Frontier Communications Corp.

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], has experienced an Internet outage and would like nothing to do with Frontier and would like his deposit back. Frontier has investigated the above statements and offers the following response:  Frontier has processed an order to disconnect Mr. [redacted]’s Frontier Internet service and have effected dated the order back to Mr. [redacted]’s installation date, due to the Internet service never worked for him. This will ensure Mr. [redacted] owing no payment to Frontier due to his issues. Also, if Mr. [redacted] paid Frontier a deposit, the deposit amount will be mailed back to Mr. [redacted] in a check form three months after his services have disconnected.  Frontier has spoken with Mr. [redacted] and has reviewed this information with him.  Mr. [redacted] is satisfied with the resolution.  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.  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:   Mr. [redacted] indicates that when he took over an existing account on 7/1/16, he was told...

there was no contract, but has been told by multiple representatives that he is in contract. Frontier has investigated the above statements and offers the following response: Frontier has found that Mr. [redacted] is not under any contract. Frontier advises a Frontier representative has attempted to contact Mr. [redacted] on four (4) separate occasions since October 17, 2015. Frontier also advises as of October 26, 2016, Frontier has not received any type of response back from Mr. [redacted]. Frontier states a letter was sent for Mr. [redacted] to contact Frontier regarding his 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] 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 [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 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 with his Frontier Internet service. Frontier has investigated the above statements and...

offers the following response:     Frontier contacted Mr. [redacted] who confirmed he is receiving Frontier Internet speeds of 2.8Mpbs. Frontier informed Mr. [redacted] that the maximum speed he can receive in his area is 3Mpbs. Mr. [redacted] terminated his Frontier Internet service because he requires a faster Internet speed that Frontier is unable to provide in his area at this time. Frontier confirmed with Mr. [redacted] that he will not be charged an Early Termination Fee for terminating his Frontier Internet service. Mr. [redacted] is satisfied with this resolution. Ms. [redacted] knows to contact Mark H[redacted] at ###-###-#### at extension # [redacted], if he has any 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.

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 Mr. [redacted] bringing this matter to our attention. The Complaint states that: As a former customer of Verizon in Florida, Mr. [redacted]’s Telephone, Internet and Television was transitioned over...

to Frontier on April 1, 2016. This is his second complaint being filed. The first one was because of his Telephone service not working off and on for over six weeks. That was finally resolved. However, since April 1, 2016, the Frontier website where he can log on to view his bill as well as services, has never worked. First, his primary phone line is not cable of changing any features, such as call blocking. Also, his second and third lines do not even show up on the web site. He has attempted to work with Frontier agents for over eight weeks with no resolution. Mr. [redacted] wants the web site fixed and be able to have full functionality of his features.  Frontier has investigated the above statements and offers the following response: Frontier removed Mr. [redacted]’s FIOS unlimited package on his main line number 9414976316 in error. This is why his features were not working or showing up in the portal web site. Frontier has processed an order to add the package back on to his account. Frontier has corrected the portal web site to include all of Mr. [redacted]’s numbers. Frontier has confirmed with Mr. [redacted] that he can view and use all of the features on the portal web site. Mr. [redacted] is satisfied with the resolution.      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 getting involved. Sad to say, I do not think this resolution would have happened without your intervention.
again - Much thanks!
[redacted] M [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]

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.

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]

Frontier has investigated the above statements and offers the following response:   Frontier advises that Ms. [redacted] upgraded her Digital Phone Essentials phone plan with 30 Minutes of long distance calling to Digital Phone Unlimited with unlimited nationwide calling on October 24, 2016. ...

The agreement included a 2 year term from October 24, 2017 to October 23, 2018 with a $100.00 ETF for ending service before the end of the term.  Frontier’s records show that Ms. [redacted] requested the plan to prevent billing for individual calls because she is located in an area with a limited local calling area. Frontier advises that the term dates were printed on every billing statement beginning with the November 7, 2016 statement.  Account billing statements also advised that a term fee would apply if the service was cancelled prior to the end of the term.Frontier finds that Ms. [redacted] ported out her number [redacted] with an effective date of December 8, 2017.  The December 7, 2017 statement printed before the account was disconnected.  Ms. [redacted] will receive a statement on January 7, 2017 including credit from the December 8, 2017 disconnection to the end of the billing cycle and the $100.00 ETF.Frontier sustains the $100.00 ET as valid.Frontier spoke with Ms. [redacted] on December 14, 2017 to provide the above information.

Frontier CommunicationsThank 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]
disagrees with Frontier’s resolution and credits received are not
sufficient.He has
received credit but is still owed monies from October 2017.He has a new
address where his service is currently.Frontier has investigated the above statements and offers the
following response:Frontier advises we have reviewed Mr. [redacted]’s account concerns and his charges for accuracy and determined he was not qualified for the respective promotion. Mr. [redacted] has made payments and prior credits were applied as an effort to resolve his billing complaints.No further credits are due.Mr. [redacted] is advised to contact our Billing department for any address changes or updates. Our contact number of 1/###-###-#### as listed on all billing statements.We trust that this information will assist you in closing this
complaint.  We apologize for any
inconvenience that Mr. [redacted] has experienced because of the above
matter.Frontier
Specialist:  Bridget G[redacted]                                  Department: Executive
Relations

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 was without telephone service for three weeks and Frontier refuses to issue credit for the...

time he was out of service. Ms. [redacted] also advises that he requested to terminate his services; however, Frontier refuses to cancel the service. Frontier has investigated the above statements and offers the following response:Frontier advises that there are no records of service issues being reported within the last six months until October 8, 2017. Frontier advises that a report was made on October 8, 2017 for no Internet and service was repaired on October 16, 2017.Frontier advises that an adjustment in the amount of $9.33 was applied to Mr. [redacted] account for the service issues reported. Frontier advises that a request was made on October 6, 2017 to terminate services. Frontier advises that an order was placed on October 6, 2017 and dated for the end of Mr. Lyon’s billing cycle. Frontier advises that Mr. Lyon’s services will be terminated on October 31, 2017.Frontier spoke with Mr.  [redacted] on October 24, 2017 to review this information with 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.

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 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] 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.

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] states he was advised that the charges for unauthorized DISH Network combined billing was to be...

adjusted and has incurred late fees while waiting for adjustment to be made to the Frontier account. Frontier has investigated the above statements and offers the following response: Frontier advises after reviewing the account that the balance from the combined services are valid. Frontier advises when an account is combined with DISH Network Frontier billing is in the front and DISH billing is in the rear. Upon separation of the combined billing the past amount due is still owed to Frontier.Frontier advises it has spoken to Mr. [redacted] on July 3, 2017 along with an DISH TV agent and explained the billing to Mr. [redacted].Frontier advises that it has made an adjustment to the late fees that the account has incurred during the billing dispute.   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.

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.