Frontier Communications

I placed an order with Frontier to have internet installed at my residence. I received text messages stating . I needed to be home today for my appointment from 12-4. At 3:30 I called Frontier to see what time the technician would be out. I was told by a customer service representative that my installation would not be done today. I did not receive a call or any form of communication to inform me of this. They also set a date without even informing me, to come out to install service. I am appalled at the lack of professionalism and courtesy of this company. I am not even guaranteed that they can install it on the date the customer service representative informed me it was changed to.

Had services hooked up 7/29/19 today is 8/17/19 I still do not have working services. They are billing me for these services that I do not have and if I do not pay for them until I have working services they will not fix the issue and charge me a late fee as well as terminate my contract and send to collections. I’ve spoken to numerous supervisors and they are very rude. I made the service request after it was installed, they scheduled a appointment to fix it today (2weeks later) between 8am and noon. I called as I had never received a call that my tech was coming they told me they were too busy and would not make it out to fix the issue. They told me the only time they could get out would be Monday which I will be at work and that if I cannot be available it will be an additional 2 weeks. As I’m explaining that won’t work as I am not paying for something I don’t have the manager rausha told me to not cut her off again and to let her finish. I’ve also have billing issues and haven’t even had “service” but a month where they handed 3 additional charges to my account but couldn’t tell me what they were for. I was then told that sometime in the future but not this billing cycle I’d get a credit but couldn’t confirm it. They are ripping people off for service they are not providing and requiring them to pay for it to not be charged more money. On top of that they expect me to inconvenience myself by taking time off of work when I cannot trust that they will even show up. This in unacceptable and I’m stuck due to a contract that should not apply since no service has been provided

Frontier has missed 3 schedule service appointments. Each time, they make no effort to call us to reschedule the appointment. Once we did get a text at the very end of the appointment window. Our first appointment was scheduled for 7/20. We have now been pushed out to 8/23. Even though they have missed the appointment and have wasted our time, we are simply pushed to the end of the line - at least a week out each time.

1. A couple days into a new billing cycle in March 2019, I called to cancel service (which I’d already stopped using a couple of days prior). I knew that Frontier does not pro-rate; however, I asked the service rep whether my cancellation could be backdated to avoid paying ~$120 for the new month, and she agreed to backdate it and stated there would be no further charges, which I appreciated.

2. Approximately 6 weeks later, I received a bill for ~$120. I called to ask what the bill was for and was told that it was because they had not yet received the Frontier equipment I was supposed to send back. They explicitly stated that when the equipment was received, the charge would go away and I would owe nothing. I sent in the equipment.

3. Approximately 6 weeks after that (June), I received a “Final Bill” for ~$120 which said that if not paid soon, it would be sent to collections. I called to explain that the equipment had been returned. However, I was then informed that the bill had nothing to do with equipment (and never had), but was the charge for the billing cycle I had been told I would not be charged for. I explained the situation and they filed for me a “formal dispute” and said to call back a few days later with the results.

4. I called a few days later and was told my formal dispute was denied. After much arguing, with the rep telling me repeatedly that company policy was that there was no pro-ration and no back-dating of cancellations, and that the original rep in March could not possibly have told me she’d do that, I was told: “We will go back and listen to the recording of your original call to cancel. If the rep actually did tell you that it would be backdated and you wouldn’t be charged, we’ll honor that. This will take approximately 2 weeks.”

5. A few days later, the first notice from the third-party collections agency came. Yes, in the middle of a dispute, they sent my bill to collections. And keep in mind that until ~10 days prior, I had been under the explicit understanding that there would be no charges.

6. I immediately called Frontier and was told my dispute had been denied. That is, my original “formal dispute,” not the secondary one where they would listen to my initial cancellation call. That secondary dispute has never been acknowledged since, nor has any rep acknowledged they even have a process by which they would listen to an old call. I was told to talk to their internal collections department.

7. The internal collections department said there was nothing they could do because the issue had been sent to the third-party collections already, and they sent me back to customer service.

7. I requested to speak to a customer service supervisor. I was given a long speech about how they probably had no power to help me, and they’re very busy, but if I really wanted to talk to them, they would call me back within 24 hours. I never got a call.

8. I called again a week later with the same demand to speak to a supervisor. Again, they’re not available now, but the rep offered to put me through an expedited dispute process (different than previous processes), and that I would hear back within 24-72 hours from a supervisor. I never got a call.

9. I called again less than a week later, and was told there was nothing anyone could do and that I had to call the third-party collections agency and that they could take care of my dispute (???).

10. I called the third party collections agency and they said there was nothing they could do to resolve my issue, but they could file a dispute on my behalf with Frontier. But they warned me not to expect anything, because Frontier’s policy is “no pro-ration.” This was yesterday.

At this point I have spent many, many hair-pulling hours on the phone with an incompetent company that is refusing to own up to their own many mistakes. I now have a collections agency calling me, though mercifully it doesn’t appear to have been reported to credit agencies (yet?). My Frontier internet service, for the 2 years I had it, was excellent. My experience since cancellation has been an absolute nightmare with no clear path to resolution.

We moved in November 2018 to a new location that was not in the service area for Frontier Communications. We called in Oct 2018 to cancel our service which we were told was successful. We paid our October and November bills (I have bank statements to show this) and were told someone would come pick up the equipment. No one came to pick it up prior to our move, so we called again and were told they would send us boxes and shipping labels to our new address and we could send it back. We also inquired at the time about any remaining balance and were told we were paid up. We never received any shipping boxes or labels. I recently ran my credit report (7/31/19) and found I have $104 in collections from Frontier Communications, but NEVER received a statement for this amount, the last statement received was October 30, 2018 for $148.72 and which was paid through Autopay on November 19, 2018. I received no further correspondence from Frontier about any other amount due.

Frontier Communications employee #*** promised a lowered monthly payment, from 166. to 114. monthly; via agreement to enter a package contract. Shortly after our phone call our services stopped working. after several weeks of non service and many hours of conversations with different customer service representatives, we were informed that our router was not working. they sent us a new router, reassuring us that there would be no fee for the new equipment. After installing the router they then said they were mistaken and the problem was actually at there office. They had informed us of the need to return the old equipment immediately to avoid charges for it. within a matter of a week we received a new bill, the new billing indicated a bill of 220. upon reaching customer service again, we were in formed that that is the package the aforementioned employee had signed us up for. We were then informed that because of the new router that they had insisted that we accept at no charge to us, that a monthly 10 dollar charge was mandatory. rather than our bill reducing as promised we were out of service for a month and the bill is now at 185.,higher than the original bill we called to adjust. There customer service operators have refused to do anything further, claiming that they can not change anything else. We were fraudulently offered, a non existent price and they insisted that the new router was necessary and free, all fraudulent and misleading. We did not want anything free, I am more than willing to pay the bill of 166. however, it is illegal conduct to promise services and prices that do not exist.

There's been nothing but issues with this company. When I set up service, I agreed to pay the $75 fee for installation. They were supposed to come by on 5/10 for installation between 12-5, At 5pm when no one showed up I called. I was advised they needed to start over and re-run my credit. I was very frustrated and was transferred around and around. I spoke with a Supervisor who hung up on me and finally I got back to someone who told me nothing could be done but they will schedule me for the following Tuesday and waive the fee for my inconvenience. When I got my first bill, the $75 wasn't waived, and I had to call multiple times, I had a claim denied for the waiver of the fee regardless of the conversation from the employee and myself stating that I agreed to it, which I did, before they never showed for our installation date. I finally was able to get the fee waived after threatening to cancel service. Then my download speed was supposed to be 200 mbps and they were down to about 5-15 mbps. I finally cancelled and then my cancellation date was on 8/5. I paid my bill that was on my app for $54.68 on 8/13. That is the day my bill apparently drops from the phone call I had. Since my service was cancelled on 8/5 you would expect me to have the updated bill. I now received another bill saying I owe $64.69 and was told that my bill came out after I paid and it was my fault it was incorrect.

Switch providers due to rates and customer service. Returned equipment took over a week to confirm that equipment was received. Was told to pay invoice of $279.19 which would provide service from 8/1/19 thru 8/31/19. My coverage was terminated on 8/2/19. They advised that refund would issue within three billing cycles in a prepaid *** card. Today I found out, there will be no refund for the 29 days that we are paying for service. If I do not pay this bill, they advised that I will go to collections. Which I will pay, I don’t need this messing up my credit. Service is the worse thing I have ever seen. You never get the same answer from anyone. I don’t know if anything can be done. But this is a lousy way to do business.

I have had Frontier Communications Internet for about a year and have had non-stop problems out of them. I have tried multiple times to contact them about their internet always disconnecting and hardly ever working, so they say they will send a tech to work on the line, but either the tech never shows up or they show up and don’t fix anything. Like I said I’ve tried multiple times to get them to fix it, it’s gotten to the point to where I cant even use the internet that they still bill me 25$ a month for. I’m not the only one with this problem as everybody on my street has non stop issues with them too and they never offer an explanation as to why.

On 8/10/19 I spoke with someone at Frontier. This was concerning slow internet speeds and the inability to do anything with their service. Someone was then scheduled to come out on 8/16/19 to try to remedy the problem. No one showed. I double and triple checked the date with the gentleman and received a confirmation number. After no one showed, my husband called and they told us there was nothing they could do. This is the second time we have waited all day and no one showing up. We have to take off work to do this. Our employers are not appreciating the issue either.

I paid the bill using a credit card and manulally entering the number. I received a succeful payment notice and a confirmaton number. I came home on a friday evening to find cable and internet disconnected. I call the credi card company and they told me an attmpt to charge was decline becuase an old closed account number was not used. Thei number has been close for two years.
I manually enterd the number How did they charge to the old number? They must save the number against the privacy preference of the consumer. I gues they think theyare as big as ***. In my opinion saving credit card number for future use is illegal. I paid the bill using a credit card and manulally entering the number. I received a succeful payment notice and a confirmaton number. I came home on a friday evening to find cable and internet disconnected. I call the credi card company and they told me an attmpt to charge was decline becuase an old closed account number was not used. Thei number has been close for two years.
I manually enterd the number How did they charge to the old number? They must save the number against the privacy preference of the consumer. I gues they think theyare as big as ***. In my opinion saving credit card number for future use is illegal. I paid the bill using a credit card and manually entering the numbers. I received a successful payment notice and a confirmation number. I came home on a Friday evening to find cable and internet disconnected. I called the credit card company to verify the charge and payment. they told me an attempt to charge was decline because an old closed account number was used. The account has been closed for two years. I manually entered from the card. How did an old card get charged?
I
They just saved the number against the privacy preference of the consumer. I guess they think they are as big as ***. In my opinion, saving credit card number against the privacy preference of the consumer is illegal This has resulted in an inconvenience and a fee for reconnection. The complaint is a false representation. Saving CC numbers when I specifically clicked no for the that credit card numbers are not being saved in the system
a violation of privacy laws and a fee for reconnection I should not have to pay.

What a horrible company. No choice but to be with them where we live. Calling since April.2019. No show tec h s. They replaced modem twice. Techs say Frontier do not have enough employees in the field. They say physical box needs replacing in our neighborhood. Every single day it goes out completely for hours.
Contacted head If company in Tampa, FL. No response.
We are so stuck. Problems for last 2 years. Wouldn't ever recommend them.

