Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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I have to have internet to be able to get up with someone if I get bee stung or have asthma attack and without internet I can’t get up with anyone. That puts my health in harms way... I have not had internet in over 12 days and it’s going to be another 6 days to before they even come and work on it...this is not right.. I have to have my internet one bee sting could kill me and frontier does not care they have laughed and put me off so much over the last 12 days.
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 without internet service for over 12 day and service was not due to repaired for another six days. Frontier has investigated the above statements and offers the following response:
Ms. report an internet outage issue on June 26, 2019.
Frontier dispatched a technician on July 1, 2019 and determined that service was good to the customer’s NID.
Ms. reported an internet outage on July 5, and was given an appointment date of July 11, 2019.
Due to heavy workloads in the area, Frontier was not able dispatch at technician until July 15, 2019.
Frontier has issued credit for time out of service to Ms.’s account.
A Frontier representative reached out to Ms. as a follow up and was unable to reach her. A contact number was provided.
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.
frontier's wifi router work barely worked in 1 room in my house , installer told me to upgrade myself and. return fios router and cancel $10/month rental charge, I called frontier and complained about router and was told it was their best, nothing to do, so I returned it and now they say I will still be charged for their router even if I don't have it and use. my own
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 service from Frontier.Frontier has investigated
the above statements and offers the following response:Our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Frontier advises a customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.We further advise our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. On July 19, 2019 Frontier spoke with Mr. to review the above information. We trust that this
information will assist you in closing this complaint. We apologize for any inconvenience that Mr. Richard
*** has experienced due to the above matter.Frontier
Specialist: Bridget G. Department:
Executive Relations
I have been a Frontier customer for several years now. Throughout my entire time with the company the internet service has been spotty and unreliable. Customer service is terrible. You get different information from different people and there’s no follow through. I have called on a number of occasions to resolve issues with my service and billing. On or about 6/7/19, I called Frontier because I was having service issues and because I noticed an increase in my bill. When I called I was told my promotion had ended and that my service problems were probably because the “vantage simply ultra” service was no longer offered in my area. I questioned that because my internet was still working. The rep said it would eventually stop working. I also questioned when I was going to be noticed of this. I wouldn’t have known if I didn’t just happen to call them. The rep said I needed to switch plans and that I would receive a new modem on Monday. I was ok with that. I was then transferred because I had about payment arrangements. That person said she saw the order but it was not actually processed by the other rep. That was annoying. However, she said she would take care of it. Two weeks later, I hadn’t received a modem and had been without internet service so I called back spent more than and hour on the line speaking with customer support only to be transferred to tech support, who after 25 minutes on hold returned back to the phone to tell me what I had told them. At that point, I asked to speak with a manager, who assured me he would talk to customer service and help get this resolved. He did not help at all. He transferred me back to customer service and I had to explain all over again. This rep, Shi, said she was going to overnight me a modem. It’s been 7 days and still no modem and no internet!!! This has been a HUGE inconvenience to me and I have been without service for a month. One top of that, I’m going to have to call Frontier AGAIN to try get the modem sent to me.
The Complaint states that:
Ms. states her internet has not been working and was advised she needed a new modem which she has yet to receive.
Frontier has investigated the above statements and offers the following response:
It was found that during a modem update the update was not completed successfully.
Frontier advises a Technician was ultimately dispatched to Ms.’s residence on August 1, 2019 where he was able to isolate and resolve the issue and Ms. was able to start utilizing her internet services.
Frontier states credits were applied to Ms. account to offset the time she was without service.
Frontier contacted Ms. on August 1, 2019 and confirmed services were working and to advise of credits given.
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.
I have 2 accounts with Frontier Communications for houses that are on adjacent lots. When I purchased the first home, I scheduled phone and Internet service with Frontier. Only phone service was installed. When I called to complain, I was advised that Frontier did not offer Internet service at the address I had phone service installed. I advised them that the person I purchased the home from had Internet service through Frontier but was advised that I must be mistaken because Frontier had never offered Internet service in this particular area. After two weeks of escalating to supervisors and managers, I finally reached a knowledgeable person who confirmed that Frontier did in fact offer service and the reason I had had so many problems was that I was in an area that Frontier had purchased from ***. I was further advised that unfortunately my service would be limited to 3 Mb, but within the week, it was up and running.
I subsequently purchased the house on the adjacent lot and made arrangements for phone and internet service. The Frontier person, as they are apparently trained to do, tried to upsell me on faster internet service. I advised the representative that I would love the faster speed, but it was not available in my area. She told me I was mistaken. So, I said yes, only to be told later that the CSR was, in fact, mistaken and I would have to settle for the 3Mb service.
