Frontier Communications Corp.

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him for bringing this matter to our attention The Complaint states that: Mr*** requests Frontier to void his contract, and to have his account brought to current so he will not be responsible for paying for services that weren’t 100% delivered Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** and explained all contracts with Verizon were transferred to Frontier with the acquisitionFrontier advised a credit of $has been applied to his account for the Video on Demand issue that occurred after transition(Video on Demand has no monetary monthly value) Frontier advised Mr*** he is responsible for payment of services rendered 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 experienced issues with his telephone service from FrontierMr*** states that he
was advised by Frontier that the troubles were being caused by his fire suppression systemMr*** advises that he contacted his fire suppression system provider to inspect and trouble shoot the equipment and was advised the issue was with the telephone lines.Mr*** further states that Frontier was contacted and it was determined that the issue was with the telephone line and was repaired.Mr*** was billed $by his fire suppression system provider for the inspection and is requesting that Frontier reimburse him for this cost. Frontier has investigated the above statements and offers the following response:Frontier investigated the account and advises that there are no records showing that Frontier advised Mr*** to contact his fire suppression system providerFrontier advises that an invoice from System was faxed on October 13, 2016; however the number on the invoice was not for this accountFrontier spoke with Mr*** on March 22, Mr*** requested that Frontier contact his office manager *** *** to discuss the complaintFrontier has made several attempts to contact Mr*** regarding this issue but has been unsuccessful in speaking with him.Frontier has mailed Mr*** a letter with direct contact information if he needs any additional 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

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*** advises that she was quoted a monthly charge of before taxes and rentals; however, she has been incorrectly billed since she signed up in February Frontier has investigated the above statements and offers the following response: Frontier advises that there were errors with the promotion on Ms***’s accountFrontier reviewed all of the statements from February to SeptemberFrontier re-calculated every statement from February to September to the monthly rate of $before taxes and surcharges and any rentals that Ms*** orderedFrontier advises that adjustments in the amount of $have been applied to Ms***’s account for the errorsFrontier advises that had Ms*** been billed correctly, her cost for services from February 18, to August 25, would have been $1, Ms*** made payments totaling in the amount of $which leaves a remaining balance due of $Frontier advise that Ms***’s services were terminated on August 25, 2017.Frontier advises that Ms*** was issued a final statement of $Frontier issued an adjustment in the amount of $to complete the credits that were due to Ms***Frontier advises that the remaining balance is $Frontier spoke with Ms*** on December 27, to review this information with her.Frontier sent Ms*** an email on January 12, with a breakdown of what the monthly statements should have been had there been no promotional errors 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 *** *** to our office for reviewWe appreciate him bringing this matter to our attention. The Complaint states that: *** *** states he was receiving internet speeds less than what he was paying for, had no video on demand, no movies,
spotty service, and had 3D with Verizon but no longer getting it with Frontier since Frontier/Verizon conversion in April *** *** experienced long hold times, representatives hanging up on him, and no call back from supervisor when promised a call would be made back to him*** *** states Frontier supervisor promised to take care of his account by crediting him for out of service and it was never done*** *** cancelled service with Frontier due to these obstacles and was charged an early termination fee Frontier has investigated the above statements and offers the following response: After several calls to *** *** Frontier was able to credit him for out of service, spotty service, delays with repair, late fees, and an early termination fee for a total of $on September 23, 2016.Frontier has pulled calls for review and provided coaching in all areas needed to assure all of *** Lamperts obstacles were addressed*** *** authorized closing out complaint We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that he has experienced as a result of the above matter

Frontier’s Local Manager has advised that this issue has been resolved
The technician made a site visit on 8/28/and changed the power supply instead of the battery and the beeping went away
The technician left his contact information with Ms*** in case there are
further issues for her to contact him directly

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, as long as they actually send the refund I will reopen the complaint if the refund does not arrive within days
Regards,
*** ***

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. Regards, *** ***

Frontier has investigated the above statements and offers the following response: On December 30, 2017, Frontier received Mr***’s request to cancel his FIOS TV service. The earliest date available to dispatch a technician to change the splitter pair and disconnect his FIOS TV service
was January 11, In April 2017, Frontier sent out bill inserts, notifying customers of the updated Terms of Service (TOS) that applied to Frontier TV service. This information can be found by going to our website at www.frontier.com/termsDuring the months of August through September 2017, a second notification was sent to Frontier customers regarding an update to our billing policy which stated, “Frontier bills TV and internet services in advance for the following month. Termination of your TV and/or internet service will be effective on the last day of your Frontier billing cycle. If you cancel your TV service and/or internet service after your bill date, the services will remain available to you through the end of the period for which you have been billed in advance. No partial month credits or refunds will be provided for services previously billed”On January 12, 2018, a courtesy credit adjustment in the amount of $was applied to the account. The current amount due by January 18, is $57.07. Mr*** can view his account balance by logging onto his account at www.frontier.comWe regret any inconvenience that *** *** may have experienced as a result of the above matter

Frontier’s Technical Supervisor advised there are no recent trouble ticket history within the past months reported for any internet issues.The Technical Supervisor states he spoke with Mrs***, and she advised that she was contacted after writing a letter to the President of Frontier, and
was issued a credit of $64.80.There is no early termination fee on her account, therefore she will not incur and additional charges.She also stated that she is no longer a Frontier customer and has decided to go with a competitive company’s product

We are requesting a full refund of the $charge we eventually paid to a collections agency to keep our credit from being affectedPlease see the attached letterWe would also like an apology

Thank you for referring the complaint of Sharron *** to our office for reviewWe appreciate him bringing this
matter to our attention The Complaint states that: Ms*** states she is not receiving the rate she was offered when she signed up for the MB plan with Frontier. She has been calling for five months and it still is not resolved. She has now been charged late fees as she is only paying what she was quotedMs*** also states that Frontier has now cut her back to the MB service and has cut her service entirely in the process. She wants the price she was quoted and credit for all late fees Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that the monthly rate was corrected in December 2016. Ms*** was billed the correct rate on the January 1, invoiceA total credit in the amount of $was applied to Ms***’s account for the billing errors.An order was placed to change Ms***’s internet speed to be the MB on December 13, 2016.A Frontier representative spoke with Mr*** on December 23, to advise 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 rebuttal of Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Rebuttal states that: Ms*** states previous tenant moved out and had no right or access to property nor left equipment for her to useMs*** requests compensation for services not installedFrontier has investigated the above statements and offers the following response: Frontier has no access to landlord-tenant records nor any obligation to ascertain tenant activityFrontier will not engage in any further discussion regarding the previous tenant’s whereabouts, type or status of previous tenant’s service, or Ms***’s comment that previous tenant did not leave equipment for her to use servicesFrontier terms and conditions are not binding or applicable to non-Frontier customersLikewise, any discussion of rates, credits, or promotions are predicated on delivery and payment of services discussed Frontier will not provide Ms*** with an Amazon gift card nor Amazon Prime membershipFrontier has reviewed this matter and determined that no additional investigation, actions or contacts are needed Frontier apologizes if Ms*** does not understand or agree with Frontier on this matter. We trust that this information will assist you in closing this complaint

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

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*** with *** ** ***, advised he was billed twice for the same service visitFrontier has
investigated the above statements and offers the following response: Frontier advises due to a system error Mr*** was billed $twice for the same service visit.Frontier advises that credit in the amount of $has been issued for the service charge and late fee and will appear on Mr***’s next billing statement 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 him for bringing this matter to our attention The Complaint states that: Mr*** cancelled his service on August 24, and has not received his refund Frontier has investigated the
above statements and offers the following response: Frontier spoke to Mr*** and advised he should receive his refund check within 7-business days, Mr*** is satisfied with the resolution of his case 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

After further investigation, Ms*** was on automatic paymentThe last payments received by Frontier was $on 11/04/The automatic payment was declined thereafter due to the card had expired, the wrong information was on the card, or the card has been closed.According to Frontier’s
records, there are no notes, and repair tickets advising Ms*** had wanted to disconnect services in November of 2016, or that she was having any service issues.The representative advised if Ms*** is still disputing these charges she would need to send in the first bill from her new internet provider, and an email she received from Frontier stating permanent disconnection to investigate further.The total balance owed to Frontier is $239.61.Ms*** is aware of the above findings

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Customer made a payment of that was supposed to go towards Verizon wireless billing but it did not
Frontier has investigated the above statements and offers the following response: Frontier has refunded the payment of and credited customer month of home phone service for the inconvenience We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that he has experienced as a result of the above matter

Frontier has reviewed the account of Mr*** and finds that upon his original order for service on 12/30/he requested internet and phone service on a promotion called Custom Value, in which he received a 10% discount on all services.Mr*** entered into this agreement for two years
starting 12/30/through 12/29/12.Each statement to follow advised Mr***, that Frontier did offer a convenient auto renew policy shown below:As you agreed, your Frontier service includes a 1-year (or multi-year) term commitment with convenient automatic renewal at then applicable pricing (excluding promotions). If you wish to cancel your auto- renewal, please call Frontier at least days prior to your renewal date above. As noted on page of every bill, visit Frontier.com/terms, Frontier.com/tariffs or call Customer Service for other important service Terms, Conditions and Policies. Frontier did not receive any contact from Mr***, requesting to remove the auto renewal for the discounts he was receiving.Frontier’s records to advise that there was to be a $term fee per service.Frontier did waive the early termination fee on the DSL service due to the concerns Mr*** had.The system did generate a $termination fee on the phone service on the 8/7/billing statement.Mr*** has made payment in full on this account and no credit is warrantedFrontier does not have a signed contract to provide Mr*** as the promotional terms were listed on his billing statement each month

The Complaint states that: Mr*** advises that he cancelled his Frontier service on February 5, 2018, however he received two bills following thatMr*** advises that his credit card was charged for two payments after he cancelled his Frontier serviceFrontier has investigated
the above statements and offers the following response: Frontier apologizes for the inconvenience this issue has caused Mr***.Frontier advises that the payment made on March 9, was reversed and credited back to Mr***’s credit card on March 2018.Frontier advises that the payment made on February 6, paid his account through the end of his bill cycle and was validFrontier advises that we spoke to Mr*** on March 23, to advise of the above

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,
*** ***