Frontier Communications Corp.

Frontier CommunicationsThank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to
our attentionThe Complaint states that: Mr*** states that he received his July statement billing for services that he has not used
or requested the vacation discount to be removed fromMr*** has requested all services to be terminated and to not be billed for services that he is not usingMr*** states he was told that the services cannot be terminated until August 21, Frontier has investigated the above statements and offers
the following response: Frontier has reviewed the account and found that the account had exhausted the maximum of nine months of vacation discountServices started billing on July 14, Frontier advised that due to policy, services are closed effective with the last date of the current bill cycle, which in this case, is August 21, Frontier has decided that due to the circumstances in which customer does not reside in the state of the connected services, we will manually credit service charges from July 14, through August 21, 2017, once the final bill generates on August 22, Frontier called and spoke to Mr*** to advise, and set up a follow up call once adjustments have been madeAlso, customer has been advised that he can return equipment at his earliest convenience. 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 matterFrontier Specialist: Erinn F*Department: Customer Relations

Frontier Communications 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*** indicates that Frontier improperly charged him an early termination feeFrontier has investigated the above statements and offers the following response: Mr***’s account was automatically renewed on July 25, Frontier offers this automatic renewal service as a courtesy in order to allow our customers to continue to receive monthly credits and discountsFrontier lists the contract dates and the automatic renewal policy on each monthly invoiceFrontier will not be waiving the early termination fee since Mr*** canceled his service with Frontier on January 2, Frontier has attempted to contact Mr*** by telephone, but has not been able to reach himFrontier has sent an email to Mr*** today with all of the information aboveWe will also be sending a call me letter in the mail todayWe 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. Frontier Specialist: Tami Lee Department: Telephone Number: ###-###-#### Ext *** Fax Number: 1***

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*** is disputing the early termination fee that was billed to Frontier when he canceled his services Frontier has investigated the above statements and offers the following response: Frontier investigated Mr***’s account and advises that Mr*** agreed to a year commitment which provided him monthly discounts on his Frontier business account. Frontier advises that Mr*** is responsible for the early termination fees.Frontier spoke with Mr*** on March 27, 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

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate her for bringing this matter to our attention. The Complaint states that:Mrs*** states she requested her service be moved to her new location and it was not installed but she
is continuing to be billed at her old location Frontier has investigated the above statements and offers the following response:Frontier spoke to Mrs*** on November 3, and advised the bill has been credited to a zero balance, and a request has been sent to remove from credit. 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

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
This person has tried calling three times on two different days I wasn't able to answer due to work I have called back twice and waiting to hear back from them today Multiple attempts isn't a fair word....they need to give time to call back
Regards,
*** ***

The last week of April 2016, I called Frontier to have my account placed on vacation hold, instead they continued to bill me at the monthly rate of $for the months of May, June and July The account was set up for auto pay, and I expected them to realize the error and credit my account
On 8/16/I called Frontier Customer Service to resolve the over billing, and took my account off of auto payI subsequently have had conversations with customer service on 11/12/16, 11/19/16, 11/23/16, 12/5/16, 12/15/16, 1/16/17, 2/16/17, 3/13/17, and 3/15/each time being told that they realize it's their error and promising to credit my account $Even though I was expecting a credit to my account, in good faith I paid the Novcharge of $62.18, and the Deccharge of $During my telephone conversation with Austin, a Frontier Communication customer service SUPERVISOR on 3/15/17, he "promised" to resolve the issue, and to call me back within the next to daysSince that promised had already been made and broken several times already, I told him that if I didn't hear from him I would be submitting complaints with the FCC and Revdex.com, which I have now doneI appreciate your help in resolving this issue

Revdex.com:
I have received resolution from the businessI no longer need to hold this complaint
Regards,
*** ***

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

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

Frontier has investigated the above statements and offers the following response: Mr*** was receiving a promotional discount in the amount of $from February until February This promotion was only good for a year and is no longer availableAt this time Frontier does have
a promotional discount available in the amount of $for one year with a termination penaltyA Frontier consultant has been in direct contact with Mr*** and advised the $promotional discount is no longer availableAs a courtesy Frontier will adjust the March 28th statement in the amount of $Mr*** request to take his Frontier telephone number to a different provider so his account has been placed on month to month billing with no promotionsTherefore, when the number is ported out his account will not be subjected to early termination fees We regret any inconvenience that Mr*** 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 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

Frontier has investigated the above statements and offers the following response: Frontier advises that the process for a Frontier account closure and refund is days.Frontier advises that the funds were processed on December 10, and sent to *** on December 12, 2016. *** can
take 14-business days for processing and dispersing the funds to a customerFrontier advises that Mr*** can contact *** via phone with contact number: ***. 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 *** *** bringing this matter to our attention The Complaint states that: Mr*** advises he paid a $deposit to Verizon in February Frontier has investigated the
above statements and offers the following response: Account research shows a payment investigation was opened in November However the ticket was closed referring the customer to Verizon billingIn order for a new payment investigation to be opened the customer will need to provide proof of payment for the $deposit. A Frontier representative attempted unsuccessfully to reach Mr***A contact letter was sent on February 23, 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 Nicholas *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention
The Complaint states that:
• Mr*** states that Frontier missed two previous due dates for a service installation orderMr*** recently
requested a due date expedite on the latest installation date provided of September 26, 2017, but was only given a one-day due date expedite of September 25, Mr*** requests that his new service installation due date to be expedited to September 18,
Frontier has investigated the above statements and offers the following response:
• Frontier records indicate that on September 15, 2017, the service installation order was expedited from September 26, to September 25, and that no sooner due dates were available
• Frontier records indicate that the service installation order was completed on September 25,
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

Frontier Communications Thank you for referring the complaint of *** *** to our office for review
We appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** would like to receive a refund check in place of the Citibank Prepaid Debit card she received as a refund owed by Frontier Communications Frontier has investigated the above statements and offers the following response: Frontier’s refund policy for payments below $5, and greater than $500, are issued via Wirecard Check.All other refunds are issued as Wirecard Prepaid Visa Card.Included with the Wirecard Prepaid Visa Card, are instructions on how to request a funds transfer to bank accounts as well as request a refund check.On October 18, 2017, an email was sent to Ms*** referring her directly to Citibank, along with the information needed for the above processWe 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: Carla P*** Department: Customer Relations

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*** advised she was billed for service after her account was closedFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms*** on January 16, 2017, and reviewed account.Frontier found due to a system error Ms***’s account was billed incorrectlyFrontier issued credits for $and corrected her final balance to $48.28.Frontier advised a corrected billing will not be generated until billing cycle of February 2, 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 Revdex.com bringing this matter to our attention. The Complaint states that: Ms*** is disputing a $ late fee after she paid her bill on timeFrontier has investigated
the above statements and offers the following response: Frontier advises Ms*** did not pay the full bill amount and in turn was billed a $late feeThis is the third month this has occurredFrontier credited the first two late fees at $ each.Frontier advises Ms*** is aware the full balance of the bill needs to be paid to not incur any late feesThe September late fee is valid.Frontier spoke with Ms*** on September 18, and advised of 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

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

Frontier has investigated the above statements and offers the following response: Ms*** escalated as she has experienced three missed commitments on her transfer orderMs*** stated that she has contacted customer service several times and did not gain a resolution.Frontier
reviewed the transfer order (***) and found that it was written incorrectly.Frontier deactivated the transfer order (***) and placed a new transfer order (***).Frontier confirmed that the services were successfully transferred on 12/20/17.Frontier, per tariff, applied a billing adjustment for the miss commitments Ms*** accrued due to the initial transfer order (***) being placed incorrectly.Frontier has adjusted for the service outage experienced during the transfer of services. We regret any inconvenience that Ms*** may have 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