Frontier Communications Corp.

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate your bringing this matter to our attentionAccording to the complaint: The customer experienced a service outage related to Fios Digital Voice. A software issue prohibited the programming
of the calling features associated with the Fios Digital Voice service. Additionally some customer’s experienced no dial tone. The issue caused an influx of customer calls which delayed response timesDial tone was restored on May 5, A time out of service credit in the amount of $was applied to the customer’s account We apologize for the customer’s recent experience with their Fios service. Our expectation is that all Frontier customers have a positive experience when they report a service issueIn the rare instance a customer has a less than positive experience; we accept responsibility and assure we are taking the necessary steps to improve service to our customers moving forwardWe trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me

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: Mrs*** advises Frontier she did not receive her refund from her Frontier account over
payment. Frontier has investigated the above statements and offers the following response: Frontier advises on March 28, we spoke with Mr*** *** he advised they had received the gift cardMr*** advised he is satisfied and ok to close out the complaint. 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 *** J *** to our office for reviewWe appreciate him bringing this matter to our attention. The Complaint states that: *** J *** called Frontier November 11, asking for promotion because his bill had gone up and states
representative was unwilling to assist so he requested to cancel his services*** J *** expressed to Frontier that he could not lose his phone number so he requested the disconnection to be set out long enough to have his number taken over by another companyThe representative could not give a date for cancellation so Mr*** stated he would call back in at a later time*** J *** called Frontier again to verify account did not have a disconnect setup and to verify that no promotion was availableBoth were confirmed*** J *** called back on November 23, to state he had not received boxes to ship back his equipmentHe was told the order was still processing since November 11, Frontier has investigated the above statements and offers the following response: Frontier spoke to *** J *** on December 15, and Mr*** informed them that he was able to get all his billing concerns fixed by another representative in the call center and needed no further assistance*** J *** states video services were disconnected and backdated to November 11, and he is satisfied We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that he has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier advises they spoke to Ms*** on June 10, and she confirmed services were restored as of May 29, 2016.Frontier has issued a credit of $including taxes for her days of service issuesMs*** will see this credit on her next statementWe are confident that our response has been sufficient to address these issues

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,
*** *** ***

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. Although not what I wanted I do agree to the resolution made by Frontier.
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for review. We appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she was billed for an additional month of service after having cancelled her Frontier
internet service. Ms*** advises that she received a bill of $from a collection agency for service that she never usedMs*** advises that the balance on the account needs to be zeroed out and have the debt cleared from the collection agencyFrontier has investigated the above statements and offers the following response: Frontier advises that the entire $balance has been credited. Frontier also advises that the customer will also receive a refund in the amount of $for an installation fee that had been billed in error.Frontier advised Ms*** of the above statements via email on January 11, 2018. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIf the negative information is not removed from my credit report as promised, I will be submitting another complaint
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*** states that on September 3, she called Frontier to order Internet service and paid a deposit of
$to FrontierShe was to have the Internet installed on September 16, 2016, but no one showed for the installationShe called Frontier to see why they did not show and they told her that her address did not exist in their systemShe attempted to reschedule the order but it was three weeks out and it this point she was very unhappy with the customer service so she canceled the order and requested that her deposit be refundedShe was told that the refund would take to business days to applied back to her cardAfter two weeks she still has not received the refundShe has called Frontier several times now and has gotten several different answers on when she would receive the refundIt has now been two months and still no refund Frontier has investigated the above statements and offers the following response: Frontier processed an order for new service for Ms*** on September 2, and took a deposit of $that was applied to her accountOn September 26, Frontier held the order and tried to contact the customer to get a correct apartment numberFrontier could not get in touch with Ms*** at her can be reach numberThere was a letter sent on October 5, informing Ms*** of the address issue on the orderOn November 17, Frontier spoke to Ms*** and she requested that we cancel the order and return her deposit refundFrontier spoke to Ms*** today and she has confirmed that she has received the deposit refund back on her card 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 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

Thank you for referring the case of *** *** to our office for review. We appreciate you bringing this matter to our attentionWe have investigated the customer’s billing statements from January 25, through November 1, and are unable to locate any Verizon Wireless
charges on his past Verizon Communication statements or his Frontier Communications statementsOur records show that the customer’s account was disconnected on July 21, with a balance of $balance as of November 1, We will investigate further with copies of the billing statements that reflect the Verizon Wireless chargesWe apologize for any inconvenience this may have caused the customerWe trust this information will assist you in closing this complaintFrontier Communications

