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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There has been many problems with Frontier Communications. From terrible customer service, to improper billing and charges to my account, and multiple missed technician appointments which has caused me to miss time from work to be home for the technician as scheduled. I am going to file a lawsuit against them for the damages as result of this terrible service.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
*** states there has been many problems with Frontier from terrible customer service to improper billing and charges to his account, multiple missed appointments which has caused him to miss time from work to be home for the tech as scheduled. *** states he is going to file a lawsuit against Frontier for damages as a result of this terrible service. *** states he was billed three times for deposits.
Frontier has investigated the above statements and offers the following response:
Frontier spoke to *** on August 23, 2019 and informed him that his order was held due to no facilities and that was not clearly communicated to him.
Frontier informed *** that while waiting for his install Frontier located an account with a past due balance on it in Abed’s name so the order had to be held for that as well.
Frontier spoke to *** and his spouse *** on September 12, 2019 and she decided to put a new install in her name instead. This would allow *** to look into his own account history to prove if this was a correct balance.
*** was not required to pay a deposit so her new install was not held.
Frontier installed ***’s service on September 26, 2019 and service is all set.
Per *** Frontier refunded three deposits on his current American Express statement for orders he had in Frontier’s system.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
Frontier Specialist: Kelly E Department: Executive Relations
After my boyfriend ordered the new internet, the technician guy came to our apartment and installed the modem. However, he said the fibre connection had some problems and someone else was going to come here later that day. He told me the other guy would not come in one or two hours. So I went to Publix after this guy left. However, after I returned no one ever came here again that day. When I called frontier, the lady told me the technician said he called 4 times but no one answered and he waited for an hour, which is a lie. They only called one time but my boyfriend was not by his phone. My boyfriend call them back in 30 minutes after the guy called my boyfriend, but no one answered. My boyfriend left voice mail and called several times after, they never answered. They were lying and never arranged another time to come here. They did not finish their work, nor did they tell us if they fixed the fibre problem or not. This is not the end. I called again two days ago, the lady gave me another ticket which is 17th, but today it changed to 21st. My boyfriend still did not receive a confirmation either. So this means we have to wait 18 days to get our internet installed. This is so frustrating. I called their customer service but I did not get any clear answer for my questions. When I asked about the available date and confirmation text. The lady told me it is possible for us to receive the confirmation within 5 business days, and it might change again too if the technicians are so busy. I plan on changing company, and I think they should not charge us for the installing since they never installed it successfully and we never had wifi for more than one week now.
Frontier Communications
Thank you for referring the complaint of ***/ *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
*** states after her boyfriend *** ordered new internet the tech came out to the apartment and installed the modem. However, he said the fiber connection had problems and someone else was going to come here later that day. *** states she was told a tech would not come in 1-2hours so she left and went to the store. After she returned the tech never came. *** called Frontier and agent told her tech said he called four times but no one answered and he waited for one hour for them. *** states *** called the tech back in thirty minutes and no one answered so he kept attempting and left messages. *** states Frontier did not finish the work nor did they tell them if they fixed the problem or not. *** does not want Frontier to charge anything for the installation since they did not install the internet successfully and they did not have Wi-Fi for almost two weeks. Frontier has investigated the above statements and offers the following response:
Frontier spoke to *** on August 22, 2019 and explained that Frontier needed to locate the order number or phone number associated with this complaint. *** did not know either and asked that a call be made to ***.
Frontier has made several attempts to reach *** and each time it states the mailbox is full on and does not allow a message to be left.
Frontier has made several attempts to reach *** on as well and she was not available. Messages were left on August 22nd, 26th, and 29th asking her to return a call to Frontier since ***’s mailbox was full.
Since several call attempts were made and Frontier was unsuccessful in speaking to *** or *** Frontier has mailed a letter with direct contact information in case they need any additional assistance.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
Frontier Specialist: Kelly E Department: Executive Relations
Frontier Communications advertised $39.99 for their service when calling in and signing up for service. The technician who performed the install also re-iterated this cost. However, they require a $10/month service charge for equipment they require you to have. You cannot bring your own equipment and get the charge waived. This was not mentioned verbally or on any paperwork prior to the first bill.
Complaint Number: ***
Customer Name: Joshua ***
Thank you for referring the complaint of Mr. Joshua *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. is disputing his bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions.
A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.
Frontier communicated the above information via phone that 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.
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.
Frontier did not require me to sign any "terms & conditions" to start my service, nor did the sales person nor the technician mention the required equipment fee. The website does appear to disclose this, but I did not visit the website when placing service, I called on the phone. No message on the phone nor the representatives I reached mentioned this monthly fee.
