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: *** *** 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

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

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,
*** ***

Frontier has investigated the above statements and offers the following response: Research determined that the previous representative quoted Mr*** $for internet onlyAn additional credit of $is not warrantedOn January 9, I relayed the above information to Mr***The customer is not satisfied We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

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

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 However, I was not seeking additional compensation, just an apology and explanation as to what happened I do run virus software on my computer, and doubt my computer has/had a virus Anyways, problem was resolved Thank you for the response
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

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: Ms*** is disputing charges for unreturned equipmentFrontier has investigated the above statements
and offers the following response: Frontier advises the charges were on December 1, billingEquipment was received December 5, It would take a bill cycle for credit to appear for the receipt of equipment.Frontier advises the next bill cycle of February 1, will show credit for the received equipment of $ 224.43.Frontier spoke with Ms*** on January 16, and reviewed the aboveWe 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

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 *** *** bringing this matter to our attention The Complaint states that: *** *** states she has is being billed for services she never had, and is not
receiving printed bills in the mailFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account that Frontier has updated the billing address to her current location where the service is active with Frontier. Frontier advises upon reviewing the account an order was placed for TV service on April 13, 2017, however the installation of TV service was never completed.Frontier advises it has adjusted the account for the TV related charges and has adjusted the account for the correct price of her reaming internet service with Frontier.Frontier advises that it is going to follow up on the next billing cycle to ensure the billing is correct.Frontier has made an attempt to reach *** *** ; however, Frontier has been unsuccessful in speaking with herFrontier left a voicemail on September 7, advising of adjustments, correction to service at the location, and contact information for Frontier 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*** 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 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,
*** ***

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 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

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 my internet service was interrupted once again on 11/19/16...the reason was my bill was once again past due When I entered my account information, my account balance was $ Second, my account was on automatic payment My bill would say no payment due The automatic payment has been set up through Verizon before Frontier took over my account Third, the service interruptions were due to Frontier's inability to correctly set up an automatic payment once they took over the account They were able to use the information I have given them to collect the one time payments and failed to use the same information to set up an automation payment I have wasted hours, days and over a course of several months to deal with this problem which still has not been resolved These interruptions have affected my ability and my son's ability to get our work done in a timely manner.Frontier's response sounded like my service was interrupted due to my failure to make payment and to give them the correct information, when my service with Verizon was on an automatic payment with the same card information.They need to either credit my account for all of the days my service was interrupted
Regards,
*** ***

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: ###-###-####

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

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 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

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