Frontier Communications Corp.

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: Customer has lost his phone service instead of having the billing corrected. Frontier has... investigated the above statements and offers the following response: Frontier has restored Mr. [redacted] ’s phone service. Frontier has also credited him $100 for the frustration and experience. Frontier has taken steps to correct the billing and ensure that Mr. [redacted] will only receive one unified bill for both accounts in the future. Mr. [redacted] has been provided my contact information should he have any further issues. 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 advises that [redacted] ***, Inc., owner of [redacted] ( [redacted] **) has removed this station from Frontier’s channel lineup because Frontier would not agree to ***’s request for fee increases of more than 80 percent over the next three-year contract period for the same channel that... is provided to our customers today. Frontier continues its efforts to reach a fair and reasonable agreement so that [redacted] will restore [redacted] programming as quickly as possible. Frontier customers can refer to the following website for updates on the negotiation as well as alternate ways to view [redacted] programming: https://frontier.com/channels/current-negotiation-wa. Frontier terms of service located at www.frontier.com/terms reflects the following in regards to service changes and notification: SERVICE CHANGES. Subject to applicable law, we reserve the right to change, re-arrange, add, delete or otherwise modify the Service at any time, with or without prior notice to you, including changing, rearranging or otherwise modifying our Programming packages, the selections available in those packages, the Equipment, and any other features, products and services that we offer

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.

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]

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

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.

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

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 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.

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] ***

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] advises that she has been experiencing speed and connectivity issues with her internet service Ms [redacted] opened a trouble ticket to repair service and advises that she was not told about a technician charge and her services were never fixedFrontier has investigated the above statements and offers the following response: Frontier reviewed Ms [redacted] ’s account and advises that Frontier received a trouble report for service issues on July 25, Frontier technicians were dispatched to repair service on July 26, 2016, but needed to replace an inside jack The customer was billed for a technician visit to complete the repair Ms [redacted] continued to have service issues and placed order to deactivate as of August Customer has been given an internet out of service credit of $from July 25, to August 17, Frontier has advised Ms [redacted] that a credit for the technician visit will be given since the service was still not working after the technician visitA Frontier Customer Service Representative spoke with Ms [redacted] on October 13, and confirmed she is satisfied with the resolution 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 againWe 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 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 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

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] ***

Tell us why hereThank 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] states he has one cable box that is not showing the programming guide He has contacted Frontier and has experienced problems trying to get this issue resolved.Frontier has investigated the above statement and offers the following response:Frontier sent a technician to Mr [redacted] s home on May 22, and resolved the cable box issue he was experiencing Mr [redacted] has been issued a credit of $which will appear on his next statement and was provided a direct number for future contact with FrontierWe 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 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

Thank 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: Frontier continues to add fraudulent charges to Mr***’s accountFrontier has investigated the above statements and offers the following response: Frontier, Maintains, that credit has been issued to Mr***’s account.An account representative has been in contact with Mr [redacted] to advise of the corrections.Frontier advises that Mr***’s account is currently billing correctly 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 advises that Mr [redacted] placed an installation order for new broadband service on August 23, with a system generated due date of August 31, 2016.Frontier advises that the installation was completed on August 31, 2016.Frontier’s investigation shows that Mr [redacted] reported the service did not work after the installation was completed on several occasions.Frontier advises that Mr [redacted] requested to disconnect the account on September 9, with an effective date of August 31, Order number [redacted] was entered and completed on September 9, 2016.Frontier advises that a billing statement was generated on September 7, reflecting charges for a full month of service as per tariff Frontier bills for a full month of service for any new account disconnected within days of installationFrontier’s investigation shows that the customer did not have working service and has waived all service charges on the account for a total adjustment of $ 82.56.Frontier advises that Mr [redacted] will receive a final billing statement on December 7, reflecting a zero balance.Frontier advises that we have advised Mr [redacted] of the adjustments made to his account and the printing of the zero balance statement by voicemail and email to [redacted]

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: ###-###-####