Frontier Communications Corp.

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 CommunicationsThank you for referring the
complaint of ***
*** to our office for reviewWe appreciate you bringing this matter
to our attention.The Complaint states that:Ms
*** is states that she was not billed the price she was quoted for her
internet service.Ms
*** also advises that she is still being billed for the services after
she requested the services to be cancelledFrontier has investigated the above
statements and offers the following response:A review of the account confirmed the customer’s promotional discounts did not reflect on her Frontier billThe customer was missing promotional discount in the amount of $The credit $has posted the customer’s account and will reflect on the bill in 1-bill cycles.Frontier records show that the customer services have been disconnected.The disconnection date was effective on 11/21/2016.It can take approximately days for the account to finalize.This time period is required to ensure all outstanding charges or credits are posted to the closed accountFrontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the 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.Frontier Specialist: Tocoma
K*** Department: Consumer Relations

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,
*** ***

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,
*** ***

Frontier verified with Mrs*** on May 9, that the return mailers were received

Frontier CommunicationsThank
you for referring the complaint of *** *** to our office for
reviewWe appreciate Mr*** for bringing this matter to our attention.The
Complaint states that:Mr*** states that he had
billing errors on his accountMr*** would like
reimbursed
from April to the final bill.Frontier
has investigated the above statements and offers the following response:Frontier reviewed the account and we show this account was sent to an outside collections agencyFrontier has provided contact information for this agency to Mr***.All concerns for the final bill will be addressed by this agency.Cust was sent the contact information in an email and a message was left on VM as wellWe
trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** and
Mrs*** have experienced as a result of the above
matter.Frontier Specialist: Mike
M*** Department:
Customer Relations

Frontier CommunicationsThank you for referring the Unofficial
complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention.The Complaint states that:Ms
*** states she has tried multiple times to receive a refund of her
deposit she paid on her father’s account of $ Frontier has investigated the above
statements and offers the following response:Frontier investigated and found that we are needing additional information from Ms*** in order to process her request to return the deposit.At this time we are requesting proof of the deposit amount, the statement or receipt, showing this transaction.Once this is received we can send this for processingFrontier has attempted to contact Ms*** multiple times, and left several messagesWe trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that *** Morales
has experienced as a result of the above matter.Frontier Specialist: James
N*** Department: Customer
Relations

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
This is in correct, I requested that my services to stay off on May 25, I also informed the repthat I was moving out do to a domestic dispute and did not want any services onI also stated that when I move into my new place in July, I would then call for new services. Frontier went ahead and opened another account under my name for a property I was no longer living in, they did it with out my authorizationThey have no record of my giving any consent or authorization to do so, but they do have notes stating that I requested to have my account closedThey continue to send me threatening lettering of collections for an amount and service I never requestedThis has cause a large amount of stress on me, given that I am trying to establish creditHow can a company open an account with out my authorization, for a place I no longer live in and then send me to collections? I will not pay this amount, if this does not get resolved I will seek legal assistance for all the stress they have caused me
Regards,
*** ***

Thank you for referring the complaint of Ms***-*** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: Frontier advises on January 15, a technician was dispatched to
install service order confirmationThe customer’s bill cycle date is the 15th of the monthThe January 15, billing statement was the first billIn addition, to date no payments have been received for this account. On January 19, an order was initiated to remove the STB (Set Top Box)This order posted to completion on January 21, Frontier advises on January 22, an order was initiated to disconnect the accountPlease note order activity may take up to 1-bill cycles to post to an accountResearch determined that the above order activity posted after the bill cycle dateThe February bill is not accessible at this timeOnce the February bill is accessible I will review the bill and issue the appropriate credit if applicableOn February 01, I spoke with Ms***-*** and advised her once the February bill is accessible that I would review this bill and issue credit if applicableI provided Ms***-*** my direct contact numberOur office will work directly with the customer We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that the customer may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention The Complaint states that: Ms*** stated her internet service was to be upgraded and the monthly fee would be $before taxes.
Frontier has investigated the above statements and offers the following response: Frontier advises Ms***’s service includes: FiOS Internet 150/$and FiOS TV Preferred HD $and FiOS TV Standard Whole - Home DVR $at $153.98. There is an additional $retention offer totaling $(yr) valid through 1/2/reducing the rate to $plus taxes monthly.Background billing issues were found when Ms*** worked directly with a customer service representative on 2/2/18. Credits for the overages were issued in the amount of $on 2/2/18. Please allow 1-billing statements for the credit to reflect on the billing statementWe 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 find that this resolution is satisfactory to me. I appreciate the response from the Revdex.com and thank Frontier Communication for fully looking into this matter and presenting a positive resolution to this incident
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***,a and be grudgingly except the their responseReason being because I was never able to use the internet service because it was too slow so I continue with my *** *** internet and it was not my fault that I had to disconnected they never told me that they did not have high speed internet when I sighned up for their service and I still cannot understand the total amount that I oweDoes the $include the two fees of or are those fees and addition to the $68.98? Because whenever I call customer service at Frontier they are not able to find the account so I don't want the hassle of calling being on the phone with them for an hour to pay the total so I would like to know the number to call or where to send the balance Where do I send the total and also will this be removed from the debt collector that has notified me so that this does not affect my credit
Regards,
*** ***

Frontier Communications Customer Name: Auto Parts & Recycling/*** *** Phone: ###-###-####
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*** states Frontier missed multiple appointments and he wants compensated for the $bill he received from Infinity that clearly states the technician was waiting and no work could be done, since Frontier was a no show. Frontier has investigated the above statements and offers the following response: Frontier applied a credit of $on August 16, for the charges billed by Infinity. Frontier applied a $credit on July 19, for the missed commitment 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 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

Billing DisputeComplaint: Ms*** advises that she was quoted 65.39+ tax in Jan Her bill is not in accordance with the price quoteResponse: Frontier advises that the price quote of 65.39+tax is not correctFrontier is unable to honor this wrong price quote as it is not possible to change the price of the products and servicesFrontier has added a save code of $for next one year to the accountThis will bring the bill down to 73+tax Frontier Specialist: Rose T*** Department: Executive Consumer Email: Rose.t***@ftr.com Relations

FRONTIER COMMUNICATIONSThank you for referring
the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that: Mr*** states that installation scheduled in May was not completed and services were not
installedThe lines needed to provide services to the home were never installedMr*** states that despite not getting installed, he received a bill charging for installation and servicesMr*** is requesting to be refunded the total amount due of $357.18, as they are not valid chargesFrontier has investigated
the above statements and offers the following response: Frontier has reviewed the account and found that the customer concerns are validThe installation order was closed in error while waiting on lines to be ran to customer homeThe installation closed as if it was completed, and generated chargesFrontier has determined that customer is not responsible for any billed chargesThe total balance of $has been cleared and not credit reportedCustomer has been advisedWe 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 matterFrontier Specialist: Erinn
F* Department: Customer
Relations

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*** states that he has a billing discrepancy with Frontier Frontier has investigated the above
statements and offers the following response: Frontier spoke with Mr*** on July 5, and advised his closing statement printed on July 2, 2017.Frontier advises the charges on the bill is for service through June 12, and the balance on that statement has already been creditedAccounting for the pricing discrepancy and the disconnect date.Mr*** presented no further questions or concerns and has direct contact information for the future 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 *** *** bringing this matter to our attention The Complaint states that: *** *** advises that she has been having issues with her Frontier home phone and internet services for
about a month. She advises that there is either no dial tone or a lot of static on the line, and that there has been frequent internet outages *** *** advises that the phone and internet services need to be repaired as soon as possible and that her bill needs to be adjusted for the time in which she was out of service Frontier has investigated the above statements and offers the following response: Frontier advises that there have been intermittent outages in *** *** area, and a repair ticket was created on May 25, 2017.Frontier spoke with *** *** on June 16, and confirmed that her phone and internet services were restored on that same dayFrontier advised *** *** that a credit has been issued to her account in the amount of $59.02, for the time out of service starting May 25, through June 16, 2017. The customer accepted the credit. 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