Frontier Communications Corp.

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] states that the High Speed Internet service has been very bad Slow speeds and frequent disconnects Ms [redacted] is not happy that they are paying for service and not getting what they are paying for Ms [redacted] also feels that Frontier knows they are the only provider in this area available and they will never fix the problems Frontier has investigated the above statements and offers the following response: Frontier has tried calling the customer to discuss the situation and has only been able to leave messages for her Frontier sent a letter to the customer 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 Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: The Frontier internet and TV service did not work and Mr [redacted] called Frontier only to be hung up on or placed on extended holdsA technician came to the home, advised that the problem had been resolved and the issue still existedA supervisor promised Mr [redacted] that the monthly bill would be reduced for the days he took off work to be available for the installation and trouble tickets which were both missed commitments Customer service offered to adjust the installation fee and the credit was not issuedFrontier has investigated the above statements and offers the following response: Frontier issued $in courtesy credit to the account on 10/14/for the two missed commitments on the installation and trouble ticketsIn addition a credit of $was issued for billing past the requested disconnect dateTotal credit issued $A credit of $was issued for the Early Termination Fee, however, the credit was denied per the reason listed for the adjustment was customer disconnected service within the first days Frontier does not honor a day trial period on service therefore the adjustment was deniedFrontier apologizes for the poor service experience Frontier will address internally any coaching or disciplinary actions related to this complaint We trust that this information will assist you in closing this complaint We apologize for any inconvenience [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 attentionThe Complaint states that: Ms [redacted] States she renewed a bundle contract for years, but has since been told the television portion of her bundle is on a month-to-month rate Frontier has investigated the above statements and offers the following response:Mr***’s re-bundled her bundle with Frontier for years, however the television was left on a month-to-month rate.An order has been placed to add the 2- year contract rate to her television service This also generated an $discount to be applied to her television package through 2019.Ms [redacted] has been advised of this updateWe 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: Carla P [redacted] Department: Customer Relations

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] 9/18/17I was asked to contact you within business days following our conversation with Frontrier on 9/15/ The matter was not settled, nor will it ever be I ( [redacted] ) did not get anywhere by the phone call made to me by the Frontier representative in regards to our bill after cancelling our services with them At this point, we are paying the bill to get the credit agency off our backsBUT......I still want a complaint filed against Frontier for their poor customer service As you will note in my original complaint; all the calls we made and received no calls back like they promised, nor received a corrected bill within a timely manner I would also like to add that when I spoke with the representative on 9/and asked about our "so called" contract with our internet and how they determine how that contract renews, as we never signed anything other than the original contract years ago which only covered a couple years He told me that when the date of the contract is up they just automatically renew it Not acceptable They should be calling their customers a month before the contract is up to make sure the customer still wants the service, and not just automatically renewThis way their customers can keep tract of recordsI did inform him that this was also poor service Thank you for your service with this matter, [redacted] and [redacted]

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] states that her Frontier Internet service stopped working in early April Ms [redacted] states that she had to make multiple phone calls to Frontier representatives to have her Frontier Internet issues resolvedFrontier has investigated the above statements and offers the following response: Frontier advises that on May 18th a Frontier technician was sent to Ms***’s home to repair her Frontier Internet serviceMs [redacted] confirmed that the technician has repaired her Frontier Internet serviceFrontier apologizes for any inconvenience that this may have caused Ms***, It is Frontiers policy to have customers telephone and Internet service repaired in a timely mannerWe 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

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 except for the following issuesI didn't want to totally reject the offer but I am not totally satisfied eitherYour system does not allow for this option I called and left a message with Consumer Relations, Robyn P [redacted] early this morningI stated that I need a letter stating the EXACT balance due and something showing me the credit applied to his accountI asked that they send this to my personal e-mailSorry but I have no faith or trust in FRONTIER!!! When I see it in writing and the credit processed then I will believe what they say! Also, I did not realize that I had to respond to Revdex.com and not to FRONTIER while I was trying to read this e-mail on my phone, so sorry if I did this incorrectly or overstepped my bounds The late charges should be adjusted I believe the late charges would be calculated on the ENTIRE balance due so a portion of these should be credited so they reflect the fact that he should not have been charged for anything past 3/30/For example, if he owed and there is a 1% late fee then he would add $to his balance and that would equal $the following month and then 1% late fee on that would bring total to $730.46, etcCharging the late fee on the balance due as it reflects now would still be overcharging him! When I see the final total in writing, I will make sure the bill is paid in fullI do not think we need to have a deferred payment plan but I can decide that when I see a BOTTOM LINE figureAlso, I need a phone number to call to make payment or an address where to send payment So please follow thru on these above issues and we can resolve this issue ASAP and get my father-in-law's services restored.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 Thank you very much for your help, you were able to resolve what its taken me over months of calls!! I havent received any calls from them but that really does not matter, thank you!!!! Regards, [redacted]

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] The services were NOT turned on within hours The payment was accepted and service was still not on the next day Having gone between different departments for 4-hours while being put on extended holds, I kept getting different stories from personnel Customer Service and the Tech departments were saying the service should be on, then they had my wife do a "test" on the equipment in the home, then at the end of the 4-hours a supervisor said the whole district of Rochester was not working, and that there was nothing they could do If services were turned on within the time period they claim, we would not have had any issues But other neighbors of ours have Frontier also, and were not experiencing any problems! We totally got the runaround from every person we talked to there, and their customer service was horrible! On top of everything, after calling a couple of days later and talking to a supervisor, I was promised future credit on billings for the awful experience I had with this company and their horrendous customer service! This is not acceptable, nor any way to treat customers I expect that this company will honor future credit on our billing immediately for our troubles and time wasted[redacted]

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] states she was not receiving working dvr service following installation of her Frontier television servicesFrontier has investigated the above statements and offers the following response: A review of this account shows that Frontier placed a trouble ticket to have Ms [redacted] ’s dvr issues addressed by a technicianThe technician assigned to this job states that he was unable to reach the customer to gain access to her home for repair.Ms [redacted] requested to cancel television services with Frontier and has had services installed by another provider.A Frontier representative has placed the order to cancel Ms [redacted] ’s video service effective October 30th, 2016.A Frontier representative has spoken with Ms [redacted] and confirmed that she accepts these actions as satisfactory resolution for her complaintWe 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 [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: [redacted] had a rate for her data service of with Verizon, however she is now missing a discount on her new statementFrontier has investigated the above statements and offers the following response: Frontier contacted [redacted] and reviewed the account we do show that a missing discount of $is not on the new statement and we have added a discount and issued a one-time credit of dollarsWe 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 Tell us why here

Mr [redacted] states that that he contacted Frontier to move his services and kept getting conflicting information.Frontier has reviewed the above statements and offers the following response: Frontier spoke with Mr [redacted] about his concerns about his service order.Frontier reviewed the orders and verified his offer.Frontier expedited the installation date.Frontier advises that Mr [redacted] is satisfied with this resolution.Mr [redacted] presented no further questions or concerns and has direct contact information for the future

Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention.The Complaint states that when the she spoke to a representative to cancel her father’s account because he had passed awayThe representative wouldn’t explain the final bill to her She did not feel compassion during this difficult time.Frontier has investigated the above statements and offers the following responseThe bill was reviewed and explainedShe now has a direct contact to Frontier who will be more than willing to address any future concerns We have apologized for any stress this may have caused.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 Ms [redacted] bringing this matter to our attentionThe Complaint states that:MsRamos advises that she contacted Frontier for new services on January 31, 2018; however, she did not receive the modem until February 7, Ms [redacted] advises that at that time she discovered that the modems work off a phone jack which she does not have at her locationMs [redacted] states that she contacted Frontier to cancel her services and was advised she would be responsible for one month of service which she has not been able to useFrontier has investigated the above statements and offers the following response:Frontier advises that the Internet service provided to Ms [redacted] does connect to a phone jack in order to get the serviceFrontier advise Ms [redacted] that a jack could be installed for her and the fee associated with the installation of a jackFrontier records show that Ms [redacted] declined.Frontier advises that all products have a one-month minimum billing; however, Frontier advises that an adjustment in the amount of $has been applied to MsRamos’ account.Frontier confirms that the account is closed and there is no balance due to Frontier.Frontier spoke to contact Ms [redacted] on February 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11632607, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I'm not fully satisfied with thatWhen I had called and spoken to the supervisor Al over the promised credit from the associate Luke, he was not only rude and laughed in my face but told me that he wouldn't help meHe said he wasn't going to issue that credit and admitted that sometimes associates promise credits that wont give and that's what happenedThat's advertisement ! I was told if I stayed with there company and because I wasn't irate and understanding that this was there thank you and they would issue the credit especially since I have to call in every month over a messed up billAfter words I spoke to another rep after all to see if they reviewed the calls to hear what was promised and she said they didn't review the calls with luke who I requested but they reviewed the calls with AL and that's why I was being deniedI then asked they review ALL THREE conversations with LUKE and I never got a responseThey trying to act like it didn't happenI wouldn't be fighting for something so hard that wasn't promisedEven after all of this mess just recently I had to call in again because they still were charging me for services I never authorized the services they were charging me for and I have asked to be removed on numerous occasionsThe representative said the amount of time I have had to call in to fix issues that should have been taken care of but haven't because of negligence is absolutely unbelievable and she couldn't belive the lack of care in her companyI have been nothing but fair in all of this and the fact that they just want to promise things to there customers to keep them as customers is disgusting as a companyA lot of my work is online and because of there negligence I lost out of wages for workI was fully content in cancelling there provider to go somewhere else because I felt like it was difficulty on there part they weren't connecting meFRONTIER and LUKE were the ones to convince me to stay and wait all that timeThey dropped the ball , not meThey lied not me! that's not fair or right at all! Regards, [redacted]

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 she called Frontier to request that her service be cancelled effective November 14, 2017, but was told that the service has to remain active until the bill cycle end date of November 29, Ms [redacted] advises that her service needs to be cancelled and have her invoice pro-rated to reflect the billing end date as November 14, 2017, since she no longer resides at the service address, and the new residents need to set up their own serviceFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] has pre-paid for her services and is eligible to continue receiving service through the end of her billing cycle, November 29, Ms [redacted] can always stop the disconnection if she changes her mind Frontier spoke with Ms [redacted] on November 27, She confirmed that the new residents at the address have been using the service, since they can’t get their own service established until the existing service gets cancelled on November 29, Ms [redacted] was advised that the new residents can set up new service under their name after her service is disconnected 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is partially accepted.I have reached out to MsH [redacted] (the phone number provided is an answering machine only, as there is not a direct line)(###-###-####Unfortunately due to work I have been unable to speak with her directly thus far, but continue to leave messages at this number.My cable box & DVR equipment have been delivered and correctly installed after separate renditions of boxes were delivered to my house & after ~15hrs of work over the telephone with multiple technical support members over the past weeks.As for the billing issue, I was never offered the option of choosing a 2-year agreement to lower my bill by an additional $20, and would gladly accept this compromise (the change of service/price being the primary motivator in my dispute) "The customer is in a month to month agreement that does not allow for any additional discounts If the customer were to choose a year agreement an additional $discount that would reduce the monthly recurring charge to $123.97."If my service remains at it's current level: 75/FIOS Internet, Ultimate HD Package w/ DVR, STARZ/ENCORE and the bill is the above offered $123.97, I will gladly accept this for the next year agreement term, and thank Frontier for their service.Thank you for continuing to work with me to resolve this important matter Regards, [redacted] ***

Frontier has investigated the above statements and offers the following response: · Frontier records show Mr [redacted] did call and speak with a Consultant on December 14, 2016, and requested to have the services disconnected · Frontier has disconnected the account and issued the necessary adjustments · Frontier will follow up once the May statement prints and issue any further adjustments to zero out the balance· Frontier spoke with Mr [redacted] and advised of the above informationMr [redacted] was satisfied with the resolution We regret any inconvenience that [redacted] may have experienced as a result of the above matter

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate your bringing this matter to our attentionThis matter has been previously addressed with the Executive TeamAccording to the complaint: Mr [redacted] states he was billed for Fios TV after the termination dateFrontier has investigated the above statement and offers the following response:Records confirm adjustments that total $have been applied to the account for Fios TV services from May 20, through July 19, and late feesThe adjustments have been deducted from the account balance of $1,326.21; which leaves a $balance remainingWe trust this information will assist you in closing this complaintFrontier apologizes for any inconvenience the customer has experienced as a result of this matterThank you,Edna CExecutive Customer Relations

Frontier CommunicationsThank you for referring the complaint of [redacted] & [redacted] to our office for reviewWe appreciate Mr& Mrs [redacted] bringing this matter to our attention.The Complaint states that:Mr& Mrs [redacted] state that internet speed is too slow and has been for the past years.Mr& Mrs [redacted] state that they are unable to cancel Frontier internet due to a ‘Monopoly’.Frontier has investigated the above statements and offers the following response:Frontier shows that due to congestion, speeds throttle down with heavy use in the area.Relief date is unknown at this time.All upgrade area have been scheduled through the end of the year.Frontier should know what areas will be upgraded in the timeframe will be available to view in February 2017.In the past months there are only trouble tickets: June 12th / repaired June 13th June 14th / repaired June 15th June 24th / same day repairFrontier does not and cannot have a Monopoly in any area we service.Any company choosing to provide internet may offer it in any Frontier service area.If there are no other providers it is due to other companies choosing not to.Frontier has provided a one month internet credit for $for their recent problems they had been having.Credit will appear on the September 20, billing statement.Mr& Mrs [redacted] have disconnected their internet service with Frontier.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr& Mrs [redacted] has experienced as a result of the above matter.Frontier Specialist: Rebecca N [redacted] Department: Executive Consumer Email: [redacted] Relations

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] stated he has been issued a Canadian IP address despite being located in the Dallas area.Mr [redacted] stated he can’t access certain websiteFrontier has investigated the above statements and offers the following response:Frontier has investigated Mr [redacted] issue with the IP issues and found this is a 3rd party database issue that Frontier has no control.Frontier records also found that Ms [redacted] IP address is registered as a US addressFrontier records reflects that we have issued a onetime courtesy credit of $toward Mr [redacted] ’s accountFrontier representative have contacted Mr [redacted] and explained what steps have been taken and this is not a Frontier issue.Mr [redacted] is not happy with the outcomeWe 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: ###-###-####