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

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,
*** ***

Frontier CommunicationsThank 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 does not owe the balance on her account due
to the services never being
installed.Ms*** would like her account to be zeroed out and not to have the
credit debited back.Frontier has investigated the above
statements and offers the following response:Frontier review the account and we have credited the account the full amount remaining to bring the account to a zero balanceFrontier has contacted customer and informed her of this credit bringing her account to a zero balance and that it will not be debited backIt also should fall of any report that will reflect negatively on her account.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 Specialist: William T*** 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: *** *** states he has names and dates of over times trying to resolve Frontier overbilling him and mentions that he spoke
at least five times to supervisors who stated it would be resolved*** *** stated Frontier added DISH Satellite TV to his account on a minimum plan in October and he should have received local channels and major networks at a low costIn December *** *** notified Frontier he was not happy with DISH and requested to disconnect themHe was told he had to contact DISH directly to cancel*** states DISH refused to disconnect so he called Frontier backFrontier told him they could separate the billing so that DISH would just bill him directly and he would have to continue to negotiate directly with DISHFrontier continued to bill him for DISH for the next four monthsDuring this time Frontier increased our bill from to per month all done without our approval or knowledgeImmediately we were able to get Dish to agree there was no contract between us and that they stopped all service and credited us for services from May All bills were deleted and equipment was returned to DISH NetworkFrontier continued to bill us for DISH Network for more monthsUntil the start of August We disputed these payments with Frontier every month with on average calls per monthEach time were promised an immediate solution to the over-billing*** *** stated Frontier owes him for four months of service for DISH Network Frontier has investigated the above statements and offers the following response: Frontier has made several attempts to contact *** *** via phone and emailed regarding this issue and was unsuccessful in speaking with himFrontier has mailed Mr*** a letter with direct contact information if she needs any additional assistance. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that he 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
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,
*** ***

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: Frontier placed Mr*** in a contract and Mr*** was not aware he was being placed in a
contract. Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on April 13, and cleared up some miscommunication and information that customer was providedFrontier has given Mr*** the option of paying higher prices for month to month service or staying in contractMr*** needed time to consider his option. 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 has reviewed the account of Mr*** and finds that the quote made on 4/28/was incorrect and the accurate monthly recurring charges should be $to include equipment, plus taxes and surchargesThe order written did not generate the correct promotional codes, so an order has
been placed adding them for future billingThe 5/17/billing statement did also have prorations as due to the changes on the accountFrontier has issued an adjustment in the amount of $for the missing promotional credits, leaving a valid balance for the 5/17/billing statement in the amount of $Frontier does apologize for any miscommunication or inconvenience caused

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

Frontier issued credit totaling $which covers one month of service including taxes and surcharges on 3/15/We trust this information will assist you in closing the complaint

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 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,
*** ***

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

Thank you for referring the complaint of Emily *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention. The Complaint states that:Ms*** states that her credit card was charged twice in one month for the same statementMs*** also states
that services were added without her authorization Frontier has investigated the above statements and offers the following response:Frontier investigated Ms***’s account and advises that two payments were made through Frontier’s online bill payment app in errorFrontier advises that this error was corrected and Ms***’s credit card account was refunded $for the duplicate payment.Frontier advises that the Frontier security was added to Ms***’s account in errorFrontier confirms that the service was removed and Ms*** received credit for this on her November statementFrontier spoke with Ms*** on December 7, and reviewed this information with her.Ms*** is satisfied 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 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

Thank you for referring the complaint of *** *** to our office for review We appreciate Ms*** bringing this matter to our attention.The Complaint states that:• Ms*** states she has scheduled her service installation times since September and states each time
the Frontier installation Contractor cancels the service on the day it is scheduled.• Ms*** wants the services installed. Frontier has investigated the above statements and offers the following response:• Frontier has record of an order for Internet that was issued on 11/11/under order #This service order did not reflect the full physical address and was missing the space number so Frontier was unable to install the serviceA new order under order #*** was issued on 12/5/with a due date of 12/16/The due date was moved to 12/21/due to workload An escalation was put in to expedite the installation to 12/19/after 3:pm however Frontier was not able to meet the escalated due date and the order was cancelled on 12/19/ • There are no active service orders to install Internet for Ms*** at this time • Frontier apologizes for any delays that Ms*** has experienced with getting Internet establishedFrontier has reached out to Ms*** and provided her a direct contact number to place a new order if she is still interested in establishing services with Frontier. We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** has experienced as a result of the above matter.Sincerely,Frontier Executive Customer Relations

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 was offered a price of before taxes with no mention of a contractShe said her
September bill was over $Ms*** stated she called Frontier and was told the only way to get the promised price was to commit to a two year agreement, paying $for the first year, then $the 2nd yearFrontier has investigated the above statements and offers the following response: Frontier found that all promotional discounts had not been activated on Ms***’ billing and corrected that on September 26, Frontier credited the difference between the amount Ms*** was billed and the amount she should have been billed from August 13, to September 26, There should also be a prorated credit under the new charges on the next bill for the time period of September 27, to October 12, Frontier will review the October 13, bill to verify the prorated credit was generatedFrontier will honor the quote of plus taxes and surcharges for one year with no contract 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

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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advised that she would like to have the tech fee waived and month credit for fully loaded
entertainment pack for Ultimate Television Frontier has investigated the above statements and offers the following response: Frontier spoke to *** *** and advised that credits have been applied to her account and will be reflected on the next billing statement 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 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: ###-###-####

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 How sad it is that Frontier treats it's long time customers in this manner, but thanks to the Revdex.com which makes these businesses do what they should in the first place Thank you Revdex.com!
Regards,
*** *** *** ***