Frontier Communications Corp.

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate your bringing this matter to our attention Due to the complex nature of this complaint and billing that occurred prior to the transition to Frontier additional time is needed to further research payments vs billed charges An extension is requested through August 12, A final disposition will be submitted on or before this date Thank you in advance for your consideration Amara HFrontier Customer Relations Specialist/GM Specialist

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 had a personal account and a business account with Frontier Last week, I received the $refund for the business account that was not my complaint I actually closed my personal account prior to the business account and was told times over months by Frontier associates, to IGNORE THE BILLS, and they reassured me that it would not affect my credit and was not flagged to be sent to a credit agency, but it was Now, Frontier will not discuss it with me or withdraw the bill, "because it is in collections" I called the collection agency and they agreed with my grievance so sent it back to Frontier to resolve Frontier sent it back to collections and I received a letter of notification yesterday.I believe they were looking at the wrong account and possibly noting the wrong account when I called and asked about the bills, but I don't know as I cannot search their records or track the separate employees I spoke with I also believe that they did not shut off my account the day I requested it due to Hurricane Irma and the preparations utilities were making as it approached Florida.Again, I would have paid the bill in the beginning if they would have told me I owed the bill Now, I am angry and expect them to negate the bill and FIX MY CREDIT REPORT I have now spent hours each week of my time running a small business, on calls, emails, and replies for a $bill that I had no problem paying If I do not get resolution this week I will file a lawsuit for my time Frontier's terrible customer service is why I changed companies to begin with! Regards, [redacted]

The Complaint states that: • Ms [redacted] states her services were never completely installed so she was promised a credit which failed to happenFrontier has investigated the above statements and offers the following response: • Frontier advises services were installed August 18, • Frontier advises Ms [redacted] contacted Frontier August 19, to set up online account and again September 24, to set up Frontier TV applicationThere were no reports of services not working from Ms [redacted] • Frontier advises the credit for $ was not approved as there were no reported issuesThe balance on the account is valid thru the date of disconnect• Frontier spoke with Ms [redacted] on November 20, and reviewed the above

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is less than satisfactory to meThere needs to be an explanation regarding complete lack of communication from both our business representative and his superiorsI have reached out numerous times over the past three months via voice mail messages and emailsThe complete avoidance and lack of communication on multiple levels of the organization needs to be addressed 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 after she cancelled her Frontier internet service, she was charged for unreturned equipment, even though she had been told by Frontier on two separate occasions that the equipment did not need to be returned Ms [redacted] advises that she needs to have Frontier reverse the charges for the unreturned equipment and send her a refund for the $that she had overpaid on her last bill Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] has been credited for the unreturned equipment charges Frontier also advises that the customer will receive the $refund in to billing cyclesFrontier spoke with Ms [redacted] on September 7, 2017, and advised her of the above statements 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. Regards, [redacted] I also was told when I first talked to their representative that my bill would be $101.00 plus fees and taxes. I wanted a lesser bill because my mother (who passed away) was helping with the original bill. I was told the bill would be considerably less that is the only reason I changed from the original agreement I had with Verizon. I had their best package with about 450 channels and the cost was $150.97 per month. I now get half of those channels and an being charged as much or more. I would not have changed if the bill was not going to be considerably less. It would not make sense to have half the channels for the same price. Every time I called to speak with someone the price changed and went up. Their own people give different answers to the same question and do not seem to know what they are doing? I never would have changed if I knew this when I first called in. Their employees incompetence caused all the problems! They need to fix this and then I will be satisfied!

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] indicates that he has disconnected service and that Frontier will only provide a refund via a Citibank Visa CardMr [redacted] would prefer a refund via check Frontier has investigated the above statements and offers the following response: Frontier issues refunds for disconnected residential accounts via a prepaid Visa card managed by CitibankPlease contact Citibank directly at ###-###-#### for a replacement, or if you have questions about using the Citibank card.Frontier spoke with Mr [redacted] on April 5, and discuss how this card can be deposited in his bank account thru Citibank’s website 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 12548179, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I filed complaint with the Revdex.com on 12/11/regarding Frontier Communications offering me a price for internet, phone, and cable television services which they could not honorI spoke to a Frontier representative on 12/12/and they advised me that my remaining balance was $once I cancelled my services on 1/1/Additionally, this final amount is documented on the response from Frontier and can be viewed in the Revdex.com complaint historyMy credit card was auto-billed $on 12/24/and my services were cancelled on 1/1/This should've resulted in a credit of $However, 1/2/I received a bill for $63.16, which is not what is documented or agreed uponThis type of bait-and-switch tactic is common in Frontier, where it's common to hear, "I'm sorry what the previous person told you was incorrectThere's nothing I can do." There's no accountability even when documentation exists.Needless to say, I refuse to pay the $and am seeking a refund of $for the amount I overpaid in my December billI specifically asked if there were any additional termination fees and was told there was none Regards, [redacted]

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] ’s service issues did not require a technician to access her homeThe concern was being internally diagnosed and repaired.On April 27, 2016, Ms [redacted] decided to cancel service with Frontier, after finding another provider.Frontier has issued a service order to cancel the accountMs [redacted] credits for the cancelled service will reflect on her June 1, statement.A Frontier consultant has been in direct contact with the customerWe 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 reviewed the account of Ms [redacted] and finds that her 7/7/statement did bill for services from 7/7/through 8/6/in the amount of $53.41.Ms [redacted] then ported her service to another provider on 7/11/16.The final bill then generated on 8/7/in which did have a $early termination chargeThis charge together with the unpaid prior bill in the amount of $53.41, minus prorated credits, did leave a balance in the amount of $130.59.Frontier as a courtesy has issued an adjustment in the amount of $for the term fee that generatedThis leave a $credit balance on the account as Ms [redacted] did pay her balance in full.Frontier has expedited a request for a refund to be mailed.Ms [redacted] can expect to receive this refund within 14-business days by U.SMail.Frontier does apologize for any miscommunication or inconvenience caused

The Complaint states that: Customer states he is supposed to be getting Simply BB Ultra at $per month but is being told that rate is not available Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] subscribes to Simply BB Ultra at a rate of $per month before any taxes and surcharges.Frontier states a credit in the amount of $was placed on Mr [redacted] ’s account on March 16, to offset the higher than expected price pointFrontier has verified Mr [redacted] ’s March billing statement is reflecting correctly at $for his internet service.Frontier contacted Mr [redacted] on March 22, and advised him of the above 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

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 meThey have also provided me written acknowledgement and correction of the mistake on my request in the event that this case should find a way to reopen itself 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] advised Frontier his payments are missing for October, November and December Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] and advised we need additional proof of payment verification before we can proceed with the payment investigation 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 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: • [redacted] has repair issues and service is unreliable at bestHas to make 4-service calls per yearSometimes they go days without dial tone and does not like wasting time on the phone with Frontier and calling for a bill credit • Frontier’s internet speeds are slower than speeds advertised Frontier has investigated the above statements and offers the following response: • As stated in Frontier’s terms and conditions, actual internet speeds may vary, and any speed advertised is not a guarantee • Frontier received an email from [redacted] stating that his wife reported as well and Frontier acted quicklyA credit was applied to their account and they were given a promotionA technician also came out for a service callHe ran another dedicated line from the pole to the houseThe service in the last few months have been more reliable, it is not the advertised speed but he understands it is ‘up to’ and not always peekThe service right now is good and has consistently been good since his wife’s Revdex.com complaint was addressed • Our expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter Frontier Specialist: Angela C [redacted] Department: Consumer Relations

Thank you for referring the complaint of [redacted] to our office for review. We appreciate [redacted] bringing this matter to our attention. The Complaint states that: Mr. [redacted] advises he does not agree with Frontier’s 60 – 90 day refund process. Frontier has investigated the... above statements and offers the following response: Frontier advises refunds take 60 – 90 days to ensure there are no additional charges or credits owed by either parties. Frontier advises Mr. [redacted] ’s refund check was sent on October 13, 2016. Frontier has attempted to contact Mr. [redacted] on multiple occasions but has remained unsuccessful. 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.

Frontier Communications Thank you for referring the complaint of [redacted] to our office for review We appreciate his bringing this matter to our attentionThe Complaint states that: Mr [redacted] closed his account on August 3, Mr [redacted] was advised it would take days for Frontier to mail the outstanding refund credit balance of $Mr [redacted] asked why it would take so long to refund and was not provided an explanationMr [redacted] made multiple calls to Frontier and no one can assist himFrontier has investigated the above statements and offers the following response: Frontier was not able to determine the account status based on the information provided in Mr***’s complaintWe reached out via email, and were provided account number 415/181-Frontier bills one month in advanceBill statements are generated once each month on the customer’s bill dateMr***’s disconnect occurred after the August 4th bill generatedThe first billing statement following a disconnect shows credit adjustments for services previously billed after the disconnect date-this would have been the September 4th statementThe next bill cycle period is a waiting period to allow time for any billing updates which can include third-party invoicing Refunds are not processed during this period in the event of additional billing activity(Activity adds a bill cycle to this process.) After the next statement generates, if a refund is due, the account is placed on a list for manual processing which can take 14-days for the customer to receive their refund check or pre-paid credit card in the mailMr [redacted] has been advised via email that the refund has been generated and can take 8-days to be delivered.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 matterFrontier Specialist: Brian M [redacted] Department: 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 they disconnected their Frontier account but then wanted to port their number to another provider so she reactivated her account with Frontier· Ms [redacted] states there was a charge that she paid and that she received a final bill of · Ms [redacted] states she is now receiving a bill for and is receiving collection noticesMs [redacted] is disputing these charges Frontier has investigated the above statements and offers the following response: · Account review shows Ms***’s service was disconnected on 1/15/and she contacted Frontier on 1/28/stating she wanted to reconnect the service so she could port the number to another providerThe account was re-established on 2/1/and ported out on 2/8/ This created accounts with the same telephone number, but with separate account numbers and statementsThe old account disconnected on 1/15/has an account number ending in with a billing cycle of the 10th and the new account ported on 2/8/has an account number ending in [redacted] with a billing cycle of the 1st · The new account number ending in [redacted] that was re-established on 2/1/generated a standard minimum month billing and included installation fees A Frontier agent provided credit in the amount of that was intended for the new account; however this credit was applied to the old account disconnected on 1/15/ending in instead of the new account· Account review shows Ms [redacted] received a final billing statement on 2/10/for the old account ending in This statement reflected a past due balance owing of 290.56, prorated credits back to the date of disconnect on 1/15/16, the credit provided by Frontier, and the payment from Ms***This left a remaining balance owing of which was paid on 3/31/Previously, Frontier did not receive payment from Ms [redacted] for charges billed on her 12/10/statement for services on the old account from 12/10/15-1/9/ Without the credit that was intended for the new account but applied to the old account in error, the payment would not have been sufficient to cover charges still owing· A final billing statement generated on 3/1/for the new account number ending in [redacted] in the amount of which reflected the minimum month billing and installation fees Account review shows an additional adjustment was provided on the new account in the amount of on 6/8/leaving a remaining balance owing of Frontier has already waived the minimum monthly billing for Ms [redacted] and she received duplicate credit for the install fees billed on the new account The remaining balance of on account number ending in [redacted] is valid We 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 reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that:Mr [redacted] states that he has experienced issues with his telephone service from FrontierFrontier has investigated the above statements and offers the following response:Frontier records show that a repair was completed on January 31, Frontier issued an adjustment in the amount of $for the loss of serviceFrontier has made several attempts to contact Mr [redacted] regarding this issue but has been unsuccessful in speaking with him.Frontier has mailed Mr [redacted] a letter with direct contact information if he needs any additional assistance 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.Also - I have a total of chat logs that were sent to me that took place after my phone call to cancel - the transcript that is attached shows where the employee said after I paid the $I would have no more billing - it would be a zero bill or a creditTHE ONLY REASON WE PAID THE $BILL WAS WE RECEIVED A NOTICE THAT THEY WOULD DING MY CREDIT! So we figured lets pay it and then dispute it and here we are today Regards, [redacted]

Frontier has reviewed Ms***’s account and found that she subscribed to phone, internet and Dish service on July 11, with a $Amazon Gift Card offer With this offer the customer will receive a gift claim via email with the Amazon e-card code days after the installation date of their qualifying services and customer has paid their initial bill Frontier advises that a trouble ticket was submitted on November 22nd as the customer had not received the gift card The promotion was reactivated on the account; however, on January 5th a representative removed the promotion in error Contact was made with Ms [redacted] on January 16th to confirm the email address for the Amazon Gift e-card An order was placed to re-add the promotion and a request was submitted to expedite the e-card to the customer Ms [redacted] was advised that she would receiving the email with the e-card within to hours Follow up was made with Ms [redacted] on January 19th to confirm that she received the Amazon e-card A $courtesy credit was applied to the account due to the inconvenience