Frontier Communications Corp.

Frontier advises that a trouble ticket ( [redacted] ) was placed on October 3, 2016 and scheduled for October 9, 2016 and moved to October 14, 2016.Frontier advises that the trouble ticket ( [redacted] ) was completed October 13, 2016. Frontier advises that a $25.00 billing adjustment was applied on Mr.... ***’ account on November 4, 2016 for the missed commitment Mr. [redacted] experienced with trouble ticket ( [redacted] ).Frontier advises that $11.36 billing adjustment was applied on Mr. ***’ account on November 4, 2016 for the phone outage Mr. [redacted] experienced for 11 days in regards to trouble ticket ( [redacted] ).Frontier advises that $7.32 billing adjustment was applied on Mr. ***’ account on November 4, 2016 for the internet outage Mr. [redacted] experienced for 11 days in regards to trouble ticket ( [redacted] ).

The Complaint states that: Mr. [redacted] states he has requested a refund of his overpayment for the last 5 months. Frontier has investigated the above statements and offers the following response: Frontier states that a representative attempted to contact Mr. [redacted] on... October 18 and 19, with no response.Frontier also states that correspondence was sent to customer to contact below Frontier representative.Frontier also states that as of October 19, 2016 adjustments totaling $296.08 have been posted to Mr. [redacted] ’s account, as a credit towards future billings.

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

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

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

Tell us why here... Frontier Communications Thank you for referring the complaint of [redacted] to our office for review.... We appreciate her bringing this matter to our attention. The Complaint states that: Mrs. [redacted] decided to sign up for Frontier FiOS internet and cable TV and was given an installation date 1 week out. On 9/19 she received a call from Frontier asking her to verify the address she wanted service per Frontier had an address in Texas to install her service. Mrs. [redacted] was assisted by a helpful representative who had to reschedule her order for 9/27 which she states is unacceptable. Frontier had no issue with removing $205 from her account in a timely manner and should have no problem installing her service sooner Frontier has investigated the above statements and offers the following response: Mrs. [redacted] cancelled the installation order at the door and the deposit of $205 was returned to her credit card on 10/8/2016. Frontier apologizes that the wrong information was input on the original install order which caused the delay in getting the service installed. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience [redacted] has experienced as a result of the above matter. Frontier Specialist: Sandra M. Department: 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.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]

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

Frontier has investigated the above statements and offers the following response: Frontier advises that available internet speeds depends on the distance from Frontier’s closest facilitiesMr [redacted] ’s location is over 14,feet from the nearest Frontier facilityDue to the distance, the fastest internet speed that Frontier can provide is Mbps.As stated in Frontier’s terms and conditions, actual internet speed may vary, and any speed advertised is not a guaranteeFrontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteedService subject to availability.” As a result Mr [redacted] is subscribing to the service speed for up to Mbps and receives up to MbpsMr [redacted] pays the lowest price point for the internet only service at $Frontier has no plans scheduled for upgrades to Mr [redacted] ’s area this year 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 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

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] states that she has experienced slow Internet speeds with her service from Frontier.Ms [redacted] also states that she is not receiving the promotional price that she was quoted to her by Frontier 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 interferenceCustomer speeds may vary.Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific upgrades in Ms [redacted] ’s area at this time.Frontier determined that there was an error in Ms [redacted] ’s promotional priceFrontier advises that an order was placed on December 10, to correct her promotion to the $rate for three yearsFrontier spoke with Ms [redacted] on December 19, and reviewed this information with her 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 [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises she did not receive her refund from Frontier in a timely fashionFrontier has investigated the above statements and offers the following response: Frontier advises Frontier’s refund process takes approximately to billing cycles or to day to ensure no credits or charges owed by either parties.Frontier advises a Frontier representative spoke with Ms [redacted] on September 23, and adviser her of Frontier’s refund processMs [redacted] has also been advised her refund was sent out on September 16, via mail.Ms [redacted] has accepted this resolution and will contact the Frontier representative if any further problems ariseWe 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 additional concerns of [redacted] to or office for review Frontier has reviewed these additional concerns and the company’s position has not changed Sincerely, Frontier Customer Relations

Frontier has advised Mr [redacted] that the adjustment in question has already been issued on 5/12/in the amount of $49.99, $after taxes with memo on the voucher of, "credit for Actiontec GT78WVN router on 5/2/statement, was qouoted free"The account in question is in a written off state and is being handled by Credit Control Corp collection agencyThe customer has been advised they will need to contact them for assistance with a disputeThey can be reached at ###-###-####

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. 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 Not only has Frontier not yet resolved the issue they continue to bill me the incorrect amount and have threatened me collectionsThis is completely unacceptableFor your reference, details of the offer I reviewed appear below Regards, [redacted] ***

Thank you for referring the complaint of [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention. The Complaint states that: Mr. [redacted] states that Frontier provides poor internet service causing issues with his home telephone.Mr. [redacted] further states that he is overcharged for his Frontier service package. 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 equipment, and Wi-Fi network interference. Customer speeds may vary over time. Frontier advises that it is continually working to improve its network and its customer’s experience. Frontier did verify with [redacted] , his Phone provider, to see what the minimum speed required is for Mr. [redacted] ’s [redacted] phone to work properly and they have stated 1.2 MBPS. Mr. [redacted] is in an area where the speed is less than 1 MBPS. In an effort to have working phone service Mr. [redacted] has opted to Port his [redacted] telephone service back to Frontier so that he may have a Land Line connection and not have to rely on a Internet connection for his telephone. Frontier spoke with Mr. [redacted] on December 8, 2016. He is satisfied with Frontier at this time and stated we could close the 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 matter.

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Customer is upset that she has not been credited for her early termination fee since Frontier cannot provide the service.Customer has spoken with multiple representatives and received different answers concerning her credit Frontier has investigated the above statements and offers the following response:The early termination fee has been requested to be approved, at this time and is under reviewDue to the length it has taken, I have contacted our collections department, and they have upheld this account from going to collections, while being investigatedFrontier has reached out to Ms [redacted] , with our contact information and will continue to work with her directly until resolved.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

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 Frontier told her would receive a refundMs [redacted] closed the account and paid final bill Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on August 22, Frontier explained Frontiers billing process and that we bill a month in advanceFrontier explained last payment amountFrontier provided pro-rated adjustment on bill date 3/22/for service not used from 2/23/through 3/21/Frontier explained t bill cycle of the 22nd of each month and the disconnection date of 2/22/Frontier explained dish billing which is a month in the rearsFrontier explained that no refund is due and that she is paid in full Account is at a zero balance 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