Frontier Communications Corp.

Revdex.com:
I have reviewed and I hope this is resolved but I have been told before it was resolved and it in fact was not so I hope this time it is
Regards,
*** L ***

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's response above indicates that I'm satisfied with their response I am not Frontier's staff is still unable to produce any written or verbal proof that I was either made aware or accepted this bogus charge The mere indication that you, a utility company, can and should behave in this manner demonstrates the root of the problem
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** advises that he is billing at a higher rate that he was quoted and billed for an installation fee that he was not advised of Frontier has investigated the above statements and offers the following response: Account research shows on bill date January 1, Mr*** was billed $367.51, this includes pro-rated charges and $FiOS Set up activationResearch shows on January 3, a credit of $was applied for the activation feeThis should reflect in one to two bill cyclesOn January 4, a credit of $was applied to the HBO charges. This should reflect in one to two bill cyclesA Frontier representative spoke with Mr*** on February 1, a credit of $for days of time out of service A Frontier representative spoke with Mr*** who indicated satisfaction with the resolutionWe 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 Specialist: Amy B*** Department: Consumer Relations

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 internet is slowFrontier has investigated the above statements and offers the following response:
Frontier spoke to Ms*** on November 20, and scheduled an Internet Help Desk call to run testFrontier advises that 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.Ms*** explained that she has decided to disconnect service and switch to another providerMs*** has pre-paid for her services and is eligible to continue receiving service through the end of her bill cycleMs*** can always stop the disconnection if she changes her mind. 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 Communications 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 he is experiencing an Internet outage and Frontier has missed the repair appointment Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician on October 6, and made repairs to the outside and upgraded the speed of the Internet per Mr***’s request. Frontier replaced the modem. Frontier spoke to Mr*** on October 11, and verified the service is working correctly now. Frontier applied a credit of $due to the service outage and the missed commitment. 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

On December 8, 2016, Frontier spoke with Mr*** acknowledging his concernsWhen speaking with him, he mentioned that he really do not want to talk about this issue anymore, but want to make sure he receive his refundOur records indicate Mr*** account is deactivated as of October 12,
2016, with a credit balance of $Refunds generally take 60-days to receive, and after further review, refund check is scheduled to arrive within the first two week of January.Currently we are not showing any collection activity on his accountWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** has experienced because of the above matter Frontier Specialist: Kevin F* Department: GM Specialist Telephone Number: ###-###-#### Fax Number: ###-###-####

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 is still ignoring the fact when I contacted customer care I was told there would be no price increase to switchWhile they did fix the billing now I was still made to pay $for the month of July even with the credits given My bill was $for the 25/and I was made to pay for the 50/for the days it was active even though it was allegedly going to be the same price which means two things I was misled by customer care and Frontier now has $of mine I will never get back I spent over hours of my time attempting to correct this problem which I will never get back.
Regards,
*** ***

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

Thank you for referring the complaint of *** *** to our office for review. We appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that ever since Frontier started repair work at her home in August 2017, she has been waiting
for the Network Interface Device box to be replaced. She also advises that she has been waiting for Frontier to bury the service wire in her yard since September 2017. Ms*** advises that Frontier needs to credit her for the amount of time that she has been experiencing problems with her home phone and internet servicesFrontier has investigated the above statements and offers the following response: Frontier advises that the service wire was buried on October 18, 2017, and the N.I.Dbox was completely repaired and put back on her house on November 1, Frontier advises that Ms*** was credited for days of phone service and weeks of internet service, for a total amount of $31.33.Frontier spoke with Ms*** on November 6, 2017, and confirmed that she was satisfied with the repair work and with the credits that were issued to her account. 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 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: ###-###-####

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Customer has not been able to access voicemail after talking to representatives Frontier
has investigated the above statements and offers the following response: Frontier has activated the customer voicemail and confirmed that it is working as of 6/2/2016. The customer was provided a curtesy credit of $Frontier has recommended to setup a business account for the 2nd line since the customer is using it for their business The customer has been provide with my direct contact information for 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 Tell us why here

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,
*** & *** ***
THANK YOU VERY MUCH FOR YOUR NEEDED ASSISTANCE IN RESOLVING THIS SITUATION!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the full requested resolution was not metThe following issues were discussed and resolved.I reviewed the Revdex.com email response from Amara H., Frontier Executive Customer RelationsAmara left me a voice message on 10/24/I called Amara and we discussed the situationI agreed to the promotional rate of $before taxes and surchargesI agreed to remove the Ultimate Personal Security billed at $per month, in order to remove the year commitmentAmara offered the option of Personal Security for $per monthI agreed to that offerAmara also offered a $monthly discount for months or a one time lump sum credit of $30, which would reduce the cost of the Personal SecurityI accepted that discount offerI agreed to the credit of $that I had requested in my complaintAll of those issues were resolvedAmara stated that she would have to investigate the new equipment (whole home dvr and set top boxes) and call me backWe ended the conversation.What did not get resolved to my satisfaction was the equipment costs as stated and requested in my complaint.Amara called me later in the afternoonShe was unable to find any promotions for the equipmentThe whole home dvr and set top boxes would not be included in the promotional rate of $There would be no charge for the whole home dvrThere would be a charge of $for set top boxesMy monthly bill, before taxes and surcharges would be $with a year commitment or $without a year commitmentAmara agreed to waive the cancellation charges if I later decided to cancel before the year commitment endedAmara stated that she would arrange for a technician to install the new equipment and those charges would be waivedI agreed to the $rate with the year commitmentAmara asked me to open the Revdex.com response and that would allow her to update what we had discussedI agreed to do that.After hanging up the phone, I reviewed mu complaintI was not receiving what I had requested to resolve my complaint and keep me as a Frontier customerI decided to think about it and I would call Amara on 10/25/17. I did not open the Revdex.com response that eveningI decided to wait until I talked to Amara again.I left a message for Amara on 10/25/it was late in the day and I missed her for the day.Amara called me on 10/26/I explained that I did not want to pay the additional charges for the set top boxesAmara stated I would receive an additional credit of $and another credit of $(I believe the $lump sum credit toward the Personal Security)I stated that I had contacted Spectrum cable (also a provider in my area) and their set top boxes are $per monthNo other Frontier offers were presented to meI stated that I would keep my existing service and equipment until I terminate my Frontier serviceWe ended the conversation.To the best of my recollection and after reviewing my notes, the above is what transpired.Amara really tried to resolve this situationI thank her for her time and considerationshe was at all times polite and understanding about this situationIf I had encountered Amara earlier in the Frontier customer process, this complaint may not have been necessary
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
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,
*** ***

I keep getting bills that they say they have taken care ofI sent you an attachment of a bill that says its now in collectionsI should have bill that is fourty dollars a month they are sending me different bills with different account numbers They are trying to charge me a late fee for cancelation of service that I did not cancel I transfered to a new address and Frontier said yes were sorry you should have not got a bill for that and we will take care of itNow that bill is in collections

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: *** *** advises she is billing for services she does not oweFrontier has investigated the above statements and offers the
following response:Records show on bill date November 20, Ms*** was billed previous charges $85.02, no payment received, balance forward $85.02, new charges $45.21; total due $127.53.Records show service order *** completed December 14, disconnecting serviceOn closing bill date December 20, shows previous balance $124.53, payment received November 25, $85.02cr, balance forward $42.51, new charges $3.32, total due $45.83.Records show all warranted credits have been applied to the accountThe balance of$is valid and dueA frontier representative attempted unsuccessfully to reach Ms***A contact letter was sent on April 25, We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** has experienced as a result of the above matterFrontier Specialist: Amy B*** Department: Consumer Relations

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,
Joseph ***

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 billing is wrong Frontier has investigated the above statements and offers the
following response: Frontier Communications investigated and found that Ms***’ account came to Frontier with a past due balance of $Starting in June of the account has had changes made to it continuously until SeptemberMs***’ account has received, cumulatively, $in credit since Frontier Communications took ownership of the accountThe current balance, for the 9/13/billing cycle, of $is valid and sustained as she is being charged for services rendered 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 CommunicationsThank
you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our
attention.The
Complaint states that:Mr& Mrs*** state that Frontier did not include all of the other calls that were made.Frontier
has investigated the above statements and offers the following response:Frontier thanks Mr& Mrs*** for the additional concerns to our office for review. We apologize for any frustration or inconvenience that Mr& Mrs*** have experienced.Frontier advises all records were pulled in its original review.Frontier has reviewed these additional remarks and the company’s position has not changed.We
trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr& Mrs
*** have experienced as a result of the above matter.Frontier Specialist: *** *** Department: Executive Consumer Email: *** Relations

Frontier has investigated the above statements and offers the following response: Frontier finds that two repair tickets were requested since the inception of service on October 26, 2015.In December the customer was unable to connect to the internetThe service was repaired within hours
and was found to be a cross connection in the jackAnother repair request was initiated by Mr*** on April 12, and the concern was resolved on April 13, 2016.The issue was that Mr*** was receiving an internet speed around Mbps download, when subscribing internet speeds as fast as Mbps downloadFrontier resolved the concern by changing out the internet port connectionFrontier finds that no other repair request were initiated by the customerBased on the above information, Frontier finds no credits are warranted for service performanceAs a courtesy, Frontier has issued a $credit, which is the difference between internet speeds as fast as Mbps and speeds as fast as Mbps for month We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** I *** may have experienced as a result of the above matter