Frontier Communications Corp.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Laurie H from Frontier did contact me on August to discuss the matterLaurie was kind and patient and obviously adept at handling extremely annoyed customersLaurie gets an A+Frontier on the other hand, is structurally out of controlThe first sales order mysteriously dropped out of "the system" - yet the billing portion of "the system" picked it upThe Frontier sales department are either completely misinformed, at bestOr perhaps maliciously fraudulent, at worstThe service, package deal and costs were severely misrepresentedAnd then my order was 'crammed' with services I neither wanted or even discussed.To make matters worse, when one phones Frontier SALES department, one is connected to a representative immediatelyBut when one calls back because a $charge metastasizes into $for *DAYS* of half-speed services, good luck getting anyone even slightly competent on the phone in less than hoursNo, you'll get a CRM script reader who mumbles something about being "sorry you feel that way".In summary - it took phones calls TO Frontier, and an estimated eleven cumulative hours of my life to get this straightened outFor the record I started warning Frontier somewhere around call #18, that was about to start filing formal complaints in multiple venues, if they didn't knock off the aggravating, circular shuck and jive routineagain, no one cared, until I made good on the threat.There is no way that a service credit and apologetic phone call can make up for the rigor of this experienceBut I am relieved that someone in authority has at least fixed my erroneous billing and provided a direct, non-call-center contactWith that, I am satisfied to close this caseThank you Revdex.com! Thank you Laurie H! Frontier? Get your act together!
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
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 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that that he contacted
Frontier to make a change to his television service and was told his billing would be plus taxes, however he received a bill for $When he called to inquire they told him to pay that amountFrontier has investigated the above statements and offers the following response: Frontier states they spoke with Mr*** to advise that his credits would be appear on the next bill cycleFrontier set a follow up for March 3, to make sure that applicable credits would be issued and no late feesMr*** is satisfied with this solution 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 find that this resolution is satisfactory to me.
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*** experienced issues accessing Video on Demand (VOD) during the transition from Verizon to FrontierMr***
states that his bill has increased compared to his prior bills and has not changed anything on his Frontier account. Mr*** states he would like to cancel his contract with Frontier without being billed an early termination fee. Frontier has investigated the above statements and offers the following response: Frontier understands that some customers experienced issues viewing the previously available Video on Demand (VOD) content during the transition from Verizon to Frontier. VOD content is now available, and Frontier is continuing to add more titles each day, including those movies and TV shows previously purchased by customers. Frontier apologizes for any inconvenience this may have causedFrontier is continuing to add more titles to Video on Demand (VOD) each day. Frontier has loaded the majority of film and TV entitlements as well as the most popular titles and is working diligently to load the remaining content. We have appreciated our customers’ patience as we complete the VOD library.Frontier reviewed Mr***’s Frontier billing statement and found that an additional television receiver was added on for $a month.Mr***’s current contract including all terms and conditions for any services previously provided by Verizon’s local exchange operations in California, Texas and Florida will be assigned to Frontier CommunicationsFrontier will maintain all terms and conditions of the relevant portions of the current agreement through its expiration.Frontier will continue to honor the promotional pricing originally offered by Verizon through the promotional period.Frontier spoke with Ms*** on August 10, and advised the above information.Frontier explained the contract terms above and that Frontier would not be able to remove the contract off the Frontier serviceMs*** informed Frontier that she would like to remove the additional television receiver that was added to her Frontier account and Frontier processed this request 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 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

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 in his rebuttal that the documentation that he provided did not state that the promotions were temporary and had no expiration datesThe documentation he provided was a Billing EstimateMr*** requested to know where the promotional discounts and expiration dates show.Frontier has investigated the above statements and offers the following response: Frontier reviewed Verizon bills that were provided to Mr*** from March 4, to and including the last Verizon bill sent on March 4, before the transition to FrontierOn each bill, there is a page where the internet charges and discounts are itemizedOn the Verizon bills that were generated to Mr*** between March 4, and March 4, 2016, the following discounts and expiration dates were itemized: “MoInternet Contract Discount thru Jun 18, -5.00” and “Loyalty Credit thru Jun 18, 2016 -35.00”Frontier honored the $and $discounts to the expiration date specified by the Verizon billing.Frontier set up a $Valued Customer Credit for one year from July 4, to July 3, for Mr***’s 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

