Frontier Communications Corp.

Thank you for referring the complaint of *** Dental Corp to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The Complaint states that: Mr***
indicates that Frontier improperly charged his account for serviceFrontier has investigated the above statements and offers the following response: Frontier records confirm Mr*** was billed for an Early Termination Fee in error on the May invoice. Mr*** had been given appropriate credit for the Early Termination Fee, but not the taxes and surcharges. Mr*** has been given appropriate credits totaling $which will be applied to the December invoice. A Frontier Customer Service Representative spoke with Mr*** on December 1, and confirmed he is satisfied with the resolution. The Frontier Customer Service Representative will continue to assist Mr*** with any future inquires.Our expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again. 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 Mr*** ***
to our office for reviewWe appreciate Mr***
bringing this matter to our attention.The Complaint states that:Mr*** has
had trouble with internet connections.They have had
over technicians try to
assist them to no avail.He is
requesting compensation for not getting the service that they are paying
for.Frontier has investigated the above statements and offers the
following response:Our Executive Tech Support Team is assistingA new trouble ticket is open as of April 13, and will continue to work on better reception and connectivity.We apologize for the trouble the customer has experienced.We have applied a one-time courtesy credit of $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
Specialist: Bridget G. Department: Executive Relations Telephone Number: ###-###-####
Ext.1113138 Fax Number: ###-###-####

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this
matter to our attention The Complaint states that: Ms*** states that Frontier quoted her a $early cancellation fee to disconnect her serviceFrontier has investigated the above statements and offers the following response: Frontier’s investigation found Ms***’s account was disconnected on September 25, and there is no early termination fee.Frontier spoke with Ms*** on October 26, and advised there is no early termination fee 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

Customer Name: Mr***/*** *** Phone: ###-###-####
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*** states he paid his bill in full to have services restored on December 27, and his service is still not workingMr*** request services to be reconnected and credit for time lostFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that Mr***’s service was disconnected for non-payment and a new installation order had to be issued to reconnect the servicesA Frontier representative issued an order to reconnect Mr*** service on January 4, Frontier advises that no credit is due to Mr*** as he was not billed for service for the time the services were suspended. A Frontier representative spoke with Mrs*** on January 4, and also on January 8, to adviseWe 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
Frontier can not prove that *** has bills sent to her - she has no bills at her house, and does not have e-mail.Frontier is incorrect when stating that we did not have conversations with them prior to the switch.*** spoke with Frontier about porting the phone number, but only after receiving authorization from ***.The practice of not advising customers on the phone about the early cancellation policy is tantamount to lying at best - stealing from customers at worst.Such a huge company such as Frontier should not be praying on senior citizens with very limited income
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 the Frontier service is still horribleThe Internet and telephone only work when they want toHe just wants to be relinquished of the account and charges Frontier has investigated the above statements and offers the following response: Frontier spoke to *** on March 6, He requested to disconnect the Internet and telephone serviceFrontier processed an order to cancel all services with Frontier as of March 7, Frontier advised Mr*** of credits issued previously for out of service issuesFrontier also effective dated the order back to February 8, He is aware he will receive a final bill on April 1, 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 spoke with Mr*** on November 7, and confirmed credit of $was applied and he has a credit balance of $

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Revdex.com bringing this matter to our attention. The Complaint states that: Ms*** states received letter of credit deletion but can still view it on her credit
Frontier has investigated the above statements and offers the following response: Frontier advises a deletion was submitted January 5, and can take to days for it to be completed.Frontier spoke with Ms*** on January 18, and reviewed the aboveWe 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

Customer Name: *** *** Phone: ###-###-####
Thank you for referring the complaint of Mr*** to our office for reviewWe appreciate Mr*** for bringing this matter to our attentionThe Complaint states that: Mr*** advises that he ordered phone and Internet and a technician came out and left and did not return. Mr*** advised he still did not have Phone or InternetFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on April 13, and we confirmed that the Satellite Internet service was installed on April 11, 2016. Mr*** still did not have telephone service. We spoke to Mrs*** on April 14, and placed the order for telephone service which is due to be installed with jacks on April 19th. Mrs*** was fine with this due date. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrand Mrs*** 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 has had billing issues with FrontierFrontier has investigated the above statements and offers the following response: Frontier has attempted to contact Ms*** on several occasions, each time leaving her messages with our contact information.Frontier has not heard back from Ms*** as of today.Frontier is sending Ms*** a call me letter today in the mail. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** may have 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.
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for review We appreciate Ms*** bringing this matter to our attention.The Complaint states that:• Ms*** advises that she has been experiencing intermittent speed and connectivity issues for years with her Internet
service from Frontier.• Ms*** states she has requested a modem from Frontier multiple times and has not received one. • Ms*** states she was advised she would receive credit for months of bad internet service. • Ms*** states she did not receive months of credit and was disconnected for non-payment. Frontier has investigated the above statements and offers the following response: • 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• Frontier recently implemented several system updates/upgrades in the network in the Spring Creek/Elko area, relieving the internet network congestion Frontier is planning further upgrades to the network in the Spring Creek/Elko areaGiven that many factors could impact the timing of an upgrade, we cannot guarantee any specific date for project completion. • Account records show Ms*** contacted Frontier requesting her older modem back which she was advised is not possible. • There is no record or notation advising Ms*** would receive months of credit for service issues, Frontier only issues credit towards the internet charges with specific documented outages over hours The last trouble report was for slow speeds, no outages have been reported. • Account review shows the last payment received by Ms*** was on 9/2/16, Frontier records shows Ms***’s account was suspended for non-payment 3/2/and completely disconnected on 3/20/effective the date of suspensionIf Ms*** wants services reconnected she will need to pay the full outstanding balance and place an order to install new service. 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 Executive Customer Relations

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*** indicates that Frontier never deactivated his service as requested. Frontier has investigated the above statements and offers the following response: Frontier records confirm Mr*** contacted Frontier chat to deactivate service, but the chat session was disconnected and order was never processed. Notes were found on the account regarding the chat session and the request for deactivation. Frontier submitted a request to deactivate service as of September 28, as originally requested. Mr*** will be given appropriate credits on the November 25, invoice for the charges billed from September 29, to November 24, 2016.A Frontier Customer Service Representative left messages for Mr*** to discuss the resolution and has not received a response. A letter was also mailed to Mr*** with direct contact information for the Frontier Representative. The Frontier Customer Service Representative will continue to assist Mr*** with any future inquires.Our expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening againWe 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 review. We appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she cancelled her Frontier internet service but received a bill for a full
month of service in the amount of $81.98. Ms*** advises that Frontier needs to zero out her balanceFrontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s account has been credited in full, and she now has a zero balanceFrontier spoke with Ms*** on April 4, and advised her of the above statement. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** may have experienced as a result of the above matter

Revdex.com:
I have reviewed the response and find it satisfactory as long as they remove the negative credit report from my account.
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention
The Complaint states that:
• Mrs*** states she continue to have service and billing issues
Frontier has investigated the above statements and
offers the following response:
• On November 26, 2016, our records indicates Mrs*** called inquiring about lowering their billRepresentative offered a bundle package priced at $+ taxes & surcharges, with a year commitment
• Once the December 7, bill was printed, instead of $175.97, it was billed at $+ taxes & surcharges; however, there was an $FiOS TV Activation fee that was applied to the bill in error; which has been credited
• After credits and changes to the account for correction, customer is now billed at $+ taxes & surcharges
• Regarding the router, this monthly charge has been removed
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs*** has experienced because of the above matter

Frontier has investigated the above statements and offers the following response: Frontier advises that we have shipped a new modem to Ms***, per her request.This should be received in 3-daysShould Ms*** continue to have issues, she can contact technical support at *** *** *** 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

Complaint Number: *** Customer Name: *** *** Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states that her Frontier service was not disconnected at the end of the billing cycle of February 29, Frontier has investigated the above statements and offers the following response: Frontier upon reviewing the account advises our records do not reflect a request for disconnection of serviceFrontier advises upon reviewing the account Ms*** received a time out of service credit of twenty-three dollars and thirty -two cents see for an outage in the month of February 2016, the adjustment can be seen on the April 1, billing statement. Frontier advises upon reviewing the account there is no record of Ms*** requesting disconnection of service to take place for the month of May 2016. Frontier advises that the last amount paid to Frontier was in the amount of One-Hundred Sixty- Four dollars and Eighty-One cents on February21, There is not any record for request of disconnection of service as well. Frontier has spoken with Ms*** *** and has been advised of second review of account and the balance will be sustainedWe 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 Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises he has been billed for equipment that he returned to Frontier CommunicationsFrontier has
investigated the above statements and offers the following response: Frontier finds that Mr***’s September 25, statement reflected a charge of $for a WiFi extender. Mr***’s October 25, statement reflected an additional charge of $for a WiFi extender. The total billed for the WiFi extender was $96.00.Frontier finds the equipment was returned to Frontier Communications October 5, 2017.Frontier has issued credit for the returned equipment and the late fees associated with the billing dispute for a total credit of $157.86. The credit will print in one or two billing cycles.Frontier spoke with Mr*** on February 5, to provide the above informationWe 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

YesPer conversation with myself and Frontier communications, which was documented on their communication log First conversation was in June and 2nd conversation was dated July 11thTo include, the conversation on July also confirmed the agreement In addition, all calls
were assigned a case number and documented