Frontier Communications Corp.

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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 he sold products he did not need or want by FrontierFrontier has investigated the above
statements and offers the following response: Frontier spoke with Mr*** on March 27, 2018, and reviewed complaint and account.Frontier worked with Mr*** to correct his account to internet only, and issued credit for services for $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

Posted by Reporter3485911,

Globalsolutionbusiness.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
I was never advised of any charges by the service technicianThe phone jack that was replaced was done at the discretion of the techWe had approximately more phone jacks that the router could have been moved toThe tech did this as a precaution and never told me of any chargesReplacing this jack did not fix the problemThe problem to me appeared to be somewhere down the street as the tech had to go down there several times during our days as a Frontier customerI will gladly pay for only the days of product we had during the day periodI suggested a dollar a day since Frontier didn’t agree with itI have talked with Frontier several times and all they appear to be concerned with is the jack that was replaced during a service call, in which I did not know I would be charged forI wouldn’t have agreed to that if I had knownI am requesting Frontier to accept my offer of $or pro-rate my bill of $for internet for the days of actual internet I receivedI do not authorize any company to come into my home and do whatever they want without my approvalThis what the tech didI have no work receipts for any service call due to no serviceI refuse to pay for a product that is no good, which is Frontier. Regards,
*** ***

Posted by Reporter3267310,

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 has a billing discrepancy with Frontier. Frontier has investigated
the above statements and offers the following response: Frontier advises that Mr*** did get overbilled for the months of May and June 2016, when his promotional discounts dropped off the account in errorFrontier advises that in December 2016, Mr*** received a credit for the billing error that took place in May 2016.Frontier advises that a credit in the amount of $was issued to Mr***’s account on September 22, 2017, to compensate him for the billing error that occurred in June 2016.Frontier advised the customer of the above statements on September 22, 2017. 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

Posted by Reporter3185615,

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*** advises that since Frontier took over his service on April 1, that he has been constantly overchargedMr
*** states he has spent countless hours trying to resolve his billing dispute with FrontierFrontier has investigated the above statements and offers the following response: Frontier made contact with Mr*** on October 20, Frontier has provided Mr*** with details of his monthly chargesFrontier researched his billing back to when service was installed December and found that Mr*** has not been overchargedFrontier has credited Mr*** for a reconnect fee and late payment fees due to his disputeFrontier has provided Mr*** with a direct point of contact should he have further questions or concerns We apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Posted by Reporter3619047,

Our records indicate on May 5, Mrs*** called Frontier Communications billing specialist wanting to end her contract without an early termination fee, and was advised an early termination fee would apply if she were to end her contactMrs*** did not want disconnect servicesOn this
same day, Mrs*** also spoke with our tech support team advising she having issue with her internet servicesTech support power cycled router and refreshed ports, and services were working againMay 16, *** called back to tech support experiencing slow internet speedTroubleshooting steps were followed, and that customer’s internet speed came back upJune 25, Mrs*** spoke with our tech support team advising her internet has not been working since June 24, 2016, and not able to connect using iPhoneTech support refreshed router and Mrs*** confirmed services is now working.Last payment received was in the amount of $on April 4, Prior to this payment, $was paid on January 25, September 21, a courtesy credit for the early termination fee was applied for $Current balance due is $478.10.We have made unsuccessful attempts to reach Mrs*** to address her concerns on ###-###-####We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** has experienced because of the above matter

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Posted by Reporter3782723,

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: Mr*** also stated he was quoted a rate of $for his internet services.Frontier has investigated the above
statements and offers the following response:Frontier records show that Mr*** was quoted $for the 100/internet speed with a Customer Loyalty Credit of $50.Frontier may offer promotions on pricing and services to eligible customers at various timesMr*** account was not eligible for the $Customer Loyalty CreditFrontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that MrAgrawalla
has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager

Posted by Reporter3213560,

Frontier has investigated the above statements and offers the following response: Frontier advises that the internet speed upgrade was completed on August 25, 2016.Frontier has internally addressed all possible coaching opportunities related to this complaint.Frontier has issued a $
courtesy credit to the account for the inconvenience. 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

Posted by Reporter3286733,

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*** had a cancelled new service installation order with Frontier and it awaiting his $refund since March 2016.Frontier
has investigated the above statements and offers the following response: Frontier initially mailed out a check to Mr*** however the last name was incorrect, we have reissued a $check and mailed it to Mr*** on April 22, 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

Posted by Reporter3558609,

Tell us why hereThank 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 was over billed for $and was advised by a Frontier agent that it was an error and that a credit would be issuedMr*** advises that he has not received the adjustment. Frontier has investigated the above statements and offers the following response:Frontier advises that Mr*** placed his service on a vacation service on April 21, and another order was placed on May 5, to remove the service off of the vacation service. Frontier advises statements were issued every month and there are no records of calls questioning the charges for servicesFrontier advises that the adjustment request was submitted; however, it was denied as it was not a valid adjustmentFrontier spoke with Mr*** on November 9, to review this information with himWe 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

Posted by Reporter3713492,

Thank you for referring the complaint of to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** advises that she experienced connectivity issues with her internet service from Frontier.Ms*** states that
frontier is going to bill her to the end of her billing cycle for services she did not have.Frontier has reviewed the above statements and offers the following response: Frontier advised that they spoke with Ms*** to discuss her concerns.Frontier issued credit of $to zero out Ms*** account since the request to disconnect was for the end of her billing cycleFrontier advises that Ms*** is satisfied with this resolution.Ms*** 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 Ms*** has experienced as a result of the above matter

