Frontier Communications Corp.

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: [redacted] advises that he is billing at a higher rate than quoted.   Frontier has investigated the above...

statements and offers the following response: Account research shows the account holder is listed under Irene Minter.Research shows service order 064501814 completed October 20, 2016 changing the FiOS Extreme HD, FiOS Digital voice and FiOS 75/75 for $154.99.  This excludes applicable taxes and surcharges. Records show on November 21, 2016 a loyalty credit of $50.00 was applied to the account. This should reduce the amount to $104.99 before applicable taxes and surcharges. Research determined a service order error failed to establish the lower rate for Mr. [redacted].  On March 24, 2016 service order 066952204 was placed establishing the lower rate.  Mr. [redacted] should bill at $108.99 excluding any applicable taxes and surcharges.On March 27, 2017 a credit of $192 was applied for the $8 rate difference for 24 months.  This will reflect in one to two bill cycles. A Frontier representative spoke with Mr. [redacted] who indicated satisfaction with the resolution .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.   Frontier Specialist: Amy B[redacted]                               Department: Consumer Relations

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:• Ms. [redacted] advises that when her first number was ported out, they noticed decreased internet speeds. A couple weeks later, the internet...

stopped working completely.• Ms. [redacted] states that she was told she was paying for 50/50 Mbps internet but they were only getting 14/14 Mbps. Frontier has investigated the above statements and offers the following response:• Frontier records show that Ms. [redacted]’s internet account for [redacted] was repaired on 9/15/16.• Frontier has submitted the [redacted] account to the business department to determine applicable credits for her internet issues. A representative should be contacting her by October 7th.• Ms. [redacted] has been given a contact name for further questions or 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.Sincerely,Executive Customer RelationsFrontier Communications

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 that he was charged for a service call when he was advised the trouble was on Frontier’s side of the line. Frontier has investigated the above statements and offers the following response: Upon investigation, Frontier found a trouble ticket completed on February 23, 2018 reporting that Mr. [redacted] was unable to make outgoing or receive incoming calls on his home phone.  The Frontier technician noted on the repair ticket that he was able to make and receive calls from the protector, noted no access to the home and left a door tag.Frontier advises that the agent did notify Mr. [redacted] on February 21, 2018 that if the trouble was with Frontier that repair is covered and that if the trouble is not with Frontier there may be a repair charge and Mr. [redacted] was advised of Frontier’s inside wire maintenance plan.Frontier advises that the trouble was not found on Frontier’s side and the service charge is valid.  Frontier attempted to speak to Mr. [redacted] to advise of the above information but was unsuccessful.  Frontier left message via telephone on April 19, 2018 to advise of the above information and provided direct contact information. We trust that this information will assist you in closing this complaint.  We regret any inconvenience that Mr. [redacted] may have 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] advises he cancelled his television service with Frontier and was advised there would be no early...

termination fee and he would pay $54.99 a month for his internet services. Mr. [redacted] was charged a $101.00 early termination fee and was charged $79.99 for his internet services.    Frontier has investigated the above statements and offers the following response:   Frontier advises a review of the account shows an order entry error, that has now been resolved, caused incorrect billing for Mr. [redacted]’s account. Frontier has credited Mr. [redacted]’s account $336.29 for the early termination fee, incorrect billing, and late payment fee’s. A Frontier representative has contacted Mr. [redacted] and advised of the above solution. Mr. [redacted] is satisfied with this resolution.   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.

Thank you for referring the complaint of [redacted] [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 would receive a credit for incorrect charges on his first bill. Mr. [redacted] advises that he was told the credit being applied would be approximately $800.00. Frontier has investigated the above statements and offers the following response: Frontier has investigated Mr. [redacted]’s complaint and finds a credit was requested and applied to the account of $161.19 for incorrect billing charges on the first statement. Frontier advises any adjustments are never final until approved and posted on the customer’s account. Frontier advises the labor charges of $600.00 on Mr. [redacted]’s first statement were for 4 hours of inside wiring provided and requested by Mr. [redacted].Frontier advises the charges for the work done is valid. Frontier spoke to Mr. [redacted] on April 13, 2018 to advise the above information and that no further adjustments will be made to account. We trust that this information will assist you in closing this complaint.  We regret any inconvenience that Mr. (or Ms.) [redacted] may have experienced as a result of the above matter.

