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 switched to Frontier and had it for about a week and the entire time the service was horrible. I called customer service and they stated that they can cancel my account but I would still be responsible for the whole amount because they are not pro rated. It is over 100 dollars with all of the fees of installation that they never disclosed when I called to sign up. They also stated that an extra fee would be added for the service to be cancelled. They informed me that my area was not fiber optic but copper so said my area doesn’t have access to high speed internet that is why the service was slow. This company is such a rip off and expect me to pay for a service I never received the internet connection was horrible and I spent extra money on wifi boosters to try to resolve the issue with no avail. Customer service is not available at all times.
Thank you for referring the
complaint of Ms. to our office for review. We appreciate *** bringing
this matter to our attention.The Complaint states that:Ms. states that
she disconnected Frontier Internet one week after it was installed because it
never worked.Ms. also states
she will pay for the installation charges but would like the service charges
removed since she never used the service.Frontier has investigated the above
statements and offers the following response:Frontier has investigated
Ms.’s account and issued a credit of $40.88 for the Internet service.Frontier did not issue
credit for the installation charge as a technician was dispatched and installed
service on June 11, 2020Frontier hopes that Ms.
*** will consider Frontier if she needs services in the future.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience Ms. has experienced as a result of
the above matter.
No home phone service scene 6/9.
Did not show up for appointment on 6/16.
Keep being told give us 48 hours to fix it.
Frontier CommunicationsThank 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 he is experiencing service issues with his Frontier
phone service starting on June 9, 2020 and requests that Frontier repair
his service and provide him with out of service credit. Frontier has investigated the above
statements and offers the following response:Frontier’s investigation
found that three repair tickets were issued on Mr.’s account. The first one was issued June 11, 2020 and was
closed on June 16, 2020 in error. The
second repair ticket was issued on June 17, 2020 and completed on June 29, 2020
when a Frontier technician found several bad circuit cards and replaced them. The third repair ticket was issued on July 1,
2020 and completed on July 21, 2020 when a Frontier technician found issues
with the ring generator and repaired it. Frontier advises that an out
of service credit was issued to Mr.’s account on July 16, 2020 in the
amount of $105.81. Frontier spoke with Mr.
*** on July 22, 2020 to advise. 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 ordered frontier service in January of last year and they didnt show up on the day that was set for them to install the service .I called and ask why and they said they couldn't make it out cause of the weather so they reschedule and still again didnt show up so I called them and ask them to cancel my service cause I wasnt waiyinhwaiting any longer for them to hook up phone service and internet that I purchase and they sent me a confirmation email where I cancelled the service any everything .I started getting Bill's in the mail from them for the service I never got.I called them and ask why and they pretty much called me a lier saying that I had there equipment in my home and that's why I was getting billed and I told them to come and check that I never received service and they wouldn't listen to me so I called the phone number that was given to me when I ordered service and come to find out they hooked up the equipment at my neighbors house who ordered the service around the same time I did and didnt take my name off of it so I got billed 212.48 for a service I never had .they turned it into eastern account service and I got 30 points taken off of my credit report for a service I never received and I should of never got billed for in the first place.ive called them alot over this matter and they said just disregard the Bill's were not gonna make u pay for something you never got and I asked if they were gonna put it on my credit report and they lied to me because they did put it on my credit report. I'm being punished for someone not doing there job correctly and all I want is for my name to be cleared of this debit that I didnt create and the bill of 212.48 be removed from my credit report.this is crazy to charge me for a service that I never recieved..thank you
Frontier CommunicationsThank you for referring the
complaint of Mrs.
*** R. *** to our office for review. We appreciate her
bringing this matter to our attention.The Complaint states that:Mrs.
*** is disputing her bill for services from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier’s investigation
found that Mrs. placed an order with Frontier to have services installed
on January 9, 2020 but the installation was never completed. Frontier advises that Mrs.’s
installation order posted into Frontier’s billing system in error. Frontier issued an order to
close Mrs.’s account on February 5, 2020. Frontier issued a credit to Mrs.
***’s account in the amount of $214.41 on July 8, 2020 to zero out the
balance on this account. Frontier sent notification
to the outside collection agency on July 9, 2020 to advise and request that
they notify the appropriate credit bureaus to correct
this on her credit report. A Frontier representative communicated
with Mrs. via email at ***com to advise. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mrs. may have experienced as a result of
the above matter.
