Frontier Communications Corp.

The Complaint states that: Ms*** states she has telephone service issues that are unresolvedFrontier has investigated the above statements and offers the following response: Frontier’s review found that an order to disconnect service was received May 3, and due to the removal of the
service no further investigation on the reason for the interruption can be conductedFrontier has issued a service credit for $and waived the early termination fees

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

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

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 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
It appears that what they are saying is when we sign up for service we guarantee payment of whatever they charge us, but they won't guarantee service I do not recall ever authorizing auto renewal, but since I have been a customer for almost years it could have happened in the distant past Their claim that the information about the auto renewal may be true, but it is hidden on the last page amid other fine print which 99% of customers do not read I feel Frontier is using deceptive business practices to keep customers from leaving them In doing some on line research I find literally thousands of complaints about their service and business practices I have forwarded a complaint to the MN Attorney General as well
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 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*** advises of billing and customer service issues. Ms***’s internet was disconnected in early January due to a check being returned when she had experienced fraud on her bank account. Ms*** had paperless billing. Ms*** received an automated email advising of the online payment rejectionMs*** made a payment with a credit card to restore services on 1/12/She was advised services would be restored within 24-hours. Services were not restoredMs*** contacted Frontier multiple times to inquire about services and was provided with a trouble ticket numberMs*** was eventually advised the issue was in regard to a payment issueMs*** does not wish to pay for internet services she did not receive Frontier has investigated the above statements and offers the following response: Frontier records reflect the account was suspended for non-payment on January 4, This was caused by the 4th returned payment on the account since January Ms*** contacted Frontier on January 13, 2017, making a payment of $ Due to the payment history and the balance on the account, the full balance was required to be paid to restore servicesAt that time the balance would have been ($Dec, bill + $November, bill Charge back, + $Charge back fee) $95.11. Ms*** was incorrectly advised of the amount needed to be paid to restore services. Tech notes from January 20, reflect Ms*** was advised she was suspended for non-payment.Ms*** contacted Frontier on February 2, and requested a disconnection of servicesThe account has been provided a credit of $34.99, equal to the monthly billing for the internet servicesThis will be reflected on the February 16, bill statement. Additional automated credit will be reflected on that bill for previously billed amounts 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: Brian M*** 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
the frontier representative was courteous as always, an offer of one free month of internet service was made this in no way fixes my issue of poor internet speeds it was said Frontier was waiting for people to leave the network so others internet speeds will increase, the number of people that are on the network at peak times is not the issue, those people were sold a package claiming certain speeds and it is not being metthe fix to this issue is for Frontier to improve the NAP (Network Access Point) and the lines which supply it's throughput Frontier should also review their business model of how many times they can sell one megabyte to how many customers so it reflects current customer usage and this should be regulated by the State within which the service is supplied
Regards,
*** ***

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

Frontier CommunicationsThank 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 that she has been experiencing intermittent speed and connectivity issues with her
Internet service from Frontier.She has also
bundled Dish and ask that it be removed, along with receipt for a late fee
charge of $7.50. Frontier has investigated the above statements and offers the
following response:Frontier advises that changes made to an account will update within days from the date services are changed.This time period is required to ensure all outstanding charges or credits are posted to the account.Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.We left a direct message to Ms*** *** and apologized for the inconvenienceWe advised of Frontier policyWe 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: Bridget
G*** Department:
Executive Relations

Frontier Communications has received notification of a complaint from the above individual. According to the complaint: Ms*** advises she has been without landline services with frontierFrontier has investigated the above statements and offers the following
response: Frontier attempted to reach out to Ms*** on April 3, 2016, April 4, and April 5, and left messages for her to callOn May 5, we sent her a letter to call us if she still needs assistance resolving this issue We are confident that our response has been sufficient to address these issues. If Ms*** has any additional questions, please contact Gina D*** at ###-###-#### Ext*** who is handling the resolution of this issue We trust that this information will assist you in closing this complaint

October 4, 2016BB ID No: 11721839Thank you for referring the complaint of Raul *** to our office for
review. We appreciate the matter being
brought to our attention.In the complaint Mr*** expressed concern regarding ordering
internet and telephone service and paid a deposit
that was immediately drafted
from his account, in the amount of $46.00. He is seeking the return of his $or pay interest on his money for
holding days.Our records indicate there is currently no active service for this
account. The records show there was not
terminal for this address is cable for High Speed Internet. There was no location of a paid deposit on the account. Should Mr*** provide proof of payment,
the deposit payment will be investigated. We sincerely apologize for any confusion this matter has caused. Should Mr*** have additional information
he can provide, we will reopen the case and investigate furtherSincerely,Felicia T***Executive Customer Relations FRONTIER
COMMUNICATIONS

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 charges about the equipment rental the business was talking about did not even come up on the initial contact which should have been brought up since it is a major part of the billThe bottom line was I was promised $monthly for the entire package offered and that is not happeningEvery time I look at my bill I feel Like I was duped at signing up for the packageWhen you agreed to someone for a certain amount you stand by that agreement not insert some sort of charges to pad up your profit marginThat is just plain deceiving and fraudulentThank you very much for your time on matter!
Regards,
*** ***

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 in September she called Frontier to advise that *** *** was offering her $per monthMs.*** states Frontier offered to retain her at per month however we she received her bills it was for $Ms.*** states she has called in and keeps being told that the best offer is per monthMs.*** would like credit on each bill for the missing rate since September or to cancel the service and only be billed for the days she had the service instead of the $that was billed in advance Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and we show the following rates $for the data and TV bundle plus $for DVR box plus taxes and fees.Frontier shows that the account was disconnected on March 29,2017, the final bill will credit the account for the days that the bill was charged in advance and the customer will pay for the day’s service was active March to March 29,2017.Frontier called to review the case and have left messages. 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
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,
*** ***

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

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 ***, and find that this resolution is satisfactory to me. I recommend Frontier spend some time training their employees on good customer service, which should include pricing policy and problem resolution. We wasted over hours on phone calls and chats to people who apparently just say what you want to hear and then do nothing they have promised. I wonder how much additional revenue has been raked in by all this over billing? Millions? I heard a lot of stories that were much worse than ours!Thanks Revdex.comI don't know what we all would do without you.
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: Ms*** states that her services was interrupted starting August of 2017.Ms*** requesting a full refund.Frontier has investigated the above
statements and offers the following response:The information provided by Frontier is directly related to information obtained during the investigation; which is based on Frontier’s account notes from billing, sales, tech support, and the order historyFrontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that MsStilp
has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager