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 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

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 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises Frontier he was charged an early termination fee and was told we would credit the
charge. Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on April 6, and advised when the service was disconnected the representative made note that they advised him of the early termination fee 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 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

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

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. Thank you, New York Revdex.com, for the work that you do and for the outcome of this complaint, which was dealt with very professionally as well by Frontier Communication You folks at the Revdex.com rock!! Thanks again
Regards,
*** ***

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

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 *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** is disputing his bill for services with Frontier Frontier has investigated the above statements and offers the following response: Frontier advises calls may be recorded for quality assuranceFrontier advises the charges for equipment are not part of the customer’s term bundle pricing. These charges are subject to changeFrontier advises the November 19, billing statement advises to continue providing you with quality service and product innovation, on or after days from the date of your bill, the monthly rate for High Definition and Standard Definition Set Top Boxes(non-DVR), digital adapters, and cable cards will increase $per box, including Set Top Boxes that are part of an equipment packageThis rate increase will not apply to Set Top Boxes that are subject to an equipment promotional offerFrontier advises the terms of service can be found at https://frontier.com/corporate/termsFrontier advises on February 7, Frontier spoke with *** *** and advised him the rate increase to the cable boxes are validWe 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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that Frontier moved back the installation date for his internet serviceMr***
advises that Frontier needs to install his service immediately and waive the installation feeFrontier has investigated the above statements and offers the following response: Frontier advises that the installation date had to be pushed back due to the fact that engineering work had to be done in order to upgrade the equipment in the customer’s area.Frontier advises that the installation of Mr***’s internet service was completed on May 5, Frontier spoke with Mr*** on May 7, and confirmed that his internet service was working. He was also advised that the installation fee will be credited once the first bill prints out. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr*** may have 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*** states that lines were ran on his private rd which is private property that he cleared to build a drive wayMr..*** wants to speak with Frontier and have someone come out to remove the linesFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** who confirmed that he spoke with a Local area manager who will be going out to review and assist with the lines that were layed 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 her bringing this
matter to our attention. The Complaint states that: Ms*** was offered a $discount for auto pay. A Representative advised that we would be taking $and we took $causing a return check. Ms*** was charged by her financial institution and by Frontier for the check return and would like a refund Frontier has investigated the above statements and offers the following response: Frontier has issued a credit of $50. $x months of the discount promised. Frontier also issued a credit of $to cover the cost of the fees charged by Frontier and Ms***’ financial institution. A previous credit of $was issued. Frontier has left a message for Ms*** to advise we applied the credit and contact information was provided. 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 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The Complaint states that: Customer had no services from 6/15-6/ Frontier has investigated the above statements and offers the
following response: Frontier dispatched a tech to the site to restore services on 6/Frontier credited the customer for their time out of service.Followed up with customer to advise credits will show on next billing statement on 7/9/16 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 has had an influx of customer calls which delayed response timesWe continue to make progress every day and explore options to ensure a consistently positive service experience for our customers
Frontier has investigated and found there to be an issue with the service address in our system and has since been fixed so Mrs*** may now get service.Order has been placed.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 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

Thank you for referring the additional concerns of *** *** to our office for review The additional concerns state: Ms*** states the Frontier statement shows a credit balance on her accountMs*** states Frontier advised her that the refund will take billing cycles and the refund would be in the form of a Visa gift card, she would like a check insteadFrontier has reviewed these additional concerns and offers the following response: Frontier has spoken to Ms***, advising of the expedited refund in which Ms*** will receive in 7-business days in the form of a checkIt is Frontier’s policy that refunds on closed accounts are initiated 2-billing cycles after an account is disconnected; the purpose of this delay is to allow time for any additional billing activity including billing by 3rd parties. Citibank fulfills the refund requests for Frontier and the consumer is sent a prepaid visa card from Citibank for the full refund amountIt takes 14-business days for processing and delivery from the date it is generated. In this instance Frontier is sending out a check refund. We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** has experienced as a result of the above matter Sincerely, Frontier Customer Relations

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 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,
*** ***