Frontier Communications Corp.

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: Our records do not reflect that the customer was billed for
internet serviceThe December 10, billing statement reflected a Fios TV equipment charge in the amount of $29.98.Credit in the amount of $was issued and posted to the January 10, billing statementResearch determined that the Bill Cycle date changed from the 10th of the month to the 17thProrated charges prorated charges posted to the February bill for services rendered from February 10th to February 16thThe February 10, billing statement total amount due was $Effective February 10, the account was disconnectedThe March 17, billing statement contained a past due balance of $from the previous billThe past due balance combined with pro-rated credits totaling $brought the total amount due to $These charges are valid and sustained On March 15, I attempted to speak directly with Ms*** regarding her concernsDuring this contact, once I identified myself the line kept cutting in outI called Ms*** back and reached a recording that indicating the person I was calling was not accepting callsOn March 22, I left a voice message for Ms*** and provided my contact number should she require further assistance regarding this issue 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 MFrontier Executive Relations

Frontier Communications has received notification of a complaint from the above individualAccording to the complaint:Mr*** advises he was upgraded to faster internet and didn’t receive the new equipment for the upgraded service. Technician visits were cancelledFrontier has
investigated the above statements and offers the following response: Upon investigation, Frontier did a review of Mr***’s account and found a couple of appointments that were missed in the month of September. Frontier advises his account was changed on September 23, 2017. Order number *** was created of which removed TV Essentials and 15/FIOS Data and upgrade to the Extreme HD TV and 100/100/FIOS Data with receivers.Mr***’s appointments to change the equipment were to be rescheduled, however, had been cancelled due to a system error. System advised that tech visits weren’t needed to change out the equipment. Mrs*** spoke with Tech Support on and the channels were activated, however, the new equipment was still needed to be switched.A Frontier agent spoke with Mrs*** and agreed to adjust the television component of the bundle due to missed appointments and inconvenience. Total credit issued is $118.03.Mrs*** will pay the remaining balance of $67.31. She advised that she doesn’t want to make any other changes to her account at this time nor does she want a technician routed out Mrs*** is satisfied with the resolution

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 The day they posted their response to my complaint my Internet was working a lot better but it was due to the fact that the weather in the area had knocked down most of the people sharing my Internet service in my area which increased my service but is soon as Front,tier got the rest of the customers back up an online my service went back to being less than desirable to be polite about it it seems that frontier decided instead of offering quality service they chose to make more money by selling more Internet service then they were able to support at this moment in time I am waiting on a tech to come out to my house to see what they can do about stabilizing my service so my service will be above MB on average instead of what I was guaranteed through Verizon before the switchover was to MB of download,as for the billing issue Frontier has informed me they were going to correct my monthly bill but I've yet to see a post to my accountBut I have to say their escalation team has been more polite and professional than the original customer service team I had spoke to so I do have hope
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for review. We appreciate him bringing this matter to our attentionIn the complaint the customer expressed concern regarding a change made to the account on December 21, by retention to remove premium channels but maintain the rest of the package. The customer stated the quote excluded a contract and the monthly rate would be $173.23. Review of the closure sent by the FCC to you, does not mention a promised creditThe FCC response advised you were quoted the $pricing and were satisfied with this rateFrontier has re-rated your current bill to reflect the $plus applicable taxes and surcharges. Additionally, the promotions have been applied to correct your future billingThe December 23, statement reflected the previous balance of $194.78, a payment was received in the amount of $194.78. The current charge for December was $274.88. There was an adjustment placed on the account in the amount of $for the charge of the Fully Loaded Entertainment Pack. Also, as of January 19, 2017, there was an additional credit adjustment applied to the account in the amount of $for the difference in pricing. We sincerely apologize for the extended hold time the customer experienced, as our goal is to provide prompt and effective customer service

• Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interferenceCustomer speeds may vary over time
• A Frontier technician Sara was dispatched on 6/1/and repaired the internet
service
• A Frontier Customer Service Representative has contacted Mr*** and confirmed that all services are properly functioningA credit of $was placed and Mr*** reports he is satisfied
We trust that this information will assist you in closing this complaintWe 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 reviewed and issued an adjustment to zero out the remaining balance on the account, based on account reviewFrontier advises that correspondence has been sent to the outside collections agency, Credit
Protection Association to have the collections activities retracted 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she changed her services to Time Warner Cable on September 16, and canceled her services
with Frontier; however, she continued to be billed by Frontier. Ms*** states that the service was finally canceled in March 2017.Ms*** also advises that Frontier sent that balance to a collections agency and now this has affected her credit reportMs*** is requesting this debt be erased from her credit report Frontier has investigated the above statements and offers the following response: Frontier records show that Time Warner Cable sent a request to port Ms***’s services out on September 23, 2016; however, they did not complete the order until March 7, Frontier advises that adjustments in the amount of $have been applied to Ms***’s account for services from September 23, to March 7, Frontier advises that Ms*** reversed several payments to her Frontier account, including payments for services prior to September 23, Frontier advises that the remaining balance due is $to cover services from the August statement that cover from August 1, to August 31, and also the balance due from the September statement from September 1, to September 23, 2016.Frontier advises that this balance will be updated with the collection agency to correct the credit reportFrontier advises that once this remaining balance has been paid it will be reflected as a satisfied debtFrontier spoke with Ms*** on January 8, 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: During the transition from Verizon to Frontier *** *** states he lost service for several weeks including
access to an entire library of films for his childrenFrontier customer service was completely inaccessible for the first weeks during transition from Verizon to FrontierFrontier’s first bill reflected an incorrect and excessive dollar amount on the charges carrier over from Verizon*** *** would like his account adjusted to refund the erroneous charges and an adjustment for the subpar service received during the first two months of service after the transition Frontier has investigated the above statements and offers the following response: *** *** spoke to a representative on August 14, and the representative gave him credit for one month of service for $and went over the bill balance that carried over from VerizonFrontier found that *** had a balance before converting over to Frontier and he now understands thatResponse We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that he has experienced as a result of the above matter

