Frontier Communications Corp.

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 she experienced a delay in getting Frontier Internet services connected at her location
Frontier has investigated the above statements and offers the following response:Frontier records show the order was originally scheduled for March 27, Frontier advises that there was an error on the order and it was rescheduled for March 29, Frontier issued an adjustment for one month of Internet service in the amount of $for the delayFrontier spoke with Ms*** on April 6, to review this information with her. 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

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 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

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

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,
*** ***

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

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

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 has investigated the above statements and offers the following response: Frontier is currently working with Ms*** ***, daughter of Mr*** in resolving the DISH/Frontier billing issues on this account. Frontier has confirmed with DISH that a refund in the amount
of $was processed on November 21, 2017. The customer should allow approximately three business days for said funds to post into her personal account. Frontier has requested the Collections department to postpone any disconnection activity while the account is under dispute. We trust this account will result in a resolution and the account billing will be up to date prior to December 20, deadline granted by CollectionsMs*** was provided with the name and contact information of the Frontier Representative in Executive Agency Escalations who is assisting with 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*** advises his internet buffers several times a day and Frontier explained that it is due to congestion Frontier has investigated the above statements and offers the following response: Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Mr*** area at this timeFrontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and network interference. Customer speeds may vary over time Frontier spoke to Mrs*** *** on behalf of *** *** on July 27, Mrs*** is the Wife of Mr*** A ***Mrs*** secured account with passwordFrontier Internet Help Desk confirmed that Mrand Mrs*** are in an area of High DemandFrontier has investigated Mrs***’s account and has determined that Mrs*** resides in an area where high Internet usage during peak periods could be affecting Internet service speeds Frontier has investigated Mrs***’s account and has determined that due to a surplus of traffic in his home or immediate area, network congestion could be affecting Internet service speeds. Frontier advises that plugging devices directly into the router through a wired connection should address this issueWe 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 *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The Complaint states that: Mr*** states that he signed up for service with Frontier, but is still waiting for the service to be turned on
Frontier advised Mr*** that there was a problem with his unpaid account Frontier has investigated the above statements and offers the following response: Frontier states that Mr*** called Frontier for new Internet service on December 16, The service got installed on December 29, Frontier reports that the order was originally held up due to a past due balance on an old accountWhen they attempted to release the order after the unpaid account was paid in full, they could not release it because our engineering department was determining if the customer could get the Internet at his locationFrontier has attempted to contact Mr*** on several occasions, each time attempting to leave messages, but each time Mr***’s voice mail box was not set upFrontier is sending a call me letter today in the mail in an attempt to contact him 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 had called Frontier at least times in between April and June
to cancel his Frontier services because he was not happy with the services. He advises that he made numerous calls into Frontier’s technical support department because his services stopped working on a regular basisMr*** advises that on three separate occasions, he had been told by a Frontier agent that his services were being cancelled and that he doesn’t owe Frontier any money. Mr*** advises that he should not owe Frontier his outstanding balance of $ Frontier has investigated the above statements and offers the following response: Frontier advises that the order to disconnect Mr***’s services was placed on June 14, 2016, but since the order never posted, he continued getting billed in error until October 11, 2016, which is when the account was closed.Frontier advises that Mr*** is not responsible for charges incurred since June 14, because it was a system error that prevented the cancellation order from postingFrontier advises that the entire balance of $has been credited, so Mr*** has a zero balance and does not owe Frontier any moneyWe 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 has reviewed Mr***’s account and found that he had two accounts ###-###-#### and *** which were being billed separately. Frontier advises on July 26, Mr*** called requesting to close his account as he sold his house and was moving out of the
area. An order was placed to disconnect account *** effective August 4th, the end of the bill cycle, and provided confirmation #*** advising boxes would be shipped to return the equipment. Frontier advises that Mr*** called on September 6, requesting to close account ###-###-#### which was completed on October 2nd, the end of the bill cycle The final account balance due on this account was $as reflected on the October 1st, November 1st and December 1st bill statements. There was no payment received therefore the account was turned over to an Outside Collection Agency Frontier has reviewed the July 26, call and found that Mr*** provided account number *** when calling to cancel his account. The representative confirmed that he had phone and TV service however disconnected only the account that had TV and Internet service which was completed on August 4th. Although the customer provided only one account number when calling to close his account, based on a review of the call recording a credit of $has been applied to ###-###-#### adjusting the account to a zero balance. Notification has been sent to the Outside Collection Agency to advise of the credit adjustment on the account

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 has been experiencing intermittent speed and connectivity issues with his Internet
service from FrontierMr*** explains that although he subscribes to Frontier’s up to 6Mbps service, he is only getting MbpsHe also states that he has canceled the Internet service with Frontier due to the slow speeds and has been advised that he will be charged an early termination fee that he does not agree with Frontier has investigated the above statements and offers the following response: Frontier advises that Internet speeds are based upon many factors, including network congestion, customer location, customer equipment, and network interferenceCustomer speeds may vary over timeFrontier has investigated Mr***’s account and determined that Mr*** resides in an area with a surplus of Internet users that could be affecting Internet service speedsFrontier continues to work toward a solution that will improve Mr***’s Internet serviceIt is our expectation that Frontier will upgrade its network in Mr***’s area later this yearGiven that many factors could impact the timing of an upgrade; we cannot guarantee any specific date for project competitionFrontier will not be charging Mr*** an early termination fee for removing the InternetFrontier spoke to Mr*** on January 19, and he is aware of all of the above. 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’s Local Manager has advised that as of 2-14-17, various changes have been made over the past several days within the network in an attempt to isolate the problem, a specific path or piece of equipment.On 2/15/readout shows improvement for the exchanges of *** *** *** Test modems
moves were requested and completed 2-14-to the Mt Lake exchangeRequests were sent to the field to contact and evaluate customers previously impacted in various exchangesFrontier’s Local Managers and Engineers are continuing to investigate this concern.Frontier has issued an out of service adjustment in the amount of $that will appear on the next billing statement

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Ms***’s account and issued credits in the amount of $for the months of October and November while her account was in dispute. The current balance due is now $
due by November 29, We regret any inconvenience that *** *** may have experienced as a result of the above matter

The Complaint states that: Ms*** advises that she has had several ordering and Customer Service issues with Frontier Frontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s service was disconnected at the
customer’s request on July 12, 2017.Frontier advises that a credit in the amount of $was issued on Ms***’s accountFrontier advises that we received correspondence via email from Ms*** advising that she cancelled her service based on her poor experience and does not require any further assistance

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Frontier is charging me for services I do not have on my home phone numberI have called every month since
they took over for Verizon and it is never resolvedI request a reduction in my bill and they raised it $ Frontier has investigated the above statements and offers the following response: Frontier discovered three accounts that were bundle, ###-###-#### (February 2, 1991- August 29, 2016), ###-###-#### (February 2, 1991-account currently activate), and ***(February 2, 1991-October 10, 2016) When Ms*** removed her high speed internet and video services the account then unbundled, causing separate charges. Frontier issued a credit on ###-###-#### in the amount of $11.03, and a credit of $pm the 2***account 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 satisfactory to me, but only because we now have an alternative choice for out internet serviceI have followed the recommendation of other area businesses having the same trouble, and I will be changing my provider for this service.
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.
Regards,
*** And *** ***