Frontier Communications Corp.

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: The first billing statement dated December 24, total amount due was $This bill contained prorated charges from December 22nd to December 23rd and month in advance from December 24th to January 23rd, Our records indicate, on December 23, a disconnect order was initiated per the customerPlease note the Closing and Final billing statements must generateOnce the Closing and Final bills have generated our office will review the account and issue the appropriate credit adjustmentOn January 12, I spoke with Mr [redacted] and relayed the above informationDuring this contact, I advised Mr [redacted] that the Closing and Final bills have not generated at this timeOnce the bills generate I will review and issue the appropriate credit adjustmentI provided Mr [redacted] my contact number should he require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

Tell us why hereThank you for referring the complaint of [redacted] E [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] advises she had to disconnect her services from Frontier on May 17, due to the fact she did not have the money to pay the entire balance on the first of June Ms [redacted] sees the credit to her account for $and acknowledges her balance is now $Ms [redacted] wants to know what happened to the promo of $per month until October Frontier has investigated the above statements and offers the following response: Frontier has been unable to contact Ms [redacted] by telephone, we have sent please call Frontier emails to Ms [redacted] and have received no replyFrontier advises Ms [redacted] can contact Frontier for more information on current promotions at ###-###-#### and Frontier will be able to assist Ms [redacted] with her order to reinstall her service with the current promotions available for Lifeline 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 Regards, [redacted] The charges again appeared on the November Bill and all of my calls to the company have not been returnedMy number is ###-###-####

Frontier Communications 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: Ms [redacted] was scheduled to have up to mbps internet installed but only received up to mbpsMs [redacted] states she was asked by the technician to try out the lower speed at no cost to herFrontier has investigated the above statements and offers the following response: Frontier records demonstrate that there was an install order completed on November 30, The order was written for a Simply Broadband Ultra of up to mpbs The technician noted that only mbps was available to the address There were no notes to support Ms [redacted] position that she should not be billed for trying the service.Frontier records further demonstrate that the customer called to cancel service on December 6, An order was created with a due date of January 2, with an effective date of December 31, per Frontier’s terms of service.Frontier has requested an adjustment for the balance of the account as a courtesy to Ms [redacted] Ms [redacted] will be notified by email once the credit for $has been applied to her account.Frontier does appreciate Ms [redacted] taking the opportunity to see if the service would meet her needsWe 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 Frontier Specialist: Donna M [redacted] Department: Executive Customer Relations Telephone Number: ###-###-#### Fax Number:

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. Rachel F [redacted] has told me if there are anymore issues I may contact her to handle them. Regards, [redacted]

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: • Mr [redacted] states that he was quoted a price of $for Internet and phone plus taxes.• Mr [redacted] also stated that his bundle promotion of $was removed and was advised he would not receive it backFrontier has investigated the above statements and offers the following response:• Frontier reviewed Mr***’s account and found that the original customer loyalty credit of $was to expire on November 2017.• Frontier has reinstated the $Loyalty credit back to Mr***’s account as of December 17, This credit is reflecting on Mr***’s December bill statement• Frontier representative has spoken to Mr [redacted] and advised the Loyalty credit has been reinstated back to the accountWe 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: Tocoma KDepartment: General Manager

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: Ms [redacted] stated that she requested her account be disconnected on September 4, She stated she was advised to call back in the next day, which she didShe was then billed for an entire month of serviceFrontier has investigated the above statements and offers the following response: Frontier found that Ms [redacted] was asked to call in the next day when she asked to disconnect her service on September 4, The order was not issued until the next dayShe billed from September 5, to October 4, on the September 5, billFrontier credited the total amount of that billThe amount of the credit was $ 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 find that this resolution is not necessarily satisfactory to me but acceptable The Frontier representative issued a verbal apology and informed me that they would be opening up an internal investigation as to why my telephone service was disconnected without any notice after I had made a $payment But they tell me that they can not divulge the results to me The rep also stated that per my request of a written apology, they are not able to provide that either Regards, [redacted] ***

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mrs [redacted] bringing this matter to our attention The Complaint states that: Mrs [redacted] indicates that her internet was downMrs [redacted] is upset that Frontier no longer carries The BYU channelMrs [redacted] advises that her bill is higher than it usually isFrontier has investigated the above statements and offers the following response: Frontier has tried to contact Mrs [redacted] on 10/16, 10/17, 10/18, with no responseFrontier is sent a letter with contact information should the customer wish to contact Frontier for resolution to their complaint 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’s Local Manager has advised that Ms [redacted] was part of common cause originally on 8/10/• A ticket was reissued and completed on 8/25/• The modem was replaced and the Network Interface Device was rehabbed• The inside wiring issues have been resolved as well• Frontier has issued an adjustment in the amount of $that will appear on the next billing statement

