Frontier Communications Corp.

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

[redacted]-[redacted] bringing this matter to our attention.   The Complaint states that:   Ms. [redacted]-[redacted] advises she requested to have her Frontier service disconnected. Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms. [redacted]-[redacted] on March 21, 2018 and advised that the port out order was completed on March 19, 2018. Frontier advises that Ms. [redacted]-[redacted]’s account will process the final bill statement with the April 13, 2018 billing cycle. We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Ms. [redacted]-[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.Frontier has resolve most of the issues.    I give them credit for promptly contacting me once this complaint was filed.    There is one additional issue that should be resolved soon but the technician is not available today.  Hopefully it will be resolved on Monday 6/20/2016.   Additionally, I still believe that I am due a refund for the almost month that we have gone without the functionality we contracted for.    I would also like to say I really appreciate Melody and Tina who both have helped resolve this issue.  
Regards,
[redacted]

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.

Frontier Communications
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]’s billing is higher than agreed upon rates for the internet...

router.
Frontier has investigated the above statements and offers the following response:
• Frontier has found that [redacted] account is being charged for 2 routers at $9.99 each, and only has 1 router in the residence.
• Frontier has removed the extra charge for the router and has adjusted off the router fee for the 3 months that were charged for $32.97 and an adjustment for $2.50 for the late fee.
• 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 [redacted] has experienced as a result of the above matter.
Frontier Specialist: Angela C[redacted] Department: Consumer 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, distance from     the central office,...

etc.   Mr. [redacted] is provisioned for 12 Mbps / 864 k.    A Frontier technician was dispatch to Mr. [redacted]’ home on March 06, 2017 and discovery the root cause was due to issues at the facilities.    Frontier has applied an adjustment to Mr. [redacted]’ account in the amount of $44.99    A Frontier consultant has been in direct contact with Mr. [redacted] and verified services are working. We regret any inconvenience that Mr. [redacted] may have experienced as a result of the above matter.

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...

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] disconnected service on October 9, 2017 and was paid through October 19, 2017.  Ms. [redacted] states she received a bill in November in the amount of $11.15 and was told this charge was for internet. Frontier has investigated the above statements and offers the following response: On October 9, 2017 there was an order placed to disconnect Frontier services. Frontier services are billed through the end of the billing cycle and are not prorated.  Ms. [redacted] account was paid through November 18, 2017.Per Frontier’s service agreement for internet, Frontier charges a $9.99 internet processing fee plus taxes, when services are disconnected.  On November 29, 2017 per an online chat, an explanation for this fee was provided to Mr. [redacted].  Frontier advises that the $11.15 charge is a valid charge, as it is the processing fee and not for internet service.  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.   Department: Customer Relations

Frontier has investigated the above statements and offers the following response:   Frontier advises that Ms. [redacted] received $70.56 in credits since September.Frontier finds that the balance of $35.77 is valid and due 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.

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 has reviewed the account of Mr. [redacted]-[redacted] and finds that her first billing statement did include a $149.99 installation fee for the internet.Frontier placed an adjustment in the amount of $149.99 on 1/14/17 that has posts to the account balance, however there has only been one payment...

made on the account in the amount of $50.00 on 12/4/16, therefor the account is temporarily disconnected for non-payment.Frontier does apologize for any miscommunication or inconvenience caused, however has placed the adjustment to offset the install charge.

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]

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.Here is what I have stated that nobody from Frontier seems to pay attention to:  I spoke to Frontier customer service a day or two after July 21.  I was told that a $100 dollar payment would be acceptable for now to keep my telephone service active.  I payed Frontier $100 from my online banking and it was processed on July 25th.  Then a few days later my service was cut off without any other warning.  So Frontier stating that my last payment was back in April was incorrect.  They can see in their records that I made a payment on July 25th.  Attached is a copy of my record of payment to Frontier on that date.
Regards,
[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]

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 [redacted] to our office for review. We appreciate [redacted]...

[redacted] bringing this matter to our attention.   The Complaint states that:   Mr. [redacted] states that he purchased his business in August 2012 and the previous owner turned off all of their services and Mr. [redacted] started a new account. Mr. [redacted] states his service were disconnected due to non pay when he called in he was advised that a payment would be needed. Mr. [redacted] states he requested new service under his name and there should be no unpaid balance. Mr. [redacted] has called in and he is being asked for a IRS document. Frontier has investigated the above statements and offers the following response:               Frontier review the case and we have advised Mr. [redacted] that we would need an IRS document that shows his Tax ID with his business name and date. Frontier advised that we have not received this information in writing in order to further assist.   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 Mr. [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention.   The Complaint states that: Mr. [redacted] received a bill from Frontier for service never installed .   Frontier has investigated the above...

statements and offers the following response: Frontier have issued a full credit to the bill Mr. [redacted] received.   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 Mr. [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention. The Complaint states that:            Mr. [redacted] advised he has not received a refund from Frontier for his overpayment.            Frontier has investigated the above statements and offers the following response:                         Frontier advised that they had set up a follow up with Mr. [redacted] to refund his            overpayment once the new statement was generated showing his credit amount.Frontier followed up for his new statement and is requesting a refund of the overpayment. Frontier spoke with Mr. [redacted] to advise that his refund has been requested.  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 signed up for Frontier internet service and paid a $97.00 deposit, but the service...

did not work properly and continuously buffered.       Ms. [redacted] advises that she received a bill from Frontier for almost $300.00 and is requesting to have her balance zeroed out.  Frontier has investigated the above statements and offers the following response: Frontier advises that on her first invoice, Ms. [redacted] was billed for the minimum 30 days of service, a one-time installation fee, and a one-time charge for the router, which totaled $295.48.Frontier advises that the customer does owe for the time that the service was active, but since the service did not meet her needs, agreed to credit half of the original balance.  Frontier then issued a credit in the amount of $147.80 on November 8, 2017.Frontier spoke with Ms. [redacted] on November 22, 2017 and advised her of the above statements.  She was advised to pay the remaining $147.80 balance, and then the $97.00 deposit will be refunded to her in full.   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.

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

Frontier has investigated the above statements and offers the following response: Frontier has called and left voicemail messages for Ms. [redacted] to contact the representative handling this complaint.Frontier’s billing policy states that TV and Internet services are billed in advance for the...

following month.  Termination of TV and/or Internet will be effective on the last day of the billing cycle. The service(s) will remain available to Ms. [redacted] through the end of the period for which she has been billed in advance.Frontier does not prorate or issues refunds for services previously billed. We regret any inconvenience that [redacted] may have experienced as a result of the above matter.