Regards
Complaint Number: ***
Customer Name: ***
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. is disputing his bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions.
A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.
Frontier position remains the same as there has been no additional information provided that warrants a deviation from the original resolution. Frontier’s Terms of Service can be viewed at (https://frontier.com/corporate/terms).
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
We moved into this apartment September 2018. Frontier Communications has a monopoly in this area and are the only cable and internet provider available, so we had no choice but to go with them. Not expecting to move we signed a 2 year contract. Well, it turns out that this apartment is practically a slum, mold, water damage, bugs, etc. (but the apt. is another story). Anyway, of course with the apartment being a dump, we decided when the lease was up we were going to move. Instead of leasing an apartment, we decided to buy a house in a more rural area about 12 miles north of where we are now. Come to find out, Frontier does't service that area, they don't even have any plans to move into that area. As much as we would like to keep Frontier there really isn't any way to keep them. After a round of questions like, 'do we know the people moving in after we leave" and "do you know anybody that can take over the service", both I answered no to, by the way... they said we would BE REQUIRED to pay an early termination fee. I asked how is that possible, since there is not service available and was told that we were breaking our end of the deal by moving to an area outside of their service area. So I asked them to run lines up there and I would be more than happy to continue with them, but they refused to do so. How is it they can hold us liable for an early termination fee if they don't even provide service to the area we'er moving too, it makes no sense.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Mr. is disputing the early termination fee. Frontier has investigated the above
statements and offers the following response:The customer was enrolled in a 24-month commitment that was scheduled to expire on September 20, 2020. The customer cancelled service on August 20, 2019. An early termination fee is billed when service is cancelled prior to the expiration of the contract term.The early termination fee is valid.Frontier records reflect that Mr. August bill does not reflect a charge of the early termination fee.A representative 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.Frontier Specialist: Tocoma
K. Department:
General Manager
I want to issue the following customer complaint, that has to be resolved. I called the customer care department to upgrade my internet speed and was told that we have some exciting new specials going on and you have called at the right time. I was offered a Double Play offer of Phone and upgrading my internet from 200/200 to 500/500.The agent explained that this was New customer pricing and that I would lose my phone number for only one day and then get the number back on the very next day. The confirmation set to began this past Saturday was *** and considered of the following.
49.99 for 500/500 Internet. and Phone.
1 year free Amazon.
100. gift card
24 month contract
I am a 25 year customer of Verizon and Frontier and each time I have been on a contract, I have honored that contract.
I am fully expecting you to honor your contract, as this was sent to me in writing on August 23, 2019 and this offer represented a 35.00 per month discount in my contract. I have called customer service to have then honor their promise and they have flatly refused. I am going up the chain of command. I was told that the only way I can get this offer is to discontinue my service for 30 days. I will do it if I have to but, That does not make sense. You have already sent me the offer in writing, so Honor it.
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
• Mr. is stating that he contacted Frontier to upgrade his internet and was offered new customer pricing of $49.99 for Phone and 500/500 Internet, for a 2-year contract with $100 gift card and 1-year free Amazon.
• Mr. says that the offer was sent in writing and customer service refused to honor the contract unless he disconnected for 30 days.
• Mr. is requesting to have the emailed offer honored.
Frontier has investigated the above statements and offers the following response:
• Frontier records show that an agent attempted to create a new account for Mr. with a new customer promotion, however the order was cancelled because he has existing service.
• New customer promotions can only be activated on new accounts, with customers that have not had Frontier service for a minimum of 30 days.
• Mr. has accepted a retention offer for a monthly rate of $49.99 (before taxes/surcharges/fees) for 24 months, which will be effective on his next billing statement.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
I have contacted Frontier communications to cancel the internet service I've had with them for years, at least 3 or 4 years or more. But each time I call them they say they are going to cancel the service and then again I get a bill the next month. I called in June, I payed for the month of June to zero the balance in the account, but they are still charging me. They are liars. I just don't know how to cancel this damned account. Can you help please?
The Complaint states that:
Mr. advises that he is disputing his 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 call records indicate that Mr. requested that his Frontier service be disconnected on July 1, 2019, however he continued to bill for services.
Frontier advises that Mr.’s Frontier service was cancelled on August 13, 2019.
Frontier advises that we have issued from July 9, 2019 – August 8, 2019. A follow up has been set to issue the remaining credit for August 9, 2019 – September 8, 2019.
