Frontier Communications Corp.

Frontier Communications Customer Name: *** W *** Phone/Account: *** Thank you for referring the complaint rebuttal of *** W *** to our office for reviewWe appreciate his bringing this matter to our attention The Complaint states that: Mr*** wants Frontier to cancel the service with DISH ad take care of any feesMr*** ordered TV and Internet from Frontier to get a package deal price Frontier has investigated the above statements and offers the following response: Mr*** ordered both Frontier Internet and DISH Network TV services from a Frontier agent.Mr*** had a DISH Network or authorized DISH Network contractor install satellite TV services at his location. At the time of the installation, the technician required a signature to acknowledge the contract terms and conditionsFrontier does not have the authority to change or terminate Mr***’s account with DISH NetworkWhile Frontier offers combined billing with Dish, any questions regarding Dish products, package changes, terms of agreement, billing issues or disputes would need to be referred to Dish Network. Frontier’s position has not changed. 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 reviewed and determined that the Amazon Gift card did not qualify due to promotional discounts being receivedFrontier advises, that as the account was disconnected, the promotions are unable to be
changed to provide the Amazon gift cardFrontier advises that during the initial correspondence, the topic of billing was discussed.Frontier has made adjustments to the final balance resulting in refund based on discrepancies found on the 1st statement.Frontier advises that the refund is projected to arrive by the end of the JulyFrontier advises that the outside credit agency has been informed of the balance changes on the account.Frontier spoke with Mr*** in regards to the above. 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 bringing this matter to our attention The Complaint states that: Mr*** states the account he had with Verizon before the acquisition to Frontier his discounts were guaranteed until July
Mr*** called Frontier in April to check if he could continue the same price plan, the customer service representative confirmed that and even said there was not a contractThe bill was correct for two months after that but then it went up in NovemberWhen Mr*** called to cancel he was offered a plan for r$and was advised if the service was cancelled a penalty fee would apply Frontier has investigated the above statements and offers the following response: Frontier has been unable to reach Mr*** by telephone after leaving several messages, we have also sent please contact Frontier emailsFrontier advises the monthly rate for Mr***’s service is $plus taxes and feesFrontier advises that the bundle rate of $is with a two-year contract to receive the reduced rate.Frontier has issued credit in the amount of $to Mr***’s account for the issues he has experienced 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 Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises she signed up for the Frontier Internet service and was told at the time there would be
a $installation fee, that could be broke up over three months of billing, if she signed up that day. Ms*** signed up and was charged the full $on that first bill so she called customer service right away. The customer service representative stated that they could not help her since she already got the billMs*** wants the fee removed completely since she feels the salesman lied to her that day when she agreed to sign upFrontier has investigated the above statements and offers the following response: Frontier has removed the fee from the bill and called Ms*** to advise her of this. Frontier was only able to leave a message for Ms***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

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 However, I want it to be made perfectly clear to ALL parties involved that this is the FINAL payment I will make to Frontier
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. I spoke with a Frontier representative yesterday. At first they would not give me a refund for the services that I did not use, stating that the service had been active the whole month (through October) even though I did not use it. However, I had checked the day it was cut off and I told the representative that she was wrong, the service was cut off on September. The representative went back into the records and checked what actually happened - it was cut off on Sept. She called me back and agreed to give me the refund. Thank you very much for your help in this matter. I had tried on my own for several hours to get a satisfactory resolution with Frontier but Frontier personnel had refused. The Revdex.com was my only option remaining. Thank you!
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. I agree that Frontier was able to increase my speed to the 50/level that I am being charged for. This is all I was asking for.
Regards,
*** ***

Frontier advises that on September 19th order #*** was placed to transfer service from one address to another effective September 22nd. It was found that there was active service at the location by another customer. Therefore the order should not have been scheduled until the
current customer disconnected service or the new customer provided a rental or lease agreement. The order was cancelled on September 22nd Frontier advises that on September 28th order #*** was placed to transfer service effective September 30th. The order was sent back to the representative on September 28th advising to contact the customer to inform that there will be a slight delay for the installation as additional work is needed on the line in order to provide Broadband Ultimate service. The order reflected a new due date of October 5th Frontier advises that on September 30th contact was made with Frontier to inquire on the status of the order. The order was escalated to the Area Technical Supervisor who worked with other departments in regards to the additional work required on the line before the installation could be complete in the field. Frontier advises that the order was expedited and installation completed on October 1st Frontier apologizes to the customer for the inconvenience and has applied a $credit due to the missed commitments. Additionally the customer has not been charged for the transfer of service or installation of service at the new address. This matter has been addressed as a training issue with the consultants

