Frontier Communications Corp.

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, provided that the resolutions from Frontier are done/completed within the next days and this error is not reflected in my credit report
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: Customer has had billing issues and wanted the billing corrected Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and the billing for the customer is correct due to the long distance charges that the customer has concurred due to the customer not having long distance on her accountThe customer has decided at this time to not change the account and to move to another companySpoke to the customer on 9/19/ 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 recieved the Rebuttal complaintFrontier advises the in addition to previously mailing copies of the statements requested we also emailed copies of the bill statements dated 4/19/- 12/19/to email address - ***.***.com for the customer's review on 2/16/2017.Frontier advises the balance on the account is $which is sustainedFrontier prviously explained to Ms*** the account was cancelled on 11/11/and an ETF of $billed to the accountAt the time of disconnect the previous balance was $and we received a payment on 10/21/for which reduced the balance to $The prorated credit applied to the account from 11/- 11/The balance at this time is $We trust this information will assist you in closing this complaint

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's response does not address the numerous losses of serviceRather, it just addresses the early termination fee that was imposed as we had to cancel serviceThere are no credits applied for all of the downed internet time.
Regards,
*** ***

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

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,
*** ***
$bill credit seems lowball for the time spent trying to get customer service on the phone multiple timesIncluding being told I would receive a call back in regards to my issue that were never receivedMost importantly the lack of communication from the business to myselfI feel like for a company of this size, the compensation I'm asking for is minimal

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that the refund of $has been sent for processingFrontier advises that the refund is estimated to arrive by mail in the next 14-business daysFrontier spoke
with *** *** *** in regards to the above.*** *** *** requested that the refund be sent as a check instead of a debit card, *** *** *** requested a gift card be sent for the delay in RefundFrontier’s refund policy is to issue a refund for processing days from the date of service disconnection or termination. This time period is required to ensure all outstanding charges or credits are posted to the closed account. Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.Frontier advises that no additional compensation will be providedFrontier advises that regarding the request for change from debit card to check, this would have to be requested from Citibank at ###-###-#### if the card has not been received, or with Citibank customer service at ###-###-#### if the card has been receivedFrontier spoke with *** *** *** in regards to the above We regret any inconvenience that *** *** *** may have 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*** was out of service for almost a week Ms*** spent many hours trying to reach the repair
department Frontier has investigated the above statements and offers the following response: Frontier‘s records show that Ms***’s services were fixed on December 12, Frontier spoke to Ms*** on December 21, and she confirmed all services are workingFrontier advised Ms*** that there was an adjustment for issued for time out of service and a adjustment for the missed commitment 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 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

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*** states that he was quoted that after months of on time payments that his deposit would be
returned. Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on November 2, and advised that the policy is after months of on time payments that a deposit is returnedFrontier did submit training for the representative that wrote the order for Mr*** to ensure the representative knows policy.Mr*** has direct contact information should he require additional assistance. 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 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

The Complaint states that: Mr*** states that he had requested a technician to be sent to his home to fix his Frontier service issues multiple timesMr*** also states he had two missed commitments by Frontier techniciansMr*** also states he has not been given any out of
service credits to offset the charges billed during time his services weren’t functioning correctly Frontier has investigated the above statements and offers the following response: Frontier states that a representative attempted to reach Mr*** on October and 28, with no response as of October 28, 2016.Frontier states that correspondence was mailed with contact information for a Frontier representativeFrontier also states that customer has been given $in credit adjustments as of October 28,

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 called to report issues with their internet service they were given a date to have a service tech out however he later found out that it would be three days before tech will be sentMr *** states they work from home and cannot be without internet service for that many daysFrontier has investigated the above statements and offers the following response: Frontier reviewed the account and we show that a trouble ticket was created on July 5,and completed on July 7,2017Frontier called and was not able to speak or leave a message on the can be reach number that we were givenWe 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 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

Frontier Communications
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention
The Complaint states that:
• Frontier has billed him incorrectly since the transition from Verizon
• ***
*** main house phone line has been cut and has been out of phone service for days now
• *** *** states that when he called Frontier stated that they terminated his phone line because of non-paymentHe clarified with the customer service representative the issues and they agreed to have the line reassigned and this did not happen
Frontier has investigated the above statements and offers the following response:
• Frontier has found that *** *** account has been credited for $for the billing error
• Frontier has investigated and found the phone was terminated on 8/15/
• Frontier has reassigned the phone number back to *** *** on 11/8/and verified the phone service is now working as of 11/10/
• Frontier has issued an out of service credit of $
• Frontier has reissued a promotional credit of $missing from *** ***’s account
• 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 again
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
Telephone Number: ###-###-#### Ex Fax Number: ###-###-####

Frontier came out yesterday. Issue has been resolved. Thank you

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate you bringing this matter to our attentionIn the complaint Mr*** advises he has been billed $per month since 2/for Call Forwarding which he is disputingFrontier records indicate the
Call Forwarding which is $per month was added to Mr*** account prior to the conversion from Verizon to Frontier at his request via order # ***This charge has detailed each month on his billing statementFrontier received a request to remove Call Forwarding on 2/8/Credit will be prorated from the date of the removal of this serviceAs a courtesy, Frontier has applied credit for months of this service including taxes and surchargesFrontier has attempted to reach Mr*** to advise of the above but was unsuccessfulFrontier provided direct contact information via voice mail should he have any additional questions or concernsWe 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 her bringing this matter to our attention.The Complaint states that:• Ms*** advises that her parent’s, Stan Roberts, service was ported to Verizon on 4/5/16. • Ms*** states that she was
advised by Frontier representatives on multiple occasions that the incorrect billing, which was initially described as a $early termination fee, would be taken care of but it has not been credited and the bill keeps growing. Frontier has investigated the above statements and offers the following response:• Frontier records confirm that the phone number was ported out on 4/5/16. • Account review shows that the billing issue was due to the port out order not posting as completed in the billing databaseThe order error has been corrected and the order posted on 9/19/Credits from 4/5/will appear on MrRoberts’ September 25th statement o The account does not have an early termination fee.• A Frontier representative has spoken with Ms*** and advised her of the current status of the account.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs*** and Mr*** have experienced as a result of the above matter.Sincerely,Executive Customer RelationsFrontier Communications

Frontier 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*** advises he was quoted $+ taxesThis is for the Phone, TV and InternetMr*** states that his bill is still not correctThis is the reason for the Rebuttal Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Mr*** about the new bill and it has been correctedMr*** is appreciative and is satisfied with this resolution 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: Sharie P*** Department: Consumer Relations Telephone Number: ###-###-#### Ext2611 Fax Number: ###-###-####