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 I am currently reviewing the bills they sent as they are stating my service was disconnected on April 5th and the bill was due April 4thI was set up for auto bill payIf these charges are for March it should have been paid automaticallyI will be checking with my bank in regards to this Regards, [redacted] ***

Good Afternoon,Credit in the amount of $has been mailed to the customer It will take about 7-days for him to receive it I spoke to Mr [redacted] and advised him of the refund check He explained what happened and on behalf of Frontier I sincerely apologize Mr [redacted] asked me to have someone call him after 5pm today because he might be interested in applying for service again I explained why his first bill after he added the DSL was higher Mr [redacted] is satisfied with my resolutionThank You,Serena J [redacted]

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms [redacted] stated her internet has been down since August 10, for her BusinessMs [redacted] advised the billing adjustment should be automatedFrontier has investigated the above statements and offers the following response: Frontier has credited Ms [redacted] account in the amount of $ for the time out of service for the internetBilling adjustments for time out of service are submitted based on the date we were are made aware of the outage from customer to the time it is restored.Frontier confirmed the service outage was restored August 21, 2017.Frontier was unsuccessful reaching Ms***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] and [redacted] to our office for reviewWe appreciate [redacted] and [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that a Frontier employee offered him a $gift card and Frontier should honor the offer made by the employee and give him the $gift card Frontier has investigated the above statements and offers the following response: Frontier found that the representative indicated that the gift card was to be given because the credit for HBO that the representative had given had been deniedThe credit had been denied as Mr [redacted] ’s account had already been given excessive credit for HBOThe total charges for the HBO were $plus taxRepresentatives manually issued total credits of $for HBOAlso, the account is not eligible for the gift card, which is a new customer promotionFrontier was unsuccessful in reaching Mr [redacted] by phoneWe also e-mailed a request to call this office We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrand Mrs [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: Customer charged for connection of services and no credit was given Frontier has investigated the above statements and offers the following response: Frontier credited the account for the amount of $for the connection fee that the customer incurred on her May 28th bill, for adding the TV service back to the accountFrontier also applied credit in the amount of $for her being charged for TV service, but not receiving it, as well as a $courtesy credit for her mistreatment from representatives with our companyThe total credit given to the customer is in the amount of $204.39, and it will reflect on her following bill, that is to be issued on September 28, 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

Tell us why hereThank you for referring the complaint of [redacted] E [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] advises she had to disconnect her services from Frontier on May 17, due to the fact she did not have the money to pay the entire balance on the first of June Ms [redacted] sees the credit to her account for $and acknowledges her balance is now $Ms [redacted] wants to know what happened to the promo of $per month until October Frontier has investigated the above statements and offers the following response: Frontier has been unable to contact Ms [redacted] by telephone, we have sent please call Frontier emails to Ms [redacted] and have received no replyFrontier advises Ms [redacted] can contact Frontier for more information on current promotions at ###-###-#### and Frontier will be able to assist Ms [redacted] with her order to reinstall her service with the current promotions available for Lifeline 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 attentionThe complaint states that: Ms [redacted] advises that she cancelled her telephone line as of November and as of October she is still getting billed for calls to ###-###-#### Ms [redacted] advises that she has called every month for the past eleven months to get this solved Ms [redacted] advises that she has been given credit each month and has been advised that it will stop and it happens again the next monthFrontier has investigated the above statements and offers the following response: Frontier investigated and found that the telephone number was still set in our system as a working number As of October 16, it has been removed out of the system and will no longer work.Frontier attempted to reach Ms [redacted] to advise of the above but was unsuccessful Frontier left a message for Ms [redacted] that included direct contact information.Frontier has applied credit for the calls in the amount of $and will appear on the next bill statementWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Frontier Communications Thank you for referring the complaint rebuttal of [redacted] to our office for review We appreciate her bringing this matter to our attention The Complaint rebuttal states that: Ms [redacted] previous complaint of April stated she was never advised the plan would only cover minutes per monthOn November 3, a supervisor treated Ms [redacted] rudely, and intentionally hung up on her Ms [redacted] was not told the plan was being removedAfter November 3, Ms [redacted] made a call to Mexico because the thought the plan had not been disconnectedMs [redacted] states Frontier should bill her the $for the month of November for the International long distance plan to MexicoThe $ credit proves that Frontier overbills their customers oftenFrontier has investigated the above statements and offers the following response: Frontier’s position has not changed: Ms [redacted] contacted Frontier after receiving the first bill with international call charges on April 15, I have reviewed the recording from that callA Frontier supervisor acknowledged the error, credited back the unexpected charges, and advised the plan going forward would only cover minutes of calls to MexicoMs [redacted] declined to remove the plan at that time I have also reviewed the call on November 3, Ms [redacted] requested removal of the international plan Frontier re-iterated Ms [redacted] had previously been advised of the minute plan limit and charges over the base plan charge were valid, based on the number of minutes used each month The call indicates the call was placed on hold for several minutes, then the line disconnected Frontier apologizes if Ms [redacted] believes she was hung up onMs [redacted] subsequently made a call to Mexico at a later date that was not covered because the plan had been removed at her requestCasual dialing rates to Mexico without an international plan is $per minuteMs [redacted] was charged correctly and the charge is validA 3-Way call charge can occur when one call is not disconnected properly by the customer before a 2nd call is initiatedMs [redacted] ’s bill reflected a 3-way call on the January 7, bill In this instance the $charge has been credited back to the account and will reflect on the February 7, billThis was provided as a courtesy and does not reflect any inaccurate billing by Frontier 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 Specialist: Brian M [redacted] Department: Customer Relations

