Frontier Communications Corp.

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: Mrs [redacted] was billed for services never received Frontier has investigated the above statements and offers the following response: Our records indicate Mrs [redacted] has made several attempts to have account to a zero balance due to never receiving the service.On May 2, 2017, a credit for $was issued to the account; although, this left an amount of $78.18.As a courtesy Frontier issued a credit for total balance 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 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

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advised that he was charged $on his April 7, bill for a technician isolation fee that he did not requestMr [redacted] advised that we charged him $in late payment fees on his May 7, billFrontier has investigated the above statements and offers the following response: Frontier advises that we did send a technician out to Mr [redacted] ’s home on March 29, which did result in an $isolation chargeA Frontier Customer Support Representative did do an adjustment of $on May 16, and removed the late fee of $on May 18, 2016.A Frontier Customer Support Representative did speak with Mr [redacted] and advised that at this time he has a $balance on his account with FrontierFrontier has provided Mr [redacted] with direct contact information if he needs any additional assistanceWe 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

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

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] 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 Rebuttal of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint Rebuttal states that: Ms [redacted] states she is not satisfied the resolution of the original complaint because the credit that was issued was not sufficient She was billed overdraft fees because she was forced to make the payment earlier than planned because a Frontier representative advised her she had to pay to get her service restored Ms [redacted] request credit for the overdraft fees Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that a credit was applied to Ms [redacted] ’s account for the bank overdraft fees in the amount of $on December 16, Also, a credit in the amount of $was applied to her account for the late fee.A Frontier representative spoke with Ms [redacted] on January 5, to advise and she is satisfied with the resolution 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 [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 [redacted] D [redacted] to our office for review The Complaint states that: Mr [redacted] advises that he has been having problems with poor quality of internet for yearsFrontier has investigated the above statements and offers the following response: Frontier advises that we have made this situation a priority and have a ticket in to go and assess Mr [redacted] ’s services’ issues and repair the issues to the best of our abilities.Frontier spoke with Mr [redacted] and confirmed that he was satisfied with what we have done and what we will continue to work on with himMr [redacted] has direct contact info for future concernsWe 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 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

Thank you for referring the complaint of [redacted] and [redacted] to our office for reviewWe appreciate [redacted] and [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that a Frontier employee offered him a $gift card and Frontier should honor the offer made by the employee and give him the $gift card Frontier has investigated the above statements and offers the following response: Frontier found that the representative indicated that the gift card was to be given because the credit for HBO that the representative had given had been deniedThe credit had been denied as Mr [redacted] ’s account had already been given excessive credit for HBOThe total charges for the HBO were $plus taxRepresentatives manually issued total credits of $for HBOAlso, the account is not eligible for the gift card, which is a new customer promotionFrontier was unsuccessful in reaching Mr [redacted] by phoneWe also e-mailed a request to call this office We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrand Mrs [redacted] have experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms [redacted] stated her internet has been down since August 10, for her BusinessMs [redacted] advised the billing adjustment should be automatedFrontier has investigated the above statements and offers the following response: Frontier has credited Ms [redacted] account in the amount of $ for the time out of service for the internetBilling adjustments for time out of service are submitted based on the date we were are made aware of the outage from customer to the time it is restored.Frontier confirmed the service outage was restored August 21, 2017.Frontier was unsuccessful reaching Ms***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] advised that he has a billing discrepancy with FrontierFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on November 6, and advised our records show his pricing is at $till March 7, Frontier advised Mr [redacted] he can down grade or change his bundle at any time without penaltyWe discussed a few options and Mr [redacted] decided not to make any changesWe 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

• 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 • As a courtesy, an adjustment of $has been applied to the account on 9/13/

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 am currently reviewing the bills they sent as they are stating my service was disconnected on April 5th and the bill was due April 4thI was set up for auto bill payIf these charges are for March it should have been paid automaticallyI will be checking with my bank in regards to this Regards, [redacted] ***

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

Frontier has investigated the above statements and offers the following response: On April 30, 2016, Ms***’s service was restored and confirmed as working by a Frontier technician.Frontier has issued a credit of a credit of $for the service outageWe 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

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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he is having issues getting his Frontier service moved to a new addressFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] On September 7, and issued a $missed appointment credit for the delay in getting his service installed.Frontier advises Mr [redacted] ’s service was installed on September 6, 2017.Mr [redacted] presented no further questions or concerns and has direct contact information for the futureWe 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