Frontier Communications

I have been a Frontier Communication customer since 2003 - because of no/bad phone connection and service for several months I decided to end my service 01/01/2019 and was given a case # s-***. I was told my service was paid till 01/31 and it would end on that day. I also complained about not having service for 2 months and they were to process a credit. Several months had went by, no bills, no notifications from Frontier. I received a phone call from a collection agency on 06/03 (I first thought it was a scam) and ignored the phone call. I then got a 2nd call from a Collection Agency which stated I had a 159.08 balance that was from Frontier Communications for January service. I have made several phone calls to Frontier get restitution for the credit. They keep saying that I need to deal with the Collection Agency by putting a Formal Dispute in. I have called the Collection Agency, the same days as I call Frontier, to make sure the dispute as being processed. They keep telling me it will take 3-5 business days. I call back after 3-5 business days and nothing has been processed. I finally was concerned about the balance being sent to my credit score, so I paid the balance on 06/19. The representative from the Collection Agency assured me that the dispute would still be handled and to call Frontier. I called frontier the same day and was told they saw the dispute and they would have up to 15 days to respond but was assured that the credit would come as a refund to myself. I have called today to both Frontier and Collection Agency and neither will help me. Since the payment was processed, both sides are unable to tell me anything about the credit of $93.98. Neither companies will let me talk to any supervisors or the departments that would be handling the credits. Frontier is a foul company and they will NOT be getting another penny from me. I tell everyone I know to get ride them and use their cell phones.

When I subscribed to Frontier in October of 2018 I was promised a $250 gift card after having service for 90 days. It has never arrived. I called Frontier in March about this and they gave me another number. When you call this number you just get an answering machine and they never call back or respond. We did all the required paperwork and vouchers and not only did we not get the gift card no one has ever responded at all.

Frontier communication was my cable company for 2 years and my contract with them ended on March 29th which I was told to ca no later than that day to cancel my contract with them which that is exactly what I did I cal and cancelled my services on the 29th of March then on may 1st I get a bill for 234.00 dollars I of course thought it was a mistake so I called to straighten it out but to my surprise I was tod that it was my bill because the other cable company didn't port my phone number until the st of april so I would have to pay for the whole month of april which would be 234.00 first I called and cancelled my services on March 29th and had nothing to do with the porting of my phone number and to charge me for a whole month of service which I didn't have that is why I left Frontier because being on a Limited income I coud not pay that amount each month for a new two year contract and now they have sent this bill into collection I wil say again I canceled my services on March 29th which was the end of my contract and do not feel that they should have a right to rip people off when they feel like it I had nothing to do with the porting or even do I know what they are talking about when it comes to porting a phone number so why should I be held responsible for that they don't tell yo anything about prting of phone number you try calling and talking to someone and noone wants to know anything but that its your bill

I spoke with an employee 2 months ago who said she had fixed my billing and gave me a discount so my services would only be 45.00 per month total plus taxes. It was not done. They are still billing me at the same rate as before. I am tired of this company with the slow internet, giving us old equipment customer service stating the did something however they had not, and not keeping up with promised speed. I am living up to my end of the contract and I need Frontier to do the same.

Today I received yet again Frontier Communication’s poor customer service. Way to go....again. On and off for the last 6 years our frontier pole has been rotted out. Having our local technician write multiple reports of the condition of the pole located by the end of our driveway. The local technician told us as long as the wire was taunt the pole would stay up.

Today we had a significant wind storm causing the pole to shift 30 degrees causing the wire to sag nearly 6 feet. In addition the pole has a significant lean and is in danger of falling potentially causing harm to others or to the new vehicles in our driveway. With a line of potential storms in our area I called your horrible customer service. I dread calling your customer service lines.

I finally reached Conrad in technical support after a lengthy hold. Conrad informs me there were no prior tickets about our failing pole. Which is a lie...lie number one. Which lying is the standard at your call centers. Then I am told the ticket was for 8:00 AM June 28, 2019. This is over 12 hours away. Your call center people feel it is ok to leave a nearly falling over pole for over 12 hours. This pole could fall and hit a car or a person killing then and apparently that is ok.

I wanted a supervisor because in my experiences a supervisor can escalate a dangerous situation to resolve it. I spoke to Chris, ID #949785. Chris is located in your Austin, TX call center, so he really does not care what happens in Wisconsin. Chris tells me they can not send an emergency technician to stabilize the falling pole....lie number two. Then when questioned further I was told lie number three....Frontier Communication in fact does not have any emergency technicians. I find this incredibly hard to believe.....when service goes our you just send no one if it is after 5:00 PM. I needed to keep my neighborhood safe....so I continued to demand a emergency technician. He placed me on a couple of long holds but continued to deny me an emergency technician. When questioned if the pole fell on my 2019 *** is your company going to pay for my car....I received a smart answer of I am not in the legal department. When questioned about the pole hurting or killing someone he was ok with that scenario ok as well. As a company you should be ashamed of this attitude. I am demanding he should be immediately terminated from his job. Upon request of his superior, Chris claimed he was the very highest person at the call center...lie number four. I was on the phone nearly two hours before he finally hung up on me.

Frontier Communication I will be contacting the Wisconsin Revdex.com and all local media outlets about this absolute awful customer service.

I had Frontier Communications as my Internet/Cable/ and home phone provider. I canceled the companies services on 1/15/2019 because they could not fix the cable box from 1/3/2019. They even sent an additional cable box that did not fix the issue. I returned all equipment in February 2019, 1 modem and 2 cable boxes. I paid the bill on 1/7/2019. Frontier states that they never received the equipment back. I spoke to a Representative in March who stated they have the equipment and it was not flagged properly and he fixed the issue and I would be receiving a credit of $51.72. Friday April 19th 2019 comes along and I speak to Savanah a Rep at 5:08 pm who states that the representative did not properly flag the equipment, so I ask to speak with a supervisor. (Every single phone call takes two hours with this company). I speak with the supervisor Nick who informs me that he will personally take care of the problem and I will receive a credit of $51.67. June comes along and still I do not have my credit of $51.67. I again call Frontier Communications customer service line at 1-800-921-8101 and speak to Kayla Employee ID # *** she states it was a misunderstanding and someone double charged me and forgot to hit something so the equipment would be flagged properly. I speak to the manager Jonathan Employee ID # *** who assured me that everything is credited and he would personal fix the problem and my credit of $51.67 would take 2-21 days. I thought that the manager would have finally fixed the issue and I finally felt at ease. The next couple of days I receive a phone call from Eastern (which is a debt collector from Frontier) stating I owe them $172.79. I explained the situation to Eastern and their account representative Maya that I do not owe Frontier money and the company actually owes me a credit of $51.67. Maya informed me to contact Frontier's customer service and obtain something in writing that states you don't owe them money. I call the Customer Service line to speak with a Representative Joe and he states that I owe $172.79 for services; I stated I do not owe Frontier any money and the issue was originally for equipment charges now they want to switch it to services for the exact same amount. I even spoke with a Supervisor who did not want to listen to me. I told her Frontier double charged me and when someone tries to fix something another problem arises.I stated to the Supervisor that the issue has already been solved and read the case notes from two supervisors one from Nick and the other from Eric as well as the Manager Jonathan. I repeated myself several times that I do not owe Frontier money that they owe me money and its been case noted since April. Elizabeth the Supervisor could not figure out that I was telling her I was double charged for equipment; they recycled the bill and instead of it being equipment charges they changed it to services. Now Frontier is trying to threaten my credit. This is absurd. I do not owe this company anything.

Frontier Communications has been my longtime internet service provider. I pay $73.00 for their premium service package. For sometime now, mostly in the evenings my download speed is between 2 and 3 mbps. This is considerably lower than the 25 mbps that I pay for, and renders my ability to use the internet useless. I finally called them, and went through all of the trouble shooting protocols, and the root of the problem as stated by them is that they have oversold the area, and when everyone is on my bandwidth is cut. Their solution is to apologize and let me know they are looking into infrastructure upgrades. In the meen time I will still be billed for the premium package even though they can not provide it, and as far as I know they are still accepting customers in my area

We began service at the local Frontier Communications store front located at *** in Dec 2016. Our bill comes from the national billing service for Frontier. Our initial promotion included a modem/router free for 1 year. As that year ended I purchased a modem/router, and took the original back to the storefront location. A few days later I received a box to send the router in. I called the customer service number and explained that I didn't have it it was at the storefront location. From then until now (2 1/2 YEARS) this modem/router has remained on my bill. I call and am able to get my bill adjusted and have been told many times that it will be removed from my bill. The customer service people are courteous but they lack the authority to remove the modem/router from my bill. In this age of electronic logistics I can not imagine that they cant see that they have it. If they dont then the blame resides with the internal logistics or personnel.

We live in GA currently. In April 2019 we purchased a home in Topton, NC. The sellers of the home had Frontier for telephone and internet service. They also had *** which was billed to them through Frontier. On 04/10/19 we and the sellers had a conference call with Frontier to request that only the telephone and internet services be transferred to our name. We did not sign up for ***. On 04/12/19 the order number we were given showed that it was completed. Frontier had done exactly opposite of what was requested. They cancelled phone and internet and continued to bill us for Dish. We are not receiving bills from Frontier. The first correspondence we had from them was a letter threatening to turn us over to a collection agency. They also said we would have to have a new order to connect phone and internet. That order was completed on 06/14/19. We are still not receiving bills for the first account or the new account. On 06/26/19 we received notification from UPS that Frontier was shipping something to us in NC. They will not tell us what this is because they say we have to have a pin number that should have been given to us when the order was created. It wasn't. We have between 20 - 25 hours on the phone with Frontier to try to resolve this. All of the Reps have been polite and promise they will take care of it and follow up but they don't do either. Meanwhile our debt to Frontier continues to grow and we can't even access our information. This is a nightmare.

There are so many problems. I am moving so I called to schedule a disconnection of my services. I requested an end date of July 2nd which match up well with my last bill date. The representative confirmed I would have a July 2nd end date. June 25th comes around and I no longer have services - both internet and cable tv. I called and was told that the services would be turned on within the next 24 hours. 30 hours goes by and I have no services still. I call back and this time I was told it was IMPOSSIBLE to turn my services back on. I asked for a credit for the entire week of services that I paid for but apparently can't have - I was told "the most I can give you is $25." My bill was almost $200. If I divide it up to find my daily amount - $25 is barely over 1/2 of what should be refunded to me for cancelling my services prior to the agreed upon date.
I also asked to speak to a manager - I was kept on hold for over 45 minutes with no answer.

I was in the first year of a 2 year contract for internet service with Frontier. 6/10 I I blieve, ew contract with a discounted rate. IeeliOn approximately 6/10, I called Frontier to find out why my bill was 3 times the normal bill as I am in the first year of a 2 year contract. I was told the reason, realized it was valid and thanked the girl. On 6/11 or 12, I got an email saying we are sorry you are leaving. I called customer service and spoke to Kaitlyn W in West Virginia. She could see where the customer service agent closed my account, but didn’t understand why. I thought we had it set up, to give me a new contract, albiet a little Tuesday, I called customer service again, and spoke I to a gentleman who saw all the notes, and said it usually takes 5 days or more for things to follow thru. The 24th I called customer service again spoke to a gentleman in TX who was trying to get everything settled. He sent me to customer retention, to finalize. There, I spoke to Karen in Nashville, who was very smart alecky and rude. She told me the best they could do was $70 dollars a month plus equipment fees. I reminded her that I didn’t break the contract, they did. She filed a grievance on my behalf (at least she told me she was( and now I have to wait another week.) Meanwhile, they are charging me way more than should be allowed, because I had a contract, of 2 years, and was only 10 months in.

Abysmal customer service: long waiting times on the phone, connection problems (DSL) every few months. Worst of all they can't seem to manage their own technical issues: in the middle of a conversation (after having waited so long) their phone transferred me to a new operator and I had to start from scratch, TWO DAYS IN A ROW.

