Frontier Communications Corp.

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
First of all, no one was ever dispatched to the site The network engineer worked on the router remotely That did get the phone up and working again, but the internet is slow as crap still The technician (Benjamin) that called June at ~ PM only left me a message to call the main technical support number ###-###-#### If it has been escalated to the Revdex.com, why would they have me call their main support line again for almost the 10th time to sit on hold for up to an hour, have someone come on the phone who knows nothing technically and still not resolve the issue They never re-reimbursed me for time lost that I am still spending trying to resolve this problem They only re-reimbursed me for phone and internet Not television I spoke with my wife and apparently it was down also It seems like Frontier is doing the minimal thinking they are staying one hop away from some legal complaint They are correct in saying that I am still not satisfied I did not have these problems with Verizon after my router was replaced with a new one
Regards,
*** ***

Good Morning: Please see closure:
Frontier Communications
Thank you for referring the complaint of Stacey *** *** to our office for reviewWe appreciate her bringing this matter to our attention
The Complaint states that:
• Ms*** ***
states that she ordered installation of Internet, then Frontier advised Internet is not available in her areaMs*** *** is requesting satellite service for the price of regular InternetMs*** *** was offered a promotional offer for Amazon Prime and would like this as well
Frontier has investigated the above statements and offers the following response:
• Frontier’s investigation found that high speed Internet (DSL) is not available in the Reedsville exchangeFrontier’s alternative option is Broadband Satellite, which is offered at a starting price of $a month and does require a two year commitmentFrontier Satellite Broadband is not eligible for the Amazon Prime offerFrontier has applied a credit of $as compensation due to this issueFrontier has emailed this response to Ms*** *** per her request
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 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 Ms***
bringing this matter to our attention The Complaint states that: Ms*** was billed through the end of her billing cycle although she canceled service before the ending dateMs*** would like to receive prorated creditFrontier has investigated the above statements and offers the following response: A request for disconnection of service was placed on January 26, 2018.Ms***’s bill cycle ended on February 12, 2018.Per Frontier’s Terms of Service, prorated credits are not issued upon disconnection of serviceWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** may have 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 attention. The complaint states that: Mr*** advises that he called Frontier on October 2, to cancel his Internet service and unbundle his
Dish networkDecember he received a bill and is still being charged for services. He called Frontier and was advised that the service was not cancelled Mr*** states he was then given an order number and was advised it would be cancelled and back dated to October 2, for creditJanuary he received his bill and is being charged for services. He called into Frontier and was advised that his account was closed out and his final bill would be $and would take days to straighten out and would be in his March statement.Mr*** advises he received a bill on March 13, for $and called Frontier and was advised that $is for Dish network and $is for the Internet that he cancelled on October 2, and the back date of the order was denied.Mr*** advises that he only owes $for Dish network and $for the early termination chargeFrontier has investigated the above statements and offers the following response: Frontier advises that Mr*** called Frontier on October 2, a record order was placed to remove off only the Dish network and another record order was placed in October to add the Dish network back on his account.Frontier advises that an order was placed on December 24, to cancel all services and was back dated to October 2, for credit. The back date on the order was denied and the account was cancelled on December 27, 2016.Frontier advises credit has been given in the amount of $for the Internet service and the balance owed is $for Dish network.Frontier spoke with Mr*** on March 16, and he is satisfied with the resolution and has a direct point of contact. He will pay the $balance when he receives his final bill in April We apologize for any inconvenience that Mr*** has experienced as a result of the above matter

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

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 ***

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 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advised he was direct debited for $each month for Frontier and has not service with FrontierFrontier has
investigated the above statements and offers the following response: Frontier spoke with Mr*** on December 11, 2017, and reviewed complaint.Frontier found Mr*** spoke with Frontier on February 14, and was advised Frontier technical support is a monthly service and will automatically be billed for $each month unless cancelled

The balance on this account is now $The customer paid $on 8/11/and Frontier waived the Early Termination Fee of $The federally sanctioned sale of Verizon assets to Frontier did make us the legitimate provider effective 4/1/for customers who were transitionedThis customer
had Frontier services from 4/1/through 5/3/Frontier assumes that since the customer paid his outstanding balance that he concurs

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

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 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

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

Frontier dispatched a technician on August 30, to repair Internet serviceFrontier spoke with Mr*** and verified Internet service is working good

Frontier Communications Frontier has received the following complaint : Ms*** states that she was quoted a $
discount off the purchase of a modem at the time of her order. Frontier has investigated the above statements and offers the following response: Frontier records demonstrate that the router should have billed for $per the order notes from the agent. Frontier has issued a credit for $toward the router and the credit has been approved. Ms***’s account is now at a zero balance. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience Ms*** has experienced as a result of the above matter. Frontier Specialist: Donna JM*** Department: Consumer Relations Contact: ###-###-####

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 Frontier that he was charged an early termination fee and he wants Frontier to credit the fee. Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** *** on April 10, and advised the fee is valid and unable to credit the fee. 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 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

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
Thank you,
*** ***