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*** had an Internet outage and was promised a credit and never received itMs*** would like a credit of $to cover data costs when Frontiers Internet was out Frontier has investigated the above statements and offers the following response: Frontier will only issue credits for services charged that you did not receiveFrontier has credited one month credit of $for Internet service 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 has reviewed Mr***’s account and found on August 22, an order was placed to disconnect service effective August 29th. However it was found that the service should have been disconnected at the end of the bill cycle which was August 26th Frontier has applied credits
totaling $for service dated August 27th through September 26th. Mr***’s account now reflects a final balance due of $for service dated July 27th through August 26th Frontier apologizes for the inconvenience caused to the customer

The Complaint states that: Ms *** stated she opened an internet account and found she was unable to receive the serviceShe cancelled the service and was told the billing would be fixedShe later received a letter from a collection agencyFrontier has investigated the above statements and
offers the following response: Frontier found that Ms*** did not have properly working internet and sent a repair technician to the premiseThe technician indicated she would not be able to get consistently working internet at her locationMs*** was credited $61.18, which brought the balance on the account to zeroFrontier sent notification to the collection agency regarding the status of the account

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Ms*** advises that over the past two months she has had no service or very poor service with both Internet and
telephone. The poor service involves dial tone with static and therefore she cannot understand phone callers. The Internet either does not work or works very slowly with inadequate ability to get to websites. Ms*** took her computer to a repair business and was advised that there was nothing wrong and the problem is most likely the router or Frontier. Ms*** advises that she is also getting billed for directory assist calls and is not making them and she is getting visits from the Police who say that Eis called from her telephone number and they are not making the calls. Ms*** advises that she has been given credit for the directory assist calls, however Ms*** was advised that she could not ask for charges to be dropped too many times as there is a limit. Ms*** advises that she has paid for two different billings instead of arguing. Ms*** advises that she has waited on service people several times in the last two months to fix the issues and no one has called or came to her home. Ms*** advises that her first thought is to switch to a different provider, however, her billing statement shows that she is locked into a contract until 2018. Ms*** advises that she did not know anything about a contract and feel this is fraudulent. Frontier has investigated the above statements and offers the following response: Frontier advises that a repair technician went out in August, and replaced bad equipment on the line that makes the Internet work. Frontier advises that in September, that a repair technician repaired a crossed line in the central office. Frontier advises that in November, a repair technician repaired a short out on the line. Frontier advises that a repair technician was out on November 14, and checked the network interface box on the outside of the home and it was working and while he was talking with Ms*** she did not know that she needed filters on all jacks being used. The repair technician toned the jack and separated the dial tone from the Internet and installed a splitter and filters on the telephones. Frontier advises that we spoke with Ms*** and her service is working and is satisfied with the resolution and she has a direct contact number should she need anything further. A credit has been issued in the amount of $and will appear on her next bill statement which includes directory assist charges. Frontier advises that Ms*** is on a two year automatic renew contract which was set up in and has fulfilled the original two year contract so the early termination fee could be waived 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

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

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*** is being billed for equipment returned to FrontierMs*** is requesting credit for the returned equipmentFrontier has investigated the above statements and offers the following response: Ms***’s was billed an un-returned equipment fee on her December 2, statement.The charges remained on her January and February statements.Frontier has confirmed the return of the equipment and has since manually checked the equipment in as received.A March 2, stated will be generated to reflect credit and her balance will be brought to zeroWe 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: Customer has an 800$ long distance bill, but is on an unlimited long distance phone plan Frontier has investigated
the above statements and offers the following response: After careful review frontier has found that the customer was indeed billed in error, all long distance charges have been credited back to the customer and the customer now has a personal contact at frontier should he need anything in the future. 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 has investigated the above statements and offers the following response: Frontier advises that Mr*** was not charged a termination feeMr***’s internet service was removed but the change will not display on the statement until Mr***’s January 16, 2016.Frontier reflects
that Mr*** will not be charged a termination fee.A $processing fee will reflect on the January statementThis is applied to all consumers who remove the internetMr*** should anticipate to receive prorated credits on his statement dated January 16, for the removal of the internet in the middle of a billing cycle 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

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: Mr** indicates that he was told that a Frontier technician could install services, but when Mr** called in again
to confirm a due date he was told that because of the speed of the internet he could do a self-installSo he cancelled the services and went back to his old providerMr** received a bill for services dating September 9, through September 21, 2016, which he had never had the services set up Frontier has investigated the above statements and offers the following response: Frontier verified that the internet was installed on September 9, to the outside of the premises only Frontier advises a credit in total of $was added to Mr**’s account on October 9, Frontier confirms Mr**’s account balance is now reflecting a zero ($0.00) balance Frontier states Mr**’s account has been disconnected as of September 21, A Frontier Representative contacted Mr** via email on October 18, and advised of the resolution 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

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

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

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
Regards,
*** ***
They state that no inside Jack work was agreed uponHowever, the tech chose that jack himself without checking to see if it worked firstHe plugged the equiptment in and assumed it was all set to goThere are plenty of jacks in this building that work just fineIf he were to actually test the connection before he left, he would have noticed it wasn’t workingWhen he left, he told my landlord that we were all hooked up and ready to goWhen my computer programmer showed up to hook up the computers, he said that we have no WiFiSo I called Frontier to explain that we needed a tech to come back out and figure out the issueAt that time, we spent well over minutes on the phone with Frontier because they couldn’t even find our informationThey even went as far as to ask if we are sure we had Frontier come out and do the workAt that time they said that we are not Frontier customersTo make things even worse, we signed up for Internet/WiFi and phoneThey did nothing here to set up a phone lineThey even offered to sign us up to have someone come out and hook up new service! We made it very clear that we would be going somewhere else to get our WiFi and phone serviceThe frontier rep said that we are not customers and will not receive a first bill because of thatSo we called Charter and they came out, with no issues at all, and got us up and runningI do not feel that paying them the remaining $is fair when they literally hooked nothing up for usIf the tech would have mentioned the jack issue, myself or my landlord would have told him to hook it into a different area that actually worksThe Texh decided not to do anything except say “you are all hooked up and ready to go” and leftThis has been one big mess with the first tech, the techs on the phone, the customer service people and now the office of the president at FrontierWe spoke to one customer service person who was greatHe completely understood my frustration and completely wiped our balance due and apologized for all of the issuesHowever, we received a bill the following month and had to call back only to get a very nasty woman who explained to us that the guy was not able to do what he did and she was reversing it and sending it to an investigationShe also threatened “fraud” against us when I told her that we were never given an account number when we first called to set up the serviceThis is getting beyond insane at this pointBut I am going to continue to fight this out of principalWe were warned about Frontier before we called themI wish we would have listened to the warnings.*** ***
*** *** *** *** ***

The Complaint states that:Ms*** states that she is not getting Mbps Internet speed and will be calling Frontier to cancel her services Frontier has investigated the above statements and offers the following response:Frontier advises that an order was placed to disconnect Ms***’s service on July 31, 2017.Frontier spoke with Ms*** on August 8, 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

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 experienced a delay in the transfer of his Frontier Internet service. Frontier
has investigated the above statements and offers the following response:Frontier advises that an order was placed to transfer Mr***’s services on September 6, Frontier advises that the order was completed on September 12, 2016.Frontier issued an adjustment in the amount of $for the delay in transferring his Frontier servicesFrontier also issued an adjustment in the amount of $for the loss of Mr***s Internet service due to the delay in transferring the service.Frontier spoke with Mr*** on September 16, to advise him of the adjustmentsHe confirmed that his services were functioning properly and was satisfied with the adjustments. 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 has reviewed the account of Mr*** and can confirm that service was restored on April 26, 2016.A Frontier representative contacted the customer and confirmed services are working.Frontier has issued an out of service adjustment in the amount of $that will appear on the next
billing statement

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
FFREONTIER DID NOT LIVE UP TO THEIR PROGRAM AGREEMENT. I WAS OFFERED THE PROGRAM FOR MONTH WHICH NEVER HAPPENED. THE LAST BILL WAS FOR 182.00. IT DOSNT MAKE SENSE BECAUSE THE PREVIOUS BILL WAS 108.00 THE VARIABLE PRICING IS THE PROBLEM. THEY DID NOT PRESENT THE DISCOUNTS THAT WERE PROMISED AND THEY BILLED YOU AT A HIGHER COST TN=HEN OFFERED. YOU HAD TO CALL AND AGRUE WITH THEM TO GET THE PROMISED DISCOUNTS, BUT NEVER THE RIGHT AMOUNT.
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
There was a technician at my residence in July, he did have access to my house, found several issues with the lines coming in and "fixed" themThis included cutting off an extra line that was unused that was coming into my residenceI was home for this, and was the one who provided access so Frontiers response about July is completely Regarding this visit that I had with Frontier at my residence on 11/9/I was informed that a tech was supposed to contact me day prior to them coming to my houseI never received a phone call and I happened to be home when I saw a frontier van pull in my drivewayNot only did the service tech get welcomed into my house, she also replaced the entry box to the line coming into my home because she said that that box was completely corpses and was likely causing my issuesSo again, frontier has no communication skills with their clients or between departments.
Regards,
*** ***

Thank you for referring the complaint of *** *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** from *** *** *** is disputing part of her early termination
fee and would like it credited Frontier has investigated the above statements and offers the following response: Frontier reviewed the contact on July when Ms*** contacted Frontier In the conversation the Frontier representative advised she was not certain what her early termination fee would be, however she would have someone from the Frontier retention team contact her backFrontier reached out to Ms*** and she did confirm that she did not wait to for someone to contact her back from Frontier, and started the process to take the numbers over to another providerFrontier does show the request was submitted on July 7, to remove the servicesFrontier did offer Ms*** a credit to her account as a courtesyWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that *** *** from *** *** *** has experienced as a result of the above matter

Frontier CommunicationsThank 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*** *** states that he cancelled his service June 6, 2016, yet is being billed for
the period 6-June when he was not receiving service.Mr*** says he could not get his billing concerns resolved.Frontier has investigated
the above statements and offers the following response:Frontier advises that we spoke with Mr*** *** on July 27, and reviewed his billWe confirmed with Mr*** that all credit had been applied and remaining charges reflect on his July 22, bill statementWe trust that this
information will assist you in closing this complaint. We apologize for any inconvenience that MrSteven
*** has experienced due to the above matter.Frontier
Specialist: Bridget G*** Department:
Executive Relations