I have been trying to cancel my services since mid June 2019. I chatter with someone and they disconnected from chat and never got back to me, my internet stopped working for 3 days so I decided to go with cox since I thought that I already cancelled but the next billing cycle I see that they're charging me still. I called when I realized that they're charging me and I was on hold for such a long time, they said they need to transfer me to a person who handles cancelations and I said fine, spoke to the person who is supposed to cancel my services and she kept me on hold for over 35 mins just to tell me that she has to transfer me to someone who deals with cancelations, of course after wasting so much time of my day dealing with them I got really annoyed and told her that I was transferred to her to cancel my account because she deals with cancelations, she said she will have to put me on hold so I told her that they won't see a penny of that bill and I told her to cancel my account please, and I hung up. I don't want to pay for something that I didn't use. I call today and they supposedly canceled my services and I hope I don't have to pay. I've never been so disappointed and annoyed in my life.

On June 8, a tech came to install wi-fi at my residence. He had to call his supervisor several times, along with making runs to a store to buy a flashlight and pliers, but I didn't understand the problem. He finally left and I thought everything was fine. By that evening, I had no service. I was on a call with tech support for well over an hour troubleshooting, but no connection. I cannot take off work so they had to return

6/15 - The previous tech had disconnected my neighbor to hook me up. When neighbor complained, they came out and reversed it, and I was out of service with no call or communications as to the problem. 2nd tech told me he could not connect me because there were not enough ports on the pole by my house.
6/22 3rd tech said a new line was run, but to the existing pole where no ports were available. Victor M. D *** gave me his card and said he would update me if line was run. I called to complain to a manager after he left and was assured that the problem would be handled.
6/29 Called for an update on whether a line was run I called and spoke to a manager, making it clear they had one more chance to fix the problem or I would cancel. Assured me tech would be out to fix it.
7/5 called support to see if line was run. On phone running tests to see if connection could be made, but could not. Tech support had trouble identifying my equipment also.
7/13 last tech tells me no line was run and he can tell me if or when one will be installed. Called customer service, and it took two agents and a manager to cancel my account. They also confirmed that my bill would be credited to zero since no connection was made. (Trevor)
8/14 receive bill for $202.64 including early termination fees of $91. I called and spoke to the following:
Vanessa - Could not help me or dispute the bill. Transferred.
Heather - Can't dispute because can't see tech support tickets to backup my no service claims. Escalated to manager.
Jasmine #***, manager - Will not waive fees despite previous manager's assurance. Says I had service briefly and they do not prorate, so my charges are valid. Told her I would be contacting my attorney and she told me to do what I needed to.
Called back to speak to the following:
Hugo - Tech support. Pulled up my tech tickets and said "Oh wow." Put me on hold to read through them. Offered new tech, but you don't even send techs out with a description of the problem. I'm tired of being strung along. forgot to get employee ID
Transferred to Frank #*** - Says account shows inactive and he cannot take any actions. Tells me that Heather noted in my account that because I refused to schedule another tech, it's my choice not to have service so fees are valid, though at no time did we discuss having another tech come out. Why would I? I wouldn't trust Frontier to walk my dog at this point.
Frank said only department to help me would be collections. Why this wasn't stated to begin with?

The service model you have is completely unacceptable. It seems designed to wear the customer down until they cave in and pay the charges to be rid of you.

I have been having ongoing issues with frontier for over a year I have purchased a new modem I have called repeatedly and they told me they were going to come out and fix my problem now I received a bill from them charging me for a service call that I did not agree to pay I was not told there was a fee I have no contract stating that there was a fee and they will not wait it. The technician that came out also did not tell me there was a fee so why am I responsible for a service call if I did not agree to a payment. They did not tell me there would be a fee for anyting. They did not fix the problem it's still ongoing my Wi-Fi is still doing the same thing that it did before I they said I needed to do all of this and I pay them monthly fee because I agree to it but I did not agree to pay for fee for a service call because they did not tell me there was one. I am a disabled person andim on Strict monthly income and I would not have agreed and did not agree to pay a fee because I do not have the money to pay for a service that is not working.

