Frontier Communications Corp.

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

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 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 Mr*** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: This account has had a recurring past due balance since the April bill
The customer had a past due balance prior to porting outThe April 10, billing statement contained a past due balance of $from the previous billThe past due balance combined with the current charges of $brought the total amount due to $Payment in the amount of $was received and posted to the May billThe May 10, billing statement contained a past due balance of $from the previous billOnce the above payment posted the remaining past due balance was $The past due balance combined with the current charges of $brought the total amount due to $415.11.The June 10, billing statement contained a past due balance of $from the previous billThe past due balance combined with the current charges of $brought the total amount due to $620.04.Effective June 27, the customer ported the BTN *** to another provider.The July 10, billing statement contained a past due balance of $from the previous billThe past due balance combined with the current charges of $brought the total amount due to $671.25.Credits totaling $were issued for the Early Termination fee and time out of serviceThis credit posted to the September 10, billing statement.Once the above credit posted the remaining past due balance was $We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

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

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

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

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: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

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
Information on discussion with business.I called the number they gave me and spoke to JenniLee M***, Executive Customer RelationsFrontier CommunicationsShe contended that the service was not shut off until the beginning of the December cycle, and that they automatically charge completely to the end of the cycle. I pointed out that I had bought a house in October and completely moved out and had gotten internet there in October. She asked that I have the actual confirmation number of the cancellation to prove I had cancelled (and I told her to get real, NO ONE actually writes down those verbal confirmation numbers, and they refuse to email them). Since I had moved, all documents and records are buried in a whole household of moved items, I write on my documents when things have been paid, stopped....but do not have that documentation handy. I do remember checking online and finding that there was no way to shut off service online, and calling and finding that there was no way to shut off service outside of their day schedule, even though they will START service at any time. I told her that they had done the same thing with me twice before, and that the charges are standardly continued even after complaining and they are not changed until many hours of time on the phone, which I am not going to do. So I am not going to waste more time, and will not pay this fake charge which is exploitation! I did find a prior time when I had written on a bill that the charges were fake.No resolution, Frontier continues to support my lowest opinions of them!
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 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

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
When I last spoke to the representative she told me that when the last payment was made in October, the balance was 300.+ and that we only paid half the balance, but I told her that I had copies of payments made every month going back months and she said she was going to send me statements showing otherwiseSo far I haven't received themAs I stated before if my father father owes Frontier any amount it would be early termination fee, a fee he is willing to pay M father received yet another bill from frontier where they threatened to send the amount being disputed to collection
Regards,
*** ***

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: 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

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

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,
*** ***-***

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

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,
*** ***