Frontier Communications Corp.

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. They say that my address is not capable of getting those vantage speeds but you can see by the document attached they are clearly telling me it is as of just a few days ago. They are false advertising getting people to sign up for a service they can not deliver on. I took the day off of work without pay to be home for the day of my installation only to be called 3 hours before my install to say they could only offer speeds of 6.9mbps. Now they say we can do bonded internet and get speeds of 12mbps. But clearly customer service both online and when you call and telling me that my address qualifies for vantage internet. I don't believe it's fair for big companies to false advertise especially when it cost the consumer money and they can't even get the service they signed up for. I have no problem signing up with frontier if they can offer me the vantage internet as I was promised. If they can't then I should be compensated for the time lost from work, and some compensation because since I cancelled my time warner internet when I resigned back up under now Spectrum they did away with my old plan so now I'm paying $20 more a month. I would have kept my old plan but because of frontier's false advertising it cost me a days pay plus $20 more a month. That's not fair to consumers like me who live roughly paycheck to paycheck. Regards, [redacted] ***

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he is not receiving the promotional price that was quoted to him by FrontierMr [redacted] also advises that he was billed for a shipping charge for something he never receivedMr [redacted] is requesting this fee be adjustedMr [redacted] is also requesting that the charges for the Frontier secure identity theft protection be adjustedFrontier has investigated the above statements and offers the following response: Frontier records show that Mr [redacted] upgraded his service to receive the Broadband Max Internet for $19.99, the Unlimited local and long distance service for $and the Frontier Identity protection for $Frontier advises that the cost for these services are $per month before applicable taxes and surchargesFrontier advises that there is a $programing fee charge for the change in the Internet service which is labeled as shipping and hand***g fee on the statementFrontier advises that this is a valid charge and will not be adjustedFrontier advises that the Frontier Identity protection was removed on June 13, Frontier advises that there were partial credits issues for the Frontier Identity protection in the amount of $that were reflected on the July statementFrontier issued an adjustment as a courtesy in the amount of $for remaining credits for the Frontier Identity protection and will be reflected on the next statement.Frontier advises that several attempts were made to contact Mr [redacted] to discuss this issue further but was unsuccessful speaking to him.Frontier has mailed Mr [redacted] a letter with direct contact information if he needs any further assistanceWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Frontier reviewed this account and advises the account has been closed since August 27, and is with an outside collection agency Frontier advises if there is a dispute for this concern, Ms [redacted] must call ###-###-#### to address this debt disputeFrontier apologizes for the inconvenience the customer has experienced however this is our final response

Thank you for referring the complaint of [redacted] B [redacted] to our office for review We appreciate you bringing this matter to our attentionThe complaint states that: • Mr [redacted] advised on 2/13/he requested to disconnect his service However, the service continued to bill through June 2017, • He spoke to a Frontier Representative on 6/5/who advised he would have to pay $ Then an hour later the same Representative called him back to advise he needed to pay the entire amount approximately $Frontier has investigated the above statements and offers the following response: • Mr [redacted] had Digital Phone Unlimited $30.99, Broadband Max $totaled $ Additional services: Non-Published Listing $bundled with DISH Network $plus taxes and surcharges • A disconnect order was submitted on 1/25/17; however, on 2/8/Mr [redacted] advised he was porting his service to another provider The previous disconnect order was cancelled; in order for a port out request to process properly The existing service has to be active (dial tone has to exist) and there cannot be any pending orders on the Frontier account during the port out process• The telephone service ported on 2/14/and credit totaling $reflected within 1-billing cycles on the 4/25/billing statement The same billing statement reflected a past due amount of $ Once the $credit was deducted from the $the remaining balance totaled $and reflected on the 6/25/billing statement• Frontier applied a one-time credit of $plus taxes totaling $to settle this dispute The last payment received on 1/17/for the December billing statement totaling $ The balance has been reduced to $ The remaining balance is for DISH Network charges billed January through March • It is the customer’s responsibility to contact the third party (DISH Network) to cancel the video service or have the service billed separately • Our expectation is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again

Frontier has investigated the above statements and offers the following response: We successfully reached Mr [redacted] on January 3, and advised the current monthly rate is $plus taxes and surchargesThe old term expired 11/18/and the November bill was the first bill after the new plan was established; this caused the bill to increase due to prorated charges that reflected on the billIn addition, the bundle discounts did not reflect on the November bill; credits were issued and reflected on the December billing statement.The December bill had a past due balance of $Another change was made at the customer’s request in November causing prorated charges on the December bill along with FiOS TV setup or activation fee Credit was issued on December 21, reducing the balance to $ Please allow 1-billing cycles for all credit to reflect on the billing statementMr [redacted] was provided the above information and we confirmed there is a pending order to port his service to another provider on January 10, 2017.Finally Mr [redacted] was provided our contact information should he have additional concerns We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she is not receiving the promotional price that was quoted to her by FrontierMs [redacted] states she was offered a rate of $per month for two yearsFrontier has investigated the above statements and offers the following response: Frontier records show that Ms [redacted] contacted Frontier on July 11, and was offered a promotional rate of $per month with an additional discount for the first six months for a rate of $per month for a 2-year termFrontier advises that this is for the telephone, Internet, and television plan which also includes the equipmentFrontier records show that Ms [redacted] agreed to these termsThese rates are before applicable taxes and surchargesFrontier advises that the order was placed for new services on July 11, Frontier advises that the promotion offered in Ms***’s area is to have a bundled rate of $for telephone, Internet, and television serviceFrontier offers includes an additional $discount for the first six monthsThe promotion also provides free HBO for the full two-year term In addition, there is a monthly cost of $for the router provided and with this promotion, the first months are free and there is a %discounts for the remainder of the termFrontier advises that the CHAT record attached is not the original offer that Ms [redacted] agreed to over the phone and is not a valid offerFrontier advises that all statements have been reviewed and are being billed correctly for the services that Ms [redacted] has subscribed to and promotion that she is onFrontier spoke with Ms [redacted] on January 23, 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 [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Customer had no TV service since April 1, and would like the TV and Phone service removed Frontier has investigated the above statements and offers the following response: Frontier has removed the TV and phone service from the account, July 11, The customer was issued a credit of $on September 1, to cover the dates of July 12, to August 31, As well as a credit of $for the dates of June 4, to July 12, which will appear on the customers following bill October 1, In total the customer is receiving a credit for the total amount of $for the amount of daysThe customer is satisfied and has my direct contact information We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for review The Complaint states that: Mr [redacted] advises Frontier has continued to bill for services not rendered Frontier has investigated the above statements and offers the following response: Frontier advises Mr***’s accounts have $balances and he will be receiving a refund for credits applied after disconnection in the total of $23.17.Frontier has attempted multiple times to reach Mr [redacted] and has been unable to reach him.Frontier has supplied the appropriate credits to the account and supplied Mr [redacted] with direct contact information for further concernsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he is experiencing intermittent speed and connectivity issues with his Internet service from FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WIFI network interference Customer speeds may vary over time Frontier attempted to reach Mr [redacted] to advise of the above but was unsuccessful Frontier left a message on January 31, that provided direct contact information We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionAccording to the complaint:Mr [redacted] advises he does not want a two-year commitment with discounts only for first year.Frontier has investigated the above statements and offers the following response:Frontier advises Mr [redacted] ’s package is $before taxes and surcharges for one year with no term commitmentFrontier attempted to read Mr [redacted] to advise of the above but was unsuccessfulFrontier left a message for Mr [redacted] that included direct contact informationWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience the customer has experienced as a result of the above matterFrontier Specialist: Stacie B [redacted] Customer Relations Telephone Number: ###-###-####

Thank you for referring the rebuttal of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Rebuttal states that: Mr [redacted] states Frontier has agreed to honor the original price quoted for one yearHe advises he will verify the next few statements and if correct will consider the matter resolvedFrontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] was misquoted and we will honor that for one year as he was promised, at the price of $86.28, starting with his October 4, statement and going thru his October 4, statement.Frontier spoke to Mr [redacted] and advised of the above statementsWe have set a follow up to manually adjust Mr***’s account to honor the price quoteWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that Mr [redacted] has been experiencing Internet outagesFrontier has investigated the above statement and offers the following response: Frontier has repaired Mr [redacted] ’s Internet service issues Frontier dispatched a technician to Mr [redacted] ’s residence on May 5, The Frontier technician diagnosed the problem causing these Internet issues as a problem with his modem and left a new modem for Mr [redacted] Frontier contacted Mr [redacted] and verified that his service is working fine nowFrontier’s policy is to issue an out of service credit when a customer is without their Frontier service for any time over hours Frontier has applied an out of service credit $to Mr [redacted] ’s Frontier accountMr [redacted] knows to contact Mark H [redacted] at ###-###-#### for any further issuesWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Thank you for referring the rebuttal of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Rebuttal states that: Ms [redacted] advises that Frontier never informed her that a contract would be required in order to qualify for the Amazon gift card Ms [redacted] advises that there is a discrepancy with the amount that she was told she would be billed per monthFrontier has investigated the above statements and offers the following response: Frontier advises that in order to qualify for the $Amazon gift card, a 2-year contract is requiredFrontier also advises that the customer could select the option to have no contract and no early termination fee, but she would be unable to use the gift card Frontier advises that going forward, her monthly rate before taxes and surcharges will be $ With taxes and surcharges, the total will be approximately $177.17, but the taxes and regulatory fees can vary and are subject to changeFrontier advised Ms [redacted] of the above statements on September 14, We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention The Complaint states that: Services were billed after Mr [redacted] requested to have account disconnected Frontier has investigated the above statements and offers the following response: Our records indicates we received a request from another carrier to Port-Out phone lines for June 2, 2016.Once the numbers were ported, there was early termination fees applied to both lines; in addition, FiOS internet service were under a year contract from Verizon; which was to end November The early termination fees total $for FiOS internet + $per line (2).Frontier did not received a request to disconnect the remaining lines, so therefore, they remain active until disconnected for non-paymentThe final billing amount for the remaining lines is $1,No credits are warrantedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced because of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] has been looking for an upgrade for her services since December 15, Frontier has investigated the above statements and offers the following response: Frontier has installed the upgrade for Ms [redacted] Internet January 28, 2017.A Frontier Representative left a message for Ms [redacted] with contact information if there are any further concernsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] - [redacted] to our office for reviewWe appreciate [redacted] - [redacted] bringing this matter to our attention The Complaint states that: [redacted] - [redacted] advises that she called to return a set top box and her services were changed without her knowledge Frontier has investigated the above statements and offers the following response: Research shows Ms [redacted] - [redacted] previously subscribed to the Frontier Freedom Plan with 50/data, Extreme HD Tv, set top box for $This excludes promotional discounts and applicable taxes and surcharges.Research shows Ms [redacted] - [redacted] subscribed to the FiOS TV promotion $17.00cr and FiOS discount term promotion through 11/23/$20.00cr.Records show service order [redacted] completed September establishing the EDL Fios FDV 50/Enhanced tv and room equipment for $before tax.Account notes show Ms [redacted] - [redacted] spoke with a Frontier representative on October 22, advising she did not request the changeRecords show a credit for $was applied on December 30, and reflects on bill date January 28, 2017.Unfortunately Frontier is unable to restore the contract Ms [redacted] - [redacted] previous commitment dateHowever, should she choose to take her service to another provider I will waive the early termination fee, should one be applied We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] *** may have experienced as a result of the above matter Frontier Specialist: Amy B [redacted] Department: Consumer Relations

Customer Name: [redacted] Phone: ###-###-#### Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] was charged an early termination penalty and he was advised that he would not be charged Frontier has investigated the above statements and offers the following response: A Frontier Representative spoke with Mrs [redacted] on September 20, Frontier has reversed the early termination fee and explained the remaining balanceFrontier has emailed Mrs [redacted] the May, June and July billing statements and gave contact information if she had any further concerns We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] 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 [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I just recieved my bill and noticed that it doubledI contacted a customer service representive and she was no help at allI have been a customer for years and I was told I was charged for the shipping of the new modem and that my bill would be dollars more than before because I had fiber wiring in my homeI was told locally when I was fighting to get my service transferred that my price wouldn''t change and now it is dollarsI can't afford to pay that a monthI am a single mom who just lost her job and being lied to by frontier on pricing and being charged for something I was never charged for in the past when I moved to the last places and put new modems in If there was another option for internet I would go with itFrontier is the worst and they claim to be customer focusedLIE they don't care about their customers instead of charging them more and more without notice fix my pricing back to what it normally is or get your [redacted] Regards, [redacted]

Thank you for referring the complaint [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she signed up for Frontiers Internet for speeds as fast as 24Mbps but has never received these speedsMs [redacted] states she has never gotten over Mbps.Ms [redacted] is requesting the early termination fees be waivedMs [redacted] is also requesting a refund of all money that was paid to FrontierFrontier has investigated the above statements and offers the following response: Frontier advises an order was completed on October 20, to upgrade Ms [redacted] to the Simply Broadband Ultimate; however, there was an error with the order and the upgrade to the service was not completed correctly.Frontier advises that there are currently no promotions on Ms [redacted] ’s accountFrontier advises that if Ms [redacted] choses to terminate her frontier services at this time there will be no early termination feeFrontier reviewed Ms [redacted] s statements and advises that the November to February statements will be adjusted to the Simply Broadband Ultra rate of $which includes the promotional discountFrontier advises that the total adjustments that are due to Ms [redacted] is $Frontier advises that an adjustment of was applied to the February statement for missing promotional discountsFrontier issued an additional adjustment in the amount of $on February 22, that will be reflected on the next statement issued on March 13, Frontier advises that several attempts were made to contact Ms [redacted] to discuss this issue further but was unsuccessful speaking to her further.Frontier has mailed Ms [redacted] a letter with direct contact information if she needs any further assistance We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that:Ms [redacted] states that she placed an install order and sent in lease information, and couldn't get verification as to when service would be installed.Ms [redacted] would like to know when service would be installed.Frontier has investigated the above statements and offers the following response:Frontier reviewed the account and service was installed on 07/29/2017.Frontier spoke with Ms [redacted] and verified service is working, and no other issues.We trust that this information will assist you in closing this complaint We apologize for any inconvenience the customer has experienced as a result of the above matter.Frontier Specialist: Joe K*** Department: Customer RelationsTelephone Number: [redacted] ***