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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On 08/01/2019, Frontier Communications dropped sports channel *** from the channel lineup.
I was paying for this channel as a part of the sports package.
I contacted the customer service and ask them for two options:
Reduce my monthly bill since you took away channel I was paying for, or
Give me another equivalent channel as a replacement; I asked for *** Sports, channel *** here in Garland, Texas
This is very logical to me: they took away something I was paying for so they need to give something back in return.
It is two way street, not one way street as their customer service thinks it is.
I was just offered $10 one time credit for the inconvenience caused regarding removing the channel I was paying for.
When office of the president of Frontier Communications contacted me on 08/19/2019 @ 10 am CT, they told me that per their terms & conditions that are regulated & approved by FCC, they have the right to change/remove channel from a lineup and consumer is still paying the same price on the cable bill as when that channel was part of the lineup.
Please, I need you to investigate this, because cable company cannot simply remove a channel and not adjust the price and on top of it to claim it is approved by FCC.
If I take something away from you and not compensate for it, it is called a theft.
?I am a consumer, and I do not want to be taken advantage by Frontier Communications.
I appreciate your help and time regarding this matter.
You can contact me on my mobile phone below.
Best regards,
***
Mobile:
Frontier Communications Account Number: ***-5
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 *** network was removed from his video package.
• Mr. *** requests to receive a monthly discount adjustment to his video package or a replacement sport’s channel to offset the loss of ***.
Frontier has investigated the above statements and offers the following response:
• Frontier advised that the *** contract expired August 1. 2019.
• Frontier advised that per Frontier’s Terms and Conditions, we reserve the right to change, re-arrange, add, delete or otherwise modify the Service at any time, with or without prior notice or liability, refunds or credits to you, including changing, rearranging or otherwise modifying our Programming packages, the channels and selections available in those packages, the Equipment, any Other Devices and any other features, products and services that we offer.
• Frontier advised that it is continually reviewing the combination of programming services that we offer. We analyze many factors including costs, viewership, flexible package placement and availability of similar programming on our lineup. After a thorough review, the decision was made to no longer carry ***.
• Frontier advised that it provided with the following options, one time $10 credit for inconvenience, add Sports Package at $9.99 per month, or upgrade to Extreme video package. Customer refused all three options.
• Frontier advised that the customer was provided with our response.
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: Jack A Department: Consumer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 13861784, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
***
Also, I attached my bills. As you can see, I am paying the same amount as when the channel they removed was part of the lineup.
If you take a channel away from me and I was paying for it, how come I am paying the same price when now the channel was taken away from Frontier Communications?
If Frontier Communications do not replace BeIn Sport channel they took away and replace it with TUDN channel (channel *** in SD/1539 in HD), this complaint not only with Revdex.com, but with FCC and Texas Attorner General I filed will not be resolved.
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. ***’s rebuttal advises that *** network was removed from his video package.
• Mr. ***’s rebuttal requests to receive a monthly discount adjustment to his video package or a replacement sport’s channel to offset the loss of ***.
Frontier has investigated the above statements and offers the following response:
• Frontier advised that the *** contract expired August 1. 2019.
• Frontier advised that per Frontier’s Terms and Conditions, we reserve the right to change, re-arrange, add, delete or otherwise modify the Service at any time, with or without prior notice or liability, refunds or credits to you, including changing, rearranging or otherwise modifying our Programming packages, the channels and selections available in those packages, the Equipment, any Other Devices and any other features, products and services that we offer.
• Frontier advised that it is continually reviewing the combination of programming services that we offer. We analyze many factors including costs, viewership, flexible package placement and availability of similar programming on our lineup. After a thorough review, the decision was made to no longer carry ***.
• Frontier advised that it provided with the following options, one time $10 credit for inconvenience, add Sports Package at $9.99 per month, or upgrade to Extreme video package. Customer refused all three options.
• Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution
• Frontier advised that the customer was provided with our response.
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: Jack A Department: Consumer Relations
Was billed and sent to collections with a note on my *** credit report.I have never receive services from this 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. was sent to collections over an account he never had with Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Mr.’s account and found that the service was never installed but not cancelled properly.
Frontier advises that a full adjustment was issued on the account and the outside collection agency will be notified and any negative reporting will be removed from Mr.s credit report.
