Frontier Communications Corp.

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

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

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

Frontier has investigated the above statements and offers the following response: Frontier advises that available internet speeds depends on the distance from Frontier’s closest facilitiesMr [redacted] ’s location is over 14,feet from the nearest Frontier facilityDue to the distance, the fastest internet speed that Frontier can provide is Mbps.As stated in Frontier’s terms and conditions, actual internet speed may vary, and any speed advertised is not a guaranteeFrontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteedService subject to availability.” As a result Mr [redacted] is subscribing to the service speed for up to Mbps and receives up to MbpsMr [redacted] pays the lowest price point for the internet only service at $Frontier has no plans scheduled for upgrades to Mr [redacted] ’s area this year 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 advises that a trouble ticket ( [redacted] ) was placed on October 3, 2016 and scheduled for October 9, 2016 and moved to October 14, 2016.Frontier advises that the trouble ticket ( [redacted] ) was completed October 13, 2016. Frontier advises that a $25.00 billing adjustment was applied on Mr.... ***’ account on November 4, 2016 for the missed commitment Mr. [redacted] experienced with trouble ticket ( [redacted] ).Frontier advises that $11.36 billing adjustment was applied on Mr. ***’ account on November 4, 2016 for the phone outage Mr. [redacted] experienced for 11 days in regards to trouble ticket ( [redacted] ).Frontier advises that $7.32 billing adjustment was applied on Mr. ***’ account on November 4, 2016 for the internet outage Mr. [redacted] experienced for 11 days in regards to trouble ticket ( [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. 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 [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.

The Complaint states that: Mr. [redacted] states he has requested a refund of his overpayment for the last 5 months. Frontier has investigated the above statements and offers the following response: Frontier states that a representative attempted to contact Mr. [redacted] on... October 18 and 19, with no response.Frontier also states that correspondence was sent to customer to contact below Frontier representative.Frontier also states that as of October 19, 2016 adjustments totaling $296.08 have been posted to Mr. [redacted] ’s account, as a credit towards future billings.

Tell us why here... Frontier Communications Thank you for referring the complaint of [redacted] to our office for review.... We appreciate her bringing this matter to our attention. The Complaint states that: Mrs. [redacted] decided to sign up for Frontier FiOS internet and cable TV and was given an installation date 1 week out. On 9/19 she received a call from Frontier asking her to verify the address she wanted service per Frontier had an address in Texas to install her service. Mrs. [redacted] was assisted by a helpful representative who had to reschedule her order for 9/27 which she states is unacceptable. Frontier had no issue with removing $205 from her account in a timely manner and should have no problem installing her service sooner Frontier has investigated the above statements and offers the following response: Mrs. [redacted] cancelled the installation order at the door and the deposit of $205 was returned to her credit card on 10/8/2016. Frontier apologizes that the wrong information was input on the original install order which caused the delay in getting the service installed. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience [redacted] has experienced as a result of the above matter. Frontier Specialist: Sandra M. Department: Customer Relations

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

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

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 was on vacation when the original communication on this was sent and did miss calls from Frontier representative Carla G [redacted] because the caller ID came through as 'Unknown" I since have left messages for Carla without a return call The response from Frontier to the Revdex.com indicates that on 8/15, a credit of was made to the account with no balance due Today, I received a collection letter from Frontier Communications dated 8/indicating I have a seriously past due balance of Please see attached.This doesn't appear to be resolved and until I have a statement from Frontier with a zero balance, I will not consider this resolved as I do not trust their business practices based on my original complaint and now this issue Thank you for your continued assistance! 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: Mr [redacted] advises he was promised $a month for service and a $Amazon Gift CardMr [redacted] [redacted] advises when he received his first bill he was charged $ Mr [redacted] advises he wants to cancel his service and does not want to be charged any Early Termination feeFrontier has investigated the above statements and offers the following response: Frontier advises the charge before set top boxes and tax for the double bundle and router rental would have been $The first bill also consists of prorated charges and activation feesThe Gift Card promotions are honored when the service first bill is paid on time and given after daysThis account closed before days.Frontier advises, Mr [redacted] his been issued some credits against his accountThe amount due October 26, has been reduced to $The final hasn’t printed yet, but it will also prorate the charges according to the disconnect date of 10/19/2016.Frontier was unable to speak to Mr [redacted] concerning this matterHowever, Frontier has left messages, and sent an Email with the name of an Agent and direct contact informationWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] experienced as a result of the above matter Sincerely, Victoria D [redacted] Frontier Communications

