Frontier Communications Corp.

Multiple attempts have been made without success to reach Mrs*** and our direct contact information was provided should she have additional concerns
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs*** has
experienced because of the above matter

Frontier Communications Thank you for referring the complaint of *** *** to our office for reviewThe complaint is in regard to an
account in the name of *** ***. We appreciate her bringing this matter to our attention The Complaint states that: Ms*** placed an order for services in her new homeMs*** was requested to make a deposit payment of $to setup the account as well as provide proof of identityMs*** found another provider for the servicesShe contacted Frontier to cancel the orderMs*** has requested a refund of the deposit amount, but it has yet to be returned Frontier has investigated the above statements and offers the following response: Establishing credit is a process Frontier Communications uses to qualify an applicant for new service based on credit-worthiness. This process determines deposit and advanced payment requirementsBased on the information initially provided to Frontier, Ms*** and Mr*** were requested to provide a deposit and positive identificationMs*** has chosen to cancel the installation process and the deposit will be returned to Ms***Frontier has reached out to Ms*** via telephone and internet to verify receipt of the refund, and/or to gather additional informationWe will continue to work with Ms*** to ensure the refund is processed 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 Specialist: Brian M*** Department: Customer Relations

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.
However if issues do continue because I have went without internet twice since the complaint was filed, I WILL be back in touch
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 meFrontier does need to acknowledge that the issue turned out to be a Frontier error which the technician told us should have been noticed by the rep on the phone when we made the first callWe called over times and nobody noticed our port had been assigned to a new Frontier customer causing our service to go down
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.
Regards,
*** ***
Thank you Revdex.com,Much appreciated!

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: Ms*** states her internet price increased from $ Frontier has investigated the above
statements and offers the following response: Frontier advises Ms*** had a $promotion that expired on January 12, This caused her $ price to increase to $ This includes an additional $credit thru January 12, that we have increased to $ to alleviate the standard internet price increasingThe price will remain at $ until expiration on January 12, 2020Frontier advises the bills have notices advising of promotion expiration dates.Frontier spoke with Ms*** on February 8, and reviewed the above 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 find that this resolution is satisfactory to me.
Regards,
*** *** ***

Frontier CommunicationsThank you for referring the complaint of *** *** to our office
for reviewWe appreciate Ms*** bringing this matter to our attention.The Complaint states that:Ms*** *** has requested credit on bill charges.She advised she
never received a
router for her Wi-Fi.Frontier has investigated the above statements and offers the following
response:Frontier advises that we continue to explore options to ensure a consistently positive service experience for our customers and apologize for the inconvenience.We spoke with Ms*** on July 13, and referred her to the Outside Collections Agency in order to dispute her bill chargesShe agreed to contact for dispute.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
Specialist: Bridget
G*** Department: Executive Relations

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,
*** ***

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
On April 10, 2018, two Frontier Technicians came to my residence to troubleshoot problems with my slow internet speedsUpon arriving to the "pedestal" located on Tater Hill Rd., they determined that a Tline was not operatingThey then informed me that the Tline would be repaired within the next day, and repairing the line would NOT improve my internet speeds at all. Frontier did offer a $credit in lieu of the slow internet speeds, but this does nothing to fix the issue at handI am still paying for a service that Frontier cannot provide with the existing equipmentMultiple Frontier employees have stated that the equipment in my area is antiquated, and is not scheduled to be upgraded in the near futureOther than a one time $credit, Frontier has not offered any other viable solutions
Regards,
*** ***

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*** contacted Frontier in April of to get Internet service. The Frontier representative
strongly encouraged him to purchase the television and cable service in order to receive a free installation and that immediately afterwards he could cancel the television service without penalty because he only wanted the Internet serviceMr*** agreed after several confirmations that he would be getting a “no strings attached” installation and that he would immediately cancel the television service and keep Internet only as he originally wanted only. Mr*** states that after one week of service he received a return box for the digital cable box and remote control. So he sent the equipment back. After three months Mr*** noticed he was still getting billed for the cable service he started calling to have the service cancelled and an adjustment. All the representatives he spoke to told him that this was not possible and he was given the wrong informationFrontier has investigated the above statements and offers the following response: Frontier found that Mr***’s equipment was returned to us on May 23, for television service. Frontier placed an order number *** to remove the television service from his bill. Frontier has submitted an adjustment for approval to get credit for the time Mr*** was charged and didn’t have the service. Frontier has tried contacting Mr*** multiple times and has not been able to reach him. Frontier sent a letter for Mr*** to contact them directlyWe 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 that her auto pay was not cancelled as requested Frontier has investigated the above statements and offers the following response: Frontier investigated Ms***’s complaint and confirms her Frontier account is disconnected and she will be receiving a refund check in the mailFrontier 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*** 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

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 would be happy if my bill was $a month plus taxToday I received a phone call from a Bruce F* telling me that regardless what the contract says, my bill is actually $and that's after he gave me a discount on my router. He also informed me that my bill is going up $in MayOther words he is telling me that with taxes and the new surcharges my bill is around $until May then it will go up by $dollars. As much time and effort I have put in to get my bill correct since day one has been frustratingMy first bill with them was over $Second bill was over $third bill was over $Then I had my services cut from them for not paying the total billOn top of that almost a week I had no phoneThey gave me someone elses phone number What I don't understand is that I talked to a Henry earlier this week and he told me that my bill is $And Bruce is telling me that Its $after he gives me the router discount. Depending on who you talk to I always get a different priceTheir billing is so confusing Frontier employees that deal with customer service cant give me a straight answer. This has been ridiculous and no consumer should have to be treated this wayMy time has been wasted over the last moths trying to get my bill correctedI feel that I have given Frontier enough time and effort to correct this. On top of that Ive had my equipment go out times alreadyIts pretty bad when Tech support tells me that this is a common problem, also to have a tech come to my house and tells me he recommends me switching to a hard wire box because the wireless one is known for burning out. Between equipment and billing Frontier is something else
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier advises that the account number that was supplied by Dish for the refund transaction did not match the customer’s accountAs a result the refund credits did not post to the customer’s Frontier
account.Frontier was able to trace the refund with the information provided by Dish NetworkThese credit were applied to the account.Mr*** should anticipate a refund in the amount of $to be received in to business 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

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Rebuttal states that: One-month worth the refund does not make it worth a year of bad internet! This is rediculous! Please indicate the number you are calling from. Frontier has investigated the above statements and offers the following response: Frontier has made contact with Ms*** via email and issued another month of credit toward her Internet service.Frontier has scheduled for a technican to go out to investigate the Internet issues on Saturday May 6, 2017.Ms*** does not owe anything this month on her Frontier billing and has direct contact information if needed. 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 spoke with Frontier and they tell me they have resolved but I have yet to receive my bill and do not feel comfortable closing this complaint until I resolve my bill from the overcharge and also have them explain why the download and upload speeds are not over like they advertise
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,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention. The Complaint states that: *** ***’s son states she ordered phone/internet on May 21, but had difficulty understanding the verbal
setup for internet*** ***’s son states her bill should have gone to a secondary addressPer *** *** Frontier tech was unsuccessful in connecting the service to the boxTech said too many relay boxes reducing power between the residence and Frontier base miles away*** *** retried to connect the service on June 12, but had no success*** *** cancelled her account on August 12, but it did not go through and retried on August 16th by emailing the Office of the President to obtain a cancellation of her account*** *** states she refuses to pay the bill since services were never provided Frontier has investigated the above statements and offers the following response: Frontier credited *** *** bill for $due to being billed for services that were never workingFrontier spoke to *** *** son and informed him of the creditHe states his parents had already mailed in the payment so once the payment posts Frontier will issue a refundHe is satisfied. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that they have experienced as a result of the above matter

Thank you for
referring the complaint of Melissa [redacted] to our office for reviewWe
appreciate Ms[redacted] bringing this matter to our attention
The Complaint
states that:
">·
Ms[redacted] states internet was installed on 10/15/with the promise of free installation
and a monthly charge of $
·
Ms
[redacted] states her first bill was $and she contacted Frontier on 11/4/
who advised they would take care of the mistake
·
Ms
[redacted] states $was removed from her bank account on 11/24/and she was
advised Frontier would refund the difference in 7-days
Frontier has
investigated the above statements and offers the following response:
·
Account
review shows that Ms[redacted] had standalone internet installed on 10/15/
which is $per month and the promotion at the time service was established
offered a free installation for the internet
·
Account
review shows that the initial billing statement was higher than because
of pro-rated charges from 10/15-10/due to Frontier's month ahead billing
policy and Ms[redacted] was billed the $installation fee in error.
·
On
11/4/an adjustment was made in the amount of $for the installation
fee however the full balance was auto deducted on 11/24/because the auto pay
takes the billed amount and does not account for adjustments until the next
billing statement cycles
·
Frontier
has processed a request to refund the full $back to MsBower's
bank account which she will receive in 3-business days from 12/9/Frontier
apologizes for the delay that Ms[redacted] has experienced receiving those funds and in addition to
the reversal has provided full credit towards her monthly service for her
12/1/billing statement as well as a $credit forward for her 1/1/
billing statement
We trust that
this information will assist you in closing this complaintWe apologize for any
inconvenience that Ms[redacted] has experienced as a result of the above matter
Sincerely,
Frontier
Customer Relations