Frontier Communications Corp.

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attentionThe Complaint states that:Mrs [redacted] states she called Frontier to close her account because she was movingShe requested the services of TV, telephone and internet be disconnected on February 27, Frontier closed her account on February 21, in error Instead of reopening her old account, Frontier opened a new account for her services to be turned back on without her authorization She was advised that the new account would be credited to a zero balance but continued to receive invoices Frontier has investigated the above statements and offers the following response:Frontier spoke to Mrs [redacted] on May 9, and she adamantly stated she was not talking to Frontier any furtherMrs [redacted] wants only written correspondenceThe original account was closed too early and in order to get services back on a new install order had to be processed, this information should have been disclosed to Mrs [redacted] .Frontier has issued a full credit adjustment to the new account in the amount of $to bring to a zero balanceMrs [redacted] ’s original account has a credit balance of $that will be refunded to her after the final billing cycle of June 1, We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced as a result of the above matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.***, I appreciate that you want more information regarding my complaint and all that is happening is more frustration and my impression that big businesses like Frontier can buy their way out of complaints even with the Revdex.comI know I am not the first consumer to file a complaint with the Revdex.com regarding Frontier serviceI paid for a service, they did not provideThere are many consumers who have the same experience who have voiced their struggles either through you the Revdex.com or through FrontierI do not feel as though I need to prove anything further for a point to be made Regards, [redacted]

The Complaint states that: Ms [redacted] states that she called in on October 4, to have Frontier services installed in her home and was given an installation date of October Ms [redacted] states that a technician did not arrive on October as scheduled so she called to get an update on her orderMs [redacted] also states that she was given another due date of October 14, and she received a phone call on October 13th cancelling her installation due to additional paperwork being needed Frontier has investigated the above statements and offers the following response: Frontier states that a representative attempted to reach Ms [redacted] on October and 28, with no response as of October 28, 2016.Frontier states that correspondence was mailed with contact information for a Frontier representativeFrontier also states that due to a previous balance due at Ms [redacted] ’s address we are unable to install services until that balance is paidTell us why here

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 that they bill is to be and a credit of was to be credit each month however no credit appeared and they have to call every month Frontier has investigated the above statements and offers the following response: Frontier review the account and we have removed a charge to get the customer rate to be before any taxes or fees.Frontier spoke with Mr [redacted] and advised that we have removed a fee of to get the rate lowered and will follow up on the next month 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

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 Frontier has been billing her for long distance phone calls even though the calling plan she has includes unlimited long distance calling Ms [redacted] advises that Frontier billed her for an early termination fee when she never requested to have her services cancelled; she only made some minor changes to her existing servicesMs [redacted] advises that the she was overbilled for the month of December and that the Frontier agent told her that her billing would be corrected and all credits issued to account Frontier has investigated the above statements and offers the following response: Frontier spoke with Ms [redacted] on December 27, 2016, and explained that she was billed erroneously for the long distance calls, and that all of the calls will be credited since her Frontier home phone service includes unlimited nationwide long distance calling.Frontier informed Ms [redacted] on January 3, that the early termination fee was reversed and all late fees credited.Frontier advises that her monthly rate has been corrected and all the appropriate discounts have been appliedThe monthly rate going forward will be approximately $177.99, with taxes subject to fluctuation 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 shows the full refund has been issued on May 5, · Frontier spoke with Ms [redacted] and advised the full refund was already sent out on May 5, and that she should receive it with business days of being sent· Ms [redacted] presented no further questions or concerns We regret any inconvenience that [redacted] may have experienced as a result of the above matter

The Complaint states that: Mr [redacted] states that his email address is not working and has had no success reaching a resolutionFrontier has investigated the above statements and offers the following response: Frontier states that a representative attempted to reach Mr [redacted] on November and 14, with no response.Frontier also states that correspondence was sent to Mr [redacted] to contact the below individual should he still be experiencing any issues

