Frontier Communications Corp.

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*** would like proof of being informed about the Frontier Disconnect Processing fee. Frontier has investigated the above statements and offers the following response: Frontier Service Terms are listed on Frontier’s website and customers are also advised on their monthly bills to visit the Frontier website for any changes in the Terms and Conditions SERVICE CHARGES The applicable charges, including equipment charges, for Broadband Service are identified at the time Service is orderedFrontier may also bill you additional charges or fees, including a separate modem fee and an additional Frontier imposed HSI SurchargeIt is your responsibility to review your first bill carefully and contact Frontier within days after receiving your first bill if there are any charges you dispute or that are inconsistent with the information provided to you at the time you placed an order for ServiceIf you subscribe to Service after October 1, and cancel Service, you will be charged a $disconnection order processing feeUnless otherwise prohibited by law or guaranteed by a Price Protection Plan (PPP) with Frontier, Frontier may, in its sole discretion, change or modify the rates you are charged for Services or equipment at any timeWe may notify you of any such changes by posting notice of them on the Frontier website, by sending notice via e-mail or postal mail, or by a bill messageContinuing to use the Service after notice of a change is acceptance of the changeIf you do not agree to the change made by Frontier, you must stop using the Service and notify FrontierFrontier will bill you monthly for all charges associated with the ServicePayment in full is due no later than the due date indicated on your bill The Terms of Service were updated in May to include internet service accounts prior to October 1, to be accessed this fee.On December 19, 2017, Frontier issued a discretionary credit for $to Ms***’ account. This credit may not be reflected on the December 19th statement due to timing. Please note that the real time balance is zeroWe 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

A Frontier Tech Support agent contacted Mr*** and resolved issue with the Multi DVR feature. A Frontier billing agent adjusted the charge of $on the last four billing statements due to the feature not working. He was also given credit for the video on demand purchases totaling
$that appeared on the 12/2/billing statement. Mr*** advised that services are up and running and he's satisfied with the adjustments made to his account. Case closed

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,
*** ***

The Complaint states that: Ms*** advises that she had ongoing issues with her Wifi connection while she was a Frontier internet customerMs*** received a $cancellation fee on her final bill, which she believes should be removed due to her Wifi connection issues
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 WiFi network interference. Customer speeds may vary over timeFrontier advises that Wifi connection speeds are based on a number of conditions and that Frontier does not guarantee Wifi connection speedsFrontier advises that $credit has been issued on Ms***’s account.Frontier advises that despite our best efforts we were unable to reach Ms***However direct contact information has been provided

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Ms***’s account and the request to refund the last payment received in the amount $including the proposed partial refund in the amount of $has been denied. The
charges are valid and account has been paid in full. Ms*** has no outstanding balance We regret any inconvenience that *** *** may have experienced as a result of the above matter

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for
reviewWe appreciate *** *** bringing this matter to our attention.The Complaint states that:Mr
*** states that his billing should be $plus taxesMr*** states
that his
bills have not reflected this pricing.Mr
*** states he has made several attempts to get billing corrected.Mr
*** asks that he be refunded the over charges and that his billing is
corrected to reflect the accurate pricing.Frontier has investigated the above
statements and offers the following response:Frontier has reviewed the account and found that the customer concerns are validFrontier has corrected the missing discounts and placed credits for the invalid chargesWe 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: Erinn
F* 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
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,
*** ***

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

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,
*** ***

According to the complaint: Mr*** is disputing term contract and was not aware that the account was on a plan that would automatically renew very two years. Frontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier found that the
account had the automatic renewal date of October 2, 2017. With this term agreement, the customer received $in promotional discounts towards their internet services.As a compromise, Frontier offered to release the account from the term contract in exchange for reversal of the $in monthly promotional credit received from October 2, to current.Mr*** agreed to the reversal of promotions.Frontier has waived any term obligation without penalty, as the debit of promotional credits would bill the customer as though the account were on no contract, retroactively

Revdex.com:
I spoke to Beth G*** twice on December 7th from Frontier CommunicationsHowever what was stated over the phone about receiving an account credit for the amount of $100.60, was never followed by a confirmation number or email
I emailed MsG*** inquiring a confirmation number or email the following day, I have not heard from her to this date
Best Regards,
*** ***

Frontier received an email from Ms*** stating the same as this rebuttal
I apologize that I didn't respond to the installation charges and that I just checked the order and do not see that they were charged
If she saw any charges on the June 29th statement, please email me and I will credit immediately
Ms*** responded:
Thank you for your responseIt is a positive change from my recent encountersWhere no one contacts or communicates with me at allI'm actually still waiting for a call to set up service for dish that was supposed to be set up last week and still no contact made regarding this as you do not offer my previous digital services that I had for years
I responded back stating
I can have someone call you to set up the DishI would just need a good number to contact you at
Please on a go forward basis, only contact me for any concerns or questions you may have in the future
Again I sincerely apologize for any inconveniences you have incurred

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,
*** ***

Complaint Number: *** Rebuttal Customer Name: *** *** Phone: *** 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*** is still experiencing intermittent internet service.Mr*** has been told that the internet issues are due to an outage and there isn’t a resolution at this time.Mr*** would like the billing for internet to stop until resolved.Frontier has investigated the above statements and offers the following response: On January 17th, a technician was dispatched to address the internet issues.Frontier is currently working with engineering to reveal and resolve known issuesFrontier will continue to bill for internet and credit for time out of service.An open repair ticket is in place to address Mr***’s internet concerns.Mr*** will be contacted to set up an appointment for an additional dispatch.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 find that this resolution is satisfactory to me; however, I have already made payment for the cycle for 09/19/17-10/18/in the amount of amount of $on 10/08/2017, I left a voice message for MREnrique HA*** explaining this and that I would contact him on 10/09/17. Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe
appreciate him bringing this matter to our attention The Complaint states that: *** *** was advised he would be paying $a month for Internet Frontier has investigated the above statements and offers the following response: Pricing for the internet is with a price guarantee for three yearsFrontier has fixed the promotion on Mr*** account to bring it to the $34.99Frontier has tried to reach Mr*** several times and has been unsuccessfulFrontier has issued a $credit for the late fee and $credit for the difference in pricingWe 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: *** *** advises that his Frontier bill is incorrect Frontier has investigated the above statements and offers the following response: Frontier advises a review of the account confirmed the customers bundle did not accurately convert from the Verizon billing database to the Frontier database.Verizon’s March statement confirms Digital Voice, 25m internet bundle was $and Frontier billed $for the same product.The $over charge ended on June when Mr*** upgraded his FiOS to 75m bundle for $84.99.Records show credits totaling $was applied to the accountThis reflects on July and August statementsRecords show Mr*** currently subscribes to Frontier FiOS Digital Voice and FiOS 50/data for $before any applicable promotional discounts and taxes and surcharges.Service order *** was established activating the promotional discountsThis should reflect on bill date February 19, 2016.On January 19, credit for the rate difference of $was applied and should reflect on February 19, In addition, a credit for $was applied for the late payment charge.A Frontier representative will manually follow Mr***’s account to ensure the account is billing correctly 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 Specialist: Amy B*** Department: Consumer Relations

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

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 not received her refund for item returnedFrontier has investigated the above
statements and offers the following response: Frontier spoke to Ms*** on February 22, and explained that we have issued an adjustmentThe credit will reflect on the next bill cycleFrontier has set follow up to ensure bill accuracyWe 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 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