I was charged twice back to back out of my checking account for a one-month bill it should’ve only been one payment not two and my account ended up being overdrawn and was charged several service fees. I spoke to the supervisor Tommy who informed me that he could do nothing about it I had called the week before and spoke to a lady on the phone who was supposed to reverse the charges and did it incorrectly and tried to charge my account again which led to more service fees.
Frontier CommunicationsThank you for referring the
complaint of Linda
*** to our office for review. We appreciate her
bringing this matter to our attention.The Complaint states that:Mrs.
*** states that a duplicate payment was made to her Frontier account
and she would like one of the payments refunded back to her. Frontier has investigated the above
statements and offers the following response:Frontier’s investigation
found that two payments were received on Ms.’s account on June 13, 2020
each in the amount of $123.95. Frontier records indicate that
a payment reversal was processed by Frontier on June 18, 2020 to reverse one of
the duplicate payments back to Ms.’s bank account, however the payment
reversal failed. Frontier advises that a
manual refund check in the amount of $123.95 was issued on Ms.’s account
on June 24, 2020. Ms. will receive
her refund by U.S. Postal service in 14 to 21 business days starting from June
24, 2020. A Frontier representative communicated
with Ms. via email at *** 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.Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that I resolved my complaint. For your reference, details of the offer I reviewed appear below.
I had to file a complaint with my bank to get the money back to my account. And when Frontier said they tried to do a reversal of the charges the third time the girl actually tried to charge my account a third time, not credit. It would not go through because they had made the incorrect deductions from my account and made the account overdrawn with several bank fees. The girl that tried to charge my account the third time did this after she asked me to give her a perfect score rating towards the end of the phone call and I told her I wasn’t going to do that.
Regards
I am a Former customer with Frontier Communications. My account was closed approximately 2 years ago. It has recently been brought to my attention that there is a collections on my credit report from Frontier Communications. They are trying to say that I have a balance remaining from when I closed my account with them. I, just prior to filing this complaint, spoke with someone in the collections department at Frontier Communications who I had go over the account with me. The woman I spoke to, the name I don't recall, agreed that they were a bill a month in advance type of company. She even told me that in August of 2018 I made a payment and my account with balance was zero at that point. She then told me my service was shown as disconnected at the end of August. She then went on to say that I have this balance of $75 and some change because I did not make a payment in September. I asked, how can I be responsible for making a payment in September when my service was disconnected prior to September. I also pointed out that, as she agreed, they are a paid a month in advance company and if my balance was paid at the beginning of August and my service was disconnected at the end of August then that month was paid for and there should not have been a remaining balance. So, I contacted the collection agency holding the debt, the third party, and told them I would be disputing it and contacting the Revdex.com. I would like for this charge to be removed from my credit reports and for this collection to be erased. Again, if they're on record show that I paid my bill in full at the beginning of August and disconnect and service at the end of August and they agree they are a pay a month in advance service then I should not owe anything.
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 he disputed his final billing dated September 7, 2018.Frontier
has investigated the above statements and offers the following response:Frontier records indicate that the customer’s account was disconnected on August 29, 2018.The customer’s account was written off on November 9, 2018.On June 24, 2020 we called and spoke to Mr. and advised we would email six (6) months of billing statements for his review.On July 1, 2020 we emailed billing statements dated January 7, 2018 through September 7, 2018.Frontier’s policy is to bill at the end of the billing cycle.The customer’s account was disconnected on August 29, 2018 and the end of the bill cycle was September 6, 2019. No credit is warranted on this account.We have called the customer and provided him with the above information and direct contact information.Frontier apologizes for any inconvenience the above matter caused. We trust that this information will assist you in closing this complaint.Sincerely,Sandi B.Frontier Communications
Negative feedback for this one. They charged me $76. for a month of internet only service I never got. $9.99 for turn off on the wrong day. And very rude customer service. I am glad I do not have to deal with them ever again.
Return equipment billed me the next month for service
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 was billed for a
full month of service even though she wanted to end her service
earlier. Frontier has investigated the above
statements and offers the following response:Frontier advises that
prior to termination, Ms. was billed (and thus incurred charges)
through the end of her billing cycle. Frontier
has agreed to issue a courtesy credit for Ms. Cacciatore.Frontier spoke with Ms. on
June 23, 2020, and advised of 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.
I am writing to you for assistance in resolving a billing dispute with Frontier Communications.
In 2015 we contracted with Frontier when we settled in our present house on White Feather Lane in Nokomis Florida.
