Frontier Communications Corp.

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

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

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 cannot, at this time, accept in good conscience, the claim of resolve I will not accept the resolve until the refund is in my hands The reason for this is that in dealing with this company for over a year, I have been in this situation before Their answers constantly change in order to appease the customer in the moment, but much of what they declare is false I will not accept this claim as truth until my refund has arrived by no later than the 24th of this month, as stated by the business Regards, [redacted] ***

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

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]

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]

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 The person assigned, richard, failed to honor the $as quoted by their advent in January He felt it would take care of me by honoring a $credit for months even though I agreed to the $for a year The are trying to justify the price with taxes I feel frontier has not met my expectation of resolving this issue All I want is the additional $off my bill til January of This is horrible customer service and they are hiring behind the word taxes and policies The customer is not being listened to nor taken care of Also, they are very discriminatory with their customers due to their pricing as several of my neighbors has renewed and have cheap pets bills with the same service Please dig deeper into the unethical business practices of frontier as they are truly taking advantage of florida customers Regards, [redacted]

A Frontier agent called and spoke to [redacted] Mr [redacted] advised that his services are all up and running and the issues have been resolved for now He wanted to be able to cancel his service without an ETF being billed due to the inconvenience and outages he experienced As a courtesy, he was advised that Frontier will waive the ETF if he should decide to cancel his FIOS services before the term is complete A note will be placed on his account in reference to ETF waiverCustomer understands and is satisfied with the resolution Case Closed

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

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.

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.

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] For the decades I had phone service and the few years I had internet there was no mention of any auto-renewal except buried in the fine print of every monthly statement. Nobody is going to read that which I'm sure Frontier is counting on. My internet agreement was for 2 years, no mention of auto-renewal when I signed up. As far as I'm concerned, you cheated me out of $100.

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.

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]

Thank you for referring the rebuttal of [redacted] to our office for review We appreciate Ms [redacted] bringing this matter to our attention The Rebuttal states that: Ms [redacted] advises Frontier should not be able to have her credit report run and used to check for the previous resident’s debt Frontier has investigated the above statements and offers the following response: Frontier advises that it is not possible to determine whether the previous occupant of a home has a past due balance with Frontier until a credit check has been run for the perspective customerFrontier also advises that when a search is done on an address, it is to verify that service is available at that particular address and will not indicate whether the previous person who resided at that address still has a debt, unless their service is still active.Frontier advises that Ms [redacted] can still get new service with Frontier if she sends in a notarized lease agreement that confirms she is now the current resident at the addressFrontier spoke with Ms [redacted] on November 15, and advised her of the above 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 Communications Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] advises she has returned calls to Frontier and requested a call back within her schedule Ms [redacted] advises she was told she would not be charged anything if she disconnects services Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that there were several voice messages exchanged between Ms [redacted] and Frontier, Frontier attempted to establish an alternative method of contact using email to prevent the repeat telephone calls Frontier did not receive that return call with email address until October 28, Frontier then contacted Ms [redacted] via email on November 1, to review that the Internet fees are being waived and a credit of $applied for installation fees 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

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] disconnected his services as of May 3, and was advised that his refund check would take days to receiveMr [redacted] would like his refund check expeditedFrontier has investigated the above statements and offers the following response: Frontier review the account and we have requested to have a refund check sent outPlease allow to business days to receive.Frontier called and left Mr [redacted] a message to advise 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

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 they terminated services in June and cannot get a correct final bill Frontier has investigated the above statements and offers the following response: Frontier has investigated Ms***’s concern and records show that a request was received in June to disconnect services and an email was sent back to Ms [redacted] asking for more informationFrontier did not receive a reply back until July 19, and at that time an order was placed to terminate services on July 27, 2017.Frontier has adjusted the account for $which is giving the account a refund for days back from the disconnect dateFrontier has spoken with Ms [redacted] on December 06, and informed her of the above information 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

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] states that his long distance was changed without his permission.Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] ’s long distance was changed in error.Frontier advises that an order was placed to change Mr [redacted] ’s long distance to AT&T on May 15, Frontier has adjusted Mr [redacted] ’s account for the long distance calls that were billed though Frontier and will follow up on his next statement to ensure any additional charges are adjusted accordinglyFrontier has made several attempts to contact Mr [redacted] regarding this issue but has been unsuccessful in speaking with him furtherFrontier has mailed Mr [redacted] a letter with direct contact information if he needs any additional assistance 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 you bringing this matter to our attention.The Complaint states that: Mr [redacted] states that he was quoted $for his internet services.Mr [redacted] also stated that when he received his bill it was higher than what he was quoted.Frontier has investigated the above statements and offers the following response:Frontier records show that Mr [redacted] was quoted $for the 100/internet speed with a Customer Loyalty Credit of $50.Frontier may offer promotions on pricing and services to eligible customers at various timesMr [redacted] account was not eligible for the $Customer Loyalty CreditFrontier records reflect that Mr [redacted] was billed an upgrade fee of $in error.Frontier records reflect that credit was issued for the upgrade fee of $and a courtesy credit of $Please allow 1-bill cycles for this credit to reflect on the customer’s bill.Frontier representative has spoken to Mr [redacted] and advised of the credits and plan he is currently onWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that MrSamuelson has experienced as a result of the above matter.Frontier Specialist: Tocoma K Department: General Manager