Frontier Communications Corp.

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

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*** is disputing a bill for service from FrontierFrontier has investigated the above statements and
offers the following response: Frontier reviewed Mr***’s account and determined that, due to an order entry error, Mr*** was billed incorrectlyFrontier has issued a full adjustment for the incorrect charges.Frontier advises that Mr*** was pre billed for this services until the end of the bill cycleThe balance due on his account is $78.37Frontier spoke to Mr*** on November 17, and advised of the above informationWe 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 *** *** 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

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

Frontier has investigated the customer's Internet speed issue under an FCC complaint and found congestion affecting her Internet serviceThe project, completed August 10th, added some stability, but was not able to resolve her connection and speed issues. We do not have any future projects
scheduled for her area. We have examined the customer's lines for trouble, but have had no recent repair reports for either lineOn September 16th Frontier left a message for Ms*** to call in to discuss any trouble she is having

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 she is having difficulty accessing her account at the Frontier website. Frontier
has investigated the above statements and offers the following response: Frontier advises on March 7, Frontier spoke with *** *** and is being assisted by technical support to address the issueFrontier advises *** *** has a direct point of contact to Frontier for any further assistance with this issueWe 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 did not resolve my complaint. For your reference, details of the offer I reviewed appear below
Unfortunately Frontier, who represents Verizon in Pennsylvania, hung up while we were on the phone for an extended timeThe 'port out' issue wasn't a problem for another phone company and they did not need access to any of the lines except oneShe was quoting older orders and didn't have all the informationIt was ultimately resolved on 12/19/but not because of the complaint but because the tech was availableIt was incredible difficult to get a tech to come out before their 'day waiting period' which was a Verizon issueExtremely poor customer serviceThe company is obviously too large and has lost touch with it's consumer
Regards,
*** ***

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 requested an upgrade in internet services over a course of six months and multiple attempts
Customer experienced lack of communication on the status of upgrade and information Frontier has investigated the above statements and offers the following response: Frontier apologizes for the frustrationThe facilities that customer was being serviced from, was not capable of the upgradeAfter further investigation, Frontier was able to find a facilities that customer could be moved to and the upgrade was completed on July 13, Customer has been provided a $for the frustration on July 7, Customer has been provided contact information for any further questions or concerns 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 CommunicationsComplaint Number: *** Company
Code: N/ACustomer Name: ***
and *** *** Phone: 951-927-8049Thank you for referring the complaint of *** and
*** *** to our office for reviewWe appreciate MsMyra L*** bringing this matter to our attention.The Complaint states that:Ms*** ** ***
advises she notified Frontier of service move and cancellation on June 8,
2017. She continued
receiving bills after disconnect request of her parents Frontier service
account.Her parents
are both now deceased, and service was no longer needed.She requests
credit for July through October 2017.Frontier has investigated the above statements and offers the following
response:Frontier advises that no prior calls were received on a disconnect request, in reference to Mrand Mrs***’s Frontier service accountFrontier Communications expresses its Condolences to Ms*** in the loss of her parents.Frontier further advises that we processed disconnect with order # *** to be effective October 19, because of the past due, unpaid balance.The remaining account balance is $269.57.We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that *** and *** *** have experienced because
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: Ms*** states that they were billed for an equipment which was to increase the speed for their internet however it did not workMs*** would like credit back for the equipment that was purchasedFrontier has investigated the above statements and offers the following response: Frontier reviewed the account and we show that a return label was emailed on December 22,2017.Frontier has not received the equipment once we receive the equipment a credit can be requested 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 him bringing this matter to our attention The Complaint states that: *** *** states that Frontier owed a credit of $to him*** *** states Frontier employee was scheduled
to hook him up with service and he never showed up but started billing himHe states he paid collections $Frontier has investigated the above statements and offers the following response: Frontier spoke to *** *** on December 12, and informed him Citibank sent a refund of $to himHe states he never used the Citibank refund card and wanted to file a fraud claim*** *** states he called Citibank on December 13, and they are sending him a fraud packet and they will assist him further*** *** also wanted assistance on $payment he paid on 562-592-he states his service was never activated but paid the bill because he didn’t want bad creditThe account 562-592-was sent to an outside collection agency and per Frontier collections department *** *** has to call them directly to file a claim/dispute.*** *** called December 14, stating outside collection agency did not help him and wanted a call backFrontier attempted to call *** *** several times and he was not available so messages were leftFrontier mailed a call me letter January 2, We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that he has experienced as a result of the above matter

Frontier CommunicationsThank you for referring the
complaint of Todd
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Mr*** advises that the price he was quoted for services was not reflecting on his billFrontier has
investigated the above
statements and offers the following response:After a review of the account, we have confirmed the one of the promotional discounts was not activatedAs of 01/04/the promotional discount has been activated on MrBaden’s accountFrontier records also reflects that Mr*** was issued credit for the missing discount in the amount of $39.72.We have also applied a customer value discount for the next months in the amount of $40.00We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that MrBaden
has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager

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.Fronteir overcharged us by more than $in the month of November which they forced us to pay by holding our internet service hostage, even though we made our regular average monthly payment The refunded "prorated charges of $311" are in further excess for charges that we incurred during the dispute processWhich has now gone on so long that now they can claim they have no record of it
Regards,
*** ***

Thank you for referring the complaint of *** *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that Ms*** is experiencing issues accessing Video on Demand during the transition from Verizon to FrontierFrontier has
investigated the above statements and offers the following response: Frontier understands that some customers experienced issues viewing the previously available Video on Demand content during the transition from Verizon to FrontierVOD is now available, and Frontier is continuing to add more titles each day, including those movies and TV shows previously purchased by the customersFrontier apologizes for any inconvenience this may have causedWe spoke with Ms*** and issued her a credit of $to her accountMs*** knows to contact *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 you bringing this matter to our attention Mr*** advised that his internet was not working and she inquired about compensation for inconvenience and possible loss of business Ms
Davies contacted Frontier Communications regarding the above concerns. The internet issue was repaired. Frontier Communications does not compensate for inconvenience nor possible loss of business.Acredit has been applied to Mr*** account. We trust this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Frontier CommunicationsThank you for referring the complaint of *** *** to our office
for reviewWe appreciate Mr*** bringing this matter to our attention.The Complaint states that:MrTyler
*** has requested a billing adjustment due to a promised rate pf $
per
month.His rate was
higher because he was charged installation fees and he needs assistance to
fix the bill.Frontier has investigated the above statements and offers the
following response:Frontier advises that a credit for the installation fees of $was issued and is reflected on the May 1, billA credit of $was also issued and appears on the June 1, bill.He has disconnected his service as of June 5, and we bill a month in advance, so proration credits will be forthcoming on the closing statement or final bill.Additional credit for the HBO has been applied and will also be reflected on the Final Bill.We continue to explore options to ensure a consistently positive service experience for our customers and apologize for the inconvenience.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
Specialist: Bridget
G*** Department: Executive Relations

Frontier CommunicationsThank you for referring the complaint of Mrs*** A
*** to our office for reviewWe appreciate Mrs***
bringing this matter to our attention.The Complaint states that:Mrs*** *** has received a replacement set top boxShe should
not have to
pay a monthly charge for non-working equipment.Mrs***
received shipped equipment and could not activate without a tech coming to
her home.Frontier has investigated the above statements and offers the
following response:Upon further review we determined the equipment was not workingA one-time credit of $has been applied.Frontier advises our Business practice is to use self-install processes whenever possible.When equipment shipped prevents self-install a technician will need to be dispatched in order to ensure connectivity.We apologize for the trouble the customer has experienced.Please allow thirty to sixty days for the credit to be reflected on a future statement.We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Mrs*** A *** has experienced as
a result of the above matter.Frontier
Specialist: Bridget G. Department: Executive Relations

Thank you for referring the case of *** *** to our office
for review. We appreciate you bringing
this matter to our attention.Frontier has investigated this case from *** ***, account
number *** in the amount of $175.29. The account will be pulled from the Outside
Collection
Agency; credited in full; and a letter of letter sent to the credit reporting
agency if the account has been correctedFrontier called and spoke with Mr*** on September 8,
and gave him my direct information and reviewed above informationMr*** is
satisfied and will call if future needs arise.We trust this information will assist you in closing this
case.Sandi B.Frontier Communications

The Complaint states that: Ms*** states that she has not received her $Amazon giftcode. Frontier has investigated the above statements and offers the following response: Frontier states that a representative attempted to reach Ms*** on Novmeber 18, with no
response.Frontier states that the terms of service and acceptance for the giftcode had been sent to the incorrect email address.Frontier also states that a representative updated the email address on Ms***’s account to ***, per contact email on complaint.Frontier also states that the terms of service and acceptance email was resent to above mentioned email with instructions to follow.Frontier also states that after terms are accepted Ms*** should be emailed the giftcode within weeks

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 that she was billed a broadband installation feeMs*** also advises that her bill has increased and she is now missing promotional discounts that she was quoted Frontier has investigated the above statements and offers the following response: Frontier has investigated and determined that the promotional discounts have been reactivated.Frontier advises that credit adjustments have been applied to Ms***’s account and will appear on the March 10, bill statement.Frontier spoke to Ms*** on February 27, to advise of the above information and will follow up to verify the March 10, bill statement is correctWe 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