Frontier Communications Corp.

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.

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.

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 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 [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.

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

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 Lisa [redacted] to our office for review. We appreciate Ms. [redacted] bringing this matter to our attention. The Complaint states that:...

•                     Ms. [redacted] stated that when she called she was treated poorly by a Frontier agent.  •                     Ms. [redacted] stated that the price she was given has never been on her statement. •                     Ms. [redacted] stated that she has never been fully compensated for the billing errors.   Frontier has investigated the above statements and offers the following response: •               Frontier will provide necessary coaching to the agent(s) Ms. [redacted] spoke to. •               Frontier records confirm that the price quoted has not printed on Ms. [redacted]’ s statement. •               Frontier records show that Ms. [redacted] has been fully compensated for all billing errors and adjustments have posted to the account. •               Frontier record indicate that no additional adjustments are needed at this time. The remaining balance owing on Ms. [redacted]’s account is valid and covers the September 3, 2017 bill cycle. A Frontier agent has reached out to Ms. [redacted] and provided direct contact information if she needs assistance in the future. 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] advises his monthly rate is billing higher than quoted.   Frontier has investigated the above statements and offers the following response: Research shows Mr. [redacted] subscribes to Frontier FiOS Digital Voice $40.00, Frontier FiOS Digital Voice additional line $9.99, FiOS 50/50 data $69.99 for a total of $119.98. In addition, Mr. [redacted] receives a $50 loyalty credit through 12/16/17 which brings the monthly rate to $69.98.  This excludes any additional services and applicable taxes and surcharges.Research determined Mr. [redacted] subscribes to Inside Wire Maintenance for $11.99 andNon-published listing for $5.25 for a total of $87.22 before taxes and surcharges. Account records show credits totaling $268.51 were applied for the rate difference.  This reflects on bill date January 16, 2017.Records show Mr. [redacted] billing correctly. However it was determined that Mr. [redacted] was billed $27.20 for a long distance call.  As a courtesy the call was re-rated to $6.80. Please allow 1-2 bill cycles for the credit to reflect.  A Frontier representative spoke with Mr. [redacted] who indicated satisfaction with the resolution. We trust that this information will assist you in closing this complaint.  We regret any inconvenience that [redacted] may have experienced as a result of the above matter.   Frontier Specialist: Amy B[redacted]                               Department: Consumer Relations

Frontier has investigated the above statements and offers the following response:   Ms. [redacted] initially established the Simply Core Satellite Internet on June 10, 2015. The product was upgraded to the Simply Core Plus on June 11, 2015 Frontier policy states that a customer can make changes...

within 30 days of term date without penalty. Ms. [redacted] request to discontinue the Simply Core Plus Satellite effective May 23, 2017. The Early Termination Fee will not apply. At this time the balance is in the amount of $170.09 which also includes billing for Dish. Frontier’s refund policy is to issue a repaid card 90 days from the date of service disconnection or termination.  This time period is required to ensure all outstanding charges or credits are posted to the closed account.  Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.Frontier has been unsuccessful in reaching Ms. [redacted] however a detailed message was left with contact information.   We regret any inconvenience that Ms. [redacted] may have experienced as a result of the above matter.

Thank you for referring the additional concerns of [redacted] regarding the business of [redacted] to our office for review. The additional concerns state: Mr. [redacted] states he would like Frontier to clear his account stating the remote call forwarding did not work.Mr. [redacted] wants Frontier to provide a credit of $5000.00 for loss of business. Frontier has reviewed these additional concerns and offers the following response: Frontier has reviewed the records and unable to locate any trouble tickets or notes reporting that the remote call forwarding was not working.  The charges of $150.43 are valid for this account.Frontier does not provide credit for loss of business. 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.  Sincerely, Frontier Customer 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.
I contacted Frontier after receiving email from Revdex.com, the account balance remains at ($70.89), no credits have been issued, account is still open! 
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] stated she did an online Chat with Frontier on 12/23/16 to change her wifi password. ...

