Frontier Communications Corp.

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

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

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 MrGrew bringing this matter to our attention The Complaint states that: Mr*** advises his initial phone call began in April of 2016. Mr*** finds it puzzling that no records of calls made in April or May exist. He also states that during his first two calls to Frontier, his account could not be located. Mr*** advises that he did not receive a bill until June of Mr*** advises the technical department sent him a new set top box in June but no install was done. He reports a few days later, services was restored and no return mailer was sentFrontier has investigated the above statements and offers the following response: Frontier never denied that Mr*** called in beginning of the conversion. We do show calls. What was stated in the Initial response was a call creating an upgrade did not happened until June of Frontier has listened to calls made in April and May and are able to confirm difficulties with the account being pulled up. When the ***’s account was transferred over, all information that they used to provide to pull up their accounts, like their cell phone numbers were not provided to Frontier. Frontier was not notified until this rebuttal on October 17, that Mr*** had not received a bill until June of 2016. Frontier shows that on May 3, Mrs*** called in asking about her billAt that point a copy of the bill was printed out and mailed to the billing address. There are no notes in the system that any of the automated statements were returned undeliverableFrontier shows that Mr*** called in on November 5, to ask for return mailers to be sent to his house. Frontier was able to track the package and see that it was left at Mr***’s front door on November 9, 2016. 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: Ms*** received credit for the reconnection ($25.34) for the phone service to port the number to an alternate providerThis exceeds credit for the days of service on the internet outage, which was reported on July 22, This is days of internet service, which would be equivalent to a credit of $8.00.Frontier finds that no additional credits are warranted to Ms***. 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

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 accepting my credit of $from Frontier (and hoping this particular issue was cleared up) Frontier took some of it backI still ended up oweing money in the amount of $2.21? I was owed more than my monthly telephone bill is and I'm still charged "something"???? (Don't tell me taxes, I paid them also, and should been reimbursed the whole amount, period!!) Always have a story, fiction! **Now for Frontiers service** Within that week or shortly thereafter, my phone went out for four (4) days AGAIN. After the four days wait, Frontier called me and said it was the remote, I called in and ask for creditIt was issued(for now)Two days later my phone went out AGAIN!!!!! I called repair Saturday morning, Augand was told it would be Friday Augbefore they could come out and get it fixedNOW, This has been going on since first week in AprilOne minute a phone line, next minute a dead lineFour (4) months of this IS way OUT OF CONTROL!! I have NO choice in my area to switch companies, or I would!! Something has to be doneThis NEEDS to be fixed !!! I am at my wit's end with this companyI find it so very hard to understand there is NO ONE who can take care of this issue so it doesn't keep happening over and over and overLet me also sayWe don't need to have a storm for my phone to sporadically go in and out at any given timeRidiculous, stressful, and totally uncalled for! *** B ***
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: ###-###-####

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 he was quoted $for lines of service with long distance includedFrontier has investigated
the above statements and offers the following response: Frontier advises that the customer order and quote was for line of service with unlimited nationwide calling and phone lines with local service.Frontier advises the installation order reflects the previous.Frontier advises long distance calling on the additional lines of service has attributed to Mr***’s excess billing 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

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms*** states she has three TV’s and the one in the den has been freezing since last November, and her telephone has terrible
static she kept calling and no one kept the appointmentsMs*** also received a notice that her promotion package was ending, she called Frontier and set up a new promotional package on September 18, She set up an appointment to have new boxes and remotes delivered, on October 11, a technician called to say he was on his way to her home with the new boxesWhen the technician arrived he told Mr*** he had nothing so Ms*** told him to leave Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on October 30, and advised her account has been reviewed as requested prior to scheduling a technician visitFrontier advises Ms*** received a $credit to her account on November 2, 2016, $credit issued November 4, 2016, credit, $34.65, credit issued March 21, 2017, credit issued March 22, 2017, $credit issued March 22, 2017, $credit issued August 25, 2017, and a courtesy credit of $issued October 6, Frontier has offered to submit a trouble ticket to dispatch a technician to clear the trouble on her telephone and TV, Ms*** declined a technician visitFrontier advises there are no additional credits due 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 ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Frontier did upgrade my router and credited me for the amount that I did not have internet serviceFor that I am pleasedHowever, as part of my new 50/service the new monthly charge I was quoted was $Of which I have saved screen shots of that online chat as proof because I was already getting the run around at that timeHowever, my new bill has come in and it has a new monthly charge of $I have called Frontier's executive customer relations office and left messages but now days later I still have not heard backI want to know what these new charges are and I want to be rest assured that my new monthly bill will only be $for the 50/service.
Regards,
*** ***

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

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 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

Frontier’s records indicate that the last statement was sent on May 28. His service request to upgrade to 100mps speed completed on May and later that day he downgraded his speed to 75mps. The new statement generated before the 75mps order request competed, however he will see credit
adjustments reflected on his June statement

Tell us why hereFrontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s voicemail PIN number was reset on September 1, to allow the customer to check her messages and deactivate the voicemailFrontier advises internet
service speeds are based upon many factors, including customer equipment, customer location, and network interferenceCustomer’s speeds may vary over timeAn investigation into Ms***’s account reflected that contact with Frontier’s technical support determined that Ms***’s was receiving Mbps over her connectionService speed does deteriorate with this type of connection and can vary with the distance from the modem and number of devices being used in the home.As stated in Frontier’s terms and conditions, actual speeds may vary, and any speed advertised is not a guaranteeFrontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed.” Frontier respectfully declines Ms***’s request for compensation.Frontier advises that multiple request for changes to an account can result in a period time, where the changes must post to the account before additional changes can be madeFrontier does not compensate for this processWe trust that this information will assist you in closing this complaintWe regret any inconvenience that *** ***’s may have experienced as a result of the above matter. 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 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

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention. The Complaint states that: Ongoing issues with Internet serviceMs*** states that she called Frontier on October 26, as
Internet service was not workingShe was informed earliest date a technician was available to go out and fix the Internet was November 15, She told them that was not acceptableThe technician arrived on October 31, to fix the InternetThe technician installed a new modem thinking that this would fix the issueIt did fix the issue until a week later and then she started having issues againShe contacted Frontier on November 7, to be told that her line was testing busyMs*** still does not have a resolution to her problem. Frontier has investigated the above statements and offers the following response: Frontier attempted to contact Ms*** on December 5th, 6th and 7th to discuss the complaintEach time we got her voice mail and left messages with our contact information with no return calls from herFrontier has sent a call me letter today to Ms*** today 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 him for bringing this matter to our attention The Complaint states that: Mr*** states after October 6, the ports that were once open were no longer open on his router and received no
results from technical support to reopen them Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** and the technician that assisted on his case was able to open the ports on his router in a timely and professional manner 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 Ms*** ***
to our office for reviewWe appreciate Ms***
bringing this matter to our attention.The Complaint states that:Ms*** ***
advised that she would like to pull her phone call from when she ordered
service.Frontier has investigated the above statements and offers the
following response:Frontier advises that by using our services or equipment, you are agreeing to our terms and conditions.Frontiers monthly Statements include dates of changes to rates or service, as applicable.Furthermore, we received no contact from Mrs*** as it pertained to her Billing, that includes the length and term of her service agreement.No additional discounts are applicable.We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Ms*** *** has experienced because of the
above matter.Frontier
Specialist: Bridget G*** Department: Executive
Relations