Frontier Communications Corp.

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] states that starting April 2016 when Frontier took over her service, her internet, phone and TV have all been interrupted.  No Telephone service for 7 Weeks and no TV service for 6 weeks.  From April through July 2016 she has called and technicians do not know the answers and supervisors are never available.  Ms. [redacted] advised that her home burned down on July 31, 2016 and Frontier billed her for service for the time she did not have it, July 31, 2016 through August 23, 2016.  She called to put the service on a vacation hold until she could transfer her service to a new location, but the vacation service was never added.  Her bill fluctuates every month.  Frontier continues to bill her $80 for internet service and $111 for phone service.  And had charges on her bill that she never ordered.   Frontier has investigated the above statements and offers the following response:             Frontier’s investigation found that five repair tickets were issued on this account starting with April 2016 through November 2, 2016.  A total of $185.00 for out of service credit was applied to Ms. [redacted]’s account.A Frontier representative found that Ms. [redacted] did request the vacation rate to be added to her account from July 31, 2016 through August 23, 2016.  To qualify for Frontier’s vacation rate a customer would have to have it for a minimum of 30 days.  Ms. [redacted] did not need the vacation service for thirty days.  A Frontier representative applied a onetime credit to Ms. [redacted]’s account for the cost difference of the vacation service.  The total amount of the credit applied to Ms. [redacted]’s account was $197.66 for the vacation rate.A Frontier representative found that the monthly promotion Ms. [redacted] was offered was not active on her account and the lifeline discount was removed. Ms. [redacted] will have to apply for the lifeline discount again to have it added back to her account.  A Frontier representative applied a onetime credit to Ms. [redacted]’s account in the amount of $74.76 for the lifeline discount on January 5, 2017.  A Frontier representative placed an order to correct the promotional discounts on Ms. [redacted]’s account and will follow up to review her account for the next two months to make sure she is billed the correct rate.  A Frontier representative spoke with Ms. [redacted] on January 20, 2017 to explain and provided the direct contact information for a Frontier representative.    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.
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]

The Complaint states that: Ms. [redacted] states that she experienced service disruptions to her telephone service.Ms. [redacted] states that she received equipment that she was unable to connect.Ms. [redacted] states that she would like Frontier to offer her a lower priced package. Frontier has...

investigated the above statements and offers the following response: A review of this account shows that a Frontier technician was dispatched to Ms. [redacted]’s home on October 3rd and the technician confirmed that all services were in working order prior to his leaving the premises.Ms. [redacted] placed an order with a Frontier representative on December 13th, 2016 to lower her monthly rates.A Frontier representative has attempted to contact Ms. [redacted] regarding this complaint and has been unable to reach her.Ms. [redacted] states that she does still have occasional issues with her video picture but she is unable to complete trouble shooting with us. She states that she will have a family member assist with this if the problem occurs again.A Frontier representative has issued adjustments in the amount of $55.99 for time when Ms. [redacted]’s services were disrupted.Ms. [redacted] has been provided direct contact information for a Frontier representative should she wish to discuss this matter further.

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 that her services were cancelled by frontier when she was trying to make changes to the account. Ms. [redacted] advises that she was charged for the time without service. Frontier has investigated the above statements and offers the following response:            Frontier found that there was a new account ([redacted].0) opened so Ms. [redacted]’s services were working properly.Frontier found that there was a credit for $216.42 that was approved on 10/17/16.Frontier spoke with Ms. [redacted] and advised her of the resolution, Ms. [redacted] is satisfied. 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 has investigated the above statements and offers the following response: A Frontier technician was dispatch to Mr. [redacted]’s home on March 01, 2017 and repaired the Internet service. The technician concluded the root cause was due issues at the facilities with faulty materials.A Frontier...

consultant has been in direct contact with Mr. [redacted] and verify service is working. Frontier applied an adjustment to the account in the amount of $50.00. We regret any inconvenience that Mr. [redacted] may have experienced as a result of the above matter.

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 [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 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 Mr. [redacted] bringing this matter to our attention.   The Complaint states that: Mr. [redacted] advises that he has experienced ongoing connectivity problems with his Frontier internet service and that...

the service gets interrupted multiple times a day.    Mr. [redacted] advises that Frontier needs to repair his internet service and credit him for the last 3 months of internet service. Frontier has investigated the above statements and offers the following response: Frontier advises that a technician was sent out to the customer’s home on September 13, 2017, who was able to diagnose the problem and make the necessary repairs to the service. Frontier advises that a credit has been issued to Mr. [redacted]’s account, going back to June 29, 2017 through September 13, 2017, in the amount of $64.14. Frontier spoke with Mr. [redacted] on September 14, 2017, and he confirmed that the technician was able to repair the internet service.  He was also satisfied with the amount of credit that was issued to his account. 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. Why I had to go to these lengths to get my money back is still a concern 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.
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

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. Thank you for helping me get this issue resolved.
 
Regards,
[redacted]
[redacted]

Frontier has investigated the above statements and offers the following response: Frontier advises due to an isolated error Ms. [redacted]’s service order that was not completed was posted into the billing system.Frontier advises the account has been fully credited leaving a zero balance.Frontier...

attempted to reach Ms. [redacted] to advise of the above but was unsuccessful. We trust that this information will assist you in closing this complaint.  We regret any inconvenience that Ms. [redacted] may have experienced as a result of the above matter.

