Frontier Communications Corp.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and will accept this resolution without further comment.
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*** 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

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: Customer made several calls to transfer her services and then to cancel her services but after several
attempts neither one has been completed. Customer requesting to cancel all her Frontier services as of May 23, and have boxes sent to her address so that she can return our equipment Frontier has investigated the above statements and offers the following response: Frontier placed a transfer order with telephone number changes on May 17, and due date is June 16, which was still active in the system. Frontier shows disconnect order # in the system but has been deactivated because we have a transfer order still active. We can only have one active order in the system. Frontier has deactivated the transfer order #*** and placed a new disconnect order #*** which has a due date of June 9, I have backdated the order to be effective May 23, Customer will show on June 28, billing statement credit for services that she no longer has with Frontier from May 23, until the end of the billing cycleThe customer is satisfied and has been provide my direct contact information for future issues 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

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 communication need to credit me for all the days which I did not have telephone and internet services and not only send a bill and simply tell us either you pay the full bill or your credit will be affectedIn addition to crediting the account they should send a technician to resolve the
problem as soon as possible and not make me wait for another week to send a technicianif checked through their system I will be without a service for almost a month nowAlso it is totally unacceptable to give the consumer a window of hours for the technician to arrive which means a person need to be tied in the house without being able to leave for one complete business day to be a fix a problem even in the future usually all companies they give a window of hours and not

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

Frontier
Communications Thank you for referring
the complaint of Ashley
*** to our office for reviewWe appreciate you bringing this matter to our
attention.The Complaint states that:Customer unhappy that once she changed her number, that she was getting marketing calls.Frontier has investigated the above statements
and offers the following response:Frontier review the account and confirmed Ms*** phone number is a published directory listing.Frontier spoke to the customer and offered to change the telephone number adding non-published directory listingFrontier advised of the costs associated and the customer decided to make no changes to the number at this timeFrontier also provided information regarding about the National Do Not Call list.We trust that this information will assist you
in closing this complaint. We apologize
for any inconvenience the customer has experienced as a result of the above
matter.Frontier Specialist: Benjamin A** Department: Customer RelationsTelephone Number: ***

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
They have never contacted usOur phone numbers are in the complaint *** *** email *** It is obvious they have not as I still am being charged ridiculous amounts and having my tv/internet turned off. I have tenants there and I provide this service as part of their rentI need this resolvedIt is so frustratingSomeone in your department needs to please look into thisIt seems nobody is reading the complaint or the history on the Frontier account with my many conversations with supervisors that see the problem and then say that it is an obvious mistake and they will fix it by sending it to some department and it is not fixedWe should not have to keep wasting more money or time on thisPlease help!
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.After I had to send a certified letter to the collection agency that is when they applied a creditHowever in speaking to billing they said I only owed for days worth of service that is a total of $So we are due a refund as we only owe $I had to pay the $just to make sure this did not go on my credit reportThe only reason I even was able to get help yesterday was by refusing to give account informationSince any time I provided account information was automatically transferred to an outside collection agency and to the wrong collection agency at thatWe have been calling and trying to get this resolved since NovemberThis has taken countless hours on the phone, sending email and last paying to send certified lettersEvery time we were given the same answer as it will update once we send the final bill and we will only owe for the days we had service
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier will issue a monthly credit in the amount of $to be applied to Mr***’s account after each billing cycle until September 26, when the three year price protection plan
offer endsWe regret any inconvenience that *** *** may have experienced as a result of the above matter

Frontier has investigated Ms***'s complaint and received a transcript of the sales call from May 11, for the installation of Internet service. At approximately minutes of the call the agent advised Ms*** of a $savings if she signed up for automatic bill pay by
registering and enrolling online at Frontier.com. Ms*** received the $discount on her first four bills, but it was removed at that point and she was billed the full $rate on her October 1, bill because she had not signed up for automatic bill payment. On November 8, Frontier spoke with Ms*** and advised her of our findings

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I closed the Revdex.com complaint after the downed line was removed by a third party Thank you for the Revdex.com's help in closing this complaint

