Frontier Communications Corp.

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]

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Deborah Shuker
I have to once again claim the obvious. Their main argument is that internet speeds vary due to their listed factors. If that is the case, then why do they sell the various speeds?  Why was I encouraged to go to a higher speed of 100/100 by a customer service rep that was researching a better plan for me? And, if I would have agreed to it, they would have charged me an additional $10 per month?  If I couldn’t get the 50/50 speed and would have gone to the 100/100 speed, I wouldn’t ha e even been close to that if the factors they state were affecting my initial speed. To me, that’s fraud. Secondly, every time I called in, the techs told me to use their frontier speed test, only to find out that at the end, they didn’t use that test when the techs came to my house.  They used an outside speed test that almost gave the correct speeds,  but the frontier site still did not.  The techs that finally came to my house, were very professional and friendly.  It only took over a month to warrant a house call by frontier techs ( which I originally asked for) and not contractors.  As far as a one-time credit of $50; is a joke.  The amount of hours and days I spent trying to find a quick solution, was constantly met with bad customer service and road blocks.  It should never have taken over a month to rectify the problem.  And, again, how lucky my had I not been receiving the product for which I was paying? Minimally, I should be credited a full month of total service.  I know the second statement can’t and won’t be part of this but frontier should consider handling a customer, like myself, that had over 25 calls into them to rectify this sole question, when a customer service notices this or it is pointed out, should refer the problem to a supervisor.  A designated supervisor should be assigned that customer and stays with that customer till the problem is solved.  That way your customer has one person to contact and that one persons phone number. The customer wouldn’t have to repeat the story every photo me call and go through all the pains of being transferred to phone lines to only wait again  those supervisors would be rated on how happy your customers ended up. That would for sure cut down on unhappy people. You need to make sure your customer service people, your techs on the phone, your techs in the field, and most of all your contract techs are all on the same page. You are wasting money on your contract techs instead of investing money in customer service.

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

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] signed up for phone and Internet service and was promised a $100 Visa Gift Card.   ...

Frontier has investigated the above statements and offers the following response:   Frontier has a promotion for a $100 Visa Gift Card that comes with a one year commitment and a $100 early termination fee.Mr. [redacted] cancelled his service and would no longer be eligible to receive the gift card.  If the card was already issued and he disconnected he would be subject to the term penalty.Frontier found that Mr. [redacted] was charged $45.15 for phone hook up and was not charged for Internet installation.As a courtesy Frontier issued credit back for the $45.15 on February 22, 2017Mr. [redacted]’s bill cycle is on the 1st of the month and is billed from the first to the 28th.  Since his service was disconnected on February 16, 2017 he will be credited back for overcharges as well as the additional $45.15 on the statement dated March 1, 2017.  After this statement he will receive a refund debit card from Citibank.  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 Mr. [redacted] bringing this matter to our attention.   The Complaint states that:   Mr. [redacted] advises he downgraded his service and was quoted $94.99 for the bundle of Custom Essentials...

and Custom Sports TV, FIOS internet 50/50 and unlimited telephone service. However he received a bill of $240.35. He has called several times to get corrected with no success. Frontier has investigated the above statements and offers the following response:   Frontier advised due to a system issue the bundle discounts did not appear on Mr. [redacted]’s November 13, 2016 billing statement. The discounts have been posted to Mr. [redacted]’s account and will appear on his December 13, 2016, billing statement. Frontier has issued credit for the missing discounts. Frontier will review Mr. [redacted]’s December 13, 2016, billing statement to ensure accuracy. 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:   Ms. [redacted] states that her service was installed on September 2017 and she had issues with the service which did not allow her to access [redacted] account. Ms. [redacted] states she contact Frontier tech support who advised that the issues was with the site blocking her. Ms. [redacted] disconnected her service and would like the Early Termination fee waived and the amount that she paid.   Frontier has investigated the above statements and offers the following response:Frontier review the account and we show that the internet service was working and the customer was able to access the internet.Frontier advise if there are any site that are not able to be access Frontier can only attempt to assist with our tech support.Frontier advise that we bill 30 days in advance when an account is disconnected it is billed until the end of the terms.Frontier early termination fee is to guarantee the bundle rate   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 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.

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.

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.

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] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention. The Complaint states that: •                     Mr....

[redacted] stated that Frontier submitted his transfer order incorrectly.   •                     Mr. [redacted] stated that he switched to a different provider and cancelled his Frontier service. •                     Mr. [redacted] stated that a Frontier technician showed up to his house and disconnected his newly installed service. •                     Mr. [redacted] is asking for compensation for removing his property and for internet outage.  Frontier has investigated the above statements and offers the following response: •               Frontier records confirm that the order to transfer Mr. [redacted]’s service was programmed remotely without a tech going to the home. This order was closed as completed on August 24th, 2017.   •               Mr. [redacted] spoke to a Frontier agent on August 24th, 2017 and was advised the order was done incorrectly. This agent then wrote a trouble ticket to send a field technician to the home and complete the transfer order properly. This ticket was scheduled for August 27th, 2017. •               On August 25th, 2017 Mr. [redacted] called Frontier to schedule the disconnection of his services. This order completed on September 1st, 2017. •               The Frontier technician was dispatched to the home on August 27th, 2017 without the knowledge that Mr. [redacted] had cancelled his Frontier service and switched providers. The technician installed the Frontier internet and removed the newly installed service. This was an error that has been corrected and Mr. [redacted] currently has no active Frontier service. •               Frontier has issued adjustments on Mr. [redacted]’s account for the inconvenience. The credits total $96.89. This amount will be refunded in the next 30-60 days. 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:  Customer has had no caller id on TV since 05/06/16.  Frontier has investigated the above statements and...

offers the following response: ·        Frontier dispatched a tech to the site on July 03, was able to get caller id on both the HD boxes. Worked further with network technicians who rebuilt customer information, the customer was educated the standard set top is not capable of caller id on TV. The customer was provided an inconvenience credit of $25.00. The customer is satisfied and has been provide my direct contact information for future issues. 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. 
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:   Customer stating that he was not satisfied with the outcome of his original Revdex.com complaint about the upgrade of internet services to Ultimate and there being a $15.00 credit to his account every month.   Frontier has investigated the above statements and offers the following response:   Frontiers review of the account and listening to the calls that were placed from the customer the customer agreed to a monthly charge of 76.00 not including taxes and surcharges for the monthly rate with the upgrade to the customer. Afterreview of the billing it is shown that the customer’s monthly billing isactually 70.98 per month not including taxes and surcharges. I contactedthe customer to state to him that there will be no changes to hisaccount and that he was actually receiving services at a cheaper ratethan what he was quoted. He did request for a credit on the account fortime out of services on 9/01/2016-9/15/2016 with the internet servicesand I did agree to apply the credit in the amount of 20.00 for the timeout of services. No further action is needed at this time and I amclosing the Revdex.com rebuttal..   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. 
Regards,
[redacted]'[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] requested that her business telephone number be changed to a Residential line. Ms. [redacted]’s business line was not changed to a residential line and as a result was continued to be billed business rates. Ms. [redacted]’s service was disconnected for non-payment and required a new service order with assignment of a temporary number. Ms. [redacted] did not request internet service with her new service order. Ms. [redacted] was given a temporary number and told it would take 45 days to change the number to her previous phone number. Frontier has investigated the above statements and offers the following response: On May 30, 2017 Ms. [redacted] requested that her business line be changed to a residential line, but the order was not processed.Ms. [redacted] continued to be billed business rates through November 2017.On November 13, 2017, Ms. [redacted]’s business line was disconnected for non-payment requiring a new order to be placed for service. On December 5, 2017, an order was placed to restore service on a temporary phone number.Ms. [redacted] was told it would take 45 days to change her telephone number. Call review confirmed that Ms. [redacted]’s daughter was advised phone and internet would be on the new order with a modem arriving within 5-7 business days.On January 9, 2018, Ms. [redacted]’s temporary telephone number was changed to her business telephone number.Frontier has issued credit to Ms. [redacted]’s account for the business over charges.  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 stands by its explanation of straightforward billing on this account and offers an example for the customer. The only thing that changed is that a $20 promotion ended on 5/28/16.

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] states that Frontier billed him for service he never received and he is due a credit of $300.00. He stated he...

contacted Frontier several times with no result. Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and found that the installation order was completed in error. Frontier credited $417.49 to the account, which cleared the balance to zero and and created a credit balance of $117.00. Frontier spoke to Mr. [redacted] and advised him the account is at a zero balance and we are processing a deposit-related refund of $117.00.     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:   Ms. [redacted] advises that she never received service from Frontier, however she is being billed. Ms. [redacted] advises that despite multiple attempts with Frontier Customer Service she has not been able to resolve this issue.   Frontier has investigated the...

above statements and offers the following response:   Frontier advises that after investigating the installation in question, Frontier has issued a credit to Ms. [redacted]’s account, leaving her with a zero balance. Frontier spoke to Ms. [redacted] on August 1, 2017 and advised of the above.