Frontier Communications Corp.

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 *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** states that she would like to be placed back on her previous plan for $per month Frontier has investigated the above statements and offers the following response: Frontier advises that an order was placed on January 18, to change Ms*** back to the Broadband Ultimate Internet service for $per monthFrontier advises that several attempts were made to contact Ms*** to discuss this issue further but was unsuccessful speaking to her further.Frontier has mailed Ms*** a letter with direct contact information if she needs any further assistanceWe 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 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

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 am still having issues with Frontier, I was to be given a credit for the month of June ($122.) which Frontier has failed to give meI was told for service being interrupted the whole month it will be credited to my accountI keep receiving the bill for that monthEvery time I try calling I get the run around, person on the phone transfers me to one place then that person to another personThen I am on hold for almost hours then the phone hangs upI was transferred to one person and my phone was going in and out, like the line was going out, I did get disconnected and no one called me backI would like to receive the credited that I am entitled to
Regards,
*** ***

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 requested to disconnect his service and was advised that an early termination fee would be accessedMr*** states he has ask for copies of the agreement and has not been provided.Mr*** states that he was advised he would be billed until the end of the cycle date which he refuses to pay for services that were not rendered. Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** and reviewed the accountFrontier advised Mr*** that no early termination fee was billed.Frontier advised Mr*** that on the April statement of a notice was sent to all existing customer advising of the changes to the terms of serviceFrontier provided an option of days to opt out any customer who did not opt out would fall under the new terms of service which would bill the customer until the end of the cycle date upon disconnection of service.Frontier has issued a credit in the amount of $for the period of October until November 23, The remaining balance is from September until October 23, 2017.Frontier offered our direct number however Mr*** declinedWe 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

Per Frontier records, a request has been made to have the $balance transferred from Mr***'s old/inactive account to Mr***'s new/active account An adjustment of $will be issued to the new account ending in once Mr*** receives his first billing statement The adjustment will be issued for his inconvenience Mr*** understands and is satisfied with the resolution He has the Frontier agent's number and will contact her once he receives his bill Case closed

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, providing that next month's bill is reflective of closure with no charges for service, seeing that I agreed to a new plan on 1/25/and cancelled on 2/15/
Regards,
*** ***

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

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 Mrs*** *** to our office for reviewWe appreciate her bringing
this matter to our attention The Complaint states that: Mrs*** states she made a payment to Frontier on June 16, and it was never applied to her account and Frontier has now reported her to a Collection Agency Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that a payment in the amount of $was applied to Mrs***’s account on June 14, and that covered her May Invoice. Frontier also received and applied a payment to Mrs***’s account on July 3, in the amount of $This payment covered charges for Mrs***’s June Invoice. On July 17, a Frontier representative sent Mrs*** a refund in the amount of $per Mrs***’s request for over payment received on July 3, 2017.Frontier’s investigation found that Mrs*** disconnected her service with Frontier on August 4, and still had a balance due for service dated July 10, through August 4, 2017.Frontier spoke with Mrs*** on December 6, to advise the payment she was disputing was applied to her accountFrontier advises that a payment was received on Mrs***’s account in the amount of $on December 12, and this paid her account in full.Frontier sent notification to the Collections Agency on December 16, to advise Mrs***’s account has been paid in full.A Frontier representative made a few attempts to contact Mrs*** to confirm she is satisfied and had to leave messages. Frontier provided Mrs*** with a direct contact number for a Frontier representativeWe 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

The Complaint states that: Customer states they ordered Frontier services with a 2-year term commitment which was to include free installation and free WiFi Router but was charged for the installation and WiFi routerThey also were not given the products, pricing and term commitment they signed up
for Frontier has investigated the above statements and offers the following response: Frontier advises Ms*** was placed on the Frontier Digital Phone Essentials and Internet Ultra with no term commitment at a price point of $per month before taxes and surcharges which includes a $modem fee and no term commitment on January 19, 2018.Frontier states a credit in total of $was placed on Ms***’s account on March 6, to cover the installation and modem charges.Frontier advises Ms*** disconnected services with Frontier effective March 1, 2018.Frontier spoke to Mr*** on March 7, and was advised of the aboveWe 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 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

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

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 *** *** 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

Frontier spoke with MrD*** and confirmed the $payment has been put back into his account and the phone service is being installed today

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this only partially resolves my complaint.
To their credit, a representative from Frontier contacted me to point out the location in one of their many terms of service statements of the disconnection feeI am disappointed by this seemingly arbitrary fee, but accept that it is inside their terms of serviceHowever, I believe that labeling such a fee as a "Residential Broadband Processing Fee" is disingenuous and deceptiveBy disguising the specific name/reason for this fee, the customer is likely to not understand that they are being charged for leavingI suspect that if it were described appropriately, there would be a greater negative response and rejection by customers (former), like myself who believe this to be inappropriate treatment when no service call is required.Thank you for your organizations follow-through and presence in the marketplaceI am not requesting any further resolutions on this matter.
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 his Frontier internet service has been slower than what it should be, and that it
frequently drops and loses connectionMr*** advises that when Frontier sent out a technician, he was told that nothing could be done unless the main cable line gets replacedMr*** advises that Frontier has recently raised his monthly rateMr*** advises that he would like his internet service repairedFrontier has investigated the above statements and offers the following response: Frontier advises that a technician went out to Mr***’s home on May 16, and replaced the main cable lineThe repair ticket was closed out that same day, which means that the customer’s internet service should now be fixed.Frontier advises that the customer’s monthly rate increased from $to $34.99, as of the start of the January 25, billing cycle. A notification of the upcoming price increase was included with the December 25, statement.Frontier attempted to contact Mr*** on May 19, to confirm that the performance of his internet service has improved, and a voice mail message was left for the customer 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 *** *** 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: *** *** states that she has lost all functionality in April to the internet, TV, and phone
while using Frontier CommunicationsAfter several phone attempts I was able to have a service call scheduled. No one came to repair my serviceNow I am being charged a cancellation feeI would like Frontier to remove the cancellation fee and not tell me that my new provider, *** will reimburse me if I pay it Frontier has investigated the above statements and offers the following response: Frontier advises our system shows that on May 2, all services were disconnectedFrontier has issued a credit of $for the early termination feeMs*** will see this credit on her next statementFrontier sincerely apologizes for the inconvenience Ms*** experienced due to the converting of systems and losing services 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