Frontier Communications Corp.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that although our internet has finaly been repaired, I do not agree with the freeze statement due to flooding in all counties(Just another excuse) We have snow on the ground there is not any flooding reported in or around us I do accept the credit as we feel this is the least Frontier could do for us since it took excactly month to have the internet restored Frontier failed between Feb - 26th, if their crew would have investigated the problem, and ordered the part necessary, this issue would not have escaluted to the point of me reporting to the Revdex.com 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 belowThe response by Frontier is unsatisfactoryI returned the voicemail left by a Frontier representative named LeahI left her a voicemail with my contact information and she did not return my callI have continued to reach to Frontier to try and resolve the issues -- which are far more concerning than the measly ones outlined in their replyI am more concerned with the extremely unprofessional manner business is conductedPlease direct FrontierCorp to re read the original complaint and contact me to resolveThey currently have different supervisors who have promised callbacks to my house and zero have followed throughWe are increasingly irate Regards, [redacted]

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: Ms [redacted] states that her rate was not honored when Frontier took over from VerizonMs [redacted] states she called and was offered a discount to retain her business however the discount has now been removed and it has not been on for the monthsMs [redacted] wants the discount honored until the end of the months that she was offered Frontier has investigated the above statements and offers the following response: Frontier review the account and we show that a two save offers were added and Frontier can only offer one save offer per accountFrontier periodically audits its bills to ensure accuracyDuring this process we identified an ineligible promotion that was applied to the account in errorA notice was added to the September statement to advise on page Frontier was able to change the current discount which is $that will expire in March, to a $save offerWe 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

A Frontier Representative has successfully contacted Ms [redacted] , [redacted] ’s wife.Ms [redacted] was able to provide the correct account number showing a balance of $The other account that was submitted on the complaint was bundled with this accountIn January 2016, it was disconnected in error by Verizon who advised would backdate to give credits on the account and then placed the account on Vacation mode.Ms [redacted] ’s account was permanently disconnected on 05/28/2016.Ms [redacted] received a total credit amount of $leaving a credit balance of $Ms [redacted] will receive this in the form of a refund check within 7-business days

Frontier CommunicationsThank you for referring the complaint of Mark [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] states his internet speed is very slow and not able to hand the Smart Home features such as temperature, security camera and streaming videos.Frontier has investigated the above statements and offers the following response:Frontier review the account and we show the fastest speeds available in the area is only 320k /192kFrontier advise Mr [redacted] is on the lowest pricing provided by Frontier for Simply Broadband MaxWe 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: Sandi S [redacted] Department: Customer Relations

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: When Ms [redacted] contacted Frontier she was told she would be signing up for high speed internet but when the technician came out to install, he was unable to get the service fully functioningMs [redacted] was in contact with Frontier for several days trying to reach resolution with no success, so she finally decided to cancelIn spite of having cancelled the service after just several days from install and the service not even working, Ms [redacted] received a full month’s bill from Frontier which included installation chargesShe was able to get the installation fee waived but Frontier as well as a phone connection fee representatives were telling her the remaining balance was validFrontier has investigated the above statements and offers the following response: Account review shows that Ms [redacted] ’s service was installed on 3/and then cancelled on 3/Installation and phone connection fees were the only fees removedFrontier records do show that Ms [redacted] attempted repair multiple times as none of the services were workingFrontier has agreed to waive Ms [redacted] ’s remaining balance, leaving here with a $amount dueShe has been advised via voicemail and emailWe 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 her bringing this matter to our attentionThe Complaint states that: Ms [redacted] was offered Amazon Prime free for a year when she signed up for Frontier but never received the “key” to activate the Amazon Prime service Frontier has investigated the above statements and offers the following response: Frontier has added the Amazon Prime promotion to Ms [redacted] ’s account and provided her the activation “key”.A Frontier agent has contacted Ms [redacted] and confirmed she finds this resolution agreeable 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 Sincerely, Belinda D [redacted] Customer Relations Frontier Communications

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 However, Frontier Communications Corp should offering an additional account credit equal to the refund amount to make up for the considerable amount of time that I've spent in trying to recover my funds Regards, [redacted]

Thank you for referring the rebuttal of [redacted] to our office for review. We appreciate her bringing this matter to our attention. The Rebuttal states that: Ms. [redacted] states she does not agree with Frontier’s final billing policy and request that Frontier change their policy. Frontier has investigated the above statements and offers the following response: Frontier stands by their decision and will not be changing their final billing process.Frontier determined that Ms. [redacted] disconnected service with Frontier on February 23, 2013 and is responsible for the charges on her February 2, 2018 invoice. Frontier advises that Ms. [redacted] was not billed for any new charges on her next invoice, dated March 2, 2018.A Frontier representative called Ms. [redacted] to advise. 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 Communications Thank you for referring the complaint of [redacted] to our office for review. We appreciate his bringing this matter to our attention. The Complaint states that: ... Mr. [redacted] has had services with Frontier in several states and over many years. Mr. [redacted] recently attempted to upgrade his internet services. He was advised the required port was not available. Mr. [redacted] found a local ISP who could provide the requested service. Mr. [redacted] was advised of a termination fee of $24 for having received a Gift Card. The next bill showed a termination fee of $400. Frontier has investigated the above statements and offers the following response: Frontier received a request to move Mr. [redacted] services to a new location in April of 2016. At that time the account was entered into a new agreement. Each bill contained a statement showing “As you agreed, your Frontier service includes a 1 or 2 year term commitment with automatic renewal at then applicable pricing and an early termination fee of up to $400 depending on your bundle of service.”In this instance Frontier has removed/credited the $400 Early Termination Fee that was charged to the account.The remaining balance on the account is $59.04. 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. Brian M [redacted] Executive Customer Relations Frontier Communications

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 she has experienced issues with her Internet service through Frontier.Ms. [redacted] advises that she is not being billed correctly for the services that she has with Frontier. Frontier has investigated the above statements and offers the following response: Frontier investigated Ms. Martie’s account and advises that a repair was completed on October 18, 2016. Frontier spoke with Ms. [redacted] on December 5, 2016 and reviewed her account. Ms. [redacted] confirmed that her services are functioning properly. Frontier also reviewed the monthly statements and balance with Ms. Martie.Frontier verified with Ms. [redacted] that out of service adjustments were issued for previous issues that she had experienced with her Internet services.Frontier also issued an additional adjustment in the amount of $40.99 for one full month of Internet service due to the inconveniences that she has experienced.Ms. [redacted] is satisfied. 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.

Tell us why here... Thank you for referring the complaint of [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention.The Complaint states that:Mr. [redacted] states he saw an advertisement for a landline service with Frontier and when he called to place the... service order the price was higher than the advertisement stated. Frontier has investigated the above statements and offers the following response:Frontier investigated and the landline price is what we are advertising. We reached out to Mr. [redacted] April 18, 2016 and placed a new order for landline service. 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 attention The Complaint states that: • MrsStates she was promised $off her bill every month for twelve months, and that she agreed to $for services Frontier has investigated the above statements and offers the following response: • Our records indicates on May 23, customer called our office inquiring about a cheaper planRepresentative reviewed account and offered a $promotional discount for months; however, customer declined at the time, and advised representative they will call back if they decide to add the $discount • On this same day, customer called back in to Frontier, spoke with a different representative, and was advised the $promotional discount is not something Frontier has to offer • As courtesy, we issued a credit for $for months totaling $toward the account • February 3, 2017, the account is finalized and is no longer in service We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter

Frontier CommunicationsThank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Rebuttal states that:Mr [redacted] advises that he received notice that after his July bill his account should be at a zero balance.The customer provided an email from Frontier Social Media referencing credit.Frontier has investigated the above statements and offers the following response:Frontier advises the customer has submitted a pending resolution with our Social Media Team, after July 1, 2017.Please be reminded that any additional, or manual credits will reflect on a future and Final Bill, within to daysWe 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: Bridget G [redacted] Department: Executive Relations

