Frontier Communications Corp.

Revdex.com:Enrique "Henry" Aldape had reached out to me earlier today. However, there is still $5/month difference between what I have agreed and what they have offered as a solution. After the discussion, I decided not to further dispute the $1.99/month internet infrastructure surcharge although it was not presented nor notified by the agent or any previous bills. However, I am still expecting the following monthly bill:       ($74.99 [FiOS 150/150]                  -     $40 Manual Credit)+     ($9.99 [Identity Security Bundle]     -     $5 Automatic Credit)+     ($1.99 [Internet Surcharge])+     Tax=    $41.97+TaxBased on my understanding of the phone call, there will only be a $35/month manual credit on the first item, FiOS 150/150, instead of a $40/month credit. However, Henry believes it was just a communication error over today's phone call and next month's bill will be billed as above, and advised me to wait for the upcoming bill and discuss with him if there are any issues, which I agreed. I have attached the chat log with the original rep for your reference, the message from 8:09am and 8:10am towards the end of the chat detailed the $40 manual credit and the $5 automatic credit. Thank you very much for your help.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] states he was advised when establishing service there would not be an early termination fee for...

disconnection of service. [redacted] also states that the cost of his service has increased and the internet service speed is not equal to what the speed he is paying for.    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 WiFi network interference.  Customer speeds may vary over timeFrontier advises for further assistance with his internet service performance issue to please contact Frontier technical support at ###-###-####. Frontier advises upon reviewing the account our records indicate that Mr. [redacted] has the Q1 2017 promotion in which upon disconnection of service the early termination fee will be waived.Frontier advises upon reviewing the account our records indicate Mr. [redacted] has been billed correctly for his service with Frontier.Frontier advises on February 1, 2018 Frontier spoke with [redacted] and advised of the correct billing of service, the early termination fee to be waived upon disconnection of service, and to contact technical support with service issues.Frontier advises Mr. [redacted] has a direct point of contact to Frontier. 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.

Tell us why here... Frontier has investigated the above statements and offers the following response: Frontier advises that Ms. [redacted]’s service was disrupted for non-pay on September 7, 2016 and was not restored until September 9, 2016.Ms. [redacted] reported her service was not working on...

September 10, 2016 after the restore order was completed.Frontier found that Ms. [redacted]’s location was affected by a network translation concern, which was repaired on September 15, 2016.Frontier has issued credit for her time with out service.   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 Ms. [redacted] bringing this matter to our attention.   The Complaint states that:   Ms. [redacted] advises that she has a billing discrepancy with Frontier.    Ms. [redacted]...

advises that she is expecting Frontier to credit her account for the amount that she had been overbilled. Frontier has investigated the above statements and offers the following response: Frontier advises that the promotional discount for the internet service did not get applied to the account, which resulted in the customer getting overbilled for the billing cycles of October 2017, November 2017, December 2017, and January 2018.  Frontier advises that the monthly rate for Ms. [redacted]’s internet service has been corrected to reflect the amount she had been quoted, which was $56.98.Frontier advises that a total of $194.71 in credits was issued for the amount that she had been overbilled in error, which included 3 late fees that had been charged on previous bills. Frontier notified Ms. Barron of the above statements on February 5, 2018.     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]
The business still hasn't explained how or why my bill doubled.  They have not contacted me or even made an attempt because they are aware we have issues with mail,  my phone was disconnected as part of my frontier service and I have no emails. I feel like I am getting the run around. My bill was stated to be 233. Ive only had service available to me for June July and 2 weeks in August. That is not 233 or 306. I want a correct explanation and my exact bill amount that coincides with services rendered. I can't be expected to pay for services not rendered

Tell us why here... Thank you for referring the complaint of [redacted] B. [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention. The complaint states that:  Mr. [redacted] advises a salesman quoted a promotional deal for a total monthly charge of...

$80.99 a month before taxes and fees.  Mr. [redacted] advises a sales order was drafted and signed.Mr. [redacted] advises after the installation he was billed a monthly charge of $107.00 before taxes and surcharges.  Mr. [redacted] called Frontier and was advises there was nothing that could be done and it cannot be honored. Frontier has investigated the above statements and offers the following response: Frontier investigated and advises Mr. [redacted] sent an email to Frontier with the Residential Sales Order attached.  Frontier will honor the price of $80.99 plus $9.99 for the monthly rental of the router for a total of $90.98 plus taxes and fees.Frontier spoke with Mr. [redacted] on February 6, 2018 and is satisfied with the resolution and has direct contact information.Frontier advises credit has been applied to Mr. [redacted]’s account for the over charge on his December and January bill in the amount of $32.04 and will be on his next bill statement. We apologize for any inconvenience that Mr. [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 this matter being brought to our attention.   Frontier has investigated the above statements and offers the following response: Frontier advises on October 13, 2017 an order was initiated to...

disconnect the account.The November 10, 2017 statement reflected a credit balance of $54.09.Frontier equipment charges totaling $375.00 posted to the January 10, 2018 statement. Credit was issued for the equipment. Please allow 1-2 bill cycles for credit to post. Once the credit posts a credit balance in the amount of $54.09 should generate to the account. On January 29th and February 01st, 2018 I left messages for Mr. [redacted] and provided my contact number should he require further assistance regarding this issue.   We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.   Sincerely,   Stacey M. Frontier Executive Relations

Thank you for referring the complaint of Mr. [redacted] to our office for review. We appreciate this matter being brought to our attention.   Frontier has investigated the above statements and offers the following response: On June 07, 2017 a technician was dispatched. The technician...

advised that he spoke with the customer and the customer no longer wanted the service installed. On June 6th and 12th, 2017 I left messages for Mr. [redacted] and provided my contact number should he require further assistance regarding this issue.   We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.   Sincerely,     Stacey M. Frontier Executive Relations

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.

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. 
Frontier, in their response, does goes to some length to paint a picture that they had served me well, and it was only a second, unforeseeable problem that left me without service.  The fact remains they closed multiple tickets claiming they had responded out and that the problem was verified as having been solved.  The alarm system in question has functioned reliably for years.  I am highly skeptical that their remote fix, conducted at the same time my alarm stopped working are unrelated.  When the technician responded to the premise, he simply unhooked the shorted line and was going to leave me with a randomly non functioning jack inside the house.  I pay for an inside wire maintenance plan and had to request very directly that the problem be resolved and the job not left incomplete.  This is when the issue with the alarm panel was discovered.  None of this would have be resolved without turning to the Revdex.com and without your assistance.  Some Frontier employees were helpful and courteous.  Others were not.  While my service is restored and a refund issued, I must observe the exceedingly low commitment Frontier displayed to delivering service and to their integrity. 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.
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]

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.  Please revise my current billing statement to reflect accurate amount agreed upon and not add any late charges due to Frontier's neglect of honoring contracted pricing agreed upon. Please email me  and mail me the Corrected and adjusted billing statement. 
Regards,
[redacted]

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] & [redacted] to our office for review. We appreciate them for bringing this matter to our attention.   The Complaint states that: Mrs. & Mrs. [redacted] state that they disconnected their Frontier service in February, they have a credit...

balance and would like their refund.   Frontier has investigated the above statements and offers the following response: Frontier spoke to Mrs. [redacted] on April 24, 2017 and advised a request for refund has been sent. Frontier called Mr. & Mrs. [redacted] on April 26, 2017 left a message on answering machine that the refund check is being processed and they will receive it within 7-10 days. Frontier’s refund policy is to issue a check 90 days from the date of service disconnection or termination. This time period is required to ensure all outstanding charges or credits are posted to the closed account. Frontier’s policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.     We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Mr. & Mrs. [redacted] has experienced as a result of the above matter.

Thank you for referring the complaint of Mrs. [redacted] to our office for review. We appreciate Mrs. [redacted] bringing this matter to our attention.   The Complaint states that:   Mrs. [redacted] advised she has a billing discrepancy with Frontier. Frontier has investigated the above...

statements and offers the following response: Frontier spoke with Mrs. [redacted] on March 7, 2018 and advised after reviewing the balance that the account balance was $45.98 more than it should have been credit was issued.Frontier advised the final balance on the closed account is $9.99 for a data disconnect that was charged when the service from the address she was moving from was billed for disconnecting. 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.

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 has been an on going issue with Frontier since December of 2016. I have attempted on numerous occasions to resolve this issue with them. My service went out in December of 2016. They scheduled to have a technician come out on December 19th. They sent the technician early and he left a new modem with a note to connect it. Then cancelled my appointment. It is not MY job to run diagnostics and connect modems. I am the customer. My time has value. I am not paying for service I did not have. I am also appalled that they want me to do work for them. Several phone calls later I finally recieved an out of service credit. I was advised that I would also receive credit for a missed appointment. That never happened. I then place an order to disconnect and that never happened. After emails to to the presidents office I am told I will receive credit. Then I get another email telling me I won't because my account is in collect! The lack of professionalism from this "communication" company is ridiculous. They have now tarnished my credit and they want me to pay for work I did. My time is worth more than they know. To date this has taken 14 phone calls and 7 emails! Please help me get Frontier to understand that this is not how they treat customers. I want this bill gone and my credit restored.THANK YOU!
Regards,
[redacted]

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

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 she was not being billed the monthly rate that she was quoted. Ms. [redacted] advises that she has requested Internet service only and was set up with phone service as well.   Frontier has investigated the above statements and offers the following response:   Frontier has found an error when order was written.  Frontier has been in contact with Ms. [redacted] and did advise that error has been corrected.  Frontier has issued credit for the difference of what Ms. [redacted] was quoted.  Ms.[redacted] advises she is satisfied with outcome.   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 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]
You still did not address the fact that I could not accsess my acct. for 2 weeks. I had to call sevrral more times before someone actually turned it in to a tech who fixed it.You were in direct violation of your own privacy policy.