Frontier Communications Corp.

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*** advised Frontier that he was promised a month plus taxes for years on his bundle
pricing. Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr*** on April 17,and advised we will have to set up for manual credits for the term to honor the misquoted priceMr*** has The Executive Customer Relations contact number should there be an issue during the two-year term. 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 has investigated the above statements and offers the following response: Frontier records reflect that the account was active from November 3, to November 28, 2017.Frontier reviewed the account and trouble ticket history in reference to the disputed chargesFrontier’s records reflect
trouble tickets were issued during the time service was active.Frontier, based on review of the account, has placed an adjustment to the account resulting in a zero balance 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 Revdex.com bringing this matter to our attention The Complaint states that: Ms*** states she did not receive a bill until after months and was advised she would be sent
to collectionsMs*** states she made a payment arrangement in February to pay every days to not be sent to collectionsMs*** states Frontier has placed a charge off on her creditFrontier has investigated the above statements and offers the following response: Frontier advises Ms*** account was suspended as of July for the past due balanceFrontier negotiated a deferred payment arrangement July 21, to keep her services active and not be in collectionsMs*** advised on July 28, she was not going to do the deferred payment arrangement and requested permanent disconnect of her account.Frontier advises there are no payment arrangement on disconnected accountsMs*** account was written off November due to no payments received since July 2016.Frontier records indicate Ms*** made payment towards her balance after write off from March to August Frontier advises the past due balance was valid and past due, due to this it will not be removed from the credit but reported as paid, this can take up to days to update with credit.Frontier was unsuccessful in reaching Ms*** to discuss the aboveWe 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 Mr*** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises his land line has static and loud noisesFrontier has investigated the above statements and
offers the following response: Frontier spoke to Mr*** on July 19, 2017. Frontier applied Adjustment credit for time out of serviceFrontier confirmed landline is workingFrontier emailed local manager to assess cable damage due to storm/lightningWe 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: Ms*** states that her service quality has not been the same since Frontier took over.Ms*** states her rate increased and when she called in to cancel her service she was offered a rate of $per month with the same service that she has.Ms*** states that she noticed that her premium channels and the DVR service was not workingMs*** called in and was offered to speak with tech support or the cancellation department.Ms*** states she was put on a new 2-year agreement and she is not getting the rate that she was offeredMs*** would like the offer that she was given on March 3,of $which was to include Cable TV, 75/and Multi room DVR with the Premium channels or to cancel the service without and termination fee Frontier has investigated the above statements and offers the following response: Frontier has reviewed the account and we show that the premium channels were removed from the account however the Multi room DVR service should be working now.Frontier reviewed Ms*** account and determined that, due to a system error, Ms.*** was billed incorrectly.Frontier advises that the correct price would be $plus taxes and fees which would include the 75/speed with the Extreme package and DVR box good for monthsFrontier has made notes to the account that if the customer disconnects due to this error the termination fee would be waived.Frontier has issued a credit in the amount of $and called to review the case with Ms.*** and left messages 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 *** *** 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 and the account has a zero balance.Frontier advises there is a fee of $when a customer discontinues broadband service, the fee is not seen on the current statement and Frontier has advised Mr*** the fee may be charged.Frontier advises on March 22, Frontier spoke with *** *** and advised him of the above mentioned.Frontier advises *** *** has a direct point of contact to Frontier for any further assistance with this issueWe 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 *** *** bringing this matter to our attention The Complaint states that: Mr***
advises he is disputing the prorated charges on his 10/13/billing.Mr*** also advises he had a negative experience with a Frontier representativeFrontier has investigated the above statements and offers the following response: Frontier advises credits of $have been applied to Mr***’s account for the prorated charges and late payment fee that occurredFrontier advises Mr***’s negative experience will be investigated and addressed accordinglyFrontier has contacted Mr*** and advised of the above statementsMr*** is satisfied with this resolution 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