Our records indicate Mr. [redacted]’s account was discontinued on August 20, 2016, and that he was advised that refund take up to 90 days to have mailed out; which would make the month of November in the 90 day window. After further review, we are showing refund of $106.89 mailed on November 8, 2016...

and should arrive within 7-10 business days.We have made unsuccessful attempts to reach Mr. [redacted]. We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Mr. [redacted] has experienced because of the above matter.

Thank you for referring the complaint of Mr. [redacted] to our office for review. We appreciate your bringing this matter to our
attention. According to the complaint: Mr. [redacted] states he has been overbilled for the Fios Bundle since the transition to Frontier. Frontier has investigated the above statement
and offers the following response:Prior to the transition, Mr. [redacted] subscribed to the Fios Triple Bundle for $79.99 per month. A $10.00 discount was set to expire on August 5, 2016. The remaining discounts are set to expire on August 5, 2017. When the July 28, 2016 bill generated, the $10 discount was prorated. After that the bundle has billed for $89.99 per month. All prices mentioned do not include taxes, surcharges or fees. Mr. [redacted] has not been billed incorrectly. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna C. Executive Customer Relations

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 in the last month alone she has had to contact Frontier about eight times and only...

had Internet service one week out of four.  Ms. [redacted] states she has received very poor customer service.  Ms. [redacted] is looking to be reimbursed for wages/time lost at work. Frontier has investigated the above statements and offers the following response: Frontier apologized for the way Ms. [redacted] has been treated.Frontier’s policy is not to issue credit for lost wages/time, Frontier however did issue a credit in the amount of $100 for three months of Internet service.  Ms. [redacted] was satisfied with this. 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 [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.

Frontier has reviewed Ms. [redacted]’s accounts and found the following: The January 25, 2018 bill statement for account ###-###-#### reflected a balance due of $155.01.January 31st a request was received to port out ###-###-#### effective February 1st.February 1st a new account, ###-###-####, was...

established with Internet service only.February 16th a payment of $155.01 was received on account ###-###-#### which was transferred to the prior account, ###-###-####, as it reflected a balance due at the time of the transfer.  February 17th a payment of $155.01 was received on account ###-###-####.The February 25 bill statement for ###-###-#### reflects new charges of $33.88 which includes a $100 Early Termination Fee and prorated credits totaling $66.12.  March 5th a $100 credit was applied to account ###-###-#### waiving the Early Termination Fee.The March 25th bill for ###-###-#### reflects a credit balance of $221.13. Frontier has expedited a refund request of $221.13 on account ###-###-#### which Ms. [redacted] should receive within 7 to 10 business days.

Frontier Communications                            Thank you for referring the complaint of [redacted] to our office for review. The account number and address...

provided refer to the business account of [redacted]. We appreciate Mr. [redacted] bringing this matter to our attention.   The Complaint states that:   Mr. [redacted] uses Frontier for phone and internet service at his restaurant. Mr. [redacted] states they have experienced ongoing issues with internet connectivity. Mr. [redacted] indicates a customer advised them of an out of service issue with their phone line via email. Mr. [redacted] made multiple attempts to contact Frontier in attempt to resolve the issue. Mr. [redacted] requested reimbursement on his next bill to cover lost business.   Frontier has investigated the above statements and offers the following response: Frontier records show a recent trouble ticket originating from contact from the customer indicating a loss of dial tone on August 2, 2016.  This outage was resolved on August 3, 2016.  Frontier has provided a time out of service credit in the amount of $11.35. Frontier’s Terms of Service state in Section 5, b.: IN NO EVENT WILL FRONTIER OR ITS AFFILIATES BE LIABLE FOR ANY LOST PROFITS OR BUSINESS OPPORTUNITIES, OR FOR ANY OTHER SPECIAL, INDIRECT OR CONSEQUENTIAL DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY THEREOF. FRONTIER AND ITS AFFILIATES SHALL NOT BE LIABLE FOR ANY LOSS, COST, CLAIM OR EXPENSE EXPERIENCED OR INCURRED BY CUSTOMER OR THIRD PARTIES RESULTING FROM THE USE OF THE SERVICES OR EQUIPMENT PROVIDED HEREUNDER, INCLUDING, FRAUD BY THIRD PARTIES.Frontier shows 2 additional trouble tickets for voice mail issues on August 8 and August 12, 2016. The previous reported issue was October 29, 2015, where they experienced a 30 minute outage. This outage was resolved by resetting the ONT (Optical Network Terminal) at the customer’s premise.     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: Brian M[redacted]          Department: Customer Relations

Thank you for referring the complaint of Ms. [redacted] on behalf [redacted] to our office for review. We appreciate Ms. [redacted] bringing this matter to our attention.   The Complaint states that:   Ms. [redacted] advises she had to change Internet providers due to very slow...

service and frequent drops.  Ms. [redacted] spoke to customer service about cancelling and was quoted an early termination fee of between $300 and $594.95 for a fee.  This was on auto renew and Ms. [redacted] states she was never notified of this auto-renewal.  Ms. [redacted] would like to be let out of the contract without an early termination fee. Frontier has investigated the above statements and offers the following response: Frontier found that this company has had our service for 13 years and has been a very good customer.  Frontier will waive the early termination fee.Frontier spoke to Ms. [redacted] on March 20, 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.