Frontier Communications Corp.

Thank you for referring the complaint of Mrs*** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: The June 07, billing statement total amount due was $
Promotional discounts totaling $expired June 5, The itemized promotional discounts were $and $The July 07, billing statement total amount due was $This bill contained pro-rated charges and month in advanceOrder was initiated to disconnect the account effective July 18, 2016.Credit adjustments totaling $were issued on July 29, Please allow 1-bill cycles for credit to post to the accountAn additional credit of $was initiated and is currently pending approvalPlease note all credit adjustments are subject to an approval processOnce reviewed a credit may be approved or denied if the credit is not warranted.We apologize for any misinformation Mrs*** may have received when contacting our Customer Service departmentPlease note this matter was referred to the appropriate manager for coaching and trainingOn August 15, I spoke with Mrs*** and advised that the credit adjustment of $is pending approvalDuring this contact, I provided Mrs*** my direct contact number should she require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs*** may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

Frontier has investigated the complaint and offers the following response: Frontier has corrected Mr***’s address, credit him the reconnection charges, and his service is up and running.Frontier also removed the late fee, which was due to the address correction

Customer experiencing Internet issues since removing phone. Frontier has investigated the above statements and offers the following response: Frontier advises that the removal of the phone line would not impact the Internet service, only the billing would change.Frontier advises that Internet
speeds are not guaranteed and are quoted as “up to”. The speed of service can be impacted by numerous factors, such as traffic on the Internet, distance from the Frontier serving facilities, the service facilities, and the capabilities of a customer’s computer. Also, the number of devices being utilized can impact it. Frontier left a detailed voicemail that included our contact information

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 in he entered in a contract with Frontier for Internet,
television and phone service and was quoted $per month. After receiving his first bills his monthly charges were $per month not $per month when Mr*** called about this he was told since he had no proof that of the price, it could not be honored. In March of Mr*** changed his package and dropped the TV Mundo to regular America TV stations, when he did this he was told his monthly fees would drop to $per month. The new bill came and it was for $161.95, this is higher than what he was paying before. Mr*** then called in about this and had a recording of the conversation with the sales representative, yet they could not honor the pricingFrontier has investigated the above statements and offers the following response: Frontier found that Mr*** was misquoted, his package is $plus taxes and fees. The package is normally $161.95, but then a $promotional discount is applied each month to the account which is $plus all taxes and other fees.Frontier will issue an additional manual adjustment to make the monthly bill $146.XX per month for months and when Frontier spoke to Mr*** on April 24, he was satisfied with the resolution.Frontier will also use this situation for training and coaching to address the misquoting of package pricing to our valuable customersWe 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

My resolution is:Reimbursement of the $Fronteir informed me I needed to fix my problem, the On Hub, which did nothingI want the problem fixed, (internet speed) fixedAnd a call from technician himself, to when he will be hereI will not waste my whole day on the phone to your customer
service department , ever again

Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises she has billing discrepancy on closed accountFrontier has investigated the above statements and
offers the following response: Frontier spoke to Ms*** on April 16, and explained adjustments issued and payment made. Frontier advised Ms*** of remaining balanceFrontier advises that prior to termination, Ms*** was billed (and thus incurred charges) through the end of her billing cycle.Frontier has set follow up to ensure accuracyWe 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’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Mr***’s account and states that on August 29, Mr*** downgraded his service to internet only. However, during the service order change the agent failed to remove the distinctive
ring and non-listing features from the account which caused him to be billed for these features from August 29, through May 8, 2018. A service order was created today to remove these features.Frontier has issued a credit in the amount of $107.51. This credit will appear on Mr***’s next billing statement dated May 22, 2018. Mr*** currently has a credit balance in the amount of $-47.89. This information is also available online by logging into his account at www.frontier.com.Frontier has contacted Mr*** and advised him of the removal of the phone features and credit balanceWe regret any inconvenience that *** *** may have experienced as a result of the above matter

Frontier has reviewed the account of Ms*** and finds that a technician did repair the spans associated to her internet on 9/8/16.Frontier does apologize for any inconvenience caused and has issued and adjustment in the amount of $that will appear on her next billing statement.Frontier
has also placed a calendar reminder to issue a $credit to bring Ms***'s internet to $until September per the notes on the account on 9/7/

Some Frontier TV customers have been receiving HD programming and are not paying the HD Tech Fee. To avoid disruption of the customer view of HD programming the HD Technology fee was added to these accounts on November 20, 2015The HD Technology Fee is a required component of Frontier TV for
viewing any high definition programmingThere was a bill message on the November statement that stated: Frontier periodically audits its bills to ensure accuracyFrontier has determined that the applicable charges for your HD video service are not appearing on your bill. Frontier has corrected the issue. Beginning this month, the $10/moHD Technology fee will appear on your bill. In addition, your bill may include a retroactive charge of up to $30, which reflects the charge for HD service you received in the prior monthsIf you no longer wish to receive HD service, please contact customer serviceWe apologize for this error and look forward to your continued service with Frontier." Frontier has placed an adjustment in the amount of $to offset the back charges of $as well as the current $charge, for the HD Technology fee, however has removed the HD technology service from the account.Frontier has also placed an adjustment in the amount of $as a courtesy for the movie ordered in error.Frontier has no record of Mr*** not receiving his bills, as he is set to receive them by mail and also has access to Frontier’s Online Bill Pay, which allows him to review his billing monthly.Mr*** can add the HD Technology back to his account at his request, however the $monthly charge will apply.Frontier has attempted to contact Mr***, however his main number rings as a fax line when attempting to callFrontier did leave a message on Mr***’s alternate number provided

