Frontier Communications Corp.

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 am still having issues and they capped my internet at all last month and the cap should have been the broadband max limitthey did give me a number to call so I will try that and go from there Regards, [redacted]

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: Mr [redacted] states that he requested to cancel his services on March 6, however was still receiving a bill.Frontier has investigated the above statements and offers the following response:Frontier records reflect Mr [redacted] did contact Frontier on March 6, however order was not written to disconnect servicesFrontier records reflect that courtesy credit has been issued toward Mr [redacted] ’s account in the amount of $Please allow 1-bill statements for the credits to reflect on the customer’s billFrontier representative has spoken to Mr [redacted] and customer is satisfied with 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

Frontier investigated and found the following: Mr [redacted] currently bills 50/50/FIOS Data @ $- $25/Discount = $monthlyHe previously billed FIOS 25/Data @ $- $20/Discount which expired on 9/1/= $Mr [redacted] was given a misquote on price of FIOS Data service when he spoke to an agent on 7/13/Frontier apologizes for the misinformation, however, Frontier does not have an offer at this time that will bring his data price down to $If Mr [redacted] has any additional questions, please contact the undersignedWe trust that this information will assist the Commission in closing this complaint Sincerely, Shabrenia W***(o) ###-###-#### (ext.)

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: Customer has canceled his account with Frontier and wants his refund sent to him now Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and there is a refund that is due to the customer in the amount of It is Frontier policy that it can take up to days to fully close an account and send the refund back to the customerThe customer will receive the refund on or before 10/15/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 has investigated the above statements and offers the following response: Within Frontier guidelines please allow at least hours for repair trouble tickets to complete depending on repairFrontier prioritizes the appointments based on need for emergency, medical necessity and dial toneDue to an unanticipated increase in workload Ms***’s trouble ticket was dated out in order to provide an accurate completion dateLegally, if there is not a contract on file Frontier can only hold Ms [redacted] to a one year agreement because one year agreements are verbalIn this case, Ms [redacted] has already fulfilled the one year agreement so whenever she cancels Frontier will adjust the Early Termination Fee.Frontier has been unsuccessful in reaching Ms [redacted] however a detailed message was left with contact information We regret any inconvenience that Ms [redacted] may have 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 attention The Complaint states that: [redacted] states that his services with Frontier were not repaired in a timely manner Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate Mr***’s services have been restored.Frontier advises a time out of service adjustment has been applied to the account.Frontier advises that it has spoken to [redacted] on January 4, and apologized for the length of time to repair his serviceFrontier advises Mr [redacted] has been made aware of the time out of service adjustment issued to the accountWe 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 reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she was billed for a full month of service even though she requested to terminate her service earlier.Ms [redacted] states she was charged for services on January 8, Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] had pre-paid her service and was eligible to continue receiving service through the end of her bill cycle.Frontier advises that Ms [redacted] ’s December 15, statement was issued for a balance of $due on January 8, Frontier advises that Ms [redacted] had her Frontier account set up on Automatic payments which is displayed on her statementFrontier advise that the December payment was processed as scheduled on January 8, Frontier advise that January 15, statement was issued for $which billed a Broadband processing fee of $and promotion term fee of $plus taxesFrontier issued an adjustment in the amount of $plus taxes for a total adjustment of $21.06.Frontier advises that the remaining balance due for the Broadband processing fee is $which is due on February 8, 2018.Frontier advises that several attempts were made to contact Ms [redacted] to discuss this issue further but was unsuccessful speaking to her.Frontier has mailed Ms [redacted] a letter with direct contact information if she needs any further assistanceWe 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 your bringing this matter to our attentionMr [redacted] reported trouble with the caller id TV feature on of his televisions On July 22, 2016, a technical support specialist spoke to Mr [redacted] and began troubleshooting to isolate the issue Technical support re-programmed the caller id tool in an effort to rectify this issue The customer will re-set the coax wire Technical support will follow up with the customer to confirm the caller id feature has been restored to all televisions.Sincerely,Amara H.Frontier Customer Relations Specialist/GM Specialist

Frontier CommunicationsThank 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 the account in question was fraudulently set up without his permission and it has now affected his credit report.Mr [redacted] is requesting that this account be removed from his credit reportFrontier has investigated the above statements and offers the following response:Frontier has reviewed the submitted complaint and has found that a member of the Executive Escalations team has reached out to Mr [redacted] on March 23rd, to resolve his concernsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that MrFelipe has experienced as a result of the above matter.Frontier Specialist: Austin B [redacted] Department: Executive Consumer Relations

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] advises that he is being billed for a full month of service even though he wanted to end his service earlierMr [redacted] was advised that he would receive return kits to send back the equipment; however, he has not received them yetFrontier has investigated the above statements and offers the following response:Frontier advises that Mr [redacted] has pre-paid for his services and is eligible to continue receiving service through the end of his billing cycle which ends on April 16, 2018.Frontier advises that the order to terminate Mr [redacted] ’s services will be completed on April 16, Frontier advises that once the disconnect has been completed, the return kits will be processed and he should receive them within 7-business days from that dateFrontier spoke with Mr [redacted] on April 10, to review this information with himWe 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 advises that Ms [redacted] upgraded her internet services from Simply Broadband Max, with a monthly re-occurring charge of $plus applicable taxes and surcharges to Simply Broadband Ultimate with a monthly re-occurring charge of $plus applicable taxes and surchargesAdditionally, Ms [redacted] upgraded and added Frontier Secure Personal Security Plus Bundle with a monthly re-occurring charge of $plus applicable taxes and surchargesFrontier advises that there are four recorded trouble tickets for service related concernsOne trouble ticket was placed in July and the remaining three trouble tickets were placed in SeptemberThere is not an affiliated trouble ticket for the month of August.Frontier advises that of the three trouble tickets placed in September, two were common causes.Frontier advises that Ms [redacted] received a $billing adjustment for the month of July.Frontier advises that Ms [redacted] received a $billing adjustment (the equivalence of one monthly reoccurring charge for the internet service) on August 4, 2016.Frontier advises that Ms [redacted] received a billing adjustment on August 30, in the amount of $for her Frontier Secure Internet Security Package not activating properly.Frontier advises that Ms [redacted] received a billing adjustment on October 21, in the amount of $for the nine days she was without service in September.Frontier advises that no further billing adjustments are warranted at this time 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

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] states she had multiple issues with Frontier’s service and she closed her accountShe states she was billed for unreturned equipment charges after she returned the equipment to FrontierFrontier has investigated the above statements and offers the following response: Frontier posted a credit of $related to previously billed monthly charges to Ms [redacted] ’s account on January 1, The remaining amount of $should show as credited to Ms [redacted] ’s account on the January 10, billThis will bring her account balance to zeroWe 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 has received notification of a complaint from the above individual According to the complaint:Ms [redacted] was quoted a different rate after service was installed than when she first established service The customer was quoted $plus taxThe customer was advised HBO and Showtime would be free for months.Frontier has investigated the above statements and offers the following response:On September 20, 2017, a Frontier representative spoke to the customer and advised the Starz/Encore promotion was could not be combined with any other premium movie channel offer.In this case the customer was not eligible to receive HBO/Showtime free for months because she was receiving Starz/Encore free for months.To honor the promotion a credit in the amount of $has been applied to the account.This credit was calculated as follows $(HBO), and $(Showtime) plus tax for months ($37.98(channels) +$(tax)= $(monthly credit) x months =$(total credit).The customer has been advised to remit payment -for the next months to satisfy the billed charges for HBO and Showtime.The customer has been provided with direct contact information in the event further assistance is needed as it relates to this issue.We apologize for the trouble the customer has experienced We trust this information will assist you in closing this complaint.Sincerely,Amara H***###-###-####cc: [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] , at ###-###-####, states that she has experienced an issue with her Frontier billing statementFrontier has investigated the above statements and offers the following response: Ms [redacted] was charged an amount from dishnetwork of, $234.76, on her Frontier billing statement However Ms [redacted] does not have dishnetwork television service Frontier has issued Ms [redacted] ’s Frontier account a credit in the amount of, $234.76, for these charges Frontier apologizes for any inconvenience that this may have caused Ms [redacted] 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 has refunded my deposit, but has not offered any compensation for all the time spent waiting during the two no call no show installation appointments, my work missed, and the time spent on the phone resolving their mistakes Frankly I don't believe they will do anything further, but want to express my displeasure with how they treated me, and don't believe a simple refund is sufficient Regards, [redacted] ***

Frontier Communications 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] was being billed for more then what she was quoted when setting up the bundle on July 10, Ms [redacted] moved her service to a new address when this happened the term agreement started all over again Frontier has investigated the above statements and offers the following response: Frontier has reviewed the bundle prices at time Frontier issued an order to fix the promotional discounts.Frontier has submitted a request for credit for the bills of March 13, through and including July 13, 2017, Ms [redacted] has agreed upon.Frontier as advised Ms [redacted] that we have reduced her bill to per month and also will follow up each month with an additional credit of until the end of the term agreement on July 11, 2018, Ms [redacted] has agreed upon We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] with [redacted] has experienced as a result of the above matter Marcia S Office of the President ###-###-#### 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 Thank you kindly for your advocacy on my behalf in this matter Regards, [redacted]

The Complaint states that: Ms [redacted] advises that she requested a cancellation of her services on February 13, with February 21, as a due dateInstead, her services were disconnected on February 14, Mr [redacted] advises that we reestablished service, and was advised that she would not pay and one time charges or fees associated with the week of service neededFrontier has investigated the above statements and offers the following response:Frontier advises that a credit has been issued toward Ms***’s account for all one time charges for installation and service associated with the 2nd account created in order to reestablish service due to Frontier’s errorTotal amount for the credit is $296.08.Frontier advises that Ms***’s refund will be issued in the form of a check in approximately 30-days

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 three children at home and have to drive minutes one way to get cell phone service to be able to report my phone outI attempted to do it online and received a red error message stating it was temporarily unavailable at this timeI am currently on the phone with frontier AGAIN (dec17) to report our phone out AGAINWas on hold for over minutesWas finally given a trouble Ticket # [redacted] after speaking with angel out of TexasThe call lasted 33minutes Regards, [redacted]

Frontier CommunicationsThank you for referring the complaint of Jessica [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] is upset that after she downgraded her internet was not working, and her trouble ticket was closed out Frontier has investigated the above statements and offers the following response:Frontier records indicate that Ms [redacted] was disconnected for non-payment on January 26, 2017.Ms [redacted] made the appropriate payment to restore service, but service did not work.Multiple Trouble tickets were requested, and service was power cycled and was reinstated on February 3, Frontier issued a day out of service credit adjustment to the account in the amount of $in which will post in to bill cyclesSpoke with Ms [redacted] on 2/3/and had a tech dispatched to her residence to repair her internet services.Ms [redacted] verified all services are working and is satisfied and thanked me for calling.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.Frontier Specialist: James N [redacted] Department: Customer Relations