Frontier Communications Corp.

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him for bringing this matter to our attention The Complaint states that: Mr*** states when he restored service from vacation hold his bill was incorrect and he had to make several calls to
Frontier to get the issue resolved Frontier has investigated the above statements and offers the following response: Frontier has corrected the billing error and has issued the appropriate credits to Mr*** accountFrontier spoke to Mr*** on November 7, to advise his account has been corrected, the missing promotions are now activated and will appear on his account going forwardFrontier has issued a courtesy credit to Mr*** account for the inconvenienceFronter has set a follow up for Mr*** to ensure accuracy of future billing 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

Tell us why hereCustomer Name: *** *** Phone: ###-###-#### Thank you for referring
the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention.The Complaint states that: *** was told the money that she was paying to turn her service on was an advance payment, when it was actually a deposit. Frontier has investigated the above statements and offers the following response:Frontier continues to work toward improving customer experienceWe did contact *** and apologized for the miscommunication we may have causedWe have explained the deposit and issued a credit to the ***’s accountProvided her with number and extension for future contact.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

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 she lost HBO access that was part of the year promotionFrontier has investigated the above statements and offers the following response: Frontier advises Ms*** account has a year promotion that includes HBO free for years, and additional credits for the first months.Frontier advises our records indicate Ms*** contacted us in regards to not being able to access some series on the HBO on demandThe content on HBO or HBO on demand is provided by HBO and Frontier would not have control over it.Frontier contacted Ms*** on March 21, and reviewed the above, and offered to troubleshoot if she is having issues with the Live HBO channelsWe 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

The Complaint states that: Mr*** advises in his complaint that he was charged for two months’ worth of service on his first month’s billMr*** advises that he was supposed to get the first month freeFrontier has investigated the above statements and offers the following
response: Frontier advises that we spoke to Mr*** on June 8, and he advised that he thought he was billed for two months of service, but not that he was supposed to get a month free, but that he was billed an extra monthFrontier advised Mr*** that he received prorated charges for his service from the day his services were installed through the day his bill generated

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

Revdex.com:
I will believe it when I get the refundI was told this same exact thing times by Frontier communications, by Tatiana, Tyler, and ChaseAll stated, "it has been taken care of and you will get a refund on the next billing cycle." Instead they kept sending me a charge statement even though no one even lived at the homeSo if and when I get a refund I will be satisfied and lift the complaint
Regards,
*** ***

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

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. How can almost $be for days of service?? I called in and was even told that wasn't correct! That I should be credited for $145. Dies anyone know what they're doing in billing??You're telling me days of service is $300????
Regards,
*** ***

Mr***'s billing is correct. The consultant quotes are correct before taxes and surcharges are calculated

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 was charged a NSF (non-sufficient funds) chargeback on a payment
in the amount of $199.02.Ms*** indicates that Frontier is still charging her for the $plus late feesFrontier
has investigated the above statements and offers the following response:Frontier finds that the payment of $was posted to the account on April 6th 2016.Frontier finds that the late fee charges on the account are valid and come from services rendered and unpaidFrontier finds no NSF chargebacks in the last year on this accountWe
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

Frontier has examined Ms***'s account and found that she has a stand alone Internet service, which is billing properly at $per month. She also has an Internet security service that is billing at $per month after discountMs***'s account was suspended for non-payment on
10/5/and then restored on 10/after payment was made to the accountCredit of $was issued on 10/for the time she was without serviceA repair report was placed on 10/for Internet trouble and completed on 10/when the modem was replaced. I attempted to reach Ms*** multiple times on her CBR on 10/28, but I was unsuccessful in reaching her. I have issued credit of $toward the bill as a courtesy due to the difficulty Ms*** has experienced. This brings the account to a $balance until the November 1st bill generatesRegarding Ms***'s requested resolution, we do not have a $plan for stand alone Internet service. She is on our lowest priced plan. Also, we were not able to justify months credit for service based on her repair history

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*** advises that he was billed for a full month of services even though he wanted to end his service
earlierFrontier has investigated the above statements and offers the following response: Frontier advises that Mr*** has pre-paid for his service and was eligible to continue receiving service through the end of his billing cycle. Mr*** could have stopped the disconnection if he changed his mindWe 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. I have contacted Comcast and am planning to switch to their product. Frontier never explained to me why they didn't tell me that they couldn't honor the $as promised until my bill came that was substantially higher. They blamed a contractor but contacts with Frontier to understand this was not answered by Frontier employees either
Regards,
*** ***

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: Mrs*** moved in December 2015. Shortly before, she requested that her service on *** Street in Clearwater be disconnectedThe *** received a bill at the new address with 4-months charges past their requested disconnect dateWhen Mr*** contacted Frontier, he was told that the charges would be adjustedThey received the bill a month later and they were told it would be adjusted. Mr*** asked for proof in writing but never received anythingThe following month they received another bill with another month’s charges. Mrs*** contacted Frontier and was told that the service would be cancelled and an investigation started to find out why the service was not disconnected back in DecemberMrs*** received a phone call back from Frontier that the charges would not be credited because there was no request to disconnect the service Frontier has investigated the above statements and offers the following response: Mrs*** sent Frontier a copy of her electric bill dated December of showing the new address of *** ***. A review of the account showed the last payment made on the account was 12-21-2015. No usage charges existed past December Frontier apologized to Mrs*** for the delay in caring for this matter and advised that with 2-billing cycles, a statement would be sent showing the adjustments done and the zero balance 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 Specialist: Sandra M. Department: Customer Relations

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

Frontier has investigated the above statements and offers the following response:Within Frontier guidelines please allow 24-hours for repair trouble tickets to complete depending on repairFrontier prioritizes the appointments based on need for emergency, medical necessity and dial tone.
A Frontier consultant has been in direct contact with Ms*** and confirmed the Internet service is now working.Frontier had applied an adjustment the account in the amount of $please allow 2-billing cycles for credit to post We regret any inconvenience that Ms*** may have experienced as a result of the above matter

Frontier CommunicationsThank you for referring the
complaint of ***
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Ms*** is stating she was billed by her vendor because Frontier advised it was their systemMs***
is requesting credit for the charged billed by her vendorFrontier has investigated the above
statements and offers the following response:Frontier advise that customer was advised to have her to contact her vendor for issues.We also requested to have her vendor onsite when the technician was at the locationAfter reviewing Ms***’s account we found that the issue was with an order placed by Frontier which caused the phone errorWe have apologized to the customer the inconvenience and have issued a $credit for the next months.We have spoken to Ms*** and she has accepted the offerWe 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: Tocoma
K. Department:
General Manager

Thank you for referring the complaint rebuttal of *** *** / *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The Complaint states that: Mr*** states his phone service was restored, but voice mail stopped workingMultiple calls were made in an attempt to correct, but no technician showed Frontier has investigated the above statements and offers the following response: Frontier records show Mr*** contacted Frontier repair on August 5, in regard to voice mailHis account, at that time, was not setup to have voice mailHe was referred to contact the Business Services/Sales departmentNo further contact was noted on the accountPrime Steakhouse / Mr*** have ported the phone services to another provider as of August 25, 2016. 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 Specialist: Brian M*** Department: Customer Relations

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

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