Frontier Communications Corp.

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 has terminated his services with Frontier and has not received a refund for the credit that
is due to him Frontier has investigated the above statements and offers the following response: Frontier advises that a refund has been processed on February 14, and will take 7-business days for processing and delivery.Frontier has made several attempts to contact Mr*** regarding this issue but has been unsuccessful in speaking with him further.Frontier has mailed Mr*** a letter with direct contact information if he needs any additional assistance 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 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

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 *** *** bringing this matter to our attention The Complaint states that: *** *** advises he would like all of his ppv purchases Frontier has investigated the above
statements and offers the following response: Frontier’s customers can view Verizon’s purchased VOD on myuv.com website. UltraViolet is a free, cloud-based digital rights library that gives options to stream VOD’s over the Internet and/or download it on an offline viewerThis system was set up way in advance of Verizon’s accounts being transitioned over to Frontier’s network. All customers was advised to create an account for access, as noted in their terms 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

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 *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** from *** *** indicates his bill increased at the time Frontier took over
and he has not been able to get this issue resolvedFrontier has investigated the above statements and offers the following response: Frontier investigated the account of *** *** and it shows the term on his lines had expired and on March 18, The other reason his bill increased was Verizon had been providing the account with calling service packages and they were not being billed for the services in errorWhen the service went over to Frontier the billing beganFrontier records confirmed that there was an order in the system 3-1-that was supposed to renew the term of his serviceThis order did not complete the renewal. Frontier had been trying to work with Mr*** to get this correctedFrontier determined the best way to resolve this error was to offset his bill with a credit printed on the bill each month for the next monthsFrontier also went back in and issued Mr*** credit for the previous bills back to March when the order was placed We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that *** *** from *** *** has experienced as a result of the above matter

Thank you for referring the complaint of *** M*** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr*** states he ordered Frontier internet service and was quoted $a month for six months and $a month
after six months for the remaining eighteen months, and the router was included at no additional costMr*** advises he is now being charged for the router Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on January 18, and explained that the promotional offer he is on gave fifty percent off the router for six months as printed on his statementFrontier advised Mr*** he has the option to purchase his own router from Frontier or any retail store he chooses to avoid the monthly feeFrontier advises Mr*** has been charged $per month for the router since the installation of service on July 25, The six-month promotional period expired on January 24, 2018, the full rate of the router now being charged is $per month 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 CommunicationsThank
you for referring the complaint of *** *** to our office for reviewWe
appreciate Ms*** bringing this matter to our attention.The
Complaint states that:Ms*** wishes to confirm that the credit has been issued to clear the $balance on her account that generated without services being providedFrontier
has investigated the above statements and offers the following response:Frontier Communications has reviewed Ms***’s account and advises Ms*** that this issue was resolved the week of March 20th, Frontier advises Ms*** that the balance of $was cleared from the account and is no longer owedFrontier recommends that Ms*** contact the below agent should she require any further assistanceWe
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 Specialist: Austin Bailey Department: Executive Consumer Relations

Frontier has reviewed the rebuttal and can only apologize for the miscommunication Ms*** and her father experienced

all charges removed from account

Thank you for referring the complaint of *** *** to our office for review The Complaint states that: Ms*** advises Frontier Communications disconnected her services early and charged her for these services Frontier has investigated the above statements and
offers the following response: Frontier advises that frontier issued a credit of for services that were past the date of disconnectionCustomer paid for the services via auto-draft and requested a refund.After Frontier sent her a refund, the original check bounced and caused a chargeback to the customer’s account.Frontier spoke with Ms*** on 09/30/and advised of the balanceMs*** has direct contact information for further concerns. 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 matterTell us why here

