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
My bill was to be brought back down to the correct amount of $107.42, Richard ###-###-#### x *** assured me he would take care of it. However, I just received my new bill and I almost fell off of the chair as it's for $224.98. I called Richard. He did not answer. I left a message on his voice mail. Dear Revdex.com: how in the world can a company want to set a bill at $and then they send out a bill for as they did last month, and this month again they said they were adjusting my bill to $and then they send me a bill for $!! They have demonstrated time and again that they are incompetent and they do not do what they say they are going to do.
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.Frontier states that their customer service representative is not authorized to have an early termination fee waivedMy problem is I have an email from this representative stating that he was authorized to have this fee waivedHow is it my problem that I acted on this informationI had no way of knowing he wasn't allowed to make this decisionThe only reason we took action and switched companies is because of what this representative told meI should not be the one that is penalizedIf he would have told me that we had to pay a fee we would have probably just waited out our termIn my opinion Frontier needs to honor the documentation that I have because I had no way of knowing that this representative didn't have the authority to do what he didThis is a terrible way to do businessIts not my fault that their representative was maybe just trying to appease me to get me off of the phone that day
Regards,
*** ***

Frontier Communications Thank you for referring the complaint of *** *** to our office for review
We appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** advises she calls Frontier Communications and holds for a long time or the call endsMs*** reports Frontier is sending her billings saying she owes since June, when she has been making payments online through her bank, and Frontier has overcharged herMs*** is disappointed as she pays a lot for her internet and she has been sent to Collections Frontier has investigated the above statements and offers the following response: A Frontier Customer Service Representative has attempted to contact Ms*** at her can be reached number and email and has remains unsuccessful.After further investigation, Ms*** has a past due amount that has been rolling over every month since February 2016.If Ms*** still seeks resolution, a representative has sent correspondence to the customer with information to contact the Frontier Representative 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 Specialist: Gabriela C Department: Consumer Relations Telephone Number: ###-###-#### Ext2611 Fax Number: ###-###-####

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: *** *** has states that on April 25, called Frontier Communications to remove digit voice from his package and TV
programing only keep the Fios internetWas made unaware of the early termination fee $and was being charge for the Res VoIP line $Frontier has investigated the above statements and offers the following response: Frontier has credit back the account the early termination fee $and for the last three months for the Res VoIP line $And the customer has been made fully aware of the credits that have been applied to account; the customer has my direct information to contact meWe 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 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

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: ###-###-####

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

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 Thank you Revdex.com, because of you I believe they will resolve the problem
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention. The Complaint states that: When Ms*** called to set up Frontier services, a hard credit check was ran and she was told Frontier could
not find a match for her identityThis happened several times, which generated at least previous orders that were cancelled once Frontier could not find a matchAfter multiple attempts, the match finally went through and an order was placed When trying to schedule a date for the installation, Ms*** was told that Frontier could only apply a 1pm-5pm time slot for the technician, and Ms*** stated that will not work as she is a teacher and is needing a time window after 3pmFrontier advised that could not be promised and the order was put in holdFrontier has investigated the above statements and offers the following response: Frontier records show an order for service for Ms*** was placed and scheduled for Saturday, 10/28/Frontier contacted Ms*** in advance to advise of the new install date and that the Technician would call in advance to let her know when they were on their wayMs*** confirmed that this worked for herOn 10/28/2017, the order was marked as Complete with successful installationWe 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: Mr*** recieved $in promotional credits for having a year agreement.Mr*** did not fulfill his commitment and a chargeback of those credits would be greater that the early termination fee he was billed.Frontier previously waived $in fees.Frontier finds Mr*** termination fee is validAt this time this account has a zero balance.We regret any inconvenience that Mr*** may have 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*** states he is receiving a bill for $for a service he never hadFrontier has investigated
the above statements and offers the following response: Frontier found an installation order for Mr*** that was noted it should be cancelledThe order was completed in error and generated the $before the disconnection processed. Frontier credited the $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 find that this resolution is satisfactory to me Henry took care of my complaint and actually did what he said he would do - this is a first for Frontier Goodbye frontier, goodbye
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
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,
*** ***

Thank you for referring the complaint of *** *** to our office for review. We appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he had an appointment with Frontier to have his internet service repaired but Frontier
missed the appointment multiple timesMr*** advises that Frontier needs to fix his internet service and make an adjustment on his billFrontier has investigated the above statements and offers the following response: Frontier advises that the technician arrived at the customer’s premises on April 23, and repaired Mr***’s internet service.Frontier advises that Mr***’s April 7, bill has been credited in full, in the amount of $56.48.Frontier attempted to contact Mr*** on April 24, 2018, April 25, 2018, and April 26, to confirm that he was satisfied with the repair work but has not yet received a response from the customer We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr*** 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
The phones worked for a day or two and then the noise and roar is back on the phones againThey have told us that the problem is in a stretch of wiring and the wiring will be replacedHowever, none of the wiring is replaced and the telephone service is still not repaired.
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier has made multiple attempts to contact the customer, however, no valid contact information was provided.Frontier advises Ms*** requested to disconnect her services on March 24, 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 Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The Complaint states that: Mr*** advises Frontier that he has a billing discrepancy with FrontierFrontier has investigated the above
statements and offers the following response: Frontier spoke with Mr*** on March 28, and we discussed the bill and chargesFrontier referred the customer to speak with the outside collection agency about his account.Frontier sustained the balance that is owed on 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*** advises Frontier he is unable to get DSL internet installed at his residence. Frontier has
investigated the above statements and offers the following response: Frontier advises we spoke with Mr*** on December 15, and advised that internet service is not available in his area at this time and no plans in the foreseeable future to expand availability. 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

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: Ms*** is disputing the billMs*** states she was promised credits and have not seen them appear on the statementsFrontier has investigated the above statements and offers the following response:Frontier’s investigation found that all promised credits have posted to the account. The total credits applied to the account is $288.44. Credit in the amount of $appeared on the January 1, statement and the remaining credit of $will appear on the February 1, statement. Frontier has also made the correction to stop the billing for the telephone service, the package will now include the Internet and Television services provided by Frontier and this will reflect on the February 1, statement. Frontier has made several attempts to reach Ms***, unfortunately, our attempts have been unsuccessful. Frontier has left messages on the contact number provided with our call back information should Ms*** have any further questions or 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
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