Frontier Communications Corp.

Thank you for referring the case of [redacted] to our office for review.  We appreciate you bringing this matter to our attention. Ms. [redacted] states she has been experiencing slow internet speeds for some time and would to have this repaired and also compensated.  Ms. [redacted]...

states that she has 2 phone lines, and would like to have her TN####-###-#### to show as her mainline on her monthly bill statement.   --Frontier records indicate 2 trouble tickets in the past 6 months reported.  One in March tested the line fine to the outside of the house and the one reported in April, tech was dispatched and there was no power to the house.  --Current ticket is open pending more testing and research and our tech support will follow up with Ms. [redacted] upon her return from vacation. --On April 4, 2017 I see a service order request to switch Ms. [redacted]’s telephone numbers on the account for billing purposes.  Please allow 30-60 days for this to take effect. --I do apologize Frontier only issues credit for out of service only, which has to be reported by reported by a trouble tickets.   We trust that this information will assist the Revdex.com in closing this complaint. Frontier Communications

The Complaint states that: •             Mr. [redacted] states he has been without service since April 19, 2016. Frontier has investigated the above statements and offers the following response: ...

•             Frontier has contacted Mr. [redacted] and confirmed that all services are properly functioning. Frontier has issued a service credit of $98.58 on his account due to the outage and missed commitment on the repair ticket.

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 father’s telephone service should have been a discounted vacation service but it never was established.The...

monthly service continued to bill at the regular rate and she would like credit for the price difference. Frontier has investigated the above statements and offers the following response: Frontier advises that Ms. [redacted] received credit totaling $125.22 on 3/28/17 that reflected on the 4/13/17 billing statement.The remaining credit reflected on the 12/13/17 billing statement resulting in a credit balance of $49.81.  Please allow 1-2 billing cycles to receive the refund.       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.

The Complaint states that:   Ms. [redacted] advises that she has been out of phone service for 14 days.   Frontier has investigated the above statements and offers the following response:   Frontier advises that a technician repaired Ms. [redacted]’s service on June 19, 2017.Frontier...

advises that time out of service credit was issued on June 19, 2017. Frontier advises that despite our best efforts we were unable to reach Ms. [redacted].   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 CommunicationsThank
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] states he was offered
internet for 29.99 locked in for 3 years.Mr. [redacted]...

would like to have the
credit to bring the service in line with this price re-instated.Frontier
has investigated the above statements and offers the following response:Frontier review of the account shows there was an additional $5.00 credit on the account until April 23, 2017.This credit was for setting up auto pay on the account through Frontier not a third party.The autopay was not completed, consequently the credit was removed. Frontier will provide credit in the form of a monthly credit.Message was left for Mr. [redacted] concerning this.He responded back that he would like the changes I have proposed to reinstate him to the previous discount made.Customer is pleased with the outcome. We
trust that this information will assist you in closing this complaint.  We apologize for any inconvenience  [redacted] McClure
has experienced as a result of the above matter.Frontier Specialist: Mike
M[redacted]                           Department:
Customer Relations

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.

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.

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 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 his Internet service has been out of service since January 24, 2018 and was told he will have to wait until January 30, 2018 for a Frontier repair technician.  Frontier has investigated the above statements and offers the following response: Frontier has investigated Mr. [redacted]’s account and a technician was dispatched on January 27, 2018 and confirmed the Internet is working.Frontier advises that a credit adjustment has been applied to Mr. [redacted]’s account for the days out of service which will appear on the February 25, 2018 bill statement.Frontier attempted to reach Mr. [redacted] to advise of the above but was unsuccessful.  Frontier communicated via phone message and email to advise of the above 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.

Mr. [redacted]'s account has been corrected.  Per Frontier Agent on 11/11/2016, the difference in the price billed comes from one promo being changed on the cust account causing the rest of the promos and credit to jump to $253.00. On 11/11/16 the agent changed everything over to Frontier and...

got the customer back to $88.00 a month with the Frontier Ttriple Play. Adjustments totaling $159.46 were applied to the account.  Case closed.

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 think that Frontier should be able to bill customers for a third party charge without prior approval from the customer.I will accept the final settlement of the billing but would like to see this problem solved for future customers of Frontier.
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 her internet service was not working for most of July 2017, August 2017, and September...

2017.    Ms. [redacted] advises that she has a billing discrepancy with Frontier and was being billed after cancellation of services. Frontier has investigated the above statements and offers the following response: Frontier advises that the only recent call that the customer made to report problems with the service was on September 4, 2017, and then Ms. [redacted] requested cancellation of the service on September 9, 2017.  Frontier advises that prior to the cancellation of her services, Ms. [redacted] was billed her regular monthly rate of $34.99, for September 2017.  Frontier gave her a partial month credit of $9.00, and the customer paid the remaining $25.99 as instructed.Frontier advises that for the month of October 2017, Ms. [redacted] was billed a $9.99 cancellation fee for the internet and charged back $3.50 for a previous discount, for a total of $13.49. Frontier spoke with Ms. [redacted] on October 30, 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 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.

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 [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 has had problems with his Frontier internet service since June 6, 2017.  Mr....

[redacted] advises that multiple repair tickets have been set up, but each time a ticket gets issued, it gets cancelled once the service problem has been fixed in the area. Mr. [redacted] advises that his internet service needs to be fixed at a time that’s convenient for him and that a credit be issued to his account for the amount of time in which his internet service was not working.  Frontier has investigated the above statements and offers the following response: Frontier advises that a technician was sent to Mr. [redacted]’s home on June 21, 2017 and was able to restore the internet service.  The customer sent an email to Frontier on that same date, confirming that the technician came out to repair the internet service.  Frontier advises that on June 22, 2017, a credit in the amount of $16.02 was issued to the customer’s account to compensate him for the number of days that he was without internet service.  In addition, a $25.00 credit had already been issued and applied to his current bill, dated June 16, 2017.   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.

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 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

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] advised Frontier his internet service never worked to his satisfaction.   Frontier...

has investigated the above statements and offers the following response:   Frontier investigated Mr. [redacted]’s complaint and since service was already disconnected agreed to credit back charges for the time customer was billed due to intermittent service.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 [redacted] to our office for review. We appreciate [redacted] bringing this matter to our attention.   The Complaint states that:  Ms. [redacted] advises she was charged for an internet upgrade by Frontier that she never received or...

requested.Ms. [redacted] advises she was charged a termination fee, however, no services were cancelled. Frontier has investigated the above statements and offers the following response: Frontier advises an investigation of the account shows Ms. [redacted] was charged for an upgrade due to a service order error. Ms. [redacted]’s account has been returned to their regular services.Frontier advises credits totaling $110.62 have been applied to Ms. [redacted]’s account for the early termination fee and upgrade charges.Frontier has contacted Ms. [redacted] and advised of thee above statement. Ms. [redacted] is satisfied with this 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.

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.