Frontier Communications Corp.

Frontier has reviewed Ms***’s account and found that she had a promotion on the phone, Internet and TV service dated 07/18/to 07/17/ Frontier advises that Ms*** requested to remove the Frontier Secure Personal Security Bundle on 03/07/08. A review of the order found
that the promotion was removed in error. Frontier advises that Ms*** called on 04/10/to inquire why the bill had increased at which time it was found the promotion was removed. Contact was made with our Promotions department who re-added the promotion with the same term dates of 07/18/to 07/17/19. Credits totaling $were applied to the account for the missing promotional credits on the 04/07/bill. Frontier will monitor Ms***’s account going forward to ensure that the bill reflects the same pricing and term dates as she had previously 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 find that this resolution is satisfactory to me Thanks for your assistance with this matter
Regards,
*** ***

Frontier has made the above offer However, the account has not yet closed I was charged for the full amount this month and told to wait until the next billing cycle, when the account will be credited for the unused days of service and I will only need to pay for June 1-June However, given that Frontier has been very unreliable in following through on their promises to this point, I would like to request that the case remain open until that credit is given and the account is closed I ask this because of discussions I have had with other Frontier customers about Frontier promising to provide refunds that were never issued and then send the accounts to collections agencies
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** is disputing his bill for services from FrontierFrontier has investigated the above statements
and offers the following response: Frontier advises upon reviewing the account our records indicate an adjustment has been made to the account and has a credit balance of $404.91.Frontier’s refund policy is to issue a refund 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 issues refunds for disconnected residential accounts via a prepaid MASTERCARD card managed by WirecardPlease contact Wirecard directly at ###-###-#### for a replacement, or if you have questions about using the Wirecard card.Frontier advises on April 10, Frontier spoke with *** *** and advised him of the adjustment made to the account, and advised *** *** of the refund amountFrontier advises *** *** has a direct point of contact to Frontier for any further assistance with this issueWe 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 am not satisfied with this resolution My time and trouble are worth more than $ I was without internet service for the last month that I had your "service" I guess I will be retaining counsel to begin a lawsuit against your company This will be nothing new since it seems you are used to class actions and such based on my findings on the internet.*** ***

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 he has been experiencing intermittent speed and connectivity issues with his Internet
service from Frontier Frontier has investigated the above statements and offers the following response: Frontier found a repair was completed on Mr***’s account on January 31, 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 attempted to reach Mr*** to advise of the above but was unsuccessfulFrontier left a message for Mr*** that included direct contact information 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 Revdex.com bringing this matter to our attention The Complaint states that: Ms*** states her lifeline credit was removedFrontier has investigated the above statements and
offers the following response: Frontier spoke with Ms*** on December 7, 2017, Ms*** has disconnected her Frontier accountWe 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 Revdex.com bringing this matter to our attention The Complaint states that: Ms*** is disputing a payment investigation of $ submitted March 2, Frontier
has investigated the above statements and offers the following response: Frontier advises Ms*** conferenced in with her bank and Frontier on April 13, to discover the account number on the payment was incorrectThe payment has been stopped by her bank and another re-issued to the correct account number.Frontier issues a late fee credit of $ as a courtesy, this credit appeared on the April 11, billingWe 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 you bringing this matter to our attentionMs*** states she has experienced ongoing technical concerns with Frontier and was told a credit would be applied to her account but never received the
creditFrontier records indicate, Ms***'s account was disconnected effective January 31, Frontier issued a credits totaling $which posted to the account on the March statement dateFrontier has attempted to reach Ms*** to further discuss her concerns but was unsuccessfulVoicemail message was left with direct contact should she have additional concernsWe trust this information will assist you in closing this complaintWe apologize for any inconvenience Ms*** experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that the offer previously presented was not reached with current discounts and promotionsFrontier determined that Mr***’s promotion from the year prior could be
renewed as a courtesy.Frontier offered the above to Mr***.Mr*** indicated that he would like to review before accepting the offerFrontier’s records indicate that Mr*** has inquired about porting out servicesFrontier provided Mr*** the assigned representative’s contact information 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 advises that Ms***’s promotional length was listed on the statement as a month agreement on television service starting in June 2015.Ms*** original agreement did have a year price lock on the internet onlyIn July of 2016, an additional $off the internet was added to the account for year.Frontier reviewed the recorded conversation from June 2, and found that Ms*** was not advised of a three year pricing on the TV and internet combinedFrontier also found that Ms***’s $onetime fee was waived; even though, she was advised of the $charge during the recorded conversation.Frontier finds that no credits are due to Ms*** 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: Mr*** *** states that his internet service has been slowFrontier 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 WiFi network interference. Customer speeds may vary over timeFrontier advises our Internet Help Desk called residence on May 11, and was advised there is not an internet issue at locationFrontier has made several attempts to reach *** ***; however, Frontier has been unsuccessful in speaking with himWe 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 attempted to reach Mr*** three times to see if still needed assistance or had further questions Two attempts on March to reach him at the can be reached number he provided but there was no answer Frontier left a message providing a number for him to contact we
again attempted to reach him on March 28th and again no answer again left a message with a number for him to call

• Our records does not indicate where customer had called our office to report any issues with internet speeds, nor do we have any records where customer called to have services disconnect
• Currently the last payment received was for $20.00, leaving a past due balance of $If customer
needs to finalize account, they will need to call into the business office and place an order to disconnect services
• We have left several unsuccessful message trying to reach customerIn addition, when calling ###-###-#### the phone rings no answerA recording comes on advising mailbox is full
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced because 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*** indicates that he called Frontier on 10/5/to add his wife to the account
Three hours later, the phone and TV service were disconnected Frontier has investigated the above statements and offers the following response: Frontier advises a Frontier representative has attempted to contact Mr*** on four (4) separate occasions since October 17, Frontier also advises as of October 26, 2016, Frontier has not received any type of response back from Mr***Frontier states a letter was sent for Mr*** to contact Frontier regarding his complaint 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 find that this resolution is satisfactory to me.
Regards,
*** *** *** ***

Frontier’s Local Manager has advised that this order was completed on 1-10-Frontier has been able to confirm dial tone at the Network Interface Device and it is in the garage of the residence and the technician was unable to gain access.Frontier did confirm that there was dial tone at the dry
spot that is connected to the buried drop.All install charges have been removed from order and will not generate on customers first billing statement

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
Regards,
*** ***
My view is I was advised by my attorney to pay the $and close the account which I did and have a credit comingHe’s going to request and review the phone conversation from OctoberThe representative that wrote back stated to me she’d call me back to let me listen to that phone conversation from oct, she failed to do soShe claimed she reviewed the phone call from oct which is inaccurate being I never agreed to this payment arrangement and was tricked into doing itA class action lawsuit is in conversation and moving forth on it. It never showed on my bill a balance of any deferred payment arrangement and when the account was at they stated I still owed $which didn’t appear on my billYou can’t defer a balanceIf that rep apparently reviewed that phone call she would of heard me ask, so when I pay this off say in months what do I do and was told to just call and they’ll remove the payment arrangementThis was spoken of at least twice on oct They also never apologize on how I was treated. It was there mess up and that’s why she refuses to let me listen to that phone conversation

Frontier advises October 8, Mr*** placed a service order for telephone and high speed internet up to 7mbps and Frontier activated services effective October 11, Mr*** was advised monthly fees would be $plus taxes and surcharges and one-time non-recurring charges
would be $for the modem and $delivery feeFrontier received a chat request from Mr*** November 20, requesting to disconnect service however was advised he would need to speak with another department and Mr*** advised he didn’t have the time and would contact againFrontier advises the account was suspended for non-payment November 30, and has since been completely disconnectedFrontier has issued discretionary credits rerating the bill to one month of services and one-time non-recurring charges leaving balance owing $Frontier spoke with Mr*** February 5, and advised of the aboveWe 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

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