Frontier Communications Corp.

Good Afternoon,This issue has been resolved. Mr*** was able to restore his cameras and TV himself. Frontier's tech was able to pull the neighbors phone number out of our switch, that customer had went to Charter. Now he can call them. I issued as a one time courtesy,
$25. I spoke to Mr*** on October 24, to verify satisfaction.Thank YouSerena J***

Thank you for referring the rebuttal of *** *** to our office for review. We appreciate Ms*** bringing this matter to our attention The Rebuttal states that: Ms*** advises that her total monthly rate should be $- $126.00. Ms*** advises that she was told by Frontier that she would have a free DVR box for one yearFrontier has investigated the above statements and offers the following response: Frontier advises that Ms***’ current bill is $plus taxes and surcharges. This includes the bundle package for the TV, internet, and home phone services, the DVR rental, and the rental fee for the additional cable box. This was the amount that that had been quoted and agreed upon. After adding the taxes and surcharges, the total monthly rate comes to $140.01, and the taxes and surcharges are always subject to change. Frontier advises that although a $credit was applied to the October bill, a credit had not been issued yet for the missed appointment. An additional $credit was issued to Ms***’ account on November 29, 2017. Frontier left a voice mail message for Ms*** on November 29, and November 30, 2017. She was sent an email on November 30, 2017, advising her of the above statements. 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: Mr*** establish a triple play account with Frontier on October 04, with a monthly reoccurring charge of $before taxes and surchargesMr*** received a Vantage TV promotion credit
in the amount of $for one year without any termination penaltyDue to the fact there is not a termination penalty, when a downgrade is made the promotional credits are forfeitedTherefore when Mr*** remove television service he was not eligible to receive the double play new customer pricingMr***’s double play package includes Vantage Voice Unlimited calling and Vantage Internet Elite for a monthly reoccurring in the amount of before taxes and surchargesMr*** will received promotional pricing on the Internet for the next three years until February 2020. Frontier has applied $in adjustment to Mr***’s Frontier account as a courtesy for the inaccurate price quoteA Frontier consultant has been in direct contact with Mr*** and advised to lower the monthly cost we will have to downgrade the serviceFrontier will not apply any further adjustments to Mr***’s account due to an invalid price quote We regret any inconvenience that Mr*** may have 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

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 after he cancelled his Frontier internet service on November 11, 2017, he
received a bill for his regular monthly rate of $ Mr*** advises that Frontier informed him that his November bill would be voided, and that the credit for the full balance would be reflected on his following statement. Mr*** advises that his December statement had an additional $in charges, and that his entire balance of $needs to be cleared Frontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s internet service was pre-billed, and he was eligible to continue receiving service until the end of the November 11, billing cycleFrontier advises that previous promotional discounts were charged back to the customer’s account in the amount of $33.84, but that amount was later credited on December 18, 2017, bringing his current balance to $64.99.Frontier spoke with Mr*** on December 18, and advised him of the above statements. 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

According to the complaint: Mr*** is seeking to be released from their Frontier service package term without penalty. Frontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier had found two repair tickets in the past twelve
months.The repair tickets found no errors to be found in the Frontier networkingThis would indicate that it is an issue with their internal equipment’s networking.Due to no errors being found in the Frontier network, any termination charges would be sustainable if the customer chose to cancel before completion of term on June 8,

Financial Investigator, Thank you for referring the complaint of to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mrs*** states that Frontier continues to over bill for services Frontier has reviewed
the above statements and offers the following response: Frontier spoke with Mrs*** to advise that applicable credits had already been issued.Frontier advised that there were changes to her account that removed the promotion of the free DVR service.Frontier states they informed Mrs*** that since it was stated on her monthly statement they would honor until June 2019.Frontier advises that Mrs*** is satisfied with this resolution.Mrs*** presented no further questions or concerns and has direct contact information for the future 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is kind of satisfactory to me. Although I have not been compensated for the days I took off of work and the technician never showed up the entire day during these days, I feel as though Frontier will never compensate me for thisReluctantly, my only option is to accept the offer given to me.
Regards,
*** ***

Thank you for referring the complaint of *** *** *** to our office for reviewWe appreciate them bringing this matter to our attentionThe Complaint states that:*** *** *** advises that their internet speed would increase with no additonal costFrontier has
investigated the above statements and offers the following response:Account records show the credit for the $was applied to the account on April 18, This should reflect on bill date June 19, 2017.On June 9, a $save credit was established to the account for monthsThis will reflect in one to two bill cyclesA Frontier representative spoke with *** of *** *** who indicated satisfaction wtih the resolutionWe trust that this information will assist you in closing this complaintWe regret any inconvenience that *** *** *** may may have experienced as a result of the above matter.Frontier Specialist: Amy B*** Department: 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 am in contact with someone from Frontier via email She took care of the Frontier charges, since I never utilized your services However I would like a breakdown of the verizon charges as I do not believe more than month was due at the time of disconnection I'd like to know what they are charging me almost $for She is looking into providing that to me Until that is done, this is still not closed Please do not call me, I prefer email communication
Regards,
David ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12440652, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Frontier did not solve any issueThey are offering to remove $from a $bill, due to error in billingThey are selling services that they can not provideDoing advertisement in order to sell inadequate equipment and leaving people with huge bills for services that they never rendered and equipment that can not do what they sell them forThe public should know about Frontier tricks and poor Costumer service policiesIf this issues are not resolved, we definitely will use Social media to review that Company. Thanks
Regards,
*** ***

account PIF through 4/1/with $payment and adjustments, rate going forward is as quoted total 4/2/bill shows $for current charges including taxesTaxes will vary slightly

