Frontier Communications Corp.

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] has issues with her billing Frontier has investigated the above statements and offers the following response: Frontier has added the promotions to her account that she wasn’t getting due to changes on her accountFrontier has also credit [redacted] account for the installation in the amount of $Frontier has back dated [redacted] account back to 08-22-so that she will get her bills credit for the time that the promotions wasn’t added to her accountFrontier will follow on her bill for the next billing cycle Oct 22, to 11-21- 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

Tell us why hereFrontier advises that repair technicians did reprogram FIOS services and made contact with Mr [redacted] 05/16/and confirmed services are all working okay.Frontier advises that credits for time out of service have been applied to Mr [redacted] ’s accountWe 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 him bringing this matter to our attention The Complaint states that: The Telephone and Internet service has had a lot of outages Response time is slow Frontier has investigated the above statements and offers the following response: A Frontier Representative spoke with Mrs [redacted] on January 18, and everything was working.A Frontier Representative gave direct contact information to escalate any further problems.Frontier has applied a $credit for time period that Mr [redacted] was without serviceWe 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 advises that Mr [redacted] placed his service on a vacation service on April 21, and another order was placed on May 5, to remove the service off of the vacation service Frontier advises statements were issues every month and there are no records of calls questioning the charges for servicesFrontier advises that the adjustment request was submitted; however, it was denied as it was not a valid adjustmentFrontier advises that there was a report of service issues made on October 13, for no phone or Intent service and this issue was repaired on October 16, Frontier advises that a subsequent repair was reported on October 25, for no Internet service and was repaired the same day.Frontier advises that an adjustment was issued in the amount of $for the service issues Mr [redacted] has experiencedFrontier spoke with Mr [redacted] on November 3, to review this information with him

Thank you for referring the case of [redacted] to our office for review We appreciate you bringing this matter to our attention.On June 30, we issued a credit for $($ monthly recurring charge for internet) for two weeks of OOS for internet The credit will be reflected on the customer’s July 22, billing statementWe called and spoke with Mr [redacted] and gave him our direct contact information Frontier records show that that his most recent trouble ticket was completed and indicates that his circuit has been up and active since June 19, Technical Support Specialist called and left a message with the customer with their direct contact information so the customer can call him if he has further issues.We apologize for any inconvenience Mr [redacted] may have experienced We trust this information will assist you in closing this caseFrontier 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] states that Frontier charges elderly customers in Florida too much money for unlimited phone serviceMs [redacted] further states that frontier charged her for services after they terminated service Frontier has investigated the above statements and offers the following response: Frontier has investigated Ms [redacted] ’s claim and advises that Frontier is billing the same monthly amount that Verizon was chargingIn addition, Frontier advises that all current contracts, including all terms and conditions for any services previously provided by Verizon’s local exchange operations were assigned to Frontier CommunicationsFrontier will maintain all terms and conditions of the relevant portions of the agreements through its expirationFrontier does offer our customers other telephone plans besides unlimited long distance that may be more cost effective In addition we offer the Lifeline program to benefit telephone customers who have low-income or are receiving public assistance through Social Service administered programsFrontier confirms that Ms [redacted] has ported out service to another provider as of October 11, The service order and bill crossed and a new bill generated for $for services dated October 16, through November 15, Ms [redacted] is not responsible for these chargesMs [redacted] did have auto pay set up for this payment so the payment did attempt to draft from her bank account on November 7, 2016, however the payment failed due to the customer’s bank advising us the payment was unauthorized.Frontier owes Ms [redacted] a refund for billed unused services from October 12, through October 15, Frontier’s refund policy is to issue to final statements to ensure all outstanding charges or credits are posted to a closed accountFrontier’s policy also allows the account to cycle through its systems, thereby providing an accurate reading of the accountFrontier’s policy is to issue any refund checks days from the date of the service termination.Frontier spoke with Ms [redacted] ’s daughter, [redacted] on November 16, and reviewed this information with her 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 Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] received a bill from Frontier for $after she disconnected her service Ms [redacted] paid in full before she disconnected her services Ms [redacted] is disputing the bill and states she does not owe itFrontier has investigated the above statements and offers the following response: Frontier spoke with the management team and the written off department in the collections team and they both said the charges are valid for the technician visit.Frontier spoke to Ms [redacted] on December 14, to advise the charges are valid and are being billed for a service call on July 26, Frontier advised Ms [redacted] if she still wanted to dispute this she should contact the Outside Collection Agency where the account has been turned over to Ms [redacted] is not satisfied with this resolutionWe 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 review We appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Ms [redacted] advised that she signed up with Frontier at the end of July and put the internet modem in her bedroom due to the service would not work in her living roomMs [redacted] advised she cancelled the services less than hours later advising internet wasn’t workingShe wants her $deposit she made to Frontier, and she is being billed $which does not include her $deposit Frontier has investigated the above statements and offers the following response: A Frontier Customer Service Representative has contacted Ms [redacted] and advised that Frontier had installed services on August 4th, The technician advised services were workingMs [redacted] disconnected services on August 5th, 2016.Ms [redacted] was charged for installation which she advised she did not agree to you Upon further investigation, the call was pulled and the representative did quote an installation charge of $to be billed in three increments Ms [redacted] agreed Ms [redacted] was given a total credit of $162.38, with a remaining balance of $ The deposit of $will be applied to the remaining balanceMs [redacted] is satisfied with this resolutionWe 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: Gabriela C [redacted] Department: Consumer Relations Telephone Number: ###-###-#### Ext Fax Number: ###-###-####

Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he had started up internet service for $in JulyMr [redacted] reports his first billing was $218.53, and was just charged for installation charges and a modem fee when he had purchased his own modem and was not advised of the installation feeMr [redacted] is requesting the installation fee be waived and the modem fee to be waived as well as any late payment fees Frontier has investigated the above statements and offers the following response: A Frontier Representative has successfully contacted Mr [redacted] .After further investigation, Mr [redacted] was not advised of the installation fee and was advised he could use his own modemMr [redacted] received a total credit of $which covers the installation fee, late payment fees, and a DSL modem charge.The Frontier representative will follow up the next billing cycle to ensure correct billing We trust that this information Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Gabriela C [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 attention The Complaint states that: Ms [redacted] states that she is being billed a $early termination fee even though the contract was fulfilled Frontier has investigated the above statements and offers the following response: Frontier has reviewed Ms [redacted] ’s account and agreed that the year contract was fulfilled Frontier issued a credit for $on November 8, for the Early Termination fee that was billed in errorThis adjustment will be applied on the November 10, statementFrontier spoke with Ms [redacted] on November 8, and she is satisfied with the adjustment and resolution to her accountFrontier has emailed her a confirmation letter at her requestFrontier has also provided Ms [redacted] with direct contact information should she need further assistance We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Frontier advises that a total of six payments have been received and posted to the accountFrontier confirms two of the payments were misapplied and were properly reconciled to Ms***’s account.Frontier advises that all late payment fees have been removed from Ms***’s account.Frontier advises that due to an isolated order error the first billing statement was missing promotion discountsThe error was corrected and all appropriate credits were applied to the account.Frontier attempted to reach Ms [redacted] to advise of the above but was unsuccessfulFrontier did leave a message that contained direct contact information 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

Frontier CommunicationsThank you for referring the complaint of Nathan [redacted] to our office for reviewWe appreciate [redacted] Onderdonk bringing this matter to our attention.The Complaint states that: [redacted] is upset with the length of time it is taking to receive his refund after cancelling service with Frontier [redacted] feels he should not be referred to a third party to check on a refund check and that Frontier should do this Frontier has investigated the above statements and offers the following response: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 Once the refund has been verified and processed it is made payable only in the account holder name and a refund card or check is send to the customer Any name disputes must be corrected before the account is closed.Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the accountThe refund check or credit card is payable to the billing name that appear on the bill Any name disputes must be corrected before the account is closedFrontier issues refunds for disconnected residential accounts via a prepaid Visa card processed by Citibank Please call 1/877-855-for a replacement if not received The Refund amount is $95.26.An Frontier representative was unable to reach Mr [redacted] to discuss our findings.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

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] is disputing her bill for 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 herWe 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 has investigated the complaint and offers the following response: Frontier has credited $of the ETF plus taxes.Frontier credited the late fees and the balance is $677.73.This will appear on her next statement August 25,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution will have to be satisfactory as they are not willing to make any other provisionsI still believe the company itself has terrible hidden policies and customer service and I will never do business with them again, if by choice, as I did not choose their service in this caseThank you Revdex.com for your input because I would not have gotten any response if not for your help Regards, [redacted]

Frontier has reviewed the account of Mr [redacted] and finds no active service for the time he was billed.Frontier has placed an adjustment in the amount of $242.14, leaving a zero balance due.Frontier has not and will not report the prior balance to any credit bureaus.Frontier does apologize for any miscommunication or inconvenience caused

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] was a customer of Verizon, who has since been acquired by Frontier CommunicationsMr [redacted] states the he had returned two set top boxes to Frontier in April of but he is still being charged for themMr [redacted] would like a refund for the last four monthsFrontier has investigated the above statements and offers the following response: Frontier has removed the extra boxes that Mr [redacted] was being billed forMr [redacted] now will be billed $for the three boxes that he hasFrontier has issued a credit for $for the four months that Mr [redacted] was over billedFrontier has left a voice mail for Mr [redacted] today with the resolution 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] stated she was billed $for a repair service call as her internet service was not working She stated that she was advised that there is no charge if the problem is outside the home and she stated the technician found the problem was a box outside of the home Frontier has investigated the above statements and offers the following response: Frontier reviewed the repair ticket and the notes from the technician indicated that that the internet service was not working because Ms [redacted] ’s commercial power outlet was not workingThe technician plugged the power supply into an extension cord to serve from another power outlet inside Ms [redacted] ’s homeMs [redacted] was correctly billed as the homeowner is responsible for power outlets at the homeFrontier attempted to reach Ms [redacted] by phone and also sent an e-mail requesting she contact us directlyWe have been unable to contact her to date 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

Customer expressed concern with billing since move Frontier has investigated the above statements and offers the following response: Frontier has investigated the customer ’s account and determined that the move order completed July 2, Frontier’s attempts to reach the customer have been unsuccessful Frontier sent a “call us letter'

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] advises that Frontier disconnected his services without notice Mr [redacted] advises he called Frontier and was advised he owed a balance on an old account in the amount of $ Frontier took a payment for $from his debit card and advised that service would be back working within minutes to hours Mr [redacted] advises the next day still no working services and Frontier took another $from his debit cardFrontier has investigated the above statements and offers the following response: Frontier investigated and found that Mr [redacted] had reset up his account on August 5, for telephone and internet service and was disconnected on November 9, and is showing a balance owed of $722.27.Frontier advises that a payment was taken on November 27, for $plus fee of $and a payment was made on his online account for $for a total of $The payment for $made on line was cancelled on November 29, and the other payment for $was charged back on December 18, 2017.Frontier advises that a charge back was received on December 18, for the payment of $and a letter was mailed to advise.Frontier advises that there is a credit balance owed to Mr [redacted] in the amount of $for the disconnected account on November 27, 2017.Frontier advises that if Mr [redacted] had another provider during the time of August 5, to November 9, he would need to show proof so the balance of $can be credited off.Frontier spoke with Mr [redacted] on December 26, We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter