Frontier Communications Corp.

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]

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.

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 Mr. [redacted] bringing this matter to our attention.   The Complaint states that: Mr. [redacted] advises that Frontier has increased his rates and does not offer Verizon Internet security for free. Frontier has...

investigated the above statements and offers the following response: Frontier advises that the previously utilized security software still belongs to Verizon and the credits to make it free belong to them as well. Due to this fact we can not offer this service for free. Frontier offers Security software to our customers for 4.99 nationwide.Frontier spoke with Mr. [redacted] on 09/16/16 and confirmed that we will place him on our $19.99/mo as requested by Mr. [redacted].The order did not complete and Frontier has corrected this issue and placed credit accordingly.Mr. [redacted] has direct contact information for future concerns. 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.

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 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.

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] signed up for phone and Internet service and was promised a $100 Visa Gift Card.   ...

Frontier has investigated the above statements and offers the following response:   Frontier has a promotion for a $100 Visa Gift Card that comes with a one year commitment and a $100 early termination fee.Mr. [redacted] cancelled his service and would no longer be eligible to receive the gift card.  If the card was already issued and he disconnected he would be subject to the term penalty.Frontier found that Mr. [redacted] was charged $45.15 for phone hook up and was not charged for Internet installation.As a courtesy Frontier issued credit back for the $45.15 on February 22, 2017Mr. [redacted]’s bill cycle is on the 1st of the month and is billed from the first to the 28th.  Since his service was disconnected on February 16, 2017 he will be credited back for overcharges as well as the additional $45.15 on the statement dated March 1, 2017.  After this statement he will receive a refund debit card from Citibank.  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:   Ms. [redacted] states that her service was installed on September 2017 and she had issues with the service which did not allow her to access [redacted] account. Ms. [redacted] states she contact Frontier tech support who advised that the issues was with the site blocking her. Ms. [redacted] disconnected her service and would like the Early Termination fee waived and the amount that she paid.   Frontier has investigated the above statements and offers the following response:Frontier review the account and we show that the internet service was working and the customer was able to access the internet.Frontier advise if there are any site that are not able to be access Frontier can only attempt to assist with our tech support.Frontier advise that we bill 30 days in advance when an account is disconnected it is billed until the end of the terms.Frontier early termination fee is to guarantee the bundle rate   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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I do not agree with Frontier: I made multiple calls to them regarding my services starting the 15th of March when they took over from Verizon. And on  one occasion wrote down the name of the agent answering one of my many calls. As stated previously, her name was Janice and she gave me this confirmation number - [redacted]. She had promised then that all my services will be back on before the end of April. Nothing was done by Frontier communications. I had issue after issue and simply became tired of calling Frontier for repairs. So I waited for my contract to be over making it possible for me to end the services I had with Frontier. Frontier owe me for billing me for full services while providing me with partial services. Again, I spoke with Tanisha frontier's agent on the 5th who assured me I would not be charge for that day because they are finalizing the cancellation at their end. She gave me conformation number [redacted]. I got my services installed by a new carrier on the 5th of October. I do not owe any money to Frontier Communications. They owe me and a correction to my credit report.
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 refuses to acknowledge my complaint and states they will not budge on the termination fee. This company quotes over the phone to get you to sign up for services and then charges more than what was agreed upon. When you call to dispute being charged more than what was quoted they tell me they have no control over what i'm told to sign up for services. Then I told them to cancel my services and they agreed to waive the termination fee. I saved the reference# and Employee # of phone call I had to cancel. They lady (sheril) stated word for word since I wrote it down, disregard next 3 bills and the final bill should be $65. Frontier refuses to believe this and will not pull phone call to verify, when they reference disconnect call they say the sales rep didn't type it so it must not be true. How can you hold somebody to a termination fee when your charging them more than what was agreed upon and admit you have no control over what sales men says to get you to sign up. This company is bullying people with fees, I will be seeking legal council on this matter if Revdex.com does not address this company's practice
Regards,
[redacted]

Frontier CommunicationsThank you for referring the Revdex.com complaint
of [redacted] to our office for review. We appreciate [redacted]
bringing this matter to our attention.The Complaint states that:Ms.
[redacted] Is upset that she was billed for installing the service and being
forced...

