Frontier Communications Corp.

Thank you for referring the rebuttal of [redacted] to our office for review. We appreciate Ms. [redacted] bringing this matter to our attention. The Rebuttal states that: Ms. [redacted] advises that her Verizon bills from 2015 through 2016 did not have an upgrade charge until Frontier acquired Verizon. Ms. [redacted] advises that Frontier only credited her for 3 months of the upgrade charges. Frontier has investigated the above statements and offers the following response: Frontier advises that there have been 3 TV upgrade charges on Ms. [redacted] ’s bill going back to September 2015, prior to the conversion from Verizon. Frontier advises that the TV upgrade charges on the previous Verizon bills were referred to as “bundle change” charges and are valid. Frontier advises that the customer’s bills have been consistent going back to 2015, in the range of $329.00 to $341.00.Frontier advised Ms. [redacted] of the above statements via email on April 17, 2018, and she acknowledged her understanding of the information provided. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. [redacted] may have experienced as a result of the above matter.

Thank you for referring the complaint of Ms. [redacted] G. [redacted] to our office for review. We appreciate her bringing this matter to our attention. The Complaint states that Ms. [redacted] believes she was overcharged $135.17 on her Frontier bill dated July 07, 2016. Frontier has... investigated the above statements and offers the following response: Frontier informed Ms. [redacted] this charge is for the time she had Dish Network stilled billed on her Frontier account. This charge also includes a pay per view event ordered on June 04, 2016, which was 6 days before she cancelled her Dish Network account. Ms. [redacted] knows to contact Mark H [redacted] at ###-###-####. 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 I did receive a call from Forntier and they said they would give me a refund but I have not received it yet! Feb, 28, 2017, About a week after the call Regards, [redacted]

Frontier apologizes for any inconvenience caused by this concern and advises that the cable has been taken care ofWe trust this information will assist you in closing this complaintShould the customer have any additional concerns please refer her to Frontier CommunicationsThank you

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. Looks like Frontier can't even read their records correctly. This wasn't the complaint about having 2 acct , it was another example of their messed up system. First they sent letter to BBB that declaring they are giving me $282 credit, so I called in but then they said another department denied the credit that their own company gave. So I had another battle with them. Last 2 weeks starting again on Jan 4th w/Nathan from Frontier and after that I have spent substantial number of days for multi attempts to reach someone knowledgeable ( usually phone gets disconnected after a and hr hold) and finally was able to find a responsive representatives and spend some more days waiting and they called me back. Finally they gave me "reduced" sentence! penalty and to close the account satisfactory so they wont mess w/my credit and I paid it right then and there $626.52 on 1/25/2017 with my credit card. confirmation number # 0100511 but somehow their system takes 2 cycle to show the account zero. So, I like to be alert until I get statement from Frontier showing my balance zero. Company's level of greed, rip off system is all are negative and I hope I'll never ever deal w/them again however most agents that I talked to were very polite , professional , nice customer care people. Regards, [redacted]

Ms [redacted] did provide frontier proof she had moved and purchased a home in Texas after March 1st as well as a letter from the landlord that owned the property she had moved from [redacted] , and that Ms [redacted] Sister [redacted] had moved into the location on March 1st frontier further investigated and determined that the services were being used even after the sale between Verizon and Frontier April 1st until Frontier temporarily disconnected them for non payment on August 10th Ms [redacted] has been and still is the responsible party for this account

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Him bringing this matter to our attentionThe Complaint states that: Customers billing is 20$ higher than what is previously was before frontier took over his accountCustomer would like to cancel services without paying an early termination fee Frontier has investigated the above statements and offers the following response: Frontier has agreed to credit the difference in billingFrontier has agree to waive customer early termination fee 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 find that this resolution is satisfactory to me, PROVIDED the business actually follows throughI was told (when I complained in January directly to business) that the order had been posted and that it was all "taken care of"Hopefully this time it actually happens to avoid any future litigation Regards, [redacted]

Frontier has investigated the complaint and offers the following response: Frontier understands that some customers experienced issues viewing the previously available Video on Demand (VOD) content during the transition from Verizon to Frontier VOD content is now available, and Frontier is continuing to add more titles each day, including those movies and TV shows previously purchased by customers Frontier apologizes for any inconvenience this may have caused.Frontier is working with Mr [redacted] on these issues, plus some others.Frontier has issued a $courtesy credit for the problems

Thank you for referring the rebuttal of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Rebuttal states that: Ms [redacted] advises that after having cancelled service, she should not have been billed $for a discount that she did not ask for Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was incorrectly charged back $for a previous discount, due to a system glitchFrontier advises that the $has been credited to the customer’s account, and her balance with Frontier is now at zero.Frontier spoke with Ms [redacted] on October 13, 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

On 093016 Recapped, that we discussed your past 60 day balance of $249.92 which is due by October 6th with the Bill Matrix at###-###-####; please be advised there is a $3.50 fee for that service &youll need your 17 digit Frontier account number. Your remaining pastdue balance of $313.04 is due... by October 12th to avoid interruptions.Your current charges of $345.49 is due by October 21st. The next billgenerates on October 27th. Per payment extension guidelines, if thepayment is not made the scheduled date of October 6th, OR if the paymentis failed, services will be eligible for interruptions the next day. Ifthe extension is not met on the agreed date, future extensions may notbe eligible on this account. Please be advised payment extensions do notstop late fees from occurring on the account. I have added you to theStop Call List, however you may receive one more call within the daywhich you may disregard. I appreciate your time & patience. ON 10/03-16 Latonya pd 100.00 conf#7401294, PYX [redacted] $576.14

