Frontier Communications Corp.

Frontier has investigated the above statements and offers the following response: Frontier has placed a collections override on Mr [redacted] ’s account as a courtesy so that his account is not disconnected for nonpayment.Frontier has investigated Mr [redacted] ’s account and has determined that Mr [redacted] resides in an area of high internet usage during peak periods could be affecting internet service speeds.Frontier advises that internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and Wi Fi network interference Customer speeds may vary over time.Frontier spoke with [redacted] and she advised she has no further questions or concerns We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: • Mr [redacted] advises he should be paying more than he agreed.Frontier has investigated the above statements and offers the following response:Frontier’s investigation found that Mr [redacted] changed his TV services from Frontier FiOS to DishNetwork on 09/22/2016.Mr [redacted] TV services are now being serviced by DishNetworkFrontier records reflect that a courtesy credit of $towards Mr***’s account.The credit will reflect on the customer’s bill in 1-bill cyclesWe 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: Tocoma K Department: General ManagerTelephone Number: ###-###-#### Fax Number: ###-###-####

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 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 review We appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she makes payments to Frontier using the automated system, but the payments never get applied to her account Ms [redacted] advises that Frontier needs to apply the payments she recently made totaling $to her accountFrontier has investigated the above statements and offers the following response: Frontier advises that when Ms [redacted] made her last payments, they were posting to her former account that is now closedFrontier advises that the payments have been transferred from the customer’s previous account to her existing account, and the reconnection fees were credited Frontier also advises there is no past due balance on the account, and her current balance is $122.98.Frontier spoke with Ms [redacted] on April 26, and advised her of the above information She was also advised that Frontier will follow up to make sure her next payment posts to the correct account, and Frontier provided her with direct contact information We 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I've already declined this solution it is the same resolution Frontier gave previously & I previously stated why I disagreeThe $credit was NOT to off set the HOT SPOT it was to off set the sudden increase in my bill in April, where a loyalty credit was removed from my accountI called and spoke with Carla who found me a new bundle due to my previous inquiry regarding pricing, this was prior to FRONTIER EVER getting back to me regarding the Revdex.com complaint.I am not satisfied with FRONTIER complaint executives taking credit for MY PERSISTENCE, when they did nothing to correct the fact that I was misinformed of what a HOT SPOT was (I was told it was my modem charge repeatedly & by multiple employees)The only one who could tell me what it actually was HENRY the Complaint Executive I first spoke with on the phoneI fought for a better price, my speed issues have not been resolved and I want reimbursement for the YEARS I was fraudulently billed for a service I didn't use and was told was something else, the HOT SPOT [redacted] ***

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises that the caller ID on the phone has not worked since the beginning of JuneHe called in about the problem and he was told it should be fixed by the end of the monthMr [redacted] called to tech support and after rebooting the set top box his phone went out of serviceTech support did get his phone working again, however, Frontier has investigated the above statements and offers the following response: Frontier advises that on July 11, the caller ID service was restoredFrontier has issued a credit of $as goodwill for the missing caller IDMr [redacted] will see this credit on his next statementFrontier sincerely apologizes for the inconvenience Mr [redacted] experienced due to the converting of systems 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

Revdex.com: I have received a new modem and my provisioning was changed from 3.3Mbps to 6Mbps I am consistently now receiving 6Mbps after the new modem and correction to the line provisioning 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, [redacted]

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Contract auto renewed without Ms [redacted] ’s knowledge and she was charged an Early Termination fee Frontier has investigated the above statements and offers the following response: Frontier has reversed the Termination penalty as Ms [redacted] should not have been charged since it was on auto renewal 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he had his account on autopay and it seems to have dropped off three months ago Mr [redacted] is requesting the late fees of $per month to be waivedFrontier has investigated the above statements and offers the following response: Frontier found that the auto pay is still turned off The last payment that was successful was on January 30, A payment failed on March 2, 2018.Frontier spoke with Mr [redacted] on April 23, and issued the $in late fees that were billed on the April and March statements, Mr [redacted] was satisfied with that.Frontier advised no payment has been received since January and autopay still seems to be off on the account.Frontier will continue to work with Mr [redacted] to make sure this auto pay issue is resolved quicklyWe 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The company has not provided any solution to resolve the issueThe company is fully aware of the less than acceptable service it provides, but is unwilling to fix the issue Regards, [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 Although, I would like for them to stop the collections issue/billing and credit back the billing to the 03/31/ Regards, [redacted]

Frontier Communications 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: Mr [redacted] advised that he cannot get ahold of customer service and his overall internet quality has gone downMr [redacted] advised he was told his bill increased due to a promotion expiringMr [redacted] advised he does not have time to wait for a technician to come out between A.Mand P.M Frontier has investigated the above statements and offers the following response: A Frontier Customer Service Representative has contacted Mr [redacted] and offered him a saves credit of $off his bill Mr [redacted] finds this fair.Mr [redacted] advised he spoke with technical support who state all signals are fine and wanted a Frontier technician to look into Plano/Allen area A representative tried to reach Mr [redacted] to get a date and time when he would be able to discuss with at technician but customer never responded 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 Frontier Specialist: Gabriela C [redacted] Department: Consumer Relations Telephone Number: ###-###-#### Ext Fax Number: ###-###-####

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: [redacted] states that he has been waiting for Frontier to make an adjustment to his closed account with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that Frontier has reviewed the account and the account has been issued a credit to Mr [redacted] ’ s accountFrontier has made several attempts to reach [redacted] ; however, Frontier has been unsuccessful in speaking with him.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 [redacted] bringing this matter to our attentionThe Complaint states that: Ms[redacted] states that in July she was offered a Frontier package for less per month with more services then she hadMs[redacted] states her service was installed however when the service technician completed the install Ms[redacted] did not have service working and her land line number was changedMs[redacted] was provided with equipment that she did not order and has spent many hours on the phone attempting to get service repairedMs[redacted] states that she cancelled her service and now she is being sent to collection for $Frontier has investigated the above statements and offers the following response: Frontier reviewed the case and we show that credit has been issued to the account in the amount of $The remaining balance is and the account balance has been updated with all departmentsFrontier reached out and spoke with Ms[redacted] 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] This has not been resolved 9/24/17I also indicated to the representative to email me only, because of a hectic scheduleI also spoke with Citi re: my refund they say it will be processed, but I have heard that many times before.I WILL CONSIDER IT RESOLVED WHEN I GET MY REFUND At that time I will notify the Bureau Thank you so much [redacted]

Frontier Communications Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms [redacted] advises is requesting a credit adjustment for disputed chargesFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on June 27, and advised that Frontier has approved a credit adjustment in the full amount as requested Ms [redacted] is satisfied that the billing issues have been resolved 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 Frontier Specialist: Lori F [redacted] Department: Customer Relations Telephone Number: ###-###-#### Fax Number: ###-###-####

The Complaint states that: Ms [redacted] advises that she has been disputing her incorrect billing with Frontier since January Ms [redacted] advises that she was offered a $Amazon Card when she started her service with Frontier that she never receivedFrontier has investigated the above statements and offers the following response: Frontier advises that a thorough audit of Ms***’s account has been completed, and it has been determined that the current balance on Ms***’s account is correctFrontier advises that the $Amazon Card was sent to Ms***’s email on October 25, 2017.Frontier advises that we spoke to Ms [redacted] on October 25, to advise of the aboveDirect contact information has been provided

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] received a Frontier bill for $for a services This was the first statement she received in November when service was installed in OctoberMs [redacted] spoke to many Representatives that promised a credit and she did not receive oneMs [redacted] was not aware that the Dish service could on vacation for $a month right away Frontier has investigated the above statements and offers the following response: The November 7th billing has $in Dish charges since they did not bill on the October billing October billing included all of the installation and prorated charges from Frontier The latest billing that came out December 7, shows you are due a refund of $74.77.Dish is also showing a credit of $for you as well 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Jr It is an unfair bushiness practice to charge a consumer getting only MBs download the exact same monthly fee as a consumer getting twice that speed (MBs)If Frontier is unable to provide equal speeds to all at that price level, than a reduction in cost should be provided to the consumer getting a lower speedIt is not the consumer's fault, but that of the ISP who does not have the necessary equipment in place to provide equal service to allThank you, [redacted] Jr