Frontier Communications Corp.

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 put a large deposit down for Frontier services and had to wait weeks to get the service...

installed. The service is still not working. She wants a full refund because the install was never completed.   Frontier has investigated the above statements and offers the following response: Frontier reports that Ms. [redacted] called for new services with Frontier on December 12, 2018. Frontier received a call from Ms. [redacted] that the services were not working when the tech left the house. Frontier went to Ms. [redacted]’s house on January 6, 2018 and repaired the services. Frontier issued a onetime out of service credit of $22.97. Frontier spoke to Mr. [redacted] on January 10, 2018 and he confirmed the services are working to his satisfaction.  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.
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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  The response would resolve my complaint, but I received the attached notice in the mail this weekend.  I assume this is just poor timing of the mail, but I have no way of confirming that.  I received the attached Notification of Collection Agency Placement.  I spoke with someone on the phone last week and they indicated they would remove the balance and it had not been sent to collections.  I am calling the number, but feel frustrated that I am now dealing with this after speaking with someone last week.  The whole issue has been dealt with by phone calls telling me this issue is resolved and yet I keep getting bills.
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 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.

Thank you for referring the complaint of [redacted] to our office for review. We appreciate him bringing this matter to our attention.The Complaint states that: Customer was paying $50.00 for his internet services and he is not getting the internet speed he is paying for. Frontier has...

investigated the above statements and offers the following response: There was no account number associated with this complaint but I have found an account by the address. The account is ###-###-####. He is paying $34.99 for the internet service which is speeds of up to 6 Megabytes. He is also paying $ 4.99 for the internet security. Frontier has tried to contact Mr. [redacted] at his can be reached number of ###-###-#### three times and has been unable to make contact. Frontier has sent him a letter today March 15, 2016. Frontier has also tried to contact the account holder [redacted] at her can be reached number ###-###-#### and hasn’t heard anything yet. 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 [redacted] & [redacted] to our office for review. We appreciate them for bringing this matter to our attention.   The Complaint states that: Mrs. & Mrs. [redacted] state that they disconnected their Frontier service in February, they have a credit...

balance and would like their refund.   Frontier has investigated the above statements and offers the following response: Frontier spoke to Mrs. [redacted] on April 24, 2017 and advised a request for refund has been sent. Frontier called Mr. & Mrs. [redacted] on April 26, 2017 left a message on answering machine that the refund check is being processed and they will receive it within 7-10 days. Frontier’s refund policy is to issue a check 90 days from the date of service disconnection or termination. This time period is required to ensure all outstanding charges or credits are posted to the closed account. Frontier’s policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.     We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Mr. & 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 find that this resolution is satisfactory to me. 
Frontier, in their response, does goes to some length to paint a picture that they had served me well, and it was only a second, unforeseeable problem that left me without service.  The fact remains they closed multiple tickets claiming they had responded out and that the problem was verified as having been solved.  The alarm system in question has functioned reliably for years.  I am highly skeptical that their remote fix, conducted at the same time my alarm stopped working are unrelated.  When the technician responded to the premise, he simply unhooked the shorted line and was going to leave me with a randomly non functioning jack inside the house.  I pay for an inside wire maintenance plan and had to request very directly that the problem be resolved and the job not left incomplete.  This is when the issue with the alarm panel was discovered.  None of this would have be resolved without turning to the Revdex.com and without your assistance.  Some Frontier employees were helpful and courteous.  Others were not.  While my service is restored and a refund issued, I must observe the exceedingly low commitment Frontier displayed to delivering service and to their integrity. 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] states she contacted Frontier on 1/12/15 and...

requested the services disconnected and provided her forwarding address for the final bill and equipment return.
·         Ms. [redacted] states she called on 2/16/15 to report she had not received her final bill and states she was advised at that time that the forwarding address was not entered, she provided the address again and offered to pay the bill at which time the consultant advised her that she should wait to pay until she receives the final bill.
·        Ms. [redacted] states she contacted Frontier on 4/30/15 and was advised her bill was $60.06 that she paid it over the phone and was advised the forwarding address was still incorrect.
·         Ms. [redacted] states that she received (2) 60 day late notices on her credit report that have seriously affected her credit score rating creating issues with her new home and construction loan.
·         Ms. [redacted] wants the negative reporting removed from her credit report as she attempted to rectify the situation several times.
 
Frontier has investigated the above statements and offers the following response: 
·         Account review shows Ms. [redacted] contacted Frontier on 1/12/15 and her service was disconnected 1/15/15 as requested. The disconnect order shows that the forwarding address was updated and the 1/28/15 final billing statement reflects the correct forwarding address.  It is unclear why Ms. [redacted] did not receive this billing statement.
·         Account records confirm that Ms. [redacted] contacted Frontier on 2/16/15 to advise she had not received her final bill and the Frontier representative incorrectly advised her that the forwarding address was not updated. It is recorded on this contact that Ms. [redacted] offered to pay the balance on the account and was advised to wait for her next billing statement.  The address record was then updated incorrectly which is why Ms. [redacted] did not receive her 2/28/15 billing statement.
·         Account review shows Ms. [redacted] contacted Frontier on 4/30/15 inquiring again about the final billing and paid the balance owing in the amount of $60.06 at that time.  The address was then corrected.
·         Frontier apologizes for the misinformation provided by the Frontier Representative which resulted in a late balance and subsequent negative reporting on Ms. Seeley’s credit report.
·         Frontier has sent a deletion request to the credit agency to completely remove this incident from Ms. Seeley’s credit report and has sent Ms. [redacted] a letter confirming this action.
 
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.
 
Sincerely,
Frontier Customer Relations

Revdex.com:Frontier has offered no resolution the answer to the original complaint was no answer at all they did nothing in response to my complaint. I have not been credited for the services I played for but did not recieve and as of this date 2/13/18 I am still being charged and now I can make no calls from the land line phone long distance or local. So if anything the situation is worse 
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]

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 Frontier failed to cancel services as requested and continued to bill for services.  Frontier has...

investigated the above statements and offers the following response:Frontier investigated Ms. [redacted]’s complaint and advises that as of July 8, 2016 the Frontier service has been cancelled. Frontier advises Ms. [redacted] that as of August 29, 2016 the Frontier account has a zero balance. Frontier has issued a credit for $92.50 in Early Termination fees and an additional $186.62 to credit back services to June 1, 2016. Frontier spoke with Ms. [redacted] on August 29, 2016 and she is satisfied with our resolution. 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.
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.

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.

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that the attached Frontier equipment was replaced on April 12, 2017.Frontier issued an adjustment for the amount of $75.00 in addition to the adjustment of $39.98.Frontier advises that...

the $75.00 credit adjustment will reflect on the statement in 1-2 billing cycles. Frontier spoke with Mr. [redacted] regarding the above. Mr. [redacted] advises that the internet service has improved since the last technician visit.  We regret any inconvenience that [redacted] may have experienced as a result of the above matter.

Revdex.com:Work is still in progress.The business (Frontier Communications) has contacted me, and has made efforts to correct the...

issue.  A technician was sent on Friday, 4/22.  He was able to install internet service, but was unable to install the phone or cable TV service we ordered.Another technician was sent on Saturday, 4/23.  He was able to install cable TV service to one of our two televisions.  The tech was unable to get signal to the second TV.  He stated that the cable box may be defective.  He was also unable to install the telephone service we ordered.We have arranged for another technician to come this afternoon (Monday, 4/25) to try to complete the installation (get signal to the second TV and activate telephone service)Also, we do not have the DVRs we ordered.  We will address that issue with the technician to comes today.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Thank you for referring the complaint of [redacted] to our office for review. We appreciate him bringing this...

matter to our attention.   The Complaint states that:   Mr. [redacted] states that he was billed a $9.99 processing fee for cancelling his service with Frontier.   Frontier has investigated the above statements and offers the following response:            Frontier’s investigation found that the $9.99 charge is a fee that is applied to customer’s accounts when they disconnect service with Frontier. Frontier advises that this fee covers the cost of processing the disconnection of Mr. [redacted]’s service at the central office or remote facility. Frontier called Mr. [redacted] to advise and had to leave a message.Frontier provided Mr. [redacted] with the direct contact information for a Frontier representative.   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.

The Complaint states that:   Mr. [redacted] states that his email address is not working and has had no success reaching a resolution. Frontier has investigated the above statements and offers the following response: Frontier states that a representative attempted to reach Mr. [redacted] on November...

10 and 14, 2016 with no response.Frontier also states that correspondence was sent to Mr. [redacted] to contact the below individual should he still be experiencing any issues.

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.Frontier did contact me and offered a $60.00 per month credit going forward to my account for the remaider of the contract.  This offer is still $110.00 higher than my previous contract and does not address the last 5 months at all.   My request is still the same they fulfill the agreement that was given to me by their employee on April 4, 2017 and confirmed by 2nd employee in May.   IF they cannot fulfill this then they release me from the contract so I can find another vender which is what I would have done in the first place if I had been given accurate informaton.   I NEVER would have agreed to a plan that is $170.00 month more than I was originally paying with over $ $300.00 per month in taxes and fees. 
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]

Thank you for referring the complaint of [redacted]  to our office for review. We appreciate [redacted]...

[redacted] bringing this matter to our attention.   The Complaint states that:   Ms.[redacted] states that her service was terminated in error and when they were restored the price she was quoted which was for 2 years was only good for 6 months. Frontier has investigated the above statements and offers the following response: Frontier review the account and we show that the service was ported out to a CLEC.Frontier shows the promotion rate is good for 6 months then the rate increases for month 7 – 24 months.Frontier promotion on the account rate cannot be extended for 24 months.   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 Ms. [redacted] bringing this matter to our attention. The Complaint states that:  Ms. [redacted] indicates service should have been transferred to a new address on October 8, 2016, but it was never completed....

 Frontier has investigated the above statements and offers the following response: Frontier records confirm Ms. [redacted]’s service was transferred to the new address on October 19, 2016.  Ms. [redacted] has been given appropriate out of service credits for services billed due to the delay in the transfer.  A Frontier Customer Service Representative and also a Technician made several attempts to contact Ms. [redacted] and has been unable to reach her.  A letter and email were also sent to Ms. [redacted] with direct contact information for the representative.  One message was received from Ms. [redacted] with the best contact times and we have still have been unable to reach Ms. [redacted].  In that message, Ms. [redacted] stated the internet service was working, but not the telephone.  A trouble ticket has been opened which is scheduled to be worked on November 22, 2016 for the telephone service.  The Frontier Customer Service Representative will continue to assist Ms. [redacted] with any future inquires.Our expectations is that all customers have a positive experience when requesting assistance with service or billing concerns. In the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again.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.