Frontier Communications Corp.

Frontier Communications 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 Frontier is billing for services never receivedMs*** reports she was to have services set up on July 7th, but had to cancel due to having a babyMs*** began receiving statements form Frontier which she thought were advertisementsMs*** currently received a billing statement for $ Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Ms*** who advises she had cancelled her order on July 7th, 2016.Frontier advises the service was to be cancelled but went to a technician for installationThe technician advises in his notes Ms*** wanted to cancel and was staying with her current provider.Ms*** received a total credit of $due to an installation charge, and for monthly services from July 7th, 2016.Ms*** is satisfied with this resolution We trust that this information Ms*** has experienced as a result of the above matter Frontier Specialist: Gabriela C*** Department: Consumer Relations

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 a statement for due billing from Frontier for an inactive accountMr*** would like the account balance resolved and proof that no balance is showing due Frontier has investigated the above statements and offers the following response: Frontier has verified with Mr*** the November statement has been received with proof of no balance due and has agreed the issue is now resolved 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 *** 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

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 the service she has with FrontierMs***
states that she was over charged for three months of service and is no longer a Frontier customerMs*** states she needs to have her balance correctedFrontier has investigated the above statements and offers the following response:Frontier advises that Ms*** activated service on August 12, and the first billing statement generated on August 20, for $Frontier advises that Ms*** made the $payment on September 12, 2017.Frontier advises on September 9, Ms*** requested to add on the telephone serviceFrontier advises due to a promotional error, Ms*** was billed more for her Frontier service on the September 20, billing cycleFrontier advises that Ms*** was billed $on September 20, billing cycle Frontier applied an adjustment of $on September 27, for part of the promotional errorFrontier advises that Ms*** was billed $on the October 20, statementFrontier has determined after investigation that Ms*** was billed incorrectly on the September 20, cycle and the October 20, cycle.Frontier advises that Ms*** cancelled her Frontier service on November 19, 2017.Frontier applied an adjustment of $on December 1, and an additional adjustment on January 16, for $Frontier advises that Ms*** does not have a balance on the Frontier account ###-###-####.Frontier spoke with Ms*** on January 16, and advised the information aboveWe 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. An email was sent back to Frontier accepting their offer. However, I did ask of what would happen to the countless mistakes made and the reps that made them. ESPECIALLY the installer that lied and said he left modem on my front porch. I still am not satisfied with that part of it. As soon as I find another telephone service in this area, I will be getting rid of Frontier and will NEVER use that company again. advertising and lying are not something I like in a company.
Regards,
*** *** ***

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

A Frontier representative has contacted Mr*** successfully.After further investigation, Mr*** has permanently disconnected services with Frontier on 02/20/Mr*** was on automatic payment and this was not cancelled prior to disconnecting services with Frontier.Frontier advises
that while the last billing cycle is being processed the option to remove autopay is unavailableAutopay is automatically disconnected upon the completion of service cancellation but must be cancelled prior to disconnection to avoid autopay collection for the last billing cycleFrontier would need verbal consent to remove automatic payment for Mr*** before services are permanently disconnectedMr*** received a total credit of $for prorated credits that were not applied to his account when he switched to different pricing.The final balance owed with Frontier is $due to Mr*** cancelling the payment of $through his bankTell us why here

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 he was quoted a monthly price different than the bill amount he receivedMr*** also was advised to qualify for service he needed to pay a deposit amount in advance due to his credit qualificationsMr*** contacted Frontier when his bill was more than he states he was quoted and expectedMr*** would like his bill to reflect a monthly advertised price of $he states he received in the mail when he initially set up his services Frontier has investigated the above statements and offers the following response: Frontier does show that a partial credit was returned on Mr***’s deposit he paidWhen the account was set up Mr*** did also sign up for an additional internet security product which made his bill higherFrontier also found that a promotional discount was missing from Mr***’s billing which made it higher than he expectedTo date all credits due to Mr*** have been applied to his accountFrontier currently shows with the phone service and internet speed on the account the monthly bill before taxes will be $If Mr*** would like the $price point, he would need to drop his internet speed down by one level Frontier has not been able to reach Mr***, he has been sent notification with a contact name and number should he have further questions 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

