Frontier Communications Corp.

Frontier received a report of phone out of service August 30, and issued a repair ticket due September 6, Frontier escalated the ticket to September 4, 2017, when the repair technician arrived the technician was declined access and was advised that Ms [redacted] decided to cancel serviceFrontier confirms Ms [redacted] telephone service is disconnected and has issued credit for time out of serviceWe trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier advises due to an isolated service order error Mr [redacted] was overcharged for servicesFrontier has credited the account in full leaving a zero balance on the accountFrontier attempted to reach Mr [redacted] to advise of the above but was unsuccessfulFrontier left a message with direct contact information We trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter

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: Ms [redacted] stated that her service was not installed until August 7, due to a missed appointment, but her billing began August 5, Ms [redacted] stated she put the service on vacation mode as she was going to work in Germany for the army for ten monthsShe also said she cancelled the service after getting the first bill.Ms [redacted] is in agreement that she should pay $plus the $installation feeShe requested that the final bill be reduced to a total of $Frontier has investigated the above statements and offers the following response: Frontier spoke with [redacted] on November 21, Her billing was not correct on the first bill as she was missing bundle discounts for the prorated time period and the standard month in advanceThe current status of the service is disconnected with the last day of billing as September 13, Frontier credited Ms [redacted] ’s account for the missing bundle discounts and the dates of August 5, and August 6, when she did not have working serviceThe remaining bill is $267.00, which is the amount that was requested by 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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Consumer called Revdex.com and said she wants something in writing stating that she does not owe this and does not want it to go to collections Regards, [redacted]

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she is not receiving the promotional price that was offered to her by Frontier.Ms [redacted] also states that she has been billed late fees due to the incorrect billing Frontier has investigated the above statements and offers the following response: Frontier investigated Ms [redacted] ’s account and has determined that there was an error in her promotionFrontier placed an order to correct the promotion and will follow up on next statement to ensure the billing is correct.Frontier issued and adjustment of $for the late fees that Ms [redacted] was chargedFrontier also issued an adjustment in the amount of $for the missing promotional disconnects from September to Januarystatements.Frontier spoke with Ms [redacted] on February 10, to review this informationMs [redacted] is satisfied We 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

I am seeking compensation for frontier not arriving at the specified time, for not having my services turned on the day of installation, for not upholding the original offer of year Amazon prime free and the additional monthly saving I was offered then

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 I was told a refund would be mailed on September 10th and that I would also receive a billing statement outlining the over payment of chargesI would like to have an additional days beyond September 10th to verify this before closing my complaint 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 Thanks for the help! Regards, [redacted]

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: • Mr [redacted] states that he was offered and declined the security plus bundle on his initial internet order however it appeared on his first bill • Mr [redacted] states he contacted Frontier who issued a credit of $and removed the service at which time he was advised his 2nd bill would display the remaining credit owed • Mr [redacted] states he has received his 2nd bill and the service has been removed but he has not received credit for the security plus bundle from 7/9/15-7/22/ Frontier has investigated the above statements and offers the following response: • Account review shows an order was placed on 6/20/for standalone internet and the security plus bundleThere is no notation advising the security bundle was declined and the service was not removed on the initial order as Mr [redacted] states he requested • Account review shows Mr [redacted] contacted Frontier after receiving his first billing statement, at which time he disputed the security plus bundle which was removed on 7/21/A manual adjustment was placed in the amount of $ • Account review shows Mr [redacted] received pro-rated credit on the 8/16/billing statement back to 7/22/for the security bundle however the manual credit of $did not post to the account until after the 8/16/generatedThis credit has been applied to the account and will appear on MrLumpkin’s 9/16/billAll charges associated with the personal security bundle have been credited back to MrLumpkin We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Sincerely, Frontier Customer Relations

The Complaint states that: [redacted] states that she was billed incorrectly [redacted] also states that she hasn’t received her Amazon giftcard Frontier has investigated the above statements and offers the following response: Frontier states that a representative reviewed ***’s account.Frontier also states that [redacted] is currently being charged $per month for mbps Fios internet.Frontier also states that is the lowest price available for simply broadband.Frontier also states it can take up to days after the service order posts for customer’s to receive their Amazon giftcard.Frontier also states that prior to receiving the complaint we sent the gift claim promo to ***’s Frontier email address.Frontier also states that we have updated the subscription email to the [redacted] per complaint contact email address.Frontier also states if [redacted] has not received the gift code via email by March to contact the undersigned Frontier representative

Frontier has reviewed the complaint and referred the issue to the installation manager for assistance On May 16th Frontier contacted the IT person for the customer (Dave) and confirmed the service had been installed On May 25th I spoke with Linda and apologized for the difficulty they had getting the Internet service installed

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she experienced difficulties with her new Frontier Internet serviceMs [redacted] states that she cancelled her Frontier service after making multiple attempts to contact Frontier to repair her Internet service issues.Ms [redacted] received a billing statement from Frontier stating that she owes a balance for the Internet service that was not functioningMs [redacted] states that she received a letter from the Frontier Collections Center advising that her account will be reported to collections for the outstanding bill Frontier has investigated the above statements and offers the following response: Ms [redacted] cancelled her Frontier account on September 16, 2016.Frontier advises that Ms [redacted] was billed $on December 25, as her final statementFrontier investigated Ms [redacted] ’s Frontier account and found that Ms [redacted] ’s Frontier service was never functioning.Frontier applied a credit of $ on December 30, Ms [redacted] no longer has a balance with FrontierFrontier spoke with Ms [redacted] on January 3, and advised the information aboveMs [redacted] is satisfied We 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

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him for bringing this matter to our attention The Complaint states that: Mr [redacted] states that after the transition from Verizon to Frontier he had no service at times, spotty service and slow service, he had lost all of the movies in which he paid for Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on November 9, and explained there are no reported trouble tickets on his account for service issues Frontier acknowledged that after transition there was an issue with Video on Demand and his account has been credited $Frontier also advised Mrs [redacted] on July 12, when she requested service to be disconnected due to Video on Demand there would be an Early Termination Fee and she accepted The premium movies package Mr [redacted] subscribed to was at no cost for two years, December 06, 2014-December 06, We 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 CommunicationsThank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.According to the complaint:Mr [redacted] complaint states his service from Frontier was disconnected November a credit refund was due at that time for $which he has not receivedFrontier has investigated the above statements and offers the following response:Mr [redacted] cancelled services effective November 9, The cancellation of service is reflected on the closing statement that generated on December 13, Frontier adjusted prorated billing and other charges which resulted in a credit balance of $87.40.Frontier’s refund policy is to issue a check days from the date of service disconnection or termination.This time period is required to ensure all outstanding charges or credits are posted to the closed account.Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.Frontier processed this refund on January via a Citibank Prepaid Visa CardFrontier advises that if the customer has concerns they are able to contact Citibank for any refund questions/concernsFYI, only refund holders will reach out to CitibankCitibank Contact information details as follows:Email: [redacted] We 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 has investigated the above statements and offers the following response: Records indicate the customer subscribed to FiOS Double bundle which includes FiOS Ultimate HD and FiOS Data 50/at $ Additional services include: Starz/Encore $17.99, Quantum Enhanced DVR $22.00, Two Room Package $19.98, BHR Quantum Gateway Rental $totaling $ The account also receives an additional $discount reducing the monthly rate to $plus taxes and surchargesTrouble tickets account for service issues the customer has experienced with TV.Adjustments have been issued for time out of service and inconveniences and reflected on the September 1, billing statement.A late fee adjustment was issued totaling $on September 29, 2016, please allow 1-billing cycles for this credit to reflect on the billing statement.Our expectations 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 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 [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] was advised that he could re-bundle under Frontier’s New Customer rate of $as an existing customerMr [redacted] services remained unchanged and his billing remained the sameMr [redacted] was then told that he could not get the $New Customer rate, but his account would be credited for the existing bill at the timeMr [redacted] was offered a new rate of $plus taxes and fees Frontier has investigated the above statements and offers the following response: Mr [redacted] was misquoted when he called about re-bundling his services.Frontier issued credit to Mr [redacted] ’ bill for the misquote.Frontier has been in contact with Mr [redacted] and agreed to the price of $before taxes and feesFrontier has issued credits to correct Mr [redacted] ’ account and he has been advised.A Frontier Account Representative has been assigned to Mr [redacted] to assist him with any future concernsWe 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

Ms [redacted] advises she has never had the account on her credit report with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises our records do show a closed account for Ms [redacted] that has been reported to the credit bureau Frontier advises we have been unsuccessful in our attempts to contact Ms [redacted] We have provided our direct contact information.Frontier advises we will need to speak to Ms [redacted] and get additional information before we can proceed with an investigation on this matterWe 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

Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she would like Frontier to fix her sod that was damaged while we were laying a Frontier line Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on August 7, Frontier explained that we would have the local Frontier Manager contact her to correct the issueMs [redacted] explained that she has spoken to the local manager and that arrangements have been made to resolve her concernsFrontier will follow up to ensure completion We 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

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] was going to leave and Frontier got him to stay by offering a $credit to keep his bill lower Then three months later Frontier took it away without notice Frontier has investigated the above statements and offers the following response: Frontier has repeatedly tried to reach Mr [redacted] and only has been able to leave him messages We 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.Frontier still insists that it is their policy to not allow partial refund after disconnect Such policy does absolutely no good to any customer If we can start the service any day, we should be able to stop the service any day as well I would like to get partial refund since I used the service only for days out of days Regards, [redacted] ***