Frontier Communications Corp.

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 his monthly rate with Frontier increased by $5.00, and that there should not have been an
increase because his pricing should stay the same until his contract with Frontier expires in October 2017. Mr*** advises that even though the Frontier representative with whom he spoke with on January 5, issued a credit for $for the December 19, bill cycle, his next bill dated January 19, still reflected the $increase plus a $late feeMr*** advises that his monthly rate be corrected to the $that he agreed to at the start of his year contract, back in October Frontier has investigated the above statements and offers the following response: Frontier advises that there should not have been a price increase on Mr***’s monthly billFrontier spoke with Mr*** on February 14, 2017, and advised him that an additional $discount has been applied to his account, which will bring his monthly rate to approximately $162.98. This will take effect at the start of the February 19, bill cycle.Frontier advises that this additional $discount will offset the $price increase plus any possible fluctuation in taxes and surcharges. This pricing will remain in effect until his year contract expires in October 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: *** 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

Frontier has investigated the above statements and offers the following response: Frontier advises that an adjustment has been placed and applied to the account for the installation charges that occurredFrontier advises that Amazon Prime is not an applicable promotion in regards to ***
***’s account.Frontier, as courtesy, offered to issue an adjustment for the value of the Amazon Prime Promotion, however *** *** declined this offerFrontier spoke with *** *** on April 12, in regards to the above information We regret any inconvenience that *** *** may have experienced as a result of the above matter

A Frontier employee has reached out the Mr*** to apologize for his experience and sustain the charges Mr*** made no additional attempts to cancel his service until August 16, Our expectation is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance, a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again

Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms*** advises that she is experiencing slow Internet speeds that she is paying too much for
Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms*** on June 5, and advises that the available Internet speed depends on the distance from Frontier’s closest facilitiesFrontier is providing the fastest Internet speed that it can provide at this location at this timeFrontier is continually working to improve its networks, but has no specific set plans for upgrades in Ms***’s area at this time.Frontier advises that Ms*** pays for speeds as fast as mbps and speed may vary over timeFrontier tested the access line and found that Internet speeds were within an acceptable range 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

BAs stated above the $dollar credit has finally been issued which was promised in Septby Frontier CS - This has been part of the billing problem.When I spoke to CS in Sept., credits were promised and a payment on my part of $which was to re-set my account to a zero balance, according to the Frontier CS rep.However, my next bill was not corrected because the correct & promised credits were not applied as discussed.I called Frontier again and again was treated BADLY by their CS dept- I insisted on a return call by a manager and never received a call backon 11/I tried one more time, calling again, spoke to CS Linda, who was absolutely rude to me, she relentlessly continued to keep me on the phone, badgering about making payment and telling me I'm not getting the credits promised in Septand that CS phone calls are not recorded - I demanded to speak with a supervisor, and she told me someone would call me back, but no one did!!!My payments have been consistent - even though the billing has been inconsistent - Starting in June I paid $121.61/month thru Octwith an additional $in Sep.According to the Septcall with Frontier CS my rate and services were restructured to $111.99/monthIn consideration of the verbal abuse and lack of professionalism dished out by Frontier CS staff I am expecting the balance of my account to be waived.Sincerely,*** ***
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him for bringing this matter to our attention The Complaint states that: Mr*** states he is being charged for a service he discontinued, and is paying twenty dollars more for his data that he was
quoted Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** and advised the charges for the TV service billed in November and December and January and February have been credited in the amount of $including late feeThe internet charge was billed at the higher month to month rate due to a missing discount for a two year term agreementThe account has been corrected and credit in the amount of $has been issued for the missing discount 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 *** S*** to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: For the last three months *** has been charged $for a service she had cancelled in JanuaryShe was also charged late
fees for two months of having a past due balance while she was trying to resolve the issue with FrontierFrontier has investigated the above statements and offers the following response: An order was placed on March 3, to remove the disputed $charge from Carol’s billShe was given credit of $for a late fee on March 3, 2016, and a credit of $was issued on her March 10, bill for the service she wanted cancelled in JanuaryAnother credit of $was issued on March 22, for the second late fee and to offset the charges per her requestI spoke to *** on March 22, and reviewed the credits and her current balance, and she was pleased with the responseWe 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, Mr***'s FIOS TV service was canceled as of 12/15/2016. The prorated charges for FIOS TV service were credited on the January statement, however, Mr*** was billed additional FIOS Data charges in error. A Frontier agent adjusted the $that
was billed in error. The account now has a zero balance. Mr*** understands that going forward, his data service will bill $monthly. Mr*** is satisfied with the resolution. Case Closed

