Frontier Communications Corp.

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: When Mr [redacted] first signed up with Frontier, he was promised that his package would include a free [redacted] subscription, but when the service was installed he found that was not included after allMr [redacted] has reached out to Frontier on multiple occasions to resolve this, however he is being told that nothing can be done Frontier has investigated the above statements and offers the following response: · Frontier has reached out to Mr [redacted] and advised that while we do provide a [redacted] channel with our TV service for viewing convenience, a [redacted] subscription must be purchased by the customer in order to use/have access to it· [redacted] is a separate company from Frontier, Frontier is unable to offer promotional subscriptions to [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

Frontier is committed to employing a 100% U.S.-based workforce In connection with our completion of the purchase of Verizon’s wireline telephone, broadband, and video businesses in California, Texas, and Florida, contractors used by Verizon and located outside of the U.Sare temporarily handling a small volume of customer service calls while we complete the training of our own, expanded U.S.-based customer care workforceThe use of the off-shored contractors is planned to end as soon as operationally feasible but no later than the end of the year Frontier will bring back more than 1,jobs to the United States that were previously off-shored.There will be a small gap of Video on Demand products available immediately after conversion for our converted customersContent is being loaded in order by the most popularly viewed tittles to the less popular older titles, which will be loaded lastCurrently, 200-titles are added per day.Frontier advises that it is dedicated to service qualityCurrently, Frontier is working on updating all App functionality, including Web based viewing servicesSince many factors could impact the transfer of data and construction of functionality, we cannot provide an estimated time that all functions will be at complete capacity.Frontier has closed a transaction to acquire Verizon Wireline services in California, Texas, and FloridaAs part of the purchase, Frontier sustaining all Verizon contracts including pricing.Customer’s pricing will remain the same through the consumer’s terms listed on their Verizon statementsThe appearance of the statement will be more detailed and itemized labeling may be listed differently.Frontier has reviewed Ms [redacted] ’s billing specificallyAll pricing has remained the sameMs [redacted] did see a cent increase from her last Verizon statement to the new Frontier statementThis can be explained by the change in the USF recovery surcharge, which is now 17.9%Ms [redacted] can read a detailed notification regarding this change on her April 1, statement

The Complaint states that: Ms [redacted] advises that she has ongoing slow speeds of internetMs [redacted] advises that she is seeking credit between her current internet service price, and the current new customer offer of $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 Ms [redacted] ’s account and has determined that Mrs [redacted] resides in an area where high Internet usage during peak periods could be affecting Internet service speedsFrontier 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 timeFrontier advises that an order was placed to change Ms [redacted] ’s phone and internet package to more economical plan that will better match the availability of internet connection in Ms [redacted] ’s areaFrontier advises that a $one-time courtesy adjustment has been placed on Ms [redacted] ’s account

Frontier has investigated the above statements and offers the following response: Frontier has reviewed the complaint and confirmed that Mr [redacted] had an account and payments were debited from his account on a monthly basis in the amount of $for months Frontier representative explained to customer the partnership between Frontier Secure and [redacted] Frontier will credit Mr [redacted] ’s banking account in the amount of $ The credit should post to his account within to business days.I have provided Mr [redacted] my contact information We regret any inconvenience that [redacted] may have experienced as a result of the above matter

As was stated in our first response, Frontier Communications Fraud Department emailed [redacted] a fraud packet per her request The Fraud Department emailed the fraud packet to email address: [email protected] [redacted] has the email address for Frontier Communications Fraud Department as she has received their email and in turn has emailed them Ms [redacted] needs to continue working with our Fraud Department – this is the group that can work with her to ensure that she fully understands the entirety of documents and processes that must be adhered to in order for Frontier Communications to investigate her disputeThe phone number for the Fraud Department is ###-###-#### and is included under the Fraud Packet Instructions should the customer have any questionsThe customer is to return the Fraud Packet to: Frontier – Fraud Department, [redacted] Sandy is not in the Fraud Department and is unable to assist with a Fraud issue We trust this information will assist you in closing this case.Frontier Communications

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr*** bringing this matter to our attentionThe Complaint states that:Mr [redacted] is disputing the early termination fee that was billed to Frontier when he canceled his services Frontier has investigated the above statements and offers the following response:Frontier investigated Mr***’s account and advises that Mr [redacted] agreed to a year commitment which provided him monthly discounts on his Frontier business account Frontier advises that Mr [redacted] is responsible for the early termination fees.Frontier spoke with Mr [redacted] on March 22, to review this information with him 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 [redacted] bringing this matter to our attention The Complaint states that: [redacted] states she has been billed for service on an account that she disconnected the same day of installation due to the service not capable of achieving her needs Frontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account it has reversed the charges on the account, and the account has a zero balanceFrontier 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

Thank you for referring the rebuttal of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Rebuttal states that: Mr [redacted] advises that Frontier has not made an acceptable offer on lowering his bill Mr [redacted] advises that Frontier has not credited him for previous repair issues that he has hadFrontier has investigated the above statements and offers the following response: Frontier advises that the lowest monthly rate available without completely changing the TV or internet package is $plus taxes and surcharges This offer had been presented to Mr [redacted] on February 28, but has not been acceptedFrontier advises that previous repair tickets indicate that the customer had problems with his TV service’s video on demand feature, but the only documented service outages date back to when his account had been suspended on various occasions.Frontier attempted to contact Mr [redacted] on March 8, 2018, March 9, 2018, and March 13, 2018, but no response has been received 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 [redacted] bringing this matter to our attention The Complaint states that: Mrs [redacted] indicates that her internet was down in April and MayMrs [redacted] is upset that Frontier no longer carries The BYU channelMrs [redacted] advises that her bill is higher than it usually is Frontier has investigated the above statements and offers the following response: Frontier found that Ms***’s internet was back up as of 5/30/16.Frontier found that due to program changes and television contracts the BYU channel is no longer available.Frontier found that in May a year promo expiredThis caused the bill to go up $35.00A Frontier Communications Representative gave Ms [redacted] contact information if she has further questions or concerns.Ms [redacted] is satisfied with the resolutions givenWe 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] would like Frontier Internet service but has been advised that Frontier Internet is not available Frontier has investigated the above statements and offers the following response: Frontier advises that Internet is not available at Ms*** [redacted] ’s location at this time

Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: Frontier advises the customer’s internet monthly recurring charges was $(plus taxes and surcharges) due to the customer being enrolled into a bundleThe stand-alone internet rate is $(plus taxes and surcharges)Frontier has investigated Ms [redacted] account and has determined that Ms [redacted] resides in an area where high Internet usage during peak periods could be affecting Internet service speeds.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 maintains its initial responseOn March 1, I feft a message for Ms [redacted] and provided my contact number should she require further assistance regarding this issue We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that the customer may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

Tell us why hereThank you for referring the complaint of [redacted] Q [redacted] to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that: [redacted] states his job has a work from home program that requires him to have a good internet connection and he is only getting as fast as Mbps [redacted] states for the past five years he has been paying $for Mbps but only getting Mbps [redacted] ordered Mbps but the ordered never went through Frontier has investigated the above statements and offers the following response: Frontier spoke to [redacted] on December 8, and discussed currently the best he can get is as fast as Mbps and that no ports are available to provide him with Mbps Internet speeds are based upon many factors including network congestion, customer location, customer equipment and customer speeds may vary [redacted] understand this and will check in with Frontier from time to time to see if any upgrades are planned for his area [redacted] understand and closed complaint We trust that this information will assist you in closing this complaint We apologize for any inconvenience that he 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 Frontier's response of "Frontier has reached out to customer multiple times to schedule an appointment to resolve all issuesNo response from customer." is unacceptable.First, when a company sells a product that they do not have, it is fraud When that company realizes their mistake and takes steps to correct that mistake, they are not being "courteous"; they are correcting their error The arrogance in that statement boggles the mind Compensation was for not providing the service when promissed at the agreed upon rate and taking valuable time away from the customer to correct their error The $that Frontier states that is a reduction in the upgraded service is as well The higher speeds were never provided during the time it took to correct the speed issue resulting in a $discount and not a $as stated Second, if Frontier had put forth even the slightest effort to research the contact that had been made between their technicians and the customer, they would know that the communication was sufficient However, they made no such effort based upon their "No response from customer" comment, and, as such, demonstrate a culture of arrogant ignorance As such, to close this issue I am asking that Frontier apply an additional $credit for months or a $one time credit to move forward that discount reflects the $price reduction that they offer for the service that we have been receiving during this ordeal At that point we can proceed with the sthat is in place at the reduced price.Regards, [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 WILL NOT accept the response from FrontierTheir service was horrible! I called and complained six different times and NEVER had a technician show up at my door! I paid my bill for service every month, on time! I will NEVER pay this bill! It is obvious the Frontier Don't care about customer service! These days when there are so many other choices, I will NEVER use Frontier again!Frontier's Revdex.com grade, and the amount of complaints that have NEVER been resolved says it ALL!At this point, I really don't care what Frontier has to say, it's like their service, it MEANS NOTHING!!!!!! Regards, [redacted] ***

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] advises that her Frontier services were suspended on November 28, 2016, but that she had a notice from Frontier advising she had until December 8, to make her payment to avoid a suspensionMs [redacted] advised that her statement showed she was past due $and that is how much her notice due for December 8, was forMs [redacted] advised she contacted Frontier and was told she was suspended for a notice sent to her that was due by November 8, 2016.Ms [redacted] advises she is being treated unfairly and would like to have her reconnection fee waivedFrontier has investigated the above statements and offers the following response: Frontier contacted Ms [redacted] on December 1, and explained that we did mail a notice on October 24, for $to be paid by November 8, to avoid suspension.Frontier did not suspended Ms [redacted] after the full payment was not made by November 8, 2016, we did not suspended her until November 28, 2016.Frontier advised Ms [redacted] that she made a partial payment of $on November 12, 2016, but that she was suspended for the remaining balance of $Frontier explained to Ms [redacted] that her new notice due for December combined her past due of $from her previous notice due November 8, and her past due charges of $that were due November 16, Frontier agreed to credit Mr [redacted] for her $reconnection fee due to the misunderstanding.Frontier has provided Ms [redacted] a direct point of contact should he have any further questions or concerns 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 Frontier did finally after two months come to my house and replace their equipment to resolve their service issuesHowever, I do not agree with their assertion that there were no records showing I reported the issues to themI spent numerous hours over several weeks on phone calls and chat sessions with Frontier, one of which I even posted to their Twitter accountThey make it sound as if we never called them to request repairs which is untrue and they should remove that statement from their letter if they want me to accept its contents Regards, [redacted]

Thank you for referring the complaint of [redacted] to our office for review We appreciate your bringing this matter to our attention.A review of the account determined the customer’s service was to be installed on June 22, On June 24, a technician was dispatched and determined the customer was not plugged into the right terminal port preventing light from getting to the ONTA terminal reassignment was performedThe ONT and FiOS Quantum Gateway router were activatedWe confirmed Internet connection on the customer’s smartphone and desktop computer.Accordingly, a $ credit was applied to the customer’s account for the missed commitment Additionally the $activation fee was waived These credits appeared on the customer’s August 1, billing statementThere will be no additional credit as it relates to the issue outlined in the complaint Frontier does not issue credit based on a customer’s individual experience; loss of business or inconvenience This allows the practice of issuing credits to be fair and uniform for all customers.We sincerely apologize for any inconvenience the above matter may have caused.Sincerely,Amara H.Frontier Customer Relations Specialist/GM Specialist

The Complaint states that: Ms [redacted] is disputing Frontier bill of $ Frontier has investigated the above statements and offers the following response: Frontier researched Ms [redacted] ’s account and determined a credit of $was issued on the account Frontier spoke with Ms [redacted] to advise of the above and apologized for any inconvenience she has experienced as a result of the above

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 when he signed up for service, he wanted the FiOS internet 30/and the TV Extreme package with high definition (HD) boxesMr [redacted] states he was quoted a price of $per month for the service along with free installation and activationMr [redacted] states he was charged for Quantum TV boxes with an added DVR and personal security plus without his knowledge or consent Frontier has investigated the above statements and offers the following response: Frontier records indicate Mr [redacted] signed up for the FiOS internet 30/and the TV Extreme package which was $and HD boxes at $per month plus taxes and feesFrontier records indicate Mr [redacted] was provided with Frontier’s Quantum TV boxes which do have an installation and activation charge of $and $respectively After reviewing the call, Mr [redacted] was quoted free installation and activation for the service, therefore, the charges for the installation and activation fee was adjusted in the amount of $159.98.Frontier records indicate Mr [redacted] had spoken with an agent who removed the DVR and the personal security plus from the account and an adjustment had been applied to the account for those products and servicesFrontier has reviewed the interaction with the agent and Mr [redacted] and the appropriate feedback has been provided to the agent 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 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] advises he had cancelled his landline services with Verizon and went to another providerMr [redacted] reports he has been receiving billing from Frontier, but he never had Frontier for servicesMr [redacted] has tried to resolve but nothing has been this far and he received a letter stating he was being turned over to a Collections agencyFrontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Mr [redacted] and advises the charges were for a service order charge from Verizon back in January of 2016.After further investigation, the representative did not see any service orders or repair tickets rendering a charge to Mr***.Mr [redacted] has received a total credit of $bringing his account to a zero balance 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: Gabriela C*** Department: Consumer Relations Telephone Number: ###-###-#### Ext Fax Number: ###-###-####