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 Frontier failed to install her internet services at her new address.Ms. [redacted] states...

that she has been charged an early termination fee for services that were not successfully activated at her home. Frontier has investigated the above statements and offers the following response: A review of this account shows that Ms. [redacted] was charged an Early Termination Fee of $200.00 upon the removal of internet services from her billing.Ms. [redacted] states that she was never able to use internet services.A Frontier representative has adjusted Ms. [redacted]’s account for the amount of $200.00 for the Early Termination fee that was billed for services that were never used at Ms. [redacted]’s address.A Frontier representative has spoken with Ms. [redacted] and confirmed that she accepts these actions as satisfactory resolution for her complaint. 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 Ms. [redacted] bringing this matter to our attention....

  The Complaint states that:   Ms. [redacted] contacted Frontier to sign up for 7mbpd internet services for $49.99 a month with a one-time $50.00 equipment fee. On the day of installation, 3/29/2017, Frontier’s Technician advises Ms. [redacted] that she can only receive 1.2mbps of internet speed. Ms. [redacted] tested the service and found it would not suit her needs, so she contacted Frontier and cancelled her account on 3/30/2017. After only one day of service used, Ms. [redacted] received a bill from Frontier for $272.65. Frontier has investigated the above statements and offers the following response: ·         Frontier records confirm Ms. [redacted]’s services were active from 3/29/2017 – 3/30/2017. ·         Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference.  Customer speeds may vary over time. ·         As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee.  Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed.  Service subject to availability.” ·         Frontier confirmed that the disputed charges have been removed from Ms. [redacted]s account. 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 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 was billed for a service that never worked. Frontier has investigated the above statements and...

offers the following response: Frontier called and left several messages for Mr. [redacted] and sent an email with direct contact information.Frontier would like to advise the account balance was cleared since the service never worked at the residence.Mr. [redacted] has direct contact information for future. 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 Mr. [redacted] bringing this matter to our attention.   The Complaint states that:   Mr. [redacted] advises that he was quoted $138.99 plus taxes and surcharges, when he ordered TV, internet, and home...

phone services from Frontier, in February 2017. Mr. [redacted] advises that his first bill was higher than expected, and that he called in on May 3, 2017 to have his bill adjusted.  He also advises that he was overcharged on his second bill, which totaled $186.62 with tax.  Mr. [redacted] advises that the price that Frontier quoted him was $114.99 for the services and $24.00 for the 3 extra cable boxes, for a total of $138.99 plus tax.  He also advises that Frontier needs to honor the price that was quoted. Frontier has investigated the above statements and offers the following response: Frontier advises that the monthly recurring charge for the TV, internet, and phone service is $114.99, which does not include any equipment.  The monthly equipment rental fee for 4 TV’s, which includes one recording box and three additional client boxes, is $34.99.  This would come to a total monthly rate of $149.98.  The $10.99 difference in the 2 rates is because of the rental fee for the fourth cable box.Frontier advises that an additional $10.00 discount was applied to the customer’s account, to bring the monthly rate for the 3 services and the TV equipment to $138.99.Frontier spoke with Mr. [redacted] on July 14, 2017, and confirmed that after applying the additional $10.00 per month discount, the total monthly rate will be $138.99 plus taxes and surcharges. 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 has investigated the complaint and offers the following response:  Frontier has issued a credit for $100.00, which will appear on Ms. [redacted]’s bill in the next one or two billing cycles. Frontier called and left a voice message with these details.

Frontier CommunicationsThank
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] set up services in late December 2016.He states that the package price would be 91.98...

before taxes.His request was to port his existing number from [redacted] ([redacted]). This was not done rather he was assigned a temporary number causing him to have to keep his [redacted] services active with his Frontier services until his number was ported to Frontier Communications.The increased charges on the first bill were both prorated charges, because Frontier Communications bills in advance and one time charges.Frontier
has investigated the above statements and offers the following response:Mr. [redacted] disconnected his services on January 11, 2017.He has been credited, $92.23 zeroing out the entire balance.Frontier acknowledges that an incorrect order type was originally placed for a basic residential account rather than his requested port in order.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 Specialist: Anita D[redacted]                           Department: Executive
Consumer Relations

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.

