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.Since I was without phone and internet service for almost weeks Frontier should have discounted the final billI see why they are losing customers and the stock price is fallingNo customer service and poor internet and phone service Regards, [redacted] ***

Thank you for referring the complaint of [redacted] to our office for review. The Complaint states that: Mr. [redacted] advises Frontier Communications Continues to bill for services not rendered. Frontier has investigated the above statements and offers the following... response: Frontier advises that a credit was approved for $161.05 which zeroed Mr. [redacted] account with Frontier Communications and the account has been disconnected since 06/14/16.Frontier spoke with Mr. [redacted] on 09/26/16 and followed up to advise of the balance. Mr. [redacted] has direct contact information for further 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.

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises he cancelled his service with Frontier and is due a refund check for the remaining credit balance of $and has not received it as of yet Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that a refund check of $was generated on October 8, Frontier spoke to Mr [redacted] on October 11, and advised the refund check has been generated and will arrive by US mail 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

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 received a bill for September and October so this is not over and I never received a $gift card Regards, [redacted]

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Internet and TV has been out of service since May 1stRepair ticket was issued and commit date was promised for May 3rd Customer felt there was a lack of communication about his need for the repairFrontier has investigated the above statements and offers the following response: The Internet and TV services were repaired on May 4th.The out of service was due to the drop being cut by the neighborCredit was issued for the time out of service of for the days May 1st thru May 4th, total credit $and additional credit of $was issued for the missed commitment on May 3rdApologized to the customer for the lack of communication for his repair needsWe 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 has determined that no ports are available in [redacted] area and therefore, no internet service can be installedFrontier advises the Representative that created the order will be addressed internallyWe regret any inconvenience that may have experienced as a result of the above matter

Thank you for referring the case of [redacted] to our office for review We appreciate you bringing this matter to our attention.We called and spoke with [redacted] on April 19, and he advised that their FiOS Video service was restored yesterday, April 18, On April 19, we issued a total credit of $for (2) months FiOS Video service and DVR receiver (75.99xand 19.99x= $191.96) The customer’s billing date is the 28th so that credit of $should be reflected on his April 28, billing statement If it is not, I have requested the customer to deduct that amount from his bill If the credit is not on his May 28, 2017, I have requested the customer to call me so that I can investigate and resolve The customer is satisfiedWe apologize for any inconvenience this may have caused the customer We trust this information will assist you in closing this case.Frontier Communications

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's statement that my original request for service could not be completed due to the prior tenant having working service is partially accurateThe prior tenant had opted not to cancel his service until 11/17/2017, though he moved out prior to 11/1/and had no rights or access to the propertyNor did he have actual working service or a modem there to useI provided Frontier with a working number when I originally placed the orderThey claim they called that number 11/3/to advise of the cancellation of the install appointment, but I had no missed calls from Frontier and they did not leave a messageI provided an alternative working number after the 2nd missed appointmentI had not contacted Frontier since speaking to Brandon in the Executive Escalation Department on 11/28/2017, because he told me they could not provide internet and would not compensate me as previously advised reference missed appointment creditsBrandon would also not reduce the cost of home phoneI have spoken to Amanda as of 12/21/Brandon had told me that a one time courtesy credit of $could be issued to me for the missed appointments, but Amanda said their would be no credits applied to my accountBrandon had also told me that there would be an increase in the home phone service because due to it not being bundled with another serviceAmanda denied that there was any price difference between bundled and unbundled phone servicesAmanda also would not offer any compensation to me for my lost time dealing with this situation and the frustration surrounding the lack of service provided by Frontier I still feel, at a minimum, the least Frontier could do is send me the Amazon Gift Card and provide me with a year of Prime membership, especially since they should have known they had a waiting list for services in my community and I should not have been allowed to schedule an install in the first place, much less deal with missed appointments to be told ultimately they could not provide the services.I also want it noted that the home phone number that had been issued to me was going to voice mail for some time and I left Amanda a message on 12/21/asking how any voice mail messages that had been left might be retrieved even though the number has since been disconnectedIn true Frontier fashion, Amanda has not returned my call [redacted]

Frontier CommunicationThank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Customer upset that their services have been disconnected and they need their FIOS services so that their children can do their homework for school (Rebuttal) Customer disagrees with the payment results previously presented from Frontier, that feels is not resolved Frontier has investigated the above statements and offers the following response:Frontier investigated and has found that the account has been disconnected for non-payment multiple times, due to inaccurate card information on file.Customer has updated their account with different card information multiple times, however it has failed to process through, due to discrepanciesOn November 22, 2016, account information was verified, and a payment posted to the account for $on November 22, which brought the account to a zero balance(Rebuttal) Frontier account records have been updated at this time.Customer can also go online and update their credit card information themselves if this is more convenient, and check it for themselves and make any changes/updates.Once a account has been placed back on auto payment, it can take up to 1-bill cycles to take effectI show this was corrected on November 22, We trust that this information will assist you in closing this rebuttal complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.Frontier Specialist: James N*** Department: Customer Relations

