Frontier Communications Corp.

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 requesting the amount be completely removed from my credit profile as well as the payment history for 30,60,90,and be removed from my profile due to incorrect billing as well as the service not being updated as cancel until now

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

Frontier Communications 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*** received charges for TV equipment from Frontier Communications that he did not have. Frontier has investigated the above statements and offers the following response: Frontier Communications placed an order to remove TV service and all equipment effective 4/26/Frontier Communications continued to bill Mr*** for the TV equipment only thru September Resulting in $of extra charges which have been creditedWe 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: Anita D*** Department: Executive Consumer Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that: Ms*** states she was quoted $with taxes but is billing at a higher rateFrontier has investigated the above statements and offers the following response: Frontier advised the records show Ms***'s June and July Frontier statements were missing a bundle discountOn July 6, a credut totaling $was applied for the missing discount.A one time courtesy credit of $was applied on September 22, 2017, to bring Ms***'s rate to $Records show Frontier is billing correctly at $54.99Records show increase was on Ms***'s DISH charges increased from $to $A Frontier representative spoke with DISH who advised the increase was due to DISH Protect Silver Video charge $The DISH representative advised that Ms*** subscribed to the service and it was free for monthsAdditional information provided by DISH stating Ms*** spoke with the DISH Executive Customer relations Department on September 25, and reviewed the DISH Charges and removed the DISH Protect Silver VideoGoing forward if Ms*** has a billing inquiry regarding the DISH Portion of her bill she would contact 1/***No additional information was provided to warrant a change in Frontiers DecisionFrontiers portion of the account is billing correctly and prior adjustments have been made for the incorrect billingWe trust that this information will assist you in closing this complaintWe regret any inconvenience that *** *** may have experienced as a result of the above matter

Tell us why hereThank 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 she was not being billed properly for the services that she had with
Frontier since the transition from Verizon to Frontier.Ms*** advises that she has terminated her Frontier services and has not received her refund in a timely manner. Frontier has investigated the above statements and offers the following response:Frontier investigated Ms***’s complaintFrontier determined that there was an error on Ms***’s account.Frontier applied an adjustment to Ms***’s account in the amount of $for the billing errors on her April, May, and June statements.Frontier confirms that Ms*** terminated her services on June 8, Frontier’s refund policy is to issue to final statements to ensure all outstanding charges or credits are posted to a closed accountFrontier’s policy also allows the account to cycle through its systems, thereby providing an accurate reading of the accountFrontier’s policy is to issue a refund check days from the date of the service termination.Frontier expedited the refund process for Ms***’s accountFrontier advises that the refund has been submitted for processing and she should receive the refund check in the amount of $within 7-business days.Frontier advised Ms*** of this and she is satisfied with the resolution 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 that she called on December 21, in regards to her promotion expiring and inquired if there was anything that could be done. The representative offered a rate of $plus applicable surcharges and taxes for yearFrontier advises
that the January 17, bill statement reflects current charges of $and an unpaid balance of $from the December 17th bill statement. A review of the current billing found that there were no promotional credits reflected therefore the current bill was higher than quoted. In reference to the unpaid balance, the customer only paid $on the December 17th bill although it reflected current charges due of $220.72. Frontier has issued credits totaling $and an order has been placed to add the missing promotions on the account. Ms***’s monthly recurring charge is $plus applicable surcharges and taxes through December 20, 2018. Frontier apologizes for the inconvenience caused to the customer and will be monitoring the bill going forward to ensure it is accurate as quoted

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Customer was billed $in error for upgrading the internet and has been attempting to get the balance on the
account corrected Frontier has investigated the above statements and offers the following response: Frontier has reviewed the account and found that the customer was charged a full installation fee of $for upgrading the internet on billing statement dated 5/28/The customer’s account was issued adjustments amounting to $which includes: $for two late fees ($ea$+ taxes), $the installation fee, and the customer was also given a courtesy credit in the amount of $by a customer service representative on 6/6/The current balance in our system is $that is due by 7/22/The customer can see the credits applied to account by accessing their account online or by viewing the new billing statement that will print on 7/28/ 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 *** *** 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

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that a gift card promotion was not applied to the accountFrontier determined there were notations indicating that Ms*** was qualified for the gift cardFrontier issued
a billing adjustment equivalent to the value of the gift card.Frontier determined that Ms*** is not under contractual obligation.Frontier spoke with Ms*** in regards to the aboveMs*** presented no further questions or concerns We regret any inconvenience that *** *** may have experienced as a result of the above matter

Thank you for referring the complaint of Mr*** G*** to our office for reviewWe appreciate him bringing
this matter to our attention The Complaint states that: Mr*** states he did not receive the monthly rate he was quoted and only had the service for two weeksMr*** request a full refundFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that Mr*** had two weeks of service with Frontier. Frontier applied a total credit to Mr*** account in the amount of $for out of service and the installation feesFrontier spoke with Mr*** on February 1, to adviseWe 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: Mr*** states that he has had incorrect billing issues, and has not received the Amazon promotional gift
card he was offered Frontier has investigated the above statements and offers the following response: Frontier advises has reviewed the account.Response advises it has corrected the account to reflect the correct cost of services, and has made the appropriate adjustments to the account.Frontier advises it has issued the Amazon gift card onto Mr***’s account.Frontier advised that it has spoken with Mr*** on May 9, 2017, advised him of updates on account, and will continue to monitor the account to ensure resolution for Mr*** 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

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*** is disputing being charged last full cycle after disconnect and no prorated refund
Frontier has investigated the above statements and offers the following response: Frontier advises that we bill a month in advance and full bill cycle would be dueFrontier bill on June read that we have updated the Terms of Service and by continuing to use the services the customer agrees to the new termsFrontier advised that the last bill cycle charges are valid with no proration.Frontier spoke with Mr*** on March 22, and reviewed the aboveNo specific account information was given as Mr*** was not able to verify the accountMr*** has direct contact information if is able to locate his pin number to receive account specific informationWe 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:
• 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 Mr*** bringing this matter to our attentionThe Complaint states that: Mr*** would like to be contacted before the next payments are made to be assured there are no problems with his payment.Mr*** would like to receive copies of payments made to Frontier in 2017.Mr*** would like to receive additional credit to his accountFrontier has investigated the above statements and offers the following response: Frontier has emailed Mr*** confirmation that his auto pay has been set up and that his current bill payment has been scheduled. Frontier also advised that this can be confirmed at Frontier’s online website under scheduled payments.Frontier has emailed copies of Mr***’s payment history.A one-time courtesy credit of $will be will be applied to Mr***’s account. This credit will post to Mr***’s account within daysWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr*** may have 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*** states she experiences speed and connectivity issues with her Internet Ms*** states she wants new equipment
and a service credit. Frontier has investigated the above statements and offers the following response:• Frontier has been unable to locate an account under the name *** *** or showing Ms*** as an authorized user at the account of record located at the address provided on the complaint. • Frontier has reached out to Ms*** requesting her specific account information so Frontier can investigate her concerns however have not received a response 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 Executive 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: *** *** advises he is billing for service that he does not have Frontier has investigated the above
statements and offers the following response: Records show service order *** completed August 22, installing ###-###-####.Records show service order *** completed December 20, discontinuing service.Research determined that Mr*** was billed for services totaling $341.65.On February 15, credits totaling $were applied to the account bringing the account balance to zero A Frontier representative spoke with Mr*** who indicated satisfaction with the resolutionWe 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: Amy B*** Department: Consumer Relations

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

Frontier
CommunicationsThank you for referring the complaint of ***
*** to our office for reviewWe appreciate bringing this matter to our attention.The Complaint states that:Mr*** states he has concerns about being charged an early cancellation fee for cancelling internet
service after months.Frontier has investigated the above statements
and offers the following response:Frontier reviewed the account and the Mr***’s account was cancelled on July 28, 2017.Frontier records indicates no Early Termination Fee billed to the accountFrontier records indicate a $disconnection fee applied.Frontier attempted to reach Mr*** but was unsuccessfulShould he have additional concerns, please refer him to our officeWe 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
matter.Frontier Specialist: William P*** Department:
Customer Relations

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 would like to have promotion offers correctedMs*** would
like to have Frontier look at the hole in the wall, that was made by Frontier technician during installationFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** *** on September 12, Frontier confirmed all promotions are activeFrontier issued out of service credit for landlineFrontier explained to Ms*** that a local Frontier manager will contact her to discuss and evaluate hole in the wallFrontier will follow up on the next bill to ensure bill accuracyMs*** agreed to close the complaints as resolvedWe 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The company refers to applying early termination feesI at no time had any agreement with Frontier CommunicationsThey took over Verizon FiosI had been a customer with Verizon Fios for over four years. Any and all termination fees are not applicable. It is my understanding the amount in question of $is for this purposePlease provide an itemized breakdown of said fees.
Regards,
*** ***