Frontier Communications Corp.

Thank you for referring the complaint of *** and *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The Complaint states that: Mr*** indicates that Frontier improperly charged him for phone, internet, and television
service when upgraded to Fios 150/internet speed.Frontier has investigated the above statements and offers the following response: Frontier records confirm Mr*** was upgraded on August 16, which caused an increase to his monthly charges. When the pricing was updated, the promotional codes were not added to the order in error. Mr*** should have been charged $204.98+taxes and surcharges beginning August 16, 2016. MrMueller has been given appropriate credit for the services billed from August 16, to the deactivation date of October 15, for the promotional pricing variance. An order was placed to deactivate service on October 15, 2016. The November 19, invoice will have system generated credits applied for services billed in advance from October 16, to November 18, 2016. Mr*** has been advised that no termination fee will be billed for deactivating service. A Frontier Customer Service Representative spoke with Mr*** on November 14, and confirmed he is satisfied with the resolution. The Frontier Customer Service Representative will continue to assist Mr*** with any future inquires.Our expectations 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 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*** states that he has experienced service disruptions to his internet and telephone services.Mr*** states
that multiple visits from Frontier technicians have not resolved his service issuesFrontier has investigated the above statements and offers the following response: A review of this account shows that Mr*** experienced service disruptions to his internet and telephone over the course of weeks beginning on November 1st through November 21st.Frontier communications has issued credits to Mr***’s account in the amount of for the amount of time he was out of service.A Frontier representative has spoken with Mr*** and confirmed that all his Frontier services are in proper working order.A Frontier representative has spoken with Mr*** and confirmed that he accepts these actions as satisfactory resolution for his 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

The Complaint states that: Ms*** advises that she had to reactivate her phone number after she thought her phone number was successfully ported to XfinityWhen the phone number was reactivated she was told she would only pay for the period from the time the phone was reactivated to
the day it portsMs*** advises that she was billed for a full monthMs*** advises that the amount has gone to collection and she would like it removed Frontier has investigated the above statements and offers the following response: Frontier advises that we have pulled the debt from collections

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Recurring billing issues with monthly charges Frontier has investigated the above statements and offers the
following response: Frontier Communications added the correct promotions that were missing on Ms***’s 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

Frontier Communications Thank you for referring the complaint of *** *** to our office for reviewWe appreciate his bringing this matter to
our attention.The Complaint states that: Mr*** opened account *** on December 3, Mr***’s first billing statement listed a two year commitmentMr*** did not ask for a two year commitment and was not advised of a two year commitment when establishing servicesMr*** contacted Frontier and was advised he was responsible for the two year commitmentFrontier has investigated the above statements and offers the following response:Mr*** had a phone and internet accountHe ported his phone number to another provider, which canceled his account, both phone and internetMr*** contacted Frontier and re-established an internet accountAs part of the conversation, Mr*** was offered an Amazon Prime membership free for one yearThis is a promotional offering of Frontier’s that requires a two year term agreementMr*** was not advised of the two year agreement during that conversationFrontier has contacted Mr*** and agreed to remove the year termWe will not charge an early termination fee, as his account will be on a month to month agreement.Mr*** has been provide my contact information should he have any further questions of concerns regarding his internet only accountWe 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 matterFrontier Specialist: Brian M*** Department: Customer Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate ***
*** bringing this matter to our attention The Complaint states that: Ms*** states that her bills has been increasing and when she called in she learned that she was on a contract which she was advised when she signed up that there were not contractsMs*** states that was also advised that if she cancels her service in the middle of the billing cycle the bill will not be proratedFrontier has investigated the above statements and offers the following response: Frontier review the account and we show that the promotion that Ms., *** will not be charged an early termination fee and we have made notes to her account.Frontier advises that part of the terms of service is that when an account is disconnected it will bill the customer until the end of the bill cycle and no prorated credits will be issued 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. I would like to have some time to ensure that the service performs adequately
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms*** states she upgraded her internet to 150/in September and was told her bill would be under $per month
Ms*** states her internet has been slow and dropping connection Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on December 19, Frontier advises the order to upgrade the internet was processed on October 16, 2017, the November and December statement were incorrectFrontier has issued the credit for missing discounts to Ms***’s accountFrontier has activated the promotions on Ms***’s account and will follow up on the January statement for accuracyMs*** advised she prefers to wait until billing is correct prior to speaking with technical support regarding internet 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

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 so much In helping me resolve this issue

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 Frontier reported a duplicate account to her credit report
• Ms*** says she satisfied a final
nonpaid balance last year, with the agreement that both the negative report and the duplicate report would be removed from her credit but neither have been corrected
• Ms*** is requesting that Frontier remove the duplicate and paid account from her credit
Frontier has investigated the above statements and offers the following response:
• Frontier records show that Ms*** had a non-paid balance that was written off in and due to system issue it was reported twice
• Review of the account history confirms that Ms*** settled on the final balance amount which she paid on 5/5/and she was advised that the reported ‘charge off’ would not be removed and it would show as being paidThere is no record of an update requested for the duplicate account
• Frontier has requested that the credit bureaus delete the duplicate account from MsBellow’s credit report and a letter has been mailed to Ms*** for confirmationThe ‘charge off’ report is valid and was already updated as paidFrontier advises it can take up to days for the bureaus to show the correction
• Frontier apologizes for the miscommunication and Ms*** has been advised of the amended balance due
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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** advises that she does not owe the balance with Frontier Communications Frontier has
investigated the above statements and offers the following response: Frontier advises that we have contacted Mrs*** and advised that we have generated a $balance for her account with credits.Mrs*** has direct contact information for further concerns. 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms***
bringing this matter to our attention The Complaint states that: Frontier failed to update Ms***’s billing address which led to missed payments and services being disconnectedFrontier charged fees to restore her serviceMs*** would like credit for the fees assessed to her account as a resultFrontier has investigated the above statements and offers the following response: Frontier billed Ms*** at her service addressIn January, Ms*** requested that her billing address be updated.Frontier has updated Ms.***’s address.Ms***’s services were disconnected and restored.A reconnection fee was applied to Ms***’s accountCredits for the reconnection fees assessed, were issued to Ms***s account on March 25, 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 matterTell us why here

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*** called in February and was quoted $per month for internet and cable with free installation.• Mr*** had
service for days that was so bad he cancelled immediately and sent his equipment back. • Mr*** was billed nearly $which included $for the installation and the other $was for the first month’s bill.• When Mr*** disputed the billing, he was told it would be cleared up but has found his account has been referred to a collection agency. Frontier has investigated the above statements and offers the following response:• Frontier records show that MrHebert’s order was placed on 2/12/and was completed on 3/9/15.• Account review found that Mr*** was quoted $per month for internet and TV with free installation.• Account review also shows that Mr*** was informed about pro-rated billing on his first bill. • Mr*** reported his internet service was out on 3/20/He was part of an area outageHis repair ticket completed on 3/22/15.• Frontier has submitted a credit adjustment for $on 9/4/which is pending approvalCredits include:o $for NRCs charged in error for a FiOS installo $for phone service which Mr*** did not ordero $for missing TV promotional discount.o $for missing DVR discounto $for unquoted set top boxo $for internet and TV due to service issues.o Remaining balance $86.02of is due to one month minimum billing.Frontier will contact Mr*** when credit review is completedA contact name and phone number was left on his voicemail on 9/4/15.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.Sincerely,Frontier Customer Relations

