Frontier Communications Corp.

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

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

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 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.

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 that he has been billed for the past year for services and equipment he never had. Frontier has...

investigated the above statements and offers the following response:   Frontier advises that it has spoken to Mr. [redacted] and [redacted] on April 3, 2017, and advised that they have received an adjustment on the account for $ 79.90 for equipment not on their account and the adjustment can be seen on the February 2, 2017 bill.       Frontier advises after reviewing Mr. [redacted]’s account, there are not reports to our repair department to advise Frontier the phone may have been out of service. Frontier advises that it spoke with Ms. [redacted] on April 3, 2017 and advised that the charges for phone service on the billing will remain. We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.

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

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 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] advises that Frontier is trying to charge her for service that she did not have and that she was being...

billed for service after having cancelled her account.    Ms. [redacted] advises that Frontier needs to credit her for the time that her service was out and a credit from the date that she disconnected her service. Frontier has investigated the above statements and offers the following response: Frontier advises that Ms. [redacted] was already compensated for the days that she was out of service.  Frontier also advises that her account has been credited back to February 15, 2017, which was the date that the service was cancelled.Frontier spoke with Ms. [redacted] on October 20, 2017 and advised her of the above statements.    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:   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] 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], 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.

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

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] states that Frontier did not resolve her complaint. She stated she was advised by Frontier that the Early Termination Fee will remain as she was given proper notice regarding a contract renewal. She states she finds Frontier business practices questionable. She states she no longer wishers to proceed and she will pay her remaining bill under protest Frontier has investigated the above statements and offers the following response: Frontier’s records show that the Early Termination Fee and the two-year term commitment were quoted when the order was placed on January 28, 2017. The expiration date of the two- year term was printed on every bill that generated since the order was placed. The time frame covered by the contract shows on the bill- Term 01/31/2017 - 01/30/2019. The charge for the Early Termination Fee of $178.96 was sustained. 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] 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 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 [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 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 [redacted] to our office for review. We appreciate Revdex.com bringing this matter to our attention.   The Complaint states that:   Ms. [redacted] is disputing the $ 6.00 Regional Sport Network fee, Ms. [redacted] advises she was told it...

was for a charity.   Frontier has investigated the above statements and offers the following response:   Frontier advises the Regional Sport Network fee is not for a charity, it is a fee that due to contractual obligations requires Frontier to offer multiple sports networks in your location. The station providers charge the rates to the TV providers for carrying their stations. This fee helps to cover the high costs Frontier pays to Regional Sports Networks to deliver professional and collegiate sports programming in each local team's territory. Frontier advises our Local TV packages do not carry that fee as there are no Sport Network channels on those packages.Frontier was unsuccessful in reaching Ms. [redacted] thru phone and email contact.   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