Frontier Communications Corp.

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. Also, I want to let Frontier know that Patrick, the technician who restored my service on July 19th, seemed to be the only person who understood what was wrong with my service and was able to restore itHe did a great job and I want Frontier to know thatI talked with several people at Frontier and I was told it was a software programming issueThe tech who came out to my house on Saturday, July told me that there was nothing he could do - that it was just a programming issueHe obviously didn't know what to doI think they need to train their people better
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*** advises that she has had issues with her service and decided to cancel her service with Frontier after
several years. Ms*** let her service expire and later contacted Frontier to notify them. Ms*** advises that she was given an order confirmation number, final bill amount and was advised that she would receive a final bill and states she then started to receive additional billing statements with different amounts owedFrontier has investigated the above statements and offers the following response: Frontier investigated and advises that Ms***’s service was temporarily disconnected on September 28, by collections.Frontier advises that a permanent disconnect order was placed on October 20, and it should have been back dated to September 28, for credit to be applied to the account, in error it was dated for November 10, 2017Frontier advises that credit has been applied to Ms***’s account and she owes a final balance of $for service to September 28, 2017.Frontier advises that attempts to reach Ms*** were unsuccessfulWe apologize for any inconvenience that Ms*** 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: MrRyan *** advises that Frontier had re-provisioned his internet speed without his knowledge. Mr
*** would like to be refunded the difference Frontier has investigated the above statements and offers the following response: Frontier has been unsuccessful in reaching MrRyan ***. Frontier has made several attempts trying to reach Mr***Frontier has sent a please contact us letter by email 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:
WOW i'm so impressed this system works as great as it should!!!I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
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*** states that he was billed more per month for his service than he agreed onMr*** advises that
Frontier billed him for equipment he has already returnedFrontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s Frontier account is under ###-###-####Frontier advises that Mr*** had a promotional discount from December 23, to December 22, Frontier advises that Mr***’s promotion expired on the December 22, date and this caused Mr***’s billing to increaseFrontier advises that no further adjustments will be applied for previous billing as its been determined that Mr***’s billing issues were corrected when the issues occurredUpon investigation, Frontier advises on each billing statement the following notice is provided: Upon termination of service, you must return equipment owned by Frontier.Frontier advises that failure to return Frontier equipment or returning equipment in a damaged condition (subject only to reasonable wear and tear) will result in the imposition of an equipment fee that may be substantial.Frontier has confirmed that Mr*** has returned the equipment to FrontierFrontier advises that a full adjustment was issued on the account to cover equipment charges and it will post to the account in to billing cyclesFrontier has a scheduled follow up on May 2, to confirm the adjustment has applied properlyFrontier spoke to Mr*** on April 10, and advised him of the above 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

Thank you for referring the rebuttal complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The complaint states that: Mr*** advises that he received a letter dated December 27, from Frontier in the amount of $and has no idea what the charge is for. Mr*** has called several times to dispute this charge.Mr*** indicates that Frontier improperly charged him an early termination fee and his account was renewed without his approvalFrontier has investigated the above statements and offers the following response: Mr***’s account was automatically renewed on May 23, and each year thereafter. Frontier offers this automatic renewal service as a courtesy in order to allow our customers to continue to receive monthly credits and discounts. Frontier lists the contract dates and the automatic renewal policy on our monthly invoice.Frontier advises the guidelines were followed and the early termination fee of $plus fees and taxes are valid according to our policies when a customer ports out their service to another provider.Frontier spoke with Mr*** on March 7, and advised of the above.Frontier advises that Mr***’s account was turned over to an outside collection agency on February 10, 2018. Mr*** will need to contact Credit Collection Services at ###-###-#### to dispute the charge We apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Thank you for referring the complaint of Tiffany *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention
The Complaint states that:
• Ms*** states that she was quoted $for TV and internet service
• Ms*** would like TV to include CNN
and HBO and have internet for the price she was quoted
Frontier has investigated the above statements and offers the following response:
• Frontier review the call and we show the customer was quoted Simply Broadband Plus Up to 18M/1.5M and Vantage TV Custom Movies; $Months 1-and $Months 7-
• Frontier offered two packages with would include CNN, HBO and Internet, within our tariff promotional ratesAlso offered to credit first months to $before taxes
• Frontier called left message and emailed price packages on 08/15, 08/and 08/17/without receiving response back from Ms***
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Tiffany *** 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: Mr*** states in August he was charged for a service call and states he was advised it would be refunded and
it never wasMr*** states the internet was shut off every month due to the “past due” balance on the account, stating this was due to the promised refund. Mr*** states he then cancelled his service August and now the past due balance is in collections Mr*** would like the service call to be refunded and to have no balance due. Frontier has investigated the above statements and offers the following response: Frontier records show Mr*** was charged an installation charge of $when an upgrade order was written which appeared on the 09/28/statement. A credit of $was applied to the 12/28/statementFrontier has no record of a service call charge Frontier records show Mr***’s Internet was suspended 11/19/15, 02/25/and 05/18/due to past due balances. Frontier records show Mr***’s services was disconnected on 08/22/as requested. Frontier records show Mr*** does have a past due balance of $which is valid and is for prior working service We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter Sincerely, Frontier Customer Relations

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

Ms*** made a payment arrangement with Frontier and did not keep itThis brought the past due Dish charges back to this accountNot keeping that payment arrangement is why we couldn't make another one for herFrontier has explained her bill to her in detailFrontier is closing this
complaint
Thank You
Serena J***

