Frontier Communications Corp.

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] advises that he has experienced issues with his Internet service from FrontierFrontier has investigated the above statements and offers the following response:Frontier advises that a repair was completed on December 23, Frontier has investigated Mr [redacted] ’s account and has determined that Mr [redacted] resides in an area with a surplus of Internet users that could be affecting his Internet service.Frontier continues to work towards a solution that will improve Mr [redacted] ’s Internet serviceGiven that many factors could impact the timing of an upgrade; we cannot guarantee any specific date for project completion Frontier advises that Mr [redacted] pays a monthly fee of $for the broadband internet serviceFrontier advises that a monthly credit in the amount of $has been applied to Mr [redacted] ’s account bringing the cost of the broadband Internet cost down to $Frontier advises that this credit will be effective until December 20, Frontier confirmed with Mr [redacted] on December 28, that his service is workingWe 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 Mr [redacted] P [redacted] to our office for reviewWe appreciate Mr [redacted] P [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] P [redacted] advises he does not owe Frontier for service from August 19, to September 18, Frontier account was closed on August 24, Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] P [redacted] on September 15, Frontier explained that we bill a month in advance and explained his bill cycle of the 19thOn the July 19, Frontier explained that we have updated the Terms of Service and displayed on page of Frontier advised that the charges are validFrontier advises that Mr [redacted] P [redacted] has pre-paid for his service and is eligible to continue receiving service through the end of his billing cycleMr [redacted] can always stop the disconnection if he changes his mindWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] P [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 attentionAccording to the complaint Ms [redacted] advises her account was disconnected prematurelyFrontier Communications investigated the accountBack ground issues were found when Ms [redacted] worked directly to The Office of the President of Frontier CommunicationsFrontier restored service on April 16, Ms [redacted] has been given The Office of the President Representative’s direct contact information if further assistance is requiredWe trust this information will assist you in closing this complaintWe apologize for any inconvenience she experienced as a result of the above concerns

A Frontier agent called and spoke with *** She verified that her FIOS Data service is currently up and running...all is well Due to outage and inconvenience, the agent offered to adjust the account for one month of service which equates to $ Customer accepted offer The $credit will apply towards her next month's billing statement Case Closed

Tell us why here...Our records indicate the customer subscribes to the following services: • FiOS 50/for $Per month • WiFi Router for $Per month Other Services and Charges included: • Nest Protect Wired $On-time charge • Shipping Fee of $One-time charge • High Speed Installation (HSI) fee of $One-time charge The customer was also billed prorated charges: • FiOS 50/for the period 04/18-04/• WiFi Router the period 04/18-04/The customer received monthly discounts in the amount of $and $These discounts reduced the $service to $The taxes billed on this statement totaled $As with all initial billing statements, the customer is billed one month in advance and prorated charges for the number of days the service was activeThe June 1, billing statement reflected the previous balance of $245.53, a payment of $41.48, a credit adjustment of $(HSI Installation) and the balance brought forward was $The current charge for June was $42.00, which brought the total bill amount to $On June 23, 2017, the $charge for the Nest Protect Wired product, the $shipping fee and the Late Payment fee of $all were creditedThere is no record of Frontier shipping any equipment to the customerPlease allow 1-bill cycles for this credit to appearThe new balance for the account is $

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] states that she found she had two different account numbers with Frontier and as a result the payment she made on May 20, in the amount of $was never applied to her accountMs [redacted] also states she does not want to pay for service that she disconnected when she returned the equipment on July 31, Frontier has investigated the above statements and offers the following response: Frontier investigated Ms***’s complaint and determined that the payment was applied to the wrong account A Frontier representative applied the payment to her account in the amount of $on August 30, A Frontier representative placed an order on September 12, to disconnect Ms***’s services The order was made effective back to July 31, Ms [redacted] will see the prorated credits on her next invoice dated October 1, A Frontier representative sent Ms [redacted] an email to advise her payment in the amount of $was applied to her account and the service is disconnected and she will receive the prorated credits back to July 31, on her next invoice 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 Ms [redacted] A [redacted] to our office for reviewWe appreciate Ms [redacted] A [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] A [redacted] advises she is waiting on her refund for a duplicate payment Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] A [redacted] on August 31, Frontier explained refunds on closed accounts are automated and system generate in complete billing cycles from the disconnect date plus 14-business days for processing and delivery.Ms [redacted] explained that Frontier informed her that she would receive her refund on her Credit Card in to days We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] A [redacted] has experienced as a result of the above matter

Complaint Number: Customer Name: [redacted] Phone: [redacted] Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that: [redacted] disconnected his service with Verizon and has not received his refund check [redacted] continues to receive bills showing a credit balanceFrontier has investigated the above statements and offers the following response: Frontier spoke with [redacted] and advise that a refund check would be mailed out to allow to days business days 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 matterTell us why here

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: Customer is not getting monthly statement in timely manner Frontier has investigated the above statements and offers the following response: Frontier investigated account and found that the bill is being sent to Ms [redacted] on the 30th of every monthFrontier has corrected the issue and set to mail the statement to Ms [redacted] when it is released every month on the 22nd 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 Mrs [redacted] bringing this matter to our attentionThe Complaint states that: Mrs [redacted] advised Frontier that [redacted] has been receiving lifeline credits on his services for the past years and each year it is a hassle to renew the creditsMrs [redacted] also advised Frontier that she had received both an approval and then a denial for the Lifeline assistanceMrs [redacted] advises that on separate occasions she was advised that the paperwork was accepted and then also that the paperwork was not accepted Frontier has investigated the above statements and offers the following response: Frontier apologized to Mrs [redacted] about the inconvenience she has experienced while attempting to renew Mr***’s lifeline credits.Frontier investigated the reason for the two separate conflicting responses and was able to determine that the federally funded program required paperwork from Mr [redacted] for his renewal that was not included in the initial submissionThe approval they received was then removed at the request of the governing agency because the approval was for a new application and not a renewal.Frontier has provided Mrs [redacted] with the steps necessary to re-apply for the Lifeline program now that the renewal period has passed and new applications are being accepted We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] or 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] stated he thought he was placing an order for Fios data service, but ended up getting the copper DSL service insteadIt did not meet his needs and he disconnected the service, but is still getting a billHe attempted to resolve the issue, but has not been able to do soFrontier has investigated the above statement and offers the following response: Frontier credited Mr [redacted] the balance showing on the account and will verify that any credit reporting on the matter will be deleted 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he requested to terminate his account with Frontier in January of Frontier has investigated the above statements and offers the following response: Frontier advises that an order to terminate Mr***’s has been issued effective on the last day of the January bill cycle.Frontier advises that Mr [redacted] will receive a final bill with a zero balance.Frontier spoke to Mr [redacted] on February 21, and advised of the above information We 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

Revdex.com:Only after recalling the company numerous times to ensure my check was sent out, then being sent an incorrect check, was I actually finally sent my reimbursementThis whole ordeal even more personifies how poorly run of a company Frontier isI would strongly encourage the Revdex.com to investigate Frontier for their lack of customer service 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]

Thank you for referring the rebuttal of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that Frontier did not address his concern that he did not have access to his online account for two weeks Mr [redacted] advises that he had to call Frontier several more times before the issue was referred to a tech support representative who fixed the problem and allowed the customer to access his Frontier account onlineFrontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] ’s email address got disassociated with his Frontier online account and then allowed him access to another customer’s online account, due to a system glitchFrontier advises that on April 11, 2017, a Frontier technical support representative was able to link Mr [redacted] ’s email address back to his Frontier online accountThis allows only Mr [redacted] to access his account, and he no longer can access anyone else’s accountFrontier spoke with Mr [redacted] on April 14, and advised him that the problem with him not being able to access his online account was completely fixed, as of April 11, We trust that this information will assist you in closing this rebuttal We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Frontier advises that Ms [redacted] ’s January 22, bill statement reflected a balance due of $due by February 16th Frontier advises that Ms [redacted] ’s February 22, bill reflected a balance due of $which included current charges of $and an unpaid balance of $for the January bill Frontier advises that on February 22nd Ms [redacted] made a one-time payment via frontier.com and enrolled in Auto Pay The sign up screen for auto pay screen advises the customer of the following information: Each month, the total due for billing cycle will be automatically deducted Frontier advises that on March 16th Ms [redacted] made a payment of $via one-time payment for the February bill Ms [redacted] cancelled auto pay via the Frontier Online Bill Pay websiteFrontier advises that on March 16, the total due of $for the February 22nd bill was drafted from Ms [redacted] ’s bank account Frontier advises that on March 28th the payment of $was refunded back to Ms [redacted] ’s bank account as she made payments after the February 22nd bill had generated Frontier advises that on April 1, Ms [redacted] called requesting to transfer service A review of the call recording found that requested to transfer service as soon as possible to Airline Way Unit 1, Oak Harbor WA The consultant advised her that the soonest date available is April 8thThe consultant placed an order to transfer service with a phone number change from ###-###-#### to ###-###-#### effective April 8th The consultant however did not advise Ms [redacted] of the new number This has been addressed with the consultant Frontier advises that the transfer order was complete by a technician on April 8th The service was installed up to the network interface device and a door tag was left as there was no access Frontier advises that Ms [redacted] called on April 8, requesting to cancel service stating that she could not afford the service anymore An order was placed to disconnect ###-###-#### A review of the call found that there was no mention of the service already being transferred to another address Frontier advises that account ###-###-#### was adjusted to a zero balance on May 31st although our records reflect that there was no payment received for service dated March 22nd through April 8th There is no refund due to the customer on this account Frontier advises that account ###-###-#### was adjusted to a zero balance on August 31st There were no payments received on this account therefore no refund is due to the customer Frontier advises that Ms [redacted] requested a $credit refund for her time spent trying to resolve this matter A consultant submitted a request to provide a courtesy credit; however the request was denied advising that we do not provide credit for customer’s time Frontier advises that a $credit was applied to Ms [redacted] ’s account on October 18th and refund processed on October 31st although no refund was owed to the customer Neither Frontier’s tariffs nor applicable law provide for compensation for hassle and inconvenience Frontier apologizes to Ms [redacted] for the inconvenience that this matter has caused; however no further credit is warranted

Frontier has investigated the above statements and offers the following response: Frontier apologizes about the misquoted price and as a courtesy applied credit to Mr [redacted] ’s account for the last three billing cyclesFrontier has also taking this opportunity to provide coaching and training to the consultants who advised Mr [redacted] of the inaccurate rateFrontier has on record where Mr [redacted] or [redacted] called into customer service several times inquiring about pricing for the double playOn these multiple occasions they were advised the rate would be $64.99-$depending on Internet speedOn February 24, the consultant initially gave the quote of $When Mr [redacted] express interest in cancelling service that was when he was offered $54.99.Due to Mr [redacted] is already receiving the new customer promotion he is not eligible to receive retention offersMr [redacted] will received promotional pricing on the Internet for the next three years until February Mr [redacted] ’s double play package includes Vantage Voice Unlimited calling and Vantage Internet Elite for a monthly reoccurring in the amount of before taxes and surcharges.In order to lower the monthly cost Mr [redacted] would have to downgrade the Frontier service.Frontier will not apply any more adjustments to Mr [redacted] account due to promotionsThe new billing cycles begins May Mr [redacted] has been advised of my contact information to make changes prior to the cycle date We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter

Thank you for referring the complaint of [redacted] ***- [redacted] to our office for reviewWe appreciate you bringing this matter to our attention Ms [redacted] advised of the difficulty receiving credit for Nest thermostat purchased through Frontier CommunicationsOn December 08, a Frontier Communications representative spoke with Ms [redacted] and issued all the appropriate credits We trust 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

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] stated that Frontier quoted her a monthly rate of $for TV and Internet service with Frontier She has not received the rate she was quoted for the past three months Frontier has investigated the above statements and offers the following response: Frontier investigated Ms [redacted] ’s account and found that her monthly rate will be $before tax With tax Ms [redacted] ’s monthly rate will be approximately $155.00.Frontier’s investigation found that she was billed for HBO service that she did not request Frontier placed an order on September 8, to remove the HBO service from Ms [redacted] ’s account Frontier issued a credit to Ms [redacted] ’s account on September 8, in the amount of $for the billing errors.Frontier spoke with Ms [redacted] on September 8, to advise that Frontier will honor the monthly rate she was quoted through the end of her contract, June 23, 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

Hi, Frontier stopped payment on the previously issued check and issued a new refund check with the estimated receipt of to business days Frontier will follow up with Mr [redacted] to verify he received the check Thank you

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 her bill for Frontier servicesFrontier has investigated the above statements and offers the following response: Frontier advises that the correct price for the products that Ms [redacted] subscribes to is $per month plus taxes and surchargesFrontier further advises that equipment fees, taxes and surcharges are subject to change and not included in the price guarantee.Frontier advises that the Frontier email can be kept active and accessed through the frontier.com website.Frontier spoke to Ms [redacted] on April 11, and advised of the above and provided direct contact informationWe 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