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] states that he had services with Frontier until he canceled with us on April 28, 2016. He received...

a final statement stating that he had a credit balance owed to him of $59.69 that was owed to him. Mr. [redacted] was informed that it would take three months to receive the credit refund check in the mail. He called in July and Frontier stated that the card was supposed to be sent on July 20 but he never received it.   Frontier has investigated the above statements and offers the following response: Frontier processed the refund request on July 20, 2016. The refund request was sent to Citibank, who Frontier was using at the time to refund credits back to the customer on Citibank cash cards. The customer called in and stated he never received the card, so Frontier re issued a check for the amount of $59.69 to the customer. Frontier spoke to Mr. [redacted] today and he states that he did receive the refund check in the mail and he is satisfied.   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 her bringing this matter to our attention.   The Complaint states that: Ms. [redacted] advises she was charged a $7.00 late fee for a payment that was not late.   Frontier has investigated the...

above statements and offers the following response: Frontier has been unable to reach Ms. [redacted] by telephone we have sent a Frontier email. Frontier advises that Ms. [redacted]’s payment is due by the second of each month, the payment for the November 9, 2017 statement was received on December 8, 2017 and this resulted in a $7.00 late fee. Frontier advises a credit of $7.00 plus tax for an amount of $7.44 has been applied to Ms. [redacted]’s account, Frontier advises this is a one-time credit for late fee. Frontier advises if payment is not received by the due date of the second of the month it will result in a late fee being charged.   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 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

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.

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.

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.

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]

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.

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!

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]

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] advised that she requested to retain the internet service and have the telephone and...

television service cancelled in November 2016. Ms. [redacted] states that Frontier was still billing for three (3) services. Ms. [redacted] would like to be refunded for the over payments.   Frontier has investigated the above statements and offers the following response:   Frontier states that after reviewing the account they issued $704.47 in credit for the telephone and television services from November 7,2017 to March 2017. Frontier spoke with [redacted] on April 24, 2017 to advise that the credit had issued and to apologize for his inconvenience. Frontier offered to have the credit balance refunded, Mr. [redacted] said just to leave the credit on his current 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.

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

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...

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.
This is the ezact response that was given initially. It is quite apparent to me that Frontier obviously makes profit in unfair business practices.  If I had prepaid for service I would not have received a bill so this response doesn't have a leg to stand on.  Additionally, charging a fee for the full month when only 4 days of service were provided is ungair business practice.  I believe Bank of America was sued by clients for running larger purchases through accounts before snaller amounts so they could charge multiple overdraft fees.  They found a way to nickle and dime people out of their money and I feel Frontier operates under the same rule.  Someone should take a closer look at their billing practices. 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.  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.  They were very prompt and courteous.
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 [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 to our office for review. We appreciate bringing this matter to our attention. The Complaint states that: [redacted] advises the Internet speeds have been slow for the past 3 months. [redacted] is requesting to have the speed that is being...

paid for. [redacted] advises Frontier has sent out Field Technicians on several occasions to request repair. Frontier has investigated the above statements and offers the following response: Frontier continues to work toward a solution that will improve [redacted]'s Internet speed. It is our expectation that Frontier will upgrade its network in [redacted]'s area in 6-8 weeks. Given that many factors could impact the timing of an upgrade, we cannot guarantee any specific date for project completion. Frontier called and spoke with [redacted] and provided the details listed above. [redacted] was satisfied with the results of the call. We regret any inconvenience that [redacted] may have experienced as a result of the above matter.