Frontier Communications Corp.

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, pending final billing reflecting zero balance Regards, [redacted]

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he would like Frontier to honor the discount Frontier promised and would like to have the Technician labor fee creditedHe explained that a technician never came to the house for any repair issuesFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on August 11, Frontier explained that we are able to issue credits for the missing retention offerFrontier explained that we issued credit for the Frontier labor chargeMr [redacted] is satisfied with the resolutionWe 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 forwarding the additional concerns brought forth by Mrs [redacted] to our office for reviewThe previous rates have been re-established and will appear on the October 19, billing statementAn adjustment in the amount of $has been applied to the September billing statement; which reduces the amount due to $In reference to the internet speeds, Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and network interferenceThis may affect customer speeds occasionally We trust this information will assist you in closing this complaintFrontier apologizes for any inconvenience the customer has experienced as a result of this matterThank you,Edna CExecutive Customer Relations###-###-####

Thank you for referring the complaint of [redacted] A [redacted] to our office for reviewWe appreciate [redacted] A [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advised that when he called to setup service that he would receive a $amazon gift card, not knowing that it would take days to receiveMr [redacted] advised that the representative told him that the internet service was perfect for gaming, but he has had nothing but slow speeds Frontier has investigated the above statements and offers the following response: Frontier’s Amazon gift card policy states that any customer that signs up for an amazon gift card would have to pay their 1st bill and then they will receive their gift card around days after their start dateFrontier found that Mr [redacted] has the Meg internet speed and has room to move up in speed.Frontier has tried to contact Mr [redacted] on 12/5/16, 12/8/16, 12/13/and 12/16/with no successFrontier has emailed Mr [redacted] the resolution and left him a representatives information should he have any questions We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] A [redacted] has experienced as a result of the above matter

The Complaint states that: Mr [redacted] advises that he spoke with a Frontier Representative on August 17, after his promotional period had expired and was offered a rate of $Mr [redacted] advises that he was billed at a higher rate than promised Frontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience this may have causedFrontier has agreed to offer Mr [redacted] the bundle he currently has for $per month plus taxes and surcharges for one yearFrontier advises that we spoke to Mr [redacted] on November 2, and advised of the aboveDirect contact information was provided

Frontier CommunicationsThank 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] is disputing a final bill for services not rendered, as he requested his service to be cancelled as Frontier could not connect in a timely manner Frontier has investigated the above statements and offers the following response:Frontier investigated and found that Mr [redacted] has been working with multiple representatives however the service was not cancelled in a timely fashion causing the customer to be billed.Frontier advises a credit of $has been issued on March 13, to the account bring it to a zero balanceAll credit reporting agencies have been notified of this error please allow 30-days for them to update their recordsA Frontier Representative spoke with Mr [redacted] to review the account, and he was satisfiedWe 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: James N [redacted] 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] states that she is not receiving the monthly rate she was quoted and has called several times to resolve the issueFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that Ms [redacted] was billed the incorrect amount due to a billing errorFrontier applied a one-time credit to Ms [redacted] ’s account in the amount of $on March 19, to correct the billing error.Frontier has corrected the billing error going forward.Frontier spoke with Ms [redacted] on March 19, to adviseWe 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 has investigated the above statements and offers the following response: Frontier has searched our systems are have been unsuccessful in finding an account number for the telephone number provided.Frontier has made multiple attempts to contact Ms. ***, that have been unsuccessful.Frontier... has left detailed messages on the telephone number provided with direct contact information. We trust that this information will assist you in closing this complaint. We regret any inconvenience that [redacted] S. [redacted] may have experienced as a result of the above matter.

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe complaint states that: Mr [redacted] advises that he was having issues with his current provider and wanted to test out Frontier’s Internet service He placed an order and the technician went out and was advised by the technician that he would not be able to get the speed that he signed up for that he could receive the next lower speed with a lower price because he was too far out and that he would call the office to make the change and Mr [redacted] agreed.Mr [redacted] advises that he called into Frontier to cancel his service and was advised that he needed to pay the full amount to cancel the service He advises that he called almost every other week to negotiate to get the service turned off and was told after a few months that it had been written offFrontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] was too far out from the office to receive the Ultimate Internet service when the technician installed it but he could get the next speed down the Ultra Internet serviceThe technician called the office and the change was made to the Ultra speed.Frontier advises that there was a disconnect order placed on August 29, to cancel the Internet service.Frontier advises as of March 20, credit has been applied to the account in the amount of $and it now has a zero balance and will be sent to the outside collection agency for update.Frontier attempted to reach Mr [redacted] to advise of the above but was unsuccessful Frontier has left messages for Mr [redacted] that included direct contact informationWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] experienced intermittent outages and interference with her Frontier service for approximately one yearMs [redacted] requested her Frontier equipment outside her home be replaced Frontier has investigated the above statements and offers the following response: Frontier did send a technician out to Ms [redacted] ’s location on May 16, and he replaced the network interface outside her homeFrontier confirmed shortly after with Ms [redacted] that she was no longer experiencing any service issues at that 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

The installation of Ms [redacted] ' internet service was delayed due to inclement weather in California We needed to pull technicians off of install duties, in order to restore service to flooded areas

Thank you for referring the rebuttal of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Rebuttal states that: Mr [redacted] advises that when he called Frontier to cancel his services on November 11, 2017, he was advised that his balance was at zero Mr [redacted] advises that the remaining $balance needs to be credited to bring his final balance to zeroFrontier has investigated the above statements and offers the following response: Frontier advises that after further investigation, it was confirmed that Mr [redacted] was told that his balance was at zero on the date that he called to cancel his services.Frontier advises that although normally the customer would be responsible for the charges for the full month since a new bill cycle started on the same date that the services were cancelled, the previous balance of $has been credited in full to bring the account balance to zero.Frontier spoke with Mr [redacted] on January 8, and advised him of the above statements 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 reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises appointment for repair on 8/26/was missedMs [redacted] advises she has been hung up on by representatives at Frontier Communications Frontier has investigated the above statements and offers the following response: Frontier Communications investigated and found that, per the notes on repair ticket #: [redacted] from the field technician, “08/26/19:(C) ( [redacted] ): customer canceled at the door” However Frontier Communications scheduled a technician back to the home for 8/29/16, per a call back in from Ms [redacted] and the Internet service was restoredAdditionally, Frontier apologizes for call drops and no call backsThe Customer Service line is an inbound line and if the representative, that the call was lost with, gets another call back in immediately there may not be an opportunity to get a call back out to the consumerHowever, the call back number taken is notated in the account for future reference 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 [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] is disputing his bill for services from Frontier Frontier has investigated the above statements and offers the following response: Frontier advises on March 23, Frontier left a voicemail advising the account has been adjusted and the current balance of the account.Frontier advises [redacted] has a direct point of contact to Frontier for any further assistance with this issue 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

I have tried to contact them and they hang up on me or put me on hold for 30+ minutes

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: [redacted] states her internet service has been interrupted, she also advises a payment has been made and she has not received a bill Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account the service was restored on June 24, 2017.Frontier advises that upon reviewing the account the service address and the billing address are the sameFrontier has made an attempt to reach [redacted] ; however, Frontier has been unsuccessful in speaking with her 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 [redacted] [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that his bill was charged for a service that he did not request and he has been advised that a credit would be issued however no credit has appliedMr [redacted] states that we took more money out of his auto pay account that he has set up which he would like it reverse Frontier has investigated the above statements and offers the following response: Frontier review the account and we show that credit was issued in the amount of $however the credit posted after the bill cycle date.Frontier has requested that $be reverse and put back into the auto pay allow to business to process.Frontier spoke with Mr [redacted] to advise of the reversal and time frameWe 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 Communications 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: [redacted] advises that was quoted a discount each month of $to bundle with Dish services and $discount to set up automatic payment Frontier has investigated the above statements and offers the following response: Frontier investigation found [redacted] account is receiving the $Dish bundle discount Frontier found that [redacted] account is not set up for automatic payment therefore does not qualify for the $discount for the automatic payment Frontier has been unsuccessful in reaching [redacted] and has left direct contact information on voicemail/answering machine 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 as I explained below this credit does not resolve the many hours I have spent on the phone as well as the monthly call to frontier I have had to make the last months Please provide the number to the CEOs assistant Regards, [redacted]

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states he had Frontier internet service installed on 12/14/and was unhappy with the installation and the overall performance on their Wifi router and contacted Frontier cancelling the service the following day 12/15/Mr [redacted] states he was advised there would be no charge, then received a January bill for $ Mr [redacted] further states he was advised to disregard the bill and then received another bill dated 02/07/stating $is dueFrontier has investigated the above statements and offers the following response: Frontier records do show the installation completed 12/14/with a field technician installation The records do show Mr [redacted] did disconnect the internet service on 12/15/Frontier records show Mr [redacted] was billed a month minimum for the internet service, installation and shipping and handling charges However in this instance Frontier has credited the balance in full Mr [redacted] will see the credit of $applied on the 03/01/statement Frontier has left Mr [redacted] a voicemail with a direct contact number and provided the details listed aboveWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Sincerely, Frontier Customer Relations