Frontier Communications Corp.

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: Ms*** states she has been without her Frontier telephone, Internet and television since April 1, 2016.Ms*** advises that she
has had a poor customer experience with Frontier customer service and technicians not calling or showing up on her scheduled repair dates.Ms*** advises that she does not want to pay for service that she did not receiveFrontier has investigated the above statements and offers the following response: On March 31, 2016, Frontier closed a transaction to acquire Verizon’s wireline services in California, Florida, and Texas, after receiving all required government approvals. Prior to that time, notice of the transaction was communicated to Verizon customers. On April 1, Frontier formally began transitioning all of Verizon’s network, services and customers to Frontier.Ms*** experienced a temporary disruption in service during the transition of Verizon’s network and services to Frontier which was reported on April 16, 2016.Frontier opened a trouble ticket on April 16, which was completed by replacing her telephone equipment on May 15, 2016.Frontier provided Ms*** a proper out of service credit back to April 16, in the amount of $240.89.Frontier did speak with Ms*** on May 17, to confirm her satisfaction and provided Ms*** with a direct line and extension number for any additional 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 Mr*** bringing this matter to our attention. The Complaint states that:Mr***s advises that Frontier disconnected Mr***’s service without his consent on January 2, 2018.Mr
*** states that he called to get services reconnected and was given a new number instead of connecting the same number he previously hadMr*** states he has now received two bills charging him for the same services and for the same time periods.Mr*** also states that he was signed up for a contract under the temporary number that he did not agree to and is now being advised that he will be billed an early termination fee when he cancels his serviceFrontier has investigated the above statements and offers the following response:Frontier records show that Mr*** contacted Frontier to terminate his services on January 24, Frontier advises that due to a system error, the service order was completed on January 2, Frontier advises that Ms*** was set up with services under a temporary number due to programing issues and Frontier was not able to get his old number immediately reconnectedFrontier advises that Mr*** original account under 760-247-covers services up to January 31, and the balance due on that account is $Frontier advises that Mr*** temporary number of 760-240-was connected on January 4, and is charging for services up to February 3, 2018; however, Frontier will be adjusting this account so that there will be no balance dueFrontier advises that the contract has been removed and Mr*** will not be billed an early termination fee for canceling his services.Frontier confirms that there is an order scheduled to disconnect Mr***s’ services on January 28, per his request.Frontier spoke with Mr*** on January 17, to review this information with himFrontier has provided Mr*** with direct contact information if he needs further assistanceWe 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

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 she is not being billed properly for her services with FrontierFrontier has investigated
the above statements and offers the following response: Frontier investigated Ms***’s account and determined there was a misquote given on her original orderFrontier made an adjustment to Ms***’s account in the amount of $this adjustment covers August, September and October bill statementsIncluded in the $is a credit for $in late fee’s billed to Ms*** and $in installation feesThis adjustment will be reflected on the November bill statementFrontier spoke with Ms*** on October 13, and she is satisfied with the adjustments made to her accountMs*** has also been provided with direct contact information should she need further assistance 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: Mr*** stated when he placed his order he was not made aware that the duration of several discounts was only six
monthsHe stated he was assured that his bill would be a certain amount for two years with no introductory rates or discounts.He stated he had recently received notice that his six month discounts would be ending and that his bill would increase by $per monthHe stated he contacted an agent at Frontier who could not explain the increase and requested a representative at Frontier Social Media pull the callHe states he was advised that Frontier does not have the call recording and nothing could be done to assist him with his planFrontier has investigated the above statements and offers the following response: Frontier reviewed the promotions with Mr***- the DVR and router were free for the first six months and then billed at fifty percent off for months seven through twenty-fourThere was also a $bundle credit that expired after six monthsAll of the promotions and their corresponding ending dates were itemized on the billingMr*** decided to disconnect the TV service and keep only the internet serviceFrontier provided Mr*** with an e-mailed statement of what his pre-tax charges will be for the internet service and the router rental. 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 of *** *** bringing this matter to our attention The Complaint states that: Ms*** states that service were cancelled in April and she was advised that her contract term had already been meetMs*** wants credit on the account and her credit updatedFrontier has investigated the above statements and offers the following response: Frontier review the account and have issued credit on the account for the earlier termination fees.Frontier called and spoke with Mr*** to advise of the credit that was issued. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that of *** *** 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
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,
*** ***

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 will let you know if the monthly credit is applied in January 2018. Thank you for your good work
Regards,
*** ***

