Frontier Communications Corp.

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: Mrs*** had internet installed, she has not received an invoice, Frontier says it was mailed to the property address
not the mailing addressSince she has not received her invoice she called Frontier and asked for the PIN number to register online and was informed by the representative it cannot be provided Frontier has investigated the above statements and offers the following response: When Mrs*** ordered her Frontier service no alternate mailing address was given this is why the bill was sent to the service addressFrontier representatives are not permitted to provide the secure PIN number, however the representative should have educated Mrs*** that there are options for resetting PIN, educating customer how to find PIN online using Frontier.com Self-Serve website and MyFrontier Mobile Application, or offering to reset PIN on Mrs***’s behalfFrontier has been unable to reach Mrs*** via telephone, after leaving several messages with our direct contact informationWe have sent several call office letters via email 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 CommunicationsThank 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 he was quoted a rate of $for his internet services for two years.Mr***
stated he was offered lesser product at a higher rate and Frontier cancelled his account.Frontier has investigated the above
statements and offers the following response:Frontier records show that Mr*** was quoted $for the 150/internet speed with a Customer Loyalty Credit of $40.Mr***’s account was not eligible for the $Customer Loyalty CreditFrontier records reflect that on February 21, 2018, Mr*** requested to have his services cancelled with Frontier.Frontier records also reflect due to the inconvenience and as a courtesy a credit of $has been issued toward the customer’s accountPlease allow the credit 1-bill statements for the credit to reflect on the customer’s billFrontier representative has spoken Mr*** and explained our resolution.Mr*** is not satisfied because his account does not qualify for the price of the $with the 150/internetWe 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 Specialist: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

Frontier Communications Thank you for referring the complaint Rebuttal of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: The Complaint states that: Ms*** advises “The statement by Frontier is grossly incorrect, dates are wrong, missing 3rd phone call, missing payments!”Ms*** states she contacted Frontier on January 12, 2017, not January 13, and was provided an amount to pay. Ms*** contacted Frontier again on 1/19/17, not 1/20/17. Ms*** contacted frontier on January 26th, to setup another trouble ticketMs*** advises her December payments went past due as Frontier removed the option to use on-line bill payMs*** is requesting all statements from July through January Ms*** advises payments applied to the account are incorrect Frontier has investigated the above statements and offers the following response: Frontier’s previous response was not intended to reflect every customer interaction on the account, rather as a summary of events Frontier has previously acknowledged that Ms*** was incorrectly advised of the amount needed to be paid to restore services. Frontier has provided information based on call records based on the date and time stamp provided by the agent recording their notesFrontier removed an online bill pay option from Ms***’s account based on the history of payments being returned from her bank.Frontier will provide copies of all bill statements from July through January via US Mail. If, after reviewing the bill statements provided, Ms*** believes any payments have not been applied to the account, please provide a copy of a bank statement showing the payment being withdrawn from the account and Frontier will begin a payment investigation 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: Brian M*** Department: Customer Relations

• 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

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 the time being. For your reference, details of the offer I reviewed appear below
As per Frontier, the payment of $was madeThe statement shows account credit by Frontier, but has $as current balance.According to Frontier, the credits may take up to daysI will consider this matter closed after the credit is made and the balance becomes $
Regards,
*** ***

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,
*** *** *** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** advises his Frontier account was changed without his permissionThe customer was advised a credit was
appliedHowever, the credit has yet to reflect on his billing Frontier has investigated the above statements and offers the following response: Account research shows the credit for $was submitted for review and approvalHowever, the credit was subsequently deniedA credit of $was applied on February 1, 2017. This will reflect in one to two bill cyclesA Frontier representative spoke with Mr*** who indicated satisfaction with the resolutionWe 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 Specialist: Amy B*** Department: Consumer Relations

Good Afternoon,This issue has been resolved. Ms*** has been given credit to her account in the amount of $313.50. She has been given credit for the late fee, and install
charges. Nothing has been paid on the account so the next bill she will get will be for three monthsI have spoken to Ms*** and advised of the credits. I also saw that the plan she was on was not the right plan for her because of the amount of long distance she uses. Per her request, I have had her plan changed to unlimited long distance. Her monthly line charge will go up by $but she will no longer have long distance charges. Ms*** has my direct call back information for future.Thank You,Serena J***

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. We have now had continuous service for hours However, if this is not consistent in the future, I will not hesitate to reopen the case Thank you for your help!
Regards,
*** ***

Frontier confirms an order for new services was created on August 30, Frontier states due to an isolated service order error, the scheduled due date for Ms***’ installation was incorrect.Frontier advises a new due date was scheduled for September 14, 2017.Frontier also advises that Ms
*** requested her service order be cancelled on September 12, We trust that this information will assist you in closing this complaint. We regret any inconvenience that Anna G*** 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.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,
*** ***

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,
*** ***

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: 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

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

On 5-7-the customer escalated due to service issues and requested days out of service and allowed to close the account without a penalty. The customer agreed to days out of service credit and a waiver of the early termination fee. On 5-8-Frontier received a port out
request and the account was closed on 5-10- On 5-20-the customer spoke to a Frontier customer service representative and confirmed the account was closed on 5-10-and the final bill will cycle on 6-9-and will reflect the credits and credit for services that were billed but not usedShe understood

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 he is billing at a higher rate that he was quoted and billed for an installation fee that he was
not advised of Frontier has investigated the above statements and offers the following response: Account research shows on bill date January 1, Mr*** was billed $367.51, this includes pro-rated charges and $FiOS Set up activationResearch shows on January 3, a credit of $was applied for the activation feeThis should reflect in one to two bill cyclesOn January 4, a credit of $was applied to the HBO charges. This should reflect in one to two bill cycles A Frontier representative attempted unsuccessfully to reach Mr***A contact email was sent on January 27, 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 Frontier Specialist: Amy B*** Department: Consumer Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he has experienced issues with his internet service from Frontier.Mr*** states he has not
received sufficient credit for the time he has been out of serviceMr*** states he was billed a $charge for a technician feeMr*** states that he wants to cancel the accountFrontier has investigated the above statements and offers the following response: Frontier advises that a repair was completed on April 28, to the internet serviceFrontier advises that and adjustment in the amount of $has been applied to Mr***’s account and will be reflected on the next statementFrontier advises that Mr*** was not billed for a technician visit feeFrontier advises that there was a credit for a deposit refund that was placed on Mr***’s account in error on the April statement and the error was corrected changing the fee back on the April statementThe charge and credit cancel each other out on the April statement.Frontier spoke with Ms*** on May 1, who confirmed the service is workingMr*** stated that he will keep the Frontier services and does not wish to have the service disconnected at this time 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

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 spoke with frontier and they said they would make the corrections to the account and follow up with my on march 3rdAs of today, the correction has not been fixedI received their promise to make changes but has yet to happenIf you can please reach out to me in days to check backI will have a better answer on this.
Regards,
*** ***

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,
*** ***I read the company's response and the phone number they gave meI called wirecard numerous timesI kept getting a busy signal and a voice telling me to call back laterI feel I'm getting the run around!