Frontier Communications Corp.

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*** advised Frontier that he has been having billing issues with his promotional pricing since the acquisition
in April Mr*** explained that his bundle price was supposed to be $per month, plus applicable taxes, fees and surcharges Frontier has investigated the above statements and offers the following response: Frontier apologizes for any inconvenience Mr*** has experienced due to the billing error.Frontier has identified the date the error occurred on Mr***’s account that subsequently removed a promotion Frontier confirmed was not supposed to expire until November 15, 2016.Frontier has issued a credit to Mr***’s account for the missing promotional price of $for each month up to the November statement plus the subsequent late fees associated with the error.Frontier has been unsuccessful in our attempt to reach Mr*** and after leaving several messages, we have sent an email with our direct contact information 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** states that Frontier provided wrong information and would like a refund applied to her account
Frontier has investigated the above statements and offers the following response: Frontier acknowledges that Ms*** was advised of inaccurate informationFrontier has eternally address any coaching and development opportunity up to termination related to this complaint.Frontier advises that promotional pricing is not indefinite and verified that Ms*** has receive new customer promotions since Therefore, effective February 18, all promotions would have expired and Ms*** billed at regular pricingAt this time those promotions are no longer availableFrontier will has applied an adjustment in the amount of $for poor customer serviceA Frontier consultant has been in direct contact with Ms*** in which she requests to disconnect serviceWhen discontinuing Frontier service policy states, it can take approximately days for the account to cycle out of the billing systemThis allows any charges/credits to be applied to the account such as long distance calls, Pay Per View, etcWe 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:
Mr*** stated his bill went from $to $in just one month and he has not been able to get it corrected Frontier has investigated the above statements and offers the following response: Frontier found that Mr*** billed for a lengthy prorated period due to a delay in an order profiling on his accountFrontier credited Mr***’s account for missing bundle discounts.Frontier moved payments made from an inactive portion of the account to the live account. 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

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
Frontier has offered below but has not adjusted my bill or included in a recent mail from. The letter offered the $ credit but no monthly adjustment was indicated
Regards,
*** ***

Thank you for referring the
complaint of ***
*** to our office for reviewWe appreciate him
bringing this matter to our attention
The Complaint states that:
Mr*** would like his bill to be back down
to previous bill amounts of $including taxesAlso to apply the
$
he was offered
Frontier has investigated the
above statements and offers the following response:
I have left a message for Mr
*** regarding the amount due on his bill after the credits have been
issued. He was expecting a onetime
$credit that I have issued. I will
also be issuing a manual $for the next year, ending in February This is the credit he was expecting, which
will bring his bill down to $which includes taxes
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

Thank you for referring the case of *** *** to our office
for review. We appreciate you bringing
this matter to our attentionIn the complaint, the customer expressed concern
about the refund that they have not received.Our investigation has determined that *** *** *** mailed
the prepaid Visa Card to *** *** *** *** ** *** on January 10, and all the funds on the card have already been
usedIf the customer has any further questions, they can call *** at
###-###-####.We apologize for any inconvenience this may have caused the
customerWe trust this information will assist you in closing this caseExecutive Customer RelationsFrontier Communications

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Mr*** states that he was quoted for telephone and internet service for a total of
Mr*** advises that was billed incorrect prorated charges on the bill from the date of removal of TV service Frontier has investigated the above statements and offers the following response: Frontier advised Mr*** with a voicemail message advising that he is being billed for internet service, and for phone service making the combined rate 74.99.Frontier advised Mr*** that a adjustment has been made to account the correct prorated chargesFrontier received a voicemail response from Mr*** on December 23, ,advising that he will be going with another service provider and no longer wants to be contacted by Frontier 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

