Frontier Communications Corp.

Frontier has investigated the above statements and offers the following response: • A trouble ticket accounts for the no dial tone issue Ms. [redacted] experienced and an adjustment has been issued for the time out of service... totaling $26.30. Please allow 1-2 billing cycles for credit to reflect on the billing statement. • Our expectation is that all customers have a positive experience when requesting assistance with service or billing concerns. In 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. 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.

Date Sent: 11/30/2:19:PM · Frontier’s investigation shows that Mr [redacted] reported a service outage on October 10, Trouble ticket [redacted] was added to a Common Cause outage affecting multiple customers The outage was resolved on October 11, · Frontier advises that Mr [redacted] reported a broadband service outage on November 2, Ticket number was entered with a system generated due date of November 15, The ticket was closed on November 15, as completed when the technician confirmed working service at the outside of the home and noted the ticket that he was unable to reach Mr [redacted] for access· Frontier advises that Mr [redacted] contacted Frontier again on November 15, after the repair ticket was closed to report a missed commitment and that the service was still not workingNew Trouble ticket number [redacted] was entered with a system generated due date of November 21, The service was repaired on November 21, Frontier’s investigation shows that the adjustments quoted were applied on November 4, and November 7, The corrections were entered after the November 1, statement · generated The missed commitment adjustments for a total of $will print on the December 1, statementAn additional adjustment of $was applied for the time out of service and will also print on the December 1, statement· Frontier has spoken with Mr [redacted] to confirm his satisfaction with the completed repair of his broadband serviceMr [redacted] also confirmed his understanding of the adjustments applied to his accountHe appreciated the resolution to his concerns

Frontier Communications 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: Mr [redacted] advises he requested his internet services to be disconnected on June 15th, due to moving out of Frontier service areaMr [redacted] reports he followed up to receive his set top boxes with his new addressMr [redacted] has not received a final billing and advises his services are not disconnected only temporarily suspended Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Mr [redacted] and after further investigation Mr [redacted] had two accountsOne was disconnected, the other was temporarily suspended.The representative disconnected MrCalhoun’s account effective 10/25/and has given credits totaling $Mr [redacted] will receive a correct final billing within 1-bill cycles and the representative will ensure correct billingMr [redacted] is satisfied with this resolution We trust that this information Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Gabriela C*** Department: Consumer Relations Telephone Number: ###-###-#### Ext [redacted] Fax Number: ###-###-####

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 a few hours after his internet service installed by Frontier on December 3, 2017, he would constantly lose connection to the internet, and the service would go on and off on a regular basisMr [redacted] advises that Frontier sent him a bill for $180.00, and that the bill he received included charges for equipment and other additional charges, which he advises that a Frontier sales representative told had him at the time of order that he would not be charged for Mr [redacted] advises that he should not have to pay Frontier for the service that he was not receiving and wants to opt out of his contractFrontier has investigated the above statements and offers the following response: Frontier advises that there were some notes on Mr [redacted] ’s account from the Repair Department, from December 7, 2016, documenting that the customer was experiencing frequent disconnects and troubleshooting was performedFrontier advises that Mr [redacted] ’s service was suspended on January 31, 2017, due to the fact that customer never made a payment to Frontier, and permanently disconnected on February 21, Frontier also advises that the customer never had a contract with Frontier, thus there was nothing for him to opt out of, and he never called Frontier to cancel services.Frontier attempted to call Mr [redacted] twice on March 3, and on March 6, and sent him an email on March 6, 2017, but the customer has not respondedWe 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 hereThe Complaint states that: Mr [redacted] advises that he called Frontier on January 31, and was offered a $discount for monthsMr [redacted] advises that when he received his bill the discount that was promised was not applied Frontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience this issue has caused Mr***Frontier advises that we have issued a $discount for months starting with Mr***s March bill cycleFrontier advises that a $credit was issued toward Mr***’s February bill as a courtesyFrontier advises that we spoke to Mr [redacted] on March 28, to advise of the above

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 was NEVER advised the original issue was due to non paymentEvery time I called I was advised there was an outage in the area.The issue was not a outage in my area as I was issued a new modem(This is now my 3rd since I have started business with frontier) I'm continuing to have the same problem as I did with my first modemI'm constantly having to restart the modem for a connectionI have had to restart it JUST NOW! I will need a functioning modem delivered to me immediately that I don't need to restart 5-times a day.Regards, [redacted]

Frontier Communications Thank you for referring the complaint [redacted] to our office for reviewWe appreciate his bringing this matter to our attention.According to the complaint: Mr [redacted] gets intermittent internet service Mr [redacted] states that as of 11/26/he had been without internet service for one monthMr [redacted] has called numerous times and Frontier has done some things to give service that last “twenty minutes, maybe.” Frontier has somewhat of a monopoly in the areaFrontier 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 interference Customer speeds may vary over timeFrontier is not a monopoly provider in any of its service areas All areas where Frontier provides service are open to competition from any provider that chooses to provide service, including wireless operators and satellite operators Frontier is committed to delivering the highest quality Internet in its often rural and high-cost service area Frontier records show Mr [redacted] has a consistent internet usage month over month Frontier records indicate Mr [redacted] has received a one month out of service credit that was applied to the account as of November 28, This will be reflected on the December 13, bill statement 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: Brian M [redacted] Department: Executive Customer Relations

Frontier advises that Ms [redacted] ’s account has been updated to reflect new customer prices for her Bundled service.Frontier advises that the new customer prices will be effective for months from December 13, to December 12, 2017.Frontier finds that the new promotional prices were reflected on the December 29, billing statement.Frontier finds that the total amount due on the December 29, statement was lower than Ms [redacted] expected due to the addition of prorated creditsThe prorated credits were the result of the addition of the promotional discount during the previous billing cycleFrontier advises that the customer will see the new promotional rate on her January 29, billing statement without the addition of any other adjustments or corrections.Frontier advises that we spoke with Ms [redacted] on January 18, to provide the above information

Frontier Communications 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: Mr [redacted] advises Frontier Communications continues to bill him for things he does not receiveHe is being billed a FIOS bundle discount charge and a Frontier Secure Personal Device Protection planMr [redacted] states he has called twice to remove but it has not been removedFrontier has investigated the above statements and offers the following response: A Frontier Representative has reached out to Mr [redacted] who advises an order was completed by a previous representative to remove the FIOS bundle discounts charges and the personal device protection.Mr [redacted] received a total credit of $for the above stated charges.Mr [redacted] is appreciative and all matters have been resolved 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: Gabriela C*** Department: Consumer Relations Telephone Number: ###-###-#### Ext Fax Number: ###-###-####

Frontier CommunicationsThank 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 that he has quoted a promotional price of $for his services however he was not being billed the price he was quotedMr [redacted] advise that he is owe additional credits for the over charge of services.Frontier has investigated the above statements and offers the following response:Frontier investigated Mr [redacted] ’s account and found that he was missing some promotional discounts.As of December 2, 2017, the promotional discounts were applied to Mr [redacted] ’s account.Frontier records reflect a credit of $has been issued to Mr [redacted] ’s account.An additional credit was applied in the amount of $for the missing promotional discountsPlease allow 1-bill cycles for the credit to reflect on the customer’s billing statementFrontier representative have spoken to Mr [redacted] and advised of the credits that have been issuedWe 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: Tocoma K Department: General ManagerTelephone Number: ###-###-#### Fax Number: ###-###-####

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 that he has experienced issues with his Internet service with FrontierFrontier has investigated the above statements and offers the following response:Frontier advises that this internet service is based upon many factors, including network congestion, customer location, customer equipment, and network interferenceCustomer speeds may vary over timeFrontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrade in Mr***’ area at this time.Frontier advises that Mr [redacted] pays $per month for his Frontier Internet service, the lowest price available.Frontier advises that the last repair that was reported was on December 26, and was completed on December 31, Frontier has provided Mr [redacted] with direct contact information should he experience further issues so the trouble can be isolated and repairedFrontier issued an adjustment in the amount of $as a courtesyFrontier 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 Mr [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he signed up for internet service with Frontier, but the service was never installed He also advises that Frontier billed him for service that was not rendered Mr [redacted] advises that Frontier needs to stop billing him for service he never received and bring the balance on the account to zero Frontier has investigated the above statements and offers the following response: Frontier advises that the account balance has been zeroed out, since no service had been renderedFrontier attempted to contact Mr [redacted] via telephone and email on February 20, and February 21, to advise him of the above statement but has not received a response 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

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 At this point, I have little confidence that they will follow through with their proposed resolutionI have contacted them via phone and online chat at least times over the past months, and have always been put on hold and given ridiculous excuses for why they haven't resolved my issueHopefully gettinig Revdex.com involved will make a differenceThank you for providing this forum Regards, [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 had autopay with Verizon, yet the payments never posted to her Frontier account Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was not enrolled in automatic bill payments with Frontier.Frontier advises that payments received were posted via online bill pay.Frontier has made multiple attempts to contact Ms [redacted] Frontier has sent no contact email correspondence with direct contact informationWe 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:After bad experiences with Frontier Communications I contacted the Revdex.comI wish to thank you for such a speedy processAll I wanted was a replacement box...mine was malfunctioningThe phone reps didn't seem to know their jobs, or how to accommodate a simple requestI felt like 'Oliver" begging for more porridge.On the same day I was contacted by a frontier rep...he was superI've already hooked up my new box, and sent the old one back.Thanks Revdex.com! I have reviewed the response made by the business in reference to complaint ID 11311607, and find that this resolution is satisfactory to me Regards, [redacted]

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 Regards, [redacted] I received a call on 11/17/from an individual stating he was from the offline deptHe was asking if I had recently tried to change my internet services to highspeedHe would only identify himself as LUIS so I asked if he had an identifying number I could use for my records he said no it would be in the logI told him Angela with Frontier in response to my Revdex.com complaint had handled my account, and I was creditedHe stated he didnt know anything about that and was not going to make any internet changesSo I told him I would call Angela and ask her about it, I am currently waiting for a response, but I felt that HIS CALL WAS MEANT TO CONFUSE ME AND ADD FURTHER CHARGES TO MY ACCOUNT.I RECORDED THE ABOVE MENTIONED PHONE CALL FROM LUIS IN THE OFF-LINE DEPT AND CAN PROVIDE IT SO THERE IS NO CONFUSION

Revdex.com:Although the writing is not what we discussed over the phone, I accept the terms as long as they agree:After the month promo is over I can decide to leave the company or sign up for a new promoAlso this month promo will make my bill roughly $175/month give or take some changeThat was what I discussed with Ramona H [redacted] at Frontier CommunicationsIf that is agreeable then yes, this resolution is satisfactory to me in reference to Complaint ID [redacted] .Again this is what I discussed with Ramona Howard and she agreedThe next step was to send it to [redacted] for me to accept the Revdex.com resolution Regards, [redacted]

Thank you for referring the complaint of [redacted] S [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention. The Complaint states that:Mr. [redacted] states that he cancelled his Frontier service five months ago but has continued to be billed by... Frontier. Mr. [redacted] states that he was advised the charges would be removed and that he would have a zero balance but this has not reflected on his Frontier account. Frontier has investigated the above statements and offers the following response:Frontier confirms that Mr. [redacted] contacted Frontier on July 12, 2016 to have his Frontier service transferred to his new address. Frontier contacted Mr. [redacted] on July 13, 2016 and advised that Frontier could not transfer the Internet service due to the Internet not being available at his new location at this time. Mr. McWilliams’ Frontier account at his previous location was not disconnected in July 2016. Mr. McWilliams’ Frontier account was cancelled on November 15, 2016.Frontier applied an adjustment of $147.96 on December 19, 2016. Mr. [redacted] no longer has a balance with Frontier. Frontier spoke with Mr. [redacted] on December 19, 2016 and advised the information above. Mr. [redacted] is satisfied. 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 review. We appreciate Mr. [redacted] ... bringing this matter to our attention. The Complaint states that: Mr. [redacted] was billed for Frontier equipment although it had been returned. Mr. [redacted] was advised that a refund would be generated within 7 days. Frontier has investigated the above statements and offers the following response: Mr. [redacted] ported his service to another provider on December 15, 2017.Mr. [redacted] ’s equipment was received in inventory on December 22,2017.Mr. [redacted] was charged in error for unreturned equipment on February 17, 2018.Credit was issued to Mr. [redacted] ’s account on March 17, 2018.Credit reversal for $667.35 has been submitted and will appear on Mr. [redacted] ’s credit card within 3-5 business days. 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.

A Frontier agent has investigated and found the following: Customer was billing $44.99/Broadband Max + $9.99/Frontier Secure + $27.25/Residence Line + taxes and surcharges monthlyCustomer's services were billing separately...no Bundle A Frontier agent created order # [redacted] to Bundle products for a monthly rate of $+ taxes The agent also adjusted the account in the amount of $for the difference of price billed and new bundle price Customer will have a remaining credit of $that will apply to her August billing statementMrs [redacted] understands and is satisfied with the resolution Case closed