Frontier Communications Corp.

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 Ms*** bringing this matter to our attentionThe Complaint states that: Ms*** had spoken to a Frontier representative to apply for Frontier services on April 28, 2016. Ms*** states
she was told someone would call her back within hours but no one called her.Ms*** advises she called Frontier again to find out about her order and the representative informed Ms*** that there was no order in the system. Ms*** stated she placed another order again and was informed the earliest due date to start services was in June. Ms*** states Frontier representative informed Ms*** she would call her back with an earlier date for her order. Ms*** left messages on the voice mail for the representative but never heard back from her.Ms*** was so frustrated with trying to get Frontier services she asked to have the order cancelled and to send a confirmation by email that the order was cancelledMs*** advises ghe representative informed her she could not do that. Frontier has investigated the above statements and offers the following response:Frontier did speak with Ms*** on May 5, and informed her that the installation was cancelled. Frontier sent confirmation by email to Ms*** as she requested.Frontier does apologize for any inconvenience this may have caused Ms***.Mr*** was happy with the results and if Ms*** has any additional questions, she can contact (Katherine H*** ###-###-####, Extension ***), who is handling the resolution of this issue 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 spoke with Ms*** on February 1, to remind Ms*** a follis required over the next two billing periods to ensure there are no billing concerns, Frontier advised her that if there are any errors a manual adjustment would be processed to correct the issueFrontier also provided the direct contact information for future concerns.Frontier advises that if there are additional concerns, to contact our office directly at number provided for the Frontier complaint specialist, Linda W*** *** We apologize for any inconvenience she has experienced as a result of the complaint issues

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. However, as I told Mrs*** on the phone, I do believe that this is an ongoing practice where customers receive quotes, which are later not honoredThousands of customers who do not have proof, or do not know the process of filing complaints, are left paying higher ratesThis in my opinion is fraudulent and needs to be addressed
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: Ms*** advised monthly recurring charges has been inaccurate. Frontier has investigated the above statements and offers the following response: Frontier Communications investigated and placed an order on September 27, to add the appropriate promotions to Ms*** account.Frontier Communications had advised Ms*** going forward the monthly recurring charges will be $plus taxes and surchargesWe 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

The Complaint states that: Ms*** is disputing the early termination fee billed for the removal of Internet service Frontier has investigated the above statements and offers the following response: Frontier researched Ms***’s account and determined the early
termination fee was billed due to auto renewal of the promotional priceFrontier has issued credit of the $and spoke with Mr*** to advise of the above

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: Ms*** had set up new service with Verizon in February They offered her a promo on TV and Internet that also came with a Visa Gift CardShe had called Verizon many times and could not get ahold of themShe then found out that Frontier had bought out VerizonMs*** had called Frontier on 07/07/to cancel service because she was moving from her home on 07/23/Ms*** received the final bill of $She call Frontier and was told that was her final billThen in August she received another bill for and was told that was due to an Early Term FeeAt that time she advised that she was told would not receive a Term FeeFrontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Ms*** and another representative has been able to zero out his balanceThe Representative also apologized that we could not honor the $gift cardShe did understandMs*** is appreciative and is satisfied with this resolutionWe 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: Sharie P*** Department: Consumer Relations Telephone Number: ###-###-#### Ext1122650 Fax Number: ###-###-####

Frontier advises that new customers that cannot be identified through credit verification transactions will be required to provide positive identification prior to services being installedFrontier mails POSID forms directly to customers and the form is also available online at Frontier.com/PositiveID. Frontier’s POSID form requires two forms of identification and at least one must be a picture ID and at least one must be state/government issuedThe POSID form must be notarized and copies of the identifications presented to the Notary Public must be mailed/faxed Mail: Frontier *** *** *** *** *** ** *** *** *** *** *** *** Frontier’s position on this matter has not changed.Frontier advises notarized POSID form cannot be waived

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*** is disputing her charges for services from FrontierMs*** advises that she was quoted
Frontier has investigated the above statements and offers the following response: Frontier reviewed Ms***’s account and determined that, due to an order entry error, Ms*** was billed incorrectlyFrontier has issued all the adjustments to offset the incorrect charges on Ms***’s accountFrontier has issued an order to activated all the promotion offers going forwardFrontier advises that the correct price for the package that Ms*** subscribes to is $per month plus taxes and surcharges until September of Frontier spoke to Ms*** on May 22, and advised of the above informationWe 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 *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention.The Complaint states that:He was a previous Verizon customerHe called Frontier asking if we took over Verizon’s contracts when we took over the
services. Frontier advised Mr*** we do not take over the contracts from VerizonWe advised him he is under no contract or obligation when he canceled his serviceThere is now an early termination fee on his disconnected Frontier account. The amount of the fee is $177.46.Frontier has investigated the above statements and offers the following response:We have not held Mr*** to any contract. We have issued a full credit for the $177.46. This is leaving a credit balance of $10.21. We will be issuing that back to Mr*** in check formMr*** is satisfied and agreed to close this complaintWe 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

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: *** *** states to have made phone calls to Frontier in May to have cable disconnected and
to have the charge for the service removed from billing*** *** states to date still being billed and no adjustments have been made Frontier has investigated the above statements and offers the following response: Frontier called *** *** on September 2, 2016, September 8, 2016, and September 9, *** *** was not available so Frontier left a message three times and also sent a call me letter on September 9, in hopes of reaching *** *** to resolve 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 Revdex.com bringing this matter to our attention The Complaint states that: Ms*** states she had two account opened and the closed one had a balance of $
Frontier has investigated the above statements and offers the following response: Frontier advises Ms*** closed account was in service from July to July 31, until her number was ported into Frontier July 31, with an open account.Frontier has credited the closed account $ for the install, modem and partial days not usedThe account has a balance due of $ for service from July to July 31, 2017.Frontier spoke with Ms*** on November 15, and reviewed the above 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 Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he has not received the Amazon gift card promised to him by Frontier and will not pay the
termination fees associated with the offerFrontier has investigated the above statements and offers the following response: Upon investigation, Frontier is not able to issue the gift card on an inactive account.Frontier advises that no termination fees will be assessed to Mr*** disconnected account for this gift card offer.Frontier advises that we will assist Mr*** if he wishes to activate a new account with the eligible products with new terms of agreement on current promotional offers. Frontier spoke to Mr*** on April 24, to advise of the above information and provided direct contact informationWe 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attentionThe Complaint states that: When Frontier took over service from Verizon the Internet service and television service was not working. The
functionality of the Frontier application was not working like Verizon’s application didHe wanted to have the Frontier application operate the DVR function, like Verizon didHe was also told by a Frontier representative he would be getting a credit of $75.00. Mr*** wanted to be sure he received thisFrontier has investigated the above statements and offers the following response: Mr***’s Internet started working and the television service was partially restoredThe On Demand was a fully known difficulty Frontier was having after taking over the service from Verizon. The On Demand function has been restoredThe DVR functionality Mr*** is referring to on the Frontier application is not operational. Frontier does not nor will have that functionality. Our Internet help desk spoke to Mr*** to inform him of this after they investigated the matter. Frontier has also issued the credit of $total with taxes. Frontier Consumer Relations department has attempted to reach him to discuss this with him. We needed to know if it was agreeable to close out this complaint. After several attempts of leaving messages with direct contact information, we had to close out this complaint stating no customer response. A letter is being sent to Mr*** with all the contact information for myself, Kim B***, as I am the one that handled this complaint. If he wishes too, he can still contact me regarding this matter. 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 Mr*** bringing this matter to our attention The Complaint states that: Billing adjustments and correct billing Frontier has investigated the above statements and offers the
following response: Frontier has submitted and approved adjustments on to Mr*** account in the amount of $for the installation charges on 08/29/The account also reflects adjustments of $and $on 08/10/Total credits on the account is $ 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 has reviewed Ms*** account and discovered that her final bill in the amount of $was due to one missing payment and final charges upon closing her account. As a courtesy, Frontier removed
the two late payment fees posted to her account bringing her balance due to $61.22. Payment was received on January 24, 2018. The account has a zero balance. Ms*** had inquired about the $Amazon card offered to her when she signed up with Frontier. In order to qualify for the Amazon gift card promotion offered to her in April as a new customer, Ms*** needed to fulfill her three year term for the Simply Broadband Max and unfortunately terminated her services after four months which disqualified her of the gift card promotionWe 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Matter is far from resolved advised Representative that I need to look at the next invoices to make sure this matter is resolvedIt is NOT resolved at this moment

Thank you for referring the complaint of *** *** to our office for review We appreciate Mr*** bringing this matter to our attention.The Complaint states that:• Mr*** states he moved his service to a new location and he was provided a different account number •
Mr*** states he received bills, one from the old account and one from the new account Mr*** states he was advised Frontier would credit the double bill.• Mr*** states he subsequently received an alert advising he was days late on his credit reportMr*** states Frontier advised there was nothing they could do so he paid the balance. Frontier has investigated the above statements and offers the following response:• Account review shows Mr*** had standalone Frontier Internet and Dish Network services combine billed Mr*** requested his service transferred to a new address on 7/16/The account numbers are based from area telephone numbers and because Mr*** was moving out of the area, the transfer order process required an account number/telephone number change Account records shows Mr*** then disconnected his service on 7/19/16.• Account review shows that Mr*** was not double billedThe last billing statement under the old account number ending in was generated on 7/10/where Mr*** was billed for services from 7/10/16-8/9/The 8/10/bill which generated after the transfer order completed under the new account number ending in shows Mr*** received pro-rated credit of $for Frontier services to the date of disconnect on 7/19/with no new service charges billed by Frontier • Frontier has a billing agreement with Dish Network where Frontier pays the Dish charges in advance and those charges are then submitted on the subsequent Frontier bill The charges reflected on the 8/10/statement were Dish Network charges totaling $that Frontier paid in full to Dish Network prior to Mr***’s disconnect request A Frontier agent entered a credit adjustment for the Dish charges however the credit was denied as these are valid charges Any dispute of charges with Dish Network would need to be directed to Dish NetworkIn this instance, Frontier did provide Mr*** a courtesy adjustment of $on 9/20/lowering his balance to $209.59.• Mr*** was provided monthly billing statements showing the past due as well as reminder notices on 9/7/16, 10/5/and 11/4/advising of the balance owing FrontierAccount review shows Mr*** paid the balance of $on 1/4/17.We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter.Sincerely,Frontier Executive Customer Relations

Frontier’s Business team has done extensive research on the accounts in question.Frontier did bill in error a 2nd DSL (standalone) to *** - Monthly rate was $+ $for static IP =$Minus discount we were crediting $75= $per month over billed for months.When Mr*** called to
request a refund, all that our company policy would give is months back credits which was a credit of $plus taxes which was issued on 1/6/17.The total overbilled for months = $Minus credit $150= $overbilled between 2/8/and 11/18/16.The Business team called ###-###-#### and spoke to *** ***, and explained that Frontier could not offer him a full $credit however instead could offer him a $monthly save credit for months = $-- he declined the offer, stating that they will be leaving Frontier due to this overbilling and our refusal to issue proper credits.Mr*** stated if Frontier would issue the full credit that was owed to him in the amount of $that he would stay with Frontier.A Business supervisor did agree to a full $credit for the overbillingThe Business team is issuing this credit in $increments for months.The Business team contacted Mr*** and he accepted this credit offer.Frontier does apologize for any miscommunication or inconvenience caused