A Frontier Representative spoke to Mr. on September 26, 2019 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
The company screwed up my initial order and needed to redo it. They SPECIFICALLY said they would not hard pull my credit for this order fix. I said ok but then within an hour I got an message from my credit monitoring that I had a new pull!!!!! I called and told them and they said they didn't know why someone told me that it wouldn't pull again. They need to be very specific with these type of things. This is a shady business practice. I would like for my second inquiry to be removed but I was told they do not do that. So I will fight it through the credit bureau if I have to but I would like them to fix it.
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 ran a second credit check on her account after assuring her that it would not be checked a second time. Frontier has investigated the above statements and offers the following response:
Frontier advises that the second credit check has been changed to a soft inquiry which is not credit affecting. Frontier processed this request on October 2, 20194; however, it can take 60-90 days for all credit agencies to update their systems to reflect the change.
Frontier advises that several attempts were made to contact Ms. to discuss this issue further but was unsuccessful speaking to her further.
Frontier has mailed Ms. a letter with direct contact information if she needs any further assistance.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
I have a bill owing to this company of $156.00, due on October 2, 2019. My husband and I are both on Social Security and get paid on October 3rd by direct deposit. I called and asked the agent if we could pay in full on the morning of the 3rd. The agent said no, you will be disconnected on the 2nd and a reconnect fee of $100.00 will be added to our bill. I think this is not called for because it is less then a six hour period before we can call in and pay the bill by phone. My husband and I don't have the extra $100.00 to add to the bill. We Cannot demand Social Security to pay us any faster. All my husband and I want to do is pay the bill off with out the extra charge and obtain our current phone service with Frontier Communications. I am aware of the fact that we have made promise to pay past bills on time, but have failed to do so. I don't see why they cannot wait a few extra hours until our money is available.
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. advised she requested an extension to October 3, 2019 to pay her Frontier billing. Frontier has investigated the above statements and offers the following response:
Frontier advised there is a payment extension on her account allowing her to make her payment on October 3, 2019.
Frontier spoke with Ms. on September 27, 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 *** has experienced as a result of the above matter.
Were suppose get insulation of new service on 9/23 .Never did they come or call .When I called they notify me of a date of 2 days later . I have a disabled mother with no phone now nor no cable or internet service.
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. advises Frontier missed her installation appointment. Frontier has investigated the above statements and offers the following response: Frontier found installation was completed on September 25, 2019. Frontier has issues a $25.00 missed appointment credit for Ms.’ account.
Frontier attempted to reach Ms. to advise of the above but was unsuccessful. Frontier left a message for Ms. that included direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
Before moving to a new place, I contacted Frontier for transferring cable and internet service. Customer service representative suggested that opening a new account is cheaper than transferring service with same channel line up and internet speed, so I decided to cancel the existing account and opening the new account. After moving to a new place, I found out that all channel I used to have is gone except basic channel. My husband contacted Frontier and complain about this issue, so we have all the channels back. In my bill they charge me way more than I used to pay. Non only the bill is higher than before but also I have a hard pull in my credit report. If I knew this would happen, I would transfer the service instead of opening a new account. Frontier said they don't have a good deal right now, but I believe there will a deal for new customer always.
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. advises that when she contacted Frontier to transfer her TV and internet services to a new address, Frontier suggested that she open a new account in order to lower her monthly rate for the same bundle package. After the services were installed at her new address, she discovered that some the channels she previously had were missing, and that there was a billing discrepancy as well. Ms. advises that she was billed an installation fee after having been told that it would be waived. Frontier has investigated the above statements and offers the following response:
Frontier advises that when the order was placed to have the services installed at the new address, Ms. was erroneously set up with a package that did not have all of her previous channels. The monthly rate for the downgraded package was less than what the customer had previously been paying, but when the package was upgraded in order to give her all of the channels back, it resulted in a higher rate that what she had been paying for services at her former address.
Frontier advises that at her former address, Ms. Lee’s monthly rate before taxes and surcharges was $92.00. After the she moved, and the correction made to the TV package, it increased to $119.99. Frontier will adjust the $22.99 difference on a monthly basis until the end of the original promotional period, which would be August 2020. This difference has already been credited on her current bill.
Frontier advises that after further review, it was confirmed that Ms. had been told that she would only have to pay $25.00 out of the total installation fee of $75.00. Frontier has credited $50.00 of that fee.
Frontier spoke with Ms. on September 26, 2019 and advised her of the above information. Frontier will follow up with Ms. once the October 2019 bill prints out to review it for accuracy, and she has direct contact information for Frontier.
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.
I suspended my cable service and retained my internet service with frontier as of July 2019. I returned the two cable boxes on 7/2/19. Frontier received them on 7/18/19. For two cycles I have been billed correctly. On 9/5 I received an email with my upcoming bill, charging me $200 for unreturned equipment. I called Frontier on 9/6 and spoke with rep who confirmed that boxes were received and that bill will be corrected. I was informed not to worry that my account will not be charged inappropriately because I was calling them way in advance. On 9/20 my account was charged $284.70 for the “unreturned equipment” that they know have received in July. I called frontier again and the rep said I had a credit. I don’t care for a credit. I cared for my money to be left in my account because it does not belong to Frontier. I asked to speak to a supervisor but Frontier does not have any readily available and told someone will be calling in 48-72 hours. In the meantime my account has been inappropriately depleted of $200. This is money I may have needed for something else. I now have to wait several more days to get my money back.
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 that Frontier billed her for equipment she has already returned. Ms. *** advises there is a billing discrepancy with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier has confirmed that Ms. *** has returned the equipment to Frontier.
Frontier advises that a full adjustment was issued on the account to cover equipment charges and it will post to the account in 1 to 2 billing cycles.
Frontier advises that a refund of the overpaid charges have processed back to Ms. ***’s payment source.
Frontier spoke with Ms. *** on September 27, 2019 and advised her of the above information. Frontier has provided direct contact information should she require further assistance.
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 somewhat satisfactory to me. In spite of my promptness is returning the equipment Frontier still took $214 from my checking account two months after having received the equipment. I had to wait a week to get my money back. The apologies from the nice lady in customer service were well received but I will like to eventually hear from the leadership of the company the steps they will take in order to avoid this kind of severe inconveniences to its customers.
Regards
We moved on 6/27/19 and cancelled our frontier service on 7/1/19 (confirmation number: ***). When we cancelled our service we had a negative balance (credit) of $55.81. We were told we would receive a prepaid Visa card in the mail within 30 days for the credit. I advised the agent of our new address and she said she would process the refund and have it sent to the new address. As of mid August, we had not received the credit and received another bill with a charge for $9.99. I called frontier to ask about this new charge and ask when we would receive the credit. The new charge was a disconnect fee which we were not informed about when we called to cancel our service. The customer service agent said no problem, it will be reinstated and you will receive your full refund of $55.81. I asked how long it would take to receive the refund, he said it can take up to 90 days so I should call back if I have not received it by the end of September. I asked him to check where it was being sent to and he stated the old address. I again informed him we had moved and would need the address updated. It is now 9/22/18, we still have not received the refund, and the account is still missing the $9.99 fee. I called frontier again to ask what the deal was. After spending 47 minutes on hold, and another hour on with an agent and her supervisor, I was told we would not get the $9.99 fee back (even though I was told I would by one of their agents), and that the refund would take another month at least. This will now be a 4 months since closing the account, to "process" a refund. While on the phone with the agent, I again asked what address the refund would be sent to. Again, the old address was listed. I had her update it. It took 4 times for her to enter the correct address. She explained she suffered from dyslexia, I said no worries. Then after her supervisor tells me there's nothing she can do, I ask the supervisor to verify the address to me. It was still wrong. I give the supervisor the new address, she also repeats it back to me incorrectly. I correct her and she also claims she has dyslexia. Seems too ironic. I've now spent over 5 hours on the phone with frontier, all for this issue, and have not received any resolution.
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
Ms. indicates that Frontier did not provide a refund in a timely manner.
Ms. advises she was billed a broadband processing fee.
Frontier has investigated the above statements and offers the following response:
Frontier’s refund policy is to issue a prepaid Mastercard 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 $9.99 Broadband Processing Fee is charged for all Broadband Internet disconnects to cover the cost of processing the disconnection of the service at the central office or remote facility.
