Frontier Communications Corp.

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
The promise was for two (2) $dollar credits on our bill for two (2) missed appointments when we received no calls to explain why the tech did not show up. Again, when calling about the credits I was lied to several times. First they said there was no notes on my account about the credits. And then they only offer $credits. And then when talking to a supervisor they only offer $credits one time. And then suddenly he did see the notes on my account concerning the credit. And then he suddenly started treating me as a child, not letting me speak or try to get any words in concerning the issue.This is far more than just the credits. The fact I was lied to on many occasions. Either I was lied to in the very beginning so I wouldn't cancel my order considering the trouble I was experiencing with just getting service installed. Or I was lied to during the second call when I was inquiring about the credits, much more likely considering the stories kept changing as time went on.Yes, one (1) $credit was applied to my bill so far. But I still want that second $dollar credit that was not granted and the supervisors claimed were not part of the issue. I know what the first person I talked to promised me, it was a total of two (2) $credits to cover both of the missed appointments. If Frontier cannot keep their promises there is no reason they should even be in business
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier offers promotions on pricing and services to eligible customers at various times. Customers may contact Frontier Customer Service at any time to inquire about eligibility for
promotions. Frontier does not have a $internet promotional offer available in Ms***’s service areaFrontier attempted to reach Ms*** to advise of the above but was unsuccessfulFrontier did leave a message with direct contact information We trust that this information will assist you in closing this complaint

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Missing refund check Frontier has investigated the above statements and offers the following response:
Refund check of $issued to customer on 5/31/and customer was advised on 5/31/that check was issued and would take 7-business days to arrive to provided addressCase closed on 5/31/

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 does not acknowledge that on my original call to them I did not ask for a credit I asked for a breakdown of charges and if my bill was correct I was then told I was overbilled by approximately $800, and would be receiving a credit on my bill within the next few billing cycles I was given a confirmation number for the credit Regardless of if the bill was correct or if the representative had the authority to issue credit; I was told I was getting the credit of $ This is what I expect to happen I would also like both an audio copy of my original call to Frontier from 12-7-and a transcribed copy for any future legal proceedings should this complaint not be resolved to my satisfaction
Regards,
*** ***

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!!!

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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she called to terminate her broadband satellite internet service but wanted to keep the telephone service; however, her telephone service was also terminatedMs*** states that an order was placed to reconnect the telephone service with a new number instead of the one she has had for over yearsFrontier has investigated the above statements and offers the following response: Frontier advised that there was an error in the order that was placed to terminate the broadband services that canceled the entire accountFrontier advises that an order was placed to restore telephone service on December 12, with a temporary number to get dial to back to MsBrowningFrontier advises that when an account is canceled, the phone numbers are blocked from being re-assigned to another customer too quickly so additional programing need to be done to release the numbersFrontier advises that an order was placed on December 15, to change the phone number back to ###-###-#### and will be completed on December 18, 2017.Frontier spoke with Ms*** on December 14, 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

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 advises that Ms*** has placed two repair request with Frontier since September 2016.Frontier changed Ms***’s facilities on December 8, 2016.Frontier tested Ms***’s service on
December 26, and No issues were found with the serviceMs*** has only reported one incident with static on her phone lineThis was repaired in SeptemberFrontier finds that Ms*** uses her phone consistently reflecting no line issues.At this time, Frontier does not have an estimated time for an upgrade in Ms***’s area.Frontier advises that no credits are due to Ms*** for her phone or internet.In addition, Frontier advises that currently, Ms***’s statements are higher than due to equipment purchases.Should Ms*** have service concern regarding Dish Network, she can contact them directly 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 Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** is disputing her bill for services from FrontierFrontier has investigated the above statements and
offers the following response: Frontier spoke with Ms*** on March 2, 2018, and reviewed complaint.Frontier found Ms***’s bill cycle is on the 2nd of each month and she spoke with Frontier on February 3rd therefore her new rate did not apply to her February billing.Frontier has agreed to offer Ms*** the FiOS 50/Mbps and Preferred HD bundle for $per month plus taxes and surcharges for one yearWe 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 reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** states that on January 20, she requested for her new installation order to be cancelledMs*** states
that she received a bill from Frontier for $219.97.Ms*** states that the service never worked and she should not have charges from Frontier Frontier has investigated the above statements and offers the following response: Frontier determined that Ms*** did request for her service order to be cancelled on January 20, 2017.Frontier adjusted the charges of $on March 29, 2017.Frontier advises that Ms*** no longer has a balance with FrontierFrontier spoke with Ms*** on April 4, and advised the information above 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 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,
*** ***

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

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*** with *** *** LLC., advises he was quoted a price of plus taxesWhen he received his bill it
was much higher Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** and apologized for the misinformationFrontier issued a onetime credit of $for the installation fee, since Mr*** was not advised of this feeFrontier also applied a $for months creditMr*** accepted this offer 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 Mrs*** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: Frontier the August 01, billing statement contained a past due
balance of $from the previous billThe past due balance combined with the current charges of $brought the total amount due to $147.48.Our records indicate that a reminder notice was sent on August 01, and automated call attempts were made regarding the past due balanceThe account was suspended for non-payment on August 24, 2017.On August 25, trouble ticket number USinitiated due to the internet not workingThe internet was restored on August 28, The trouble ticket was notated that the modem did not sync up when the service was restoredThe modem was resetCredit totaling $posted to the September 01, billing statementOn September 14, I left a message for Mrs*** and provided my contact number should she require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that the customer may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** states that she cancelled her Frontier service on April 29, but has continued to receive a
bill by Frontier.Ms*** states that she has not received a correct final billing statement.Ms*** states she should be getting a refund check from Frontier but has not been given a set amount for her refund. Frontier has investigated the above statements and offers the following response: Frontier reviewed Ms***’s account and states that her refund is $Frontier will have Ms***’s refund processed within seven to ten business daysFrontier spoke with Ms*** on August 9, and informed her of the above informationMs*** is satisfied 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 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

I agree to pay + tax for prime tv with simply ultra internet not a month, I have emailed dialogue between me and the customer service rep where I agree to pay only for both services

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 promotion was ending in December and he called Frontier
and the representative cancelled his current service and set him up as a new customer The technician came out to his home and transferred equipment and advised that his old account would be cancelled and credits would be rolled over to his new account.Mr*** advises that in February he received a late notice and called Frontier and was advised that it was taken care of and the balance on his old account would be moved to his new account and not to pay any bills until he received a new bill in the mail. Mr*** advises that there are two accounts in his name at the present time.Mr*** advises that he came home on March 22, and services were suspended and he called Frontier and was told that he needed to pay $plus $to turn his services back on. He made payment and was advised that it would be hours to restore his service after making paymentFrontier has investigated the above statements and offers the following response: Frontier investigated and found that the Frontier representative placed an order for Mr*** as if he was a new customer with a new promotion. The representative never placed an order to cancel his current service that was set up on automatic payment.Frontier advises that Mr*** was billed for his new service with no payment made to the account because the payment was being made to the old account which was still open, it was never closed out. Frontier advises that an order was placed on March 23, and back dated to January 27, for credit. An order was placed on Mr*** new account to get his service back working which can take up to hours, usually it is back working before that time.Frontier advises that credit has been applied to Mr*** old account and it now has a zero balance. Mr*** new account has a credit balance of $which will be applied toward the next bill when it prints on April 27, 2018.Frontier advises that this is not a practice to close out an existing account and set up a new account for the same customer. A new promotion is applied to the old account to get the customer to a lower monthly price so these issues do not happen.Frontier spoke with Mr*** and has direct contact informationWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter