Frontier Communications Corp.

The Complaint states that: Ms [redacted] advises that she returned her Frontier equipment on October 16, via UPSMs [redacted] advises that Frontier has charged her for her equipment as unreturnedFrontier has investigated the above statements and offers the following response: Frontier advises that we have requested that Ms [redacted] provide the UPS tracking information she used to return her equipmentThe information provided by Ms [redacted] did not contain a valid tracking numberBased on this, we must sustain the charge for the unreturned set top boxFrontier advises that we spoke to Ms [redacted] on January 31, to advise of the above

After Frontier took over Verizon's service, I was overcharged on every bill for the first five months Every month I had to spend hours of my time to get the bill corrected, and every month I was assured that future bills would be correct After five months, I filed complaints with the Federal Trade Commission and the Revdex.com Then, I was not overcharged on the sixth bill I got from Frontier Based on Frontier's past performance, I have no reason to believe that they will not start overcharging me again

Frontier has reviewed the account of Ms [redacted] and finds that on 01/18/left a modem as precaution as all tested well with the internet upon his investigation.On 01/25/a technician again found no troubleThe customer’s internet was running at 3.7/however the technician again as a precaution did filter the customer’s service inside and outside and placed a new double jack.On 02/02/the technician again found the service running at 3360/with no errors.Ms [redacted] is eligible for the $pricing that the Attorney General’s office negotiated with Frontier The price decrease has appeared in the form of a credit on her billing statements each month since 9/28/16.Frontier can also advised that no changes have been made to Ms***’s account with the exception of a deferred payment arrangement made with her on 11/18/in the amount of $to be paid over a month period of time in the amount of $each month in addition to her monthly billingThe arrangements first payment generated on her 11/28/statement

Frontier has reviewed Mr***’s account and credited the account $leaving a balance owing of $as advised upon disconnection of services.Frontier spoke with Mr [redacted] November 8, and advised of the aboveWe trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter

Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that: Mr [redacted] advises that he had an account with Verizon until they sold his account to Frontier Communications Frontier sent me a bill but it will not allow me to make the payment online after I have completed the account registration processFrontier has investigated the above statements and offers the following response: I have reached out to Mr [redacted] on May 5, and on May and left a message both times with my name and direct contact information I checked Mr [redacted] account this morning and a payment of $was made with his online account on May 6, and as of today May 10, it now shows that he has a zero balance.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] 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 [redacted] , and find that this resolution is satisfactory to me Frontier followed up with me personally and apologized I'm thankful for the response and hope the training to their CSR's is adequate and their overall customer service improves Thank you Regards, [redacted] ***

Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states she had her Internet service disconnected in October of without notice Ms*** was offered to defer her payment at this time and she was told this would be a percentage of her back balance being added to her new balance Ms [redacted] states she asked at that time what would she do when she was caught up and she was told to just call and they would remove her deferred payment plan Ms [redacted] states she was not told once that she had to pay an additional fee every month for the deferred payment planMs [redacted] states her bills have been automatically turned over to her emails without her consent, which means no more paper billsMs [redacted] states she called in on February 5, and she got transferred without her knowledge, then she got to talk about this situation and was told she was a liar and was hung up onFrontier has investigated the above statements and offers the following response: Frontier found that Ms [redacted] was actually disconnected on September 20, Frontier has pulled this call and reviewed it Ms [redacted] spoke to a collections representative and asked for a payment plan The representative gave her a deferred payment arrangement for her total balance of $ Ms [redacted] agreed to pay 20% of the balance that day which was $as a down payment, the rest of the balance was to be split at Ms***’s request over the next months, this would be $added to her current charges every month starting with the October bill and will continue through the October billing Ms [redacted] can pay off the remaining part of the deferred payment arrangement early Ms [redacted] would have to pay the current charges and then however much is left on the deferred payment arrangement Today her account balance is $however she still owes seven months on the deferred payment arrangement which would be $118.86, if she were to pay this amount right now her deferred payment arrangement would be removed.Frontier sent notice to all of their customers on the September statements that “Frontier is going paperless Effective on your next bill there may be a $charge to receive a paper bill.” Ms [redacted] can still receive a paper bill if she would like to however she would need to either go online and modify that or call customer service to get help to have that changed.Frontier has reviewed the situation from February 5, and Frontier apologizes for the way Ms [redacted] was treated by the representative that she was in contact with Frontier will not tolerate this type of treatment to any of its customers, this representative is currently being coachedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] 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 [redacted] , they did in fact contact me however the email that they reaffirmed was the same email that they had in there file from the beginning of the signing of the said contract.This was not the reason for their delay We had given their office said email numerous times However, we have received said Amazon gift card on January 18, by a Barbara from their corporate offices The only reason we have received the Amazon Gift card which should have been paid and received back in November is because we had to file a complaint with the Revdex.com offices This is sad I also had to ask for the additional $grievances However, this doesn't even begin to compensate for the hours and multiple conversations we had with the companies representatives to resolve this without bringing the Revdex.com into this matter So please note the email response given by Frontier is a diversion from their poor customer service and the obvious policies of the company Thank you for your help Revdex.com in this matter Regards, [redacted] ***

Frontier has investigated the above statements and offers the following response: · Frontier records indicate a move of services order was completed on 9/2/17, followed by a repair ticket that was completed on 9/5/The field technician verified the services were working properly before closing the repair ticket· Frontier has issued the proper out of service and connection fees adjustments to Mr [redacted] ’ accountThis action has corrected the current billing We regret any inconvenience that [redacted] may have experienced as a result of the above matter

