Frontier Communications Corp.

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** advises she had continued to make payments to Verizon for her residential services as she was
unaware of the Verizon to Frontier acquisition.Ms*** advises she received a past due noticed from frontier and she sent Frontier proof of payments made, however, her billing has still not been corrected Frontier has investigated the above statements and offers the following response: Frontier advises an investigation of the account revealed that Ms***’s payments were being made to Verizon and had to be transferred to FrontierFrontier advises all of the payments in question had been transferred to Frontier via Verizon with the exception of the payment made on June 10, for $and July 20, for $Frontier advises a payment investigation was launched and it was discovered that the two payments above were posted to a Verizon account separate from the one that migrated to FrontierAnd therefore cannot be transferred to FrontierFrontier advises for further information regarding those payments, Ms*** would need to contact VerizonFrontier has attempted to contact Ms*** on three separate occasions but remains unsuccessfulA letter with a Frontier representatives contact information has been sent to Ms*** should she desire to discuss this matter further 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises Frontier disconnected her business line without her knowledge because there was on no payment for
two monthsShe was set up for autopay Frontier spoke with Ms*** on February 3, and confirmed the service was restored on January 24, 2017, Frontier has issued a full credit for the reconnections feesFrontier has applied a $monthly credit for months to her account for the inconvenience she experienced. 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 review. We appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that his Frontier internet service has been inadequate and running at very slow
speedsMr*** advises that Frontier technicians have come out to his home on various occasions to troubleshoot and replace some of his equipment but have been unable to get the speed of the internet up to levels that are acceptable to himFrontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors including: network congestion, customer location, customer equipment, and network interference. Customer speeds may vary over timeFrontier advises that network congestion could be affecting internet service speeds. Frontier advises that plugging devices directly into the router through a wired connection should address this issue.Frontier advises that the high-end of the speed range in a Service tier represents the potential wired maximum speed capability in that Service tier, but is not a statement, representation, or guarantee of the maximum speed that a customer will receive.Frontier advises that it is continually working to improved its network and its customers’ experience; however, Frontier has not specific plans for upgrades in Mr*** area at this time.Frontier advises that under Tariff, Frontier is responsible for service outage credits, based on the customer’s daily rate of service that is not functioningFrontier is not liable for any other compensation. In March 2018, Mr*** was issued a time out of service credit in the amount of $and as a courtesy, was issued an additional $credit on April 10, 2018. Frontier spoke with Mr*** on April 10, and advised him of the above statements, of which he was not in agreement withWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr*** 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*** states that she signed up for service with Frontier and paid a $depositFrontier then advised her that
they did not service her area and that they would refund her the depositTwo weeks later she still does not have the refund. Frontier has investigated the above statements and offers the following response: Frontier has refunded the deposit of $to the customer’s credit card that was used on November 10, The confirmation number for the refund is ***Frontier spoke to Ms*** today and she confirmed that she did receive the refund. 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

The Complaint states that: Ms*** advises that she cancelled her service on September 21, but was advised that she owes her entire billMs*** advises that she would like her bill prorated for the time she used the service through her cancellation requestFrontier has investigated the above statements and offers the following response: Frontier advises that our Ms***’s bill generated on September 9, and bills through October 8, Frontier does not prorate monthly billing regardless of change to or cancellation of serviceFrontier advises that we spoke to Ms*** on October 2, to advise of the above

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Customer changed her telephone numberHowever the number was not activated in the switch Frontier
has investigated the above statements and offers the following response: On 8/18/we found that customer account was not registered in the systemWe were able to reboot our system to get number activeTech ran a test call to customer and she confirmed service is now working 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 while I do not believe that I should have to pay for the entire month of service since I had it for about two weeks, to which it only worked for one, but I will pay the entire months bill just to get this closed and not on my credit report.
Regards,
*** ***

Mr*** was quoted the rate of $ plus taxes by our Retention team in December and that quote never took place; the service orders were deactivated A Frontier agent placed a new Service Order # today to show these billing changes, and his new rate should be at
approximately $plus taxes and fees, that includes the upgrade on the FIOS to 150, quoted for months A Frontier agent adjusted the December, January and February billing statementsTotal credit for the statements is $($of this has posted and it may take a day or two for the remaining to post to his account) The upgrade on his FIOS to will require a tech visit. We have dated the change order for Saturday, February 17, An email confirmation has been sent to Mr***He should contact the us at ###-###-#### for further questions We sincerely apologize for any inconvenience this has caused and appreciate Mr***’s patience while we resolved his concern

The Complaint states that: Mr*** advises that he had ongoing issues with his internet and requested services be cancelled effective start date of the service because it never workedWhen Mr*** did request cancellation, it wasn’t done and after receiving a bill the customer had to
call again to resolveMr*** advises he has a balance remaining on the account of $8.01, that he is requesting credit for because of the repair issues Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on March 7, and apologized for the poor experience he hadFrontier advised that a credit has been issued of $leaving his cancelled account with a balance

Thank you for referring the complaint of *** J *** to our office for reviewWe appreciate her bringing this matter to our attention. The Complaint states that: *** J *** states she moved in the middle of August and a few days later realized the internet was to
slow to use at allThe speed wasn’t fast enough to even get online*** called in immediately to cancel*** J *** states since she only had service a couple of days she didn’t think she would have a bill plus she was promised no installation fee and no contract*** J *** states Frontier acknowledged that she did cancel and they would take care of it*** called many times and each time no one could tell her why it hadn’t been cancelled*** J *** states her final bill of $should be waived since she did not have service Frontier has investigated the above statements and offers the following response: Frontier spoke to *** J *** on December 1, and *** informed Frontier that services should have been cancelled on August 25, and was never doneFrontier pulled the initial call for review to verify true so they credited her bill in full for $and placed order # to disconnect her account*** J *** is satisfied We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that she 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 ***This resolution will be satisfactory to me only after Frontier issue me a refund of $for the check that I sent them
Regards,
*** ***

Frontier CommunicationsThank you for referring the complaint of Mrs*** ***-*** to our office for reviewWe appreciate Mrs***-***
bringing this matter to our attention.The Complaint states that:Mrs*** ***-*** reports ongoing repair for her Frontier Internet
service’s slow speedsShe is
requesting to have wires updated to correct the trouble she has had
intermittent since July of this yearFrontier has investigated the above statements and offers the
following response:Frontier advises that we apologized for Mrs***-***’s internet speed.We provided a new modem in hopes of resolving the repeat issue.Frontier reports that we do not guarantee internet speeds and are currently investigating for potential upgrades.We continue to make progress every day and explore options to ensure a consistently positive service experience for our customers.We 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
Specialist: Bridget
G*** Department: Executive Relations Telephone Number: 1/###-###-####
Ext.1113138 Fax Number: ###-###-####

Complaint Number: ***
Customer Name: *** *** Phone: ###-###-####
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*** on behalf of his
business, *** *** ***, is disputing his bill for services with Frontier
• Mr*** is disputing a 2-year contract
Frontier has investigated the above statements and offers the following response:
• Frontier reviewed Mr***’s account and determined that, due to a system error, Mr***’s account was billed incorrectly
• Frontier advises that the error has been corrected and an adjustment of $has been issued on the accountFrontier will issue a $adjustment for the next months on Mr***’s account
• Frontier advises that Mr*** subscribes to two phones lines with Internet service and Static IP for a total cost is plus taxes and surcharges with a 2-year contract
• Frontier spoke to Mr*** on September 15, and advised of the above information
We trust that this information will assist you in closing this complaintWe 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 ***At this moment, I still have not received the $gift card, however I was advised I should receive it in 5-business daysI would prefer you keep this case open until I receive the gift card
Regards,
*** ***

Thank you for referring the complaint of Mr*** N *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** indicates that he has disconnected service and has overpaid resulting in a refund balanceMr
*** advises that he would prefer a refund via a manual check as soon as possibleFrontier has investigated the above statements and offers the following response: Frontier’s refund policy is to issue a refund via a prepaid Mastercard card days from the date of service disconnection or terminationFrontier advises that due to an overpayment on Mr***’s account a manual request for a refund check has been processed with an estimated delivery of 7-business days.Frontier attempted to speak to Mr*** to advise of the above information but was unsuccessful. Frontier left a message on April 23, and advised of the above resolution with direct contact informationWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr*** 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*** states that she should only have a balance of $which is from July 2- July 18,Ms*** would like her account balance correctedMs*** would like her service disconnected as of July 18, Frontier has investigated the above statements and offers the following response: Frontier review the account and we show that the service was suspended for nonpayment on June which caused the bill not to reflect discounts.Frontier has issued credit to the account in the amount of $which would leave the balance of $88.81.Frontier called and spoke with Ms*** and advised of the credits issued also of the remaining balance. 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 continues to work toward a solution that will improve Mr***'s Internet serviceIt is our expectation that Frontier will upgrade its network in Mr***'s area later this yearGiven that many factors could impact the timing of an upgrade, we cannot guarantee any specific date for
project completionFrontier is targeting to complete an upgrade in November

Frontier Communications Thank you for referring the complaint of *** *** to our office for
reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** advises she has had issues with her billingMs*** reports she had called Frontier due to her internet and TV was not working properly and she did not receive credit for her services being outA technician came out and advised she would need to update her equipmentMs*** advises a Frontier representative set up an order to bring down her pricing, upgrade her equipment, and also to send a WiFi BoosterMs*** states she was charged for an installation charge and promotional credits were not added to her account Frontier has investigated the above statements and offers the following response: A Frontier Representative has successfully contacted Ms***After further investigation, Ms*** was upgraded to the FIOS 100/internet, and set up with new equipmentAn installation charge was charged, but the representative did not advise of the charge.Ms*** was charged for two WIFI Boosters and only should have been charged for one.Ms*** received a total credit amount of $due to being charged for installation which was not quoted, time out of service, missing promotional discounts, and late payment feesThe representative added the correct promotional discounts and will follow up to ensure correct billing 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: Gabriela C*** Department: Consumer Relations

Per Frontier records, *** called in reference to canceling service on October 11, *** claims he called Verizon before the conversion to cancel due to him moving to a different address. The account was never closed. Mr*** billed $19.99/Regional Calling Plan + $37/HSI
3M/768K monthly. His account was disconnected on October 6, and currently has a collections balance of $338.40. Mr. *** was given credit for usage from 8/11/to disconnect date of 10/09/2016. No other adjustments are warranted. A Frontier agent spoke to Mr*** to advise. He understands and is satisfied with the findings. Case closed

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: Customer states that he canceled his Frontier internet service and wishes to have the early termination fee
waived. Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on February 21, and advised the early termination fee had been waived when the account was closed.Mr*** *** had no other 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