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*** was quoted a $onetime credit when services were initially setupMr*** states the credit has not been applied to the account Frontier has investigated the above statements and offers the following response: Frontier has applied the onetime $bill credit to Mr***’s account on June 6th per reviewing the service order write up that was obtained 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

Timing of the bill cycle was same as disconnect dateAn expedite of the $refund has been requested

Frontier Communications 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*** is disputing the monthly charges of his Internet service from Frontier. He is being billed $a month and was quoted $a month with a three year price protection planMr*** is disputing charges from Dish Network (bundled with Frontier) for premium movie channels in which he cancelled Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that the account was missing a promotional coding in order to receive the $pricing for the Internet service. A service order has been done to correct this and the cost will now be $a month with a three year price lock and no contract. Frontier applied a credit of $for the months the promotional discount did not apply.Frontier’s investigation found that the premium movie channels from Dish Network were cancelled on September 12, and credit of $is being processed and will appear on the next billing statement.Frontier spoke to Mr*** on September 20, and discussed our findings. Frontier advised Mr*** that the changes will appear on the next statement as well as the credits applied. Frontier provided Mr*** with our direct contact information and he is currently satisfied with our 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

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 contacted Frontier to inquiry about moving her service, stating she was advised it
could be transferred to the new location, therefore Ms*** suspended her services until the move was completed. Ms*** further states after her move, she contacted Frontier requesting the suspended service be transferred to the new location. Ms*** states she was then advised internet was not available at the new location and then requested the transfer order be canceled and effective dated back to June 1, 2016. Ms*** further states she has called in to Frontier and advised they would process the order and stated it was not completed. Ms*** states she is still receiving bills and does not have time to call keep calling into Frontier Frontier has investigated the above statements and offers the following response: Frontier records do not show the account was suspended and there are no notes to show this was requestedFrontier records show the order to transfer the services was created July 4, 2016. Frontier records show internet is not available at the new locationFrontier has placed the order to disconnect the service and will be reviewing the November 1, statement, to verify the account is credited back to July 4, 2016, the date the transfer order was requested Frontier has left multiple messages for Ms*** with a direct contact number and at this time has not heard back from her We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** has experienced as a result of the above matter Sincerely, Frontier Customer Relations

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,
*** ***

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

Frontier has investigated this complaintOn October 14th we spoke with Mr*** about his concernsWe issued a credit of $for his computer repair and $for the loss of his $monthly Internet discount. The Internet security service is $per month after discount. Mr***
had received a $credit toward his Internet Security service prior to my involvement and I issued a $credit for an additional months of that service. The Internet Security service has been removed from his account. I have placed an order to re-add the $discount to his internet service and the November 7th bill should be fine. Mr*** has my contact information if he would need to reach me

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12810516, and find that this resolution is satisfactory to meIt is unfortunate that I had to get Revdex.com involved in this matterAs I informed Mark, Frontier, I had been told during one of my many calls that there was no early termination fee on my account and that I was due a refundI have no idea why this went as far as it didIt definitely leaves a bad feeling about this company and how they do business.Thank you for your assistance in resolving my issue
Regards,
*** ***

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 Mr*** bringing this matter to our attention. The Complaint states that:Mr*** states that he has been experiencing intermittent speed and connectivity issues with his Internet service from
FrontierMr*** explains that although he subscribes to Frontier’s as fast as Mbps service, he only receives speeds of MbpsFrontier has investigated the above statements and offers the following response:Frontier has investigated Mr***’s account and has determined that Mr*** resides in an area with a surplus of internet users that could be effecting his internet service speeds.Frontier advises that it is continually working to improve its networks and its customers’ experience; however, Frontier has no specific plans for upgrades in Mr***’s area at this time.Frontier advises that Mr*** pays $per month for his Frontier Internet service, the lowest price availableFrontier spoke with Mr*** on February 14, to review this information with him. 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. They were apologetic that this complaint had to get to this level and resolved the issue within minutes of being on the phone
Regards,
*** ***

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

September 10, 2016 Revdex.com Complaint: *** Thank you for referring the complaint of *** *** to our office for reviewWe appreciate your bringing this matter to our attention The customer’s video on demand service has been re-provisioned. All subsequent line test indicate the service is working. Credits applied to the customer’s account on August 26, 2016, will appear on the bill within 1-billing cycles We apologize for the inconvenience the above matter has caused Sincerely, Amara H. Frontier Customer Relations Specialist/GM Specialist

When reviewing account $was transferred to Mr*** new account ###-###-#### from his old account ***; which is the correct procedureMr*** previously had an account with TV & Internet only; however, on July 9, he requested to have phone service installed, with order
number ***When this occurred, a new account number was generated; which is ###-###-#### and the remaining balance on the old account were moved over to the new account number.We have made unsuccessful attempts to reach Mr***When calling, we received a recording advising mailbox is fullWe 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 *** L *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms*** contacted Frontier to setup wifi, Dish and a landline phoneShe expected installation on 12/6/16. The Dish technician installed DISH, but Frontier did not install phone and wife on that dateMs*** was promised a $Amazon gift certificate to sweeten the deal. She is now told she must pay months and she may get a $gift cardMs*** still has exposed cable hanging across the driveway and tied to trees, wires showing after many tech visits. The internet still drops 10-times a day, especially when using cell phones or Netflix. Ms*** spoke with a tech who advised she should receive 1mg, but she is receiving Frontier is installing state of the art services at a new high school about a mile away, and Ms*** requests they receive that level of service Frontier has investigated the above statements and offers the following response: Frontier records show the initial order was to port phone number *** from another provider. A port request takes a minimum of days to allow to coordinate with the other providerThe initial order was written 12/6/and had a due date of 12/7/16. Several attempts were made to contact Ms*** to reschedule the due date.On 12/14/the order was canceled and re-written with a new phone number to allow for a faster installation. The order was written for phone number *** At the time the original order and the replacement installation orders were placed, the accounts were noted to provide a $Amazon Gift Card. The terms of the gift card include the need to pay the first bill to start the fulfillment process. Frontier agrees that you should have been qualified for the $gift cardWe are unable to change the card fulfillment at this time. Frontier is placing a $credit on your account to offset the difference. A trouble ticket is currently pending for Ms*** reported issue with the wiring Frontier advises Internet service speeds are based upon many factors, including network congestion, customer location (depending on the distance from Frontier’s closest facilities), customer equipment, and WiFi network interference. Internet speeds may also vary over time. Based on the physical location being installed, the orders were set to include Broadband Lite, with download speeds of a maximum mbps. With the speed of internet available at Ms*** location, this internet may not support use of Netflix or multiple devices to connect at the same time. Frontier advises that it is continually working to improve its network and its customers’ experience; however, it is unknown at this time if any planned upgrades will allow for extending a faster internet speed to Ms***’s location. Frontier has provided this information to Ms*** via email 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 has reviewed the account of Ms*** and finds that there was a missing promotion code on her account.This code was added on 11/27/and will generate correct billing on the 12/16/billing statement.Frontier has issued an adjustment in the amount of $for the time out of service
as well as an additional adjustment in the amount of $to offset the incorrect billing on the current statement.Frontier does apologize for any miscommunication or inconvenience caused

Frontier attempted to reach Mr*** and left message with direct contact numberFrontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interferenceCustomer speeds may vary over timeFrontier records indicate, the speed provisioned for Mr***'s account is Simply Broadband Max with speeds - MBPS downloadWe trust this information will assist you in closing this complaint

Thank you for referring the complaint of *** *** to our office
for review. We appreciate her bringing
this matter to our attention.In the complaint Ms*** expressed concern regarding her request
to disconnect the telephone service but leave the internet and TV
services
active. Frontier disconnected the
account and were unable to restore the original rate. Her monthly bill was not the rate she was
quoted. Her TV service was disconnected
out of the blueShe was advised a third account was created to restore her
services. She is seeking the
cancellation of service without penalty.Our records indicate the customer ported out telephone number
###-###-#### on July 5, 2016. This
telephone number was released to a Competitive Local Exchange Carrier
(CLEC). When the order was received from
the CLEC, it only requested the release of the telephone number. If there are other products on the account,
there must be a separate order requested to maintain these services; however, this
request cannot be submitted by the CLEC. There was no additional order located in our system to maintain the FiOS
Internet and TV. The billing statement for the month of July generated on the 16th and reflected the previous balance of $507.80, a payment was received for
$276.90, and the balance forward was $230.90. The current activity for July was a credit of $72.27, due to the
disconnection of service, and the balance was reduced to $158.63. This was a regular statement The following statement for August and
September reflected this same balance, as the account was no longer active;
however, there is an outstanding balance remaining on this account.In order to restore the FiOS Internet and TV, a new account was created
with an account number ###-###-####. The
removal of the telephone services caused an increase to the monthly statement
and this is basically matter where more service, the better the discount. This account is no longer active and was
disconnected on January 16, 2017. The
balance remaining on this account is $166.98. As of the January 1, billing statement, the customer has not been
charged an Early Termination Fee (ETF). However, the customer’s term was not scheduled to expire until July 13,
2018. The term was cancelled prior to
the date of expiration, which means an ETF would be valid. As of January 26, 2017, there has been no ETF
charged.Should Ms*** receive a future statement with an ETF or wish to
discuss this matter further, I can be reached at ###-###-#### EXT ***Sincerely,Felicia T***Executive Customer RelationsFRONTIER
COMMUNICATIONS

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention The Complaint states that: Mr*** states he requested to remove Frontier Secure and it was not removed when he requested it.He also states he requested
to disconnect the service and was provided order number: *** Frontier has investigated the above statements and offers the following response: Frontier investigated the account and the Frontier Secure was removed via order number: *** which reflected on the 2/22/billing statement.Background billing issues were found and credit totaling $reflected on the 2/22/billing statement; this resulted in a credit balance totaling $on the 2/22/billing statement.An additional credit totaling $was issued as a customer courtesy on 3/3/resulting in a new credit balance totaling $51.41.The service was disconnected via order number: *** on 3/21/18; please allow 1-billing cycles for receipt of the refundFrontier has provided direct contact information if further assistance is requiredWe 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

Financial Investigator, Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mrs*** advises that Frontier Communications did not advise of a $
charge before payment twice Frontier has investigated the above statements and offers the following response: Frontier advises that Frontier has credited $back to the account and advised that calling in to pay with a representative does not have a fee.Frontier spoke with Mrs*** on 11/1/and confirmed that she understands the credit, and that she has direct contact information for future concerns. 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