Thank you for referring the complaint of: Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advised that his bill was not what he quoted Frontier has investigated the above statements and offers the following response: Frontier Communications advised they spoke with Mr [redacted] to advise that they are honoring his quoted pricing and have issued applicable creditsMr [redacted] was satisfied with the resolution We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

The following is in response to Ms [redacted] ’s rebuttal: A review of the initial sales call recording found that the agent asked Ms [redacted] what speed she was currently receiving Ms [redacted] did not recall what the speed was but stated that she thought it was called blast The agent explained the difference between shared internet with cable and dedicated internet with Frontier The agent did not make an exact speed comparison as the customer did not give an exact speed.There is no record of a service order or trouble ticket scheduled to dispatch a technician on December 23rd.Frontier advises that a collections notice was mailed on February 27, advising that the account was past due $ Failure to respond to this debt would initiate additional collections proceedings Including but not limited to, referral to an outside collection agency within days of the letter Ms [redacted] paid $on March 7th therefore no further action was taken The credit of $for days of service and a courtesy credit of $for the payment processed were applied to the account on March 14, therefore the credit would not reflect until the next bill statement dated April 1st Frontier does not request that the modem be returned therefore no box is sent.Frontier advises that no further credit is warranted

Frontier CommunicationsThank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] signed up for cable and internet service for $per month but is not receiving the rate.He has received credit but is still out over $150.His past bills are not accessible.Frontier has investigated the above statements and offers the following response:We spoke with Mr [redacted] and reviewed his charges for accuracy and determined he was not qualified for the respective promotionHis account and prior bills are accessible with account numbers for his address of [redacted] t, Washington Mr [redacted] has made payments and previous credits were applied as a one-time courtesy.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced because of the above matter.Frontier Specialist: Bridget G [redacted] Department: Executive RelationsTelephone Number: 844/320-Ext Fax Number: 972/399-

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Enrique who responded to the complaint was able to ensure I received the services and rate offered at the time of acceptance for Frontier ServicesAt the time of this email the services/rate have been adjusted accordingly Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI have also, finally, received the credit due to balance my account to $ I will return the equipment as soon as the box or label is received, as of today 12-9-I am still waiting for this box from Frontier Communications Thank you for your assistance One step closer to completion on this complaint claim Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I did accept the credit they provided me at this time I have not accepted the remainder of their resolution, due to entering into a 2yr contact with them is not satisfactory to me to be able to receive a discount on my bill I still do not feel it is right that they can go back on a discount they previously gave me for with a date on my bill showing I was to receive it till March, I feel if I enter into a 2yr contact and right now they say I will receive it for a timeframe, what is to stop them from taking it back early like they did to the I was to receive till March, It does not seem to matter to them that I have it in writing on my bill I feel they should be made to honor what they state in writing, but as of now they are not willing to Regards, [redacted] ***

Frontier has reviewed the account of Mr [redacted] and finds that he has disconnected his account effective May 6, 2016.Frontier does apologize for any miscommunication and inconvenience caused

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that a few hours after his internet service installed by Frontier on December 3, 2017, he would constantly lose connection to the internet, and the service would go on and off on a regular basisMr [redacted] advises that Frontier sent him a bill for $180.00, and that the bill he received included charges for equipment and other additional charges, which he advises that a Frontier sales representative told had him at the time of order that he would not be charged for Mr [redacted] advises that he should not have to pay Frontier for the service that he was not receiving and wants to opt out of his contractFrontier has investigated the above statements and offers the following response: Frontier advises that there were some notes on Mr [redacted] ’s account from the Repair Department, from December 7, 2016, documenting that the customer was experiencing frequent disconnects and troubleshooting was performedFrontier advises that Mr [redacted] ’s service was suspended on January 31, 2017, due to the fact that customer never made a payment to Frontier, and permanently disconnected on February 21, Frontier also advises that the customer never had a contract with Frontier, thus there was nothing for him to opt out of, and he never called Frontier to cancel services.Frontier attempted to call Mr [redacted] twice on March 3, and on March 6, and sent him an email on March 6, 2017, but the customer has not respondedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier advises that an order was requested previously to change the phone service to a Limited local serviceFrontier advises the order that requested the above change, posted after the February 28th statement generatedFrontier advises that due to the above, changes requested did not reflect on the statement before the request for account disconnection occurred.Frontier advises that the above was factored into the final statement We regret any inconvenience that [redacted] may have experienced as a result of the above matter

Revdex.com:Although the writing is not what we discussed over the phone, I accept the terms as long as they agree:After the month promo is over I can decide to leave the company or sign up for a new promoAlso this month promo will make my bill roughly $175/month give or take some changeThat was what I discussed with Ramona H [redacted] at Frontier CommunicationsIf that is agreeable then yes, this resolution is satisfactory to me in reference to Complaint ID [redacted] .Again this is what I discussed with Ramona Howard and she agreedThe next step was to send it to [redacted] for me to accept the Revdex.com resolution Regards, [redacted]

Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he requested his internet services to be disconnected on June 15th, due to moving out of Frontier service areaMr [redacted] reports he followed up to receive his set top boxes with his new addressMr [redacted] has not received a final billing and advises his services are not disconnected only temporarily suspended Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Mr [redacted] and after further investigation Mr [redacted] had two accountsOne was disconnected, the other was temporarily suspended.The representative disconnected MrCalhoun’s account effective 10/25/and has given credits totaling $Mr [redacted] will receive a correct final billing within 1-bill cycles and the representative will ensure correct billingMr [redacted] is satisfied with this resolution We trust that this information Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Gabriela C*** Department: Consumer Relations Telephone Number: ###-###-#### Ext [redacted] Fax Number: ###-###-####