Frontier Communications Corp.

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*** advises that he was promised a monthly credit of $to bring his monthly cost of internet down to
per month and that the credit was never appliedMr*** states that he was without internet service for three weeks and was advised that he would receive a $credit that was never applied Frontier has investigated the above statements and offers the following response: Frontier records show that Mr*** was offered a $credit per month until his services were terminated on December 7, There was a $adjustment that was applied to the October statementFrontier issued an adjustment in the amount of $for the missing $credit on his remaining statementsFrontier records show that a repair was completed on September 30, and a credit of $was processed but due to a system error, was not applied to the accountFrontier issued and adjustment of $for one full month of the out of service credit on February 6, that was never appliedFrontier spoke with Mr*** on February 6, to review this information with him 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

Frontier CommunicationsThank 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 has not received the promise refund for time without
working service.Mr
*** states for past two years internet service stops working daily.Mr
*** would like the offered refund he was promised.Frontier has investigated the above
statements and offers the following response:Frontier review the account and we show that there have been five repair tickets created for internet issues in the last 24-monthsRecord indicate there were three different repair tickets placed for issues in There was a ticket placed on report date February 17, May and then another on May 12.Frontier advises refund for time-oservice adjustments are given from the date issue is reported to the date of completed repair.Frontier issued total credit adjustments for time out of service of $for the thirteen total days without working internet serviceFrontier spoke with Mr*** and set the expectation that he must call to customer service to report issues for documentation and adjustment purposesWe 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 Specialist: Lavitta
N*** Department: Customer
Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she cancelled her Frontier account on July 13, 2017, since she moved to an area that does
not offer Frontier internet service, and was informed by Frontier that she owed for the billing cycle running from July 15, through August 15, Ms*** advises that Frontier paid Dish Network for an additional month of service on the customer’s behalf and is expecting her to reimburse them. Ms*** advises that she should not have to pay Frontier for Dish TV service since her Frontier account should have been cancelled prior the start of the July 15, bill cycle. She also advises that Frontier needs to recover their money already paid to Dish Network and that she should not owe Frontier anythingFrontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s remaining balance is valid, since a credit has already been applied to her Dish account for service at her new address. Frontier also advises the customer cannot receive a credit for TV service on both her Frontier and Dish accountsFrontier advises that Ms*** was credited for her internet service, dating back to July 14, 2017, and was also given additional credits totaling $36.69. Her remaining balance with Frontier was brought down from $to $27.90. That balance is valid, and the customer was advised by Frontier on August 30, that will need to be paid. 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mrs*** bringing this matter to our attention The Complaint states that: Mrs*** advised Frontier that she is not receiving the 50/internet speed she has subscribed to
and the response that we offer speeds “Up To” is unacceptable if she is paying for the 50/Mrs*** also advised Frontier that if we cannot get the 50/speed to work for her then she would like to have her internet upgraded to 75/without a charge Frontier has investigated the above statements and offers the following response: Frontier contacted Mrs*** and apologized that the proper trouble shooting steps were not performed on the original call concerning her internet speedFrontier was able to arrange for a repair technician to contact Mrs*** and identify the issue with her speedBoth the Repair technician and Mrs*** confirmed that after some additional steps the internet speed is functioning above the subscribed 50/speedMrs*** also confirmed that she is now satisfied with her services and has no further complaintWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** 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 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
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

