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 satisfactory to me I would also like to mention that VOD and live streaming is still unavailable Good luck, will be in touch about that somewhere down the road Also, I am an authorized representative on ** [redacted] acct 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] states that Frontier has billed him for services that he has not received in the amount of $1,Frontier has investigated the above statements and offers the following response:Frontier has reviewed the submitted complaint and has found that Mr [redacted] called in shortly after his account was disconnected to look into new servicesHe discussed pricing and packages with an agentAn order was written to port his number back in, but did not go through third party verification, nor did it go to Dispatch for field installationFrontier finds that the services were not installed, nor did Mr [redacted] have the necessary equipmentFrontier has issued an adjustment for the full balance of $1,so that the record will reflect nothing owed to Frontier on this accountFrontier will also send a request to the credit bureaus to have Mr***’s credit updatedFrontier advises Mr [redacted] that the request can take up to days to be sentOnce sent, it’s up to the Bureaus to make the necessary update to his credit profileWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr***s has experienced as a result of the above matter.Frontier Specialist: Austin B [redacted] Department: Executive Consumer Relations

Revdex.com: I reject their response because their whole premise is based on the fact that they say I was informed that I could cancel any timeI called foronths and no one at frontier could even locate my accountI had an AT&T customer service representative call times with me on the lineThe frontier representative Michelle W [redacted] who was assigned my Revdex.com complaint had trouble also when she went to pull up my accountSo conclusion, how can go cancel your service when no one at frontier could open my account.Thanks 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 Regards, [redacted] ***

Thank 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] advises that he was over billed for his FiOS Data Frontier has investigated the above statements and offers the following response: Research shows service order completed October 24, porting service to another provider Additional information provided by Mr [redacted] indicated he was quoted $per monthResearch determined he was provided incorrect information.On January 20, a credit of $was applied to the account for the rate difference from August through JanuaryThis should reflect in one to two bill cyclesA service order will be placed establishing Mr [redacted] on the 50/for $for monthsA credit of $will be applied for the rate difference for months A Frontier representative spoke with Mr [redacted] who indicated satisfactionWe trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] Dority may have experienced as a result of the above matter Frontier Specialist: Amy B [redacted] Department: Consumer Relations

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] advises that when she originally ordered a television and internet bundle package with Verizon back in February 2016, she agreed to a price of $that should have been locked in for one year She advises that after the transition to Frontier on April 1, 2016, every month she has been overcharged on her billMs [redacted] advises she was told by a Frontier representative that the billing problems she’s been experiencing will be resolved once she switches from her Verizon bundle package to a newer Frontier bundle, but she continued receiving bills that were higher than what she was expecting Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on January 9, 2017, and advised that her bundle discounts were removed due to a system error, when she added a movie channel package to her account When an order was placed to rebundle her services, the new discounts she was supposed to receive did not get applied to her account, since the order did not post to the system properly An $activation fee was also billed in error, as was a $late fee Frontier advises that multiple credits have been submitted to her account: for the amount she was overbilled for her bundle package, the activation fee, and the late fee 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’s Local Manager has advised that the customer requested a self-install that did not go well Frontier attempted to get back over with a trouble ticket and several times could not gain access to get inside to correct issue Once Frontier did, we had an outage out of the Norton Central Office that affected him along with other customers due to an outage with the RadiusSince that time, the customer has had some connectivity issues due to the office having high traffic and software issues that will be corrected by Tier over the next month Frontier’s Local Manager did personally speak to Mr [redacted] and has had credit issued for two months of internet serviceFrontier has made several attempts to get into Mr [redacted] ’s apartment without success The Local Manager had at least trucks go over with no success each time, to investigate.The Local Manager will continue to attempt contact and assist with any service concerns

