Frontier Communications Corp.

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 calls in April to have services disconnected the end of the month but the service
was disconnected April 20, Ms*** advises Frontier reconnected her services for the remaining time she needed it and she called back again May 2, to disconnectMs*** advises she received a bill for $ for the entire month on the reconnected account and she was sent to collections Frontier has investigated the above statements and offers the following response: Frontier advises Ms*** paid for her services thru May 1, Frontier credited the entire amount of $ and has also advised the collections agency of the credit and zero balance.Frontier spoke with Ms*** on August 22, and advised of the above 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

Frontier CommunicationsThank you for referring the
complaint of Dawn
*** to our office for reviewWe appreciate Ms*** bringing
this matter to our attention.The Complaint states that:Ms*** believes she is being overbilled and / or billed incorrectly.Frontier has investigated the above
statements and offers the following response:Frontier has reviewed the additional remarks and the company’s position has not changed.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that MsMorrison
has experienced as a result of the above matter.Frontier Specialist:
Rebecca N*** Department: Executive
Consumer Email: *** Relations

Tell us why hereThank 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 has been without TV, Internet and phone service since April 27, 2016.Frontier has investigated the
above statements and offers the following response:Frontier apologizes for any inconvenience this may have caused.Frontier had placed a trouble ticket for Mr*** on April 27, 2016.A Frontier Technician was sent to Mr***’s address on May 5, and resolved his Internet and Television issuesTechnician was unable to get his phone working due to a provisioning error at that time.Frontier resolved his phone issue on May 6, 2016.Frontier has applied a $credit to his account for nine days of service interruption.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:Yes, we are satisfied with this action, but dismayed that it had to be escalated to this degree to get a responseShame on Frontier and their customer service representative who failed us
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Per Frontier records, the port out request was cancelled by the customer. A call was made to *** of which a representative verified that the *** had called to cancel port order. A new port order was created and customer was advised that Frontier voice service would
automatically be disconnected. An adjustment in the amount of $is being approved which will leave the *** with a balance of $89.18. They will receive a final bill in the mail within 2-weeks advising of new balance. A representative tried reaching out to the *** to advise and unfortunately, they were not available. If needed, I can be reached at *** *** *** ext *** for future questions or concerns. 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*** 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she cancelled her Frontier internet service only one week after having it installed but
then received an invoice in the amount of $ Ms*** advises that she should only have to pay for one week of service and be credited the remainder of the bill Frontier has investigated the above statements and offers the following response: Frontier advises that Ms*** was billed for one month in advance and various one-time charges, which included an internet activation fee, service order charge, connection charge, processing fee, and a handling fee for the delivery of the routerFrontier advises that Ms***’s account has been credited for the days in which the service was not used and all of the nonrecurring charges, with the exception of the handling fee. Frontier also advises that the customer will only owe for one week of service plus the handling fee. Her remaining balance is $Frontier left a message for Ms*** on September 18, 2017, and advised her of the remaining balance on her account 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 review
We appreciate him bringing this matter to our attention The Complaint states that: *** *** states Frontier cut his cable services in errorHe did get the cable back on the same dayThis was not a payment issue he states all payments were made on timebill runs $per month but his next bill was $*** *** states prior to getting this bill his two- year pricing was about to expire so he changed his service to internet and local channels only and states he was quoted $per month with local channels, same boxes and 100/internet service*** *** would like Frontier to bill what he owes and for the current bill to be for what he hasFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on April 23, and advised that after review of the account his balance due is $A credit of $was issued on the account to clear over billing on the account.Frontier advises Mr*** that his billing going forward till April 19, is approximately $plus taxes and fees on a month to month service.Mr*** presented no further questions or concerns and has direct contact information for the futureWe 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: Kelly E*** Department: Customer Relations

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*** advised Frontier he was told gift card offer was sent in 30days Frontier has
investigated the above statements and offers the following response: Frontier advised Mr*** the gift card promotion does take days to receive the gift cardFrontier explained an account needs to be active for days with good payment history to qualify, once qualified fulfillment takes up to 30days 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

