Frontier Communications Corp.

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

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 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,
*** *** *** ***

Frontier has investigated the above statements and offers the following response: Frontier advises that correct price for the package Ms*** subscribes to is $for the first months and $plus $for equipment months 7-of the two-year termFrontier advises
billing is assessed one month in advance for all monthly recurring chargesMs***’s first statement covered prorated charges from date of install June 9, through July 1, and one month in advance covering service dates July 2, through August 1, Frontier advices HBO was added to the account for three months free and due to isolated service order error was double charged and promotion did not applyFrontier has corrected the error and credited the account $Frontier spoke with Ms*** August 17, and advised of the above 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 *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that:Ms*** stated that she was advised by Frontier that $would be credited once the new bill cycle beganShe sent her payment less the $She was then billed a late charge of $9.00. Frontier has investigated the above statements and offers the following response: Frontier credited the late charge of $on the 11/01/billThe bill showed a balance of $carrying forward from the previous monthThe credit of $that was issued was for $plus $in taxesOn the paper bill, the $portion of the credit shows under the section Other Service Charges and Credits on the November 1, billThe taxes are deducted under the Detail of Taxes and Other Charges Section of that same billGiven Ms***’s understanding that the credit would be immediate, I reissued the $credit so it posts immediately and I credited the$ late charge 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 Revdex.com bringing this matter to our attention The Complaint states that: Mr*** advises he disconnected his phone service to keep only internet for $ Mr***
advises he was billed a disconnection fee and incorrect price for internetFrontier has investigated the above statements and offers the following response: Frontier has corrected Mr*** internet price to $ that is guaranteed for years but can be affected if changes are made.Frontier has credited Mr*** for the $ disconnect fee as he did keep the internet service with Frontier, along with an out of service credit for $ 17.33.Frontier spoke with Mr*** on September 6, and discussed the aboveWe 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 reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: *** & *** *** state that Frontier told Ms*** that she would be getting High Speed Internet & DISH’s Top
programming for $Frontier has investigated the above statements and offers the following response: Frontier advises Ms*** that Dish is charging $for an additional receiver, $for the Top programming and additional taxes.Frontier conferenced Ms*** with Dish in an attempt to get the price reducedDISH offered a $reduction per month for a year which Ms*** refusedFrontier has provided Ms*** bill copies from Dec to April at her request.Ms*** has been provided a direct number and extension for any further questions and concernsWe 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 *** E *** to our office for reviewWe appreciate *** E *** bringing this matter to our attentionThe Complaint states that: Ms*** states Frontier withdrew two amounts of $on April 25, and May 11, Ms*** states she
called Frontier and Frontier advised she had a credit on the account of $due to the account being overpaidMs*** states she then received another email stating she owed $on her accountMs*** advises she needs clarification as to what is owed on her accountFrontier has investigated the above statements and offers the following response: Frontier reviewed Ms***’s account and found that Frontier did receive two payments of $on April 25, and May 11, Ms***’s Frontier account now has a credit amount of $on it.Ms*** spoke with a Frontier representative on May 16, who initiated the refund process for the over payment of $191.00. Ms*** will receive the refund in three to five business daysFrontier contacted Ms*** on May 18, and explained the information aboveMs*** requested to remove the auto pay with Frontier Auto pay has been removed as of May 18, 2016.Ms*** has Amanda E***s direct contact number of ###-###-#### if she has additional questionsWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** E *** 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*** indicates that Frontier was
supposed to disconnect his services on 7/24/Mr*** was concerned with the amount on his bill, because he was still being charged for services he had cancelled Frontier has investigated the above statements and offers the following response: Frontier found that the services were disconnected on 9/13/Frontier credit back to 7/24/in the amount of $309.50, and left a remaining balance of $Frontier tried contacting Mr*** on 10/13/and 10/14/16, with the results with no responseFrontier sent a letter to the customer with the contact information, if there should be any other 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

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 paying between $53.00- $per monthMs*** states when she called she was advised it was a mistake and that she would get adjustment to continue to pay $Ms*** states her next bill was $when she called in she was advised it would be fixed however she has not received a creditMs*** would like to know why her bill increased Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and we show that on September 21,the lifeline discount was removed from the account.Frontier reached out to find out the reason the lifeline was removed and we were notified that the renewal form was not returned to continue the lifeline discount.The statement credits for the lifeline discounts were stop and the October statement reflected the monthly charges plus taxes without any discountsThe remaining balance on the account is correct as Frontier cannot issue any credit for lifeline discountsWe 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 *** *** to our office
for reviewWe appreciate Ms*** bringing this matter to our attention.The Complaint states that:Ms*** *** has requested to have a credit balance refunded immediately.Frontier has
investigated the above statements and offers the
following response:Frontier advises that we spoke with Ms*** *** on July 13, and advised of our refund policy is to issue it days from the date of service disconnection or termination.This time period is required to ensure all outstanding charges or credits are posted to the closed account.Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.We continue to explore options to ensure a consistently positive service experience for all customers and regret the inconvenience.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: Bridget
G*** Department: Executive 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
I do not except this as an answerNo one can seem to explain to me that my house is the "AREA" they are saying they don't deviceI don't live in any separate AREAI live with in feet of neighbors that have frontier internet serviceWhy am I being singled outThis is NOT acceptable.
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
• Per Frontier records, Mr*** had phone, internet, TV and a $Loyalty offer. Mr*** removed the phone and TV he forfeited the $Loyalty creditThe credit was no longer eligible for a single service. Regarding to above Frontier's feedback, its a misleading messageIf they check clearly the conversation between me and the sales agent, they will find out I do the cancellation first, then I negotiate the single internet service rate with herThe agent at first proposed the $74.99, then I told her another internet company is offering $with same speed service, and Frontier new user promotion is lower than that as wellAlso I told the agent that i've been with Frontier since beginning of the business that they took over Verizon FIO, the agent check behind the screen and consider me as a loyal customer, she is willing to offer me the rate of $I took it and conversation was over, that is the same agent cancelling my TV and phone service, so there is no excuses for Frontier saying I lost the deal because of cancelling any servicesAgain, I took what they offered in the beginning, their sales agent representing the company, and they should honor what they offer as that is consider as a business commitment!My request is simple, I didnt ask for more, I only request them to honor the offer I had, and credit me back the extra fund they charge to my account.Have a good day
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

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 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

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

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. After a outrageous amount of calls I was able to resolve the issue
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: ###-###-####