Now, to make matter worse, Frontier has started charging me at some point for the 6 Mb service. To add insult to injury, I only receive 1.5 Mb at both locations. So, I'm paying for a service I did not order and only receiving half of the speed I should be for what I did order and should be paying for.
As I write this, I have been on hold for support since 11:05 AM. It is 12:37 PM now. I've been transferred to incorrect areas twice.
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 internet Bill.He would like his internet speed to be higher.He was offered an upgrade.Mr. would like to be refunded for receiving 1.5 mbps.Frontier has investigated
the above statements and offers the following response:Upon review we determined Mr. has not been overcharged for his existing Broadband Max internet service.Frontier advises that as stated in our terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee.We further advise that we spoke with Mr. on July 23, 2019 and advised on the above information.At Mr.’ request a copy of his April 2014 statement is being made available. A mailed copy should be received within 7 – 10 business days to the address on his Frontier account. 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
Frontier did not notify me of the new rate change. They said it's on page 4 of the paper bill. I dont get any paper bill. No email received either. Now the rate has doubled. I am a senior citizen. This is outrageous!!!
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 the monthly rate for her home phone service increased without prior notification from Frontier. Ms. advises that Frontier needs to credit her for the difference between her previous rate and the current rate. Frontier has investigated the above statements and offers the following response:
Frontier advises that as stated in Frontier’s terms and conditions, charges are services are subject to change at any time. Frontier also advises that the terms of service can be found at https://frontier.com/corporate/terms.
Frontier advises that customers are provided with a notification on their bill if a rate increase is about to take effect, or if a promotional discount is expiring. In this case, Ms. Fielder’s November 25, 2018 invoice included a notification stating that her promotional pricing has ended.
Frontier advises that with the exception of a credit that was issued because of an overpayment that had been made by the customer, no further credit is due since their terms state that pricing can change at any time, and the promotional pricing legitimately expired.
Frontier spoke with Ms. on July 11, 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.
Frontier internet customer support was notified 6/30 that internet was not working at our camp. A tech tried to resolve this issue over the phone taking one hour, to no avail. Appt was then made for a service call for 7/3, window for service being 8-5 pm. This is a very wide window to expect someone to be available to wait. On 7/2 I placed a call to Frontier and confirmed the appt was still to take place. On 7/3 no one showed, no one called. My husband traveled 2 hrs, took time off to be available. I spent one hour online waiting for tech support to answer to see if service call was to take place,as well as one hour on the phone also waiting for tech support to answer. It was confirmed finally via phone that service tech was unable to make this appt, did not call to let us know. The common complaint voiced by techs I was in contact with was how busy everyone was and they were sorry for the inconvenience. My complaint is the lack of responsibility in communicating with customer, the amt of time it took to get a hold of anyone by phone or online and the fact there is no local number to speak to someone in the area. I ended up speaking to someone in another state. The phone number I was given connected me to the wrong department only to wait another 1/2 hr to speak to someone. Also I am expected to pay for a service that for many days it wasn't even working.
The Complaint states that:
Ms. advises following reporting her Frontier services out of service, Frontier failed to meet their appointment time.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.Frontier advises that Ms. reported her Frontier service out of service on July 2, 2019 and missed the original appointment time set of July 3, 2019. Ms. cancelled her Frontier service on July 6, 2019.
Frontier advises that we have issued time out of service credit for the period of reported service outage on July 8, 2019.
Frontier advises that as a courtesy, we have issued a $25 courtesy credit for missing Ms.’s repair commitment.
Frontier advises that we spoke to Ms. on July 8, 2019 to advise of the above.
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,
***
On July 9 2019 I submitted additional information to Revdex.com regarding complaint I have with Frontier Communication. In reference to info received with current email I am noting incorrect info. My report of lack of service was on June 30 at which time I was given a service appt for July 3. After 2 more missed service calls for July 4 then 5 I decided enough was enough and canceled Frontier service completely. I have a confirmation number for discontinuation of service dated July 5.
The Complaint states that:
Ms. advises following reporting her Frontier services out of service, Frontier failed to meet their appointment time.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused. Frontier advises that Ms. reported her Frontier service out of service on July 2, 2019 and missed the original appointment time set of July 3, 2019. Ms. cancelled her Frontier service on July 5, 2019.
Frontier advises that we have issued time out of service credit for the period of reported service outage from June 30, 2019 – cancellation date of July 5, 2019.
Frontier advises that as a courtesy, we have issued a $25 courtesy credit for missing Ms.’s repair commitment.
Frontier advises that we spoke to Ms. on July 8, 2019 to advise of the above.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory however the documented issue was not correct. Three consecutive appointments were missed by Frontier. Weeks later I received a call from technician stating he was on the way . I told him by that time we had discontinued service! I would like Revdex.com to document the changes. Original statement from Revdex.com was not complete.
Regards
My billing cycle with Frontier communications. My billing cycle end on March 20,2019 of March.a new billing cycle begins on the 21 of March. I cancel my service on the 20 the day my service ended with Frontier communications .Now Frontier want to charge for the following month. That already cancel for the services. the new company *** also charge for the same services. On June I receive a letter from a collection agency Frontier wants to collect for services they never render. Let me be clear I cancel my billing cycle on the 20 of march 2019 end of the billing cycle. frontier need to remove letter from the collection agency. Remove notification to credit Bureau and letter of apology.
The Complaint states that:
Ms. advises she was charged after she terminated Frontier services and was billed by both *** and Frontier during the same time frame.
Frontier has investigated the above statements and offers the following response:
Frontier advises an electronic port out request was received to port Ms. number to *** Frontier advises the number was released per porting rules, regulations and date specified.
Frontier confirms Ms.’s account was successfully ported out on April 3, 2019, the account is currently disconnected.
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of her billing cycle.
Frontier spoke with Mr. and advised him of the above information.
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.
My view is that I called Frontier 2 weeks before the billing cycle ended. They also told me that the billing cycle ended on the 20th of the month. I cancelled on the 20th of March, with the understanding that my account was closed on that date. I HAVE NO CONTROL OF THE COMMUNICATION BETWEEN FRONTIER AND ***, THIS IS BETWEEN THE TWO COMPANIES. I cancelled the account on the 20th of March with Frontier and *** was having issues with Frontier releasing the phone number associated with the account during the installation. It took Frontier TWO WEEKS TO FINALLY RELEASE THE NUMBER ASSOCIATED WITH THE ACCOUNT. Thus, according to Frontier appears that we cancelled on the 3rd of April and not the 20th of March. You can confirm with *** the date the service was ordered and installation was attempted. It took Frontier TWO WEEKS TO FINALLY RELEASE THE NUMBER ASSOCIATED WITH THE ACCOUNT to ***.
Frontier also reported the account to a collection agency. They also reported my account delinquency to the credit bureau. I still got billed for the Month of April from Frontier and ***. The ONLY THING I HAVE CONTROL OF IS CANCELLING MY SERVICE WITH FRONTIER, WHICH I DID ON MARCH 20TH.
Regards
The Rebuttal states that:
Ms. states she called in March and requested to have services cancelled on the last day of her bill cycle which was the 20th and Frontier did not disconnect the account till two weeks later on April 3rd. Therefore, she does not owe for the April billing.
Frontier has investigated the above statements and offers the following response:
Frontier advises an electronic port out request was received to port Ms. number to *** Frontier advises the number was released per porting rules, regulations and date specified.
The date the services are ported out is not determined by Frontier, they are determined per the porting rules and regulations.
Frontier confirms Ms.’s account was successfully ported out on April 3, 2019, the account is currently disconnected.
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of her billing cycle.
Frontier’s position on this matter has not changed.
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.
we have two building, but we got 5 account invoices. we only need two FIOS internet, but 5 account inside charge 4 FIOS charge and some service duplicate charge for a long time, due to we are setting auto payment. we been chat and phone call with their person, no one don't understand how it happen, but they refuse to resolve problem
The service was restore 07-15-19 when customer escalated through the Office of the President.
I apologize the wrong closure letter was attached before. Also please review the bill on 909-591-3331 dated 8-1-19 when it prints, it does show the changes made
Have been having issues with both our land line phone service, fax line service and internet. On going for several months. The issue appeared to be fixed in April after several reschedule appointments on behalf of Frontier. We went approximately 2 weeks without serve at that time. The issues we're 1) a connection at come undone at the box 2) wild animal chewed wires out at a pole. No issues in our control, at our fault or with our equipment.
Our land line service started to have issues again intermittently approximately 2 weeks ago. I did not report right away. Once the land line phone and the fax line became unreliable I called customer service on June 27 To request a service call. I was informed the only next available appointment was July 5. My husband took the day off of work with out pay because a person over the age of 18 must be present. On July 5 at 12:55pm I received a text confirmation that a technician would be out by end of the day.
I responded to that text that said keep appointment.
At 5:50pm I received the following text from Frontier Communication
FRONTIER: Due to an unexpected delay, your Frontier appt has MOVED to 07/15/2019 01:00 PM - 05:00 PM. We apologize for the inconvenience. Reply CHANGE if you need to reschedule.
I do not find this acceptable. We are self employed small business that needs this service to operate. We already have had to rely on friends and family to help us send and receive our business paperwork. I inquired about emergency service was told I must call daily to see if I can be rescheduled. I asked about compensation on our monthly service bill and was told no. Only after service is fixed can I put in that request.
So as a loyal, long term paying customer (customer for over 20 yes!) I must loose wages multiple times, loose business income, risk poor business quality to my customers because Frontier Communication can not repair our services no sooner than 18 days? In which I will be forced to reschedule from July 15 to a day I am off of work as to not loose additional wages.
Thank
you for referring the complaint of *** & *** to our office for
review. We appreciate your bringing this
matter to our attention.On
July 11th and 12th respectively, Frontier representatives
attempted to reach the customer to discuss a convenient time expedite the
repair request. Unfortunately,
we have been unsuccessful in our attempts to speak to the customer. Without contact with the customer we are
unable to move forward with the repair request.We
apologize for the inconvenience this issue may have caused. We trust this information will assist you in
closing this complaint. Thank
you,Amara
H.Executive
Customer Relations
On 7/1, Lyndon informed me that I would be able to use my own router and not need to pay the $10 wi-fi lease router charge.
"Since you have your own router, it can also be check by our technician. If that router works, with the internet speed you ordered then, our technician will not install our router also $10 wi-fi lease router charge will be removed from your promotion."
With the information provided by the Frontier agent, I purchased a router for $200 to be used with my service. On 7/5, the t technician confirmed that my personal router was indeed compatible with the speeds. After that, I contacted Frontier and was denied the removal of the monthly $10 router fee. Jazelle told me that she would be putting in a request to the secondary office and that I would need to wait a month for when the bill comes out. Basically she was telling me to wait a month because she didn't want to deal with this. On top of that, Jazelle assumed my gender by calling me "Sir" and abruptly ended the chat.
Frontier is charging me for something that I don't even use which seems borderline fraudulent. Frontier told me I could use my own router, so I made a seemingly informed decision to purchase my own, based off of Frontier. Frontier proceeded to deny responsibility for their misleading misinformation.
Nature of Complaint:
On 7/1, Lyndon informed me that I would be able to use my own router and not need to pay the $10 wi-fi lease router charge. "Since you have your own router, it can also be check by our technician. If that router works, with the internet speed you ordered then, our technician will not install our router also $10 wi-fi lease router charge will be removed from your promotion." With the information provided by the Frontier agent, I purchased a router for $200 to be used with my service. On 7/5, the t technician confirmed that my personal router was indeed compatible with the speeds. After that, I contacted Frontier and was denied the removal of the monthly $10 router fee. Jazelle told me that she would be putting in a request to the secondary office and that I would need to wait a month for when the bill comes out. Basically, she was telling me to wait a month because she didn’t want to deal with this. On top of that, Jazelle assumed my gender by calling me "Sir" and abruptly ended the chat. Frontier is charging me for something that I don’t even use which seems borderline fraudulent. Frontier told me I could use my own router, so I made a seemingly informed decision to purchase my own, based off Frontier. Frontier proceeded to deny responsibility for their misleading misinformation.
Requested Resolution: Remove the $10 router fee from my account or credit me $10 a month to cancel out the fee or apply a onetime lump sum account of $200 to cover the router I paid for.
Frontier has investigated and found the following:
Ms. has been a Frontier customer since July 5, 2019.
Install order # *** was created for a 2 year promo from 7/5/2019-7/4/2021.
She currently bills $39.99/FIOS 200/200 Internet, $10/WiFi Router Fee plus taxes and surcharges. As a promotional offer, she’s also getting $100 Gift Card.
The promotional price already included the router as part of the package and it will not be removed.
Our advertising and our residential internet terms and conditions make it clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions.
A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.
No credits are warranted for router fees.
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 was advised by a Frontier agent that I would be able to use a personal router and the fee would be removed from the bill. I took the agents advice as true and as a result purchased a router. Had I not been misguided, I would not have wasted money on the router. I see there are many complaints about Frontier charging for unused equipment and Frontier continues to disappoint and seemingly scams customers. If the router fee was advertised correctly and Frontier was upfront and honest, the price shown would be the full amount, not a fake amount meant to trick consumers. Just terrible customer service all around. Frontier had misled me and refuses to take any responsibility. No wonder Frontier has such poor reviews.
Regards
Nature of Complaint:
On 7/1, Lyndon informed me that I would be able to use my own router and not need to pay the $10 wi-fi lease router charge. "Since you have your own router, it can also be check by our technician. If that router works, with the internet speed you ordered then, our technician will not install our router also $10 wi-fi lease router charge will be removed from your promotion." With the information provided by the Frontier agent, I purchased a router for $200 to be used with my service. On 7/5, the t technician confirmed that my personal router was indeed compatible with the speeds. After that, I contacted Frontier and was denied the removal of the monthly $10 router fee. Jazelle told me that she would be putting in a request to the secondary office and that I would need to wait a month for when the bill comes out. Basically, she was telling me to wait a month because she didn’t want to deal with this. On top of that, Jazelle assumed my gender by calling me "Sir" and abruptly ended the chat. Frontier is charging me for something that I don’t even use which seems borderline fraudulent. Frontier told me I could use my own router, so I made a seemingly informed decision to purchase my own, based off Frontier. Frontier proceeded to deny responsibility for their misleading misinformation. Requested
Desired Resolution:
Remove the $10 router fee from my account or credit me $10 a month to cancel out the fee or apply a onetime lump sum account of $200 to cover the router I paid for.
Frontier has investigated and found the following:
Ms. has been a Frontier customer since July 5, 2019.
Install order # *** was created for a 2-year promo from 7/5/2019-7/4/2021.
She currently bills $39.99/FIOS 200/200 Internet, $10/Wi-Fi Router Fee plus taxes and surcharges. As a promotional offer, she’s also getting $100 Gift Card.
The promotional price already included the router as part of the package and it will not be removed.
Our advertising and our residential internet terms and conditions make it clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions.
A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.
Our resolution remains the same. No credits are warranted for router fees.
This is Frontier’s final disposition on the customer concern mentioned above. Frontier apologizes for any inconvenience the issue mentioned above has caused Ms. Vairo.
We trust that this information will assist the Revdex.com in closing this complaint.
Do yourself a favor and stay away! I had their service for over a year and then the DSL stopped working. I was on the phone with them every few days for a MONTH! Finally they send someone over and they said between the hours of 11am-3pm, of course they don't show up! I then call customer service to cancel my service and then they disconnect the phone call! I had to call them again and the biggest slap in the face is I have to pay 9.99 to CANCEL the service! They have lost my business for life, if I ran my business like this I wouldn't last a month.
So I moved out of my apartment and was cancelling all of my services. I had Frontier as my internet provider. I called them to cancel my internet and today I followed up with the online chats. They told me they're cancelling my services on August and are billing me the ENTIRE MONTH OF JULY. Even though I don't live there anymore. "Jenybee" told me Frontier is still going to bill me and they aren't going to refund me.
I subscribed to Frontier for TV and Internet. When I called to cancel service on July 2nd, I was told I would have to pay the entire month for a service that I would not be using. They said they do not prorate their monthly bills. They also claim this information is on the billing statement. This information IS NOT on the monthly billing statement and I was never given terms and agreements. This company is taking advantage of people by not be up front with their policies. They are hiding their policies to blindside and mislead ustomers.
It’s not right for a company to mislead customers and charge for services that are not being received.
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.
Revdex.com:Frontier contacted me by phone and offered to provide a credit for for the full amount of the bill ensuring I would have a $0 balance and owe nothing for my inconvenience. I agreed to this resolution. However, when I looked at the app to verify they applied a credit for the full amount due, also noted in their response to you, there is still a balance of $22.67. I’m still frustrated as I feel like they are not holding up their end of the agreement they made to you and me. I honesty thought this issue was resolved after speaking to the Frontier Representative and reading the response they sent to you. I just want them to fulfill the promise they made. What can be done to rectify this issue?Regards, ***
Regards,
Ellie Ehlers
Frontier advises that a courtesy credit has been issued for the additional month of service in the amount of $168.55 to zero out current bill. Please allow 1-2 bill cycle for the credit to reflect on the customer bill statement.
Frontier account ***-5.
On 06/24/19, I spoke to Gina Danise to cancel my entire service with Frontier. The effective date of the cancellation was 07/01/19. Today I received a new bill from Frontier asking me to pay for the entire month of July (07/01/19 through 07/31/19). Note that as of 07/01/19 I have zero service with Frontier and I re-confirmed this today with Frontier. Today (07/04/19) I called Frontier at 2:26pm EST and spoke to James about the billing issue. He quickly told me that he didn’t know how to resolve my issue but that I could make the full payment of $160.55 and he would send me a gift card for the same amount. I rejected his offer and asked him to send my call to a supervisor or manager. James refused to escalate my call. I spent 30 minutes with him with no resolution.
This is plain shady business. First, Frontier should have not charged me for something that was cancelled. I have no service. Second, they are supposed to send me empty boxes to return the equipment and they have failed to send me the boxes so I can return to a UPS store. They are probably doing this to charge me for the entire equipment therefore I want to report this as well. Third, they need to adjust my account and remove this billing error. If I owe anything it should be for the disconnection which is $54.50.
This is not my first time having billing issues with this company. Their business is unethical and fraudulent. My husband is a Navy Veteran and this is how they treat us?! I want for them to adjust my account ASAP with the correct billing information.
The Complaint states that:
Ms. *** advises that she cancelled her Frontier services on July 1, 2019, however she received a bill for the period of July 1, 2019 – July 31, 2019.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that due to the cancellation of Ms. ***’s cancellation being effective in her bill date, that bill generated before the cancellation occurred.
Frontier advises that we have credited Ms. ***’s account in full for the period of July 1, 2019 – July 31, 2019.
Frontier advises that we spoke to Ms. *** on July 10, 2019 to advise of the above.
we been tried to cancel the internet service and return the equipment for more than 3 month now. right after the installation the internet service from frontier just wont work. it's too slow where at the point we cant used the internet service. I called the costumer service to cancel the service and return the equipment. but up until now after numbers called I tried. I never received the box equipment return that they said they sent it to us from UPS. and every-time I called they always said the some and tried to send me another box that at the end its never arrive. I cannot talk to they supervisor when I asked to, the supervisor just can not be reach.
but they send me the cancellation billing that always come every month.
we only use the service less than one week. but the billing was to high. maybe they charge us with the equipment that we don't need it to own it.
Please help
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 cancelled his internet service with Frontier due to connectivity problems with the service and has been trying to return the equipment but has not received a box to return the modem. Mr. advises that he would like to return the modem so he doesn’t get billed an unreturned equipment fee and incur any unnecessary charges.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr. has not been charged for the equipment since the type of modem that he has does not need to be returned to Frontier.
Frontier advises that Mr. has been credited for a service issue that he had reported back in December 2018.
Frontier advises that the customer was billed an early termination fee since he had a been receiving monthly discounts tied in to his contract.
Frontier spoke with Mr. on July 8, 2019, advised him of the above information, and confirmed his remaining balance.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 13660026, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
The early termination fee was unfair since the roots cos of termination early was not my fault. I would not cancel the service. If the service was considered okay/useable.
The discount on Desember month should have been nessasarly since I been billed without the service even active and not tight up with any discount
Thank you for referring the rebuttal of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Rebuttal states that:
Mr. advises that he should not have been charged an early termination fee since he cancelled his internet service due to connectivity problems.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the early termination fee is a valid charge since Mr. cancelled his service prior to the contract end date, without allowing Frontier to resolve the internet connectivity issues. The customer was also receiving monthly discounts as part of the contract.
Frontier advises that only one repair ticket was set up during the time that Mr. had active service with Frontier. He was already credited for the days that he had been out of service, from the date that the repair ticket was opened through the date it was closed.
Frontier advises that the remaining balance on the account is valid, and that their position has not changed.
Frontier spoke with Mr. on July 22, 2019 and advised him of the above information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
The company charged me for a whole month of service even if I canceled 8 days into the billing cycle. I paid the entire bill of $103.98. A month later they sent me an email saying that I owed them $134. I called to investigate the cost and they said the bill was wrong and that I still owed a $9.99 disconnect fee that was never discussed with me when I called to disconnect my service.
When I tried to pay the final amount they said that I would have to pay an additional convenience fee of $10 on top of the $9.99 bill. There was no way to wave the fee or to include the $9.99 in the whole month of service that was paid for even if I didn't use the whole month.
For a member of the military that moves around a lot I have had a horrible experience with this company. There policies are a scam especially for a member of the military and their inability to work with the military is an even bigger scam. This company should review their policies and become more military friendly. I have spoken to many military families and we share the same experience of their fraud full tactics and how they treat the military. I am going to share this experience with all the military personnel I know to deter them from the same fraud that I have experienced.
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 he was charged for a full month of Frontier services, even though he terminated his account 8 days into a new billing cycle. Mr. states that even after paying this amount, he received an additional bill for a second full month of charges past the date of cancellation. Mr. states that when he called in to dispute this, he was advised the billing would be corrected and he would just owe $9.99 internet disconnect fee, which had not previously been disclosed to him.
Frontier has investigated the above statements and offers the following response:
· Frontier records confirm Mr.’s account was terminated effective 6/12/2019.
· Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle from 6/2/2019 – 7/1/2019. Mr. was eligible to continue receiving Frontier services through the end of that billing cycle.
· Frontier advises that the $9.99 Broadband Processing Fee is charged for all Broadband Internet disconnects to cover the cost of processing the disconnection of the service at the central office or remote facility, however in this instance, Frontier has removed the fee from Mr.’s balance.
· Frontier advises that Mr.’s balance is now $0.00, and a corrected statement will be coming by mail to confirm the $0.00 amount within the next 60 days.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I cancelled my service in December. I have my confirmation number for the cancellation. They are still trying to collect for services after my cancellation. I was in fact billed past my cancellation but my credit card dispute was able to get back some of the money that was owed. Despite many calls over 7 months with assurances that I would not be sent to collections am I getting phone calls from a collection agency. I do not want my credit negatively affected by their poor customer service.
Thank you for referring the complaint of Mr.
*** J. *** to our office for review. We appreciate your bringing this
matter to our attention. According to the complaint: Mr. states Frontier continued to bill him after he requested to terminate his service. Frontier has investigated the above statement and
offers the following response:Frontier records confirm Mr. requested to terminate service on December 8, 2018, but the service order was never processed. Frontier bills TV and Internet services one month in advance. Termination of TV and/or Internet services will be effective on the last day of the customer’s Frontier billing cycle. The customer’s bill cycle was the 29th of each month, which means he would be responsible for billing ($185.57) through December 28, 2018. An order was initiated on January 29, 2019 to terminate service with a due date of February 28, 2019. During this period, three bills generated in error (December, January and February) for a total of $571.82. The March 2019 billing statement included prorated credits in the amount of $155.59 for charges from February 28-March 28. Additional adjustments in the amount of $181.74 were applied and appeared on the May 2019 billing statement. Mr. reversed his payment of $185.57 for November, but those charges were valid. This resulted in a balance due of $420.06. Due to the multiple inconsistencies and misinformation provided, a full balance adjustment was applied on July 5, 2019. The account now reflects a zero balance. The *** (***) will be notified of the adjustment. 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 had to cancel my services with Frontier on June 25 2019 due to numerous calls, chats regarding problems with the service that left me unable to watch the TV part without constant issues. Attempts were made to correct the issue however nothing worked and it just worsened. The amount of time spent in communicating with Frontier was absurd. I was told I would be credited totally for the issue and was not. I was given a credit of about two dollars not the total credit I was promised. Each time I asked about the credit I was told to wait until the issue was resolved. The issue was never resolved. I was finished with spending at least an hour or more each time I had to contact them. I canceled my services due to this ongoing issue. I received the promised prepaid *** return labels and box to return the equipment. When I went to schedule a pickup to return the equipment (almost a month ago now) I was told there was a charge! Each time I tried to get the equipment back to Frontier the charge was more. First it was ten dollars and change and then the next time it was over eleven dollars!! Frontier insisted the labels were prepaid and covered the cost. They were not. I have made calls to them about this and finally the last representative scheduled a pickup by Frontier for Monday July 1 2019 between 8am and noon at no charge to me. This was piggybacked onto a call that was scheduled in my area. No one showed up. I sat and watched and waited. Nothing. I am done trying to get this resolved with Frontier. I am done spending my time trying to get them to do what they promised to do. I am getting nowhere and soon will be charged by them for not returning the equipment I have been trying to get to them all this time! I am unable physically to go and find a *** drop off and told Frontier this. That is when they scheduled the pickup that they never showed up for. on Junez
Frontier has investigated the above statements and offers the following response:
Frontier advises Ms.’s billing cycle is the 1st of each month.
Frontier advises Ms. contacted Customer Service on May 25, 2019 requesting to cancel her account, as a result service was disconnected effective May 31, 2019, the last day of her billing cycle.
Frontier advises the outstanding balance in the amount of $109.08 is associated with internet and TV service from May 01, 2019 through May 31, 2019 which was due by May 28, 2019. The balance is not associated with non-returned equipment.
Frontier advises a Pre-Write Off notice was mailed on June 26, 2019 advising payment was due by July 07, 2019 to prevent the account from being Written Off to an Outside Collections Agency. As payment was not received, the account was Written Off effective July 11, 2019.
Frontier advises out of service/service affected adjustments are provided for documented outages from the report date through the resolve date.
Frontier records reflect Ms. reported a concern with her DVR on March 18, 2019 at which time an order was placed for a replacement device which reached Ms. on March 21, 2019. A prorated out of service adjustment in the amount of $2.30 was applied.
Ms. advised Frontier her service concern was related to the DVR recording partial content, for example content showed 1 hour of recording however only 17 minutes would play. She advised she was able to use TV service.
Frontier has applied an adjustment in the amount of $32.00 which is equal to 4 months of DVR service which billed at $8.00 per month. The outstanding account balance is $87.07.
Frontier advises an adjustment for TV service is not warranted as Ms. confirmed she had use of service.
Frontier advises return mailers including pre-paid labels were shipped on June 01, 2019. Per *** Tracking number ***, the package was delivered to the customers physical address on June 04, 2019.
Frontier advises Ms.s confirmed receiving the return mailers on June 04, 2019 and states due to lack of transportation she has been unable to return the packages to UPS.
Ms.s advised Frontier she contacted *** whom advised of an $11.00 fee to pick the equipment up from her residence which she has declined.
Frontier advises in the event Ms.s is unable to return the leased equipment within the return mailer which include pre-paid shipping labels, applicable non-returned equipment charges in the amount of $400.00 (DVR $200.00, Set Top Box $100.00 and Router $100.00) will bill to the account and are not refundable until the devices are returned to Frontier.
Frontier has contacted Ms.s on August 01, 2019 and advised of the above.
Disputed bill for 11 months. 13 plus’s hours on phone no resolution company charging late fees. Put on hold for hours if you ask for a supervisor
Nature of Complaint:
Disputed bill for 11 months. 13 plus’s hours on phone no resolution company charging late fees. Put on hold for hours if you ask for a supervisor
Requested Resolution:
Billing Adjustment … All late fees removed and credit for their mistake in not putting service in vacation mode I have work orders to prove. Current bill is $2497.52 but that includes $887.74 I don’t owe and late fees for 11 months. I will gladly pay my bill if it’s corrected.
Current Balance: $2497.62
Past Due Balance: $2144.46
Frontier has investigated and found the following:
Mr.’s vacation suspend order was not written correctly.
Mr. called in on 5/15/2018 to request vacation suspend for his Frontier services billed to telephone number ***. At the time of vacation order creation, order #*** was created as a vacation out order. His services were still active at the address which did nothing for Mr.. Mrs.’s card was on autopay. The customer caught the method of payment/discrepancy on 8/27/2018 and at that time they set it on vacation suspend.
The credit for Mr.’s account is calculated as follows: $830.80 for services from 5/16/18-8/27/18. Minus $39.99/Vacation Suspend set up is $790.81 will be total for credit as four months of vacation service minus total of the bills. Mr. had requested that a credit be put in for this amount of which the credit is still pending at the time of account review.
After review, A Frontier agent and Supervisor agreed to adjust the account in the amount of $790.81. The agent also agreed to adjust the late fees due to customer disputing charges...adjusted late fees from Jan 16-June 16 billing statements ($32.17, $26.95, $21.72, $32.17, $11.92, $9) $133 total late fees.
Mr. has been advised that no other credits are warranted at this time.
Mr. is responsible for the remaining balance of $1272.88.
Case closed.
Frontier is fraudulently advertising and misrepresentating the internet service. When I called to order internet only I was told that I CAN USE MY OWN ROUTER AND I WOULD NOT PAY THE ROUTER CHARGE. I have only had service for less than 2 weeks and 1. My internet is not working and 2. I am being billed fraudulent charges. NO ONE seems to be able to credit my $10 for the wireless router charge and no one seems to be able to assit me.
Thank you for referring the complaint of Ms. to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the Equipment Delivery and Handling fee of $9.99 is applicable with all internet installations.
The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.
On July 3, 2019 a trouble ticket was initiated. On July 5, 2019 a technician was dispatched and restored the service.
Time out of service credit in the amount of $3.99 was issued. Please allow 1-2 bill cycles for credit to post to the account.
Please note that Frontier does not compensate for loss of time, Business, or cell phone usage.
On July 5, 2019 I spoke with Ms. regarding her concerns. During this contact, I advised Ms. that the router fee is applicable with the Frontier’s internet service. There are no additional monthly discounts.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations