Frontier Communications Corp.

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr *** bringing this matter to our attention The Complaint states that: His installation appointment was missed by Frontier and is rescheduled for 7/ Frontier has investigated the
above statements and offers the following response: Frontier has moved Mr *** installation to 6/and advised him of the changeFrontier has also opened an escalation, if any appointments become open between now and the 16th Frontier will notify Mr *** and complete the installation if he is available. I have provided Mr *** my contact information in case he needs further assistance with this issue 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

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

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,
*** ***

Frontier CommunicationsThank you for referring the complaint of Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention.The Rebuttal states that:Mr*** never
agreed to a contract.He is
disputing the early termination fee.Frontier has investigated the above statements and offers the
following response:Frontier apologizes for any inconvenience this may have causedWe continue to explore options to ensure a consistently positive service experience for our customers and apologize for the inconvenienceOn October 23, we have applied a credit of $for the early termination fee due to the acceptance by Mr*** of a re-bundle only, no contract term agreementPlease allow thirty to sixty days to receive processed Billing credit to reflect on a future Closing Statement.Any remaining account credit will be refunded within ninety days.We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Mr*** *** has experienced because of the
above matter.Frontier
Specialist: Bridget G*** Department: Executive
Relations

Thank you for referring the complaint of *** W*** to our office for reviewWe appreciate him bringing this matter to our attention. The complaint states that: Mr*** advises that he signed up using Frontier’s on line order process for new Internet, telephone and Dish
network services for the price of $a month and was given a new telephone number instead of porting in his current telephone numberMr*** advises that a new port in order was placed to get his current telephone number working and took two weeks to complete. Internet was not working for another week and then received two bill statements for both telephone numbers and was billed incorrectly.Mr*** advises that he was to get a military discount, and was denied. He was not advised that he needed to fill out paperwork to get it applied to his account. Frontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s monthly charge is $plus taxes for his Internet and telephone. Dish network monthly charge is $a month.Frontier advises that the Military discount was added to the account on September 6, for a $a month credit off his billFrontier advises that a total credit in the amount of $has been applied between the two bill statements. As of December 31, the bill statements have zero balances.Frontier has made several attempts to reach Mr***, unfortunately, our attempts have been unsuccessful. Frontier has mailed a letter with a point of contact should Mr*** need further assistance with his complaint. We apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Missed installation due date Frontier has investigated the above statements and offers the
following response: Frontier Communications out to technician supervisor; John R***, on 7/1/to escalate the set due date on the order of 7/6/Technician Supervisor John R*** responded back and included California Dispatch EscalationsMr*** was able to be installed on 7/5/Emailed Mr*** on 7/5/in the morning to advise that the due date of his installation had been escalated over the long, 3-day, holiday weekendField Technician, RA*** Jrinstalled Mr*** on 7/5/Mr*** advised on 7/5/that service is up and running 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

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*** states that after the transition from Verizon to Frontier the service, quality and customer care of his cable
line diminished greatly.Mr*** further states that he paid an early termination fee to cancel his contractFrontier has investigated the above statements and offers the following response: Frontier has investigated Mr***’s claim and does not find any evidence that there have been any reports of a service outage on his accountFrontier advises that an adjustment was given to Mr*** for his Early Termination charge on January 6, This adjustment can be found on his March 2, statementAfter speaking with Mr*** on March 23, 2017, an additional adjustment in the amount of $was applied and a refund check in the amount of $has been processed on March 28, The refund check will be received in 7-business daysFrontier spoke with Mr*** on March 23, he is satisfied with the adjustments made to his account 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

Thank you for referring the rebuttal of Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Rebuttal states that: Mr*** advises that Frontier doesn’t have Internet service available to his location, however within a mile from his home Frontier offers DSL and FIOS services to the customers in this area. Approximately years ago a service manager walked around this area surveying potential customers to see if they would be interested in the services if Frontier was able to expand. Many people responded they would sign up if it were to be available, still nothing. Mr*** would like to know if and when this will be available to him and his neighbors Frontier has investigated the above statements and offers the following response: Frontier is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans to offer service in Mr***’sneighborhood at this time. Frontier is continuing to use Connect America Fund (“CAF”) Funding in the most effective way to reach as many customers as possible. CAF is a six-year program ending in 2020, and at this time CAF funding is not being allocated to expand areas that don’t already have service but to give better service to homes that are already qualified to get the service. There are not any plans for this area in the next two years to make any changesFrontier advised Mr*** of this information on April 11, Frontier stands by the information that has already been provided to Mr***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

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 Frontier has sent her account in the amount of $to collections and this account was only created due to an error on Frontier’s end with disconnecting her service seventeen days earlyFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that an order was issued to disconnect Ms***’s service, under account number ###-###-####, days prior to the date Ms*** requested. This resulted in the creation of a temporary account, under ###-###-####, to have Ms***’s service turned back on.Frontier determined that Ms*** was billed installation fees and prorated charges.Frontier applied a one-time credit to Ms***’s account, ###-###-####, In the total amount of $on October 27, 2017.Frontier spoke with Ms*** on October 27, to advise of the credit applied and the correct amount due to be paid is $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: Mr*** service has been successfully restoredFrontier has advised Mr*** that online payments may take up to days to post to the account.We regret any inconvenience that Mr*** may have experienced as a
result of the above matter