Frontier is the worst. They took my $240 deposit March 17, 2018, which was to be returned to me after one years' service, which the year was up in March of 2019, and my deposit was not returned to me, and my bill practically doubled. I cancelled frontier in April because they weren't interested in lowering my bill and keeping a customer. I returned their equipment in April, spoke with "Robert" on May 21 who told me I would receive my deposit in 3-5 days. Today is June 26, and Jay at Frontier tells me that deposits are returned 3 billing cycles after service is cancelled. They sure had no problem taking the deposit and charging $9 a month late fee.

I cancelled my service with Frontier February 2019 and paid my bill in full. I received a collection notice dated June 3, 2019 for $223.20. I called the collection department and was told I needed to contact Frontier. I called Frontier and spoke to customer service, collections, and billing and was told they didn't post my equipment return to my account, but because my account was inactive the customer service person did not know how to remove it off my account. I asked for a supervisor and was told in a meeting an someone would call me back and I never received a call back. (this two about 2 hours with no resolution)
I have received a new letter dated June 19th that I still owe $223.20. I called collections and was told I need to speak to Frontier they cannot help me. I called Frontier and spoke to the billing supervisor and was told once it is sent to collections they can no longer help me. WHO CAN HELP ME if neither party will? I inquired if your company is incompetent to post my equipment return to my account why is this my issue and problem.

I am paying for internet services that I cannot use due to frontier's inadequate technology/equipment to provide the service for which I am paying. When I called them to notify them that there was a problem with their service, they tried a few things while I was on the line with them and then set up a time when a technician would come out and check out my router. He was scheduled to come on a Friday, June 7. During that week, the technician called and informed me that there was nothing he could do because the issue was that there was "congestion" at the time of the day when I was experiencing issues. So he transferred me to customer service where I spoke to a woman and asked to be refunded for at least part of my internet charges since I am not able to use it during the evening during congestion. I was given a ONE-TIME credit of $15 and I only received that when I continued to complain. However, it does not compensate me for the monthly charge I pay for *** which I cannot use. I am currently seeking getting different internet service and phone from another company that uses fiber optic technology/equipment and their customers do not experience any issues with "congestion". Also, when I cancel with Frontier, I will have to pay a $400 charge because my "contract" expires in 10/2019. I have been a customer since 2005 and wasn't aware that every year they automatically "sign" me up for another contract. Also, I cannot cancel with Frontier until I have another phone service/internet service in place because I work from home full time (do not have an office to go into) and must have phone and internet service to do my job. Thank you so much for your help.
.

I signed up for their service in 02/2019, had my service shut off being their mistake, was without service for 5 days and I had to fight them to be reimbursed the service call fee and the prorated days I was out cable. It took me 3 months to get that all situated. fast forward to 06/2019, on 6/14 my cable was out so I called in and they had cancelled my contract and the only way to fix the issue was to create a new contract and now they are fighting me to put back what I had from the beginning. I did not ask for my contract to be cancelled someone else from my complex must have requested it but my account was cancelled in error. On top of that they are trying to charge me a whole month's worth of cable that I did not use regardless of what happened even thought it was their error and I do not feel that is right. At first they gave me no explanation as to why my account was cancelled and then later said someone called in on 6/7, it was not me why would I cancel my services just to open it up at the same address the same day it was cancelled.

On June 6th, 2019 I was sold an upgrade to my internet service and promised a price that was apparently not an option. I was told I would pay a total of $35 a month for the service (plus taxes) and it will actually be $50 a month plus taxes. I spent 45 minutes on the original call verifying the cost and future costs and was "promised" the total would be $35. I have now spent an additional 4 hours on the phone being bounced around and finally told the sales person wasn't authorized to do that.
The only service for internet available to me is Frontier (that is not even slower). I have wasted over 30 hours of my life in calls and complaints with the company. I am consistently lied to. Unfortunately, I have no other internet options that are reliable (this device is BARELY tolerable half the time) and feel fully manipulated and taken advantage of.

