Frontier Communications Corp.

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 that she has been billed for an install charge to set up her Frontier Internet serviceFrontier has investigated the above statements and offers the following response: Frontier has investigated and determined that Ms [redacted] ’s installation charges were set up in monthly installments Frontier also advises there is no option for a self-install as documented on the install order.Frontier attempted to reach Ms [redacted] to advise of the above but was unsuccessful Frontier left a message for Ms [redacted] that included direct contact informationWe 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

I would like my voice mail to be reinstated Frontier deleted voicemail on their own initiative without my requesting them to do so I have called twice, been put on hold for a total of one hour and am waiting to see if this issue has been resolved In general: there should be better customer service The representatives are quite nice and appear to mean well, however, the company itself is unable to follow-through on customer requests

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is as satisfactory to me as the business seems to be willing to make it Regards, [redacted]

Tell us why hereFrontier Communications Thank you for referring the complaint of [redacted] ’s to our office for reviewWe appreciate Ms [redacted] ’s bringing this matter to our attentionThe Complaint states that: Ms [redacted] ’s states that someone disconnected her Frontier services without her consentShe states that she has been charged for voice services and has not had a service workingMs [redacted] ’s would like her number [redacted] reinstated and be issued a credit for services that she has not had workingFrontier has investigated the above statements and offers the following response: Frontier reports that on November 16, they received a port out order from a CLEC to port the number [redacted] Frontier issued an order to get the customers number back to Frontier on March 4, There were errors on the order, so the order was canceled.Frontier was able to retrieve the number [redacted] and get it back into service on April 2, 2018.Frontier has issued a credit of $for the three months that the customer did not have the voice service activeFrontier spoke to Ms [redacted] ’s today and has confirmed the service is working to her satisfactionWe trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] ’s may have experienced as a result of the above matter Frontier Specialist: Tami Lee Department: Customer Relations Telephone Number: ###-###-#### Ext Fax Number: ###-###-####

Thank you for referring the complaint of Ms [redacted] on behalf of [redacted] & [redacted] SC to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] has been trying since February to get some directory listings cancelled for the business She has tried calling several times and has not been able to resolve this issue yetFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on April 16, and they placed an order to cancel the listings she had requested to take care of Frontier also issued credit to zero out the account and Ms [redacted] was satisfiedWe 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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she set up internet, home phone, and satellite TV service with Frontier in August 2016, and was told that she will receive a $Amazon Gift Card Ms [redacted] advises that she called Frontier on October 28, to ask for the status on when she will receive her gift card She was told that she will only be receiving a $Amazon Gift Card and that it won’t be activated until Frontier receives her next payment, which Frontier did receive on November 16, Ms [redacted] advises that the next time she communicated with Frontier, via a social media representative, she was assured that it would be a $Amazon Gift Card She received a response after having contacted Frontier again in late December and was told that the Amazon Gift Card will be sent to her within to hours, but she still never received the cardMs [redacted] advises that she wants to cancel her Frontier services and not be charged an early termination feeFrontier has investigated the above statements and offers the following response: Frontier advises that there had been a delay in receiving batches of gift card codes from the gift card vendor, which then delayed the delivery of the gift cards to the customersFrontier advises that an email containing the codes for the Amazon Gift Certificate was sent to Ms [redacted] on February 25, Frontier also advises that Ms [redacted] cancelled her services on February 23, 2017, but she will still be able to use the gift card.Frontier advises that no early termination fee was charged when the customer cancelled her internet and home phone services, and the customer was advised by the agent who processed the cancellation order that there would be a $one- time fee resulting from cancellation of the internet serviceFrontier spoke with Ms [redacted] on February 28, 2017, advising her that the gift card was sent on February 25, 2017, and it can still be used, even though she had already cancelled servicesShe was also advised that there would be no early termination fee, although cancelling satellite TV service may result in an early termination fee from the satellite provider, Dish Network 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 reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she set up new service in May but had called and canceled the order before it was installedMs [redacted] reports that the tech came out and she turned him away at the door due to canceling the orderMs [redacted] states that she was receiving bills for service she did not haveShe called many times and was told it was taken care of but never was Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Ms [redacted] and did an order to have the account disconnected and also did a credit of $to zero out the accountMs [redacted] is appreciative and is satisfied with this resolution 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: Sharie P*** Department: Consumer Relations

