Frontier Communications Corp.

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: Mr [redacted] advises that he is being billed for an account through Frontier that he did not authorize in his nameFrontier has investigated the above statements and offers the following response: Frontier advises that a fraud investigation was completedFrontier finds that there is sufficient proof to suggest fraudFrontier will not hold Mr [redacted] responsible for the debt on account 813-615-Frontier advises that this will be updated and deleted from MrKhan’s creditFrontier advised Mr [redacted] of this information via email on February 14, 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

Mr [redacted] advises that he was billed for a full month of service even though he wanted to end his service earlier Frontier advises that Mr [redacted] had pre-paid for his services and was eligible to continue receiving service through the end of his billing cycle Frontier spoke with Mr [redacted] and confirmed the above information Frontier records show that a previous agent advised Mr [redacted] that he would adjust the account from September 25, – November 15, The adjustment was initially denied We resubmitted the request and as a courtesy, Mr [redacted] account has been adjusted in the amount of $ Mr [redacted] ’ final balance is $of which should be paid as soon as possible Ms [redacted] should contact the undersigned at his earliest convenience to discuss further We trust that this information will assist the Commission in closing this complaint Sincerely, Shabrenia W [redacted] ###-###-####, Ext [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 Consumer left voicemail indicating that her billing is not corrected yetPlease listen to attached voicemail Regards, [redacted]

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 was told she would not be billed for installation fees when she signed up for new service with Frontier.Ms [redacted] also advises that she was billed an additional fee of $for shipping of the modem and a DISH TV activation fee of $Ms [redacted] disputes the late fees charged to her account for the balance that she disputed Frontier has investigated the above statements and offers the following response: Frontier investigated Ms [redacted] account and found that there was an error with the promotional discount on installation fees that was offered to Ms [redacted] Frontier records show that Ms [redacted] was advised of the $shipping fee for the modem as well as the $video activation fee for DISH TV.Frontier issued an adjustment in the amount of $for the error on the installation charges as well as the labor fees to repair inside wiresFrontier also issued an adjustment in the amount of $for late fees that were incurring due to this error.Frontier spoke with Ms [redacted] on January 30, to review this information with herMs [redacted] 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

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 Frontier has billed her credit card for unauthorized chargesFrontier has investigated the above statements and offers the following response:Frontier investigated Ms [redacted] ’s account and advised that the Frontier secure product was set up by AT&T when she requested new service with themFrontier advises that the service was cancelled with Frontier on March 8, 2017.Frontier spoke with Ms [redacted] on March 8, to review this information with herWe 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] advises he was not aware of an Early Termination Fee (ETF)Mr [redacted] explained that he may move and would not want an ETFFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on January 19, and explained the Frontier move policyMr [redacted] was advised that if he moves, his current Frontier service to his new homeHe would not be responsible for an early termination feeFrontier explained current promotion and has set a follow up to ensure bill accuracyWe 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 reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] states that she has not received her refund of $from FrontierShe canceled her services with Frontier on August 16, and she was advised that she would receive a debit card with her refund on itShe does not want her refund on a debit card Frontier has investigated the above statements and offers the following response: Frontier reports that Ms [redacted] disconnected her services on August 27, Frontier uses a company called Wirecard who handles the refunds for FrontierFrontier sent Wirecard the refund of $on November 17, Frontier spoke to Ms [redacted] on January 9, and advised her of the toll free number to call Wirecard to see where her refund isShe would also be able to request a check at that time if she prefers that instead of the debit card 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

The customer experienced service issues which had not been address as timely as the customer hopedFrontier has investigated the above statements and offers the following response: Frontier apologizes for the temporary disruption in service and any inconvenience this may have caused the customer Frontier issued credit which will reflect in one to two bill cycles.Frontier spoke with the customer to confirm services The customer will contact Frontier should the need arise

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 Customer speeds may vary over time.Frontier has investigated Mr [redacted] ’s account and has determined that Mr [redacted] resides in an area where high Internet usage during peak periods could be affecting Internet service speedsFrontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Mr [redacted] ’s area at this timeFrontier’s technical support has reached out to Mr [redacted] assisted with modem concerns and arrange a new modem with appropriate setting to be sent to Mr [redacted] As stated in Frontier’s terms and conditions, actual Internet speeds may vary Speeds are offered in tiersThe high-end of the speed range in a service tier represents the potential wired maximum speed capability in that service tier, but is not a statement or guarantee of the maximum speed the customer will receive Mr [redacted] was provided a credit of $on April 26, At this time, no additional credits are 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

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] placed a three-way call to Citibank with A Frontier representative on August 30, 2016.Frontier advises that Citibank issued a refund card to Ms [redacted] ’s old address.Frontier advises that while on call with Citibank; Citibank issued a new refund card to the correct address and advised that Ms [redacted] will receive her refund within 7-business days We trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter

Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention.The Complaint states that: Mr [redacted] states he wanted service at his vacation home and the technician never showed upCustomer received a bill higher than he was quoted.Frontier has investigated the above statements and offers the following response: Frontier apologizes for any inconvenience this has caused himFrontier was unable to contact Mr [redacted] and will be sending a Call Me Letter to himFrontier has also credited full amount of bill on April 13, 2016.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 Mr [redacted] bringing this matter to our attention.The complaint states that:Customer has been expecting a promised credit of 130.99, promised by Verizon, since before conversion for a tech visit and modem fee.Frontier has investigated the above statements and offers the following response:The credit of was approved on 8/and will appear on customer's next statement which cycles on 8/28/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

Tell us why here... Thank you for referring the complaint of [redacted] to our office for review. We appreciate [redacted] bringing this matter to our attention. The Complaint states that: [redacted] states she received a bill for $410.46 and does not feel she owes it. [redacted] ... states her deposit of $150 was credited to her May billing and she doesn’t understand how she owes $410.46. [redacted] requests Frontier to re-examine her bill to make sure the charges are correct. Frontier has investigated the above statements and offers the following response:Frontier states the last payment [redacted] has made on her account, was for $136.23 on March 3, 2016, which was for her February statement. Frontier states [redacted] ’s March statement was for $151.99. Frontier states [redacted] ’s April statement was for $144.49, and carried the previous balance of $151.99, for a total amount due of $296.48. Frontier states [redacted] ’s May statement had a previous balance of $296.48, with a credit from her deposit, in the amount of $150, leaving a balance forward of $146.48 and new charges of $144.49, for a total amount due of $290.97. Frontier states [redacted] ’s June statement carried a previous balance of $290.97, with a courtesy credit of $2, leaving a balance forward of $265.97, with new charges of $144.49, for a total amount due of $410.46. Frontier states a credit in the amount of $33.98 was applied to [redacted] ’s account, and will show on her July statement. Frontier advises this credit was for [redacted] ’s Television service not working in April. Frontier has sent an email to [redacted] with all the above. Frontier has left several voice messages for [redacted] with no response from [redacted] . Frontier has provided [redacted] with a direct contact number for any future issues she may have. 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 has investigated the above statements and offers the following response: Frontier advises that notification was sent to the credit bureau to remove the infraction against Ms [redacted] ’s credit score[redacted] will charge the interaction to a soft request so the instance of the inquiry will be there but it will be non-score affecting.The change can take up to days to reflect 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 her bringing this matter to our attentionThe Complaint states that: Ms [redacted] states that she was billed for service she did not received from Frontier Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that Ms [redacted] service was connected on November 29, and disconnected on December 5, 2017.Frontier advises that prior to termination, Ms [redacted] first invoice generated on December 1, and this incurred charges through the end of her billing cycle and a one-time Installation fee.Frontier also advises that a total credit of $was applied to Ms [redacted] account leaving a balance due of $52.15.A Frontier representative spoke with Ms [redacted] on April 10, to adviseWe 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is barely satisfactory to me Yes, they have credited my account, in which I really appreciate that for the hundreds of times our service has gone out But the problem is not solved and continues to go out when it rains and the box (that is located at my fathers house next door), gets wet That is where the issue is We have tried to explain that to them (service techs when they are here) and yet, they wish to not lift the box off the ground I guess that this is just an issue that I will have to continue to tolerate until another service becomes available in our area Regards, [redacted]

Revdex.com: My current bill online does not reflect the following:- Due to the misinformation provided to the customer, Frontier has applied a credit of $for services dated January 19th through February 9th as well as a credit of $for the promotional chargeback plus tax billed on February 10th - Frontier advises that Mr***’s account now reflects a final balance due of $55.72.My bill shows a credit of $and a balance $ This is not what they agreed upon I do find the balance due of $as acceptable I attempted to contact the Frontier billing department and pay the $55.72, but I ran into these issues:1) online at frontier.com, it reflects I owe $ Any attempt to make a payment online is routes me to a web page with instructions to call an automated payment phone number or customer service 2) the automated payment phone number also reflects $72.57, but allows an option to pay a different amount However, it states there is a $fee to make a payment over the phone 3) I called the customer service phone number and they were able to confirm that I owed $ However, they stated there would be a $fee to take a payment over the phone and could not waive it They said they could route me to another department where they could waive this fee However, they routed me to the automated payment phone number.4) I suppose there is an option to pay by physical mail However, without a final bill that is accurate, I am hesitant to do soI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me if they would allow me to pay with out a charge (online is they way I always paid in the past) Attached is the result from the web page directing me to call Regards, [redacted] ***

Frontier advises that on October 12, the consultant offered to renew Mr***’s bundled rate; however this was not an available offer Frontier has agreed to honor the bundled rate for months, through May Mr [redacted] has been provided with contact information should a promotion become available for existing customers in the first or second quarter of Frontier apologizes to the customer for the inconvenience and will address this matter

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] cancelled her account ( [redacted] - [redacted] ) on July 27, Ms [redacted] was billed for services from July through August 15, On the next billing cycle credits were issued for services from July 28, through August 15, 2016.Ms [redacted] received $in credit for her services that were not used during the billing cycleThis means that Ms [redacted] was charged $for days of serviceFrontier charges all customers a $programming fee for the disconnection of the internetThis left Ms [redacted] with a credit of $due as a refund.Frontier finds no additional credits are due to Ms [redacted] for the account ending in [redacted] Frontier has issued Ms [redacted] a refund, which should be received in to business days.In addition, Frontier has cleared the balance on the account ( [redacted] - [redacted] ) that was constructed to allow ***’s number to port to the alternate provider 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

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 Hello- I did speak to Richard from Frontier and he stated that he needed ***'s consent in order for me to speak to himI am a busy mom who works full-time and I can not always get to Richard's phone callsI did call back a few times as well and leave messages on his voicemailThe last I heard I needed to send paperwork again (which I have already sent and it was confirmed that it was received) I need the information on where to send it$may not be much to big corporation but to me it means groceries, if I can please get a response that would be great Regards, [redacted]