Frontier Communications Corp.

Frontier has investigated the above statements and offers the following response: Frontier installed services to Ms***'s location on 8/15/The Frontier services were disconnected on 8/25/Ms*** did not advise the service did not work as a wholeWhen Ms*** called to
disconnect, she advised that she was disconnecting due to an Internet speed related issueAs a courtesy, Frontier has adjusted the Installation fee Ms*** was billed for along with adjusting the billing to reflect the days of service receivedFrontier attempted to contact Ms*** on the number included on the complaint, but was unsuccessfulWe regret any inconvenience that *** *** may have experienced as a result of the above matter

Frontier Communications Thank you for referring the complaint of Mr*** of *** *** &
*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** is concerned that his internet service does not work all the timeMr*** states have had technicians out to his business and they were not able to fix the issueFrontier has investigated the above statements and offers the following response: Frontier has looked into the internet concerns and Mr*** is on the fastest speeds on internet we have available for his location at this time.Frontier will take this information into concertation when looking at areas to be updatedWe 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 Frontier Specialist: Marcia Schneider Department: Office of the President Telephone Number:###-###-#### Fax Number: ###-###-####

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

Per Frontier records, notes were found dating back to August of where Mr*** was calling in reference to Data issues. He also spoke with someone in reference to pricing and plans. Mr*** advises that he requested the service to be disconnected at the end of the promo
term which was 12/11/and the agent didn't disconnect as requested. He says agent advised that the disconnect date would be 12/11/and assured it would be doneAs a courtesy I adjusted the account in the amount of $60($with tax) for the overbilling. Mr*** is satisfied with resolutionCase closed

Frontier has reviewed the issue and apologizes for the difficulty Ms*** has experienced When service is installed, frontier will bill for a minimum of days service, even if the account is active for less than days Ms*** advised the service was active for weeks A
day minimum, with taxes, for her services would have been approximately $ Credit totaling $has been issued toward the account, dropping the final balance to $due Earlier today, August 13th, Frontier left a message for Ms*** advising of our findings If you add the $to to her payment on May 31st ($18.31) the total of $is actually less than what she should have been billed

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** ***
bringing this matter to our attention The Complaint states that: Ms*** states she signed up for a frontier bundle package and when she received her first bill it was correctMs*** states she spoke with a supervisor who advised her that she would adjust the bill and going forward the charges would be before taxes for yearsMs*** states that credit were not applied to the account and when she calls in she is advised that Frontier will not honor the rate that she was given Frontier has investigated the above statements and offers the following response: Frontier reviewed the case and we show the bundle rate is as followed $for the voice, internet and video, $for one set top box rental, $for the router rental $plus taxes and fees.Frontier also shows that credit in the amount of $was issued and posted on the January statement as well as $which posted on the April 2017.Frontier reviewed the account and determined that, due to a system error, Ms*** was advised incorrectly.Frontier called and left messages to review the case 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 matterTell us why here

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him for bringing this matter to our attention The Complaint states that: Mr*** states he closed his account four months ago, one month later he received a statement with new chargesHe
resubmitted his cancellation order on October 19, and is still receiving bills Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on January 24, and advised the account has been finalized effective back to October 19, Frontier advised Mr*** he will receive two additional statements one a closing statement showing adjustment, followed by a final statement and refund check to followFrontier will follow up for Mr***’ closing statement in February to verify, Mr*** accepts 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 *** *** bringing this matter to our attention. The Complaint states that:Customer states that frontier would not upgrade his service due to past do balance of dollarsCustomer advises
that he does not owe the bill as well.Customer received a disconnection letter from frontier. Frontier has investigated the above statements and offers the following response: Upon review Mr*** has not been current on his billing since March/29/2016Frontier Customer is no longer with Frontier Communications as of August 16, 2016 We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** 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: Frontier sent The Credit Bureau a closed account (***.1) stating that *** *** owed Frontier a balance
of $Ms*** also states that she previously called Frontier and she was told the balance was removed. Therefore she believes this should have already been removed from her credit reportMs*** wants Frontier to remove all of the past due information from her credit reportFrontier has investigated the above statements and offers the following response:Frontier sent The Credit Bureau a notice that Ms*** owed a past due amount of $Frontier did issue a credit to the customer of $on March 3, At that time Frontier submitted documentation verifying Ms*** had a zero balance to The Credit BureauBy the end of April all of the past due charges submitted by Frontier will be removed from Ms***’s credit report.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

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,
*** ***

Complaint: *** Frontier Communications has received notification of a complaint from the above individual. According to the complaint: Ms*** continues to receive bills from Frontier
Communications on a canceled accountMs*** received verification that the service was cancelled in the month canceled, but Frontier does not recognize the request or evidence of the cancellationMs*** attempted to contact Frontier on June to cancel internet because she was not receiving wireless internet, though she was paying for the service. Ms*** was unable to reach a representative via telephone or online chat due to long hold timesWhen Ms*** made my final payment with Frontier on 7/6/17, she wrote on the bill and the check that she had cancelled service and that she was making my final payment as she had contracted service with another internet providerMs*** was advised by a Frontier agent that she had only used her services through June, Ms*** still receives bills from Frontier for the period of June through October in the amount of $Frontier has investigated the above statements and offers the following response: Frontier has reviewed Ms***’s account and found that Internet service was established on January 21, with no record of a request to terminate service until November 4, 2017, Ms***’s account was suspended for Non Payment on June 15, The service was restored after payment was received on July 13, Ms***’s account was suspended again on October 16, for Non Payment and permanently terminated on November 4, per contact from Ms***. The agents notes on November 4th reflect that Ms*** called in regards to still receiving bills although she wrote a note on a check advising to cancel service. She advised that she did not have time to wait on hold forever to cancel service. Additionally she advised that the internet speed is slow and drops often which she was told was caused by old wires that would not be fixed. Frontier uses automated processing of checks when receiving paymentsBecause of that, our Terms of Service (https://frontier.com/corporate/terms) reflect, in part: “You may terminate the Service by giving written notice to the address provided in the Notice section below or contacting Frontier Customer Service if we do not remedy any ongoing breach of the terms and conditions in this Agreement within thirty (30) days after Frontier’s receipt of notice from you of such alleged breach“ Also we provide the address information as follows: “Notices required under this Agreement by you must be provided to Frontier at: ATTENTION: CUSTOMER SERVICE Frontier Communications *** *** *** *** ** *** www.Frontier.com With a copy to: Frontier Communications *** *** *** *** * *** ** *** Notice by you to Frontier shall be deemed given upon receipt by Frontier.” Frontier advises that noting anything on a payment does not constitute a notice to terminate the accountMs*** references a Frontier agent verifying that service had not been used past June 2017; however, a review of this contact confirmed that the agent verified that service had been used “up to June”. Whether or not the service was used, the account remained active, other than the suspensions for Non PaymentFrontier advises that during the time period in question, Frontier continued to mail monthly bill statements to the address provided, as well as Late Notices on June 28, 2017, September 29, 2017, October 30, 2017, December 23,and January 23, Frontier made contact with Ms*** via email to advise of the above and offered to compromise on 50% of the remaining balance. Ms*** agreed to make payment of $and Frontier agreed to credit the remaining balance We trust that this information will assist the you in closing this complaint. If Ms*** has any additional questions, please contact the undersigned. Brian M*** Executive EscalationsFrontier Communications

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 employed a lawyer and credit restoration company to handle this matterThe Frontier Communication falsely placed this negative claim on my credit report and I am demanding it be removedI never said I would not pay this bill I was instructed by them to not pay the revised amount until I received a revised billThis took place in and I have never received the revised bill so I could pay the amount I owedInstead Froniter Communication placed a report on my credit report and they refuse to remove this injustice from meI have always agreed to pay what I owe but Frontier has ruined my credit unjustly and continues to refuse to correct their mistake on my credit report.
Regards,
*** ***

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,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: • Mr*** states that that when it rains his phone gets static. Frontier has investigated the above statements and offers
the following response:• Frontier records reflect Mr*** reported trouble on January 10, 2018, tech was dispatched out on January 11, and issue was repaired.• Frontier representative has made several attempts to reach Mr*** and was unsuccessful. 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.Frontier Specialist: Tocoma KDepartment: General Manager

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
My position hasn’t changed eitherMy final due process credit should be for at least one month serviceThis is the least frontier can give me for al the time and effort I have had to spend on this problem that should have been fixed in one phone call verses 20+You caused me so much stress and was not able to spend my time with my family due to your negligenceI can take this further to a higher authority if you would like

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s confirmation number of *** was to upgrade the programming on the service and was not in regards to a service repair concernsMs*** was not charged for the day of October 5, 2016; even though, the service was utilized on that date.Ms*** last day she was billed was October 4, and all credits for the partial month of service (appearing on her statement printing November 4, 2016) included October 5, 2016.Frontier advises that no credits are due to Ms*** and the charge of $is valid 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 has investigated the above statements and offers the following response: Frontier advises that Mr***’s account under *** was charged in error.Frontier has not reported the balance to an outside collections agency.Frontier has waived the balance on the account
under ***. 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 *** *** bringing this matter to our attention The Complaint states that: *** *** advises that her services were not disconnected after services were to be disconnected Frontier
has investigated the above statements and offers the following response: Account research failed to locate a request to discontinue service prior to November 29, 2016.Research shows a return authorization label was sent to Ms*** on October 31, 2016.Records show service order *** completed December 1, disconnecting serviceOn December 8, credit totaling $was applied for service from November 1, through November 30, This will reflect in one to two bill cycles A Frontier representative spoke with Ms*** who indicated satisfaction with the resolutionWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Steven Anderson may have experienced as a result of the above matter Frontier Specialist: Amy B*** Department: Consumer Relations

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*** advises that she cancelled her Frontier internet service the same day that it was installed and was told
that she would not be charged for the service. She also advised that she received a bill from Frontier for $ Ms*** advises that she will only pay $of the $155.00, since she had Frontier internet service for less than dayFrontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s previous balance of $has been credited in full and that she now has a zero balanceFrontier left a message for Ms*** on September 28, and advised her of the above statement. 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he is yards from his neighbor that has Frontier Internet and is requesting a technician to come to his houseFrontier has investigated the above statements and offers the following response: Frontier has thoroughly investigated Mr***’s location and determined that Internet service is not available at this time. Frontier attempted to reach Mr*** to advise of the above but was unsuccessful. Frontier left a message 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