Frontier Communications Corp.

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for
reviewWe appreciate *** *** bringing this matter to our attention.The Complaint s*s that:Ms
*** s*s that she has never ordered service at the address or lived at
the address on the accountMs
*** would like the bill waived and her credit report corrected.Frontier has investigated the above
s*ments and offers the following response:Frontier review the account and we show that the account has been written off since August 27, 2013.Frontier advised an outside Collection agency now owns the debt and it would need to be disputed with them.Frontier called and spoke with Ms*** and advised her of this information and also sent a fraud packet out to the customerWe 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 Specialist: Sara
W*** Department:
Customer Relations

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 was promised a monthly credit of $to bring his monthly cost of internet down to
per month and that the credit was never appliedMr*** states that he was without internet service for three weeks and was advised that he would receive a $credit that was never applied Frontier has investigated the above statements and offers the following response: Frontier records show that Mr*** was offered a $credit per month until his services were terminated on December 7, There was a $adjustment that was applied to the October statementFrontier issued an adjustment in the amount of $for the missing $credit on his remaining statementsFrontier records show that a repair was completed on September 30, and a credit of $was processed but due to a system error, was not applied to the accountFrontier issued and adjustment of $for one full month of the out of service credit on February 6, that was never appliedFrontier spoke with Mr*** on February 6, to review this information with him 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 him bringing this matter to our attention. The complaint states that: Mr*** advises that his telephone service is out againMr*** advises that Frontier is only temporarily fixing
his service and not solving the problem with his telephone service.Mr*** advises that the Frontier technician told him that mice had chewed the telephone line and that every times it rains his telephone line goes outMr*** advises that Frontier Internet stops at the house before his and that his only choice is satellite Internet.Frontier has investigated the above statements and offers the following response: Frontier investigated Mr***’s complaint and do not have a trouble report for his telephone service since September Frontier has checked into availability of Internet for Mr*** and at this time we can only provide him satellite Internet.Frontier has attempted to call Mr*** numerous times and left him messages but have been unable to make contact with Mr***.Frontier has mailed Mr*** a letter with a direct point of contact should he have further questions or concerns. 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: Mr*** *** advises he called the office on September 27, to cancel his service effective
September 30, He states his service is not off and Frontier told him they could only go back to 10/28/Mr*** request his bill to be adjusted and his credit not hurt. Frontier has investigated the above statements and offers the following response: Frontier advises there was a misunderstanding with the Port ProcessFrontier spoke to Mr*** *** and he explained he didn’t want to Port the telephone number to the new companyFrontier has back dated his disconnect for September The final bill will correct the chargesMr*** has been advised of Early Termination fee plus the prorated balanceThe adjusted amount will not post until the end of November 2016, as long as it is paid there will be no hurt to his credit We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

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
Please confirm for how long loyalty credit has been applied / when it will expire
Regards,
*** ***

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

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 has investigated the above statements and offers the following response: A Frontier technician was dispatch to Ms***’s location on March 12, and repaired the wireWe regret any inconvenience that Ms*** may have experienced as a result of the above matter

On 4-9-Frontier spoke with Mr*** and apologized for the issues he has experienced.Frontier advised Mr*** we would remove his contract which will also remove his promotional discounts

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Mr***’s account and it was written off on January 13, to be managed by Credit Collection Services - contact information is ###-###-####. Frontier has offered to reduce the
billing amount from $to $19.98. The $represents two broadband fees each $that is charged to customers upon new service, service change, reconnections and disconnections. These $charges were posted on the October 25, and November 25, billing statements. Frontier has notified Credit Collection Services of the billing reduction.Once the account has been paid in full and closed out, Credit Collection Services will mail a confirmation letter to the mailing address on file. Mr*** should expect to receive this letter within business daysThe representative handling this complaint will be monitoring Mr***’s account and follwith him in approximately two weeksThe representative has provided her contact information should Mr*** need further assistance. We regret any inconvenience that *** ***-*** may have experienced as a result of the above matter

Thank you for referring the complaint of *** I *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** states that he is not being billed correctly for his Frontier serviceFrontier has investigated the above
statements and offers the following response: Frontier advises that Mr***’s Internet service rate for the Fios Internet 100/should be $per monthFrontier advises that Mr*** has been incorrectly billed $since September ,2017.Frontier advises that due to a promotional error, Mr*** was not billed correctlyFrontier has corrected the promotional discount on Mr***’s Frontier account and back dated the promotion to September 1, 2017.Frontier advises that on Mr***’s November 19, billing cycle, he will receive a credit for the time the promotion was missing on his Frontier accountFrontier advises that a follow up will be performed on Mr***‘s Frontier account once the November 19, billing cycle generates, to confirm that the adjustments for the missing promotion have been applied correctlyFrontier advises that currently Mr***’s balance is $until the next billing cycle is correctedFrontier spoke with Mr*** on October 30, and advised the information aboveWe 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

Customer Name: *** and *** *** Phone: ###-###-#### Thank you for referring the
complaint of Mrand Mrs*** to our office for reviewWe appreciate them bringing this matter to our attention The Complaint states that: A double payment was taken from Mrand Mrs***’s account in July and they still have not had any refund Frontier has investigated the above statements and offers the following response: A refund check was expedited on September 26, with a delivery expectation of three to five business days. Frontier has tried to contact Mr*** to confirm that refund was received but we were unable to make contact We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** and *** *** 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 placed an order for new services with Frontier and had an appointment scheduled for
February 2, between 1:pm to 5:pmMr*** states he was advised that there was a delay in his order due to an active account from a prior resident at his locationMr*** was advised that he had to provide additional documentation in order to get his services connectedMr*** is requesting that the credit check that was made without his approval be removed Frontier has investigated the above statements and offers the following response: Frontier investigated the account and confirms that there is active service at Mr***’s location that did not show when the original order was placedFrontier apologizes for the delay; however, new service cannot be established at the location until the prior account is cancelledFrontier provided Mr*** with the information and /or documentation we would need to assist him further in resolving the issue.Frontier records show that Mr*** was advised that there would be a credit check when he placed his order for new service and he did give verbal authorization to run the credit checkFrontier advises that this inquiry will not be removed.Frontier spoke with Mr*** on February 12, to review this information with himFrontier advises that the order for new service has been canceled per Mr***’s request 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 review. We appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that Frontier deducted an auto payment from her checking account in error, after her
Frontier account had been closed. Ms*** advises that she was informed by Frontier that it could take up to days for her to receive the refundFrontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s account was automatically debited in error. Frontier also advises that the turnaround time for delivery of the refund check to the customer has been expedited, and that she should receive the refund in to business days Frontier will follow up with Ms*** to ensure that she received her refund within the timeframe that she had been advised of, and she was given direct contact information for Frontier.Frontier spoke with Ms*** on January 4, 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 Annie *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she ordered a Frontier TV and internet package that included megabits per second speed and *** integration, and that after the services were installed, she found out that *** was not included with her package. She also advises that her internet speed has not been running close to the megabits per second speed Ms*** advises that she was told by Frontier that she would have to upgrade her package in order to get a free *** subscription and faster internet speed Frontier has investigated the above statements and offers the following response: Frontier advises that the TV equipment that comes with the package that Ms*** ordered allows for *** access but does not include a free *** subscription. Frontier also advises that Ms*** can get a free *** subscription by upgrading to the enhanced cable boxes, known as Quantum TV, for an additional $per month.Frontier advises that internet speed that Ms*** subscribes to allows for speeds as fast as megabits per second, but actual speeds can vary over time. Frontier also advises that the actual speed of the internet service can depend on a number of factors, such as the number of devices connected to the internet at one time, customer equipment, WiFi network interference, and network congestionFrontier spoke with Ms*** on September 6, 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advised that he closed account under his wife’s nameMr*** explained that he never requested
another account to be open in his name and his wife’s name Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on June 1, 2017. Frontier has issued credit on the account ###-###-####Frontier explained that Mr*** would have to call Credit Protection Associate at ###-###-#### in regards to any disputes on account ###-###-####This account has been written off and transferred to Credit Protection AssociateFrontier sent a fraud packet to Mr***. 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 Communications Thank you for referring the complaint of *** *** to our office for reviewWe appreciate
her bringing this matter to our attention.The Complaint states that: Ms*** connected Frontier Internet servicesOnce installed, Ms*** was unable to connect to a VPN for work. Ms*** contacted Frontier on several occasions in an attempt to get the connection to the VPN to workMs*** canceled the internet services, then received a bill for $for the weeks of service. The monthly charge was to be $29.99. Ms*** contacted a supervisor at Frontier, requesting the balance be waivedThe supervisor waived all but $Ms*** made a payment of that amount on 4/15/Ms*** feels the balance should have been as she was not able to use the services. She requests a refund of the amount paid. Frontier has investigated the above statements and offers the following response: Frontier account records show the account was setup on February 25, 2016, then canceled effective March 9, 2016. Frontier records show multiple attempts to use the VPN were unsuccessful, though internet services in general appeared to be workingFrontier records show Ms*** made a one-time payment to the account in the amount of $22.69, though that payment does not yet show as posted to the account.In this instance, Frontier has issued a credit to the account of $Once the payment is posted, a refund process will begin with the next bill cycle on May 5, 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 matterFrontier Specialist: Brian M*** Department: Customer Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention.The Complaint states that:She has been charged for long distance calls on her Frontier bill dated January Also, Ms*** was billed for
late charges due to her subtracting the long distance chargesThe charge will appear on the bill as unpaid charges, until they are fully removedTherefore, late charges are assessedFrontier has investigated the above statements and offers the following response:The long distance charges in the amount of $were removed. We also credited the late charges in the amount of $25.00. A total of $was credited on Ms***’s billI have left several messages for Ms*** to contact me and go over this information. I didn’t receive any contact from her. I am closing out this complaint and sending a letter to Ms*** which will include my contact information. 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 CommunicationsThank
you for referring the complaint of *** ***
to our office for reviewWe appreciate Mr*** bringing this matter to our
attention.The
Complaint states that:Mr*** indicates that his monthly rate doubled without any warning or notificationFrontier
has
investigated the above statements and offers the following response:Frontier finds that the price increase is due to expiring promotionsThe promotions on this account began on February 28th and expired on February 28th Frontier states in the Important Customer Information section of the bill (page 4) as follows: Your current Frontier service includes promotional pricing discounts or creditsAt the end of the promotional period, the discounts or credits will be removedIf you have questions, please call Customer ServiceFrontier may offer promotions on pricing and services to eligible customers at various times. Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotions. If eligible, customers must agree to applicable terms and conditions for a promotion to apply. Generally, promotions are not automatically applied to customer bills.Frontier finds that this account is disconnected as of March 17th 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: Allison S*** Department: Executive Consumer

Frontier has investigated the above statements and offers the following response: We contacted Mr*** on January 24, and isolated the issue to bephysical at the customer’s premise. We offered to dispatch a technician; however, Mr*** stated there is no further need for any
trouble shooting for repair. Our expectations is that all customers have a positive experience when requesting assistance with service or billing concerns. In the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** has experienced because of the above matter