Frontier Communications Corp.

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: Ms [redacted] is disputing that her bill increased by $in OctoberFrontier has investigated the above statements and offers the following response:After review of the customer’s account, Ms [redacted] had a customer value discount of $which she no longer qualified for.The customer received the customer value discount because she still had the grandfather Verizon productsMs [redacted] upgraded to Frontier products which disqualified her account for the customer value discountFrontier has agreed to issue credit in the amount of $as a one-time courtesy toward Ms [redacted] ’s account.Please allow 1-bill cycles for the credit to reflect on the customer’s bill statement.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 Specialist: Tocoma K Department: General ManagerTelephone Number: ###-###-#### Fax Number: ###-###-####

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...

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

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] ***

Customer Name: [redacted] Phone: ###-###-#### Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] states she has not had service with Frontier since April She placed an order to transfer her service and it was never done She request that the account is closed and make sure she has a zero balance Frontier has investigated the above statements and offers the following response: Frontier investigated Ms [redacted] ’s account and found that the account was closed on July 1, The customer has a zero balance due on the account.A Frontier representative has made several attempts to contact the customer to advise A Frontier Representative mailed a letter to Ms [redacted] to provide direct contact information should she have any questions or concerns regarding this complaint 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] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that her Frontier internet service stopped working on June 21, and did not get restored until June 27, Ms [redacted] advises that she needs to be credited for the time in which she had no internet service Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] was without internet service from June 21, to June 27, 2017, and that at that time, there was a service outage for the entire area.Frontier spoke with Ms [redacted] on June 29, and advised her that a credit for $has been issued to compensate her for the days in which she had no internet service She was advised that the credit will show up on her July 7, statement 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

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.my initial phone calls began in April of when my service was first disrupted I placed numerous calls to both the tech and then to billingCredits promised were issued during conversation with billing department following tech callsService was resumed but situated each time a few days following tech repair calls.A new set top box was issued in June but no installedSet top box was issued by tech department as they felt service disruption was due to faulty equipment however was not the case as service resumed but then distrusted a few days laterA shippping label was requested to return equipment but never receivedI find it puzzling that NO record of any of my calls in April or May existsInteresting to note is I did not receive a bill until June and that during my first two phone calls the rep was unable to locate my accountTherefore I assume my calls were not properly documented and my dispute remains in effectRegards, [redacted]

Thank you for referring the rebuttal of [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention. The Rebuttal states that: Mr. [redacted] advises that he was unhappy with the level of internet service that was being provided to him by Frontier. Mr. [redacted] advises that he would like to be reimbursed for 30% of what he paid for internet service. Frontier has investigated the above statements and offers the following response: Frontier advises that internet speed and connectivity are based upon many factors including: network congestion, customer location, customer equipment, and Wi-Fi network interference. This is stated in the residential internet service agreement terms and conditions, posted on Frontier’s website. Frontier advises that they are responsible for service outage credits, based on the customer’s daily rate of service that is not functioning. Frontier is not liable for any other compensation. Frontier advises that as stated in the terms of service posted online, Frontier makes no promise that the service will be available or perform in a manner that would meet the needs of a customer.Frontier spoke with Mr. [redacted] on March 15, 2018 and advised him of the above statements. 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 you bringing this matter to our attention The Complaint states that: • Mrs [redacted] is wanting a refund for the amount she had paid after requesting to cancel services Frontier has investigated the above statements and offers the following response: • After further review, our records indicate account was disconnected on January 9, A credit for one month of billing was credited for $+ prorated credits, totaling $ • Mrs [redacted] will receive a refund; which are mailed out via Citi Bank, and will come as a prepaid visa debit cardRefunds take three months to receive from disconnect date • Regarding returning equipment, the labels have to be mailed to the physical address services workedCurrently, Mrs [redacted] moved out of state, and is not able to retrieve labels • On January 23, 2017, I spoke with customer acknowledging her concerns, and went over her accountAlso advised if for some reason, she is billed for not returning equipment (router), to give me call directly, and I will credit the charge We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter

Frontier Communications Complaint Number: [redacted] Company Code: Frontier California Inc(U-1002-C) Customer Name: [redacted] Phone: ###-###-#### Frontier has received the following complaint : Mr [redacted] states that his promotions ran out in April and that he has been having billing issues for five (5) monthsHe states that he was quoted $plus taxes and surcharges but has been over charged for internet by $ Frontier has investigated the above statements and offers the following response: • Frontier records demonstrate that the customer was signed on in March with VerizonHis promotional credits were for two years, from March 15, through March 14, The customer’s bill increased with international calls starting in April and running through July There were no international calls before or after • Frontier records further demonstrate that the customer was given inaccurate information about his promotionsAs a result of the incorrect information given to the customer he made decisions and eventually cancelled everything but his internet effective September 16, The customer was back billed for the promotional discounts because he cancelled his bundle in an amount of $As a courtesy, I have issued an adjustment of $The customer has disconnected service and will receive a credit back for October 16, through November 15, in addition to the manual credit • Frontier has spoken with the customer, apologized and explained the errors and creditsFrontier set the customer’s expectations for the future billing on a disconnected account as well as what to expect for the refund processThe customer can call this agent back if he has further questions We trust that this information will assist you in closing this complaintWe apologize for any inconvenience Mr [redacted] has experienced as a result of the above matter Frontier Specialist: Donna JM [redacted] Department: Consumer Relations Contact: ###-###-####

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 had previously paid the balance, if my account was credited I do expect a check refunding me the whole amount and this was not mentioned in the message from Frontier I need to know when I can expect to receive my money back 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 am disappointed that Frontier see no problem is forcing customers to pay a bill that Frontier themselves states is an overcharge However, I have no problem dissolving this matter as Frontier representative presented to the Revdex.com This same response was left on my voicemail last week.Despite being sure the next billing cycle would have the correct information on it, this week I received a new bill with additional charge of $ I called Frontier After a lengthy conversation and a supervisor reviewing my account, Frontier stated that there would be a zero balance (credit of the $71.78), but no refund as promise when I cancelled my phone service and as promised by the Frontier to Revdex.com.I have had many problems with Frontier services during my time as a customer The speed of the internet service promised never matched the exact speed I received and continued to declines as they added more customers and data usage increased among the customers Frontier failed to show up to multiple services calls without contacting me Last year, I had to get Revdex.com involved to get them to fix my service We went a full month without internet as a results Living in a very rural area, our choices were very limited I am glad I was able to find new services who stand by what they promise This is something that Frontier has failed to do repeatedly This last situation is yet another example of it.Thanks for your assistance! Regards, Mrs [redacted]

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: Mr [redacted] advises that he started new a contract in October and was promised a price of $Mr [redacted] advised that his bill was higher for the month of OctoberMr [redacted] also advised that his order to change his services was not processed.Frontier has investigated the above statements and offers the following response:The information provided by Frontier is directly related to information obtained during the investigation; which is based on Frontier’s account notes from billing, sales, tech support, and the order historyFrontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original 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.Frontier Specialist: Tocoma K Department: General ManagerTelephone Number: ###-###-#### Fax Number: ###-###-####

Thank you for referring the complaint of [redacted] to our office for review. We appreciate Ms. [redacted] bringing this matter to our attention. The Complaint states that: Ms. [redacted] states that she experienced connection issues with her Frontier Internet since early April of 2016. Ms. [redacted] ... states that it took almost one month to fix her Frontier Internet service. Ms. [redacted] states that she was offered a one month credit for her inconvenience and that this credit has never appeared on to her Frontier statement. Frontier has investigated the above statements and offers the following response: Frontier advises that Ms. [redacted] ’ Frontier Internet service was repaired on April 29th 2016. Frontier apologizes for any inconvenience that this outage may have caused Ms. [redacted] . It is Frontier’s policy to try to have Internet repaired in a timely manner. Frontier applied a full month of Internet service credit in the amount of $75.00 to her Frontier account. Ms. [redacted] is aware that this credit may take one billing cycle to appear on her Frontier statement. 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.

Mrs [redacted] placed an order for new installation on 12-28-15, given a commitment due date of 12-31-Frontier had to place new cable to the home to provide service which caused delays.We issued a $courtesy credit.Frontier spoke with Mrs [redacted] on 2-15-and verified the service was working

Thank you for referring the complaint of Mrs [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint Rebuttal states that: Ms [redacted] states that she received another bill from Frontier and it did not reflect a credit balance or a refund When she called Frontier she was advised a credit was applied to bring her account balance to zero and she should not receive a refund Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that a refund was processed on Ms [redacted] ’s account on December 23, 2016.A Frontier representative received an email from Ms [redacted] on January 13, to confirm that she received her refund 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] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: · Mr [redacted] states he contacted Frontier on 3/17/and put in an inquiry online for internet at Mr [redacted] states a consultant contacted him and confirmed internet was available at this pricing Mr [redacted] states he was then offered FiOS internet and television for per month which included a visa gift card, free installation, FiOS TV prime HD, free HBO, Showtime, Starz, and Cinemax for months, free HD box months and free home DVR monthsMr [redacted] states he called back to verify the offer and signed up · Mr [redacted] states his first bill had a install fee which was removed when he contacted FrontierMr [redacted] states he contacted Frontier regarding his gift card and was advised he did not qualify for the card · Mr [redacted] states he received his 2nd bill which was 136.76, he contacted Frontier and was advised HBO and Cinemax were not free at which time he cancelled all promotional channels and an adjustment was placed for the movie channels billed and he was advised to pay · Mr [redacted] states he has still not received the original price quoted and is upset he has to call in every month about his bill Frontier has investigated the above statements and offers the following response: · Account review shows an order was completed on 3/27/for FiOS internet and television servicesThere is no record regarding the visa gift card offer quoted, however, in this instance an adjustment of has been applied to MrWilliamson’s account to honor what he states was offered · Account review shows MrWilliamson’s initial 4/4/billing statement had a internet install fee that was billed in error, an adjustment for this charge was applied on 4/16/ · Account notations from 5/7/15, state that Mr [redacted] called to report that he was originally advised that HBO and Cinemax were part of the free movie promotion offer Mr [redacted] was incorrectly advised regarding HBO and Cinemax and an order was placed to remove the movie channels and a credit issued for charges from 3/28/15-5/3/in the amount of for the moviesAn additional credit was applied for a missing promotional discountMr [redacted] was advised we could not apply the credits immediately and he would receive a late fee however he could pay his bill less The 6/4/billing statement reflects the credit of 19.99, credit for the late fee in the amount of and the credit for the movies in the amount of which was applied toward the current charges on that billing statement · It has been determined that the FiOS TV promotional codes were removed in error after the initial billing statement resulting in the incorrect promotional pricing Mr [redacted] should have received in promotional credits from the 5/4/15-7/4/billing statementsFrontier has previously applied a total credit of for missing promotions An adjustment of has been issued for the remaining promotional credits due An order was placed on 7/7/to add the promotional discounts in order to correct the billing going forward · Frontier apologizes for any misinformation provided to Mr [redacted] regarding his initial quote and the subsequent billing errors that have occurred Frontier will follow up on the 8/4/billing cycle to verify all pricing is correct and will provide Mr [redacted] with a direct contact number should he have any concerns going forward We trust that this information will assist you in closing this complaintWe 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 We are now in day two of no cable service--which Frontier canceled on us "because of non payment"Our account was referred to their collections department because of THEIR error, not ours, and now we are paying them for a service they are failing to provideI was told service would be restored last night (1/31) and it still hasn'tA message has been left for the person I spoke to last night but my call has not been returned nor has our service been restoredAdditionally, taking two months to correct a billing mistake that THEY made is completely unacceptable business practice, and referring us to collections for non-payment after we have made now six phone calls to try to get them to fix their error is insulting and unacceptable Regards, [redacted]

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she was quoted a monthly charge of before taxes and rentals; however, she has been incorrectly billed since she signed up in February Frontier has investigated the above statements and offers the following response: Frontier advises that there were errors with the promotion on Ms [redacted] ’s accountFrontier reviewed all of the statements from February to SeptemberFrontier advises that adjustments in the amount of $have been applied to Ms [redacted] ’s account for the errorsFrontier advise that Ms [redacted] ’s services were terminated on August 25, Frontier advises that had Ms [redacted] been billed correctly, her cost for services from February 18, to August 25, would have been $1, Ms [redacted] made payments totaling in the amount of $which leaves a remaining balance due of $Frontier advises that Ms [redacted] was issued a final statement of $Frontier issued an adjustment in the amount of $to complete the credits that are due to Ms [redacted] Frontier spoke with Ms [redacted] on December 27, to review 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

Frontier has investigated the above statements and offers the following response: Frontier advises no usage was found on the account.Frontier has waived all charges on the account. 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.