Frontier Communications Corp.

Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] is disputing the early termination fee charged on her final billFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on July 11, and advised that the charges are sustained and are valid charges.Frontier advises that the auto renewal notice with the coverage dates are stated on her bill each month Frontier also advised that each bill statement has notification that she must notify Frontier at least days prior to the renewal dateWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] 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 [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I cannot, at this time, accept in good conscience, the claim of resolve I will not accept the resolve until the refund is in my hands The reason for this is that in dealing with this company for over a year, I have been in this situation before Their answers constantly change in order to appease the customer in the moment, but much of what they declare is false I will not accept this claim as truth until my refund has arrived by no later than the 24th of this month, as stated by the business Regards, [redacted] ***

A Frontier agent called and spoke to [redacted] Mr [redacted] advised that his services are all up and running and the issues have been resolved for now He wanted to be able to cancel his service without an ETF being billed due to the inconvenience and outages he experienced As a courtesy, he was advised that Frontier will waive the ETF if he should decide to cancel his FIOS services before the term is complete A note will be placed on his account in reference to ETF waiverCustomer understands and is satisfied with the resolution Case Closed

Frontier has investigated the above statements and offers the following response: At this time there are no ports available to provide Internet serviceA Frontier Consultant has been in direct contact with Ms [redacted] and created a new order for residential Internet serviceMs [redacted] has been advised there is no installation date at this timeOnce a port becomes available Frontier will contact her to establish a due dateService is establish in the order the request was received We regret any inconvenience that [redacted] may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier advises that an order was requested previously to change the phone service to a Limited local serviceFrontier advises the order that requested the above change, posted after the February 28th statement generatedFrontier advises that due to the above, changes requested did not reflect on the statement before the request for account disconnection occurred.Frontier advises that the above was factored into the final statement We regret any inconvenience that [redacted] may have experienced as a result of the above matter

The Complaint states that: Ms [redacted] advises she was offered an increase in her internet speed and a $decrease in her monthly charges on December 11, Ms [redacted] requests a $credit for the difference between what she was billed and the quoted pricing Frontier has investigated the above statements and offers the following response: Frontier finds that Ms [redacted] was quoted an upgrade of her Vantage Max Turbo internet at $per month to Vantage Power internet at per month.Frontier finds that due to a Frontier error, the change in Ms [redacted] ’s internet resulted in the removal of existing promotional discountsThe increased pricing printed on the January 15, and February 15, statements.Frontier has issued credits for a total of $in relation to the billing errors on the January and February statements The credit will print in one or two billing cycles.Frontier finds Ms [redacted] moved her service to another provider with an effective date of February 22, No additional credit is required based on the billing error as credits for all overcharges have been applied to the account.Frontier advises that the March 15, billing statement will include prorated credits based on the February 22, disconnection of service and no new monthly charges will be generatedFrontier contacted Ms [redacted] on February 23, by email to provide the above information

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The person assigned, richard, failed to honor the $as quoted by their advent in January He felt it would take care of me by honoring a $credit for months even though I agreed to the $for a year The are trying to justify the price with taxes I feel frontier has not met my expectation of resolving this issue All I want is the additional $off my bill til January of This is horrible customer service and they are hiring behind the word taxes and policies The customer is not being listened to nor taken care of Also, they are very discriminatory with their customers due to their pricing as several of my neighbors has renewed and have cheap pets bills with the same service Please dig deeper into the unethical business practices of frontier as they are truly taking advantage of florida customers Regards, [redacted]

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that Mr [redacted] is having issues with his Frontier Internet Service Frontier has investigated the above statements and offers the following response: Frontier has investigated Mr [redacted] ’s account and has determined that due to a surplus of WIFI traffic in his home or immediate area, WIFI network congestion could be affecting his Internet service speedsFrontier advises that plugging devices directly into the router through a wired connection should address the issueMr [redacted] knows to contact Mark H [redacted] at ###-###-#### We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] 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 [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, [redacted] For the decades I had phone service and the few years I had internet there was no mention of any auto-renewal except buried in the fine print of every monthly statement. Nobody is going to read that which I'm sure Frontier is counting on. My internet agreement was for 2 years, no mention of auto-renewal when I signed up. As far as I'm concerned, you cheated me out of $100.

Frontier has investigated the above statements and offers the following response: Internet speeds are based on multiple variables including limitations of the computer, time of day, etc.Frontier also advises that the available Internet speed depends on the distance from Frontier’s closest facilities Ms***’s location was over 21,feet from the nearest Frontier facilitiesA Frontier technician was dispatch to Ms***’s residence and changed the facilities in order to provide better service to the customer.A Frontier consultant had been in direct contact with the customer and verified service is now workingFrontier applied an adjustment to Ms***’s account in the amount of $ We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter

Frontier has reviewed Mr [redacted] ’s account and has issued a courtesy credit of $waiving the Technician Isolation charge for trouble ticket # [redacted] placed on November 7th due to conflicting information reported on the repair Frontier has discovered that the Amazon Gift e-card was not sent to the customer therefore we have credited the Early Termination Fee of $associated with this promotion Frontier advises that Mr [redacted] ’s account now reflects a credit balance of $ A request has been submitted to expedite the refund which the customer should receive within to business days Frontier apologizes to the customer for any inconvenience that this matter has caused

Thank you for referring the case of [redacted] to our office for review We appreciate you bringing this matter to our attention.Frontier’s records indicate that on the customer has Simply Broadband Ultra with a term date of February 26, to February 25, for $per month The customer’s billing statement dated February 7, states: “Your current Frontier promotional rate will expire on 02/26/On that date, associated promotional credits and discounts will no longer appear on your billFor questions please call Customer Service.” The March 7, statement indicated that the Simply Broadband Ultra with a term of February 26, thru February 25, at a rate of $The April 7, billing statement also includes a rate of $The customer’s $per month discount for autopay expired on March 1, and there is not a valid promo for autopay customersThe customer’s monthly rate for Simply Broadband Ultra of $will be valid until February 25, We apologize for any inconvenience this may have caused the customerWe trust this information will assist you in closing this case.Frontier Communications

Frontier has investigated the above statements and offers the following response:Frontier advises the correct price for Simply FiOS 50/is $per month, plus a $Router feeFrontier has removed the Security Package and credited the accountFrontier has added a discount for $ off per month for one full yearFrontier attempted to reach Ms [redacted] to advise of the above but was unsuccessfulFrontier did leave a contact message for Ms [redacted] that included direct contact informationWe trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he was quoted $plus taxes and surcharges, when he ordered TV, internet, and home phone services from Frontier, in February Mr [redacted] advises that his first bill was higher than expected, and that he called in on May 3, to have his bill adjusted He also advises that he was overcharged on his second bill, which totaled $with tax Mr [redacted] advises that the price that Frontier quoted him was $for the services and $for the extra cable boxes, for a total of $plus tax He also advises that Frontier needs to honor the price that was quotedFrontier has investigated the above statements and offers the following response: Frontier advises that the monthly recurring charge for the TV, internet, and phone service is $114.99, which does not include any equipment The monthly equipment rental fee for TV’s, which includes one recording box and three additional client boxes, is $ This would come to a total monthly rate of $ The $difference in the rates is because of the rental fee for the fourth cable box.Frontier advises that an additional $discount was applied to the customer’s account, to bring the monthly rate for the services and the TV equipment to $138.99.Frontier spoke with Mr [redacted] on July 14, 2017, and confirmed that after applying the additional $per month discount, the total monthly rate will be $plus taxes and surchargesWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Thank you for referring the case of [redacted] to our office for review We appreciate you bringing this matter to our attention.Frontier’s records indicate that a representative spoke with the customer when she called in on March 9, about her Amazon gift card promotion The representative generated an escalation form for the customerAn order, [redacted] , was processed on March 10, to add the Amazon gift card promotion to her account On April 28, we contacted the customer and gave her our direct contact informationWe apologize for any inconvenience this may have caused the customerWe trust this information will assist you in closing this complaint.Frontier Communications

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that:Mr [redacted] filed a complaint on behalf of her daughter [redacted] Mr [redacted] states that they have experienced a delay in getting Internet service connected to his locationFrontier has investigated the above statements and offers the following response:Frontier advises that the service was connected on November 21, Frontier spoke with Mr [redacted] ’s son-in-law on November 21, who confirmed the service is working.Frontier provided Mr [redacted] with direct contact information should he need further assistanceWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of James [redacted] to our office for reviewWe appreciate him bringing this matter to our attention.The rebuttal states that:Mr [redacted] states he is entitled to a cash refund for poor service for all of the years he has experienced a slow Internet connectionFrontier has investigated the above statements and offers the following response:Frontier Internet speeds are not guaranteed and are quoted as “up to”, actual speeds will vary on a multitude of factors.As a courtesy Frontier has applied a service credit of $which will appear within two billing cyclesWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

The Complaint states that: The customer states she has been in contact with a Frontier representative but issue has not been resolvedThe customer states the representative told her that a manual credit would have to be given every month to correct her issue and that she isn’t being billed as quoted Frontier has investigated the above statements and offers the following response: Frontier reviewed the customer’s account and price that is quoted is not correct with our current promotions and monthly recurring charges.Frontier also agrees to honor quoted price and give credits of approximately $per month for the next months.Frontier also states that a representative attempted to contact customer on October and 14, with no response

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Mr***’s billing account Credits have been issued and applied to the September and October billing statements The final balance due on Mr***’s account is $due immediately This information is also available online by logging onto his account by visiting [redacted] We regret any inconvenience that [redacted] may have experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she is having ongoing billing issues with Frontier Frontier has investigated the above statements and offers the following response: Frontier advises an account review shows Ms [redacted] ’s billing issues are due to a service order error, which has now been corrected.Frontier advises Ms [redacted] ’s monthly charges now reflect $plus taxFrontier advises credits totaling $have been applied to Ms [redacted] ’s account to correct past billing errors.Frontier has contacted Ms [redacted] and advised of the aboveMs [redacted] is satisfied with this resolutionWe trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter