Frontier Communications

My monthly bill has just changed on me. And according to Frontier they said I called to make this change with a representative, by the name of Amy with ID# *** in offline, on August 26th.
I did not do such a thing at ALL and I urge them to pull up the recorded conversation and show me proof that I called and made such a change.
I called to get the bill back to what it was before and they said they cant offer it to me anymore. I am very aggravated because when I called yesterday they said they can't get that plan anymore because I called to change it on August 26th. This is a huge lie and I did not do this. They cant give me a proper explantation when I called yesterday.

Today is 10/02/19, we have been without our business phone since 8/16/19. Several calls were made to Frontier Communications with complaints that we are a business and now have no business phone. There has been no time limit given as to when we will have our phones repaired. They have not offered any help to us or reduced our monthly bill for not having our phones repaired and a business without fax or business phone suffers!

I Called frontier to get posesion of a land line phone number owned by my family for over 10 years originally through ***. *** sold posesion to frontier. 1st sales rep informed me that an account has to be set up to port out the phone number around june. Set up a dummy account that costs $32, but assured me that I would not be charged. This was supposed to take 3 days but because of multiple customer service reps not knowing their own software, this process too 4 or 5 weeks after been told to wait a week or so by each rep, claiming to have fixed the problem. When I got the bill in the mail they tried charging me 118$ for an account that I should not have had any charge for. I never made a single call through them or even hooked any phone up. Out of the 10+ reps I called over the next 2 months not a single one was helpful. At the begining of August I filed a claim and revieved a claim number for a frontier rep to listen to all of the phone recordings. I was told to wait a month and not do anything till then. I waited. September came, and I called to confirm the claim and was informed the claim number didnt exist and I was taken to collections. I imediatly called the collections agency and they filed a claim. Once again I was told to wait 2+ weeks. Called again today October 2nd. Frontier never responded yet again. This will affect my credit in the 10th...

I discontinued my service after a conflict over service. Frontier did not discontinue my service, even though I had already gotten new service with a competing company. I called several times. The last time I called, a *** customer service rep even stayed on the phone with me. We talked to a Frontier rep for OVER an hour. I was assured that it was Frontier's error and that a credit would be issue all the way back to May 16th. Several months have gone by and now they have referred me to a Collection company and increased the balance owed them by over a hundred dollars! I should not owe them anything!!

They gave me a quote for internet service of $50 for 500mbs/500mbs and sent a email confirmation with it showing for my record, the first months bill was $136 I called to get corrected and was bounced around to 3 to 4 people then they said they would get it taken care of. Never did. 2nd month $106. I've called many times to the direct line and extension number they gave me and left voicemails. I've had no call backs.

I cancelled my account with Frontier in June 2019. I mailed the equipment back to the company as soon as I received the shipping boxes and labels, provided by Frontier. I received a certified mail receipt that Frontier received our equipment. I receieved ny next bill which indicated that I had a credit of $50, but never received it. A month later, I received a bill stating that I owed them $177.39, for un-returned equipment,and a threat that I would go to collections. When I called Frontier, I was told that was a mistake, and that Frontier did receive my equipment and the charges would be cleared. Today, I received a letter from a collection company, indicating I owed the $179.03. When I called, there was no indication that I made a previous call, even though I have a confirmation number. This person let me know that they would clear my account, but it could take up to 48 hours, and I now need to call the collection agency and clear my account with them, and hope that they cooperate.

On 09/19/2019 I had service installed service was poor had a tech out to fix problem problem still proceeds after giving with retention supervisor for 45 mins had my service canceled abs he waived my term fee but not the install and said I would be charged for 30 days in advance I have the company the opportunity to fix the problem after calling at least 12 times this experience was literally hell

I have been a customer for several years and upgraded my services in order to potentially resolve service issues. Frontier ran new “fiber optic” lines through my town and subsequently send out mail saying the new services were available. I signed up and the product(fiber lines) were installed but was never buried as they were supposed to. It has been several months and the lines are still not buried and are laying on the ground and through the brush along my driveway. I have made numerous attempts to have the line properly dealt with to no avail. I came home on Sunday 9/29/19 and the line had been severed, leaving me without service. After 1.5-2 hours on the phone with multiple customer service representatives one was finally able to help me. The earliest repair date is on 10/18/19 due to being in a “freeze area.” It was claimed that the lines were buried on time and there had been no mention of myself calling and complaining. I was also notified, and my biggest issue, that I have been paying for and was under the impression that I had fiber optic services. Turns out, I still have DSL services at the fiber optic price.

When signing up for frontier internet service, I was promised $100 gift card that never came. I had to pay installation fees and pay the bill for the first 3 months, which I did. I even waited a couple of extra months before contacting Frontier. I first chatted, then was refer*** to a different number. Called that number spoke to an individual, who also couldn't help me, and had me transfer*** to another number, by this point I am frustrated all together and had my account shut down.
Not only did I not receive my gift card but the internet service was horrible. I order the 200 mpbs and it never tested over 100 mpbs. Horrible company and horrible customer satisfaction.

I call Frontier Communications about my bill going up. I was told that my promotional pricing had expired. I also mentioned that I had never gotten credit for my service interuptions in the month of May. The Customer Service representative I talked to looked up and saw that credit had not been given. She told me that because the credits had not been given promptly she would see that I got credit for the entirety of the currents months bill. I said fine and asked again did I have to make any payments, she said no.
I got my bill for the next months service and it was up substantially again. I looked at the breakdown of the bill and saw only a partial credit and a late fee was added on. I call Frontier and was told that the 'back office' had rejected the credit and was only crediting me for 3 days, (when in conversation with Frontier at the time of the outage, I was told that the first day of each outage was not creditable even though the problem was with their equipment,) not the entire month.
I talked to a Leslie and she said she could give me a credit for the late fee because I had acted in good faith with the information I was given but she could not give me a credit for the entire month that I was promised.
I told her I would take the credit of the late fee but waould be filing a complaint with the Revdex.com over this matter.

I've been trying for 6 months now to get my phone service working with Frontier. I called back in March because my phone was not working. It got disconnected due to non-payment. Well I paid it, their system had it all screwed up. They made me go through a credit check and get a new phone number to get started again. I went through all of that and they gave me a new phone number. They have yet to come and connect those services! I have called several times and scheduled technicians to come out. They never do! And every time I call in, they cannot find my account based off the new number that I gave them. It's really frustrating! Please help me get through to this company. I have pigs in my barn that are not mine and it is in my contract that I need to have a working phone for the alarm system!

I have been a loyal Frontier customer for close to 5 years now and since living at ***., for the past 3, their service has gotten increasingly worse. I have been paying for broadband speeds of 6 mbps ($44.99) for over 2 years, while I am actually getting (2.4 mbps download speed) and (.7 mbps upload speed). I should be receiving 3 times this speed. I have made multiple tickets to increase my internet speeds to no avail. A tech came out in December 2019 to see why my internet was disconnecting and turned the speeds up (which shows it CAN be done), which temporarily fixed the problem. I was told they had to get a construction truck out to see if they could increase my speeds. Someone was supposed to contact me and never did. Then I made another call in March, for someone to come out to see if I could get faster internet. A date/time was set in March, but no one ever showed. I called back in August and spent an hour on the phone to schedule another appointment in August. No one showed for this one either. I am on the phone this minute being told that I need to upgrade to the 12 mpbs for the ($54.99) to get the speeds closer to 12 mpbs, but I will not in actuality get that due to my location (I am 15 minutes from town).

I was scheduled to have internet service to my house on 9/30/19 The technician came and was unable to finish due to a overtime issue and promised to return the next morning to complete the installation, however he never returned and come to find out I have to reschedule. Now I have to wait until 10/15 My order number is *** I originally had Frontier business internet and phone line which I had canceled due to me closing my business and the switch was supposed to be seamless. Now no internet.

I HAVE BEEN WITHOUT INTERNET SERVICE SINCE LAST WEEK OF MAY OF 2019. I HAVE CALLED FRONTIER TO SCHEDULE A TECHNICAIN TO COME TO MY HOME THEY SET UP AN APT I TOOK OFF WORK AND NO ONE SHOWED I CALLED AGAIN I WAS ON HOLD FOR OVER AND HOUR FOR THE TECHN TO STATE NO ONE WAS AT THE RESIDENCE. FROM HERE I HAVE CALLED EVERY WEEK. IT IS NOW OCTOBER AND I STILL HAVE NOT HAD MY SERVICE FIXED. I HRECIEVE TEXT MESSAGES ALL THE TIME THAT THEY ARE WORKING ON MY ISSUE BUT ITS NOT EVER FIXED. THEY WILL NOT PUT A HOLD ON BILLING ME SO IM STILL PAYING FOR SERVICE THAT I CANT USE. I HAVE SPOKEN TO MULTIPLE SUPERVISORS AND THAT DOES NOT HELP AT ALL. I JUST WANT THE SERVICE TO BE FIXED. I HAVE KIDS IN SCHOOL THAT RELY ON INTERNET FOR HOMEWORK.

Frontier

My account number ***-5. I originally was supposed to have service installed on 9/9/19. I took the day off of work to wait for the installer. They were a no show. One hour after the appointment window expired I received a text message stating that it was being rescheduled for 9/13/19. Once again I took the day off of work to wait for the installer. Again another No Show! I received another text message stating the Installer would be arriving on 9/19/19. In the meantime I received a text message and a phone call from an employee at Frontier named Corey. He contacted me from this number (). He stated if I allowed them to come on the 19th that they would be crediting me the 75.00$ installation charge. I accepted and stated if they did not come on the 19th I would not have Frontier service. On the 19th someone from Frontier finally showed up and performed the install. About a week later I received the bill with the 75.00$ charge still on there. I called and spoke to an associate that gave me a Request Id 971-935. They stated the 75.00$ should be credited in the next 48 hours or so. I waited 5 days and called once again since the 75.00$ was still not removed from the bill. This time the associate stated the back office denied the 75.00$ credit that was promised to me. Had I not been offered the credit I would not have signed up for service after taking 3 days off of work with 2 no shows. I am very disappointed with the level of service that I have received with Frontier.

I initially filed a complaint back on 4/28/19 (shown below )with a response on 5/8/19. The response indicated that the bill would be adjusted but I never received an adjusted bill. I assumed that since I got no bill, nor did I hear from the collections agency, that the bill was probably written off, (as it should have been in the first place, long before I spent tens of hours on this). NO COMMUNICATION EVER!
Now, months later I checked on my credit rating and I see that my score dropped around 150 points due to this issue. I have worked my whole life to build a stellar credit score and due to this poorly handled issue by Frontier my credit score is now below average. I am deeply upset, particularly by the fact that Frontier offered a solution that they didn’t follow through with.
Original complaint below:

