Frontier Communications Corp.

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: ###-###-####

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: ###-###-####

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

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] ***

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

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]

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: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] ***

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

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

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

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

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

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 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

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

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

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

Frontier has investigated the above statements and offers the following response: On May 18, 2016, Mr [redacted] was contacted and service was confirmed as working.Frontier advises that Mr [redacted] Ported to another provider on May 27, 2016.Mr [redacted] has received credits for his service outage 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

The Complaint states that: Ms [redacted] advises that after she requested cancellation of her service, she requested that Frontier port her phone number to another providerMs [redacted] advises that despite several attempts with Frontier Customer Service she has not been able to port her phone number outFrontier has investigated the above statements and offers the following response: Frontier apologizes for the delay in restarting Ms [redacted] ’s service for port out.Frontier advises that Ms [redacted] ’s phone number was made available to port out on July 20, 2017.Frontier spoke to Ms [redacted] on July 21, and confirmed that the port out order was placed by her new provider and complaint closure was agreed upon