Frontier Communications Corp.

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, I would like to point out to Frontier that their customer service agent, Greg V***, confirmed on August 17, installation would occur on August 25, between the hours of 8:AM and 12:PM (see attached) NO TECHNICIAN showed up on this date A technician randomly showed up a few days later and we told them that the since no one showed up on the date that is confirmed on the attached email, we called and cancelled installation and went with another, more reliable, service In fact, that provider installed our service the very next day Also, Frontier needs to be aware that I NEVER received anything in the mail from them until I received the erroneous invoice Frontier needs to better train their customer service agents and technicians in the Cookeville, Putnam County, Tennessee area Regards, [redacted]

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

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

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 bill corrected, due to missed appointmentFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on September 29, Frontier explained that we issued missed appointment creditMr [redacted] explained he is satisfied with the resolutionWe 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 case of [redacted] to our office for review We appreciate you bringing this matter to our attention.Ms [redacted] upgraded her service to the Quantum service, and felt the service was not working properlyOn June 28, a tech was dispatched to the premise and corrected the programming on the FIOS video services The tech also checked Ms***’s FIOS Data speeds and found they were in proper rangeMs [redacted] is upset that Frontier’s equipment is not programmed to work with her outside equipment (Alexa) and would like to know when we will be upgrading our equipment I advised her I would pass her request on to our IT Department for a possible upgrade.When reviewing her concerns she advised one television is not working properly, so our tech support will be contacting her to assist in repairing that box or replacing Frontier provided Ms [redacted] with my direct contact number and is aware that I will be follow up to make sure her FIOS Video concern gets addressedWe apologize for any inconvenience this may have caused Ms*** We trust this information will assist you in closing this case.Frontier Executive 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: [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

Frontier Communications Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she placed an order for new service with Frontier and she was unable to get the Internet established Ms [redacted] is dissatisfied with the hold time experienced when she attempts to contact Frontier Ms [redacted] advises that she was told not to pay her first billing statementFrontier has investigated the above statements and offers the following response: Frontier’s investigation determined that an order was placed for new service on August 22, 2016, a call with technical support occurred on August 27, to assist with the setup of the Internet serviceFrontier apologizes for any inconvenience experienced during her attempts to speak with a representative Frontier shows that on August 27, a request was made to disconnect servicesFrontier shows that Ms [redacted] ’s initial bill included services billed through September 24, 2016, including installation fees for the telephone The closing statement generated on September 25, which billed a minimum thirty days of service along with an early termination fee Frontier adjusted days of the service and the early termination charges The account now has a balance of $for the five days in which service was active and the telephone installation chargeFrontier has been unsuccessful in our attempts to speak with Ms [redacted] , messages have been left asking that she provide an alternate method of contact, no return calls or messages have been received 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 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: ###-###-####

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, I have yet to see an adjusted bill so this issue is still open until I am certain that Frontier has handled this matter Regards, [redacted] ***

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

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 has two hard inquiries on her credit report from Frontier and is requesting Frontier to withdraw one of themFrontier has investigated the above statements and offers the following response: Frontier Investigated and found that we can change one of the hard inquiry’s over to a soft request and will not affect score or anything else on the credit report.Frontier advises that a credit check was completed on June 18, and October 16, A new account was opened on October 21, 2017.Frontier advises that the inquiry on June 8, will be changed over to a soft inquiry and was processed on January 11, This process takes about four weeks to complete per EquifaxWe 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 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 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] ***

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

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

Good AfternoonFrontier CommunicationsCustomer Name 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 he experienced a service outage for seven days and Frontier missed multiple appointmentsFrontier has investigated the above statements and offers the following response:Frontier’s investigation found a repair report was received on April 23, Frontier made repairs within the central office on April 30, and restored the dial tone Frontier spoke to Mr [redacted] on May 6, and verified the service is working Frontier applied a credit of $due to this outage Mr [redacted] is currently satisfied with our resolution.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr*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

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.

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

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