Thank you for referring the complaint of Rodney [redacted] to our office for review, we appreciate you brining this matter to our attentionAccording to the complaint, Mr [redacted] is disputing his monthly billing rateFrontier investigated the concerns and found background billing issues with the accountFrontier spoke with Mr [redacted] and confirmed the account is disconnected as of March Frontier applied credit for billing concerns and provided a direct contact should he have additional concernsFrontier apologizes for any inconvenience Mr [redacted] experienced as a result of the above matterWe trust this information will assist you in closing this complaintSandra P[redacted] 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: Ms [redacted] had an order to transfer Internet service in November and Frontier did not call the correct number and therefore service was not transferredMs [redacted] would like credit for December Services since they did not have Internet for that time Frontier has investigated the above statements and offers the following response: A Frontier Representative spoke with Mrs [redacted] on February 3, and placed an order to disconnect services and placed an effective date of January 24, 2017.Frontier also issued a one month credit to Mrs [redacted] for services billed in DecemberWe 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

Tell us why hereThank 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] from [redacted] indicates he placed an order to move his service in AprilThe move never got complete, however he did get billed for the services Frontier has investigated the above statements and offers the following response: Frontier reviewed the order that [redacted] placed back in April and determined the services did not connected properly Frontier has worked with Mr [redacted] and let him know after the bill prints that gives him the automatic credits for the days after it was disconnected, the bill will be creditedFrontier will reach out to Mr [redacted] and let him know this has been doneWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] from [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 Hello, I left a message for [redacted] at Revdex.com because I would like to keep this open, if at all possible, until I receive the final bill indicating the zero balance owedI just don't want to have any future problems and I didn't see any other way to request that or ask the question I also attaching proof of equipment delivery (if acceptable)Tracking number [redacted] .Thank you, [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] indicates her Frontier billing statements have not been correct for the past couple of months.Ms [redacted] states she was supposed to get a $Visa gift card, but only received a $Visa gift card from FrontierFrontier has investigated the above statements and offers the following response: Frontier reviewed Ms [redacted] ’s Frontier account and issued a credit ($192.12) to her account This credit included the Frontier installation charge ($149.99) for her Internet service plus the fee to replace the Frontier modem ($9.99) Frontier also issued a credit ($38.14) for the promotional credit Ms [redacted] was missing on her Frontier statement.Frontier added a monthly promotional credit ($47.00) to Ms [redacted] ’s Frontier account which will remain on her account for one year or months.Ms [redacted] has received the correct gift card for the Frontier services she ordered Frontier explained the different promotions offered to new customers, depending on which service plan they select to purchaseMs [redacted] qualified for the $Visa gift card for the Frontier package she choose.Frontier may offer promotions on pricing and services to eligible customers at various times Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotions If eligible, customers must agree to applicable terms and conditions for a promotion to apply Generally, promotions are not automatically applied to customer’s bills.Ms [redacted] has been notified of the above and is satisfied with the resolutionWe 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 his bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he was notified via bill message that Frontier will be charging to provide a paper copy in addition to an electronic copy of a bill in the future.Mr [redacted] was unable to pay at the online bill pay site, and was charged a late fee.Mr [redacted] ’s ‘on-demand’ TV is not always availableFrontier has investigated the above statements and offers the following response: Frontier uses approximately trees per month to produce paper bills, and Frontier wants to do its part in its commitment to be more earth-friendly As part of its commitment to go green and help make it easier for customers to manage their accounts, Frontier’s plan is to go paperless in the futureFrontier advises that bill message notification indicated there would be a paper bill fee going forward Frontier has delayed the start of the paper bill fee surcharge for customers who continue to receive a paper copy of their bill Frontier’s On-Line bill pays site offers the ability to make payments hours a dayAny interruption in access would have been temporary, providing an opportunity to make a payment at another time In this instance, Frontier has offered a one-time courtesy credit equal to the late payment fee assessed on the January 1, bill statementFrontier offers Video on Demand as a free feature of our FIOS TV serviceDuring the month of November there was an issue discovered in which customers were receiving an error message when trying to use Video On DemandThis was resolvedWe apologize for any inconvenience caused by the temporary interruption of the Video on DemandFrontier left voice mail and email with Mr [redacted] and advised him of the above information 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: Brian M [redacted] Department: Executive Customer Relations