Frontier Communications Corp.

On 8-19-16 the FTR local manager spoke with the customer and apologized for the actions of our contractors and it will be addressed with them. Advised we will make sure a full month of service credit is issues. We made arrangements for a tech visit on 8-20-16.  On 8-20-16 FTR followed up with...

the customer and she confirmed all is working and she is happy with her repair visit today.

. 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] is disputing a Frontier technician repair fee he was charged on his Frontier billing, as he was never...

advised of this charge. Frontier has investigated the above statements and offers the following response: Frontier advises an investigation of the account shows that Mr. [redacted] was not home during the time of the repair, therefore, he could not consent to the charges of the repair. Frontier advises a credit of $101.46 has been credited to Mr. Fraser’s account for the cost of the repair charge.Frontier has contacted Mr. [redacted] and advised of the above statements. Mr. [redacted] is satisfied with this resolution. 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.

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 have never received any messages in early October until an email received this morning. The recent issue I called this past weekend is completely unrelated to the bad customer service issue ocurring in August 2016. I sent a clarifying email with the same specifics written in this complaint. It appears that the business is confusing my recent tech support issue with the bad customer service issue occuring on August 26, 2015. I just would like this incident to be known so that myself or another customer doesn't have to go through this again. Thank you. 
Regards,
*** ***

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, that being said, the timeliness of their response and the manner in which we were told twice that a service technician would come to the house and no one showed up without even calling to cancel was completely unprofessional and showed a complete lack of respect for us and our time.  We were not told what the actual problem was until someone from Frontier in Washington state called us because we had complained to so many agencies.  While the complaint was resolved, I have found that the problem is a common complaint with this company and they need to fix their system problems on a widescale level in order to improve their service and gain some respect in the business community.
Regards,
[redacted]

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:  Customer was charged an ETF of $199.00 that he does not believe he should have been charged Customer...

also has been charged $145.00 per month when he was quoted $105.00 per month  Frontier has investigated the above statements and offers the following response Customer was charged an ETF of $190.01 for downgrading his service. This will be credited back to customers days within one billing cycle and will show on his next statement dated 09/13/2016After reviewing the call, the representative quoted the customer the price of $109.99, he has been being billed $129.99+ taxes and surchargesFrontier has given the customer a $100.00 courtesy credit on his 06/13/2016 statement Frontier can provide Fios Digital Voice Unlimited Package and Fios 100/100 with a two year contract for $114.99 or without a contract for $129.99 based on the customer choice of which package he would prefer 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] advises that he called Frontier to renew his 2-year contract for TV and internet services, and was quoted just under $100.00 plus tax.  His next bill, dated March 7, 2017, came out to $229.18, and no changes were made to his services.  He also advises he was told by Frontier to pay that amount, and he’ll get a credit on the following bill. Mr. [redacted] advises that the next bill he received, in April 2017, came out to $391.16 Mr. [redacted] advises that Frontier needs to adjust his bill to reflect the pricing that was agreed upon with the same level of service. Frontier has investigated the above statements and offers the following response: Frontier advises that the new promotional discounts were not activated at the time that Mr. [redacted] renewed his contract, which caused him to be overbilled for the month of March 2017.Frontier advises that a credit in the amount of $218.46 was issued for the billing error that occurred in March 2017, and the credit was applied to the May 2017 billing cycle.Frontier advises that another credit in the amount of $147.59 was issued for having been overcharges on the April 2017 bill, and a credit of $15.53 was issued for the late fees that had been billed. These credits will be reflected on the June 2017 statement.   Frontier spoke with Mr. [redacted] on May 15, 2017 and advised him that his monthly rate has been credited and going forward, it will be $109.98 plus tax, which is what he was quoted on March 8, 2017.   He was also advised that his remaining balance is $128.74. 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] 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.

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.  Unless they go past their 2-3 week time frame.
Regards,
[redacted]

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

Thank 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:
• An account was opened in error without customer’s permission.
• Never received $200 Amazon Gift Card.
Frontier has...

investigated the above statements and offers the following response:
• Our records indicate on March 18, 2017 Frontier communicated Mrs. [redacted] acknowledging her concerns.
• After further review, Mrs. [redacted] billing concerns have been resolved and it has been confirmed gift card has been received.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs. [redacted] has experienced because 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] advises that his telephone service has been out 4 to 5 weeks during the year and has ongoing static noise.    Frontier has investigated the above statements and offers the following response: Frontier has investigated Mr. [redacted]’s account and found reported trouble on May 25, 2017, May 31, 2017 and November 24, 2017, December 2, 2017 during the year.  Frontier advises that service was restored on December 8, 2017 and a credit adjustment for the days out of service has been applied to Mr. [redacted]’s account. 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 CommunicationsThank 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:Internet
speeds are extremely slow.Tech
support was not helpful requesting a pc connection to...

modem and Ethernet.Frontier has investigated the
above statements and offers the following response:Frontier internet speeds are ‘Up to speeds” and not guaranteed. Frontier Field technician did a premise visit, reviewed the connections with customers Wi-Fi extender and advised to change connection when closer to the extender.Once these steps were implemented Mr. [redacted] reported that his internet was doing better and he was pleased. 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: [redacted]                            Department:  Customer RelationsTelephone
Number: ###-###-#### ext; 4391     Fax
Number: ###-###-####

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.

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:  Mr. [redacted] states that since he upgraded his services his billing has been incorrect. Mr. [redacted] states that he is being charged for an $80 installation fee, for modem two months at $66.00 per month. Charged a FIOS change fee for a total of $46.00. Mr. [redacted] states that he is not receiving the discount on the upgrade to FIOS 150/150 and is being charged the full price of $109.99   Frontier has investigated the above statements and offers the following response: Frontier has issued a credit for the installation charge of $80.00Frontier has issued credit for the FIOS bundle change charge for August and September for $46.00.Frontier has submitted a request for an adjustments for the modem charges in the amount of $132.00. Customer has paid for the modem in full on their August billing statement.Frontier has issued a ticket to add the bundle discount of $35.00 to their account for a correct billing of the FIOS 150/150 at $74.99.  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: Angela C[redacted]                  Department: Consumer Relations Telephone Number: ###-###-#### Ex [redacted] Fax Number: ###-###-#### Tell us why here...

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] states that she called Frontier to install new Internet service on August 23, 2016. They debited her account...

$35.00 on that day. When she placed the order she was told that the installation was free and billing would begin on day of installation. She was advised that a technician would contact her within 24 hours and that they did not need access to the house. She set the modem up herself but when the service did not work on the day Frontier told her it would she called them to find out that the service was not set up properly and that another technician would be sent out. After several call backs to Frontier the service still did not work. She had requested to cancel the service all together October 10, 2016 due to the service never working and Ms. [redacted] did not want to wait any longer. She then received a bill from Frontier for services that she never used. She would like to be refunded her deposit of $35.00 and the bill balance on the account.  Frontier has investigated the above statements and offers the following response: Frontier processed an order to turn Internet service on for Ms. [redacted] on August 25, 2016. Frontier received reports from Ms. [redacted] that her Internet did not work on several occasions. Frontier went out on several repair tickets. The last one was cleared out with working service as of September 20, 2016. Frontier received a call from Ms. [redacted] on October 10, 2016 to cancel her service and have Frontier refund her deposit. Frontier did not place an order at that time to disconnect her service. There were several bills that generated due to this error. Frontier did process an order to disconnect the service as of January 25, 2017. Frontier has issued a credit to Ms. [redacted]’s account to zero it out and refund the credit balance of $63.85. Frontier spoke to Ms. [redacted] today and made her aware that the refund check is being sent to her and to expect it in about 7-10 business days. She is satisfied with the resolution.  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.

Tell us why here...                                  Thank you for referring the complaint of [redacted] & [redacted] to our office for review....

We appreciate Mr. & Mrs. [redacted] bringing this matter to our attention. The Complaint states that:Mr. & Mrs. [redacted] state that they have been experiencing issues with their internet service from Frontier and that they were being charged for internet speeds that they cannot receive.Mr. & Mrs. [redacted] state that they were offered a lower price for the internet service and an upgrade to the phone at no additional cost. Mr. & Mrs. [redacted] further state that they received a statement for more than what they were quoted. Frontier has investigated the above statements and offers the following response:Frontier records show that there was an error when the plan was changed causing the bill to be higher than what was quoted.Frontier placed an order on February 14, 2017 to correct the error. Mr. & Mrs. [redacted]’s new plan is $27.99 for the phone plan which includes 30 minutes long distance and caller ID and the new rate for the Internet service will be $19.99 per month before applicable taxes and surcharges. Frontier issued an adjustment in the amount of $32.55 for the billing errors on the February 2017 statement. Frontier spoke with Mrs. [redacted] on February 14, 2017 to review this information. Mrs. [redacted] is satisfied.   We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Mr.  & Mrs. [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.  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]

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.
Frontier Communications continues to report fraudulent charges at 2x what they advertised and reporting this amount as charged off to the credit bureau. I have offered to pay this account on numerous occasssions before the bill was late and since. In addition, despite removing 1 account that did not belong to me, I received no credit for paying that account. I am willing to pay the outstanding balance but do not consider my complaint resolved until the account deliquency and charge off is removed form my credit report. 
Regards,
[redacted]
[redacted]

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] states that she discontinued her home telephone, Internet and television service with Frontier on July 1,...

2016.  Ms. [redacted] states her latest Frontier billing statement shows she is still being billed for the Frontier service.Ms. [redacted] states she received a bill for $484.46 for Frontier service she did not have.  Frontier has investigated the above statements and offers the following response: Frontier reviewed Ms. [redacted]’s Frontier account and found an error in the system which caused the billing issues.Frontier corrected the error and the system back dated the erroneous telephone, Internet and television charges to June 23, 2016. Ms. [redacted]’s balance on her Frontier account is $61.06.Frontier spoke with Ms. [redacted] on September 14, 2016 and informed her of the above information. Ms. [redacted] is satisfied.  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 Ms. [redacted] bringing this matter to our attention.   The Complaint states that: Ms. [redacted] had a bundled account for her services with Verizon however the first bill amount from Frontier was incorrect. Ms. [redacted] states she was advised we would adjust and send her out a new bill however she didn’t receive one. Ms. [redacted] does not agree with the balance and is awaiting a credit.   Frontier has investigated the above statements and offers the following response: Frontier has issued credits in September 2016 totaling $119.10.   We have not been able to reach Ms. [redacted] to advise however we have mailed her a letter with direct contact information if she needs further assistance.   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.