Frontier Communications Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing
this matter to our attention The Complaint states that: Frontier Communications has miss billed Ms*** by 924.36. Ms*** paid $to insure bill was paid in advance of a vacation, leaving a balance of $812.83. Frontier has admitted to a billing mistake but has not cleared the account Frontier has investigated the above statements and offers the following response: Frontier records reflect two miss-applied payments that had previously been applied to Ms***’s account. On June 26, 2014, a payment of $was applied, on September 22, a payment of $was applied to her accountThe miss-applied payments were found in an audit for the account which the payments should have been applied. This was corrected on November 22, 2016, with the adjustment displaying on the November 25, bill statementFrontier has provided this information to Ms*** and advised is she believes the payments were made by her, that we will need to begin a payment investigationShe will need to provide valid documentation, such as a copy of a canceled check or of a bank account statement showing the payment being taken from her accountFrontier has offered to make a deferred payment arrangement to allow Ms*** to spread the past due balance out over 2-months 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attentionThe Complaint states that: • Ms*** stated that after moving her service to a new
location the price changed and she lost her promotion• Ms*** stated that her contracted restarted when her services were changedFrontier has investigated the above statements and offers the following response: • Frontier has advised that the pricing now reflects the same rate that was in effect before the move• A Frontier agent has confirmed that the account in not currently in a contractWe 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
CommunicationsThank 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 her internet has had multiple drops.Ms*** would like to be notified regarding the technician that
repaired her internet services.Frontier has investigated the above
statements and offers the following response:Frontier reviewed repair ticket and technician was able to resolve internet drop issuesFrontier advised customer that technician had indeed repaired internet issues but they did not need access to customer’s residence.Frontier provided call back information in case customer experiences future issues.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 Specialist: William
T*** Department:
Customer Relations

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 he called the office on September 27, to cancel his service effective
September 30, He states his service is not off and Frontier told him they could only go back to 10/28/Mr*** request his bill to be adjusted and his credit not hurt. Frontier has investigated the above statements and offers the following response: Frontier advises there was a misunderstanding with the Port ProcessFrontier spoke to Mr*** *** and he explained he didn’t want to Port the telephone number to the new companyFrontier has back dated his disconnect for September The final bill will correct the chargesMr*** has been advised of Early Termination fee plus the prorated balanceThe adjusted amount will not post until the end of November 2016, as long as it is paid there will be no hurt to his credit We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

Thank you for referring the complaint of *** J *** to our office for reviewWe appreciate her bringing
this matter to our attention The Complaint states that: Ms*** states that she is not receiving the monthly rate of $that she was quoted and is also charged for a calling feature that she never requestedFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that there were system issues with the order that was placed on February 5, to make the requested changes that Ms*** requested. Frontier advises that credit was applied to Ms***’s account in the total amount of $to correct the billing errors on the February and March invoices.Frontier also advises Ms*** disconnected her service with Frontier on March 26, 2018.A Frontier representative spoke with Ms*** on April 5, to adviseWe 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

Mrs*** currently bills $44.99/FIOS Digital Voice + $50/FIOS 50/Data + $22/Quantum TV Enhanced + $41.99/Room Pak + $14.99/Soccer Plus + $68.99/Preferred HD TV + $49.99/Fully Loaded Movies + $4.75/NonPub Listing = $- $64.99/Promos = $+ taxes monthly. Per notes by CSSC,
she was rebundled and lost some of her channels. A Frontier agent called and spoke to Mrs*** and she advised her concerns have already been resolvedMrs*** has channels back up and running and active data and video services. Starting Dec 5, she started out missing a channel and then the whole service went out for both data and videoA technician was routed out to her home and had been advised that she needed a new installation doneWhen Tech checked services, he was able to fix the issue without having to reinstall any of the services. The only issue is that she wasn’t impressed with customer serviceShe says she kept being transferred from one agent to another …kept being put on hold and no one could seem to help her. I apologized for the inconvenience Mrs*** experiencedOffered $($with tax) SPG for inconvenience/outage…Customer accepted offerCredit will show on the January billing statement Mrs*** is satisfied with resolutionCase Closed

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mrs*** bringing this matter to our attention The Complaint states that: Mrs*** advised that when she established service in April with Verizon she signed up for a year
contractMrs*** advised that she had a $price increase on her billing and she was told that she would receive a one-time adjustment for the issueMrs*** advised that she was not happy with the price increase because her contract is supposed to protect her from this Frontier has investigated the above statements and offers the following response: Frontier contacted Mrs*** and apologized for the billing error.Frontier completed a full billing review and determined that Mrs*** did have the TV price up charge of $on her December statement without the TV price up credit to offset the chargeFrontier confirmed that the contract does protect Mrs*** from these price changes and advised her that the TV price increase credit is now reflective on her statement for JanuaryAll adjustments have been issued to the account to correct the billing error.Frontier will be conducting a billing review for the next three billing cycles to ensure billing accuracy until the date her contract is set to expire We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** has experienced as a result of the above matter

