Frontier Communications Corp.

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] indicates that Frontier did not provide a refund in a timely mannerFrontier has investigated the above statements and offers the following response: Frontier’s refund policy is to issue a check within 2-bill cyclesThis time period is required to ensure all outstanding charges or credits are posted to the closed account Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the accountFrontier found that there was a credit placed on the account on July 12, for a movie that was never purchasedThis account activity delayed the refund processMr [redacted] will have a check mailed to him no later than October 28th, We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that:Ms [redacted] advises she wrote a letter to Frontier’s headquarters in an attempt to cancel her mother’s ( [redacted] ) Frontier service as of April 1, Ms [redacted] states her mother is now in a nursing home and therefore no longer needs the service Ms [redacted] states the service was not cancelled as she requested and is disputing the balanceFrontier has investigated the above statements and offers the following response: Frontier investigated Ms [redacted] ’s Frontier account Frontier apologizes for any inconvenience this may have caused Ms [redacted] Frontier is not authorized to cancel service through a letter by mail and requires verbal consent for the cancellation of service Frontier contacted Ms [redacted] on June 2, and obtained permission to cancel the Frontier service for [redacted] Frontier also advised Ms [redacted] we will credit the account back April 1, as she previously requested by mail Frontier advised Ms [redacted] there is no balance owed to Frontier and in fact a refund check will be generated due to an over payment Frontier advised the Frontier check will be sent to [redacted] confirmed billing address and will arrive within billing cycles (days).Ms [redacted] is aware of the above and is satisfied with this resolutionMs [redacted] has a direct contact (Charline T [redacted] ###-###-####) for any future concernsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] 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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] I have not contacted Frontier and will try after weekend but I am satisfied with the outcome but will never give frontier any more business than the internet and phone Thank you Revdex.com for your help [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI was given ten business days for the refund to arrive at my residenceIf this does not happen I will be filling another complaint with the Revdex.com Regards, [redacted] ***

Mr [redacted] reported his Internet service not working on 4-12-On 4-18-the service was restored.Frontier has issued a credit that Mr [redacted] will see on his next statement

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that the records supported the statements made regarding the request for account disconnection.Frontier has issued an adjustment to the account, resulting in a zero balance Frontier has spoken with Ms [redacted] who confirmed that she would like the account to be disconnected at this timeFrontier has issued an order to disconnect the accountFrontier advises that as the account was not written off and was not reported to creditFrontier spoke with Ms [redacted] in regards to the above We regret any inconvenience that [redacted] may have experienced as a result of the above matter

The Complaint states that: Mr [redacted] states that he has been trying to get his bill corrected since April Mr [redacted] also states he needs his phone service restored due to operating a home based businessFrontier has investigated the above statements and offers the following response: Frontier states that a representative attempted to reach Mr [redacted] on November 02, with no response.Frontier states that an email was also sent to [redacted] with contact information for a Frontier representativeFrontier also states that a representative reviewed Mr [redacted] ’ account and that he has been trying to remove a balance due from a disconnected account in his name, at his address that was transferred to his current account.Frontier also states that a credit adjustment was posted to the above mentioned account on October 21, to offset the charges that were transferred from ###-###-####.3.Frontier also states that Mr [redacted] ’ current balance due is $and services have been restored

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that when she started services with Frontier in July 2016, she was promised a monthly rate of no more than $120, and her first bill of $was much higher than what it should have beenShe also advises that a respresentative promised a higher internet speed on her bundle package at the same price but the next bill only showed a one month credit for the upgraded internet speedMs [redacted] advises that credits would be applied to her December bill and to only pay $120, but then the January bill came out to $ Frontier has investigated the above statements and offers the following response: On January 12, 2017, Frontier spoke with [redacted] , the fiancé of Ms [redacted] and an authorized user on the accountFrontier explained to Mr [redacted] that the first bill was high due to proration and an installation which, which has since been credited In addition, all of the appropriate discounts were not reflected in his bundle price On January 13, 2017, Frontier wrote up an order to correct the pricing and apply the correct discounts, which would bring the monthly rate to $and after tax would come to around the $– range.Frontier advises that the January bill has a carryover balance from the previous month of $on it, which has since been credited due to the fact that the customer was instructed to pay less that what should have been paidFrontier spoke with Mr [redacted] on January 16, 2017, who advised that he would like to cancel Frontier television service and keep only Frontier internet, at a price of $per month If Frontier cannot match that price, then customer will cancel all services On January 17, 2017, Frontier sent an email and left a voice mail message for Mr [redacted] and advised the customer that the lowest price available for internet service is $ After another voice mail message was left for Mr [redacted] on January 18, 2017, the customer has not responded with his final decision as to whether he wants to keep his existing services, downgrade to internet only, or cancel all services We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] and Mr [redacted] have experienced as a result of the above matter

