Frontier Communications Corp.

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 was charged an early termination fee of $200.00 for canceling her service with... Frontier. She was not aware that she was in a term. Frontier has investigated the above statements and offers the following response: Frontier reports that Ms. [redacted] signed up for Frontier’s Internet in 2007 and was on an automatic renewal every year. The term she was on was through July 2018. Ms. [redacted] disconnected her service with Frontier on February 5, 2018. Frontier charged Ms. [redacted] with a $200.00 early termination fee due to her disconnecting before her term date of July 2018. Frontier issued a courtesy credit to Ms. [redacted] ’s account of $200.00 due to her stating she was not aware of the auto renewal even though we print it on her bill every month. Frontier spoke to Ms. [redacted] today and she is aware of the credit issued. She is satisfied with the resolution. 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 Frontier's response states they were unable to resolve any issues because we stopped service We would like Frontier and the Revdex.com to understand:1) We called multiple times reporting the problem (as described in the complaint)2) We were continually told it was a known problem with no immediate resolution3) And the last time I called the technician confirmed the following: There's a long term known issue, no immediate fix, there is nothing they can do to resolve at this time and I essentially just have to live with this level of poor service.Therefore it was clear to us 1) Frontier had no intent on resolving the issue 2) knew of the issue when they sold us the service 3) and expected us to live with the poor degraded service which is unacceptable We still expect a refund of $This covers the billing statements, which I've paid in full, for July 10th, August 10th, September 10thIt also includes the amount I will be billed for the upcoming period ending October 4th Regards, [redacted]

Frontier has investigated the above statements and offers the following response: Frontier advises that the pricing provided to Ms [redacted] was $prior to taxes and surcharges with the addition of the Frontier Secure.Frontier advises that after taxes/surcharges Ms [redacted] ’ statement was an average of $170.49.Ms [redacted] received a prorated statement for $on February 28, for service changes in the middle of a statement cycle.Frontier has reviewed the call and determined that Ms [redacted] was advised that no termination fee was associated with the discounted rate.Frontier has waived the termination fee on the account, leaving a zero balance.Frontier has contacted Mr [redacted] and advised of the above statementsMs [redacted] has already mailed a check to Frontier.Frontier has advised Ms [redacted] , that once her payment post to the Frontier account a refund will be issuedDirect contact information was provided to Ms [redacted] 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

Tell us why here... 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] advises that she has experienced Internet service issues during the transition from Verizon to Frontier.Ms. [redacted] states that she has not received compensation for the loss of her Frontier Internet service in April, May, and June. Frontier has investigated the above statements and offers the following response:Frontier investigated Ms. [redacted] ’s complaint. Frontier records show that the Internet service was repaired on June 20, 2016.Frontier’s policy is to issue an out of service credit if service is out for over 24 hours. Frontier applied an adjustment to Ms. [redacted] ’s’ account in the amount of $106.66 for the loss of her Frontier Internet services. This adjustment posted on Ms. [redacted] s June 2016 statementFrontier spoke with Ms. [redacted] on September 9, 2016. I reviewed her monthly charges and the adjustments that were issued for the loss of the Frontier services. Ms. [redacted] was satisfied with the explanation. 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 [redacted] to our office for reviewWe appreciate you bringing this matter to our attention.The Complaint states that: [redacted] is disputing the ETF that he was billed after he disconnected his accountCustomer is requesting credit for the ETF charges.Frontier has investigated the above statements and offers the following response:Our records reflect that MrLyman’s account was credited the ETF charge in the amount of $133.90.The credit was applied on 12/16/and can take 1-bill cycles to reflect on the final 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 Specialist: Tocoma K Department: General Manager

REBUTTAL RESPONSE:The order to cancel this service was not processed until April 5, 2017. The order was backdated to January 5, 2017, which means the customer will be credited all charges billed beyond January 5, 2017. The May 2, 2017 statement has not yet generated but once it does, we will be able to ascertain if additional credit is warranted. If there is any additional credited warranted, it will be issued at that time. As of April 7, 2017 there has been no credit issued, as we do not want to duplicate credits and further complicate and prolong the matter. Mr. [redacted] will be contacted up to three days after the May 2, 2017 billing statement generates and is available for viewing.Mr. [redacted] was contacted on April 7, 2017 and a message was left on his answering device.Should Mr. [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT 111-3143.Sincerely,Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] . The dates mentioned by Frontier are incorrect, but my issue is resolved. Regards, [redacted]

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. Regards, [redacted]

Revdex.com:The costumer service by Tammy has been a lot better then anyone else I have talked to but the service is still horribleInternet and phone only work when they want tooI just want to be relinquished of the account and charges 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]

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 she has been charged for a service for over 2 years that she did not request. Ms. [redacted] further states she was... provided a 90 day credit.Ms. [redacted] states she would like credit for over 2 years. Frontier has investigated the above statements and offers the following response: Frontier records show Ms. [redacted] had long distance service since 11/17/10 with Frontier. Beginning 10/04/2014 Frontier provided bill notification requiring a monthly plan charge of $2.99 for continued access to long distance. Frontier has no record of Ms. [redacted] disputing these charges which appeared on her statements monthly.Frontier spoke to Ms. [redacted] and at her request removed the Long Distance pic codes, therefore will no longer be billed for a long distance plan. The plan charges are valid however in this instance Ms. [redacted] was provided a compromise credit for 90 days which will reflect on the 05/04/17. 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:

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11973010, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Frontier Communications still owes me $for the month they billed me three days before I cancelled their service due to inability to connect to the internet.They charged me a disconnect fee even though I was not under contract with themI want them to reimburse me for the entire months I was forced to be a Frontier customer

Tell us why here... 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: [redacted] states that she received equipment and was billed for a service that she never... ordered.Frontier has investigated the above statements and offers the following response:Frontier investigated Ms. [redacted] ’s complaint. An order was placed on January 14, 2016 and completed on January 29, 2016 for Internet service and an Internet modem was shipped to Ms. [redacted] .Frontier received a call from Ms. [redacted] in regards to the error on February 1, 2016. An order was placed to terminate the services at her request and dated back to the date the billing started.Frontier issued an adjustment to Ms. [redacted] ’s account in the amount of $52.92. The account has been cleared and Ms. [redacted] does not owe a balance with Frontier. We spoke with [redacted] on April 5, 2016 and she is satisfied with the adjustment. Ms. [redacted] is aware that she can contact Carla G [redacted] at ###-###-#### Ext# 2652 for any further questions or concerns.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 review. We appreciate RevDex.com bringing this matter to our attention. The Complaint states that: The services were for a Business account and requested the PIC freezes be removed to be able to port the numbers to another carrier. However, the main line 2900 had not yet been removed. The PIC freeze from the fax line 2990 was removed August 1, 2017. Frontier has investigated the above statements and offers the following response: Frontier advises the fax line 2990 PIC freeze was removed July 28, 2017 to allow for porting to be completed July 31, 2017. Frontier advises the main line 2900 PIC freeze was removed August 1, 2017.Frontier advises the main line 2900 has been ported as of August 8, 2017 as requested by new provider. Frontier does not submit port to new provider. It is the new provider that submits the request to transfer the number away from old provider, and it does take a few days to complete.Frontier advises we did receive needed information August 8, 2017 from customer that allowed for completion of the port request from the new provider.Frontier advises the dates above are dates of end with Frontier. 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 has investigated the above statements and offers the following response: Frontier has issued an adjustment to Ms [redacted] ’s account as a one-time courtesy.Frontier has scheduled Ms [redacted] ’s installation of services with the same phone number she requestedFrontier has spoken with Ms [redacted] and her son [redacted] ensured satisfaction and provided the contact information noted below 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

Experienced a delay in installationMultiple calls to Frontier to no availExperienced service issue shortly after install and no credit for that Frontier has investigated the above statements and offers the following response: Frontier has investigated and determined installation credit had been given and reflective on the August statement Additional credits have been given and will be reflective on the September statement.Frontier attempted to reach the customer and successfully left a detailed voicemail that included our contact information.Frontier apologizes for any inconvenience this may have caused

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 informed that there would be a credit check with a soft credit check; however, her credit had a hard hit when she applied for services Frontier has investigated the above statements and offers the following response: Frontier advises that on April 9, the hard inquiry was updated to a sift inquiryFrontier advises that this can take up to six weeks to have the update fully processed with the national credit bureausFrontier spoke with Ms [redacted] on April 12, to review this informationWe 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

Our records indicate prior to his phone call on August 7, Mr [redacted] had phone service only with FrontierOn this call, Mr [redacted] inquired about a flyer he received stating he can have bundle for $79.00; however, representative asked Mr [redacted] what bundle is listed on the flyer, he stated, “the flyer doesn’t say what the package isRepresentative advised customer for $+ taxes, he could have phone, internet, & TV CustomThis included one standard set top box After further review, it has been determined representative misquoted Mr [redacted] on ratesThe flyer Mr [redacted] has is for new customers only, and not for existing customers.On November 18, 2016, Frontier spoke with Mr [redacted] acknowledging his concerns, and asked if he still has the letter; which he did, and asked if he could read it to me, and discovered on the letter the promotion was for new customers onlyWe were able to generate an order to put phone service back to Freedom PlanThis will allow him to receive his Lifeline discounts that he qualified for, along with FiOS 50/internet and FiOS Customer Essentials TV, totaling $+ $for Room Set Top BoxThis gives a total of $+ taxes & surchargesBecause Mr [redacted] is not a new customer, Frontier is not able to honor the $Amazon gift cardWe 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

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] Trying to reach a representative from Frontier is IMPOSSIBLE-Customer Service is awful, very rude and unprofessionalFrontier only offered me a credit of $for wrong information provided by theirCUSTOMER SERVICE REP-AGAIN, IT IS NOT MY FAULT THAT AFTER REPRESENTATIVE CONSULTED WITH HIS SUPERVISOR,FRONTIER CHANGED THEIR MIND, CHANGED MY PLAN, CANCEL MY LAND LINE AND DON'T CONTACT ME TO INFORM MEI WOULD HAVE NEVER KNOWN UNTIL I HAVE RECEIVED MY BILL NEXT MONTH THIS IS NOT ACCEPTABLE AT ALL!!!!!!!!!!!!! I WOULD LIKE A FULL REFUND OF INTERNET PLAN WHICH REPRESENTATIVE TOLD ME TODAY WAS $NOT $I WAS ORIGINALLY OFFEREDI WAS NEVER TOLD THAT MY ACCOUNT HAD PREVIOUS OFFER IN 2014-AGAIN LACK OF PROFESSIONALISM AND CUSTOMER SERVICE

Frontier has investigated the above statements and offers the following response: Frontier has made multiple attempts to contact the customer.Frontier has provided direct contact information for any further questions or future concerns 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

Per Frontier records: Customer bills $- $20/Discount = $monthly for Simply Broadband HSIHis first statement he billed one month plus seven days plus $9.99/Shipping and Handling Fee The new charges of $were due on 8/31/ Customer made a payment in the amount of $on 8/28/ The payment was returned on 9/1/2017and customer was billed $returned payment fee and the $was charged back to his account He was billed new charges of $on the 9/7/billing statement leaving him with a balance due of $ A second payment was made on 9/5/in the amount of $ the payment left him with a balance due of $ As a courtesy, I adjusted the account for the $25/Return Check fee ($with tax) and he now owes $ A Frontier agent tried reaching out to Mr [redacted] to advise and unfortunately, he was not available If Mr [redacted] has any additional questions, please contact the undersignedWe trust that this information will assist the Commission in closing this complaint Sincerely, Shabrenia W***