Frontier advises the refund of $ 45.82 was submitted for processing and delivery as of September 25, 2019. Processing and delivery can take 14 to 21 days after issue.
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.
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 have not received the refund and have been promised again that it will arrive by 10/21/19 so I am not satisfied until the refund is received.
Regards
Frontier contacted Ms. on November 7, 2019 since refund was returned undeliverable. Address was corrected with unit number and will be sent 7 to 10 business days for re-delivery.
Frontier Communications bundled accounts without permission:
We never agreed to a phone and internet bundled service, although there was a discussion about. I found it bundled by surprise on our January 2019 bill.
After many failed attempts to correct this through phone calls and letters
I can not get this resolved. I have kept current on my phone proton of the bill throughout this whole process.
(The cost of *** Net. bundled with Frontier was approx.$25.00 more than paying separate.) After having it un bundled by Frontier, I finally payed a payment for the *** portion based on what I would have payed directly to *** had it not been bundled as Frontier clamed they could not remove this extra amount from my bill.
I sent a letter to them explaining all the as asked then to clear up the remaining balance on my account which which included numerous late fees.
With no resolve I spoke to Belinda Smiley, she refused to help claiming she had a tape recording of the discussion of us agreeing to bundle, I asked for a transcript of this discussion and she said she could not share it.
I asked then why did a representative call a week later and ask if we had decided to bundle yet and again said no
I am still paying my "Phone" portion of the bill and I am up to date on this but I am still waiting for a resolution.
In addition the length of time I was on hold and the number of times I was disconnected during my numerous attempts to speak to someone at Frontier was unacceptable.
I will continue to pay for the phone service but will not pay the added charges that were never agreed upon.
Thank you for your time.
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 Ms. we have issued the appropriate adjustment.
Frontier advises we have credited the late fees during the investigation.
Frontier advises we have reviewed the December 28, 2018 *** charges and we have issued payment to *** on invoice ***.
Frontier has confirmed that account is no longer bundled with ***.
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. This resolution is still in the works, not yet satisfied.10/2/2019
Regards
Frontier forces router rental charge when no rental was requested or provided. Also was shipped a router to use 2 years+ into service when it was clearly not requested and customer service refuses to take equipment back.
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 is disputing the router rental fee on his Frontier bill. Frontier has investigated the above statements and offers the following response:
Frontier advises that our advertising and our residential terms of service 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.
Frontier spoke with Mr. on October 3, 2019 and advised him of the above information. The customer also requested a return shipping label for equipment that had been shipped to his home, and Frontier will be sending him the return label in a timely manner.
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.
Requested 4 remotes, 4 times, received only 1. Old *** remotes stopped working, can not change my channels, while paying $218.00 monthly
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 that she requested new remotes on four occasions and has not received the equipment.
Frontier has investigated the above statements and offers the following response:
Frontier advises that three remotes were delivered on September 25, 2019.
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.
I have no phone or internet over a month they have canceled coming to fix the problem 3 times
Frontier has investigated the above statements and offers the following response:
Frontier received a repair request for static on Ms.’s service line on August 18, 2019.
Since Ms.’s repair request was service affecting and not marked as a complete outage the original due date was provided as September 6, 2019.
Frontier further advises that due to an unforeseen workload in Ms.’s area, her repair was further delayed.
Frontier determined a bucket truck was required to repair the service on September 27, 2019.
Frontier dispatched a technician with a bucket truck on October 1, 2019 and repaired a cross section of cable.
Frontier has issued a credit for the service outage since August 18, 2019.
Frontier has left a detailed message with direct contact information for additional concerns.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter
Revdex.com:
They will not take off the 2 months without service off my bill.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is fixed.
Regards
I had a bundle account with frontier internet and *** tv.I would pay for both accounts thru frontier online.Based on frontiers pricing and poor internet services I closed my frontier account and mailed the equipment after receiving the mailing label frontier sent to me.Frontier is claiming I owe them for equipment and for my *** account,I still have my *** account and do not owe any past dues and am current.The last time I contacted frontier they verified the balance of 239.71 was incorrect and only owed 9 dollars,and to wait for the bill correction in the mail.Just got off the phone and this problem is still not resolved,spoke with the collection dept for frontier.
