Frontier Communications Corp.

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 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

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 *** *** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: *** *** states that Frontier owed a credit of $to him*** *** states Frontier employee was scheduled
to hook him up with service and he never showed up but started billing himHe states he paid collections $Frontier has investigated the above statements and offers the following response: Frontier spoke to *** *** on December 12, and informed him Citibank sent a refund of $to himHe states he never used the Citibank refund card and wanted to file a fraud claim*** *** states he called Citibank on December 13, and they are sending him a fraud packet and they will assist him further*** *** also wanted assistance on $payment he paid on 562-592-he states his service was never activated but paid the bill because he didn’t want bad creditThe account 562-592-was sent to an outside collection agency and per Frontier collections department *** *** has to call them directly to file a claim/dispute.*** *** called December 14, stating outside collection agency did not help him and wanted a call backFrontier attempted to call *** *** several times and he was not available so messages were leftFrontier mailed a call me letter January 2, We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that he 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

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

Thank you for referring the complaint of *** *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that Ms*** is experiencing issues accessing Video on Demand during the transition from Verizon to FrontierFrontier has
investigated the above statements and offers the following response: Frontier understands that some customers experienced issues viewing the previously available Video on Demand content during the transition from Verizon to FrontierVOD is now available, and Frontier is continuing to add more titles each day, including those movies and TV shows previously purchased by the customersFrontier apologizes for any inconvenience this may have causedWe spoke with Ms*** and issued her a credit of $to her accountMs*** knows to contact *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

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,
*** ***

Frontier CommunicationsThank you for referring the
complaint of Todd
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Mr*** advises that the price he was quoted for services was not reflecting on his billFrontier has
investigated the above
statements and offers the following response:After a review of the account, we have confirmed the one of the promotional discounts was not activatedAs of 01/04/the promotional discount has been activated on MrBaden’s accountFrontier records also reflects that Mr*** was issued credit for the missing discount in the amount of $39.72.We have also applied a customer value discount for the next months in the amount of $40.00We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that MrBaden
has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager

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!

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: ###-###-####

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.Fronteir overcharged us by more than $in the month of November which they forced us to pay by holding our internet service hostage, even though we made our regular average monthly payment The refunded "prorated charges of $311" are in further excess for charges that we incurred during the dispute processWhich has now gone on so long that now they can claim they have no record of it
Regards,
*** ***

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 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*** advises that the price he was quoted for services was not reflecting on his billFrontier
has investigated the above
statements and offers the following response:After a review of the account, we have confirmed that Mr***’s promotional discounts did not reflect on his billFrontier records reflects that credits have been issued on the Mr***’s account in the amount $for the missing discount.An additional credit was issued in the amount of $on February 2, 2017.Please allow 1-bill statements for the credit to reflect on the billWe 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 Manager

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 when he had Verizon he was talked into changing from the DSL internet to the FIOS internet at
the same price of his DSL.Mr*** advises he was told by Verizon that his monthly bill would be $52.84, but when he received his bill with Verizon it was much higher.Mr*** states that Verizon finally fixed his bill so it was the $per month.Mr*** advises Frontier took over his account in April and his bill started to go upHe contacted Frontier by chat and was advised that his promotion had ended.Mr*** states he was told by Verizon that he was not on a promotion, that he would receive the $indefinitely.Mr*** states that he advised Frontier if he could not have the $price that he wanted to change back to DSLHe was told by Frontier that he could not be changed back to DSL.Mr*** states that he was perfectly content with the DSL, and if Frontier cannot or will not honor Verizon’s agreement, then he wants to go back to the DSLFrontier has investigated the above statements and offers the following response: Frontier took over Mr***’s account from Verizon on April 1, Mr***’s account came over to Frontier with a Verizon promotional credit of $that ran from June 18, through June 17, The promotion was stated on the Verizon billing statement and the Frontier statement with the promotional end dateFrontier has advised Mr*** of this promotional period and that Frontier did honor itFrontier has put Mr*** on a Frontier promotion where he is saving $each month for one year through July 13, 2017.Frontier has offered Mr*** to downgrade to the DSL service for $per month, which would reduce his bill to approximately $56.xx per monthFrontier has talked to Mr*** about his Estimate billing statement that he had received from Verizon when he had themFrontier has explained to Mr*** that it only shows that Verizon was giving him an estimate and that it was not his actual billWe 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 *** *** bringing this matter to our attention. The Complaint states that: Ms*** states she does not agree with the response and that she requested to cancel her services in May Ms*** states she works from home and the repair due date that was given was to far out for her to waitMs*** states she had another provider install service the next dayMs*** is disputing the balance Frontier has investigated the above statements and offers the following response: Frontier reviewed the case and we do not show any records of Ms*** calling in to disconnect her service.In order for Frontier to issue credit we would need a order number or confirmation that the service was cancelled in May

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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: *** *** states she requested to move/transfer service and experienced several delaysShe wanted internet only and
states Frontier closed the account and now she is being told she has an outstanding bill due even though she never asked for the account to be closed.*** states she was told Frontier would do a payment arrangement and they would send her a payment schedule for the rest*** *** states she was told she could apply for a lifeline discount but that never happened.*** *** states her monthly rate for internet kept climbing and it should not have*** *** states service is now disconnected and Frontier has been charging months at the higher priceShe wants credit for the difference*** *** has two different accounts with Frontier and both are disconnected but *** states she is still being billed for one like it is still active. Frontier has investigated the above statements and offers the following response: Frontier advises *** *** ported the account billing telephone to another provider which disconnected all the services and not just the phone portionFrontier advised *** *** to qualify for Lifeline service for internet she must subscribe to a minimum of 12Mbps.Frontier advised lifeline was not applied to her account due to having a port freeze because she already had lifeline on another account and has to wait one year in order for the freeze to come off to be eligibleFrontier issued an adjustment for the difference in high speed max compared to high speed Ultra internetFrontier has agreed to honor any pre-existing payment arrangements with a “good faith” down payment.Frontier explained to *** *** that she needs to clear up her final balance in full in order to re-establish service going forwardWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that she 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
From the start Frontier has lied to me to get my business...I was told by Frontier that my bill would be about $+ fees. I have yet to see a billing for $115. After speaking with Frontier on 11/7/their repsaid my billing would be $+ fees. True that's not a lot of money difference, but it is the fact that they lied to me just to get my business. If I lied about a premium just to get business the State of Oregon would take my license
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 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,
*** ***