Frontier advises that we spoke to Mr. on August 27, 2019 to advise of the above.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 13767946, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
(see attached bill due 10/3/)
Regards
The Complaint states that:
Mr. advises that he is disputing his 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 call records indicate that Mr. requested that his Frontier service be disconnected on July 1, 2019, however he continued to bill for services.
Frontier advises that Mr.’s Frontier service was cancelled on August 13, 2019.
Frontier advises that we have issued from July 9, 2019 – September 8, 2019. As of today Mr. has a zero balance.
Frontier advises that we spoke to Mr. on September 23, 2019 to advise of the above.
Frontier billed me for *** services AFTER I unbundled, have been calling Frontier's Customer Service Reps since 04/06/2019. Have been lied to numerous times, have spent over 15 hours trying to resolve. Last phone call was on 07/29/2019 where a "Supervisor" Douglas, assured me that it would be resolved by 08/06/2019. That if I did not receive a call by that date the credit of $143.99 would be issued to my account. Not only has it not been credited they have now added late fees and reconnect fees. Also after being told in April that a dispute had been filed I am now being told a dispute wasn't filed until July, and it takes 90 days for a resolution, even after numerous calls and many reps telling me it was filed. I have paid my internet bill (which is all I have with Frontier) every month.
Frontier Communications
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
· Ms. *** advises she was double billed for *** charges from Frontier and *** Network back in March of 2019. The bills covered February 22, 2019 to March 21, 2019. Ms. paid *** Network and should not have to pay Frontier a second time for the exact same charges.
Frontier has investigated the above statements and offers the following response:
· Frontier found this to be true once the *** bill was sent to Frontier from Ms..
· Frontier tried to have *** issue the credit since Frontier had already paid them, they refused.
· Frontier issued the credit for $143.99 plus a disconnection fee and late fees since Ms. had been disputing this charge.
· Frontier spoke to Ms. on August 21, 2019 and she is satisfied.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Jacey D Department: Customer Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I called Frontier to ask questions about starting internet service with them, a sales person (Corey) made multiple claims on 8-5-2019 to get me to sign up for internet service over the phone. These included a $100 *** card, free *** for a year, price locked for life,and no install fee or equipment delivery charges.The first bill showed charges for installation and equipment delivery charges ($84.99) that Corey specifically said were being waived. I called the customer service and spoke to Katy on 8-14-2019. She said all of the above claims Corey made turned out to be untrue and "against company policy" so she could do nothing about it. These calls were supposedly recorded and should support my claims.
Frontier Communications
Thank you for referring the complaint of *** S. *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that he called Frontier to ask questions about starting internet service with them and the salesperson made multiple claims on August 5, 2019 to get him to sign up for Internet service over the phone. Mr. advises that these included a $100.00 *** Card, free *** for a year, price locked for life and no install fee or equipment delivery charges. Mr. advises that he received his first bill and was charged for installation and equipment delivery charges ($84.99) that the representative specifically said were to be waived. Mr. advises that he called Frontier’s customer service on August 14, 2019 and was advised that all the claims the salesperson made turned out to be untrue and against company policy so she could do nothing about It. Mr. advises that the calls are supposedly recorded and should support his claims.
Frontier has investigated the above statements and offers the following response:
· Frontier investigated and advises that the call was pulled and the salesman gave incorrect information to Mr.. The *** gift card was for $50.00 and the free *** for a year required a term and ETF. The price for life is not offered on the speed that Mr. had installed. There is not a special offer to waive the installation charge or the equipment delivery charge at this time. Mr. was placed on month to month pricing with a guaranteed price lock for 12 months and no contract and no ETF.
· Frontier advises that credit has been applied to Mr. account for the installation charge and the equipment delivery charge for $84.99.
· Frontier advises that the information has been sent to the salesperson coach for coaching on providing incorrect information to the customer.
· Frontier advises that Mr. is satisfied with the resolution and has 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.
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
Switched to Frontier 5 weeks ago. Phone service I signed up for was disconnected after a couple of days and internet not working properly. Nobody could explain why phone was not working. Before sending someone out, I was told by sales representative who sold us the account that there would be no charge because it was not done right initially. We were also not charged the initial setup as part of the sales promotion. The technician that came out to fix the phone stated that there would be no technician fee. But we were charged $75 for a technician fee anyway. After several calls and transfers, I was sent to retention. The lady told me that I was sent a contract stating there would be such a fee by email. I have 2 emails from the day she gave, but none say anything about this mysterious fee (that was not suppose to be charged as part of the promotion). One of the 2 emails I received did list a broken down installation fee that DID NOT INCLUDE ANY INSTALLATION FEE! The retention employee said it did not matter what the person told me who sold me Frontier because he does not work for Frontier, he just sells our products and gets paid by us. It also did not matter what the technician told me (though he is an actual Frontier employee) because he is not allowed to say that. So, I am charged a mysterious $75 technician fee that two people (representing Frontier) assured me I would not be charged. The only listing of this charge is an email, that I never received (though I somehow have all other emails from them). I am in a two year contract and am required to pay the $75 and two years of service. Frontier at best is purposely misleading and questionably fraudulent in their business practices.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
• Mr. advised that he was billed a $75 installation fee after service was installed, when he was advised there would no fee to install.
Frontier has investigated the above statements and offers the following response:
• Records show on bill date August 11, 2019 Mr. was billed a $75.00 Technician installation fee.
• On August 20, 2019 a credit of $75.00 was applied to the account. This should reflect in one to two bill cycles.
• On August 27, 2019 a credit of $25.00 was applied for Mr.’s inconvenience.
• Frontier spoke with Mr. who indicated satisfaction with the resolution
We are confident that our response has been sufficient to address these issues. If Mr. has any additional questions, please contact Amy B, xt 1113132. We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
Revdex.com:
Amy contacted me by phone today. She was pleasant and understanding of the situation. She assured me that follow up training would occur to prevent others from suffering these difficulties in the future. She also gave me a $25 credit for my inconvenience. I am hoping that Amy has helped us turn the page.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I had Frontier in TX. A rep informed me I could transfer service over to OR where I was moving. We took our cable box and router with us as we were advised we could. We are IN OR and get advised that we cannot transfer our services cross state borders and I need to close my TX account and make an OR account. We did so to stay loyal. Also the speeds they promised us in TX they could not match in OR, so a down grade, but I stayed loyal. They sent the return shipment box to TX and we never got it because we didn't live there anymore and frontier knew that, Frontier turned me into collections. We advised them we hadn't received the shipping box and they finally shipped it to OR. We put items we still had in boxes and shipped to frontier. On 1/28/19 I spoke to a billing rep that was "upset for me" that I got shafted so royally and confirmed with his supervisor I was misinformed about carrying product to another state. Again on 3/18 I followed up and spoke to a rep that apologized for my terrible experience and tried to resolve the issues. It is 8/14/19 and after asking to speak to a supervisor two different people and GETTING HUNG UP ON I call back and speak to Alisa who again apologizes for my inconvenience (I AM SO SICK OF HEARING ABOUT THEM BEING SORRY, TAKE ACTION AND FIX YOUR MISTAKE) and got me in contact with Brian. Brian, a supervisor employee # *** says "I will look into it, but no promises it's already been written off" WELL WHERE THE HECK DOES THAT LEAVE ME? I AM STILL IN COLLECTIONS BECAUSE OF FRONTIER MISINFORMING ME ON MULTIPLE OCCASIONS. I asked him are businesses even allowed to do this?!?!?! "yes"
Dear Revdex.com:Frontier Communications has received notification of a complaint
from the above individual. According to the complaint:Mr. is disputing a Final Bill with Frontier.He requests credit and removal of Collections to his Credit Report.Frontier has investigated the above statements and offers
the following response:Upon further review we determine Mr. moved and retained partial Frontier service. Account #*** was created. Frontier advises credit for all non-transferrable items charged, was applied to Closed Account # ***. On August 26, 2019 Mr. was advised on the above information.Adjustments are reflected and may take thirty to sixty days for Collections update to be reflected on his Credit Bureau Report.On September 3, 2019 we contacted Mr. to advise on the above information.Direct contact information was left to discuss further, as needed.If Mr. has any additional questions, please contact the
undersigned.We trust that this information will assist the Bureau in
closing this complaint. Sincerely,Bridget G.