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 reported service issues in November when his dog damaged the phoneMr*** states that a
temporary line was installed and never buried. Frontier has investigated the above statements and offers the following response: Fortier records show that a repair was completed on November 22, to damaged lines and a temporary line wasFrontier advises that the line was buried on November 29, 2017.Frontier advises that another repair was reported on January 7, Frontier advises that the lines were damaged again by Mr***’s dog who dug up and chewed the linesFrontier advises that new phone lines were installed and buried last weekFrontier spoke with Mr*** on January 16, who confirmed the work has been completedWe 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 *** *** bringing this matter to our attention The Complaint states that: Customer states that his bill would be $a month plus taxes and sur-charges Frontier has
investigated the above statements and offers the following response: Upon review and talking to the customer we agreed I would honor the price for monthsAfter the six months the bill will be plus taxes If customer cancel after six months he will have no Early Termination Fee. 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention. The Rebuttal states that: Ms*** states that she did not use the gift card and does not agree with Frontier's responseMs*** states that she threw out the gift card instead of contacting Frontier about her optionsMs*** states that she would like proof that the card was used Frontier has investigated the above statements and offers the following response: Frontier reports that unless Ms*** had returned the Apple Gift card to Frontier, we would have assumed that she used the cardEven though Ms*** did not sign a contract, she still did not return the card to Frontier, so she was charged the early termination fee of $Frontier has agreed to give Ms*** $credit towards the $chargeThere will be no more credit issuedFrontier has sent another email to Ms*** regarding this matter. 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 has investigated the above statements and offers the following response: Frontier went out to Mr***’s location on October 25, and did not find any issues with the serviceFrontier ran multiple speed test and each time the customer was receiving Mbps download into the home
As a precautionary measure, Frontier switched out internet equipment at the central office.A local represented has been in direct contact with the customer and provided direct contact information should he experience any additional 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

Tell us why hereThank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Mr*** advises that he set up Internet service as his home in June of and because of the
quality of the service his wife could not work at home and he had to get another Internet provider and close out his account. Mr*** advises that he received a bill for service in July of for $206.04. Mr*** advises that he called Frontier and was advised that the installation fee for $would be taken off the bill and to wait for the next bill that it would be the final bill. Mr*** advises that he has been getting bills and collections letters each month and calling Frontier with no action. Mr*** advises that the end of October he was advised to send in $which would settle the account. Mr*** received another letter on November 21, that he still owes the $amount. Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** should not have been charged the installation fee of $as we have a promotion offer for free installation on Internet service. Frontier advises that a credit was submitted for the $and has been in a pending status and has been resolved as of December 1, 2016. Frontier advises that a payment in the amount of $was received on November 7, 2016. Frontier advises that the balance on the account is now zero. Frontier advises that a message was left on Mr***’s can be reach telephone number with a direct point of contact should Mr*** need anything further. 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,
*** And *** *** P.SThank you for your help in this matter!!

The Complaint states that: ***-** *** states that she was quoted a different pricing than was received on her billing.***-** *** states that she was advised she had to pay an Early Termination fee from Dish television after she cancelled her Dish servicesFrontier has investigated the above
statements and offers the following response: A review of this account shows that ***-** *** purchased Dish television from Frontier communications during a phone call.A review of that phone call shows that the pricing for ***-** was quoted correctlyThe agent advised that the monthly recurring cost of the television as $+taxes***-** *** accepted this price during this callMs***’s 1st billing following the Dish installation and activation, appeared higher than the quoted billing amount as it included prorated charges from the first day of activation through the first full month of service.While Dish television and Frontier Communications partner together to provide services in bundled packages to Customers, Frontier is not responsible for Dish television terms and conditions***-** *** has been advised that she will have to contact Dish television for issues regarding their billing or services following disconnection from Dish and Frontier.Due to an error in Ms***’s service order, Ms*** was billed concurrently for Frontier Fios video service and Dish video serviceA Frontier representative has issued a credit in the amount of $for the period of time that Ms*** was billed for both video services.An error in order processing cause Ms*** to be billed $for an ETFA Frontier representative has issued a credit in the amount of $for this error.Ms*** has been advised of these actions

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Mr***’s account and we have reduced his outstanding balance by prorating the early termination fee from $to $25.00. Mr*** should contact the collection agency handling
his account to make his payment in the amount of $We regret any inconvenience that *** *** 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. Installation was completed on July 6; however, service was provided over one month later than requested and after over five phone calls.
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 I was contacted by their Office of the President and have their contact information I will be reviewing my bill when it comes in to make sure that the credits that they promised me are there
Regards,
*** ***