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 she is disputing charges for service and final bill processFrontier has
investigated the above statements and offers the following response: Frontier spoke to Ms*** on March 5, and explained we have issued appropriate credits to correct charges and current balance is zeroFrontier advised account was disconnected on December 27, Frontier advises that prior to termination, MsRodgers was billed (and thus incurred charges) through the end of his billing cycle. Ms*** is eligible to continue receiving Frontier services through the end of that billing cycle. Frontier spoke with Ms*** and advised her of the above informationMs*** advised she is satisfied and agreed to closed case as resolved 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 review. We appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she renewed her Frontier bundle package and was informed that her new monthly rate will
be $plus taxes and surcharges. Ms*** advises that a Frontier technician was supposed to bring her new TV equipment, but the technician did not show up at the time that was agreed upon. Ms*** advises that she is expecting a credit on her bill, as was promised earlier by FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that Ms***’ current bill is $plus taxes and surcharges, which was the amount that had been quoted and agreed upon. After adding the taxes and surcharges, the total monthly rate comes to $140.01, and the taxes and surcharges are always subject to change. Frontier advises that a $credit was already applied to the previous month’s charges for the missed appointment. Frontier also advises that another $credit was applied to Ms***’ account from when she was without service, and it will be reflected on the December 2, statement.Frontier spoke with Ms*** on November 21, and advised her of the above statements. 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 CommunicationsThank you for referring the
complaint of Mary
Clements/Ronald *** to our office for reviewWe appreciate *** *** *** bringing this matter to our attention.The Complaint states that:Mr
*** advises that the Internet service is dropping every 4-minutes and
he has been advised there is nothing that can be done to fix thisMr
*** advises that the bill has not ever been right on the account since
signing up.Frontier has investigated the above
statements and offers the following response:Frontier made contact attempts: on August 5, via phone, August 7, via email and finally on August 8, via phoneVoicemails were left with direct phone number to reach a representative if Mr*** wishes to discuss the above matters furtherAdditionally, a letter was mailed out to the home with contact information for Mr*** and MsClements to be able to call in and reach someone to go over the account.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: Suzanne
R*** Department:
Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will have to do.
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 "promotion" I'm receiving is not really a promotion if you look at the price customers are currently payingSure, it seems like $is a lot to take off of a bill, but that amount I'm receiving off of my bill is nearly the same amount as what customers are currently paying for service! That doesn't sound like much of a dealAnd I don't see how my being an existing customer is halting them from giving me this promotion; I am not on any contract of any sort, I did not sign a document to lock in this pricing for a set amount of time, and they have already changed the amount I pay on my bill once before so they cannot say that they are not able to lower itThey are simply not willing to. It would be suffice to say that this lone experience has altered my view and feelings for the company, but this is not the only billing issue I've had with FrontierI had to call them several times and take time away from work just to get the "promotion" they offered meI was incorrectly billed and nearly had to start a Revdex.com complaint to get my bill corrected on that issueOnce again, as I stated in the complaint, I am not asking for a handoutI am only asking to be treated as their other customers are being treatedFrontier, in my eyes through this experience, is trying to tell me that I am not as important or as equal as their other, newer customersThat is not fair, and I'm starting to think it falls under discriminatory practices.
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** noticed a $Regional Sports Fee on his billHe stated he checked two previous bills and did not see
advanced notice that this charge would be billedFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on July 6, and advised the notice regarding the Regional Sports Network fee appeared on page four of his May 15, billThe charge began billing on the June 15, billFrontier explained The Regional Sports Fee is a result of higher costs due to contractual obligations requiring Frontier to offer multiple sports networks at this location. In an effort to keep programming cost low, Frontier charges a fee to all subscribers with access to the Regional Sports Networks (RSN). Frontier explained to Mr*** that there is a channel lineup that does not have regional sports channels that is not subject to the feeHe made no changes at this timeWe 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 him for bringing this matter to our attention The Complaint states that: Mr*** had service issues and random billing issues after the transition from Verizon to FrontierHe called Frontier
to add additional programming the programming did not appear but he was charged for it after being reassured it would be resolved in hoursMr*** called back again and cancelled the order for the additional programming and was offered a promotion to upgrade his TV package with a new two year agreement for a promotional priceMr*** requests he be released from his contract Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** and advised when his TV package was upgraded no new contract was entered and Frontier does not show an Early Termination Fee would be charged in the event he cancelled his serviceFrontier has issued credit to MrParson’s account for the inconvenience in the amount of $50.00, and for programming he was not able to view in the amount of $ 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 has investigated the above statements and offers the following response: Frontier has removed the voicemail service and confirmed the service is no longer recording incoming messages.Frontier advises that Mr*** may require a new DVRFrontier’s Priority technical team has attempted
to reach me *** and will continue to attempt contact him to determine if a technician’s visit is required.Frontier has issued a $credit to the consumer for the service outage and inconvenienceFrontier has internally addressed all coaching opportunities and disciplinary action related to this complaintWe 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 Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises he internet speed was slowMs*** would like to have final bill waived Frontier
has investigated the above statements and offers the following response: Frontier spoke to Ms*** on June 21, 2017. Frontier explained that we replaced her modem on July 5, Frontier was unable to find any additional repair ticketsFrontier explained that she has had a balance forward from February 6, through February 6, Frontier explained that the charges are accurate and will be sustainMs*** agreed to make payment arrangements. 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