Frontier Communications Corp.

Frontier CommunicationsThank you for referring the rebuttal complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Rebuttal states that:Mr [redacted] states he was quoted $plus taxes for his Frontier Phone, Television and Data Bundle package.Mr [redacted] is requesting to have the price he was promised with the Ultimate HD television packageHe is questioning the $credit being received.Frontier has investigated the above statements and offers the following response:Frontier service terms and conditions further state; unless otherwise prohibited by law or guaranteed by a Price Protection Plan (PPP) with Frontier, Frontier may, at any time and in its sole discretion, change or modify the monthly rates, fees and surcharges you are billed for Services, including any additional charges or fees for equipmentWe may notify you of any such changes by posting notice on the Frontier website, by sending notice via e-mail or postal mail, or by a bill message or insertContinuing to use the Service after notice of a change is acceptance of the changeIf you do not agree to the change made by Frontier, you must stop using the Service and notify FrontierThe waiver of any fees or charges is at our discretionFrontier advises we spoke with Mr [redacted] on October 25, and explained that we will honor the credit of $177.00, as a courtesy.Please allow thirty to sixty days for the credit to be reflected in a future Bill statement.We further advise that the Ultimate HD television package referred to by Mr [redacted] does not qualify for the rate of $per month, not including taxes and applicable fees.The requested rate is unavailable and Mr [redacted] will need to be on the Prime TV package in order to qualify for this rate.We 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.Frontier Specialist: Bridget G*** Department: Executive Relations

Thank you for referring the complaint of [redacted] - [redacted] to our office for review We appreciate the matter being brought to our attention.In the complaint Ms [redacted] - [redacted] expressed concern regarding being offered a package that consisted of the same channel lineup she previously had, plus a few additional channels, faster internet speed and a land line The rate quoted was $a month, before taxes The representative advised taxes of approximately $ The customer stated the quote did not include any bill credits she would receive.Our records indicate multiple Verizon discounts were set to expire on December and December 16, These discounts would have caused an increase to the Monthly Recurring Charges (MRC) in the amount of $ Our records indicate on December 20, 2016, a Frontier representative issued a credit in the amount of $due to the monthly rate quoted in error On January 23, 2017, this credit was denied due to improper coding The corrections were applied and the coding and the credit of $was issued and approved The credit reduced the total balance due to $ During telephone interaction on January 23, 2017, Ms [redacted] advised she was informed about the Frontier Secure product and its benefits but wasn’t quoted a monthly charge for it The customer was billed the monthly rate of $and the prorated amount of $ These charges were credited to the account as of January 23, 2017, in the amount of $ Additionally, the customer was initially quoted a credit of $for the overages applied to her account However, the amount applied was $ The difference of $51.47, plus tax of $4.24; which brought the total to $ These additional credits have reduced the total account balance to $341.82.As of January 9, 2017, the customer disconnected her Frontier services The February 16, billing statement should reflect credit returned from charges billed after the date of disconnection of January 9, Ms [redacted] - [redacted] was contacted on January 23, and the above information was provided to her It was discussed that we follow up after the February 16, billing statement to ensure all appropriate adjustments have posted and the balance is correct.We sincerely apologize for the inconvenience this matter has caused Should Ms [redacted] - [redacted] wish to discuss this matter further, I can be reached at 844-320-EXT 111-3143.Sincerely,Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS

Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises he is disputing the charges on his final bill from Frontier He is disputing the early termination fee billed of $Frontier has investigated the above statements and offers the following response: Frontier applied a credit of $to the account on October 11, 2016, leaving the account with a zero balance.Frontier has attempted to contact Mr [redacted] to discuss his concerns Unfortunately, we have not been successful in our attempts Should Mr [redacted] wish to discuss this issue, we have left our direct contact information on his voice mailWe 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 CommunicationsThank you for referring the complaint of [redacted] to our office for review. We appreciate you bringing this matter to our attention.The Complaint states that: Mr. [redacted] advises that he contacted Frontier about prorated charges back in July and was advised he would... receive credit. Frontier has investigated the above statements and offers the following response:After reviewing Mr. [redacted] ’s account, Frontier records reflect that the customer called on June 20, 2017 to re-bundle their services.Frontier records reflect that the customer was advised of the prorated charges at the time of re-bundle and advised the next bill will be higher.Frontier records does not reflect any customer contact in July from Mr. [redacted] .Frontier records show the prorated charges are valid and the charges are sustained. 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: ###-###-#### 1113137 Fax Number: ###-###-####

Thank you for referring the complaint of Ms. [redacted] to our office for review. We appreciate Ms. [redacted] bringing this... matter to our attention. The Complaint states that: Ms. [redacted] advises they experience frequent telephone and internet service outages. She also advises that technicians never show up for the repair and when she calls again she is told a call was never received and repair dates are two weeks out. Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms. [redacted] on August 28, 2017, and confirmed that no trouble has been reported and Ms. [redacted] has no specific trouble to report for the business or any of her clients in the building at this time.Frontier apologized for the trouble Ms. [redacted] and her clients have experiencedFrontier assured Ms. [redacted] her comments will be heard at the highest levels at 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 has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] cancelled services as of February 13, with no Early Term Fee.Frontier has issued return mailers for his equipment.A Frontier consultant has been in direct contact with Mr [redacted] and provided direct contact informationWe 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

Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] called to lower her bill effective August and states she was advised we could lower her bill by $ a monthWhen Ms [redacted] received her next statement it was not minus the $amount she expected Ms [redacted] at the time had a television entertainment package for $that due to a promotional discount would be ending with the October statement, therefore increasing the billThe price quote was taking that into effect, therefore removing the package, would have in fact, saved her the $starting with the October 2016, not the August 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

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: Mr [redacted] was only getting MPS and was not able to watch TV with that speed When Mr [redacted] requested to disconnect he was advised of a cancellation fee of $ Frontier has investigated the above statements and offers the following response: Mr [redacted] has been a valued customer with Frontier since Frontier has waived the termination fee and sent Mr [redacted] contact information for any further assistance 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 satisfactory to me 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] advises they contacted Frontier on June 10, 2016, to disconnect cable and phone service and keep internet The order was scheduled for June 17, 2016, when this did not complete, she contacted Frontier again and was told it would not be completed until JulyFrontier has investigated the above statements and offers the following response: Frontier advises that due to a system issue the removal of TV and phone service did not post to her account until her September 10, 2016, billing statementCredit for TV and internet was given for charges billed from June 11, through September 9, 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 review. We appreciate Mr. [redacted] bringing this matter to our attention. The Complaint states that: Mr. [redacted] states in late January 2018, he received a bill from Frontier for $69.98 even though he had not... been a Frontier customer since October 2017. Mr. [redacted] states that despite multiple contacts to Frontier, no one could tell him what the charges were for or why they were applied. Mr. [redacted] stats that he started receiving Collections notices for the $69.98 until an unauthorized payment to cover the charge was withdrawn from his card. Frontier has investigated the above statements and offers the following response: Frontier records confirm on 10/1/2017, Mr. [redacted] requested to have his account completely cancelled, however, this did not go through until 12/5/2017, causing his auto-pay to remain in effect and continue to withdraw payments. Frontier records show on 12/5/2017, Mr. [redacted] spoke with an agent who applied a credit of $-69.98 to the account for the two months of payments pulled. This agent also finished processing Mr. [redacted] ’s disconnect, resulting in additional prorated credit and making the balance $-94.48 owed as a refund to Mr. [redacted] . Frontier records show on 1/4/2018, Frontier generated the refund owed to Mr. [redacted] via Pre-Paid Visa card which was sent to the last known mailing address with an estimated delivery time of 12-21 business days. Frontier records show on 2/10/18 a Collections representative reviewed the accounts previous credited balance and mis-interpreted it as an amount due rather than a refund owed. This generated a Collections letter. Coaching feedback has been sent to this agent’s direct supervisor.Per the pre-paid Visa card sent to Mr. [redacted] , Frontier has refunded any and all unauthorized payments withdrawn past the date of cancellation. Frontier confirms that Mr. [redacted] ’s credit card/bank information has been removed from the database and there should be no further occurrences. 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 Ms [redacted] bringing this matter to our attentionThe complaint states that: Ms [redacted] states that she requested to cancel her service with Frontier due to the lack of customer service and was advised that she would be charged until the end of her next cycleFrontier has investigated the above statements and offers the following response: Frontier investigated and found that Ms [redacted] account is still active.Frontier terms of service can be found on frontier.com/terms are as followed, disconnect orders will bill until the end of the billing cycle when an account is disconnected.Frontier attempted to reach Ms [redacted] to advise of the above but was unsuccessful Frontier left a message for Ms [redacted] that included direct contact informationWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Frontier CommunicationsThank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] spoke with a Frontier service representative who granted a payment arrangement.She states the extension was not granted and her Cable was temporarily suspended.She had to make the payment early to restore her past due service and would like a discount for being misinformed.Frontier has investigated the above statements and offers the following response:Frontier advises that according to our records, no payment arrangement was ever establishedWe spoke with Ms [redacted] on November 26, and only documented the payment date of December 8, 2017.We further advise that reconnection charges were billed but have now been credited to Ms***’ account.Please allow thirty to sixty days for the courtesy credit of $to be reflected on a future Billing 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: Bridget G [redacted] Department: Executive Relations Telephone Number: ###-###-#### Ext Fax Number: ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me My account balance owed to Frontier is now $ 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] advises appointment for repair on 8/26/was missedMs [redacted] advises she has been hung up on by representatives at Frontier Communications Frontier has investigated the above statements and offers the following response: Frontier Communications investigated and found that, per the notes on repair ticket #: [redacted] from the field technician, the appointment was canceled at the door per the customer on 8/26/When Ms [redacted] called back into Frontier to reschedule, on 8/28/16, Frontier Communications got another field technician out to her home next day, 8/29/16, that connected the modem to the coax, re-provisioned the modem to the correct system and got the Internet back up and working, verified with Ms [redacted] at the time of repair 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

