Frontier Communications Corp.

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 is unable to pay last bill online since no longer Frontier customer due to rate
changesFrontier has investigated the above statements and offers the following response: Frontier advises Mr*** rate changed due to his year contract expiring in November 30, 2017.Frontier advises we do offer an online website that current and past customer can make payments on free of charge.Frontier spoke with Mr*** on Janaury 24, and advised of the above, an email was also sent with the website link and directions to make the payment 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 CommunicationsComplaint
Number: *** Company Code: FrontierCustomer
Name: *** *** Phone/Account: ###-###-####Thank
you for referring the rebuttal of *** *** to our office for reviewWe
appreciate her bringing this matter to our attention.The
Complaint states that:Ms*** states that rates are
not what was quoted and the unsubstantiated charges have not been removed
from the billFrontier
has investigated the above statements and offers the following response:Frontier reviewed the bill and has issued credits which total $which remove the installation chargesThis account was installed on May 28th, billing started on June 2nd, and Frontier did take corrective action to remove the phone service and credit that back to the accountMs*** has chosen to make no payment whatsoever on this account and therefore it was suspended on September 7th Our records indicate that we have left messages with contact numbers on the number given ###-###-#### including the latest attempt on October 11th.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 matterFrontier Specialist:
Scott P*** Department: Customer
Relations

Te Thank you for referring the complaint of Dr*** *** to our office for reviewWe appreciate Dr*** *** bringing this matter to our attention. The Complaint states that: Dr*** advised that he is paying for internet but the service is not working
Frontier has investigated the above statements and offers the following response: Frontier advises that multiple attempts were made to speak with Dr*** regarding his account.Frontier advises that a email was sent requesting Dr***the to call. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Dr*** *** 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: Mr*** awoke on April 28, and his internet service was not working and the Optic Network
Terminal in the garage was offlineMr*** called for support, was no help so the technical support representative put in a repair trouble ticket for May 1, Mr*** states that he waited from 11:am to 3:pm then called Frontier only to discover that the repair trouble ticket date was changed to May 5, without a courtesy call to advise him.Frontier has investigated the above statements and offers the following response: A repair trouble ticket was placed on Mr***’s account on April 29, with a commitment date of May 1, after trouble shooting with a technical support agent. Mr*** called in on May 1, to find out why a repair technician did not come out to his residence to repair his internet service and at that time he was advised that the repair trouble ticket date was changed to May 5, I called on May 6, and spoke with Mr*** in regards to his internet service not working and he advised me that he is very dissatisfied with Frontier Communications because of the missed trouble repair ticket without no notification of it being missed, which I did apologize. He then advised me that *** *** *** is at his residence installing new service and that he wants his services completely disconnected with Frontier as his internet service was still not working. A disconnect service order was placed in Frontier’s system on May 6, to cancel Mr***’s services per his request and the order was back dated to the date of April 28, the last day that he had working serviceWe 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

Frontier has reviewed Mr***’s account and found that his bill increased on May 19, when a month promotional credit expired. The bill increased again on November 19, when a year promotional credit expired Mrs*** called on December 5, to inquire on
lowering the bill. A review of the call recording found that she was quoted $plus tax which included an upgrade of the Internet speed from 50/to 75/and free movie channels Credits totaling $have been applied to the account for the January and February bills due to missing promotional credits and disputed charges for Computer Security. The missing promotional credits have since been added to the account and the monthly recurring charge is reflected as $plus applicable surcharges and taxes. The account reflects a current balance due of $ Contact was made with Mrs*** on February 10, to review the above

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 for taking care of this matter. I do appreciate the local telephone and high speed internet service which I receive from Frontier. They just are not able to compete with AT&T when it comes to international long distance
Regards,
*** ***

Thank you for referring the rebuttal complaint of Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attentionThe Complaint states that: Mr*** advises Frontier as an existing customer he should have the ability to get the current new customer price. Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on October 5, via email and advised his price is $plus any applicable taxes and fees through January 9, when his first promotion expiresFrontier also advises on August 20, when Mr*** chose to cancel his home phone that he was advised of his new price then.Frontier advises we did credit all charges on the account billed for telephone service to make sure Mr*** did not have to pay for the phone that never worked.Frontier advised we have changed the account to the new customer promotion that was available for internet only on the date that Mr*** requested service with Frontier on June 24, 2017.On October 11, Frontier spoke with Mr*** and nothing has changed advised he has the new customer price for the time period he enrolled for service during.On October 9, when Frontier spoke with Mr*** no credits were offered as stated in the rebuttal since he is receiving the correct price. 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

The Complaint states that: Ms*** advises that when she cancelled her Frontier service, she was advised that she did not need to return her Frontier equipmentMs*** advises that she was billed for Frontier equipmentFrontier has investigated the above statements and offers
the following response: Frontier advises that Ms***’s Frontier account has been credited in full, and her balance is now Frontier advises that we spoke to Ms*** on January 15, and advised of the above

Frontier CommunicationsThank 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 billed after she
disconnected servicesFrontier
has
investigated the above statements and offers the following response:Frontier reviewed Ms***’s account and determined that an adjustment of $has been issuedThis adjustment will be reflected in 1-billing cyclesFrontier called Ms*** on November 14, and left the above information along with my direct contact informationWe 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:

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: *** moved to an area we do not service and they got charged an Early Termination Fee Frontier has
investigated the above statements and offers the following response: Frontier has issued in Full adjustment for the Early Termination Fee 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 *** *** bringing this matter to our attention The Complaint states that: *** *** advises that he was over billed for his FiOS Data Frontier has investigated the above statements and
offers the following response: Research determined the service was requested to be placed on Vacation suspend in AprilService order notes indicate a representative attempted to reach the customer for additional informationFrontier procedure in regards to no response dictate that the service order would be cancelledRecords show on December 06, credits totaling $were applied for service outage A Frontier representative attempted unsuccessfully to reach *** ***. A contact letter was sent on January 24, 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 Specialist: Amy Buchanan Department: Consumer Relations

Thank you for referring the complaint of *** *** to our office for
review. We appreciate him bringing this
matter to our attention.In the complaint Mr*** expressed concern regarding cancelling his
TV service due to Frontier’s failure to provide services he was paying for
(Korean TV
Channels). He returned
equipment on or about September 2016. He
received a bill for over $for unreturned TV equipment. He made multiple attempts to get this matter
corrected but he has been unsuccessful.Our records indicate the December 25, billing statement included a
charge of $for FiOS TV Unreturned Equipment Fee. The bill also included a $Previously
Paid Convenience Fee and taxes totaled $38.54. The total bill was $238.54. On
March 5, 2018, our records indicate the account was credited $in full
and the account now reflects a zero balanceWe sincerely apologize for the inconvenience this matter has
caused. Should Mr*** wish to discuss
this matter further, I can be reached at ###-###-#### EXT 111-3143.Sincerely,Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS

• Our records indicate on July 21, the phone & TV services changed in her bundleThe phone switched from Frontier Freedom Plan to Frontier Digital VoiceThis caused customer to lose their Lifeline discounts as well
• TV services were switched from TV Prime HD to Ultimate HD; which
increased her billing bundle rate
• November 7, 2016, Frontier spoke with Mrs*** acknowledging her concernsWe were able to but her back on the Freedom Plan for phone and removed the Ultimate HD TV programing, and added Preferred HD TVThis will give a total of $+ plus taxes; which also includes 50/internet
• Mrs*** was not happy with resolution and advised that she will speak with her husband to see if they will keep services

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 she placed an order for service with Frontier to be installed on October 13, Ms*** states she was told Frontier attempted to provide service, but she was not home and the appointment was then changed to October 23, Ms*** states she called October 16, to request a sooner due date and was told the installation would be done on October 18, 2017. A technician showed up on October 18, to discover the appropriate wiring was not installed. The technician then advised he would set up an appointment for the wire installation and return on October 19, Ms*** states she called on October 19, 2017, and was told the installation could not be done before October 27, Frontier has investigated the above statements and offers the following response: On October 5, 2017, Ms*** placed an order for service to be installed on October 13, 2017.Frontier did not attempt to install service on October 13, 2017. On October 13, 2017, Ms*** contacted Frontier and was advised the new date would be October 23, 2017.On October 13, 2017, a Frontier representative requested a sooner installation date and was given a new date of October 21, 2017.On October 16, 2017, Ms*** was given a due date of October 18, 2017.On October 18, 2017, a technician was dispatched for installation. The technician noted that Ms*** did not want the Fiber installation to come through the location needed, and stated she would call back when ready.On October 22, 2017, Frontier Customer Relations reached out to Ms*** to get clarification on her needing assistance with her installation, but was unable to reach herThe notes left by the technician on October 18, 2017stated she would call back when ready.On October 27, 2017, Ms***’s installation was completedWe 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 review. We appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that when he cancelled his internet service, Frontier charged him a Residential
Broadband Processing Fee for disconnecting service. Mr*** advises that he had agreed to this fee nor is it included in Frontier’s terms of service, and that Frontier will not waive the feeFrontier has investigated the above statements and offers the following response: Frontier advises that its Residential Internet Service Agreement Terms and Conditions gives a detailed explanation of the different types of service charges that Frontier may bill customers. One of those charges is a $disconnection order processing fee that is billed out when a customer calls in to cancel their Broadband Internet serviceFrontier advises that the $Residential Broadband Processing Fee is a valid charge for when customers disconnect their internet service, as stated in the Terms of Service.Frontier spoke with Mr*** on November 16, and advised him of the above statementsWe 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.First, please find attached my payment history showing that my average bill was $116, excluding the last bill, which was incorrectSecond, please find attached the screenshot of the ONE and ONLY time that Frontier contacted me, which was yesterday, December 28, at 2:47PMKevin, Frontier's Executive Management was who the voicemail was fromI responded to the voicemail this morning, December 29,2016, and left a message at 9:11AMI called a second time at 10:01AMI can provide screenshots, if necessary.Again, my package was changed on November without a meeting of the minds and, therefore, my package/bill should never have been changed to $My cable should be credited considering I was not receiving the entire cable package in which I was contracted for after November I have attached my call history showing the numerous phone calls I made to Frontier in an attempt to resolve the channel issuesIt was not until after Novthat I decided to cancel my services I would like my standard $bill to be discounted starting from November 15, 2016, when I first lost some channels
Regards,
*** ***

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 Frontier over charged us for the packaged that they agreed upon. We would like to have
services and bill corrected Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on February 10, and explained that Frontier has provided credits and adjustments to correct services and the monthly recurring charges. Ms*** understands charges and when the discounts will expire. Ms*** is satisfied with this resolution. 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’s Technical
Supervisor and Engineering Manager have advised that the main cable has been
raised.This was completed on
10/19/15.The Technical Supervisor
left Mr*** his contact information for
any future
questions or concerns
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

Good Afternoon,This issue has been resolved. Frontier has issued total credit for the customer's account. Credits appeared on the August bill. I tried to reach the customer to advise but was unsuccessful. I did provide my direct number so the customer could return my call if
needed.Thank You,Serena J***

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: He signed up for service on July 16, add would receive telephone, internet and service for four televisions for a set
amountHe received his bill and it was not the amount agreed upon Frontier has investigated the above statements and offers the following response: Frontier has reviewed the account and has determined the quote he was given was not accurateFrontier is honoring the said quote with discounts to be added or a manual credit each month to honor quoteFrontier has spoken to Mr*** and he understands and accepts the resolution 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