Frontier Communications Corp.

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 checked my speeds via Netflix ( which will not work because it needs a steady Mbps) and it has never gotten higher than Mbps and within seconds it is back down to I am happy to send pictures of the test results No one has ever come out to my house from Frontier to check my linesI was told someone would multiple timesMy neighbor up the road does not have phone services and and they receive Mbps, how does that work? 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 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]

Frontier CommunicationsThank 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] set up services in late December 2016.He states that the package price would be before taxes.His request was to port his existing number from [redacted] (***)This was not done rather he was assigned a temporary number causing him to have to keep his [redacted] services active with his Frontier services until his number was ported to Frontier Communications.The increased charges on the first bill were both prorated charges, because Frontier Communications bills in advance and one time charges.Frontier has investigated the above statements and offers the following response:Mr [redacted] disconnected his services on January 11, 2017.He has been credited, $zeroing out the entire balance.Frontier acknowledges that an incorrect order type was originally placed for a basic residential account rather than his requested port in order.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 Specialist: Anita D [redacted] Department: Executive Consumer Relations

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention The Complaint states that: Mr [redacted] advises he attempted to get resolve a promotional offer that was extended to himFrontier has investigated the above statements and offers the following response: Frontier has spoken with Mr [redacted] to address his concerns and continues to work directly with him towards an amicable resolution.Frontier has provided a direct contact should he have additional concernsWe 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 me, PROVIDED the business actually follows throughI was told (when I complained in January directly to business) that the order had been posted and that it was all "taken care of"Hopefully this time it actually happens to avoid any future litigation Regards, [redacted]

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

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 complaint and offers the following response: Frontier understands that some customers experienced issues viewing the previously available Video on Demand (VOD) content during the transition from Verizon to Frontier VOD content is now available, and Frontier is continuing to add more titles each day, including those movies and TV shows previously purchased by customers Frontier apologizes for any inconvenience this may have caused.Frontier is working with Mr [redacted] on these issues, plus some others.Frontier has issued a $courtesy credit for the problems

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 apologizes for any inconvenience caused by this concern and advises that the cable has been taken care ofWe trust this information will assist you in closing this complaintShould the customer have any additional concerns please refer her to Frontier CommunicationsThank you

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

Thank you for referring the rebuttal of [redacted] to our office for review. We appreciate Ms. [redacted] bringing this matter to our attention. The Rebuttal states that: Ms. [redacted] advises that her Verizon bills from 2015 through 2016 did not have an upgrade charge until Frontier acquired Verizon. Ms. [redacted] advises that Frontier only credited her for 3 months of the upgrade charges. Frontier has investigated the above statements and offers the following response: Frontier advises that there have been 3 TV upgrade charges on Ms. [redacted] ’s bill going back to September 2015, prior to the conversion from Verizon. Frontier advises that the TV upgrade charges on the previous Verizon bills were referred to as “bundle change” charges and are valid. Frontier advises that the customer’s bills have been consistent going back to 2015, in the range of $329.00 to $341.00.Frontier advised Ms. [redacted] of the above statements via email on April 17, 2018, and she acknowledged her understanding of the information provided. 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 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.

Thank you for referring the complaint of Ms. [redacted] G. [redacted] to our office for review. We appreciate her bringing this matter to our attention. The Complaint states that Ms. [redacted] believes she was overcharged $135.17 on her Frontier bill dated July 07, 2016. Frontier has... investigated the above statements and offers the following response: Frontier informed Ms. [redacted] this charge is for the time she had Dish Network stilled billed on her Frontier account. This charge also includes a pay per view event ordered on June 04, 2016, which was 6 days before she cancelled her Dish Network account. Ms. [redacted] knows to contact Mark H [redacted] at ###-###-####. 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.

On 093016 Recapped, that we discussed your past 60 day balance of $249.92 which is due by October 6th with the Bill Matrix at###-###-####; please be advised there is a $3.50 fee for that service &youll need your 17 digit Frontier account number. Your remaining pastdue balance of $313.04 is due... by October 12th to avoid interruptions.Your current charges of $345.49 is due by October 21st. The next billgenerates on October 27th. Per payment extension guidelines, if thepayment is not made the scheduled date of October 6th, OR if the paymentis failed, services will be eligible for interruptions the next day. Ifthe extension is not met on the agreed date, future extensions may notbe eligible on this account. Please be advised payment extensions do notstop late fees from occurring on the account. I have added you to theStop Call List, however you may receive one more call within the daywhich you may disregard. I appreciate your time & patience. ON 10/03-16 Latonya pd 100.00 conf#7401294, PYX [redacted] $576.14

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. Looks like Frontier can't even read their records correctly. This wasn't the complaint about having 2 acct , it was another example of their messed up system. First they sent letter to BBB that declaring they are giving me $282 credit, so I called in but then they said another department denied the credit that their own company gave. So I had another battle with them. Last 2 weeks starting again on Jan 4th w/Nathan from Frontier and after that I have spent substantial number of days for multi attempts to reach someone knowledgeable ( usually phone gets disconnected after a and hr hold) and finally was able to find a responsive representatives and spend some more days waiting and they called me back. Finally they gave me "reduced" sentence! penalty and to close the account satisfactory so they wont mess w/my credit and I paid it right then and there $626.52 on 1/25/2017 with my credit card. confirmation number # 0100511 but somehow their system takes 2 cycle to show the account zero. So, I like to be alert until I get statement from Frontier showing my balance zero. Company's level of greed, rip off system is all are negative and I hope I'll never ever deal w/them again however most agents that I talked to were very polite , professional , nice customer care people. Regards, [redacted]

Thank you for referring the rebuttal of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Rebuttal states that: Ms [redacted] advises that after having cancelled service, she should not have been billed $for a discount that she did not ask for Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was incorrectly charged back $for a previous discount, due to a system glitchFrontier advises that the $has been credited to the customer’s account, and her balance with Frontier is now at zero.Frontier spoke with Ms [redacted] on October 13, and advised her of the above statements 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 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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below on 4/28/I filed a complaint agents Frontier Communications Frontier contacted me and we agreed that they would remove all back charges and passed due charges from my account from when my contract ended and I was not notified and they raised my rateThis has not happened.I have called the customer Specialist numerous time and left messages and She dose not return my calls Remove all back charges and pass due charges Regards, [redacted]

Frontier has issued credit to Ms [redacted] account leaving a zero balanceFrontier has made several attempts to reach Ms [redacted] , unfortunately, our attempts have been unsuccessfulFrontier sent Ms [redacted] a letter to contact Frontier if she has any further questions or concerns