Frontier Communications Corp.

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 I appreciate how fast Frontier communications responded to my compliant
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 the promotional pricing she had been getting for her internet service should have stayed
at $per month for years, but Frontier increased her monthly rate in January by $to $Ms*** advises that Frontier told her that her promotional pricing would continue for another year, but since then, she’s had to call in every month to request a $adjustment on her billMs*** advises that Frontier needs to credit the $forwarding balance that carried over from the March billing cycleShe also advises that she should not pay for any service rendered after April 7, Frontier has investigated the above statements and offers the following response: Frontier advises that that promotional rate for the customer’s internet service was valid for only one year. Since Frontier’s system would not allow the price to be reverted back to the $rate, due to the expiration of the promotional rate, the $difference had to be manually credit each monthThe March bill did not get credited, resulting in a $balance that carried over into the April billing cycle. Frontier spoke with Ms*** on April 18, 2017, and advised her that the $carryover balance from the March billing cycle and the $late fee will be credited. She was also advised that since she had internet service was disconnected in the middle of the April 7, billing cycle, her May statement will be prorated for from that date up until April 14, 2017, when she cancelled service with Frontier. The total dollar amount for that prorated bill should come out to approximately $ Frontier advises that the credits for the $carryover balance and the $late fee were credited on April 18, and will be reflected on the customer’s May 7, statementWe 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 reviewWe appreciate Ms*** bringing this matter to our attention. The complaint states that: Ms*** advises that she contacted Frontier in May, to cancel her account on June 9, as she was
moving. Ms*** advises that Frontier was sending out a box for the return of her modem and she sent the modem back on June 9, 2017.Ms*** advises that a few months later she starting receiving bills for $240.00. Ms*** advises that she called Frontier and two managers refused to listen to her complaint and insisted that she owes the money. She advises that it is now in collections and unpaidFrontier has investigated the above statements and offers the following response: Frontier investigated and found that MsWagner’s service was disconnected in error on May 16, instead of June 9, 2017. Ms*** called Frontier to see why her internet was not working and a representative placed an order to get her service back working with a new account number. The new account never got cancelled on June 9, and was billing her monthly for the service until it was cancelled on October 2, with a balance owed of $240.28.Frontier advises that credit for the $has been applied to her account and it now has a zero balance. Frontier advises that the OCA (Outside Collection Agency) will automatically be notified of the credit adjustment to the account and will be pulled back from her credit.Frontier spoke with Ms*** on February 26, and advised of the above and she has direct contact information 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 review. We appreciate her bringing
this matter to our attention.In the complaint Mrs*** expressed concern regarding difficulty
getting customer service from Frontier. Her contract was about to expire and
she does not want to pay more for
the same services new customers are receiving. The customer would like to stay with Frontier and pay $for 100/
internet and receive a $gift card. She stated they can switch the name on the account to her
husband’s. This would start a new
contract for months and this would make her happy.Our records indicate the customer subscribes to the Frontier Freedom
Plain, FiOS Internet 50/50, and FiOS TV Prime HD. The customer is a Lifeline customer receiving
$credit each month. In addition,
the customer receives a FiOS Video Promotional Term discount of $10.00. The customer also received a $discount
for internet service and a FiOS TV Promotional discount of $10.00. As of January 9, 2017, the customer lost two
of her discounts of $25.00, due to expiration. As a result, the bill increase was approximately $25.00, plus
taxes. Mrs*** agreed to place an order to change ownership of account
to Mr*** ***; however, this change would not alter the status their
eligibility to qualify as a new customer. The system would continue to recognize the address as one with existing
service. As of January 16, 2017, the
order *** was cancelled. Once this
order completes out, we will attempt to process an order to determine what
promotional offers the account eligible for. Mrs*** stated she paid a deposit to Frontier in the amount of
$339.00, via credit card. This payment
does not yet show posted to the account. It was requested that Mrs*** provides documentation of her credit
card statement, reflecting proof of clearance of the transaction to Frontier in
the payment of the $339.00. Once
Frontier receives proof of the cleared transaction, we can begin processing a
refund to the customer’s credit card. As of January 16, 2017, Mrs***’s account reflects a balance due
in the amount of $117.53. We issued a
credit for $19.29, which is the difference between the previous monthly charges
and her most recent statement of $147.32. This was one time adjustment issued, until this matter is totally
resolved. We sincerely apologize for any confusion this matter has caused. Should Mrs*** wish to discuss this
matter further, I can be reached at ###-###-#### EXT ***.Sincerely,Felicia T***Executive Customer RelationsFRONTIER
COMMUNICATIONS

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 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 *** *** bringing this matter to our attention The Complaint states that: *** *** advises that she has been over billed on her Frontier account Frontier has investigated the above
statements and offers the following response: Account research failed to locate an account for Ms*** at *** *** *** *** *** ** *** A Frontier representative attempted unsuccessfully to reach Ms***A contact letter was sent on January 3, 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 Frontier Specialist: Amy B*** Department: Consumer Relations

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that the initial quote given was before equipment, taxes and surchargesDue to an isolated Frontier error, the equipment was not included in the subsequent quoteFrontier, as a
courtesy, has removed the set top boxes from billing.Frontier spoke with Ms*** in regards to the aboveFrontier also confirmed that the Amazon gift card will be sent for the amount of $400.00, as originally advisedMs*** presented no further questions or concerns 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
Regards,
*** ***On their website they offer "up to" and I use that term loosely 24Mbps for all I want from them is to fix their congestion and if not that then charge me accordinglyI shouldn't have to pay the premium price if I'm getting the lowest service offered. how would you feel if you signed up to your local cable company and paid for the premium channels and could only watch them certain times throughtout the day? gets frustrating after awhilewhile they say I receive the 6Mbps isn't always what I get, I get a fluxuation of speeds ranging from 0.28kbps to 6mbpsif you would like I could start screenshotting the upload speeds from speedtest.net

Frontier has investigated the above statements and offers the following response:Frontier advises that the call has been reviewed in regards to the billing discrepancy involving the addition of the phone service on service order: ***.Frontier advises that Mr*** *** contacted Frontier
on July 19, and spoke with a customer service representative, AshanFrontier advises that Mr*** began the call asking to add his wife as an authorized userAfter adding Ms*** as an authorized userAshan asked Mr*** if he would like to add a bundled phone package to their internet service for for unlimited local and long distance callingMr*** stated that he would like thatAshan advised that the phone line will take into effect on Tuesday (the next day) and his order confirmation number is: ***.Frontier advises that Mr*** was quoted $for the addition of the phone package, not $Frontier has quoted and billed Mrand Ms*** appropriately. 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

Frontier CommunicationsComplaint Number: 12342999 Company
Code: Click here to enter
text.Customer
Name: James
*** Phone: (217) 379-2251Thank you for referring the
complaint of *** *** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Mr*** advises that he is being charged $cancellation feeMr*** stated services has been bad for yearsFrontier has investigated the above
statements and offers the following response:Mr*** was enrolled in a month commitment that was scheduled to expire on June 21, The early termination fee was billed when Mr*** ported his services to another providerThe early termination fee is valid and sustainedAfter reviewing Mr***’s account, Frontier records found only one (1) trouble ticket reported for internet services.The customer reported Internet issues on April 20, and tech was dispatched on April 21, and replaced modem and installed splitter and filters.The early termination fee is valid and sustainedWe 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 Specialist: Tocoma
K. Department:
General Manager

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 *** *** to our office for reviewWe appreciate *** ***
bringing this matter to our attention The Complaint states that: Mr*** states his service went down he contacted Frontier and advised that he would be disconnecting his service if the repairs continueMr*** states he made attempts to contact and disconnect service however the office were closedMr*** daughter was finally able to speak with Frontier and disconnect service as of February 20,Mr*** account was not disconnected on the date he was advised and called to disconnect and is disputing the charges on the accountMr*** wants his account credit and credit reported updated Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and we show that the service was disconnected as of March 2,2017.Frontier shows the balance due is $which is from January until the date of disconnect which was March 3.Frontier called and spoke with *** and advised that this account has been sold to *** *** *** and she must contact them at *** *** *** to dispute any charges.Frontier advise once an account is sold to an outside collection agency any dispute would have to be made to the collection agency 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 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

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

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

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

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 and thanks to Henry at Frontier who resolved the issue
Regards,
*** ***