Frontier Communications Corp.

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 that she had several issues with billing and customer service with Frontier
Frontier has investigated the above statements and offers the following response: Frontier advises that Ms*** has terminated her account with Frontier effective November 29, and that this will be the last billing date for service.Frontier spoke to Ms*** on December 6, and advised of the above information 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 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

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 CommunicationsThank you for referring the
complaint of Crystal
*** to our office for reviewWe appreciate *** *** bringing this matter to our attention.The Complaint states that:Ms
*** states that she has had repeat loss of phone and internet service.Ms
*** would like a permanent repair to her telephone and internet service.Frontier has investigated the above
statements and offers the following response:Frontier contacted the local technical supervisor informing him of the repeat service issuesTechnical supervisor escalated repair date to 08/from original repair date of 08/14.Frontier technician determined programming for Ms*** service was incorrect causing issues with servicesTechnician had Ms*** run a speed test and confirmed she is getting faster speed internet.Frontier spoke with Ms*** confirming technician completed repair and services work properlyWe trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that MsMounts
has experienced as a result of the above matter.Frontier Specialist: Lavitta
N*** Department: Customer
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 is being billed for a full month of service even though she wanted to end her service
earlier. Frontier has investigated the above statements and offers the following response:Frontier advises that Ms*** has pre-paid for her services and is eligible to continue receiving service through the end of her billing cycleFrontier advises that Ms*** contacted Frontier on January 13, to terminate her Frontier servicesFrontier advises that the services will be terminated on February 1, 2018Frontier spoke with Ms*** on January 24, to review this information with herWe 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 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 *** *** bringing this matter to our attention The Complaint states that: Billing question Frontier has investigated the above statements and offers the following response:
Reached out to customer first on 5/26/in regards to billing questionsCustomer responded that day that they had been resolvedReached out again on 5/27/to make sure all questions have been answeredCustomer has not responded to any requests sinceCase closedNo action taken 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

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention The complaint states that: • Mrs*** was transferred to Frontier
to set up new service because she and her husband were moving to the area. An order was placed for the following week and she arranged to take a day off her active duty military post. • Mrs*** contacted Frontier when the technician did not show up and was told that their order had been cancelled because the previous tenant had not placed a disconnect order. • Mrs*** contacted the previous tenants and had them place a disconnect order. She contacted Frontier and requested that her service be connected on a weekend since she would not be able to take another day off work during the week. She was given a date in the middle of November which she advised Frontier was unsatisfactory since Frontier had already put her order off the first timeAs a result, she requested to cancel her order since she needed the service connected sooner than Frontier could offer a connect date• After two days, Frontier contacted Mrs*** regarding setting up her installation order. She contacted the representative back and requested not to be contacted again since the order had been cancelled. Mrs*** requested the number for Frontier’s HR Department, contacted the department and was put in contact with Melanie Brown, the head of Frontier’s Florida regionShe advised someone would be contacting Mrs*** on her behalf and she was not calledAfter another two days, she was contacted and asked when she wanted to set up service. She spoke at length to the representative regarding her previous experienceThe representative consulted with his supervisor and Mrs*** was promised a connection date of that weekend which again, no one showed or calledMrs*** contacted another company and had her service connected. • A week later, another Frontier representative contacted Mr*** *** to see when they wanted service set up. Mrs*** contacted the representative back and insisted Frontier not contact them again and that she wanted the order cancelled and their information deleted from the systems. Mrs*** advised that if they continued to get calls, she would file a complaintDespite her insistence on no contact, Frontier left two additional voicemails regarding setting up service for 11/19. • On November 18, Mrs*** contacted Frontier to request that the order be cancelled and all their information be deleted and that contact stop. She asked for and was denied a supervisor. Despite this, a technician showed up at their residence to install service. • Mrs*** is requesting that contact from Frontier desist and that their information be deleted from Frontier systemsFrontier has investigated the above statements and offers the following response: • Frontier confirmed that the install order for *** *** was cancelled and all information regarding the order was deleted permanently from order entry systems. Frontier has placed the numbers that Mrs*** provided on Frontier’s Do Not Call list. • Frontier apologizes for the continued contact after the order was to be cancelled originally and the need for the ***s to continue contacting Frontier back after the order was to be cancelled. • Frontier will address internally any coaching/disciplinary actions related to this complaintFrontier apologizes for the delays created when proper process was not followedWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience *** *** has experienced as a result of the above matter

Thank you for referring the complaint of *** B*** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr*** states Frontier continously informs him they are going to send a technician to install internet service at his
addressMr*** is then advised that there are no available ports to install internet Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on May 26, and advised Frontier internet service is not available at this time due to full capacity of ports in the Central Office 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 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

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

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that: Mr*** states that he returned his equipment to Frontier after disconnecting his service and was billed for unreturned
equipment and sent to collectionFrontier has investigated the above statements and offers the following response: Frontier credited Mr*** for the unreturned equipment charge, recalled the account from collection and will send him a refund for $22.66, which is the credit balance on the accountWe 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

Service got installed correctly on the originally scheduled due date

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 speaking with MsAngela a.k.a*** *** who has stated the same, so I will wait to see the reflection of that credit in early May when the invoice arrives She had stated a tech would come and remove the remaining battery backup equipment, which belonged to Verizon, and he did so today It was removed satisfactorily I thank them for that and that this seems to be resolving acceptably If the bill is anything different than what we discussed, and she gave me her phone #, I will let her know- as well as the Revdex.com I gave her the two tracking numbers for the remaining Frontier equipment that I sent off in the two boxes that were sent to us Again, thanks to all
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Frontier made up a contract charge of over $after we discontinued serviceFrontier Communications withdrew $112.69, a full month's payment, on Oct6, Frontier service was terminated on 9/19/Frontier emailed a plan to remove an additional $via autopay on 11/7/Ms*** contacted Frontier to have the incorrect amount refunded and to stop payment on the autopay withdrawal of $Frontier would not commit to a date to refund the overpaid amountFrontier has investigated the above statements and offers the following response: Ms***’s account was in an automatic renewal bundle contract since March 10, As part of this bundle contract, the account was provided discounts on the monthly service chargesFrontier bills one month in advance, with the bills being generated on the 13th of each monthThe billing for September 13, had already been initiated, creating the automatic pay entry, when the account was closed by porting the phone number to another provided on September 19th, The October 13, bill statement contained a $Early Termination fee as the account had been in contract at that timeThis is automatically generated by the billing systemIn this instance, Frontier has removed the Early Termination Fee, crediting it back to the accountThis will leave a credit balance to be refunded to the customer The refund period is 60-daysFrontier will request to expedite the refund of the credit balance on the accountWe 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: Brian M*** Department: Customer Relations

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*** advises that she is awaiting a Fraud packet for an account balance that was
transferred to her active account as it had the same last four digits of the Social Security numberFrontier has investigated the above statements and offers the following response: Frontier advises that a Fraud packet was mailed out as of March 21, and we have placed a hold on her account for daysThis will stop any suspensions of her account to allow for Fraud investigation once packet returnedWe 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
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,
*** ***

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,
*** ***-***