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 canceled my service because we where moving to a new address and they are continuing to charge my automatic payment for two additional months so far and counting. I have called several times and canceled they tell me its done and then another charge. When I just called they claim they have no record of me canceling. I haven't even lived at the address for two months that they are changing me for and I have a different internet provider I have been using.
Revdex.com Reference #: ***
I canceled my service because we were moving to a new address and they are continuing to charge my automatic payment for two additional months so far and counting. I have called several times and canceled they tell me it’s done and then another charge. When I just called they claim they have no record of me canceling. I haven’t even lived at the address for two months that they are changing me for and I have a different internet provider I have been using.
Current Balance: -$50(credit)
Mr.’ service was activated on May 27, 2014 and deactivated on June 15, 2019.
He billed $50/FIOS 30/30 Internet plus taxes and surcharges monthly.
The June 4, 2019 statement billed charges from June 4, 2019 – July 3, 2019.
The July 4, 2019 statement billed charges from July 4, 2019 – August 3, 2019.
Per CRM on 7/30/2019:
DSA448per mark's request disconnecting services transfer order was supposed to be deactivated and this account disconnected back dating order for 6/15due to error DSA448//DLNDOSC
As a courtesy, a Frontier agent adjusted the account for one full month/$53.99 due to an error on the original disconnect order preventing service from disconnecting on original disconnect date. The adjustment request has been approved and will be posted immediately to the customer account.
Mr. will see a credit balance on the next billing statement. He will receive a refund in the mail within 30-45 business days.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Commission in closing this complaint.
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 have called 8 times for over 8 hours to start a new account when I signed up for a locked in price for 2 years. Frontier communications has the wrong price that was quoted me back in May...a previous phone line was terminated back in May... I just received another bill. The “package” price has never been right. Each person and department says that things are are all set...even after the eighth time calling, but is not. Each time I call I have to describe all of the issues from square one wasting my time
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. is disputing his billing for service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises we have corrected Mr.’s account, and have agreed on terms until July 2020. The appropriate credits have been issued.
Frontier spoke with Mr. on August 15, 2019, and 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.
Where do I begin?! We have had service with Frontier, for over a year. In this time we have NEVER had a full day of internet, without interruptions!
t and I need to reschedule!
t, when their customer service is incompetent and in need of replacement!
Our service is interrupted over 600 times a month, according to a customer service rep.
We called about this issue, immediately, last year. So they sent us a new box. The problem persisted, so every time we called, they sent a new modem... FIVE MODEMS LATER (On our sixth now) we are still having horrible issues.
They have scheduled 4 appointments with a tech agent to come out and assist the situation. 3 times the agent never showed. We have waited, in vain, the fourth an final time, with no tech agent in sight!
I have taken off work, loosing money and time waiting for a ghost!
When I called to report a no show, the operator chewed me out, acting like I’m the i
We have NEVER been late on a payment, even when our service didn’t work for weeks!
The last representative told us we should be grateful for such cheap internet, and it’s not their problem our area is only wired for DSL.
Frontier has treat us like i
I have never had so much issues with a company, who take our money, and treat us like charity!!
Frontier has made us feel irrelevant far too long.
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 experiencing intermittent speed and connectivity issues with his Internet service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier has been unsuccessful reaching Mr. *** to discuss his concerns.
Frontier reviewed repair tickets and applied the appropriate adjustment.
Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other things. Frontier provided direct contact information if he 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.
I cancelled Frontier today, 5 days into a new month. I was told that they do not prorate the usage, and I should pay the whole amount. Note: Their cycle is in the future ( New bill cycle 7-25-2019 until 8-24-19), and they wont to prorate. I asked the person who told me this nonsense would he pay for something he never used, didn't have answer for this. Also, he told me if I don't pay it, they will send me to collection Bureau . For what? the services I didn't use? I will dispute any charges for something in the future!! This is ridiculous.
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises she was billed for service after we disconnected. Frontier has investigated the above statements and offers the following response:
Frontier advise Ms. that as a courtesy we will prorate the charges.
Frontier advise Ms. that a scheduled follow up is need to ensure all appropriate adjustment are issued.
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.
Customer service is terrible. The staff is incompetent, unable to add service properly. I was promised service to be up today by Lisa m. She assured that service would be on today July 30th. Instead, service is not on. I had to call and, they indicated that Lisa M made an error and opened up a ticket on the wrong phone number. My business is now delayed by 2 days. They can’t send out a trouble ticket correctly. They said that they would need to send out a technician, the earliest this can be done is tomorrow. Meanwhile, my business that is reliant on phone and internet is operating in the dark.
Thank you for referring the complaint of *** to our office for review. We appreciate customer bringing this matter to our attention.The Complaint states that: The phone & internet is out of service & Mr. is unhappy with the commitment date for the repair. He advised he has multiple lines & data on the account & believes the monthly rate of $400 should be waived for at least one month for the loss of business that he experienced. He believes the customer service rep should be investigated for her incompetence with customers.The customer service is terrible, the staff is incompetent, unable to add service properly. I was promised service would be up today by an agent & it wasn’t on. I had to call back in to be informed that the agent had made an error. The repair ticket was placed on the wrong number which meant the Technician couldn’t come out until the next day & my business relies on phone & internet.Frontier has investigated the above statements and offers the following response:The customer was back in service as of July 31st, 2019. There have been multiple credit adjustments applied to the account in the months of July and August. The adjustments included credit for the time the service was down & the appointment that Frontier missed. The Frontier policy is to apply adjustments based upon the time the customer was without service plus adjust any charges/fee’s that were billed in error. The credit adjustments total $461.60.We regret any inconvenience that customer may have experienced as a result of the above matterWe trust that this information will assist you in closing this complaint. Frontier Specialist: Sandra T. Department: Business Escalations
Frontier Installed Internet into my residence as I work out of my home and it required that I have internet access. Frontier had to run a new line to connect my house and didn't bury the cable in the ground and left portions exposed that were near tree roots above the ground. This was cut multiple times when landscapers edge on our property. After calling 3-4 times I was told someone would be out and they never showed. I called and was told they were busy and that it would take 7-10 days for someone to come and repair the line. I called and changed carriers. They they charged for for the installation and the service when they are the ones who didn't properly bury the cable line. Had they done their job properly I would probably still be with them.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
· Mr. stated that Frontier installed internet service for him and did not bury the cable properly and left portions exposed that were near above ground tree roots. He stated the line was cut multiple times when landscapers edged his property. He said he called several times and Frontier did not show up. He said he called and was advised it would take seven to ten days to get someone out and he changed providers.
Frontier has investigated the above statements and offers the following response
· Frontier reviewed the account and reviewed the documented repair history. Frontier also spoke with Mr. Mitchell. He advised that his service did not start when it was installed on October 5, 2018. He stated it actually started working several days later. A review of the installation ticket showed that he appears to have refused the placement of a temporary, unburied line that would have connected him to active service until a permanent buried line could be put in.. Frontier records show that a permanent buried line connected him to active service on October 12, 2019. Frontier credited him $47.27 for that time period.
· Frontier had one trouble contact in November 2018 and that was a payment/billing issue.
· Frontier advises that Mr. called on December 10, 2019 to issue the order to disconnect his service. Order did not complete until the end of the billing period on January 4, 2019. At the time Mr. called, notes indicate that he advised he had been out of service for five days before calling to disconnect. Frontier credited Mr. from December 5, 2018 through the end of the billing period on January 4, 2019 as a courtesy.
· Frontier posted a total credit of $245.26 to this account. The remaining balance is $143.95.
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.
After 10 years of service (over 15k spent), I cancelled my frontier account. I sent back in all hardware. They sent me a bill for unreturned hardware. They hardware was actually already returned and in their system, but they failed to mark it as returned. They refunded the hardware bill, but not the additional fees that came with it. After being reassured on 3 additional calls that they would remove those charges, they still have not, and instead have sent it to collections (***).
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 is disputing the charges on the bill. Frontier has investigated the above statements and offers the following response:
Frontier advises Mr. that Frontier has made the appropriate adjustments.
Frontier has notified the outside collection agencies of credit issued.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
I have been having spotty WiFi service for over 2 weeks. I have made 5 calls, finally got an appointment for a tech to come to the house. The appointment was yesterday 1-5 pm....I spent the day here and at 5:06 pm I received a text, on my IPad they have to cancel and the next available appointment is not until Thurs. My neighbor was having trouble yesterday and she has an appointment for tomorrow. We are paying very high prices and not getting the service we pay for. And this is in Ct.
Thank you for referring the complaint of *** to our office for review. We appreciate Revdex.com bringing this matter to our attention.
The Complaint states that:
Ms.s advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier advises internet issue repaired as of August 1, 2019.
Frontier issued a one time courtesy credit and credit for time with service issues.
Frontier spoke with Mr. on August 5, 2019 and confirmed the above.
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.
I called prior to June 16 to get my phone transferred 3 miles out the road. I had to move to move elderly Mother in with me. They give me dates they will come and never show up have sent me emails and everything saying the fixed my service. I told them about my mother being sick. July 21 I needed to call 911 for my Mom. I had to go out the road and call. She broke leg in 4 places had to have emergency surgery. then she went to rehab they had to take her back to hospital could not contact me to next day at 8am when I went to church! Today is July 25 still without phone.
Complaint: I called prior to June 16 to get my phone transferred 3 miles out the road. I had to move to move elderly Mother in with me. They give me dates they will come and never show up have sent me emails and everything saying the fixed my service. I told them about my mother being sick. July 21, I needed to call 911 for my Mom. I had to go out the road and call. She broke leg in 4 places had to have emergency surgery. then she went to rehab they had to take her back to hospital could not contact me to next day at 8am when I went to church! Today is July 25 still without phone.
Ms.’s service was established on February 13, 2015.
Ms. currently bills $75/Voice and Ultra Internet, $10/Router plus taxes and surcharges monthly.
Frontier has reviewed the account and found the request to move service was made on 6/25/19.
There were some errors on the order initially with codes that prevented it from being released for dispatch. Errors were corrected, and the order released to dispatch.
A technician had the order on 7/12/19. The order required inside access to install the internet. Notes indicate he knocked on the door 3 times and no one answered. There was no contact number on the order other than . A technician had the order again on 7/17/19 and called the only contact number on the order and left a message for the customer to call and advise when they would be home to give access.
A technician was out on 7/23/19 and connected service on the outside based on the facilities that were assigned to the order. The technician completed the order, but dispatch pulled it back due to previous note of no access.
The next available due date the system would was 7/30/19.
The due date was changed to 8/2/19. A technician went back out on 8/2/19 and placed the jumpers in the cross box and set up the modem using his Frontier laptop.
Total credits applied for phone and internet is $66.32.
***6 is currently active at ***
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the better Business Complaint in closing this complaint.
I called 3 weeks ago and was approved for an account with a deposit. I was advised I would have my internet wifi router on last Tuesday the 23rd noting came on the next day the 24th I called and was advised my payment was missed placed and then they located it and placed my order. I call today to see where is my router I was advised I will not get it until 8/4/2019 and I also have a bill due 8/4/2019. I requested a supervisor rep transferred me into the que an a new agent answered I had to re verify and then the supervisor cont. to have the rep ask me questions and he didn't want to take the call over. I am currently still on the line waiting for this supervisor or a supervisor to come on the line and now that he has come on the line he advised that tech support should be able to help with all of these issues. my account number is
This is in response to Revdex.com ***
The Complaint states that:
Ms. states she ordered Internet service from Frontier, paid a deposit and was advised she would receive her wifi router on Tuesday 07/23/19. When the router was not received Ms. called Frontier on 07/24/19 and was informed the deposit was misplaced and has now been located and the router will be delivered on 08/04/19.
Ms. received a bill with a due date of 08/04/19.
Frontier has investigated the above statements and offers the following response:
Frontier records show Ms. did pay a deposit for her new internet service. The delivery of the router was delayed due to the order placed on hold. The internet shows installed on 07/29/19 and the router was delivered and left at the front door on 08/01/19 per UPS tracking.
Frontier provided credit for the days billed that Ms. was unable to use the service, this credit will reflect on the next bill statement.
Frontier contacted Ms. and advised the information above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. experienced as a result of the above matter.
I disconnected ALL Frontier services (TV, Internet, and Phone) on March 3, 2019. Frontier continued to bill for services through March 27, 2019 in violation of our service contract. I filed a dispute with Frontier in an attempt to resolve the issue, which they said would take 60 days to evaluate. During the 60 day period, Frontier turned our account over to a collections agency. I then filed a dispute with the collection agency as well. Frontier continues to maintain the validity of charging for services AFTER the services were disconnected. I have copies of my March and April bills as proof, which clearly show a lack of pro-rating the TV and identity services for the March billing cycle (Feb 28 - March 27) and NEW internet charges for March 3 - March 27 in the April bill.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
• Ms. advises she was billed after disconnecting service.
Frontier has investigated the above statements and offers the following response:
• Records show service order *** completed March 7, 2019 disconnecting service.
• Research shows Ms.’s bill cycled on March 28, 2019 billing for a full month of service.
• On August 29, 2019 a credit of $271.25 was applied bringing the balance to zero.
We are confident that our response has been sufficient to address these issues. If Ms. has any additional questions, please contact Laurene R, xt ***. We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
I signed up for Frontier FiOS Internet service and installation was completed on July 19, 2019. Before signing up, I called several sales representatives to make sure that the installation fee would be waived as part of the new customer promotion. I was assured several times that this would be taken care of (a total of $75, split over three months in equal payments of $25), and was even told that all I had to do was call in once the service was installed to have the fee waived. I called Frontier's customer service this morning and was told that the fee could not be waived, and I expressed that I felt misled and lied to just to get me to sign up.
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:
Mr. states he called Frontier multiple times and was advised credit would be issued for the installation fee.
Frontier has investigated the above statements and offers the following response:
A one-time credit has been issued totaling $75.00; please allow 1-2 billing cycles for the credit to reflect on the billing statement.
Frontier has not been successful in our attempts to reach Mr.; our contact information has been provided - should additional assistance be needed please contact the undersigned.
We trust that this information will assist you in closing this complaint.
Department: Executive Customer Relations
I have called in three times about a service ticket only to get told I have a month and a half to wait for them to even come out and look at my line to find the problem. I then let them know that I have a teenage daughter that watches over our little boy age 6 while my Husband and I are at work and if there is an emergency there is no way for them to call 911 considering that we have no phone, internet, or cell service in our home until they get this resolved. I also let them know that I also have a Husband that works out of town and that our alarm also works off our phone lines encase of break ins and such with them still telling me that there staff is to busy to get to me.
Frontier
Communications has received notification of a complaint from the above
individual.
According to the complaint:
Ms. advises that she has a month
and a half wait to have services repaired.
Frontier has investigated the above statements and offers
the following response:
Repair history shows trouble ticket 82360246
reported July 28, 2019 as no dsl. The
ticket is scheduled for August 19, 2019.
Frontier advises we are working as quickly as
possible to provide and restore service to our customers.
A Frontier representative spoke with Ms.
*** and advised at this time an earlier due date was not possible, she
stated she contacted the FCC and discontinued the call.
A Frontier representative will manually
follow up to ensure the service is restored and appropriate time out of service
credit (based on dates of trouble ticket) is applied.
We are
confident that our response has been sufficient to address these issues. If Mrs. has any additional questions,
please contact Amy B, xt ***. We trust that this information will assist you
in closing this complaint. If you have
any questions regarding this complaint or Frontier’s response, please contact
me.
Thought I would give frontier a try because my kids need Internet for school everything is done on the Internet. I want a full refund and I want to be able to send my box back I got my box on July 27 excuse me July 29 and you go to do something and it just disconnects not very good service if he asked me
Revdex.com Reference #: ***
Thought I would give frontier a try because my kids need Internet for school everything is done on the Internet. I want a full refund and I want to be able to send my box back I got my box on July 27 excuse me July 29 and you go to do something, and it just disconnects not very good service if he asked me.
Ms. service was activated on July 24, 2019.
Customer bills $27.99/Simply Broadband, $10/Router plus taxes monthly.
There’s a disconnect order dated for August 16, 2019 to disconnect all Frontier services. Ms. will be mailed a return label to send the wireless router back at no cost to her within 5-7 business days of the disconnect date.
Ms. was billed $27.99/Frontier Internet, $9.99/Equipment Delivery Fee, $10/Router Fee on the first billing statement.
As a courtesy, a Frontier agent adjusted the account in the amount of $49.41 which is the total amount of the first statement. The adjustment request has been approved and will be posted immediately to the customer account
Worst customer service ever. Spend hours on the phone when THEIR equipment fails and takes 6 days to get a technician out and then does not show up in a 4 hour window. They do not communicate. It was horrible before when it was Verizon and hot even worse when Frontier bought them and rates have almost doubled. Ridiculously poor customer service.
Dear Revdex.com,
Why do you not give us the ability to do ZERO stars? I can certainly understand Frontier's "F" rating with the Revdex.com.
They have given me so many reasons to complain. Not calling back when promised (twice). No notification when they cancelled the installation appointment (cost me 8 hours at work). Promises, promises (25Mbps speed promised, only can deliver 6, if they EVER get here to install). Inconsistent answers to questions (Fourth guy I talked to said you don't have to pay for the router rental if you have your own, Seventh person I talked to says now you definitely have to pay for a router rental)
The bad thing is, where I need service, they are the only provider. No competition means that they can screw you over as much as they want, and you can't do a darn thing about it.
My recommendation for those who need communications where Frontier is the only game in town is to move.
Product (internet), Delivery, Service, Repair and Advertising issues. Internet Service stability and speed is a HUGE problem in our area. I am told my internet speed "Provision" is 2624, but only get 50% of the speed (if I am lucky) due to area we live in. In Aug 2018, Support did bump my "Link Speed" so that 50% would be the 2640. In May or June 2019 my "Link Speed": was decreased to 2640 which only gives me 50% of that speed (if I am lucky). Support Tech issued a ticket for a "ground tech) to come to the house on Tuesday (7/22/19) ground support tech called on Tuesday to say, everything looked fine (from wherever he was calling from) and there was nothing they could do due to there not being enough "ports". He knew my "Link Speed" had been bumped up last August after my "many complaints", there was an audit done and my internet speed "provision" was decreased. I know I will never get 3M unless they (Frontier) upgrades those "ports" but I need to get at lease 2624 they advertised. I work from home (remote employee) and I cannot complete my assignments with this internet speed. Ground support tech told me they (Frontier) should have never come up here to "its too far": He might be right, but they (Frontier) did come up here, advertised a service (internet) and have an obligation to its paying customers to deliver such service (internet).
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 she is provisioned for 2624 internet speed, but only receives 50% of that speed.
Ms. states that her internet speed was decreased to 2640 giving her only 50% of the speed she should receive. Ms. would like to receive better service speeds. Frontier has investigated the above statements and offers the following response:
Ms. is provisioned for the fastest up to speed available at 2.624M/640k.
Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other variables.
Frontier has been in contact with Ms. regarding her inquiry.
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.
Regards,
***
This is hardly 2.624m/640k we are using frontier equipment. Did not have enough speed do download the entire report so I took a pic with my phone. I am not getting my provisión frontier has stated. If my provision is 2.624m/640k that is an asking for. Again, we are using frontier provided equipment and as for the wiring, frontier provided the entire wiring and installation.
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:
She is not getting the provisioned 2.624 speed for her internet service.
Frontier has investigated the above statements and offers the following response:
Frontier advises that speeds are not guaranteed.
Frontier advises that speeds may be less than the maximum provisioned speed as other facts can contribute download and upload speeds: Composition of the information or files being accessed, usage, and traffic on the internet, the server and networks used.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that
My husband and I just closed on our first home. We scheduled service 2 weeks prior to move to set up transfer of services. We also called the week of move to add service and confirm existing service.
7/25 text received confirming tech at residence but come to find out on 7/26 after 2 hrs of being transferred back and forth tech went to wrong residence and never reached out to confirm the house address . However , in there text a note advised that if any assistance needed they would reach out... this never happened. After my 2 hr call they advised that we would be placed on next day priority for scheduled setup between 8/9am. I called out of work and my spouse did too... noon time we called to check on status and we were advised that no work order ever set up for today—- no empathy was provided for frontiers regarding their error and inconvenience to our work and school priorities. Now we have been told to wait another day for service to be setup.
