Frontier Communications Corp.

Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she is being billed until February 7, and that she disconnected her services on January 31, Frontier has investigated the above statements and offers the following response: Frontier advises that the bill cycle for Ms*** account ended on February 6, and that she will get a prorated adjustment from the date the services were disconnected which was January 31, to February 6, The adjustment will appear on the closing statement which will generate on February 7, 2017.Frontier spoke to Ms*** on February 2, and advised her to wait for her closing statement

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he was over charged per what he was quoted for monthly service Frontier has
investigated the above statements and offers the following response: Frontier Communications adjusted off the difference of what was charged, $137.98, and what was quoted to Mr***Frontier Communications found that the promotions were not activatedThis has been rectifiedWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for review. We appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that when she called Frontier to set up new internet service, she was told that a credit
check would need to be done, which she accepted. She also advises that Frontier informed her that the previous owner of the house had an outstanding balance with Frontier and that the debt would need to be paid before new service could be established. Ms*** advises that Frontier should have informed her of the previous owner’s debt prior to running the credit checkFrontier has investigated the above statements and offers the following response: Frontier advises that since the previous owner had already closed their account, Frontier has no way of knowing that the previous resident at the address had an outstanding debt until after the credit check has been completed. Frontier also advises that by simply looking up an address, information about the previous customer’s outstanding debt will not show up, unless the account is still open.Frontier spoke with Ms*** on November 9, and advised her that she can still get new service with Frontier if she sends in a notarized lease agreement. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** has experienced as a result of the above matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Frontier insists that since this is their policy,
there will be no repeal of their decision to charge me a termination fee of over a thousand dollars because I chose to move to an area where they do not offer coverageFrontier seems to expect their customers to consider THEM when moving, apparently, and that I should have consulted with them on where I should relocate my business so I could continue coverage with themFrontier's 'policy' is one in which the customer is penalized for their company's limited coverageIt's unethical to conduct business in this wayI did not choose to end my agreement with Frontier because I simply didn't want it anymore; I relocated my business to an area where they do not provide service. That's itPlain and simpleFrontier cannot offer service in the area, yet their 'policy' expects customers to pay for services they cannot use due to Frontier's inadequacy in coverageFor reference, I relocated my business less than miles from my previous locationFrontier is not allowed in that areaWhen I originally signed up over years ago, they held the monopoly on the area where my business was first locatedI had no other choice until Optimum began to offer phone servicesAlso, for reference, I CHOSE to stay with Frontier, despite the more competitive and affordable rates that Optimum offered, favoring 'the little guy.' (That really paid off, huh?) Frontier's 'policy' is built around fraudThis is fraudGiven the endless stream of complaints with the Revdex.com, it is clear that they have no concern for their customers, both residential and business. This is not a resolution and unless they amend their contracts so that my business and other customers are not responsible for termination fees when the situation is due to their services not being offered in an area, I will be moving forward with legal action.
Regards,
*** ***

Ms*** states that she received incorrect information about the dates and times of her service installation appointmentsFrontier has investigated the above statements and offers the following response: A review of this account shows that an order for installation was placed on November
11thThis order was scheduled to complete on November 16thAn error in this order caused a delay in installation for this customer.The error was corrected and this customer’s service was installed as of 11/29/2016.A Frontier representative has spoken with Ms*** and confirmed that services are workingA Frontier representative has issued credits in the amount of $to Mr***’s account for the missed service appointment.A Frontier representative has spoken to Ms*** and requested that Mr*** contact Frontier to add Ms*** to the account as an authorized user for more in depth discussion of this accountWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** and MsMoore have experienced as a result of the above matterTell us why here

Hello,I would like Frontier to provide the services that they advertised and promised. My internet speed is supposed to be 100mbps and it is closer to 6mbps. They also promised *** integration on their advertising which they now told me I have to pay more for. I have no
hopes for the *** part. However, I think they should increase the internet speed to what they promised. Thank you*** ***

Closeout Comments: Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that: • Mr*** advises advises that after being told several times that it has been sent, Mr*** has
not received the fraud packet he has requestedFrontier has investigated the above statements and offers the following response: • Frontier apologizes for the inconvenienceOn July 13, 2017, we emailed Mr*** the fraud packet he is requesting• Frontier advises that we spoke to Mr*** on July 13, and he is agreeable to this resolution. Nicole H***Tampa GM SpecialContact Number: ###-###-#### ist