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 did receive a call from Ms [redacted] while I was on vacationShe explained to me what she saw in the notesI told her that I couldn't talk as I was on vacationAs I explained to Ms [redacted] that the real problem is that my phone was shut off without my authorization and what they were trying to offer me my phone bill would be higher than what I am paying right nowI got different info from everyone I spoke withAs a matter of fact I was told I had the 50/internet already, but after speaking with Ms [redacted] I still didn't have itIt was supposed to start the day I spoke with Jackie & Whitney on July 10th.Moving forward to 08/I called Ms [redacted] and left a messageI wanted to find out what my August charges are as I haven't received a August statementI called the Frontier communications manage your account lineWhen I put in my didget number it prompted me if I wanted to pay for disconnect notice or pay to have my phone reconnectedUnfortunately, it said due to hurricane Harvey they are experiencing high call volume so I couldn't ask questionsIt just told me I had a -$Ballance and if I wanted to pay my billAt this point I do not wish to have my land line connectedI just want Frontier communications to do right by the consumer's like myselfI don't trust what what they tell meI don't know what the next step will be, but I do know that Frontier communications should be investigated for bad practiceLastly, I still don't know how much I am paying as I haven't received a statement! Thank you so much for assisting me with this matterBest, ***

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] states that Frontier needs to remove derogatory remarks from his credit report Frontier has investigated the above statements and offers the following response: Frontier determined under account number [redacted] an adjustment was applied in the amount of $for incorrect billingWhen discontinuing Frontier service policy states, it can take approximately days for the account to cycle out of the billing systemThis allows any charges/credits to be applied to the account such as long distance calls, Pay Per View, etc.At this time the balance is $109.37, once Mr [redacted] receives his final statement it will display prorated credits dating back to November 08, Frontier will continue to monitor the account to ensure all prorated credits are applied to account [redacted] 5.Frontier determined that Mr***’s initial request to disconnect account [redacted] on May 24, However, Mr [redacted] decided to keep servicesWhich resulted in account [redacted] being created for himFrontier has cleared the balance of $bringing the account [redacted] to a zero balance.Frontier will also remove the derogatory remarks from Mr [redacted] credit report.A Frontier consultant has been in direct contact with Mr [redacted] and advised to allow up to days for all three credit agencies to reflect the updated information We regret any inconvenience that Mr [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 Consumer left voicemail indicating that her billing is not corrected yetPlease listen to attached voicemail Regards, [redacted]

Mr [redacted] advises that he was billed for a full month of service even though he wanted to end his service earlier Frontier advises that Mr [redacted] had pre-paid for his services and was eligible to continue receiving service through the end of his billing cycle Frontier spoke with Mr [redacted] and confirmed the above information Frontier records show that a previous agent advised Mr [redacted] that he would adjust the account from September 25, – November 15, The adjustment was initially denied We resubmitted the request and as a courtesy, Mr [redacted] account has been adjusted in the amount of $ Mr [redacted] ’ final balance is $of which should be paid as soon as possible Ms [redacted] should contact the undersigned at his earliest convenience to discuss further We trust that this information will assist the Commission in closing this complaint Sincerely, Shabrenia W [redacted] ###-###-####, Ext [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] advises he was not aware of an Early Termination Fee (ETF)Mr [redacted] explained that he may move and would not want an ETFFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on January 19, and explained the Frontier move policyMr [redacted] was advised that if he moves, his current Frontier service to his new homeHe would not be responsible for an early termination feeFrontier explained current promotion and has set a follow up to ensure bill accuracyWe 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 reviewed the call associated with the order for service and finds that there was not an offer for the no mention of the Amazon membership or the Gift card by the agent.Frontier does apologize for any miscommunication or inconvenience caused

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Customer is upset that she has not been credited for her early termination fee since Frontier cannot provide the service.Customer has spoken with multiple representatives and received different answers concerning her credit Frontier has investigated the above statements and offers the following response:The early termination fee has been requested to be approved, at this time and is under reviewDue to the length it has taken, I have contacted our collections department, and they have upheld this account from going to collections, while being investigatedFrontier has reached out to Ms [redacted] , with our contact information and will continue to work with her directly until resolved.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 Specialist: James N [redacted] Department: Customer Relations