Frontier Communications Corp.

On 10-7-FTR received a request to port out order and the order was scheduled for 10-17-and completed as requested FTR did not receive a request from the CLEC to make any changes to the date and the CLEC had abandon the port. On 10-21-the customer requested FTR to
reinstall the service and FTR placed an order to bring the phone number to FTR Since the account was closed there was no way to provide the grandfather pricing that the customer had previouslyThe account was reestablished with month to month pricing On 11-02-FTR received a request to port out order and the order was scheduled for 11-28- On 11-07-FTR received a request from the CLEC to cancel the order and keep service as it is At this time the customer is still with FTR

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 there was an Internet outage for two weeks and requested to disconnect his service
on October 17, and was advised by Frontier they would process and reimburse for charges for the time the service was not available.Mr*** advises in December no action was taken for the disconnect of the service and was charged for October, November and December of monthly payments.Mr*** advises the disconnect of Internet is dated for January 2, with no answer on reimbursement of charges for October, November and December monthly payments. Frontier has investigated the above statements and offers the following response: Frontier advises that a disconnect order was submitted on December 29, and dated for the same date to close out Mr***’s account.Frontier advises we received three monthly charge backs for October, November and December for a total amount of $on January 4, 2018.Frontier advises we are waiting for the February 1, bill to print for further credits to be applied to the account. Mr*** will receive a final bill in March with a zero balanceWe 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 him bringing this matter to our attention The Complaint states that: *** stated that they moved to a location where Frontier does not offer service and they got charged $
Early Termination Fee and want it waived Frontier has investigated the above statements and offers the following response: Frontier has reviewed *** account and made the credit adjustment of $130.57. Frontier informed *** that since he had a balance of $on the account, he will receive a refund check in the amount of $within seven to ten Business 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 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

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 is not addressing the problemI was lied too for yearsFrontier told both my husband and myself on many occupations that we had to have a telephone in order to receive internetOf course we have used the telephone line, we are paying for itThe issue is that they lied to us and told us that we HAD to pay $a month for telephone that we clearly did not needThat is fraudWe have talked to technicians that have told us these lines have never been changed in yearsNothing has been upgradedThey have been deceiving customers for yearsI would not have purchased a phone line from them if I didn't need oneI was told by an employee named John, which frontier will have recorded, that I never needed a line and he apologized and stated that he would take the phone off immediatelyHow is this legal ?
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: 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

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
*** states he did not chose Frontier and would like the early
termination fee removed from his account.Frontier has investigated the above
statements and offers the following response:Frontier review the account and shows this account was a Verizon account until April 1, when Frontier purchased Verizon is his area.Frontier advised that Mr*** received $in promotions every month for months because of the term commitment which is indicated on his monthly bill statement.Frontier called and spoke with Mr***Frontier stated they could waive the early termination fee of $but would have to charge Mr*** back for all the promotions he received for the months*** refused the offerFrontier states all remaining charges on the account are valid and will be sustainedWe trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that First Name Last Name
has experienced as a result of the above matter.Frontier Specialist: Sara
W*** 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*** advises he would like Frontier to credit account and bring final bill to a zero balance
Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on August 4, 2017. Frontier explained that we were able to issue an adjustment of $on the October 1, billFrontier has issued an additional credit of $on the June 1, billFrontier explained that on the first bill we charge a month in advance and partial month charges through the bill cycleFrontier is unable to issue an additional credit 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

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 *** *** bringing this matter to our attention The Complaint states that: Mr*** is disputing his bill for services from Frontier issues with his Internet service from Frontier
Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate an adjustment has been made to the accountFrontier advises upon reviewing the account our records indicate there is a credit balance on the account.Frontier advises on April 16, Frontier spoke with *** *** and advised him the products and services on the account, the past cost of services as well as the current cost of his service with FrontierFrontier advises *** *** has a direct point of contact to Frontier for any further assistance with this issueWe 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 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

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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** is requesting that his services with Frontier Communications be prorated and his account
adjusted to reflect the date of his disconnect Frontier has investigated the above statements and offers the following response: On December 22, 2017, Mr*** requested a disconnection of service.Mr*** was advised that service would bill through the end of his billing cycle date of January 15, 2018.Per Frontier Communications Terms of Service Agreement, 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 Services, and you are responsible for all charges incurred through the date of termination. 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

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

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

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*** has been experiencing internet trouble and wishes it to be restored Frontier has
investigated the above statements and offers the following response: Frontier was not able to locate an account for Ms*** or her address Frontier has been unsuccessful trying to reach Ms*** however she has been given a direct contact name and number should she still need 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention.The Complaint states that:• Ms*** advises that she requested that her service transferred to a new address but a technician did not show up on the scheduled
dayMs*** checked on the status of her order twice that day and was assured the technician was coming. • Ms*** states that on her third call, she was advised there was working service at her location and that had to be terminated by that customer in order for her service to be installedShe does not know the previous tenant.• Ms*** is concerned that she will be billed for service at her previous address that she can’t use.Frontier has investigated the above statements and offers the following response:• Frontier apologizes that Ms*** was given incorrect information about her order by online consultantsFrontier records show that there was an unsuccessful attempt on 7/22/to reach Ms*** and advise her about the delay.• A Frontier representative later spoke with Ms*** and requested her to provide a copy of her lease as well as contact information for the landlord so that Frontier could confirm the previous tenant was no longer living at the residence and had abandoned the serviceMs*** provided the information and the old service was disconnectedMsJones’ service was then activated on 8/5/Ms*** confirmed it was working.• Frontier credited MsJones’ account for the day service gap and issued a $missed commitment credit.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 has been waiting for deposit refund Frontier has investigated the above
statements and offers the following response: Frontier spoke to Ms*** on April 10, and she confirmed that refund was received.Frontier explained credit issuedWe 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

Tell us why here 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 that he requested to have his account disconnected by writing the
request on his bill. Mr*** advises that his account was disconnected on November 8, Frontier has investigated the above statements and offers the following response: Frontier advises that our records show that Mr*** called Frontier on November 8, and requested to have the account disconnected.Frontier advises that our records show there were no calls place to disconnect the account prior to November 8, 2016.Frontier advises that all Frontier bills to customer have a bill message and it states “please do not send in correspondence with your payment”.Frontier advises that payments are processed by a machine in a payment processing center that handles payments only, not correspondenceFrontier advises that the balance on the account is correctFrontier spoke to Mr*** on April 18, and advised of this information 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

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