Frontier Communications Corp.

Frontier CommunicationsThank you for referring the complaint of Mr [redacted] S [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] request two months of credit for Auto pay error.Frontier has investigated the above statements and offers the following response:Frontier reviewed account and determined the Auto-pay error was corrected.We further advise that our expectations are that all customers have a positive service experienceOn March 30, a one-time courtesy adjustment of $was applied and will be reflected within thirty to sixty days on a future statementNo additional credit will be applied for this issue.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] S [redacted] has experienced because of the above matter.Frontier Specialist: Bridget Gill Department: Executive Relations

Revdex.com: I called to pay my last bill and was told I was paid in full at that point I went over sea to Japan on Navy ship while my family moved to Maine I did not receive any notice of late or none payment till I went on my credit report I immediately tried contacting them spend countless hours on hold This is not to say that I did not have issues with them before when I was using there service like not receiving bills if you look at my credit report it is clean except from Frontier which have been unwilling to do or say anything to me even after trying to talk to a supervisor I was put on hold after waiting almost hours the phone disconnected I want there marks off my credit reportThank you [redacted] 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]

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] advises that she was offered Internet service for $per monthMs [redacted] states she was not advised of any installation feesMs [redacted] states she was billed additional charges because she had not paid the disputed amount.Ms [redacted] also advises that she has experienced issues with her internet connection with FrontierFrontier has investigated the above statements and offers the following response: Frontier records show that Ms [redacted] was offered a rate of $per month for the Internet service plus a $one-time charge for connectionFrontier advises that Ms [redacted] is being billed correctly for the Internet services at $per monthFrontier advises that Ms [redacted] was billed an additional $for a full installation fee in errorFrontier advises that an adjustment of $was applied to Ms [redacted] ’s account and will be reflected on her May statementFrontier advises that and adjustment in the amount of $has been applied to Ms [redacted] ’s account for the late fees that were billed on the March and April statements and will be reflected on the next statement.Frontier advises that several attempts were made to contact Ms [redacted] to discuss the connection 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 assistanceWe 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 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 contacted Frontier times to resolve his billing concernsMr [redacted] reports he was advised the FIOS 100/would be $a month which would include the cost of the routerThe price was published on the website and was confirmed several times by other representativesMr [redacted] is seeking a correct bill and credits to his accountFrontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Mr [redacted] and he advised he wanted to cancel his FIOS TV services back in April, then in July he requested for the upgrade for the internet.After further investigation, the representative did see where Mr [redacted] wanted to cancel FIOS TV services in April, and was advised of the FIOS 100/internet for $including the router.Mr [redacted] received a total credit of $due to the incorrect pricing for his internet, the additional router, and the FIOS TV being billed since AprilThe representative will check the next billing cycle to ensure all is correct going forward 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*** Department: Consumer Relations Telephone Number: ###-###-#### Ext [redacted] Fax Number: ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] The rep did call and apologizeI am still not happy with the length of time it took to restore my serviceFrontier puts a lot of money and effort into building their customer base, but little effort into growing their workforce to service the increaseI'm convinced that the people handling the calls and doing the real work really do careThe executives making the big money only care about the money that they are making Regards, [redacted] ***

Frontier changed Mr [redacted] 's Internet service from a business to residential account.Frontier issued credits for the difference in the pricing and for fees billed in error Frontier issued a courtesy credit to Mr [redacted] 's account

August 16, 2016Revdex.com Complaint: [redacted] RebuttalThank you for referring the complaint of [redacted] to our office for reviewWe appreciate your bringing this matter to our attentionWe apologize for the customer’s recent experience while attempting to upgrade her Fios data speedOur records indicate the customer’s speed was upgraded from 15/to 50/on July 6, 2016.A credit in the amount of $was applied to the customer’s account on July 25, The outstanding balance on the account is $16.16.On August 10, 2016, a review of the customer’s account confirmed the promotional discount was not appliedThe $promotional discount was added via order [redacted] A $was added to the customer’s current bill to reduce the monthly recurring rate to $54.99I contacted Ms [redacted] and provided the above information.Sincerely,Amara H.Frontier Customer Relations Specialist/GM Specialist

Frontier Communications Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] stated that she has one set top box that was not workingMs [redacted] advises that credit should be applied to her account, due to her DVR service not working Frontier has investigated the above statements and offers the following response: Frontier has been in contact with Ms [redacted] and was able to fix the set top box.Frontier has spoken to Ms [redacted] and Frontier has applied credit to Ms [redacted] ’s account for lack of DRV services not functioning correctly 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

Charges have not changed other than minor tax variations, $in credit has been issued for service trouble reportedLate fees are now being assessed since no payment has been made since JanuaryFrontier sustains all valid charges

The installation of Ms [redacted] ' internet service was delayed due to inclement weather in California We needed to pull technicians off of install duties, in order to restore service to flooded areas

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: Customer wanted to cancel service on 05/20/ Frontier has investigated the above statements and offers the following response: · Frontier issued order # effective date to 05/20/The customer had a balance of $which was paid in fullThe account is closed as requested with a zero balanceThe customer is satisfied and has been provide my direct contact information for future issues 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 [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] is disputing a final bill for services not rendered, as he requested his service to be cancelled as Frontier could not connect in a timely manner Frontier has investigated the above statements and offers the following response:Frontier investigated and found that Mr [redacted] has been working with multiple representatives however the service was not cancelled in a timely fashion causing the customer to be billed.Frontier advises a credit of $has been issued on March 13, to the account bring it to a zero balanceAll credit reporting agencies have been notified of this error please allow 30-days for them to update their recordsA Frontier Representative spoke with Mr [redacted] to review the account, and he was satisfiedWe 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.Frontier Specialist: James N [redacted] Department: Customer Relations

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 would like Frontier to honor the discount Frontier promised and would like to have the Technician labor fee creditedHe explained that a technician never came to the house for any repair issuesFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on August 11, Frontier explained that we are able to issue credits for the missing retention offerFrontier explained that we issued credit for the Frontier labor chargeMr [redacted] is satisfied with the resolutionWe 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 to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that Frontier continues to over bill for services.Mr [redacted] advised that hold time for on line chat is excessive Frontier has reviewed the above statements and offers the following response: Frontier spoke with Mr [redacted] to see if there was anything that could be done to keep him as a customerHe declined.Frontier states that they set a follow up call with Mr [redacted] for February to review final bill and issue any applicable creditsFrontier advises that they are constantly striving to provide the customer with a great experience which includes shorter hold times.Frontier advises that Mr [redacted] is satisfied with this resolution.Mr [redacted] presented no further questions or concerns and has direct contact information for the future 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

Frontier Communications Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she was quoted that she would receive months credit to her account Frontier has investigated the above statements and offers the following response: Frontier investigation found there were issues with order to upgrade Ms***’s Internet serviceFrontier has issued all appropriate credit to Ms***’s accountFrontier has spoken to Ms [redacted] and she is aware credit will post to her September statementFrontier has provided direct contact information to Ms***Ms [redacted] was satisfied with outcome 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] is disputing his bill for services from Frontier Frontier has investigated the above statements and offers the following response: Frontier advises on March 23, Frontier left a voicemail advising the account has been adjusted and the current balance of the account.Frontier advises [redacted] has a direct point of contact to Frontier for any further assistance with this issue 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 rebuttal of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Rebuttal states that: Mr [redacted] advises that when he called Frontier to cancel his services on November 11, 2017, he was advised that his balance was at zero Mr [redacted] advises that the remaining $balance needs to be credited to bring his final balance to zeroFrontier has investigated the above statements and offers the following response: Frontier advises that after further investigation, it was confirmed that Mr [redacted] was told that his balance was at zero on the date that he called to cancel his services.Frontier advises that although normally the customer would be responsible for the charges for the full month since a new bill cycle started on the same date that the services were cancelled, the previous balance of $has been credited in full to bring the account balance to zero.Frontier spoke with Mr [redacted] on January 8, and advised him of the above statements 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 [redacted] [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that his bill was charged for a service that he did not request and he has been advised that a credit would be issued however no credit has appliedMr [redacted] states that we took more money out of his auto pay account that he has set up which he would like it reverse Frontier has investigated the above statements and offers the following response: Frontier review the account and we show that credit was issued in the amount of $however the credit posted after the bill cycle date.Frontier has requested that $be reverse and put back into the auto pay allow to business to process.Frontier spoke with Mr [redacted] to advise of the reversal and time frameWe 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

Frontier has investigated the above statements and offers the following response: Ms [redacted] was enrolled in a 24-month commitment that was scheduled to expire on June 9, The customer cancelled service on June 29, An early termination fee is billed when service is cancelled prior to the expiration of the contract term The early termination fee is valid and sustainedIf Ms [redacted] has any additional questions, please contact the undersignedWe trust that this information will assist the Commission in closing this complaint

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises that he is billed for a router and has never received a new router from FrontierFrontier has investigated the above statements and offers the following response: Frontier has investigated Mr [redacted] ’s account and determined that the Router feature is a required code to qualify for the promotional offer.Frontier advises that a notation will be posted to Mr [redacted] ’s account to remove the Router at no charge on the term ending date of January 19, 2019.Frontier spoke to Mr [redacted] on February 8, to advise of the above informationWe 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