Frontier Communications Corp.

Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises she has billing discrepancy on closed accountFrontier has investigated the above statements and
offers the following response: Frontier spoke to Ms*** and Ms*** advised issue has been resolved.Frontier issued corrective adjustment.Frontier has set a follow up to ensure accuracy. 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

Thank you for referring the rebuttal *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The rebuttal states that: Ms*** also advises that she signed up for Frontiers Internet for speeds as fast as 24Mbps but has never received these speedsMs*** states she has never gotten over Mbps.Ms*** states that technician was sent to her location without contacting her by phone or emailMs*** is requesting that all charges be removed from her account and the account be closedFrontier has investigated the above statements and offers the following response: Frontier advises that there was an error on the order to upgrade the internet to the Simply Broadband Ultimate serviceFrontier advises that the statements from November to February statements were adjusted to the lower speed rateFrontier advises that the total adjustments that are due to Ms*** is $Frontier advises that an adjustment of was applied to the February statement for missing promotional discounts. Frontier issued an additional adjustment in the amount of $on February 22, that will be reflected on the next statement issued on March 13, Frontier advise that several attempts were made to contact Ms*** via phone; however, were not able to get through on the number providedFrontier mailed a letter with direct contact information and received no return callsFrontier issued a repair ticket to have a technician check and repair the internet speeds according to the plan that she hadFrontier advises that Ms*** refused the repair advising the technician that she was no longer a Frontier customerFrontier advise that the account is closed and there are no further adjustments to be issued to Ms***’s 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 has investigated the above statements and offers the following response: Frontier dispatched a technician on November 18, Frontier was unable to gain access to the residence and left a message for the customer.Mr*** then contacted the technician leaving a voice mail that
was garbledThe technician called the customer back the same day (November 18, 2016) and went back to the locationThe technician was unable to gain access on the second attemptOn November 20, a technician went to the location and was unable to again access.Mr*** was issued a credit of $ 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 meThank you very much for your help
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,
*** ***
I have received assurances over the phone, but nothing in writing yet

Complaint Number:* Customer Name: * Phone:*
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: *** has received several bills and has not been able to get a credit balance transferred to her live account Frontier has investigated the above statements and offers the following response: Frontier contacted *** and advised that we will transfer the credit balance of from the old account to the live accountWe 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 matterTell us why here

Good MorningFrontier has reviewed the account and has agreed to apply a full credit Credit has been applied and the account now has a zero balance. The most recent credit applied was $and was issued on November 2, 2016. The final bill will generate on December 1, and
this statement will reflect the zero balance. Frontier was not provided with a contact number for Mr*** to advise

Frontier Communications Thank you for referring the complaint of *** *** to our office for review We appreciate his bringing
this matter to our attention The Complaint states that: Mr*** has been attempting to secure internet services for weeks He provided billing information and an account was setup, but it keeps getting delayedMr*** was sent a router, told it would be a self-install, and then advised a tech would need to be sent out. No tech arrivedThe appointment was rescheduled timesMr*** requests Frontier finish the jobFrontier has investigated the above statements and offers the following response: Mr*** initially contacted Frontier on November 6, and requested to install Frontier Simply Broadband Ultimate internet service. It was determined after the order was placed that the facilities were not available in his area to support the Broadband UltimateMr*** was contacted to advise the requested serice was not available, and the order was changed to reflect Broadband MaxThis required the installation be rescheduled to November 18, Frontier was unable to install on the newly scheduled date due to an excess of repair issues in the areaThe installation was rescheduled to Monday, November 21, On November 18, MrsAnd Mr*** called Frontier and requested to terminate the account and cancel the installation 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises his promotions expired and has billing discrepancyFrontier has investigated the above statements and
offers the following response: Frontier spoke to Mr*** on November 09, and reviewed Frontiers Everyday Low Price for existing customersMr*** advised he would like to disconnect land line phone and TV plan and have just Fios Internet 150/and existing routerOrder *** completed successfullyFrontier advised Mr*** that a follow has been created to ensure bill accuracy 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: Ms*** subscribes to Stand Alone Broadband Max service. Contact was made with Frontier on March 11th in regards to not being able to access Frontier’s Online website. The representative attempted to
reset the password but received an error message. A new account was established and an email was sent to Ms*** to confirm the new account. Contact was made with Frontier’s Internet Help Desk on March 12th in regards to not being able to connect to the internet. The technician performed troubleshooting and placed trouble ticket #*** with a due date of March 15th. March 15th the technician put the correct username and password in the customer’s modem; the internet light went green; and the internet tested good on the customer’s laptop. A credit of $was applied to the account for internet service dated March 12th through March 15thMarch 15, 4:07pm contact was made with Ms*** who confirmed that the internet service was working. A review of her Frontier Online access information determined that the email address on file was incorrect. A trouble ticket was placed to update the information and advised Ms*** that I would follow up with her tomorrowMarch 16, 9:35am contact was made with Ms*** to advise that the email address has been updated. I provided her with the information and she was able to log into Frontier’s Online website. An additional goodwill credit was applied to Ms***’s account as she incurred data usage charge on her cell phone due to not being able to access the internet service. She was satisfied

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
Regards,
*** ***
I believe my payment has covered the future months September to OctoberThe payment I made on September 20th was all made in advanceAlso, you're company charged me the toll call and late fees which is not fairI never agreed to pay the toll fee when I signed up for the serviceIf I had known, I would not of call your service at all as everyone in my family has their own cellphone and I have never had to pay any previous tollsSo, why am I being charged now?Not only that, your company cut my phone line on September 20th even though I have paid for it in advance

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 had to contact Frontier four times to get a technician to correct the issueTheir response to me on this matter is typical of how they treat their customersThey do not care about keeping a customer because Frontier is the only option in my areaAnd they know this, so why attempt to satisfy a customer? A $credit for outage time, time on the phone with poorly trained and rude call center people and time to complain to someone is a joke.
Regards,
*** ***

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attentionThe Complaint states that:Ms*** states that she experienced a delay getting her service connected at her new addressFrontier has investigated
the above statements and offers the following response:Frontier investigated Ms***’ accountFrontier advises that an order was placed to transfer Ms***’ services and was completed on October 24, 2016.Frontier issued an adjustment in the amount of $for the delay of her services being transferred to her new addressFrontier spoke with Ms*** on October 26, Ms*** confirmed that her services were functioning properly.Ms*** is satisfied 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her for bringing this matter to our attention The Complaint states that: Mrs*** applied for services for a quoted rate but she was not billed the rate quotedShe was not advised of
activation fee Frontier has investigated the above statements and offers the following response: Frontier has reviewed Mrs*** account and determined the promotions for the quoted rate did not activateFrontier has credited the account to the rate quoted and credited the activation feeAccount has been cancelledFrontier has called and left Mrs*** a detailed message on voice mail advising of credit issued, we have sent an email to address on complaint advising of credit issued 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I am still not seeing the credit on my account and until I see the credit I will not consider it resolved to many issues with this company

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 service for two days after waiting for a week to get his Internet installedOn the third day it
stopped working and called technical support and to resolve the issue over the telephone, a repair ticket was placed with over two weeks of waiting for a technician to get it back working.Mr*** advises he was transferred over to someone else and was informed because of Thanksgiving someone would be out on Monday, November 27, 2017. Mr*** advises no tech showed up on Monday and called Frontier and was advised not until December 6, at the earliestFrontier has investigated the above statements and offers the following response: Frontier investigated and a technician went out on Tuesday, November 28, and reported the service was working and would continue to monitor and check back with Mr***.Frontier advises that the technician on December 1, reported no trouble found but suggested to Mr*** to do a speed upgrade.Frontier advises that an order was placed to upgrade the speed to the Broadband Max and was completed on December 4, 2017.Frontier advises that credit has been applied to the account in the amount of $and will show on the next bill statementWe 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 Ms*** bringing this matter to our attention. The complaint states that: Ms*** advises she lives in a four apartment building and her Internet stopped working. Ms*** called
Frontier and a technician was sent out and determined that the building needed rewiring and because she called Frontier she was charged for rewiring the whole building without charging the other apartments. Ms*** advises that she refused to pay and her Internet was disconnected leaving the other apartments workingFrontier has investigated the above statements and offers the following response: Frontier Investigated and advises that Ms*** was charged for one hour of jack replacement work and an additional minutes of labor for a total of $for her apartment only.Frontier advises that Ms***’s account was disconnected by collections on October 25, for non-payment for a past due balance owed.Frontier attempted to reach Ms*** by telephone to advise of the above but was unsuccessful. An email was sent out to her with no response back. We apologize for any inconvenience that Ms*** has experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: Verizon stated that Mr*** was told he would be charged $a month with two year term commitment.Frontier sent their first
bill for over $238.Frontier stated that Mr*** increase his Internet speed and price.Mr*** states that he did not authorize any changes to his service.Mr*** states that he should not be charged any early term fee if he cancelsFrontier has investigated the above statements and offers the following response: Frontier will not charge an early term fee and has placed an order to remove the increased Internet service speed at his request.Frontier will issue a monthly credit of $78.27.Frontier attempted on April 30, May 4, and May 5, to contact Mr***.Frontier sent out a letter requesting Mr*** to give us a call.Frontier provided Mr*** our direct line and extnumber for further questions or concernsWe 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 him bringing this matter to our attention. The Complaint states that:Mr*** advises he had trouble with the DSL internet service, he called Frontier and states he was advised he was on a month to month basisMr*** was charged an early termination fee of $200.00. Frontier has investigated the above statements and offers the following response:Frontier spoke to Mr*** on October 23, and advised that he was still in contract until August 24, 2017, a bill message located on page of advises of the automatic renewal on August 24, 2017, it also states the auto renewal can be cancelled at least thirty days prior to renewal by calling Frontier CommunicationsMr*** did not cancel the auto renewal by calling Frontier thirty days prior to the August 24, renewal, the service with Frontier was cancelled by porting out on July 27, The contract for the August 24, 2016-August 23, term was not fulfilled, the $early term fee appliesFrontier has no record of reported trouble tickets with the internet service provided to Mr***, connection date June 10, through June 27, 2017. 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