Revdex.com:Their response is they cant find an account?? Then how come we have a router with their name on it pumping internet into our house?? Why do we have a tech personal cell number if more issues pop up? Said tech ran a new line and we are STILL having disconnect issuesThe state of NY has even included Frontier in the investigation of not delivering what the customers pay forApparently, they need to train their people betterThe account is under my husbands last name at the same address [redacted] ***, [redacted] 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]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have 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 belowFrontier was contacted by Mrs [redacted] on the complaint that our landline service had increased to a amount beyond what we deemed reasonable for this serviceTheir representative did ask if we had DISH and did ask for the account number to determine if a greater savings could be obtainedOnce their representative stated the savings amount, Mrs [redacted] to him to NOT BUNDLE and to leave the account separate As to the matter of wishing to discuss the account with me, was to change PLANS as in dropping calling features The discussion that she advised the representative only had to do with the Frontier account as the DISH bundle offer made by THEIR representative was declined In hours we had received an email from Frontier congratulating us on the bundle (that we told them NOT to do!) Frontier did charge us for DISH $plus dollars (again bundling after they were told NOT TO) and our customary charges to DISH were $as we had refer a friend credits thru DISH that Frontier was not aware of So not only was Frontier extremely high on a landline they were trying to charge us an OVER INFLATED amount for DISH and think just because they go and cram us that we would pay it! We called DISH reps DIRECTLY to make our payments Dish changed our account numbers dues to this bundling and our payment history for the last yrs was lost for us on line Those two accounts were not unbundled until the END of December We were calling in each month to make those payments as we could not do them on line with DISH due to this unauthorized bundlingBecause of this bundling DISH issued a new account number for FrontierThen when it got un-bundled we got yet ANOTHER account number with DISH Our history and credits have been FINALLY restored Frontier was NEVER authorized to make payments to DISH on our behalfAgain, they were told DO NOT bundle, and despite our rejection of their offer (not ours! we didn't even know it could be done until their rep advised it could be) to bundle to lower their over inflated landline Both DISH and we have been through an accounting nightmareWE did make payments to Dish in those months Our account in December showed a credit amount and the repsaid that they could not accept a payment We were advised to wait by DISH until January and make our payments thenWhatever amount we owe DISH we will take care of WITH DISH - not Frontier As far as Frontier is concerned - they have severely damaged any relationship we may have ever had Many promises were made by supposedly managers and escteams to fix our problem and promises to call back to verify that the problem was corrected to never hear from ANYONE from Frontier until this complaint was filed, and one has to wonder if Frontier wasn't just hoping we would pay their crammed bill and just go away? In three months no one could call and try to fix this problemFrontier repcontacted us last week stating that there was a balance due to FrontierFrontier needs to zero balance our account and lets just be done with this unfortunate business We already have our Dish account correctedPer Frontier they said that Dish requested this bundle how could they when they were not the ones we called?! That is the biggest lie yet! It was THEIR (Frontier Rep) that offered to lower our landline bill by bundlingHow could Dish have know anything about it when they were not the problem????? We have been crammed, slammed lost our account on-line history with Dish and it has taken an extreme amount of time and effort on our part to correct something that we did not authorize, did not inquire about and did not accept when the offer was made to bundle when a complaint was made about the amount being charged for a single landline Ultimately we wound up cancelling a land line telephone number of 30+ years that we had had with Verizon prior to Frontier taking over the account in the middle of Many (15-20) calls were placed with Frontier since they did this bundle on October 27thStill no explanation can be made as to how you can BUNDLE something (without permission no less) in a hour period but take more than three months to fix your cramming Regards, [redacted]

Frontier CommunicationsThank you for referring the complaint of [redacted] for [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] states she renewed her existing business package with Verizon for year term approxmonth before Frontier Acquisition to lock in her existing price and didn’t receive a cust.Ms [redacted] states her first bill from Frontier was higher than normal.Ms [redacted] states she was advised by a Frontier manager that if she changed service providers she would incur early termination fees.Ms [redacted] states that a manager told her that Frontier would give her a 30-day window from May 4, to change providers without the early termination fees.Ms [redacted] states she did as requested but was still charged the early termination fees (ETF) without any credit applied to the account.Frontier has investigated the above statements and offers the following response:On March 31, 2016, Frontier closed a transaction to acquire Verizon's wireline services in California, Florida, and Texas, after receiving all required government approvals Prior to that time, notice of the transaction was communicated to Verizon customers On April 1, Frontier formally began transitioning all of Verizon's network, services and customers to FrontierAll lines, pricing, products, any terms &/or contracts then became Frontiers on April 1, as a result of the acquisition.Frontier records show the new 2yr package is what we received from Verizon on 4/1/16, Frontier would not have been able to make any changes to the account.This business customer had a commitment with Verizon (VZ) beginning 10-24-and expiring 10-23-The change that was made in March was converting the existing Custopak lines in a term to a bundle with a term.All of the VZ terms are verbal.Even without this disputed change that took place in March the customer would have had an early termination fee.All Verizon year price locks are now verbal, there are no ‘contracts’ any longer but are no less bindingThe first bill in April was for two months billing.Per VZ agreement any balance not paid to VZ for March bill cycle by March 28th, was then due to Frontier.The payment made to VZ on March 15, was for the February VZ payment.No March payment was made to Verizon which then became due to Frontier.Verizon like Frontier bills in advance.The amount due for the Frontier charges in April were lower by $-at $431.34, than what was being billed by Verizon of $495.64.There could have been confusion on MsSimon’s part because the format of the services listed is different from Verizon but the bottom line on the bill was less.On May 4th Ms [redacted] advised a customer service representative (CSR) she would be shopping for services elsewhere.CSR then advised Ms [redacted] that a supervisor would give her a 30-day window to waive ETF.Ms [redacted] was never given this information by a supervisor.On September 13, 2016, A Frontier Business Services Supervisor explained that any change to products with Frontier would result in different pricing than what they had with Verizon and out of courtesy, gave the customer a day window for which we would not charge an Early Termination Fee if they were not satisfied with any option presented by Frontier and went to another provider.The customer did not disconnect/port services until after the day window, June 6th to be precise.Frontier sustains the charges.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] for [redacted] has experienced as a result of the above matter.Frontier Specialist: Rebecca N [redacted] Department: Executive Consumer Email: [redacted] Relations

Frontier advises that package that Ms [redacted] subscribes to is $per month plus taxes and surcharges.Frontier offers promotions on pricing and services to new and existing customers at various times throughout the yearCustomers may contact Frontier Customer Service at any time to inquire about eligibility for current promotionsFrontier states due to multiple returned checks a block was put on Ms***’s account for monthsThat block has been removed and Ms [redacted] is now able to log into her On Line Bill Pay account and update her credit card information and make payments.Frontier was unable to reach Ms [redacted] to advise of the above 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 has investigated the above statements and offers the following response: Frontier has called the customer, spoke to Ms [redacted] , and verified authorization.Ms [redacted] stated that they were moving out of the area and needed both the move order and the account closed.Frontier has accommodated Ms [redacted] ’s request.Direct contact information has been provided to the customer 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