Frontier Communications Corp.

Thank you for referring the complaint of Ms*** *** to our office for reviewWe appreciate Ms***
bringing this matter to our attention The Complaint states that: Ms*** advises her deposit be refunded and her account credited because she did not receive Internet servicesMs*** also advises that a return mailer be sent to return battery holder equipmentFrontier has investigated the above statements and offers the following response: Frontier has investigated Ms***’s account and has applied a credit adjustment that will appear on the new February 6, bill statement.Frontier advises that the deposit will be refunded to Ms***’s card in to business days.Frontier will follow up on the February 6, bill statement to verify a zero balance.Frontier advises that the battery holder is not required to be returned Frontier spoke to Ms*** to advise of the above information on January 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

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,
*** ***-***
Thank you for referring the complaint of *** ***-*** to our office for reviewWe appreciate *** ***-*** bringing this matter to our attentionThe Complaint states that: Mrs***-*** is inquiring about the taped conversation with Frontier on 01/29/Frontier has investigated the above statements and offers the following response: Frontier does not record all conversations however any information recovered is proprietaryFrontier has eternally address any coaching and development opportunity up to termination related to this complaint If Frontier does not record all conversations, why did the prompt indicated that this call was being recorded? Also, if coaching and development opportunities up to termination are being addressed, based on your response, it appears there is justification for you to take the appropriate steps necessary to place the employee on notice in regards to her communicating incorrect information to the customer which sheds light on my complaint and the facts that I presented are true and correct

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

Frontier
CommunicationsComplaint
Number: 12289414Customer
Name: Willa Kauffman Phone:
5742649869Thank you for referring
the complaint of Willa
*** to our office for reviewWe appreciate you bringing this matter to
our attention.The Complaint states that:Ms*** states that she was getting two bills when she only thought she had one, which caused her account to get suspended and resulted in reconnection and late feesShe was also charged for long distance calls when she was supposed to have unlimited long distance.Ms*** would like the reconnection and late fees credited, and the long distance calls credited.Frontier has investigated the above statements
and offers the following response:Frontier records indicate this account had billing issues related to systemFrontier applied previous credits were issued for reconnect fees and long distance chargesAn additional credit was issued for the remaining long distance calls in the amount of $Frontier also issued additional credit of $for reconnect and all late fees.Frontier spoke to Ms*** and advised of the above informationShe expressed she is satisfied with our resolutionWe 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: Joe K*** Department: Customer Relations

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.
Regards,
*** **

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that there was trouble ticket which was started on February 3, and was completed on February 6, 2017.Frontier determined that regarding the above, an appropriate
adjustment was issued for the time out of serviceFrontier’s records indicated that no subsequent calls were made indicating a service discrepancy after February 3, 2017.Frontier made multiple attempts to reach Ms*** but received no response We regret any inconvenience that *** *** may have experienced as a result of the above matter

Tell us why hereFrontier 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: She moved to S Florida and was told there would be no early termination fee because Frontier does not service the area she moved toShe was charged $for June and July service despite cancelling the service. She was told her autopay of $credited 6-would be returned to her in the form of a prepaid Visa cardOn July 1st, she received another bill of $including the early termination feeShe called customer service regarding the early termination fee and two different representatives advised her that the early termination fee was validShe paid the early termination fee because she did not want a past due bill to affect her credit Frontier has investigated the above statements and offers the following response: An adjustment of $was issued to the account for the early termination fee. In addition, a credit of $for charged back contract discounts was issued to the account. Total credit issued $234.39. The account will reflect a $refund to be issued in 2-billing cycles or effective by the 10/3/billing cycle. Mrs*** will receive the refund within 8-business days after the refund is processed and the credit balance is removed from the accountFrontier has internally addressed any coaching opportunities and disciplinary actions related to this complaint. 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: Sandra M. Department: Customer Relations

Thank you for referring the rebuttal complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The complaint states that: Mr*** advises that he is a long time loyal customer and was out of telephone service for over two months and called multiple times and that a technician did not come out to correct the problem. Mr*** advises that the problem was outside his home at the easement which is Frontier’s responsibility. Mr*** advises that a customer service representative issued a $credit for lack of service and the next bill he received was with no credit applied and service was still not working. Mr*** advises that the credit was recalled by Frontier’s upper management.Mr*** advises that he cancelled his service after years with Verizon and now FrontierFrontier has investigated the above statements and offers the following response: Frontier has investigated and found that the first time Mr*** called into Frontier to report his telephone service not working was on November 11, and a repair ticket was placed and worked on November 13, and closed out on November 15, 2017.Frontier advises the credit for $was declined because there was insufficient information to approve the credit that Mr***’s telephone service was not working before he called and reported it on November 11, 2017.Frontier advises that Mr*** cancelled his service with Frontier on November 14, 2017.Frontier advises that an email was sent to Mr*** with no response back from him in regards to his complaint.Frontier advises that a courtesy credit has been applied to Mr***’s account as of December 26, Mr*** now has a credit of $on his account and will receive a check in about daysWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Thank you for referring the complaint of Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she called Frontier to get a quote and was billed for Frontier services
that she never ordered. Ms*** further advises after many contacts with Frontier, she was assured this would be resolved. Ms*** advises her account has been turned over to a collection agencyFrontier has investigated the above statements and offers the following response: Frontier has investigated Ms***’s account and advises that Frontier incorrectly invoiced in good faith as the install order was set up as a self-install. Frontier acknowledges that Ms*** called when she received the modem and advised Frontier at that time she never wanted the service installed.Frontier advises that a credit adjustment has been applied and the balance is zero.Frontier advises that the credit bureaus will be updated. Frontier attempted to reach Ms*** to advise of the above but was unsuccessful 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*** states the information in the previous response was not quite accurateAfter further research by Frontier it was determined that the $was incorrectThe correct charge for the modem for the remaining two-year period was $Frontier was able to remove the charge from the account for the remainder of the two-year period Frontier has investigated the above statements and offers the following response: Frontier advises the router charge has been removed from Mr*** account due to inaccurate information previously given to himFrontier advises that Mr*** is an important part of Frontier and we truly appreciate him, and the fact he took the time to give us feed back on his experience with Chris in the Office of the PresidentIt was a pleasure to assist Mr*** 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

REBUTTAL RESPONSE 3:There is no dispute the customer made regular payments toward the
balance on the bill each month; however, the bill was not paid in full. Should Ms*** wish to see a copy of any
statement, we can forward them to her. I
apologize if any response included any discrepancy or typographical errors;
this was not intentional. All responses
are based on Frontier documentation, records and billing statements and any
other factual information. My question is why do the Feb and March
statements have the same previous balance? Did you not subtract February's payment? Details of invoices for February and
February 2017; also March and March 2017:The February 13, billing statement reflected the previous balance of $401.06, a payment of $was received by Verizon in the amount of $on February 9, 2016.The balance forward was $and the current activity for February was $208.97, which brought the total balance to $410.03.The March 13, billing statement reflected the previous balance $410.03, a payment of $was received, which left the balance due of $210.03.The current activity for March was $206.18, which brought the total balance to $416.21.The New Year 2017The February 13, billing statement reflected the previous balance of $135.00, there was a debit of $65.00, which brought forward the balance of $The current activity for February was $201.95, which brought the total balance to $401.95.(Review January bill to see $payment applied in error)The March 13, billing statement reflected the previous balance of $401.95, a payment of $was received, a credit of $was applied, which brought forward the past due balance of $191.02.The current activity for March was a credit of $32.86, which was deducted from the past due of $191.02; leaving a balance due of $158.16.Why did you apply a $debit in
Feb? I'm not clear on how you are using
debits/credits nor why.Please find the details of
payments/debits as received from Frontier Collections:01/07/$200.4502/09/$200.0003/07/$200.0004/11/$200.0005/11/$200.0006/...⇄ in error based off 10/payment
posting and debited back 11/17/which is why 12/bill shows a debited
$payment on bill.12/23/$200.0012/26/
$applied in error based off 12/payment and
debited back 01/16/201712/26/
$applied in error based off
12/payment and debited back 01/16/201701/14/$paid but because of the $debit backs
on 01/this is why 02/bill shows a debit of $65.0002/09/$paid but because of the $debit backs
on 01/this is why 02/bill shows a debit of $65.0003/06/$paid Sincerely,Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS

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 she contacted Frontier in August to request a new modem be sent to her, for her Frontier
internet service. By September 2016, she had not received a modem and contacted Frontier again, who said that a new modem would be sent out, but she did not receive itMs*** advises that after contacting Frontier in October and November 2016, she still never received the modem that she was promised, and decided to buy her own modemMs*** advises that she wants Frontier to credit her for the $modem rental fee for the months of August to December 2016, but she was told that no credit would be issued for the rental fee Frontier has investigated the above statements and offers the following response: Frontier advises that since Ms*** did not receive a new modem from Frontier after multiple requests to have one sent, she has been issued a credit for the $modem rental fee for the previous five months, and the credit totaled $34.95.Frontier advises two attempts were made to contact Ms*** about her complaint but was unsuccessful at reaching her. The information pertaining to the credits that were issued was left for Ms*** on her voice mail, on January 26, 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises he would like bill corrected Frontier has investigated the above statements and offers
the following response: Frontier made several attempts to reach Mr***; however, we have been unsuccessful in speaking with himFrontier spoke to Ms*** *** on November 30, and left a message for Mr***. Frontier explained to Ms*** that she is not listed as an authorized user on the accountFrontier issued an adjustment to correct missing promotion creditWe 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I spoke with a
representative from Frontier on 10/12/ She had issued credits for the great majority of the charges that were in dispute I will review the most recent statement to ensure that all the charges in question have been resolved I now have a contact at Frontier who can help me with my account I would like to thank the Revdex.com for your assistance with this matter and helping to bring resolve to an issue that I fought for months
Regards,
*** ***

Hi,Frontier tested our equipment on the customer's jack on September 16, and no trouble was found. Frontier spoke with Mr*** and advised the issue is within the customer's equipment. The credit of $that was issued due to out of service issues will appear on the October statement due to the credit being applied after the September bill date.Thank you~

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s April statement was higher than anticipated due to prorated chargesMr*** started services in the middle of a billing cycle and the communication’s bill charges one
month in advance from the date of print.Frontier also finds that Mr*** was not quoted the modem equipment fee ($9.99) with his monthly chargesFrontier is honoring the pricing by removing the modem fee and has issued credit for the charges from AprilA Frontier consultant has been in direct contact with Mr*** 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 *** N *** to our office for reviewWe appreciate *** N *** bringing this matter to our attention The Complaint states that: Ms*** states that she was advised by Frontier that her Internet service would be equivalent to cable
InternetMs*** is requesting the speed that is advertised in her area, but she has been informed that she cannot receive those speeds because of her locationMs*** states that she was advised by Frontier that if she subscribed to Frontier telephone and Internet she would qualify for a $Amazon gift cardMs*** states that she was advised she would receive an email within hours with her Amazon gift card promotionMs*** states that she did not receive the information and contacted Frontier who advised her that it will take days to receive the Amazon gift card Frontier has investigated the above statements and offers the following response: As stated in Frontier’s terms and condition, actual Internet speeds may vary, and any speed advertised is not a guaranteeFrontier’s promotional materials also clearly state that “actual speeds may vary and are not guaranteedService subject to availability.” Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Ms***’s area at this timeFrontier investigated Ms***’s Frontier account and found that she was offered a promotion that her account does not qualify forFrontier was able to provide a courtesy credit of $on Ms***’s Frontier account in place of the $Amazon gift card.Frontier also applied an additional $promotional credit to Ms***’s account as of August 18, This promotion will last for twelve months.Frontier spoke with Ms*** on August 19, and she is satisfied We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** N *** has experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attentionThe Complaint states that: Mr*** advises that he has experienced telephone service issues with FrontierFrontier has investigated the above
statements and offers the following response: Frontier investigated Mr*** complaintFrontier entered a repair call that was reported on April 12, and the services were fixed on May 6, Frontier contacted Mr*** on May 10, to verify that his service is working to his satisfactionMr*** confirmed that his service was functioning properly.Frontiers policy is to issue out of service credit if a customer is without service for over hoursFrontier issued an adjustment to Mr*** account in the amount of $for the loss of service from April 12, to May 6, 2016, this will be reflected on his next Frontier statement.Mr*** has been notified of the aboveHe is satisfied with the resolutionWe 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 Mrs*** bringing this matter to our attention. The Complaint states that: Mrs*** advises that when she moved her services the appointment was missed and that the billing was incorrect and did
not include any of her discounts for the past monthsMrs*** also advises that she has spoken with multiple representatives and each time her services are adjusted but the billing is never corrected Frontier has investigated the above statements and offers the following response: Frontier apologized for any inconvenience Mrs*** may have experienced due to the billing error.Frontier has conducted a full billing review and confirmed Mrs***’s account balance is accurate and all necessary adjustments have been applied and Mrs***’s services are not currently scheduled for interruption.Frontier has spoken with Mrs*** on January 11, and explained all charges and future billingFrontier has taken the necessary steps to correct Mrs***’s future billing and will be reviewing the next two billing statements to ensure accuracy.Mrs*** was satisfied with Frontier’s actions 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