Frontier Communications Corp.

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: Ms [redacted] is disputing that her bill increased by $in OctoberFrontier has investigated the above statements and offers the following response:After review of the customer’s account, Ms [redacted] had a customer value discount of $which she no longer qualified for.The customer received the customer value discount because she still had the grandfather Verizon productsMs [redacted] upgraded to Frontier products which disqualified her account for the customer value discountFrontier has agreed to issue credit in the amount of $as a one-time courtesy toward Ms [redacted] ’s account.Please allow 1-bill cycles for the credit to reflect on the customer’s bill statement.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: Tocoma K Department: General ManagerTelephone Number: ###-###-#### 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] states that a Frontier account was opened without her authorizationMs [redacted] states she contacted Frontier and was advised that the account was cancelled but she is still receiving a bill from FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] ’s account was cancelled on March 10, 2017.Frontier advises that Ms [redacted] did have a balance of $generate on the account prior to being cancelled.Frontier advises that an adjustment of $was applied on April 8, 2017.Frontier spoke with Ms [redacted] on May 12, and advised the information aboveFrontier advises that Ms [redacted] explained that she did contact Frontier for a quote and provided her personal information for a credit check to be performedFrontier advises that Ms [redacted] is requesting a letter from Frontier stating that she does not owe a balance on the Frontier accountFrontier advises a letter will be sent to Ms [redacted] on May 12, confirming that she does not have a balance with Frontier 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 advises Mr***’ account started with Simply Ultra HSI and was upgraded to include telephone and Frontier SecureFrontier does not provide recorded calls as they are propriety information utilized by Frontier personnel.Frontier advises Frontier Secure was removed and fully credited.Frontier advises when the telephone was requested to be removed, an isolated system error caused Mr***’ internet speed to be reduced down from Ultra to MaxThis error incorrectly assessed an activation fee that was credited and the credits appeared on the October 25, billing statement.Frontier reinstituted Mr***’ High speed internet speed back to Ultra November 7, 2017.Frontier spoke with Mr [redacted] November 7, and advised of the above.Frontier’s position on this matter has not changed We trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier may offer promotions on pricing and services to eligible customers at various times Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotions If eligible, customers must agree to applicable terms and conditions for a promotion to apply Promotions are not automatically applied to customers’ bills Frontier provides notice of current promotional offers using various means including bill messages, direct mailings and advertising in various local media outletsFrontier finds that Mr [redacted] spoke with Frontier on February 2, to discuss a billing concern Frontier offered Mr [redacted] a discount as a retention offer Frontier will provide the discounted price until February 2, Frontier spoke with Mr [redacted] on February 7, to provide the above information

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 am disappointed that Frontier see no problem is forcing customers to pay a bill that Frontier themselves states is an overcharge However, I have no problem dissolving this matter as Frontier representative presented to the Revdex.com This same response was left on my voicemail last week.Despite being sure the next billing cycle would have the correct information on it, this week I received a new bill with additional charge of $ I called Frontier After a lengthy conversation and a supervisor reviewing my account, Frontier stated that there would be a zero balance (credit of the $71.78), but no refund as promise when I cancelled my phone service and as promised by the Frontier to Revdex.com.I have had many problems with Frontier services during my time as a customer The speed of the internet service promised never matched the exact speed I received and continued to declines as they added more customers and data usage increased among the customers Frontier failed to show up to multiple services calls without contacting me Last year, I had to get Revdex.com involved to get them to fix my service We went a full month without internet as a results Living in a very rural area, our choices were very limited I am glad I was able to find new services who stand by what they promise This is something that Frontier has failed to do repeatedly This last situation is yet another example of it.Thanks for your assistance! Regards, Mrs [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 I was never made aware of the Terms of Service Agreement when I signed up for the service, so I could not have agreed to the terms.Recently, I found their Service Agreement by doing a google searchI did find a clause within the Agreement that mentioned the $disconnect fee.I could not find anywhere in the Agreement that mentions that there is no proration of service when cancelled, and CS could not point out to me where that clause is located in the AgreementI'm confused what they mean about giving me a creditDoes that mean that I no longer owe them anymore money? Regards, [redacted]

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] advises that he started new a contract in October and was promised a price of $Mr [redacted] advised that his bill was higher for the month of OctoberMr [redacted] also advised that his order to change his services was not processed.Frontier has investigated the above statements and offers the following response:The information provided by Frontier is directly related to information obtained during the investigation; which is based on Frontier’s account notes from billing, sales, tech support, and the order historyFrontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.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: Tocoma K Department: General ManagerTelephone Number: ###-###-#### 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] states she subscribed to Frontier for her business telephone and Internet serviceShe further states that she found a more affordable service so she cancelled her Frontier servicesMs [redacted] states that after the phone call to cancel her services she did not have service for a weekMs [redacted] is requesting compensation for lost businessMs [redacted] states she continued to be billed for services not rendered Frontier has investigated the above statements and offers the following response: Frontier has investigated the claim made by Ms [redacted] and found that she ported out her service on April 6, to Spectrum and no longer has active service with FrontierFrontier does not compensate for lost business, however Frontier did zero out her balance of $Frontier spoke with Ms [redacted] on April 11, and she has been made aware of the adjustments made to her accountWe 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 you bringing this matter to our attention The Complaint states that: • Mrs [redacted] is wanting a refund for the amount she had paid after requesting to cancel services Frontier has investigated the above statements and offers the following response: • After further review, our records indicate account was disconnected on January 9, A credit for one month of billing was credited for $+ prorated credits, totaling $ • Mrs [redacted] will receive a refund; which are mailed out via Citi Bank, and will come as a prepaid visa debit cardRefunds take three months to receive from disconnect date • Regarding returning equipment, the labels have to be mailed to the physical address services workedCurrently, Mrs [redacted] moved out of state, and is not able to retrieve labels • On January 23, 2017, I spoke with customer acknowledging her concerns, and went over her accountAlso advised if for some reason, she is billed for not returning equipment (router), to give me call directly, and I will credit the charge We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter

Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that he has had horrible Internet service since he started service with FrontierHe started taking notes on May 29, every time his Internet stopped workingFinally in September his Internet was fixedThe technician that fixed it stated that he had to run new wire all the way down the blockMr [redacted] called Frontier and had requested credit and at first they only offered him a $creditHe told them that it was not good enough for all of the months that he has had Internet issuesAfter talking to numerous people a supervisor told him that he would receive a $credit for the times of his bad serviceAs of now he still has not received the creditMr [redacted] states that he has called several times to Frontier only to be told that the credit is being processedMs [redacted] states that he called on November 7, to be told that the credit was denied and it was resubmittedHe refuses to pay anything on his bill till his credit is applied Frontier has investigated the above statements and offers the following response: Frontier’s records indicate that Mr [redacted] has had on going issues with his Internet since he started service with FrontierThere have been several trouble tickets open due to connectivity problems since he started serviceFrontier was able to resolved Mr [redacted] ’s Internet issue on September 2, A Frontier technician was able to change the lines that Mr [redacted] worked off of, to resolve the problemFrontier spoke to Mr [redacted] today and the Internet is working to his satisfactionFrontier has issued a total credit of $to Mr [redacted] accountHe is aware of the credit 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

Mrs [redacted] placed an order for new installation on 12-28-15, given a commitment due date of 12-31-Frontier had to place new cable to the home to provide service which caused delays.We issued a $courtesy credit.Frontier spoke with Mrs [redacted] on 2-15-and verified the service was working

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] states he contacted Frontier on 3/17/and put in an inquiry online for internet at Mr [redacted] states a consultant contacted him and confirmed internet was available at this pricing Mr [redacted] states he was then offered FiOS internet and television for per month which included a visa gift card, free installation, FiOS TV prime HD, free HBO, Showtime, Starz, and Cinemax for months, free HD box months and free home DVR monthsMr [redacted] states he called back to verify the offer and signed up · Mr [redacted] states his first bill had a install fee which was removed when he contacted FrontierMr [redacted] states he contacted Frontier regarding his gift card and was advised he did not qualify for the card · Mr [redacted] states he received his 2nd bill which was 136.76, he contacted Frontier and was advised HBO and Cinemax were not free at which time he cancelled all promotional channels and an adjustment was placed for the movie channels billed and he was advised to pay · Mr [redacted] states he has still not received the original price quoted and is upset he has to call in every month about his bill Frontier has investigated the above statements and offers the following response: · Account review shows an order was completed on 3/27/for FiOS internet and television servicesThere is no record regarding the visa gift card offer quoted, however, in this instance an adjustment of has been applied to MrWilliamson’s account to honor what he states was offered · Account review shows MrWilliamson’s initial 4/4/billing statement had a internet install fee that was billed in error, an adjustment for this charge was applied on 4/16/ · Account notations from 5/7/15, state that Mr [redacted] called to report that he was originally advised that HBO and Cinemax were part of the free movie promotion offer Mr [redacted] was incorrectly advised regarding HBO and Cinemax and an order was placed to remove the movie channels and a credit issued for charges from 3/28/15-5/3/in the amount of for the moviesAn additional credit was applied for a missing promotional discountMr [redacted] was advised we could not apply the credits immediately and he would receive a late fee however he could pay his bill less The 6/4/billing statement reflects the credit of 19.99, credit for the late fee in the amount of and the credit for the movies in the amount of which was applied toward the current charges on that billing statement · It has been determined that the FiOS TV promotional codes were removed in error after the initial billing statement resulting in the incorrect promotional pricing Mr [redacted] should have received in promotional credits from the 5/4/15-7/4/billing statementsFrontier has previously applied a total credit of for missing promotions An adjustment of has been issued for the remaining promotional credits due An order was placed on 7/7/to add the promotional discounts in order to correct the billing going forward · Frontier apologizes for any misinformation provided to Mr [redacted] regarding his initial quote and the subsequent billing errors that have occurred Frontier will follow up on the 8/4/billing cycle to verify all pricing is correct and will provide Mr [redacted] with a direct contact number should he have any concerns going forward We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Tell us why hereFrontier Communications 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 been charged by Frontier for a router that she has returnedShe would like a credit issued of $for the returned equipment that she was charged for Frontier has investigated the above statements and offers the following response: Frontier reports that Ms [redacted] returned the equipment that she was charged for.Frontier will be issuing a $credit on Ms [redacted] May 5, bill statement.Frontier spoke to Ms [redacted] on April 20, and she is aware of all of the aboveWe 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 Frontier Specialist: Tami Lee Department: Customer Relations

Thank you for referring the complaint of Mrs [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint Rebuttal states that: Ms [redacted] states that she received another bill from Frontier and it did not reflect a credit balance or a refund When she called Frontier she was advised a credit was applied to bring her account balance to zero and she should not receive a refund Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that a refund was processed on Ms [redacted] ’s account on December 23, 2016.A Frontier representative received an email from Ms [redacted] on January 13, to confirm that she received her refund 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 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 had previously paid the balance, if my account was credited I do expect a check refunding me the whole amount and this was not mentioned in the message from Frontier I need to know when I can expect to receive my money back Regards, [redacted]

Frontier Communications 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] alleges that Frontier is billing him for charges he paid to Dish Network. Frontier has investigated the above statements and offers the following response: Frontier records demonstrate that Mr. [redacted] disconnected his account on November 30, 2017 with a due date of December 1, 2017.Frontier generated the closing statement on December 1, 2017 and that included the $103.17 for Dish charges for the time period of November 29, 2017 through December 28, 2017. The total closing statement was $266.99 because it included $144.14 from the November 1, 2017 statement.Mr. [redacted] should compare his first direct Dish statement to the closing statement from Frontier. The statement dates of service and charges are for a different time period and/or include a credit for said dates. Frontier paid Dish for November 29, 2017 through December 28, 2017 and the charges are valid and Dish has not issued any credits.Mr. [redacted] may also contact Dish and ask to speak with the bundled billing department for a proper explanation of his debt to Frontier. This is not an uncommon misunderstanding with the separation bills. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. [redacted] may have experienced as a result of the above matter. Frontier Specialist: Donna Merrigan Department: Executive Customer Relations Telephone Number: ###-###-#### Fax Number:

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] states that she experienced connection issues with her Frontier Internet since early April of 2016. Ms. [redacted] ... states that it took almost one month to fix her Frontier Internet service. Ms. [redacted] states that she was offered a one month credit for her inconvenience and that this credit has never appeared on to her Frontier statement. Frontier has investigated the above statements and offers the following response: Frontier advises that Ms. [redacted] ’ Frontier Internet service was repaired on April 29th 2016. Frontier apologizes for any inconvenience that this outage may have caused Ms. [redacted] . It is Frontier’s policy to try to have Internet repaired in a timely manner. Frontier applied a full month of Internet service credit in the amount of $75.00 to her Frontier account. Ms. [redacted] is aware that this credit may take one billing cycle to appear on her Frontier statement. 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.

Per Frontier records, Mrs. [redacted] 's account is currently inactive with a disconnect date of 11/7/2016. She was billing $64.99/FIOS 150/150 Data + $9.99/Frontier Secure - $5/Discount = $69.98 + taxes monthly. The balance is currently showing on her final account is... $573.45. It was previously $791.55., however, Ms. [redacted] was given credit for prorated charges as of disconnect date of 11/8/2016 ($791.55 - $218.10 = $573.45 owed to Frontier).I didn't find any notes confirming Ms. [redacted] called to cancel service in July, August, September or October of 2016. Remaining charges will stand. No adjustments are warranted at this time. Case closed.

Thank you for referring the rebuttal of [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention. The Rebuttal states that: Mr. [redacted] advises that he was unhappy with the level of internet service that was being provided to him by Frontier. Mr. [redacted] advises that he would like to be reimbursed for 30% of what he paid for internet service. Frontier has investigated the above statements and offers the following response: Frontier advises that internet speed and connectivity are based upon many factors including: network congestion, customer location, customer equipment, and Wi-Fi network interference. This is stated in the residential internet service agreement terms and conditions, posted on Frontier’s website. Frontier advises that they are responsible for service outage credits, based on the customer’s daily rate of service that is not functioning. Frontier is not liable for any other compensation. Frontier advises that as stated in the terms of service posted online, Frontier makes no promise that the service will be available or perform in a manner that would meet the needs of a customer.Frontier spoke with Mr. [redacted] on March 15, 2018 and advised him of the above statements. 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 has investigated the above statements and offers the following response: Frontier advises no usage was found on the account.Frontier has waived all charges on the account. 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.