Frontier Communications Corp.

Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] has our Internet service which is the only service in her area available Ms [redacted] has issues monthly where they have no service a tech goes out and it works for a while then it goes out again When they call for a repair that is a very long and slow process Ms [redacted] feels it is bad delivery of the service and poor customer serviceFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] about the complaint and she stated she felt her daughter had filed this on her behalf, after an area wide outage in the beginning of November after a storm had come through and many in her area were without service Frontier offered Ms [redacted] a month of service credit, she accepted and is satisfiedWe 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] advised that Frontier has missed numerous appointments to repair voice and internet services Frontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on January 9, 2017, and Mr [redacted] confirmed that Frontier has repaired services on January 9, 2017, also Frontier has made the appropriate adjustments on account for time out of service 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 contacted Ms [redacted] and has apologized to Ms [redacted] for her experience with Frontier Ms***’s feedback is an opportunity to improve our processes and personnel Frontier is thankful for Ms [redacted] bringing this to our attention so that we may have the opportunity to resolve it.Frontier has reviewed Ms***’s account and has issued a $courtesy credit for the billing issues she incurredFrontier has reviewed the February 7, billing statement and has issued credits in the amount of $for the late fee, value promo and broadband fee The current balance is $due by March 3, Ms [redacted] can review her account balance by logging onto www.frontier.comThe representative handling this complaint has provided her contact information to Ms*** The representative will be monitoring her account and next billing statement 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 $credit for the inconvenience is unsatisfactory 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: The World Plan was added to Mr [redacted] ’s account hoping it would cover domestic long distance phone calls Frontier has investigated the above statements and offers the following response: · Our records indicate Mr [redacted] spoke with one our representative via chat, asking if we have an unlimited distance planInstead, representative added a World Plan 500; which covers International long distance· Mr [redacted] ’s November statement occurred $in long distance and $on his December statement· December 30, 2016, Frontier spoke with Mr [redacted] acknowledging his concernsAs a courtesy, we issued a credit for long distance charges on both billing statements totaling $We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced because 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 has a billing issueMr [redacted] states he was charged $upgrade fee without his knowledgeMr [redacted] also states he was charged for TV service even though he doesn’t have that service with FrontierMr [redacted] also states that his bill is supposed to be $per month for internet only but his bill each month is for $Frontier has investigated the above statements and offers the following response: Frontier states that a representative contacted Mr [redacted] on November 7, to discuss billing issues.Frontier also states that the customer was charged an early termination fee when he switched from phone, internet and TV services to internet only with Frontier.Frontier also states that Mr [redacted] has had a balance forward every month due to not paying the entire balance billed including the early termination fee.Frontier also states that as a courtesy we have agreed to waive the early termination fee since customer is maintaining his internet service with Frontier.Frontier also states that a subsequent adjustment has been applied to Mr***’s account to remove the past due balanceWe 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 [redacted] bringing this matter to our attention The Complaint states that: [redacted] states she has been incorrectly for service by Frontier [redacted] states that she was advised the price quoted included the equipment, and that Frontier would put a block on the ability for purchases to the account Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account it adjusted the cost equipment billed to the account.Frontier advises that our records do not reflect Frontier advising that a block would be placed on the account for purchases by Frontier.Frontier advises the customer has the ability to a set a password in order to assure that no unwanted purchases are applied to the accountFrontier advises that the purchases on the account will be sustained.The remaining balance on the account is Three-Hundred Seventy -two dollars and four cents.Frontier has made an attempt to reach [redacted] ; however, Frontier has been unsuccessful in speaking with her 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

Customer Name: [redacted] Thank you for referring the complaint of [redacted] to our office for review. We appreciate [redacted] bringing this matter to our attention. The Complaint states that: [redacted] states she has not received the correct cost for services, and not received her Amazon gift card. Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the it has made the appropriate adjustments.Frontier advises that the account has the correct pricing for what Ms. [redacted] has requested.Frontier has spoken with [redacted] on May 25, 2017, and has confirmed she has received her Amazon gift card via email. 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 has investigated the above statements and offers the following response: A Frontier consultant has been unsuccessful in reaching Ms [redacted] however a detailed message was left with contact informationAt this Frontier doesn’t have any recent Internet trouble tickets for Ms [redacted] on record 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 as fast as Mbps and receives speeds as fast as 3.71- Mbps Ms [redacted] is subscribed to Internet service at the lowest rate available – $perMs [redacted] ’ service is provisioned at Mbps / K, so she is not in the group covered by the West Virginia Assurance, which includes only Internet Max customers provisioned at 1.5Mbps or lower Frontier also has tested the Customer’s service at Mbps / K We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matterTell us why here

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: Ms [redacted] stated she was billed for two (2) set top boxes and she only has one (1) boxMs [redacted] is requesting credit for the second box she was billedFrontier has investigated the above statements and offers the following response:After a review of Ms [redacted] ’s account, Frontier show that she was billed for one box.The customer was billed $for the equipment and $for the DVR servicesFrontier records also found that Ms [redacted] was over charged for the price of the DVR.This error has been correct as of October 17, 2017.Frontier records also reflect that a credit of $was issued on October 17, 2017, $on November 07, and $on November 30, totaling $for the over charge of the box.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 Specialist: Tocoma K Department: General ManagerTelephone 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 (refunding the service fee) is satisfactory to me. Regards, [redacted]

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him for bringing this matter to our attention The Complaint states that: Mr [redacted] cancelled his Frontier services and to date has not received his refund Frontier has investigated the above statements and offers the following response: Frontier called and spoke to Mr [redacted] on February 21, and advised the refund check is being processed and he should receive it in seven to ten daysMr [redacted] is satisfied with the resolution 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 corrected the bill [redacted] who said the statement in his account that his bill should be $before taxes was incorrectHe said that his issue had already been resolved and he contacted the Revdex.com to let them know his issues were resolved

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate your bringing this matter to our attention According to the complaint: Mr [redacted] is disputing the $20,balance on their Frontier account Mr [redacted] states he terminated services because they were on a copper network and was under impression that a Fiber network would be usedFrontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier had obtained a copy of the term agreement the customer had signed The contract shows that the service agreement was for a 20Mbps/20Mbps Ethernet circuit for $a month with a 60-month contract.The contract does not specify the method in which the customer would receive the Ethernet speed The termination fees and balance on the account are found to be sustainable as a resultWe trust this information will assist you in closing this complaintFrontier apologizes for any inconvenience the customer has experienced as a result of this 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. The corporate representative stayed past her business day to help me and contacted me the next day. I am satisfied with the actions taken by the corporate office. Regards, [redacted]

Tell us why here... Thank you for referring the complaint of [redacted] to our office for review. We appreciate [redacted] bringing this matter to our attention. The Complaint states that: [redacted] called to cancel TV service and go with internet by itself, once the order... was placed it only increased the speed of the internet and promotions were lost and he was still being charged for TV service. Frontier has investigated the above statements and offers the following response: Frontier went over the billing and made all corrections needed to fix the account and applied all credit owed on the account to the customer.Frontier called [redacted] and explained the billing and gave him a direct contact to the company. 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he is an existing Frontier customer, but would like Frontier to offer him new customer pricingFrontier has investigated the above statements and offers the following response: Frontier made several attempts to reach Mr [redacted] ***; however, we have been unsuccessful in speaking with himFrontier emailed a ‘Please Contact Frontier’ letter to Mr [redacted] *** 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 attention The Complaint states that: Mr [redacted] advised he requested to upgrade his existing service and Frontier installed a new service at a different location in his nameFrontier has investigated the above statements and offers the following response: Frontier has removed the second account at the wrong address and all charges have been creditedFrontier attempted to reach Mr [redacted] to advise of the above but was unsuccessfulFrontier left a message for Mr [redacted] that included direct contact 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

Yes, I was told days and that's when I recevied the notice to turn for collection, then yesterday another invoice

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.Their response is not accurate I did call them once I found out that the service I had been paying for (for years!!) was never activated by them I did not accept their response which is why I complained to the Revdex.com I have continued getting a bill/statement from Frontier stating that I have a credit to my account But other than that, I have not been contacted since I terminated my business with them.I still think they should have more responsibility than they are accepting and I should receive better credit than months Again, why would I request a service and then not have it activated? It is just unbelievable!! [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***