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 reviewWe appreciate you bringing this matter to our attention The Complaint states that: Mr [redacted] feels he continued to be billed past his original request to disconnect FiOS services on July 26, Frontier has investigated the above statements and offers the following response: • Research located service order [redacted] issued on July 26, • Records indicate that Mr [redacted] has pre-paid for his services and was eligible to continue to receive service through the end of his billing cycleMr [redacted] chose to disconnect sooner as his employer was taking over his services • Since Frontier bills one month in advance for services, Mr [redacted] ’s August 19, bill included $for previous credit promotions issued and $for a video rented which totals $which is payable and due • Should Mr [redacted] want to discuss this matter further he may reach out to Credit Protection Association (CPA) at ###-###-#### Frontier records are correct 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 review The Complaint states that: Mr [redacted] advises Frontier has continued to bill for services not rendered Frontier has investigated the above statements and offers the following response: Frontier advises Mr***’s accounts have $balances and he will be receiving a refund for credits applied after disconnection in the total of $23.17.Frontier has attempted multiple times to reach Mr [redacted] and has been unable to reach him.Frontier has supplied the appropriate credits to the account and supplied Mr [redacted] with direct contact information for further concernsWe 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] is disputing the Regional Sports Fee on her Frontier billing statement Frontier has investigated the above statements and offers the following response: The Regional Sports Fee is a result of higher costs due to contractual obligations requiring Frontier to offer multiple sports networks at this location In an effort to keep programming costs low, Frontier charges a fee to all subscribers with access to the Reginal Sports Networks (RSN).Frontier spoke with Ms [redacted] on August 10, to advise her of the above information 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 you bringing this matter to our attention The Complaint states that: Services were billed after Mr [redacted] requested to have account disconnected Frontier has investigated the above statements and offers the following response: Our records indicates we received a request from another carrier to Port-Out phone lines for June 2, 2016.Once the numbers were ported, there was early termination fees applied to both lines; in addition, FiOS internet service were under a year contract from Verizon; which was to end November The early termination fees total $for FiOS internet + $per line (2).Frontier did not received a request to disconnect the remaining lines, so therefore, they remain active until disconnected for non-paymentThe final billing amount for the remaining lines is $1,No credits are warrantedWe 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

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 is not receiving the promotional price that was quoted to her by FrontierMs [redacted] states she was offered a rate of $per month for two yearsFrontier has investigated the above statements and offers the following response: Frontier records show that Ms [redacted] contacted Frontier on July 11, and was offered a promotional rate of $per month with an additional discount for the first six months for a rate of $per month for a 2-year termFrontier advises that this is for the telephone, Internet, and television plan which also includes the equipmentFrontier records show that Ms [redacted] agreed to these termsThese rates are before applicable taxes and surchargesFrontier advises that the order was placed for new services on July 11, Frontier advises that the promotion offered in Ms***’s area is to have a bundled rate of $for telephone, Internet, and television serviceFrontier offers includes an additional $discount for the first six monthsThe promotion also provides free HBO for the full two-year term In addition, there is a monthly cost of $for the router provided and with this promotion, the first months are free and there is a %discounts for the remainder of the termFrontier advises that the CHAT record attached is not the original offer that Ms [redacted] agreed to over the phone and is not a valid offerFrontier advises that all statements have been reviewed and are being billed correctly for the services that Ms [redacted] has subscribed to and promotion that she is onFrontier spoke with Ms [redacted] on January 23, to review this information with her 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 rebuttal of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Rebuttal states that: Mr [redacted] states Frontier has agreed to honor the original price quoted for one yearHe advises he will verify the next few statements and if correct will consider the matter resolvedFrontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] was misquoted and we will honor that for one year as he was promised, at the price of $86.28, starting with his October 4, statement and going thru his October 4, statement.Frontier spoke to Mr [redacted] and advised of the above statementsWe have set a follow up to manually adjust Mr***’s account to honor the price quoteWe 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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that in November 2016, she signed up for a Frontier TV and internet bundle package and was promised a monthly rate in the $rangeShe received her first bill, for one month and an additional week of proration, and it came out to $ Ms [redacted] advises that a Frontier representative told her that her second bill will be for $117, and it came out to $ Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on January 18, 2017, and acknowledged that she was billed a higher rate that what was quoted Although Ms [redacted] was expecting the monthly rate to be $120.00, Frontier explained to her that the notes on the order she placed for new services stated that her monthly rate will be $plus taxBased on what the Frontier representative noted on the installation order, that dollar figure is what Frontier uses to determine the amount of credit that the customer will be issued, for having been billed for an amount higher than what she had been quoted.Frontier advises that a credit in the amount of $will be issued to her account Since Frontier bills in advance and Ms [redacted] cancelled services in the middle of the billing cycle, a prorated credit of around $will be automatically generated for the days that were billed in advance but service not rendered.Frontier advised Ms [redacted] on January 20,that the final balance owed by the customer after all credits are applied will be approximately $ 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: Mr [redacted] advises that he is not receiving the promotional price that was quoted to him by FrontierMr [redacted] also advises that he was billed for a shipping charge for something he never receivedMr [redacted] is requesting this fee be adjustedMr [redacted] is also requesting that the charges for the Frontier secure identity theft protection be adjustedFrontier has investigated the above statements and offers the following response: Frontier records show that Mr [redacted] upgraded his service to receive the Broadband Max Internet for $19.99, the Unlimited local and long distance service for $and the Frontier Identity protection for $Frontier advises that the cost for these services are $per month before applicable taxes and surchargesFrontier advises that there is a $programing fee charge for the change in the Internet service which is labeled as shipping and hand***g fee on the statementFrontier advises that this is a valid charge and will not be adjustedFrontier advises that the Frontier Identity protection was removed on June 13, Frontier advises that there were partial credits issues for the Frontier Identity protection in the amount of $that were reflected on the July statementFrontier issued an adjustment as a courtesy in the amount of $for remaining credits for the Frontier Identity protection and will be reflected on the next statement.Frontier advises that several attempts were made to contact Mr [redacted] to discuss this issue further but was unsuccessful speaking to him.Frontier has mailed Mr [redacted] a letter with direct contact information if he needs any further assistanceWe 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 [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she signed up for Frontiers Internet for speeds as fast as 24Mbps but has never received these speedsMs [redacted] states she has never gotten over Mbps.Ms [redacted] is requesting the early termination fees be waivedMs [redacted] is also requesting a refund of all money that was paid to FrontierFrontier has investigated the above statements and offers the following response: Frontier advises an order was completed on October 20, to upgrade Ms [redacted] to the Simply Broadband Ultimate; however, there was an error with the order and the upgrade to the service was not completed correctly.Frontier advises that there are currently no promotions on Ms [redacted] ’s accountFrontier advises that if Ms [redacted] choses to terminate her frontier services at this time there will be no early termination feeFrontier reviewed Ms [redacted] s statements and advises that the November to February statements will be adjusted to the Simply Broadband Ultra rate of $which includes the promotional discountFrontier advises that the total adjustments that are due to Ms [redacted] is $Frontier advises that an adjustment of was applied to the February statement for missing promotional discountsFrontier issued an additional adjustment in the amount of $on February 22, that will be reflected on the next statement issued on March 13, Frontier advises that several attempts were made to contact Ms [redacted] to discuss this issue further but was unsuccessful speaking to her further.Frontier has mailed Ms [redacted] a letter with direct contact information if she needs any further assistance 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] - [redacted] to our office for reviewWe appreciate [redacted] - [redacted] bringing this matter to our attention The Complaint states that: [redacted] - [redacted] advises that she called to return a set top box and her services were changed without her knowledge Frontier has investigated the above statements and offers the following response: Research shows Ms [redacted] - [redacted] previously subscribed to the Frontier Freedom Plan with 50/data, Extreme HD Tv, set top box for $This excludes promotional discounts and applicable taxes and surcharges.Research shows Ms [redacted] - [redacted] subscribed to the FiOS TV promotion $17.00cr and FiOS discount term promotion through 11/23/$20.00cr.Records show service order [redacted] completed September establishing the EDL Fios FDV 50/Enhanced tv and room equipment for $before tax.Account notes show Ms [redacted] - [redacted] spoke with a Frontier representative on October 22, advising she did not request the changeRecords show a credit for $was applied on December 30, and reflects on bill date January 28, 2017.Unfortunately Frontier is unable to restore the contract Ms [redacted] - [redacted] previous commitment dateHowever, should she choose to take her service to another provider I will waive the early termination fee, should one be applied 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 Frontier Specialist: Amy B [redacted] Department: Consumer Relations

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 Frontier quoted her a monthly rate of $but continues to receive bills in the amount of $Ms [redacted] advises that Frontier has not given her a refund for having overcharged herFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] had been quoted a monthly rate of $149.98, but that amount does not include taxes and surcharges, since Frontier price quotations do not include taxes and surcharges Frontier advises that the customer has been receiving accurate bills The dollar amount of the most recent invoices that the customer has been sent, with taxes included, have been around $or $Frontier advises that Ms [redacted] has been given courtesy credits of $each over the past months.Frontier spoke with Ms [redacted] on May 4, and advised her of the above statements 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 Frontier Communications took over as my internet and home phone service provider from Verizon Wireless in April of The first statement I received from them for a payment due was in May of Frontier stated that my initial balance owed to them was for $Frontier stated they showed no payment for March 10, billing $or April billing $for total of $I acknowledge there were no payments to Frontier for the March and April Billing cycle due to the confusion of the transition from Verizon to FrontierHowever Frontier’s billing statement has been confusing and inaccurate from day one as my service provider and this begs the question, why was my first statement where I paid them $152.01in May saying I owed $705.58? It should have said I owed $Frontier has never provided an itemized statement showing how I would owed them $from the transition from Verizon to their companyAt best I owed them $for the billing cycles of March 10th, and April 10th and they even plainly state that the total amount due for March 10, and April 10, was for $310.16? So how did they arrive at $705.58? In their first statement to me they tried to overcharge me $and on top of this they have been adding late feesFrontier needs to sit down and take a deep breath and perform some simple math based off of my average monthly payment for my internet and home phone and add those togetherMy payment to Frontier is $every monthSo when we add all of the months of billing together that they have been responsible for we have billing cycles for March, April, May, June, July, August and SeptemberThat is equal to seven months of billing for FrontierMy monthly payment to Frontier is $Multiply $times the “seven” months and that equals $that would be paid to Frontier from the March billing cycle through September To date I have paid Frontier $and I have a payment of $scheduled to be made on October 4th, for the September balanceWhen the September payment clears on its due date of October 4th, then the total amount that I will have paid Frontier will be $which is an over-payment of $On my current bill Frontier is saying I owe $539.00, which is inaccurateThey are still trying to overcharge meFrontier’s accounting department does not know how to do mathFrontier needs to correct this error and they need to stop charging me late fees for their accounting errorFrontier needs to correct their accounting error and they need to stop charging me late fees for their accounting error Regards, [redacted]

Frontier reviewed this account and advises the account has been closed since August 27, and is with an outside collection agency Frontier advises if there is a dispute for this concern, Ms [redacted] must call ###-###-#### to address this debt disputeFrontier apologizes for the inconvenience the customer has experienced however this is our final response

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises he has called Frontier about times to get this fixes and bill me the amount a Supervisor quoted, instead they charge me more than double and now they have inactivated my account and I do not have serviceI have spent more than hours waiting on hold or talking to the customer service department Frontier has investigated the above statements and offers the following response: Froniter has issued a correcting order on the account for the correct billing on 11/1/Frontier has issued a credit in the amount of $for the overbilling to the accountMr [redacted] will see this credit on his next statementFrontier sincerely apologizes for the inconvenience Mr [redacted] experienced due to the system error 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

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 just recieved my bill and noticed that it doubledI contacted a customer service representive and she was no help at allI have been a customer for years and I was told I was charged for the shipping of the new modem and that my bill would be dollars more than before because I had fiber wiring in my homeI was told locally when I was fighting to get my service transferred that my price wouldn''t change and now it is dollarsI can't afford to pay that a monthI am a single mom who just lost her job and being lied to by frontier on pricing and being charged for something I was never charged for in the past when I moved to the last places and put new modems in If there was another option for internet I would go with itFrontier is the worst and they claim to be customer focusedLIE they don't care about their customers instead of charging them more and more without notice fix my pricing back to what it normally is or get your [redacted] Regards, [redacted]

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that Frontier could not provide the internet speeds he signed up for and feels he should not have to payFrontier has investigated the above statements and offers the following response: Frontier investigated and found that the promotion that Mr [redacted] signed up for was up to 6Mbs as we cannot guarantee internet speeds.Frontier as a courtesy credited Mr [redacted] account $in which brings his account to a zero balanceFrontier did leave a message for Mr [redacted] that all of his concerns have been resolved and if needed he may contact me at the number below 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 matterFrontier Specialist: James N [redacted] Department: Customer Relations Telephone Number: ###-###-#### Ext 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 They seem to think their end of termination policies are made clear when you sign up - they are notI asked for my service to be terminated on August 1, the beginning of the month before my new month of service starts - they said they can't possibly terminate my servuce until the 28th of August - so they are making me pay for another month of their service even though they know I have a replacement provider and are no longer using their equipment as of my requested date of August It does not take a technology based company days to flip a switch to disconnect my serviceI very clearly asked if they had to come to my ask to disconnect since it was such a far out date and they said no - it just couldn't possibly be done prior to the 28th of AugustI don't want their service so I could care less if I can "use it" up until the 28thThat is their policy to make me pay for something they know I am not usingThey are making me pay for something I am not using, so essentially even if you call at the beginning of your service month - you are forced to keep their services until they decide what date it can be terminated and you will pay for it whether you are using it or notTheir secretary from the Office of the President of Frontier called and emailed me with this same exact languageI told them to not call me or bother me again unless they were issuing me a credit for the month of service they are forcing me to payIn the meantime, I have gotten my parents to cancel their service with Frontier and I am pushing everyone I know in my neighborhood to flip over to WAVEIf they want their $that bad from me - it will cost them on their bottom line then when they continue to lose customers in my service areaHope it was worth itThey get an "F" for customer service from me so you can add it to the long line of other "Fs" they have also already generated on the Revdex.com website, to which they are not a member of - go figure Regards, [redacted]

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] has been looking for an upgrade for her services since December 15, Frontier has investigated the above statements and offers the following response: Frontier has installed the upgrade for Ms [redacted] Internet January 28, 2017.A Frontier Representative left a message for Ms [redacted] with contact information if there are any further 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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she called several times to cancel the Internet service; however, she continued to get billed for the servicesMs [redacted] advises that her services were disconnected for an unpaid balance Frontier has investigated the above statements and offers the following response: Frontier records show that Ms [redacted] contacted Frontier on February 28, to inquire why she was being billed for services that she thought was cancelledMs [redacted] was advised that the order that was placed was to cancel all of her services at which time the order was canceledFrontier advises that statements were sent on March 28, 2017, April 28, and May 28, and there were no further calls until June 19, Frontier records show that the first clear request to cancel the Internet service was on June 19, Frontier advises that an order was placed on September 20, to cancel the Internet service with FrontierFrontier advises that an adjustment in the amount of $was applied to Ms [redacted] ’s account on September 20, for Internet services back to June 19, Frontier advise that a notice was sent to Ms [redacted] on October 6, advising of a past due balance of with a final payment date of October 21, Ms [redacted] ’s account was temporarily suspended on October 26, for non-payment Frontier advises that the account was issued out for non-payment on November 22, Frontier spoke with Ms [redacted] on February 13, to review this information with her 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