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionMs [redacted] states she has requested to port her service back to Frontier however this has not been doneFrontier records indicate and order was received to port in TN [redacted] on 1/4/Frontier records indicate the order was completed on 1/24/Frontier offered Ms [redacted] a service performance credit for her inconveniences, however she declined this creditWe trust this information will assist you in closing this complaintFrontier apologizes for any inconvenience that Ms [redacted] 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] stated that she requested her account be disconnected on September 4, She stated she was advised to call back in the next day, which she didShe was then billed for an entire month of serviceFrontier has investigated the above statements and offers the following response: Frontier found that Ms [redacted] was asked to call in the next day when she asked to disconnect her service on September 4, The order was not issued until the next dayShe billed from September 5, to October 4, on the September 5, billFrontier credited the total amount of that billThe amount of the credit was $ 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not necessarily satisfactory to me but acceptable The Frontier representative issued a verbal apology and informed me that they would be opening up an internal investigation as to why my telephone service was disconnected without any notice after I had made a $payment But they tell me that they can not divulge the results to me The rep also stated that per my request of a written apology, they are not able to provide that either Regards, [redacted] ***

Thank you for referring the complaint of [redacted] - [redacted] our office for reviewWe appreciate bringing this matter to our attention.The Complaint states that: [redacted] - [redacted] advises she has received invoices from Frontier regarding unknown charges Frontier has investigated the above statements and offers the following response:Records show the account is listed as [redacted] Service.Research determined account number [redacted] had a balance of $256.65, which carried over from December 2015.Frontier is unable to remove the charges or view any specific billingThe billing for the foreign listing or advertisment is handled by [redacted] ***Ms [redacted] would need to contact [redacted] for disputes and credits The telephone number for [redacted] is [redacted] .A Frontier representative attempted unsuccessfully to reach Ms*** A detailed message was left on her voice mail 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 Specialist: Amy B [redacted] Department: Consumer Relations

The Complaint states that: Ms [redacted] advises that she has been overbilled for the month of FebruaryMs [redacted] believes that she does not owe the balance on her account of $ Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on March 7, We advised that credit had been issued to Ms [redacted] ’s account in her closing statement that was issued on March 3, Frontier also advised, an addition $was issued for overbilling of HBO that the customer was advised would be free, and $for an overlapping in charges from January 3-January 10, Frontier advised of balance $

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: The first billing statement dated December 24, total amount due was $This bill contained prorated charges from December 22nd to December 23rd and month in advance from December 24th to January 23rd, Our records indicate, on December 23, a disconnect order was initiated per the customerPlease note the Closing and Final billing statements must generateOnce the Closing and Final bills have generated our office will review the account and issue the appropriate credit adjustmentOn January 12, I spoke with Mr [redacted] and relayed the above informationDuring this contact, I advised Mr [redacted] that the Closing and Final bills have not generated at this timeOnce the bills generate I will review and issue the appropriate credit adjustmentI provided Mr [redacted] my contact number should he require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

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.Frontier did contact me and offered a $per month credit going forward to my account for the remaider of the contract This offer is still $higher than my previous contract and does not address the last months at all My request is still the same they fulfill the agreement that was given to me by their employee on April 4, and confirmed by 2nd employee in May IF they cannot fulfill this then they release me from the contract so I can find another vender which is what I would have done in the first place if I had been given accurate informaton I NEVER would have agreed to a plan that is $month more than I was originally paying with over $ $per month in taxes and fees Regards, [redacted]

Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attentionThe complaint states that: Customer states was quoted 114.97/tax by a Frontier rep when customer upgraded his internet services to 150/ mg and his tv service to the Essential package with a two room set top box package Customer states his billing never reflected this quoteFrontier has investigated the above statements and offers the following response: Account is noted by rep EG [redacted] who placed order 5/27/that Mr [redacted] would be paying 134.97/tax for service upgrade which is the correct pricing for the 150/internet/Essential tv package with room set top box package That order did not complete until 6/28/when upgrade was done I have corrected the July and August statements with a missing credit of per month to get customer to the before tax price that was quoted, customer will see this credit on his final billing Mr***’s September statement does reflect the credit and did bill correctlyWe 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 Mr [redacted] bringing this matter to our attention The complaint states that: Mr [redacted] advises that he cancelled his bundled service with Frontier Communications on March 1, because Frontier cannot provide Mbps Internet Mr [redacted] advises that he has a threat with a collection agency bill for the month of March, all three services have been closed.Mr [redacted] advises that he does not want any further correspondence or threats about billing collection agenciesFrontier has investigated the above statements and offers the following response: Frontier investigated and found that Mr [redacted] closed out his account on March 1, and had a balance owed of $that was due March 1, for service from February 5, to March 4, which included DISH Network service from February 2, to March 1, This amount has not been paid as of today Frontier advises that Mbps Internet is not available at his location.Frontier advises that a new bill printed on March 5, and carried over the $balance and was billed for DISH Network from March 2, to April 1, for $ Frontier is a billing agent for DISH Network and dish had already sent the billing to Frontier before the account was closed out.Frontier advises that there is a balance owed of $DISH Network will receive the amount that is owed to them then a refund will come back to Mr [redacted] from DISH Network for over paymentFrontier advises that Mr [redacted] does not want further contract by the businessWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Frontier Communications 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] was scheduled to have up to mbps internet installed but only received up to mbpsMs [redacted] states she was asked by the technician to try out the lower speed at no cost to herFrontier has investigated the above statements and offers the following response: Frontier records demonstrate that there was an install order completed on November 30, The order was written for a Simply Broadband Ultra of up to mpbs The technician noted that only mbps was available to the address There were no notes to support Ms [redacted] position that she should not be billed for trying the service.Frontier records further demonstrate that the customer called to cancel service on December 6, An order was created with a due date of January 2, with an effective date of December 31, per Frontier’s terms of service.Frontier has requested an adjustment for the balance of the account as a courtesy to Ms [redacted] Ms [redacted] will be notified by email once the credit for $has been applied to her account.Frontier does appreciate Ms [redacted] taking the opportunity to see if the service would meet her needsWe trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter Frontier Specialist: Donna M [redacted] Department: Executive Customer Relations Telephone Number: ###-###-#### Fax Number:

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he has billing discrepancyFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on January 15, and explained adjustments of $issued and remaining balance.Frontier advised Mr [redacted] that his account has been disconnected as of January 15, Frontier has set a follow up to ensure bill accuracyWe 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 is being overcharged for the services that she has with Frontier and wants a lower packageFrontier has investigated the above statements and offers the following response:Frontier advises that several attempts were made to contact Ms [redacted] regarding this issue but has been unsuccessful in speaking with her.Frontier investigated Ms [redacted] e’s accountMs [redacted] e is currently receiving the lowest price available for the service that she has with FrontierFrontier advises that Ms [redacted] ’s total monthly charges for the services she has with Frontier are the same as her statement amounts from VerizonFrontier advises that the only difference in the billing is that we provide a detailed breakdown of all the monthly charges and taxes however the ending balance is the same.Frontier sent Ms [redacted] a letter apologizing for any inconvenience that this has caused her providing her with direct contact information if she has further questions 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