Frontier Communications Corp.

Frontier’s Business Escalations contacted Ms*** regarding her billing concerns.It was determined that there had been miscommunication and adjustments were issued in the total amount of $231.35.The Business Department and Ms*** also corrected her services to her satisfaction and monthly
billing.Ms*** was satisfied with this resolution

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

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 that she has experienced issues with her telephone service from FrontierFrontier
has investigated the above statements and offers the following response:Frontier advises that a repair was completed on November 22, to damaged cableFrontier advises that an adjustment in the amount of $was applied to Ms***’s account and will be reflected on the next statementFrontier spoke with Ms*** on November 29, to review this information with herWe 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 ***, I accept Frontier's response and resolution, however there is one point of inaccuracy in their stated response. My Frontier billing statement shows that the promotional discount will be expiring on 2/2/which is just months into the first year. I would expect Frontier to apply the manual credits for the remaining months of the first year as well as the entire second year of service billing. Subject to that clarificationI accept their response and resolution to my complaint
Regards,
*** ***

Frontier has investigated the above statements and offers the following response:
• Frontier’s Technical Supervisor advises that Ms*** is served by our *** *** ** *** *** That site is a TA1248A with gigE uplink to the Paw Paw CO TAAggregatorFrom there it jumps on the NG network
which is trouble and congestion free
• Technicians were dispatched on 09/01/to investigateThey found a bad inside wire at the modem jack that was causing the frequent disconnects
• The trouble was inside the home and not in Frontier’s equipment or network
• Since the repair she has not had any interruptions in service
We regret any inconvenience that *** *** may have experienced as a result of the above matter.”

Thank you for referring the complaint of *** M*** to our office for reviewWe appreciate her bringing this matter to our attention.The Complaint states that:• Ms*** advises that she cancelled service in June and was billed an early termination fee (ETF)She disputes that she was in
a contract and this charge has impacted her credit.Frontier has investigated the above statements and offers the following response:• Frontier records show that Ms *** was in a contract that auto-renewedThis information was provided in a bill message on each of Ms***’s statements. • In this instance, however, Frontier has credited the $ETF, notified the credit bureaus and has sent a letter about the charge deletion to Ms***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.Sincerely,Executive Customer RelationsFrontier 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 that she has constant internet outagesFrontier has investigated the above statements and
offers the following response: Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over timeFrontier has investigated Ms***’ account and has determined that Ms***’ resides in an area where high Internet usage during peak periods could be affecting Internet service speedsFrontier advises we are continuing to work on improving internet service in Ms***’ area 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 Revdex.com bringing this matter to our attention The Complaint states that: Mr*** states internet issues since December 24, and long hold time for disconnect
requestFrontier has investigated the above statements and offers the following response: Frontier has been unsuccessful in reaching Mr*** thru phone or emailFrontier would need to speak to Mr*** to safeguard account and /or place any orders 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 Ms*** bringing this matter to our attention. The Complaint states that: Ms*** states that she paid a deposit of $to Frontier for new serviceShe placed a new order for
service, but has decided to cancel it due to not receiving a confirmation email and the due date keeps changingShe states that when she called Frontier they could not find her depositMs*** would like to cancel her order and receive her deposit back Frontier has investigated the above statements and offers the following response: Frontier reports that we received Ms*** deposit on May 3, Frontier has canceled Ms***’s order for new service and is in the process of refunding her deposit of $Frontier advised Ms*** on May 10, that the deposit will be refunded on her card within 3-business daysShe 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

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,
*** ***
It still shows as charge-off, it has been past days since I paid, and it should have been removed as the lady told me when I first talked to them about paying it off

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that while not satisfactory, the business is clearly not going to do more or acknowledge their erroneous information and I will look for an alternate service provider as a result of their questionable billing and terrible customer service
Regards,
*** ***

Thank you for referring the complaint of *** B *** to our office for reviewWe appreciate Mr*** bringing this matter to our attentionThe Complaint states that:
• Mr*** stated that he never agreed to the Residential Broadband Processing Fee and that he wasn’t using Broadband• Mr*** stated that fee wasn’t disclosed on his billsFrontier has investigated the above statements and offers the following response: • Mr***’s bill notices advised to review our Terms and Conditions of serviceThe Residential Broadband Processing Fee information is provided under these terms• Mr*** used the Fios Data (a.k.aBroadband)• Adjustments totaling $have been applied to Mr ***’s accountWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr***’s 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 account with Frontier has been cancelled for almost six months now. Upon cancellation, Mr
*** overpaid Frontier by accident on his final balance, resulting in a refund owed to him in the amount of $Mr*** states that within the past five months, he has been advised by three different agents that the funds have been sent and that the check is “in the mail” and that he should have gotten it before November 1st, Frontier has investigated the above statements and offers the following response: On June 27th, 2016, Mr***’s account with Frontier was officially discontinued with a final remaining balance of -$as a refund owed to Mr***.On September 8th, Frontier’s systems auto-generated and sent the refund check of the owed $7.55.Frontier records show that on that same date, Mr*** contacted Frontier to update his billing address as he had moved locationsAs the system had already auto-generated to the address previously on file, the refund check was sent to the old address and not the updated one.Frontier’s Refunds department was able to confirm that the check was delivered successfully and then returned to the post office to await further direction as Mr*** was no longer a resident at the previous addressOn November 1st, 2016, Frontier was able to re-send the check to the corrected address and has quoted Mr*** a maximum of business days for arrival 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

According to the complaint: Mr*** is disputing a $service visit fee billed by a technician visit. Frontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier had found that the customer was using a non-Frontier modem. When the
technician arrived at the location on November 6th, they had found that there was a networking issue with their modem they had purchased elsewhere.Frontier had billed the customer a technician visit fee of $because Frontier’s service was not at faultIt was an issue with their separately purchased modem communicating with their computers Frontier had spoken with the customer on December 20, 2017. It was explained that Frontier would be willing to credit half of the service fee as a compromise. The customer would not be eligible for a full reimbursement, as the Frontier service was not at fault. Frontier applied a credit of $towards the account on December 20,

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*** is disputing her quote for Frontier servicesFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms*** on March 26, and advised that the promotion price quoted was correct. Frontier advises that the promotional discount is for one year. Frontier offers promotions on pricing and services to new and existing customers at various times throughout the year. Customer may contact Frontier Customer Service at any time to inquire about eligibility for current promotionsWe 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 the correct price for FiOS 50/Mr*** subscribes to is $per month plus taxes and surcharges for one yearFrontier is also providing an additional retention credit $off
for one year making the FiOS 50/$per month.Frontier advises Mr*** changed to the FiOS 50/on September 25, MrNewell’s September 25, billing statement cycled prior to the change in serviceThe correct pricing will reflect on the October 25, statementFrontier did credit the September 25, statement for the difference.Frontier attempted to reach Mr*** to advise of the above but was unsuccessfulFrontier did leave a message with direct contact information We 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 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

Tell us why hereThank 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 there was a $increase in his bill with no explanationFrontier has investigated the above statements and offers the following response:Frontier advises that a bill message was printed on Mr***’s October and November statements advising of a $increase to the Internet service to begin on the November statement. Frontier spoke with Mr*** on December 13, to review this information with him 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 Ms*** to our office for reviewWe appreciate Ms***
bringing this matter to our attention The Complaint states that: Ms*** has been having both internet and phone trouble for several years and is requesting we replace her equipment Frontier has investigated the above statements and offers the following response: Frontier is currently working on upgrading cable and equipment in Ms***’s areaFrontier expects the outside work to be completed within the next few weeks and should resolve the issues Ms*** has been experiencing 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 investigated the above statements and offers the following response: Frontier advises that trouble was reported on December 13, and was closed on December 13, 2017.Frontier confirmed working service after repair on December 21, 2017, no further questions or concerns were
presented. We regret any inconvenience that *** *** may have experienced as a result of the above matter