Frontier Communications Corp.

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 *** *** 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

A Frontier Tech Support agent contacted Mr*** and resolved issue with the Multi DVR feature. A Frontier billing agent adjusted the charge of $on the last four billing statements due to the feature not working. He was also given credit for the video on demand purchases totaling
$that appeared on the 12/2/billing statement. Mr*** advised that services are up and running and he's satisfied with the adjustments made to his account. Case closed

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

Frontier has investigated the above statements and offers the following response: Frontier spoke with *** September 13, and has credited the account to a zero balance We 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

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 reviewed Mr*** account and found that a transfer order was placed on July 27, however the order was cancelled with no indication as to why. Another transfer order was written October 26, which reflects that there were no facilities available. The order
remained in a pending stage until it was deactivated on February 16, 2017. The customer continued to bill for service and automatic payments drafted as the account was not disconnected until February 16, at which time an order was placed to disconnect service with an effective date of December 28th Frontier has found that Mr*** received a credit of $for service dated July 10, through August 9, and received prorated credits on the March 10, bill for service dated December 29, through February 16, 2017. A refund of $was processed on March 11, 2017. Based on this information, an additional credit of $has been applied to the account for service dated August 10, through December 28, Frontier apologizes to Mr*** for the inconvenience and advises that he should receive a refund check of $within an estimated to business days

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

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 Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that Frontier billed her for equipment she has already returnedFrontier has
investigated the above statements and offers the following response: Frontier has confirmed that Ms*** has returned the equipment to Frontier.Frontier advises that a full adjustment was issued on the account to cover equipment charges and it will post to the account in to billing cyclesFrontier has tried contacting Ms*** to discuss this matter, however they only have been able to leave messages for Ms***. Frontier will send a letter directly to Ms*** if further contact is neededWe 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; however, I have already made payment for the cycle for 09/19/17-10/18/in the amount of amount of $on 10/08/2017, I left a voice message for MREnrique HA*** explaining this and that I would contact him on 10/09/17. 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*** states that she asked for a quote for new Internet service with Frontier and she had agreed to a monthly
price with no contractThe sales representative stated they needed to run a credit check to validate if they qualifiedMs*** states that she agreed to the credit check but when reviewing the first months bill the agent advised her of a onetime charge of $for shipping and handling charge for the equipmentShe states that she did not want to pay the shipping charge and decided to cancel the orderMs*** would like a correction to her credit report. Frontier has investigated the above statements and offers the following response: Frontier reports that the process was followed correctly by our agentThe Frontier agent advised of the credit check processThe customer agreed to the credit checkThe Frontier agent then followed the procedure and advised the customer of the onetime charges of $for the shipping and handling chargeThe customer then wanted to cancel the order because they did not want to pay the onetime charge to ship the equipment to themFrontier will not be correcting the credit report at this time due to the Frontier agent following the correct processFrontier called Ms*** on January 16, and left her a message with the information. 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 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 received an email from Ms*** stating the same as this rebuttal
I apologize that I didn't respond to the installation charges and that I just checked the order and do not see that they were charged
If she saw any charges on the June 29th statement, please email me and I will credit immediately
Ms*** responded:
Thank you for your responseIt is a positive change from my recent encountersWhere no one contacts or communicates with me at allI'm actually still waiting for a call to set up service for dish that was supposed to be set up last week and still no contact made regarding this as you do not offer my previous digital services that I had for years
I responded back stating
I can have someone call you to set up the DishI would just need a good number to contact you at
Please on a go forward basis, only contact me for any concerns or questions you may have in the future
Again I sincerely apologize for any inconveniences you have incurred

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,
M ***

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,
*** ***

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: For the last months, he’s been trying to get Frontier to remove a charge placed on his bill for an insufficient funds payment that he confirmed has cleared thru his bank. He was told the original payment of $was seen as a debit instead of a credit by Frontier’s billing system resulting in a chargeback. A $fee was added to total $105.36. He tried for months to get this charge adjusted to no avail Frontier has investigated the above statements and offers the following response: A pending adjustment of $was seen on the account which a Frontier representative had moved to completion effective 7/21/2016. 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 Specialist: Sandra M. Department: Customer Relations

According to the complaint: Mr*** is disputing term contract and was not aware that the account was on a plan that would automatically renew very two years. Frontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier found that the
account had the automatic renewal date of October 2, 2017. With this term agreement, the customer received $in promotional discounts towards their internet services.As a compromise, Frontier offered to release the account from the term contract in exchange for reversal of the $in monthly promotional credit received from October 2, to current.Mr*** agreed to the reversal of promotions.Frontier has waived any term obligation without penalty, as the debit of promotional credits would bill the customer as though the account were on no contract, retroactively

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for
reviewWe appreciate *** *** bringing this matter to our attention.The Complaint states that:Mr
*** states that his billing should be $plus taxesMr*** states
that his
bills have not reflected this pricing.Mr
*** states he has made several attempts to get billing corrected.Mr
*** asks that he be refunded the over charges and that his billing is
corrected to reflect the accurate pricing.Frontier has investigated the above
statements and offers the following response:Frontier has reviewed the account and found that the customer concerns are validFrontier has corrected the missing discounts and placed credits for the invalid chargesWe 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 Specialist: Erinn
F* Department:
Customer 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 she contacted Frontier in April and May to lower her pricing.Ms*** states that she was not
successful in lowering her Frontier bill as of August 10th, 2016.Ms*** states that her billing has not been changed and her services have not been changed to match the quote she received while attempting to make changes to her account Frontier has investigated the above statements and offers the following response: A review of this account shows that Ms*** has spoken with a Frontier representative who placed an order to change Ms***’s billing and product lineup to the lowest price-point availableMs*** has been advised that this pricing will be honored for year.A Frontier representative has issued credits in the amount of $to Ms***’s account to adjust her billing to the correct amount, following a system error that caused Ms***’s billing to occur at an incorrect, non-promotional priceThis error was corrected by the service order that was placed on October 3rd.A Frontier representative has attempted to contact Ms*** regarding this complaint and Ms*** states that there is another Frontier representative who is assisting with this account and that Ms*** prefers to address her issues with the latter Frontier employee.Ms*** has been provided with appropriate contact information should she require further assistanceWe 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