Frontier Communications Corp.

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] ***

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 Thank you for your help in resolving this matter.Thank you, [redacted] Regards, [redacted]

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 review We appreciate her bringing this matter to our attention In the complaint Ms [redacted] expressed concern regarding cancelling service and billing errors Her monthly bill for internet only was changed without her knowledge She also stated she was charged for two months on one bill before she could dispute the bill.Our records indicate the customer transitioned from Verizon with FiOS Internet 50/at $84.99, a FiOS Wireless Router for $5.99, which brought her April 7, bill to $ The customer also received a FiOS Promo Term Discount (good from November 4, – November 3, 2016) for $ The taxes totaled cents and the total bill was $66.51.The May 7, statement reflected the credit of $and the balance was cleared There were no further charges on this account until January 7, This statement included the FiOS Internet 50/for $84.99, FiOS Wireless Router for $5.99, for a total of $ The customer was billed the full month from January – February 6, and also the prorated charge from December – January 6, in the amount of $ The tax totaled $and the total bill was $183.01.The customer was able to get the same services at the same rate; however, this is the first statement to generate since May This statement is the beginning of service, which always includes the full month, along with prorated charges for the days of active service.Our records indicate as of January 14, 2017, the account has been disconnected The customer was billed through February The February statement will include credit for the days billed in advance We sincerely apologize for any confusion this matter has caused.Frontier’s attempt to reach Ms [redacted] was unsuccessful Should Ms [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT [redacted] Sincerely,Felicia T***Executive Customer Relations###-###-#### EXT [redacted] FRONTIER COMMUNICATIONS

• 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 Regards, [redacted] The charges again appeared on the November Bill and all of my calls to the company have not been returnedMy number is ###-###-####

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

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]

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. Regards, [redacted] ***

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.

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that as of January 11, 2018 that account has been placed on Stay connected. Frontier has placed an adjustment to the account to provide credit for the time the account was previously... supposed to be on stay connected. Frontier spoke with Mr. [redacted] on January 16, 2018 and provided the above information. Mr. [redacted] has been provided the assigned representative’s contact information for any future questions or concerns. 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. Regards, [redacted] Dear ***,After contacting Mr. Daniel M [redacted] , Frontier president and CEO, I finally received a call from Lori Fl [redacted] , who hurriedly attempted to explain the situation to me stating there would be some adjustments made to our billing, but she was speaking so quickly that I thought I'd just check on my current billing when it was available. She had said the representative had the choice of using DirecTV or DISH, which isn't what I was told when I contacted Frontier. I was informed then that they only use DISH. When I spoke with the original representative I told him our [redacted] billing for phone, TV and internet was over $211 per month for the package. He agreed that was exorbitant and that my billings for phone, TV and internet would run us between $140 and $150 per month. Our total billings monthly from Frontier and DISH for the package is $255.80, which is $45 more than we were paying [redacted] . Therefore, this certainly does not represent what the Frontier representative quoted me.I would gladly return to [redacted] under these circumstances if Frontier could assure me that I would have no disconnect charges or further billings from Frontier or DirecTV other than the services we've already incurred. In my opnion, this is certainly not conducting proper customer relations and has not resolved my issues. [redacted] ***

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: Mr [redacted] advises he has been overcharged every month since Frontier bought out VerizonMr [redacted] states with the outrageous and unexpected increases he canceled his services and states Frontier claims he owes $Mr [redacted] reports he was being charged for Premium channels that he was supposed to receive free from VerizonMr [redacted] advises he spent months of time without services when Frontier took over Frontier has investigated the above statements and offers the following response: A Frontier Representative has attempted to contact Mr [redacted] but has remained unsuccessful.After further investigation, Mr [redacted] had a past due amount of $that had rolled over after the migration with Frontier.Mr [redacted] was receiving the Premium channels free for one year however this discount expired on 07/16/Frontier had a system generated order to give a credit of $listed as a Valued Customer credit to help with the promotion expiring.The representative had not found any repair tickets, and no other notes in the account suggesting Mr [redacted] had called in to report any services issuesFrontier states customers must call in to report any services issues so they can be repaired.Mr [redacted] has a final balance with Frontier of $ 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: Gabriela C [redacted] Department: Consumer Relations Telephone Number: ###-###-#### Ext Fax Number: ###-###-####

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

Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention.The Complaint states that: Mr [redacted] was installed on 12/22/Mr [redacted] was unhappy with the install and the speed serviceMr [redacted] called on 12/23/to disconnect service therefore he should not have any billing dueFrontier has investigated the above statements and offers the following response:Mr [redacted] ordered services on 11/25/and they were installed on 12/22/2015.The Mr [redacted] called on 12/23/he was transferred to the internet help desk for trouble shooting and was given a $credit at that time.Mr [redacted] did call on more than one occasion to disconnect service.An order to disconnect was placed and completed on 3/8/2016.A credit has been issued to credit Mr [redacted] all charges and a follow up has been set up for the 04/01/to ensure the Mr [redacted] has a zero balance.Frontier attempted to reach Mr [redacted] and a voice mail was left with contact information for any further questions.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 matterFrontier Specialist: Donna M [redacted] Department: Customer Relations

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

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] states that Frontier has provided him with three different dates to have his service installed The first date was December 28, and then again on January 2, He advised Frontier started billing him for the service as of December 28, and he has yet to receive the services Mr [redacted] states he opened another ticket and Frontier closed it because they could not locate his address Mr [redacted] request that Frontier finish the job and follow the dates they put forward Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that the original installation order was completed as a self-Installation for the Internet service on December 28, The Frontier technician attempted to contact Mr [redacted] but did not have a valid contact number The installation order was closed out as complete and sent to billing Mr [redacted] ’s Internet installation was completed on January 10, 2016.A Frontier representative applied a onetime credit to Mr [redacted] ’s account in the amount of $for the three missed appointments and out of service credit.A Frontier representative spoke with Mr [redacted] on January 9, to advise 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 [redacted] K [redacted] to our office for review Complaint: Mr [redacted] states that he never utilized Frontier Communications’ services due to poor qualityFrontier has reviewed the above statements and offers the following response: • Frontier advises that we have credited Mr [redacted] ’s account down to a zero balance• Frontier spoke with Mr [redacted] on 12/2/and advised of the above• Mr [redacted] Presented no further questions or concernsand has direct contact information for the futureWe trust that this information will assist you in closing this complaintWe apologize for any inconvenience [redacted] K [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: • 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

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]