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
Thank you,
*** ***

Customer Name: *** *** Phone: ###-###-#### Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Rebuttal states that: Frontier has not contacted her and a message should have been left or an email sentMs*** stated she requested a new modem and she has not received it Frontier has investigated the above statements and offers the following response: The original Complaint had a daytime number of ###-###-#### and messages were left at that number. The complaint shows her phone number to be ###-###-####. Frontier has sent emails to *** at ***. A modem was shipped to her and tracking confirmed it was received on Friday, November 11, 2016. Frontier has been unsuccessful in reaching Ms***. 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

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*** is disputing the early termination fee, and bill of $ Frontier has investigated the
above statements and offers the following response: Frontier advises we have credited the early termination fee billed in the amount of $ This leaves a balance due of $ for service from January to January 15, 2018.Frontier spoke with Ms*** on March 27, and reviewed the aboveWe 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 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

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 he contacted Frontier and agreed to a rate of $+ tax a month, including free a DVR and a free Set
Top Box, however was billed $for his Set Top BoxMr*** states when received his first bill it did reflect an $fee for the Set top Box and higher taxes than he was expecting, including a Regional Sports Fee, Video tax he was not familiar withMr*** also noticed that his prorated charges for less than days of service came out to more than charges for a full days of service Frontier has investigated the above statements and offers the following response: Frontier confirms that Mr*** is currently receiving a monthly base rate of $before taxes, surcharges, and equipmentFrontier advises that the promotional offer Mr*** subscribed to includes a free DVR for months, however additional equipment is subject to additional cost(s)Exclusions and conditions for current promotional offers can be found at http://frontier.com.Frontier advises that the Video taxes shown for $are made up of: Broadcast TV Surcharge $Moreno Valley Franchise Fee $Moreno Valley PEG Fee $2.53FCC Regulatory Recovery Fee $Frontier provides a detailed tax breakdown on page of Frontier statementsTaxes/fees applied for TV services are separated into its own categoryAdditionally, Mr***’s first bill is for months of service, resulting in higher taxesFrontier advises that the Regional Sports Fee is a fee that helps Frontier recover high costs of contractual obligations requiring Frontier to offer multiple sports networks per location. In an effort to keep sports programming costs low, Frontier charges a nominal fee to all subscribers with access to the Regional Sports Networks (RSN) unless otherwise stated in applicable lawIf Mr*** would like to opt out of the Regional Sports Fee, Frontier can downgrade his TV package to one that does not include any sports channels.Frontier advises that as Mr***'s service started on 2/26/28018, the system would normally generate a bill on the 27th and then have one day of prorationIn this instance, the bill did not print until 3/27/so there are full months + day of chargesProration = month + dayWe 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 *** *** bringing this matter to our attention. The Complaint states that: Mr*** advises that he moved recently and Frontier coordinated the relocation of his service.
Mr*** advises he called five days prior to the move to schedule the changeover and was advised that it would take two weeks before the order would be completed. Mr*** advises that he was told to call back at a later date to see if anything opened up for a sooner due date. Mr*** called back a week later to check on his order and was advised that they could not find an order and it would be another two weeks before the service would be set up at his new location. Mr*** advises that it took three weeks to get his service and he wanted the same plan and service that he had at the previous address. Mr*** advises that after receiving his first bill, there where services that he did not give permission to add to his account. Mr*** advises that he was being billed for the whole home DVR service that has not been working. Mr*** advises that he has called into Frontier multiple times and has had to wait and be transferred from department to department to get his issues resolved. Frontier has investigated the above statements and offers the following response: Frontier advises that an order was placed to cancel Mr***’s service at his old location on June 27, 2016. The account is a Home Owners Association account and is handled by a different group than the Frontier customer service and is why he was transferred. Frontier apologizes for the inconvenience that it caused Mr*** in the delay of service at his new location and that it should have been escalated to see if a sooner date would have been possible. Frontier advises that we have different departments that handle the services and the customer sometimes gets transferred from one department to another. Frontier advices that a repair ticket was placed and a technician went out to the location and got the whole home DVR service working and a credit was issued in the amount of $15.00. Frontier advises that an order was placed to remove off the Identity Protection plan that he never requested and a credit was given for $9.99. Frontier has made several attempts to reach Mr***, unfortunately, our attempts have been unsuccessful. A call me letter has been mailed out if Mr*** would like to contact Frontier directly in regards to the complaint that was filed 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** stated that she had problems with intermittent connection with the DSL broadband service when
her phone and internet service was connected on October 31, She stated she was only able to maintain the connection for a couple of minutes and then it droppedShe stated she called the next day and cancelled the service with the intention of leaving the phone line open to port the number back to the previous provider.Ms*** stated she received a bill dated November 1, and when she called in regarding the bill, she was told she would be billed for a minimum thirty days of service Frontier has investigated the above statements and offers the following response: Frontier found that the original order to disconnect the service November 2, 2016, was cancelledFrontier also found the account for phone service and DSL broadband was still open and billingFrontier spoke with Ms*** on November 21, and reviewed the active account status with herA review of systems indicated that the telephone number ###-###-#### ported out to the other provider on November 18, 2016, although there was no corresponding port out order in the Frontier systemMs*** confirmed that she had been using a temporary phone number with the other provider until her number could be ported inFrontier issued a disconnect order on the phone and DSL broadband service and advised Ms*** we will follow up and credit any remaining charges on the December 1, billFrontier provided Ms*** with our direct contact information in case she has any additional questions. 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.After I had to send a certified letter to the collection agency that is when they applied a creditHowever in speaking to billing they said I only owed for days worth of service that is a total of $So we are due a refund as we only owe $I had to pay the $just to make sure this did not go on my credit reportThe only reason I even was able to get help yesterday was by refusing to give account informationSince any time I provided account information was automatically transferred to an outside collection agency and to the wrong collection agency at thatWe have been calling and trying to get this resolved since NovemberThis has taken countless hours on the phone, sending email and last paying to send certified lettersEvery time we were given the same answer as it will update once we send the final bill and we will only owe for the days we had service
Regards,
*** ***