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

Frontier has investigated the above statements and offers the following response: Frontier advises that Frontier does anticipate in will upgrade the area over the next two years.Since many factors can impact an upgrade and its timing, Frontier does not have a specific date of an initiation
for an upgrade or its completionFrontier does offer a satellite option to its customersMr*** can contact customer service at ###-###-#### for details and pricing 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

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 did speak with the representative who stated that fribtier will credit my account $per month for one year and then allow me to downgrade service with no questions after the one year, to a service more affordable for me.
Regards,
*** ***

Frontier advises that on April 6, a request was received to port out telephone number ***. Order #*** was placed with a due date of April 11th. A refund of $was processed on Ms***’s account on June 11, Frontier advises that on May 18,
order # *** was placed to establish service with telephone number ###-###-#### in the name of *** *** effective May 23rd. Ms*** subscribed to the Digital Phone Unlimited package and Broadband Max service Frontier advises that on June 6, order #was placed to port in *** with a due date of June 15th; however the order was sent back to the representative to advise that there is already working service at the location and inquire if this would be placing the existing line or if it would be a second line. Contact was made with Ms*** to confirm that this would be a second line with ###-###-####. The initial request to port in the number was rejected by Ms***’s current service provider on June 13th advising that she has an additional number that needs to be disconnected. A second request to port the number was rejected on June 13th advising that they could not disconnect the additional number and that the customer would need to contact them. A third request to port the number was sent on June 13th and received Firm Order Confirmation for June 22nd. The port in order is scheduled for June 22nd It is unclear if Ms*** is disputing her Frontier bill or her *** bill. If Ms*** is disputing her *** bill, then the complaint would need to be redirected to Suddenlink A Frontier representative has called and left message with contact information for Ms***; however as of June 21st she has not returned the calls

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 cancelled his services with Frontier in April and ever since then, Frontier
has been sending him bills showing that he had a past due balance of $Mr*** advises that he owes Frontier zero dollars and wants to stop receiving bills Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on January 23, and advises that there were credits on his account that were pending approval. One of the credits was for $and the other one was for $113.29.Frontier then spoke with Mr*** on January 24, and informed him that the credits have now been approved and posted to his account. Frontier explained to the customer that these credits have now brought his balance from $to zero, so he owes Frontier nothing 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 Mr*** bringing this matter to our attention The complaint states that: Mr*** advises he is going to be billed for a full month of service even though he wanted to end his service earlier but a delay in porting out his telephone number caused this to occur.Mr*** advises that he called Frontier and was advised the charges would be removed off his account and as of August 24, they are not. Frontier has investigated the above statements and offers the following response: Frontier investigated and the credits will be applied to his next bill when it prints on September 14, 2017.Frontier advises that on September 18, the account shows a credit balance of $and a check is being mailed out and he will receive it in seven to ten business days 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 Ms*** bringing this matter to our attention The rebuttal states that: Ms*** advises that she experienced issues with her Internet service from FrontierMs*** also advises that she requested to terminate her Frontier Internet services on September 30, 2017; however, the service was not disconnected and she continued to get billed for servicesMs*** states that Frontier is billing her for an early termination fee of $for canceling her service Frontier has investigated the above statements and offers the following response: Frontier records show that Ms*** contacted Frontier on August 29, to report service issues and a repair was completed on August 29, by setting up modem. Frontier records show that Ms*** contacted Frontier and requested her services be disconnected on September 30, Frontier advises that an order was completed on November 6, to disconnect Ms***’s servicesFrontier advises that an adjustment in the amount of $ have been applied to Ms***’s account for the errors on the October statement as well as partial credits for the regulated services billed on the September statementFrontier advises that Ms*** was not billed for an early termination feeFrontier advises that Ms*** was billed for a Broadband processing fee in the amount of $on her final billFrontier advises that Ms*** is responsible for her first bill that was issued on August 25, that covers services from August 22, to September 24, Ms*** is also responsible for charges of $on the September 25, statement that covers services up to the date of disconnect on September 30, as well as a late fee for not paying the August statementMs*** is also responsible for a broadband processing fee of $that was billed on the November 25, statement for disconnecting the Internet serviceFrontier advises that the balance due on her Frontier account is $185.37.Frontier spoke Ms*** on March 5, to review this information with herMs*** stated she would be sending in her payment 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

Per email response from Ms*** she contacted Frontier's Corporate OfficeMs*** is now able to access her account online and was able to pay her bill.Frontier apologizes for any inconvenience this may have caused