Frontier Communications Reviews (4127)
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Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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I have contacted Frontier Communications about this issue many times over the past two years. My issue that in all that time they have been unable to provide me with the same service that the rest of their customers have which is simply pay my bill online. Apparently they have a glitch in their software that will not allow me to pay my bill online. I have to write out a check every month and waste my time mailing it for no good reason. The bigger issue now is that I have had it with that and called on July 8, 2019 to cancel my phone service which by the was is the ONLY service I have with them. They expect that I should keep my service in use until July 24, 2019 and pay for 2+ weeks service I don't want. They, including a supervisor, have no interest in finding any other resolution.
Frontier CommunicationsThank you for referring the complaint of
Linda *** to our office for review. We
appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms. stated she called to cancel her phone service and was told
her service would be active through July 24, 2019Frontier has investigated the above
statements and offers the following response:Frontier records show that a disconnect service order, ***, was written on July 8, 2019 with a due date of July 24, 2019.Ms. has been advised that Frontier does not prorate the final billing.On July 11, 2019 we called Ms., acknowledged this case and reviewed the above information.Ms. is not satisfied with Frontier’s policy.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced because of the
above matter.Frontier Specialist: Sandi B. Department:
Executive Relations
I cancelled my service with Frontier Communications on 02/22/2019 which was 14 days in to a 28 day +- billing cycle and am being charged for a full month ($241.60) instead of 1/2 month (approx. $121). I have spoken disputed the bill with customer service 5 times over the previous 4+ months with no results on the disputed bill which has now gone to collection. Please help me resolve this problem as I would like to pay the correct bill and not for services that were never rendered.
Frontier CommunicationsThank 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 cancelled his service with Frontier on February
22, 2019. The customer was billed for a full month.The disputed account has been sent to an outside collection agency.Frontier has investigated the above
statements and offers the following response:Frontier records show that Mr.’s account was disconnected on February 22, 2019 via a port-out purchase order. The customer’s account was billed for a full month and sent to an outside collection agency on June 16, 2019.On July 8, 2019 the customer’s account has been issued a credit of $112.75. The *** will be notified of the credit and they will update the credit report.An email with the account breakdown along with contact information will be provided to Mr..On July 11, 2019 we called Mr., acknowledged this case and reviewed the above information.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced because of the
above matter.Frontier Specialist: Sandi B. Department:
Executive Relations
They gave me a window from 9am-1pm to set up my new service. I took off work so someone over the age of 18 would be here during set up. It’s now 2:30pm central time and no one has bothered to show up or even call. I lost an entire day of money that I needed to make in order to feed my family and pay for their terrible internet service. This is unacceptable and I definitely feel like my install fee should at least be waived for my loss of money that I could have made working today.
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 set up an appointment with Frontier to have internet service installed, but the technician did not show up at the time that had been agreed upon. Ms. advises that Frontier should issue a credit to her account. Frontier has investigated the above statements and offers the following response:
Frontier advises that the technician was unable to arrive on time for the appointment because he was routed to another job at the opposite end of the county.
Frontier advises that the installation of the internet was completed on July 11, 2019.
Frontier spoke with Ms. on July 12, 2019, confirmed that her internet is working, and advised her that she will get a credit for the missed appointment.
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.
On June13, 2019, I contacted Frontier Communications to set up a date for a tech to come to my home to upgrade my internet service. Date for a tech to come for service to be worked on was set for Monday, July 8th 2019 between the hours of 10:00am - 2:00pm, I was told that the tech would contact me before they arrived at my home, I then advised them that I work nights and sleep during the day and if they could not reach me on my cellphone to contact my wife and gave them her cell number in addition to my own. On July 3rd 2019 I called Frontier to confirm that everything was still set up for a tech to come to my home on July 8th and they assured that everything was planned as scheduled. On Monday, July 8th I waited all day after being up all night from work the previous night waiting on a tech to come. At 3:00pm an hour after the alotted time they said they would be here I called Frontier to see why no one showed and sat on the phone with them being transferred from person to person for almost an hour and ultimately was told that my service order had been cancelled without notice because the high speed internet I was supposedly paying for and ultimately did not even have and had requested to be upgraded to did not exist with Frontier Communications. They should have called me and told me this so that I would not have stayed up all day and went to work without sleep for nothing! Poor customer service! False advertisement!
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 he is being billed for the upgrade to his internet on a cancelled order.
Frontier has investigated the above statements and offers the following response:
Frontier records show that Mr. ordered an upgrade from Broadband Max to Broadband Ultra on June 13, 2019 with a due date of July 8, 2019.
On July 5, 2019 the order as notated that there were no available ports for the upgrade and that the dslam is capped for new service. The order was placed on hold for contact with the customer.
Frontier notes reflect that Frontier did attempt to contact the customer, unsuccessfully, several times.
Mr. is receiving Broadband Max and his rates have not changed.
Mr. account has been suspended for non-payment since July 16, 2019.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. Williams may have experienced as a result of the above matter.
Frontier Specialist: Donna M Department: Executive Customer Relations
I ordered service and when I ordered service the sales agent didn’t inform me of the insulation charge. The technician was supposed to come out and never showed up at the time they told me he was supposed to so I called them and they told me he was go be late. Well I get a text message towards the end of the day saying he wasn’t go come to the next day after I done missed a whole day of work waiting on them. when I get the bill I see a insulation charge for 75. So I called them to ask them about it and they told me it was waived to call back after 3 days cause the account is new. When I call back I just keep getting the run around and getting lies from all of them saying call back in couple days or so. It’s getting very old and I’m tired of wasting my time with them
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 the $75.00 installation fee was not disclosed to him.
Frontier has investigated the above statements and offers the following response:
Frontier records show that Mr. was credited the installation fee of $75.00 on July 10, 2019.
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 am a loyal Frontier customer and have been attempting to resolve a billing discrepancy but to no avail and leave this as a last resort. My last 3 billing amounts were $25.98 on 4/30/2019, $51.65 on 6/3/2019, and $80.98 on 7/1/2019. Sometime after June 3rd I made a call to see why my bill was overcharged. The representative stated that the contract had expired but would set me up on for automatic renewal. He also stated the overage would be credited towards next months balance. Adversely instead of expecting a close to zero balance due for the month of July I was charged $80.98. I have since been calling to try and remedy the issue but seem to be getting the run around being directed to different departments and eventually being told that they could not honor that after the fact of a representative already stating it would be.
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. states that he has a billing dispute with Frontier due to the previous plan term expiring. Frontier has investigated the above statements and offers the following response:
Frontier worked with Mr. who agreed to a new twenty-four-month plan that provides a discount. He was advised, that if cancelled prior to the term end he will bill early termination charges for the remainder of the plan.
Frontier issued applicable credit.
Frontier spoke with Mr. on July 25, 2019 and advised the above.
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.
My fiance and I purchased a house where the only internet option being frontier. He originally opened the account and later via a 3 way call, authorized me as a user for the account. Original installation date was March 6th. He waited 12 hours at the house. They were a no call no show. He called 3 times during the 12 hour period and each time the customer rep said the guy was running behind but on his way. He calls several more times after and no one at frontier scheduled another appt. The installer randomly stopped one day without a confirmed appt and ran a line from the utility pole to the house and coded it as install complete. In the meantime since April we have gotten a monthly bill for phone and internet that we do not have. Each month I call and they fix it. In may I spoke to someone again and she adjusted everything and there is a pending ticket to fix the issue which has still not been resolved and we have next been contacted. They never sent a bill in June and today July 8th I receive a bill for 2 months and late charges. I called and it immediately defaults to the collection department. The rep refused to discuss the bill with me stating I am not authorized on the account. I have been handling this for months so I am now confused how my information got lost in their system and I am no longer on the account. This is the most ridiculous company and customer service I have ever experienced in my life. How are we continuously getting billed for service that doesn't exist, how has someone not come out to fix and hook up the service after months of complaints, how does my information get lost, how doesn't anyone at this company know how to do anything at all???? At this point we are about to submit everything to an attorney and file legal action if they cannot resolve this at a local civil matter. This is the worst company to deal with and I would never recommend them to anyone. Even their own employees agree the company is terrible and dont use their 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. was billed for Frontier services that were not installed. Ms. would like the service installation to be completed. A Frontier technician installed the line from the utility pole to the house and flagged the service installation as complete. Ms. would like the charges reversed and the service installed. Frontier has investigated the above statements and offers the following response:
A Frontier technician was unable to complete Ms.’s install due to the unavailability of lines needed for installation.
Ms.’s service order was sent to completion, before the installation was completed.
Frontier has scheduled an appointment to complete Ms.’s installation, however there is a pending order in place to terminate the account.
Frontier will issue full credit to Ms.’s account.
A Frontier representative reached out to Ms. to advise that credits will be issued and provided a contact number for further assistance if needed.
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 was with Frontier Communications and cancelled my service in June, 2019. They make you pay your full month's bill (not prorated) on your final bill (that's not what my concern is about but is related). Once my final bill was processed, there is now a credit on my closed account over $100. I called their collections department (not sure why that dept handled refunds since I've never been in collections) and was told it would be 3 pay cycles plus 21 days, (in other words 4 months) for the refund to be issued. They said it was their "process" and to ensure equipment was returned. The equipment has been returned (sent *** per their instruction) and received by them already...I have the proof. They still said it would be the same time period. The equipment being received and the billing are 2 separate issues and they should not be holding that refund for any reason or take their time for processing for that time period for issuing a check back to us. It's unreasonable. They certainly don't wait for 3 months to begin charging their customers for new service so why would it make any difference on the back end when service is cancelled? 30 days would be reasonable..4 months...unacceptable. They aren't entitled to hold this money that isn't theirs for that length of time.
I was with Frontier Communications and cancelled my service in June 2019. They make you pay your full months bill (not prorated) on your final bill (that’s not what my concern is about but is related). Once my final bill was processed, there is now a credit on my closed account over $100. I called their collections department (not sure why that dept handled refunds since I’ve never been in collections) and was told it would be 3 pay cycles plus 21 days, (in other words 4 months) for the refund to be issued. They said it was their "process" and to ensure equipment was returned. The equipment has been returned (sent *** per their instruction) and received by them already...I have the proof. They still said it would be the same time. The equipment being received, and the billing are 2 separate issues and they should not be holding that refund for any reason or take their time for processing for that time for issuing a check back to us. It’s unreasonable. They certainly don’t wait for 3 months to begin charging their customers for new service so why would it make any difference on the back end when service is cancelled? 30 days would be reasonable... 4 months... unacceptable. They aren’t entitled to hold this money that isn’t theirs for that length of time.
Mr.’s service was activated on June 20, 2013 and deactivated on June 8, 2013.
Mr. billed $30/digital Voice, $5/FIOS 50/50 Data, $11/DVR, $10/Quantum Enhanced, $11/HD Receiver, $98.98/Extreme HD TV ($165.98) plus taxes and surcharges monthly.
Mr. has a credit balance in the amount of $108.57.
Frontier records reflect that Mr. called and spoke with a Frontier customer service agent on July 8 and the agent advised that the refund would take 3 billing cycles plus 14-21 business days to receive.
As a courtesy, Frontier will process the refund and Mr. will receive it within the next 7-10 business days.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Commission in closing this complaint.
On 5/30/19 we called Frontier to cancel our landline phone service. We also have internet service with Frontier. We were only canceling the phone service and planning to keep the internet service. On 5/31/19 Frontier closed our entire account which turned off our internet service. When we called to bring the error to their attention they apologized for the error and said the internet would be back on shortly. The internet was never turned back on and after numerous phone calls with customer service we were finally told they couldn't reactivate our account and we would have to be signed up as a new customer. We were also told they no longer offered the internet plan we had. We agreed to sign up for the 50/50 internet plan but they told us a tech would have to come out to set this up.
On 6/3 a tech showed up stating he needed to change out all our equipment in order to set us up with 200/200 internet plan which we never agreed to. The tech with Frontier was told we do not want 200/200 and we only wanted 50/50, The only thing the tech did was make a phone call to activate the 50/50 internet plan which turns out they could have done that on 5/31 from their office and we would not have been without service for three days and my job would not have been impacted as I work from home.
When our first bill was received under the new plan we found out we were being charged $75 (split over three bills) for the tech coming out. We were never told there was a $75 charge for this person to come out and also our account being closed was completely a Frontier error and this fee should be waived. Also, it was not necessary at all for a tech to be sent because they could have turned our internet back on at their office for the service we wanted. They were trying to force us to get on a plan which was much more than we needed.
I chatted online with Frontier customer service regarding the fee and after escalating to a supervisor was told what happened with our account was their error and we should receive a refund for the first installment charge of $25. She supposedly put in the request for the refund and we were supposed to see on our next bill. Well as is my experience will all billing at Frontier we did not get the credit on our next bill and were charged the second installment charge of $25.
Also, in my online chat I asked for the new customer rate of $29.99 for 2 years for the 50/50 internet plan. Since the closing of our account was not our doing and we were forced to sign up as new customer I think we should get this rate. We were told no because we had not been gone for more than 30 days as a customer. Again something else they should be waiving since they screwed up.
Thank
you for referring the complaint of *** and *** to our office for
review. We appreciate them bringing this
matter to our attention.In
the complaint Mr. expressed concern regarding his request to remove
telephone only, maintaining the internet. Additionally, the customer is seeking the $75.00 installation fee
removed. He is also requesting the
internet 50/50 at the monthly rate of $29.99.Our
records indicate Frontier received a request to release the telephone number
425/224-4596. The date negotiated
between Bandwidth.com and Frontier was May 28, 2019. On May 28, 2019, the order processed, and the
telephone was ported to the new provider. Any remaining products on the account are deactivated, if prior
arrangements are not made. We were
unable to locate an order requesting the separation of the telephone and
internet service. An order to separate
products would have circumvented the cancellation of the internet service. The new provider should have instructed the
customer how to proceed without losing all services.On
May 31, 2019, a new order was processed to install internet only. The order completed on June 3, 2019. The customer began billing for internet only
on June 3, 2019, at the rate of $55.00 per month for the 50M/50 FiOS
service. The customer was charged a
$75.00 installation fee, which was divided in three installments of $25.00
each, a router fee of $10.00, bringing the monthly rate to $65.00 per month,
before taxes. On
July 23, 2019, the customer was credited $75.00 as a courtesy for the
installation fee. We are unable to apply
the 50M/50 internet for $29.99 to that account, as his account is not a new acquisition. This is a new acquisition rate. Customer receive improved rated when services
are bundled. We
sincerely apologize for the inconvenience this matter has caused. Should Mr. wish to discuss this matter
further, I can be reached at 844-320-4445 EXT 111-3143.Thank
you,Felicia
T***Executive
Customer RelationsFRONTIER COMMUNICATIONS
Frontier continues to bill me $336.68 for equipment which they said was not returned. I returned the equipment back on January 23,2019 and have proof of delivery. I've called Frontier customer service on a monthly call to resolve this issue. Each time they acknowledge the receipt of the equipment and assure me that the billing error will be corrected. I continue to receive the monthly bill for $336.68 and we start the process over again. Last month they sent the bill to a collections company "*** of CT." I contacted them on 6/3/2019 and provided proof of my story. They said that they would research the issue and get back to me. It is 7/7/2019 and I have not heard from them. My Frontier acct. # is ***-5
Thank
you for referring the complaint of *** to our office for review. We appreciate your bringing this matter to
our attention.A
review of the account determined the customer returned equipment via UPS on
January 15, 2019. Proof of Delivery
indicates the equipment was delivered on January 23, 2019. The equipment has been flagged as returned. The
customer has been advised a revised bill will generate with a zero
balance. Additionally, a request has
been submitted to have the account recalled from the collection agency. The customer has been provided with direct
contact information (contact number and email) in the event further assistance
is needed as it relates to this issue. We
trust this information will assist you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I will consider this matter complete upon receipt of a statement indicating a zero balance and a verification that the claim is dropped by *** of CT.
Regards
Frontier discontinued my service in 2016 but kept billing me for atleast 6 months. I never paid these bills and was able to fight most of them however I still have a remaining balance of 101.00$ I have contacted them many times over the past 3 years but they will not help me and hang up the phone.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. advises his service was discontinued in 2016 but was billed for 6 months after disconnecting service.
Frontier has investigated the above statements and offers the following response:
Records show on bill date November 19, 2016 Mr. was billed previous charges $211.29, payment received $0.00, balance forward $211.29, new charges $56.99, total due $268.28.
Research shows on November 18, 2016 Mr.’s service was temporarily suspended for non-payment.
Account records show service order 65797760 completed December 20, 2016 disconnecting service for non-payment effective November 19, 2016.
On closing bill date January 19, 2017 Mr. was billed previous charges $325.27, payments received through 01/19/17 $0.00, Balance Forward $325.27, new charges $98.81cr, Total amount due $226.46.
On Final bill date February 19, 2017 shows balance forward $226.46, payment received $0.00, balance forward $226.46, new charges $125.00cr (Deposit applied), total amount due $101.46.
Account research failed to locate any requests to discontinue service.
As of April 19, 2017 the account has been credit reported.
At this time, Mr. has a balance payable and due of $101.46.
We are confident that our response has been sufficient to address these issues. If Mr. has any additional questions, please contact Amy B, xt ***. We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
I have had fios internet with ***, which was bought out by Frontier, for years. I recently sold my house in Plano, TX and moved to Alabama. I called Frontier in May to have my service disconnected on May 15th. The lady told me I needed to return equipment to have my account closed. I explained to her that I purchased my router with ***, and therefore had no equipment to return. She could see that I was not paying a rental fee on my bill, and said she would file a dispute. She told me everything was taken care of, and I would receive one final bill in June. I thought this was weird since I pay for the service ahead of time. I received a bill in June and paid it. I have now received another bill in July so I called again. I was told that my service was never canceled and that I needed to return equipment. The lady helping me had loud music playing in the background and said she would cancel my service effective tomorrow and put in another dispute. Furthermore, she explained that it is Frontier's policy that there is nothing she can do about service not being canceled in May. She would put in another dispute, but did not know if I would ever hear from them. She told me I could expect to receive more bills for the next 90 days, and then I could call back again to see if anything was done about the dispute she put in. This is unacceptable in my opinion.
Frontier CommunicationsThank 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. is disputing his bill for services from Frontier.Frontier has investigated
the above statements and offers the following response:Upon further review it has been determined that Mrs. contacted Frontier on May 16, 2019 to cancel service.Frontier applied a credit to the remaining balance on the account.Please allow thirty to sixty days to receive a Closing statement which will reflect a zero balance.On July 18, 2019 Frontier contacted Mr. and advised of the above information. We trust that this
information will assist you in closing this complaint. We apologize for any inconvenience that Mr. *** has experienced due to the above matter.Frontier
Specialist: Bridget G. Department:
Executive Relations
I just got services installed with frontier on Wednesday and the internet has NEVER worked the installer left without even caring if we had internet not he took 4 hours to install it they didn’t come at the assigned time. I’m just really over it and I haven’t even started it.
Thank you for referring the complaint of *** to our
office for review. We appreciate her
bringing this matter to our attention.In the complaint Ms. expressed concern regarding getting new
services installed with Frontier on Wednesday and the internet never worked. Our records indicate the customer’s service was installed on July 12,
2019. The technician indicated he had to
work up at office and work with fast to get modem and VoIP provisioned due to
outage. All other work was previously
done. We sincerely apologize multiple dispatches were required to get the
service up and running. On July 25,
2019, Ms. confirmed the service is working.A credit of $65.01 was applied to the account, and Ms. was
notified.We sincerely apologize for the inconvenience this matter has
caused. Should Ms. wish to
discuss this matter further, I can be reached at EXT ***Sincerely,Felicia TExecutive Customer RelationsFRONTIER
COMMUNICATIONS
I canceled my service with frontier on 6/15/19 due to moving and the could not transfer my servers bu the still billed me for a month from 6/13/19 till 7/12/19 telling me we don't prorate serves but the made sure the it was canceled on that day so they want to bill me for serves that they did not even give me what is bs
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
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 Mr. has prepaid for services and is eligible to receive services through the end of bis bill cycles.
In July 2017 Frontier ended pro-rated credits. All customers were notified via bill inserts, bill messages and direct mailers. This information is also located at Frontier.com/termsandconditions.
Records show service order *** completed July 01, 2019 disconnecting service.
Records show Mr. bill cycle is the 13th of each month.
Mr. was billed on June 13, 2019 for services through July 12, 2019 totaling $65.33
As a one-time courtesy, on July 12, 2019 a credit was applied to the account in the amount of $65.33
We are confident that our response has been sufficient to address these issues. If Mr. has any additional questions, please contact Amy B, xt ***. We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
When I initially order my service I was given an install date and they called, but I have terrible cell reception (which is why I needed the service) so I stepped outside and called them right back within a minute of them leaving a voicemail and get no answer. I called 2 more times and it would ring once and go to voicemail so I had my husband try calling from work and no answer. They never showed up. It ended up taking over 6 months from the time I originally ordered to the time they finally came to install. About 2 months in I loose service and cal in, they have me reset my box and it would work for a few minutes to a few hrs at most and quit again and they would say it’s a known outage in my area and they’re working on it but had no estimated time frame for repair to be done. I kept calling and kept getting the same answers. Finally they said they’d send someone out to fix the issue. That took about another month, but finally it was fixed. I asked for credit for time I didn’t have service and they were supposed to have taken care of it, but never did. I called multiple times and every time no one sees any notes about it. Well fast forward a couple of months, I didn’t feel it was right for me to have to pay for service I didn’t receive, but I had gotten a letter saying my service was scheduled to be suspended over les than $10 and subject to a reconnect fee if not paid (still waiting for a refund at this point) so I go ahead and pay $25 to keep it on while they were supposedly getting this resolved. Well my service wasn’t just suspended, it was completely disconnected over less than $10. Well I call in and they said it was $24 that I owed still but I couldn’t pay it and gave it just turned back on. I had to pay the whole balance, which was a bill that wasn’t even due yet for a couple of weeks as well as the amount they were supposed to be refunding and then after I paid all of that I’d have to have a whole new account set up. They said they would escalate a ticket to have it resolved if I didn’t want to pay that amount. I never received a call, letter, or email - NO repsonse whatsoever from frontier so I assume they finally took care of it. Today, 3 months later I call back because I received a letter in the mail with a special price to come back all to find out that not only was there still a balance, but they sent it to collections. I paid everything except for what was supposed to be refunded and now without paying that amount I can’t have service again and instead of the $27.99 I was told in my letter I would actually have to pay $44.99 instead. If it weren’t for the fact that Frontier is the only thing available at my house I wouldn’t have ever done business with them in the first place and definitely wouldn’t have tried the second time. Nothing about this experience has been pleasant.
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 she never received credit for her time out of service. Frontier has investigated the above statements and offers the following response:
Frontier reviewed Ms.’s account and issued applicable credits due based on repair tickets found.
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 *** 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
I have canceled my account a few month ago but they are keep billing me and now it is being sent to collection agency.
I've tried to contact them several times and they supposed to give a credit back but it still showing that I owe them. I have a reference number which is last chatted with person who was for sure this will be resolved once the last bill is generated but as of today the account is still shows as past due.
Frontier Communications
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. advised that despite disconnecting her Frontier account she continued to be billed for services. Frontier has investigated the above statements and offers the following response:
Frontier has found that the Ms. disconnected her Frontier account in February 2019 but the billing continued until May 2019. Frontier has confirmed Ms.’s account is closed and have applied a credit to zero out the remaining balance. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
Frontier Specialist: Belinda S Department: Corporate Escalations
Bill unresolved since April 2019. Many phone calls and techs telling me it will be corrected and never is!
The Complaint states that:
Ms. advises that she is disputing charges for calls made after her phone line had been disconnected.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that credit was issued for calls in question on July 2, 2019.
Frontier advises that we spoke to Ms. on July 10, 2019. We advised of the above and her current balance. Direct contact information has been provided.
After numerous work order request to have service switched to New address and told that technician would be there, no service. Was told on two occasions to be at residence; no technician service rendered. Still being billed for full internet service even since I haven't had service in almost three weeks.
svc order *** was placed to get tech out. 7/11 Spoke to Mr. - he adv service is working. Adv I would make sure toos credit and $25 courtesy were issued.
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
Frontier Communications does not provided reliable internet services to anybody in my neighborhood. When you contact them either by phone call or chat on their website then do little to nothing to help. They supposedly schedule technicians to come fix our issues, but the technicians are notorious for not showing up. They have the worst customer service who has disconnected chat with me and hung up on my. I have spent HOURS trying to get these issues resolved and all anyone can say is "it is out of my hands" or "I don't know what the problem is". Every time I talk to someone the contradict what the previous person has said. It is just weeks and weeks of talking in circles, paying for services we that we never receive. I have asked for reimbursement because we are paying for a service we are not receiving but have gotten nowhere. The people in my neighborhood are feeling helpless and underserved and are tired of it, there is literally nothing we can do as we have no other internet provider option in our very rural area.
Frontier has investigated the above statements and offers the following response:
Frontier advises that trouble tickets are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors. Due to circumstances outside of Frontier’s control, emergencies, and unanticipated increase in workload, the resolution of some trouble tickets may be delayed.
Concerning Ms.’s issues with his Internet service, a Frontier technician visited Ms.’s area on July 12, 2019. The technician programmed her modem and restored Internet service.
Frontier sincerely apologizes for missing two commitments. Frontier values Ms. as a customer and strives to meet its commitments. Frontier applied an adjustment for time out of service and two missed commitments.
Frontier also regrets any inconvenience Ms. may have experienced as a result of calling or using chat to correspond with Frontier. Direct contact information is provided below should Ms. experience any further issue.
We regret any inconvenience that Ms. may have experienced as a result of the above matter.
I switched from Frontier to *** on March 2, 2019.
My account was paid through the month of February 2019 with Frontier and I was expecting an adjusted bill for the days I used through March 2, 2019 and/or what is owed since the last billing cycle. I called customer service (which was very pleasant) to straighten this bill out and I was told because we went into the month of March that I owe for the entire month of service for $222.97 and it could not be changed and this account was sent to a collection agency.
I paid the amount in full over the phone to Frontier but I do not feel that it is fair to charge the consumer for something that was not used.
HISTORY: I was past my contractual two year agreement which started 1/16/2017 thru 1/16/2019 with Frontier Communications and we signed up with *** and the account became active on 3/2/2019 which I called Frontier Communications customer services to confirm services were terminated and also asked where to return their equipment and they pleasantly confirmed the termination date and stated that they will send out a package for returning the equipment.
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. 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. Frontier has issued a courtesy credit for Mr. based on a delay in his order processing.
Fronteir spoke with Mr. on July 10, 2019, and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.