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] states she requested a new modem and that Frontier offered her an Internet upgrade from 15/to 30/which she accepted· Ms [redacted] states she was billed a $termination fee and a $upgrade feeMs [redacted] states these fees were not disclosed by the agent and she wants them credited· Ms [redacted] states that Frontier should be required to disclose all fees and charges when they are recommending services Frontier has investigated the above statements and offers the following response: · Account review shows Ms [redacted] ’s Internet service was upgraded from 15/to 30/on 8/25/· Account review shows Ms [redacted] was billed a termination fee for her old package in error and an upgrade fee of $that she was not advised ofFrontier has issued credit for the $termination fee and $upgrade fee · It is Frontier’s policy to disclose all fees and charges associated with any changes made to an account Frontier apologizes for any exclusion of information by the agent that Ms [redacted] spoke with· Account review also shows that Ms [redacted] ’s 30/Internet is billing at an incorrect rate of $instead of $Frontier has issued a $credit for the difference on the 9/10/billing statement and has corrected the billing going forward 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 [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

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

Thank you for referring the complaint of Mr [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 back in September a Supercedure order was initiated incorrectly removing the previous customer [redacted] from the account and adding [redacted] ***This error generated the October bill with a total amount due of $in the name of [redacted] instead of [redacted] The October 07, billing statement of $credited services rendered from September 02nd thru October 06th, 2016.Frontier advises that the account balance of $was deleted from Mr***’s credit reportPlease allow up to days for credit bureaus to update their records.Effective September 01, [redacted] took over the account The account was disconnected effective November 16, There were no payments received for this accountThe account balance of $is valid and sustainedOn August 03, I spoke with Mr [redacted] regarding his concernsDuring this contact, I explained to Mr [redacted] that the balance of $was valid and sustainedI explained to Mr [redacted] if he remits payment for this balance $that his credit report status would be updated to “Paid Collection” and not deletedOn August 11, I placed a follow up call to Mr [redacted] advised that only the account balance of $would be deletedThe customer is not satisfied We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

This former Frontier customer wants Frontier communications to reimburse the $withdrawn from our checking account for on 10/6/We did not have service from Frontier on the dates billed for on 10/6/which were for daye of service 9/13/16-10/12/Service with frontier by this customer was terminated on, or before, 9/29/Also, Jill at Frontier, telephone ####-###-####, on 10/17/confirmed "you do not have a contract" with FrontierThis customer wants reimbursement for partial month payment made in advance on bill date (date paid) 9/6/covering dates of service ahead of time for 8/13/16-9/12/As Jill from Frontier stated-"Frontier bills ahead", thus Jill's not committing to a date for reimbursement and stating this customer will have to wait for the partial month charges to sort out, is incorrectThe bills have already been paid and come out aheadThe customer is due a refund as stated above

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] is disputing an Early Termination fee Frontier has investigated the above statements and offers the following response: Frontier advises that the Early Termination fee is a valid chargeMr***’s account has been under a price protection plan and is getting discounts on both his phone and internet serviceFrontier spoke to Mr [redacted] on December 8, and advised of the above information 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 Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he experienced both service and billing issues during the transition from Verizon to Frontier Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on September 14, and she already arranged to have her service ported to another providerMr& Ms [redacted] will be receiving credit in the amount of $on their October statementThis adjustment covers May, June, July, August and September statements 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 review. We appreciate his bringing this... matter to our attention. The Complaint states that: Mr. [redacted] has been billed for a laptop that he never received. Mr. [redacted] states Frontier received the laptop back on June 4 2015. Mr. [redacted] has attempted to discuss this with Frontier but has not been able to get the information he requests. Frontier has investigated the above statements and offers the following response: Mr. [redacted] ’s account has been credited a total of $652.63 for the returned equipment and taxes as of 6/25/15. This credit will reflect on his bill statement dated 7/19/15. I have attempted to contact Mr. [redacted] to advise of this credit. A voice mail was left on the contact number provided. 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: Brian M [redacted] Department: Customer Relations

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate bringing you this matter to our attention.The Complaint states that: [redacted] advises she did not receive an Amazon promotional gift card.She states she has billing concerns.Frontier has investigated the above statements and offers the following response:Frontier spoke with [redacted] confirmed she has received her Amazon gift cardFrontier records indicate background billing issued caused promotional discounts to be removed from the accountFrontier spoke with [redacted] and advised we added the promotional and corrected the monthly MRC.Frontier spoke with [redacted] and advised the account was being reviewed to insure all applicable credits are applied to the accountWe trust that this information will assist you in closing this complaint We apologize for any inconvenience the customer has experienced as a result of the above matter.Frontier Specialist: Mark S [redacted] Department: Customer Relations

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 Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he experienced a complete internet outage for consecutive days, which turned out to be the fault of Frontier tech support deleting the configuration profile of the ONT/routerFrontier missed two appointments for a tech visit but did show up for the third appointmentMr [redacted] called the day the internet was fixed and received a $bill credit, but decided to call back and cancel his serviceWhen he called back he was promised several incentives to stayHowever he has not seen these reflected on his bill Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on September 8, and advised that the promised credits have been applied to his account and his internet speed has been upgraded to 150/Also a monthly discount in the amount of $for twelve months has been applied to his accountFrontier has placed an order to remove HBO and Cinemax from Mr [redacted] ’s account as he has requested 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

There isn't anything I want from them now I want their unethical practices and I competent customer service to go on record here in an attempt to ultimately encourage change in regard to their business practices Because of the area I live in and because of the way Internet and cable are run, I am forced to purchase services from this company I want my complaints added to the hundreds of complaints already out there in hopes that it encourages change

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] lost service with the transition from Verizon to FrontierThey had no ability to access cable channels for two months • [redacted] called Frontier to dispute the charges for both months and request a credit in the mount of $ • Frontier has denied the first request and the second request has been pending for two months • When asked for service to be cancelled and to send return boxes for the equipment, she received three more DVR boxes instead • When [redacted] called again, her service was not cancelled after receiving another statement Frontier has investigated the above statements and offers the following response: • Frontier has found that [redacted] called April 13, for issues with television and phone service • Frontier reviewed the account in regards to the pending request for $for time without phone and television servicesIt has been determined that the customer was in the area affected by the conversion from Verizon to Frontier • Frontier has found that [redacted] called Frontier on 4/13/Frontier shows the issue was resolved on 05/14/ • Frontier has issued the following creditsFor phone and television service $No Video on Demand, $Unable to use the DVR and the set top boxes, $79.98, no internet service $ • Frontier has confirmed the correct issue of return boxes and labels were sent on 11/19/ • 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 your bringing this matter to our attention.A review of the customer’s account determined the customer established service with a Triple Play on June 3, The bundle included a free router, free DVR, free HBO and free installation, and no early termination fee The promotional rate to be applied for the Triple Play was (50/Data, Basic TV, and FDV) $months 1-months 7-24, and $ months 25+ $When the account was upgraded to Fios TV Extreme the rate would have changed to $months 1-6, months 7-$and months 25+ $158.99.It was confirmed the customer was issued partial credit for the missing bundle discounts, but was due credit for the June, July and August respectively Additional credit in the amount of $was applied to the account on October 11, The account was disconnected on August 14, and now has a credit balance in the amount of $ The credit will be disbursed to the customer within 1-billing cycles by Wirecard prepaid services (###-###-####).We regret the trouble the customer experienced while attempting to resolve the billing concerns We trust this information will assist you in closing this complaint.Thank you, Amara H.Executive Customer Relations

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 them bringing this matter to our attentionThe Complaint states that: [redacted] advises that her Frontier bill is incorrect.Frontier has investigated the above statements and offers the following response: Research determined the High Speed Internet and Digital voice were scheduled for auto renew on 12/07/The notification was located under the "need to know" section of the billing As you agreed, your Frontier service includes a or year term commitment with automatic renewal at then applicable pricing and an early termination fee of up to $depending on your bundle of servicePlease call Frontier if you have questions about the applicable early termination fee or at least days prior to your renewal date above if you wish to cancel your auto-renewalAs noted on page of every bill, visit Frontier.com/terms, Frontier.com/tariffs or call Customer Service for other important service Terms, Conditions, and Policies.Records show Ms [redacted] was billed $for Dish ChargesMs [redacted] provided proof of direct payment for the Dish charges.A credit of $was applied on 06/26/This should reflect in one to two bill cyclesA Frontier representative spoke with Ms [redacted] who indicated satisfactioin with the resolutoinWe trust that this information will assist you in closing this complaintWe regret any inconvenience that [redacted] may may have experienced as a result of the above matter.Frontier Specialist: Amy B [redacted] Department: Consumer Relations Telephone Number: 811-320-xt 114-Fax Number: 972-399-

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] states that she called Frontier on June 28, to cancel her home phone effective July, 2016, but the phone ended up being cancelled on June 28, insteadShe states that Frontier continued to bill her for the phone service even after it was cancelled Frontier has investigated the above statements and offers the following response: Frontier called Ms [redacted] on December 6, to assist with her complaint but the telephone number provided was no longer in serviceFrontier mailed a letter with direct contact information if she still needs assistance 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 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

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] was advised she had to have phone to have InternetMs [redacted] want a refund back for years at $per month for phone Frontier has investigated the above statements and offers the following response: Frontier advises Ms [redacted] changed to just Internet service on January 20, 2017.Frontier has records of Ms[redacted] calling Frontier regarding trouble with Internet service and billing We do not show any record of request for removing the phone service.Frontier does show that Ms [redacted] used her phone service every month She had an unlimited long distance plan with call waiting and caller ID features Call records show the phone was used on a regular basisFrontier will not be issuing any further credits 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

Frontier has reviewed the account of Mr [redacted] and can advise that service was restored on May 13, 2016.Frontier has issued out of service adjustments and missed commitments adjustments totaling $59.49.Frontier contacted Mr [redacted] on May 24, and did advise that the ETF does stand at this time and out of service adjustments have been issued