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 subscribed to Frontier for phone/internet service. On 8/16/19 my phone line was cut by Frontier. I called Frontier to complain and was told someone would be out on 8/19/19 to fix it. Nobody showed up. When I called Frontier back they said it would take until 9/16/19 to get someone out to me. On 8/27/19 I cancelled my service because it did not work. I found another provider. I was billed on 8/12/19 for $161.46 for service to be received from 8/19/19 to 9/18/19. My bill included service for my *** Network account in the amount of $103.96. My internet service did not work and was cancelled before it was ever repaired. I paid Frontier $107 to cover my *** service. I later called to find out why my *** service was not paid and was told by Frontier on 9/12/19 that I stilled needed to pay $22.44 before they would pay my *** account. I paid the $22.44 that day. My *** bill was never paid by Frontier. I paid a bill sent directly from *** to me to cover my *** account. All together I paid Frontier $129.44 for service that was never provided. I have called repeatedly and nobody can fix the way their system works. I left multiple messages for Jennilee Mercado in the NY office (844-320-4445 ext 1111186) but have got no response. I had filed a previous complaint with the Revdex.com but when Jennilee Mercado found out that I had cancelled my Frontier account she gave up on resolving the issue. It is now almost October and no one can tell me when I will be getting my money back since they can't credit it to a open account.
The Complaint states that:
Mr. is disputing charges for internet issues during last billing. Mr. is disputing payment to Frontier for his *** portion of billing. Frontier has investigated the above statements and offers the following response:
Frontier advises the internet account was disconnected as per request from Mr. on August 27, 2019. Mr. was credited for internet issues.
Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle September 18, 2019
As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance.
Frontier advises a one time courtesy credit was applied to the closed account. Frontier’s refund policy is to issue a refund 2 to 3 cycles from the date of service disconnection. Frontier issues refunds for disconnected residential accounts via a prepaid MASTERCARD card managed by Wirecard.
Frontier advises the Frontier Internet and *** was bundled together for the billing cycle of August 19, 2019 to September 18, 2019. Any charges after would be billed from *** as Frontier portion disconnected.
Frontier spoke with Mr. on September 25, 2019 and reviewed the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 13864122, and find that this resolution is satisfactory to me.
Regards
Frontier has been billing us for a service that has not worked since May, 2019. We have made multiple calls and complaints requesting repairs. We cancelled the service in July, 2019. We have be charged and had automatic payment last made through our bank for the months of August and September. We called to get them to stop and asked for a refund without an appropriate response. I will have to pay my bank for a stop payment.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. for bringing this matter to our attention.
According to the complaint:
Ms. advises she has been billed after multiple calls about no service and after she terminated her services.
Ms. advises she requests a refund for service that did not work.
Frontier has investigated the above statements and offers the following response: Frontier advises after reviewing the account that Ms. terminated her main access line service on July 24, 2019 that was billed through a vendor.
Frontier applied a credit adjustment to Ms.’s account for the Internet charges billed on a fictitious account that was left in service. Please allow one to two bill cycles for the refund check process.
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 Ms. may have experienced as a result of the above matter.
On 9/23/19 we had a lightening strike that knocked out our power. We had a few vehicles slowing down in front of our driveway or even stopping. My husband and brother went outside to see what they we looking at. Upon further investigation the lightening strike had followed the phone line up coming out of the main junction box blowing it apart and continued to our junction box that is fastened to our house and blew the door open on that. I had called them to let them know what had happened and they told me since I had a repair order in for 9/24/19 that they would be out between 1-5 pm that day. As I was on the phone with them *** showed up and the gentleman seen the damage and asked if I had called Frontier because they need to have someone out here looking at their lines because it could be a liability on their part if someone gets hurt from the wires once they restore power. I told Frontier what the *** gentleman said and they basically said we will be out tomorrow. When it is an emergency situation like that I think they are doing wrong with putting people in possible danger without even sending someone to even look over the damage as we found out the almost all of our neighbors have no phone or internet service and one neighbor was told they wouldn’t be out til 10/03/19. So I feel if it is from storm damage the don’t care about people’s safety or anything.
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 Frontier’s main junction box got hit by lightning and needs to be repaired. Frontier has investigated the above statements and offers the following response:
Frontier has attempted to contact Ms. on several occasions to discuss the complaint, each time leaving our contact information. We have not heard back from Ms. as of today.
Frontier advises that we are sending a call me letter today to Ms..
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 Department: Customer Relations
Telephone Number: 1-844-320-4445 Ext 1122543 Fax Number: 1-518-773-3717
The only number that you can disconnect the service with them is not valid. . So what can I do?
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 would like to disconnect her Frontier service, but the only number to disconnect is not valid. Frontier has investigated the above statements and offers the following response:
Frontier advises that they have attempted to contact Ms. on several occasions, each time leaving a message with our contact information.
Frontier has not had a response from the customer as of today.
Frontier advises that the contact number is the correct number to call Frontier to disconnect her service.
Frontier is sending a call me letter to Ms. today.
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 Department: Customer Relations
Telephone Number: Ext *** Fax Number:
We had called in and upgraded our account on july 5th and about a week later we were informed that we needed to move our system to a corporate setup for phones, internet. On july 23rd we called frontier and spoke to Lanetta at 10:55am and she said that we can switch to a month to month and can cancel the agreement before August 5th without any early termination fees
Our corporate setup a new account with Frontier for internet and made the changes that we needed to make and now we are getting billed for early termination fees when we clearly called and confirmed that there was NOT any early termination fees.
We then called in on 08/05/2019 and spoke to Maria @ Frontier and was told that there is no early termination fees and the internet was disconnected because we port out the main phone number (1080) and the remaining phone lines were disconnected ***-***. using confirmation # BO-***. she advised that there are no equipment to be returned either and we get our final bill.
account number was and pin is
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. states that they were advised there would be no early termination fees when services were canceled.
Frontier has investigated the above statements and offers the following response:
Frontier finds no evidence that Mr. was advised that there would be no early termination fees for canceling their phone and internet serv
Frontier advises a one-year agreement was started on July 5, 2019 and services were disconnected on August 2, 2019.
Frontier advises the early termination fees are valid and sustained.
Frontier spoke with Mr. on October 2, 2019 and advised 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.
Frontier Specialist: Christopher C 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.
It appears that the person who documented this is as deceiving as the person who called me yesterday. There is a clear call recording on August 2nd that the rep said there is NO TERMINATION FEES for disconnecting the account. The account was disconnected with the information given from FRONTIER. The person who called me yesterday did confirm that the frontier rep did confirm and said that there is NO TERMINATION FEES when the account was disconnected. Furthermore, frontier did say that in order to void the contract, we will have to "switch" before 08/05/2019. We did make the switch and changed providers before that date and now they are splitting hairs by saying the "switch" meant that we had to switch our rate plan and "switch" does NOT include switching providers as we were planning to do so and did so.Frontier appears to be an extreme example of a deceptive company. It is very frustrating that such companies are able to take advantage of others. The negative consequences of this will be shared on social media and review pages, not that it matters to frontier, however, others should be warned of such deceptive practices.
Regards
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. states that they were advised there would be no early termination fees when services were canceled. Frontier has investigated the above statements and offers the following response:
Frontier finds no evidence that Mr. was advised that there would be no early termination fees for canceling their phone and internet service.
Frontier advises a one-year agreement was started on July 5, 2019 and services were disconnected on August 2, 2019.
Frontier advises the early termination fees are valid and sustained.
Frontier spoke with Mr. on October 2, 2019 and advised 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.
Frontier Specialist: Christopher C Department: Consumer Relations
I put my cable and internet on vacation hold on July 31st with Frontier Cable Co. I spoke with a representative and I have his name and the case number. The account was not placed on vacation hold and I have called numerous times and spent hours trying to get this settled. I get different information from each customer service person I speak to. It finally was placed on vacation hold on August 21st but I am being billed for the 21 days and can’t seem to get this resolved! I have a perfect credit score and don’t want to ruin it with a company that refuses to help resolve my issue. I am turning to you with the hope that you can help me. We sent the complaint to the dispute department but even that hasn’t worked. HELP!
Thank you for referring the complaint of Mrs.
*** to our office for review. We appreciate your bringing this
matter to our attention. According to the complaint: Mrs. states Frontier did not process her request to establish Vacation Service. Frontier has investigated the above statement
and offers the following response:Frontier records confirm the original request for Vacation Service was made prior to the eligibility date. Notes indicate Mrs. advised to call back on July 31, 2019. The account was accessed on July 31, 2019, but there was no other activity. On August 20, 2019 Mrs. called the business office to discuss her concerns. An order was processed to establish Vacation Service with a due date of August 22, 2019.As a courtesy, an adjustment in the amount of $223.55 was applied to the account for the overages. Please allow 1-2 billing cycles for the adjustment to appear. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations
First of all their sales people lie just to get you to sign up. I was promised my bill would not go over $165 per month it went up to $228 they would not accommodate me so I canceled with them as is my privilege. I guess the bill and they charged me for a full month of services when I only used it for 4 days I cancel it on September 4th the building was from September 1st to September 30th. When I contacted them they said that that I had signed a contract guess what never signed any contract and when I talked to corporate they said that it's in their agreement on a bill. I don't know about you but I don't expect to see a contract on my bill. They don't like anything being sent with the payment why should they send information with my bill. No service no payment plain and simple. I prorated my check to $30.50 for the four days of use. This is very shady I would never recommend this company to anyone.
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. is disputing a bill for service from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to the termination, Ms. was billed and thus incurred charges through the end of her billing cycle.
Frontier advises that as a onetime courtesy to Ms., an adjustment will be issued on the account to cover charges from the day Ms. requested to disconnect the account to the end of the billing cycle. Frontier has set up a follow up to review the final bill and ensure accuracy
Frontier advised Ms. of the above information via email communication on September 24, 2019
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
I amI am sorry I cannot let this go until this matter is closed it is not at the moment when they have settled it reasonably I will close this complaint until then it will remain open. They should not be allowed to do this to anyone charging people that haven't signed any contract 4 Non servicesclaiming that it's on your bill and your attention was never brought to it should be illegal and I believe is illegal. When I can sencorrespondence with my payment they can send correspondence with my bill until thenthis practice should be eliminated to save other people from going through what I'm going through.
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. is disputing a bill for service from Frontier.
Frontier has investigated the above statements and offers the following response:
Subscribers to Frontier’s services are billed one full month in advance. If you cancel your service subscription, termination of your service subscription(s) will be effective on the last day of your Frontier billing cycle. No partial month credits or refunds will be provided for previously billed service subscriptions.
Frontier advises that prior to the termination, Ms. was billed and thus incurred charges through the end of her billing cycle.
Frontier advises that as a onetime courtesy to Ms., an adjustment will be issued on the account to cover charges from the day Ms. requested to disconnect the account to the end of the billing cycle. Frontier has set up a follow up to review the final bill and ensure accuracy
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
Frontier advised Ms. of the above information via email communication on October 1, 2019.
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.
Absolute WORST Business I have ever dealt with in my long life. They are Thieve's and liar's and not to be trusted with Auto Pay Or anything at all. Ditto to all the other review's here. I have experienced it all and am also amazed at how a business like this can continue.
I have their service and a technician needs to come out to fix something. I was told by 2 people that since the technician was coming out anyway they would be able to wave the upgrade fee and I would only have to pay the difference in the monthly cost of the service for more bandwidth. I then was disconnected. When I call back and spoke with 3 different people they are unwilling to offer this again and refuse to hold to their promise. They have no escalation desk or manager to speak with or so they say. This is completely unacceptable. I spend hours on the phone with them each and every time I have any issue. Someone needs to step in and require that frontier fix their practices.
I am a customer that was located in a *** Fios territory that was purchased by Frontier. I inquired about changing my plan through a chat session with an online representative for Frontier. The employee advised me of a lower cost plan that I agreed to move to. Once this plan was changed I expected a certain amount to show on my bill and let my wife know to look for the change. Life happens and we kept paying our Frontier bill. I experienced an internet outage in July of this year which prompted me to look at my account. I found I was paying an additional $24 per month for the past two years for "Fios Bundle Charges" that I never requested or had access to. A little research shows that some *** legacy customers may have additional features that Frontier's system adds on. The first Frontier customer service rep I spoke with made changes to my account to correct the plan and get the correct charges going forward. That rep issued a $48 credit as a courtesy but let me know she would be escalating to a dispute team and I would be contacted within two weeks. I was never contacted. I called back and the next Frontier customer service rep I spoke with told me they did not see a dispute but would gladly put one in and I would get a call back within two weeks. I was never contacted. I called a third time and I was told that a dispute was in but they were not sure why I wasn't contacted and that the customer service rep who files the dispute usually calls back, not the dispute team. This customer service rep offered me an additional credit of $38. I called for the fourth time on 9/23/2019 to see what the status was on previous dispute requests. The "Escalation Supervisor" I spoke with let me know that they will only give a credit up to 3 months prior bills. I was then told that escalating to the dispute team may actually cause the previous credits I received to be debited due to the fact that the amount exceeds the 3 month policy. I am extremely upset that I was billed for products I never requested or had access to for 2 years. $24x24 months = $576. I understand that this is a system issue but as a customer I would expect the company I am doing business with to be the experts when it comes to their billing practices. If a mistake happens I would expect them to make an appropriate credit as a goodwill gesture for their customer. If an appropriate credit cannot be offered then I would love to speak with someone who can explain why it is a good business decision to overcharge a customer for two years for something they have not requested or have access to.