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: My phone has been down for one week (lost service on February 17, 2016)Frontier has investigated the above statements and offers
the following response: Frontier investigated and found this was linked to a bad card found in our Central OfficeTechnician was dispatched and problem was corrected on February 25th, Confirmed with *** *** and service was fully restored and issued credits of $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 *** ** regarding the business account for *** *** to our office for review We appreciate Mr** bringing this matter to our attention.The Complaint states that:• Ms** states it took him months to get confirmation of payment
investigations involving checks. • Ms** is requesting Frontier provide him up to date statements and has been advised Frontier is unable to do this • Mr** states he will call into Frontier to get his issues figured out.Frontier has investigated the above statements and offers the following response:• Account review shows there was a payment investigation for misapplied paymentsThis was resolved and a payment in the amount of $and $posted to the account on 5/24/16, showing total payments of $= ($143.19+$133.11) on the 6/19/billing statementAccount review shows this account changed ownership on 4/15/and a payment in the amount of $was posted to the old account This payment was moved to the new account on 7/6/and is reflected on the 7/19/billing statement. • Frontier Billing statements generate for *** *** on the 19th of every month; Frontier is unable to generate new statements mid cycle. • Frontier Business will reach out to Mr** directly to address any additional concerns he may have.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.Sincerely,Frontier Executive 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 a box that belongs to Frontier was damaged on his property and is a potential hazard
to his childrenMr*** states that he contacted Frontier multiple times to have the box repaired but has not been able to get a resolutionMr*** states he was told that he would not be responsible for payment until the situation was resolved, but then was disconnected for non-payment Frontier has investigated the above statements and offers the following response: Frontier credited Mr***’s account $on November 18, to get his services reconnected without taking a paymentFrontier placed an order to reconnect Mr***’s services November 21, 2016.A Frontier repair technician completed the repair ticket for the damaged box at Mr***’s residence November 23, Frontier contacted Mr*** to confirm his satisfaction with the repair on November 22, 29, and 30, and left direct contact information, but did not receive a response from the customerFrontier mailed a letter to Mr*** on November 30, with direct contact information if he still needs 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have spoken to them directly by phone and find that this resolution is satisfactory to me. I appreciate their attention to this matter, conducted in a pleasant and professional way
Regards,
*** ***

Frontier advises that we replaced on equipment on Friday, February 23rd, and the Internet service has been running steady since that time. In this instance, a one-time courtesy credit of $has been applied A Frontier representative called and left a message with contact information
for Ms*** on February 28, to advise of the above information

Complaint Number: Customer Name: ***
Rupert Phone: Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that: *** placed a order for a Fios Triple Play on March 10,with Verizon with a estimate monthly cost of plus installation fees for a total of 167.00.*** first bill was 216.50*** indicated that he was advised when he called in that the price was increased by due to Frontier Frontier has investigated the above statements and offers the following response: We have reviewed the account and the monthly cost is plus taxes, however the first bill was more because of the prorated charges and the installation feesFrontier has honored the rate that *** was advised when he signed up with Verizon which was to be plus taxes provided that no changes on the bundle are madeWe spoke with *** and went over the details of the first bill and what to expect on the following statementsWe 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 matterFrontier Specialist: Benjamin Department: Customer Relations Telephone Number: Fax Number: Tell us why here

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 has been experiencing intermittent speed and connectivity issues with his Internet
service from FrontierMr*** states that he called Frontier to get the Internet repaired, but they told him it would be December 16th before it would be fixed Frontier has investigated the above statements and offers the following response: Frontier states that Mr*** reported Internet issues on December 12, Frontier repaired the Internet on December 16, Frontier has issued a onetime credit of $for the five days the Internet was out of serviceFrontier spoke to Mr*** today and he states that the Internet is working to his satisfaction 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
Once again I'd like to thank Revdex.com for this opportunity to clarify the situation.Sadly Frontier's response (April 2, 2018) to my rebuttal (March 27, 2018) is the same as their earlier response (March 23, 2018)Although I mentioned the real reason for me to disconnect my service with Frontier on my rebuttal, for some reason they still maintained that I disconnected my service with Frontier was because my previous provider did not allow me to keep my old email address that I had with them before I switched to FrontierOnce again I would like Frontier to know my only reason to disconnect my service with Frontier was because Frontier failed to deliver the services their sales agent told me they wouldThe agent told me I could keep my old home phone number and my old email address after switching from my previous provider to Frontier as I requested.In reality I only got my old home phone number back after my service was connected to FrontierDuring the first few days of the service I wasn't provided with any email address at allThen I was provided with a Frontier email address which I wasn't expecting and didn't wantClearly Frontier failed to make necessary arrangements to ensure that once my service was connected I would get my service and my old home phone number and my old email address back.Furthermore I was never told by Frontier on whether or not there are steps I should take before the switch to keep my old home phone number and my old email addressEven today after speaking with the field sales agent I spoke with before and recently with the two representatives in their offices I still don't know what those steps are, if any
Regards,
*** ***