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 as satisfactory to me as the business seems to be willing to make it 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

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]

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

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

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]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] . I have indeed after more than a month recieved the battery.The matter is settled but still feel it was handeled in an unprofessional manner from begging to end. After contacting the BBB the representative who contacted me I felt was insinuating I had indeed recieved the first 3 batterys.After asking Lori for the tracking numbers I never recieved then she back tracked and said she would have one sent out. Several days later she contacted the BBB tolet you know she provided the tracking number which she did not. I tried calling her several times and left a voicemail to get the tracking number and she never called back. The entire Frontier company is Extremely unprofessional and I would never recommend there services to anyone. 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 When I specifically called to change my bundle and cancel my home phone voice mail service in July-, it was with the sole purpose of reducing my rate and that intention was made clear It was explained to me at that time that I would save money by cancelling and changing my bundle However, this obviously was not the case and I was mislead with the intent to increase my costs The person that called me to discuss my complaint with the Revdex.com recently was rude and did not offer any solutions to address the additional increase I need someone with the ability to address my problem and fix it to call me in order for this complaint to be officially closed.Thank you for your assistance in this matter Regards, K [redacted]

Frontier CommunicationsThank you for referring the complaint of Han [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: [redacted] is stating he is not receiving the price he was quoted for internet services.Frontier has investigated the above statements and offers the following response:Frontier records reflect that customer was missing some promotional discounts on his bill.However as of 10/24/ [redacted] has disconnected his services with Frontier Communications.Our records reflect that credits have been issued on the customer’s account in the amount of $87.21.The final bill will generate in 1-bill cycles.We have informed Mr [redacted] of 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.Frontier Specialist: Tocoma K Department: General Manager

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 she disconnect services but experiencing difficulties receiving her refund check Ms [redacted] advises she wants a more timely refundFrontier has investigated the above statements and offers the following response: Frontier advises when service is disconnected the refund should be received within daysFrontier has issued and expedite per Ms [redacted] has requested to receive the refund as soon as possibleMs [redacted] will receive her refund within 7-business daysFrontier has was unable to reach Ms [redacted] concerning this matterFrontier has left messages and sent an Email with Frontier direct contact information We trust that this information will assist you in closing thisWe apologize for any inconvenience that [redacted] experienced as a result of the above matter Sincerely, Victoria D [redacted] Frontier Communications

July 18, 2017Case Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate your bringing this matter to our attentionAccording to the complaint: Mr [redacted] states after he terminated his service, he was advised to wait to submit payment; which resulted in his account being referred to an outside collection agencyMr [redacted] has requested to have the charge off removed and the credit report correctedFrontier has investigated the above statement and offers the following response:Records confirm Mr [redacted] called the business office on August 29, and requested to terminate his Fios Data service on September 2, Notes state the customer would not provide the new address and the representative quoted the Early Termination Fee (ETF)Notes dated September 27, indicate Mr [redacted] initiated an online chat with Frontier to inquire about new charges for September The representative advised the bill generated day before the service was terminated; which resulted in new chargesThe October 1, billing statement included prorated adjustments effective September 3, The ETF was also included on this statementMr [redacted] was mailed a Pre-Write Off (PWO) letter advising the importance of paying off the balance before it becomes credit affectingThe PWO was sent October 26, and reflected a due date of November 6, The balance was written off on November 16, and payment wasn’t received until December 14, This amount was not written off in error and will reflect as a paid collectionWe trust this information will assist you in closing this complaintFrontier apologizes for any inconvenience the customer has experienced as a result of this matterThank you,Edna CExecutive Customer Relations

Frontier has investigated the above statements and offers the following response: • Frontier’s Technical Supervisor states upon receiving this complaint we dispatched a Technician to complete the order. • The Technical Supervisor and Technician for the area called and spoke with Mrs. [redacted] .... Unfortunately, the area was very overwhelmed during this holiday period. • The bigger issue was the fact that the customer was not communicated with. Mrs. [redacted] stated that they didn’t even receive a jeopardy call for the initial miss on 12/30/15. • The Technical Supervisor apologized for the lack of communication and gave them his cell phone number and asked them to call him with any further issues. • Customer is satisfied and extremely happy to be in 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.

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 Frontier, in their attempt to resolve the issues I set forward, has proven that they are inept, dishonest, and petty They offered the combined credit of $before I filed the complaint with the Revdex.com, which was the reason I filed the complaint In the hours I had to spend on the phone and with online 'customer service' representatives, and dealing with field techs, Frontier is claiming that my time is worth less than minimum wage Frontier is STILL not providing the service they want payment for, even though, after the line was finally buried (the line from pole to house had to be replaced due to interference, moved to a different location on the exterior of the house due to improper grounding, additional work had to be done off site due to improper voltage for signal transmission - none of this information is available to Customer Service, so they say), I sent in a payment, believing the issues would be resolved Instead, I have been treated to a continued barrage of the ineptitude and pettiness that this business perpetrates on it's customers - at this point I believe it is the Standard Operational Procedure of Frontier CommunicationThe attempts to 'resolve' the issues were as such: Frontier told me that the only 'reports' that are filed on my account, that can be seen by Customer Service reps, are when I contact Customer Service with a complaint, that in my view had to be to such a degree that I could not be blown off with platitudes Frontier sent a barrage of field techs to deal with EVERY complaint and service request EVER made on the account, so that I was forced to explain the issues repeatedly to frustrated field techs who had already been out before to deal with most of the issues and knew that their field service notes were filed, but not accessible by customer service, causing the confusion The landline phone was never able to be used properly since it was activated in March, and while Frontier knew that their infrastructure was faulty, they still took payment and claimed service was provided, which lead me to have to cancel the line Internet service was never consistantly what I was told would be provided, and after the last complaint, they turned off the secondary line and slowed the primary line, even though a scheduled payment had been made Their justification for this was a 'past due balance', however they were fully aware that the bill and services were in dispute I expect to be pro-rated for the disruption of services that began on the 15th of September My belief is that Frontier cannot provide their services reliably, and has set up their internal workings, and operational procedures to cloak the fact There is no communication between customer service and field techs which gives customer support justification for not refunding service fees, and creates a monumental waste of time and energy for the customer to try to get an answer or a solution to - what should be - and easily fixed issue Because there is little to no competition for their services in this area, they believe this gives them the right to overcharge their customers and deny them the services they claim to provide A $credit is insulting, when that is half of one month's bill for servicesEspecially, in light of the fact that there are issues with services that have not been provided (as stated by Frontier) or resolved for over months of discussion with customer service; honestly, since March, when the phone was installedSeeing how I have been treated, with reflection upon other instances dealing with Frontier, I am confident that I have not been recieving the services I was paying for, possibly for years I am also concerned that, because I have continued to pursue my grievances through the Revdex.com, they will again respond with petty tactics to cause me more frustration and inconvenienceIn speaking with the Customer Service Specialist assigned to this, none of my concerns about these issues were addressed, rather avoided with attempts at distractions - in short I was stone walled Regards, [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] states that she called Frontier to disconnect her telephone line, but she wanted to keep the Internet serviceShe states that Frontier never advised her that she would lose her Lifeline credits with the State of CaliforniaShe has received a high bill with Frontier since she called themMs [redacted] states that she has called Frontier to get the billing resolved, but has had no resolution Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] called Frontier on December 4, to remove the telephone line and keep the Internet onlyFrontier did not advise Ms [redacted] that she would have to reapply for the California state lifeline discounts due to this changeFrontier spoke to Ms [redacted] on January 18, and advised her that she would have to upgrade her Simply FIOS Internet to the Simply FIOS 50/at $per monthShe agreed to do this upgrade and is aware with her Inside wire plan it will bring her bill to $before her lifeline discountsFrontier advised Ms [redacted] that she will have to reapply for the Broadband only lifeline creditsFrontier has sent a notice to the state of California making them aware of needing to send her the new formsFrontier issued a onetime credit of $towards the December and January billsFrontier spoke to Ms [redacted] and she is aware of all of the above 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 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] was charged an early termination fee in the amount of $on his Business account, [redacted] This account was disconnected on February 16, Frontier has investigated the above statements and offers the following response: As of today, March 30, [redacted] has been issued a credit in the amount of $for the early termination fee he was billed on his Business account, [redacted] The total credit amount with taxes and surcharges totals $ Amber C [redacted] a Frontier Business Complaint representative, has been working with [redacted] on the [redacted] account Amber has tried to contact [redacted] back concerning the credit that was issued, however [redacted] can’t be reached Amber will stay in contact with [redacted] going forward.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

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 filed this complaint and we "resolved" it and I agreed that they could come out on april 19th in order to install the new jacks and wiringwell the tech never came out I sat up from 6:am till well after pm when they said he would be here by never left my house called off of work in order to be here for themwhich where I work is now talking about suspending or firing me where I have called off so many times in order to take care of this issuebut back to the complaint I messaged frontier last night and they said the tech had came out and there was a issueI know for a fact the tech never came out because like I said I was up all day and never left waiting for himI am very upset over this matter and do not like them lying to methis has been at least the 3rd time they have said they would be here and never have showen up Regards, [redacted]

Tell us why here Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: [redacted] wanted Frontier to send her March payment to Verizon wireless Frontier has investigated the above statements and offers the following response: Frontier contacted [redacted] and informed her of the proper steps to take to have her payment moved by Verizon Residential and sent her copies of her statements.Frontier provided [redacted] with a direct contact to a Frontier employee that can further assist if neededWe 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 has investigated the above statements and offers the following response: Upon investigation, Frontier advises that a repair ticket was placed on May 23, Frontier located the problem and restored Ms [redacted] ’s service on May 26, Frontier adjusted Ms [redacted] ’s account for the time she was without service.Frontier confirmed with Ms [redacted] that service was restored We trust that this information will assist the [redacted] in closing this complaint

Billing concerns.Complaint: [redacted] Mr [redacted] advises that he ordered a package of FiOS TV, Land***e phone with life***e credit being retained and 100/internet at a promotional price of per monthHe placed the order at retail store in PomonaMr [redacted] states that his first bill was not correct[redacted] Frontier contacted the customer in an effort to understand what services he ordered and if he was made aware of the additional charges of equipment and taxes [redacted] Frontier has investigated Mr***'s account and has determined that the promotions on the account were not activated which resulted in higher billPromotions has been activated and Mr [redacted] is receiving the promotional prices for his services[redacted] Frontier also advises that Mr [redacted] refuses to verify his services so Frontier can advise him of the correct price and the charges associated with the servicesMr [redacted] wants us to confirm his services through Pomona storeHe refuses to understand that the only person who can confirm his services is himIn absence of his cooperation Frontier is unable to make any changes or confirm the price quote Mr [redacted] was able to confirm that he does not want F-secure on his accountI have removed that from the current services [redacted] Frontier has investigated Mr***'s account and has determined that Mr [redacted] has changed his phone to VOIP ( voice over internet) and is not eligible for the life***e credits any moreIn general the promotional advertisement does not include price of equipment and taxesFrontier Specialist: Rose T [redacted] Department: Executive Consumer

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 terminated her Frontier service in May and is disputing the final balance on her account Ms [redacted] states her services were set up for automatic payments; however, the final balance did not come out of her credit cardFrontier has investigated the above statements and offers the following response: Frontier confirms that Ms***’s Frontier services were canceled on May 23, Frontier advises that a final statement issued on May 28, with a remaining balance of $ Frontier advises Ms [redacted] had registered for the online billing service and set up automatic paymentsFrontier advises that when an account is canceled, the online billing is also canceledFrontier’s policy is to issue 2-final statements after an account is terminatedThis time period is required to ensure all outstanding charges or credits are posted to a closed accountFrontier’s policy also allows the account to cycle through its systems thereby providing an accurate reading of the accountFrontier advises that Mr***’s new address was not updated when the services were disconnected.Frontier advises that this balance has not been reported to an outside collection agency, nor has it been reported to her creditFrontier spoke with Ms [redacted] on May 3, to review this information with herMs [redacted] requested a bill copy be mailed to her addressFrontier has mailed Ms [redacted] a copy of her final statement as requestedWe 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