Frontier Communications Corp.

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

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 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: ###-###-####

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 [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: 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

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

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 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

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 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

Mr [redacted] reported his Internet service not working on 4-12-On 4-18-the service was restored.Frontier has issued a credit that Mr [redacted] will see on his next statement

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 [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] indicates that Frontier did not provide a refund in a timely mannerFrontier has investigated the above statements and offers the following response: Frontier’s refund policy is to issue a check within 2-bill cyclesThis time period is required to ensure all outstanding charges or credits are posted to the closed account Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the accountFrontier found that there was a credit placed on the account on July 12, for a movie that was never purchasedThis account activity delayed the refund processMr [redacted] will have a check mailed to him no later than October 28th, 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 her bringing this matter to our attentionThe Complaint states that: [redacted] disputing early termination fee for $She states she had a two-year contract for $per month for the first two years and that was from to and that was it [redacted] wants the early termination fee removed since she states she did not authorize itFrontier has investigated the above statements and offers the following response: Frontier spoke to [redacted] on January 11, and informed her that she was on auto-renew which meant when her original promotion ended it renewed again for another two years and would continue to renew unless she stopped itFrontier had no way to pull records from to prove she did not authorize auto-renew so Frontier credited the $early termination fee.Frontier spoke to [redacted] January 19, and informed her the credit was applied for the early termination fee and she is satisfiedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that she has experienced as a result of the above matter

The Complaint states that: Mr [redacted] states he had a two year contract with Verizon for Fios 50/for $per month through August 17, His billing increased by $and would like pricing honored Frontier has investigated the above statements and offers the following response: Frontier advises that a consultant has spoken with Mr [redacted] and corrected the account to honor $price pointMr [redacted] also requested during conversion a new term with Frontier for lower price point.Frontier advises that in addition to correction of $offer and additional $off per month will be provided to ensure $pricing through original termThis was provided at discretion of the consultant Frontier advises that a one-time credit of $was posted to account for correction of previous billingWe 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

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 On 4/5/I called Frontier to once again inquire about my account, the past due balance, and why it was never closed I spoke with Tricia in customer service, who couldn't verify or confirm anything regarding my account She said she would transfer me to "Internal Billing Dept" to see about getting the charges refunded She transferred me to Bailey, in "Collections Dept" Bailey said she didn't know why I was transferred to her department, but would transfer me yet again I then spoke with Monica in "Internal Billing Dept" I explained everything regarding my account issues and problems She claimed she would back-date the cancel date to January 5, and that she would have to contact another department to verify that the charges could be reversed and the account balance would be zero She said it will take hours to take effect I asked her what her extension number is so I can contact her to follow-up She stated that she did not have a direct line, and would be calling me back the next day to confirm everything she claimed would happen actually did I have an audio recording of the entire minute conversation I did receive a voicemail from her on 4/5/at 2:PM, stating that everything was in process and would be complete the next day (4/6/17) She left no contact information I received one voicemail from Felicia on 4/5/6:PM, and she acknowledged that she received the complaint and could be reached at 844-320-x111- A second voicemail was received from 800-921-on 4/6/12:28PM and was a one minute blank message.It is now Friday, 4/7/17, and my account still shows a past due balance of $ I have not heard back from Felicia after leaving her a voicemail yesterday 4/6/ Regards, [redacted]

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] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] requested a speed upgrade and was quoted a $price reduction, but he had an increase of $on the subsequent statement Mr [redacted] also states that he was quoted a $credit and was told to make a partial fee, because he was informed that Frontier would restore his previous plan Mr [redacted] further states that Frontier reported is closed account to credit agencies.Frontier has investigated the above statements and offers the following response:Mr [redacted] did upgrade to a higher internet speed and the subsequent statement included prorated charges and a higher monthly recurring rate The $adjustment was denied upon review, because a service order to downgrade was written with retroactive prorated credits that posted to the next bill Frontier did report his account to credit agencies months and days after the account was disconnected with an outstanding balance 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: Rebecca N [redacted] Department: Executive Consumer Relations

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: [redacted] advises that Frontier would not release her telephone number to another providerFrontier has investigated the above statements and offers the following response:Account noted show on July 11, Mrs [redacted] spoke with a Frontier representative requsting to cancel the disconnect orderRecords show service order [redacted] received July and completed July 25, porting the service to another providerWe trust that this information will assist you in closing this complaintWe regret any inconvenience that [redacted] may have experienced as a result of the above matter.Frontier Specialist: Amy Buchanan Department: Consumer Relations Telephone Number: [redacted] xt [redacted] Fax Number: ###-###-####