Frontier Communications Corp.

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

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

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.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 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

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 review The Complaint states that: Mr [redacted] advises that Frontier is not able to fix his internet concerns Frontier has investigated the above statements and offers the following response: Frontier advises that we have had a technician go out and even replace the modem, Frontier has upgraded Mr [redacted] to the next speed up with no additional charge due to the fact that it may be a bandwidth necessity.Frontier spoke with Mr [redacted] on 11/4/and confirmed that the ticket has been worked and that his services are faster.Mr [redacted] has direct contact information for future concerns

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 ordered internet service with Frontier and Frontier was not able to get the speed that she signed up forMs [redacted] states she received a bill for services that she was not able to useFrontier has investigated the above statements and offers the following response: Frontier review the account and we show that credit was issued for the internet service.Frontier called and spoke with Ms [redacted] who confirmed that credit was issued after this complaint was filedWe 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 [redacted] *** bringing this matter to our attention The Complaint states that: Ms [redacted] states she was billed for service that she was not able to get the full speed that she was soldMs [redacted] states when she called she was advised that she would have to pay for July and AugustFrontier has investigated the above statements and offers the following response: Frontier review the account and we show that the final bill posted and credits were issued for the equipment and shipping charges.Frontier also shows that the final issued credit for services.Frontier bills a minimum of days for serviceFrontier called and left messages to review the case

The Complaint states that: Ms. [redacted] advises that her Frontier FiOS service has been out of service, and has had several missed appointments for the repair. Frontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience this... issue has caused. Frontier advises that we repaired Ms. [redacted] ’s FiOS service on March 27, 2018. This was the original due date provided when the service was reported out on March 16, 2017.Frontier advises that time out of service credit has been issued to Ms. [redacted] ’s account. Frontier advises that we advised Mr. [redacted] – an authorized party on Ms. [redacted] ’s account – of the above on April 2, 2018.

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 last winter she experienced issues losing her telephone service in the cold... weather due to the line freezing. Ms. [redacted] states it recently occurred again in November 2016 and she contacted Frontier to resolve the issue. Ms. [redacted] doesn’t want to continue to pay for a service that doesn’t work. Ms. [redacted] ’s elderly mother lives with her and she said due to medical conditions having a working phone is very important. Frontier has investigated the above statements and offers the following response: Frontier did receive a report of no service in November 2016 however it was due to Commercial Power being off, not related to Frontier lines. Frontier will however send a technician out to check the lines for water to ensure any future trouble. 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 referring the complaint of Mr. [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention.The Complaint states that:Mr. [redacted] advises has a charge from AT$T that should be removed.Mr. [redacted] has... Frontier unlimited long distance which includes the Long Distance fees that are listed under the AT&T bill charges.Frontier has investigated the above statements and offers the following response:According to our records Mr. [redacted] has Frontier as his long distance provider and direct dialed calls should bill under the Frontier Freedom unlimited Long Distance calling plan. Frontier advises that $151.03 has been removed from Mr. [redacted] ’s account. The account has a remaining balance of $49.59. These account changes will reflect in 1 to 2 bill cycles. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. [redacted] has experienced due to the above matter.Frontier Specialist: Bridget G [redacted] Department: Executive Relations

The Complaint states that: Mr. [redacted] advises that he called to move his service to a new address on June 27, 2017. After the new installation order was placed on June 30, 2017, Mr. [redacted] decided to cancel the order because of its extended due date. Mr. [redacted] advises that the... billing for his old address never stopped. He had to call into Frontier’s customer service several times before the service was disconnected. Mr. [redacted] is requesting credit back to his original date of request. Frontier has investigated the above statements and offers the following response: Frontier advises that Mr. [redacted] ’ Frontier account was cancelled on August 24, 2017. Credit has been issued on Mr. [redacted] account backdated to the date of his original request. Frontier advises that a refund check will be issued within 60-90 days.Frontier advises that we spoke to Mrs. [redacted] on August 30, 2017 to advise of the above.

Thank you for referring the complaint of [redacted] to our office for review. We appreciate her bringing this... matter to our attention. The Complaint states that: Ms. [redacted] states that she had to contact Frontier several times in attempt to disconnect her Frontier service on March 31, 2018 as she is moving out of Frontier’s serving area. Ms. [redacted] also states that a Frontier advised she would be billed a termination fee. Frontier has investigated the above statements and offers the following response: Frontier advises that Ms. ***’s service was disconnected on March 31, 2018.Frontier advises there is a fee of $9.99 when a customer discontinues broadband service. A Frontier representative issued a onetime courtesy credit in the amount of $10.00 to Ms. ***’s account on April 5, 2018. A Frontier representative has made several attempts to call Ms. [redacted] and receives a recording that Ms. [redacted] has a voice mail box that has not been set up.A Frontier representative mailed a letter to Ms. [redacted] to advise of the above information and provide the direct contact information for a Frontier representative. 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. Tell us why here...