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Revdex.com bringing this matter to our attention. The Complaint states that: Mr*** advises that his phone has been having weird noises and is not able to hear other caller
when on the callMr*** advises that he wants all wires and junction boxes replaced Frontier has investigated the above statements and offers the following response: Frontier advises that we repaired Mr***’s line and have confirmed it is now noise free and in good working order. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier advises that the order to change Mr***’s pricing was delayed in posting to the billing system due to a system error.Frontier has corrected this errorMr*** will see the correct pricing
of $for unlimited calling and $for internetThis does not include the applicable taxes associated with the serviceMr***’s statement printing in September will also reflect a prorated credit for the change in promotions in the middle of a bill cycleFrontier has reviewed Mr***’s current statement and adjusted the term fee charged in error along with the applicable taxesIn addition, Frontier has adjusted for the promotional rateAt this time, the current balance eon the account is $due by September 9, We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** *** may have experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: The Fios Digital Voice account was listed under the name of ***
***Research determined that promotional credits totaling $expired February 24, This information was notated on the January 27, billing statementIn addition, this account has had a recurring past due balance since the April billThe March 27, billing statement total amount due was $for services rendered from March 28th thru April 27th due by April 22, 2016.The May 28, billing statement contained a past due balance of $from the previous billThis past due balance combined with the current charges of $brought the total amount due to $The current charges were for services rendered from May 28th thru June 27th due by June 21, 2016.The Billing Telephone Number (BTN) ###-###-#### ported out to another provider effective June 08, Be advised that the BTN must remain active with the current provider during the porting processA disconnected BTN cannot be ported to another providerPort request are coordinated request between two different companiesThe June 28, billing statement contained a past due balance of $from the previous billThis past due balance combined with prorated credits totaling $brought the total amount due to $The charges are sustainedThe customer had a recurring past due balance prior to porting out effective June 08, On July 21st and August 23rd, I attempted to speak directly with the customer however; I reached a fast busyThe customer may contact me directly at 1/###-###-#### EXT *** should he require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

On 5-7-the customer escalated due to service issues and requested days out of service and allowed to close the account without a penalty. The customer agreed to days out of service credit and a waiver of the early termination fee. On 5-8-Frontier received a port out
request and the account was closed on 5-10- On 5-20-the customer spoke to a Frontier customer service representative and confirmed the account was closed on 5-10-and the final bill will cycle on 6-9-and will reflect the credits and credit for services that were billed but not usedShe understood

Per Frontier records, *** called in reference to canceling service on October 11, *** claims he called Verizon before the conversion to cancel due to him moving to a different address. The account was never closed. Mr*** billed $19.99/Regional Calling Plan + $37/HSI
3M/768K monthly. His account was disconnected on October 6, and currently has a collections balance of $338.40. Mr. *** was given credit for usage from 8/11/to disconnect date of 10/09/2016. No other adjustments are warranted. A Frontier agent spoke to Mr*** to advise. He understands and is satisfied with the findings. Case closed

Frontier has investigated the above statements and offers the following response: • Frontier advises that Ms*** had an account located a* *** *** *** **This account was discontinued on July 28, and had a balance of $that went unpaid on account *** • Frontier has
mailed the statements to Ms*** on January 17, She should anticipate to receive them is to business days• Frontier finds the balance was transferred to Ms***’s account on October 5, and is validWe trust that this information will assist you in closing this complaintWe regret any inconvenience that *** *** may have experienced as a result of the above matter

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Mrs*** is stating she is not receiving the price she was quoted with the new agreementFrontier has
investigated the above
statements and offers the following response:A review of the account confirmed the customer’s promotional discounts did not reflect on her Frontier billThe customer was missing discounts on her December billOur records reflect that credits have been issued on the customer’s account in the amount of $for the missing bundle discountsThe issue has been corrected by activating the promotions on the customer’s account.The credit should reflect in 1-bill cycles.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mrs*** has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager

Thank you for referring the complaint of *** *** *** to our office for reviewWe appreciate Ms***
bringing this matter to our attention The Complaint states that: Frontier has charged Ms*** for un-returned equipment that she is currently using and or has been returnedFrontier has investigated the above statements and offers the following response: Frontier has inadvertently billed un-returned equipment fees to Ms***’s account.Frontier will issue credit for the full amount of the fees. Credit will post to Ms***’s account on her April 22, billing statementWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** may have experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him for bringing this matter to our attention The Complaint states that: Mrs*** had internet installed, she has not received an invoice, Frontier says it was mailed to the property address
not the mailing addressSince she has not received her invoice she called Frontier and asked for the PIN number to register online and was informed by the representative it cannot be provided Frontier has investigated the above statements and offers the following response: When Mrs*** ordered her Frontier service no alternate mailing address was given this is why the bill was sent to the service addressFrontier representatives are not permitted to provide the secure PIN number, however the representative should have educated Mrs*** that there are options for resetting PIN, educating customer how to find PIN online using Frontier.com Self-Serve website and MyFrontier Mobile Application, or offering to reset PIN on Mrs***’s behalfFrontier has been unable to reach Mrs*** via telephone, after leaving several messages with our direct contact informationWe have sent several call office letters via email We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs***has experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: • Ms*** states that she was has had internet problems since
September.• Ms*** also stated that she had a trouble ticket for December 20, and it was cancelled without her permission.• Ms*** stated that she was quoted a price and when she got her bill it was not the price she was quotedFrontier has investigated the above statements and offers the following response:• Frontier records reflect that Ms*** called on December 17, to report slow internet speed and tech dispatched out on December 20, and not customer not home and no answer. • Frontier records also reflect that tech was dispatched again on December 21, and replaced Ms*** modem. • Frontier records reflect that Ms*** upgraded her internet speed from 50/to 150/with the price of $64.99. On November 25, Ms*** downgraded her internet to 50/for $however she was not billed the correct price. On December 15, Ms***’s account was credited the difference in the price she was billed and quoted. The credit amount was for $which has posted to the customer account.• On December 15, Ms*** also upgraded her internet to 150/for $plus taxes and other fees.• Frontier representative has made several attempts to reach Ms*** however were unsuccessful. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** has experienced as a result of the above matter.Frontier Specialist: Tocoma KDepartment: General ManagerTelephone Number: ###-###-#### Fax Number: ###-###-####

Good Afternoon,This issue has been resolved. Ms*** has been given credit to her account in the amount of $313.50. She has been given credit for the late fee, and install
charges. Nothing has been paid on the account so the next bill she will get will be for three monthsI have spoken to Ms*** and advised of the credits. I also saw that the plan she was on was not the right plan for her because of the amount of long distance she uses. Per her request, I have had her plan changed to unlimited long distance. Her monthly line charge will go up by $but she will no longer have long distance charges. Ms*** has my direct call back information for future.Thank You,Serena J***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am not always available to answer telephone calls during business hours due to several factors and I have received called days in a row with message from Frontier, but have not been able to contact them back yet and will when I can. I have indeed received the refund, due to being overcharged and incorrectly billedI do not accept the fact that I had to contact them separate times and be on the telephone for over an hour to handle each time the situationThis was an extreme inconvenience as I had to take time away from my own business and attempt to find the time to make the call all while children were not allowing the call to be easyJust another reason why I have not been able to call them back. The fact that Frontier had to point out in their statement that "Ms*** does not subscribe to inside wire maintenance" was stated has nothing to do with this issueAs a matter of fact we have never been offered such a "PLAN"I find it superfluous and completely irrelevant to the situation at handThe Service technician was not inside our home nor ever showed up nor rescheduled for said appointmentFrontier has also in the past stated that if there are service issues and we are not getting the service we are paying for they do not charge for sending out a technician to check out the situationThere also should be no charges unless a customer agrees to new wiring in a home and new equipment, non of which took placeIn no way should this be part of the statement nor am I accepting this bullet point to be present in the statementThe fact I had to spend 2-months dealing with this issue and charges and arguing why it was incorrect was enough of a hassleThe Customer Service agents told us it was a billing of work done on the property and there was NO specific note as to what it was, they also stated it was done outside of the home, or at least that is what they implied and stated, per their notesThey did not even listen to us about that fact that non of this occurred, sent the request in and than we had to call back to find out the "DENIED IT" denied a charge for something that never took placeThis happened times! Two denialsI will call Frontier back and address this issue when "I CAN" and when it is convenient for me and talk to them directly.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I spoke with frontier and they said they would make the corrections to the account and follow up with my on march 3rdAs of today, the correction has not been fixedI received their promise to make changes but has yet to happenIf you can please reach out to me in days to check backI will have a better answer on this.
Regards,
*** ***