Frontier Communications Corp.

Frontier Communications     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] had internet connection issues starting in January.  Ms. [redacted]...

contacted Frontier on 1/17/2017 and 1/23/17. Shortly after that time, Ms. [redacted] went online and noticed her bill had increased from a normal $75.00 to $220. Ms. [redacted] was charged for a technician isolation charge, as well as having the services upgraded without her knowledge. Ms. [redacted] contacted Frontier regarding the billing issues and repair issues several times, resulting in a technician placing a plastic bag over the exposed wires, and multiple credits to attempt to correct the balance on the account. Ms. [redacted] requests credit for all overcharges, as well as $196 for the time spent resolving the billing and service issues.   Frontier has investigated the above statements and offers the following response:   Frontier investigated the calls from January 2017. We were unable to locate any call notes from January 17, but we were able to review the call from January 23, 2017. At that time an order was placed to upgrade Ms. [redacted]’s services without her authorization.  The agent’s manager has been notified to provide coaching and training. Subsequently all upgraded services were restored back to their initial status and all overcharged amounts were credited back to the account. A technician isolation charge in the amount of $85 was credited back to the account as of February 20, 2017. Additionally, a time out of service credit in the amount of $106.08 has been applied to the account for the service issues between January 23, 2017 and February 28, 2017. Frontier does not provide credit for time spent resolving a billing issue. At this time, the account is closed and the phone number has been ported to another service provider.  The account has a credit balance of $17.53 that will be refunded to Ms. [redacted].  Refunds can take 2-3 bill cycles to verify no further account activity has taken place. 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.    Brian M[redacted] Executive Customer Relations Frontier Communications

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 [redacted] bringing this matter to our attention. The complaint states that: Ms. [redacted] advises that she cancelled her telephone line as of November 2016 and as of October 2017 she is still...

getting billed for calls to ###-###-####.  Ms. [redacted] advises that she has called every month for the past eleven months to get this solved.  Ms. [redacted] advises that she has been given credit each month and has been advised that it will stop and it happens again the next month. Frontier has investigated the above statements and offers the following response: Frontier investigated and found that the telephone number was still set in our system as a working number.  As of October 16, 2017 it has been removed out of the system and will no longer work.Frontier attempted to reach Ms. [redacted] to advise of the above but was unsuccessful.  Frontier left a message for Ms. [redacted] that included direct contact information.Frontier has applied credit for the calls in the amount of $15.20 and will appear on the next bill statement. We apologize for any inconvenience that Ms. [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.

Revdex.com:
I was not expecting a response to this complaint. I appreciate your efforts to resolve the issue. I am still dissatisfied with the fact that your business can deduct whatever amount they choose from my bank account without permission. For this reason, I have deactivated auto-pay and have considered cancelling your service. However, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me for now. 
Regards,
[redacted]

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 [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.

Frontier CommunicationsThank 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] Called and requested for service to be disconnected on July 26th,2017.Mr.
...

[redacted] is requesting credit back for the time he was billed past July 26th,
2017.Frontier has investigated the above
statements and offers the following response:Frontier review the account and we show that the account was disconnected on August 12, 2017. Frontier processes all orders at the end of the billing cycle. Frontier gave credits back from 8/12/2017 to July 26th 2017. Leaving Mr. [redacted], a valid and sustained balance of $94.95 for the proration’s in the month of July for service.Frontier attempted to reach Mr. [redacted] but was unsuccessful.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.Frontier Specialist:
Chelsie S[redacted]                    Department:
Customer Relations

Frontier Communications                            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] was attempting to cancel her services, but was not able to do so as a pending order for internet was stopping the process. Ms. [redacted] was charged for in state Washington calls, when she was advised previously she had an unlimited Washington plan. Ms. [redacted] was given a multi-device protection plan without asking for it.  Frontier has investigated the above statements and offers the following response: Ms. [redacted] had been setup with a lower price phone package that included 30 minutes of long distance.  It may not have been adequately explained that calls over 30 minutes would charge at $ .10 a minute.  Because of that, Frontier has credited back all additional long distance charges to the account.Frontier contacted Ms. [redacted] and advised of the credit to the account. During the conversation Mr. and Ms. [redacted] decided to retain their phone service. We agreed to a price and a package that suits their needs. Frontier verified the previously indicated multi device security plan was removed. Ms. [redacted] was provided my contact number for any future billing or service concerns.   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

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 have talked to numerous people since the date that they have said they have on file. I have lived here for 2 years and they have been here 4 times. 3 of those times replaced the box which in return was NOT the issue. And the last tech that was here said it was the issue in the main office here in town that they had the connection in the wrong spot. He corrected that and it was good for a day. I have kept track for the last week. I have dropped service every 15 minutes and at one time I had 15 mins in an hour that I was able to use my internet. I am sorry but you are incorrect on this and I know for a fact that I am NOT the only person having these same issues. The people that are next to where I work have also spent numerous hours trying to maintain their connection. This is a HUGE issue when we are paying good money for internet service that we are not getting provided by this company. I know for a fact that the replacement of the boxes were in 2016 and no one has come out this year because everytime they call I am at work, in meetings or they are having a tech call me back. So YES this is a BIG issue and I WANT it taken care of ASAP. I want what I am paying for and telling me it varies on so many things was not what the contract was signed for. It was never mentioned that hey you may not get this exact service due to the amount of people on, connection etc etc....... 
Regards,[redacted]

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

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

Frontier CommunicationsThank you for referring the
complaint of Martin
[redacted] to our office for review. We appreciate Martin
[redacted] bringing this matter to our attention.The Complaint states that:Contacted
Frontier to install phone and internet on May 8 with Direct TV.Issue...

2Direct
TV was installed but Frontier said all the ports were full.Frontier has investigated the
above statements and offers the following response:Frontier engineers were able to arrange a port for Mr. [redacted].The original order was put on ‘Delay of Order’ and rescheduled for June 22, 2015.Mr. [redacted] was satisfied with this result.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.Frontier Specialist:
David Neal                              Department:  Customer RelationsTelephone
Number: ###-###-#### ext; 4391     Fax
Number: ###-###-####

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

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]

Thank you for referring the complaint of Subway to our office for review. We appreciate [redacted] bringing this matter to our attention.   The Complaint states that:   Customer was incorrectly charged termination fees and caused billing errors.   Frontier has reviewed the account....

On June 7, 2016 a $1978.19 credit was applied for a termination fee. On August 17, 2016 $239.18 in credits were applied for billing errors. Account corrections also resulted in adjusting $601.90. All credits submitted will be update with next bill cycle. Customer has been provided with contact information for any future questions or concerns.   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 Mr. [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention.   The Complaint states that: Mr. [redacted] advises he signed up for two-year term that included a one-year subscription to Amazon Prime and has not...

yet received the subscription. Frontier has investigated the above statements and offers the following response: Frontier advises due to isolated error the Amazon Prime code was not added to the account.Frontier has issued a credit to Mr. [redacted]’s account equivalent to a one-year Amazon Prime subscription. Frontier spoke with Mr., [redacted] on April 18, 2018 and advised of the above. Mr. [redacted] was 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 [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 experienced issue with her telephone and internet service with Frontier. Ms. [redacted]...

states her bill increased when her promotional discount ended and she is now advised that to continue to receive a promotional discount she will need to agree to a contract.  Frontier has investigated the above statements and offers the following response:Frontier has investigated the account and does not find any evidence that there have been any reports of a service outage for her account within the last 60 days. Frontier records show that Ms. [redacted] ported her services to Frontier on October 19, 2015 and was receiving a promotional discount that ended in December 2015. Frontier advises that if Ms. [redacted] wishes to receive additional promotional discounts, she would need to agree to the terms of the contract. Frontier has made several attempts to contact Ms. [redacted] regarding this issue but has been unsuccessful in speaking with her.Frontier has mailed Ms. [redacted] a letter with direct contact information if she needs any additional assistance.  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: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

Hi,Ms. [redacted] made a payment arrangement with Frontier and did not keep it. This brought the past due Dish charges back to this account.  Not keeping that payment arrangement is why we couldn't make another one for her.  Frontier has explained her bill to her in detail.  Frontier is...

closing this complaint.Thank You [redacted]