Frontier Communications Corp.

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]

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

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] ***

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

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

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 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

Frontier has investigated the above statements and offers the following response: · Frontier records indicate Mr [redacted] was made aware of the update to Frontier’s Terms of Service on his June statementA phone number was provided on every Frontier customer’s statements were able to call and opt out of the new Terms of Service· The Auto-pay payment that was paid on November 2, has been charged back on November 13, · No adjustments are warranted on Mr [redacted] ’ accountWe regret any inconvenience that [redacted] may have experienced as a result of the above matter

Dear Ms [redacted] We received your Revdex.com Rebuttal regarding the loss of service in June, multiple reports and credit promised but not received I appreciate you taking the time to share your experience with us and apologize for any frustration Review of your complaint revealed you did report trouble and records show the trouble ticket numbers included in the complaint are accurate However, there is no indication you were completely without service for the month of June Your service was discontinued June 30, but the billing statement for June generated on June 4, 2016, prior to the disconnection of service and the current activity for June was $ Frontier issues credit for time out of service, as there is no automatic adjustment applied along with reported trouble The July 4, billing statement reflected the previous balance of $200.00, there was no payment received and the balance brought forward remained $ The current activity for July indicated service disconnection June 30, and was credited for services billed in advance for the period June – July You were also charged an Early Termination Fee (ETF) of $56.63, which brought the current charge to $36.16.On August 22, a credit was issued in the amount of $for the month of June Unfortunately, the credit was denied on September 2, As of August 17, 2016, the credit was resubmitted for executive approval in the amount of $ Unfortunately, the credit was denied on the account, by the Executive assigned to your case, as you were advised, we do look at all aspects of the case before making a decisionI do apologize that Frontier’s policy indicates that you must be out of complete service for more then hours, in which the trouble reports would need to show this interruption before any credit can be applied and approved I do apologize that your credit request was again denied, and is now paying and dueWe are continuously working to improve quality and your feedback is extremely valuable When needed, our main # for Customer Service and Repair is ###-###-#### and for Office of the President it I [redacted] Sincerely,Felicia T***Executive Customer 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 I ordered Frontier's services back on Dec15, and was given a monthly service charge of $a monthI received my first bill and was charged $I've tried to contact Frontier communication on several occasions and was given the run-a-roundOn Jan4, 2017, I spoke to a representative name [redacted] (no last name given) and he credited me $to cover added charges they charged me for installation, modem, etc, that was suppose to be freeAfter crediting that amount, I told him the prorated charges needed to be fixedMy monthly service charge is $a month and this bill is for month and a halfTherefore, I told him the prorated charges for December should only be about $which is half of the monthly charge, making a total of $before taxesAt this point he agreed and said since he has already done a large credit on this account for the additional charges for installation, etc, he couldn't credit anything else because he had reached his limit on creditsHe then informed me he was going to forward a message over to his manager to contact me in 24-hours to correct the chargesAs of Jan19th, I have made several calls to the call center to get a manager to credit my bill and have been placed on hold for hoursWhen I contacted a representative over their chat system, the representative told me that the original credit of $will not appear on my bill for - months and that I needed to pay the $in order to continue serviceI can't see why I need to pay extra money when I am not responsible for these additional chargesI need this account resolved ASAPI'm at the point of contacting an attorney to dispute this in court and be paid for my frustration from your representativesI'm trying to prevent this from going that far and need someone to fix this billI received a letter through Revdex.com from Amara HFrontier Customer Relations Specialist/GM Specialist and was assured that this credit will be taken care ofNow that this has been in a past due balance on my account I'm afraid I will not get the $gift card I was promised as a gift for signing up with FrontierI need something done about this quickDesired outcome is for my account credit to be placed on the account and my gift card sent to me as promised Regards, [redacted] ***

Thank you for referring the complaint of Mr [redacted] E [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] states he was billed for service that he never received through FrontierFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that Mr [redacted] called Frontier on September 27, to cancel the service.Frontier applied a one-time credit to Mr [redacted] ’s account in the amount of $to zero out the balance on his account.Frontier spoke with Mr [redacted] on February 2, to adviseWe 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 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]

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 reject this response for two reasons1.) The complaint wasn't specifically about the most recent phone outageIt was repaired (mostly) before I filed this complaint2.) The complaint is about ON GOING problemsThe intermittent static issues and phone outages that happen too frequentlyIn my conversation with Lori from Frontier, she stated that she would contact the local manager about these issuesI have my doubts that any of this will be resolvedSo until the phone lines are properly repaired and our phone service is dependable I consider this unresolvedAlso, I would like to submit photos of two phone boxes that have exposed lines, that could possibly be part of the issueCan you instruct me on how to upload those to share?Regards, [redacted]

Frontier has contacted Ms [redacted] and issued two credits, one for $for the misinformation on pay per view movies provided to Ms [redacted] back October at time of moving service.Frontier has contacted Ms [redacted] and frontier has issued per agreement with Ms [redacted] a upfront $credit to the account to resolve the $amazon gift card

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

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 still not received any information from Frontier on how they are going to resolve the issue and how the bill is going to be adjusted for providing one-tenth the service speed promisedThis is typical bait and switch 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: 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

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 had a personal account and a business account with Frontier Last week, I received the $refund for the business account that was not my complaint I actually closed my personal account prior to the business account and was told times over months by Frontier associates, to IGNORE THE BILLS, and they reassured me that it would not affect my credit and was not flagged to be sent to a credit agency, but it was Now, Frontier will not discuss it with me or withdraw the bill, "because it is in collections" I called the collection agency and they agreed with my grievance so sent it back to Frontier to resolve Frontier sent it back to collections and I received a letter of notification yesterday.I believe they were looking at the wrong account and possibly noting the wrong account when I called and asked about the bills, but I don't know as I cannot search their records or track the separate employees I spoke with I also believe that they did not shut off my account the day I requested it due to Hurricane Irma and the preparations utilities were making as it approached Florida.Again, I would have paid the bill in the beginning if they would have told me I owed the bill Now, I am angry and expect them to negate the bill and FIX MY CREDIT REPORT I have now spent hours each week of my time running a small business, on calls, emails, and replies for a $bill that I had no problem paying If I do not get resolution this week I will file a lawsuit for my time Frontier's terrible customer service is why I changed companies to begin with! 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 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

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises that she was on a two year agreement beginning and now the set top box price increased and the VOIP Administration feeFrontier has investigated the above statements and offers the following response:Records show on bill date September 19, under Important Customer Information, Frontier notified Ms [redacted] of the FiOS TV Set Top Box rate increase, as well as the VOIP Admistrative fee.Records show Ms [redacted] is receiving a Loyalty Credit for $through November 24, 2017.On October 30, the $Loyalty credit was removed and a $Loyalty credit through October 29, 2018.A Frontier representative will manually follow up to ensure all credits are reflecting on the account.A Frontier representative spoke with Mr [redacted] who indicated satisfaction with the resolutionWe trust that this information will assist you in closing this complaintWe regret any inconvenience that [redacted] may have experienced as a result of the above matter.Frontier Specialist: Amy B [redacted] Department: Consumer RelationsTelephone Number: [redacted] xt 114-Fax Number: ###-###-####