Frontier Communications Corp.

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] ’s internet service was down from May 5th until May 14thMr [redacted] had requested a technician multiple times but in the end was told that a technician was not required on May 12th Frontier has investigated the above statements and offers the following response: Frontier has issued credit for Mr [redacted] ’s issues and service being down in the amount of $and has verified that a prorated bill was printed from removing the home phone and TV services.Frontier has submitted training to the representatives that had given Mr [redacted] incorrect information and contributed to the time out of service 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 has investigated the above statements and offers the following response: Ms [redacted] subscribes to Frontier’s Broadband Max service with provides the maximum speed available at the service location up to Meg Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interferenceCustomer speeds may vary over time Frontier has investigated Ms***’s account and has determined that she resides in an area with a surplus of Internet users that could be affecting Internet service speeds A Frontier technician was dispatched on trouble ticket # [redacted] in regards to slow speeds on December 10thContact was made with the customer who confirmed that the service was working after he confirmed that the Central Office has fixed the issue December 15th 11:31am, December 16th, 1:46pm and December 17th 3:13pm I called and left a message with my contact information for Ms*** December 17th Ms [redacted] returned my call and explained what has transpired since last monthShe confirmed that her service has been working fine since the technician was out on December 10th at which time she was told it was found to have been a programming issueThe technician provided her with the local number for future referenceI apologized for the inconvenience; advised that this would be reviewed as a training issue; and issued a month internet creditShe was satisfied

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] indicates that he was charged for a technical visit which did not resolve his concernsMr [redacted] indicates that he was charged for a full month of service after disconnectionFrontier has investigated the above statements and offers the following response:Frontier finds that MrHimbauch was charged for a technical visit in the amount of $This amount was then credited to the account on April 16th 2017, and reflects on the March 10th statementFrontier finds that the March 10th statement reflects the partial month charges as a credit of $for services un-used from February 18th through March 9th 2017.Frontier finds that this account is disconnected as of February 17th with a credit balance of $This means that Frontier will be refunding Mr [redacted] $131.94.Frontier’s refund policy is to issue a check days from the date of service disconnection or termination.This time period is required to ensure all outstanding charges or credits are posted to the closed account.Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.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: Allison S*** Department: Executive Consumer 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 she called to upgrade her service on August 8, 2016, and was advised the changes would increase her bill $per monthThis would bring her bill to $per monthThe next bill she received was for $She called and was promised several times the bill would be correctedThen she was advised that it could not be changed because her price quote had not been documented Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on December 2, 2016, and advised that credits totaling $have been issued to her account for the missing discount promotions that were missing from her bill since SeptemberFrontier explained that her December 9, will reflect prorated credits back to her disconnection date of November 21, Frontier has set a follow up with Ms [redacted] to review her December 9, statement 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 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: ###-###-####

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attentionThe Complaint states that: [redacted] states he has had inconsistent Internet service, and would like resolution to the Internet issue or a reduction in internet cost 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 WiFi network interference Customer speeds may vary over timeFrontier has investigated Mr***’s account and has determined that Mr***s’s resides in an area where high Internet usage during peak periods could be affecting Internet service speeds.Frontier advises it has issued a discount for service on the accountFrontier advises that it has spoken with Ms [redacted] on July 6, to advise of discount issued, and sent email to MrAdvising of the discount issued We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] ***s has experienced as a result of the above matter

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.

Tell us why hereThank you for referring the complaint of Devin [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that:Mr [redacted] states that there were charges for services that his business does not benefit from or was made aware ofFrontier has investigated the above statements and offers the following response:Frontier advises that there are no records of any contracts made in January Frontier advises that a new contract for [redacted] started in September for a price of $before taxes and surchargesFrontier advises that the contract included either the Frontier Secure product or the Frontier texting to qualify for the discountFrontier advises that Ms [redacted] requested to remove the Frontier secure product and is keeping the Frontier texting service.Frontier spoke with Ms [redacted] on April 14, to review this information with her 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.

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] is disputing his services from FrontierFrontier has investigated the above statements and offers the following response: Frontier has made several attempts to reach [redacted] ; however, Frontier has been unsuccessful in speaking with him 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

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] ***

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]

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 she is not being billed correctly for the services that she was offered by FrontierMs [redacted] states that she was paying $for her Internet services prior to the changes that were made and now she is being charged $ Frontier has investigated the above statements and offers the following response: Frontier advises that there were errors in the offers that were made to Ms [redacted] The correct rate for the service that Ms [redacted] subscribed to is $before applicable taxes and surchargesFrontier advises that an adjustment in the amount of $for the errors on the November statement has been applied to Ms [redacted] ’s accountFrontier also advises that and an additional $adjustment was issued for the installation charges for the television that were billed in errorFrontier advises that the cost for the Internet service was $and Ms [redacted] was receiving a monthly credit of $to give her a rate of $for one yearFrontier advises that the promotion for the $rate ends March Frontier advises that the cost of the Internet has increased by $for a new rate of $Frontier advises that an adjustment in the amount of $has been applied to Ms [redacted] ’s account for the difference in pricing to the end of her termFrontier advises that these adjustments will be reflected on her next statement Frontier spoke with Ms [redacted] on December 26, to review this information with herWe 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 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

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Customer contacted customer service inquiring about new service and was informed that the 50/FiOS internet speed would be the same price as the customer’s existing speed of 25/ Frontier has investigated the above statements and offers the following response: Account research failed to locate an account for [redacted] However an account for [redacted] was located but listed no authorized parties to make changes or discuss billingThe account for [redacted] was an existing internet account with a speed of 25/that is not available to new customersThe promotion for the internet speed 50/was available to New Frontier customers with a two year term agreementCustomer’s account did not qualify for the new customer promotional pricingCustomer’s account was not under a term agreementThe account has been changed back to 25/internet speed with the discounts that the customer was receiving prior to the upgradeCustomer can upgrade to the 50/speed for a $increase in the monthly priceAn adjustment for $was added to the account on 8/3/and other prorated adjustments were added and appear on the billing statement dated 8/16/ 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 that: Ms. [redacted] reports that when Frontier acquired her service from Verizon in April 2016, she was without services... (Internet/cable) for 90 days. Ms. [redacted] reports that in between the months, the service was interrupted and when she called for a technician to go out and fix it, Frontier indicated they were low on resource’s and needed her to be on the phone to troubleshoot the issues. In July 2016 Ms. [redacted] states she spoke to a supervisor and they advised her that they would issue a three-month credit if she paid $425.87. Frontier did not issue the credit to her. At that time, she decided to disconnect service with Frontier. Ms. [redacted] states that Frontier owes her $323.56 in credit. Once Frontier issues the credit she will pay the balance owed. Frontier has investigated the above statements and offers the following response: Frontier has attempted to contact Ms. [redacted] on several occasions, each time leaving her a message with our contact information. Frontier has not had a response back from Ms. [redacted] . Frontier is sending a call me letter to her today. 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 him bringing this matter to our attentionThe Complaint states that Mr[redacted] is being billed for a second Frontier internet line that was never installedFrontier has investigated the above statements and offers the following response: Frontier has investigated and found that the second Frontier internet line was never installedFrontier has stopped billing of the second line on May 13, 2016, and has issued a credit of $off his current billFrontier has been issuing credits every month since January 15, We spoke with Mr [redacted] and he is aware of this resolution and the credits issuedMr [redacted] knows to contact [redacted] at ###-###-####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 [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she was overbilled on her Frontier account Frontier has investigated the above statements and offers the following response: Account research shows Ms [redacted] has carried a past due balance since February 09, 2016.Records show Ms [redacted] was receiving a $HBO promotion credit which expired May 26, 2016.Research shows FiOS TV Promotional credit for $and $were removed in errorResearch shows a promotional credit of $15was removed in errorThis credit was schedule to expire May 26, (Total of $in discounts removed).Records show service order [redacted] completed November 28, disconnecting serviceRecords show credits totaling $were applied November 4, for the FiOS Voice discountsOn February 2, credits totaling $were applied for the remaining missing discount (6mnths x $30=$180).All warranted credits have been appliedAt this time Ms [redacted] has a balance payable and due of $ A Frontier representative attempted unsuccessfully to reach Ms [redacted] A contact letter was sent on February 2, 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 Specialist: Amy B [redacted] Department: Consumer Relations

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] states that he requested to cancel his TV service as of December 16, however he is still billed.Mr [redacted] stated credit was issued but did not know the amount for the previous billingMr [redacted] also stated he was quoted a rate of $for his internet services.Frontier has investigated the above statements and offers the following response:Frontier records reflect Mr [redacted] requested to cancel his television services effect on December 16th however due to system error the order did not complete out.This caused to customer to continue to be billed for his television servicesAs of January 30, 2018, the television services have been removed from Mr [redacted] ’s accountFrontier records show that Mr [redacted] was issued credit for the over charge of the television services in the amount of $116.28.This credit reflected on the customer’s January bill statement.Frontier records show that Mr [redacted] was quoted $for the 100/internet speed with a Customer Loyalty Credit of $50.Frontier may offer promotions on pricing and services to eligible customers at various timesMr [redacted] account was not eligible for the $Customer Loyalty CreditFrontier representative has spoken Mr [redacted] and have explained the creditsWe 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