Frontier Communications Corp.

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

Frontier’s record shows the phone and video services where disconnected at the request of the customerThe remaining data service was connected on 05/20/with Move Order [redacted] billed on account ###-###-#### Frontier issued a $credit to zero out balance on TN ###-###-#### and will follow up to verify that the January 13th bill shows a zero balance A ticket Internal was issued to correct Frontier’s records going forward

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. Thank you for your help! 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: Internet outage Frontier has investigated the above statements and offers the following response: Frontier contacted Mr [redacted] on 6/23/and he advised that he was mostly upset about the issues with speaking to customer serviceThe consultant apologized for any miscommunication or inconvenience causedMr [redacted] advised that all services were restoredFrontier has issued an out of service adjustment in the amount of $ 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

The Complaint states that:• Ms [redacted] states her mother’s phone has been out of service since December 3, 2015.Frontier has investigated the above statements and offers the following response:• Frontier investigated the account for [redacted] and determined a repair ticket was issued December 3, and closed December 14, with repairs to the lineFrontier spoke with Ms [redacted] to confirm her line was clear on December 14, Frontier has issued out of service credit of $and a missed commitment credit of $Frontier apologized for any inconvenience Ms [redacted] may have experienced due to this service issue

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 In addition, I would like to keep this open, for, at least, the next month or so, to insure there’s no further demands of money owed, or threats to my creditI talked with somebody from their office on Friday, 5/@ approximately 4:15pm EDT, and same was said, but I’ve been told my account was all set before, then get sent another credit attack letter Regards, [redacted]

Frontier has investigated the above statements and offers the following response: Frontier confirmed that a Technician went out on April 19, The Technician added/repaired jacks and switched the cords to the single phone which corrected MrLee’s service issues.Frontier advises there is a minute minimum charge of $for a Technician visit.Frontier verified Mr [redacted] has two (2) “Technician Labor 1st Minute” charges appearing on his April billingFrontier has credited $to cover the duplicate Technician Labor chargeFrontier advise not able to reach Mr [redacted] by phone and there is no emailWill be sending an letter 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. Thank you so much for prompt and successful management of my problem with Frontier Communications, they have called and settled the dispute I had with them # [redacted] , I truly appreciate your help. Thank you again. [redacted] Regards, [redacted]

Hi,This issues has been resolved Frontier as cleared the bill and the account is now at a zero status Ms [redacted] has been notified Thank You Serena J [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 About my problem with frontier communication I had terminated there service in November they had no authorization form me too make any payments on my behalfcording to Dish frontier communication paid dish Network $on December 6th well after I had terminated any service from frontierAnd after I contacted frontier and offered to pay the $frontier denied that amount and said if I don't pay $it will go to collections and credit report Regards, [redacted]

