Frontier Communications Corp.

Frontier has investigated the above statements and offers the following response: MrMoskowitz establish services with Frontier in June 2011.Frontier mailed statement to the address on file notifying Mr*** that there is a balance on the account.On January 01, Mr***
received a Frontier statement for $On January 11, he made and online payment for $274.94.The Frontier Bill Pay system displays the balance due, therefore Mr*** was aware that there still was an amount due with FrontierMr*** transferred the phone service to a different provider March The last payment Mr*** made to Frontier was January 11, 2015.Mr*** verified he still resides at the address on fileAt this time Frontier cannot remove the item from Mr*** credit reportHowever once settled it will appear as paid in fullA Frontier consultant has been in direct contact with Mr*** and advised of the above We regret any inconvenience that Mr*** may have experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** indicated that Frontier billing issues were not fully resolved. Frontier has investigated the above statements and offers the following response: Frontier reviewed credits and adjustments issued for billing errors and all are approved and applied to the account at this timeFrontier left a message on Ms***’s contact number and also e-mailed herMs*** responded to the e-mail and advised that, as of December 6, 2016, the Frontier billing issue is resolved We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter

Thank you
for referring the complaint of *** *** to our office for reviewWe
appreciate Mr
*** bringing this matter to our attention
The
Complaint states that:
Mr*** advises that he has a credit
balance of $117.51, after having
cancelled Frontier service on December
15, 2016. He was advised by a
Frontier representative on January 5, that he will receive this
refund by the following billing cycle of February 1,
Mr*** advises that another Frontier
representative told him via live chat that it will take days for him to
receive his refund, which he feels is an excessive amount of time to wait
for his refund
Frontier
has investigated the above statements and offers the following response:
Frontier
spoke with Mr*** on February 8, 2017, and advised him that the refund
has been expedited and he should receive his refund within to business
days
We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr***
has experienced as a result of the above matter

Frontier has investigated the above
statements and offers the following response:
Frontier issued trouble
ticket number *** to repair Ms*** phone serviceA Frontier consultant has
been in direct contact with Ms*** and she advised the Frontier phone
service is now
workingFrontier will apply an
adjustment to Ms*** account in the amount of $
We regret any inconvenience that
Ms*** may have experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention
The Complaint states that:
• *** *** states that he is being charged Fios TV upgrade charges in the amount of $per
month
• *** *** states that when he spoke to a customer service representative he was told that these charges would be removed
Frontier has investigated the above statements and offers the following response:
• Frontier has investigated and found that this is a legitimate charge to fulfill a price increase Verizon implemented prior to conversionThese are not charges for any specific product or featureThis is a result of price increases over the yearsInstead of building the price into the product charges, the company created separate codes to make up for the price difference
• Frontier states that these charges are only removed once the customer changes from Verizon Grandfathered products to frontier products
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that *** *** has experienced as a result of the above matter
Frontier Specialist: Angela C*** Department: Consumer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Thank you for the correspondences however there has not been full resolveI have yet to receive a call from Frontier and there's no excuse for thatThey are the supplier of my phone line and know my home numberI also have caller ID so I know they've not reached outThey can also email me in this day and age of technology and communicationsI do accept keeping the rate of $69.99/mo to resolve thisI wasn't supposed to have the Internet security bundle in the first place and have stated so every time I have talked to a repThis needs to reflect change on my bill and my account accredited from previous billsI would like it to be known that all calls are recorded by the business for the protection of both business and customerI had calls to the Escalation Deptin NovThe first, after an hour and a half conversation going thru the bills, credits and complaints the gentleman ended with this close: You're right Mr***, with everything that you've paid and the wrongful billing, and the credits you have yet to receive We(Frontier) as of now(Nov) have had nothing but problems with your billing and many mistakes have been madeWith what you've paid to date and the problems you've had we will zero out your accountI will personally get this corrected and call you back before the evening is over(Because they WILL NOT give you their direct contact information nor extension; unprofessional itself)He never returned my callThe phone calls are recordedI have made multiple calls a month no less than an hour each time and have had to take it to the Revdex.com to even get this farI want what was told to me for the absolute horrible customer service I've been thru and the HOURS of my personal time I've had to take out of my life with all this frustration because of mistakes made by FrontierZero bill balance as of Nov with one bill due For the month of Dec at the rate of $plus tax and feesThank you

Frontier advises services are not assessed charges until installation is completed.Frontier reports services were installed on November 9, which is the first day of billingFrontier did issue discretionary $credit to the account.Frontier attempted to reach *** *** but was
unsuccessfulFrontier did leave a message that included direct contact information

Customer experienced service issues with both phone and InternetCustomer contacted Frontier to no availCustomer would like credit back for time it could not be used Frontier has investigated the above statements and offers the following response: The customer experience
disruptions in service which have been resolved.Frontier credited $which will reflect in one to two bill cycles.Frontier spoke with the customer to confirm service is functioning properly and that the credit will reflect in one to two bill cycles.Frontier apologizes for any inconvenience this has caused the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint
ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below I had two months of payments taken out of my account I am still waiting for a full refund when account was cancelled in August
Regards,
*** ***

Thank you for referring the complaint of *** W*** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr*** advises he ordered internet service with Frontier and paid a deposit, the order was cancelled and he would like his
deposit refunded Frontier has investigated the above statements and offers the following response: Frontier advises the refund for Mr***’s deposit has been reversed back to his credit card, it may take three to five business days to process We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr***’s has experienced as a result of the above matter

The resolution that I would like to have from Frontier is for them to fix the issue(s) that they are having with the current grid that they are operating from. The internet speed that I am paying for is 6Mbps when in actuality the speed is 1/of that. Why am I paying for a service that
is not running to it's full capacity. The company is fully aware of their issue and are unwilling to fix their problem which is now the problem is our area

Frontier has investigated the above statements and offers the following response: December 3rd an order was placed to establish service with the Digital Phone Essentials package and Broadband Max service with telephone number ###-###-#### effective December 8th in the name of ***
***. A $deposit was required and paid by the customerThe order was placed into the Broadband Held Order status on December 4th with notes indicating that there are no Broadband ports available and the area is capped from adding more customer’s at this time. The order should have been referred to an agent to make contact with customer. Contact was made with Frontier on December 8th to inquire on the order and was advised that there are no ports available. The representative apologized; the order was cancelled per the customer; and a request was submitted to refund the deposit to the customerA reversal request was processed on December 8th to refund $back to the customer’s credit card indicating that the customer should see the credit in approximately to business daysFrontier apologizes for the inconvenience and will address this as a training issue. The customer should expect to receive the refund to their credit card by December 18th

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** is disputing his bill for services from Frontier Frontier has investigated the above statements and
offers the following response: Frontier advises adjustments have been made to the account’s charges for serviceFrontier advises that the early termination fee is being sustained because the account was in a term and receiving a discounted rate for service.Frontier advises unless otherwise required by applicable law, your termination of Service may be effective on the last day of your Frontier billing cycle for all applicable Services, and you are responsible for all charges incurred through the date of termination.Frontier has spoken with *** *** on December 14, and advised Mr*** of the early termination fee being sustained, the adjustment made to the account, and the full monthly rate is an applicable feeWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter

Frontier as a courtesy has placed an adjustment in the amount of $as per the customer's disputeAll records indicate that these were valid charges, however once again as a goodwill gesture Frontier has posted the adjustment to the account and no further credits are warrantedThis adjustment will appear on the next billing statement

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she is not receiving the promotional price that was quoted to her by FrontierMs*** states she
was offered a rate of $per month for two yearsFrontier has investigated the above statements and offers the following response:Frontier records show that Ms*** contacted Frontier on July 11, and was offered a promotional rate of $per month with an additional discount for the first six months for a rate of $per month for a 2-year termFrontier advises that this is for the telephone, Internet, and television plan which also includes the equipmentFrontier records show that Ms*** agreed to these termsThese rates are before applicable taxes and surcharges.Frontier advises that all statements have been reviewed and are being billed correctly for the services that Ms*** has subscribed to and promotion that she is onFrontier spoke with Ms*** on January 23, to review this information with herWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** has experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that Frontier made two credit inquires that were not authorized by herMs*** states that
one was from June and the other was from January Frontier has investigated the above statements and offers the following response: Frontier records show that the inquiry made in January was completed via Frontier’s online shopping cartFrontier advises that the transaction reflects that the credit check was consented uponFrontier advises that this inquiry will not be removed.Frontier advises that there are no orders showing for the inquiry from June Frontier advises that the inquiry from June will be changed to a soft inquiry which is not credit effectingFrontier spoke with Ms*** on January 26, to review this information with herWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** has experienced as a result of the above matter

Thank you for referring the complaint of *** E*** to our office for review. We appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she ordered a bundle package from Frontier for internet, home phone, and Dish TV
servicesAfter the installation took place, she found out that the TV package did not have all of the channels that she wanted, and the internet was very slow. Ms*** advises that was billed for a full month of service and should only have to pay for the days that the service was active, prior to disconnection of serviceFrontier has investigated the above statements and offers the following response: Frontier advises that Ms*** was pre-billed for days of service, in accordance with the minimum 30-day billing policyFrontier also advises that as a courtesy, a $credit had been issued to the customer’s account, and another credit was issued to reverse the $handling charge. The credits bring the remaining account balance down to $34.56. Frontier spoke with Ms*** on March 23, and advised her of the above statements. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** has experienced as a result of the above matter

Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises frontier is still charging her for video and phone services she disconnected on November 26, 2016. Frontier has investigated the above statements and offers the following response: Frontier advises that the video and phone services were disconnected as of November 26, and that customer was credited in full for any charges for video and phone service after November 26, 2016.Frontier spoke to Ms*** on January 27, and advised that the January statement generated and that due to some adjustments that were issued as a courtesy to the customer she would have no payment due on the account until her February 27, statements generatesFrontier advises that Ms*** was satisfied with the resolution We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** 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 *** and find that this resolution is satisfactory to me We appreciate the phone call from the Technical Supervisor, and for the help of the Engineering Manager and Crew The wires have been raised and are now much safer and repaired correctly We appreciate their timely support to remedy the problem!
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** advises that his TV service is poor, with pixilation and audio degradation and internet service is
intermittentHe advised that a tech has not been out to fix the issueMr*** advises that he purchased dozens of FIOS movies and they disappeared after the transition Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician who cleared the TV and internet issuesFrontier provided Mr*** with a credit as the service has not been working properlyFrontier advised Mr*** that his library of purchased movies is still importing to the Frontier networkHe stated he currently has eighty to ninety percent of his movies back We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter