Frontier Communications Corp.

Tell us why here... Thank you for referring the complaint of [redacted] to our office for review. We appreciate her bringing this matter to our attention.The Complaint states that: Ms. [redacted] was without internet for five days and when she called Frontier requesting a credit for the time that she...

was out of service she was only offered a credit equivalent to four days of service.Frontier has investigated the above statement and offers the following response:We have reviewed Ms. [redacted]’s account and verified that she called in to report her internet service wasn’t working on March 5, 2016 and that Frontier was able to get her back in service on March 9, 2016.  We have applied a credit of $25 to Ms. [redacted]’s account to cover the five days that she was out of service as well as the inconvenience this caused her.  We have tried contacting Ms. [redacted] by phone on three occasions (March 28th, 29th and 30th) and left a direct number for her to call to discuss the credit that has been applied to her account.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 rebuttal 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 his wife called into Frontier many times to put his service on vacation and the Frontier agent had issues when placing the order to add the service to his account.  Mr. [redacted] also advises that he cancelled auto draft at that time.Mr. [redacted] advises he disputes the amount owed of $921.26 that Frontier has billed him. Frontier has investigated the above statements and offers the following response: Frontier investigated and advises the vacation service was added on April 17, 2017 and then removed off on May 4, 2017 after Mr. [redacted] called into Frontier. The Frontier agent advised Mr. [redacted] that he was going to place an order the next day to add the vacation service back to the account.  The agent never put the vacation service back on the account.  Frontier advises that the call was pulled for verification and confirmation from May 4, 2017. Frontier advises that a payment made on April 24, 2017 was returned to Mr. [redacted] per his request.  Mr. [redacted]’s auto draft was cancelled prior to the payment, but it takes 30 days to process before it stops taking the auto payment.Frontier advises that Mr. [redacted] used Frontier service making long distance calls from June 25, 2017 to June 28, 2017.Frontier advises that Mr. [redacted]’s service was permanently disconnected on July 31, 2017 for non-payment by the collection group.Frontier advises that credit has been applied to Mr. [redacted]’s account in the amount of $611.79 and has an outstanding balance of $309.47.Frontier has not contacted Mr. [redacted] per his request on the complaint.Frontier stands by what has been stated above.  Mr. [redacted] can dispute this with the outside collection agency that has his account.  We apologize for any inconvenience that Mr. [redacted] has experienced as a result of the above matter.

Thank you for referring the complaint of to our office for review. We appreciate bringing this matter to our attention. The Complaint states that: Mr. [redacted] states that Frontier claims he had an account that was never paid.Mr. [redacted] states that Frontier has refused to send him proof of any...

charges.Mr. [redacted] states that he refuses to supply anymore information without proof of the account that is shown on his credit report.Frontier has investigated the above statements and offers the following response: Frontier has reopened the Fraud case that was previously closed due to incomplete information.Frontier has advised that the Fraud packet is a legal document and must be completed in full.Frontier has mailed Mr. [redacted] three statements. Mr. [redacted] has presented no other questions or concerns.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 find that this resolution is satisfactory to me. 
Regards,
[redacted]

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 Frontier has billed her credit card for unauthorized charges. Frontier has investigated the above statements and offers the following response:Frontier investigated Ms. [redacted]’s account and advised that the Frontier secure product was set up by AT&T when she requested new service with them. Frontier advises that the service was cancelled with Frontier on March 8, 2017.Frontier has made several attempts to contact Ms. [redacted] regarding this issue but has been unsuccessful in speaking with her.Frontier has mailed Ms. [redacted] a letter with direct contact information if she needs any additional 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.

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] was charged an early termination fee when she discontinued services with Frontier. Ms. [redacted] states she did not sign a contract. Frontier has investigated the above statements and offers the following response: Ms. [redacted] was charged an early termination fee when her services were disconnected. Frontier issued credit for this fee on April 6, 2018. 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 [redacted] to our office for review. We appreciate [redacted] bringing this matter to our attention.   The Complaint states that:   Mrs. [redacted] states that she never knew that she was under a contract with Verizon that allowed a $20.00 discount on her internet. Mrs. [redacted] states that she has asked for a copy of the Verizon contract and has never received one. Mrs. [redacted] in email correspondence asked for a final bill on her account.   Frontier has investigated the above statements and offers the following response:   Frontier emailed an electronic copy of the Verizon contract to the email address that Mrs. [redacted] provided.Frontier emailed Mrs. [redacted] that the next bill on this account with the correct balance would not print until 10/04/2016.  Frontier, however, did verify that amount of $145.02 as a final amount due.   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.

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 would like  to thank Frontier for getting back to me promptly and scheduling that appointment.  I would also like to thank them and compliment them on the professionalism and politeness of their technician who responded to my home.
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.  Technicians are still working on the problem and keeping me informed as they tried to resolve this issue with 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.As a preliminary matter, Frontier has incorrectly identified us as "
LACCD
[redacted]" Frontier must (once again) have "dropped the ball".Further, we made multiple efforts to communicate with Frontier and we have not had the benefit of a response Indeed, we made efforts to call Frontier on June 16, 2016, June 20, 2016, sent a fascimile to Frontier at ###-###-#### on July 8, 2016, and sent letters dated April 28, 2016, June 23, 2016, and June 19, Briefly, we spoke with a customer service representative named "Carolina" and "David" before our telephonic discussion ended when it was disconnected on August 12, [David promised that someone from Frontier would be calling us back on that same date -- of course, as with all other representations made by Frontier, this commitment has not been fulfilled.] We have cancelled our service, but we demand all payments received since April 28, We have had our service with Frontier disconnected on July 18, 2016, but we are still being billed by Frontier By this response, we demand the return of all payments made since our first complaint
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.
 We assumed we would be contacted from someone from Frontier who knew our situation so we could explain that we are still having problems with our set-box.  We have not called Frontier because we are so frustrated from having to be on hold for very long periods of time and once you finally get someone they don't have the notes in front of them and you have to go through everything again.  We continue to lose programs that have been recorded on our DVR and the notifications for caller ID hasn't worked since the Frontier tech came out months ago.  Our tech informed us that a lot of our problems we were having with our router was because of the connectors in our box outside that have rusted.  He was shocked that the last tech didn't take care of these problems.
Regards,
[redacted]

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

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: ###-###-####

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 he was sold data and tv service and Frontier could only provide internet service....

Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr. [redacted] on July 20, 2017 and he was advised he has not been charged an early termination fee the balance is all past due for the service the time that it was used.During the conversation Mr. [redacted] advised he has paid payments we do not show on the account. Frontier is waiting on proof of payment to start a payment investigation.Since our conversation on July 20, 2017 Frontier has not been able to reach Mr. [redacted] and he has our contact information for future when needed. 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 Mrs. [redacted] to our office for review. We appreciate Mrs. [redacted] bringing this matter to our attention.   The Complaint states that:   Mrs. [redacted] advises she feels like Frontier is over billing her.   Frontier has...

investigated the above statements and offers the following response:   Frontier spoke to Mrs. [redacted] and reviewed the bill and service. We changed her package and pricing to a new package and pricing which the customer is satisfied with.   We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Mrs. [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] states that she has experienced billing issues for the past year on her Frontier account.Ms....

[redacted] states that she contacted Frontier to cancel her service on January 11, 2017.Ms. [redacted] states that she was advised there would be a $9.99 disconnection fee and that she would receive credit for the automatic payment that came out of her account on January 23, 2017.Ms. [redacted] states that she checked her online account and found a past due amount being owed on her Frontier account.Ms. [redacted] states that her Frontier account is still open.   Frontier has investigated the above statements and offers the following response: Frontier advises that Ms. [redacted]’s Frontier account was cancelled on January 11, 2017.Frontier advises that Ms. [redacted] has a refund credit of $20.39 on her account.Frontier processed Ms. [redacted] refund on March 1, 2017 and she will receive her refund within seven to ten business days. Frontier spoke with Ms. [redacted] on March 1, 2017 and explained the information above.   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 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.

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.

Tell us why here... Thank you for referring the rebuttal complaint of [redacted] to our office for review. We appreciate [redacted] bringing this matter to our attention. The Complaint states that:  [redacted] was under contract with Frontier but was not happy with their service.  In a month time period we had several service issues which are on record.  [redacted] advises that they spoke with a sales consultant by the name of [redacted] and he informed them over the telephone on July 25, 2016 that due to our service issues and since they did not have a signed contract on file that he authorized to have our early termination fee waived.  [redacted] advises that they received an email so they could show the budget committee that they would not be responsible to pay anything to Frontier if they switched services.  [redacted] advises that they did switch to [redacted] and about a month after they cancelled with Frontier they received a bill for $832.07 and they called into Frontier and was advised that the contract was broken.  We emailed them the email that was received from Mr. C[redacted] and Frontier submitted a credit request #513224.  We were informed by Adam at Frontier on November 9, 2016 that the credit request was denied and we would have to pay the $832.07.  Frontier has investigated the above statements and offers the following response:  Frontier advises that there was one repair ticket on June 22, 2016 and closed out on June 27, 2016.  Frontier advises that [redacted] was advised on November 9, 2016 that the credit request was not approved and denied.  Frontier advises that a second request #551329 was submitted and as of December 7, 2016 a credit has been given in the amount of $970.69 and leaves a credit balance of $138.62.  Frontier advises that it will take approximately 90 days to receive a refund check.   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                  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...