Frontier Communications Corp.

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Mr*** advises that he moved recently and Frontier coordinated the relocation of his service.
Mr*** advises he called five days prior to the move to schedule the changeover and was advised that it would take two weeks before the order would be completed. Mr*** advises that he was told to call back at a later date to see if anything opened up for a sooner due date. Mr*** called back a week later to check on his order and was advised that they could not find an order and it would be another two weeks before the service would be set up at his new location. Mr*** advises that it took three weeks to get his service and he wanted the same plan and service that he had at the previous address. Mr*** advises that after receiving his first bill, there where services that he did not give permission to add to his account. Mr*** advises that he was being billed for the whole home DVR service that has not been working. Mr*** advises that he has called into Frontier multiple times and has had to wait and be transferred from department to department to get his issues resolved. Frontier has investigated the above statements and offers the following response: Frontier advises that an order was placed to cancel Mr***’s service at his old location on June 27, 2016. The account is a Home Owners Association account and is handled by a different group than the Frontier customer service and is why he was transferred. Frontier apologizes for the inconvenience that it caused Mr*** in the delay of service at his new location and that it should have been escalated to see if a sooner date would have been possible. Frontier advises that we have different departments that handle the services and the customer sometimes gets transferred from one department to another. Frontier advices that a repair ticket was placed and a technician went out to the location and got the whole home DVR service working and a credit was issued in the amount of $15.00. Frontier advises that an order was placed to remove off the Identity Protection plan that he never requested and a credit was given for $9.99. Frontier has made several attempts to reach Mr***, unfortunately, our attempts have been unsuccessful. A call me letter has been mailed out if Mr*** would like to contact Frontier directly in regards to the complaint that was filed 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 Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises she has had issues making long distance calls and local calls as of February 13, Frontier has investigated the above statements and offers the following response: Frontier Repair explained no issues reported on February 13, Phone is working, no issues found.Frontier issued a goodwill courtesy adjustment on January 29, 2018.Frontier spoke to Household member on February 19, and left a message for Ms*** ***Frontier made several attempts to reach MsHerr; however, we have been unsuccessful in speaking with herFrontier emailed a ‘Please Contact Frontier’ letter to Ms***If Ms*** continues to experience service issues, she may contact 1-800-921-to reach the Internet Help Desk or Frontier Repair for assistance 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

In order for me to settle my despute with Frontier, I'd like them to remove the final bill amount of $they are claiming I owe them, which is definitely wrongThis is not only wrong, but it's a charged for services they didn't provide after I had returned all the equipment to them back in
JanuaryPlease let me know if you need any other info

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Mr*** states that he was quoted $per month but was billed for $He contacted Frontier many times
but could not get a resolutionMr*** refused to pay his bills, and wants all charges removed since they were not what he agreed toFrontier has investigated the above statements and offers the following response: Mr*** was billed without any promotional discounts as they were originally offeredFrontier credited Mr***’s account $November 1, in response to his missing discountsMr *** had Frontier services active from May 23, to July 27, Frontier disconnected Mr***’s account September 19, due to non-paymentFrontier spoke with Mr*** October 31, to discuss the complaintHis final balance is $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.Tell us why here

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Mr*** advises he was quoted to $for his internet services, but then was advised the lowest
pricing he could get was $67.99. Frontier has investigated the above statements and offers the following response: Frontier advises a Frontier representative has reduced Mr***’s bill to $for the next two years.Frontier advises a credit of $has been applied to Mr***’s account to correct his billing.A Frontier representative has contacted Mr*** and advised him of the above statementsMr*** has expressed satisfaction with this resolution 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 him bringing this matter to our attention. The Complaint states that: *** *** states he called Frontier to obtain a landline phone in late September A few days later he
plugged a phone in only to find out his service was not activated/no dial tone*** *** states Frontier was a no call / no show several timesFrontier scheduled a tech to come out to install in mid- OctoberPrior to appointment *** *** no longer needed the landline because he found out he was moving so he called Frontier to cancel his service order*** *** states Frontier confirmed service order would be cancelled and he would not incur any charges for serviceHe received a final bill with service chargesFrontier has investigated the above statements and offers the following response: Frontier spoke to *** *** and after review found service was connected on September 25, and was good to the outside interface boxFrontier found *** *** reported no dial tone on September 29, and ticket was due for October 9, 2017.Frontier shows trouble ticket cancelled but no clear remarks as to whyApologized and informed *** *** that Frontier issued credit in full for billWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that he has experienced as a result of the above matter

Revdex.com:
After my filing of a complaint with the Revdex.com, and after three weeks of trying to get this matter resolved directly with Frontier, they did finally fix my phone lineI have reviewed the response made by the business in reference to complaint ID ***, and find that this
resolution is satisfactory to me.
Regards,
*** ***

Frontier Communications Frontier
has received the following complaint : Ms*** states she was quoted $per month including taxesMs*** further states she requested unlimited long distance and was assured that she would have unlimited long distance. In addition, Ms*** disputes the balance on her account Frontier has investigated the above statements and offers the following response: Frontier records demonstrate that Ms*** placed an order with Frontier on July 18, through *** *** ***. The order was installed on July 21, with Regional Essentials, Broadband and Frontier Secure for a rate of $plus taxes and surcharges.Frontier records further show that the first bill was generated on July 26, for a total balance of $for the time period of July 21, until August 25, 2017. The bill included non-recurring charges of $for the modem and the equipment handling fee and long distance charges of $13.76. Frontier notes indicate that Ms*** called in on August 12, and was given a credit of $removed the Frontier Secure products. The notes demonstrate that Ms*** called again on September 8, to dispute the long distance on her August invoice and an order change was made to upgrade the voice package to unlimited long distance. The monthly estimate given was $plus taxes and surcharges and a credit was issued for $65.83. Mrs*** disconnected her account on September 12, 2017. Frontier records show that there were no payments made on the account and that balance is correctThe total long distance charges came to $and the credits issued were $Additional credits are not warranted on this account 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: ###-###-####

Frontier has spoken to Mr*** and resolved the billing issue to his satisfaction. Frontier regrets any inconvenience Mr*** has experienced due to this issue

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 have a letter dated February 22, from Frontier Comm., threatening me with a referral to a collection agency if I do not pay the $This information was contained in my original complaintPlease advise Frontier that they're response was not trueI have not received ant correspondence or bill information from Frontier since the threatening letter of @-22-For further information the letter was dated 2-22-but I actually received it on 2-28-
Regards,
*** ***

Frontier has reviewed the complaint and has determined that the disputed calls were legitimate direct dialed calls and after investigation rebilled the customer

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** L *** advises her Verizon contract was due to expire December She called Frontier and was
told her contract has been extended without her knowledgeMs*** advises she refuses to pay the termination fee. Frontier has investigated the above statements and offers the following response: Frontier advises Ms*** *** changed her service in February The new services allowed a $a month savingsFrontier advises the account has received from February to November $in savings and will continue to have savings each month until her contract is overEach month the service is kept the termination fee reducesThe Early Termination fee will be a valid charge if the service is cancelled before the contract is upWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

Frontier has investigated the above statements and offers the following response: Mr***’s account transition from AT&T back in October where he was paying a rate of $per monthIn February Mr*** was offered Frontier products which came with a promotional rated for
three year in the amount of $plus taxesDue to Mr*** agreeing to autopay he received another $off for one yearDue to an isolated issue the promotion did not fall off in the appropriate time frameThis error allowed Mr*** to keep his $pricing for two years instead of one.A Frontier consultant has been in direct contact with Mr*** and advised he will received his Frontier Internet service for $before taxes until February We regret any inconvenience that Mr*** may have 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 she contacted Frontier in November to have internet service set
up. She was given an order number, account number, and an installation date of November 11, Ms*** advises that when the Frontier technician came out, he informed her that the remote hub across the street needed to have power connected to it by the energy companyMs*** advises that she waited until April for the power to be hooked up, and then called Frontier to ask if the internet service could be installed. She was told that the hub still is not functional since Frontier has to set up the remote terminal that is needed in order to connect the customer premises with Frontier’s nearest central office. Ms*** advises that on April 22, 2017, she was contacted by Frontier and informed that at this time, Frontier internet service is not available in the area where she lives and that the engineering department does not know when the service will be available Frontier has investigated the above statements and offers the following response: Frontier advises that at the time Ms*** placed her order for new service, their system indicated that internet service was available at her address, but the information was incorrect. Frontier’s system has since been updated to show that internet service cannot be provided to her address at this time, but Frontier is in the process of upgrading their network to make internet service available to more customers.Frontier advises that there is no estimated timeframe as to when the internet service will be available.Frontier spoke with Ms*** on April 26, 2017, and advised her that there is no estimate as of yet as to when internet service will be availableShe was also advised that she can keep her order on hold in Frontier’s system, and she will be informed as to when the internet service can be installed 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 ***As long as the service is maintained I am satisfiedMy expectation remains that it not take a week or longer to have a technician respond and make repairs
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that: *** *** has been experiencing problems with the speeds on his internet. He speeds have dropped over the last few
months. Frontier has investigated the above statements and offers the following response: We have investigated and made some changes on Mr***’s service equipment. Frontier spoke with Mr*** on April 8, and he stated that service speed seems to have improved. 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 he was quoted $per month to have all main services: Phone, Internet and TVFrontier has investigated the above statements and offers the following response: Frontier Communications advises Mr*** that the previous term with Verizon was voided when the account in his mother’s name was cancelledThat account had $54.99/month of discounts, whereas with the changing of ownership the account now receives $20/month of discountsMr*** is advised that the monthly charge, pre-tax, is $with the phone service, unlimited long distance, 50/mbps Fiber Internet + modem rental, TV service + a 1-room Set Top Box rentalWe 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is somewhat satisfactory to me I still receive intermittent service levels for internet speeds. Tickets have been opened
Regards,
*** ***

The Complaint states that: Mr*** states that Frontier installed a temporary telephone line to address a service issue with his telephone line.Mr*** states that the temporary line was left above ground and was damaged by farm equipment.Mr*** states that though he requested to have
the temporary line repaired prior to Frontier Communications burying the line, that Frontier buried the damaged lineMr*** states that the damaged line being buried has resulted in ongoing service issues with his telephone service including static on the lineFrontier has investigated the above statements and offers the following response: A review of this account shows that a technician was dispatched to Mr***’s home on December 8thThe technician spoke with Mrs*** and noted that she states the service is working properlyLine tests performed at this visit showed the service to be in working order.A Frontier representative has attempted to contact Mr*** regarding this complaint and has advised Mr*** of these actions.A Frontier representative has advised Mr*** of direct contact information for a Frontier representative should he wish to discuss this complaint furtherWe 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 you
bringing this matter to our attention.The Complaint states that: Mr*** advises he is not receiving the services that he is paying for with his Internet.Frontier has
investigated the above
statements and offers the following response:Frontier continues to work toward a solution that will improve Mr***’s Internet service.It is our expectation that Frontier will upgrade its network in Mr***’s area later this year.Given that many factors could impact the timing of an upgrade, we cannot guarantee any specific date for project completion.Frontier records reflect that a courtesy credit of $has been issued towards Mr***’s account.The credit will reflect on the customer’s bill in 1-bill cyclesWe 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 Specialist: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####