I acquired internet service from frontier communications back on 2018. When the tech support came to do the installation, the employee say to use my own router because it was better quality, so he ended up finishing installation with my own router. Frontier tried to charge for it but after speaking to different reps, they waived the fee. A year later, they started charging me for the router that was never provided to me. After I called to complaint, they refused to refund the money because according to them, I am not allowed to use my own router. However, I am using at their employees recommendation and it was him who failed to deliver a company modem to me. Up until now I have not received their modem and they are charging for it. I want my money refunded. It is fraud. I have evidence of previous conversations with their reps where they agreed to remove the fee and was never told I had to use the company modem. I have proof of all conversations.

I had finally decided to cancel my service after several pricing increases. on the first increase I had called to see if they would give me a better price and they would not instead they wanted me to upgrade my internet and pay additional $20.00 so I had refused. at the beginning of 2019 my internet was always very slow and sometimes in the evening not even able to get on any websites which is very frustrating especially when I work from home and need reliable interest service. On April 1st I scheduled to have a new service provider which was connected on Saturday, April 6. I called Frontier on April 6 to cancel my service and was given a cancel #59337675 and he sent me out boxes to return my equipment which I received on April 9. I also have the shipping document showing the date of April 6 and disconnect under description which is proof that I cancelled. This Date April 6 was the last day of my billing cycle. Much to my surprise, I received an email on April 10 with a new bill from 4/7/19-5/6/19 for which I did not have service with Frontier. I called Frontier on April 10 to check on the bill and spoke to Jaime who told me I owed the bill since I cancelled after my billing, I asked to speak to a supervisor and she switched me over to collections dept and they hung up on me. I called back and spoke to Robbin in billing and she started to tell me the same thing that I had a port out for my phone number and that was not completed in their system until April 8 which was a Monday(my port out began on April 3rd and my new service was set up on April 6) not my problem that it was a Sunday April 7 when my new billing began and the port out did not complete in their system until Monday). I again asked for a billing supervisor and Bob came on the phone and said her would call me back in 5 minutes which he did at 4:23pm. He advised me to wait a month and the billing would be credited since I cancelled before my billing date. I thought at this point everything was all set. I returned all the equipment that was dropped off to UPS on April 25. Then I end up getting a collection letter dated June 1 for the full bill amount that I do not owe for service April 7-May 6, 2019. I called them again on June 6 and spoke to Duana in collections who could not help me and switched me over to billing and spoke to Savanna and after going over the entire story again she told me that since my port out was requested prior to the end of my billing that the bill would be prorated because it did not complete in their system until April 8, but she could not tell me any amounts. so once again I thought everything was taken care of but it was not since I received another email bill on June 11 for the same amount due of $212.84 saying needs to be paid by July 1st. I called again on June 17 and spoke to Briana who asked me if I put in a dispute I thought all these calls were my dispute, so she told me that she would fill out the dispute for the billed charges and someone from that department would contact me within 24-48 hours which no one ever did. so here I am today June 25th asking for help to resolve this issue because I am getting nowhere with Frontier customer service, billing or supervisors. Please help!

I have been a customer of Frontier Communications for 13 years with no late payments. I am relocating and have contacted Frontier to transfer my service. I received a work order number, they were suppose to install my service on July 1, 2019. A few weeks later, Kevin called me and said that in the process of checking my credit for my transfer of service, they inputed the wrong birthday for me which resulted in a "fraud alert" being put on my credit. I was assured by Kevin, a few days later, I was assured by Jeremy, a few days later I was assured my Ishmil and a few other people that they would waive the "proof of identity" form and that I would get my service. They all said it would take from 24 - 48 hours to process the waiver. I still haven't heard from anyone. Today I chatted with Erick and he told me that I have to complete the form. I asked him to send it to me which he sent me alink, the form has to be notorized. I am moving tomorrow. I am completely confussed why I am being treated this way, I have been a customer for 13 years, Frontier made the mistake of my birthday being input wrong and I am paying the price. I also talked to Donovan this morning and he said that this should have been a simple transfer, no credit check should be involved. I won't have internet or telephone service as of tomorrow, and am in complete awe as to why this is happening.