Frontier Communications Corp.

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I did accept the credit they provided me at this time I have not accepted the remainder of their resolution, due to entering into a 2yr contact with them is not satisfactory to me to be able to receive a discount on my bill I still do not feel it is right that they can go back on a discount they previously gave me for with a date on my bill showing I was to receive it till March, I feel if I enter into a 2yr contact and right now they say I will receive it for a timeframe, what is to stop them from taking it back early like they did to the I was to receive till March, It does not seem to matter to them that I have it in writing on my bill I feel they should be made to honor what they state in writing, but as of now they are not willing to Regards, [redacted] ***

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: Mr [redacted] advises that he had an account with Verizon until they sold his account to Frontier Communications Frontier sent me a bill but it will not allow me to make the payment online after I have completed the account registration processFrontier has investigated the above statements and offers the following response: I have reached out to Mr [redacted] on May 5, and on May and left a message both times with my name and direct contact information I checked Mr [redacted] account this morning and a payment of $was made with his online account on May 6, and as of today May 10, it now shows that he has a zero 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , they did in fact contact me however the email that they reaffirmed was the same email that they had in there file from the beginning of the signing of the said contract.This was not the reason for their delay We had given their office said email numerous times However, we have received said Amazon gift card on January 18, by a Barbara from their corporate offices The only reason we have received the Amazon Gift card which should have been paid and received back in November is because we had to file a complaint with the Revdex.com offices This is sad I also had to ask for the additional $grievances However, this doesn't even begin to compensate for the hours and multiple conversations we had with the companies representatives to resolve this without bringing the Revdex.com into this matter So please note the email response given by Frontier is a diversion from their poor customer service and the obvious policies of the company Thank you for your help Revdex.com in this matter Regards, [redacted] ***

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

Frontier has investigated the above statements and offers the following response: · Frontier records indicate a move of services order was completed on 9/2/17, followed by a repair ticket that was completed on 9/5/The field technician verified the services were working properly before closing the repair ticket· Frontier has issued the proper out of service and connection fees adjustments to Mr [redacted] ’ accountThis action has corrected the current billing We regret any inconvenience that [redacted] may have experienced as a result of the above matter

Frontier has reviewed Mr***’s account and credited the account $leaving a balance owing of $as advised upon disconnection of services.Frontier spoke with Mr [redacted] November 8, and advised of the aboveWe 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

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

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

Frontier has reviewed the account of Ms [redacted] and finds that on 01/18/left a modem as precaution as all tested well with the internet upon his investigation.On 01/25/a technician again found no troubleThe customer’s internet was running at 3.7/however the technician again as a precaution did filter the customer’s service inside and outside and placed a new double jack.On 02/02/the technician again found the service running at 3360/with no errors.Ms [redacted] is eligible for the $pricing that the Attorney General’s office negotiated with Frontier The price decrease has appeared in the form of a credit on her billing statements each month since 9/28/16.Frontier can also advised that no changes have been made to Ms***’s account with the exception of a deferred payment arrangement made with her on 11/18/in the amount of $to be paid over a month period of time in the amount of $each month in addition to her monthly billingThe arrangements first payment generated on her 11/28/statement

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 she had her Internet service disconnected in October of without notice Ms*** was offered to defer her payment at this time and she was told this would be a percentage of her back balance being added to her new balance Ms [redacted] states she asked at that time what would she do when she was caught up and she was told to just call and they would remove her deferred payment plan Ms [redacted] states she was not told once that she had to pay an additional fee every month for the deferred payment planMs [redacted] states her bills have been automatically turned over to her emails without her consent, which means no more paper billsMs [redacted] states she called in on February 5, and she got transferred without her knowledge, then she got to talk about this situation and was told she was a liar and was hung up onFrontier has investigated the above statements and offers the following response: Frontier found that Ms [redacted] was actually disconnected on September 20, Frontier has pulled this call and reviewed it Ms [redacted] spoke to a collections representative and asked for a payment plan The representative gave her a deferred payment arrangement for her total balance of $ Ms [redacted] agreed to pay 20% of the balance that day which was $as a down payment, the rest of the balance was to be split at Ms***’s request over the next months, this would be $added to her current charges every month starting with the October bill and will continue through the October billing Ms [redacted] can pay off the remaining part of the deferred payment arrangement early Ms [redacted] would have to pay the current charges and then however much is left on the deferred payment arrangement Today her account balance is $however she still owes seven months on the deferred payment arrangement which would be $118.86, if she were to pay this amount right now her deferred payment arrangement would be removed.Frontier sent notice to all of their customers on the September statements that “Frontier is going paperless Effective on your next bill there may be a $charge to receive a paper bill.” Ms [redacted] can still receive a paper bill if she would like to however she would need to either go online and modify that or call customer service to get help to have that changed.Frontier has reviewed the situation from February 5, and Frontier apologizes for the way Ms [redacted] was treated by the representative that she was in contact with Frontier will not tolerate this type of treatment to any of its customers, this representative is currently being coachedWe 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

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

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] ***

Frontier CommunicationsThank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] signed up for cable and internet service for $per month but is not receiving the rate.He has received credit but is still out over $150.His past bills are not accessible.Frontier has investigated the above statements and offers the following response:We spoke with Mr [redacted] and reviewed his charges for accuracy and determined he was not qualified for the respective promotionHis account and prior bills are accessible with account numbers for his address of [redacted] t, Washington Mr [redacted] has made payments and previous credits were applied as a one-time courtesy.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced because of the above matter.Frontier Specialist: Bridget G [redacted] Department: Executive RelationsTelephone Number: 844/320-Ext Fax Number: 972/399-

Thank you for referring the complaint of: Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advised that his bill was not what he quoted Frontier has investigated the above statements and offers the following response: Frontier Communications advised they spoke with Mr [redacted] to advise that they are honoring his quoted pricing and have issued applicable creditsMr [redacted] was satisfied with the 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 reviewed the account of Mr [redacted] and finds that he has disconnected his account effective May 6, 2016.Frontier does apologize for any miscommunication and inconvenience caused

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from FrontierMr [redacted] explains that although he subscribes to Frontier’s up to Mbps service, he sometimes only receives speeds of Mbps Frontier has investigated the above statements and offers the following response: Frontier has investigated Mr [redacted] ’s account and has determined that Mr [redacted] resides in an area where high Internet usage during peak periods could be affecting Internet service speedsFrontier advised Mr [redacted] that we will issue a credit of one month’s internet chargeWe 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

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 ORDERED A TRANSFER OF INTERNET BROADBAND SVC ON MAY 16, AND WAS PROMISED THAT THE TRANSFER WOULD TAKE PLACE ON MAY 19TH AT MY NEW RESIDENCEON MAY 20TH, SERVICE AT MY OLD RESIDENCE WAS STILL ON, SO I CALLED AND WAS TOLD IT WOULD GO THROUGH ON MAY 20THON MAY 20TH, SVC WAS NOT ON AT NEW RESIDENCE AND I WAS PROMISED MAY 23RDMAY 23RD, NO INTERNET SERVICE AND AFTER TWO HOUR CUSTOMER SERVICE CALL, I WAS INFORMED THE AGENT NEEDED MY CREDIT CARD NUMBER AND I WOULD BE CHARGED $FOR A TECHNICIAN TO COME OUT AND SET UP SERVICE AT MY NEW RESIDENCEI WAS NEVER INFORMED OF THIS AMOUNT IN PRIOR CONVERSATIONS, SO I DEC'D TO SEEK INFO FROM CORPORATE FTR AT THEIR FACEBOOK PAGETHEY HAVE YET TO RESPOND I WANT INTERNET SERVICETHEY HAVE A $DEPOSIT I PAID OVER THE PHONE ON FEB 3, FOR SERVICE AT MY FORMER RESIDENCE FROM FEB 10-MAY 20, THAT I HAVE NOT YET BEEN REFUNDEDMY OLD ACCT NUMBER IS ###-###-####- [redacted] -AND IT SHOULD BE DISCONNECTEDTHE NEW ACCT I WAS GIVEN ON MAY 16TH, IS ###-###-#### Regards, Mara [redacted]

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 Frontier needs to compensate him for the time he has spent addressing a billing discrepancy Mr [redacted] advises that he was quoted $per month by Frontier but had been getting billed at a higher monthly rateFrontier has investigated the above statements and offers the following response: Frontier advises that they do not compensate customers for their time Under Tariff, Frontier is responsible for service outage credits, based on the customer’s daily rate of service that is not functioning Frontier is not liable for any other compensationFrontier advises that Mr [redacted] had been quoted a monthly rate of $plus taxes and surcharges Frontier advises that the customer’s account was credited for having been overbilled for the August 21, billing cycle, and the credits brought his remaining balance to $ Frontier spoke with Mr [redacted] on September 18, 2017, 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

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] advises he ordered service through Verizon on February 24th, and scheduled installation for April 22nd, 2016.Mr [redacted] advises that he called Verizon on April 22nd when no one arrived to install his service.He was then told about the acquisition by Frontier.Mr [redacted] advises that he contacted Frontier on April 22nd to get additional information and was informed that the order had not been sent to Frontier.The customer service representative (CSR) then completed an installation order, however, the first date available was weeks out.Mr [redacted] advises he cancelled the installation order at that time (April 22nd) and contacted another provider that was able to get installation completed on April 23rd, 2016.Mr [redacted] advises he then began getting billing statements from Frontier and continued to get them each month until September even though he was contacting Frontier each month.Frontier has investigated the above statements and offers the following response:On March 31st 2016, Frontier closed a transaction to acquire Verizon's wireline services in California, Florida, and Texas, after receiving all required government approvals Prior to that time, notice of the transaction was communicated to Verizon customers On April 1, Frontier formally began transitioning all of Verizon's network, services and customers to Frontier.Frontier advises that any accounts staged for installation in April by Verizon were not forwarded to Frontier systems until beginning of May 2015.Frontier advises that a system generated installation order came through to Frontier, however, installation date on the Verizon order was dated for March 10th so appeared as if he had had service live since that date.Frontier advises that there are no notes in Mr [redacted] ’s account of any communication with Frontier on April 22nd and first evidence of any conversations with Frontier is dated May 11th 2016.Disconnection order is dated for May 2nd 2016.Frontier advises that the amount of credit that was requested had to go through a 2nd tier approval group that at the time was backlogged which Mr [redacted] should have been advised of and given additional information regarding extended approval times at the time of his conversation with CSR.Frontier advises that all charges have been credited back and Mr [redacted] ’s account balance is now at zero.Frontier has educated Mr [redacted] on final billing with Frontier so he is aware of why final bill will generate.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 Specialist: Rebecca N [redacted] Department: Executive Consumer Email: [redacted] Relations