The Complaint states that: Mr*** advises that he spent days out of service and did not receive time out of service creditMr*** advises that when his services were established, he was not provided the mbps Frontier internetMr*** advises that the repair
technician that came to his home to repair his service advised that the maximum he could’ve received was mbpsMr*** advises that Frontier Frontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience Mr*** experiencedFrontier has issued time out of service credit for his days out of serviceWe have also issued credit for the difference in cost between the mbps internet service and the mbps service, back to the origination of his current accountFrontier spoke to Mr*** on October 9, to advise of the aboveTell us why here

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
Please confirm for how long loyalty credit has been applied / when it will expire
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: A Frontier technician was dispatch to Ms***’s location on March 12, and repaired the wireWe regret any inconvenience that Ms*** may have experienced as a result of the above matter

Frontier Communications Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms
*** advises she is without telephone and Internet and Frontier missed the repair appointments Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that a repair report of the Internet outage was received on October 3, 2016. This repair report was cleared on October 4, as a central office outage. Frontier received an additional repair report of no dial tone and no Internet on October 10, 2016. Frontier dispatched a technician on October 14, and found the outside terminal was at fault. Frontier spoke to Ms*** on October 18, and she advised the telephone started working on October 14, 2016, however, the Internet is still not working. Frontier mailed a replacement modem. Ms*** advised Frontier on October 20, that all services are working correctly now. Frontier applied a credit of $due to the service outage. Ms*** has our direct contact information and is currently satisfied with our resolution

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that: *** *** states Frontier made an unauthorized change to his home phone by adding voicemail with a pre-recorded voice and he
cannot get into the voicemail or play a messageFrontier has investigated the above statements and offers the following response: Frontier spoke to *** *** on October 16, and he stated that he spoke to Frontier the day before and he had a good conversation with Frontier and the voicemail issue has been resolvedFrontier found that *** *** did not have voicemail but it was programmed on his line in errorFrontier has removed the voicemail feature and the feature do not disturb which was sending the calls straight to voicemail*** *** is satisfied with the resolutionWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that he 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** Frontier indicates that they emailed me in early December with my invoice I did not receive any such email As a matter of fact, on February 17, when I called Frontier the representative "Carol" told me that they had mailed my invoice to my former service address I complained that I did not receive email at that address which is why I asked for email invoicing In any event, I never disputed the bill, including the early termination fee I paid it on February 17th What I dispute is the lack of due process in notifying me of an outstanding bill In November (when I called to notify Frontier I was moving) I was advised that my account was paid through most of November I did not realize, nor was I advised at the time, that there was an early term fee so I never expected subsequent bills A simple email (as had regularly been done) or a phone call to let me know that I had a further balance due would have solved the problem Again, my record with Frontier was perfect Past accounts with Frontier were similarly perfect if anyone wanted to do that research.My credit record was damaged because Frontier did not give me adequate notice of an outstanding balance due Frontier....please reconsider Review my record on this account Review past accounts that I've had with you (** *** *** *** *** *** **) You will see that my payments were always on time I did not dispute the bill and paid in full when I learned of the balance due on Feb Please listen to the recording of that call with your service rep.Please restore my credit record....which was 810.....and dropped to Thank you in advance for your careful consideration.*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** states that she has been trying to have her Internet service installed for a month.Ms*** states that
she is experiencing difficulties contacting Frontier about her installation Frontier has investigated the above statements and offers the following response: Frontier advises the installation for Ms***’s Internet was completed on January 10, 2017.Frontier spoke with Ms*** on January 11, and confirmed that the Internet is functioningFrontier applied a $courtesy credit on January 11, Ms*** is satisfied. 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