Frontier Communications Corp.

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 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]

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###-###-####

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.

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]

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.

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.

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]

Customer Name: [redacted] Phone/Account: [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:
• Ms. [redacted] ordered service from Frontier and was...

quoted $139.99 a month and an $80 installation fee.
• Ms. [redacted]’s first bill was $539.06. That included $198.95/month, an installation fee of $273.88, and taxes and fees of $66.23.
• Ms. [redacted] has spent several hours on the phone with Frontier attempting to correct the billing.
• Ms. [redacted] requests to correct the billing or release from her contract with no early termination fee.
Frontier has investigated the above statements and offers the following response:
• A review of the account shows the account is being billed at a rate of $140.99 per month, plus taxes, fees and other surcharges.
• Ms. [redacted]’s initial bill statement was missing the promotional credit to bring the bill to that amount. These promo credits did appear on the October 1, 2016 bill. A credit has been submitted to the account for the additional missing credit. This will appear on the November 1, 2016 bill statement.
• Ms. [redacted] was charged $156.23 in activation, installation and service order fees that were not quoted. These charges have been credited back to her account. These credits display on the October 1, 2016 bill statement.
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 Specialist: Brian M[redacted] Department: Customer Relations

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

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 [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.

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.

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.

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.

Thank you for referring the complaint of [redacted] to our office for review. We appreciate you bringing this matter to our attention.   The Complaint states that:   Mr. [redacted] was supposed to have autopay established on his account. Channel lineup was to be lowered; which...

would reduce monthly charges.   Frontier has investigated the above statements and offers the following response:   Frontier 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 [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention.   The Complaint states that:   Customer stating that he was not satisfied with the outcome of his original Revdex.com complaint about the upgrade of internet services to Ultimate and there being a $15.00 credit to his account every month.   Frontier has investigated the above statements and offers the following response:   Frontiers review of the account and listening to the calls that were placed from the customer the customer agreed to a monthly charge of 76.00 not including taxes and surcharges for the monthly rate with the upgrade to the customer. Afterreview of the billing it is shown that the customer’s monthly billing isactually 70.98 per month not including taxes and surcharges. I contactedthe customer to state to him that there will be no changes to hisaccount and that he was actually receiving services at a cheaper ratethan what he was quoted. He did request for a credit on the account fortime out of services on 9/01/2016-9/15/2016 with the internet servicesand I did agree to apply the credit in the amount of 20.00 for the timeout of services. No further action is needed at this time and I amclosing the Revdex.com rebuttal..   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 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.

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.

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.