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Posted by Reporter3114277,

Globalsolutionbusiness.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
They addressed the cost- that is fine I am working direct with msCobb to address the quality issue Frontier has made good effort and we have good communication on the quality issue I agree with closing this complaint Thank you to the Globalsolutionbusiness.com and frontier for being reasonable and helpful I will continue to communicate with msC*** to get a tech to investigate quality issues. This is an example of a good use of the Globalsolutionbusiness.com and a company making a good faith effort.
Regards,
*** ***

Posted by Reporter3385756,

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: Customer states that she has returned the Frontier equipment and
request’s charged amount be credited and removed from her credit reportFrontier has investigated the above statements and offers the following response: Frontier has confirmed equipment has been received and will be submitting a correction to the credit bureau 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

Posted by Reporter3304035,

Thank 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 was not receiving his billing statements from Frontier and was not able
to pay the bill and the service was disconnectedMr*** states Frontier advised him that he was in paperless billingFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate the billing has been adjusted to the date of disconnection.Frontier advises upon reviewing the account our records indicate the account is profiled to receive a paper copy of the billing.Frontier advises upon reviewing the account our records indicate the billing address for the account has been updated.Frontier advises upon reviewing the account our records indicate *** *** has been sent information on the various ways he can pay his bill.Frontier advises on April 6, Frontier spoke with *** *** and advised her of the above mentioned.Frontier 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

Posted by Reporter3655754,

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Ms*** account and discovered that she was charged a final bill in the amount of $for installation charges and a broadband processing fee not a refund for $22.89.After further
research, Frontier has credited the installation charges and as a courtesy also credited the broadband processing fee. Ms*** does not have an outstanding balance with Frontier. The collection agency assigned to Ms*** account, Credit Control Corporation, will be notified to withdraw collection activity.The agent handling this complaint has provided her contact information to Ms*** should she have any questions We regret any inconvenience that *** *** may have experienced as a result of the above matter

Posted by Reporter3383252,

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*** is stating she returned her TV equipment back to Frontier days after disconnecting her account
• Ms
*** says that she paid her final balance in full but has since received statements that are billing for the equipment
• Ms*** states that customer service agents confirmed that the equipment was received and advised that she does not owe the balance however she is now being advised that she will be sent to collections and her credit affected
• Ms*** is requesting a letter stating that the equipment was received and that she has no balance due to Frontier
Frontier has investigated the above statements and offers the following response:
• Frontier records show that Ms*** returned both of her TV set-top boxes, which were received by Frontier on 11/8/
• Review of the account history confirms that Ms***’s final balance was paid in full on 11/15/and due to a system error she was billed for unreturned TV box on the 12/4/billing statement
• Review of the contact history confirms that that the billing issue was not corrected by customer service as required and the balance was referred to collections for processing
• Ms***’s balance has been adjusted to zero and an email confirmation has been provided to her
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** has experienced as a result of the above matter

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Posted by Reporter3540638,

Frontier apologizes that no order was in place until 6/3/There will be a June bill also since the bill print date is the 1st of the month and the actual order to disconnect was not placed until 6/3/The order has effective date of 5/4/and extra days of credit for $issued
so that the result will show no billing past 4/30/Since we only render a bill once a month, this will not show until the 7/1/bill printMs*** may ignore both the May and June bills and owes Frontier nothing at the time

Posted by Reporter3306419,

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states that she was charged for equipment after returning it to a retail center Frontier has
investigated the above statements and offers the following response: Frontier advises that that the equipment that was charged to the bill had not been flagged as returnedFrontier advises that as of April 13, the equipment has been flagged as returnedFrontier advises that an automated adjustment will be applied to the account on the next billing cycle.Frontier advises that an account override has been placed on the account for the amount related to unreturned equipment charges, until May 5, to prevent collections activity prior to the automated adjustment occurring on the next billing cycle We regret any inconvenience that *** *** may have experienced as a result of the above matter

Posted by Reporter3066754,

Frontier
CommunicationsThank you for referring the complaint of *** *** to our
office for reviewWe appreciate Mr*** bringing this matter to our
attention.The Complaint states that:Mr*** indicates that he was charged for cable television and telephone services after he had requested
cancellation of these two services from his account on January 9th, Frontier has investigated the above statements and offers
the following response:Frontier finds that Mr*** did call in to remove said servicesHowever, there was no order placed to complete this request.Frontier has cancelled the television and telephone services as requestedThe order to remove said services has been backdated to January 8th, Frontier advises Mr*** that a Frontier agent will be reviewing the May 7th, bill to ensure that accurate credits were providedFrontier advises Mr*** that his monthly recurring charges will be $per month before taxes for his current internet package and router rental.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 Specialist: Allison S*** Department: Executive Consumer Relations

Posted by Reporter3288238,

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 that he has been trying to order Quantum enhanced DVR boxHe explained that he received the
label and box to return old equipment, but never received the Quantum boxI would like to get the equipment I orderedFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on May 26, 2017. Frontier has confirmed that Mr*** should have received the quantum equipmentFrontier has resent the Quantum DVR on June 2, and confirmed that a technician is not neededMr*** has been sent self-install instructionsFrontier has made several attempts to reach MrTaylor; however, we have not been able to speak with MrTaylorFrontier has sent a ‘Please contact Frontier email letter’If Mr*** has additional concerns he can call the Executive Relation at ###-###-####Frontier has set a follow up to ensure equipment was received and working correctlyWe 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

Posted by Reporter3420940,

Globalsolutionbusiness.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
Regards,
*** *** ***I have also made numerous attemps to call Carla at frontier back, but I have had no success in getting throughI had to search, but finally I did see the notice of upcoming increase on page-of my bill and it was in small printObviously this was not meant for a customer to notice

Posted by Reporter3356506,

www.reico.com PO Box 5157, Tampa, Florida, United States, 33675

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