Frontier Communications Corp.

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.
I was assured by a service representative that a full month credit would be applied to the account, not merely the prorated 22 days.  When bank and credit card statements provide confirmation that the full month has been properly credited to my parents' account (or a refund issued), then I will consider the matter closed.  For the record, the 22 day outage, although currently resolved, has prompted my parents to switch to a different phone carrier.  Frontier's inability to correct the problem in a remotely timely manner has completely dissolved any remaining good faith or confidence in Frontier Communications.
Regards,
[redacted]

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: When Mr. [redacted] first signed up with Frontier, he was promised that his package would include a free [redacted] subscription, but when...

the service was installed he found that was not included after all. Mr. [redacted] has reached out to Frontier on multiple occasions to resolve this, however he is being told that nothing can be done.   Frontier has investigated the above statements and offers the following response: ·         Frontier has reached out to Mr. [redacted] and advised that while we do provide a [redacted] channel with our TV service for viewing convenience, a [redacted] subscription must be purchased by the customer in order to use/have access to it. ·         [redacted] is a separate company from Frontier, Frontier is unable to offer promotional subscriptions to [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 Mr. [redacted] bringing this matter to our attention.   The Complaint states that:   Mr. [redacted] advises that on June 25, 2017, he called Frontier to request cancellation of his internet service...

effective July 27, 2017, but the service was erroneously disconnected on June 27, 2017. Mr. [redacted] advises that Frontier informed him that in order to reconnect his internet service, a new account would need to be created.  Mr. [redacted] advises that Frontier needs to refund him his current balance of $59.11 for services that he did not receive.   Frontier has investigated the above statements and offers the following response:   Frontier advises that Mr. [redacted]’s internet service was disconnected one month too early, on June 27, 2017, in error.  The billing cycle started on June 22, 2017, and since Frontier bills one month in advance, a partial month credit will automatically be generated for the dates that the customer no longer had service, from June 28, 2017 to July 21, 2017.  The amount of credit will come to approximately $49.26, and therefore, Mr. [redacted] would only owe $9.85 for the 5 days during the billing cycle in which he had active service. Frontier advises that a new account was set up for the customer in order to reconnect his internet service, which was activated on July 6, 2017. Frontier spoke with Mr. [redacted] on July 7, 2017, confirmed that his internet is currently working and that the customer will not be responsible for paying any installation or activation fees for the new account.  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 has experienced numerous billing issues with Frontier.Ms. [redacted] also advises she had a...

payment taken out of her account of $1339.98 she did not authorize.   Frontier has investigated the above statements and offers the following response:   Frontier advises an investigation of the account reveals Ms. [redacted] billing issues were due to her being double billed for her services since September 1, 2016. This has now been corrected. Frontier advises Ms. [redacted] was also charged for premium device protection and a router rental fee, both of which have now been removed. Frontier advises credits totaling $1633.95 since September 1, 2016 to correct Ms. [redacted]’ billing. Frontier advises a Frontier representative has spoken with Ms. [redacted] who did advise the $1339.98 payment was paid to us in error. The payment has been reversed back to Ms. [redacted]’ account as of November 14, 2016. Frontier advises Ms. [redacted]’ outstanding balance is $1277.44. Frontier advises if Ms. [redacted] is unable to pay the total amount owed to contact our collections team at ###-###-#### to discuss possible payment 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.

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] This has not been resolved.  9/24/17I also indicated to the representative to email me only, because of a hectic schedule. I also spoke with Citi re: my refund they say it will be processed, but I have heard that many times before.I WILL CONSIDER IT RESOLVED  WHEN I GET MY REFUND.  At that time I will notify the Bureau.  Thank you so much. [redacted]

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] advises her Frontier bill has continuously increased without explanation.Ms. [redacted] also advises her due date changed without her permission or knowledge.  Frontier has investigated the above statements and offers the following response:  Frontier advises Ms. [redacted] bill has increased due to a missing payment for her 4/16/16 billing cycle. Ms. [redacted] did make payments in April that had went to her past due for charges from 2/15/16 -4/15/16. Frontier advises every bill cycle that Ms. [redacted]’ balance is not paid in full will result in a late payment fee, which is also contributing to Ms. [redacted]’ inclining balance. Frontier advises due dates are based on the bill cycle date. Customer’s bills are due 25 days after their bill generates. Ms. [redacted]’s bill generates on the 16th of every month. Since Frontier and Verizon have different billing systems, it is possible converted accounts may experience a change in their due dates. Frontier has contacted Ms. [redacted] and advised of the above statements, as well as, attached copies of her May and June billing to show that the balance was unpaid.  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.

