Frontier Communications Corp.

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 him for bringing this matter to our attention.   The Complaint states that: Mr. [redacted] placed an order to move his service from one address to another and the order did not work, he had no working...

service but was billed for service. When he received the bill it was the wrong pricing.   Frontier has investigated the above statements and offers the following response: Frontier reissued the service order and connected service. Frontier has issued credit for days billed not used, Frontier has applied the correct bundle discounts to the account. Frontier has spoken to Mr. [redacted] and advised of credits issued for days billed not used and will follow up on the account to review October bill for accuracy.     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.  We actually tweaked the credit with their very helpful representative, Jennifer, so all is resolved. Thank you for your assistance.
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 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]

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.

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.

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 told a refund would be mailed on September 10th and that I would also receive  a billing statement outlining the over payment of charges. I would like to have an additional 15 days beyond September 10th to verify this before closing my complaint.
Regards,
[redacted]

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.

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

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

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] advises that on June 25, 2017, he called Frontier to request cancellation of his internet service...

effective July 27, 2017, but the service was erroneously disconnected on June 27, 2017. Mr. [redacted] advises that Frontier informed him that in order to reconnect his internet service, a new account would need to be created.  Mr. [redacted] advises that Frontier needs to refund him his current balance of $59.11 for services that he did not receive.   Frontier has investigated the above statements and offers the following response:   Frontier advises that Mr. [redacted]’s internet service was disconnected one month too early, on June 27, 2017, in error.  The billing cycle started on June 22, 2017, and since Frontier bills one month in advance, a partial month credit will automatically be generated for the dates that the customer no longer had service, from June 28, 2017 to July 21, 2017.  The amount of credit will come to approximately $49.26, and therefore, Mr. [redacted] would only owe $9.85 for the 5 days during the billing cycle in which he had active service. Frontier advises that a new account was set up for the customer in order to reconnect his internet service, which was activated on July 6, 2017. Frontier spoke with Mr. [redacted] on July 7, 2017, confirmed that his internet is currently working and that the customer will not be responsible for paying any installation or activation fees for the new account.  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.
Regards,
[redacted] This has not been resolved.  9/24/17I also indicated to the representative to email me only, because of a hectic schedule. I also spoke with Citi re: my refund they say it will be processed, but I have heard that many times before.I WILL CONSIDER IT RESOLVED  WHEN I GET MY REFUND.  At that time I will notify the Bureau.  Thank you so much. [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: When Mr. [redacted] first signed up with Frontier, he was promised that his package would include a free [redacted] subscription, but when...

the service was installed he found that was not included after all. Mr. [redacted] has reached out to Frontier on multiple occasions to resolve this, however he is being told that nothing can be done.   Frontier has investigated the above statements and offers the following response: ·         Frontier has reached out to Mr. [redacted] and advised that while we do provide a [redacted] channel with our TV service for viewing convenience, a [redacted] subscription must be purchased by the customer in order to use/have access to it. ·         [redacted] is a separate company from Frontier, Frontier is unable to offer promotional subscriptions to [redacted].   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 Rina
[redacted] to our office for review. We appreciate her daughter, [redacted]
[redacted] on behalf of Ms. [redacted], bringing this matter to our attention.The Complaint states that:Ms. [redacted]’s pricing went very high at time of Acquisition even...

though she has Lifeline.Ms. [redacted] has had numerous difficulties trying to get assistance to get her correct balance so she can pay her bill the correct amount due.Ms. [redacted] is worried her service will be interrupted if she doesn’t get assistance to resolve billing issues.Frontier has investigated the above
statements and offers the following response:On
March 31, 2016, Frontier closed a transaction to acquire Verizon's
wireline services in California, Florida, and Texas, after receiving all
required government approvals.  Prior to that time, notice of the
transaction was communicated to Verizon customers.  On April 1,
Frontier formally began transitioning all of Verizon's network, services
and customers to Frontier.  Frontier
is committed to employing a 100% U.S.-based workforce.  In connection
with our completion of the purchase of Verizon’s wireline telephone,
broadband, and video businesses in California, Texas, and
Florida, contractors used by Verizon and located outside of the
U.S. were temporarily handling a small volume of customer
service calls while we completed the training of our own, expanded
U.S.-based customer care workforce. The use of
the off-shored contractors has now ended. 
Frontier has brought back more than 1,000 jobs to the United
States that were temporarily off-shored.Ms.
[redacted] was not a lifeline customer on April 1, 2016 when acquisition
occurred and account was transferred to Frontier systems. Order completed by Verizon on March 9, 2016 REMOVED Lifeline without noting the account as to why.Frontier offline department that manages Lifeline for all our customer's state there are no notes of any inquiries or requests for Lifeline information since acquisition.State of CA Lifeline program manages all lifeline requests. Frontier has walked Ms. [redacted]’s daughter [redacted] to the CA Lifeline Program online site.Once application is processed and approved, lifeline will submit documents to Frontier's offline group that manages all lifeline applications.Frontier has also advised Ms. [redacted]’s daughter, [redacted], that there is now a Lifeline Broadband discount program as well that would additionally assist with lowering her bill.[redacted] is chatting with CA Lifeline to get additional answers as well.Frontier has requested Collection Department to place 30-day hold on any service interruption or collection activity to give Ms. [redacted]’s Lifeline application processing time and have advised her of the balance that should be paid as soon as possible.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]

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 had issues being billed for service he has never used.Mr. [redacted] states that in...

January he called to have his phone service removed because it was not functioning. Mr. [redacted] states that Frontier had a technician repair the service but the repair only lasted a few hours. Mr. [redacted] states that after numerous calls to Frontier his telephone service was removed with his request and now he states his Frontier bill has increased.  Frontier has investigated the above statements and offers the following response: Frontier has made several attempts to contact Mr. [redacted] regarding this issue and was unsuccessful in speaking with him. Frontier has mailed Mr. [redacted] a letter with direct contact information if he needs any additional assistance.  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 will make this very clear: I still have not received the money that I am owed. It has been 122 days -- one third of a year! -- and I have not received payment. The response from the business on this complaint is no different from the various stories each of the support personnel have told me. In short, they are all liars. Until I receive the refund (and interest), I am not accepting any response from this company. It doesn't take this long to write a check.
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 reject this companys response for two reasons:1. No one where in their refund policies does it state that a closed account would receive a refund in the form of a gift card.  There is absolutely no reason for the company to not refund me via a check or a direct deposit. It's not the customers responsibility to change the currency of the refund. If there is no stipulation on their website that states their refund policy is via a gift card then the customer should be refunded by their own preference - and my preference is a check. I've included a screenshot of their refund policy directly from their website for your viewing.2. It's also not the customers responsibility (or problem) that Frontier doesn't train their CSRs correctly, nor provide them with the correct information to tell their customers. Like I've stated numerous times, 3 CSRs had told me that my entire $220.38 would be refunded. In any type of retail situation a customer is given the marked price of merchandise, even if said price is wrong. Being that 3 separate employees told me that my full amount would be refunded I expect Frontier to live up to what those employees told me.  Again it's not my fault or issue that the Frontier employees can't provide accurate account information.I will continue to keep this claim open and reject Frontier's responses until this matter is met with my satisfaction.
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 called the representative on the response Bridget G[redacted] and spoke with her about the proposed resolution.  From what she has told me, the only additional credit she got situated because of our complaint was for the 2 additional months of HBO (about $40).  She said the account was otherwise left as it was.  The other credits she identified in her response I got applied in my dozens of calls to them already.What I take this to mean and what she could not deny is that the issues with the actual monthly rate based on incorrect pricing, improperly setup promotions, services we did not get, etc were not addressed.She could not confirm the final bill and I would have to wait until at least next week.In light of her confirmation that no further actions were taken, I expect an incorrect monthly rate of around $150 dollars still instead of something more in line with our original agreement of $65 (before tax).  The last bill we received was over $700.00 after the $176.21 installation fee & $42.20 credit for 2 months of HBO were already applied.  We can assume we have an additional $40.00 in credit that should appear on the final bill.  (-$40)We take off an additional month (I don't believe this was reflected on our last bill, but if it was, that would be around -$150)At best, that leaves $500.00 they expect us to pay for 4 months of service.  At worst its closer to $660.I worked with them in good faith logging ~20 hours on the phone with them weekly and being advised that I should also not pay until they've resolved the issue.  I was strung along for 4 months thinking there was a chance to get this resolved the correct way when I should have cancelled after I received the first incorrect bill over $500.00.  Nothing was ever in writing, their bills don't itemize the services clearly, and we received threatening letters about getting creditors involved and politely worded threats on the phone that it would be tougher to resolve once the account was closed (hence good faith attempts for 4 straight months).Again, we are willing to pay the $65.00 a month rate we were originally promised for the 4 months we had the service.  With taxes and FCC fees and such, we are willing to pay $280.00 - $300.00 maximum.
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 he has a billing discrepancy with Frontier and is unable to record hockey games on his NHL Center...

Ice subscription. Frontier has investigated the above statements and offers the following response: Frontier advises we spoke with Mr. [redacted] on November 3, 2017 and advised that his plan price is $108.00 plus taxes and fees. Frontiers records do show the customer was promised $107.00 plus taxes and fees and since then the set top boxes which is part of the quote includes the set top box fee increase. Taxes were promised to be between 6% and 10 % and are within that range once the fees are added.Frontier advised Mr. [redacted] the picture included in his complaint showing him unable to record a NHL Center Ice game was November 2, 2017 and Frontier has no record of him reporting this issue to repair to look at.Mr. [redacted] has a disconnect order scheduled for November 15, 2017 and wished to leave everything as is. 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.The credit of $49.99 was for an additional error not related to the initial error for which the credit of $125 was pending (see attachment 1). All payments that I have made, including the $22, have been at the direction of Frontier (see attachment 2). During my most recent chat support on 1/4, I was told I still have a credit pending and that my balance due is only $65. Due to this consistently conflicting information, I do not accept the business response as accurate. I have paid all amount due as told to me by Frontier representatives and have recently been told I still have a partial credit pending which will reduce my payment to $65 due this month. I question the validity of the company's response as they included a credit which was unrelated to the error in question that prompted this complaint, but was rather a separate erroneous charge which was corrected.
Regards,
[redacted]