Frontier Communications Corp.

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 he has been experiencing intermittent speed and connectivity issues with his Internet service From Frontier. Ms*** explains that although she subscribes to Frontier’s as fast as Mbps service she only receives speeds of Mbs Frontier has investigated the above statements and offers the following response: Frontier advises that the available Internet speed depends on the distance from Frontiers closest DSL facilities. Ms***’s location is over 16, feet from the nearest facilities. Due to this distance, the fastest Internet speed that Frontier can provide at this location is Mbps at this time. As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee. Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed. Service is subject to availability.” Ms*** is subscribed to Internet service at the lowest rate possible without phone service.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: Mr*** states Frontier breached his contract by raising his monthly rate that he had when Frontier took over his service from VerizonFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that the promotional discount Mr*** had with Verizon ended on November 21, 2016.A Frontier representative added a new promotion to Mr***’s account on February 20, to provide Mr*** with a new monthly discounted rate.Frontier determined that the promotion disqualified and Mr*** did not receive the new monthly rate as quoted. A Frontier representative applied a credit in the amount of $to Mr***’s account on February 15, for the cost difference of his monthly invoices dated November through June Frontier has made attempts to contact Mr*** to advise and left messages.Frontier mailed Mr*** a letter to advise and provide the direct contact information for a Frontier representativeWe 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 matterTell us why here

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

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,
*** ***

Thank you for referring the complaint of Mr*** *** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that Mr*** is upset because a Frontier technician did not show up to install his Frontier service on the scheduled date
Frontier has investigated the above statements and offers the following response: Frontier informed Mr*** that a Frontier technician was dispatched on October 3, and installed his Frontier serviceFrontier confirmed with Mr*** that all his services are working fineFrontier issued a credit of $towards his first bill for the missed appointmentMr*** knows to contact Mark H*** at ###-###-#### 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

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

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

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

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.Problem 1). I was told my the sales rep when I got the service that the would include everything except taxes. I was not made aware of a regional sports fee (which no other company charges for watching basic sports services). 2) I was not told about any video tax, which also is not charged by Spectrum or Direct TV, but somehow is charged by frontier. 3) I was told I would get free installation but never told they would charge me to bring the equipment to my home when they installed it for free. (Doesn't this sound misleading? Who would think free installation would include charging someone to bring the equipment they need to install?4) I was told the DVR and set top boxes were included in my price of and have now been billed for them. The response from the business was simply to say, that is not what we train our people to say and we will look into that. I requested that since calls are recorded, why not review the transcript? They avoided that suggestion. The only offer made in all of this via my phone conversation was to give me off for one month instead of acknowledging their deceit and taking responsibility for this mess.5) I shouldn't have to downgrade my channels in order to not pay the regional sport fee they are charging since I was never informed of this. As always with Frontier, they only want to correct their mistakes by punishing the customer. I am not satisfied with their complaint in any way, as they didn't even offer to meet me half way on this issue.6) Lastly, I asked to be let out of the contract without a penalty or early cancellation fee and we could go our separate ways. They also refused this request saying I would have to pay a early termination fee along with the bill. The supervisor I spoke with was so unprofessionalHe tried to equate my request for the removal of certain monthly charges with a transaction at Walmart. I reiterate that I want the 11.00/month charge removed. I want the regional sports fee removedI want the delivery of charge removed. I want the video tax removed, as no other company charges this. I want my per month charge all inclusive plus tax period. It should be less than per month. If they won't do this. I want to be free to cancel and move on without a termination fee since they misled me. Further, they should call me to address this matter at ###-###-####, not send some generic response via internet.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,
*** ***-***

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
Frontier stated that it was explained to me that there was usage in April and May and that I would be refundedOn the phone, I was told everything I had ever had a history of paying would be refunded back to meI had internet service with this provider for less than weeks total on top of missing shifts for work and classes due to their ignorance and negligenceI would like all of my money ever spent on this company refunded back and my account closed for ever
Regards,
*** ***

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 *** *** 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: *** *** 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 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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he was billed for a full month of service even though he wanted to end his service earlier
Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** has pre-paid for his services and is eligible to continue receiving service through the end of his bill cycleMr*** can always stop the disconnect if he changes his mind 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. In the end of the statetment, Frontier mentioned another customer's name...*** ***.
Please see the attachement for my reasons for rejecting Frontier's response.Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mrs*** bringing this matter to our attention. The Complaint states that: Customer was upgraded from meg speed to meg speedCustomer states that her billing has been wrong since the changesCustomer was promised a price of plus taxes Frontier has investigated the above statements and offers the following response: Customer will receive the price quoted starting on the 9/billCustomer is back on the meg speedI back dated the bill and gave customer dollar credit 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
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states he made a verbal agreement with a Frontier agent that would have a two-year agreement
for the cost of his services Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account Mr*** has our current new customer promotionFrontier advised that upon reviewing the account Mr*** was advised upon submission of the request for service the cost and promotion expiration dates and accepted the terms and rate of servicesFrontier has spoken with *** *** on June 8, 2017, and advised him that after reviewing the account he has the correct pricing and promotions that he is eligible as a new customer to FrontierWe 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 has reviewed the account and found that Ms***’s account was missing the promotional discount to decrease the Vantage TV Prime to the $Ms***’s TV was removed from the account per her request
on December 2, Frontier has adjusted the difference in Ms***’s package where the promotion was not added for the last few months.Ms*** has been contacted to advise of the above statements 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