Our monthly bill varied between $175.00 and $185.00 per month, which we explained was our monthly budget for their service. At the outset we agreed to an automatic bill payment each month. However, each month the bill was always more than our agreed amount and I had to spend hours on the telephone to resolve the billing error.
Finally, in an attempt to remedy the situation we changed from the automatic monthly payment to having to pay online each month. This did not resolve the billing problem and I still had to spend hours on the telephone trying to reduce the bill to its proper amount.
In early October 2019 I called Frontier to inform them that we were terminating their service immediately and made the decision to switch our service to ***/*** to start November 1, 2019. I paid Frontier’s final bill of $175.02 on October 29, 2019 and returned all their equipment as directed.
I heard nothing more from Frontier until April 28, 2019 when I received a letter from Frontier stating that our account was past due in the amount of $147.71. I called Frontier immediately to inform them that they were mistaken and that we had terminated their service back in October 2019. I was shuffled around from department to department over several hours when Frontier abruptly terminated my call. During the hours that I spent on the telephone I spoke with
Carlos in Customer Relations, Nadia in Billing, Jasmine in Collections, Isiah in Collections and finally Ruby in Collections who hung up on me.
This June 11, 2020 I received a form from *** Newport News, Virginia stating that I owed Frontier $147.71 and that our monthly bill was really $250.00. We never would have agreed to a monthly bill of that amount.
We are delighted with ***/*** and are on a monthly automatic payment schedule of around $165.00 per
Month.
We are hopeful that you can resolve this frustrating issue for us. It appears to be a classic “bait and switch” tactic.
The amount of $147.71 may seem to be an insignificant sum, but for us as a retired couple living on a fixed income
it is significant. Besides it is not fair for this company to get away with this type of behavior.
Frontier CommunicationsThank you for referring the
complaint of Charles
*** to our office for review. We appreciate *** bringing this matter to our attention.The Complaint states that:Mr.
*** is disputing his final bill for services from Frontier and advises
that it has been sent to an Outside Collection Agency for nonpayment in
the amount of $147.71.Frontier has investigated the above
statements and offers the following response:Frontier investigated and
advises that Mr. called Frontier on November 15, 2019 and cancelled his
services and he was billed to the end of his bill cycle December 2, 2019.Frontier has credited back
to the date he called in on November 15, 2019 in the amount of $73.32 and
leaves a balance owed of $74.39.Frontier communicated the
above information via email on July 8, 2020 and included direct contact information.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of the
above matter.
Insufficient internet speed. Delivering 4 Mbps , paying for 7.
Unable to sustain streaming video.
Thank you for referring the complaint of
*** to our office for review. We appreciate Mr. bringing this matter to our attention. In the complaint Mr. expressed
concern regarding insufficient internet speed, delivering 4Mbps but paying or
7Mbps. He is unable to sustain streaming
video.Our records indicate the customer is
subscribed to 3.1-7M/768K and is provisioned for 6M. There was a trouble ticket created and the
technician indicated a technician was dispatched to the customer’s home on July
3, 2020. The technician remarks
indicated he placed a splitter and the trouble ticket was completed. Mr. was contacted on July 7, 2020
and the status of his service was discussed. Mr. was uncertain how to explain any improvement or decline of his
service. He is in the process of
weighing his options regarding his internet service.Mr. expressed his lack of service
and desire to not pay for a product that has not been operational. Mr. advised the connection was so frequently lost, it was as if he had
no service at all. Mr. was
credited $58.32 on July 8, 2020, reducing his account balance to $75.19. On July 15, 2020, Frontier followed up
with Mr. and explained his service is testing as it should. His issue is with WiFi and all devices are
connected to the 2.4G network, which can cause frequent disconnects due to an
overload on the network. Mr. was provided my direct contact
information should he wish to discuss this matter further. We regret the trouble Mr. has
experienced as a result of the above matter.
Adding Internet service to replace a current provider. This is a utility. Frontier REQUIRED a HARD CREDIT Check for a UTILITY. it dropped my credit score 32 points. There is NO NEED for a HARD credit check. Maybe not even a SOFT one if they would've asked for a credit card. This could cost me (and ANYONE ELSE) THOUSANDS of dollars in future interest payments. This is NOT a good way to start a customer relationship.
