Frontier Communications Corp.

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 However, I want to point out, that a couple of their replies are false I do have a contract, according to each one of their phone reps and as for notification, never happenedI found out by a phone rep while trying to pay a VERIZON bill Never the less, my issues were resolved the same day I filed this complaint by a phone rep only after threatening a small claims lawsuitAll phone calls Between me and Frontier have been recorded on my end as proof Regards, [redacted]

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: Mrs [redacted] states that Frontier advertise internet speeds up to or mbps.Mrs [redacted] also advise that she subscribes to Frontier’s up to Mbps service, she sometimes only receives speeds of MbpsMrs [redacted] also states her price increased from $to $for her internetFrontier has investigated the above statements and offers the following response:As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee.Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed.Service subject to availability.”Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference.Frontier has investigated Mr*’s account and has determined that due to a surplus of WiFi traffic in his home or immediate area, WiFi network congestion could be affecting Internet service speeds.Frontier advises that plugging devices directly into the router through a wired connection should address this issue.Customer speeds may vary over timeAs a result, Mrs [redacted] is subscribing to the service tier for up to Mbps and receives up to MbpsMrs [redacted] is subscribed to Internet service at the lowest rate available – $per month.Frontier representative have tried to reach Mrs [redacted] on February 2, & February 6, and was unsuccessful.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] 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 [redacted] , and find it short of my expectationsI however will accept the business response to this complaint as a means to put this to rest Regards, [redacted]

Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] is disputing her bill for Frontier servicesFrontier has investigated the above statements and offers the following response: Frontier advises that the correct price for the products that Ms [redacted] subscribes to is $per month plus taxes and surchargesFrontier further advises that equipment fees, taxes and surcharges are subject to change and not included in the price guarantee.Frontier advises that the Frontier email can be kept active and accessed through the frontier.com website.Frontier spoke to Ms [redacted] on April 11, and advised of the above and provided direct contact informationWe 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

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] - [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

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. Regards, [redacted] Dear ***,After contacting Mr. Daniel M [redacted] , Frontier president and CEO, I finally received a call from Lori Fl [redacted] , who hurriedly attempted to explain the situation to me stating there would be some adjustments made to our billing, but she was speaking so quickly that I thought I'd just check on my current billing when it was available. She had said the representative had the choice of using DirecTV or DISH, which isn't what I was told when I contacted Frontier. I was informed then that they only use DISH. When I spoke with the original representative I told him our [redacted] billing for phone, TV and internet was over $211 per month for the package. He agreed that was exorbitant and that my billings for phone, TV and internet would run us between $140 and $150 per month. Our total billings monthly from Frontier and DISH for the package is $255.80, which is $45 more than we were paying [redacted] . Therefore, this certainly does not represent what the Frontier representative quoted me.I would gladly return to [redacted] under these circumstances if Frontier could assure me that I would have no disconnect charges or further billings from Frontier or DirecTV other than the services we've already incurred. In my opnion, this is certainly not conducting proper customer relations and has not resolved my issues. [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 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 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

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 in resolving this matter.Thank you, [redacted] Regards, [redacted]

Thank you for referring the complaint of [redacted] to our office for review We appreciate her bringing this matter to our attention In the complaint Ms [redacted] expressed concern regarding cancelling service and billing errors Her monthly bill for internet only was changed without her knowledge She also stated she was charged for two months on one bill before she could dispute the bill.Our records indicate the customer transitioned from Verizon with FiOS Internet 50/at $84.99, a FiOS Wireless Router for $5.99, which brought her April 7, bill to $ The customer also received a FiOS Promo Term Discount (good from November 4, – November 3, 2016) for $ The taxes totaled cents and the total bill was $66.51.The May 7, statement reflected the credit of $and the balance was cleared There were no further charges on this account until January 7, This statement included the FiOS Internet 50/for $84.99, FiOS Wireless Router for $5.99, for a total of $ The customer was billed the full month from January – February 6, and also the prorated charge from December – January 6, in the amount of $ The tax totaled $and the total bill was $183.01.The customer was able to get the same services at the same rate; however, this is the first statement to generate since May This statement is the beginning of service, which always includes the full month, along with prorated charges for the days of active service.Our records indicate as of January 14, 2017, the account has been disconnected The customer was billed through February The February statement will include credit for the days billed in advance We sincerely apologize for any confusion this matter has caused.Frontier’s attempt to reach Ms [redacted] was unsuccessful Should Ms [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT [redacted] Sincerely,Felicia T***Executive Customer Relations###-###-#### EXT [redacted] FRONTIER COMMUNICATIONS