Frontier contacted Ms*** on August 10, and advised that the calls made to Portugal were made to a cell phone and Mobile rated calls are not included in the block-of-time and are identified for this plan on the invoice under the place with the description of the country name followed
by -MB.Frontier has issued an adjustment on the account in the amount of $to cover the cost of these calls.International choice plan with city rates to Portugal at the rate of $a minute in addition to a monthly recurring charge of $4.99.Frontier does apologize for any miscommunication or inconvenience caused

According to the complaint: *** *** inadvertently made a payment of $to Verizon around the time service was transferred to Frontier. The check was cashed 7/by Verizon, but the payment was not forwarded to Frontier Frontier has investigated the above statements and
offers the following response: Mr***’ July payment was located in the unknown payments database. Accounting posted the payment to Mr***’s account on 11/18. Frontier issued a $adjustment to Mr***’ account for his inconvenience

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 for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this
matter to our attention The Complaint states that: Mr*** was quoted a month and has been charged $ Frontier has investigated the above statements and offers the following response: A Frontier Representative spoke to Mr*** January 23, and issued a bulk credit of $60. $x months to honor the quote Mr*** was given 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 has reviewed Mr***’s account and found that contact was made with our Technical Support department on March 17, in regards to being unable to connect to the internet. The consultant performed troubleshooting and placed trouble ticket #*** with a due date of March
22nd. The trouble ticket was escalated for March 18th which reflects that the technician completed the ticket and contact was made with the customer Contact was made with our Technical Support department on March 19th to report slow internet speeds and frequent disconnects. The consultant placed trouble ticket #*** with a due date of March 21st. March 19th the ticket was reviewed reflecting that there are no alarms showing on the ONT and the ticket was closed March 21st contact was made with our Technical Support department advising that a technician did not show up today. The consultant found that the trouble ticket was closed reflecting no alarms were found on the ONT. Trouble ticket #*** was placed with a due date of March 23rd. March 23rd the technician replaced the ONT; switch to an Ethernet connection; the service tested good; and contact was made with the customer Credits totaling $have been applied to Mr***’s account for the missed commitments and time without Internet service Frontier apologizes to the customer for the inconvenience

The Complaint states that: Ms*** advises that when she initiated service she was quoted $for a monthly recurring rate for monthsMs*** advises that her first bill was incorrect and much more than it should be Frontier has investigated the above statements and
offers the following response: Frontier advises that a credit in the amount of $was issued to Ms***’s account on July 20, 2017. Frontier advises that her monthly rate has been corrected and now reflects $a month for monthsFrontier spoke to Ms*** on July 20, and advised of the above

Good Afternoon,Frontier is closing this complaint. The West Virginia general liability claim is under the name of *** *** ***Here is what happenedFrontier has been notified Ms***’s son damaged his truck when he came into contact with Frontier’s linesOn 6/23/WV was
experiencing heavy rains and wind causing substantial damage to certain areasMs*** indicate that during the storm some of Frontier’s cable was pulled to the ground by treesHer son drove his truck under the downed lines thereby causing the damage to his vehicleThe claim was denied and a letter was sent on 7/26/It was denied because abconditions resulting either from actions of others or from severe storms are not covered by Rule 2301.Thank you,Serena J***

Frontier Communications Frontier has received the following complaint : Ms*** states in her complaint that she is not happy with the amount of time it is taking to refund her the credit balance on her closing statement Frontier has investigated the above statements and
offers the following response: Frontier records demonstrate that Ms*** disconnected on January 23, 2018. The closing statement was processed on February 7, 2018. Ms*** does have a credit balance of $39.01.Frontier processes a closing statement and days later, a final bill before approving a refund The process is two to three bill cycles.A request for an expedited overpayment refund has been submitted on behalf of the customerWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience Ms*** has experienced as a result of the above matter Frontier Specialist: Donna JM*** Department: Consumer Relations Contact: ###-###-####

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*** advises he is having problems with his internet and phoneFrontier has investigated the above statements and
offers the following response: Frontier has been unable to reach Mr*** via telephone after leaving several messages with our direct contact information. Frontier advises there was an outage in Mr*** area on May 22, that was cleared on May 23, Frontier advises that internet service speeds are based upon many factors, including customer location, customer equipment, and WIFI network interferenceCustomers speeds may vary over time 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 her bringing this matter to our attention The Complaint states that: • Since the transition from Verizon to
Frontier, Mrs*** bill increased so in August 2016, she requested to discontinue her service. • She made some payments along the way while attempting to obtain a final bill, however it’s been over days since her request to disconnect and she is still receiving monthly bills with her current balance at $Mrs*** has had *** for over months. • Mrs*** is requesting that the billing stop and that the bill be adjusted for service that Mrs*** didn’t have or use Frontier has investigated the above statements and offers the following response: • Frontier issued adjustments totaling $to the account for overbilling. Notes from 8/state that Mrs*** requested a credit for the phone service because she stated she only had the phone to get the discount on the triple play package. The representative notes that she issued the adjustment to save the customer from disconnecting. She did not disconnect that day. The account was finally disconnected 9/13. Payments made on the account from the time Frontier took service over from Verizon were $received 4/which covered the March bill. $received 5/which covered the April bill. $received 6/which covered the May bill and $received 8/which covered the June bill. July and August are still outstanding at $+ $= $416.41. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience *** *** 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 partially satisfactory to me. I have attached a bill that still shows $pass due which is in errorI would hope in good faith Dawn H*** with Frontier can follow through and remove the last bad charge.Also I would like to add the things that Dawn H***, Frontier representative of the President, failed to include in the response from the business for the recordI feel Frontier'sresponse was very misleading and incomplete!So this is what I was put through after Frontier Communications took over from Verizon.1) All my TVs stopped working after Frontier took over from Verizon.2) My DVR stopped recording and we where unable to watch any recordings.3) My phone lines where cut off by a Frontier Technician connection trying to fix the TVs.4) After the phone lines where fixed they where cut off again by a different Frontier Technician trying to fix the DVR.5) Spent NUMEROUS hours on the phone with Frontier representatives I could hardly understand, very bad English.6) During the periods of no phones my alarm system could not dial out in an emergency, I did not sleep well knowing we where not protected.7) Spent a day waiting for a Frontier Technician to show up an install an outlet whom never showed up and Frontier had enough nerve to charge me $150.00 for a day I wasted.8) Spent a second day waiting for a Frontier Technician to show up an install an outlet whom never showed up and Frontier had enough nerve to charge me $150.00 for a day I wastedNow I was being charge $dollars.9) Started receiving threatening letters if I did not pay my services would be cut off.10) The bill increased to over $which was very stressful in itself, because of charges not partial payments as Dawn H*** stated.11) No matter what Frontier states about the cable that was finally installed it is a very sloppy job which I could have done better myself, that's what I get for being too nice to Frontier's Technician and settling for poor workmanshipI should have sent him away saying no outlet no install.Regards,
*** ***

Frontier CommunicationsComplaint Number: 12818439 Company
Code: N/ACustomer Name: *** Gutierrez Phone: 813-591-1745Thank 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*** *** returned his equipment but continued to be
charged.He requests
credit of $He experienced
poor customer service.Frontier has investigated the above statements and offers the
following response:Upon further review we determined the equipment was returned on January 20, A credit of $has been applied and will reflect within thirty to sixty days.We apologize for the trouble the customer has experienced and regret the loss of his business.Please allow a maximum of ninety days for the credit to be reflected on a future statement.Mr*** was advised of the above information.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.Frontier
Specialist: Bridget G. Department: Executive Relations