Frontier Communications Corp.

Frontier communications is charging me more than what I was originally paying per month ($53-$55)/moWhen I first called the company they stated it was a mistake and they would fix my bill and to only pay $for that monthSo I only paid $something for that one monthThe next month my bill was at $something including a past due amountI called again and they stated they will adjust my bill but they never did so I was being over charged with out even getting proper notification of why my bill had gone up and why the company kept telling me they will fix my bill but never actually did

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

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 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

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: Ms [redacted] states she requested her existing services moved to another location for the date of June 15, Ms** states she was told that installation date June 15, unavailable, and June 16, was available for installMs [redacted] states appointment was missed and advised new appointment date is June 21, Ms [redacted] was advised that the billing would continue from the old location until the installation of service at the new location Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account has issued a missed appointment credit and a six-day adjustment for services being billed at the prior location Ms [redacted] was moving from Frontier advises that it is a system requirement that the “move from” and the “move to” dates be the same.Frontier advises our records show her service has been installed at new locationFrontier has made several attempts 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

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 has billing discrepancyNo service was rendered with this new account numberFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on February 26, and explained we have adjusted the account to reflect a zero balanceFrontier will notify outside collection agency of correction 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 has contacted Ms [redacted] and has apologized to Ms [redacted] for her experience with Frontier Ms***’s feedback is an opportunity to improve our processes and personnel Frontier is thankful for Ms [redacted] bringing this to our attention so that we may have the opportunity to resolve it.Frontier has reviewed Ms***’s account and has issued a $courtesy credit for the billing issues she incurredFrontier has reviewed the February 7, billing statement and has issued credits in the amount of $for the late fee, value promo and broadband fee The current balance is $due by March 3, Ms [redacted] can review her account balance by logging onto www.frontier.comThe representative handling this complaint has provided her contact information to Ms*** The representative will be monitoring her account and next billing statement We regret any inconvenience that [redacted] may have 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 representative has contacted me to "review" my bill yet the overcharges on my phone bill have not been resolved Currently, our phone bill continues to have overcharges and incorrect information Regards, [redacted] ***

Thank you for referring the complaint of N M [redacted] to our office for reviewWe appreciate N M [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] stated that he had been billing incorrectly for months and had been unable to get the billing issue resolvedFrontier has investigated the above statements and offers the following response: Frontier corrected the monthly billing rate on October 26, Credit of $was issued on October 27, for prior incorrect billing and an additional credit of $was issued on October 31, to correct the bundle charges for the October bill.Frontier will follow up on Mr [redacted] ’s next bill to verify he is being billed the correct priceWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that N M [redacted] has experienced as a result of the above matter

Frontier has removed the terms from Mr [redacted] ’s account as requested.Frontier states the account will remain active, if Mr [redacted] wishes to cancel his services he will need to call Frontier’s Customer Service at ###-###-####

Frontier has reviewed the account of Ms [redacted] and finds that a technician was able to repair her service issue on April 19, 2016.Frontier contacted Ms [redacted] on April 20, and she advised that she has the technicians direct contact information for any future service concerns.Frontier has issued an out of service adjustment in the amount of $that will appear on her next billing statement