to take a line maintenance plan she did not want.    Frontier has investigated the above
statements and offers the following response:Frontier investigated and found that the $75 technician fee to install the service had already been credited and will post on Ms. [redacted]’s June 4, 2017 statement.Frontier records indicate that no line maintenance plan has been added to the account.Frontier shows that Ms. [redacted] was out of service for 14 days, but as a courtesy a full month of internet service of $29.98 (30 days) and which will post on the July 4, 2017 statement. Frontier spoke with Ms. [redacted] to review the account findings and she was satisfied. 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: James
N[redacted]                     Department: Customer
Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12757155, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have not received an "offer" from Frontier. Nor have I received a written response however your followup is an accurate reflection of what I was told by phone. I have basically been told that there are no plans to provide service in the foreseeable future. The entire neighborhood has the cabling underground so the DSL only needs to be run to and connected at the end of the rod which bisects a local main road. It seems like a more appropriate response would be to survey the local need vs number of additional clients they could provide this service to then tell us what our share of the cost would need to be.I would appreciate any help the Revdex.com can provide in providing contacts of local agencies that may have authority over these internet service providers.Thank you,
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Obviously, I wasn't aware that my business partner signed the contract. I do however feel that the company is being extremely short-sighted and does not realize that this will only add to their terrible reputation. I have been a loyal customer for 7 years and now my store is going out of business, which is a very difficult experience.  I will not recommend Frontier to any of my fellow business owners as I don't feel they are good partners.
Regards,
[redacted]
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Frontier has investigated the above statements and offers the following response:   Frontier advises an escalated request has been processed on Ms. [redacted]’s deposit return. Frontier advises that Ms. [redacted] will receive her deposit within 7-14 business days.  We trust that this...

information will assist you in closing this complaint.  We regret any inconvenience that Misty [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 Ms. [redacted] bringing this matter to our attention.The Complaint states that:• Ms. [redacted] states she set up service for her 96 year old mother.  Ms. [redacted] stated she contacted Frontier to cancel the service...

after her mother had been moved to a different location and was advised she had a $100.00 cancellation fee.• Ms. [redacted] is disputing the fee advising she never authorized a term added. Frontier has investigated the above statements and offers the following response:  • Account review shows Ms. [redacted] established service on 8/20/16 and a term was added to the account however she was not receiving any term discounts. • Frontier has removed the term and associated term fee and placed a disconnect order effective 1/25/17.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.Sincerely,Frontier Executive 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] advises that she upgraded her FiOS Internet speed from 25/25 to 50/50 and noticed that she was not...

getting the speed that she should be receiving.  Ms. [redacted] tested the speed and found that she was still receiving the 25/25 speed.  Ms. [redacted] advises that she has been paying for the higher speed over the past six months and would like to be credited the difference of $84.00.  She advises she was refused credit on previous calls to Frontier. Frontier has investigated the above statements and offers the following response: Frontier investigated and found that when the speed was upgraded from 25/25 to the 50/50 it did not upgrade the unit address properly in the system and kept it at the 25/25 speed.Frontier advises that it has been fixed as of February 10, 2018.Frontier advises that credit has been applied to Ms. [redacted]’s account as of February 23, 2018.Frontier attempted to reach Ms. [redacted] to advise of the above but was unsuccessful.  Frontier left a message for Ms. [redacted] that included direct contact information.  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:  Customer has had no caller id on TV since 05/06/16.  Frontier has investigated the above statements and...

offers the following response: ·        Frontier dispatched a tech to the site on July 03, was able to get caller id on both the HD boxes. Worked further with network technicians who rebuilt customer information, the customer was educated the standard set top is not capable of caller id on TV. The customer was provided an inconvenience credit of $25.00. The customer is satisfied and has been provide my direct contact information for future issues. 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 was billed for three months of service that she did not receive. She has attempted to...

resolve the billing issues with Frontier on several occasions but has had no resolution.  Frontier has investigated the above statements and offers the following response: Frontier has found that we did issue a three-month credit of $33.13 for the services that she was over billed for. Frontier also billed Ms. [redacted] a onetime charge of $25.00 for stopping the payment on her check to Frontier. Frontier has issued a onetime credit of 29.97 for the charges. Frontier spoke to Ms. [redacted] today and she is aware of all of the above and is satisfied with the resolution. She is aware that she now has a zero balance owed to Frontier. 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] to our office for review. We appreciate [redacted] Walker bringing this matter to our attention. The Complaint states that:  [redacted] states he has an incorrect final balance on his closed account with Frontier. ...

  Frontier has investigated the above statements and offers the following response: Frontier advises it was unable to find the account with the disputed amount stated on the complaint.  Frontier has made several attempts to reach [redacted]; however, Frontier has been unsuccessful in speaking with him. 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 he downgraded his service and was quoted $94.99 for the bundle of Custom Essentials...

and Custom Sports TV, FIOS internet 50/50 and unlimited telephone service. However he received a bill of $240.35. He has called several times to get corrected with no success. Frontier has investigated the above statements and offers the following response:   Frontier advised due to a system issue the bundle discounts did not appear on Mr. [redacted]’s November 13, 2016 billing statement. The discounts have been posted to Mr. [redacted]’s account and will appear on his December 13, 2016, billing statement. Frontier has issued credit for the missing discounts. Frontier will review Mr. [redacted]’s December 13, 2016, billing statement to ensure accuracy. 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.