Frontier Communications Corp.

Per Frontier records: Order #: *** upgraded his FIOS internet to 75/and Custom TV with receiver for $before taxes on 9/5/2017. The notes do not advise Mr*** was told of a 24-month ETF/TermCustomer currently bills $49.99/FIOS 75/Data (Term 9/15/17-9/4/19) +
$58.99/Customer TV + $11.99/Receiver = $- $40/Loyalty Credit (month) = $+ taxes and surcharges monthlyCustomer does not qualify to get a “new” customer offer for 100/FIOS Data at the price of $There are no other offers available to bring his monthly rate downCustomer advised/insists that he did not agree to a 2year termas a compromise, I advised that we would waive the remainder of the ETF if he cancels his service before the term date of 9/4/Customer understands and will contact customer service if he decides to cancel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, the negative mark on my credit report also needs to be removed
Regards,
*** ***

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’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution

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 rebuttal of *** *** to our office for review. We appreciate Mr*** bringing this matter to our attention The Rebuttal states that: Mr*** advises that he was billed for a full month of service even though he wanted to end his service earlier Mr*** advises that Frontier should have been providing him with a higher internet speed than what he was receiving Frontier has investigated the above statements and offers the following response: Frontier advises that since Mr*** originally wanted to cancel only his internet service and keep the home phone service, the month’s charges for the internet service can be prorated going back to the date that he requested cancellation of that serviceFrontier spoke with Mr*** on February 27, 2017, and he agreed to cancel only the internet service and keep the phone service active. The charges for the internet service will be credited going back to February 9, 2017, the date that he wanted the cancellation to be effective.Frontier advised Mr*** that the internet service that he was subscribed to allowed him to be provisioned for speeds as fast as megabits per second, which is consistent with what he had been paying forWe 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

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 have had more tickets since the original complaint due to my service being outMrA*** with Frontier Communications has told me on occasions he is reaching out to the area manager but there has been no update about when the lines will be repaired permanently so I have more reliable phone serviceHe has made adjustments to my bill, however, that doesn't resolve the matterWhile I do feel I should be compensated for the unreliable service, the concern is how frequently the phone service is out due to community wide outagesI have had repair tickets in the month of JulyI tried to contact MrA*** on the most recent ticket (***) and have not received a call back in daysIt's concerning that he claims the initial complaint has been resolved when he was suppose to be calling me back to let me know when a permanent repair would take place after he spoke to the area manager, yet has failed to do so as of this morning
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Mr***, at ###-###-####, states that he had experienced an outage with his Frontier landline telephone service and would like the issue fixed as soon as possible Frontier has investigated the above statements and offers the following response: On May 26, Mr***’s Frontier landline telephone outage was reported. On May 27, a Frontier technician was out to Mr***’s location and had installed a new “ont” and power supply, in which had resolved Mr***’s outage. I have spoken with Mr*** today, June 7, and have confirmed with Mr*** that his services are on and working properly. Mr*** is satisfied with the resolution. 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 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

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Mr***’s account and states that on August 29, Mr*** downgraded his service to internet only. However, during the service order change the agent failed to remove the distinctive
ring and non-listing features from the account which caused him to be billed for these features from August 29, through May 8, 2018. A service order was created today to remove these features.Frontier has issued a credit in the amount of $107.51. This credit will appear on Mr***’s next billing statement dated May 22, 2018. Mr*** currently has a credit balance in the amount of $-47.89. This information is also available online by logging into his account at www.frontier.com.Frontier has contacted Mr*** and advised him of the removal of the phone features and credit balanceWe regret any inconvenience that *** *** may have experienced as a result of the above matter

Thank you for referring the complaint of Mrs*** 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 June 07, billing statement total amount due was $
Promotional discounts totaling $expired June 5, The itemized promotional discounts were $and $The July 07, billing statement total amount due was $This bill contained pro-rated charges and month in advanceOrder was initiated to disconnect the account effective July 18, 2016.Credit adjustments totaling $were issued on July 29, Please allow 1-bill cycles for credit to post to the accountAn additional credit of $was initiated and is currently pending approvalPlease note all credit adjustments are subject to an approval processOnce reviewed a credit may be approved or denied if the credit is not warranted.We apologize for any misinformation Mrs*** may have received when contacting our Customer Service departmentPlease note this matter was referred to the appropriate manager for coaching and trainingOn August 15, I spoke with Mrs*** and advised that the credit adjustment of $is pending approvalDuring this contact, I provided Mrs*** my direct contact number should she require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs*** may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

Frontier advises Ms*** was advised $per month for services before taxes and surchargesDue to isolated order error the promotion was not added to the accountFrontier advises the account was installed July 6, and was disconnected August 22, and has not received a payment. Frontier has credited the account for the billing error leaving balance owing as $Frontier investigated and verified all Frontier services are working as designed on a repair visit on August 15, and the technician was turned away.Frontier spoke with Ms*** November 6, and advised of the aboveMs*** was not satisfiedFrontier’s position on this matter has not changed. We 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

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,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mrs*** stated that she has been waiting to get a temporary phone line buried since September of The temporary
line crosses a driveway which is used by trucks dailyShe said the line has been repeatedly damaged causing outages, as well as noise on her home phone lineFrontier has investigated the above statements and offers the following response: Frontier scheduled the line to be buried the week of February 26, to March 2, 2018.Frontier provided a credit to the account for outages and noise on the lineWe 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

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,
*** ***

Frontier advises that Mr*** has one valid account with Frontier ending with 3017.Frontier advises that an additional account, ending in 2606, was activated in error, due to an incorrect service order which was allowed to post and generate billing.Frontier advises that the duplicate account has
been deactivated and all billing associated has been corrected to a zero balance.No collections actions have been taken regarding the duplicate account and the account does not have an outstanding balance as of June 7th, 2017.Frontier advises that credits in the amount of $have been adjusted to MrPierce’s active account to offset overpayment on the duplicate account.Frontier advises that Mr*** was not sent a Fraud packet, as this was not an occurrence of Fraud but an error in order processingFrontier advises that a Frontier representative has advised Mr*** of the above and the he accepts these actions as resolution for his complaint

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. I have made several more attempts to address the issues I have in fact contacted support about the issues, as well as submittimg support tickets online that I now have no access to seeingThere has been no attempt on their end to contact meNo missed calls from anyone, I am constantly on my phone for work purposes Additional new charges have been added to the accountI tried to contact as requested in their response and they refuse to make any adjustmentsI began services with another company on the day I requested services to be cancelled by Frontier.
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,
** *** *** ***

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 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