Frontier Communications Corp.

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*** states the information in the previous response was not quite accurateAfter further research by Frontier it was determined that the $was incorrectThe correct charge for the modem for the remaining two-year period was $Frontier was able to remove the charge from the account for the remainder of the two-year period Frontier has investigated the above statements and offers the following response: Frontier advises the router charge has been removed from Mr*** account due to inaccurate information previously given to himFrontier advises that Mr*** is an important part of Frontier and we truly appreciate him, and the fact he took the time to give us feed back on his experience with Chris in the Office of the PresidentIt was a pleasure to assist 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

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.
Regards,
*** & *** ***
THANK YOU VERY MUCH FOR YOUR NEEDED ASSISTANCE IN RESOLVING THIS SITUATION!!

Frontier has investigated the above statements and offers the following response: Frontier finds that two repair tickets were requested since the inception of service on October 26, 2015.In December the customer was unable to connect to the internetThe service was repaired within hours
and was found to be a cross connection in the jackAnother repair request was initiated by Mr*** on April 12, and the concern was resolved on April 13, 2016.The issue was that Mr*** was receiving an internet speed around Mbps download, when subscribing internet speeds as fast as Mbps downloadFrontier resolved the concern by changing out the internet port connectionFrontier finds that no other repair request were initiated by the customerBased on the above information, Frontier finds no credits are warranted for service performanceAs a courtesy, Frontier has issued a $credit, which is the difference between internet speeds as fast as Mbps and speeds as fast as Mbps for month We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** I *** may have experienced as a result of the above matter

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 has investigated the above statements and offers the following response: Frontier reviewed and determined that there was trouble ticket which was started on February 3, and was completed on February 6, 2017.Frontier determined that regarding the above, an appropriate
adjustment was issued for the time out of serviceFrontier’s records indicated that no subsequent calls were made indicating a service discrepancy after February 3, 2017.Frontier made multiple attempts to reach Ms*** but received no response We regret any inconvenience that *** *** may have experienced as a result of the above matter

I keep getting bills that they say they have taken care ofI sent you an attachment of a bill that says its now in collectionsI should have bill that is fourty dollars a month they are sending me different bills with different account numbers They are trying to charge me a late fee for cancelation of service that I did not cancel I transfered to a new address and Frontier said yes were sorry you should have not got a bill for that and we will take care of itNow that bill is in collections

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 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 he was promised his services with Frontier would be $per month and he would also
receive his DVR service for freeHe was also advised he would receive a $Visa gift cardMr*** states that he did not receive the gift cardHe also states that he does not owe Frontier $125.00. Frontier has investigated the above statements and offers the following response: Frontier advises that Mr*** was advised his bill would be $per month for his telephone, Internet and televisionThat price included his DVR serviceThe plan did not come with a commitmentFrontier issued credits totaling $Frontier spoke to Mr*** on February 14, and we advised him that his balance is $Frontier explained to Mr*** that we do not prorate the final billMr*** has disconnected his services with Frontier as of December 1, due to the issues with his billing 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that billing is wrong Frontier has investigated the above statements and offers the
following response: Frontier Communications investigated and found that Ms***’ account came to Frontier with a past due balance of $Starting in June of the account has had changes made to it continuously until SeptemberMs***’ account has received, cumulatively, $in credit since Frontier Communications took ownership of the accountThe current balance, for the 9/13/billing cycle, of $is valid and sustained as she is being charged for services rendered 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

