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

Thank you for referring the complaint of *** M*** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms*** bundled her phone with Dish Network, she cancelled her Dish Network on August 28, so she had a credit
due when she received her September bill but there was still a charge for DishShe called Dish and was put on a conference call with Frontier to advise that she did not owe them Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on October 13, and advised that the reason Dish showed paid in full is because Frontier paid them on her behalf and she is to reimburse FrontierFrontier sent Ms*** a breakdown of her monthly charges and payments on October 13, dating from October 27, to October 6, Ms*** advised she will reviewFrontier spoke to Ms*** on October 17, and she had not had time to reviewMs*** has our direct contact 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 *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms***’ modem crashed on 7/22/and she was told by Frontier that a new modem would be drop-shipped
Ms*** was then advised a technician would be coming to her home on 7/29/for repair, however this did not occurMs*** states that as of 8/2/her internet service was still yet to be repaired and that she would like for it to be fixed as well as credit applied Frontier has investigated the above statements and offers the following response: Frontier records show a Trouble Ticket was placed on Ms***’ account on 7/26/with a commitment date of 8/1/On 7/29/2017, Frontier applied a $credit to Ms***’ accountOn 8/1/2017, Frontier records show a Technician was dispatched successfully for the Trouble Ticket and was marked as Complete on that same dateOn 8/3/2017, Ms*** spoke with a Frontier Office of the President agent who confirmed that services were now working properly and confirmed the $credit that had been appliedOn 8/25/2017, an additional credit in the amount of $was applied to Ms***’ account for her time out of service 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 Specialist: Amanda B*** 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 experienced Internet and television issues with her Frontier services
since the transition from Verizon to Frontier.Ms*** advises that she was not receiving her monthly Frontier statements in the mail since the transition from Verizon to Frontier.Ms*** also advises that she has not received the adjustments to her account that she was promised for her service issues. Frontier has investigated the above statements and offers the following response:Frontier investigated Ms***’s account and found that Ms*** was subscribed to Frontiers online billing program and was enrolled in paperless billingFrontier spoke with Ms*** on September 1, Ms*** confirms that her services are functioning properly nowShe also advises that she is receiving her paper statements in the mail nowFrontier reviewed the adjustments to Ms***’s accountFrontier advises that an adjustment in the amount of $was applied to Ms*** June statement from FrontierThis adjustment covered the service issues that Ms*** experienced during April and May.Frontier issued an additional $adjustment on September 1, to cover the service issues Ms*** experienced in June.Ms*** was satisfied with the resolution and the adjustments made to her account. 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

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,
*** ***
After writing a review to Revdex.com, my call was placedon 7/within a few days the cable was taken care of by Frontier I disagree with the statement of trying to contact me and leaving messages and I have not responded That is such a lie!!! The only way to contact me is via cell phone and I can prove they have not tried to contact me In fact, I had to make several phone calls to them once a week and even my neighbor called I had called and they told me they had no knowledge of me calling

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 did contact me, but the issue has not been resolved to my likingJust because I may not have called on each and every disconnect, does not mean my service was working properly, if at allMany times I would wait a day or two & sometimes a week, to allow my service to be restoredI"m typically not one to call and complain, but my issue has gone on for far too long without resolveI had a Frontier Tech tell me face to face that Frontier feels it is not in their best interest to put the needed money into our community bacause the market is too small and not worth it on Frontiers endIf one were to go online, Facebook, on 'Online yard sale for Round Valley', & search the site for keyword Frontier, that person would be overwhelmed with negative Frontier remarks/questionsMy issue is not just isolated to me, it is definitely an area wide issue for the communities of Springerville & Eagar, if not many other rural communitiesFrontier is providing a service at full cost, with received services half that at bestThey should be forced to repair our community issue, as well as refund for services not receivedThey want their money for a crappy at best service, but then claim ignorance once we call inThe local community does not have many options & therefore most are forced to use Frontier if they want lousy service at bestPlus, the last lady I spoke with at Frontier, in regards to this complaint, was rude at best & not willing to admit fault on their partFrontier for our community is a joke & may find themselves in court with a class action lawsuit filed by the localsHow is a company like this allowed to get away with robbery of a consumer product? It's time they be held accountable.
Regards,
*** ***

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 he would like Internet service, but has been advised that Frontier internet is not available in his area Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** on June 19, Frontier advises that Internet service from Frontier is not available at Mr*** location at this timeOn June 20, Frontiers Engineering Department confirmed that we do not offer internet services in Mr***’s area 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 *** *** 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

Per Frontier records, as a Verizon customer, Mr*** billed approximately $+ taxes monthly. Mr*** previously billed more due to the promotions not being added to the account. Mr*** spoke to a Frontier agent on 2/11/and the promotions were
added back with order number ***. He currently bills $44.99/FDV + $89.99/FIOS 75/Data + $68.99/Custom Essentials + $19.99/HBO + $9.98/Cable Cards + $11/Security Cloud + $4.75/NonPublished Listing = $- $58.99/Promo - $14/Promo - $14/Promo - $14.99/Promo = $+ taxes monthly I spoke to Mr*** and explained the error. As a courtesy, I adjusted the 1/19/billing statement for the difference in price billed and price quotedThe total credit for the January billing statement is $101.43. If Mr*** should have any other questions or concerns, he has my can be reached number of *** *** *** ext ***. Case closed

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: *** *** 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

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

The Complaint states that: Mr*** advises that he had services installed on April 15, Shortly after the tech left the internet stopped workingMr*** advises that when he called he was advised that the account was not set up completelyAfter several calls and reporting his service out of service, a month late Mr*** decided to cancel his serviceMr*** advises that he is being charged for services that he never receivedFrontier has investigated the above statements and offers the following response: Frontier advises that after a thorough audit of the account, we have issued a credit toward Mr***’s accountFrontier advises that a refund will be issued in the form of a check, please allow days to receiveFrontier spoke to Mr*** on August 3, to advise

The Rebuttal states that: Ms*** was quoted $150-$160+ tax per month for her Frontier services plus HBO and Showtime free for monthsMs*** also states that she has not been charged as quoted for August, September and October Ms*** also states that August and October bill cycles have been adjusted but September was not Frontier has investigated the above statements and offers the following response: Frontier reviewed the customer’s account and found she did not qualify for HBO and Showtime free for months.Frontier has agreed to honor the quote of HBO and Showtime free for months and submitted a subsequent adjustment to remove any fees charged on her billing statements.Frontier also states that a representative spoke with Ms*** on October 20, to advise of above resolution and Ms*** confirmed resolution was satisfactory

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. I have been credited the full amount owed. That being said, I find the timing of the review on 3/by Frontier to be suspect and I can only assume I am being granted a credit due to the complaint and subsequent contact by myself and the Revdex.com. Frontier had no intention of granting me a credit based on my personal complaint to the company itself. I still believe the company has fraudulent business practicesI greatly appreciate the Revdex.com and their quick submission of the complaint to Frontier. Without the Revdex.com's involvement, I do not feel I would have been granted a resolution
Regards,
*** ***

Thank you for referring the complaint of Ms*** ***-*** to our office for reviewWe appreciate Ms***-*** bringing this matter to our attentionThe Complaint states that: Ms***-*** is stating that her Internet service is not workingFrontier has investigated the above statements
and offers the following response: Ms***-*** did contact Frontier on April 19, to inform us that her Internet service was not workingA Frontier technician did repair the Internet on April 25, 2016.Frontier did do an adjustment on Ms***-***’s account of $for the outage of the Internet serviceWe did contact Ms***-*** on April 26, and verified that the Internet service is now up and runningWe 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. Thank you so much
*** ***

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 he moved the beginning of the month and advised Frontier that he wanted to cancel his service and Frontier
would not let him disconnect and he advised that he would not pay anymore. Mr*** advises he is getting calls from the people that bought his house that they want to get new service and they cannotFrontier has investigated the above statements and offers the following response: Frontier investigated and advises that an order was placed on September 22, and dated back to August 31, to disconnect his service.Frontier advises that credit was issued today in the amount of $to zero out his account and he will not owe anything further.Frontier attempted to reach Mr*** to advise of the above but was unsuccessful. Frontier left a message for Mr*** that included direct contact informationWe 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 Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises Frontier disconnected the internet service while there was a billing dispute on the
account.Ms*** advises a request was made to have the TV and Telephone service disconnected on September 27, 2016, and only keep the Internet serviceThe disconnection did not happen and she continued to be billed for all three servicesFrontier has investigated the above statements and offers the following response: Frontier advised a disconnect order was placed on November 11, 2016, to discontinue the TV and Telephone service and the order was backdated to September 26, 26, This action corrected the billing for the servicesFrontier issued credit in the amount of $on November 28, 2016, for the early termination fee, late payment charges and one month of internet serviceFrontier advises internet service was restored on November 28, 2016.Frontier spoke to *** *** on November 28, and advised of the above statementsWe 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 *** *** our office for reviewWe appreciate bringing this matter being brought to our attentionThe Complaint states that: *** *** advises his Frontier account has billed incorrectlyFrontier has investigated the above statements and offers the
following response:Research determined on January 20, Mr*** was quoted $plus taxes and surcahrges for a total of $Research determined this was a misquoteAccount research shows credits have been applied for the missing bundle discount since 2016.Records show $installation fee billed on bill date 02/01/On 02/20/a credit of $was pplied to the installation feeOn bill date October 1, Mr*** was billed $for tech iscolation feeRecords show a credit of $was applied to the fee and reflects on bill date November 1, On June 5, Mr*** was offered a year term for $plus taxes and surcharges or $plus taxes and surcharges with no termMr*** declinedMr*** is aware going forward he will bill $excluding applicable taxes and surchargesA Frontier representative attempted unsuccessfully to reach Mr***A contact letter was sent on June 19, We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that *** *** has experienced as a result of the above matterFrontier Specialist: Amy B*** Department: Consumer Relations