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.
I was told a refund would be mailed on September 10th and that I would also receive  a billing statement outlining the over payment of charges. I would like to have an additional 15 days beyond September 10th to verify this before closing my complaint.
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:  Mr. [redacted] is disputing the early termination fee that Frontier has billed him on his service...

that was disconnected on May 31, 2016. Frontier has investigated the above statements and offers the following response:  Frontier spoke with Mr. [redacted] and reviewed with him that Frontier had given a partial credit off his Frontier account for issues that he had with his Frontier services and the early termination fee that he acquired.  Frontier has issued Mr. [redacted] an additional credit for the early termination fee and issues he had with his service.  With the credits given Mr. [redacted] currently has a zero balance with Frontier.  Frontier has apologized to Mr. [redacted] for any inconvenience that he has experienced and he is satisfied with the resolution. 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 Ms. [redacted] to our office for review. We appreciate Ms. [redacted] bringing this matter to our attention.   The Complaint states that:   Mr. [redacted] explained he filed the Revdex.com complaint on behalf of Ms. [redacted]...

[redacted]. Ms. [redacted] advises she wanted to port her number, but she closed her account before requesting to port. Frontier has investigated the above statements and offers the following response: Frontier made several attempts to reach Ms. [redacted], but have been unsuccessful in speaking with her. Frontier spoke to Mr. [redacted] on September 22, 2017.Frontier explained port process and explained they could open a new account and have number assigned.Frontier advised that they would be responsible for one month of billing, activation fee and taxes, surcharges. He understands process and will call us if they decide to open account to port the number.   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 find that this resolution is satisfactory to me.  Thank you so much for your kind assistance in this matter.[redacted]

Frontier advises that new customers that cannot be identified through credit verification transactions will be required to provide positive identification prior to services being installed. Frontier mails POSID forms directly to customers and the form is also available online...

at Frontier.com/PositiveID.  Frontier’s POSID form requires two forms of identification and at least one must be a picture ID and at least one must be state/government issued. The POSID form must be notarized and copies of the identifications presented to the Notary Public must be mailed/faxed Mail: F[redacted] Frontier spoke with Ms. [redacted] August 31, 2017 and advised of the above.

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: Mrs. [redacted] stated she requested to have phone disconnected back in August of 2016.Mrs. [redacted] is requesting...

credit for the phone that she has been billed for. Frontier has investigated the above
statements and offers the following response:After a review of Mrs. [redacted]’s account, Frontier show that there was an order on August 20, 2016 however the order eroded out.Frontier records that we sent Mrs. [redacted] a monthly statement advising of the charge for the phone line and our records show no contact until November 2017. Frontier records has agreed to issue credit in the amount of 264.81. Please allow 1-2 bill cycles for this credit to reflect on the customer’s bill.A Frontier representative has spoken to Mrs. [redacted] and advised of the credit however customer is not satisfied with outcome. We trust that this information will
assist you in closing this complaint.  We
apologize for any inconvenience that Mrs. [redacted]
has experienced as a result of the above matter.Frontier Specialist: Tocoma
K.                             Department:
General Manager

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.

Thank you for referring the
complaint of Stephanie
[redacted] to our office for review. We appreciate Ms. Brunner
bringing this matter to our attention.The Complaint states that:Ms.
[redacted] states that she has been without service for a week.Frontier has investigated the
above statements and...

offers the following response:Frontier repaired the underground cable on August 31, 2016.The cable was damaged due to lightning.Frontier spoke with Ms. [redacted] on September 1, 2016 and verified the service is working.We applied a credit of $9.21 due to service issues.We trust that this information
will assist you in closing this complaint.  We apologize for any inconvenience that Ms. Brunner
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 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

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] is disputing his bill for services from Frontier. Frontier has investigated the above statements and offers the following response: Frontier advises that the correct price for the package that Mr. [redacted] subscribes to is $113.99 per month plus taxes and surcharges.  Frontier communicated the above information by phone on October 19, 2017 and included direct contact 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.

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] 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.

Frontier Communications   Thank you for referring the complaint of Ms. [redacted] to our office for review. We appreciate her bringing this matter to our attention.   The Complaint states that:   Ms. [redacted] advises of being billed for unauthorized third party vendor services on the...

Frontier statement. Ms. [redacted] advises she was quoted that she would receive one month credit for the third party services. Ms. [redacted] advises that she cancelled service with Frontier and has now received a higher statement.   Frontier has investigated the above statements and offers the following response:   Frontier investigation found that Ms. [redacted] was being billed by ILD teleservices for a directory services. Frontier has issued credit for each statement that Ms. [redacted] was billed from the third party vendor. Frontier has spoken to Ms. [redacted] and has issued credit to correct Ms. [redacted]’s closing statement.  Ms. [redacted] has been provided direct contact information for future concerns to be addressed.   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 [redacted] to our office for review. We appreciate him for bringing this matter to our attention.   The Complaint states that: Mr. [redacted] placed an order to move his service from one address to another and the order did not work, he had no working...

service but was billed for service. When he received the bill it was the wrong pricing.   Frontier has investigated the above statements and offers the following response: Frontier reissued the service order and connected service. Frontier has issued credit for days billed not used, Frontier has applied the correct bundle discounts to the account. Frontier has spoken to Mr. [redacted] and advised of credits issued for days billed not used and will follow up on the account to review October bill for accuracy.     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.