Frontier Communications Corp.

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

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

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

Frontier has investigated the above statements and offers the following response: Frontier advises that no additional credits are due.At this time, Mr*** has a balance of $due by September 8, 2016. 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 ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I have tried unsuccessfully to get through to Frontier to resolve this complaintI emailed "Let Melinda Know" which apparently is a customer service contact to let them know about the problem we are havingShe emailed back and said she would take the complaint to the topWhen Frontier bought out Verizon we had several weeks of problems accessing any of our channelsThey said they were going to give us a credit of $which I have not seen on my statement and continued to add it to the next billWe cancelled premium channels early when they first merged and they said we used the premium channels until JulyI finally got ahold of another rep when we continued to receive bills and they said there was a disconnect fee because we left them and went to Time WarnerWe never signed a contract with them and they want to charge us $for moving to Time Warner.We were with Verizon and had no choice to go to FrontierAs we continued to have problems, we decided to go to FrontierWe never signed a contractIt just rolled over from Verizon to FrontierI am attaching bills and the letter stating we re going to collections.We do not owe a disconnect feeThey also, as you will see charged us $as noted on the 9/25/bill and we have been TWC for monthsOn the 7/25/bill it shows the $early termination fee which we do not owe

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate bringing this matter to our attentionThe Complaint states that: Ms*** advises she was quoted $with a two year termFrontier has investigated the above statements and offers the following
response: Frontier records indicate Ms*** was quoted $for a two year term through November 9, 2019.Frontier apologizes that the customer was misquoted regarding the monthly fee and termRecords show Ms***'s monthly service is $with a $Loyalty credit through February 16, which brings the monthly rate to $excluding applicable taxes and surchargesA Frontier representative attempted unsuccessfully to reach Ms***, however direct contact information was leftWe trust that this information will assist you in closing this complaintWe regret any inconvenience that may have experienced as a result of the above matter.Frontier Specialist: Amy B*** Department: Consumer Relations

Frontier Communications
Frontier has received the following complaint : Mr*** states he was told that he would not have an installation fee but was later charged $75.00. Frontier has investigated the above statements and offers the following response: Frontier records demonstrate that Mr*** was charged $for installation of Simply FIOS 50/mbps and that it was an appropriate charge. Frontier was offering fee installation for premium speeds as well as double and triple play packages. Frontier has issued a credit for the $as a courtesy for the miscommunication.Frontier has advised Mr*** of the credit adjustmentWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience Mr.*** has experienced as a result of the above matter. Frontier Specialist: Donna JM*** Department: Consumer Relations Contact: ###-###-####

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that according to the review of the account, the phone plan was not changed.Frontier advises that the reason that the billing statement increased was not due to a phone plan change,
but rather due to a tariff increase on the phone line.Frontier advises that this was denoted on the statement that generated on February 28, with the following advisement: "Effective with this bill, your residential line rate will increase up to $per monthCustomers with Frontier Digital Phone Service, in a current contract, or with a price lock are not affected by this changePlease contact Customer Service with any questions."Frontier made multiple attempts to reach Mr*** but received no response 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 ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The information in the response is not quite accurate I selected that the response did not resolve my complaint because I spoke to Chris from the office of the President on 1/15/18. She had researched the issue and found that the $was actually incorrect. After more research, Chris was able to permanently remove the $charge for the modem for the remainder of the year period. In addition, she was able to provide a credit for the pro-rated amount of the router charged for this month of $ I believe this issue is fully resolved now and Thank Chris very much for her courtesy and professionalism in resolving this issue so quickly. While other Customer Service agents (including a Supervisor) had responded that there was nothing they could do for me, Chris was able to reverse/remove and credit the charge for the modem in the systemShe was truly amazing and I'm happy with the outcome Thank you
Regards,
*** ***

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 Frontier turned off her services without her consent. She advises that her TV
service was out from December 20, thru December 26, 2016, and that her internet service was upgraded without her permission. Ms*** advises that she was without phone service from January 2, thru January 8, 2017, and was promised that a credit would be issued but was not givenMs*** advises that Frontier charged her an installation fee, an early termination fee, and was double charged for services Frontier has investigated the above statements and offers the following response: Frontier advises that the interruption in service was a result of a change made to the account when Ms*** called in on December 23, to remove some movie channels from her package. Frontier did upgrade the internet speed on her bundle package at that time but a correction was made on January 4, 2017, to revert her internet speed to what she had beforeFrontier spoke with Ms*** on February 20, 2017, and advised her that a credit has been issued for the $installation fee that was billed in errorShe was also advised that a credit in the amount of $was issued to compensate her for the days in which she was without TV and phone services, and that the early termination fee of $was billed in error as a result of changes that were made to the customer’s package. Ms*** was informed that a credit for the early termination fee was waiting to be approved.Frontier left a voice mail message and sent an email to Ms*** on February 21, 2017, and advised her that as of that date, the $credit for the early termination fee has been approvedAll of the above mentioned credits will be reflected on her March 2, statement 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

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.
Regards,
*** ***
I received a phone call yesterday, January 26, advising they were crediting my account to fix the errors

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 nowhere in Frontiers refund policies does it state that a closed account would receive a refund in the form of a gift cardMs*** advises she was told by three customer service representatives that she would receive a refund of $ Frontier has investigated the above statements and offers the following response: Frontier has processed a refund check in the amount of $on October 18, 2017, please allow 7-days for delivery via U.SPostal ServiceFrontier advises on several occasions Ms*** was advised the account would be credited from the date she disconnected her service and Ms*** would be responsible for the days of service used Frontier 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

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. I will agree that you will Pro rate the bill of $as long as my bank statement is credited most of the costs.
Regards,
*** ***

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,
*** ***
Aadditionally, my husband has been working with the company and we have seems limited progress We did not sign up for a 7mbps plan, we signed up for what was advertised as receiving up to We recently found out that at some point, an individual other than ourselves changed that plan from up to to up to mbps, and we were never made aware or even asked about itFurthermore, the company is flat out lying about service capabilities, as a representative, speaking through a manager herself, let us know that there is an on going project that had no start our end date and we were not given any information other than that However, since that conversation, no other representative knows anything about that project or has m3ntioned it to us in our conversations It is also totally untrue about having other service providers We have been told by several other companies that they do not service our area, and that frontier is the only ISP availableThis information is the only reason we are still with this company at allFrontier does have the monopolyWe've been told everything you could think of to get us off their backs, and we don't appreciate the deceitWe're still being scammed over their incompetancy, and have no choice but to deal with itThey've got us stuck here with them, and I can't fall behind in my work and college courses just because they refuse to make anything consistentIf frontier claims now that they can't guarantee what we signed up for, then they're just making circles around the subject to cover their behindsThey messed up by us and many other people, and I sincerely hope that this corporation is eventually replaced with actual service provider that provides, instead of beating around the bush as to why they can't give their customers what was clearly advertised, and yet not clearly explainedThey still either give us all the extra hem haw information when we call in, and no one person knows anything about our accountThey all seem to have either no access to helping us with the account, have no idea what to say (which someone actually told us their service representative had no idea what they were doing), or give us different information than the last person we spoke with during the same dayThe technicians they send have no idea what's going onAn old man that wasn't even sure what terminology to use to reference our equipment came to fix our internet before on his first service call ever It's just ridiculous

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 he has been charged a disconnection fee for removing his internet service with
FrontierMr*** states that Frontier was unable to provide internet service, even after calling technical supportFrontier has investigated the above statements and offers the following response: Frontier advises that it has spoken with Mr*** on May 18, 2017.Frontier advises after reviewing the account Frontier has adjusted the fees that were incurred with disconnection of Mr***’ s internet serviceWe 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advised that he cancelled the order the day of install and should have not received a bill
Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on April 6, and explained that Frontier adjusted the final bill. Frontier advised Mr*** that he would not owe FrontierFrontier explained his bill cycle. Mr*** is satisfied with the resolution and agreed to close the Revdex.com caseWe 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 *** J*** to our office for reviewThe Complaint states that: Mrs*** advises that Frontier needs to repair her lineFrontier has investigated the above statements and offers the following response: Frontier advises that we are working in
conjunction with Mrs*** in order to get things taken care of and the repairs are being worked.Frontier spoke with Mrs*** on 10/31/and we have been working with her since in order to get this resolved.Mrs*** has direct contact information for this and future 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

Frontier Communications
Thank you for referring the complaint of *** ***
to our office for reviewWe appreciate *** ***
bringing this matter to our attention
The Complaint states that:
***
***’s complaint states he was
charged for installation and
activation fees on his bill after he was promised he would not have to pay
these feesHe was given this information by multiple representatives and
the technician
*** ***
states that he was unable to pay on-line due to an error
*** ***
states that he wants his account to be disconnected
Frontier has investigated the above statements and offers the
following response:
Frontier’s investigation does show that
***’s original order had notes promising to waive his installation and
activation fees. The adjustment for
$installation and the $Shipping/Handling and Activation has been
issued.Frontier’s first bill was for a time period
of March 5, to March 31, for $and for April 1, to April
30, was $in addition to the install charges that are being
waived. That leaves *** with a balance
of $for his first bill. Frontier will waive the late fee on the May
1, bill as a courtesy for the errors that *** was getting on his frontier.com
account when making a payment. Based on Frontier’s conversation with ***
on 5/10/16, we are not going to disconnect his service. *** does not have a contract and if he
changes his mind he can cancel at any time without a penalty
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: Donna JM*** Department: Customer Relations

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*** states he contacted Frontier and agreed to a rate of $+ tax a month, including free a DVR and a free Set
Top Box, however was billed $for his Set Top BoxMr*** states when received his first bill it did reflect an $fee for the Set top Box and higher taxes than he was expecting, including a Regional Sports Fee, Video tax he was not familiar withMr*** also noticed that his prorated charges for less than days of service came out to more than charges for a full days of service Frontier has investigated the above statements and offers the following response: Frontier confirms that Mr*** is currently receiving a monthly base rate of $before taxes, surcharges, and equipmentFrontier advises that the promotional offer Mr*** subscribed to includes a free DVR for months, however additional equipment is subject to additional cost(s)Exclusions and conditions for current promotional offers can be found at http://frontier.com.Frontier advises that the Video taxes shown for $are made up of: Broadcast TV Surcharge $Moreno Valley Franchise Fee $Moreno Valley PEG Fee $2.53FCC Regulatory Recovery Fee $Frontier provides a detailed tax breakdown on page of Frontier statementsTaxes/fees applied for TV services are separated into its own categoryAdditionally, Mr***’s first bill is for months of service, resulting in higher taxesFrontier advises that the Regional Sports Fee is a fee that helps Frontier recover high costs of contractual obligations requiring Frontier to offer multiple sports networks per location. In an effort to keep sports programming costs low, Frontier charges a nominal fee to all subscribers with access to the Regional Sports Networks (RSN) unless otherwise stated in applicable lawIf Mr*** would like to opt out of the Regional Sports Fee, Frontier can downgrade his TV package to one that does not include any sports channels.Frontier advises that as Mr***'s service started on 2/26/28018, the system would normally generate a bill on the 27th and then have one day of prorationIn this instance, the bill did not print until 3/27/so there are full months + day of chargesProration = month + dayWe 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

Customer Name: *** *** Phone: ###-###-#### Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Rebuttal states that: Frontier has not contacted her and a message should have been left or an email sentMs*** stated she requested a new modem and she has not received it Frontier has investigated the above statements and offers the following response: The original Complaint had a daytime number of ###-###-#### and messages were left at that number. The complaint shows her phone number to be ###-###-####. Frontier has sent emails to *** at ***. A modem was shipped to her and tracking confirmed it was received on Friday, November 11, 2016. Frontier has been unsuccessful in reaching Ms***. 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