Revdex.com:There is still the dishonest claim, already verified verbally by Frontier to this customer via phone with Frontier Jill, that there was a contract and thus a $200 early termination fee. Seriously? Howcan Frontier justify that bogus fee? I never agreed to that, signed that, or was notified about this "fee" that would cone up 3 years into service! Who ever heard of such a scam?I will agree to Fronter's response when they remove the bogus contract clause with $200 early termination fee. Is that how they treat long-term customers?: making up or slapping on a hidden contract and fees? This is a case of principle: one customer among many who are being deceived and slammed with bogus fees (Frontier's own representativevtold me he had had this happen to him and he believed it was wrong) when they terminate service. Do they realize some other customers may have to choose between paying the rent, feeding their kids, or even an elderly client may have to forgo their heart medication because of this huge, greedy company's slimey business practices. For that reason I stand my ground: on principle and for the little customers all over that Frontier is deceiving and stealing from.
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]

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 advises that a $49.99 Fiber Upgrade Fee applies when a customer upgrades their FiOS Internet speed package.       Frontier advises that the May 22, 2016 call recording was reviewed and found that Mr. [redacted] called requesting to upgrade his FiOS Internet speed. ...

The representative advised Mr. [redacted] of the $49.99 Upgrade Fee.    Frontier advises that the Upgrade Fee is valid and no credit is warranted.  As reflected above, Mr. [redacted] was advised of the Upgrade Fee when he requested to upgrade his Internet speed package.

Name on account: Robert [redacted] (Patricia)address: 2025 E Lincoln St Apt 1105             Bloomington IL 61701-5995Account # 309-663-2582-112513-5

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.

Frontier has investigated the above statements and offers the following response: Frontier advises that the correct price for the package that Mr. [redacted] subscribes to is $193.98 per month plus taxes and surcharges through August 8, 2017.Frontier has issued two month’s credit to the account for...

equipment fees.Frontier spoke with Ms. [redacted] September 15, 2017 and advised of the above. We trust that this information will assist you in closing this complaint.  We regret any inconvenience that Ms. [redacted] may have 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.

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.

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 her Frontier internet service is not reliable and that the internet...

connection continuously gets interrupted.    Ms. [redacted] advises that the download and upload speeds of her internet service are slower than what they should be and that she pays for the highest available download speed. Ms. [redacted] advises that she wants to be credited for services that she has not received. Frontier has investigated the above statements and offers the following response: Frontier advises that a technician came out to the customer’s home on August 1, 2017, and ran 4 different speed tests.  The results indicated that the download speed was running in between 10 and 12 megabits per second, and the highest speed for the level of internet service that the customer subscribes to is as fast as 12 megabits per second.  Frontier also advises that the technician’s notes indicate that the slower internet speeds that Ms. [redacted] has been experiencing occur in the evenings.  Frontier advises that there is a higher speed of internet available that Ms. [redacted] can subscribe to that allows for speeds as fast as 24 megabits per second, at an additional cost. Frontier advises that the actual speed of the internet can depend on a number of factors, such as the time of day that the internet is being used, whether a wireless or wired connection is being used, and if there is congestion on the network.   Frontier advises that Ms. [redacted] was credited for a full month of internet service in July 2017, in the amount of $46.39, and no further credits will be issued at this time.    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.

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 did recieve a voicemail but only an order number was provided and I have not recieved the battery. No tracking number has been provided by email or phone. I also checked my inbox and junk mail to make sure. Please confirm email address this has been sent to. I was also told by Lori that a manager would be reaching out to me and I have yet to recieve a call.
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.  I do hope that as they stated that my credit issue would be corrected and that it isn't permanently affected. 
Regards,
[redacted]

[redacted] Rebuttal  Case [redacted] Thank you for referring the case of [redacted] to our office for review.  We appreciate you bringing this matter to our attention. The misapplied payment issue has already been resolved. Due to Frontier finding no records of Ms. [redacted] requesting to cancel her services in December 2016. The balance of $236.22 is valid and sustained. This is Frontier’s final decision regarding this issue. We trust this information will assist you in closing this case. Thank You Frontier Executive Relations

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]

Frontier has investigated the above statements and offers the following response:   Frontier advises that it is confirmed that there was no usage on the account and that the services were not fully installed. Frontier advises that the necessary billing adjustments have been placed to...

correct the billing.Frontier advises that at this time Mr. [redacted] does not have a balance owed to Frontier.  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.