Frontier Communications

I moved out of my apartment and attempted to cancel internet service with Frontier Communications in early June 2020. The rep told me that she couldn't cancel my service without a PIN, which I didn't have. She told me one would have to be mailed to the address where the service was provided. I expressed concern that since I'd moved from that address that I wouldn't receive the PIN in time to avoid another month of service costs at my old address. The rep assured me that a note would be made in my account and that the effective cancellation date would be the date that I had called to cancel, 06/02/2020. I received the PIN in the mail and called to complete the cancellation today, 06/16/2020, and was told that I would be charged an additional month for service. I explained to the rep what the previous rep told me on June 2nd. Today's rep said that there was no such note in my account and that she could "arrange for better training for the other rep" if I wanted. I told that rep that I shouldn't be charged for an additional month and ended the call.

We moved to South Carolina in November last year and signed up with Frontier Communications for internet service. Since that time it has been an ongoing nightmare. It took three weeks to get service with almost a dozen calls and the company even sent me out of town to pick up equipment at locations that did not exist.

The employees have always been courteous on the phone, but no one EVER does what they say they will do. I even had someone lie directly to me stating one thing and then a couple minutes later doing exactly the opposite. Additional charges were added to my account which I contested. An associate wrote up my situation and I was told it was forwarded to the department that reviews and handles grievances and adjustments. I would then be contacted by March (it takes that long to be processed) of the results.

As of late April I had not heard anything about my grievance and called to cancel my account because we were moving. The cancellation was placed, but the agent had no idea of the status of the grievance and my account still showed these charges were due. A month later (the end of May), I received another bill for the additional charges as well as the ongoing monthly charges. I called once again and was told the cancellation was written up but for whatever reason it wasn’t processed. She then cancelled the account and sent me a confirmation. When I asked about the additional charges she said there was nothing filed on my behalf that she could find. After being on the phone for another hour she was able to remove those charges that no one else could previously.

We are now in Mid-June and I received another bill for monthly charges as though the account was never closed! Even with a cancellation confirmation then did NOT close my account and are continuing to charge me. I believe I actually over paid them one month but at that point just wanted to end my association with Frontier and paid May’s charges. (service is a month to month, no contract. I cancelled the end of April and confirmed with the agent that I would not owe for May).

This has been the worst experience I’ve ever had with a company. I have completed several surveys and stated my frustrations with them but obviously they don’t do anything with them. I rather doubt anyone even reads them.

I would greatly appreciate your help to get this account closed and all charges reversed as I don’t want this to affect my credit – especially when it’s false.

I have a billing issue with Frontier that has only partially been resolved by their customer service.
Timeline of Events:
JANUARY 2020 – Received bill which was slightly higher than normal (had one $2.49 charge for 411 which was result of first equipment failure).. I didn’t notice the additional charge and paid in full (auto-pay)
FEBRUARY 2020 – Bill was normal charges. Paid in full with auto-pay
MARCH 2020 – Received bill that was approx.. $75 more than usual (over 3x the normal amount) so I called Frontier.. Rep could not figure out what the additional charges were so he requested a credit be issued to my card since the payment had already gone through with auto-pay. He said this would take up to 30 days. I never received this refund.
APRIL 2020 - Received bill that was approx.. $120 more than usual (over 4.5x the normal amount) so I called Frontier again. The Rep said this was being caused by 411 calls and she would block the number and refund the charges. After this call, my account online showed the credit for the calls. Once she blocked the number, the line started auto-dialing 911 and police were sent out to our house on multiple occasions. At this point I called Frontier 3 times to get a technician out.. the first two calls were unsuccessful because the rep couldn’t understand how this was a Frontier problem. About 10 days later a rep came out to look at the equipment and said there was no issue (even called us “crazy” to his colleagues because he thought he was on mute).. so we pushed again and escalated.. the technician then went out to the main hub for our neighborhood and discovered corrosion on the connections there. He replaced them along with some connections at our house unit. The technical problem was solved and the number stopped auto-dialing 911.
MAY 2020 – Received my bill and was charged an additional $9 for auto-dialed 411 calls that occurred at the start of the billing cycle before the technician fixed the issue. However, the credit I was previously granted in April was not applied and I was charged in full.
JUNE 2020 – Received my June bill to see I owed the normal amount and again the credit was not applied and had actually been removed by manipulating the amount owed on the previous May bill. All the additional charges from January through March we re-applied to the current bill so that the credit could be cancelled out. I spent 2 hours chatting with a Frontier rep on June 17th to resolve this. The Rep was only able to re-apply a partial credit to my account and was not able to provide a refund to my card which made me nervous given the bill manipulation that occurred on the May bill. The refund also did not include all the additional percentage based surcharges and taxes I had paid due to the additional charges which nearly tripled them on each bill where the charges were applied (March, April, & May). This included state, federal, and Frontier mandated surcharges and taxes.
Overcharge totals: For the 2019 year, my phone bill has ranged from $34.32 to $35.05, for a rounded average of $35 a month. Note: this line is only used by and connected to a property gate. It only calls the local house numbers programmed to allow entry to our private road to two properties. This line is not assessable from or connected to our house, and cannot physically be used to dial out (other than the 1 number that is programmed). Our Gate technician looked at our system during this issue and confirmed no issues with the gate equipment or call box. We had also disconnected it during the issue to try to stop the auto-dialing (but this did not work).
With an average of $35 a month (based on previous year), I was overcharged the following (which would include the tax and surcharges that resulted from the additional charges)
May - Overcharged ~$8.50
April - Overcharged ~ $120
March - Overcharged ~ $74.50
January - Overcharged ~ $2.50
Total Overcharge, Approx..: $206.00
Credit Supposedly Applied to Account on 6/17: Approx. $186.00 (Customer Service Rep was unable to refund additional taxes and surcharges that resulted from the auto-dialing frontier equipment failure)
Difference of: $20.00
I know $20 isn’t much of a difference, but it is the principal and time I have lost to push this company to do what’s right and actually fix and resolve an issue completely. I also think this company needs to thoroughly investigate what happened with my May bill.. this was not a “system error”.. someone intentionally re-applied all the previous charges since January to cancel out the credit I was previously given. I was never notified of this and there should be controls in place that prevent this type of fraudulent activity. The accounting team shouldn’t be able to re-apply charges that were previously charged and closed out. The fact that this occurred is scary and validates an investigation

Frontier knows this area was covered by ***.
Frontier knows *** was selling routers to customers to avoid rental charges.
Frontier deliberately does not provide any router to Texas customers unless they explicitly ask for one but charges all customers regardless they provide a router or not.
Frontier knows all *** routers are 100 % reliable and compatible with Fios Network because it is actually *** built FIOS network.
Frontier has claimed it charges the fee because non-Frontier routers cause "increased complaints and more difficulty with troubleshooting."
Frontier also said it "cannot support or repair the non-Frontier equipment,"
so it's charging $10 a month despite not providing support for non-Frontier routers.

BILL: https://www.congress.gov/bill/116th-congress/house-bill/1865/text
According to this bill turned into law on Dec 20, 2019 Frontier had to comply latest by June 20, 2020. Frontier used its Corporate Lobby to postpone effects of law by another 6 months up to Dec 20, 2020 in hope it will use its influence to cancel this law meanwhile using its lobbyists.
The excuse to get extension from FCC was so called negative influence of Covid-19 on its activity. In fact Frontier had deployed multiple projects during this period including a project which explicitly remove CSR ability to waive Wi-Fi rental fee - a feature which was available to CSRs before January 2020. In fact Frontier deliberately misinformed FCC when stated it "needs longer development activity to comply". because Frontier has a system usually know in industry as "Product Catalog" which allows to add/remove campaign discounts and fees at its discretion any time with immediate effects on entire population regardless of market zone.

In addition Frontier does not waive late payment fees due to COVID-19 opposed to existing regulations.

In October 2019 a Frontier technician came to my house to upgrade our internet to 200/200. He stated he would need to run an Ethernet cable to the router/modem but with no mention of charging us. I assumed it was part of the upgrade package and as I said, I was never quoted or informed of any charge. On November 1st 2019 we received a bill for $179.92 for the work this technician performed. Needless to say this was a huge surprise. I escalated my concern through Frontier who has a board to review these types of concerns. I didn't hear any decision on my concern until 6-16-20 when I called to inquire on this yet again. Please note I have called many times over the months only to be told is is still under review. As it turns out, yesterday I was informed it was denied back in December 2019. Very disappointing. I would have ran the Ethernet cable myself as I work in IT had I known they were going to charge me.

I initially started internet service on March 17 with Frontier. My contract was month to month. My account number is ***. I called on Thursday, June 11, 2020 to cancel my service since my business is now closed. I was told I could not cancel and if I did I would be charged a $297.00 charge. This was a month to month contract and when I tried to explain it to the customer service person, he stated that they had a verbal agreement that I would pay this if I canceled. He then informed my that he would need to "pull the tape" and review it and that he could not cancel the service. He also stated I would hear back on Monday morning via email. I have emailed the customer service rep and tried to call with no response. Also, I have a credit on my account of $55.98 that I would like credited back to the credit card since I am no longer using this service.

I ordered the service by phone of speed 100 with Frontier, they come and installed only 10 of speed which is not a service they even have. I called right away to complain and get the speed I was promised and they told me to wait 2 days to do it internally as they did a mistake creating my account. I called next day and was informed that due to the "cover" they couldn't do 100, not sure what that had to do. I canceled the service that day and got it from another company. Now I got an invoice of $45 for the month service that was wrong and didn't even used. They claim I used it for 2 days and they don't prorate, but I followed their instructions on waiting 2 days for them to fix their mistake. Once I was told I would not get the speed needed, I canceled and got the service from other company. I want the fee to be waived as is not what I ordered, and I used it for 2 days following their mistakenly directions.

I had to get internet service hookup in my parents home do to distant learning and my mom being able to work from home. They refuse to refund me my installation fee knowing that where the box was it was not a good spot for the house. I had to hook up all the connections inside the house due to the tech not being able to come into to the house due to the coronavirus. The tech stated someone would have to come back and fix it at a later time. When I called and stated I wanted a refund for the subpar work the tech did they stated they would send a tech out to hookup something and it would cost me $75 to do so.

On March 19 I had an appointment with frontier communications at my home. Frontier failed to show up at residence to install wiring and deliver equipment. However an account and service with all set up fees had been billed. After multiple calls to reconcile this differance, they have now sent me to a collection agency.

I have been a customer of Frontier Communications for over 17 years. The last few years have been difficult because I would try to work from home and could not due to the internet being off, down or so slow that you could not log in. I was paying for Broadband Max and only getting 2.4 MBPS. After calling and requesting many times to have them fix the issues for the last several months, I decided to take their customer service person's advice and go with a new provider. I addressed this in a letter that I sent over the chat box with a representative who read it, acknowledged it and didn't log my chat.
Today, I called and asked to have my service cancelled- this includes phone and internet. The representative told me that I have a zero balance, after she adjusted a $9.00 late fee from Feb. that was already supposed to be removed. Then she explains that on the website there is a $9.99 fee to disconnect service. I told her that she needed to wave that fee as well. I have not had any internet for the last two days. She said the fee stands because the new company called them and said to cancel the account and I was supposed to call. I was calling. I also was on the phone with Frontier as the new company was coming to install their product. She explained that I had to mail them the router and do it before July 16th and pay the $9.99 fee. I will be glad to return the router even though I will have to drive 10 miles to take it to a UPS drop off. However, I do not feel that I should pay them any more money. They can wave the fee and it states that online. I just looked it up and have included it here at the bottom. I was not told about this fee until today. The customer service person on 6-16-2020 said she was confirming a zero balance but I would get a bill. This has gone on long enough. As a teacher, I should never have to drive 8- 10 miles to log into internet at a school, in the parking lot so that I can submit grades or speak with a parent about a students progress, This is not acceptable.

I had new internet service started on June 6, 2020. Frontier service was disconnected at my home and new internet service was installed. So there was no Frontier service coming into my home as of June 6, 2020. Didn't get around to calling Frontier to close account until today June 16, 2020. I was told in order to close my account I would have to pay a $9.99 service fee PLUS $75.39 for service charges for 6-13-2020 through 7-12-2020. I tried arguing that I should only be responsible for 6-13-2020 until tomorrow 6-17-2020 when service is disconnected at their end. So, to end my service it's going to cost me $85.38. $85.38 FOR NOTHING! I spoke to two different agents and was basically told I had to pay it-no way around it and I could not speak to anyone above them. This is robbery! Why should I pay for nothing? I want my account closed and I do not want to pay to get away from their terrible service.

In the month of March, my oldest daughter moved out with her boyfriend and took the internet service with her. I was forced to start shopping around for internet service. Frontier Communications seemed to be at the time, like my best option so I went ahead and started the process of applying. I was asked to put in a deposit of $38.00, which I paid on March 5th. The sales representative told me I could choose self installation and that would save me $75.00, so I went ahead and picked that option. They supposedly put in an order to mail the equipment to my house. Three weeks later, the whole COVID-19 situation was picking up so my employer sent me home to do remote work. Here I am without internet service, using my phone's limited wifi to try to complete my work while waiting for Frontier's equipment to set up my service. On March 30th, I decided to call Frontier because my son was supposed to start distance learning on March 31st, to see if they could give me a date of when my equipment was going to arrive. To my surprise, the order for the equipment to be mail to me, was never submitted so if I didn't call I would still be waiting on the equipment. As you can imagine I was very upset at this point so I asked if I could have a technician coming to the house instead of waiting another two weeks to see if the equipment arrived. The sales person, very rude lady, without further explanation, placed an order for a technician to me to my house. On the date of the appointment, the technician, a very nice man, came in earlier than scheduled, very concern and sorry and told me: "I am so sorry, I am not sure why they put your order through but we don't offer services in this neighborhood, I just wanted to come in earlier to let you know" I was shocked and upset at the same time. I couldn't believe this company could play people like that. I asked the technician if he was going to cancel the order and he said, don't worry I will call them right now and cancel the installation. Because I was so upset, I called Frontier right after the technician left, to make sure they cancelled my order. The lady on the phone said, the technician called and cancelled the order. A few weeks later, I get a bill on the mail saying I owed them $122. April 22, I called them once again, furious, and after explaining everything to two different people, I finally got a lady that said she would take care of everything and they would even refund my deposit. Didn't hear anything from them until last week when I got another bill, this time for $99 saying that my account was going to be sent to collections. I am so frustrated right now, I can't even explain it. I NEVER got service from Frontier Communications, ever, and they are charging me and threatening with sending my account to collections! Please help, I really don't feel like dealing with these people anymore

