Frontier Communications Corp.

According to the complaint: Mr*** is wishing to terminate services with Frontier due to ongoing repair issues that have not been resolved. Frontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier had spoken with the customer on
December 15, 2017. Due to the history of repeated repair tickets, Frontier had advised the customer that the packages terms of service would be waived if he chose to change providers.Frontier had also applied a $“Service Performance” credit due to the repeat nature of the repairs and the inability to resolve.Frontier had contacted Mr*** to advise that the account is keeping an active follstatus to ensure no penalties are billed when they have a date selected to take service elsewhere

Frontier has investigated the above statements and offers the following response: Frontier has made several attempts to contact Ms*** with no success, however, the contact information was left on the voicemail.Frontier recently updated the high-speed internet service with various speeds and
price point in the Portage area. At her earliest convenience, Ms*** can contact customer service at ###-###-#### or the representative handling this complaint. The contact information was left on Ms***’s voicemailWe regret any inconvenience that *** *** may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Trouble ticket *** was entered for the *** *** *** *** business accountThe ticket will be completed by April 25, for static on the main lineA Frontier consultant has
been on direct contact with Ms*** and offered a $credit for the next six months until the contract ends in October Ms*** has also been advised that the early termination fee for the *** *** *** *** business account is in the amount of $ We regret any inconvenience that Ms*** 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
: Originally, I filled out a complaint with Revdex.com against Frontier Comdue to the business sending an account that I had no knowledge about to collections which drastically dropped my credit score Revdex.com was able to get in contact with Frontier Comto resolve the issue about sending this unknown account with a balance of $to $An account rep by the name of Carla (###-###-#### Ext***) stated to me that apparently I forgot to pay my final amount in October while living in New Haven (which was $59.99)I mentioned to her that I thought I paid it but it turns out I didn't after checking my bank statementsI left Carla a voicemail stating that I am willing to pay that $as it was unpaid unintentional (which my payment history with Frontier have always been excellent)After agreeing to pay the $59.99, Carla strongly urged that I pay $due to the fact that I had TV service in NovemberI stated to Carla that I never had TV service and feels I shouldn't be responsible to pay for something I never had installedCarla stated that the rep I was dealing with documented me agreeing to TV service in my account notes, but I told Carla I never agreed to TV service so the notes were not correctI asked Carla if she can pull the phone conversation that I had with the rep, and she confirmed she would definitely do an investigation and give me a call back upon her findingsCarla called me back maybe a week later stating that she couldn't locate the phone conversation but she is standing by with what the notes say according the rep (allegedly)documenting that I gave authorization for TV serviceAfter minutes of going back and forth with Carla, I gave in and stated that I would pay the $to Frontier to just end this uncomfortable outcomeI asked Carla once I pay Frontier $can they have that collection removed from my report and she stated that's not her issue and I would have to take it up with that collection agencyThis is another case of me giving in to end the situation and once again taken advantage ofThe collection account was put on my report due to Frontier's inability to conduct an investigation about an account that was open from November to January (which Carla acknowledged and drop the amount owed from $to$78)I feel that I should not have a collections on my account based on Frontier's errorI am willing to pay Frontier the $to end the situation but I strongly feel that the collections should be deleted from my credit reportCorrection to a credit report
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Revdex.com bringing this matter to our attentionThe Complaint states that: Ms*** is disputing NSF notice received along with the feesFrontier has investigated the above
statements and offers the following response: Frontier advises the check was received however there was an issue with the routing number read.Frontier advises the NSF notice was removed from Ms*** account along with the $ NSF fee was waivedFrontier advises we have also placed a one time courtesy credit of $ plus taxThese credits will appear on the next billing.Frontier spoke with Ms*** on January 29, 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

Frontier CommunicationsThank you for referring the
complaint of Alyssa
*** to our office for reviewWe appreciate *** *** bringing this matter to our attention.The Complaint states that:Ms
*** states that rate for her FIOS internet have increased to $when
it was to be a
promotion rate of $54.99, and cannot seem to get it
corrected Frontier has investigated the above
statements and offers the following response:Frontier investigated and show on January 4, service order *** was placed to correct the missing promotion on the account.Frontier also placed a credit of $on the account, to cover the previous months, missing promotional discount, in which will post on the January 22, statementAn Frontier spoke with Mr*** concerning this these changes on the account.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.Frontier Specialist: James
N*** Department: Customer
Relations

