Frontier Communications Corp.

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*** states he noticed a charge on his credit card From Frontier in September of in the amount of $2.99,
then $ Mr*** does not have any knowledge of authorizing any service from Frontier • Mr*** states his wife contacted Frontier who had no record of any account since when they disconnected the landline. • Mr*** wants the services removed and credit for charges billed. Frontier has investigated the above statements and offers the following response:• Frontier does provide Internet security products to non-Frontier or out of franchise customers which are billed directly to a credit card These services are sold by Frontier as well as by other third parties; including many consumers’ own Internet providers who have provided Frontier with the appropriate billing credit card information Mr*** is currently being billed on his credit card for a Premium technical support product • Mr*** does not have an active telephone or Internet account with Frontier Communications which is why the Frontier agent was unable to locate any billing of this charge when Ms*** called • Mr*** needs to contact the Frontier secure credit card billing department directly at ###-###-#### to discontinue any service he has not authorized and request a refund The account is listed under MrStreibel’s telephone number but can also be found with his name or zipcode.We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter.Sincerely,Frontier Executive 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
IN RESPONSE TO THE BLOCK ON PURCHASES, or any blocks, WE WERE NOT AWARE ON HOW TO DO THISTHAT IS WHY WE RELIED ON THE HELP OF CUSTOMER SERVICE the customer service people we dealt with did not explain to us how to do blocks nor did we get anything written on how to do this ALSO FRONTIER DID CALL AND WE SPOKE TO THEM
Regards,*** ***###-###-####??###-###-####
*** ***

Frontier Communications 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*** advises he had confirmed that service was available at the address he was wanting to get Frontier servicesMr*** advises that Frontier never showed for appointment and no one returned his call. Frontier has investigated the above statements and offers the following response: Frontier investigation found and order was written and on due date, technician found that Frontier Internet service was not available at the addressFrontier reached out to Mr*** on July 1, and left voice message to advise that order would be cancelled. Frontier was spea*** to Mr*** on October 26, and call was lost. Frontier believes that Mr***’s cell phone went dead, and therefore called back and left direct contact information. Frontier left another voice message on November 3, and has no response from Mr*** 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*** states she has a billing discrepancy with Frontier. Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms*** on June 14, and advised her pricing is the current new customer pricingFrontier has committed to add a $discount for months on the account. 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** states that she had a poor customer service experience with FrontierFrontier has investigated the
above statements and offers the following response: Frontier spoke with Ms*** on October 25, and thanked her for providing feedback on her experience. Frontier advises that this will be handled internally as a coaching opportunity for our agents 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 Glad the did the more correct thing and if they want this to be their policy - then they need to make sure it is understood up front about additional shutoff datesThank you
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 Frontier is not honoring a verbal price quote of $for InternetMr*** states he
requested a refund for the $installation charge since he is an existing customerFrontier has investigated the above statements and offers the following response: Review of the Frontier records show Mr*** is paying $which is the correct rate for stand-alone FiOS internet. Mr*** is in this instance receiving an additional credit of $for months. Frontier does offer a price point of $for copper internet as a bundle with phone serviceFrontier records show Mr*** was charged an upgrade fee of $which is a valid charge however, in this instance this was credited on 02/20/which reflected on the 03/04/statement. We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter Sincerely, Frontier Customer Relations

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*** states that Frontier missed appointments to install internet serviceMs*** states that she inquired
about an Amazon Prime promotion Frontier has investigated the above statements and offers the following response: Frontier records show that the internet connection order was completed on 05/19/Frontier made several attempts to contact Ms*** to discuss the order and any promotions but was unable to reach herDirect contact information was left on Ms***’s voicemail to return the call but Frontier never received a response 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 Sincerely, Frontier Customer Relations

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*** is disputing unreturned equipment charges in the amount of $ for return in January
Frontier has investigated the above statements and offers the following response: Frontier advises on April 2, bill cycled showing the $ unreturned equipment charges credited to a zero balance.Frontier spoke with Ms*** on April 4, 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

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 thinks they can bill you a month in advance for service that you are no longer using and then refuse to prorate itYou will not be paid for your final bill so good luck.
Regards,
*** ***

Frontier advises that a review of the order to establish service found that the consultant did not add the Amazon Gift Card promotion. An order has been placed to add the promotion on the account and a request was submitted to expedite the electronic gift code to the customer. An email
was sent to the customer today, November 11th, which includes electronic gift code Contact was made with Mr*** on November 11th to advise of the above. Mr*** was advised that he would receive an email today with the Amazon gift card code

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 billed incorrectly on his Frontier account
Frontier has investigated the above statements and offers the following response:
• Research shows service order *** completed August 27, installing service
• Records show Mr*** chose FiOS Preferred HD TV, Simply FiOS 50/data, Quantum gateway Router $9.99, HD Set Top Box, multi room DVR for $This excludes promotional discounts and applicable taxes and surcharges
• Account notes show on September 22, Mrs*** states she was advised the installation fee was $but was billed $
• On 09/22/a credit of $was issued for the price difference for quoted install chargeThis reflects on bill date October 3,
• In addition, Mrs*** advised Frontier on September 22, that her husband was quoted $for FiOs TV and internet
• Account research failed to locate any documentation to support Mr*** being quoted the rate of $
• On September 22, Mrs*** was advised that a $bill credit would be applied to the account for months for the incorrect information she was provided, in addition Starz free for months
• Records show on October 13, service order completed establishing FiOS 50/data only
• As a one-time courtesy a credit of $was applied on January 31, This is for the rate difference between bill date $and the quoted $This will reflect in one to two bill cycles
• Research determined no payments have been made to the accountAt this time Mr*** has a balance payable and due of $At this time all warranted credits have been applied
• No additional information was provided by Mrs*** to warrant a change in Frontier’s decision
A Frontier representative left Mrs*** a detailed message regarding this issueWe trust that this information will assist you in closing this complaintWe regret any inconvenience that *** *** may have experienced as a result of the above matter
Frontier Specialist: Amy B*** Department: Consumer Relations

Frontier has investigated the above statements and offers the following response:• Frontier records indicate the services were installed on June 16, 2017. • Ms***’s services did not work until a repair was completed on June 30, 2017. • Frontier has issued the proper out of service
adjustments along with a missed commitment adjustment. • Frontier attempted to contact Ms***, but was only able to leave a detailed voicemail messageThe assigned Frontier Consultant provided their direct contact information for any additional questions or future concerns We regret any inconvenience that *** *** may have experienced as a result of the above matter Frontier Specialist: Tina W*** Department: Consumer Relations

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*** is disputing final bill after disconnect request October 26, Frontier has
investigated the above statements and offers the following response: Frontier advises we have credited Mr*** account to leave balance due for services thru October 26, of $ 53.29.Frontier spoke with Mr*** on December 28, 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Customer has not had an account with FrontierCanceled services prior to conversion to Frontier
Communications Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and sees where the customer canceled services prior to conversion from VerizonPlaced in appropriate credits in the amount of 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 him bringing
this matter to our attention The Complaint states that: Mr*** states he is experiencing very poor quality of service and Frontier advised he would be charged an early termination fee of $if he disconnects the serviceFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that Mr*** service was disconnected on February 22, and there was an early termination fee in the amount of $175.84.A Frontier representative applied a one-time courtesy credit to Mr***’s account in the amount of $on March 9, Frontier called Mr*** on March 13, to adviseWe 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 CommunicationsThank you for referring the complaint of *** ***
to our office for reviewWe appreciate you bringing this matter to our
attentionThe Complaint states that: Ms*** states her account is paid in full and would like her credit report corrected.She also states
the she did not receive her Amazon gift card that was promisedFrontier has investigated the above statements and offers
the following response: Frontier records indicate the account for Ms*** has a balance of $for bill of service through 11/1/Frontier advises the first bill statement also was not paid on time, and account carried a past due balance through first billOur records indicate the payment for the first bill was due on 8/25/A partial payment was received 9/10/which makes her ineligible for the Amazon gift cardFrontier attempted to reach Ms*** to advise of the above information but was unsuccessfulDetailed voice messages were left with the above information along with a direct contact number should she have additional concernsWe trust that this information will assist you in closing
this complaint. We apologize for any inconvenience the customer has
experienced as a result of the above matterFrontier Specialist: Ben
M*** Department: Customer Relations

Rebuttal Statement-This is an unacceptable response I feel as though frontier is not even looking at the notes that are on the account both bad checks were paid in fullEvery single customer service representative and manager cannot get their story straight and yes I was promised a payment arrangement which was not honored by frontier I have the list of every single person I have spoken to and we have done everything that we were supposed to do and ask you to buy front tier communications but yet they will not fix their mistakeI asked to be called my phone and no one seems to want to even respond to us or even listen to usI asked to be call by phone and no one seems to want to even respond to us or even listen to usI want a phone call and I want this fixed because we have fixed everything we were supposed to do and asked to do by frontierWhat is the next step? Frontier has investigated the above statements and offers the following response: Deposit of $has been applied to the account and credits were issued on the billing statement dated August 1, 2017.Balance of $must be paid before new service will be established. A deposit may be necessary to set up the new accountA call was made to Ms*** and a message left on August 4, 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 Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises he was out of service for a week during Hurricane IrmaFrontier has investigated
the above statements and offers the following response: Frontier reviewed Mr*** account and determined that a service outage was not reported after Hurricane Irma for Mr*** account.Frontier advises that a good will credit has been issued on Mr***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