I called Frontier Communications in Aug 2019 and gave them my name and shipping address. They sent me a self-installation start-up kit and modem for internet. When the modem arrived, I realized that it was a DSL modem that required a landline phone connection. To be clear, the Frontier representative as so eager to recruit me as a customer, he didn't explain that the modem required a phone landline connection. My apartment doesn't have a landline phone connection, and my apartment complex wanted me to pay to have the connection installed. I didn't want to spend this money, so without connecting the DSL modem, I called Frontier. Frontier said they would send me a shipping label to return the modem. The shipping label never arrived. Assuming it was their responsibility to get me the label, I simple left the modem in it's original packaging in my closet. Some time later (I think approximately Jan 2020), I received a notice from a collection agency stating that I owed Frontier Communications $93.12 for services. I called Frontier Communications and after discussion with them, they assured me that the collection notice was a mistake since they hadn't provided me with any services. Frontier Communications told me that they would resolve the issue with the credit collection agency. I didn't hear anything more from Frontier Communications until I applied for a mortgage pre-approval on June 12, 2020, and I was declined. I investigated and discovered that since March 2020, the credit collection agency had reported me to the major credit bureaus as delinquent. I called the credit collection agency and disputed the claim. I called Frontier Communications and I was on the phone for >12 hours without resolution of the situation. On June 15, 2020, Frontier Communications refused to accept my dispute that I submitted through the credit collection agency. I have reached out to two lawyers, but at this point I don't know what's best for me to do. I need to fix my credit score, and also, Frontier Communications should be punished for their fraudulent billing. Regards, ***.

I called to sign for internet services with Frontier the last week of April 2020 and since then I have contacted them every week because the internet keep losing connection. A technician has come out twice the week of June 1. 2020 and was working each time he left but after coming home in the afternoon its disconnected. I have spoke with a supervisor a couple of weeks ago and she was to give me a months credit on my bill but its now going on two months and I am receiving bills but I am still not able to use the internet like I should. When it goes out I have to un plug it from the wall and plug it back in. This is unacceptable and I have previously paid for connection services. Can you be of any assistance?

I had a landline installed. I called several times the day of install to tell them phone was not working. No offer of tech support was provided to inquire as to whether or not I was receiving a signal outside of the house. I was told a tech was to come out the 5 days later and that at that time if I needed to add the inside line service to my account, I could. No mention of an additional charge was made. I was already being billed $90 up front for install and service. The service tech came out, was rude to me (i said good morning and his response was "how do I get in your yard, with an annoyed tone", I said "you're not very friendly, because he was so unpleasant, he said "look who's talking") and spent 5 min. here telling me I had service to the outside box on 2 feet from my front door. The tech. said he could not come in and left after 5 minutes of being here. A wifi tech came out this past weekend and said that all the Frontier tech needed to do was bring a wire into the mud room so I would have service inside the house. The mud room had no personal items, no furniture and technically there is another front door to the house leading from the mud room. This tech refused to do anything and left. He said I could string the wire through my front door. I am renting, my landlords said to use my cell phone. So I had a phone cord wired outside of the mud room door to the outside box.
The wifi tech was shocked that the Frontier tech. provided such crappy service and left me in that situation. He said the guy could have made a small hole in the wall where other wires are already entering the mud room and at least brought the wire in for me, he could have done this without even entering the house.
After the wifi guy came out, I decided to cancel the landline., The girl I spoke to top at Frontier was aghast when I told her how the. tech, treated me and that was why I was cancelling. She told me that he charged me $80 some odd dollars for that service call. She then told me to call on Monday to dispute the charge. I called was on the phone 45 minutes. and was told be a representative and then her supervisor that because the charge had not been billed yet entirely, that I have to call back and yet again go through this all over again. He said and even then, you can request a dispute, but there is no way to tell me if it will be granted. This is so far out of the realm of decency, I cannot believe this company gets away with this, charging people and not telling them there is going to be a charge and the rest of what I have said here. Please help me. Thank you.

Returned equipment (2 cable boxes no longer needed) with UPS labels provided by the company. Delivery back to Frontier was confirmed as delivered late January 2020.
March 2020, was still receiving alerts that we had "outstanding returns" not completed.
Called Frontier Again, they confirmed receipt of equipment and said we can expect credit on our account.
June 2020, charged additional $200 for same equipment they already acknowledge receipt of on 3 separate occassions.
Keep being told to wait 72 hrs to resolve matter, and months later, same charge resurfaces on the account.
Employess are never able to resolve, and managment at this company makes themselves unaccessible by the public, no follow up, no resolution, and no communication with anyone in managment, nor are the employees accessible to customers empowered with resolving any matters.

