Frontier Communications Corp.

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 he had requested new service from Frontier and was advised that there were no available ports at this time. Frontier has investigated the above statements and offers the following response:Frontier investigated the account and confirms that at this time there are no available ports to be able to provide internet service to Mr. Bowling’s location.Frontier spoke with Mr. [redacted] on February 15, 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 Ms. [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 was billed for services that she did not receive.  Ms. [redacted] would like this...

cleared up as soon as possible and to have her credit repaired as well. Frontier has investigated the above statements and offers the following response: Frontier has zeroed out the account balance that was for $233.98.  Frontier also has sent notification to the outside collection agencies to have this removed from Ms. Nunn’s credit report.Frontier spoke with Ms. [redacted] on March 19, 2018 and she is satisfied. 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] ported out his home telephone number and kept internet service and...

was charged an Early Termination Fee. Frontier has investigated the above statements and offers the following response: ·        Frontier has reviewed the account of Mr. [redacted] and finds that he was in a term with his phone service since 4/27/11. ·        This term was to last for 3 years. ·        Mr. [redacted] was advised in bill messages of Frontier’s Convenient Auto Renewal Policy as shown below. ·        As you agreed, your Frontier service includes a 1-year (or multi-year) term commitment with automatic renewal at then applicable pricing (excluding promotions) and an early termination fee of up to $400 depending on your bundle of service. Please call Frontier if you have questions about the applicable early termination fee. In addition, please call Frontier at least 30 days prior to your renewal date above if you wish to cancel your auto-renewal. As noted on page 2 of every bill, visit Frontier.com/terms, Frontier.com/tariffs or call Customer Service for other important service Terms, Conditions, and Policies. ·        Mr. [redacted] ported his number to another provider on 7/26/17 and upon doing so, an early termination fee did generate as Frontier did not hear from Mr. [redacted] as advised within the bill message. ·        Frontier continued to honor the monthly discounts to his phone service as a result. ·        Frontier as a courtesy has placed an adjustment in the amount of $200.00 that has brought his account to a zero balance. ·        Mr. [redacted] will see this adjustment on his 10/10/17 billing statement. 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.

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 has investigated the above statements and offers the following response:   Frontier advises when the billing was taken out of Mr. [redacted]’s name the account was closed down with only a balance for the Dish Network portion billed to the account. A new account was opened under...

Mr. [redacted]’s Name. This bill started in the middle of a billing cycle causing the statement to be higher than normal (1 month in advance with the days of service prior to the bill printing).A Frontier consultant has called and spoke to Ms. [redacted] and explained the above statements, ensured satisfaction, and provided direct contact information.  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 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

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.

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] signed up for service and was told her first bill would be $158.00 and it was much more. Frontier has investigated...

the above statements and offers the following response: Frontier advises that we investigated the call and found that Ms. [redacted] was quoted $158.00 for her first bill for services.Frontier advises that she will be paying $107.99 a month before taxes and surcharges going forward.Frontier has issued a credit for $62.74 to correct the overbilling.A Frontier Customer Service Representative called on May 27, 2016 and she is satisfied with the resolution. 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 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 [redacted] bringing this matter to our attention.   The Complaint states that:   Ms. [redacted] states has been reported to credit bureaus in error. Ms. [redacted] states in October when she is speaking to Frontier to cancel her service no balance is outstanding. Ms. [redacted] states she had not received a bill informing of final amount still due Frontier has investigated the above statements and offers the following response: Frontier has reviewed the account and advises on October 20, 2016 the order for disconnection dated for November 1, 2016 is placed, and the balance of the account was one hundred seventy-three dollars and seventy-six cents. The next billing cycle November 04, 2016 to December 03, 2016 has a balance coming forward of one hundred seventy-three dollars and sixty cents. The December4, 2016 to January 3, 2017 has the reversal of charges from the disconnection date requested and the remaining balance which is one hundred sixty-eight dollars and seventy-six cents.Frontier states that it will advise the credit bureaus that the account is now paid in full. Frontier advises after reviewing our records we show that the address on the billing prior to disconnection was the same address while the account was active and the billing being paid. Frontier has not found any record of the billing returned, or undeliverable.Frontier has made several attempts to reach [redacted]; however, Frontier has been unsuccessful in speaking with [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.

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 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 Mr. [redacted] bringing this matter to our attention.   The complaint states that:                    . Mr. [redacted]...

states that after agreeing to a 2 year contract his bill went up $4.00   Frontier has investigated the above statements and offers the following response:                       . Frontier spoke with Mr. [redacted] and educated him on a billing error that caused his bill to go up $4.00.                     . Frontier also educated Mr. [redacted] regarding credits being placed for the billing error once error is resolved.                    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.

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.
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 complaint of [redacted] to our office for review. We appreciate Ms. [redacted] bringing this matter to our attention. The Complaint states that: Ms. [redacted] ordered internet and phone service with unlimited nationwide calling for $79.99 for 2 year promotional rate.  She...

asked to purchase the modem for a one-time fee of $49.99.The first bill was $424.71. Ms. [redacted] contacted contacted Frontier on March 24th and was assured by customer service representative that a credit request had been placed and she would call Ms. [redacted] back.  Ms. [redacted] states that no one called her back.  On March 27th Ms. [redacted] called back and was advised that  credit request was applied to the bill and would reflect within 5-days.  After 5-days Ms. [redacted] checked her balance and was showing $315.96 with a partial credit.Ms. [redacted] states that she was advised to pay $211.78 for 1.5 months service and included the $49.99 cost of the modem.Ms. [redacted] called again on April 5th she received a new bill with $323.83 so she called Frontier again and was told that the credits had not been applied and the cost of the modem was $149.99Frontier has investigated the above statements and offers the following response: We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Click here to enter text. has experienced as a result of the above matter.   Frontier Specialist: Rebecca N[redacted]          Department: Executive Consumer  Relations

Thank you for referring the complaint of *** *** to our office for review. We appreciate him bringing this...

matter to our attention.   The Complaint states that:   Mr. *** states Frontier deducted $110 from his bank account and his February 20, 2018 bill was $55. Frontier has investigated the above statements and offers the following response:            Frontier’s investigation found that two payments for $55 each were made on Mr. ***’s account for the February 20, 2018 invoice.Frontier advises that two auto payment methods were created on Mr. ***’s account causing two payments to generate.A Frontier representative assisted Mr. *** to cancel one of the auto payments from his Frontier on line bill payment account.A Frontier representative spoke with Mr. *** on April 6, 2018 to advise and he is satisfied with the resolution. We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Ms. *** has 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

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.

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.