Frontier Communications Corp.

August 16, 2016Revdex.com Complaint: [redacted] RebuttalThank you for referring the complaint of [redacted] to our office for reviewWe appreciate your bringing this matter to our attentionWe apologize for the customer’s recent experience while attempting to upgrade her Fios data speedOur records indicate the customer’s speed was upgraded from 15/to 50/on July 6, 2016.A credit in the amount of $was applied to the customer’s account on July 25, The outstanding balance on the account is $16.16.On August 10, 2016, a review of the customer’s account confirmed the promotional discount was not appliedThe $promotional discount was added via order [redacted] A $was added to the customer’s current bill to reduce the monthly recurring rate to $54.99I contacted Ms [redacted] and provided the above information.Sincerely,Amara H.Frontier Customer Relations Specialist/GM Specialist

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

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Ms. [redacted] ’s account and has waived the early termination fee (ETF) in the amount of $400 for both the digital phone ($200) and internet service ($200).Ms. [redacted] ’s account is scheduled to... terminate on March 5, 2018 under service order number [redacted] . Frontier’s billing policy states that TV and internet services are billed in advance for the following month. Termination of TV and/or internet will be effective on the last day of the billing cycle. The service(s) will remain available to Ms. [redacted] through the end of the period for which Ms. [redacted] has been billed in advance. Information about Frontier’s Terms of Service (TOS) can be found at www.frontier.com/terms. We regret any inconvenience that [redacted] may have experienced as a result of the above matter.

Frontier CommunicationsThank you for referring the complaint of Mr [redacted] S [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] request two months of credit for Auto pay error.Frontier has investigated the above statements and offers the following response:Frontier reviewed account and determined the Auto-pay error was corrected.We further advise that our expectations are that all customers have a positive service experienceOn March 30, a one-time courtesy adjustment of $was applied and will be reflected within thirty to sixty days on a future statementNo additional credit will be applied for this issue.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] S [redacted] has experienced because of the above matter.Frontier Specialist: Bridget Gill Department: Executive Relations

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

Frontier changed Mr [redacted] 's Internet service from a business to residential account.Frontier issued credits for the difference in the pricing and for fees billed in error Frontier issued a courtesy credit to Mr [redacted] 's account

Frontier Complaint ResponsesIntermittent and Slow Internet SpeedsComplaint: Ms [redacted] advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from FrontierResponse: Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference.Customer speeds may vary over timeFrontier has investigated Ms [redacted] ’s account and has determined that Ms [redacted] resides in an area where high Internet usage during peak periods could be affecting Internet service speedsFrontier has investigated Ms [redacted] ’s account and has determined that due to a surplus of WiFi traffic in his home or immediate area, WiFi network congestion could be affecting Internet service speeds.Frontier advises that plugging devices directly into the router through a wired connection should address this issue.[Frontier tested the access line and found that Internet speeds were within an acceptable range.]Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Ms [redacted] ’s area at this timeWV Slow Internet Speed Language OnlyFrontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference.Customer speeds may vary over timeCustomer is provisioned for Mbps / Mbps Availability of Advertised SpeedsResponse: As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee.Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed.Service subject to availability.”As a result, Ms [redacted] is subscribing to the service tier for up to Mbps and receives up to 12- Mbps.Broadband Speeds Response:Frontier advises that the FCC does not mandate minimum broadband speedsThe FCC’s decision to define “advanced telecommunications capability” under U.S.C§ has created significant confusion in this regard This definition has no direct impact on the speeds that Internet service providers deliver to customers

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 a lot of people that live close to the frontier building and they have the same issues as I do, so they can not tell me it's because I live further away!! The Facebook page has nothing but bad reviews and the same problems as I do! I've been calling and complaining for a year, they have Been telling me different things each time, never an answer, but now that I file a complaint they have the answer that fast! This is my only option many peoples only option! They need to fix it! Regards, [redacted] ***

Charges have not changed other than minor tax variations, $in credit has been issued for service trouble reportedLate fees are now being assessed since no payment has been made since JanuaryFrontier sustains all valid charges

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: Customer wanted to cancel service on 05/20/ Frontier has investigated the above statements and offers the following response: · Frontier issued order # effective date to 05/20/The customer had a balance of $which was paid in fullThe account is closed as requested with a zero balanceThe customer is satisfied and has been provide my direct contact information for future issues 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises that he is billed for a router and has never received a new router from FrontierFrontier has investigated the above statements and offers the following response: Frontier has investigated Mr [redacted] ’s account and determined that the Router feature is a required code to qualify for the promotional offer.Frontier advises that a notation will be posted to Mr [redacted] ’s account to remove the Router at no charge on the term ending date of January 19, 2019.Frontier spoke to Mr [redacted] on February 8, to advise of the above informationWe 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: For the matter of complaint ID [redacted] I was assured everything is being done to get my request resolvedThe representative informed me of funding that was going to be passed throughout the country to upgrade services Regards, [redacted]

Frontier has investigated the above statements and offers the following response: Frontier advises that the amount subject for disconnect is the minimum amount that must be paid to avoid having dial tone interruptedIf only the minimum amount is paid, they are still subject to have their service toll restricted and non-basic services removedThe reminder notice clearly indicates “ All services remaining unpaid are subject to suspension”Frontier advises that the account is permanently disconnected, any balance accrued as a result of non- pay or partial payments must be paid in full before an order to reestablish an account and services can be performed.Frontier made multiple attempts to establish contact with Ms [redacted] , however, was unsuccessfulFrontier’s assigned representative’s contact information has been provided in correspondence 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 find that this resolution is satisfactory to me. Thank you for your help in this matter. 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 as long as the credit has been applied to our account specified in this complaint, otherwise the complaint will be reopened Regards, Thanks A [redacted]

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 got a phone call from a Frontier agent, and he was not helpful at all. He tried to convince me that the amount I was charged normal, and I shouldn't be complaining. He then offered the same plan to me for around $180 a month for a year. And also, they haven't fixed my overcharged previous bills. I am going to pay a lot more than it is supposed to be. I am also paying taxes for the extra services they added to my account. As I told to the representative, I am going to cancel my services, pay the bills, and open a new account with them again. I will be paying way less then they offered me, and I am going to cancel my services and open a new account each year. On top of that, they cut my premium channels for no reason? and I am going to be charged for that too while not getting the service As a conclusion, I am still going to pay more than I am supposed to just to close my account Regards, [redacted] ***

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] appreciates Frontier crediting his account because 6M data is not available, he would like this removed from his credit report Frontier has investigated the above statements and offers the following response: Frontier has been unable to reach Mr [redacted] by telephone the contact numbers listed on the complaint are non-working numbersFrontier has sent the request to the credit bureau on April 18, to remove Frontier from his credit report 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

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 services they state to be working are still not, and they even admit to that by stating people still don't have access to previously purchased titlesVOD is a service in our package for which we pay for, so using the pitiful excuse that "they don't charge for it" is a blatant lie as wellIn addition, $Is an insult considering there have been months of problemsThe reason why the company has no record of my complaints is because they assigned somebody else's phone number to my account potentially allowing someone else access and then refused to correct it despite my many requestsThe alleged "assistance improving my wireless signal" is also falseI had told them that my signal drops several times a dayThe technician changed the wireless signals channel, something I had already done and lo and behold it didn't workThis company is a fraud and I hope they are shut down soon so they will stop stealing from their customers Regards, [redacted] ***

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionIn the complaint Ms [redacted] advises she is disputing the Frontier bill for her father's accountFrontier spoke with Ms [redacted] on January 28, and reviewed her father's billIt was advised the balance on the account is $Ms [redacted] expressed she needs to review her payments records and bank statements to confirm we have posted all the paymentsFrontier reviewed the payment history and agreed to continue to work directly with her should she find have concernsWe apologize for any inconvenience she has experienced as as result of the above matter

The Complaint states that: Mr [redacted] states he was promised credit on his account that has not been received Frontier has investigated the above statements and offers the following response: Frontier has researched Mr***’s account and determined the promised credit was applied to the account on October 3, Frontier spoke with Mr [redacted] to advise of the above findings