Frontier Communications Corp.

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention The Complaint states that: Mr*** stated he was not under a contract or term agreement went with Frontier Communications because of the “guaranteed
$price discount thru 8/23/19” home DVR.He is also concerned about the Regional Sports Fee after opting out of all sportsMr*** states there is also a video fee the Frontier representative could not explainFrontier has investigated the above statements and offers the following response: Frontier advises that Mr*** was enrolled in a triple bundle term that began 8/24/valid through 8/23/19. However; In the process of investigating the concern, Mr*** disconnected service without penaltyA $credit was issued for the missing discount on the 9/28/bill. Please allow 1-billing statements for the credit to reflect.The Regional Sports fee varies by market and is used to defray the cost of bringing regional sports to those tiers that have Regional Sports Content. Mr*** had the Preferred HD TV plan which included Regional Sports content. Tiers that do not have Regional Sports content, such as Custom Essentials, do not have a Regional Sports Network and will not be billed for this fee. The fee listed as video is detailed under the tax portion of the bill and includes the following taxes: Broadcast TV Surcharge $and FCC Regulatory Recovery Fee and total $3.08. 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 finally came out and fixed the box and I'm satisfied in that regard, however the $credit to my bill does not cover the amount the say I owe themMy bill says I currently owe them $for the constantly interuppted services they told me I wouldn't have to pay forAlso, I'd like to be compansated for my work done to the box to get it back in working orderAfter weeks of them failing to show up, I spent hours trouble shooting phone wires, reconnecting broken posts and putting the box back together the best I could to make it as safe as I could.
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states that she has been trying to get her final bill from Frontier to be adjusted properly to the
correct amount dueFrontier has investigated the above statements and offers the following response: Frontier advises that Frontier has spoken with Ms*** on April 20, Frontier it has made the appropriate adjustments to the accountFrontier has gone over the adjustments and the new balance due on the closed account.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: *** *** states Frontier has not installed the service he has requestedFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate on December 18, a Frontier technician advised *** *** the location does not qualify for internet serviceFrontier advises in order to receive an Amazon gift an account has to have active Frontier service combined with DishFrontier advises that it has spoken to *** *** on December 19, and spoke to him advising about the gift card and Frontier being unable to provide internet service at the location 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 Mrs*** bringing this matter to our attention The Complaint states that: Mrs*** advises she called in on January 19, to order a package called the Affordable Broadband
with Lifeline which would give her a free Chromebook and was detailed in a mailed advertisement sent to her homeMrs*** advises that she was told she did not qualify for this promotionMrs*** also advises that she wants the advertisement honored fully as it was sent directly to her address and that this type of advertising is a fraudulent way to trick customers Frontier has investigated the above statements and offers the following response: Frontier made several unsuccessful attempts to reach Mrs*** regarding this complaint and provided direct contact information.Frontier reviewed this matter and confirmed that we do offer a promotional package that is advertised as an Affordable Broadband with lifeline that would qualify a new customer for a free Chromebook in our California areaFrontier apologizes for the confusion in the advertising and also confirmed that all packages and promotions are subject to availability and proper qualificationNo service order was placed for Mrs*** and the appropriate information was provided regarding the promotion and her ineligibility 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 has investigated the above statements and offers the following response: Frontier advises due to isolated error, duplicate charges from Digital Phone were added to Ms***’s account on January 23, Frontier has corrected the error as of February 27, Frontier has
issued appropriate credits for all overcharges to the accountFrontier spoke with Ms*** on March 19, and advised of the aboveWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** may have experienced as a result of the above matter

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*** states that she asked for a quote for new Internet service with Frontier and she had agreed to a monthly
price with no contractThe sales representative stated they needed to run a credit check to validate if they qualifiedMs*** states that she agreed to the credit check but when reviewing the first months bill the agent advised her of a onetime charge of $for shipping and handling charge for the equipmentShe states that she did not want to pay the shipping charge and decided to cancel the orderMs*** would like a correction to her credit report. Frontier has investigated the above statements and offers the following response: Frontier reports that the process was followed correctly by our agentThe Frontier agent advised of the credit check processThe customer agreed to the credit checkThe Frontier agent then followed the procedure and advised the customer of the onetime charges of $for the shipping and handling chargeThe customer then wanted to cancel the order because they did not want to pay the onetime charge to ship the equipment to themFrontier will not be correcting the credit report at this time due to the Frontier agent following the correct processFrontier called Ms*** on January 16, and left her a message with the information. 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
I would like them to pull my phone call and review details that I was told by representative from Frontier when I gave a verbal authorization and accepted the two year contract
Regards,
*** ***

