Frontier Communications Corp.

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*** has had frequent
dial tone and internet interruptions since June 27th, Customer would like repair and credit Frontier has investigated the above statements and offers the following response: Frontier dispatched a tech to the site on September 1st and fixed the inside issue for the phone and internetMs*** was provided an out of service credit of $145.76. She is satisfied and Frontier apologizes for any inconveniences this may have caused. 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
Yes, I did get about $in credits on my bill.But, I still paid about $during the time I had this problem (over months)Giving me a credit of only about 40% of my bill, while I still paid about 60% of my bill is not acceptable, when I did not have service.Yes, there was about tickets logged for this problem. But, I must have called at least times, and spent dozens and dozens of hours on the phone, with dozens and dozens of different people, trying to get this fixed over a month period. Most times I told them NOT to open up another new ticket because the only thing that was doing to do was send another service man out to my house, to find out the same thing, the phone cable down the street was bad, and no one was fixing it. I should not have to pay $for this type of service and aggravation
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.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 complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states that he requested his services before the transition from Verizon to Frontier Communications
Frontier has investigated the above statements and offers the following response: Frontier advises after reviewing the account it has not found a request for disconnection of services of Verizon services before the transition to Frontier from MrDaxon.Frontier advises it has not found repeated calls for disconnect or inquiry why services haven’t been disconnected. Frontier advises after reviewing the account our records indicate on September 29,that Mr*** is calling in and speaking to our collections department and inquiring about a payment attempt made on September 27, to restore suspended services Frontier advises that the account was disconnected due to nonpayment.Frontier advises that after review of the account the charges are validWe 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 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

Per Frontier records, this account is currently inactive with a disconnect date of 2/14/2017. The account was disconnected with order # ***.Ms** qualified for the Amazon $gift card on 09/3/with order # 065930023. Ms** billed $44.99/FIOS 50/Data + $16.99/Local TV + $11.99/HD Receiver + $9.99/Router + $9.99/Frontier Secure + $8.99/Sec Protection = $- $5/Promo = $+ taxes monthly. In summary, Ms** did not qualify for $amazon Gift Card due to the products that were selected on her initial install order in SeptemberShe signed up for TV Local which does not qualify for the $gift card but the $gift card. A Frontier agent spoke to Ms** to advise. Ms** understands and is satisfied with the resolution.Case closed

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***.In
Frontier's statement, they are insinuating that they are reimbursing me for the full amount that they originally agreed to and approved I want it on record that Frontier is NOT reimbursing me for the entire amount, even though they have approval for the entire amount on recorded phone calls However, I just want this matter over and done with so I will accept their lower offer Frontier is also stating that a credit for the new amount will be on my March 10th phone bill If it is not, I will immediately re-open this case.Thank you,
*** ***

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

Te 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 she found the satellite internet unsatisfactory and kept it only because there was a
substantial Early Termination FeeShe saw an alert on the back of her bill stating that the high speed internet would automatically renew on August 29, She called Frontier in July and stated she was told that the auto-renewal would be cancelled and issued an order to cancel the satellite internet service on August 28, She was billed an Early Termination Fee of $for the satellite internet service.Ms*** stated she called Frontier multiple times to get a return kit for the satellite equipmentIt finally arrived after she had been billed a total of $for unreturned equipment.Ms*** advises she ordered Frontier’s broadband service but was never able to use it because she never got a modem, despite multiple attemptsShe decided to disconnect her service entirelyFrontier has investigated the above statements and offers the following response: Frontier advises that there is a credit for the $Early Termination Fee showing on the Frontier November 1, bill.Frontier sent a request to the satellite broadband provider as Ms*** did return the equipment to the Rochester, NY centerA hold has been placed on the account for the amount of $until the credit comes throughFrontier credited Ms*** for all charges related to Frontier Broadband: activation charges, shipping and handling charges and late chargesThe total credit issued was- $The phone service will prorate back to the date the number was ported outFrontier will be following up with Ms*** to review the next bill, which is the December 1, bill to ensure the system generated proper prorated creditWe 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 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

The Complaint states that: Mr*** advises that he requested his Frontier services be disconnected and was not advised of any further chargesMr*** advises that his regular monthly payment was still auto debited from his Frontier account, and a High Speed Internet Processing fee
of $was also charged Frontier has investigated the above statements and offers the following response: Frontier advises that per our Terms of Service, Unless otherwise required by applicable law, your termination of Service may be effective on the last day of your Frontier billing cycle for all applicable ServicesFrontier advises that a $credit has been issued on Mr***’s accountFrontier advises that despite our best efforts, we were unable to reach Mr*** regarding this complaintDirect contact information has been provided both on voicemail as well as email

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her for bringing this matter to our attention The Complaint states that: Ms*** moved to a new location and spoke to several representatives regarding the installation date of her internet
service at her new address which was changed multiple times she was promised several call backs from Frontier and no one called her back Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on November 9, and confirmed that the service was installed on November 7, Frontier has issued two courtesy credits to Ms***’s final account in the amount of $and $for the inconvenience she experienced to have her internet service connected at her new location 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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** states he contacted Frontier to install internet at his new apartment. Mr
*** states he was advised he was offered advertised speed of mbps upload and download. Mr*** states he has been informed that he can not receive those speeds at his locationFrontier has investigated the above statements and offers the following response: Account review shows this area is internet capable, once the order was placed, and the field technician determined that Mr*** physical location is capable of speeds as fast as 6M. According to the Frontier Internet terms and conditions, service is not available to all locations, and may not be available at certain speeds (or at all) at your location, even if Service is offered in your area or our initial testing indicated that your line qualified for a particular speed or Service. Service may be subject to technical line qualificationFrontier has spoken to Mr*** and the order has been cancelled per his requestWe 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 Sincerely, Frontier Customer Relations

Tell us why here 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 has experienced issues with her Internet service from
Frontier. Frontier has investigated the above statements and offers the following response:Frontier records show that Ms*** is using all wireless devicesFrontier advises that a repair was completed on February 20, by installing a range extender, at no cost to Ms***, to provide better coverage inside the homeFrontier also provided Ms*** with Cat wire so she can install it inside the home to fix the inside wire issuesMs*** is aware that she will need to contact Frontier when the inside work is completed so Frontier can connect the wires to the Network Interface device.Frontier issued adjustments in the amount of $as a courtesy for a missed appointment which was reflected on her February statement, and $for the service issues which will be reflected on the March statementFrontier spoke with Ms*** on February 22, to review this information with her. 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
Regards,
*** *** frontier did not address the whole compailnt there is still the disconnection issure ,and what is there response to the suppviser that told us that there employes don't know what there talking about

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention The Complaint states that: *** is stating she has been advised on several occasions the problem would be correctedFrontier has investigated the above statements and offers the following response: Frontier reviewed the account and confirmed that the promotional discount was activated on 01/10/The promo discount will reflect on the customer’s bill in 1- bill cycles We have agreed to continue to follow up with customer to ensure the promo reflects within the next 1-bill cycles We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** has experienced as a result of the above matter

The Complaint states that: Ms*** advises that she was quoted $per month for her Frontier package on December 13, Ms*** advises that since then, her monthly charges have been higher than expectedFrontier has investigated the above statements and offers the following
response: Frontier advises apologizes for the inconvenience this issue has caused Ms***Frontier advises that a credit of $a month has been added to Ms***’s account for a period of monthsThis will achieve the overall cost of Ms***’s quoted $over a 24-month periodFrontier advises that Ms***’s account will increase by $after monthsFrontier advises that we spoke to Ms*** on April 4, to advise of the above

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*** is requesting account be restoredFrontier has investigated the above statements and
offers the following response: Frontier advises Ms*** account was suspended on March 5, due to a past due balance of $ from January 16, bill cycle due February 9, Reminder notice was sent on February 16, as no payment received advising if no payment received by March 3, the account would be suspendedNext bill cycled on February with new cycle charges $ and past due balanceSecond reminder notice sent March 20, for the January and February past due balances.Frontier advises account was disconnected due to no payment received during suspension on April 4, Since disconnected due to no payment customer would need to pay past due balance and may have a deposit to start a new account for service.Frontier advises Ms*** made a payment of $ on April 8, Frontier was unsuccessful in reaching Ms*** to review 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

Based on the additional information provided by Mr***, the balance has been reduced to $for the FiOS Internet 30/service dated July 27th through September 7th (month and days of service). No further credit is warranted

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 would like a complete breakdown of what fees were refundedAs much as I appreciate not getting charged for services I did not receive it would be nice if Frontier had respect for my time and gave me credit towards my bill for their mistakesA month of free service would show they feel bad about the inconvenience they causedMany phone calls had to be made just to get service installed.
Regards,
*** ***