Frontier Communications Corp.

Frontier has reviewed the account of Ms [redacted] and finds that a technician did repair the spans associated to her internet on 9/8/Frontier does apologize for any inconvenience caused and has issued and adjustment in the amount of $that will appear on her next billing statementFrontier has also placed a calendar reminder to issue a $credit to bring Ms [redacted] 's internet to $until September per the notes on the account on 9/7/16.Frontier advises that Internet service speeds are based upon many factors, including a surplus of users and wireless devices, customer location, customer equipment, and WiFi network interference Customer speeds may vary over time

Frontier CommunicationsThank you for referring the complaint of [redacted] ’ internet billing to our office for reviewWe appreciate Mr[redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] requested an upgrade of his internet speed and was billed for both the upgraded speed and his older Verizon package He had requested an adjustment and only part of the adjustment posted to his account.Frontier has investigated the above statements and offers the following response:Mr [redacted] is correct in stating that he received billing for residential accounts at the same address Frontier has issued an additional adjustment of $to his account.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 Specialist: Rebecca N [redacted] Department: Executive Consumer Relations

Tell us why here 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] states she contacted Frontier to cancel her account not realizing her number needed to be active to port out to [redacted] Ms [redacted] states she has contacted Frontier multiple times trying to get her phone number reactivated so it can be ported to [redacted] Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] to reactivate her Frontier phone number On June 23, Ms [redacted] ported her number to [redacted] Ms [redacted] has been provided with a direct number to a Frontier consultant for future contactWe 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 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 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] advised he received no service solution during the transition, for months.He requests to have his credit report corrected to reflect his account was in good standing prior to closure.Frontier has investigated the above statements and offers the following response:Frontier advises that we spoke with Mrs [redacted] on January 26, and reviewed payment history and credited $from account due to confirmed disconnect request.No repair tickets were opened or requested on their behalf.We have advised of denial to credit transactions from Collections beyond this transaction.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 Relations

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]

Tell us why here...Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention Mr [redacted] advised that he cancelled FTR services went to another provider then came back and now HBO go Showtime anywhere, Starz app will not work along with issue with access to HBOGO, ABC, NBC, CBS, ESPN apps etc • A Frontier Communications technical support representative was able to resolve this concern We trust this information will assist you in closing this complaintWe 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 reviewWe appreciate the Revdex.com bringing this matter to our attention The Complaint states that: [redacted] states that his contract was about to expire so he called Frontier Communications for a new rate At this time, Scott quoted him $a month and this was to start on August 5, [redacted] states that two days later he received a bill for $ [redacted] called and spoke with [redacted] who had her supervisor pull the call to confirm the price [redacted] states that Frontier has not called him back or answered his calls in reference to this issue Frontier has investigated the above statements and offers the following response: I called [redacted] and apologized for no one calling him back I told [redacted] that the call in question had been pulled but it was a misquote I told [redacted] that I would not be able to offer him the quoted price of $for a full year but because of the misquote, I would credit him his account $for three months I will give [redacted] a second credit on October 2, and a final one November 2, [redacted] said that would not make him as happy as the year but it is a good startWe 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 review We appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she ordered service from Frontier in August 2017, but no service was installed, so she closed her account in September Ms [redacted] advises that Frontier billed her for services that were not rendered and wants the current balance of $to be credited in fullFrontier has investigated the above statements and offers the following response: Frontier advises that the customer’s entire balance of $has been creditedFrontier attempted to contact Ms [redacted] by telephone and by email on December 6, and December 7, 2017, to advise her of the above statement but has not received a responseWe 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

Frontier has investigated the above statements and offers the following response: Frontier advises at this time Ms [redacted] is receiving the best possible service at this locationFrontier continues to work toward a solution that will improve Ms [redacted] Internet service Given that many factors could impact the timing of an upgrade, we cannot guarantee any specific date for project completion at this time We 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

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.Nicole with Frontier contacted me to let me know they waived the ETF, but the full month of service is due based on updated terms of service shown on the June billUpon looking at the bill in question, this notification is in fine print, on page 4, under text explaining an increase in internet speedsThe print also states that the terms of service were included in the bill, which they were not, as I have electronic deliveryNo where was this emailed to me, or sent as a message or notification in Frontiers appAlso, no where on said Bill does it hint to bill proration changesIt is my belief that this is a deceptive business practice, and Frontier is counting on customers to not read this, and forcing these changes on themCustomers should have been given the option to opt IN, not opt outThis dispute is still not acceptable to me, as I believe frontier should only charge up to cancellationTelling me I can use my services until 10/is impossible, as they have already been disconnectedFrontier also cannot confirm that there won't be any charges on a subsequent bill, which does not sit well with me.I am not opposed to paying for services I used, bit anything past the 22nd is unacceptablePlease advise Regards, [redacted]

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for review. We appreciate her bringing this matter to our attention.The Complaint states that: •Ms. [redacted] called to renew her FIOS TV Bundle Promo credit of $31.97 as she does every year. She... was advised she was unable to do a 3-year service contract. •Each year Ms. [redacted] has to call to request a new promo discount. •Ms. [redacted] has been billed for Frontier Secure Identity Security Bundle at $9.99 per month for over a year, and had not requested it. She now requests it discontinued and refunded. Frontier has investigated the above statements and offers the following response: •Frontier offers a variety of packages and promotions to our new and existing customers. At the time she renewed her bundle of Phone, Internet and TV on January 25, 2016, Ms. [redacted] was provided a promotion on the TV services for a 1-year period, and promotions on the Internet services for 3 years. •Frontier does not currently offer a 3-year promotion on TV services. •The 1-year promotion on the TV service is not eligible to be placed back on the account. •Ms. [redacted] is not currently in a contract. •Frontier has called and left message for Ms. [redacted] to discuss the account. •Frontier continues to reach out to Ms. [redacted] to resolve the TV pricing and Identity Security bundle questions. 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.Brian M [redacted] Executive Customer RelationsFrontier Communications

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, although as of 7/8/credits are still pendingWe are told it could take daysWe will continue to follow up until our bill has reflected the changes and will then make the proper payment Regards, [redacted]

The Complaint states that: Mr [redacted] advises his bill increased and could not afford Frontier and to remove premium channels but keep HBO Frontier agreed to refund money because internet service was disconnected for several days I was disconnected by two customer service representatives and the third Representative that I would be contacted by a supervisor within minutes but never was Frontier needs to be honest in its dealings with customers and efficient in maintaining its records and rates Frontier has investigated the above statements and offers the following response: Frontier spoke with [redacted] on February 22, and explained credits issued to the account Frontier explained discounts and cost of services Frontier offered Mr [redacted] additional discounts, but Mr [redacted] advises that he would like to think about it and he would let Frontier know, if he would like to pursue offer

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 Although the other major issue that has not been addressed is the upgraded port so we can receive a higher internet speedAlso customer service overall for the company is poorMany miscommunications, and employees that seem to have little knowledge of various issues Regards, [redacted] ***

I contacted them on 12/because of an increase in the price of my servicesI was not in a contract and ultimately downgraded my services from two products to oneAfter filing a complaint with the Revdex.com about a pricing issueI was informed that if I cancel services I was in a contract and would have to pay a cancellation feeI asked for proof Of agreeing to a contract and was not provided this informationAfter doing some research on my own I found that when I downgraded my services I was placed in a contract, this was done without my knowledgeIn my quest to find this information I had to recant my initial complaint to a representative who agreed to give me a discount on 300/internet from $to $I agreed though I was initially seeking $It benefited me because I was informed this would negate the contract I was placed in without my knowledgeDuring the long process of the repprogramming this into my account, she came back and said i'm sorry but the system gave a wrong price, it would be $I allowed the process to continue because I wanted the contract removed.I want this company to honor the $and to make the public more aware of there shady practices

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] states she had been a Frontier customer for over years and received an Early Termination Fee when she cancelled her service Frontier has investigated the above statements and offers the following response: On May 26, Frontier communicated with Ms [redacted] via email and advised the Early Termination Fee of $has been credited to her account 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 find that this resolution is satisfactory to me, however the... agreement we reached remains to be acted upon based on two more billing cycles from Frontier which have not yet occurred. So far I am satisfied with the proposed agreement to resolve the issue. Regards, [redacted]

Thank you for referring the complaint of [redacted] to our office for review. We appreciate [redacted] bringing this matter to our attention. The Complaint states that: [redacted] advises that he had disconnected his account on June 30, 2016, however, he continues to receive... monthly bills with new charges. [redacted] advises that he would like the billing stopped and monies due to him refunded accordingly from his last payment made on June 29, 2016 that was for his June 11, 2016 billing statement, Frontier has investigated the above statements and offers the following response: Frontier advises that the account was disconnected effective June 17.2016, however, due to a system error the order had failed to post to bill in a timely fashion. This has been corrected and the September 11, 2016 closing statement reflects this with prorated credits back to June 18, 2016. Frontier advises that a final bill will generate October 11, 2016 with refund to follow by mail. [redacted] stated she was satisfied. 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.