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

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 her daughter *** ***, contacted Wells Fargo and requested that they reject this charge to her account and not allow them further access to their account Frontier did NOTHING to credit her account back It was do to my intervention with Wells Fargo (and I have a letter confirming this) My Mom states that she was contacted sometimes with Frontier and Verizon, but no one ever stated how her bill could be lowered, only additional services to raise her bill I still believe they are charging an outrageous amount for just a home phone with long distance capabilityI don't believe this company, since I received different answers from different individuals..even one stating that if I had not called, we would not get any refund.As the company stated, I was told that the bills crossed in the mail..but I called them and was assured that my mother's account would not be chargedAs soon as we receive the 4/day credit to her account..I would like to be finished with these people.If you call resolved, with them ripping people off, then once this last payment is made..I guess it is resolved
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier determined that the services were installed on May 4, 2017.Frontier advises that previously, a onetime adjustment was issued regarding the missed commitmentFrontier spoke with Ms*** regarding a
previous interaction with a Frontier representative.Ms*** advised that she did not receive a follow up call regarding the conversation as advisedFrontier advises that this opportunity will be taken to address the above internally.Ms*** presented no further questions or concerns 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: *** *** 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 reviewWe appreciate *** ** *** bringing this matter to our attention The Complaint states that: *** ** *** states he was advised that purchasing a WiFi extender it would double his internet speed*** ** *** also wants the early termination fee waived as well Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate the account was adjusted the cost of the WiFi extenderFrontier advises upon reviewing the account our records indicate the account late fees have been adjustedFrontier advises upon reviewing the account our records indicate the account was receiving a discounted rate for service in a two-year termFrontier advises upon reviewing the account our records indicate *** ** *** was advised on December 5, that his request for disconnection of service would result in an early termination fee would be applied to the accountFrontier advises Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee. Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.Frontier advises that Frontier has been in communication with *** ** *** via email and has advised the early termination fee will be sustained on December 13, 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

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

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

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 you bringing this matter to our attentionMs*** expressed she has experienced billing concernsFrontier records indicate on February bill, Ms*** was billed $which had overages
Frontier issued credit of $on 2/6/to correct the bill. In the process of addressing the concerns, the customer disconnected service on 3/1/Credit will be applied accordingly from the date of disconnect up to the billing dateWe apologize for any inconvenience Ms*** experienced as a result of the above matterWe trust this information will assist you in closing this complaint

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,
*** ***
I did speak with Frontier and NEVER agreed that the date was changed to the 17thIn fact the gentleman I spoke with admitted that the only notes he had on the account were that it was disconnected on the 17th- That was my original complaintWe asked to have it disconnected on the 20th! I am upset that even after I spoke with them and they apologized admitting to their mistake and stating they would speak to the supervisor who handled the call that they are saying otherwise to you

Frontier has investigated the above statements and offers the following response: Frontier sincerely apologies for the delay in getting Ms*** internet repaired and missing our commitment on February 26, 2018. Frontier had rescheduled the repair date for March 14, 2018, however,
due to flooding in the State of West Virginia, a State of Emergency was issued on February 28, for counties. The inclement weather that followed has caused Frontier to temporarily place an escalation freeze for due date missed commitments and expedited requests. Exceptions to the freeze are hazardous condition, medical emergency and VIP emergency repair called in by law enforcement and other agenciesThe representative handling this complaint has advised Ms*** on March 13, that her appointment scheduled for March 14, may not hold due to the freeze in place, as our technicians are assisting in other locations with more severe conditionsThe freeze is scheduled to be lifted on March 23, 2018. Ms*** expressed her dissatisfaction with Frontier, stated that she has been out of service for almost one month and sternly stated she wants Frontier to repair her internet on March 14, and she will re-escalate her complaint to the Revdex.com if notFrontier is working closely with the field and will update the freeze dates accordingly so that customers who have been impacted with delayed appointment dates can be scheduled immediately.Frontier has credited Ms*** account one month internet service and for the missed commitment. The account currently has a credit balance in the amount of $-78.25 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 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