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] reflects that he is paying for a service tier up to MbpsHis account should never receive above Mbps in service.In addition, Frontier does reflect the highest available speed at Mr [redacted] ’s location in Mbps.Frontier mailed a statement to Mr [redacted] on September 25, to [redacted] *** 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] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he has a billing issueMr [redacted] states he was charged $upgrade fee without his knowledgeMr [redacted] also states he was charged for TV service even though he doesn’t have that service with FrontierMr [redacted] also states that his bill is supposed to be $per month for internet only but his bill each month is for $Frontier has investigated the above statements and offers the following response: Frontier states that a representative contacted Mr [redacted] on November 7, to discuss billing issues.Frontier also states that the customer was charged an early termination fee when he switched from phone, internet and TV services to internet only with Frontier.Frontier also states that Mr [redacted] has had a balance forward every month due to not paying the entire balance billed including the early termination fee.Frontier also states that as a courtesy we have agreed to waive the early termination fee since customer is maintaining his internet service with Frontier.Frontier also states that a subsequent adjustment has been applied to Mr***’s account to remove the past due balanceWe 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 Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] ’s phone and Internet service stopped working May 12, He was told a Frontier technician was scheduled to be at his residence on May 16, but no one came or calledHe continued to contact Frontier about the problems with his services but was unable to get a resolution Frontier has investigated the above statements and offers the following response: Frontier repaired Mr [redacted] ’s services on May 2, A credit of $was given on May 27, for the period of time Mr [redacted] was without his Frontier servicesFrontier contacted Mr [redacted] May 27, to confirm the services were repaired and to review the credit that was givenHe was satisfied with the response 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 [redacted] bringing this matter to our attention The Complaint states that: [redacted] advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from FrontierFrontier has investigated the above statements and offers the following response: 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.Frontier advises upon reviewing the account our records show that [redacted] ’s service has been repairedFrontier advises upon reviewing the account our records show that [redacted] ’s account has received a time out of service creditFrontier advises that it has given contact information to contact Frontier for any further issues with his serviceFrontier advises upon reviewing the account there has not been any further report of service not working by [redacted] Frontier advises upon reviewing the account our records show that [redacted] was contacted by Frontier on September 5, and confirmed his service was working 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 reviewed Mr [redacted] account and finds that he had an account created by AT&T for his phone service, ###-###-#### and a fictitious number, also created by AT&T for his internet and television service, which is [redacted] An order was received to port Mr***’s number to another providerThis was completed on 3/31/15, however his account with the television and internet did not disconnect and has continued as an active account Mr [redacted] does have a current balance on his account that was ported, ###-###-####, in the amount of $This is an accurate balance as his 3/9/billing statement, billed for the timeframe between 3/9/and 4/8/ He disconnected his service on 3/31/15, thus owing the majority of this billing His final bill for this account, generated on 4/9/and did prorate from 4/1/through 4/8/15, leaving a balance due in the amount of $No credits are warranted on this account Mr***’s account, [redacted] has currently been temporarily disconnected for non-payment Frontier has issued an order on account number [redacted] to disconnect permanently, and has back dated the order, to the original disconnect date of the main numberThis date was 3/31/Frontier will add this account to a calendar reminder and watch the account for any balance dueFrontier will zero out any final balance that generates

Frontier's Area General Manager had a face to face meeting with Mr [redacted] on February 10th and reached a mutual agreement on the resolution to his concerns

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] has our Internet service which is the only service in her area available Ms [redacted] has issues monthly where they have no service a tech goes out and it works for a while then it goes out again When they call for a repair that is a very long and slow process Ms [redacted] feels it is bad delivery of the service and poor customer serviceFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] about the complaint and she stated she felt her daughter had filed this on her behalf, after an area wide outage in the beginning of November after a storm had come through and many in her area were without service Frontier offered Ms [redacted] a month of service credit, she accepted and is satisfiedWe 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.It is true that Katie O [redacted] from Frontier called me and offered an apology and stated that the check would be forthcoming shortly I did receive the check on Saturday, September 24th, but it was not the full amount that is due to me The amount of the check is $102.58, but they owed me $ They still now owe me $ I expect that to be paid to me, and will not consider this closed until they do soI have phoned Katie and left her two messages since Saturday, but have yet to receive a return phone call 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 Regards, [redacted] Responded 6-10-2016.Our service was disconnected on February 27, not March 14, and a refund has not yet been receivedAs I recall Verizon requires payment on a monthly basis for services not quarterlyHow sad for them they do not show their customers the same courtesyTalk on their part means nothing until a check is received, by their own policy explanation and faulty record keeping, payment is past due