Frontier Communications Thank you for referring the complaint rebuttal of *** *** to our office for review We appreciate her bringing this matter to our attention The Complaint states that: Ms*** received her bill and it was double her previous billMs*** is now being charged for something she was not charged for in the past Frontier has investigated the above statements and offers the following response: Ms***’s new bill reflects a change from DSL to FIOSHer previous rate was at $per month, with a new rate of $per month. Ms*** was also charged an early termination fee of $from her DSL account in error. That has been credited back to the account as of today, reducing the balance on the account to a credit of $0.31. 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 Frontier Specialist: Brian M*** Department: Customer 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
Attached is a copy of my credit card statement showing that the payment was made by phoneI also called the cc co, and was assured that the payment was made.
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: The Complaint states that: Ms*** states that she was unable to view on demand and DVR recordings following conversion from Verizon to Frontier.Ms*** states that her services were disrupted for two weeks during conversion to Frontier from Verizon.Ms*** states that her IP address was changed during a technical repair by Frontier and that her alarm company charged her money to reconnect her devices Frontier has investigated the above statements and offers the following response: A Frontier representative has spoken with Ms*** and confirmed that her video and on demand services are working properly.A Frontier representative has issued credits in the amount of $for time out of service and for time her services were disrupted.A Frontier representative has spoken with Ms*** and confirmed that she finds these actions to be satisfactory resolution to her complaintWe 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 *** *** bringing this matter to our attention Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The
Complaint states that: Ms*** *** was advised by Frontier that she would have a certain rate for services, the billing is incorrect and no disconnection feeFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account Frontier has made the appropriate adjustments to Ms***’s account.Frontier advises Ms***’s account is not under contract.Frontier advises that it has spoken to Ms*** on May 24, 2017, and went over cost of service currently and moving forward, advised of promotions eligible that she is eligible forFrontier advises that it will follow up on the account to ensure Ms*** is being billed correctlyWe 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 has investigated the above statements and offers the following response: Frontier advises that Mr*** was made aware at the time of installation that the service speeds were not available at the location.Frontier advises that the modem cost ($49.99) was waived and no additional credit will be issued for the modem (even if returned ).Frontier finds that the balance on the account of $is valid and due to FrontierFrontier respectfully declines Mr***’s request to waive the balance on the account We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** *** may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Mr***’s account and discovered that the order was posted as completed with installation instead of the order being cancelledWe have updated our files and credited the account in the
amount of $122.73. The account has a zero balanceWe regret any inconvenience that *** *** may have experienced as a result of the above matter

Customer Name: *** *** Phone: ###-###-####
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr*** states that he had been promised one month free service credit after install and credit was not given Frontier has investigated the above statements and offers the following response: Frontier pulled the call with Mr*** and a Frontier Representative did advise him to call in for a month’s service credit after he received his first billing. Frontier contacted Mr*** and advised that a credit of $would be placed on the account and show on the December 16, invoice. 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 review. We appreciate him bringing
this matter to our attention.In the complaint Mr*** expressed concern regarding a new account
created that he was unaware of. He
stated he would like to be reconnected with
his prior speed of 50/50. On July customer’s service was temporarily suspended due to
nonpaymentWe agreed to a payment arrangement of $and a credit of $
was applied as a courtesy and is reflected on Mr*** July 1, billing
statement.Our records indicate the customer was never billed for FiOS internet
50/mbps speed, not on ###-###-#### nor ###-###-####On July 10, we spoke with Mr*** an initiated an order, #
***, that is on hold pending Mr*** authorization. Once authorized he will be charged a one-time
$upgrade fee, along with the higher monthly rate of $plus taxes and
surchargesShould Mr*** wish to discuss this matter further, I can be reached
at ###-###-#### EXT ***Sincerely,Bridget G***Executive Customer RelationsFRONTIER
COMMUNICATIONS

Frontier CommunicationsThank you for referring the
complaint of ***
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Ms*** advises that she did not have call waiting on her lineFrontier has investigated the above
statements
and offers the following response:After a review of the account, we have confirmed the feature call waiting was removed in errorAs of 10/05/2017, we have added call waiting back to Ms***’s accountFrontier representative have spoken to Ms*** and she has confirmed that the service is working on her phone lineWe 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.Frontier Specialist: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

Per Frontier records, Ms*** currently bills $30/FDV + $78.99/Preferred HD TV + $5/FIOS 75/Data + $9.99/Router + $9.99/Frontier Security + $15/MDVR = $- $38.99/Discounts = $+ taxes monthly. First bill billed a month in advance + activation fee of $+ days used in
bill cycle. The Activation Fee was removed on 2/3/2017… total credit $89.61. I spoke with Ms*** and she advised that she wasn’t made aware of the activation fee nor made aware that she would be billed a month in advance. There was a slight error in the billing for the days usedThe discounts were not applied. I adjusted the days used charges on the initial bill due to discounts not applying. Total credit is $84.26($with tax) MsRamirez’s latest bill/2nd bill was $148.19. She billed $30/FDV + $78.99/Preferred HD TV + $5/FIOS 75/Data + $9.99/Router + $15/MDVR + $9.99/Sec Back Up = $- $38.99/Discounts = $+ taxes The following credits are pending: $for Late Payment Fee and $for Frontier Sec Bundle Fee Case closed

(Consumer was asked for proof of payment but failed to provide it)

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states she has had numerous phone service outages Frontier has investigated the above
statements and offers the following response: Frontier advises it has spoken to Ms*** on July 28, and she confirmed that service was restored on July 24, Frontier advises that it has made time out of service adjustments to the accountWe 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 CommunicationsThank you for referring the
complaint of Thomas
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: *** is stating he is does not have an account with Frontier and does not agree with the policy of the creditFrontier has investigated the above
statements and offers the following response:A review of the account confirmed that Mr***’s account was disconnected as of 11/01/2016.The current balance on the account is -$Our records reflect that we have issued credit in the amount $to the customer’s account.Frontier’s policy for credits is 1-bill cycles to reflect on the customer’s bill.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 Specialist: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### xt 3137 Fax
Number: ###-###-####