Frontier Communications Corp.

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

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

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] indicates that he has disconnected service and that Frontier will only provide a refund via a Citibank Visa CardMr [redacted] would prefer a refund via check Frontier has investigated the above statements and offers the following response: Frontier issues refunds for disconnected residential accounts via a prepaid Visa card managed by CitibankPlease contact Citibank directly at ###-###-#### for a replacement, or if you have questions about using the Citibank card.Frontier spoke with Mr [redacted] on April 5, and discuss how this card can be deposited in his bank account thru Citibank’s website 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

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] states they disconnected their Frontier account but then wanted to port their number to another provider so she reactivated her account with Frontier· Ms [redacted] states there was a charge that she paid and that she received a final bill of · Ms [redacted] states she is now receiving a bill for and is receiving collection noticesMs [redacted] is disputing these charges Frontier has investigated the above statements and offers the following response: · Account review shows Ms***’s service was disconnected on 1/15/and she contacted Frontier on 1/28/stating she wanted to reconnect the service so she could port the number to another providerThe account was re-established on 2/1/and ported out on 2/8/ This created accounts with the same telephone number, but with separate account numbers and statementsThe old account disconnected on 1/15/has an account number ending in with a billing cycle of the 10th and the new account ported on 2/8/has an account number ending in [redacted] with a billing cycle of the 1st · The new account number ending in [redacted] that was re-established on 2/1/generated a standard minimum month billing and included installation fees A Frontier agent provided credit in the amount of that was intended for the new account; however this credit was applied to the old account disconnected on 1/15/ending in instead of the new account· Account review shows Ms [redacted] received a final billing statement on 2/10/for the old account ending in This statement reflected a past due balance owing of 290.56, prorated credits back to the date of disconnect on 1/15/16, the credit provided by Frontier, and the payment from Ms***This left a remaining balance owing of which was paid on 3/31/Previously, Frontier did not receive payment from Ms [redacted] for charges billed on her 12/10/statement for services on the old account from 12/10/15-1/9/ Without the credit that was intended for the new account but applied to the old account in error, the payment would not have been sufficient to cover charges still owing· A final billing statement generated on 3/1/for the new account number ending in [redacted] in the amount of which reflected the minimum month billing and installation fees Account review shows an additional adjustment was provided on the new account in the amount of on 6/8/leaving a remaining balance owing of Frontier has already waived the minimum monthly billing for Ms [redacted] and she received duplicate credit for the install fees billed on the new account The remaining balance of on account number ending in [redacted] is valid We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter Sincerely, Frontier Executive Customer Relations

Frontier has reviewed the account of Ms [redacted] and finds that her 7/7/statement did bill for services from 7/7/through 8/6/in the amount of $53.41.Ms [redacted] then ported her service to another provider on 7/11/16.The final bill then generated on 8/7/in which did have a $early termination chargeThis charge together with the unpaid prior bill in the amount of $53.41, minus prorated credits, did leave a balance in the amount of $130.59.Frontier as a courtesy has issued an adjustment in the amount of $for the term fee that generatedThis leave a $credit balance on the account as Ms [redacted] did pay her balance in full.Frontier has expedited a request for a refund to be mailed.Ms [redacted] can expect to receive this refund within 14-business days by U.SMail.Frontier does apologize for any miscommunication or inconvenience caused

Frontier has investigated the above statements and offers the following response: [redacted] business account was established December 22, [redacted] business account has a monthly reoccurring charge in the amount of $before taxes and surchargesThe Frontier phone is $and the Frontier Internet is $ [redacted] business account was also receiving promotional credits in the amount of $115.00.A Frontier consultant has been on direct contact with Ms [redacted] and explained the initial statement balance was due to prorated chargesFrontier has also adjusted the installation cost in the amount of $219.00.The last payment Frontier received towards [redacted] account was on February 12, in the amount of $[redacted] has decides to take the Frontier number to a different providerMs [redacted] has been advised of the Early Termination Fee in the amount of $952.52.Frontier’s policy states it can take up to days from the date of service termination to allow the account to cycle through its systemsThis is to ensure all outstanding charges or credits are posted to the closed account, thereby providing an accurate reading of the account We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] ’s service issues did not require a technician to access her homeThe concern was being internally diagnosed and repaired.On April 27, 2016, Ms [redacted] decided to cancel service with Frontier, after finding another provider.Frontier has issued a service order to cancel the accountMs [redacted] credits for the cancelled service will reflect on her June 1, statement.A Frontier consultant has been in direct contact with the customerWe 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is less than satisfactory to meThere needs to be an explanation regarding complete lack of communication from both our business representative and his superiorsI have reached out numerous times over the past three months via voice mail messages and emailsThe complete avoidance and lack of communication on multiple levels of the organization needs to be addressed 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.Also - I have a total of chat logs that were sent to me that took place after my phone call to cancel - the transcript that is attached shows where the employee said after I paid the $I would have no more billing - it would be a zero bill or a creditTHE ONLY REASON WE PAID THE $BILL WAS WE RECEIVED A NOTICE THAT THEY WOULD DING MY CREDIT! So we figured lets pay it and then dispute it and here we are today Regards, [redacted]

Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that Frontier installed equipment in her home and damaged the floor in the process.Ms [redacted] has been waiting two and a half months for the floor to be repairedFrontier has investigated the above statements and offers the following response: Frontier has been advised that the floor repair should be completed by April 30, 2018.Ms [redacted] has been issued a credit of $for the frustration this has caused This adjustment will be available on the statement date of April 25, We regret any inconvenience that Ms [redacted] has experienced as a result of the above matter.” Frontier Specialist: Laurie [redacted] Department: 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] states that he has experienced issues with his telephone service from FrontierFrontier has investigated the above statements and offers the following response:Frontier records show that a repair was completed on January 31, Frontier issued an adjustment in the amount of $for the loss of serviceFrontier has made several attempts to contact Mr [redacted] regarding this issue but has been unsuccessful in speaking with him.Frontier has mailed Mr [redacted] a letter with direct contact information if he needs any additional assistance 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

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 meThey have also provided me written acknowledgement and correction of the mistake on my request in the event that this case should find a way to reopen itself 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.The frontier representative that I spoke with on 11/29/made a verbal contract with me that has not been keptWhether or not she made notes and whether the call recording was retained are Frontier issues, I only know what I was told.I have attached the email I sent on 12/17/and the emailed acknowledgement response (ID# [redacted] ) from FrontierFrontier did not followup as promised in their emailed acknowledgment 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.Please could Frontier send us a new bill so that we may pay what we owe as referenced in business's response? 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: Mrs [redacted] states that her internet services has not worked properly for several years.Frontier has investigated the above statements and offers the following response:Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and network interference.Frontier also advises that the available Internet speed depends on the distance from Frontier’s closest facilities.Mrs [redacted] location is over feet from the nearest Frontier facilities.Frontier is providing the fastest Internet speed that it can provide at this location at this time.Frontier has investigated Mrs***’s account and has determined that due to a surplus of WiFi traffic in his home or immediate area, WiFi network congestion could be affecting Internet service speeds.Frontier advises that plugging devices directly into the router through a wired connection should address this issue.Frontier also advises there are no trouble tickets, tech dispatches for this customer nor outages reported for this area since February 2017.At this time no credit is warrantied toward the customer’s account.Frontier representative have tried to reach Mrs [redacted] and was unsuccessful.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 Specialist: Tocoma K Department: General Manager

Frontier has reviewed Ms***’s account and found that she subscribed to phone, internet and Dish service on July 11, with a $Amazon Gift Card offer With this offer the customer will receive a gift claim via email with the Amazon e-card code days after the installation date of their qualifying services and customer has paid their initial bill Frontier advises that a trouble ticket was submitted on November 22nd as the customer had not received the gift card The promotion was reactivated on the account; however, on January 5th a representative removed the promotion in error Contact was made with Ms [redacted] on January 16th to confirm the email address for the Amazon Gift e-card An order was placed to re-add the promotion and a request was submitted to expedite the e-card to the customer Ms [redacted] was advised that she would receiving the email with the e-card within to hours Follow up was made with Ms [redacted] on January 19th to confirm that she received the Amazon e-card A $courtesy credit was applied to the account due to the inconvenience

