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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Frontier is my landline phone provider, for the moment. On Feb 10 2019 I sent them a check for that month's bill. On Feb 21 2019 I got half of that check back in the mail, with a form stating that they could not process my payment because the check was "damaged in the mail." The first check, with their stub, went to POB 240407, Cincinnati, OH 45724-0407. Their form said to send the second check to POB 20550, Rochester NY. So I did that on Feb 22 2019. I got half of that check back about a week later, with same form. Damaged in mail. I took a third check to downtown Elkhart to their "Frontier Store" on Feb 23, I kept checking with my bank to make sure neither of the first 2 torn checks got processed. Then I got a bill for 78 cents! Found out they DID process the Feb 22 check on March 6! What a surprise. They could not process either check but then decided oh yeah they could after all. The half they kept of the second check must have had the sufficient numbers intact. Oh, and since both were torn diagonally in half, I wonder how the address on either one remained readable to be delivered to Frontier at all. I call the USPS customer service # and they really don't think they ruined the checks and I tend to believe them So, they'll both deny tearing the checks but Frontier cannot deny that they told me in writing that neither check could be processed but then they did process the second one without notifying me. I have called Frontier since and they just shrug it off. Bad business, I'd say.
Thank you for referring the complaint of *** to our office for
review. We appreciate him bringing this
matter to our attention.Mr. expressed concern two payments he has submitted to Frontier by
check. He received the checks back, both torn diagonally with a form stating
the payments could not be processed. Frontier can neither confirm or deny how the checks were torn. When payments are submitted to Frontier, the
processing of the payments is performed electronically. If the sorter damaged the checks, customer
service representatives would not be able to advise anyone of this happening,
as the payments are submitted to remittance centers in Cincinnati, Ohio or
Rochester New York. Per Remittance Research, payments submitted January 19, 2019, March 6,
2019 and August 9, 2019 were all sent to the Frontier processing center. Payments submitted February 27, 2019, March
15, 2019, May 14, 2019, June 17, 2019, and July 17, 2019 were all made at the
retail store, at 129 2nd Street in Elkhart, IN.We apologize for the difficulty Mr. experienced with the submission
of payments. Unfortunately, Customer Service is not able to
provide detail regarding what happened to the payments mailed. Frontier can only confirm what has been
received and posted. Any damage can be a
result of many variables and we are unable to advise who is responsible. Should Mr. wish to discuss this matter further, I can be reached
at EXT 111-3143.Sincerely,Felicia TExecutive Customer RelationsEXT 111-3143FRONTIER
COMMUNICATIONS
The consumer called to say he still cannot believe this company is so dysfunctional.
During a storm on 7/20/19 Frontier’s phone equipment coming into my house was damaged. I reported the phone/internet outage within two hours of the storm passing navigating through a difficult and very limited option computer menu. I received an appointment for service for 7/31 between the hours of 8am - midnight. I stopped by the local office, a 1/2 hour away, on 7/29/19 to check on the state of my service ticket as I was unable to record the number the one and only time it was read by the automated call in system. I was told trrr was no open service ticket at that time despite still not having service at the jack outside my house. The service ticket was closed by a technician making a “centralized” repair and clearing out tickets with no body following up to ensure service had been restored. The office employee took my number and promised to call me back with news as soon as she heard anything. I never heard back from her however on 7/30 at 6pm a technician stopped at my house unannounced, replaced the outside jack and my service was working again. I received an email on 7/31/19 regarding an order for internet service/installation on 8/5/19 for internet that I did not authorize. When I called on 8/5/19 for credit to be issued to my account for the ten days I was without phone and internet service I was offered $15. Exactly half minus taxes for the service I could not receive due to Frontier’s broken equipment. When I insisted that I would not accept that credit it was raised to $20.57. My request to speak to a supervisor was fought by Samantha the customer service representative I was speaking with. I was also informed that I still had to pay full taxes on service I was unable to receive due to their equipment not working. I was also informed that even though my new phone provider informed me the port of my phone number was complete I could not cancel service as they had not finished processing my port order. She stated the internet install order that was authorized without my consent didn’t exist. Even when I provides that number to her.
Frontier has investigated the above statements and offers the following response:
Frontier received a report of service issues on July 20, 2019; Frontier was working to restore the service
Frontier advise Ms.’s account was successfully ported out on August 1, 2019.
Frontier has issued appropriate credit to Ms.’s account for the time out of service.
Frontier placed an order to have Video and Data services remain active after the telephone number was ported. Frontier offers this as a courtesy in order to allow our customers to continue to receive these services.
Frontier confirms Ms. declined to maintain Video and Data services and the order was cancelled prior to posting to billing.
Frontier advises Ms.’s final billing statement will post on September 1, 2019.
Frontier spoke with Ms. on August 14, 2019 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
I wanted service at a different location for the summer season set up. I was notified later that I couldn't have it set up because that location was under the name of ***. For some reason Frontier took that bill and put it in my name and sent it to a collection agency. They also withdrew ,$45.00 from my bank account for security,for a account I can't have opened. There were issues over a missing payment that I paid twice to try and get late payment resolved but no one would help me. I found a number listed under President of Frontier a woman named Angela B *** was suppose to help me but she never got back to me. And won't take calls from me. I've had my wifi shut off two months in a row since all of this started.
Frontier has investigated the above statements and offers the following response:
Frontier advises on May 1, 2018 Ms. applied for a new internet service with a $45.00 deposit.
Frontier advises the order installation was delayed for the proper lot/space number.
Frontier advises on May 8, 2018 a technician completed a full installation ($75.00) of the internet service including a jack for Ms. and confirmed internet services working.
Frontier to date has not received a payment towards Ms.’s internet account.
The account was disconnected for non-payment on June 25, 2018 and Frontier applied the $45.00 deposit towards the account.
Frontier sent final balance of $220.24 to an outside collections agency.
Frontier as a discretionary courtesy credited the remaining balance and Ms. now has a zero balance for her internet account.
Have Frontier for Internet, had a lightening strike, modem blew out. Called on a Saturday morning the 27, July. Was told they would send a new modem 1-2 business days so the latest would be Weds July 31st. On Monday August 5th we still do not have a modem. I called again and they said since an order was placed on a Saturday when the dept is closed it never got processed. Very poor business practice. It never got resolved in a business week. Now supposedly it will be shipped out to get to us by Thursday 8th. This has meant 14 days with no internet. I know an employee of Frontier in Portage and he can not get a modem to install to do his job so I am doubtful I will get my modem on Thursday.
Thank you for referring the complaint of *** to our office
for review. We appreciate her bringing
this matter to our attention.In the complaint Ms. expressed concern regarding her modem being
blown out during a lightning strike. She
contacted Frontier on July 27, 2019 and was told a modem would be delivered
within 1-2 business days. She had not
received the modem by August 5, 2019. She was then advised the modem would be shipped August 8, 2019.Our records indicate a DSL order (***) was processed on August 8,
2019. The order included the *** Wireless Gateway- Modem Replacement Kit. On August 8, 2019, the customer was credited $23.81 for the time the
internet service was not operational.On August 20, 2019, Ms. was contacted, and she confirmed receipt
of the modem, Out-of-Service credit. We sincerely apologize for the difficulty Ms. experienced
regarding the above matter. Should Ms.
*** wish to discuss this matter further, I can be reached at
EXT 111-3143.Thank you,Felicia TExecutive Customer RelationsFRONTIER
COMMUNICATIONS
I cancelled internet service on August 5, 2019 and was told by the customer service rep that I would still be billed in full until September 1, 2019 with an additional $9.99 cancellation fee. I do not understand why I am being billed for the remainder of the month when services have been disconnected. Also why am I being charged a disconnection fee???
Thank you for referring the complaint *** to our office for
review. We appreciate you bringing this
matter to our attention.According to the complaint:The consumer he cancelled service and disputes the bill.He expresses she does not agree with being billed through the end of her billing cycle. Frontier has investigated the above statements and offers the following
response:Frontier advises that prior to the request to terminate service, Mr. was billed (and thus will incurr charges) through the end of his billing cycle.Mr. is eligible to continue receiving Frontier services through the end of that billing cycle. Frontier advises of our bill policy which is noted on each bill statement. Frontier attempted to reach Mr. to advise of the above. We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience the customer has experienced as a result of the above matter.Sandra P.Frontier Communications
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that even though it is company policy to bill a customer when no services are being used it is a bad business practice. When I moved and terminated my serivce with ***, I was refunded for the portion of services I did not use, which is a fair business practice. It also makes me have confidence in the integrity of the company. Maybe Frontier should tkae a note of other providers policies and fall in line. Petty policies, disregard for customer concerns and poor customer service explains why customers are leaving Frontier and going elsewhere. Frontier, take note of your reviews online....***-1 star, ***-1.5 stars, ***- 1.5 stars, Revdex.com-12,209 complaints !!!!
Regards
Frontier has received notification of a rebuttal complaint.According to the complaint:The consumer advises he does not agree with being billed through the end of the billing cycle. Frontier has investigated offers the following response:Prior to the request to terminate service, Mr. was billed (and thus will incurr charges) through the end of his billing cycle.Mr. was eligible to continue receiving Frontier services through the end of that billing cycle. Frontier advises of our bill policy which is noted on each bill statement. We trust that this information will assist you in closing this
complaint. Sandra P.Frontier Communications
They been offering internet services in my area. But everytime they come out they say they dont have any ports. But yet they hang up signs and had out panflits saying they do. They have been to my house three times getting internet service installed. But all 3 times we get told the same thing. The bad part is they are the only place that offers services in our area
Frontier
Communications has received notification of a complaint from the above
individual. According
to the complaint:Mr. states Frontier is offering internet, but he has been informed that the internet is not available for his address due to lack of open ports. Frontier
has investigated the above statements and offers the following response:Frontier is continually working to improve its network and internet service availability; however, as stated in Frontier’s terms and conditions “Internet Service subject to availability.”Frontier attempted to reach Mr. to advise of the above information but was unsuccessful. We trust that this information will assist you in
closing this complaint. We apologize for
any inconvenience that the customer has experienced as a result of the above matter.Sandra
P.Frontier
Communications
My identity was fraudulently used to open an account for service with Frontier. I was only made aware when I received a collections notice by mail. I called Frontier customer service and was advised I had to file a complaint with local authorities and submit a police report. I followed these steps to then only be told that was not the course of action. I was then told by Frontier that they I would mail paper work for me to fill out to dispute the fraudulent account. I have since called 4 times in a matter of 2 months because I have yet to receive any paperwork. Frontier keeps sending the documents to the FRAUDULENT ADDRESS. I have stated numerous times I have never lived at the address where they have sent the paperwork and I have repeatedly given my correct address with NO resolution. I am disputing these charges as fraudulent and Frontier seems to have no desire to correct the situation.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. states a Frontier account was set up fraudulently in her name and she has been unable to resolve the issue due to Frontier sending the required paperwork for the dispute to the wrong address. Frontier has investigated the above statements and offers the following response:
Frontier Service was set up under the name of *** on October 12, 2018.
Frontier mailed Ms. a Fraud Packet on May 9, 2019 via mail and it was returned back to Frontier.
Frontier mailed additional Fraud Packets on May 17th and 21st to ***. A response was required by June 21, 2019. A Fraud Close letter was sent out on May 22nd.
Ms. contacted Frontier on July 22nd stating she never received the fraud packet, so another one was sent the same day. She was advised on what was needed in the return. As of August 15th, Frontier had not received the packet.
Frontier sent out another Fraud Packet August 15th with a signature requirement.
Frontier has provided Ms. with a direct contact and has advised Ms. of the above information.
Frontier will continue to assist Ms. as needed in this dispute.
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 stated if we signed a 2 year agreement for Internet Services we would receive $100.00 *** gift card. No card has been sent
Frontier
Communications has received notification of a complaint from the above
individual. According
to the complaint:Ms.
*** states she was advised by Frontier if she signed a 2-year
agreement for Internet Services she would receive $100.00 *** gift card. Frontier
has investigated the above statements and offers the following response:Ms. account is eligible for a $100 card. For *** Reward to be fulfilled, the customer must meet the following criteria: must agree to 2-year term, must be a customer for 90 days, must be a Frontier customer at time of redemption and first bill must be paid.This account started June 4, 2019 and has not met the 90 days requirement.Once all criteria are met, the customer will receive a redemption letter via USPS (United States Postal Service) from a 3rd party. NOTE: Letter will include website (http://frontier.com/rewards) to be used to direct customers to for general information on the *** Reward Card and information on redemption steps.To Track Status of *** Reward Card, customers may contact Frontier attempted to reach Ms. to advise of the above information but was unsuccessful. We trust that this information will assist you in
closing this complaint. We apologize for
any inconvenience that the customer has experienced as a result of the above matter.Sandra
P.,
ext. ***Frontier
Communications
Frontier Communications annual contract ended in June 2019. I contacted Frontier requesting a lower priced tv/internet package and was told the total price of the basic tv/internet would be $143. When I received the confirmation email that evening the total price was $215 stating I now had a Custom TV package, not the Basic I requested, which prompted another hour and a half phone call on July 15,2019. That representative quoted and supposedly changed the package again stating that my NEW price with Basic would now be $133. I received the email and bill its $195. Again, today, August 5, 2019 I called Frontier requesting a billing investigation and $195 removed from my bill due to the service not provided as promised. Today, August 5, I again requested the BASIC TV/internet package quoted at $108, but will be charged a Tech fee of $75 for changing my service and someone has to come to the house to check installation. I already have current service, I do not need a technician to install equipment or cables, it already exists but the representative told me on the phone she (Patricia) could not guarantee this service or provide it without a technician coming to the house. I feel the $195 and the $75 are erroneous billing and a way to scam their customers.
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. placed an order for Basic Television service and Internet but received an order confirmation for Custom Television and internet for a higher price. Mr. called to correct the order and was then advised he would also have to pay a $75 installation fee to change the service. Frontier has investigated the above statements and offers the following response:
A Frontier representative placed an order for Custom Television instead of Basic Television.
Frontier has not charged Mr. an installation fee. If billed, Frontier will issue credit to his account.
Frontier has placed an order to correct the billing. A manual adjustment has been applied to Mr.’s account to correct the erroneous billing.
Frontier also issued credit for the billed late fee charge.
The correct pricing for Mr.’s bundle with Basic Television is $105 plus taxes, fees, and surcharges.
A Frontier representative has provided Mr. with this 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.
My family and I recently relocated from Buffalo, NY to Rochester, NY and we needed internet service ASAP as I work from home. The Frontier tech DID show up in a reasonable amount of time on the scheduled date. I was hoping to have my service up before 1pm as I'm the head of my department. The tech thought he had me working at about 1pm and left...only to turn right around and come back because he had checked my internet speeds as he was driving away and realized I was not connected like he thought. He then was here until 3pm and DID get my service working...for about a half hour after he left. I proceeded to contact customer service, who kept bouncing me between customer service and tech support from 415pm-1030PM! I called the next morning to cancel my service and was told that I would not only be billed for the installation BUT ALSO THE WHOLE MONTHS OF SERVICE. Also, there is never a supervisor around to speak to and I was given two different time frames as to when to expect that call from Carolyn, employee number *** in Dallas, PA. She couldn't decide if it was 24-48hrs as she originally had stated or 48-72hrs after I had begun to get very frustrated over her wishy washy attitude towards my issue and wanting to speak to a supervisor.
