Frontier Communications Corp.

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

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
I did not pay Frontier communications with a Citibank gift card and the arrangements Frontier made for a refund is of no concern of mineThis is not a small company - they can right a check or they can take the time to speak with Chase! I paid Frontier MONEY and will not accept a gift card as an option! THIS IS THEFT OF MONEY AND EXPECTING ME TO SETTLEI can't deposit a gift card in my bank same as Frontier could not accept a gift card from me as paymentAwaiting a written reply from Frontier as I will not spend more of my business days speaking with them after a minute call with no resolution
Regards,
*** ***

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 Frontier owes him $for the monthI cancelled my service on January 5, due to the inability to connect to the internetFrontier charged a Disconnect fee. I would like to be reimbursed Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on May 12, 2017. Frontier explained date of bill 12/28/and that we billed for service charges from 12/28/to 1/27/Then on the Date of Bill 1/28/we provided a prorated adjustment of -$from 1/6/2017-1/27/Bryan closed the account on 1/5/The bill cycle is on the 28th of each monthwhich left a balance due of $13.33, but Frontier adjusted the bill and waived the service disconnection feeI explained that he does not owe Frontier and has a zero balance. 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 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

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 Revdex.com bringing this matter to our attention The Complaint states that: Ms*** is disputing the early termination fee, and bill of $ Frontier has investigated the
above statements and offers the following response: Frontier advises we have credited the early termination fee billed in the amount of $ This leaves a balance due of $ for service from January to January 15, 2018.Frontier spoke with Ms*** on March 27, and reviewed the aboveWe 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 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

Frontier apologizes that Ms*** has experienced such a frustrating series of eventsWe pride ourselves on responding to customers' concerns very quickly. We continue to make progress every day and explore options to ensure a consistently positive service experience.
Frontier’s records indicates that repair ticket *** (05/to 5/30) correct the phone and she is able to place calls. Issue was fixed within our network and left a voice message was left when the tech tested the lineAn employee did reach out to Ms*** to offer assistance and explain that Frontier systems will adjust out of service credit that will post between 1-bill cycles

We have investigated the issue and confirmed service was repaired on may 20thTime out of service credit of $was issued due to the difficulty On May 23rd the customer ported service away from Frontier

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,
*** ***

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: *** has been getting billed for services that has not been installedShe had scheduled for services to
be installed with Verizon before the transition, when her account was transferred to Frontier Communications it was not available for our Frontier employees to view or have access toFrontier has investigated the above statements and offers the following response: *** has been wrongfully billed because services were not installedI have issued the proper adjustments to the *** account of 115.99, which will put her account to a zero balanceI have emailed *** to inform her of our findingsWe 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 matterTell 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. I also followed up the phone call with an email to the caller suggesting that the company find out if and how a land line can be hacked from outside. The person who called could not answer my question as to how charges can show up on my bill when the calls are not made from my phoneCommunication was good, and I'm happy with this resolution. However, I was told if future directory assistance calls show up on my bill I will be obligated to pay them. My response - if it keeps happening I will simply end my relationship with Frontier
Regards,
*** ***

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

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,
*** ***

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

Customer expressed concern with the billing, being promised on multiple occasions that a discount would apply to the account and hasn’t happened yet Frontier has investigated the above statements and offers the following response: Frontier has investigated the customer ’s account
and determined that the consultant was honoring a $discount towards the bill for twelve months. Unfortunately, due to systems issue, the discount had not applied as promised. Frontier will be manually adjusting the $discount each month. Frontier has issued $for September and $for October 2016. Frontier will follow-up. The customer may reach out to me by calling ###-###-####, ext***

Thank you for referring the complaint of Mr*** S *** to our office for reviewWe appreciate Mr*** bringing this matter to
our attention The Complaint states that: Mr*** advises that he was charged for Internet service after it was disconnected Frontier has investigated the above statements and offers the following response: Frontier advises that credit adjustments have been applied to Mr***’s account that will appear on the May 1, bill statement with a zero balance.Frontier spoke to Mr*** on April 13, and advised of the above and provided direct contact informationWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr*** may have experienced as a result of the above matter Frontier Specialist: Lori F* Department: Customer Relations

Frontier has been in contact with the customer via email and will continue to work with them to resolve all issues