Frontier Communications Corp.

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 did not receive $ with taxes for a new bundleMs***
advises Frontier charged her a $early termination fee in errorMs*** advises she did not received a confirmation email explained her breakdown and contract termFrontier has investigated the above statements and offers the following response: Frontier advises Ms*** has a contract with Verizon that expired December for $ plus taxes/feesOnce this contract expired Ms*** bill would have increased $ for the expiring Verizon promotions.Frontier advises Ms*** then changed to a new year contract Frontier bundle in December to $ plus taxesThe bundle would have been lower due to a removal of Frontier Secure $ , which Ms*** later removedThere was also a rebundle done March to try and lower her bundle again, however it did not change as Ms*** was already receiving all promotions availableThis price was reflected on the bills before taxes along with her contract discounts.Frontier advises we are not able to quote taxes, the contract term is printed on the bill every month, and we do not send out confirmation emails with breakdownafter bundle changes.Frontier spoke with Ms*** August 10, and explained the above and that the $ ETF fee is valid as there was a contract and contract discounts given to her since December 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 Mr*** bringing this matter to our attention The Complaint states that: Mr*** states he is unhappy with the speed and price of his internet servicesMr*** states he has been
contacting Frontier for several years and would like this issue fixed and has been told in the past the slow speeds he has experiencing would be resolved Frontier has investigated the above statements and offers the following response: Frontier advised Mr*** of the maximum speed availability at his location and that his price is correct and reflective of his programmed speedsFrontier did advise Mr*** that due to his location and the usage in his area, he may experience congestion and slower speeds at timesFrontier will contact Mr*** if we receive any update in the near future that might provide him with faster speeds 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: Under Frontier tariffs, we are not responsible for lost wages or lost businessFrontier create trouble ticket *** on 01/and was completed on 1/Another trouble ticket *** was issued on 01/and
completed on 02/A Frontier consultant has contacted Mr*** and advised the max speed available is up to downloads MBPS.Frontier will adjust a month worth of Internet service at $and also a courtesy adjustment for $

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

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

According to our records, a Verizon representative spoke to *** *** on March 25, regarding the error message he receives that prevents him from accessing his account onlineThe representative sent a referral to our IT department to determine the cause of the issueAlso effective April
1, Mr*** will need to register at Frontier's official web site as Verizon services in Florida have been purchased by Frontier

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Customer was misquoted her monthly reoccurring price Frontier has investigated the above
statements and offers the following response: Frontier tried to reach out to the customer to times in regards to her complaintMs*** was not able to get to a phone to contact usWe have provided her contact information for when she is able to reach out to us 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 you bringing this matter to our attention The Complaint states that: Monthly rate should have been $a month Frontier has investigated the above statements and offers the following response: The information provided by Frontier is directly related to information obtained during the investigation; which is based on Frontier’s account notes from billing, sales, tech support, and the order history. Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** has experienced because of the above matter

Frontier Communications Thank you for referring the complaint of Mrs*** to our office for reviewWe
appreciate Mrs*** bringing this matter to our attention The Complaint states that: Mrs***’s complaint states that she called to start service with a Verizon offer for high speed internet for $for life and that Frontier has increased her internet to $per monthFrontier has investigated the above statements and offers the following response: Frontier records show that Mrs***’s internet did increase, in November 2017, by $per month for internet service from $due to a rate increase. Frontier records demonstrate that Mrs*** was incorrectly moved to an everday low pricing package.Frontier has corrected the product codes to add the account back to the Price for Life.Frontier has generated a credit of $effective immediately for the months of December until April 2018.Frontier apologizes to Mrs*** for the error and inconvenienceWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Mrs*** may have experienced as a result of the above matter Frontier Specialist: Donna M*** Department: Executive Customer Relations Telephone Number: ###-###-#### Fax Number:

Frontier CommunicationsThank you for referring the Rebuttal of Mrs*** ***-*** to our office for reviewWe appreciate Mrs***-*** bringing this matter to our attention.The Rebuttal states that:Mrs*** ***-*** reports intermittent internet service and slow
speeds.She has advised
her issue not be closed until difficulty with internet service is
resolvedFrontier has investigated the above statements and offers the
following response:Frontier apologizes for Mrs***-***’s internet difficulty.We confirmed today, December 13, that there is no outage in Mrs***’s area.We further advise that she is in a high-demand and heavily congestion area.No relief is in sight, at this time.Frontier Repair advises that Trouble-shooting can identify possible line trouble and determine if a technician will need to be dispatched to her home.We continue to offer technical support and assistance at any time, hours a day at ###-###-####.We trust that this information will assist you in updating this
complaint. Frontier
Specialist: Bridget
G*** Department: Executive Relations Telephone Number: 1/###-###-####
Ext.*** Fax Number: ###-###-####

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: Mrs*** advises that her Frontier billing had increased and she decided to cancel
services but was not able to reach FrontierMrs*** states she was able to speak with Frontier on December 15, and agreed to stay with Frontier for $ a monthMrs*** advised that her phone was out of service between December and December 18, She also received a new bill for $ Frontier has investigated the above statements and offers the following response: Frontier advises that we reviewed Mrs***’s accountHer bill did increase due to three month promotions that expired December 4, for premium channels in the amount of $ 49.99, Equipment discount in the amount of $ 10.00, and TV discount in the amount of $ 20.00.Frontier advises that Mrs*** did speak with Frontier on December 15, and re-bundled her package with a new year price plan for about $ after taxesMrs***’s bill printed on December 10, 2016, which was before she agreed to the re-bundleWe did advise Mrs*** the order was placed correctly and will show on her next print date of January 10, The bill will be back dated to December 15, 2016.Frontier also advised that we credited her two days of no phone service from December to December 18, We 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

Frontier has investigated the above statements and offers the following response: Frontier has credited Mr***’s account as a one-time
courtesy.Frontier has ensured Mr*** he will receive the gift card via electronic mail.Frontier has spoken with Mr***, ensured satisfaction and provided the contact information noted below 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 below
The promotional offer was clearly for a $gift card when new service for TV, phone, and Dish TV was set up, which I did. I was only sent $200. It was confirmed by a customer service rep named Joana when I called for service (multiple times) that was the promotion I was signing up for. It was also confirmed via Frontier customer service chat in January that I was eligible to receive $400.
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier advises, due to an initial isolated agent error, a discount was offered for product or service that was not eligible for the discount, resulting in an inaccurate quote.Frontier advises that since the
initial contact the product or service that was ineligible has been switched to an eligible service for the discount.Frontier spoke with Ms*** on January 17, and provided the expectation regarding the monthly recurring charge for the next billing cycle, based on the discounts that are now applied to the accountFrontier provided Ms*** the assigned representative’s contact information for any future questions or concerns 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. Frontier reached out to me to resolve my issues and service technician and agent who called was courteous and professional
Regards,
*** ***

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,
*** ***
To the Revdex.com I cannot attach the bills that I have recieved for the last year but on each bill you will see a error in the billing ranging from to dollars or more each monthThe major issue is that the inability of the cable company to give a proper bill and not waste between one to two hours a month of my time fighting for a correction to the bill

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr*** states he is not receiving his full internet speedsFrontier has investigated the above statements and offers the
following response: Frontier spoke to Mr*** on September 20, 2017, he has confirmed that Frontier’s technical support group has resolved is internet issue, and provided our direct contact information if he needs any additional assistanceFrontier has issued a $credit to Mr***’s account for the issue with internet service 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 review. We appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she has had problems with her Frontier internet service in that it has been very
intermittent and running at a slow speed. Ms*** advises that she should be paying $per month plus tax for her home phone and internet servicesFrontier has investigated the above statements and offers the following response: Frontier advises that a technician was sent out on December 23, and repaired Ms***’s internet service by programming the customer’s port correctlyFrontier advises that the customer’s correct monthly rate for the phone and internet services is $plus tax.Frontier advises that Ms*** sent an email to Frontier on December 23, 2017. She stated that her internet service is running faster now, at megabits per second as opposed to the previous speed of less than megabit per second. She also advised that the picture and the text is much clearer now.Frontier spoke with Ms***’s husband on December 26, 2017, who confirmed that the service is working properly and is satisfied. 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe remaining issues I have are with the policies that Frontier is operating with1) They sell their "Up to Mbps" product AS Mbps2) When ordering new service they do NOT inform you of the actual speed cap at your address3) The technicians close the trouble tickets WITHOUT verifying the service is operating correctly4) Trouble Tickets opened by the customer can and will be closed by someone elseThis is counterproductive at best, downright theft the rest of the timeRegards, *** ***

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*** states that he had been experiencing intermittent speed and connectivity issues with his Internet service with Frontier Frontier has investigated the above statements and offers the following response:Frontier investigated Mr*** account and advises that there was an issue with the Internet service in MrSinger’s areaFrontier records show that the first report from Mr*** that his Internet services were not functioning properly was on October 26, 2016.Frontier advises that a repair ticket was issued on November 23, 2016.Frontier advises that Mr*** terminated his service on November 23, 2016.Frontier issued an adjustment for the loss of Internet service from October 26, to November 23, in the amount of $Mr*** was also issued an adjustment in the amount of $for the inconveniences that he has experiencedFrontier spoke with Mr*** on December 1, and reviewed this information with him.Mr*** is satisfied with the adjustment. 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