Frontier Communications Corp.

The Business customer has experienced Internet issues since Thursday May 12, 2016. Frontier has investigated the above statements and offers the following response: Frontier has investigated the customer ’s account and determined a trouble ticket had been placed on May 12, Frontier found repaired several drops that had been cut to several homes by a mower. Frontier has issued a credit which will reflect within one to two bill cycles.Frontier left a follvoicemail for Ms*** to call and confirm the service is functioning. We provided our contact information.Frontier's position remains the same.Frontier does not compensate for loss of business and would not be issuing additional credit towards the customer finding another provider

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 Frontier on January 28, to see if they would match a price for service I
received from Spectrum-their competitorThey did in fact match the price and services plus gave us a $Amazon gift card which we would receive in daysTo do this they had to close our current account with them and open a new account with a different telephone numberThey scheduled a technician to come out 2/4/to change our boxes out since we were getting a higher speed of internetThen they would close the old account and open the new without interruptionMs*** explained tech never arrived and that Frontier is not honoring the price quoted Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on February 24, 2017. Frontier has provided credits, promotions and reviewed services. Frontier as scheduled a tech visit for February 27, between 8:am to 12:pm and Ms*** is satisfied with the resolution. Ms*** agreed to close Revdex.com complaint as resolved 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attentionThe Complaint states that: Ms*** advises that she was charged an Early Termination Fee, yet services were not canceledFrontier has
investigated the above statements and offers the following response: Frontier Communications removed the charge of the $Early Termination Fee on 10/18/making the balance due on the account $for services rendered between May 11, 2016-September 1, 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 have not spoken to frontierNo way can the balances be validPlease keep the complaint open and advise frontier keep channels of dialog between me and frontier openI did not request accounts and balances are not valid.
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,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: *** *** advises that she was billed a $early termination fee and did not sign a contract with
Frontier or Verizon Frontier has investigated the above statements and offers the following response: Frontier applied the $credit to *** ***’s account for the early termination fee. A Frontier representative spoke with *** *** and advised the credit was applied to her account. *** *** 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 Communications Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate
the Revdex.com bringing this matter to our attentionThe Complaint states that: Ms***’s phone package and term of service, automatically renewed without the customers knowledge, so when she disconnected with Frontier at the end of her term, she was told the early termination fee would be $Frontier has investigated the above statements and offers the following response: Frontier prints on the customers billing each month the term or contract dates each month, but since the customer did not see that this was automatically renewed for her, in an effort to keep the discounted rates, Frontier did credit the $early termination fee that was billedWe 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 matterFrontier Specialist: Rita F* Department: Customer Relations

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 him bringing this matter to our attention.The Complaint states that:• Mr*** states that when he called to reduce his bill after his promotional period ended, the price that Frontier previously gave
him was incorrect and he was advised it was not available any moreHe was given another price, however his next bill was still incorrect.• Mr*** advises that due to the billing issues, he decided to remove TV and upgrade his internetHe confirmed there would be no early termination fee (ETF) but he was billed a $ETF anywayAfter several attempts to get this corrected, the ETF has still not been reverswas removed once but days later was back on the next statement. • Frontier has investigated the above statements and offers the following response:• Frontier apologizes for the billing issues he encountered when he tried to reduce his billingThere were missing promotion codes on the account which caused billing errors.• Account review shows that an agent reversed the $ETF credit believing that it had already been issued and removed what they thought was a duplicate credit. o The $credit has now been applied and will appear on Mr***’s January 4th statement. o A Frontier representative left a message for Mr*** to advise him that the credit has been applied and provided a contact number for questions. 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.Sincerely,Executive Customer RelationsFrontier Communications

I feel that their response is just lip service. They basically said in a polite way that they know that their is a problem and are investigating it. This has been on going for months!! As they stated they do not guarantee internet speedWhich I understand. The complaint here is that I have NO internet service any where from to days a month This issue will not be resolved Until this I have consistent internet service with out prolonged outages. Which is the service I pay for.
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 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,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** *** advises he was quoted $by FrontierHe paid ***-House $Mr***
states that his roommate was told the additional fees where his set top boxThe boxes are not included in the contractHe would like his bill to be $Mr*** *** advises he will refuse to pay $versus $per signed contract Frontier has investigated the above statements and offers the following response: Frontier advises the records have been reviewedFrontier contracts do not include equipment and taxesThe contract consist of the speed of the internet and his channel line-upThe taxes and equipment can vary per customerFrontier has established a twelve month credit to assist with the additional fees as a courtesyFrontier advises please allow 1-bill cycles for this updateThe charges for the equipment and taxes are validFrontier has sent Mr*** an email with our direct contact information, should he have any additional questions concerning this matter We trust that this information will assist you in closing this. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

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 that Frontier response does not address his numerous loss of serviceMr*** would like credit for the time his service was not working Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and we only show one repair ticket in July which was closedFrontier took this into consideration and we credit the Early Termination fee which was $however there are no other tickets to show repair issues and no further credits will be issued 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 reviewed the installation order and found that the customer should have received credits totaling $on the first bill to offset the installation charge. However the credits did not appear on the bill. Frontier has applied credits totaling $and
the account now reflects a zero balance Frontier apologizes to the customer for the inconvenience and has placed a trouble ticket in regards to the billing issue

Thank you for referring the additional concerns of *** *** to our office for review. The additional concerns states that:• Mr*** advises that he has not received a call from Tier II technical support and is still experiencing the same internet issue.Frontier has investigated the above statements and offers the following response:• Account review shows that Mr*** has now been contacted both by phone and email and appointments for troubleshooting have been setup.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.Sincerely,Executive Customer RelationsFrontier Communications

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*** is disputing the monthly fee for non-published number charge and the taxes and surcharges on his bill.Frontier has investigated the above statements and offers the following response:• Frontier advises that monthly recurring fees, taxes, and surcharges are not included in the package price and are subject to change.• Frontier communicated the above information by phone on October 24, and included direct contact information.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 want the credit for the over payments I made because my bill should have been $From April 28th to the September bill. I over payed on the April bill I paid $and amount of over payment was $according to the Supervisor I spoke to because I only had internet with them a few daysAnd in the May bill it should have been $because I only had a basic local phone plan and I paid $and I did the previous bill where I was told . This is the amount my bill should have been until October 2. The over payment should have been credited to my account instead of them using it to cover up their mistakes
Regards,
*** ***

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 found Ms*** obtained new Simply BB Ultra internet service on July 24, Frontier advises the promotional price point for Simply BB Ultra is $per month before any applicable sales tax and service charges for (twelve) months.Frontier confirms an order was placed to add the
appropriate discount and Ms*** will be billed at a rate of $per month going forward.Frontier states a credit in the amount of $was placed on Ms***’s account to offset the price difference.Frontier was unable to contact Ms*** to advise of above We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** D*** may have 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 attention The Complaint states that: Customer was set up on autopay, somehow it got cancelled and went to paper billing and he received a double bill with a
late fee. *** called to have the late fee waived and was denied so he cancelled the service Frontier has investigated the above statements and offers the following response: Frontier reached out to the customer waived the late fee and offered to issue one month of internet service at no charge and to give only charge him $for the next months. *** agreed and was satisfied and stated okay to close the claim. 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