Frontier Communications Corp.

Thank you for referring the complaint of [redacted] to our office for review We appreciate your bringing this matter to our attention.A review of the customer’s account determined the customer established service on May 15, The customer enrolled with a Triple Play (voice, internet, and tv) The promotional rate was $ The customer was billed this rate in addition to a $fee for Frontier Secure and $for the Regional Sports Fee, prorated charges from May 15-May ($31.82); which included a nonrefundable shipping and handling fee in the amount of $9.99, and taxes $28.97.The customer contacted our office and stated she did not request Frontier Secure The customer was issued credit in the amount of $on June 12, The charges billed on the initial bill are accurate The customer requested to disconnect service on June 12, Frontier provided service to Ms [redacted] from May 15-June The customer is responsible for the billed charges The balance due is $No credit is warrantedWe regret the trouble the customer experienced We trust this information will assist you in closing this complaint.Thank you, Amara H.Executive Customer Relations

January 25, 2017Case: [redacted] Thank you for referring the complaint of [redacted] to our office for review We appreciate your bringing this matter to our attention.A review of the customer’s account determined the customer disconnected service on June 15, The customer was enrolled in a month plan that afforded them special discounts as a result The cancellation of service prior to the end of the contract term results in an early termination feeThere are no trouble tickets that would have afforded Frontier the opportunity to correct any issues the customer may have experiencedAs it stands there is no error in the current billingThe customer is responsible for the early termination fee (ETF)A Frontier representative contacted the customer on January 25, 2017, and provided the above information We trust this information will assist you in closing this complaint.Thank you, Amara H.Executive Customer Relations

Frontier advises all products have a one-month minimum billingFrontier advises High Speed internet has a one time set up fee $and one time delivery fee of $Frontier advises services were activated to the (NID) August 24, The Network Interface Device (NID) is a device that services as the Demarcation Point between the Frontier access line network and the customer's inside wiringThe NID is where Frontier's wiring ends and the customer's home wiring begins.Homes have a test jack located in the NID with which the customer is able to isolate repair issues to either the inside wiring or outside of the houseAll inside wiring is the customer's responsibility.Frontier advises Ms [redacted] requested a technician to install a jack, Frontier assesses labor charges for all work beyond the demarcation point (NID)Frontier assessed minutes labor charge $for jack work completed September 27, 2017.Frontier issued credit $for services as a discretionary courtesy credit until the jack was installed.Frontier removed one call to directory assistance as one time courtesy.Frontier advises the account was disconnected October 4, and final balance owing is $155.10.Frontier spoke with Ms [redacted] November 6, and advised of the above We 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 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 [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 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 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

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] indicates her bill referenced a 10-year termMs [redacted] Indicated that she was in a contract with Frontier and termination fee may apply to her if she canceled.Ms [redacted] indicated that Frontier didn’t apply her payment correctly causing her Dish service to be suspended Frontier has investigated the above statements and offers the following response: The 10-year billing term was an errorFrontier advises that this error has been correctedMs [redacted] was advised that if she cancels her Frontier services, she will not incur a termination fee.Review of Ms***’s account shows that she was informed that because DISH was providing an adjustment to her account that she could reduce her payment amountThis information was erroneous, because adjustments issued by DISH cannot be applied to charges that have previously been forwarded to FrontierIn this instance, Ms [redacted] should have been informed to pay the full amount and that her next bill would show an adjustment from DISH and the DISH charges would be reduced by the amount of the adjustmentFrontier apologizes for any inconvenience experienced by Ms***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 B [redacted] Department: Consumer Relations

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 was sold Frontier service by a door to door agentMs [redacted] states the technician was not able to get the service working and she went back with her other provider after days· Ms [redacted] states she is being billed $for services she never had · Ms [redacted] states she’s contacted Frontier several times and been advised the issue is resolvedMs [redacted] states she received a collection notice for the disputed charges Frontier has investigated the above statements and offers the following response: · Account review shows an installation was completed for Internet and television on 5/17/and tested okMs [redacted] contacted Frontier the next day advising her Internet was not working A trouble ticket was issued on 5/21/with a due date of 5/24/16, however the trouble ticket was cancelled as Ms [redacted] had disconnected service· Account review shows Ms [redacted] was billed a standard minimum month billing and installation charges totaling $on 6/1/· Account review shows Ms [redacted] contacted Frontier regarding the outstanding balance Account review shows Ms [redacted] was billed installation fees in error and in this instance Frontier has agreed to waive the minimum month billing for services as a result of the service issues Ms [redacted] experienced with the InternetCredits have been issued to offset the full account balance and will appear on the 10/1/billing statement which will reflect a zero balance The disputed charges have been placed in protection from any collection activity We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter Sincerely, Frontier Executive Customer Relations

