Frontier Communications Corp.

Thank you for referring the complaint of Ms*** *** to our
office for reviewWe appreciate your bringing this matter to our attentionAccording to the complaint: Ms*** states her monthly rate has increased $per month without explanationWhen the customer attempts to discuss her billing concerns she experiences extensive hold timesFrontier has investigated the above statement and offers the following
response:Records confirm prior to the transition to Frontier, Ms*** subscribed to the Fios Digital Voice (FDV) Triple Bundle for $per month with a commitmentThis price excludes taxes, fees and charges for any products outside the bundle such as set-top box rentals, video-on-demand, and premium channelsOn July 11, Ms*** downgraded her account to the Fios Double Play by removing the voice portion of the bundle and upgrading the video portion of the bundleThe new bundle rate is $per month and is a month to month service; which would explain the rate difference.The representative made a notation on the account regarding the bundle rate changeNotes confirm Ms*** has called the business office to discuss the rate and courtesy adjustments have been applied in the pastA change in services would be required if Ms*** wishes to alter the rate each monthA representative spoke with Ms*** to discuss the above
informationMs*** stated the representative who processed the change in
July never advised her of the new bundle rateThe customer expressed her
dissatisfaction with the explanationNo changes were made to the accountWe trust this information will assist you in closing this complaintFrontier
apologizes for any inconvenience the customer has experienced as a result of
this matterThank you,Edna CExecutive Customer Relations

Frontier has investigated the complaint and found that the customer was charged a visit fee on the Internet repair due to no access. Frontier left a modem to see if that would resolve the issue. On September 30th I spoke with Mr*** and advised him of our findings. We have
agreed to issue a $courtesy credit due to the trouble he experienced before porting away from Frontier

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him for bringing this matter to our attention The Complaint states that: Mr*** states that he has called Verizon Communications since the beginning of to ask for boxes to be shipped to
his new location that he has moved to so he can send back the equipment. This has been going on once a month until Frontier Communications took over, and now is being told that the equipment has been charged off after days to his credit reportFrontier will not allow the equipment to be returned because of thatMr*** states he was charged $for the equipment and he followed all the proper channels to receive the return boxes Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** and obtained his new address for shipment of return boxes for the FIOS equipmentFrontier has requested additional information from Mr*** to locate the account in question, Frontier has attempted to contact Mr*** on several occasions to obtain the information requested and has received no response from MrSims 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: Mr*** states that Frontier charged him a late fee and a reconnection fee when he paid his bill late for being in the
Hospital.Mr*** says that his internet speed is not what he is paying for. Frontier has reviewed the above statements and offers the following response: Frontier has been unsuccessful in contacting Mr*** by telephone or email.Frontier states as a courtesy they issued credit for the late fee and reconnection fee.Frontier advises they do not see any calls to tech support for speed issues.Mr*** has direct contact information for the future 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 *** *** bringing this matter to our attention. The Complaint states that: Mr***, at ###-###-####, states that he has experienced an Internet outage for fifteen days. Frontier has investigated the above statements and offers the following response: Mr***’s Frontier Internet outage was reported on June 7, 2016. On June 7, a Frontier technician had resolved Mr***’s Internet outage. The Frontier technician had stated there was an outage in and around Mr***’s area. As of today, June 22, 2016, I have left numerous messages for Mr*** to contact me back at, ###-###-####, so that I can further assist him, however have had no response. I have sent a letter out to Mr*** to contact me at my direct number so that I can further assist him if he is still experiencing issues with his Frontier Internet service. 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 *** ***
bringing this matter to our attention The Complaint states that: Mr*** states that he was offered $per month however he received a bill for $Mr*** would like what he was offered honoredFrontier has investigated the above statements and offers the following response: Frontier review the account and we show that the rate is $per month plus taxes and fees.Frontier called and spoke with Mr*** and reviewed his caseFrontier was able to make an offer to Mr*** to retain his businessWe 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
review. We appreciate him bringing this
matter to our attention.In the complaint Mr*** expressed concern regarding renewing his
contract on August 16, 2016, with the understanding his monthly charge would be
much lower
without a contract. He is now
receiving a higher monthly recurring charge.Our records indicate prior to renewing his service, his Monthly
Recurring Charge (MRC) was approximately $165.49. The customer subscribed to the Frontier
Freedom Plan, FiOS Internet 25/25, HD Multi-Room DVR, FiOS Extreme HD and the
HD Set Top Box totaled $per month, less the discounts of $30.00; brought
the total to $141.97, plus taxes. Once the term expired, the customer continued with the same services
and the rate remained $171.97, less the $discount, brought the rate to
$161.97, plus taxes. The September statement
was $and this increase was due to international calls totaling
$12.79. As of September 19, 2016, the
customer’s account was credited $12.97, which should post to the billing
statement within 1-bill cycles.We sincerely apologize for the inconvenience this matter has causedIn
order to lower the MRC on the account, Mr*** can continue with the same
services without a term agreement. The
customer qualifies for an Every Day Low Pricing discounts of $and
$14.99. These discounts will further
reduce the MRC to $plus tax. The
taxes are approximately $22.14, which have him back at approximately
$164.12. This is an estimate, not an
actual quote, as taxes fluctuate.The discounts were added October 4, and will take 1-bill cycles
to post to the billing statement. Mr*** was provided the above information on October 4, 2016, via
email. We again apologize for the inconvenience this matter has caused. Should he wish to discuss this matter
further, I can be reached at ###-###-#### EXT ***Sincerely,Felicia T***Executive Customer RelationsFRONTIER
COMMUNICATIONS

