Frontier Communications Corp.

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 issue is that when I signed up for service in October there was no contract and that the service was residential in natureAt the end of November I asked to be moved to a business account and was told I could not do so(Found out only two days ago that the service was changed to Business without my knowledge) Frontier contacted me once and I told them I could not speak at the time and to call back in an hourThey said they would, they did notThey have never had a difficult time reaching meThe issue is that they put their services under a contract after stating in the initial conversation that they would not be under contractThis was done without my knowledgeThe service was changed from a residential account to a business account, without my knowledgeThe price was increased with no warning and without my knowledgeNever did Frontier ever call, e-mail, or send correspondence to me that indicated I was under a contract, that my bill would increase at anytime, and that I was a business or residential customerThe complaint is that Frontier has a long standing issue of not communicating effectively with their customers (ME), charging what they want at will with no prior notification or options given to current customers, and the bill is difficult to read and interpret at best and contains no information as the type of account and whether or not you are under a contract or notTheir customer service department did not apologize for the inconvenience they have caused meThey have not apologized or compensated me for the ridiculous amount of hours I have wasted on the phone and on-line to try to resolve the issues I have had with their phone service, internet service, and billing over the last yearNot until the last phone conversation that I had with Lauren and Scott did they even show a sliver of caring about what was happening to me as a customerThe way the treat customers is appalling and needs to be addressed by corporate as a wholeI asked that they refund me $for the loss of time, business, and sanity which they have yet to credit to my accountAt this point they feel that the only way to solve the issue is for me to sign a contract stating that I will continue to use their services the next monthsHow does that solve the issues at hand?
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: The prorated charges on his final bill were incorrectThe date that credit was
backdated to was not accurate, resulting in owing a balance that was inaccurateMr*** has had the debt referred to a collection agency and would like it pulled Frontier has investigated the above statements and offers the following response: A credit has been issued on the account of $resulting in a credit balance of $that will be issued in the form of a check.The debt has been removed and reported to credit agencies as removed 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 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

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

The Complaint states that: Ms*** states that she recently moved in to an apartment complex with an HOA that contracts with Frontier for discounted services covered by the occupants HOA feeMs*** states she has called in multiple times to get her billing corrected and HOA
discounts applied Frontier has investigated the above statements and offers the following response: Frontier states that a representative reviewed Ms***’s account and verified she is entitled to the HOA discounts which include 50/Fios internet, Select TV programming package and HD set top box.Frontier also states that any selections above those agreed to by contract with the HOA will have to be paid separately by the customer.Frontier also states that Ms*** is currently billed for the Preferred programming package and a HD DVR which is an additional $45+tax per month with HOA discounts.Frontier also states that the customers billing has been corrected to add applicable discounts per HOA contract and a subsequent adjustment has been applied to the customer’s account and she now owes $for the October 1-October billing cycle.Frontier also states that an email was sent to Ms*** on October 28, to advise of the above mentioned resolutions

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

Frontier advises Mr***’s account has been verified and found that services were not installed.Frontier confirms a credit in total for $was credited to Mr***’s account to cover all charges associated with the installation for phone and internet and monthly charges.Frontier
states the account for Mr*** is showing disconnected as of July 13, and reflects a zero balance dueFrontier apologizes for the problems experienced with Frontier while trying to obtain services 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 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

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate *** bringing this matter to our attention. The Complaint states that:Ms*** states that she has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier. Frontier has investigated the above statements and offers the following response:Frontier advises that Internet speeds are based upon many factorsIncluding network congestion, customer location, customer equipment, and network interfaceCustomer speeds may vary over time.Frontier also advises that the available internet speed depends on the distance from Frontier’s closes facilitiesMs***’s location is over 18,feet from the nearest Frontier facilitiesDue to this distance, the fastest Internet speed that Frontier can provide at this location is Mbps at this timeFrontier advises that a loop extender was installed on March 9, which has improved the Internet speedsFrontier has made several attempts to contact Ms*** regarding this issue but has been unsuccessful in speaking with her.Frontier has mailed Ms*** a letter with direct contact information if she needs any additional assistance. 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 Communications Thank you for referring the rebuttal of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The Rebuttal states that: Mr*** indicates that Frontier improperly charged him an early termination feeFrontier has investigated the above statements and offers the following response: Mr***’s account was automatically renewed on July 25, Frontier offers this automatic renewal service as a courtesy in order to allow our customers to continue to receive monthly credits and discountsFrontier lists the contract dates and the automatic renewal policy on each monthly invoiceFrontier will not be waiving the early termination fee since Mr*** canceled his service with Frontier on January 2, Frontier called Mr*** today to discuss this with himWe had to leave a message with our contact information since he was not home.Frontier stands by their previous decision with not waiving the termination feeWe 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: Tami L** Department:

Upon investigation, Frontier advises that Mr*** contacted Frontier on August 17, and requested that his service be disconnected. Mr***’s accounts ###-###-#### and ###-###-#### were disconnected on September 28, 2017. Frontier advises that on September 28, 2017,
Mr*** called to make a payment and advised he wished to maintain serviceThe representative was unable to place an order therefore advised Mr*** that she would contact him on September 29, to place an order to re-establish his service. Frontier advises that on September 29, 2017, Mr*** called to inquire why his service was not working and was advised that the service was disconnected on September 28, 2017, pursuant to his request. Frontier advises an order was placed to re-establish service per Mr***’s request. Frontier advises the representative completing the order was unable to obtain the prior phone number, and therefore a new number of ###-###-#### was issued and connectedFrontier advises that Mr*** called on October 8, to report that he could not receive incoming calls. A trouble ticket was inadvertently placed on the disconnected number, ###-###-####. There was no follow up to place a new trouble ticket with the correct numberFrontier advises that Mr***’s service was suspended on November 17, due to non-payment. Frontier advises that Mr*** called on December 15, to dispute a bill that he received stating he sold the house and did not have service since September. A disconnect order was backdated to October 15, 2017, as far back as the system would allow, and Mr*** was advised that a credit would be applied for service back to September. There was no follow up to credit the accountFrontier has agreed to adjust account ###-###-#### with a credit of $which will bring the account to a zero balance as Mr*** advised that he was not advised of the new phone number that was issued. We 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 has reviewed the rebuttal and can only apologize for the miscommunication Ms*** and her father experienced

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 review. We appreciate her bringing
this matter to our attention. In the complaint Ms*** expressed concern regarding a negative
account on her credit report from Frontier. She stated she never
received any correspondence from Frontier stating
she had an outstanding balance. She is
seeking and explanation of this charge and the removal of the negative credit
report.Our records indicate the customer disconnected service November 18,
However, prior to the disconnect, the November 1, bill reflected a
previous balance of $194.69, a payment of $was received, and the balance
forward was $The new charge for November was $83.45, which brought the
total account balance to $The
December 1, bill reflected the previous balance of $178.14, payment of
$was received, and the balance forward was $The current charges
for December were $83.45, which brought the total account balance to $The
January 1, statement reflected the previous balance of $286.59, there was
no payment received and balance forward remained $The current bill for
January was a credit of $The credit was applied for services billed
beyond the date of disconnection (11/- 12/31), which reduce the total bill
amount to $The
February bill reflected the same balance of $The account was written
off due to non-payment on February 14, 2017. Our
records indicate the customer received paper bills, which were mailed to *** *** *** *** ** ***. We did not receive any returned mail due to
failure to deliver. The last billing
statement generated was February 1, 2017, which was the final bill. Our records do not reflect any report of
disputed charges prior to disconnection. These charges were all prior to the date of disconnection and are valid
and sustained.Should
Ms*** submit payment in full, the credit report will be updated to Paid
Collections.We
sincerely apologize for any inconvenience this matter has caused. Should Ms*** wish to discuss this
matter further, I can be reached at ###-###-#### EXT 111-3143.Sincerely,Felicia
T***Executive
Customer RelationsFRONTIER COMMUNICATIONS

Frontier has investigated the above statements and offers the following response: Payment have been received for bills prior to the June billing statement. Mr*** service was disconnected on 6/13/and the closing statement generated 7/23/reflected credit back to the date
of disconnection. The final bill will generate in August and there will not be an early termination fee billed to the accountOur expectation is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again 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 *** *** 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

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,
Abraham *** Nothing is further than the truthFrontier charged me for telephone lines for the past years which was not operationalFirst, we had an issue with no internet service for weeks. The first service call was due to a defective router and modem, which is not a chargeable repairOnce Frontier changed the modem we had internet serviceThere was no wiring involved in changing a modem and router. Then we discovered that phone lines that we were being billed for years were not operational at allWhen we called them about the discovery, they denied that we even have any service with themThey claimed that the telephone numbers they billed us belonged to another person, despite billing me for yearsAfter providing the actual hard copies of the telephone bills, evidencing the service, they came down to see why the service was not connected to our houseThey found that the outside wiring had some problemThey admitted that they billed us for telephone service without providing the actual serviceFrontier never did any inside wiringJust the opposite, they tried fixing the problem from the outsideI would never allow them to touch the newly installed expensive wiring, as I would lose the warranty from our private telephone hardware technicianThen, after one unsuccessful repair after another, they finally connected the phone linesThen there was extreme static on the lines that you couldn't hear anything from an incoming call Frontier wrongly claimed that the static on the line is from insideAfter technicians came down, with one supervisor standing by, and they caused my private telephone technician to travel from New York City to expose their lies, we proved, beyond any doubt, that the static on the lines emanated from the outside boxThis was after they installed the new service and came down several times. Frontier's supervisor called me up that they found the problem was coming from another box of a nearby streetsince then, we have no more static. In short, for the none of these issues they have any standing to charge for the non-service and Frontier is obligated to refund for the fraudulent billing all these years without proving any telephone service. In short, for the none of these issues they have any standing to charge for the non-service and Frontier is obligated to refund for the fraudulent billing all these years without proving any telephone service

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** advised that his number was ported over to a new company without his permission
Mr*** advised that Frontier had to set up a new account in order to get the number and services backMr*** advised that the TV service would have the DIY channel included Frontier has investigated the above statements and offers the following response: Frontier found that Mr*** requested his phone number be moved over to another company.Frontier found that in order to reconnect Mr***’ phone number and services a new account had to be opened and a port in order had to be placed.Frontier has tried to contact Mr*** on 12/8/16, 12/15/and 12/19/with no successFrontier sent out a call back letter 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

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,
*** ***