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

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
*** stated he wanted megabytes per second technology for $per
month or to cancel
his serviceFrontier has investigated the above
statements and offers the following response:Frontier review the account and found that a General Manager addressed Mr***’s request for megabytes per second for $Monthly Charge.Frontier found that Mr*** has a pending service order to cancel service at this time.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:
Chelsie S*** 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
As the company stated, they reviewed my file and did find billing errors as I have been stating to them for a year now With that admission, I have asked the company to remove the account from my credit file and they have refused They claim it was my responsibility to pay the amount NOT in "dispute" however until now, they would never admit there was any error Nor did I have an amount to pay because of there claims the total amount was due I have attached the correspondence as record .I am willing to pay what is rightfully owed, but I want them to take the account off my credit file because had they looked into my multiple claims early on, there would never had been a collection account in the first place.
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

Mrs*** contacted Frontier on January 4, to discuss why she was having delays with the restoral of her phone and internet from her vacation status.The consultant was able to contact assignment as there had been a system generated error that prevented the service from restoring properly.On
this date the consultant together with the assignment group did restore the phone servicesFrontier was then able to restore the internet on January 3, according to records.Frontier has issued an adjustment in the amount of $that will generate on the next billing statement.Frontier has been unable to reach Mr*** to advise of this adjustment

Due to lack of receipt of new router, I chose to cancel service with Frontier. Thank you, *** E***

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
If any telephone calls or messages were made in December, it was not by *** *** *** or anyone authorized to use the telephone system. Frontier was contacted November 3rd when we vacated the building. I was hospitalized, a ward of the state and the business was closed. If the building owner or some other entity they gave permission to use the building, it was not authorized by *** *** *** or myself. The fact remains that Frontier disconnect all services on January 28th, 2016. *** *** *** paid all legal billing through that date and days into their next billing cycle. Frontier continued to bill again for a full month in February and again in March of - after their full disconnection. Those two months charges are what we are disputing. As I was hospitalized and cannot myself verify that my employees made the call November 3rd, as I was assured again and again we did pay all charges through January 28th. It is the charges after that date that are in dispute
Regards,
*** ***

Billing DisputeComplaint:Ms*** advises that she was quoted 65.39+ tax in Jan Her bill is not in accordance with the price quoteMs*** is asking about the Ariana T*** on 1/which has also offered $ Amazon Gift cardResponse: 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+taxFrontier has also issued a credit of to honor the wrong price quote for monthsFrontier will follow up on the account to make sure that customer receives a $credit every monthBeing an existing customer, Ms*** does not qualify for $Amazon gift cardFrontier apologize for any inconvenience

Thank you for referring the rebuttal of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Rebuttal states that: Mr*** advises that he did not schedule payments to come out of his bank account to pay his Frontier bill, and that it was either a mistake by his bank or by Frontier. Mr*** advises that Frontier claims he did not make a payment for January 2017, and that Frontier could not tell him what the actual charges wereMr*** advises that after he received a notice that he owed $and a $insufficient funds fee, he was then told by a Frontier representative that the same amount was showing as a credit on his account and that he owed nothingMr*** advises that he does not feel that the $credit is sufficient and that he should not have a balance with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that the Mr***’s bank account being charge twice was not an error on Frontier’s end, and if the customer did not schedule payments, it would have been an error on the bank’s partFrontier advises that the $was originally submitted as a credit to the customer’s account ended up getting denied because the charges were valid, for services that Frontier rendered for the months of January and February 2017, Frontier advises that Mr*** was overbilled on the February 16, statement, after his services were re-bundled on February 4, 2017, he was issued a credit in the amount of $on April 10, 2017. The customer is not due any more credits, so his remaining balance is $ We trust that this information will assist you in closing this rebuttal. 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: 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

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
The issues with the Internet and phone still exist full bill still being addedThis has been ongoing and $does not cover much of anythingThis is not the first time this issue has been presented, I was told it would be fixed and I would be compensated and this has not occured.
Regards,
*** ***