Frontier has investigated the above statements and offers the following response: Frontier advises that records indicate Ms. [redacted] agreed to the following service for $136.99 plus taxes and surcharges: Voice 200, Vantage Extreme TV, Vantage Elite internet. Frontier reflect that Ms....

[redacted] was receiving the price but was subscribing to HBO and Cinemax until September 20, 2016.Ms. [redacted] was also subscribed to additional equipment above the quoted pricing.Ms. [redacted] was also sent an email with the Amazon Gift Card Subscription.Ms. [redacted] cancelled service with Frontier on December 16, 2016.Frontier finds no refund is due. 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.

Received an e-mail from [redacted] today and her issue has been taken care of.

Thank you for referring the complaint of [redacted]-[redacted] to our office for review. We appreciate [redacted]-[redacted] bringing this matter to our attention.   The Complaint states that:   Mrs. [redacted]-[redacted] states that she was offered a $49.00 for Frontier service. Frontier has...

investigated the above statements and offers the following response: Frontier advises that Mrs. [redacted]-[redacted] established services on 2/12/13. At that time Frontier applied a $5 discount effective until 2015 making the monthly reoccurring charge $69.97 before taxes and surcharges. In 2015 Mrs. [redacted]-[redacted] again was offered the new customer promotion that brought the Internet rate to $ 19.99 resulting in a monthly charge $70.96. The virus protection was later removed reducing the rate to $53.98 plus taxes and surcharges.Frontier could not validate that a consultant verbally offered a quote in the amount of $49.00 for phone and Internet. Frontier did determine through written documentation that the price quote of $63.73 was offered. Frontier advises that Mrs. [redacted]-[redacted] was offered another new customer promotion on 01/26/18. Frontier advises that promotions are not indefinite. Once expired Mrs. [redacted]-[redacted]’s account will go to regular pricing and no other new customer promos will apply. A Frontier consultant has been in direct contact with Mrs. [redacted]-[redacted] and advised the price quote of $49.00 for a double play is not available. We regret any inconvenience that Mrs. [redacted]-[redacted] may have experienced as a result of the above matter.

As was stated in our first response, Frontier Communications
Fraud Department emailed [redacted] a fraud packet per her request.  The Fraud Department emailed the fraud packet
to email address: [email protected]. [redacted] has the email address for Frontier
Communications Fraud Department as she has received their email and in turn has
emailed them.  Ms. [redacted] needs to
continue working with our Fraud Department – this is the group that can work
with her to ensure that she fully understands the entirety of documents and
processes that must be adhered to in order for Frontier Communications to
investigate her dispute. The phone number for the Fraud Department is ###-###-####
and is included under the Fraud Packet Instructions should the customer have
any questions. The customer is to return the Fraud Packet to: Frontier – Fraud
Department, [redacted] 10940. Sandy is not in the Fraud
Department and is unable to assist with a Fraud issue.  We trust this information will assist you in closing this
case.Frontier Communications

Good Afternoon,This issue has been resolved.  Customer was doing a service change during the transition to Frontier.  This caused some of the credits promised by VZ not to show up.  As a Customer Relations gesture, I issued a credit of $30 to the customer's account.  Future bills...

will give the customer the credits she was promised.  Customer is satisfied with Frontier's resolution.  Thank YouSerena J[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.
In response to rejection of your findings from Frontier, they are lying! I called in six different times about the frequent disconnects with me DSL! I also sent three emails to internet support, with no reply! When I called in to disconnect the person that I talked to could see all the calls that I had made, and the fact that on 08/30/2016 that the technician NEVER came to my house, even when there was an appointment made. I paid for service for three months and that service was horrible at best! Someone at Frontier is lying!  Yes I did accept the Visa card when I had the service installed, and used it, but Frontier never provided service that worked correctly. Frontier NEVER had a technician come to my home to repair their service. Also I never received any type or kind of credit for my interrupted service. End the end, I was paying Frontier for service that NEVER worked correctly! This is why I feel that the monies for the Visa card should be waived! My bill was $80.20 a month for something that didn't work! Also I have read the Revdex.com web page on Frontier Communications, and the customer satisfaction is terrible at best!
Regards,
[redacted]

Tell us why here... 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 she was charged for Frontier internet service that she never hooked up or used.  ...

Frontier has investigated the above statements and offers the following response:We have investigated and reached out to Ms. [redacted] April 19, 2016 to advise the service has been disconnected and she will not be billed.  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].  I am satisfied with the credit I have received for this last bill but my issue was beyond my last billing statement.  I spoke to Leslie at Frontier and have her direct number so if I should have any further issues, I can deal with her directly instead of dealing with multiple people who tell you different stories each time. I just hope this is my last issue with Frontier.
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 she is not receiving the promotional price that was offered to her by Frontier.Ms. [redacted]...

also states that she has been billed late fees due to the incorrect billing.   Frontier has investigated the above statements and offers the following response: Frontier investigated Ms. [redacted]’s account and has determined that there was an error in her promotion. Frontier placed an order to correct the promotion and will follow up on next statement to ensure the billing is correct.Frontier issued and adjustment of $15.00 for the late fees that Ms. [redacted] was charged. Frontier also issued an adjustment in the amount of $137.21 for the missing promotional disconnects from September 2016 to January2017 statements.Frontier spoke with Ms. [redacted] on February 10, 2017 to review this information. Ms. [redacted] is satisfied.   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 Ms. [redacted] to our office for review. We appreciate this matter being brought to our attention.   Credit in the amount of $25.00 was issued and posted to the May bill. The May 01, 2016 billing statement new charges were $122.40. The credit...

balance brought the total amount due to $97.40 for services rendered from May 01st to May 31, 2016 due by May 29, 2016.   The account was disconnected effective May 31, 2016. Payment in the amount of $97.40 was received and reflected on the June bill. The June 01, 2016 billing statement total amount due was $25.03.   On August 22, 2016 credit in the amount of $25.03 was issued to zero out the account balance. Please allow 1-2 bill cycles for credit to post to the account.   On August 22, 2016 I spoke with Ms. [redacted] and relayed the above information. During this contact, I provided Ms. [redacted] my contact number should she require further assistance regarding this issue.   We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. [redacted] may have experienced as a result of this matter.   Sincerely,     Stacey M. Frontier Executive Relations

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]

Frontier Communications                            Thank you for referring the complaint of [redacted] to our office for review. We appreciate his bringing this matter...

to our attention. The Complaint states that: Mr. [redacted] has called 3 times since August 2016 to cancel his Frontier service. Mr. [redacted] was advised someone would call him back, but no one did. Mr. [redacted] was advised an agent could disconnect the account but would not be able to disconnect effective back to the first call to disconnect. Frontier has investigated the above statements and offers the following response:  Mr. [redacted]’s account is not noted that he requested a disconnect of his account until October 3, 2016. The account history/audit trail does coincide with Mr. [redacted]’s statement that he made several calls to discontinue the service, back to early August. In this instance, Frontier is processing the disconnection of the account with an effective date of August 2, 2016 as requested.  The prorated credit will appear on the next bill statement due to print on October 22, 2016. Frontier has called [redacted], leaving a voice mail on the contact number with an explanation of the back dating, as well as the date of the next bill and contact information should he have any questions.  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 Specialist: Brian M[redacted]          Department: Customer Relations

Frontier has investigated the above statements and offers the following response: Internet speeds are based on multiple variables including limitations of the computer, time of day, etc.Frontier also advises that the available Internet speed depends on the distance from Frontier’s closest...

facilities.  Mr. [redacted]’s location is over 21,000 feet from the nearest Frontier facilities.  Frontier is providing the fastest Internet speed that it can provide at this location at this time. As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee.  Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed.  Service subject to availability.”  As a result, Mr. [redacted] is subscribing to the service tier for speeds as fast as 6 Mbps and receives speeds as fast as – 768 K.  Mr. [redacted] is subscribed to Internet service at the lowest rate available – $9.99 per month.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]’s area at this time. We regret any inconvenience that Mr. [redacted] may have experienced as a result of the above matter.     Tell us why here...