Frontier Communications Corp.

Customer Name: *** *** Phone: ###-###-####
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr*** states that he had been promised one month free service credit after install and credit was not given Frontier has investigated the above statements and offers the following response: Frontier pulled the call with Mr*** and a Frontier Representative did advise him to call in for a month’s service credit after he received his first billing. Frontier contacted Mr*** and advised that a credit of $would be placed on the account and show on the December 16, invoice. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** 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 *** and find that this resolution is satisfactory to me We appreciate the phone call from the Technical Supervisor, and for the help of the Engineering Manager and Crew The wires have been raised and are now much safer and repaired correctly We appreciate their timely support to remedy the problem!
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Mr***’s account and discovered that the order was posted as completed with installation instead of the order being cancelledWe have updated our files and credited the account in the
amount of $122.73. The account has a zero balanceWe regret any inconvenience that *** *** may have experienced as a result of the above matter

Frontier Communications Thank you for referring the complaint rebuttal of *** *** to our office for review We appreciate her bringing this matter to our attention The Complaint states that: Ms*** received her bill and it was double her previous billMs*** is now being charged for something she was not charged for in the past Frontier has investigated the above statements and offers the following response: Ms***’s new bill reflects a change from DSL to FIOSHer previous rate was at $per month, with a new rate of $per month. Ms*** was also charged an early termination fee of $from her DSL account in error. That has been credited back to the account as of today, reducing the balance on the account to a credit of $0.31. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** has experienced as a result of the above matter Frontier Specialist: Brian M*** Department: Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Frontier has offered below but has not adjusted my bill or included in a recent mail from. The letter offered the $ credit but no monthly adjustment was indicated
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** advises that his TV service is poor, with pixilation and audio degradation and internet service is
intermittentHe advised that a tech has not been out to fix the issueMr*** advises that he purchased dozens of FIOS movies and they disappeared after the transition Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician who cleared the TV and internet issuesFrontier provided Mr*** with a credit as the service has not been working properlyFrontier advised Mr*** that his library of purchased movies is still importing to the Frontier networkHe stated he currently has eighty to ninety percent of his movies back We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** was made aware at the time of installation that the service speeds were not available at the location.Frontier advises that the modem cost ($49.99) was waived and no additional credit will be issued for the modem (even if returned ).Frontier finds that the balance on the account of $is valid and due to FrontierFrontier respectfully declines Mr***’s request to waive the balance on the account We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** *** may have experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that:
Mr*** stated his bill went from $to $in just one month and he has not been able to get it corrected Frontier has investigated the above statements and offers the following response: Frontier found that Mr*** billed for a lengthy prorated period due to a delay in an order profiling on his accountFrontier credited Mr***’s account for missing bundle discounts.Frontier moved payments made from an inactive portion of the account to the live account. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** states that Frontier provided wrong information and would like a refund applied to her account
Frontier has investigated the above statements and offers the following response: Frontier acknowledges that Ms*** was advised of inaccurate informationFrontier has eternally address any coaching and development opportunity up to termination related to this complaint.Frontier advises that promotional pricing is not indefinite and verified that Ms*** has receive new customer promotions since Therefore, effective February 18, all promotions would have expired and Ms*** billed at regular pricingAt this time those promotions are no longer availableFrontier will has applied an adjustment in the amount of $for poor customer serviceA Frontier consultant has been in direct contact with Ms*** in which she requests to disconnect serviceWhen discontinuing Frontier service policy states, it can take approximately days for the account to cycle out of the billing systemThis allows any charges/credits to be applied to the account such as long distance calls, Pay Per View, etcWe regret any inconvenience that Ms*** may have experienced as a result of the above matter

Thank you for referring the
complaint of ***
*** to our office for reviewWe appreciate him
bringing this matter to our attention
The Complaint states that:
Mr*** would like his bill to be back down
to previous bill amounts of $including taxesAlso to apply the
$
he was offered
Frontier has investigated the
above statements and offers the following response:
I have left a message for Mr
*** regarding the amount due on his bill after the credits have been
issued. He was expecting a onetime
$credit that I have issued. I will
also be issuing a manual $for the next year, ending in February This is the credit he was expecting, which
will bring his bill down to $which includes taxes
We trust that this information
will assist you in closing this complaint.
We apologize for any inconvenience that Mr***
has experienced as a result of the above matter

Thank you for referring the case of *** *** to our office
for review. We appreciate you bringing
this matter to our attentionIn the complaint, the customer expressed concern
about the refund that they have not received.Our investigation has determined that *** *** *** mailed
the prepaid Visa Card to *** *** *** *** ** *** on January 10, and all the funds on the card have already been
usedIf the customer has any further questions, they can call *** at
###-###-####.We apologize for any inconvenience this may have caused the
customerWe trust this information will assist you in closing this caseExecutive Customer RelationsFrontier Communications

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The Complaint states that: Mr*** advised Frontier that he has been having billing issues with his promotional pricing since the acquisition
in April Mr*** explained that his bundle price was supposed to be $per month, plus applicable taxes, fees and surcharges Frontier has investigated the above statements and offers the following response: Frontier apologizes for any inconvenience Mr*** has experienced due to the billing error.Frontier has identified the date the error occurred on Mr***’s account that subsequently removed a promotion Frontier confirmed was not supposed to expire until November 15, 2016.Frontier has issued a credit to Mr***’s account for the missing promotional price of $for each month up to the November statement plus the subsequent late fees associated with the error.Frontier has been unsuccessful in our attempt to reach Mr*** and after leaving several messages, we have sent an email with our direct contact information We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** states that he was quoted for telephone and internet service for a total of
Mr*** advises that was billed incorrect prorated charges on the bill from the date of removal of TV service Frontier has investigated the above statements and offers the following response: Frontier advised Mr*** with a voicemail message advising that he is being billed for internet service, and for phone service making the combined rate 74.99.Frontier advised Mr*** that a adjustment has been made to account the correct prorated chargesFrontier received a voicemail response from Mr*** on December 23, ,advising that he will be going with another service provider and no longer wants to be contacted by Frontier We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: The Complaint states that: Ms*** states that she was unable to view on demand and DVR recordings following conversion from Verizon to Frontier.Ms*** states that her services were disrupted for two weeks during conversion to Frontier from Verizon.Ms*** states that her IP address was changed during a technical repair by Frontier and that her alarm company charged her money to reconnect her devices Frontier has investigated the above statements and offers the following response: A Frontier representative has spoken with Ms*** and confirmed that her video and on demand services are working properly.A Frontier representative has issued credits in the amount of $for time out of service and for time her services were disrupted.A Frontier representative has spoken with Ms*** and confirmed that she finds these actions to be satisfactory resolution to her complaintWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** 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 *** Most of my issues have been resolved and were resolved in between the time the issues occurred and this response There are still some outstanding issues, but at this point, I am really running out time and energy that I can dedicate with getting Frontier to actually provide good customer service. Here is my response to them, which I sent on Tuesday, October 4th at 7:PM I have not yet heard back from them.Hi ***, I'm sorry I missed your call earlier today while I was at work. Thank you so much for following up with me to try to make sure everything is resolved. I really do appreciate it - I was just able to get to the phone because I was teaching classes all afternoon. Anyways, your email indicates that we are mostly on the same page now and you are right that Frontier has resolved many of the billing issues that I experienced, and I am extremely happy that most of my billing issues were finally resolved. But, there are still a couple of issues that have not really been addressed yet or that were somewhat inaccurately represented in Frontier's notes. So, I wanted to share a little more information about those three issues, which I describe in more detail below.1) One of the issues related to the incorrect installation on July 21st was never really fully resolvedThe tech's notes do capture the fact that there was a delay with the video installation, but the tech did not actually follow up with a phone call so I was unable to address the fact that my installation did not include the HBO service I requested when I ordered the installation in the first place. So, I am also confused as to why there is not a trouble ticket showing until August 10th, because I actually had to call multiple times between July 21-July 25th to get that issue resolved and to have HBO properly installed. Each time I called I was told HBO would "turn on" with in hours, but it took or calls and or days before that actually happened. If the tech had actually stayed to make sure the job was finished properly, that could have been addressed much more easily without having to waste hours on the phone with tech support. Incidentally, during one of those calls, I was promised free HBO for my inconvenience, but I still have yet to receive those credits At this point, I believe those are the only credits I was promised that have not yet been straightened out.2) While you are correct that many billing issues have been resolved, I'd really like to note that getting those issues resolved and getting my services installed was an absolute nightmareI looked back at my cell phone records from the beginning of August to now and they indicate that in since August 1, I had to make phone calls to Frontier to resolve billing or technical issues and that on average, I had to spend about an hour on the phone each time I called to try to resolve these issuesMoreover, most of those phone calls ended with someone telling me that the problem would be resolved within 24-hours, so I'd wait days and check back and then issues would still not be resolved, forcing me to make yet another phone call. This was an enormous inconvenience and one that no one has ever really adequately apologized or compensated me for through this process. At this point, I'm so tired of trying to get these things straightened out that I don't feel like I need to do a careful accounting of what credits were promised and which ones were actually received, but I do think you should be aware that all of these run arounds and unfulfilled promises were ultimately what prompted me to file a Revdex.com compliant On my end it was really starting to feel like every time I called Frontier someone would say that my problem would be solved the next day and/or that Frontier would do something to compensate me for my inconveniences and then those things would never actually happen. Quite frankly, it was starting to feel like I was going to keep getting charged incorrect fees, keep getting charged different prices from what I was quoted, and keep having service problems without any of my issues ever adequately being addressed. It just seemed like Frontier was more than happy to keep charging me hundreds of dollars, often incorrectly, and like they were completely uninterested in ever fixing their mistakes or fixing those mistakes in a timely manner. At the end of the day, I'm thrilled I was finally able to speak with a supervisor who could address these issues in the middle of September, but it never should have required calls, approximately lost hours of my time, and the requirement that I pay fees I was incorrectly charged to avoid late fees to get everything straightened out.3) Just this week I discovered another problem with my service. Supposedly I have phone service and the modem I have is properly configured for that phone service, but when I plugged a phone into the modem earlier this week, I discovered that it does not appear my phone is connecting to the phone line. I only just discovered this issue this week because I primarily use my cell phone for phone service, but it seems this is another thing that is not quite working properly. I also just hadn't gotten around to calling Frontier about it yet because honestly, I just haven't had time to lose at least an hour on the phone troubleshooting issues yet again.Anyways, thank you for your time and consideration and for helping me resolve these issues. I really do greatly appreciate the help you've provided and I hope this feedback will help Frontier improve their customer service experience and deliver better services in the future. If you have any additional questions or comments, please feel free to contact me again over email or by calling ###-###-####.Best, *** ***
Regards,
*** ***

