Frontier Communications Corp.

Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] is disputing the early termination fee charged on her final billFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on July 11, and advised that the charges are sustained and are valid charges.Frontier advises that the auto renewal notice with the coverage dates are stated on her bill each month Frontier also advised that each bill statement has notification that she must notify Frontier at least days prior to the renewal dateWe 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

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

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: ###-###-####

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]

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 has investigated the above statements and offers the following response: At this time there are no ports available to provide Internet serviceA Frontier Consultant has been in direct contact with Ms [redacted] and created a new order for residential Internet serviceMs [redacted] has been advised there is no installation date at this timeOnce a port becomes available Frontier will contact her to establish a due dateService is establish in the order the request was received 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 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

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that Mr [redacted] is having issues with his Frontier Internet Service Frontier has investigated the above statements and offers the following response: Frontier has investigated Mr [redacted] ’s account and has determined that due to a surplus of WIFI traffic in his home or immediate area, WIFI network congestion could be affecting his Internet service speedsFrontier advises that plugging devices directly into the router through a wired connection should address the issueMr [redacted] knows to contact Mark H [redacted] 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

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

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 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

Thank you for referring the case of [redacted] to our office for review We appreciate you bringing this matter to our attention.Frontier’s records indicate that on the customer has Simply Broadband Ultra with a term date of February 26, to February 25, for $per month The customer’s billing statement dated February 7, states: “Your current Frontier promotional rate will expire on 02/26/On that date, associated promotional credits and discounts will no longer appear on your billFor questions please call Customer Service.” The March 7, statement indicated that the Simply Broadband Ultra with a term of February 26, thru February 25, at a rate of $The April 7, billing statement also includes a rate of $The customer’s $per month discount for autopay expired on March 1, and there is not a valid promo for autopay customersThe customer’s monthly rate for Simply Broadband Ultra of $will be valid until February 25, We apologize for any inconvenience this may have caused the customerWe trust this information will assist you in closing this case.Frontier Communications

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

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

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 has investigated the above statements and offers the following response:Frontier advises the correct price for Simply FiOS 50/is $per month, plus a $Router feeFrontier has removed the Security Package and credited the accountFrontier has added a discount for $ off per month for one full yearFrontier attempted to reach Ms [redacted] to advise of the above but was unsuccessfulFrontier did leave a contact message for Ms [redacted] that included direct contact informationWe trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter

The Complaint states that: Ms [redacted] advises she was offered an increase in her internet speed and a $decrease in her monthly charges on December 11, Ms [redacted] requests a $credit for the difference between what she was billed and the quoted pricing Frontier has investigated the above statements and offers the following response: Frontier finds that Ms [redacted] was quoted an upgrade of her Vantage Max Turbo internet at $per month to Vantage Power internet at per month.Frontier finds that due to a Frontier error, the change in Ms [redacted] ’s internet resulted in the removal of existing promotional discountsThe increased pricing printed on the January 15, and February 15, statements.Frontier has issued credits for a total of $in relation to the billing errors on the January and February statements The credit will print in one or two billing cycles.Frontier finds Ms [redacted] moved her service to another provider with an effective date of February 22, No additional credit is required based on the billing error as credits for all overcharges have been applied to the account.Frontier advises that the March 15, billing statement will include prorated credits based on the February 22, disconnection of service and no new monthly charges will be generatedFrontier contacted Ms [redacted] on February 23, by email to provide the above information

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 he was quoted $plus taxes and surcharges, when he ordered TV, internet, and home phone services from Frontier, in February Mr [redacted] advises that his first bill was higher than expected, and that he called in on May 3, to have his bill adjusted He also advises that he was overcharged on his second bill, which totaled $with tax Mr [redacted] advises that the price that Frontier quoted him was $for the services and $for the extra cable boxes, for a total of $plus tax He also advises that Frontier needs to honor the price that was quotedFrontier has investigated the above statements and offers the following response: Frontier advises that the monthly recurring charge for the TV, internet, and phone service is $114.99, which does not include any equipment The monthly equipment rental fee for TV’s, which includes one recording box and three additional client boxes, is $ This would come to a total monthly rate of $ The $difference in the rates is because of the rental fee for the fourth cable box.Frontier advises that an additional $discount was applied to the customer’s account, to bring the monthly rate for the services and the TV equipment to $138.99.Frontier spoke with Mr [redacted] on July 14, 2017, and confirmed that after applying the additional $per month discount, the total monthly rate will be $plus taxes and surchargesWe 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 Mr [redacted] ’s account and has issued a courtesy credit of $waiving the Technician Isolation charge for trouble ticket # [redacted] placed on November 7th due to conflicting information reported on the repair Frontier has discovered that the Amazon Gift e-card was not sent to the customer therefore we have credited the Early Termination Fee of $associated with this promotion Frontier advises that Mr [redacted] ’s account now reflects a credit balance of $ A request has been submitted to expedite the refund which the customer should receive within to business days Frontier apologizes to the customer for any inconvenience that this matter has caused

Frontier has investigated the above statements and offers the following response: Internet speeds are based on multiple variables including limitations of the computer, time of day, etc.Frontier also advises that the available Internet speed depends on the distance from Frontier’s closest facilities Ms***’s location was over 21,feet from the nearest Frontier facilitiesA Frontier technician was dispatch to Ms***’s residence and changed the facilities in order to provide better service to the customer.A Frontier consultant had been in direct contact with the customer and verified service is now workingFrontier applied an adjustment to Ms***’s account in the amount of $ We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter