Frontier Communications Corp.

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate his bringing this matter to our attention The Complaint states that: Mr*** states that his internet service was out for over daysMr*** states that Frontier missed
appointments to fix his internet service Frontier has investigated the above statements and offers the following response: Frontier contacted Mr*** and confirmed that his internet is working properlyFrontier issued weeks of out of service credits to his accountFrontier sincerely apologizes to Mr*** and has issued credits to his account for missed appointments to fix his internet issue 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

Frontier has investigated the above statements and offers the following response: As stated in Frontier’s terms and conditions:” Unless otherwise required by applicable law, your termination of Service may be effective on the last day of your Frontier billing cycle for all applicable Services, and
you are responsible for all charges incurred through the date of termination.”As a courtesy Frontier back dated the disconnect order effective April 9, When discontinuing Frontier service policy states, it can take approximately days for the account to cycle out of the billing systemThis allows any charges/credits to be applied to the account such as long distance calls, Pay Per View, etc.Frontier will continue to monitor Ms***’s account to ensure the necessary adjustments are applied We regret any inconvenience that Ms*** may have 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

The Complaint states that: Ms*** advises that after experiencing an extended period of time with his Frontier phone out of service, he is now having issues with his Frontier internet service Frontier has investigated the above statements and offers the following response:
Frontier advises that the last repair ticket placed by the customer was serviced and completed on July 6, No other repair tickets or calls to technical support were foundFrontier advises that despite multiple attempts, unfortunately we were unable to reach Ms***Direct contact information has been provided

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

Good Afternoon:Please see closure:Frontier
CommunicationsCustomer
Name: *** *** Phone: ###-###-####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
*** is requesting a $deposit to be returned to his bank account after
an order for new service was cancelled.Frontier
has investigated the above statements and offers the following response:Frontier’s investigation found that a $
deposit was requested and paid with a bank card on November 30, in order
for new services to be installedThe services have been disconnected. Frontier has requested the $deposit be
reversed to the bank account as of December 14, and this will take approximately
up to days for Mr*** to see back in his account. Frontier spoke with Mr*** on December 14,
and explained this processMr*** has our contact information should
any other questions or concerns arise.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

There was no charge on this account since 4/1/for the video rental of the movie DeadpoolThere were no calls into technical support or repair to report any trouble on the internet or TV

Frontier has investigated the above statements and offers the following response: Ms*** discontinued Frontier service effective March 20, The credit amount of $was generated on the April 16, statementFrontier’s refund policy is to issue a Citi Bank repaid card 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 will monitor Ms***’s account for the June 16, statement to verify if any other charges apply and to ensure the funds are removed from the account in order to process the refundFrontier regrets we cannot accommodate Ms*** with an additional $credit due to the refund timeframeThis is a Frontier business practice set forth to allow any charges/credits to be applied to the account such as long distance calls, early termination fees, etc.A Frontier consultant has left a message for Ms*** with detailed contact information We regret any inconvenience that Ms*** may have experienced as a result of the above matter

Frontier has reviewed the account and found that Mr*** did not promptly change his banking information on his online banking accountThis caused Mr*** payment to be returned to FrontierAs a courtesy, Frontier has waived the return check feeFrontier advises that Mr*** was
notified of the term commitment with Frontier through his monthly statementAs a courtesy, for Mr***’s long time patronage, Frontier has waived the early termination feeFrontier contacted Mr*** to advise of the above statements

Frontier has investigated the above statements and offers the following response: Frontier advises when a customer maintains a bundle billing consisting of Dish Network services, Frontier pays the Dish monthly charges and passes those charges to the consumer on their Frontier statement.When a
customer discontinues Dish Network or cancels Frontier services, Dish Network would reflect the payment from Frontier and would not have access to Frontier’s billing system to determine if the consumer owes Frontier those charges.Frontier has reviewed Ms***’s account and determined that she is responsible for the full balance of $214.97. 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 If they could have just told us that after we called at least times just to get answers
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: The July 01, billing statement contained a past due balance of $from the previous billThe past due balance combined with the current charges of $brought the total amount due to $679.11.The August
01, billing statement contained a past due balance of $from the previous billThe past due balance combined with the current charges of $brought the total amount due to $854.03.Our records indicate that the customer contacted Technical Support when the account was suspended for non-paymentOn August 12, the account was restored from suspensionPayment in the amount of $was received and posted to the September billThe September 01, billing statement contained a past due balance of $from the previous bill. Once the above payment posted the remaining past due balance was $The past due balance combined with the current charges of $brought the total amount due to $254.39.A courtesy credit in the amount of $for the internet was issuedPlease allow 1-bill cycles for credit to post to the accountWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs*** may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Television service working intermittently Frontier has investigated the above statements and
offers the following response: Television service fully restored 5/31/by technicianCredit of $given on 5/31/for time out of serviceFollowwith customer today, 6/6/to make sure service is still up and working, customer advised it is 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 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

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 investigated the above statements and offers the following response: Frontier advises that all
consumers disconnecting internet are charged a programming fee for the disconnection of internet service.This is listed as part of Frontier terms and conditions.If you subscribe to Service after October 1, and cancel service, you will be charged a $disconnection order processing fee 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 has identified the problem and will be working to make the necessary corrections within Frontier's Online Bill Pay.Frontier does apologize for any inconvenience caused

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** advises an order was placed three weeks ago to move service to their new addressThey did not
receive a promised call backWhen *** *** called a week later, Frontier advised it would be an additional days before service would be installed.*** *** advises their bill is higher than it was with VerizonFrontier has investigated the above statements and offers the following response: Frontier advises due to a system issue the move order did not flow properly through our system*** *** advised us on December 9, 2016, that they had gone with another providerFrontier disconnected the service effective November 29, The next billing statement will reflect credit for services billed in advanceFrontier advises *** ***’s account had a $discount that expired on July 16, and a $discount that expired on September 26, 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

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms*** has pre-paid for her services and is eligible to continue receiving service through the end of her billing cycle. Ms. *** could always stop the disconnection if she changed
her mindFrontier finds Ms***’s statement printed on September 1, 2017. The request to disconnect service was placed on September 8, 2017. The account was disconnected with an effective date of September 30, the end of the billing cycleFrontier advises that Ms***’s September 1, statement included a past due balance of $for previously provided service and new charges for the time from September 1, to September 30, Ms***’s October 1, statement included credit for reported time out of serviceFrontier advises that the current balance reflects partial payment for the past due balance from the September 1, statement of $paid on November 4, 2017. The balance as printed on the December 1, includes a courtesy credit of $82.85. The balance due of $for services provided.Frontier spoke with Ms*** on December 6, to provide the above information