Frontier Communications Corp.

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 was billed more per month for his service than he agreed onMr [redacted] advises that Frontier billed him for equipment he has already returned Frontier has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] had a promotional discount from December 23, to December 22, Frontier advises that Mr [redacted] ’s promotion expired on the December 22, date and this caused Mr [redacted] ’s billing to increaseFrontier advises that no further adjustments will be applied for previous billing as its been determined that Mr [redacted] ’s billing issues were corrected when the issues occurredUpon investigation, Frontier advises on each billing statement the following notice is provided: Upon termination of service, you must return equipment owned by Frontier.Frontier advises that failure to return Frontier equipment or returning equipment in a damaged condition (subject only to reasonable wear and tear) will result in the imposition of an equipment fee that may be substantial.Frontier has confirmed that Mr [redacted] has returned the equipment to FrontierFrontier advises that a full adjustment was issued on the account to cover equipment charges and it will post to the account in to billing cyclesFrontier has a scheduled follow up on May 2, to confirm the adjustment has applied properlyFrontier spoke to Mr [redacted] on April 10, and advised him of the above informationFrontier advises as of April 29, the balance of $has been adjusted for the equipment charges and Mr [redacted] no longer has a balance with Frontier 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

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] is requesting that Frontier remove a credit inquiry from her credit fileFrontier has investigated the above statements and offers the following response: Frontier advises that confirmation of identity and credit worthiness is required to establish a Frontier accountThis is an integral part of our ordering processFrontier advises that placing an order for service is not a guarantee that service can be providedFrontier communicated the above information to Ms [redacted] via email per her requestWe 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 review. We appreciate Ms. [redacted] bringing... this matter to our attention. The Complaint states that: Ms. [redacted] states that she has experienced issues with her Internet service through Frontier.Ms. [redacted] advises that she is not being billed correctly for the services that she has with Frontier. Frontier has investigated the above statements and offers the following response: Frontier investigated Ms. Martie’s account and advises that a repair was completed on October 18, 2016. Frontier spoke with Ms. [redacted] on December 5, 2016 and reviewed her account. Ms. [redacted] confirmed that her services are functioning properly. Frontier also reviewed the monthly statements and balance with Ms. Martie.Frontier verified with Ms. [redacted] that out of service adjustments were issued for previous issues that she had experienced with her Internet services.Frontier also issued an additional adjustment in the amount of $40.99 for one full month of Internet service due to the inconveniences that she has experienced.Ms. [redacted] is satisfied. 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.

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 Hello, I left a message for [redacted] at Revdex.com because I would like to keep this open, if at all possible, until I receive the final bill indicating the zero balance owedI just don't want to have any future problems and I didn't see any other way to request that or ask the question I also attaching proof of equipment delivery (if acceptable)Tracking number [redacted] .Thank you, [redacted] ***

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that her rate was not honored when Frontier took over from VerizonMs [redacted] states she called and was offered a discount to retain her business however the discount has now been removed and it has not been on for the monthsMs [redacted] wants the discount honored until the end of the months that she was offered Frontier has investigated the above statements and offers the following response: Frontier review the account and we show that a two save offers were added and Frontier can only offer one save offer per accountFrontier periodically audits its bills to ensure accuracyDuring this process we identified an ineligible promotion that was applied to the account in errorA notice was added to the September statement to advise on page Frontier was able to change the current discount which is $that will expire in March, to a $save offerWe 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 her bringing this matter to our attention The Complaint states that: Ms [redacted] had an order to transfer Internet service in November and Frontier did not call the correct number and therefore service was not transferredMs [redacted] would like credit for December Services since they did not have Internet for that time Frontier has investigated the above statements and offers the following response: A Frontier Representative spoke with Mrs [redacted] on February 3, and placed an order to disconnect services and placed an effective date of January 24, 2017.Frontier also issued a one month credit to Mrs [redacted] for services billed in DecemberWe 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

A Frontier Representative has successfully contacted Ms [redacted] , [redacted] ’s wife.Ms [redacted] was able to provide the correct account number showing a balance of $The other account that was submitted on the complaint was bundled with this accountIn January 2016, it was disconnected in error by Verizon who advised would backdate to give credits on the account and then placed the account on Vacation mode.Ms [redacted] ’s account was permanently disconnected on 05/28/2016.Ms [redacted] received a total credit amount of $leaving a credit balance of $Ms [redacted] will receive this in the form of a refund check within 7-business days

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 However, Frontier Communications Corp should offering an additional account credit equal to the refund amount to make up for the considerable amount of time that I've spent in trying to recover my funds Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that although our internet has finaly been repaired, I do not agree with the freeze statement due to flooding in all counties(Just another excuse) We have snow on the ground there is not any flooding reported in or around us I do accept the credit as we feel this is the least Frontier could do for us since it took excactly month to have the internet restored Frontier failed between Feb - 26th, if their crew would have investigated the problem, and ordered the part necessary, this issue would not have escaluted to the point of me reporting to the Revdex.com Regards, [redacted]

Frontier CommunicationsComplaint Number: Company Code: Click here to enter text.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: Ms [redacted] states that she was advised that Frontier services was not available in her areaMs [redacted] would like Frontier to honor the Amazon Prime gift cardFrontier has investigated the above statements and offers the following response:Frontier advises that Internet is not available at Ms [redacted] ’s location at this timeFrontier promotional offers are based on customer having Frontier services.Ms [redacted] does not have Frontier services and does not qualify for the Amazon PrimeFrontier representative have made several attempts to reach the customer however was unsuccessfulWe 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: ###-###-####

Thank you for referring the complaint of Rodney [redacted] to our office for review, we appreciate you brining this matter to our attentionAccording to the complaint, Mr [redacted] is disputing his monthly billing rateFrontier investigated the concerns and found background billing issues with the accountFrontier spoke with Mr [redacted] and confirmed the account is disconnected as of March Frontier applied credit for billing concerns and provided a direct contact should he have additional concernsFrontier apologizes for any inconvenience Mr [redacted] experienced as a result of the above matterWe trust this information will assist you in closing this complaintSandra P[redacted] Frontier Communications

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 belowThe response by Frontier is unsatisfactoryI returned the voicemail left by a Frontier representative named LeahI left her a voicemail with my contact information and she did not return my callI have continued to reach to Frontier to try and resolve the issues -- which are far more concerning than the measly ones outlined in their replyI am more concerned with the extremely unprofessional manner business is conductedPlease direct FrontierCorp to re read the original complaint and contact me to resolveThey currently have different supervisors who have promised callbacks to my house and zero have followed throughWe are increasingly irate 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] states he was given a promotion of for 100/100, voice and TV serviceMr [redacted] states his bill came to $133.35, then he received another bill for Mr [redacted] wants his bill corrected and the $Amazon Gift card that he was promisedFrontier has investigated the above statements and offers the following response: Frontier reviewed the account and we show that the current bundle is at plus for the standard box and plus taxes and fees.Frontier advise that this promotion also has a $Amazon gift card.Frontier has a less expensive plan however it will not include a gift card.Frontier has added a $discount for months.Frontier bills days in advance and the first bill would be higher due to the billing in advance.Frontier called and left messages to review the 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

