Frontier Communications Corp.

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Customer has slow and inconsistent internet service Frontier has investigated the above statements and offers
the following response: Mr*** contacted Frontier on Augregarding speed issuesTech support was able to troubleshoot the internetCustomer ran speed test and stated that the internet was running fine nowI spoke with customer and advised if he is has any other issues to contact tech support so that we can open up a ticketI agreed to issue credit for $ 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 Ms*** bringing this matter to our attention. The Complaint states that: Ms*** states she contacted Frontier 12/requesting Internet service and informed there were no ports
available. Ms*** states she was to be contacted once a port became availableMs*** states she then moved in March and then in December received a bill from Frontier for almost $400.00. Ms*** states she was assured the account would be taken care of and then received another bill in March Ms*** states she would like Frontier to credit the account that she was charged for and would like an apology for the endless hours spent to resolve this Frontier has investigated the above statements and offers the following response: Frontier records show the order was created 12/04/but do to no ports available the order was placed on hold. The order then completed in error on 11/11/causing billing from 12/07/until the disconnect date of 12/13/Frontier has credited the account in full on 03/13/17, the $balance will reflect on the 04/01/statementFrontier has spoken to Ms*** and advised her of the creditWe 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. Sincerely,Customer Relations

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 *** ***'s grand daughter, *** ***, and authorized user on the Frontier accountAs my grandmother is yrs old, I manage her account with Frontier and with her permission filed this complaint in her nameI have been the one calling Frontier every month as records will indicate
Regards,
*** ***

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 she is having difficulty accessing her account at the Frontier website. Frontier
has investigated the above statements and offers the following response: Frontier advises on March 7, Frontier spoke with *** *** and is being assisted by technical support to address the issueFrontier 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 has investigated the above statements and offers the following response:
• Frontier contacted Mr*** and discussed his accountAdvised that his monthly statements were only approximately $due to manual credits issued ever monthThese credits ended after a year as his term
was for year
• Frontier was able to get Mr***’s monthly recurring to $plus applicable taxes and surchargesMr*** was satisfied with this resolution
• Mr*** has Consumer Relations direct contact information should he have any future questions or concerns on any future billings
• As a courtesy, Frontier has issued a $credit leaving his current balance of $
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 Ms*** bringing this matter to
our attention. The Complaint states that:Ms*** advises that she has been experiencing intermittent speed and connectivity issues with her Internet service from FrontierMs*** is requesting to be released from her contract with Frontier Frontier has investigated the above statements and offers the following response:Frontier investigated Ms***’s account and has determined that Ms*** resides in an area with a surplus of Internet users that could be effecting Internet service speedsFrontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Ms***’s area at this time.Frontier advises that Ms*** pays $per month for her Frontier internet service, the lowest price available.Frontier had advised Ms*** that she will be released from her contract with no penalty if she chooses to terminate her services with Frontier.Frontier corresponded with Ms*** via email on April 4, to review this information with her 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

Sincerely, *** ***tel # ###-###-####

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** disconnected service on August 18, 2016.Mr*** was charged an early termination fee of $on his August 28, statement, call trace usage, and applicable
taxes/surchargesThis produced a total charge of $59.40.Since Mr*** signed up for Auto draft with Online Bill Pay, the statement prompted the money to be drafted on the due date (September 19, 2016).As a courtesy, Frontier has removed the term fee and reversed $back to Mr***’s banking facility on December 23, 2016.At this time, Mr*** has a zero balance. 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 has reviewed Mr*** account and found that on January 20, Mrs*** called to inquire on a higher internet speed and Dish Network service. The consultant reviewed pricing and options with Mrs*** who advised that she wanted to talk with her husband and would call
back. The consultant placed an order to upgrade Broadband Ultra to Broadband Ultimate service. February 24th an order was placed to downgrade back to Broadband Ultra service effective February 27th and a credit of $was applied to the account for the February bill increase. A Frontier representative contacted Mr*** on March 2nd to review the above. He explained that on February 27th the Broadband service went completely down; he called and spoke with several consultants who found that his port was turned off in error. He was advised that the service would be down for days until it could be repaired. His wife has since cancelled service and then had another Internet provider install serviceThe representative apologized and agreed to adjust the final bill due to the errors that had occurred

Thank you for referring the complaint of *** and *** *** to our office for reviewWe appreciate Mrs*** bringing this matter to our attention The Complaint states that: Mrs*** states that she initially signed up for Frontier internet services.Mrs*** states
they she then chose to add Frontier Video services to her accountMrs*** states that she immediately received a bill that was substantially higher than she expected, following the addition of her video services.Mrs*** states that she immediately requested to remove the video services, due to the amount of the billing and ultimately only had the video service for one day.Mrs*** states that she was advised that the billing issue would be corrected sooner than it has been Frontier has investigated the above statements and offers the following response: A review of this account shows that Mrs***’s initial billing, following her video install was incorrectThe order completed in error and did not include the correct promotional discounts that would have provided Mrs*** with the accurate billingA Frontier representative has adjusted credits in the amount of $to Mrs***’s account to offset this errorThese adjustments correct for incorrect installation fees and incorrect package pricing as well as late fees that resulted from the billing dispute.A Frontier representative has spoken with Mrs*** and confirmed that she accepts these actions as resolution for her complaintWe 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

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*** has been experiencing internet outages and would like credit for the outagesMr*** requested credit for the outage and was told credit would be issued once his trouble was resolvedMr*** has been experiencing slow inter speedsFrontier has investigated the above statements and offers the following response: On December 8, 2017, Mr*** contacted Frontier Tech Support to report frequent disconnects with his internet service.On December 11, a technician was dispatched to Mr***’s home, the trouble ticket was completed as services working.Frontier advises that Internet service speeds are based upon many factors: Including network congestion, customer location, customer equipment, and network interference and that customer speeds may vary over time.On January 4th, Mr*** contacted Frontier and was advised that credits would be issued once the issue was resolved.Frontier does issue credit for time out of serviceCredits are issued based on when the trouble tickets are reported and completed.Time out of service for December 8th through 11th has been issued to Mr***s account and is included in the $discretionary credit issued today January 11th. This credit covers Mr***’s monthly rateWe 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 your bringing
this matter to our attentionThe customer is disputing billed
charges related to the activation of new Frontier service.A review of the account
determined the customer was billed as
follows: $for an activation fee (the fee should have been waived with the
current promotional offer). The customer
was billed for the Security Plus Bundle $MRC+Prorated (the customer
did not request this service). The
customer was billed for the router $MRC+5.99. The total credit issued for the above charges
was $This credit was sent to our Credit Approval Team; however a
subsequent request has been submitted requesting to expedite the initial
requestAn additional credit in the
amount of $was applied to the account to further offset the billed charges
versus the quoted charges, pro-rated charges and taxes and surcharges. This credit reduces the outstanding balance
to $219.13.Sincerely,Amara H.Frontier
Customer Relations Specialist/GM Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like to keep the complaint open until all problems are resolved
Regards,
*** ***

February 20, 2018Revdex.com ID#: ***REBUTTAL RESPONSE:On February 19, 2018, Mr*** emailed this rebuttal
directly to me; to which I responded, credits were issued to his account on February
15, but his billing statement generated on February 2, 2018, 13-days before
the credits were issued. As a result,
the credits could not appear on a statement that was processed before the
credits were issued. I informed Mr
*** there would be no new bill generated, as Frontier only processes one
bill per month. However, he should see the credit adjustments on the next
billing statement, which will generate on March 2, 2018. I apologized for any confusion this matter has caused. His
previous bill for February was $205.46, there was a credit of -$34.07, and
-$95.97; these adjustments reduced the total to $75.42. Please allow the new bill to generate, and once it does, the
information I disclosed should reflect on the statement. If any
adjustment fails to post, Mr*** has my direct contact information to reach
me. I am here to assist Mr*** as
best I can. However, I cannot apply an
incompatible $discount to the account.Mr*** is currently receiving a credit of $17.99, which offsets
the charge of $for the HBO/Showtime monthly charge of $17.99. Additionally, he is receiving a credit $
off of the telephone service, $off of the internet service and $off
of the TV service. Mr*** is
receiving discounts totaling $147.97, per month. We sincerely apologize for the confusion this matter has caused.Thank you,Felicia
T***Executive
Customer Relations###-###-####
EXT ***FRONTIER COMMUNICATIONS

Frontier has investigated the above statements and offers the following response: Frontier determined *** internet service is new to the areaFrontier determined the *** Internet was installed.Frontier has spoken with Mr*** and confirmed that services are up and running to his
satisfaction.We regret any inconvenience that Mr*** *** may have 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 that he was quoted a lower price than his first bill wasMr
*** advised Frontier that his original order was for a 50/data speed Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on December 30, we reviewed the first bill found an error which we credited and explained to Mr*** the first bill is a day bill.Frontier confirmed with Mr*** the changes he made on December 12, that authorized the data speed changes madeWe 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

Ms***'s service has been restored a credit has been applied to the account for the inconvenienceIf Ms*** has my direct number if they have any additional questionsThank You !

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 that he was charged $in back charges without prior notification.Frontier has investigated
the above
statements and offers the following response:On Mr***’s November bill statement Frontier advised that his bill would increase by $per month.The increase does not apply to customers with promotion or price protection plan until their term expires.Frontier records reflect that we notified the customer on his February bill statement that a recent rate increase communicated in your November bill was inadvertently not applied to your accountBeginning February 1, 2018, your bill will reflect the rate increase of up to $per monthAdditionally, this bill will include a one-time charge of up to $for the rate increase applicable in December and January.Frontier representative has advised Mr*** of our findings.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 Specialist: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

Thank You for referring the case of *** *** to our office for review. We appreciate you bringing this matter to our attention Frontier records indicate on February 26, 2017, we were notified by the state lifeline agency that Mr*** was no longer qualified to receive the
lifeline discount, and to de-enroll him from receiving the discounted phone discount rate. Mr*** was billed at regular rates from February 27, thru April, 21, on his March 22, bill dateThis increased his rate to the $Frontier received notification from the state lifeline agency to enroll Mr*** back onto the lifeline program effective April 5, 2017. Mr*** will see a lifeline credit from April 5, through May 22, when his next bill his generated on May 22, Mr*** rates should decrease to what he was paying prior now that the state lifeline group approved his qualificationWe apologize for any inconvenience this may have caused Mr***. We trust this information will assist you in closing this caseFrontier 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: Ms*** is the service has not been reestablished Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate adjustments the internet service was reestablished on February 13, Frontier advises on February 19, Frontier spoke with *** *** and Ms*** advised Frontier that her service is working 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