Frontier Communications Corp.

Thank you for referring the case of *** *** to our
office for review. We appreciate you
bringing this matter to our attention.Frontier’s records do not show any open repair tickets. We have called the customer multiple times
and left our direct contact information for the
customer to return the callOut of service adjustments are systemically generated. The customer’s July 7, reflected a
$Out of Service Interruption Credit. We apologize for any inconvenience this may have caused the
customer. We trust this information will
assist you in closing this caseFrontier Communication

Frontier has investigated the above statements and offers the following response: The Frontier account was closed as of December 21, Frontier has applied an adjustment to the account in the amount of $As of now Ms*** has a credit balance in the amount of $
Frontier’s refund policy is to issue a Citi Bank repaid card days from the date of service disconnection or termination. This time period is required to ensure all outstanding charges or credits are posted to the closed account. Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.A Frontier consultant has been in direct contact with Mr*** and advised of the above statements 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 *** *** bringing this matter to our attention The Complaint states that: *** *** states she has received incorrect final bill from Frontier, Ms*** states the account was closed on December 14, Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account it conforms that Ms***’s account was closed on December 14, Frontier advises that the billing statement of November 20, through December 19, has a balance coming forward of Eighty -five dollars and two centsThe billing statement has current charges for the thirty-day billing cycle of Forty- two dollars and Fifty-one cents, for a total due of One-Hundred Twenty-seven dollars and Fifty-three centsFrontier advises that the December 20, through January 19, billing statement shows payment received of Eighty-five dollars and Fifty-two cents on November 25, Frontier advises the December 20, statement has balance coming forward from prior billing cycle of Forty-two dollars and Fifty-one cents, the billing statement has reversal of service charges from December 15, through December 19, the end of that billing cycleThe amount of credit applied is Six dollars and sixty-seven cents.Frontier advises The December 20, statement also has the Residential Broadband Processing Fee of Nine dollars and Ninety-nine centsFrontier advises that Ms*** has not been billed for service past December 14, The final bill reflects the past due balance, the Residential Broadband Processing Fee, the taxes and surchargesFrontier advises the final billing statement has the correct chargesThe final amount due is $45.83.Frontier has made several attempts to reach *** *** ; however, Frontier has been unsuccessful in speaking with herWe 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 find that this resolution is satisfactory to me However, the account is still showing $in the balance and they have agreed to clear the account completely Would monitor until all clear over next days.
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*** advised his promotional credit of $was removed from his billingFrontier has investigated the above
statements and offers the following response: Frontier spoke with Mr*** on October 16, 2017, and reviewed billingFrontier has issued a one-time credit for $on Mr***’s account due to removal of ineligible promotionFrontier Periodically audits its bills to ensure accuracy, during this process we identified and ineligible promotion was applied to Mr***’s accountWe 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 has reached out to Ms*** about her complaint advising we needed additional information Ms*** said she would provide. Frontier has not heard from Ms*** and our attempts to contact her back at the number on the complaint have been unsuccessful

The Complaint states that: Ms*** advises that when she called to cancel her service and go to another provider, an alternate resolution was provided by the Frontier Sales RepresentativeThe Sales representative offered to create a new account for Ms*** and transfer her phone
number Ms*** advises that since this change has taken place she has received two bills and has not been able to get her phone number changed Frontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience that this issue has caused Mr***Frontier advises that the new account that was set up for Ms*** has been cancelled, and the balance has been credited to 0.Frontier advises that Ms***’s original account is still intact and in working condition.Frontier advises that we spoke to Ms*** on March 26, to advise of the above

Thank you for referring the complaint of *** *** our office for reviewWe appreciate bringing this matter being brought to our attentionThe Complaint states that: *** *** advises she is billing for service that was to be disconnected in FebruaryFrontier has investigated the above
statements and offers the following response:Research determined on February 26, Ms*** contacted Frontier via chat and advised her service was to be discontinuedResearch failed to locate a service order.Records show service order *** completed July 15, disconnecting serviceOn July 21, a credit of $was applied for the chargesThis should reflect on bill date July 25, Once this reflects a refund will be requested.A Frontier representiative spoke with Ms*** who indicated satisfaction with the resolutionWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that *** *** has experienced as a result of the above matterFrontier Specialist: Amy B*** Department: Consumer Relations

Thank you for referring the complaint of *** *** to our office for review. We appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she cancelled her Frontier internet service on August 18, but is still getting
billed. Ms*** advises that she needs her account closed and wants to stop receiving bills from FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that Ms*** placed the cancellation order on August 18, 2017, but the order did not complete in the system until August 21, 2017, after the start of the following billing cycle. This caused her to be billed $for another month of serviceSince she cancelled the service one day before the August 19, billing cycle started, she should not have been billed $and should have been sent a statement showing a zero balanceFrontier advises that the customer’s account has been credited the full $38.99, bringing her balance to zero. Frontier also advises that Ms*** will get a new statement after the start of the November 19, billing cycle, which will show that her account has been zeroed out. Frontier spoke with Ms*** on November 2, and advised her of the above statements. 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 *** *** bringing this matter to our attention The Complaint states that: Ms*** states the price of her phone, video service and video equipment increasedShe stated that she is supposed
to have a two-year price guaranteeShe states that there has been an issue with the bill every month Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms*** on December 15, The price increases in the services within the phone, internet and TV bundle are being offset with an increase in corresponding discounts as Ms*** has a contractThe equipment is not under contract and the price per set top box did increase by per boxWe 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
The agent certainly did let me know that there is a termination fee The issue I have is that Frontier could not deliver the service I work from home and their internet was just not operational I gave their techs cracks at fixing it - that's days that I was not able to do my work functions due to their lack of service I had to cancel in order to be able to perform my work duties, in that case should a termination fee apply? I think no Also, the agent that called me confirmed that I was told over and over to ignore the collection letter because they are getting a supervisor to credit a refund for the termination fee, now collections came up when I'm applying for a mortgage which is a huge hinderance
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 he did not have full access to internet until mid-May and TV until the end of May
Mr*** advises his first bill was $ Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** installed service on April 20, He then experienced and extended outage to May 16, Facilities serving his location needed to be upgraded in order to provide the 100M data speed.Frontier has issued credit to Mr***’s account for charges associated with installation, time out of service and incorrect bundle discounts 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 resolved the issue by adding number referral to announce the new number.Frontier issued a courtesy credit to Ms***’s account

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 called many times to resolve the issue with frontier and was advised to unplug my modem and plug it back inNo one ever offered any resolution or told me that speeds will vary from time to timeOnly when I was disconnecting service was I told that my address was considered unserviceable based on the speeds available to my address, yet they continued to charge me even knowing that I would never receive anything close to what they said they would provideOver years of constant waiting for things to work and hoping it would get betterupgrades are too little too late, they've shown their customers are priority zero when it comes to keeping promises or maintaining equipmentMy request is not unreasonable considering that my address was provided service even though in their system is has been labeled "unserviceable"I did not receive anywhere near the product I paid for, a blatant misrepresentation of their servicesMy next step is to hire an attorney, of which additional fees will be added to my claim and I will seek the entire amounts paid to frontier for the years of "service" + attorney and court fees

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
It is true, that I was given credit, originallyExcept, the amount owed rolled over to the next billing amount, regardless of the credit I was givenMaking the supposed credit worthlessIn essence, I was issued temporary credit, which did not pay off the actual bill, as again, the international Guatemala fee rolled over.Further, I had requested a cancellation of my contract, prior to my porting of number due to the breach of contract on part of FrontierFrontier did not respect my original contract with VerizonInternational calls were included in my original contract (at much lower rates) and Frontier failed to warn me of any change to my contractBy changing the terms I signed up for, you breached the contractI would like my cancellation fees to be waived for my final billFurther, I have complained to the California Public Utilities Commission, in order to be taken more seriously on this matterI have informed them of the breach of contract and the misleading treatment I have received regarding my previous phone service with Frontier, which was perfectly fine prior to the takeover from Verizon
Regards,
*** ***

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 Frontier has sent her a bill for $that she does not feel that she owes
Frontier has investigated the above statements and offers the following response: Frontier has attempted to contact Ms*** on several occasions, each time leaving a message with our contact informationFrontier has not heard back from Ms*** as of todayFrontier is sending a call me letter in the mail today in attempt to contact 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 him for bringing this matter to our attention. The Complaint states that:Mr*** states his internet speed is slow. Frontier has investigated the above statements and
offers the following response:Frontier dispatched a technician on March 16, and resolved the internet speed issues.Frontier spoke to Mr*** on March 8, and advised of technician visit for March 16, 2017, Frontier called Mr*** on March 17, and left voice mail that the issue has been resolved.Frontier provided Mr*** with our direct contact information if he needs any further assistance 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 Communications 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*** wants adjustments for outages.Ms*** continues to have intermittent Internet
repair issues.Ms*** wants out of her contract with Frontier Frontier has investigated the above statements and offers the following response:Frontier has issued credit for month service for the Internet.Frontier has removed the Early Termination Fee.Frontiers Internet Help Desk 2nd Tear will be in contact with Ms*** 03/31/2017 to assist in repairing internet connection 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 Specialist: Anita D*** Department: Executive Consumer Relations

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 that his phone, internet and cable services were cancelled in November but the phone number was not ported to
the new provider until the last week of December so could not call out or receive calls.• Mr*** advises that the problem was corrected the last week of December but he continues to receive monthly statements that show a credit of $On contacting Frontier the week of 4/11/16, he was informed he had completed the days for his refund to process and he might receive a check by 4/21/which was unsatisfactory. Frontier has investigated the above statements and offers the following response:• Frontier records show that Mr*** called on 11/19/to disconnect internet and TV and was advised that he still had phone service with Frontier until Comcast ported his numberThe port out was completed effective 1/4/16. • Frontier bills one month in advanceBill statements are generated once each month on the customer’s bill dateMrAllison’s port out occurred after his January 1st bill generatedThe first billing statement following a disconnect shows credit adjustments for services previously billed but discontinued after the disconnect date-this would have been the February 1st statementThe next statement was generated on March 1st which has a waiting period to allow time for any billing updates which can include third-party invoicing Refunds are not processed during this period in the event there should be additional billing activityAfter the next statement generates (April 1st in this case) if a refund is due, the account is placed on a list for manual processing which can take 14-days for the customer to receive their refund check in the mail. o MrAllison’s refund was processed on 4/6/and he will receive his refund check in 14-days from that date.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.Sincerely,Frontier Customer Relations

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 the price $is back dated to when the change was made...4/8/
Regards,
*** ***