Frontier Communications Corp.

Thank you for referring the complaint of *** *** to our office for review. We appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that when she called Frontier to set up new internet service, she was told that a credit
check would need to be done, which she accepted. She also advises that Frontier informed her that the previous owner of the house had an outstanding balance with Frontier and that the debt would need to be paid before new service could be established. Ms*** advises that Frontier should have informed her of the previous owner’s debt prior to running the credit checkFrontier has investigated the above statements and offers the following response: Frontier advises that since the previous owner had already closed their account, Frontier has no way of knowing that the previous resident at the address had an outstanding debt until after the credit check has been completed. Frontier also advises that by simply looking up an address, information about the previous customer’s outstanding debt will not show up, unless the account is still open.Frontier spoke with Ms*** on November 9, and advised her that she can still get new service with Frontier if she sends in a notarized lease agreement. 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 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

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*** *** 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

*** *** Case *** Thank you for referring the case of *** *** to our office for review. We appreciate you bringing this matter to our attentionOur records indicated that account ###-###-#### was disconnected on February 29, 2017. Frontier found no records of Ms***
requesting to cancel her services in December 2016. This leaves a remaining balance of $that is valid and sustainedFrontier spoke with Ms*** and reviewed the account findings. I do apologize Ms*** was not happy with our findingsWe apologize for any inconvenience this may have caused Ms***. We trust this information will assist you in closing this caseThank You Frontier Executive Relations

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

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: Mrs*** advises that she called in to transfer her service from one address to anotherShe wanted to keep the same number but was told she needed to get a new number and could not keep the old numberMrs*** reports she called many times and was told they were working on getting the number backMrs*** states she then had no services at all due to it being disconnected Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Mrs*** and did an order to get her number back. Mrs*** is appreciative and is satisfied with this resolution 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: Sharie P*** Department: Consumer Relations Telephone Number: ###-###-#### Ext*** Fax Number: ###-###-####

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 *** *** 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

According to the complaint: Mr*** is wishing to terminate services with Frontier due to ongoing repair issues that have not been resolved. Frontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier had spoken with the customer on
December 15, 2017. Due to the history of repeated repair tickets, Frontier had advised the customer that the packages terms of service would be waived if he chose to change providers.Frontier had also applied a $“Service Performance” credit due to the repeat nature of the repairs and the inability to resolve.Frontier had contacted Mr*** to advise that the account is keeping an active follstatus to ensure no penalties are billed when they have a date selected to take service elsewhere

Thank you for referring the complaint of Mr*** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that Mr*** was informed he would receive a $Amazon gift card for signing up for Frontier internet service
Frontier has investigated the above statements and offers the following response: Frontier informed Mr*** that he will be receiving his $Amazon gift card in late November or early DecemberMr*** is satisfied with this resolutionMr*** knows to contact Mark H*** at ###-###-#### 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 *** G*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The complaint states that: Mr*** advises that Frontier has been his telephone and Internet provider for several years and because of
the Internet speed and increase in price he decided to change to another provider.Mr*** advises on November 28, he made a payment for $and is for the month of December and Frontier cannot tell him where it has been applied. Mr*** advises that his next bill came out in January and was for $and Frontier is advising that it is for an early termination fee of $100.00. Mr*** has been with Verizon/Frontier for years or more and was given a few discounts off his monthly bills.Mr*** advises that the bill he paid on November 28, is for the whole month of December even though it was disconnected on December 1, and Frontier advises they do not pro-rate their bills.Mr*** advises that the bill in the amount of $has been turned over to a collection agency even though he has tried since December to get his issue resolved with Frontier. Frontier has investigated the above statements and offers the following response: Frontier investigated and the bill for $that was paid on November 28, was for service from November 10, to December 9, 2017.Frontier advises that the bill for January for $is for the early termination fee of $minus the pro-rated credits back to the disconnect date of December 1, in the amount of $10.85.Frontier offers this automatic renewal service as a courtesy in order to allow our customers to continue to receive monthly credits and discounts to lower their monthly price. Frontier lists the contract dates and the automatic renewal policy on the customer’s monthly invoice or terms of service at http://frontier.com/corporate/terms.Frontier advises that this can be disputed with Credit Collection Services at ###-###-#### 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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he was over charged per what he was quoted for monthly service Frontier has
investigated the above statements and offers the following response: Frontier Communications adjusted off the difference of what was charged, $137.98, and what was quoted to Mr***Frontier Communications found that the promotions were not activatedThis has been rectifiedWe 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 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 want to clarify that I will be receiving the refundIt seems from the message that the refund is not guaranteedThe credit, while appreciated, will not be helpful as I don't currently have an account with Frontier nor do I plan to open one in the near future.
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: On May 23, Mr*** spoke with a Frontier consultant and requested to cancel his installation orderFrontier will a mail a refund to address *** *** *** *** *** ** *** in the amount of
$Please allow up to days to receivedFrontier will notify the credit agency to totally remove the negative item from Mr***’s credit reportPlease allow up to days for all three credit bureaus to no longer display the charge.A voice message was left for Mr*** containing detailed contact information 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 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,
*** ***

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. Thank you very much
Regards,
*** ***

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 advises that the order to change Mr***’s pricing was delayed in posting to the billing system due to a system error.Frontier has corrected this errorMr*** will see the correct pricing
of $for unlimited calling and $for internetThis does not include the applicable taxes associated with the serviceMr***’s statement printing in September will also reflect a prorated credit for the change in promotions in the middle of a bill cycleFrontier has reviewed Mr***’s current statement and adjusted the term fee charged in error along with the applicable taxesIn addition, Frontier has adjusted for the promotional rateAt this time, the current balance eon the account is $due by September 9, 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