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 on November 14, 2016, he ordered internet service from Frontier, and that it was supposed to have a megabits per second download speed He also advises that when he called Frontier back on November 17, 2017, he was told that megabits is the fastest speed available at his addressMr [redacted] advises that when the Frontier technician came out, the installer checked the line and provisioned the speed at megabits, the maximum speed availableMr [redacted] advises that Frontier needs to provide him with megabits per second at a monthly rate of $Frontier has investigated the above statements and offers the following response: Frontier advises that the megabit per second speed that Mr [redacted] is currently provisioned for is the highest capable speed at his address, at a monthly rate of $34.99, and no faster speed will be available until upgrades are made to Frontier’s facilities in the customer’s area Frontier advises that there are no plans in the near future to upgrade their network in the customer’s area, and that the central office that services Mr [redacted] ’s area is completely capped.Frontier spoke with Mr [redacted] on July 26, and confirmed that the megabits speed is still the fastest speed available at his location He was advised that Frontier is unable to provide an anticipated timeframe as to when any facilities upgrades will be done and also that Frontier is always working to improve their network 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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she experienced issues with her Internet service with FrontierMs [redacted] also advises that her speeds were increased at a higher rate and she was not able to get the faster Internet speeds.Ms [redacted] states that she received a statement for services in January Frontier has investigated the above statements and offers the following response: Frontier records show that the last report for Internet issues was completed on October 27, 2016.Frontier confirms that Ms [redacted] ’s services were ported out to another service provider in her area on January 3, Frontier advises that the January statement reflects this; however, there was an early termination fee that was billed in errorFrontier advises that an adjustment has been issued for the early termination fee.Frontier spoke with Ms [redacted] on January 18, to review this information with herMs [redacted] is satisfied 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: Customer states that he had internet with Verizon for at the cost of $per monthCustomer states that once Frontier took over his price increased with no change in service and he has been overcharged Customer is requesting a credit on the account that is reflected on his next statement Frontier has investigated the above statements and offers the following response: Customer was transferred to Frontier as a customer during our conversion on 04/01/Customer had promotional pricing ($discount) with Verizon that ended on 03/22/2016Customer has been credited for change in bill charges for April in the amount of $and May in the amount of $23.00, both credits are reflected on his statementsCustomer has pending credit for $which will give him credit back for increase in charges that will be reflected on his September 22nd statementPrice of service went up due to promotion expiring with Verizon prior to being transferred to Frontier, Frontier is extending credit to customer as a courtesy Customer has agreed to having 75/internet with Internet Security for $69.99, per call review with rep that was placed on 08/30/ We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Reba Lawson has experienced as a result of the above matter

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: The Fios 100/internet service was billed prorated charges from August 18th thru October 1st $and month in advance from October 02nd thru November 01st $on the October 02, billing statementCredits totaling $were issuedCredit in the amount of $was issued and posted to the November 02, billing statementCredit in the amount of $was issued and posted to the December 02, billing statement.The Fios 100/internet service monthly recurring charge was billed at $on the November and December billing statementsOn December 14th and 19th I left messages for Mr [redacted] and provided my contact number should he require further assistance regarding this issue 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 matter Sincerely, Stacey MFrontier Executive 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 That statement by Frontier is a pants on fire whopperI made a monthly payment of 0n September 25, which should have been a final paymentHowever, they told me I had to make an additional payment of for alleged delinquent payments which was never trueI made it anyway just to sever all ties with this companyI had never missed a paymentTheir billing was so messed up I had to make frequent calls to request revisions in their billed amounts because they failed to honor agreements they had made to set a monthly bill amountApparently I am not alone in these complaints since I see they have miserable F scores based on consumer complaintsRegards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12543101, and find that this resolution is still pending the outcome of Frontier's final statementI will wait the days to see if I need to create a new complaint in regards to this Frontier has investigated the above statements and offers the following response:Mr [redacted] placed an order to disconnect service on October 18, 2017.There was a delay in the service order posting to Mr [redacted] ’s account causing an additional bill to generate.Frontier final bill processing does take up to days from the date of the disconnection of service.Mr [redacted] ’s account will show a zero balance within said time frame, as this allows for any system adjustments to be corrected Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution, although not what was originally expressed to me by the business as a resolution, will be accepted in an effort to be done with all business interactions with companyI sincerely hope not to receive another bill from this companyRegards, [redacted]

Frontier CommunicationsThank 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 she was being over-charged by Ms [redacted] states she was quoted for services by a Frontier representative in February 2017.Frontier has investigated the above statements and offers the following response:Frontier has investigated and determined that the Verizon Contract is still in place until 10/23/as stated on each monthly statementFrontier has investigated and determined that no changes were made to account #6269631263If Ms [redacted] would like a new monthly price moving forward, Frontier recommends calling into Frontier Customer Service.Frontier has investigated and determined that the following 1year promotions from Verizon displayed the end dates 10/09/– 10/08/16Equipment Promo Term -12.00FiOS Video Promotion Term -49.99We 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: Kellie S [redacted] Department: Executive Consumer Relations

Thank you for referring the complaint of Internet speed to our office for reviewWe appreciate your bringing this matter to our attention The Complaint states that: Mr [redacted] advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from FrontierMr [redacted] explains that although he subscribes to Frontier’s up to Mbps service, he sometimes only receives speeds of MbpsMr [redacted] was requesting a refund on internet pricing due to slower than mgsSpeed provisioned Frontier has investigated the above statements and offers the following response: 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 time Frontier has arranged for a technician to visit property on December 22, 2016, to ensure speed is as fast as able to be provisioned at the property.Frontier spoke to Mr [redacted] on December 21, 2016, advised speeds are sold in a range of to mgsSince he was receiving speeds within that range no adjustment of pricing is needed 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 Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] stated when Frontier took over his services from Verizon his bill doubledMr [redacted] states he was told to pay the bill and when he called the following month it was double againMr [redacted] also states he did not receive out of service credit for his television being out four days in April Frontier has investigated the above statements and offers the following response: Frontier shows we were billing him the same monthly charge that he had with VerizonFrontier has credited Mr [redacted] ’s account $for the four days he had issues with his television service in May Frontier has been unsuccessful trying to reach Mr [redacted] however we have sent out a letter with direct contact information if he has further questions regarding the 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

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] set up a payment arrangement online and still got disconnected Frontier has investigated the above statements and offers the following response: Frontier has reviewed the account and see that a payment was made on August 11, A reconnect order was also placed on August 11, Frontier made several attempts to contact the customer to apologize and to speak to them about the issue, however Frontier was only able to leave a message 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 Revdex.com bringing this matter to our attention The Complaint states that: Mr [redacted] is disputing bill for services not usedFrontier has investigated the above statements and offers the following response: Frontier advises we have credited the full balance of $ on Mr [redacted] account and have advised the collections agency of the credit.Frontier spoke with Mr [redacted] on November 27, and reviewed the aboveWe 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 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 timeFrontier spoke with Mr [redacted] in regards to the aboveMr [redacted] presented no further questions or concerns We regret any inconvenience that [redacted] may have 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: Monthly rate is higher than quotedFrontier has investigated the above statements and offers the following response: February 28, 2017, we were able to speak with Mrs [redacted] acknowledging her concernsAfter further review with Mrs***, it was determined issue was already resolved.February 24, 2014, a credit for $applied to her accountWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mrs [redacted] has experienced because of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms [redacted] is disputing final bill for full day chargesFrontier has investigated the above statements and offers the following response: Frontier policy bills full day cycles with no proration if customer disconnects earlier than end of cycle.Frontier was unsuccessful in reaching Ms [redacted] to review the aboveWe 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

Account has been appropriately credited for an internet outageThe account has had significant arrearage since 4/1/when it came over from Verizon and while collections activities were suspended as a courtesy in 2016, we will now enforce them

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] This was not the total of it all,they also sent me renewal info & said my contract was ending...it had not been 2yrssince our last agreement & they were raising the price.All said & done,once I receive the refund,I will be satisfied to part with them & move on.Thanks to everyone involved in this resolution

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: An ETF in the amount of $posted to the December 02, billing statementResearch determined that the ETF was billed in errorCredit in the amount of $was issuedPlease allow 1-bill cycles for credit to postOn December 07, an order was initiated to disconnect the Fios Digital Voice accountThe Closing and Final billing statements have not generated at this timeOnce these billing statements our office will review the account and issue the appropriate credit adjustmentsThe Bill Cycle date is the 2nd of the monthThe February bill is not accessible at this timeOn January 23, I spoke with Mr [redacted] regarding his concernsDuring this contact, I advised Mr [redacted] that once the Closing and Final bills generate I would review and issue the appropriate credit adjustmentOnce adjustments are issued please allow 1-bill cycles for credits to postI provided Mr [redacted] my contact number should he require further assistance regarding this issue Our office will work directly with the customer 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 matter Sincerely, Stacey MFrontier Executive Relations

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: • [redacted] existing bundle promotional offer increased when transitioned from Frontier from VerizonHe had a bundle with Verizon for Fios Internet, custom Tv and phone for $per month before taxes and servicesService started with Verizon on 11/13/ • Froniter sent the first billing in April and it was $117.23, after an hour long call Frontier agreed to reverse the invalid charges, however the monthly statements continued to increase • [redacted] called Frontier on 11/22/and spent over an hour with a customer service representative who appeared to genuine and tried to find a solutionHowever no one of authority came to their aidThe customer service representative terminated the call advising a supervisor will call them on 11/23/A call was never received • [redacted] recent bill is showing $in charges Frontier has investigated the above statements and offers the following response: • Frontier has found that [redacted] Desia has spoken a customer service representative and has explained that they paying $before taxes and services for their Fios internet, custom tv and phone service • Frontier has found that on 11/30/it was explained to [redacted] that the increase in the bill was due to the product “Fully loaded Entertainment Pack” from VerizonThe promotion had ended and they are now being billed • Frontier has removed the “Fully loaded Entertainment Pack” per their request and has offered months HBO at no charge • Frontier has tried to reach [redacted] with no success • Our expectations is that all customers have a positive experience when requesting assistance with service or billing concernsIn 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 complaintWe apologize for any inconvenience that [redacted] has experienced as a result of the above matter Frontier Specialist: Angela C [redacted] Department: Consumer Relations Telephone Number: ###-###-#### Ex [redacted] Fax Number: ###-###-####

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate you bringing this matter to our attentionThe Complaint states that: Ms [redacted] advises that she paid for services she did not receiveFrontier has investigated the above statements and offers the following response: After a review of the account, we have confirmed that Ms [redacted] ’s services was not the speed at the time of installMs [redacted] has since cancelled her services with Frontier Communications.Frontier records reflect that we have issued credit towards Ms [redacted] ’s account in the amount of $Please allow this credit to reflect on the customer’s bill statement in 1-bill cyclesFrontier has requested a refund for the amount of $ The refund request can take up to days.Frontier representative have spoken to Ms [redacted] and explained the process 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 Manager Telephone Number: ###-###-#### Fax Number: ###-###-####