Frontier Communications

I called Frontier to cancel service back in February 2019 but they continued to bill me and say that I owe them money. When I called to question them they could not find any notes regarding my call of cancellation. I have been on the phone with them at least 2 times a month as I was told that they were checking on things and to call back. Today, a representative said that she could indeed see where I had called with the cancellation request. In the meantime they have sent my account to collections for non payment. I have been on the phone with them at least a couple times each month since then trying to get things straightened out. Every time they kept telling me that they needed to research the issue and to call back in a few weeks, which I have done. However, on Saturday, I received a notice from a collection agency. They continued to bill me after I called and cancelled my service and have marred my perfect credit with their mistake. I have all the paperwork and notes I made of my conversations with them. I would be happy to see someone in person with my files if it will help to this resolved.

In July I called frontier to change my internet plan. My current 2 year contract was up in August of 2019. When I spoke to a representative that told me I couldn’t keep my current bill because that was a new customer promotion. He then told me I can get a 40$ plan and go up from 25 to 45 mega bites. He told me my bill would be $45.00 and some change. Well on 8/12/19 I authorize frontier to debit $45.16 out of my account for my payment. On 8/13/19 I noticed 2 payment taken out of my bank account. I called my bank to file an ACH dispute. They were able to retrieve one amount of $45.16 back. I thought this was settled. I got my bill in August and it stated I owed 87 dollars and change. I called in August September area explained the situation was guaranteed a call back by Jane. She never called me back. I spoke with Nadia on 10/7/19 and she transferred me to Ureka. Ureka gave me an attitude when I asked for the call to be pulled and listened to and that I wanted a manager call back. They are trying to tell me my bill now $68.00 a month. This is awful for a business to run this way. I signed up with this plan in July being told it was a 2 year contract. I’m being told today 10/7/19 that my contract ended in August 2019 . How is that possible?! I just signed on to a new 2 year contract.

This email serves as written notification pertaining to the account number of : ***-5.This account has been included in bankruptcy proceedings filed 10/4/2019. Please see attached documents to update all account information pertaining to this account.

We have been attempting to resolve the balance to no avail as the owner has been on active duty military service since February 12 2019 of this year and recently returned in August 2019 as being delayed to return home due to requiring medical clearance in order to be release from service. There was a dispute submitted for the balance in which was denied. We would like to continue service with Frontier as there are NO OTHER carriers in the area that we can utilize due to FRONTIER being the only carrier authorized in the area.

Under the SCRA military service members have special protections and provisions allotted by federal law that prohibits adverse action against credit balances owed while on active duty and affords opportunities in addition to relief efforts as it relates to debt collection which includes Bankruptcy protection in order to resolve debt collection related matters.

Please note that the balance on the account $2889.50 has been included in the bankruptcy proceeding as we also placed the account on hold with the collections department as of 10/7/2019 so that services will not be disconnected or terminated as we are expecting to pay the balance due of $289 on October 28, 2019 and have the services restructured for new package offerings as this was not afforded to us initially. the bill should be around $250 per month not $439 each month and has forced us into bankruptcy in order to prevent our services from being disconnected to cure balance.

Please let us know the necessary documentation required in order to resolve this matter and cure this account BK number is *** Respectfully Submitted

On 9/6, we contacted Frontier to cancel out account because after our previous plan had expired, our monthly fees went from $249.60 per month to $412.86. We ended up signing up for a new plan for 1 year at a month rate of $225 plus $75 upgrade charge paid over 3 months. We were told that our September bill would be prorated since we signed up for the new plan. Frontier is claiming that because they could not come out to do the change the connect at their hub until 9/16, that we're responsible for the old rate from 9/6 through 9/16. They have not adjusted the September charge of $412.86 and instead have just added it onto October's bill. The way the charges are reflected, we are being over charged for our service in September. We have an email from our order that confirms that our bill should be $218.24. The have refused to acknowledge any of this and have place our account in collections. Their online chat tells us to call their 8101 number but when we do, it sends us directly to collections and we cannot talk with Customer Service. The Collections department says they cannot help us and tells us to call the same 8101 number. We would love to pay our bill but only for the correct amounts. We're asking Frontier to correct our September invoice to account for the new plan we signed up for on 9/6.

after spending 3.5 hours on the phone with 5 different people it was insisted to me that they could provide internet service to my area. I even got a callback from them for setting up the appointment to install. THEY TOOK ALL OF MY CREDIT INFORMATION, SS#, BANK # SO THEY COULD FIRST DO A CREDIT CHECK. After all of that, they now say that they cannot service this area. I have a great concern that I am going to have my credit information STOLEN and used by them or someone that works there.

I had my service cut off on July 15th 2019 b/c I was moving to a new residence. I was unable to get service at the new place due to personal issues(dogs loose in yard and money). Once I requested new service with Frontier it took 2-3 weeks to actually have service b/c a new line had to be dug and then a serviceman had to come out after line placed. When I rec'd my bill I was being billed for the period of time that I had NO service. I have made MULTIPLE calls spending hours on the phone explaining that there was at least a three week break in service YET I continue to be billed for the ENTIRE period when I did NOT have service. My service was turned off on Sept. 20th 2019. A few days later when the serviceman came out to check the box and reconnect service, he had trouble and made a call to Tech support at which point a new email address had to be set up. There was an issue on Frontier's end where the accounts were mixed up between the previous address and the current address. Nothing has been resolved and I had to pay fees to have service reinstated and the acct is still not current.

Frontier cut off my service on approximately August 25 but are billing me through Sept 9. Customer service promised a credit for this and a corrected final bill. I did not receive and again contacted them for adjustment and corrected bill but still have not received. They are horrible to deal with and transfer you from person to person because they cannot determine who you need to deal with.

I was told they had new VANTAGE service in our area and that we could get higher internet speeds. They had a difficult time connecting it and said we could always go back to DSL at no charge if VANTAGE didnt work.

Well it does work right...it goes out constantly. We finally got one tech who came out and said line 2 ( one of the pairs) drops signal and starts causing errors which in turn shuts our internet service off. No one seems to be able to fix this ( we've had 5 or 6 techs come out so far)
My mother is in hospice and when the internet goes out, so does the phone. We were without all for 10 days straight. They got it back up and it failed again.
Finally the shut down line 2 and the internet stays up just fine, but were are only getting half the speed and paying for double.
I called today because the tech hasn't shown up yet to work on it, and I wanted to go back to DSL (it's slow but atleast consistent) and they informed the that I can never go back, that I'm stuck with VANTAGE that half works....

I called Frontier because I was having an issue with my internet speed on my tv when I was streaming. I knew somehting was wrong, so I went to my room when I have a desktop computer and ran a speed test and the results were 6 download/ 26 upload and I'm paying for 200/200. I opened a ticket to have Frontier resolve the issue. The service person came, replace the router and the tv issue was resolved. I took him to the desktop computer and I was still not getting 200/200 and he kept insitting that it was my computer and I kept telling that it was not. Anyway, I settle for what I was getting and a month later the speed went up to what I suppose to get. Attached is print screen test of the speed the computer is getting. Maybe it wasn't the router after all, but there was something wrong in the street that was corrected.
Well, to my surprise when I received my bill it show $85.00 service charge. I called Frontier again and spoke to Kimberly to correct the issue. I explain what happen the service person did to resolve the issue, but wrote down that the problem was my computer. I asked to speak to the supervisor, but Kimberly came back to me and related a message from the supervisor Kayla. I tried doing what she said, but was unable to do it.
I'm turning to you because the people in Frontier are using what the tech wrote to refuse my claim and are not hearing what I have to say. Hopefully you can resolve this issue by the 25th. Thank you.

Upon having our internet service installed in June, the main line from the road was damaged. The technician installed a temporary line across my front yard that would be buried and repaired in approximately 2 weeks. Here we are 4 months later and the line has still not been buried and installed correctly. I have made multiple calls, emails, chat sessions and most the time get ignored with no resolution. A few days ago (Friday) the line was damaged and now we have no internet at all. I contacted them that day to set up a trouble ticket to have at least the temporary line fixed for today (Monday). The technician called from a restricted number, that I do not answer, and said he would be contacting another company about having the permanent line installed, nothing about coming to fix the temporary. Did not leave a call back number and never showed up to my house to complete the service. I called into Frontier, waited the normal 20 mins and spoke to a rep who consistently put me on hold and then put me back into the hold queue to start the process over again. Again we wait for 10 mins and then start all over again. During this time I use Frontier's chat feature to try and get a response. 20 minute wait and I finally reach someone. I tell them the whole story and long story short when they are "scheduling" the chat gets ended with no resolution. Finally after the 3rd person talked to on the phone we have an appointment for 2 more days from now to have the temp line fixed. This whole time we have no internet which is more difficult because I work from home with a company in California and I am completely computer based. I have attempted everything with this company including multiple emails and phone calls to the Executive Office of the President and get blown off. I do not know what else to do. I have been told by their employees that they do not care about their Rural Customers because there is no money in it and we have no other choice for internet. I do not know if you would be able to do anything, but if it helps another family not go through this nightmare I would be happy. I am sure I have left some things out I am at the end and can barely think straight. Thank you for your time.

Yet another complaint on frontier. Sept 16 work order put in for transfer of service on sept 27 . Was told no problem just have to flick a switch and you’ll be all set . Sept 26 very rude lady calls and says can’t be done because the town you’re moving to only has fiber optics . Untrue . Work order goes in for oct 3 . Get a text oct 3 that tech does not need access to house , next text (call) tech on way , another text job in progress, another text job complete! Yet still no internet. Call frontier and oh I’m sorry we’ll give $25 credit they’ll be there first thing oct 4 . Oct 4 credit removed because if they give credit then tech charge is $75 for self installation. Oct 4 new call work load too heavy tech won’t be there until oct 21 ! Now a $50 credit but still charge $75 for tech! Got tech charge removed in meantime was told have to pay October bill before we can move internet, so now bill paid and still no internet until end of month if lucky !

On 8/5/2019 I called to cancel my Frontier service that included my internet and land line phone.On 8/6/2019 I received a bill from Frontier for $67.59. This is for the billing cycle for August 2019. The dates the bill covers are 8/3/2019 -9/2/2019. On 8/7/2019 I called Sheila about a adjustment on the bill since I was no longer a Frontier customer after 8/5/2019. She told me to hold off and wait for the next bill the first week in September which will be adjusted.So on 9/6/2019 I receive the August 2019 bill again for $67.59 ! I called Frontier again and after a 45 min. hold time I spoke to Michele who after 20 min. tells me that she can't help me because I'm no longer a customer and refers me to Mariam in collections. Mariam says all she can do is take the full payment of $67.59! So ended the call with Mariam because she wanted to send me back to billing.On 9/6/2019 I sent a check for $10 which I thought would be fair for 8/3- 8/5 service. I also included a letter explaining myself the same as I'm doing now. On 10/4/2019 I receive a bill from Frontier for $57.59. from Frontier National Collections Center with a threat to my credit if I do not pay the bill! On 10/4/2019 I sent a check for $57.59. This is how Frontier treats a customer who always payed bills on time for over 40 years total including Frontiers previous owners *** )

Frontier internet has been down for 2 weeks within a one month time span. I demand a credit

I have not had service of WiFi working at house for last several months. I have made numerous complaints and attempts to get fix in place. At time the wait is well over the time I am quoted to wait. Scheduled repair men do not show up but I get text alerts saying they are on way , here, working on problem but no one ever show to address. I’ve lost work hours and had to reschedule. Still no internet service or WiFi available. But yet I get a monthly bill for service. They tell me tree down but I have not had service for months. Horrible service. Horrible customer service. Horrible situation.

Our landline has been in and out of service from October 1st thru October 3rd. We have not had any service since then. Attempted to contact Frontier and am unable to get past the auto phone system. The first 3 days, I did receive an auto phone response that I would be connected to a technician, followed by a recording the phone would be fixed shortly, goodbye, then disconnected. When I called on the 4th, I didn't receive a message regarding a technician, just disconnected. This line is not the only landline without service in the area. However, this phone is a business phone, the erratic service is not acceptable.

We are a military family my husband is currently overseas it’s IMPORTANT that we have WiFi not only that it’s important that I receive service I am paying for!! It’s absolutely ridiculous what we’re having to go through.

I called Frontier Monday September 16th and scheduled the earliest appointment for the 18th. On the 18th I received a text that the technician was arriving. The technician gave me a call his number is *** he proceed to tell me that he was at a business on a street called “Central” and when I said that is NOT my address he said he couldn’t come because he can only go to what’s on his order. Ticket number ***. EVERY appointment after this I verified the address to make sure it was correct!

I made another appointment the earliest again for the 19th. A technician came out and exchanged the boxes. That very same night the cable went out. Called frontier to do trouble shooting and it was back.

WiFi went out again on the 25th however I was out of town and my kids were out of luck. On the 26th I called and made an appointment for the 27th
Ticket #***. I received a text saying that the technician was outside and that I would be contacted. I went outside to find NO technician. I checked outside periodically and NO technician ever showed. Come to find out they were sent to central AGAIN! I’ve never even lived on a street called Central. How does this keep happening?

Scheduled an appointment for the 28th ticket number 4480462. I take off work for this!! NO SHOW! The same technician from my first missed appointment contacted me and said that not only was he sent to the wrong address that he’s a fios technician he couldn’t help me anyways.

Schedule an appointment for 30th. Ticket number *** technician named Angelo shows and read good numbers for us. Matters were resolved.
WiFi was in and out had to contact Angelo again directly.

WiFi has now been completely out since the 4th

During one of my arguments I was told that frontier had our information in wrong. In one system it showed a different address and that’s why the technician were being sent to the wrong place. A frontier person even argued with me about the amount of times I said someone came out because it didn’t show that on my profile but mind you I have all the text documentation with the ticket numbers. When confronting Frontier about a no show I was told that I didn’t have an appointment scheduled and then once I gave the ticket number it was found on another profile. Possibly the one matching the address that does not belong to me?

I have had nothing but issues regarding my switch to frontier internet service. It has never worked as advertised and I have spent numerous hours on the phone trying to get the service to work. After talking with tech support and customer service several times, I reached an agent who had a solution to my internet problems. All I needed to do was to upgrade to the 500/500 service and my problems would be fixed. Frustrated I agreed to get have a tech come out and they scheduled one for about 10 days down the road. A few days later I called back and went through the diagnosis process again to fix my slow internet and told them. I am not paying for a tech to come out and upgrade my service I just want what I paid for working. They then filed a trouble ticket. On the day of my appointment I waited my 5 hour window and no one showed up. I called back and after being on hold for about 45 minutes they had been in contact with the tech and he would be here with in the hour. When he arrived he was very knowledgeable and told me the reason he did not come out was because it was only supposed to be a software upgrade and not a visit. He then realized I had several issues he fixed to get my service running a little better. He told me he updated the trouble ticket and I would not be charged the $75 service fee. He also told me that the reason for the slow internet was the system was overloaded and it was as good as it would get. He said they have a new hotspot coming in the next couple months your internet will not be great until then, but when this comes out you will be very happy. I have been holding out for this better internet service and I am past the part of ever expecting my internet to get any better. However I am not being bullied in to paying a fee. When I noticed the charge on my bill I called and spoke with a women and explained to her what had happened and she said if I switched back to the 200/200 she would credit me back. I told her that was not fair, it is not even 200 currently and it is advertised as 500. I also told her what the tech had told me and she said he is not authorized to do that so and the charge is valid. I requested to speak with a manager and she told me one would call me back in 48 hours and the call never came. I called back and spoke to a rep who agreed to credit the charge back and, not to worry about the charge. The charge was never taken off. I have had several conversation with reps and no one is on the same page. Most recently I spoke with a rep that escalated it and I will receive a call in 24 hours, although I do not have much faith in the system.

My wife and I bought our first house in mid to late May. We were moving on May 25. I called Frontier communications on May 23 to check the possibilty of having service transferred to our new house. Unfortunately I learned that the FIOS internet was not available at our new house. I informed the representative that we would have to discontinue our service on 5/26- the day after our move. The customer service rep was helpful, polite, and even instructed me where to retutn the equipment. I returned the equipment to the specified location on June 4. I have a receipt from the equipment return and record of the call. In late June, I went online to settle the account and found that I had been billed for 58 days of service beyong my discontinue service date of 5/26. My account cycle on the 23rd of each month and was charged from May 27 to June 23 and from June 24 to July 23. Upon making my first call, I was informed that my stop service date had been input as June 26 rather than May 26. Though they saw record of my call and that I had returned my equipment on June 4, I was informed that there was nothing that could be done about the bill. When I asked to speak with a manager, I was informed that one was not available. I called again about a week later and spoke with another represenrmtative and they empathized with my situation. They assured me that the ywould escalate my situation to a supervisor who would call me back within 1 to 3 business days. I never heard from the supervisor. I called again and the representative I reached trued to escalate the matter again. I went on their Facebook page requesting assistance. After an hour of messages between myself and their representative, I was informed by the representative that they could not assist with coming issues and instructed me to call the same number I had previously called and gotten no assistance. A couple of weeks ago, I posted on their Facebook page about my situation. A representative threatened to block me if I did so again. That representative got another representative in touch me to supposedly help. After over a week of emailing with her, she informed me that she could not find record of the call I made on May 23. I find that hard to believe as it has been nearly over 4 months since the call and two other representatives with whom I had spoke had found and accessed it. The situation I have besides with them being dishonest is that they have sent the bill to collection. I have informed them several times that I am more than happy to pay the $67 I owe for service through May 23 plus the extra 3 days at $3 a day. I have even informed them that if they don't pro-rate for days and only charged for full months, then I would pay them $135 for service to May 23($67) and for service to June 23 ($67)- since our request to discontinue service was for a date after 5/23 and a new service month had begun. I asked them to update what I owed so that I could log into my online account and pay it. None of the 7 representatives had the authorization to do so and were unable to get me into contact with someone who had authorization. Now I find myself receiving collection letters for a $203 bill despite all the attempts I have made to pay what and only what I rightfully owe. I am hopeful you may be able to assist me in this matter. I would be more than happy to supply a copy of the receipt of returned equipment, email exchanges, messanger exchanges, and calls I have made if it is helpful. My account number with Frontier is:
***.

Ordered internet service and was to receive self install modem kit. Took couple of weeks to get modem, although service tech had come out and hooked up service outside my house right away. Hooked up modem, it didn’t work. Spoke with woman on phone for an hour. She couldn’t get it to work and had to order service tech, which wasn’t available for a couple of weeks. Finally comes out and fixes issue, service was slow and very choppy, so I cancelled it immediately. Had the actual service for approximately 1 week. Cancelled on 7/17/19 and woman put in a disputed and told me to call in a couple of weeks to check on it. Made MULTIPLE calls and spoke with rude customer service reps who told me it was still in dispute and to call back. Keep getting bills for $82.64 FOR 1 WEEK OF CRAPPY SERVICE. just called again and was on the phone for 51 minutes, and told it’s against company policy to offer credits EVEN THOUGH IT TOOK WEEKS TO GET ACTUAL SERVICE THAT I QUICKLY CANCELED. horrible company. Very frustrated with them.

I was a customer of Frontier in Illinois for phone and internet service for 20 years since they bought out service in my area from ***. A few years ago I dropped my phone and only had internet. I always paid my bill automatically from a credit card, so my account was always current.
On 6/5/2019 I moved to Florida. I contacted Frontier on the previous day to cancel my service. I expected to get a small refund for the unused amount of June.
In Florida I received instead a bill for July. I called them and was told to ignore the bill. Then a month later I got another bill, this time for July and August for double the amount. Again I called and was eventually told that I didn’t owe the bill.
Today I received a collection notice from a collection agency saying I owed the erroneous double amount.
In the calls to “Support “ I often had to wait 10 minutes on hold. When I did reach someone, often it was someone who barely spoke English, and they were with in a bar or a boiler room style call center. It was so noisy I could barely hear. When I reached these centers, I always got erroneous explanations about why I owed the bill. They would not put me through to someone who could figure out what was going on. They always said if I wanted to speak to someone else, I would have to hang up and call again. Every time I did call back AND reached an English-speaking person with a quiet background, I was able to get them to understand the problem and tell me to ignore the bill. However, at this point it is is collections.
I will never do business with Frontier again. The only reason I stayed with them as long as I did was because they have a monopoly on land line service where I used to live. Fortunately I had other choices in Florida.