Frontier Communications Corp.

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

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 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

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]

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

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

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 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

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: Mrs [redacted] states that Frontier advertise internet speeds up to or mbps.Mrs [redacted] also advise that she subscribes to Frontier’s up to Mbps service, she sometimes only receives speeds of MbpsMrs [redacted] also states her price increased from $to $for her internetFrontier has investigated the above statements and offers the following response:As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee.Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed.Service subject to availability.”Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference.Frontier has investigated Mr*’s account and has determined that due to a surplus of WiFi traffic in his home or immediate area, WiFi network congestion could be affecting Internet service speeds.Frontier advises that plugging devices directly into the router through a wired connection should address this issue.Customer speeds may vary over timeAs a result, Mrs [redacted] is subscribing to the service tier for up to Mbps and receives up to MbpsMrs [redacted] is subscribed to Internet service at the lowest rate available – $per month.Frontier representative have tried to reach Mrs [redacted] on February 2, & February 6, and was unsuccessful.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced as a result of the above matter.Frontier Specialist: Tocoma K Department: General Manager

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

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 However, I want to point out, that a couple of their replies are false I do have a contract, according to each one of their phone reps and as for notification, never happenedI found out by a phone rep while trying to pay a VERIZON bill Never the less, my issues were resolved the same day I filed this complaint by a phone rep only after threatening a small claims lawsuitAll phone calls Between me and Frontier have been recorded on my end as proof Regards, [redacted]

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 [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

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

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.

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

• 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 find it short of my expectationsI however will accept the business response to this complaint as a means to put this to rest Regards, [redacted]

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

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