Frontier Communications Corp.

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

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

The Complaint states that: ***-** *** states that she was quoted a different pricing than was received on her billing.***-** *** states that she was advised she had to pay an Early Termination fee from Dish television after she cancelled her Dish servicesFrontier has investigated the above
statements and offers the following response: A review of this account shows that ***-** *** purchased Dish television from Frontier communications during a phone call.A review of that phone call shows that the pricing for ***-** was quoted correctlyThe agent advised that the monthly recurring cost of the television as $+taxes***-** *** accepted this price during this callMs***’s 1st billing following the Dish installation and activation, appeared higher than the quoted billing amount as it included prorated charges from the first day of activation through the first full month of service.While Dish television and Frontier Communications partner together to provide services in bundled packages to Customers, Frontier is not responsible for Dish television terms and conditions***-** *** has been advised that she will have to contact Dish television for issues regarding their billing or services following disconnection from Dish and Frontier.Due to an error in Ms***’s service order, Ms*** was billed concurrently for Frontier Fios video service and Dish video serviceA Frontier representative has issued a credit in the amount of $for the period of time that Ms*** was billed for both video services.An error in order processing cause Ms*** to be billed $for an ETFA Frontier representative has issued a credit in the amount of $for this error.Ms*** has been advised of these actions

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Mr***’s account and we have reduced his outstanding balance by prorating the early termination fee from $to $25.00. Mr*** should contact the collection agency handling
his account to make his payment in the amount of $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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This is not true, I have made MANY complaints to Frontier, Sounds to me like someone is DELETING recorded information from the system to make themselves look goodAs a matter of fact a gentleman came here in July and reran all new wires from the pole directly to my officeFeel free to stop in anytime and I will show you! I hope to God someone stops this company as I have spoke to MANY all with one thing in common....COMPLAINTS! Our VERY SMALL business employing people is unable to operate like this! We have had NOTHING but issues since we moved here November of The guys and gals who come to do the fixing are great.....its the JERKS you get at the 800# who make things nearly impossible!
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. Installation was completed on July 6; however, service was provided over one month later than requested and after over five phone calls.
Regards,
*** ***

Frontier has reviewed the account of Ms*** and finds that a technician did repair the spans associated to her internet on 9/8/16.Frontier does apologize for any inconvenience caused and has issued and adjustment in the amount of $that will appear on her next billing statement.Frontier
has also placed a calendar reminder to issue a $credit to bring Ms***'s internet to $until September per the notes on the account on 9/7/

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

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 that in he entered in a contract with Frontier for Internet,
television and phone service and was quoted $per month. After receiving his first bills his monthly charges were $per month not $per month when Mr*** called about this he was told since he had no proof that of the price, it could not be honored. In March of Mr*** changed his package and dropped the TV Mundo to regular America TV stations, when he did this he was told his monthly fees would drop to $per month. The new bill came and it was for $161.95, this is higher than what he was paying before. Mr*** then called in about this and had a recording of the conversation with the sales representative, yet they could not honor the pricingFrontier has investigated the above statements and offers the following response: Frontier found that Mr*** was misquoted, his package is $plus taxes and fees. The package is normally $161.95, but then a $promotional discount is applied each month to the account which is $plus all taxes and other fees.Frontier will issue an additional manual adjustment to make the monthly bill $146.XX per month for months and when Frontier spoke to Mr*** on April 24, he was satisfied with the resolution.Frontier will also use this situation for training and coaching to address the misquoting of package pricing to our valuable customersWe 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

