Frontier Communications Corp.

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.

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: ###-###-####

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

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

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 [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.

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]

Frontier advises Mr***’ account started with Simply Ultra HSI and was upgraded to include telephone and Frontier SecureFrontier does not provide recorded calls as they are propriety information utilized by Frontier personnel.Frontier advises Frontier Secure was removed and fully credited.Frontier advises when the telephone was requested to be removed, an isolated system error caused Mr***’ internet speed to be reduced down from Ultra to MaxThis error incorrectly assessed an activation fee that was credited and the credits appeared on the October 25, billing statement.Frontier reinstituted Mr***’ High speed internet speed back to Ultra November 7, 2017.Frontier spoke with Mr [redacted] November 7, and advised of the above.Frontier’s position on this matter has not changed We trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [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

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 a Frontier account was opened without her authorizationMs [redacted] states she contacted Frontier and was advised that the account was cancelled but she is still receiving a bill from FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] ’s account was cancelled on March 10, 2017.Frontier advises that Ms [redacted] did have a balance of $generate on the account prior to being cancelled.Frontier advises that an adjustment of $was applied on April 8, 2017.Frontier spoke with Ms [redacted] on May 12, and advised the information aboveFrontier advises that Ms [redacted] explained that she did contact Frontier for a quote and provided her personal information for a credit check to be performedFrontier advises that Ms [redacted] is requesting a letter from Frontier stating that she does not owe a balance on the Frontier accountFrontier advises a letter will be sent to Ms [redacted] on May 12, confirming that she does not have a balance with Frontier 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 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 Promotions are not automatically applied to customers’ bills Frontier provides notice of current promotional offers using various means including bill messages, direct mailings and advertising in various local media outletsFrontier finds that Mr [redacted] spoke with Frontier on February 2, to discuss a billing concern Frontier offered Mr [redacted] a discount as a retention offer Frontier will provide the discounted price until February 2, Frontier spoke with Mr [redacted] on February 7, to provide the above information

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

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] ***

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

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 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 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

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

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

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] ***