Frontier Communications Corp.

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: MsGarrett advises she had the incorrect equipment installedFrontier has investigated the above statements
and offers the following response: Frontier spoke to Ms*** on February 22, and confirmed that she now has the correct recording equipment (Quantum enhanced). Frontier explained credits issuedFrontier explained Landline has been removed and current services are Internet 150/and Ultimate programming.Frontier has set follow up to ensure bill accuracyWe 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*** advises that she was promised a rate of $when she moved her Frontier service to a new
addressMs*** advises that after a delayed installation, she has been billed months at a higher rate than promisedFrontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s monthly recurring charge has been corrected, and now reflects $per monthFrontier advises that credit has been issued to her account for the amount overchargedFrontier advises that we spoke to Ms*** on August 30, to advise of the above

Thank you for referring the complaint of *** G*** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr*** called and requested the promotional TV and phone be disconnected and only keep the internet serviceHe was given
a cancellation number, but the services were not cancelled Frontier has investigated the above statements and offers the following response: Frontier has successfully completed the order to remove the phone and TV service, Frontier has issued a partial month of credit for August through September 15, a full month of credit for September and October statements for the billed services that were requested to be cancelled on August 24, The total credit amount issued to Mr***’s account is $ 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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that she has experienced issues with her Internet service with FrontierFrontier has investigated the
above statements and offers the following response: Frontier advises that a repair was completed on December 26, Frontier advises that and adjustment in the amount of $has been applied to Ms***’s account for one month of Internet service and will be reflected on the next statement.Frontier spoke with Ms*** on December 27, who confirmed the services are workingWe 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’s Local Manager has advised on January 4, he spoke with Ms*** and she stated they went with another provider
• Ms*** did mention that Frontier could, if needed, lay a temporary cable from her sister’s home, that is the one they are saying is feet away and get them service until we can place a permanent drop to their home
• The Local Manager has advised on January 5, that he has attempted to contact Ms*** again, to verify they have gone to another providerHe has not heard back from Ms*** to date
We regret any inconvenience that *** *** may have experienced as a result of the above matter.”

Revdex.com:I have contacted a frontier representative for more details but have not heard back from Mark as the emails sent will not openIt has been explained to Mark that although his company state that the $odd dollars incurred all within one month and between a few days are valid he admits he has no record of what number was given by directory assistance with his company and no telephone records on tape as to the rude directory assistance operator and myselfFor I know what happened the operator was hanging up on me and I kept calling back for the number I requested.Which is a government number and could not be found online.otherwise, there would,Have been no need to call directory as I have an internet connection this company needs to take I ownership because I they know they are guilty of not being able to review tapes or track the number given which was only one number in the end so only one charge for seeking the number through their directory should be charged in addition they did place the delinquent account with a collection agency all these years later and most importantly when I got fed up with frontier not resolving the overage I signed up with *** *** phone service and was able to transfer my phone number even with this huge outstanding account which is unheard of that is how phone companies get you to pay your number by holding your number until you clear up the bill .This whole ordeal sinksThey overcharged me and they know it !! In ref compaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Frontier CommunicationsThank 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 had difficulty with her FiOS data speeds.She requests
credit in the amount of $due to the internet troubleFrontier has investigated the above statements and offers the
following response:Frontier advises that Ms*** *** was granted two credits, one at $credit and a second of $60, both on February 2, 2017.We spoke with Ms*** *** on February 7, and she cancelled her serviceA final bill and closing statement will be sent within thirty to sixty 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: Bridget
G*** Department:
Executive Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Revdex.com bringing this matter to our attention. The Complaint states that: Ms*** is disputing billing for Frontier Secure and also DVR not receivedFrontier has
investigated the above statements and offers the following response: Frontier advises Frontier secure bundles were removed as of January 21, along with system credits on February bill $ and manual credit of $ One was $ added January and removed and credited same monthThe second bundle was $ 14.99- $ monthly credit= $ a monthIt was added June and removed Jan ( Jan already credited) difference of $ which will appear on next bill in March Frontier advises the DVR was requested January 9, A credit for the DVR of $ on January bill and another for $ on February billNo further credit due as customer has received and activate the DVR as of February 26, 2018.Frontier was unsuccessful in reaching Ms***. 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

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 she was quoted pricing for Internet service and was charged a higher monthly rate and was
charged for installation of $when she received a self-install kit. Ms*** advises she was assigned a landline telephone number that she did not request.Ms*** advises that she did not receive a final bill and the account went unpaid and has affected her creditFrontier has investigated the above statements and offers the following response: Frontier has investigated and when the service was installed the reason for escalation for a sooner date Ms*** needed a landline in her home.Frontier advises the DSL Internet service on the original order was not available at the time of installation at her residence and was changed to FIOS Internetservice which has a higher monthly pricing.Frontier advises that a credit for the installation charge of $was applied to the account on September 19, 2016.Frontier verified her mailing address and that is the address that the final bill was mailed to.Frontier advises that Ms*** has direct contact information if she should need anything furtherWe apologize for any inconvenience that Ms*** has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier advises that the original request to correct the impact on the credit report was sent by Frontier in March of 2015.It was determined this request failed because it did not transmit to an existing
credit report on file.Frontier was able to obtain information from Mr*** and resubmit the request to EquifaxThis was successfully transmitted on September 28, but can take up to days to correctFrontier has specifically notified Equifax that they will need to change the request to a soft request, which is not score affecting 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 *** L *** to our office for review The Complaint states that: Mrs*** advises that Frontier is taking too long to process a refund Frontier has investigated the above statements and offers the following response: Frontier
advises that Mrs*** has been sent the refund as of 10/31/and once it processes it should be in her account .Frontier advised Mrs*** on 11/8/of the information above.Mrs*** has direct contact information for future concerns. 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

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 that he experienced issues with getting his services installed through Frontier and was told he
would be given a $credit; however, he has not received the adjustment Frontier has investigated the above statements and offers the following response: Frontier advises that an adjustment in the amount of $was applied to Mr***’s account on March 30, Frontier advises that the adjustment will be reflected on the April statement.Frontier spoke with Mr*** on March 30, to review this information with himMr*** is satisfiedWe 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

Mr*** is wishing to dispute a termination fee of $for a three-year package that was cancelled before completion of the term.Mr*** states that he was never advised of any terms of service related to the plan that he agreed to. Frontier has investigated the above statement and
offers the following response:INVESTIGATION/RESOLUTION Frontier had retrieved the call from March 27, when the customer spoke with a Frontier agent to request new service.The Frontier agent had advised that the package was on term and advised that they would be billed the monthly charge for the time left unresolved if cancelled early.The Frontier agent quoted the services under a two-year agreement and not a three-year agreement.Frontier has credited $in termination charges for the third year on May 9, 2018.Frontier has found that the remaining penalty fees of $for services leading into the second year are sustainable, as the terms of service were quoted to Mr*** and agreed to by the customer

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 requested that her cost of services remain at One -Hundred Forty -nine dollars including tax as she had from the expiring contract that from Verizon*** *** states there was billing issues and was advised the cost of her service would be One-Hundred Twenty-nine dollars with tax in January *** *** states that she has not received email notification of the cost of service*** *** also states that was unaware of any two-year agreement for serviceFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate Ms*** had a contract with Verizon that expired December for $ plus taxes/feesOnce this contract expired Ms*** bill would have increased $ for the expiring Verizon promotionsFrontier advises upon reviewing the account our records indicate Ms*** then changed to a new two-year contract Frontier bundle in December to $ plus taxes.Frontier advises upon reviewing the account our records indicate the December 26, billing cycle has prorated promotions that were coming forward on the account reflecting a One - hundred and Twenty-two-dollar price Pont for services before taxes for that billing cycle specificallyAlso, the December 26, billing cycle had a Television activation fee that has been adjusted from the accountFrontier advises upon reviewing the account our records indicate Ms*** then changed to a new two-year contract Frontier bundle in December to $ plus taxesThe bundle would have been lower due to a removal of Frontier Secure $ 4.99, which Ms*** later removedThe account was also a rebundled done March to try and lower her bundle again, however it did not change as Ms*** was already receiving all promotions availableThis price was reflected on the bills before taxes along with her contract discounts.Frontier advises it does not send confirmation emails after bundle changes, the cost changes and price are seen on the next printed bill.Frontier advises that on our records indicate that *** *** stating that she is in a contract with Frontier and her pricing should not have changedFrontier advises that it has spoken to *** *** on August 28, 2017, and advised her upon reviewing the account the early termination fee is valid, and advised her of the final balance 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

