Frontier Communications Corp.

Frontier has investigated the complaint and offers the following response: Frontier has credited $of the ETF plus taxes.Frontier credited the late fees and the balance is $677.73.This will appear on her next statement August 25,

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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that Frontier charges elderly customers in Florida too much money for unlimited phone serviceMs [redacted] further states that frontier charged her for services after they terminated service Frontier has investigated the above statements and offers the following response: Frontier has investigated Ms [redacted] ’s claim and advises that Frontier is billing the same monthly amount that Verizon was chargingIn addition, Frontier advises that all current contracts, including all terms and conditions for any services previously provided by Verizon’s local exchange operations were assigned to Frontier CommunicationsFrontier will maintain all terms and conditions of the relevant portions of the agreements through its expirationFrontier does offer our customers other telephone plans besides unlimited long distance that may be more cost effective In addition we offer the Lifeline program to benefit telephone customers who have low-income or are receiving public assistance through Social Service administered programsFrontier confirms that Ms [redacted] has ported out service to another provider as of October 11, The service order and bill crossed and a new bill generated for $for services dated October 16, through November 15, Ms [redacted] is not responsible for these chargesMs [redacted] did have auto pay set up for this payment so the payment did attempt to draft from her bank account on November 7, 2016, however the payment failed due to the customer’s bank advising us the payment was unauthorized.Frontier owes Ms [redacted] a refund for billed unused services from October 12, through October 15, Frontier’s refund policy is to issue to final statements to ensure all outstanding charges or credits are posted to a closed accountFrontier’s policy also allows the account to cycle through its systems, thereby providing an accurate reading of the accountFrontier’s policy is to issue any refund checks days from the date of the service termination.Frontier spoke with Ms [redacted] ’s daughter, [redacted] on November 16, and reviewed this information with her 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 case of [redacted] to our office for review We appreciate you bringing this matter to our attention.On June 30, we issued a credit for $($ monthly recurring charge for internet) for two weeks of OOS for internet The credit will be reflected on the customer’s July 22, billing statementWe called and spoke with Mr [redacted] and gave him our direct contact information Frontier records show that that his most recent trouble ticket was completed and indicates that his circuit has been up and active since June 19, Technical Support Specialist called and left a message with the customer with their direct contact information so the customer can call him if he has further issues.We apologize for any inconvenience Mr [redacted] may have experienced We trust this information will assist you in closing this caseFrontier Communications

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]

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] ***

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

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] ***

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

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

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

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]

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

Thank 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] indicates that Frontier improperly charged him for phone and internet serviceFrontier has investigated the above statements and offers the following response: Frontier records confirm Mr [redacted] was changed to Frontier pricing which caused an increase to his monthly charges Mr [redacted] will be charged a monthly rate of $plus taxes and surcharges going forward for his phone and internet plan Mr [redacted] has been given appropriate credit for the services billed from 7/15/to 12/15/for the promotional pricing variance and late charges When the pricing codes were changed, the promotional codes were not added which has been corrected A Frontier Customer Service Representative spoke with Mr [redacted] on December 5, and confirmed he is satisfied with the resolution The Frontier Customer Service Representative will continue to assist Mr [redacted] with any future inquires.Our expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening againWe 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 has investigated the above statements and offers the following response: · Frontier shows that the Technician was not able to make the first scheduled appointment and the service install was rescheduled · The install was done on 05/15/ · Frontier bills one month in advance as do must utilities doAs an example, if Mr***’s installed service weeks before his bill cycle that first bill would be for weeks and month · Mr***’s should not have been charged the $shipping and handling since the Technician brought the modem and installed itIf Mr***’s gets this charge on his first statement, he can contact Customer Service at to have a credit issuedHis account will be noted as such · Frontier has issued a $missed commitment credit and sincerely apologizes to Mr [redacted] for the inconvenience on the delay to get service installed · Mr [redacted] will see this credit on his first statement 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