Frontier Communications Corp.

The Complaint states that: Mr [redacted] advises that after his Frontier service was installed on August 23, 2017, it did not workMr [redacted] advises that he spent hours on the phone with Frontier to resolve the issue on September 3, Mr [redacted] is requesting credit for his installation feeFrontier has investigated the above statements and offers the following response: Frontier advises that we have credited Mr [redacted] ’ account for his installation feeFrontier advises that we spoke to Mr [redacted] on September 28, to advise of the above

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 Regards, [redacted] I did not have $taken off my bill for auto-payThe was what I was paying per month anywayI do not know why they would send me an offer for $off for auto pay or that for several months their employees told me I would receive $off the next monthBut I will close the complaint

Frontier Communications Thank you for referring the rebuttal of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] states that Frontier has still not connected her telephone service Frontier has investigated the above statements and offers the following response: Frontier reports that Ms [redacted] had ordered Internet only on her original order, then changed her plan to include telephone service on March 19, 2018.Frontier spoke to Ms [redacted] and advised her that as of March 21, the telephone was in service to the outside NID.Frontier spoke to Ms [redacted] on April 9, and advised her that if she would like a jack installed for the telephone service to work we would charge her $per half hourShe declined and stated that she would like to go back to Internet only on the accountFrontier advised Ms [redacted] that her service was temporally disconnected on April 5, due to nonpaymentOnce she makes the payment on the account she would like to change back to the Internet only service.Frontier advised Ms [redacted] that we will follow up to process the order to change her back to Internet onlyFrontier will also issue credit for the telephone service We trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter Frontier Specialist: Tami L** Department: Customer Relations

Closure: Frontier has investigated and found in the customer reported no dial tone on 4-23-and it was cleared on 4-24-On 12-29-reported no dial tone and it was restored on 12-30-by repairing a cable cut caused by another party On 2-3-the customer reported static on the phone and the Internet not working properlyThe issue was resolved on 2-10-by fixing a short in a pedestal caused by mice On 2-11-the local manager followed up and left a voicemail with his contact information should they have future trouble We issued days phone and Internet credit totaling $that will show on the 2-25-statement

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 would like final bill correctedFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on October 3, Frontier explained that we have applied several adjustments and corrected the billingFrontier explained the one-month minimum billing policyWe 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 find that this resolution is satisfactory to me I am now just waiting until the March follow up to ensure the account has been deleted and there are no charges 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 I have had emails from FrontierOne e mail said they left a voice message, but I did not have a voice mail set up at the time so I am unsure as to how that could be trueI received an e mail on 5/26/that said it was the second attempt at contact (the first I assume was the voicemail)Included in the e mail was just the question if my issue had been resolvedThe second email was on 5/27/16, it just said that I called to get the info on setting up voicemail and had everything been resolvedI am still showing charges on my account that, 1) I did not ask for ( security bundle) and 2) the charges are more than what my current charges were with VerizonI received a letter from Frontier stating that during the transition, Frontier would maintain my current chargesI was out of town for the holiday weekend and did not have access to e mail so I was unable to respond to Frontier 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] Frontier made no mention of "Credit Protection" What I signed up for wass "VIRUS PROTECTION" There was NO MENTION OF MONEY when I signed up(This cost $per month).The rep lied to me stating that I gave a credit card when I signed up At no time since I have had Frontier did I give a credit card.Every representative I spoke with agreed that it WAS FRAUD, when I explained what happened to me But I had to be transferred and hol on repeatedly till they came back and told me that "IT WASN'T FRAUD! Then transferred again to be told that I didn't understand how it worked.Frontier signs people up for "credit protection" when they only want virus protection.I worked with Frontier several times to keep my payments under $per month, I would not sign up for ANYTHING that would increase my bill (In my case due to promotions I am not charged for this service Obviously, Frontier doesn't train their staff very well because the people I spoke with had not idea that "THIS CREDIT DEPT" existed How would they expect the customers to know thisI resent being deceived by the reps, spending so much time to clear up this matter, the attitude of the customer service reps, the "bait and switch" tactics used to promote their credit protection services; the anxiety of being a victim of fraud, and Frontier's total disregard for my time.I wonder how many other customers have suffered the same circumstances Very few people will write a letter.thank you for your assistance in this 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: Mr [redacted] states the he needs his phone as he uses the service for his businessMr [redacted] states that his call waiting is not workingMr [redacted] states that he was offered a rate for the internet serviceFrontier has investigated the above statements and offers the following response: Frontier review the account and we have changed the plan back to what Mr [redacted] had in order to have the call waiting working again.Frontier also changed the rate on the internet service back to what the customer was previously charged $30.99.Frontier spoke with Ms [redacted] and confirmed that the call waiting is working and we advised that the is a standalone rate for a customer who does not have a bundle or unlimited callingFrontier issued a credit on the current bill in the amount of 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 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: Mr [redacted] advises he was recently switched from Verizon to Frontier communications for his internet and TV serviceMr [redacted] wanted to downgrade his internet services, and once he did was charged $for a full installation chargeMr [redacted] feels he should not be charged this due to no one came to his house to install anything for himMr [redacted] has made multiple attempts to contact Frontier and the credit was pending supervisor approval He has since then received a past due notice in the amount of $from CollectionsFrontier has investigated the above statements and offers the following response: A Frontier Customer Service Representative has contacted Mr [redacted] and advised the credit of the $was wrongfully chargedThe representative was able to credit the $to MrStorck’s account.Mr [redacted] also received a credit for $for a late payment fee resulting in the wrongful chargeMr [redacted] is satisfied with this resolution 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: Gabriela C [redacted] Department: Consumer Relations Telephone Number: ###-###-#### Ext Fax Number: ###-###-####

Thank you for referring the rebuttal of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] states she is still having service issues and has to call in every two weeks for repairFrontier has investigated the above statement and offer the following response: Frontier’s investigation found that the most recent repair ticket was completed on December 28, A Frontier representative has made several attempts to reach Ms [redacted] and had to leave messages.Frontier mailed a letter to Ms [redacted] to provide the direct contact information for a Frontier representativeWe 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he Decided to close the Frontier account due to billing issuesMr [redacted] would like to have final bill adjusted to reflect missing credits Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on August 11, Frontier explained that we had applied several credits to reflect missing promotionsFrontier discussed credit amountsFrontier advised that final bill is accurate 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

The Complaint states that: Ms [redacted] advises that after she requested cancellation of her service, she requested that Frontier port her phone number to another providerMs [redacted] advises that despite several attempts with Frontier Customer Service she has not been able to port her phone number outFrontier has investigated the above statements and offers the following response: Frontier apologizes for the delay in restarting Ms [redacted] ’s service for port out.Frontier advises that Ms [redacted] ’s phone number was made available to port out on July 20, 2017.Frontier spoke to Ms [redacted] on July 21, and confirmed that the port out order was placed by her new provider and complaint closure was agreed upon

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] advises that he received a quote in writing for $per month for bundled services that included phone, internet and Dish.• Mr [redacted] states he has been billed approximately $a month.• Mr [redacted] advises that when he emailed the Frontier president, his Dish service was unbundled without his knowledgeFrontier has investigated the above statements and offers the following response:• Mr [redacted] forwarded a copy of the quote and account review confirms that the agent noted the order with same misquote of $The correct pricing for these products, however, is $per month before taxes and fees.• Frontier apologizes for the misquote and has offered a compromise in an email to Mr [redacted] to honor the misquote for one yearMr [redacted] has not responded yet• In the email with the compromise offer, Frontier also requested that Mr [redacted] confirm that he would like his Frontier and Dish billing re-bundledWe 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.Sincerely,Executive Customer RelationsFrontier Communications

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] cancelled service on July 14, 2016.Frontier finds that Mr [redacted] was not charged a termination feeFrontier advises that Mr [redacted] was not on a contracted pricing but on a price lock for one year for his television services 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

Frontier CommunicationsComplaint Number: Company Code: Customer Name: Chloe [redacted] Phone: 5624325472Thank you for referring the complaint of Chloe [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 promised $per month plus taxes, free DVR and router for one year, HBO free for six months, no contract and a $Amazon Gift CardShe states that her bill does not reflect these promisesFrontier has investigated the above statements and offers the following response:Frontier has reviewed the submitted complaint and has found that Ms [redacted] is being billed correctly for the services that she hasMs [redacted] was provided misinformation by the original Frontier sales agentFrontier, as a courtesy, has adjusted the remaining balance of $after payment was made on April 20th, Frontier stands by its original responseFrontier will adjust, within reason, for a misquote for a period of three monthsFrontier cannot honor a misquote indefinitelyFrontier will honor the quoted rate of $91.98/mo + taxes rate for the next three months: May 2nd – July 2nd, bill cyclesMs [redacted] ’s bill is running at $per month plus taxes without a contractShe is still set to receive her Amazon Gift Card of $in addition to her free six months of HBO service that ends August 21st, 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 Specialist: Austin B*** Department: Executive Consumer Relations

Frontier advises Mr [redacted] was charged $for the FiOS Internet installation and $for the t.vactivation in addition to $in prorated charges.Frontier advises a credit has been placed on Mr [redacted] ’s account in total for $to cover these charges.Frontier explained the Amazon gift card he qualified for based on the products he signed up for is for $300.00.Frontier also explained to Mr [redacted] that once his first months Frontier bill has been paid he will receive an email at [redacted] in which he will need to accept the terms and conditions of the Amazon Gift Card promotionAnother email will be sent ninety (90) days after the date the services were installed with the Amazon Gift Card access key code 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

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] advises that he signed up for Frontier internet service and agreed to have his credit run He then received a credit alert advising him of a second hard credit inquiry made by Frontier Mr [redacted] advises that Frontier needs to remove the second hard credit check from his credit report with EquifaxMr [redacted] advises that he has not received a confirmation from Frontier of his upcoming installationFrontier has investigated the above statements and offers the following response: Frontier advises that a request was submitted to Equifax to have the hard credit inquiry flipped to a soft inquiry, since only one hard credit inquiry should have been run for the customer Frontier advises that the process of flipping a hard credit inquiry to a soft one normally takes approximately to weeks due to the volume of similar requests that Equifax receives, and that Frontier has no control over the credit bureau timeframe.Frontier advises that Mr [redacted] will be contacted as soon as the process of changing the hard credit inquiry to a soft inquiry has been completed Frontier spoke with Mr [redacted] on January 3, and advised him of the above statements Per his request, he was sent an email confirmation of his upcoming installation appointment and was also given direct contact information for Frontier 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 account notes show Mr [redacted] was provided a specific price quote.· Frontier has issued the necessary adjustment the accountThe account now reflects a zero balance due· The assigned Frontier Consultant contacted Mr [redacted] to advise of the above solutionMr [redacted] was satisfied with the resolution reachedWe regret any inconvenience that [redacted] may have experienced as a result of the above matter Frontier Specialist: Tina W [redacted] Department: Consumer Relations

Frontier advises Ms [redacted] added DISH and High Speed internet (HSI) to her existing telephone that qualified for a $Amazon Gift cardFrontier advises an isolated order error caused the HSI to bill incorrectlyThe error was corrected and the account has been properly creditedThe error also only generated a $Amazon Gift card to Ms [redacted] and Frontier is working to get the additional $Amazon Gift card to Ms [redacted] Frontier spoke with Ms [redacted] October 3, and advised of the above We trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter