Frontier Communications Corp.

Frontier has investigated the above statements and offers the following response: It is practices for Frontier to offer new customers promotional pricing to obtain their businessFrontier promotional offers are not indefinite and they do have term datesMs*** established
Frontier services on September 01, with a monthly reoccurring charge of $before taxes and surchargesMs*** received a $Vantage TV promotional discount for one year.After Ms***’s initial promotion expired as a courtesy Frontier offered her month value customer credit in the amount of $30.00.The $quote was invalid due to the representative stacked both the new customer and value customer promotions togetherThese discounts are not stackableMs***’s Frontier account has the monthly reoccurring charge in the amount of $before taxes and surcharges until February 26, 2018.Frontier has provided an adjustment in the amount of $for the last months of late feesThe balance on the Frontier account is in the amount of $due by April 3, to avoid any other late fees to the accountFrontier has been unsuccessful in reaching Ms*** however a detailed message was left with contact information We regret any inconvenience that Ms*** may have 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

Frontier contacted Ms*** on July 19, to discuss her billing.She was advised that her Dish billing was prorated for March and April 2016.She was advised that the premium channels credits for May were on her June billing statement.An adjustment was placed in the amount of $to offset
the late fee charged and customer was satisfied with this resolution

Frontier Communications has received notification of a complaint from the above individualAccording to the complaint: •Ms*** expressed concerns regarding FIOS video and data billing for the months of December 2016, January and February She advised that she's billing more than was
negotiated when she spoke with a Frontier agent to rebundle her services• Ms*** states that she is dissatisfied with her experience so far as a Frontier customerFrontier has investigated the above statements and offers the following response: • Records indicate Ms*** billed Select HD TV programming along with a HD DVR in errorThose features were removed on February 7, with order number • A Frontier representative spoke to Ms*** on February 7, and Select HD TV and MDVR were removed and discounts were replaced with new onesGoing forward, Ms*** would bill approximately $per month including taxes• As a courtesy, adjustments for FIOS video charges totaling $have been issued for the January and February billing statementsPlease allow 1-billing cycles to post• A Frontier agent already adjusted the December statement in the amount of $of which posted to her February billing statementA Frontier agent tried reaching out to Ms*** to correct the records. Per the complaint, she advises that she would like the Select HD TV programming of which is a grandfathered Verizon plan and is no longer available. If she were to get the next plan which is the Preferred HD TV programming, her bill will increase by $10. Since we were not able to reach Ms***, no changes were made to her account.We sincerely apologize for the trouble the customer experiencedIf Ms*** has any additional questions, please contact Shabrenia W*** at ###-###-#### EXT 111-We trust that this information will assist the Commission in closing this complaint

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate bringing this matter to our attentionThe Complaint states that: Ms*** advises she requested the service that was in her deceased husbands name to be disconnected.Ms*** is disputing the
balance of $Frontier has investigated the above statements and offers the following response: Account notes indicate Ms*** requested the service to be changed from *** *** in to her name.Account number ###-###-####(This is for services provided under *** ***) bill date 11/28/shows previous balance $186.35, payment received $94.63cr, other charges and credits $4.50, balance forward $96.22, new charges $54.46cr leaving a balance due of $Account number ###-###-####for services billed 11/28/17-12/27/for $This was for a minimum day billingOn February 1, credits totlaing $were appliedThis leaves a balance of $for services provided from 11/14/17-11/20/and for directory assistace chargesAt this time all warranted credits have been appliedWe 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.Frontier Specialist: Amy Buchanan Department: Consumer Relations Telephone Number: *** ** *** Fax Number: ###-###-####

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***

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

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 Frontier did not disconnect an account after he requested to disconnect
itFrontier has investigated the above statements and offers the following response: Frontier advises that the account was disconnected effective September 15, as requested by Mr***.Frontier spoke to Mr*** on October 27, and advised of the above informationWe 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 Mrs*** bringing this matter to our attention The Complaint states that: Mrs*** advised Frontier that she had subscribed to an unlimited Local and Long distance phone plan
but she continues to receive billing for her Long Distance CallsMrs*** advised Frontier that she would like to have her balance corrected and her billing fixed going forward Frontier has investigated the above statements and offers the following response: Frontier reached Mrs*** and apologized for the error in billing.Frontier issued all necessary adjustments to the account and removed any late fees and long distance charges from her balance.Frontier has also taken the necessary steps to correct Mrs***’s billing going forward and has confirmed that her statements will bill with the unlimited local and long distance plan she had originally requestedWe 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

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 been in contact with multiple Customer service representatives and I have been told multiple time they would have this resolvedToday I recived a bill close to 4,At this point I would like to reverse all the changes made to our account and discontinue our internet or Receive the proper credits and have my account put on the proper rate planI would like a phone call ASAPYou can contact me at ###-###-####
Regards,
*** ***

I just wanted to inform you that I am completely satisfied with the additional step the business took

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
We have NEVER heard anything from Frontier since they "settled" the complaint! It has been almost a month
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 as long as I receive the check in 7-daysAt this point, I still do not trust that a check will be issued.
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 he has been experiencing intermittent speed and connectivity issues with his Internet service from
FrontierFrontier has investigated the above statements and offers the following response: Frontier has investigated Mr***’s account and has determined that Mr*** resides in an area where high Internet usage during peak periods could be affecting Internet service speeds.Frontier advises that a technician went out on March 19, and changed Mr***’s equipment in the office where his service works and reprogrammed his modem and tested good to inside per Mr***.Frontier advises that credit has been applied in the amount of $and will be on his next bill statement that prints on May 15, 2018.Frontier attempted to reach Mr*** but was unsuccessful. Frontier left a message for Mr*** that included direct contract information

Frontier CommunicationsComplaint Number: *** Company
Code: Click here to enter
text.Thank you for referring the
complaint of Eric
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Mr*** advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from FrontierFrontier 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 Mr***’s account and has determined that due to the distance, the fastest internet speed is up to Mbps although he is subscribed to MbpsFrontier representative have spoken to Mr*** and advised the speed issue.Frontier have issued a $courtesy credit on Mr***’s account for the inconvenience.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: Tocoma
K. Department:
General Manager

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*** states she has a billing issue with Frontier. Frontier has investigated the above statements
and offers the following response: Frontier called and left several messages for Ms*** and sent an email with direct contact information.Frontier has not been able to reach 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Customer has had TV issues since April Called in to have the services repaired and was promised a credit
onto the account in the amount of Credit was not issued on the account for the customer Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and there was a credit that was supposed to be placed on the account in the amount of Frontier placed the credit on the customer’s accountThis will reflect on the next customers billing cycle 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

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 pay when the final statement with the account closure details is received
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*** *** advises Frontier he spent four hours with tech support trying to get his internet
fixedIt took over a week.Mr*** advises he deserves more than $credit for being on phone and having to wait over a week, and a half for Internet. Frontier has investigated the above statements and offers the following response: Frontier advises Mr*** *** has been informed that Frontier credits the amount of the product per day onlyFrontier has spoken with Mr*** on October 7, 2016, and advised a courtesy credit will be given to the account on *** StIt will appear on the next billFrontier has resolved the problem of this account on *** Stand Mr*** has agreed to allow Frontier to follow up with him on the other account, at *** Drit is separate billing, and a different account. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

August 15, 2016Revdex.com Complaint: ***Thank you for
referring the complaint of *** *** to our office for reviewWe
appreciate your bringing this matter to our attentionOn July 22,
an order was issued to disconnect the customer’s service. Mr*** advised he requested the
cancellation of service on May 8, when Frontier could not deliver service to
his new address.A credit in the
amount of $was submitted for May and June billing statements
respectivelyAny additional credit will be issued upon confirmation and
receipt of the final billSincerely,Amara H.Frontier
Customer Relations Specialist/GM Specialist