Frontier Communications Corp.

Per Frontier records, Ms. [redacted] has already received the gift card(promotional item) that she qualified for when her services were activated.Her service was connected on 9/3/2016 and at that time she qualified for the $50 Amazon Gift Card for the products selected:  Fios Local TV + FIOS 50/50...

Data.  If she had selected the Preferred Hd, Extreme HD Or Ultimate HD TV packages, she would qualified for the $300 Amazon Gift Card.  She did not have the qualified products on her account.Ms. [redacted] spoke with a Frontier agent and opted to cancel her service on 2/14/2017 with order number [redacted].If we can be of any other assistance to Ms. [redacted] we will be more than happy to speak with her at [redacted] ext [redacted].Case closed.

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.

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 will be speaking with legal counsel on this matter. I paid Frontier for service from September to June in the sum of: $1,407.27 (here's what I have paid and when: $127.33 (told to -25$ for not being able to connect service on promised date - First incorrect billed amount of: $152.33), From this point forward all bills over 200$ - Paid as directed by representative on the phone who just kept saying "your account is being worked on; This should correct it; Don't know why the promotional rate is staying on" etc.....10/13: 139$, 11/04: $206.69, 12/28: $140.95, 1/23: $140.95, 2/02: $140.95, 3/15: $140.36, 4/13: $140.95, 5/19: $203.49, & 6/23: $26.60 - Told paid in Full till next billing cycling; via voice mail.)Thank-you for your time and efforts; much appreciate the work The Revdex.com does for consumers.
Regards,
[redacted]-[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.

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]

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.

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.
On May 8th, when I spoke with a Frontier representative named Daniel (in Connecticut) I was requested to make a payment of $234.59 before they would be able to help me make any adjustments to my plan of service. I made that payment immediately (confirmation # [redacted]) I was also transferred to someone named Karen at 6:29 pm to complete the call.  That evening we had no internet service and have had none since then except for a hot spot that our son let us use of his. We also have used the service of our daughter who lives 3 miles from us. This is an inconvenience for us but we made the choice because of our financial situation. [redacted] is a dairy farmer and [redacted] is a retired teacher. I do not know why the billing service did not remove the charges from us until June 20th, but we did not have service after May 8th. We agree that there was a remaining balance of $121.53. We are willing to pay this amount and the cost of land line service for the months of May and June.We now realize that there was a $200 charge for early termination and we were shown that this disclaimer appears on the back page of the bill. However, we were not advised about this by the any representative that we spoke to on the phone or in any of the online chat sessions when we were seeking to resolve this matter. We have been loyal Frontier customers for at least 20 years. As far as disconnection of the land line service for lack of payment, this occurred on our end on July 6th and July 10th. We were unable to call out after July 6th and we received no incoming calls after July 10th. We have repeatedly tried to resolve this issue. We are also both older than 62 and the disconnect notice indicated that we would have more time to resolve the issue.
Regards,
[redacted]

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: ###-###-####

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 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]

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.   The Complaint states that:   [redacted] advises that due to issues with services, she would like to have her bill zeroed and her account disconnected..  Frontier has investigated the above statements...

and offers the following response: Frontier advises that credit in the amount of $107.98, has been placed on the account in order to zero the balance.Frontier spoke with [redacted] on 09/28/16 and confirmed that she understands the balance and has direct contact information for future concerns. 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...  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.

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 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.

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] states that Frontier had problems locating her account since April 1, 2016.  Ms. [redacted] advises...

that once the Frontier technician fixed her Internet her Frontier telephone started ringing short calls or phantom calls every fifteen to twenty minutes.  The telephone would ring a short ring and stop.  Ms. [redacted] advises a Frontier service representative suggested a number changed to her but it did not solve her issue.  Ms. [redacted] states she has spent at least eight hours on the phone with Frontier and is asking for a $50 credit for her service issues and time spent on the phone with Frontier trying to resolve her issues.  Ms. [redacted] states she called to cancel her service on May 3, 2016 and is now with another service provider.Frontier has investigated the above statements and offers the following response:Frontier does apologize for the any service issues Ms. [redacted] may have experienced.  Frontier also apologizes for any time spent on the phone with Frontier reporting her issue. Ms. [redacted]’s Frontier service has been cancelled with an effective date of May 3, 2016.  Ms. [redacted]’s May 16, 2016 bill will be prorated with a credit back to May 3, 2016.It is Frontier’s policy to give an out of service credit for anytime a customer’s service is out more than twenty four hours.  Ms. [redacted] was without her Frontier Internet service for four days.  Ms. [redacted] also had telephone issues from approximately April 16, 2016 to May 3, 2016 when she cancelled her service (approximately seventeen days).  Frontier has issued a $50 credit for these service issues and as well as any aggravation she may have experienced while on the phone with Frontier explaining her issues. 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:   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: ###-###-####

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] states that he has experienced issues with his telephone and Internet services from Frontier.   Frontier has investigated the above statements and offers the following response: Frontier advises that a repair was completed to Mr. [redacted] services on January 21, 2017. Frontier issued an adjustment in the amount of $44.23 for the loss of services. Frontier spoke with Mr. [redacted] on January 24, 2017 who confirmed that his services have been repaired.   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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would prefer to receive final and end bill as Ive been misinformed several times  regarding Frontiers rates and policies. Amanda was helpful but I want to be certain that I am not being wrongfully charged again.I was informed $113.00 rate for two years no price increase and contract. I was given promotional HBO for six months with a call within the six months to drop HBO.  HBO was dropped at six months but my rate did not remain at $113.00. I had to call serveral times to fix rate so that is the reason I do not wish to drop complaint at this time till I receive final end balance.
Regards,
[redacted]