Frontier Communications Corp.

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is partially accepted.I have reached out to MsH [redacted] (the phone number provided is an answering machine only, as there is not a direct line)(###-###-####Unfortunately due to work I have been unable to speak with her directly thus far, but continue to leave messages at this number.My cable box & DVR equipment have been delivered and correctly installed after separate renditions of boxes were delivered to my house & after ~15hrs of work over the telephone with multiple technical support members over the past weeks.As for the billing issue, I was never offered the option of choosing a 2-year agreement to lower my bill by an additional $20, and would gladly accept this compromise (the change of service/price being the primary motivator in my dispute) "The customer is in a month to month agreement that does not allow for any additional discounts If the customer were to choose a year agreement an additional $discount that would reduce the monthly recurring charge to $123.97."If my service remains at it's current level: 75/FIOS Internet, Ultimate HD Package w/ DVR, STARZ/ENCORE and the bill is the above offered $123.97, I will gladly accept this for the next year agreement term, and thank Frontier for their service.Thank you for continuing to work with me to resolve this important matter Regards, [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 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] ***

Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention.The Complaint states that when the she spoke to a representative to cancel her father’s account because he had passed awayThe representative wouldn’t explain the final bill to her She did not feel compassion during this difficult time.Frontier has investigated the above statements and offers the following responseThe bill was reviewed and explainedShe now has a direct contact to Frontier who will be more than willing to address any future concerns We have apologized for any stress this may have caused.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 review We appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she called Frontier to request that her service be cancelled effective November 14, 2017, but was told that the service has to remain active until the bill cycle end date of November 29, Ms [redacted] advises that her service needs to be cancelled and have her invoice pro-rated to reflect the billing end date as November 14, 2017, since she no longer resides at the service address, and the new residents need to set up their own serviceFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] has pre-paid for her services and is eligible to continue receiving service through the end of her billing cycle, November 29, Ms [redacted] can always stop the disconnection if she changes her mind Frontier spoke with Ms [redacted] on November 27, She confirmed that the new residents at the address have been using the service, since they can’t get their own service established until the existing service gets cancelled on November 29, Ms [redacted] was advised that the new residents can set up new service under their name after her service is disconnected We 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

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] 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

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

Frontier CommunicationsThank you for referring the complaint of [redacted] & [redacted] to our office for reviewWe appreciate Mr& Mrs [redacted] bringing this matter to our attention.The Complaint states that:Mr& Mrs [redacted] state that internet speed is too slow and has been for the past years.Mr& Mrs [redacted] state that they are unable to cancel Frontier internet due to a ‘Monopoly’.Frontier has investigated the above statements and offers the following response:Frontier shows that due to congestion, speeds throttle down with heavy use in the area.Relief date is unknown at this time.All upgrade area have been scheduled through the end of the year.Frontier should know what areas will be upgraded in the timeframe will be available to view in February 2017.In the past months there are only trouble tickets: June 12th / repaired June 13th June 14th / repaired June 15th June 24th / same day repairFrontier does not and cannot have a Monopoly in any area we service.Any company choosing to provide internet may offer it in any Frontier service area.If there are no other providers it is due to other companies choosing not to.Frontier has provided a one month internet credit for $for their recent problems they had been having.Credit will appear on the September 20, billing statement.Mr& Mrs [redacted] have disconnected their internet service with Frontier.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr& Mrs [redacted] has experienced as a result of the above matter.Frontier Specialist: Rebecca N [redacted] Department: Executive Consumer Email: [redacted] Relations

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] ***

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 [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

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

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11632607, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I'm not fully satisfied with thatWhen I had called and spoken to the supervisor Al over the promised credit from the associate Luke, he was not only rude and laughed in my face but told me that he wouldn't help meHe said he wasn't going to issue that credit and admitted that sometimes associates promise credits that wont give and that's what happenedThat's advertisement ! I was told if I stayed with there company and because I wasn't irate and understanding that this was there thank you and they would issue the credit especially since I have to call in every month over a messed up billAfter words I spoke to another rep after all to see if they reviewed the calls to hear what was promised and she said they didn't review the calls with luke who I requested but they reviewed the calls with AL and that's why I was being deniedI then asked they review ALL THREE conversations with LUKE and I never got a responseThey trying to act like it didn't happenI wouldn't be fighting for something so hard that wasn't promisedEven after all of this mess just recently I had to call in again because they still were charging me for services I never authorized the services they were charging me for and I have asked to be removed on numerous occasionsThe representative said the amount of time I have had to call in to fix issues that should have been taken care of but haven't because of negligence is absolutely unbelievable and she couldn't belive the lack of care in her companyI have been nothing but fair in all of this and the fact that they just want to promise things to there customers to keep them as customers is disgusting as a companyA lot of my work is online and because of there negligence I lost out of wages for workI was fully content in cancelling there provider to go somewhere else because I felt like it was difficulty on there part they weren't connecting meFRONTIER and LUKE were the ones to convince me to stay and wait all that timeThey dropped the ball , not meThey lied not me! that's not fair or right at all! Regards, [redacted]

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]

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: Mr [redacted] stated he has been issued a Canadian IP address despite being located in the Dallas area.Mr [redacted] stated he can’t access certain websiteFrontier has investigated the above statements and offers the following response:Frontier has investigated Mr [redacted] issue with the IP issues and found this is a 3rd party database issue that Frontier has no control.Frontier records also found that Ms [redacted] IP address is registered as a US addressFrontier records reflects that we have issued a onetime courtesy credit of $toward Mr [redacted] ’s accountFrontier representative have contacted Mr [redacted] and explained what steps have been taken and this is not a Frontier issue.Mr [redacted] is not happy with the outcomeWe 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.Frontier Specialist: Tocoma K Department: General ManagerTelephone Number: ###-###-#### Fax Number: ###-###-####

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:MsRamos advises that she contacted Frontier for new services on January 31, 2018; however, she did not receive the modem until February 7, Ms [redacted] advises that at that time she discovered that the modems work off a phone jack which she does not have at her locationMs [redacted] states that she contacted Frontier to cancel her services and was advised she would be responsible for one month of service which she has not been able to useFrontier has investigated the above statements and offers the following response:Frontier advises that the Internet service provided to Ms [redacted] does connect to a phone jack in order to get the serviceFrontier advise Ms [redacted] that a jack could be installed for her and the fee associated with the installation of a jackFrontier records show that Ms [redacted] declined.Frontier advises that all products have a one-month minimum billing; however, Frontier advises that an adjustment in the amount of $has been applied to MsRamos’ account.Frontier confirms that the account is closed and there is no balance due to Frontier.Frontier spoke to contact Ms [redacted] on February 13, to review this information with herWe 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

Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] states she had a repair work order on hold for six months This unsolved repair order prevented her from getting another repair ticket created Ms [redacted] states she was on hold for over fifty four minutes with technical support trying to resolve her issues Ms [redacted] also states she was transferred four times and placed on hold repeatedly Ms [redacted] advises she is paying for Internet service up to mbps and currently receiving a download speed of mbps and an upload speed of mbpsFrontier has investigated the above statements and offers the following response:Ms [redacted] had a Frontier technician dispatched to her residence on April 29, who resolved her Internet service issue Ms [redacted] is now satisfied and states her Internet speed is much faster Frontiers policy is to issue an out of service credit for any time a customer is without his or her Frontier service Ms [redacted] was issued a two month credit for the Internet service problems she experienced Ms [redacted] has accepted the credit of $Frontier apologizes for the long hold times when calling to report her concerns Frontier does offer a call back service in an effort to reduce customer’s hold times This call back service allows Frontier’s customers to receive a call back at their convenience Ms [redacted] was also given a direct contact to Frontier if she has any other future concernsWe 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