Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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I reviewed my bill online for the billing date of July 25, 2019 and discovered an error. The bill indicates I have the FIOS Triple Play billed at $118.99. The second line of the bill indicates "$15.00 Discount Thru 07/09/20" but shows "$0.00" on the right hand side. I called to get the credit applied, but the reps said the $15 is reflected in the $118.99. I pointed out the the bill clearly indicates the price for the Triple Play is $118.99, not $133.99 as the reps repeatedly tried to convince me. The first rep put me on hold and I was eventually transferred to a tech support line without my knowledge or consent. That rep would not give me her name before getting rid of me. That call length was about 45 minutes before I hung up and called back and spoke with "Terrie". She repeated the line that the Triple Play price shown on the bill reflects a $15 discount. I repeated that the bill shows a price of $118.99 for the Triple Play and clearly, and in writing, shows I should get a $15 discount thru 7-9-2020. Terrie said she could not apply the credit that my bill shows I should get. She transferred me to a supervisor line, saying there were 6 calls in queue. No one came on line - my call length was 2 hours before I hung up. The hold music played and played, but no notice was given that I should call back or that the customer service department was closed.
Thank you for referring the complaint of Mr. our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the correct price for the package that Mr. subscribes to is $133.99. A $15.00 discount is applied to the bundle price bringing the monthling recurring bundle rate to $118.99 per month plus, equipment, taxes, and surcharges. The $15.00 discount is set to expire on July 09, 2020.
Be advised that the $15.00 discount is not in addition to the bundle rate of $118.99.
Frontier may offer promotions on pricing and services to eligible customers at various times. Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotions. If eligible, customers must agree to applicable terms and conditions for a promotion to apply. Generally, promotions are not automatically applied to customers’ bills.
Please note that Frontier has updated its bundle format on the monthly billing statements.
On August 14, 2019 I spoke with Mr. regarding his concerns. During this contact, I explained to Mr. that the billing is correct and that the $15.00 discount is not in addition to the bundle rate of $118.99. The customer is not satisfied.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
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.
The only billing information I have in writing is the online bill which shows plainly the "Triple Play" bundle is $118.99. The bill shows very clearly I should get a $15.00 discount through July 2020.
Frontier insists the bundle price is different than what is shown on my bill and that the $15 discount is not applicable to the amount shown as my bundle price.
Frontier is deceptive in their billing practices and has refused to correct my bill to reflect what is in writing.
Frontier should honor the written price of shown in its agreement/billing.
Regards
Thank you for referring the complaint of Mr. our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the correct price for the package that Mr. subscribes to is $133.99. A $15.00 discount is applied to the bundle price bringing the monthling recurring bundle rate to $118.99 per month plus, equipment, taxes, and surcharges. The $15.00 discount is set to expire on July 09, 2020.
Be advised that the $15.00 discount is not in addition to the bundle rate of $118.99.
Frontier may offer promotions on pricing and services to eligible customers at various times. Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotions. If eligible, customers must agree to applicable terms and conditions for a promotion to apply. Generally, promotions are not automatically applied to customers’ bills.
Please note that Frontier has updated its bundle format on the monthly billing statements.
Frontier maintains its initial response.
On August 14, 2019 I spoke with Mr. regarding his concerns. During this contact, I explained to Mr. that the billing is correct and that the $15.00 discount is not in addition to the bundle rate of $118.99. The customer is not satisfied.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
Frontier Communications provides phone, internet, and cable service to my home in Keller, Texas. On Saturday, June 29th, 2019, we lost all services. I received (and still have) a text message from Frontier on this date stating that they were aware of the outage. We continued to be without service on the following day and I contacted Frontier's customer service. They worked with me trying different things but did not restore service. They then informed me that a technician would have to come out but the earliest they could arrive was 7/12/19. I was not happy with this knowing we would be without service so long but scheduled the appointment.
They confirmed FOUR times through my cell phone that they would arrive between 11:00 am and 3:00 pm on 7/12/19. My wife stayed home to wait for them. Nobody came and nobody called us. My wife contacted customer service and was told first that we had canceled the appointment (LIE) and then that they had come out and nobody was home (LIE #2). This is completely unethical.
After first being told they would have to reschedule to come out, my wife was able (after much frustration) to talk to a manager who agreed to have someone out the following day (7/13/19). The technician arrived later than we were told but was able to restore our service.
Our bill was for the service period 6/22/19-7/21/19 was due 7/16/19. I contacted Frontier billing to let them know I would not be paying for service from 6/29/19-7/13/19 while we were without service. I had been told by their customer service that we would not be charged for the period when we did not have service. The billing representative was very helpful and instructed me to pay $124.44, which I did. This included a credit for the lost service of $159.51. This amount was slightly more than what I had calculated, but I paid what they told me.
On Monday 7/29/19, I received a 'Notice of Account Past Due" statement from Frontier for $159.51 with the threat of cancellation of services. I was outraged! I contacted their customer service and spoke with April, the absolute worst in an incredible line of inept customer service representatives. She informed me that the credit had been denied by their audit service and did not go through. I am not exactly sure how I was supposed to know this. The reason given was that they had applied the credit to both the equipment and the service, but should not have adjusted the equipment charge. I again do not understand why I am paying for equipment that is completely useless to me without service. She also said that the credit period would only begin on 6/30/19, the date I contacted them, instead of 6/29/19 when service had gone down and they sent me a message saying they were aware of the outage. She said my credit for this period would only be $93.18 and would take 30 days to process.
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 was out of service and would like the correct time out of service credit. Frontier has investigated the above statements and offers the following response:
Frontier has made several attempts to contact Mr. but we have been unsuccessful.
Frontier has reviewed Mr.’s concern and confirms issue has been addressed.
Frontier has provided direct contact information if Mr. has additional concerns
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. They did not issue the full credit that I requested but did increase the amount of the credit previously offered. They did return one of my calls and left a message. However, repeated attempts to reach them after this were unsuccessful as my messages were not returned. Thank you for your assistance! Frontier Communications is most worthy of your F rating.
Regards
Our Phone *** has been out since July 20th. I called to get it repaired and they sent tech out on July 25th who informed us he had a wrong ticket number to fix the phone so he left without fixing the *** phone. I called Frontier back and now they say we cannot get a tech out till Aug 7th. My husband has multiple lung diseases plus several strokes and depends on his phone for emergencies which I explained all this to our phone company. I hate to think something could happen to him and he is unable to call for help.
Frontier Communications
Thank you for referring the complaint of *** A. *** to our office for review. We appreciate her bringing this matter to our attention.
The Complaint states that:
Ms. states that she called Frontier on July 20, 2019 to report service issues with her second line and has been unsuccessful with getting her service repaired. Mr. requests that we repair her service and provide out of service credit. Frontier has investigated the above statements and offers the following response:
Frontier’s investigation found that Ms.’s service was repaired on August 7, 2019 when a Frontier technician repaired a cable pair.
A Frontier representative issued an out of service credit to Ms.’s account on August 13, 2019 in the amount of $69.46.
A Frontier representative spoke with Mr. on August 13, 2019 to advise.
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: Linda Department: Consumer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
On my home landline...I can call out but no one can call in. The phone rings once and then hangs up on the caller. It does not let my answering machine leave a message. The only way I can see if someone has called is to check the caller id log on my phone.I tried to report this today; apparently it has been going on for a couple weeks. If I happen to be next to the phone I can answer it and get the call ok; but I am rarely right next to the phone. I have a repair order 1116897 but was told it would be nine days before someone would come out. This is ridiculous. The only way I could get thru to the repair department was to select a new service option and have the rep there transfer me. Before he did we discussed your horrible service and he says he gets a lot of complaints.
In addition...I have call waiting on my phone and I dont want it. I tried to have this corrected and the phone rep said she could not take it off????!!!
I did not want to resort to filing this, again..... but.....your customer service is horrible and it seems to be the only way to get issues resolved. I had to go through the Revdex.com a few months ago to have an issue resolved and that is when your phone rep said she and her supervisor could not take the call waiting off my phone. I dont think I should have to wait nine days to get this resolved..two or three maybe.
Frontier Communications
Thank you for referring the complaint of *** F. *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that she reported her telephone not working to Frontier and the repair ticket dated out nine days before someone could come out. Ms. advises that she wants to remove off call waiting that she no longer wants that feature on her phone service.
Frontier has investigated the above statements and offers the following response:z
· Frontier advises that a repair ticket was placed on July 31, 2019 and closed out on August 8, 2019.
· Frontier advises that an order was placed to remove the call waiting feature on her telephone on September 5, 2019.
· Frontier advises that credit has been applied to Ms.’s account in the amount of $10.86 for her service outage and this will appear on her next bill when it prints on September 22, 2019.
· Frontier verified on September 11, 2019 that her telephone service was back working.
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.
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. However, a two month wait time to resolve this issue is totally unacceptable. Their customer service is horrible. I would switch service in a minute if I were not afraid of losing my phone number.
Regards
I had issues with internet during the month of February and March 2019. I had no internet. I decided to cancel all services and service was disconnected on March 22 2019. I was a paperless bill and the only info I would receive was a paper saying what I owed. They wouldn't mail a bill. I finally got them to e-mail a bill. I also asked for a credit for the time I was without internet. About a month after I paid what I thought was the final amount, I received something saying I still owed several hundred dollars. I called Frontier or chatted on numerous occasions trying to find out where all of the charges were coming from. I finally found that I was charged $200 for an early termination fee. I asked every single person I spoke to why I was under contract or how since I was a customer for 25 plus years. I had not bundled anything recently. I wanted to know what prompted me to be "under contract". I never was told why. I also never received a credit for the time I was without internet. Now, I have a letter from collections. I talked to 4 or 5 different people from Frontier today alone as well as the credit collection people. The credit collection company said I had to get Frontier to let them know I don't owe it. The people at Frontier said I had to take up all concerns with the credit collection company. I have been repeatedly trying to resolve this and nobody has yet to resolve it. I asked the last person I spoke to at Frontier " so what, I either have to pay this to make it go away even though I do not feel I owe it or get a lawyer to fight it for me?" She said yes. My husband wanted to come back to Frontier. I will under no circumstances EVER give my business to Frontier again. EVER. If this is how they want to treat a long time customer, I won't use or recommend them to anyone.
Frontier CommunicationsThank you for referring the
complaint of Sherry
*** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Ms. is disputing the final bill from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier advise that Ms. was in a 2-year term agreement as of February 26, 2018 which was not due to expire until February 25, 2020. The customer cancelled service on March 22, 2019. An early termination fee is billed when service is cancelled prior to the expiration of the contract term.Frontier advise that a courtesy credit has been issued for the early termination fee. This credit has zeroed out the customer’s account.She owes nothing to Frontier.Please allow 1-2 bill statements for this credit to reflect on the customer’s bill. Frontier representative has made several attempts to reach the customer however was unsuccessful. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms. has
experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager
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
Frontier misled on services that they provided. On day of activation, I discovered the discrepancy between the promised and capabilities and immediately called to cancel the service. The necessary services for Family was CBS, recording of many channels. For home office was band width and an app to access recordings from remote locations due to my wide and frequent business. They do not have CBS channel, and the app could only be used in the house on devices.
I called and cancelled service immediately. I was then told by the first person that the account was closed, they apologized for sales misleading me and that the bill was closed. I had recieved a confirmation code of account closure and shipping boxes and they ended the call with the ussual, is there any thing else I can do for you today.
Then I received a bill. I called back and went through history of issue, the person state that they see it was closed and bill cancelled, then said she didnt understand the current state and why I received a bill. She put me on hold then came back and said she was instructed to transfer the call. The next person said I had to talk to another department. That department was closed. three more calls I got ahold of that department and they said they were wrong department. several more transfers I received a person that would not give me any instruction on next step. only said a form had to be filled out, not where to get the form, how to fill it out, would not fill out with me. said the same words repeatedly, Clearly the intent was to just anger and get me to hang up. it worked.
then I get a notice that my bill was moved to collections, and same time I get a notice that the collections has put derogatory mark on my credit.
First time in my life this has happened. I am beside my self on what to do.
Frontier Communications has received notification of a complaint
from the above individual. According to the complaint:*** advises he cancelled service with Frontier one day after service was connected. He also advises he never used the service and is disputing the balance and credit reporting. Frontier has investigated the above statements and offers
the following response:Frontier records indicate, new service was requested for the aforementioned customer. Mr. contacted Frontier to cancel the service due to service issues. Frontier has a 30-day minimum billing period. Frontier cancelled the account and a final bill processed April 20, 2019 with a balance of $280.94.On August 5, 2019 Frontier applied full credit of $280.94 to clear the balance. In addition, a request was submitted to recall the account from outside collections and deletion of any negative credit reporting.Frontier spoke to Mr. on August 6, 2019 and advised him of the above information. We apologize for any inconvenience the customer
experienced as a result of the above matter and trust that this information
will assist you in closing this complaint. Sincerely,Sandra P.
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. I greatly appreciate the thoroughness and speed of their review .
Regards
On July 17 I received a text on my phone from these people. It said we will be at your residence to hook up service July 29 between 1 and 5. Gave me service account number of person to be hooked up. I called their hot springs nc business explained they texted incorrect residence. Man finally agreed but...I have gotten calls from them I HAVE a total of seventeen texts between them since me telling them you texted wrong person but... No they still continued . one time is a mistake not seventeen!!!. They just seem to think I really do not mean that I am tired of dealing with them about this. Yesterday three texts starting at eight I seven am. Now I was told when I gave the person service acct number that they were hooking up in Sylvia north Carolina. In phone call July 26 I was given PERSONS name. So by rights I should not have access to a name to a street address to a customers name.THIS IS HOW IDENTITES GET STOLE NN!
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Ms. states she is receiving contact from Frontier concerning an installation and she is not in Frontier territory for service.
Frontier has investigated the above statements and offers the following response:
Frontier advises the order in which Ms. had been receiving contact concerning the service order has been found.
Frontier advises the correct contact information for the service order that has completed does not have Ms.’s contact number.
Frontier advises our records indicate on August 6,2019 has contacted Ms. via email to advise the service order has been found.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** 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 13721267, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
They can say all they want but frontier communications DID TEXT ME YIME AND AGAIN LAST TIME WAS JULY 30 when they told me the tech was on his way. I was given a new name by their customer service relation Eduardo was his first name. I was given through them a name. An account service number. And the person lived in SYLVA N.C. PLUS I WAS ABLE TO APPLY AN ADDRESS OF THEIR CUSTOMER TO SAID INFO. I SAVED ALL THEIR TEXT AND SURE WILL NOT DELETE THEM BECAUSE THEIR REAL CUSTOMER MIGHT JUST NEED THE INFO.
BOTTOM LINE THEY GAVE OUT INFO AND IF I WAS THEIR CUSTOMER I WOULD BE FURIOUS.
SO THEY CAN PLAY THEIR AINT NO BIG DEAL BUT.... INFO IS A PERSONS THAT IS INTRUSTED TO THEM NOT TO BE GIVEN TO A TOTAL STRANGER BOTTOM LINE. I CAN SHOW THE TEXTS. BUT PERSONAL INFO IS IN THEM AND I DO NOT FEEL IT SHOULD BE MADE PUBLIC. SO I REJECT. THANKS ANYWAY AND I SURE HOPE THEY LEARN
I had internet service from Frontier for a few years now. On Saturday, 07/27, I experienced internet outage from around 10 am CST. On realizing this, I called Frontier customer service and they informed me there was an outage. Co-incidentally around the same time, I received a text message that service was affected with no estimated time on when service will be restored. As of Tuesday evening (07/30), service has not yet been restored. There were no updates from Frontier and whenever I checked, I was informed their crews were working hard to resolve the issue and they could not provide any estimate on when the issue would be resolved. I finally called Frontier on Tuesday evening and cancelled my service and switched to Spectrum as this was interrupting my daily life - professional and personal. I work from home and rely on internet for work and other things such as home phone service, TV service, netflix,etc. So the outage along with no updates and visibility on when the problem will be resolved caused me to take alternative service. Frontier was willing to give credit for the 4 days there was no service, but because I cancelled service in the middle of my billing period (07/23-08/15), they are not waiving the fees for the rest of the billing period. When I asked about waiving the fees for the rest of the billing period, as I was cancelling because of outage and poor service, they mentioned this was standard policy and there are no exceptions. At a minimum, I would expect them to understand the inconvenience they put me through and waive the remaining fees for the month. At this day and age, we rely on internet service and not having service affects us professionally and creates a huge inconvenience for everyone in the family. For e.g. my kids are not able to do summer homework as there is a high reliance on internet. Frontier should be taking all necessary precautions and stand by facilities to restore service in reasonable time. Having an outage for 4 days and no updates shows me how unprepared they are as a company to handle interruptions like this. So with no choice, I had to cancel service and look for an alternate solution.
Frontier
Communications has received notification of a complaint from the above
individual. According
to the complaint:Mr. advises he disconnected Frontier
service and disputes billing charges from July 23, 2019 bill statement. Frontier
has investigated the above statements and offers the following response:Records indicate the customer’s account was disconnected effective July 30, 2019. Prior to the account being disconnected the July 23, 2019 bill date generated with a balance of $79.13. Frontier applied credit for the July 13, 2019 bill, credit totaling $79.13. Frontier spoke to Mr. on August 6, 2019 and advised him of the above information. He was advised the closing bill will generate August 23, 2019 and he will be responsible for the Frontier Broadband Disconnect fee of $9.99. 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
We have been trying to get internet service for over a month now. Frontier has a monopoly
for service in this area. The installation technician advised at the end of June that there was a bad "pair" down the road and it would have to be repaired before service could be installed. I have spoken with "The Office of The President" group almost every single day in July. They are apparently only able to communicate with the engineering group and the dispatch group via email with no guarantee of a response. According to them, there is no way to escalate any problem. They call themselves the office of the President, but I suspect it's only the customer service group calling themselves that in order to make everyone think they are actually talking to a higher group. They have missed 6 installation appointments without so much as a basic courtesy phone call or email to advise they weren't coming again. I've been told over and over and over and over again the problem would be resolved. As of yesterday, July 30, the technican assigned to resolve the problem was on site, but decided it would take an entire day to resolve the issue, so he decided not to take the job. Now apparently it goes back to the area manager to decide when another technician can be assigned to take the job, and if the technician decides he wants to do the job, they will schedule another repair date. Every single day we don't have internet service my company is losing money. I have an online business and internet service is required for me to do my job. There are too many open tickets to count on this particular problem yet they have done absolutely nothing to fix the problem. I have filled complaints with the FTC and the FFC, but those processes take months to resolve. Frontier needs to be held accountable to their customers and do whatever it takes to resolve an issues promptly without giving them the run-around. That are failing miserably as a reputable service provider.
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 that he has been waiting for an installation of service since the end of June Frontier has investigated the above statements and offers the following response:
Frontier advises that as of August 22, 2019, Frontier has completed an installation of service for phone and internet.
Frontier spoke to Mr. to on August 23, 2019 to confirm service were working.
Frontier advised that as a customer courtesy to Mr., a $75.00 adjustment has been applied to the account.
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 errantly disconnected my internet service then reconnected my service and included services I didn’t request. Billed me for those services which I disputed. Refused to monitor recorded conversation with myself and their service department. Refused to remove the charges even when I sent them verification of the payment for internet service and proceeded to turn me in to a collection agency.
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 that Frontier errantly disconnected her internet services and reconnected them adding services that she did not request. Ms. states that Frontier refused to remove the charges when she provided verification of payments made for the internet. Ms. states the account has been turned over to an outside collection agency and she is requesting the billing be amended and rescind the debt that was reported to the outside collection agency. Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. upgraded her services, from an Internet only account at $40.99 per month to a phone and Internet bundle at $42.99 per month, on February 6, 2019 and the internet was removed in error. An order was placed on February 8, 2019 to add the internet back to the account which caused an equipment and handling fee of $9.99 to be billed; however, the $9.99 fee was adjusted and was reflected on the March 2019 statement.
Frontier advises that Ms. also bundled *** Network with her Frontier account on January 5, 2019 and her January statement reflected $153.15 in *** Network charges for services from January 4, 2019 to February 25, 2019. Ms. requested *** Network to be unbundled and an order was placed on February 6, 2019 to stop any further *** Network charges from billing on the Frontier account. Frontier advises that any *** Network charges already billed to Frontier are valid as Frontier pays *** Network upon receipt of the charges and collects them on the Frontier statement.
Frontier advises that Ms. provided Frontier with the *** Network statements that she has been separately billed for and explained to her that *** Network issued her credits for the service charges that were billed on her Frontier bill, which was reflected on her March 2019 statement from *** Network.
Frontier records show that the last payment made to Frontier was on February 19, 2019.
Frontier explained this to Ms. on June 4, 2019 in a detailed email, advising that the final balance was correct. Frontier advises that no further payments were made and the account was written off to an outside collection agency on July 22, 2019. Frontier advises that once Ms. pays the final balance, the collection agency will be updated that the debt has been satisfied.
Frontier advises that additional attempts were made to contact Ms. to discuss this issue further but was unsuccessful speaking to her.
Frontier has mailed Ms. a letter with direct contact information if she needs any further assistance.
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
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
Due to the continued inaccurate billing issues I had experienced with Frontier I requested my service to be discontinued in May 2019. By their own admission they were paid in February IF what they are indicating is the monthly amount owed then I would owe them roughly $126 ($42 per month) not $228. Again their billing is inaccurate. I DO NOT owe them any money as you can see by the above payments. I also have two more payments that were unable to be downloaded due to your system. I received not such letter. I received multiple emails from Carla G to resolve my complaint with the PUCO and no one could explain where my payments had gone.
I want the money paid to be applied and the bill removed from collections....it is inacurrate!
Regards
Thank you for referring the rebuttal complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Rebuttal Complaint states that:
Ms. states that Frontier errantly disconnected her internet services and reconnected them adding services that she did not request. Ms. states that Frontier refused to remove the charges when she provided verification of payments made for the internet. Ms. states the account has been turned over to an outside collection agency and she is requesting the billing be amended and rescind the debt that was reported to the outside collection agency. Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. upgraded her services, from an Internet only account at $40.99 per month to a phone and Internet bundle at $42.99 per month, on February 6, 2019 and the internet was removed in error. An order was placed on February 8, 2019 to add the internet back to the account which caused an equipment and handling fee of $9.99 to be billed; however, the $9.99 fee was adjusted and was reflected on the March 2019 statement.
Frontier advises that Ms. also bundled *** Network with her Frontier account on January 5, 2019 and her January statement reflected $153.15 in *** Network charges for services from January 4, 2019 to February 25, 2019. Ms. requested *** Network to be unbundled and an order was placed on February 6, 2019 to stop any further *** Network charges from billing on the Frontier account. Frontier advises that any *** Network charges already billed to Frontier are valid as Frontier pays *** Network upon receipt of the charges and collects them on the Frontier statement.
Frontier advises that Ms. provided Frontier with the *** Network statements that she has been separately billed for and explained to her that *** Network issued her credits for the service charges that were billed on her Frontier bill, which was reflected on her March 2019 statement from *** Network.
Frontier records show that the last payment made to Frontier was on February 19, 2019.
Frontier explained this to Ms. on June 4, 2019 in a detailed email, advising that the final balance was correct. Frontier advises that no further payments were made and the account was written off to an outside collection agency on July 22, 2019. Frontier advises that once Ms. pays the final balance, the collection agency will be updated that the debt has been satisfied.
Frontier stands by the original findings.
Frontier advises that additional attempts were made to contact Ms. to discuss this issue further but was unsuccessful speaking to her.
Frontier has mailed Ms. another letter with direct contact information if she needs any further assistance.
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.
Internet in my entire town has been out for almost 3 weeks. Many people have tried getting answers and nobody can give answers or compensation.
Thank you for referring the complaint of *** L. *** to our office for review. We appreciate you bringing this matter to our attention.
The Complaint states that:
Ms. advises the internet for the entire town has been out for 3 weeks and she would like the service repaired.
Frontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.
Records reflect this is a nonregulated service issue that has been restored. There is no credit warranted for this service issue.
Ms. has been provided our contact information should she need additional assistance.
We trust that this information will assist you in closing this complaint.
Department: Executive Customer Relations
I just paid a bill for $175 on 7/17/2019,get 2 bills in the mail 1 was the actual bill,the other was a deliquent bill.so I calls frontier and ask them why is my bill $217.32 and they said I been having late fees from January of 2019,I said how can I have a bill for January and February when I move in my apartment on 2/27/2019.she looks up something and tell me they can dispute January bill,so I said what about february.they states that all they can do is dispute January.I asked to speak to a supervisor,never spoke to supervisor and they states that the supervisor said that's all they can do.they can even find the actual hook up date.so if I moved in on 2/27/2019 why am I paying for 2 months of service when it was actually set up in march.they can't answer that question.
Revdex.com Complaint No.: ***Customer Name: ***Thank 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 she has billing disputes. Frontier has investigated the above statements and offers the following
response:Frontier reviewed the account with Ms. the bill and the payment history. Records indicate, no payment was received for March 2019 and the account has carried an overdue balance each month. Due to the ongoing disputes, Frontier advises a one-time manual credit was issued to the account totaling $93.00 plus tax for late fees and prorated charges. 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 Executive Relations
Had an account for 36 years with Frontier Communications for a land line. In December of 2018 we went with another company who purchased our land line # from Frontier. In January 2019 we received our final bill from Frontier and paid it. In February, Frontier sent us a new bill with a new account # that is not our phone # (Their account #'s include your phone #), I did not open a new land line account with Frontier with the phone # attached to the new account. I would like Frontier to prove that I opened a new account. I never authorized a new account with Frontier right after I changed to a new provider.I was billed by Frontier for two months and talked to costumer service at least 8 times for 30 minutes each time
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:
Mr. states that after he ported his number to another carrier, Frontier continued to bill him for services. Frontier has investigated the above statements and offers the following response:
Frontier investigated Mr.’s account and determined that Frontier successfully ported Mr.’s main billing phone number of on January 3, 2019.
Frontier records indicate that Mr. had two phone lines with Frontier and only ported the main line to another company.
A Frontier representative issued an order to disconnect Mr.’s second phone line on March 31, 2019.
A Frontier representative issued a credit to Mr.’s account in the amount of $220.38 on August 15, 2019.
A Frontier representative spoke with Mr. on August 20, 2019 to advise and he was satisfied with the resolution.
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
I called in on 16Jul19 and asked about canceling my service. I was told I would need to cancel on or before the 19th so that I would not be billed again. I received a bill for 224.71 and the guy I called and spoke with said they do not prorated, we needed to cancel before the 19th. I explained my situation and that I had called a few days prior and he said there was nothing he could do. I asked to speak with a supervisor and he refused to give them the phone.
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: Mrs. is disputing final bill for services by Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises that Mrs. was billed in error for an additional month of services.Frontier advises that a credit has been issued for the additional month of service in the amount of $224.71.Please allow 1-2 bill cycle for the credit to reflect on the customer bill statementFrontier representative has advised the above information. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mrs. has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager
I had an account with frontier and I called them to cancel in January 2019 and we didn’t use it at all but they keep charging every month even though we don’t get service. In June they called me to turn it back on but I told them we don’t need it but they still kept sending me bills and charging me. I have complained and told them I would complain on here but they still charged me.
Frontier
CommunicationsComplaint Number: 13723315 Company
Code: N/ACustomer Name: *** Phone: 419-824-9871Thank 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. Hatim
*** is disputing his bill with Frontier.Frontier has investigated the above statements and offers the
following response:Upon further review we determined on June 12, 2019 Mr.’s Frontier service was temporarily suspended with order #***, due to nonpayment.Frontier advises due to continued non-payment his service was completed disconnected with order # *** on July 11, 2019, effective date of June 12, 2019.We further advise a Final bill amount of $126.76 is owed to Frontier.On August 17, 2019 Frontier notified Mr. and advised on the above information.We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Mr. *** has
experienced because of the above matter.Frontier
Specialist: Bridget G. Department:
Executive Relations
If I could give negative stars I would. Horrid service - both in actual service and customer service. I have had their service for a year, I have had to have the tech out 8 times (the techs in Mound are awesome - their company isn't). I have spent HOURS on the phone with their tech support for no service - take a day off work for the tech to come only to have the local tech to fix without needing to come to my house.
This company has no idea what they are doing and should be out of business. Locking me into only once choice is no choice at all.
Believe the "F" rating that Revdex.com gives them.
The Complaint states that:
Mr. advises that he has intermittent connectivity and speed issues with his Frontier internet connection.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advise that Mr. reported internet trouble on June 20, 2019, and a technician resolved the issue on June 21, 2019.
Frontier advises that we spoke to Mr. on August 5, 2019 and verified that his issue was resolved to his satisfaction, and he advised at that time that he does not need another technician to come out.
Revdex.com:
There was no resolution to the issue. They stated they are trying hard. I guess what more can be done?
Regards
My problem is billing.....In 2015 my bill averaged apprx. $170, in 2018 it was $200, 2019 it was in the $220s.....In June 2019 my bill was $225.80..July $244.98 and for August it is $264.55. There was no change in the service
The Complaint states that:
Mr. advises that his Frontier bill has increased over time and he would like to know if we can reduce it to a rate that will not change.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that after review of Mr.’s account, on August 4, 2019 we added a discount to Mr.’s service, reducing his monthly charges by $20 per month. This rate is valid for 12 months.
Frontier advises that we spoke to Mr. on August 6, 2019 to advise of the above.
Tell us why here...
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
For the last two months my telephone and internet service has been out, my internet is working right now but not my phone. I have called and complained to no avail. I had a repairman out and he told me an optic fiber line is down and has been down for a long time. Frontier doesn’t seem to want the added expense in fixing this. I’ve paid my bills on time. They take my money but won’t fix my service. Can you please help. The internet may go down anytime so I have to be quick.
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises she has been out of service and would like to have bill credited. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Ms. on August 7, 2019.
Frontier confirmed the landline and internet are currently working.
Frontier reviewed repair tickets and applied the appropriate adjustment.
Frontier has applied appropriate credit and will post immediately to the customer account.
Frontier provided direct contact information if she has additional concerns.
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 was scheduled to have a tech install new internet service in my new home after being a customer with Frontier for 2 years. I took off a 24 hour shift in order to be at my residence during the appointment time 12-4. After 4pm I called and complained to frontier regarding the situation. I was transferred 4 different times before anyone had answers. Finally, a representative stated the tech would be at my home later this evening but still did not give a time. I am highly dissatisfied, especially after a significant financial loss in order to be at my residence, and for them not to show up during the time given.
This is in response to Revdex.com Upstate New York complaint #*** for Mr. ***
The Complaint states that:
Mr. states he contacted Frontier to install Internet on 07/30/19 at his new home, stayed home and this appointment was missed.
Mr. states he is requesting Frontier to remove the install fees from the bill.
Frontier has investigated the above statements and offers the following response:
Frontier records show Mr. order was failed to complete on 07/30/19. Mr. then requested the pending order to be cancelled on 07/31/19 therefore there were no charges.
Frontier records show Mr. also requested the prior address internet to be disconnected this was completed on 08/01/19 and effective dated back to 07/26/19. Since the internet bills through the end of the bill cycle Mr. bill that generated on 07/27/19 reflected an additional month of billing. In this instance Frontier has credited back all but 5 days which will reflect on the next statement that prints on 08/27/19.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. 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
I do not have service with this company, yet they continue to send me text message alerts about an address that is not mine and refused to cease these communications. Please stop sending me alerts.
This is in response to Revdex.com ***
The Complaint states that:
Mr. states he has no service from Frontier, yet receives text message alerts about an address that is not his. Further stating Frontier refused to stop sending alerts.
Frontier has investigated the above statements and offers the following response:
Frontier has made multiple attempts to reach the account holder and at this time has not heard back. Frontier is unable to remove a contact number without permission from the account holder.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. 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 was again sent a message via text about a Frontier outage at ***. I do not want to receive these messages and they will not cease. I have no account with this company.
Regards
This is in response to Revdex.com *** Rebuttal
The Additional Concerns states that:
Mr. states he has received another text message from Frontier regarding an outage on Harris Rd and does not live there and does not have Frontier service.
Frontier has investigated the above statements and offers the following response:
Frontier has been in contact with the Frontier account holder and updated the contact number on the account in question, this was updated on 08/12/19. Therefore Mr. should no longer receive text messages from Frontier.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. experienced as a result of the above matter.