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states she has had issues with an order placed for internet serviceFrontier has
investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate the order for internet service cannot be completedFrontier advises upon reviewing the account the order placed for the second internet service was placed on account with a different name.Frontier advises in order to add a secondary internet service a credit check is neededFrontier advises the account holder is deceased at the location the secondary internet service being requestedFrontier advises a credit check cannot be made for a customer who has deceasedFrontier advises that a transfer of ownership of the account in another name can be done to establish the second internet serviceFrontier advises it has spoken to *** *** on November 13, and advised the status of the order and what can be done to establish the second internet line at the residence 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
Frontier is scamming former Verizon customers with offers like the one in the attached flyerIn the fine print the offer states that it is for new customers including VOICE ONLY customers, I was a VOICE ONLY customerThe flyer said to call for availabilityThe salesperson had no problem qualifying meBut everything soon started to go south beginning with a $bill which was promptly withdrawn from my checking account, After each complaint, Frontier has offered apologies and remedies which included credits to my account balanceThey took $out of my checking out without prior consent and have never returned itThey continue to deny that I am a VOICE ONLY customer and should qualify for this offer including the Amazon gift cardI want the offered bundle for $monthly, my money reinstated to my checking account and my Amazon gift card
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
The business in reference, Frontier, called me and left a voicemail with a representative's name and phone number to reach her, but I have called times and left voicemails and still have not been able to reach herI still have not received any offer to settle this complaint.
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier advises that records indicate Ms***’s installation order was marked as a self-installationThis means no technician would need to come to the home and set up the serviceAll work would be
completed from the outside of the home.The Frontier technician completed the work on June 29, 2016.Frontier customers cancelling service after the initiation of service are charged a day minimum on service, programming cost, and equipment shipping.Frontier advises that a refund check was sent without the balance on the account being adjustedThis caused the customer to be charged for the refund as well as the full billSince Ms*** never had working serviceFrontier has corrected this error and Ms*** has a zero balance 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 you bringing this matter to our attention
The Complaint states that:
• Frontier has been charging her for phone service that she never received for almost a year
Frontier has investigated the
above statements and offers the following response:
• Frontier reviewed account, and determined prior to Frontier purchasing Verizon on April 1, 2016, Mrs*** established services on April 25, 2015, that included phone & 25/internet with a contract end date of May 3,
• Records does not show a phone call from Mr& Mrs*** requesting to disconnect the phone service, or inquire why they are billed for phone services
• Statements is mailed monthly, and is itemized with product & services, including phone
• Mrs*** monthly service for phone and internet, including discounts is $+ taxes and surcharges
• Without her bundle contract, Mrs*** would have paid $a month for internetIf she decides to cancel her phone service, and keep internet an early termination fee will apply to the account
• In addition, on January 29, 2017, our records reflect the first phone call from *** mentioning she is not supposed to be charged for a phone line
• After further review, no credits will applied to the account
• February 1, 2017, we spoke with Mrs***, but she advised that the she could not speak now and would call me backI provided my direct number
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
Frontier Specialist: Kevin F* Department: GM Specialist

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
I requested that the account be closed in September. All of the equipment was also returned in September, so there is no reason that there should be any charges for the months of October or November. The total amount of charges for the period from 10/to 11/was $285.70. The credit from Frontier is for $257.47. There is still a difference of $for new charges in October when I had no services and no equipment. I would like to have the entire amount of new charges credited to the account
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier advises that ** *** *** has received $in promotional credits in exchange for retaining a year contract since April 10, with Frontier.Frontier is willing to back charge the
credits received making the accumulative price a month to month rate instead of a year contracted rateFrontier finds that the term fee is less than the back charging of credits.Frontier advises that ** *** *** last trouble ticket was in 2012.Frontier advises ** *** *** had two numbers associated with their services. When porting out the accounts separated to ensure each number is Ported Out correctlyNo money is owed on ###-###-####.Frontier finds that the balance of $on 9***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

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*** states that she was offered an upgrade to her Internet at no charge but she was billed $Ms
*** would like this amount adjusted off her Frontier account.Ms*** also advises that she was billed late fees for the disputed amount of $and she would like this adjusted off her account as well Frontier has investigated the above statements and offers the following response:Frontier investigated Ms***’s account and advises that there was an error in her promotion that caused the upgrade fee to be billedFrontier advised that an adjustment in the amount of $was applied to Ms***’s accountFrontier also issued an adjustment in the amount of $for the late fees that were billed to Ms***Frontier also issued an adjustment in the amount of $for the missing promotional discounts that she was supposed to receive off of her monthly Internet chargesFrontier advises that Ms*** has ported her services out to another service provider in her areaFrontier spoke with Ms*** on February 27, to review this information with her. 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

Frontier has investigated the above statements and offers the following response: Frontier advises that records indicate Mr***’s disconnect order for F-secure was not completed correctly in January of 2016.Frontier has issued full credit to Mr*** for the product.In addition, we have
ensured that the product was removedAll changes will reflect on the statement printing on December 21, 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 CommunicationsThank you
for referring the complaint of ***
*** to our office for reviewWe appreciate ***
*** for bringing this matter to our attention.The
Complaint states that:*** *** service has not worked property and had to call Frontier multiple times to
correct.She would like to receive out of service credits and out of her contract Frontier has
investigated the above statements and offers the following response:Frontier understands that some customers experienced issues viewing the previously available Video on Demand (VOD) content during the transition from Verizon to FrontierVOD content is now available, and Frontier is continuing to add more titles each day, including those movies and TV shows previously purchased by customersFrontier apologizes for any inconvenience this may have caused. We have appreciated our customers’ patience as we complete the VOD library. VOD is not a billable product therefore no credit is warranted but a $courtesy credit was issued for her trouble, that post on her current bill.Frontier’s records do not show any trouble reports by Ms*** concerning her phone or internet, only VOD. No outages were reported in her area. A Frontier employee did reach out to Ms*** and helped her improve her wireless signalWe did verify that the TV guide is working and that she can access recorded and new VOD servicesWe 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 Specialist: Sherrill B*** Department: Customer RelationsTelephone
Number: ###-###-#### EXT 3131 Fax
Number: ###-###-####

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*** states she was given misinformation about repair costs Frontier has investigated the above
statements and offers the following response: Frontier was unable to reach Ms*** to discuss, however has issued the $credit to her 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