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12548179, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I filed complaint with the Revdex.com on 12/11/regarding Frontier Communications offering me a price for internet, phone, and cable television services which they could not honorI spoke to a Frontier representative on 12/12/and they advised me that my remaining balance was $once I cancelled my services on 1/1/Additionally, this final amount is documented on the response from Frontier and can be viewed in the Revdex.com complaint historyMy credit card was auto-billed $on 12/24/and my services were cancelled on 1/1/This should've resulted in a credit of $However, 1/2/I received a bill for $63.16, which is not what is documented or agreed uponThis type of bait-and-switch tactic is common in Frontier, where it's common to hear, "I'm sorry what the previous person told you was incorrectThere's nothing I can do." There's no accountability even when documentation exists.Needless to say, I refuse to pay the $and am seeking a refund of $for the amount I overpaid in my December billI specifically asked if there were any additional termination fees and was told there was none Regards, [redacted]

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that the remaining final balance was for the service dates between November, and December 13, 2016.Frontier spoke with Ms [redacted] who paid the final balance due in fullFrontier advises that a paid in full letter will be sent via standard mail.Frontier advises that the report will be updated to reflect that the debt has been paid.Frontier advises any changes or updates in credit reporting may take up to days to reflectFrontier spoke with Ms [redacted] in regards to the aboveMs [redacted] presented no further questions or concerns We regret any inconvenience that [redacted] may have experienced as a result of the above matter

Thank you for referring the complaint rebuttal of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: “There is still the dishonest claim, already verified verbally by Frontier to this customer via phone with Frontier Jill, that there was a contract and thus a $early termination feeSeriously? Howcan Frontier justify that bogus fee? I never agreed to that, signed that, or was notified about this "fee" that would cone up years into service! Who ever heard of such a scam? I will agree to Fronter's response when they remove the bogus contract clause with $early termination feeIs that how they treat long-term customers?: making up or slapping on a hidden contract and fees? This is a case of principle: one customer among many who are being deceived and slammed with bogus fees (Frontier's own representativevtold me he had had this happen to him and he believed it was wrong) when they terminate serviceDo they realize some other customers may have to choose between paying the rent, feeding their kids, or even an elderly client may have to forgo their heart medication because of this huge, greedy company's slimey business practicesFor that reason I stand my ground: on principle and for the little customers all over that Frontier is deceiving and stealing from.” Frontier has investigated the above statements and offers the following response: Frontier’s position in this matter has not changedMs [redacted] ’s account was in an automatic renewal bundle contract since March 10, As part of this bundle contract, the account was provided discounts on the monthly service chargesFrontier bills one month in advance, with the bills being generated on the 13th of each monthThe billing for September 13, had already been initiated, creating the automatic pay entry, when the account was closed by porting the phone number to another provided on September 19th, The October 13, bill statement contained a $Early Termination fee as the account had been in contract at that timeThis is automatically generated by the billing systemIn this instance, Frontier has removed the Early Termination Fee, crediting it back to the accountThis will leave a credit balance to be refunded to the customerThe refund period is 60-daysFrontier will request to expedite the refund of the credit balance on the account 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: Brian M [redacted] n Department: Customer Relations

The Complaint states that: Customer states he is supposed to be getting Simply BB Ultra at $per month but is being told that rate is not available Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] subscribes to Simply BB Ultra at a rate of $per month before any taxes and surcharges.Frontier states a credit in the amount of $was placed on Mr [redacted] ’s account on March 16, to offset the higher than expected price pointFrontier has verified Mr [redacted] ’s March billing statement is reflecting correctly at $for his internet service.Frontier contacted Mr [redacted] on March 22, and advised him of the above 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