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: Ms*** ***, Filing on Behalf of Mr***, advises that Frontier has been billing her for Satellite
internet service that was never installed at her homeFrontier has investigated the above statements and offers the following response: Frontier advises that the Satellite internet was removed from the account effective October 12, per Ms***’s request.Frontier has issued an adjustment for $to cover the unreturned equipment charges and a $credit as a customer courtesy.Frontier spoke to Ms*** on May 5, and advise of 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

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*** states he was lured by Frontier with a flyer for no contract service for $per month, for
internet, cable and phone servicesFrontier has investigated the above statements and offers the following response: Mr*** would like to cancel without an early termination fee, Frontier has waived the early termination fee. Frontier also zeroed out the account.Frontier spoke with Mr*** on March 27, and he is satisfied 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

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 her Frontier account was closed in September but accidentally made a $payment
in error to the closed account on March 3, Ms*** advises that Frontier told her that she will not be able to receive her refund until three billing cycles have passed. She advises that since her Frontier account is non-existent, it should not take that long for her to receive the refund and would like it to be issued to her as soon as possible Frontier has investigated the above statements and offers the following response: Frontier advises that the refund in the amount of $was processed on April 4, 2017, and that she should have the refund in no more than 10-business days.Frontier attempted to call Ms*** on April 7, and left her a voice mail message, advising her that the refund was processed on April 4, and she should receive the refund in 10-business days 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 *** 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 has investigated the above statements and offers the following response: Frontier understands that some customers experienced issues viewing the previously available Video on Demand (VOD) content during the transition from Verizon to FrontierVOD content is now available, and Frontier
is continuing to add more titles each day, including those movies and TV shows previously purchased by customersFrontier apologizes for any inconvenience this may have causedFrontier is continuing to add more titles to Video on Demand (VOD) each day. Frontier has loaded the majority of film and TV entitlements as well as the most popular titles and is working diligently to load the remaining content. We have appreciated our customers’ patience as we complete the VOD library.As a courtesy, Frontier has issued a onetime credit of $This credit will appear on Mr***’s June 13, statementWe 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 investigated the above statements and offers the following response: Frontier advises Ms*** was charged an early termination fee for a two year contact from March 2017-March Frontier advises the termination fee has been waived and fully credited to the account leaving a zero balance.Frontier spoke with Ms*** on April 19, and advised of the aboveWe 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attention The Complaint states that: Ms*** advises the balance due on the account was made over the phone at the time the service was disconnectedWe continued
to get statements after the disconnection of service. We wish to have no further contact with by the business with credit score intact and an apology acknowledging poor business practice and harassment Frontier has investigated the above statements and offers the following response: Frontier Communications bills one month in advance and the payment totaling $was received and covered the time period beginning 1/22/through 2/21/this reflected on the 1/22/billing statementAt the customer’s request the service was disconnected the end of January and the previous balance of $reflected as a past due amount on the 2/22/billing statement. In addition; the 2/22/billing statement reflected a disconnection of service credit totaling $(back to 1/30/17). Now the balance reflects as $on the following billing statements: 3/22/17, 4/22/and 5/22/17. The current balance of $is valid and sustained 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 Ms*** bringing this matter to our attention.The Complaint states that:Ms*** advises at the time she signed up for new Internet service with Frontier, she took advantage of receiving a
Visa gift card ($100.00). Ms*** states she was not advised of an early termination fee if she decided to cancel her Internet service.Ms*** stated her Frontier Internet service never worked properly, which caused her to cancel her service.Frontier has investigated the above statements and offers the following response:Frontier may offer promotions on pricing and service to eligible customers at various times. Frontier explains the policy of accepting a gift card to the customer, where he or she would agree to stay with Frontier as their Internet provider for a period of one year, or if he or she were to cancel before the year is fulfilled, there would be an early termination fee, which would be prorated.Frontier has agreed to waive the early termination fee ($56.83) which is the prorated fee for the Visa gift card Ms*** received.Ms*** has been notified of the above, and is satisfied with the resolution.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 Communications has received notification of a complaint from the above individual. According to the complaint: Mr*** is disputing his bill for services from Frontier Frontier has investigated the above statements and offers the following response: Frontier
advises that the correct price for the package that Mr***’s subscribes to is $with free router for six (6) months.Frontier states that they issued $credit for installation fees.Frontier has been unsuccessful in reaching Mr***

