Frontier Communications Corp.

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 that she received a bill of $on her second month with FrontierWhen she called in to dispute this, she was told that she had been charged international calling fees up to $per minute and that she had been charged for movie purchasesMs [redacted] states that when she first signed up with Frontier, she was advised the international call rates would be $per minute, not $Ms [redacted] states that she has not purchased any movies Frontier has investigated the above statements and offers the following response: Frontier records show that Ms [redacted] was signed up with the incorrect international calling plan for her phone typeThis caused her calls to charge at the full $per minute rate rather than the reduced rate of $for international calls with calling planFrontier has applied credit in the amount of $to Mr [redacted] ’s account for the difference in call rates, leaving Ms [redacted] ’s corrected balance at $due by 3/2/A new statement is scheduled to generate on top of this amount today, 3/6/2018.Frontier records shows the following Video On Demand/Pay Per View purchases/rentals made directly from the TV box(es) in Ms [redacted] ’s home: Kidnap (HD) – rented on 11/7/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 CommunicationsComplaint Number: Company Code: Click here to enter text.Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: Ms [redacted] states that her payment was debited from her account twice on February 23, in the amount of $53.99.Ms [redacted] also advised that she requested a refund however was deniedFrontier has investigated the above statements and offers the following response:Frontier records reflect there was two payments that posted to Ms***’s account on February 23, 2018.The payments reflect it was done from the customer’s online accountFrontier policy for refund for customer is there has to be a credit balance on the account to request a refund.Frontier records reflect that the customer did not have a credit balance at the time of paymentFrontier representative have made several attempts to reach customer however was unsuccessful.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms*** has experienced as a result of the above matter.Frontier Specialist: Tocoma K Department: General ManagerTelephone Number: ###-###-#### Fax Number: ###-###-####

Customer Name: Mr [redacted] L [redacted] Phone: ###-###-#### Thank you for referring the complaint of [redacted] L [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] advises he was quoted a monthly rate by Frontier of $with no installation fee to connect new internet service for his business, [redacted] Mr [redacted] ’s states he never received the rate quoted and after several attempts of calling Frontier he disconnected the serviceMr [redacted] also states that he made a payment to Frontier in the amount of $on November 18, and this payment was never applied to his account Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that Mr [redacted] was billed in error for the Internet installationFrontier applied a credit to Mr***’s business account in the amount of $on December 7, for the Internet installation fee Frontier’s investigation also found that Mr [redacted] did receive the correct monthly rate for the Internet service of $ However, he was billed a late fee when the credit he was promised did not post to his account.Frontier issued a credit to Mr [redacted] account in the amount of $on February 14, for the billing error on the account.Frontier applied the missing payment of $to Mr [redacted] account on February 16, 2017.Frontier spoke with Mr [redacted] on February 14, to explain and he is satisfied with this resolution 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

Frontier has investigated the above statements and offers the following response: Frontier advises that the customer has received a total of $in credit since April 4th, These credit include the charge of $for the modem billingA Frontier consultant has been in direct contact with Ms [redacted] 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 has investigated the above statements and offers the following response: Ms [redacted] removed phone from her Frontier services and went to Internet only effective December 21, When Ms [redacted] changed her Frontier services to Simply Broadband Ultimate the new customer promotion did not apply to her account.Due to the fact that Ms [redacted] increased her Internet speed, she does qualify to receive the promotionFrontier’s Simply Broadband Ultimate will have a monthly reoccurring charge in the amount of $before taxes and surcharges until March 22, 2018.Frontier has applied an adjustment to Ms [redacted] ’ account in the amount of $56.51.Frontier has been unsuccessful in reaching Ms [redacted] however a detailed message was left with contact information We regret any inconvenience that Ms [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 you bringing this matter to our attention The Complaint states that: Mr [redacted] states he was advised the rate would be $per month which included a $credit for one year Frontier has investigated the above statements and offers the following response: Frontier Communications investigated the account and background billing issues were found; credits for the overages were issued in the amount of $and reflected on the 2/28/billing statementThe $retention offer was added via order number: on 2/14/and also reflected on the 2/28/billing statement totaling $73.33.Customers were notified that equipment, taxes and surcharges would increase on billing statements prior to the increase.Mr [redacted] rate includes: FiOS Digital Voice $30.00, FiOS Data 50/$and FiOS TV Ultimate HD $totals $plus equipment, surcharges and taxes Frontier has provided direct contact information if further assistance is requiredWe 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 has investigated the above statements and offers the following response: Frontier advises that a technician was dispatched to Mr& Ms [redacted] ’s residenceIt was determined that the service was working as anticipated but was being affected by the use of an AT&T 3G Microcell booster.This device uses more than the bandwidth provided to the customer and can cause frequent disconnection of service.As a precautionary measure, Frontier did change the customer’s facility to provide optimal service at the residenceWe trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] & [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 realize that they will not do anything to resolve this I will cancel service with them as soon as I can do so without penalty Regards, [redacted]

