Frontier Communications

I called to install services on 8.08.19, was dissatisfied with the level of service after getting incorrect information on installation. Requested to cancel on 8.12.19, was told refund will take 7 days. Waited until 8.23.19 called and was told refund will take 30 days. Called today 9.12.19 and was told refund takes 90 days then 14 days for check to be mailed, therefore, 104 days from my initial down payment refund. Unacceptable

I pay for Frontier Communications Internet services every month. My internet went out on August 23, 2019 and required a technician. After many phone calls, an appointment was set for September 11, 2019 between the hours of 1pm and 5pm. Nobody showed up. I then called technical support to see where my technician was and was told by the tech support that my technician would be there within the hour and If he wasn’t, to call back. He didn’t show up. I called technical support back and spoke with another guy who proceeded to tell me that no technician was assigned to my trouble ticket and someone will definitely be out tomorrow (9/12/19). This morning I got a text message from frontier saying that the soonest they will now be able to get someone out is on September 26,2019. This is unacceptable service

On August 20, 2019 I called this company to subscribe to their Internet service because a friend recommended it. I wanted to subscribe to their 50/50 no contract plan. When I call, they ask me for my social security number to run a credit check. I ask them why they would run a credit check for a no contract plan because I will be paying month by month and they didn’t offered me an alternative by this time. He told me that was part of the process I couldn’t continue because I have a freeze in my Equifax report. I called back hours later after doing a temporary unfreeze, I was with the person and he still was having issues pulling my credit report. After about 20 minutes the issue was the automatically use the residential address to pull the report but I barely moved to this place so there is no information about that address by that time. The call got cut and when he called me back he said we had to start the process from the beginning, asking me the same questions this was the third time answering them. When we got to the credit check part, he continued to have issues and he transferred me to customer service. The person that answered ask me the questions for the fourth time and I spent about 20 more minutes, but she could find the residential address. She apparently managed to find it but told me there was no FiOS service for that address. I told her I would call again later to see if I would get lucky with another rep. I called later to the sales phone number and a person who called himself a senior rep said he would help me out. For the sixth time, I had to answer the same questions. I mention this to stress out how painful was this process of subscribing to a service. He had issues with the credit check but apparently, he ran the issue with a manager and allowed him to override this part. By the end of the call he told me I would receive a call and an email message. A few hours passed and nothing. I called customer service and the rep manage to give me what was apparently my account number. So, I thought everything was on track, so I waited for the call and email message. After a few days I called to customer service again and I explained the whole situation to the rep. She looked up for the status of my order and it said it was cancelled. This was unbelievable, at this point I was very upset. I told her this was my last attempt to try to subscribe to the service. For the seventh time, the questions. She had issues in the credit check part but told me that if I paid a $44 deposit, I could skip the credit check, which I agreed to. She managed to give me a new account number and an order number. I continuously checked the status to see if has changed. After a few days I called to see what’s going on with the situation. I gave him the information he requested, and he kept me on hold. This just was outrageous; I have no longer patience to keep waiting on calls or for the order. All these calls are recorded, and they can verify everything I say here is true if my memory serves well. Today is September 12, 2019, over three weeks later, I don’t want to call them ever again, I don’t want any service with them. Right now, I have a hard inquiry in my Equifax credit report, $44 less in my pocket and no service. I only want them to clear that inquiry, cancel the order, refund me the money I paid and never hear from them ever again.

My internet service failed on August 9. I was told that no one would be available to come and repair it until August 19, which is ridiculous. On August 13 I communicated with Teresa P via email to cancel my account. However, my bank account was charged on August 26. I followed up with Teresa P again via email but heard nothing. I then sent a message to Frontier via Facebook on September 4 and received this reply: "I will inform your account manager of this and have her reach out to you once she makes it back in office." Today is September 12 and I still have not heard back, and the charge remains on my account.

I asked to stop including the $10.99 for Internet Security bundle on my bill. It included a $5 credit. So net was 5.99 per month. They stopped the service but charged me back the credit of $4.33 because I stopped in the middle of the month. They did not give me a credit the $10.99. So I paid $4.33 extra just to get them to take if off my bill the next month.

I ordered internet service with this company when I first moved into my apartment on August 9th and they said they could install my internet on the 19th and I told them I worked the same hours they worked so they need to call me when they come to install it so I can send someone over. For 4 weeks in a row they have promised me to install the internet but every single week the technician hasn’t showed up and hasn’t called me. I’ve received absolutely no communication from the local office and when I call on the phone they can’t help me because I don’t have an account yet because they haven’t installed my internet yet.

We were promised specific internet speed prior to signing up with Frontier. Once the equipment was installed it was discovered that there was not the speed that we were promised available in our area. We promptly cancelled the service.
Since that time we have called every time we received a bill and were promised it would be resolved. Eventually, that account was closed and zeroed out, but somehow during this process an additional account was opened and attached to us. Even though we were told it would be resolved the account was sent to collections. Now Frontier says they no longer own the account and we must deal with the collection agency

When I moved, I could no longer get service from Frontier Communications although still within the service area. I was literally forced through a great series of errors internal to Frontier Communications to employ another internet carrier although I was a loyal customer for several years. I had Frontier on auto pay at the bank. the problem came in when I was billed for services not rendered. That is the main complaint. I was paying for two internet providers while only receiving services from one. It took several phone calls to stop the process (I hope). It took an average of one hour per phone call to work my way through the utter disaster of the automated answering service. This is the second complaint: Their answering service is the worst in human history. Obviously no supervisor or up out of the several I spoke to used their own system as they had no idea of what was taking place. The third complaint is that I must wait a few monthly billing cycles to get a refund on money which was taken in seconds. It should also return in seconds as well. I did speak to a Vice President of the company, Public Relations I suppose, to resolve the issue of me being ripped off and billed for services not rendered. I yet to have billing confirmation as to whether I will be billed yet again for services not rendered. It is 60 to 90 days to receive a "gift card" for the amount stolen from me. This is patently unconscionable on its face. That is the complaint.

In March of this year I cancelled my cable and internet services. After cancelling, I didn't receive anything additional from them. However today, Sept 12, 2019, I received a post card, which I almost threw out as it looked like junk mail, from a collection agency stating I owed 211.56 to Frontier Communications. I didn't receive any bills from Frontier and if I did owe them money, it should have been taken automatically from my account as I had ALWAYS paid my bills through auto debit. And if they had sent me a bill, and I owed them money, I would have paid them. They have now sent me illegally, to collections. I have never in my life been sent to collections. I can certainly afford to pay 211.56 and would pay it if I owed it but now they are jeopardizing my credit score by sending me fraudulently to collections. I attempted to call Frontier to get this resolved and have this reversed from the collection agency and they wouldn't speak with me and as a matter of fact even hung up on me when I asked to speak to someone in management. I am not sure if this is what they do to their customers who cancel service as a penalty but I need assistance getting this matter resolved by them removing it from collections, showing me I owe money, and if I do, it will be paid.

I called to change my service package change in late May or early June to make changes. I was informed to change my service I had to upgrade our modem. I was told there was no fee for this service and that our modem was very old and needed replaced. So we set up an install date July 5th. They no showed and didn't call, we waited all day!! I called the following Monday and the confirmed that we weren't even notified by phone that they were not coming. Appointment rescheduled for July 19th again a no show. Waited all day. showed up July 22nd. We were with out a land line for eight days. I called complained finally they showed up then we had noise in our line. This has been very challenging to deal with. We have need for a landline. Husband has an implanted defibrillator that transmits information daily using landline. I get the bill they charged me $86 for install fee and had a special feature call speed dialing charge for $3.50. I was not aware of these charges. I called and complained they were to give me a credit of $53.33 and that never happened. We have filed complaints and requested call backs and emailed and have not gotten a response.

