Frontier Communications Corp.

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 [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 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

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: Ms [redacted] advises that she returned her Frontier equipment on October 16, via UPSMs [redacted] advises that Frontier has charged her for her equipment as unreturnedFrontier has investigated the above statements and offers the following response: Frontier advises that we have requested that Ms [redacted] provide the UPS tracking information she used to return her equipmentThe information provided by Ms [redacted] did not contain a valid tracking numberBased on this, we must sustain the charge for the unreturned set top boxFrontier advises that we spoke to Ms [redacted] on January 31, to advise of the above

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 have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Frontier followed up with me personally and apologized I'm thankful for the response and hope the training to their CSR's is adequate and their overall customer service improves 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 offeris not an acceptable amount of time to refund my money Regards, [redacted] ***

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.”

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

After Frontier took over Verizon's service, I was overcharged on every bill for the first five months Every month I had to spend hours of my time to get the bill corrected, and every month I was assured that future bills would be correct After five months, I filed complaints with the Federal Trade Commission and the Revdex.com Then, I was not overcharged on the sixth bill I got from Frontier Based on Frontier's past performance, I have no reason to believe that they will not start overcharging me again

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

The following is in response to Ms [redacted] ’s rebuttal: A review of the initial sales call recording found that the agent asked Ms [redacted] what speed she was currently receiving Ms [redacted] did not recall what the speed was but stated that she thought it was called blast The agent explained the difference between shared internet with cable and dedicated internet with Frontier The agent did not make an exact speed comparison as the customer did not give an exact speed.There is no record of a service order or trouble ticket scheduled to dispatch a technician on December 23rd.Frontier advises that a collections notice was mailed on February 27, advising that the account was past due $ Failure to respond to this debt would initiate additional collections proceedings Including but not limited to, referral to an outside collection agency within days of the letter Ms [redacted] paid $on March 7th therefore no further action was taken The credit of $for days of service and a courtesy credit of $for the payment processed were applied to the account on March 14, therefore the credit would not reflect until the next bill statement dated April 1st Frontier does not request that the modem be returned therefore no box is sent.Frontier advises that no further credit is warranted

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 Enrique who responded to the complaint was able to ensure I received the services and rate offered at the time of acceptance for Frontier ServicesAt the time of this email the services/rate have been adjusted accordingly Regards, [redacted] ***

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

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 meI have also, finally, received the credit due to balance my account to $ I will return the equipment as soon as the box or label is received, as of today 12-9-I am still waiting for this box from Frontier Communications Thank you for your assistance One step closer to completion on this complaint claim 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

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]

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

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