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: • MrsStates she was promised $off her bill every month for twelve months, and that she agreed to $for services Frontier has investigated the above statements and offers the following response: • Our records indicates on May 23, customer called our office inquiring about a cheaper planRepresentative reviewed account and offered a $promotional discount for months; however, customer declined at the time, and advised representative they will call back if they decide to add the $discount • On this same day, customer called back in to Frontier, spoke with a different representative, and was advised the $promotional discount is not something Frontier has to offer • As courtesy, we issued a credit for $for months totaling $toward the account • February 3, 2017, the account is finalized and is no longer in service We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs [redacted] has experienced because 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 attentionThe Complaint states that: When Ms [redacted] contacted Frontier she was told she would be signing up for high speed internet but when the technician came out to install, he was unable to get the service fully functioningMs [redacted] was in contact with Frontier for several days trying to reach resolution with no success, so she finally decided to cancelIn spite of having cancelled the service after just several days from install and the service not even working, Ms [redacted] received a full month’s bill from Frontier which included installation chargesShe was able to get the installation fee waived but Frontier as well as a phone connection fee representatives were telling her the remaining balance was validFrontier has investigated the above statements and offers the following response: Account review shows that Ms [redacted] ’s service was installed on 3/and then cancelled on 3/Installation and phone connection fees were the only fees removedFrontier records do show that Ms [redacted] attempted repair multiple times as none of the services were workingFrontier has agreed to waive Ms [redacted] ’s remaining balance, leaving here with a $amount dueShe has been advised via voicemail and emailWe 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 has reviewed Ms [redacted] ’s account and found on April 23, an order was placed adding a FiOS Upgrade Charge of $with notes indicting an upgrade from FiOS 25/to FiOS 50/Internet There were no promotions added on the order therefore the bill increased $ Frontier advises on May 27, Ms [redacted] called to dispute her bill stating she was told it would decrease however it has increased A retention representative offered to rebundle the service at a rate of $plus surcharges and taxes An order was placed to correct the account and credits totaling $were applied for the April and May bills Frontier advises on September 16th a credit of $was applied for the June through August bills due to missing promotional creditsFrontier advises on November 4, an order was placed to remove the Primary Local Carrier Freeze On November 6th a request was received to port out Ms [redacted] ’s telephone number effective November 8thFrontier has reviewed Ms [redacted] ’s bill statements and determined she would be due a credit of $due to missing promotional credits from April through November Credits totaling $have already been applied to the account therefore a remaining credit of $is due which has been applied to the account An additional credit of $has been applied to the account waiving late payment fees and reconnect fees due to the billing errorsFrontier advises that Ms [redacted] ’s account balance has been reduced from $to $Frontier advises that Ms [redacted] ’s monthly bill should have been $plus surcharges and taxes (approximately $25) for a total monthly bill of $ $x months = $ Ms [redacted] has made payments totaling $ $minus $= $ Frontier advises that no further credit is warrantedFrontier apologizes to Ms [redacted] for the inconvenience that this matter has caused

Frontier CommunicationsThank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention.The Rebuttal states that:Mr [redacted] advises that he received notice that after his July bill his account should be at a zero balance.The customer provided an email from Frontier Social Media referencing credit.Frontier has investigated the above statements and offers the following response:Frontier advises the customer has submitted a pending resolution with our Social Media Team, after July 1, 2017.Please be reminded that any additional, or manual credits will reflect on a future and Final Bill, within to daysWe 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: Bridget G [redacted] Department: Executive Relations

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 time Frontier has investigated Ms [redacted] ’ account and has determined that she resides in an area with a surplus of Internet users that could be affecting Internet service speeds Frontier continues to work toward a solution that will improve Ms [redacted] Internet service It is our expectation that Frontier will upgrade to a substantially larger bandwidth pipe in Ms [redacted] area in early Given that many factors could impact the timing of an upgrade, we cannot guarantee any specific date for project completion Frontier advises that Ms [redacted] disconnected both of her accounts on September 26, Frontier advises that there has been no trouble tickets reported on either account from the time that the service was established until the service was disconnected on September 26, No credit is warranted

Frontier Communications Thank you for referring the complaint of [redacted] to our office for review. We appreciate his bringing this matter to our attention. The Complaint states that: ... Mr. [redacted] has had services with Frontier in several states and over many years. Mr. [redacted] recently attempted to upgrade his internet services. He was advised the required port was not available. Mr. [redacted] found a local ISP who could provide the requested service. Mr. [redacted] was advised of a termination fee of $24 for having received a Gift Card. The next bill showed a termination fee of $400. Frontier has investigated the above statements and offers the following response: Frontier received a request to move Mr. [redacted] services to a new location in April of 2016. At that time the account was entered into a new agreement. Each bill contained a statement showing “As you agreed, your Frontier service includes a 1 or 2 year term commitment with automatic renewal at then applicable pricing and an early termination fee of up to $400 depending on your bundle of service.”In this instance Frontier has removed/credited the $400 Early Termination Fee that was charged to the account.The remaining balance on the account is $59.04. 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. Brian M [redacted] Executive Customer Relations Frontier Communications

Thank you for referring the rebuttal of [redacted] to our office for review. We appreciate her bringing this matter to our attention. The Rebuttal states that: Ms. [redacted] states she does not agree with Frontier’s final billing policy and request that Frontier change their policy. Frontier has investigated the above statements and offers the following response: Frontier stands by their decision and will not be changing their final billing process.Frontier determined that Ms. [redacted] disconnected service with Frontier on February 23, 2013 and is responsible for the charges on her February 2, 2018 invoice. Frontier advises that Ms. [redacted] was not billed for any new charges on her next invoice, dated March 2, 2018.A Frontier representative called Ms. [redacted] to advise. 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.