Frontier Communications Corp.

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

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]

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

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 would like to emphasize that I did not CANCEL the service, frontier rep cancelled my service for both phone and internet Causing the interruption on saleI understand sometime accidents happen, and if it was restore immediately, I would have excused the issue But they kept telling us that the internet was restored, but in fact, it wasntWe then continued to request service tech to come to site, just in case it was us that did something wrong onsite We were "on scheduled" for a tech, (though first scheduled were a no show), then continue to waitFinally after days of continuing calling and waiting, a tech showed up Claiming nothing was wrong and that internet service should be restored within hoursWe were on our 6th day without internet After hours, nothing Then we called again, and started getting really mad, I told them I will record all our conversation and that they will be held responsible for all the losses and run around At this time, I didnt know Spectrum also service our area, or problem would have been solvedThats why I was so patient with them/ We called and begged/threaten to sue, then I think our numbers (office, cell) got black listed They stopped answering our calls, or if we were able to get through (using a different number to call), then the minute we referred back to our case, we were on hold, hours at a time Transfer to anyone, any department would take hoursAnd Frontier was just ignoring us period It was and a half week without internet We are a restaurant business with at least 50% of sales from Credit Card We lost all our business and continue to suffer Not to mention the endless hours we all spent each day, different people taking turn to call, and waited We got promises of internet will be working "guarantee within hours " (this is a different occasion that I got a hold of someone using my husband phone), and again empty promises I just dont understand why service wasnt restored But it was promised many time, then waited and waitedfor hours and hours each day All of us were desperateI have records of those calls, and some IDs and name, though after a while, they stopped giving us name or any infos Regards, [redacted]

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

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. I am not confident that all my payments have been applied. I would request a summary statement that outlines what they billed each month and what payments were applied each month and what credits were applied each month. They will tell me that payments have been applied, but then I don't see those payments reflected on the bills. I am often told that my payments will not be reflected in a timely manner - so I am never sure what payments I needed to make. I will use the customer app and that also never seems to be current. They have shared that the app is never up to date so again - how am I to know what needs to be paid. And if I have paid the right amount or if I have over paid. To close this matter, I would like to see a customer summary statement, outlining my bills from July to March. This should reflect what was billed - payments made and credits made to the account. We are deactivating our account as of the end of March. I was advised that a final bill will come and a box in which to send the equipment. I am still waiting for that information. Thank you for your assistance to this matter. Regards, [redacted] ***

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 CommunicationsThank you for referring the complaint of Mrs [redacted] to our office for reviewWe appreciate Mrs [redacted] bringing this matter to our attention.The Complaint states that:Mrs [redacted] contact Frontier in June to get a lower monthly rate.She was advised her rate could be close to the rate she had with Verizon, although her July and August bills are still higher.Mrs [redacted] was promised a credit that she never received.Frontier has investigated the above statements and offers the following response:We spoke with Mrs [redacted] on August 5, and agreed to credit $28, which has been applied and will reflect in to bill cycles.Frontier advises that we continue to make progress every day and explore options to ensure a consistently positive service experience for our customersUnless otherwise prohibited by LAW, Frontier may change the terms and conditions of your service, including rate changes and discontinuation of promotional pricing and discounts, at any rime by giving you days’ notice by Bill Message, Bill Insert, E-mail or other notice, including Posting Notice of such changes on the www.frontier.com websiteYou accept the changes if you pay for or use the services after Notice is providedIn addition, we reserve the right to immediately modify the service to reflect any change in any Governing Law, underlying Network Service or component affecting the serviceFrontier advises that we continue to make progress every day and explore options to ensure a consistently positive service experience for our customers.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter.Frontier Specialist: Bridget G*** Department: Executive RelationsTelephone Number: 1/###-###-#### Ext Fax Number: [redacted]

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 she would like the Frontier technician fee waived Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on August 21, Frontier explained that we are unable to waive the Technician feeTechnician ticket [redacted] notes explain IO Wire and Filter replaced in living roomFrontier explained charges are valid.Frontier explained the prior credits issuedOn 6/5/credit issued in the amount of $An additional credit issued on 8/8/in the amount of $ 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 CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate your bringing this matter to our attention.The Complaint states that:The customer has attempted to resolve an ongoing billing disputeThe customer states it took several months for the account to be bundled The customer continued to remit payment to DishWhen the account was bundled, the customer had already disconnected his Frontier servicesFrontier has investigated the above statements and offers the following response:A review of the customer’s account determined the customer disconnected service on June 6, The June 10, bill included Dish charges for months.The customer states he continued to pay Dish directly and will remit the credit that remains on his Dish account to Frontier.In turn, a credit for $has been applied to the customer’s Frontier account.The credit applied in addition to the customer’s payment will bring the account to a zero balance.A Frontier representative spoke to Mr [redacted] on January 30, 2017, and provided the above information.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that the customer may have experienced as a result of the above matterFrontier Specialist: Amara H [redacted] Department: Executive Customer Relations

Mrs [redacted] spoke with a Frontier agent and the agent adjusted the account for a total amount of $ The adjustment includes credit for the $install fee, late fees and out of service credit Mrs [redacted] requested to disconnect her services as of November 3, with order # [redacted] A return label was also sent out to the residence to return her FIOS TV equipment A Frontier representative will continue to work with Mrs [redacted] to resolve her final billing concerns

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 always thought true customer service was making sure a customer was satisfiedI experienced terrible customer service with Frontier and was provided a low quality product for one weekI spent over wasted hours on the phone with representatives who were poorly trained and gave misinformationAll said and done, I paid the $for the poor quality product and serviceI will make sure to let everyone I know about my experienceI know others dealing with this crooked company and their ratings speak for themselvesI just wish I would have known before signing up with them Regards, [redacted]

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] advises that his services are billing high Frontier has investigated the above statements and offers the following response: Account research shows prior to conversion Mr [redacted] was billing $per month excluding applicable taxes and surcharges.Records show Mr [redacted] was billed $On December 1, a credit of $was applied for the rate difference billed from May through November This should reflect in one to two bill cyclesResarch shows service order completed November 30, disconnecting service A Frontier representative attempted unsuccessfully to reach Mr [redacted] A contact letter was sent on November 30, 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 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

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

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 he previously had multiple services with Verizon Mr [redacted] requested a change in his service in September to an internet only accountThe internet service speed Mr [redacted] had with his bundled account is no longer offered as a standalone product therefore he was offered something faster with a promotional rate and a $prepaid Visa cardMr [redacted] questioned his billing statement when he received it as it showed his promotional rate for one year not two yearsMr [redacted] spoke to both customer service and a supervisor however still felt the questions weren’t answered the issue with the length of his promotion was not resolved Frontier has investigated the above statements and offers the following response: Frontier has verified Mr [redacted] is being billed the correct promotional rate he was offered however the price is not a current promotion therefore as we explained to him it will require manual credits applied to his second year of service billingFrontier also because of the timeframe was not able to generate the prepaid Visa card for Mr [redacted] so as a replacement he agreed to accept a $credit being posted to his Frontier balance 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 [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 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

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] states that the Frontier billing is incorrect and request an adjustment. Frontier has... investigated the above statements and offers the following response: Frontier located a payment in the amount of $106.87 processed to the wrong account. On 02/16/2017 the balance was transferred to the current account.Frontier determined that Mr. [redacted] is subscribing to phone only for the monthly reoccurring charge of $42.99 plus taxes and surcharges.Frontier advises that at this time the balance is in the amount of $60.33 due by 03/06/18. We regret any inconvenience that Mr. [redacted] may have experienced as a result of the above matter. .

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms. [redacted] cancelled service on January 8, 2017.Ms. [redacted] received a $10.00 for the time frame she was due to be disconnected and still had active service.In addition, Ms. [redacted] will receive... credit for the days of service she was billed for after disconnection. These credits will reflect on her statement printing January 21, 2017.Any refund due to Ms. [redacted] will be received within 90 days after the disconnection of service. 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.