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.
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]

Frontier has investigated the above statements and offers the following response:   Frontier has reviewed Ms. [redacted]’s account and adjusted the billing balance to $6.76 for the broadband disconnect fee which was paid on April 23, 2018. Ms. [redacted]’s account is paid in full. We regret any inconvenience that [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 him bringing this matter to our attention.The Complaint states that:• Mr. [redacted] advises that he ordered service on 10/12/15 and was told that Frontier could provide service immediately, however, his...

order was delayed a month and then was later told that Frontier does not provide service to his address.• Mr. [redacted] is requesting the credit inquiry for service is removed from his credit history.Frontier has investigated the above statements and offers the following response:• Frontier truly regrets the misinformation provided to Mr. [redacted] about the availability of services at his address.• Frontier spoke with Mr. [redacted] on 1/4/16 to obtain his personal identification information to remove the credit inquiry and submitted the removal request. • Frontier will update Mr. [redacted] with the results of the request and has provided a contact name and phone number for any issues related to this matter.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.Sincerely, Frontier Customer Relations

Thank you for referring the complaint of [redacted] S [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 been being over billed on his Frontier account. Frontier has investigated the...

above statements and offers the following response: Frontier advises that Mr. [redacted] was provided a promotional discount on his Frontier service. Frontier advises due to a promotional error Mr. [redacted] was not receiving the correct price per month. Frontier advises that Mr. [redacted] cancelled his Frontier account on December 7, 2017.Frontier advises that Mr. [redacted]’s remaining balance of $212.88 was determined to be an amount that was billed to him incorrectly.Frontier advises that an adjustment of $99.99 was provided on January 22, 2018 and the remaining charges of $112.89 was provided on February 1, 2018.Frontier spoke with Mr. [redacted] on February 1, 2018 and explained the information above. Mr. [redacted] is satisfied. 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 Ms. [redacted] bringing this matter to our attention.   The Complaint states that: Ms. [redacted] advises that she experienced slow speeds with her Internet service from Frontier. Ms. [redacted] also...

advises that she requested to terminate her Frontier Internet services on September 30, 2017; however, the service was not disconnected and she continued to get billed for services. Ms. [redacted] states that Frontier suggested that she order a Wi-Fi extender; however, this did not resolve her issues. Ms. [redacted] is requesting credit for the Wi-Fi extender. Ms. [redacted] states that she will pay $142.45 for the first statement; however, she has no intention of paying anything else.  Frontier has investigated the above statements and offers the following response: Frontier records show that Ms. [redacted] had requested 50 Mbps of service and was advised by the repair technician that Fiber Internet service which would provide 50Mbps of Internet speed is not available to her area at this time. Frontier records show that Ms. [redacted] contacted Frontier and requested her services be disconnected on September 30, 2017. Frontier advises that an order was completed on November 6, 2017 to disconnect Ms. [redacted]’s services. Frontier advises that an adjustment in the amount of $ 101.87 have been applied to Ms. [redacted]’s account for the errors on the October statement as well as partial credits for the regulated services billed on the September statement.Frontier records show that the Wi-Fi extender was returned on October 4, 2017. Frontier advises that an adjustment in the amount of $72.00 was applied to Ms. [redacted]’s account on February 13, 2018 for the returned equipment. Frontier advises that Ms. [redacted] is responsible for her firs bill that was issued on August 25, 2017 that covers services from August 22, 2017 to September 24, 2017. Ms. [redacted] is also responsible for charges of $32.93 on the September 25, 2017 statement that covers services up to the date of disconnect on September 30, 2017 as well as a late fee for not paying the August 2017 statement. Ms. [redacted] is also responsible for a broadband processing fee of $9.99 that was billed on the November 25, 2017 statement for disconnecting the Internet service. Frontier advises that the balance due on her Frontier account is $185.37.Frontier spoke Ms. [redacted] on February 14, 2018 to review this information with her. 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 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 [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.

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:  Frontier bills are due on the 30th of the month, Mr. [redacted] pays on the 4th of the next month. After 2 years of paying this way, Mr. [redacted] is receiving late payment fees.  Frontier has investigated the above statements and offers the following response: Frontier has billed Mr. [redacted] on the 4th of each month, and the billing due date has been the 3oth of each month. Per Frontier Terms of Service, bills paid after the due date are assessed a late fee. Frontier contacted Mr. [redacted] on April 13, 2018. Based on the conversation, we have adjusted his billing date to the 15th of each month, with a due date of approximately the 10th of the following month to allow Mr. [redacted] the time he needs to make the payments. Frontier has adjusted the previous late fees.  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.  Frontier Specialist: Brian M[redacted]              Department: Executive Customer Relations Telephone Number: [redacted]

A Frontier agent reviewed Ms. [redacted]’s account and found that Frontier Secure was removed from Ms. [redacted]’s account as of August 22, 2017. Ms. [redacted]’s account had been adjusted for 3 months of billing for Frontier Secure @ $19.99 per month…total credit $59.97.  An additional adjustment was made in the amount of $25 due to his inconvenience. Records show that Ms. [redacted] spoke to another agent and a third adjustment was issued in the amount of $179.91 of which was pending approval at the time the initial response was made to the Revdex.com. The adjustment covered billing for Frontier Secure from November 2016 – August 2017 Voicemails were left in reference to the adjustment for a return call due to Ms. [redacted] not answering. I spoke with Ms. [redacted] today and explained that the adjustment had been denied and that's the reason why she didn't see it on her most recent billing statement. I resubmitted the previous agent's request for credit and it has been approved and applied to Ms. [redacted]'s balance.  The total amount of the credit is $195.45 including tax.  The credit will show on her September 28, 2017 billing statement.Ms. [redacted] should contact the undersigned at his earliest convenience to discuss further. We trust that this information will assist in closing this complaint.  Sincerely, Shabrenia W[redacted] ###-###-####, Ext [redacted]

Closeout Comments: I contacted [redacted] and told me that he canceled his service. I put in a ticket to cancel his service and told him that the bill he gets at the end of the month will be his final balance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution, although not what was originally expressed to me by the business as a resolution, will be accepted in an effort to be done with all business interactions with company. I sincerely hope not to receive another bill from this company. 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:   Mr. [redacted] indicates that the internet access is sporadic. Frontier has investigated the above...

statements and offers the following response:   Frontier advises a Frontier representative has attempted to contact Mr. [redacted] on three (3) separate occasions since October 22, 2015. Frontier also advises as of October 28, 2016, Frontier has not received any type of response back from Mr. [redacted]. Frontier states a letter was sent for Mr. [redacted] to contact Frontier regarding his complaint.   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 advises that Ms. [redacted] disconnected Frontier services on May 14, 2016. The last payment we received was on February 01, 2016 in the amount of $66.06. This payment was for the January 10, 2016 billing...

cycle. Frontier advises that the balance of $230.96 owed is for the billing cycles from February to May where Frontier did not receive payment for services provided.Frontier initiated contact with Ms. [redacted] and provided a breakdown of charges. Ms. [redacted] has been provided with direct contact information for any additional concerns.   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
Communications Thank
you for referring the complaint of [redacted] to our office for
review. We appreciate you bringing this matter to our attention. The
Complaint states that: Mr. [redacted] advises he continued to bill after he requested a disconnect and the amount was sent...

to a collection agency.Frontier
has investigated the above statements and offers the following response: Frontier records indicate, on December 13, 2016 statement the bill generated with a balance of $236.10 for charges from December 13, 2016 – January 12, 2017. Mr. [redacted] requested to cancel service December 22, 2016.This account remained active due to an ordering error. Frontier processed the disconnected order on March 22, 2017 and backdated the effective date of the disconnect to December 22, 2016.On the April 13, 2017 closing bill a prorated credit applied to the account from December 23, 2016 – April 12, 2017 for $-825.72. This left a balance of $140.88 for charges from December 13, 2016 – December 22, 2017.Frontier has attempted to reach Mr. [redacted] to discuss the above but was unsuccessful. Voice mail messages were left with direct contact information should he have additional concerns. We
trust that this information will assist you in closing this complaint. We
apologize for any inconvenience the customer has experienced as a result of the
above matter. Frontier
Specialist: Stacie B[redacted] Customer Relations

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:   Customer received bill(s) from a closed account.   Frontier has investigated the above statements and...

offers the following response:   Frontier no longer has any other account open for the customer. Any balance(s) have been removed from the previous account that the customer had open. Frontier had the balance corrected, so the customer will not receive any more bills address to him in regards to the account. Customer Satisfied.   We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and 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]

The Complaint states that:  Ms. [redacted] advises that she has been disputing her incorrect billing with Frontier since January 2017. Ms. [redacted] advises that she was offered a $400 Amazon Card when she started her service with Frontier that she never received. Frontier has investigated the...

above statements and offers the following response: Frontier advises that a thorough audit of Ms. [redacted]’s account has been completed, and it has been determined that the current balance on Ms. [redacted]’s account is correct. Frontier advises that the $400 Amazon Card was sent to Ms. [redacted]’s email on October 25, 2017.Frontier advises that we spoke to Ms. [redacted] on October 25, 2017 to advise of the above. Direct contact information has been provided.

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]
 
Frontier has agreed to honor the original price quoted for one year, JC at ###-###-####  ext [redacted]. I will verify the next few statement and if correct will consider the matter resolved. Thanks,   [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] was quoted $78.58 back on June 21, 2017.  It was like that twice and now he has to call and endure...

long wait times and representatives that promise to take care of things and they have not been taken care of. Frontier has investigated the above statements and offers the following response: Frontier found a code was removed off of Mr. [redacted]’s account as it was a duplication.  Frontier will honor price of $78.58 until June of 2018.  Frontier has issued credits to take care of the issue.  Frontier spoke to Mr. [redacted] on February 8, 2018 and he is satisfied. 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 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.