Frontier Communications Corp.

Thank you for referring the complaint of *** *** to our office for review. We appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that Frontier started charging a $Internet Infrastructure Surcharge, beginning
with the December billing cycle. Mr*** advises that the published Broadband Consumer Disclosure states that other monthly fees do not apply, so his bill should not have any additional surcharges on top of the $monthly rate for the Frontier internet service. Mr*** advises that Frontier needs to remove the $from his current bill and from future bills, so that he only pays $per monthFrontier has investigated the above statements and offers the following response: Frontier advises that the Internet Infrastructure Surcharge was implemented on December 1, 2017, to offset some of the costs of maintenance of the local networkFrontier advises that the published Broadband Consumer Disclosure has been updated to include the verbiage “Other monthly fees may apply.”Frontier spoke with Mr*** on December 14, and advised him of the above statements. He was also advised that the $fee on his December bill is being reversed as a one-time courtesy, and starting with the January billing cycle, the $bill will be in effect 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 *** *** bringing this matter to our attention The Complaint states that: *** *** advised she has yet to receive her refund after services were discontinued Frontier has
investigated the above statements and offers the following response: Research shows service order *** completed August 24, disconnecting service.Frontier requires a final bill to cycle before a refund can be issuedRecords show final bill date December 10, reflected a credit balance of $38.74. Research shows a refund check has been sent. A Frontier representative attempted unsuccessfully to reach Ms***. A contact email was sent on February 6, 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 Specialist: Amy B*** Department: Consumer Relations

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Ms***’s account and discovered that the equipment was returned in September 2017. Ms***’s account will be credited in full under the March 16, billing statement.The
representative handling this complaint will monitor Ms***’s account and email her the March 16, billing statement once it becomes available reflecting a zero balance. The representative handling this account has also provided her contact information to Ms*** We regret any inconvenience that *** *** may have experienced as a result of the above matter

October 3, 2016Thank you for
referring the complaint for *** *** to our office for review. We appreciate your bringing this matter to
our attention A review of the
account determined the customer’s service issue was related to a service
outage. The customer
reported his
trouble on September 12. The service was
restored on September Time out of service credit in the amount of $
was applied to the account.We sincerely
apologize for Mr***’s recent experience and can assure we continue to make
progress every day and explore options to ensure a consistently positive
service experience for our customers.We trust this
information will assist you in closing this complaint. Sincerely,Amara H.Customer
Relations Specialistcc: *** ***

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

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 he was charged after he terminated Frontier servicesFrontier has investigated the
above statements and offers the following response: Frontier spoke to Mr*** on February 13, and explained Pre billed for service to the end of the bill cycleFrontier advises that prior to termination, Mr*** was billed (and thus incurred charges) through the end of his billing cycle. Mr*** is eligible to continue receiving Frontier services through the end of that billing cycle. Frontier spoke with Mr*** and advised him of the above information

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 *** *** to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Mr*** states his internet has drops and his phone has staticMr*** request to
upgrade his area with fundingFrontier has investigated the above statements and offers the following response: Frontier advises Mr*** is receiving the fastest available internet speed at his location at this timeNo plan to upgrade at this moment.Frontier is continuing to use Connect America Fund (“CAF”) Funding in the most effective way to reach as many customers as possible. CAF is a six-year program ending in Given that many factors could impact the timing of an upgrade; we cannot guarantee any specific date for project completion, or areas that will be upgraded.Frontier was out on October 24, to help with the static on the phone line.Frontier has credited Mr*** account in the amount of $ for the issues he was experiencing.Frontier was unsuccessful in reaching Mr*** after October 24, phone repair, but did have contact prior to advise of internetWe 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

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*** is stating that she initially contacted on 1/5/Frontier to disconnect as she just has *** service
installed and she advised that she wanted to port her phone number to them
• Ms*** says that she contacted Frontier on 1/10/regarding the port process and she was instructed to contact *** which she didShe states that the following day Frontier advised that her service was disconnected and her number could not be portedShe was then advised she would be billed for the Frontier service through her bill cycle end date of 2/4/
• Ms*** says she advised Frontier that she would pay the early termination fee penalty of $but not for services did not have
• Ms*** is requesting that her bill is prorated to the 1/5/initial request to disconnect or she will accept 1/11/as the stop date for billing
Frontier has investigated the above statements and offers the following response:
• Frontier records show that Ms*** advised Frontier on 1/5/that she needed to cancel her account and that wanted to port her phone number to ***The Frontier agent advised that the new provider would need to contact us to send the port-out request
• Review of the account history confirms that there was no port out order requested by *** and a disconnect order was placed on 1/11/at Ms***' requestAs indicated in our ‘Terms of Service’ located online at frontier.com/corporate/terms, it is Frontier policy to terminate service for the last day of the billing cycle for non-regulated products
• In this instance Frontier has waived the early termination fee and Ms***' 2/4/final bill was prorated to the 1/11/account disconnection date, for the phone service portion of her productsA manual credit of $has been applied to adjust for the non-regulated services (TV and internet) back to 1/11/
• Ms*** has a final credit balance of $which will be refunded to her credit card in 7-business days
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

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 additional concerns of *** *** to our office for reviewAs previously stated based on the documented reports, Frontier has applied a credit in the amount of $for one month of the disputed HBO channelsAdditional credit for this charge is not warranted at this time, the charge was not disputed until this month and there were no prior reports made of the channels not workingFrontier has reviewed these additional remarks and the company’s position has not changed Sincerely, Frontier Executive Customer Relations

Tell us why hereThank 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 she has experienced a delay in getting her new Frontier service
connected. Frontier has investigated the above statements and offers the following response:Frontier investigated Ms***’s complaint and advises that she had rescheduled the installation of her Frontier service for July 6, 2016.Frontier records confirm that Ms***’s Frontier tv and Internet service was connected on July 6, 2016.Frontier has made many attempts to contact Ms*** to further assist her with her complaint with no responseA letter has been sent to Ms*** with a direct number to provide further assistance. 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 *** *** bringing this matter to our attention The Complaint states that: *** *** states he is having inconsistent internet issues, and has been advised he is going to incur an Early
Termination Fee upon disconnection of service*** *** states he was advised when establishing service, he was advised he was not entering an agreement Frontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time. Frontier advises that after reviewing our records *** *** will not incur an Early Termination fee upon disconnection of service.Frontier advises that it has spoken to *** *** on September 14, and advised him of no early Termination Fee and try to assist with technical issuesWe 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

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*** was billed for service she does not haveFrontier has investigated the above statements and offers the following response: Frontier placed an order for Ms*** on March 27, 2018.Frontier billed Ms*** for this service effective March 30, 2018.An order has been placed to terminate the service billing and will complete on April 12, 2018.Ms***’s bill balance will be zeroed out within daysWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** may have experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Customer was told that his pricing would stay the same even after his contract ended Frontier has investigated
the above statements and offers the following response: Frontier reviewed the account, and determined that the contract ended June 1st and the credits ended at that time as they were promotional.Frontier issued a new month promotional credit for $ 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

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 However, when the representative from Frontier first contacted me about this complaint, they once again had my account completely incorrect with services we never signed up forIt is not 100% resolved yet as the rep stated she has to wait until the billing cycle on the 1st I will wait and see if everything had been corrected upon receiving my first invoice
Regards,
*** ***

Thank you for referring the complaint of *** R *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** states that she contacted Frontier months ago about her Internet service not working.Ms***
states that technical support was unable to fix the issue and Frontier suggested to send a technician out to her homeMs*** states that she did not schedule the technician at the time and put it offMs*** states that she went almost two months without service and called Frontier recently hoping Frontier could send a technician outMs*** states that she is looking for a credit for the months of usage she did not useMs*** states that she spoke with Frontier and was advised to have a new account with Frontier and that Frontier would remove the charges on the old account.Ms*** later found out that her new account was not processed and needed to show proof of ID.Ms*** states she was advised that the new quote she was provided for the new account was for new customers onlyMs*** states that Frontier had her waste two days and told her that Frontier would forgive her past balance for the unused Internet but her balance was not removed Frontier has investigated the above statements and offers the following response: Frontier advises that Ms*** has Internet usage during May, June, July and AugustFrontier advises that Ms*** does not have a record of any repair tickets on her Frontier accountFrontier advises that Ms*** did contact technical support on July 6, but a repair ticket was not establishedFrontier advises that after the investigation on Ms***’s Frontier account there will not be any credit provided for the Internet service.Frontier advises that Ms***’s Frontier account was temporarily disconnected on August 28, and the account was cancelled for nonpayment on September 14, 2017.Frontier advises that Ms*** contacted Frontier on October 23, and did agree to established a new service order for new Internet serviceFrontier advises that Ms***’s new service order was cancelled due to the previous balance owed on account ###-###-#### for $Frontier advises that in order for Ms*** to establish new service she would need to pay any remaining balances owed on previous Frontier accountsFrontier apologizes for any misinformation that Ms*** was advisedFrontier has made several attempts to contact Ms*** regarding this issue and was unsuccessful in speaking with herFrontier has mailed Ms*** a letter with direct contact information if she needs any additional assistance 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 him bringing this matter to our attention.The Complaint states that:Mr*** states he was in a price lock with Verizon and now his bills are inaccurate, he would like what was promised to him.Frontier
has investigated the above statements and offers the following response:Frontier looked into Mr***’s account and did verify that previously Mr*** had authorized Frontier to switch him to another package and then switched back. The changing of packages caused prorated charges on his Frontier bill.Frontier issued a credit for $to cover the prorated charges that Mr*** incurred.Frontier advises Mr***’s bill will be back to what it was prior to the transition to Frontier.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 Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Mr*** states that his parents tried to take over his account in October of 2017.
Frontier’s customer service hooked up a second line/service in error instead of doing a name change on the existing accountFrontier has investigated the above statements and offers the following response: Frontier found Mr*** is due credit in the amount of $174.95, this was a billing error on Frontiers part. Frontier is expediting the refund it will take between 7-business days for Mr*** to receive the check.Frontier spoke to Mr*** on April 26, and he is satisfiedWe 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 *** *** bringing this matter to our attention The Complaint states that: *** *** advises that he would like his refund for monies due to him from his closed account Frontier has investigated the above statements and offers the following response: Frontier advises that a final bill will generate October 11, with refund to follow by mailFrontier will follow up to ensure this happensWe 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