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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I contacted Frontier to install internet in my home in early July, they did. Had a bad thunderstorm a day and a half later and it took my service out. Called approx. July 17 for repair, they confirmed via text that my date of service would be Aug. 2.2019. I questioned the long wait, but being new to the area I waited. They sent another text saying my service was repaired, IT WAS NOT. I replied Keep my appointment. they came out and fixed it, lost it AGAIN 7 days later. Called them again,another 2 weeks wait for repair. I told them this was unacceptable for me as I plan to work online for a living. Meanwhile they billed me for a service I wasn't receiving, I called and questioned this and got nowhere. And they were sending me suspension notices of my service, which I found astounding, Cause I had NONE! So I called them once again and was told to pay my bill anyway and they would credit my account when the problem was resolved, I said NO, that I wanted to CANCEL their service and they can come take everything down including the wire from the street. I also stated I would pay only for the days I actually HAD SERVICE. Now ,EVEN THOUGH I CANCELLED on the phone with them, they are sending me final suspension notices,and billing me for internet! I have *** Satellite and have when I cancelled with them in Aug. I am appalled over their lack of service, untimely repair and their service representatives.
Thank you for referring the complaint of *** to our office for review. We appreciate this matter being brought to our attention.
The Complaint states that: Ms. advises her service was out and refused to remit payment due to no service.
Frontier has investigated the above statements and offers the following response:
Repair history shows trouble ticket:*** reported July 18, 2019 as no DSL. The ticket was closed August 2, 2019 as programming issue. *** reported August 9, 2019 as no signal. The ticket was closed August 14, 2019 as remote was down, line tested ok.
Research determined on August 28, 2019 Ms. called in to discontinue service, however the representative failed to place the service order.
Records show service order *** completed October 3, 2019 as disconnection for nonpayment.
Frontier advises that time out of service credits as based upon trouble tickets filed and service outage for 24 hours.
Records show on October 11, 2019 credits totaling $101.65 were applied for time out of service and should reflect on bill date October 17, 2019.
Frontier advises that in July 2017 our terms of service was updated ending the pro-rated disconnect credits. At this time Ms. has a balance due of $170.59
Frontier representative will manually follow up to ensure Ms. was not billed for service after her last bill date of September 17, 2019 and apply any additional credits that may be due.
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.
Frontier Specialist: Amy Buchanan Department: Consumer Relations
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.
I called Frontier to discuss the charges and wanted to know how they arrived at that figure. I used the phone info provided in the email and the extention#, when I phoned them both times it just rang and rang. I wasn't even able to leave a voice mail? UNBELIVABLE!
Regards
Thank you for referring the complaint of *** to our office for review. We appreciate this matter being brought to our attention.
The Complaint states that:
Ms. advises her service was out and refused to remit payment due to no service.
Frontier has investigated the above statements and offers the following response:
Repair history shows trouble ticket:*** reported July 18, 2019 as no DSL. The ticket was closed August 2, 2019 as programming issue. *** reported August 9, 2019 as no signal. The ticket was closed August 14, 2019 as remote was down, line tested ok.
Research determined on August 28, 2019 Ms. called in to discontinue service, however the representative failed to place the service order.
Records show service order *** completed October 3, 2019 as disconnection for nonpayment.
Frontier advises that time out of service credits as based upon trouble tickets filed and service outage for 24 hours.
Records show on October 11, 2019 credits totaling $101.65 were applied for time out of service and should reflect on bill date October 17, 2019.
Frontier advises that in July 2017 our terms of service was updated ending the pro-rated disconnect credits.
Frontier representative will manually follow up to ensure Ms. was not billed for service after her last bill date of September 17, 2019 and apply any additional credits that may be due.
A follow up of Ms.’s account after prorated credits were applied bringing the final balance due to $77.47.
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.