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. is disputing his billing for service with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier spoke with Mr. on September 26, 2019, and confirmed the account balance is zero. This account has been removed from collections.
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
I called in September 20th to cancel my services for Friday September 27th. The representative taking that request said no problem and took down our information. Our services were cancelled September 21 instead. I called Saturday September 21th at 7:40am EST the first representative being a lady said they would restore our services within one hour. Call back the request was not submitted and transferred me around to different departments. Finally got a Male representative saying they cannot restore our services without getting a new account EVEN THOUGH THIS WAS NOT MY FAULT! Order #
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 service was cancelled before due date requested. Frontier has investigated the above statements and offers the following response:
Frontier advises we have made several attempts to speak with Mr. regarding the above matter, 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.
On September 8th I contacted Frontier to setup 500mbs internet service at my apartment. The person I spoke to in the phone schedule for a tech to come out on Friday the 13th of September. She told me I would be able to do a self install in order to save me the installation charge. The tech would only need to do the required work on the outside of the apartment and not need to enter my apartment. I received the equipment (Modem, Coax line, Coax splitter, Network cable and instructions) on Friday evening. The next day I setup the equipment and did not seem to have service, but my current provider was still active. I placed a call to Frontier to find out what the issue was. They informed me that the service I selected would in fact require a tech to visit my apartment and perform an installation. I then proceeded to have them schedule service out on Sept. 21st with an install time frame between 10:00am-2:00pm EST. After waiting the full 4 hours and receiving no calls, I contacted their support number. When my call was picked up, they proceeded to struggle to find any information about my account and kept referring back to my previous service at another location. I provide the order number and when the operator returned she stated an incorrect address. Once the address was sorted, she reached out to the dispatch dept. and was informed that a tech can still come out, but that there were 10 other jobs in my area and they could not determine a time frame. I then proceeded to inform her to just cancel the install and that I wanted to cancel the service all together. She transferred me to the billing department, were I explained again my dissatisfaction of the service and I did not want to deal with it anymore. Upon hearing that I was canceling the service, they tried to talk me into rescheduling the service visit again and based on my availability and work requirements, this revisit would not have been able to be scheduled until October 5th, almost a month after I initially called. I again informed the operator that I just want to cancel the service, not be charged for it and to provide a means of returning the equipment. This is when he informed me that they would issue a $25 service credit due to the missed appointment and per their policy I would still be charged for the month of service (which I never received). This is in my opinion extortion. I waited 2 weeks to try and get service, they got information wrong, did not provide me the service and yet I still get charged.
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 a billing dispute with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Mr. on September 25, 2019 and advised that Frontier would follow up on the final bill to apply the appropriate adjustments.
Frontier has confirmed with Mr. all equipment was returned to a local office.
Frontier advises a missed appointment credit has been issued.
Frontier has confirmed Residential install order was cancelled before installation was completed.
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 have been having internet connectivity issues for a week now so I contacted customer support and got a ticket number for a tech to come fix it but I just checked on the status and it says it was already completed even though the tech wasn’t scheduled to be here for 2 more days and nobody has been here and the internet still isn’t working. I got on a chat with their customer service and was told when I provided the ticket number that they had no active appointment or ticket on my account for the date I have confirmation text messages saying they will be here. They werent even able to find the ticket number I have in the text messages. They issued me a new ticket for 9 days from now.
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 that she has experienced missed appointments for Internet repair.
Frontier has investigated the above statements and offers the following response:Frontier advises that Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other things.
Service concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.Frontier advises that a credit adjustment has been applied to Ms.’s account for the missed commitment and time out of service.Frontier advises that Ms. has terminated her service on September 30, 2019.
Frontier attempted to speak to Ms. but was unsuccessful. 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.
Apparently I received a promotional "year free" for a "router rental", after which my bill increased by $10/mo. You see, I have never, and still do not, have a frontier router. Despite this, frontier says I am liable for the cost. I can now be neither refunded nor do anything whatsoever to remove this hardware charge from my bill, despite not having any hardware.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. is disputing his bill for services from Frontier.
Frontier has investigated the above statements and offers the following response: Our 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.
Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipment.
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.
