Frontier Communications Corp.

Frontier can advise that on 8/30/16, it is noted that Ms. [redacted] request her payment in the amount of $67.90 to be refunded to her and the consultant advised that she could not do so, and Ms. [redacted] then disconnected the call.Frontier does apologize for any miscommunication or inconvenience, however will not be issuing a refund as this payment was for services rendered.Frontier has issued an adjustment in the amount of $27.34 that will post on the next billing statement.

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 called Frontier times because of a full 1-days loss of service, complaints about pixellation etcThey actually sent me a "Return package" even before I canceledSo, I disagree with the characterizationOnline, you will also see a lot of complaints about their quality of services and like many, I was caught in the transition between Verizon and Frontier and it was absolutely poor servicePlease help! 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 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]

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 I have to say that I'm very disgusted with the money grabbing tactics by Frontier! They charged me $dollars for some fine print early termination feeHow can there be an early termination fee when I was contracted with them for over years? I wish I could afford a good lawyer to fight this, but reality told me to just pay them what I owe and be done with itThis is just plain dirty business practice, and not good for a person's blood pressureShame on you Frontier! Regards, [redacted] ***

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: ###-###-####

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mrs [redacted] bringing this matter to our attention The Complaint states that: Mrs [redacted] advised she contacted Frontier on December 20, to terminate the Video services from the account and the order was never properly completedMrs [redacted] advised that after several failed attempts to have the order completed she decided to take her services to another providerMrs [redacted] is requesting that the billing be adjusted back to the original date she requested to have the services terminated Frontier has investigated the above statements and offers the following response: Frontier spoke with Mrs [redacted] and apologized for the issue regarding her order and billing.Frontier conducted a full review and confirmed the video service was scheduled to terminate as of December 20, but was unsuccessful do to order error.Frontier has explained the final billing process and advised Mrs [redacted] that a billing follow up will be conducted on the next two cycles to ensure accuracy.Frontier has provided to Mrs [redacted] direct contact information should she have any further questions or concerns We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced as a result of the above matter

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] advises that Frontier missed the appointment to install the telephone and internet service.Frontier... has investigated the above statements and offers the following response: Frontier reviewed Ms. [redacted] ’s account and scheduled a Frontier Technician to perform a full installation as requested. A Frontier Technician was dispatched on November 29, 2016 to install the telephone and internet service. Ms. [redacted] has been advised that out of service credits will be issued from the service start date of November 23, 2016 to the install date of November 29, 2016.A Frontier Customer Service Representative spoke with Ms. [redacted] on November 29, 2016 and confirmed she is satisfied with the resolution. The Frontier Customer Service Representative will continue to assist Ms. [redacted] with any future inquires.Our expectations is that all customers have a positive experience when requesting assistance with service or billing concerns. In the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again. 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 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

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

Our records indicate a total of repair ticketsFirst ticket was called on September 1, and completed on September 2, The 2nd repair ticket was called in on September 8, and completed on September 20, November 3, services were suspended for non-pay, with a past due balance of $No payments have been applied to the accountNovember 8, 2016, Frontier spoke with Mr [redacted] , and he mentioned that he has not called Frontier to report any other problems since SeptemberAs a courtesy, I offered to credit his September monthly charges along with install fee, totaling $256.96, leaving a balance owed of $We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced because 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 that he should have a zero balance on final bill Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on April 5, and explained that Frontier issued credits to correct final bill amountMr [redacted] understands the bill cycleMr [redacted] is satisfied with the resolution and agreed to close the Revdex.com complaint 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 matterTell us why here

Frontier has investigated the above statements and offers the following response: Frontier was able to validate the Out Of Service dates via the Trouble Tickets in the systemFrontier has issued an Out Of Service Credit Adjustment, as well as the Late Fees that had been assessed to the account Frontier called and spoke with [redacted] to advise of the Credit Adjustments that have been issued to the account and apologized for the missed appointmentsFrontier ensured satisfactionWe regret any inconvenience that may have experienced as a result of the above matter

My aunt [redacted] 's address was [redacted] ***, however all bills were sent to me and paid by me at [redacted] (address that is on statement) The account number is [redacted] Frontier has already acknowledged that they owe me a refund, they just won't send the money [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 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] ***

Frontier has investigated the above statements and offers the following response: • Frontier advises that we reviewed the calls and the consumer was not promised on year of free service. • Per Tariff, Frontier is liable for credits based on the daily rate of the service that is not... functioning. • Frontier finds no additional credit is warranted. 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. 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.

Frontier CommunicationsComplaint Number: 12030587 Company Code: FrontierCustomer Name: Ronelle... Robinson Phone: 7074870998Thank you for referring the complaint of Ronelle Robinson to our office for review. We appreciate Ms. [redacted] bringing this matter to our attention.The Complaint states that:Ms. [redacted] indicates that she did not receive the proper gift card promotion that she had qualified for due to issues with bundling her Dish account with her Frontier account. Frontier has investigated the above statements and offers the following response:Frontier finds that Ms. [redacted] has received the proper gift card. Frontier has reached out to Ms. [redacted] and confirmed that she has received this gift card, and is satisfied. 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: Allison St [redacted] Department: Executive 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 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 investigated the above statements and offers the following response: · A letter was mailed to Ms [redacted] within a week of install, providing direction to visit a specific website, to claim the $VISA Gift CardFrontier has now provided the website verbally and advised Ms [redacted] to access the website and attempt to redeem her Gift CardFrontier has also advised the Gift Card may be expired due to the length of time that has passed since her Install· Frontier has sent an email to the Local Area Manager, informing of the field technician entering the premise without an adult present and not cleaning up after himself · Ms [redacted] advises of poor quality of Internet serviceIt has been determined that the lines running under the road, need to be replacedThis action requires approval, permits and cost of workThe approval has not yet been granted for this project· Frontier has apologized to Ms [redacted] for being informed there was a service outage in her area, when actually the account had been suspendedWe regret any inconvenience that [redacted] may have experienced as a result of the above matter