Frontier Communications Corp.

Thank you for referring the complaint of Mr. [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention.   The Complaint states that:   Mr. [redacted] advises he would like The Amazon gift card. Frontier has investigated the above statements and offers the...

following response: Frontier spoke to Mr. [redacted] on November 22, 2017.  Frontier reviewed Amazon gift card requirements and account does not meet qualification. Frontier explained that we are unable to honor the Amazon gift card. We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Mr. [redacted] has experienced as a result of the above matter.

Thank you for referring the complaint of [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention.   The Complaint states that: Mr. [redacted] states that he experiences slow Internet speeds. Frontier has investigated the above statements and...

offers the following response: Frontier has made many attempts to reach Mr. [redacted] in regards to his claim with no response. Messages have been left for Mr. [redacted] to return our call. Frontier has mailed a letter to Mr. [redacted] apologizing for any inconvenience that this has caused and has provided direct contact information should there be any questions. We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Mr. [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of Mr. [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention.   The Complaint states that:   Mr. [redacted] terminated services with Frontier on December 12, 2017.  Mr. [redacted] had a bill that...

covered from November 25, 2017 thru December 24, 2017 in the amount of $161.90.  Mr. [redacted] figured he owed about half of that since he disconnected on December 12, 2017.  He paid $85.  Mr. [redacted] would like this to be cleared up.   Frontier has investigated the above statements and offers the following response:   Frontier issued a credit on January 29, 2018 and now the account has a zero balance.  Mr. [redacted] will receive a statement after February 25,2018 that will show the zero balance.    We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Mr. [redacted] has experienced as a result of the above matter.

Frontier has reviewed Ms. [redacted]’s account and found on March 16, 2017 transfer order #36492530 was placed to move the service from one address to another effective March 2nd with a number change from [redacted] to [redacted].  The order was initially scheduled with a due date of March...

22nd.    It was determined that commitments were missed as the transfer order reflected that the customer had copper products however was moving to an address with fiber service.  The order was sent back to the consultant to contact the customer and update the order.  The products were not updated on the order until March 25th at which time the order was rescheduled for installation on March 29th.   The installation was completed on March 29th.   A $25 missed commitment credit has been applied to the account along with credits totaling $20.50 for service dated March 16th through March 29th.  No further credit is warranted.    Frontier apologizes to the customer for the inconvenience and has address this as a training issue.

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,
*** ***

October 25, 2017        Case 12434684  Thank you for referring
the complaint of Mr. [redacted] to our office for review. We appreciate your
bringing this matter to our attention. According to the
complaint: Mr. [redacted] advises that he has been...

experiencing intermittent speed and connectivity issues with his Internet service from Frontier. Mr. [redacted] explains that although he subscribes to Frontier’s up to 6 Mbps service, he sometimes only receives speeds of 2.7 Mbps.Frontier has investigated
the above statement and offers the following response:Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and Wi-Fi network interference. This may affect customer speeds occasionally.Customer’s should always run speed tests wired to the Ethernet Cable versus a wireless connection for more accurate speed results. Repair records indicate technicians have been dispatched to the premise and installed filters on the line. Several
attempts to contact Mr. [redacted] to discuss his concerns have been unsuccessful.
Messages have been left that included direct contact information. There have
been no return calls to Frontier as a result of our attempts. We trust this information
will assist you in closing this complaint. Frontier apologizes for any
inconvenience the customer has experienced as a result of this matter. Thank you,Edna V. Executive Customer
Relations###-###-####

Frontier advises that there is not a balance owed to Frontier at this time. Frontier is not holding Mr. [redacted] liable to the charges accumulated on account:[redacted]. All charges have been waived.

Frontier CommunicationsThank you for referring the
complaint of [redacted] to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Ms. [redacted] states that her phone goes out every time it rains and requested to have the phone removed. Ms....

[redacted] also stated that she was promised credit of $200. Frontier has investigated the above
statements and offers the following response:Frontier records there are no trouble tickets, tech dispatches for this customer nor outages reported for this area about her phone not working.Frontier records that Ms. [redacted] was given a courtesy credit of $30.99. Please allow 1-2 bill statements for this credit to post.Frontier records reflect that Ms. [redacted] phone service are scheduled for disconnection on April 2, 2018.Frontier representative have made several attempts to reach Ms. [redacted] however were unsuccessful.We trust that this information will
assist you in closing this complaint.  We
apologize for any inconvenience that Ms. Simpson
has experienced as a result of the above matter.Frontier Specialist: Tocoma
K.                             Department:
General ManagerTelephone
Number: ###-###-####          Fax
Number: ###-###-####

Thank you for referring the complaint of [redacted] to our office for review. We appreciate Ms. [redacted] bringing this matter to our attention.   The Complaint states that:   Customer was having speed issues with the internet Needed someone to go over billing questions    ...

Frontier has investigated the above statements and offers the following response:   Frontier has reviewed the account and advised customer via email that we could have a technical support rep assist her with troubleshooting the speeds of the internet. Customer has been given $60.46 for the billing errors and courtesy credit. We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Ms. [redacted] has experienced as a result of the above matter.