Frontier has waived the charges for Mr***

Thank you for referring the rebuttal of *** *** to our office for review. We appreciate Mr*** bringing this matter to our attention The Rebuttal states that: Mr*** advises that Frontier sent technicians to his residence on April 10, to troubleshoot problems relating to slow internet speeds, and the technicians were able to repair the Tline that had not been operating. Mr*** advises that his internet speed has not improved after the technicians came out and fixed his lineMr*** advises that multiple Frontier agents have told him that the equipment in his area is antiquated and not scheduled to be upgraded in the near futureFrontier has investigated the above statements and offers the following response: Frontier advises that after further analysis was done by their construction and engineering departments, it was determined that it would be possible to make upgrades to the network that would allow for faster speeds, and Frontier proceeded to send a team out to perform the network upgradeFrontier advises that Mr*** agreed to upgrade to a new internet and phone bundle package at a promotional rate of $per month for year and $per month starting with the 13th month.Frontier spoke with Mr*** on April 27, and scheduled a technician visit for May 1, 2018. He was advised of the technician visit fee of $75.00, to be split into installments. Frontier will follow up to ensure that the customer is satisfied with the new internet speedsWe trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr*** 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
Just received a new Frontier invoice that has $past due with collection threats Still not resolved
Regards,
*** ***

Customer Name: *** Lyons Phone: ***
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: *** states that had received a bill for over $and have it has been very difficult to reach someone to rectify the situation Frontier has investigated the above statements and offers the following response: A Frontier Representative spoke to Mr*** on August 18, and he explained that he had his account for less than thirty day and had several repair calls that no one came or called. When Mr*** decided to disconnect service he was charged an early termination fee of $200. Frontier issued the credit of $for Mr*** termination penalty. We also issued credit for $for installation of internet that never took place. Mr*** has a balance of $after a credit balance was transferred from a previous account *** *** held. We transferred this credit with her permission We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrand Mrs*** has experienced as a result of the above matter

Frontier CommunicationsComplaint Number: *** Company
Code: Click here to enter
text.Customer
Name: Teresa
Leka Phone: ###-###-####Thank you for referring the
complaint of Teresa
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: *** stated that she rented two movies and could not view the movies because it was skipping.Customer advised she contacted Frontier requesting credit and was refused credit.Mrs*** states that she would like a full refund on the movieFrontier has investigated the above
statements and offers the following response:Our records also reflect that the customer did rent two movies on 11/18/2016.At the time customer contacted Frontier the movies were no reflecting on the customer’s bill.The movies rented have since been credited to the customer’s account in the amount of $7.98.We have spoken to Mrs*** and advised that the credit has been issued and that it can take 1-bill cycles to reflect on the billWe trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that MrsLeka
has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***.In
Frontier's statement, they are insinuating that they are reimbursing me for the full amount that they originally agreed to and approved I want it on record that Frontier is NOT reimbursing me for the entire amount, even though they have approval for the entire amount on recorded phone calls However, I just want this matter over and done with so I will accept their lower offer Frontier is also stating that a credit for the new amount will be on my March 10th phone bill If it is not, I will immediately re-open this case.Thank you,
*** ***

Frontier confirms that Ms*** was advised on August 14, that the contract she is currently on would be removed and would be not charged for any early termination fees.Frontier states credits in total of $were added to Ms***’s account which covers all phone and internet early
termination fees, Ms***’s revised balance due is $28.87.Frontier advises Ms*** was contacted on November 14, and advised of the above 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 *** *** bringing this matter to our attention The Complaint states that: *** *** states he has been billed incorrectly by Frontier, *** ***’ s account was not reflecting the
promotions and discounts he was eligible for Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account Frontier has adjusted the account to reflect the promotions Mr*** was qualified for.Frontier advises that Mr*** has cancelled services with Frontier and the account has also been adjusted to reflect the amount of active days of service with Frontier.Frontier has spoken with *** *** on June 14, 2017, and advised him Frontier has made the appropriate adjustments to the account and he will be receiving a revised billing statement 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 CommunicationsThank you for referring the
complaint of *** *** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: *** *** is stating he has missed
appointments for tech visits when he tried to transfer his services to new location.*** is also requesting reimbursement for loss of business and emotional distressFrontier has investigated the above
statements and offers the following response:Frontier records reflect that there were three (3) trouble tickets for Mr***.On May 17, trouble ticket was created and cancelled by customer.On 05/troubled ticket was completed.On 06/trouble ticket created and completed on 06/and customer verified all services were workingPer Frontier policy, we do not reimburse for loss of businessWe have made several attempts to reach customer however could not reach customer because number is disconnectedWe 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 Specialist: Tocoma
K. Department:
General ManagerTelephone
Number: ###-###-#### Fax
Number: ###-###-####

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 is disputing charges for a product called Fsecure that has been automatically debiting
from her bankMs*** states that she first noticed these charges applying in October even though she has no knowledge as to what Fsecure is nor did she ever speak to Frontier and agree to this productMs*** states that she has tried to call multiple times to cancel the account and have the charges reversed, however after an hour on hold the automated system would disconnect the callFrontier has investigated the above statements and offers the following response: Frontier records confirm Ms*** does not have an official account with Frontier, but a standalone Frontier Secure (Fsecure) account, created November Standalone Fscure accounts are handled through a specific department as Frontier’s front-line agents to not have access to these types of accountsFrontier confirms that Ms***’s Fsecure account was successfully cancelled effective 4/11/and further charges for this service should not applyFrontier confirms that the name, address, and email originally provided to the Fsecure team for this service matches those provided by Ms*** in this complaintThis is also the email that Frontier sent all confirmation emails for Fsecure with details and contact information.Frontier has reached out to Ms*** and advised that she will need to contact the Fsecure team directly at ###-###-#### to discuss any credit or reversal of chargesMs*** stated she would have no further dealings with FrontierWe 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 he requested his services before the transition from Verizon to Frontier Communications
Frontier has investigated the above statements and offers the following response: Frontier advises after reviewing the account it has not found a request for disconnection of services of Verizon services before the transition to Frontier from MrDaxon.Frontier advises it has not found repeated calls for disconnect or inquiry why services haven’t been disconnected. Frontier advises after reviewing the account our records indicate on September 29,that Mr*** is calling in and speaking to our collections department and inquiring about a payment attempt made on September 27, to restore suspended services Frontier advises that the account was disconnected due to nonpayment.Frontier advises that after review of the account the charges are validWe 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 has offered three adjustments of $and one final adjustment of $to correct the misquote for the term of one year.Frontier has offered Mr*** complementary service for the month of February.We regret
any inconvenience that Mr*** may have experienced as a result of the above matter

Te Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Ms*** stated she found the satellite internet unsatisfactory and kept it only because there was a
substantial Early Termination FeeShe saw an alert on the back of her bill stating that the high speed internet would automatically renew on August 29, She called Frontier in July and stated she was told that the auto-renewal would be cancelled and issued an order to cancel the satellite internet service on August 28, She was billed an Early Termination Fee of $for the satellite internet service.Ms*** stated she called Frontier multiple times to get a return kit for the satellite equipmentIt finally arrived after she had been billed a total of $for unreturned equipment.Ms*** advises she ordered Frontier’s broadband service but was never able to use it because she never got a modem, despite multiple attemptsShe decided to disconnect her service entirelyFrontier has investigated the above statements and offers the following response: Frontier advises that there is a credit for the $Early Termination Fee showing on the Frontier November 1, bill.Frontier sent a request to the satellite broadband provider as Ms*** did return the equipment to the Rochester, NY centerA hold has been placed on the account for the amount of $until the credit comes throughFrontier credited Ms*** for all charges related to Frontier Broadband: activation charges, shipping and handling charges and late chargesThe total credit issued was- $The phone service will prorate back to the date the number was ported outFrontier will be following up with Ms*** to review the next bill, which is the December 1, bill to ensure the system generated proper prorated creditWe 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