Frontier Communications Corp.

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 that the bill with Frontier is incorrect due to a contract with the former ownerFrontier has investigated the above statements and offers the following response: Frontier advises that the billing is correctFrontier spoke with Ms*** regarding the account on February 22, 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: Ms*** is disputing the early termination fee billed for the removal of Internet service Frontier has investigated the above statements and offers the following response: Frontier researched Ms***’s account and determined the early
termination fee was billed due to auto renewal of the promotional priceFrontier has issued credit of the $and spoke with Mr*** to advise of the above

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 belowI require an adjustment to my bill to reflect what was told to me by the representative when I switched carriersThey owe me approximately $so far that I was overcharged
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** advised monthly recurring charges has been inaccurate. Frontier has investigated the above statements and offers the following response: Frontier Communications investigated and placed an order on September 27, to add the appropriate promotions to Ms*** account.Frontier Communications had advised Ms*** going forward the monthly recurring charges will be $plus taxes and surchargesWe 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 attentionThe Complaint states that: When Frontier took over service from Verizon the Internet service and television service was not working. The
functionality of the Frontier application was not working like Verizon’s application didHe wanted to have the Frontier application operate the DVR function, like Verizon didHe was also told by a Frontier representative he would be getting a credit of $75.00. Mr*** wanted to be sure he received thisFrontier has investigated the above statements and offers the following response: Mr***’s Internet started working and the television service was partially restoredThe On Demand was a fully known difficulty Frontier was having after taking over the service from Verizon. The On Demand function has been restoredThe DVR functionality Mr*** is referring to on the Frontier application is not operational. Frontier does not nor will have that functionality. Our Internet help desk spoke to Mr*** to inform him of this after they investigated the matter. Frontier has also issued the credit of $total with taxes. Frontier Consumer Relations department has attempted to reach him to discuss this with him. We needed to know if it was agreeable to close out this complaint. After several attempts of leaving messages with direct contact information, we had to close out this complaint stating no customer response. A letter is being sent to Mr*** with all the contact information for myself, Kim B***, as I am the one that handled this complaint. If he wishes too, he can still contact me regarding this matter. 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

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

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 allowing Frontier Communications to assist *** *** in this matter.A Frontier representative spoke with *** and then spoke with tech super Antonio who called and expedited for 12/27/2016. Also a credit adjustment was issued in the amount of $

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this
matter to our attention The Complaint states that: Ms*** states she was billed for service that she did not have as the Internet service was downFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that the Internet service was down for the month of August A Frontier representative applied an out of service credit in the amount $for one full month of Internet service on October 16, 2017.Frontier has made several attempts to contact Ms*** and was unsuccessful. Frontier mailed Ms*** a letter to provide the direct contact information for a Frontier representativeWe 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: Billing adjustments and correct billing Frontier has investigated the above statements and offers the
following response: Frontier has submitted and approved adjustments on to Mr*** account in the amount of $for the installation charges on 08/29/The account also reflects adjustments of $and $on 08/10/Total credits on the account is $ 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 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

Customer cancelled service and received bills from Frontier after Frontier has investigated the above statements and offers the following response: Frontier has investigated the customer ’s account and determined that it had been disconnected as of July 25, 2016.
Frontier issues two statements after an account is closed. We send a closing statement which give prorated credit back for time billed and not used for Frontier products. This bill will also include any residual charges from other providers such as Dish in this case. The customer will then receive a final bill as well.The Frontier bill dated July 4th 2016, included $in Dish charges. This bill generated before the cancellation date of July 25th, 2016.The August is considered the closing statement and it included prorated credit for Frontier and residual Dish charges of $73.25.Frontier issued credits for Internet service due to customer issues which also appears on the closing statement, $40.16. Frontier advises that when a customer is combined with Frontier and in this case Dish, when Dish sends their charges over, Frontier pays it immediately, and then places those Dish charges on the combined bill. Frontier paid the July Dish charges of $and paid the August charges of $73.25. The customer’s account balance with Frontier is $after the above credits applied. This balance is the Dish portion and needs satisfied. Frontier confirmed with Dish that their separate billing generated on July 27, and timing of separating this out may be confusing. The customer paid the Dish bill of $106.99. The August Dish bill reflects credits given to the customer in the amount of $124.21(which transferred over from the combined billed account from Frontier), this bill included other Dish credits leaving the customer with a credit balance on their end. Again, this is due to Frontier paying those charges upfront and credit being transferred to the separate Dish account; however, the customer has not settled up with Frontier.Frontier spoke with the customer advising they owe $to Frontier, she says she will pay but not satisfied

