Frontier Communications Corp.

it is wrong that they expect a months payment for weeks of service but I see that isn't making sense to anybodyso its their policy that no matter what you pay for a full month when you didn't use it, that in itself is wrongI do understand I paid a month in advance which means I wont get any of that prepayment backthat is fine, the problem is I don't want to get another bill, period, I only used weeks of my prepayment, but their services went up in the mean time so they are going to bill me for the balanceNOI do not want to receive another bill from these peopleits bad enough they wont reimburse people for services not used but its wrong to receive another bill because it went up and they want more moneythis is not the first time I have had problems and had no services that I had to pay for anywayits wrongiif they will do their research instead of fighting with me, I prepaid, so I am paid upper their repI will receive another billFOR WHATI am prepaid for a month so this month even though I only used weeks worth is paid in full, I understand I will not get any money back from the money hungry leeches, I DO NOT WANT ANOTHER BILL FOR ANY REASON WHAT SO EVERand per them I will be getting one.the woman I spoke to 03/jenny wasn't interested in hearing anything (hence the reason I canceled their service, customer service sucks) all she had to say to me is its our policy, its our policy, the reason this is not being resolved is they don't care period

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** is the service has not been reestablished Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate adjustments the internet service was reestablished on February 13, Frontier advises on February 19, Frontier spoke with *** *** and Ms*** advised Frontier that her service is working 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

Yes, I'm asking to only be charged the $130/ month like I had been paying the previous months The customer service agents assured me separate times that this would be corrected to no avail It's for two months, which would be $x = $

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11777528, 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.]
Regards,
Cindy ***
to

Thank you for referring the complaint of *** M *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** states that in March he experienced Internet issues and contacted Frontier to have a repair ticket
created.Mr*** states that the Frontier technician never entered his home but he was billed $for technician isolation fees.Mr*** states that he was advised numerous times by Frontier that the billing errors for the technician isolation charge would be removed and it has not been corrected Frontier has investigated the above statements and offers the following response: Frontier determined that on June 17, Frontier processed a credit of $for one of the $technician isolation fees and $in late feesFrontier processed an adjustment on November 3, for $to correct the remaining $technician isolation fee that was not removed and the $in late fees that occurred from July to October Frontier spoke with Mr*** on November 3, and advised the above informationMr*** is satisfiedWe 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 has slow and inconsistent internet service Frontier has investigated the above statements and offers
the following response: Mr*** contacted Frontier on Augregarding speed issuesTech support was able to troubleshoot the internetCustomer ran speed test and stated that the internet was running fine nowI spoke with customer and advised if he is has any other issues to contact tech support so that we can open up a ticketI agreed to issue credit for $ 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

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*** states that he was told he would be sent a box to return his router and he still has not received itMr
*** further states that he was billed an Early Termination fee that he was not advised of Frontier has investigated the above statements and offers the following response: Frontier advised Mr*** that he does not need to return the Frontier modem and it is his to keepFrontier has reviewed Mr***’s billing and the original phone call and did determine that Mr*** was in fact billed an Early Termination fee in errorFrontier has issued credit to Mr*** in the amount of $The adjustment will appear on the January 1, statementFrontier spoke with Mr*** on December 16, he is satisfied with the resolution 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

February 20, 2018Revdex.com ID#: ***REBUTTAL RESPONSE:On February 19, 2018, Mr*** emailed this rebuttal
directly to me; to which I responded, credits were issued to his account on February
15, but his billing statement generated on February 2, 2018, 13-days before
the credits were issued. As a result,
the credits could not appear on a statement that was processed before the
credits were issued. I informed Mr
*** there would be no new bill generated, as Frontier only processes one
bill per month. However, he should see the credit adjustments on the next
billing statement, which will generate on March 2, 2018. I apologized for any confusion this matter has caused. His
previous bill for February was $205.46, there was a credit of -$34.07, and
-$95.97; these adjustments reduced the total to $75.42. Please allow the new bill to generate, and once it does, the
information I disclosed should reflect on the statement. If any
adjustment fails to post, Mr*** has my direct contact information to reach
me. I am here to assist Mr*** as
best I can. However, I cannot apply an
incompatible $discount to the account.Mr*** is currently receiving a credit of $17.99, which offsets
the charge of $for the HBO/Showtime monthly charge of $17.99. Additionally, he is receiving a credit $
off of the telephone service, $off of the internet service and $off
of the TV service. Mr*** is
receiving discounts totaling $147.97, per month. We sincerely apologize for the confusion this matter has caused.Thank you,Felicia
T***Executive
Customer Relations###-###-####
EXT ***FRONTIER COMMUNICATIONS

Ms***'s service has been restored a credit has been applied to the account for the inconvenienceIf Ms*** has my direct number if they have any additional questionsThank You !

