Frontier Communications Corp.

Frontier Communications Complaint Number: [redacted] Company Code: Frontier Customer Name: [redacted] *** Phone/Account: [redacted] [redacted] Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate his bringing this matter to our attention The Complaint states that: Mr [redacted] was porting his phone number from [redacted] to Frontier in September of He was provided a temporary phone number of [redacted] to expedite the process of restoring serviceMr***’s account of [redacted] was ported in shortly after, but the temporary account continued to billMr [redacted] made multiple calls to Frontier to resolve the duplicate account billingMr [redacted] moved to Oregon in December of and called to confirm cancelation; he also shipped back his equipmentMr [redacted] paid $and $in separate transaction to keep from being turned over to collections Mr [redacted] requests his account balance be cleared up and his overpayment be returned to him, totaling $ Frontier has investigated the above statements and offers the following response: Frontier records reflect an account [redacted] established on September 7, 2016, and an additional account [redacted] established on September 15, at the same location A request to terminate account [redacted] was placed, however it continued to bill until February 8, The account overbilling has been credited back to the account, leaving a credit balance of $A request to terminate account [redacted] was placed December 21, The account overbilling has been credited back to the account, leaving a credit balance of $Total refund to be issued to Mr [redacted] is $ We will request to expedite the refund Please expect a refund with days We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Brian M [redacted] Department: Customer Relations

Frontier has investigated the above statements and offers the following response: Internet speeds are based on multiple variables including limitations of the computer, time of day, distance from the central office, etc Frontier has investigated Mr ***’s account and has determined that he resides in an area where high Internet usage during peak periods could be affecting Internet service speeds and connectivity As stated in 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 Service subject to availability.” As a result, Mr [redacted] is subscribing to the service tier as fast as Mbps and receives as fast as 3.7- Mbps Mr [redacted] subscribed to Internet service at the lowest rate available – $per month Frontier continues to work toward a solution that will improve Mr***’s Internet Given that many factors could impact the timing of an upgrade, we cannot guarantee any specific date for project completion A Frontier consultant has been in direct contact with Mr [redacted] and advised Frontier is providing the best landline Internet connection it can provide to his location at the current timeWe regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter.”

Thank you for referring the complaint of *** [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he was billed an early termination feeMr [redacted] indicates that his account was renewed without his approvalFrontier has investigated the above statements and offers the following response: Mr [redacted] ’s account was automatically renewed on June 23, Frontier offers this automatic renewal service as a courtesy in order to allow our customers to continue to receive monthly credits and discountsFrontier lists the contract dates and the automatic renewal policy on each monthly invoice.Frontier advises the early termination fee is a valid chargeFrontier spoke with Mr [redacted] on April 12, and advised the above information and no adjustments would We trust that this information will assist you in closing this complaint We regret any inconvenience that Mr(or Ms.) [redacted] may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: · Frontier sincerely apologizes for the problem in getting Ms [redacted] ’s services transferred and installed · Along with the $credit already issued on 06/11/15, there was an additional credit issued of $ · Ms [redacted] will see this credit on her next statement We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionFrontier spoke with Mr [redacted] regarding his billing concernsFrontier reviewed calls from Mr [redacted] and our representatives and determined that Mr [redacted] was misquoteFrontier advised Mr [redacted] a credit has been applied to his account in the amount of $for billing overages and inconveniencesIt was advised that the remaining balance on the account is $for a past due balance from August and for service for September - October 26, Mr [redacted] advises he does not agree with the balanceFrontier advised the balance is sustained as validHe expressed he is not satisfied with Forntier finding and resolutionWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that they have experienced as a result of the above matter

Thank you for referring the complaint of to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that Frontier continues to over bill for his servicesFrontier has reviewed the above statements and offers the following response: Frontier spoke with Mr [redacted] to advise after reviewing account applicable credits have been issued.Frontier issued order to add applicable discounts to account.Frontier advised the Mr [redacted] by email his new balance.Frontier advised that Mr [redacted] is satisfied with resolution.Mr [redacted] has direct contact informationWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she is being billed for a full month of service even though she wanted to end her services earlier Frontier has investigated the above statements and offers the following response: Frontier records show that Ms [redacted] contacted Frontier on January 22, to terminate her Frontier servicesFrontier advises that the Ms [redacted] ’s bill cycle is the 22nd of every monthFrontier advises that the January statement was already processedFrontier advises that the order to terminate services was completed on January 23, Frontier advises that an adjustment in the amount of $has been applied to Ms [redacted] ’s account for the charges on the January 22, bill statementFrontier advises that the adjustment will be reflected on the final statementFrontier spoke with Ms [redacted] on February 1, to review this information with her We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Thank you for referring us the case of [redacted] to our office for review We appreciate you bringing this matter to our attentionIn the complaint, the customer stated he experienced his new service connectedWe called and spoke with [redacted] on March 15, On March 16, we contacted the Local ManagerA repair ticket was generated and the customer’s internet was restored on March 17, We requested that the customer call when he receives his first bill so that we can ensure that it is correct and adjustments processedThe customer has our direct contact information We apologize for any inconvenience this may have caused the customer We trust this information will assist you in closing this complaint.Frontier Communications