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that: [redacted] is disputing his final bill of $that has been turned over to a collection agency Frontier has investigated the above statements and offers the following response:Frontier investigated and found that Mr [redacted] ported his service to another provider, and Frontier disconnected his services on June 14, Frontier records indicate the following:April 25, bill date was $in which was paid and posted on May 11, 2016.May 25, bill date covered services from (5/25/through 6/24/16) totaled $This billed remained unpaid.June 25, closing statement generated with the prorated charges, which decreased the amount due from $to $173.27.(Credits applied from 6/15/through 6/24/16) This amount includes an Early Termination Fee of $as the contract did not expire until July 24, 2016.A Frontier Representative spoke with [redacted] to review the account, who remains unsatisfied with the findingsWe 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 Department: Customer Relations

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 was contacted by one of Frontier representative, and she said she will get back to me within the next few days after hearing my complaint and head the recorded conversation I played to herThat was more a month ago, and I never heard back from her or anyone from FrontierAbsolutely nothing has been done.Regards, [redacted] **

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: [redacted] has had phone and Internet connectivity issues for months.Frontier has investigated the above statements and offers the following response: I have spoken to [redacted] today, March 21, and [redacted] states phone and Internet services are working fine since we last repaired the issue on March 8, [redacted] states she will be porting service out to another company on April 1, There is an order in for [redacted] to port her services on April 1, [redacted] is satisfiedWe 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 [redacted] bringing this matter to our attention The Rebuttal states that: Mr [redacted] advises he is satisfied with the resolution in the original complaint, but would like to wait to receive final invoice to ensure all charges are accurateFrontier has investigated the above statements and offers the following response: Frontier has contacted Mr [redacted] and coordinated to follow up with him to review his final billing on November 15, Mr [redacted] has agreed to this and is satisfied with this resolutionWe trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter

The Complaint states that: Mr [redacted] was quoted $a month for Phone, internet, & TV services, but bill is much higher Frontier has investigated the above statements and offers the following response: After further review, it has been determined Mr [redacted] should have bundle price of $Currently we have bundle price down to $+ $+ taxes & surcharges.A total of $in credits have been adjusted to the accountThese adjustment have been made to offset the incorrect billing Mr [redacted] received from September through December billing statementsThis adjustment also includes the installation feeWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced because of the above matter

Frontier CommunicationsThank 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 had no notice of the acquisition of Verizon to Frontier Communications.Mr [redacted] states that he feels his 2-year contract with Verizon is null and void as a result of the acquisition.Mr [redacted] states that it took several attempts to get his upgrade completed.Mr [redacted] states that he was charged for activations and his balance owing is wrong, he expects the balance to be zeroed out and that his records indicate he has a credit balance on his account.Mr [redacted] states that the hold times are long when he calls and he gets transferred several times before reaching the customer service department.Frontier has investigated the above statements and offers the following response:Frontier advises that all affected customers were sent a notification in January explaining that their provider would change from Verizon to Frontier in late March 2016.Additionally, Frontier’s customer communication strategy included direct mail, email, targeted mobile, digital, social media and FiOS video advertising as well as radio spots and billboards in all markets to advise customers that Frontier would be taking over for Verizon as the new service provider and to publicize the website meetfrontier.com, which provided extensive information about the transition including FAQs and other important information.When Mr [redacted] upgraded his internet in April 2016, his products changed to Frontier products however, the coding was entered incorrectly so the discount wasn’t being appliedA $discount code was added on August 3, for the next months through August 2, 2017.A credit was added this day also for the months he didn’t have the discount code.There is no contract with his current package.There is one repair ticket in Frontier systems dated June 12, with technician arriving and swapping his modem out on June 16, 2016.Frontier shows adjustments on Mr [redacted] ’s account applied August & 4, totaling $for charges assessed incorrectly, as he was advised while speaking to customer service on August 3rd & 4th.His August 7, billing clearly list each credit on the top of page of the bill.The current balance owing on Mr [redacted] ’s account is $for the bill dated August 7, 2016.At the time the current bill printed there was a credit balance of $-18.57.Frontier has seen longer hold times at certain times of day and month.Frontier has, as a result of customer feedback, recently streamlined the phone systems which will reduce both hold time and the necessity to be transferred due to incorrectly routed calls.There will still be different times of day or month that call volume can increase due to outages, severe weather, fires etc., however, Frontier has an option to receive a call back without losing any place in line as a convenience to our customer’s busy lives.The main Customer Service phone number is [redacted] & FiOS Technical Support direct number is [redacted] 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: Rebecca N [redacted] Department: Executive Consumer Email: [redacted] Relations