The Complaint states that: Ms*** states she cancelled her TV cable service with Frontier and had provided a specific date to cancel however, the service was cancelled earlier than the date she providedMs*** states she contacted Frontier to correct the error and was advised
there would not be a charge to restore the service due to the error made by Frontier and was charged fees for turning the service back onFrontier has investigated the above statements and offers the following response: Frontier records indicate Ms*** ported her number to another company effective 1/11/16. When a telephone number is ported to another company, the account will automatically disconnect any Frontier services associated to that accountFrontier records indicate Ms*** contacted Frontier on 1/14/and an order was placed for new internet and TV service. Frontier has reviewed the billing and charges and found Ms*** was charged for full installation of service in error and the bundle discount had not been applied. An adjustment has been made to the invoice in the amount of $234.90.Ms***’s current balance is $which will reflect on the invoice date of 6/1/16.Frontier spoke with Ms*** on 5/26/Ms*** advised she had made a payment to Frontier in the amount of $48.64. Frontier advised she will receive a closing and a final statement from Frontier with a credit for the difference of what was owed and what was paid and she will receive a refund check within to days

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 regarding the Account # *** It is a very tricky response because FRONTIER have not mentioned the other Account # ###-###-#### so is Frontier evading this fraudulent activity as well? FRONTIER charged me accountsThese accounts are:1--Acct # ###-###-#### Due date: 9-18- $-- I paid this account even though I don't have this tel #, and I did not request to open this account--and this account was close when I called them to complain, I was given a confirmation # it's close--Frontier agent Paula said they will refund this payment2--Acct # *** Due date: 10-16- $55.45--This is what Frontier account wants to settle--even though I don't have this tel # and I did not request to open this account, I was given a confirmation # it's close when I called Frontier to complain---Frontier agent Paula said they will refund this payment. This is what Frontier's response to settle today's date 10-3- I agree with FRONTIER to settle this account, but what about the other ACCOUNT # ###-###-####What about this Account # ###-###-#### ? Frontier agent Paula said they will also refund this payment $ I paid 3--I also told Frontier agent Paula-- I don't want FRONTIER Tel & Internet so I should have no more FRONTIER INTERNET Service soon FRONTIER TEL SERVICE is already settled as of 9-18-2017--portered to So CaTel of this date 9-18-20174--When will FRONTIER turn off my FRONTIER INTERNET Service? when this FRONTIER FRAUDULENT INTERNET SERVICE ACTIVITY IS DONE AND SETTLED with Revdex.com-- --PLEASE TURN OFF OR CLOSE MY FRONTIER INTERNET SERVICE - --PLEASE DON'T SEND ME ANOTHER NEW ACCOUNT # NEW CHARGES FRONTIER TEL SERVICE IS ALREADY PORTERED TO SO CAL TEL 9-18-2017--so THERE SHOULD BE NO MORE FRONTIER PROBLEM REGARDING TELEPHONE SERVICE5--Revdex.com should know this also: my original Account # ###-###-#### for Frontier Tel & Internet service --Due Date --10-4- $77.58- I paid this bill---Date closed: 9-18-2017This bill was paid, was given a confirmation # when I asked them TO CLOSE BOTH TELEPHONE & INTERNET Service This is my original Tel& Internet Service TELService was portered to SoCalTel9-18-2017 As for my INTERNET Service I asked FRONTIER I DON'T WANT FRONTIER TEL & INTERNET SERVICE--PLEASE CLOSE BOTH SERVICES-- DATE--9-18-2017Thank you, *** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states: Customer requests that
Frontier remove the early termination fee that was enforced after Mr*** disconnected on August Frontier has investigated the above statements and offers the following response: Frontier applied a credit on the August billing cycle to reimburse Mr*** for the early termination fee for disconnecting his account on August 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Service was interrupted since August of No working service was provided from August until the time the account was closed by myselfTechnician no-showed twice, because we were indeed at the residence waiting during two of the occassions that a technician was “dispatched”This is an unacceptable answer from the company because NO service was provided for the amounts that were billedThe entire amount needs to be refunded.
Regards,
*** ***