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*** has experienced service issues beginning April 1, Phone services, On Demand, missing channels, and
Caller ID on TV have been effected since April 1, Mr*** also made a change to services effective May 16, that caused service issues due to Frontier agent errorThe change caused loss of channels, features with equipment, and billing changesMr*** was not properly informed on what the new package included, changed, or what correct pricing was Frontier has investigated the above statements and offers the following response: Frontier was able to restore the phone services May 16, and the missing channels May 19, Caller ID on TV and On Demand remain known issues that Frontier is aware of and working as quickly as possible to resolveMr*** had previously contacted Office of the President and Attorney GeneralFrom those interactions we have credited Mr*** for out of service in the amount of $Mr*** has chosen to cancel services and we have made cancellation effective May 18, Frontier has also waived Early Termination FeeHis current bill dated May 19, will be covered with the cancellation of servicesMr*** has been made aware 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that: *** *** states he is being double billed and has been promised credits for time out of service that have not posted
Frontier has investigated the above statements and offers the following response: Frontier has gone over the customers billing and made the corrections so the customer will no longer be double billedAnd has given the customer direct contact information to an agent for follow up on the future billing.Frontier has added $in time out of service credits and $in credit for the double billingWe 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

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
*** states that he has been trying to get service with Frontier for
over a month.Frontier has investigated
the
above statements and offers the following response:Frontier’s investigation found that a permit was required for the drop to provide Mr*** with the service.The drop work was completed on October 12, and the service was installed on October 14, 2016.Frontier spoke with Mr*** on October 19, and verified the service is working.Frontier applied a credit of $for the installation as a courtesy due to the inconvenience.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 CommunicationsComplaint Number: 12698127 Company
Code: Click here to enter
text.Thank 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 bundle however was not receiving bundle priceFrontier has investigated the above
statements and offers the following response:After review of Ms***’s account, Frontier records show that the customer bundle was missing bundle discounts due to a billing error.Frontier records reflect that the issue was resolved on February 27, 2018.Frontier advises that Ms*** was billed incorrectly and credit was issued on her account totaling $for the billing errors.Please allow 1-bill cycles for the credit to reflect on the customer’s billing statementFrontier representative has spoken to Ms*** and advised of the credits and correction of the billWe 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 Manager

Frontier’s Collections team has advised that on 5/4/*** ***, spoke to a Frontier representative on behalf of his wife, Ms***He stated Frontier reported a debt on her credit reportHe stated he would send the representative a hard copy of Ms*** credit reportOn 5/4/a Frontier Representative was advised a hard copy of Ms***’s would be sent. On 8/16/a Frontier Collections Representative received complaint.On 8/16/a Frontier Representative researched final account under Ms***’s name***It was determined no balance was owed on that accountOn 8/17/a Frontier Collections Representative verified in Equifax and Experian that the account had been deleted from Ms***’s credit reportOn 8/17/a Frontier Collections Representative called Ms*** at her alternate number ***, and left a voice mail for her to contact Frontier at a direct numberOn 8/18/a Frontier Collections Representative called Ms*** at her alternate number ***, and left a voice mail for her to contact Frontier at a direct number.On 8/19/a Frontier Collections Representative called Ms*** at her alternate number ***, and left a voice mail for her to contact Frontier at a direct number

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*** states he was quoted $upgrade fee and $a month for the Internet. Mr*** stated he
was over charged and has not received the credit as requested. Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr***, apologized and verified the issues are now resolved. Frontier has provided credits for the overcharged amounts. The credits provided appeared on the April 22, statement in the amount of $and on the July 22, statement in the amount of $186.22. 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 Customer Relations

Frontier has investigated the above statements and offers the following response: The July 25, billing statement contained pro-rated charges from June 27th thru July 24th and month in advance from July 25th thru August 24thIn addition, an Early Termination Fee (ETF) of $200.00, Fios
Broadband Installation $80.00, and Fios TV SActivation $posted to this billCredits totaling $were issued and posted to the August 25, billing statementThe itemized credits were the following: $ETF, Fios Broadband Installation $80.00, and Fios TV SActivation $80.00.Research determined that an order was initiated that upgraded the Fios internet to 150/and removed the Fios Digital Voice.On October 03, a Frontier representative spoke with Ms*** and addressed her concerns The representative has scheduled a follow up with Ms*** and will work directly with the customerWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Customer was charged early termination fee Frontier has investigated the above statements and
offers the following response: Frontier placed in a credit on the account to cover the final billThe credit was in the amount of $and was given on October 11, There is no longer a balance on the account and the customer owes no money to FrontierCustomer is aware and is satisfied with 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

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*** states he did not have Internet service for days. Mr*** states he received two Frontier
billing statements and one disconnect notice. Frontier has investigated the above statements and offers the following response: Frontier investigated Mr***’s account and determined Frontier dispatched a technician on May 7, to restore the Internet service. Frontier repaired faulty equipment.Frontier applied a courtesy and an out of service credit to equal a total credit of $140.00. These credits will be applied to Mr***’s Frontier account.Frontier attempted to contact Mr*** on May 27, June 1, and June 3, but received no response. Frontier sent a letter with a direct number to call for further assistance. 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. However, I am extremely dissatisfied that it took over months & hours & hours of my time to get an answer Not once did anyone say that Frontier pays Dish earlier than the day I pay my bundle package of Frontier & Dish Since Frontier does this, it should have shown on my last Frontier bill the there was a payment of $which covered January 4, to January 24, I will be interested in seeing when I finally get my credit of $which was my days of service subtracted from the month in advance that we had paid for We are already at months tomorrow
Regards,
*** ***