Frontier Communications Corp.

Frontier has reviewed the account of *** ***, ###-###-#### in which was originally in the name of *** IncNotes on the account, on 1/14/advise that *** called in to confirm his order to port his service to another provider, and that he wanted to keep the internet serviceIt was
advised by Mr*** at the time, that he had switched his business account, *** to a residential account in his name, *** ***An order to generate an account was then set up in the name of *** *** on 1/14/and created an account on 1/21/with the number ###-###-#### for an internet only account at his requestThe account was then changed to the name of Nancy *** on 3/27/at the request of *** ***Mr*** account, ###-###-#### does have a balance due in the amount of $as he disconnected the account on 1/21/16, however had not made a payment since 11/1/At the time the last payment was made there was a back balance in the amount of $Each month until the number ported to another provider, bills did generate and no payments were receivedUpon disconnected, a final bill was generated with prorated credits, and a past due balanceThe balance is accurate and has been written off to an external agency

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

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
Annie called me on two occasions and discussed why we are having the issues with our internet and told me that there is not a fix in sight as Frontier doesn't have the funds to fix the issueI understand what she is sayingYes we are paying the lowest cost for our "high speed" internetWe are still, at the lowest cost not getting what we are paying forI have been told that we should be getting Mbps , we seldom get We are still paying for a service that we are not receivingWe aren't even getting " lowest cost worth" of service. Frontier reps have asked why I don't look elsewhere for internet service and I am looking into it, but that still doesn't fix that they are charging people- not just us- for a something that they are not receivingThat is not right! How about charging people for what they are receiving? Example- I order a medium pizza, I receive a small pizza- I pay for a small , not a medium pizza....................Frontier is receiving money for services not supplied- use that money for a fix
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier determined that the Amazon Gift Card should have been sent to the updated email address provided.Frontier manually sent the Amazon Gift Card to the updated email address.Frontier made multiple attempts
to reach Ms*** but received no response. 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*** 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

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 I have already paid the bill and that is not my primary issue Frontier did not address the lack of service, slow speed and loss of connection I experience while using their high speed internet, which is truly slow to no speed
I did not receive an apology call but someone named Kayla called and asked me to return her call, unfortunately she did not leave a number
Regards,
*** ***

Tell us why hereFrontier
Communications has received notification of a complaint from the above individual. According to the complaint (or rebuttal):Mr*** advised he has been having issues getting his service installedTechnicians dispatched on multiple occasions and missed several appointmentsFrontier has investigated the above statements and offers the following response:Frontier investigated that he has now had his internet services installed.He was misquoted Frontier will ramp him up for the first months of his services to the reduced amount.If Mr*** has any additional questions, please contact the undersigned. We trust that this information will assist the Commission in closing this complaint

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

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*** advised Frontier for the first months of billing pricing was incorrect and that credits were
needed to correct the amounts billedMr*** advised Frontier that he wishes the account be closed Frontier has investigated the above statements and offers the following response: Frontier has not been able to reach Mr*** Frontier has made several call attempts and sent an email with our direct contact information.Frontier has adjusted the overbilling appropriately on the account.Frontier is not able to close an account without speaking directly to the customer or an authorized representative on the account. 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advised that he placed an order to remove the tv portion of his service in February and Frontier
continued to bill. He would like Frontier to have bill adjusted Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on April 6, and explained that Frontier adjusted the bill. Frontier advised Mr*** that he would see the adjustment on the next bill cycleFrontier explained his bill cycleMr*** is aware of the adjustment amount 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 her bringing
this matter to our attention The Complaint states that: Ms*** had a phone outage and promised a due date of 3/6/to fix Frontier has investigated the above statements and offers the following response: Ms*** is part of a known issue regarding a cable problem that has affected several customers. Frontier is working to get the problem resolved quickly and will not require to go to Ms***’s location, 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

Frontier has investigated the above statements and offers the following response: Frontier has contacted *** *** *** *** and ensured satisfaction.Frontier has provided direct contact information for any future questions or concerns 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

The request for credit has been given to Mr*** ***. An adjustment in the amount of $124.97($with tax) was issued on 11/9/His current balance is 77.84/credit. He also qualified to the the Amazon Gift Card. The gift cards are sent out to the
customer within business days of the date of his installation. His service was installed on 8/18/2016. He should be receiving his Amazon Gift Card soon. Thanks! Case Closed

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Mr*** states that he disconnected service and continues to receive bills Frontier has investigated the
above statements and offers the following response: Frontier spoke to Mr*** on April 25, and explained that service was disconnected on January 31, The bill cycle is the second of the month the February 2, statement is prorated giving credit back from January 30, to February 1, that is why it is a partial month billing for services renderedMr*** understands and is satisfied with the resolutionWe 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

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.I previously filed a report on 9/5/ID number ***Amara Hcalled 9/23/at 3:p.mand we spoke for minShe agreed that my account was a mess and said she would get back to me when it was resolvedShe then gave me her number and extto call if I have any further problemsI never heard from her againi waited to see if everything was resolvedI received a termination notice for the 15th of October unless I paid not one bill but both billsone bill was $for ###-###-#### and $for ###-###-####So I called Amara number and extand it was not recognized###-###-#### to tell her that our billing issue is not fixed! I talked to someone on October 14, and she said she would call me backit is now October 17, and I have not received a callI still have separate bills that add up to $543.06!!!!! how hard is it to have everything under one number so I can see what I'm being billed for? Also they can see that I have called them a number of times in the notes on my account saying my services are not working (which is why I called)NO ONE could help me because everything is on a separate number (2140596-0181) So when I called and asked why I have to pay when nothing was working and they said because the people I talked to did not fill out a trouble issue note thing so there is not proof that my services weren't working to receive credit for?!?!?!?! if I had any better options I would leave frontier but I dont! I just dont see how a company that cant get anything done is still in businessi have been fighting to get this fixed since July! I cant afford to throw away $on services I not only had billing issues with but were not working and could not resolve because of the billing numbers All i've wanted was my services to be working and then my billing to be fixedi do not see why it is fair that I should pay when my serivices were not workingthis was not my fault but the fault of the company, so all that I ask is that I receive a check for a refund of all the movies we bought to own on their Demand (HD movies) Alvin the squeakuel Pixels Hotel Transylvania Hotel Transyvania Madagascar 1, 2, and Rio Barbie Princess power The complete Divergent series Brave Dalmatians Scooby doo Moon monster Scooby doo Kiss Rock and Roll Home cloverfield Lane Ice age Ice age Contential Drift Inside out Paddington Legends of Oz Tomorrow Land Rise of the Guardians The Intern Balto Jurassic park Jurassic world Big Game Spy Woman in gold The Gunman Longest ride Adventures of Tintin Kingsman Black or white Penguins of Madagascar The judge Philomenna Maze runner The Equalizer Gone Girl SINCE I will be leaving them without paying for anything, because nothing has been resolvedif I leave frontier I will no longer have access to those moviesAmara said I could access them via ULTRAVIOLET but I can only access of the moviesI feel that since I paid the full price for the moves, that I technically own them, but since I cant take them with me, I would like a full refund
Regards,
*** ***

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

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. I would like to wait until I receive the next statement from Frontier to make sure it is correct before I close this complaint.
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Ms*** had several accounts with FrontierAccount number *** was discontinued effective December 21, Frontier processed order number *** to discontinue account number ***Frontier’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 has been unsuccessful in reaching Ms***, however a detailed message was left with 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 him bringing this matter to our attentionThe Complaint states that: Mr*** advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from
Frontier. Mr*** explains that although he subscribes to Frontier’s up to Mbps service, he sometimes only receives speeds of MbpsFrontier 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. Mr***’s speeds may vary over time.Frontier has investigated Mr***’s account and has determined that Mr*** resides in an area with a surplus of Internet users that could be affecting Internet service speeds.Frontier continues to work toward a solution that will improve Mr***’s Internet service. It is our expectation that Frontier will upgrade its network in Mr***’s area later this year. Given that many factors could impact the timing of an upgrade, we cannot guarantee any specific date for the project completion.Frontier has sent a modem per his request at no cost to Mr*** Frontier has provided Mr*** with our direct line and extension number for further assistanceWe 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises he has been without my land line for a month and they have not repaired the issueFrontier
has investigated the above statements and offers the following response: Frontier spoke to Mr*** on December 12, and confirmed that land phone is workingFrontier issued out of service creditWe 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