Frontier Communications Corp.

...

                 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 Frontier billed him for equipment he has already returned. Mr. [redacted] advises he was charged after he terminated Frontier services. Frontier has investigated the above statements and offers the following response: Frontier has confirmed that Mr. [redacted] has returned the equipment to Frontier.Frontier advises that the order terminating Mr. [redacted]’s account posted one day after the bill cycle date in error resulting in an additional month of charges.Frontier advises that credit adjustments have been applied to Mr. [redacted]’s account and will be reported.  Frontier advises that the balance remaining on Mr. [redacted]’s account is a valid debt.Frontier spoke to Mr. [redacted] on May 4, 2018 to advise of the above information and provided contact information. We trust that this information will assist you in closing this complaint.  We regret any inconvenience that Mr. [redacted] may have experienced as a result of the above matter.

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 had contacted Frontier in January 2018 to cancel his services; however, they were not canceled and he continued to be billed for services. Mr. [redacted] states he called again in February to cancel the services. Mr. [redacted] advises that he was billed for a full month of service even though he wanted to end his service earlier. Mr. [redacted] also states he was on a month to month contract; however, he was billed an early termination fee.Mr. [redacted] also states he was supposed to receive return boxes but has not received them yet. Frontier has investigated the above statements and offers the following response: Frontier advises that there are no records of a request to cancel the services in January 2018. Frontier advises that an order was placed on February 15, 2018 to disconnect the Frontier services and was completed on the last day of his billing cycle, March 12, 2018. Frontier advises that Mr. [redacted] had pre-paid his services and is eligible to continue receiving service though the end of his billing cycle. Frontier advises that Mr. [redacted] was on a 2-year term that began on August 1, 2017 to July 31, 2019. Frontier advises that this information is printed on every statement that was provided to Mr. Ringgold. Frontier advises that Mr. [redacted] was billed an early termination fee in the amount of $159.74 for canceling the service prior to the end of the term completion. Frontier advises that the return kits were ordered on March 28, 2018 and Mr. [redacted] should receive them within 7-10 business days.Frontier spoke with Mr. [redacted] on April 4, 2018 to review this information with him. Frontier stands by its original findings. 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: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 [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.

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.

Frontier has investigated the above statements and offers the following response:   Ms. [redacted] initially established the Simply Core Satellite Internet on June 10, 2015. The product was upgraded to the Simply Core Plus on June 11, 2015 Frontier policy states that a customer can make changes...

within 30 days of term date without penalty. Ms. [redacted] request to discontinue the Simply Core Plus Satellite effective May 23, 2017. The Early Termination Fee will not apply. At this time the balance is in the amount of $170.09 which also includes billing for Dish. Frontier’s refund policy is to issue a repaid card 90 days from the date of service disconnection or termination.  This time period is required to ensure all outstanding charges or credits are posted to the closed account.  Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.Frontier has been unsuccessful in reaching Ms. [redacted] however a detailed message was left with contact information.   We regret any inconvenience that Ms. [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 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.

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.

The Complaint states that:
• After several request to have TV & Internet disconnected, the services are still working.
Frontier has investigated the above statements and offers the following response:
• Our records indicate Mr. [redacted] called on November 29, 2016 requesting to cancel...

services. He was provided an order confirmation number; however, services continued to work.
• On December 4, 2016, Mr. [redacted] called back to Frontier inquiring about his cancellation order. Representative identified the order failed, and submitted a request to have problem fixed.
• December 9, 2016 Frontier attempted to reach Mr. [redacted] regarding his concerns. We also successfully placed order [redacted] for disconnection of services dated for today, but made it effective November 29, 2016 so that he will not be charged after that date.
• In addition, we emailed Mr. [redacted] at [redacted] advising of resolution.
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.

Frontier’s Local Manager has advised that there was a fiber that was causing an issue to service at the VRAD on Hospital Ave in Danbury CT.
The fiber had a high resistance open / break which proved very difficult to locate and repair.
This situation caused intermittent service problems....

Final repair was completed on August 22nd 2015. All customers are in service.
Frontier does apologize for any delay in repair and has issued an out of service adjustment in the amount of $25.00 that will appear on Mr. [redacted] next billing statement.

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] was told that he would receive a
$5.00 per month adjustment.Frontier
has investigated the...

above statements and offers the following response:  Frontier reviewed Mr. [redacted] account and determined that, due to his current promos he does not qualify for the additional $5.00 monthly credit. Frontier called Mr. [redacted] on November 14, 2017 and left the above information along with my direct contact 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.Frontier Specialist:                                              Telephone
Number: 844 320 4445

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.

Thank you for referring the complaint of [redacted] to our office for review. We appreciate Revdex.com bringing this matter to our attention. The Complaint states that:  Ms. [redacted] states her landline phone had static issues since September 2, 2017. Frontier has...

investigated the above statements and offers the following response: Frontier advises Ms. [redacted]’s phone was repaired on December 5, 2017Frontier has credited Ms. [redacted]’s account $ 81.73 plus tax for the static issues with her phone thru December 4, 2017.Frontier spoke with Ms. [redacted] on December 5, 2017 and reviewed the above. 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.
The tech on the chat support stated that I would get speeds of 2.62. My internet speed tests shows my average speed as .89. The tech also stated much later in the chat that since they could not offer me fiber optic service they would discount my bill (as soon in the attached screen shots). This came after an hour and 11 minutes of being told their was nothing they could do. I was in agreement with the price reduction but wanted my account credited for the past 17 months of the same service. I told her I was going to terminate my account if hey could not help me with that refund. Hence why I called to terminate. Which was another aggravation!! The representative was rude, told me to listen, and would not just close the account as I had requested. He then proceeded to tell me about fees for disconnecting. As far as I am concerned I should not be responsible for any fees associated with closing my account since they can not offer my the service and speed that other areas around me are getting at no fault of mine.
Regards,
[redacted]

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.

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]

Frontier has investigated the above statements and offers the following response:   Frontier advises that although we do not supply the recorded conversation due to proprietary and legal reason, Frontier is able to supply a partial transcript that does not reveal privacy or secure information.Below is the initial sales call details regarding pricing and internet speed:(23:07) Agent reads Promo Product Recap Disclosure:"Your order today includes Frontier's Business High Speed Lite Internet offers speeds up to 3MB Download/512K Upload Static IP & Unlimited Voice   If you decide later to discontinue service for phone or internet, you will lose this promotional pricing.  Terms and conditions are available at www.frontier.com/terms."(23:27) Agent reads Base price with surcharge with one time charges Disclosure:"Your monthly rate will be $59.98. This will be your monthly rate before surcharges and applicable taxes and fees."   Mr. [redacted]’s first statement was higher than a normal statement because Frontier bills one month with prorated day of service on the first statement. In addition, the first statement contained a connection fee of $55.05. Frontier finds that the termination fee is valid.               We trust that this information will assist you in closing this complaint.  We regret any inconvenience that [redacted] P [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 him bringing this matter to our attention.   The Complaint states that Mr. [redacted] is requesting credit for having issues for over a month with his Frontier television service. Frontier has investigated...

the above statements and offers the following response:   Frontier informed Mr. [redacted] that Frontier has issued a credit of $115.12, including taxes for his service issues. Mr. [redacted] is satisfied with this resolution. Mr. [redacted] knows to contact Mark H[redacted] at ###-###-#### at ext. [redacted].     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 resolution I want is for our original contract of $115.44 to be in effect as it was before. Our contract of two years that started with Verizon ends Nov 2017. An Adjustment on our bill for $103.92 needs to be made by Frontier. Thanks!