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he has billing discrepancyFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on February 12, and explained promotion expired on December 29, Frontier advised that we have issued and adjustment and have reactivated Loyalty credit.Frontier has set a follow up to ensure bill accuracyWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] P [redacted] to our office for review The Complaint states that: Mrs [redacted] advises that Frontier has over charged her Frontier has investigated the above statements and offers the following response: Frontier advises that Mrs [redacted] had cancelled before her term was over and that resulted in early termination fees.Frontier has approved a credit for $for Mrs [redacted] .Frontier spoke with Mrs [redacted] on 11/5/and confirmed that she understands her credit and the balance.Mrs [redacted] has direct contact information for further concernsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] P [redacted] has experienced as a result of the above matter

The Complaint states that: Mr [redacted] states he had a two year contract with Verizon for Fios 50/for $per month through August 17, His billing increased by $and would like pricing honored Frontier has investigated the above statements and offers the following response: Frontier advises that a consultant has spoken with Mr [redacted] and corrected the account to honor $price pointMr [redacted] also requested during conversion a new term with Frontier for lower price point.Frontier advises that in addition to correction of $offer and additional $off per month will be provided to ensure $pricing through original termThis was provided at discretion of the consultant Frontier advises that a one-time credit of $was posted to account for correction of previous billingWe trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: [redacted] advises that Frontier would not release her telephone number to another providerFrontier has investigated the above statements and offers the following response:Account noted show on July 11, Mrs [redacted] spoke with a Frontier representative requsting to cancel the disconnect orderRecords show service order [redacted] received July and completed July 25, porting the service to another providerWe trust that this information will assist you in closing this complaintWe regret any inconvenience that [redacted] may have experienced as a result of the above matter.Frontier Specialist: Amy Buchanan Department: Consumer Relations Telephone Number: [redacted] xt [redacted] Fax Number: ###-###-####

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] requested a speed upgrade and was quoted a $price reduction, but he had an increase of $on the subsequent statement Mr [redacted] also states that he was quoted a $credit and was told to make a partial fee, because he was informed that Frontier would restore his previous plan Mr [redacted] further states that Frontier reported is closed account to credit agencies.Frontier has investigated the above statements and offers the following response:Mr [redacted] did upgrade to a higher internet speed and the subsequent statement included prorated charges and a higher monthly recurring rate The $adjustment was denied upon review, because a service order to downgrade was written with retroactive prorated credits that posted to the next bill Frontier did report his account to credit agencies months and days after the account was disconnected with an outstanding balance We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.Frontier Specialist: Rebecca N [redacted] Department: Executive Consumer Relations

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I haven't received any call from Level supportI still experience same issueProblem is not resolved yet Regards, [redacted]

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: [redacted] disputing early termination fee for $She states she had a two-year contract for $per month for the first two years and that was from to and that was it [redacted] wants the early termination fee removed since she states she did not authorize itFrontier has investigated the above statements and offers the following response: Frontier spoke to [redacted] on January 11, and informed her that she was on auto-renew which meant when her original promotion ended it renewed again for another two years and would continue to renew unless she stopped itFrontier had no way to pull records from to prove she did not authorize auto-renew so Frontier credited the $early termination fee.Frontier spoke to [redacted] January 19, and informed her the credit was applied for the early termination fee and she is satisfiedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that she has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he ordered services with Frontier; however, he never received the Internet modemMr [redacted] advises that he was billed for services he couldn’t use Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] ’s new service order was completed on September 1, for telephone and Internet serviceFrontier advise that the Internet modem was shipped by Frontier on September 4, to the Mr [redacted] ’s physical address and scheduled for a delivery date of September 7, Frontier advises that UPS confirms the delivery was completed on September 26, Frontier advises that an adjustment in the amount of $was applied to Mr [redacted] ’s account to cover no Internet service from September 1, to September 26, Frontier advises that the telephone service does not require the Internet modem to workFrontier advises that there is no credit due on the telephone serviceFrontier advises that Mr [redacted] contacted Frontier on November 6, to cancel his Frontier services; however, the order was dated out to the end of Mr [redacted] ’s billing cycle date of November 30, Frontier advises that an adjustment in the amount of $was issued to credit the telephone and Internet services from November 6, to November 30, Frontier advises that the remaining balance due is $Frontier spoke with Mr [redacted] to review this information with himWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] 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 [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below On 4/5/I called Frontier to once again inquire about my account, the past due balance, and why it was never closed I spoke with Tricia in customer service, who couldn't verify or confirm anything regarding my account She said she would transfer me to "Internal Billing Dept" to see about getting the charges refunded She transferred me to Bailey, in "Collections Dept" Bailey said she didn't know why I was transferred to her department, but would transfer me yet again I then spoke with Monica in "Internal Billing Dept" I explained everything regarding my account issues and problems She claimed she would back-date the cancel date to January 5, and that she would have to contact another department to verify that the charges could be reversed and the account balance would be zero She said it will take hours to take effect I asked her what her extension number is so I can contact her to follow-up She stated that she did not have a direct line, and would be calling me back the next day to confirm everything she claimed would happen actually did I have an audio recording of the entire minute conversation I did receive a voicemail from her on 4/5/at 2:PM, stating that everything was in process and would be complete the next day (4/6/17) She left no contact information I received one voicemail from Felicia on 4/5/6:PM, and she acknowledged that she received the complaint and could be reached at 844-320-x111- A second voicemail was received from 800-921-on 4/6/12:28PM and was a one minute blank message.It is now Friday, 4/7/17, and my account still shows a past due balance of $ I have not heard back from Felicia after leaving her a voicemail yesterday 4/6/ Regards, [redacted]

Complaint Number: * Customer Name: [redacted] Phone:* Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention.The Complaint states that: [redacted] states that he has had poor service with the on demand and wireless connections Issue Frontier has investigated the above statements and offers the following response:Frontier has issued a one time credit as a courtesy for the internet issue of $[redacted] has called in and requested to disconnect serviceFrontier has requested a return label kit for the equipment to be returned.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that:Ms [redacted] advises she has not been able to view movies that were purchased through Frontier’s On Demand service Ms [redacted] is requesting credit of $to cover the loss of purchased content Frontier has investigated the above statements and offers the following response:Frontier advises that an order was placed to cancel her service under ###-###-#### establish new service at a new location under account ###-###-#### on July 26, Frontier advises that due to the disconnect of the old service any purchased content is not able to be restoredFrontier records show that there were movies purchased back to September for a total amount of $An adjustment in the amount of $was applied on September 5, Frontier advises that an additional adjustment has been applied to Ms [redacted] ’s account in the amount of $and will be reflected on the next statementFrontier advises that several attempts were made to contact Ms [redacted] to discuss this issue further but was unsuccessful speaking to further.Frontier has mailed Ms [redacted] a letter with direct contact information if she needs any further assistanceWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] 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 [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The response given by Frontier communications does not satisfy our complaintFrontier communications has not taken responsibility for installing sub-par internet service, even after their own installation technicians stated that the service was not adequate for a businessFurther, Frontier management agreed to end the contract early and waive early termination fees, and now they will not honor that agreementThese dishonest tactics to strong-arm people to do business with them are a terrible way to do business.Frontier does not offer business-class internet service at our locationThey should not have installed this sub-par internet service...and their own technicians stated that fact when they installed itAlso, they should not make agreements over the phone, and then refuse to honor themThe technicians that installed the service stated that the service would likely not satisfy a business.FRONTIER COMMUNICATIONS RESPONSE DOES NOT SATISFY OUR COMPLAINT Regards, [redacted] ***