Frontier Communications Corp.

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 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

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,
** ***

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

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

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 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

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 Mr*** bringing this matter to our attention. The Complaint states that:Mr*** states that he was required to provide his social security number in order to start new services with
Frontier.Mr*** also disputes that he was required to lease Frontier equipment to use the Frontier Internet service.Mr*** states that he was offered a credit in the amount of $to compensate him for the time he spent on the phone placing his order for new services but the adjustment was not honored. rontier has investigated the above statements and offers the following response:Frontier investigated Mr***’s accountFrontier advises that Frontier requests a customer’s Social security number for several reasonsFrontier uses this information to identify and validate who is placing the order for new service. This process is to protect Frontier customers from unauthorized accounts being establishedThis information is also used to do a credit check to determine if a deposit is required for new serviceThe information is also used to report any unpaid final balances to credit reporting agenciesFrontier does not require a social security number however, positive identification is required to validate that the account being established is valid.Frontier advises it is highly recommended to have Frontier equipment for Frontier productsFrontier does not support equipment that is not provided by other providersFrontier also advises that some Frontier provided functions may not be available to equipment that is not provided by Frontier.Frontier records show that Mr*** requested a credit in the amount of $to compensate him for the time he spent on the phone trying to establish new serviceFrontier did not offer nor agree to a credit in the amount of $to be applied to his account.Frontier advises that Mr*** terminates his services with Frontier on October 25, because he was not happy with the service.Frontier spoke with Mr*** on October 26, to discuss his complaintHe advised that his services were terminated and he did not want to receive any billing for the servicesFrontier will ensure that there are no charges to Mr***’s account.Mr*** stated that he did not have any further questions. 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

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,
*** ***

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

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

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

Frontier advises the account has been fully credited to a zero balance and is closedFrontier attempted to reach Ms*** to advise of the above but was unsuccessfulFrontier left a message for Ms*** that included direct contact information We trust that this information will
assist you in closing this complaint. We regret any inconvenience that Customer Full Name may have experienced as a result of the above matter

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 *** *** 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

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

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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he ordered internet service from Frontier on April 14, and was told that the service
would activate on April 17, and that the modem would arrive on April 20, 2017. He did not receive the modem until April 24, Mr*** advises that since his internet service was not working, a technician was scheduled to come out on April 27, but did not show up. The next time that he called Frontier, he was told that that there was no technician dispatched to his home and that he was scheduled to simply have his services updatedMr*** advises that he had originally been quoted $plus tax per month for his Frontier services, but when he called in to Frontier, he was told that his monthly rate would be $plus tax. Mr*** advises that he won’t be able to get online to pay his Frontier bill if his internet service isn’t working and that it would affect his credit score Frontier has investigated the above statements and offers the following response: Frontier advises that a technician did come out but only needed to do work on the outside service box and did not need access to the inside of the customer’s house.Frontier spoke with Mr*** on April 28, 2017, who advised that his internet service started working the night of April 27, and is no longer experiencing any problems with getting onlineFrontier also advised Mr*** that the correct monthly rate for his internet and home phone bundle package is $39.99. He was also advised that the optional identity protection service that he ordered is an additional $per month and that every month his will have a $subscriber line charge plus taxes 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 Communications
Thank you for referring the complaint of *** *** of *** *** *** *** *** to our office for reviewWe appreciate his bringing this matter to our attention The Complaint states that: Mr*** states the on September 15, 2016, a contractor hired by Frontier Communications used Heavy equipment to dig on his property to install fiber optic lines. No notice was givenThe contractor damaged newly installed artificial turf and did not reinstall the product properlyMr*** contacted the local Frontier construction manager and he was no help Frontier has investigated the above statements and offers the following response: Frontier reached out to Mr*** via email requesting additional information on March 3, Frontier sent a second request for additional information on March 17, Frontier called and left a voicemail for Mr*** on March 17, The address Mr*** provided appears to be for the *** *** *** *** store located at *** * *** *** *** *** ** *** Mr*** has not confirmed if this is the location in question. We have requested to further identify the location on the property of the damageFrontier will begin our investigation once additional information is provided 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: Brian M*** Department: Customer Relations