Frontier Communications has received notification of a
complaint from the above individual. According to the complaint:Mr. advises he has concerns regarding a Frontier credit check for service. Frontier has investigated the above statements and offers
the following response:Frontier’s Residential service sales process requires a credit check which records personal credit information provided by the customer for new service or a new account request. Frontier is in the process of updating our credit check policy. At the time of the new account request for Frontier Internet by Mr., a credit check was required. The information recorded was used for following purposes: Protect customer from unauthorized changes Identify authorized parties making inquiries or changes to service Run credit information to determine credit worthiness. Frontier spoke with Mr. to discuss the above information. Frontier
apologizes for any inconviencene the above matter caused and trust this
information will assist you in closing this complaint. Sandra P. Frontier Executive Relations
I've been a Frontier customer for 35 years. During the last several weeks, I have been experiencing a problem with the internet service wherein the connection constantly drops and the modem needs to be reset, which sometimes restores the service and sometimes doesn't work. I have contacted Frontier technical support on 3 separate occasions. The first time they told me that there was a problem that required a home visit by a technician. They subsequently told me that the problem had been repaired remotely and the technician visit was not needed. The problem continued. The next two calls to technical support were unsuccessful as well. With COVID-19, I am working from home and need this service to maintain my livelihood.
Thank you for referring the complaint of
Mr. *** to our office for review. We appreciate Mr. for bringing
this matter to our attention.According to the complaint:Mr.
*** 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 that actual Internet speed at the service address, and the ability to
access various Internet services will vary as a result of connecting Wi-Fi,
multiple users or devices on the same account, distance to serving facilities,
the capacity, performance or limitation of inside wiring and personally owned
equipment. Additional information is
available to customers at https://www.frontier.com/nyinternetdisclosures.Mr.
***’s plan is as fast as 6.0Mbps. Frontier was able to provision the service at 6.9Mbps (as the maximum
speed for his Internet). Frontier
informs customers that Frontier expects customers will receive 50% to 100% of
this maximum provisioned speed.Frontier
is continually working to improve its network and its customers’
experience. However, Frontier has no
specific plans for upgrades in Mr.’s area at this time.Frontier
dispatched a technician on June 26, 2020 and repaired the outside equipment and
replaced the router.Frontier
applied a credit adjustment to Mr.’s account for the time out of
service. Please allow 1 to 2 bill cycles
for the credit.Frontier
spoke to Mr. on June 24, 2020 and communicated the above information with
direct contact information.Frontier
will continue to work with Mr. with regard to some inside work when
he is ready.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of
the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I pay full price for internet service from this garbage company and I have internet service 20% of the time. I have no mobile service where I live. I have an elderly parent and a severely autistic auto immune deficit brother that is dependent on me for survival. Both are severely susceptible to covid 19. Neither I can communicate with without internet because of where we live. I have called frontier 8 times in one week, totalling at least 4 hours of my time and I CAN prove it. *** ridiculous. I NEED HELP please!!! I do not know what else to do. Frontier is doing nothing.
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 has been experiencing intermittent
speed and connectivity issues with her Internet service from
Frontier. Frontier has investigated the above
statements and offers the following response:Frontier advises that
Internet service speeds are based upon many factors, including, customer
location, customer equipment, and Wi-Fi network interference.
Customer speeds may vary over time. Frontier
continues to work toward a solution that will improve Ms.’s Internet
service. Frontier has provided direct contact information for Ms..Frontier
attempted to reach Ms. to advise of the above but was unsuccessful. Frontier
left a message for Ms. that included direct contact information.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms.
has experienced as a
result of the above matter.
The complaint is in reference to my home landline telephone service.
My husband and I have lived at this address for 22 years. Frontier acquired the business from Verizon about 2 years after we moved here. In all this time, our telephone service has been periodically out of order. The outages are not a result of the wiring inside the home. When I call to report the outage, they take the complaint and give me a date when the repair is scheduled to be completed. The outages happen on an average of about once a month. They schedule repairs anywhere from one week to four weeks out. In one instance, we were without phone service for 5 or 6 weeks! They do not credit our account unless it is out for at least 10 days. There are no other phone companies that service this area. And the wireless signal here is inadequate for making or receiving calls.
Fortunately, we have never experienced an emergency while our service was disrupted. However, we should not be having this ongoing and annoying problem. Is there anything the Revdex.com can do to help relieve this situation?
Thank you
for referring the complaint of Vickie *** to our office for review. We appreciate
Ms. Foster
bringing this matter to our attention.The
Complaint states that:Ms. advises she experiences frequent
telephone outages.Frontier
has investigated the above statements and offers the following response:Frontier
spoke with Ms. on June 22, 2020, and confirmed service is working.
Frontier provided a direct contact information if service stops working.We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. Foster
has experienced as a result of the above matter.
For the last month our internet has been going off and on for up to 5 hours a day. We have complained multiple times even go a troble ticket to never hear anything from them or have the issue fixed. This has been the 4 time this has happened.
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:*** advises of experiencing
intermittent speed and connectivity issues with the Internet service from
FrontierFrontier
has investigated the above statements and offers the following response:Frontier
advises that *** subscribe to internet service onlyFrontier
also advises that actual Internet speeds and the ability to access various
Internet services will vary as a result of factors including, but not limited
to, the quality of Wi-Fi connection, multiple users or devices on the same
connection, distance from Frontier facilities, and the performance or
limitations of customer wiring and customer-owned equipment. Additional
information is available to customers at
https://frontier.com/corporate/internet-disclosures.Frontier
advises that an internet service outage was reported on June 4, 2020 and a
Frontier technician was dispatched on June 5, 2020 to restored service.Frontier
has provided the account with a time out of service credit of $3.59Frontier
attempted to contact *** to address the Revdex.com Complaint but was
unsuccessful, Frontier left voicemail messages and sent an email with direct contact
information.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.
If I could give zero, I would. Their phone is no better than the old Dixie cup lines we used to play with as kids
Just prior to Memorial Day weekend, my wife contacted a Frontier competitor to change our phone, internet and TV services. This was prior to the end of our billing cycle with Frontier on the 24th. Our phone number was to be ported over to the new company the day after Memorial Day because the new company said they couldn't port a phone over the holiday weekend (the 24th was the Sunday before Memorial Day).
On June 16, we were charged (on my credit card) a full month's bill by Frontier and when I called to ask why they charged me for the entire month they said it was their policy to not prorate. We were only two days into the new billing cycle when my phone was supposed to have been ported on the 26th.
The new company called and told me the phone had not been ported to them on the 26th so they came out on the 27th and the phone still hadn't been ported. So I made another appointment for the following week.
Meanwhile, Frontier shut off all my services. So I called them and ask them why and they told me my phone was ported to a different company on the 27th. So I asked them if they could at least give me TV and internet and they said absolutely not because my phone had been ported. However they still expect me to pay $157.53 for the full month even though none of their services are available to me.
I want a refund because TV and internet services have not been available to me since the 27th of May when my phone was supposedly ported and and because I was not allowed to transfer my services prior to the end of the billing cycle because of the holiday weekend.
Frontier CommunicationsThank 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 even though she ported her telephone service to a new
provider on May 27, 2020 she was charged a full month bill. Frontier has investigated the above
statements and offers the following response:Frontier advises that the port out order that came through to Frontier completed on May 28, 2020. Ms.’s bill cycle hit on May 24, 2020, so she was billed a full month of services on her May 24, 2020 statement.As a courtesy Frontier has issued a credit back to May 24, 2020. The credit that was issued is $157.53. Frontier advises that Ms. had a contract term that was from January 22, 2019 through January 21, 2021. Due to her terminating service before the end of her term Ms. was charged an early termination fee of $69.93 which showed on her June 2020 bill. After the termination fee was charged that leaves a credit balance of $80.69 that will be reversed and credited to Ms.’s card on file with Frontier.Frontier spoke to Ms. today and she is aware 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
We are senior citizens who were stuck in India during months of February 2020 - May 2020. Our bill is set to autopay and due to credit card expiration frontier was not able to put charge on our credit card and overcharged us for April and May 2020. We tried to reason with them, but they would not even listen. We live on fixed income. We pay our bills on time. We didn't even get a notification about not being able to charge our credit card. This is just bad business practice and taking advantage of people who are in a bad situation who cannot do anything about it. Please I hope some can help us get some justice.
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 has a billing discrepancy with Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises Mr. had 2 separate account one account had a credit card being used as auto payment and the expiration date expired which caused nonpayment ant late fees accessed.Frontier advised as a courtesy to Mr. both accounts were provided courtesy credit on the late fees.Frontier spoke to Mr. on June 23, 2020 and advise 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.
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
Complaint Details
I signed up for Frontier Internet to help cut back on bills. Our current carrier increased fees so we were trying to cut back. I was scheduled June 6 for Frontier and he explained all the fees. However, after looking up all Equipment required to switch to *** I got cold feet and called Frontier the next day to cancel. A few days ago I was reviewing my bank statement and there was a charged for $19.99 to ***. Called Frontier and he said I will never get that money back. Exact words. Asked to be transferred and same thing, asked to be transferred again and same thing so I hung up. I canceled within 24 hours and don’t understand what I’m being charged for. I asked to review my initial phone call and they said they couldn’t. I want to know what I was billed for.
