Frontier Communications Corp.

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this
matter to our attention. The Complaint states that: Mr*** had been promised a $gift card after months of serviceInternet Service Issues Frontier has investigated the above statements and offers the following response: Frontier has issued a $credit to the account in lieu of the gift card advisedThis credit will appear on the statement date of February 1, 2017.Frontier has left Mr*** a message to contact with future service concerns as trouble report is closed.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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that his Frontier internet service has been consistently running extremely slow and continuously drops multiple times per dayHe also advises that it has been an ongoing problem Frontier has been unable to mitigateMr*** advises that Frontier should compensate him for having provided poor internet serviceFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on May 5, 2017, and the customer advised that a technician came out on May 3, and by replacing the router, was successfully able to fix the problem with the slow internet speed and the continuously loss of connection.Frontier advises that a credit for the equivalent of two months of service has been issued. Since the customer pays $per month for internet, a credit in the amount of $was issued 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's resolution claims that the quoted offer was with a discount. I specifically asked the representative if there was a discount applied to receive the offer and the representative confirmed it did not require a discount. In speaking with the frontier rep tasked with responding to this complaint it has been explained to me that the offer was made in error. I understand their explanation but it does not satisfy my complaint.The resolution correctly states that they provided a credit for the months in which they overcharged me.The company refused to honor the original quoted price and made me choose between paying a higher price or terminating my service. I had to terminate my service as a result.I am not satisfied with the resolution. Frontier should honor their quoted price for the duration of the service agreement. Their offer caused me to take actions (time off work to meet their technician for the install, time off work again now to switch services) that had a real cost. I took those actions as a result of their offer. I will note that the resolution specialist, Tocoma, who was assigned to the case was apologetic over the matter and nice to speak with.
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** advises he is having billing discrepancies with FrontierFrontier has
investigated the above statements and offers the following response: Frontier advises the billing discrepancies on the account are due to an invalid offer presented to Mr***.Frontier advises credits totaling $have been applied to Mr***’ account to correct the billing errors.Frontier has contacted Mr*** and he has decided to go with Broadband Ultimate for $a monthWe 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 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** called in to inquire about serviceRepresentative walked me through several options availableA couple of days later, I called in to see if DVR service was also included in the packageThe package which was completely different than what I had signed up for. Mr*** then cancelled the order before installation date Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on March 1, and explained several promotions available at this timePromotion includes $amazon gift card with a Two year agreementFree Router for Twelve months, Free DVR for Twelve months, and Free HBO for Six monthsFrontier apologized for the misunderstanding. Mr*** declined offer at this time. If Mr*** as additional questions or concerns he may contact Executive Relation Team at ###-###-#### Ext***. 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 claims they have given me a credit for the disputed phone calls from my August bill on my September billHowever, on the September bill they have repeated charges for the same phone calls from August - so in effect no credit was givenMy regular monthly service fee is $The August bill total of $included $in disputed phone call chargesFrontier initially issued a partial credit of $1044.86, so I paid $for the August billThen the September bill total of $included repeated charges for phone calls that have been already included on the August bill, for a total of $In combined August and September bills I have paid a total of $for the disputed August phone call chargesI am attaching the August and September billsNote that the September bill includes phone calls that have already appeared on the August bill
Regards,
*** ***

• On November 22, 2016, Frontier responded to an identical complaint for Ms***Based on a thorough investigation of the customer's claim, Frontier maintains it original response
• After further review, our records indicate Mrs*** was quoted $before taxes and surcharges
• Mrs*** was also notified that the earliest she would be able to downgrade would be September Any changes to services at this time would generate an early termination fee of $
• The rate Mrs*** is referring to is not available in her area
• In addition, Frontier listened to recorded phone call that took place on August 4, 2016, where Ms*** called Frontier wanting to reinstate her business line that has been in the family for many yearsRepresentative asked Ms*** what name would she like to have the business listed, and Ms*** advised the account needs to be listed under the business name of * * *** ***
• During the call, the representative also asked for the Tax ID; which Ms*** did provide
• Regarding the directory, Ms*** asked if we can only put the city of Linden, instead of the business name, and the representative agreed that this can be done.We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs*** has experienced because of the above matter

Frontier has investigated the above statements and offers the following response: Frontier expedited and processed the refund.Frontier advises that the refund is estimated to arrive in the next 10-business daysFrontier spoke with Mr*** in regards to the aboveMr*** presented
no further questions or concerns 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
I did receive a call regarding whether or not our service was repairedIt was repairedHowever, upon receipt of my next months bill, I called Frontier again, as there was no discount noted on the bill for the outage timeI was told after some checking into my situation that I would receive a discount of something around $(I don't have the exact amount in front of me.) Our telephone lines are still full of static soundThere needs to be some kind of better repair, updates done of the lines in our areaSo, as I am frustrated, I have a landline phone now and will get a discountService is not going to be good until Frontier runs new linesUntil the next rainstorm
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Thank you for referring the complaint of Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** states he was billed for an extra month of service after requesting the service to be disconnected
in October of Frontier has investigated the above statements and offers the following response: Frontier found Mr*** had tried to disconnect his service on October 24, and was told to call back later in the month with his new address. Mr*** called back on October 31, and placed the disconnect order, due to Frontiers work load the order dated out past his next billing cycle. He was billed again for service he did not need, as well as promotional credits were billed back and he was not made aware of thisFrontier has issued a credit in the amount of $and spoke to Mr*** on April 6, and he is satisfiedWe 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 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

Frontier Communications 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 submitted a transfer order and it was dated out to May 5, Mr*** stated that the day came and a tech never showed up to do the installationMr*** advised that when he called Frontier again he was told a tech would be out the next day, but he couldn’t be thereHe states he was told the next available date would be another weekFrontier has investigated the above statements and offers the following response: Frontier advises there was a system error which delayed the transfer from happening.Frontier advises we contacted Mr*** and apologized for the issues he encountered.Frontier advises we have placed a residential out order for the services he had at his old residence and back dated the order to April 22, 2016, the date he movedWe 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 find that this resolution is satisfactory to me only because I know Frontier will never do anything betterNo one spoke to me oct 27th, a voicemail was left at homeI never received an apology and remain SO unhappy about the HOURS and HOURS I have spent dealing with themI will file another complaint if this months bill is not correct
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. Kelly E***, a Frontier customer service representative, contacted me on February 14th and we had a lengthy discussion in which they would not cancel their charges for the services not renderedIn her response to the Revdex.com on February 23rd, she stated that none of her attempts in contacting me were successful- denying that I had spoken with her over the phoneFollowing her deceitful response on February 23rd, I used the contact information she provided to email her to inform her of my intentions to reject her response unless she properly resolved my complaint within the next few daysShe replied that Frontier "stands by its conclusion."
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
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,
*** ***

Tell us why hereThank you for referring the complaint of *** *** *** Incto our office for reviewWe appreciate Ms*** bringing this matter to our attention. The Complaint states that: Ms*** canceled her telephone service (landline) and they charged her $for an early termination feeShe states that she has not signed a contractShe states she has no paperwork stating there was a contractFrontier advised her that it was a verbal contractShe is willing to pay for the seven months of unused service, but they are not willing to adjust the billFrontier also is charging her state and county taxes and a USF surcharge. Frontier has investigated the above statements and offers the following response: Frontier reports that there was a call pulled that took place on April 30, between Ms*** and a Frontier agent with her agreeing to a two year term that started on April 30, and would end on April 29, Previously we reported that it was a one year term but after further investigation found out that it was a two year like indicated on her monthly billFrontier has advised Ms*** that they will not waive the early termination fee due to her verbally agreeing to the termThe early termination fee was prorated 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 Communications Thank you for referring the complaint of *** *** to our office for reviewWe
appreciate her bringing this matter to our attention The Complaint states that: Mrs*** cancelled the service on 7/27/and she was billed by Frontier thru 8/17/She requests the days of overbilling be credited Frontier has investigated the above statements and offers the following response: On 10/12/2016, $was adjusted from the bill. On 10/12/a payment of $was received leaving a zero balance. The adjustment was given days after the 10/7/billing cycle and will show on the 11/7/final statement We trust that this information will assist you in closing this complaint. We apologize for any inconvenience *** *** 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 that she is unable to watch her recorded programs because of poor internet service
Frontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and network interference. Customer speeds may vary over timeFrontier has investigated Ms***’s account and has determined that Ms*** resides in an area where high Internet usage during peak periods could be affecting Internet service speedsFrontier tested the line and found that Internet speeds were within an acceptable range.Frontier spoke to Ms*** on February 20, and discussed wireless speeds and areas of high demandUnder tariff, Frontier is responsible for service outage credits based on the customer's daily rate of service that is not functioningFrontier is not liable for any other compensationWe therefore must respectfully deny Ms***’s request for additional compensation

Frontier contacted Mr*** on April 4, to discuss his concerns.Mr*** advised his services were now working well.Frontier did advise Mr*** that there was an AT&T cable cut that effected service for Frontier customers.Mr*** did advise that he was having some
issues setting up his Frontier ID, and linking to his Frontier account as well as creating his Online Bill Pay account with Frontier.Consumer Relations had a specialist contact Mr*** on April 5, to assist with his set up and all was created for him with no further issues.Mr*** was satisfied with this resolution and does have direct contact information for any future concerns