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.
Regards,
*** **

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: *** *** advises she is billing for services she does not oweFrontier has investigated the above statements and offers the
following response:Records show on bill date November 20, Ms*** was billed previous charges $85.02, no payment received, balance forward $85.02, new charges $45.21; total due $127.53.Records show service order *** completed December 14, disconnecting serviceOn closing bill date December 20, shows previous balance $124.53, payment received November 25, $85.02cr, balance forward $42.51, new charges $3.32, total due $45.83.Records show all warranted credits have been applied to the accountThe balance of$is valid and dueA frontier representative attempted unsuccessfully to reach Ms***A contact letter was sent on April 25, We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms*** has experienced as a result of the above matterFrontier Specialist: Amy B*** Department: Consumer 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: Ms*** advises she contacted Frontier in August to request a new modem be sent to her, for her Frontier
internet service. By September 2016, she had not received a modem and contacted Frontier again, who said that a new modem would be sent out, but she did not receive itMs*** advises that after contacting Frontier in October and November 2016, she still never received the modem that she was promised, and decided to buy her own modemMs*** advises that she wants Frontier to credit her for the $modem rental fee for the months of August to December 2016, but she was told that no credit would be issued for the rental fee Frontier has investigated the above statements and offers the following response: Frontier advises that since Ms*** did not receive a new modem from Frontier after multiple requests to have one sent, she has been issued a credit for the $modem rental fee for the previous five months, and the credit totaled $34.95.Frontier advises two attempts were made to contact Ms*** about her complaint but was unsuccessful at reaching her. The information pertaining to the credits that were issued was left for Ms*** on her voice mail, on January 26, 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 *** *** to our office for reviewWe appreciate Mrs*** bringing this matter to our attention. The Complaint states that: Mrs*** advises that when she moved her services the appointment was missed and that the billing was incorrect and did
not include any of her discounts for the past monthsMrs*** also advises that she has spoken with multiple representatives and each time her services are adjusted but the billing is never corrected Frontier has investigated the above statements and offers the following response: Frontier apologized for any inconvenience Mrs*** may have experienced due to the billing error.Frontier has conducted a full billing review and confirmed Mrs***’s account balance is accurate and all necessary adjustments have been applied and Mrs***’s services are not currently scheduled for interruption.Frontier has spoken with Mrs*** on January 11, and explained all charges and future billingFrontier has taken the necessary steps to correct Mrs***’s future billing and will be reviewing the next two billing statements to ensure accuracy.Mrs*** was satisfied with Frontier’s actions We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** 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*** advises they ordered service, but never received itThey called several times but no one could
find the account. Finally, she was advised she would receive a refund within 7-business daysBut it was not receivedFrontier has investigated the above statements and offers the following response: Frontier advises Ms***’s deposit of $was reversed back to her credit card on 2/22/Frontier spoke to Ms*** on June 29, and the customer advised everything was resolved. 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

Hi,Frontier tested our equipment on the customer's jack on September 16, and no trouble was found. Frontier spoke with Mr*** and advised the issue is within the customer's equipment. The credit of $that was issued due to out of service issues will appear on the October statement due to the credit being applied after the September bill date.Thank you~

On December 8, 2016, Frontier spoke with Mr*** acknowledging his concernsWhen speaking with him, he mentioned that he really do not want to talk about this issue anymore, but want to make sure he receive his refundOur records indicate Mr*** account is deactivated as of October 12,
2016, with a credit balance of $Refunds generally take 60-days to receive, and after further review, refund check is scheduled to arrive within the first two week of January.Currently we are not showing any collection activity on his accountWe 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 Frontier Specialist: Kevin F* Department: GM Specialist Telephone Number: ###-###-#### Fax Number: ###-###-####

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*** advises he has billing discrepancyFrontier has investigated the above statements and offers the following
response: Frontier spoke to Mr*** on December 29, and explained that the charges for services are correct.Frontier explained that we are able to offer a discount for monthsAfter the months the charges would increase to current priceMr*** currently has an order to disconnect servicesFrontier has set a follow up to ensure bill accuracyWe 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 is still ignoring the fact when I contacted customer care I was told there would be no price increase to switchWhile they did fix the billing now I was still made to pay $for the month of July even with the credits given My bill was $for the 25/and I was made to pay for the 50/for the days it was active even though it was allegedly going to be the same price which means two things I was misled by customer care and Frontier now has $of mine I will never get back I spent over hours of my time attempting to correct this problem which I will never get back.
Regards,
*** ***