Frontier Communications Corp.

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.

Frontier has investigated Mr. [redacted] account and has determined that Mr. [redacted] resides in an area where high Internet usage during peak periods could be affecting Internet service speeds. Frontier advises that it is continually working to improve its network and its customers experience,...

however, Frontier has no specific plans for upgrades in Mr. [redacted] area at this time.

The Complaint states that:   Ms. [redacted] advises that in January 2017 she contacted Frontier to save money on her bill and decided to cancel phone line. Ms. [redacted] advises that she was charged a $200 early termination fee that she was not made aware of prior to removing her phone line. ...

Despite many attempts, Ms. [redacted] has not been able to resolve this through Frontier’s Customer Service Department. Frontier has investigated the above statements and offers the following response:  Frontier advises that a $200 adjustment was issued on May 12, 2017.Frontier spoke to Ms. [redacted] on May 18, 2017 and advised of the credit issued on the account and new balance. At this time, we agreed to follow up on Ms. [redacted]’s bill in June to ensure its accuracy, and credit any further late fees.

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 Mr. [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention.   The Complaint states that:   Mr. [redacted] advises that he was quoted less than what he was paying before for faster internet and more...

channels. Frontier has investigated the above statements and offers the following response: Frontier advises that our records show Mr. [redacted] was quoted 121.98 plus taxes and surcharges for 12 months for a triple play with Phone, Ultimate HD Video package and 100/100 internet speed.Frontier advises that this offer will expire on December 2, 2017.Frontier advises that we have issue credits on the January, February and March 7, 2017 statement to reflect the correct offer. Frontier spoke to Mr. [redacted] on March 7, 2017 and he was satisfied with this resolution.

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.

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.

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.

Frontier CommunicationsThank you for referring the
complaint of Maria
[redacted] to our office for review. We appreciate Ms. [redacted] bringing
this matter to our attention.The Complaint states that:Ms. [redacted] made over 3 calls to Frontier to cancel her current services and place an order to move...

service to her new address and technician never arrived to install service at new homeFrontier has investigated the above
statements and offers the following response:When Ms. [redacted] called on 7/31/16 to cancel her service and representative she spoke to offered to move her services (re-bundled with new discounts) she agreed and scheduled install date.There was a very large balance owing over 60-days past due.Frontier will not allow a move of service order until past due balances are paid.Frontier has reviewed with Training Division for possible refresher the importance of keeping customers apprised of status so they are not waiting all day for a technician that won’t be there.Ms. [redacted] paid her total past due balance on 7/31/16, however, it takes 24-48hrs for this to show in the Frontier systems before a new order.Customer service representatives should have been communicating clearly and place the move order for follow up once past due balance paid was reflecting on the account.Frontier has added an 8-day service credit on Ms. [redacted] account for the 8-day time difference of her initial call she made to disconnect her services to when her account was actually disconnected.Total credits = $-61.05CR that she will see reflected on her 10/7/16 billing statement.Frontier has reviewed all with Ms. [redacted] and has informed her of the billing after disconnect process so she understands why she is receiving statements so far after her disconnection of service.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:
Rebecca N[redacted]        Department: Executive
Consumer Email: [redacted]                                                  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 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] J [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention.   The Complaint states that: Mr. [redacted] states that he cancelled his Frontier account and had a balance remaining that he was disputing. Mr. [redacted]...

states that he requested to establish a new account and made a payment to fulfill what was remaining on the previous cancelled account.Mr. [redacted] states that he received a statement owing $81.91 on the cancelled account. Mr. [redacted] states that he contacted Frontier and was informed that the $81.91 balance was incorrect and the amount would be removed. Mr. [redacted] states that he received another statement advising him that he owes $81.91.  Frontier has investigated the above statements and offers the following response: Frontier advises that Mr. [redacted]’s Frontier account was cancelled on October 05, 2016.Frontier advises that Mr. [redacted]s balance was $339.57 as of January 1, 2017.Frontier applied a courtesy credit of $100.00 on January 5, 2017.Frontier advises Mr. [redacted] made a payment of $100.00 on January 5, 2017.Frontier advises Mr. [redacted]s deposit refund of $57.66 applied to his account on January 6, 2017. Mr. [redacted]’s remaining balance as of January 6, 2017 was $81.91.Frontier determined that Mr. [redacted] was advised that the $81.91 balance would be removed on February 1, 2017. Frontier advises the adjustment was not applied properly on his Frontier account. Frontier applied the adjustment of $81.91 on March 22, 2017.Frontier spoke with Mr. [redacted] on March 22, 2017 and advised the information above. Mr. [redacted] is 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the financial resolution to my complaint has been satisfactorily resolve.However, concerning the other issue, Frontier does not have, nor do they appear to plan on having, a follow-up e-mail sent to the consumer listing the services and rates agreed to by Frontier and the inquiring customer over the phone.  Frontier's former "existence" as Verizon provided such a confirmation e-mail to its customers.    By Frontier not providing this confirmation leads to a situation such as mine where in the even of a follow-up disagreement between Frontier and the customer on what was agreed to over the phone, the customer and, indeed even Frontier, are left with a "he said-she said"situation. This ends up as poor public relations.Regards,
[redacted]

Our records indicate Mrs. [redacted] called our office on August 24, 2016 inquiring about lowering her rate; which representative quoted her $188 a month. Once the September 16, 2016 statement was printed and ready the rate was higher per month. On October 18, 2016 representative was able to reduce her...

monthly rate down to $178.97 + taxes. This will appear on her November 16, 2016 billing statement.November 11, 2016 Frontier spoke with Mrs. [redacted] acknowledging her concerns and advised of new rate. In addition, we issued a credit for the difference of the quote given on August 24, 2016. Total credit provided is $91.42. We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Mrs. [redacted] has experienced because of the above matter

Thank you for referring the complaint of [redacted] to our office for review. We appreciate Revdex.com bringing this matter to our attention.   The Complaint states that:   Mr. [redacted] is disputing internet installation charges. Frontier has investigated the above...

statements and offers the following response: Frontier advises Mr. [redacted] placed on online order for internet, the $ 75.00 installation charge was advised to customer before submitting the order. This is a standard installation charge when customer is ordering standalone internet. A technician did go out on December 18, 2017 to install the internet. Charges are valid and no credit due.Frontier spoke with Mr. [redacted] on March 27, 2018 and reviewed the above. 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.They came and hung the wire so cars could not run over it but never fixed or ran new cable.  My PHONE and INTERNET both were on and off for over a month.  I'm still having issues with the internet going out.  I called again and was modem and was transferred to tech support where I wasted 30 mins of my time to be told that my service still was not fixed there was still an open ticket for new cable to be ran and that was the cause of my internet going in and out.  And for all my trouble of missing several days of work, due to no PHONE and INTERNET service Frontier offered me a big $35 credit thanks a lot.  You give customer bad service dont want to take ownership of the poor service and still except people to pay for it.  Why dont you give me 3 months of free service and pay for all my days I missed worked due to your poor service and not wanting to come out and fixed your equipment. 
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:   Frontier installed services when told not to.  Has called 10 times to stop billing and sending bills.   Frontier has investigated the above statements and offers the following response:   Amanda’s original order was given a due date of 4.6.15.For some reason the original order was cancelled and [redacted] called Frontier and set up another installation date for April 10, 2015. The installation on April 10, 2015 was a self-install and modem left on porch.[redacted] called Frontier on April 20 and asked why they got a bill?Frontier has zeroed out the balance, and [redacted] was satisfied.   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: [redacted]                           Department:  Customer Relations Telephone Number: ###-###-#### ext; 4391     Fax Number: ###-###-####

Frontier has investigated the above statements and offers the following response:   Frontier advises that Mr.  [redacted] never reported a service issue to Frontier.Mr. [redacted] was provision for speeds as fast a 6Mbps.Frontier finds that Mr. [redacted] owes for the connection of service and the...

service from September 21, 2016 through October 3, 2016.Frontier finds that no additional credit is due to Mr. [redacted]. His balance is $115.49.  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.

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.

Our records indicate Mr. [redacted]’s contacted Frontier Communications on June 6, 2016 via our Chat services and requested to have services disconnected the date mentioned above to avoid any future charges.  After reviewing account, we are not showing representative placed order to finalize account as requested by Mr. [redacted]s’s.October 26, 2016 Frontier Communication placed order [redacted] to finalized account, effective June 6, 2016. This gave a total credit in the amount of $914.72. However, $45.45 was not credited to his account. On November 29, 2016 Frontier issued a manual credit of $45.45, and has been approved. This will give Mr. [redacted] a zero balance. We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Mr. [redacted]’s has experienced because of the above matter.