Frontier Communications Corp.

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for reviewWe appreciate *** Anderson
bringing this matter to our attention.The Complaint states that:Ms
*** is disputing her FIOS service rates billed, as she advised she
did not
want to pay more than $monthly for services Frontier has investigated the above
statements and offers the following response:Frontier FIOS records indicate Ms*** installed service on October 12, 2016, with a FIOS triple play, FIOS Phone, Data, Video, plus equipment, taxes and surcharges.Frontier does bill for one month in advance so the first bill will be higherOn December 27, Ms*** called in and removed FIOS phone, and Video services but kept the FIOS data service for $in which the January 2nd, now reflects this to be her new monthly amountFrontier placed a additional credit of $on January 3, which will not post until the February 2, statement for a promotional credit that to the 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: James
N*** Department: Customer
Relations

Frontier CommunicationsThank you for referring the
complaint of Alyssa
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Ms*** advises that she has been without internet since August 29, 2017.Ms*** states he wants
his internet fixed and credit for loss of servicesFrontier has investigated the above
statements and offers the following response:After reviewing Ms***’s account, Frontier records reflect that a technician was dispatched out on September 11, and Ms*** services were restored.Frontier records show Ms*** was issued credit for the time out of servicesThe credit was for $and please allow 1-bill cycles for this credit to reflect on the customer’s bill statementFrontier representative have tried contacting Ms*** on several occasion however was unsuccessful.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: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### 1113137 Fax
Number: ###-###-####

Frontier advises technician went to Ms***’s house on November 25, to resolve the service issues Ms*** has been experiencing.Frontier states Ms*** was contacted on November 29, and confirmed that all services are working but is still having a slight issue with her
internet service.Frontier also states Ms*** was advised that a new trouble ticket could be created to address the internet issue she is currently havingMs*** declined this offer at this time and was given contact information to call when she is ready to contact FrontierFrontier confirms credits in total for $were added to Ms***’s account in November to offset any service related issues We trust that this information will assist you in closing this complaint. We regret any inconvenience that Terri L*** 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The $credit was for a bogus charge that I should NEVER have been charged, It took FOUR appointment times where Frontier NEVER showed up to the first THREE This has been an ONGOING internet issue for years - and they feel the credit for a bogus charge should resolve this matter? AND there are MANY other issues concerning frontier, like the fact that they set me up with Dish tv and now dish has criteria to end the service that Frontier never informed me about I cannot speak with dish or frontier independently about my dish portion of the bill because Frontier does yet does't facilitate the contract - so I am told It seems like Frontier wants to get away with promoting a service, overcharging me for it, then never doing anything to fix all the issues The credit was for a bogus charge, and what about the three days from 8-I sat at home on house arrest waiting for a technician to show up and no one ever did? That is all acceptable treatment of a customer? The $is NOT a credit to ME - it was to fix their own billing issue NOTHING is or has been resolved.
Regards,
*** ***

Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference. Frontier advises a technician spoke with Ms*** and reset the FiOS equipment January 26, to resolve issue.Frontier has issued a one-time credit of $this will reflect with the February billing statement.Frontier’s position on this matter has not changed We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** 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 ***, The price I was quoted was plus tax for 100/internet and FiOS prime TV for one full year...no contractI want to make sure that this process will be locked in for one year as agreed when I ordered the packageI need to see this in writing because the story changes with each person I talk toI am not willing to pay for the DVR because it doesn't work and I really don't need it anywayI have the numbers I was given written down along with the reference # of the chat in which this pricing was agreed uponI will pay the $if that is the final price with all taxes and fees included.I am currently recovering from surgery so my personal contact is limited

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 that he cancelled his Frontier service at the beginning of August but has been billed through the
month of NovemberMr*** states that Frontier advised the amount he owes is $and he does not agree with this balance. Frontier has investigated the above statements and offers the following response: Frontier investigated Mr***’s Frontier account and found that Mr***’s account was cancelled on September 20, Mr***’s October 16, statement shows prorated credits back to September 21, Frontier advises that Mr*** had a deferred payment arrangement open with Frontier and when Mr*** cancelled his Frontier account the remaining amount of his deferred payment arrangement totaling $was added to his final billing statement.Mr***’s television service was suspended on July 5, in the Frontier system and his Internet service was suspended on August 11, Frontier found that Mr***’s final Frontier billing statement did not reflect the proper prorated adjustments for these servicesFrontier applied an adjustment of $on November 15, to correct the charges that were billed to Mr*** after July for the television service and August 11, for the Internet serviceMr***’s remaining balance is $on his Frontier accountFrontier spoke with Mr*** on November 15, and advised the above informationMr*** is satisfiedWe 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: Since the changeover in April from Verizon to Frontier, the customer lost his On Demand for two weeksHe had
called Frontier about getting a credit and Frontier agreed to issue an $credit on his next bill, but he never saw the creditMr*** states that his bill was over $and Frontier told him that the balance had carried over from VerizonHe also states that his monthly bill is not correctHe was paying a lot less with Verizon Frontier has investigated the above statements and offers the following response: Frontier has attempted to contact Mr*** on several occasions, each time leaving messages for him with Frontier’s contact informationMr*** has not returned a call to FrontierFrontier is also sending a call me letter to try and contact the customer. 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,
*** ***
that statement from frontier is a lie. The Lines damaged are not customer owned. They have sent two techs out now and one claims the lines in another unit are the problem and the other claims its the lines that are running down the street like before. SO a clear truthful answer and response would be nice. just this time make sure you have your facts also if the subject is pushed I have both voicemails from the techs claiming to different issues so please try again

Thank you for referring the case of *** *** *** *** *** to our office for review. We
appreciate you bringing this matter to our attention.We spoke with *** *** on March 6, to confirm
that she has a contact in our Commercial group. She has received a call from the
representative and verified they have
the correct contact information. We advised *** that the Commercial team will continue to
work with her. We apologize for any
inconvenience this may have caused the customer.We trust this information will assist you in closing this
case.Frontier Communications

spoke with ***; all services are working to her satisfaction at this timeThe root cause of the issue was that the first order was not written as an order which ports an existing phone number

