Frontier Communications Corp.

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 her internet speed is slow. Ms. [redacted] would like an adjustment to her account made to the for the differential of her new bundle price and what she was paying for service the last few years.   Frontier has investigated the above statements and offers the following response:   Frontier has investigated Ms. [redacted]’s account and has determined that Mrs. [redacted] resides in an area where high Internet usage during peak periods could be affecting Internet service speeds. Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference.  Customer speeds may vary over time.Frontier advises that an order was placed to change Ms. [redacted]’s phone and internet package to more economical plan that will better match the availability of internet connection in Ms. [redacted]’s area. Frontier advises that a $50 one-time courtesy adjustment has been placed on 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 find that the resolution is satisfactory to me regarding the refund of funds I was over charged. However, this does not resolve the issue of a credit check being ran without my authorization resulting in a inquiry on my credit report. I would like this inquiry to be removed from my credit report.  Regards, [redacted]

Per Frontier records, Ms. [redacted]'s $20 promo was not activated on her account.  On January 5, 2017, a Frontier agent created an order to activate the $20 discount.  Going forward Ms. [redacted] will bill  $150.97 plus taxes per month.  A credit in the amount of $30 has...

been applied to her account.  Ms. [redacted] is satisfied with the resolution.  Case closed.

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] states that Frontier failed to cancel services as requested and continued to bill for services.  Frontier has...

investigated the above statements and offers the following response:Frontier investigated Ms. [redacted]’s complaint and advises that as of July 8, 2016 the Frontier service has been cancelled. Frontier advises Ms. [redacted] that as of August 29, 2016 the Frontier account has a zero balance. Frontier has issued a credit for $92.50 in Early Termination fees and an additional $186.62 to credit back services to June 1, 2016. Frontier spoke with Ms. [redacted] on August 29, 2016 and she is satisfied with our resolution. 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.

After further review, Mr. [redacted] was charged for an installation fee, a router fee and is on term that was not advised in the initial sales call.Mr. [redacted] received a total credit of $108.60 due to the installation charge, a router fee, incorrect proration, and a courtesy credit.Mr. [redacted]...

pricing going forward will be $60.00 before taxes for 6 months, then $70.00 before taxes thereafter.

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 and that the information that was provided is completely false. Frontier stated that I claimed to have moved out the address [redacted] on March 1, 2016 to the state of Texas. That is completely inaccurate. I never resided in Chino, CA. Please see attachment (December 9, 2014) of my home address in California. At the end of December 2014, I then moved to Texas. Please see attachment (January 9, 2015) of my home address in Texas. In March 2016, I then moved to my current address here in Texas. Please see attachment (mortgage statement) Frontier is also claiming that I called in March 2016 to disconnect the services. That is also false because I never lived at the address that the services were being used at. My sister was the one who was residing at the address that Frontier/Verizon was servicing and I had no indication that this account was under my name. Verizon failed to note the account of disconnection in March 2016 and when it was sold to Frontier, Frontier kept the account active and kept charging the account even though no payments were being made. Frontier is also claiming that the services were being used after March 1, 2016, which isn't correct either. I have documentation showing that the house was vacant and listed for sale until it was finally sold in October 2016. Please see attachment (Redfin listing). It is not possible that the services were being used after March 2016 because my sister had possession of all the equipment at her new residence because it was never returned. The equipment was not returned to Frontier until 2/14/17. Please see attachments (Tracking number 1 and tracking number 2). I also have a letter from my sister's landlord stating that she had began living at that address starting March 1, 2016. No where in the letter does it state that I had moved to 12851 Ramona Ave. Please see attachment (Letter from Dennis C[redacted]). Frontier has failed to provide any documentation that the services were actually being used after 3/1/16. This is what they are claiming.
For your reference, details of the offer I reviewed appear below.
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:   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.

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 discontinued voice service but kept Internet service. Customer states she has...

requested to discontinue service unsuccessfully.   Frontier has investigated the above statements and offers the following response: Account research located service order [redacted] completed December 2, 2016 removing the voice service and TV service.Records show Ms. [redacted] is currently billing for FiOS 50/50 internet.   A Frontier representative attempted unsuccessfully to reach Ms. [redacted] A contact letter was sent on February 28, 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 him bringing this matter to our attention.The Complaint states that: Customer was paying $50.00 for his internet services and he is not getting the internet speed he is paying for. Frontier has...

investigated the above statements and offers the following response: There was no account number associated with this complaint but I have found an account by the address. The account is ###-###-####. He is paying $34.99 for the internet service which is speeds of up to 6 Megabytes. He is also paying $ 4.99 for the internet security. Frontier has tried to contact Mr. [redacted] at his can be reached number of ###-###-#### three times and has been unable to make contact. Frontier has sent him a letter today March 15, 2016. Frontier has also tried to contact the account holder [redacted] at her can be reached number ###-###-#### and hasn’t heard anything yet. 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 case of [redacted] to our
office for review.  We appreciate you
bringing this matter to our attention.On November 28, 2017 we issued a credit of $52.39 to zero
out the customer’s November 1, 2017 billing statement. We attempted to contact the customer to...

advise of the above
information but we were unsuccessful.We apologize for any inconvenience this may have caused the
customer.  We trust this information will
assist you in closing this case.Frontier Communications.

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] advise Frontier she is having a hard time getting Frontier to finish her telephone repair.  ...

Frontier has investigated the above statements and offers the following response:   Frontier spoke with Ms. [redacted] on March 3, 2017 and was informed the temporary wrap issue has been repaired and the service is working well now.   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.
Regards,
[redacted] Attempts to close the account were started in February 2016, FRONTIER NEVER RESPONDED OR ANSWERED THEIR PHONE multiple times, that is why they have no record of contact. I was out of contract and the service should have been canceled when it went 60 days past due.

Frontier has reviewed the account of Mr. [redacted] and finds that he was billed on his March 2016 billing for tech isolation charges for a ticket worked on 2/22/16. ·         The first hour billed at $85.00 and the additional 30 minutes billed at...

$42.50 as the technician did advise that inside work had to be done at the residence. ·         On 7/27/16 the technician noted that the dial tone tested good to the building terminal and that the customer was trying to get a new inside wire hooked up for another line 782-0145. ·         On 8/1/16 a technician again noted that inside wiring was done and billable charges would apply. ·         This wiring for the two separate tickets did result in two charges in the amount of $85.00 each. ·         Frontier finds all charges valid and no adjustments are warranted. Thank You, Cindy M[redacted] Executive Consumer Relations

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that the attached Frontier equipment was replaced on April 12, 2017.Frontier issued an adjustment for the amount of $75.00 in addition to the adjustment of $39.98.Frontier advises that...

the $75.00 credit adjustment will reflect on the statement in 1-2 billing cycles. Frontier spoke with Mr. [redacted] regarding the above. Mr. [redacted] advises that the internet service has improved since the last technician visit.  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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]I spoke this evening to Mark F[redacted] the representative from Frontier. His position remains that it's too damn bad I was unhappy and frustrated with the level of service I received from them. I was lead to believe that their service would be adequate and I was lied to. I would like to be reimbursed a minimum of 30% of what I paid for their service which is not acceptable to them. That is where we stand at this point. We could not come to a resolution which was acceptable to me.

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 recieved a call and spoke with a representative of the company. She was very polite and resolved my issue. She also gave me her direct line to use if I have any further issue from Frontier. 
Regards,
C. [redacted]

Frontier
CommunicationsThank 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] states that he only requested internet service at $29.99, but was billed for phone $27.99 and...

Frontier Secure $9.99 each month in addition to his internet. Mr. [redacted] was also told there would be no one time charges to connect the internet, but he was charged for the modem, along with phone install charges.Frontier has investigated the above statements
and offers the following response:Frontier review the account and we show that cust was billed for a bundle that included phone and Frontier Secure. Frontier records indicate one-time installation fees accessed to the account.Frontier advises this account is written off and is handled by an outside collection agency. Should the wish to dispute the charges they will direct concerns to Credit Collection Services at ###-###-####.Frontier provided correspondence with the above information via email and voice message. Frontier also spoke directly with Mr. [redacted] and he expressed he understands he needs to contact collection agency to dispute. We trust that this information will
assist you in closing this complaint.  We
apologize for any inconvenience the customer has experienced as a result of the
above matter.Frontier Specialist: Joe K[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: [redacted] states she has just kept Internet service on her account with Frontier, and is being...

advised that she has to pay the entire amount being shown on the printed bill. Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records show Ms. [redacted] removing her phone and TV service due dated for July 5, 2017. Frontier advises that our records show Ms. [redacted] retaining her internet service with Frontier.Frontier advises that the changes made to the account were made in the billing cycle beginning on July 2, 2017, the change was made on July 5, 2017, and the bill had been printed.Frontier advises that Ms. [redacted] has been contacted by email with the following choices concerning her bill, 1. She can pay the bill in full and receive credit applied to the next billing cycle. 2. She can wait for the next billing cycle which would reflect the prorated charges of service she had as well as the remaining prorated charge of internet service kept on the account. Frontier has made an attempted to reach [redacted] ; however, Frontier has been unsuccessful in speaking with her. 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:Frontier has offered no resolution the answer to the original complaint was no answer at all they did nothing in response to my complaint. I have not been credited for the services I played for but did not recieve and as of this date 2/13/18 I am still being charged and now I can make no calls from the land line phone long distance or local. So if anything the situation is worse 
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.
Regards,
[redacted]

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] states that she put a large deposit down for Frontier services and had to wait weeks to get the service...

installed. The service is still not working. She wants a full refund because the install was never completed.   Frontier has investigated the above statements and offers the following response: Frontier reports that Ms. [redacted] called for new services with Frontier on December 12, 2018. Frontier received a call from Ms. [redacted] that the services were not working when the tech left the house. Frontier went to Ms. [redacted]’s house on January 6, 2018 and repaired the services. Frontier issued a onetime out of service credit of $22.97. Frontier spoke to Mr. [redacted] on January 10, 2018 and he confirmed the services are working to his satisfaction.  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.