Frontier Communications Corp.

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]

Thank you for
referring the complaint of [redacted] to our office for review. We
appreciate your bringing this matter to our attention. We apologize for
the customer’s recent experience while attempting to upgrade her Fios data
speed. Our records indicate the customer’s speed was...

upgraded from 15/15 to 50/50
on July 6, 2016.A credit in the
amount of $61.32 was applied to the customer’s account on July 25, 2016.  The outstanding balance on the account is
$16.16.Sincerely,Amara H.Frontier
Customer Relations Specialist/GM Specialist

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.
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]

·         Frontier has reviewed the call associated with Mr. [redacted] concern and finds that the representative regarded the service to residential as per Mr. [redacted] request. ·         Mr. [redacted] did not ask to cancel service under the business account. He was transferred to residential customer service to go over pricing and he did not commit to the price option and advised that he would think about it, however the order processed and posted. ·         Frontier has changed the account back to the original business name and is making contact with the Collection Agency to request to remove this from Mr. [redacted] credit. ·         The balance will remain on the account in the business name and remain written off in the business name. ·         Frontier does apologize for any miscommunication or inconvenience caused.

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:   Mr. [redacted] requested to transfer his service to a new location. After a few weeks and several calls to Frontier he...

was told that t technician would be out on October 1, 2016. The technician did not show up or call. Mr. [redacted] called Frontier and was told that the order would have to be rescheduled to October 11, 2016.  Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr. [redacted] on October 10, 2016, and he advised that he had already taken service from an alternative provider and no longer needed the service to be transferred.Frontier cancelled the transfer order and issued a time out of service credit in the amount of $269.98. A return mailer kit for the Frontier equipment has been sent to Mr. [redacted]’ new address and a final billing statement will be delivered in two to three billing cycles. 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 Mr. [redacted] to our office for review. We appreciate him bringing this matter to our attention.   The Complaint states that Mr. [redacted] is requesting credit for having issues for over a month with his Frontier television service. Frontier has investigated...

the above statements and offers the following response:   Frontier informed Mr. [redacted] that Frontier has issued a credit of $115.12, including taxes for his service issues. Mr. [redacted] is satisfied with this resolution. Mr. [redacted] knows to contact Mark H[redacted] at ###-###-#### at ext. [redacted].     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.

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###-###-####.

• As previously stated, a collections reminder notice was mailed to Mr. [redacted] prior to the suspension and a reminder call was completed to his contact number.
• Regarding online notices, online billing reflects any past due balance which indicates a delinquency.

Frontier has reviewed these additional remarks and the company’s position has not changed.
Sincerely,
Frontier 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 only based on the fast that I settled with a portion of a refund.
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 [redacted] to our office for review. We appreciate [redacted] bringing this matter to our attention.   The Complaint states that:   Ms. [redacted] advises they have been trying to receive additional cable boxes for six weeks. They were...

given an appointment but no one showed up, they received return boxes and the incorrect type of set top boxes.   Frontier has investigated the above statements and offers the following response:   Frontier spoke to Mr. [redacted] on July 22, 2016 and confirmed that the correct two additional set top boxes were installed by our technician today. Frontier has issued a credit in the amount of $36.20 to Ms. [redacted]’s account.   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.

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.
Unfortunately the information Frontier is stating is incorrect. When the service of Frontier was cancelled on October 20th 2016, with the order with disconnected dated for November 1st 2016, I have been advice that there was no further balance on my account. In the middle of November, the new tenant of my former home called me very angry and upset that he has been trying since two weeks to set up his account with Frontier, but finally was informed that my phone service did not got cancelled yet as Frontier had promised us on October 20th 2016. We gave Frontier the original confirmation number of our cancellation, and Frontier said that they are going to take care of it the same day. Obviously we got billed for that time frame incorrectly as Frontier is stating that we have a balance coming from the next billing cycle November 4th, to December 3rd. We should not have been billed anything from that time frame, as we should have been disconnected November 1st. In any case, we NEVER received ANY INVOICE from Frontier after we had cancelled the service on October 20th. There was no way for me to be aware of ANY outstanding balance. Frontier never contacted me via mail, email or phone to send me an invoice or inform me of any outstanding balance. Checking my credit report in March 2016, I learned that Frontier had reported me as delinquent / charge of account to the credit bureau, damaging completely my credit. I called Frontier immediately and tried for 4 weeks to explain the situation, and all I got was a very rude incompetent response. I requested several times a proof of an invoice being sent and received by myself, but Frontier told me they don't have a record of sending me an invoice. Going over my account, I discovered that Frontier had a wrong last name on my account, and an complete address, and they seem to not care at all. Frontier has made one contempt to contact me, and a very rude and unfriendly person told me that there is nothing Frontier can do about this, which is unheard of. Clearly Frontier made a huge mistake not sending me an invoice of $168 dollars, but on top of it, reporting me as delinquent and destroying my credit. Everything is completely paid in full, and I want Frontier to report my account NOT as a charge of account, but as an account paid as agreed, on time and in full. It is horrific to imagine that a company like Frontier would treat a customer for over 10 years so badly, making a huge mistake not sending the customer an invoice, and then reporting the customer as delinquent. This is absolutely unacceptable.
Regards,
[redacted]

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

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: Ms. [redacted] advises she paid a deposit to establish internet service and was advised it would take 6-8 weeks to receive a...

refund. Frontier has investigated the above statements and offers the following response: Frontier advises that a refund totaling $65.00 was returned to the credit card on 9/27/17. 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 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.

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.

Tell us why here... 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] states that Frontier had problems locating her account since April 1, 2016.  Ms. [redacted] advises...

that once the Frontier technician fixed her Internet her Frontier telephone started ringing short calls or phantom calls every fifteen to twenty minutes.  The telephone would ring a short ring and stop.  Ms. [redacted] advises a Frontier service representative suggested a number changed to her but it did not solve her issue.  Ms. [redacted] states she has spent at least eight hours on the phone with Frontier and is asking for a $50 credit for her service issues and time spent on the phone with Frontier trying to resolve her issues.  Ms. [redacted] states she called to cancel her service on May 3, 2016 and is now with another service provider.Frontier has investigated the above statements and offers the following response:Frontier does apologize for the any service issues Ms. [redacted] may have experienced.  Frontier also apologizes for any time spent on the phone with Frontier reporting her issue. Ms. [redacted]’s Frontier service has been cancelled with an effective date of May 3, 2016.  Ms. [redacted]’s May 16, 2016 bill will be prorated with a credit back to May 3, 2016.It is Frontier’s policy to give an out of service credit for anytime a customer’s service is out more than twenty four hours.  Ms. [redacted] was without her Frontier Internet service for four days.  Ms. [redacted] also had telephone issues from approximately April 16, 2016 to May 3, 2016 when she cancelled her service (approximately seventeen days).  Frontier has issued a $50 credit for these service issues and as well as any aggravation she may have experienced while on the phone with Frontier explaining her issues. 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.