Frontier Communications Corp.

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 Frontier had quoted him $per month for internet service but ended up getting billed $for that service on the following statement Mr [redacted] advises that he was also billed a $charge for having an unlisted phone number, even though he had already cancelled his home phone serviceMr [redacted] advises that Frontier needs to zero out his current balanceFrontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] had been overbilled for the internet service because of a promotional discount that had not been activated prior to the bill printing out Frontier advises that the $unlisted number charge was left on the customer’s account by mistake, and it has now been removed and the charge reversed.Frontier advises that Mr [redacted] ’s balance has been zeroed out and going forward, his monthly rate will be $plus taxes.Frontier spoke with Mr [redacted] on April 9, and advised him of the above information We trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [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 contacting me againFinally, yesterday after days we received a check from Frontier for the amount of the overpaymentI still feel this was an awful Amount of time to have to wait to close my Mother's estate, but I'm very glad that it is over and we are finished with themThank you so much for following up on my complaint.Sincerely, [redacted]

Frontier has investigated the above statements and offers the following response: As a courtesy, Frontier has waived the termination fee of $based on the following facts.This was part of an auto renew promotion since The customer no longer received a benefit from the promotion they were on, compared to the month to month rate of serviceThe customer was on a grandfathered package that Frontier no longer offeredThe customer had an excellent payment history.The customer was with Frontier since A Frontier consultant has been in direct contact with Mr [redacted] and advised of the above statements 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 Date Sent: 2/13/9:00:PMI do not want published that I am in agreement that I am happy with the service I am not happy with the service and never said I was, I explained I had to keep their service as at this time I didn't have other options Nothing was solved 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] states that she called in months ago to remove the television and phone serviceMs [redacted] states that she still has yet to receive a refund for the over charges for phone and television serviceMs [redacted] states that her bill is now $a month for Internet only Frontier has investigated the above statements and offers the following response: Frontier has found that Ms [redacted] did make contact with us to remove the phone and television on April 27, 2016Frontier has agreed that there was some billing discrepancy due to a employee error and will be removing the charges for the phone and television back dating until 4/27/In the amount of $267.33After reviewing the current billing statement customer is being charged $for her service of Internet service onlyMs [redacted] ’s monthly charges should be $plus any taxes and surchargesWill be giving Ms [redacted] the difference as to what the current bill should have been 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 matterTell us why here

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 he does not understand charges of FiOS Bundle Change on his billing from Frontier Frontier has investigated the above statements and offers the following response: Frontier advised Mr [redacted] that he had been being billed the FiOS Bundle Change charge since, at least, Frontier sent, via email, Mr [redacted] copies of his Verizon billing from and advised Mr [redacted] that the charge can be located on page of the Verizon billFrontier, also, advised Mr [redacted] that the charge is due to changes in pricing of the products/services that the consumer has had over the years and that these charges are validHowever, Frontier has removed these charges from Mr [redacted] ’s billing as a courtesy, which he was also advised of 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 [redacted] bringing this matter to our attention The Complaint states that: [redacted] states he was advised when establishing service with Frontier that there would be no installation of service charge Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records show that the Internet installation fee was validFrontier advises that [redacted] was charged the incorrect amount for the activation fee which Frontier adjusted the account correctly.Frontier advises it has spoken with [redacted] on August 21, and advised [redacted] the installation fee is validFrontier has issued a courtesy credit for [redacted] ’s inconvenience 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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This is my second formal complaint against FrontierI had a year contract with Verizon that Frontier took overThe contract expires in January A few months ago, my internet and TV service went down, after repeated calls and wait times, my service wasn't restored until more than weeks after requestedNow, I am moving now to a different location within mile radiusFrontier has informed me that the service will not be transferred until July, 14th (weeks)This is completely unacceptable as I work in IT and need internet servicePlease nullify my contract due to incompetence in providing timely service (In this case I will terminate my service with Frontier without having to pay any charges) or restore my internet service at new location by July 6th Regards, [redacted] ***

Frontier advises that a review of the November 3, call recording found that a consultant quoted $before tax for months which includes FiOS Internet 30/and the Ultimate TV package A review of the order written found that consultant inadvertently included an expired equipment promotion; therefore the customer’s bill was higher than quoted Frontier advises that the November 22nd bill included a $Broadband Installation Upgrade charge and did not include the equipment promotional credit A credit of $was applied to the account on November 24th Frontier has agreed to honor the $Equipment Promotional credit for months and has applied a credit of $on the account for the December 22nd bill A Frontier consultant has called and left messages with contact information for MrPerkins however as of January 12th he has not returned the calls

Thank you for referring the complaint of to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that Frontier bills for services he did not have by billing to end of billing cycle Frontier has reviewed the above statements and offers the following response: Frontier states that Mr [redacted] had a service that is exempt from the end of bill cycle policy.Frontier issued credits for the days that Mr [redacted] did not have service due to technical issues.Frontier states they set up a follow up to review Mr***’s January statement.Mr [redacted] has direct contact information for the future 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 attentionThe Complaint states that: Mr [redacted] requested to disconnect the FIOS TV service on April 15th 2016, billing invoice showed that the disconnection did not occur until April 21st Mr [redacted] was advised to pay $by a customer service representative, which caused a bill to print with a past due balance and a late payment fee to apply for $Issue Frontier has investigated the above statements and offers the following response: Mr [redacted] had requested the disconnect April 15th a credit was applied to the account to offset the bill that printed for a credit amount of $Account review shows that the FIOS TV has been entirely cancelled per Mr [redacted] ’s request.Frontier has credited the late fee that applied to the account in the amount of $and has apologized for the information that was incorrect.A further credit of $has been applied to Mr [redacted] ’s account per a previous offer for that amount by a customer service representative

Frontier has investigated the above statements and offers the following response: Frontier has received the Lifeline recertification application and on January 16, 2018, Ms [redacted] ’s application was denied due to proof of eligibility An award letter from the state needed to accompany the copy of the [redacted] health card submitted.Frontier has reviewed Ms [redacted] ’s account and has issued a courtesy credit and late payment credits adjusting the current billing balance to $due by March 11, Frontier has advised Ms [redacted] that Ms [redacted] will receive a final bill since the account was disconnected during the middle of the billing cycle.The representative handling this complaint has provided her contact information and will monitor Ms [redacted] ’s account and review the final billing once it becomes available We regret any inconvenience that [redacted] may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier reviewed and determined that there were additional unwanted services and features on the second lineFrontier spoke with Ms[redacted] regarding the above who advised that these may be removed.Frontier advises that both the primary line and secondary line have will have mirrored service to correct the billingMs [redacted] presented no further 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] They did not inform me when the techs were supposed to come to check out the phone lines According to their policy, the customer has to be home, when the repair personnel are at the residence.There is no contract, a the time of the dispute, and hadn't been for a couple of years Customer Service said they would send me emails regarding some of the issues, but they were never received, if they were sent at all.Will send more later Still finding old documentation to copy to send to the Illinois AG

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 been billed incorrectly for services he had with Frontier Communications Frontier has investigated the above statements and offers the following response: Frontier advised that it has spoken to Mr [redacted] on April 17, 2017.Frontier advises that Frontier has reviewed the account and the account has been billed in incorrectlyFrontier has made the appropriate adjustments to the account and a revised final bill will be generated We apologize for any inconvenience that [redacted] has experienced as a result of the above matter

Thank you for referring the complaint for [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states she contacted Frontier on 12/01/to cancel her internet serviceMs [redacted] states she received a bill statement of 01/04/and 02/04/in which Ms [redacted] did contacted Frontier Ms [redacted] states she was advised the billing would be corrected back to 12/01/Ms [redacted] would like the bill adjusted back to 12/01/when Ms [redacted] requested the services to be disconnectedFrontier has investigated the above statements and offers the following response: Frontier records show Ms [redacted] requested the internet to be disconnected on 12/01/ Due to the wrong order type being written the internet service was not disconnectedFrontier records do show the proper order was written on 01/04/but was not effective dated back for billing purposesFrontier has credited the balance on the account back to 12/01/ This brings the balance to $which will reflect on the 03/01/statementFrontier attempted to reach MsThomas, the voicemail box is not set up therefore Frontier was unable to leave a messageWe 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 Customer Relations

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from FrontierMr [redacted] explains that although he subscribes to Frontier’s up to Mbps service, he sometimes only receives speeds of Mbps Frontier has investigated the above statements and offers the following response: 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 Mr [redacted] ’s account and has determined that Mr [redacted] resides in an area with a surplus of Internet users that could be affecting Internet service speedsFrontier did test Mr [redacted] line and it would test at 2-MBPS at timesFrontier called Mr [redacted] today and left him a message with the above information and our contact information if he needed anything further 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] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] states that the Frontier website advertised FIOS available after inputting the addressHe was instructed to call Frontier to order service, he was then informed that FIOS was not available at his locationMr [redacted] would like his information purged from Frontier’s system Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on April 28, and advised that an email will be sent to the Marketing Team about this issue, and reassured Mr [redacted] that his information is not stored nor sharedMr [redacted] accepts the resolution to this matter 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] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: · Mr [redacted] states he contacted Frontier to set up new internet and television service and was quoted a rate of $plus tax per months· Mr [redacted] states he is not receiving the amount he was quoted· Mr [redacted] received a first bill in the amount of $· Mr [redacted] contacted Frontier and was advised Frontier would credit the install and activation fees that were not quoted to him· Mr [redacted] states he was advised to pay the full billed amount to avoid late fees· Mr [redacted] states he did not agree to a contract and his bill listed a contract term of yearsMr [redacted] states he was advised there was an early termination fee associated with cancellation · Mr [redacted] states he was transferred to repair multiple times in error Frontier has investigated the above statements and offers the following response: · Account review shows Mr [redacted] contacted Frontier on 8/1/and a review of the contact shows the Agent went over pricing for over different pricing options with different Internet, television and equipment optionsThe $price quote included 30/Internet, Frontier secure, Prime television package, room premium DVR service, HBO half off for months, and Starz & Encore free for months· Account review shows the initial order established on 8/1/was for 30/Internet, FiOS Ultimate HD which includes HBO in the package, Starz & Encore, and a room enhanced DVR packageAccount review shows the order was changed from the Ultimate HD television package to the Prime television package prior to install Frontier security in the amount of $with a $monthly credit was also added to the account and was part of the original quotes however it was not discussed individually Frontier has placed an order to remove the Frontier secure product effective 8/16/ The correct rate for the products currently on the account is $plus taxes and surcharges which includes 30/internet at $39.99, Quantum Premium room package for $19.99, FiOS enhanced DVR service at $20.00, FiOS TV Prime at $less $for months, Starz & Encore $less $for the months free and less an additional months free manual credit· Account review shows Mr [redacted] was billed a $Internet install fee in errorMr [redacted] was billed (2) charges for his DVR equipment install and activation and a $shipping and handling fee which were not discussed Account review shows that Mr [redacted] was missing the appropriate monthly promotional discounts for the television service in the amount of $and the months free Starz & Encore discount in the amount of $Additionally, the bill was higher due to the Frontier’s month ahead billing and partial charges from 8/16/16-8/31/Frontier has provided credits totaling $for the install fees billed and missing promotional discountsFrontier has added the appropriate promotional codes to Mr [redacted] account to correct the billing going forward· The term listed next to Mr [redacted] internet service is a year price protection plan, there is no associated early termination fee except a one-time $broadband disconnect processing chargeFrontier would waive this fee should Mr [redacted] decided to disconnect services· Mr [redacted] is not required to pay the disputed charges while the account is being investigated· Account review shows Mr [redacted] was transferred to FiOS repair on 8/19/when he stated he was unable to connect his TV to the internet or Netflix In this instance, an agent would have referred him to repairFrontier apologizes if there were additional instances where Mr [redacted] was transferred in error · Frontier has spoken with Ms [redacted] and discussed these issuesMrand Ms [redacted] have been provided a direct contact that will follow up to verify all billing is as discussed We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [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 him bringing this matter to our attention The Complaint states that: Mr [redacted] is receiving incorrect billing from Frontier Frontier has investigated the above statements and offers the following response: Frontier shows that Mr [redacted] disconnected his Frontier account on January 4, Frontier has tried multiple times to contact Mr [redacted] and have been unsuccessful Mr [redacted] will receive a statement dated January 22, reflecting credits owed and prorated credits back to time of disconnect 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