Frontier Communications Corp.

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.

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 find that this resolution is satisfactory to me. I would however urge frontier to train their customer service to give customers a call back when a credit that they advised the customer they would receive was denied by another department. That way it is not on the customer to keep on calling in and having to contact the Revdex.com in order to get their account corrected and the issue resolved.
Regards,
[redacted]

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:   Ms. [redacted] is disputing billing. Frontier has investigated the above statements and offers the...

following response: Frontier advises a credit of $ 214.41 for missing promotions, courtesy credit and partial late fees. This brings the final balance due to $ 350.56.Frontier spoke with Ms. [redacted] on December 8, 2017 and discussed 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.
Regards,
[redacted]
There have been no credit applied to the account and currently the bill is $1046.00 I had indicated in my original complaint that most of the charges on the account was due to their own coding errors. A bill that should have only been 85.00 + fees and taxes monthly was coming out to more than 200.00. This not including the disconnect/reconnect fee of 55.00 per line they were billing us for even though we never had our phone line or internet interrupted. I also asked that since we are a small business, suffering the same as most do their first year, of no profit that they extend the courtesy of releasing us from a two year contract that should have never been forced on us. With multiple options for phone and internet service without contracts it's hard to believe that they do not want to make customers happy and follow what is clearly the norm now. $1046.00 is impossible for me to recover from now, the lease on my store front isn't as much and I'm finding it hard to make that happen. It's disappointing to say the least that everything I wrote in my complaint was ignored, or they just don't care! I reject their response which was switching from one package to another which changed nothing, credited me nothing. I also need to add that a phone was not received May 1st as they suggested.

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]

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 has been trying to get her internet working for the past month. Ms. [redacted] states...

that she has talked to almost thirty people including managers as well as technicians and stull could not reach resolution. Frontier has investigated the above statements and offers the following response: ·         Frontier records show the first documented report of internet service outage on 2/22/2018 where it was determined that Ms. [redacted] was using a modem not compatible with Frontier service. ·         Frontier records show that despite multiple troubleshooting attempts, Frontier could not get the signal to sync with a modem, so finally a Trouble Ticket was placed on 3/7/2018 with a commitment date of 3/9/2018. ·         On 3/9/2017, a Frontier repairman went to Ms. [redacted]’s home, changed her to a more compatible port and confirmed that she had the wrong type of modem. ·         Ms. [redacted] confirmed with Frontier that the internet service has now been restored. ·         Frontier has applied a credit of $28.32 for the total 17 days that Ms. [redacted]’s internet was non-functional. 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 [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.

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.  There are still other issues that are yet to be realized in the coming months. I'd prefer not to close this complaint yet as there are still much to be had through this transition. 
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.

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.

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

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 he was under grandfathered pricing for his internet, and when he called to inquire about an increase, he was advised the pricing wasn’t available. Frontier has investigated the above statements and offers the following response: Mr. [redacted] contacted Frontier about the increase in his internet bill.Mr. [redacted] was advised that his previous pricing was not available.Mr. [redacted] was advised that his internet speed was a grandfathered item.Frontier has emailed Mr. [redacted] and offered to continue with his previous pricing.Frontier was unable to reach Mr. [redacted] by phone, however has left a message advising the availability of his previous pricing. 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

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

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.

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 that she was billed for a full month of service even though she wanted the service to end earlier.In...

addition; Ms. [redacted] states she has now received a bill with a $9.99 processing fee. Frontier has investigated the above statements and offers the following response: Frontier advises that Ms. [redacted] has pre-paid for her services and is eligible tocontinue receiving service through the end of her billing cycle.  Ms. [redacted] canalways stop the disconnection if she changed her mind.It is Frontier’s policy at any time the customer chooses to disconnect the broadband service, after the first 30 days of service, a $9.99 processing fee will apply.  This fee covers the cost of processing the disconnection of the service at the central office or remote facility.  The processing fee is automatically added to orders when a customer is disconnecting Broadband service. The customer service representative has been trained to advise customers at the time of disconnection.   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 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.

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 [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.

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.