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him for bringing this matter to our attentionThe Complaint states that: Mr*** states he was placed in a two year contract with Frontier that he did not authorizeFrontier has investigated the
above statements and offers the following response: Frontier has reviewed the case and has verified Mr*** was not informed that the price he was quoted was with a two year contractFrontier advises the price will remain the same and in the event Mr*** cancels his Frontier service he will not be held responsible for any early termination feesWe 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

The
Complaint states that:
• Ms*** advises that she had a discount on her bill that was set to expire on September 18, The discount was removed with her March statement
Frontier has investigated the above statements and offers the following response:
• Frontier apologizes for the inconvenience this issue has caused
• Frontier advises that periodically reviews customer accounts for pricing consistencyAs a result of a recent review, it was found that promotional credits were applied in errorAs of March 18, 2018, Ms***’s monthly rate increased to reflect necessary adjustments
• Frontier advises that we spoke to Ms*** on April 2, to advise of the above

Revdex.comHelloThey supposedly called the phone that I have said does not workDid they come fix the phone and put in another jack like I said needed to be done? NoDid they call a working number? NoAnd finally did I receive a refund of the $like I asked? NoSo I reject their answerthanks
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,
*** ***

Thank you for referring the complaint of Mrs*** *** to our office for reviewWe appreciate her bringing
this matter to our attention The Complaint states that: Mrs*** states that she has been trying to close her Frontier account for two months and Frontier continues to bill herMrs*** states that she would like her account closed and refunded for her September and October chargesFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that an order was issued to close Mrs*** account effective October 6, Frontier applied a credit to Mrs***’s account in the amount of $on October 18, 2017.A Frontier representative spoke with Mrs*** on October 18, to advise. 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

Per Frontier records, Mr*** spoke to a Frontier agent on January 27, in reference to his monthly rate. The agent was able to get Mr***'s monthly bill down to $102.97 + taxes monthly. Going forward he will bill $68.99/Custom Essentials + $89.99/FIOS Simply 75/Data
+ $22/Quantum Enhanced Service + $11.99/Receiver - $90/Promotions = $+ taxes. Mr***'s account was adjusted in the amount of $on January 26, and the credit has been applied to his balance There is an adjustment in the amount of $pending. The adjustment is for his December bill and new charges for January. The credit will take up to two billing cycles to show on the account. If Mr*** should have any other questions or concerns, a Frontier agent can be reached at *** *** *** *** *** ***. Case closed

Frontier has investigated the above statements and offers the following response: Frontier has waived the installation charges associated with the service request.In addition, Frontier has provided a $courtesy credit for the missed appointment. 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

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*** purchased a new television in December for Christmas. He called to get a new wireless set top
box and still has not received the equipment he has requested. It has been four months and he has spoken to numerous representatives and supervisors. Some have sent return packaging to him and some have sent the wrong equipment to him. Mr*** just wants this completed once and for allFrontier has investigated the above statements and offers the following response: Frontier got the local manager involved and we dispatched a technician with the correct equipment and to hook this up for the customer after all of the trouble he has had trying to get the correct set up. Frontier’s manager has responded that the job is complete.Frontier has reviewed the billing to make sure Mr*** got full credit for any equipment that started billing that he did not get. Frontier also issued a credit to the account in the amount of $for all of the trouble Mr*** has gone through.Frontier spoke to Mr*** on April 19, and he is satisfied at this timeWe 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

The Complaint states that: Ms*** advises that she was quoted a monthly rate of $plus taxesMs*** advises that her bill since then has not been correct, and she’s had to call for adjustments Frontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience Ms*** has experiencedFrontier advises that Ms***’s monthly rate has been corrected to $monthly before taxes and surchargesFrontier advises that Ms***’s November bill has been adjusted appropriately to reflect the correct rateFrontier advises that we spoke to Ms*** on November 16, to advise of the above

Thank you for referring the case of *** *** to our
office for review. We appreciate you
bringing this matter to our attention.Frontier’s records indicate that the customer’s first
billing statement was dated May 2, 2017. The total amount due is $135.35. The customer has
Regional Essentials, HSI, one time charges for an
Actiontec modem $49.99, prorated charges from April thru May 1st and taxes, fees, and surcharges We have left several messages for the customer with our
direct contact information. We apologize
for any inconvenience this may have caused the customer.We trust this information will assist you in closing this
case.Frontier Communications