Frontier Communications Corp.

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that: Ms*** states she cancelled her installation order, but was billed for the service and sent to collection for the
billFrontier has investigated the above statements and offers the following response: Frontier found that Ms***’s installation order was completed in errorThe account was closed and she was left with a balance of $191.87.Frontier posted credit for $to the closed account, withdrew it from collection and sent request for the account to be deleted from the credit bureauFrontier also provided Ms*** with e-mail correspondence confirming that the account is at a zero balance and has been withdrawn from collectionsWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The issues of calls during April with my information being mishandled was not addressedNot receiving invoices until after I placed yet another call on August 27th where the Rep, Sandy, stated that neither online or paper invoicing was selectedMy email address and online account was not setup until then either because the original rep changed my email addressed and I was told continually that it was a safety issue to change againThat is when I found out there was a driver license number on file that was also not mineI'm having trouble understanding Frontier's responses to a customer being mishandled for months.
Regards,
*** ***

The Complaint states that:Mr*** advised that he signed up for Frontier’s 12mbps internet service and was quoted a monthly reoccurring charge of $Mr*** received his first bill and was charged $Frontier has investigated the above statements and offers the following
response:Frontier advises that the non-promotional offer for Simply Broadband Ultra (up to 12mbps)The standard promotional offer reduces the packaging to $plus applicable taxes and surcharges.Frontier is currently offering a promotion to reduce the Simply Broadband Ultra to $for the first yearFrontier advises that Mr***’s account did not have this promotion.Frontier has adjusted the $charge on his January 4, billing adjustmentProrated charges are based upon the non-promotional pricing.Frontier advises that Mr*** has disconnected his Frontier services as of January 21, 2017. 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*** advised Frontier that he was overbilled by $and had to spend more than a month attempting to
get the issue fixedMr*** also advises that the day time frame for a refund and the delay with *** by another days is unacceptable especially considering the money wasn’t supposed to be billed in the first place Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** regarding the above issue and apologized for the overall experience.Frontier explained the processes in place regarding refunds and confirmed the over-billing had been adjusted on the accountFrontier has confirmed the refund was triggered for fulfillment and has been sent to *** who issues all refunds for Frontier*** Client Services has advised the prepaid card was issued on January 8, and may take business days for delivery 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 reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she requested to cancel her HBO service on August 28, 2017; however, she continued to be
billed for the servicesFrontier has investigated the above statements and offers the following response: Frontier advises that an order was placed on January 11, to remove the HBO serviceFrontier advises that an adjustment in the amount of $was applied to Ms***’s account for five months of the HBO service charges and will be reflected on the next statementFrontier advises that several attempts were made to contact Ms*** to discuss this issue further but was unsuccessful speaking to her further.Frontier has mailed Ms*** a letter with direct contact information if she needs any further assistanceWe 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

The Complaint states that: Mr*** advises that he received bill for services after he requested cancellation of his Frontier services Frontier has investigated the above statements and offers the following response: Frontier advises that after a thorough audit, Mr***’s
Frontier account has been credited in fullFrontier advises that we spoke to Mr*** on January 22, to advise him of the above

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*** ordered internet for a year contract at $per month but found out that the correct price was $per month.• Mr
*** has made multiple calls to resolve this and has not received the same pricing on all callsHe is still being billed $each month. Frontier has investigated the above statements and offers the following response:• A Frontier representative spoke with Mr*** and apologized for the misquote but advised him that the correct price for his product is $per month. • Mr***, in this instance, was offered a compromise of a $credit for months and a refund of his install price which he accepted.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,Executive Customer RelationsFrontier Communications

See attached note from consumer

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attentionThe Complaint states that: Ms*** states as of May 3,
she has experienced Internet service issuesMs*** states multiple appointments have been created but have not been completed by FrontierFrontier has investigated the above statements and offers the following response: The Frontier had a technician completed Ms.***’s Frontier Internet service repair on May 21, The Frontier technician found the Frontier equipment was causing the Internet issues.Frontier’s policy is to issue an out of service credit when a customer is without service for over hours. Frontier applied an out of service credit of $for the Internet service issues from May 3, to May 21, 2016.Frontier advises that we have made several attempts to contact Ms*** regarding this issue.Frontier advises we have left Ms*** messages on May 20, 2016, May 23, and May 24, but has received no response.Frontier has mailed Ms*** a letter with direct contact information if he needs any additional assistanceWe 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

The information provided by Frontier is directly related to information obtained during the investigation; which is based on Frontier’s account notes from billing, sales, tech support, and the order history. Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution

Our records indicate on May 5, Mrs*** called Frontier Communications billing specialist wanting to end her contract without an early termination fee, and was advised an early termination fee would apply if she were to end her contactMrs*** did not want disconnect servicesOn this
same day, Mrs*** also spoke with our tech support team advising she having issue with her internet servicesTech support power cycled router and refreshed ports, and services were working againMay 16, *** called back to tech support experiencing slow internet speedTroubleshooting steps were followed, and that customer’s internet speed came back upJune 25, Mrs*** spoke with our tech support team advising her internet has not been working since June 24, 2016, and not able to connect using iPhoneTech support refreshed router and Mrs*** confirmed services is now working.Last payment received was in the amount of $on April 4, Prior to this payment, $was paid on January 25, September 21, a courtesy credit for the early termination fee was applied for $Current balance due is $478.10.We have made unsuccessful attempts to reach Mrs*** to address her concerns on ###-###-####We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** has experienced because of the above matter

The Complaint states that: Mr*** advises that he was quoted $per month for his television and Internet service and installation fees would be waivedThe first bill he received was for $He contacted Frontier and was told the bill would be adjusted, but the second bill he
received was for $When he asked to cancel his service he was told that he would be charged $for cancellation Frontier has investigated the above statements and offers the following response: Frontier credited Mr***’s account a total of $to compensate him for overcharges on his billsMr*** cancelled his account August 26, Frontier advised Mr*** on August 19, that he will receive a refund of $in 2-months via mail 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 matterTell us why here

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*** is disputing his bill for Frontier servicesFrontier has investigated the above statements and offers the following response: Frontier advises that the correct price for the products that Mr*** subscribes to is $per month plus taxes and surcharges. Frontier also advises the TV service has been disconnected on March 22, 2018. Frontier further advises that credit adjustments have been applied to Mr***’s account that will appear on the April 16, bill statement. Frontier spoke to Mr*** on April 9, and advised of the above and provided direct contact informationWe 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

Frontier issued credits for the charges billed in error and the installation chargeAlso, issued a courtesy credit to Ms*** account.Frontier advised Ms*** the promotion for the gift card and Amazon Prime is only for new customers to Frontier.Frontier spoke with Mr*** on 5-27-and
verified the service was working properly and advised of the credit

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

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 Mr* resides in an area where high Internet usage during peak periods could be affecting Internet service speedsFrontier also advises that the available Internet speed depends on the distance from Frontier’s closest facilities. Mr***’s location is over 17,feet from the nearest Frontier facilities. *Frontier is providing the fastest Internet speed that it can provide at this location at this time. Frontier spoke to Mr*** on July 13, to advise of the above

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 he was over billed for $and was advised by a Frontier agent that it was an error and that a credit would be issuedMr*** advises that he has not received the adjustment. Frontier has investigated the above statements and offers the following response:Frontier advises that Mr*** placed his service on a vacation service on April 21, and another order was placed on May 5, to remove the service off of the vacation service. Frontier advises statements were issued every month and there are no records of calls questioning the charges for servicesFrontier advises that the adjustment request was submitted; however, it was denied as it was not a valid adjustmentFrontier spoke with Mr*** on November 9, to review this information with himWe 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. Frontier has been contacting meThey are working with city government to get permit to lay fiber cables from central station to my propertyHowever, as of today, they are still "actively working" on this issue and I don't have Frontier Internet connection installed
Regards,
*** ***

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Ms*** states that she was quoted $for her internet services.Ms*** also stated that she has
not been credit for the over charge of her monthly servicesFrontier has investigated the above
statements and offers the following response:Frontier investigated Ms***’s account and found that she was missing some promotional discountsAs of April 23, 2018, the promotional discounts were applied to the customer’s accountFrontier records reflect credits of $has been issued to Ms***’s account.Please allow 1-bill cycles for the credit to reflect on the customer’s billing statement.Frontier representative has made several attempts to reach customer however was unsuccessful.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: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

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:
• *** *** states that Frontier has not sent her refund of $since cancelling her
account on 8/25/
• *** *** states that she was advised by a two customer service representatives she would receive her refund in 1-weeks of her final billing
Frontier has investigated the above statements and offers the following response:
• Frontier has investigated and found that *** *** has closed her account on 8/25/and is due a refund of $
• Frontier has investigated on found that it takes 2-billing cycles to process a refund
• Frontier has spoken with *** *** and reviewed this information
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that *** *** has experienced as a result of the above matter
Frontier Specialist: Angela C*** Department: Consumer Relations
Telephone Number: ###-###-#### Ex Fax Number: ###-###-####