We pay frontier monthly $200 on time and frontier cannot give us the courtesy of showing up when they say they do. They have not valued our relationship throughout the entire process. They declined to even see if we can be placed on a tech route in the event of cancellation. We have been treated as if we were in the wrong for their error .... when in face we were proactive . They tainted our whole moving experience... instead of being happy regarding the closing of our new home they have only added stress and caused us to miss out of money bc as a work from home employee I cannot attend to my obligations.
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 is having issues with her move of service with Frontier. Ms. is disputing her bill for services from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that due to a system issues Ms.’s move of service was delayed. Frontier has confirmed that Ms.’s service was moved to her new address as of August 5, 2019.
Frontier adjusted Ms.’s account for the time out of service.
Frontier spoke with Ms. on August 26, 2019 and advised her of the above information. Frontier has provided direct contact information should she require further assistance.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
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 wish I did not have to resort to Revdex.com to get this resolved but glad that new set of frontier employees where empathetic and helpful.
Regards
I had been a reliable on time paying customer with Frontier for many years. My service included only internet access, about 50-60 dollars per month. About Nov 1, 2018, I ordered some TV services to be added to the account. They never installed it on the day they had made an appointment to do so, Nov 5. Never even called. Their service was so bad that I called them on Nov 6 and cancelled the order. Nevertheless, they began to billing me for about $185 per month. I began calling them on Jan 5 2019 to get this fixed. I called them on numerous occasions over months to get them to fix this. No luck, they were so confused. Finally I called on Feb 15 2019, I called and got them to disconnect my entire service - I unpugged Frontier modem and moved to Comcast. Yet the bills kept coming, with TV included. Threats to disconnect my non-existent service too. After some calls they gave me a little credit for the mischarged TV services, but said they could credit me for some 300 dollars because it was beyond the 3 month limit for credits! But that's just because they were constantly not responding to my calls to redress the issue. I probably have spent 20 hours on the phone going back and forth, covering the same ground over and over again. I contend I owe them $58.99. They sent me a threatening letter today about collections, with a bill for $507.92, which is over $75 more than the last bill I got a month or so ago from them.
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. was billed for Frontier television services that were never installed. Mr. requested a disconnection of service on February 15, 2019. Mr. would like to be credited for erroneous charges. Frontier has investigated the above statements and offers the following response:
Mr. placed an order to add television to his bundle, however, due to a system error, the order completed for billing without going to Frontier’s dispatch office.
Mr. was billed for the television service in error.
Mr. called to disconnect Frontier Service on February 15, 2019.
Mr. should have only been billed $58.99 for internet only from November 2018 through February 2019.
Frontier has issued credit to Mr.’s account.
A Frontier representative has reached out to Mr. and has provided a direct line of contact to resolve.
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.
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
I called Frontier at the end of April and cancelled my internet service. I was gettiing a divorce and I was trying to cancel the service at *** and my ex husband was going to put the internet servvice in his name. the customer service rep has myself and my ex on a 3 way call, and assured us both that they cancelled my account and opened the one in his name. it is now July 29 2019 and I am still trying ot get this account out of my name. my ex has the account opened in his name and his paying his bills, but Frontier keeps billing me at my new address for the service address at *** Every time I call the assure me that my account has been cancelled.I just spent over 2 hours on the phone with them. I was told that I was being transferred to a manager. I called frontier from a different phone and it told me that the office was closed. so I hung up. Frontier is billing two different people for the same service address. this has to be illegal. I would like to have this matter resolved by Frontier immediatley. they need to email me a confirmation letter that says all charges are removed and that my accoutn has been cancelled.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that she contacted Frontier in April 2019 to cancel her internet account and have the service at that address put into her former husband’s name. Ms. advises that all outstanding charges on her account need to be cleared. Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. should not have incurred any charges after the end of the April 2019 billing cycle, since her account should have been closed at that time.
Frontier advises that Ms.’s account has been credited in full, and she now has a zero balance.
Frontier spoke with Ms. on August 6, 2019 and advised her of the above information.
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.
Regards