Frontier Communications Corp.

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Ms*** account and our Office of President department has resolved the excess bill of $which was accidentally billed to Ms***. The Office of the President has also
issued credits for service outages.Frontier has reviewed Ms*** currently billing statement dated February 4, and her account has been update and currently has a zero balance on the account. No payment is dueThe representative handling this complaint has provided her contact information and will contact local management of the constant service interruptions in Ms*** residential building in hopes to enlist service improvements for multi-dwelling units We regret any inconvenience that *** *** may have experienced as a result of the above matter

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

Thank you for referring the complaint of Mrs*** *** to our office for reviewWe appreciate Mrs*** bringing this matter to our attention The Complaint states that: Mrs*** states that she did not request phone service from Frontier.Mrs*** states she was charged a higher price for FIOS internet that the DSL internet she ordered and that she was charged for an install when she requested a self-install.Mrs*** states she did not receive her final bill and the account went unpaid and has affected her credit. Frontier has investigated the above statements and offers the following response: Frontier spoke with Mrs*** on February 12, and advised when the service was installed the reason for the escalation was because of a need for a phone line in the house.Frontier reached out and left a message to contact us on February 19, and advised there is no new information to work the complaint with.Frontier advises the dsl service on her original order was not available at the residence and the order was changed to FIOS service which has different pricing.Frontier advises we did send out a technician to install the service and we did credit that fee on September 19, 2016.Frontier confirmed her mailing address and that is the address the final bill was mailed toWe 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

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Billing went up with re-contracting Frontier has investigated the above statements and offers the
following response: Frontier Communications advised Mr*** that 7/1/statement with re-contracting was billing for all of July and from 6/8/16-6/30/Mr*** was give proration credits back for 6/8/16-6/30/for the old contract in the amount of $144.43, then re-billed as he did have active services, but was on a new contract/pricingFrontier Communications also advised Mr*** that on his 8/1/bill there were promised promotions missingCredit for the missing promotions were given in the amount of $on 8/16/and the missing promotions were added to the account 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 Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** states he paid in advance for his services and when he decided to cancel Frontier’s
billing department told him that when he cancels he will be billed for services used and that his bill was billed for future servicesFrontier has investigated the above statements and offers the following response: Frontier found Mr*** made his last payment of $on August 21, 2017, that payment covered service from 08/01/thru 08/31/17. His next bill printed on 09/01/and went for service thru 09/30/17. Frontier’s records show Mr*** disconnected service on 09/21/17. A credit has been issued for the time the service was not used by Mr***. Frontier spoke with Mr*** on December 8, he is not satisfied, states while he had the service for nine years there were always problems. Frontier advised that a credit was issued and Mr*** stated he paid the bill in full, so his credit would not be ruined. Frontier explained a credit refund will be expedited once his payment is receivedWe 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
Regards,
*** ***
First, the business response stated that I was advised of the feesI was not advised of any installation fees at any timeThere was a deposit fee which I paidThere was never a discussion about installation fees which would be applicable upon approvalAt the moment that I provided my debit card information the transaction was approvedAdditional fees such as installation fees should have been disclosed at that time There will be no other resolution to this matter then to waive the installation feeSince I am aware of this industry I know that this type of subliminal fee applications Are 100% unacceptableThis is not a way to treat a new customerShame on you

The Complaint states that: Mr*** advised that his HSI was not working on January 7, He restored his HSI by replacing a filter, it was a temporary fixHe was five days without service and had not gained a resolution. Frontier has investigated the above statements and offers the
following response: Frontier advises that Mr***’s trouble ticket (***) was placed on January 10, and completed on January 15, 2017.Frontier advises that Mr*** was part of a common issue (***) and then experienced continual issues.Frontier has placed a billing adjustment of $for the service outage that Mr*** has experienced 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 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
When I last spoke to the representative she told me that when the last payment was made in October, the balance was 300.+ and that we only paid half the balance, but I told her that I had copies of payments made every month going back months and she said she was going to send me statements showing otherwiseSo far I haven't received themAs I stated before if my father father owes Frontier any amount it would be early termination fee, a fee he is willing to pay M father received yet another bill from frontier where they threatened to send the amount being disputed to collection
Regards,
*** ***

I examined the customer's account and see that the customer contacted Frontier on June 23, regarding dispute of the additional listing. The Frontier rep credited $for months at $each (which covered June to June 2014), but did not remove the recurring charge.
On June 17, I placed an order to remove the charge for the additional listing fee. I also placed a $48 credit for months at $each to cover June through June 2015. With tax, each of the credits issued (June 17, and June 23, 2014) total $for a total credit of $105.36. I spoke with Ms*** earlier today (June 18) and discussed my findings. I apologized that I could not find a contact in to justify additional credit beyond the amount that has been given

CLEC PORTED-OUT - Disconnect Date 7/28/

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
Information on discussion with business.I called the number they gave me and spoke to JenniLee M***, Executive Customer RelationsFrontier CommunicationsShe contended that the service was not shut off until the beginning of the December cycle, and that they automatically charge completely to the end of the cycle. I pointed out that I had bought a house in October and completely moved out and had gotten internet there in October. She asked that I have the actual confirmation number of the cancellation to prove I had cancelled (and I told her to get real, NO ONE actually writes down those verbal confirmation numbers, and they refuse to email them). Since I had moved, all documents and records are buried in a whole household of moved items, I write on my documents when things have been paid, stopped....but do not have that documentation handy. I do remember checking online and finding that there was no way to shut off service online, and calling and finding that there was no way to shut off service outside of their day schedule, even though they will START service at any time. I told her that they had done the same thing with me twice before, and that the charges are standardly continued even after complaining and they are not changed until many hours of time on the phone, which I am not going to do. So I am not going to waste more time, and will not pay this fake charge which is exploitation! I did find a prior time when I had written on a bill that the charges were fake.No resolution, Frontier continues to support my lowest opinions of them!
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
Yes, I have talked with a Frontier agent, but they just simply ignore the main issue I proposed - they asked me to pay the service they did not providedBased on their description, they disconnected service from Mar and reconnected on Mar It belong Feb bill circle Feb to Mar 15, total daysThey charged me $for the bill circleThen the days, they need to return me 5/* = $But they did notWhen the service was disconnected, I have decided to discontinue their serviceHowever the new service had not been online, so I called their custom service to try fix issueTheir agent never told me they will charge me reconnection feeIf I knew it, I would never reconnect their service and used the new one directlyThey need to refund the fee to me On Mar 25, My new service start working so I called them to discontinue the service from Mar However, they still charge me the service fee even did not provide any service to meThey need to reduce the bill by 21/* = $23.7.Totally, they should reduce my bill by + + $5.99= $34.95. I have called their custom service at least twiceBut they do not want to solve the issueThey told me its their policy - their policy is to charge their customs without providing any service
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 If the business does not overcharge meWhen I spoke with Frintier Rep: Leslie, I informed her that I would only pay $a month for the internet service, per what she is quoting meFeontier also need to honor military discount on my account as wellWhen I initially signed up on 11/2016, I was told I would qualify for military discount; however, I had to speak to the installer when he came out, when the installer came out he said I needed to speak to a telephone rep, he wasn’t in charge of discountsWhen I called frontier once again, I was told I didn’t qualify due to having other promotions on my packageWhich was not what I was told when initially when I signed upFrom my understanding it was at least a 10% discount.
Regards,
*** *** ***

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Mr*** states that he terminated his services with Frontier on September 29, and paid the last
bill.Mr*** also stated that he was billed for services after he terminated the services in the amount of $56.05.Frontier has investigated the above
statements and offers the following response:Frontier advises that Mr*** was billed an early termination fee of $in errorFrontier has issued credit for the early termination fee Mr*** was billed in the amount of $As of December 26, 2017, Mr***’ account has a credit balance of $43.95.Please allow the 1-bill cycles for the refund is processedFrontier representative has made several attempts to reach Mr*** and was unsuccessfulWe 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 Specialist: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

Our records indicate we billed Mrs*** error for a business accountNovember 25, our representative spoke with Mrs*** acknowledging her concerns, and finalized account *** and issued a full credit to zero out balance.*** was satisfied with resolutionWe trust that this
information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** has experienced because of the above matter.Frontier Specialist: Kevin F* Department: GM SpecialistTelephone Number: ###-###-#### Ext 1113135 Fax Number: ###-###-####

Thank you for referring the complaint of Mr*** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: This account has had a recurring past due balance since the April bill
The customer had a past due balance prior to porting outThe April 10, 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 $Payment in the amount of $was received and posted to the May billThe May 10, billing statement contained a past due balance of $from the previous billOnce the above payment posted the remaining past due balance was $The past due balance combined with the current charges of $brought the total amount due to $415.11.The June 10, 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 $620.04.Effective June 27, the customer ported the BTN *** to another provider.The July 10, 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 $671.25.Credits totaling $were issued for the Early Termination fee and time out of serviceThis credit posted to the September 10, billing statement.Once the above credit posted the remaining past due balance was $We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

Thank you for referring the complaint of *** *** to our office for reviewFrontier investigated the account and background billing issues were found with *** ***'s order for serviceThis issue caused billing errors for Ms***On January 7, 20167full credit was issued to this
account to clear the balance to ZEROThis credit posted to the account on January 23, and will update on the Final statement which should generate on February 2, Frontier apologizes for any inconvenience Ms*** experience 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
When I transferred by service (after having spent a great deal of time and effort negotiating the process and trying to resolve the service issues), I was told that FIOS 30/was not available in my new location, and my only option would be the 50/at the higher rateWhen I initially called about my move (and provided my new address), this information about availability was not providedIn other words, when I was negotiating the $monthly credit I was not told that it would need to be a credit on a higher rateHad this information been shared as appropriate, it would have influenced my decision making and I likely would have gone with another option for internet service, given the extraordinarily poor technical and customer service I have experienced with Frontier over the short course of time I have been with themI appreciate Frontier waiving the $transfer fee, but I feel like offering me a monthly credit then withholding information about my new rates is unethical and misleadingIn order to resolve this issue, I want to receive the 50/service at the cost of the 30/service, with the promised $monthly credit
Regards,
*** ***