Frontier Communications Corp.

I have attached documents, The 1st document includes a response from Fronteir to Revdex.com and a screen shot showing the information provided by Fronteir is invalidThe 2nd attachment shows the original offer showing I was promised a gift card not an amazon card that was never received.Thank You, [redacted]

Frontier has investigated the above statements and offers the following response: Frontier has placed a collections override on Mr [redacted] ’s account as a courtesy so that his account is not disconnected for nonpayment.Frontier has investigated Mr [redacted] ’s account and has determined that Mr [redacted] resides in an area of high internet usage during peak periods could be affecting internet service speeds.Frontier advises that internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and Wi Fi network interference Customer speeds may vary over time.Frontier spoke with [redacted] and she advised she has no further questions or concerns We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Dear Revdex.com, As of to date, (Fe15, 2017) I have not received any letter from Frontier as they stated they have sent meI have just received another billAnd in my request on my first letter to the Revdex.com I asked that Frontier compensate me part of the bill for the great injustice of servicePrior to my contacting Revdex.com I received three late fees taken off my billThat was and is NOT enoughThey have caused such a problem with this service they need to be fair and just I have received a couple calls from Frontier and I haven't been hereBut I have returned the calls from the number shown on my caller IDThe lady I was dealing with was "Carla"...I sent in not once but twice FAXED at two different dates a copy of my DISH NET bill...so she could see the charges and do some adjustments (is what I was told)The first date being Jan25th (which Carla stated she had not received and there are only people in her department area and they would of given it to her after it got faxed) my personal thought 'more incompetence' (and my fax receipt copy said it got sent to her department successfully) and the second date being Feb1st (and receipt from fax said it got sent successfully, too) I have returned the call once after faxing her the statement a second timeIt was on Feb 6th at 9:45am (the automative voice did not connect me to the right department)So, I called the 1-number again at 9:53am...sat for awhile listening to the ridiculous music...waiting...spoke to a lady named, Macy at 9:59am...went thru the whole story with her and she said, she would try to find this Carla and see what is going on...had me on hold for quite awhile...she came back and said she was trying to find out who else I could talk to...again on holdFinally I was disconnectedTalk about being aggravated...I am beyond 'reasoning' at this present timeI have more to do with my time then trying to contact this Carla who does NOT leave an Extnumber to call her back onYou have to go thru the 'regular' Frontier people who haven't a clue as to what is going onSo, I regain my composure and try to call again...the 1-number...after waiting again for several minutes I now get a lady named Minerva...who I have to once again go thru the same story and she honestly does have a clue as to what I am talking about and she tries to figure out who she can get to talk to me...when I said...never mind...I am tired of being on hold getting disconnected and no one has a clue as to what I am talking aboutI will wait for this Carla to contact me (hopefully when I AM home) and try to see if we can reach some sort of an agreementHopefully the next time she calls she will leave a number with an extension number to contact her back...because this way isn't workingI am not being able to return her call I tell this Minerva lady to 'have a good day and ...goodbye' Now we are going thru another issue with Frontier and there poor quality of serviceWe are dealing with a 'party line'There is an elder lady on the line (quite often) and much static in the line...on most daysI have been 'cut-off' talking to my husband and he has been 'cut-off' from discussing Pinformation before having his surgeryfrom DrV***'s office...(his HEART specialist) This has been nothing but a hassle as well This little elder lady seems to think it's her line and we think it's oursShe has told 'whomever' she was talking to - she has turned in a complaint to no avail...and for sure we have turned in a complaintI called on Monday, January 30th and informed them of this 'party line' situation...(which had been going on for around days...we had thought maybe it was due to the weather and hoped it would get better)and was informed Frontier would be out to take care of it Wednesday, Feb1st (the technician on the line could HEAR the elder lady talking with someone else and all the static)Guess what...no one came to repair it on Feb1st (surprise...surprise)On Tuesday, Feb7th a repairman called my husband, Jim and asked if we still needed the 'line' fixed...Jim informed them 'yes'...the repairman stated he had a work order to fix our lineThey said okay they would be out to fix it Well, again no date or time and no show So, I called and spoke with a technician named, Mike om Feb10th at 10:19amHe read all the previous notes and stated he didn't know why this was not repaired (I had to wait for the little elder lady to get of phone line to call Frontier, again...because of so much static)Mike gave me a new date of Feb21st (also gave me a ticket number this timeof he also asked me to call them back the day before (Feb20th) to make sure we are still scheduled and nothing has changed I find this a bit amusing...that I have to call the day before to make sure nothing has changed I am NOT please with Frontier at all...they have been a huge disappoint the last to monthsI truly wish we could get another phone company in our area with a better quality of serviceJust to miles down the road people have finally been able to connect with Time Warner and it's services...they have told me they are much happier in not having to deal with Frontier Sad don't you think? And I for one can NOW understand why I am hoping this will be resolved FAIRLY and quickly...because if my service gets interrupted because of their incompetence maybe another option will have to be done Thank you for your time - have great day Respectfully, [redacted] ***

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: • Mr [redacted] advises he should be paying more than he agreed.Frontier has investigated the above statements and offers the following response:Frontier’s investigation found that Mr [redacted] changed his TV services from Frontier FiOS to DishNetwork on 09/22/2016.Mr [redacted] TV services are now being serviced by DishNetworkFrontier records reflect that a courtesy credit of $towards Mr***’s account.The credit will reflect on the customer’s bill in 1-bill cyclesWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Frontier Specialist: Tocoma K Department: General ManagerTelephone Number: ###-###-#### Fax Number: ###-###-####

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Ms[redacted] states that in July she was offered a Frontier package for less per month with more services then she hadMs[redacted] states her service was installed however when the service technician completed the install Ms[redacted] did not have service working and her land line number was changedMs[redacted] was provided with equipment that she did not order and has spent many hours on the phone attempting to get service repairedMs[redacted] states that she cancelled her service and now she is being sent to collection for $Frontier has investigated the above statements and offers the following response: Frontier reviewed the case and we show that credit has been issued to the account in the amount of $The remaining balance is and the account balance has been updated with all departmentsFrontier reached out and spoke with Ms[redacted] We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] 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 [redacted] , and find that this resolution is satisfactory to me Although, I would like for them to stop the collections issue/billing and credit back the billing to the 03/31/ Regards, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me except for the following issuesI didn't want to totally reject the offer but I am not totally satisfied eitherYour system does not allow for this option I called and left a message with Consumer Relations, Robyn P [redacted] early this morningI stated that I need a letter stating the EXACT balance due and something showing me the credit applied to his accountI asked that they send this to my personal e-mailSorry but I have no faith or trust in FRONTIER!!! When I see it in writing and the credit processed then I will believe what they say! Also, I did not realize that I had to respond to Revdex.com and not to FRONTIER while I was trying to read this e-mail on my phone, so sorry if I did this incorrectly or overstepped my bounds The late charges should be adjusted I believe the late charges would be calculated on the ENTIRE balance due so a portion of these should be credited so they reflect the fact that he should not have been charged for anything past 3/30/For example, if he owed and there is a 1% late fee then he would add $to his balance and that would equal $the following month and then 1% late fee on that would bring total to $730.46, etcCharging the late fee on the balance due as it reflects now would still be overcharging him! When I see the final total in writing, I will make sure the bill is paid in fullI do not think we need to have a deferred payment plan but I can decide that when I see a BOTTOM LINE figureAlso, I need a phone number to call to make payment or an address where to send payment So please follow thru on these above issues and we can resolve this issue ASAP and get my father-in-law's services restored.Regards, [redacted]

The Complaint states that: Ms [redacted] advises that she has been disputing her incorrect billing with Frontier since January Ms [redacted] advises that she was offered a $Amazon Card when she started her service with Frontier that she never receivedFrontier has investigated the above statements and offers the following response: Frontier advises that a thorough audit of Ms***’s account has been completed, and it has been determined that the current balance on Ms***’s account is correctFrontier advises that the $Amazon Card was sent to Ms***’s email on October 25, 2017.Frontier advises that we spoke to Ms [redacted] on October 25, to advise of the aboveDirect contact information has been provided

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] States she renewed a bundle contract for years, but has since been told the television portion of her bundle is on a month-to-month rate Frontier has investigated the above statements and offers the following response:Mr***’s re-bundled her bundle with Frontier for years, however the television was left on a month-to-month rate.An order has been placed to add the 2- year contract rate to her television service This also generated an $discount to be applied to her television package through 2019.Ms [redacted] has been advised of this updateWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter Frontier Specialist: Carla P [redacted] Department: Customer Relations

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] 9/18/17I was asked to contact you within business days following our conversation with Frontrier on 9/15/ The matter was not settled, nor will it ever be I ( [redacted] ) did not get anywhere by the phone call made to me by the Frontier representative in regards to our bill after cancelling our services with them At this point, we are paying the bill to get the credit agency off our backsBUT......I still want a complaint filed against Frontier for their poor customer service As you will note in my original complaint; all the calls we made and received no calls back like they promised, nor received a corrected bill within a timely manner I would also like to add that when I spoke with the representative on 9/and asked about our "so called" contract with our internet and how they determine how that contract renews, as we never signed anything other than the original contract years ago which only covered a couple years He told me that when the date of the contract is up they just automatically renew it Not acceptable They should be calling their customers a month before the contract is up to make sure the customer still wants the service, and not just automatically renewThis way their customers can keep tract of recordsI did inform him that this was also poor service Thank you for your service with this matter, [redacted] and [redacted]

Mr [redacted] states that that he contacted Frontier to move his services and kept getting conflicting information.Frontier has reviewed the above statements and offers the following response: Frontier spoke with Mr [redacted] about his concerns about his service order.Frontier reviewed the orders and verified his offer.Frontier expedited the installation date.Frontier advises that Mr [redacted] is satisfied with this resolution.Mr [redacted] presented no further questions or concerns and has direct contact information for the future

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Contract auto renewed without Ms [redacted] ’s knowledge and she was charged an Early Termination fee Frontier has investigated the above statements and offers the following response: Frontier has reversed the Termination penalty as Ms [redacted] should not have been charged since it was on auto renewal We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he had his account on autopay and it seems to have dropped off three months ago Mr [redacted] is requesting the late fees of $per month to be waivedFrontier has investigated the above statements and offers the following response: Frontier found that the auto pay is still turned off The last payment that was successful was on January 30, A payment failed on March 2, 2018.Frontier spoke with Mr [redacted] on April 23, and issued the $in late fees that were billed on the April and March statements, Mr [redacted] was satisfied with that.Frontier advised no payment has been received since January and autopay still seems to be off on the account.Frontier will continue to work with Mr [redacted] to make sure this auto pay issue is resolved quicklyWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] 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 [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Jr It is an unfair bushiness practice to charge a consumer getting only MBs download the exact same monthly fee as a consumer getting twice that speed (MBs)If Frontier is unable to provide equal speeds to all at that price level, than a reduction in cost should be provided to the consumer getting a lower speedIt is not the consumer's fault, but that of the ISP who does not have the necessary equipment in place to provide equal service to allThank you, [redacted] Jr

Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: The Frontier internet and TV service did not work and Mr [redacted] called Frontier only to be hung up on or placed on extended holdsA technician came to the home, advised that the problem had been resolved and the issue still existedA supervisor promised Mr [redacted] that the monthly bill would be reduced for the days he took off work to be available for the installation and trouble tickets which were both missed commitments Customer service offered to adjust the installation fee and the credit was not issuedFrontier has investigated the above statements and offers the following response: Frontier issued $in courtesy credit to the account on 10/14/for the two missed commitments on the installation and trouble ticketsIn addition a credit of $was issued for billing past the requested disconnect dateTotal credit issued $A credit of $was issued for the Early Termination Fee, however, the credit was denied per the reason listed for the adjustment was customer disconnected service within the first days Frontier does not honor a day trial period on service therefore the adjustment was deniedFrontier apologizes for the poor service experience Frontier will address internally any coaching or disciplinary actions related to this complaint We trust that this information will assist you in closing this complaint We apologize for any inconvenience [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] received a Frontier bill for $for a services This was the first statement she received in November when service was installed in OctoberMs [redacted] spoke to many Representatives that promised a credit and she did not receive oneMs [redacted] was not aware that the Dish service could on vacation for $a month right away Frontier has investigated the above statements and offers the following response: The November 7th billing has $in Dish charges since they did not bill on the October billing October billing included all of the installation and prorated charges from Frontier The latest billing that came out December 7, shows you are due a refund of $74.77.Dish is also showing a credit of $for you as well We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] 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 [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] This has not been resolved 9/24/17I also indicated to the representative to email me only, because of a hectic scheduleI also spoke with Citi re: my refund they say it will be processed, but I have heard that many times before.I WILL CONSIDER IT RESOLVED WHEN I GET MY REFUND At that time I will notify the Bureau Thank you so much [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you very much for your help, you were able to resolve what its taken me over months of calls!! I havent received any calls from them but that really does not matter, thank you!!!! Regards, [redacted]

Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advised that he cannot get ahold of customer service and his overall internet quality has gone downMr [redacted] advised he was told his bill increased due to a promotion expiringMr [redacted] advised he does not have time to wait for a technician to come out between A.Mand P.M Frontier has investigated the above statements and offers the following response: A Frontier Customer Service Representative has contacted Mr [redacted] and offered him a saves credit of $off his bill Mr [redacted] finds this fair.Mr [redacted] advised he spoke with technical support who state all signals are fine and wanted a Frontier technician to look into Plano/Allen area A representative tried to reach Mr [redacted] to get a date and time when he would be able to discuss with at technician but customer never responded We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter Frontier Specialist: Gabriela C [redacted] Department: Consumer Relations Telephone Number: ###-###-#### Ext Fax Number: ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The company has not provided any solution to resolve the issueThe company is fully aware of the less than acceptable service it provides, but is unwilling to fix the issue Regards, [redacted]