Frontier Communications  Frontier has received the following complaint : Mr. [redacted] alleges that his bill keeps going up and that he has products he did not ask for or want.   Frontier has investigated the above statements and offers the following response: Frontier...

records demonstrate a change order was completed on December 8, 2017.  The change order was created on December 7, 2017 when Mr. [redacted] called in about a notice he received regarding an address update. Frontier billing records demonstrate that Mr. [redacted] was missing his bundle discounts for the time period of December 8, 2017 through March 3, 2018.  Adjustments have been requested and approved.  Mr. [redacted] has been advised of his new balance and his on-going monthly recurring charges.Frontier records show that Mr. [redacted] had a third party, [redacted], show up on his monthly statement commencing in September 2017.  This caused a fluctuation in the bill each month.  The January 2018 invoice demonstrates a refund from [redacted] in the amount of $23.88. We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience Mr. [redacted] has experienced as a result of the above matter.                                 Frontier Specialist:  Donna J. M[redacted]                    Department: Consumer Relations Contact:  ###-###-####

The Complaint states that:   Ms. [redacted] advises that her Frontier Internet connection has not been working for a year. Ms. [redacted] is requesting credit for the year that her internet has not worked. Frontier has investigated the above statements and offers the following response: Frontier...

apologizes for the inconvenience that this issue has caused Mr. [redacted]. Frontier advises that after a thorough review of our repair records, there are not sufficient repair reports, to support the credit that Ms. [redacted] is requesting. We have issued a total of $20.50 in reported time out of service credit to Ms. [redacted]’s account. Frontier advises that we spoke to Ms. [redacted] on March 27, 2018 to advise of the above. Tell us why here...

Thank you for referring the complaint of Mr. [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention.   The Complaint states that: Mr. [redacted] advises he requested his Frontier security ultimate bundle be canceled on July 4, 2017...

and said he never ordered it. Frontier has investigated the above statements and offers the following response: Frontier Spoke with Mr. [redacted] on December 20, 2017 and advised that we do owe him an additional month of credit to clear the charges from July 4, 2017.Frontier has issued a $19.99 credit to complete the credit due customer. We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Mr. [redacted] 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 [redacted], and find that this resolution is satisfactory to me.    However, for the record we were home when the service person supposedly came.  This can be verified by another one of your service people who came to see our neighbor but could not help us because we were not on his route.  Tammy was very helpful. It took three calls to finally resolve the matter.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Complaint resolved, Thank you.
Regards,
[redacted]

Thank you for referring the complaint of Ms. [redacted] to our office for review. We appreciate Ms. [redacted] bringing...

this matter to our attention. The Complaint states that:  Ms. [redacted] indicates she was charged after she terminated Frontier services. Frontier has investigated the above statements and offers the following response: Frontier advises upon investigation Ms. [redacted] was charged back for promotional discounts.Frontier advises that a refund request has been submitted and expected delivery should take 7 to 10 business days. Frontier attempted to reach Ms. [redacted] to advise of the above but was unsuccessful.  Frontier left a message for Ms. [redacted] that included direct contact information. We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Ms. [redacted] has experienced as a result of the above matter.

Frontier has investigated the above statements and offers the following response:   An order to transfer ownership of Frontier service from [redacted] was completed on November 25, 2016.Frontier received another request to add a phone line on December 11, 2017.A Frontier consultant...

has been in direct contact with Ms. [redacted] and advised we received her request to discontinue service on December 21, 2016.Ms. [redacted] was also advised that Frontier applied adjustment to the account dating back to December 20, 2016 and the new balance is in the amount of $155.11.   We regret any inconvenience that Ms. [redacted] may have experienced as a result of the above matter.

no need for hourly wage payment   they can reimburse me for the month in which my service has been inoperable   thank you

Thank you for referring the complaint of [redacted] to our office for review. We appreciate [redacted] bringing this matter to our attention.   The Complaint states that:   Ms. [redacted] indicates that Frontier did not provide a refund in a timely manner. Frontier has...

investigated the above statements and offers the following response: Frontier advises our records indicate an adjustment has been made to the account. Frontier advises our records indicate there is a credit balance on the account. Frontier advises the June 2017 billing statement had the notification of a change to the Frontier terms of service. Frontier’s refund policy is to issue a refund 90 days from the date of service disconnection or termination.  This time period is required to ensure all outstanding charges or credits are posted to the closed account.  Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account. Frontier advises a voicemail has been left for [redacted] on March 13, 2018 advising of the credit balance on the account. Frontier advises Ms. [redacted] has direct contact information to frontier concerning this issue. We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.

Frontier confirms a Frontier technician reset the services and confirmed internet was up and running properly August 24, 2017.Frontier issued credit to the account for time out of service. Frontier attempted to reach Ms. [redacted] but was unsuccessful. Frontier left a message for Ms. [redacted] that...

included direct contact information.   We trust that this information will assist you in closing this complaint.  We regret any inconvenience that Ms. [redacted] may have experienced as a result of the above matter.

Per Frontier records, Ms. [redacted] had 3.0/768K High Speed Internet which billed $67.99 + taxes monthly. She called and spoke with a Frontier agent to try to have her speed increased and was offered a FIOS data plan. Ms. [redacted] was given $25 discount as of January 30, 2017 with order #066277227....

 She now bills FIOS 50/50 data at the rate of $54.99 with discount plus an additional $23 upgrade fee monthly.  The upgrade fee is billing in error.   I created order # 66764571 to remove the Data upgrade charges of $23 so that the account would just bill $54.99 + tax monthly.  I also adjusted account from Jan 30 - present (2 months/$46).  Brianne spoke to a Frontier agent and the agent adjusted the account due to data service "not working per Cust" the month of January ...total credit $75.68($80.41 with tax).   Case closed.