Thank you for referring the additional concerns of [redacted] to our office for reviewThe additional concerns state: • Mr [redacted] advises that there is a monthly fee of "$6.66" for "FIOS TV Promo Adjustment for which he is requesting an explanation or removal.Frontier has investigated the above statements and offers the following response: • Frontier advises that the charge is for a promotional discount that Mr [redacted] was receiving but had expired in or earlierOn his March 10th statement, a bill message was included that explained the reason for this charge: o “Upon a review of your account, we determined that you have continued to receive a promotional discount on your FiOS TV service that expired in or earlierDue to the expiration of this promotion and rising programming costs, your FiOS TV charges will be adjustedStarting with your April bill, the "Promotion - Video" credit will be revised and a billing assessment will be applied from April through December to adjust your pricing accordinglyWe thank you for being a Frontier Communications customer and are committed to keeping your rate unchanged after this adjustment for the remainder of the yearFor more information regarding your specific service charges, please contact us today at ###-###-####.”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.Sincerely,Executive Customer RelationsFrontier Communications

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 meThe Frontier Representative assured me that as of my next bill all incorrect, outstanding fees will be removed and the balance forward will be zero Regards, [redacted] ***

The Complaint states that: Mr [redacted] advises that he has had a poor experience with Frontier’s repair and Customer ServiceMr [redacted] is requesting that he be removed from his 2-year contract without penalty Frontier has investigated the above statements and offers the following response: Frontier advises that we have removed Mr [redacted] ’s contractDue to the contract being removed, no further discounts associated with Mr [redacted] ’s two-year term will be applied going forwardFrontier advises that we spoke to Mr [redacted] on August 4, to advise of the aboveDirect contact information has been provided

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Mr***’s account and discovered that there was a billing issue between Frontier and DISH bundled services after Mr [redacted] disconnected services in June Frontier and DISH is a partnership and do not share a billing platform However, with Mr***’s involvement, DISH issued a refund check on November 10, to Mr [redacted] in the amount of $in which $Mr [redacted] made a payment to Frontier’s outside collection agencyFrontier was notified by the outside collection agency that Mr***’s credit has not been impacted and the payment has now cleared Mr [redacted] will receive a confirmation letter within days The representative assigned to this complaint will follwith Mr [redacted] in the upcoming week and has provided her contact information for further assistance Frontier has emailed a letter of apology to Mr [redacted] regarding his experience with us A copy of the letter is attachedWe regret any inconvenience that [redacted] may have experienced as a result of the above matter

Customer states they are experiencing slow speed issues Frontier 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 WiFi network interferenceCustomer speeds may vary.Frontier states Ms [redacted] subscribes to Frontier internet which is up to Mbps/1Mbps speed.Frontier advises that Ms [redacted] pays $per month with no term commitment for her Frontier Internet service, the lowest price availableFrontier Technical Support has made multiple attempts to reach Ms [redacted] all have been unsuccessful 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 has investigated and found the following: Ms [redacted] account was reviewed and she was advised that she had a double play credit but dropped the data service therefore, she shouldn’t get $off the phone productCustomer bill also advises that the account had been audited Frontier’s Revenue Assurance team performed an audit on Ms [redacted] account in April removed a reward/promo applying against her Voice package Her Freedom Plan previously billed $plus $3.50/ [redacted] = $plus taxes monthly Her Freedom Plan currently bills $plus $3.50/ [redacted] = $plus taxes monthly A Frontier agent called and spoke with [redacted] and advised of information listed belowShe advised that an Agent promised she would get the $credit for months and that the bill also stated the credit would last through May As a courtesy, she was offered a credit of the difference of the current bill and the next months...total credit $Customer accepted offer...understands offer can't be added back

Frontier has reviewed Ms [redacted] ’s account and found that the customer was provided with an incorrect amount to pay for the December 2nd bill and was due an additional credit on the January 2nd bill Therefore, the February 2nd bill reflected an unpaid balance of $carried over from the prior bills Frontier has applied a credit of $for the December and January bills as well as waiving the $late fee on the February bill The account now reflects a balance of $for the February 2nd bill Frontier apologizes for the inconvenience caused to the customer and advises that the early termination fee has been waived

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] They called me and promised me to try and fix the issue, all they did was manage to shut off my phone for two weeks, and I still cannot access my voicemail because of thatThey still have made no attempt at resolving my original issue

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] states he paid plus tax for a router and then returned it when he realized that his current router is freeSince he has returned the router, he should be credited for the cost on his Frontier bill and that has not happened despite multiple calls to Frontier customer serviceFrontier has investigated the above statements and offers the following response: Frontier found the billing for the router on the August 4, billIt was for $plus taxA UPS tracking number showed the router was returned to Frontier on August 14, 2017.Frontier contacted Mr [redacted] and advised we are issuing credit for $plus tax and it will show on his next billWe 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 find that our internet speed at is unacceptable The is with NO ONE using the internet at that time Also, the past nights the internet no longer works after 9-9:pm Still was not working this morning when I left for work They may have put a small patch on the problem to get us a very small amount of service but they did NOT fix the problem 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] ***

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 offeris not an acceptable amount of time to refund my money Regards, [redacted] ***

Closure:Mrs [redacted] reported her phone service not working on 12-16-15, given a commitment time of 12-22-On 1-7-the cable was repaired and service restored.We issued out of service credit of $for phone service, $for internet, and as a courtesy we issued $for a late payment feeOn 1-7-we spoke to Mrs [redacted] and confirmed services were restored today and advised of credits