Frontier Communications Corp.

The Complaint states that:   Mr. [redacted] advises that he has had ongoing issues with his internet from April 2017 – September 2017. Mr. [redacted] advises that he didn’t receive any credit for his time out of service. Frontier has investigated the above statements and offers the following...

response: Frontier apologizes that we have done a thorough audit of his repair history. Time out of service credit has been issued for reported time out of service, as well as an additional $25 courtesy credit. Frontier advises that we spoke to Mr. [redacted] on October 13, 2017 and advised of the above. Direct contact information was provided.

According to the complaint: Mr. [redacted] is disputing early termination charges due to the cancellation of his account. Frontier has investigated the above statements and offers the following response:Frontier investigated Mr. [redacted] account and determined that an adjustment of $166.76 was...

given for the early termination fee. Frontier spoke with Mr. [redacted] and advised him of the above.

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] advises that Frontier has reported to the credit bureaus that he owes over $1,800.00 for the time that...

he had service with them.  Mr. [redacted] advises that Frontier needs to delete the negative reports on his credit. Frontier has investigated the above statements and offers the following response: Frontier advises that Mr. [redacted] has had an outstanding balance since February 2016, which was 2 months before the transition from Verizon to Frontier.  Since then, he has not made a payment. Frontier advises that the customer’s balance is $1,877.68 and all charges are valid.Frontier spoke with Mr. [redacted] on January 24, 2018.  He was advised of the above balance, and copies of the bills from February 2016, March 2016, and April 2016 were sent to him.  After sending him copies of those bills, Frontier attempted to contact the customer but has not received a response.      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 Ms. [redacted] bringing this matter to our attention.   The Complaint states that: Ms. [redacted] had signed up to switch services over to Frontier from Time Warner Cable. When she signed up for service she was...

told that the installation fee would be no more than $80.00 but when she received her first bill it was $124.97. Also Ms. [redacted] states that she had called back to Frontier to change to the 50/50 FIOS but the bill is showing she has 100/100 FIOS speed. She has called customer service four times to get credit and to resolve the speed of the FIOS but there is still no credit on the account and it still shows the FIOS 100/100.      Frontier has investigated the above statements and offers the following response: Frontier has issued a credit of $44.97 towards the installation fee. The credit is appearing on the August 1, 2016 billing statement. Frontier did have an order placed to downgrade to the FIOS 50/50 but there was an error on the order so it did not complete. We have not placed a new order due to the fact that the price would be more to have the lesser speed due to the promotion that the customer is on. Frontier wanted to talk to Ms. [redacted] before making further changes. Frontier has tried to contact the customer about the complaint. Frontier called 9512437584 on August 8, 2016 and a man answered stating that Ms. [redacted] will be out of the Country for two months.   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.

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 continues to be billed for service that was disconnected in December 2016. Frontier...

has investigated the above statements and offers the following response: Frontier was unable to locate Mr. [redacted]’s account with the information provided.Frontier has made several attempts to contact Mr. [redacted] regarding this issue but has been unsuccessful in speaking with him. Frontier has mailed Mr. [redacted] a letter with direct contact information if he needs further assistance.   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 the account of Mr. [redacted] and can advise that Frontier’s refund policy is that it takes approximately 90 days due to allowing any charges/credits to be applied to the account such as long distance calls, early termination fees, etc. This also allows the account to cycle out of our billing system, however as a courtesy, Frontier has submitted a request to expedite Mr. [redacted]'s credit balance in the amount of $46.69 and he can expect to receive this refund by mail within 14-21 business days.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The initial call I made was earlier than the business suggest more toward the beginning of March 2018. Additionally, if they search the records they can add additional calls I've made over the year about the spotty service of the their internet. After the most recent call they had another gentlemen visit the house and come to find out the was a line issue first identified by the company in early February 2018. The company worker stated that when first discovered the original repair man didn't have a latter that was needed to fix the issue so it went unfixed until I finally pushed the issue that there service was not operating at all. I would be interested in someone investigating the company records of downtime details of their internet service. When [redacted]'s customers are without service they know and deploy resources to fix it. The company had access to downtime records and I firmly believe based on personal experience and those relayed to me by other Frontier customers that the service is routinely interrupted and they need to fix this. I researching the company on the Revdex.com site this appears to be a systemic issue as the Company settled and paid the State or Virginia for this same issue. There needs to be some consumer protection when the internet service we are paying for cannot be delivered in a reliable fashion.
Regards,
[redacted]s

Tell us why here... 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] advises that her Internet price increased after a year with no notice and was offered a...

new plan for the same amount of $34.99 a month on October 10, 2016 and will be good for one year.  Ms. [redacted] advises that her bill on October 19, 2016 and November 19, 2016 was billed at the higher price of $49.99 a month.  Frontier has investigated the above statements and offers the following response:  Frontier advises that Ms. [redacted] was in a term with her Internet for two years that ended on September 10, 2016 and her bill increased to $49.99 a month.  Frontier advises that a total credit has been given in the amount of $49.00 as of December 13, 2016.  Frontier advises that Ms. [redacted] has been put on a three year term ending December 1, 2019 in the amount of $34.99 a month.  Frontier advises to get the monthly Internet at $19.99 it needs to be with a qualifying telephone package.  Frontier advises that a credit has been given in the amount of $100.00 to compensate for her time involved with this issue and will appear on her next bill statement.  Frontier has made several attempts to reach Ms. [redacted], unfortunately, our attempts have been unsuccessful.  Frontier has mailed a letter with a direct point of contact should Ms. [redacted] need further assistance with her complaint.      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.

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] called to update his credit card information for auto pay, however, Frontier failed to do so properly, leading to the disconnection of his service. Mr. [redacted] was charged a fee to process his payment and assessed late fee. Frontier has investigated the above statements and offers the following response: Mr. [redacted]’s contacted Frontier to advise that he needed assistance with Frontier.com to add a new payment method. A one- time payment was taken at this time and the records were updated.There was an issue with how the auto pay was set up, causing a delay in payments.On March 29th, Mr. [redacted]’s service was temporarily suspended and payment was requested to restore service.On March 30th, an order was placed to restore service. A system issue prevented the services from being restored.  A technician dispatch was required and services were restored on April 4th.Credit has been issued for fees assessed to Mr. [redacted]’s account. Credit has been issued for the time that he was without service. We trust that this information will assist you in closing this complaint.  We regret any inconvenience that Mr. [redacted] may have 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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The information last posted here from Frontier Communications is not accurate. The post states,  "Mr. [redacted]’s refund was processed on June 28, 2017. I advised him that it does take seven to ten business days for the refund to reach him.  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."  However, on July 3, I received a phone message from Debbie (from Frontier's "Presidents' office") stating that I 'need to "reach out" to Citibank at 877-855-7201  because they 'show that you should've received your prepaid card for the 20.60' (I have a .png copy of this transcribed message from my iPhone and have attached it here).  Nevertheless I called Citibank on July 7 because I had still not received the refund and  I was informed  they first received the request from Frontier for my refund on Thursday July 6 (not June 28) and that it would take 7-10 business days from the July 6 date before I receive my refund in the mail (in the form of a Citibank Visa gift card).  This is different from the various responses I received from Frontier.  In May 2017 when I first called Frontier and asked for a refund, I was told to expect a Citibank Visa gift card within 7-10 business days and I never received it.  Then, when I called again on June 2 2017 I was told  I would receive a Citibank Visa gift card within 7-10 business days and again I did not receive it. When I initially called Debbie on June 27, I advised her that, although I was pleased that it sounded as if she was going to help with the refund due me,  I was still planning to open a complaint with the  Revdex.com because (a) Frontier has twice promised the refund in the mail and I did not receive it, and (b) one day earlier a representative from Frontier named 'Wendy' claimed we had a 'bad phone connection' and promised to call me right back on a better line; she never did not call back.  On June 27, Debbie  (from Frontier's "Presidents' office") very nicely asked that I do not open a complaint with the Revdex.com because it would "delay my refund for approximately four weeks" and she  could process it immediately and I would receive the refund much faster without my contacting the Revdex.com.After many calls to Frontier, and subsequently to the  Frontier "Presidents' office" Citibank told me that the very first time Frontier authorized Citibank to send me the Visa gift card refund was on July 6, eight days after I filed a complaint with the Revdex.com and subsequently made several follow-up calls to Frontier Communications.I would, therefore, like to request this complaint against Frontier Communications  remain in an open status until I receive the refund due to me.  I will update this complaint with the Revdex.com once I receive the refund.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11772647, 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 your response. 
 I see we have reached a stalemate.
 I would like to reiterate again.  That my concerns were the misleading sales
tactics you all use.  Under the law, you
cannot offer things and not provide them in which the way they were offered
(excluding additional charges and facts would be considered deceitful).   To say that a sales rep for your company does
not know to disclose terms and conditions of a service for a customer is asinine.
 I also, in that call said will
everything be included for that price so there are no excuses. 
Furthermore, you never addressed my customer
service issue.  Your representative did not
answer my request for manager, instead kept me on hold for over an hour.  Another representative completely
disconnected my call.  I found that to be
very unnerving.  Since, I am a paying a
customer to a service provider that I never signed a contractual agreement with,
which is another issue.  I plan to
continue on with my disconnection at the of this month.  I have offered a date of cancellation well
over 30 days. I will continue to share my experience about your company.  Hopefully, I will gain some traction thru
another forum
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:   Mr. [redacted] states that his telephone service was temporarily disconnected without prior notice. Mr. [redacted] would like an explanation as to why his account was temporarily disconnected without notice. Frontier has investigated the above statements and offers the following response: Frontier review the account and we show that calls were made to Mr. [redacted] on July 14 and July 21, informing him of the balance subject to disconnect. Frontier review the account and we show last payment made on account was on April 18 and it was a partial payment.Frontier called and spoke with Mr. [redacted] and advised of the policy and procedure for disconnects due to non-payment. Mr. [redacted] states he did receive calls informing him of the past due balance that was subject for disconnect. 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 Specialist: Lavitta N[redacted]               Department: Customer Relations Telephone Number:  8443204445

