Frontier Communications Corp.

Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises internet is slowFrontier has investigated the above statements and offers the following
response: Frontier spoke to Ms*** on November 14, and Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over timeFrontier reviewed repair ticket and no issues were foundIf Ms*** continues to experience service issues, she may contact the Internet Help Desk at ###-###-#### or Frontier Repair at ###-###-#### for assistance. 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 matterTell us why here

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states the cost of services he was advised of by Frontier was not the amount he received on the combined
bill with Dish and Frontier services Frontier has investigated the above statements and offers the following response: Frontier advised that frontier has spoken with *** *** on December 12, Frontier advises that *** *** was unable to secure the account, and Frontier is unable to assist *** *** without securing the account.Frontier advised *** *** if he finds a bill or receives another billing statement from Frontier it will have the information he needs to secure the account, in which Frontier can assist *** Faux 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 has investigated the above statements and offers the following response: Frontier advises the corrected price ($44.99) with the applied promotion will appear on the next statement dated November 1, 2016.Frontier again advises all manual credits ($26.65) for the billing have already been applied to the accountNo additional credit are due 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

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

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 reviewWe appreciate him bringing this matter to our attention
The Complaint states that:
• Mr*** is stating that he placed an order for new service and no one arrived or called for the installation
• Mr***
says that he was advised that his order was on hold however he had paid a back balance and deposit that totaled $He says a supervisor stated that he may have to wait more days for the installation
• Mr*** is requesting service installation and compensation
Frontier has investigated the above statements and offers the following response:
• Frontier records show that Mr***’s request for new service had a scheduled due date of 11/8/however due to agent error it was not released to dispatch and the appointment was missed without contact
• Review of the service order history confirms Mr*** paid the deposit and back balance on the same day he placed the orderAfter the order passed the original due date it had to be rescheduled for the next available date which was 11/14/
• Mr***’s service was successfully installed on 11/14/and a $one-time courtesy credit was applied to his first billing statement
We trust that this information will assist you in closing this complaintWe 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** states that she has a billing dispute with FrontierFrontier has investigated the above statements
and offers the following response: Frontier has spoken with Ms***, January 16, Frontier advises that Ms***’s account has been reviewed and the billing is correctWe 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 *** *** to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms*** disconnected her Frontier services on June 5, 2017, that included her
phone numberMs*** would like to be able to keep her phone number she has had for yearsFrontier has investigated the above statements and offers the following response: Frontier advises in order for Ms*** to be able to keep her phone line her new provider would need to submit a request to transfer while the line is active.Frontier reconnected Ms***’s phone line as of June 16, 2017.Frontier spoke with Ms*** on June 21, to confirm line is active and she would need to contact her new provider to have them submit transfer requestFrontier advises Ms***’s new provider has submitted the transfer request as of June 22, Ms*** is aware it would take up to days and once that is complete it will disconnect her line with FrontierWe 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
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

The Complaint states that: Mr*** states his phone and Internet have been out for almost three weeks Frontier has investigated the above statements and offers the following response: Frontier dispatched a technician to the site on May 21, and repaired phone and
Internet. Frontier spoke with Mr*** to confirm service was restoredMrSilvey was provided an out of service credit of $for the outage. MrSilvey is not satisfied with this resolution

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

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

Frontier has investigated the above statements and offers the following response: Frontier has contacted Mr*** unfortunately, he has decided to leave Frontier. The Port Out Disconnect order number is ***.The agent handling this complaint will folland monitor Mr***’s
account for equipment return and final billing to ensure proper account closure. The agent handling this complaint has provided her contact information We regret any inconvenience that *** *** may have 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 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,
*** ***

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 has reviewed the October 17, chat transcript and verified that the consultant advised Mr*** that the monthly rate would be $plus taxes and advised that the total bill would be approximately $- $88. The consultant did not include $in the quote for the Frontier
Secure Identity Secure Bundle that the customer had and misinformed that the Auto Pay Discount would still be valid. Additionally a review of the order found that a promotional credit was missing. Frontier advises that the November 1st bill reflects current charges of $121.26. The bill includes prorated charges for TV service and equipment dated October 27th through October 31st, as well as a month in advance for services dated November 1st through November 30th. Frontier advises that the December 1st bill reflects current charges of $for services dated December 1st through December 31st The service was disconnected on December 5th; therefore January 1st bill includes prorated credits totaling $for services dated December 6th through January 1st. Frontier has applied credits totaling $to honor the rate of $plus taxes for services dated October 27th through December 5th Frontier has processed refunds back to the customer’s credit card, $and $for a total refund of $The customer will receive the refunds in approximately to business days Frontier apologizes to the customer for the inconvenience

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

Frontier Communications 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*** states that she does not agree with the Frontier bill she has received Frontier has investigated the above statements and offers the following response: Frontier has attempted to contact Ms*** on several occasions, each time leaving her messages with our contact informationFrontier sent a call me letter today to Ms*** We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** may have experienced as a result of the above matter. Frontier Specialist: Tami L** Department: Customer Relations

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: ###-###-####