Frontier Communications Corp.

Frontier has investigated the above statements and offers the following response: • We successfully reached MS*** to confirm the telephone number associated with the account is ###-###-####. • On January 26, we advised service order *** was cancelled and there is no balance owed to Frontier Communications 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 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

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 I called back after they left me a message while I was at workI did speak with them and was told my balance would be zeroedThank you
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier advises that no additional credits are due.At this time, Mr*** has a balance of $due by September 8, 2016. 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

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,
*** ***
I have tried unsuccessfully to get through to Frontier to resolve this complaintI emailed "Let Melinda Know" which apparently is a customer service contact to let them know about the problem we are havingShe emailed back and said she would take the complaint to the topWhen Frontier bought out Verizon we had several weeks of problems accessing any of our channelsThey said they were going to give us a credit of $which I have not seen on my statement and continued to add it to the next billWe cancelled premium channels early when they first merged and they said we used the premium channels until JulyI finally got ahold of another rep when we continued to receive bills and they said there was a disconnect fee because we left them and went to Time WarnerWe never signed a contract with them and they want to charge us $for moving to Time Warner.We were with Verizon and had no choice to go to FrontierAs we continued to have problems, we decided to go to FrontierWe never signed a contractIt just rolled over from Verizon to FrontierI am attaching bills and the letter stating we re going to collections.We do not owe a disconnect feeThey also, as you will see charged us $as noted on the 9/25/bill and we have been TWC for monthsOn the 7/25/bill it shows the $early termination fee which we do not owe

We have investigated the issue and confirmed service was repaired on may 20thTime out of service credit of $was issued due to the difficulty On May 23rd the customer ported service away from Frontier

Frontier has investigated the above statements and offers the following response:
• Frontier has zeroed out Ms***’s account of $
• The records show the account was canceled on 11/25/which was the same day as her bill cycle, therefore the November 25th statement already generated for
the $
• The December bill then showed the prorated credits for disconnection leaving the balance at $
• As stated Frontier has zeroed the account and Ms*** should receive a January 25th statement showing the zero balance
• Frontier sincerely apologizes for this miscommunication and inconvenience that Ms*** experienced as we do pride ourselves on our Customer Service and her experience was not the norm
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

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*** states that has terminated his services with Frontier and has not received a refund for the credit that
is due to him Frontier has investigated the above statements and offers the following response: Frontier advises that a refund has been processed on February 14, and will take 7-business days for processing and delivery.Frontier has made several attempts to contact Mr*** regarding this issue but has been unsuccessful in speaking with him further.Frontier has mailed Mr*** a letter with direct contact information if he needs any 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

The balance on this account is now $The customer paid $on 8/11/and Frontier waived the Early Termination Fee of $The federally sanctioned sale of Verizon assets to Frontier did make us the legitimate provider effective 4/1/for customers who were transitionedThis customer
had Frontier services from 4/1/through 5/3/Frontier assumes that since the customer paid his outstanding balance that he concurs

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 billed through the end of her billing cycle although she canceled service before the ending dateMs*** would like to receive prorated creditFrontier has investigated the above statements and offers the following response: A request for disconnection of service was placed on January 26, 2018.Ms***’s bill cycle ended on February 12, 2018.Per Frontier’s Terms of Service, prorated credits are not issued upon disconnection of serviceWe 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** has been getting billed for services that has not been installedShe had scheduled for services to
be installed with Verizon before the transition, when her account was transferred to Frontier Communications it was not available for our Frontier employees to view or have access toFrontier has investigated the above statements and offers the following response: *** has been wrongfully billed because services were not installedI have issued the proper adjustments to the *** account of 115.99, which will put her account to a zero balanceI have emailed *** to inform her of our findingsWe 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 matterTell us why here

Frontier has reviewed the account of Mr*** and finds that his original bill cycle date with Verizon was the 9th of each month.Frontier has changed the bill cycle date to the 16th of the month and the current billing does have prorations, due to the bill cycle change.Frontier contacted Ms
*** on May 6, and explained the billing change and she was satisfied with the resolution.Ms*** did express her concern with customer service and Consumer Affairs did advise her that the calls would be investigated and any consultant that did advise inaccurately will be addressed internallyFrontier advises that all affected customers were sent a notification in January explaining that their provider would change from Verizon to Frontier in late March. Additionally, Frontier’s customer communication strategy included direct mail, email, targeted mobile, digital, social media and FiOS video advertising as well as radio spots and billboards in all markets to advise customers that Frontier would be taking over for Verizon as the new service provider and to publicize the website meetfrontier.com, which provided extensive information about the transition including FAQs and other important information

Frontier has investigated the above statements and offers the following response: Frontier advises that the free preview for NBA is currently running for all customers in Connecticut until January 22, 2017.Consumer do not need to take any action and can view the normally blocked channels
during this time 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 *** *** bringing this matter to our attention The Complaint states that: *** *** states his internet service is extremely slow, and connection Frontier has investigated the above statements and offers the following response: 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 needs Mr*** to be at home for the troubleshooting process.Frontier has made several attempts to reach *** ***; however, Frontier has been unsuccessful in speaking with himWe 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 Frontier has received the following complaint : Ms*** states that she was quoted a $
discount off the purchase of a modem at the time of her order. Frontier has investigated the above statements and offers the following response: Frontier records demonstrate that the router should have billed for $per the order notes from the agent. Frontier has issued a credit for $toward the router and the credit has been approved. Ms***’s account is now at a zero balance. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience Ms*** has experienced as a result of the above matter. Frontier Specialist: Donna JM*** Department: Consumer Relations Contact: ###-###-####

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. I also followed up the phone call with an email to the caller suggesting that the company find out if and how a land line can be hacked from outside. The person who called could not answer my question as to how charges can show up on my bill when the calls are not made from my phoneCommunication was good, and I'm happy with this resolution. However, I was told if future directory assistance calls show up on my bill I will be obligated to pay them. My response - if it keeps happening I will simply end my relationship with Frontier
Regards,
*** ***

Frontier dispatched a technician on August 30, to repair Internet serviceFrontier spoke with Mr*** and verified Internet service is working good

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that according to the review of the account, the phone plan was not changed.Frontier advises that the reason that the billing statement increased was not due to a phone plan change,
but rather due to a tariff increase on the phone line.Frontier advises that this was denoted on the statement that generated on February 28, with the following advisement: "Effective with this bill, your residential line rate will increase up to $per monthCustomers with Frontier Digital Phone Service, in a current contract, or with a price lock are not affected by this changePlease contact Customer Service with any questions."Frontier made multiple attempts to reach Mr*** but received no response 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 *** *** bringing this matter to our attention The Complaint states that: *** *** advises he would like all of his ppv purchases Frontier has investigated the above
statements and offers the following response: Frontier’s customers can view Verizon’s purchased VOD on myuv.com website. UltraViolet is a free, cloud-based digital rights library that gives options to stream VOD’s over the Internet and/or download it on an offline viewerThis system was set up way in advance of Verizon’s accounts being transitioned over to Frontier’s network. All customers was advised to create an account for access, as noted in their terms of service. A Frontier representative spoke with Mr*** who indicated satisfaction with the resolutionWe 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 Frontier Specialist: Amy B*** Department: Consumer Relations

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 Frontier owes him $for the monthI cancelled my service on January 5, due to the inability to connect to the internetFrontier charged a Disconnect fee. I would like to be reimbursed Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on May 12, 2017. Frontier explained date of bill 12/28/and that we billed for service charges from 12/28/to 1/27/Then on the Date of Bill 1/28/we provided a prorated adjustment of -$from 1/6/2017-1/27/Bryan closed the account on 1/5/The bill cycle is on the 28th of each monthwhich left a balance due of $13.33, but Frontier adjusted the bill and waived the service disconnection feeI explained that he does not owe Frontier and has a zero balance. 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