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*** cancelled internet service on 10/20/for the double accounts that were set up for him after multiple
attempts at trying to correct the billing with no successMr*** was then advised that the refund for his billing dispute would take days to be sent to himHe believes this is unreasonable and would like the refund expedited Frontier has investigated the above statements and offers the following response: Account review does show that Mr***’s account was cancelled successfully on 10/21/with a refunded balance owed of $Frontier’s general policy for all disconnected customers states that a minimum of days processing time must be completed before the refund is sent to ensure that all billing has been finalized and that no further 3rd party charges will be applied from other venuesFrontier was able to expedite this process today, 1/3/2017, for Mr*** and he will receive his refund within the next -days in the form of a prepaid Visa card 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 CommunicationsThank you for referring the complaint of *** ***
to our office for reviewWe appreciate the ***
bringing this matter to our attention.The Complaint states that:*** *** advises that Frontier disconnected their FiOS data service but they wanted to
improve the speed or rate.Frontier has investigated
the above statements and offers the following response:Frontier attempts to have all customers back in service as fast as possible, and apologizes for any inconvenience that this may have causedWe spoke with *** *** on August 26, and confirmed reconnection of FiOS data service with 100/mbps, at $per month plus taxes and surcharges.This includes a two-year contract with an early termination fee.On August 30, an early termination fee credit for $was applied and will reflect in to bill cycles.The fee had been charged as a result of the data service disconnection, by errorWe trust that this
information will assist you in closing this complaint. We apologize for any inconvenience that Monse
*** has experienced due to the above matter.Frontier
Specialist: Bridget G*** Department:
Executive Relations Telephone Number: 1/###-###-#### Ext.1113138 Fax Number: ***

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 filed a complaint yesterday in regards to FrontierI the called im and spoke with a manager nicole who advised me she would do a full investigation and get back to me Sunday, she stated when they investigate they will oull ym original call and verify the promotion I was offered and add it back to my accountthen today a male manager called me and advised me they would do the adjustment but I am out of luck for the promotionHe refused to pull my original call where I was offered the promotion, when I requested to speak with nicole or someone else he refused to transfer me and just kept saying there was nothing to be doneI am very upset as I keep getting told different things by different people.Regards,*** ***

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
Attachment is what I received from Frontier today My monthly is around $195+/- before the incident happened I requested to have my account reverse back to what it was and Frontier also promised that I couldn't tell what my monthly were for December and January because there were some credits applied Now this invoice is without any credits I can clearly see that it's not around $ I also emailed rep today, waiting to hear back from her
Regards,
*** ***

Frontier has reviewed the account of Mr*** and finds that audits are periodically done on billing and it was found that this account had Verizon credits that were no longer availableAn order was placed on 2/13/adding a $Broadband credit for one yearThe customer was also issued an
adjustment in the amount of $to the current billingThe new credit will generate on the customers 3/4/billing statement

Thank you for referring the case of *** *** to our
office for review. We appreciate you
bringing this matter to our attentionPayment in the amount of $was received and posted to
the June billThe June 11, billing statement contained a past due of
$from the previous
billOnce the above payment posted the balance
forward was zeroThe current charges of $brought the total amount due of
$due July 5, 2016.No payment was received or posted to the July billThe July
11, billing statement contained a past due of $from the previous
billThe current charges of $brought the total amount due of $due
August 4, 2016.Payment in the amount of $was received and posted to
the August billThe August 11, billing statement contained a past due of
$from the previous billOnce the above payment posted the balance
forward was zeroThe current charges of $brought the total amount due of
$due September 6, 2016.No payment was received or posted to the September bill The September 11, billing statement
contained a past due of $from the previous billThe past due balance of
$combined with the current charges of $brought the total amount
due of $due October 5, Payment in the amount of $was received and posted to
the October billThe October 11, billing statement contained a past due
of $from the previous billOnce the above payment posted the balance
forward was zeroThe current charges of $brought the total amount due of
$due November 4, 2016.No payment was received or posted to the November bill. The November 11, billing statement
contained a past due of $from the previous billThe past due balance of
$combined with the current charges of $brought the total amount
due of $due December 5, No payment was received or posted on the December billThe
December 11, billing statement contained a past due balance of $
from the previous billThe past due balance of $combined with the
current charges of $brought the total amount due of $due January
4, No payment was received or posted on the January billThe
January 11, billing statement contained a past due balance of $from
the previous billThe past due balance of $combined with the current
charges of zero brought the total amount due of $due February 6, 2017.Prorated credits back to the disconnect date of December 1, will be reflected on the
customer’s February billing statement along with any payments that post to
the accountI spoke with *** *** on February 17, and advised
him that our records reflect the late paymentsThe customer is not satisfied
with our findingsWe trust this information will assist you in closing this
case. Frontier
Communications