Frontier Communications Corp.

The Complaint states that: Ms [redacted] advises that she was quoted a rate of $+ taxes monthly for her home phone and internet service with FrontierWhen she received her bill she is being billed $Ms [redacted] advises that despite attempting to resolve this with Frontier’s customer service the issue remainsFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] ’s current rate of $a month for the Frontier home phone and Internet service is the lowest rate available for the selected productsFrontier advises that as a courtesy, Frontier issued a credit on Ms [redacted] ’s account in the amount of $50.94.Frontier spoke to Ms [redacted] on June 23, and advised of the above

Frontier had no trouble reported on this account until March 8th A technician was promptly dispatched and equipment was replacedThe customer was made aware that there is a higher grade of DVR now available

Frontier has agreed to issue a $adjustment to Mr [redacted] 's account for months

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 meI feel like they are doing the lowest amount possible considering my original complaint was for being charged the max price for the lowest speed and now this message tells me I was also being charged for a service I wasn't usingI say disfavor because it's nice for them to do that, but I still feel cheatedI have not got back in touch with Frontier due to my work hoursEmail is better for me because when I do get that free minute, I can respond Regards, [redacted] ***

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] My internet is still not good..not what they promise..even after they repaired phone line.You are welcome to come and check the speed..sometimes..ten minutes for a page to load..not satisfied..

Thank you for referring the complaint of [redacted] to our office for review. We appreciate RevDex.com bringing this matter to our attention. The Complaint states that: Mr. [redacted] states that he has not received the promised refund for time without working service. Mr. [redacted] would like the offered refund he was promised. Frontier has investigated the above statements and offers the following response: Frontier review the account record indicate there were three different repair tickets placed for issues in 2017. There was a ticket placed on report date February 17, May 4 and then another on May 12. Frontier issued total credit adjustments for time out of service of $19.15 for the thirteen total days without working internet serviceFrontier advises refund for time-out-of service adjustments are given from the date issue is reported to the date of completed repair.Frontier spoke with Mr. [redacted] again on August 22, 2017 and set the expectation that he must call to customer service to report issues for documentation and adjustment purposes. As a courtesy we have applied a one-time $25.00 credit to his account. 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 [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] had an appointment to install service at his new address on July 25, and the technician did not arrive on that dateMr [redacted] stated that he advised Frontier that, if Frontier could not install on July 25, 2016, he would like to cancel the serviceMr [redacted] stated that Frontier agreed to a contract cancellation with no Early Termination Fee.Mr [redacted] stated that he called Frontier when he received another bill indicating the account was still open Frontier has investigated the above statements and offers the following response: Frontier confirms that the account was disconnected August 29, Mr [redacted] was not billed an Early Termination Fee.Frontier credited Mr***’s account for the time period of July 25, to August 29, A final bill will be issued showing a credit balance for Mr [redacted] and we will send him a refund check for the credit balance 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 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] disputing his rates and would like to downgrade to FIOS Data only Frontier has investigated the above statements and offers the following response:Frontier investigated and finds Mr [redacted] is enrolled in month commitment that is scheduled to expire on September 21, 2017.An Early Termination fee is billed when service is cancelled prior to the expiration of the contract term or services are changed.Frontier can downgrade Mr [redacted] however the above charges would apply to his account.Frontier records indicate no changes have been made to Mr [redacted] ’s services.A Frontier Representative spoke with Mr [redacted] however he did not have time to speak about his Frontier accountWe 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 [redacted] to our office for reviewWe appreciate *** [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states he cancelled his service on May 17, and continued to be billedMr [redacted] states he has called requesting a final bill and has not received any statementsMr [redacted] wants that account to reflect that he does now owl anything Frontier has investigated the above statements and offers the following response: Frontier review the account and we show that we received a request to cancel the service on July 20,2017.Frontier shows the last payment that we received which cleared was May 24,Frontier shows that the account still has a balance.Frontier called to review the case and have left messages 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 Mrs [redacted] bringing this matter to our attention The Complaint states that: • Customer would like to be refunded for the amount they were over billed for their international charges • Customer would like to be refunded the early termination fee they were charged Frontier has investigated the above statements and offers the following response: • Frontier issued credits onto the customer’s account equal to $ • Frontier will be refunding this amount to the customer • Frontier’s refund policy is to issue a check days from the date of service disconnection or termination This time period is required to ensure all outstanding charges or credits are posted to the closed account Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account 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

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 he been billed for an Internet activation fee that he was advised would be free [redacted] he also has been charge an early termination fee for lowering his Internet speedFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate that the first billing statement did not have the promotions applied and the account was billed for an activation fee.Frontier advises upon reviewing the account our records indicate the following billing statement of May 1, has the activation fee adjusted and credited the promotions that were not on the prior billFrontier advises upon reviewing the account our records indicate the account had the appropriate discounts moving forward.Frontier advises upon reviewing the account our records indicate that the account incurred an early termination fee due to lowering the speed of the internet which is a valid charge which is part of our terms of service within a contracted accountFrontier advises that it has spoken to [redacted] on August 30, and advised [redacted] of the adjustments and billingWe 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 case of [redacted] to our office for review We appreciate you bringing this matter to our attention.The customer’s FiOS Extreme HD increased $per month per the notice on their November billing statement.To satisfy this case we have issued a one-time lump sum credit of $on March 3, (months x $per month = $24.00) The customer’s current term expires on June 21, We called the customer on March 3, and gave direct contact information.We apologize for any inconvenience this may have caused the customer We trust this information will assist you in closing this case.Frontier Communications

Frontier Communications 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: When Ms [redacted] signed up for Frontier services in September They were advised they were eligible for a $Amazon Gift CardThe girt card would be fulfilled after payments on the accountMs [redacted] has repeatedly requested information in regard to the gift card, but it has not been deliveredFrontier has investigated the above statements and offers the following response: When Ms [redacted] signed up, an order error by the agent writing the order excluded specific codes to fulfill the gift card promotionsThe gift card coding was added to the account and back dated to allow immediate fulfillment An email has been sent to the preferred email provided ( [redacted] ) with instructions for fulfilling the gift cardWe 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

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] has experienced poor phone service provided by FrontierMs [redacted] calls have been disconnected and is having interference on the lineMs [redacted] was advised service would be repaired on April 28, and it wasn’tFrontier has investigated the above statements and offers the following response: Frontier spoke with son Mr [redacted] on May 3, Frontier apologized for the delay in on the repair and was able to have a Technician repair the service on May 4, Frontier made several attempts to contact Mr [redacted] and left voicemails without a return responseFrontier spoke with Ms [redacted] on May 9, Ms [redacted] states the service is working and she is satisfiedFrontier applied a courtesy credit of $on Ms [redacted] accountMr [redacted] and Ms [redacted] have Amanda ***’s direct contact of [redacted] extension [redacted] if further assistance is neededWe 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 matterTell us why here

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 he was given a promotion of for 100/100, voice and TV serviceMr [redacted] states his bill came to $133.35, then he received another bill for Mr [redacted] wants his bill corrected and the $Amazon Gift card that he was promisedFrontier has investigated the above statements and offers the following response: Frontier reviewed the account and we show that the current bundle is at plus for the standard box and plus taxes and fees.Frontier advise that this promotion also has a $Amazon gift card.Frontier has a less expensive plan however it will not include a gift card.Frontier has added a $discount for months.Frontier bills days in advance and the first bill would be higher due to the billing in advance.Frontier called and left messages to review the accountWe 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 Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he was billed more per month for his service than he agreed onMr [redacted] advises that Frontier billed him for equipment he has already returned Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] had a promotional discount from December 23, to December 22, Frontier advises that Mr [redacted] ’s promotion expired on the December 22, date and this caused Mr [redacted] ’s billing to increaseFrontier advises that no further adjustments will be applied for previous billing as its been determined that Mr [redacted] ’s billing issues were corrected when the issues occurredUpon investigation, Frontier advises on each billing statement the following notice is provided: Upon termination of service, you must return equipment owned by Frontier.Frontier advises that failure to return Frontier equipment or returning equipment in a damaged condition (subject only to reasonable wear and tear) will result in the imposition of an equipment fee that may be substantial.Frontier has confirmed that Mr [redacted] has returned the equipment to FrontierFrontier advises that a full adjustment was issued on the account to cover equipment charges and it will post to the account in to billing cyclesFrontier has a scheduled follow up on May 2, to confirm the adjustment has applied properlyFrontier spoke to Mr [redacted] on April 10, and advised him of the above informationFrontier advises as of April 29, the balance of $has been adjusted for the equipment charges and Mr [redacted] no longer has a balance with Frontier We trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter

Frontier CommunicationsComplaint Number: Company Code: Click here to enter text.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: Ms [redacted] states that she was advised that Frontier services was not available in her areaMs [redacted] would like Frontier to honor the Amazon Prime gift cardFrontier has investigated the above statements and offers the following response:Frontier advises that Internet is not available at Ms [redacted] ’s location at this timeFrontier promotional offers are based on customer having Frontier services.Ms [redacted] does not have Frontier services and does not qualify for the Amazon PrimeFrontier representative have made several attempts to reach the customer however was unsuccessfulWe 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: Tocoma K Department: General ManagerTelephone Number: ###-###-#### Fax Number: ###-###-####

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 requesting that Frontier remove a credit inquiry from her credit fileFrontier has investigated the above statements and offers the following response: Frontier advises that confirmation of identity and credit worthiness is required to establish a Frontier accountThis is an integral part of our ordering processFrontier advises that placing an order for service is not a guarantee that service can be providedFrontier communicated the above information to Ms [redacted] via email per her requestWe 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 Ms [redacted] ’s account and found on April 23, an order was placed adding a FiOS Upgrade Charge of $with notes indicting an upgrade from FiOS 25/to FiOS 50/Internet There were no promotions added on the order therefore the bill increased $ Frontier advises on May 27, Ms [redacted] called to dispute her bill stating she was told it would decrease however it has increased A retention representative offered to rebundle the service at a rate of $plus surcharges and taxes An order was placed to correct the account and credits totaling $were applied for the April and May bills Frontier advises on September 16th a credit of $was applied for the June through August bills due to missing promotional creditsFrontier advises on November 4, an order was placed to remove the Primary Local Carrier Freeze On November 6th a request was received to port out Ms [redacted] ’s telephone number effective November 8thFrontier has reviewed Ms [redacted] ’s bill statements and determined she would be due a credit of $due to missing promotional credits from April through November Credits totaling $have already been applied to the account therefore a remaining credit of $is due which has been applied to the account An additional credit of $has been applied to the account waiving late payment fees and reconnect fees due to the billing errorsFrontier advises that Ms [redacted] ’s account balance has been reduced from $to $Frontier advises that Ms [redacted] ’s monthly bill should have been $plus surcharges and taxes (approximately $25) for a total monthly bill of $ $x months = $ Ms [redacted] has made payments totaling $ $minus $= $ Frontier advises that no further credit is warrantedFrontier apologizes to Ms [redacted] for the inconvenience that this matter has caused

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 has investigated Ms [redacted] ’ account and has determined that she resides in an area with a surplus of Internet users that could be affecting Internet service speeds Frontier continues to work toward a solution that will improve Ms [redacted] Internet service It is our expectation that Frontier will upgrade to a substantially larger bandwidth pipe in Ms [redacted] area in early Given that many factors could impact the timing of an upgrade, we cannot guarantee any specific date for project completion Frontier advises that Ms [redacted] disconnected both of her accounts on September 26, Frontier advises that there has been no trouble tickets reported on either account from the time that the service was established until the service was disconnected on September 26, No credit is warranted