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 have not had internet service for the last 2+ weeks from my internet provide, Frontier Communications. I have had 2 scheduled appointments where I was,required to be present between the hours of 1 and 5. This required me to take time off from work. Both scheduled days, I received a text message between 1/2 hr and 45 minutes after the 5 p.m. ending time frame that stated "due to unexpected delay, they are unable to meet the appointment time frame" and then automatically rescheduled it. Now, it is,rescheduled again for tomorrow and it will require that someone be here between the time of 1 and 5. Since I am unable to take time off at such short notice, I have had to rely on another person taking time off from work to accommodate Frontier.
I have discussed this with a supervisor from Fro,tier and they have escalated the priority to put us first,on the list, but no guarantees that it will happen and they will need to call me tomorrow at work to verify that someone will be here when they say they will.
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 had no internet service and several missed appointments. Frontier has investigated the above statements and offers the following response:
Frontier advises that service outages can be due to many factors. Some outages affect multiple locations and others are related to individual locations or services. Frontier must be advised of any service outages and allowed the opportunity to address and resolve the interruptions before any adjustments can be applied for time out of service.
Frontier advises a follow up is scheduled to ensure adjustments accuracy.
Frontier has provided direct contact information if Ms. has additional concerns.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
On 3/13/19 I requested from multiple Frontier customer service representatives, in writing, to cancel my services effective immediately. The services I was paying for were non-functional and did not work properly. I was informed by my installation technician that this was a complaint he received a lot, and his only suggestion was to try their equipment and cancel later if it did not improve. Service never improved, so I chose to cancel. I made this request verbally, was transferred no less than 4 times prior to being hung up on by a Frontier representative. I switched to their chat service line and made the same request to cancel service. I was given specific instructions on how to return equipment, what to include with my return, and where to send my return. I paid to return my own equipment, included a copy of my most recent bill with the return, along with a copy of my chat transcript, and a letter requesting my services be disconnected. This package was confirmed as received, but Frontier never confirmed receipt of my equipment or cancelled my services. Frontier continued to bill me for 5 months of service, did not respond to multiple letters requesting they update my account information as no longer being in service, and finally threatened to send me to collections and ruin my credit for unpaid services. On 8/17 they were paid $109.00 to prevent my account being sent to collections. On 8/24 I received another bill from Frontier in the mail and called their customer service line again, where I reached representative Laiken who confirmed that my services should have been cancelled effective 3/13/19 when my request was made, she also confirmed that my equipment had been received, and that there was no reason why I should have continued being billed. This was confirmed as a Frontier billing error and I was advised by her supervisor that a formal dispute had been opened internally that would generate a refund of $272.50 for April, May, June, July and August 2019 that I had been charged for erroneously. I was also informed that I would hear back from Frontier within 24-48 hours with the outcome of the dispute. It has now been 3.5 weeks and I have still not heard from Frontier regarding the outcome of my dispute. This is a very typical representation of their service, which has always been subpar. I am requesting that a 3rd party step in, as they will ignore me, the small person who does not matter to them. Please help make my voice heard as they are simply bullying me as a small consumer, there is no way possible that I am the only person this has happened to. Numerous reviews were left online of similar experiences with Frontier and their customer service department. Your help is direly needed to correct this company's false practices and abuse of power. I have chat transcripts and USPS tracking information that have also been made available to Frontier for verification purposes. I am tired of being ignored and stolen from by this company, please help!
The Complaint states that:
Ms. advises that she is disputing her final balance with Frontier. 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 our records indicate that we did not receive a request to cancel her Frontier service, which resulted in a disconnection of non-payment.
Frontier advises that our records indicate that there was no internet usage from Ms.’s account following March 2019. We also received proof that Ms. connected another internet provider in her home beginning in March 2019. As a courtesy, we have issued a credit for charges billed from April 2019 – June 20, 2019, the date Ms.’s account was disconnected.
Frontier advises that we communicated this information to Ms. on September 30, 2019.
We have had four scheduled appointments to set up
Our telephone and internet and nobody has shown up. This is a second home and we are traveling 700 miles round trip to be there for these appointments. After two months we still
Do not have telephone or internet installed!
The Complaint states that:
Mr. advises that he has had multiple missed appointments after requesting Frontier service. 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 a technician installed Mr.’s Frontier services on September 18, 2019.
