Frontier Communications Corp.

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 she called Frontier at least times within hours to resolve a billing issueService
was disconnected, she made a payment and was given a time frame of when to expect service to be restoredTwo days later she still had no service Frontier has investigated the above statements and offers the following response: Frontier advises orders to restore service generally take up to hoursFrontier advises that Ms***’s service was restored on October 3, Frontier has issued a time out of service credit along with a $credit for the inconvenience Ms*** experiencedFrontier has been unsuccessful in reaching Ms***, we have left several messages with our direct contact informationWe 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** states that she ordered internet only service from Frontier and was being billed for services she did not
request.Ms*** states that each time she calls Frontier customer service that a representative advises that the problem will be fixed but she continues to receive large billsFrontier has investigated the above statements and offers the following response: A review of this account shows that Ms*** originally cancelled her services on 5/31/Ms*** then contacted Frontier on June 7th requesting to have her services reactivatedA Frontier representative quoted Ms*** for internet and television services and placed the order to activate a new account for Ms***Ms*** contacted Frontier Communications on June 8th requesting to remove video services from her accountAn error occurred in the order to remove Ms***’s video servicesShe was subsequently billed for video service through September 26thA Frontier representative adjusted credits in the amount of $to compensate for video billing that occurred following Ms***’s requested cancellation of video services.A Frontier representative has spoken with Ms*** and advised her of these corrections.A Frontier representative has apologized to Ms*** for any inconvenience she experienced as a result of this error.A Frontier representative spoke with Ms*** and confirmed that she finds these actions to be satisfactory resolution for her complaintWe 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

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

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

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*** advises he was quoted Simply Fios 50/for $per month Frontier has
investigated the above statements and offers the following response: Frontier advises that a consultant has spoken with Mr*** and will honor Simply Fios 50/for $per month as Mr*** did not need the security softwareThis price will be good for two years provided no changes are made to the account We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr*** may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response:Frontier advises the order to disconnect services was completed on 12/11/15; however, the order did not post to the billing system until 2/01/16.Frontier has waived the late fee associated with the account and
ensured no outside collection activity has taken placeMr*** will see credit for service back to the date of disconnect on the statement printing on 2/29/16.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 matterFrontier Specialist: Jennifer V*** Department: Consumer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I actually pay a month for my service not like they are saying, because I have to pay taxes, fees, and for a phone line ai will never useNo lower price was offered and no effort to upgrade my house was madeMy next door neighbor gets 3MB internet yet somehow I can only get 1MBI cannot believe they blatantly lied and said Im only paying I dont want the phone line but they say I have to have itThe advertising is dishonest and misleadingFrontier should not be in business
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I was told that I would not be charged for services until Everything was working correctly I'm not going to pay for a service that never worked correctly I'm on my 3rd box and had to wait 3+ days every time for a new box The installer left a mess and did not fill hole correctly in wall My phone service was not set up at time of installation Also every time I had to switch out box I lost all my recorded shows and had to spend over mins each time trouble shooting box on phone If Frontier does not wish to credit me now for the reconnection fees and the time the service never worked correctly then I will return all hardware and again I will not be paying for something that never worked correctly and has been nothing but a headache
Regards,
*** ***

Revdex.com:
In response to your question "When was the equipment returned to the business?":My router was never returned- I still have it in my possessionWhen I first called to cancel Frontier's service, the representative told me they would send a box to me so I could ship it back to FrontierThe box never arrived at my addressWhen I called again to ask why I was still being billed for their service and why I never received the box, I recall that their reply was something dismissive like "we never received a call and if we did, we never would have asked you for the router back." So this is why I still have it
Regards,
*** ***

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*** advises he cancelled his services with Frontier on June 23, and an automatic payment was taken on June 19,
for $195.10. Mr***s advises that he received a bill in July for $and called Frontier customer service and asked why he was getting a bill and was advised to ignore the bill.Mr*** advises that he received a bill in August for $and he called Frontier customer service and was advised to ignore the bill.Mr*** advises he received a collections notice from Frontier in the amount of $and called Frontier customer service and was advised to ignore the bill.Mr*** advises he received a notice that he had a credit balance of $he called Frontier customer service and asked why this was the amount of the refund. The customer service representative advised that adjustments were made to the account and he should be getting a refund for $and a detailed statement on October 13, and has not received the refund yetFrontier has investigated the above statements and offers the following response: Frontier investigated and found a port out order to cancel services was submitted on June 23, and dated for July 3, 2017.Frontier advises the bill for $was for service from May 25, to June 24, 2017.Frontier advises the bill for $was for service from June 25, to July 24, 2017Frontier advises credits were applied back to the account on the August bill leaving a balance owed of $for service from June 25, to July 3, 2017. A credit was applied for $by a Frontier customer service representative leaving a credit balance of $36.37. Frontier advises that a statement was mailed out in October showing a zero balance and Mr*** should have received his refund for $ We apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Thank you for referring the complaint of Dr*** to our office for reviewWe appreciate Dr*** bringing this matter to our attention The Complaint states that: Dr*** advises he has billing disputeFrontier has investigated the above statements and offers the
following response: Frontier spoke to Dr*** on November 3, 2017. Frontier explained current promotion and appropriate adjustments have been madeFrontier advised we have set a follow up to review the November 20, bill to ensure accuracy and make additional adjustments if requiredWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Dr*** has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s account billing was corrected on October 14, 2016.Ms*** was issued a credit of $including applicable taxes.Ms*** will see the pricing reflect of $plus
taxes and surcharges reflect on her statement printing November 7, 2016.Ms*** may see some residual Voip Toll charges since the service was not corrected until October 14, Credit will be issued to Ms*** once her November 7, statement printsThen going forward Ms*** will have statements reflecting only the $plus taxes and surchargesFrontier has reviewed the conversations between the consults and consumer for possible training opportunities.A Frontier consultant spoke to Ms*** on October 27, We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** *** may have experienced as a result 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

Attached please find the complaint response for *** ***.Thank you,Felicia T.Executive Customer Relations

Frontier Communications Thank you for referring the complaint of Mr*** to our office for reviewWe
appreciate him bringing this matter to our attention The Complaint states that: Mr*** advises of repeat issues with phone and Internet service. Frontier has investigated the above statements and offers the following response: Frontier investigation found reports of trouble with phone and Internet serviceFrontier has replaced line and was able to have wire buried. Frontier has also replaced protector at Network Interface Device at Mr***’s premiseFrontier has spoken to Mr*** and verified service is now working and credit has been applied to Mr***’s account. Mr*** is aware that he will see credit on next month’s 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 Ms*** *** to our office for reviewWe appreciate this matter being brought to our attention
Frontier has investigated the above statements and offers the following response:
• On November 23, an order was initiated to establish service
• The first billing statement dated February 02, total amount due was $
• The March 02, billing statement contained a past due balance of $from the previous billThe past due balance combined with prorated credits totaling $brought the total amount due to $
• An order was initiated to disconnect the account
• Credits totaling $were issued to zero out the account balance
On March 21, I relayed the resolution to Ms*** and provided my contact number 1/###-###-#### EXT *** should she require further assistance regarding this issue
We 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 M***
Frontier Executive Relations

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 that in September of he locked in a monthly rate with Frontier in the amount of $for twelve months. This included promotion credits of $and $40. Frontier made this offer to retain him as a customer and now refuse to honor the quote Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that the $monthly promotional discount dropped off Mr***’s account.A frontier representative applied credit in the amount of $to Mr***’s account on April 13, 2018.A Frontier representative spoke with Mr*** on April 25, to advise of credit applied and provided the $monthly discount going forward and will end in September 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 additional concerns of Ms*** to our office for review The additional concerns state: Ms*** states she had phone conversations and chats it regards to the internet service being suspendedMs*** further states she wants the service cancelled when she originally suspended the service which was on June 1, Frontier has reviewed these additional concerns and offers the following response: Frontier records do not show that Ms*** account was suspended, however with the additional information provided by Ms***Frontier was able to verify Ms*** was in contact with Frontier on May 31, Frontier has been in contact with Ms*** via email and has advised Ms*** that Frontier has disconnected the account per Ms*** request and in this instance Frontier has credited the account back to June 1, 2016. This will reflect on the December 1, statementFrontier 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

Frontier CommunicationsThank you for referring the
complaint of Joey
*** to our office for reviewWe appreciate *** ***
bringing this matter to our attention.The Complaint states that:Mr
*** is stated that his FIOS speeds are slow, and took off work, only to
have Frontier miss
his repair appointmentFrontier has investigated the above
statements and offers the following response:Frontier investigated and found a trouble ticket was generated to come to Mr***s residence on March 3, 2017, however records indicate this was the incorrect order request.Records indicate the proper service request was issued and expedited for March 6, and service has been correctedFrontier does not compensate for loss of time, inconvenience or loss of wagesFrontier did issue a one-time courtesy credit of $for your inconvenience and for the slower speeds you have been experiencing.We sincerely apologize for the trouble you experiencedWe 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 Specialist: James
N*** Department: Customer
Relations

Thank you for referring the case of *** *** to our
office for review. We appreciate you
bringing this matter to our attention.We spoke with Mr*** on December 14, and he
stated that his internet has been restored. We have issued Mr*** a total of (3) months
internet credit for a
total of $59.97.We advised the customer of the total credit issued and
requested that he contact me if he has additional concerns. We apologize for any inconvenience the
customer may have experienced.We trust this information will assist you in closing this
case