Frontier Communications Corp.

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] ’s phone and Internet service stopped working May 12, He was told a Frontier technician was scheduled to be at his residence on May 16, but no one came or calledHe continued to contact Frontier about the problems with his services but was unable to get a resolution Frontier has investigated the above statements and offers the following response: Frontier repaired Mr [redacted] ’s services on May 2, A credit of $was given on May 27, for the period of time Mr [redacted] was without his Frontier servicesFrontier contacted Mr [redacted] May 27, to confirm the services were repaired and to review the credit that was givenHe was satisfied with the response 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

Yes the account was set up in my dads name Jose PinonesThe service was to be installed at his home address sTorn Ranch road lake elsinore ca I was given an account number 9512458163, but upon speaking to sandy I was informed that the account number had been re used and given to another personI provided sandy with my dads social security number and she could not locate any account or find any information regarding my dads serviceThe money was taken from my chase bank account and it says from frontier communicationsI even provided the confirmation number for the withdrawal from my bankif you need any more information please feel free to contact meI just want my deposit back

Frontier's Area General Manager had a face to face meeting with Mr [redacted] on February 10th and reached a mutual agreement on the resolution to his concerns

Frontier Communications Frontier has received the following complaint : Mr [redacted] states that his video service is out and he has spotty internet service for two days but has not been able to get assistance from Frontier Frontier has investigated the above statements and offers the following response: Frontier records demonstrate that Mr [redacted] contacted technical support on March 1, and March 3, A trouble ticket was created with a due date of March 11, Frontier offered to escalate the due date but the customer was not available until March 11, Frontier has confirmed the service as restored and an out of service credit was issuedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Donna JM [redacted] Department: Consumer Relations Contact: ###-###-#### Tell us why here

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: Mr [redacted] advises that he was billed for a full month of service even though he wanted to end his service earlier Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] has pre-paid for his services and is eligible to continue receiving service through the end of his billing cycle Mr *can always stop the disconnect if he changes his mind 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 has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] reflects that he is paying for a service tier up to MbpsHis account should never receive above Mbps in service.In addition, Frontier does reflect the highest available speed at Mr [redacted] ’s location in Mbps.Frontier mailed a statement to Mr [redacted] on September 25, to [redacted] *** We trust that this information will assist you in closing this complaint We regret any inconvenience that [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 I do not feel like this issue is resolved, The company did not take off the time I did not use the internet, they advised me that there was a policy change in July that stated the billing cycle starts on the 2nd and I was not informed of that until after I cancelled my internet serviceIf the policy changed I feel like it should have been mailed to me or a phone call telling me that, to me that seems like they are still trying to get more money from me because I cancelled the internet service as it was not what we were told it would be when we set up the internet as far as price and speedThey did take off the router charge and phone service (even though I never had phone service it was only internet)and left the balance at - I was advised when I set up the internet that my monthly charge would be $and if I only used the internet for one month that should be the charge plus the taxesit should not be for months of service because they wanted to change the policy without telling me.As far as the phone calls, they state they called and left messages to review the case - they called me while I was at work today to discuss the complaintThis was the only phone call I have gotten from them regarding the complaintI have advised them that I cannot talk until after 5:central standard time as I am at work and that is noted in my filethey called me today at 10:43am and left a message that stated they would be calling backthey haven'tI tried to call back when I got off work and did not have an extension to speak w/ the same personI held on the line for mins and was never able to speak w/ a repI will be calling them back tomorrow after noon central standard time [redacted] ***

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 [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

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

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

Thank you for referring the complaint of N M [redacted] to our office for reviewWe appreciate N M [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] stated that he had been billing incorrectly for months and had been unable to get the billing issue resolvedFrontier has investigated the above statements and offers the following response: Frontier corrected the monthly billing rate on October 26, Credit of $was issued on October 27, for prior incorrect billing and an additional credit of $was issued on October 31, to correct the bundle charges for the October bill.Frontier will follow up on Mr [redacted] ’s next bill to verify he is being billed the correct priceWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that N M [redacted] has experienced as a result of the above matter

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] is disputing charges for HBO back to February Frontier has investigated the above statements and offers the following response: Frontier advises HBO was free for three months from November to February After February it was billed at $ a monthMs [redacted] contacted Frontier March about expiring promotions and did not request removal of HBO until December 6, Promotions printed on bill every month.Frontier has removed HBO and credit was submitted back to December 6, along with a courtesy credit for HBO not being removed in December Total Credit applied $ 53.70.Frontier was unsuccessful in reaching Ms [redacted] thru phone or emailWe 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 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 discrepancyNo service was rendered with this new account numberFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on February 26, and explained we have adjusted the account to reflect a zero balanceFrontier will notify outside collection agency of correction 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

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] Responded 6-10-2016.Our service was disconnected on February 27, not March 14, and a refund has not yet been receivedAs I recall Verizon requires payment on a monthly basis for services not quarterlyHow sad for them they do not show their customers the same courtesyTalk on their part means nothing until a check is received, by their own policy explanation and faulty record keeping, payment is past due

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

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 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.

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] states she requested her existing services moved to another location for the date of June 15, Ms** states she was told that installation date June 15, unavailable, and June 16, was available for installMs [redacted] states appointment was missed and advised new appointment date is June 21, Ms [redacted] was advised that the billing would continue from the old location until the installation of service at the new location Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account has issued a missed appointment credit and a six-day adjustment for services being billed at the prior location Ms [redacted] was moving from Frontier advises that it is a system requirement that the “move from” and the “move to” dates be the same.Frontier advises our records show her service has been installed at new locationFrontier has made several attempts 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