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 she was charged for a piece of satellite equipment that a Frontier technician picked
upMs*** states she has not seen the $owed to her and would like this refundedFrontier has investigated the above statements and offers the following response: Frontier has verified in this instance a technician was dispatched and had pick up the satellite equipmentFrontier has spoken to Ms***, advising her the $credit has been applied to her account Frontier has also expedited the refund for a 7-business day delivery. We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** has experienced as a result of the above matter Sincerely, Frontier Customer 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
The offer DISH made did not coincide with the original offer that I signed up forThe original sign up in December was for High Speed internet and DISH top for $While we understand there is an additional fee of $for the extra tv and taxes added to that bill, it should only come to $plus taxesDish wanted $per month according to my notes when on a three way conversation between DISH and FrontierThe would not acknowledge the deal in December or Deny it. Since DISH would not would not acknowledge the deal and wanted more a month then was the original cost, we denied it My current bill as of April 16th is showing a past due amount of $with new charges of $for a total of $260.89, these charges are past due to to fighting with Dish for being overcharged each month The $is due to credits that Dish gave me for being charged for Movie Channels that I have been charged for and did not subscribe toDonny told me that due to all of this I have late fees due to Frontier in the amount of $30.00, which this week I made a payment of $for the $late fees and an extra $to prevent anymore late charges till this matter is closed, so it does not get reported on our credit report.This bill was on the 16th and on Friday April 22, I received another Notice of Account Past Due of $198.87, ($for amount subject to Disconnection and $for Dish and $Directory/NON-Reg does not add up to $198.97, which is also incorrectI am not sure what is going to be disconnected as we have not had any of the Dish channels now for almost a week period due to being disconnected because of this issue. As of to date I have not received copy of the bills from Donald, I am assuming they should be coming in the mail this coming weekHe stated he wanted to go over these with meHe presented a resolution of the original agreement along with the extra box for the second TV at $for combined services a month and he would have to go in and fix the bill every month and Frontier would have to take care of the rest from DISHAt this point that is where the complaint standsI am still not happy with the DISH company for defaulting on their agreement in December and we have no desire to do business with them in the future due to our concerns once the first year is up.So at the present moment this is where we stand, we still have past due amounts through DISH, we have no service with them and Frontier hasn't come up with a solution as of date to all the past due charges until I get paper copies of the past billsSo as of today Sunday April 25, nothing has been resolved between the Company and ourselves.
Regards,
***/*** ***

Frontier has investigated the above statements and offers the following response: Frontier has issued time out of service credits to Ms***’s account as a one-time courtesy.Frontier has contacted Mr***, ensured satisfaction, and provided direct contact information should he require
assistance in the future 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

Thank you for referring the complaint of Mr*** *** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: Frontier advises the Fios Data 150/was provisioned at the correct
apartment *** however; the Billing Address was incorrectResearch determined that promotional discounts were missing from the accountThe following credits were issued: credit in the amount of $posted to the November bill, and credits totaling $posted to the March billIn addition, pro-rated credits totaling $generated when the account was disconnected.An additional credit of $was issued to the accountThe account currently has a credit balance of $On September 25, I left a message for Mr*** and provided my contact number should he require further assistance regarding this matter We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that the customer may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

Thank you for referring the complaint of *** A*** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms*** states she called Frontier to bundle TV, internet and phone and was told she would qualify for lifeline
discountsShe was quoted approximately $plus tax, but has been billed more than the quoted amountMs*** does not want to do business with Frontier and does not want any penalty if she cancels her service Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on May 16, and advised that she was quoted an incorrect amount for the bundle of TV, phone and internetMs*** is receiving the Lifeline discountAfter review of Ms***’s account Frontier has advised that she would incur no penalty if she cancels her Frontier servicesMs*** has been given credit in the amount of $for missing bundle discounts 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 Mr*** bringing this matter to our attention. The Complaint states that:Mr*** states that is still being billed for a service that he cancelled with Frontier in April
Frontier has investigated the above statements and offers the following response:Frontier advises that several attempts were made to contact Mr*** regarding his complaint.Frontier left messages for Mr*** but received no response.Frontier sent Mr*** a letter apologizing for any inconvenience that this has caused him providing him with direct contact information if he has further questionsWe 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she was offered a triple play package for telephone, Internet and television for $per
month before applicable taxes.Ms*** states that she is not being billed correctly for the plan she was offered.Ms*** advises that the telephone service has not been connectedMs*** states she has been promised credits; however, she has not received them.Ms*** also states she has not received statements in the last four monthsFrontier has investigated the above statements and offers the following response: Frontier advises that the Triple play plan is per monthFrontier advises that Ms*** is being billed $before taxes for the internet and television planFrontier spoke with Mr*** on November 15, and advised that an order can be placed to add the telephone service and the monthly cost would be Mr*** declined and decided to keep the Internet and television services bundle he currently has.Frontier advises that adjustments totaling in the amount of have been issued for missing promotional credits as well as an adjustment of $for a TV installation fee that was billed in errorFrontier issued adjustments in the amount of for late fees that were applied due to the billing errorsAn additional adjustment in the amount of $was issued for missing promotional credits that were due to Ms*** and will be reflected on the next statementThis covers up to the October statementFrontier advises that Ms***’s mailing address was not updated when her services were transferredFrontier advises that the July and August statements were mailed to the old address in errorFrontier confirms that the address has been corrected and the September and October statements have been sent to the correct locationFrontier also emailed copies of the July and August statements to Ms***Frontier spoke with Mr*** on November 15, to review this information with him 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 reviewed Ms***’s account and found on August 11th a technician was dispatched on trouble ticket #*** reflecting no lights on modem and a possible bad modem. The technician tested the service and found that it was working good to the Network Interface Device. The
technician was unable to reach the customer and indicated that an isolate charge of $appliesFrontier advises on August 18th a technician was dispatched on trouble ticket #*** reflecting no power to the modem. The technician made contact with the customer and replaced a broken modemFrontier has investigated Ms***’s account and has determined that due to a surplus of traffic in her home or immediate area, network congestion could be affecting Internet service speeds. Contact was made with Ms*** on September 28th to advise that a credit of $has been applied to the account waiving the Technician Isolation charge plus tax as the technician should have programmed and delivered a new modem to resolve the trouble

The Complaint states that: Mr*** advises that he was promised a rate of $a month before taxes and surcharges when he ordered Frontier phone, internet and TVMr*** advises that he has continually been overbilled for his Frontier services Frontier has
investigated the above statements and offers the following response: Frontier advises that a thorough audit of Mr***’s account has been done, and throughout Mr***s time with Frontier, credit was issued to make up for the difference that was billed incorrectlyFrontier advises that we spoke to Mr*** on December 5, and he advised that he did not want to be contacted by Frontier any further

Frontier CommunicationsThank
you for referring the complaint of *** *** ***
to our office for reviewWe appreciate Ms*** *** bringing this matter to
our attention.Frontier
has investigated the above statements and offers the following response:Frontier thanks you for referring the additional concerns of *** *** *** to our office for reviewFrontier has reviewed these 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 Ms*** ***
has experienced as a result of the above matter.Frontier Specialist: Rebecca N*** Department: Executive 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
Frontier states that a service technician resolved the issue, also states service tech told me everything is OK.my service still ot working as well as all the neighbors service with frontier.there saying I have service when I do not.they are lying to me
Regards,
*** ***

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 every time she contacts Frontier, she is quoted a price for services and then billed at
least $higher than the quoted rateMs*** states that she contacted Frontier to take advantage of an HBO offer and was advised this change would only increase her bill by $a month, but instead the next bill showed a $differenceMs*** states that her bill keeps increasing even when she does not contact Frontier, so she ends up having to call in againFrontier has investigated the above statements and offers the following response: Frontier records confirm Ms*** was previously receiving a $promotional discount on her statement that was to last for monthsThe expiration date of this discount was 1/17/Frontier records confirm that Ms*** contacted Frontier to add the HBO plan on 12/23/The next scheduled statement to print after this change generated on 1/4/During this cycle, the $discount was expiring, so only a partial discount applied and the new increase with HBO took effectFrontier records show that Ms***’s 2/4/statement no longer included any promotional discounts as all had expired, resulting in the further increaseFrontier has reviewed the call from when the $month credit was added to Ms***’s account on 1/17/and confirmed that the agent advised Ms*** this credit would last for one yearFrontier confirms that Ms***’s monthly statements have reflected the expiration date of the discountAdditionally, bill messages on page of the 12/4/and 1/4/statements under Important Customer Information was included, advising that the promotions were expiring and that the price would be increasingWe 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 *** *** bringing this matter to our attention The Complaint states that: *** *** stated he had billing issues since changing his Fios Data speed from 100M/100M to 150M/150M and he has
been unable to get billing issues resolved Frontier has investigated the above statements and offers the following response: Frontier reviewed the billing since the account began with Mr***Credit had already been issued for the two months that the 150M/150M data had been billed at the incorrect rateFrontier credited late charges on the disputed amounts and credited a disputed installation charge as wellMr*** reported this resolved the complaintWe 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 him bringing this matter to our attention
The Complaint states that:
• Ms*** is stating that she was quoted a rate of $plus taxes when she placed her initial request for new Frontier
services on 2/7/She states that she was advised by subsequent agents that the order needed to be reissued, and the rate of $was confirmed again
• Ms*** says that when she received her first billing statement for $and called to have it rectified, she was advised that her monthly charges could not be corrected
• Ms*** states that she spoke with agent Erinn who reviewed the sales conversation and confirmed the rate quoted of $155.99, however she would only be able to apply an adjustment for monthsShe says the Erinn escalated the matter to a supervisor however there was no guarantee they would be able to further assist
• Ms*** is requesting to have the monthly rate quoted of $
Frontier has investigated the above statements and offers the following response:
• Frontier records show that Ms*** was quoted a rate of $plus taxes/surcharges
• Review of the account history confirms that Ms***’s first billing statement was incorrect at $and the agent she contacted on 2/17/failed to resolve the matter
• Although the rate of $was not a valid offer, in this instance agent Erinn on 3/2/agreed to honor the price for months with a manual credit
• Ms*** has since disconnected her service and the final balance will be manually adjusted to the monthly rate quoted after the final billing statement cycles
We trust that 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 can advise that Mr*** was successfully transferred on July 6, 2016.Frontier’s Consumer Relations department contacted Mr*** on July 7, and he advised all services were working well and he was very satisfied with the quick resolution

Frontier CommunicationsThank you for referring the
complaint of ***
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Ms*** advises that their services were not working.Ms*** advises that she was trying to get an
expedited due date to get the phone lines working/Frontier has investigated the above
statements and offers the following response:After a review of the account, the customer reported the issue on November 02, with a commitment of November 6, for no internetFrontier records reflect that a tech was dispatched out on November 4, and found the line was cut by another companyFrontier repaired the issue on November 4, 2017.Frontier representative have made several attempts to contact the customer and was unsuccessfulWe 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 Specialist: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

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*** states that his service is missing channels and when he called in he was advised it would be a $increaseMr*** states that he finally got his channels however it took longer then what he was advised it would take to get his channelsMr*** states he service then stopped working and he was advised that it would take days to get his service restored Frontier has investigated the above statements and offers the following response: Frontier reviewed the case and we show a technician was sent out and restored the service.Frontier issued a onetime credit of $ 25.00.Frontier spoke with Mr*** who confirmed that he service were restoredWe 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

Good Morning,This issue has been resolved. Service has been restored. Credit in the amount of $has been issued to Ms***'s account. I spoke to Ms*** this morning and verified satisfaction.Thank YouSerena J***

Frontier CommunicationsComplaint Number: 11642224 Company
Code: N/ACustomer Name: ***
***t Phone: ###-###-####Thank you for referring the complaint of Mr*** ***t
to our office for reviewWe appreciate Mr***t
bringing this matter to our attention.The Complaint states that:Mr*** ***t cancelled FiOS Television and Telephone service on June 23, 2016.His FiOS Telephone service was not working prior to their disconnect request.He continues to receive uncorrected statements and was disconnected.Frontier has investigated the above statements and offers the
following response:Our records indicate we spoke with Mrs***t on June 23, to disconnect FiOS Television and Telephone serviceCredits issued were applied on a prior statement for the FiOS Telephone service outage claim.We have spoken with Mr***t on August 03, and advised that we issued credit, $353.98, for service billed in error.His credit will reflect in to bill cyclesWe trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Mr***t has experienced as a result of the above
matter.Frontier
Specialist: Bridget
G*** Department:
Executive Relations Telephone Number: ###-###-####
Ext.1113138 Fax Number: ###-###-####

Frontier
CommunicationsThank you for referring
the complaint of *** *** to our office for reviewWe appreciate you
bringing this matter to our attentionThe Complaint states that: Mr*** states he would like prior bills adjusted to a lower rate and credits applied to his account.Frontier has investigated
the above statements and offers the following response: Frontier reviewed the account and we show customer to already have all available promotions for his accountFrontier issued a manual credit for previous bill statementsFrontier spoke to Mr*** and advised of the above informationFrontier advised a manual credit will apply to the current billFrontier reviewed the rate going forward which Mr*** expressed he is in agreementWe trust that this
information will assist you in closing this complaint. We apologize for any inconvenience the
customer has experienced as a result of the above matterFrontier Specialist: C
B*** Department: Customer
Relations