Frontier
Communications Thank you for referring
the complaint of Ashley
*** to our office for reviewWe appreciate you bringing this matter to our
attention.The Complaint states that:Customer unhappy that once she changed her number, that she was getting marketing calls.Frontier has investigated the above statements
and offers the following response:Frontier review the account and confirmed Ms*** phone number is a published directory listing.Frontier spoke to the customer and offered to change the telephone number adding non-published directory listingFrontier advised of the costs associated and the customer decided to make no changes to the number at this timeFrontier also provided information regarding about the National Do Not Call list.We trust that this information will assist you
in closing this complaint. We apologize
for any inconvenience the customer has experienced as a result of the above
matter.Frontier Specialist: Benjamin A** Department: Customer RelationsTelephone Number: ***

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 she contacted Frontier in November to have internet service set
up. She was given an order number, account number, and an installation date of November 11, Ms*** advises that when the Frontier technician came out, he informed her that the remote hub across the street needed to have power connected to it by the energy companyMs*** advises that she waited until April for the power to be hooked up, and then called Frontier to ask if the internet service could be installed. She was told that the hub still is not functional since Frontier has to set up the remote terminal that is needed in order to connect the customer premises with Frontier’s nearest central office. Ms*** advises that on April 22, 2017, she was contacted by Frontier and informed that at this time, Frontier internet service is not available in the area where she lives and that the engineering department does not know when the service will be available Frontier has investigated the above statements and offers the following response: Frontier advises that at the time Ms*** placed her order for new service, their system indicated that internet service was available at her address, but the information was incorrect. Frontier’s system has since been updated to show that internet service cannot be provided to her address at this time, but Frontier is in the process of upgrading their network to make internet service available to more customers.Frontier advises that there is no estimated timeframe as to when the internet service will be available.Frontier spoke with Ms*** on April 26, 2017, and advised her that there is no estimate as of yet as to when internet service will be availableShe was also advised that she can keep her order on hold in Frontier’s system, and she will be informed as to when the internet service can be installed 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 *** *** bringing this matter to our attention The Complaint states that: Mr*** is disputing his cost of services from Frontier Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate that Mr*** on December 13, has accepted the cost of the internet service at $for the next three months, and then the cost of internet service would be $a month through months four though twenty- fourWe 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 on the condition that as stated by Frontier, both the old and new accounts are closed and the balances are zero and I am no longer harassed with statements with new charges and all business relationships between Frontier and me are completely closed as of 2/27/and I receive the money Frontier owes totaling $by 7/31/ I ONLY Accept this resolution if these criteris are met, and I receive my refund as stated
Regards,
*** ***