Frontier has investigated the above statements and offers the following response: Frontier advises that they have validated the service order number ( [redacted] ) provided by Mr [redacted] .Frontier advises that the consultant offered Mr [redacted] a promotion that Mr [redacted] does not qualify for as he has already received the promotion for the one year duration.Frontier has internally addressed the coaching opportunity in relation to this complaint.Frontier advises that they will honor the quote on extending the $promotional discount for an additional year.Frontier advises that the service order ( [redacted] ) placed to activate the promotional discount.Frontier advises that a billing adjustment has been applied to correct the October 17, billing statement We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] B [redacted] may have experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] is disputing his bill for services from FrontierFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account an adjustment has been made to correct the cost of service.Frontier advises follow ups have been created to ensure the account is being billed correctlyFrontier advises on March 16, Frontier spoke with [redacted] and advised him of the above mentioned.Frontier advises [redacted] 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 [redacted] has experienced as a result of the above matter

Per Frontier records, Mr [redacted] was billed for an additional account in error This Account is currently inactive with a disconnect date of 6/10/ A second account began to bill in error when he switched his services to another provider We have removed the balance of $ on account number: [redacted] and have submitted a request for his account to be pulled from [redacted] Mr [redacted] understands and is satisfied with the resolutionCase closed

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she has experienced a delay on getting her Internet services set up with Frontier Frontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s services were installed on January 5, Frontier advises that an adjustment in the amount of $has been applied to Ms***’s account and will be reflected on her next statementFrontier spoke with Ms [redacted] on January 10, who confirmed her service is workingFrontier advises that several attempts were made to contact Ms [redacted] to discuss this issue further but was unsuccessful speaking to her further.Frontier has mailed Ms [redacted] a letter with direct contact information if she needs any further assistance We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention The Complaint states that: Billing higher than agreed rate Frontier has investigated the above statements and offers the following response: Our records indicates prior to Mrs [redacted] November 22, billing statement, her monthly total was averaging around $+ taxes & surchargesNovember 12, 2016, Frontier Communication offered a new package deal by upgrading Mrs [redacted] internet speed from 50/to 100/100, along with upgrading her TV package from FiOS TV Select to FiOS TV Extreme HD at a monthly price of $90.97.Once her November 22, billing statement printed, some of the promotional discounts did not appear, making her monthly rate $+ taxesCorrections were made toward the account, and credits have been applied totaling $In addition, Mrs [redacted] monthly charges are now $+ taxes & surcharges We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have already been issued the creditsI am thrilled that I will be able to replace the money that I had to borrow from my Disney vacation fund [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, ***

Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advised she was bill for services from Frontier she never receivedFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on April 6, 2018, and reviewed account.Frontier found Ms [redacted] never had service with Frontier, due to a system issue she was billed for an account that was not activeFrontier cleared this account to zero and has reported this to the credit bureauWe trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter

A Frontier Representative has successfully contacted Mr [redacted] .After further investigation, Mr [redacted] had set up television services with Frontier on 03/18/Mr [redacted] had several issues with the DVR, and set top boxes upon installationTechnical support had submitted a repair ticket however Mr [redacted] cancelled his television services with Frontier on 03/22/2017.Mr [redacted] received a total credit of $due to he was charged an installation charge, and for the television services as they did not work upon installation

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he was billed a broadband processing feeFrontier has investigated the above statements and offers the following response: Frontier advises there is a fee of $when a customer discontinues broadband serviceFrontier advises that this fee is to cover the cost of processing the disconnection of the service at the central office or remote facilityFrontier spoke with Mr [redacted] on April 12, and explained the information aboveWe trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises that she is not being billed correctly for the services that she was offered by Frontier Ms [redacted] states that she was paying $for her Internet services prior to the changes that were made and now she is being charged $ Frontier has investigated the above statements and offers the following response:Frontier advises that there were errors in the offers that were made to Ms [redacted] The correct rate for the service that Ms [redacted] subscribed to is $before applicable taxes and surchargesFrontier advises that an adjustment in the amount of $for the errors on the November statement has been applied to Ms [redacted] ’s accountFrontier also advises that and an additional $adjustment was issued for the installation charges for the television that were billed in errorFrontier advises that the cost for the Internet service was $and Ms [redacted] was receiving a monthly credit of $to give her a rate of $for one yearFrontier advises that the promotion for the $rate ends March Frontier advises that the cost of the Internet has increased by $for a new rate of $Frontier advises that an adjustment in the amount of $has been applied to Ms [redacted] ’s account for the difference in pricing to the end of her termFrontier advises that these adjustments will be reflected on her next statementFrontier spoke with Ms [redacted] on December 13, to review this information with herWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Frontier Communications Thank you for referring the complaint of Ms [redacted] - [redacted] of [redacted] of AZ to our office for reviewWe appreciate Ms [redacted] - [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] - [redacted] is concerned about the billing issue being correctedMs [redacted] - [redacted] request to make sure all late fees and connection fees are wavedFrontier has investigated the above statements and offers the following response: Frontier has reviewed the billing issue and advised the credits will be on her next bill statement.Frontier as also made sure we have address all late fee bill while waiting for the resolution as well as the connection fees.Frontier and Ms [redacted] - [redacted] have gone over the remainder of the balance on the accountWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] - [redacted] of [redacted] of AZ has experienced as a result of the above matter Frontier Specialist: Marcia S Department: Office of the President Telephone Number:###-###-#### Fax Number: ###-###-####