Frontier Communications Corp.

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 is charging me more than what I was originally paying per month ($53-$55)/moWhen I first called the company they stated it was a mistake and they would fix my bill and to only pay $for that monthSo I only paid $something for that one monthThe next month my bill was at $something including a past due amountI called again and they stated they will adjust my bill but they never did so I was being over charged with out even getting proper notification of why my bill had gone up and why the company kept telling me they will fix my bill but never actually did

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

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 [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: [redacted] advises that he has been 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 advises upon reviewing the account our records show that [redacted] ’s service has been repairedFrontier advises upon reviewing the account our records show that [redacted] ’s account has received a time out of service creditFrontier advises that it has given contact information to contact Frontier for any further issues with his serviceFrontier advises upon reviewing the account there has not been any further report of service not working by [redacted] Frontier advises upon reviewing the account our records show that [redacted] was contacted by Frontier on September 5, and confirmed his service was working 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises Frontier she is being billed for television service canceled October 27, Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on March 7, adjusted account balance and added a $a month retention credit for monthsMs [redacted] was happy with the resolution 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 has reviewed the account of Ms [redacted] and finds that a technician was able to repair her service issue on April 19, 2016.Frontier contacted Ms [redacted] on April 20, and she advised that she has the technicians direct contact information for any future service concerns.Frontier has issued an out of service adjustment in the amount of $that will appear on her next billing statement

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 representative has contacted me to "review" my bill yet the overcharges on my phone bill have not been resolved Currently, our phone bill continues to have overcharges and incorrect information Regards, [redacted] ***

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: [redacted] states she has been advised upon disconnection of service the account would receive an early termination fee, and would like the billing for services to stop on her requested date of disconnectFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account Frontier advises the account will not incur an early termination fee for disconnection of service Frontier advises that Ms [redacted] has pre-paid for her services and is eligible to continue receiving service through the end of her billing cycleMs [redacted] can always stop the disconnect if she changes her mindFrontier advises it has notified via voicemail and advised that there would not be an early termination fee, and advised of the final billing on October 20, Frontier advises that a follow up is in place to review the final billFrontier advises Ms [redacted] has been given contact information for Frontier if she has any further questionsWe 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. We appreciate Ms. [redacted] bringing this matter to our attention. The Complaint states that: Ms. [redacted] states that her Frontier telephone service has not worked consistently. She has reported the issue... several times to Frontier, but she still continues to have issues. She was advised that they issue credit for the times she calls in to report it, but feels that it would be too many times that she would be calling in and that she should not have to do that. Ms. [redacted] states that she called to disconnect due to the phone issues and is now being advised that she will be charged a termination fee that she does not agree with. Frontier has investigated the above statements and offers the following response: Frontier advises that the last report called into Frontier to report a phone issue by Ms. [redacted] was October 24, 2017. Frontier has issued a onetime credit of $54.80 as a courtesy due to telephone issues over the past several months. Frontier spoke to Ms. [redacted] today and she has disconnected her services due to the issues with the telephone. Frontier advised her of the onetime credit and that there will be no early termination fee for canceling. She was satisfied with the resolution. 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 has removed the terms from Mr [redacted] ’s account as requested.Frontier states the account will remain active, if Mr [redacted] wishes to cancel his services he will need to call Frontier’s Customer Service at ###-###-####

Frontier has reviewed Mr [redacted] account and finds that he had an account created by AT&T for his phone service, ###-###-#### and a fictitious number, also created by AT&T for his internet and television service, which is [redacted] An order was received to port Mr***’s number to another providerThis was completed on 3/31/15, however his account with the television and internet did not disconnect and has continued as an active account Mr [redacted] does have a current balance on his account that was ported, ###-###-####, in the amount of $This is an accurate balance as his 3/9/billing statement, billed for the timeframe between 3/9/and 4/8/ He disconnected his service on 3/31/15, thus owing the majority of this billing His final bill for this account, generated on 4/9/and did prorate from 4/1/through 4/8/15, leaving a balance due in the amount of $No credits are warranted on this account Mr***’s account, [redacted] has currently been temporarily disconnected for non-payment Frontier has issued an order on account number [redacted] to disconnect permanently, and has back dated the order, to the original disconnect date of the main numberThis date was 3/31/Frontier will add this account to a calendar reminder and watch the account for any balance dueFrontier will zero out any final balance that generates

Frontier has investigated the above statements and offers the following response: Mr [redacted] was billed for Frontier’s anti-virus protection which he can still use regardless of Internet provider Frontier has canceled the anti-virus protection and issued a refund in the amount $Please allow 5-business days for refund to apply back to credit cardFrontier has been unsuccessful in reaching Mr [redacted] however a detailed message left with contact information We regret any inconvenience that Mr [redacted] may have 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.It is true that Katie O [redacted] from Frontier called me and offered an apology and stated that the check would be forthcoming shortly I did receive the check on Saturday, September 24th, but it was not the full amount that is due to me The amount of the check is $102.58, but they owed me $ They still now owe me $ I expect that to be paid to me, and will not consider this closed until they do soI have phoned Katie and left her two messages since Saturday, but have yet to receive a return phone call Regards, [redacted]

Frontier investigated and found Mr [redacted] was on a grandfathered plan for his phone and Internet serviceThe promotional plan was on auto renewal without the customer’s knowledge.Frontier credited $in early termination fees Frontier has made several attempts to reach Mr [redacted] , unfortunately, our attempts have been unsuccessful

Frontier states that a representative reviewed Mr [redacted] ’s account on November 10, 2016.Frontier also states that Mr [redacted] ’s monthly recurring charges are $+any taxes, fees or surcharges.Frontier also states that when Mr [redacted] removed his phone and television service the Verizon promotions associated with the triple play were removed as well.Frontier also states that Mr [redacted] has been moved to our everyday low rate promotion on October 25, effective June 17, 2016.Frontier also states that all applicable credits have been applied to Mr [redacted] ’s account for prior bill cycles, $

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] states that she was billed for a full installation fee for an internet upgrade.Ms [redacted] states that she was not advised of the upgrade fee at the time of making the purchase Frontier has investigated the above statements and offers the following response: A review of this account shows that Ms [redacted] was billed a full installation fee of 124.97.Frontier advises that the standard upgrade fee is $80.00, the initial credit of that was issued to Ms [redacted] was intended to correct the billing from to the correct fee of $80.00A Frontier representative issued an additional credit to Ms [redacted] of $as she states that she was not quoted the upgrade fee during the original conversation regarding her upgrade.Ms [redacted] has no remaining billing or fee associated to this installation fee We trust that this information will assist you in closing this complaint We apologize for any inconvenience that MsHarris has experienced as a result of the above matter

Frontier Communications Thank you for referring the complaint of Mr [redacted] of [redacted] [redacted] LLC to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states we did not transfer the account into his name when he purchased the businessMr [redacted] states when he received the paperwork that he was not told and it did not state there were three lines on this account to be transferred overMr [redacted] states the bills were not in his business name but the old owners business nameFrontier has investigated the above statements and offers the following response: Frontier received the completed change of ownership paperwork after the sale of the business and we back dated the orders thirty days.Frontier reviewed the copy of the change of ownership paperwork that Mr [redacted] supplied and the paperwork showed all three lines on the paperwork.Frontier has updated the bill to show his business name as well as the doing business as nameWe 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: Marcia S [redacted] Department: Office of the President Telephone Number: ###-###-#### Fax Number: ###-###-####

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. Frontier has once again guaranteed that this $2212 charge has been removed from my bill. If I receive my bill on 11-1-2017 and this charge is still on my bill, I will be filing another complaint next month. Regards, [redacted] - [redacted]

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] advises she has not received her refund check from Frontier Frontier has investigated the above statements and offers the following response: Frontier has been unable to reach Ms [redacted] by telephone we have left voice mail messages with our direct contact information, we have sent a please contact Frontier emailFrontier’s refund policy is to issue a check ninety days from the date of service disconnection or terminationThis time period is required to ensure all outstanding charges or credits are posted to the closed accountFrontier’s policy also allows the account to cycle through its systems, thereby providing an accurate reading of the accountFrontier advises Ms [redacted] disconnected her service with Frontier April 14, and the refund check was sent on July 11, 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