Frontier Communications Corp.

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

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 has had issues making long distance calls and local calls as of February 13, Frontier has investigated the above statements and offers the following response: Frontier Repair explained no issues reported on February 13, Phone is working, no issues found.Frontier issued a goodwill courtesy adjustment on January 29, 2018.Frontier spoke to Household member on February 19, and left a message for Ms*** ***Frontier made several attempts to reach MsHerr; however, we have been unsuccessful in speaking with herFrontier emailed a ‘Please Contact Frontier’ letter to Ms***If Ms*** continues to experience service issues, she may contact 1-800-921-to reach the Internet Help Desk or Frontier Repair for assistance 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

Frontier has spoken to Mr*** and resolved the billing issue to his satisfaction. Frontier regrets any inconvenience Mr*** has experienced due to this issue

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*** had service issues and random billing issues after the transition from Verizon to FrontierHe called Frontier
to add additional programming the programming did not appear but he was charged for it after being reassured it would be resolved in hoursMr*** called back again and cancelled the order for the additional programming and was offered a promotion to upgrade his TV package with a new two year agreement for a promotional priceMr*** requests he be released from his contract Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** and advised when his TV package was upgraded no new contract was entered and Frontier does not show an Early Termination Fee would be charged in the event he cancelled his serviceFrontier has issued credit to MrParson’s account for the inconvenience in the amount of $50.00, and for programming he was not able to view in the amount of $ 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
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,
*** ***

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 attached the screenshot of the order where $installation fee was not mentioned at allWhen VZ rep called me she told me that I had not captured the whole order details which I don't believe to be trueMoreover, previous two providers (VZ and *** did not charge me any installation fee because necessary infrastructure was already in place)The Technician did actually install the equipment even though I had an existing equipment that was working with Frontier beforeSo Frontier appears to be continuously involved in deceiving the customers to rip us offI will try to hold them accountable for this unfair practice, hopefully very soonThanks
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***As long as the service is maintained I am satisfiedMy expectation remains that it not take a week or longer to have a technician respond and make repairs
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** L *** advises her Verizon contract was due to expire December She called Frontier and was
told her contract has been extended without her knowledgeMs*** advises she refuses to pay the termination fee. Frontier has investigated the above statements and offers the following response: Frontier advises Ms*** *** changed her service in February The new services allowed a $a month savingsFrontier advises the account has received from February to November $in savings and will continue to have savings each month until her contract is overEach month the service is kept the termination fee reducesThe Early Termination fee will be a valid charge if the service is cancelled before the contract is upWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** noticed a $Regional Sports Fee on his billHe stated he checked two previous bills and did not see
advanced notice that this charge would be billedFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on July 6, and advised the notice regarding the Regional Sports Network fee appeared on page four of his May 15, billThe charge began billing on the June 15, billFrontier explained The Regional Sports Fee is a result of higher costs due to contractual obligations requiring Frontier to offer multiple sports networks at this location. In an effort to keep programming cost low, Frontier charges a fee to all subscribers with access to the Regional Sports Networks (RSN). Frontier explained to Mr*** that there is a channel lineup that does not have regional sports channels that is not subject to the feeHe made no changes at this timeWe 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
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,
*** *** *** ***

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: *** stated she was billed for international calls and she has an international calling plan on her accountFrontier has investigated the above
statements and offers the following response:Our records also reflect that the customer requested to have international calling plan removed back in April.Frontier Communications records show that customer was billed for international calls after the plan was removed in the amount of $for the month of September and October.We issued credit for the charges she was billed for the plan in the amount of $175.17.An additional $has been issued on the customer’s account and will reflect in 1-bill cycles.Frontier’s resolution remains the sameWe have explained the credits to Mrs***We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mrs***
has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

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:*** *** advises she was misquoted on monthly recurring charges.Frontier has investigated the
above statements
and offers the following response:Frontier records indicate Ms*** had billing issues and customer service concerns.Our expectations are that all customers have a positive experience when requesting assistanceIn 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.Frontier spoke with Ms*** and apologized for issues with the bill and offered optionsMs*** decided to keep current package as is.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: Judy L*** Department: Customer Relations

Frontier CommunicationsThank you for referring the
complaint of Mary
Clements/Ronald *** to our office for reviewWe appreciate *** *** *** bringing this matter to our attention.The Complaint states that:Mr
*** advises that the Internet service is dropping every 4-minutes and
he has been advised there is nothing that can be done to fix thisMr
*** advises that the bill has not ever been right on the account since
signing up.Frontier has investigated the above
statements and offers the following response:Frontier made contact attempts: on August 5, via phone, August 7, via email and finally on August 8, via phoneVoicemails were left with direct phone number to reach a representative if Mr*** wishes to discuss the above matters furtherAdditionally, a letter was mailed out to the home with contact information for Mr*** and MsClements to be able to call in and reach someone to go over the account.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 Specialist: Suzanne
R*** Department:
Customer 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
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,
*** ***

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

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

I would like to have my services restored immediately, not 5+ days later. Maybe they should post that somewhere on their website letting others know that it takes that long if they pay online using the Frontier website

Frontier obtained the missing attachments from the customer for further review. Frontier advises that our position on this matter has not changed

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,
*** ***
I HAVE TRIED TO REACH THEM SEVERAL TIMES ALSOI AM CURRENTLY OUT OF TOWN THOS PAST WEEK AND ALL MY DOCUMENTATION IS AT HOMEWHEN WE DID SPEAK THEY NEVER HAVE ANY INFO WITH THEM ITS ALLWAYS WE WILL GET BACK TO YOUTHEY NEVER TRY TO RESOLVE THE SITUATIONTHE CAN EASILY REVIEW ALL THE CALLS WE MADE BY THEY ARE RECORDED AND LOGGEDTHEY CAN EASILY SEE THEY HAVE A COMPLETELY INCOMPETENT SYSTEM OF RESOLVING DISPUTES