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Mr*** advises that he set up Internet service as his home in June of and because of the
quality of the service his wife could not work at home and he had to get another Internet provider and close out his account. Mr*** advises that he received a bill for service in July of for $206.04. Mr*** advises that he called Frontier and was advised that the installation fee for $would be taken off the bill and to wait for the next bill that it would be the final bill. Mr*** advises that he has been getting bills and collections letters each month and calling Frontier with no action. Mr*** advises that the end of October he was advised to send in $which would settle the account. Mr*** received another letter on November 21, that he still owes the $amount. Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** should not have been charged the installation fee of $as we have a promotion offer for free installation on Internet service. Frontier advises that a credit was submitted for the $and has been in a pending status and has been resolved as of December 1, 2016. Frontier advises that a payment in the amount of $was received on November 7, 2016. Frontier advises that the balance on the account is now zero. Frontier advises that a message was left on Mr***’s can be reach telephone number with a direct point of contact should Mr*** need anything further. 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 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 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 complaint and offers the following response: Frontier has corrected Mr***’s address, credit him the reconnection charges, and his service is up and running.Frontier also removed the late fee, which was due to the address correction

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 discrepancy on closed accountFrontier has investigated the above statements and
offers the following response: Frontier spoke to Ms*** on April 16, and explained adjustments issued and payment made. Frontier advised Ms*** of remaining balanceFrontier advises that prior to termination, Ms*** was billed (and thus incurred charges) through the end of her billing cycle.Frontier has set follow up to ensure accuracyWe 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 Mr*** bringing this matter to our attention. ###-###-#### The complaint states that: Mr*** advises that Frontier billed him $for not returning his FiOS Television set top
box #***. Mr*** is using the set top box and is billed each monthFrontier has investigated the above statements and offers the following response: Frontier investigated and confirmed that Mr*** has two set top boxes for his FiOS Television service and was sent a return box and label in error.Frontier advises that a full adjustment was issued on the account for the $and will post to the account in one bill cycle.Frontier attempted reach Mr*** to advise of the above but was unsuccessful. Frontier left a detailed message for Mr*** that included direct contact informationWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Revdex.com:
Although the amount has been credited on my report this bill still shows up as a day late payment....this is a total billing / tech area on FRNOTIERS PART. My credit has been negatively impacted for almost a year due to this
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,
*** ***

According to the complaint: Ms*** advises she has been trying to cancel FIOS Data service since December and her service is still active. Frontier has investigated the above statements and offers the following response: Frontier records indicate Ms*** spoke with
a Frontier agent on December 8, and requested to have service disconnected due to billing issues A Frontier agent tried transferring her over to the Retention team to have the service disconnected and the call droppedOrder number *** has been created to disconnect the FIOS Data service effective earliest disconnect date of April 2, As a courtesy, Frontier agent adjusted the January, February, March statements for a total amount of $167.94.Frontier will adjust any additional charges billed prior to April 2, if needed. A Frontier agent spoke with Ms*** to advise. Ms*** is satisfied with the resolution. Ms*** should contact the undersigned is she should have any other questions or concernsWe trust that this information will assist the Commission in closing this complaint. Sincerely, Shabrenia W*** ###-###-####, Ext

Frontier CommunicationsThank you for referring the complaint of Ms*** E ***
to our office for reviewWe appreciate Ms***
bringing this matter to our attention.The Complaint states that:Ms*** E
*** advised that she does not have a Telephone number of
###-###-####
with FrontierShe will not pay the bill of $that she
has been charged.Ms***
advises that she is being billed and charged fraudulently for service she
has never authorized.Frontier has investigated the above statements and offers the
following response:Frontier advises that as of September 22, Ms*** E *** has paid her $bill that is a Subscriber Line for her requested Internet service.On September 05, we confirmed Ms***’s request to have internet service only.She ported out to another provider for her actual Telephone service.There is no fraud activity on Mrs***’s account, this Line is for High Speed Internet service only, per her request.We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Ms*** E *** has experienced because
of the above matter.Frontier
Specialist: Bridget G*** Department: Executive
RelationsTelephone Number: 1/###-###-#### Ext*** Fax
Number: ***

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 he is being charged $for phone and internet that he disconnected and now it’s being sent to a collection agency Frontier has investigated the above statements and offers the following response: Frontier reviewed and we do not show any records of the service being disconnected in DecemberFrontier called and spoke with Mr*** and ask that he provides a statement with his current internet provider that shows the month, date, service, name and address with the company logo in order for us to review for credit 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