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 that she has contacted Frontier several times over the last month to get Internet and phone serviceMs [redacted] would like Frontier to install her services Frontier has investigated the above statements and offers the following response: Frontier advises that we have attempted to contact Ms [redacted] on several occasions, each time leaving messages with our contact informationFrontier has not heard back from Ms [redacted] as of todayFrontier is sending a call me letter in the mail today in an attempt to make contact with Ms*** We trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] 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 find that this resolution is satisfactory to me. BUT, just FYI, none of your customer "service" reps ever mentioned "early termination fee" as many times as I made inquiries about what the bill was for! They were totally evasive, and flat-out LIED to me, the last one telling me it would automatically refunded! When I asked for a paper bill, no one could comply with that request, and ALSO LIED about it, telling me they would send one. You need to fire that last overseas person I dealt with for keeping me on the phone for an hour and fifteen minutes, pretending she was attending to me. She ALSO lied when she told me she'd finally found my account and was "looking into it". Your company ALSO lied to me about what was going on with the internet that suddenly went started going south. All kinds of excuses, until finally someone said if I would just wait it out, you were "upgrading" and refurbishing the building in our area. SIX MONTHS of upgrading??? I don't think so. That's why I canceled internet in the first place, keeping only my landline.Your company needs to go belly-up, as you have zero respect for your customers, which are leaving in droves, from people I've talked to. You started out good fifteen years ago when you bought Verizon from our area, but downward spiral ever since. 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: 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 complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that his card was charged twice for the same billWhen he call Frontier to get this corrected, he was advised that Frontier would not issue a refund even though the money never should have been taken in the first placeFrontier has investigated the above statements and offers the following response: Frontier records show one payment of $processed on 2/16/via Frontier’s automated phone payment systemOn 2/24/2018, a second payment of $was made using Mr [redacted] ’s online billing accountFrontier records confirm that at the time of Mr [redacted] ’s payments, the additional amount was owed for services previously providedMr [redacted] 's balance was past-due and was scheduled for imminent service interruption.Frontier’s billing system received a valid payment on an amount dueAt this time, we are unable to refund money paid to an account that was past due.Frontier advises that Mr [redacted] has access to view any pending and previous payments made in his online billing accountReview of this information is advised to avoid future accidental paymentsWe 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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she called Frontier to cancel her internet service and her Dish Network TV service and was told that the effective date for the cancellation would be April 12, She also advises that she was not told that she would need to call Dish directlyMs [redacted] advises that she called Dish, who was able to lower her TV bill from $to $per month She also advises that she was told by Dish that she will no longer receive a bill from Frontier and would only be billed by DishMs [redacted] advises that she received a bill from Frontier for almost $for services from April 10, to May 9, and was told that since she is billed in advance, it still needs to be paid even though she no longer has service with FrontierMs [redacted] advises that she should not be getting billed by both Frontier and Dish for the same dates of service, and that she should only owe Frontier for two days of service, from April 10, to April 12, Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was billed for Dish TV service on her Frontier bill dated April 7, since Frontier pays Dish Network for TV service prior to billing the customer for the service After she pays the bill, she will get a credit from Dish Network the following month for the service that was either cancelled or downgraded Frontier also advises that the billing for the internet service stopped as of April 13, Frontier spoke with Ms [redacted] on June 14, and advised her that the balance of $is valid, after which the customer made a payment for the full balance Frontier also confirmed with Dish Network that the customer currently has a credit of $33.06, which will be reflected on her June 18, Dish billWe 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 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 Ms [redacted] bringing this matter to our attentionThe Complaint states that:Ms [redacted] states that she has experienced issues with the internet service from FrontierFrontier has investigated the above statements and offers the following response:Frontier records show that a repair was completed on January 25, The Internet was working to the outside and no one was home to check Frontier modem.Frontier has made several attempts to contact Ms [redacted] regarding this issue but has been unsuccessful in speaking with her.Frontier has mailed Ms [redacted] a letter with direct contact information if she needs any additional 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

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 accept as long as they follow thru and refund what is due Regards, [redacted] ***

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 Regards, [redacted] Ps I should receive an additional 1/of the monthly rate since services were terminated on the 21st

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: Ms [redacted] advises that she was overbilled on her Frontier account Frontier has investigated the above statements and offers the following response: Account research shows Ms [redacted] has carried a past due balance since February 09, 2016.Records show Ms [redacted] was receiving a $HBO promotion credit which expired May 26, 2016.Research shows FiOS TV Promotional credit for $and $were removed in errorResearch shows a promotional credit of $15was removed in errorThis credit was schedule to expire May 26, (Total of $in discounts removed).Records show service order [redacted] completed November 28, disconnecting serviceRecords show credits totaling $were applied November 4, for the FiOS Voice discountsOn February 2, credits totaling $were applied for the remaining missing discount (6mnths x $30=$180).Records show on February 20, credits totaling $ This will reflect in one to two bill cyclesAt this time all warranted credits have been applied, Ms [redacted] has a balance payable and due of $ 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