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 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

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] advises that she called Frontier on January 25, 2017 to cancel her account, and that Frontier...

charged her credit card via automatic payments for the upcoming month.  Ms. [redacted] advises that she called Frontier again on February 15, 2017 to make sure that the automatic payments were stopped and was told that her account had not been cancelled. Ms. [redacted] advises that she has paid Frontier for services thru February 12, 2017 and would like a partial month’s credit, going back to the date that her services should have been cancelled.   Frontier has investigated the above statements and offers the following response:   Frontier spoke with Ms. [redacted] on March 2, 2017, and advised her that there are no notes on her account from January 25, 2017 that state that she wanted her services cancelled at that time.  Ms. [redacted] did call Frontier on January 24, 2017 to make a change to her Frontier services.  The customer advised that she only wanted to remove the movie channels from her TV package, but her entire bundle package was changed, resulting in her losing some of her favorite channels. Frontier advises that the account records show Ms. [redacted]’s bundle package included a 2 year contract, which would result in an early termination fee if she cancels her services. The customer advised that she never agreed to a 2 year contract and wanted all of her services to be cancelled as of February 2, 2017.  Frontier advises that there was no documentation that Ms. [redacted] had agreed to a 2 year contract.  Per the customer’s request, Frontier placed an order on March 3, 2017 to cancel all of her services, backdated the effective date to February 2, 2017, and waived the early termination fee.  As a result of backdating the cancellation date, the customer will see a credit on her March 13, 2017 statement, and the automatic payments will stop.   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 bel
On April 20, 2017, Richard  a  Executive Communications Team from Frontier left a message to call.  I called him back on April 21, 2017.  Mr. Richard failed to leasing to me.  He told me that I only called twice.  NOT TRUE.  I told Mr. Richard that I have two accounts associated with my name the old ###-###-####-072915-5  and the new account ###-###-####-112116-5.  Mr. Richard did not bother to check the system to verified what I was telling him, instead he went on and on about the $400.00 Amazon card.  I asked Frontier to transfer all my payments to the new account, Instead they sent me 2 debit cards one for 79.99 and the other for 86.34 which I never used.  I have been calling Frontier with my TV and Internet issued since October 2016..As you can see from my Bank Payment Schedule January and  February I over paid because they kept sending me past due invoice and because they told they where going to close my account.
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.

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

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]

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.  However I would like to add over the past several years I have had various techs come and alter/change monitors, channels, etc in hopes of getting a more consistent Internet connection and over time (sometimes weeks or sometimes longer) the connection fails again! This time however I was given the contact information for the head of the tech department and he advised me to contact him directly if in fact this happens again. That is reassuring since each time contacts have been made there is not a lot of continuity. As for the increases in the bill, we were not made aware of the credit ending. When we asked others in the local area their charges we found that a few customers get more services for the same rate that we are paying (with the "loyalty discount"). Soon I will inquire about the current packages and hope to get a rep who is knowledgable about prices/packages.
Regards,
[redacted]

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.

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.

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Ms. [redacted]’s account and has waived the early termination fee.The representative handling this complaint has provided her contact information and will assist Ms. [redacted] in the upcoming...

weeks to review her next billing statement and equipment return to ensure that the account closure is handle properly. We regret any inconvenience that [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 the allegations regarding the technician were addressed in 2016. The case was resolved with Frontier’s security team on July 7, 2016.Frontier advises that the non- recurring charges for...

the technician visit that occurred in March of 2017, have been waived.Frontier advises that an adjustment has been issued equal to 2 months of the monthly recurring charge for the internet service. Frontier advises that Internet service speeds are based upon many factors including: customer location, customer equipment, and WiFi network interference.  Customer speeds may vary over time.Frontier has investigated Ms. [redacted]’s account and has determined that Ms. [redacted] resides in an area where high Internet usage during peak periods could be affecting Internet service speeds.Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Ms. [redacted]’s area at this time.Frontier spoke with Ms. [redacted] in regards to the above.  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 find that this resolution is satisfactory to me. This took approximately 10 hours of calls and replies but was resolved yesterday and I confirmed by phone conversation today.  It is sad that the original staff did not keep notes and the calls were not recorded, and that it took this much work to get resolution.  I greatly appreciate my new friend, Richard, in executive client relations who was patient and diligent to get a positive outcome.
Regards,
[redacted]

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

Frontier has received the following complaint :04/29/16 Complaint / Concern: Since Verizon switched to Frontier things have been awful. I lost my internet for 6 days. I was hung up one and treated badly by foreign speaking customer service reps. My land land has been down 15 days now. I was...

told twice someone would be out to repair it. No one ever came or called. I called CPU and was given a different number to call. I have been talking with a person who is nice and that I can understand. However, land line is still not up and working. This should never have happened. I want and need this to be resolved.At first Frontier told me it was an outage. Sorry,no. My neighbors internet and land line worked. Then was told by a supervisor that it is provisional. Still no help from them. I was lied to and  ever received call backs when told they would call me back. I was also hung up on twice.Request of CPUC: Please resolve this problem for all of us who are having the same problems as I am. I need my land line as part of my work. This is causing me major stress. I have also had to take time off work when they say they will come and then they do not show up. I am losing money over this. Very bad service on  Frontiers part. Verizon should have never let this happen.  Landline service down for two weeks. Long waits to speak with customer service issues in letting the customer get any updates. Bundled with internet and no internet service. Bill account collectly and make the necessary bill adjustments.  Frontier has investigated the above statements and offers the following response:Frontier records show that the internet services were out 6 days, and the phone was out of service until 5/7/16. Frontier has restored internet and telephone dial tone was restored on 5/7/16. Frontier has provided time out of service credit in the amount of $76.22We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience Ms. [redacted] has experienced as a result of the above matter.                                Frontier Specialist:  Brian M[redacted]                       Department: Consumer Relations

Frontier has investigated the above statements and offers the following response:   Ms. [redacted] was instructed to seek services with [redacted] after our Frontier field operations team discovered that the line from the home to the DSLAM box is 19,000 feet away which provided minimal/interrupted...

internet connectivity.Frontier has offered Ms. [redacted] a 4 month courtesy credit of internet service in the amount of $79.96.  Ms. [redacted] has countered our offer with 2 months + $114 credit totaling $153.98.  Counter offer not accepted.Frontier’s original offer is available to Ms. [redacted].  If accepted, Frontier will issue a 4 month courtesy credit of internet service in the amount of $79.96. We regret any inconvenience that [redacted] may have experienced as a result of the above matter.

Tell us why here... Thank you for referring the rebuttal complaint of [redacted]-[redacted] to our office for review. We appreciate Ms. [redacted]-[redacted] bringing this matter to our attention. The complaint states that:  Ms. [redacted]-[redacted] advises that she has Internet from Frontier Communications and they promise speeds of 6 Mbps and she cannot download an email or watch a movie on line.Ms. [redacted]-[redacted] advises that she loses service several times each month.Ms. [redacted]-[redacted] advises that she was told by the technician to purchase a new modem and she advises that it did nothing to improve the number of disconnects.  Frontier has investigated the above statements and offers the following response:  Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and Wi-Fi network interference.  Customer speeds may vary over time.Frontier advises that a technician went out on February 11, 2017 and changed out her modem.Frontier contacted Ms. [redacted]-[redacted], confirmed service is working and confirmed that Ms. [redacted]-[redacted] is satisfied with the resolution.  Ms. [redacted] has a direct point of contact if she should need anything in the future.Frontier advises that a credit in the amount of $39.98 for two months of Internet service was applied to her account on February 14, 2017.Frontier advises that an additional credit in the amount of $96.60 for two months of telephone service has been applied to her account on February 22, 2017.Frontier advises that a technician went out on March 18, 2017 and reported in the past 24 hours there were no losses or sync through loop care or at the modem and suggested to purchase a separate modem to handle the bandwidth of the items connected.Frontier advises that a technician was sent out on April 14, 2017 and everything was testing okay and was monitored again on April 19, 2017 and everything was still clear and per the local manager anything further will be billable.Frontier continues to work toward a solution that will improve Ms. [redacted]-[redacted] Internet Service.  It is our expectation that Frontier will upgrade its network in Ms. [redacted]-[redacted]’s area this year 2017.  Given that many factors could impact the timing of an upgrade, we cannot guarantee any specific date for project completion per the Director of Operations and Engineering Manager in her area.  The upgrade will increase the bandwidth capability and provide higher speeds out of the site.  Frontier advises until the upgrade completes Ms. [redacted]-[redacted] has the best available speed Frontier can offer at their location.  We apologize for any inconvenience that Ms. [redacted]-[redacted] has experienced as a result of the above matter.

Frontier has investigated the above statements and offers the following response:   Ms. [redacted] subscribes to Broadband Lite. Please see product description below:High Speed Internet Lite - Speed as fast as 1 Mbps/128K.Frontier advises that the technician testing from the outside location, found the speeds at 1.34Mbps to the residence. This is higher than the product description.Frontier further advises that Ms. [redacted]’s speed is provisioned at a higher rate (1.7 Mbps) to compensate for any deterioration of the DSL signal as it travels to the customer’s residence.Frontier further advises that speeds can be affected by customer equipment, the number of devices used in a household and Wi-Fi interference.Frontier technical department also advises that the following recommendations for streaming are: standard definition video, a connection that is more than 2 Mb/s. For HD, 3D, or 4K you need higher speeds.Frontier advises Ms. [redacted] would have to upgrade her internet product to receive a faster internet speed.Ms. [redacted] can contact customer service at ###-###-#### to discuss available options.  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.

Tell us why here... 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] stated Verizon sold his account to Frontier and his first bill shows a price increase.Frontier has...

investigated the above statements and offers the following response:Frontier contacted Mr. [redacted] on May 5, 2016 regarding his first Frontier Billing.Mr. [redacted] billing with Verizon was $36.99 plus tax and that price will continue with Frontier. Frontier had attached a notice on our customer’s bills that effective April 1, 2016 that the Federal Universal Service Fund was changing, as permitted by the FCC. Frontier will assess a percentage-based Federal USF Recovery Charge of 17.9 percent on your voice service.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 Mr.
[redacted] to our office for review. We appreciate your bringing this matter
to our attention. According to the complaint: Mr. [redacted] states he changed his Fios TV plan based on incorrect channel information. When he requested to reverse the change,...

he states he was advised the old plan was no longer available. Per Mr. [redacted]’s request the service was terminated on August 22, 2017. The customer is now disputing the final balance. Frontier has investigated the above statement
and offers the following response:Mr. [redacted] was billed for service at full rate for 30 days after the termination in error. An adjustment in the amount of $143.60 has been submitted for approval. I have committed to follow up with the customer
to advise the final status of the adjustment request. 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 V. Executive Customer Relations###-###-####

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.