Frontier Communications Corp.

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: Mr*** advises that he was quoted a price for his services however is not receiving the price he was
quotedMr*** stated that he was to receive credit for the over charge he was billed and has not at this time.Mr*** also feels that he should be compensated for the loss of time he spent dealing with this issueFrontier has investigated the above
statements and offers the following response:After a review of the account, Frontier records that Mr*** was receiving the price he was original quoted with his servicesHowever on his August, September, and October bill he was missing some promotional discounts.As of October 26, this error has been correctedFrontier records reflect that a credit of $has been issued towards Mr***’s account for the missing bundle promotional discountsFrontier does not compensate for a customer’s loss of timeWe 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 Specialist: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: *** returned her *** that she purchasedFrontier has investigated the above statements and offers the following response: We
were unable to find evidence of return and have tried to contact Ms *** multiple times unsuccessfully to obtain tracking information on the return. We have sent a letter instructing her to get in touch with us in regards to this matterWe 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.They reference an order change in October that delayed correcting the billing on the account There was no order change Every delay and error was completely caused by Frontier There has been no compensation for thenumerous time periods we were without services from October 2016-July due to Frontier's negligence and failure to correct their billing errors Any outstanding balance needs to be credited so that there is no money due to compensate us for the numerous time periods we were without service due to the excessive amount of time it took Frontier to attempt to correct their billing errors
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mrs*** states that her bill is inconsistentShe states she was quoted $before taxesFrontier has
investigated the above statements and offers the following response: Frontier found that Mrs*** is billing before taxes, surcharges, fees and any pay-per-view servicesShe has the lowest price bundle for the services she receivesFrontier will manually post a credit of the difference every month up to and including the August 20, billWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** has experienced as a result of the above matter

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

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

Frontier has investigated the above statements and offers the following response: Upon investigation, a Frontier Technician was provided access to the residence on January 20, Frontier’s technician confirmed working service to the Network Interface DeviceFurther investigation determined the
service interruptions were due to damaged customer owned and maintained lines.Frontier has advised Mr*** of the steps necessary to provide access to repair the wiringWe 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 Communications
Frontier has received the following complaint : *** *** alleges that he does not owe the $due on his closed account because he paid in advance on September 20, 2017. Frontier has investigated the above statements and offers the following response: Frontier records show that a payment was made on September 20, in the amount of $106.42. This is the amount of the August 21, to September 20, statement On September 21, the customer was billed $for the time period through October 20, 2017.Frontier records further show that the customer ported out his service on September 27, 2017. On October 21, the closing statement generated issuing credit from September 27, through to October 20, and leaving a balance of $due on November 14, 2017.Frontier records are correct and the balance is $60.33. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience *** *** has experienced as a result of the above matter. Frontier Specialist: Donna JM*** Department: Consumer Relations Contact: ###-###-####

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 as I was able to call at a later date (but before receiving a response via the Revdex.com) and have the box removedUnfortunately there was a further problem as the return mailer that was supposed to come to me was never sent and I had to make a third call and am now waiting to see if the mailer actually shows up or if I will need to make a fourth callI consider the matter of the change to my account requiring a SSN to be resolved but the actual implementation of the change lingers due to continued mistakes or incompetency on Frontier's partI feel it is important to make this clarification because I know many people in my area are experiencing a myriad of problems with Frontier since the take over from Verizon
Regards,
*** ***

Frontier Communications Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this
matter to our attention The Complaint states that: Ms*** moved from her residence in July of 2017. Ms*** attempted to transfer the services to her new homeMs*** went without internet services for daysMs*** received a bill for $a month, instead of the advertised $rateShe was also charged $for a modem and other charges she was not able to identify. The total bill was $Ms*** called Frontier to get assistance with the bill but no one would help herMs*** has canceled her accountFrontier has investigated the above statements and offers the following response: Frontier records indicate Ms*** had a standalone internet account at a price of $per monthFrontier records indicate a request for new services on July 12, at Ms***’ new location The rate per month for this account was $per month, as Frontier was no longer offering a $per month discount that had been on the previous accountThe $price referred to by Ms*** is for internet when accompanied with a qualifying phone plan. Ms*** was ordering internet onlyMs*** contacted Frontier regarding moving her account on 7/14/16. The agent placed an order to disconnect account *** as there was already an order to install services at the new location.Ms***’ first bill on the new account contained month billing in advance, as well as prorated charges from 7/16/to 7/31/The bill also contained a $shipping and handling chargeMs***’ 2nd bill contained prorated credit back to the date of termination, as well as a processing fee to disconnect the accountFrontier has credited the shipping and handling (9.99) and processing fee (9.99). Ms*** has been provided a time out of service credit for days. Credits will appear on the October 1, billNo further credit is warranted at this time 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: Brian M*** Department: Customer Relations

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: 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 *** ***
bringing this matter to our attention The Complaint states that: Ms*** states her internet service has been slow since the transition from Verizon to Frontier Frontier has investigated the above statements and offers the following response: Frontier review the case and we have made attempts to reach Ms*** to assist with her concerns Frontier has left message with our contact number 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and pending receipt of the actual credit to my account, 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 attentionThe Complaint states that: His Frontier service was out as of April 26th, He said Frontier could not provide him a date when the service would be
working. Also that Frontier has not issued sufficient credit for his time being out of serviceFrontier has investigated the above statements and offers the following response: Several attempts have been made, leaving a name, phone number and extension for Mr*** to reach Frontier back. There has not been any response from Mr***Frontier has issued an out of service credit of $18.09. The service was repaired on April 30, A letter is being sent to Mr*** including information on how to reach Frontier if he would like to discuss this matter furtherWe 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 Ms*** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response:Frontier maintains its initial response.The account balance is $These charges are valid and sustainedNo further credit is warranted. On April 5, I spoke with Ms*** and relayed the above information The customer is not satisfied.We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** may have experienced as a result of this matter. Sincerely,Stacey M. Frontier Executive Relations

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 that she has been overbilled and has a product she did not request
Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms*** on March 8, and advised the price for her internet has always been since the change and that the computer security has been removed from the account 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

Billing DisputeComplaint: Mr*** advises that He has disputed his bill with
frontier, he states that he has been overcharged by $for monthsMr
*** is asking to be compensated for the time he has spent to correct the
billing issueResponse: Frontier
advises that
Mr*** upgraded his TV service from Extreme to UltimateIt
is $more than ExtremeMr*** was paying With Verizon
Frontier products are priced higher than Verizon Which resulted in higher
priceFrontier is issuing a credit of to settle the escalationMr
*** has also been issued a credit of $in July for the billing
issues, making the total credit Frontier does not compensate for the
time spent on the phone to resolve the issue.Frontier
Specialist: Rose T*** Department:
Executive Consumer Relations

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

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