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] states they have had really bad Internet and phone since before January 11, and for many years before this When they call to report this they feel they get the same answer all of the time, either the issue is outside or Frontier doesn’t see anything wrong from their endFrontier has investigated the above statements and offers the following response: Frontier issue a courtesy credit at the request of the customer for one month of phone and Internet service.Frontier spoke to Ms [redacted] on February 9, and entered a trouble ticket for slow Internet speeds and frequent disconnects A Frontier technician was dispatched and performed a speed test from Mr***’s network interface device The speed tested at that time was Mbps/192k.Frontier tried calling Mr [redacted] to go over the findings however has not been able to get ahold of them again and has left messages for them to call back if they would like to further discuss this matterWe 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that Frontier is collecting a debt that originated with AT&T and Mr [redacted] claims the account was paid with AT&TFrontier has investigated the above statements and offers the following response: Frontier spoke with Mr [redacted] on November 16, and advised that our records show a balance due of $on his closed account [redacted] .1.Due to the age of the account Frontier is unable to provide a copy of a billWe 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

On August 24, Frontier spoke with Ms [redacted] and advised Frontier has issued credit for the nest product

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Mr [redacted] is disputing final bill charges after disconnectFrontier has investigated the above statements and offers the following response: Frontier advises the account has been disconnected as of November 24, A credit was applied to the account leaving a balance due of $ 43.21.Frontier was unsuccessful in contacting Mr [redacted] to review the aboveWe 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 as long as they fulfill their promise to refund the money owed to meI will follow up with a satisfied response once I receive the refund check Regards, [redacted]

Frontier has attempted to contact Mr [redacted] to discuss his concernsUnfortunately, we have not been successful in our attemptsShould Mr [redacted] wish to discuss this issue we have left our direct contact information for him on his answer machineFrontier also sent Mr [redacted] a letter to contact Frontier if he has any further questions or concerns

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: Ms [redacted] states she is a new customer to Frontier and feels she was lied to about the servicesMs [redacted] signed up for phone and internet and was told she would be able to get up megabytes per second for internetMs [redacted] was told this would be sufficient for XBOX Live, Netflix, and using a cell phone at the same timeMs [redacted] advises this is not true and was assured the services would be better than ever beforeMs [redacted] reports she was told she would get a month free and would be able to cancel services, but then was told an early termination fee would be charged Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Ms [redacted] and advised her services have been disconnected effective 10/31/2016.After further investigation, the internet speed at megabytes per second would not be sufficient for the services Ms [redacted] was trying to useThe representative was able to zero out her account showing a zero balance.The representative also advised the early termination fee has been removed, and Ms [redacted] will not receive any other charges from Frontier We trust that this information Ms [redacted] has experienced as a result of the above matter Frontier Specialist: Gabriela C [redacted] Department: Consumer Relations Telephone Number: ###-###-#### Ext Fax Number: ###-###-####

Frontier Communications Frontier has received the following complaint: [redacted] alleges that she called to order a telephone service and the Frontier agent informed her she had to have internet and television so she ordered a package for $ Ms [redacted] alleges that Frontier was three weeks late installing her servicesMs [redacted] further alleges that she was billed over $on her first bill and $on her second bill She states that she stopped service as a result these bills Frontier has investigated the above statements and offers the following response: Frontier records demonstrate that Ms [redacted] ordered service on October 20, with a due date of October 29, Technician notes indicate that October 29, 2017, the technician spoke with Ms [redacted] and was told to seek out the management of the building, the manager was not on site on October 29, when the technician attempted to install the service The records demonstrate that the order was sent out with a technician on November 1, and then on November 17, the install was completedFrontier records further demonstrate Ms [redacted] was quoted $plus taxes and surcharges and that the prorated charges were explained The customer did receive a first time invoice without all the discounts on December 2, and January 2, On the February 2, invoice the customer had her discounts and the credits had been applied to correct her billing The customer was suspended on May 23, and on June 8, she was disconnected for non-payment effective May 23, On July 2, a closing statement generated issuing a credit for service from May 23, in the amount of $ Frontier records show the customer was not told she could not pay the bill but she was told that a payment may not restore her service She was advised on June 8, that she would have to pay the bill in full to create a new account and that a deposit may be required The customer was not turned over to outside collections or reported to credit until the bill remained unpaid on the closed account for more than days Frontier continues to carry a balance of $for Ms [redacted] but once the bill is paid Frontier will report the debt as a “paid” debt We trust that this information will assist you in closing this complaint We apologize for any inconvenience Ms [redacted] has experienced as a result of the above matter Frontier Specialist: Donna JMerrigan Department: Consumer Relations Contact: 425-257-

Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] downgraded her services in September from phone, Internet and DISH service, to standalone Internet only She was told at that time that there would be no early termination fee She got the first bill after the changes and she got billed a $early termination fee Ms [redacted] has called and asked us to take care of this for her, however she was told it would not be removed Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on December 16, and have waived the early termination fee of $ Ms [redacted] is satisfied 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] R [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] states he was quoted $for first year pricing and $for second year with one year of HBO includedMr [redacted] states he was been over billed and would like billing correctedMr [redacted] states that he is not receiving HBO Frontier has investigated the above statements and offers the following response: Frontier advises that account was researched and quote of $for first year pricing and $for second year before taxes and surcharges with one year of HBO included will be honored.Frontier advises that credit have been applied to the account for overbilling on May June and July statements.Frontier advises that HBO has been added to the account.Frontier advises that a consultant did speak with Mr [redacted] and confirmed rates and provided contact information for any further needs 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: Amanda J [redacted] Department: Consumer Relations

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] advises that Frontier did not inform her that she had lost the Lifeline discounts for her home phone and internet services in September 2016, which caused her monthly rate to increaseWhen she called Frontier to ask why her bill increased, she was told that it was a mistake on Frontier’s end, and a credit would be applied to her account She also advises that Frontier instructed her to pay just $per month until the Lifeline discounts are reinstatedMs [redacted] advises that she requested Frontier to cancel her home phone and internet service on February 27, 2017, and since Frontier did not cancel the services until March 29, 2017, she would like to have her account credited going back to February 27, Frontier has investigated the above statements and offers the following response: Frontier advises that although Ms [redacted] did lose the Lifeline discounts in September when she did not reapply for the Lifeline benefits, the monthly bills clearly indicated that the Lifeline credits were no longer included Frontier also advises that it’s the customer’s responsibility to review their monthly statements for accuracy and to renew their Lifeline benefits every year Frontier advises Ms [redacted] did request cancellation of her Frontier services on February 27, 2017, and although the services did not get cancelled until March 29, 2017, the statement dated March 19, shows that calls were made from the customer’s home phone in between the dates of March 1, thru March 17, This indicated that Frontier was still providing service to the customer, and that the customer has to pay for services renderedFrontier spoke with Ms [redacted] on April 28, 2017, and advised her that the account can be credited from March 29, going back to March 18, 2017, when the last phone call was madeThe credit in the amount of $was then submitted on April 28, 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 investigated the above statements and offers the following response: Frontier advised 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 time.Frontier has reviewed Ms [redacted] ’s account and has issued a credit in the amount of $against her February 22, billing statement for the current internet issues Ms [redacted] experienced The updated balance is $with payment due by March 18, 2018.The representative handling this complaint has provided her contact information should Ms [redacted] need assistance in the futureWe regret any inconvenience that [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 I initially contacted the new services department via chat in December of to establish serviceDuring that time they had a promotion for phone, internet, and tv with a free upgrade to mps speed from mps, free dvr box, and a $amazon gift card with no contract for $a monthHowever, I was told be chat that I needed to make a initial deposit to have service startedNo deposit was made, I just kept the service I had with the current providerThen in Feba random installation tech showed up to my home unannounced as we were leaving to go to church and said he had an install order for meI confirmed with the technician the order I had placed back in Decto include all of the promotions listed above and was told yes that was the orderA few days later I had to check my internet speed and internet service because the speed was registering at about mps and it kept dropping in and outI called the internet support customer service who told me the promotions were not on my account and that he would increase the speed to 75mps as promised and a technician would be sent out to fix the drop of internet issueWhen I got the first bill, before I had even had a full month of service it was higher that expected due to no promotions still not showing on my account and a new charge for the upgraded internet speedI called customer service and was told they would work to add the promotions to my account and correct the pricing but would need to call me back the next dayNo callback ever happened and then shortly after my internet service was not working due no payment on the accountI called customer service again who instructed me to pay the balance that my service was quoted at from Decand I didI was told by the rep that she would request some adjustments and call me back the next dayThat call never happenedSo I called the Office of the President and spoke with Debra about the current issue of my internet being off and my billing being incorrect and the poor service I had received from the company from start to current and she had my service restored and said the proper promotions had been addedThe next bill I received was even higher that the previous for serviced so I called customer service and was told no promotion was on my account and that the promotion from Decwas no longer available but a new promotion with higher internet speed on mps, tv with more channels, and phone was available for around $including taxes and feesHe supposedly added said promotion to my account but again when I got my bill with was higher with past due balances that I did not oweSo I called Debra from the Office of the President again who made the credits to my account and supposedly added the promotion pricing based on what I was quoted by the last customer service repThe bill however still continued to come in without the promotions at full price chargesSo I called customer service again in July and spoke with a woman how placed some credits on the account as high as she was authorized to do without having to send it to another department for approval and then connected me to collection to let them know my bill was being adjusted and once it was corrected I would pay the adjusted balanceThen at the beginning of August I called regarding the additional credits that needed to be processed on my account and to notify them that I was moving and was told by the man that he would need to research if they offered service in my new area and would call me backSurprisingly, I did not receive a call backAfter I had moved I called again to the office of the president and spoke with the RUDE Stuart B [redacted] to make sure my service was disconnected and adjustments were made to get the final billI was told by Stuart that there would not be any additional adjustments and that they dont offer service at my new address but an early termination fee would be charged to my account because I received the $amazon gift cardThat didn't make any sense to me so we went back and forth with no resolutionI then put in a complaint with the Revdex.com and received a call back from another guy from the office of the president who said he didn't see an early termination fee on my account but he would check with Stuart to see where he got that information fromHe also stated that he would not make any more adjustments since I had already received so many in his estimation and he would report the complaint back to the Revdex.com as valid from their endI would really appreciate it if all of the recorded calls associated with my account were pulled and reviewed to prove what they told me, the multiple failures on their part to provide service and proper billing and now the bullying tactics they are attempting to use now to steal money from their customersThis has not been resolved from my end and this company's practices foster cheating, lying, and theft and they need to be investigated, fined and closed down 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 spoke with a woman in the Presidents’ office at Frontier who represented herself as the end all authority on billing at Frontier. She informed me that basically every other Frontier employee – including 3 supervisors – was wrong in their calculations as they adjusted our inflated bills month after month. She claims that the roughly $100 overcharge that they have refused to credit is to make up for incorrect calculations on past adjustments done by Billing and Customer Service departments. Frontier needs to provide the details of this ridiculous claim – exactly because they have a serious history of dishonest, unscrupulous billing practices. · We were systematically overbilled month after month. · Then we wasted countless hours on the phone every month with Frontier employees to get our grossly inflated bills corrected. · Then we were systematically lied to by every employee who ever said a manager would call us back. That never happened. · Then after cancelling our service, we were assured by 3 different customer service supervisors that this incorrect final bill would be corrected. It never was. · Then, despite the fact that this bill has been disputed for the last four months (contacted Frontier 16 times to get this final bill corrected) – The final inflated bill has not been adjusted and no one in customer service would give me a straight answer as to why. · Then we find out that the account has been charged off and sent to a collection agency with an incorrect balance of $285.00 and will likely be reported to the credit bureau. · And last but not least, After complaining to the RevDex.com, I speak with a complaint rep with the Frontier President’s office who apparently gets to make up new billing rules that are contrary to the practice of the Billing and Customer Service departments at Frontier. · This whole experience has been nothing short of INSANE. Frontier needs to produce the details of their claim – that no one at the company can add or understands billing, therefore new billing rules get applied on a customers’ final bill. I want the detail of specific charges that were adjusted off past bills – that now are being added back on I have come to believe that Frontiers’ practice of overbilling is intentional. I believe that this company intentionally over charges customers and then drives customers to the point of exhaustion with their game playing when a customer tries to get a bill corrected – to the extent that customers just give up out of sheer frustration and pay the inflated bills to get rid of the awful company. I really believe this - which would make Frontier’s billing practices a form of systematic fraud against consumers. Regards, [redacted]

Per Frontier records: Account number [redacted] for [redacted] is currently inactive with a disconnect date of 8/11/2017. The balance on the account is -$40. Deposit was credited back on 8/11/2017. Ms. [redacted] spoke with a Frontier agent on September 1, 2017 and was advised that... we are working to credit the $470.27 back to her account. The payment will be reversed back to her credit card. The money was taken out in error. The system linked an unpaid account for a different customer who previously had service at the same address. His service was disconnected on May 22, 2017. A Frontier agent tried reaching out to Ms. [redacted] to discuss further and unfortunately, she wasn’t available. Ms. [redacted] should contact the undersigned at her earliest convenience to discuss further. We trust that this information will assist the Commission in closing this complaint. Sincerely, Shabrenia W***

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: Mr. [redacted] advises that Frontier billed him over $500.00 in long distance charges in error. His calling plan... includes unlimited long distance calling, so he should not have been billed for any long distance calls at all. Mr. [redacted] advises that each time he calls Frontier to ask about being credited for the long distance charges, he is told that a credit has been submitted, but every time the credit ends up getting denied. Mr. [redacted] advises that Frontier needs to credit his account for the erroneous long distance charges, related taxes, and late fees. Frontier has investigated the above statements and offers the following response: Frontier advises that on March 2, 2017, Frontier credited Mr. [redacted] ’s account a total of $593.36, which covers the long distance charges that he was billed in error for the December 2016 and January 2017 billing cycles. Frontier advises that the long distance charges for the February 2017 billing cycle were credited on March 13, 2017, in the amount of $69.09.Frontier spoke with Mr. [redacted] on March 13, 2017, and advised him that credits for all of the long distance charges and associated taxes and fees have been issued, and his remaining balance is $77.38. 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.

Closeout Comments: closing ticket as in my review of the account there is no current balance on the account and the final bill was sent outuploaded response to unisys and the Revdex.com site.Allison S [redacted] - Frontier Communications

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 the transition from Verizon to Frontier in April 2016, she started getting billed $more for the package that she agreed to with Frontier, along with an $connection fee She also advises that the monthly rate she agreed to in April for her Frontier services and equipment rental fees was $plus taxesMs [redacted] advises that Frontier representatives have been telling her that credits will be issued for the amount that she had been getting overbilled, but the credits had not been showing up on her following statements as promised Ms [redacted] advises that even though her July statement did have the credit for the $installation fee, there were no credits to offset the monthly increases in her bills She also advises that she does not owe Frontier for the full $balance Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on February 22, 2017, and advised that credits, totaling $120.00, were issued to her account to compensate her for having been overbilled in prior monthsThese credits brought her remaining balance to $ Frontier advises that there were no records of any calls from Ms [redacted] in April 2016, but there was a transcript of a call from May 4, 2016, which indicated that the customer had been given a quote for Frontier TV, internet service, and TV equipment rental in the amount of $plus tax The effective date for that quote should have been May 5, Frontier spoke with Ms [redacted] on March 6, and advised her that a credit for $had been issued as of that date, bringing her remaining balance to $ The customer then made a payment for that amount, which zeroed out her balance 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 CommunicationsThank you for the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that: [redacted] advises she has billing concernsAdditionally, advising there have been service issues with TV and WIFI noticed these issues starting in January Credit was promised an adjustment of $for TV and WIFI issuesFrontier has investigated the above statements and offers the following response:Frontier records indicate the account was billed overages due to discounts that were not added to the account.Frontier issued credit for billing overages starting with the February statementThis credit included Labor Fee for service issues.Frontier Found Mr./Ms [redacted] was given credits in the amount of -$This was placed on the account for the two months of $discounts that were missing from the TV Extreme package that would bring it from $to $monthly recurring chargeThis was applied on May billing statement.Frontier records indicate this account was cancelled on July 25, The closing statement generated on August 1, and has a final balance of $which is valid.Frontier attempted to reach the customer on August 5th ,7th, and 9th but was unsuccessfulVoice mail messages were left but there have been no return callsWe 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: Chelsie S [redacted] Department: Customer Relations

Tell us why here Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate bringing this matter to our attention The Complaint states that: Ms [redacted] states that she is being threatened with a letter that she owes $and if she doesn’t pay it within a week her current services would be shut offMs [redacted] advises that she made a payment for over $on July 15, Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] requested to change her Internet speed on May 24, The service did not work properlyOn May 26, 2016, she requested to go back to the original speedFrontier was unable to speak to Ms [redacted] about the credit that was issuedHowever Frontier did try to contact Ms [redacted] and also left messages with no return calls from herMs [redacted] was left the direct number and the Frontier representatives name to contact her backFrontier has also sent a call me email to the address on file 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