Frontier Communications Corp.

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*** advises that she contacted Frontier customer service to adjust the monthly rate on her account with
no changes and with a new two-year rate.Ms*** advises that she received the return boxes for the equipment two days later and called and was assured all was taken care of.Ms*** advises that on February 2, there were several channels on her television that were no longer working and she had the same television package Frontier has investigated the above statements and offers the following response: Frontier investigated and advises that Ms*** has the same services and package that she had prior to the change.Frontier investigated and found that when the order was placed a system issue happened and some of the channels where dropped out of the package Ms*** subscribed to in error.Frontier spoke with Ms*** on March 2, and she was advised that all her channels should be working. Frontier has not heard back from her since that date.Frontier advises that credit has been applied to Ms***’s account for the issues that she experienced and she has direct contact information. 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 her bringing this
matter to our attention The Complaint states that: Ms.*** states that the service was cancelled on May 16,when she was not able to get a tech out to their home for a service call for at least daysMs.*** states she is being billed for services after she disconnected her service and was told that she would receive a credits of $and $ Ms.*** wants credit on the account and all negative information pulled from the three credit reporting agencyFrontier has investigated the above statements and offers the following response: Frontier reviewed the account and we do not show any notes or orders placed to disconnect the service on May 16,2016Frontier shows the service being disconnected on August 8,2016Frontier shows a repair ticket created on May 05,which was cancelled but that is just for a repair ticket.Frontier reviewed the two credits which were pending review and there is no notes or order number to support that the service was to be cancelled on May 16,2016, the credits were denied.Frontier called and left a messages to review the case 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 advises that Internet service speeds are based upon many factors, including but not limited to how many devices the household is using at one time and WiFI network interferenceFrontier advises actual Internet speeds may vary, and any speed advertised is not a guaranteeMr*** is
subscribing to the FiOS Internet 50/Mbps and has been receiving to MbpsFrontier states a one-time courtesy credit in the amount of $has been credited to Mr*** account due to the long hold times he has experienced each time he has had to call Frontier We trust that this information will assist you in closing this complaint. We regret any inconvenience that Wade *** may have 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*** states that he was told there would be no installation fees when he ordered new service from Frontier
Frontier has investigated the above statements and offers the following response:Frontier advises that there was an error on the account which caused Mr*** to be billed for install feesFrontier advises that an adjustment in the amount of $was applied to Mr***’ account and will be reflected on his next statement.Frontier spoke with Mr*** on October 26, to review this information with him. 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 her bringing this
matter to our attention The Complaint states that: Ms*** was advised by a technician that if she was moved to a different remote she would be able to receive a faster speed of Internet Frontier has investigated the above statements and offers the following response: Frontier has placed an order for Ms*** to upgrade her services on March 10, 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
I did call them in June twice in July august twice in september, october, november and twice in DecemberThe representatives I spoke to were extremely rude and disrespectful to my situation and especially the last one DESIREEI told her several times that both my parents were deceased and in the end she stated that I am not even authorized to close their account and I told her I have power of attorney for them and how are they suppose to call for disconnection when they are deceasedShe stated she would not process the disconnection notice until I sent a copy of the power of attorney to herI had no problem disconnecting all other utilities and services except from them and they gave me nothing but problemsI had to wait on hoid over minutes each time I called because they don't allow disconnection over the internetMost of the times my call ended up being disconnected somehow(This is a TELEPHONE SERVICE)I feel I should warn everyone not to sign up for their service they are unprofessional and money hungryI asked for a correct final bill by 12/31/and they never provided me one and now the checking account for the estate is closed
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*** is upset with Frontier’s advertising. Each month her bill goes higher and higher with
hidden fees and taxes. Ms*** wants to cancel if this is going to continueThen she was told she was under contract and would have to pay an early termination fee if she were to cancel. Ms*** is very upset by all of thisFrontier has investigated the above statements and offers the following response: Frontier pulled the original call and listened to it she was told her package would be $plus $for her extra television box plus her taxes and surcharges.Frontier has reviewed the account and found Ms*** is not under contract she is free to choose another provider at any time without a penalty of an early termination fee. Frontier has issued a credit for a billing error on the first bill that Ms*** had. Frontier also will issue a $credit to Ms***’s bill for 12months for all of the issues she has had. Frontier spoke with Ms*** on January 18, and she is satisfiedWe 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 *** L *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** reports he has called times attempting to get the internet installedFrontier has investigated the
above statements and offers the following response: Frontier dispatched a technician to perform a full installation on 10/30/2017.Frontier contacted Mr*** on 11/1/to confirmed satisfaction.Frontier applied a $courtesy credit and waived the shipping and handling fees as a one-time courtesy.Frontier provided direct contact information should he require further assistanceWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr*** may have experienced as a result of the above matter

The Complaint states that:
Mr
*** advises that he is owed a credit of $He has attempted to
resolve with Customer Service on several occasions and the credit has not
been processed
Frontier has investigated the above
statements and
offers the following response:
Frontier advises that after
review, the credit of $has been applied to the customer’s accountFrontier attempted to reach
Mr*** but was unsuccessfulProvided direct contact information and
advised via voicemail that the credit has been applied

Per Frontier records, Mr*** currently bills $79.99/FIOS 50/Data - $25/Discount = $monthly. The price was changed to $on February 3, with order # ***. The following adjustments have been made to his account due to the data service not billing the correct
rate: $108.25, $97.43, $and $ I was unable to reach Mr*** for discussionI will be more than happy to speak with Mr*** at his earliest convenience. I can be reached at *** *** *** ext ***. Thank you! Case closed. Shabrenia W*** Executive Customer Relations/GM Specialist

The Complaint states that: Mr*** experienced TV service issues during the transition from Verizon to FrontierFrontier has investigated the above statements and offers the following response: Frontier dispatched a tech to the site on May 31, and replaced Frontier
equipment. Mrs*** confirmed the service is restoredThe account was provided an out of service credit of $280.13. The customer is satisfied and has been provided my direct contact information for future issues

Frontier's system incorrectly recognized that service could be provided to this locationFrontier has attempted to contact customer and she was not availableFrontier continues to make contact with the customer to advise

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 he signed up for an advertised price of $each for phone and internet services. Mr*** advises he received his first bill at a higher rateMr*** states he feels frontier is falsely advertising our ratesFrontier has investigated the above statements and offers the following response: Frontier has investigated Mr***’s complaint and advises the advertised price on our website is for FiOS Internet service for $with a qualifying voice planFrontier advises the phone and internet package cost is $per month plus taxes and surchargesFrontier advises the phone and internet package breaks down in cost of $for phone service with features and unlimited long distance and Internet service 25/fios for $19.99.Frontier advises there has been a onetime $adjustment placed on Mr***’s account for the misunderstanding and has advised him of the correct monthly pricing going forward. Frontier spoke with Mr*** on April 28, to advise of the above informationWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr*** 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 find that this resolution is satisfactory to me.
Regards,
*** ***
Thank you so much for you help they told me that my first bill would be 165and there after so I excepted the offerI spoke to Christain thanks again for your help and support Amen

Thank you for referring the complaint of
*** *** to our office for reviewWe appreciate your bringing this
matter to our attention.The complaint states that:The customer has not received the $Amazon Gift Card Frontier has investigated the above
statements and offers the following
response:The gift card is delivered in the form of an electronic gift code that the customer receives via e-mail from Frontier. Once the customer pays their initial bill (after accepting the promotion) they will receive their gift claim e-mail days after the service order posts.A Frontier representative has contacted Mr*** but has been unable to confirm where we are in the fulfillment process to proceedThe customer has been provided with direct contact information to provide additional details as it relates to this complaintWe
trust that this information will assist you in closing this complaint.Thank you,Amara H.Executive Customer Relations Specialist

The Complaint states that: Ms*** advises that upon cancelling her Frontier service on September 22, 2017, she was advised that she would have to pay her complete bill cycle which extends beyond the cancellation dateMs*** also advises that she would have a termination
feeFrontier has investigated the above statements and offers the following response: Frontier advises that we have done a thorough audit of Ms***’s accountErrors were found when the customer’s contract was renewed, and therefore we have removed the Early Termination Fee associated with her cancellation.Frontier advises that per Frontier’s Terms of Service, your bill is generated in advance, and a customer is pre paying for their servicesUpon cancellation of a product or service, a customer does not receive prorated creditMs*** is welcome to continue to use her service through the end of her bill cycle if she so chooses.Frontier advises that we spoke to Ms*** on August 29, and advised of the above

The Complaint states that: Ms*** advises that she ordered her service in the beginning of March, and as of the date of complaint has not received her modemFrontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience
this issue has caused Ms***.Frontier advises that we have issued credit for time out of service through March 23, We have also credited the Equipment Delivery and Handling feeMs*** will see this credit in her next bill cycleFrontier advises that despite our best efforts we were unable to reach Ms*** to advise of the aboveDirect contact information was provided

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mrs*** *** advises when she set up her services with Frontier she was told her bill would
never be over $a monthMrs*** advises her first bill reflected an amount due of This is $more than the bill should beMrs*** advises part of the cost was for a BHRQuantum Gateway Rental FeeMs*** advises she was told this was included in the and there would be no taxes since it was internet only. Frontier has investigated the above statements and offers the following response: Frontier apologizes for the miscommunicationThere is a promotion for a month for Simply FIOS 100/100MHowever, the promotion for no router charge is differentThe customers are required to order the speed of 150/150M Data or higherFrontier has spoken with Mr& Mrs*** and explained the billFrontier has issued adjustments, and came to a compromiseThis problem has been resolved We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

Frontier has investigated the above statements and offers the following response: Frontier advises an isolated service order error prevented the order from being completed.Frontier has corrected the error and successfully completed the transfer of service November 30, Frontier issued
discretionary missed commitment credits and days credit for time Ms*** was not able to use.Frontier spoke with Ms*** December 5, and advised of the above We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** may have 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: Mr*** indicates that the internet access is sporadicFrontier has investigated the above statements and offers the following response: Frontier advises a Frontier representative has attempted to contact Mr*** on three (3) separate occasions since October 22, Frontier also advises as of October 28, 2016, Frontier has not received any type of response back from Mr***Frontier states a letter was sent for Mr*** to contact Frontier regarding his complaintWe 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