Frontier Communications Corp.

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 [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.

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 Ms. [redacted] to our office for review. We appreciate Ms. [redacted] bringing...

this matter to our attention.   The Complaint states that:   Ms. [redacted] is disputing the Regional Sports Fee on her Frontier billing statement.    Frontier has investigated the above statements and offers the following response:   The Regional Sports Fee is a result of higher costs due to contractual obligations requiring Frontier to offer multiple sports networks at this location.  In an effort to keep programming costs low, Frontier charges a fee to all subscribers with access to the Reginal Sports Networks (RSN).Frontier spoke with Ms. [redacted] on August 10, 2017 to advise her of the above information.    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:   Ms. [redacted] states she requested her existing services moved to another location for the date of June 15, 2016. Ms. **...

states she was told that installation date June 15, 2017 unavailable, and June 16, 2017 was available for install. Ms. ** states appointment was missed and advised new appointment date is June 21, 2017. Ms. ** was advised that the billing would continue from the old location until the installation of service at the new location.    Frontier has investigated the above statements and offers the following response:   Frontier advises upon reviewing the account has issued a missed appointment credit and a six-day adjustment for services being billed at the prior location Ms. ** was moving from.   Frontier advises that it is a system requirement that the “move from” and the “move to” dates be the same.Frontier advises our records show her service has been installed at new location. Frontier has made several attempts to reach [redacted]; however, Frontier has been unsuccessful in speaking with her.   We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that : [redacted] has experienced as a result

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] Attempts to close the account were started in February 2016, FRONTIER NEVER RESPONDED OR ANSWERED THEIR PHONE multiple times, that is why they have no record of contact. I was out of contract and the service should have been canceled when it went 60 days past due.

Thank you for referring the case of [redacted] to our
office for review.  We appreciate you
bringing this matter to our attention.On November 28, 2017 we issued a credit of $52.39 to zero
out the customer’s November 1, 2017 billing statement. We attempted to contact the customer to...

advise of the above
information but we were unsuccessful.We apologize for any inconvenience this may have caused the
customer.  We trust this information will
assist you in closing this case.Frontier Communications.

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.

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]

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 recieved a call and spoke with a representative of the company. She was very polite and resolved my issue. She also gave me her direct line to use if I have any further issue from Frontier. 
Regards,
C. [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. 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]

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]

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.

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.

Thank you for referring the rebuttal of [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention.   The Rebuttal states that: Mr. [redacted] states Frontier has agreed to honor the original price quoted for one year. He advises he will verify the next few statements and if correct will consider the matter resolved. Frontier has investigated the above statements and offers the following response: Frontier advises that Mr. [redacted] was misquoted and we will honor that for one year as he was promised, at the price of $86.28, starting with his October 4, 2016 statement and going thru his October 4, 2017 statement.Frontier spoke to Mr. [redacted] and advised of the above statements. We have set a follow up to manually adjust Mr. [redacted]’s account to honor the price quote. 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] 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

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]

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.  We actually tweaked the credit with their very helpful representative, Jennifer, so all is resolved. Thank you for your assistance.
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.