Frontier Communications Corp.

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 ordered new services with Frontier but canceled her services a week after the order was completed
Ms*** states that when she canceled the services she was told there would be no charges; However, she received a statement for $Frontier has investigated the above statements and offers the following response: Frontier records show that Ms*** placed an order for new telephone and Internet service that was completed on November 6, 2018.Frontier advises that a repair was completed on November 8, Frontier advises that there were no working jacks on the ground floor and the technician located a working jack in an upstairs roomFrontier completed the set up for the InternetFrontier advises that Ms*** did not have inside wire maintenance coverage.Frontier advises that Ms*** placed an order to terminate her Frontier services on November 13, Frontier advises that the order to disconnect the services was completed on December 5, 2017, which was the end of the bill cycleFrontier advises that Ms*** pre-paid her services and was eligible to continue receiving service through the end of the billing cycle. Frontier advises that Ms*** is being charged for services from November 6, to December 5, for telephone and Internet serviceMs*** is also responsible for the connection fees for the services and the technician isolation fee for the repair that was completed on November 8, 2017.Frontier advises that the remaining balance due on Ms***’s account is $229.57.Frontier spoke with Ms*** on January 19, to review this information with herWe 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 *** C*** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr*** advises his Frontier services went down on October 10, he was told a technician would not be out to repair the
service for two weeksMr*** cancelled his Frontier service but continued to receive a bill for $ Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on December 28, and advised the bill has been brought to a zero balance, he will see the credit on the next billing cycle January 16, Mr*** is satisfied with the resolution, 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advised Frontier he was told gift card offer was sent in 30days Frontier has investigated the above statements and offers the following response: Frontier advised Mr*** the gift card promotion does take days to receive the gift cardFrontier explained an account needs to be active for days with good payment history to qualify, once qualified fulfillment takes up to 30days.Frontier advised Mr*** his account is at the 60day mark and will receive the gift card in days. 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 matterTell us why here

We apologize the customer has experienced billing concerns, however Frontier attempted to reach the customer to discuss the concerns but was unsuccessfulVoice messages were left with direct contact information but there has been no returned callThank you

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 cancelled his Frontier TV and internet services effective December 15, 2016, at the
time his contract expiredMr*** advises that Frontier sent him a bill on February 9, 2017, in the amount of $95.01, and that he should not owe Frontier anything since he paid his bill in full at the end of his contractMr*** advises that the $balance needs to be credited, so that his balance is at zero Frontier has investigated the above statements and offers the following response: Frontier advises that the reason Mr*** still had a balance of $after having cancelled services is because had been charged back for some of the discounts that he was previously getting.Frontier advises that since Mr*** did cancel his services at the end of the billing cycle and should not have been charged back any previous discounts, the $balance was credited in full as of July 13, 2017. The customer now has a zero balance with Frontier.Frontier left a message with Mr*** on July 13, and sent him an email, advising him that the $was credited to his account, and his balance is now at zero 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

Tell us why here Thank you for referring the Rebuttal complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Rebuttal Complaint states that: *** states her Television was not working properly for three weeks. *** states she was waiting for a credit to be applied to her account from Verizon, for her deposit of $150. *** states her June statement was for $410, and she requests Frontier to explain why Frontier has investigated the above statements and offers the following response:Frontier states the last payment that posted to ***’s account, was in the amount of $136.23, which was for her February statement. Frontier states ***’s March statement was for $due by April 1, 2016. Frontier states ***’s April statement was for $due by May 13, 2016. Frontier states the deposit of $150, was applied to ***’s May statement, which showed a previous balance of $(March and April payment was not received), minus the $150, bringing the balance forward to $146.48. Frontier states the new charges for the May statement was $144.49, bringing the total amount due to $290.97. Frontier states ***’s June statement showed a previous balance of $290.97, minus a $courtesy credit, bringing the balance forward to $265.97. Frontier states ***’s new charges for her June statement was $144.49, bringing the total amount due to $ Frontier has issued a credit in the amount of $33.98, for the time *** had Television issues. Frontier states ***’s balance is now $376.48. Frontier has provided *** with all the above. 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 investigated the above statements and offers the following response: Frontier advises that HBO and Showtime were added to the account and manually credited for monthsFrontier advises that Mr*** had a $loyalty credit discount that expired in November
Frontier has issued a credit of $for the loyalty discountFrontier successfully ported out Mr*** account to *** on January 11, Frontier advises an early termination fee of $was assessed and has been removed from the account leaving a final balance owing of $Frontier spoke with Mr*** on March 19, and advised of the above 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 him bringing this matter to our attention.The Complaint states that:• Ms*** advises that she had to restart her internet services several times a day and Frontier has refused to send a technician.•
Ms*** states that she requested a supervisor but was not able to speak to one due to transfer issues or hang-ups.• Ms*** is requesting an apology, one month of credit and to end her contract. Frontier has investigated the above statements and offers the following response:• Frontier records show that, on 11/23/16, a ticket to dispatch a technician was entered however, Ms*** advised it was during her work hoursNo technician was dispatched.• Account review shows that Ms*** requested a supervisor call back on 11/2/but notes do not show that a call back was made. • Frontier records show that Ms***’s trouble reports for frequent internet disconnects began on 9/5/In this instance, Frontier has issued a credit for one month of serviceThe credit will appear on Ms***’s January 1st statement.• Ms*** disconnected her service on 11/25/16.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.Sincerely,Executive Customer RelationsFrontier Communications

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 she would like final bill creditedShe explained that she did not have
the service active from January to April 13, Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** *** on September 15, 2017. Frontier has investigated and explained that service was temporarily suspended for non-payment beginning November 29, On order service was restored on January 13, Then on April 13, order 067194117service were temporary suspended for non-payment by collectionsFrontier issued several adjustments for the suspended periodMs*** *** explained that she will not pay final balance and does not want to be contacted unless we can credit entire balance owedFrontier explained we are unable to issue additional adjustments and the charges are validFrontier advised that account was written off on July 20, and that she would need to speak with Credit Protection Association to dispute amount owed 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*** would like a prorated final bill after requesting a disconnection of service on January 15, Mr*** was advised that Frontier does not prorate servicesFrontier has investigated the above statements and offers the following response: Mr*** removed television services on January 13th and prorated credits will be issued for his television services as this was a partial disconnect.An order to disconnect Mr***’s internet was issued on January 15th. The internet service will not be prorated as this was a final disconnectPer Frontier’s Terms of Service, prorated credits are not issued upon disconnection of serviceFrontier provides E-Bill Customers as well as Mail-Billed Customers updates each month on any potential changes to service and or Terms of Service.Frontier provided Customers an option to opt out of Frontier’s New Terms of Service. As Mr*** stated, this information was provided.Mr***’s internet service is scheduled for termination on February 6, 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.Unfortunately, the current solution is not satisfactory to meAs I discussed with Frontier on the phone, I was never properly billed following the cancellation of my accountAs a result, I should not have to deal with the long-term negative repercussions of having the collections on my credit report for ANY amount as there was no fault of my ownI also expended many hours on nearly a dozen calls to Frontier on this issue, and also take my credit very seriously. I would like for the total balance on the account to be dropped, and all collections activity removed from all of the credit bureaus.
Regards,
*** ***

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*** is disputing his internet speed and chargesFrontier has investigated the above
statements and offers the following response: Frontier advises Mr*** is receiving the fastest speed available for his location.Frontier advises a credit of $ has been added to the internet price of $ to make it $ thru October 17, This will appear on next billing.Frontier advises a credit was submitted for $ for December and January bills.Frontier spoke with Mr*** on January 11, 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

Per Frontier records: Ms*** disconnected service on 2/18/ Ms***’s bill cycles on the 19th of each month. Her service was cancelled on 2/and she was billed for services on the February/March statement(s) totaling $and should not have A
Frontier agent adjusted the account for the total amount of the statement $ Ms*** should see the adjustment on her final bill which normally generates in business days of the disconnect date Ms*** understands and is satisfied with the resolution Case closed

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***-*** advises that she has a billing discrepancy with Frontier and has
not received sufficient credit on her account. Ms***-*** advises that her internet has been buffering on a regular basisFrontier has investigated the above statements and offers the following response: Frontier advises that Ms***-*** is aware that she received $credits for the promotional discount that was missing from her billing statements and $late fee credits. However, no credit had issued towards the partial month charge that was generated on the September 25, statement, from when she upgraded her internet speed in the middle of a billing cycle. Frontier advises that an additional $credit was issued to her account, on November 21, 2017, since she promotional pricing was not reflected in the partial month prorated charges.Frontier advises that Ms***-*** agreed to have a technical support representative contact her at the beginning of the week of November 27, to troubleshoot her internet service and address the buffering issue Frontier spoke with Ms***-*** on November 21, and advised her of the above statements. 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 has created the request to delete this from Mr*** credit reportThe letter that is being sent to Mr*** is attached

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mrs*** bringing this matter to our attention The Complaint states that: Billing and charge of Early Termination Fee Frontier has investigated the above statements and offers
the following response: Frontier Communications advised Mrs*** on 7/1/that the Early Termination Fee would be sustained as the account that was canceled, ***, was under contract & also past due at the time of terminationFrontier Communications attempted second contact, via email, on 7/6/On 7/6/Frontier Communications emailed Mrs*** for a third & final time with a break-down of charges to the accountOn 4/4/Mrs*** paid $towards a balance of $from the MAR/bill that converted over from Verizon, leaving $unpaidThe next bill cycled on 4/22/16, bringing the new balance due to $dueOn 5/2/Mrs*** paid $towards the $balance, leaving $unpaidOn 5/20/Mrs*** paid $towards the $balance, leaving $unpaid which was credited and written offThe next till cycled on 5/22/for a full month of service with a balance of $The account was closed on 5/23/The account was subsequently auto-credited the full month of 5/22/16-6/21/minus day of service plus the charge of the Early Termination Fee, which is broken down on the final statement which was sent out on 6/22/No contact from Mrs*** since 7/7/16, the third and final contact attempt 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
Frontier Communications continue to not address my concernsThey have two accounts set up in my name because they did not complete the transfer properlyThe former accoun# ###-###-####-062714-should be completely zeroed out and closed with a final statement being sent to me showing account closedFrontier opened a new account number for me ###-###-#### which is internet only and this account has been active and receiving monthly payments as agreed since May at my current addressThe property associated with the ###-###-#### account was sold in April which Frontier has continued to bill monthly serviceI'm not understanding the confusion in rectifying this matterI have continously requested that the ###-###-#### account be closed and final statement confirming closure be sent to me to no avail
Regards,
*** ***

The Complaint states that: Mr*** advises that he returned his Frontier equipment, however he has been charged for it Frontier has investigated the above statements and offers the following response: Frontier advises that Frontier has confirmed receipt of MrJohnson’s
equipment and flagged the account for credit on his next bill cycleFrontier advises that we spoke to Mr*** on January 12, and advised of the above

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 belowFrontier's response contains information. During cancellation I was not notified I was eligible to continue receiving services. The services were terminated immediately after contacting Frontier and were not eligible to be used through the end of the billing cycle even though I was charged for those servicesPlus, what good would it have been to continue to have service in a residence I did not live in?I also cannot confirm any courtesy adjustment as the contact at Frontier continued to give different dollar amounts and the values were not shown on their website. All "courtesy" adjustments quoted were significantly less than the amount I am being charged ($adjustment versus $over-billed) during the billing cycle when I was not receiving service.Attached is my statement in which Frontier notified customers of the change in their terms of service. This was a single notification, on page four, hidden as the third paragraph inside the "Important Customer Information" section. No details were given on the changes, just that consumers would need to visit their website to see the changes. If you went to the listed website you were given a choice of over hyperlinks but no clear indication of what actually changed. The method Frontier went about making the changes to their terms of service completely lacked transparency to their customers
Regards,
*** ***

Frontier can advise that in the years Mr*** did have service he did receive promotional discounts on his service.Frontier does apologize for any inconvenience caused, however Mr***'s billing statements did advise of the renewal