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The complaint states that: Ms [redacted] advises that on October 25, she contacted Frontier about buzzing and screeching on her telephone line.Ms [redacted] advises that she kept reporting issues to Frontier about her telephone service and that Frontier technicians were signing off her repair tickets without fixing her telephone lineMs [redacted] advised after continually contacting Frontier she still had an issue that her telephone jack to her fax machine was not working after a technician worked on her line Frontier has investigated the above statements and offers the following response: Frontier made contact with Ms [redacted] and confirmed that on November 22, a Frontier technician repaired her telephone service.Frontier has scheduled a technician for Friday December 2, to come out to repair the jack for Ms [redacted] ’s fax machine at no charge.Frontier has credited Ms [redacted] account for $for her service issuesFrontier has provided Ms [redacted] a direct point of contact should she have any further questions or concerns We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Ms [redacted] sent an e-mail with her Verizon Wireless payment historyWe have reviewed the payments and confirmed that the last three payments Verizon Wireless received from combined billing with the customer's local Verizon bill were: $on 12/20/15, $on 1/20/and $on 2/20/ The last three Verizon local statements prior to the conversion reflected the same three amounts billed for Verizon Wireless service: $187.46, $and $ As you can see, the payments from Verizon Landline have all been paid to Verizon wireless, so there are no payments due from Frontier (Verizon) to Verizon Wireless I spoke with Ms [redacted] a few minutes ago and discussed our findings

.. 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 his Internet service with Frontier has not worked properly since he signed up for it. He would... like it fixed and to have an adjustment on his bill. Frontier has investigated the above statements and offers the following response: Frontier states that Mr. [redacted] called in to Frontier on December 9, 2017 and reported Internet slowness. Frontier repaired equipment on December 13, 2017. Frontier spoke to Mr. [redacted] today and he states the Internet is working to his satisfaction. Frontier has issued a onetime credit of $53.13 for the Internet outage. Mr. [redacted] is aware of the credit issued. 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.

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 My statement says as of today's date I have a credit of dollars and that's because I overpaid you guysI just spent minutes on the phone to just be told that it takes billing cycles to receive a refund and then my refund is issued in the form of a visa gift cardThat's unacceptable - I paid with my bank account and would like a check so I can return that money back to my bank accountAdditionally the prime was not resolved and I've now just spent more than hours with your company totalI want my funds returned via a checkI also want to know what my other options are for my complaintsDo I contact the attorney general in New York? If so please provide those details Regards, [redacted]

After further investigation, Ms [redacted] was set up for phone, internet, television Frontier Secure, and DVR servicesMs [redacted] only requested internet, television, and Frontier SecureA service order was completed on 05/31/to remove the phone line, Frontier Secure and additional TV set top boxes.Ms [redacted] received a total credit of $202.80.Going forward, Ms [redacted] ’s monthly charges will be $before taxes, then after months will go to $before taxes

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 was advised there would not be a termination fee for cancelling her services with Frontier Communications.Ms. [redacted] states that she should not be billed the full termination fee for cancelling services. Frontier has investigated the above statements and offers the following response: Frontier stands by its original response to the customer. A review of this account shows that Ms. [redacted] was in a contract that was committed through July 27th of 2016.Ms. [redacted] requested to cancel her services 27 days prior to the completion of her term commitment.An error in Frontier billing charged Ms. [redacted] a $200 early termination fee. This should have been prorated out for the number of days remaining in the term. A Frontier customer service representative has corrected the billing error by issuing a credit in the amount of $190.00 to offset the original charge of $200.00, and to reflect the correct amount of termination fee.A Frontier representative has contacted Ms. [redacted] and informed her via email that the correction has been made. Ms. [redacted] requested that she receive no further communication from Frontier Communications regarding the matter. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. Sasway has experienced as a result of the above matter.

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he signed up with Frontier for a bundle service at a promotion rate and channels that he wanted and when the service was installed channels were missing and he was advised that he needed to upgraded at a higher rateMr [redacted] wants Frontier to honor the pricing or alloy him to disconnected without any termination feesFrontier has investigated the above statements and offers the following response: Frontier review the account and we show that the rate is for months.Frontier contacted Mr[redacted] and reviewed his account and went over the promotion and chargesservice was ported out to a CLECWe 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 10747968, and find that this resolution is satisfactory to me Regards, [redacted]

Thank you for referring the complaint of to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: [redacted] advises that her service was not working and is due creditFrontier has investigated the above statements and offers the following response:Account research located the following trouble tickets: [redacted] - Reported 06/25/as no light on internetThe ticket was closed 07/01/as changed cable and pair [redacted] reported 08/23/as can't connect on HSI the ticket was closed 08/26/as changed customers service to a different pair [redacted] - reported 09/13/as no High Speed Internet Syncthe ticket was closed 09/20/as line not found out of serviceCalled cbr no answer.Account notes show on September 16, Ms [redacted] spoke with a Frontier representavite and advised she would be porting service, refused any offersResearch failed to locate a request to disconnect the serviceRecords show service order [redacted] completed November 7, disconnecting service effective October 9, account research shows Ms [redacted] carried a past due balance since July 2016.Records show the following credits were applied for the service outage: 08/23/$late payment fee; 08/23/$inernet service, 08/23/$credit for telephone serivce outage and 08/23/$service performance guarenteeThese credits reflect on the September 4, bill dateAt this time all warranted credits have been applied to the accountA Frontier representative attempted unsuccessfully to reach Ms [redacted] A contact letter was sent on June 8, We trust that this information will assist you in closing this complaintWe regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter.Frontier Specialist: Amy B [redacted] Department: Consumer Relations

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] Per your email and a past conversation with a representative the balance should reflect $and there is still a balanceOnce again I had to call frontier and ask that they remove thisUntil my balance reflects $I will not consider this RESOLVEDI don't understand why it takes THIS MUCH to try and get something done with your company

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s service was routed to new equipment on ticket number [redacted] .Frontier’s tariff does not reimburse for loss of wages, tuition, or other compensation that may or may not be derived from the loss of internet servicesFrontier applies credit based on the number of days a customer is without service based on the daily rate of the specific serviceFrontier has applied a credit of $to Mr***s account based on Mr***s repair request 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