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*** would like a prorated final bill after requesting a disconnection of service on January 15, Mr*** was advised that Frontier does not prorate servicesFrontier has investigated the above statements and offers the following response: Mr*** removed television services on January 13th and prorated credits will be issued for his television services as this was a partial disconnect.An order to disconnect Mr***’s internet was issued on January 15th. The internet service will not be prorated as this was a final disconnectPer Frontier’s Terms of Service, prorated credits are not issued upon disconnection of serviceFrontier provides E-Bill Customers as well as Mail-Billed Customers updates each month on any potential changes to service and or Terms of Service.Frontier provided Customers an option to opt out of Frontier’s New Terms of Service. As Mr*** stated, this information was provided.Mr***’s internet service is scheduled for termination on February 6, 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

I called the customer on 08/and left a message for a return callI spoke to Mr*** on 08/who was very irate and said he was still having issuesI sent the complaint to local management againI issued credit in the amount of $which appeared on Mr***'s 08/25/billI called Mr*** on both his home phone and can be reached # on 08/and left messages on both numbersSent call me letter on 08/and re-sent on 08/Service is working, credit has been given as statedClosing complaint

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*** cancelled his account on December 5, and they keep having the amount drafted on auto pay and end up with a credit balance. Want all payments refunded Frontier has investigated the above statements and offers the following response: Mr*** had auto payments set up in online bill pay and although the account is show inactive it was still drafting A Frontier Representative worked with offline to stop the process.A refund is being completed to Mr*** for all overpayment 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

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 he contacted Frontier to install internet at his new apartment. Mr
*** states he was advised he was offered advertised speed of mbps upload and download. Mr*** states he has been informed that he can not receive those speeds at his locationFrontier has investigated the above statements and offers the following response: Account review shows this area is internet capable, once the order was placed, and the field technician determined that Mr*** physical location is capable of speeds as fast as 6M. According to the Frontier Internet terms and conditions, service is not available to all locations, and may not be available at certain speeds (or at all) at your location, even if Service is offered in your area or our initial testing indicated that your line qualified for a particular speed or Service. Service may be subject to technical line qualificationFrontier has spoken to Mr*** and the order has been cancelled per his requestWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter Sincerely, Frontier 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
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,
*** ***

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** advises his Frontier account was changed without his permissionThe customer was advised a credit was appliedHowever, the credit has yet to reflect on his billing. Frontier has investigated the above statements and offers the following response: Account research shows the credit for $was submitted for review and approvalHowever, the credit was subsequently deniedA credit of $was applied on February 1, 2017. This will reflect in one to two bill cyclesMr*** was advised the credit would be applied to the account in one to two business daysNo additional information was provided by Mr*** to warrant a change in Frontiers resolution 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 Frontier Specialist: Amy B*** Department: Consumer Relations

Tell us why here 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*** states that she has experienced issues with her Internet service from
Frontier. Frontier has investigated the above statements and offers the following response:Frontier records show that Ms*** is using all wireless devicesFrontier advises that a repair was completed on February 20, by installing a range extender, at no cost to Ms***, to provide better coverage inside the homeFrontier also provided Ms*** with Cat wire so she can install it inside the home to fix the inside wire issuesMs*** is aware that she will need to contact Frontier when the inside work is completed so Frontier can connect the wires to the Network Interface device.Frontier issued adjustments in the amount of $as a courtesy for a missed appointment which was reflected on her February statement, and $for the service issues which will be reflected on the March statementFrontier spoke with Ms*** on February 22, to review this information with her. 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 you bringing this matter to our attention The Complaint states that: Ms*** stated her internet service was to be upgraded and the monthly fee would be $before taxes.
Frontier has investigated the above statements and offers the following response: Frontier advises Ms***’s service includes: FiOS Internet 150/$and FiOS TV Preferred HD $and FiOS TV Standard Whole - Home DVR $at $153.98. There is an additional $retention offer totaling $(yr) valid through 1/2/reducing the rate to $plus taxes monthly.Background billing issues were found when Ms*** worked directly with a customer service representative on 2/2/18. Credits for the overages were issued in the amount of $on 2/2/18. Please allow 1-billing statements for the credit to reflect on the billing statementWe 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

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

Billing DisputeComplaint: Ms*** advises that she was quoted 65.39+ tax in Jan Her bill is not in accordance with the price quoteResponse: 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+tax Frontier Specialist: Rose T*** Department: Executive Consumer Email: Rose.t***@ftr.com Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** advises that she has been having issues with her Frontier home phone and internet services for
about a month. She advises that there is either no dial tone or a lot of static on the line, and that there has been frequent internet outages *** *** advises that the phone and internet services need to be repaired as soon as possible and that her bill needs to be adjusted for the time in which she was out of service Frontier has investigated the above statements and offers the following response: Frontier advises that there have been intermittent outages in *** *** area, and a repair ticket was created on May 25, 2017.Frontier spoke with *** *** on June 16, and confirmed that her phone and internet services were restored on that same dayFrontier advised *** *** that a credit has been issued to her account in the amount of $59.02, for the time out of service starting May 25, through June 16, 2017. The customer accepted the credit. 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's position remains the same.Thank you

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

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
They have rectified the current billing issues dating back to September 2017, however they have not addressed the credits that are due from overbilling last year before I downgraded my serviceReference account notes from conversation 8/1/with Frontier Supervisor Dannette in the Virginia office ***, Remedy ticket ***. There is an additional approximately $in overcharges that are due back on the account
Regards,
*** ***

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*** states that she was contacted by Frontier back in to sign up for a telephone and Internet package with a
year contractShe states that she told them that she did not want the year contractA few weeks later she received a welcome packet in the mail with a $Apple gift cardShe called Frontier and told them she had turned down the offer and to take it off of her accountThey told her they would remove itShe states she threw the Apple gift card away and assumed Frontier did the right thingShe did not agree to the year term and wants credit and to have her credit report corrected. Frontier has investigated the above statements and offers the following response: Frontier reports that Ms*** did not sign a contract for the Apple gift card offerFrontier also reports that the Apple gift card was accepted by Ms*** and the Apple gift card was usedFrontier will not issue a credit to Ms***’s account because the gift card was usedThe balance of $consist of $300.00, which was the early termination fee charged due to removing the account before the term of November The remaining $is for the service that was used up to the disconnection date of June 21, Frontier has emailed Ms*** with all of the above per her request today 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

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.Unfortunately, the current solution is not satisfactory to meAs I discussed with Frontier on the phone, I was never properly billed following the cancellation of my accountAs a result, I should not have to deal with the long-term negative repercussions of having the collections on my credit report for ANY amount as there was no fault of my ownI also expended many hours on nearly a dozen calls to Frontier on this issue, and also take my credit very seriously. I would like for the total balance on the account to be dropped, and all collections activity removed from all of the credit bureaus.
Regards,
*** ***

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

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

Per Frontier records: Ms*** disconnected service on 2/18/ Ms***’s bill cycles on the 19th of each month. Her service was cancelled on 2/and she was billed for services on the February/March statement(s) totaling $and should not have A
Frontier agent adjusted the account for the total amount of the statement $ Ms*** should see the adjustment on her final bill which normally generates in business days of the disconnect date Ms*** understands and is satisfied with the resolution Case closed