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*** closed an account with Frontier and was due a refund of $Mr*** indicated we refused to refund his
overpayment.Frontier has investigated the above statements and offers the following response: Frontier located Mr***’s closed account with the overpayment of $The account closed February 29th Frontier’s process for a refund is typically within days from when an account is closedWe have spoken with Mr*** on April 29th and advised him we have issued the refund check of $Mr*** will receive his check in 7-business daysWe 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 her bringing this matter to our attention The Complaint states that: Ms*** would appreciate Frontier calling her directly and explain why the customer service representative Janine refused her request to speak with a supervisor and why she spoke to her so poorly, when she has been a long-term customer and diligent with her service and payments Frontier has investigated the above statements and offers the following response: Frontier has been unable to reach Ms*** by telephone after leaving a message with our direct contact information, Ms*** has not returned the callFrontier advises Ms***’s interaction with the representative has been reviewed by management and it will be handled internallyFrontier advises the expectation is, the representative advises if no supervisor is available at the time of the request the representative will put a request in for a supervisor to return the customers call within 24-hours 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 you bringing this matter to our attention The complaint states that: • Mr*** states that he never signed a contract and was
assured he did owe any money to Frontier Communications Frontier has investigated the above statements and offers the following response: • Credit was issued on 11/30/clearing the account balance to zero. Please allow 1-billing cycles for the credit to reflect on the billing statement. 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: Mr*** states that in March he sold his home and placed his Frontier service on temporary suspensionMr
*** states that he received a June billing statement with a $balance including an Early Termination fee.Mr*** states that Frontier terminated his Frontier account without discussing it with him.Mr*** states that he would like to have the Early Termination fee and any charges that occurred after March removed Frontier has investigated the above statements and offers the following response: Frontier reviewed Mr***’s Frontier account and found that the new owner of his previous address sent in paperwork proving the ownershipThis gave Frontier permission to cancel Mr***’s Frontier account without speaking with him.Frontier removed the Early Termination fee and processed a courtesy credit of $99.91.Mr***’s Frontier account no longer has a balance.Frontier spoke with Mr*** on September 6, and advised the above.Mr*** is satisfiedWe 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 rebuttal of Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Rebuttal states that: Ms*** states she had her Internet service disconnected in October of without notice. Ms*** was offered to defer her payment at this time and she was told this would be a percentage of her back balance being added to her new balance. Ms*** states she asked at that time what would she do when she was caught up and she was told to just call and they would remove her deferred payment plan. Ms*** states she was not told once that she had to pay an additional fee every month for the deferred payment planMs*** states her bills have been automatically turned over to her emails without her consent, which means no more paper billsMs*** states she called in on February 5, and she got transferred without her knowledge, then she got to talk about this situation and was told she was a liar and was hung up onFrontier has investigated the above statements and offers the following response: Frontier found that Ms*** was actually disconnected on September 20, 2017. Frontier has pulled this call and reviewed it. Ms*** spoke to a collections representative and asked for a payment plan. The representative gave her a deferred payment arrangement for her total balance of $254.85. Ms*** agreed to pay 20% of the balance that day which was $as a down payment, the rest of the balance was to be split at Ms***’s request over the next months, this would be $added to her current charges every month starting with the October bill and will continue through the October billing. Ms*** can pay off the remaining part of the deferred payment arrangement early. Ms*** would have to pay the current charges and then however much is left on the deferred payment arrangement. Today her account balance is $however she still owes seven months on the deferred payment arrangement which would be $118.86, if she were to pay this amount right now her deferred payment arrangement would be removed.Frontier sent notice to all of their customers on the September statements that “Frontier is going paperless. Effective on your next bill there may be a $charge to receive a paper bill.” Ms*** can still receive a paper bill if she would like to however she would need to either go online and modify that or call customer service to get help to have that changed.Frontier has reviewed the situation from February 5, and Frontier apologizes for the way Ms*** was treated by the representative that she was in contact with. Frontier will not tolerate this type of treatment to any of its customers, this representative is currently being coached.The only way for the call to be listened to by the customer would be by having the records subpoenaed.Frontier stands by the previous findings and response to the original complaintWe 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

I spoke with the customer 08-30, and we discussed the discounts that dropped with conversion from Verizon to FrontierOther reps had tried to correct but information for cap was lacking and credit had been deniedWorking manual credit request and will issue $a month starting 09-10-30,
11-, 1-to co0ver the missing creditsIssued manual credit of $for August late fee, $for missing loyalty credit from July bill, and $to offset the credits needed for the 08-billWalked customer through the August bill and addressed the tv concernAdvised that the order had to "post" and that happened after 7-bill dateThe 8-bill shows tv removed and backdated to 7-Customer is happy with resolutionIf she decides wants to add vm back on will give me a call"I am closing this requestIf you need further assistance with this account, please change the subject line to -New request for BTN *** - This assures that we receive your email, and can continue working on any remaining issuesIf you do not change the subject line, we will not receive your request, and the issue may not be cared forThank you for your understanding" Tricia M*** Fort Wayne Business Contact Center Frontier Communications

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
The original complaint involved various mistakes in my billThe installation/activation fee was refunded, but the monthly cost is still wrongIt should be $per month for the first six months, then $per month for months 7-24; however, I have been charged $per monthThe $overage for June's bill should be credited back to my account, and future bills should reflect the $per month price as advertised
Regards,
*** ***

Hi,The issue has been resolved. The November billing shows credits on Ms***'s account totaling $172.51. No payment were made in September and October so the new balance is for those months. I have called and left a detailed message for Ms*** with my direct contact number for her to reach me if she has questions.Thank You Serena J***

As Frontier is currently attempting to collect on a bill that was confirmed paid in full, I would like to have Revdex.com call and have frontier cancel any charges that they are attempting to add to my accountI just got the amounts officially added to my online account within the last days

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 bill for unreturned equipmentFrontier has investigated the above statements
and offers the following response: Frontier states we have confirmed receipt of the equipment and the credit will appear on the next bill cycle of February 16, 2018.Frontier spoke with Ms*** on January 29, 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

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms*** was on a convenient auto renewal since This allowed the customer to secure a discounted rate for their services without contacting Frontier each yearSince Ms*** was
a Frontier customer since 2000, had an excellent payment history, and fulfilled her original obligation, Frontier has waived the early term fee and applicable fees 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.For frontier to state that the initial quote was before equipment, taxes, and surcharges or that this was an isolated error is wrongThe equipment was not in the subsequent quote because they said additional set top boxes were not requiredFrontier is not admitting to anything and that's wrong I spoke to Joseph from Frontier and he stated that the recorded phone calls of the offers given to me were reviewedHe confirmed that this was the amount I was quoted as wellSo it was not that the offer didn't include the equipment, they in fact stated that additional Boxes were not required for every TV since we have smart TV'sI know I have to pay taxes and surcharges so for them to say that is an insult. Joseph has offered to correct the billing and give me most of what I was offered in the recordingAs a courtesy since I was given wrong information and misquotedSo why is that not stated here? He stated that on the next bill the set top boxes will not be on there and the billing will reflect the amount I was quoted until 5/15/He also stated I should receive the Amazon gift card for $at the end of this month My account balance is currently zero but only after I paid more than I was quoted and after they credited the rest on the accountThis is how it's been for monthsI always have to call and then wait for them to issue a creditPhone calls after phone callsSo lets hope my new bill will finally be correct when its generated this monthWill keep you postedThank You He refused to give me anything in writingSo Im left at their mercy againI will inform Revdex.com if the billing is correct once it's generated and if I receive the $gift card at the end of this monthI appreciate the Revdex.com assisting meFor months I wasn't getting anywhere with Frontiers CS and their supervisors I also requested that they remove the inquiries made to the credit bureau in errorSince it should only be one and that dropped my scoreHe stated he would put that request in, and that it should be reflected in the next days Regards,*** ***

Frontier Communications 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*** advises that it has taken four requests and over a month to have new phone line ran to his home after the line was cut during construction Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on October 20, and apologized for this experience. Mr*** confirmed that the new line was run to the home on October 19, 2016. Frontier has agreed to apply a credit of $to the account for the missed commitment, service order charges and one month of service outage for the telephone. Mr*** has our direct contact information should he have any further questions or concerns