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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In July 2017, I transferred services from once address to another to begin Aug 1, 2017. I took the same router with me from the old address and there was no new equipment sent out nor was there any installation done. Frontier kept the old account opened as well as opened another account. Here we are almost 3 years later and I receive a collections notice at my current address. I contacted the collections agency and was asked about an address with which I am unfamiliar. Collections asked me to contact Frontier. Contacted Frontier and was told that the address was a mailing address and not a service address and needed to contact collections agency. I explained that I had already contacted the collections agency and was told to contact Frontier. The initial representative was very helpful. Explained to me that Frontier overlapped services and even kept the account opened through the end of the year. Once the account was finally closed out, the bill was adjusted and billed through October which is two months after services began at my current address. This representative transferred me to another representative and I explained the situation to him and was told that he would have to put in a claim with Quality Control to review the recording to verify that I transferred service and NOT just opened another. (Makes no sense. Why would I want to leave an account opened at an address I am moving?) He explained to me that I would receive an email regarding the outcome. Never received an email or phone call. Followed up with Frontier a month later and requested to speak to a supervisor. Supervisor contacted and told me this never happened. There's no way anyone would tell me that. This account is in collections and needs to be disputed through collections agency. He transferred me directly to the collections agency. I put in a dispute with the collections agency. Didn't hear anything back from them and followed up after two weeks. Collections agency said Frontier says I am responsible for the debt. I asked for it to be disputed again and ask specifically how I am responsible for an account that Frontier kept opened even though I transferred services to a new address. Also, why didn't I receive bills to the current address instead of sending bills to some address they made up? Had they sent bills to the transfer address this could have been resolved then. Received a call from collections agency today and was told that Frontier keeps the same position that I owe the balance because I should have called back to verify that the account was closed. Not sure why I would do that if I was under the impression the services were being transferred.
Thank you for referring the complaint of Mrs. 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 our records do not reflect that a move order was initiated to transfer service and therefore; Billing Telephone Number (BTN) continued to be billed. BTN *** was disconnected effective October 30, 2017. BTN *** was installed effective August 1, 2017. This account was disconnected effective November 14, 2019. Research determined that the customer was double billed for services rendered from August 11th to September 10th, 2017. A refund request in the amount of $144.40 was initiated. Please allow up to 14 Business days for receipt. BTN *** was zeroed out and recalled from Collections. Please allow up to 60 days for credit bureaus to update their records. On June 16, 2020 I advised Mrs. that credit was issued to zero out the account balance and that the account was recalled from Collections. Mrs. has my direct contact number should she require further assistance regarding this issue.
We apologize for the inconvenience this matter may have caused. We trust this information will assist you in closing this complaint.
Sincerely,
Stacey M.
Customer Relations Specialist
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
We canceled services with Frontier on March 23rd. They then went on to charge us an invalid early termination fee and for additional services. No invoice was ever received even though they claimed to send one, we are not in paperless billing & we had not moved. I also logged into the account in early April to check for a bill and there was nothing there. After a long conversation, I find out sent the bill to collections which I have disputed. I am happy to pay a pro-rate fee for services rendered but I will NOT pay a cancellation fee or anything over the 8 days of service we had. Their deceptive business practices will NOT be tolerated.
Frontier CommunicationsThank 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.
*** indicates that Frontier improperly charged her an early termination
fee.Frontier has investigated the above
statements and offers the following response:Ms.’s account was
automatically renewed on September 16, 2016. Frontier offers this automatic renewal service as a courtesy in order to
allow our customers to continue to receive monthly credits and discounts. Frontier lists the contract dates and the
automatic renewal policy on each monthly statement.Frontier advises that Ms.
*** can dispute the charge with the Outside Collection Agency or with
Frontier’s collection department at 1-800-921-8105.Frontier communicated the
above information via email and included direct contact 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.
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 husband was an employee of this company. In June/July of 2018 & 2019, I had to call to have his employee discount added back on. By me doing so, I believe this company decided to just update our term. The package we were on has not been sold by the company in over 3 years. Once the initial term expired, our services were month to month.I have already attempted to contact the outside collection agency, disputed the bill but Frontier sent it back to the agency and will not send it back for dispute. The collection agency informs me I need to contact Frontier to have anything adjusted and Frontier tells me the opposite. At this time, Frontier needs to remove the Early Termination Fee & I will pay the balance due. There is nothing in their Terms and Conditions that states there is one and only states that we are responsible for paying for our services through Termination. Page 10 of their document says, "Upon termination for any reason, you will be responsible for payment of all outstanding account balances and equipment fees accrued through the date of termination."https://frontier.com/~/media/corporate/terms/hsi-residential-internet-service-052017.ashx?la=enAlso, this company says they have no Contracts on their website. However, they are trying to say we are in one. I have asked for a copy of our signed contract or a recording of the call with a verbal agreement to continue with a Term rather than month to month and they have not been able to produce one.
https://go.frontier.com/internet/no-contract-internet
Regards
Frontier CommunicationsComplaint Number: *** Company
Code: Click here to enter
text.Customer
Name: ***
*** Phone: Thank you for referring the rebuttal
complaint of ***
*** to our office for review. We appreciate Ms.
bringing this matter to our attention.The Complaint states that:Ms.
*** indicates that Frontier improperly charged her an early termination
fee after she ported out her number and her account has been sent to an
Outside Collection Agency.Frontier has investigated the above
statements and offers the following response:Ms.’s account was
automatically renewed on September 16, 2016 and every year thereafter. Frontier offers this automatic renewal service
as a courtesy in order to allow our customers to continue to receive monthly
credits and discounts. Frontier listed
the contract dates and the automatic renewal policy on each monthly statement.Frontier advises that Ms.
***’s balance was written off and sent to an Outside Collection Agency for
non-payment. Frontier advises that Ms.
*** can dispute the charge with the Outside Collection Agency or with
Frontier’s collection department at .Frontier communicated the
above information via email and included direct contact information.Frontier advises as of June
25, 2020 the early termination fee of $100.00 has been credited to Ms.’s
account and it leaves a balance of $67.10.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.
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
My business, ***, located at ***, Long Beach, CA, has internet and phone service with Frontier Communication. Recently, due to Covit-19 lockdown in California, our business was closed since Mar 19, 2020. Frontier disconnected our service without notifying us, yet charged our bank account full monthly charges since Mar 2020. When we reopened on May 30, 2020, we found ourself without internet connection and unable to process customers' credit card transactions. We spent days contacting Frontier, but Frontier lied to us by stating that, first, our account has been suspended for non-payment, then claiming outage in our area. To add insult to the injury, Frontier even double-charged us the Jun 2020 monthly charge.
NOTE: we contacted Frontier Customer Service countless times on *** and Tech Support line. We talked to a representative named Lolita over the phone on Jun 1, 2020.
Service was restored and credit for repair done.
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.
The service was disconnected on May 19, 2020 without my knowledge. As such, I had no service from that day until Jun 10 or 11. I would like to have my charge prorated for the time without service.
Regards
Advised of the employee who requested suspension and when credit will appear.
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 contracted with Frontier Communications for the Ultimate cable package which in included all of the premium channels to date they have stopped carrying ***/*** and as of June 1 they changed the lineup so that I have to pay an additional charge for *** 2. Not *** that is still included but *** 2 will cost extra every month.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate Mr.
bringing this matter to our attention.The Complaint states that:Mr.
*** advises that Frontier has changed the Ultimate TV package lineup,
removing the *** 2 channel. Frontier has investigated the above
statements and offers the following response:Frontier contracts with various programmers to offer content to our TV service customers. These contracts periodically expire or are terminated. Frontier negotiates in good faith to reach new agreements with program providers in order to offer our customers a rich TV experience. Generally, these contracts are re-negotiated or extended with no change to or interruption of service. Sometimes, however, there are changes to channel line ups and to the content of programming packages. On June 1, 2020, the *** channel was removed from the Frontier’s programming package. This is a result of contract negotiations with *** that will only allow Frontier to offer *** as an a la cart option.Frontier spoke to Mr. today and advised him of all of the above. 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.
I have phone, tv and internet service with frontier. April 30th I started having problems with our internet service. It would work for 5 minutes then go down for hours. This affected my ability to work as well as our tv service. I did a chat with customer service and with out checking for other problems I was told I needed a new router. 5 days later, new router still didn’t work. This went on with several different service agents. I called customer service and asked for compensation for the trouble and service issues. I was told we would get a 30 day credit. After almost 3 weeks they finally sent a tech out to repair our service. He was her for several hours he changed the router 3 times, changed the cable, changed the box. Frontier showed we had service but tech could see we did not.The tech changed the hub and finally got it working. Then I got my bill, I was upset that I didn’t receive my credit. I was told I had service so it was denied. I was upset about this and asked for a manager. I got an escalation specialist who said she would look into it but it would take a day or two. It has been 5 days and I have not heard from anyone at frontier. We have been with this company for 27 years we have had many lapses in service but this one was big and I am not getting any customer service.
Frontier CommunicationsThank 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 on April 30, 2020 she started having issues with her
Internet service she called Frontier and spoke with operations support
center and was told that she needed a new router and five days’ later service
still did not work after receiving the new router. Ms.
*** advises that she called Frontier multiple times and after three
weeks a technician came out and fixed her service. Ms. asked for compensation and she
was advised that she would get a month’s credit and she received her bill
and no credit was applied to her account.Ms.
*** called Frontier and was advised that the credit was denied and
she asked for a manager and was given an escalation specialist that was to
call her back in a few days after researching. Ms. advises that it has been
five days and have not heard from Frontier.Ms.
*** advises that she wants to receive the credit that she was
promised.Frontier has investigated the above
statements and offers the following response:Upon investigation, Frontier
advises that service was repaired on May 13, 2020,Frontier provided the one-month
credit to Ms. account on June 18, 2020.Frontier spoke with Ms.
*** on June 29, 2020 and advised her of the information and she is satisfied
and has direct contact 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.
When I signed up for Frontier internet services in 2019, a promotion was offered to me: 1 year paid *** Prime membership and a $50 *** gift card. To date this has not been honored even after three calls to request the same. The initial two calls results in escalation to a manager approval which never took place as the fix needed to be back dated. The third I was told to call *** and tell them I'm a Frontier customer and request a year subscription. When I pushed back on this, I was told by their Promotional Dept that nothing could be done. This was a bait and switch and false advertising technique to gain my membership from a competitor. But for this promotion I was not going to move internet providers.
Frontier CommunicationsThank you for referring the
complaint of Nick
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr.
*** advises that he has not received the one-year *** Prime membership
and the $50.00 *** Gift card offer when he signed up for his new service
in 2019 that was promised to him by Frontier. Mr.
*** advises that he is looking for Frontier to honor what they
already promised him or if not, credit his account the same value of $169.00.Frontier has investigated the above
statements and offers the following response:Frontier investigated and
advises that the promotional codes were never put on the original installation order
which caused the one-year *** Prime membership and the $50.00 *** gift card
offer not to process and to have them activated.Frontier advises credit has
been applied to Mr.’s account in the amount of $169.64 the value of
both offers. Mr. will see the
credit on his next bill statement that prints on June 18, 2020.Frontier advises that
attempts to reach Mr. were unsuccessful. Frontier communicated the above information
via email and included direct contact 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.
Frontier has refused to provide service to my address, despite operating service across the street. The marginal benefit of hooking up this address vastly outweighs the marginal cost, yet Frontier refuses to provide a connection to their network. I believe this refusal constitutes a violation of the Sherman Antitrust Act of 1890, and reflects collusion with competitors to price fix the ISP market. As it stands, I have only one service provider, ***. Having only 1 ISP option removes the incentive needed for a competitive advancing market. This is evidenced by *** not offering the symmetrical upload and download speeds associated with fiber, leaving consumers with an inferior product at a higher price.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
• Mr. advises he would like to obtain Frontier Fiber internet service.
Frontier has investigated the above statements and offers the following response:
• Research determined this is a no serve area for Frontier.
• Frontier does not provide service at the address of *** • Frontier spoke with Mr. who indicated satisfaction with the resolution.
We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
Internet Service has not worked properly in over 6 months. After countless phone calls trying and trying to get things right with no progress I decided to cancel internet service. Was told that even if I cancel service today that I would still be billed for the entire month. Feel that I have been being unfairly charged for the inadequate services provided not to mention that I will continue to be charged for the duration of billing cycle. Associate's were not willing to help or compromise in any way, ive never experienced such a lack of service /customer service.Monthly premiums paid were $39.00 a month for 5 mbs. Was sent a new router which helped for 2 weeks, after that when I did have service which was only in early hours of the day I would only have 0.5mbs which was not stable or usable.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
• Mr. advises he should not be billed a disconnection fee and billing through the end of the bill cycle.
Frontier has investigated the above statements and offers the following response:
• Records show disconnection service order *** due June 12, 2020.
• Frontier advises the terms and conditions were updated in July 2017 ending partial month credits.
• Frontier advises there is a $9.99 Broadband Processing fee that is charged for all Broadband disconnects.
• As a one-time courtesy, a credit of $10.00 was applied to the account for the Broadband Processing fee. This should reflect on bill date June 15, 2020.
• Frontier spoke with Mr. who indicated satisfaction with the resolution.
We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
On the 1st of June I called Frontier Communications support on my phone to speak with the billing department. My concern was that my bill keeps going up and up but my service has not changed or the speed in which I am receiving internet connections has not increased. I purchased their services understanding that for the 1st year it was $39.99 a month at 18mb per second speed. I also understood after the year had expired I would be paying regular price, somewhere around $43 to $50. Now recently my bill keeps going higher and higher for an Older type of internet access technology and I feel I am being taken advantage of. At the point I call them on June 1st I am now being charged $59.63 For DSL
I explained to customer support that due to the Covid-19 shutdown and the fact I didn't know when I would be back to work and money being tight I needed to reduce my over all bills because I have no income and I am looking at Frontier's bill and wondering why I am being charged $59.63 a month for a 18mb DSL connection when I can get a high speed cable 50mb connection for $39.99 a month. I asked the Frontier support why they are charging people such a high price for a service that provides such a low speed. Their prices are what one would expect to pay for a more premium service such as High speed cable between 50mbs to 150mbs. I have sense switched my service as of June 2nd 2020 and purchased myself a 50mb connection for $39.99 a month.
First of all I believe they are price gouging people for the level of service they are providing. Frontier should be charging more like $29.99 to $35.00 a month for such a slow internet connection speed.
So my last interaction to Frontier was Today June 2nd, I called to cancel my account and service and this interaction is what lead me to file this report, not so much being what I believe to have been over charged but what they said to me upon canceling my account. I asked them to cancel my account today on June 2nd 2020 which they did. I asked if I needed to return the modem and they said I did not but I will save it anyway just encase. Here is where it got weird, the person who canceled my account stated at the end of the conversation that I would be billed for the remainder of the month of June 2020 even though I called and canceled service today on the 2nd of June 2020 because it was their policy and that Frontier can still provide their service to me up until the time I would normally be billed if I had not canceled. OK so there are countless companies that can provide services and If I cancel a few days into the billing cycle of the next month from what I get is frontier believes even though I canceled service some how in their minds just because they are still available to provide the service regardless of the fact I canceled some how that gives them the right to bill me for services I am no longer using and it has been replaced and is no longer connected. That's amazing, who ever came up with this idea is a true crook. If your not rendering services or your services have been canceled then you do not have the right to get paid and I do not have a contract with Frontier.
So basically what they are going to do based on what I was told is charge me for the remainder of the month of service that I am not using regardless of the fact that I called, canceled and I have a Conformation number showing that I canceled my account.
Even if this is Frontier's policy it is wrong and should be illegal, It's my account, I pay for the service. When I cancel that means I no longer need or wish to have the service provided. If Frontier feels they need to charge people for service beyond the point when they call and cancel then some one need to call a cop because that is stealing. You can't be charging people for a service that they no longer want or need or use especially if one is to call and cancel, I feel like I have just been shaken down by a thug.
Here I am sitting at home for the last three months, no work, no income, caring for my 82 year old mother, trying to stretch what little money I have in the bank not knowing when I will be returning to work and I am dealing with for the most part thieves that want to charge me for services I canceled let alone I feel strongly they are over charging all their customers. I believe when some one calls and states I no longer wish to use your services and cancel please, that means the billing stops, the services stop. What these people are doing should be illegal and just because they might have that in their fine print somewhere doesn't make it right.
What is happening here is a true indicator of poor business ethics at it worse.
Thank you for referring the complaint of
Mr.
*** to our office for review. We appreciate Mr. for bringing
this ***er to our attention.According to the complaint:Mr.
*** advises that he is billed for Internet services after his service was
terminated.Frontier has investigated the above statements
and offers the following response: Frontier
advises that Mr. requested to terminate his account on June 2, 2020.Frontier
advises that Mr. was billed for services from May 26, 2020 through June
25, 2020 prior to termination.Frontier
advises that prior to termination, Mr. was billed (and thus incurred
charges) through the end of his billing cycle for non-regulated services as
stated in Frontier’s Terms of Service (https://frontier.com/corpoate/terms).Frontier
has set a follow up to review Mr.’s June 26, 2020 bill statement and
provide credit adjustment for prorated service charges.Frontier
apologizes to Mr. for his customer service experience. Frontier is working on opportunities to
alleviate customer frustration related to customer support and technical service.Frontier
spoke to Mr. on June 4, 2020 and communicated 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 ***er.Thank you for referring the complaint of
Mr.
*** to our office for review. We appreciate Mr. for bringing
this ***er to our attention.According to the complaint:Mr.
*** advises that he is billed for Internet services after his service was
terminated.Frontier has investigated the above statements
and offers the following response: Frontier
advises that Mr. requested to terminate his account on June 2, 2020.Frontier
advises that Mr. was billed for services from May 26, 2020 through June
25, 2020 prior to termination.Frontier
advises that prior to termination, Mr. was billed (and thus incurred
charges) through the end of his billing cycle for non-regulated services as
stated in Frontier’s Terms of Service (https://frontier.com/corpoate/terms).Frontier
has set a follow up to review Mr.’s June 26, 2020 bill statement and
provide credit adjustment for prorated service charges.Frontier
apologizes to Mr. for his customer service experience. Frontier is working on opportunities to
alleviate customer frustration related to customer support and technical service.Frontier
spoke to Mr. on June 4, 2020 and communicated 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 ***er.
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 chose to switch providers Feb. 11th. I made arrangements with another internet provider and called frontier to cancel my service. My new service began Feb. 15th. Frontier was supposed to port my over on the 21st, they didn't. Then they said it was going to be the 25th. They still have not ported it over. They continued to bill me for service. According to them they disconnected my service sometime in March then charged me a disconnection fee.No they say if I don't pay them $331.72 I will be reported to the credit bureau. I did all I could do to end my service properly. I had been with them long enough to not have any fees for canceling my service.They refuse to port my phone over to this day. I have spent 5 hours + trying to get this cleared up to no avail. It is not my fault they messed this all up. I have documentation showing my new service start date. There is more information but for now this gets my issue out.
