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 would like Frontier to honor price offeredFrontier has investigated the above statements
and offers the following response: Frontier spoke to Mr*** on December 15, and explained that we have provided a Twelve Month credit. Frontier explained we have set follow up to ensure bill accuracyWe 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 *** Frontier's explanation is not accurate but with that said I had assistance from the Texas Attorney General's
office to finally get this issue resolved It is extremely disappointing that it took that route to finally get them to correct their multiple errors
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*** advises that he is not receiving the promotional price that was quoted to him by Frontier. Frontier has
investigated the above statements and offers the following response:Frontier investigated Mr***’s account and has determined that there was an error in his promotionFrontier advises that Mr*** terminated his services with Frontier on August 9, Frontier issued an adjustment to Mr***’s account in the amount of $for the billing errorsFrontier also issued an adjustment in the amount of $for the early termination fee that billed in errorThe balance remaining on Mr***’s account is $to cover the time he had service with Frontier from July 20, to August 9, 2016.Frontier advises that several attempts were made to contact Mr*** regarding his complaint.Frontier left messages for Mr*** but received no response.Frontier sent Mr*** a letter apologizing for any inconvenience that this has caused him providing him with direct contact information if he has further questions. 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's position remains the same

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*** indicates that Frontier has changed his address without his knowledgeFrontier has investigated the above statements and offers the following response: Frontier advises that an order was issued to change the name on Mr***’s account and an agent error placed an incorrect address on the accountFrontier spoke to Mr*** on May 9, 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

Frontier advises that the correct price for the main line package Mr*** subscribes to that includes Unlimited domestic 1+ "Voice" long distance on the main line plus taxes and surcharges is $per month plus taxes and surcharges through August 16, 2019.Frontier advises main line billing
was missing promotional credits due to an isolated order error that has been corrected and the account was credited.Frontier advises Mr*** also subscribes to a basic second line for $per month with basic Frontier Simple long distance at $per month at per minute before taxes and surcharges.Frontier attempted to reach Mr*** to advise of the above but was unsuccessfulFrontier did leave a message that provided direct contact information We 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

After further review, our records indicate Mrs*** was quoted $before taxes and surchargesMrs*** was also notified that the earliest she would be able to downgrade would be September Any changes to services at this time would generate an early termination fee of $1071.71.The
rate Mrs*** is referring to is not available in her areaWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** has experienced because 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*** advises that he was told he would receive NFL Redzone for signing up with FrontierHe had the channel on September 11th but
he following week, he did not have the serviceWhen he contacted Frontier, he was advised he would need to upgrade his package to receive the NFL Redzone.• Mr*** states that his billing has been wrong since he started the service and has had to call each month to correct it. • Mr*** is requesting that he is provided what was agreed to or to cancel without an early termination fee (ETF).Frontier has investigated the above statements and offers the following response:• Account review of the transcript of the call that generated the installation order found that the NFL Redzone was not discussed. o Frontier provided a Free Preview of the NFL Redzone on September 11th, 2016. o NFL Redzone is not offered in Mr***’s Prime TV program package but is available in the Ultimate TV program package which would require an upgrade of his TV packageNFL RedZone is not offered on an ala carte basis.• Frontier records show that Mr***’s account was missing promotional discounts in error. o Frontier records show the discount for the bundle was added on 6/14/and discounts for the DVR and HBO were added on 8/25/16. o Account review shows all credits have been issued to cover the billing errors. o Mr***’s September statement shows all applicable promotions are now being discounted and billing includes the latest credits issued since 8/25/16.• Frontier advises that due to accepting the Amazon Prime subscription and Amazon gift card for signing up with Frontier, Mr*** must retain his Frontier service for years to avoid an ETF 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.Sincerely,Executive Customer RelationsFrontier Communications

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: *** had a transfer order scheduled for 6/and tech did not come to complete the order
Frontier has investigated the above statements and offers the following response: Frontier dispatched a tech to the site on June 11th and connected service for the customer.Gave customer credit for month of 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

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 she has had Frontier service for a year. When she connected the service it took three weeks for Frontier to connect the service and then she received her first bill in the amount of $300. This is not what she was quotedMs*** states that she has had ongoing issues with slow internet speeds and frequent disconnects since she connected the service a year ago. She has had a tech out once a week and the issue is still not resolved Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that Ms*** first invoice dated December 1, was in the amount of $306.68. A Frontier representative applied credit to Ms*** account in the amount of $on January 16, for the billing error Frontier’s investigation found that Ms*** location is over 18,feet from the nearest Frontier facilities. Due to this distance, the fastest Internet speed that Frontier can provide at this location is as fast as Mbps. Frontier advises that the available Internet speed depends on the distance from Frontier’s closest facilities. Frontier also advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time A Frontier representative spoke with Ms*** to advise and offered Satellite Broadband as an alternativeMs*** refused the satellite broadband at this time and has a direct contact number for a Frontier representative

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*** advises that he has been charged for unauthorized third-party vendor services on his Frontier bill. Frontier has
investigated the above statements and offers the following response:Frontier’s policy is to credit the amount of the unauthorized charge and advise the customer of the ability to block future third party chargesMr***’s Frontier account has been disconnected as of August 22, 2016.Frontier reviewed Mr***’s Frontier account and provided a total credit of $for the third party charges and the taxes involved on the September 1, bill cycle.Frontier spoke with Mr*** on September 20, and advised the above information.Mr*** is satisfied. 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 find that this resolution is satisfactory to me.
This acceptance comes with a caveat, howeverIt was explained to me by the representative that the complaint/ticket needed to be closed due to time constraintsIt was understood by Frontier that the problem of internet issues still exists and that Frontier will continue to actively pursue measures to correct the problem(s)I accepted this proposal in good faith that the problem(s) will be worked on until they are resolvedHowever, if this turns out not to be the case, I will initiate a new, separate case in the future. Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this
matter to our attention. The Complaint states that: She canceled her service order with Frontier and is owed an $set up feeFrontier has investigated the above statements and offers the following response: Ms*** placed an order for service and was required to pay a $deposit.A refund for $was refunded on August 24th. 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
The company has been making the same response for the past month and a half They keep saying the check is in the mail And it hasn't come yet for me to accept this response, and then not get the result that they have promised over and over and over is NOT EFFECTIVE I want the check mailed FEDEX, overnight, so that I will know that THIS time they will actually do it I have Twitter responses and emails from them in the past saying they would send me my refund, but like I said, it NEVER COMES

10-4-Frontier left the customer a voicemail for the customer advising that we are closing the account and with an effective date of 6-17-2016. The account was issued two $credits; one on 6-30-and on 8-18- The closing statement will generated on 10-7-
We provided the customer with a contact number should she have any questions

Thank you for referring the complaint of ***l *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that when she requested installation of a second internet line in September 2016, she was
told by Frontier that since there were no ports available, the second internet line could not be installed. Ms*** advises that she noticed a $charge on her Frontier bill for the second line that should not have been installed, and that Frontier needs to credit her for every month that she was billed for that second line, going back to September Ms*** advises that Frontier has only credited her an amount of $for the second internet line, which would only cover months, and that she needs to be credited for the additional months in which she was billed for that second lineFrontier has investigated the above statements and offers the following response: Frontier advises that the second internet line showed usage, so it did get installed in September 2016, and internet service was being provisioned on that line, up until she requested that it be removed from her account on June 16, 2017. Frontier spoke with Ms*** on July 6, 2017. She was advised that the credit for the months of service for the second internet line was issued as a courtesy. She was also advised that no further credit can be issued, since the $per month charge for the second line is valid and service was being provisioned on that line up until June 16, 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 this matter being brought to our attention Frontier has investigated the above statements and offers the following response: Our records indicate that the customer’s concerns were previously
addressedThe Fios bundle components are the following: Fios Digital Voice $30.00, Fios internet 100/$5.00, and Fios TV Ultimate HD $for a total bundle rate of $(plus taxes, surcharges, equipment, optional and additional services)Promotional credits totaling bring the bundle rate to $(plus taxes, surcharges, equipment, optional and additional services)The bundle rate is correctOn August 04, a Frontier representative attempted to speak with Mr*** however; the representative was unable to leave a messageThe representative emailed the customer requesting a convenient time to discuss his concerns We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that the customer may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive 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.There was no offer Lisa from Frontier called and at the time I was busy and could not put my hands on our "Pin" number to review our account I have that information now and have placed another call in to Lisa to see if a resolution can be reached The only resolution that is satisfactory to me is for Frontier to clear my account for the contract we never assumed and the maintain they had with the former owner
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] We purchased the assets of *** *** *** on June 30, The former owners apparently had a verbal contract with Frontier, which we were not aware of We did not assume any of the liabilities of the former owner as stated in our purchase agreement dated 6-31- We later changed phone services (in part because of an constant buzz in the background of the business phone line that we could not resolve after several attempts.) The contract with the former owner was never assigned to us nor did we agree to any contract with Frontier verbally or in writing We have paid all of our phone bills up until the time of cancellation Frontier continues to bill us for the balance on the contract they say they had with the former owner and has turned our account over to a collection agency We want the collection efforts to stop I we can't solve this issue through the Revdex.com, we will pursue legal action We pay our bills promptly each month, but do not believe we should pay for services we never agreed to nor received
Regards,
*** ***

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 she was offered service for $per month, but her bills have not reflected this amountMs*** states she was also offered a rate of $per month to retain her services Ms*** states she was over billed on her first two bills and credits promised were denied Frontier has investigated the above statements and offers the following response: Ms***’s first and second statements were missing promotional discounts Manual credits have been issued to correct both billing statements.Ms***’s bundle pricing of $and $are misquotes.Ms***’s current bundle is billing correctly at $per month 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: Carla P*** Department: 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: Mr*** states he requested move of his services in May but it was not movedMr***
states he has been receiving billing for the services Frontier has investigated the above statements and offers the following response: Frontier advises the move order was not processed and billing has been corrected to reflect that.Frontier advises a credit was also applied to customers account back to May 23, 2016, along with a courtesy credit for the delayMr*** balance due is $ that covers April to May 23, 2016Frontier spoke with Mr*** on September 20, and discussed the above. 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