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Misquotes were done twice when I received a bill that was not what I was quotedBoth times the customer service representative put me on hold and searched for a price, coming back with dollars the first time and then dollars the second timeI did not instruct the customer service representative what to charge me, they made the determinationSince I have a no contract offer I will look elsewhere for my internet serviceHow the reps were able to quote a price and then not honor it is bad customer service
Regards,
*** ***

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,
** *** *** ***

Frontier CommunicationsThank you for referring the complaint of *** *** to our office
for reviewWe appreciate Mr*** bringing this matter to our attention.The Complaint states that:*** ***
states that he received incorrect bill amounts.He advised
that he ported his number,
however we continued to bill him after the
number was Ported out.Frontier has investigated the above statements and offers the
following response:Frontier advises we spoke with Mr*** on May 22, A credit of $was applied on the ###-###-#### account per investigationsPort Out orders are generated by the new provider/CLEC with whom the customer wishes to obtain service from. Port Out orders are not generated by Frontier or the Customer. Mr***’s service remained connected until his services ported out on April 24, with order # ***The Final Bill was mailed and the remaining balance owed is $148.32, it was due July 10, 2017.Billing telephone number ###-###-#### was connected on February 17, and charged through March 19, 2017.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: Bridget
G*** Department:
Executive Relations Telephone Number: ###-###-####
Ext.*** Fax Number: ###-###-####

Good Afternoon,There was a Fiber cut that was fixed on July 15, 2016. Mr*** had two trouble tickets in the system that totaled days oos. I issued the credit to his account. I also issued a $one time Customer Relations goodwill credit. Both credits should appear on
next months billing. Mr*** has my direct number for future. Thank youSerena J***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this
matter to our attention The Complaint states that: Ms*** had problem with the Internet service since the first day. Ms*** cancelled service and would like credit back Frontier has investigated the above statements and offers the following response: Ms*** will received credit back for her Internet service in full on the bill statement dated February 1, 2017 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

Frontier has investigated the above statements and offers the following response: Frontier advises that due to an isolated consultant error Mr*** was billed for service that were not being utilized.Frontier has removed the charges that did not belong to Mr***’s account.In
addition, as a courtesy, Frontier has cleared the remaining balance of $103.57.Frontier has removed the negative impact from Mr***’s credit reportThis can take up to days to reflect 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 Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advised she is only receiving half of the internet speed she signed up forMs*** advised she was
told would receive a $Amazon card and only received $Amazon cardFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on January 8, 2017, and reviewed account.Frontier found Ms*** was advised at time of install she would only be able to receive a speed as fast at 6Mbps at her location.Frontier found Ms*** was offered a $Amazon cardWe 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: Ms*** states that she cancelled service around May 15, when she moved from *** to *** *** Texas
She stated her final bill showed a credit of $62.80, but she has not received a refund checkFrontier has investigated the above statements and offers the following response: Frontier was unsuccessful in contacting Ms*** by phone, but we were able to reach her by e-mailShe confirmed that she did receive the refund check for $62.80. 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 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

Frontier has reviewed the account of Ms*** and finds that on 12/5/a consultant did quote her $a month for a triple play to include phone, internet and television service, before taxes and surchargesThe consultant did not advise of the equipment charges to be in addition to the
monthly recurring rate for the servicesFrontier as a courtesy will honor the $a month plus taxes and surchargesFrontier has added Ms*** to a calendar reminder and will credit the account each month a total of $Frontier has issued an adjustment for the current billing statement in the amount of $as this billing does have prorations

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** *** advises he called to renew servicesIt was the end of his contract with VerizonMr
*** advises he set up a date for the tech to arrive on Monday November 21, The tech did not show and when he called he was told it had been changed to 11/29/Mr*** *** advises he would like to be compensated for his time and use of a vacation day. Frontier has investigated the above statements and offers the following response: Frontier advises the order was delayed due to a manpower issueFrontier offered a discount for twelve months but, Mr*** declinedFrontier advises Mr*** decided to cancel his servicesFrontier advises credits or based on tariff charges for servicesFrontier is unable to compensate Mr*** for his vacation day. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

5-3:40pm Spoke to *** and she confirmed as of yesterday 5-the premium channels were fixed and credit for April and May premium channels were issuedShe confirmed no other issuesApologized for the issues and advised I would be issuing a $courtesy credit

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