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: Ms*** advises that Frontier is charging her for services that were to be cancelled when she moved to a
new locationFrontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s account has been disconnected.Frontier advises that Ms*** was sent a refund for $to cover charges for January and FebruaryFrontier advises that Ms*** was contacted via email and advised the refund request was submitted and to allow 7-business days for processing and deliveryWe 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that his telephone service was temporarily disconnected without prior noticeMr*** would like an explanation as to why his account was temporarily disconnected without notice Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on September 14, 2017, and reviewed account.Frontier review the account and we show that calls were made to Mr*** on July and July 21, informing him of the balance subject to disconnectFrontier found our records were missing Mr***’s full address, therefore he was not receiving billing from Frontier.Frontier issued credit for $to Mr***’s account due to address error to cover his reconnect feeWe 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

When contacted by a representative of Frontier, I was quoted a monthly r*** of $(not including tax) and a Amazon gift card This amount was confirmed in an email (see attached) I received my first bill in the amount of $ I have spent numerous hours on the
phone, getting the run around, trying to resolve this issue Please adjust my bill to the agreed upon monthly r***, adjust the bill to reflect this amount for previous months and send me the $Amazon GiftCard

Frontier has reviewed Mr***'s account and does find that there were errors made in the quote given to themFrontier has confirmed that their Dish account has bundled with Frontier as of 5/27/Frontier's Consumer Affairs department left a message for Mr& Ms*** on 5/27/with
contact information for *** which is ###-###-#### Ext# Once the 6/19/statement generates and *** speaks with the ***'s, adjustments will be issued for the errors madeAt this time a $courtesy adjustment has been added to the account for any inconvenience causedFrontier does apologize and will resolve this with the customer upon contact

The Complaint states that: Mr*** states that he called in multiple times to make a payment on his account and disconnect servicesMr*** also states that on multiple occasions he was told his account did not exist in the Frontier systemMr*** also states that he has
accumulated a very high balance due to payment issues Frontier has investigated the above statements and offers the following response: Frontier states that a representative attempted to contact Mr*** on November 7, with no response.Frontier also states that even without a Frontier account numberWe are able to locate accounts by name, address, social security number, among other options.Frontier also states that on September 26, 2016, when Mr*** called in to our customer service department, a representative was able to locate the customer’s account when searching by Mr***’s name, state and zip code.Frontier also states that Mr*** was offered a deferred payment arrangement of $97.30+current charges per month for months after a down payment of $on October 14, 2016.Frontier also states that Mr***’s past due account balance is now satisfied pending all payments are made on time for the next months

Thank you for referring the complaint of *** *** to our office for review. We appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he signed up for a promotional offer with Frontier for a monthly rate of $but
was receiving bills higher than what they should have been. Mr*** advises that he has had to call Frontier every month to get his bills adjustedFrontier has investigated the above statements and offers the following response: Frontier advises that the monthly rate for the bundled services is $95.00, and the rental fee for the additional cable box is $per month. That comes to a total of $plus taxes and surcharges. Frontier advises that MrPerez’s current bill for February is correct, at $plus taxes and surcharges, for a total of $126.44.Frontier will follow up when the March bill prints out to ensure accuracy.Frontier spoke with Mr*** on February 22, and advised him of the above statements. He was provided with direct contact informationWe 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.This being the second time going through this I will require some kind of further discount or refund on services I will also require a contact be made to me before the next payments so that I can be assured that there are no problemsI require these things, because every time there is a problem the only way it is resolved is to report it to the Revdex.comThis will not be the case going forwardI also can not bring up any payment option or past bills on the frontier app/ websiteI will need the last years payment emailed to me so I can have them as a reference
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*** states that she has been experiencing issues with her telephone equipment that she purchased through Frontier
Frontier has investigated the above statements and offers the following response: Frontier advises that a replacement phone has been sent to Ms*** and she should receive within 5-business days.Frontier spoke with Ms*** on February 10, to review this information with herWe 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 has investigated the above statements and offers the following response: Frontier has reviewed Ms***’s account and has issued a credit in the amount of $90.38. The current balance on the account is zero.The representative handling this complaint has provided her contact
information should Ms*** need further assistanceWe regret any inconvenience that *** *** may have experienced as a result of the above matter

Customer Name: *** *** Phone: ***
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*** advises that she requested the vacation service starting May and she did not receive it for the months of May, June and July Ms*** states that she has called Frontier several times and the issue did not get resolved. Ms*** request a credit in the amount of $to be applied to her credit card Frontier has investigated the above statements and offers the following response: Frontier investigated Ms***’s account and confirms that an order was placed on July 18, to add the Vacation service to her account. A credit in the amount of $and $have been submitted and applied her credit cardFrontier spoke with Ms*** on August 18, to advise the two credits have been sent to her credit card 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*** has been charged for a modem that she returned to the ***, Tennessee store Frontier has investigated the above statements and offers the following response: Frontier billed Ms*** for a modem on her December 10, statement.Frontier has issued credit for the modem in the amount of $We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I received a phone call from Mr F* today, he also called and spoke with my husband and said the charges will zero out in days from today I left a message for MrF*, I thanked him and also requested a response in writing from Frontier I would feel more comfortable with written communication regarding the status of a zero balance
Regards,
*** ***

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 collections notice of $ for closed paid accountFrontier
has investigated the above statements and offers the following response: Frontier advises payment received October 13, of $ was for bill cycle of September to October 18, Customer disconnected phone on October 12, 2017.Frontier made a payment to DISH for next cycle of October to November in the amount of $ Then billed to customer on the October billing along with a $ early termination fee for disconnecting the phone during a termThis brings the total with taxes to $ 329.72, amount is valid.Frontier advises Ms*** was also billed from DISH for the bill cycle of October to November and paid to DISHDish refunded the payment to Ms*** on her November 20, DISH bill, since they received a double payment one from Frontier and one from Ms***The payment is still due to Frontier for this time frame.Frontier advises there is a $early termination fee for the disconnection of the phone line due to a term that was to end April 24, This term was on a yearly auto-renew and is noted on the billing monthly, advising of the term auto-renew, fee if disconnects and also how to remove from auto-renew.Frontier spoke with Ms*** on March 30, and reviewed the aboveWe 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 *** *** bringing this matter to our attention The Complaint states that: *** *** advises that she is billing at a higher rate that she agreed to Frontier has
investigated the above statements and offers the following response: A Frontier representative attempted unsuccessfully to reach Ms***A please contact our office letter was sent 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 Specialist: Amy B*** Department: Consumer Relations

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,
*** ***

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 In all of the fighting with the comany for the past two months, I sincerely believe that they ultimately decided to help me due to your help investigating the matter Thank you for protecting consumers like myself
Regards,
*** ***

Frontier states Mr*** disconnected his services with Frontier as of September 11, Frontier advises Mr***’s account was written off on November 10, with a balance owing of $107.07.Frontier confirms a payment in the amount of $was paid on December 22, leaving a balance
owing of $25.00.Frontier states a credit for $was added to Mr***’s account on January 26, 2018.Frontier will be pulling Mr***’s account back from any and all credit reporting agencies 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 *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** was told her cancellation would be backdated to be made effective on a certain dayWhen order for
cancellation was processed it was not backdated and credit wasn’t receivedMs*** was sent to collections for outstanding balance she did not owe Frontier has investigated the above statements and offers the following response: Credit has been provided to Ms*** for the period of time promised.The negative credit audit has been removed.A check will be issued for the credit amount now on Ms***’s account 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

Good Afternoon,Thank you for referring the complaint of Ms*** *** to our office for reviewWe appreciate her bringing this matter to our attention. The Complaint states that: Ms*** has had issues with her Internet service since March of 2008. Ms*** has
requested that her bill be adjusted but that hasn’t happenedFrontier has investigated the above statements and offers the following response: Frontier’s field technician went to the site and replaced the modem.He also moved the customer’s modem to the center of the home and hooked up two more jacks. Ms*** was up and running with great numbers when he left.Ms*** was given a credit of $on her October statement and another credit of $which will appear on her November statementFrontier’s Executive Customer Relations spoke to Ms*** on October 24, and advised of our findings. She was satisfied with our resolution. We trust that this information will assist you in closing this complaint. We regret 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 you bringing this matter to our attention The Complaint states that: Mrs*** account continued to bill several months after disconnecting her services Frontier has investigated
the above statements and offers the following response: After further research, we have determined one payment for the year of applied to the account for $on October 12, September 27, 2016, services suspended for nonpaymentOctober 11, 2016, Frontier Communication spoke Mrs*** regarding past due amount of $407.34, and refused to payOctober 12, 2016, Mrs*** reached out to us again; which we were able to establish payment arrangements on the accountFirst arrangement scheduled for October 28, for $and another $on November 12, Both arrangements not kept.November 3, Frontier Communications suspended services again for nonpaymentDecember 14, we processed an order to finalize the account effective November 3, 2016.For the year of 2016, no communication by the customer other than the two dates listed aboveTotal balance due is $ We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** has experienced because of the above matter