Frontier Specialist: Amy B Department: Consumer Relations
I had contacted Frontier Communications and spoke to an agent which explained to me that the call was recorded and also explained to me that my pricing was valid until March of 2020 upon later the month I received a bill that was double my normal amount when confronting them I was just getting the runaround so I canceled my account and told them to pull the recorded conversation to confirm what their agent explain to me and the pricing guarantee Unfortunately they continue to give the runaround and I've spent numerous days in numerous counted hours trying to resolve this for months now they never pulled the call they never reviewed the issue instead sent me a bill that I was unable to resolve and they submit it to the credit bureau which is now affected my credit they will not look into the account because I do not remember a 4-Digit pin number from back in March of 2019 even though I can verify with all digital information they refuse to look into my file I've now sub stained a negative credit impact and a bill that I cannot pay nor should I have to pay being that their agent misrepresented himself and the company and instead of taking the fault and resolving the issue want to push on the consumer to pay for their agents mistake with no real way for the consumer to dispute it I would like the account to be credited and for the negative impact on my credit report to be removed this business is acting unprofessional it is not accommodating to any consumers and instead is strong-arming the consumer and forcing them to pay ridiculous amounts knowing that the consumer cannot dispute them when they send it to the credit bureau it is unfair how companies are taking advantage of consumers because they can choose to submit whatever they want to the credit bureau during my whole experience with Frontier it has been an ongoing battle with billing situations with them they are not upfront and do not take ownership of what they offer to their consumers instead do a bait and switch
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. advises that he had been told by Frontier that his pricing would be valid until March 2020, but the following month he received a bill that was higher than expected. Mr. advises that he would like phone calls from his previous interactions with Frontier to be pulled. Mr. advises that he would like a billing adjustment and a correction to his credit report. Frontier has investigated the above statements and offers the following response:
Frontier advises that their monthly invoices show the expiration dates of any promotional discounts, and when Mr.’s contract with Frontier came to an end in March 2019, all of the discounts expired.
Frontier advises that their records indicate that Mr. called in to inquire about a regional sports network fee on his bill and the possibility of switching to a different TV package, but there was no record of a discussion about an extension of a discount through 2020.
Frontier advises that calls are recorded at random for quality assurance and training purposes.
Frontier advises that the remaining balance still stands, and all charges are sustained.
Frontier spoke with Mr. on October 9, 2019 and advised him of the above 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.
Starting 3 months ago I began attempting to have frontier come out to attend to low lines hanging over the drive way at *** in morgantown. At first they claimed the lines were not theirs, yet both *** and the electric company who I also had out said it had to be. Finally I had a gentleman verify the low lines do belong to frontier. Still I can not get anyone to come fix them. The low lines are less than 8 feet above the drive, and due to this I can not get a propane truck in to deliver, or any type of postal service (fed-ex USPS) . This is especially problematic since my renter is an older disabled lady who does get medications delivered to her (this is why I choose health issue! she has to have these and rarely drives due to her symptoms). Also with winter coming and no propane she just might freeze to death !
Frontier has set a new pole and transfer the line to the new pole.
Contact was made with Ms. on 10/22/19 to verify that issue with the low hanging line has been resolved.
On or about 8/16/3019 I had a disconnect notice which I called to get get an extension on. The man was happy to help but the next day my phone and and all services was turned off regardless of the the extension which when I called was told was out in the computer but not the proper way so I paid the amount and service was restored. I was told nothing about having to pay reconnect fees which have now appeared on my bill for reconnecting my service that employee caused by not putting my information into he computer properly. So I have 80$ in reconnect fees that frontier says they can do nothing about. I think its ridiculous that I should pay them 80$ for their mistake. They are making a killing off people when it's their fault for the disconnection.
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. advises that after receiving a disconnect notice, he contacted Frontier and was promised a payment extension that would allow him additional time to make a payment for the past due balance, but his services were shut off the following day. Mr. advises that after paying the past due balance, his services were restored, but he was charged $80.00 in fees for the service reconnection. Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr. called Frontier to request a payment extension on September 5, 2019, which was supposed to have been set up for September 16, 2019. The payment extension was not set up correctly, and as a result, the customer’s service was turned off on September 9, 2019.
Frontier advises that Mr. was billed a total of $49.98 for the reconnection of service. As a courtesy, Frontier has issued a credit for the reconnection fees, which came out a total of $51.18.
Frontier attempted to contact Mr. by telephone on October 1, 2019, October 2, 2019, and October 8, 2019; and via email on October 3, 2019. Frontier has not received a response from the customer.
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.
