Frontier Communications Corp.

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. ** states that he has dealt with constant billing issues with Frontier and has called on** to be told it has been taken care of and it is never resolved. Mr. ** request a refund and compensation for time lost. Frontier has investigated the above statements and offers the following response:            Frontier has made multiple attempts to contact Mr. ** by phone regarding this issue and have left messages. Frontier sent Mr. ** an email and has mailed a letter to him to provide the direct contact information for a Frontier representative if he still needs assistance regarding this issue.   We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Mr. ** 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 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.

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 her bringing this matter to our attention. The Complaint states that: [redacted] states she called to have phone service connected to her summer cottage and she never received bills for it and the...

service was never installed. [redacted] called Frontier to disconnect service that was never connected and wanted a refund for the two payments she did make even though the service wasn’t working. She had paid the bills because she didn’t want it to affect her credit. [redacted] states she paid $116.76 & 108.80 with a $4.50 processing fee and wants to be reimbursed for both payments.  Frontier has investigated the above statements and offers the following response: Frontier found that when [redacted] ordered new service she stated it was imperative that her bill be mailed to her home in Pennsylvania not her cottage home and the representative failed to do this. Coaching was sent to address this. Frontier was in the process of refunding both payments but when Frontier called [redacted] on November 6, 2017 she stated she didn’t need the refund from Frontier because she disputed through her Discover card and they have already refunded her money. [redacted] is satisfied. We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that she has experienced as a result of the above matter.

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

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.  They were very prompt and courteous.
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] 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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The rep that I talked to made things sound like I didn't understand the contract. If they would pull the audio I was told three year price guarantee and I could bundle my Dish and Frontier to get the discount I wanted. It's not my fault they told me to tell the Frontier installer and he told me to call customer service. I am a new customer to both. The Frontier rep that I talked to basically just said they wouldn't honor anything that their customer service rep's told me and any other issues with promos they don't honor. This deal is still advertised on the Frontier page. 
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 cancelled service with Frontier Communications on June 29th, but has continued to be billed for the services. Mr. [redacted] states he received return boxes and returned Frontier’s equipment at the beginning of July. Mr. [redacted] states he was billed again for Frontier service for the month of August 2017 and the bill was over $500.  He states he was told the charges would be corrected within a month. Frontier has investigated the above statements and offers the following response: On June 28, 2017 Mr. [redacted] called Frontier to see if promised credits had been applied to his account before he canceled his service.  At this time, the credits were not posted to his account. He also wanted to make sure that when the services are canceled, the order will reflect June 29th as the disconnect date.On June 29, 2017 an order was placed to disconnect Mr. [redacted]’ service, but was not completed as customer service wanted to re-confirm with Mr. [redacted].On July 28 a Frontier representative tried to contact Mr. [redacted] to confirm the disconnect, but was unable to reach him. Mr. [redacted] was billed for July and August services as a result of the delay.On September 1, 2017 a disconnect order was issued. This order also generated credit for most of the services billed past June 29th.  Manual credits have been applied in conjunction, bringing his balance to zero.  Frontier will send Mr. [redacted] a statement reflecting a zero balance within 30 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.     Frontier Specialist: Carla P[redacted]                          Department: Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this experience was unjustified, lengthy and disrespectful to paying customers. Eager to move forward, we accept the agreed resolution of functioning services and the reimbursement due to lost services.  
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.My bill this month is $252.00.  The issue has NOT been resolved.  The rep I talked to said she would move my account to the promo of 75/75 internet with HBO and showtime for $160.97 plus tax so I would have a better package and not lose HBO and showtime.  She also said my account would be refunded $112.00 for the additional HBO and showtime charges for my September bill.  She did make it very clear the changes were not made in time for my next billing cycle.  Why is my bill $252.00 this month?????  The bill should be based on my previous platform of 50/50 internet with the free 6 months of showtime and HBO that was offered when I renewed my contract.Thank you for taking the time with me today to review the Revdex.com complaint. I have gone ahead and put in the changes we discussed to get you to the $160.97+tax per month. With the $112.67 in credit I applied today and the additional $40 in credit currently on your account that should offset any prorated charges on your next statement. Please let me know if I can be of any further assistance. Thank You,Heather T[redacted]Frontier Communications
Regards,
[redacted]

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.  I'm trusting that since my name (CORT) is correct in most of Frontier's response, that I can ignore that the last sentence says:  "We apologize for any inconvenience that Mr. [redacted] has experienced because of the above matter."I'm hoping my refund comes to me and not Mr. [redacted].Thank you very much for the help.
Regards,
[redacted]

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] was not aware of Frontier taking over his services on April 1, 216. He stated that he threw out all...

correspondence from Frontier, thinking it was junk mail.   Frontier has investigated the above statements and offers the following response:   Frontier spoke with Mr. [redacted] and he requested copies of all his Frontier bills. We sent him 6 months of Frontiers bills by e-mail to Mr. Winneshiek. Frontier spoke with Mr. [redacted] on October 17, 2016 and he informed Frontier to stop harassing him and to deal with the B.B.B. directly. Mr. [redacted] knows to contact Mark H[redacted] at ###-###-####.     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 Ms. [redacted] to our office for review. We appreciate Ms. [redacted] bringing this matter to our attention.   The Complaint states that:   Ms. [redacted] advises she has been waiting on her refund on a closed account.   Frontier has...

investigated the above statements and offers the following response:   Frontier made several attempts to reach Ms. [redacted]; however, we have been unsuccessful in speaking with her. Frontier has been able to leave several messages. Frontier emailed a ‘Please Contact Frontier’ letter to Ms. [redacted]. Frontier’s refund policy is to issue a check 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.   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.

The Complaint states that:   Mr. [redacted] advised that he has an amount listed on his credit report that he believes is for a period of time that he did not have service.  Frontier has investigated the above statements and offers the following response: Frontier advises that the...

period of time that the account is billing for is March 2016 – August 2016.Frontier advises that we spoke to Mr. [redacted] on June 13, 2017 and advised of the above.

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 told her bill including taxes would be $130.97 a month and $89.00 to install. She...

was told the calls could not be listen too. Ms. [redacted] advises her second bill came in at $515.75. She request a refund and advises she has not paid Frontier and will be shut off 10/20/2016 for payment. Ms. [redacted] advises she would like the contract cancelled and this account not to go on her credit report. Frontier has investigated the above statements and offers the following response: Frontier advises Ms. [redacted] amount quoted did not include tax. The records do indicate her activation discount was not applied. Frontier advises the account has been issued courtesy credits and given a promotion that will get the monthly amount as close to the quote as possible on the next billing cycle.Frontier has spoken with the daughter [redacted], per Ms. [redacted] requested to add her daughter, as an authorize user of account. I explained the new credit for twelve months as a compromise. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that [redacted] experienced as a result of the above matter.    Sincerely,   Victoria D[redacted] Frontier Communications

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.

Frontier has investigated the complaint and offers the following response: Frontier issued a disconnect order for Mr. [redacted] at his request on April 29, 2016, and back dated to April 1, 2016. This will eliminate all billing for April. An early termination fee(s) remains in effect for the duration...

of the stated period. Frontier will calculate your fee based on your agreement with Verizon

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]