Frontier Communications Corp.

Frontier agrees with the customer and most humbly begs pardon for the correct adjustments still not showing on the accountAll of the credits listed below were pending at the time of the first response to the complaint and were subsequently denied in error on technicalitiesTwo late fees have been credited for a total of $6.99+ $tax; $for months May, June and July for which the rate showed $instead of $and $+$installation fee which were in error, $+$tax for days of phone and $for the TV portion 4/-5/13/These adjustments should on the October 25th billPlease contact the representative listed below directly if there are any other issues with these adjustments

Frontier has investigated the above statements and offers the following response: Frontier determined that the price of was reached with a discontinued discountFrontier Spoke with Ms*** and advised that Frontier has
used the information for an internal coaching opportunityFrontier issued an adjustment in regards to the aboveMs*** presented no further questions or concerns We regret any inconvenience that *** *** 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I do not understand how that they can say that a recorded phone conversation by a third party proves that the contract was extendedAnyone could have done that, another employee, a client and/or a random person that just happened to answer the phone when they called ** *** *** When I called to have our numbers released they did not inform me of any penalties or charges for moving my service to another company they released them and that was the end of it I do not agree that ** *** was in a contract with Frontier Communications Thank you,*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** advises that he has not received the Amazon gift card promised to him by FrontierFrontier has
investigated the above statements and offers the following response: Frontier advises our records indicate Frontier sent Mr***’s gift card on September 29, Frontier has spoken to *** *** on October 3, and *** *** confirmed receiving his Amazon gift cardWe 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

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
Regards,
*** *** What number have they called from? Why did they not leave a message?

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
1. The woman who contacted me from "the office of the president" was completely incompetent. She simply called me to tell me that she was going to have someone else call me... When that person called, described as a manager, he did not have any clue as to the nature of my issues. So he was either too lazy to communicate internally (which is what I suspect) or the initial woman from "the presidents office" did bother to forward any information. The NET, ZERO traction was made in resolving my issue.2. After realizing that "the office of the president" was more pathetic than working with the local offices, I resumed my battle with the local staff. FINALLY, I found one, Amanda, who promised to help. She was successful is sending another technician out (this was the 4th one) who had enough sense and experience to get the job installed ALMOST correctly. The NET, I no longer have a cord coming out the window of my barn and running yards to my house where the previous technician left the modem sitting on a bucket on my back patio. THE NEW PROBLEM: I now have cord running yards from my house, across my driveway and out to the street.... The fact that Frontier would now state that this job is complete is OFFENSIVE...and further proves my point that the leadership of this organization does not care AT ALL about their customersThe INITIAL tech who ran the cord from my barn to my brand new $1.4MM house drilled about holes into the interiors walls of my barn and into the cedar shake on my back porch. **Who in their right mind would ever think that is OK??!! NO ONE at frontier has made any attempt, whatsoever, to resolve that matter either. SO NO, THIS MATTER IS NOT RESOLVED! As I told the woman from "the presidents office", she and Frontier Communications is a joke! The hardest people to communicate with....a communications company. The leadership is absolutely the worst I've ever dealt with...investors should fire the CEO
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 called once while I was at work, unable to answerI was emailed one timeVery quick response to call me "unreachable"My response via email the same day I was contacted:The situation is fixed now, but I spent hours on the phone, and a daywithout internet to get thereI was told the only way to get rid oftv/phone was to close my account and open a new oneI was told Iwould not require a credit checkWell, it ended up requiring a creditcheckThis was unacceptable, and I only stayed with frontier becauseI couldn't get another provider without having even more down timeIwas not told my internet was being cut off when it wasThis happenedabout a week before my wedding, causing my now wife to almost gobezerkI wasted countless hours of my life on the phone and am stillupset about itI asked to have my old account's credit be applied tothe new account, and told I couldn'tAm I going to have this negativebalance refunded to me?
Regards,
*** ***

Thank you for referring the complaint of Mr*** C *** to our office for reviewWe appreciate Mr*** C *** bringing this matter to our attention The Complaint states that: Mr*** C *** advises he would like Frontier to honor price offeredFrontier has investigated the
above statements and offers the following response: Frontier spoke to Mr*** C *** on September 14, 2017. Frontier explained that changes made will take effect on the next bill cycleFrontier advised bill cycle is the 28th of each monthOrder *** was issued on August 28, and the Frontier bill was already printed and sent outFrontier explained that all promotions were activated and we have set a follow up to ensure bill accuracyWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** C *** 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 requested to cancel her Frontier Internet due to service issues and was told she would be
billed an early termination feeMs*** states that she was not on a contractFrontier has investigated the above statements and offers the following response: Frontier records shows that Ms*** was on a 1-year term for the phone and Internet services which have been automatically renewed each yearFrontier advises that the auto renewal provides continued discounts for the services that Ms*** was subscribed toFrontier advises that the term dates are printed next to the products on every statement providedFrontier also advises that the auto-renewal information is printed on every statement under the “Important information” section of the bill advising customers of the renewal date, that they can contact Frontier to cancel the auto renewal prior to the renewal date, and the early termination fees that could be billed if the services are canceled prior to the end of the term.Frontier advises that the Internet services were removed on May 1, Frontier advises that Ms*** will not be billed an early termination fee for removing the internetFrontier advises that the term was removed from the telephone service on May 1, and she will not be billed an early termination fee she chooses to cancel the telephone serviceFrontier spoke with Mr*** on May 2, to review this information with himWe 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*** states that she has called Frontier multiple times since January, requesting credit for her Frontier landline telephone outage that she experienced in December 2015, however has received no resolution. Ms*** states when she calls Frontier the Frontier customer specialists inform Ms*** that they have issued her credit for her outage, however the credit is not appearing on Ms***’s Frontier telephone statementFrontier has investigated the above statements and offers the following response: I have spoken with Ms*** today, April 28, and I have issued Ms*** a credit of $for her Frontier landline telephone outage. This credit is the amount Ms*** had indicated that she would receive. I have also credited Ms*** $for her late payment fee. The total credit amount reflecting on Ms***’s Frontier statement as of today, April 28, is $33.58. Ms*** has my direct number, ###-###-####, to call next month if she has any further issues. I have apologized to Ms*** for the inconvenience she had experienced. Ms*** is satisfied with the credit amount and the resolution.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

Frontier CommunicationsThank you for referring the
complaint of Elaine
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Ms*** advises that she cancelled her internet services and was advised she would be billed a full
month and not be refundedFrontier has investigated the above
statements and offers the following response:Per Frontier records Ms*** was sent notification along with all Frontier customers advising that we have updated the Terms of Services (TOS) that apply to their Frontier Internet service.The updated Frontier Internet TOS are posted at www.frontier.com/terms and enclosed in the billBy using or paying for Frontier Internet services, you are agreeing to the updated Frontier Internet TOS.Frontier also sent a second notification bill inserts back in August/September Frontier bills TV and Internet services in advances for the following monthTermination of your TV and/or Internet services will be effective on the last day of your Frontier billing cycle.If you cancel your TV service and/or Internet services after your bill date, the services will remain available to you through the end of the period for which you have been billed in advanceNo partial month credits or refunds will be provided for services previously billedWe 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: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate them bringing this matter to our attentionThe Complaint states that:*** *** advises that she has experienced poor internet connection for the last monthsFrontier has investigated
the above statements and offers the following response: Repair history shows the following trouble tickets reported * *** -06/as no dial toneThe ticket was closed 07/01/as open connector, aerial*** reported 06/18/17-as no dsl syncThe ticket was closed 06/27/as broken fault, ***-05/28/as no dsl syncThe ticket was closed 05/31/as programming issue*** 05/02/17- as frequent disconnectBad sectionConductorOn July 12, a credit for $was applied for the time out of serviceThis should reflect in one to two bill cyclesA Frontier representative attempted unsuccessfully to reach Mrs***A contact letter was sent on July 12, We trust that this information will assist you in closing this complaintWe regret any inconvenience that *** *** may may have experienced as a result of the above matter.Frontier Specialist: Amy B*** Department: Consumer Relations