Frontier records reflect that a request was received on November 30, to port out telephone number ###-###-#### effective December 5, 2016. All services were disconnected as of December 5th when the phone number was ported out. The order posted in the billing system on December 9th
Frontier advises that Ms***’s December 7th bill statement reflected a balance due of $for a full month of service as the port out order did not post in the billing system until December 9th Frontier advises that Ms***’s January 7th bill statement reflected a credit balance of $for services disconnected as of December 5th. Frontier’s refund policy is that the credit balance on a disconnected account is refunded in approximately days (up to bill cycles) from the date that the service is disconnected which allows time for any charges or credits to be applied to the account such as long distance calls, collect calls, early termination fees, equipment, etcThis also allows the account to cycle out of our billing system. In the interest of resolving the complaint, Frontier has expedited the credit balance refund. Ms*** should receive a refund check of $in approximately to business days

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I am not happy with this, but will accept if they will accept $per month until paid with no extra charges
Regards,
*** ***

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*** states she has had issues with her television pixelating for the past months, that she’s called multiple
times and the issue has not been resolved • Ms*** states she was offered a new plan at a rate of $and was advised her bill would be $108.00. • Ms*** advises she received a bill stating she owed $due 12/31/and she was late Ms*** states she had already paid her December billing. Frontier has investigated the above statements and offers the following response:• Frontier records indicate Ms*** contacted tech support via chat on 12/1/regarding pixilation issues on one of her set top boxes but ended the chat prior to troubleshootingOn 12/2/Ms*** contacted tech support again and wanted a technician out to replace her box, Frontier advised a new one could be mailed out which was confirmed delivered on 12/6/ On 12/23/Frontier technical support provided Ms*** instructions on changing out her new box and she advised she would try the next dayOn 12/24/Ms*** contacted Frontier who provided assistance setting up her WiFi network.• Frontier technical support reached out to Ms*** directly regarding the pixilation issues she states she was still experiencing after receiving her Revdex.com complaint A trouble ticket was issued and a technician was dispatched on 1/9/The technician replaced the set top box and the Optical Network Terminal Ms*** verified the service issues were resolved. • Account review shows an order was placed on 12/31/to remove phone service, and change Ms*** to an Internet and television only bundleNotations advised she called about the $offer but was quoted $plus taxes and surcharges which included equipment charges Account review shows Ms*** currently has a base rate of $which includes 30/30M internet $and + $Prime television package less a $promotional rate for months Ms*** has equipment charges in the amount of $ The current rate is $plus taxes and surcharges for months.• Ms*** was provided a full month of television programming credit in the amount of $on 12/27/ Ms*** was also provided a duplicate monthly recurring credit associated with her old package that she discontinuedThe current amount owing on the 1/4/bill is $which has a due date of 1/30/17. • Frontier does not have record of a bill in the amount of $due on 12/31/under this same account numberIf Ms*** has a separate account number with a different billing amount she should contact Frontier regarding that specific account number.We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** has experienced as a result of the above matter.Sincerely,Frontier Executive Customer Relations

Frontier has investigated the above statements and offers the following response: Frontier has updated and noted Mr***’s account that he incurred a bill because the installation ticket was marked installed instead of cancelled resulting in a billing statement generating in the amount of
$55.96. Mr***’s billing account has been corrected and adjusted to reflect a zero balance. 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that after she downgraded to just Frontier internet service by cancelling her Frontier
television and home phone services, she was told by a Frontier agent that her bill would be prorated to show the change in service. When this did not happen, another agent told her that the proration would occur in January Ms*** advises that she was told that Frontier would be sending her a box for her to return her tv equipment back Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms*** on January 3, 2017, and explained that since Frontier bills in advance, the proration resulting from the change she made to her services will show up on her January 10, statementIn addition, the order that she placed did not post to our system due to an order posting error, but that error will be cleared up before the start of the January billing cycle.Frontier advises that Ms*** was informed that her December bill total of $normally be prorated at $125.71, but since she is on automatic payments, the full balance will be deducted from her bank account, and that will result in a credit of $on her January statement. That amount would then be deducted from her regular $monthly charges, so she would have a credit balance of $on that January bill.Frontier advises that a return box will be sent out and that she should receive it within 4-days so that she can return her equipment 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 Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention. The Complaint states that: Ms*** advises Frontier her final bill was supposed to be adjusted to correct overbillingFrontier has
investigated the above statements and offers the following response: Frontier has tried to reach Ms*** and left messages and sent an email with our contact informationFrontier has to close this case as no contact with customerWe 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

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 feel I already paid my fair share to this businessI had to take time off work( days) for the installation of their service (which they never showed up.) I was given the wrong phone number by their customer service team and had to be without a phone for two weeksWhy would they show up to disconnect the wrong phone number and not reconnect the new number? I am not paying them a cent more
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: Customer was without Video On-Demand services from April to the end of JuneCustomer requested a credit
of $ Frontier has investigated the above statements and offers the following response: Frontier has reviewed the accountThe request of $was denied because Video On-Demand is a free feature that comes with TV packageTV programs and equipment was working properly outside of the on-demand contentIt is not a billable serviceFrontier issued a $courtesy credit, as well as an out of service credit for a separate issue from July to July 11, in the amount of $Customer has been advised, and has contact information for any future questions or concerns 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 Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she has been experiencing intermittent speed and connectivity issues with her
Internet service from Frontier for a few months Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on December 28, and advised her that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and network interference. Customer speeds may vary over timeFrontier advises that we issued a credit for to cover the time out of service and a courtesy adjustment as wellMs*** was satisfied with this resolution 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 CommunicationsThank
you for referring the complaint of *** ***
to our office for reviewWe appreciate Ms*** bringing this matter to our
attention.The
Complaint states that:Ms*** indicates that Frontier did not provide a refund in a timely manner.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 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.Frontier finds that this refund has been sent for processing on March 16, Customer will receive a prepaid Citibank card for the amount of $Processing may take up to business days.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: Allison S*** Department: Executive Consumer Relations