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 somewhat satisfactory to me however there is still a pending issue with Amazon $400 gift card.I have never had such poor customer service and will not renew contract with Frontier, even the resolution person that contacted me failed to do what she had discussed with me in our phone conversation and I had to contact her again to fulfill credits promised. It is horrible that customers have to go through this with Frontier and something should be done. I still have not received anything in regards to the Amazon $400 so resolution is still pending at this point and it's been 3 months. 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 found a better price and speed at SpectrumMr [redacted] advises that he was billed for a full month of service even though he wanted to end his service within the first daysFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on March 28, and confirmed that Mr [redacted] wanted to cancel Frontier serviceFrontier processed Mr [redacted] request to close accountFrontier explained 30-day minimum bill policyFrontier advises that Mr [redacted] has pre-paid for his services and is eligible to continue receiving service through the end of his billing cycle Frontier spoke with Mr [redacted] and confirmed the above information Frontier has sent Shipping labels to return Equipment and advised Mr [redacted] to keep UPS tracking number for tracking purposesFrontier has set follow up to ensure bill accuracy.Frontier advised Mr [redacted] that we are unable to reimburse for customers time 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 Mr [redacted] bringing this matter to our attention.The Complaint states that:• Mr [redacted] states his service was disconnected last summer, that he contacted Frontier to have the service re-connected and was advised he had to create a new account.• Mr [redacted] states he was offered a rate of $for years and a $Amazon gift card.• Mr [redacted] contacted Frontier to inquire about the status of his Amazon gift card and states he was advised at that time that he was not eligible because he was not a new customer• Mr [redacted] wants Frontier to honor the Amazon gift card offer he was promisedFrontier has investigated the above statements and offers the following response:• Account review shows Mr [redacted] had an account ending in that was disconnected on 7/18/ Once an account is disconnected completely, it cannot be re-connected; a new install order is required to re-establish service• Account review shows a new account ending in was established on 10/12/for FiOS 30/internet at $with a $Amazon gift card offer and year term • Account review shows that the agent who spoke with Mr [redacted] on 10/21/was looking at the disconnected account ending in 6253, and according to the notes on the account; they were advising that Mr [redacted] was not eligible for the Amazon gift card because the account was disconnected• Mr [redacted] is eligible for the Amazon gift card offer on the new active account and will receive the claim code for this card to his e-mail within days of his first payment as was noted on the new installation order We 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 matterSincerely,Frontier Executive Customer Relations

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] advises that Frontier billed him for internet service at a higher rate than what was agreed upon at... the time he signed up for new service. He also advises that Frontier billed him for television service that he never ordered. Mr. [redacted] advises that Frontier suspended his services because of a past due balance that he disputed. Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr. [redacted] ’s wife on December 29, 2016, and explained that the pricing on the internet service has been corrected to what Frontier and the customer originally agreed upon, and that the television service had already been removed. Frontier explained to Mrs. [redacted] that the customer does not owe anything as of now, and that all credits have been issued to the account. 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.

The Complaint states that: Ms [redacted] advises that her service had not been reconnected after it was disconnected in error after several attempts to resolve with Customer Service Frontier has investigated the above statements and offers the following response: Frontier advises that after several attempts we were unable to reach the customer by phone or emailDirect contact information has been providedFrontier has reviewed Ms***’s account and shows it disconnected on January 27, There has been no activity on the disconnected account since January 31, 2017, and as of today March 9, 2017, there are no pending orders, or active service at Ms***’s service address

Hi,This issue has been resolved Frontier's executive technical support team reached out to [redacted] and was able to connect the printer with the laptop and completed the setup They also setup WiFi printing on her Ipad She is all set now I have provided [redacted] with my direct contact information if she should need future helpThank You Serena J [redacted]

