Frontier Communications Corp.

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.

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 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] 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 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 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.

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 agree with Frontier: I made multiple calls to them regarding my services starting the 15th of March when they took over from Verizon. And on  one occasion wrote down the name of the agent answering one of my many calls. As stated previously, her name was Janice and she gave me this confirmation number - [redacted]. She had promised then that all my services will be back on before the end of April. Nothing was done by Frontier communications. I had issue after issue and simply became tired of calling Frontier for repairs. So I waited for my contract to be over making it possible for me to end the services I had with Frontier. Frontier owe me for billing me for full services while providing me with partial services. Again, I spoke with Tanisha frontier's agent on the 5th who assured me I would not be charge for that day because they are finalizing the cancellation at their end. She gave me conformation number [redacted]. I got my services installed by a new carrier on the 5th of October. I do not owe any money to Frontier Communications. They owe me and a correction to my credit report.
Regards,
[redacted]

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

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 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.

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.

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

Tell us why here Thank you for referring the complaint of [redacted] to our office for review. We appreciate [redacted] Walker bringing this matter to our attention. The Complaint states that:  [redacted] states he has an incorrect final balance on his closed account with Frontier. ...

  Frontier has investigated the above statements and offers the following response: Frontier advises it was unable to find the account with the disputed amount stated on the complaint.  Frontier has made several attempts to reach [redacted]; however, Frontier has been unsuccessful in speaking with him. 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.  ...

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.

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.

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.

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.

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 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.

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 is being billing to the end of his bill cycle, even though he requested to close account. Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr. [redacted] and advises that prior to termination, Mr. [redacted] was billed (and thus incurred charges) through the end of his billing cycle.  Mr. [redacted] is eligible to continue receiving Frontier services through the end of that billing cycle.  Frontier explained Courtesy adjustment issued and Frontier has set follow up to ensure final bill accuracy. Frontier spoke with Mr. [redacted] and advised him 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.