Frontier Communications Corp.

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 was paying between $53.00- $per monthMs*** states when she called she was advised it was a mistake and that she would get adjustment to continue to pay $Ms*** states her next bill was $when she called in she was advised it would be fixed however she has not received a creditMs*** would like to know why her bill increased Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and we show that on September 21,the lifeline discount was removed from the account.Frontier reached out to find out the reason the lifeline was removed and we were notified that the renewal form was not returned to continue the lifeline discount.The statement credits for the lifeline discounts were stop and the October statement reflected the monthly charges plus taxes without any discountsThe remaining balance on the account is correct as Frontier cannot issue any credit for lifeline discountsWe 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: Frontier sincerely apologies for the delay in getting Ms*** internet repaired and missing our commitment on February 26, 2018. Frontier had rescheduled the repair date for March 14, 2018, however,
due to flooding in the State of West Virginia, a State of Emergency was issued on February 28, for counties. The inclement weather that followed has caused Frontier to temporarily place an escalation freeze for due date missed commitments and expedited requests. Exceptions to the freeze are hazardous condition, medical emergency and VIP emergency repair called in by law enforcement and other agenciesThe representative handling this complaint has advised Ms*** on March 13, that her appointment scheduled for March 14, may not hold due to the freeze in place, as our technicians are assisting in other locations with more severe conditionsThe freeze is scheduled to be lifted on March 23, 2018. Ms*** expressed her dissatisfaction with Frontier, stated that she has been out of service for almost one month and sternly stated she wants Frontier to repair her internet on March 14, and she will re-escalate her complaint to the Revdex.com if notFrontier is working closely with the field and will update the freeze dates accordingly so that customers who have been impacted with delayed appointment dates can be scheduled immediately.Frontier has credited Ms*** account one month internet service and for the missed commitment. The account currently has a credit balance in the amount of $-78.25 We regret any inconvenience that *** *** may have experienced as a result of the above matter

October 4, 2016BB ID No: 11721839Thank you for referring the complaint of Raul *** to our office for
review. We appreciate the matter being
brought to our attention.In the complaint Mr*** expressed concern regarding ordering
internet and telephone service and paid a deposit
that was immediately drafted
from his account, in the amount of $46.00. He is seeking the return of his $or pay interest on his money for
holding days.Our records indicate there is currently no active service for this
account. The records show there was not
terminal for this address is cable for High Speed Internet. There was no location of a paid deposit on the account. Should Mr*** provide proof of payment,
the deposit payment will be investigated. We sincerely apologize for any confusion this matter has caused. Should Mr*** have additional information
he can provide, we will reopen the case and investigate furtherSincerely,Felicia T***Executive Customer Relations FRONTIER
COMMUNICATIONS

CLEC PORTED-OUT - Disconnect Date 7/28/

Thank you for referring the complaint of *** ** *** to our office for reviewWe appreciate *** ** *** bringing this matter to our attention The Complaint states that: *** ** *** states he was advised that purchasing a WiFi extender it would double his internet speed*** ** *** also wants the early termination fee waived as well Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate the account was adjusted the cost of the WiFi extenderFrontier advises upon reviewing the account our records indicate the account late fees have been adjustedFrontier advises upon reviewing the account our records indicate the account was receiving a discounted rate for service in a two-year termFrontier advises upon reviewing the account our records indicate *** ** *** was advised on December 5, that his request for disconnection of service would result in an early termination fee would be applied to the accountFrontier advises Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee. Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.Frontier advises that Frontier has been in communication with *** ** *** via email and has advised the early termination fee will be sustained on December 13, 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
• Per Frontier records, Mr*** had phone, internet, TV and a $Loyalty offer. Mr*** removed the phone and TV he forfeited the $Loyalty creditThe credit was no longer eligible for a single service. Regarding to above Frontier's feedback, its a misleading messageIf they check clearly the conversation between me and the sales agent, they will find out I do the cancellation first, then I negotiate the single internet service rate with herThe agent at first proposed the $74.99, then I told her another internet company is offering $with same speed service, and Frontier new user promotion is lower than that as wellAlso I told the agent that i've been with Frontier since beginning of the business that they took over Verizon FIO, the agent check behind the screen and consider me as a loyal customer, she is willing to offer me the rate of $I took it and conversation was over, that is the same agent cancelling my TV and phone service, so there is no excuses for Frontier saying I lost the deal because of cancelling any servicesAgain, I took what they offered in the beginning, their sales agent representing the company, and they should honor what they offer as that is consider as a business commitment!My request is simple, I didnt ask for more, I only request them to honor the offer I had, and credit me back the extra fund they charge to my account.Have a good day
Regards,
*** *** ***

Frontier Communications Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate
the Revdex.com bringing this matter to our attentionThe Complaint states that: Ms***’s phone package and term of service, automatically renewed without the customers knowledge, so when she disconnected with Frontier at the end of her term, she was told the early termination fee would be $Frontier has investigated the above statements and offers the following response: Frontier prints on the customers billing each month the term or contract dates each month, but since the customer did not see that this was automatically renewed for her, in an effort to keep the discounted rates, Frontier did credit the $early termination fee that was billedWe 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 matterFrontier Specialist: Rita F* Department: Customer Relations

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 If the business does not overcharge meWhen I spoke with Frintier Rep: Leslie, I informed her that I would only pay $a month for the internet service, per what she is quoting meFeontier also need to honor military discount on my account as wellWhen I initially signed up on 11/2016, I was told I would qualify for military discount; however, I had to speak to the installer when he came out, when the installer came out he said I needed to speak to a telephone rep, he wasn’t in charge of discountsWhen I called frontier once again, I was told I didn’t qualify due to having other promotions on my packageWhich was not what I was told when initially when I signed upFrom my understanding it was at least a 10% discount.
Regards,
*** *** ***

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
I want the credit for the over payments I made because my bill should have been $From April 28th to the September bill. I over payed on the April bill I paid $and amount of over payment was $according to the Supervisor I spoke to because I only had internet with them a few daysAnd in the May bill it should have been $because I only had a basic local phone plan and I paid $and I did the previous bill where I was told . This is the amount my bill should have been until October 2. The over payment should have been credited to my account instead of them using it to cover up their mistakes
Regards,
*** ***

Frontier CommunicationsThank 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 has been experiencing intermittent speed and connectivity issues with her
Internet service from Frontier.She has also
bundled Dish and ask that it be removed, along with receipt for a late fee
charge of $7.50. Frontier has investigated the above statements and offers the
following response:Frontier advises that changes made to an account will update within days from the date services are changed.This time period is required to ensure all outstanding charges or credits are posted to the account.Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.We left a direct message to Ms*** *** and apologized for the inconvenienceWe advised of Frontier policyWe 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
Specialist: Bridget
G*** Department:
Executive Relations

Frontier found Ms*** obtained new Simply BB Ultra internet service on July 24, Frontier advises the promotional price point for Simply BB Ultra is $per month before any applicable sales tax and service charges for (twelve) months.Frontier confirms an order was placed to add the
appropriate discount and Ms*** will be billed at a rate of $per month going forward.Frontier states a credit in the amount of $was placed on Ms***’s account to offset the price difference.Frontier was unable to contact Ms*** to advise of above We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** D*** 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 attentionThe Complaint states that: Ms*** advises that she was charged an Early Termination Fee, yet services were not canceledFrontier has
investigated the above statements and offers the following response: Frontier Communications removed the charge of the $Early Termination Fee on 10/18/making the balance due on the account $for services rendered between May 11, 2016-September 1, 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 Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises she called Frontier on January 28, to see if they would match a price for service I
received from Spectrum-their competitorThey did in fact match the price and services plus gave us a $Amazon gift card which we would receive in daysTo do this they had to close our current account with them and open a new account with a different telephone numberThey scheduled a technician to come out 2/4/to change our boxes out since we were getting a higher speed of internetThen they would close the old account and open the new without interruptionMs*** explained tech never arrived and that Frontier is not honoring the price quoted Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on February 24, 2017. Frontier has provided credits, promotions and reviewed services. Frontier as scheduled a tech visit for February 27, between 8:am to 12:pm and Ms*** is satisfied with the resolution. Ms*** agreed to close Revdex.com complaint as resolved 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 her bringing this matter to our attention The Complaint states that: Customer was set up on autopay, somehow it got cancelled and went to paper billing and he received a double bill with a
late fee. *** called to have the late fee waived and was denied so he cancelled the service Frontier has investigated the above statements and offers the following response: Frontier reached out to the customer waived the late fee and offered to issue one month of internet service at no charge and to give only charge him $for the next months. *** agreed and was satisfied and stated okay to close the claim. 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

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*** is disputing the monthly fee for non-published number charge and the taxes and surcharges on his bill.Frontier has investigated the above statements and offers the following response:• Frontier advises that monthly recurring fees, taxes, and surcharges are not included in the package price and are subject to change.• Frontier communicated the above information by phone on October 24, and included direct contact information.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

Frontier Communications has received notification of a complaint from the above individual. According to the complaint: Ms*** advises she has been without landline services with frontierFrontier has investigated the above statements and offers the following
response: Frontier attempted to reach out to Ms*** on April 3, 2016, April 4, and April 5, and left messages for her to callOn May 5, we sent her a letter to call us if she still needs assistance resolving this issue We are confident that our response has been sufficient to address these issues. If Ms*** has any additional questions, please contact Gina D*** at ###-###-#### Ext*** who is handling the resolution of this issue We trust that this information will assist you in closing this complaint

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 in his rebuttal that the documentation that he provided did not state that the promotions were temporary and had no expiration datesThe documentation he provided was a Billing EstimateMr*** requested to know where the promotional discounts and expiration dates show.Frontier has investigated the above statements and offers the following response: Frontier reviewed Verizon bills that were provided to Mr*** from March 4, to and including the last Verizon bill sent on March 4, before the transition to FrontierOn each bill, there is a page where the internet charges and discounts are itemizedOn the Verizon bills that were generated to Mr*** between March 4, and March 4, 2016, the following discounts and expiration dates were itemized: “MoInternet Contract Discount thru Jun 18, -5.00” and “Loyalty Credit thru Jun 18, 2016 -35.00”Frontier honored the $and $discounts to the expiration date specified by the Verizon billing.Frontier set up a $Valued Customer Credit for one year from July 4, to July 3, for Mr***’s account. 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I did speak with Frontier and NEVER agreed that the date was changed to the 17thIn fact the gentleman I spoke with admitted that the only notes he had on the account were that it was disconnected on the 17th- That was my original complaintWe asked to have it disconnected on the 20th! I am upset that even after I spoke with them and they apologized admitting to their mistake and stating they would speak to the supervisor who handled the call that they are saying otherwise to you

Thank you for referring the additional concerns of *** *** to our office for review. The additional concerns states that:• Mr*** advises that he has not received a call from Tier II technical support and is still experiencing the same internet issue.Frontier has investigated the above statements and offers the following response:• Account review shows that Mr*** has now been contacted both by phone and email and appointments for troubleshooting have been setup.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.Sincerely,Executive Customer RelationsFrontier Communications

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
I have not spoken to frontierNo way can the balances be validPlease keep the complaint open and advise frontier keep channels of dialog between me and frontier openI did not request accounts and balances are not valid.
Regards,
*** ***