Revdex.com:
After my filing of a complaint with the Revdex.com, and after three weeks of trying to get this matter resolved directly with Frontier, they did finally fix my phone lineI have reviewed the response made by the business in reference to complaint ID ***, and find that this
resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is somewhat satisfactory to me I still receive intermittent service levels for internet speeds. Tickets have been opened
Regards,
*** ***

all charges removed from account

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: My phone has been down for one week (lost service on February 17, 2016)Frontier has investigated the above statements and offers
the following response: Frontier investigated and found this was linked to a bad card found in our Central OfficeTechnician was dispatched and problem was corrected on February 25th, Confirmed with *** *** and service was fully restored and issued credits of $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

The Complaint states that: Mr*** states that Frontier installed a temporary telephone line to address a service issue with his telephone line.Mr*** states that the temporary line was left above ground and was damaged by farm equipment.Mr*** states that though he requested to have
the temporary line repaired prior to Frontier Communications burying the line, that Frontier buried the damaged lineMr*** states that the damaged line being buried has resulted in ongoing service issues with his telephone service including static on the lineFrontier has investigated the above statements and offers the following response: A review of this account shows that a technician was dispatched to Mr***’s home on December 8thThe technician spoke with Mrs*** and noted that she states the service is working properlyLine tests performed at this visit showed the service to be in working order.A Frontier representative has attempted to contact Mr*** regarding this complaint and has advised Mr*** of these actions.A Frontier representative has advised Mr*** of direct contact information for a Frontier representative should he wish to discuss this complaint furtherWe 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 has investigated the above statements and offers the following response: • Frontier has reviewed the account and finds that the technician installed the service from the outside of the residence and a modem was shipped to the customer• Frontier finds that the technician was not
able to gain access to complete a full installationIn addition, Frontier finds that there was no usage of the service• Frontier has placed a disconnection order and back dated the order to the date of inceptionThis will reflect that the customer did not have working services with Frontier• In addition, the back dating of the disconnection order will credit all charges that occurred during the billing of Ms***Ms*** should anticipate to receive a statement reflecting a zero balance on January 1, • Frontier has internally addressed all coaching opportunities and disciplinary actions related to this complaint 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she agreed to a contract with Verizon in February She states that Frontier took over in
march and she never agreed to a contract with Frontier.Ms*** states that she was advised she would have to pay an early termination fee if she canceled her services prior to the end of her contract.Ms*** advises that she was billed for a full month of service even though she requested to end her services earlierFrontier has investigated the above statements and offers the following response: Frontier advise that Ms***’s contract, including all terms and conditions for any services previously provided by Verizon’s local exchange operations were assigned to Frontier CommunicationsFrontier continued to maintain all terms and conditions of the relevant portions through its operationFrontier advises that Ms*** was on a 3-year term from February 19, to February 18, Frontier advises that as a courtesy the contract was overridden and she will not be responsible for an early termination feeFrontier advises that Ms*** pre-paid for her services and was eligible to continue receiving services through the end of her billing cycleFrontier advises that an adjustment was issued in the amount of $as a courtesy to cover the partial credits from April 11, to May 3, 2018.Frontier spoke with Ms*** on May 1, to review this information with herWe 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 you
bringing this matter to our attention.The Complaint states that: Mr*** states that his internet plan rate increased.Mr*** also stated that he was promised 18Mbps and was
downgraded back to 6Mbps for his internet speedFrontier has investigated the above
statements and offers the following response:Frontier records reflect Mr*** was receiving a customer loyalty credit for $which was removed in errorFrontier advises that Mr*** is receiving his 18Mbps internet speed as of April 17, 2018.Frontier records reflect that credit has been issued toward Mr***’s account in the amount of $Please allow 1-bill statements for the credits to reflect on the customer’s billFrontier representative has spoken to Mr*** and customer is satisfied with resolutionWe 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: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####