Frontier Communications Corp.

Frontier Communications Thank you for referring the complaint of *** *** to our office for review
We appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** continues to be billed for internet after disconnecting his service. Frontier has investigated the above statements and offers the following response: Mr*** placed an order to disconnect service on October 18, 2017.There was a delay in the service order posting to Mr***’s account causing an additional bill to generate.Frontier final bill processing does take up to days from the date of the disconnection of service.Mr***’s account will show a zero balance within said time frame, as this allows for any system adjustments to be correctedWe 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: Carla P*** Department: Customer Relations

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 she has billing discrepancyFrontier has investigated the above statements and offers the
following response: Frontier has issued corrective order and proper adjustmentsFrontier made several attempts to reach Ms***; however, we have been unsuccessful in speaking with herFrontier emailed a ‘Please Contact Frontier’ letter to Ms***If Ms*** has additional questions, she can contact Frontier Executive Relation DepartmentFrontier provided Ms*** with the direct contact information to Frontier Executive Relation Department 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

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: Ms*** is reporting internet issues from February 2, with a ticket set for
February 6, Frontier has investigated the above statements and offers the following response: Frontier advises the internet ticket from February 2, was restored on February 5, 2018.Frontier spoke with Ms*** on February 9, and reviewed the aboveWe 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 reviewWe appreciate Ms*** bringing this matter to our attention. The Complaint states that: In November of Ms*** contacted Frontier Communications in hopes of moving her Internet and Telephone
service to themShe had asked that they provide a service technician to come and establish the service and they stated that their technicians only drop off the startup box and then she would need to run the programs and install the service herselfThe startup kit was delivered to her, but because of the holidays she was not home for the Internet to be turned onShe attempted to install the Internet using her startup kit but was not successfulShe called in to the technical department to get assistance with it but was told that the phone line was not activeFrontier advised her that they would have to send a technician out to her house to fix the lineIt took a week to get the service fixedMs*** again tried to connect to the Internet and could notAt this point they told her they would have to send out another technicianShe decided instead of having to wait for another technician she canceled the service with FrontierShe states that she had a total of two hours of Telephone service and had only expected to pay for thatShe had called Frontier after receiving her first bill and it was over $She was advised not to pay it and it would all be credited but now finds out that she owes the money to Frontier because it came up on her credit reportShe would like to be credited for the balance that is owed since she did not have the services workingShe would also like Frontier to correct the credit report. Frontier has investigated the above statements and offers the following response: Frontier ported Ms***’s telephone service on November 25, The order was originally due dated for November 11, 2016, but we did not receive the information from Charter so the order had to be re due dated for November 25, This is why Ms***’s service wasn’t working when we told her it would beMs*** called and disconnected the services with us on December 3, because she was frustrated that her services still did not workFrontier has issued a total credit of $for the time that we had billed her for that her services did not workMs*** has a zero balance with FrontierFrontier spoke to Ms*** today and advised her of the credit issuedFrontier also sent a request to the collections agency to report that she never owed that amount to FrontierMs*** is satisfied with the resolution 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** advises he has experienced multiple service issues with Frontier. Frontier has investigated
the above statements and offers the following response: Account records show credits totaling $have been applied to the account for time out service, connection fees and late payment fees. It was determined that Mr*** is connected to a home LAN (Local Area Network) and also uses a VPL (Visual programming language) which will cause slower connectivity speedsResearch determined Mr*** is receiving the FiOS data speed of 150/at the point of demarcationFrontier is not responsible for speeds that are connected through LAN or VPN.At this time all warranted credits have been applied. A Frontier representative spoke with Mr*** who indicated he was dissatisfied with the resolutionWe 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 Frontier Specialist: Amy Buchanan Department: Consumer Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** ***
bringing this matter to our attention The Complaint states that: *** *** states that they disconnect service on July 1,*** *** is disputing the final amount that was billed and wants the account at a zero balance since they disconnected on July not July Frontier has investigated the above statements and offers the following response: Frontier review the account and we show that the last payment received was for $which paid the customer until June 15,2017.The remaining balance is from June until the disconnect date of July 1,2017.Frontier issued a credit on August which will post of the following statement of $which covered the days that service was billed after the July date We 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will wait the requisite business days to confirm that the refund is issued by Frontier as promised at which point will consider the issue completely resolved.
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** advises requested a refund of $the money that she put down for a new installationShe had
changed the due date a couple of times, but did manage to get the due date of June 29, I called well enough ahead to cancel the installation due to I expect to be moving at the end of September Ms*** called customer service about her refund and was told it takes about months to get it returnedShe is requesting her refund back as soon as possible Frontier has investigated the above statements and offers the following response: Frontier advises the install order was cancelled on June 25, Frontier has sent for the refund to be returned to Ms*** and for it to be expedited back to herFrontier sincerely apologizes for the inconvenience Ms*** experienced to the cancelling of her order and the return of her depositWe 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

Customer experiencing Internet issues since removing phone. Frontier has investigated the above statements and offers the following response: Frontier advises that the removal of the phone line would not impact the Internet service, only the billing would change.Frontier advises that Internet
speeds are not guaranteed and are quoted as “up to”. The speed of service can be impacted by numerous factors, such as traffic on the Internet, distance from the Frontier serving facilities, the service facilities, and the capabilities of a customer’s computer. Also, the number of devices being utilized can impact it. Frontier left a detailed voicemail that included our contact information

Frontier has investigated the above statements and offers the following response: Frontier received a notarized lease from Ms*** that was accepted on 02/17/A Frontier consultant has been in contact with Ms*** and advised Frontier will come out to connect Internet service on
02/24/2017. We regret any inconvenience that *** *** may have 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 find that this resolution is satisfactory to me.
Regards,
*** And *** *** P.SThank you for your help in this matter!!

