Frontier Communications Corp.

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 so much
*** ***

February 14, 2018 Thank you for referring the complaint of Mr
*** *** to our office for reviewWe appreciate your bringing this
matter to our attentionAccording to the complaint: Mr*** states his installation date for Fios
Data was extended because of policy requirementsFrontier has investigated the above statement
and offers the following response:Records indicate Mr*** was required to submit his lease, but only a partial lease was received; which delayed to processOnce Mr*** submitted the requested items, the due date was changed to allow time for processingThe assigned due date is February 20, The above information was discussed with Mr
***, who expressed his dissatisfaction with the resolutionWe trust this information will assist you in
closing this complaintFrontier apologizes for any inconvenience the customer
has experienced as a result of this matterThank you,Edna VExecutive Customer Relations

The Complaint states that: Mr*** advises that he had services installed on April 15, Shortly after the tech left the internet stopped workingMr*** advises that when he called he was advised that the account was not set up completelyAfter several calls and reporting his service out of service, a month late Mr*** decided to cancel his serviceMr*** advises that he is being charged for services that he never receivedFrontier has investigated the above statements and offers the following response: Frontier advises that after a thorough audit of the account, we have issued a credit toward Mr***’s accountFrontier advises that a refund will be issued in the form of a check, please allow days to receiveFrontier spoke to Mr*** on August 3, to advise

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that: Mr*** states the TV package he signed up for included all premium channels Frontier offers for one priceHe states
he has not been receiving the premium channels as agreed.Mr*** also states that he is being charged for Showtime at $per monthFrontier has investigated the above statements and offers the following response: Frontier found that Mr*** subscribed to the Ultimate TV channel lineup, which provides the following premium channels: HBO, Cinemax, The Movie Channel, Epix and ShowtimeStarz and Encore are not includedFrontier reviewed this information with Mr*** and we will e-mail him a channel guide so he can review the channel lineup in more detail.Frontier found that Showtime as a standalone item for $was added to Mr***’s account in errorIt has been removed and he was issued credit for the charges. 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

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*** states that she experienced Internet and television issues with her Frontier services
since the transition from Verizon to Frontier.Ms*** advises that she was not receiving her monthly Frontier statements in the mail since the transition from Verizon to Frontier.Ms*** also advises that she has not received the adjustments to her account that she was promised for her service issues. Frontier has investigated the above statements and offers the following response:Frontier investigated Ms***’s account and found that Ms*** was subscribed to Frontiers online billing program and was enrolled in paperless billingFrontier spoke with Ms*** on September 1, Ms*** confirms that her services are functioning properly nowShe also advises that she is receiving her paper statements in the mail nowFrontier reviewed the adjustments to Ms***’s accountFrontier advises that an adjustment in the amount of $was applied to Ms*** June statement from FrontierThis adjustment covered the service issues that Ms*** experienced during April and May.Frontier issued an additional $adjustment on September 1, to cover the service issues Ms*** experienced in June.Ms*** was satisfied with the resolution and the adjustments made to her account. 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 Problems are still ongoing and need to be fixed!
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** states he cancelled Frontier services but is still receiving a bill for $
Frontier has investigated the above statements and offers the following response: Frontier has investigated Mr***’s claim and Found that he was issued a refund of $on ***while Frontier account did in fact have a balance of $Frontier adjusted $for two late fees that were billed in July and August respectivelyThis adjustment was made on March 31, This leaves the remaining balance of $Mr*** is satisfied with the adjustment made to his account and he will now pay the remaining amount dueFrontier has reviewed the account with Mr*** on March 31, and he has been provided a direct contact number should he have any future concerns 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 Mr***
bringing this matter to our attention. The Complaint states that:Mr*** advises that he canceled his Frontier services and paid the final balance; however, he received another statement that billed him multiple installation fees that did not take place Frontier has investigated the above statements and offers the following response:Frontier advises that there was a system error that billed Mr*** installation charges in error when orders were placed to try to upgrade his Internet service.Frontier advises that total adjustments in the amount of $have been applied to Mr***’s account for these installation fees.Frontier confirms that the account is closed and there is no balance dueFrontier advises that a request has been sent to pull this from Mr***’s credit report.Frontier spoke with Mr*** on October 20, to review this information with him. 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 Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** mistakenly sent a payment through her bank to Frontier on 04/02/in the amount of $510.10. Ms***
then called with a bank representative on the line to have this reversed immediately and that could not happen. Ms*** was told it could take up to days to have her money returned to her, this was not acceptableFrontier has investigated the above statements and offers the following response: Frontier found that on April 5, the process began to get her the refund in the amount of $510.10, Ms*** will receive a manual check and it can take between 7-business days for her to her money back.Frontier spoke with Ms*** on April 9, and she is satisfied with this resolutionWe 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 Ms*** ***-*** to our office for reviewWe appreciate Ms***-*** bringing this matter to our attentionThe Complaint states that: Ms***-*** is stating that her Internet service is not workingFrontier has investigated the above statements
and offers the following response: Ms***-*** did contact Frontier on April 19, to inform us that her Internet service was not workingA Frontier technician did repair the Internet on April 25, 2016.Frontier did do an adjustment on Ms***-***’s account of $for the outage of the Internet serviceWe did contact Ms***-*** on April 26, and verified that the Internet service is now up and runningWe 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 Ms
*** *** to our office for reviewWe appreciate her
bringing this matter to our attention.The Complaint states that Ms. *** called into disconnect her services on
July 12, however is being billed through July 19, 2016. Customer also claims it took a month longer
to disconnect her servicesFrontier has investigated the above
statements and offers the following response:Frontier investigated Ms***
concern, and notations indicate that she did call in on July, 12, to discuss
her account, and the customer ended the call. On July 19, Ms*** called in about the account not being
disconnected. Frontier disconnected the
service on July 19, 2016. As a one-time
courtesy Frontier will issue a credit adjustment from July thru July 19,
in which totals $ $ Please
allow 1-bill cycles for this to postFrontier was unable to reach Ms***
to discuss her complaintHowever we left multiple messages for herIf Ms***
would still like to have this concern addressed she can reach me directly at
###-###-####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 *** *** bringing this matter to our attention.The Complaint states that:***
*** is disputing their high billing amount due to Frontier. ***
*** feels that some of their lines were not disconnected when
requested Frontier has investigated the above
statements and offers the following response:Frontier Investigated the additional information sent in by Ms***, however our position remains unchangedShould Ms*** like to further review the account findings, she may contact MsW*** at 1/###-###-#### Ext***.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that *** Outlet
has experienced as a result of the above matter.Frontier Specialist: James
N*** Department: Customer
RelationsTelephone
Number: ###-###-#### Ext*** Fax
Number: ###-###-####

Thank you for referring the rebuttal of *** *** to our office for reviewWe appreciate him bringing this matter to our attention. The complaint states that: Mr*** advises that his telephone service is out againMr*** advises he contacted Frontier to report his telephone outage on December 17, 2016, and that he was on hold for over minutes.Mr*** advises that Frontier is only temporarily fixing his service and not solving the problem with his telephone service. Frontier has investigated the above statements and offers the following response: Frontier repaired Mr***’s telephone line on December 20, 2016.Frontier contacted Mr*** on December 22, to advise him we are currently working on a project to fix Mr***’s lines between his home and our central officeFrontier has applied a $credit to Mr***’s Frontier account for his service outagesFrontier has provided Mr*** several points of contacts at Frontier for him to reach out to if he has any further questions or concerns as we work on this project to repair his line. We apologize for any inconvenience that Mr*** has experienced as a result of the above matter

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 that she has been billed for Frontier services after her service was disconnected Frontier has investigated the above statements and offers the following response: Frontier has investigated Ms***-**’s account and determined that a credit card payment made on August 12, was reversed and charged back to her account.Frontier advises the balance due is valid and are for services from July 27, through August 7, 2017.Frontier advises that copies of the bill statements have been provided to Ms***-**.Frontier communicated the above information via phone on January 31, and provided direct contact informationWe 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 you bringing this matter to our attentionMs*** states Frontier has a bill for a delinquent account that has been credit reported in errorFrontier records indicate back ground billing issues
were found with Ms*** accountThis caused her to be billed in error for phone service after the service was disconnected on 5/19/Frontier cancelled the account on 9/14/and issued a manual credit for the billing chargesA closing statement generated on 10/13/which applied the credit for disconnect but billed a FDV Disc Mo Fee which totaled $Frontier apologizes for the inconvenience this issue has causedFrontier has applied full credit in the amount of $which has cleared the balance to ZeroFrontier has also requested deletion of the account from the credit reportAgain, we apologize for the inconvenience this has caused and trust this information will assist you in closing this complaint

Per Frontier records, as a Verizon customer, Mr*** billed approximately $+ taxes monthly. Mr*** previously billed more due to the promotions not being added to the account. Mr*** spoke to a Frontier agent on 2/11/and the promotions were
added back with order number ***. He currently bills $44.99/FDV + $89.99/FIOS 75/Data + $68.99/Custom Essentials + $19.99/HBO + $9.98/Cable Cards + $11/Security Cloud + $4.75/NonPublished Listing = $- $58.99/Promo - $14/Promo - $14/Promo - $14.99/Promo = $+ taxes monthly I spoke to Mr*** and explained the error. As a courtesy, I adjusted the 1/19/billing statement for the difference in price billed and price quotedThe total credit for the January billing statement is $101.43. If Mr*** should have any other questions or concerns, he has my can be reached number of *** *** *** ext ***. Case closed

Frontier has investigated the above statements and offers the following response: A Frontier technician was dispatched and discovered the root cause was due to issues outsideThe technician repaired the outside lines to resolve the problemFrontier has applied an adjustment to
Ms***’s Frontier account in the amount of $A Frontier consultant has been in direct contact with Ms*** and verified the services are now working We regret any inconvenience that Ms*** may have 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*** advises that she has experienced Internet service issues during the transition from Verizon to
Frontier. Frontier has investigated the above statements and offers the following response:Frontier investigated Ms***’s complaintFrontier records show that the Internet service was repaired on June 20, 2016.Frontier applied an adjustment to Ms***’s’ account in the amount of $for the loss of her Frontier Internet services.Frontier advises that several attempts were made to contact Ms*** regarding her complaintFrontier left messages for Ms*** but received no response.Frontier mailed Ms*** a letter with direct contact information if she needs further assistance 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 *** *** bringing this matter to our attention The Complaint states that: *** *** states she was charged for installation of Frontier service, but the service never
worked Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing an adjustment has been made to the account in the amount of One Hundred Thirty-four dollars and seventy centsFrontier advises the account now has a zero balanceFrontier has made several attempts to reach *** ***; however, Frontier has been unsuccessful in speaking with Ms*** 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

Complaint Number: *** Customer Name: *** *** Phone: *** Thank you for referring the complaint of MrRodriquez to our office for reviewWe appreciate Mr*** bringing this matter to our attentionThe Complaint states that: • Mr*** advises that he has not received the Battery pack after numerous requestsFrontier has investigated the above statements and offers the following response: • Frontier advises that Mr*** has received the battery pack on January 22, with tracking number *** that was provided to confirmed email on account. We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter