Frontier Communications Corp.

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

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

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

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] ***

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]

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

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate your bringing this matter to our attention Due to the complex nature of this complaint and billing that occurred prior to the transition to Frontier additional time is needed to further research payments vs billed charges An extension is requested through August 12, A final disposition will be submitted on or before this date Thank you in advance for your consideration Amara HFrontier Customer Relations Specialist/GM Specialist

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

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

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.

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 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

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 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 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]

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 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

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 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] ***

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