Frontier CommunicationsThank you for referring the
complaint of ***
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Ms*** advises that she did not have call waiting on her lineFrontier has investigated the above
statements
and offers the following response:After a review of the account, we have confirmed the feature call waiting was removed in errorAs of 10/05/2017, we have added call waiting back to Ms***’s accountFrontier representative have spoken to Ms*** and she has confirmed that the service is working on her phone lineWe trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms***
has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

Per Frontier records, Ms*** currently bills $30/FDV + $78.99/Preferred HD TV + $5/FIOS 75/Data + $9.99/Router + $9.99/Frontier Security + $15/MDVR = $- $38.99/Discounts = $+ taxes monthly. First bill billed a month in advance + activation fee of $+ days used in
bill cycle. The Activation Fee was removed on 2/3/2017… total credit $89.61. I spoke with Ms*** and she advised that she wasn’t made aware of the activation fee nor made aware that she would be billed a month in advance. There was a slight error in the billing for the days usedThe discounts were not applied. I adjusted the days used charges on the initial bill due to discounts not applying. Total credit is $84.26($with tax) MsRamirez’s latest bill/2nd bill was $148.19. She billed $30/FDV + $78.99/Preferred HD TV + $5/FIOS 75/Data + $9.99/Router + $15/MDVR + $9.99/Sec Back Up = $- $38.99/Discounts = $+ taxes The following credits are pending: $for Late Payment Fee and $for Frontier Sec Bundle Fee Case closed

Frontier
CommunicationsThank you for referring the complaint of ***
*** to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that:Mr*** advised he was concerned about a withdrawn payment from his bank account after his Frontier account
was closed.Frontier has investigated the above statements
and offers the following response:Frontier review the account indicated Mr***’s account was cancelled effective May 20, 2017.This cancellation of service was not before May 19, bill which was on autopayA payment was drafted on June 12, The closing statement generated on June 19, and reflected a credit balance of $Frontier spoke with Mr*** and advised a refund request has been submitted on July 21, Estimated delivery of refund is 14-days from the 21st of JulyWe trust that this information will assist you
in closing this complaint. We apologize
for any inconvenience the customer has experienced as a result of the above
matter.Frontier Specialist: William P*** Department: Customer Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our
attention The Complaint states that: Ms*** advises she was without service for days Frontier has investigated the above statements and offers the following response: Repair history shows trouble ticket with services restored on June 15, 2016On June 19, credits totaling $were applied to Ms***’s account for time out of service. This should reflect in one to two bill cyclesA Frontier representative spoke with *** who confirmed all services were working We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** *** may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s refund was mailed out and should be anticipated within business days We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** *** may have experienced as a result of the above matter