Frontier Communications Corp.

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.

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: Ms. [redacted] advises her internet service is not working and she’s been advised a technician would be dispatched but no one showed...

up.  Frontier has investigated the above statements and offers the following response: A Technician was dispatched on 6/7/17 and restored internet service. We have not been successful in our attempts to reach Ms. [redacted]; however, she has been provided our contact information should she have additional questions or concerns. 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.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]

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]

Frontier has investigated the above statements and offers the following response: Frontier advises on February 7, 2018 a Frontier technician cleared worn equipment in the pedestal and confirmed the line is properly working. 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.

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]

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 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]

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]

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:  ###-###-####

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]

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

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.

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

Thank you for referring the complaint of [redacted] and [redacted] to our office for review. We appreciate Mr. and Mrs. [redacted] bringing this matter to our attention.
The Complaint states that:
• Mr. and Mrs. [redacted] state they had a power outage in the area on December 16, 2016 when the power...

came back on the FIOS router never came back on. Mr. and Mrs. [redacted] further state the service was out from December 16, 2016 through December 23, 2016.
• Mr. and Mrs. [redacted] requested a sooner due date and were unsuccessful.
• Mr. and Mrs. [redacted] state they are seeking resolution and credit for their account for a month of services.
Frontier has investigated the above statements and offers the following response:
• Frontiers notes state the technical support attempted to reboot the ONT and when unsuccessful requested field dispatch.
• Commitment time frames vary depending on multiple factors such as out of service status, time of the trouble report, number of technicians available, etc.
• Frontier records reflect that Mr. and Mrs. [redacted] received an out of service credit on December 23rd for service dated December 16, 2016 through December 23, 2016. Additionally on January 10, 2017 a credit was provided for a full month of service although the credit was not warranted.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. and Mrs. [redacted] has experienced as a result of the above matter.
Sincerely,
Frontier Customer Relations

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] advised Frontier of an ongoing service repair issue and was requesting credit for time out of...

service.   Frontier has investigated the above statements and offers the following response:   On January 30, 2017 Frontier spoke with Mr. [redacted] the account holder. He gave us permission to add Ms. [redacted] as authorized. Frontier issued 6 weeks tos credit and credited a 9.99 shipping activation fee.   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 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]
I have talked with Mark Freeman of Frontier Communications and am fully satisfied with the agreement into resolving this issue. I would like to thank everybody that took time out of their day to help resolve this issue. I request that no further action be taken by Revdex.com.                                                                                                                Thank You all for your time!                                                                                                                      [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: 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.

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.