I ordered Internet service from Frontier On Sept 24, 2019. In establishing the Order, here is what occured:
I could have 6Meg Internet
I would get a router from Frontier for which I will be charged $10.00 per month. It would be a netgear router.
I gave them the location address and zip code.
I gave them my phone number.
They did a credit check. I gave them all the information they needed and sat and waited as they did the check)
They gave the the complete monthly cost of $37.+which I was told the price would never go up for the life time I had it, It included all taxes, fees, etc. There was no contract.
An installation date was set for Sept 30, 2019 between 1-5 PM
They gave me the order number.
I called about 3:30 PM Sept 30 to ensure the tech was coming. They had no install date. They asked if a credit check was done because the record indicated a positive identification was needed. A credit check was done. The order could not be completed. This has happened before. This is nothing new with their sales people. The order did not even have my contact phone number on record. So I waited 5 days to get internet service which never happened. I simply cancelled the order. Again, I would not waste time to do this, but Frontier is terrible in this area with orders and sales people. So now I have to go without internet until I can find someone else.
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 that Frontier missed an appointment and misquoted him for services. Frontier has investigated the above statements and offers the following response:
Frontier advises that in order to complete the ordering process, additional identification is required from Mr.
The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions
Frontier advises that Mr. requested to cancel his order for services. The order has been cancelled.
Frontier spoke to Mr. on September 1, 2019 and advised of the above information.
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Frontier has a history of its sales people making statements that are false and\or misleading. It does not matter what they have responded with here. They need to own their issue. As for the Router. It is NOT common place for Frontier to charge a monthly fee for a router, and one can use any router of their choice. A router is a router and most will work with any provider. They are designed to do so. So simply, Frontier is not a forthright company. And they fail to correct it.
Regards
On 7/1/19 we moved. Frontier they disconnected service from our old home and was to reconnect at our new address. I scheduled this for 6 weeks and even made 2 more calls to confirm. No connection at our new address, was promised for 7/1/19, 7/2/19, 7/3/19 and 7/4/19. No one ever showed up.After daily phone calls they promised they would be here on 7/8/19. No shows again. I called again and told them to remove my work order for lack of service and that I was going to a different cable and internet provider. They said they would send me my $41.23 refund. In August I received a bill that shows -$41.23 so I called again. They said that they wait for 90 day's before refunding. Today (9/30/19)I received the same -$41.23 bill but no check yet. Their service and billing is very bad, no follow up from customer service. I've talked to 5 different people when I've called to complain. When asked for a supervisor I get a run around to multi people each time. Looking for my refund. Don't want any more dealings with them. Horrible company !!!!!!!!
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. indicates that Frontier did not provide a refund in a timely manner.
Frontier has investigated the above statements and offers the following response:Frontier’s refund policy is to issue a prepaid Mastercard from Wirecard 90 days from the date of service disconnection or termination. This time period is required to ensure all outstanding charges or credits are posted to the closed account. Frontier’s policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.
Mr.’s refund is in progress and he should be receiving his prepaid Mastercard in 7-10 business days.
A Frontier Representative spoke to Mr. on October 1, 2019 and explained 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.
SECURITY ISSUE !!! - SOME ONE AT FRONTIER CHANGED MY EMAIL & PHYSICAL ADDRESS - ID COMPROMISED!!
I received a phone message confirming a change of email and address -- I DID NOT REQUEST THIS CHANGE.
I called immediately and informed customer service on 9-23-19. After lengthy holds, multiple hang-ups (by Frontier CS), NO ONE WAS ABLE TO EXPLAIN how this occurred. So, the CS rep took my information and said they would correct it in the system and I would receive a call from a supervisor to determine how this happened. After one week, on 9-30-19, I called because I had not received a call. Well, the CS rep tried to confirm my account info and THE EMAIL ADDRESS WAS STILL WRONG! I'm highly concerned that the security of my account has been breached due to technical issues OR BY AN EMPLOYEE at Frontier, especially because there is no admitted traceability to the reps who modified my information.
Thank you for referring the complaint of Mr. F *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. advises that his identity has been compromised and the security of his account breached.
Frontier has investigated the above statements and offers the following response:
Frontier takes privacy and security of customer accounts seriously and is required to follow specific rules as defined by regulatory agencies. This helps prevent fraudulent activity on your account.
Frontier completed a security incident review and found no intentional breach of security of the Frontier account.
Frontier apologizes to Mr. for any inconvenience that he may have experienced.
Frontier spoke with Ms.-*** on October 8, 2019 and advised of the above information 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.
On two separate recorded phone conversations, Frontier Communications committed to providing "up to 90 Mbps" download speeds. I specifically verified this with the representative, asking if he said "90...like 9-0" and he confirmed he stated 90.
Using their web site and my address, they advertised "up to 45 Mbps". Technician was deployed to my address, and couldn't even guarantee 1 Mbps.
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 that Frontier sold him 90Mbps internet service and that speed cannot be provided at this house. Frontier has investigated the above statements and offers the following response:
As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee. Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed. Service is subject to technical line qualification. Service is not available to all locations, and may not be available at certain speeds (or at all) at your location, even if service is offered in your area or our initial testing indicated that your line qualified for a particular speed or Service.
Frontier also advises that the available Internet speed depends on the distance from the nearest Frontier serving node. Mr.’s location is over 18000 FT from the nearest Frontier serving node.
Frontier spoke to Mr. on October 2, 2019 and advised of the above information.
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I had a constructive conversation with a representative from Frontier. She stated a similar response to that posted here. I responded to her during the phone conversation with the following (summarized):
While I appreciate the Term of Service argument, I don't believe this relieves Frontier of their responsibility to accurately communicate what is realistically possible. There is a *significantdifference between offering "up to 90 Mbps" (what they stated on the phone) and offering no service (which is what they can actually provide). As indicated by the second point of their response my residence is more than 18000 feet from the Frontier central office (broadband distribution point) and therefor outside of their service area. I provided my address, and the address of a current customer next door to my residence. If they are going to advertise service levels (up to 90 Mbps) they should consider what they are able to offer based on the service area. Frontier is (or should be) aware of the location of their central offices (CO) and have the ability (through a variety of tools such as Google) to determine the distance between the CO and the potential new customer. Frontier has the means to vet the potential customer better than they do.
On a related note, similar behavior exists on their web site. Using the "Enter your address to browse plans in your area " tool on the Frontier.com site I entered my address. The tool returned three service options available at the address (see attached screen shot):
Frontier internet - $24.99/month "Max speeds as fast as 6 Mbps"
Frontier internet - $27.99/month "Max speeds as fast as 25 Mbps"
Frontier internet - $34.99/month "Max speeds as fast as 45 Mbps"
Further, I entered the address of my neighbor who is an existing customer and received the same results. Frontier already knows the location of the customer and the limitation of the service to that residence. They have no excuse for hiding behind the fact that they don't know what internet speeds are available.
In my opinion, Frontier is clearly misleading (arguably deceiving) potential customers with speeds "up to 90 Mbps" when clearly they can offer nothing more than 1 Mbps or, in my case, no service at all.
Regards,
Matthew
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 that Frontier sold him 90Mbps internet service and that speed cannot be provided at this house. Frontier has investigated the above statements and offers the following response:
As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee. Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed. Service is subject to technical line qualification. Service is not available to all locations, and may not be available at certain speeds (or at all) at your location, even if service is offered in your area or our initial testing indicated that your line qualified for a particular speed or Service.
Frontier also advises that the available Internet speed depends on the distance from the nearest Frontier serving node. Mr.’s location is over 18000 FT from the nearest Frontier serving node.
Frontier’s position in this matter remains the same as there has been no additional information provided that warrants a deviation from the original response.
Frontier spoke to Mr. on October 2, 2019 and advised of the above information.
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.
I have not had service or horrible service for a few months now. Myself and my wife have made multiple calls to thier service department to get this resolved each time getting told technicians will get the problem resolved and nothing happens. We had to personally escalate it to Frontiers office of the President and were put into the hands of a woman named Chelsea and we did get answers and some repairs but those repairs have only bn partially finished. We now once again have no date that the repairs will be completed or that they have any idea how the work will get done. We are going on 3 months of little to no service and do not fl that Frontier wants/can restore service
Frontier Communications
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. advises that he has had little to no service with Frontier for a few months now. He states some repairs have bn made by Frontier, but still having issues with the service.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Mr. reported Internet issues on July 21,2019. Frontier dispatched a technician on July 23, 2019 and repaired a cable.
· Frontier advises that Mr. reported Internet issues on August 22, 2019. Frontier dispatched a technician on August 29, 2019 and the technician reported that a cable nded to be replaced.
· Frontier advises that Mr. reported Internet issues on August 29, 2019. Frontier dispatched a technician on September 13, 2019 and the technician reported that a cable nded to be replaced.
· Frontier advises that Mr. reported Internet issues on September 14, 2019. Frontier dispatched a technician on September 19, 2019 and the technician reported that they were waiting for a contractor to replace the cable.
· Frontier dispatched a technician and replaced the cable on October 3, 2019.
· Frontier advises that Mr. cancelled service September 27, 2019 due to the issues with the service.
· Frontier issued a credit of $169.99 for the outages since July.
· Frontier emailed Mr. to advise him of the credits.
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.
Frontier Specialist: Tami L Department: Customer Relations
Twice I have upgraded my internet service with Frontier. First time around 6 months ago to 200/200. I was told by the representative I would not have to pay for the $75 upgrade fee. They billed me anyway. When I called to complain they said no one can waive that fee even though the sales person did. On Sept 19, 2019 I upgraded my service to 500/500. I was told I needed a new box. But when the guy got here he said I already had the latest one which I knew I did cause I upgraded 6 months ago but the person said they had to send out a tech. I was promised on that call I would not have to pay the $75 fee and I was told I would not be charged. I knew I would cause it happened 6 months ago. I asked the persons to put notes in my record this time saying I would not be charged as I told them I knew they would and they did. The person said they put the notes in my record and when I called today 9.30.19 @ 9:30 am the customer rep said there is no such note and repeated what the cust rep said 6 months ago no one can waive the $75 fee. There is obviously a scam going on. Their sales departments promises you no fee, then they bill you, then the cust rep says no one can waive the fee. This is clear fraud. Note I called a week before 9.30 and the customer rep said I would not be charged but since it hadn't hit my bill they couldn't do anything. There is no way to complain to Frontier as they magically have no complaint hotline. This should be investigated as fraud and it should be researched how many other customers are complaining about Frontier billing practices. I should be compensated for the first $75 they charged me, this $75 and time spent having to have the technician come to my house again as he was told when he was here the first time the speed was no faster than what I had before he came to my house. I get to take off work again for him to come back and due what he should of done correctly the first time.
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. advises that he was promised a credit for an installation charge of $75.00 when he upgraded his Internet service.
Frontier has investigated the above statements and offers the following response:
Frontier applied a credit adjustment to Mr.’s account for the Install charges.
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.
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
Our company cancelled service in writing on May 9, 2019. Our account has a credit balance due back to us. I have contacted Frontier numerous times both by phone and email requesting the credit and it has never came. I received another statement today reflecting the credit balance and have tried to call 3 times and it disconnects my call each time. There service at the end of this is reflective of why we switched providers.
Frontier’s refund policy is to issue a refund 90 days from the date of service disconnection or termination. This time period is required to ensure all outstanding charges or credits are posted to the closed account. Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.
Frontier advises that the account was disconnected on 08/01/19. Therefore 90 days from 08/01/19 would be 10/30/19.
Frontier has agreed, in this instance, to expedite refund of the credit balance. The customer should receive the refund of $167.57 within 7 to 10 business days.
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. However I have attached email verification that the request was made in writing on 5/9/2019 to close any and all services not 8/1/2019 as Frontier stated, that is just after repeated calls and they got around to closing the account. So the 90 days have since past or I would not have contacted the Revdex.com.
Best Regards
Customer service lied to me. Told me a technician would be on site and followed up with dispatch and found out no call was made. 10 days to fix my bad ONT.
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 service lied to me. Told me a technician would be on site and followed up with dispatch and found out no call was made. 10 days to fix my bad ONT. Frontier has investigated the above statements and offers the following response:
Frontier spoke with Mr. and found that the first person he spoke with on 9/28/19 did place a repair ticket on his account.
Frontier had a technician set to come out and work on the internet issue on 10/2/19.
Frontier received a text message from Mr. on 9/30/19 saying that the service was fixed.
Frontier confirmed with Mr. his internet is repaired.
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.
This is my second complaint in 2 months about a billing issue. After fixing the first issue of being over billed I am again being billed for something no one in the company can explain. I currently have a $45.00 fee as well as $9.00 late fee. No one at Frontier can explain where the $45.00 fee is from, I have been given 3 different explanations. The first is that it is when they came out to reconnect a wire outside my residence which I was told on a recorded line that there was not fee for that service because Frontier could not get my cable up and running from within the facility. The 2nd reason might be for a form I was never informed that needed to be filled out to prove my identity - a form that was sent in the same day via *** to Frontier communications and they confirmed they received it 2 business days later. I was then told this from is completely unnecessary. The third reason again on a recorded conversation was that if could be for a new account fee - an issue we dealt with in July and was refunded for unnecessary fees. I feel like this company is being fraudulent and is charging fees in the hopes that people get so discouraged with the terrible customer service they pay the fees. Well that is not going to happen, I am a college student and on a very restricted budget . They are a company based on lies and deception. They hold no accountability and have no communication skills - how ironic for a communications company
I have spent no less than 4 hours on the phone trying to get this issue fixed and keep being told someone will remove the fees and call me back. Neither has happened.
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 she was charged a $45.00 fee as well as a $9.00 late fee by Frontier that she does not agree with. Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. signed up for Frontier Internet service on June 20, 2019. At that time the new installation should have been held for positive identification, but it was not held.
Frontier sent Ms. positive identification paper work to fill out and get back to Frontier by July 23, 2019 to avoid any interruption in her service.
Ms.’s Frontier account was suspended temporally due to Frontier not receiving the positive identification paper work by July 23, 2019.
Frontier advises that we spoke to Ms. on July 15, 2019 and she was aware that she needed to return the paper work by July 23, 2019.
Frontier advises that we received the paper work on August 20, 2019. Ms.’s account was reactivated on August 20, 2019.
Frontier charged Ms. a reconnection fee of $45.00 on her August 2019 bill that will not be credited back to her account. The late fee of $9.00 will also stand.
Frontier spoke to Ms. today and she is aware of all 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.
Frontier Specialist: Tami L Department: Customer Relations
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.
I never received a call on July 15th. I was on vacation and it was shortly before that I filed my first complaint - I was never told this paperwork was needed. Again poor communication.
Regards
Tell us why here. Frontier Communications
Thank you for referring the rebuttal of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Rebuttal states that:
Ms. states that she never received a call on July 15th. She states that she was on vacation and was never advised that she needed to return the paperwork. Frontier has investigated the above statements and offers the following response:
After review of a call on July 15, 2019, Ms. was advised that she needed to return the positive identification paper work. Frontier also sent the paper work in the mail to the mailing address on file.
Frontier advises that the charges will not be waived.
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: Tami L Department: Customer Relations
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I had 200Mbps Internet access (FIOS) service installed by Frontier in Portland. The new service worked for about 15 days, then failed (no Internet). Several people were sent out to my house, but they never were able to get the service working satisfactorily. I was never able to stream TV shows for example, even though the service is fast. I eventually asked to cancel as they have 2 week waiting times for anyone to come out to address the issue. They stated that they would refund the charges, but I've only received one month. They just charged me anew $9.99 a month after canceling (a billing fee they said). All together, I was charged installation for service that worked 15 days out of three months (their logs will show this). Over $240 should still be refunded. I only hear that they are reviewing the refund. Account
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. advises he was charged for service that never worked.
Frontier has investigated the above statements and offers the following response:
Frontier advises a technician was dispatched and installed FIOS 200/200 Internet service on May 22, 2019. Frontier advises the first bill statement processed on May 22, 2019 billed monthly charges for FIOS 200/200 Internet through June 21, 2019 plus one-time Installation, equipment and delivery charges plus taxes.
Frontier advises Mr. contacted Frontier technical support on June 25, 2019 reporting issues with streaming TV. A Frontier technician was dispatched on July 8, 2019 and tested through the router and determined the Internet service had no issues.