Frontier has investigated Mr***’s additional concerns and offers the following response:• Mr***’s December 13, statement will reflect a zero balance. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr***’s 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*** advises they he has been waiting for an installation for three weeks and Frontier continues to
change his installation date Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** and apologized for the delayed installation for his services.Frontier confirmed that an installation was set to be completed on February 11, but Mr*** was unsure if he was going to be keeping the services at this time.Frontier advised Mr*** that he would receive a credit of $for the missed commitment on his original order if he decided to have the installation completedMr*** advised he would contact Frontier if he wants to cancel the pending installationWe 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
In regard to Frontier's response by Ms***: I reject Ms***'s summation of events Herewith is a correct version of events using Frontier's response by Ms***.I reject Frontier's summation of events Your response indicates that, "Your service was discontinued June 30,but the billing statement for June generated on June 4, 2016, prior to the disconnection of service and the current activity for June was $ Frontier issues credit for time out of service as there is no automatic adjustment applied along with reported trouble."-- I have never received a credit.Your next sentence confirms that a credit was NOT issued since the June activity billed was $ Per your statement, "The July 4, billing statement reflected the previous balance of $200.00, there was no payment received and the balance brought forward remained $200.00."Somewhere on Frontier's system there is a glitch which you can clearly see in your response. $June Bill-$Frontier Issues Credit $July Bill comprised of balance from June BillThe math does not add up The June bill is $ Frontier believes that a credit was issued, but the July bill remains unchanged and the customer, me, is blamed for a $balance from June that was NEVER credited.Please apply this credit to my account in a way that will make the balance disappear
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: Ms*** states that she contacted Frontier in April and May to lower her pricing.Ms*** states that she was not
successful in lowering her Frontier bill as of August 10th, 2016.Ms*** states that her billing has not been changed and her services have not been changed to match the quote she received while attempting to make changes to her account Frontier has investigated the above statements and offers the following response: A review of this account shows that Ms*** has spoken with a Frontier representative who placed an order to change Ms***’s billing and product lineup to the lowest price-point availableMs*** has been advised that this pricing will be honored for year.A Frontier representative has issued credits in the amount of $to Ms***’s account to adjust her billing to the correct amount, following a system error that caused Ms***’s billing to occur at an incorrect, non-promotional priceThis error was corrected by the service order that was placed on October 3rd.A Frontier representative has attempted to contact Ms*** regarding this complaint and Ms*** states that there is another Frontier representative who is assisting with this account and that Ms*** prefers to address her issues with the latter Frontier employee.Ms*** has been provided with appropriate contact information should she require further assistanceWe 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
review. We appreciate him bringing this
matter to our attention.In the complaint Mr*** expressed concern regarding Frontier not disconnecting
his account on the date he requested. He
advised there is no
avenue to escalate and dispute this practice with Frontier
Communications.Our records indicate Mr*** contacted Frontier on September 22,
to request the cancellation of service. He was referred to the retention team for disconnection. The order processed reflects a disconnection
date for October 16, 2017. Frontier
Video customers received the initial bill insert notification in April,
Internet/Voice customers were notified via bill insert in July 2017. The second notification was sent, also via
bill insert in August and September, 2017.On October 2, 2017, Mr*** was contacted and explained the new
process went into July 23, 2017. This process
states when a residential customer disconnects service with Frontier:Final bill will include partial month credit only for regulated services, from the disconnect date to the end of the bill cycle.Final bill will not display De-regulated services (such as Broadband and TV), since the customer was billed a month in advance on the previous bill.The system will NOT issue any prorated credit for these services.If the customer accepts the last date of their bill cycle for the disconnect, then the customer will also not receive partial month credit for the regulated Voice service (because it is disconnected on the last cycle date).In Mr***’s case, his current statement due October 10, 2017, is
$239.21. This total includes charges for
the billing period September 16, through October 15, 2017; as a result,
his October bill would be $0.00. However, Mr*** requested the 22nd as his due date, which
means he will pay for days of additional service he cannot use. As a courtesy, the account was credited for
the days, which totaled $138.45, plus tax of $making the total credit
$159.37. Mr*** was instructed to
submit payment of $and he agreed.We sincerely apologize for the lack of explanation and not advising the
customer he could disconnect on his requested date; however, there would be no
prorated credit applied. Should Mr
*** wish to discuss this matter further, I can be reached at ###-###-####
EXT 111-3143.Sincerely,Felicia T***Executive Customer RelationsFRONTIER
COMMUNICATIONS

Customer previously billed $6.84/Residence Line with Lifeline + taxes monthly. Customer currently bills $34.99/DSL + $6.84/Residence Line with Lifeline + taxes monthly. Will be billed $124.97/Installation Fee + $49.99/Router Fee. The Data speed is - 15Mbps. I sent
a request for Tech Support to contact Customer in reference to speed issues. Spoke with Tech Support Agent/FL***Per L***: I just attempted a few minutes ago and it is now my fourth attempt...I left the IHD number if they are having any further problemsper IHD escalations procedure this ticket will now be closed. We were unable to reach Customer for discussion or to have speed test done. Mr*** can feel free to reach me at *** *** *** ext *** between the hours of 9-central Monday - Friday to discuss speed concerns. Thanks!

Frontier has researched the complaint and found Mr*** has terminated the account prior to the end of term and incurred $in termination fees. On October 3rd Frontier spoke with Mr*** regarding the complaint. Frontier offered to remove the termination fees and rebill the
discounts Mr*** received to make it bill as though it was month-to-month billing. On October 5th a credit of $posted to the account. Frontier spoke with Mr*** and advised this leaves a balance of $due on the accountMr*** advised he will pay the fee when he receives the next bill with the balance due

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*** signed up for a $price guarantee for two years in February Ms***’s price increased to $in January Ms***’s price increased to $in February Ms***’s price increased to $in March Frontier has investigated the above statements and offers the following response: Ms*** signed up for Frontier’s Broadband Sale promotion in February 2017. The Broadband Sale promotion was for $for months with a year price guarantee of $for months 13-This price does not include taxes or fees.Ms***’s $promotion expired in the middle of her bill cycle, causing the January statement to bill at a prorated amount of $24.49Ms***’s February statement billed at the correct rate of $per the promotional offer terms.March 1, 2018, Frontier assessed a $Internet Infrastructure Surcharge, this caused Ms***’s total bill to be $36.98.An explanation of the promotion has been provided to Ms***We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** may have experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for review. We appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he ordered new Frontier internet service and was quoted $per month until
December 2019. Mr*** advises that he received an automated notification that his credit card will be charged $but should only be charged the $monthly rate Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** was quoted a promotional rate of $per month for the first year and that it would go up to $per month until December Frontier advises that the customer’s November statement contained a notification that the current promotional rate will expire on December 9, and that the associated promotional discounts will no longer appear on the bill.Frontier advises that a courtesy credit was applied to Mr***’ account to bring his balance to $for the December 7, bill cycle, but starting with January 2018, his monthly rate will be $Frontier spoke with Mr*** on December 18, and advised him of the above statementsWe 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 complaint and offers the following response: Mr*** ordered Frontier phone and internet services which was connected August 26, Frontier quoted a monthly rate of $and a one-time charge of $48.38, for a self-install of the internetThe first bill
was $194.35, which included service from August 26, through September 25, 2016, with the bill cycle the 4th of the monthInstallation charges of $was charged in error, and have been removed.Frontier was unable to correct the issues with internet before Mr*** disconnected his services on September 1, 2016.Mr***s next bill cycle October 4, will credit the days from September 1, to September 25, 2016, and will also show the credits for installation

Frontier restored Ms***'s service on 10/7/16. Frontier has attempted to reach Ms*** to verify her satisfaction and discuss her requested changes without success. Frontier left direct contact information with her voice mail/answering service

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.
Regards,
*** *** I have also replied to the email, with the acceptance of the "credit" back on the account Thank you!!!