Frontier Communications Corp.

Frontier has investigated the above statements and offers the following response: Frontier has investigated Ms***’s account and has determined that Ms***’s billing is correct.Frontier has issued credits to the customer’s account as a one-time courtesy.Frontier has spoken with the customer, ensured satisfaction, and provided contact info noted below 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 matter

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 was billed for service even though he wanted to end his service earlier and states the account has been referred to collections Frontier has investigated the above statements and offers the following response: • Frontier advises that Mr [redacted] has pre-paid for his Internet service and was eligible to continue receiving service through the end of his billing cycleMr [redacted] requested his Internet service disconnected on October 21, The service was billed $on October 2, and is pre-paid until the end of the bill cycle through November 1, • Frontier attempted to reach Mr [redacted] to advise of the aboveFrontier left a message and emailed for Mr [redacted] that included direct contact information We trust that 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

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Carolyn [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] was advised that her account was zeroed and owed nothing for her serviceMs [redacted] had not received a billing statement for services.Ms [redacted] was not aware that she had two accounts with Frontier Communications.Frontier has investigated the above statements and offers the following response:Frontier records indicate Ms [redacted] had two accountsAn internet account, [redacted] and Ms [redacted] ’s voice account for phone number ###-###-####Frontier found [redacted] account was disconnected on April 17, and full credit was issued to this account, which left a refund due in the amount of $A refund check was sent to Ms [redacted] for the $9.62, which she confirmed receiving in July 2017.Frontier found that the statements were not being received due to the Space/Lot Number was not included in her mailing addressThese statements were returned to Frontier as undeliverableThis was corrected the mailing address via service order.Frontier notified Ms [redacted] of findingsMs [redacted] requested for late fees to be removed on account number ###-###-#### in the amount of $which was honoredFrontier advises the remaining balance is $and is sustained as valid charges for service that were renderedFrontier advised Ms [redacted] that Frontier received one payment on Account number ###-###-#### on May 17, for the amount of $However, this payment was sent to the wrong address and was redirected to the correct address(Frontier [redacted] )Ms [redacted] was advised to review banking statements for the missing payments to verify the address and account number for accuracyWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Carolyn [redacted] has experienced as a result of the above matter.Frontier Specialist: C [redacted] Department: Customer 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] I finally got my $amazon card It only took about calls over a month period and every time I got a different response Thank you for your assistance

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] states he was advised of a Three-hundred-dollar Amazon gift card he could receive when establishing service for Internet and Television serviceMr [redacted] advises that he had not received the gift card within the timeframe he was advised Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account the account does not qualify for the Three- Hundred-dollar Amazon cardFrontier advises that upon Mr [redacted] being notified he is ineligible he requested the TV service be removed from the account.Frontier advises it has adjusted the account and has corrected the cost of the standalone internet serviceMr [redacted] qualifies for a Fifty-dollar Amazon gift card.Frontier advises it has sent the gift card to Mr***.Frontier has made an attempt to reach [redacted] ***; however, Frontier has been unsuccessful in speaking with him 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he would like his internet fixed and explained that technician advised that wire outside was repairedMr [redacted] called Frontier and explained that internet is still not working Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on September 8, Frontier explained that we issued out of service credit and missed appointment adjustmentMr [redacted] explained that he has cancelled his service with Frontier.Frontier provided the direct contact information to the Executive Relations department for any additional question or concerns 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 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

Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] placed an installation order ( [redacted] ) with Frontier on March 11, and was installed on March 16, Mr [redacted] was installed on Simply Broadband MaxSimply Broadband Max has speeds of 6mbps.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 time Frontier advises that there are no reported trouble tickets for Mr***’s speed concerns, there are two calls to Frontier’s internet help desk; June 3, and September 24, 2016.Frontier advised that the internet test came back with no errors, the Mr [redacted] is not in an area of high demandFrontier has updated the channel that Mr [redacted] was originally set to in order to attempt to assist with his concernsFrontier recommended a extender to assist in the connectivity issue Mr [redacted] was experiencingMr [redacted] has purchased a two pack extender.Frontier advises that the General Manager in Mr***’s area was contacted and he advised the Mr***’s location should be able to receive the 12mbps speedMr [redacted] is currently provisioned for the 6mbps service per his current service package.Frontier would need to have a trouble ticket/service order placed in order to address Mr***’s speed concern.Frontier advises that we emailed Mr [redacted] on November 15, to address his internet related concerns and advised that a trouble ticket would need to be placedMr [redacted] responded that he would contact the representative at his earliest convenience to address his concern We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] E [redacted] may have experienced as a result of the above matter

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

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] advises that she has lost some of the videos she had purchased from on demand services from Verizon, following conversion from Verizon to Frontier.Ms [redacted] states that she was advised that nothing would change regarding her services following conversion from Verizon to Frontier Frontier has investigated the above statements and offers the following response: A review of this account shows that Ms [redacted] was converted to Frontier Communications in April of Verizon did previously offer a cloud back up program that allowed customers to maintain video following disconnection of services from VerizonThis process had to be completed by the customer prior to converting from Verizon to Frontier in order to maintain video purchases.Frontier does not currently offer this type of baserviceFrontier does still provide viewing of video that was purchased prior to conversion from Verizon.A Frontier representative has spoken with Ms [redacted] and advised of this differenceMs [redacted] has been issued a credit in the amount of $for service disruptions following conversion from Verizon to FrontierWe 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, 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]

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.My complaint did not "indicates that Frontier does not provide a refund in a timely manner"; my complaint indicated that Frontier's refund policy violates FCC regulations (I am happy to hear, however, that I will be getting a check rather than a pre-paid card).The FCC's website states: "Refunds must be issued no later than either the customer's next billing cycle or days following resolution of the request, whichever is earlier, or upon the return of equipment when service is terminated Credits must be issued no later than the billing cycle following the determination that a credit is warranted."My bill posted August 4th with a refundPer the FCC regulations above, Frontier must provide the refund by September 4thFrontier has failed to provide any evidence to the contrary; rather, their representatives simply continue to insist that a day turn around time is legal Regards, [redacted]

Frontier Communications 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] advises that he was unsure if Frontier was within easement Frontier has investigated the above statements and offers the following response: Frontier investigation found that Frontier is within easementFrontier has contact Mr [redacted] and advised of finding 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

Frontier Communications Frontier has received the following complaint : Mr [redacted] states in his complaint that Frontier is not providing him the service he was promised Mr [redacted] states that there is an unburied line in the woods and that he was told that if the line is not buried he will continue to have trouble with his serviceFrontier has investigated the above statements and offers the following response: Frontier records show that the customer was upgraded to the Vantage Simply Internet Elite of up to mbps download on June 20, He is priced at $per month Frontier has activated a $credit on the customer’s account for a rate of $per month.Frontier records further demonstrate that on the November 30, trouble ticket the notes indicate there is a gig pipeline damaged in the Chicago area that is believed to be causing slow internet speeds and frequent disconnects in the area Frontier engineering is investigating the customer’s complaint that there is an unburied cable in the nearby wooded area and will proceed as needed to correct any problems We trust that this information will assist you in closing this complaint We apologize for any inconvenience Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Donna JM [redacted] Department: Consumer Relations Contact:Tell us why here

Frontier has investigated the above statements and offers the following response: A review of this account shows that an order completed on September 9th to move Mr [redacted] to a lower price point and a higher internet speed.An error in this order caused the billing to occur without the proper promotional codes to generate discounts and lower Mr [redacted] ’ pricing.An additional order was placed and completed on December 20th to lower Mr [redacted] ’ pricing to per month plus taxes and surcharges.A Frontier representative has issued credits in the amount of $to offset the period from September to December that Mr [redacted] ’ billing generated incorrectly.Mr [redacted] has been advised of these actions.Mr [redacted] has been provided the direct contact information for a Frontier representative should he require additional assistance with this matter

The Complaint states that: Ms [redacted] advises that she was offered 50/mbps Frontier FiOS Internet for $for months 1-and $for months 6-Ms [redacted] advises that she has continuously been billed $for her FiOS InternetFrontier has investigated the above statements and offers the following response: Frontier advises that an order has been placed to correct the rate of her Frontier internetFrontier advises that credit has been issued to credit to make up for the amount that was offer billedFrontier advises that we spoke to Mr [redacted] on December 1, to advise of the above

Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate your bringing this matter to our attentionAccording to the complaint: Ms [redacted] states she experienced several outages as a result of weather related issuesThe customer expressed her dissatisfaction with what she considers the extended due dates once the trouble is reportedFrontier has investigated the above statement and offers the following response:Repair records indicate Ms [redacted] has reported downtime in May and July Repair/ Service order commitments that require a tech dispatch are assigned based on the work load and man power availableThe repair issues have been escalated to the local manager who made repairs; which were confirmed by Ms [redacted] The customer has been provided with a direct contact number for future issues regarding this matterWe trust this information will assist you in closing this complaintFrontier apologizes for any inconvenience the customer has experienced as a result of this matterThank you,Edna CExecutive Customer Relations

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: Mr [redacted] is disputing the final bill after disconnect, as payment made on February 14, Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] made a payment on February 14, that covered bill cycle January to February 19, 2018.Frontier advises the account was disconnected on March 11, during the bill cycle of February to March 19, that printed on February for $ There was no payment received for this cycle.Frontier advises on March a bill printed showing the past due balance of $ from the February bill and also gave a credit from March to of $ leaving the final balance due of $ from February thru March 11, 2018Frontier spoke with Mr [redacted] on March 29, 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

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] ***

Thank you for referring the rebuttal of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The complaint states that: Mr [redacted] advises that the response he received did not resolve his complaintMr [redacted] advises that he was disputing his balance and early termination fee he was billed.Mr [redacted] advises he canceled his Frontier service after months of not receiving the service he was paying for.Mr [redacted] advises that he contacted Frontier numerous times to complain about service issues prior to disconnecting his service Frontier has investigated the above statements and offers the following response: Frontier contacted Mr [redacted] on December 8, to advise him we have credited his Frontier account for $for the early termination fee.Frontier provided Mr [redacted] a direct point of contact should he have any further questions or concerns We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter