Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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When I called in August 2019 to cancel the account with Frontier, I was not informed of a contract or a balance that would be due. I then received a bill for $1,266.11 which represents the remaining year contract that was apparently auto renewed that I was not informed of. Since the cost was always going up each month it seemed as though we were not on any type of contract and I do not recall getting any type of notice informing me of the autorenewal via email or mail. From January 2018 the cost went from $149/month to $160/month. We had spotty internet and the wifi would not work through out our 4,000 square foot building this is why we switched internet/phone services.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. states that they were not informed about being in a contract and any auto renewal service. Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s complaint and advises their account was automatically renewed on May 20, 2019. Frontier offers this automatic renewal service as a courtesy in order to allow our customers to continue to receive monthly credit and discounts. Frontier lists the automatic renewal policy on each monthly invoice.
Frontier advises Ms.’s services were ported to another provider on August 16, 2019 and had no prior communication to discuss the account or charges if the services were canceled prior to the end of the term.
Frontier spoke with Ms. on October 24, 2019 and discussed the above information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Christopher C Department: Consumer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is not satisfactory to me. But I feel they will do nothing else for me.
Regards
RONTIER COMMUNICATIONS
FIOS VOICE MAIL SERVICE
Installation date- 10/.3/19
Order - CZ71442900
When service was installed it cut off my ability to receive messages on my answering machine. Instead the messages when to their private voice mail service.
I contacted Gerald- Cust Care- 10-7-2019
He said they kept the phone number from an old Frontier account that I had years before, in their system. This is why my last phone number did not work. I told them just to keep the one they had listed and we would adjust.
I still could not receive messages on my answering machine even though my callers were using the new phone number.
I contacted Ivy Jane- Tech Support- 10-11-2019
I informed her of my problem getting messages on my answering machine. She researched the system and input for their voice mail service to be removed. She said this would happen 10-15-2019.
On 10-16-2019 I still could not receive messages on my answering machine.
I contacted Ray- Tech Support
He said the Fios Voice Service showed still active in their system. He referred me to their Cust Care division to further deal with my problem.
Transferred to Alexis- Cust Care
She said the reason the Fios Voice Serivce was still active on my account was due to a system error where the code was blocked. It had since been resolved. She said the Fios Voice Service would be removed now on 10-18-2019.
I informed her that because of their Fios Voice System that the installer never told me would eliminate the ability of my answering machine to receive calls, I had missed several important calls and had to apologize to the callers for not getting back to them.
I suggested that Frontier give me a credit against my bill for all of the trouble and aggravation I had been through since they installed the system. She replied they do not give credits.
For the reasons above I believe that I have a valid complaint to make against this media provider. They make it very inconvenient to talk to someone because in each instance I was on the phone for nearly an hour.
I would appreciate your involvement in getting this company to recognize their poor customer service and hold them accountable for it.
Sincerely
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises Frontier voicemail is prohibiting him from using his answering machine properly.
Frontier has investigated the above statements and offers the following response:
· Frontier advises the voicemail service was removed from the account on October 18, 2019 and Mr. verified his phone is now working properly.
· Frontier advises the appropriate credit was applied to Mr.’s account.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. 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, and find that this resolution is satisfactory to me.
Regards
MY SERVICE WAS CHANGED TO A NO EARLY TERMINATION AGREEMENT. I SPOKE WITH 3 ASSOCIATES AND A SUPERVISOR WHOM CONFIRMED THIS WITH ME. I AM NOW CANCELLING SERVICE AND THEY ARE TELLING ME I HAVE TO PAY FOR EARLY CANCELLATION. FRONTIER HAS BEEN SAYING AND THEN DOING THE OPPOSITE OF WHAT THEY AGREED ON FOR MONTHS NOW AND THAT IS WHY I AM SWITCHING INTERNET PROVIDERS. THERE SHOULD BE NO FEE AND MY BILL SHOULD BE PRORATED TO THE DATE OF MY CANCELLATION 10/17/19.
Frontier CommunicationsThank you for referring the
complaint of Clarise
*** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Ms. advise she would be billed an early termination fee.Frontier has investigated the above
statements and offers the following response:The customer was enrolled in a 24-month commitment that was scheduled to expire on November 20, 2020. The customer requested to cancel service on October 17, 2019. An early termination fee will be billed when service is cancelled prior to the expiration of the contract term.The early termination fee is valid and sustained.Frontier advise representative has spoken to the customer and provided the above information. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms.
has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Please see attached "response 2.pdf" document.
Regards
The information provided by Frontier is directly related to information obtained during the investigation; which is based on Frontier’s account notes from billing, sales, tech support, and the order history. Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
In August of 2019 we contacted Frontier Communications to terminate our service as we had talked to multiple reps over the past 10 years to address poor or no high speed internet service. Despite multiple tech visits we were told that Frontier was providing us the fastest service they could which was below 1 MB and multiple techs confirmed we were getting around .28 MB of high speed internet, which made it nearly impossible to use our high speed internet. After 10 years of poor service we called to terminate service and were advised at that time that we had an auto renew contact setup that renewed our service with Frontier every 2 years and if we terminated we would be changed a $200 + tax early termination fee. I filed a dispute on this fee as it is unjust to charge a customer to cancel a service that the business failed to provide in the first place. I have since had to make multiple phone calls asking for an update on the status of my dispute and no one can tell me the status other than we still owe the fee and that's once again under review by the adjustment team. I was also told regardless the outcome of the dispute Frontier will not proactively notify us of the outcome and that I will need to continue to call the customer service department to inquire on the dispute. We are looking for a resolution as it seems unethical to charge customers to end a service that was never provided. We're also concerned of this bill going to collections due to no one from Frontier Communications advising us to the status of our dispute.
Thank
you for referring the complaint of *** to our office for
review. We appreciate your bringing this
matter to our attention.A
review of the customer’s August 16, 2019 billing statement determined the
customer was billed for an early termination fee. The customer states she was no longer in
contract. When advised the contract auto
renewed the customer disputed the charge. After
being a longtime customer, the customer disconnected due to inadequate
service. As a goodwill measure a credit
in the amount of $211.00 was applied to the customer’s account.A
refund will be processed to the credit card on file within 3-5 business days.A
Frontier representative spoke to the customer and provided the above
information. We apologize for the inconvenience. We trust this information will
assist you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations
Price keep increasing and after finding a better offer cancel the service the took 2 days to honor my request and after the send me a bill for the month $311.08 when I called get the reason of this balance the are telling me that is the same 1 day or 30 and I need to pay that money
Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of his billing cycle.
Frontier confirms the balance owing due to Frontier is $311.08
Frontier spoke with Mr. on October 22, 2019 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ***/*** 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, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
*** The issue still unresolved when we called frontier to cancel our service was the 11 of the month we asked the representative about future charges and they conveniently withheld the information about the future charges if they come clean and provide us with the right information a will have cancel the service on the 16 of the month
Frontier has investigated the above statements and offers the following response:
Frontier received a port out request on August 11, 2019 due for August 22, 2019.
Frontier successfully ported out Ms. number on August 22, 2019.
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of his billing cycle.
Frontier confirms the balance owing due to Frontier is $311.08
Frontier spoke with Mr. on October 22, 2019 and advised of the above.
Frontier’s position on this matter has not changed.
