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] requested to transfer his service to a new location. After a few weeks and several calls to Frontier he...

was told that t technician would be out on October 1, 2016. The technician did not show up or call. Mr. [redacted] called Frontier and was told that the order would have to be rescheduled to October 11, 2016.  Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr. [redacted] on October 10, 2016, and he advised that he had already taken service from an alternative provider and no longer needed the service to be transferred.Frontier cancelled the transfer order and issued a time out of service credit in the amount of $269.98. A return mailer kit for the Frontier equipment has been sent to Mr. [redacted]’ new address and a final billing statement will be delivered in two to three billing cycles. 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 find that this resolution is satisfactory to me.  Regards, [redacted]

Thank you for referring the complaint of [redacted] Inc. to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention. The Complaint states that: Mr. [redacted] states he is moving his business to a new location that Frontier doesn’t service and was...

informed he will be billed an early termination fee. Frontier has investigated the above statements and offers the following response:Frontier has investigated Mr. [redacted]’s concerns and shows he has already spoke with a Frontier Supervisor who has agreed and noted the account to waive any charges at the time of disconnection. Frontier spoke with Mr. [redacted] on February 12, 2018 who confirmed that he spoke with a Frontier Supervisor already and stated he will contact him directly at the time he is ready to cancel services.  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 has reviewed Mr. [redacted]’s billing account and discovered that after Mr. [redacted] made his recent payment to pay-off his account, there was a remaining balance in the amount of $21.91 for...

fees/surcharges/taxes.  Frontier has adjusted the account to reflect a zero balance.   We regret any inconvenience that [redacted] may have experienced as a result of the above matter.

• As previously stated, a collections reminder notice was mailed to Mr. [redacted] prior to the suspension and a reminder call was completed to his contact number.
• Regarding online notices, online billing reflects any past due balance which indicates a delinquency.

Frontier has reviewed these additional remarks and the company’s position has not changed.
Sincerely,
Frontier 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. 
Regards,
[redacted]

The Complaint states that:   Mr. [redacted] advises that she requested to move her Frontier services on March 20, 2018, however due to delays in installation, he decided to cancel his Frontier service. Mr. [redacted] advises that after cancellation he received a bill for a full month of service that...

he did not have Frontier. Frontier has investigated the above statements and offers the following response: Frontier advises that Mr. [redacted]’s order to take cancel his service and port his phone number was due on March 26, 2018. This carried Mr. [redacted] into his next bill cycle, causing the service to bill a full month. Frontier advises that Mr. [redacted]’s final statement issues on April 22, 2017. We will follow up with Mr. [redacted] at that time and make sure that credit is issued back to the date that the customer’s cancellation was complete, March 26, 2018.Frontier advises that we adivses Ms. [redacted] of the above on April 9, 2018. Tell us why here...

Thank you for
referring the complaint of [redacted] to our office for review. We
appreciate your bringing this matter to our attention. We apologize for
the customer’s recent experience while attempting to upgrade her Fios data
speed. Our records indicate the customer’s speed was...

upgraded from 15/15 to 50/50
on July 6, 2016.A credit in the
amount of $61.32 was applied to the customer’s account on July 25, 2016.  The outstanding balance on the account is
$16.16.Sincerely,Amara H.Frontier
Customer Relations Specialist/GM Specialist

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 part that really upsets me in this matter, is that "their records indicate I agreed to a contract" which I absolutely did not! And in fact, voiced clearly the opposite! Where are the recorded phone records for that conversation? It's also stated that "their records indicate I agreed to the $525.00 fee" which I absolutely did not! Obviously I did not because I'm writing you, and MY records indicate something very different! This is a fraudulent charge, and I want to make sure other business owners are aware of what they are doing to their customers!!
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.
Regards,
[redacted]
The internet still drops and is barely working does not drop from the web as much it just stops working and says not connected

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.

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 was quoted a monthly charge of $90.00 before taxes, however he was not...

advised that there would be an additional cost for a Regional Sports fee or VoIP administration fee. Mr. [redacted] stated he was not advised of a $9.99 shipping and handling fee that was billed on his first statement. Frontier has investigated the above statements and offers the following response:Frontier confirms that Mr. [redacted] is being billed $90.00 before applicable taxes and surcharges. Frontier advises that the Regional Sports fee and the VoIP administration fee are part of the taxes and surcharges billed to Frontier customers. Frontier advises that there is a $9.99 fee billed for shipping and handling on all new Internet service orders. Frontier issued an adjustment of $9.99 as a courtesy which will be reflected on Mr. [redacted]’s next statement. Frontier spoke with Mr. [redacted] on October 30, 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 him bringing this matter to our attention.The Complaint states that: Mr. [redacted] states when he contacted Frontier on May 3, 2016 to report his Frontier telephone service wasn’t working and he was advised...

it would be May 7, 2016 before it could be looked at. Mr. [redacted] also states he is having trouble accessing certain programs with online streaming from mobile devices.Frontier has investigated the above statements and offers the following response:On May 17, 2016 Frontier spoke with Mr. [redacted] regarding his concerns.  His phone problem was part of a known issue in his area that Frontier was diligently attempting to correct.  Mr. [redacted]’s service was restored on May 12, 2016.  Frontier’s policy is to issue an out of service credit when a customer is without service for over 24 hours. Mr. [redacted] was issued an out of service credit of $16.82 that will appear on his next billing statement.We explained to Mr. [redacted] that Frontier in continuously working to add more programming on a daily basis and will be working diligently to load the remaining content.  We appreciate Mr. [redacted]’s patience regarding this matter.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:   [redacted] states she has had frequent inconsistent phone service.   Frontier has investigated the above statements and offers the following response:   Frontier advises it is currently reviewing Ms. [redacted]’s account to see what can be done to achieve a more reliable service.Frontier advises that we will be in contact with Ms. [redacted] upon Frontier’s review of the account.Frontier has made an attempt to reach [redacted]; however, Frontier has been unsuccessful in speaking with her. Ms. [redacted] has been given contact information to Frontier.   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 he was charged after he terminated Frontier services. Mr. [redacted] advises that his internet...

service was not working. Frontier has investigated the above statements and offers the following response: Frontier advises that prior to termination, Mr. [redacted] was billed and thus incurred charges through the end of his billing cycle.  Frontier has issued an adjustment of $39.65 for Internet service on Mr. [redacted]’s account.Frontier spoke to Mr. [redacted] on March 28, 2018 and advised of this 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 [redacted] bringing this matter to our attention.   The Complaint states that:   Mrs. [redacted] advises that her internet services have only worked intermittantly and Frontier...

has not been able to fix the issues.  Frontier has investigated the above statements and offers the following response: Frontier advises that a technician went out to the home to fix the services upon 10/5/16 and the services are working in accordance with her plan.Frontier spoke with Mrs. [redacted] and confirmed that she is aware of the $120.00 we have credited to the account for her time out of service. We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience Mrs. [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 Mrs. [redacted] bringing this matter to our attention.   The Complaint states that: Customer wants phone services restored. Customer wants Frontier to provide them the same phone number as...

they had previously. Customer would like compensation for their time without service in addition to compensation for poor service. Frontier has investigated the above statements and offers the following response: Frontier has restored the customer phone service.Frontier has restored the customer’s phone number.     Frontier has issued both out of service credits and courtesy credits onto the customer’s account. We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Mrs. [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 bringing this matter to our attention. The Complaint states that: Ms. [redacted] advises she attempted to pay her final bill but was going to be billed a fee to do so. Frontier has investigated the above...

statements and offers the following response: Frontier advises service order [redacted] completed October 16, 2017 disconnecting service. Records show on bill date December 13, 2017 Ms. [redacted] was billed previous balance $59.94, other charges and credits $54.00cr, balance forward $5.94. Frontier advises to pay over ther phone there is a $3.50 surcharge and to pay with a Frontier agent there is a $4.00 charge.On January 26, 2017 a credit of $5.94 was applied to the account bringing the balance to zero. This should reflect in one to two bill cycles. A Frontier representative spoke with Ms. [redacted] who indicated satisfaction with the 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.Frontier Specialist: Amy B[redacted] Department: Consumer Relations

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 reason for my rejection at this time is that the old account that was sending me wrong bills has not been cleared.  I am still receiving past due notices and threatening to take additional collection efforts by Frontier.   I was very please with the support in getting my services back but the root of the issue, i.e. getting wrong bills, has not been totally resolved.
Regards,
[redacted]

·         Frontier has reviewed the call associated with Mr. [redacted] concern and finds that the representative regarded the service to residential as per Mr. [redacted] request. ·         Mr. [redacted] did not ask to cancel service under the business account. He was transferred to residential customer service to go over pricing and he did not commit to the price option and advised that he would think about it, however the order processed and posted. ·         Frontier has changed the account back to the original business name and is making contact with the Collection Agency to request to remove this from Mr. [redacted] credit. ·         The balance will remain on the account in the business name and remain written off in the business name. ·         Frontier does apologize for any miscommunication or inconvenience caused.