Frontier Communications Corp.

Nature of Complaint: The day before Thanksgiving our long distance service was suddenly changed to AT&T and we were unable to complete any phone callsWhen I called Frontier that evening I spoke with a woman whom acknowledged that they (Frontier) accidentally switched something on their end and allowed us to be moved to AT&TOn our next bill there were AT&T long distance charges over $I called Frontier on 12/22/and spoke to a woman who appeared to correct our accountShe appeared to rectify the billThe agreement was to pay approximately $this month, $the next month and then the new bill would be around $with the new features she gave meWe retired home from Christmas vacation this week and our phone is no longer workingFrontier Response: A Frontier agent adjusted the long distance charges billed from November 7, - November 23, and one call billed on December 23, due to the calls billing in error Mr [redacted] 's voice service is active and the account currently has a credit balance of $that will carry over to his April billing statement A Frontier agent has been trying to reach Mr [redacted] to advise and has been unsuccessful If Mr [redacted] has any questions or concerns, I can be reached at the number listed belowThank you,Shabrenia W [redacted] Frontier Consumer Relations

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] states she has been incorrectly for service by Frontier [redacted] states that she was advised the price quoted included the equipment, and that Frontier would put a block on the ability for purchases to the account Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account it adjusted the cost equipment billed to the account.Frontier advises that our records do not reflect Frontier advising that a block would be placed on the account for purchases by Frontier.Frontier advises the customer has the ability to a set a password in order to assure that no unwanted purchases are applied to the accountFrontier advises that the purchases on the account will be sustained.The remaining balance on the account is Three-Hundred Seventy -two dollars and four cents.Frontier has made an attempt to reach [redacted] ; however, Frontier has been unsuccessful in speaking with her 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] to our office for reviewWe appreciate you bringing this matter to our attentionThe Complaint states that: Mr [redacted] was supposed to have autopay established on his accountChannel lineup was to be lowered; which would reduce monthly chargesFrontier has investigated the above statements and offers the following response: · After further review, our records indicate Mrs [redacted] called our office on November 16, inquiring about adding auto-pay to her account to have payments drafted ever monthOn that call, representative attempted to downgrade channel line up from the Preferred HD TV package to our Customer Essentials TV package, and was advised by lowering her package, it would save $a month· April 6, 2017, we contacted Mrs [redacted] acknowledging her concernsAsked if we can review and call back· When customers have grandfathered products, and an order is placed to make any changes, it will remove all grandfathered products, discounts, etc· This increased Mr& Mrs [redacted] monthly rate to $a month + taxes & surcharges from $+ taxes a monthPrior to this change, their monthly bill with taxes, averaged around $152.xxAnd this rate was good through July 2, · The grandfathered products & discounts are no longer available to add to the account· Currently the lowest we can reduce her bill is $+ taxes & surcharges· Today we are issuing a credit in the amount of $This will cover December statement through April statement· Moving forward, every month until July 2017, we will have to access the account, and issue credit to bring the balance down to $· April 7, 2017, we were able to speak with Mrs [redacted] again to go over our findingsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced because 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 $credit for the inconvenience is unsatisfactory 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he requested a credit for months’ service that was denied and caused him to have to have a delayed payment arrangement for past due monies owed FrontierFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on September 13, and advised the delayed payment arrangement on his account is due to a past due balance that went unpaid.The missing credit that Mr [redacted] is referring to has been credited to the accountWe 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 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

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention The Complaint states that: The World Plan was added to Mr [redacted] ’s account hoping it would cover domestic long distance phone calls Frontier has investigated the above statements and offers the following response: · Our records indicate Mr [redacted] spoke with one our representative via chat, asking if we have an unlimited distance planInstead, representative added a World Plan 500; which covers International long distance· Mr [redacted] ’s November statement occurred $in long distance and $on his December statement· December 30, 2016, Frontier spoke with Mr [redacted] acknowledging his concernsAs a courtesy, we issued a credit for long distance charges on both billing statements totaling $We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced because 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: Mr[redacted] states that he received a call from a collection agency stating that he has an unpaid balanceMr [redacted] states he has not requested service with FrontierMr [redacted] wants any accounts under his name credit and his credit report corrected Frontier has investigated the above statements and offers the following response: Frontier review the account and we show that the account has been sold to an outside collection agency.Frontier states that Mr [redacted] will need to speak with [redacted] at [redacted] *** to dispute any charges.Frontier called and was not able to speak with Mr [redacted] we did leave a message to acknowledge and review the caseWe 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 CommunicationsThank you for referring the Revdex.com complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] feels she was to receive a $Amazon Gift Card when she requested service 2nd time Frontier has investigated the above statements and offers the following response:Frontier investigated and found that Ms [redacted] only qualified for a $Gift Card not a $gift card, per Frontiers promotional offerings.It seems there was a system error as to the printing on the billingFrontier apologizes for any confusion this may have caused, Frontier did place a manual credit on Ms [redacted] ’s account of $in which will post on the May 19, statementFrontier attempted to reach Ms [redacted] to review our findingsWe 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 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 Dr [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: On February 23, trouble ticket number [redacted] was initiated due to a “can’t be called” conditionOn March 05, a technician was dispatched and repaired a bad section of cable.On March 04, order [redacted] was initiated to disconnect the accountCredit in the amount of $was issued for time out of servicePlease allow 1-bill cycles for credit to post to the accountOn March 13, I left a message for the customer advising that the account was disconnected and that time out of service credit was issuedI provided my contact number should the customer require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Dr [redacted] may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

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] advised that Frontier has missed numerous appointments to repair voice and internet services Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on January 9, 2017, and Mr [redacted] confirmed that Frontier has repaired services on January 9, 2017, also Frontier has made the appropriate adjustments on account for time out of service 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 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: ###-###-####

Customer Name: [redacted] Thank you for referring the complaint of [redacted] to our office for review. We appreciate [redacted] bringing this matter to our attention. The Complaint states that: [redacted] states she has not received the correct cost for services, and not received her Amazon gift card. Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the it has made the appropriate adjustments.Frontier advises that the account has the correct pricing for what Ms. [redacted] has requested.Frontier has spoken with [redacted] on May 25, 2017, and has confirmed she has received her Amazon gift card via email. 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. 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 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 investigated the above statements and offers the following response: Frontier has re-evaluated Ms. [redacted] ’s request. Frontier will mail a refund check in the amount of $24.69 ($34.68 - $9.99 Broadband Processing Fee) within 7 to 10 business days to the address we have on file. We regret any inconvenience that [redacted] may have experienced as a result of the above matter.

According to the complaint: Mr [redacted] states that he made two appointments with Frontier to come that were missed.A Supervisor advised the he would have to wait the two weeks Frontier has investigated the above statements and offers the following response: Frontier shows that the first order due December 7, to move the modem connection was not sent to the field A Representative saw the customer already had a connection and closed it in errorFrontier has tried to contact Mr [redacted] but his account has since closed as he changed service providers Frontier did issue a credit of $to clear the balance on the account due to the frustration this has caused.We regret 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 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