WE had a landline and Internet service through *** (Fios). After *** sold the account and business to Frontier Communications, we called around January 2018 to cancel our landline. A few months later we noticed that Frontier was charging us for “non-listing” of our phone number. Since we didn’t have that phone number any more, we called on April 215, 2018 to to complain about the months of being charged for a "non-listed" number that we no longer had. We were not only told that we were going to receive a $7.50 refund for Jan-March 2018 but that the "Non-Listed" number charge would be removed. Since we have online billing, we didn't look closely at our monthly bills. We were foolish not to double-check on Frontier, as we have continued to be charged $2.50 a month since April 2018--16 months by my calculations. We called on August 13, 218 to Frontier and after three different people spoke with us (Allegedly higher and higher supervisors) we were told that the charge would stop but that the $2.50 a month charge since April, 2018 could not be refunded.

Why are we so angry about $40?

1. Frontier assured us in April 2018 that it would be taken care of. This was not done.
2. We were told various other excuses on August 13, obviously from scripts given to phone center employees
a. “It’s our fault for not double-checking on Frontier” since we called in April 2018.
b. “We (Frontier Communications) have to wait until OCTOBER of very year to remove this charge” (even though the charge never went away).
c. “You did receive the service of not being listed in our printed phone books”—I don’t know that they print a local phone book any more—this is an anachronistic bogus excuse.
d. The first customer service rep did admit that the “non-listed” charge should have been eliminated by Frontier when we canceled our landline in January 2018.
3. The customer service supervisor (HEATHER?) mentioned something called “Customer abuse” when customers do not receive the services that they ask for and are promised. I’m assuming that the record of our phone call on April 25, 2018 still exists and I am formally requesting that someone at Frontier review this recording to verify that we were told the $2.50 monthly charge for non-listing a number that we have not owned since January of 2018. I believe that we have suffered Customer abuse at the hand of Frontier Communications.

I had multiple issues with this company overcharging me. I used *** Internet and that was taken over by Frontier. Immediately after that I was constantly being overcharged. I spent many HOURS disputing these charge. After a few months of this I cancelled service with them. After I cancelled service they still charged me. I had made calls confirming my cancellation but was still charged. They have now sent a collection to my credit file. This company was extremely difficult to contact, leaving me an hold for long amounts of time then transferring me only to be on hold again. Other times after being on hold the call would get disconnected. I would take talk to one helpful person who would transfer me to a person who had no idea how to help me. I believe they did this to avoid taking corrective action. They avoided me but continued to bill me, making it impossible to handle the situation.

We had a tornado on our road on June 24, 2019. We have still not got any telephone service. There are elderly people on our road. A paraplegic, and a elderly man with no legs. We have no phones to get out for emergencys or anything. I have contacted frontier several times and they have never given me a straight answer about when it will be on or anything

I ordered an internet bundle from Frontier through a dealer called "***," which apparently act as outside selling agents. The bundle I was supposed to get included the internet router for free. I have the details of this offer in writing. When the order was put through, however, Frontier charged me for the router. I have complained multiple times, and have even sent them the written details of the offer, but they are telling me that they will not honor it.

Got their one year package free install free *** ,***,plus basic cable,internet,phone,for $98.00 month, they wanted $250.00 deposit, refundable ok did that , service march 6, 2018 start,called march 3, 2019 to disconnect service, got the box to send receiver back went to ups went back have receipt tracking number, yet they put my name in collections for said reciever,$200.00 ,plus they send me a bill for how much package would be after the one year was up $192.08 ,but now they put my name in collections for that also , so I really need some answers why they are doing this , also sent the modem back cost me $18.00 have receipt for that also and ups ticket tracking number, paid my one year service every month never missed payment shut it off on same date , now they jacked my credit for over $400 in collections and still didn't even send my deposit back, when I call them and get through to customers service all I can say is wow!