Frontier Communications Corp.

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 is experiencing a network issue with Frontier. Frontier has investigated the above statements and offers the following response: Frontier advises Frontier’s network technicians have investigated this matter and determined that there are no issues with Frontier’s network and maybe an internal issue in Mr***’s network.Frontier has contacted Mr*** and advised of the aboveFrontier advises a courtesy credit of $was provided to Mr*** for the length of the investigation of this matter. 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

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 would like to keep the complaint open until all problems are resolved
Regards,
*** ***

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 am *** ***'s grand daughter, *** ***, and authorized user on the Frontier accountAs my grandmother is yrs old, I manage her account with Frontier and with her permission filed this complaint in her nameI have been the one calling Frontier every month as records will indicate
Regards,
*** ***

Thank you for referring the
complaint of *** *** to our office for reviewWe appreciate your bringing
this matter to our attentionThe customer is disputing billed
charges related to the activation of new Frontier service.A review of the account
determined the customer was billed as
follows: $for an activation fee (the fee should have been waived with the
current promotional offer). The customer
was billed for the Security Plus Bundle $MRC+Prorated (the customer
did not request this service). The
customer was billed for the router $MRC+5.99. The total credit issued for the above charges
was $This credit was sent to our Credit Approval Team; however a
subsequent request has been submitted requesting to expedite the initial
requestAn additional credit in the
amount of $was applied to the account to further offset the billed charges
versus the quoted charges, pro-rated charges and taxes and surcharges. This credit reduces the outstanding balance
to $219.13.Sincerely,Amara H.Frontier
Customer Relations Specialist/GM Specialist

Frontier has investigated the above statements and offers the following response: Frontier determined *** internet service is new to the areaFrontier determined the *** Internet was installed.Frontier has spoken with Mr*** and confirmed that services are up and running to his
satisfaction.We regret any inconvenience that Mr*** *** may have experienced as a result of the above matter

Thank you for referring the complaint of *** *** LLC to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** states on May 26, he signed a 2yr contract for Fios internet service which included a $
monthly discountEvery month he had to contact Frontier Communications as the discount doesn’t appearFrontier has investigated the above statements and offers the following response: Frontier has investigated the above concerns and found that the discount of only $is being applied and that the original offering was an invalid offeringFrontier will honor the agreement as the customer does have a signed contract and Frontier Communications will manually enter a $adjustment each month prior to the bill printing until the end of the contract.Frontier has spoken with Mr*** on October 12, to advise of the above information 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

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
frontierMentioning that promotional pricing had ended and this is why the price has hikedThis is not reflecting in any of my statements.all of my statement display random bundle changes, up to of them, with a cost of 7-8$ eachBundle changes I have never made.frontier claims I have been credited in April, and this should reflect on my statement, but it does notI have not received any credit in April.frontier Claims I have been credited in May, however only is credited on that statement.I did in fact talk to a customer rep on 8/24/He promised me a $credit for all my trouble, since it was the 5th time I have to call, frontier should listen to the tape, as the call was recordedHis name was Chriss, ID ***.he also offered the 75/for 69.99, however as of today 8/31/2016, I have logged in to my account and it shows I have 50/Internet and not 75/as promised.finally frontier ends this letter by saying " we apologize for the any inconvenience that Reba Lawnson has experience as a result of above matter" so who is Reba Lawson?is it possible that frontier have mixed up to customers in that case.Revdex.com please do not close this case yet.
Regards,
*** ***

Frontier advises that Ms*** should have been billed monthly installments of $for her wireless mesh extenderAn error in order processing causes this product to bill Ms*** a total of $for the extender.Credits have been issued to Ms***’s account in the amount of $to
offset the incorrect billing.Ms*** states she will return the wireless mesh extenderOnce the product is received a refund in the amount of $will be issued to Ms***’s account, per standard process, in 1-billing cycles.Ms***’s services have been temporarily disconnected due to a back balance on the account, unrelated to the wireless mesh extenderMs*** has been advised of steps to take to restore services.A Frontier representative has advised Ms*** of the above

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*** advised Frontier that he was quoted a lower price than his first bill wasMr
*** advised Frontier that his original order was for a 50/data speed Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on December 30, we reviewed the first bill found an error which we credited and explained to Mr*** the first bill is a day bill.Frontier confirmed with Mr*** the changes he made on December 12, that authorized the data speed changes madeWe 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 Ms*** bringing this matter to our attention. The Complaint states that: Ms*** states she contacted Frontier 12/requesting Internet service and informed there were no ports
available. Ms*** states she was to be contacted once a port became availableMs*** states she then moved in March and then in December received a bill from Frontier for almost $400.00. Ms*** states she was assured the account would be taken care of and then received another bill in March Ms*** states she would like Frontier to credit the account that she was charged for and would like an apology for the endless hours spent to resolve this Frontier has investigated the above statements and offers the following response: Frontier records show the order was created 12/04/but do to no ports available the order was placed on hold. The order then completed in error on 11/11/causing billing from 12/07/until the disconnect date of 12/13/Frontier has credited the account in full on 03/13/17, the $balance will reflect on the 04/01/statementFrontier has spoken to Ms*** and advised her of the creditWe 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. Sincerely,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: *** *** indicates they use Frontier internet to house their VOIP phone systemThey
lost internet service and would like credit for the outage Frontier has investigated the above statements and offers the following response: Frontier reviewed the records for *** *** *** *** and did confirm the outage they experiencedFrontier did credit the account for the outage and inconvenience We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that *** *** from *** *** *** *** has experienced as a result of the above matter

Frontier has spoken to Mr*** about his billing dispute. Frontier has agreed to waive the late payment charges, and Mr*** was satisfied

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 has reviewed the customer’s
concerns and has waived the balance on the accountMr*** will receive a final
statement of zero, to be mailed out on January 1, 2016.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

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 don't believe this company's response until I see the credits applied to my account statementI have getting a run around from Frontier for months and they keep changing their story all the timeI'll accept this response when I actually see the credit applied to my account on the future statementsTo make things worst, I received multiple shipping boxes so that I can send my set up boxes back to Frontier, I have no idea what triggered Frontier to send me empty shipping boxesWhen I call to inquire about this situation they seem to have no idea what triggers this orderLast month I called to cancel Starz channel from my premium services so that I can lower my total monthly expenses which is getting to be ridiculousStarz channel was disconnected for a couple of weeks and it was turned back on again without my authorization. I am expecting to spend the next few months challenging this issue on my future statementsThis is the most unorganized company I have ever worked with
Regards,
*** ***

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention. The Complaint states that: Ms*** states that she has been with Frontier for four yearsDuring the four year period, she has had to make calls to Frontier at least two to three times per month for service issuesThe most recent issue was back in October when she was without the Internet serviceShe called into Frontier and they had listened to all of her concerns and had promised her a credit of $As of December 7, she still did not have her creditMs*** states that she is paying for up to MBPS but only receives MBPSShe is tired of the excuses from Frontier and just wants the higher speeds of Internet. Frontier has investigated the above statements and offers the following response: Frontier states that they have tested Ms***’s line and find no issues at this timeRecently a technician did replace her modemAs per Frontier terms and conditions, Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over timeSpeeds that are offered to the customer are as fast as MBPS, but may only receive MBPS. Frontier advises that Ms*** pays $per month for her Frontier Internet service, the lowest price availableFrontier has issued over the past year, credits totaling $which is more than a year of serviceFrontier spoke to Ms*** on December 27, to advise her of all of the above 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
I have repeatedly asked for a written transcript of the contract I verbally agreed to and my understanding had been recordedI also requested an audio record of the callI was told neither were availableIf I had agree to any long term contract there should be some way to receive written or/and audio of what I agreed to
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for review We appreciate Ms*** bringing this matter to our attention.The Complaint states that:• Ms*** states her internet installation has been delayed several time and she wants a credit for a month of
service.Frontier has investigated the above statements and offers the following response:• Account review shows Ms*** is neither the customer of record or authorized on the account in question and Frontier is unable to provide details regarding this account. We apologize for any inconvenience that Ms*** has experienced as a result of the above matter.Sincerely,Frontier Executive Customer Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention.The Complaint states that:• Mr*** advises that he cancelled his account in mid August but has still not received his refund of $after multiple requests
to have it sent.Frontier has investigated the above statements and offers the following response:• Frontier advises that Mr***’s refund for $was initiated on 11/17/and it will be an estimated 14-business days from that date for processing and delivery• Following is the explanation of Frontier’s refund process: Frontier bills one month in advanceBill statements are generated once each month on the customer’s bill dateThe first billing statement following a disconnect shows credit adjustments for services previously billed after the disconnect dateThe next bill cycle period is a waiting period to allow time for any billing updates which can include third-party invoicing Refunds are not processed during this period in the event of additional billing activity(Activity adds a bill cycle to this process.) After the next statement generates, if a refund is due, the account is placed on a list for manual processing which can take 14-days for the customer to receive their refund check or pre-paid credit card in the mail. • Mr*** was advised that his refund has been processed. 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.Sincerely,Executive Customer RelationsFrontier Communications

Frontier has reviewed Mr*** account and found that on January 20, Mrs*** called to inquire on a higher internet speed and Dish Network service. The consultant reviewed pricing and options with Mrs*** who advised that she wanted to talk with her husband and would call
back. The consultant placed an order to upgrade Broadband Ultra to Broadband Ultimate service. February 24th an order was placed to downgrade back to Broadband Ultra service effective February 27th and a credit of $was applied to the account for the February bill increase. A Frontier representative contacted Mr*** on March 2nd to review the above. He explained that on February 27th the Broadband service went completely down; he called and spoke with several consultants who found that his port was turned off in error. He was advised that the service would be down for days until it could be repaired. His wife has since cancelled service and then had another Internet provider install serviceThe representative apologized and agreed to adjust the final bill due to the errors that had occurred