Frontier has reviewed the account of Mr*** and finds that two payments did draft on 1/13/16.Frontier did return one of the payments in the amount of $on 1/20/16.Frontier has issued an adjustment in the amount of $as a courtesy.The Local Manager has advised that Mr*** is in an
area with a surplus of internet users and wireless devices.Frontier is working on network upgrades

Frontier’s Executive Office has re-evaluated Mr***’s complaint and as a goodwill gesture, we have removed the $Early Termination Fee. Should Mr*** see the $Early Termination Fee on his October statement, please contact me directly via email at ***Thank you

Frontier 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 bill Our 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

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 never once claimed to be receiving anywhere close to mb/sOn average I was maintaining to mb/s downloadWhich is approximately 1/of the advertised speeds I was soldThese speeds persisted for the lifetime of my accountNever once did I ever come close to mb/sHad you actually read the complaint you would have seen that.Just more proof that Frontier cares only for their profit margins, not their customersTake the time to re-read the complaint pleaseI was promised my account was at a $balance, that no charges were pending or would be generatedI would like for your company to uphold it's word for ONCEYou never did with the speeds, you never did with the service calls and you never did with the billingSo for ONCE do right by a customer
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention. The Rebuttal states that: Ms*** states that she did not use the gift card and does not agree with Frontier's responseMs*** states that she threw out the gift card instead of contacting Frontier about her optionsMs*** states that she would like proof that the card was used Frontier has investigated the above statements and offers the following response: Frontier reports that unless Ms*** had returned the Apple Gift card to Frontier, we would have assumed that she used the cardEven though Ms*** did not sign a contract, she still did not return the card to Frontier, so she was charged the early termination fee of $Frontier has agreed to give Ms*** $credit towards the $chargeThere will be no more credit issuedFrontier has sent another email to Ms*** regarding this matter. 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 made it very difficult to have my phone lines transferred I initially called in April to verify that there wouldn't be any problems in porting out my line The Frontier rep verified that I would not have any problems, and that when my main line was ported out, my other lines and internet would be disconnected as well My new provider attempted to port out the line from Frontier at the end of April and was denied by Frontier I subsequently discontinued all other lines and internet as I didn't need them I only kept my main number with Frontier so I didn't lose the number as my new provider continued to attempt to move my phone number over I called Frontier many times trying to figure out why my line wasn't being transferred and it was months later that I finally received an answer that I needed to be removed from the Simply Unlimited plan Why would I need to go off of a specific plan to transfer my number, and why didn't the Frontier representatives tell me in April, June, July, and August when I called that I needed to change my plan in order for them to allow my phone to be ported out? Why can't a line under the Simply Unlimited plan have the number ported out to begin with? Needless to say, I am very disappointed in the way things were handled by Frontier, and very frustrated with my experience with them refusing to release my phone numberI made every effort that I knew how to transfer to a new provider and port out my number
Regards,
*** ***

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 would like Frontier to honor the promotion and price agreed uponShe would like Frontier to
correct the bill Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on August 2, Frontier explained the QpromotionFrontier explained the Vantage Voice Unlimited and Vantage Internet Plus Double Play is $per month for the first months plus taxes and surcharges and for month through the monthly cost will be $plus taxes and surchargesFrontier explained that we have provided credit of $Frontier explained that we have corrected the promotion discountsFrontier has provided the direct number to the Executive Relation OfficeFrontier will follow up on the next bills to ensure accuracy and will assist as neededWe 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

Some Frontier TV customers have been receiving HD programming and are not paying the HD Tech Fee. To avoid disruption of the customer view of HD programming the HD Technology fee was added to these accounts on November 20, 2015The HD Technology Fee is a required component of Frontier TV for
viewing any high definition programmingThere was a bill message on the November statement that stated: Frontier periodically audits its bills to ensure accuracyFrontier has determined that the applicable charges for your HD video service are not appearing on your bill. Frontier has corrected the issue. Beginning this month, the $10/moHD Technology fee will appear on your bill. In addition, your bill may include a retroactive charge of up to $30, which reflects the charge for HD service you received in the prior monthsIf you no longer wish to receive HD service, please contact customer serviceWe apologize for this error and look forward to your continued service with Frontier." Frontier has placed an adjustment in the amount of $to offset the back charges of $as well as the current $charge, for the HD Technology fee, however has removed the HD technology service from the account.Frontier has also placed an adjustment in the amount of $as a courtesy for the movie ordered in error.Frontier has no record of Mr*** not receiving his bills, as he is set to receive them by mail and also has access to Frontier’s Online Bill Pay, which allows him to review his billing monthly.Mr*** can add the HD Technology back to his account at his request, however the $monthly charge will apply.Frontier has attempted to contact Mr***, however his main number rings as a fax line when attempting to callFrontier did leave a message on Mr***’s alternate number provided

Frontier advises June 30, Ms***’s account requested to upgraded from Max to Ultra Internet speeds however due to isolated order error the order posted to billing without being properly programmed.Frontier advises on February 5, a Frontier technician confirmed Max Internet speeds
are programmed on the account, the billing error has been corrected and appropriate credits have been issued to the accountWe 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