Frontier Communications Thank you for referring the complaint of Ken [redacted] to our office for review. We appreciate his bringing this matter to... our attention. The Complaint states that: Frontier has a policy that they do not issue refunds of over payments to customers for three billing cycles, or 90 days. Mr. [redacted] is owed money by Frontier and they will not refund in what is a timely manner due to a stringent and apparently unbreakable policy. Mr. [redacted] is owed a refund of $9.08 Frontier has investigated the above statements and offers the following response:Frontier bills one month in advance. Bill statements are generated once each month on the customer’s bill date. Mr. [redacted] ’s account disconnected on January 5, 2017, after the December 25, 2016 bill statement generated. The first billing statement following a disconnect shows credit adjustments for services previously billed. This would have been the January 25th, 2017 statement. The next bill cycle period is a waiting period to allow time for any billing updates which can include third-party invoicing. Third party invoicing can include items such as Collect Calls, or other items a customer has elected to have billed with their account. Refunds are not processed during this period in the event of additional billing activity. (Activity adds a bill cycle to this process.) After the next statement generates, if a refund is due, the account is placed on a list for manual processing which can take 14-21 days for the customer to receive their refund check or pre-paid credit card in the mail. In this instance, a refund has been generated as of February 1, 2017. 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: Brian M [redacted] Department: Customer Relations

Thank you for referring the complaint of Dominic [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 owed a refund by Frontier Communications.Mr [redacted] advises that he was given conflicting information about the amount of the refund he is owed Frontier has investigated the above statements and offers the following response: A review of this account shows Mr [redacted] was issued a refund in the amount of $on August 11th, This is the correct amount owed to Mr [redacted] for overpayments he made during the resolution of a billing error, which has been resolved.A Frontier Representative reached out to Mr [redacted] times in an attempt to discuss this matter and was unable to contact Mr [redacted] He has been given contact phone numbers and email address via voicemail message and email.A letter has also been sent via US Mail to Mr [redacted] advising means of contact if he wishes to further discuss this matter 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 Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states she is filing on behalf of her father due to Frontier has charged for international calls when they have had an international plan when they were with VerizonMs [redacted] advises on April 1st, she called Frontier to advise they had the same international plan and Frontier advises they do not honor the same plan as customer had previously with VerizonMs [redacted] advises the plan her father was on at the time should have been $cents a minute for the calls to the Netherlands, and they continued be charged for calls to the Netherlands and regular ratesFrontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Ms [redacted] and after further investigation, the international calling plan they had with Verizon had been removed since 2014.Mr [redacted] was given a total credit amount of $for the charges to the Netherlands Mr [redacted] currently has a credit balance of $due to previous adjustments not pertaining to this complaint and an over payment.Ms [redacted] is appreciative and is satisfied with this 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: Gabriela C*** Department: Consumer Relations Telephone Number: ###-###-#### Ext Fax Number: ###-###-####

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 After speaking with Erin from Frontier Communications I advised Erin to Validate the debt which she was unable to doErin advised me the account was with a Collection Agency and that she did not have any information regarding this accountI advised Erin if the account could not in fact be validated then it must be deletedI did inf act advise Erin that I have never lived at or had service with her companyErin was very adamant about giving me information regarding a collection agency and I declined the informationAccount is not being reported by collection agency it is being reported by FrontierOnce again according to Fair Credit Reporting Act if the account cannot be validated it must be deletedErin has not been able to do this therefore my demand still stands to request information be deleted Regards, [redacted] ***

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] stated that she ordered an upgrade to high speed internet and was told that someone would be out to install the service and no one showed upShe called customer service and was told that no one needed to come out and she would have the service by midnightAfter several more phone calls, she starts she was told a repair tech would be sent out in seven to ten daysShe stated she called another provider for service and then called Frontier to disconnectMs [redacted] stated she was billed for the internet when she did not have the service and then told to wait several bill cycles for the corrected billFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on November 15, and she advised the billing issue was resolvedAccount record shows she was issued credit for $and paid the remaining balanceWe 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 satisfactory to me. Under the conditions that my balance with DISH is currently and will be in the future $0. We will not be billed for cancelling our contract or any other services Dish thinks they have provided. As of this message we had a $0 balance with Dish and have not had any service with them. Frontier states that this matter was all taken care of. All correspondence will be kept in files for future reference, if I have a problem. 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: Customer states... was told by Verizon bill would be $175, but the bill was increasing by $10. Frontier has investigated the above statements and offers the following response: · Frontier investigated, the customer had a promotion of $10 ending on May 24th as noted on statements. The customer was provided $60 of new promotional credit by Verizon on March 9 for 2years. Customer called Frontier, threatened to cancel and was given an additional $15 credit for 12 months. The customer is satisfied and has been provided Frontier’s customer service information for future issues. 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 a trouble ticket was created on August 17, due to a frequent disconnect issue.Frontier states a Technician was dispatched on August 18, and found that squirrels had chewed through the cable pairThe Technician was able to repair this cable.Frontier also states a credit for $was added to Ms [redacted] ’s account on August 21, to cover one month of internet service due to service issues.Frontier advises after several attempts Frontier was unable to reach Mr [redacted]

