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 she has not received her refund for item returnedFrontier has investigated the above
statements and offers the following response: Frontier spoke to Ms*** on February 22, and explained that we have issued an adjustmentThe credit will reflect on the next bill cycleFrontier has set follow up to ensure bill accuracyWe 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** indicates that Frontier charged him an early termination fee of $101.35, after being told by
a representative there would be zero penalties. Frontier has investigated the above statements and offers the following response: Frontier found that per notes of the previous representative Frontier gave Mr*** an adjustment of $to satisfy the accountMr*** is satisfied with the results We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that MrCheng has experienced as a result of the above matter

Frontier CommunicationsComplaint Number: 11693427 Company
Code: N/ACustomer Name: ***
Kumar Phone: ###-###-####Thank you for referring the complaint of *** Kumar
to our office for reviewWe appreciate MrKumar
bringing this matter to our attention.The Complaint states that:*** *** advises that his FiOS internet service order has been delayed too long.He would like to have the installation order # *** completed todayFrontier has investigated the
above statements and offers the following response:Frontier advises service order # *** was successfully able to be expedited and was completely installed on September 3, 2016.We trust that this
information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced due to the above matter.Frontier
Specialist: Bridget G*** Department:
Executive Relations Telephone Number: 1/###-###-#### Ext.*** Fax Number: ***

Complaint Number: *** Rebuttal Customer Name: *** *** Phone: *** 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*** is still experiencing intermittent internet service.Mr*** has been told that the internet issues are due to an outage and there isn’t a resolution at this time.Mr*** would like the billing for internet to stop until resolved.Frontier has investigated the above statements and offers the following response: On January 17th, a technician was dispatched to address the internet issues.Frontier is currently working with engineering to reveal and resolve known issuesFrontier will continue to bill for internet and credit for time out of service.An open repair ticket is in place to address Mr***’s internet concerns.Mr*** will be contacted to set up an appointment for an additional dispatch.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 Hope Frontier Communication follows through on their agreement, have heard the same answer before each time I have called
Regards,
*** ***

Frontier has investigated the above statements and offers the following response: Frontier has processed her lifeline applicationUnfortunately, Frontier is unable to apply the lifeline discount. Per the National Lifeline Accountability database, Ms*** has a port freeze with another
provider and cannot transfer the benefit back to Frontier until December 21, Frontier has reviewed Ms*** phone service and she currently has the lowest phone plan we offer 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.My husband and myself are in correspondence with a representative from Frontier HOWEVER this has not been resolved. In an email from the representative dated 10/3/we were told this will be an ongoing manual process. My monthly bill is STILL not correct and the representative must manually go in and apply adjustments/corrections to my account. We have been instructed to pay a flat fee of $until they can sort this out. So, no it is not resolved and continues to be an issue. It won't be resolved until I receive a bill that I can pay that reflects the correct amounts as promised by other Frontier staff and recorded via the Frontier online chat service
Regards,
*** ***

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*** would like proof of being informed about the Frontier Disconnect Processing fee. Frontier has investigated the above statements and offers the following response: Frontier Service Terms are listed on Frontier’s website and customers are also advised on their monthly bills to visit the Frontier website for any changes in the Terms and Conditions SERVICE CHARGES The applicable charges, including equipment charges, for Broadband Service are identified at the time Service is orderedFrontier may also bill you additional charges or fees, including a separate modem fee and an additional Frontier imposed HSI SurchargeIt is your responsibility to review your first bill carefully and contact Frontier within days after receiving your first bill if there are any charges you dispute or that are inconsistent with the information provided to you at the time you placed an order for ServiceIf you subscribe to Service after October 1, and cancel Service, you will be charged a $disconnection order processing feeUnless otherwise prohibited by law or guaranteed by a Price Protection Plan (PPP) with Frontier, Frontier may, in its sole discretion, change or modify the rates you are charged for Services or equipment at any timeWe may notify you of any such changes by posting notice of them on the Frontier website, by sending notice via e-mail or postal mail, or by a bill messageContinuing to use the Service after notice of a change is acceptance of the changeIf you do not agree to the change made by Frontier, you must stop using the Service and notify FrontierFrontier will bill you monthly for all charges associated with the ServicePayment in full is due no later than the due date indicated on your bill The Terms of Service were updated in May to include internet service accounts prior to October 1, to be accessed this fee.On December 19, 2017, Frontier issued a discretionary credit for $to Ms***’ account. This credit may not be reflected on the December 19th statement due to timing. Please note that the real time balance is zeroWe 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I HAVE TRIED TO REACH THEM SEVERAL TIMES ALSOI AM CURRENTLY OUT OF TOWN THOS PAST WEEK AND ALL MY DOCUMENTATION IS AT HOMEWHEN WE DID SPEAK THEY NEVER HAVE ANY INFO WITH THEM ITS ALLWAYS WE WILL GET BACK TO YOUTHEY NEVER TRY TO RESOLVE THE SITUATIONTHE CAN EASILY REVIEW ALL THE CALLS WE MADE BY THEY ARE RECORDED AND LOGGEDTHEY CAN EASILY SEE THEY HAVE A COMPLETELY INCOMPETENT SYSTEM OF RESOLVING DISPUTES

Frontier has investigated the above statements and offers the following response: Frontier has processed the Deposit back to the account of originFrontier advises that it may take up to 3-business days for the deposit to be refunded to the accountFrontier spoke with Mr*** in regards to
the aboveMr*** presented no further questions or concerns We regret any inconvenience that *** *** may have 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 that he paid a $deposit and needs a refundMr*** advises that he cancelled services
with Frontier after having equipment problemsFrontier has investigated the above statements and offers the following response: Frontier advises the refund was issued to the credit card used.Frontier advises we will follow up on closing bill to correct the billingWe 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

Customer previously billed $6.84/Residence Line with Lifeline + taxes monthly. Customer currently bills $34.99/DSL + $6.84/Residence Line with Lifeline + taxes monthly. Will be billed $124.97/Installation Fee + $49.99/Router Fee. The Data speed is - 15Mbps. I sent
a request for Tech Support to contact Customer in reference to speed issues. Spoke with Tech Support Agent/FL***Per L***: I just attempted a few minutes ago and it is now my fourth attempt...I left the IHD number if they are having any further problemsper IHD escalations procedure this ticket will now be closed. We were unable to reach Customer for discussion or to have speed test done. Mr*** can feel free to reach me at *** *** *** ext *** between the hours of 9-central Monday - Friday to discuss speed concerns. Thanks!

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 she called in on January 19, to order a package called the Affordable Broadband
with Lifeline which would give her a free Chromebook and was detailed in a mailed advertisement sent to her homeMrs*** advises that she was told she did not qualify for this promotionMrs*** also advises that she wants the advertisement honored fully as it was sent directly to her address and that this type of advertising is a fraudulent way to trick customers Frontier has investigated the above statements and offers the following response: Frontier made several unsuccessful attempts to reach Mrs*** regarding this complaint and provided direct contact information.Frontier reviewed this matter and confirmed that we do offer a promotional package that is advertised as an Affordable Broadband with lifeline that would qualify a new customer for a free Chromebook in our California areaFrontier apologizes for the confusion in the advertising and also confirmed that all packages and promotions are subject to availability and proper qualificationNo service order was placed for Mrs*** and the appropriate information was provided regarding the promotion and her ineligibility 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 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states that she has been trying to get her final bill from Frontier to be adjusted properly to the
correct amount dueFrontier has investigated the above statements and offers the following response: Frontier advises that Frontier has spoken with Ms*** on April 20, Frontier it has made the appropriate adjustments to the accountFrontier has gone over the adjustments and the new balance due on the closed account.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: 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

Frontier has investigated the above statements and offers the following response: Mr*** was disconnected and credit issued totaling $and now reflects a zero balancePlease allow 60-days for update to the credit reporting bureaus. Our expectation 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 againWe 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 advises due to isolated error, duplicate charges from Digital Phone were added to Ms***’s account on January 23, Frontier has corrected the error as of February 27, Frontier has
issued appropriate credits for all overcharges to the accountFrontier spoke with Ms*** on March 19, and advised of the aboveWe 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: Ms*** states that she contacted Frontier to remove the auto renew on her bundle in February and when she called in to disconnect her service in November she was told that a ETF would be billed M.s *** states she is now being billed a ETF of Frontier has investigated the above statements and offers the following response: Frontier review the account and we have removed the ETF on the disconnect order and advised Ms*** that her account shows disconnected however it will bill her until the end of the cycle date per terms of service that were sent on the June statementWe 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that Frontier should not be billing her for long distance phone calls because her long distance
provider is Williams Communications. Ms*** advises that she paid her last Frontier bill and should not have a remaining balance of $ Frontier has investigated the above statements and offers the following response: Frontier advises that after September 12, 2017, Frontier stopped billing Ms*** for long distance calls when her account was corrected to reflect *** *** as her only long distance providerFrontier advises that on October 6, 2017, a credit in the amount of $was issued to Ms***’s account for the long distance calls that should not have been billed, which brought her leftover balance to $1.67. Frontier also advises that on October 19, 2017, the $was credited as a courtesy, bringing her remaining balance to zero.Frontier spoke with Ms*** on October 19, and advised her of the above statements. 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