Frontier Communications Corp.

Our expectation is that all Frontier’s customers have a positive experience when they call into our office. In the rare instance, a customer has a less than positive experience; we accept responsibility for our mistake and assure we are taking the necessary steps to prevent it from happening
in the future, and will refer this to the appropriate business unit for review and training purposes. Frontier is unable to issue any disconnect orders without first talking to her. Several attempts to contact Ms*** to discuss her concerns have been unsuccessful and messages have been left that included direct contact information

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 when she called into Frontier to cancel services a representative advised
there was an order on her account that stopped the cancelation of her services Frontier has investigated the above statements and offers the following response: Frontier found that Ms***’s account did in fact have an order that needed to be deactivated in order to process a cancelation of services.Frontier deactivated the order and placed a cancelation of service order and dated it back to the date Ms*** called in which was on 10/28/16.Frontier has attempted to call Ms*** three (3) times, 11/28/16, 11/30/and 12/1/with no success.A Frontier representative left their information for Ms***, if she has any other questions. 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 you bringing this matter to our attention
The Complaint states that:
• Customer is not satisfied with the time to receive refund check
Frontier has investigated the above statements and offers
the following response:
• After further review, refunds are scheduled to be mailed days after disconnection of services, where customer will receive a Citibank Prepaid Visa Card
• Frontier Communications made unsuccessful attempts to reach customerWhen trying to call, his phone ring once, and then a recording comes on advising mailbox is not set up
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs*** has experienced because 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. The issue's were resolve on or around 01-15-The local and out of state staff did their best to keep me informed on any test or progress they had madeThe local staff went as far as giving me their personal phone numbers and encouraged me to call when the odd issues were happening; so that they could monitor it while it was happeningThey also tested multiple pieces of equipment in their quest to resolve the issues I was experiencingWhile it took sometime they did persist and persevere solving all problemsI am now very happy with the service they are providing, and it is now rock solid service
Regards,
*** ***

Frontier advises that account *** included Business (***3, ***1, and ***3) phone lines and Business Internet service.Frontier finds that trouble tickets were placed from July to October for Internet service outagesThere were a total of days of reported Internet
outage during that time the service was activeFrontier finds there were no reports of phone outages on account number ***.Frontier advises that credits for a total of $were applied to the account for the time without Internet serviceFrontier finds that as a courtesy, additional credits were applied to the account to waive installation fees for a total of $90.00.Frontier finds that no payment has been made to the account since it was established on July 6, 2016.Frontier finds that the service was temporally interrupted by Collections for non- pay on November 30, 2016. Frontier advises that as a courtesy, we have waived all late fees on the account in the amount of $74.00.Frontier finds that the account has been complexly disconnected by Collections for non-pay with an effective date of November 30, 2016, based on the service interruption dateFrontier has agreed to waive any Early Termination Fee that would apply to the account based on the Internet repair history. Frontier advises that all system generated pro-rations waive all charges back to the November 30, disconnect date will print on the February 1, statement. The remaining charges will be a final amount due for service provided. *** ***/*** *** will be responsible for the balance due after the system generated corrections are applied.Frontier reached out to Ms*** by phone on January 17, 2017, January 18, and January 19, Frontier was only able to leave voicemails with direct contact information

Thank you for referring the rebuttal complaint of Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The Complaint states that: Mr*** advised that he has a billing discrepancy with Frontier. Frontier has investigated the above statements and offers the following response: Frontier called and left several messages for Mr*** and sent an email with direct contact information.Frontier spoke with Mr*** on November 6, and advised our records show his pricing is at $till March 7, Frontier advised Mr*** he can down grade or change his bundle at any time without penaltyWe discussed a few options and Mr*** decided not to make any changes. 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 Revdex.com bringing this matter to our attention The Complaint states that: Ms*** states that she contacted Frontier on August 1, to disconnect her servicesShe was advised that services would be disconnected on August 28, 2017, which is the account bill cycle date. Ms*** states that she should not have to wait until that date to disconnect services and be billed through the remainder of the month Frontier has investigated the above statements and offers the following response: Frontier advises Ms*** is still within the Terms of Service opt-out period to keep services billed thru date of disconnect and received partial billing for services used, as that period would end August 30, 2017.Frontier has adjusted the disconnect billing end date to be August 1, as requested by Ms***The September/October billing will reflect disconnect and adjust the partial amount due back to Ms*** as she has already made her payment.Frontier was unsuccessful in reaching Ms*** to advise of the above 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 attentionThe Complaint states that:Ms*** advises she has experienced difficulty with slow internet speedsMs*** is requesting Frontier to upgrade equipment for
faster speedsFrontier has investigated the above statements and offers the following response:Frontier advises that Ms*** pays $per month for her Frontier Internet service, the lowest price availableFrontier has investigated Ms***'s account and has determined that Ms*** resides in an area where high Internet usage during peak periods could be affecting Internet service speedsFrontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Ms***'s area at this time.A Frontier representative attempted unsuccessfully to reach Ms***, however direct contact information was providedWe trust that this information will assist you in closing this complaintWe regret any inconvenience that *** *** may have experienced as a result of the above matter.Frontier Specialist: Amy B*** Department: Consumer RelationsTelephone Number: *** ** *** Fax Number: ###-###-####