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 Regards, [redacted] This is my reply to Frontier dated 12/13/ Hello Tocoma:Thank you for your response.I understand your reply regarding the "time out" regarding my service however, that is not the issue My concern has always remained the same I have paid for over years for the fastest service available via Frontier which I never received until August of when the individual service person arrived at my home and upon his departure made the statement that he would return to his sub-station and "turn up" the speed, only then did we finally receive the appropriate speed with which I had been paying for all this timeI originally began a formal complaint when I contacted the manager at the Palo Cedro CA office in August of Two times we were given a new modem with the hopes that it would alleviate this issue of speed, unfortunately it did not When I advised the manager in Palo Cedro that the new modems did not bring our speed in line with what we were paying for, all communication stopped and I never heard from him again What I don't understand is the loss of any "ticket" that was generated for the two new modems I received in August of Since I began this formal complaint with the FCC and the Revdex.com my recompense has remained the same I am not looking for a refund for 4+ years I wish my account be given a zero balance (I owe approximately $600+ at this time) and begin with a new billing for January of This is far less than any amount Frontier should actually credit me for services never rendered.My account was disconnected as of 12/08/for non-payment My point was to get someone's attention regarding the fact that Frontier can simply cut off service when they are not paid however a customer is not compensated for Frontier's failure to provide the actual service the customer is/has been paying for What is the difference here? Frontier wants to be paid for services rendered and I want services rendered for payment madeThis is not just a simple "reimbursement only for tickets generated" Frontier states as their mission:We will be the leader in providing communications services to residential and business customers in our markets.Our Core Values Put the customer first Treat one another with respect Keep our commitments; be accountable Be ethical in all of our dealings Be innovative; take the initiative Be team players Be active in our communities Do it right the first time; continuously improve Use resources wisely Use Frontier products and services Have a positive attitude Apparently these values are for advertisement purposes only I have yet to see Frontier be "accountable" and "putting the customer first"Respectfully, [redacted] ***

Thank you for referring the complaint of [redacted] A [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he requested new Internet service with Frontier and was advised that the equipment would be sent on March 6, 2017.Mr [redacted] states that he received the router on March 6, and tried to self-install the service but the Internet was not workingMr [redacted] states that he contacted Frontier and was advised that the previous owner had not had their Internet disconnected and his service would be available March 11, Mr [redacted] states that the service has not worked since the activation date and he contacted Frontier to cancel the serviceMr [redacted] states that he received a bill from Frontier for charges for the Internet service Frontier has investigated the above statements and offers the following response: Frontier advises that Mr***’s Internet service was activated in the system on March 11, 2017.Frontiers records state that Mr [redacted] requested the account to be cancelled on March 16, 2017.Frontier advises that a statement was sent to Mr [redacted] on April 1, billing him $for Internet service and connectionFrontier’s policy indicates that all products have a one-month minimum billingIf a customer disconnects service during the first days of install, the customer will be responsible for one full months’ worth of charges.Frontier advises as a courtesy the charges for $were removed on April 13, 2017.Frontier advises Mr [redacted] does not have a balance with Frontier.Frontier has made several attempts to contact Mr [redacted] regarding this issue.Frontier has mailed Mr [redacted] a letter with direct contact information if he needs any additional assistance We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me They did credit for the period after 8/when service was asked to be disconnected to the close of their billing cycle Vickie from their Customer Service was a pleasure to work with in resolving this matter She credited, recalculated the amount due and helped me pay the remaining balance online to close this issue to my satisfaction 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 agree that my bill has been adjusted I disagree that a letter was sent to me and that voicemails were left for me There were no attempts to call, no unanswered calls and no voice mailsI did call and speak to someone wh assured me that my bill had been adjusted properly Thank you 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 While they have finally got me access for the service I have been without for the last three months (it's unfortunate I had to file a complaint to get them to fix it) they did not refund me for the time it did not work They stated that the streaming service is free with a subscription to the pay channels so there is nothing to refund That's like saying the tires you got with your new car are free so if they fall off the car there's no refund due because they were free Regards, [redacted]

Thank you for referring the complaint of Mrs [redacted] to our office for reviewWe appreciate Mrs [redacted] bringing this matter to our attentionThe Complaint states that: Mrs [redacted] advises she requested to have her television service disconnected midnight December 31, and it was disconnected December 27, Frontier has investigated the above statements and offers the following response: Frontier spoke with Mrs [redacted] and after discussing the account decided not to make any changes to the account.Frontier issued credit one time for $due to the poor experienceFrontier thanked MrsFrontier thanked MrsSirotkin for sharing her experience with us and advised we will provide coaching internallyWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced as a result of the above matter

Thank you for referring the rebuttal of Mr [redacted] A [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] states his main complaint was the way Frontier is trying to force paperless billing and has not apologizedMr [redacted] request an apology and twelve months’ credit of one dollar per month Frontier has investigated the above statements and offers the following response: Frontier uses approximately trees per month to produce paper bills, and Frontier wants to do its part in its commitment to be more earth-friendly As part of its commitment to go green and help make it easier for customers to manage their accounts, Frontier’s plan is to go paperless in the futureFrontier advises that bill message notification indicated there would be a paper bill fee going forward.Frontier has delayed the start of the paper bill fee surcharge for customers who continue to receive a paper copy of their billFrontier advises a credit will not be honored as Mr [redacted] has not been billed for the paper bill feeFrontier spoke with Mr [redacted] to advise and apologizeWe trust that this information will assist you in closing this rebuttal We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matterTell us why here

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 that she disconnected her service in March of 2017, and has received an incorrect final billing statementFrontier has investigated the above statements and offers the following response: Frontier advises it has made the appropriate adjustments to the closed accountFrontier also advises that there is as of May 22, a thirty day non treatment where the customer will not be sent to collections for nonpayment.Frontier has left a voicemail message on May 23, for Ms [redacted] advising of balance due and made aware on the non-treatment for thirty daysWe 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 have determined that this does not resolve my complaint For your reference, my response to Frontier's response is below I will not accept a "credit to my account that will take to billing cycles"I no longer have an account, I am no longer a customer and I will not return or do business with Frontier Communications ever againThere will be no more payments from me nor will I accept any damage to my credit if they persistTheir semi-standardized response is only partially correctThey attempted to charge for services/products that never occurred and were never providedI was a customer of Verizon for years with no issues, until Frontier took over and then came the suspect billing changesThey need to be investigated

According to the complaint: Ms [redacted] had their account suspended on March 7, and services were to be restored within hours.Ms [redacted] was without service for one weekFrontier has investigated the above statement and offers the following response:INVESTIGATION/RESOLUTION Frontier had found that Ms [redacted] ’s account was suspended due to an outstanding balance on March, 2018.Frontier spoke with Ms [redacted] and found that a payment that the customer had made was misapplied, the funds were moved to the appropriate account that day to allow a restoral of service.Frontier had found that a customer service agent had written a service order to place Ms [redacted] on a new savings plan before the reconnection order was written or completed This service order is what prevented the restoral from completing.Frontier has addressed the agent who had written the service order internally.Frontier applied a $Service Performance credit due to the missed commitment for restoral of services.Multiple attempts to contact Ms [redacted] were not responded to

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] advises she has billing discrepancyFrontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on March 8, and explained that Frontier’s records show that Ms [redacted] agreed to these terms with a 2year agreementA promotion for the first six months expiredFrontier advises that this is for the telephone, Internet, and television plan which also includes the equipmentFrontier advises that all statements have been reviewed and are being billed correctly for the services that Ms [redacted] has subscribed to and promotion that she is onWe 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 [redacted] bringing this matter to our attention. The Complaint states that: Frontier is consistently delivering about 15% of advertised speed. ... They have had numerous tech calls and nothing was done. Frontier raised the bill. Frontier has investigated the above statements and offers the following response: Frontier states that speeds are as fast as 6 mbps in her area. Frontier is sent a new wireless router at no cost to Ms. [redacted] . Frontier offered to reduce the cost of internet by $5. 00 a month for 12 months Ms. [redacted] accepted. 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 here...

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: • After... initial install in 2006, Mr. [redacted] was billed a partial month plus one month of advance billing. • In November 2006 Mr. Minors billing date changed from the 16th of every month to the 4th of every month. This cause him to be billed for the previous month plus one month advance billing. Mr. [redacted] stated he was never given credit for the billing error and that he is owed a refund of the November 4th, 2006 payment of $320.20. Frontier has investigated the above statements and offers the following response: • Initial billing for services begins the day of installation and continues up to the end of the bill cycle plus one month of advance billing. • If a bill cycle date is changed, for example from the 16th to the 4th of each month, the subsequent bill will generate on the new bill cycle date of the 4th (rather than the 16th). This bill would include additional prorated charges for the difference in the bill cycle dates. These times would not overlap so no adjustment would be needed. • The remaining balance on the account is for services rendered and includes a past due amount that was owed prior to the cancellation 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.