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 Regards, [redacted] I wanted to state that this has been resolved but wanted to make sure you got important facts first Throughout the process Frontier kept denying that I ever had the max broadband When the tech came on October 25th, he stated multiple times that he was the one who set up my service initially and I never had the max package I told him not only did I have it, I had been billed since or for that service and it was working flawlessly After a lengthy conversation the tech decided to go ahead, turn on the max service and test it outside and inside my home and realized I was correct and said I should not have any issues with it from now on He said I did not have any drop from the outside of the home to the inside at all I’ve been performing a line speed test once a week since the max broadband was restored and it’s been the same speed as I had back in or I’ve been putting off contacting the Revdex.com until now to make sure I did not have additional issues that needed addressed Something that surprised me is that on Wednesday, November 9th, Frontier dispatched a service tech to my home to address my slow internet speed When I told him that the tech on October 25th had restored the max internet service he seemed very surprised and didn’t know that I explained to him what the tech did on the 25th and he replied that he would go back and mark my location the way it was originally marked so that I would not have someone do an audit and change it in the future, causing us additional problems At this time, this complaint can be marked as resolved I want to thank the Revdex.com for your service and Frontier for helping me get this resolved

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: Mr [redacted] states that he requested to cancel his TV service as of December 16, however he is still billed.Mr [redacted] stated credit was issued but did not know the amount for the previous billingMr [redacted] also stated he was quoted a rate of $for his internet services.Frontier has investigated the above statements and offers the following response:Frontier records reflect Mr [redacted] requested to cancel his television services effect on December 16th however due to system error the order did not complete out.This caused to customer to continue to be billed for his television servicesAs of January 30, 2018, the television services have been removed from Mr [redacted] ’s accountFrontier records show that Mr [redacted] was issued credit for the over charge of the television services in the amount of $116.28.This credit reflected on the customer’s January bill statement.Frontier records show that Mr [redacted] was quoted $for the 100/internet speed with a Customer Loyalty Credit of $50.Frontier may offer promotions on pricing and services to eligible customers at various timesMr [redacted] account was not eligible for the $Customer Loyalty CreditFrontier representative has spoken Mr [redacted] and have explained the creditsWe 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: 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] advises her Frontier phone service has not been working for six months and that she was informed by Frontier that the buried service wire will need to be replaced Ms [redacted] advises that the wait time for the replacement of the lines has been excessive and would like the work to start as soon as possible, so that she will be able to use her home phone service Frontier has investigated the above statements and offers the following response: Frontier advises that a permit is needed by the city in order for the work to start with replacing the buried service wire and repairing a broken conduit Frontier also advises that the amount of time that it took the city to approve the permit exceeded months Frontier advises that the permit to begin the work was approved by the city on August 18, and that the work should be ready to start at the end of the week of August 21, 2017.Frontier spoke with Ms [redacted] on August 23, She was advised that the permit had already been approved and that the line replacement crew should be ready to start working on the replacement of the buried service wire either later that week or the week of August 28, Her home phone service should be restored shortly after the lines have been replaced Frontier also advises the customer will receive a follow up call from Frontier around August 30, to ensure that she is satisfied with the repairs 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 review We appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she had been told that there would be no contract when she signed up for Frontier services a year ago Frontier has investigated the above statements and offers the following response: Frontier advises that the package that Ms [redacted] was signed up for did include a 2-year term agreement, and the promotions and discounts that she was receiving are tied in to the 2-year agreement Frontier advises that their terms and conditions posted online state that when subscribing to a bundled service plan with a term commitment, a customer is agreeing to maintain such services for the minimum term period of that plan.Frontier advises that Ms [redacted] ’s services are scheduled to be cancelled on February 26, 2018, and she can always stop the disconnection if she changes her mind before then.Frontier spoke with Ms [redacted] on February 16, She was advised of the above information 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 him bringing this matter to our attention The Complaint states that: Customer contacted customer service inquiring about new service and was informed that the 50/FiOS internet speed would be the same price as the customer’s existing speed of 25/ Frontier has investigated the above statements and offers the following response: Account research failed to locate an account for [redacted] However an account for [redacted] was located but listed no authorized parties to make changes or discuss billingThe account for [redacted] was an existing internet account with a speed of 25/that is not available to new customersThe promotion for the internet speed 50/was available to New Frontier customers with a two year term agreementCustomer’s account did not qualify for the new customer promotional pricingCustomer’s account was not under a term agreementThe account has been changed back to 25/internet speed with the discounts that the customer was receiving prior to the upgradeCustomer can upgrade to the 50/speed for a $increase in the monthly priceAn adjustment for $was added to the account on 8/3/and other prorated adjustments were added and appear on the billing statement dated 8/16/ 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

The Complaint states that: Ms [redacted] advises that her service had not been reconnected after it was disconnected in error after several attempts to resolve with Customer Service Frontier has investigated the above statements and offers the following response: Frontier advises that after several attempts we were unable to reach the customer by phone or emailDirect contact information has been providedFrontier has reviewed Ms***’s account and shows it disconnected on January 27, There has been no activity on the disconnected account since January 31, 2017, and as of today March 9, 2017, there are no pending orders, or active service at Ms***’s service address

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 found a better price and speed at SpectrumMr [redacted] advises that he was billed for a full month of service even though he wanted to end his service within the first daysFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on March 28, and confirmed that Mr [redacted] wanted to cancel Frontier serviceFrontier processed Mr [redacted] request to close accountFrontier explained 30-day minimum bill policyFrontier advises that Mr [redacted] has pre-paid for his services and is eligible to continue receiving service through the end of his billing cycle Frontier spoke with Mr [redacted] and confirmed the above information Frontier has sent Shipping labels to return Equipment and advised Mr [redacted] to keep UPS tracking number for tracking purposesFrontier has set follow up to ensure bill accuracy.Frontier advised Mr [redacted] that we are unable to reimburse for customers time 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 [redacted] bringing this matter to our attention. The Complaint states that: Ms. [redacted] reports that when Frontier acquired her service from Verizon in April 2016, she was without services... (Internet/cable) for 90 days. Ms. [redacted] reports that in between the months, the service was interrupted and when she called for a technician to go out and fix it, Frontier indicated they were low on resource’s and needed her to be on the phone to troubleshoot the issues. In July 2016 Ms. [redacted] states she spoke to a supervisor and they advised her that they would issue a three-month credit if she paid $425.87. Frontier did not issue the credit to her. At that time, she decided to disconnect service with Frontier. Ms. [redacted] states that Frontier owes her $323.56 in credit. Once Frontier issues the credit she will pay the balance owed. Frontier has investigated the above statements and offers the following response: Frontier has attempted to contact Ms. [redacted] on several occasions, each time leaving her a message with our contact information. Frontier has not had a response back from Ms. [redacted] . Frontier is sending a call me letter to her today. 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 review. We appreciate Mr. [redacted] bringing this matter to our attention. The Complaint states that: Mr. [redacted] advises that Frontier billed him for internet service at a higher rate than what was agreed upon at... the time he signed up for new service. He also advises that Frontier billed him for television service that he never ordered. Mr. [redacted] advises that Frontier suspended his services because of a past due balance that he disputed. Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr. [redacted] ’s wife on December 29, 2016, and explained that the pricing on the internet service has been corrected to what Frontier and the customer originally agreed upon, and that the television service had already been removed. Frontier explained to Mrs. [redacted] that the customer does not owe anything as of now, and that all credits have been issued to 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.

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is somewhat satisfactory to me however there is still a pending issue with Amazon $400 gift card.I have never had such poor customer service and will not renew contract with Frontier, even the resolution person that contacted me failed to do what she had discussed with me in our phone conversation and I had to contact her again to fulfill credits promised. It is horrible that customers have to go through this with Frontier and something should be done. I still have not received anything in regards to the Amazon $400 so resolution is still pending at this point and it's been 3 months. 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] advises that she was overbilled on her Frontier account Frontier has investigated the above statements and offers the following response: Account research shows Ms [redacted] has carried a past due balance since February 09, 2016.Records show Ms [redacted] was receiving a $HBO promotion credit which expired May 26, 2016.Research shows FiOS TV Promotional credit for $and $were removed in errorResearch shows a promotional credit of $15was removed in errorThis credit was schedule to expire May 26, (Total of $in discounts removed).Records show service order [redacted] completed November 28, disconnecting serviceRecords show credits totaling $were applied November 4, for the FiOS Voice discountsOn February 2, credits totaling $were applied for the remaining missing discount (6mnths x $30=$180).All warranted credits have been appliedAt this time Ms [redacted] has a balance payable and due of $ A Frontier representative attempted unsuccessfully to reach Ms [redacted] A contact letter was sent on February 2, 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 Specialist: Amy B [redacted] Department: Consumer Relations

Frontier has investigated the above statements and offers the following response: Frontier advises that all credits due have been appliedFrontier finds that no additional are applicable.At this time, Mr [redacted] owes $due by December 5, This is less due to an additional credit placed by Frontier customer service of $on November 21, 2016.Frontier has mailed out the past statements, per Mr [redacted] s’ requestHe can also view his statements online 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

Hi,This issue has been resolved Frontier's executive technical support team reached out to [redacted] and was able to connect the printer with the laptop and completed the setup They also setup WiFi printing on her Ipad She is all set now I have provided [redacted] with my direct contact information if she should need future helpThank You Serena J [redacted]

Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises that Frontier has not resolved her Internet speed issues Ms [redacted] also advises that she purchased equipment that did not help the speed issues Ms [redacted] also advises that she placed numerous calls to Frontier with no resolutionFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on December 1, and rescheduled a commitment to upgrade her Internet speed on December 14, On December 12, the Frontier technician spoke with Ms [redacted] and confirmed the work is complete.Frontier advises that the new equipment was purchased in October and the 30-day return period has expired Frontier again spoke with Ms [redacted] on December 15, and she confirmed the Internet is working now 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] DBA: [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: • Mr [redacted] stated that he moved his business to a new location and was provided a new phone number by Frontier• Mr [redacted] stated that he called Frontier on March 29th, to cancel the services at the old business location• Mr [redacted] stated that a Frontier agent advised that there would be no termination fee• Mr [redacted] stated Frontier continued to bill him for a cancelled phone line Frontier has investigated the above statements and offers the following response: • Frontier records confirm that the order to install service at the new (business) location, was completed on February 16th, • Frontier records show that on March 29th, Mr [redacted] called Frontier to schedule the disconnection of his services at the old (business) locationAn order error caused only one of the two phones to be disconnected• Frontier records show that Mr [redacted] was charged for the remaining phone line in errorThis line has been disconnected and all billing has stopped• Frontier has refunded all over payments charged to Mr [redacted] and a check will be mailed to the address on fileWe 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 Mr[redacted] to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that Mr[redacted] is being billed for a second Frontier internet line that was never installedFrontier has investigated the above statements and offers the following response: Frontier has investigated and found that the second Frontier internet line was never installedFrontier has stopped billing of the second line on May 13, 2016, and has issued a credit of $off his current billFrontier has been issuing credits every month since January 15, We spoke with Mr [redacted] and he is aware of this resolution and the credits issuedMr [redacted] knows to contact [redacted] at ###-###-####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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advised that he agreed to a new Triple Play Bundle and Frontier has billed him incorrectly I would like Frontier to honor price quoted and credit my account and correct price moving forward Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on April 25, Frontier has issued credit and corrected the billMr [redacted] is stratified and has agreed to close the complaint as resolved 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 MsLindsay to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] states that she put a deposit for new servicesShe called many times about not getting the equipment for the internetMs [redacted] states that after two weeks and still no equipment she called to cancel the serviceMs [redacted] wants the deposit credited back to her account and the order canceled Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Ms [redacted] and the order was disconnected within three days for her requesting serviceShe did have an issue getting the deposit backA Frontier Customer Service Representative contacted Ms [redacted] to advise that the deposit had been credited to her bank accountAnd account will be zeroed outMs [redacted] is appreciative and is satisfied with this resolution 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: Sharie P*** Department: Consumer RelationsTelephone Number: ###-###-#### Ext [redacted] Fax Number: ###-###-####

Frontier has investigated the above statements and offers the following response: Frontier finds that Ms [redacted] was quoted a pricing that did not include equipment.Ms [redacted] disconnected the television service as of April 11, Frontier has issued and adjustment of $for the difference in the price quote and installation charges.Ms***’s adjustments will reflect on her July 02, statement.Frontier has internally addressed any coaching/disciplinary action related to this complaint.A Frontier Consultant has made direct contact with Ms [redacted] and advised of the above statementsWe 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.We were charged different amounts at different times, both $and $39.99, as I have the bills to prove itSecondly, is not an acceptable speed for Internet as one does not connect to anything at that speedAgain, this is why the entire town was going to file suitSecondly, my payments were not made lateI have no control over the processing time it takes for Frontier, therefore I should not be responsible for their latenessIf that's the case, I will charge my own late fee to them effectively nullifying the $if feesLastly, no messages were left for any phone calls supposedly made to me Regards, [redacted]