Frontier Communications Corp.

Thank you for referring the complaint of Mrs*** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: Frontier the August 01, billing statement contained a past due
balance of $from the previous billThe past due balance combined with the current charges of $brought the total amount due to $147.48.Our records indicate that a reminder notice was sent on August 01, and automated call attempts were made regarding the past due balanceThe account was suspended for non-payment on August 24, 2017.On August 25, trouble ticket number USinitiated due to the internet not workingThe internet was restored on August 28, The trouble ticket was notated that the modem did not sync up when the service was restoredThe modem was resetCredit totaling $posted to the September 01, billing statementOn September 14, I left a message for Mrs*** and provided my contact number should she require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that the customer may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms*** has placed two repair request with Frontier since September 2016.Frontier changed Ms***’s facilities on December 8, 2016.Frontier tested Ms***’s service on
December 26, and No issues were found with the serviceMs*** has only reported one incident with static on her phone lineThis was repaired in SeptemberFrontier finds that Ms*** uses her phone consistently reflecting no line issues.At this time, Frontier does not have an estimated time for an upgrade in Ms***’s area.Frontier advises that no credits are due to Ms*** for her phone or internet.In addition, Frontier advises that currently, Ms***’s statements are higher than due to equipment purchases.Should Ms*** have service concern regarding Dish Network, she can contact them directly 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 Mr*** bringing this matter to our attentionThe Complaint states that: Mr*** states he contacted Frontier 01/02/requesting to move the business phone number to the new location, he was advised
if he cancelled service he would be billed a $early termination fee. Mr*** further states the business number was to be transferred on 01/27/opening day for the business at the new locationMr*** states his business phone was disconnected on 01/26/17, he states when he called in he was advised Frontier was working on his line and it should be fixed shortlyMr*** states on 01/27/when he contacted Frontier about the phone connection at the new location since it was not working, Mr*** states he was advised Frontier does not service the new location. Mr*** states he received a bill from Frontier for $Mr*** states he then dialed and was advised Frontier does provide service to the new location. Mr*** states he contacted Frontier and was provided the option of call forwarding the business number to another number on 01/31/Mr*** states he received a Frontier bill on 04/12/17, and he checked his old number and verified the call forwarding is workingMr*** states he now has a new number at the new location and does not want Frontier services and states he should not have to pay for service that did not workFrontier has investigated the above statements and offers the following response: Frontier is unable to locate any records from 01/02/requesting the business account to be moved to a new location and Frontier records do not show an early termination fee of $on the account. However, Frontier records show the 2nd line ###-###-#### was disconnected 01/09/Frontier does not show any trouble tickets or orders for 01/26/17.Frontier records show Mr*** called in 01/27/17, notes state Mr*** was advised that Frontier does not provide internet at the address he is moving to and Mr*** requested the account to be disconnected. Additional notes state remote call forwarding option was discussed and customer wants to look for a different provider. Frontier records do show a bill was generated for $226.87on 01/04/for charges 01/04/through 02/03/Frontier records show the account was disconnected on 01/31/17, the closing statement printed 02/04/with a balance of $0.50, in this instance Frontier has credited this bringing the balance down to $which will reflect on the 05/04/statement. The address Mr*** provided as the new address is located in the Frontier footprintFrontier records show after the business account was disconnected Mr*** re-contacted Frontier. On 02/02/an account was created providing remote call forwarding from the same business number that was previously disconnected this order completed 02/03/17. Frontier shows the new account was disconnected 04/19/the closing statement will not print until 05/01/Frontier has no reports of the remote call forwarding line not working therefore the charges are valid. Frontier would not have local calls listed, the only calls that would list would be if there were long distance charges associated with the callsWe 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 Mrs*** *** to our office for reviewWe appreciate Mrs*** bringing this matter to our attention The Complaint states that: Mrs*** states that she did not request phone service from Frontier.Mrs*** states she was charged a higher price for FIOS internet that the DSL internet she ordered and that she was charged for an install when she requested a self-install.Mrs*** states she did not receive her final bill and the account went unpaid and has affected her credit. Frontier has investigated the above statements and offers the following response: Frontier spoke with Mrs*** on February 12, and advised when the service was installed the reason for the escalation was because of a need for a phone line in the house.Frontier reached out and left a message to contact us on February 19, and advised there is no new information to work the complaint with.Frontier advises the dsl service on her original order was not available at the residence and the order was changed to FIOS service which has different pricing.Frontier advises we did send out a technician to install the service and we did credit that fee on September 19, 2016.Frontier confirmed her mailing address and that is the address the final bill was mailed toWe 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

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Ms*** account and our Office of President department has resolved the excess bill of $which was accidentally billed to Ms***. The Office of the President has also
issued credits for service outages.Frontier has reviewed Ms*** currently billing statement dated February 4, and her account has been update and currently has a zero balance on the account. No payment is dueThe representative handling this complaint has provided her contact information and will contact local management of the constant service interruptions in Ms*** residential building in hopes to enlist service improvements for multi-dwelling units We regret any inconvenience that *** *** may have 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: ***

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

Frontier has investigated the above statements and offers the following response:Per tariff a minimum monthly charge for service and installation fees, are applicable when a customer disconnects services prior to a full monthSince Ms***’s had difficulty with the installation process and as
a courtesy Frontier’s customer service waived all charges, leaving a zero balance on the account as of 2/10/16.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 matterFrontier Specialist: Jennifer V*** 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*** states that her telephone is not working Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms*** on March 10, and entered a repair trouble ticket for March 13, Frontier advises that shortly after entering the repair ticket a manager was able to make the repair for Ms*** and restore her dial toneFrontier spoke with Ms*** on March 13, to confirm the service is working to her satisfactionMs*** is satisfied with the resolution and has been provided with direct contact information should she need to make contact with Frontier in the futureWe 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 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 *** ** to our office for reviewWe appreciate you bringing this matter to our attention. The Complaint states that: Mr** states he was subscribed to services based on a mailer for a triple bundle that included: Internet, TV and Voice at a $rate for years and a Amazon gift card valued at $400. Frontier has investigated the above statements and offers the following response: Mr** had the discounted rate of $including equipment but no longer qualifies for an Amazon Gift card as he is no longer a Frontier Communications customer.Frontier advises promotional offers that include a $Amazon Gift Card have a 2-year term. If service is disconnected before completion of the term, an early termination fee would be applied.In the process of investigating the concern, Mr** cancelled service with Frontier with no penaltyWe 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 attentionThe Complaint states that: Refund check of $has not yet been receivedFrontier has investigated the above statements and offers the following
response: Called offline refunds, spoke with representative: BrianGot refund of check expedited on 5/26/Check of $will be to customer in 7-business days of 5/26/Customer advised via call, voicemail left, and emailWe 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

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: Mrs*** cancelled the service on 7/27/and she was billed by Frontier thru 8/17/She requests the days of overbilling be credited Frontier has investigated the above statements and offers the following response: On 10/12/2016, $was adjusted from the bill. On 10/12/a payment of $was received leaving a zero balance. The adjustment was given days after the 10/7/billing cycle and will show on the 11/7/final statement We trust that this information will assist you in closing this complaint. We apologize for any inconvenience *** *** has experienced as a result of the above matter

Thank you for referring the complaint of Ms*** *** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: Research determined that there were several installation orders
initiated for the customer under the name of *** ***Our records indicate all orders were cancelledDuring the installation process customers are ask to provide their SSN and DOB.This matter was referred to the appropriate manager for coaching and trainingPlease note that Frontier does not use customers’ personal information in an unprofessional mannerOn February 20, I relayed the above information to Ms*** *** and provided my direct contact number should she require further assistance regarding this matter We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that the customer may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

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 Communications Thank you for referring the complaint of Mr*** to our office for reviewWe appreciate
Mr*** bringing this matter to our attentionThe Complaint states that: Mr*** advised he submitted a transfer order and it was dated out to May 5, Mr*** stated that the day came and a tech never showed up to do the installationMr*** advised that when he called Frontier again he was told a tech would be out the next day, but he couldn’t be thereHe states he was told the next available date would be another weekFrontier has investigated the above statements and offers the following response: Frontier advises there was a system error which delayed the transfer from happening.Frontier advises we contacted Mr*** and apologized for the issues he encountered.Frontier advises we have placed a residential out order for the services he had at his old residence and back dated the order to April 22, 2016, the date he movedWe 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 does not acknowledge that on my original call to them I did not ask for a credit I asked for a breakdown of charges and if my bill was correct I was then told I was overbilled by approximately $800, and would be receiving a credit on my bill within the next few billing cycles I was given a confirmation number for the credit Regardless of if the bill was correct or if the representative had the authority to issue credit; I was told I was getting the credit of $ This is what I expect to happen I would also like both an audio copy of my original call to Frontier from 12-7-and a transcribed copy for any future legal proceedings should this complaint not be resolved to my satisfaction
Regards,
*** ***

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*** advises that his Frontier internet service has been consistently running extremely slow and continuously drops multiple times per dayHe also advises that it has been an ongoing problem Frontier has been unable to mitigateMr*** advises that Frontier should compensate him for having provided poor internet serviceFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on May 5, 2017, and the customer advised that a technician came out on May 3, and by replacing the router, was successfully able to fix the problem with the slow internet speed and the continuously loss of connection.Frontier advises that a credit for the equivalent of two months of service has been issued. Since the customer pays $per month for internet, a credit in the amount of $was issued 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: the neighbor on the side closest to the hub is closer to the hub and they meet the requirementsfor the lower rates so it ishould impossible to have faster speed than someone closer to the source, I have ran different speed tests and they all come up less than 1mbps
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***