Frontier has issued credit to Ms [redacted] account leaving a zero balanceFrontier has made several attempts to reach Ms [redacted] , unfortunately, our attempts have been unsuccessfulFrontier sent Ms [redacted] a letter to contact Frontier if she has any further questions or concerns

Frontier CommunicationsThank 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] set up services in late December 2016.He states that the package price would be before taxes.His request was to port his existing number from [redacted] (***)This was not done rather he was assigned a temporary number causing him to have to keep his [redacted] services active with his Frontier services until his number was ported to Frontier Communications.The increased charges on the first bill were both prorated charges, because Frontier Communications bills in advance and one time charges.Frontier has investigated the above statements and offers the following response:Mr [redacted] disconnected his services on January 11, 2017.He has been credited, $zeroing out the entire balance.Frontier acknowledges that an incorrect order type was originally placed for a basic residential account rather than his requested port in order.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: Anita D [redacted] Department: Executive Consumer Relations

Thank you for referring the complaint of Melissa [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: · Ms [redacted] states internet was installed on 10/15/with the promise of free installation and a monthly charge of $ · Ms [redacted] states her first bill was $and she contacted Frontier on 11/4/ who advised they would take care of the mistake · Ms [redacted] states $was removed from her bank account on 11/24/and she was advised Frontier would refund the difference in 7-days Frontier has investigated the above statements and offers the following response: · Account review shows that Ms [redacted] had standalone internet installed on 10/15/ which is $per month and the promotion at the time service was established offered a free installation for the internet · Account review shows that the initial billing statement was higher than because of pro-rated charges from 10/15-10/due to Frontier’s month ahead billing policy and Ms [redacted] was billed the $installation fee in error · On 11/4/an adjustment was made in the amount of $for the installation fee however the full balance was auto deducted on 11/24/because the auto pay takes the billed amount and does not account for adjustments until the next billing statement cycles · Frontier has processed a request to refund the full $back to MsBower’s bank account which she will receive in 3-business days from 12/9/Frontier apologizes for the delay that Ms [redacted] has experienced receiving those funds and in addition to the reversal has provided full credit towards her monthly service for her 12/1/billing statement as well as a $credit forward for her 1/1/ billing statement 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 Customer Relations

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention The Complaint states that: Mr [redacted] advises he attempted to get resolve a promotional offer that was extended to himFrontier has investigated the above statements and offers the following response: Frontier has spoken with Mr [redacted] to address his concerns and continues to work directly with him towards an amicable resolution.Frontier has provided a direct contact should he have additional concernsWe 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 CommunicationsThank you for referring the complaint of Derek [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] is upset and feels that Frontier did not release his number to TWC and feels that they are holding it hostage Frontier has investigated the above statements and offers the following response:Frontier investigated and found that TWC requested to port Mr**’s telephone number from Frontier to TWC on January 4, however TWC cancelled the port request on January 10, Therefore the telephone number was never ported and remained with FrontierFrontier’s policy is when a port is requested from another carrier, their account is automatically cancelled in our system, to stop the billing, therefore all services were cancelled on January 4, On February 7, I spoke with Mr**, and advised him that our porting department reinstated the number and it is now active with Time Warner, and advised Mr [redacted] to contact them to complete the process.Mr[redacted] appreciated me calling and assisting him.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

Hi,Called Ms [redacted] on CBR of [redacted] @ 8:45pm CST to follow up with her issues regarding the VOD MsCasserly advd me that at this time she no longer has FiOS TV and switched to Direct TV Ms [redacted] also stated that she still has Frontier HSI but was concerned with the speed advd Ms [redacted] that her speed should be back to by the end of the weekMs [redacted] was ok with that explained to Ms [redacted] the process of the conversion and she was ok with that as well asked if there was anything else I could assist withMs [redacted] stated no not at this timeMs [redacted] has the direct number for the representative she was working with in our Executive Technical Support should she have any other issues.Thank youSerena J [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 on 4/28/I filed a complaint agents Frontier Communications Frontier contacted me and we agreed that they would remove all back charges and passed due charges from my account from when my contract ended and I was not notified and they raised my rateThis has not happened.I have called the customer Specialist numerous time and left messages and She dose not return my calls Remove all back charges and pass due charges 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] with [redacted] , advises the church changed providers and Frontier billed them an early termination feeShe did not agree to renew the contract in February Frontier has investigated the above statements and offers the following response: Frontier advises the [redacted] ’s term agreement has been on auto- renewal since The billing statements prior to February included a notice that clearly states that the account will automatically renew on 2/3/for an additional one-year period and if you wish to cancel your out-renewal, please call Frontier at least days prior to your renewal dateSince the customer terminated service on March 27, the early termination fee is a valid charge.Frontier was unsuccessful in our attempts to contact Ms [redacted] Frontier sent an email to Ms [redacted] on April 24, advising of the above statement and sent a copy of their last invoice showing they were under auto-renewalAs a courtesy Frontier has issued a $credit reducing the remaining balance due to $ 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] D [redacted] to our office for reviewWe appreciate him bringing this matter to our attention.The Complaint states that:Mr [redacted] reports Frontier owes him a credit refund check of $and he refuses to wait days for it.Frontier has investigated the above statements and offers the following response:Frontier investigated Mr***’s account and determined that he can be refunded to his Visa $in to business days.Frontier provided Mr [redacted] his confirmation number and a direct line with extnumber for further questions or concerns.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] D [redacted] has experienced as a result of the above matter