Frontier Communications Corp.

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises that his internet goes out during the rain Frontier has investigated the above statements and offers the following response: Frontier advises that we repaired the copper lines that customer was having the issues with as of December 29, 2016.Frontier has spoken with Mr [redacted] and confirmed that internet is workingMr [redacted] is happy with the resolutionWe 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 you bringing this matter to our attention. The Complaint states that: Mrs. [redacted] overpaid on their account. Not receiving Lifeline discounts. Frontier has investigated the... above statements and offers the following response: On December 8, 2016, Frontier Communications spoke with Mrs. [redacted] acknowledging her concerns. Our records indicate an adjustment for over charges were applied to the August 22, 2016 billing statement for local service that included the Freedom Plan; which was credited from April 30, 2016 through August 21, 2016 for $167.97. For the same time frame, she was credited $317.30 for FiOS Internet. Also, Mrs. [redacted] was credited for time out of service for local service of $40.24, along with internet of $84.99, in addition to a late fee adjustment of $7.15. All necessary credits have been applied to the account for overcharges. Regarding Lifeline discounts, customer was originally approved for Lifeline through April 2017 with Frontier. However, on October 1, 2016, the customer’s Lifeline discounts were removed from Frontier and transferred to the free cell phone service with Safelink Wireless. November 21. 2016, Mrs. [redacted] requested Lifeline with Frontier, and an application was sent along with a household work sheet.December 2, 2016, Mrs. [redacted] returned her lifeline application. On the applications, she chose Medical/Medicaid and LIHEAP as prorams she receives; however, sent in a copy of medical card labeled HP with a heart on it, and proof that she receives CARE with Edison. Not LIHEAP. These are not qualifying programs for Lifeline.December 8, 2016, the customer was sent out a correctable Lifeline application. December 12, 2016, we spoke with CA Lifeline, and they indicated the Mrs. [redacted] is currently enrolled in Lifeline with Safeline Wireless; which is why the she was sent a household worksheet along with Lifeline application. If she reuturns her lifeline form & household worksheet, with the proper proof, and is approved, her free cell phone will likely be removed from Lifeline, in order for the discounts to be transferred to Frontier. In California, customers can only have 1 telephone provider with Lifeline discounts. 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.

Thank you for referring the complaint of Mr. [redacted] to our office for review. We appreciate Mr. [redacted] binging this matter to our attention. The Complaint states that: Frontier has not refunded his deposit he paid. Frontier has investigated the above statements and... offers the following response: Frontier has researched and shows deposit was refunded back to him on December 16, 2016 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: Ms [redacted] states that she was quoted a price of $for her internet services by a Frontier representative and supervisor on December 6, Ms [redacted] also stated when she received her bill hit was billing at a rate of $24.99.Frontier has investigated the above statements and offers the following response:Frontier advises that Ms [redacted] did contact Frontier on December 6, and per our records she was quoted a price of $for her internet servicesFrontier records reflects that Ms [redacted] was eligible for a promotional price of $instead of $29.99.Frontier representative has spoken to Ms [redacted] and advised that she is on the lowest price available for her accountWe 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: Tocoma K Department: General ManagerTelephone Number: ###-###-#### Fax Number: ###-###-####

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 [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises in July he agreed to pricing at $for years, which included faster internetMr [redacted] reports when he made these changes his August billing showed a balance of $ Frontier has investigated the above statements and offers the following response: A Frontier Customer Service Representative has reached out to Mr [redacted] and advises a previous representative has given credits leaving a credit balance of $31.87.The prior representative has also added the promotions Mr [redacted] was missing on his accountThe Frontier representative will follow up next bill cycle to ensure correct billing.Mr [redacted] advises all services are currently working, and is satisfied with this resolution 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: ###-###-#### [CG1]Mr

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] indicates that Frontier improperly charged her for telephone, internet, and television service Frontier has investigated the above statements and offers the following response: Frontier records confirm Ms [redacted] was changed to new pricing after activating service which caused an increase to her monthly chargesMs [redacted] has been given appropriate credit for the promotional pricing variance Ms [redacted] was originally on the Internet 50/plan and when the speed was upgraded, the promotional codes were not added which has been corrected.Frontier records confirm Ms [redacted] is currently active on the FIOS Digital Phone, Internet 150/and TV Essentials plan with one receiver Ms [redacted] will be billed a monthly rate of $plus taxes, the lowest rate available for these services Frontier advises that slower internet speeds are available at lower pricing if Ms [redacted] is interested in reducing the monthly charges.A Frontier Customer Service Representative made several attempts to contact Ms [redacted] and has been unable to reach her A letter and email were also sent to Ms [redacted] with direct contact information for the representative One email was received from Ms [redacted] stating she was out of the country, but after sending follemails, I still have been unable to reach her The Frontier Customer Service Representative will continue to assist Ms [redacted] with any future inquires.Our expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn 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 find that this resolution is satisfactory to me I was called on January 31, by Frontier and told Frontier was issuing a refund for the returned routerI have not yet received my new monthly statement by mail showing the refund, but reviewing my account online there appears to be a creditI am in good faith that Frontier has now refunded me the $for the returned router.It is too bad I had to take this issue to Revdex.com as I have spoken to Frontier customer service many times and nothing was ever doneThank you Revdex.com Regards, [redacted] ***

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

Frontier has investigated the above statements and offers the following response: • Frontier’s Technical Supervisor has advised the Technician was backing in to the driveway to repair noisy line at [redacted] in Fairport(The account is under [redacted] ) • As per the technician, in his words “I barely tapped it” regarding the basketball pole • The Technical Supervisor advised the Technician, to leave the customer his name and number on the call back • The customer called him back the next day and the Technical Supervisor told him he would fill out a report • The Technical Supervisor called one of our contractors and asked him if he could take a look to repair/replace the rusted pole • On Thursday, the contractor went out and replaced the rusted, thin walled, piece pole with a heavy walled, new, one piece pole, painted blackThey also drilled the new pole so it fit the existing backboard and rim including jackhammering up the old concrete and replace with new • The contractor put a note on the new pole stating the concrete is wet and the bracing on the new pole was only to support the pole in the wet concrete or until the concrete driesWhen the contractor went back the next day, Mr [redacted] , removed the braces and disturbed the pole in the wet concrete • Now, the new pole is out of level in the dried concrete and the backboard was removed from the yard • Mr [redacted] called and e-mailed numerous Frontier Consultants when he received the Technical Supervisor’s out of the office message • The Technical Supervisor called Mr [redacted] on Monday and he said the new pole was unacceptable and a safety hazardHe also told me on the phone that he was looking for an adjustable height/crank backboard that ranges from $- $ • The Technical Supervisor told him he would submit the claim to the insurance companyPlease see old and new pole pictures attached We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Effective October 18, 2016 the account was disconnected. An Early Termination Fee (ETF) for the full amount of $200.00 posted to the November 25, 2016 billing statement. Research determined that the ETF should have... been pro-rated instead of the full amount. A partial credit in the amount of $131.72 was issued for the ETF. Please allow 1-2 bill cycles for credit to post. The account currently has a credit balance of $15.19. On January 16, 2017 I left a message for Mr. [redacted] and provided my contact number should he require further assistance regarding this issue. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. [redacted] may have experienced as a result of this matter. Sincerely, Stacey M. Frontier Executive Relations

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

Frontier has noted trouble tickets and Ms [redacted] has been issued time out of service credits Ms [redacted] has since terminated the account, effective billing date February 25,

The Complaint states that: Ms [redacted] placed a move order due on February 16, Since that time Ms [redacted] advises that she has had multiple appointments set with Frontier and either the technicians do not arrive or they cannot complete their workFrontier has investigated the above statements and offers the following response: Frontier installed the customer’s phone line on February 23, Frontier has committed to issue a $credits on Ms***’s account as part of our Service Performance Guarantee for each of the customer’s missed appointments

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 has investigated the above statements and offers the following response: Frontier advises that the account was disconnected on December 3, and the remaining balance was written off on February 10, 2016.Frontier advises that a pre-write off letter was mailed out on January 20, with a notice due date of January 31, 2016.Frontier advised that since [redacted] charges are valid, a deletion letter is not an available option.Frontier advises that if a payment for the remaining balance is made, reporting would be updated to paid in full.Frontier maintains it's position on the above matterWe regret any inconvenience that [redacted] may have experienced as a result of the above matter

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

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

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

Frontier CommunicationsThank 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:Mr. [redacted] states his internet is very slow and disconnects frequently.Mr. ... [redacted] would like to have his area upgraded to be able to supply accurate speeds.Frontier has investigated the above statements and offers the following response:Frontier review the account and we show his area is only provisioned for 2.624mbps as the maximum internet speeds.Frontier called Mr. [redacted] to advise him of the maximum speed for his area.Frontier advised Mr. [redacted] the internet speeds are only up to but not guaranteed speeds. Mr. [redacted] is happy with the information that was provided to him and understands the data restraints in his area. 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: Sandi S [redacted] Department: Customer RelationsTelephone Number: [redacted]