Frontier Communications Corp.

Frontier Communications Customer Name: *** *** 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*** advises that Frontier is charging a $early termination fee and he only had service less than one month Frontier has investigated the above statements and offers the following response: Frontier investigation found there Mr*** was contacted and Mr*** advised that account was under his wife’s nameMr*** provided the account number and Frontier was not able to find on that account any fee for early termination feeFrontier has provided Mr*** with direct contact informationMr*** will contact Frontier if he receives another statement that shows fee for early termination fee 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 reviewed Ms***’s account and found the following:Ms*** established service on January 18, 2016. The bill and payment history reflected below shows that Ms*** has been carrying an unpaid balance since September as no payment was received. If Ms
*** made a payment in September 2016, proof of payment will be required to investigate further. Ms*** called in January to inquire on lowering her bill. Consultants have advised that there is no promotions available to lowering her internet pricing and offered to lower the speed which she was not interested in.Ms*** was billed an $Technician Isolation Charge on the February 1, bill statement in association with trouble ticket #4277120. Ms*** disputed the charge stating that she was not informed. A credit of $was applied to the account on March 12th for a one time courtesy credit offered in January due to misinformationA credit of $was applied to the account on March 13th waiving the isolation charge plus tax Bill and Payment History Bill Date Due Date Current Unpaid Total Due Payments / Charges Balance Received02/01/16 02/25/16 $97.37 0 $97.3703/01/16 03/25/16 $67.92 $97.37 $165.29 ($97.37) 03/11/16 ($67.92) 03/24/1604/01/16 04/25/16 $78.37 0 $78.37 ($78.37) 04/26/1605/01/16 05/25/16 $65.82 0 $65.82 ($65.82) 05/27/16 06/01/16 06/27/16 $65.82 0 $65.82 07/01/16 07/28/16 $67.95 $65.82 $133.77 ($68.00) 07/18/16 ($66.00) 08/01/1608/01/16 08/25/16 $65.82 ($0.23) $65.59 ($65.59) 08/26/1609/01/16 09/26/16 $65.82 0 $65.8210/01/16 10/25/16 $67.95 $65.82 $133.77 ($66.00) 10/17/1611/01/16 11/25/16 $67.95 $67.77 $135.72 ($67.77) 11/17/1612/01/16 12/27/16 $61.17 $67.95 $129.12 ($30.00) 12/06/16 ($37.95) 12/13/1601/01/17 01/25/17 $62.48 $61.17 $123.65 ($62.00) 01/16/17 (11.91) credit 02/01/17 02/25/17 $161.18 $49.74 $210.92 ($49.74) 02/17/1703/01/17 03/27/17 $62.48 $161.18 $223.66 (83.33) credit (98.70) credit Ms***’s account currently reflects a balance due of $for the March 1st bill statement. Frontier advises that no further credit is warranted

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 Frontier that he was billed for a service that was never installed Frontier has
investigated the above statements and offers the following response: Frontier spoke with Mr*** on March 6, and advised the account in questions ***has been credited to a zero balance and removed from the collection recordsWe 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
I have spoken with Frontier representative Ben several times about the Area Manager contacting meOn Sept 14th and 19th, Ben called and said the Area manager would be calling meArea Manager never hasFrom the beginning, I have asked for someone locally to call me and address the issue and no one hasAfter talking with other Frontier customers in this area, this seems to be a common occurrenceI assume they think I will just go away so I will take it State of Indiana Attorney's Office and my local CongressmanI really don't know what else to do since they will not address my issueThank you
Regards,
*** ***

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 she has had ongoing issues with her Frontier internet service over the past years. She
advises that it still continues to go down and frequently has to unplug and reboot her modemMs*** advises that an appointment was set up for a technician to repair her internet service, for the week of January 16, The technician did not show up at the agreed upon time, and she never received a courtesy phone callMs*** advises that she want to have the highest speed of internet available, at a discounted rate Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms*** on February 1, 2017, and advises that a technician came out on January 31, 2017, repaired Ms***’s internet service, and left an extra modem for herFrontier left a voice mail for Ms*** on February 2, and sent her an email on February 6, 2017, informing her that she has the fastest internet speed available in her area, and her current monthly rate of $is the lowest rate available at this timeFrontier advises that Ms*** responded via email on Febuary 7, She advised that she will keep the internet service with Frontier, since the service is working better, and will try using the extra modem provided by Frontier if the problems with the internet service continue 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 Mrs*** bringing this matter to our attention The Complaint states that: Customer wants Frontier to zero out the customer’s accountCustomer wants Frontier to take no collections action
against the customerFrontier has investigated the above statements and offers the following response: Frontier has credited the customer’s account to a zero balance.Frontier will not be taking any collections actions against the customerWe 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

The Complaint states that:Customer states he requested to drop his phone service and upgrade his internet service and was told he would be charged a $Early Termination Fee to upgrade his internet serviceFrontier has investigated the above statements and offers the following response:
Frontier has reviewed Mr***’s account and found that he was on a term commitment that had just renewedFrontier stated they have removed the term commitment that was appearing on Mr***’s accountFrontier communicated the above information via email on March 14, and included direct contact informationWe 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

Thank you for referring the complaint of Brenda *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention.The Complaint states that:• Ms*** states she moved from her residence in October and contacted Frontier in November to cancel service.• Ms***
states Frontier continues to send her bills for a service she did not use. Frontier has investigated the above statements and offers the following response:• Account review shows Ms*** requested her services disconnected on 11/18/ A disconnect order was placed that same day • Account review shows that the pro-rated credits for the disconnection of service missed the 11/20/billing statement due to the proximity of the billing cycle to the disconnect order date The 12/20/billing statement accurately reflected the pro-rated credits back to the date of disconnection leaving a closing balance owing of $ Account review shows Ms*** paid the balance of $however the payment was received on 1/26/after the 1/20/bill had already generatedMs***’s Frontier account currently has a zero balance. 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

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. Frontier was actually very professional and timely in this matterThey reached out to me directly to inform me of their decision and I have paid the remainder of my balance in fullThank you to both sides for your help on this matter
Regards,
*** ***

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*** is disputing his bill for Frontier services, stating he should be paying $per month for Frontier
Internet Frontier has investigated the above statements and offers the following response:Frontier reviewed Mr***’s account and determined that, due to a system error, Mr*** was billed incorrectlyFrontier placed an order to correct the pricing on January 10, A credit was applied and will appear on the January 21, bill statementFrontier spoke with Mr*** on January 15, advised of the above informationIf Mr*** has any additional questions he has been provided direct contact 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

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'm still wondering why when I terminated the account that they did not honner my request to port my number to Spectrum and to put a freeze of days on my phone number? This blocked Spectrum from setting up my new accountI had to call Frountier to demand the immediate release of my phone number. After I received my first statement which showed no additional charges and a refund was determined I called to demand the release of MY MONEY !! I asked how I could place additional charges to a canceled accountAll they told me was "It was there policy!! I told them that I had a policy too! That money owed to me was due on cancellation of contract when a statement of credit was issuedThey continued holding my money along with many other consumers for an extended period of time which still generated earnings for Frountier
In today's speed of computers and record keeping Frontier knew within days after the termination of my account what the final charges were

Mr*** advises that when he spoke to a representative in November of he was promised a rate of $a month plus taxIn the months that followed Mr*** advises that he continued to be overbilled Mr*** advises that he could not get this
issue resolved with customer service. Frontier has investigated the above statements and offers the following response: Frontier advises a discount has been added to his account and his monthly recurring charge now reflects correctly as $143.99.Frontier advises credit was added to Mr***’s account in the amount of $for backdating discounts that were missing

Frontier has investigated the above statements and offers the following response: Contact was made with Ms*** on May 5, in regards to the complaint. She explained that her mother, ***, called requesting the $internet service; however she was subsequently billed for phone,
internet and security service which she has been disputing. It was explained that the $internet pricing is only available when bundled with an eligible voice product and the stand alone internet pricing would be $34.99. Ms*** stated when calling to dispute the stand alone option was never mentioned and her mother later found it on the website. I apologized for the misinformation and placed an order to change the account to Simply Broadband Max service for $per month. A request has been submitted to credit $to correct the billing to reflect the Simply Broadband Max service as well as waiving late payment fees and a reconnect feeFollow up will be done on the next few bill statements to ensure that the billing has been resolved

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 have not received clarity on whether Frontier will honor the $p/m plus taxes and fees that we agreed to in my initial chat with Vince in August. Vince also in writing told me that there is no contract term and I wish to know in writing from frontier if they intend to honor this also. I have submitted a copy of the chat with Vince to Frontier so I have this in writing. The initial response from Frontier does not address my complaint
Regards,
*** ***