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
This company has the worst customer service I've ever encountered. A tech came once to repair my internet on 7/24/19, and by the next day it wasn't working again. I scheduled another visit on 8/12/19 since it was still broken, and the tech didn't call or show after someone sat at my house for 4 hours and waited. I asked to speak to a supervisor to get a return call with new date/time so I could plan to take off work. I got no return call, instead a text informing me the tech would now be out on 8/14/19 from 1p-5p. I called today as no one called or showed and it was almost 4:30pm. The customer service rep referred to me as "Nikki" about 5 times until I asked him to confirm he had the right account as my name is Olivia. He then told me they couldn't give me any info, or even confirm if the tech was still coming today to repair the internet. He couldn't give me any estimate of a repair date at that point. After a lengthy discussion I finally was told "I'm sorry but there's bad news and I confirmed the tech won' t be there today. They are rescheduling, but I can't tell you when". Again, they told me they can't give me a new date/time...I'd have to wait on a text for that information. At that point, I asked to cancel the ticket and my internet services with Frontier altogether. The customer service rep first said I can't cancel the repair ticket at this time, and to wait for the text and then cancel. I refused and asked him to cancel it now as I don't want any services at this point. I told him I also want compensation for the internet services they have billed and not provided. He told me they cannot refund anything unless I let the tech fix the issue first. I asked to be transferred because I knew that wasn't right. The tech suddenly told me he was able to cancel my ticket. Tammy picked up my call and asked if she could look into the issue further. I allowed her to do this.. she was in a queue waiting, so she called me back once she got the info. She claimed that the tech was on his way to my house and saw I cancelled the ticket at 4:32pm so he turned around and went home. I told her I was specifically told by the customer service rep, after being on hold and he confirmed he checked in with the tech, that the tech would not be able to repair my internet today. Tammy said she's not sure where he got that information. She claimed this was false information, but unfortunately they couldn't help me because the tech goes home at 5pm. I feel like this entire call was full of lies and I was being told anything to temporarily pacify me enough to hang up. At the end of the call, Tammy did comp me $42.61 and said I have a balance due of $12.71. I asked her how I have a balance due when they just withdrew a month of billing from my account. Her response was, "Unfortunately I don't have access to that information. All I can tell you is you have a balance due".
Frontier has investigated the above statements and offers the following response:
Frontier received a reported of internet service issues on Ms.’s account on July 21, 2019; Frontier dispatched a technician on July 24, 2019 whom isolated and repaired a cable pair restoring service.
Frontier received a secondary report of internet service issues on August 9, 2019; Frontier advises due to unforeseen circumstances the appointment for repair on August 12, 2019 was delayed.
Frontier advises prior to repair Ms. disconnected the account on August 14, 2019.
Frontier has credited Ms.’s account for the August 10, 2019 billing statement.
Frontier attempted to reach Ms. to advise of the above but was unsuccessful. Frontier left a message that included direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter
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
We cancelled our internet service due to frequent broken equipment issues. They sent us a return box to send the equipment back. The *** install person accidentally took one piece of equipment with him which they said they contacted frontier and worked out a solution We sent the other equipment back as directed. We received a bill in July showing frontier owed us a credit we then received a bill in August showing we owed them for all of the equipment. I called several times to correct the situation but they only forward my call to their collection company. Not only did we send their equipment back we never received notice or bills before being turned over to collections
Thank you for referring the complaint Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advised that she returned equipment to Frontier in June and she was charged for not returning equipment to Frontier.
Ms. also states that Frontier sent this amount to collections and it is now affecting her credit.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms. account and found the equipment was returned to Frontier.
All charges of equipment have been credited to the account and Ms. is due a refund.
A Refund check should be received in 10-14 business days.
Ms. account is being withdrawn from collection and will be deleted from your credit report. Deletion from the credit report can take 60 to 90 days.
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
About 9 months ago when my phone service was installed the technician disconnected one of the phone jacks, I didn't realize that at the time because I used solely the other jack, but when I recently changed to using the other phone jack, I realized that it doesn't work, I called up Frontier and they said that they'll send someone out to take a look why its not working, they told me that there will be no fee, now they added $95.00 dollars to my bill, for a screw that they did AND said they won't charge.
Frontier CommunicationsThank you for referring the
complaint of ***
*** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Mr. is disputing charges billed by Frontier.Frontier has investigated the above
statements and offers the following response:Frontier records technician dispatched to customer’s location on July 16, 2019.Frontier advise that tech moved customer’s router and rewired jack.Frontier advise that Mr. was billed for work provided by technician.Frontier advise no credit will be issued for the work provided. Frontier representative has made several attempts to reach customer, no voicemail to leave message for customer. 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 Specialist: Tocoma
K. Department:
General Manager
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.No offer was made by the business, the business just flat our refuses to credit the amount billed and gives no reasoning why whatsoever, the business also did not offer any explanation on anything I complained on.
Regards
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
Our wireless internet service went out on 7/24/2019. They couldn’t get a tech out to repair it until 8/13/2019. The tech said he needed someone else to fix it after coming out and looking at it. They’re now saying they can’t get a tech out here to fix it until 9/03/2019. We do not have cell service at our home in rural noble county and depend on the wireless service to send and receive calls. We also depend on it to operate our infant daughters heart and oxygen monitor.
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that she has lost her Internet service with Frontier on July 24, 2019.
Ms. also states that Frontier missed the repair date and now dates her trouble out to September 3, 2019.
Ms. also advises that she has a child on a heart monitor which operates off of the Wi Fi Internet.
Frontier has investigated the above statements and offers the following response: A Frontier Technician was dispatched on August 14, 2019 and replaced the modem.
Frontier apologizes for the missed commitment experienced by Ms.. Frontier has provided a missed commitment credit to Ms.’s account.
A Frontier Representative spoke to Ms. on August 15, 2019 to confirm services were working and applied an out of service credit to Ms.’s account.
Frontier is also mailing an Emergency Escalation letter to Ms. if there is another outage.
Frontier is working on opportunities to alleviate customer frustration related to missed commitments and repairs.
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.
In June, I dropped traditional landline service and my video service. I only retained Internet service/ I was given 500/500 at $39.99/month. The July and August bills were incorrect. I have logged hours in phone calls and talked to many different people to try to resolve my situation. I have posted on Frontiers social media site and now engaged with yet another person. Its over two months and the billing has not been corrected. I need help resolving my complaint before the end of the month (next billing cycle). I am fearful that if its not corrected, I will continue sent to collections and my FICO will be negatively impacted. Please help me.
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. downgraded his bundled services to 500/500 FIOS Internet only for $39.99, but continues to be billed an incorrect amount. Frontier has investigated the above statements and offers the following response:
Frontier issued an order on July 16th for FIOS 500/500 internet only for $39.99 for Mr..
The Frontier rate of $39.99 does not include taxes, fees, and or surcharges.
Mr. was billed the non-promotional rate due to a promotion code not generating on his order.
Frontier has placed an order on July 31st to correct the monthly billing and back credit will be reflected on Mr.’s August 28th statement.
A Frontier representative has reached out to Mr. to advise of the correction.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I appreciate the response from Frontier. However, I have experienced on going difficulty with Frontier personnel to resolve this matter. I will not accept Frontiers response until the billing adjustment is physically reflected on the billing statement and my online account. This complaint should remain open until the matter is fully rectified.
Regards
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. will not accept the previous response until the billing adjustment is visible.
Frontier has investigated the above statements and offers the following response:
Credit posted to Mr.’s account on his August 28th statement.
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.
Yes, the adjustment was made to the billing statement. I want to leave this open through the next billing cycle. This next statement will be the first statement that should be correct out of the box. If the next statement is correct, we should be in a position to close the complaint. Thanks for understanding!
Regards
Tried switching to Frontier Communications for our home cable tv, internet, and phone services in early June. They first did not show up for installation without even a phone call after I took a day off of work to be there for the installation. The day they finally scheduled to install roughly one week later, the installer arrived and was extremely rude. The installer completed his portion and left. The home phone would not work as we could not get a dial tone. We informed the company and they said they were still "porting" the phone number and it would be functioning soon. The Wi-Fi service did not provide a constant connection even though we were paying for a 5G connection per the terms of our agreement (this same connection speed was never an issue with any of our previous service companies *** or *** FIOS). We gave it one more day and they when 2 out of 3 services we were paying for did not function properly, we again called to inform customer service, and they again were rude as we have found every department to be at Frontier. They informed us the phone was not their fault as it was still porting (this is a full 2 weeks after they started the process of porting the number) and the Wi-Fi is not guaranteed - even though we were paying for a 5G connection. We informed them that we were still within the 3 days of entering into the agreement with them and decided since they could not deliver on their end of the agreement we were going to cancel their service and go back to ***. They said fine no problem, they would send a box for us to send back the equipment, which we did. They have sent a bill for $100 plus $27 in taxes for our 2 days of "service" in which none of their services functioned properly and we endured nothing but atrocious customer service from their customer service team and their installer. This is beyond a terrible company, they should not be able to continue doing business.
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that she has been experiencing intermittent speed and connectivity issues with her internet service from Frontier. Ms. advises that she is having difficulty porting her number into and away from Frontier. Ms. advises that she was billed for a full month of service even though she wanted to end her service earlier. Frontier has investigated the above statements and offers the following response:
Frontier advises that Internet speeds are based on multiple variables including limitations of equipment and wiring inside the home, distance from Frontier’s equipment, distance from the nearest Frontier serving node and surplus of Wi-Fi traffic in the home or immediate area. WI-Fi network congestion could be affecting Internet service speeds. Frontier advises that plugging devices directly into the router through a wired connection should address this issue.
Frontier advises that Ms.’s telephone number successfully ported in to Frontier on June 14, 2019. Frontier advises that Ms.’s telephone number successfully ported out on July 3, 2019. Frontier advises that Ms.’s Frontier account is closed at this time.
Frontier advises that pursuant to Frontier’s terms and conditions, Ms. was billed (and thus incurred charges) through the end of her billing cycle. Ms. is eligible to continue receiving Frontier service through the end of that cycle.
Frontier adjusted Ms.’s account the appropriate credit as a courtesy.
Frontier spoke with Ms. on September 17, 2019 and advised her of the above information. Frontier has provided direct contact information should she require further assistance.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.Tell us why here...
Frontier Communications is my phone and internet provider. For the past year I have had limited service with the phone and internet going in and out of service. I have complained to Frontier numerous times to no avail. Since May 2019 the phone and internet service has been out for extended periods of time. Since July 2019 the phone and internet has been out and or limited and of such poor quality that it is of no use. July 25, 2019, I contacted Frontier Communications and scheduled a repair technician for the first available date on August 14, 2019 between 9:00am and 1:00pm
After waiting 21 days for the Frontier service technician on August 14, 2019 they failed to show up even after Frontier had sent me text messages that day stating they would be there. Frontier Communications would only refund $13.46 for my phone outage in May 2019
The refused to refund any of the amount I paid for the internet service that they failed to provide. Frontier also refused to do anything about my bill for the lack of phone and internet service from June through August 2019. On August 12, 2019, I spoke with Frontier Communications service representative"Morgan" at 11:05 am who advised me that Frontier will not refund any of my bill unless their service technician notes indicate the trouble was with their equipment. On August 14, 2019, at 1:15pm after the Frontier service technician failed to show, I attempted to call Frontier Communications to cancel my service and was unable to receive anything other than a recording telling me that they were aware of an outage in my area. I am paying for telephone and internet service that Frontier Communications is failing to provide and they will do nothing to fix the problem and they refuse to refund the bill.
Frontier Communications
Thank you for referring the complaint of *** G. *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
Mr. states that he has been experiencing intermittent speed and connectivity issues with his phone and Internet service from Frontier. Mr. requests that Frontier repair his services. Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr. disconnected his services with Frontier on August 15, 2019.
Frontier’s records indicate that a Frontier representative issued an out of service credit to Mr.’s account on August 15, 2019 in the amount of $88.32.
A Frontier representative spoke with Mr. to advise and provided the direct contact information for a Frontier representative.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Frontier Specialist: Linda Department: Consumer Relations
Frontier claimed a billing discount for bundling my account with *** Network. They eliminated the discount after a short period without notifying me. I cancelled my the account bundling. The bundled accounts did not appear on my next bill -- so the cancellation was in effect. On the following bill, they had rebundled my accounts without permission or notice. This cost me extra taxes on my phone bill. Both Frontier and *** blame each other, and neither are willing to refund the extra costs. And they tell me it can take two billing cycles to unbundle this action that was done WITHOUT my permission and is costing me money as well as a pile of time on the phone trying to get them to cancel it yet again. Why is no one REGULATING or PENALIZING them to prevent this??
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that Frontier claimed a billing discount for bundling her Frontier account with her *** Network account and it was eliminated after a short period of time without notice and then she cancelled the bundling. The accounts did not appear bundled on my next bill statement so the cancellation was in effect. Ms. advises that on the next bill she received her *** Network charge and was re bundled without her permission or notice and this cost her extra taxes on her telephone bill. Ms. wants to know why no one is regulating or penalizing them to prevent this was happening.
Frontier has investigated the above statements and offers the following response:
· Frontier investigated and advises that Ms.’s term ended on May 20, 2019 and she was notified on her May 10, 2019 bill statement that with beginning with this bill her promotional pricing has ended.
· Frontier advises that on her bill statement of July 10, 2019 there were *** Network charges on her bill statement. *** Network had applied credits to her *** Network account which resulted in no charge on the bill statement.
· Frontier advises that *** Network was unbundled with Frontier on August 21, 2019. Frontier advises we are a billing agent only for *** Network and that they send the monthly charges to be billed each month to Frontier.
· Frontier advises that Ms. was not billed for extra taxes on her bill because *** Network was not unbundled.
