Frontier Communications Corp.

Thank you for referring the case of *** *** to our
office for review. We appreciate you
bringing this matter to our attention.The account notes from April 24, state that ***
called to disconnect her services. She
told the representative that she was offered a better
deal with ***. Per the customer’s request an order,
***, was processed.The customer’s June 19, billing statement reflects a
total due of $273.17.The customer’s May 19, billing statement reflects
previous balance of $285.76; new charges $CREDIT; total due of $
The $CREDIT was for the period of May 12, through May 18, The customer’s April 19, billing statements reflects
total amount due of $The bill included one-time charges of $
which included the work that the technician did at the premisesThe minimum billing is for days; therefore, the charges
of $are valid and sustainedWe have called the customer and left our direct contact
information. Frontier Communication

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 reason for the smart mesh system not being returned with the days, was the fault of frontier communications employees not following thru twice on my request for either return authorization labels, boxes or and address to return the system I started this process in enough time to return this system and get a refund!
Regards,
*** ***

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

Thank you for referring the complaint of Mrs*** *** to our office for reviewWe appreciate him bringing this matter to our attention. The Complaint states that:Mrs*** requested a Frontier line that runs across the rear of her property to be securedFrontier
has investigated the above statements and offers the following response: Frontier dispatched a line crew on August 1, to cut back and dispose of tree limbs, secured the cable running across the rear of her property.Frontier spoke to Mrs*** and advised the local manager went to her property and confirmed the job has been completed.Frontier has provided Mrs*** with our direct contact information if she needs any further assistance. 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

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

Frontier has investigated the above statements and offers the following response: Frontier will make recurring adjustments thereby honoring the monthly recurring charges.Frontier advises the new adjustment process per Ms***’s request will begin on the February statement.Frontier has issued credits in the amount of $to the customer account to re rate Ms***’s billing for November, December and January.Frontier has emailed Ms*** the following information.Frontier provided direct contact information should she require additional 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

Frontier apologizes that Ms*** was misinformed that FiOS 50/was her only option therefore has agreed to honor a monthly rate of $on the March and April bill statements. However the $rate will not be honored going forward Frontier advises that Ms*** has an option to either downgrade to Simply FiOS 30/to receive a rate of $for year as she had on her previous account or keep Simply FiOS 50/

Thank you for referring the complaint of *** R *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he has been billed for service while Internet was out of service.Mr
*** advises he returned a package he did not request and still have not received credit for the return of the merchandiseFrontier has investigated the above statements and offers the following response: Frontier advises the equipment was received on 1/20/2017.Frontier has credited back the purchase price of the equipment as well as the non-recurring charges associated with the purchase.Frontier has contacted customer, ensured satisfaction, and provided direct contact information should he require further assistanceWe 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

The Complaint states that: Ms*** advises that she called to cancel her Frontier services in December of However, Ms*** advises that her services were not cancelled until she called Frontier in June of Frontier has investigated the above statements and offers
the following response: Frontier advises that we spoke to Ms*** on October 23, Ms*** advises that she did not contact Frontier in December of 2017, she called Direct TVFrontier advised that her Frontier service has been never been billed with her Direct TV, and her Verizon service hadn’t been billed with her Direct TV since December Frontier advises that Ms***’s service was cancelled on June 6, upon requestCharges were not assessed beyond her request to cancel her serviceFrontier advises after a thorough audit, and we have found that all of the charges on Ms***’s account are valid

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

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: Frontier advises that Mr***’s March billing cycle depicted that Mr***’s Frontier’s (not including DISH charges) monthly reoccurring charge was $plus DISH and applicable taxes and surchargesFrontier
advises that Mr*** upgraded his services on March 30, 2016Frontier advises that Mr***’s April 25, generated at $This billing statement had a $early termination fee, $internet installation fee for the upgraded services, a technical labor fee of $91.00, a technical labor fee of $46.00, a $shipping/ Handling fee for the modem, promotional charge back fees and prorated billing for the upgraded services, from March 30th to April 24th, in addition to Frontier’s and DISH’s monthly reoccurring charges.Frontier advises that Mr*** received an additional $billing adjustment for the installation fee on September 19, 2016.Frontier advises that Mr*** received a $billing adjustment for the installation fee on November 9, 2016.Frontier advises that Mr*** received a $billing adjustment for the technical fee on November 9, 2016.Frontier advises that Mr*** received a $billing adjustment for the technical fee on November 9, 2016.Frontier advises that Mr*** received a $billing adjustment for a late fees on November 9, 2016.Frontier advises that a billing adjustment of $has been placed for the early termination fee and is under review.Frontier advises that Frontier’s monthly reoccurring charges are accurate. We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** D*** may have experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Revdex.com bringing this matter to our attention. The Complaint states that: Ms*** advises after her number change her billing was not showing the promotionsMs*** advises she was also billed for an additional TV box that she did not haveFrontier has investigated the above statements and offers the following response: Frontier advises the missing promotions have been applied along with billing and courtesy credits Totaling of $ on the current bill that covers July to September 1, There is also an additional credit for the DVR/ Set top box issues of $ that will appear on September 2nd billing.Frontier advises the second TV box has been removed from billing and Ms*** plan is as advised: Triple play Custom TV, Phone, 150/for $ with the modem and DVR free for months, STARZ free for mths plus taxes and feesAfter the first months the Bundle would increase $ 30.00, Modem $ and DVR $ to $ plus taxes and fees until the end of the months.Frontier emailed with Josh Edgar on August 23, 2017, who is authorized on the account and explained the above. 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 Catherine
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: *** is stating he is not receiving the price he was quoted with the new agreementFrontier has
investigated the above
statements and offers the following response:A review of the account confirmed the customer’s promotional discounts did not reflect on her Frontier billThe customer was missing discounts on his July and August bill.Our records reflect that credits have been issued on the customer’s account in the amount of $which reflected on her August billThere also a credit of $that has been issued on the accountThe issue has been corrected by activating the promotions on the customer’s account.The promotional discounts should reflect in 1-bill cycles.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.Frontier Specialist: Tocoma
K. Department:
General Manager

Thank you for referring the
complaint of Nancy
*** to our office for reviewWe appreciate MsFleming
bringing this matter to our attention.The Complaint states that:Ms
*** states that she was without Internet service for five days.Frontier has investigated the
above statements
and offers the following response:Frontier spoke with Ms*** on September 21, and apologized for the inconvenience.Frontier applied a credit of $due to service issues.We trust that this information
will assist you in closing this complaint. We apologize for any inconvenience that MsFleming
has experienced as a result of the above matter

Thank you for referring the complaint of Mrs*** *** to our office for reviewWe appreciate Mrs*** bringing this matter to our attention. The Complaint states that: Customer requests that Frontier remove the equipment return fee from their bill. Customer wants
Frontier to their account current Frontier has investigated the above statements and offers the following response: Frontier has removed the equipment return fee from the customer’s account.Frontier has issued credits onto the customer’s account, bringing the account to currentWe 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, but due to their delay in addressing the issue I did switch providers
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*** previously had an account with Verizon that remained active when Frontier took over in April After service
issues started to arise Mr*** states he contacted Frontier to disconnect his services because he went with a new providerMr***’s complaint is that Frontier continued to bill him Frontier has investigated the above statements and offers the following response: Frontier was able to find a request in the middle of June when Mr*** discussed disconnection of his services however no service order was placed at that timeFrontier has cancelled Mr***’s services and placed credits on his account back to his June 14, statement 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 Communications Thank you for referring the complaint of *** *** to our office for reviewWe appreciate
her bringing this matter to our attention The Complaint states that: During a power outage caused by a storm, the internet and alarm went downAfter the service was restored, Mrs*** could no longer go online to activate and monitor the alarmTheir alarm company advised that the *** modem was bad and to have Frontier open ports on the modem so that they could still use the alarm service in conjunction with the internet serviceMrs*** was on the phone with Frontier for hours and was told that they would need to upgrade their service to get the type of technical support neededMrs*** spoke with a Frontier representative who advised that Frontier was only responsible for the internet service and as long as it was working that was the extent of Frontier’s obligation. Mrs*** requested to speak to a supervisor and was told there were none available. She asked for a last name and was not provided with the informationShe was advised to contact Frontier’s corporate officeShe asked for an email to contact corporate and was advised that she would need to look the information up on her own Frontier has investigated the above statements and offers the following response: On 10/13/2016, Frontier technical support contacted Mrs*** *** to instruct on the process of setting up port forwarding for ***Mrs*** received a message via *** that one of the *** technicians would need to come to the premise to complete configuration of the service Frontier apologizes for the poor service experience and has issued a $courtesy credit to the account Frontier will address internally any coaching or disciplinary actions related to this complaint We trust that this information will assist you in closing this complaint. We apologize for any inconvenience *** *** has experienced as a result of the above matter

Frontier as a courtesy has issued a one month credit for Ms***’s account. Frontier advises that internet speeds are not guaranteed