Frontier Communications Corp.

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

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 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.

The Complaint states that:   Mr. [redacted] advises he had Verizon service for the past several years in Rhode Island and also in Englewood Florida. The problem is when he entered the wrong password his Email account with Verizon got locked. Mr. [redacted] advises he has spent hours...

trying to resolve this problem. Mr. [redacted] states that Frontier advised only Verizon can unlock his email account with Verizon. He states when he spoke with Verizon they referred him back to Frontier.  Frontier has investigated the above statements and offers the following response:  Frontier advises that Verizon.net email addresses were not transitioned to Frontier. Frontier has no access to Verizon.net email accounts. Verizon.net email address were migrated to AOL. Frontier spoke to Mr. [redacted] and provided him with the number to AOL support###-###-####.

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: Mr. [redacted] states that Frontier billed him for service he never received and he is due a credit of $300.00. He stated he...

contacted Frontier several times with no result. Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and found that the installation order was completed in error. Frontier credited $417.49 to the account, which cleared the balance to zero and and created a credit balance of $117.00. Frontier spoke to Mr. [redacted] and advised him the account is at a zero balance and we are processing a deposit-related refund of $117.00.     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: [redacted] states he recently placed an order online through Frontier.com. At the time he placed the order the only fees...

he states were explained was an equipment & deliver fee of $9.99 however the first bill was an additional charge of $75.00 for high speed installation. [redacted] states that at no point during the online process was the $75.00 fee mentioned or was he given any alternative way for the service to be installed.   Frontier has investigated the above statements and offers the following response: Frontier spoke to [redacted] on February 7, 2018 and informed him the cart from his order process shows on he agreed to the one- time charges of $84.99 which was the $9.99 shipping/handling fee plus the $75.00 high speed installation fee. [redacted] requested a copy so Frontier emailed him proof of his online order. [redacted] was advised in a confirmation email of the $84.99 and Frontier will stand by it. We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that he has 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.

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 stands by its explanation of straightforward billing on this account and offers an example for the customer. The only thing that changed is that a $20 promotion ended on 5/28/16.

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]

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]

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 only based on the fast that I settled with a portion of a refund.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the financial resolution to my complaint has been satisfactorily resolve.However, concerning the other issue, Frontier does not have, nor do they appear to plan on having, a follow-up e-mail sent to the consumer listing the services and rates agreed to by Frontier and the inquiring customer over the phone.  Frontier's former "existence" as Verizon provided such a confirmation e-mail to its customers.    By Frontier not providing this confirmation leads to a situation such as mine where in the even of a follow-up disagreement between Frontier and the customer on what was agreed to over the phone, the customer and, indeed even Frontier, are left with a "he said-she said"situation. This ends up as poor public relations.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] states she contacted Frontier on 1/12/15 and...

requested the services disconnected and provided her forwarding address for the final bill and equipment return.
·         Ms. [redacted] states she called on 2/16/15 to report she had not received her final bill and states she was advised at that time that the forwarding address was not entered, she provided the address again and offered to pay the bill at which time the consultant advised her that she should wait to pay until she receives the final bill.
·        Ms. [redacted] states she contacted Frontier on 4/30/15 and was advised her bill was $60.06 that she paid it over the phone and was advised the forwarding address was still incorrect.
·         Ms. [redacted] states that she received (2) 60 day late notices on her credit report that have seriously affected her credit score rating creating issues with her new home and construction loan.
·         Ms. [redacted] wants the negative reporting removed from her credit report as she attempted to rectify the situation several times.
 
Frontier has investigated the above statements and offers the following response: 
·         Account review shows Ms. [redacted] contacted Frontier on 1/12/15 and her service was disconnected 1/15/15 as requested. The disconnect order shows that the forwarding address was updated and the 1/28/15 final billing statement reflects the correct forwarding address.  It is unclear why Ms. [redacted] did not receive this billing statement.
·         Account records confirm that Ms. [redacted] contacted Frontier on 2/16/15 to advise she had not received her final bill and the Frontier representative incorrectly advised her that the forwarding address was not updated. It is recorded on this contact that Ms. [redacted] offered to pay the balance on the account and was advised to wait for her next billing statement.  The address record was then updated incorrectly which is why Ms. [redacted] did not receive her 2/28/15 billing statement.
·         Account review shows Ms. [redacted] contacted Frontier on 4/30/15 inquiring again about the final billing and paid the balance owing in the amount of $60.06 at that time.  The address was then corrected.
·         Frontier apologizes for the misinformation provided by the Frontier Representative which resulted in a late balance and subsequent negative reporting on Ms. Seeley’s credit report.
·         Frontier has sent a deletion request to the credit agency to completely remove this incident from Ms. Seeley’s credit report and has sent Ms. [redacted] a letter confirming this action.
 
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.
 
Sincerely,
Frontier Customer Relations

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] advises that her bill suddenly increased and she was billed for services after requesting...

to disconnect.   Frontier has investigated the above statements and offers the following response: Account notes show on 12/12/16 Ms. [redacted] advised a Frontier representative that she has attempted to disconnect service for the past 3 weeks. Records show service order [redacted] completed 12/16/16 removing all services and keeping the FiOS Data 50/50Records show service order [redacted] completed 01/05/17 disconnecting service effective 12/17/16.At this time all warranted credits have been applied to the account.     A Frontier representative attempted unsuccessfully to reach Ms. [redacted]. A contact letter was sent on January 30, 2017. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  The response would resolve my complaint, but I received the attached notice in the mail this weekend.  I assume this is just poor timing of the mail, but I have no way of confirming that.  I received the attached Notification of Collection Agency Placement.  I spoke with someone on the phone last week and they indicated they would remove the balance and it had not been sent to collections.  I am calling the number, but feel frustrated that I am now dealing with this after speaking with someone last week.  The whole issue has been dealt with by phone calls telling me this issue is resolved and yet I keep getting bills.
Regards,
[redacted]

Frontier has investigated the above statements and offers the following response:   Frontier determined that a technician was sent out to the address service concerns.Frontier determined that according to records, this has been resolved.Frontier issued an adjustment for the time that the...

internet service was affected. Frontier made multiple attempts to reach Ms. [redacted] but received no response.  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 [redacted] bringing this matter to our attention. The Complaint states that: Ms. [redacted] advises her new installation order with Frontier was cancelled and she never received a refund of...

her $56.00 deposit. Frontier has investigated the above statements and offers the following response: Frontier advises Frontier has refunded the $56.00 deposit back to Ms. [redacted]’s credit card on October 26, 2016. Frontier contacted Ms. [redacted] and advised the $56.00 should appear in Ms. [redacted]’s account within 72 hours.   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 Ms. [redacted] to our office for review. We appreciate Ms. [redacted] bringing this matter to our attention.   The Complaint states that:   Ms. [redacted] advises her internet has buffering issues. Frontier has investigated the above statements and offers...

the following response: Frontier spoke to Ms. [redacted] on January 31, 2018 and confirmed that Internet is working.  Ms. [redacted] explained that internet is working but she still experience buffering. 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 has investigated Ms. [redacted] account and has determined that due to a surplus of Wi-Fi traffic in his home or immediate area, Wi-Fi network congestion could be affecting Internet service speeds. Frontier advises that plugging devices directly into the router through a wired connection should address this issue. Frontier has set a follow up to ensure service are working well.   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.