Frontier Communications Corp.

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

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] with [redacted] , advises the church changed providers and Frontier billed them an early termination feeShe did not agree to renew the contract in February Frontier has investigated the above statements and offers the following response: Frontier advises the [redacted] ’s term agreement has been on auto- renewal since The billing statements prior to February included a notice that clearly states that the account will automatically renew on 2/3/for an additional one-year period and if you wish to cancel your out-renewal, please call Frontier at least days prior to your renewal dateSince the customer terminated service on March 27, the early termination fee is a valid charge.Frontier was unsuccessful in our attempts to contact Ms [redacted] Frontier sent an email to Ms [redacted] on April 24, advising of the above statement and sent a copy of their last invoice showing they were under auto-renewalAs a courtesy Frontier has issued a $credit reducing the remaining balance due to $ 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

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] ***

Hi,Called Ms [redacted] on CBR of [redacted] @ 8:45pm CST to follow up with her issues regarding the VOD MsCasserly advd me that at this time she no longer has FiOS TV and switched to Direct TV Ms [redacted] also stated that she still has Frontier HSI but was concerned with the speed advd Ms [redacted] that her speed should be back to by the end of the weekMs [redacted] was ok with that explained to Ms [redacted] the process of the conversion and she was ok with that as well asked if there was anything else I could assist withMs [redacted] stated no not at this timeMs [redacted] has the direct number for the representative she was working with in our Executive Technical Support should she have any other issues.Thank youSerena J [redacted]

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: [redacted] states he has had inconsistent Internet service, and would like resolution to the Internet issue or a reduction in internet cost 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 WiFi network interference Customer speeds may vary over timeFrontier has investigated Mr***’s account and has determined that Mr***s’s resides in an area where high Internet usage during peak periods could be affecting Internet service speeds.Frontier advises it has issued a discount for service on the accountFrontier advises that it has spoken with Ms [redacted] on July 6, to advise of discount issued, and sent email to MrAdvising of the discount issued We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] ***s 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 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

Tell us why hereThank you for referring the complaint of Devin [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that:Mr [redacted] states that there were charges for services that his business does not benefit from or was made aware ofFrontier has investigated the above statements and offers the following response:Frontier advises that there are no records of any contracts made in January Frontier advises that a new contract for [redacted] started in September for a price of $before taxes and surchargesFrontier advises that the contract included either the Frontier Secure product or the Frontier texting to qualify for the discountFrontier advises that Ms [redacted] requested to remove the Frontier secure product and is keeping the Frontier texting service.Frontier spoke with Ms [redacted] on April 14, to review this information with her 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 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

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: Mr [redacted] is disputing his services from FrontierFrontier has investigated the above statements and offers the following response: Frontier has made several attempts to reach [redacted] ; however, Frontier has been unsuccessful in speaking with him We trust that this information will assist you in closing this complaintWe 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 is not being billed correctly for the services that she was offered by FrontierMs [redacted] states that she was paying $for her Internet services prior to the changes that were made and now she is being charged $ Frontier has investigated the above statements and offers the following response: Frontier advises that there were errors in the offers that were made to Ms [redacted] The correct rate for the service that Ms [redacted] subscribed to is $before applicable taxes and surchargesFrontier advises that an adjustment in the amount of $for the errors on the November statement has been applied to Ms [redacted] ’s accountFrontier also advises that and an additional $adjustment was issued for the installation charges for the television that were billed in errorFrontier advises that the cost for the Internet service was $and Ms [redacted] was receiving a monthly credit of $to give her a rate of $for one yearFrontier advises that the promotion for the $rate ends March Frontier advises that the cost of the Internet has increased by $for a new rate of $Frontier advises that an adjustment in the amount of $has been applied to Ms [redacted] ’s account for the difference in pricing to the end of her termFrontier advises that these adjustments will be reflected on her next statement Frontier spoke with Ms [redacted] on December 26, 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 [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 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] indicates that he was charged for a technical visit which did not resolve his concernsMr [redacted] indicates that he was charged for a full month of service after disconnectionFrontier has investigated the above statements and offers the following response:Frontier finds that MrHimbauch was charged for a technical visit in the amount of $This amount was then credited to the account on April 16th 2017, and reflects on the March 10th statementFrontier finds that the March 10th statement reflects the partial month charges as a credit of $for services un-used from February 18th through March 9th 2017.Frontier finds that this account is disconnected as of February 17th with a credit balance of $This means that Frontier will be refunding Mr [redacted] $131.94.Frontier’s refund policy is to issue a check days from the date of service disconnection or termination.This time period is required to ensure all outstanding charges or credits are posted to the closed account.Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.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: Allison S*** Department: Executive Consumer Relations

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: ###-###-####

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 she called to upgrade her service on August 8, 2016, and was advised the changes would increase her bill $per monthThis would bring her bill to $per monthThe next bill she received was for $She called and was promised several times the bill would be correctedThen she was advised that it could not be changed because her price quote had not been documented Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on December 2, 2016, and advised that credits totaling $have been issued to her account for the missing discount promotions that were missing from her bill since SeptemberFrontier explained that her December 9, will reflect prorated credits back to her disconnection date of November 21, Frontier has set a follow up with Ms [redacted] to review her December 9, statement 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: Ms [redacted] subscribes to Frontier’s Broadband Max service with provides the maximum speed available at the service location up to Meg Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interferenceCustomer speeds may vary over time Frontier has investigated Ms***’s account and has determined that she resides in an area with a surplus of Internet users that could be affecting Internet service speeds A Frontier technician was dispatched on trouble ticket # [redacted] in regards to slow speeds on December 10thContact was made with the customer who confirmed that the service was working after he confirmed that the Central Office has fixed the issue December 15th 11:31am, December 16th, 1:46pm and December 17th 3:13pm I called and left a message with my contact information for Ms*** December 17th Ms [redacted] returned my call and explained what has transpired since last monthShe confirmed that her service has been working fine since the technician was out on December 10th at which time she was told it was found to have been a programming issueThe technician provided her with the local number for future referenceI apologized for the inconvenience; advised that this would be reviewed as a training issue; and issued a month internet creditShe was satisfied

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 Mr [redacted] to our office for reviewWe appreciate Mr*** [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] ’s internet service was down from May 5th until May 14thMr [redacted] had requested a technician multiple times but in the end was told that a technician was not required on May 12th Frontier has investigated the above statements and offers the following response: Frontier has issued credit for Mr [redacted] ’s issues and service being down in the amount of $and has verified that a prorated bill was printed from removing the home phone and TV services.Frontier has submitted training to the representatives that had given Mr [redacted] incorrect information and contributed to the time out of service 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 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 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

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