Frontier Communications Corp.

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

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 *** *** bringing this matter to our attention. The Complaint states that: The prorated charges on his final bill were incorrectThe date that credit was
backdated to was not accurate, resulting in owing a balance that was inaccurateMr*** has had the debt referred to a collection agency and would like it pulled Frontier has investigated the above statements and offers the following response: A credit has been issued on the account of $resulting in a credit balance of $that will be issued in the form of a check.The debt has been removed and reported to credit agencies as removed 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 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*** states that his internet plan rate increased.Mr*** also stated that he was promised 18Mbps and was
downgraded back to 6Mbps for his internet speedFrontier has investigated the above
statements and offers the following response:Frontier records reflect Mr*** was receiving a customer loyalty credit for $which was removed in errorFrontier advises that Mr*** is receiving his 18Mbps internet speed as of April 17, 2018.Frontier records reflect that credit has been issued toward Mr***’s account in the amount of $Please allow 1-bill statements for the credits to reflect on the customer’s billFrontier representative has spoken to Mr*** and customer is satisfied with resolutionWe 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: ###-###-####

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she agreed to a contract with Verizon in February She states that Frontier took over in
march and she never agreed to a contract with Frontier.Ms*** states that she was advised she would have to pay an early termination fee if she canceled her services prior to the end of her contract.Ms*** advises that she was billed for a full month of service even though she requested to end her services earlierFrontier has investigated the above statements and offers the following response: Frontier advise that Ms***’s contract, including all terms and conditions for any services previously provided by Verizon’s local exchange operations were assigned to Frontier CommunicationsFrontier continued to maintain all terms and conditions of the relevant portions through its operationFrontier advises that Ms*** was on a 3-year term from February 19, to February 18, Frontier advises that as a courtesy the contract was overridden and she will not be responsible for an early termination feeFrontier advises that Ms*** pre-paid for her services and was eligible to continue receiving services through the end of her billing cycleFrontier advises that an adjustment was issued in the amount of $as a courtesy to cover the partial credits from April 11, to May 3, 2018.Frontier spoke with Ms*** on May 1, to review this information with herWe 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
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 ***, 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,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** stated that she had problems with intermittent connection with the DSL broadband service when
her phone and internet service was connected on October 31, She stated she was only able to maintain the connection for a couple of minutes and then it droppedShe stated she called the next day and cancelled the service with the intention of leaving the phone line open to port the number back to the previous provider.Ms*** stated she received a bill dated November 1, and when she called in regarding the bill, she was told she would be billed for a minimum thirty days of service Frontier has investigated the above statements and offers the following response: Frontier found that the original order to disconnect the service November 2, 2016, was cancelledFrontier also found the account for phone service and DSL broadband was still open and billingFrontier spoke with Ms*** on November 21, and reviewed the active account status with herA review of systems indicated that the telephone number ###-###-#### ported out to the other provider on November 18, 2016, although there was no corresponding port out order in the Frontier systemMs*** confirmed that she had been using a temporary phone number with the other provider until her number could be ported inFrontier issued a disconnect order on the phone and DSL broadband service and advised Ms*** we will follow up and credit any remaining charges on the December 1, billFrontier provided Ms*** with our direct contact information in case she has any additional questions. 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’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

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

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
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 *** *** 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: ###-###-####

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 on the condition that as stated by Frontier, both the old and new accounts are closed and the balances are zero and I am no longer harassed with statements with new charges and all business relationships between Frontier and me are completely closed as of 2/27/and I receive the money Frontier owes totaling $by 7/31/ I ONLY Accept this resolution if these criteris are met, and I receive my refund as stated
Regards,
*** ***

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

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** is disputing his cost of services from Frontier Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate that Mr*** on December 13, has accepted the cost of the internet service at $for the next three months, and then the cost of internet service would be $a month through months four though twenty- fourWe 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 review. We appreciate her bringing
this matter to our attention. In the complaint Ms*** expressed concern regarding a negative
account on her credit report from Frontier. She stated she never
received any correspondence from Frontier stating
she had an outstanding balance. She is
seeking and explanation of this charge and the removal of the negative credit
report.Our records indicate the customer disconnected service November 18,
However, prior to the disconnect, the November 1, bill reflected a
previous balance of $194.69, a payment of $was received, and the balance
forward was $The new charge for November was $83.45, which brought the
total account balance to $The
December 1, bill reflected the previous balance of $178.14, payment of
$was received, and the balance forward was $The current charges
for December were $83.45, which brought the total account balance to $The
January 1, statement reflected the previous balance of $286.59, there was
no payment received and balance forward remained $The current bill for
January was a credit of $The credit was applied for services billed
beyond the date of disconnection (11/- 12/31), which reduce the total bill
amount to $The
February bill reflected the same balance of $The account was written
off due to non-payment on February 14, 2017. Our
records indicate the customer received paper bills, which were mailed to *** *** *** *** ** ***. We did not receive any returned mail due to
failure to deliver. The last billing
statement generated was February 1, 2017, which was the final bill. Our records do not reflect any report of
disputed charges prior to disconnection. These charges were all prior to the date of disconnection and are valid
and sustained.Should
Ms*** submit payment in full, the credit report will be updated to Paid
Collections.We
sincerely apologize for any inconvenience this matter has caused. Should Ms*** wish to discuss this
matter further, I can be reached at ###-###-#### EXT 111-3143.Sincerely,Felicia
T***Executive
Customer RelationsFRONTIER COMMUNICATIONS

Frontier Communications
Frontier has received the following complaint : Mrs*** states that her promotion expired but when she called Frontier the agents were offering her promotions that never materialized on her billing. Mrs*** states she was promised calls back that never came and her bill is now over $ Frontier has investigated the above statements and offers the following response: Frontier records demonstrate that Mrs*** was placed into a two-year everyday low pricing contract with a one year save credit. The save credit expired on March 6, 2018. The Frontier save credits are not renewable and the account is in a contract until January 19, for her voice and data.Frontier, as a courtesy, added a $save credit to Mrs*** account on March 20, and advised Mrs*** that this credit will remain on her account until March 19, 2019.Frontier has created an internet help desk escalation to assist Mrs*** with her equipment issuesWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience Mrs*** has experienced as a result of the above matter Frontier Specialist: Donna JM*** Department: Consumer Relations Contact: ###-###-####

Frontier has investigated the above statements and offers the following response:Per tariff a minimum monthly charge for service and installation fees, are applicable when a customer disconnects services prior to a full monthSince Ms***’s had difficulty with the installation process and as
a courtesy Frontier’s customer service waived all charges, leaving a zero balance on the account as of 2/10/16.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 matterFrontier Specialist: Jennifer V*** Department: Consumer Relations