Frontier Communications Corp.

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

Mr. [redacted] submitted further feedback stating that he would like to be released from his contract due to the mis-information given.  In this instance, Frontier has agreed to waive Mr. [redacted]'s termination fee for the current pricing agreement that has been applied to the account.

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: Account billed regular price after requesting to add Stay Connected Season Service. $200.20 credit was denied. Frontier...

has investigated the above statements and offers the following response: March 22, 2017, Frontier Communications spoke with Mrs. [redacted] acknowledging her concerns.As a courtesy, we honored the $200.20 credit; which has been approved.  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.

Per Frontier records, the initial billing statement billed one month in advance plus days used from 12/27/16 - 01/01/17.  It billed a connection fee of $46 plus $276.95(full month with no discounts) plus $55.40(days used) - $10 credit which made the total bill $408.43.  Mr. [redacted]'s current statement gave credit for missing bundle discounts, a missed appointment credit, days used credit as of the disconnect date plus his payment made of $116.98.  Total amount of current statement is $156.72.   A Frontier agent spoke to Mr. [redacted] and agreed to adjust the remaining balance of $156.72.  Account now has a $0 balance.  Mr. [redacted] was advised that it would take 1-2 bill cycles for him to see the adjustment applied to the final balance.  Mr. [redacted] understands and is satisfied with the resolution. 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.
Regards,
[redacted]
First of all I want to thank Ms. [redacted] for her response but per our conversation last Feb. 15, she said that she will mail me the statement explaining why I got only $15.13 credit but as of today I haven't received said statement. I will close this complain if I will receive the credit of $41.30 that she said that was posted Feb. 15 or any communication that is saying that they will be sending me said credit. As of this time also, I haven't received the pre-paid box they said that they will send me so I can mail their modem. Regards.[redacted]

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

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 had signed up for Frontier Internet and Direct TV for $91.98 per month; however, he...

received a statement for $246.78 for Frontier telephone and Internet service and a separate bill from Direct TV for $79.99. Mr. [redacted] states that he did not request the telephone services.  Frontier has investigated the above statements and offers the following response:Frontier advises that Frontier does not bundle with Direct TV, so Mr. [redacted] will receive a separate statement for his Direct TV services. Frontier advises that an order was placed on August 8, 2017 to remove the telephone service from Mr. [redacted]’s account. Mr. [redacted] is being billed $29.99 per month for his Internet only service from Frontier for one year. Frontier advises that an adjustment in the amount of $157.55 has been applied to Mr. [redacted]’s account.Frontier spoke with Mr. [redacted] on September 18, 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 her bringing this matter to our attention.   The Complaint states that: Ms. [redacted] advises that she was charged for two online payments which resulted in four overdraft fees of $35.00 each. Ms. [redacted] would like Frontier to reimburse her for the overdraft fees. Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms. [redacted] on October 17, 2017 and advised two payments were made on August 28, 2017 online in the amount of $240.33 each with two different authorization numbers. Frontier advised we have issued a compromise credit to her account in the amount of $70.00 for two of the overdraft fees, Ms. [redacted] accepts.   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 Mr. [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention.   The Complaint states that: Mr. [redacted] advises he was billed on a closed account. Frontier has investigated the above statements and offers the...

following response: Frontier spoke to Mr. [redacted] on February 14, 2018 and explained that the Frontier account has been credited in full, and the outside collection agency will be automatically notified of the Credit adjustment. 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 Ms. [redacted] bringing this matter to our attention. The Complaint states that: Ms. [redacted] wants Frontier to replace her television set top box because the one she has is malfunctioning. She...

contacted Frontier’s technical support department but was unable to get a resolution. Frontier has investigated the above statements and offers the following response: Frontier contacted Ms. [redacted] on April 11, 2016 and placed an order to ship a replacement set top box to her residence. She was pleased with the response. 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's position has not changed.

Closeout Comments: Customer is pleased with her service and the billing explanation. I was able to get her voice service working. Errors were corrected but the customer has no had service since 12/30/16. Corrected error and made a test call to the customer and things are working great. Issued a...

one month credit for 30.00 for not having voice. Spoke with the customer and explained that she did get the credit she thought she was missing. Call center issued the credit but it did not apply to the account until the bill generated. I issued a credit for that and set her up in a new bundle.

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.

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 he has billing discrepancy.   Frontier has investigated the above statements and offers the...

following response:   Frontier spoke to Mr. [redacted] on December 13, 2017 and explained adjustment made to correct missing promotion. Frontier explained that the credit will reflect on the billing statement in one to two billing cycles. Frontier has set follow up to ensure bill accuracy. 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: ·         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.

Frontier CommunicationsThank 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] states that he was double billed for items on his bill that he states he was told were corrected by...

Frontier Customer Service Representative (CSR) on June 6, 2016.Mr. [redacted] states he was told that HBO would be free and billing corrections would appear on his next bill.Mr. [redacted] states that he was advised to pay the balance in full while waiting for credits to apply or he would be charged a late fee.Mr. [redacted] states that when his next bill arrived his charges were $10.00 more and he was charged for HBO.Mr. [redacted] states that when he called back the CSR agreed he was double charged and asked him for his date of birth and the last 4-digits of his Social Security number which he states was unacceptable to him.Mr. [redacted] states that when he told the 2nd CRS he would not pay the extra charges, he was told that he would be billed a late fee.Frontier has investigated the above
statements and offers the following response:Account review shows that Mr. [redacted] was never double billed.When CSR added HBO, billing system charged him his full month’s charges as well as prorated charges since this was added in the middle of his billing cycle and Frontier bills in advance, he was charged for the partial period of June 5, 2016 - June 24, 2016 and regular month’s charges for June 25, 2016 – July 24, 2016.Mr. [redacted] didn’t qualify for the free HBO for 6-months as an existing HBO customer, he was misquoted in that so credit was denied at the supervisor level and the CSR should have contacted him back to discuss with him.Frontier normally doesn’t honor misquotes, however, due to the poor customer experience Mr. [redacted] has had, Frontier has completed a one-time credit in the amount of $79.96 for the remaining 4-months of the misquote.The charge will continue to be assessed each month for the regular price of $19.99.Frontier policy has always been to pay any balance in full while awaiting credits to apply as they can take 1-2 bill cycles to credit to an account depending on when they are applied.When credits are applied close to a billing cycle date it can take longer to reflect on the bill.Mr. [redacted] was advised correctly.Mr. [redacted] July bill wasn’t more it had credit for 2 months of HBO $-39.98 and billed again for HBO for normal monthly charges because again, he didn’t qualify for the free HBO for 6 mos. so he was misquoted again when the CSR told him he had been double billed.When Mr. [redacted] was asked for his date of birth and last 4-digits of his Social Security number, this was correct procedure to verify who a CSR is speaking to.If the first CSR didn’t verify this with him, it was incorrect procedure.Frontier is working with previous CSR’s supervisors to provide additional training so this can be avoided in the future.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: Rebecca
Niederstadt          Department: Executive
Consumer Email:
[email protected]                                                Relations

The Complaint states that:   Mr. [redacted] is disputing the quoted early termination fee that he was advised of when he cancelled service on October 16, 2016.   Frontier has investigated the above statements and offers the following response:   Frontier spoke with Mr. [redacted] to advise the...

early termination fee will be waived on his account. Frontier has apologized for any inconvenience he 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.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]

Thank you for referring the rebuttal of [redacted] to our office for review. We appreciate Ms. [redacted] bringing this matter to our attention. The Complaint states that: Ms. [redacted] has asked that she be assured that there is no outstanding balance with Frontier. She would also like to make sure that there is no disconnection fee charged to her.  Frontier has investigated the above statements and offers the following response:Frontier advises that there was a credit issued of $110.82 to zero out the account. There is no balance owed to Frontier by Ms. [redacted]. Frontier also states that the account did not go to collections. Frontier states that there was no disconnection fee charge to Ms. [redacted].  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 Ms. [redacted] bringing this matter to our attention.   The Complaint states that:   Ms. [redacted] advises that she cancelled her Frontier TV, internet, and home phone services in October 2016, but...

when she had her credit report run in April 2017, it showed a $54.00 charge from Frontier. Ms. [redacted] advises that she was told by Frontier on April 8, 2017 that a letter would be sent to her to confirm that she her balance was paid in full. Ms. [redacted] advises that she wants her credit report updated and would like an email from Frontier stating that she does not have a $54.00 balance.     Frontier has investigated the above statements and offers the following response: Frontier advises that as of December, 7, 2017, Ms. [redacted] had a final unpaid balance of $193.57.  She made a payment of $138.85 on February 27, 2017, which brought her balance down to $54.72.  Frontier then credited her the remaining $54.72 balance on April 8, 2017, to zero out her account.Frontier spoke with Ms. [redacted] on April 21, 2017, and advised her that a Paid in Full letter will be sent to her from the department at Frontier that handles final accounts. This letter will confirm that her account has been paid in full and that her credit report will be updated accordingly.   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.