Frontier Communications Corp.

Thank you for referring the rebuttal of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Rebuttal states that: Mr [redacted] advises that he was never advised by the Frontier service technician that there would be any charge to replace the jack and that it was done at the technician’s discretion Mr [redacted] advises that he will only pay for days of internet service and will not pay for the labor charges Frontier has investigated the above statements and offers the following response: Frontier advises that whenever a customer makes a request for a visit from a service technician, any time that a technician has to do work that involves inside wiring or jacks, the customer is billed for the laborFrontier advises that Mr [redacted] has been credited for all of the days in which his internet service was active and for the routerThe notes on the repair ticket state that the customer was informed of the charges, and therefore, the charges are valid and sustainedThe remaining balance on the account is $Frontier spoke with Mr [redacted] on September 26, and advised him of the above statements 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

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: • Ms [redacted] originally ordered internet service for mbpsShe was later called and advised they could only receive 12mpbsAfter the technician installed the service, they were not able to get any internet to workThey were eventually advised the fastest available at her location was 3mbps • Ms [redacted] ’s account was downgraded to a lower price point to match the actual speed, but the internet stopped working • Ms [redacted] canceled the internet, but is still receiving bills for serviceShe is concerned she will be charged for an Amazon Gift Card promotion she didn’t activate, and wants to receive her deposit back Frontier has investigated the above statements and offers the following response: • Ms [redacted] ’s account was established on July 22, and canceled August 9, • All charges, for services and installation, have been credited back to the account as of October 5, The account has a balance of zero ($0.00) • A request has been placed to refund Ms [redacted] ’s deposit has been submitted We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [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: Frontier responded via Revdex.com complaint #filed by [redacted] on January 27, as follows: A Frontier representative contacted Mrs [redacted] on January 27, to review the response Additionally credits totaling $were applied to the account(s) and an order was placed to update account ###-###-#### to reflect Simply FiOS Internet 30/and Prime TV with set top box The representative advised that we would honor a rate of $plus tax for year ending January and the bill statements will be monitored to ensure that they reflect the rate quoted Since the complaint response, Mrs***s’ February 7, reflected a balance of $for internet service only for the January bill and $for the February bill The February bill includes a $bill credit which is labeled “bundle credit” to honor the price of $plus tax as agreed to on January 27th The two bills combined total a balance of $ Mrs***’s March 7, bill reflects a credit balance of $ The bill includes a $bill credit which is labeled “bundle credit” to honor the price of $plus tax as agreed to on January 27th A review of trouble tickets found ticket reported on March 11, reflecting that all services were out A technician was dispatched on March 14th who replaced the router and confirmed that the service was working An out of service credit of $has been applied to the account for March 11th though March 14th No further credit is warranted

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states he was advised he would receive a $Amazon gift card when he signed up for Frontier serviceMr [redacted] further states he would like Frontier to provide the $Amazon gift card and an additional $for his timeFrontier has investigated the above statements and offers the following response: Frontier has spoken to Mr [redacted] and explained when an account changes ownership for an existing account “superseded” it is not considered a new account, therefore the account is not qualified for the Amazon gift card promotion.Frontier has reviewed the records and provided Mr [redacted] a promotional price on the internet under a “price guarantee” for years Mr [redacted] has accepted thisFrontier records show Mr [redacted] previously contacted Frontier on October 3, and a credit of $was provided, also on October 29, an additional credit of $was provided in regards to the misinformation provided In this instance Frontier will leave these credits on the account Both of these credits will reflect on the November 10, statementWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter Sincerely, Frontier Customer Relations

Financial Investigator, Thank you for referring the complaint of [redacted] F [redacted] to our office for reviewWe appreciate [redacted] F [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises that Frontier is overcharging his account for a repairFrontier has investigated the above statements and offers the following response: Frontier advises that we have credited the account for the installation and that will appear on the next billing statement.Frontier spoke with Mr [redacted] on 10/27/and confirmed that that he understand the balance.Mr [redacted] has direct contact information for future concernsWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] F [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] states Frontier offered to reduce her bill to $a month if she were to add a land lineThe following month (August 2016) the bill increased to $Ms [redacted] further states that she received a message on her television stating that “Per your request we are shutting off your Service today” Frontier has investigated the above statements and offers the following response: Frontier has investigated Ms [redacted] ’s claim and Found that Frontier did issue her an adjustment in the amount of $for charges billed on her August statementThis adjustment can be found on the September statementFrontier also adjusted late fee’s that were applied on the September, October and November statements totaling $this adjustment can be found on the December statementIn addition, Frontier also applied adjustments totaling $to honor the price quote of $+ taxes per month for the September, October and November statementThis adjustment also appears on the December statement.Frontier did review Ms [redacted] ’s claim of her services not working and found no evidence that she called in to report the services not workingMs [redacted] by her own admission states that she never called to report the services not workingFrontier has reviewed these adjustments with Ms [redacted] on March 28, and has been provided with both a direct contact number and email address should she have any future concerns 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 CommunicationsThank 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 she had internet installed on April 7, and was advised that the service would provide up to 6M and would be able to provide services to her multiple devices with no issueMs [redacted] stated that she was unable to keep her devices connected and speed tests indicated much slower speeds than expectedMs [redacted] reported this to Frontier and was advised that the area was not capable of faster speeds, and would not be able to support all devices, as well as streaming capabilitiesMs [redacted] ported services out to another provider on soonest date available, which was April 17, From April 7, to April 17, 2017, Ms [redacted] was unable to use Frontier services properly due to speed and connectivity issuesMs [redacted] received a bill for the minimum days of service charges, and installation fees associatedMs [redacted] is disputing the balance of $Frontier has investigated the above statements and offers the following response: Frontier has reviewed the account and found that the customer concerns are validOur expectations is that all customers have a positive experience when requesting assistanceIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again.Frontier advised an adjustment was applied and credited the balance of $in full 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 matterFrontier Specialist: Erinn F [redacted] Department: Customer Relations

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 his services were not installed properly and he was being billed for service he was not receivingFrontier has investigated the above statements and offers the following response: Frontier advises that a repair was completed on April 7, Frontier advises that an adjustment in the amount of $and will be reflected on his April statement.Frontier spoke with Mr [redacted] on April 18, to review this information with himMr [redacted] confirmed that the service is workingWe 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’s Local Manager has advised that there was never a ticket created to dispatch a technician to the field to investigate Ms [redacted] ’s service The Local Manager sent a technician to Ms [redacted] ’s residence upon receipt of this complaint and she advised that she had already placed a ticket for disconnection Ms [redacted] has disconnected her service as of 8/5/ Frontier does apologize for any miscommunication or inconvenience 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 Mr [redacted] to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that Mr [redacted] is experiencing issues with his Frontier telephone serviceFrontier has investigated the above statements and offers the following response: Frontier dispatched a technician on May 15, and has repaired Mr [redacted] ’s Frontier telephone serviceFrontier spoke with Mr [redacted] and confirmed his service is now workingFrontier has issued an out of service credit of $towards Mr [redacted] ’s frontier accountMr [redacted] knows to contact Mark H [redacted] at ###-###-#### at extension 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

Tell us why hereThank 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] states she had a repair work order on hold for six months This unsolved repair order prevented her from getting another repair ticket created Ms [redacted] states she was on hold for over fifty four minutes with technical support trying to resolve her issues Ms [redacted] also states she was transferred four times and placed on hold repeatedly Ms [redacted] advises she is paying for Internet service up to mbps and currently receiving a download speed of mbps and an upload speed of mbpsFrontier has investigated the above statements and offers the following response:Ms [redacted] had a Frontier technician dispatched to her residence on April 29, who resolved her Internet service issue Ms [redacted] is now satisfied and states her Internet speed is much faster Frontiers policy is to issue an out of service credit for any time a customer is without his or her Frontier service Ms [redacted] was issued a two month credit for the Internet service problems she experienced Ms [redacted] has accepted the credit of $Frontier apologizes for the long hold times when calling to report her concerns Frontier does offer a call back service in an effort to reduce customer’s hold times This call back service allows Frontier’s customers to receive a call back at their convenience Ms [redacted] was also given a direct contact to Frontier if she has any other future concernsWe 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 Lisa [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:• Ms [redacted] states Frontier made a billing error on her first statement and she was advised she would receive a credit of $and to only pay the standard charge of 60.00.• Ms [redacted] states she has contacted Frontier multiple times and the credit has never been applied and she is being charged late feesFrontier has investigated the above statements and offers the following response:• Account review shows Ms [redacted] had phone, 30M/30M Internet and a security package established on 9/26/ Account review shows an order was placed on 10/4/to remove the phone and security package and upgrade to 50M/50M standalone Internet at $advising Ms [redacted] did not want phone.• Ms [redacted] is due credit for all of the phone and security charges that billed, the phone installation, internet upgrade fee and late fees assessed A lump sum credit was issued initially in the amount of $however it was not approved as the credit was not issued under the appropriate individual charge categoriesThe appropriate credits were applied individually to Ms***’s account Ms [redacted] received credit on her 12/1/billing statement in the amount of $for (1) late fee, $for long distance charges billed on the 10/1/bill and $for the Internet upgrade feeMs [redacted] received credit of $on the 1/1/statement for all phone and security charges she was billedAdditional credit of $for the phone installation charges and $for the (2) additonal late fees assessed has been applied and will reflect on the 2/1/statementMs [redacted] has been provided credits totaling $137.40; all appropriate credit has been issued• With all credits applied, there is a balance owing of $due 1/25/to bring the account currentMs [redacted] has had the account from 9/26/and is being billed through 1/31/Frontier has received payments of $22.00, $and $We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matterSincerely,Frontier Executive Customer Relations

Frontier CommunicationsThank you for referring the complaint of Mr [redacted] S [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] S [redacted] states he has tried to re-establish his Auto Pay service but has had difficulty.He advised he received a $late fee credit but was charged again and would like two months of free service for his troubles.Frontier has investigated the above statements and offers the following response:Frontier advises that our expectations are that all customers have a positive service experienceWe spoke with Mr [redacted] S [redacted] on March 28, and apologized for the Auto payment issues and our service representative explained credits are reflected on the same bill that he is charged on.We determined Autopay was re-establishedAll late fees have been adjusted for this error.On March 30, a one-time courtesy adjustment of $was applied and will be reflected within thirty to sixty days on a future statementNo additional credit will be applied for this issue.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] S [redacted] has experienced because of the above matter.Frontier Specialist: Bridget G [redacted] Department: Executive Relations

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] advises she would like to pay her bill on closed account but Frontier was unable to verify her accountShe explained that she had fallen behind on bills due to my fiancé having emergency surgery and being in the hospital for monthsThe credit bureau has disputed my claim, yet the company has told them it is a valid account so they refuse to take it off of my credit Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on December 13, and provided her the information to discuss payment Frontier collection will assist Ms [redacted] with written off accountWe 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

Customer Name: Miss [redacted] Phone: ###-###-#### Thank you for referring the complaint of Miss [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] states that she disconnected her Frontier service in March of and still has not received her refund checkFrontier has investigated the above statement and offers the following response: Frontier’s investigation found that a refund check in the amount of $was issued on Ms [redacted] ’s accountA Frontier representative spoke with Ms [redacted] on January 9, and confirmed she received and cashed the refund We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Miss [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 that she is paying for Mbps Internet service and is only receiving Mbps Internet speedFrontier has investigated the above statements and offers the following response:Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and network interferenceCustomer speeds may vary over time.Frontier advises that it is continually working to improve its network and its customer’s experience; however, Frontier has no specific plans for upgrades in Ms [redacted] ’s area at this time.Frontier advises that Ms [redacted] pays $per month for her Internet service, the lowest price availableFrontier spoke with Mr [redacted] on March 22, to review this information with himWe 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

Our records indicate Mr***’s contacted Frontier Communications on June 6, via our Chat services and requested to have services disconnected the date mentioned above to avoid any future charges After reviewing account, we are not showing representative placed order to finalize account as requested by Mr***s’s.October 26, Frontier Communication placed order [redacted] to finalized account, effective June 6, This gave a total credit in the amount of $Frontier has made several unsuccessful attempts to reach customer

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

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 answer from Frontier was not correctThe modem used is the one provided by FrontierThe technician who was here on 1-6- looked at the ADSL statistics sheets that we have been running to be able to compare stats from when we have the internet to when we don’t He deduced there was a problem, but he wasn’t sure what was causing it He didn’t find anything wrong while he was here so he closed the service ticket as repaired, but we are still having internet outages Regards, [redacted]

February 1, 2017Case Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate your bringing this matter to our attentionAccording to the complaint: Ms [redacted] purchased a Fios Quantum Gateway modem, then decided to cancel the service and wants a refund for purchaseFrontier has investigated the above statement and offers the following response:The FiOS Quantum Gateway router is available for purchase for $+ taxOnce purchased, it belongs to the customerIt comes with a year warranty; therefore it would be replaced at no additional cost if deemed defectiveHowever, there is no return policy for the routerThe return labels and boxes were automatically sent for the Fios TV equipment and rental router in the customer’s possessionMs [redacted] states she was instructed to return the purchased modem back to Frontier as well as the rental equipmentNotes indicate Ms [redacted] has called the business office to discuss her concernsA courtesy adjustment in the amount of $was submitted for approval and deniedOn February 1, a subsequent credit request was submitted for approvalOnce a decision has been made, Ms [redacted] will be notifiedWe 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