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 her Frontier phone service has not been working for six months and that she was informed by Frontier that the buried service wire will need to be replaced Ms [redacted] advises that the wait time for the replacement of the lines has been excessive and would like the work to start as soon as possible, so that she will be able to use her home phone service Frontier has investigated the above statements and offers the following response: Frontier advises that a permit is needed by the city in order for the work to start with replacing the buried service wire and repairing a broken conduit Frontier also advises that the amount of time that it took the city to approve the permit exceeded months Frontier advises that the permit to begin the work was approved by the city on August 18, and that the work should be ready to start at the end of the week of August 21, 2017.Frontier spoke with Ms [redacted] on August 23, She was advised that the permit had already been approved and that the line replacement crew should be ready to start working on the replacement of the buried service wire either later that week or the week of August 28, Her home phone service should be restored shortly after the lines have been replaced Frontier also advises the customer will receive a follow up call from Frontier around August 30, to ensure that she is satisfied with the repairs 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises that Frontier has not resolved her Internet speed issues Ms [redacted] also advises that she purchased equipment that did not help the speed issues Ms [redacted] also advises that she placed numerous calls to Frontier with no resolutionFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on December 1, and rescheduled a commitment to upgrade her Internet speed on December 14, On December 12, the Frontier technician spoke with Ms [redacted] and confirmed the work is complete.Frontier advises that the new equipment was purchased in October and the 30-day return period has expired Frontier again spoke with Ms [redacted] on December 15, and she confirmed the Internet is working now 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 CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: Mr [redacted] is disputing his billing for services from Frontier.Frontier has investigated the above statements and offers the following response:Frontier advises that the correct price for the package that Mr [redacted] subscribes to is $per month before equipment fees, taxes and surcharges for two yearsFrontier offers only one loyalty discount per account on pricing to eligible customers at various times.Frontier is providing a loyalty credit of $off per month for one year to Mr [redacted] Frontier attempted to reach Mr [redacted] to advise of the above but was unsuccessfulFrontier did leave a message that included direct contact informationWe 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 Specialist: Tocoma K Department: General Manager

Thank you for referring the case of [redacted] We appreciate you bringing this matter to our attention.Our investigation has determined that the customer had residential DSL service Our records reflect that the customer’s service began on July 11, and was disconnected on July 25, The customer’s first bill was $A credit was issued leaving a balance of $ The account has been written off and was credit reported on October 11, The balance is valid as the customer’s account showed usage and customers are responsible for the first thirty days of service.We apologize for any inconvenience this may have caused the customer We trust this information will assist you in closing this caseFrontier Executive Customer Relations

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] states that he has been having problems with his Internet and telephone service for months with Frontier Frontier has investigated the above statements and offers the following response: Frontier states that Mr [redacted] reported telephone and Internet issues five times since October 8, The last report that was made was on December 21, and it was repaired on December 22, The technician repaired an inside wire in the NIDThe technician confirmed dial tone with the customer after the repairFrontier spoke to Mr [redacted] on December 28, and he stated the service was workingFrontier has issued a onetime out of service credit of $61.91, which Mr [redacted] is aware of 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 advises that all credits due have been appliedFrontier finds that no additional are applicable.At this time, Mr [redacted] owes $due by December 5, This is less due to an additional credit placed by Frontier customer service of $on November 21, 2016.Frontier has mailed out the past statements, per Mr [redacted] s’ requestHe can also view his statements online 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] D [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that:Mr [redacted] states my business has lines on of which is a fax lineHe has a primary line say line which is used for long distant calls and under contract we are not supposed to get charged for ld from this lineSince Frontier took over we have been getting charged as if line is line and line in line Long distance and fax calls are being charged only because they did not transfer numbers correctlyLine or our primary line no long distance calls associated with it but all long distant calls are done on this line! Calls on line and (fax line) are being chargedThey shouldn’t be charged either since we are supposed to have free long distant callingI have called these inept people or timesBeen disconnected or hung up on twiceBeen transferred from billing to service department multiple times Frontier has investigated the above statements and offers the following response:Frontier has spoken to Mr [redacted] and has apologized for any confusion and frustration he has experienced and explained his current phone plan is the same plan he had before Frontier Communications acquired the business from Verizon Frontier has explained that long distance calls are being made from the primary line, however the detail of the calls do not show on the bill due to being on an unlimited calling plan The other lines do show the usage as they are not on an unlimited plan so we show detail of the call as where it came from, how long it was for and the amount being billed 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 Regards, [redacted] I wanted to state that this has been resolved but wanted to make sure you got important facts first Throughout the process Frontier kept denying that I ever had the max broadband When the tech came on October 25th, he stated multiple times that he was the one who set up my service initially and I never had the max package I told him not only did I have it, I had been billed since or for that service and it was working flawlessly After a lengthy conversation the tech decided to go ahead, turn on the max service and test it outside and inside my home and realized I was correct and said I should not have any issues with it from now on He said I did not have any drop from the outside of the home to the inside at all I’ve been performing a line speed test once a week since the max broadband was restored and it’s been the same speed as I had back in or I’ve been putting off contacting the Revdex.com until now to make sure I did not have additional issues that needed addressed Something that surprised me is that on Wednesday, November 9th, Frontier dispatched a service tech to my home to address my slow internet speed When I told him that the tech on October 25th had restored the max internet service he seemed very surprised and didn’t know that I explained to him what the tech did on the 25th and he replied that he would go back and mark my location the way it was originally marked so that I would not have someone do an audit and change it in the future, causing us additional problems At this time, this complaint can be marked as resolved I want to thank the Revdex.com for your service and Frontier for helping me get this resolved

Thank you for referring the complaint of [redacted] DBA: [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: • Mr [redacted] stated that he moved his business to a new location and was provided a new phone number by Frontier• Mr [redacted] stated that he called Frontier on March 29th, to cancel the services at the old business location• Mr [redacted] stated that a Frontier agent advised that there would be no termination fee• Mr [redacted] stated Frontier continued to bill him for a cancelled phone line Frontier has investigated the above statements and offers the following response: • Frontier records confirm that the order to install service at the new (business) location, was completed on February 16th, • Frontier records show that on March 29th, Mr [redacted] called Frontier to schedule the disconnection of his services at the old (business) locationAn order error caused only one of the two phones to be disconnected• Frontier records show that Mr [redacted] was charged for the remaining phone line in errorThis line has been disconnected and all billing has stopped• Frontier has refunded all over payments charged to Mr [redacted] and a check will be mailed to the address on fileWe 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 had been told that there would be no contract when she signed up for Frontier services a year ago Frontier has investigated the above statements and offers the following response: Frontier advises that the package that Ms [redacted] was signed up for did include a 2-year term agreement, and the promotions and discounts that she was receiving are tied in to the 2-year agreement Frontier advises that their terms and conditions posted online state that when subscribing to a bundled service plan with a term commitment, a customer is agreeing to maintain such services for the minimum term period of that plan.Frontier advises that Ms [redacted] ’s services are scheduled to be cancelled on February 26, 2018, and she can always stop the disconnection if she changes her mind before then.Frontier spoke with Ms [redacted] on February 16, She was advised of the above information 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

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.We were charged different amounts at different times, both $and $39.99, as I have the bills to prove itSecondly, is not an acceptable speed for Internet as one does not connect to anything at that speedAgain, this is why the entire town was going to file suitSecondly, my payments were not made lateI have no control over the processing time it takes for Frontier, therefore I should not be responsible for their latenessIf that's the case, I will charge my own late fee to them effectively nullifying the $if feesLastly, no messages were left for any phone calls supposedly made to me Regards, [redacted]

Frontier has investigated the above statements and offers the following response: Frontier finds that Ms [redacted] was quoted a pricing that did not include equipment.Ms [redacted] disconnected the television service as of April 11, Frontier has issued and adjustment of $for the difference in the price quote and installation charges.Ms***’s adjustments will reflect on her July 02, statement.Frontier has internally addressed any coaching/disciplinary action related to this complaint.A Frontier Consultant has made direct contact with Ms [redacted] and advised of the above statementsWe 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 [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that they bill is to be and a credit of was to be credit each month however no credit appeared and they have to call every month Frontier has investigated the above statements and offers the following response: Frontier review the account and we have removed a charge to get the customer rate to be before any taxes or fees.Frontier spoke with Mr [redacted] and advised that we have removed a fee of to get the rate lowered and will follow up on the next month statement 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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that Frontier has been billing her for long distance phone calls even though the calling plan she has includes unlimited long distance calling Ms [redacted] advises that Frontier billed her for an early termination fee when she never requested to have her services cancelled; she only made some minor changes to her existing servicesMs [redacted] advises that the she was overbilled for the month of December and that the Frontier agent told her that her billing would be corrected and all credits issued to account Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on December 27, 2016, and explained that she was billed erroneously for the long distance calls, and that all of the calls will be credited since her Frontier home phone service includes unlimited nationwide long distance calling.Frontier informed Ms [redacted] on January 3, that the early termination fee was reversed and all late fees credited.Frontier advises that her monthly rate has been corrected and all the appropriate discounts have been appliedThe monthly rate going forward will be approximately $177.99, with taxes subject to fluctuation 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