Frontier Communications Corp.

Thank you for allowing Frontier Communications to assist *** *** in this matter.A Frontier representative spoke with *** and then spoke with tech super Antonio who called and expedited for 12/27/2016. Also a credit adjustment was issued in the amount of $

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 that the bill with Frontier is incorrect due to a contract with the former ownerFrontier has investigated the above statements and offers the following response: Frontier advises that the billing is correctFrontier spoke with Ms*** regarding the account on February 22, 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 advises that on October 25, an order was placed to establish Broadband Ultra service with an effective date of October 28th. The order reflects that the customer paid a $deposit to establish new service. A review of the order found that the installation was delayed due
to an issue with the cable. A $credit was applied to the account November 2nd due to the missed commitment on the order for new service A technician replaced the customer’s modem on November 15th and confirmed that the service was working The Internet service was suspended on January 19th due to non-payment as the account reflects that no payment has been received since the service was installed The billing address was updated to PO Box *** on January 30th per contact from Mrs*** as she stated she had not received a bill statement. She was advised that payment is required to restore the Internet service however she was thought that credits were applied that would have covered the billing for a few months. The consultant reviewed the account and advised that there was only one credit of $that was applied in November. A Frontier representative contacted Mrs*** on February 6th to review the above. She explained what had transpired and indicated that they were offered a $credit and a $credit; however the account reflects only a $credit was offered and applied to the account. Mrs*** was advised that she would be due a service credit for the time that the Internet was not working and further review would be needed to confirm the additional credits being offered The representative contacted Mrs*** on February 7th to advise that there was no record of additional credits being offered other than the $credit in November. However in the interest of resolving the complaint, credits totaling $were applied to the account adjusting the first bill as well as late payment fees. Mrs*** was advised that a payment of $is required to restore service

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,
*** ***
Everything is squared away after or calls at to hrs each! I never got a welcome letter and I still feel that they handled the situation poorly!!! I As soon as my contract is up I for sure will not return & will definitely pass this on to family & friends!!! Thank you Revdex.com for allowing me to bring attention to this 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: Ms*** states she was billed for service that she did not have as the Internet service was downFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that the Internet service was down for the month of August A Frontier representative applied an out of service credit in the amount $for one full month of Internet service on October 16, 2017.Frontier has made several attempts to contact Ms*** and was unsuccessful. Frontier mailed Ms*** a letter to provide the direct contact information for a Frontier representativeWe 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 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*** advises she called in to transfer her services to a different address and wanted it done on 07/16/This never happened and Ms*** called in to reschedule for 07/22/and Frontier did not come to transfer servicesMs*** called in multiple times thereafter, and decided to cancel her services on 07/25/Ms*** received a billing for August for active services. The representative disconnected her account on 08/30/Ms*** was charged for services from 07/16/2016-08/30/and an early termination fee she was told would be waivedFrontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Ms*** and advises she did call in multiple times to transfer her serviceFrontier advises no orders were submitted on MsArcher’s behalf.Ms*** received a total credit of $to cover the early termination fee she was charged for, and for services from 07/16/2016-08/30/2016.Ms*** will receive the credit balance of $in the form of a refund check within 60-daysMs*** 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: Gabriela Cobb Department: Consumer Relations Telephone Number: ###-###-#### Ext2611 Fax Number: ###-###-####

Frontier Communications Thank you for referring the complaint of *** *** to our office for review
We appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** states he was not understanding his Calling PlanMr*** states that he is being charged for out of state long distance calls and he thought he had unlimited long distance calling Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Mr*** and advised that the package he has is Unlimited but per Assignment the carrier was incorrect and it was fixed.Mr*** 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 Mr*** has experienced as a result of the above matter Frontier Specialist: Sharie P*** Department: Consumer Relations Telephone Number: ###-###-#### Ext1122650 Fax Number: ###-###-####

Frontier has reviewed Mr***’s account and found on January 31, he contacted Frontier requesting Internet service. An order was placed adding Simply Broadband Ultimate service with the Single Play and Amazon Gift Card promotions effective February 8, 2017. Frontier advises that
the Single Play promotion on the Simply Broadband Ultimate services provides the customer with a monthly rate of $for the 1st year and $the 2nd and 3rd years. Frontier has found that the representative misquoted a rate of $for years and advised that the rate would increase $at the end of the year offerFrontier advises that Internet service speeds are based upon many factors, including, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over timeContact was made with Mr*** on February 26, to apologize for the inconvenience and advise that we would honor the misquoted rate of $through February 7,

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*** is disputing a bill for services from Frontier Frontier has investigated the above
statements and offers the following response: Frontier reviewed Ms*** account and determined that, due to a system error, she was billed incorrectlyFrontier advises that Ms***’s account has been adjusted in full and there is a zero balance.Frontier spoke to Ms*** on January 8, and advised of the above information 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’s Local Manager has advised that this is all set now.The customer called the Local Manager back and advised that his service is fixed.He advised that had been up since January 6, when the technician went out.Mr*** did mention that he was not home last week when the technician
went however did confirm its all setMr*** advised that he will call the Local Manager in the future for any service concerns as he does have her direct contact information.Frontier has issued an out of service adjustment in the amount of $that will appear on the next billing statement

Frontier has investigated the above statements and offers the following response: Frontier waived all installation fees as a courtesy for Ms***.Frontier advises that no additional credits are warranted.Frontier charges a day minimum for services that are kept less than days. 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

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 belowI require an adjustment to my bill to reflect what was told to me by the representative when I switched carriersThey owe me approximately $so far that I was overcharged
Regards,
*** ***

Customer cancelled service and received bills from Frontier after Frontier has investigated the above statements and offers the following response: Frontier has investigated the customer ’s account and determined that it had been disconnected as of July 25, 2016.
Frontier issues two statements after an account is closed. We send a closing statement which give prorated credit back for time billed and not used for Frontier products. This bill will also include any residual charges from other providers such as Dish in this case. The customer will then receive a final bill as well.The Frontier bill dated July 4th 2016, included $in Dish charges. This bill generated before the cancellation date of July 25th, 2016.The August is considered the closing statement and it included prorated credit for Frontier and residual Dish charges of $73.25.Frontier issued credits for Internet service due to customer issues which also appears on the closing statement, $40.16. Frontier advises that when a customer is combined with Frontier and in this case Dish, when Dish sends their charges over, Frontier pays it immediately, and then places those Dish charges on the combined bill. Frontier paid the July Dish charges of $and paid the August charges of $73.25. The customer’s account balance with Frontier is $after the above credits applied. This balance is the Dish portion and needs satisfied. Frontier confirmed with Dish that their separate billing generated on July 27, and timing of separating this out may be confusing. The customer paid the Dish bill of $106.99. The August Dish bill reflects credits given to the customer in the amount of $124.21(which transferred over from the combined billed account from Frontier), this bill included other Dish credits leaving the customer with a credit balance on their end. Again, this is due to Frontier paying those charges upfront and credit being transferred to the separate Dish account; however, the customer has not settled up with Frontier.Frontier spoke with the customer advising they owe $to Frontier, she says she will pay but not satisfied

Thank you for referring the
complaint of Richard
*** to our office for reviewWe appreciate Mr ***
bringing this matter to our attention
The Complaint states that:
Mr
*** claims that he never had the technician come out to the home
Mr
*** claims that he was charged for the tech to come out to the home and
relocate the outlet
Mr
*** states that he should not have to pay these charges
Mr
*** states that his bill was in access of $
Frontier has investigated the above
statements and offers the following response:
Frontier has found that on
July 22, that there was technician was dispatched to the home. His notes read “This job was a service order
the customer reported that he needed a video outlet installed if you wanted a
wolffish I told him it was kind of difficult to wall fish when there's no attic
space I did the install I ran the line from the attic in the corner of the
bedroom staple it nice and neat and the customer was happy and satisfied with
the install this job is complete”Therefore the installation charges Mr***
received were valid charges.Frontier is able to see at
this point Mr*** has received nearly $in credits to this point that
include the installation, late fee and other servicesFrontier was able to see there
were a few payments not made in full on the current balance that caused the
balance to go 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

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,
*** ***
Frontier credited some charges after I made the complaint but have not received a call from themThey say having attempted contact, however it that was the case a message should have been left in case I was unable to get the callMy email is also known to them and do not have any messages in that form eitherI paid $as they have me in collections and cannot have my credit be damaged by their mistake and continued disserviceAdditionally, we asked them to give us a new router/modem as the old equipment has been failing, to the extent wireless connection ineffectiveness forces us to use our phone dataWe have asked them twice and it has been promised to be sent by mail twice, still no modem has arrived. I would like to be credited the excessive amount I already paidhave a new modem/router and better wireless internet services as wellIn the event they have forgotten my phone number ###-###-#### here it ismy personal email is ***.***@yahoo.comI hope this can be resolved soon, as it has been months of waiting since Verizon made the changeWould like to request someone in the USA to help us not the outsourcing folks in the Philippines that have no clue how to handle these issues and whom we have been dealing all this time

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** advises there was a security deposit requested by Frontier on September 26, 2016. Ms*** advises she cancelled her order on September 26, and requested Frontier refund her depositMs*** states she was told it would take 3-business daysMs*** advises the deposit has not been received yet Frontier has investigated the above statements and offers the following response: Frontier advises the records have been reviewedRefunds can take up to ninety daysHowever, Frontier records show the deposit should be received no later than November 21, Frontier has was unable to reach Ms*** concerning this matterFrontier has left messages and sent an Email with Frontier direct contact information. We trust that this information will assist you in closing this. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

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 Frontier has increased the price of his service without explanationFrontier has
investigated the above statements and offers the following response: Frontier reviewed Mr***’s account and determined that charges are correct.Frontier advises that Mr*** had a credit that expired in December of Mr*** called Frontier and the credit was reapplied to his account.Frontier advises that discounts are shown on Mr***’s statement with an expiration date on them.Frontier advises that Mr***’s current offer is good until June of 2018.Mr*** was advised of this information via emailWe 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 find that this resolution is satisfactory to me However, if it is not fixed in a VERY timely manner, I will open another caseThis has already been going on for monthsHopefully escalating it to a MASS OUTAGE (which is exactly what is going on), will get some results and relief for us all here
Regards,
*** ***

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*** advises she upgraded to 30/internet speed and was not advised of any upgrade fees
Ms*** advised her router is not working well and she was not shipped oneFrontier has investigated the above statements and offers the following response: Frontier has credited the $ Broadband install fee.Frontier spoke with Ms*** on August 31, advised of the creditMs*** will contact me once she is back from vacation after September 12, to have our technician review internet speed and router, and if necessary send technician to her homeWe 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 Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advised that Frontier technician damaged certain areas of her propertyMs*** would like Frontier
to repair the damage Frontier has investigated the above statements and offers the following response: Frontier technician spoke to Ms*** and has made arrangements to repair damage. Ms*** is satisfied with this resolution 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