Frontier advises that as a courtesy we have credited the installation fee associated with the install of Mr.’s order. As a courtesy, we have issued a $25 credit due to missing our original commitment.
Frontier advises that we spoke to Mr. on September 23, 2019 to advise of the above.
I called Frontier June 26 to have my phone service disconnected. Frontier failed to do so. I did not discover until Sept that they had actually never disconnected as I had requested and continued billing me from June thru September for services I never had. Then when I requested my entire services disconnected I was told they would bill me until October 4 whether I had services or not. It is UNACCEPTABLE for Frontier or any other business to charge customers for services they don't have and it actually sounds illegal
The Complaint states that:
Mr. advises he is disputing 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 our records indicate that Mr. contacted us to remove his phone service on June 26, 2019, however continued to bill.
Frontier advises that we have issued credit for the period June 26, 2019 through October 6, 2019.
Frontier advises that despite our best efforts, we were unable to reach Mr. to discuss his complaint. Direct contact information has been provided via email.
Because I have no idea the amount Frontier plans to credit me and because my service with Frontier ended on September 19 and not October 6 as they are trying to bill for, I reject the offer
The Complaint states that:
Mr. advises he is disputing 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 our records indicate that Mr. contacted us to remove his phone service on June 26, 2019, however continued to bill.
· Frontier advises that we have issued credit of $88.66 for the period June 26, 2019 through October 6, 2019.
· Frontier advises that per our Terms of Use, if a customer cancels their TV and/or Internet service subscription, termination of your service subscription(s) and any early termination fees will be effective on the last day of your Frontier billing cycle.
· Frontier advises that as a courtesy we have credited Mr.’s account for charges billed for TV and Internet services from his requested cancellation date of September 19, 2019 through the end of his bill period October 6, 2019. This credit amount was $45.03. Internet and video charges including video on demand rentals for the period of time up to September 19, 2019 are valid.
· Frontier advises that despite our best efforts, we were unable to reach Mr. to discuss his complaint. Direct contact information has been provided via email.
About every 2 months, my speeds with frontier go down to around 1/2 of what I pay for. Each time I contact and complain - adamantly insisting that its their issue - usually within 2 days the speeds are back to normal - and then about 2 months later I notice that the speeds are back down again. I started recording the dates of contact since I have filed a Revdex.com complaint before and I know you want to know each dates of contact. The recent dates are 4.18.19, 7.8.19 and 9.17.19. They continue to deny that they are throttling the speeds or limiting them in any way, but this is simply not true. They continue to fail on providing service. I have found many other online complaints about this same issue. It is so rampant you actually have a warning on your site about their failure to serve their customers
The Complaint states that:
Ms. advises that she has intermittent speed and connectivity issues with her Frontier internet. Frontier has investigated the above statements and offers the following response:
Frontier advises that we apologize for the inconvenience this issue is caused. Frontier tested the access line and found that Internet speeds were within an acceptable range.
Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.
Frontier advises that it follows the FCC’s net neutrality rules and does not block, inhibit, or throttle any specific applications or classes of application.
Frontier advises that despite our best efforts we were unable to reach Ms. to discuss her complaint. Direct contact information has been provided via voicemail and email.
I moved and called Frontier to "transfer" my service to a new house that I was moving to. Well, Frontier did not transfer the service they cancelled and put in for "new" service to my new house. That's where everything turned horribly wrong. I was on the phone with customer service for 3 days straight for 3 hours at a time. To try and fix the problem, they would not change my due date and they just said they were sorry that it wasn't a transfer and there wasn't anything they could do. I told them to look at my payments, I never miss a date and I could not afford to make two payments in one month. They said that if I didn't pay them then it would go to collections every month. Every single time I would talk to someone about my problem they would put it in the notes....well when I would call another day....it wouldn't be put in the notes. I thought I had everything fixed and then I get a HUGE bill again. I feel like Frontier is not apathetic to a middle class American who is trying to make things right. Some people would just let it go. I paid the HUGE bill because I didn't want anything going to collections but this is not right. Frontier should care about their customers and take care of them.
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. Ms. advises that Frontier changed her due date for her billing statements Frontier has investigated the above statements and offers the following response:
Frontier records show that Ms. contacted Frontier because she was moving but needed to have services working at both location for some time. In order for Frontier to provide service for Ms. at two locations, Frontier had to create a new account for the new address with Ms. Griffeth’s permission.
Frontier advises that since a new account had to be created for the new location, a new billing cycle date was assigned to the new account.
Frontier advises that active accounts are not sent to collections.
Frontier spoke to Ms. on September 25, 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 Ms. has experienced as a result of the above matter.
Check the phone records a 62 dollar credit was promised to me and the customer service reps Stacy and Tony said they would not honor it and said there was no body above them to help. They stole from me.
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. contacted us to cancel her service on June 24, 2019. At that time her cancellation was set for the end of her bill cycle and Ms. agreed to keep service until that time.
Ms.’s bill cycle is June 20, 2019 – July 19, 2019. Ms.s payment made on July 14, 2019 of $51.03 paid that period of time that services were provided.
Frontier advises that all of the charges billed to Ms. are valid and sustained.
Frontier advises that we spoke to Ms. on September 20, 2019 to advise of the above.
I have been a customer of frontier for years. I started paying $30 a month for "6mbps" internet which is nowhere near that fast & spotty at best. Anyway I've noticed my bill continuelly increasing, now $60/month. I talked to a rep last year who guaranteed me that my price would never exceed $45/month. Anyway I saved the chat stream/ have proof frontier straight up lied to me! Con artists all of them, not a way to do business.
The Complaint states that:
Mr. is disputing charges for his Frontier internet service. 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 Mr. contacted us regarding the rate for his Broadband Max service, and we provided him with a $10 discount valid through September 2020. This is the lowest rate available for Broadband Max.
Frontier also advises that the available Internet speed depends on the distance from Frontier’s closest facilities. Mr.’s location is over 17,000 from the nearest Frontier facilities. Frontier is providing the fastest Internet speed that it can provide at this location at this time.
Frontier advises that we spoke to Mr. on September 18, 2019 to advise of the above.
First of two: I bought a house on March 1, 2019. I called Frontier ahead of time to have service switched over and cancelled at my apartment by March 22, 2019. A couple months later I received a bill for the old account addressed to my old address that was forwarded, the service had not been cancelled. I called frontier and explained the situation, I was told the account was never closed in the system, but it was now and I was not liable for the bill. I received a confirmation number for the cancellation #***. Another month goes by and I receive a disconnection letter for the same account and notice that I would be sent to collections if I didnt pay. I spoke with over 5 people at Frontier and I was told that there were no notes in my file indicating the previous conversations or attempts to cancel the old account. I was sent to the dispute department, where I filed a dispute that took over 15 minutes to do. I was then transferred to the collections department to put a hold on the late bill until the dispute was final and the employee in that department told me there was no dispute filed on my account even though I had just did it.
Second Problem: While on the phone with the above issue, I was told that I could upgrade my internet speed for the exact same price I had. I asked the employee if there would be any additional fees to do this, she said none. A month later, I receive a bill from Frontier charging me $75 for an installation fee. I called and asked about it and I was told there was nothing to be done about that fee. I informed her that a technician never came to my house, to my knowledge. She said they dont always need access to inside the house.
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. stated her old
account was not disconnected. Frontier
has investigated the above statements and offers the following response:A service order, *** was issued incorrectly to disconnect customer’s old account.On October 4, 2019 we
issued (3) credits to the customer’s account which will post in 1-3
billing cycles.We have called the
customer and left a message with the above information along with our
direct contact information.Frontier
apologizes for any inconvenience the above matter caused. We trust that this
information will assist you in closing this complaint.Sincerely,Sandi
B.Frontier
Communications
I cancelled my Frontier Communications internet service before the 16th of August. My service was disconnected instantaniously and have I STILL been billed for 8/27-9/26. I'm being billed without recieving any goods or services. I've called quite a few times to insure my fees were in order and consistantly got nowhere with the customer service who kept transferring me to other reps who not only knew nothing about what's going on with my account but did absolutely nothing to fix ANY of my problems. Ultimately they're trying to make me pay for service during 8/27 -9/26 when I cancelled my account on 7/16. I've filed a dispute, no one followed up with me and I'm at my limit with their customer service lines. They said wait 48 hours and I waited a whole week with no response nor change to my account.
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. stated he
was billed after disconnection.Frontier
has investigated the above statements and offers the following response:A service order to
disconnect the service was generated with the customer called us on August
3, 2019.On October 2, 2019 we
issued an adjustment to zero out the account.We have called and
left a message for the customer with the above information and our direct
contact information. Frontier
apologizes for any inconvenience the above matter caused. We trust that this
information will assist you in closing this complaint.Sincerely,Sandi
B.Frontier
Communications
I started my service on Dec of 2018 and at the time Frontier was offering a promotion of $40 for internet service and a month to month plan which they advertise was a no contract promotion. My account then goes into collections for non payment but I made a payment of $177.55 to get my services reinstated. Frontier representative took my card information and stated they would have to create a new account with my old information. I was not told there would be an another installation fee and my bill would now be $66 instead of my old promotional pricing. I paid $155 for another install fee. The customer service rep assured me all the information would stay the same. I attempt to log in online and through their phone app to make a payment and cannot log in. After an hour and a half one of the managers found out all of my information was incorrect including the last four digits of my social, my phone number, and my birthday. I could not understand how they got all my information incorrect when it was correct in the first place back when I signed up in Dec. of 2018.
Now calling their customer service number spoke with a representative to cancel my service and turns out I would have to pay a cancellation fee of $188. On top of that, he representative stated they have no record of my payment when my services got disconnected. So on top of my bill now being hire then when I signed up I had to pay an installation fee and a termination fee along with a payment they have no record of for a total of $520 which I was not informed of.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he has billing discrepancy with Frontier. Mr. advises he agreed to internet at $40.00 per month. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Mr. on September 23, 2019.
Frontier has reviewed current internet promotion and the Internet was billing at the correct rate of $39.99 plus equipment, taxes and surcharges.
Frontier confirmed all products and charges were correct.
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.
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,
***
The issue was not only the 40 dollars a month discrepancy but I was build twice for two installations charges which the technician stated himself he did not do any work at my residence and also the agreement when I first signed up back in Dec of 2018 as it was a no contract. I am being charged for two installations fees and a termination fee.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he has billing discrepancy with Frontier. Mr. advises he agreed to internet at $40.00 per month. 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 spoke to Mr. on September 30, 2019.
Frontier advises all promotions and charges are correct. Frontier advised Mr. had several missed payments, late fees, a re-connection charges. All products were priced correctly and each bill displayed promotion expiration date.
Frontier advises no adjustments needed. Current charges due are valid.
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.
Frontier did 4 no-call/no-shows to install my WiFi
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. advises Frontier missed install appointments with no calls to notify.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the missed commitments experienced by Mr..
Frontier has applied a missed commitment credit to Mr. account.
Frontier communicated the above information via phone message on September 20, 2019 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 began services mid July 2019. The installation was poorly done and the lines were too low. By the following week, the internet went out and it took a week for them to fix the issue. Then August 9th the line and box were ripped off my home by a high profile truck because the line was too low. It took 4 days to get this serviced. When they returned to install the line 8/13, they put the line in too low again and we're told that this would again be ripped off the house. By the 15th of August, the line was again ripped off my home and again stopped tv services. I called Frontier to disconnect all services indefinitely and explain my reasons behind this request. The representative informed me that he cancelled my services and advised I needed to also file a claim with the corporate office for any damage done to my home. On September 16th, I receive a bill for $221 and a note stating the bill was past due. I called customer service to ask why I was being billed. The representative indicated that the services were never disconnected. She explained that the notes stated that the call I made on the 15th of August was somehow dropped and the representative did not complete the process of disconnection. This was not true and I believe it's a tactic to continue billing people after services are terminated. When I requested to speak with a supervisor the representative indicated that I could not do so and that they could not do anything to disconnect my service in any case . I asked for the corporate number and she refused to provide it to me . On the 17th of September, I called another customer service number listed for Frontier for persons with disabilities. I indicated I needed the number to the corporate office. The representative said he did not have that information available. I then proceeded to call a third number for Frontier customer service . This person indicated that this was not the corporate number nor did he have a phone number to call for corporate. However, He gave me two email addresses to send information to . In total I had active service maybe 15 days and I paid for a full month in advance.
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 report damage to her home by Frontier’s low hanging lines. Frontier has investigated the above statements and offers the following response:
Frontier made several attempts to speak to Ms. regarding the above matter, but we have been unsuccessful.