Per Frontier records, Ms*** currently bills $59.99/FIOS 50/Data + $93.99/Ultimate HD TV + $15/MDVR + $19.99/Rm HD Receivers + $10/Router + $14.99/Starz and Encore = $- $50/Discount = $163.96 plus taxes monthly I spoke to Ms*** and she advised that she was told her
monthly bill would be approximately $per month plus taxes. Unfortunately with the current products on her account, we have no way to make them bill a total of $+ taxes per monthThere aren’t any notes confirming that she was given that monthly amount by a Frontier agent As a courtesy, I offered to adjust her January, February and current billing statements for the difference in price (price billed and $129 plus $31/taxes)….as long as she understood that she would bill $163.96 plus taxes going forward. Ms*** accepted the offer. Total credit is $189.29… Jan/$+ Feb/$+ Current/$56.27. I advised that it would take up to hours for the adjustment to apply to her balance. Once applied, she will owe $ Mrs*** is satisfied with resolution.Case Closed

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 did get confirmation that after I paid frontier the that dish did credit that to my account
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Again, Frontier advises that per tariff we are only liable for credits based on the daily service rate for the length of the specific service outage.Frontier has reviewed the account for any possible coaching opportunities or disciplinary actionThese are internally addressed. 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 Communications
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention
The Complaint states that:
• *** ***’s billing is higher than the quoted and has ongoing billing concerns
Frontier
has investigated the above statements and offers the following response:
• Frontier has found that *** ***’s was quoted for $per month before taxes for a service upgrade on 10/07/
• Frontier has found that *** ***’s changed her service times in a billing cycle within a couple of days and prorated charges reflected for both changes on the bill she received for $
• Frontier has found that *** *** called on 10/29/and wanted to go back to what she was paying before she changed her services due to not having a proper explanation of charges
• Frontier has found that *** ***’s account was not put on Frontiers Every Day Low Pricing and the customer service representative advised can bring the billing down to $before taxes
• Frontier has added a credit of $and added a promotion of $per month for months to *** ***’s account
• 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

Frontier has investigated the above statements and offers the following response: Frontier has issued credits to Mr***’s account as a one-time courtesy.Frontier has contacted the customer, ensured satisfaction, and provided contact information noted below 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

Current charges for bill have been steady at approximately $month since TV added 5/26/16; order written 3/13/which will reflect new discount of $for year

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*** had no Internet service from December 21, and had several calls to technical support Frontier has investigated the above statements and offers the following response: Frontier sent a technician out to the location on January 20, and removed bridge tap and was able to get working service to *** ***. Frontier has issued a two month Internet credit to the account. Frontier also requested a Technical support person contact Ms*** regarding Wi Fi issues 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

Frontier CommunicationsThank
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 isn’t able to access her video collection and when she can it doesn’t
work the way it should.Ms*** states that she wants to be reimbursed for her video library that she purchased through Verizon for $1,500.00Ms*** states she was told she would lose access to her movie collection is she cancelled her service.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 Frontier. VOD content is now available, including those movies and TV shows previously purchased by customers. Frontier apologizes for any inconvenience this may have causedFrontier has reviewed Ms***’s account in its entirety and shows no repair requests made since acquisition on April 1, and shows live chat and call to Frontier Customer Service.May 17, requesting credit for her VOD.Ms*** received credit in the amount of $60.00.Fios VOD library is not a service that can be credited due to Terms of Purchase Agreement that is clear and had to be accepted and agreed to, twice, for each VOD purchase from VerizonJune 25, requesting additional credit for VOD, removal of HBO & 2-day out of service credit request.VOD credit was denied, see attached Verizon Terms of Purchase Agreement.Out of service credit was additionally denied since there was no record of any trouble being reported.Ms*** escalated to a Chat Supervisor and was subsequently given a day out of service credit for $Frontier’s out of service credit criteria is, service must be out for hours and be verifiable within the trouble reporting system to receive out of service credit.Frontier has placed an escalated request to technical support to reach out to Ms*** within hours to assist her to retrieve her VOD titles, to trouble shoot or send a technician out if needed to get this resolved as soon as possible.Frontier advises that in the future there will not be any credits provided for service trouble that hasn’t been reported directly to the Fiber Solution Center Technical support service.They can be reached directly hours per day at ###-###-####.This number should be taped to any TV box for easy retrieval when needed.This way outages over hours can receive the appropriate out of service credit to the account.Frontier advises that no credit will be issued for VOD library loss per the terms of purchase agreement originally agreed to at time of purchase with Verizon.Per the Terms of Purchase at any time previously purchased video viewing may be removed and or no longer available.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: *** *** Department: Executive Consumer Email: *** Relations