Frontier Communications Corp.

Thank you for referring the complaint *** *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms*** states she was told $would be the price for two years, now the $discount is ending in April and wants to know if it can be renewed Frontier has investigated the above statements and offers the following response: Frontier has been unable to reach Ms*** by telephone after leaving several voice mail messagesFrontier advises Ms*** has an existing $bill credit that will be ending on April 09, 2018, this promotion was for twelve monthsFrontier advised that when the expiration date nears we will review her account to add the $discount for an additional months 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 ***
*** bringing this matter to our attention. The Complaint states that: Mr*** states he was offered a package which included all channelsMr*** states that his Starz is not working and when he called in he was advised that there is a monthly charge for the serviceFrontier has investigated the above statements and offers the following response:Frontier reviewed the account and we show that the customer TV package includes some premium channels at no extra cost however the Starz package is not includedFrontier advise that the customers current promotion is an amazon prime card which cannot be combined with any other promotions

Frontier CommunicationsThank you for referring
the complaint of *** *** to our office for reviewWeappreciate you bringing
this matter to our attention.The Complaint states that:• Mr*** wished to have
his account disconnected.Frontier has investigated
the above statements and offers
the following response:• Frontier records
indicate the account has been disconnected as of July 28, Frontier
attempted to reach Mr*** to discuss the complaint but was unsuccessful
Should he have additional concerns, please refer him to our officeWe trust that this
information will assist you in closing this complaintWe apologize forany inconvenience the
customer has experienced as a result of the above matter.Frontier Specialist: Ben
M*** Department: Customer
Relations

Thank you for referring the complaint of *** G *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** states that he signed up for a one-year agreement and the Internet is not workingMr***
states that he was advised that he would be billed a $early termination fee if he cancels. Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** has two accounts ###-###-#### which is a Residential account and ###-###-#### which is a Business accountFrontier advises that Mr*** cancelled the ###-###-#### account on January 9, and the ###-###-#### account on January 16, 2018.Frontier advises it has been determined that Mr***’s Residential account was established in errorFrontier advises Mr*** will not be billed for the ###-###-#### accountFrontier spoke with Mr*** on January 25, and explained that Frontier has to wait for Mr***’s final statements on each account before anything can be rectified with the billingFrontier has a follow up scheduled with Mr*** on February 15, 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 Mrs*** bringing this matter to our attention. The Complaint states that: Mrs*** advised her original appointment date was for January 5, between am and pm and this was set
up December 29, Mrs*** advised when she called on the date of the appointment she was told that the due date was not set on the order and a technician would not be out until January 11, Mrs*** also advises she spoke with several supervisors and was supposed to get a call back about an escalated due date but the follow up call never happened Frontier has investigated the above statements and offers the following response: Frontier apologized for the inconvenience of the missed installation date and was able to confirm the installation on January 11, was completed.Frontier issued a courtesy credit to Mrs***’s account for the missed commitment on January 5, in the amount of $25.00.Frontier made several unsuccessful attempts to reach Mrs*** and has provided Mrs*** with direct contact information. 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

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*** was misquoted by Frontier when her service was started up at her cabin. Ms***
also was due a credit from another line she had with Frontier and wanted that credit applied to this account which she was told would be no problem Frontier has investigated the above statements and offers the following response: Ms*** was misquoted the price of the standalone Internet service to be $per month the true cost was $as she was billed for her five months she had service with Frontier. Frontier refunded Ms*** $today for the difference between what she paid and what she was charged in error, as well as for a period of time between November 8, and December 28, for payment issues. Frontier spoke to Ms*** and she is satisfied 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

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Customer had trouble placing repair request so she cancelled her service and was
charged an early termination fee Frontier has investigated the above statements and offers the following response: Frontier apologized to *** for the issues she had placing the repair request and waived her early termination feeThe credit will show on her next bill.Frontier gave the *** direct contact information for future use. 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 CommunicationsThank you for referring the
complaint of *** and *** *** to our office
for reviewWe appreciate you bringing
this matter to
our attention.The Complaint states that:Mr
*** has concerns regarding the payment processing fee of $5.17.He
also advises he was double charged last month in the amount of $100.98.Frontier has investigated the above
statements and offers the following response:Frontier records indicate the phone payment processing fee is $and billed on the August billing statementFrontier manually adjusted this charge from the billing statementFrontier spoke to Mr& Mrs*** regarding two payments that posted to the account on July and July 24, Frontier advised one was from the auto pay that was deducted from the card on file for bill payThe other payment was processed as a manual one-time payment over the phone.Frontier advised Mr& Mrs*** going forward the auto pay would deduct the amount shown on the billing statementNo one-time payment would need to be made unless the card expires or auto pay is removedWe trust that this information
will assist you in closing this complaint. We apologize for any inconvenience that Mrand Mrs
*** has experienced as a result of the above
matter.Frontier Specialist:
Chelsie S*** Department:
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
Regards,
*** ***
I am trying to get my phone lines back to the way they were (with all services functioning as they should)The voicemail on my main line was wiped out when rebuilding my phone lineI tried to handle with customer service; but was transferred to different departments- with no resolutionWhile the tech was at my house two days ago, he admitted it was not working- he tried to reset it and suggested we wait hours to see if that fixes the problemHe said to call him back if it is not workingSo by Frontier's own admission, the phone line and service has not been restoredI am more than happy to sign off on a resolution, ONCE THE PROBLEM IS COMPLETELY FIXEDI told this to the customer relations person who called me

Frontier has reviewed the account of Mr*** and can advise that a Help Desk Escalations specialist contacted him on May 2, and was able to reprovision and refresh the televisions.Customer advised that all Video on Demand services that were available were working well.Frontier understands
that some customers experienced issues viewing the previously available Video on Demand (VOD) content during the transition from Verizon to Frontier. VOD content is now available, and Frontier is continuing to add more titles each day, including those movies and TV shows previously purchased by customers. Frontier apologizes for any inconvenience this may have caused

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I have been informed that I will be receiving a Citi Prepaid Card with my credit issued back to me.
Regards,
*** ***

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: Mr*** states he was given a price of $ internet and $ modem but the bills did not
reflect thatMr*** states he was later advised of a different pricingFrontier has investigated the above statements and offers the following response: Frontier has issued a one-time credit to Mr*** account for $ for the missing promotions from August to November This leaves a remaining balance of $ due by November 27, Frontier has spoken with Mr*** on November 16, and reviewed the aboveFrontier also advised him the correct pricing of $ for 50/internet month to month plus $ modem plus tax a monthMr*** agreed to month to month pricing and should appear on next billing December 2017. 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 Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** Informed Frontier that she is having repair issues and wishes to leave Frontier without
an early termination feeFrontier has investigated the above statements and offers the following response: Frontier has not been able to reach Ms*** by phoneFrontier has left several message and sent an email with the contact number for Executive Customer RelationsFrontier is closing the case as no response from Ms***Frontier wants to advise one the promotions Ms*** started her account with was no contractThere is not an early termination fee to close this account 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 has reviewed the account of *** *** and finds that the first billing did have prorated charges, which increased the billing.Frontier contacted Ms*** on January 18, and discussed the billing and prorations.Frontier also removed Frontier Secure from the account and placed an
adjustment in the amount of $as well as an additional $for the prorations for this service and the shipping and handling charge not advise of in the original call.Frontier will address the consultant that placed the original order internally in reference to more thorough explanations of prorationsMs*** can contact Cindy in Consumer Relations at ###-###-#### Ext# *** with any future concerns

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 he received a mailed promotional offer from Frontier for a $Triple Play for year and
$for the 2nd year and it included a $Amazon Gift CardMr*** states that he called the advertised number and placed an order for new service
• Mr*** says that he was overcharged on out of his billing statements despite contacting customer service to have the matter resolved, and was advised that his monthly price would be $for months, then $and that he opted out of the $Amazon card
• Mr*** disconnected his account and he is requesting a correction to his balance and fulfillment of the $Amazon card
Frontier has investigated the above statements and offers the following response:
• Frontier records show that Mr*** contacted Frontier on 2/14/and placed an order for new Frontier FIOS Phone, Internet and Television servicesReview of the call confirms that he inquired about the marketed $Amazon card offer and the Frontier agent advised it had expiredThe agent quoted a rate of $plus taxes for months 1-and $plus taxes for months 7-The agent advised he would not be eligible for the $Amazon Gift Card and Mr*** agreed to the terms that were provided
• Review of the account history confirms that due to a system issue Mr*** did not receive all of the correct promotional discounts on he was misbilled for one-time TV activation feeAdditionally, the price point quoted of $starting in month was not a valid offer and the correct price at that time would be $
• Adjustments have been applied to rerate the Mr***’s balance to date at the pricing quoted and he is not eligible for the $Amazon Gift Card
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

Frontier CommunicationsThank you for referring the complaint of Mrs*** ***
to our office for reviewWe appreciate Mrs***
bringing this matter to our attention.The Complaint states that:Mrs*** *** advised of poor customer service since the transition of service
provider
to Frontier.She advised
that she did not agree to the higher amount billed. Mrs*** cancelled service.Frontier has investigated the above statements and offers the
following response:Mrs*** *** cancelled service on August 29, 2016.Frontier advises that we spoke with Mrs*** on September 10, and answered questions related to her billWe 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.Frontier
Specialist: Bridget G*** Department: Executive
Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. The technician came out on 9/10/10am and found a bad splitter, once the splitter was replaced with a newer version, the lost channels returned and the clarity increased on the bedroom tvIt was not a reboot issue that Frontier kept telling it was over the phoneThis took weeks to resolve from start to finishIf they want to keep customers, they should respond faster for repair issues
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 billing is still inaccurate as well as, he was told he would receive an internet upgrade and $credit, which he has yet to receive Frontier has investigated the above statements and offers the following response: Frontier advises Mr*** received his internet upgrade on August 30, Frontier also advises Mr***’s billing has been corrected, and all credits have been issued to the accountA Frontier representative has spoken with Mr*** and advised him of his upgrade and creditsMr*** no longer has any outstanding issues 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attentionThe Complaint states that: Ms*** was receiving phantom phone calls every three to five minutes every day on her Frontier phone after the account
was converted from Verizon to Frontier on April 1, Ms*** contacted Frontier April 18, to get assistance, and by the end of the call she had lost phone service completelyMs*** continued to contact Frontier for several days to try to get the phone service restored, but was unable to get a resolutionMs*** requests to have a technician come to her house to repair the issue, or to be released from her contract so that she could acquire phone service from another providerFrontier has investigated the above statements and offers the following response: A Frontier technician was able to restore Ms***’s phone service on May 17, Frontier issued a courtesy credit of $on April25, for the delayed repair of Ms***’s phone service.Frontier issued another credit of $on May 16, for the time period that she was unable to use her phone service.Frontier contacted Ms*** on May 18, to confirm the service was repaired and reviewed the credits givenShe was pleased with the responseWe 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.Kathalee R***, at Frontier did indeed advise that an adjustment would be made to my accountHowever, my account has not been creditedI also did not receive a letter with further informationI did however receive a disconnection notice for $I also discovered that when I discovered that when we "added" HBO to our accountthat whole account was changed to a "Identity Security Bundle"This drove our bill from $to $I do not believe this was what was agreed upon, as we were told that HBO would cost $a monthWith the upgrade to our bundle, that is $more a month
Regards,
*** ***