Frontier Communications Corp.

Frontier advises Mr***’s account was established May 9, The first billing statement was sent out June 2, with a due date of June 26, Frontier billing statements are mailed via USPSFrontier advises payment arrangements cannot be made on new accounts or the first month’s statementFrontier has only received one payment of $on July 28, Frontier has fully disconnected service as of August 9, with an effective date of July 27, Frontier advises a final billing statement will be sent September 1, with final balance owing We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** *** may have 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*** states that someone opened an account with Frontier under his name but it was not himHe was
told by Frontier if he filled out the fraud packet he could dispute the billMr*** states that he moves a lot so does not have a lot of the paper work Frontier neededMr*** agreed to pay the bill and then Frontier would remove it from his credit reportFrontier did remove it from the credit report but then added right back onHe would like it removed from his credit report Frontier has investigated the above statements and offers the following response: Frontier has attempted to contact Mr*** on several occasions, but was not able to leave a message because there was no voice mail set up for himFrontier is sending him a call me letter today 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 has investigated the above statements and offers the following response: Frontier advises that Mr*** must change out his equipment to newer equipmentFrontier further advises that customer wanting the NFL Red Zone must subscribe to the HD Premium TierMr*** started this
subscription on September 19, 2016.Should Mr*** need additional assistance, he can contact our technical support departmentWe trust that this information will assist you in closing this complaint. We regret any inconvenience that *** *** may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: The Fios internet 25/base rate was $The customer was receiving promotional discounts which brought the monthly recurring charges to $plus equipment taxes, and surchargesPromotional discounts expired
which increased the monthly recurring chargesThe September 26, billing statement total amount due was $The itemized charges were the following: $74.99, $with a promotional discount of $plus taxes and surchargesEffective January 12, the account was disconnected at the customer’s requestCredits totaling $were issued to the accountPlease allow 1-bill cycles for credit to postOn January 31, I spoke with Mr*** and advised that once the above credit adjustment of $post a credit balance in the amount of $would generate Mr*** my contact me directly at 1/###-###-#### should he require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** may have experienced as a result of this matter Sincerely, *** MFrontier Executive Relations

Frontier has investigated the above statements and offers the following response: The max high speed Internet available for this area are speeds up to MegsThe Frontier call records have been reviewed and Mr*** was advised he would get broadband max which has speeds up to Megs.A
Frontier consultant has been in direct contact with Mr*** and he was advised he would not get Megs due to congestion levelsTrouble Ticket *** was completed on 01/16/where *** was advised of the congestion issues and to allow an estimated two months for bandwidth reliefFrontier will e-mail the $Amazon promo code to ***Please allow at least three months from connection date to receiveIf the promo code has not been received by 2/24, the customer should 1st check their spam folderIf nothing is there contact Frontier to completed a gift card escalation form. We regret any inconvenience that *** *** may have 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.
Regards,
** ***

Frontier has investigated the above statements and offers the following response: Frontier’s refund policy is to issue a check days from the date of service disconnection or terminationThis 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.Frontier advises that Mr***’s account was disconnected on August 9, 2016.Frontier advises that the request to process Mr***’s refund was completed on December 7, The refund should be received by the customer in to business days from that date.Frontier reached out to Mr*** by phone on December 13, and December 28, leaving voicemail offers of assistanceFrontier also reached out on the same dates by email to offer assistance without response

Tell us why here 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 has called Frontier four times with no resolutionShe cancelled
her account with Frontier and they owe her a refund but she is continually receiving a bill that she owes a balance Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on August 5, and made her aware that we are issuing her a credit of $Frontier called Ms*** on August 16, to let her know that Frontier is issuing a refund check in the amount of $and she should receive it within to business days from August 17, 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 spoke with Mr*** on 9-27-and advised credit was issued for the early termination fee and gave the remaining balance owed

Frontier has reviewed Mr***’s account and found that he ordered Internet service on September 6th which was installed by the technician up to the Network Interface Device on September 22nd. The order reflects self-installation with the modem being shipped to the customerRecords
reflect that the modem was shipped via UPS and delivered on September 27th. Frontier advises that Mr*** called on September 29th to report that he was unable to connect to the Internet. A trouble ticket was placed with a due date of October 3rd Frontier advises on October 2nd Mr*** called stating he never received service and requested to cancel the account. The trouble ticket was cancelled and an order was placed to disconnect service Frontier has adjusted Mr***’s account to a zero balance and notified the Outside Collection Agency of the adjusted balance

