Frontier Communications Corp.

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

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,
*** ***

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

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: *** was quoted no installation fees by a representative, she said she asked three timesThe customer is
questioning the shipping and handling charge of $that was billed to her and nothing was shipped to her Customer wasn’t quoted a DVR feeShe was told no fee for the DVR by the representative Ms*** was quoted $before taxes for the first three months then her bill would go to $before taxes starting in the fourth month Frontier has investigated the above statements and offers the following response:Ms*** was given a credit of $on March 28, towards the installation fee billed to herCurrently I show she should be paying $before taxes this is including the DVR charge and the in fourth month it would go to $before taxes with no changes made to her servicesThis price is good for one year after the date her service was installedThe $shipping and handling charge that is listed on the bill applies to all new broadband installations and is the cost of the modem we have shipped through a third party which is then billed to the customerWe 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

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

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s service was disconnected on October 4, 2016.Frontier mailed out a statement on September 4, with charges from September 4, through October 3, for current charges
of $and a back balance of $This left a total of $owed to FrontierOn October 4, a statement generated in full with a current balance of $for a total balance of $Credit were issued back to the account until October 4, (when the service was cancelled) on the following statementMs*** did use the service up to October 5, and reflected usageMs*** received all back credits except one day of service and usage from the October 5, All combined statement left a balance of $267.59.Frontier received a payment of $This left a balance of $owed to Frontier.Frontier advises that a repair request was not made by Ms*** and no credits are warranted 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 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

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: *** ordered service and twice the tech did not show up to do the installation
Frontier has investigated the above statements and offers the following response: Frontier dispatched a tech to the site on 6/16/16. 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

Frontier has investigated the above statements and offers the following response: Frontier advises the account has been disconnected as of April 7, 2017.Frontier advises the term has been removed from Mr***’s account 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 *** 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

Complaint Number: *** Company Code: Frontier Customer Name: *** ***
Phone: *** Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that: Mr*** scheduled an upgrade to his internet speed from 30M/5M to 100M/100M the last week of February, scheduled for installation on 03/21/On 3/21/service technician never arrived. When he called Frontier’s customer service he was told that the upgrade was complete effective 03/01/and there was no need for a technicianOn 3/22/Mr*** states he called technical support to verify his speed had been increased. Technical support informed him that the internet speed was still at 30M/5M Mr*** states he was informed cost of upgrade would be and for the technician to comeFrontier has investigated the above statements and offers the following response: Account review shows his original internet upgrade order was written incorrectly.Mr*** was given incorrect information when he called on 3/21/informing him that order upgrade was complete. An internet upgrade to 100M/100M requires a service technician to complete, however no technician was dispatched. Original upgrade order completed on 3/21/16. Mr***’s new bill printed on 3/22/16, with the new/correct pricing. Credit has been applied over multiple adjustments totaling $153.73.Account shows that service upgrade was completed on 03/26/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 matterSincerely, Customer Relations

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 will not accept that my complaint is resolved until the credit is back in my account and fully cleared through my bankAt that time, my complaint will be resolvedUntil that happens, my complaint is still unresolved.
Regards,
*** ***

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

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. Thank you very much for taking the time to respond.
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
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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Ms*** *** advises she is an Authorized user on the account and filed the complaint on behalf of Mr***
***Ms*** explained she would like to have the $cleared from Mr*** credit report Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on August 14, 2017. Frontier explained that we see the payment of $made on February 23,Frontier explained that we will email Ms*** a letter advising account is paid in fullFrontier explained that it can take up to days to report to the Credit Bureaus and would appear on the Credit Bureau as paid in full 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,
*** ***

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 *** *** our office for reviewWe appreciate bringing this matter to our attentionThe Complaint states that: *** *** advises she was experienced difficulty dialing a specific telephone numberFrontier has investigated the above statements
and offers the following response:Account research located service order *** completed February 21, porting service to another providerFrontier requires a final bill to cycle prior to sending a refundA Citibank Refund was mailed to the customer on May 17, He should receive it in 7-business daysA Frontier representative attempted unsuccessfully to reach Mr*** A contact letter was sent on 05/24/We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that *** *** has experienced as a result of the above matterFrontier Specialist: Amy Buchanan Department: Consumer Relations Telephone Number: *** xt *** Fax Number: ###-###-####

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