Frontier Communications Corp.

Frontier has investigated the above statements and offers the following response: Frontier advises that the refund for Ms*** was sent to the wrong addressFrontier determined that the funds were never cashed.Frontier has verified the correct address as : *** *** ** ***
*** ** ***Frontier has issued a new refund check in the amount of $that should be anticipated in 14-business daysFrontier has contacted Ms*** and advised of the above statementsWe 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 him bringing this matter to our attention The Complaint states that: *** *** states he was promised promotional pricing with Frontier but there was a discrepancy with the
bill/pricingThis went on for approximately three months until he decided to cancel service and pay the amount he had past due.On or around September 26, *** *** went into the local branch located at *** *** *** *** ** *** to pay his outstanding balance at the Kiosk, return his equipment, and close the accountThe only task that got accomplished correctly was the acceptance of payment in which he executed himself at the Kiosk*** *** states he keeps receiving letters from the Frontiers Collections Department and he keeps calling to try to remedy this issue but to no avail*** *** states he has asked numerous time to escalate this dispute so that someone can address this issue accordingly, but he keeps getting transferred and no one seems to be wanting to take on this issue head on so it can get resolved. Frontier has investigated the above statements and offers the following response: Frontier informed *** *** that credit was already issued back in October to correct discrepancy with promotional billingFrontier spoke to *** *** on January 16, and informed him that they show his equipment was returned and the credit will show in one bill cycle to remove the $unreturned equipment fee to resolve.*** *** is satisfiedWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that he has experienced as a result of the above matter

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*** advised that she is trying to find a plan that is economical herI was told I would receive the
service for $per month and keep all the channelsI thought it was too good to be trueSo the next month, I get a bill for the same amount and I called againI then was put in touch with another representative who told me that the first representative could not have told me that I would get my services for $per month., my services get interrupted because I fell behind in the paymentsI was offered a payment plan that I have to keep the services I have and pay off my back balance and pay the additional amount on top of the monthly service chargesAnd until the payment plan is done, which she was trying to make it for months Frontier has investigated the above statements and offers the following response: Frontier made several attempts to reach Ms***; however, we have been unsuccessful in speaking with herFrontier emailed a ‘Please Contact Frontier’ letter to Ms***Frontier has left several messageMs*** may contact the Executive Relation Team at ###-###-#### Ext***. 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

According to the complaint: Mr*** is seeking to be released from their Frontier service package term without penalty.Mr*** had sent a rebuttal to our finding and presented dates/times that he had contacted Frontier. Frontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier had found two repair tickets in the past twelve months.The most recent of the repair tickets was entered into the database on November 14, The ticket was closed on November 16, 2017.The customer states that he was advised by an agent on November 17, that there was nothing that could be done. The services found to have no fault or stability issues, so there would be nothing that Frontier could do, as there were no faults found in our network.The customer states that he had contacted an Account Executive on December 14, to escalate a circuit disconnect. The Account Executive had made a formal request to verify if a waiver of termination fees would be applicable if the customer wished to terminate service before term completion date. This request was ultimately denied, as there were no networking errors to be found.The customer states that repair tickets were entered on December 18th and December 26th of 2017. There are no records of any repair tickets having been processed since the one reported November 14th, 2017. A search under ticket numbers *** and *** found no resultsDue to no errors being found in the Frontier network, any termination charges would be sustainable if the customer chose to cancel before completion of term on June 8, *** ** *** ***

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 called to terminate her broadband satellite internet service but wanted to keep the telephone service; however, her telephone service was also terminatedMs*** states that an order was placed to reconnect the telephone service with a new number instead of the one she has had for over yearsFrontier has investigated the above statements and offers the following response: Frontier advised that there was an error in the order that was placed to terminate the broadband services that canceled the entire accountFrontier advises that an order was placed to restore telephone service on December 12, with a temporary number to get dial to back to MsBrowningFrontier advises that when an account is canceled, the phone numbers are blocked from being re-assigned to another customer too quickly so additional programing need to be done to release the numbersFrontier advises that an order was placed on December 15, to change the phone number back to ###-###-#### and will be completed on December 18, 2017.Frontier spoke with Ms*** on December 14, 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

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 Hope Frontier Communication follows through on their agreement, have heard the same answer before each time I have called
Regards,
*** ***

Customer was issued credits by prior repOffline has issued refund checkSpoke with customer she accepts these actions as resolution for complaint

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 he paid in advance for his services and when he decided to cancel Frontier’s
billing department told him that when he cancels he will be billed for services used and that his bill was billed for future servicesFrontier has investigated the above statements and offers the following response: Frontier found Mr*** made his last payment of $on August 21, 2017, that payment covered service from 08/01/thru 08/31/17. His next bill printed on 09/01/and went for service thru 09/30/17. Frontier’s records show Mr*** disconnected service on 09/21/17. A credit has been issued for the time the service was not used by Mr***. Frontier spoke with Mr*** on December 8, he is not satisfied, states while he had the service for nine years there were always problems. Frontier advised that a credit was issued and Mr*** stated he paid the bill in full, so his credit would not be ruined. Frontier explained a credit refund will be expedited once his payment is receivedWe 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*** is disputing his bill for services from FrontierFrontier has investigated the above statements and
offers the following response: Frontier advises after reviewing the account an adjustment has been made to the account.Frontier advises the account balance is zeroFrontier advises on March 21, Frontier spoke with *** *** and advised him of the current balance after the adjustment.Frontier advises *** *** has a direct point of contact to Frontier for any further assistance with this issue 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

• On November 22, 2016, Frontier responded to an identical complaint for Ms***Based on a thorough investigation of the customer's claim, Frontier maintains it original response
• After further review, our records indicate Mrs*** was quoted $before taxes and surcharges
• Mrs*** was also notified that the earliest she would be able to downgrade would be September Any changes to services at this time would generate an early termination fee of $
• The rate Mrs*** is referring to is not available in her area
• In addition, Frontier listened to recorded phone call that took place on August 4, 2016, where Ms*** called Frontier wanting to reinstate her business line that has been in the family for many yearsRepresentative asked Ms*** what name would she like to have the business listed, and Ms*** advised the account needs to be listed under the business name of * * *** ***
• During the call, the representative also asked for the Tax ID; which Ms*** did provide
• Regarding the directory, Ms*** asked if we can only put the city of Linden, instead of the business name, and the representative agreed that this can be done.We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs*** has experienced because of the above matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and would like to confirm that service was restored, however the incident is not completely resolved until I see my bill credited
Regards,
*** ***-***

Frontier has investigated the complaint and offers the following response: Frontier received a report of out of service on December 17, 2015, and completed repairs on December 21, at pmRepairs were made to a pedestal where something had chewed wires causing the outageTechnician
reported repair and DSL was good to residenceFrontier issued a courtesy credit of $which represents days of service. Mrs*** was satisfied with the repairs of the technician

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 that she is unable to watch her recorded programs because of poor internet service
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 network interference. Customer speeds may vary over timeFrontier has investigated Ms***’s account and has determined that Ms*** resides in an area where high Internet usage during peak periods could be affecting Internet service speedsFrontier tested the line and found that Internet speeds were within an acceptable range.Frontier spoke to Ms*** on February 20, and discussed wireless speeds and areas of high demandUnder tariff, Frontier is responsible for service outage credits based on the customer's daily rate of service that is not functioningFrontier is not liable for any other compensationWe therefore must respectfully deny Ms***’s request for additional compensation

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate bringing this matter to our attentionAfter further review, Mrs*** billing statement has been adjusted, and is currently showing a credit balance of $65.90.A prepaid visa card will be mailed to her with a balance for $We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs*** has experienced because of the above matter

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*** is disputing her bill for services from FrontierFrontier has investigated the above statements and
offers the following response: Frontier spoke with Ms*** on March 2, 2018, and reviewed complaint.Frontier found Ms***’s bill cycle is on the 2nd of each month and she spoke with Frontier on February 3rd therefore her new rate did not apply to her February billing.Frontier has agreed to offer Ms*** the FiOS 50/Mbps and Preferred HD bundle for $per month plus taxes and surcharges for one yearWe 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: Frontier advises that Mr*** did make the following statement on his initial complaint: “Never once did I receive a speed test of over mb/s download”Frontier further advises that the last repair specific to Internet speed was completed on May 19, At that time, the customer stated the service was working with no issuesFrontier further advises that Mr*** was provided credits for any service outages report and no additional credit is 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

Tell us why hereThank you for referring the complaint of *** *** *** Incto our office for reviewWe appreciate Ms*** bringing this matter to our attention. The Complaint states that: Ms*** canceled her telephone service (landline) and they charged her $for an early termination feeShe states that she has not signed a contractShe states she has no paperwork stating there was a contractFrontier advised her that it was a verbal contractShe is willing to pay for the seven months of unused service, but they are not willing to adjust the billFrontier also is charging her state and county taxes and a USF surcharge. Frontier has investigated the above statements and offers the following response: Frontier reports that there was a call pulled that took place on April 30, between Ms*** and a Frontier agent with her agreeing to a two year term that started on April 30, and would end on April 29, Previously we reported that it was a one year term but after further investigation found out that it was a two year like indicated on her monthly billFrontier has advised Ms*** that they will not waive the early termination fee due to her verbally agreeing to the termThe early termination fee was prorated 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
Frontier has received the following complaint : Mrs*** states that her promotion expired but when she called Frontier the agents were offering her promotions that never materialized on her billing. Mrs*** states she was promised calls back that never came and her bill is now over $ Frontier has investigated the above statements and offers the following response: Frontier records demonstrate that Mrs*** was placed into a two-year everyday low pricing contract with a one year save credit. The save credit expired on March 6, 2018. The Frontier save credits are not renewable and the account is in a contract until January 19, for her voice and data.Frontier, as a courtesy, added a $save credit to Mrs*** account on March 20, and advised Mrs*** that this credit will remain on her account until March 19, 2019.Frontier has created an internet help desk escalation to assist Mrs*** with her equipment issuesWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience Mrs*** has experienced as a result of the above matter Frontier Specialist: Donna JM*** Department: Consumer Relations Contact: ###-###-####

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*** had been promised a $gift card after months of serviceInternet Service Issues Frontier has investigated the above statements and offers the following response: Frontier has issued a $credit to the account in lieu of the gift card advisedThis credit will appear on the statement date of February 1, 2017.Frontier has left Mr*** a message to contact with future service concerns as trouble report is closed.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 Mr*** bringing this matter to our attention The Complaint states that: Customer lost service on 5/26, and has lost $2,in wages due to working from home Frontier has
investigated the above statements and offers the following response: Frontier dispatched a tech to the site on May31st and repaired the service. The customer was provided an out of service credit of $24.76. Frontier has attempted to contact the customer on 6/and 6/3. Frontier sent an email advising of the credit on 6/and advising the customer that Frontier does not reimburse for loss of wages 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