Frontier Communications Corp.

Thank you for referring the complaint of [redacted] to our office for review We appreciate him bringing this matter to our attention.In the complaint Mr [redacted] expressed concern regarding his internet speed He states he is not receiving the speed that he is paying for, the Broadband MaxMr [redacted] also states that he should only pay $and be refunded anything that he has paid for internet, since he started using Frontier.According to our records Mr [redacted] is on our discounted price of $19.99, that will end September 27, The pricing is $a month plus taxes, surcharges and fees.Frontier advises that Internet service speeds are based upon many factors, including, customer location, customer equipment, and network interference Customer speeds may vary over time Service subject to availabilityFaster Internet speeds available in select areas only at an additional monthly feeThe high-end speed range in a Service tier represents the potential wired maximum speed capability in that Service tier, but is not a statement, representation or guarantee of the maximum speed a customer will receive.Should Mr [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT [redacted] Sincerely,Bridget G***Executive Customer RelationsFRONTIER COMMUNICATIONS

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 she ordered Frontier Internet service and that the representative advised her he was checking her credit.Ms [redacted] states she called to check on her order when a technician never showed to connect her Internet service, Ms [redacted] states she was then told it had something to do with her creditMs [redacted] advises that she then requested to cancel her order for Internet service with Frontier.Ms [redacted] states she was then notified that Frontier placed a hard inquiry on her creditMs [redacted] states she wants the hard inquiry removed from her credit and an apology from Frontier Frontier has investigated the above statements and offers the following response: Frontier contacted Ms [redacted] on November 17, to advise her that we could not remove the hard inquiry from her credit as she was advised by the representative that her credit was being checked.Frontier explained that Frontier runs a credit check on all new customers applying for service with usFrontier was not able to locate Ms***’s order to know the exact reason why we were holding her order.Frontier apologizes for Ms***s poor experience with Frontier 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 bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises she requested the service that was in her deceased husbands name to be disconnected.Ms [redacted] is disputing the balance of $Frontier has investigated the above statements and offers the following response: Account notes indicate Ms [redacted] requested the service to be changed from [redacted] in to her name.Account number ###-###-####(This is for services provided under [redacted] ) bill date 11/28/shows previous balance $186.35, payment received $94.63cr, other charges and credits $4.50, balance forward $96.22, new charges $54.46cr leaving a balance due of $Repair history shows trouble ticket [redacted] reported 11/15/and canceled 11/21/On 02/19/a credit of $was applied for the time out of service for the High speed internet under account 941-316-This will reflect in one to two bill cyclesAccount number ###-###-####for services billed 11/28/17-12/27/for $This was for a minimum day billingOn February 1, credits totlaing $were appliedThis leaves a balance of $for services provided from 11/14/17-11/20/and for directory assistace chargesAt this time all warranted credits have been applied to account ###-###-####We trust that this information will assist you in closing this complaintWe regret any inconvenience that [redacted] may have experienced as a result of the above matter.Frontier Specialist: Amy Buchanan Department: Consumer Relations Telephone Number: 811-320-xt 114-Fax Number: ###-###-####

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: [redacted] advised that she has an early termination fee of $for canceling services with Frontier CommunicationsFrontier has investigated the above statements and offers the following response: Frontier charged ***’s account $for the early termination feeFrontier Communications has credit ***’s account $for the charge of the early termination feeThere is a remaining balance of $that the customer is responsible for 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

Frontier CommunicationsThank you for referring the rebuttal of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention.The Complaint states that:Ms [redacted] advises that she has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier.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 network interference.Customer speeds may vary over time and are not guaranteedWe apologize for the inconvenienceWe 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.Frontier Specialist: Bridget G [redacted] Department: Executive Relations

Per Frontier records, Ms [redacted] disconnected her account on December 30, When the account was disconnected, the system charged Ms [redacted] for prorated promotional credits in error A Frontier agent adjusted the account in the amount of $which covered promotional charge backs on the account after the disconnect The adjustment has been applied to her balance and she currently has a credit balance of $of which will be sent to her in the form of a check within business days Ms [redacted] understands and is satisfied with the resolution 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 has a billing dispute with FrontierFrontier has investigated the above statements and offers the following response: Frontier advised Mr [redacted] that his $credit is being reversed to his account and can take up to five business days to happen Mr [redacted] is satisfied when Frontier spoke with him on April 23, 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

Customer concerned with timing of refund Frontier has investigated the above statements and offers the following response: Frontier advises that the $refund should be received within twenty-one business days.Frontier left a detailed voicemail for the customer to confirm receipt

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] states that her billing increased following conversion from Verizon to Frontier.Ms [redacted] states that she contacted Frontier to remove telephone service from her account and this resulted in a full disconnection of all services including telephone, internet and television.Ms [redacted] states that she was advised she would have to wait until her next billing cycle to re-install the video and internet she wished to keep active with Frontier Frontier has investigated the above statements and offers the following response: A review of this account shows that Ms [redacted] Ported out her telephone number [redacted] via order number [redacted] on August 8thThis order was requested by Ms [redacted] through another company and caused a full disconnect of her services with Frontier CommunicationsThis is business as usual in regards to porting out a primary account number.Frontier communications placed order number [redacted] to reinstall Ms***’s television and internet services on August 16th, 2016Ms [redacted] has been moved to a lower cost product package to address her concerns regarding the increase in her billing.A Frontier representative has spoken with Ms [redacted] to confirm that her Video and internet services are working properlyWe 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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I was told before any one came out there would not be a charge unless they came inside it was clear stated from your representives in tech supportFrontier is not will to prove to me I was aware of any charges I never signed anything or agreed to any of this if they would please pull the calls from tech support and listen they would know I was not aware of these charges cause I was told I would not be charged especially since I was given bad equipment from your company ant that is why it did not workSo multiple trips were made cause I was givenAd modems twice

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] advises that she has been billed for long distance charges from MCI but has not had long distance on her account since August • Ms [redacted] states that Frontier admits that she doesn’t have long distance but can’t do anything about it• Ms [redacted] states that Frontier removed voicemail to reduce charges but indicated she must agree to another contract for one year• Ms [redacted] advises that she contacted Frontier to cancel her service in June and was told there would be a $early termination fee (ETF)She asked for call notes indicating she agreed to a one year term but Frontier could not provide them.• Ms [redacted] advises that she asked for a final bill but was emailed a current bill, not final and has received a another bill with $additional charges, a late fee and still being charged for the long distance billing Frontier has investigated the above statements and offers the following response:• Frontier records show no notes to remove long distance from Ms [redacted] ’s account until her call on 4/29/• Frontier records show no notes indicating that Frontier agreed that Ms [redacted] did not have long distanceFrontier noted that they would submit the calls for credit adjustmentHowever, the long distance calls were researched by toll investigation and the charges were determined to be validAdditionally, these calls were direct dialed calls.• Account review shows that Ms [redacted] was advised twice on the 4/29/call that reducing her bill would require a one year commitmentThis is confirmed per review of the call• Frontier advises that the current balance on the July statement is correctThe billing includes past due charges, the early termination fee and, due to advanced billing, credits for services previously billed after the disconnect date of 6/16/16.• Frontier advises that statements are not labeled FinalStatements continue to be generated for 2-billing cycles after an account is paid in full or until written off and sent to collections.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.Sincerely,Executive Customer RelationsFrontier Communications

Thank you for referring the complaint of [redacted] to our office for review We appreciate her bringing this matter to our attention.In the complaint Ms [redacted] expressed concern regarding paying her Verizon bill religiously for five years, Frontier decided in December 2016; the customer suddenly owed them almost $ She has made multiple attempts to resolve this matter but received different reasons for this discrepancy She has emailed a history of payments to Frontier’s Collection department showing she has never missed a payment Our records indicate prior to the transition, the customer did indeed make regular payments to Verizon The Verizon January 13, Verizon statement reflected a previous balance of $400.90, a payment was received on January 7, in the amount of $200.45, the past due balance brought forward was $ The current charge for January was $200.61, which brought the total balance to $401.06.The Verizon February 13, billing statement reflected the previous balance of $401.06, a payment of $was received on February 9, 2017, the past due balance brought forward was $ The current charge for February was $208.97, which brought the total balance to $410.03.The Verizon March 13, billing statement reflected the previous balance of $410.03, a payment of $was received on March 7, 2016, the past due balance brought forward was $ The current charge for March was $206.18, which brought the total balance to $416.21.The first Frontier billing statement generated on April 13, and reflected the previous Verizon balance of $416.21, there was a payment of $received through April 21, 2016, the past due balance brought forward was $ The current charge for April was $193.52, which brought the total balance to $409.73.The May 13, billing statement reflected the previous balance of $409.73, a payment of $was received through May 11, 2016, a credit adjustment of $was applied and the past due balance brought forward was $ The current charge for May was $204.66, which brought the total balance to $394.39.The June 13, billing statement reflected the previous balance of $394.39, a payment of $was received through June 8, 2016, the past due balance brought forward was $ The current new charge for June was $194.70, which brought the total balance to $389.09.The July 13, billing statement reflected the previous balance of $389.09, there was no payment received, the past due balance brought forward was $ The current new charge for July was $164.69, which brought the total balance to $553.78.The August 13, billing statement reflected the previous balance of $553.78, there was a payment of $received through August 9, 2016, the past due balance brought forward was $ The current new charge for August was $197.22, which brought the total balance to $335.02.The September 13, billing statement reflected the previous balance of $335.02, there was a payment of $received through September 9, The past due balance brought forward was $135.02, the current new charge September was $197.22; which brought the total balance to $332.24.The October 13, billing statement reflected the previous balance of $335.02, there was no payment received and the past due balance brought forward was $ The current new charge for October $199.71, which brought the total balance to $531.95.The November 13, billing statement reflected the previous balance of $531.93, there was a payment received in the amount of $on November 11, 2016, the past due balance brought forward was $ The current for November was $197.18, which brought the total balance to $ The December 13, billing statement reflected the previous balance of $329.13, there was a debit of $applied, due to an additional $ payment applied to the account in error on the November statement The customer’s payment was only $200.00, not $ The past due balance brought forward was $and the current activity for December was $206.92, which brought the total balance to $736.05.The January 13, billing statement reflected the previous balance of $736.05, there was a payment posted in the amount of $800.00, and the credit balance brought forward was $ The current activity for January was $198.95, which brought the total account balance to $135.00.The February 13, billing statement reflected the previous balance of $135.00, a debit in the amount of $was applied The new charge for February was $201.95, which brought the total balance to $401.95.The March 13, billing statement reflected the previous balance of $401.95, a payment of $was received through March 6, 2016, a credit adjustment of $was applied, which brought forward the past due balance of $ The current charge for March was credit of $32.86, which brought the total account balance to $158.16.Our records indicate there was a system issue internally where Frontier applied payments multiple times to the customer’s account in error An applied payment of $was applied to the account on December and December This system error occurred around bank holidays – Frontier’s system applied two payments again on December Remittance Processing identified the error and debited the two payments December 26, 2016; as the customer did not make these two payments, yet Frontier credited the bill.After the payments applied in error were removed, the customer had a balance due remaining The customer did make regular payments; however, they were partial payments There were months where there was no payment received; those months in were July, October and December There was no payment received in February Review of the above billing and payment history, shows a past due balance brought forward each month; from the time of transition, through the porting out of service on March 7, The balance of $is valid and sustained.We sincerely apologize for the inconvenience this matter has caused Should Mrs [redacted] wish to discuss this matter further, I can be reached at [redacted] EXT [redacted] Sincerely,Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS

Frontier advised Mr [redacted] that he was in stalled on the service package that allows and internet speed 6mbps and offered to upgrade Mr [redacted] to the Simply Broadband Ultra package which has quoted speeds 12mbpsFrontier quoted Mr [redacted] the monthly re-occurring of $Mr [redacted] advised that he was quoted a different price and wished to personally investigate the pricing furtherMr [redacted] advised that he has received a billing adjustment for the extenders

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 have talked to them just today and was not satisfied with their answerI was unable to use their internet service due to an issue with my lines or the modemI could not wait to figure out the issue as I had college and high school students needing to use the internet for turning in assignmentsI turned off service immediately upon hearing the issue could not be resolved timely Regards, [redacted]

The Complaint states that: Ms [redacted] states she is being charged for the full month of August $Ms [redacted] states she has not received her return boxes for the equipment Frontier has investigated the above statements and offers the following response: Frontier advises that services were disconnected August 9, 2016.Frontier advises that September billing statement backdated charges for the advance billingFrontier advises that manual credits of $were credited for the termination feesFrontier advises that return boxes have been requested

Thank you for referring the complaint of [redacted] to our office for review We appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that her December bill is $higher than what her contracted monthly rate should be Ms [redacted] advises that Frontier needs to remove the additional $monthly chargeFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] is in a price-locked contract until March 2018, and because of that, the $price increase should not have affected her bill Frontier advises that a credit will be applied automatically for the overbilling on her December statement and will be reflected on the January bill A $credit will be applied to her monthly bills until her contract ends in March 2018.Frontier spoke with Ms [redacted] on December 13, and advised her of the above statements 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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below It does not resolve my complaint because they do not address why a Frontier employee would tell me over the phone that I do not have a contract with Dish when in fact I didI have also found out that even though I pay Frontier for my Dish service, Frontier cannot see my Dish accountSo which is it? The biggest problem with all of this is that the consumer, me, is getting the shaft because others do not know their job or care to do it correctlyThey work for such large companies and the companies do not care about the consumerAt this point in time the amount in question is in collectionI will now sue Dish and Frontier because of this Regards, [redacted] ***

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: Ms [redacted] advises that the price she was quoted for services was not reflecting on her billFrontier has investigated the above statements and offers the following response:After a review of the account, we have confirmed that Ms [redacted] was missing some promotional discounts from her billWe have since corrected the issue by adding the promotional discounts back to the accountFrontier records reflect that credits have been issued on Ms***’s account in the amount of $Of the $298.49, $reflected on Ms***’s April bill.The remaining balance will reflect on her bill in 1-bills cyclesWe 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.Frontier Specialist: Tocoma K Department: General Manager

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 she is having difficulty getting new services installedFrontier has investigated the above statements and offers the following response:Frontier spoke to Ms [redacted] on April 29, and was advised she is currently working with a Frontier manager to resolve her issues and is not in need of my assistance Ms [redacted] advised us to close the complaint with the Revdex.com at this timeWe 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

Tell us why hereThank 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] states she was charged for Frontier internet service that she never hooked up or used Frontier has investigated the above statements and offers the following response:We have investigated and reached out to Ms [redacted] April 19, to advise the service has been disconnected and she will not be billed 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