Frontier Communications Corp.

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 has investigated the complaint and offers the following response: Frontier replaced Ms***’s modem in April 2016.Frontier advised that Ms*** lives in an area of high demand, and is provisioned at 1.6m. Speeds are speeds and not guaranteedFrontier Internet
help desk, issued a trouble ticket for Ms*** and a field technician checked the outside connections and speeds.A Frontier representative reviewed these actions with Ms***.Frontier has issued a courtesy credit for Ms***

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 no choice but to accept this response although I believe this is an unacceptable practiceIf I owed money to Frontier they would cut my service in no time, they owe the customer money and can take there sweet time paying it back? I understand billing cycle to assure no hidden charges but 4? we are going on days here and still no refund.
Regards,
*** ***

Thank you for referring the complaint of *** H *** to our office for reviewWe appreciate him bringing this
matter to our attention The Complaint states that: Mr*** advises he did not receive the monthly rate he was quoted to upgrade his internet speed Frontier has investigated the above statements and offers the following response: Frontier investigated Mr***’s account and determined there was an error on his account. A Frontier representative applied a onetime credit to his account in the amount of $on October 19, 2016.Frontier sent Mr*** an email and mailed him a letter to advise and provide the direct contact information for a Frontier Representative. 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 her bringing this matter to our attention The complaint states that: Ms*** advises that she had to disconnect her Frontier telephone service due to ongoing issues with noise on the line and
the telephone service going out.Ms*** advises she switched to a new provider for telephone service, and that when she received her final statement she was charged a cancellation fee of $by Frontier.Ms*** advised she contacted Frontier numerous times and states she was told that the cancelation fee was going to be credited, but that it was never removed and her balance of $was sent to collection agency. Frontier has investigated the above statements and offers the following response: Frontier contacted Ms*** on December 6, to advise her that the credit of $had been applied to her account for the cancelation feeMs*** advised she had paid the full balance of $to First Collection Services on December 5, 2016.Frontier advised that the First Collection Services sends the payments they have received to Frontier at the end of every month.Frontier has advised Ms*** once we receive her payment of $at the end of December we will issue a refund check to her in the amount of $168.77. 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 find that this resolution is satisfactory to me I hope my problem has been resolved Time will tell! No offer for credit though
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier had an installation order for Ms***’s new service to take effect on March 08, Frontier records indicate the order was canceled however the account was still createdMs***’s Frontier
account had a zero balanceFrontier policy states to allow up to days for the account to totally closeThis 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.Ms*** may still receive another two Frontier statements in the mail allowing the account to fully cycle outWe regret any inconvenience that Ms*** may have 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
The issue I'm facing is I'd like to cancel my service. I do not want a bill credit because I do not want another bill. I was told by Frontier that I could not cancel my service because this credit was pending. Nobody at Frontier seems to be able to remedy or understand my problem. I want my internet services cancelled now. I've tried to cancel them twice in the last week and have been told it wasn't possible. I would like my services to be cancelled. I do not want another bill. Therefore, I will not be able to have a bill credit. I'd like Frontier to give me the $I had to overpay on my October bill to avoid a late fee, in the form of a check and for them to cancel my internet service
Regards,
*** ***

Tell us why hereThank 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 recently requested to move her service with Frontier to her new house
Frontier offered to give her a better price for her service if she took a new number when she moved, so she agreedShe was advised that she would not lose her Internet until the new service was connected at her new houseShe lost the service and when she spoke to local technician she was told that Frontier gave her service away and it would be months before she would get the service back onShe would at least like to get her old service back on Frontier has investigated the above statements and offers the following response: Frontier reports that when the order was done to move Ms*** service to a new house, it was not done properlyMs*** old address was disconnected and the facilities were used for another customer the same dayWhen Frontier attempted to process Ms*** order at the new house, there were no facilities availableFrontier apologizes to Ms*** for this happening and we are working on making the facilities available to her as soon as possible 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 upgraded Mr*** speed on September 7, Frontier has attempted to contact Mr*** to discuss his concernsUnfortunately, we have not been successful in our attemptsShould Mr*** wish to discuss this issue we have left our direct contact information for him on his answering
machineFrontier also sent Mr*** a letter to contact Frontier if he has any further questions or concerns

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention
The Complaint states that:
• Mrs*** TV package was switched without her
approval
Frontier has investigated the above statements and offers the following response:
• After further review our records does not indicate that Mrs*** monthly service average around $
• November 24, we are showing FiOS Customer Essentials was removed and FiOS Customer Sports & More; which increased bill and changed channel lineup
• November 25, 2016, Mrs*** called to have services disconnected
• Account is now finalized as of December 4,
• Her December 2, billing statement was $As a courtesy Frontier issued a credit of $188.41, to bring balance down to $116; which is what she had paid every month prior to changes
• We have made unsuccessful attempts to reach customer
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs*** has experienced because 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*** with *** *** ** ***, advises they have been experiencing intermittent speed and connectivity issues with their internet service form FrontierThey would like to be released from the term obligations for their packages Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on July 17, 2017, and advised due to the ongoing nature of internet issues in the past few weeks, we would be able to release them from the broadband term obligation without penalty, if they choose to disconnectFrontier advised Ms*** since there were no repair issues with the phone service, we would not be able to waive the termination fees unless we were to back bill the discounts received since March. Ms*** did not want to cancel at this timeFrontier technical support will be working with Ms*** to determine the cause of the internet issueWe 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 him bringing this matter to our attention. The Complaint states that: Technicians failed to install services on more than one occasion, and customer would like to cancel the order and get his
deposit refunded Frontier has investigated the above statements and offers the following response: Frontier has processed customers cancellation of his order and sent a refund due to be received no later than July Customer has also been given personal contact information for an account specialist here at frontier. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that he 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 Revdex.com bringing this matter to our attention. The Complaint states that: Mrs*** would like to stop receiving solicitations mailing in husband name and
non-for-profit business he is not affiliated withFrontier has investigated the above statements and offers the following response: Frontier has submitted request for mailing list removal for any mailers to be sent to Mrs***’s addressThis request can take to days to process.Frontier spoke with Mrs*** on January 19, and reviewed the aboveWe 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 did receive a phone call from Donny at Frontier and he did help in assist me by crediting my account for the charges that they billed me for when I did not have serviceI finally had my complete service installed and working on 5/15/I received the call from Donny on 5/16/in which a voicemail was leftHe then called me back on 5/17/and he and I as well as a person by the name of Nicole were on the phone for over an hour to get my account creditedI was supposed to have received a phone call back from Nicole as I was at work and could no longer talk to themI never received the phone callI also waited all day yesterday for the return call and did not receive itI went home from work yesterday 5/18/to having NO SERVICE at allNo phone, internet, nor cableI called tech support and was working with one person for hourAt the beginning of the call he verified a call back number in case we got disconnectedAfter an hour of me doing some troubleshooting, he disconnected the callI never received a call backI then called again to start this process all over and once again the tech verified my call back numberI was on the phone with a tech who had me hold for minutes then disconnected the callAgain no call back from FrontierI had then called Donny and left a detailed voicemail regarding this issue. I will say that I spoke to Pat today 5/19/in the HOA division of Frontier in Florida and she was extremely helpful over the phone regarding my bill as well as setting up a trouble ticket for the no serviceShe was able to get a trouble ticket #*** for a tech to come to my house tomorrow, but could not give me a time frameOnce again, it is an all day window for the techI am having to take off of work due to this incompetence on Frontier's part.
Regards,
*** ***

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

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,
*** ***

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*** advises that his internet service stopped working on Christmas Eve and was told to contact customer service on Monday to
remove the suspension on the account.• Mr*** advises that the problem was fixed although it wasn’t a suspension and a billing adjustment was issued but he is requesting additional credit for not being to communicate with his family over the holiday.Frontier has investigated the above statements and offers the following response:• Mr***’s account was discovered by our monitoring equipment on Dec 24th to be participating in a Denial of Service attack targeting a college in New JerseyThese attacks are meant to overload a server and attempt to cause the site to go down • Mr***’s computer was most likely compromised by a virusMr***’s connection was reset twice in an attempt to end this attack but each time the attacks started right back up.• Mr***’s data port was shut down to solve this issue without completely terminating their serviceThis action was taken per Attachment A, Acceptable Use Policy of Frontier’s Terms of Service which, in part, reads: ATTACHMENT A ACCEPTABLE USE POLICY Residential Internet Acceptable Use Policy Customer understands that the following restrictions are applied to the serviceIf violated, the service will be terminated without notice. General Our customers may not use our network, machines, or services in any manner which: ? Violates any applicable law, regulation, treaty, or tariffs. ? Violates the acceptable use policies of any networks, machines, or services which are accessed through our network. ? Infringes on the intellectual property rights of others. Prohibited activity includes but is not limited to unauthorized use (or attempted unauthorized use) of any machines or networks, denial of service attacks, falsifying header information or user identification information, monitoring or scanning the networks of others without permission, sending unsolicited bulk email, maintaining an open mail relay, collecting email addresses from the Internet for the purpose of sending unsolicited bulk email or to provide collected addresses to others for that purpose, and transmitting or receiving copyright-infringing or obscene materialRepeated copyright infringements are grounds for termination of service.• Frontier’s complete Terms of Service is available online at ***• Frontier has reviewed this account and has determined that no additional credit will be issued.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.Sincerely,Frontier Customer Relations

I will accept this letter from Frontier with the exception that I have already had to pay the $bill plus $processing for paying over the phoneI had to pay the bill or I would be charged a late fee($- $10.00?)
So I called Frontier tonight to ask what my current payment isI was told it was $creditThis still is not right when they add next months charge to thatI asked what the early termination fee isThe woman helping me said she would apply an amount of $if I keep my account open and let the bill correct itself for a couple months
I agreed to this
*** *** *** *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Customer Name: *** *** Phone: ***
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Internet was out a little over a month because of faulty modem Frontier has investigated the above statements and offers the following response: A Frontier Representative spoke with Ms*** on February 21, Modem has been replaced and service is working. Frontier issued a month credit of $98.98.Ms*** does have contact information if she has any further concernsWe 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