Frontier has investigated the above
statements and offers the following response:Frontier advises on June 3, 2020 Ms. placed an order for Frontier services and at that time purchased an optional *** technical support plan for $19.99Frontier advises Ms. subsequently canceled the Frontier service order.Frontier advises for the *** refund requests, Ms. can contact *** directly at .Frontier attempted to reach Ms. to advise of the above but 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.
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,
***
There is still a charge on my back account that I did not authorize. I called the first number to Frontier and she told me I need to call ***. I DID NOT AUTHORIZE FRONTIER OR *** TO DEBIT MONEY FROM MY ACCOUNT. I called *** and am still waiting to here from them. This is in no way done
Frontier has investigated the above
statements and offers the following response:Frontier advises on June 3, 2020 Ms. placed an order for Frontier services and at that time purchased an optional *** technical support plan for $19.99Frontier advises Ms. subsequently canceled the Frontier service order.Frontier advises for the *** refund requests, Ms. may contact *** directly at .Frontier attempted to reach Ms. to advise of the above but was unsuccessful. Frontier’s position on this matter has not changed.
We contacted Frontier Communications once we moved into our new home. The representative asked a series of questions about our family usage of the internet service we were asking about. We explained that we have 5 people living in the house all have at least 2 devices that need internet and that we have 5 televisions that we stream movies on. She said 6m would be what we needed and was what the area had. The person recommended a package that she said would handle the needs we had. The day of installation the installer took all day to turn the service on and could not get it to work. He finally went to a junction box 1/4 miles away and got it to turn on but only at 3m. W tried the service but it was not adequate to service our needs so I called and canceled the service and was told I did not need to return the equipment and there was no balance. I continued to be billed and have been sent to a collections agency and has affected my credit. They promised me something they could not provide and want me to pay for their poor service and training of their employees.
Thank you for referring the complaint of Mr. to 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 credit in the amount of $149.34 was issued to zero out the account.The account has been recalled from Collections. Please allow 30-60 days for ***’S (***) to update their records. We apologize for any unprofessional treatment Mr. may have experienced when contacting our Customer Service department.
On June 24, 2020 I spoke with Mr. and relayed the resolution. The customer has my direct contact number should he require further assistance regarding this matter.
We apologize for the inconvenience this matter may have caused. We trust this information will assist you in closing this complaint.
Sincerely,
Stacey M.
Customer Relations Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I HAVE BEEN ILLEGALLY CHARGED FOR AN INTERNET AND PHONE SERVICE I NEVER ORDERED. I HAVE BEEN FIGHTING WITH THE COMPANY SINCE APRIL TO REMOVE THE CHARGES AND THEY HAVE NOT AND BEEN GIVEN THE RUN AROUND AND THEY STILL WILL NOT FIX MY ACCOUNT. I HAVE CONTINUALLY PAID MY REGULAR BILL I HAVE FOR YEARS EACH MONTH BUT THEY ARE LYING AND REFUSE TO REMOVE THE CHARGES AND NEVER GET ANYWHERE. THIS IS LONG AND COMPLICATED AND I HAVE SOME WRITTEN DOCUMENTATION AS WELL THRU THERE CHAT I FOUND OUT THE HARD WAY TO DO THAT WAY OF COMMUNICATION INSTEAD OF CALLING. THEY DO NOT ADD INFORMATION TO ACCOUNTS WHEN YOU CALL IN ETC.
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 has been charged for an unauthorized telephone service
on her Frontier bill that she never requested and has been trying to get
this resolved since April 2020.Ms.
*** advises that she wants to get her account back to what she had
previous and get credit applied to her account for the overcharges.Frontier has investigated the above
statements and offers the following response:Frontier investigated and advises
that a service representative placed an order on March 19, 2020 and made changes
to Ms. account.Frontier advises that an
order was placed on June 18, 2020 and dated for July 14, 2020 the end of Ms.
bill cycle to make the change back to her service she had previous.Frontier advises that credit
has been applied to Ms.’s account on June 18, 2020 for the over
charges. Ms. will owe her regular
monthly bill charge that is due July 10, 2020.Frontier advises that paper
work has been filed on the service representative that placed the order for
coaching.Frontier advises that Ms.
has direct contact information if she should need anything further.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