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 have nothing else to share other than my note taking of those I spoke with and what was promisedThe business has all the proof and documentationI would like to request any call recordings or note manuscript for reviewEspecially from the two customer service reps out of the office of the presidentI've spoke to two and they openly admit that they've reviewed the notes and the submission for request of the gift card that was promised to me, they've admitted this was obviously offered because a request for one to be issued to me was completed but never processed, so now they claim to not honor the promise made by a frontier employee by refusing to issue the gift card
Regards,
*** ***
Especially

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** stated that he was not advised of a contract or Early Termination Fee when he placed his orderHe
disconnected his service and was billed a $Early Termination FeeFrontier has investigated the above statements and offers the following response: Frontier issued credit for the $Early Termination FeeWe 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: Frontier determined that the debit of $was connected to another account, Frontier confirmed with Ms*** that the account and associated debits are legitimate.Frontier advises Ms***’s
account under ###-###-#### is being processed for disconnection via order number ***.Frontier advises that an adjustment of $has been issued to account ###-###-####Frontier provided the assigned representatives contact information for any further future questions or concerns 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 me.
Regards,
*** ***s

Thank you for referring the complaint of Mr*** to our office for reviewWe appreciate Ms*** bringing this matter to our attentionThe Complaint states that: Mr*** was had a service order to transfer his internet services to a new location however it was delayed due to previous
person still having an active account at the same physical addressFrontier has investigated the above statements and offers the following response: Frontier apologized for the delay, however his order was delayed due to a previous account holder therefore we were not able to schedule his services until previous account holder disconnected at the locationWe 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 has been having issues with his phoneFrontier has investigated the above
statements and offers the following response: Frontier advises we went out to Mr***’s home on September 19, and repaired his phone issues.Frontier has credited Mr*** for a full month of his phone service $ 40.99.Frontier was unsuccessful in reaching Mr*** thru phone or emailWe 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 Ms*** to our office for reviewWe appreciate Ms*** bringing this
matter to our attention The Complaint states that: Ms*** advises that she was billed for a full month of service even though she wanted to end her service earlierFrontier has investigated the above statements and offers the following response: Frontier advises that Ms*** has pre-paid for her services and is eligible to continue receiving service thought the end of her billing cycle. Ms*** can always stop the disconnect if she changes her mindWe 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 advises that Ms***’s service was repaired on 6/08/17.Ms*** has received $in credit for the service concerns.Frontier does not compensate for service outages in an amount greater than the
cost of the specific service that is affected 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 *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises she has acquired property from a former customer of FrontierShe states she needs Frontier to
remove their property so the power company can remove the lines for demolition to beginFrontier has investigated the above statements and offers the following response: Frontier advises that we removed all the requested Frontier equipment from Ms***’s property on December 6, 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 Mr*** to our office for reviewWe appreciate Mr***
bringing this matter to our attention The Complaint states that: Mr*** advises that he has been billed for services that are disconnected Mr*** also advises that his account has been turned over to a collection agencyFrontier has investigated the above statements and offers the following response: Frontier has investigated Mr***’s account and applied a credit adjustment to bring his account balance to zero.Frontier further advises that the collection agency has been updated.Frontier attempted to reach Mr*** but was unsuccessful. Frontier left a message and an email to advise of the above information with direct contact informationWe 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

Per Frontier records, Mr*** called in on November 15, to inquire about downgrading his services by removing internetHe was advised that he was on a grandfathered plan by Verizon and if he made any changes the price of each component was subject to change and increase his rate.
Mr*** said he would advise after discussing furtherNo changes were made to the account. There aren’t any other notes on the account confirming that Mr*** called back to cancel service prior to February 6, 2017. No adjustments are warranted at this time. A Frontier agent tried reaching out to Mr*** for discussion but was unsuccessful. If he would like to reach back out to us, I can be reached at *** *** *** ext*** Thank you! Case closed

Thank you for referring the complaint of *** M*** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr*** advise he ordered service on or about May 28th, cable/internet inquiring on an expired campaign FIOS cable,
internet with DVR and HBO free for months$a month then $per month thereafter for two yearsThe technician arrived and installed his service, advised HBO was not on the order but he could add it and would bill a monthly feeFrontier’s technician advised Mr*** to call customer serviceMr*** called into customer service and was told HBO would not be free Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on June 22, 2017, explained the available packages are Custom TV, 50/data $months 1-6, $months 7-24, no sports channelsPreferred TV, 50/data $months 1-6, $months 7-Starz/Encore free monthsAdvised Frontier has changed the promotion of HBO free for months to Starz free for months effective May 1, Mr*** cancelled his order, he has incurred no billing 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