Frontier’s Business team has done extensive research on the accounts in question.Frontier did bill in error a 2nd DSL (standalone) to *** - Monthly rate was $+ $for static IP =$Minus discount we were crediting $75= $per month over billed for months.When Mr*** called to
request a refund, all that our company policy would give is months back credits which was a credit of $plus taxes which was issued on 1/6/17.The total overbilled for months = $Minus credit $150= $overbilled between 2/8/and 11/18/16.The Business team called ###-###-#### and spoke to *** ***, and explained that Frontier could not offer him a full $credit however instead could offer him a $monthly save credit for months = $-- he declined the offer, stating that they will be leaving Frontier due to this overbilling and our refusal to issue proper credits.Mr*** stated if Frontier would issue the full credit that was owed to him in the amount of $that he would stay with Frontier.A Business supervisor did agree to a full $credit for the overbillingThe Business team is issuing this credit in $increments for months.The Business team contacted Mr*** and he accepted this credit offer.Frontier does apologize for any miscommunication or inconvenience caused

Frontier has investigated the above statements and offers the following response: Frontier waived all installation fees as a courtesy for Ms***.Frontier advises that no additional credits are warranted.Frontier charges a day minimum for services that are kept less than days. 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 has reviewed Mr***’s account and found on January 31, he contacted Frontier requesting Internet service. An order was placed adding Simply Broadband Ultimate service with the Single Play and Amazon Gift Card promotions effective February 8, 2017. Frontier advises that
the Single Play promotion on the Simply Broadband Ultimate services provides the customer with a monthly rate of $for the 1st year and $the 2nd and 3rd years. Frontier has found that the representative misquoted a rate of $for years and advised that the rate would increase $at the end of the year offerFrontier advises that Internet service speeds are based upon many factors, including, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over timeContact was made with Mr*** on February 26, to apologize for the inconvenience and advise that we would honor the misquoted rate of $through February 7,

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,
*** ***

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

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: *** *** states to have made phone calls to Frontier in May to have cable disconnected and
to have the charge for the service removed from billing*** *** states to date still being billed and no adjustments have been made Frontier has investigated the above statements and offers the following response: Frontier called *** *** on September 2, 2016, September 8, 2016, and September 9, *** *** was not available so Frontier left a message three times and also sent a call me letter on September 9, in hopes of reaching *** *** to resolve 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

Frontier Communications Thank you for referring the complaint of *** *** to our office for review
We appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** states he was not understanding his Calling PlanMr*** states that he is being charged for out of state long distance calls and he thought he had unlimited long distance calling Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Mr*** and advised that the package he has is Unlimited but per Assignment the carrier was incorrect and it was fixed.Mr*** is appreciative and is satisfied with this 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 Frontier Specialist: Sharie P*** Department: Consumer Relations Telephone Number: ###-###-#### Ext1122650 Fax Number: ###-###-####

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Ms*** account and discovered that her final bill in the amount of $was due to one missing payment and final charges upon closing her account. As a courtesy, Frontier removed
the two late payment fees posted to her account bringing her balance due to $61.22. Payment was received on January 24, 2018. The account has a zero balance. Ms*** had inquired about the $Amazon card offered to her when she signed up with Frontier. In order to qualify for the Amazon gift card promotion offered to her in April as a new customer, Ms*** needed to fulfill her three year term for the Simply Broadband Max and unfortunately terminated her services after four months which disqualified her of the gift card promotionWe regret any inconvenience that *** *** may have experienced as a result of the above matter