Frontier Communications Corp.

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 has billing discrepancyFrontier has investigated the above statements and offers the
following response: Frontier spoke to Ms*** *** on behalf of Mr*** on October 13, 2017. Frontier explained that we corrected the billing and issued adjustmentMr*** and Ms*** are satisfied with 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

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 Toby *** to our office for reviewWe appreciate you bringing this matter to our attention
The Complaint states that:
• Mr*** payments were not being applied to his account
Frontier has investigated the above statements and offers the
following response:
• Our records indicate, it was determined the formerly Verizon customers were supposed to change their autopay to match Frontier’s account number, in order for payments to apply to the correct accountUnfortunately, this did not happen with Mr*** account, causing payment to continue to apply to Verizon account
• After further review due to Mr*** multiple attempts to rectify the problem, issue has been resolved
• We do no not have a valid phone number to reach customer
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced because of the above matter

Thank you for referring the complaint of *** D *** to our office for reviewWe appreciate *** D *** bringing this matter to our attention. The Complaint states that: Mr*** advises that Frontier Communications is charging them an early termination fee
even though they have been customers since Frontier has investigated the above statements and offers the following response: Frontier advises that there was no early termination fee charged to the account and we have also credited the account for time out of service.Frontier spoke with Mr*** on 10/25/and he understands the balanceMr*** has direct contact information for future concernsWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** D *** has experienced as a result of the above matter

Frontier Communications 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 was quoted $which was cheaper than Verizon pricingHe had an upgrade done and delivery of some equipment and caused Mr*** to miss workMr*** already had the necessary equipmentMr*** reports he called times during the course of months to correct his billing mattersMr*** states he cancelled services and has a balance of $260.86. Mr*** is disputing this balance Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Mr*** and another representative has been able to zero out his balance by giving a $credit to his account for MrLansaw’s experience.Mr*** is appreciative and is satisfied with this resolution

Frontier Communications Thank you for referring the complaint of *** *** to our office for reviewWe
appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** advised that he wanted to be removed from our electronic mailing listing and was thrown into a continuous loop to removeMr*** advised he wanted to remove HBO and was told he couldn’t due to removing additional credits given from Verizon. He also advises Frontier took out a double payment which Frontier should have refunded to him, but he had to call his credit card company to cancelMr*** was charged a late payment fee he would like to be credited based on Frontier took out a double paymentFrontier has investigated the above statements and offers the following response: A Frontier Customer Service Representative has contacted Mr*** and he advised that Frontier has not sent any more electronic mail to him in the last two weeks.Mr*** received a total credit of $27.85, and had HBO removed keeping intact his discounts from VerizonMr*** is satisfied with this 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 Specialist: Gabriela C*** Department: Consumer Relations Telephone Number: ###-###-#### Ext2611 Fax Number: ###-###-####

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

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

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Ms*** states that she was quoted one price for her internet however was not receiving bundle price
Frontier has investigated the above
statements and offers the following response:After review of Ms***’s account, Frontier records show that the customer was quoted incorrect for the price of her internet in error.Frontier advises that we have agreed to issue a courtesy credit of $to cover the difference customer was miss quoted.Please allow 1-bill cycles for the credit to reflect on the customer’s billing statementFrontier representative has made several attempts to reach Ms*** and was unsuccessfulWe 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: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: *** states since conversion, the service never worked and want the account closed without paying any Termination Fees Frontier has investigated the above statements and offers the following response: Frontier reached out to the customer and informed *** that we issued an adjustment of $which was the amount of the April 13th statement and that if she get charged any Termination Fees, they would be waived 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 made contact with internal promotions department to conclude that Miss *** was emailed an Amazon Gift Card code on 01/29/to the Frontier email address on the accountTo ensure Miss ***'s reciept of
the gift card Frontier resent the $Amazon Gift Card code to the email address listed on complaint.Frontier spoke with Miss *** and confirmed the Gift Card was recieved.Miss *** presented no further concernsWe regret any inconvenience that *** *** may have experienced as a result of the above matter

Frontier Communications Thank you for referring the complaint rebuttal of *** *** to our office for reviewWe appreciate her bringing this
matter to our attention. The Complaint states that: Ms*** agreed to upgrade her internet services on August 11, At that time she was advised there would be no installation chargeHer first bill included an installation fee of $Ms*** has contacted Frontier several times to correct the issue Frontier has investigated the above statements and offers the following response: Ms*** initially ordered services on July 23, 2016. She later upgraded the internet speed with agent Ramona on August 11, 2016. She was advised at that time the installation would be at no chargeMs*** was charged the $installation charge in error on the September 1, bill statement. Frontier has issued a full credit for the $as of October 17, 2016, plus late fees of $This will be reflected on the November 11, billFrontier contacted Ms*** by telephone on October 17, and verified the credits had been applied 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 Specialist: Brian M*** Department: 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 *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms*** states she has been without telephone service for three weeks Frontier has investigated the above statements
and offers the following response: Frontier spoke to Ms*** on May 5, and she confirmed the service is now working, per the technician a neighbor down from her cut the drop line while digging a hole for a new mailboxFrontier has issued a credit on Ms*** account in the amount of $for the issues she has experienced 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 review The Complaint states that: Mrs*** advises that Frontier is not fixing her service issues Frontier has investigated the above statements and offers the following response: Frontier attempted
to contact Mrs*** on 10/3/16, 10/5/16, and 10/10/and have had no return call.Frontier sent a letter detailing direct contact info for her concerns. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** has experienced as a result of the above matter

Frontier advises October 8, Mr*** placed a service order for telephone and high speed internet up to 7mbps and Frontier activated services effective October 11, Mr*** was advised monthly fees would be $plus taxes and surcharges and one-time non-recurring charges would be $for the modem and $delivery feeFrontier received a chat request from Mr*** November 20, requesting to disconnect service however was advised he would need to speak with another department and Mr*** advised he didn’t have the time and would contact againFrontier advises the account was suspended for non-payment November 30, and has since been completely disconnectedFrontier has issued discretionary credits rerating the bill to one month of services and one-time non-recurring charges leaving balance owing $Frontier’s position on this matter has not changed

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 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,
*** ***

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***

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