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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cancelled service with Frontier Communications on 3/18. Called back in April because I had not received shipping boxes for equipment to be sent back. was told the service had been reactivated a few days after my original call. I have been trying since then to get the final bill to what it is supposed to be of around 230.00. Customer service is telling me that they now do not have my original cancellation in the system. Customer Service Agent Ladiva (***) was the 3rd agent I spoke with today. When I asked why she was the first one that could not see my original call in March she said that likely the other customer service agents where just telling me what I wanted to hear. My account has now been placed with a collection company.
Closeout Comments: ras700 executive customer relations closing Upward Revdex.com complaint *** Fcc Complaint *** OOp Complaint *** called cbr spoke with Mr. he secured acct pin advised that we have issued all the credit that can be issued on the account and sustained the Balance of $309.69 gave him the number to reach the collection agency customer still dissatisfied but understands all that can be done has been done
I have tried for the past two months to make a payment on my bills with Frontier. For the past few weeks their system says my account does not exist! I had been making payments for almost a year before now so I'm not sure what's happening. All the while my bill keeps getting bigger and bigger. Are they going to pay my default?
Thank you for referring the complaint of Mr.
*** to our office for review. We appreciate your bringing this matter
to our attention. According to the complaint: Mr. states he is unable to access his Frontier online account for a minimum of two months. Mr. has requested credit for service due to this error. Frontier has investigated the above statement
and offers the following response:This matter was escalated to the Fios Tech Support team who was able to correct this issue. An adjustment in the amount of $9.64 has been applied to the account for the late fees. I left Mr. a message to advise this
matter is resolved and to contact me directly if he continues to experience the
same trouble. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations
I cancelled my telephone and internet service in January2019 and asked for a refund of the credit balance on the account. They sent me a debit card with their name on it from wirecard. I have been unable to use the card. When I tried I was told it was not a valid transaction. I went on their cite and it said I could have the balance transferred to my checking account. Every time I try this I get the message my session has timed out. I have tried this several times. They do not intend to pay me. Frontier should have sent me a check in the first place.
Thank you for referring the complaint of Mr.
*** E. *** to our office for review. We appreciate your bringing this
matter to our attention. According to the complaint: Mr. requested a refund check, but states Frontier provided a prepaid debit card instead. Frontier has investigated the above statement
and offers the following response:Frontier’s refund policy is to issue refunds 90 days after the service has been terminated. The refund is system generated and will be processed by Wirecard who issues a Prepaid MasterCard which may take up to an additional 21 business days for processing and delivery after Frontier’s 90-day time frame.Due to the trouble Mr. had using the card, a request to have a replacement refund as a paper check has been submitted. Please allow 7-10 business days to receive the refund. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations
My phone service went out on June 23, 2019. I reported it to the service provider the next day. They claimed they could not schedule a repair for three weeks (!) They scheduled it for July 15. They did not show and subsequently texted me that the repair had been rescheduled for July 30 (!!) I phoned customer service, was put on hold for 45 minutes, then told that customer service could do nothing, transferred me to the Dispatch Team - or so I thought. Sat on hold for 15 minutes until I was disconnected. Tried again later in the day, was finally given a direct line to technical support, which I called. Talked to a supervisor there who again told me that the only people who could address the problem were the Dispatch Team but they do not speak to the public. This supervisor also said that they were likely unable to schedule a delay of less than two more weeks due to the high volume of repair orders, but that the people I could reach were powerless to solve the problem, while the people with the power were unreachable by me.
Frontier Communications
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. states that his service has been out since June 23, 2019.
Frontier has investigated the above statements and offers the following response:
Frontier records show trouble ticket number 009001171 was created on June 24, 2019 with a due date of July 15, 2019. The due date was changed on July 15, 2019 to July 30, 2019 due to heavy workload and cable repair.
Frontier records show that the service was repaired on August 3, 2019.
Frontier has issued a credit for the time out of service in the amount of $97.83.
Frontier apologizes for the delays in repairing Mr.’s service.
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: Donna M Department: Executive Customer Relations
I was told adding a landline would increase my price by $30, but it was increased by $80. I called back to correct the problem and they advised that the call was recorded and they would review it. After about 5 months and myself making several calls they did listen to the call and confirm the price I was quoted. I asked them to backdate it for the months I was overcharged and they refused. I now have an outstanding Bill after they verified I should not.
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 when she added home phone service to her TV and internet bundle package, Frontier had informed her that her monthly rate would increase by $30.00, but her following bills came out to a higher amount. Ms. advises that she needs to be credited for the amount that she had been overbilled. Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. had been overbilled by $20.00 per month for the TV, internet, and home phone services. The monthly rate for the services should have gone from $95.00 to $125.00, but the amount billed came out to $145.00. The total pricing discrepancy with taxes came out to around $30.00 for each month.
Frontier advises that Ms. has been credited for the amount that she had been overbilled from when she added the home phone services in October 2018 until she cancelled her services at the end of January 2019. In addition to some earlier credits that had been issued in October 2018 and January 2019, the billing adjustment amount came out to $92.04 for the services and $27.00 for late fees that had been incurred. This brought her remaining balance from $417.60 to $298.56.
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 have determined that this does not resolve my complaint. For your reference, details of the offer to a close, we would like to know your view on the matter.]
My original problem was pricing not being what I was told. I was contacted by Mark who calculated my payment amount while on the line to be $147 and change. I agreed to the amount and offered my card information for immediate payment. I was then told they he would call me back. He called bad twice with 2 different amounts. The issue is being told one price and being charged something totally different. I will be happy to pay the $147 to have my balance resolved because that is the amount I was quoted from Mark.
Regards
Thank you for referring the rebuttal of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Rebuttal states that:
Ms. advises that she is disputing the remaining balance on her Frontier account. Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. was already credited the correct amount to compensate her for the amount that she had been overbilled, and no further adjustments are due.
Frontier advises that their position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
Frontier spoke with Ms. on August 15, 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.
I have had frontier since *** sold our area to them. I have not been pleased with their service. However, I decided to go with another service. My bill was due on 3/25/2019. I understood that I was being billed a month in advance. However, when speaking to Ryan (the supervisor) Employee ID:***, he stated that I had paid for the previous month (Feb 24 - Mar 24, 2019) I was not informed of that. I cancelled my service on March 29, 2019. However I have received a bill for $324.16 that due for March 24-April 24, 2019. Mr. Ryan said I owed for the month. I placed a formal dispute and since I was only with Frontier for 4 days, I am entitled to a credit for the rest of the month. Frontier sent me to a Collection Agency for the #324.16. I have worked hard to build my credit up and I do not need to have any collections on my credit report. Please research this and have it resolved as soon as you are able. I'll have to call the collection agency to make sure it's not placed on my credit report. Mr. Ryan stated that the had written off the bill, however they have a 90 formal dispute in order to settle this.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Ms. advises she was billed for a full month of service, even though she disconnected 4 days after the billing cycle.
Frontier has investigated the above statements and offers the following response:
Frontier advises our terms of service were updated our terms of service in July 2017 ending partial month credits. All Frontier customers were notified via bill messages, bill inserts and direct mailers.
Records show Ms. bill cycles on the 25th of each month.
Research shows service order 74029708 completed March 29, 2019 porting service to another provider. Additional research determined the request was received on March 16, 2019.
Records show on bill date March 25, 2019 Ms. was billed $298.16 for services from March 25, 2019 through April 24, 2019.
On closing bill date April 25, 2019 Ms. was billed previous charges $298.16, payment received $0.00, new charges $26.00 total due $324.16.
As a courtesy, a one-time credit of $324.16 was applied to the account bringing the account balance to zero.
A Frontier representative spoke with Ms. who indicated satisfaction with the resolution.