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Mr [redacted] states he disconnected the Frontier account due to no technician ut has received a bill for the servicesFrontier has investigated the above statements and offers the following response: Frontier advises we have credited Mr***’s account $ and the balance is at zero.Frontier spoke with Mr [redacted] on October 6, and advised of the aboveWe 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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she cancelled her Frontier service on August 23, but was told that she will need to pay for service through September 12, 2017, which will be the end of the current billing cycle Ms [redacted] advises that she should only have to pay for the days in the billing cycle in which she had active service with Frontier, from August 13, through August 23, Instead of the $that she was billed, she should only owe about $15.82, the equivalent of days of serviceFrontier has investigated the above statements and offers the following response: Frontier advises that customers are billed through the end of their billing cycle, to allow them to continue using their service until the cycle end dateFrontier advises that since Ms [redacted] switched to another provider and stopped using her Frontier service as of August 23, 2017, Frontier will not expect the customer to pay the full $that she was billedFrontier spoke with Ms [redacted] on September 1, 2017, and advised her that a credit in the amount of $was issued to her account, so she will only owe $ The customer agreed to pay that amount We trust that this information will assist you in closing this complaint We apologize for any inconvenience that has experienced as a result of the above matter

Frontier advises that Mr [redacted] established service on March 8, and subscribed to the Simply Broadband Max service and Frontier Security service Frontier has reviewed the March 8, 2016call recording and verified that Mr [redacted] was quoted $for Broadband Max service and $for Frontier Secure Personal Security BundleThe consultant obtained Mr [redacted] ’s verbal agreement for these service before proceeding with the order Mr [redacted] agreed The consultant recapped the services, pricing above and advised of a one time charge of $for installation or activation plus tax Frontier advises that Mr [redacted] has made no payment on the account since the service was established on March 8, June 17, collections contacted Mr [redacted] in regards to the past due balance on his account He stated that he would pay $on June 19th; however no payment was received Collections called on July 19th, July 27th, July 28th and August 4th in regards to the past due balance on the account; however there was answer August 11th the service was suspended due to non-payment September 21st the service was permanently disconnected due to non-payment which was backdated to August 11th, the date the service was suspended The October 15th bill statement reflects prorated credits for services dated August 12th through October 14th The final balance due is $ Frontier has reviewed Mr [redacted] ’s bill statements and found that he did not receive the $discount on the Frontier Secure Personal Security Bundle Therefore a credit of $has been applied to the account for the missing discount The account balance has been reduced from $to $for services dated March 8, through August 11, Frontier has determined that no further credit is warranted, as Mr [redacted] agreed to a price of $for the Broadband service, $for Frontier Secure, a one-time charge of $plus taxes, as reflected in the call recording review above

Thank 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 disputing bill charges for services never received Frontier has investigated the above statements and offers the following response: Frontier no record to show that modem was ever shipped to customerUpon review of the account an adjustment was issued in the amount of that will appear on the September 1, bill cycleThe customer is satisfied and has been provide my direct contact information for future issues 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 Ms [redacted] bringing this matter to our attentionThe Complaint states that:Ms [redacted] states that she is paying for Mbps Internet service and is only receiving Mbps Internet speed 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 over time.Frontier advises that it is continually working to improve its network and its customer’s experience; however, Frontier has no specific plans for upgrades in Ms [redacted] ’s area at this time.Frontier advises that Ms [redacted] pays $per month for her Internet service, the lowest price availableFrontier has made several attempts to contact Ms [redacted] regarding this issue but has been unsuccessful in speaking with her.Frontier has mailed Ms [redacted] a letter with direct contact information if she needs any additional assistanceWe 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