Frontier CommunicationsThank 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*** ***
advised that she was promised a $Amazon Gift Card that she has never
received.Ms***
states her bill was supposed to be $per month.She was charged
$for a repair visit, but was told she would not be charged if the
issues were not found on her end.Frontier has investigated the above statements and offers the
following response:Ms*** ***s account was disconnected on July 10, 2017.We found equipment trouble on the customer’s sideFrontier advises that the process of Gift Cards begin once the customer pays their initial bill; (after accepting the promotion) they receive their gift claim e-mail days after the service order posts.We spoke with Ms*** on July 2, and explained applied credits appear within to days, on a future statementProrated credits will also be forthcoming because we bill in advanceA Final bill will be issued that will reflect her remaining balance, which will be less than her June 25, bill of $54.01.We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Ms*** *** has experienced because of the above
matter.Frontier
Specialist: Bridget G*** Department: Executive
Relations

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 reviewWe appreciate Mr*** bringing this matter to our attention.The Complaint states that:• Mr*** states he had Frontier Internet and television for just over months and was promised a $Amazon Gift cardMr***
states the service was established on 10/28/and he had no minimum contract and his payment was to be $per month.• Mr*** states he did not receive a billing statement for several months, and then received a bill without explanation for $266.00, which he paid. • Mr*** states he never received his Amazon gift card.• Mr*** states his Internet never worked properly and as a result of this cancelled his service with Frontier.• Mr*** states he received a bill in the amount of $for services he didn't use Frontier has investigated the above statements and offers the following response: • Account review shows Mr*** established Internet and televisions service on 11/3/and was billed $before taxes and surcharges which is the correct rate for his area and products selected Mr*** also selected the $Amazon gift card offer. • Frontier records show Mr*** contacted Frontier on 1/12/regarding not receiving his billing statements and Frontier confirmed his billing address was correct and sent him a copy of his statement via e-mailThe initial billing statement that generated on 12/1/was for $ This statement was higher than due to the full month of billing and partial charges from 11/3/16-11/30/16, this bill also included a one-time $Shipping and handling fee which is valid Frontier provided an additional credit of $for the difference in pricing that Mr*** states he was quoted which was applied to his 2/1/billing statement.• The Amazon Gift card promotion is fulfilled days after the initial service order completes and the first Frontier bill is paid in full Mr*** disconnected his account prior to the day fulfillment period. • Account review show shows Mr*** contacted Frontier regarding frequent disconnects on 1/17/and technical support was unable to troubleshoot appropriately without a hardwired connection, notes advise that Mr*** threatened cancellation and was transferred to customer service There are no prior notations or trouble reports regarding Internet service issues • Account records show Mr*** disconnected his service on 1/27/and received pro-rated credit on his final bill to the date of disconnect. • The balance owing of $was for services utilized from 1/1/to the date of disconnect on 1/27/17, which also included $in video on demand charges These charges are validAccount review shows Frontier received a payment in full on 4/6/17. 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.Sincerely,Frontier Executive Customer Relations

Thank you for referring the complaint of Ms*** L *** to our office for reviewWe appreciate Ms*** L *** bringing this matter to our attention The Complaint states that: Ms*** L *** advises she would like Frontier to credit the Early Termination Fee
Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** L *** on September 6, 2017. Frontier reviewed account and explained that we have issued out of service credit for each trouble ticket reportedFrontier advised Ms*** of the early termination fee and terms are printed on each billWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** L *** 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 find that this resolution will be satisfactory to me pending the arrival of my refund check
Regards,
*** ***

Tell us why here...Frontier Communications
Complaint Number: N/A Company Code: N/A
Customer Name: *** *** Phone: ***
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention
The Complaint states that:
• Frontier has not stopped sending bills for their old account and has started sending collection notices and threatening to take additional action
Frontier has investigated the above statements and offers the following response:
• Frontier has found that *** *** was issued a credit for $for no phone service and $off for year and their old account has been cancelled as of 8/15/
• Frontier has found that *** *** was still being charged for long distance calls
• Frontier has made sure the old account 210-121-xxxxx has a zero balance and is no longer active
• 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
Telephone Number: ###-###-#### Ex *** Fax Number: ###-###-####