Frontier Communications Corp.

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attentionThe Complaint states that:Ms [redacted] states that she is paying for Mbps Internet service and is only receiving Mbps Internet speed 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 network interferenceCustomer speeds may vary over time.Frontier advises that it is continually working to improve its network and its customer’s experience; however, Frontier has no specific plans for upgrades in Ms [redacted] ’s area at this time.Frontier advises that Ms [redacted] pays $per month for her Internet service, the lowest price availableFrontier has made several attempts to contact Ms [redacted] regarding this issue but has been unsuccessful in speaking with her.Frontier has mailed Ms [redacted] a letter with direct contact information if she needs any additional assistanceWe 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] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention. The Complaint states that: Customer states... was told by Verizon bill would be $175, but the bill was increasing by $10. Frontier has investigated the above statements and offers the following response: · Frontier investigated, the customer had a promotion of $10 ending on May 24th as noted on statements. The customer was provided $60 of new promotional credit by Verizon on March 9 for 2years. Customer called Frontier, threatened to cancel and was given an additional $15 credit for 12 months. The customer is satisfied and has been provided Frontier’s customer service information for future issues. 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 review. We appreciate [redacted] bringing this matter to our attention. The Complaint states: Customer states she... requested her account be disconnected on June 7 2016 but the account was not disconnected until August 1 2016. Customer also states she has had poor customer service on each call she placed to Frontier and has been hung up on multiple times. Also is requesting credits of the time out of service and the backdated cancellation date. Frontier has investigated the above statements and offers the following response: Frontier Communications employee stated to customer that she needed to call into Tech Support once she returned home to trouble shoot and place trouble ticket to have a technician come out to residence. Once the technician fixed any issues we could then credit account for time out of service. I reviewed this call and the customer disconnected call before stating she is terminating the account. Customer called in on August 15, 2016 to cancel services in which the Frontier employee backdated the cancelation to August 1, 2016. Frontier Communications has not applied any credits to this account in regards to the cancellation date due to after reviewing the call, the customer did not cancel the Frontier services on June 7, 2016. No credits were applied for time out of service as well because no trouble tickets were submitted for this account from April 1, 2016 thru August 15. 2016. 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.

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. Under the conditions that my balance with DISH is currently and will be in the future $0. We will not be billed for cancelling our contract or any other services Dish thinks they have provided. As of this message we had a $0 balance with Dish and have not had any service with them. Frontier states that this matter was all taken care of. All correspondence will be kept in files for future reference, if I have a problem. Regards, ***/ [redacted] ***

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: [redacted] states Frontier owes her a refund on two accounts and she has not received them. Frontier has... investigated the above statements and offers the following response: Frontier spoke to [redacted] on December 7, 2016 and she states she received one refund but had not received her refund for $40.45 on ###-###-####. Frontier informed [redacted] that her refund was processed on December 5, 2016 and it will be 10-14 days to receive. [redacted] is satisfied. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that she has experienced as a result of the above matter.

Frontier Communications Thank you for referring the complaint of Ken [redacted] to our office for review. We appreciate his bringing this matter to... our attention. The Complaint states that: Frontier has a policy that they do not issue refunds of over payments to customers for three billing cycles, or 90 days. Mr. [redacted] is owed money by Frontier and they will not refund in what is a timely manner due to a stringent and apparently unbreakable policy. Mr. [redacted] is owed a refund of $9.08 Frontier has investigated the above statements and offers the following response:Frontier bills one month in advance. Bill statements are generated once each month on the customer’s bill date. Mr. [redacted] ’s account disconnected on January 5, 2017, after the December 25, 2016 bill statement generated. The first billing statement following a disconnect shows credit adjustments for services previously billed. This would have been the January 25th, 2017 statement. The next bill cycle period is a waiting period to allow time for any billing updates which can include third-party invoicing. Third party invoicing can include items such as Collect Calls, or other items a customer has elected to have billed with their account. 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 14-21 days for the customer to receive their refund check or pre-paid credit card in the mail. In this instance, a refund has been generated as of February 1, 2017. 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] W [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.According to the complaint:Mr [redacted] is requesting the speed that is advertised in his area of 30/30, but he has been informed that he cannot receive those speeds Mr [redacted] indicates that this is advertising He also states he was advised Frontier router fee is $per month.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’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed.Service subject to availability.”As a result, Mr [redacted] qualifies for FIOS Internet which starts with speeds of up to 50/at $with a month term for new customersFrontier advises a router is needed for the Fios serviceMr [redacted] has several options for the router which include the purchase of a Frontier router, rental of a Frontier router at $per month or he is able to utilize his own personal router which has to compatible with Frontier FiosFrontier may offer promotions on pricing and services to eligible customers at various times.Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotions.If eligible, customers must agree to applicable terms and conditions for a promotion to apply.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] W [redacted] has experienced as a result of the above matter.Frontier Specialist: Sandra P [redacted] Department: Executive Customer RelationsTelephone Number: ###-###-#### Fax Number: ###-###-####

