Frontier Communications Corp.

Thank you for referring the complaint of *** *** to our office
for review. We appreciate her bringing
this matter to our attention.In the complaint Ms*** expressed concern regarding Frontier
reporting her to collections without notification.Our records indicate a
disconnect order was requested on August 2,
and the disconnection was completed August 9, There was no forwarding
address provided at the time of disconnect; therefore, the monthly statements
continued to be sent to the address on file. The address on filed was *** *** *** *** *** ** *** The account was written off and credit reported in October 6, 2016. The account was not paid prior to the date it
was written off. The records indicate
the customer paid the balance off January 13, Our records indicate the update was submitted on February 1, 2017. Once Frontier submits the update, it is out
of the company’s hand and is up to the credit bureau to update the records
accordingly. The Frontier Collections department confirmed the records are showing
in Ms***’s credit file, “paid charge off”. If there is anything further indicated, the
customer must open a claim with the credit bureau.We sincerely apologize for the inconvenience the customer has
experienced as a result of this matter.Should Ms*** wish to dispute this matter further, it must be
done with the credit bureau.Sincerely,Felicia T***Executive Customer Relations###-###-#### EXT ***FRONTIER
COMMUNICATIONS

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

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. I spoke with a Frontier rep this morning to confirm that the credits have been put through and my balance is now $I told frontierthat this issue is resolved unless my next bill comes in with extra charges.But for now this is settled
Regards,
*** ***

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

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms*** spoke to a Frontier Representative on August 12, Frontier has waived half the customer’s early termination fee.Ms*** has paid the balance and at this time the balance
is zero. 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

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,
*** ***

Customer had been advised that an adjustment would be issued for $359.96. Frontier's adjustment team denied the adjustment due to no notes confirming Mr*** called to disconnect service in May 2016. I spoke to Mr*** and he advised that he had been in contact with Justin
Collins/SPCLST, CUSTOMER, RESNL with FrontierI contacted Justin and he advised that Mr*** called him and spoke with him about disconnecting services in early May. I agreed to adjust charges from 5/1-July 10, 2016. Total adjustment is $307.80. Mr*** owes charges from April - April in the amount of $99.99. Customer understands and will send payment. Case Closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meCustomer service contacted us and provided the requested refundThey were very kind and responsive in their attention to this matter
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 has experienced issues with his Internet service from Frontier. Frontier has
investigated the above statements and offers the following response:Frontier advises that a repair was completed on February 3, Frontier records show that there were reports of Internet service issues in July that were repaired on July 26, Frontier has no records of additional service issues being reported between these dates.Frontier issued and adjustment for one month of Internet service in the amount of $due to the service issues he experienced in January 2017.Frontier has made several attempts to contact Mr*** regarding this issue but has been unsuccessful in speaking with him.Frontier has mailed Mr*** a letter with direct contact information if he needs any additional 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 has investigated the complaint and offers the following response: Frontier completed the installation of the service on October 5, 2016.Frontier has issued a credit for $due to the delays

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 called Frontier on July 28, to downgrade her TV, internet, and home phone bundle
package to just internet service only, and was told that the monthly rate for her Frontier internet service would be $per month. Ms*** advises that her internet service was turned off on December 29, 2016, and was told that it was because of an unpaid balance, resulting from her making partial paymentsShe also advises that she found out that she had been getting billed $per month for the internet as well as $late fees each month . Ms*** advises that she had been told by multiple Frontier representatives during the months of December and January that her billing would be adjusted accordingly for the amount that she had been overbilled, but the credits never got applied to her account Frontier has investigated the above statements and offers the following response: Frontier advises that a total of $in credits had been applied to the customer’s account on December 30, 2016, and another $in credits had been issued during the month of January 2017. These credits were for the charges that Ms*** was overbilled, from August thru January and also for the late fees that were charged.Frontier advises that the bill that generated on January 28, shows that the customer now has a credit balance of $7.38, which will be applied to her February 28, statement. Ms*** will not owe Frontier any money until March 23, 2017.Frontier advises that a voice mail message was left for Ms*** on January 31, and also on February 1, 2017, advising her that all credits had been issued to her account, totaling 246.35. She was also advised in both voice mail messages that she has a credit balance of $ 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that Frontier was supposed to install home phone service on June 30, 2017, and no technician
showed up. She also advises that Frontier told her that a technician would come out on July 3, 2017, but no one showed up againMs*** advises that after the phone service got installed on July 5, 2017, she would like Frontier to compensate her for the missed appointmentsFrontier has investigated the above statements and offers the following response: Frontier advises that the technician came out and installed the phone service at the customer’s home on July 5, 2017, and the service is currently workingFrontier advises that a representative will be following up to issue a missed appointment credit once the first bill prints out.Frontier spoke with Ms*** on July 7, and confirmed that the issue has been resolved and no further action is neededWe 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 find that this resolution is satisfactory to me. Until the repair project is actually made and completedFor now the internet is better for the most partIf it begins to stop working again I will contact and advise Frontier tech support again
Regards, *** ***

The Complaint states that: Ms*** states that she never had service with Frontier but she has been sent bills for service, and was referred to collections as a result Frontier has investigated the above statements and offers the following response: Frontier advises
that after careful review, Ms***’s account has been credited in fullPlease allow 30-days for the debt to be removed from the credit bureaus

Frontier has investigated the above statements and offers the following response: Our records shows that when *** *** signed up for Frontier satellite services in February with auto renewal. In the January statement shows that his auto renewal would be effective February
2017. This information can be found on his statement under “Important Customer Information” which states: Your Frontier Secure agreement will automatically renew effective 02/20/17. As you agreed, your Frontier service includes a or year term commitment with automatic renewal at then applicable pricing and an early termination fee of up to $depending on your bundle of service. Your Frontier Secure agreement will automatically renew effective 02/20/19. As you agreed, your Frontier service includes a or year term commitment with automatic renewal at then applicable pricing and an early termination fee of up to $depending on your bundle of serviceFrontier’s Early Termination Fee in the amount of $will be sustainedWe 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*** with *** *** *** ***, advises he has a billing discrepancy with FrontierHe
states service at his temporary location should have been disconnected in Frontier has investigated the above statements and offers the following response: Frontier advises our records do not indicate Mr*** requested to disconnect service in 2015. Service was disconnected in February the remaining balance due of $is valid.Frontier has been unsuccessful in our attempts to reach Mr***, we have provided our direct contact information 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 reviewed and determined that there were hard inquiries, one on March 3, and one on May 4, 2017.Frontier determined that one could requested to be changed to a soft inquiryFrontier has issued the
request to have of the hard inquiry from March 3, changed to a soft inquiry to the reporting credit bureau.Frontier advises that on average, the above request takes 5-weeks for the change to be implemented by the responsible credit bureau.Frontier spoke with Mr*** advising of the aboveMr*** presented concerns regarding a promotional gift cardFrontier determined that this offer was not available in his market area.Frontier, as a courtesy, issued a one-time credit of equal value, in relation to the gift card offered.Frontier advises that the one-time credit will reflect in 1-billing cycles.Mr*** presented no further questions or concerns 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: Frontier advises that Ms*** received a credit of $for the internet on December 13, Based on Ms***’s usage history, Frontier finds that no additional credits are due.Frontier further advises that at this time Ms*** has been temporarily disconnected for non-paymentMs*** would have to pay $to have services restored 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

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 as a courtesy has had removed from Mr***’s credit report and we have attached a letter for the customer’s records