Frontier has reviewed Mr.’s account and found that an order was created to upgrade the Internet service on 05/02/17. A review of the order found that the agent did not remove FiOS Bundle Charges totaling $23; therefore, the customer was billed additional charges of $23 per month from 05/02/17 until the charges were removed on 07/08/19.
Mr. called on 06/27/19 to dispute the FiOS Bundle Charges at which time a credit of $48.72 was applied for 3 months of charges plus tax. An additional credit of $32.48 was applied on 08/05/19 for 2 months of charges plus tax.
Frontier has agreed, in this instance, to credit $534.54 for the remaining 20 months of FiOS Bundle Charges plus tax.
Frontier apologizes to the customer for the inconvenience that this matter has caused and has addressed this as a training issue.
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 was contacted by phone on 9/16/19 when a replacement FiOS digital adapter that had just arrived that day was found to be faulty. Technical support was unable to "replace the replacement" and transferred me to a customer service representive named "Karah". She said that the already-replaced adapter would be again replaced by another unit (which has never arrived). She added that she wanted to see if she could compensate me for the trouble that I'd had with getting a functional FiOS digital adapter. I hadn't asked for anything, but expected that she might give me an account credit of $10 or $20. Instead, she said that she'd been able to save me a couple of dollars on my monthly bill. I asked her how long this would last? She replied "44 months".
Following the end of this call, I started receiving email notices about providing Frontier with information about the "Frontier Secure Identity Security Bundle". This is a product that had not been mentioned to me (indeed, no products were mentioned by Karah). I did not ask for it. I did not accept it. It was never referenced nor explained. On the same day, I received a summary of a "new order" that I'd apparently placed with Frontier. It showed the "Security Bundle" priced at $5.99 per month.
The next morning, I phoned Frontier to cancel the unrequested "Security Bundle". I spoke with "Kimberly" who was singlularly unpleasant and unhelpful. She did not believe that I had not accepted the "Security Bundle". She did agree to escalate my complaint to a supervisor who was supposed to phone me later that day. This didn't happen. Meanwhile, I received a second order summary from Frontier which removed the Security Bundle, but added $10.00 for a WiFi Router that had been previously provided to me at no charge. My monthly bill was now supposed to be $12.00/month higher than it was before Karah was going to "do me a favor".
I phoned again on 9/18/19 and spoke with "Tiffany" who said that she was in Frontier's Tampa office. She explained that the $10 had been added because I had been grandfathered into not having to paying for it, but my requesting a change in my bundle (the one that I NEVER requested) eliminated the grandfathering. This conversation, including holds, took over 40 minutes. Tiffany was unable to help me return my billing to it's pre-Karah condition, but said that she would have one of two supervisors call me that day. Not surprisingly (judging from Frontier's "F" rating with the Revdex.com), no calls were received by me.
The Complaint states that:
Mr. advises that he is disputing the charges on his Frontier bill. Frontier has investigated the above statements and offers the following response:
Frontier advises that we apologize for the inconvenience this issue is caused.
Frontier advises that after review of Mr.’s account, we found that the mandatory router rental fee was added to his account before the end of his rate period. We have issued a lump sum credit to compensate for the router charge from the time of its addition, September 18, 2019, through July 2020.
Frontier advises that we spoke to Mr. on September 30, 2019 to advise of the above.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I signed up for internet service on 9/11/19 and scheduled the installation for 9/14/19. The service tech was at the access point on my house, but never entered my residence to install any equipment. When I called I was told it was being shipped, but they could not provide a tracking number at that time. I was on the phone with customer service 9/15/19, 9/16/19,9/17/19 for at least 45 minutes each time and no one was able to help me. I thought my account was set up finally and I received the equipment on 9/18/19. When I called tech service, because it was not working, they told me there was a problem with how my account was set up. By this time I was so frustrated that I requested to cancel the service. I spoke to a supervisor who told me that he had noted all of this on my account and that when the bill came to contact collections and dispute the bill and they would remove the charges. Today I tried to do just that and they are telling me that I owe for a month of service that I never used. In addition, I was on the online chat with Supervisor John D and he just stopped responding to me. This whole ordeal has cost me so much time and frustration.
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 was billed after she terminated order. Frontier has investigated the above statements and offers the following response:
Frontier advises we have scheduled a follow up to review the closing bill. Frontier has agreed to issue adjustments with no balance due.
Frontier has confirmed a shipping label has been sent to return Frontier equipment.
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
When I went to cancel my internet with this company I was told I had to pay a fee for breaking my contract I then told them I was never informed of any contract nor did I ever agree to one they then said it became active as of FEBRUARY this year when I had been a customer since December of last year and they claimed they had no record of that the only record they had was for February when I started my service again this is false I then said if they could provide my recorded phone call on this day and they kept giving me excuses that they didnt have access to it nor did they know who to contact for it at this point I asked to talk to a superior of the supervisor I was currently talking to and was told that I couldn't so I told them to remove my card and that I did not authorize them to take any funds from my account until the matter was resolved
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 was billed after she terminated services. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of his billing cycle. Ms. is eligible to continue receiving Frontier services through the end of that billing cycle. • Frontier spoke with Ms. and advised her of the above information. • As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle will be available through the end of the billing cycle for which you have been billed in advance.
Frontier has scheduled a follow up to ensure final 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.
1. Sales person tells blatant lies to sell me internet service - 1***1 on 30th July 2019 at 7:17PM pacific time. They tell me installation charges will be waived, I can keep my own router so I don't need to pay additional $10 per month, and they would buy out my contract with *** ~$100
2. Installer comes, I have to stay home on a work day afternoon. half way through once we discover sales person lied, install is halted. Supervisor insists the installer to mark installation as completed. Thus billing starts without even complete installation.
3. Supervisor also tells installer to promise me that supervisor will personally sort the matter out or get the things cancelled so I dont need to spend more time.
4. Supervisor also lies. No follow-ups. My attempt to contact him are not responded.
5. I spend more time reaching frontier. Finally someone from social media team - Quadra T contacts me to help resolve.
6. I offer them $500 if prove me wrong by listening to the original sales call recording. They fail to find the recording.
7. She schedules a follow-up installation after she agrees they would waive off unused days of service, installation charges, and would credit *** early termination fee. I agree that I will use their router and pay 10 extra
No one shows up on a saturday afternoon. I have waited another 4 hours.
8. She sets up another appointment for 2 weeks later. now we are almost a month of unused service but still billed. She says she won't give any more credits, nor would be able to cover early termination fees
9. I request to cancel the account. They still charge me $10. For so much harassment, time waste, and for something that was never used. refuse to waive it off.
Frontier Communications
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 was lied to from the very start and wasted many hours trying to get this straightened out.
Frontier has investigated the above statements and offers the following response:
· Frontier reviewed the original call and found much of the information Mr. was given to be incorrect. Frontier has turned all that information over to the original representative’s supervisor for coaching and development opportunities.
· Frontier spoke to Mr. on September 26, 2019 and told him about the findings and he is satisfied at this time.
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: Jacey D Department: Customer Specialist
We have telephone service with Frontier and have not have service since around the first week of July 2019. Phone calls have been made to Frontier was told that someone would come out on the 20th of September and that it was not a inside the home issue. Tried calling Friday the 20th cannot get a live person only a automatic system that keeps repeating itself, tried again Saturday September 21st...same results..Received another bill from Frontier....Not sure what to do however do not want to keep paying for service that we do not have.......
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
Ms. reports issues with home phone. Frontier has investigated the above statements and offers the following response:
Frontier advises repair to the home phone was completed October 1, 2019.
Frontier applied credit for service issues that will appear on next billing.
Frontier was unsuccessful in reaching Ms. to discuss the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
My bill was increased. I was having my mail forwarded from Florida to Michigan and did not receive the bill until the 4th of April, the first day of the new billing cycle. I complained and had the services reduced. I received two emails in the next two days (FT74190784), the first one had the original charges. The second had the new service, stating the next bill would be approx. $15.79, due to the refunds on the services I declined. Both emails had the same order number. The company bills in advance, and I called on the first day of the cycle. I waited for the bill, and it did not reflect the new service, but was the original charges. I called again, and was told to wait of the bill for the correction. Got another bill with the same charges, that had been increased to over $300.00. I called again and was told that the service had been terminated. She asked if I wanted to contest the bill, and I said I did. I told her that twice. She said to wait for the final bill. A bill never came. I was turned over for collection and had no knowledge of it until I applied for a loan at my local credit union. My credit score was in the neighborhood of 810. I always am conscientious about my bills. Frontier Communicationsis extremely incompetent, or a fraud. I waited for over an hour each time I called, and each time I called I was told that the problem had been corrected. I have searched the internet for a common mailing address to send the complaint with documentation, but could find nothing. I am assuming that the service is from the closest address to my home (St. Petersburg, FL.) I got the addresses from your website
Frontier records reflect that the 04/04/19 bill increased from $178.71 to $226.09 due to a promotional credit expiring as of 04/02/19. The bill reflects new charges of $226.09 for services dated 04/04/19 – 05/03/19.
Mr. called on 04/05/19 requesting to remove TV service. A review of the call found that the agent quoted $83.99 plus taxes with a 1-year contract and a $60 Prorated Early Termination Fee. Mr. agreed to proceed with the order. An order was created to remove TV service and Computer Security as well as re-bundled the phone and internet service effective 04/05/19.
Mr. called on 04/30/19 Mr. inquire on the April bill. The agent explained that a $50 promotional credit expired on 04/02/19 which was the cause for the bill increase. He stated that he dropped TV service; returned the equipment; and should only have phone and internet. The agent explained that the changes were made after the 04/04/19 bill printed therefore he would see the changes on his 05/04/19 bill.
The 05/04/19 bill reflects a total amount due of $326.36 which includes new charges of $100.27 for phone and Internet service dated 05/04/19 – 06/03/19 as well as prorated credit for removal of TV equipment and a past due balance of $226.09 from the 04/04/19 bill.
A reminder notice was mailed on 05/07/19 advising of a past due balance of $226.09 with a final due date of 05/22/19.
Frontier received a request on 05/20/19 to port out Mr.’s number to another service provider effective 05/24/19.
The 06/04/19 bill reflects a total amount due of $381.67 which includes new charges of $55.31 for a Prorated Early Termination Fee of $50.33 plus applicable taxes and a past due balance of $326.36 from the 04/04/19 and 05/04/19 bills.
Frontier advises that there has been no payment received on the account since March 2019; therefore, the balance of $381.67 was turned over to a collection agency on 07/14/19.
Frontier advises that the balance of $381.67 is valid as FiOS Digital Voice, Internet, and TV service are not prorated per our Terms of Service.
Frontier has agreed, in this instance, to credit $155.67 for TV and Computer Security dated 04/05/19 – 05/03/19 and FiOS Digital Voice, FiOS Internet and Router dated 05/25/19 -06/03/19.
After the credits were applied to the account, the balance has been reduced from $381.67 to $226.00. No further credit is warranted.
Frontier has notified the collection agency of the credit adjustment.
For many months & over 60+hrs on the phone with Frontier, I've tried to have Frontier correct their billing problems. They have turned my account over to a Collection agencies & it has effected my credit scores. Frontier is extremely difficult to work with, the worst I've ever encountered in my 66 yrs on earth. On three different occasions they have promised me everything has been taken care of & no further action on my part, but I keep receiving collection notices. Both supervisors Simon S () & Tom K () have assured me everything had been credited back/taken care of, this has not happened. I'm tired of fighting this and constantly transferred from one dept to another.
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. states that he has experienced billing issues with his services from Frontier and now his account has been referred to an outside collection agency. Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr.’s account under was ported out to another service provider on April 10, 2019.
Frontier advises that Mr. was set up with a temporary number under to retain the internet and Television services when was ported from Frontier that was pending approval from Mr.; however, the order was completed in error prior to confirmation. An order was completed on April 12, 2019 to disconnect this account. Frontier advises that a statement in the amount of $164.23 was sent to Mr. for a 30-day minimum billing. Frontier advises that an adjustment in the amount of $164.23 has been applied to this closed account. A request has been sent to pull back any negative credit reporting for this account.
Records show that an order was completed on April 29, 2019 to port back to Frontier per Mr.’s request. A statement was sent to Mr. on May 1, 2019 with a balance due of $188.14 which was not paid. Mr. ported out to another service provider again on May 28, 2019. Mr. was billed an early termination fee of $200.00 plus applicable taxes and surcharges on the June 1,2019 statement for canceling his services. Frontier advises that an adjustment in the amount of $200.00 plus applicable taxes and surcharges has been applied to Mr.’s account leaving a final balance due of $188.44 for the services provided to him from April 29, 2019 to May 28, 2019. An update has been sent to the outside collection agency with the adjustment issued and balance due.
Frontier spoke to Mr. on October 18, 2019 to review this information with him.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
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.
Yes, Frontier called me & as stated above. I did NOT port out my 40+ year home phone # , it must have been fraudulently done. I've spent over 60+ hours trying to work with Frontier to resolve & always passed onto to another dept. Their company is enept at resolving issues. I do not agree with any fees as I continually was shut off from their services (even with autopayment always on time). I never missed or late on a payment. I will not pay for services not rendered. .]
Regards
Thank you for referring the rebuttal complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Rebuttal Complaint states that:
Mr. states that he has experienced billing issues with his services from Frontier and now his account has been referred to an outside collection agency. Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr.’s account under was ported out to another service provider on April 10, 2019.
Frontier advises that Mr. was set up with a temporary number under to retain the internet and Television services when was ported from Frontier that was pending approval from Mr.; however, the order was completed in error prior to confirmation. An order was completed on April 12, 2019 to disconnect this account. Frontier advises that a statement in the amount of $164.23 was sent to Mr. for a 30-day minimum billing. Frontier advises that an adjustment in the amount of $164.23 has been applied to this closed account. A request has been sent to pull back any negative credit reporting for this account.
Records show that an order was completed on April 29, 2019 to port back to Frontier per Mr.’s request. A statement was sent to Mr. on May 1, 2019 with a balance due of $188.14 which was not paid. Mr. ported out to another service provider again on May 28, 2019. Mr. was billed an early termination fee of $200.00 plus applicable taxes and surcharges on the June 1,2019 statement for canceling his services. Frontier advises that an adjustment in the amount of $200.00 plus applicable taxes and surcharges has been applied to Mr.’s account leaving a final balance due of $188.44 for the services provided to him from April 29, 2019 to May 28, 2019. An update has been sent to the outside collection agency with the adjustment issued and balance due.
Frontier spoke to Mr. on October 18, 2019 to review this information with him.
Frontier stands by the original findings.
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.
The billing needs to be on only one account and the number to stay as it is on the phone number. The internet needs to be fix since we are already paying as if the internet was all fine and dandy. The number 2*** needs to stay as the phone being used on the account. No more not calling back and disconnecting on me when trying to iron things out.
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 would like to keep number and stop the disconnection process. Frontier has investigated the above statements and offers the following response:
Frontier advise Ms. we have cancelled the Disconnection order and we will then follow up to process an ownership change. Frontier has scheduled a follow up to review monthly service charges.
Frontier has processed a disconnection order for the new number she was provided.
Frontier has scheduled a follow up to ensure all appropriate adjustments are issued.
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.
I'm requesting a refund of $919.97 from Frontier. I've paid $25.99 per month for Frontier's "Personal Multi-Device Protection Plan" which guarantees "repair or replace" of computers in the event of a power surge/lightning strike.
My house was struck by lightning in Feb. 2019 which fried my desktop computer and printer. I sent the computer to Frontier for repair. They took almost eight weeks to return it and it was still inoperable. I wrote a letter April 25, 2019 to Mr. Daniel M, Pres & CEO of Frontier requesting a refund of $919.97 for the cost of replacing my computer.
Frontier denied my request stating I had to resend the computer for a 2nd attempt to fix. I did, and when it came back a 2nd time it still did not work. Frontier continues to reimburse me - NOW they saying I am obligated to send my computer to them a THIRD time.
(Aside: I took my computer to ***'s "computer ***" and they told me the computer was "fried" and not irreparably damage.)
There is nothing online on Frontier's web page which advertises "repair and replace" of their "Secure Premier Protection Bundle" that says a customer has to give them three (3) opportunities to repair a computer. I asked them to send me a copy of any internal contract that states that. They said they would and I have yet to receive anything.
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 would like to have a refund for his damaged Laptop computer. Frontier has investigated the above statements and offers the following response:
Frontier advises Personal Multi-Device Protection Include: Coverage for multiple desktops, computers, netbooks, tablets, monitors, non-leased set top boxes (video streaming devices), eReaders, and single line/two Line telephones or telephones with caller ID Units and gaming system consoles. Coverage also includes accessories like modems, keyboards & mice, one FiOS battery and gaming controllers. Coverage for accidental damage from handling (ADH) for laptop computers, netbooks or tablets. One low monthly fee instead of a large one-time payment for repairs or replacement. Convenient in-home repair for desktop computers; pre-paid shipping to a repair depot for smaller devices (laptops, tablets, eReaders, telephones and gaming system consoles).
Frontier advises to File a Claim: Customers can call to speak directly with an agent.
Frontier has made several attempts to reach Mr. to discuss the above information, but we have been unsuccessful.
Frontier has provided direct contact information by email and voice mail, 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
*** [aka "***"]
I did receive a phone message from Mr. Richard V of Frontier asking me to "file a claim" with Frontier. Below is my response to his phone message:
Mr. V
Thank you for your telephone message asking me to "file a claim," with your company . . . which I already did and resulted in my filing this complaint with the Revdex.com. I filed the claim in Feb. 2019 & was told to send my computer in for repair. Approximately six (6) to eight (8) weeks later my computer was returned and was not repaired. (Aside: I had to pay $95.00 to file the claim). Frontier refused to "replace" the computer as per the "Personal Multi-Device Protection Plan" I purchased from Frontier and under your "Premiere Service Plan" and pay for monthly. Instead, I was told that I had to send it in a second time. Again,I sent it in a second time, and when it was returned to me a second time, it still did not work. Frontier refused to replace the computer for a second time and instructed me that I was required to send it in for a THIRD attempt to repair it. It was at this point that I filed my complaint with the Revdex.com requesting reimbursement for a replacement computer in the amount of $919.97. If you should require more information, or clarification please contact me via e-mail. By the way, the name "Robert" belongs to my deceased father, and my phone number is in his name. In spite of numerous requests, Frontier continues to bill me under his name. Thank you in advance.
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 would like to have a refund for his damaged Laptop computer. 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. Frontier advised Ms. it is required to send in the laptop computer to evaluate and repair the computer. Frontier advises Personal Multi-Device Protection Include: Coverage for multiple desktops, computers, netbooks, tablets, monitors, non-leased set top boxes (video streaming devices), eReaders, and single line/two Line telephones or telephones with caller ID Units and gaming system consoles. Coverage also includes accessories like modems, keyboards & mice, one FiOS battery and gaming controllers. Coverage for accidental damage from handling (ADH) for laptop computers, netbooks or tablets. One low monthly fee instead of a large one-time payment for repairs or replacement. Convenient in-home repair for desktop computers; pre-paid shipping to a repair depot for smaller devices (laptops, tablets, eReaders, telephones and gaming system consoles).
Frontier advises to File a Claim: Customers can call to speak directly with an agent.
Frontier has provided direct contact information by email and voice mail, 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.
Frontier scheduled a tech appointment for today between 1 and 5 . I took time off of work ..around 4:00 I called to see if they were still coming they assured me I was still on the schedule. At 5:30 pm called again ..was told I was still on the tech appointment scheduled for today , when I demanded to know when they were coming Tonight the girl put me on hold and came back on the phone and advised me they are not coming but can offer me another appointment, I told them I want a guarantee that they will come .. advised they can’t guarantee me that,
. The same thing happened to me back in January with frontier when they were installing my fiber internet , twice I took time off of work and they didn’t show up to the appointments.
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
Ms. states appointment issues for internet upgrade. Frontier has investigated the above statements and offers the following response:
Frontier advises upgrade was completed on September 23, 2019.
Frontier advises a one time courtesy credit of $ 25.00 was issued that will appear on next billing.
Frontier spoke with Ms. on October 1, 2019 and reviewed the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.