Frontier Communications Corp.

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 contacted Frontier to remove the auto renew on her bundle in February and when she called in to disconnect her service in November she was told that a ETF would be billed M.s *** states she is now being billed a ETF of Frontier has investigated the above statements and offers the following response: Frontier review the account and we have removed the ETF on the disconnect order and advised Ms*** that her account shows disconnected however it will bill her until the end of the cycle date per terms of service that were sent on the June statementWe 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 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Mr*** is disputing final billFrontier has investigated the above statements and offers the
following response: Frontier has submitted a credit to Mr*** account leaving a credit balance of $ Any refund can take up to days, then to days for processing and mailing.Frontier has been unsuccessful in reaching Mr*** to review the aboveWe 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 reviewed Mr*** account and found that a transfer order was placed on July 27, however the order was cancelled with no indication as to why. Another transfer order was written October 26, which reflects that there were no facilities available. The order
remained in a pending stage until it was deactivated on February 16, 2017. The customer continued to bill for service and automatic payments drafted as the account was not disconnected until February 16, at which time an order was placed to disconnect service with an effective date of December 28th Frontier has found that Mr*** received a credit of $for service dated July 10, through August 9, and received prorated credits on the March 10, bill for service dated December 29, through February 16, 2017. A refund of $was processed on March 11, 2017. Based on this information, an additional credit of $has been applied to the account for service dated August 10, through December 28, Frontier apologizes to Mr*** for the inconvenience and advises that he should receive a refund check of $within an estimated to business days

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

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 *** E *** to our office for reviewWe appreciate *** E *** bringing this matter to our attentionThe Complaint states that: Ms*** states Frontier withdrew two amounts of $on April 25, and May 11, Ms*** states she
called Frontier and Frontier advised she had a credit on the account of $due to the account being overpaidMs*** states she then received another email stating she owed $on her accountMs*** advises she needs clarification as to what is owed on her accountFrontier has investigated the above statements and offers the following response: Frontier reviewed Ms***’s account and found that Frontier did receive two payments of $on April 25, and May 11, Ms***’s Frontier account now has a credit amount of $on it.Ms*** spoke with a Frontier representative on May 16, who initiated the refund process for the over payment of $191.00. Ms*** will receive the refund in three to five business daysFrontier contacted Ms*** on May 18, and explained the information aboveMs*** requested to remove the auto pay with Frontier Auto pay has been removed as of May 18, 2016.Ms*** has Amanda E***s direct contact number of ###-###-#### if she has additional questionsWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** E *** 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 do not except this as an answerNo one can seem to explain to me that my house is the "AREA" they are saying they don't deviceI don't live in any separate AREAI live with in feet of neighbors that have frontier internet serviceWhy am I being singled outThis is NOT acceptable.
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*** advises that that he contacted
Frontier to make a change to his television service and was told his billing would be plus taxes, however he received a bill for $When he called to inquire they told him to pay that amountFrontier has investigated the above statements and offers the following response: Frontier states they spoke with Mr*** to advise that his credits would be appear on the next bill cycleFrontier set a follow up for March 3, to make sure that applicable credits would be issued and no late feesMr*** is satisfied with this solution 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 her bringing this matter to our attentionThe Complaint states that: *** & *** *** state that Frontier told Ms*** that she would be getting High Speed Internet & DISH’s Top
programming for $Frontier has investigated the above statements and offers the following response: Frontier advises Ms*** that Dish is charging $for an additional receiver, $for the Top programming and additional taxes.Frontier conferenced Ms*** with Dish in an attempt to get the price reducedDISH offered a $reduction per month for a year which Ms*** refusedFrontier has provided Ms*** bill copies from Dec to April at her request.Ms*** has been provided a direct number and extension for any further questions and concernsWe 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 Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises she called in on April 13, requesting her service to be cancelled on April 27,
2018, because they are moving out of state. The service ended up being cancelled on April 18, by mistake. The only resolution was to take a new number to have the service reinstated immediately, then on April 23, they received a bill in the amount of $for the new number. Ms*** would like this to be credited right awayFrontier has investigated the above statements and offers the following response: Frontier has issued the credit on the new number and it now has a zero balance.Frontier spoke to Mr*** *** on May 3, and he is satisfiedWe 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
Regards,
*** *** There response further details my issues: There is no regard for the poor service I have been receiving from this company for the last yearsMy internet is still not working and there was no mention to fix it in their responseMy monthly bill for years was $a month and now for days, you are telling me to pay $for a service that has not been workingI have spent more than hours on the phone with customer service (in the past weeks) and still nothing has been resolvedThis is the poorest resolution I have ever seen from a company that has treated their customer with poor service and even worse customer service

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Customer placed cancellation order with Verizon for the end of April but his service was never cancelled
Frontier has investigated the above statements and offers the following response: Verizon placed the order to disconnect Mr***’s account wrong, which is why it never happenedFrontier has disconnected his account correctly and back dated his billing to reflect his original cancellation date at the end of April 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: Mr*** experienced issues accessing Video on Demand (VOD) during the transition from Verizon to FrontierMr***
states that his bill has increased compared to his prior bills and has not changed anything on his Frontier account. Mr*** states he would like to cancel his contract with Frontier without being billed an early termination fee. Frontier has investigated the above statements and offers the following response: Frontier understands that some customers experienced issues viewing the previously available Video on Demand (VOD) content during the transition from Verizon to Frontier. VOD content is now available, and Frontier is continuing to add more titles each day, including those movies and TV shows previously purchased by customers. Frontier apologizes for any inconvenience this may have causedFrontier is continuing to add more titles to Video on Demand (VOD) each day. Frontier has loaded the majority of film and TV entitlements as well as the most popular titles and is working diligently to load the remaining content. We have appreciated our customers’ patience as we complete the VOD library.Frontier reviewed Mr***’s Frontier billing statement and found that an additional television receiver was added on for $a month.Mr***’s current contract including all terms and conditions for any services previously provided by Verizon’s local exchange operations in California, Texas and Florida will be assigned to Frontier CommunicationsFrontier will maintain all terms and conditions of the relevant portions of the current agreement through its expiration.Frontier will continue to honor the promotional pricing originally offered by Verizon through the promotional period.Frontier spoke with Ms*** on August 10, and advised the above information.Frontier explained the contract terms above and that Frontier would not be able to remove the contract off the Frontier serviceMs*** informed Frontier that she would like to remove the additional television receiver that was added to her Frontier account and Frontier processed this request 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

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 do not accept this resolution because I had service all of days as I stated to Frontier It is unacceptable to pay for cancellation when they did not provide the service the service to me as a new customer Since they wanted me to go without internet service until they sent another router within business days that was unacceptable So not only would I be without internet service but also without my ADT home security service as well I think it is not too much to expect that Frontier would waive the early cancellation of service since they did not provide the service No reputable company would allow a new customer to wait until you mail another router out and then install it themselves as well So since Frontier has issues and could not provide me with the service I asked for, yes I cancelled my service withing days So no I do not accept the resolution and pay them any funds
Regards,
*** ***-***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Laurie H from Frontier did contact me on August to discuss the matterLaurie was kind and patient and obviously adept at handling extremely annoyed customersLaurie gets an A+Frontier on the other hand, is structurally out of controlThe first sales order mysteriously dropped out of "the system" - yet the billing portion of "the system" picked it upThe Frontier sales department are either completely misinformed, at bestOr perhaps maliciously fraudulent, at worstThe service, package deal and costs were severely misrepresentedAnd then my order was 'crammed' with services I neither wanted or even discussed.To make matters worse, when one phones Frontier SALES department, one is connected to a representative immediatelyBut when one calls back because a $charge metastasizes into $for *DAYS* of half-speed services, good luck getting anyone even slightly competent on the phone in less than hoursNo, you'll get a CRM script reader who mumbles something about being "sorry you feel that way".In summary - it took phones calls TO Frontier, and an estimated eleven cumulative hours of my life to get this straightened outFor the record I started warning Frontier somewhere around call #18, that was about to start filing formal complaints in multiple venues, if they didn't knock off the aggravating, circular shuck and jive routineagain, no one cared, until I made good on the threat.There is no way that a service credit and apologetic phone call can make up for the rigor of this experienceBut I am relieved that someone in authority has at least fixed my erroneous billing and provided a direct, non-call-center contactWith that, I am satisfied to close this caseThank you Revdex.com! Thank you Laurie H! Frontier? Get your act together!
Regards,
*** ***

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*** was receiving conflicting information as to when to expect his refund check from FrontierFrontier has investigated the above statements and offers the following response: Frontier has provided Mr*** with the correct information as to when he should expect a refund check from FrontierWe 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've been out of town, so haven't seen this response until todayMy mail was stopped, so won't have seen anything sent by mail either until late todayIt sounds like it was taken care of, but I need to review what bills they had previously sent (they were billing me for three phone numbers)They still have the worst customer service I've ever experienced in 60+ years
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms*** was quoted $a month for the Mbps.The first billing did bill at the rate quoted.Once the product was altered the promotion for the internet was disqualifiedOn
October 10, the promotion was added to the account.Mr*** will see the $promotion on the statement printing November 1, 2016.Frontier finds all applicable credit were applied to the account and no additional credits are due. 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

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 her daughter *** ***, contacted Wells Fargo and requested that they reject this charge to her account and not allow them further access to their account Frontier did NOTHING to credit her account back It was do to my intervention with Wells Fargo (and I have a letter confirming this) My Mom states that she was contacted sometimes with Frontier and Verizon, but no one ever stated how her bill could be lowered, only additional services to raise her bill I still believe they are charging an outrageous amount for just a home phone with long distance capabilityI don't believe this company, since I received different answers from different individuals..even one stating that if I had not called, we would not get any refund.As the company stated, I was told that the bills crossed in the mail..but I called them and was assured that my mother's account would not be chargedAs soon as we receive the 4/day credit to her account..I would like to be finished with these people.If you call resolved, with them ripping people off, then once this last payment is made..I guess it is resolved
Regards,
*** ***