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: Mr [redacted] states he cancelled his service on May 17, and continued to be billedMr [redacted] states he has called requesting a final bill and has not received any statementsMr [redacted] wants that account to reflect that he does now owl anything Frontier has investigated the above statements and offers the following response: Frontier review the account and we show that we received a request to cancel the service on July 20,2017.Frontier shows the last payment that we received which cleared was May 24,Frontier shows that the account still has a balance.Frontier called to review the case and have left messages 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

Tell us why here Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] , at ###-###-####, states that he had experienced an outage with his Frontier landline telephone service and would like the issue fixed as soon as possible Frontier has investigated the above statements and offers the following response: On May 26, Mr [redacted] ’s Frontier landline telephone outage was reported On May 27, a Frontier technician was out to Mr [redacted] ’s location and had installed a new “ont” and power supply, in which had resolved Mr [redacted] ’s outage I have spoken with Mr [redacted] today, June 7, and have confirmed with Mr [redacted] that his services are on and working properly Mr [redacted] is satisfied with the resolution 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

The Complaint states that: Ms [redacted] advises that she was quoted a rate of $+ taxes monthly for her home phone and internet service with FrontierWhen she received her bill she is being billed $Ms [redacted] advises that despite attempting to resolve this with Frontier’s customer service the issue remainsFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] ’s current rate of $a month for the Frontier home phone and Internet service is the lowest rate available for the selected productsFrontier advises that as a courtesy, Frontier issued a credit on Ms [redacted] ’s account in the amount of $50.94.Frontier spoke to Ms [redacted] on June 23, and advised of the above

Feels the $credit is low and would like to discuss further with FrontierFrontier has investigated the above statements and offers the following response: Frontier spoke with the customer Frontier has committed to following up with the customer once the first bill generates

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: [redacted] indicates that Frontier has not come out to install her new serviceFrontier has investigated the above statements and offers the following response: Frontier sent out a technician on October 30, and installed the serviceFrontier called and confirmed that the service is installed and working on October 30, at 3:pm ESTFrontier advised we will credit the first bill once it is billed to the customerWe 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

The Complaint states that: · Billing DisputeMs [redacted] states she was advised services at her new address would be $with taxes and fees include, with HBO free for months Frontier has investigated the above statements and offers the following response: · Frontier has placed an adjustment on Ms [redacted] account as a one-time courtesy· Frontier advises Ms [redacted] is now subscribed to Simply FiOs 50/50, FiOs TV Preferred with set top box and HBO for the monthly recurring price of $before taxes and applicable fee until 5/24/· Frontier has contacted Ms [redacted] , she was not happy with this offer· Frontier has provided direct contact information should Ms [redacted] require further assistance 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 Mrs [redacted] bringing this matter to our attention The Complaint states that: • Customer would like to be refunded for the amount they were over billed for their international charges • Customer would like to be refunded the early termination fee they were charged Frontier has investigated the above statements and offers the following response: • Frontier issued credits onto the customer’s account equal to $ • Frontier will be refunding this amount to the customer • Frontier’s refund policy is to issue a check days from the date of service disconnection or termination This time period is required to ensure all outstanding charges or credits are posted to the closed account Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced as a result of the above matter

Frontier has investigated the complaint and offers the following response: Frontier issued credits for Mr [redacted] ’s account on September 9, which appeared on his September billing statement

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 has had multiple issues with her billing and working service since she set up her service in September when she moved to a different apartment in the same buildingFrontier has investigated the above statements and offers the following response: Frontier investigated and found that a new install order was placed to set up service at her new apartment and completed on October 5, instead of transferring her service which caused her to end up with two accounts and billing address was incorrect which caused billing issues.Frontier advises that her service was temporary shut down and credits were applied to both of her accounts and service was back working on December 13, at her new apartment.Frontier attempted to reach Ms [redacted] to advise of the above but was unsuccessful and left a message that included direct contact informationWe 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] advises that he was billed incorrectly on his Frontier account Frontier has investigated the above statements and offers the following response: Research shows service order [redacted] completed November 3, installing service Records AAccount notes show on September 22, Mrs [redacted] was advised that the monthly fees were $excluding applicable taxes and surchargesA credit of $was issued for the price difference for quoted install chargeAccount notes show Mrs [redacted] was advised that the $did not include the DVR rental equipment A Frontier representative attempted unsuccessfully to reach Mr [redacted] A contact letter was sent on January 25, 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 Frontier Specialist: Amy B [redacted] Department: Consumer Relations

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] states he experienced service issues during the transition from Verizon to Frontier Mr [redacted] also states there is a billing error on his Frontier statementFrontier has investigated the above statements and offers the following response: Mr [redacted] experienced a temporary disruption in his service during the transition of Verizon’s network and services to FrontierA Frontier Customer Service Representative has contacted Mr [redacted] and confirmed that all services are properly functioning.Frontier has issued a credit in the amount of $to correct the billing error.Mr [redacted] has been notified of the above and is satisfiedWe 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 CommunicationsThank 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] disputing his rates and would like to downgrade to FIOS Data only Frontier has investigated the above statements and offers the following response:Frontier investigated and finds Mr [redacted] is enrolled in month commitment that is scheduled to expire on September 21, 2017.An Early Termination fee is billed when service is cancelled prior to the expiration of the contract term or services are changed.Frontier can downgrade Mr [redacted] however the above charges would apply to his account.Frontier records indicate no changes have been made to Mr [redacted] ’s services.A Frontier Representative spoke with Mr [redacted] however he did not have time to speak about his Frontier accountWe 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 Specialist: James N [redacted] Department: Customer Relations

Frontier CommunicationsThank you for referring the complaint of Mark [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] states his internet speed is very slow and not able to hand the Smart Home features such as temperature, security camera and streaming videos.Frontier has investigated the above statements and offers the following response:Frontier review the account and we show the fastest speeds available in the area is only 320k /192kFrontier advise Mr [redacted] is on the lowest pricing provided by Frontier for Simply Broadband MaxWe 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: Sandi S [redacted] Department: Customer Relations

Tell us why hereThank 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] from [redacted] indicates he placed an order to move his service in AprilThe move never got complete, however he did get billed for the services Frontier has investigated the above statements and offers the following response: Frontier reviewed the order that [redacted] placed back in April and determined the services did not connected properly Frontier has worked with Mr [redacted] and let him know after the bill prints that gives him the automatic credits for the days after it was disconnected, the bill will be creditedFrontier will reach out to Mr [redacted] and let him know this has been doneWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] from [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 her bringing this matter to our attention The Complaint states that: When Ms [redacted] signed up for Frontier services in September They were advised they were eligible for a $Amazon Gift CardThe girt card would be fulfilled after payments on the accountMs [redacted] has repeatedly requested information in regard to the gift card, but it has not been deliveredFrontier has investigated the above statements and offers the following response: When Ms [redacted] signed up, an order error by the agent writing the order excluded specific codes to fulfill the gift card promotionsThe gift card coding was added to the account and back dated to allow immediate fulfillment An email has been sent to the preferred email provided ( [redacted] ) with instructions for fulfilling the gift cardWe 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: Brian M [redacted] Department: Customer Relations

Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate his bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he was notified via bill message that Frontier will be charging to provide a paper copy in addition to an electronic copy of a bill in the future.Mr [redacted] was unable to pay at the online bill pay site, and was charged a late fee.Mr [redacted] ’s ‘on-demand’ TV is not always availableFrontier has investigated the above statements and offers the following response: Frontier uses approximately trees per month to produce paper bills, and Frontier wants to do its part in its commitment to be more earth-friendly As part of its commitment to go green and help make it easier for customers to manage their accounts, Frontier’s plan is to go paperless in the futureFrontier advises that bill message notification indicated there would be a paper bill fee going forward Frontier has delayed the start of the paper bill fee surcharge for customers who continue to receive a paper copy of their bill Frontier’s On-Line bill pays site offers the ability to make payments hours a dayAny interruption in access would have been temporary, providing an opportunity to make a payment at another time In this instance, Frontier has offered a one-time courtesy credit equal to the late payment fee assessed on the January 1, bill statementFrontier offers Video on Demand as a free feature of our FIOS TV serviceDuring the month of November there was an issue discovered in which customers were receiving an error message when trying to use Video On DemandThis was resolvedWe apologize for any inconvenience caused by the temporary interruption of the Video on DemandFrontier left voice mail and email with Mr [redacted] and advised him of the above information 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: Brian M [redacted] Department: Executive Customer Relations

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that: Ms [redacted] was offered Amazon Prime free for a year when she signed up for Frontier but never received the “key” to activate the Amazon Prime service Frontier has investigated the above statements and offers the following response: Frontier has added the Amazon Prime promotion to Ms [redacted] ’s account and provided her the activation “key”.A Frontier agent has contacted Ms [redacted] and confirmed she finds this resolution agreeable 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 Sincerely, Belinda D [redacted] Customer Relations Frontier Communications

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] has experienced poor phone service provided by FrontierMs [redacted] calls have been disconnected and is having interference on the lineMs [redacted] was advised service would be repaired on April 28, and it wasn’tFrontier has investigated the above statements and offers the following response: Frontier spoke with son Mr [redacted] on May 3, Frontier apologized for the delay in on the repair and was able to have a Technician repair the service on May 4, Frontier made several attempts to contact Mr [redacted] and left voicemails without a return responseFrontier spoke with Ms [redacted] on May 9, Ms [redacted] states the service is working and she is satisfiedFrontier applied a courtesy credit of $on Ms [redacted] accountMr [redacted] and Ms [redacted] have Amanda ***’s direct contact of [redacted] extension [redacted] if further assistance is neededWe 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 Ms [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] indicates her Frontier billing statements have not been correct for the past couple of months.Ms [redacted] states she was supposed to get a $Visa gift card, but only received a $Visa gift card from FrontierFrontier has investigated the above statements and offers the following response: Frontier reviewed Ms [redacted] ’s Frontier account and issued a credit ($192.12) to her account This credit included the Frontier installation charge ($149.99) for her Internet service plus the fee to replace the Frontier modem ($9.99) Frontier also issued a credit ($38.14) for the promotional credit Ms [redacted] was missing on her Frontier statement.Frontier added a monthly promotional credit ($47.00) to Ms [redacted] ’s Frontier account which will remain on her account for one year or months.Ms [redacted] has received the correct gift card for the Frontier services she ordered Frontier explained the different promotions offered to new customers, depending on which service plan they select to purchaseMs [redacted] qualified for the $Visa gift card for the Frontier package she choose.Frontier may offer promotions on pricing and services to eligible customers at various times Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotions If eligible, customers must agree to applicable terms and conditions for a promotion to apply Generally, promotions are not automatically applied to customer’s bills.Ms [redacted] has been notified of the above and is satisfied with the resolutionWe 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

Tell us why here... 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] states he saw an advertisement for a landline service with Frontier and when he called to place the... service order the price was higher than the advertisement stated. Frontier has investigated the above statements and offers the following response:Frontier investigated and the landline price is what we are advertising. We reached out to Mr. [redacted] April 18, 2016 and placed a new order for landline service. 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.