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 Frontier account and wanted
his home phone number ported out to his new provider on February 21, 2020. He states that the number did not port
out and he was billed for an additional month of service. He would like to be credited for the
days for which he was charged but did not have service with Frontier.Mr. advises that his phone number still has not been ported out
to his new provider and needs to be activated so that the port out can
complete.Mr. advises that he should not have been charged an early
termination fee for having cancelled his Frontier services.Frontier has investigated the above
statements and offers the following response:Frontier advises that the order for the port
out the phone number completed on February 25, 2020, which automatically closed
out the account. Since Mr. wanted the port out to be completed on February 21, 2020, the bill for the
final month of service has been prorated back to that date as a courtesy. The customer will only owe for the two days
in that billing cycle that the service was still active. Frontier advises that the number ported
out but was not activated by the other provider. A new order has been written by Frontier so
that the number can be activated, and then the new provider will need to send
over a request to have the number ported out to them.Frontier advises that the early
termination fee is a valid charge since it was confirmed that the customer did
agree to a two-year contract.Frontier spoke with Mr. on June
3, 2020 and June 4, 2020. He was advised that his remaining balance consists of the early
termination fee, two days of service, plus all applicable taxes and surcharges. He stated that he will pay the balance, and Frontier
advised him that a new order has been set up to have the phone number activated,
so that the other provider can send over a request to have the number ported
out.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.
Had no service for the first two months of service and they will not reimburse me for the service I didn't received, I called several times and they said every time they fixed it in there end but still having issues, so finally I had time off work to schedule a service call and when the technician arrived he actually said I was connected to service line that wasn't working, so that they should reimburse me, but when I called them the person on the phone said yes but while I was waiting for it to process, it was denied, been disputing this with then since October 2019, please help.
Frontier CommunicationsThank you for referring the
complaint of ***
*** to our office for review. We appreciate him
bringing this matter to our attention.The Complaint states that:***
*** states he had no service for the first two months after
installation and Frontier will not reimburse him. ***
*** states he has called Frontier several times and agents tell him
service is fixed but still having issues. ***
*** states he scheduled a tech visit and tech informed him that he
was connected to service line that wasn’t working so Frontier should
reimburse him but when he calls he is told credit is denied. Frontier has investigated the above
statements and offers the following response:Frontier has made several
attempts to contact *** regarding this issue and was unsuccessful
in speaking with him. Frontier has mailed a letter
with direct contact information if he needs any additional assistance. 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.Frontier Specialist: Kelly
E*** Department: Executive
Relations
I have been a customer with Frontier for several years. In August of 2017, I switched my service to internet only. I was being billed "nonpublished listing" charges of $4.75 on all my statements until Feb 22, 2020, when I called and asked what that charge was. I was told it's for phone lines and that I should not have been charged for that service since I do not have a phone line. I asked for reimbursement of those charges and was told by Frontier that they would only reimburse me for 3 months worth. This is inadequate and an insult as I have been charged for approximately 31 months. I was also charged phone line taxes that were approximately $.50 each month. I should never have been charged the nonpublished listing charge and phone taxes from the beginning.
Thank you for referring the complaint of
Mr. ***
to our office for review. We appreciate Mr. for bringing this matter to our
attention.According to the complaint:Mr.
*** is disputing the Nonpub Listing charge on his statement.Frontier has investigated the above statements
and offers the following response: Upon
investigation, Frontier advises that Mr. has been billed for the Nonpub
Listing since August 2, 2017.Frontier
advises that Mr. has an obligation to ensure that the monthly billing is
correct prior to submitting payment.Frontier
applied a credit adjustment to Mr.’s account for the Nonpub Listing monthly
fee for twelve months as a courtesy. Please allow 1 to 2 bill cycles for the credit.Frontier
spoke to Mr. on June 5, 2020 and communicated 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.
I find that their customer service is the worst I've ever dealt with. My internet hasn't worked properly since install. Drops DSL2 to modem all the time, Service tech finally repaired 6/02/20. took since September 2019 to get a working service.. They offered my $58.00 and I find that to be Absurd!
our dsl line was severed when we were moving some rocks under our deck, the line was not buried. I called 5/31 and 6/1 and they are telling me the soonest they can come to look at it is 6/8. I have 2 kids still in virtual school and both adults working from home. A week is a ridiculous turn around time for NO service.
Nature of
Complaint:Our DSL line was severed when we were moving some rocks
under our deck, the line was not buried. I called 5/31 and 6/1 and they are
telling me the soonest they can come to look at it is 6/8. I have 2 kids still
in virtual school and both adults working from home. A week is a ridiculous turnaround
time for NO service.Requested
Resolution: To fix our DSL line sooner than a week.Ms. established Frontier service on November 15,
2016.She currently bills $39.99/Simply Broadband Max plus
taxes monthly. She also bills *** Network charges on her Frontier statement.Per Frontier records, Ms, *** called in and spoke with
a Frontier agent in April of 2020 to discuss billing concerns. She also called on May 31, June 1 and June 4
to advise of issues with her HSI connection/speed. The issue was resolved by a Frontier
technician on June 5, 2020.A Frontier agent called and spoke with Angela. She
advised that the service is active. Due to the inconvenience, a credit in the
amount of $39.99 was applied to the account. Ms. was advised that the
credit will appear on one of the next two billing statements. Case closed.
My Frontier Communications Internet has not been working for over 48 hours. I am currently working from home and I do need my service in order to work. I called to request Tech Support on 5/31/2020 around 8:15pm. I spoke with a technician name Dan. Dan advised me that there was a problem with my account and he could not assist me until I spoke with someone in Customer Service. Dan forwarded me to Kevin - ID # ***. I provided Kevin with all my personal identifying information, including the account number and PIN number located on the bill. Kevin INSISTED none of the information I was providing him matched what he had in the system, and, therefore, he would not be able to help me. Of course, it was terrifying to learn that my PERSONALLY IDENTIFIABLE INFORMATION provided to apply for their service WAS NOT BEING PROTECTED by their very own employees. As a result, I requested to cancel the service altogether. Kevin, badge number *** then advised me that would not be possible either. I needed to figure out the correct account information, which was no longer the information listed on my bill dated 2 weeks prior to this phone call, and call back with that information to request to cancel the account. To say I was appalled is an understatement. Its now day 3, my service is still not working. I've spoken to 3 customer service representatives, and 3 technicians.
Thank you for referring the complaint of
Ms.
to our office for review. We appreciate Ms. bringing
this matter to our attention.The Complaint states that:Ms. advises her internet was out of service for 3 days.Ms. advises she had a bad experience when contacting customer service at Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises Ms. service was restored and the appropriate credits were applied for the time without service.Frontier advises we are continuing to update our procedures in an effort to improve the customer experience and appreciate the opportunity to assist Ms.’s concerns.Frontier spoke to Ms. on June 19, 2020 and advise of the above information. Frontier has provided their direct contact information if Ms. has further questions.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms.
has experienced as a result of the above matter.
I had to cancel services due to moving to another state. Frontier is NOT a provider at my new address so I could not transfer services. During the cancellation call the woman asked if I'd like to transfer, I told her several time there was no service at my new address, after checking she said, oh yes you're right. The said you can transfer service to the new owners, I explained this was not an option the house was purchased by an investor, the she said Ok, I offered to move your service or transfer it to someone else your refused these option. I explained I did not refuse the option, there is not option is you don't provide service in my area, therefore why am I being charged early termination fees when it's not an option and not my fault. She did not answer my question.
Thank you for referring the
complaint of *** to our office for review. We appreciate your bringing this matter to
our attention.A review of
the customer’s account determined the customer disconnected service on June 8, 2020. The customer was
enrolled in a 24-month plan that afforded them special discounts as a
result. The cancellation of service
prior to the end of the contract term results in an early termination fee. As it stands there is no error in the current billing. The
customer is responsible for the early termination fee (ETF). While the customer
may not agree, this is in accordance with Frontier’s billing policy related to
early termination fees. We trust this information will
assist you in closing this complaint. Thank you,Amara H.Executive Customer Relations
I terminated my Frontier account on February 22,2020 they said I had a refund of $38.23 coming back to me by a debit card, I never received it and when I try to contact them there automated system says I don't have an account and I cannot get someone live on the phone. I have given them over three months to get this to me.
Mr. established service on August 5, 1981 and removed service on February 18, 2020.
The current balance on the account is $0.
Per Frontier records, a request for a refund in the amount of $38.23 was made on May 5, 2020. The estimated delivery of the refund is 14-21 business from this date. The refund will be sent to Mr.’s forwarding address.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Revdex.com in closing this complaint.
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,
***
I made the request for the refund in February when I terminated my service, and by there own time table if they were going to process a refund with in 21 days on May 5 that time period has expired, it now seven days past that time frame
Frontier CommunicationsComplaint Number: 14411464 Company
Code: Click here to enter
text.Thank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The
Complaint states that: • Mr. indicates that Frontier did not provide a refund in a timely manner.Frontier has investigated the above statements and offers the following
response:Frontier’s refund policy is to issue a check 90 days from the date of service disconnection or termination.This time period is required to ensure all outstanding charges or credits are posted to the closed account.Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.Per Frontier records, a request for a refund in the amount of $38.23 was made on May 5, 2020. The estimated delivery of the refund is 14-21 business from this date. The refund will be sent to Mr. Markham’s forwarding addressWe trust that this information
will assist you in closing this complaint. We apologize for any inconvenience that Mr. Markham
has experienced as a result of the above matter.Frontier Specialist:
Tocoma K. Department:
General Manager
The technician said he replaced a jack in my home and charged for it. Phone jack was never replaced in my home. He gave me a new internet box because something was wrong with the one I had. They won’t let me talk to manager to resolve the issue and they keep telling me to just pay it. There isn’t anything they can do about it. Because the technician wrote that they did something but they won’t send someone to come confirm what he did. I refuse to pay a bill for something that was not done.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. advises he was billed a jack installation fee
Frontier has investigated the above statements and offers the following response:
Records show on bill date May 15, 2020 Mr. was billed $91.00 for 30 minutes of labor.
Frontier advises the charges are valid as the technician replaced the jack on the wall separating the kitchen and living room.
Frontier advises that Internet service speeds are based upon many factors, including, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.
At this time no credits are forthcoming as they are not warranted.
Frontier advises the Local manager attempted unsuccessfully to reach Mr. Best, however direct contact information was left.
We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
They lie to there customers was told one thing and went the other way in stead
They have a special message, stating that they are offering support during this difficult time. A lot of us are working from home during this difficult time & being without home Internet, and therefore unable to do so, until a tech can replace our 3rd router in less than 8 months, in not one, not two, but over THREE DAYS from now in a complete contraindication to their "support statement". Unacceptable response.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate her
bringing this matter to our attention.The Complaint states that:Ms.
*** states that she is experiencing intermittent speed and
connectivity issues with her Internet service from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier’s investigation
found that a repair ticket was issued on May 30, 2020 and completed on June 2,
2020 when a Frontier technician repaired a connection issue in the HUB. A Frontier representative
issued one week out of service credit to Ms.’s account on June 3, 2020
in the amount of $16.36. Frontier spoke with Ms.
*** on June 3, 2020 to advise. 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.