Tell us why hereThank 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 Frontier has had technicians at his house numerous times to fix the InternetHe
states that he has frequent disconnects on a daily basisFrontier advised him the last time he was in contact with them, the next visit from their technician would fix the problemThe problem still existsAlso, when it is working he is paying for 12mbps of speedHowever, when the technician tested his line, he was only receiving to 6mbpsThey told him that he would not be guaranteed the full mbps, but he has an issue with that, given their advertising says otherwiseadvertising in the United States has proven to be a serious crime in recent historical court cases, with consumers being awarded large settlements for corporate deceitThis company is the only internet provider available at our addressTherefore we cannot simply switch providersWe ask that you advocate on our behalf to resolve this issue with the company. Frontier has investigated the above statements and offers the following response: Frontier received a call from Mr*** on October 17, reporting that he was having issues with his InternetFrontier entered a repair ticket for the issue and it was resolved by a technician on October 19, There was an issue in the office, where a pair was removed and there was a change in the DSLAMFrontier received a call from Mr*** on November 3, reporting slow speeds and frequent disconnects of his InternetFrontier entered a repair ticket and found that there is a small amount of congestion in MrStump’s area at peak times of the day, but found no other issues when technician went to the customers homeFrontier cannot guarantee the full 12Mbps speeds all of the timeWe advertise as speeds as fast as, when we advertise the InternetFrontier spoke to Mr*** and he stated that the Internet was working much better as of November 8, Frontier has issued a full month credit of $for the Internet issues that Mr*** has experienced 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 you bringing this matter to our attention The Complaint states that: Mr*** continued to be billed for services after requesting to disconnect Frontier has investigated the above
statements and offers the following response: After further review, Frontier records does not identify where Mr*** called in to have services disconnectedAccount was disconnected for non-payment on August 29, Balance due is $ We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** has experienced because 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*** with *** *** Inc., advises that their caller id has not worked since the service was
reactivatedFrontier has investigated the above statements and offers the following response: Frontier confirmed that the caller id feature was restored on September 7, A credit in the amount of $has been applied to the business account. 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 *** *** bringing this matter to our attention The Complaint states that: Ms*** advises that she received charges to her Frontier account while she was out of the country,
and her service was placed on a Vacation SuspensionFrontier has investigated the above statements and offers the following response: Frontier advises that a credit has been issued to her Frontier account, leaving the account with a balance of zeroFrontier advises that we spoke to Ms*** on September 27, to advise of the above

Thank you for referring the complaint of *** *** to our office for review, we appreciate you bringing this matter to our attentionAccording to the complaint, Mr*** advises he signed up for a promotional package that at $but he has been advised the rate is $Frontier
investigated and found Mr*** was offered a package that is not available in his areaFrontier applied credit to the account for previous month billing and advised of the rate of service for future billsThe customer expressed his dissatisfaction with Frontier's resolutionWe apologize for the inconvenience Mr*** experienced as a result of the above issue and trust this information will assist you in closing the complaint

I just cannot use there services any longer I called to cancel my subscription, I was under no contract and they claim they have to charge me to stop using there services

Frontier has reviewed the account of Ms*** and finds that the adjustments she mentions in complaint are in fact warranted.Frontier has posted these adjustments to the account and they will appear on the 10/13/billing statement totaling $417.51.Ms***'s current balance is $
and no further credits are warranted as Ms*** is billing correctly.Frontier does apologize for any miscommunication or inconvenience caused

Good Afternoon,
This issue has been resolved. Customer was given credit in the amount of $86.72. Frontier spoke with Ms*** on August 17, and verified satisfaction
Serena J***

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*** advised he was direct debited for $each month for Frontier and has not service with FrontierFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on December 15, 2017, and reviewed complaint.Frontier records indicate Mr*** was advised that billing is $per month unless service is cancelledWe 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 *** *** bringing this matter to our attention
The Complaint states that:
• *** *** states that he was not to be charged the Fios upgrade fees of $and $
• *** *** states that as of his most recent billing he was still being charged and has not received the past refund for these charges
Frontier has investigated the above statements and offers the following response:
• Frontier has investigated and found this is the third complaint filed by *** ***
• Frontier has investigated and found that a credit of $was posted on 11/17/and credit for $was issued previously on 10/10/
• Frontier has verified the codes for the upgrade charge was removed on 11/3/
• 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 complaintWe apologize for any inconvenience that *** *** has experienced as a result of the above matter
Frontier Specialist: Angela C*** Department: Consumer Relations

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*** states that after the transition from Verizon to Frontier the Pricing increasedDr*** further states that
she was offered a promotional price of $per month Frontier has investigated the above statements and offers the following response: Frontier has investigated Dr*** claim and found that Mr*** called in regards to the changes made to the Frontier accountMr*** was advised on October 6, that the rate per month is $not including taxesFrontier has made a further attempt to contact Dr*** to discuss this issue further but has been unsuccessfulFrontier sent Dr*** a letter apologizing for any inconvenience as well as providing a direct contact number on how to contact us for any further questions We 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