Sincerely, *** ***tel # ###-###-####

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

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:
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
Here is the message I sent them today on their facebook page after I got off the phone with them: I contacted Frontier to cancel my pathetic internet and cable service in Southern California on July 25, It was turned off on midnight on July 29, no service for anything on the 30th, which was my moving daySince Frontier makes customers pay a month in advance I had a credit balance at closingOn August 18, I spoke with Mark Freeman at extension and he said that I was only going to get $refunded since blah blah blah *** *** *** and I caved because I simply don't have the time or energy to keep arguing with you people (which I'm sure is part of your strategy to keep stealing money from customers)A few days ago, even though I haven't been in Southern California since July, I received--not my refund check--but ANOTHER bill with a credit balance of $because, apparently, Frontier feels the need to bone me out of another $Because, you know, their revenue of $2.3B for the 2nd quarter of alone isn't enough(***) I called today and the person I spoke with on the phone insisted that even though I called on the 25th and the service was disconnected on the 29th that I was still responsible for the service until the 4th of August, because their technicians couldn't get out there until thenWhich, again, is ***So not only are the technology services substandard, so it the customer serviceJust send me my $and, please, don't bother me againI want my money back
Regards,
*** ***

Frontier Communications Customer Name: Abbot Diabetes Care Phone: ###-###-####
Thank you for referring the complaint of Mr*** to our office for reviewWe appreciate the opportunity to address this concernThe Complaint states that: This business account had no phone, or Internet since 4/17/Several Frontier supervisors kept telling them the engineer who is working on the problem will call back, but no one has calledFrontier has investigated the above statements and offers the following response: Frontier has investigated the outage and finds the services were restored by 4/26/Mr*** was contacted to confirm this.Credits were issued for days out of service for the phone, $-20.80, out of service on Internet $-28.15, and $-for a missed repair commitment on the repairWe 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 *** and *** *** to our office for reviewWe appreciate Mrs*** bringing this matter to our attention The Complaint states that: Mrs*** states that she initially signed up for Frontier internet services.Mrs*** states
they she then chose to add Frontier Video services to her accountMrs*** states that she immediately received a bill that was substantially higher than she expected, following the addition of her video services.Mrs*** states that she immediately requested to remove the video services, due to the amount of the billing and ultimately only had the video service for one day.Mrs*** states that she was advised that the billing issue would be corrected sooner than it has been Frontier has investigated the above statements and offers the following response: A review of this account shows that Mrs***’s initial billing, following her video install was incorrectThe order completed in error and did not include the correct promotional discounts that would have provided Mrs*** with the accurate billingA Frontier representative has adjusted credits in the amount of $to Mrs***’s account to offset this errorThese adjustments correct for incorrect installation fees and incorrect package pricing as well as late fees that resulted from the billing dispute.A Frontier representative has spoken with Mrs*** and confirmed that she accepts these actions as resolution for her complaintWe 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

Thank you for referring the complaint of *** *** *** *** to our office for reviewWe appreciate you bringing this matter to our attentionAccording to the complaint, the customer has experienced service concernsFrontier investigated and advises trouble tickets account for the
service concerns the customer experiencedFrontier was able to correct the service issues and spoke with *** of *** *** *** *** to confirm all services are working properlyFrontier issued a pending credit for the time out of service and inconveniencesPlease allow 1-billing periods for approval and postingFrontier apologizes for any inconvenience the customer experienced as a result of the above matter and trust this information will assist you in closing the complaintThank you, Sandra PFrontier Communications

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 is trying to get service closed at old address and regain my service at a new
addressFrontier has investigated the above statements and offers the following response: Frontier confirmed that RO order *** with due date of December 26, to disconnect.Frontier made several attempts to reach Ms***; however, we have been unsuccessful in speaking with herFrontier emailed a ‘Please Contact Frontier’ letter to Ms***. 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 It seems to reflect an appropriate change to the bill I see that my on-line account is now a credit balance of $54.33, resulting from a adjustment/credit made of $ I had made a payment of $ There is no detail for the adjustmentI would like to withhold my final decision as to the resolution until I receive the next bill/account statement indicating the changes and credits, along with what the recurring charges will be going forward Additionally, the on-line summary still shows "my services" as high speed internet max and (incorrectly) res 1-pty local measured; the order status for #*** still shows as In-Progress Hopefully this will sort itself out with the next billing cycle However, I am not at all confident yet that my account has been corrected for what services are currently in place.I would also like to say that we did not receive any real assistance for our issue until we used social media to advertise our plight The representative that responded had a wonderfully different response than what we had been getting, specifically we were told to the effect of "you shouldn't be dealing with this and we will take care of it." I do appreciate having finally reached a representative that was truly listening to the issue and empowered to correct the problem.Additionally, I would say that the "system error" explanation does not begin to adequately address the systemic problems we encountered while trying to deal with Frontier I would have hoped for a more nuanced response I will settle for having the account corrected along with the proper credits.Thank you for your efforts in helping to get this resolved
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:Ms*** advises that she has been experiencing intermittent speed and connectivity issues with her Internet service from FrontierMs*** is requesting to be released from her contract with Frontier Frontier has investigated the above statements and offers the following response:Frontier investigated Ms***’s account and has determined that Ms*** resides in an area with a surplus of Internet users that could be effecting Internet service speedsFrontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Ms***’s area at this time.Frontier advises that Ms*** pays $per month for her Frontier internet service, the lowest price available.Frontier had advised Ms*** that she will be released from her contract with no penalty if she chooses to terminate her services with Frontier.Frontier corresponded with Ms*** via email on April 4, to review this information with her 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 you bringing this matter to our attentionMs*** states she does not have FrontierShe advises she requested to cancel the installation on December 27thShe advises she has received a bill for
account number is ###-###-####-***-that is not validFrontier records indicate Ms*** requested to cancel the install of her service on December 27, 2016, however the order had completed earlier in the dayFrontier advises that an order should have been placed to disconnect the accountFrontier spoke to Ms*** and apologized for the aboveFrontier placed an order to disconnect the account and backdated the orderThis backdated order combined with a manual credit that was applied to the account should clear the balance to zero Frontier advised Ms*** the closing statement for the account will generate on March 2, and agreed to review the statement and confirm the all charges billed to the account has been cleared to zeroFrontier provided Ms*** direct contact information should she have additional questions or concerns. 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