Frontier Communications Corp.

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 I would like to add, that I would not have gotten the service I paid for had I not contacted Revdex.comRevdex.com achieved in one day, what I couldn't achieve with over phone calls and more that daysI cannot thank you enough Regards, [redacted]

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: The complaint states their voicemail was hacked back at the end of October of and the first part of November The hackers ran up nearly $in International long distance calls Ms [redacted] worked with the fraud department through March about the bill They repeatedly told her not to worry about it that it would be taken care of Then in March the bill changed Part of the disputed charges were credited, but Frontier refused to take care of the total bill They have filed several disputes about this Most of the supervisors she had spoken to on the phone had agreed the charges should be fully credited They all said that as long as it was in dispute that none of the services would be interrupted as long as they continued to pay their usual part of the bill However their service was cut off after she had paid the bill Ms [redacted] had to find other means of communication and she doesn’t feel that they should be responsible for any of the rest of the bill Their attorney agrees with that Frontier has investigated the above statements and offers the following response: Frontier found the order where Ms [redacted] ’ service was temporarily disconnected on September 19, 2016, it was done in error and a reconnect order was processed the same exact day, September 19, Frontier found that when the fraud happened in October the account was charged on the November 25, statement $ A credit in the amount of $was issued on the April 25, statement More credit was issued in the amount of $on the August 25, statement and another $on the October 25, statement This leaves a difference of $in the amount of the original charges and total credit that was applied Frontier issued the credit to the account in the amount of $plus taxes it comes to $ Frontier also issued a credit in the amount of $and $for early termination fees which the customer should not have been charged Frontier also issued a credit of $for all the late fees that have appeared over the time period that the fraudulent charges were disputed Ms [redacted] ’ last statement dated December 25, had a balance due of $446.93, currently the balance after all the new credits have been issued is $130.86, which consist of $for service from 09/25/16-10/06/and the remaining balance of $for a balance that was carrying forward on the account.Frontier spoke with Ms [redacted] on January 17, and reviewed all charges and the account Frontier stands by its decision 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 Internet service speeds are based on many factors, including network congestion, customer location, customer equipment, and network interference Customer speeds may vary over time· Frontier sent a technician to the premise to repair break in the copper facilities at the premise· Frontier has issued a $courtesy credit · Frontier has contacted Ms [redacted] , confirmed working service, and provided direct contact information should she require further assistanceWe 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

Good Afternoon: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 the monthly charges are higher than he was quoted the time he placed the installation order Mr [redacted] advised he contacted Frontier multiple times to get the issues resolved with no satisfaction Mr [redacted] advises that a Frontier representative told him he was turned over to an outside collection agency as a result of non-payment of the bill and wants this removed from his credit report Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that Mr [redacted] disconnected his service with Frontier on June 21, Frontier applied a total credit of $to the account on July 14, This credit includes charges incurred due to non-quoted installation fees, Frontier secure package which was not authorized and a courtesy credit for the issues encountered Frontier spoke to Mr [redacted] on July 14, to discuss his concerns Frontier advised Mr [redacted] that we did not turn this debt over to an outside collection agency He is satisfied with the adjustments placed on the account Mr [redacted] requested to have stand-alone Internet re-installed and the order was placed, and will be installed on July 20, Mr [redacted] has our direct contact information and is currently satisfied with our resolutionWe 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 [redacted] bringing this matter to our attention The Complaint states that: Customer states that he was quoted new customer pricing for his HIS upgrade, but it did not reflect on the billing Frontier has investigated the above statements and offers the following response: Frontier advised customer that new customer pricing, can only be taken advantage by customer who do not currently have Frontier or Verizon services.Customer was given the option to take advantage of the misquoted price for months or return to the grandfathered package he migrated to Frontier from VerizonCustomer requested to return to his original Verizon grandfather pricing 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

Frontier has investigated and found that the stand alone Internet install service order was scheduled for 4-16-16, but not installed until 4-29-with tech visitWe have issued a $courtesy credit due to the delay of the installUnfortunately, our attempts to reach the customer have been unsuccessful

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 contacted them regarding the request to expedite my refund and there is NO NOTE on the accountand I was told yet a different day that I would receive my refund by from yet another one of their representativesAll this company has done is give conflicting informationI specifically asked about the refund prior to cancelling because if I was going to have to wait for a refund I was going to wait until I used up the money before cancellingbecause they lied to me that day, I have not revcieved my refundNow I am being told that its all automated and there is NO WAY ANYONE CAN EXPEDITE a refund So I will reject this because they are LYINGNo one noted my account with anything Regards, [redacted] ***

Revdex.com, and the Frontier representatives, I find it very interesting how Frontier representatives can present something to defend their "lack of customer support ", their inability to address customer's issues in timely matter while charging them for their lousy services full amountIt was not for the first time and was not the the last time - they should think how to really help customer and not to come up with ridiculous metrics like measuring connection speed b/w customers and their servers while it's 1/speed indicated in the contract against any other servers in the USIt was interesting to read their statement on how I downgraded my internet speed connection when I indeed increased it from mb/s to mb/s (which is in reality was a downgrade from mb/s to 3-mb/s - may be it was a downgrade indeed)Still, I do not quite understand their recent time of usage report for the last months, how they can come up with numbers while my family was unable to use internet for many days in a rowBut the best part was "their courtesy statement" - how great they are to extend their mercy to the unworthy stupid customer who was with them for years, loyal even after they mistreated me in the past; who patiently waited for them to fix problems for months; who gave them heads up about leaving them weeks in advance, etcI hope the company's rep reads my response and learns something to help make their business successfulMy God teaches me "Proverbs 19:The discretion of a man makes him slow to anger, And his glory is to overlook a transgression." This what I am going to do - may God be my witness - I'm closing this case, not because I am satisfied, but hoping that the company learns the real meaning of the words such as "courtesy ", "grace", "good will", etcIf not - may God be their judgeStill my best/sincere wishes to the Frontier business and the real satisfaction to their remaining internet customers.Regards, [redacted]

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: Customer received bill(s) from a closed account Frontier has investigated the above statements and offers the following response: Frontier no longer has any other account open for the customerAny balance(s) have been removed from the previous account that the customer had openFrontier had the balance corrected, so the customer will not receive any more bills address to him in regards to the accountCustomer Satisfied 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: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 her bringing this matter to our attention The Complaint states that: Ms [redacted] was advised that she would pay the same for standalone Internet as she did with the phone line $ Billing went up to $ Frontier has investigated the above statements and offers the following response: Frontier shows that that Ms [redacted] changed to standalone Internet on December 16, Frontier has issued credit for January through March bill date as well as the late fee Total credit $58.Ms [redacted] closed her account with Frontier on March 29, 2017.A Frontier Representative called and left Ms [redacted] a message with contact informationWe 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

When the customer purchases back up//it is to back up all photos or important documents on the computer The customer would have received an email and had to follow instruction step by step to have the process work Customer paid for this service and if they did not check on how it worked or if it was working-and kept paying--Frontier would have no knowledge of this-unless the customer called technical support to check on the security they purchased After all this time we would have no way of tracking this

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him for bringing this matter to our attention The Complaint states that: Mr [redacted] spent two and a half hours on the phone with Frontier technical support and an Amazon representative to solve the problem connecting his Kindle Frontier has investigated the above statements and offers the following response: Frontier’s technical support team assisted Mr [redacted] with correct process to connect his Kindle to the WIFI networkFrontier has issued a $inconvenience credit to Mr [redacted] ’s account 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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowTheir response is 50% the truthMark from Frontier called me the past two weeks in a row about six or eight timesEvery time he found some adjustments that needed to be madeThey were basically nickel-and-diming me trying to get me to agree at any amount they couldThe number changed timesThe last number was $I told him I will pay $from 11/to 12/even though my wi fi was turned off on 12/and I would pay half a month until they turn my cable off in the beginning of January.None of this being my faultI did not abruptly hang up the phoneI told Mark I would be willing to pay $if he could send it to me in a bill I will pay it in fullI told him I can't pay it over the phone because the last time they told me I owe $and my bill would be zero that was on November 16th and here we are in February of I am still not satisfied and I do not expect this case to be closed thank you Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] .Overall, I received the answer I needed from Frontier and it was satisfactory It is very sad and frustrating that I had to file a complaint with the Revdex.com in order to get the customer service I was needing I have received horrible customer service with Frontier which is why I cancelled Regards, [redacted] ***

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: Mr [redacted] advises he received a statement saying he is three months past due, but he has been making payments each month.Mr [redacted] advises when he calls Frontier they fix the issue, but then it happens again the following month resulting in being charged a late payment fee Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] ’s payments are being applied to his old account, which is causing his active account to not be paidFrontier has transferred his payments from his old account to his active one each monthFrontier advises Frontier’s remittance team has concluded that Mr [redacted] ’s payments are sent electronically from his bank with the account number that the payment is to be applied toFrontier has credited all late payment fees to Mr [redacted] ’s account, as well as provided a $courtesy creditFrontier advises Mr [redacted] that updating his banking to reflect the proper account number will correct this ongoing error 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

The Complaint states that: Ms [redacted] is requesting a refund check for balance on her closed account Frontier has investigated the above statements and offers the following response: Frontier investigated Ms***’s account and determined a refund check has been processed on the account and will take 7-business days to receiveFrontier spoke with Ms [redacted] to advise of the above

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Mr [redacted] states was not given correct out of service credit, only offered $ Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] was credited $ plus tax on January 9, for out of service from December 31, to restoral date on January 2, 2018.Frontier was unsuccessful in reaching Mr [redacted] thru phone or emailWe 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] set up a payment arrangement online and still got disconnected Frontier has investigated the above statements and offers the following response: Frontier has reviewed the account and see that a payment was made on August 11, A reconnect order was also placed on August 11, Frontier made several attempts to contact the customer to apologize and to speak to them about the issue, however Frontier was only able to leave a message 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 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: The Fios 100/internet service was billed prorated charges from August 18th thru October 1st $and month in advance from October 02nd thru November 01st $on the October 02, billing statementCredits totaling $were issuedCredit in the amount of $was issued and posted to the November 02, billing statementCredit in the amount of $was issued and posted to the December 02, billing statement.The Fios 100/internet service monthly recurring charge was billed at $on the November and December billing statementsOn December 14th and 19th I left messages for Mr [redacted] and provided my contact number should he require further assistance regarding this issue 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 matter Sincerely, Stacey MFrontier Executive Relations