Frontier Communications Corp.

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] was told that he would receive a
$5.00 per month adjustment.Frontier
has investigated the...

above statements and offers the following response:  Frontier reviewed Mr. [redacted] account and determined that, due to his current promos he does not qualify for the additional $5.00 monthly credit. Frontier called Mr. [redacted] on November 14, 2017 and left the above information along with my direct contact information. 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.Frontier Specialist:                                              Telephone
Number: 844 320 4445

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. This complaint isn't even about my already terrible internet speeds.... this complaint is about my constant LOSS of service due to a faulty line or something somewhere. I'm fully aware my speeds are crap and I don't get 768kb anyways, I get 60-80k which is barely in the 10% range of what they say I'm provisioned for. But that's not what my complaint is about.Regards,
[redacted]

The Complaint states that:   Mr. [redacted] advises that he ordered his Frontier Internet Service in August of 2017. Mr. [redacted] advises that he reported slow speed in November 2017 and when a Frontier technician visited his home, he advised that the maximum the customer would receive is 1.9 mbps...

download speed. Mr. [redacted] advises that 1.9 mbps download is not fast enough for what his household needs, so he cancelled his service at that time. Frontier has investigated the above statements and offers the following response: Frontier advises that Mr. [redacted] subscribed to Broadband Lite with a maximum speed of a 1 mbps download speed. Frontier advises that Mr. [redacted] reported his service as slow in November 2017, after the internet had been connected to his home in August. The technician at that time confirmed that both the phone and internet were active at Mr. [redacted]’s house, and confirmed that he was connecting with a download of 1.9 mbps. This speed is faster than the speed that Mr. [redacted] was subscribed to. There was no evidence from the technician or in our records that either product had not been working.Frontier advises that we are sustaining all charges for services provided to Mr. [redacted] prior to his cancellation. Frontier advises that we spoke to Mr. [redacted] on March 6, 2018 to advise of the above.

The Complaint states that:
• After several request to have TV & Internet disconnected, the services are still working.
Frontier has investigated the above statements and offers the following response:
• Our records indicate Mr. [redacted] called on November 29, 2016 requesting to cancel...

services. He was provided an order confirmation number; however, services continued to work.
• On December 4, 2016, Mr. [redacted] called back to Frontier inquiring about his cancellation order. Representative identified the order failed, and submitted a request to have problem fixed.
• December 9, 2016 Frontier attempted to reach Mr. [redacted] regarding his concerns. We also successfully placed order [redacted] for disconnection of services dated for today, but made it effective November 29, 2016 so that he will not be charged after that date.
• In addition, we emailed Mr. [redacted] at [redacted] advising of resolution.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs. [redacted] has experienced because 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 did finally receive my gift card for Amazon and got my billing dispute resolved as well.  Thank you all for help in resolving this matter. 
Regards,
[redacted]

Thank you for referring the complaint of [redacted] our office for review. We appreciate bringing this matter being brought to our attention. The Complaint states that: [redacted] advises he was billed an early termination fee Frontier account and was advised it would be credited. ...

Frontier has investigated the above statements and offers the following response:Records show Mr. [redacted] was set up for auto renewal, which was scheduled on January 19, 2017. The notification was sent on monthly statements 90 days prior under the "Need to Know" section of the statement. Repair history shows trouble ticket [redacted] reported on March 17, 2017. The ticket was closed March 27, 2017 as closing ticket customer has pending port order.Records show service order [redacted] completed April 5, 2017 porting service to another provider.Records show on closing statement date May 1, 2017 previous balance $116.21, payments received thru 04/16/17 $116.21cr, balance forward $0.00, new charges $154.68. This includes pro rated disconnect charges and credits and an early termination fee of $200.00.Account research shows a credit of $200 was applied to the early termination fee on May 13, 2017. Records show the credit was denied. On June 29, 2017 a credit was applied to the account for the early termination fee of $200.00. This will reflect in one to two bill cycles. Should a credit balance remain on the account a refund check will be sent within 7-14 business days following. 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 apologize for any inconvenience that [redacted] has 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 find that this resolution is satisfactory to me. 
Regards,
[redacted]

Frontier has attempted to reach Ms. [redacted] to verify the refund of her deposit without success.  Frontier did leave our direct contact information with her voicemail/answering service.

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]

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

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.The amount I was told I'd be charged is $79.99.  Additionally, I think there response shows their incompetence.  They admitted I called to cancel on 1/8, but recognized they didn't actually cancel it.  I also called in February again.  This company should be fined for the pain and suffering they put their customers through.  They are dishonest, incompetent and border line criminal.
Regards,
[redacted]

Frontier has investigated the above statements and offers the following response: ·         Frontier has placed an adjustment on Ms. [redacted]’s account as a one-time courtesy. ·         Frontier advises the account in...

question now reflects a zero balance. ·         Frontier has contacted Ms. [redacted], ensured satisfaction, and provided direct contact information should she require further assistance. 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 rebuttal of [redacted] to our office for review. We appreciate [redacted] bringing this matter to our attention.   The Complaint states that:   Mr. [redacted] advises he has experienced poor service since Frontier took over in April 2016.  His plan was...

changed to the maximum plan without his consent which took away his employee discount and bundle pricing. Frontier has investigated the above statements and offers the following response: Frontier spoke to [redacted] on November 18, 2016, and advised that the grandfathered bundle pricing has been reinstated on his account and appear on his November 16, 2016. Credits for the missing discounts has been issued and will appear on his December 16, 2016, billing statement. Frontier has set a follow up to review Mr. [redacted]’s December bill to ensure it is correct. 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.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]

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 sincerely appreciate the Revdex.com's help in getting this long term issue resolved swiftly and completely!!!!!!
Regards,
[redacted]

Thank you for referring the rebuttal of [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention.   The Rebuttal states that: Mr. [redacted] advises that he had contacted Frontier in January 2018 to cancel his services; however, they were not canceled and he continued to be billed for services. Mr. [redacted] states he called again in February to cancel the services. Mr. [redacted] advises that he was billed for a full month of service even though he wanted to end his service earlier. Mr. [redacted] also states he was on a month to month contract; however, he was billed an early termination fee.Mr. [redacted] also states he was supposed to receive return boxes but has not received them yet. Frontier has investigated the above statements and offers the following response: Frontier advises that there are no records of a request to cancel the services in January 2018. Frontier advises that an order was placed on February 15, 2018 to disconnect the Frontier services and was completed on the last day of his billing cycle, March 12, 2018. Frontier advises that Mr. [redacted] had pre-paid his services and is eligible to continue receiving service though the end of his billing cycle. Frontier advises that Mr. [redacted] was on a 2-year term that began on August 1, 2017 to July 31, 2019. Frontier advises that this information is printed on every statement that was provided to Mr. Ringgold. Frontier advises that Mr. [redacted] was billed an early termination fee in the amount of $159.74 for canceling the service prior to the end of the term completion. Frontier advises that the return kits were ordered on March 28, 2018 and Mr. [redacted] should receive them within 7-10 business days.Frontier spoke with Mr. [redacted] on April 4, 2018 to review this information with him. Frontier stands by its original findings. 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.

Frontier has investigated the above statements and offers the following response:   A Frontier consultant reached out to Mr. [redacted] to resolve his internet concerns.Frontier found that Mr. [redacted] was provided the wrong information regarding connectivity issues he was experiencing.Frontier...

was able to assist in adjusting Mr. [redacted] setting and resolve his concerns.Frontier has issued courtesy credit of $10.00 to Mr. [redacted]’s account.In addition, Frontier has internally addressed the coaching opportunity related to this complaint.   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's position has not changed.

...

                 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 that Frontier billed him for equipment he has already returned. Mr. [redacted] advises he was charged after he terminated Frontier services. Frontier has investigated the above statements and offers the following response: Frontier has confirmed that Mr. [redacted] has returned the equipment to Frontier.Frontier advises that the order terminating Mr. [redacted]’s account posted one day after the bill cycle date in error resulting in an additional month of charges.Frontier advises that credit adjustments have been applied to Mr. [redacted]’s account and will be reported.  Frontier advises that the balance remaining on Mr. [redacted]’s account is a valid debt.Frontier spoke to Mr. [redacted] on May 4, 2018 to advise of the above information and provided contact information. 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.

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:   [redacted] was solicited by a Door to Door Salesperson for Verizon and was told that he had 14 days to try the service and...

if cancelled would not be charged an Early Termination Fee.   He states installed the service on 3/18/16 and cancelled on 3/30/16.   Frontier has investigated the above statements and offers the following response:   Frontier reached out to the customer and informed him that an adjustment of $299.79 had been applied to his account and the balance was only $18.74 that was due by 7/13/16. [redacted] was satisfied and stated okay to close the claim.   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.