Frontier Communications Corp.

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

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 has acknowledged that there is a problem with the service provided to me but has not made any improvements to the serviceWhile I understand improvements are in their plan, I have not been given a timeline for improvementsI would like to know when to expect the improvements and what to expect from the improvements
Regards,
*** ***

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

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention. The Complaint states that: *** *** states Frontier removed a Video Discount credit of $from her account that should have
ran until March *** *** requested months credit for her discount that stopped in June Frontier has investigated the above statements and offers the following response: Frontier located an order placed September 9, to put a $discount back onto *** ***’s account until 2017.Frontier credited $to *** ***’s account on September 9, 2016 We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that she 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 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

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: 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

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,
*** ***

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

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:

Frontier has investigated the above statements and offers the following response: • Frontier has reviewed the account and finds that the technician installed the service from the outside of the residence and a modem was shipped to the customer• Frontier finds that the technician was not
able to gain access to complete a full installationIn addition, Frontier finds that there was no usage of the service• Frontier has placed a disconnection order and back dated the order to the date of inceptionThis will reflect that the customer did not have working services with Frontier• In addition, the back dating of the disconnection order will credit all charges that occurred during the billing of Ms***Ms*** should anticipate to receive a statement reflecting a zero balance on January 1, • Frontier has internally addressed all coaching opportunities and disciplinary actions related to this complaint 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

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 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

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,
*** ***

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

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 We did find that recently one other internet service, not same kind, is now available to us in this areaWe have disconnected our service with Frontier
Regards,
*** ***

Thank you for referring the complaint of Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attentionThe Complaint states that: Mr*** advised he requested to close his account on August 25, 2017, and was billed for the billing cycle from
September 4, thru October 3, Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on November 17, 2017, and reviewed complaint and account.Frontier found Mr***’s account continued to bill due to a system issue and issued adjustment back for the September 4, billing cycle 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 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 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