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 don't know why you closed my complaintFrontier contacted me and said that they have given me credit for my payments but they have not done thatThose credits were two other checks that I had written in addition to the initial payments that were never creditedPlease open this caseI tried calling Frontier Communication many times but they never return my call [redacted] ###-###-#### Regards, [redacted]

Frontier’s Local Manager has advised that the customer requested a self-install that did not go well Frontier attempted to get back over with a trouble ticket and several times could not gain access to get inside to correct issue Once Frontier did, we had an outage out of the Norton Central Office that affected him along with other customers due to an outage with the RadiusSince that time, the customer has had some connectivity issues due to the office having high traffic and software issues that will be corrected by Tier over the next month Frontier’s Local Manager did personally speak to Mr [redacted] and has had credit issued for two months of internet serviceFrontier has made several attempts to get into Mr [redacted] ’s apartment without success The Local Manager had at least trucks go over with no success each time, to investigate.The Local Manager will continue to attempt contact and assist with any service concerns

Frontier advises a trouble ticket was created on August 17, due to a frequent disconnect issue.Frontier states a Technician was dispatched on August 18, and found that squirrels had chewed through the cable pairThe Technician was able to repair this cable.Frontier also states a credit for $was added to Ms [redacted] ’s account on August 21, to cover one month of internet service due to service issues.Frontier advises after several attempts Frontier was unable to reach Mr [redacted]

Frontier advises that Mr [redacted] established service on March 8, and subscribed to the Simply Broadband Max service and Frontier Security service Frontier has reviewed the March 8, 2016call recording and verified that Mr [redacted] was quoted $for Broadband Max service and $for Frontier Secure Personal Security BundleThe consultant obtained Mr [redacted] ’s verbal agreement for these service before proceeding with the order Mr [redacted] agreed The consultant recapped the services, pricing above and advised of a one time charge of $for installation or activation plus tax Frontier advises that Mr [redacted] has made no payment on the account since the service was established on March 8, June 17, collections contacted Mr [redacted] in regards to the past due balance on his account He stated that he would pay $on June 19th; however no payment was received Collections called on July 19th, July 27th, July 28th and August 4th in regards to the past due balance on the account; however there was answer August 11th the service was suspended due to non-payment September 21st the service was permanently disconnected due to non-payment which was backdated to August 11th, the date the service was suspended The October 15th bill statement reflects prorated credits for services dated August 12th through October 14th The final balance due is $ Frontier has reviewed Mr [redacted] ’s bill statements and found that he did not receive the $discount on the Frontier Secure Personal Security Bundle Therefore a credit of $has been applied to the account for the missing discount The account balance has been reduced from $to $for services dated March 8, through August 11, Frontier has determined that no further credit is warranted, as Mr [redacted] agreed to a price of $for the Broadband service, $for Frontier Secure, a one-time charge of $plus taxes, as reflected in the call recording review above

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: Ms [redacted] stated that she ordered an upgrade to high speed internet and was told that someone would be out to install the service and no one showed upShe called customer service and was told that no one needed to come out and she would have the service by midnightAfter several more phone calls, she starts she was told a repair tech would be sent out in seven to ten daysShe stated she called another provider for service and then called Frontier to disconnectMs [redacted] stated she was billed for the internet when she did not have the service and then told to wait several bill cycles for the corrected billFrontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on November 15, and she advised the billing issue was resolvedAccount record shows she was issued credit for $and paid the remaining balanceWe 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 The original complaint was that I was being billed for FIOS TV services after I had requested them to discontinue FIOS TVThe most recent bill which was available online today, 9/12/they have given me substantial credit for previous months, probably more than was requiredUnfortunately, the bill still shows a monthly fee of "$6.66" for "FIOS TV Promo Adjustment." So, until this line item is explained or removed I do not consider this matter resolved Regards, [redacted] ***

Thank you for referring the complaint of [redacted] D [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that:Mr [redacted] states my business has lines on of which is a fax lineHe has a primary line say line which is used for long distant calls and under contract we are not supposed to get charged for ld from this lineSince Frontier took over we have been getting charged as if line is line and line in line Long distance and fax calls are being charged only because they did not transfer numbers correctlyLine or our primary line no long distance calls associated with it but all long distant calls are done on this line! Calls on line and (fax line) are being chargedThey shouldn’t be charged either since we are supposed to have free long distant callingI have called these inept people or timesBeen disconnected or hung up on twiceBeen transferred from billing to service department multiple times Frontier has investigated the above statements and offers the following response:Frontier has spoken to Mr [redacted] and has apologized for any confusion and frustration he has experienced and explained his current phone plan is the same plan he had before Frontier Communications acquired the business from Verizon Frontier has explained that long distance calls are being made from the primary line, however the detail of the calls do not show on the bill due to being on an unlimited calling plan The other lines do show the usage as they are not on an unlimited plan so we show detail of the call as where it came from, how long it was for and the amount being billed 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 attentionThe Complaint states that: Mr [redacted] states that he has been having problems with his Internet and telephone service for months with Frontier Frontier has investigated the above statements and offers the following response: Frontier states that Mr [redacted] reported telephone and Internet issues five times since October 8, The last report that was made was on December 21, and it was repaired on December 22, The technician repaired an inside wire in the NIDThe technician confirmed dial tone with the customer after the repairFrontier spoke to Mr [redacted] on December 28, and he stated the service was workingFrontier has issued a onetime out of service credit of $61.91, which Mr [redacted] is aware of 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 case of [redacted] We appreciate you bringing this matter to our attention.Our investigation has determined that the customer had residential DSL service Our records reflect that the customer’s service began on July 11, and was disconnected on July 25, The customer’s first bill was $A credit was issued leaving a balance of $ The account has been written off and was credit reported on October 11, The balance is valid as the customer’s account showed usage and customers are responsible for the first thirty days of service.We apologize for any inconvenience this may have caused the customer We trust this information will assist you in closing this caseFrontier Executive Customer Relations

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 his service was disconnected last summer, that he contacted Frontier to have the service re-connected and was advised he had to create a new account.• Mr [redacted] states he was offered a rate of $for years and a $Amazon gift card.• Mr [redacted] contacted Frontier to inquire about the status of his Amazon gift card and states he was advised at that time that he was not eligible because he was not a new customer• Mr [redacted] wants Frontier to honor the Amazon gift card offer he was promisedFrontier has investigated the above statements and offers the following response:• Account review shows Mr [redacted] had an account ending in that was disconnected on 7/18/ Once an account is disconnected completely, it cannot be re-connected; a new install order is required to re-establish service• Account review shows a new account ending in was established on 10/12/for FiOS 30/internet at $with a $Amazon gift card offer and year term • Account review shows that the agent who spoke with Mr [redacted] on 10/21/was looking at the disconnected account ending in 6253, and according to the notes on the account; they were advising that Mr [redacted] was not eligible for the Amazon gift card because the account was disconnected• Mr [redacted] is eligible for the Amazon gift card offer on the new active account and will receive the claim code for this card to his e-mail within days of his first payment as was noted on the new installation order We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matterSincerely,Frontier Executive Customer Relations

Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate his bringing this matter to our attentionThe Complaint states that: Mr [redacted] states he has been attempting to port his phone number to another provider Frontier will not turn over the number Frontier has investigated the above statements and offers the following response: Frontier records show the account contained a Local Carrier FreezeThat freeze was removed in order on March 1, There has been no request to port out the number to another provider since that timeFrontier attempted to reach Mr [redacted] to advise, there was no answer at the phone number Frontier has sent an email to the email address provided advising there are no restrictions on the account to keep it from porting out 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

Tell us why hereThank you for referring the complaint of [redacted] K [redacted] to our office for reviewWe appreciate [redacted] K [redacted] bringing this matter to our attention.The Complaint states that: Mr [redacted] advises that he subscribed to Frontier Internet service for months starting December and as part of an ongoing promotion I was given a subscription to [redacted] with a month commitment Mr [redacted] advises that he is moving to a new location on May 21, and called into Frontier Communications on May 11, to transfer his Internet service and was advised that the speed of the Internet service would be Mbps at my new address Mr [redacted] advises that with the speed so low he would not be able to use the internet doing the most basic things on line and was advised that Frontier would release me from my month contract for this reason However, a Frontier representative and a supervisor informed me that seeing I had the [redacted] subscription for which they cannot recoup the cost they will not release me and I must pay a termination fee that is greater than my monthly billI tried to understand the logic with that decision and was informed that Internet service was available at my new location even though it was at a much lower speed then what I was presently receiving that it is still Internet service that to Mbps qualifies meeting their service obligation Mr [redacted] asked if Mbps can be found in writing in any contract and was informed that it could not and therefore I believe that this minimum was arbitrarily defined and along with [redacted] membership is being leveraged to extort a cancellation fee from me Mr [redacted] advises that he is deeply concerned Frontier’s refusal to work with me given that lack of any specific language pertaining to this situation in any published contract I feel that I am being scammed.Frontier has investigated the above statements and offers the following response: I spoke with Mr [redacted] on May 16, and placed an order to disconnect his Internet service on May 23, and will waive the cancellation fee for the [redacted] subscription seeing that we cannot provide him with the same Internet service speed at his new location Mr [redacted] is satisfied and he has my direct contact informationWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] K [redacted] has experienced as a result of the above matter

Frontier CommunicationsThank 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] is disputing his billing for services from Frontier.Frontier has investigated the above statements and offers the following response:Frontier advises that the correct price for the package that Mr [redacted] subscribes to is $per month before equipment fees, taxes and surcharges for two yearsFrontier offers only one loyalty discount per account on pricing to eligible customers at various times.Frontier is providing a loyalty credit of $off per month for one year to Mr [redacted] Frontier attempted to reach Mr [redacted] to advise of the above but was unsuccessfulFrontier did leave a message that included direct contact informationWe 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: Tocoma K Department: General Manager