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 does not issue refunds in a timely manner Mr*** advises that Frontier kept him from porting out his telephone number Frontier has investigated the above statements and offers the following response: Frontier’s policy is to issue a refund after days from the date the service was disconnected or terminatedThis time period is required to ensure all outstanding charges or credits are posted to the closed accountFrontier’s policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.Frontier advises that Mr***’s account had a Local Carrier freeze that had to be remove in order to port the telephone number outMr*** requested to remove the Local Carrier freeze from his account on August 22, and his telephone was ported out on august 24, 2017.Frontier advises that Mr***s’ refund of $was processed on November 9, and he should receive it in to business days 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 review. We appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she transferred her Frontier services to a new address and cancelled the service
at her previous address a few days into the billing cycle. Ms*** advises that previously Frontier had informed her that she could cancel service at her former address at any time and get a prorated credit for the remainder of the billing cycle. After receiving her bill, she advises that she was told by Frontier that she owes for the entire month of service for the previous address, even though the services were used for only a few days at that addressMs*** advises that she needs to receive credit for the days in the billing cycle in which the services were not used at the former addressFrontier has investigated the above statements and offers the following response: Frontier advises that a credit was issued on December 29, for the days in which the services were not used at the previous address. The credits are reflected on the customer’s January 4, statementFrontier advises that there will also be a credit for an unreturned equipment charge on Ms***’s February statement.Frontier spoke with Ms*** on January 11, and advised her of the above statements by telephone and via email. 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 attentionThe Complaint states that: Mr*** deactivated internet and television services as of 4/20/due to a missed appointment. Mr*** does not want to pay the Early Termination fee for deactivating servicesFrontier has investigated the above statements and offers the following response: Mr*** scheduled a transfer of services with Verizon to be completed on 4/15/in the morning. Frontier had an all-day appointment scheduled for Mr***. Frontier dispatched a technician on 4/15/in the afternoon and nobody was home. Frontier attempted to contact the customer, but no valid contact number was on the order placed by Verizon. Frontier was able to reschedule the transfer order for Mr*** for 4/29/16. Mr*** cancelled the transfer order and deactivated the internet and television services as of 4/20/Mr*** was enrolled in a month commitment that was scheduled to expire on April 6, The customer cancelled service on April 20, An early termination fee is billed when service is cancelled prior to the expiration of the contract term. The early termination fee is valid and sustained.A Frontier Customer Service Representative has contacted Mr*** and confirmed he is satisfied with the resolution of this complaint. 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 case of *** *** to our
office for review. We appreciate you
bringing this matter to our attention.Frontier records show that the account was disconnected on
March 9, and written off on June 22, 2017.*** took over the account on September 10,
from Wayne
Stevenson. The last payment of $
was made on the account in October A $credit was issued and
reflected on the customer’s December 19, billing statementProrated
credits of $was posted on the April 19, billing statement based on
the disconnect date of March 9, The unreturned equipment charges will be removed from the
account after the equipment has been returned.We trust this information will assist you in closing this
case.Frontier Communications

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: Mr*** states he ordered FIOS 50/and explained to the sales representative he did not want any other servicesMr*** reports technician was a no show and Frontier Secure was added to his account without his consentFrontier has investigated the above statements and offers the following response: A Frontier Representative has attempted to contact Mr*** and remains unsuccessful.After further investigation, the Frontier Secure was added then removedMr*** will not see this charge for Frontier Secure going forward.Mr*** states in his complaint the technician was a no showThe service order was set for 09/19/According to the technician’s notes, a Buried Drop needed to be placedThe technician saw that it was installed, and came back to do a complete installation on 09/19/2016.Mr*** received a total credit of $for the Frontier Secure being added.If Mr*** still seeks resolution, correspondence has been sent to Mr*** with information to contact the representativeWe trust that this information Mr*** has experienced as a result of the above matter Frontier Specialist: Gabriela C*** Department: Consumer Relations Telephone Number: ###-###-#### Ext2611 Fax Number: ###-###-####

Frontier has investigated the above statements and offers the following response: Frontier advises that the internet was reported as being out on August 29, and restored on September 6, It was determined that the wrong password was used.Frontier advises that the repair ticket
place does not show a specific appointment time but has a commitment date of September 3, 2016.Frontier has internally addressed any training opportunity in relation to this complaintMr*** was issued a credit of $for the service concerns since September 1, 2016. We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** *** may have 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 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: Mr*** just recently on March 30, upgraded his speed to a faster service. Frontier has tried reaching Mr*** by phone several times and was only able to leave him messages on his voicemail serviceWe 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

The Complaint states that: Mr*** reporting Internet service is down Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician to the site on September 9, and repaired the line. Frontier’s attempts to
reach Mr*** for confirmation have been unsuccessfulShould he need further assistance I have left my contact information

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
After submitting the request I was called & given another wrong set of information, and had another rude supervisor call me . I’m not facing slower then slow internet speeds I’m not able to even watch YouTube .
Regards,
*** ***-hales

See attached note from consumer