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this
matter to our attention The Complaint states that: Mr*** states he was billed for service by Frontier after it was disconnected Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that the order to disconnect Mr***’s service was issued on August 15, 2017.Frontier advises that a one-time courtesy credit was applied to Mr***’s account on October 20, in the amount of $A Frontier representative spoke with Mr*** on October 20, to advise.Frontier provided Mr*** with the direct contact number for a Frontier representative 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 find that this resolution is satisfactory to me. But this change will take effect on 11/30/2017, so please so do not close this matter until 12/1/and everything is taken care of!
Regards,
*** ***

Thank you for referring the complaint of Mr*** to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: In addition, to credit in the amount $being issued an additional credit of $was issued to the accountPlease allow up to days for receipt.Our records indicate that a Return Authorization (RA) label was delivered via UPS on February 16, On February 23, another RA label was shipped to the customer’s addressOn February 23, I spoke with Mr*** regarding his concernsDuring this contact, I advised Mr*** that I issued an Mr*** my contact me directly at 1/###-###-#### should he require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** may have experienced as a result of this matter Sincerely, *** MFrontier Executive Relations

account zeroed out officially on 8/24/no outside credit reporting

Thank you for referring the rebuttal of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The rebuttal states that: Mr*** states that while the damaged equipment was repaired on his property by Frontier, the credit that he received for his troubles was insufficient Frontier has investigated the above statements and offers the following response: I spoke with Mr*** on December 12, and advised that additional credit of $was applied to zero out his current balanceHe was satisfied with the outcome 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

On 10/28/I arrived home to find out that my cable service was not workingI spoke to Frontier on 10/29/and was informed no cable box was listed on my account therefore I was not able to was Video on Demand or other channels such as HBO
The tech came out on 10/and apologized for not having any cable box listed and did a speed testThe tech went ahead added a TV package deal to my service and I was advised to call Frontier and explain what happen and working on pricingThe tech went ahead and updated my box and notated my serial numbers for my cable boxesThe speed test determine I am not getting the speed I am paying forThe tech advised me to downgrade back to 50/
I have not called Frontier but did e-mail Gabrela Cobb who advised me to work with her at FrontierI am waiting for a call from MrsCobb to let me know how to fix my cable and internet packageAs the tech added a cable package at a higher price then I hadThe tech was not able to revert my cable back as it was before
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,
*** ***

Frontier has investigated the above statements and offers the following response: As a courtesy, Frontier has waived all install charges, disconnection fees, and service order charges.Frontier does charge a one-month minimum for services that are cancelled in less than days.At this time, the
balance on the account is $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

Customer Name: *** *** Phone:
###-###-#### Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr*** moved outside of Frontier Territory and he was charged an early termination fee Frontier has investigated the above statements and offers the following response: A Frontier Representative spoke to Mr*** on September 19, and advised the early termination fee had been credited from the account. He now has a credit balance and a refund check will be mailed to him at the address provided 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 *** *** bringing this matter to our attention The Complaint states that: Mr*** stated he was told there would be a $charge for disconnecting and he had not renewed his
contract Frontier has investigated the above statements and offers the following response: Frontier apologizes that Mr*** was misinformedHis contract was not renewed and expires on October 9, There is no Early Termination Fee when disconnection occurs on or after that date 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 find that this resolution is satisfactory to me.
Regards,
*** ***
Hello,I accepted the result as long as what I was agreed to with Verizon originally upheld to 02/03/as it was what I originally signed the contract with in an amount of $monthly and when I choose to cancel the service after 02/03/without any issues. Thank you,***

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 would like for this issue to remain open until I receive my refund months from nowIs that possible?
Regards,
*** ***

Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate this matter being brought to our attention Ms*** expressed concern regarding the Fios Digital Voice (FDV) Billing Telephone Number *** Frontier has investigated the
above statements and offers the following response: On September 09, an order was initiated to change the Billing Telephone Number (BTN) from *** to ***The service interruption on September 19, was related to the above telephone number changeCredits totaling $were issuedPlease allow 1-bill cycles for credit to post to the accountOn September 29, an order was initiated to change the BTN back to ***.Effective October 12, the customer ported the Fios Digital Voice telephone number ***to another providerWe 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