We are golf club in WA.
Frontier billed us for high speed internet that they said it was free update.
Not only it was not free and billed $250 extra, we were not using it for 4 months since we did not receive any notice, construction for the change was postponed. In fact, we never signed any contract to approve this change. Talked to Frontier personnel over the past 3 months trying to cancel the change, they didn't let us cancel for 2 months. After many tries, we finally managed to cancel high speed internet, but the bills for this month it was $750 even more!! Non of the addition we did not agreed to. So obviously this is against the law, or we can call it fraud. We are contacting our legal attorney to solve this. We warned them that we will take legal actions if we see more of unknown bills.
They admitted their mistake through emails so we have physical proof that it was their negligence but now it looks like they are adding more lines. We have no idea if they really think they can get away with this. We were paying less than $500 for March, now its $1,232 for month of August. We have no contract or documents for the change. This is business account. We are wondering why FBI is not looking into this company. Highly illegal company, this business is against the law, and we are sure there are many business who is in same situation. We will see how it goes with the lawsuits but we have no chance of losing.

Several months ago I was going to have Frontier as my cable tv provider. They sent me a modem that didn't work and after many attempts to get technical support was not able to get through to them for help. Right away I decided that I did not want to deal with a company like this so I made numerous attempts to cancel service and return the junk modem. I lost track of how many times I called and tried to have this done but nothing worked out with them but they continue to send me a connection fee of $61.95. I never had the service, the modem wouldn't work!

I terminated service with Frontier Communications on 4/22/19 and I paid my bill on 4/16/19 of amount $122.42. I got a bill from Frontier dated 8/22/19 stating I owe $0. I got another bill from Frontier on 9/16/19 stating I owe $83.14 and recently received a notice front *** stating that I own $83.14 by *** Payment Processing Center. I need to stop getting harrased with bills for service I've not used. I've called Frontier multiple times, put on hold for long timeframes and they can't seem to stop billing me.

I canceled my service and Frontier sent me a box and return tag to mail box 3 cable noes and internet box. I dropped it off in Bartow fl. I received a bill stating I still owe them. I called Frontier on 7 22 19 and spoke to Amy. She told me the warehouse shows it returned on6 6 7 19. She gave me an interaction #*** and said they would take care of it. Call was made around 6:15pm. And lasted over 18 minutes. On 8 10 19 I received a collection noticed. From ***. Said they would notify Frontier and that I would still owe them $14.00. I do not owe anyone anything. Equipment was returned timely with their label and their box which they provide me. This is messing with my credit. I can't help Frontier can't run their business. This is exactly the reason I canceled my service with them. Nothing but issues with their sevice.

I have been without internet service for a minimum of four months. As is such, I had made no payments, as there had been no repairs. The repair ticket was then removed, the day before the scheduled repairs as account was suspended. I do not understand how I am expected to pay for a service that I was not provided, and then further penalized on account of their error.

I was billed twice by Frontier. I was told by two reps I would have my money refunded to my bank account. This did not happen in a timely manner. I received a bill dated 8/23/19, stating the total due. On Monday while taking a test for school my internet was disconnected. The first rep I talk to had the audacity to tell me this is the reason why they did not want to refund my money....because of situations like this. I told her I needed a supervisor and she said she was. I told her no I need another supervisor and she said okay, I will put you back in the cue. Then I got Stephanie and she told me a termination bill was sent with the bill dated 9:23/19, that I was holding in my hand. I explained I received the one bill. She stated I would have to pay the past due and my service could not be reconnected. I explained the first conversation and told her I am not in the situation because of my refund, but because of the double charge from Frontier. Please see following letter to my bank:

Dear All Access,

Please find the above claim and ref numbers in my dispute. The CTS Frontier Rochester, NY merchant, charged me twice on 7/19/19. This was a transaction error, and the transaction amount is $72.96. I did call the merchant on 7/19/19, and was placed on hold by Amanda? When the rep returned to our call she stated, one of the $72.96 transactions would be returned to my card within 24-48 hours.

When I checked my account, on 7/23/19 there was still no refund. I called CTS Frontier Rochester, again. This time I spoke with Ms Sherrell, and I was told there was a refund submitted on 7/19/19. However the refund was for $6.48. Ms Sherrell, placed me on hold. When she returned to our call she stated, she completed a request for my money to be returned to my card ending in 9551, and the refund should be returned in 24-48 hours. The amount she requested is for $66.48, as there is $6.48 already refunded. My account was noted, as stated by Ms Sherrell.