Ms. [redacted] states she was advised the modem was too old and a new one would be shipped at no charge.Ms. [redacted] stated she contacted Frontier regarding the loss of channel 2 (ABC) due to the ongoing negotiations.Ms. [redacted] stated she was advised her contract was renewed 12/23/16 in which she did not request.  Frontier has investigated the above statements and offers the following response: Frontier has attempted to reach Ms. [redacted] and left a return contact number.  Frontier will make additional attempts to reach Ms. [redacted] to assist.Frontier records do not show a modem has shipped out and currently waiting for the transcript to review the call.Frontier continues negotiations with Sinclair, the local TV broadcaster, who continues to insist on a rate increase of more than 200% for the affected channels. Accordingly, at this time, Frontier is unable to include Sinclair programming in your channel lineup. We are working hard to negotiate a reasonable rate, but we won't settle for less than fair pricing for our customers. Please visit [redacted] for continuous updates.In the interim, please check our TV Viewing Alternatives webpage at [redacted]. Many of the most recent episodes from the affected stations are available on demand through the affiliate web sites, such as [redacted], [redacted], etc., and customers are also able to access broadcast television stations using an over-the-air antenna.  Sinclair’s latest demands illustrate the disproportionate power that local broadcasters wield in retransmission consent negotiations and shows Sinclair’s willingness to drive up customer costs.  The FCC’s and Congress’s current retransmission consent process rules allow big broadcasters like Sinclair to charge exorbitant prices or cutoff customers.  Frontier won't settle for less than fair pricing for our customers.     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 Customer Relations

Customer Name: [redacted]                                            Phone: [redacted]...

                                 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:   [redacted] has a billing with additional charges of $137 for Installing the Internet and was not informed of these charges.   Frontier has investigated the above statements and offers the following response:   Frontier Technicians submitted charges for installing a Jack in [redacted] Home.  Since the charges were not advised Frontier has issued credit for the $137  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 his Frontier billing is higher than expected following a call to lower pricing. Frontier has...

investigated the above statements and offers the following response: A review of this account shows that Mr. [redacted] and his daughter called into Frontier on 11/21/2016 to request a lower monthly bill. A review of the order shows that the order completed with an error resulting in charges of $25.99 for Showtime to bill to Mr. [redacted]’s account. Mr. [redacted]’s billing following the requested order was also higher than his regular monthly rate due to prorated charges from the time of the order placement to the date of Mr. [redacted]’s first full month of service following the change. This resulted in 1 month plus 10 days of billing to occur on the December billing cycle.A Frontier representative has added adjustments to Mr. [redacted]’s account for 25.99 to offset the Showtime billing and $80.00 for an activation fee that Mr. [redacted] was not quoted during the sales call. A Frontier representative has spoken with Mr. [redacted] and advised of these actions. 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 Ms. [redacted] to our office for review. We appreciate Ms. [redacted] bringing this matter to our attention.   The Complaint states that:   Ms. [redacted] advises she would like her television service restored. Frontier has investigated the above statements...

and offers the following response: Frontier spoke to Ms. [redacted] on November 28, 2017.  Frontier explained the Deferred payment arrangements agreement. Frontier advised Ms. [redacted] that Frontier issued an out of service adjustment of $94.37. Frontier reviewed adjustments, charges and bill is correct. Frontier provided a payment extension until December 4, 2017. 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]. 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]
Preferences§1234567890-=BackspaceTabqwertyuiop[]Returncapslockasdfghjkl;'\shift...⇄ alt

Frontier’s Local Manager has advised that there was a fiber that was causing an issue to service at the VRAD on Hospital Ave in Danbury CT.
The fiber had a high resistance open / break which proved very difficult to locate and repair.
This situation caused intermittent service problems....

Final repair was completed on August 22nd 2015. All customers are in service.
Frontier does apologize for any delay in repair and has issued an out of service adjustment in the amount of $25.00 that will appear on Mr. [redacted] next billing statement.

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 him bringing this matter to our attention. The Complaint states that:Mr. [redacted] adivse he had trouble with the DSL internet service, he called Frontier and states he was advised he was on a month...

to month basis. Mr. [redacted] was charged an eartly termination fee of $200.00. Frontier has investigated the above statements and offers the following response:Frontier spoke to Mr. [redacted] on October 23, 2017 and advised that he was still in contract until August 24, 2017, a bill message located on page 3 of 3 advises of the automatic renewal on August 24, 2017, it also states the auto renewal can be cancelled at least thirty days prior to renewal by calling Frontier Communications. Mr. [redacted] did not cancel the auto renewal by calling Frontier thirty days prior to the August 24, 2017 renewal, the service with Frontier was cancelled by porting out on July 27, 2017. The contract for the August 24, 2016-August 23, 2017 term was not fulfilled, the $200.00 early term fee applies.  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.