Frontier advises Reports of damages to the property of others by Frontier should be referred to local manager managing the area. The local supervisor will take the report from the claimant and report the claim
Frontier has scheduled a follow up to ensure accuracy.
Frontier has provided direct contact information by email and voice mail, 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 one message concerning damage and I returned the call. Regarding my account balance I received one call and I retutned tje call and emailed a response. I do not have any additional correspondence. Several attempts is not true and I resent them not being truthful.
I will make one more attempt to call the representative back in effort to resolve this matter.
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
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 report damage to her home by Frontier’s low hanging lines. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Ms. on October 9, 2019 regarding the above matter.
Frontier advises Reports of damages to the property of others by Frontier should be referred to local manager managing the area. The local supervisor will take the report from the claimant and report the claim
Frontier advises we have process her request to disconnect Frontier services. Frontier has backdated the disconnection date to September 8, 2019.
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of his 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. Services will be available through the end of the billing cycle for which you have been billed in advance.
Frontier advises that the Broadband Processing Fee of $9.99 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 that service outages can be due to many factors. Some outages affect multiple locations and others are related to individual locations or services. Frontier must be advised of any service outages and allowed the opportunity to address and resolve the interruptions before any adjustments can be applied for time out of service. Frontier has scheduled a follow up to ensure all appropriate adjustments are issued.
Frontier has provided direct contact information by email and voice mail, 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.
This is regarding account number ***-5
I signed up for Frontier Internet Service on 8/27/2019. It was supposed to be hooked up on 8/30/2019. I didn't even receive the modem in the mail until 9/7/2019, a full week after they started billing me!
I have been billed for this service since 8/30/2019, however, the service is not active. The port isn't active at my home apparently.
In total, I have spent over 26 hours on the phone with Frontier Customer service trying to get this matter resolved. It is still not fixed.
Additionally, when I signed up for the service, I was supposed to get the California Lifeline rate for low income Medi-Cal recipients for $13.99 a month. Instead, I was charged installation fees (which they're not supposed to charge per the program) and a rate of $27.99 per month.
After being charged for a service I don't have and which doesn't work for over two weeks, I called Frontier and asked to cancel. I was told I would be "taken to collections" for violating my contract.
I don't understand how they feel it's my fault their service doesn't work, they never activated it for my home, they're charging me the wrong amount and they wouldn't send anyone to fix it.
There is no reasonable person that would stay with a company who did all of this and kept them on the phone over the course of a week for almost 30 hours. I don't know how this company stays in business, but they won't get mine.
I have mailed their useless modem equipment back to them.
Frontier CommunicationsThank you for referring the
complaint of ***i to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Ms. advise missed appointment to install her services. Ms. indicates that she was not receiving lifeline discounts.Frontier has investigated the above
statements and offers the following response:Upon investigation, Frontier advises the installation was completed on August 30, 2019.Frontier apologizes for the missed commitments experienced by Ms..Frontier has provided a credit to Ms.’s account.Frontier advise as of this date we have not received a completed Lifeline application for Ms..Frontier advises that the federal government has designed the Lifeline requirements and Frontier is unable to add Lifeline discounts.Frontier representative has made several attempts to reach Ms. however was unsuccessful. 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.Frontier Specialist: Tocoma
K. Department:
General Manager
Re: 2015
On July 19th, 2019, I called to disconnect my internet service and pay my outstanding bill. On that day, I took care of both. My telephone service was turned back on and my internet was supposed to have been disconnected, as I was trying out a new internet company. A month later, August 21st, 2019, I received another bill for approximately $144.00, and I called to inquire why it was so high. I was told they never disconnected my internet service so I filed a dispute# I-*** so my bill can be reduced to the amount quoted via telephone in July and was told I would receive a returned telephone call from corporate but no one call me back. Subsequently, on that same day, my landline was disconnected along with the internet so I called back on to complain about that but there was nothing I could do. Today, September 16th, 2019, I find out that my dispute was denied as there company feels I still responsible to pay for services I never used. I'm only in agreement to pay for the telephone services and NOT the internet service that I did not use from July 19th until now. I was yelled at my the representative and disrespectfully spoken to and told that I would not be able to speak with a supervisor upon my request.