The complaint states that: Mrs*** advised her bill has fluctuated significantly since July 2016. In addition; she was advised on multiple occasions credits would be issued but only received a credit in September but not October. She would like to receive the service she
pays for and her bill to remain steady every month at the agreed amount. Frontier has investigated the above statements and offers the following response: Ms*** received credits that reflected on the following billing statements: September 2016, January 2017, March and May 2017. Additional credits have been issued for missing bundle discounts not received due to a provisioning issue. The credits issued on 6/27/resulted in a current credit balance totaling $96.95. In addition; an order was submitted to ship a router to Mrs*** which should be received in the next few days and correct her FiOS Data service issue. Our expectation is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again. 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

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,
*** ***

Thank you for referring the complaint of Ms
*** *** to our office for reviewWe appreciate your bringing this matter to
our attentionAccording to the complaint: Ms*** states her monthly rate is higher than the agreed upon amount for the Fios Double BundleFrontier has investigated the
above statement
and offers the following response:After viewing the change order that was processed on November 4, it appears there was an upgrade the Double Bundle from the previous rate of $(month term) to $(no term)The upgrade includes Fios Data 150/and Fios Ultimate HD TVAn order was processed on January 11, to downgrade back to the original services, but without the termThe current monthly rate is $158.98; which does not include taxes, fees and charges for any products outside the bundle such as set-top box rentals, video-on-demand, premium channels, and security and gaming services.If Ms*** wants to commit to a month term for the current services, the monthly rate is $per month with an associated prorated early termination fee of $230.00; which does not include taxes, fees and charges for any products outside the bundle such as set-top box rentals, video-on-demand, premium channels, and security and gaming servicesWe trust this information will assist you in
closing this complaintFrontier apologizes for any inconvenience the customer
has experienced as a result of this matterThank you,Edna CExecutive Customer Relations

Confirmed the number provided was WirecardDialed the number and reached a Wirecard representative. The customer needs to make sure she is dialing ###-###-####

Frontier has reviewed the account of *** *** and finds that he disconnected his service on May 2, Mr*** currently has a credit balance in the amount of $and Frontier has submitted a request to expedite a refundMr*** can expect to receive this refund by mail within 14-
business daysFrontier does apologize for any miscommunication or inconvenience caused

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12251516, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Frontier advises that they dispatched a technician to Mr***’s on July 4, Not true No tech visited Besides, the outages are due to outside plant faults--not the equipment in my home Frontier states that they Spoke with *** on August 1,to verify he was not having any issues Not true I said that Frontier's poor service takes excessive amounts of time from me. Frontier states that Mr*** satisfied with resolution Not true I want a discount and to be released from Early Termination Fee in case I terminate Frontier.
Regards,
*** ***

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*** states issued with Hot spot, speeds and pricingFrontier has investigated the
above statements and offers the following response: Frontier advises the Frontier Hotspot gives access to Residential and Business customers when away from home and near a hot spot locationHot spot was removed from the account April 2, as requested.Frontier advises Ms*** account has been rebundled to $ plus tax, surcharges and fees for months thru April 2019.Frontier was unsuccessful in reaching Ms*** to confirm the aboveWe 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

Frontier had found that the initial order that established services were to have been for two phone lines with unlimited calling and internet for a monthly price of $232.99+taxes per month.Frontier found that the initial order written by the sales agent was not placed correctly. This resulted
in the customer getting billed a monthly price for two lines and internet for a monthly fee of $246.99+tax monthly and failed to include unlimited calling.Frontier had placed an order that corrected their package on October 9th 2017. Also, Frontier had credited the $monthly price gap for months. This created a total adjustment of $210. Frontier had also credited usage the customer was billed from the initial activation to October 9th. This was a credit of $in adjustments for usage. The total credit applied to the account $that posted onto the account on November 27th once state and regulatory fees were applied to the $in adjustment

Ms*** advised that her account has not been credited
• Frontier Communications apologize for the inconvenience
• Frontier Communications GM specialist, Katie O*** spoke with Ms*** this morning to address and resolve her concern
We trust 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 Specialist: Katie ODepartment: General Manager

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 have no idea what the Frontier response is about. I asked to be relieved of a fee that I was not informed of for the past three years. I have not accepted an Amazon Gift Card from Frontier in regard to this complaint nor in regard to the monthly bill for service with Frontier. There have been numerous calls regarding the interference of the service and they have admitted that there was interference as well as at least or service calls. The complaint is not about the service, it is about the $fee they are charging me for discontinuing the service. I was never informed of this and feel the fee has been added as a result of my wanting to discontinue the service. They have not answered the complaint
Regards,
*** ***-***