Frontier Communications Corp.

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 he accepted a settlement offer on his final account However, he did not receive the confirmation email he was promisedFrontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] ’s account is zero balance An email confirming that the account is considered paid in full was sent to Mr [redacted] on January 19, 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 review We appreciate Mr [redacted] bringing this matter to our attention.The Complaint states that:• Mr [redacted] states a Frontier salesperson came to his door and offered him Internet and he advised he would talk to his roommate but did not agree to set up services Mr [redacted] states he received separate confirmations to install service and cancelled them both• Mr [redacted] states he received a bill for Frontier services and has never had the service• Mr [redacted] wants the charges removed Frontier has investigated the above statements and offers the following response:• Account records show a new install order was written by a door to door agent on 12/2/ Account review shows the order was completed 12/24/ • Account records indicate Mr [redacted] contacted Frontier on 1/11/after receiving his initial billing statement from Frontier, and advised that he never had services with Frontier The Frontier agent issued a disconnect order that same day back to the date of order completion on 12/24/16.• Frontier will follow up on the 2/1/closing bill statement to verify Mr [redacted] ’s is credited for all charges and the account reflects a zero balanceWe 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.Sincerely,Frontier Executive 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 belowBased on the response that Frontier made to you, I do not accept their answer Also, Frontier make reference to a man named Mr [redacted] , I don't know who that person is.Today I received a call from a person named SaraShe told me that they can not eliminate the contract charges and that I have to paid them She said that when I selected different channels in Verizon, that automatically means a new contract Verizon never told me that I was adding a contract, their advertisement was to make any changes to your selections with no contract Because I did not have a contract with Verizon, I would like for them to eliminate those charges Regards, [redacted]

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 that he has experienced issues with his Internet service from Frontier Frontier has investigated the above statements and offers the following response: Frontier advises that a repair was completed on February 7, 2017.Frontier issued an adjustment in the amount of $for the loss of services.Frontier spoke with Mr [redacted] on February 8, who confirmed that the services were working.Mr [redacted] is satisfied 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 rebuttal of [redacted] to our office for review We appreciate Ms [redacted] bringing this matter to our attention The Rebuttal states that: Ms [redacted] advises that she has a billing discrepancy with FrontierMs [redacted] advises that Frontier owes her a total of $in credits for the amount that she had been overcharged for the past monthsFrontier has investigated the above statements and offers the following response: Frontier advises that after Ms [redacted] set up new service with Frontier, the promotional discounts did not get applied to the account, which resulted in the customer getting overbilledFrontier advises that the dollar amount of credit issued to the Ms***’s account in between the billing cycles of April and December totaled $305.41, as a result of the billing errors previously mentioned.Frontier advises that an additional $in credits was issued and applied to the customer’s account for the January and February billing cyclesFrontier spoke with Ms [redacted] on February 14, and sent her an email with a detailed summary of all the credits that had been issued to her account 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 experienced missed appointments for repair.Ms [redacted] states that she has experienced billing issues and service issues with her Frontier services since April of Frontier has investigated the above statements and offers the following response: A review of this account shows that Ms [redacted] had trouble tickets completed by Frontier between November and December 6th These tickets were placed to address service issues with both Ms [redacted] ’s telephone and internet service issues.A Frontier representative has spoken with Ms [redacted] and confirmed that her services are currently in working order.A Frontier representative has issued a credit in the amount of $for time out of service and missed appointmentsAn order that was placed on Ms [redacted] ’s account in July of completed in error, causing Ms [redacted] ’s billing to be incorrectA total in adjustments in the amount of $have been issued to Ms [redacted] ’s account to offset incorrect billing.A Frontier representative has placed an order to correct Ms [redacted] ’s monthly billing charges going forward.Ms [redacted] has been provided with direct contact information for a Frontier representative if she requires further assistance.A Frontier representative has spoken with Ms [redacted] and confirmed that she accepts these actions as resolution for her 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 Ms [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: Please note that Frontier bills for a full month of service not partial or prorated months.Customer were notified on the June billing statement that the Fios Digital Voice Terms of Service were updatedIn addition, subsequent notifications were included in the August and September monthly billing statementsFrontier advises that the customer was billed for services and received discounts in advanceThe manual credit adjustment of $was back to the date of disconnection November 10, The remaining balance due of $is sustainedThe customer submitted payment in the amount of $bringing the account balance to zeroOn February 22, I spoke with Ms [redacted] regarding her concerns We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [redacted] may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

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] advises that he has been experiencing intermittent speed and connectivity issues with her Internet service from FrontierMs [redacted] states that she has experienced long hold times when calling Frontier for assistanceFrontier has investigated the above statements and offers the following response: Frontier advises upon reviewing the account our records indicate Ms [redacted] service has been repaired.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 advises upon reviewing the account our records indicate a time out of service and a missed appointment adjustment has been applied to the account.Frontier strives to assistance our customer in a timely mannerFrontier advises on February 12, Frontier spoke with [redacted] and advised her the current balance on the account, and apologized for her experienceWe 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 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] advises that her Visa card was over charged $by Frontier and refused to refund her cardMs [redacted] also stated she was double charged for her servicesFrontier has investigated the above statements and offers the following response:Per Frontier records, Ms [redacted] payment of $was reversed back to her credit card on December 4, 2017.Frontier records also reflect that a billing error on Ms [redacted] ’s bill showing double charges for her servicesAs of December 11, 2017, Frontier has issued credit for those charges in the amount of $Please allow this credit to reflect on the customer’s bill in 1-bill cyclesFrontier representative have spoken to Ms [redacted] and advised of the payment reversal of the $and the credit of $on her accountWe 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 reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms [redacted] advises that the busy redial feature is not working on her telephone line Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms [redacted] on August 7, and assisted with the correct process to activate and deactivate busy call redial 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 rebuttal of Ms [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Rebuttal states that: Ms [redacted] states that the High Speed Internet service has been very bad Slow speeds and frequent disconnects Ms [redacted] is not happy that they are paying for service and not getting what they are paying for Ms [redacted] also feels that Frontier knows they are the only provider in this area available and they will never fix the problems Frontier has investigated the above statements and offers the following response: Frontier has tried calling the customer to discuss the situation and has only been able to leave messages for her Frontier called on 02/20/17, 02/21/and 02/22/at 217-674-and left messages for Ms [redacted] This is the number that was listed on Revdex.com complaint as the can be reached number Frontier sent a letter to the customer at P.OBox 175, Latham IL on Wednesday February 22, 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: [redacted] is disputing her bill for services from FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that the account has been adjusted to a zero balanceFrontier advises on February 20, Frontier left a voicemail for Ms [redacted] advising of the above mentioned.Frontier advises Ms [redacted] has direct contact information to 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 advises Mr***’ account started with Simply Ultra HSI and was upgraded to include telephone and Frontier SecureFrontier advises Frontier Secure was removed and fully credited.Frontier advises when the telephone was requested to be removed, an isolated system error caused Mr ***’ internet speed to be reduced down from Ultra to MaxFrontier has corrected the account and upgraded Mr***’ speed back to UltraFrontier spoke with Mr [redacted] November 7, and advised of the aboveWe trust that this information will assist you in closing this complaint We regret any inconvenience that Mr [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 [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises she was billed a cancellation fee after a speed upgrade and billed multiple times for purchased equipment Frontier has investigated the above statements and offers the following response: Records show on statement date September 16, Ms [redacted] was billed $for an early termination fee and $for an [redacted] & In home Installation.On bill date October 16, Ms [redacted] was billed $for an [redacted] & In home Installation.On bill date November 16, Ms [redacted] was billed $for an [redacted] & In home Installation.Research shows on October 25, credits totaling $were applied for the early termination feeOn February 1, credits totaling $were applied for the [redacted] & In home Installation, billed in October and NovemberPlease allow 1-bill cycles for the credits to reflect A Frontier representative spoke with Ms [redacted] who indicated satisfaction with the 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 Frontier Specialist: Amy B [redacted] Department: Consumer Relations

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] No 100% satisfied but I will except what they are giving me and called it closed Next time it happens I will just find a different Internet supplier

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.As of this very moment, October 20,at 3:53pm my bill shows I STILL OWE $ Clearly they have NOT credited the phone calls I was double billed for! Regards, [redacted] ***

Revdex.com spoke to consumer who responded on behalf of the business:This complaint has been resolvedThey came out and performed the services

Frontier has investigated the above statements and offers the following response:Frontier reviewed and determined that promotional charge back occurred.Frontier issued an adjustment of $in regards to the above, resulting in a zero balance.Frontier advises that the account was disconnected as of July 6, with an effective date of June 20, 2017.Frontier’s records do not indicate, at this time, that the account was subject to outside reporting 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 Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] would like Frontier Internet service but has been advised that Frontier Internet is not available in her areaFrontier has investigated the above statements and offers the following response: Frontier advises that Internet service from Frontier is not available at Ms [redacted] ’s location at this time due to no Internet ports being availableFrontier spoke with Ms [redacted] and explained the information aboveFrontier currently does not have a time frame as to when facilities will be available for Ms [redacted] We trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter

Frontier advises that Ms [redacted] requested to add phone service on an existing account, ###-###-####, on July 12th A second order was placed at this time to port in ###-###-#### from another service provider Ms [redacted] was advised that follow up would be done to change the number on her existing account to the number being ported inFrontier advises that on July 19th a representative placed an order to disconnect the existing account, ###-###-####, effective July 21st; however this should not have occurred until the port in order was completed An attempt was made to reschedule the order for July 25th and again for July 28th; however another number was already installed in its place Frontier advises that Ms [redacted] called on July 21st advising that she had lost service; her number was supposed to have been ported to Frontier; and she was given a temporary number The representative found no record of a temporary number being issued; therefore placed an order to re-establish phone and internet service with telephone number ###-###-#### Frontier advises that the port in order was delayed due to missing information that was necessary to request the number for MsSmith’s current service provider The information was obtained from Ms [redacted] on July 21st and the port in order was completed on July 28th The temporary account, ###-###-####, was also disconnected at this timeFrontier has issued credits totaling $on account ###-###-#### for a missing promotional credit and service dated July 22nd through July 28th Ms [redacted] will also be receiving prorated credits on the August 22nd bill for services dated July 29th through August 21st Frontier has adjusted account ###-###-#### to a zero balance due to the existing account being disconnected in error Ms [redacted] will see the adjustment on the August 28th billFrontier has issued credits totaling $on account ###-###-#### waiving the Installation, Connection, Shipping/Handling charges and for a missing promotional credit The account balance has been reduced from $to $and the missing promotion has been added on the accountFrontier apologizes to Ms [redacted] for the inconvenience