Thank you for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our attention.
In the complaint Ms. expressed concern regarding her immediate need for internet service after relocating from Buffalo, New York to Rochester New York. When the technician was dispatched to the customer’s home, he believed he had her service working at 1:00 PM, but had to return as the service was not connected. Ms. says she cancelled the service the following day.
Our records indicate on August 1, 2019 a technician was dispatch for the installation of service. The technician remarks indicated he installed a new cable pair, a new drop, a new Network Interface Device, a new ground wire and home run wire and jack. The technician completed this ticket and closed it out August 1, 2019.
On August 1, 2019, the customer reported the internet service was down and the technician returned to the premise.
Our records indicate a disconnect order was created on August 16, 2019. The service is scheduled for disconnection on August 26, 2019.
As of August 21, 2019, the account has been credited $94.22, and an additional credit of $29.10 was applied to the account today. At this time the account is zero. Due to Frontier bill cycle, there will be a closing and final bill to generate.
We sincerely apologize for the inconvenience this matter has caused. Should Ms. experience any further issues, she has the contact information for the supervisor of Executive Customer Relations.
Sincerely,
Felicia T.
Executive Customer Relations
844-320-4445 EXT 111-3143
FRONTIER COMMUNICATIONS
I am paying for a service that I am not receiving. My internet service is out 3-5 times a day for extended periods of time! I have called them numerous times wating up to an hour each time for someone to answer. It is always an issue with there lines! Have repaired there lines several times to no avail!
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that: Ms. stated that she has intermittent outages and wants the service she is paying for.
Frontier has investigated the above statements and offers the following response: Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, etc.
Ms. is billed the lowest qualifying price for the package covering from 1M to 6M speeds.
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
The speed of the internet service is not my concern! Yes, it is very slow. My concern is the fact that I lose services all the time! I can have internet in the morning & an hour later it is gone. Some times I am lucky enough to have it for a whole day! Sometimes I don’t have internet service for days! I get so tired of contacting Frontier to be on hold for at least an hour and spend another hour trying to get the problem resolved! Never has the problem been our wiring or on our side of things! It has always been their lines & equipment outside our home! I am paying for a service that they are not providing
hank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention. The rebuttal states that:• Ms. stated that she has frequent outages and wants the service she is paying for.• Ms. stated that she has to wait on hold to get her internet issues resolved.
Frontier has investigated the above statements and offers the following response:• Ms. is billed the lowest qualifying price for the package covering from 1M to 6M speeds. Several factors can impact a data connection including, wi-fi traffic. To experience the most stable connection please connect to the router directly.• Frontier technical support may occasionally have extended hold times, so in those instances we recommend using the call back option.
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.
Re order FT ***.
According to Frontier communications, I have active service. However, they
have not connected cable to my home from outside. I contacted Frontier customer service, and they said
that technical department will handle this issue. Technical department says it is customer service issue. I
was put on hold for more than 1 hr. Their customer service or technical department cannot figure out
who should put an order to connect a cable to my outside box. (Total time spend on phone more than 5
hrs.). In addition, someone was going to come and check on connection, but no one has come to our
address. Currently, I request that connect service to my home. If they are unable to do so, then they
should let me know. I need to have Internet services at my home.
I wish we have more companies providing internet services to our address. with limited options for customers, a few companies can treat the customer anyway they want without having any recourse.
Thank you
Sincerely
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention. The Complaint states that: • Mr. stated that Frontier hasn’t installed the internet service at his home yet and he is being transferred back and forth between technical support and the customer service and cannot get it resolved. Frontier has investigated the above statements and offers the following response: • On August 10, 2019 a Frontier field technician was on site and completed the service installation. • Mr. has confirmed the service is working and has been given an outage adjustment. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Signed up for new service. Was specifically told channels were available. Shortly after signing up 2 channels that I asked for were cancelled without being told that the channels were in negotiations. Forced to purchase apps at additional cost to watch now. Company still trying to force me to pay a penalty to terminate contract
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. states that he signed up for new services through Frontier and shortly after, two channels that he watches were removed. Mr. is requesting to be released from his contract with no penalty. Frontier has investigated the above statements and offers the following response:
Frontier advise that Mr. established services with Frontier on March 20, 2019.
Frontier advises that the contract with *** Sports ended on August 1, 2019 and is currently in negotiations. Frontier would like to keep the service but *** Sports will not allow Frontier to offer it in a way that is economically feasible to our customers.
Frontier advises that Mr. is currently under a term agreement until March 19, 2021 and is receiving a monthly discount of $91.00. If the services are cancelled prior to the end of the term an early termination fee will apply.
Frontier issued a one-time courtesy credit in the amount of $25.00 for his inconvenience.
Frontier spoke with Mr. on August 19, 2019 to review this information with him.
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.
As I explained to Clara who called me to review my complaint from Frontier, I was lead to believe I would have these two channels. *** and *** sports. While I had the *** sports channel for several months *** was removed two weeks after I signed up. At no point while I was negotiating with frontier did they make me aware of a contract issue with the channel nor did they with *** sports. I have sense had to purchase an app that costs me an additional $40 a month to watch *** and now have to purchase another app for *** sports. I was lied to at the point of sale and given a bait and switch on my contract.
I have not asked for my to be returned or for a discount for future services. All I asked was to be released from a contract that does not provide the service I originally signed up for and was told told I have to pay a $200 penalty or they can waive the penalty but I would have to pay $400 for credits that would be taken away from me from the start of the contract. These credits were not asked for by me but a sales top they used to have me sign.
Regards
Thank you for referring the rebuttal complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Rebuutal Complaint states that:
Mr. states that he signed up for new services through Frontier and shortly after, two channels that he watches were removed. Mr. is requesting to be released from his contract with no penalty. Frontier has investigated the above statements and offers the following response:
Frontier advise that Mr. established services with Frontier on March 20, 2019.
Frontier advises that the contract with *** Sports ended on August 1, 2019 and is currently in negotiations. Frontier would like to keep the service but *** Sports will not allow Frontier to offer it in a way that is economically feasible to our customers.
Frontier advises that Mr. is currently under a term agreement until March 19, 2021 and is receiving a monthly discount of $91.00. If the services are cancelled prior to the end of the term an early termination fee will apply.
Frontier issued a one-time courtesy credit in the amount of $25.00 for his inconvenience.
Frontier spoke with Mr. on August 19, 2019 to review this information with him.
Frontier stands by the original findings.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
I called frontier to have them service our phone and internet. they informed me that our account was locked and we did not lock the account. they refused to help us and the main issue is my son is on full-time oxygen and has a cardiac pacemaker. we NEED phone and internet because of this. as well as I have heart issues, my daughter is on dialysis and has had a stroke, and my granddaughter has many health issues. not having a phone is dangerous for my son because of the oxygen and pacemaker. we are also putting a complaint in with *** because they are the ones that started the problems.
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 her account has been locked. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Ms. on August 13, 2019.
Frontier advise that her Landline number was ported to another provider.
Frontier advise that billing discrepancies with *** would need to be discussed with ***.
Frontier has confirmed Ms. has decided to receive services from another provider.
Frontier has provided direct contact information if Ms. has additional concerns.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter
I am being forced to rent or purchase a wifi router for $10 a month. It is not actually required for service. It's currently not even plugged in. They claimed a lower price then force you to rent this router that is not needed.
This is false advertising and must be illegal
Frontier CommunicationsThank you for referring the
complaint of Adam
*** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: 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.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
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.
Charging an equipment fee for equipment that is not needed or wanted still isn't ok. Your provided equipment does not work is sub par and just plain sucks. Which is why I have to use other equipment. I asked for a return label over the phone and I am awaiting to receive it so I can return your router
I do not accept your response as a resolution to my compliant
Regards
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
I ordered home internet service and paid an 88 dollar down payment and was scheduled to have it installed today 8-5-19 between 9am amd 1 pm at 12 pm I got a text message saying that a technician was dispatched to my appointment. At 2pm I called amd asked where the technician was because he had not showed up yet they said he would be at my house in 30 minutes. At 3:10pm I called back because he still had not shown up that time I was told he was finishing up a job then would be at my house. I asked what you all was going to do since I had to sit at home all day waiting and the lady hung up on me. At 5pm I called again because I still have not seen or heard from the technician after getting the run around and getting hung up on again I called right back and asked for a supervisor. I was told I couldn't talk to a supervisor until I talked to the person on the phone which was in the same department as the other ones that I had talked to all day long and the ones that hung up on me. Finally I got someone and they told me my ticket was still open to be installed today. After I hung up with them I got a text saying my installation was being rescheduled for 8-7-19 between 1pm and 5pm so I called back. I told the person on the phone what was going on and that at the least they could come tomorrow first thing in the morning on 8-6-19 and install it they told me there is nothing they can do so after all the givimg me the run around all day now I have to wait another 2 days to get my service. I told them no cancel my account and refund my money now I have to wait 2 weeks to get my money back.
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. indicates that Frontier did not provide a refund in a timely manner. Frontier has investigated the above
statements and offers the following response:Frontier’s refund policy is to issue a deposit refunds 14 day from the date of order cancellation.This time is required to ensure the processing of banks and mail time. Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr. McGriff
has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager
I cancelled my fax machine landline with Frontier on July 25, 2019 and was told to disregard the bill I had in hand because service was cancelled, and that I would be receiving a cancellation notice and no further bills. On August 3, 2019, I receive a bill for $81.85, which included my regular monthly fee of $70.75 plus a credit of $3.00, plus a MINIMUM USAGE CHARGE of $11.19. When I called to dispute this charge, I was told that this Minimum Usage Charge was actually my "CANCELLATION FEE!" This is absolutely fraudulent business practice to charge someone a cancellation fee when I am no longer under any contract with them and I haven't used this landline for any faxes in over a year. I want it documented that Frontier Communications is doing this to their customers and I trust that they will be reprimanded for such practices.
Frontier records reflect that the 05/28/19 bill reflects new charges of $70.75 which includes service dated 05/28/19 – 06/27/19. A payment of $70.75 was received on 06/11/19.
The 06/28/19 bill reflects new charges of $70.75 which includes services charges dated 06/28/19 – 07/27/19. There was no payment received on this bill.
Ms. called on 07/17/19 requesting to cancel service. An order was created to disconnect service effective 07/25/19. A review of the call found no mention of a cancellation notice being sent; to ignore the bill; or that no further bills would be sent.
The 07/28/19 bill reflects new charges of $11.19; an unpaid balance of $70.75 from the 06/28/19 bill; and a total balance due of $81.85. The new charges include prorated credits totaling $3.00 for service dated 07/25/19 – 07/27/19; a Minimum Usage Charge of $11.19; and surcharges / taxes of $2.91.
Frontier has applied a credit of $15.06 waiving the Minimum Usage Charge plus applicable tax charged on the 07/28/19 bill. The credit has reduced the balance from $81.85 to $66.79 which is for service dated 06/28/19 – 07/24/19.
Frontier advises that the balance of $66.79 is valid and no further credit is warranted.
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’ve had problems with Frontier since I signed up. I work two jobs I was working from 5am to 11pm I never had time to call and I never had service almost the first 7 months which was resolved somewhat. 7/26/19 I called to cancel my service for the most part I use internet on my phone because half the time I never have service with Frontier. When I called they didn’t want to cancel my service they wanted to wait until the bill cycle was up because they didn’t wan to refund me because they bill a month in advance. I informed them that wasn’t happening to cancel my service they scheduled my for my service to be disconnected 7/29/19 and were suppose to send boxes to return the equipment. I Want my service discounted as of 7/29/19 a final bill sent and boxes so I can return the equipment when I call I get the run around.
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: Ms. advises that she was billed for a full month of service. Frontier has investigated the above
statements and offers the following response:Frontier advises that Ms. has pre-paid for her services and was eligible to continue receiving service through the end of her billing cycle.Subscribers to Frontier’s service are billed one full month in advance. Termination of service subscription is effective on the last day of the Frontier billing cycle. No partial month credits or refunds are provided for previously billed service subscriptions as per the terms of service which can be viewed at www.frontier.com/terms. Frontier advises that a courtesy credit was issued for the full month of billing in the amount of $72.05. Please allow 1-2 bill statements for the credit to reflect on the customer’s statement.Frontier representative has spoken to the customer and provided the above information. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms. has
experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager
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
Called on July 1st for 1 hour and 41 minutes to ask for a discount on our bill due to three days worth of outages.
That woman gave me a discount, but never told me how I could pay the bill with the discount included. When I checked my bill on the website, it still showed the full original amount.
Called in today on 8/5/2019 to wonder where the discount went.
Woman named Elizabeth was very unkind towards me about the amount on the bill.
She had no desire to reason, nor did she have the temperament to do her job to the best of her ability.
I found out, only after arguing back and forth with her, was that the discount reflected on the bill doesn't actually show up on the website, and that you have to make a phone-automated payment to receive the discount.
I ask her for the number, and she very rudely tells me that she can't do anything further, no number, and no way to prove that the discount was applied. She told me to hang up and call again if I didn't believe her, which made me not believe her at all. That's when she became very aggressive towards me with very unbecoming behavior. I hadn't even said a word out of line, and she is practically attacking me over the phone.
Horrible person. If not for her, I would have had a much better experience. I hope Frontier does something about this woman. She does not deserve to be in customer service with the mannerism she has. Otherwise, I can assume that this is the normality with Frontier, which is very disappointing.
I will update this thread if action is taken. Otherwise, horrible customer service through and through. I shouldn't have to feel degraded about owning internet service.
I called to have my service called approximately 2 months prior. I am being billed for a whole months service even though I only had it for 3 days during that month. I called customer service and no one wants to help resolve this issue. When I asked for a Manager the guy hung up on me and said he will not transfer me to a supervisor.
I had to call back to get to a manager.
I was advised that they will not adjust the bill to the days I used and they do not do that.
When I went to cancel a couple months prior I was never told that they would bill me for the full month even though I only had if for 3 days during that billing period. If I had known this I would have changed my disconnect date.
Frontier Communications
Thank you for referring the complaint of *** W. *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
*** W. *** states he called to have his service cancelled approximately two months prior. He is being billed for a whole month’s service even though he only had it for three days during the month. *** W. *** states he called customer service and was told Frontier will not adjust the bill to the days he used because they do not do that. *** W. *** states when he calls Frontier customer service he receives no resolution. *** W. *** states he is requesting credit for only the days he used service because if the agent told him when he called he would be billed for a full month he would have changed his date of disconnection. The agent only told him of a $9.99 internet disconnection fee. Frontier has investigated the above statements and offers the following response:
Frontier spoke to *** W. *** on August 27, 2019 and informed him that Frontier no longer prorates the final bill. Frontier bills for the entire bill cycle on the final bill. This policy changed in April 2017 and was communicated on his billing statement that month.
Frontier issued a one- time credit of $25.00 due to him not being informed by the agent when he cancelled service. Even though this was printed on the bill back in 2017 the agent should have informed him on the phone when he cancelled.
Coaching has been provided.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** W. *** may have experienced as a result of the above matter.
Frontier Specialist: Kelly E Department: Executive Relations
: