Frontier Communications Corp.

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

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.

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.

Thank you for referring the complaint of [redacted] to our office for
review.  We appreciate him bringing this
matter to our attention.In the complaint Mr. [redacted] decommissioning one of his Set Top Boxes
(STB) and returning it to Frontier.  When
contacting Frontier via chat, he was...

informed at that time, no changes could be
made to the account with providing his Social Security Number (SSN) and Date of
Birth (DOB).Our records indicate on July 12, 2016, an order ([redacted]) was created
to adjust the account quantity of STB’s from the 3-Room Pack at $39.99 to the
2-Room Pack at $19.98.  Also, the account
shows the FiOS Home Media Digital Video Recorder HD was removed ($39.99) and
replaced with the FiOS MultiRoom DVR ($15.00).Once the equipment removed has been received, the Monthly Recurring
Charge (MRC) will be removed from the account.  We sincerely apologize for the delay caused by the request of Mr.
[redacted]’s SSN and DOB, as there are other pieces of information that can be
provided to validate the account.  Should Mr. [redacted] wish to discuss this matter further, I can be
reached at ###-###-#### EXT 111-3143.Sincerely,Felicia T[redacted] Executive Customer RelationsFRONTIER
COMMUNICATIONS

Frontier has investigated the above statements and offers the following response:   Frontier advises that a technician went to the location on December 17, 2016.The customer equipment and facilities for the internet were both changed.The service test as good and the technician closed the...

repair.Mr. [redacted]’ received a $25.00 for his inconvenience.   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.

Thank you for referring the complaint of [redacted] to our office for
review.  We appreciate him bringing this
matter to our attention.In the complaint Mr. [redacted] expressed concern regarding his request for
the disconnection of service in October 2016.  He stated the billing continued...

from Frontier and every request to stop
billing a cancelled account was ignored.Our records indicate Mr. [redacted] contacted Frontier multiple times and
each time the account was documented about his previous request for the
disconnection of service.  It was not
until March 8, 2017, this account was disconnected.  The order was back dated to February 7, 2017
and credits were issued from 02/08 – 04/01 in the amount of $143.22.  The April 2, 2017 billing statement reflected a previous balance of
$344.14, a credit of $143.20 was applied for the billing period (February 8 –
April 1).  This credit reduced the balance
to $200.93.  The customer forwarded a letter indicating he requested service
disconnection on October 14, 2016.  Our
records failed to indicate any disconnection in October, as stated in the
letter.  I have requested the balance due
of $200.92 be credited back to the customer.  This balance was written off on May 20, 2017.  For this reason, the credit has to complete
the Executive Customer Review process and once they determine approval/denial;
Mr. [redacted] will be notified. Finally, a request was submitted to delete any derogatory line of
credit from Mr. [redacted]’s credit report.  Again, once notification is received, Mr. [redacted] will be notified.We sincerely apologize Mr. [redacted]’s request was not honored at the time
of request.  It has been explained all orders
are processed via phone, as the letter submitted was received but it did not
result in the disconnection of service, as this is not the process.Should Mr. [redacted] wish to discuss this matter further, I can be reached
at ###-###-#### EXT[redacted]Sincerely,Felicia T[redacted]Executive Customer Relations###-###-#### Ext [redacted]FRONTIER
COMMUNICATIONS

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:[redacted] advises that his contract had expired and he disconnected and was billed an early termination fee. Frontier has...

investigated the above statements and offers the following response:Account research shows Mr. [redacted] subscribed to DSL service with a 2 year term scheduled to expire July 2016.Additional research determined the DSL was automatically renewed without the knowledge of Mr. [redacted].Records show on bill date May 22, 2016 under the "need to know section of the bill" it stated Mr. [redacted] was notified of the auto renewal and advised to contact the office for cancellation prior to the renewal.Records show bill date 05/22/17 Mr. [redacted] was billed previous balance $174.44, payment received $174.44cr, balance forward $0.00, current charges $163.44. This includes pro rated disconnect credits and the early termination fee.On June 12, 2017 a parital credit of $85.00 was applied to the early termination fee, leaving a balance of $78.49.On June 20, 2017 a request was submitted for the remaining balance. This will be reviewed by the Collections department for approval. A Frontier represnetaitve spoke with Mr. [redacted] who indicated satisfactioin with the resolution . 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.Frontier Specialist: Amy B[redacted] Department: Consumer Relations

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.  I haven't recieved the check yet however I was notified that I would be.  I expect to receive the check soon and I appreciate that they finally responded to me.
Regards,
[redacted]

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

this matter to our attention.   The Complaint states that: Mr. [redacted] states their internet service is slow and he has contacted Frontier many times who advised that they are working on updated but do not have any timeframe. Mr. [redacted] states he is paying for a service that he cannot get. 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 advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Mr. [redacted] area at this time. Frontier does not have a lower plan for the internet to reduce the cost Frontier called and left messages to review the case and we have not received a call back   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 Communications Complaint Number: [redacted]Frontier has received the following complaint : [redacted] alleges that he does not owe the $60.33 due on his closed account because he paid in advance on September 20, 2017. Frontier has investigated the above statements and offers the following response: Frontier records show that a payment was made on September 20, 2017 in the amount of $106.42.  This is the amount of the August 21, 2017 to September 20, 2017 statement. On September 21, 2017 the customer was billed $120.16 for the time period through October 20, 2017.Frontier records further show that the customer ported out his service on September 27, 2017.  On October 21, 2017 the closing statement generated issuing credit from September 27, 2017 through to October 20, 2017 and leaving a balance of $60.33 due on November 14, 2017.Frontier's position is unchanged.  Frontier records are correct and the balance is $60.33.  Please review September and October Statements attached. We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience [redacted] has experienced as a result of the above matter.                               Frontier Specialist: Donna J. M[redacted]                    Department: Consumer RelationsContact:  ###-###-####

Thank you for referring the complaint of  [redacted] INC to our office for review. We appreciate [redacted] bringing this matter to our attention.   The Complaint states that:   [redacted] from [redacted] INC indicates he made a change to his...

bundle package and after that he started having billing issues and has had trouble in getting this issue resolved.   Frontier has investigated the above statements and offers the following response:   Frontier did close out the account ###-###-####, because that number had been ported out. A new account had been created under the ###-###-#### number since this is a number he has with us.    Frontier had issued credit for the early termination fee and made sure [redacted], from [redacted] INC, was satisfied with the outcome, and he was.  We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that [redacted] from [redacted] INC 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] advises that Frontier has increased his rates and does not offer Verizon Internet security for free. Frontier has...

investigated the above statements and offers the following response: Frontier advises that the previously utilized security software still belongs to Verizon and the credits to make it free belong to them as well. Due to this fact we can not offer this service for free. Frontier offers Security software to our customers for 4.99 nationwide.Frontier spoke with Mr. [redacted] on 09/16/16 and confirmed that we will place him on our $19.99/mo as requested by Mr. [redacted].The order did not complete and Frontier has corrected this issue and placed credit accordingly.Mr. [redacted] has direct contact information for future concerns. 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] that she purchased a package for $60.00 a month and agreed to a year long contract for internet services with a...

$100 Visa Gift Card that was offered. Ms. [redacted] states that when installation took place, she would not be able to get the full speed amount due to distance that she had originally agreed to. Ms. [redacted] believes that she is being overcharged by $40.00 from what she agreed to and would like to be credited for service that barely worked. Mr. [redacted] expresses her extreme displeasure regarding the phone conversations. she had with Frontier agents Savannah and her manager Ross on 11/27/17. Frontier has investigated the above statements and offers the following response: ·         Frontier records confirm that Ms. [redacted] was originally signed up for a speed package that covered speeds as fast as 24mbps. On 11/29/2017, Frontier downgraded Ms. [redacted]’ package for the speeds available at her location as fast as 6mbps. ·         Effective today, 1/30/2018, Frontier was able to correct the programming errors preventing Ms. [redacted] from receiving her $100 Visa Gift card. Frontier has reached out to Ms. [redacted] directly to advise of the redemption process and when to expect the gift card. ·         To date, Frontier has applied credit in the amount of $55 for the pricing difference charged between packages, as well as an additional $59.98 credit for an Internet Activation fee and Modem Handling fee that should not have applied. Total credit issued: $114.98. These changes are available online for Ms. [redacted] to review. ·         Frontier has reviewed the calls between her and the agents referenced on 11/27/2017 and the appropriate feedback has been submitted. 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.

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.They offered no resolution and I am still in the position I am in due to my dealings with this company. I did let them know this would be my response to the Revdex.com and they said hey will still not be able to resolve the situation at all in any way at any time and took no accountability nor recourse to resolve. 
Regards,
[redacted]

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 is experienced a delay in receiving an adjustment on his final statement from...

Frontier. Frontier has investigated the above statements and offers the following response:Frontier advises that and adjustment in the amount of $ 103.30 was completed on August 15, 2016. Mr. [redacted]’s account now been cleared and no balance is due. Frontier advises that several attempts were made to contact Mr. [redacted] regarding his complaint.Frontier left messages for Mr. [redacted] but received no response.Frontier sent Mr. [redacted] a letter apologizing for any inconvenience that this has caused him providing him with direct contact information if he has further 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 [redacted] to our office for review. We appreciate [redacted] bringing this matter to our attention. The Complaint states that: Mr. [redacted] states that his service order for new Frontier Internet service has been delayed several times and he wants his...

service connected as soon as possible.  Mr. [redacted] stated that he has taken time off from work at least two occasions but the Frontier technician did not arrive to complete his installation.  Mr. [redacted] states he has received a call from Frontier advising him that his service order will be delayed and an excuse why Frontier cannot complete the work.  Mr. [redacted] states he has spoken to supervisors but they were not able to resolve his issue.  Mr. [redacted] advises he has been on hold with Frontier a total of eleven hours and is highly frustrated. Frontier has investigated the above statements and offers the following response: Mr. [redacted] was contacted on May 25, 2016 and he stated that his Internet service has been working as of May 17, 2016.  Frontier does apologize for any delay and time spent on the phone with Frontier in an effort to have his service installed. Mr. [redacted] has not received a Frontier bill at this time, however when the first bill prints he should not be billed an install fee for the Frontier Internet connection completed by the technician. 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.

(consumer failed to provide a copy of the claimed advertising)

Frontier Communications Revdex.com Tennessee   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: ·         Constant Internet outages, slow to...

respond to customer's complaints, this problem happens almost on a monthly basis in the subdivision where I live. ·         No corrective measures or repairs taking place even after a meeting with key Frontier Communications personnel attending one of our Homeowner's Meeting. Frontier has investigated the above statements and offers the following response: ·         Frontier’s General Manager has advised that Mr. [redacted] is a resident in the Cumberland Cove development east of Monterey; an 8,000 acre development with roughly 400 residents. ·         Recent upgrades to the Frontier network in the Cookeville area caused interruptions in service but reports of service issues are addressed as expeditiously as possible. ·         The residents of Cumberland Cove have been informed that the area has been identified as needing upgrades. They are on a list with other areas identified in need of upgrades. ·         The Monterey area has been approved for a federal funding for upgrades through the Connect America Fund (CAF) which sets a goal of 10Mbps download and 1Mbps upload.  Currently, the area is scheduled for upgrades in 2016. 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 Specialist: Robyn P[redacted]                       Department: Consumer Relations

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.I did not cancel my service on 4/27/16. I simply asked for them to send me the packaging to return the equipment, if they look at their records they will see that I continued to contact them every day to get a status update. I asked for the packaging because based on my experience anticipated it would not be resolved and wanted to have the materials ready when I needed to cancel.  You will see in the attached file (screenshot of my chat with them) that as of April 30th they were still working on resolving the issue. I did not cancel my account and ship the equipment back until 5/6/16 when my issue was still unresolved, nearly 3 weeks after it initially went out, which I feel was more than enough time for them to resolve my ongoing issues.  I was without TV, Internet and telephone for almost 3 weeks.  Which means my home alarm didn't work and nor did my phone if I had an emergency and needed to call 911. My health, safety and welfare necessitated me to find another company that could provide these services.   
Regards,
[redacted]

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 he has had billing issues since Frontier took over, and he has been unable to get the issue...

resolved, after speaking with several customer service representatives. Frontier has investigated the above statements and offers the following response: Frontier advises due to a system issue bundle discounts were not correctly posted to Mr. [redacted]’s account. Frontier has issued credit for the missing discounts and has corrected the issue causing the error.Frontier has set a follow up to review Mr. [redacted]’s December 16, 2016, billing statement to ensure the issue has been resolved. 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