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 on June 25, 2017, he called Frontier to request cancellation of his internet service effective July 27, 2017, but the service was erroneously disconnected on June 27, Mr [redacted] advises that Frontier informed him that in order to reconnect his internet service, a new account would need to be created Mr [redacted] advises that Frontier needs to refund him his current balance of $for services that he did not receive Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] ’s internet service was disconnected one month too early, on June 27, 2017, in error The billing cycle started on June 22, 2017, and since Frontier bills one month in advance, a partial month credit will automatically be generated for the dates that the customer no longer had service, from June 28, to July 21, The amount of credit will come to approximately $49.26, and therefore, Mr [redacted] would only owe $for the days during the billing cycle in which he had active serviceFrontier advises that a new account was set up for the customer in order to reconnect his internet service, which was activated on July 6, Frontier spoke with Mr [redacted] on July 7, 2017, confirmed that his internet is currently working and that the customer will not be responsible for paying any installation or activation fees for the new account 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

Experienced service issues during the transition from Verizon to Frontier The customer experienced issues accessing Video on Demand (VOD) during the transition from Verizon to FrontierExperienced excessive hold times while trying to reach Frontier to request creditExperienced a Language barrier and dropped calls while speaking with FrontierFrontier failed to call back as promisedFrontier has investigated the above statements and offers the following response: On March 31, 2016, Frontier closed a transaction to acquire Verizon’s wireline services in California, Florida, and Texas, after receiving all required government approvals Prior to that time, notice of the transaction was communicated with Verizon customers On April 1, Frontier formally began transitioning all of Verizon’s network services and customers to Frontier In connection with our completion of the purchase of the Verizon wireline, broadband, and video businesses in California, Florida, and Texas, contractors used by Verizon and located outside of the U.Sare temporarily handling a small volume of customer service calls while we complete the training of our own, expanded U.S.-based customer care workforce The use of the off-shored contractors is planned to end as soon as operationally feasible but no later than the end of the year Frontier will bring back more than 1,jobs to the United States that were previously off-shored.The customer experienced a temporary disruption in services during the transition of Verizon’s network and services to Frontier Frontier has issued out of service credit that will reflect within one to two bill cycles.Frontier understands that some customers experienced issues viewing the previously available Video on Demand (VOD) content during the transition from Verizon to Frontier VOD content is now available, and frontier is continuing to add more titles each day, including those movies and TV shows previously purchased by the customers Frontier apologizes for any inconvenience this may have caused.Frontier spoke with the customer and apologized issues brought to our attention We will continue to work with the customer accordingly

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12344839, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I READ THE MESSAGE.THE FRONTIER DOESN'T ACCEPT THE TRUE.THEY SENT TO ME TWO EMAILS.ONE FOR MONTHS,THE SECOND FOR MONTHS.THEY TOLD ME THE SECOND THE AMOUNT IS INCORRECT.THAT'S THEIR OPINION.THE SECOND EMAIL THAT THEY SENT TO ME.IT'S THE PROVE I HAVE AGAINS THE COMPANY.I'M WAITING.I'M NOT GOING TO PAY ANYTHINGELSE.THEY HAVE TO RESPECT THEIR PROMOTION.THINK YOU [redacted] ***

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

The Complaint states that: Ms [redacted] advises that when her current contract expired she contacted Frontier to remove television service, leaving phone and internetShe was advised at this time that there would be no contract or termination feeMs [redacted] advises that she has requested to cancel her Frontier services, and was told that she would have an Early Termination FeeFrontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience this issue has caused Ms [redacted] Frontier advises that Mrs [redacted] ’s rate was based on a 2-year commitmentThis commitment term was listed on her bill each monthFrontier advises that the Early Termination fee is valid and will be sustainedFrontier advises that we spoke to Ms [redacted] and advised of the above

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 reviewed appear below.Regards, I have reached out to them on 3-7-and they had no options to helpThe reason they didn't hear from me is because I am at work during the day when they callSo what are they offering? Reimburse or so.nothing and let me cancel service with no charge? [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 Revdex.com bringing this matter to our attentionThe Complaint states that: Ms [redacted] is disputing bill for charges after disconnected service, and would like prorated creditFrontier has investigated the above statements and offers the following response: Frontier advises account was disconnected December 31, which is the end of the bill cycle Full bill cycle charges are due as there are no prorations on bills.Frontier advises we have submitted refund of $ for January chargesThis will be refunded to the credit card used to pay it and will take to business daysWe have also submitted a refund of $ this will arrive via check within to business days.Frontier spoke with Ms [redacted] thru email and also Hersel authorized user thru phone on January 12, and reviewed the above 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 attention The Rebuttal states that: [redacted] was advised the billing would be $a month and was overcharged.Frontier has investigated the above statements and offers the following response: Mr [redacted] had service from September 26, to November 21, 2016.Any disputed charges have been credited $was credited on November 17th, and $was credited October 21, The account closed with a balance of $ There have not been any payments made to the account until March 7, in the amount of $ This leaves a balance of $ This is the second month of and late fees Frontier finds the balance is valid.Frontier stands by its decisionWe 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 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 Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he did not have a contract with Frontier and he is being billed an Early Termination Fee Frontier has investigated the above statements and offers the following response: Frontier advises that all terms and conditions for any services previously provided by Verizon’s local exchange operations were assigned to Frontier CommunicationsFrontier will maintain all terms and conditions of the relevant portions of your current agreement through its expirationFrontier has made several attempts to contact Mr [redacted] regarding this issue but has been unsuccessful in speaking with himFrontier has mailed Mr [redacted] a letter with direct Contact information if he needs any additional assistance 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