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: • [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 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

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

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 placed an install order and sent in lease information, and couldn't get verification as to when service would be installed.Ms [redacted] would like to know when service would be installed.Frontier has investigated the above statements and offers the following response:Frontier reviewed the account and service was installed on 07/29/2017.Frontier spoke with Ms [redacted] and verified service is working, and no other issues.We trust that this information will assist you in closing this complaint We apologize for any inconvenience the customer has experienced as a result of the above matter.Frontier Specialist: Joe K*** Department: Customer RelationsTelephone Number: [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 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] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Customer had no TV service since April 1, and would like the TV and Phone service removed Frontier has investigated the above statements and offers the following response: Frontier has removed the TV and phone service from the account, July 11, The customer was issued a credit of $on September 1, to cover the dates of July 12, to August 31, As well as a credit of $for the dates of June 4, to July 12, which will appear on the customers following bill October 1, In total the customer is receiving a credit for the total amount of $for the amount of daysThe customer is satisfied and has my direct contact information 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 Mr [redacted] to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he is experiencing intermittent speed and connectivity issues with his Internet service from FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WIFI network interference Customer speeds may vary over time Frontier attempted to reach Mr [redacted] to advise of the above but was unsuccessful Frontier left a message on January 31, that provided direct contact information 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: Mr [redacted] states that a representative (Shelbie) had changed his service transfer date without his knowledge, he would like this addressed with the representativeMr [redacted] states Frontier needs to pay restitution for being out of service, and for the hours he has had to wait Frontier has investigated the above statements and offers the following response: Frontier has investigated Mr [redacted] ’s interaction with Shelbie, and will address internally Frontier has also issued credit time out of service.Frontier has attempted to contact Mr [redacted] on four (4) occasions 11/14, 11/16, 11/18, 11/with no successFrontier has left Mr [redacted] contact information if he needs further assistance 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 him bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises he cancelled his service with Frontier and is due a refund check for the remaining credit balance of $and has not received it as of yet Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that a refund check of $was generated on October 8, Frontier spoke to Mr [redacted] on October 11, and advised the refund check has been generated and will arrive by US mail 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 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] ***

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states: Customer had the prodects on the account changed which caused the billing to drastically go up Frontier has investigated the above statements and offers the following response:Frontier had credited back to the accountFrontier waived the Early Termination FeeThe customer is porting her services out to another companyWe 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 case of [redacted] to our office for review We appreciate you bringing this matter to our attention.We called and spoke with [redacted] on April 19, and he advised that their FiOS Video service was restored yesterday, April 18, On April 19, we issued a total credit of $for (2) months FiOS Video service and DVR receiver (75.99xand 19.99x= $191.96) The customer’s billing date is the 28th so that credit of $should be reflected on his April 28, billing statement If it is not, I have requested the customer to deduct that amount from his bill If the credit is not on his May 28, 2017, I have requested the customer to call me so that I can investigate and resolve The customer is satisfiedWe apologize for any inconvenience this may have caused the customer We trust this information will assist you in closing this case.Frontier Communications

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 on October 25, she contacted Frontier about buzzing and screeching on her telephone line.Ms [redacted] advises that she kept reporting issues to Frontier about her telephone service and that Frontier technicians were signing off her repair tickets without fixing her telephone lineMs [redacted] advised after continually contacting Frontier she still had an issue that her telephone jack to her fax machine was not working after a technician worked on her line Frontier has investigated the above statements and offers the following response: Frontier made contact with Ms [redacted] and confirmed that on November 22, a Frontier technician repaired her telephone service.Frontier has scheduled a technician for Friday December 2, to come out to repair the jack for Ms [redacted] ’s fax machine at no charge.Frontier has credited Ms [redacted] account for $for her service issuesFrontier has provided Ms [redacted] a direct point of contact should she have any further questions or concerns We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: [redacted] advises that her service was not working and is due creditFrontier has investigated the above statements and offers the following response:Account research located the following trouble tickets: [redacted] - Reported 06/25/as no light on internetThe ticket was closed 07/01/as changed cable and pair [redacted] reported 08/23/as can't connect on HSI the ticket was closed 08/26/as changed customers service to a different pair [redacted] - reported 09/13/as no High Speed Internet Syncthe ticket was closed 09/20/as line not found out of serviceCalled cbr no answer.Account notes show on September 16, Ms [redacted] spoke with a Frontier representavite and advised she would be porting service, refused any offersResearch failed to locate a request to disconnect the serviceRecords show service order [redacted] completed November 7, disconnecting service effective October 9, account research shows Ms [redacted] carried a past due balance since July 2016.Records show the following credits were applied for the service outage: 08/23/$late payment fee; 08/23/$inernet service, 08/23/$credit for telephone serivce outage and 08/23/$service performance guarenteeThese credits reflect on the September 4, bill dateAt this time all warranted credits have been applied to the accountA Frontier representative attempted unsuccessfully to reach Ms [redacted] A contact letter was sent on June 8, We trust that this information will assist you in closing this complaintWe regret any inconvenience that Ms [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 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

After further investigation, Ms [redacted] was set up for phone, internet, television Frontier Secure, and DVR servicesMs [redacted] only requested internet, television, and Frontier SecureA service order was completed on 05/31/to remove the phone line, Frontier Secure and additional TV set top boxes.Ms [redacted] received a total credit of $202.80.Going forward, Ms [redacted] ’s monthly charges will be $before taxes, then after months will go to $before taxes

Thank you for referring the complaint of [redacted] to our office for review We appreciate her bringing the matter to our attention.In the complaint Ms [redacted] expressed concern regarding a rate quote of $per month but receiving a billing statement in the amount of $ She was previously advised she was billed for the Early Termination Fee (ETF) in error Our records indicate the October 10, billing statement did include an ETF charge $ The customer renewed her bundle and should not have been charged an ETF The account was credited the $charge; however, the representative entered an incorrect charge code and the credit was denied on January 6, On February 14, the credit was reissued, approved and posted to the account The credit will post to the March 10, billing statement Please allow 60- days for the refund to be delivered to the customer.On February 14, Ms [redacted] was provided the above information.We sincerely apologize for the inconvenience this matter has caused Should Ms [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT [redacted] Sincerely,Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS

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] ***