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: 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

Customer Name: [redacted] Phone: ###-###-#### 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: Mr [redacted] was charged an early termination penalty and he was advised that he would not be charged Frontier has investigated the above statements and offers the following response: A Frontier Representative spoke with Mrs [redacted] on September 20, Frontier has reversed the early termination fee and explained the remaining balanceFrontier has emailed Mrs [redacted] the May, June and July billing statements and gave contact information if she had any further concerns We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [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

Frontier has investigated the above statements and offers the following response: We successfully reached Mr [redacted] on January 3, and advised the current monthly rate is $plus taxes and surchargesThe old term expired 11/18/and the November bill was the first bill after the new plan was established; this caused the bill to increase due to prorated charges that reflected on the billIn addition, the bundle discounts did not reflect on the November bill; credits were issued and reflected on the December billing statement.The December bill had a past due balance of $Another change was made at the customer’s request in November causing prorated charges on the December bill along with FiOS TV setup or activation fee Credit was issued on December 21, reducing the balance to $ Please allow 1-billing cycles for all credit to reflect on the billing statementMr [redacted] was provided the above information and we confirmed there is a pending order to port his service to another provider on January 10, 2017.Finally Mr [redacted] was provided our contact information should he have additional concerns We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate 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 bringing this matter to our attentionThe Complaint states that: Internet speed continue drop over the course of monthsCharged for a service tech fee, but issue went unresolvedFrontier has investigated the above statements and offers the following response: Our records indicate customer obtained internet service with Frontier Communications.A total of two repair tickets were reported; with the first one reported on February 1, and then again on April 2, 2017.When reviewing Mr [redacted] April billing statement, he was charged for a shipping and handling fee of $in error & an activation fee of $in error; which both have been credited, leaving a balance of $79.25.As courtesy, Frontier has brought Mr [redacted] account to a $balanceWe trust that this information will assist you in closing this complaintWe 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 her bringing this matter to our attention The complaint states that: Ms [redacted] advises that she contacted Frontier and spoke with a supervisor named [redacted] located in MissouriMs [redacted] advises that [redacted] told her she could not honor the quote Ms [redacted] was given, that the quote was not correct Frontier has investigated the above statements and offers the following response: Frontier made contact with Ms [redacted] on October 19, Ms [redacted] advised that she called into Frontier customer service on October 18, and worked her dispute out with a representative and she was pleased We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that Mr [redacted] has been experiencing Internet outagesFrontier has investigated the above statement and offers the following response: Frontier has repaired Mr [redacted] ’s Internet service issues Frontier dispatched a technician to Mr [redacted] ’s residence on May 5, The Frontier technician diagnosed the problem causing these Internet issues as a problem with his modem and left a new modem for Mr [redacted] Frontier contacted Mr [redacted] and verified that his service is working fine nowFrontier’s policy is to issue an out of service credit when a customer is without their Frontier service for any time over hours Frontier has applied an out of service credit $to Mr [redacted] ’s Frontier accountMr [redacted] knows to contact Mark H [redacted] at ###-###-#### for any further issuesWe 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 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

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

Frontier CommunicationsThank you for referring the complaint of Jill [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that: [redacted] states that she is receiving different price quotes each times she calls in to customer service while trying to renew her contract Frontier has investigated the above statements and offers the following response:Frontier investigated and found that [redacted] has already renewed her FIOS contract with Frontier[redacted] signed up for a FIOS triple play monthly promotional rate of $plus taxes and surcharges.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: James N [redacted] Department: Customer Relations

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionAccording to the complaint:Mr [redacted] advises he does not want a two-year commitment with discounts only for first year.Frontier has investigated the above statements and offers the following response:Frontier advises Mr [redacted] ’s package is $before taxes and surcharges for one year with no term commitmentFrontier attempted to read Mr [redacted] to advise of the above but was unsuccessfulFrontier left a message for Mr [redacted] that included direct contact informationWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience the customer has experienced as a result of the above matterFrontier Specialist: Stacie B [redacted] Customer Relations Telephone Number: ###-###-####

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] regarding account for [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:• Mr [redacted] states he is the trustee for his Aunt [redacted] ’s estate as she passed away in March Mr [redacted] states the account is owed a refund of $and he has still not received this refund after contacting Frontier on occasionsFrontier has investigated the above statements and offers the following response:• Account review shows a refund of $was issued on 11/4/and was mailed to the billing address on file which is the same as Mr [redacted] ’s address • Frontier’s Refunds are fulfilled by Citibank with a pre-paid debit card and based on the timeline that the refund request was generated, Mr [redacted] should have received the refund for Ms [redacted] ’s account Mr [redacted] will need to contact Citibank’s lost/stolen/unreceived cards department at ###-###-#### who can investigate and reissue a new refund if necessaryBecause Mr [redacted] is not the account holder, he will need to follow Citibank’s instruction on providing documentation that he is trustee of Ms [redacted] ’s accountWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter.Sincerely,Frontier Executive Customer Relations

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states he was told offered a package that included faster internet service for the same previous monthly payment or lowerMr [redacted] states his first bill after the change, was $higher and he has not been able to reach the representative who offered this package to discuss his billing Frontier has investigated the above statements and offers the following response: On June 1st, Mr [redacted] was offered a package for $per month to upgrade his internet service.MrTrans was misquoted as the price quoted did not include taxes, fees, or surcharges.MrTran’s July statement did not reflect the amount quoted.Frontier has contacted Mr [redacted] and issued credit to his accountWe 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: Carla P [redacted] Department: Customer Relations Telephone Number: Fax Number:

Thank you for referring the rebuttal of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Rebuttal states that: Ms [redacted] advises that Frontier never informed her that a contract would be required in order to qualify for the Amazon gift card Ms [redacted] advises that there is a discrepancy with the amount that she was told she would be billed per monthFrontier has investigated the above statements and offers the following response: Frontier advises that in order to qualify for the $Amazon gift card, a 2-year contract is requiredFrontier also advises that the customer could select the option to have no contract and no early termination fee, but she would be unable to use the gift card Frontier advises that going forward, her monthly rate before taxes and surcharges will be $ With taxes and surcharges, the total will be approximately $177.17, but the taxes and regulatory fees can vary and are subject to changeFrontier advised Ms [redacted] of the above statements on September 14, We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] states that she canceled account before services were installed.Ms [redacted] states she paid a deposit when she signed up for account.Ms [redacted] states she has not received her paid deposit of as promised Frontier has investigated the above statements and offers the following response:Frontier review the account and we show that account reflects internet was activated June Account was disconnected June 14.Frontier advise deposit was held until balance reflecting on account was cleared30-day minimum charge was billedFrontier called and spoke with Ms [redacted] informing her that deposit will be refunded.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter.Frontier Specialist: Lavitta N [redacted] Department: Customer Relations

Thank you for referring the complaint of [redacted] B [redacted] to our office for review We appreciate you bringing this matter to our attentionThe complaint states that: • Mr [redacted] advised on 2/13/he requested to disconnect his service However, the service continued to bill through June 2017, • He spoke to a Frontier Representative on 6/5/who advised he would have to pay $ Then an hour later the same Representative called him back to advise he needed to pay the entire amount approximately $Frontier has investigated the above statements and offers the following response: • Mr [redacted] had Digital Phone Unlimited $30.99, Broadband Max $totaled $ Additional services: Non-Published Listing $bundled with DISH Network $plus taxes and surcharges • A disconnect order was submitted on 1/25/17; however, on 2/8/Mr [redacted] advised he was porting his service to another provider The previous disconnect order was cancelled; in order for a port out request to process properly The existing service has to be active (dial tone has to exist) and there cannot be any pending orders on the Frontier account during the port out process• The telephone service ported on 2/14/and credit totaling $reflected within 1-billing cycles on the 4/25/billing statement The same billing statement reflected a past due amount of $ Once the $credit was deducted from the $the remaining balance totaled $and reflected on the 6/25/billing statement• Frontier applied a one-time credit of $plus taxes totaling $to settle this dispute The last payment received on 1/17/for the December billing statement totaling $ The balance has been reduced to $ The remaining balance is for DISH Network charges billed January through March • It is the customer’s responsibility to contact the third party (DISH Network) to cancel the video service or have the service billed separately • Our expectation 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

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

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 say that my address is not capable of getting those vantage speeds but you can see by the document attached they are clearly telling me it is as of just a few days ago. They are false advertising getting people to sign up for a service they can not deliver on. I took the day off of work without pay to be home for the day of my installation only to be called 3 hours before my install to say they could only offer speeds of 6.9mbps. Now they say we can do bonded internet and get speeds of 12mbps. But clearly customer service both online and when you call and telling me that my address qualifies for vantage internet. I don't believe it's fair for big companies to false advertise especially when it cost the consumer money and they can't even get the service they signed up for. I have no problem signing up with frontier if they can offer me the vantage internet as I was promised. If they can't then I should be compensated for the time lost from work, and some compensation because since I cancelled my time warner internet when I resigned back up under now Spectrum they did away with my old plan so now I'm paying $20 more a month. I would have kept my old plan but because of frontier's false advertising it cost me a days pay plus $20 more a month. That's not fair to consumers like me who live roughly paycheck to paycheck. Regards, [redacted] ***