· Frontier advises the only way that Ms.’s account will get billed with Frontier is if she gives her account number to Frontier.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
I canceled Frontier services in Jan to switch to ***. After the switch there was a lingering line that continued to be billed. I never received the bill due to the fact that frontier started mailing the bill to an invalid address. In turn I never received the bill. I was first notified by the person of the address due to the fact they were a client of the business. I called frontier in march to discuss the bill but since I did not actually have a copy of the bill they would not speak with me. I then ask them to send me a copy of the bill so I could get the pin number. After several weeks I never received the statements. Shortly there after another random address received the collections notice. The only reason I knew of this letter was because they were the parents of the previous business owner. I finally spoke to the collection agency and requested statements on 5-13-19. Frontier will not settle this account nor speak to me about the matter since it is in collections. I have filed a dispute with the collection agency and know it is up to frontier to determine if this is a valid debt. It is impossible for me to pay the bills or cancel that line immediately if I do not know that it is being billed.
Frontier Communications
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he switched to *** last year and took all of his lines with him. Frontier was sending a bill to an unknown address to Mr. for charges he had no idea he was incurring. The account was turned over to an outside collection agency and they finally got ahold of him. He has not had service with Frontier in over a year and should have no billing with them at this time. Frontier has investigated the above statements and offers the following response:
Frontier found that Mr. did port all of his lines to *** in July of 2018. This line was left abandoned and had an incorrect billing address on it. Frontier has issued credit in the amount of $567.78 to zero out the bill. Frontier will also report it to the outside collection agency for an update to the credit report. Frontier spoke to Mr. on August 22, 2019 and he is satisfied. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Frontier Specialist: Jacey D Department: Customer Specialist
In calling to try to resolve slow internet speeds, it was discovered that we have been paying for up 45 mbps despite 18 mbps being the fastest speeds available in our area. Frontier has been over-charging us since March 2017. I was initially offered an $800 credit in addition to having a second modem installed in our home, free of charge. After the rep made this offer, a supervisor confirmed the offer. I was satisfied with this resolution. However, the technician scheduled to install the second modem, did not show up during his stated window. It was rescheduled to the following week. The technician failed to show. I again called Frontier only to be told that the offer no longer stands. I was then offered a $15 credit rather than the initially offered $800 credit. This is unacceptable as I feel Frontier knowingly over-charged/charged for services they cannot even provide in our area. Customer service is terrible. I have detailed every phone call including names, dates, times (in total, I have spent over 6-8 hours on the phone trying to achieve resolution and 8 hours waiting at home for technicians who did not show up).
Dear Revdex.com:Frontier Communications has received notification of a complaint
from the above individual. According to the complaint:Ms. has been paying for internet speeds that she cannot received. She requests credit for overcharges since March 2017.Frontier has investigated the above statements and offers
the following response:Upon further review we determine trouble ticket #*** was issued to improve Ms.’s internet speed and connectivity. Frontier advises that as stated in our terms and conditions, actual internet speeds vary, and any speed advertised is not a guarantee.Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and Wi-Fi network interference.We further advise a credit has been applied on Ms.’s account. Ms. was previously advised of the approved credit.On August 30, 2019 Frontier attempted to contact Ms. to advise on the above information.Other attempts made have been unsuccessful.If Ms. has any additional questions, please contact the
undersigned.We trust that this information will assist the Bureau in
closing this complaint. Sincerely,Bridget G.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.*I fully understand that internet speeds can vary depending upon many factors. The fact is that Frontier has been charging us for a package that is NOT available in our area. Since signing on with Frontier in March 2017, we have been paying for a package that advertises up to 45 Mbps. The fastest speed available in our area is up to 18 Mbps, which is a cheaper package. This was discovered by a Frontier rep (Jacob) and confirmed by multiple other reps, none of whom could explain how this could have happened. In regards to the credit issued.....I believe a $30 credit was offered (after the initial offers of an $800 credit were withdrawn by Frontier). I told the rep that $30 does not even cover 27 months worth of overcharges much less the additional fees we incurred by having sub-par internet speeds (overages on mobile data plans, etc). I was then told that they were only able to go back 3 months in the system and could issue a credit only based on those 3 months.
Regards
Frontier's position remains the same as there has been no additional information provided that would justify a change from our previous disposition. As stated in Frontier terms and conditions, actual internet speeds vary, and any speed advertised is not a guarantee. Frontier advises the customer’s service address qualifies for Available Premium Speed: 18.0M/1.0M which is included in the same tier package as 45.0M/2.0M. This tier package details, customer’s subscribing to Internet with speeds ranging from 9.0M/1.0M to 45.0M/2.0M, will incur the is same cost excluding promotions and or discounts.