Frontier Communications Corp.

Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: The following information was notated on the March 12, billing
statement: Discounts ended on your account this monthFind expiration dates in your discounts on page 2.The Fios promotional discount of $expired effective April 08, and therefore; was not reflected on the April 13, billing statement.Research determined that an order was initiated back in April to add the Starz/Encore packagePlease note this matter was referred to the appropriate manager for coaching and trainingA manual credit adjustment of $was issued for the expired promotional discountThis credit ($28.05) posted to the May 13, billing statement.The May 13, billing statement contained charges for the Starz/Encore package at $17.99.The June 13, billing statement total amount due was $This bill contained charges for the Starz/Encore package at $In addition, manual credit adjustments totaling $posted to this bill and a system generated credit of $for Starz/EncoreThe July 13, billing statement contacted charges for the Starz/Encore package at $17.99.A manual credit adjustment of $posted to the June 13, billing statementEffective July 20, the account was disconnectedPro-rated credits totaling $were generated back to the effective date and posted to the August 13, billing statementA credit adjustment was submitted for the amount of $The credit adjustment was reviewed and it was determined that the credit was not warranted and therefore; the credit adjustment was deniedPlease note credit adjustments are subject to an approval processCredit adjustments may be denied if research determines that the credit is not warrantedThe account balance is $These charges are valid and sustainedOn March 21, I attempted to speak directly with Ms*** however; I left her a voicemail and provided my contact number We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

Frontier repaired the service on December 7, Frontier cleared a slight short off the line
and replaced the Internet modemFrontier spoke with Mr*** on December 10,
and verified the service is working to his satisfaction. The customer has our
contact information and is currently satisfied with our resolution

Thank you for referring the complaint of *** ** *** to our office for reviewWe appreciate *** ** *** bringing this matter to our attention The Complaint states that: *** ** *** states she has been billed incorrectly for international callsFrontier has
investigated the above statements and offers the following response: Frontier advises the account has been adjusted to reflect the rate that Ms** *** was advised of.Frontier advise it spoke to Ms** *** and discussed an international plan that suits her needs and was placed on the account on October 30, 2017. Frontier advises that it has spoken to *** ** *** on November 1, and advised her that the account has been adjusted and discussed the correct rate for making calls to Portugal 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

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
This has been an ongoing problem for many years with Frontier. They have been overcharging me every month for years. I have asked for complete copies of all my bills dating to the start of service, but they refuse to provide this and they have no deleted all prior bills from my account page. They owe me well over $3,so while I appreciate that they are finally now making an effort, it does not go far enough and I would like the phone line that they lied to me about needing to have, be refunded from the start of service until termination.
Regards,
*** ***

Frontier has investigated the complaint and offers the following response: Frontier repaired the issues and issued a time out of service credit for days.Frontier contacted Mr***, and he was satisfied with this result

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 said they would see what they could do about this situationThen they did not return my callsAs I stated before, added information to the bill at a later date does not make it valid or legalI was never informed of an early termination fee and do not feel I should be charged oneI never signed a contract agreeing to one and never verbally agreedI still wish to have the fee waivedMy husband has not yet complained about the hard credit inquiry on his credit report when he never even spoke to anyone or the fact that the account was placed in his name when I was the one requesting a phone lineThe entire account was handled incorrectly and we let it all go except the $feeIf I was the one entering the information into the computer and got it wrong, I would accept my errorsI never had any control of the actual computer work and do not feel I should be penalized for an employee doing their job incorrectly.
Regards,
*** ***

This complaint was filed recently and closed after 'Frontier' contacted Revdex.com and stated that the issue was resolvedI am still being overchargedThey credited some of the overcharges but continue to bill me for the same thingIn addition I am still receiving late charges because of these charges being carries from month to month...I want my billing corrected so that I can look for another provider who will not attempt to bilk me for funds not due...I believe this company is purposely trying to 'steal' money unscrupulously

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*** advises she has had trouble with her connection Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on July 6, 2017. Frontier has issued a credit to the accountFrontier has replaced the modem on July 5, Ms*** was not satisfied with Frontiers Response.Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and network interferenceCustomer speeds may vary over time.Frontier made several attempts to reach Ms***; however, we have been unsuccessful in speaking with herFrontier has left several message for Ms***Frontier emailed a ‘Please Contact Frontier’ letter to Ms*** and have not received a responseIf Ms*** continues to experience service issues, she may contact the Internet Help Desk at ###-###-#### or Frontier Repair at ###-###-#### for assistance

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 his telephone service has been out since the first week of September,2016Mr*** states that as
of October 11th, he still has no telephone service.Mr*** states that his internet and television services are working.Mr*** states that he has sent emails and phone calls to have his telephone service repairedFrontier has investigated the above statements and offers the following response: A review of this account shows the first report of Mr***’s service disruption was called into Frontier on September 30th, 2016.A trouble ticket was placed for Mr*** and scheduled to complete on October 1st, and not completedThe technician assigned the ticket noted that he called and arrived at the customer’s home and no one was thereThe ticket was closed due to no Access.An technical support representative placed and completed an additional trouble ticket for the customer on October 21stThis ticket was noted as complete, technician noted that the dial tone was present, that calls were able to be made from and to the lineA Frontier representative has adjusted a credit in the amount of $to Mr***’s account for the days he was out of telephone service.A Frontier representative has attempted to reach Mr*** multiple times at his listed call back number and at the email address he supplies, and has been unable to reach himWe 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 CommunicationsComplaint Number: 11963577 Company
Code: N/ACustomer Name: ***
*** Phone: 210-022-8409Thank you for referring the complaint of Mr*** ***
to our office for reviewWe appreciate Mr***
bringing this matter to our attention.The Complaint states that:Since the
transition to Frontier, his bill increased.He states
payments were sent to Verizon and that he is disputing service
interruptionFrontier has investigated the above statements and offers the
following response:Frontier advises that Mr*** *** and *** were notified via email of the following: that Frontier followed all regulatory requirements to ensure that the conversion on April 1, was known and public.We further advised the customer of no address updates received and none passed over from Verizon of any notification of address change.The *** have further been advised that $in erroneous were applied and no other credits are owed.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.Frontier
Specialist: Bridget G*** Department:
Executive Relations

Tell us why here
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention.The Complaint states that: Ms***, at ###-###-####, states that she has been incorrectly billed monthly for her Frontier Internet service. Ms*** states that she should be receiving an extra $off her Frontier monthly bill due to her being an on-line auto-pay billing customer with Frontier.Frontier has investigated the above statements and offers the following response: Ms*** is receiving the correct monthly rate for her Frontier Internet service. Ms*** is on Frontier’s promotional rate of $per month as well as receiving a $monthly discount off her Frontier Internet service for having signed up for Frontier’s online auto-pay billing service. Ms*** is paying $per month for her Frontier Internet service monthly and there is no lower rate available. As of today, May 24, I have tried to contact Ms*** on her contact number, ###-###-####, however have been unsuccessful in reaching Ms*** to inform her of this information. I have mailed a letter out today, May 24, to Ms*** to call me at, ###-###-####, so that I can further assist herWe 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
The technician did come to the house but again the problem is not correctedMy wife spoke with the escalation department and was informed that the issue is because we live in a “high demand” area and the lines do not support the amount of internet users currently relying on themOur home is in a remote location and they stated that they would forward the issue to the management team at our local frontierAs much as they claim they come and fix it, they don’tUltimately the lines need to be replaced in the area to provide us with the “high speed internet” they advertise and we pay for but do not have access to! They call and walk us through speed tests that fail because the internet isn’t working properly!
Regards,
*** ***

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 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 the account was set up by Verizon in March of and that she was quoted a
rate of $99.99/mo plus taxes and her bill is not reflecting that pricingShe is also requesting the $Visa card promised to her by Verizon and an investigation into Frontier for fraudulent practices as Frontier is attempting to charge her for a reconnection fee already paidFrontier
has investigated the above statements and offers the following response:Frontier has reviewed the submitted complaint and has found that Verizon had provided the customer with a rate of $112.98/mo + taxesThe first two bills generated on 4/20/and 5/20/were $higher than the quoted amountMs*** spoke to a supervisor in customer service who applied a $adjustment per month for twelve monthsThis honored the rate of roughly $after taxes that Ms*** states she was promised by VerizonFrontier has reviewed each bill since and Ms*** has received discounts/adjustments for time out of serviceAny fluctuations in the bill have been due to minor late payment feesThe most recent bill dated 3/20/was approximately $higher due to Ms***’s $video promotion expiringThis promotion was clearly labeled on the bill each month since the acquisition in April of Frontier advises Ms*** to contact customer service at ###-###-#### when her other $promotion expires in May to discuss other possible pricingMs*** is not currently locked into a contract with an early termination penalty fee.Frontier has investigated the reconnection fee mentioned by Ms***Ms*** has not paid a reconnection fee on the account since its establishmentMs*** was charged a Reconnection charge on the January 20th, cycle of $However, it was adjusted and removed upon the February 20th, bill cycle in the amount of $This can be viewed under “Other Charges and Credits from Prior Periods” on the 20/20/bill cycleMs*** has not been charged a reconnection fee sinceFrontier has investigated the $Visa gift card requested by Ms***During the month of March 2016, Verizon had two promotions available for customersEither $off a month for months or a $Visa cardMs*** received the $20/mo adjustment for months making her ineligible for the visa cardNo notations from Verizon are available as to Ms*** being advised that she was signed up to receive a Visa cardHowever, as a courtesy, Frontier will honor a $bill credit per month for four monthsA total value of $These bill credits will begin on the April 20th, bill cycleWe
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: Austin B*** Department: Executive Consumer Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that: Mr*** states he was billing higher than quotedFrontier has investigated the above statements and offers the following
response: Research determined Mr*** was quoted $excluding applicable taxes and surcharges.Records show a credit totaling $was applied for the billing difference on December 6, 2017.On December 4, service order completed porting service to another providerOn December 13, a credit toaling $was applied for the rate difference on statement date December 1, This should reflect in one to two bill cyclesWe trust that this information will assist you in closing this complaintWe regret any inconvenience that *** *** may have experienced as a result of the above matter.Frontier Specialist: Amy Buchanan Department: Consumer Relations Telephone Number: *** xt 114-*** Fax Number: ###-###-####

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** *** advised he cancelled home Television and Telephone service with Frontier in July He choose to keep
Wireless Internet services with FrontierMr*** advises, his new Internet bill would be a month before taxesIn August he paid which was an overpaymentHe was told his order was stuck in the system and his billing would be correctedMr*** advises, he would like his account updated, and reflect the correct charges and his overpayment creditedFrontier has investigated the above statements and offers the following response: Frontier advises the order was physically worked in the systemThe prorated billing had not updatedFrontier advises, Mr*** Internet service is plus taxFrontier has pushed the order to the billing systems, and all records have been updatedThe October billing reflects all credits due to Mr***, and there is no payment due at this time.Frontier was unable to reach Mr***, and explained what has been done to resolve this issueMr*** has been sent a Call Frontier EmailWith a Frontier Associates name and direct contact informationWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** 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: Customer states they have slow internet and have to reboot several times per dayThey had a recent outage of
phone and internet that lasted six days Frontier has investigated the above statements and offers the following response: Frontier advises the phone and internet outage was resolved on March 2, The appropriate credit has been applied to the accountFrontier dispatched a technician on March 13, 2018, as Ms*** was still reporting internet issuesThe technician replaced the filter and modemAfter making the repairs the modem was staying in syncWe 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

Complaint Number: *** Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that Frontier is not providing contracted tv channels and service calls fail
to resolve issueFrontier has investigated the above statements and offers the following response: The Frontier representative spoke with *** *** on 5/4/regarding the loss of channels in her channel packs. The representative was able to restore the channels thru the provisioning system and issued credit to the account for $for both days time out of service and a good will credit. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** and *** *** have experienced as a result of the above matterFrontier Specialist: Sandra Telephone Number: ###-###-#### Department: Frontier Customer Relations

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: *** has been without the use of his premium network applications for months
Frontier has investigated the above statements and offers the following response: Frontier called *** and explained how to use each app and made sure each app was activated so that he is able to use them.Frontier left *** with a direct contact at Frontier for further assistance if needed. 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 Communications
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention
The Complaint states that:
• *** *** tried cancelling service for some time now with Frontier
• Since the transfer from Verizon to Frontier she has never had a pin number and her checking account information was also transferred to continue payments automatically
• *** *** called corporate and had her account cancelled on August 10, A payment was drafted for $and was advised she would receive a refund
• *** *** again was charged on September 2, for $after receiving an email stating the Electronic Funds Transfer was cancelled
• *** *** has received bills showing a credit for $only and was told the other $would have to go through Frontiers collections department
• *** *** was advised was not going to get a refund for more billing cycles
• Frontier continues to take money from a client that has cancelled and does not want to send her refund, stating she has to wait months for it to process
Frontier has investigated the above statements and offers the following response:
• Frontier has found that *** ***s pin number can be found on the billing statement
• Frontier has found that *** *** has cancelled her account on 8/10/
• Frontier has found has already been refunded $on 11/13/
• Frontier has issued an overpayment refund in the amount of $on 11/16/
• Frontier’s refund policy is to issue a check days from the date of service disconnection or terminationThis time period is required to ensure all outstanding charges or credits are posted to the closed accountFrontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account
• Frontier has made numerous attempts to contact *** ***, with no response
• 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