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 he would like Internet service, but has been advised that Frontier internet is not available in his area Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on June 19, Frontier advises that Internet service from Frontier is not available at Mr*** location at this timeOn June 20, Frontiers Engineering Department confirmed that we do not offer internet services in Mr***’s area 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 established internet service with Frontier in July at a monthly rate of $per
month, and then put the service on hold for the winter months. When he called to re-establish services as of April 25, 2017, he was advised by Frontier that the rate had increased to $but was then offered a bundle package deal of $per month for home phone and internet services with no connection chargesMr*** advises that when he called on May 3, to confirm the connection time and the correct monthly rate, he was told that Frontier could not honor the price of $that had been quoted on April 25, Mr*** advises that he would like Frontier to honor the original $price for internet service that he was offered in July 2016.Frontier has investigated the above statements and offers the following response: Frontier advises that internet service was installed for Mr*** on May 9, 2017, at a monthly rate of $plus tax with no connection fees.Frontier spoke with Mr*** on May 10, 2017, who confirmed that he was satisfied with the installation of the internet and that the service is currently working fine 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 Revdex.com bringing this matter to our attention The Complaint states that: Ms*** states her bill has been incorrect and should be about $ to $a month
Frontier has investigated the above statements and offers the following response: Frontier has credited Ms*** account a total of $ from July thru current bill of November for missing promotions late fees, restore fees and courtesy credits.Frontier in addition to the $ TV credit that will expire September 11, 2018, has also added a $ credit for months thru May 2, This will bring her bundle price to $ plus taxes and feesAfter May 2, the price will increase to $ plus taxes and fees.Frontier spoke with Ms*** and reviewed 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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** advised that that once Frontier took over Verizon his internet has not worked for about a yearHe advised
that he would have to drive home to use his internet service to order products for the Gas StationMr*** would like us to issue credit for the early termination and time out of serviceFrontier has investigated the above statements and offers the following response: Frontier made several attempts to reach Mr***; however, we have been unsuccessful in speaking with him. Frontier has left several messages. Frontier Business explained that the bill is correct and will be sustaining the charges and Early Termination Fee. Frontier found one repair ticket submitted on July 27, and closed on July 29, 2016. Mr*** may contact the Executive Relation Team at ###-###-#### Ext*** 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 he moved the beginning of the month and advised Frontier that he wanted to cancel his service and Frontier
would not let him disconnect and he advised that he would not pay anymore. Mr*** advises he is getting calls from the people that bought his house that they want to get new service and they cannotFrontier has investigated the above statements and offers the following response: Frontier investigated and advises that an order was placed on September 22, and dated back to August 31, to disconnect his service.Frontier advises that credit was issued today in the amount of $to zero out his account and he will not owe anything further.Frontier attempted to reach Mr*** to advise of the above but was unsuccessful. Frontier left a message for Mr*** that included direct contact informationWe apologize for any inconvenience that Mr*** 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*** advised Frontier that he is waiting for credits to post to the account to offset video on demand charges and late fees that were billed Frontier has investigated the above statements and offers the following response: Frontier spoke to Mrs*** *** and advised Mrs*** that we have credited the charges as promised and showed her the credits on the bill printed December 22, 2016.Frontier advised Mrs*** we will credit one additional late payment fee of on December 28, 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*** states that they started service with Frontier on June 27, He had agreed to a bill of $per
month before taxesHe received a bill for new charges in the amount of $The bill included a partial month and the next month’s paymentThe amount Frontier charged was more than double what he had agreed to payHe states that he called Frontier and spent hours on the phone with no resolutionMr*** decided to cancel his service with Frontier due to no resolution with the billingHe received the boxes in the mail to return the equipment and also a bill for $He would like to end his relationship with Frontier and cancel the charges on his account Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** about the quote of $before taxesFrontier apologized to Mr*** about the wrong information he was givenMr*** decided to disconnect his accountFrontier disconnected the account effective July 6, Frontier has agreed to only charge Mr*** up to July 6, and at the rate of what he was quoted, of $plus taxesFrontier has issued a total credit of $to Mr*** accountFrontier spoke to Mr*** today and advised him of the credits and that he has a balance of $that he will owe for the time he used the services. 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was told my total would be around 124-a month as it was when I was with verizonThe $credit was not for the inconvenience fee, it was an adjustment made by the retention member to reflect the amount I was supposed to be paying and to keep me from cancelingAt the time of that adjustment I was overcharged at the amount of The gentleman who tried to resolve this I don't believe knew what he was talking aboutAs he stated the credit was on the Nov 2nd bill yet it was which he says is supposed to be my price (it was not the amount I agreed on paying)If my bill is 140-20=which is not what I paidI had to pay the 140.I am continuously being lied toI await the December credit which hopefully is not a lie as wellI was also told I would have DVR free for a year but it does not show up as free and he says it is not bundled with a loyalty thing for trying Frontier after being with Verizon for a long timeI will absolutely be canceling my serviceThanks for your help Revdex.com but FRontier is a mess and not just with me but with many people I have spoken toThis company really needs to train their employees better and the company needs to stop telling lies just to keep in business
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.Frontier did contact me, but the issue has not been resolved to my likingJust because I may not have called on each and every disconnect, does not mean my service was working properly, if at allMany times I would wait a day or two & sometimes a week, to allow my service to be restoredI"m typically not one to call and complain, but my issue has gone on for far too long without resolveI had a Frontier Tech tell me face to face that Frontier feels it is not in their best interest to put the needed money into our community bacause the market is too small and not worth it on Frontiers endIf one were to go online, Facebook, on 'Online yard sale for Round Valley', & search the site for keyword Frontier, that person would be overwhelmed with negative Frontier remarks/questionsMy issue is not just isolated to me, it is definitely an area wide issue for the communities of Springerville & Eagar, if not many other rural communitiesFrontier is providing a service at full cost, with received services half that at bestThey should be forced to repair our community issue, as well as refund for services not receivedThey want their money for a crappy at best service, but then claim ignorance once we call inThe local community does not have many options & therefore most are forced to use Frontier if they want lousy service at bestPlus, the last lady I spoke with at Frontier, in regards to this complaint, was rude at best & not willing to admit fault on their partFrontier for our community is a joke & may find themselves in court with a class action lawsuit filed by the localsHow is a company like this allowed to get away with robbery of a consumer product? It's time they be held accountable.
Regards,
*** ***