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

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]

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: Mr [redacted] advises he has been overcharged every month since Frontier bought out VerizonMr [redacted] states with the outrageous and unexpected increases he canceled his services and states Frontier claims he owes $Mr [redacted] reports he was being charged for Premium channels that he was supposed to receive free from VerizonMr [redacted] advises he spent months of time without services when Frontier took over Frontier has investigated the above statements and offers the following response: A Frontier Representative has attempted to contact Mr [redacted] but has remained unsuccessful.After further investigation, Mr [redacted] had a past due amount of $that had rolled over after the migration with Frontier.Mr [redacted] was receiving the Premium channels free for one year however this discount expired on 07/16/Frontier had a system generated order to give a credit of $listed as a Valued Customer credit to help with the promotion expiring.The representative had not found any repair tickets, and no other notes in the account suggesting Mr [redacted] had called in to report any services issuesFrontier states customers must call in to report any services issues so they can be repaired.Mr [redacted] has a final balance with Frontier of $ 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 Specialist: Gabriela C [redacted] Department: Consumer Relations Telephone Number: ###-###-#### Ext Fax Number: ###-###-####

Frontier Communications 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 installed on 12/22/Mr [redacted] was unhappy with the install and the speed serviceMr [redacted] called on 12/23/to disconnect service therefore he should not have any billing dueFrontier has investigated the above statements and offers the following response:Mr [redacted] ordered services on 11/25/and they were installed on 12/22/2015.The Mr [redacted] called on 12/23/he was transferred to the internet help desk for trouble shooting and was given a $credit at that time.Mr [redacted] did call on more than one occasion to disconnect service.An order to disconnect was placed and completed on 3/8/2016.A credit has been issued to credit Mr [redacted] all charges and a follow up has been set up for the 04/01/to ensure the Mr [redacted] has a zero balance.Frontier attempted to reach Mr [redacted] and a voice mail was left with contact information for any further questions.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 matterFrontier Specialist: Donna M [redacted] Department: Customer Relations

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. Regards, [redacted] ***

Thank you for referring the complaint of [redacted] K [redacted] to our office for review Complaint: Mr [redacted] states that he never utilized Frontier Communications’ services due to poor qualityFrontier has reviewed the above statements and offers the following response: • Frontier advises that we have credited Mr [redacted] ’s account down to a zero balance• Frontier spoke with Mr [redacted] on 12/2/and advised of the above• Mr [redacted] Presented no further questions or concernsand has direct contact information for the futureWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience [redacted] K [redacted] has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that as of January 11, 2018 that account has been placed on Stay connected. Frontier has placed an adjustment to the account to provide credit for the time the account was previously... supposed to be on stay connected. Frontier spoke with Mr. [redacted] on January 16, 2018 and provided the above information. Mr. [redacted] has been provided the assigned representative’s contact information for any future questions or concerns. We regret any inconvenience that [redacted] may have experienced as a result of the above matter.

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] states that Frontier has provided him with three different dates to have his service installed The first date was December 28, and then again on January 2, He advised Frontier started billing him for the service as of December 28, and he has yet to receive the services Mr [redacted] states he opened another ticket and Frontier closed it because they could not locate his address Mr [redacted] request that Frontier finish the job and follow the dates they put forward Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that the original installation order was completed as a self-Installation for the Internet service on December 28, The Frontier technician attempted to contact Mr [redacted] but did not have a valid contact number The installation order was closed out as complete and sent to billing Mr [redacted] ’s Internet installation was completed on January 10, 2016.A Frontier representative applied a onetime credit to Mr [redacted] ’s account in the amount of $for the three missed appointments and out of service credit.A Frontier representative spoke with Mr [redacted] on January 9, to advise 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 We appreciate your bringing this matter to our attention.A review of the customer’s account determined the customer established service on May 15, The customer enrolled with a Triple Play (voice, internet, and tv) The promotional rate was $ The customer was billed this rate in addition to a $fee for Frontier Secure and $for the Regional Sports Fee, prorated charges from May 15-May ($31.82); which included a nonrefundable shipping and handling fee in the amount of $9.99, and taxes $28.97.The customer contacted our office and stated she did not request Frontier Secure The customer was issued credit in the amount of $on June 12, The charges billed on the initial bill are accurate The customer requested to disconnect service on June 12, Frontier provided service to Ms [redacted] from May 15-June The customer is responsible for the billed charges The balance due is $No credit is warrantedWe regret the trouble the customer experienced We trust this information will assist you in closing this complaint.Thank you, Amara H.Executive Customer Relations