Frontier Communications Corp.

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] states that his card was charged twice for the same billWhen he call Frontier to get this corrected, he was advised that Frontier would not issue a refund even though the money never should have been taken in the first placeFrontier has investigated the above statements and offers the following response: Frontier records show one payment of $processed on 2/16/via Frontier’s automated phone payment systemOn 2/24/2018, a second payment of $was made using Mr [redacted] ’s online billing accountFrontier records confirm that at the time of Mr [redacted] ’s payments, the additional amount was owed for services previously providedMr [redacted] 's balance was past-due and was scheduled for imminent service interruption.Frontier’s billing system received a valid payment on an amount dueAt this time, we are unable to refund money paid to an account that was past due.Frontier advises that Mr [redacted] has access to view any pending and previous payments made in his online billing accountReview of this information is advised to avoid future accidental paymentsWe 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 attentionThe Complaint states that: Ms [redacted] states that she has contacted Frontier several times over the last month to get Internet and phone serviceMs [redacted] would like Frontier to install her services Frontier has investigated the above statements and offers the following response: Frontier advises that we have attempted to contact Ms [redacted] on several occasions, each time leaving messages with our contact informationFrontier has not heard back from Ms [redacted] as of todayFrontier is sending a call me letter in the mail today in an attempt to make contact with Ms*** We trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] have 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: Ms [redacted] advises that she was overbilled on her Frontier account Frontier has investigated the above statements and offers the following response: Account research shows Ms [redacted] has carried a past due balance since February 09, 2016.Records show Ms [redacted] was receiving a $HBO promotion credit which expired May 26, 2016.Research shows FiOS TV Promotional credit for $and $were removed in errorResearch shows a promotional credit of $15was removed in errorThis credit was schedule to expire May 26, (Total of $in discounts removed).Records show service order [redacted] completed November 28, disconnecting serviceRecords show credits totaling $were applied November 4, for the FiOS Voice discountsOn February 2, credits totaling $were applied for the remaining missing discount (6mnths x $30=$180).Records show on February 20, credits totaling $ This will reflect in one to two bill cyclesAt this time all warranted credits have been applied, Ms [redacted] has a balance payable and due of $ 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

Frontier has investigated the above statements and offers the following response: Frontier confirmed that a Technician went out on April 19, The Technician added/repaired jacks and switched the cords to the single phone which corrected MrLee’s service issues.Frontier advises there is a minute minimum charge of $for a Technician visit.Frontier verified Mr [redacted] has two (2) “Technician Labor 1st Minute” charges appearing on his April billingFrontier has credited $to cover the duplicate Technician Labor chargeFrontier advise not able to reach Mr [redacted] by phone and there is no emailWill be sending an letter 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 CommunicationThank 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 upset that their services have been disconnected and they need their FIOS services so that their children can do their homework for school (Rebuttal) Customer disagrees with the payment results previously presented from Frontier, that feels is not resolved Frontier has investigated the above statements and offers the following response:Frontier investigated and has found that the account has been disconnected for non-payment multiple times, due to inaccurate card information on file.Customer has updated their account with different card information multiple times, however it has failed to process through, due to discrepanciesOn November 22, 2016, account information was verified, and a payment posted to the account for $on November 22, which brought the account to a zero balance(Rebuttal) Frontier account records have been updated at this time.Customer can also go online and update their credit card information themselves if this is more convenient, and check it for themselves and make any changes/updates.Once a account has been placed back on auto payment, it can take up to 1-bill cycles to take effectI show this was corrected on November 22, We trust that this information will assist you in closing this rebuttal complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.Frontier Specialist: James N*** Department: Customer Relations

The Complaint states that:• Ms [redacted] states her mother’s phone has been out of service since December 3, 2015.Frontier has investigated the above statements and offers the following response:• Frontier investigated the account for [redacted] and determined a repair ticket was issued December 3, and closed December 14, with repairs to the lineFrontier spoke with Ms [redacted] to confirm her line was clear on December 14, Frontier has issued out of service credit of $and a missed commitment credit of $Frontier apologized for any inconvenience Ms [redacted] may have experienced due to this service issue

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I accept as long as they follow thru and refund what is due Regards, [redacted] ***

Hello Team,Please find attached response for [redacted] ***The refund has more than likely been received It was sent on August 9, 2016.Thank you

Frontier’s record shows the phone and video services where disconnected at the request of the customerThe remaining data service was connected on 05/20/with Move Order [redacted] billed on account ###-###-#### Frontier issued a $credit to zero out balance on TN ###-###-#### and will follow up to verify that the January 13th bill shows a zero balance A ticket Internal was issued to correct Frontier’s records going forward

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Thank you so much for prompt and successful management of my problem with Frontier Communications, they have called and settled the dispute I had with them # [redacted] , I truly appreciate your help. Thank you again. [redacted] Regards, [redacted]

Thank you for referring the complaint of [redacted] to our office for review. We appreciate Ms. [redacted] bringing this matter to our attention. The Complaint states that: Ms. [redacted] states that she was advised there would not be a termination fee for cancelling her services with Frontier Communications.Ms. [redacted] states that she should not be billed the full termination fee for cancelling services. Frontier has investigated the above statements and offers the following response: Frontier stands by its original response to the customer. A review of this account shows that Ms. [redacted] was in a contract that was committed through July 27th of 2016.Ms. [redacted] requested to cancel her services 27 days prior to the completion of her term commitment.An error in Frontier billing charged Ms. [redacted] a $200 early termination fee. This should have been prorated out for the number of days remaining in the term. A Frontier customer service representative has corrected the billing error by issuing a credit in the amount of $190.00 to offset the original charge of $200.00, and to reflect the correct amount of termination fee.A Frontier representative has contacted Ms. [redacted] and informed her via email that the correction has been made. Ms. [redacted] requested that she receive no further communication from Frontier Communications regarding the matter. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. Sasway has experienced as a result of the above matter.

.. Thank you for referring the complaint of [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention. The Complaint states that: Mr. [redacted] states that his Internet service with Frontier has not worked properly since he signed up for it. He would... like it fixed and to have an adjustment on his bill. Frontier has investigated the above statements and offers the following response: Frontier states that Mr. [redacted] called in to Frontier on December 9, 2017 and reported Internet slowness. Frontier repaired equipment on December 13, 2017. Frontier spoke to Mr. [redacted] today and he states the Internet is working to his satisfaction. Frontier has issued a onetime credit of $53.13 for the Internet outage. Mr. [redacted] is aware of the credit issued. 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 review. The Complaint states that: Mr. [redacted] advises Frontier Communications Continues to bill for services not rendered. Frontier has investigated the above statements and offers the following... response: Frontier advises that a credit was approved for $161.05 which zeroed Mr. [redacted] account with Frontier Communications and the account has been disconnected since 06/14/16.Frontier spoke with Mr. [redacted] on 09/26/16 and followed up to advise of the balance. Mr. [redacted] has direct contact information for further concerns. 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.

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. BUT, just FYI, none of your customer "service" reps ever mentioned "early termination fee" as many times as I made inquiries about what the bill was for! They were totally evasive, and flat-out LIED to me, the last one telling me it would automatically refunded! When I asked for a paper bill, no one could comply with that request, and ALSO LIED about it, telling me they would send one. You need to fire that last overseas person I dealt with for keeping me on the phone for an hour and fifteen minutes, pretending she was attending to me. She ALSO lied when she told me she'd finally found my account and was "looking into it". Your company ALSO lied to me about what was going on with the internet that suddenly went started going south. All kinds of excuses, until finally someone said if I would just wait it out, you were "upgrading" and refurbishing the building in our area. SIX MONTHS of upgrading??? I don't think so. That's why I canceled internet in the first place, keeping only my landline.Your company needs to go belly-up, as you have zero respect for your customers, which are leaving in droves, from people I've talked to. You started out good fifteen years ago when you bought Verizon from our area, but downward spiral ever since. Regards, [redacted] ***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Thank you for your help! Regards, [redacted] ***

Frontier has investigated the above statements and offers the following response: Frontier has waived the early termination fee As of the February 10, billing statement, Mr [redacted] ’s account currently has a credit balance in the amount of $- We regret any inconvenience that [redacted] may have experienced as a result of the above matter

Hi,This issues has been resolved Frontier as cleared the bill and the account is now at a zero status Ms [redacted] has been notified Thank You Serena J [redacted]

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 received a bill for September and October so this is not over and I never received a $gift card Regards, [redacted]

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: [redacted] advises the merger between Verizon and Frontier caused a billing issue with my billI should not have a $cable bill everI have called at least times without any help from FrontierThe customer service is horrible, hung up on, lied to, put on hold and just waiting for someone to answerThe employees are rude and have zero desire to help the customer Frontier has investigated the above statements and offers the following response: Frontier advises our system shows that on July 13, an order was placed to correct the accountFrontier has issued credits on the account totaling $Mr[redacted] will see this credit on his next statementFrontier sincerely apologizes for the inconvenience Mr, [redacted] experienced due to converting of systems 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

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 About my problem with frontier communication I had terminated there service in November they had no authorization form me too make any payments on my behalfcording to Dish frontier communication paid dish Network $on December 6th well after I had terminated any service from frontierAnd after I contacted frontier and offered to pay the $frontier denied that amount and said if I don't pay $it will go to collections and credit report Regards, [redacted]