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. Frontier reached out to me to resolve my issues and service technician and agent who called was courteous and professional
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
The promotional offer was clearly for a $gift card when new service for TV, phone, and Dish TV was set up, which I did. I was only sent $200. It was confirmed by a customer service rep named Joana when I called for service (multiple times) that was the promotion I was signing up for. It was also confirmed via Frontier customer service chat in January that I was eligible to receive $400.
Regards,
*** ***

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*** is disputing her final billing from FrontierFrontier has investigated the above statements and
offers the following response: Frontier spoke with Ms*** on March 7, 2018, and reviewed account.Frontier found Ms***’s account was closed on January 12, 2018, however a repair ticket was called in on her account on January 2, Frontier issued credit for $for service from January 2, to January 12, 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
Regards,
*** ***
Frontier credited some charges after I made the complaint but have not received a call from themThey say having attempted contact, however it that was the case a message should have been left in case I was unable to get the callMy email is also known to them and do not have any messages in that form eitherI paid $as they have me in collections and cannot have my credit be damaged by their mistake and continued disserviceAdditionally, we asked them to give us a new router/modem as the old equipment has been failing, to the extent wireless connection ineffectiveness forces us to use our phone dataWe have asked them twice and it has been promised to be sent by mail twice, still no modem has arrived. I would like to be credited the excessive amount I already paidhave a new modem/router and better wireless internet services as wellIn the event they have forgotten my phone number ###-###-#### here it ismy personal email is ***.***@yahoo.comI hope this can be resolved soon, as it has been months of waiting since Verizon made the changeWould like to request someone in the USA to help us not the outsourcing folks in the Philippines that have no clue how to handle these issues and whom we have been dealing all this time

Frontier Communications Thank you for referring the complaint of Mrs*** to our office for reviewWe
appreciate Mrs*** bringing this matter to our attention The Complaint states that: Mrs***’s complaint states that she called to start service with a Verizon offer for high speed internet for $for life and that Frontier has increased her internet to $per monthFrontier has investigated the above statements and offers the following response: Frontier records show that Mrs***’s internet did increase, in November 2017, by $per month for internet service from $due to a rate increase. Frontier records demonstrate that Mrs*** was incorrectly moved to an everday low pricing package.Frontier has corrected the product codes to add the account back to the Price for Life.Frontier has generated a credit of $effective immediately for the months of December until April 2018.Frontier apologizes to Mrs*** for the error and inconvenienceWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Mrs*** may have experienced as a result of the above matter Frontier Specialist: Donna M*** Department: Executive Customer Relations Telephone Number: ###-###-#### Fax Number:

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Mrs*** advises that her Frontier billing had increased and she decided to cancel
services but was not able to reach FrontierMrs*** states she was able to speak with Frontier on December 15, and agreed to stay with Frontier for $ a monthMrs*** advised that her phone was out of service between December and December 18, She also received a new bill for $ Frontier has investigated the above statements and offers the following response: Frontier advises that we reviewed Mrs***’s accountHer bill did increase due to three month promotions that expired December 4, for premium channels in the amount of $ 49.99, Equipment discount in the amount of $ 10.00, and TV discount in the amount of $ 20.00.Frontier advises that Mrs*** did speak with Frontier on December 15, and re-bundled her package with a new year price plan for about $ after taxesMrs***’s bill printed on December 10, 2016, which was before she agreed to the re-bundleWe did advise Mrs*** the order was placed correctly and will show on her next print date of January 10, The bill will be back dated to December 15, 2016.Frontier also advised that we credited her two days of no phone service from December to December 18, We 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

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,
Diane ***
I STILL DO NOT HAVE PHONE SERVICE!!! AND I AM STILL RESETTING MY MODEM EVERY MINUTES JUST TO HAVE AN INTERNET CONNECTION WHAT WILL IT TAKE!!?!?!

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 spoke with an online representative in regards to a promotion that was no longer in effect, was told
that if he didn’t change his plan his rate wouldn’t change, confirmed times with that repCustomer was skeptical so he chatted with another online rep a few days later after auto pay deducted $more than his regular bill and was told that regardless what the prior rep told him that she would not be able to place the credit, customer asked to speak with supervisor, he was told that no one was available through chatCompliant is that I was given advice by a CSR and Frontier would not honor thatHad I been told there was nothing they could do to keep my rate the same or cheaper, I would have had weeks to set up new service with someone elseNow, I'm stuck with an increased rate for another month while I make other arraignments Frontier has investigated the above statements and offers the following response: Frontier may offer promotions on pricing and services to eligible customers at various times. Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotions. If eligible, customers must agree to applicable terms and conditions for a promotion to apply. Generally, promotions are not automatically applied to customer billsFrontier has apologized for the mistreatment and will provide training and/or discipline for the second online representative 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 matterTell us why here

Frontier has investigated the above statements and offers the following response: Frontier advises, due to an initial isolated agent error, a discount was offered for product or service that was not eligible for the discount, resulting in an inaccurate quote.Frontier advises that since the
initial contact the product or service that was ineligible has been switched to an eligible service for the discount.Frontier spoke with Ms*** on January 17, and provided the expectation regarding the monthly recurring charge for the next billing cycle, based on the discounts that are now applied to the accountFrontier provided Ms*** the assigned representative’s contact information for any future questions or concerns 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*** *** advises he was told that when his wife’s account was closed we would activate
his new account in his nameHe explained that he was without internet for nine daysFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** *** on August 30, 2017. Frontier explained that we will provide nine days out of service credit and an additional $creditFrontier all so issued a $adjustment on closed accountFrontier will follow up on the next bill to ensure accuracyWe 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*** advises that he canceled his services in August and was advised that he did not need to return the modem;
however, he was billed for unreturned equipment fees in the amount of $Frontier has investigated the above statements and offers the following response: Frontier advises that an adjustment in the amount of $was applied to Mr***’s account on January 4, and is reflected on his January statementFrontier confirms that the account is closed and there is no balance due.Frontier spoke with Mr*** on January 16, to review this 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

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
The following was not trueThe corporation was dissolved and all accounts were closedThe debt should have become part of the NY state registered corporation, it is NOT legal to charge an individual of the corporation, who is no longer associated with the corporation, any amount that was past dueAgain, I received no such "final" notice from Frontier.
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 wants to cancel her Frontier TV, internet, and home phone services
cancelled and have her contract terminatedMs*** advises that she would like to have Frontier send her a final billFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms*** on February 27, 2017. She was advised that an order had already been placed to have her phone number transferred over to another provider so that she can keep her same phone number, and once that transfer process completes, her TV and internet services will automatically be cancelled. Frontier advises that a closing statement will be sent out at the start of the next bill cycle, which begins March 16, That bill will be prorated, so that the customer is charged only for the number of days in the services were active, and the billing end date reflected on that statement will be February 24, 2017.Frontier advises that Ms*** is aware that there will be an early termination fee of $124.45, which will be on her closing statement. 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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** states that he was billed for a service on an account that he did not authorizeMr*** states he canceled
his service with Frontier in October and did not transfer the service to his new locationMr*** states that he paid off his account at his old address before ending his services.Mr*** states he requested a fraud investigation to be opened but he has not received any further information on thisFrontier has investigated the above statements and offers the following response: Frontier records show that Mr*** requested to transfer his existing Frontier service on October 7, Frontier advises that an order was placed to transfer Mr***’ services and was completed on October 17, 2016.Frontier records show that Mr*** requested to cancel his services on November 23, 2016. Frontier advises that the order was not placed until January 26, 2017.Frontier advises that there was a balance of $due for his October Mr*** confirmed with his bank that he did not see that a payment was made for his October servicesFrontier advises that a fraud investigation was not completed as this was not a fraud issueMr*** had service with Frontier and requested to transfer his services to his new addressFrontier advises that adjustments in the amount of $have been applied to Mr*** account leaving a balance due of $for services up to November 23, 2017.Frontier spoke with Mr*** on July 10, to review this information with himWe 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: Delay of upgrade in Internet speed Frontier has investigated the above statements and offers the
following response: Frontier Communications reached out to Ms*** on 7/8/to verify that Internet speed upgrade had completedMs*** responded back on 7/9/verifying that it had and requesting credit for missed commitments and poor customer service experiencesCredit, in the amount of $25, for missed commitment was applied to the account on 7/11/Credit, in the amount of 425, for poor customer service experience, was applied to the account on 7/11/ 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 matterTell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will be satisfactory to me. However, I am waiting for the equipment to be removed and the refund to followOnce the intent of Frontier has been completed and I have been notified of refund I will be satisfiedUntil then, I wish the complaint to remain open
Regards,
*** ***

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 Nevertheless, I think they should be held responsible for being completely unprepared and thoroughly useless to alleviate current and new customer complaints and concernsWhat they have done can be described many way, but ultimately it is a fiasco and they should be punished for this huge inconvenience to millions of customers
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr***
bringing this matter to our attentionThe Complaint states that: Mr*** advises that he established new service with Frontier and was billed for hidden fees in the amount of $on his first statementMr*** also advises that he canceled the Frontier services and was advised that he still had to pay the balance due of $Frontier has investigated the above statements and offers the following response:Frontier advises that Mr*** placed his order for new service online and the onetime charges were explained during the order processFrontier records show that Mr*** checked the box accepting the onetime charges in the amount of $84.99.Frontier advises that the services were established on November 21, Frontier advises that an order was placed to disconnect Mr***’s services on December 20, Frontier advises that the balance of $is valid and there are no credits due to be issuedFrontier spoke with Mr*** on December 8, to review this information with himWe 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 meThe remaining issues I have are with the policies that Frontier is operating with1) They sell their "Up to Mbps" product AS Mbps2) When ordering new service they do NOT inform you of the actual speed cap at your address3) The technicians close the trouble tickets WITHOUT verifying the service is operating correctly4) Trouble Tickets opened by the customer can and will be closed by someone elseThis is counterproductive at best, downright theft the rest of the timeRegards, *** ***

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 his account was not closed out for the date requested of August 30, Mr
*** states he has been over billed for services and should not owe any money to Frontier Frontier has investigated the above statements and offers the following response: Frontier spoke with Mrs*** *** on December 22, regarding the above complaint in which she confirmed the $billed amount is in dispute.Frontier explained to Mrs*** that after a full review Frontier has determined that the $is an incorrect amount owedFrontier also concluded that the proper adjustment amount, based on the August 30, date that was confirmed in Frontier’s ordering system, should be $163.09.Frontier advised Mrs*** that the appropriate adjustment has been issued and approved for the amount of $and that a refund will be submitted to Mr*** *** at their new address.Mrs*** was satisfied with the resolution provided by Frontier 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