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 investigated the above statements and offers the following response: Frontier has removed the Early Termination Fee from *** ***’s account as a one-time courtesy.Frontier has contacted ***, ensured satisfaction, and provided direct contact information should ***
require further assistance 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

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: Mr*** advises that Frontier Communications was his telephone and Internet provider for
five years, the service was so bad that I could not get them to fix the issues with our lines. We had service technicians out to our home many times due to the company’s lack of listening to the repair technicians. Mr*** advises that the lines were broken and sticking out of the ground for months because they were routed through the middle of our cow pasture. Frontier was advised by the repair technicians to reroute the lines up by the road and the fence line however they disregarded this advice and rerouted right under two of our roads within the pastures, therefore leading to more broken lines and my business suffering. $a month loss from April to October until I switched to another provider. Mr*** advises that Frontier was the only company in our area so we had no choice. Mr*** advises that he has pictures for proof of the lines sticking out of the pasture and he has advised Frontier that he cannot pay the bill because it cost him $a month loss due to them not repairing his lines.Frontier has investigated the above statements and offers the following response: I have checked with the local technical supervisor and general manager in his area and the technicians and no one remembers. I have already submitted a request for credit for the balance owed of $with our collections department and it was denied stating they need more proof. I have called many times and it just rings to get in touch with Mr*** to advise him that I am going to need the pictures either mailed or emailed to me so I can attach them with the request to get the balance of $credited off his account. I just mailed out a call me letter so I can get this resolved for Mr***.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 has investigated the above statements and offers the following response: Frontier adjustments sometimes have to seek approval by executive managementPlease allow 2-billing cycles for adjustments to apply to the account.Frontier applied an adjustment in the amount of to
Mr***’s account on 02/25/Frontier has been unsuccessful in reaching Mr***, however a detail message was left including contact information. We regret any inconvenience that Mr*** may have experienced as a result of the above matter

Thank you for referring the
complaint of Jean
*** to our office for reviewWe appreciate MsBeacon
bringing this matter to our attention.The Complaint states that:Ms
*** states Frontier has not provided her a refund in a timely manner.Frontier has investigated the
above
statements and offers the following response:Frontier’s refund policy is to issue a check days from the date of service disconnection or termination.This time period is required to ensure all outstanding charges or credits are posted to the closed account.Frontier’s policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.Ms*** ported the service on August 2, 2016; however, Frontier expedited the refund request on September 28, 2016.Ms*** will receive a refund check for $within to business days of September 28, 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

The Complaint states that: Ms*** advised that she would like Frontier to correct bill and stop sending this non existing account to the Collection Agency. I called Frontier to cancel my order Frontier has investigated the above statements and offers the following response:
Frontier spoke to Ms*** on April 10, and explained that Frontier has issued credits to reflect a zero balance. Frontier apologized for the inconvenience. Frontier provided Ms*** the direct number to Executive Relation Team for any additional concerns. 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 *** M*** to our office for review The Complaint states that: Mr*** advises that Frontier owes him more money than they are offering him on a refund Frontier has investigated the above statements and offers the following
response: Frontier advises that the services had only been reported out for two months therefore, we can offer months as a credit.Frontier spoke with Mr*** and advised that this was all we could give for the situation, Mr*** understands the credit balance and the refund has been processedMr*** has direct contact information for future concerns. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** M*** has experienced as a result of the above matterTell us why here

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

Thank you for referring the complaint of *** ***-*** our office for reviewWe appreciate for bringing this matter to our attention The Complaint states that: *** ***-*** advises she was experienced difficulty dialing a specific telephone number
Frontier has investigated the above statements and offers the following response: Repair history shows the following trouble tickets reported in 2017: *** reported January 13, as can’t receive calls. The ticket was closed * *** reported January 13, as Optical Network Terminal (ONT) is hanging and not screwed in all the wayThe ticket was closed January 13, as top locks slipped out, locked ONT in place*** reported February 9, as call qualityThe ticket was closed February 11, as no trouble found on customers endMrs***-*** provided feedback regarding her experience with two Frontier representativesThis information has been forwarded to their respective departments for internal handlingOn March 23, a service performance guarantee of $was applied for Ms***-*** difficulty reaching the pharmacy A Frontier representative spoke with Mrs***-*** who advised the issue has been resolved and satisfied with the resolution. We 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

Good Morning,This issue has been resolved. As a Customer Relations goodwill gesture I have issue two weeks credit in the amount of $to Ms***'s account.Thank You,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*** advises that Frontier promised a credit of $Mr*** would like Frontier to honor this
creditMr*** explained that frontier was going to charge him early termination fee, because he cancelled serviceMr*** would like this fee to be waived Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on December 28, and advised him that we would honor the credit of $and Frontier all so waived $late feesFrontier did not charge Mr*** an Early termination fee due as a courtesyMr*** agrees to resolution 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

I did not and do not accept their offerI have no desire to open another account with the promise of promotions just to be lied to again .I was told that I didn't receive the gift card because it wasnt attached to my original order, this was on 4/However, I was originally told that on 4/my account was amended to show the gift card promotion and early terminationI don't understand the sudden changeI was offered an Amazon Prime account free for year and a possible credit after a certain time on the frontier account IF and only IF I opened another account with FrontierI would still have an account if they would have done what they said they were going to doI believe I deserve what I was promised because I held up my end of the agreement and a refund of my last month bill that I paid early and its billed a month in advance .I did not agree with their offerWe complied with our end of the dealFrontier is notRevdex.com:
I have reviewed the response made by the business in reference to complaint ID 12811911, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
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

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 *** & Associates advises her phone system was hacked and her business is being charged for
calls to Cuba they did not make Frontier has investigated the above statements and offers the following response: Frontier advised Ms*** that it a business customer’s responsibility to keep their phone system secure to help prevent hackingFrontier also advised Ms*** that we will issue credit for 50% of the fraudulent amount and credit will only be issued after the business pays their portion of the charges 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 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*** indicates that she has been billed $after contacting Frontier for assistanceMs***
states that she was advised upon disconnect that there was no balance owedFrontier
has investigated the above statements and offers the following response:Frontier finds that the balance of $is for the final two months of billing for services rendered in September and October 2016.Frontier finds that these charges are validCharges of $are billed for services rendered from September 16th to October 15th 2016, as well as $for partial month charges from October 16th to date of disconnect, October 31st 2016.Frontier finds that the last payment received on this account was in the amount of $which covers services rendered from August 16thto September 15th 2016.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: Allison S*** Department: Executive Consumer Relations

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 still do not see adjustments nor a clarification of my monthly chargesI don't want to have anymore contact by the agent whom is responding to my complaintDue to the untruth of the response say that I had already received a credit in fact it was deniedI feel the agent is not trustworthy and unconcerned not to mention when I spoke with her she was very rude and condescending
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 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 Mr*** bringing this matter to our attention. The Complaint states that:Mr*** states that he was billed an early termination fee for terminating his Frontier services and advises
that he did not have a contract with FrontierMr*** also advises that he was billed for Frontier services after the date of termination Frontier has investigated the above statements and offers the following response:Frontier investigated Mr*** complaint and advises that all Verizon contracts including terms and conditions for any services previously provided by Verizon’s local exchange operations were assigned to Frontier CommunicationsFrontier will maintain all terms and conditions of the relevant portions of the agreements through its expiration.Frontier made an adjustment to Mr***’s account for the early termination fee, as a courtesy, in the amount of $185.64. Frontier advises that Mr***’s services were ported out to another service provider on June 21, Frontier issued the June 19, statement before the service was terminatedFrontier also applied an additional credit in the amount for $to cover the loss of services prior to the service being ported outThe total adjustments that will appear on Mr***’s final Frontier statement will be $226.64.Frontier spoke with Mr*** on August 2, Mr*** requested that this information be emailed to himFrontier Sent Mr*** an email including the above information. 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 rebuttal of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Rebuttal states that: Mr*** advises that his internet provider, ***, informed him that they do not offer premium technical support provided by Frontier, since they have their own technical support servicesMr*** advises that although he had the option of opting out of the Frontier Secure premium technical support at the time he ordered *** internet service, he should not be required to do so Frontier has investigated the above statements and offers the following response: Frontier advises that when Mr*** ordered *** internet service, he was informed that the first month of Frontier Secure premium technical support would be $the first month and $going forward each month, which he agreed toFrontier advises that on July 17, 2017, Mr*** was given a courtesy credit in the amount of $38.97, which is the equivalent of three months of Frontier Secure premium technical support. The refund was applied to the customer’s credit card, and even though the card had already expired, the funds were received by the financial institution and applied to the new credit cardFrontier spoke with Mr*** on July 24, 2017, and was advised that he was credited for three months of premium technical support. Frontier also advises that a refund could not be processed for the entire amount of time that the customer was being billed for the Frontier Secure premium technical support because the product was disclosed by name at the time the customer ordered the internet service was ordered.Frontier advises that the customer had the option of opting out of the premium technical Support, either over the phone when the internet service was first ordered or when the email was sent to him confirming his purchase of Frontier Secure premium technical support. 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 Ms*** bringing this matter to our attention Mrs***’s original complaint states that she has requested to have her previous telephone number made available to herIn this rebuttal Ms*** states that she still has not received access to her previous telephone number Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Mrs*** and placed an order to give Ms*** access to her prior telephone numberThe order that was placed to regain access to Ms***’s prior telephone number was noted as deactivated per Ms***’s requestA Frontier representative has attempted to contact Ms*** regarding this issue and has been unsuccessfulMs*** has been provided direct contact information for a Frontier representative should she wish to discuss this matter further. 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