Frontier Communications Corp.

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for
reviewWe appreciate *** *** bringing this matter to our attention.The Complaint s*s that:Ms
*** s*s that she has never ordered service at the address or lived at
the address on the accountMs
*** would like the bill waived and her credit report corrected.Frontier has investigated the above
s*ments and offers the following response:Frontier review the account and we show that the account has been written off since August 27, 2013.Frontier advised an outside Collection agency now owns the debt and it would need to be disputed with them.Frontier called and spoke with Ms*** and advised her of this information and also sent a fraud packet out to the customerWe 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: Sara
W*** Department:
Customer Relations

According to the complaint:
• Ms*** states that she has experienced a service outage since November 19,
Frontier has investigated the above statements and offers the following response:
• Frontier’s investigation found that a repair report was received on November 20, with a
commitment time to have repairs completed on or before December 8, The repair was completed on December 10, Frontier found the fault of the trouble to be in the outside cable pairsFrontier spoke with Ms*** on December 10, and verified services are workingFrontier applied a credit of $due to services issuesFrontier apologized for the trouble and any inconvenience this may have causedMs*** is satisfied with Frontier’s resolution

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 was
advised she would receive two months credit for the service and she states
she did not request the Frontier Secure service.Frontier has investigated the above statements and offers the following
response:Frontier applied a credit of $on May 31, and $on June 23, which covered two months of service for the InternetFrontier applied a credit of $on October 12, for two months credit for the phone.Frontier temporarily disconnected the service on August 30, and the service was completely disconnected on October 19, 2016.Ms*** will receive a final bill which will credit the account for the service effective August 30, 2016.We also applied a credit of $for the Frontier Secure service for three months the final bill will generate the remaining credit due for the service.Frontier attempted to reach Ms***; unfortunately, our attempts were unsuccessful.Frontier left a message with direct contact information as well.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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she requested an upgrade of her Frontier internet service on December 6,
2016. The internet speed was never upgraded, but she started paying $for the higher internet speedMs*** advises that Frontier technical support informed her that in order to upgrade her internet to the speed that she requested, a technician should have been dispatch to her house to install the upgraded service, but no technician was ever sent outMs*** advises that Frontier needs to credit her account for the internet service that she was getting billed but not receiving and to complete the upgrade of her internet speed that she had requested in December Frontier has investigated the above statements and offers the following response: Frontier advises that the order to upgrade Ms***’s internet speed was placed on January 23, 2017, but it was entered incorrectly, as if the internet speed only needed to be upgraded remotely without the need for a technician visitAs a result, she ended up getting billed for the higher internet speed but only getting the lower speedFrontier spoke with Ms*** on May 9, 2017, and advised her that the higher internet speeds are not available in her area since there are not enough ports available in the nearest central office that will allow the higher internet speeds to be provisioned. She was also advised that a credit has been issued to her account for the months in which she had been paying for the higher internet speeds but only getting the standard speed, totaling $45.00. Frontier advises that on May 10, 2017, Ms*** was notified by Frontier that a port became available in the central office, which would allow her to upgrade her internet to a faster. She was advised that the upgrade will require a visit from a Frontier technician. A technician visit has been scheduled for May 16, 2017, the first available date. Ms*** will be informed if an earlier date becomes available 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 him bringing this matter to our attention. The complaint states that: Mr*** advises that his telephone service is out againMr*** advises that Frontier is only temporarily fixing
his service and not solving the problem with his telephone service.Mr*** advises that the Frontier technician told him that mice had chewed the telephone line and that every times it rains his telephone line goes outMr*** advises that Frontier Internet stops at the house before his and that his only choice is satellite Internet.Frontier has investigated the above statements and offers the following response: Frontier investigated Mr***’s complaint and do not have a trouble report for his telephone service since September Frontier has checked into availability of Internet for Mr*** and at this time we can only provide him satellite Internet.Frontier has attempted to call Mr*** numerous times and left him messages but have been unable to make contact with Mr***.Frontier has mailed Mr*** a letter with a direct point of contact should he have further questions or concerns. We apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier has reviewed the old account under *** *** with a service address on *** *** ** and finds that no request was made to Frontier for a change of account ownership until July 27, 2016.In addition, all record audits do not reflect a request until July 27, 2016.The change of ownership was completed on July 28, as requested by both partiesBalances prior to July 28, are *** ***’s responsibility.Should Ms*** feel that her ex-husband owe a portion of the balance, Frontier considers this a domestic dispute 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

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 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

Good MorningFrontier 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 experienced an outage with all her services. Ms***’s outage involved three lines, television and Internet service. Ms***’s advises her service outage started April 1, Frontier has investigated the above statements and offers the following response:Frontier’s investigation found that a repair report was received. As of April 21, Frontier successfully restored all lines, the television and the Internet service. Frontier applied a credit of $due to the service outage. Frontier spoke to Ms*** on April 21, and verified all services are working. Ms*** has our contact information and is currently satisfied with our resolution.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

On 4-9-Frontier spoke with Mr*** and apologized for the issues he has experienced.Frontier advised Mr*** we would remove his contract which will also remove his promotional discounts

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 that she cancelled service prior to the Verizon to Frontier conversion and is not being billed for service Frontier has investigated the above statements and offers the following response: Research determined the voice and High speed internet services were discontinued in February 2016.A system error caused Ms*** to receive statements which reflected a balance due of $167.78.On August 16, a credit totaling $was applied to the account bringing the balance to zeroThis should reflect in one to two bill cyclesNo additional information has been provided to warrant a change in Frontier’s decision 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 reviewed the October 17, chat transcript and verified that the consultant advised Mr*** that the monthly rate would be $plus taxes and advised that the total bill would be approximately $- $88. The consultant did not include $in the quote for the Frontier
Secure Identity Secure Bundle that the customer had and misinformed that the Auto Pay Discount would still be valid. Additionally a review of the order found that a promotional credit was missing. Frontier advises that the November 1st bill reflects current charges of $121.26. The bill includes prorated charges for TV service and equipment dated October 27th through October 31st, as well as a month in advance for services dated November 1st through November 30th. Frontier advises that the December 1st bill reflects current charges of $for services dated December 1st through December 31st The service was disconnected on December 5th; therefore January 1st bill includes prorated credits totaling $for services dated December 6th through January 1st. Frontier has applied credits totaling $to honor the rate of $plus taxes for services dated October 27th through December 5th Frontier has processed refunds back to the customer’s credit card, $and $for a total refund of $The customer will receive the refunds in approximately to business days Frontier apologizes to the customer for the inconvenience

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 a billing dispute with FrontierFrontier has investigated the above statements
and offers the following response: Frontier has spoken with Ms***, January 16, Frontier advises that Ms***’s account has been reviewed and the billing is correctWe 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 *** I *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** states that he is not being billed correctly for his Frontier serviceFrontier has investigated the above
statements and offers the following response: Frontier advises that Mr***’s Internet service rate for the Fios Internet 100/should be $per monthFrontier advises that Mr*** has been incorrectly billed $since September ,2017.Frontier advises that due to a promotional error, Mr*** was not billed correctlyFrontier has corrected the promotional discount on Mr***’s Frontier account and back dated the promotion to September 1, 2017.Frontier advises that on Mr***’s November 19, billing cycle, he will receive a credit for the time the promotion was missing on his Frontier accountFrontier advises that a follow up will be performed on Mr***‘s Frontier account once the November 19, billing cycle generates, to confirm that the adjustments for the missing promotion have been applied correctlyFrontier advises that currently Mr***’s balance is $until the next billing cycle is correctedFrontier spoke with Mr*** on October 30, and advised the information aboveWe 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's local manager has advised that Mr***'s service was repaired on November 15, Frontier contacted Mr*** and confirmed services were working wellFrontier has advised of an out of service adjustment in the amount of $that will appear on his next billing statement
Frontier does apologize for the delay in repair as due to heavy workload

The Complaint states that: Mr*** states his phone and Internet have been out for almost three weeks Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician to the site on May 21, and repaired phone and
Internet. Frontier spoke with Mr*** to confirm service was restoredMrSilvey was provided an out of service credit of $for the outage. MrSilvey is not satisfied with this resolution

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*** advises she never had the service properly established at her location because Frontier couldn’t provide
the serviceMrs*** advises that she started to receive billing for the account that should not have been established and made attempts to get assistance with the errorMrs*** also advises that her credit has been affected because of Frontier’s error Frontier has investigated the above statements and offers the following response: Frontier apologized for the inconvenience Mrs*** experienced due to the billing error.Frontier confirmed that the services were restricted in Mrs***’s area and could not be provided at this time.Frontier has submitted to have the negative report removed from Mrs***’s credit report and will reflect in the next daysThere is no balance owed to Frontier on Mrs***’s account.Frontier was unable to reach Mrs*** at this time and provided direct contact information should she have any further requests or concerns 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

Good Morning,Frontier advises that the 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 has investigated Mr***'s account and has
determined the Mr*** resides in an area with a surplus of Internet users that could be affecting Internet speeds. Frontier did replace Mr***'s modem and the Technical Supervisor reached out to him to see if that helped. Mr*** advised he has reliable service and he confirmed he has not had any issues since the modem was replaced.Serena J***Customer Relatons

The Complaint states that: Mr*** states he is experiencing Internet issues on his line Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician to the location who made repairs to the line on October 5, Frontier
has issued an out of service credit of $and spoke with Mr*** to confirm the service issue has been resolved

Customer Name: *** and *** *** Phone: ###-###-#### Thank you for referring the
complaint of Mrand Mrs*** to our office for reviewWe appreciate them bringing this matter to our attention The Complaint states that: A double payment was taken from Mrand Mrs***’s account in July and they still have not had any refund Frontier has investigated the above statements and offers the following response: A refund check was expedited on September 26, with a delivery expectation of three to five business days. Frontier has tried to contact Mr*** to confirm that refund was received but we were unable to make contact We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** and *** *** has experienced as a result of the above matter