Frontier Communications Corp.

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

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:

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]

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

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.

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 [redacted] to our office for reviewWe appreciate [redacted] *** bringing this matter to our attention The Complaint states that: Ms [redacted] states she was billed for service that she was not able to get the full speed that she was soldMs [redacted] states when she called she was advised that she would have to pay for July and AugustFrontier has investigated the above statements and offers the following response: Frontier review the account and we show that the final bill posted and credits were issued for the equipment and shipping charges.Frontier also shows that the final issued credit for services.Frontier bills a minimum of days for serviceFrontier called and left messages to review the case

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 he had no notice of the acquisition of Verizon to Frontier Communications.Mr [redacted] states that he feels his 2-year contract with Verizon is null and void as a result of the acquisition.Mr [redacted] states that it took several attempts to get his upgrade completed.Mr [redacted] states that he was charged for activations and his balance owing is wrong, he expects the balance to be zeroed out and that his records indicate he has a credit balance on his account.Mr [redacted] states that the hold times are long when he calls and he gets transferred several times before reaching the customer service department.Frontier has investigated the above statements and offers the following response:Frontier advises that all affected customers were sent a notification in January explaining that their provider would change from Verizon to Frontier in late March 2016.Additionally, Frontier’s customer communication strategy included direct mail, email, targeted mobile, digital, social media and FiOS video advertising as well as radio spots and billboards in all markets to advise customers that Frontier would be taking over for Verizon as the new service provider and to publicize the website meetfrontier.com, which provided extensive information about the transition including FAQs and other important information.When Mr [redacted] upgraded his internet in April 2016, his products changed to Frontier products however, the coding was entered incorrectly so the discount wasn’t being appliedA $discount code was added on August 3, for the next months through August 2, 2017.A credit was added this day also for the months he didn’t have the discount code.There is no contract with his current package.There is one repair ticket in Frontier systems dated June 12, with technician arriving and swapping his modem out on June 16, 2016.Frontier shows adjustments on Mr [redacted] ’s account applied August & 4, totaling $for charges assessed incorrectly, as he was advised while speaking to customer service on August 3rd & 4th.His August 7, billing clearly list each credit on the top of page of the bill.The current balance owing on Mr [redacted] ’s account is $for the bill dated August 7, 2016.At the time the current bill printed there was a credit balance of $-18.57.Frontier has seen longer hold times at certain times of day and month.Frontier has, as a result of customer feedback, recently streamlined the phone systems which will reduce both hold time and the necessity to be transferred due to incorrectly routed calls.There will still be different times of day or month that call volume can increase due to outages, severe weather, fires etc., however, Frontier has an option to receive a call back without losing any place in line as a convenience to our customer’s busy lives.The main Customer Service phone number is [redacted] & FiOS Technical Support direct number is [redacted] 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: Rebecca N [redacted] Department: Executive Consumer Email: [redacted] Relations

The Complaint states that: Mr [redacted] was quoted $a month for Phone, internet, & TV services, but bill is much higher Frontier has investigated the above statements and offers the following response: After further review, it has been determined Mr [redacted] should have bundle price of $Currently we have bundle price down to $+ $+ taxes & surcharges.A total of $in credits have been adjusted to the accountThese adjustment have been made to offset the incorrect billing Mr [redacted] received from September through December billing statementsThis adjustment also includes the installation feeWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced because 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] has had phone and Internet connectivity issues for months.Frontier has investigated the above statements and offers the following response: I have spoken to [redacted] today, March 21, and [redacted] states phone and Internet services are working fine since we last repaired the issue on March 8, [redacted] states she will be porting service out to another company on April 1, There is an order in for [redacted] to port her services on April 1, [redacted] is satisfiedWe 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 [redacted] bringing this matter to our attention The Rebuttal states that: Mr [redacted] advises he is satisfied with the resolution in the original complaint, but would like to wait to receive final invoice to ensure all charges are accurateFrontier has investigated the above statements and offers the following response: Frontier has contacted Mr [redacted] and coordinated to follow up with him to review his final billing on November 15, Mr [redacted] has agreed to this and is satisfied with this resolutionWe 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 CommunicationsThank 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] is disputing his final bill of $that has been turned over to a collection agency Frontier has investigated the above statements and offers the following response:Frontier investigated and found that Mr [redacted] ported his service to another provider, and Frontier disconnected his services on June 14, Frontier records indicate the following:April 25, bill date was $in which was paid and posted on May 11, 2016.May 25, bill date covered services from (5/25/through 6/24/16) totaled $This billed remained unpaid.June 25, closing statement generated with the prorated charges, which decreased the amount due from $to $173.27.(Credits applied from 6/15/through 6/24/16) This amount includes an Early Termination Fee of $as the contract did not expire until July 24, 2016.A Frontier Representative spoke with [redacted] to review the account, who remains unsatisfied with the findingsWe 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 Specialist: James N Department: Customer Relations