Frontier did not provide me adequate service on several occasions. They charged me 100 dollars to have someone come out and tell me there was static on my phone in my house and it would be 250 more dollars to get that looked at to which I declined as the problem is off and on. Then service was down and they took 12 hours to restore it on a buisness line. I lost a ton of customers and filed a complaint with FCC to which I had my service turned off. They now are billing me for every motnh despite my lone being turned off
Frontier had received a repair call from Mr. on March 14, 2019 having reported static and intermittent dial tone on his line.• Frontier had sent a technician to the location on March 15, 2019. The technician found that the service was clear to the point of demarcation and that any service related issues were inside the premise. The customer was billed a $100 isolation charge as a result. Frontier has found this fee to be valid and sustainable.• Mr. had contacted Frontier the morning of September 23, 2019 to report a repair concern. Frontier had sent a technician that afternoon. The technician was turned away by the customer.• Mr. contacted Frontier to terminate services on September 23, 2019. The deactivation of services completed on September 24, 2019. Mr. had entered into a 12-month term for his phone and internet service on April 25, 2019. The customer was billed a cancellation fee equal to the monthly charge for service unfulfilled.• Frontier has determined that the cancellation charge of $280.59 billed for services not rendered leading to April 24, 2019 is sustainable.• Frontier has contacted Mr. on October 18, 2019 to advise that the charges billed to his account will stand.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[This is a complete lie. I was told that my account was cancelled after they told me it would be a hour to fix my phone at most and they showed up 6 hours later. It cost me buisenss. The person I spoke to on the phone said that it did not matter and that they would charge me regardless. They charged me just to look at the phone. They offer no guidance or remedy to fix just charges. Worst buisenss I have ever dealt with
Regards
While Frontier prioritizes repair tickets for business, Frontier can make no guarantees on the time of arrival for the field technician. Frontier can only provide an estimate as to when a technician is anticipated to arrive. Frontier was able to dispatch a technician on the same date the repair was reported.
Mr. had contacted Frontier the morning of September 23, 2019 to report a repair concern. Frontier had sent a technician that afternoon. The technician was turned away by the customer.
Mr. contacted Frontier to terminate services on September 23, 2019. The deactivation of services completed on September 24, 2019. Mr. had entered into a 12-month term for his phone and internet service on April 25, 2019. The customer was billed a cancellation fee equal to the monthly charge for service unfulfilled.
Frontier has determined that the cancellation charge of $280.59 billed for services not rendered leading to April 24, 2019 is sustainable.
I place a new residential internet service order and had technician scheduled to install 7/30/19 8am-12pm, received confirmation 7/28 & 7/30 (I have screenshot /documentation) by 1:15p no one had shown up, I spent an hour on the phone, no one could explain why tech didn't show, couldn't locate acct despite giving the order number to multiple agents. Installation was reset for 8/8 1pm-5pm. Received a text on 8/7 at 1:16p that a tech was at my home to install?? I rushed home, there was no one there. (i have text documentation). on 8/7 received text that there was a delay (have text) and a reminder for my appt on 8/8!. On 8/8 I waited for tech at the appointed time, no one showed up. at 7:25p received text there was a delay. Spent an hour and 41 minutes on the phone, again no one could locate acct/new service, Finally talked to an agent that assured me I would not be charged for installation, apologized for the 3 no shows and promised tech would be there on 8/9 between 1pm-5pm. 8/9 tech arrived at 8pm until 10:30 pm, still no service. I had now received a bill from Frontier dated July 1 for $177! I was on the phone with no less than 6 agents from 8pm until 9:59pm to correct this issue as I had no internet service and no installation so how could there be a bill? I was assured again this would be corrected. On 8/10 I received a message from Frontier that "I appear to have missed my scheduled appointment on 8/9"????? I responded that I sat with their technician from 8pm until 10:30 pm and that THEY had missed their appointment. No response. Technician returned on 8/12, 8/13 & 8/14, on 8/15 we finally had sluggish/choppy internet service. On or about September 20, there was no internet service. I dreaded calling and being on the phone for hours, but finally called on 10/2 to inquire and was told service was interrupted for non payment/past due bill. Again after an hour and half phone call and passed around to multiple agents, the last of which rudely told me there " isn't going to be no credit" "pay your bill and you;ll get service"??? At this point it is not even worth another 2 hour phone call, the frustration and aggrevation of dealing with this company. They are incompetent and disorganized . I have been inconvenienced for hours on the phone and have left work on 5 OCCASIONS TO BE AVAILABLE TO FRONTIER!! I am not paying for service I did not receive or a bill for services rendered in JULY when no one ever made it to my home until August 15th!!
Frontier Communications
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
· Ms. states that her installation appointment was delayed and that Frontier was “no show” five times.
Frontier has investigated the above statements and offers the following response:
· Frontier records reflect that Ms. placed an order for internet service on July 7, 2019 and she was given a due date of July 15, 2019.
· Dispatch records demonstrate that a Frontier technician was allocated on July 15, 2019. The technician noted that he reached out to Ms. by telephone and Ms. was not at home. Notes further indicate that Ms. wanted to reschedule and change her installation to a self-installation. The order notes further state that Ms. would call into customer service to make those changes. The due date was moved to July 30, 2019.
· Due to unforeseen circumstances the installation was moved to August 7, 2019 and then to August 8, 2019. On August 10, 2019 the installation was completed but Ms. left the home during the installation. The equipment was left by the door.
· Frontier billing records show that Ms. was not billed for services before the date of completion, billing began on August 11, 2019. There are no additional trouble tickets or orders.
· Ms. was suspended for non-payment on September 30, 2019 and then disconnected on October 29, 2019.
· Ms. will receive credit for September 30, 2019 to November 10, 2019, in on the closing statement of November 11, 2019. Ms. will receive approximately $51.91.
· Frontier did issue a courtesy credit for the October late fee on October 30, 2019.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Donna M Department: Executive Customer Relations
I've contacted Frontier Communications 3 times attempting to remove the "freeze" on my phone number. I want to port my Frontier home phone number over to a *** Wireless cell number. I've been told the issue is resolved and given a ticket number, but it wasn't ever fixed. I called back to then be told there was no freeze on the account. I've went to *** to attempt to move the number to a cell phone; however, *** is unable to do so. I've even called my local Frontier office to be told they can't help and they will transfer me to the customer service center again.
. Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. states that she is having difficulty porting her number from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that an order was placed and completed on October 9, 2019 to remove the Primary local exchange carrier block from Ms.’s account.
Frontier finds no records that we have received any requests to port Ms.’s services out to another service provider.
Frontier advises that several attempts were made to contact Ms. to discuss this issue further but was unsuccessful speaking to her.
Frontier has mailed Ms. a letter with direct contact information if she needs any further assistance.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. 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, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As of yesterday at 4:50pm, I received 1 phone call which resulted in a voicemail from Frontier. I will return the phone call today as it was late when I was able to retrieve the voicemail.
I have ticket number *** from my very first phone call on October 2 attempting to port my phone number.
I also made a very lengthy phone call to customer service on October 16 to ask why my number was still "locked." I have attached a screenshot of the total 34 minute phone (there was a 2 min call but apparently the wrong number) call on this date. The customer service agent said there was no lock on the acct and couldn't assist further.
On October 17, I called my local Frontier office (from my work phone so no record) in Charles Town, WV to be told they can't help me that the customer service center is the only place that can assist. That concluded my attempts to resolve the issue since I was on the phone over 30 mins the previous night with customer service.
Regards
Thank you for referring the rebuttal complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Rebuttal Complaint states that:
Ms. states that she is having difficulty porting her number from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that an order was placed and completed on October 9, 2019 to remove the Primary local exchange carrier block from Ms.’s account.
Frontier finds no records that we have received any requests to port Ms.’s services out to another service provider.
Frontier spoke with Ms. on October 25, 2019 to review this information with her.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
: Frontier Communications $249.74
I do not have this service and will not pay this amount.
Cc: Frontier
P.O. Box 740407
Cincinnati, OH 45274-0407
I have herewith enclosed payments to *** that were to be bundled with this service as well as payments made to *** that were unbundled ref: *** order on 5/15/19. Long Story Short: I ordered service with Frontier and *** the same day, guys installed the same day but services were never connected to each other and never had internet on the TV. Two weeks later, Frontier services were not working and service man came out to fix short in pole equipment. Two weeks after that, services were disconnected for non-payment by Frontier; even though services were bundled. I called and paid $98 to bring current and service was never turned back on. I then took the modem and returned it in person to your office in Sylva, NC. I was given another *** address to send payment with ref no. #***. Please understand that I never had internet service other than the one month and that was sketchy at best.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Frontier is billing Ms. for services she discontinued. Ms. states she does not owe Frontier $249.74. Frontier has investigated the above statements and offers the following response:
Frontier billed Ms. for internet service for the months of April, May, June and July 2019.
Ms. attempted to disconnect her Frontier Internet service on April 15, 2019, however the called dropped and the service order was never entered.
Frontier has issued credit to Ms.’s account and her balance is now zero.
Ms. has been advised via email of the above.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Engaged with Frontier 2 years ago (10/3/19) for Internet only service, FIOS service at 1 Gbps. I was told it was $79.99 including all taxes and fees and the price would never go up. Over the past two years, it went up $5 per year. No big deal.
I received a bill for $219.99 per with a billing date of 9/22/19 stating that the "promotional" pricing period had expired. I called Customer Service on 10/8/19. They told me that the previous person who sold me the service had lied and opened a case. Case #: ***. This case was to retrieve the recording of that call to determine what was said. If the recording indicated the Service Representative made that statement, they would honor it. During the same call, I asked for a credit for the difference between my regular billing and the $219.99. The Service Representative did not have the authorization to issue such a credit and opened Case #: ***. I was told I would hear from them within 3 to 5 business days. Called today (10/17/19) one day after the new billing cycle to inquire about the cases. The Service Representative's name was Deanna. She reported there were emails sent to an email address I have never used nor that is anywhere in my file. She confirmed that her records did not show this never used email address anywhere in my file. I asked to be told what the emails said and she responded she could not read them. I asked about current promotion pricing and she indicated my price is $219.99 as I am not a new customer. I requested to cancel my service which she did very quickly. I asked for a credit for the difference in price between my plan and the $219.99 and Deanna responded that since I had cancelled, there would be no credit. She said "that is how they do it". She finished up by offering me the Cancellation number. By this time she was huffy, frustrated and angry. When I expressed my disappointment in a courteous tone and that I was sorry we could not reach an accommodation she said "yea right" and hung up.
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. states that he was advised that he was offered a rate of $79.99 per month for the internet that would never increase; however, his statements increased $5.00 per year and just received a statement for $219.99. Mr. states he requested an adjustment for the difference in his plan to what he was billed but has not received this adjustment. Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr. was subscribed to a promotion for the Internet service with Frontier that provided a reduced rate of $79.99. The promotion went from September 22, 2017 to September 21, 2019. This information was printed on the statements provided to Mr..
Frontier advises that the current rate for the service that Mr. subscribed to was $219.99; however, Frontier applied an adjustment in the amount of $140.00 for the difference in the current rate of $219.99 to his previous promotional rate of $79.99.
Frontier spoke with Mr. on October 21, 2019 to review this information with him.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
My internet service went down from September 6, 2019 - September 18, 2019. The technician fixed the internet outage on September 18, 2019. I called Frontier Communications on October 4, 2019 to get a credit for time of no internet service. The representative stated we will get a credit for that time period. I received an email the following week stating the credit is in review for up to 7 - 21 days. I don't understand what is there to review when a open ticket was created for a technician to fix the internet. Frontier Communications still expected me to pay the bill even though we were not receiving service. I called Frontier on Tuesday, October 15, 2019 to have them explain the reasoning. Frontier would give me any reason for the review. Frontier Communications is a horrible company to deal with. Thank you.
Frontier CommunicationsThank you for referring the
complaint of ***
*** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Mr. states he was not provided time out of services credit. Frontier has investigated the above
statements and offers the following response:Frontier advise that Mr. was without services for several days. Frontier apologizes for the outage experienced by Mr..Frontier has provided time out service credit to Mr.’s account.Frontier representative has spoken to the customer and advised of the above.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr.
has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager
My husband and I are new home owners in upstate New York. This is a second home not our permanent residence. We are 150 miles from this new home. We have scheduled installation with Frontier Communications multiple times and they never come to install phone (landline) and internet service. Frontier Communications has a sole monopoly in the area. They do not contact you when they decide to cancel. The only way to know if they are not coming is to call them. This new home is in a very rural area and we do not even have cell service there--so it is imperative that we have a landline service. I told them last week that I have a nephew with a heart condition coming for a weekend visit, and need to know that I can call 911 in case of any emergency. The customer service agent could care less and would not connect me a manager to speak with. We have to travel 300 miles for their scheduled appointments that they never show up for. They don't seem to care. We were to be service on October 1, 10, 12 and 16th. No one has ever come or called. We call and they say dispatch cannot make it there and then give us a date for the following week. I told them I cannot keep traveling up and back 300 miles for them to not show up. They still don't seem to care. I feel victimized by them since I have no recourse in another company to hire. Please help me. Thank you.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Ms. is advised of a missed appointment to install her service.Frontier has investigated the above
statements and offers the following response:Frontier apologizes for the missed commitments experienced by Ms..Frontier advises that Ms. has since cancelled her install order with Frontier.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms.
has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager
Bullcrap service. Have had internet for only 1 hour a day if that. Not to mention its mot even an hour all together. Call tech support nothing they can do but send a tech to the house. Tech comes nothing they can do its an outage. Call to get my bill fixed since I have no services and they say they cant fix the issue with my bill until the issue with the internet is resolved. AND they dont know when that will be. Its been 3 months now! Yet I still have to pay my bill. Asked to speak with a supervisor and am still currently waiting on hold after an hour and 4 minutes.
I would rather buy internet from Russia than this company. But Russia doesn't offer internet in my area and Frontier is the only ones that do... we have been waiting for 3 months for internet and still dont have internet and appointments get rescheduled every time and put off for a week at a time. Terrible customer service and I have missed atleast 3 days of work so far, and no techs have showed up yet. Sorry excuse for customer service.
I signed up for service to start on 10/02/2019. When the installer arrived at my residence he informed me that the internet speeds would be >1 mgbs. I told him that that wouldn’t be sufficient for me and to stop the order that was was cancelling service. I called customer care cancelled my service and asked for a refund for the deposit I paid. The rep said the money would be in my account within three days. It is now 10/16/2019 and I still haven’t received my refund. I’ve called two times and both times they said give them three more days.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Customer wants his refund sent out to him. Frontier has investigated the above statements and offers the following response:
Frontier spoke with Mr. on 10/16/19 and advised him that it can normally take anywhere from 7-21 business days for us to fully process the refund.
Frontier has issues the refund for Mr. deposit on 10/22/19.
Frontier has attempted to contact Mr. on 10/28/19 to confirm the refund was received however, Mr. did not pick up.
A message was left on Mr. Voicemail with contact information if he has not received the refund yet.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** 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, and find that this resolution is satisfactory to me.
Regards
I was quoted a price per month when altering my service, was sent an email confirming new monthly pricing, and now they refuse to honor it. I have tried multiple calls getting the runaround each time with some representatives saying I was lying and others giving out false email addresses and not keeping notes on the calls.
The Complaint states that:
Mr. advises that he is disputing his current montly recurring charge for Frontier internet.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we apologize for the inconvenience this issue is caused.
· Frontier advises that our records indicate that Mr. requested his phone service be removed and was offered FiOS internet 500/500 for $50 per month.
· Frontier advises that Mr.’s October bill did not reflect the above referenced change.
· Frontier advises that we removed Mr. phone service and honored the monthly recurring rate of $50 per month for his 500/500 Frontier FiOS internet service. The billing effective date for this change is September 12, 2019, and therefor Mr. will receive prorated credit for the price difference between what he was billed and the $50 recurring charge on his November statement.
· Frontier advises that we spoke to Mr. on October 30, 2019 to advise of the above.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
In September I called customer Service to inquire about internet installation. The same day I was charged $54.00 for a deposit. A tech came out to access on everything on Sept. 30th and I was informed I would need fiber optic. So my installation date was pushed back to Oct. 6. I called Oct. 6th and was informed my new date was Oct. 16, I called again Oct. 10 and was informed my new date was Oct. 15th. I called Oct. 14th and was informed my new date was Oct. 23rd. O recieved no communication what so ever. When I called on the 14th of Oct. I was on the phone for over an hour. The 1st rep O spoke to said He could help and transferred me to Tech support. I didn't need tech support because I didn't even have a solid installation date. I explained all I wanted to do was cancel everything and get my deposit back. He then transferred me to a rep that only informed me that I would have to wait until Oct. 23rd. I explained to all reps I have been waiting for weeks and all I wanted to do was cancel and get a refund. No one listened and no one did anything to help the situation. It's been 3 weeks amd everything including communication has been sketchy.
Thank
you for referring the complaint of *** to our office for
review. We appreciate your bringing this
matter to our attention.On
October 18, 2019, a Frontier representative spoke to the customer and explained
what caused the delay in establishing service to her residence. Previous
locates to locate existing buried cable were incorrect, which caused the delay
in Frontier’s new buried drop placement. After the locates were corrected and
the service was rescheduled, it rained, causing further delay. The
drop will be placed on October 19, 2019. Once the drop is placed Frontier will expedite a dispatch to have the
service installed to the residence. Additionally,
for the inconvenience a $50 credit will be applied to the customer’ account
once the service is installed. The
customer has been provided with the above information. We apologize for the
inconvenience. We trust this information will assist you in closing this
complaint. Thank
you,Amara
H.Executive
Customer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Frontier communications comitted to me in a chat sessions that I have the written text of that our account was closed, had a zero balance and that we would not receive another bill. We have received another bill and they are billing for a discount afforded by LifeLine AFTER our service was disconnected.
Frontier stated in writing we have a zero balance and is not responsive to commitments made by employees to resolve this issue.
Thank you for referring the complaint of *** to our office for review. We appreciate bringing this matter to our attention.
The Complaint states that:
• Mr. advises he was informed he had a zero balance. Frontier has investigated the above statements and offers the following response
· Mr. called on September 11, 2019 to disconnect his services. After listening to the recorded phone call. Mr. said he wants to cancel due to the community he lives in is now offering free services. Representative proceeded to process the order, and informed customer there is a $9.99 processing fee to disconnect.
· In addition customer was billed $8.94 for Federal Lifeline Discount in the amount of $8.94 + $1.00 in taxes, totaling $19.93.
· As a courtesy, Frontier issued a credit in the amount of $19.93
· Frontier made unsuccessful attempts to reach customer.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced because of the above matter.
Frontier Specialist: Kevin S Department: GM Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me as long as Frontier refrains from billing me for any other amount for any reason what so ever. As of 10/20/2019 the account is once again showing a zero balance and offers no commercially viable possibility for Frontier to invent any future charges.
Regards
I have a landline with this company. The long distance is unlimited in the United states. All my family is scattered around Illinois, Florida, Tennessee and Arizona. Frontier recently shut my outbound calls off and I can only receive inbound calls. I am paying $82.90 for this. I am 79 years old and live alone. If I have an emergency the only way to get help is 911. This has been going on for At least 6 months. With no outbound services since August 2019. I can't even call my doctor or pharmacist.
Thank you for referring the complaint of *** to our office for review. We appreciate bringing this matter to our attention.
The Complaint states that:
• Mrs. reported not able to make long distance phone calls.
Frontier has investigated the above statements and offers the following response:
• After further review, our records indicate customer is upset that she is no longer able to make long distance phone calls because she went over the maximum usage.
• Mrs. currently has the Digital Phone Unlimited; which includes residential telephone service with popular phone features for customers who are loo*** for a package that offers exceptional value with unlimited nationwide long distance. However, the maximum usage is 3,500 minutes per month. Customers with substantially more than average residential usage may be required to select another Frontier long distance plan that charges for all long-distance calls or to cancel services. Currently she is only allowed to make local phone.
• October 17, 2019, Frontier contacted Mrs.; which she informed us that she has placed an order to cancel services.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs. has experienced because of the above matter.
Frontier Specialist: Kevin S Department: GM Specialist
We were happy with Frontier until they suspended our service. We paid our bill every month and found they were back charging us for the previous summer when the service was on “vacation” and no one was at the service address. The charges are fraudulent and will not be paid. The account is now in collections damaging our credit.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. is disputing charges billed when his Frontier service was on vacation rates.
Frontier has investigated the above statements and offers the following response:
Upon investigation, Frontier applied a credit adjustment to Mr.’s account for the Directory Non-List monthly charge along with the late fees and taxes while the service was on vacation rate from 10/22/18 to 1/22/19.
Frontier advises the amount remaining are for services provided from 2/01/19 through 4/30/19.
Frontier advises that the account has been terminated.
Frontier communicated the above information via email and provided direct contact information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter