Frontier Communications Corp.

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 Regards, [redacted]

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

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

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 when she called Frontier to set up new services, the agent who placed the order... advised that the installation fee of $75.00 is waived for their area. Ms. [redacted] states that when she received her first bill from Frontier, the $75.00 installation fee was charged in spite of what she had been told. She has called in to dispute this, but Frontier refuses to waive the fee. Frontier has investigated the above statements and offers the following response: Frontier confirms that Ms. [redacted] ’s first bill dated 2/1/2018 did include an installation fee of $75.00. Frontier was able to review the call between Ms. [redacted] and the agent who placed the order and confirmed that the $75.00 installation fee was quoted as waived. Frontier advises that while the $75.00 installation fee is valid, in this instance Frontier has agreed to credit the fee. Ms. [redacted] will see this reflected on her 4/1/2018 statement. 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 has investigated the above statements and offers the following response: Frontier advises that Mr [redacted] received $for a service outage on April 13, 2016.In addition, a $courtesy credit for the inconvenience was issued to Mr [redacted] ’s account on April 13, 2016.Per Tariff, in no event shall Frontier be liable in tort, contract, or otherwise for errors, omissions, interruptions, or delays to any person for personal injury, property damage, death, or economic lossesFrontier shall in no event exceed an amount equivalent to the proportionate charge to the customer for the period of service during which such mistake, omission, interruption, delay, error or defect occursFrontier will apply a credit based on the customer’s daily service rate.At this time, Frontier is continuing to load the Video on Demand LibrariesCurrently 38,titles have been ingested and 200-titles are added per daySince no monthly costed is assessed to this product and it is based solely on personal preference, Frontier does not find any additional credits are warrantedWe 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 matterFrontier Specialist: Jennifer V [redacted] Department: Consumer Relations

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

Frontier has investigated the above statements and offers the following response: Frontier advises that the $shipping and handling fee for the modem, however, because Mr [redacted] was not quoted any non-reoccurring charges Frontier has waived this one-time feeThis billing adjustment was placed on November 4, 2016.Frontier advises that there is no documentation advising that Mr [redacted] was quoted the activation fee and has applied a billing adjustment for the $fee on November 2016.Frontier advises that the October billing statement has been corrected to the amount of $after the billing adjustments were applied.Frontier advises that taxes are based upon state and tariffFrontier advises that all quotes are before applicable taxes and surchargesWe 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

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 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

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] advised she has been denied a credit for a router she returned to FrontierFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on January 12, 2017, and reviewed account.Frontier found Ms [redacted] returned her router on October 25, 2017, and has issued credit for $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

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

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] states she set up service with Frontier which required a $ deposit· Ms [redacted] states the technician went to her previous address in error and the installation was delayedMs [redacted] states no technician arrived to install service· Ms [redacted] states she had her mother call and cancel the installation and wants her $deposit returnedFrontier has investigated the above statements and offers the following response: · Account review shows Ms [redacted] set up an order for new service on 8/21/with an original due date of 8/27/and paid a deposit in the amount of $to Frontier· Account review shows a technician was dispatched on 8/27/but found the inside wire was not marked or terminated to the point of demarcation and he had no access to the terminal The technician was unable to complete the installation· Account review shows that the service order was completed in error which generated an initial bill for servicesFrontier has disconnected the account and issued credit to offset the charges on the 9/4/billing statement generated in errorFrontier will follow up on the 10/4/billing statement to verify there is a zero balance owing· Frontier processed the request to refund Ms [redacted] ’s deposit in the amount of $back to her credit card on 9/15/which can take business days to complete· Frontier has reached out to Ms [redacted] and provided her a direct contact regarding this issueWe 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 Executive Customer Relations

Tell us why hereThank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states that he has not had Internet service in over a weekHe has called Frontier Communications multiple times to get his issues resolved but has had no resolutionMr [redacted] wants is service issues resolved and wants compensation for the entire time that his service has been out Frontier has investigated the above statements and offers the following response: Frontier received a report from Mr [redacted] on December 7, that his Internet was not workingFrontier repaired the line on December 13, The customer’s line needed to be reprogrammed in the office after a power outageFrontier has issued a onetime credit of $for the time out of serviceFrontier spoke to Mr [redacted] on December 14, and he stated that the service was working to his satisfaction 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 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

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

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

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 A very friendly women from customer affairs called 2/16/and took care of the early termination fee and apologized for all of the back and forth I experienced while trying to get things cleared up Regards, [redacted]

Thank you for referring the complaint of [redacted] to our office for review We appreciate him bringing this matter to our attention.In the complaint Mr [redacted] expressed concern regarding billing issues he has experienced since the transition He has purchased movies/shows since starting with Verizon and new ones since Frontier’s acquisition He stated he has never had access to all purchased content, and is missing multiple titles He states he has been charged to repurchase movies and rent movies that he previously owned through purchase Mr [redacted] is seeking credit for all duplicate purchases and not to have to revisit this matter again in six months.We sincerely apologize for the difficulty Mr [redacted] has experienced since the transition occurredOur records indicate as of August 22, 2017, the technician was dispatched to the customer’s home The remarks stated he replaced the Optical Network Terminal (ONT), Power Supply Unit (PSU) and relocated the router upstairs All equipment was activated and the service is working.The matter regarding the video content was escalated to the Video team and remains under investigation As soon as all details and titles are identified, we will continue to work directly with Mr [redacted] through the completion of this matter.On August 23, 2017, Frontier attempted to reach MrWatkins but was unsuccessful.Should Mr [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT [redacted] Sincerely,Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS

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

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