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*** states that she was billed for charges that she was not advised ofMs*** states that she canceled
services with Frontier but was billed for an additional month of services.Ms*** also advises that Frontier took a payment of $out of her account without her permission. Frontier has investigated the above statements and offers the following response:Frontier investigated MsMoreno’s account and confirms that there were charges for labor and repair fees in the amount of $billed to her account for a repair that was completed on December 19, where a technician replaced an inside jackFrontier issued an adjustment in the amount of $for the labor charges as a courtesy as these were valid charges.Frontier advises that Ms*** cancelled her services on January 10, Frontier advises that the January statement had already been issued prior to the cancelation of servicesFrontier advises that the February statement has issued prorated credits back to the date of disconnectFrontier advises that Ms*** subscribed to Frontier’s auto pay programFrontier advises that the January statement had already been issued and the auto pay for that bill was scheduled for January 31, Frontier spoke with Ms*** on February 6, to review this information with her. 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: 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

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 *** *** Incadvises he cancelled his service on March 15, He contacted Frontier to
stop his autopayHowever, a payment of $was automatically deducted and he has been unable to get a refund Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on April 18, 2017, regarding his refund, the amount is not the full credit, because the second line is still activeWe explained that he will receive a refund in the amount of $for ported out numberFrontier has issued a disconnect order for the second line and backdated it to March 16, Mr*** will receive a separate refund for the second line in approximately days 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 bringing this matter to our attention The complaint rebuttal states that: • Over a month ago, their TV reception
stopped working correctly. After extended periods on the phone, a replacement box that didn’t work and a technician visit that didn’t fix the problem, Mr*** was given a new appointment window for a tech visit only to be told the tech won’t be there until the following Monday. Frontier has investigated the above statements and offers the following response: • The service was disconnected effective 11/29. $in credit was issued in November for time out of service as well as $courtesy credit for the missed repair appointment • Frontier will address internally any coaching/disciplinary actions related to this complaintFrontier apologizes for the delays created when proper process was not followedWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience *** *** has experienced as a result of the above matter

Frontier advises a review of Ms***’s account has been completed.Frontier has verified Ms*** has not been charged for any un-returned equipment.Frontier states a credit in the amount of $has been added to Ms***’s account on November 30, to offset dates of service
from March 26, through September 14, for the period of time in which her services should have been cancelled.Frontier states Ms*** was contacted November 30, and was advised of the above and informed of the new revised account balance due of $ 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 Frontier Specialist: Donna L*** Department: Consumer Relations

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

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. I will still have wait to see the follow up is completedThe same response was given times before, so I will wait and see if they finally follow thru on what they say they will doUntil then I consider the issue still open until I see the final results
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*** states he contacted Frontier to set up an Internet account however when he received the self-installation
kit the services did not workFrontier advised Mr*** we would come to the home to try and resolve the issue with the internet however it would be approximately two weeks and this was not acceptable for Mr***Mr*** then received a bill with charges he was never able to use Frontier has investigated the above statements and offers the following response: Frontier did cancel out the services Mr*** set up with Frontier and we have credited all charges 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 CommunicationsThank 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 that he was advised that it would take two before his internet and phone services could be
restoredFrontier has investigated the above
statements and offers the following response:Frontier advises Mr***’s internet and phone services is working as of April 11, 2018.Frontier records reflect that a courtesy credit of $has been issued toward Mr***’s account for his inconvenienceFrontier representative have spoken to Mr*** and confirmed services are working and credit has been issuedWe 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 Specialist: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advised that she would like Frontier to honor price quotedFrontier offered $(I
may be off on the change) on the order and quotes $(including taxes and surcharges)Frontier offered $Amazon Gift Card for the Double PlayI would like Frontier to honor price quoted and credit my account and correct price moving forwardFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on May 4, 2017. Frontier explained that the extra $off for first year was for a Triple Play Phone plus Internet plus TV. Frontier explained that a Double Play Phone and internet do not qualify. Frontier will honor the misquoteFrontier has issued a two credits to Honor the $off for the first year for a total savings of $for the first year. The first credit of $issued on March 4, and additional credit of $issued on May 4, 2017. Total Credit issued was $122.98. Frontier explained the $Amazon Gift Card criteria and processWe 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: 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 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,
*** ***

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

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,
*** ***

Frontier Communications Frontier has received the following rebuttal complaint : Mr*** has rejected Frontier’s response stating that the balance owed is more than the $he owed in February Frontier has investigated the above statements and offers the following response: Frontier billing record shows that Mr*** had a past due balance of $that was due on February 25, 2018. When the March 1, statement generated there was a $late payment fee for that past due balance and a $disconnect processing fee in addition to the March 1, to March 31, chargesMr*** also had a late payment fee on his February statement for the missed payment due date of January 25, 2018. His payment did not post until January 29, 2018.Frontier has, as a courtesy, issued a credit for March 1, through March 31, in the amount of $44.99. Frontier’s original response is unchanged and the balance due is $We trust that this information will assist you in closing this complaint. We apologize for any inconvenience Mr*** has experienced as a result of the above matter Frontier Specialist: Donna JM*** Department: Consumer Relations Contact: ###-###-####

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

I spoke with them yesterday regarding making payments on a bill that I am unable to afford so I asked to be put on a payment planThey refused to put me on a payment plan and told me that I had to pay this bill and if I didn't it would cost me more money in the future and could affect my creditI can't afford the bill and want to be able to at least pay half and keep my services activeThey stated if I did that that they would disconnect my service which makes me believe why then should I waste my money at least I made an effort to pay itI even offered to pay 75% of it and they would not even accept that and this was a supervisor I spoke withWhat a joke payment options are.Their excuse is that they can't put me on a payment plan because my account is currently in good standing and that I don't understand

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 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

Frontier has investigated the above statements and offers the following response: Frontier has issued an account credit in the amount of $-reflecting a zero balance. The updated balance has been transmitted to the collection agency and takes approximately to hours to
update.Frontier has advised Ms*** to contact the *** *** *** at ###-###-#### to confirm the zero balance. Once the account is closed out, *** *** *** will mail out a confirmation letter within business days to the address on file.The representative handling this complaint has provided her contact information We regret any inconvenience that *** *** may have experienced as a result of the above matter