I am requesting an investigation and temporary chargeback to my card, for money this merchant owes.

Thank you

Have been trying to get servises to our location since June, I have explained to the company that I live in the property with two young kids and one on the way. I'm also doing construction, I've heard out in town that this year they are doing the same to everyone just sending out texts that they have to move the appointment to the next day or next month as like myself, others have the ability to change services I don't where I am. I have been burning gas to get cell service to contact the company, they say the teck will be there shortly and never comes. Also I a pain that they move it to the next day and we have to keep canceling all of my doc appointment to keep someone over 18 everyday just in case someone shows.

I have home phone service through Frontier. My bill per month for Frontier home phone service is $18.63. I received an advertisement from Frontier in October 2018 stating that I could add *** TV for as low as $69.99 per month. I called to inquire about this, and was told that Frontier offered *** service, and if I bundled my home phone service with *** tv service my bill would be $107 per month (for the channels I wanted). I agreed to do it and Frontier came out to install the *** in November 2018. I have had numerous issues with my *** service. In August 2019 I had so many issues that *** made several credits. *** let me know over the phone that my because I had so many credits, I would not owe a balance for August and instead had a credit on my account of $58.86 that would be applied to my september statement. I received my august bill from frontier for the home phone and *** service that totaled $212.97. I immediately called *** and was told by *** that the balance on my *** account was negative $58.86 and I had to call frontier since frontier was billing me. I called frontier and waited over an hour on the phone. When frontier picked up the phone the representative told me that on August 1, *** sent over a bill to frontier for my *** services of $184.05. I told him that I just hung up with *** who told me that I had a negative balance on my account. I asked the representative to remain on hold while I patched through Dish. He told me he could only wait a maximum of 2 minutes for the representative to pick up. When the *** representative picked up the line, Frontier hung up. I then went through all of this with *** and *** said that yes, I was correct. The *** representative waited on the line with me while I called back to frontier. When frontier picked up, *** explained that I did not owe a balance and had credits of $58.86 on my account. Frontier said that because *** sent over a bill of $184.05 to Frontier on August 1 and my credits didn't post until August 5 there was nothing Frontier could do to update my bill. How is that possible when *** is telling you I don't owe $184.05. I also asked frontier, "any time I have a billing discrepancy with dish, I have to go between *** and frontier and frontier cannot handle it?" The representative told me that is correct because Frontier and *** are 2 two separate companies and Frontier only offers to bundle the bills with Dish. It's not actually bundled services and Frontier and *** really have nothing to do with each other other than the fact that *** can send a bill to frontier and have it billed to frontier customers. I said, "If *** incorrect sends a $500 bill to frontier, then I have to pay it?" That is correct frontier told me. I thought frontier and *** were one company that merged and my phone and tv bundled was the same way spectrum worked. WRONG! Frontier allows *** to bill its customer through Frontier and then if you have any issue with your bill you are forced to pay it or go to collections. I asked Frontier how much per month I was saving by bundling. I was told $5. For $5, it is not worth the headache so I asked Frontier and *** to unbundle me. This was on August 28. I then asked Frontier what I should do about the $184.05 balance due since *** told Frontier that I had credits on my account. Frontier told me I still had to pay the $184.05. WHAT?? I said, "so I have to pay $184.05 even though I don't owe it, have credits on my account, and paying that will leave me with credits on my account of $242.91..." The frontier representative told me I had to pay it. I asked Frontier when *** would be sending over a new bill reflecting the negative balance of $58.86. Frontier told me it would be sent over September 1 because even though I unbundled, it takes 1-2 billing cycles for that to reflect. I told frontier that I was not going to pay the $184.05 and would wait until *** sends the new bill so I can pay an accurate amount and not overpay $184.05. Frontier told me I would incur a $5 late fee. I said, "you're going to charge me $5 even though this is Frontier's fault." Yes, they told me. I told them I was not going to pay the bill and would deal with the $5 late fee later. As a side note, my phone service with frontier was already paid for and actually overpaid as I owed $18.63 for my phone service but paid $36.68 on August 21 because I had this dollar amount set up on autopay. Therefore my original frontier bill printed on August 1 was $212.97 ($184.05 *** and $18.63 frontier + $10.29 in taxes). I paid $36.68 on autopay on August 21, which left me with a balance of $179.29. In the meantime, I had more issues with my *** service and additional credits were added to my account. As a result my account balance for *** for August was credits of $99.49 that would role over to reflect in my September statement, the same *** statement that would be sent to Frontier. Therefore, my September bill for *** should only be approximately $30 (I added some services to my *** package). On September 11, I went online to *** to see if I could pay *** directly for my services and see if I could view my bill (when my *** and Frontier bill were bundled, I couldn't pay *** directly, nor could I go online and view my *** bill, charges, line items, etc...you basically just have to trust that your *** bill being forwarded to Frontier is accurate). I was happy to see that I now had the option to pay *** directly, my services were unbundled and all of my credits reflected on my *** account. My september balance with *** is $35.90. I then went on Frontier to take care of my payment for my home phone, which I was anticipating should be around $22 since everything was unbundled. To my surprise my Frontier bill was $314.92. Frontier charged me $176.29 for *** August (even though I had a *** balance of negative $99.49) and Frontier charged me $109.56 for *** services in September 2019 even though my accounts were still not bundled and *** clearly had sent over a bill to frontier stating that I did not have a bill for august and my bill due for september was only $35.90. Once again I called dish, then patched through Frontier, after waiting 20 minutes for frontier. *** told the frontier representative that my account was no longer bundled, I didn't have an august balance and I owed *** $35.90 for september which I would pay to *** directly. I asked frontier what needed to be done. The representative told me to avoid my phone being cancelled and my account going to collection I needed to pay $314.92. WHATT!! He told me it would be credited to my account...why would I want $314.92 of credits to my frontier bill when 1) my bill is only $18 a month and 2) I cant trust anything with frontier let alone that money would ever come back to me. Finally the frontier agent said that he would put through notes on my account so if I didn't pay that amount I wouldn't get sent to collections. He was still missing the point. After arguing, being put on hold, told tickets were going to be opened etc., the Frontier agent said he went and unbundled my account because apparently on frontiers side they didn't unbundle it. That still doesnt make any sense. *** unbundled it and never sent through a bill for september and told Frontier I didn't owe money in August, yet Frontier billed me for August and September without *** telling me to do so. Frontiers scam of "bundling" services is just that, a scam. It is a way to be able to bill customers whatever it wants without any recourse. If I had been set up on autopay and/or not paying attention to my frontier bills, I would have paid out almost $400 to frontier for services I do not have through frontier and for balances I do not owe. The representative told that since he unbundled my services it should reflect in my October bill. I asked him what to do about my payment in the meantime. He told me to pay $18. I don't really thing $18 is going to stop Frontier from cancelling my service and sending me to collection when it wants me to pay $314.92 by September 25. As much as I would like to believe frontier will accurately update my bill on their own by October, I don't have much faith because I was told by Frontier on August 28 that my August *** bill would be update in Frontiers system on September 1 and that never happened. I have almost spent 8 hours on with Frontier and *** to sort this since mid August. It is beyond frustrating.

I have had frontier communications for a year or longer and have had the worse service. My internet quit working just out of the blue on 7/3. Contacted customer service originally told me someone would be out 7/23 to fix it. No one arrived then called back again and spoke to someone who then told me they wouldn't be out until around 7/29 at that point I canceled services was advised would be charged no extra fees or disconnected fees as I wasn't on a contract. When the tech called me he informed me the issue was on Frontiers end and that I should be charged no monthly charges from 7/3 going forward. I received a bill which was $38.98 they did waive them charges. I then received a 2nd bill that was $9.99 they are telling me this is a disc fee. We have also asked them to remove their equipment from our house and they are telling me it will cost us $75

They told me I had to go to bank to stop auto pay. That was a lie. I also was told to be home from 1pm to 5pm. nobody showed
terrible internet service. Went weeks without service. I wanted credit for those weeks. I have autopay out of checkbook.t