Frontier Communications Corp.

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

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 Regards, Melissa [redacted] ***Please see below a copy of the email the Frontier rep sent me I have attached my response above By the way, the phone line is still lying on the ground in the front yard I contacted customer service who said there is no open "trouble ticket" to suggest anyone at Frontier is working on getting the line buried or up on poles, although Elizabeth G [redacted] said that is the plan.*** Hello, Yes we will have someone out to Bury the line shortlyI wanted to offer you credit for one month of service plus taxes for which is plus the late fee for total of which would zero out the amount owed at this time Thank you for your patience

Frontier issued Mr [redacted] a credit for time out of service and a courtesy credit.Frontier verified with Mr [redacted] that his service is working and the line has been buried

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] has been waiting for Frontier to adjust the bill and the cost of services are incorrect Frontier has investigated the above statements and offers the following response: Frontier advises it has reviewed the account and has corrected the cost of servicesFrontier advises it has made the appropriate adjustments to the account.Frontier advises it has spoken to Ms [redacted] and has gone over adjustments, cost of services, and the balance after adjustmentsWe 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 him bringing this matter to our attention The Complaint states that: They had made an appointment to have service transferred on 7/16/from one apartment to another and it did not get completed until 7/31/Frontier has investigated the above statements and offers the following response: Frontier apologized to Mr [redacted] and issued a full adjustment of $towards his August statement which was $ Mr [redacted] was 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

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 will continue to monitor my service and bill to make sure it's what we agreed on Regards, [redacted]

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionThe Complaint states that: Ms [redacted] states she would like Frontier Communications to clear her account to zero and correct her credit reportFrontier has investigated the above statements and offers the following response: Frontier advises Ms [redacted] subscribed to a double play on 3/17/which included: Digital Phone Unlimited $30.99, Frontier Secure Personal Security Bundle $9.99, Broadband Ultra Term $29.99, Non-Listing $at $plus taxes or surcharges Frontier bills one month in advance The 4/1/statement billed for the time frame of 4/1/through 4/30/plus the prorated charges from the date of installation totaling $ The 5/1/bill new charges totaled $including taxes and surcharges from 5/1/through 5/30/A service connection credit totaling $reduced the balance on the 5/1/billing statement to $ Records reflect the service ported out to another provider and credits reflected back to the date of disconnect on the 6/1/billing statement An early termination fee was assessed on the same statement resulting in new charges totaling $ No payments were received The 6/1/bill totaled $333.94.Ms [redacted] was enrolled in a 24-month commitment that was scheduled to expire on 3/16/An early termination fee is billed when service is cancelled prior to the expiration of the contract term; therefore, the $balance is valid and sustained

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 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]

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

Frontier has investigated the above statements and offers the following response: On 2/14/a Frontier technician completed Mr [redacted] installationA Frontier consultant has been in direct contact with Mr [redacted] and verified services are workingThe root cause for delays was due to the addresses had been change by the cityFrontier corrected the address on the order and dispatch a technician.As a courtesy Frontier will adjust $off towards the installation cost We regret any inconvenience that [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 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 Revdex.com bringing this matter to our attentionThe Complaint states that: Ms [redacted] states the notice may have gone out in regards to the new policy but she was not advised of this when she request disconnectMs [redacted] states she agrees to pay for the paperview fight and for services used, but does not agree to pay for service unusedFrontier has investigated the above statements and offers the following response: Frontier advises this notice was sent on the June billing, by continuing to use and pay the service after notice of a change is acceptance of the change.Frontier advises our records indicate customer was advised of the final bill process at time of disconnection.Frontier advises we have credited as a courtesy $ towards her September to October bill cycleThe final balance due is $ and these charges are validThis would cover a pay per view order, part of her final balance and taxes & feesWe 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 [redacted] bringing this matter to our attention. The Complaint states that: • [redacted] transferred her service to a new residence, and was billed an early termination fee from the former... home and an activation fee for service at the new home. • [redacted] has been calling for months to get the issue resolved and has been promised it will be taken care of, however it still has not. • [redacted] called back several times and has been on hold for over an hour asking for a supervisor and at other times has been told a supervisor would call back and no one ever has. • [redacted] is still waiting for her $400 Amazon gift card. She was told it arrive within the first 30 days after the first bill was paid. She called 7 times on this issue and has been transferred to the wrong department and on hold for an hour and then had to call back. • [redacted] feels that she is getting the run around and states that it was false advertising and bad customer service. Frontier has investigated the above statements and offers the following response: • Frontier has issued a credit of $80 for the activation fee on 9/8/16 and the early termination fee of $80 on 9/19/16 $15 for missed commitment on 9/8/16, $50 courtesy credit on 10/28/16, $35 credit on 11/14/16. • Frontier has found that [redacted] called on 8/31/16 and was informed the Amazon gift card would take 90 days. • Frontier has found that the Amazon gift cards takes 90 days to receive after initial installation and payment of first bill. • Frontier has found that [redacted] installation was 8/23/16 and the 90 day waiting period ends on the week of 11/21/16. • Frontier has resolved all issues with [redacted] ’s complaint. • Our expectations is that all customers have a positive experience when requesting assistance with service or billing concerns. In 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 [redacted] has experienced as a result of the above matter. Frontier Specialist: Angela C [redacted] Department: Consumer Relations

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

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] states that his service were disconnected and home was sold however he is still billing for internet service that were supposed to be disconnected Mr [redacted] stated that he called and was advised he needed to write in to dispute the charges and have them removed from his credit which he did and states he was advised that his credit would be updatedFrontier has investigated the above statements and offers the following response: Frontier review the account and we show that the account was not disconnected until September and there are notes at Frontier that we would remove any negative information.Frontier provides updated to the credit report which we show we reported paid in full.Frontier called and left a message to review the caseWe 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 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 his commitment ended on 09/14/and he canceled service on 09/15/Mr [redacted] states that an auto renew was added after he disconnected his serviceHe was charged an early term fee because of thisMr [redacted] states that he never asked for his term to be extended for yearFrontier has investigated the above statements and offers the following response: A Frontier Representative has tried to contact Mr [redacted] and also did an adjustment of $for the term fee A Frontier Representative called a left a voice mail of what took place and the credit that was added to the account 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: Sharie P*** Department: Consumer Relations Telephone Number: ###-###-#### Ext [redacted] Fax Number: ###-###-####

Thank you for referring the complaint of [redacted] to our office for review. We appreciate your bringing this matter to our attention. We apologize for the customer’s recent experience while attempting to address concerns with her Fios bill. Our expectation is that all Frontier... customers have a positive experience when they report a billing issue and that it a resolution is provided on the first call. In the rare instance a customer has a less than positive experience; we accept responsibility and assure we are taking the necessary steps to improve service to our customers moving forward. On July 29, 2016, a Frontier representative spoke to Ms. [redacted] regarding the concerns outlined in the complaint. Ms. [redacted] advised she did not request any changes to her account. I advised Ms. [redacted] to remit payment in the amount of $175.00 (as previously billed prior to the change in service). I explained further efforts will be made to return the service to its former state. Additionally, credit will be applied to the account for the difference in the July charges and June charges. A collection hold has been placed on the account to protect from any collection activity pending the final disposition for this complaint. Sincerely,Amara H.Frontier Customer Relations Specialist/GM Specialist

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 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