Frontier Communications Corp.

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.

Revdex.com:We received the August bill on 8/17/16 reflecting the 100.00 credit and will watch for the September bill reflecting the 364.32 credit Frontier applied 8/16/16 to our account according to their response to you.  Thank you for your help with resolving this issue. 
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]

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 on May 30, 2017 he called Frontier to request a disconnection of service effective June 30, 2017.   Mr. [redacted] states that he continues to get billed for the terminated services.    Frontier has investigated the above statements and offers the following response:   On May 25, 2017 Mr. [redacted] requested that his services be disconnected effective July 1, 2017.On July 3, 2017, Mr [redacted] contacted Frontier to advise that his Frontier service was still working.  After reviewing his account, it was found that due to a system issue, the disconnect order did not get processed on May 25th. On July 3rd, a disconnect order was placed with an effective date of June 30th.  On June 10th, prior to Mr. [redacted]’s disconnect date of June 30th, his monthly bill was generated as Frontier services are billed one month in advance.On July 10th, a final bill was generated reflecting credit for services not rendered July 1st through July 9th.  Subsequently, the balance for $34.48 was for services rendered from June 10th through June 30th, plus a Frontier Broadband Processing fee as it relates to Frontier’s terms of service.    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: Carla P[redacted]                        Department: Customer 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.  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 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 was informed by Frontier that his final balance would be $129.73, as of the cancellation date of January 1, 2018.  He also advises that he was erroneously billed $63.16 for the January 2, 2018 billing cycle. Mr. [redacted] advises that his credit card was auto-debited in the amount of $150.06 and is expecting a refund of $20.33 that he overpaid in December 2017.  He also advises that he will not pay the $63.16 that was billed in January 2018. Frontier has investigated the above statements and offers the following response: Frontier advises that the $20.33 credit that was applied to the customer’s account is reflected on the January 2, 2018 statement. Frontier advises that the $63.16 balance on the January 2, 2018 statement is a result of some previous promotional discounts that were charged back to the customer’s account in error.  Frontier also advises that a credit was issued for all charges that were billed on the January 2, 2018 statement, and Mr. [redacted] now has a credit balance of $19.62 that will be refunded back to him. Frontier spoke with Mr. [redacted] on January 9, 2017 and advised him of the above statements.     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.

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 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.

Frontier has investigated the above statements and offers the following response:  Frontier advises that an adjustment for the documented time out of service has been applied to the final balance. Frontier advises that an adjustment for the early termination fee was previously issued...

based on the account connect date.Mr.[redacted] made the payment for the remaining final balance. Frontier advises that report will be updated to reflect that debt has been paid in full.Frontier advises that any changes or updates in credit reporting with the credit bureau may take up to 60 days to reflect. Frontier spoke with Mr. [redacted] in regards to the above. Mr. [redacted] presented no further questions or concerns.  We regret any inconvenience that [redacted] may have experienced as a result of the above matter.

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.

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 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.

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.

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.  Please add this message to my reply of today to Frontier Communications response regarding Complaint ID: [redacted].I do not accept the response from Frontier Communications to my complaint due to the following reasons:1) As I stated in my complaint on April 15, 2016 a Frontier supervisor never told me that going forward the plan would only cover 50 minutes of calls to Mexico. Moreover, after April 15, 2016, other Frontier supervisors or customer service representatives never told me that going forward the plan would only cover 50 minutes of calls to Mexico. I did not decline to remove the plan at that time.2) On November 3, 2016 the Frontier supervisor was very rude to me and intentionally hung up on and did not put me on hold and in lieu the Frontier supervisor intentionally disconnected me without telling me that the plan was going to be disconnected. 3) After November 3, 2016, I made a call to Mexico because I thought that the plan had not been disconnected.4) For the aforementioned reasons the charges are not valid and Frontier should bill me the $4.99 fee for the month of November for the International long distance plan to Mexico.5) The $.75 charge credited back to my account proves that Frontier overbills their customers often.Thank you for your time and attention to this matter.   Very Truly Yours,[redacted] 
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.

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]

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.

Tell us why here... 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 she was not informed of potential repair fees by...

Frontier to repair her service.  Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account it our records indicate on July 5, 2018 a Frontier technician repaired service inside the home. Frontier advises that when a repair is done in the home to wiring and jacks the fee is applicable.Frontier advises it has adjusted the account as a courtesy for Ms. [redacted]’s inconvenience. Frontier advised it has spoken with [redacted] on August 17, 2017, and advised her of applicable charges.  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 [redacted] bringing this matter to our attention.                  The Complaint states that: Mr....

[redacted] advises he has been billed for internet services from Frontier, in which, he never received or requested. Frontier has investigated the above statements and offers the following response: Frontier advises an account was opened for Mr. [redacted] as a conversion error. Frontier the account has been closed and credits totaling $291.47 have been applied, leaving Mr. [redacted]’s account at a $0.00 balance. Frontier has contacted Mr. [redacted] and advised of the above statements. Mr. [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] 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