Frontier Communications Corp.

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 credits that were issues on my account were for service downtime for the month of May It does not satisfy my complaint regarding the atrocious customer service and handling of my service issues Even on the phone call to cancel my service the person did not know which department to transfer me to regarding my refund She transferred me to someone who only deals with internal calls, not customer relations I was told that I may or may not recieve any kind of refund depending on my account statistics at the time of my next Bill As far as I'm concerned, I am owed at least another $credit for my time and inconvenience I dealing with this company's lies and incompetence 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 was not offered a credit for the $ I want the $credited back to my account as Frontier had originally offered for me sending them back their equipment Regards, [redacted]

Thank you for referring the case of [redacted] to our office for review We appreciate you bringing this matter to our attention.Our records indicate that customer was billed for products/services they did not order We issued a total credit of $on February 24, On March 3, we also issued a credit of $for the late payment fee that was reflected on the customer’s February 19, billing statement Both credits (and 5.08) will be reflected on the customer’s March 19, billing statement.We called customer and advised them of credits that have been issued and gave our contact number so if they have any billing concerns on their March billing statement they can call our office.We apologize for any inconvenience We trust this information will assist you in closing this case.Frontier Communications

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention.The Complaint states that:• Mr [redacted] advises he submitted a repair report for an internet issue which he repaired himself but kept the ticket open because he needed a power supply replacementThe repair commit date of Friday 1/15/was missedFrontier offered to reschedule to Saturday 1/16/at which point Mr [redacted] cancelled the repair ticket• Mr [redacted] advises that on Sunday 1/17/16, with no notification, a technician backed his truck into their driveway and blocked the sidewalk and the front of the truck was in the streetMr [redacted] states the technician nearly hit their car and nearly hit a car in the streetFrontier has investigated the above statements and offers the following response:• Frontier issued a $missed commitment credit which will appear on Mr [redacted] ’s February 16th statement.• The technician’s supervisor has been notified of the parking incident at Mr [redacted] ’s homeThe incident will be reviewed and the appropriate action taken.• Frontier left a message for Mr [redacted] advising 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.Sincerely,Frontier Customer Relations

Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewThe complaint is in regard to the business account for [redacted] ***We appreciate her bringing this matter to our attention.The Complaint states that: Ms [redacted] contacted Frontier on July 7th, to have phone and internet services disconnectedThe services were installed at her store, Melinda’s Movies & More in Darrington, WAMs [redacted] advised Frontier she was closing her store and was calling to disconnect the servicesMs [redacted] also inquired about a third party billed amount from [redacted] The account remained open, and additional charges were generated up to and including the December billing periodMs [redacted] does not wish to pay any amount on the overcharged billFrontier has investigated the above statements and offers the following response: Frontier reviewed the account and the recorded conversation with the agent on July 7, Frontier agrees that Ms [redacted] requested the account to be terminated effective that dayThe agent failed to process an order to terminate the account at that timeSubsequent requests to review the call and terminate the account were not successful at resolving the issue until Ms [redacted] reached Frontier agent Marcia on 12/29/ Frontier processed order # to disconnect the services and effective date back to October Frontier is in the process of manually crediting the account back to an effective date of July 7, 2015, as per her original requestFrontier has reached out to Ms [redacted] on 12/30/She was advised of the account termination and credit processIt may take 1-bill cycles to have all the credit applied to the accountMs [redacted] was provided a contact number for any future concernsWe 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 matterFrontier Specialist: Brian M [redacted] Department: Customer Relations

The Complaint states that: Ms [redacted] advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier 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 interference Customer speeds may vary over timeFrontier advises that Ms [redacted] pays $per month for her Simply Frontier Internet service, the lowest price availableFrontier advises that we attempted to reach Ms [redacted] and was unsuccessfulDirect contact information has been provided

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: · [redacted] advises trouble with his internet connectivity Frontier has investigated the above statements and offers the following response: · Repair history located trouble ticket reported January 4, as frequent internet disconnect The ticket was closed January 8, as replaced Optical Network Terminal (ONT)Verified subscribed speeds after replacing (ONT)· On March 06, credits totaling $were applied for the time out of service This will reflect in one to two bill cyclesA Frontier representative attempted unsuccessfully to reach Mr [redacted] A contact letter was sent on March 10, 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 matterFrontier Specialist: Amy B [redacted] Department: Consumer Relations

Mrs [redacted] was advised that a new Back Up Battery (BBU) replaced, but never received equipmentAlso she mentioned that she was charged for a sports package that she didn’t request Frontier has investigated the above statements and offers the following response: After further review, customers in the state of California will need to purchase a replacement battery from a third partyCustomer should look at their existing battery for make and modelBatteries can generally be found online or at any of the largest home improvement stores near themRegarding the sports package, an order was created on November 18, to have it removedA credit in the amount of $was applied to the account for the prorated charge for FiOS Custom Sports package, and an additional credit of $for the Regional Sports FeeCredits generally takes 1-billing cycles for them to appear on customer’s bill.On December 8, 2016, Frontier spoke with Mrs [redacted] acknowledging her concernsWhen speaking with her, we went over findings; however, she was not satisfied with resolution and ended call We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter

Frontier has reviewed the accounts of Ms [redacted] , and finds that ###-###-#### was installed on 10/31/and disconnected on 12/12/This account has a balance in the amount of $in which Frontier has waived in full as a courtesy.Ms [redacted] advised that service never worked at that location.Frontier also finds account number ###-###-#### that was installed on 5/29/and disconnected on 12/2/This account has a balance in the amount of $in which Frontier has also adjusted to a zero balance as a courtesy.Frontier has also found an account, ###-###-#### in the name of [redacted] in which installed at [redacted] on 1/4/and disconnected on the same dateFrontier has attempted to contact Ms [redacted] , however has not been able to reach herFrontier does not have record of any other install order for Ms [redacted] and does apologize for any miscommunication or inconvenience caused

Revdex.com:Frontier did call and discuss this with me They were apologetic, but not overly concerned that their system is greatly flawed If I post a payment to my account on April 22, which I did, then that payment should post to my account effective the date I made the payment, April, 22, which it did not Frontier did not take the approved money from my account until three days later, on April 25, which is also the date they show I made the payment This flaw could result in customers being charged late fees when they are not late with their payments.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]

Thank you for referring the complaint of [redacted] to our office for review The Complaint states that: Mrs [redacted] advises that Frontier will not allow her to settle on her disconnected accounts Frontier has investigated the above statements and offers the following response: Frontier advises that we have contacted our collections team and there was no issue setting her up with a settlement.Frontier spoke with Mrs [redacted] on 10/27/and confirmed resolution and detailed direct contact information for future concernsWe 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 [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that his service was disconnected to soon and when it was reconnected he received a bill for $Mr [redacted] wants his account corrected Frontier has investigated the above statements and offers the following response: Frontier review the account and we show that the account does not have a balance.Frontier called and left a message to review the case 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

Frontier has investigated the issue and offers the following response:• Frontier reversed $back to the [redacted] account it was pulled from The reversal will take approximately days to complete from 12- • Frontier apologizes for the delay in returning the funds to Mrs***’s accountWe trust that this information will assist you in closing this complaint We apologize for any inconvenience [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms [redacted] is states she requested disconnect December 25, Frontier has investigated the above statements and offers the following response: Frontier advised we have process a disconnect and dated it back to December 25, Return kit has will be sent for equipment.Frontier advises this order will credit back the new bill cycle from January 11, for $ Ms [redacted] has already paid her last bill cycle from December to January 10, 2018.Frontier spoke with Ms [redacted] on January 25, and reviewed the aboveWe 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

Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: Ms [redacted] was attempting to cancel her services, but was not able to do so as a pending order for internet was stopping the processMs [redacted] was charged for in state Washington calls, when she was advised previously she had an unlimited Washington planMs [redacted] was given a multi-device protection plan without asking for it Frontier has investigated the above statements and offers the following response: Ms [redacted] had been setup with a lower price phone package that included minutes of long distance It may not have been adequately explained that calls over minutes would charge at $ a minute Because of that, Frontier has credited back all additional long distance charges to the account.Frontier contacted Ms [redacted] and advised of the credit to the accountDuring the conversation Mrand Ms [redacted] decided to retain their phone serviceWe agreed to a price and a package that suits their needsFrontier verified the previously indicated multi device security plan was removedMs [redacted] was provided my contact number for any future billing or service concerns 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 Specialist: Brian M [redacted] Department: Customer Relations

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 have talked to numerous people since the date that they have said they have on fileI have lived here for years and they have been here timesof those times replaced the box which in return was NOT the issueAnd the last tech that was here said it was the issue in the main office here in town that they had the connection in the wrong spotHe corrected that and it was good for a dayI have kept track for the last weekI have dropped service every minutes and at one time I had mins in an hour that I was able to use my internetI am sorry but you are incorrect on this and I know for a fact that I am NOT the only person having these same issuesThe people that are next to where I work have also spent numerous hours trying to maintain their connectionThis is a HUGE issue when we are paying good money for internet service that we are not getting provided by this companyI know for a fact that the replacement of the boxes were in and no one has come out this year because everytime they call I am at work, in meetings or they are having a tech call me backSo YES this is a BIG issue and I WANT it taken care of ASAPI want what I am paying for and telling me it varies on so many things was not what the contract was signed forIt was never mentioned that hey you may not get this exact service due to the amount of people on, connection etc etc Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11545956, and find that this resolution is satisfactory to me Regards, Matthew [redacted]

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 over time • Frontier has investigated Ms***’s account and has determined that Ms [redacted] resides in an area with a surplus of Internet users that could be affecting Internet service speeds • Due to a surplus of WiFi traffic in his home or immediate area, WiFi network congestion could be affecting Internet service speedsFrontier advises that plugging devices directly into the router through a wired connection should address this issue • Frontier also advises that the available Internet speed depends on its distance from Frontier’s closest facilitiesMs***’s location is over 12,feet from the nearest Frontier facilitiesDue to this distance, the highest Internet speed that Frontier can provide at this location is Mbps at this time • Ms [redacted] is eligible for the $pricing that the Attorney General’s office negotiated with FrontierThe price decrease will appear in the form of a credit on her bills starting with the upcoming bill cycleMs [redacted] qualifies for the credit because she subscribes to Frontier Internet Max service and his service is provisioned at Mbps or below We regret any inconvenience that [redacted] may have experienced as a result of the above matter.”

Frontier Communications spoke with Mr [redacted] and advised that we have no payment of $payment remitted on behalf of account # [redacted] .Frontier further confirms two partial payments, $applied on February 15, and of $that was applied to Mr***’ account on March 10, After attempts made, a final message has been left informing Mr [redacted] to remit proof of payment to further dispute

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, The Frontier rep was very courteous and understandingHe addressed my concerns with respect and I truly appreciate a company that treats their customers with integrityI am happy with the outcome [redacted]