Frontier has investigated the above statements and offers the following response: Frontier has received the equipment Ms***’s account will be credited in the amount of $on her next billing statement dated February 1, We regret any inconvenience that [redacted] [redacted] may have experienced as a result 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 Complaint states that:Mr [redacted] advises that he did not receive the promotion as promised, at $99.98.He is requesting to have the service that he was promised Frontier has investigated the above statements and offers the following response:Frontier advises that Mr [redacted] cancelled his service on June 6, 2017.We continue to explore options to ensure a consistently positive service experience for our customers and apologize for the inconvenienceA total credit of $-has been applied to Mr [redacted] ’s account.He is charged for two weeks of service, plus taxes and fees which will reflect on a Final Bill, within to days.The Final Bill will not be more than $148.97.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: Bridget G [redacted] Department: Executive Relations

The Complaint states that: Ms [redacted] advises that her second phone line was disconnected without warning, and after multiple attempts, she has not been able to get it restoredMs [redacted] advises that she was asked for her social security number, date of birth and to fax a copy of ID to Frontier in order to reconnect the lineMs [redacted] believes this may have been fraudulent Frontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience Ms [redacted] experiencedMs***’s phone line was restored on December 20, 2017, with her original phone number.Frontier advises that it is required, when adding a phone line, to input a customer’s information, creating the account for the second phone lineFrontier has reviewed and determined that this was not fraudulentFrontier advises that we spoke to Ms [redacted] on December 21, 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 meI think that a more timely response would have been more appropriate and all of this could have been avoidedI hope that your response to issues will be handled more responsibly in the future Regards, [redacted]

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 Frontier advised him that Red Wings hockey games on Fox Sports Detroit would be available for viewing with his television subscriptionHe found that games were blacked out, and when he contacted Frontier to get credited for the service he could not get a resolution Frontier has investigated the above statements and offers the following response: Mr [redacted] cancelled his services with Frontier effective December 5, Frontier credited Mr [redacted] ’ account $for billing and services issuesI spoke with Mr [redacted] on December 6, and advised that once his final statement issues on December 27, that he will be receiving a refund and I will request an expedited refund for himFrontier advised that expedited refunds take to business days to receive in the mail once processedI have provided Mr [redacted] with my direct contact information if he needs further assistance 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 find that this resolution is satisfactory to me We will review the December statement when it arrives approximately December 15, and advise at that time 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] The information that you received from Frontier does not describe my issues and communication with themI had problems since April and until October 22, when they finally dispatched a technician I received calls and an email from Frontier and they offered me a $credit a $a month discount for monthsThis is what I accepted, not just the $creditI need to reiterate that I EXPERIENCED PROBLEMS WITH MY SERVICE FROM APRIL, UNTIL OCTOBER 22, They ignored my complaints, and I didn't continue calling because it was difficult for me to get my message across to them

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 he was billed for early termination fee and an unknown charge after upgrading his service Frontier has investigated the above statements and offers the following response: Research determined Mr [redacted] subscribes to the FiOS 150/with Ultimate TV with rooms for $excluding applicable taxes and surchargesAccount research shows on bill date December 7, [redacted] was billed $for a Promotional Broadband Simply Fios credit This was billed in error.Records show Mr [redacted] was billed an early termination fee of $200.00.On December 09, credit for $was applied to the early termination fee This should reflect in one to two bill cyclesOn December 28, a credit of $was applied for the promotional discountsThis should reflect in one to two bill cyclesOn January 24, a credit of $was applied to the account This will reflect in one to two bill cycles A Frontier representative spoke with Mr [redacted] who indicated satisfaction with the resolutionWe 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 Specialist: Amy B [redacted] Department: Consumer Relations

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 What the resolution proposed by Frontier did not include was that on April 5th when a technician was sent to our location, nobody was home and we were not notifiedWe were told after placing the call on April 3rd that on Friday, April 6th, a technician would be visiting our home and someone must be home to let the technician in if they needed accessMy husband took a half day off of work, as the tech was supposed to arrive sometime between noon and 5pm I believeNobody ever came, and nobody ever called.When we called Frontier, they indicated that a tech visited the neighborhood the day before, did not require access to the home, and closed the ticketWe received no call or notification that this matter was already closed and my husband didn't need to take a half unpaid day off of workThis is the second time this has happened (no cashow from a technician and a half day of wages lost); the first being in October of 2016.I proposed that, given my subsequent cellular data fees (that I incurred as a result of not having wifi service at home) I receive a minimum of two months credit (at $34.99/month)Frontier rejected my request for two months credit, and also said they would be unable to compensate me in any way for my husband's half day of lost wagesThis is unacceptableFrontier is consistently elusive about why we might be encountering connectivity and speed issues, consistently poor at communicating between customer, technician, support reps, and main office operations, and unwilling to fix issues when they occurI'm still not pleased with their proposed resolution and at a minimum, I require two months of credited service at $34.99.Regards, [redacted] ***

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that he was charged two technician isolation fees of $by FrontierHe states that his Internet service was not working and when Frontier went out to repair it, they replaced the modem which was Frontier’s equipment and does not feel that he should have to pay for the chargesHe has been issued one of the $credits, but feels that he should get the credit for the second one as well Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] was charged two $trip fees to send the technician out to his home on two separate occasionsEach time the Frontier technician went out to the customer’s home there was no access and the service was working at the NIDFrontier has issued a total credit of $to Mr [redacted] account as a courtesy since it was the Frontier modem that was not working properlyFrontier left a message for Mr [redacted] today with all of the information above 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

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention###-###-#### The complaint states that: Ms [redacted] advises that she had issues with her Frontier service during the transition from AT&T and after Ms [redacted] advised a Frontier sales representative about the issues and was told that these were not and that she should contact Frontier to get it fixed.Ms [redacted] advises that she called Frontier each time she had an issue and did trouble shooting with technical support and then requested a technician to come out to her home.Ms [redacted] advises that she paid her monthly bill on time and was advised by two different representatives that she would receive a month’s credit on her next bill statement which she never received.Ms [redacted] advises she cancelled her account that she had for over three years and was in good standing Ms [redacted] wants credit off her account and for Frontier to stand behind their products and what their employees promise customersFrontier has investigated the above statements and offers the following response: Frontier investigated and found that Ms [redacted] called in multiple times in regards to pixelating on her television A repair ticket was put in on January 21, and a technician was out on January 22, and swapped out a defective DVR box and it tested good.Frontier advises that credit has been applied to Ms***’s account in the amount of $and has a balance left of $ Ms***’s bill printed on April 9, Ms [redacted] disconnected her account on March 15, 2018.Frontier spoke with Ms***, on April 12, and she is aware of the final bill amount of $and she advised that she will make the final payment on her account We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

The Complaint states that: Despite several attempts to resolve billing concerns, Ms [redacted] has not been able to get a resolution through Frontier’s Customer Service DepartmentMs [redacted] has had several disconnections, and advises that she has not been able to get a clear explanation of her charges Frontier has investigated the above statements and offers the following response: Frontier advises that a thorough audit has been done of Ms [redacted] ’s account, and the balance is deemed valid based on monthly recurring charges and payments receivedFrontier attempted to reach Ms [redacted] to advise of the above but was unsuccessfulFrontier left several messages for Ms [redacted] that included direct contact information

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 cancelled her service with Frontier and is now receiving a bill for service under a... telephone number she never had. Frontier has investigated the above statements and offers the following response: Frontier investigated Ms. [redacted] ’s Frontier account and found that she ported her number out on September 30, 2016.Frontier found an additional account that was activated on October 17, 2016 in error.Frontier provided an adjustment of $52.63 on March 3, 2017 on Ms. [redacted] ’s account. Ms. [redacted] no longer has a balance with Frontier. Frontier spoke with Ms. [redacted] on March 3, 2017 and advised the information above. Ms. [redacted] is satisfied. 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.