Frontier Communications Corp.

After further investigation, Ms [redacted] was quoted $for the internet, and $for DISH television servicesMs [redacted] was also quoted free installation and a free modemMs [redacted] was charged for installation, internet at $due to bundling the DISH, and the modemThis has been handled internally.Ms [redacted] received a total credit amount of $due to the misquote, modem, and installation charges.Ms [redacted] ’s DISH services have been unbundled and Ms [redacted] ’s internet will be $before taxes for one year

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response:Frontier advises the account was disconnected effective August 03, Credits totaling $were issued to the accountThe following credits posted to the account: $posted to the June 4, billing statement, $posted to the July 04, 2016, $posted to the August 04, 2016.Additional credits totaling $were issued leaving a past due balance of $125.00.On April 5, I spoke with Mr [redacted] regarding his concernsDuring this contact, Mr [redacted] played the recording of the Frontier CSR informing him that the account balance was zeroI informed Mr [redacted] that I would review the account further and contact him back later in the dayAfter review of the contact call detail, I followed up with Mr [redacted] and informed him that the account balance was not at a zero balance when he spoke to the Frontier CSR on January 25, On January 25, the account balance was $The above credit adjustments totaling $posted after January 25, leaving a remaining past due balance of $I advised Mr [redacted] that I have escalated the matter and once I receive an update I would contact him backOur office will work directly with the customerMr [redacted] may contact me directly at 1/###-###-#### EXT 1113142.We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr [redacted] may have experienced as a result of this matterSincerely,Stacey MFrontier Executive Relations

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attentionThe Complaint states that: Customer states that his old location is still billing for service that should have been disconnected on move order Customer states that his data speed is slow Frontier has investigated the above statements and offers the following response: Frontier has credited and finalized account at Mr [redacted] old location, and retracted any charges sent to collections Frontier dispatched a technician on 5/and advised that all services are workingFrontier spoke to Mr [redacted] and advised of retraction from collections, account finalized at old location and technician visit on 5/to correct service issues 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 matterAngela ** [redacted] Customer Relations/GM Specialist Frontier Communications [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: Ms [redacted] stated that she paid for the months of February, March and May Ms [redacted] requested for a “lost payment trace”Ms [redacted] was advised that her payments were being made to the wrong accountFrontier has investigated the above statements and offers the following response: Frontier review and found that was a payment made in May23, for the amount of $45.00.Frontier found that Ms [redacted] was advised per collection notifications in the mail that the amount of $ needed to be paid by May 11th to avoid disconnectionFrontier temporary disconnected Ms [redacted] for not receiving the past due amount of $140.96.Frontier Permanently disconnected the account on July 18th, and back credit to May 11thWrite off letter indicated $is due to Frontier for services rendered.Frontier attempted to reach out to the customer and advised that bank statements were need to place a payment investigation on the account to apply the missing paymentsFrontier was promised to have bank statements faxed on Aug 7th and Aug 8th Ms [redacted] was contacted as a reminder that we have not received any information from her Ms [redacted] said she would send it by Aug9th No information was sent from Ms [redacted] at this time.Frontier was not contacted nor received a fax from Ms [redacted] to conduct a payment investigation 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 Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises over billed for phone services Frontier has investigated the above statements and offers the following response: Frontier investigated and found that Mr [redacted] was billed at $including taxesOn October 5th a credit amount of $was applied to the account making the balance owed $21.35, paid on October 5th, 2016.Frontier investigated and found that the stated charge of $is a credit on the accountThat will be send in the form of a refund witwo to three billing cycles 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 Mr [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that Mr [redacted] received a bill with a different account number on it in the amount of $303.03.He also has not received any boxes to return his Verizon equipment back to usMr [redacted] also asked why his July bill was higher than normal Frontier has investigated the above statements and offers the following response: Frontier informed Mr [redacted] that Frontier billed him in error for a 2nd Frontier account in the amount of $Frontier has zeroed out that accountFrontier sent out boxes with return labels to return his Verizon equipment to usFrontier also issued a credit of $for a billing errorMr [redacted] has ported out his Frontier services on August 12, and has a credit of $Mr [redacted] knows to contact Mark H [redacted] at ###-###-#### We trust that this information will assist you in closing this complaint We apologize for any inconvenience that MrWalker has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: On Thursday, March 22, 2018, Frontier mailed a copy of the March 10, billing statement via United States Postal Service to the address we have on file 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 find that this resolution is satisfactory to me Although Frontier was generous enough to credit me back for the entire month of unused service, I am concerned about other Frontier customers receiving final bills resulting from their policy to bill the customer for the entire billing period regardless of when the account was closedI would recommend Frontier management revisit this policy but as for me personally, My issue has been resolved 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 Regards, [redacted] Since Frontier is not willing to take responsibility for the offers their employees told us, separately from each other, I contacted the Department of Veteran Affairs and filled for legal actionsAs mentioned before multiple times, I am not responsible for the misinformationFrontier admitted multiple times that I got told the wrong pricingEven though they took disciplinary actions against the employees involved, I should not be expected to pay for their mistakesI issued payment for the agreed prices as follows: TV and Internet Service from Nov 10, until Dec 6th, $plus Internet Service from Dec 6th, until Jan 6th, $as offered

Frontier Communications 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: • When Frontier took over from Verizon they had no service for the whole month of April 2016 and... could not even pay the bill until May. The response that was given, was that “we are in transition.” • [redacted] never received a credit or was informed that they could ask for a reimbursement. • Frontier has increased their bill by $100.00 and refuse to give them a copy of their contract, and must maintain it up to 11/21/16 not to receive an early termination fee of $230.00. • Frontier refuses to give [redacted] a total of her final charges. • Frontier’s customer service representative states that they must pay their current bill of $224.47. • Frontier states that once the account is closed in can take up to 3 months to receive the final bill and that is company policy. Frontier has investigated the above statements and offers the following response: • Frontier has investigated and determined at that time Frontier was experiencing delays with processing payments due to the conversion from Verizon and [redacted] was not charged any late fees due to the delay. • Frontier has found [redacted] was issued out of service credits of $76.45 on 10/22/16 and $110.23 on 11/21/16. • Frontier has found that [redacted] ***’s account will be disconnected on 11/21/16. • Frontier policy is to issue the final bill 90 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. This allows the account to cycle through its systems, thereby providing an accurate reading of the account. • Frontier has investigated and found that [redacted] has not responded at any attempts at contact. • Our expectations is that all customers have a positive experience when requesting assistance with service or billing concerns. In the rare instance a customer has a less than positive experience; we assure we are taking the necessary steps to prevent it from happening again 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: Angela C [redacted] Department: Consumer Relations

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: Mr. [redacted] states when he contract ended with Verizon his rate was to be $115.00 however when he received his statement the bill... was for $140.00. Mr. [redacted] called in and was not given an explanation. Mr. [redacted] states he called in to make program changes and was advised that a upgrade would allow him to have his program changes which he did however he later found out that was not the cases and changed back to his previous program. Mr. [redacted] received his next bill and it was for $132.00 which included taxes that were double billed. Mr. [redacted] would like his bill adjusted, the amount of his monthly charges and the length. Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and the video tax had an increase of $8.96. The federal and state taxes was increased by $2.06. There was also a prorated charge for the cable services but that was changed the next day, so Mr. [redacted] should not have been charged the $5.06. An adjustment was placed for these charges in the amount of $16.56. The $140 balance that Mr. [redacted] had on the December statement Frontier placed an adjustment in the amount of $30 for the over charges that he had leaving him with a balance of $85.75 due by March 16th. The reason for the increase was a change order that was done. Frontier advised Mr. [redacted] that the monthly recurring charge will be $93.98 before taxes. Mr. [redacted] also inquired about the promotional credits and when they will expire. Frontier advised that the $50 promotional credit will be removed on November 24, 2017 and the $10 promotional credit will be removed on November 24, 2026. Frontier has contacted Mr. [redacted] to confirm if there are any other questions or concerns, and was able to ratify that all issues have been resolved. 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

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 spoke to [redacted] and they assured me that they do not offer services provided by frontier secure. They do however offer their own technical support services. [redacted] tells me that because they do not offer frontier secure services there is (no need for me to opt out ) of a service that doesn't exist. Mark is misleading you ( I hate to use the word lying ) but this is the case. I shouldn't be expected or required to opt out of a ( FICTICIOUS )service that does not exist. I believe this matter should be investigated by the FCC or another qualified agency. Regards, [redacted] ***