Frontier advises Mr. reported router issues on July 8, 2019 and a Frontier technician was dispatched on July 15, 2019 and changed out the Internet router.
Frontier advises that Mr. requested to disconnect the Internet service on August 29, 2019.
Frontier advises that a full credit adjustment has been applied for the August 22, 2019 bill statement on August 29, 2019. Frontier applied a credit adjustment for the June 22, 2019 bill statement. Frontier will follow up to confirm a refund for the June 22, 2019 bill statement has been processed in a timely manner. Frontier advises that no supporting information was found for further credits.
Frontier attempted to speak to Mr. but was unsuccessful. Frontier provided contact information via email.
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.
We have been customers since they bought out ***. Our contract with them was for unlimited long distance (and Canada added) as well as internet. We just received our bill and it shows long distance and Canadian call charges. When I contacted them they said the plan had changed and after so many minutes, long distance calls would be charged by the minute. Also, Canada would not be included although I was told a month ago it was. So we have $22.18 in charges that we shouldn't have and a changed plan that we have no idea what it "doesn't" include. We feel that what they have done is illegal and customers should be advised and compensated for charges billed that we have no way of knowing would be incurred.
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. advises she has a billing discrepancy with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued a credit of $22.18. The adjustment request has been approved and will be posted immediately to the Ms.’s account.
Frontier has issued a service order and issue has been corrected.
Frontier has scheduled a follow up to ensure bill accuracy.
Frontier has provided direct contact information if Ms. has additional concerns.
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.
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
Never got first bill, but received a late notice in the mail. Paid immediately on receiving notice and called asking if the late fee can be waived since it was not valid due to the fact I never received a bill either by mail or electronically. The representative, Dasia, stated that they do not waive late fees even if I feel that it is not valid. Dasia refused to let me speak to a manager and told me "that is not my concern" when I warned I would open a complaint.
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 he has a billing discrepancy with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued a courtesy adjustment.
Frontier advises The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. • A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment
Frontier has provided direct contact information if Mr. has additional concerns.
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.
I contacted Revdex.com back in June and explained that I was approached by frontier and told I would receive a free month to try it out and nothing would go on my credit but they needed my ssn to check to make sure I didn’t have any outstanding accounts with frontier. That was a lie they checked my credit and it negatively affected my score. I asked to have this removed as t was fraud. They said they would remove it per Revdex.com coomplaont. They did not remove it and it has been several months.
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 performed a Credit Inquire for a New Residential Installation Order. Frontier has investigated the above statements and offers the following response:
Frontier advise Mr. of Frontier’s residential installation policy and a credit inquiry is required on every new service order issued. Frontier explained Credit Check Policy and Frontier sent the request to have the hard inquiry changed to a soft inquiry. Frontier advises that Equifax would decide to change from hard to soft inquiry. Frontier has not received a status of the request made. Per Equifax these requests have drastically increased and they are backed up in getting them processed resulting in a longer time period for this to be complete. Frontier advises we have no control over the credit bureau timeframe.
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is false I had a hard look on my credit report without permission I did not sign up for new service this was a trip that I was told I have been told since June this would be removed and it is not frontier needs to have it removed now a complete removal
Regards
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 performed a Credit Inquire for a New Residential Installation Order. Mr. advises he would like $500.00 compensation for having his credit score affected. Frontier has investigated the above statements and offers the following response:
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution. Under Tariff Frontier is responsible for service outage credits based on the customer's daily rate of service that is not functioning. Frontier is not liable for any other compensation. We therefore must respectfully Deny Mr.’s request for compensation.
Frontier advise Mr. of Frontier’s residential installation policy and a credit inquiry is required on every new service order issued. Frontier explained Credit Check Policy and Frontier sent the request to have the hard inquiry changed to a soft inquiry. Frontier advises thatEquifax would decide to change from hard to soft inquiry. Frontier has not received a status of the request made. Per Equifax these requests have drastically increased and they are backed up in getting them processed resulting in a longer time period for this to be complete. Frontier advises we have no control over the credit bureau time-frame.
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.
