Frontier Communications Corp.

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: Customer charged for connection of services and no credit was given Frontier has investigated the above statements and offers the following response: Frontier credited the account for the amount of $for the connection fee that the customer incurred on her May 28th bill, for adding the TV service back to the accountFrontier also applied credit in the amount of $for her being charged for TV service, but not receiving it, as well as a $courtesy credit for her mistreatment from representatives with our companyThe total credit given to the customer is in the amount of $204.39, and it will reflect on her following bill, that is to be issued on September 28, 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 [redacted] to our office for reviewWe appreciate him bringing this matter to our attentionThe complaint states that: • Mr [redacted] requested vacation hold service from Frontier to be effective 4-20-but received a bill in May that did not reflect the service had been placed on vacation• Mr [redacted] contacted Frontier and a representative assured him that the service would be placed on vacation and backdated to 4/ The service was still not placed on vacation at the time Mr [redacted] received his June bill Each month thereafter, Mr [redacted] continued to receive a bill and to contact Frontier to have the error rectified Frontier has investigated the above statements and offers the following response:• Frontier issued a $adjustment for erroneous monthly billing while service was to be on vacation suspend • Frontier apologizes for the delay in having the adjustment released to the account• Frontier will address internally any coaching/disciplinary actions related to this complaintFrontier apologizes for the delays created when proper process was not followed.We trust that this information will assist you in closing this complaint We apologize for any inconvenience [redacted] has experienced as a result of the above matter

Frontier advises that online chat is one method of contact for Frontier customer serviceFrontier advises if Live Chat is not available or if there is a long wait time, Frontier.com presents customers with an option to schedule a callback.Frontier advises that disconnecting Frontier internet does incur a broadbrand processing fee of $Frontier has issued a onetime discretionary credit to Ms [redacted] ’s account leaving a zero balance owing.Frontier attempted to reach Ms [redacted] to advise of the above however was unsuccessfulFrontier did leave a message that contained direct contact infoWe 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

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] advises that she was billed for a full month of service even though she wanted to end her service earlier Ms [redacted] also states her account was changed to paperless billing without her consent Frontier has investigated the above statements and offers the following response: Frontier records show that Ms [redacted] contacted Frontier on February 5, to terminate her services with Frontier.Frontier advise that Ms [redacted] has pre-paid for her services and is eligible to continue receiving service through the end of her billing cycle date of February 28, Frontier advises that a notice was sent with the September, October and November statements advising of the changes to the terms and conditions of service pertaining to the early termination fees and the effective date of and billing for the termination of servicesFrontier advises that a notice was sent with the November to customers who were enrolled in paper and electronic billingThe notice stated that these customers would be enrolled in paperless billing and that they could change this status by signing into their account on Frontier.comFrontier advises that several attempts were made to contact Ms [redacted] to discuss this issue further but was unsuccessful speaking to her further.Frontier has mailed Ms [redacted] a letter with direct contact information if she needs any further assistanceWe 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 Revdex.com bringing this matter to our attention The Complaint states that: Mr [redacted] states his internet was out since install on November 1, Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] internet was repaired on November 12, 2017.Frontier has credited the $ install and $for the timeout of service from November to November 12, 2017.Frontier spoke with Mr [redacted] on November 13,and reviewed the aboveWe 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

Good Afternoon, The account in question was zero'd out and the customer was pulled back for the credit agencies I spoke to the customer on July 29, to advise Customer is satisfied with Frontier's resolution Serena J [redacted]

Frontier has investigated the above statements and offers the following response: Frontier records indicate Ms [redacted] was promised a same day dispatch for the internet outage reported on 12/29/2017.Frontier dispatched a technician to service the outage on 12/30/2017.Frontier has issued a $ credit to the account as a one-time courtesyTime out of service credits in the amount of $were issued to the accountThese adjustments will be reflected in 1-billing cycles.Frontier has contacted Mr [redacted] and provided direct contact information if additional assistance is needed 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

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] advises that she was billed for services after she requested to have them disconnected Frontier has investigated the above statements and offers the following response: Frontier advises Ms [redacted] that our records show that she called on September 15th and wanted to disconnect her services but was offered a credit to retain the account which she acceptedFrontier spoke to Ms [redacted] on December 21, 2016, and advised she was going to receive a credit from October 06, to the end of her current bill cycleA adjustment for for the premium movie package was already issuedFrontier has set a follow up to review the next billing statement to ensure accuracy 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 [redacted] bringing this matter to our attention The Complaint states that: [redacted] states that he has closed his account with Frontier and is being billed for $in error Frontier has investigated the above statements and offers the following response: Frontier advises that Frontier has spoken with Mr [redacted] on April 4, Frontier advises after reviewing the account it has found that the bill Mr [redacted] received indicates a deposit refund credit on the bill which is a billing errorFrontier advises that Mr [redacted] account has a zero balance.Frontier advises that it will follow up on the next billing cycle to ensure Mr [redacted] ’ s billing is correct We apologize for any inconvenience that [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] advises that he canceled his Frontier services but continued to get billed for servicesMr [redacted] is requesting the balance be removed and any negative reporting to his credit correctedFrontier has investigated the above statements and offers the following response: Frontier advises that there was an error in the order that was placed to disconnect services and Mr [redacted] was billed for an additional month of service in errorFrontier advises that an adjustment in the amount of $was applied to Mr***’s account on May 1, Frontier advises that the account is closed and there is no balance due on the accountFrontier advises that this debt will be pulled back from the outside collection agencyFrontier records show that this has not been reported to Mr***’s credit report.Frontier spoke with Mr [redacted] on May 2, and reviewed this information with himWe 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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states she was promised monthly pricing of per month.Ms [redacted] states she has received a bill in the amount of $ Frontier has investigated the above statements and offers the following response: A review of this account shows that Ms***’s account with Frontier was disconnected on May 5th of per her request.Ms***’s first billing was higher than $as the bill reflected installation fees and more than one month of service, as Frontier bills one month in advance for serviceAdjustments were issues to Ms***’s billing for the time she was billed in advance and the customer was advised of her remaining balance of $Ms***’s billing is currently disconnected and reflecting a $balance.A Frontier representative has spoken with Ms [redacted] to confirm that she finds these actions to be satisfactory resolution for her complaint 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 matterTell us why here

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises that she was offered Internet service for $per monthMs [redacted] states she was not advised of any installation feesMs [redacted] states she was billed additional charges because she had not paid the disputed amount.Ms [redacted] also advises that she has experienced issues with her internet connection with FrontierFrontier has investigated the above statements and offers the following response: Frontier records show that Ms [redacted] was offered a rate of $per month for the Internet service plus a $one-time charge for connectionFrontier advises that Ms [redacted] is being billed correctly for the Internet services at $per monthFrontier advises that Ms [redacted] was billed an additional $for a full installation fee in errorFrontier advises that an adjustment of $was applied to Ms [redacted] ’s account and will be reflected on her May statementFrontier advises that and adjustment in the amount of $has been applied to Ms [redacted] ’s account for the late fees that were billed on the March and April statements and will be reflected on the next statement.Frontier advises that several attempts were made to contact Ms [redacted] to discuss the connection issue further but was unsuccessful speaking to her further.Frontier has mailed Ms [redacted] a letter with direct contact information if she needs any further assistanceWe 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 rebuttal of [redacted] I [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Rebuttal states that: Ms [redacted] states that she is reviewing her bills and feels all of her services were paid prior to her disconnecting the service as she was set up on auto payFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that the last payment received on Ms***’s account was on March 7, and paid the February 11, invoice in full The February invoice billed Ms [redacted] for service dated February 11, through March 10, 2017.Frontier’s investigation found that the final charges due on Ms [redacted] account in the amount of $are for services dated March 11, through April 5, Frontier stands by their decision that the total amount due of $is accurateFrontier made several attempts to contact Ms [redacted] and was unsuccessful in reaching her.Frontier sent Ms [redacted] an email to advise on October 4, 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 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 30, 2018, and explained that his promotional discount was from 12-14-to 12-13-Frontier issued a onetime credit of $to Mr [redacted] account as a goodwill gestureFrontier offered Mr [redacted] our current everyday low price for his current services with a year termThe Monthly recurring charge would be $plus tax and surchargesMr [redacted] declined our offerWe 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.The response provided by Frontier is not acceptable and shows that they have made zero effort to resolve this issue Each point they have stated is and further shows how they are unfairly treating their customers and not maintaining the agreements between the customer and the service provider The following is my response to each of their findings Frontier states they have contacted me and communicated I’m not eligible for the promotional rate Frontier has not made any attempt to contact me regarding this issue The only communication I’ve had with Frontier is when I’ve called each month when the bill in incorrect At that time the billing representative try’s to figure out the problem, but they can’t see my old bills in their system When I signed up for Frontier service in it was for one year starting in August The rate was $a month for cable and Ultimate TV package Frontier has not communicated why I no longer qualify and why they are defaulting on their agreement Frontier states that my bills are available and viewable for my address [redacted] ***There are multiple things that are incorrect with Frontiers statement First this is our old address We changed our service address in October when we bought our new house at [redacted] 98021, which is the current location of the cable and internet service Secondly the bills from August through December are not viewable on Frontiers website (see attachment - showing only bills viewable are from January - March 2018) When I’ve contacted Frontier for the billing issues their billing representatives also cannot see previous bills These bills show my original rate It is clear Frontier does not understand the issue, they are hiding the past Billings and are referencing Billings from the wrong address Frontier states that payments have been made and previous credits have been made as a one time courtesy It is true that I’ve made payments for the incorrect rate and then been required to battle Frontier for a credit Though credits have been made they are not sufficient to cover the difference between their billing and what I’m required to pay based on the rate I agreed to Frontier considering the credit’s a ‘courtesy’ is extremely disappointing and further demonstrates their inability to understand and own their mistakes and believe the customer is in the wrong Is it is courtesy I make my payment every month? No, it’s my obligation by the agreement I signed up for a service, one they are not meeting on their end In summary each of the statements made by Frontier is and further illustrates how they defrauding their customer and not following through with the agreement to provide a service for a price If the bills from August - October were available from Frontier it will be clear they are charging the incorrect rates I do not accept their efforts to resolve this.Thank you for your continued assistance to resolve this issue Regards, [redacted]

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] advises that she has a billing discrepancy with Frontier Ms [redacted] advises that Frontier needs to honor the amount she was quoted on August 25, 2017, which was $plus taxes Frontier has investigated the above statements and offers the following response: Frontier advises that the dollar amount that was quoted to Ms [redacted] did not include the additional $per month rental fees for each of the additional cable boxes that she hasFrontier advises that a credit in the amount of $was applied to Ms***’s current bill, dated September 24, 2017, to lower her balance from $to $ Frontier also advises that going forward, her bills will reflect the monthly rental fees for the cable boxes.Frontier spoke with Ms [redacted] on October 10, and advised her of the above statements Frontier will follow up after the October 24, bill generates and review it to ensure accuracy 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 The company never addressed the employee, Shelby, who directly lied to me They also never addressed the reason why I was not contacted when they changed my service date They have only offered a canned response that doesn't address any of the mistakes they have made They have also not offered me any restitution for my service being disconnected, for all of the mistakes they made, and for the countless hours I wasted trying to get them to get their act together They truly are a terrible company Regards, [redacted]

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] advises that she called on January 9, to cancel her TV and home phone services, then called back on January 12, She was told that her account was closed as of January 11, 2017, and that her final bill would be $Ms [redacted] advises that her credit card was charged $by Frontier on January 27, 2017, and was not expecting to be charged that amountMs [redacted] advises that the excess charges need to be refunded to her credit cardFrontier has investigated the above statements and offers the following response: Frontier advises that the customer’s full balance as of the start of the January 13, billing cycle was $304.45, and since Ms [redacted] was set up on automatic payments, the full balance got charged to her credit card because Frontier bills one month in advanceFrontier advises that as of the start of the February 13, billing cycle, all charges for the customer’s TV, internet, and home phone services were credited going back to January 12, Her final balance is $103.43, due to the fact that an early termination fee was charged.Frontier spoke with Ms [redacted] on February 23, and advises that the customer is aware that the charges for her services were credited and backdated to January 12, She was also aware that the early termination fee is valid, since she did have a two year contract, and Frontier does charge an early termination fee if a customer either cancels all of their services or downgrades to just one service 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 Jill [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she contacted Frontier to discontinue her services on December 19, and was advised that she had a zero balance Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was sent a statement on December 13, that covered services up to January 12, for $that was due on January 8, Frontier advises that payment was not made for the December statementFrontier confirms that Ms [redacted] contacted Frontier on December 19, to discontinue her Frontier servicesFrontier advises that Ms [redacted] should have been advised that there was a Broadband processing fee of $when cancelling the Frontier internet service.Frontier advises that Ms [redacted] was responsible for all service from December 13, to the date of disconnect on December 19, Frontier advises that the January 13, statement was sent that issued partial credits back to December 13, and also billed for the broadband processing feeFrontier advises that the final balance due to Frontier was $53.28.Frontier advises that an adjustment was issued in the amount of $as a courtesy and there is no balance dueFrontier spoke with Ms [redacted] on January 24, to review this information with her 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

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 contacted Frontier times to resolve his billing concernsMr [redacted] reports he was advised the FIOS 100/would be $a month which would include the cost of the routerThe price was published on the website and was confirmed several times by other representativesMr [redacted] is seeking a correct bill and credits to his accountFrontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Mr [redacted] and he advised he wanted to cancel his FIOS TV services back in April, then in July he requested for the upgrade for the internet.After further investigation, the representative did see where Mr [redacted] wanted to cancel FIOS TV services in April, and was advised of the FIOS 100/internet for $including the router.Mr [redacted] received a total credit of $due to the incorrect pricing for his internet, the additional router, and the FIOS TV being billed since AprilThe representative will check the next billing cycle to ensure all is correct going forward 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*** Department: Consumer Relations Telephone Number: ###-###-#### Ext [redacted] Fax Number: ###-###-####