My telephone line is connected to my security system and if my phone is disconnected, my security system can not adequately protect my family and if anything happens to my family or my credit regarding this matter, I WILL NOT HESITATE TO SUE!!!
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 had a billed discrepancy with Frontier, before services were terminated for non-payment. Frontier has investigated the above statements and offers the following response:
Frontier’s records indicate that on June 11, 2019 Ms. made a payment to have all service restored.
Frontier has confirmed the balance due is correct and valid.
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 saw advertisements that said phone , tv and internet for a great price and it had a number and I called and spoke with the salesperson and she told me the features and quote me the price. I agreed and the installation date was setup for the 14th of May,During the time she stated that after 90 days of paying bill on time I would qualify for a 200 hundred dollar gift card. Well when the 90 days were up I received a letter in the mail on the 30th of August , with instructions to fill out so that I could receive my gift card but is wasn't issued for 200 hundred as promised and the sales women said but for 100 hundred dollars.I then telephoned the company as was given a number as was told that someone would call me back in 24 to 48 hours. No one reached out to me in any form of communication so I telephoned again on the 2 of September and I was told at that time that they had to locate the sales slip and that I should wait to apply for the initial 100 dollar gift card that I was sent. I waited and today he 16th I telephoned again and was informed that no information was put on my account I gave the lady the file number she put me a hold and then returned and said that they said that they were going to research the sales slip but it was never put in and they are just giving me the run around.
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 she signed up for new services with Frontier and was told she would receive a $200.00 gift card; however, she only received information to claim a $100.00 gift card. Frontier has investigated the above statements and offers the following response:
Frontier records show that Ms. was offered a $100.00 gift card and an email was sent to her to claim the $100.00 gift card.
Frontier spoke with Ms. on October 3, 2019 to review this information with her.
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 had spotty internet service for over a month. I have contacted their technical department to resolve the issue. They sent me a new modem and that appeared to have resoled the problem. Than, early last week, the problem continued. I called again and they schedule a technician for Friday, Sept.13 between 8 and noon. No one showed up. I called and they comfirmed that someone was on the way. An hour later, I received a text message indicating that they had to reschedule for Sept. 23. After several calls, I got the appoint rescheduled for Monday, Sept. 16 between 8 and noon. This is after demanding to speak to a supervisor. I explained that I had taken a day off of work, and was frustrated that I lost a day of pay. I also indicated my apprehension about their ability to actually arrive, and also losing another day of pay. It is now after noon, and no technician and no notification.
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:
Ms. advises that Frontier missed a commitment to repair services.Frontier has investigated the above statements and offers the following response:
Frontier advises that service outages can be due to many factors. 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 repair ticket was completed on September 18, 2019.
Frontier apologizes for the missed commitment experienced by Mr.. Frontier has provided a missed commitment credit to Mr.’s account.
Frontier is working on opportunities to alleviate customer frustration related to missed commitments and repairs.
Frontier spoke to Mr. on September 23, 2019 and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint.
For your reference, details of the offer I reviewed appear below.According to the Frontier response, they completedthe repair ticket on September 18th. It is interesting to me that they required me to be home for two days for scheduledrepairs. Yet, when they missed those two appointments, they can complete the work without me being present. I was told by their tech dept. that I needed to be present as the source of concern may be due to faulty wiring within my house. Furthermore, the technician wanted to install a new modem. Again, I wasn't home. They made no effort to even contact me to tell me that service was going to be performed on the 18th. Even after thesr "repairs", my internet service is still very poor.
Frontier further indicates that they made a credit for the missed commitment, which they did. However, they missed TWO commitments and are only taking responsibility for one. They have given no other consideration and based on my conversations with their representative, it appears that they are more than willing to lose a customer.
Regards
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Ms. advises that Frontier missed a commitment to repair services. Frontier has investigated the above statements and offers the following response:
Frontier advises that service outages can be due to many factors. 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 repair ticket was completed on September 18, 2019.
Frontier apologizes for the missed commitment experienced by Mr.. Frontier has provided a missed commitment credit to Mr.’s account.
Frontier is working on opportunities to alleviate customer frustration related to missed commitments and repairs.
Frontier advises that Mr. has requested to terminate his account with Frontier.
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.
FEDERAL GRANTS GIVEN TO COMPANY TO UPGRADE INTERNET SERVICE TO OUT AREA. MONEY SEPT INAPPROPRIATELY. UPDATES DID NOT HAPPEN. FRONTIER COMMUNICATION SOLD FIBER CONNECTIONS (HIGH SPEED) THEY HAVE DELIVERED COPPER WHICH IS VERY SLOW. THEY OVERSOLD MY AREA AND HAVE CAPPED MEANING THEY WILL NOT BE UPDATING MY AREA. THEY HAVE SLOWED OUR SPEEDS TO A DRIP... THEY WILL NOT FIX THIS ISSUES.
CALLED TO GET HELP TECH COMES OUT NOTHING HE CAN DO WITH LACK OF SUPPORTING HARDWEAR
GIVES SUPERVISORS NUMBER
SUPERVISOR SAYS HE CAN'T DO ANYTHING THIS IS ENGINEERING CUSTOMER CAN NOT CALL ENGINEERING
CALL OFFICE OF THE RESIDENT THERE ARE NO REPRESENTATIVES TO ANSWER CALLS
THIS IS A TYPICAL BAIT AND SWITCH AND THEY TOOK FEDERAL GRANT MONEY. NOT THEY ARE SELLING OFF PARTS OF FRONTIER AND MY CONNECTIVITY ISSUES ARE EVEN LESS IMPORTANT NO ONE IS HELD ACCOUNTABLE.
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 her area is not receiving the Connect America Fund (CAF) funding as she believes it should. Ms. states that she has experienced slow speeds with her Internet services from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier is continuing to use Connect America Fund (CAF) funding in the most effective way to reach as many customers as possible. CAF is a six-year program and Frontier hopes to upgrade Ms.’s service as soon as feasible. Given that many factors could impact the timing of an upgrade; we cannot guarantee any specific date for project completion.
Internet speeds are based on multiple variables including limitations of the computer, how many devices are connecting to the internet, time of day, distance from Frontier’s equipment, among other things.
Frontier spoke with Ms. on October 21, 2019 to review this information with her.
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 provides landline telephone service. Within the last 6 months the phone service has been out multiple times, sometimes for extended periods up to almost one month. This created at the least a very inconvenient situation for us and at most a dangerous situation as no 911 service was available. Frontier's "solution" was to issue a $10.58 credit which is nowhere close to covering the lost service time.
Thank you for referring the complaint of ***. to our office for review. We appreciate ***. bringing this matter to our attention.
The Complaint states that:
Mr. advises of multiple outages on his phone line Mr. advises he would like credit for the time he was out of service
Frontier has investigated the above statements and offers the following response:
Frontier advises that service outages can be due to many factors. Some outages affect multiple locations and others are related to individual locations or services.
Frontier must be advised of any service outages and allowed the opportunity to address and resolve the interruptions before any adjustments can be applied for time out of service.
Frontier advises a service outage was reported on June 26, 2019 and service was repaired on July 8, 219. Frontier has provided a time out of service credit.
Frontier spoke to Mr. on September 18, 2019 and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
I requested services to be installed August 8th 2019. After about 2 weeks I called to cancel my services order cancel #***. The representative that I spoke to told me I would receive some boxes to send the equipment back. I was not told I was going to be charge any termination fees or a month in advanced. I never received a first bill and a couple of days again I received a bill with a precious balance of $222.46 and a new balance of $9.99. I called frontier and the lady inspired to told me that frontier charges a month in advanced it doesn't matter if I only use the services for 2 weeks. I need this taking care of. I would not pay for services that I barely used. Not to mention that the technician broke the intercom line for my apartment and my landlord billed me for the repairs.
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 reviewed Ms.’s account and determined that, Ms.’s account balance covers an installation charge, shipping and handling fee and charges from the time of installation to the end of the bill cycle. Frontier advises these charges are valid and correct.
· Frontier advises that Ms.’s account was installed on August 8, 2019 and she requested to disconnect the account on August 20, 2019.
· Frontier advises that prior to termination, Ms. was billed and thus incurred charges through the end of her billing cycle.
· Frontier advises that as a courtesy to Ms., an adjustment has been issued to cover the charges from the time she disconnected the account to the end of the bill cycle.
· Frontier advises that the final account balance is $160.94.
· Frontier spoke to Ms. on September 17, 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 Ms. has experienced as a result of the above matter.