Thank you for referring the complaint of [redacted] to our office for review. We appreciate you bringing this matter to our attention. According to the complaint, Mr. [redacted] is requesting credit for the Fios Data Installation fee of $75.00. Frontier investigated the complaint and advises on... December 26, 2017, Fios Internet was installed for Mr. [redacted] with an Installation Fee of $75.00. Frontier spoke with Mr. [redacted] and advised we have manually waived the installation fee of $75.00. He expressed he is satisfied with this resolution. Frontier apologizes for any inconvenience he experienced as a result of the above matter. We trust this information will assist you in closing this complaint.Kindest regards,Sandra PFrontier Communications

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined it is full of misdirection, boiler plate responses, demonstrates a deficit in ethical competency, and a failure to discharge their responsibilities as a corporate citizen in the U.S. Their egregious lack of moral regard is evident. Therefore, I'm calling on them to forfeit their right to do business in CA, whatever that is worth. I will waive my claim to the $300 from the business if they admit that their company:1. Encourages unprofessional sales practices that disproportionately affect minorities, the elderly, and low-income earners.2. Take advantage of and defraud minorities, the elderly, and low-income earners.3. And, sincerely apologize.For your reference, details of the offer I reviewed appear below.Frontier’s claims and my responses:· Frontier investigated Mr. [redacted] ’s account. Frontier advises that Frontier requests a customer’s Social security number for several reasons. Frontier uses this information to identify and validate who is placing the order for new service. This process is to protect Frontier customers from unauthorized accounts being established. This information is also used to do a credit check to determine if a deposit is required for new service. The information is also used to report any unpaid final balances to credit reporting agencies. Frontier does not require a social security number however, positive identification is required to validate that the account being established is valid. My comment: This practice should be illegal. There are a myriad of solutions to address identity verification that don't involve exchanging confidential information. · Frontier advises it is highly recommended to have Frontier equipment for Frontier products. Frontier does not support equipment that is not provided by other providers. Frontier also advises that some Frontier provided functions may not be available to equipment that is not provided by Frontier. My comment: This is a very poor justification for Frontier's actions. First, after the service tech. ran the fiber through my personal router, there was no decrease in service levels. In fact, my MB/s was greater than the package. So you have your facts wrong. Personal equipment does not necessarily decrease the efficacy of your product. Second, this response does nothing to address my concerns about being bullied and lied to. I specifically told at least 3 customer service representatives that I did not want or need a router. One of them, Bev, transferred me to a supervisor on just that issue alone. Why would I need to talk to supervisor over not wanting a router? Further, when I finally placed my order I clarified with the rep that I would not be receiving a router. So why did I receive a router? Because your company practices deceit and you wanted to trick me into paying for a router, hoping I wouldn’t notice. And when I refused to take the router from the installation tech I was told I had to call in to customer service and ask for a mailing label to be sent to me. But I couldn’t because when I called the service order wasn’t technically closed; I had to wait 24 hrs to call back. So now you’ve tied up two days of me just trying to return the router. Your company made it very difficult and very inconvenient to return that router. How many of my poor, minority, elderly neighbors are you abusing like this? If this were to be investigated, I think it would be easy to find evidence of fraud. How often are you taken to court for fraud? · Frontier records show that Mr. [redacted] requested a credit in the amount of $300.00 to compensate him for the time he spent on the phone trying to establish new service. Frontier did not offer nor agree to a credit in the amount of $300.00 to be applied to his account.My Comment. This is a matter of fact. If you record your calls, like I do, you’ll find it was very clear. You are mistaken. · Frontier advises that Mr. [redacted] terminates his services with Frontier on October 25, 2016 because he was not happy with the service.My comment: This fact does not excuse your company’s poor behavior. · Frontier spoke with Mr. [redacted] on October 26, 2016 to discuss his complaint. He advised that his services were terminated and he did not want to receive any billing for the services. Frontier will ensure that there are no charges to Mr. [redacted] ’s account. · Mr. [redacted] stated that he did not have any further questions. Regards, [redacted]

Thank you for referring the complaint of [redacted] to our office for review. We appreciate him for bringing this matter to our attention. The Complaint states that: Mr. [redacted] states that he attempted to reduce his service to internet only and cancel his TV service, when he was told he... cannot do this he told the representative to cancel both services. Mr. [redacted] switched to [redacted] which was installed on June 20, 2016, and Frontier continued to bill until September 2016. Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr. [redacted] and explained the notes on his account states that he requested to cancel TV and upgrade his internet. Frontier requests a copy of his first statement from his current provider to show date he started billing for internet service, the work order provided was not sufficient. Frontier has credited Mr. [redacted] ’s account for TV service back to June 20, 2016 in the amount of $187.14. Mr. [redacted] is waiting on his current provider to mail him the copy of his first statement it may take up to ten to fourteen days. Frontier will follow up when the requested information is received. 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.

Hello, yes this $12-was basically taxes and fees is what they told me which I agreed to payI actually spoke with a representative this morning who said that she waived everything but the fees which came out to $Their payment system wasn’t working for me to make a payment so she told me to call back a little later to process itI’m hoping that when I call back I won’t have any issues and can just pay the $It seems like the people that work in the morning are more willing to help based off of the experience I’ve had

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] advises that his service was not installed on the initial due dateFrontier has investigated the above statements and offers the following response: Records show installation service order [redacted] was scheduled for October 14, Research shows a Frontier representative error caused the service order to be rescheduled for October 18, Records show the service order was completed October 24, Additional research shows service order [redacted] completed October 31, establishing caller id and call waitingRecords show Mr [redacted] was issued $on October 27, for the missed service commitmentsOn November 8, credits totaling $were applied as a courtesy for the calling features and Mr***’s inconvenience Frontier does not credit for loss of work time, loss of business etcA Frontier representative attempted unsuccessfully to reach Mr*** A contact letter was sent on November 8, We 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 Frontier Specialist: Amy B [redacted] Department: Consumer Relations Telephone Number: [redacted] Fax Number: ###-###-####

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 called Frontier to ask about lowering the monthly rate for her internet service, was told that she had been paying $per month for megabit per second speed, but that the monthly rate should be $ Ms [redacted] advises that she should be credited $per month going back months to when her internet plan decreased in price Ms [redacted] advises that a Frontier supervisor informed her that she cannot be credited since she had never asked to negotiate a lower rate and the $price was only a promotional rateFrontier has investigated the above statements and offers the following response: Frontier advises that the customer had been paying $per month going back when Frontier purchased the AT&T Uverse product line in October Frontier also advised that Ms [redacted] can get the $rate for the megabit per second internet speed by switching from the grandfathered AT&T Uverse internet service to the Frontier Vantage internet serviceFrontier advises that Ms [redacted] is not eligible for a credit since there is no record of her having called earlier to ask about lowering her monthly rate, and the $rate does not apply to the grandfathered AT&T product.Frontier attempted to call Ms [redacted] multiple times on August 2, and August 3, She did not answer, and there was no voice mail to leave her a message Frontier advises that Ms [redacted] did not respond to an email sent by Frontier on August 2, 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] states that she was offered a faster speed on her original order but when the technician installed the services, he advised her that the faster speed is not available Frontier has investigated the above statements and offers the following response: Frontier advises that fastest Internet speed available at Ms***’s location is the Broadband Max with speeds as fast as Mbps for $per month the first year.Frontier advises that an adjustment in the amount of $has been applied to her account.Frontier spoke with Ms [redacted] on July 20, 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

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 signed for a special package for $plus tax in AugustFrontier confirmed pricing along with a $Gift Card offerThe first bill did not reflect the promotionsMr [redacted] stated he called Frontier and was told the promotions would be addedMr [redacted] advises he wants out of the contractHe would like his bill adjusted and late fees waivedAlso, he would like his Gift Card promisedMr [redacted] advises he cannot stream DirecTV Sunday Ticket without it freezingHe thinks someone is throttling his connections Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] records have been reviewedMr [redacted] has been issued credits in the month of October and November and there is no Contract on this account and the late fees have been removedThe Gift Card should have been received via email by November 26, Frontier advises 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 timeHowever, Mr [redacted] is welcome to contact our Tech Support Team at 877-600-1512.Frontier advises was unsuccessful in reaching Mr [redacted] An Email was sent with Frontier direct contact informationWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] experienced as a result of the above matter Sincerely, Victoria D [redacted] Frontier Communications