I cancelled my internet service with Frontier on August 22, 2019, by calling their customer service number , and spending 9 minutes and 32 seconds on the phone with them. The reason for cancelling was I was moving but also I was at the end of my contract with them. I updated my billing address to my new address with the person I spoke to. I was told they would ship me a box to return the internet router back to them, which I was renting monthly and billed for on my monthly bill. To date, I received no box and when I went on the website to look at my account, in the service order history, I see on Aug 22nd that an order was completed to upgrade my internet service to 200mb instead of a cancellation of service!! By the way, the upgrade of my service took place months earlier so this is clearly fraud. There was no record of Frontier having mailed me a box when I went to the location on the site to re-request return box to be sent to me. I received a bill dated 9/8/2019 from Frontier with new charges of $12.81 (my normal service charge was around $80 per month. The charges were for "OTHER SERVICE CHARGES AND CREDITS" under "FTR SECURE BB $5 CREDIT" (I was charged $2.00), and "Residential Broadband Processing Fee" for $9.99.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. is disputing the final bill after he terminated Frontier services.
Mr. requests his refund sent via a check for the credit balance on his account.
Frontier has investigated the above statements and offers the following response: Frontier has applied a credit adjustment as a courtesy to Mr.’s account.
Frontier’s refund policy is to issue a refund 90 days from the date of service disconnection or termination.
Frontier issues refunds for disconnected residential accounts via a prepaid Mastercard card managed by ***.
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.
We've had multiple billing issues with this company and are clearly being robbed. We have bank statements proving that we pay our bill each month. Finally, we got a 1 page bill in the mail for an obscene amount of $992. We were turned off yesterday morning so we contacted Frontier.The "Supervisor" in collections Stephanie badge # *** was zero help and kept referring to the month of March.How is that possible when we paid April and there was no service issues, May no service issues, June no service issues.Then she tried saying that there was a return payment of almost $800 which is not on our bank statement. She stated that we had payments set up that were NEVER setup by us. We've gone weeks without a house phone because of their service issues. Our internet is definitely not the speed that we've been paying for. There's just way to much stuff to type and with all due respect, is quite infuriating. My 12 year old son was diagnosed with a rare heart condition called Hypertrophic-Obstructive Cardiomyopathy and access to both a landline and internet for video conferencing with his Pediatric Cardiologist, who is in Boston, is very crucial. We had *** before this and only switched to Frontier because they literally knocked on our door everyday for weeks. Their sales pitch was that we were in a perfect area near some sort of booster which could feed other houses so our house was perfect for their company. They told us that we would pay $99 a month for the same triple play that *** was giving us for twice the amount. The lie detector shows that that was a lie! How they could just shut someone with a medical condition off without doing a proper investigation seems quite unethical.
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 for Frontier. Frontier has investigated the above statements and offers the following response:
Frontier attempted to contact Mr. to address her complaint but was unsuccessful. Frontier sent an email and left voicemails with direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
I signed up with Frontier this summer and had service for a week and then my service went out. I was without service for week before a service technician was able to come out. He told me my connection had been cut at the Frontier office accidentally and he fixed it. I called in to speak to a representative about lowering my bill for the Inconvenience and was told they would take $42.54 off the bill so I paid the remaining balance. The next month the bill still showed the $42.54 so I called again and was told to disregard that amount, that it shouldn't have been on the bill and that they would make a note in my account in case it mistakenly showed up again on next months bill. The $42.54 was indeed on the next bill and once again I'll n I called and was told to disregard that amount and pay the balance so I did. The next month it showed up again and had accrued late fees. I called again and was told that only $40 of the $42.54 was approved and that the representative would waive $19.14 to combat the late fees. The $19.14 was removed but not the $40 so I called again and was told the $40 was not approved and that they could only remove $19.14. I am extremely dissatisfied that through Fronteirs own fault my service was disconnected and then I was being given inaccurate information regarding my account so I was not compensated the $42.54 they told me and was then charged late fees and had to deal with the headache of monthly phone calls to try and resolve this issue.
The Complaint states that:
Ms. advises that she is disputing her Frontier charges. 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 Ms. was advised that a credit of $42.54 was being issued on July 2, 2019. This credit appears on July 29, 2019 statement.
Frontier advises that after a thorough review of Ms.’s account, we found that all of her charges are valid and will be sustained.
Frontier advises that we spoke to Ms. on September 25, 2019 to advise of the above.