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 her monthly fees are billing higher than quoted amount Frontier has investigated
the above statements and offers the following response: Records show the account in question is listed under *** ***Account notes show on 05/06/the customer was quoted $per month to renew the existing bundleResearch determined no changes were madeResearch shows on November 16, the customer was advised that no changes were made on May 06, with the rate quote of $160.00, the customer was provided new renewal quote, and she declinedOn November 16, a courtesy credit of $was appliedThis reflects on bill date December 4, 2016.Records show service order *** completed December 13, porting service to another provider A Frontier representative spoke with Ms*** who declined any changesWe trust that this information will assist you in closing this complaint. We regret any inconvenience that *** Moon may have experienced as a result of the above matter Frontier Specialist: Amy B*** Department: Consumer Relations

Frontier CommunicationsThank you for referring the
complaint of Sylvia
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Ms*** states that she was advised that she could increase her internet speed at no extra cost.Ms***
stated that she was billed for activation fee.Ms*** also advised that she tried to go back to her old plan and was advised she could notFrontier has investigated the above
statements and offers the following response:Frontier investigated Ms***’s account and found that she upgraded her internet speed on October 11, When Ms*** upgraded her internet she lost her Save Offer of $which is not qualified with the upgraded internet speedFrontier records reflect that the customer was billed an Install Upgrade fee of $in error.Frontier has issued credit for the charge of the install upgrade fee of $which reflected on the customer’s November bill statement.Frontier records show we have issued a courtesy credit in the amount of $toward the customer’s account.The customer save offers are not part of the customer’s contract and Frontier reserves the right to remove or add to the customer’s account.Ms***’s account does not qualify for any additional promotional discounts.Frontier representative have tried to reach Ms*** on February 2, & February 5, and was unsuccessful.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: Tocoma
K. Department:
General Manager

Customer 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*** stated that he had advised that he was going to port his telephone number and we disconnected it Frontier has investigated the above statements and offers the following response: Frontier found that the order for disconnect was made in error. We have placed an order to make the number available for Mr*** to port. A Frontier Representative spoke to Mr*** and advised he could contact his new carrier to request the telephone numberHe does have the contact information of a Representative to assist if he has any further questions or concerns. 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 investigated and show Internet usage each month.We have no records of Ms*** contacting Frontier to discuss the billing of the serviceFrontier has made several attempts to reach Ms***, unfortunately, our attempts have been unsuccessfulFrontier sent Ms*** a letter to
contact Frontier if she has any further questions or concerns

Frontier has investigated the above statements and offers the following response: Frontier has disconnected services per Ms***’s request.Frontier has processed a refund for Ms***’s deposit for services.Frontier has contacted Ms***, ensured satisfaction, and provided
direct contact information 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that: Mr*** wanted a remote control replaced and Frontier would not replace He had been disconnected multiple times while trying
to increase his Internet speed or transferred to other departments that stated he was in the wrong department and transferred againHe wanted to port out his number to *** and was told by *** Frontier would not release his numberFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on April 18, and apologizes for any miss information he was given, also for being routed to the wrong departmentsFrontier has made sure that the Freeze on his account is removed so he can port his number to ***We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that he 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*** advised Frontier bundled his Frontier and DISH bills without authorization and was billed for DISH
charged paid directly to DISH.Frontier has investigated the above statements and offers the following response: Frontier advises on October 25, 2016, Ms*** had called in to inquire about bundling the DISH and Frontier servicesMs*** had decided to discuss with Mr*** before bundling, so the Frontier representative deactivated the orderHowever, the bundle request had already gone through.Frontier advises on Mr***’s November 19, bill statement, charges of $had billed for the DISH services, however, a payment of $had also been transferred from DISH, leaving a balance of $owed for the DISH charges.Frontier advises Frontier has spoken with a DISH representative who was able to confirm, Frontier paid DISH the $in December of 2016, at which time no payment was made to DISH by the customerFrontier advises Mr***’s account was successfully unbundled on December 23, Frontier advises credits totaling $have been applied to Mr***’s account for the late payment fees that occurred as a result of this matter, and as a courtesy.Frontier has advised Mr*** of the aboveWe 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 investigated the above statements and offers the following response: Frontier has reviewed Ms***’s account and has found that she was on our convenient auto renewal serviceThis service allows customer’s accounts to automatically renew when their terms are expiring so their
credits will continue to discount their service.Because Ms*** was on this service, when she cancelled her service the system automatically charged the early termination feeHowever because she met her original term commitment, Frontier has credited the $early termination feeThis leaves a balance a credit of $She can expect a refund within daysThis allows for any outstanding charges/credits to be applied if applicable and to allow her account to cycle out of our billing systemWe 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 matterFrontier Specialist: Jennifer V*** Department: Consumer Relations