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 Frontier as an existing customer he should have the ability to get the current...

new customer price. Frontier has investigated the above statements and offers the following response:  Frontier spoke with Mr. [redacted] on September 25, 2017 and advised his price is $60.00 plus any applicable taxes and fees through January 9, 2018 when his first promotion expires.The current price for new customer signing up for internet only just started as of August 1, 2017.Frontier advises the new customer promotion for internet only requires a $80.00 install fee Mr. [redacted] did not have to pay when he signed up for his new service on June 24, 2017.Mr. [redacted] bill is showing past because to date the only payment Frontier has received is for $10.57. 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 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.

Thank you for referring the complaint of Mr. [redacted] to our office for review. We appreciate him bringing this matter to our attention. The Complaint states that Mr. [redacted] is experiencing issues in getting his Frontier Internet service installed. Frontier has investigated the above...

statements and offers the following response: Frontier dispatched a technician on June 1, 2016 to install Mr. [redacted]’s Frontier Internet service. Frontier spoke with Mr. [redacted] on June 1, 2016 who confirmed his Frontier Internet service is now working. Frontier issued Mr. [redacted] a credit of $100.00 to his Frontier account. Mr. [redacted] knows to contact Mark H[redacted] at ###-###-#### at extension # [redacted] for any further issues. 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 [redacted]...

 bringing this matter to our attention.   The Complaint states that:   Mr. [redacted] states that lines were ran on his private rd which is private property that he cleared to build a drive way. Mr..[redacted] wants to speak with Frontier and have someone come out to remove the lines. Frontier has investigated the above statements and offers the following response:   Frontier review the account and we have referred the complaint to the Local Area manager who will be contacting Mr. [redacted] to address his concerns.   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.

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.

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

this matter to our attention.   The Complaint states that:   Mr. [redacted] states that he notified Frontier in September of 2017 to terminate his service and he continues to receive bills, charged for equipment that was returned. Mr. [redacted] request that Frontier close his account, stop sending bills and terminate the email address of [redacted] email account, and stop sending requests to re-enroll in their services. Frontier has investigated the above statements and offers the following response:            Frontier advises that Mr. [redacted] service was disconnected with Frontier on November 18, 2017. A frontier representative applied a credit to Mr. [redacted] account in the amount of $110.84 on January 31, 2018 for the prorated days of service on his final invoice. A Frontier representative applied a credit in the amount of $200 to Mr. [redacted] account for the returned equipment on March 18, 2018.A Frontier representative added Mr. [redacted] account to Frontier’s Do Not Mail list on March 22, 2018.Frontier advises that the email address [redacted] has been deactivated. A Frontier representative spoke with Mr. [redacted] on March 22, 2018 to advise. 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 investigated the above statements and offers the following response:   Frontier advises that Ms. [redacted]’s internet installation was a self-install.A repair ticket was placed to provide a full installation. The trouble ticket was originally due for 8/6/2016 and the customer...

requested to reschedule it for 8/16.  When we went out to the residence the customer was not at home nor was there a number to contact.Ms. [redacted] disconnected services on 8/12/16 not allowing Frontier the opportunity to resolve the matter.Frontier finds that Ms. [redacted] does owe Frontier for the modem shipment and the minimum 30 days of charges. We trust that this information will assist you in closing this complaint.  We regret any inconvenience that [redacted] may have experienced as a result of the above matter.

Frontier CommunicationsThank you for referring the
complaint of Greg
[redacted] to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Mr. [redacted] is stating that he has been experiencing intermittent speed and connectivity issues with his Internet...

service from Frontier.Mr. [redacted] states he would like one month of credit for the outage he experienced with his internet being out. Frontier has investigated the above
statements and offers the following response:Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference.Customer speeds may vary over time. Frontier investigated and found that was an outage in Mr. [redacted]’s area however as of April 15, 2017 Mr. [redacted] internet was restored by dispatching a technician to his location.Frontier records reflect that a credit for the time out of services has been issued toward Mr. [redacted]’s account in the amount of $4.33.Please allow this credit to reflect on the customer’s bill in 1-2 bill cycles.Frontier does not issue credit for time lost spending contacting customer services. 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 Specialist: Tocoma
K.                             Department:
General Manager