Frontier Communications

I have been a long standing Frontier customer. Due to the inability to get high enough quality internet service to my home so that I could work from home during the stay at home order (I did have technical support help me several times to attempt an increase in speed and was told they could provide no greater service) I decided to try another service. I was under no contract. I called customer service on May 18, 2020 and spoke with Beth in customer service and cancelled our internet service. She informed me that there was a $9.99 disconnection fee. I mentioned that I had already paid Mays bill in full and still had several days left. She said I would receive a credit for any days left. On June 4th I received a bill from Frontier for $65.69. This bill included the $9.99 disconnection fee and bill for service from 5/25-6/26. I called customer service today 6/9/20 and spoke with Andre who informed me that Frontier had been unable to get a service technician out to shut off the services until May 26th (8 days after I had called) and due to that I was required to pay for the entire month services. He also informed me that he was sorry Beth had not told me this but it was not his problem. I asked Andre to speak to a manager and he put me on hold and came back and said that Frontier does not prorate service. That it was Frontiers policy to only charge for a month at a time and since I called on May 18th and they could not get a technician out to shut off the service until the 26th that I was responsible for the entire month of May and June! He would not provide any proration crediting and said that this was a frontier policy. I do not believe that I should be responsible for Frontier's inability to schedule a technician in a timely fashion. I was not informed of any of this from Beth at the time of cancellation and in fact was told the opposite. When I made both of these calls we are told these calls are recorded for customer service protection and I would recommend that both of these calls be listened to. Andre spoke to me as if I was crazy to not want to pay for an entire month of service that I did not receive. I believe Frontier should remove these charges from my bill. I will pay the $9.99. I am not even asking for what Beth had told me which would be a credit for the days I had already paid for prior to cancellation.

I had established service with frontier with the offer of establishing service frontier offered a 100 *** gift card. I applied for the gift card approximately 5 months ago and have not received the gift card. I have called multiple times to try to resolve the issue without success.

I have copied and pasted the email which shows the redemption offer and redemption code that I applied for:

Congrats!

To redeem your $100 *** Reward Card, please complete the instructions below.

Redemption Code:

Had internet service with Frontier Communications from April 2019 to April 2020. During that time, the internet rarely worked; at most it would work for a few minutes to an hour before cutting out completely. I often called daily to request service to repair the problem. For weeks or months at a time I would become so discouraged I would not even bother to call for help; I would just use the internet at other locations such as coffee shops, school, and work. Often technicians would try things remotely, resulting in the internet working for a few minutes to an hour, then cutting out again. Frontier sent technicians to my house and always found issues with the way the services had been installed, the last technician advised me to cancel my service as there were so many issues. I called and asked for a refund and was asked to be patient to see if they could figure out the issue. After a year of wasting countless hours trying to get my service to work (and paying full price every month) I requested a 50% refund (six months total) and cancelled my service. I was told to wait a couple of weeks to see if my refund request would be approved, that I would be called back. I waited about a month, no call back. I called back in May and was told the process can take many billing cycles. After the next bill, I called again in June and was told my claim was denied. I was informed that Frontier had changed their policy, that they only issued refunds once the service began working (I explained my service never worked properly and therefore this policy would not have been logical). I was also informed that refunds were not issued once a service was cancelled. I requested my refund before cancelling my service.

5/23 I found frontier flagged marked on my drive way and grass all over, nobody informed us nothing at all, I contacted frontier via online chat, caller ID, ticket# ***, nothing happened. 5/29 Frontier set up my neighbor's cable service through my property, we found our private irrigation pipe was broken totally, the water flooded . Repair ticket#*** for June 5, somebody showed up on 6/2 by 6pm, checked the broken pipe, told me " I will bring in contractor tomorrow to fix it". Nothing happened on 6/3. I spent hours to call Frontier again, requested supervisor on the line or call me back, " unable to get supervisor". 6/5 expected repair as originally booked, nothing happened. Filed a new ticket #***, I requested leave time to wait on 6/9, called couple times, nobody can do anything, by 1620, text message received, nobody showed up or called, text message shown ticket was completed again. How long do I have to suffer, when can they repair? I am pissed!

I have had issues with my internet for 8 months now. They have only given me one credit of $56 and they lied about coming to fix it. I have had no internet for a week now and still won’t have internet for another 4 days.

My phone line was recently damaged due to a neighbor’s construction. While Frontier quickly repaired the line, there were problems present in the phone line. The phone would only ring once, and caller ID did not work. Additionally, a tone similar to a fax machine would occasionally be heard when dialing my number, but we have no such machine. A technician came to run a test and insisted the problem was a short inside the house. He explained the fax sound as my alarm system, even though I had disconnected the alarm from the phone line. Less than 24 hours later, the problem resolved itself with no repairs of any kind that I am aware of, yet I am being charged $85 for the service call. Customer service has been unable to credit that charge, since the call ticket described the problem as being with the wiring in my house. I feel that I am being unfairly charged, as the problem was quite obviously not with my wiring.

I called and requested service in late March so that I could work from during the shelter in place order. The company sent me a modem that I could never get online. I had asked for a tech install but when he came out he checked the line to ensure that I was connected to the system but wouldn't give a modem at that time because they were to mail me one. A few days later I received the modem in the mail. I tried a few times to get the modem set thru the self install but I couldn't get it to work. I called my cable company and was lucky enough to have a rush install done. After I set up my service with my cable company I returned the equipment to Frontier via the mail. I thought that was the end of the account until I was contacted on 6/3 saying I had an open account. At that time I was confused but did not act at that time. On 6/9 I was contacted again this time I stayed on the line and worked with them. After being transferred several times I finally worked with Angel Rep #Z_all107 who set up my disconnect, confirmation 057683268, for 6/15/2020. I was told not only could they not back date at all but I was going to be subject to additional charges thru the 6/15/2020. I was also told that since I used USPS instead of FedEx that there was no way for them to verify they had received their equipment back so I would be charged it. Unless I contacted their distributor had them resend me the modem and then I return it via their process.

In late 2019 I called Frontier Communications and closed both my internet and phone service accounts provided by Frontier and they transferred my services over to *** at my request. However Frontier continued to bill me for one of the accounts and continued to automatically withdraw money from my checking account from September 2019 to January 2020 even though the service was being provided by Optimum. Even though I had instructed them to close the account, I had to go in and remove my automatic debit information in order to stop them from taking money out of my checking account, and I also had to call them again in late January 2020 and again request that they close the account. Even more worrisome, Frontier then went so far as to submit a claim to a collection agency saying that I owed them $64 for services they never provided to me.

Across several hours of phone calls, getting disconnect by Frontier multiple times and being passed around to over 10 different people, Frontier acknowledged that they did not close the original two accounts as requested because within their system Frontier failed to link together both the phone and internet service accounts for my home. So even though I requested both accounts be transferred (which they were transferred), Frontier mistakenly only closed one account because they were not linked together. That's how Frontier explained their error to me.

Even though Frontier acknowledged their error, they also stated it was out of their control since the claim was already with the collection agency. I paid the collection agency the $64, but despite that it still shows on my credit report and I cannot proceed with refinancing my home because of Frontier's billing error.

Beginning with my April billing statement, And continuing through today, I have issues with overcharging. On my April statement I was charged a base fee of $200 for “unreturned equipment charges“, in addition the taxes this month, were overcharged as well (taxes usually 11 or $12 and this month they showed $44.77). After receiving this bill I called Frontier on April 3rd, and spoke with Jesse , a customer care consultant and he transferred me to “Annette”, in the retention department. In this phone call,It was agreed there was “no outstanding equipment”, Due. So we agreed I would pay my normal monthly of $138 and some odd cents this month and that they would make an internal adjustment to correct the error in billing.
Received my May bill {which by the way showed late charges of $7.67 !!!} and it was showing My new charges as well as a previous balance of $384.19 as I paid with the representatives told me to pay the previous month ( the $138 roughly) I had to call again. This time I spoke with Jen in the retention department. She reviewed and told me to pay only $87.25 this month. She also indicated that this amount due included a $50 credit that they were giving me for the time and trouble I have had with these billing errors. ( I later found out they did not give me this $50 credit but only $26 as a credit.. why? I’m not sure..) so following Jen’s Review and conclusion, and instruction, I paid the $87.25. This time the taxes were $27.25 and I believe that was another overcharge of taxes.
Then comes my June bill.... This bill Has new charges and A previous balance due of $441.14(!) for a total of $523.08 now due??? Whaaaaaat? And the taxes on the June bill are now $24.89 another overcharge!!! I called Frontier again and spent over 2 1/2 hours this time speaking with Hayden in the retention department. I had requested to speak with a supervisor however, they handed me over to Hayden who is not a supervisor, but apparently An “Account Manager”-He tells me that the last two representatives I spoke with for April and May Misspoke and told me incorrect amounts that were due! I told him I spent valuable time both April and May being proactive and calling Frontier to dispute the charges and correct them.. are Frontier employees not responsible for what they quote me.? Basically, he said no they’re not.. And that now he wants me to pay $305. And some cents, which He stated was an “inflated“ amount, but I would receive a credit next month. I told him I would not pay more than what was due. I asked for a written breakdown of what was due and he told me he couldn’t give me one , however” the next billing would be corrected” .. which is what Annette and Jen had told me also… To rub salt in the wound, my new charges now have increased because my “bundle discount has expired”, even though I still have the bundle .And at this point, I’m so confused I have no way of knowing what amount is truly due. I have been paying the amounts that the Frontier employees have quoted me April and May. Listen to the recorded tapes. You will be able to confirm I did what I was told to do by Frontier. Hayden is telling me that the equipment was “never flagged as returned “ he also agreed that “mistakes were made by Frontier“.. But thought it would be best for me to over pay and pay this $305.08 now - I told him I didn’t understand what this amount was for if I was paying what I had been told each and every month I should have a zero balance with the exception of any new charges, and perhaps a credit for the overpayment of the taxes for April and May, and late charges that were assessed, due to Frontier‘s mistakes. At the end of our 2 1/2 hour conversation I asked if he would call me the next day, as I needed time to process all of this information. He told me he would call me at 10:30 my time the next day. The next day 10:30 came and went - he did finally call three hours after our scheduled agreed-upon time and told me that “he had been very busy“ that morning, which only added to my extreme frustration with Frontier. Can the employeeS do what they tell you, when they tell you? Are they not responsible for anything they tell you ? It seems to me I have received false promises and feel like I’ve been taken advantage of. They tell me one thing and charge me another. This time Hayden and I spoke for over a half an hour and he told me that The “system adjusted a new balance overnight“, and that now I owe $254.32 before July 1, because they finally credited me the unused equipment as well as a credit of $23 (perhaps that represents late charges? I’m really not sure at this point.) It seems to me if a frontier employee reviews the billing and tells me an amount to pay and I pay it I should have a zero balance at the beginning of the next month. This did not happen in May or June, and now they’re telling me to correct the mistakes And misquotes the Frontier employees made, I now need to pay the $254.32 If I felt I owed this, I would pay it, however at this point… I just don’t know... and if I do pay this amount (which is once again, less than my billing amount), won’t the cycle repeat and I”ll have another problem in July again? To think this all started with a frontier internal error saying equipment had not been returned, when in fact it had...

From about October of 2019 until about May 2020 I have had little to no internet access from Frontier. My internet would turn off and on all day and I would be unable to connect for days even weeks at a time. I would consistently call and run through their usual steps of "turn this off and on" until finally they would schedule for someone to come out and look at my connection. After which I would have internet for maybe 2 or 3 days time if I am lucky and then back to zero service. This had been an ongoing occurrence from the very start of my "service" with Frontier and it wasn't until October of 2019 that I hit my boiling point. I would call and call and ask the service rep to record all my statements and periods of outages, and they would always tell me they did. However, the next day when I would call again it was as though no one has ever heard of my problem and there was nothing in my "file". Finally around April or May of 2020 I was told that they could not credit my account any more until the issue was resolved and if they couldn't resolve my issue then they would have to terminate my account. During this conversation I was told that I would not be charged if this would happen.Well after continuing to receive bills for a service that I was not being provided I canceled my account. I then received a bill saying that I owe for a past balance. I called again and told the Representative that I was instructed by their own managers repeated that I was not to be charged for this service and they told me an investigation would be opened into my account and I never heard back from them until I just received a notice form a collection agency that I owe for my past due balance.

Ordered internet service for 6/1/20. Provided ETA of 8a - 12p PST. Technician arrive around 1:30pm PST after I had called the customer service around 12:30pm PST to ask for an ETA update. Technician stated he could not install the service I ordered which was 9 mbps because it was "too far" and could only install 3mbps. No explanation was provided by the technician. He asked for access to my parking area. I provided him access. He left black marks all over my newly painted walls from his "installation". Two hours later he advised to "wait 1 hour to use my internet" and left. It did not work 1 - 2 hours after his departure so I called customer service. I was advised they didn't have an account created for me so I needed to wait 24 hours for the service to activate. I expressed I worked from home so I could not wait several days for my internet to work. They said there was nothing they could do and needed to wait 24 hours. I waited the 24 hours and reached out to customer service again. They were unable to resolve the issue with the internet or get it operational. They said they would need to send a technician back to our house on 6/10/20. I expressed I could not and would not wait 10 days for internet that was supposed to be operational 6/1/20. They moved my date up to 6/4 and said that was the best they could do to assist. I advised I could not be without work for 3 days and needed it operational. They said there was nothing they could do. The technician called me and said he knew additional work was needed even though he said the internet should work within 1 hour. He also said that 3 mbps was going to be extremely slow and hardly able to use it anyway. At which point I said I wanted to cancel the service with the company. He told me I needed to call customer service back then and hung up. I called customer service back and was advised they would cancel the service with no charge and ship me the box to send back their router. I received a bill from Frontier a week later for $76.02. I reached out to their customer service and was told they would not credit the account because I did not give them enough time to try to resolve their issue with installing the internet at my property. I explained I hired an alternative company who had the internet up and operational within 2 hours of signing up for their service. I explained they have continuously provided inaccurate information, damaged my walls, and never provided me with a service that I should have to pay for. They said sorry, they would not resolve the matter and insisted I owe them $75 installation fee, monthly service fee $27.99, wifi router fee $10, $9.99 delivery fee, and other taxes and fees. I advised them I would be filing a complaint and they said sorry the credit department will not approve it and to do what I need to do.

I ordered phone service and internet in Jan but I have not been set up with either ! They said a rep would contact me to come out hook the phone up and come In to set up the internet. The only call I got was a tech saying they were hooked up and ready to go, nobody has ever been inside the building to hook the Internet up or drop off any equipment! I have called numerous times and got the same response " they will contact me when a tech comes and again. I only get. Call a call saying work has been completed. Still no phone service or internet! I requested to transfer the calls to my cell until they got the issues worked out and that NEVER got do e either!! I have lost business due to FRONTIER A customer rep looked at my acct and said he could see there was no usage of the service. This matter still has not been taken care of!

So here's the deal...I had moved out of a former residence I was living in way back during the month of March. I had turned my keys in, in fact, to the landlord on April 11th as we had finished moving. It would have been sooner, but with the COVID things going on, we had some rocks along the way. At any rate, I had contacted this business and was really disappointed that they do not have internet services where I have moved to, but I regretfully had to cancel my services. I had been with this company for a few years and really thought they were great. So, basically I was told that any monies I had paid, etc. would be a loss. I don't even remember the finer details to be honest, because my job and all that's went on with my family in the last several months has been unreal with all this craziness. So, anyway, here I am June 5, 2020 and I get a bill in the mail and not only is it a 'bill'-but it's a threat that I am PAST DUE and it's going to go into collections..in fact, the letter I get is ended with the following: "Sincerely, Frontier-National Collections Center". So, I call the customer service. Long story short, 1.5 hours or so later, I find out that I'm basically stuck and I was told that they refused to even prorate as Frontier has done away with doing that. I did ask them to note on my account to not charge me any late fees, due to the fact I didn't even know I was getting another bill. Let me add that this bill is for a whole entire months service and is $48.98 and was stated to be past due as of 05/27/2020. Let me say this really clearly: I HAD NO IDEA I WAS EVEN GETTING A BILL, NOR HAD I RECEIVED ANY BILL UNTIL NOW! I had asked to be pardoned on this bill or something to be done and as I mentioned I was basically told that I"m stuck with it.

4 days without internet. Several hours for the last 2 days, no resolve. Company places me on hold, disconnects and never calls back as promised.
I want compensation for loss of services, and I want a service tech here today June 6, 2020.

They claim I gave them a "passcode", which I did not, or do not remember. It seems no one, not even the managers, can cut through the digital obstacles to know who I am. It makes it impossible for me to cancel my account in a timely manner. I now have to wait 3 days for a letter to arrive whereby I can ascertain that I am who I say I am. THEY ARE HOLDING THIS CUSTOMER HOSTAGE!!! I don't think that is legal, ethical, or business-savvy possible.....

I cancelled service on my account with Frontier on March 26th, 2020. I had lost my job due to COVID-19 and had to move out of my apartment. The company has a written contract saying I could cancel at any time prior to the month and did not need 30 day notice.

I have called approximately 10 times and spoken with numerous supervisors and the collection department. The different representatives are falsely claiming that I did not call to cancel until a later date. One person claims it was May 26th then the next person will say May 1st or a different date.

The company is lying and just trying to charge me for a service I never received and had cancelled with sufficient time.

I have had problems with my phone for some time. It will disconnect during calls and it won't give a dial tone when I call out. I pay over a hundred dollars for a service I don't even get. I have heart and asthma issues and need a phone. They send me messages stating they're working on my phone and I never get the services I pay for and yet they still want to threaten me for more money for repairs. Can you do something about this please? My health needs a phone.

I registered for an internet account with Frontier last year, but cancelled the account prior to installation. I never had any equipment installed. I never had a technician in my home. I never used their internet service.

Recently, I applied for a loan only to be denied due to my credit score. After investigation, it turns out there was one single item dragging my score down...a collection for an outstanding balance with Frontier. I called to find out what it was for and it turns out their company billed me for installation and internet service even though I had cancelled and never even used the service. The customer service representative I spoke to could not even find my account at first. When they finally did find it, there were mismatching customer details (more on this later). The rep said Frontier would have to investigate my claim that I had cancelled service by reviewing the phone logs. They would get back to me in up to 30 days with the results. I did not have time for that as I needed this debt settled ASAP. The rep advised paying the debt directly with the collector to get it removed quickly and then get reimbursed by Frontier pending the investigation. I did so. I also never heard back from Frontier.

Upon paying the collection agency, the line item still exists on my credit report with a zero balance. This still lowers my credit score though. So paying the debt did nothing. I asked the collector to remove the item, but they can only do so if Frontier asks them to.

I reached back out to Frontier several times with no resolution. The first rep told me that the Frontier investigation showed I should not have been billed. That I was not at fault. That this entire situation is Frontier's fault. This never should've been a debt. It shouldn't have gone to a collector. And I shouldn't have had to pay. BECAUSE OF FRONTIER'S MISTAKE, my credit score has been lowered to a point where I cannot secure a loan. Also, Frontier has effectively stolen my money. This rep transferred me to credit to get reimbursed and to get help in resolving the situation with the collector (i.e. removing the item from their records). The rep said they could not and transferred me to billing. This was the last straw. Billing could not validate my account because of the mismatching customer info I mentioned above...and they refused to help me or transfer me to a manager. This is after spending 2 hours on the phone and getting nowhere. I finally spoke to another supervisor who refused to help and said absolutely nothing can be done. He refused to contact the collection agency. He refused to give me written confirmation that Frontier had incorrectly billed me and started this whole situation. He refused to reimburse me. He refused to escalate me to any one higher than him.

This is more than just the $178 that have been stolen from me. That is my lowest priority at this point. The issue is that Frontier made a mistake. Frontier clearly has terrible organization in that they don't even have my correct customer details on file. They repeatedly made claims that they would contact me with results, but never did. Frontier finally admitted to the mistake and that I shouldn't have been billed. But they refuse to help resolve the situation. I'm unable to get approved for a loan because of Frontier's mistake and refusal to fix their mistake. Their customer service reps are incompetent and all claim different things. Their business practices are clearly setup to secure money as quickly as possible without taking any responsibility for mistakes.

Ive signed up for frontier internet over 2 months ago and I have been having issues with them since day 1. Customer service is a complete mess and I was just transferred from 1 agent to the other for weeks. Trying to get s technician to come down for days but they had to reschedule me again and again because the ticket was miraculously deleted without reason.

I ordered 1 gigabit internet on June 3rd. Subcontractor *** started no current fiber optic on premise, Frontier states that fiber optic is available at my location but subcontractor refers me to Frontier whom then in turn tries to cancel my order. I’m perplexed, I have a witness of when the frontier rep stated “we will cancel your order”. I tried to talk to someone on chat and was disconnected (screenshot as well). Needless to say Frontier is not installing internet that is available to me.