Complaint Type: Billing/Collection Issues, Status: Answered, anonymous user, 04/29/2019, I cancelled my service with Frontier in January, advising them 3 weeks in advance of my contract date. I requested that the service be cancelled on the contract date and I emphatically addressed that I wanted assurance that my account was paid in full and there would be no additional charges. My new provider installed the service as agreed and I assumed that Frontier closed my service as instructed. To my surprise I subsequently got a bill for $208 for the month of February. Apparently, Frontier did not discontinue my service when requested and billed for a full month. Upon receipt of the bill I called customer service and explained the situation. While the representative could not “settle” the bill, she agreed with my position and indicated she would forward it to billing for resolution. I DID NOT hear back from Frontier so I assumed it was resolved. Then I got a bill again for the same amount a month later. I again called and redundantly gave the same information, disputing the bill and asking for resolution. The CSR again was understanding of my position and again said she would be forwarding the details to the billing department and implied this would be easily resolved. Again, I received no subsequent communication until a month later when I got a call from a third party collection agency. I informed them that I had disputed this bill on at least 2 occasions and they said they had no knowledge of a dispute and said they were not involved with dispute resolution and I would have to call Frontier on the matter. I called Frontier again and went through all the details again. On this call they said that I had never disputed the bill and therefore sent I out for collection. They CSR could see that I clearly called after receipt of each bill but did not see evidence of a dispute. What would I call for if I wasn’t disputing the bill? I was not interested in talking to a CSR for the fun of it. She acknowledged that they must have not forwarded the disputes as she did not show this in their system. She also acknowledge that there had been no communication from Frontier to me other than the bills that were mailed. A communications company that doesn’t communicate with the customer after the customer calls in multiple times disputing the charges? So when questioned what he next step is the CSR came back and said there was nothing they could do as now it had been sent to collections. I proposed that they call collections to discontinue the process but she said she could not do this once it had been sent out. She told me I would have to call the colllection agency. Earlier in the day the collection agency said I would have to deal with Frontier directly on the dispute as they are only involved in the collections. I am so frustrated by this process that has been handled horrendously by Frontier. I now have to deal with a collection agency that has indicated that they will send this to credit reporting. Frontier has abused their relationship with me and is bullying me to collect $200+ that I do not owe. If my credit rating is hurt because of this I will be even more pissed off. If not satisfied in the next day, I am going to fight this and expose their bad businesss practice to anyone and everyone I can, Frontier Communications Corp. Response, 05/08/2019, The Complaint states that:, Mr. states he contacted Frontier in January to cancel his services on the contract date but received a bill from Frontier for $208.00 for the month of February. Further stating when he contacted Frontier he was advised it had already been sent to an outside collection agency., Mr. states his new provider installed services as agreed upon., Mr. states the outside collection agency had indicated that the charges if not paid would be forwarded and will affect his credit rating., Frontier has investigated the above statements and offers the following response:, Frontier records show the balance on the account is $204.83 billing from 02/01/19-02/28/19 is a valid charge per Frontiers terms of service located at www.frontier.com/terms. However, in this instance Frontier has credited $164.76 for services from 02/04/19 through 02/28/19. Mr.’s revised balance owing to Frontier is now $40.07 and the collection agency has been advised of the balance change., Frontier records show the due date for the port out completed on 02/04/19 as per the request from the other provider., Frontier in this instance has credited the services from 02/04/19-02/28/19 this leaves a balance of $40.07 owing to Frontier for services from 02/01/19-02/03/19. Frontier has updated the outside collection agency of the balance change and Frontier has not reported this to any credit reporting agencies., 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.

HORRENDOUS connectivity-the service fails if it rains sporadically. On customer service call for hours and they increase charges after promising to decrease them. Impossible to get to anyone with any authority to adjust it, tons of double talk. I question if they are fraudulent. It is an ONGOING PROBLEM. This is for my mother who has repeatedly tried to resolve this on her own as have multiple other family members on her behalf. This company service is completely subpar. They must be held accountable.

I recently moved to new property and had my Frontier internet service moved from my old property to a new property and without notification my rate was increased from $50 to $55. I called and customer service was not receptive and only would apologize for the increase and said my price doesn't exist anymore. First rule of implementing a price increase is that you must announce it to your customers. Also, transparency is key whenever you’re dealing with money. Committing to pricing transparency means that you need to announce your price increase before it happens. Frontier did not live up to their ethical responsibility of announcing nor transparency of increasing my price for no reason, but I moved.

We had TV services for many years and decided to drop the cable services. A technician picked up the cable boxes. Frontier decided we were delinquent on our payment and we have had many many conversations with many many people trying to get this resolved and it is finally resolved. Now I want to upgrade my internet connection and the customer service folks state they are not allowed to upgrade because of our poor credit status. they readily admit that they can see in the notes all of the issues and disputes and apologize profusely but we are still not allowed to upgrade our service.

i've been with frontier for over a year, and have had multiple technicians over to fix the issue. More than one occasion a technician never even showed up but when the technician would show then either supposedly nothing is wrong or the issue is fixed temporarily then the problem comes right back. I spend over an hour and half almost every month if not more with customer service with frontier between phone calls and chat because of the internet service constantly going out. Each time its something completely different wrong and each time will be the last time and its supposed to be fixed. Its absurd to have that many technicians come out and still have the long standing issue. Then when I reached out today on chat the customer service rep said if I didnt agree to a contract basically saying that frontier is not responsible for interruptions and loss of services then they couldnt help me and I would continue to have problems. When I told him I would proceed with Revdex.com since they are unwilling to help the rep sent me a recap trying to say that i'm refusing to sign the terms and agreements so he cant help. Not that the terms and agreements literally are telling me that frontier is not responsible for the exact said issues i'am having. So since the company cannot fix the issue on their own, I will proceed with Revdex.com considering ive given frontier many opportunities over the last year to fix this issue. I also am not the only customer having said issues in this area.