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] 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 [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

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, [redacted] I was contacted by a Frontier Rep who told me to use Verizon email as my user and my old password The system responded with the followingAfter days Frontier doesnot recognize verizon emailsSo im still stuck at the same place I was beforeFRONTIER needs to set me up with a Frontier logon and temp password or another means of logging into the Ultraviolet websiteI can still log into MY FRONTIER website with my old verizon logon information so something else needs to be done to allow me to get into the Ultraviolet systemThanks for responding to my requests

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 $

Frontier has investigated the above statements and offers the following response: Frontier has made multiple attempts to contact the customer and have been unsuccessful 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

The Complaint states that: Mr. [redacted] advises that he cancelled his Frontier service in September 2017. Mr. [redacted] advises that he continued to be billed beyond his cancellation date. Frontier has investigated the above statements and offers the following response: Frontier advises... that Mr. ***’s service was cancelled on the requested date of September 7, 2017 and Mr. [redacted] received appropriate credit for his partial month of service.Frontier advises that Mr. [redacted] was billed an Early Termination fee of $100 for cancellation of his service prior to the end of his contract term. This charge left a balance on Mr. ***’s account. Frontier advises that we spoke to Mr. [redacted] on November 7, 2017 and advised of the above.

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] ’s advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier Over a six month period, numerous technicians have been sent to the home to attempt resolution with no successMr [redacted] states that the technicians keep closing the repair tickets without fixing the issue Frontier 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 timeAccount review shows Mr [redacted] has reported internet issues multiple times over the past six months where a technician has gone to the premisesEach technician has noted what steps towards resolution were taken and that the service was functioning properly upon departureFrontier has scheduled another repair for Mr [redacted] with a commitment of 12/24/to troubleshoot any additional issues he may be experiencing 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 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 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

Good Afternoon,Credit in the amount of $has been mailed to the customer It will take about 7-days for him to receive it I spoke to Mr [redacted] and advised him of the refund check He explained what happened and on behalf of Frontier I sincerely apologize Mr [redacted] asked me to have someone call him after 5pm today because he might be interested in applying for service again I explained why his first bill after he added the DSL was higher Mr [redacted] is satisfied with my resolutionThank You,Serena J [redacted]

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]

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 are Not fixing anythingThey are putting a band aide on the problemThey are rejecting the opportunity to modernize my neighborhood's service as they did for the new addition, literally across the street from meRegards, [redacted]

The Complaint Rebuttal states that: Mr [redacted] advised he will waive his claim to $if Frontier agrees to certain conditions and offer a sincere apology Frontier has investigated the above statements and offers the following response: Frontier offers Mr [redacted] a sincere apology.Frontier does not encourage unprofessional sales practices that disproportionately or negatively affect any group of persons or individuals.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.Again, we, Frontier Communications do apologize to Mr [redacted] 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

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

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

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

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: An Early Termination Fee in the amount of $was being disputed Mr [redacted] has not been getting the service he agreed to with Verizon and is now being penalized for canceling the service he has not been getting since the companies switchedFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on October 18, 2016, Frontier worked with the collections department and had the $Early Termination Fee waived Mr [redacted] is now due a total credit of $ Frontier is having the check for $expedited and he should have his check in approximately business days Mr [redacted] is satisfiedWe 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 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 [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states he is paying $for 1.85mg of internet service, Mr [redacted] further states he had his bill reduced to $in December Mr [redacted] states when he returned in March Frontier at the time was charging $and now the bill is up to $ MrWater states when he contacted Frontier he was advised nothing could be doneMr [redacted] would like his internet price reduced to $or have fiber optic cable put through town so he may experience up to 10mg internet speed Frontier has investigated the above statements and offers the following response: Frontier records show in December Mr [redacted] had a phone account with the internet bringing the price down to the $for the internet Mr [redacted] disconnected this 12/22/Frontier records show when Mr [redacted] reestablished the service 04/07/Mr [redacted] ordered internet only service which is $ Mr [redacted] statement show he was receiving a $auto pay discount and not enrolled in auto pay Frontier periodically audits its bills to ensure accuracy, when the accounts was audited the $auto pay discount was removed bringing the billing from $up $to $ Frontier did advise Mr [redacted] on his 08/16/statement under customer important information that the $auto pay was being removed as of 09/10/since he was not enrolled in auto pay The auto pay was a promotion offer that Frontier had and has since expiredFrontier currently offers $DSL internet when the customer has a qualifying phone package Mr [redacted] can contact customer service should he decide to add this Otherwise an DSL Internet only account is currently $DSL a month Frontier does not offer Fiber in Gold Beach OR 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 Sincerely, Frontier Customer Relations

Frontier CommunicationsThank 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] has billing concerns from downgrading his service.He never received promised credits.Frontier has investigated the above statements and offers the following response:According to our records on July 14, 2016, due to an order processing error confirmation # was generated to remove Mr***’s FiOS Telephone and FiOS Television services.Frontier advises within to bill cycles the prorated adjustments, $will reflect, as well as credit from July 13, to August 12, for the removal of FiOS Telephone and Television effective June 6, 2016.We spoke with Mr [redacted] on July 14, and confirmed he has 25/25, FiOS only Internet service for $plus taxes and surcharges.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: Bridget G [redacted] Department: Executive Relations