I was a subscriber to Frontier Communications Fios Triple play bundle (TV, Home Phone, Internet) package. On March 27, 2020, I called Frontier to cancel my Home phone and Cable(TV) subscription and only have Internet as my subscription from that point on for about $71 a month. I checked later that day of March 27th, 2020 and the cable was already cut off. The next day of March 28th I checked my home phone line and it was still ON. I called Frontier and was told it may take a few days for a Technician to come out and physically disconnect the line but the Frontier Customer Service agent told me don't worry and I could still use the phone because of Covid 19 it may take awhile. My wife used it once a day to call her elderly mother back In WV each mourning to check up on her as she always did. Well come May of 2020 and I get a Bill from Frontier for $718 which included over $508 in Long Distance charges that I was NEVER told that I would incur. I called Frontier in late May about this and the Customer Service rep also agreed that I was not told I would incur these charges from a third party provider and tried to have them removed. To no avail, Frontier still collected from me the $718 bill. I was NEVER told of these charges and I explained to the Frontier rep I have a cell phone and could have made the calls for free, why would anyone rack up $508 of Long Distance charges from some Third party provider. The original Frontier Associate Never told me if your pick up your home phone this would have happened. I assumed it was still under my original plan. I would think they would have to WARN you of these potential massive charges. I just got my recent bill and it also had another $86 dollars of Third party charges that I never agreed to.

My 2 year contract expired on 6/5/2020. I called several days earlier to find out what my new rate would be. The guy I spoke with said I had to wait until 6/5/2020 as it would not let him see any prices for me yet. I called back on 6/5 or 6/8 and they told me it was going to $174.52 from $143.94. I contacted another provider and terminated the contract on 6/10/2020. When I called today they told me I was responsible for the entire bill as they do not pro-rate the final bill. So even if I would have called on 6/5/2020 I would have already been into the next billing cycle. Noone there told me I was going to be charged for an entire month from the first time I called until I called back to cancel. The contract states "No partial month credits or refunds will be provided for previously billed service subscriptions." So basically I am having to pay $174.56 for 5 days of service.

cancelled service 05/29/2020 and told bill paid in full until 06/08/2020 but and will not prorate and $9.99 disconnect fee. Confirmed X3 what balance would be. Received email stating balance of 68.00 due. Call was told by supervisor Joseph on 06/14 billing is from 5/10-6/10 plus $9.99 disconnect. Very poor customer service.

In tryptophan disconnect services they assured me my services were disconnected and they would send me boxes to return the equipment. I questioned if this was the only way to return their equipment and they said yes. After two weeks I didn’t receive the boxes but I received a bill. I called them and told them I have a confirmation number for my services cancelled and I never received boxes to return my equipment. The person said they see everything in the system and will get it corrected and get the boxes out to me. Two weeks went buy and no boxes. I called again and the person I spoke to said he sees all the times I’ve called and he was going to get with a Manager and get this corrected immediately and get the boxes to me. While waiting for the boxes I got another bill now it’s over $300. And no boxes. A friend told me she saw a Frontier store where people were carrying in their equipment. I grabbed all my equipment (That hasn’t been used in months since I was with another company at the time I initially shut off services) and drove to that store. When the person pulled up my account it still was not shut off. She shut off my services and scanned in all my equipment!
I continued to call Frontier to cancel that bill and the next thing I know It was sent to collections and they said there’s nothing they can do once it’s sent to collections! It’s fraud! I called the collections company and they said there was nothing they could do but I needed to pay it. I told them Fios sold the a fraudulent account, I don’t owe it and they are fully aware. FRAUD FRAUD FRAUD