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 Frontier has ignored the bulk of the complaintWhen with Verizon I purchased movies at $each (might have been $15.99, been a while)We had no notice of the timing of the switch so both movies were gone the moment Frontier took over and they were never retrieved by Frontier and made available to me againI had no way to retain these movies and Frontier has yet to address thisThe other part of my complaint is based on erroneous information provided to me by Frontier sales regarding ENCORE/STARZ which ended up NOT being included even though I was told by Elizabeth it wasThere is still also no explanation of the Verizon credits we were told were to stay that then disappearedSince I filed the complaint with you, Attorney Gen of Ca and Frontier, I have had call from this Stacey with no infoI have returned her call times and she has yet to contact meAt a minimum I want reimbursement for the movies purchased or they can send me a copy of both (Martian and Spy) Regards, [redacted]

Frontier has investigated the above statements and offers the following response: A Frontier consultant has made direct contact with Mr [redacted] and he verified services are now workingFrontier has applied an adjustment to Mr [redacted] account in the amount of $Mr [redacted] was also advised of Frontier’s Second Connect Max option for the monthly reoccurring charge of $ We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter

Revdex.com:The business contacontacted me and said they would remove all of their information from my credit reportI will accept that permitting that it happens.Regards, [redacted] ***

Thank you for referring the complaint of [redacted] to our office for review We appreciate Mr [redacted] bringing this matter to our attentionThe complaint states that: Customer states was quoted 114.97/tax by a Frontier rep when customer upgraded his internet services to 150/ mg and his tv service to the Essential package with a two room set top box package Customer states his billing never reflected this quoteFrontier has investigated the above statements and offers the following response: Account is noted by rep EG [redacted] who placed order 5/27/that Mr [redacted] would be paying 134.97/tax for service upgrade which is the correct pricing for the 150/internet/Essential tv package with room set top box package That order did not complete until 6/28/when upgrade was done I have corrected the July and August statements with a missing credit of per month to get customer to the before tax price that was quoted, customer will see this credit on his final billing Mr***’s September statement does reflect the credit and did bill correctlyWe 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

The Complaint states that: Ms [redacted] advises that she has been overbilled for the month of FebruaryMs [redacted] believes that she does not owe the balance on her account of $ Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on March 7, We advised that credit had been issued to Ms [redacted] ’s account in her closing statement that was issued on March 3, Frontier also advised, an addition $was issued for overbilling of HBO that the customer was advised would be free, and $for an overlapping in charges from January 3-January 10, Frontier advised of balance $

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 billing discrepancyFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on January 15, and explained adjustments of $issued and remaining balance.Frontier advised Mr [redacted] that his account has been disconnected as of January 15, Frontier has set a follow up to ensure bill accuracyWe 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 review We appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises that his Frontier internet service has not been reliable and frequently disconnects Mr [redacted] advises that he was informed by Frontier that if a technician comes out and determines that the problem with the service is isolated to the inside of the home, he would be billed a service charge Frontier has investigated the above statements and offers the following response: Frontier advises that Internet service connectivity and speeds are based upon many factors including: network congestion, customer location, customer equipment, and network interference Frontier advises that a customer is responsible for paying a service fee if a technician is dispatched and finds out that the problem is related to the wiring on the inside of the homeFrontier also advises that a customer can avoid having to pay a technician visit fee by subscribing to an inside wire maintenance protection plan.Frontier attempted to contact Mr [redacted] by phone on March 20, 2018, March 21, 2018, and March 22, 2018, and via email on March 21, 2018, but has not received a response 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 Laura [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: [redacted] advises she cancelled her services however still is receiving monthly billsFrontier has investigated the above statements and offers the following response:Frontier reflects that customer placed order for disconnection on 11/26/however the order did not complete until 12/21/2016.This is after the customer’s bill cycleThe customer will receive credit back from the disconnection date to the end of her bill cycle.Frontier records also reflects that customer’s account has a courtesy credit of $which will reflect in 1-bill cyclesWe 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

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe complaint states that: Ms [redacted] advises that she cancelled her telephone line as of November and as of October she is still getting billed for calls to ###-###-#### Ms [redacted] advises that she has called every month for the past eleven months to get this solved Ms [redacted] advises that she has been given credit each month and has been advised that it will stop and it happens again the next monthFrontier has investigated the above statements and offers the following response: Frontier investigated and found that the telephone number was still set in our system as a working number As of October 16, it has been removed out of the system and will no longer work.Frontier attempted to reach Ms [redacted] to advise of the above but was unsuccessful Frontier left a message for Ms [redacted] that included direct contact information.Frontier has applied credit for the calls in the amount of $and will appear on the next bill statementWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Frontier issued credit for the upgrade fee and also issued a credit to honor Ms. [redacted] 's old pricing.Frontier made several attempts to reach Ms. [redacted] , unfortunately, our attempts have been unsuccessful. Frontier sent Ms. [redacted] a letter to contact Frontier if she has any further... questions.