Internet service has been out of over 11 days. Techs come out, problem not fixed. Said I will be billed an early cancellation fee, I have been a customer for 7 years. Internet outage is admittedly on Frontiers drop line. Service techs are not available. Customer service just transfers back and forth over and over to different departments. NO assistance at all in resolving my internet outage.
I was billed 3 months for a phone service I do not have, nor had any knowledge of.
Horrible, Horrible ways to treat customers.
Frontier has investigated the above statements and offers the following response:
· Frontier advises trouble tickets are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.· Frontier acknowledges that the consultant should have been more clear and precise when providing information. Frontier has internally address any possible coaching and developmental opportunity up to termination related to this complaint. · Frontier determined that Mr. is currently subscribe to Internet Ultra for a monthly reoccurring rate of $35 before taxes and surcharges.
· Frontier applied an adjustment for billing in the amount of $83.88 to Mr.’s account.
· A Frontier consultant has been in direct contact with Mr. and advised once service is restored will received adjustments for time out of service.
We regret any inconvenience that Mr. may have experienced as a result of the above matter.
On the road *** Trail there have been low hanging wires owned by Frontier (approx 7ft off the ground) for over a year. It has been confirmed by both *** and *** that the wires are Frontier's after they both sent out teams to investigate the Dangerous issue. The wires look to be low hanging due to a number of Poles leaning and/or dangerous to the surrounding areas children and families. *** has replaced the poles and both charter/*** have made ready their wires.l to the new poles. *** cannot remove the dangerous poles or move Frontier's wires which are still posing a danger the the area for the past year.
Multiple attempts to call and discuss the situation with Frontier have amounted only to multiple work tickets being placed/unresolved, multiple emails responded to, and continued safety concerns for residents due to the negligent efforts of Frontier.
The tickets that have been placed according to Angela Lee your tech support person are Maintenance Ticket # ***, & ***. According to communication back in August, "/01/2019 16:15 (E) (***): Needs construction to shift cable and hang at another pole." However no since communication or action has been taken by Frontier.
Please assist.
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 that Frontier needs to move their lined to new utility poles. Frontier has investigated the above statements and offers the following response:
Frontier advises that the lines have been moved to the new poles.
Frontier advises that Mr. has direct contact information to a Frontier supervisor.
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
Frontier gaves us near-perfect service for almost two decades, then our internet went down last November. It was out for 13 days while we waited for a technician. THIRTEEN DAYS waiting for service. We were never refunded for the internet we paid for but weren't receiving, and it's inconceivable to me that anyone waits more than a day or two for service to be restored. Then, we moved to a different location in town and Frontier came to turn on service. The previous homeowners had a wonky wiring system for phone lines, and Frontier had a hard time finding a clear line - the problem is, that seemed to stump them. No - you are the phone company. YOU run lines. If the lines that are here do not work, you run it correctly. Nope - they decided to make sure ONE phone outlet was clear and functional, meaning we cannot plug our house phones in anywhere except our bedroom. In addition, the line is still buzzy. Aside from that, our internet needed to be restarted 3-5 times a day. So as not to drag out the review, we have been in this house for 4 months, and we have had three separate outages of both phone and internet totaling almost three weeks - it ALWAYS takes them 4+ days to get a technician to us, they never refund or prorate our service based on the outage, and the outages are due to Frontier's aging equipment and shoddy installation. The last two outages are due to cables being cut by other county services because Frontier hasn't buried the lines at the street. So they repaired the cut two outages ago, but the lines literally lay in ditches and run across driveways. The county mowers cut the line again this past week, and Frontier just repaired it THIS morning - but didn't bury the line. We are looking at this happening over and over again because they won't properly secure the service lines. Each time, we are out service for 4+ days with no phone, no internet, no REFUND, and we live in a remote enough area that cell service is spotty. Therefore, we are left with almost no means of communication. In addition, our internet service is our entire television/entertainment source, as we stream all our content. To be paying for something that we are often without and are not compensated for when it is entirely Frontier's fault is inexcusable. We would have switched services months ago, except that Frontier is literally our only option for where we live at the moment, and that, I guess, is how they can continue to get away with this. They need more service technicians for quicker turnaround time and updated, properly installed and secured service lines and equipment.