Frontier Communications Corp.

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

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 that he was promised his services with Frontier would be $per month and he would also
receive his DVR service for freeHe was also advised he would receive a $Visa gift cardMr*** states that he did not receive the gift cardHe also states that he does not owe Frontier $125.00. Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** was advised his bill would be $per month for his telephone, Internet and televisionThat price included his DVR serviceThe plan did not come with a commitmentFrontier issued credits totaling $Frontier spoke to Mr*** on February 14, and we advised him that his balance is $Frontier explained to Mr*** that we do not prorate the final billMr*** has disconnected his services with Frontier as of December 1, due to the issues with his billing 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 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 *** *** 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

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

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 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

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

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,
*** ***

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

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

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 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

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,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms*** called regarding the flyer seven days after the expiration of the promotion.Frontier reviewed the sales conversationIt was found that Ms*** did not ask about the length of
the term and the consultant failed to review the appropriate information.Frontier has agreed to lock the pricing in for months.A Frontier consultant has contacted Mr***, advised of the above statements, and provided direct contact informationWe 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 has been in contact with the customer via email and will continue to work with them to resolve all issues

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 *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises they ordered service, but never received itThey called several times but no one could
find the account. Finally, she was advised she would receive a refund within 7-business daysBut it was not receivedFrontier has investigated the above statements and offers the following response: Frontier advises Ms***’s deposit of $was reversed back to her credit card on 2/22/Frontier spoke to Ms*** on June 29, and the customer advised everything was resolved. 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

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

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,
*** ***