Frontier Communications Corp.

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

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

Revdex.com:
I was contacted by the Frontier manager yesterday and accepted Frontier's offer of a monthly credit $applied to each bill statement during the 3-year contract termI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I appreciate much of your help and Frontier's resolution to this matter
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier advises that billing adjustments will be placed for reported service related outages and issues.Frontier advises that there were no trouble tickets placed reporting an internet related concern.Frontier
advises that there are no record of reported concerns to Frontier’s internet help team.Frontier advises that there are no reported incidents of the service related concern and therefore declines *** *** *** request for a billing adjustment. 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

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 find that this resolution is satisfactory to me. However, the above mentioned action on their part was promised to me on September the and I received a bill from them on Octnegating our original agreement.This happened after I had submitted my complaint to the Revdex.com I contacted them on Octwhen I received the follow on bill and was told no credit had been issued.I again was contacted by someone in corporate offices on Octand told the credit was issued and the balance removed.I believe it is acceptable to close this file at this time, but if I receive another bill from them that contradicts all of the current agreements I would like to reopen this file.As your current "F" rating and comments on this business reflect, this business suffers from very poor customer service and relations.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: 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 his original account with Frontier was disconnected in error.Mr*** states that he was told he could have Fios 150/internet speed but was only given 75/speed and was advised the higher speed was unavailable.Frontier has investigated the above statements and offers the following response:A review of this account shows that Mr***’s original account with Frontier was disconnected in errorA new account was established with a new telephone number as the prior number was no longer available.Mr*** had purchased Fios 150/internet service during the establishment of his new accountThat speed was unavailable at Mr***’s address at that time, due to an error the representative who offered this product to Mr***, was unaware that the product was not available to Mr***’s addressFrontier performed upgrades to the service in Mr***’s area to provide him with this speed.A frontier representative placed an order to move Mr***’s speed to the Fios 150/speedThis order completed on December 30th, 2016.A Frontier representative has issued a total of $to Mr***’s account for time out of service and billing errors.A Frontier representative has reached out to Mr*** in an attempt to discuss this complaint and has been unable to reach him.A letter has been sent to Mr*** via email and U.Smail containing contact information for a Frontier representative if he wishes to further address this issue.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. Mr.*** states that his original account with Frontier was disconnected in error.Mr*** states that he was told he could have Fios 150/internet speed but was only given 75/speed and was advised the higher speed was unavailableFrontier has investigated the above statements and offers the following response: A review of this account shows that Mr***’s original account with Frontier was disconnected in errorA new account was established with a new telephone number as the prior number was no longer available.Mr*** had purchased Fios 150/internet service during the establishment of his new accountThat speed was unavailable at Mr***’s address at that time, due to an error the representative who offered this product to Mr***, was unaware that the product was not available to Mr***’s addressFrontier performed upgrades to the service in Mr***’s area to provide him with this speed.A frontier representative placed an order to move Mr***’s speed to the Fios 150/speedThis order completed on December 30th, 2016.A Frontier representative has issued a total of $to Mr***’s account for time out of service and billing errors.A Frontier representative has reached out to Mr*** in an attempt to discuss this complaint and has been unable to reach him.A letter has been sent to Mr*** via email and U.Smail containing contact information for a Frontier representative if he wishes to further address this issueWe 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*** advises she was promised a credit of $but has not been issuedFrontier has investigated the above
statements and offers the following response: Frontier spoke to Ms*** on November 28, 2017. Frontier explained that we have issued adjustment and will appear in one to two bill cyclesFrontier explained that we have set follow up to ensure bill accuracyMs*** advised she is satisfied with the resolutionWe 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*** 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

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for
reviewWe appreciate *** *** bringing
this matter to our attention.The Complaint states that:Mr
*** advised Frontier quoted him at $for Simply Broadband Ultra.Mr
*** stated his monthly recurring charges has been reflecting more on
for the past three monthFrontier
has investigated the above statements and offers the following response:Frontier reviewed the account, it now reflects as the quoted amount of $for Simply broadband UltraFrontier has added the correct promotions onto the account on August 4, to correct the billing errors.Frontier has issues manual adjustments from the May 2017, June and July statement of $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: Shaneshia
R*** Department: Customer
Relations

Frontier has investigated the above statements and offers the following response:Frontier finds that during the order process the term fee was not removedFrontier advises that it has waived the $early term fee.At this time the customer’s balance is $due by August 9,
2016. 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

Complaint Number: *** 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 an install charge to set up her Frontier Internet service Frontier has investigated the above statements and offers the following response: Frontier has investigated and determined that Ms***’s installation charge of $was set up to be billed over monthly installments of $each. Frontier also advises there is no option for a self-install as documented on the install orderFrontier advises the January 17, bill statement billed the monthly fee for Internet and Router $and the Install and setup fees for $and $for a total of $69.99. The February 17, bill statement billed for Internet and Router $plus Install fee $and Late fee $9.00. The total billed amount was $138.99. Frontier attempted to reach Ms*** to advise of the above but was unsuccessful. Frontier left a message for Ms*** that included direct contact information

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

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 signed up for Frontier TV, internet, and home phone services in December 2016. He was
quoted a monthly rate of $for the services and $for the extra cable box, but his first bill was in the amount of $201.89. He also advises that he was overbilled for the next billing cyclesMr*** advises that he wants to have Frontier honor the pricing he had originally been quoted by issuing credit for the amount that he had been overbilledFrontier has investigated the above statements and offers the following response: Frontier advises that Mr*** did not receive all of the promotional discounts that he was supposed to have received, which resulted in him getting overbilled. He has already been issued credits totaling $131.33, which are reflected on his February 24, statement.Frontier advises that since Mr*** cancelled services with days remaining in the billing cycle, he will automatically receive a prorated credit for the days in which he no longer had service with Frontier. The prorated credit amount should come out to approximately $212.13, and with an additional credit of $issued on March 14, 2017, the total credit amount would come out to approximately $Frontier spoke with Mr*** on March 14, 2017, and was advised that his next statement dated March 24, will reflect prorated credits resulting from the cancellation of services in the middle of the billing cycle as well as additional credit from having been previously overbilled. Frontier contact Mr*** via telephone on March 27, 2017, once the upcoming bill is available to review, to ensure that all of the appropriate credits are reflected on that statement 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 her bringing this matter to our attention The Complaint states that: They’ve had numerous Missed Commitments and could not get the Fios Set Top Box to work Frontier has
investigated the above statements and offers the following response: Frontier reached out to the customer and it was verified that we had never activated the Set Top BoxA Technician did not have to go out it was corrected over the phoneI also informed her that I did issue her a $courtesy credit for the Missed Commitment and that I issued a total of $which was for the cost of two months of $each for the Set Top Box Charge Customer is satisfied and has my contact information for future reference 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

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*** started an internet account with Frontier in February however she cancelled it in *** due to it not meeting her
needsWhen Ms*** terminated the account she was told she did not owe any further chargesMs*** called Frontier several times to resolve the billing issue and was told it was taken care ofMs*** states as of November she received a collection notification that she still owed Frontier an outstanding balance. Frontier has investigated the above statements and offers the following response: Frontier shows the last statement we sent Ms*** was in September Credit was posted to Ms***’s account on September 22, to reflect a zero balance and we find no record of any collection notices being mailed after this time to Ms***Frontier advised Ms*** she does not owe any balance due. 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 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

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
My contract was with Verizon and not with Frontier I was willing to accept services from Frontier, after I discovered that they were the new providerI discovered that they were the new provider when I lost service and had to call to try to restore service.I lost service on April 16, and the service was never restored by Frontier Therefore, Frontier failed to provide the service that I had contracted with Verizon to provide.
Regards,
*** ***

Thank you for referring the complaint of
*** *** to our office for reviewWe appreciate him bringing this matter to our attention
The Complaint states that:
• Mr*** is stating that on 9/28/he contacted Frontier to inquire about new FIOS service
• Mr*** says that agent Richard requested his social security number to verify his identity and stated that it would avoid the installation fee of $
• Mr*** says that the agent later confirmed there would be an installation fee of $after he provided his information
• Mr*** is requesting the Frontier provide free lifetime credit monitoring and protection due to his concern about identity theft
Frontier has investigated the above statements and offers the following response:
• Frontier records show that Mr*** was first advised by agent Richard that he would try to waive the one time fees, including a $installation fee, after he could perform a credit check
• Review of the contact confirms that Mr*** was advised of the $installation fee for Simply FIOS which is a valid charge, after he provided his credit information
• Frontier requires information to validate a customer’s identity before providing service and the absence of a valid social security number or credit check, can result in the addition of a deposit fee requirement
• Frontier will not provide any credit monitoring services as there is no evidence that Mr***’ information was compromisedFrontier apologizes for the misinformation provided
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

Frontier confirms a disconnect order has been issue to close the account with an effective date of 4-1-Frontier apologizes for the inconvenience the customer experienced