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response:Frontier advises the account was disconnected effective August 03, Credits totaling $were issued to the accountThe following credits posted to the account: $posted to the June 4, billing statement, $posted to the July 04, 2016, $posted to the August 04, 2016.Additional credits totaling $were issued leaving a past due balance of $125.00.On April 5, I spoke with Mr [redacted] regarding his concernsDuring this contact, Mr [redacted] played the recording of the Frontier CSR informing him that the account balance was zeroI informed Mr [redacted] that I would review the account further and contact him back later in the dayAfter review of the contact call detail, I followed up with Mr [redacted] and informed him that the account balance was not at a zero balance when he spoke to the Frontier CSR on January 25, On January 25, the account balance was $The above credit adjustments totaling $posted after January 25, leaving a remaining past due balance of $I advised Mr [redacted] that I have escalated the matter and once I receive an update I would contact him backOur office will work directly with the customerMr [redacted] may contact me directly at 1/###-###-#### EXT 1113142.We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] may have experienced as a result of this matterSincerely,Stacey MFrontier Executive Relations

Thank you for referring the complaint of [redacted] to our office for review. We appreciate her bringing this... matter to our attention. The Complaint states that: Ms. [redacted] states that she had to contact Frontier several times in attempt to disconnect her Frontier service on March 31, 2018 as she is moving out of Frontier’s serving area. Ms. [redacted] also states that a Frontier advised she would be billed a termination fee. Frontier has investigated the above statements and offers the following response: Frontier advises that Ms. ***’s service was disconnected on March 31, 2018.Frontier advises there is a fee of $9.99 when a customer discontinues broadband service. A Frontier representative issued a onetime courtesy credit in the amount of $10.00 to Ms. ***’s account on April 5, 2018. A Frontier representative has made several attempts to call Ms. [redacted] and receives a recording that Ms. [redacted] has a voice mail box that has not been set up.A Frontier representative mailed a letter to Ms. [redacted] to advise of the above information and provide the direct contact information for a Frontier representative. 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. Tell us why here...

After further investigation, Ms [redacted] was quoted $for the internet, and $for DISH television servicesMs [redacted] was also quoted free installation and a free modemMs [redacted] was charged for installation, internet at $due to bundling the DISH, and the modemThis has been handled internally.Ms [redacted] received a total credit amount of $due to the misquote, modem, and installation charges.Ms [redacted] ’s DISH services have been unbundled and Ms [redacted] ’s internet will be $before taxes for one year

The Complaint states that: Mr. [redacted] advises that he called to move his service to a new address on June 27, 2017. After the new installation order was placed on June 30, 2017, Mr. [redacted] decided to cancel the order because of its extended due date. Mr. [redacted] advises that the... billing for his old address never stopped. He had to call into Frontier’s customer service several times before the service was disconnected. Mr. [redacted] is requesting credit back to his original date of request. Frontier has investigated the above statements and offers the following response: Frontier advises that Mr. [redacted] ’ Frontier account was cancelled on August 24, 2017. Credit has been issued on Mr. [redacted] account backdated to the date of his original request. Frontier advises that a refund check will be issued within 60-90 days.Frontier advises that we spoke to Mrs. [redacted] on August 30, 2017 to advise of the above.

Thank you for referring the complaint of [redacted] to our office for review The Complaint states that: Mr [redacted] advises that Frontier is not able to fix his internet concerns Frontier has investigated the above statements and offers the following response: Frontier advises that we have had a technician go out and even replace the modem, Frontier has upgraded Mr [redacted] to the next speed up with no additional charge due to the fact that it may be a bandwidth necessity.Frontier spoke with Mr [redacted] on 11/4/and confirmed that the ticket has been worked and that his services are faster.Mr [redacted] has direct contact information for future concerns

Frontier CommunicationsThank you for referring the complaint of Mr. [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention.The Complaint states that:Mr. [redacted] advises has a charge from AT$T that should be removed.Mr. [redacted] has... Frontier unlimited long distance which includes the Long Distance fees that are listed under the AT&T bill charges.Frontier has investigated the above statements and offers the following response:According to our records Mr. [redacted] has Frontier as his long distance provider and direct dialed calls should bill under the Frontier Freedom unlimited Long Distance calling plan. Frontier advises that $151.03 has been removed from Mr. [redacted] ’s account. The account has a remaining balance of $49.59. These account changes will reflect in 1 to 2 bill cycles. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. [redacted] has experienced due to the above matter.Frontier Specialist: Bridget G [redacted] Department: Executive Relations

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 last winter she experienced issues losing her telephone service in the cold... weather due to the line freezing. Ms. [redacted] states it recently occurred again in November 2016 and she contacted Frontier to resolve the issue. Ms. [redacted] doesn’t want to continue to pay for a service that doesn’t work. Ms. [redacted] ’s elderly mother lives with her and she said due to medical conditions having a working phone is very important. Frontier has investigated the above statements and offers the following response: Frontier did receive a report of no service in November 2016 however it was due to Commercial Power being off, not related to Frontier lines. Frontier will however send a technician out to check the lines for water to ensure any future trouble. 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 [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she ordered internet service with Frontier and Frontier was not able to get the speed that she signed up forMs [redacted] states she received a bill for services that she was not able to useFrontier has investigated the above statements and offers the following response: Frontier review the account and we show that credit was issued for the internet service.Frontier called and spoke with Ms [redacted] who confirmed that credit was issued after this complaint was filedWe 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