Frontier Communications Corp.

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] advises that she experienced slow speeds with her Internet service from FrontierMs [redacted] also advises that she requested to terminate her Frontier Internet services on September 30, 2017; however, the service was not disconnected and she continued to get billed for servicesMs [redacted] states that Frontier suggested that she order a extender; however, this did not resolve her issuesMs [redacted] is requesting credit for the extenderMs [redacted] states that she will pay $for the first statement; however, she has no intention of paying anything else Frontier has investigated the above statements and offers the following response: Frontier records show that Ms [redacted] had requested Mbps of service and was advised by the repair technician that Fiber Internet service which would provide 50Mbps of Internet speed is not available to her area at this timeFrontier records show that Ms [redacted] contacted Frontier and requested her services be disconnected on September 30, Frontier advises that an order was completed on November 6, to disconnect Ms [redacted] ’s servicesFrontier advises that an adjustment in the amount of $ have been applied to Ms [redacted] ’s account for the errors on the October statement as well as partial credits for the regulated services billed on the September statement.Frontier records show that the extender was returned on October 4, Frontier advises that an adjustment in the amount of $was applied to Ms [redacted] ’s account on February 13, for the returned equipmentFrontier advises that Ms [redacted] is responsible for her firs bill that was issued on August 25, that covers services from August 22, to September 24, Ms [redacted] is also responsible for charges of $on the September 25, statement that covers services up to the date of disconnect on September 30, as well as a late fee for not paying the August statementMs [redacted] is also responsible for a broadband processing fee of $that was billed on the November 25, statement for disconnecting the Internet serviceFrontier advises that the balance due on her Frontier account is $185.37.Frontier spoke Ms [redacted] on February 14, to review this information with herWe 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 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

Frontier Communications Customer Name: [redacted] Phone: ###-###-#### Thank you for referring the complaint of Mr& Mrs [redacted] to our office for reviewWe appreciate the Revdex.com bringing this matter to our attentionThe Complaint states that: The [redacted] ’s stated they had been without phone service for a month and had made repeated calls to Frontier repair but with no resultsFrontier has investigated the above statements and offers the following response: Frontiers investigation finds several trouble tickets entered reporting static and no dial toneFrontier technicians had tested outside the home and found no problems outside It was then determined that the problem must be on the inside wiringAn appointment was set to meet the customer at that location on Saturday 2/13/16, for access inside the home Prior to that visit however, the customer called and disconnected the entire phone serviceWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr& Mrs [redacted] has experienced as a result of the above matterFrontier Specialist: Rita F [redacted] Department: Customer Relations Telephone Number: ###-###-#### EXT Fax Number: ###-###-####

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 you bringing this matter to our attentionMr [redacted] advises she has experienced billing and service concerns with FrontierFrontier reviewed the account and foundMs [redacted] removed phone from her accountThis order completed to remove the service on 12/17/The removal of this service caused a promotion to be removed in error on the January 4, billFrontier applied credit for the overagesFrontier records indicate Ms [redacted] has the rate of $plus taxes and surcharges for her service which includes the following: Fios Internet 50/$39.99, Fios TV Ultimate HD $93.99, Enhanced DVR service $and Fios TV equipment Set Top Box room at $Frontier attempted to reach Ms [redacted] to discuss the above concern but was unsuccessfulVoice mail messages were left with direct contact information should she have additional concerns We trust this information will assist you in closing this complaintWe apologize for any inconvenience she 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 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states the sales team lied to him when he purchased the plan, he called many time for a review of the account Everyone tells him they will call him back and they do not He was charged an early termination fee in error and at the least would like that waived as well as his credit not being blemishedFrontier has investigated the above statements and offers the following response: Frontier found Mr [redacted] had called many times to have this taken care of and everyone said they would issue a credit to the account, review calls and get back to him, they never did.Frontier issued the credit in the amount of $as a courtesy Frontier spoke with Mr [redacted] on April 9, and he 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 has investigated the complaint and offers the following response: Frontier reviewed the account Mr [redacted] is disputingFrontier issued a statement for Mr [redacted] ’s account since October 13, 2015, and received no disputes from himMr [redacted] ’s account was disconnected for non-payment on December 8, 2015.Frontier left messages for Mr [redacted] to contact for any questions

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 was billed for installation fees; however there was no install done.Mr [redacted] states that he was billed $for a broadband installation charge and $service charge.Mr [redacted] advises that the technician refused to move a phone jack to a new locationFrontier has investigated the above statements and offers the following response:Frontier advises that there was a full install completed on the broadband internet serviceFrontier advises that there was an error in the billing for the Broadband installation charge and the promotional discount was not applied to the install chargeFrontier advises that an adjustment in the amount of $was applied to Mr [redacted] account to correct this errorFrontier also advises that the service connection charge for the telephone is $ Frontier advises that standard installation fees cover activation of the services to any existing phone jacks in the homeIf additional jacks are needed, than an order needs to be placed for this and there are additional charges for the installation of new phone jacks.Frontier spoke with Mr [redacted] on January 25, and reviewed 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 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

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.

RevDex.com:Donna and I have been in constant contact and have resolved this matter satisfactorily outside of the BBB. I want to thank her for her time and efforts in this matter. Regards, [redacted] ***

Thank you for referring the complaint of Ms. [redacted] to our office for review. We appreciate this matter being brought to our attention. Frontier has investigated the above statements and offers the following response: Our records do not reflect any trouble reported history for the internet... service. Time out of service credit is not warranted. Frontier advises that the representative did not explain that the taxes, surcharges, and Non-Listing were in addition to the quote of $47.98. The itemized charges were $27.99 for phone and $19.99 for internet for a total of $47.98.Frontier advises there were 3 billing statements for this account from November 2017 through January 2018. The first bill dated November 15, 2017 total amount due was $129.16. This bill contained Non-Recurring charges totaling $55.99 including one month in advance. The December 15, 2017 billing statement contained a past due balance of $129.16 from the previous bill. The past due balance combined with the current charges of $20.76 brought the total amount due to $149.92.Credit in the amount of $60.74 posted to the January bill. The January 15, 2018 billing statement contained a past due balance of $149.92 from the previous bill. Once the above credit posted the remaining past due balance was $89.18.Payment in the amount of $149.92 was received and an additional credit of $20.25 was issued. The account currently has a credit balance of $80.99. Please allow up to 60days for receipt. On February 7, 2018 I relayed the resolution to Ms. [redacted] . During this contact, I advised Ms. [redacted] to contact me directly should she require further assistance regarding this matter. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. [redacted] may have experienced as a result of this matter. Sincerely, Stacey M. Frontier Executive Relations

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

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

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]

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] **

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

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 Frontier offered a lower rate and the bill is more now, he is disputing the monthly charges.Frontier has investigated the above statements and offers the following response:Frontier’s investigation found that there was a package change done to the account and the new monthly charges were misquoted Frontier will manually adjust the future bills to get the charges to the price quoted Frontier has applied a $credit to correct the missing promotions on December 15, Mr [redacted] has our contact information and is currently satisfied with our 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

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] states that he experienced issues with his telephone and Internet service from FrontierFrontier has investigated the above statements and offers the following response:Frontier records show a repair was completed on May 17, 2017.Frontier advised an adjustment in the amount of $has been applied to Mr***’s account for the loss of serviceFrontier spoke with Ms [redacted] on May 18, who confirmed the services are workingWe 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