Frontier Communications Corp.

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
*** states he did not chose Frontier and would like the early
termination fee removed from his account.Frontier has investigated the above
statements and offers the following response:Frontier review the account and shows this account was a Verizon account until April 1, when Frontier purchased Verizon is his area.Frontier advised that Mr*** received $in promotions every month for months because of the term commitment which is indicated on his monthly bill statement.Frontier called and spoke with Mr***Frontier stated they could waive the early termination fee of $but would have to charge Mr*** back for all the promotions he received for the months*** refused the offerFrontier states all remaining charges on the account are valid and will be sustainedWe trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that First Name Last Name
has experienced as a result of the above matter.Frontier Specialist: Sara
W*** Department:
Customer Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention.The Complaint states that:• Ms*** ordered service from Frontier in July but received billing for two different accountsOne is for internet only
which is the correct billing and the second one was for internet and phone.• Ms*** advises that she has contacted Frontier to correct the billing but is still receiving a bill for $and is being warned of possible collections activity.Frontier has investigated the above statements and offers the following response:• Frontier records show that the duplicate account with internet and phone has now been cancelled and has a zero balanceThis is reflected on the November 1st statement.• Frontier advises that no reporting was sent to credit bureaus.• Ms*** has been notified of the above information via email and contact information was provided should she have any questions.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.Sincerely,Executive Customer RelationsFrontier Communications

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mrs*** *** is disputing her bill for services from Frontier Frontier has investigated the
above statements and offers the following response: Frontier advises upon reviewing the account our records indicate an adjustment has been made to the accountFrontier advises upon reviewing the account our records indicate there is a credit balance on the account.Frontier advises on April 20, Frontier left a voicemail advising *** *** 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

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
I have attached a document for viewing to this, in which our reasoning is explained.
Regards,
*** ***

Frontier has investigated the above statements and offers the following response:Frontier finds that during the order process the term fee was not removedFrontier advises that it has waived the $early term fee.At this time the customer’s balance is $due by August 9,
2016. 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

On 10-7-FTR received a request to port out order and the order was scheduled for 10-17-and completed as requested FTR did not receive a request from the CLEC to make any changes to the date and the CLEC had abandon the port. On 10-21-the customer requested FTR to
reinstall the service and FTR placed an order to bring the phone number to FTR Since the account was closed there was no way to provide the grandfather pricing that the customer had previouslyThe account was reestablished with month to month pricing On 11-02-FTR received a request to port out order and the order was scheduled for 11-28- On 11-07-FTR received a request from the CLEC to cancel the order and keep service as it is At this time the customer is still with FTR

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*** is stating that on 9/28/he contacted Frontier to inquire about new FIOS service
• Mr*** says that agent Richard requested his social security number to verify his identity and stated that it would avoid the installation fee of $
• Mr*** says that the agent later confirmed there would be an installation fee of $after he provided his information
• Mr*** is requesting the Frontier provide free lifetime credit monitoring and protection due to his concern about identity theft
Frontier has investigated the above statements and offers the following response:
• Frontier records show that Mr*** was first advised by agent Richard that he would try to waive the one time fees, including a $installation fee, after he could perform a credit check
• Review of the contact confirms that Mr*** was advised of the $installation fee for Simply FIOS which is a valid charge, after he provided his credit information
• Frontier requires information to validate a customer’s identity before providing service and the absence of a valid social security number or credit check, can result in the addition of a deposit fee requirement
• Frontier will not provide any credit monitoring services as there is no evidence that Mr***’ information was compromisedFrontier apologizes for the misinformation provided
We 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

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*** advises he would like Frontier to credit account and bring final bill to a zero balance
Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on August 4, 2017. Frontier explained that we were able to issue an adjustment of $on the October 1, billFrontier has issued an additional credit of $on the June 1, billFrontier explained that on the first bill we charge a month in advance and partial month charges through the bill cycleFrontier is unable to issue an additional credit 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 matterTell us why here

Frontier Communications 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 Frontier Communications has not complied with their sales order agreement on 06/01/Ms*** reports one time charges do not comply with her sales order agreement, she is being charged monthly for the television equipment which she advises was quoted in the total price for $before taxesMs*** advises she is only getting a credit for months when she signed a month agreementMs*** advises she has spoken to several representatives multiple times and while helpful cannot resolve her concerns Frontier has investigated the above statements and offers the following response: A Frontier Customer Service Representative has contacted Ms*** and after review determined Ms*** was not quoted the additional television equipment charge. In turn, the representative will give a manual credit going forward until August of 2017.Ms*** also will receive a manual $credit starting after the initial months to reflect a month promotionMs*** was also charged an installation charge which has been credited to her account and will show approximately in the next 1-bill cycles Ms*** is satisfied with this resolution 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 Specialist: Gabriela C*** Department: Consumer Relations Telephone Number: ###-###-#### Ext*** Fax Number: ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meFurther details will be discussed once bill has arrived
Regards,
*** ***

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

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
Regards,
*** *** Our internet is still constantly going out of serviceAttached are screen shots with different customer service representatives from Frontier stating they are aware of outages, but have no resolution available. I refuse this as it's not only myself, but my entire surrounding community. Either Frontier fixes the issues and makes uninterrupted service available or suspends billing until properly functional service is restored. Im at the point of just terminating my service and using my unlimited 4g service with Verizon and a Hotspot for my internet access needs. I know our community isn't the only one who Frontier has fell short on providing adequate internet service to as well

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*** started an internet account with Frontier in February however she cancelled it in *** due to it not meeting her
needsWhen Ms*** terminated the account she was told she did not owe any further chargesMs*** called Frontier several times to resolve the billing issue and was told it was taken care ofMs*** states as of November she received a collection notification that she still owed Frontier an outstanding balance. Frontier has investigated the above statements and offers the following response: Frontier shows the last statement we sent Ms*** was in September Credit was posted to Ms***’s account on September 22, to reflect a zero balance and we find no record of any collection notices being mailed after this time to Ms***Frontier advised Ms*** she does not owe any balance due. 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

We
apologize for the inconvenience Frontier bills for service a month in advance The 5-4-bill was for the period of 5-4-through 6-3-for $due by 5-28- The auto pay had the $payment presetAlthough you canceled the auto pay, the pending scheduled payment needed to be canceled as well The account closed on 5-14- The preset auto payment was debited on 5-27- The 6-4-closing statement reflects $credit back for period of 5-15-to 6-3-and the $credit for a week out of service and a courtesy credit, leaving a $credit balance to be refunded We have placed a reversal of the $back to your card and this will take 3- business days, so no later than 5-17-

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 she has been waiting for deposit refund Frontier has investigated the above
statements and offers the following response: Frontier spoke to Ms*** on April 10, and she confirmed that refund was received.Frontier explained credit issuedWe 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

Tell us why here 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*** advises that he requested to have his account disconnected by writing the
request on his bill. Mr*** advises that his account was disconnected on November 8, Frontier has investigated the above statements and offers the following response: Frontier advises that our records show that Mr*** called Frontier on November 8, and requested to have the account disconnected.Frontier advises that our records show there were no calls place to disconnect the account prior to November 8, 2016.Frontier advises that all Frontier bills to customer have a bill message and it states “please do not send in correspondence with your payment”.Frontier advises that payments are processed by a machine in a payment processing center that handles payments only, not correspondenceFrontier advises that the balance on the account is correctFrontier spoke to Mr*** on April 18, and advised of this information 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 Revdex.com bringing this matter to our attention The Complaint states that: Ms*** *** states she was offered $ plus tax for 100/upgradeFrontier has
investigated the above statements and offers the following response: Frontier advises the promotion was corrected to $ for 100/internet plus tax and fees for months on a month to month basisThe promotions do expire.Frontier credited Ms*** *** account for the missing promotion and router charge totaling $ on the February billing.Frontier reviewed the above with Ms*** *** on February 21, 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 *** *** bringing this matter to our attention The Complaint states that: Mr*** is disputing his bill for services from Frontier issues with his Internet service from Frontier
Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate an adjustment has been made to the accountFrontier advises upon reviewing the account our records indicate there is a credit balance on the account.Frontier advises on April 16, Frontier spoke with *** *** and advised him the products and services on the account, the past cost of services as well as the current cost of his service with FrontierFrontier 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

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: Ms*** *** advises she is an Authorized user on the account and filed the complaint on behalf of Mr***
***Ms*** explained she would like to have the $cleared from Mr*** credit report Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on August 14, 2017. Frontier explained that we see the payment of $made on February 23,Frontier explained that we will email Ms*** a letter advising account is paid in fullFrontier explained that it can take up to days to report to the Credit Bureaus and would appear on the Credit Bureau as paid in full 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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** states that he is supposed to have is Internet for a rate of $per month, but he has been
charged $and now per monthHe would like the rate of $that was promised to himHe would also like credit for the months he was over charged. Frontier has investigated the above statements and offers the following response: Frontier states that Mr*** has been billed $and $per month for his Internet in errorFrontier is in the process of correcting the price back to $per monthFrontier has issued an $credit to Mr***’s account which takes the credit back months plus a credit towards his December statementFrontier called Mr*** and left him a message with all of the above information. 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