Thank you for referring the complaint of Russell *** to our office for reviewWe appreciate Russell *** bringing this matter to our attentionThe Complaint states that: Mr*** stated that he had multiple issues related to his DSL service over the last few yearsHe states that
Frontier is not opening repair tickets and is not reimbursing him for his time out of serviceFrontier has investigated the above statements and offers the following response: Frontier reviewed the repair tickets history on the accountNo new repair visit was scheduled as Mr*** has already disconnected his internet serviceFrontier investigated Mr***’s account and has determined that Mr*** resides in an area where high Internet usage during peak periods (congestion) could be affecting Internet service speedsFrontier credited Mr*** for two months of Internet serviceWe 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 *** *** bringing this matter to our attention The Complaint states that: *** *** states she has been quoted Nineteen dollars and Ninety-Nine cents for phone service, and has
been advised that she will incur a One-Hundred-dollar early termination fee for canceling the phone service Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account Ms*** has been misquoted for the phone service on the accountFrontier advises that The phone service eon the account Digital Phone Unlimited service bills at Thirty-dollars and Ninety-nine -cents.Frontier advises Ms*** has discontinued service with Frontier, the voice service will be disconnected on July 11, 2017, and its effective billing will end on July 10, 20717.Frontier advises Ms*** will not incur the One-hundred-dollar early termination fee

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that the refund has been processed as of February 18, Frontier advises that if the refund has not been received at this time, Citibank lost or stolen cards department may
be contacted at ###-###-####.Frontier has made multiple attempts to reach Ms***, but has received no response 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Although I appreciate the effort Richard put forth to contact me and resolve the issue the Frontier Sales representative and the service technician who installed the modem gave a verbal agreement the modem was no chargeSo I assumed there would be no charge but in fact there is a charge which I reluctantly paid instead of going through the inconvienience of switching to another potentially dishonest service providerMy decision to do so was based on previous experience with these companies (cable internet/TV/phone providers) who seem to have a monopoly on the service and the attitude to use trickery to scam money from hard working consumers
Regards,
*** ***

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 signed up for Frontier TV and internet services in September and was quoted
$112.00, including tax, and a promotion for free HBO for the first months. When he received his first bill in October 2016, it was $165.00, and he had been charged for HBO, which was supposed to have been free as part of the promotional offerMr*** advises that his next bill was for $135, which he still disputed because it was supposed to have been $including tax. As a result, he paid $86.00, and the rest of the balance was credited. He also advises that his next bills came out to $and $254.00, then found out that the promo codes that should have been added to his bill were invalid. Mr*** advises that he spoke with Frontier’s Retention Department, who got his bill down to $per month. His March bill totaled $219.00, of which he paid $170.00, and the rest of that balance was credited in order to zero out his balance. Mr*** also advises that he would like a refund for the $that he paid for the March bill. Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** was originally quoted $plus tax, then he called back to upgrade his TV package, so he could get some additional channels. For that upgraded bundle package, he was quoted $for the TV and internet services, and $plus tax for the services and equipment rental fees. Frontier advises that the customer was compensated sufficiently for his bundle package and gave him credit for the months that he was billed for HBOFrontier spoke with Mr*** on April 13, advised him of the amount he was quoted for the upgraded TV and internet package, to which he responded that there was a misunderstanding as to what was included in the packageFrontier offered him an additional $credit to compensate him for a discount that had dropped off, which he declined 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 Revdex.com bringing this matter to our attention The Complaint states that: Mr*** states he had issue with his service and appointmentsFrontier has investigated the
above statements and offers the following response: Frontier advises on December 28, we credited an additional $ for the issues Mr*** experiencedThis would bring the total credit to $ for his out of service and appointment issues.Frontier spoke with Mr*** on December 28, and reviewed 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

The Complaint states that: Mr*** advises that he did not authorize the addition of HBO to his account in August of and he would like credit for the product back to its addition Frontier has investigated the above statements and offers the following response: Frontier
advises that Mr*** was taking advantage of a free HBO offer for a period of timeCharges began on his August statement once that free promotional period endedFrontier advises per our Terms of Service, a customer has days to report a billing errorAs a courtesy, we have offered Mr*** days of credit from the date he reported the issue, March 5, Frontier advises that we spoke to Mr*** to advise of the above on March 8,