Frontier Communications Corp.

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

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] 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 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

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 never received a refund checkThis has always been the issueMy last chat session with a Frontier CSR reflects this fact (see attached screenshot)ALL I NEED IS FOR THE CHECK TO BE REISSUED AND MAILED TO THE SAME ADDRESS THAT I RECEIVED FRONTIER'S SERVICESI do not understand why this has to be such a hassle!I have also emailed Amy B [redacted] directly (at [redacted] ) with my mailing address 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 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

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

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

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] states they received a NEST camera that they did not requestMs [redacted] further states she was charged $for the camera and $for the shipping, for a total of $ Ms [redacted] has shipped the camera back, paying for the return shipping herself of $Ms [redacted] would like to be refunded the full amount of $Frontier has investigated the above statements and offers the following response: Frontier has spoken with Ms [redacted] and apologized for the error, also providing her with the information belowFrontier has applied a credit to the account for all the shipping cost for a total credit of $this credit appears on the July 25, statement Frontier has applied the $Nest camera credit to the account on July 27, The credit of $took care of the current charges on the July 25, statement of $and the additional $and the $for a total of $is being sent as a refund check to Ms [redacted] with a 7-business day delivery We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter Sincerely, Frontier Customer Relations

Hello Team,Please find attached response for [redacted] ***The refund has more than likely been received It was sent on August 9, 2016.Thank you

Frontier has investigated the above statements and offers the following response: Frontier has waived the early termination fee As of the February 10, billing statement, Mr [redacted] ’s account currently has a credit balance in the amount of $- We regret any inconvenience that [redacted] may have 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: When MrsLuna’s account switched from Verizon to Frontier in March 2016, she stopped receiving services Frontier has investigated the above statements and offers the following response: After further research, we have determined customer called our office on April 24, with billing questionsThere were no changes made to the account.August 18, the account suspended for non-payment.The next phone call we received from Mrs [redacted] was on August 26, to discuss billing; which is after the account was suspended.A dispute submitted for review; however, it was denied due to no records of Mrs [redacted] calling Frontier to disconnect service or report services not working.Frontier sustained all charges, and no credits are warranted.February 24, 2017, Frontier spoke with Mrs [redacted] acknowledging her concerns and went over the above resolution We 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 you bringing this matter to our attention The Complaint states that: Mr [redacted] continued to receive monthly charges after he requested to have services were disconnected Frontier has investigated the above statements and offers the following response: Our records indicates Mr [redacted] account was finalized December 24, After account was disconnected, a January 25, billing statement was printed with a full month of charges in errorFebruary 16, 2017, Frontier Communications spoke with Mr [redacted] acknowledging his concerns, and issued a credit for $This credit will appear on the February 25, billing statement We 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she never had service installed with Frontier, however she is being billed for Frontier servicesFrontier has investigated the above statements and offers the following response: Frontier advises that credit has been placed on Ms [redacted] ’s account to make her balance zeroFrontier advises that the debt has been removed from Frontier’s credit auditPlease allow days for the information to reflect with the credit bureausFrontier spoke to Ms [redacted] on August 3, to advise of the aboveDirect contact information has been provided

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 First this problem is not resolved, it should have been weeks ago !!! As stated on my initial complaint because of all the shenanigans Frontier was trying to pull, I cancelled the new service to return to the original package and was requoted $ a month for months – my first Invoice just arrived at $61, (nothing on the bill states what was quoted – so it isn’t extra $in tax) When the above was getting changed back, I asked their rep what was owed after removing everything for the partial service to that point he told m $which is what I mailedAs soon as they sent me a box and return paper work I also mailed back all their extra equipment a couple of weeks agoBesides the above Invoice they mailed a separate Notice and are now trying to Collect from me $ with threatening wording Past Due and Service will be Disconnected if not paidI called and left a message for Lauren at Frontier she did call after my initial complaint to the Revdex.com and I went over everything she told me if there is ever anymore issues to call her direct, no one has bothered to respondThis company seems to have no clue on keeping records, and abide by what is written – when I have talked to their reps they do confirm that there is notes in my account, so again smoke and mirrors Quote one thing Invoice the Customer two or three times the amount [redacted] ***

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 should pay me back a good portion of what I was forced to payDue to the fact they cant give me only 1/of the service they like to charge so well forThey should have to reimburse me 2/of what I over payed Regards, [redacted] ***

Frontier issue a credit of $to Ms [redacted] 's account.Frontier has made several attempts to reach Ms [redacted] , unfortunately, our attempts have been unsuccessfulFrontier sent Ms [redacted] a letter to contact Frontier if she has any further questions

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] advises the merger between Verizon and Frontier caused a billing issue with my billI should not have a $cable bill everI have called at least times without any help from FrontierThe customer service is horrible, hung up on, lied to, put on hold and just waiting for someone to answerThe employees are rude and have zero desire to help the customer Frontier has investigated the above statements and offers the following response: Frontier advises our system shows that on July 13, an order was placed to correct the accountFrontier has issued credits on the account totaling $Mr[redacted] will see this credit on his next statementFrontier sincerely apologizes for the inconvenience Mr, [redacted] experienced due to converting of systems 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

Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises that she was billed for a full month of service even though she wanted to end her service earlierMs [redacted] advises that she was not advised of the install charges billed to her accountFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] has pre-paid for her services and is eligible to continue receiving service through the end of her billing cycleFrontier has investigated and determined that Ms [redacted] was not advised of the install charge.Frontier advises that a credit adjustment has been applied to Ms***’s account that will appear on the March 28, bill statement.Frontier attempted to reach Ms [redacted] to advise of the above but did leave a message for Ms [redacted] that included direct contact informationWe 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