Frontier Communications Corp.

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 *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** indicates that Frontier improperly charged her after deactivating service. Ms*** had requested out of
service credits which were issued, but never applied to the account Frontier has investigated the above statements and offers the following response: Frontier records confirm Ms*** was deactivated on June 11, 2016. Ms*** has been given appropriate out of service credits and currently has a credit balance of $on the account.Frontier’s refund policy is to issue a refund days from the date of the adjustment being entered on the account. 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.A Frontier Customer Service Representative spoke with Ms*** on November 3, and confirmed she is satisfied with the resolution. The Frontier Customer Service Representative will continue to assist Ms*** with any future inquires.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 againWe 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 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 Communications has
received notification of a complaint from the above individual. According to the complaint:Ms*** advised upon termination
of her account with Frontier she is owed refund in the amount of $which
she has not receivedFrontier has investigated
the
above statements and offers the following response:Ms*** cancelled her Frontier services on November 4, The cancellation of services is reflected on the closing statement that generated on December 1, Frontier adjusted prorated billing from the date of disconnect which resulted in a credit balance of $26.69.Frontier’s refund policy is to issue a refund within days from the closing statement date.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.On February 21, Frontier processed the refund in the amount of $to be sent *** ** *** *** *** *** 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 investigated the above statements and offers the following response: Internet services are now connected and in working order as of September 28, 2017.We are issuing a credit totaling $for the missed commitmentsWe regret any inconvenience that *** *** may have
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

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*** is disputing his bill for services from Frontier after disconnecting his serviceMr*** also advises Frontier left a wire laying outside that should be removedFrontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s account has been investigated and a credit adjustment has been applied to his account leaving a credit refund balance of $9.21.Frontier will follow up with the local manager to take care of the wire at Mr***’s address.Frontier attempted to reach Mr*** to advise of the above but was unsuccessful. Frontier left a message for Mr*** that included direct contact informationWe 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this
matter to our attention The Complaint states that: Mr*** advises that he is experiencing intermittent connectivity and speed issues with Frontier InternetMr*** also advises that his Frontier billing has increasedFrontier has investigated the above statements and offers the following response: Frontier attempted to reach Mr*** to advise of the above but was unsuccessful. Frontier left messages for Mr*** that included direct contact informationWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that MrKerr 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.
Regards,
*** ***

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
Yes a representative from Frontier contacted me on Monday, March 26th and said all the right things that they will fix my account as I should not have been charged for unreturned equipment or a late fee. My last bill was due 3/and as of today (3/29) I do not see an adjusted bill and still shows current balance of $574.25. I have been told by prior people they were correcting my account but it never happened, a phone call to me saying they have fixed it is not enough. I have cancelled my service the same day I filed the complaint to the Revdex.com (3/23) with them and equipment will be returned over the weekend. Are they expecting two sets of equipment returned???? They have messed this up and they need to show they have corrected this in writing and they have not. When cancelling service, I should have about days to return equipment BEFORE they charge me and they charged me while I had service. The adjustment needs to be done now
Regards,
*** ***

Frontier has reviewed the account of Ms*** *** and finds that the original order for service was for phone, internet, Frontier Secure and Dish Network television service.Contact was made with Frontier on 12/26/16, in which the phone service and Frontier secure was removed.On 12/29/the
customer called in again to confirm that this had been done. It was advised that these services had been removed.The first billing statement was generated on 12/22/and would not reflect the changes made until the next billing statement that will generate on 1/22/17.The services that were requested to be removed, have been removed and an adjustment has been issued in the amount of $66.28.This adjustment will appear on the next billing statement.Frontier does apologize for any miscommunication or inconvenience 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: Mrs*** states her Frontier/ Dish services were not bundled as requestMrs*** states her
internet and Dish TV service were not functioning properlyMrs*** states she wished to disconnect but does not want to pay $ to disconnect Dish TVFrontier has investigated the above statements and offers the following response: Frontier spoke with Mrs*** on October 4, and confirmed her Frontier phone and internet have been disconnected as of September 26, 2017.Frontier has credited Mrs*** $ towards her final September bill of $ 64.16.Frontier has advised Dish to contact Mrs*** with her concerns for her Dish account as Frontier is unable to view/credit Dish accountsWe 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: • Customer would like confirmation
that his account is at a zero balance.• Customer would like this confirmation in writing. Frontier has investigated the above statements and offers the following response: • Frontier has credited back the customer’s account bringing it to a zero balanceWe 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

The Complaint states that: Ms*** *** advises Frontier double billed her for the month of NovemberThe bill is between $and $a monthThe November bill was $It was determine the bill would be adjusted and the adjustment was deniedMs*** advises she needs
this matter resolved and a call from Frontier this matter has been resolved. Frontier has investigated the above statements and offers the following response: Frontier advises Ms*** records have been reviewedOne of the adjustments that was denied was a double request for creditMsReceived adjustments on November 23, for the October bill cycleFrontier also issued credit for the November bill cycle on December 1, Frontier advises we have called Ms*** to confirm this issue has been resolvedMs*** agreed this issue has been resolved

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*** states that her Frontier bill increased by 40%.Ms*** also stated that she has been trying to disconnect her services and was unsuccessful Frontier has investigated the above statements and offers the following response: Frontier records show that Ms*** was receiving promotional discounts which expired on November 24, 2017. Ms*** was receiving $worth of discounts which caused her bill to increase. Frontier records reflect that Ms***’s account was eligible for a $Loyalty discount for months. Frontier records reflect that Ms*** services are scheduled for disconnection on February 15, 2018.Frontier representative have spoken to Ms*** explaining our outcome and findings. Ms*** is not satisfied with our 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

The Complaint states that: Ms*** is disputing the cancellation fees on her final bill Frontier has investigated the above statements and offers the following response: Frontier has researched Ms***’s account and determined the early termination fees have been credited to
the accountFrontier spoke with Mr*** to advise any negative reporting will be removedFrontier has apologized and provided Mr*** with my contact information

Frontier has investigated the above statements and offers the following response: Frontier has removed the phone lines and poles from Miss ***'s property.Miss *** has no other questions or concerns.We regret any inconvenience that Miss *** may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier periodically audits its bills to ensure accuracy which may result in a retroactive or future billing adjustment as stated on page under the Important Consumer Messages Section of the billing
statement. Frontier recently conducted an audit and identified that the $valued customer credit was not stackable with the existing loyalty credit on the account, therefore the promotional credit became invalid. The $credit was removed on Mr***’s account in the September billing statement.In goodwill, Frontier has issued a one month $credit to Mr***’s billing account. This credit will post with hours We regret any inconvenience that *** *** may have experienced as a result of the above matter