We are confident that our response has been sufficient to address these issues. If Ms. has any additional questions, please contact Amy Buchanan, 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 contacted Frontier about setting up internet DSL service. I was told that I needed to fill out a "Positive Identification Form," which had to be signed and notarized along with two forms of ID. I provided the form and ID as requested, and I was then told that I would need to pay a $44.99 fee prior to setting up the account. This fee was an additional fee, not included in the initial installation charges and service fees. Only after jumping through all the hoops of sending the notarized identification form and paying the $44.99 fee up front was I then able to schedule a time for the technician to come and set up the service. This was on June 20th, and the earliest installation date they could work in was July 8th. 3 weeks later. We patiently waited for the technician to show up at the address. The technician never showed, and we received no call by Frontier. I called Frontier that evening, and after nearly an hour on hold and speaking to three different individuals, we scheduled the installation for the next day. The technicians never arrived. It has now been over a week with no phone call or follow-up by Frontier. I have since installed service from another provider.
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. applied for Frontier service as was required to provide multiple forms of Identification. Mr. would like Frontier to destroy the personal information provided as Frontier failed to set up his servie. Mr. would like the $44.99 deposit refunded. Mr. would like an apology. Frontier has investigated the above statements and offers the following response:
Frontier has not been able to reach Mr. at the contact number provided.
A Frontier representative has tried to reach Mr. by email.
Frontier has not been able to locate Mr.’s order, by the information provided.
Frontier will issue a refund for the deposit, once the account information can be verified.
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 has scheduled two appointments to transfer our service to new home and has missed both, over two week period, with no notice.
Frontier Communications
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. states that Frontier missed two appointments to transfer his service.
Frontier has investigated the above statements and offers the following response:
Frontier records show the Mr.’s transfer of service was delayed due to left in working service at the new address by the prior resident.
Frontier records futher show that Mr.’s service was installed on July 19, 2019.
Frontier notes show that Frontier attempted to reach Mr. on July 9, 2019 and on July 15, 2019 to discuss rescheduling his appointment.
Frontier has issued a service credit for July 2, 2019 to July 19, 2019 for a total of $65.72.
Frontier apologizes to Mr. for any inconvenience and delay in transferring his service.
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: Donna M Department: Executive Customer Relations
I GOT THEIR SERVICES INSTALLED ON MAY 30TH,2019. I HAD ISSUES WITH THEIR SERVICE SINCE THE BEGINNING. I WAS SUPPOSED TO BE PAYING 49.99 FOR 200 MB SPEEDS AND WAS NOT GETTING IT SO I CALLED ON JULY 1ST,2019 TO CANCEL THE SERVICE AND NOW I GET A BILL FOR THE ENTIRE MONTH. I CALLED AND THERE ANSWER WAS THAT MY SERVICE WAS STILL ACTIVE CAUSE THE SYSTEM WONT LET THEM CANCEL MY SERVICE TILL THE BILLING CYCLE IS CLOSED. WHEN I CALLED TO CANCEL NOBODY TOLD ME THAT, IF THEY DID I WOULD HAVE KEPT THEIR SERVICE TILL THEN.
Nature of Complaint:
I GOT THEIR SERVICES INSTALLED ON MAY 30TH,2019. I HAD ISSUES WITH THEIR SERVICE SINCE THE BEGINNING. I WAS SUPPOSED TO BE PAYING $49.99 FOR 200 MB SPEEDS AND WAS NOT GETTING IT SO I CALLED ON JULY 1ST, 2019 TO CANCEL THE SERVICE AND NOW I GET A BILL FOR THE ENTIRE MONTH. I CALLED, AND THEIR ANSWER WAS THAT MY SERVICE WAS STILL ACTIVE CAUSE THE SYSTEM WON’T LET THEM CANCEL MY SERVICE TILL THE BILLING CYCLE IS CLOSED. WHEN I CALLED TO CANCEL NOBODY TOLD ME THAT, IF THEY DID I WOULD HAVE KEPT THEIR SERVICE TILL THEN.
CUSTOMER SINCE: May 30, 2019 Account disconnected as of 07/23/2019
Current Balance: $54.83
Ms. billed $39.99/FIOS 200/200 Internet, $10/Router plus taxes on the July 1, 2019 billing statement. The charges were from July 1 – July 31.
She called 6/28 to report that she couldn’t connect to the Internet.
She called on July 1, 2019 to cancel the Internet service… Order #: ***. The billing cycle had already started and couldn’t be stopped, and she billed the full cycle.
As a courtesy, a Frontier agent removed the charges billed from July 1-July 31 due to her calling to request that Frontier cancel the service as of July 1.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Revdex.com 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
Please see attached complaint and documentation received from consumer
We signed a contract with Frontier Communications to provide phone and Internet service. It was a 36-month contract signed on March 13, 2016, with installation slated for May 6, 2016. We did not renew the contract. Frontier Communications submitted billing for the Internet services past the termination date claiming we did not start service until sometime in June, 2016 so we would owe until the end of June 2019. This is incorrect. We moved to a new office building on May 6, 2016 and turned up the Frontier phone and Internet service on that date. Therefore, both contracts had run their course as of May 6, 2019.
Frontier had found that the Ethernet services contract the customer is referring to had delays in installation. The service was unable to be installed until July 11, 2016. Under Frontier terms of service, the contract date begins upon date of installation. This would mean that the Ethernet services would be upheld leading through July 10, 2019.• A service order was written on the date of June 28, 2019 that terminated the Ethernet services and the PRI Circuit. As a compromise, the cancellation of the PRI circuit was cancelled retroactive to May 6, 2019 because this service was not under contract. Service for the Ethernet service will be upheld leading through July 15, 2019.• Frontier has found that the remaining balance of $1896.79 on the closing bill dated July 16, 2019 will be upheld.• Frontier had spoken with Mr. La Via on August 2, 2019 to advise of the revised balance on the closing invoice.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 and requested to cancel internet service with Frontier in November 2018. I then received a bill for December and January 2018. I have called customer service numerous times to dispute and they have said that I did not indicate that that I wanted to cancel in November only to "inquire if I had a contract". This is entirely untrue as I had already converted to *** and my sole purpose of calling in November was to cancel. I continue to get billed for an additional month charge of $125.86. I have called at least 6 times with most indicating that the charge will be reversed only to get another bill in the mail.
Frontier Communications
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he disconnected his Internet service in November 2018 and is still getting billed for it. Frontier has investigated the above statements and offers the following response:
Frontier found the account and researched it more in depth and found the balance was not valid. Frontier issued the credit to the account and the account balance now has a zero balance. Frontier spoke to Mr. on July 29, 2019 and gave him this information and he is satisfied. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Frontier Specialist: Jacey D Department: Customer Specialist
I cancelled my subscription with Frontier on May 2, 2019, which was NOT a complete month and I still receive a monthly bill. I called them twice and they told me that they would send out a corrected bill. Never received a corrected bill! Today, I received a letter from a collection agency for the entire FULL month of $230.34.
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:
Mr. advises that he was billed for a full month of service even though he wanted to end his service earlier.
Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle. Mr. is eligible to continue receiving Frontier services through the end of that billing cycle.
As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance.
Frontier advises as a courtesy a one time credit was applied to Mr. account. Balance due after credit applied is $ 46.08. The outside collection agency was notified of the credit.
Frontier spoke with Mr. and advised him of the above 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.
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 never received any kind of contract nor did I receive any paperwork explaining the Policies & Procedures on the 2 year contract. I tried to find information on the Cancellation Procedures that are non-existent! The 3 times that I talked to Frontiers Customer Service, none of there employees were aware that the full monthly premium would be charged for using only a few days of service! If such a procedure exists, then I would like to see a copy of it and perhaps the Attorney General should get involved. Why should any customer have to pay for a FULL-MONTH for only using a few days of the service? I do NOT know of any company and/or corporation that has such an asinine program and how could this even be legal?
Regards
Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle. Mr. is eligible to continue receiving Frontier services through the end of that billing cycle.
As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance.
Frontier advises as a courtesy a one time credit was applied to Mr. account. Balance due after credit applied is $ 46.08. The outside collection agency was notified of the credit.
Frontier spoke with Mr. on July 30, 2019 and advised him of the above information. Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
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 even though I do NOT agree with there policy of charging the public for a FULL month even when the customers cancel there subscription after a few days! I do NOT know any business that operates this way and maybe the Attorney General should know about this!
Regards
I called Frontier Communications TWICE to cancel my account/service as I was moving to Appleton, WI where there was a different provider. My records show April 8 and again on May 2. I also have record of asking my Realtor if the new owners would be keeping Frontier and I again called Frontier with their names and number. I received a. All today - July 15, 2019 that I was sent to COLLECTIONS as I owed $118.59. I argued with Juanita #*** and HER Superior in Collections, Allison #*** that I had moved, called and cancel account twice and gave them the new owners names! I also told them I have an impeccable credit report with a number of 805 with 3 agencies! I am furious that they have sent me to collections when I cancelled my service, my full bill was paid on May 7th and I moved from that property with proper notice! I am asking for a CLEAN zero balance bill AND a CLEAN request sent to all 3 credit reporting agencies!
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 to cancel her service since she was moving out of Frontier’s territory. Her service did not get cancelled as she had requested, and later she received a notification that her account was going to be sent to collections. Ms. advises that her account needs to be credited to a zero balance, and any negative credit reporting needs to be retracted.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. did indeed call to close her account and provided Frontier with the name of the new homeowner at the address who was planning on getting new Frontier service. This information was notated on her account, but the cancellation order was not written up as it should have been.
Frontier advises that Ms.’s account has been credited in full, and it currently has a zero balance.
Frontier advises that the customer’s account was not reported to an outside collection agency, thus her credit rating will not be affected.
Frontier spoke with Ms. in July 23, 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. I appreciate the professionalism and kindness Frontier has used in responding to this complaint.
Regards
On July 3, 2019 I requested a box with shipping label to ship back equipment; this equipment consisted of 3 receivers, 1 DVR, 1 modem, and 4 remotes. They sent me a small box. I had to purchase a bigger box from Staples in order to ship back their equipment. The box cost me $2.12.
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 received return mailers from Frontier however the box was not large enough to fit all of her leased equipment.
Ms. states as a result, she went to Staples and purchased a larger box for $2.12.
Ms. is requesting Frontier reimburse the $2.12 she paid for a return box.
Frontier has investigated the above statements and offers the following response:
Frontier advises an adjustment in the amount of $2.12 has been applied which will be refunded via mail within 60 to 90 days of the July 03, 2019 disconnect date.
Frontier has contacted Ms. and advised of the above.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
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 company wants to make me wait 60 to 90 days to pay me. I do not feel that I should wait that long to be reimbursed.
Regards
Frontier’s refund policy is to issue a refund 60 to 90 days from the date of service disconnection or termination.
Frontier advises this time period is required to ensure all outstanding charges or credits are posted to the closed account.
Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.
Frontier is billing for services we did not receive.
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:
Mr. is disputing billing for services not available at new address.
Frontier has investigated the above statements and offers the following response:
Frontier advises a one time credit was applied for the billing.
Frontier confirmed above with Mr..
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.
Our TV boxes were 12+ years old.... half of them stopped working but Frontier continued to charge for the boxes. We called 2 times in January they sent us 1 box with no remote. Had to send everything back and they continued to charge us. Called again, same thing. Continues to charge us for the service we could access. Called again, they said they would be issuing a credit for the boxes that didn’t work and sending us new boxes.... NOTHING!!!! No credit they actually cancelled my account for non-payment when the credit would have been A LOT larger the bill!! Which effected my credit scores.... continues the same for march and April..... finally may we cancelled the service and they still charged us FULL PRICE for old equipment that we reported was not working.
The Complaint states that:
Ms. advises
that she would like credit for Frontier video equipment that she reported
issues with.
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 Ms.’s account, we found that she was not paying for
rental of her Frontier video equipment.
Frontier advises that
despite our best efforts, we were unable to reach Ms. to discuss her
complaint. Direct contact information has been provided.
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.
they did not call me at all... it has been so frustrating they shouldn’t be in business.
Regards
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
• Ms. advises that she would like credit for Frontier video equipment that she reported issues with.
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 Ms.’s account, we found that she was not paying for rental of her Frontier video equipment. • Frontier advises that despite our best efforts, we were unable to reach Ms. to discuss her complaint. Direct contact information has been provided via voicemail as well as email to the contact information included with this complaint.
We trust this information will assist you in closing this complaint.
Nicole H.
Frontier Communications
This business purposefully reduced the internet speeds in my home throughout the entirety of my service (approximately 7 years). After several complaints, the speed was increased and the company agreed to grant $50 off the 12 future bills as a form of compensation. After failing to honor their commitment the first month, additional complaints were made. We were told there was no record of the conversation and that a manager would review the recorded calls and they would honor their commitment once verified, then follow up with me. After still no follow up, additional calls were made and promises of follow up were stated. There has been no follow up or commitment honored as of yet.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint: Ms. advises she was to receive a $50.00
Frontier has investigated the above statements and offers the following response:
Account research failed to locate any documentation to support the offer of $50 Loyalty credit for 12 months.
The review of a call on March 26, 2019 determined Ms. was advised she would receive a credit of $38.14 for phone issues and that she was receiving a loyalty credit for one year but did not quote an amount. Additionally, the representative quoted Ms. her monthly rate is $67.25 before applicable taxes and surcharges.
Additional research and review of calls into Frontier failed to locate any offer of a $50 Loyalty credit being offered to Ms..
At this time no credits are forthcoming as they are not warranted.
A Frontier representative spoke with Ms. who was dissatisfied with Frontier’s decision.
We are confident that our response has been sufficient to address these issues. If Ms. has any additional questions, please contact Amy B, xt 1113132. We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
My 86 year old father's phone has been out of service for greater than 30 days. Multiple phone calls to Frontier Communications' customer service number has been made and resulted in no resolution. Despite many confirmations to the contrary. I requested a medical emergency escalation be placed on the account due to my father's age and isolation. I was advised by three different CSRs that it was placed on the account. All the while I was advised the service was scheduled on 7/12/19.
7/12/19 I spoke with Brenda B, Executive Escalations regarding my father's service, she advised me that she reviewed the call notes and there was no emergency escalation placed on the account. She assured me that service would be completed on 7/13/19, Saturday. Also, she stated that I would not be responsible for the monthly bill since there was no service. She would take care of it and not charge the account. I requested an email confirmation of this filing credit. I did not receive the email and this is another promise not provided. The service did not occur on 7/12/19 I was advised by Brenda the servicer had a job that lasted longer than expected and he didn't make it to my father's home on 7/12/19. On 7/13/19 no one came to the home to service the phone.
I am extremely frustrated with the lack of service and responsibility from Frontier Communications and the HORRIBLE customer service.
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. states Father’s phone line out of service.
Frontier has investigated the above statements and offers the following response:
Frontier advises a repair was completed July 15, 2019
Frontier advises a one time credit of one month for service issues was placed on the account that will appear on next billing.
Frontier received confirmation from Ms. on July 18, 2019 that the line was working as of July 15, 2019.
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.
On May/2019 I join Frontier services , On June/13/2019 all my 3 services stop working Phone/Internet/TV , the same date I call Frontier and they explain they need to send a technician and the 1st date available was 06/19/2019 . I call to please request if I can have the technician sooner my daughter go to college most of the homework is done online , I explain the importance for us to have internet services . Nothing was done , as of matter of fact on 06/19/19 the technician didn't show up to fix my services , and once again I got re-schedule . Thats the date I decide to change provider . When I call to explain the bill need to be adjust because my last bill send was for days 06/10/19 thru 07/09/19 , the majority of those days I didn't get any services , a representative notate the account and told me to wait for the last bill to be generated and to call back to request the adjustment . I call again today and now Im told they don't prorate that I need to paid by bill in full . There is too much back and forward with this company , the customer services is the worst .
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. is disputing billing for service issues and disconnection.
Frontier has investigated the above statements and offers the following response:
Frontier advises a credit was applied for the service issues Ms. experienced back to June 13, 2019, after the credit the balance due is $ 19.92.
Frontier spoke with Ms. on July 18, 2019 and reviewed 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.
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