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*** advises he would like price quotedFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on October 09, 2017. Frontier explained that all promotions are activated and correctFrontier explained the September bill had prorated charges and credits, due to Television package changeFrontier advised Mr*** of bill cycle dateFrontier has set a follow up for October 24, to ensure bill accuracyWe 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 advises that Mr.***’s account experienced issues with promotional discounts due to consultant errorThese issues were credited immediately once Frontier was notified and the customer was not
required to pay the balance in fullThe credits were applied to the balance immediately.Frontier has internally address all coaching opportunities related to this complaint 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 has issued a credit of $towards Ms*** account leaving a zero balanceFrontier confirmed with Ms*** the credit has been applied

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 reviewed the account of Ms*** and finds that there have been three trouble tickets in reference to her internet service, one in which was a common cause in the area, and two in which the technician was not able to investigate due to no access.Frontier has attempted contact on
11/1/16, 11/2/as well as 11/3/and has left detailed messages with direct contact information. Frontier advises that Internet service speeds are based upon many factors, including a surplus of internet users and wireless devices, customer location, customer equipment, and network interference. Customer speeds may vary over timeMs*** will need to make contact with Frontier’s consultant that has attempted to reach her in order to set a time for the internet help desk or a technician to investigate further.As a courtesy, Frontier has reduced Ms***’s internet pricing to $a month for three years

Thank you for referring the complaint of Ms
*** *** to our office for reviewWe appreciate your bringing this matter
to our attentionAccording to the complaint: Ms*** states she has been billed incorrectly for her Fios BundleSeveral attempts to resolve this matter were
unsuccessfulFrontier has investigated the above statement
and offers the following response:Ms*** established the Fios Double Bundle on September 29, It appears the bundle discounts weren’t activated when the order was processedThis matter was corrected on February 18, On January 18, adjustments that total $were submitted for approvalA portion of that adjustment appeared on the February 1, billing statementOn February 18, an adjustment in the amount of $was submitted for approvalPlease allow 1-billing cycles for adjustments to appearGoing forward, Ms***’s Double Bundle will bill at $per monthThis price excludes taxes, fees and charges for any products outside the bundle such as set-top box rentals, video-on-demand, and premium channelsA promotion was added on January 23, to provide HBO at no charge for monthsBeginning month standard rates applyWe trust this information will assist you in
closing this complaintFrontier apologizes for any inconvenience the customer
has experienced as a result of this matterThank you,Edna CExecutive Customer 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.Frontier did not address the issues raised in the complaint, including:Failure to honor stated pricingFailure to offer written verification of verbal statementsRepeated follstatements offering to fix the situation did not materializeFailure to disclose the $fee - that was later credited back
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 gave Frontier the ticket number of the issue, just like I did for the recent issue this month. A technician was to come out to figure out why my Internet service stopped working for two days of outage. I had to fix it myself with purchasing my own router. I tried to save money by removing a phone line and ended up paying more. This is so bad, I am looking for more ways to move my business away from Frontier"Frontier shows ticket # *** as complete but technician never showed." Frontier service failed again. I am not satisfied in their abilities to provide services. I am surprised a class action suit has not been filed
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attentionThe Complaint states that: Mr*** states he’s had difficulty reaching premium technical support regarding his internet serviceMr*** also states he
was treated badly by the representative on the instant chat. Frontier has investigated the above statements and offers the following response: We reached out to Mr*** on April 27, who informed us his internet is working properly nowFrontier advises we have reviewed the instant chat between Mr*** and our agent and the conversation has been referred to the representatives supervisor for additional coachingWe apologized for any inconvenience this may have caused. 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 Mrs*** bringing this matter to our attention The Complaint states that: Mrs*** advises the service has had several dropped calls and internet speed issues that have not been
resolvedMrs*** also advises that she has been double billed for her internet services and has not received all the appropriate credits back Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** and apologized for the service and billing issues related to this complaint.Frontier confirmed with Mr*** that an appointment was completed two weeks prior and the services for phone and internet are currently now workingFrontier confirmed that the Mr***’s account has the lowest price available for internet serviceFrontier also made an adjustment of -$which has been applied to the account to correct the previous billing error with the internet pricingFrontier has confirmed that the current billing statement is reflecting the correct internet rate We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** has experienced as a result of the above matter

Frontier has investigated the complaint and offers the following response: Frontier completed repairs to resolve the Static on the Line January 28, Frontier advised Mrs*** that there were multiple trouble found along an aerial stretch at the rear of her property, which Frontier was able to
repair. Also Frontier discovered the need for pole transfers for three polesMrs*** is aware that Frontier will return within a month to complete this task, however it should not affect her service.Frontier issued an out of service credit of $

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mrs*** bringing this matter to our attention The Complaint states that: Mrs*** advises that her monthly Frontier bills were around $163, and her August bill went up to $
Mrs*** advises she was unaware that a package of free movie channels was given to her as part of a promotion, and when the free trial period ended, it resulting in her bill going up by more than $She also advises that she had no knowledge that she had any movie channels at all, or that she had a promotional rate that would be expiring in August Mrs*** advises she should not be responsible for paying for the movie package for the time in which she was billed for it, since she never asked to have them with her bundled services Frontier has investigated the above statements and offers the following response: Frontier advises that there is nothing in Mrs***’s records that she was ever informed that she had a free movie package and that it would expire in August 2016.Frontier advises that a credit has been issued for the amount of time that she was billed for the movie package, from August 13, to November 24, 2016. The total amount of the credit was $168.30. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** 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*** wants adjustments for billing while he was on vacation service.Frontier has investigated the above statements and offers the following response:• Frontier has issued credit for the time Mr*** service was on vacation.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.Frontier Specialist: Anita D***

Frontier Communications Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate RevDex.com bringing this matter to our attention. The Complaint states that: Ms*** advises that her service was to be removed from Frontier on June 1, and she was to receive a $credit on her account Frontier has investigated the above statements and offers the following response: Frontier has left two messages on June and June along with an email but has not received a responseFrontier investigated and provides the information that Ms***’s service was removed on June 1, and has applied a $credit to her accountFrontier will follow up with Ms***’s account when the July 1, bill cycle is processed. 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: Lori F* Department: Customer Relations

Frontier Communications Thank you for referring the complaint rebuttal of *** *** to our office for reviewThe complaint is in reference to the account for a business account under the name *** *** ***. We appreciate her bringing this matter to our attention The Complaint states that: Ms*** states in her rebuttal that she did not agree to the new contract on the accountMs*** states she did not agree to the $fee in lieu of a termination fee Frontier has investigated the above statements and offers the following response: Frontier records do show Ms*** accepted a contract, as well as had the information displayed on the bills as previously stated*** *** *** was automatically renewed on April 3, 2016. Frontier Terms of Service also state: Term These Terms and Conditions apply to any Service ordered from and provided by FrontierCustomer will purchase the Services for the period of time identified by Frontier at the time Service was ordered (the “Service Term”), subject to these Terms and ConditionsIf neither party provides the other with written notice of its intent to terminate a Service at least sixty (60) days prior to expiration, the Service Term of each Service will automatically renew for additional one-year periods, subject to these terms and conditions and at the then applicable one-year term rate, excluding promotional rates.Ms*** contacted Frontier on October 13, to disconnect the accountShe was advised of the auto renewed contract and termination feeShe was offered instead to back bill the discounts that had been applied to the account from the date of the auto renewal of the term. Frontier has reviewed the recording of this call. Ms*** was advised of the early termination fee, but was offered instead to be back billed for promotional credit she had receivedMs***’s response was “Sounds good”The promotional discounts were back-billed on the November 13, bill statement in the amount of $Frontier has determined that the charges are valid and no further credit is warrantedWe 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 advises that Ms***’s subscribed to FiOS 25M High Speed Internet, FiOS TV Extreme HD, Movie/HBO Cinemax All Access Package along with Home Media DVR and Set Top Box rentals on account number *** ***. Her monthly recurring charges were $plus applicable surcharges
and taxes. Frontier advises that the following bill statements were mailed on account ***: Bill Due Current Unpaid Total Payment / Date Date Charges Balance Due Credit 11/16/14 12/10/14 $208.78 $208.78 $ (208.78) 12/04/12/16/14 01/09/15 $208/78 $208.78 $417.56 (208.78) 01/05/01/16/15 02/09/15 $218.15 $208.78 $427.03 (210.00) 02/03/02/16/15 03/12/15 $218.25 $217.03 $ (217.03) 03/04/03/16/15 04/09/15 $218.25 $218.25 $ (04/03/15) (30.16) credit 04/16/15 05/11/15 (98.86) * $188.09 $ *account *** was cancelled as of 04/03/ Frontier advises that on April 3, an order was placed to change the account number from *** to ###-###-####; a request was submitted to ship return boxes; and a credit of $was applied to the account for days of set top box charges indicating that a previous representative did not send out return boxes. Frontier advises that a final bill statement was mailed on April 16, for account *** as indicated above. The first bill statement for account ###-###-#### was mailed on June 16, reflecting a balance due of $for services dated April 4th through July 15th Frontier advises that Ms*** spoke with an escalation representative on July 23, regarding the bills and states she was offered a lower rate plan. A review of the call recording found that the representative advised Ms*** that she would correct the account to a rate of $plus applicable surcharges and taxes; applied credits totaling $honoring the rate of $as well as removal of set top boxes for the June bill; and advised that the August bill would reflect prorated credits for July’s bill. Ms*** was advised that the past due balance for the June bill was approximately $548.74. She inquired if she could pay half now and half later. Ms*** was conferenced with our Collection department and agreed to pay $by the end of July and $on August 10th. Frontier advises that Ms*** disconnected service on September 28, 2015. Frontier advises that the following bill statements were mailed on account ###-###-#### and reflect that only payments were been received: Bill Due Current Unpaid Total Payment / Date Date Charges Balance Due Credit 06/16/15 07/10/15 $817.58 0 $817.58 07/16/15 08/10/15 $223.62 $817.58 $ (275.00) (22.78) credit 08/16/15 09/09/15 (168.45) $743.42 $ (275.00) 09/16/15 10/13/15 $150.36 $299.97 $10/16/15 11/09/15 (83.54) $450.33 $ Frontier advises that Ms***’s monthly charges from April 4, through September 28, were $($plus applicable surcharges and taxes. The account reflects a final balance owing of $which is broken down as follows: $x months = $736.80; $/ days = $122.80; and $late payment fees plus tax. Frontier advises that the balance of $is accurate and no further credit is warranted

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 does not agree with the charges billed by FrontierShe states that the representative did
not disclose the additional fees associated with the television service or the installation fees Frontier has investigated the above statements and offers the following response: Frontier reports that Ms*** was charged $which was for the equipment and delivery fee of the modemFrontier spoke to Ms*** today and advised her that as a courtesy we issued a onetime credit of $for the delivery equipment fee due to it not being disclosed on the original callFrontier also explained to her that we should have disclosed to her the monthly charge of $for the Sports feeFrontier does explain that there will be additional taxes and surcharges, but we do not know what those will be so we are not able to quote themFrontier explained all of the above to Ms***. 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 CommunicationsThank you for referring the
complaint of *** *** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: *** stated that services was not working and would like credit for out of services.Mrs*** also advised that she would like credit for movies that she purchased if she was to disconnect her servicesFrontier has investigated the above
statements and offers the following response:The customer confirmed all requested services are working to their satisfactionIt was explained credits have been processed to the current billThe total credit applied to the account was $Our records also reflect that the customer received an additional credit in the amount of $and a refund check in the amount of $as of today.The customer currently has a zero balance with Frontier.On September 23rd, Mrs*** was advised to open an Ultraviolet account to save her purchased movies.We have not been able to verify the purchase movies with the customer because she has not responded to our attempts.No credit for the purchased movies will be issued.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mrs***
has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

The Complaint states that: Ms*** reported her phone and Internet service not working.Frontier has investigated the above statements and offers the following response: On July Frontier found bad sections in the cableFrontier replaced the cable

Comment Added8/21/3:51:PM (UTC)***, WillCloseout Comments: ***Revdex.com***11:48am-8/21-Unisys #-U10632998- I emailed *** to inform her that her account balance was in fact -and that the account was disconnected on 7/I also confirmed that the order placed on 8/for new shipping labels
was in fact sent outEscalation closed