Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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I signed up for Frontier Fios (fiber optic high speed) internet service in 5/2019, and signed up for a 2 year contract for Fios. I recently moved to another city, and they no longer offer Fios in this location. I am currently working from home and need to have the high speed in order to work from home. The highest speed they offer in my new location is 1mbps. I informed them that I would have to cancel due to this incredibly slow speed, and asked them to waive the early termination fee given the circumstances. I then canceled and went with a different company that was able to provide 400mbps speed for the same price as what Frontier was charging. They are still insisting that I owe the fee, even though they are not honoring the speed in which I signed up for in my new location.
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 she is disputing the early termination fee with Frontier since she moved and the new location did not have the same internet speeds available.Frontier has investigated the above
statements and offers the following response:Frontier advises by having a contract an additional discount was applied of $35.01 each month to obtain the lowest rates and the early termination fee would valid based on those discounts already provided.Frontier spoke to Ms. *** on May 29, 2020 and advise of the above information. 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.
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
Our business received an email on 5/24/2020 from Frontier Communications for a bill in the amount of $514.59, due June 15th. We did NOT receive an invoice or any notifications since our last statement of 3/22/2020 in the amount of 213.36 that was paid on 4/27/2020. I phoned Frontier and spoke with Jordan today regarding the bill. He said that it was for two statements that weren't paid. I explained to him due to the COVID-19 virus, our office has been closed. Mail was checked on a regular basis, and that we have not received any statements since 3/22/2020. I also explained to him that I am the only office staff and that I am over 60 and at high risk due to having cancer within the past year, and advised by my doctor STAY HOME AND NOT GO TO WORK. I also explained to Jordan that our office (being non-essential) has been Closed since 04/01/2020 and how could we be paid for charges that were not used. He said, since I failed to notify Frontier that our business was closed, there is nothing he could do and I am responsible for the bill. He also said that he was unable to provide a phone number or email to the Office of the President so that I may presude this matter further.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate Ms. Rodgers
bringing this matter to our attention.The Complaint states that:Ms.
*** states that their business has been closed due to the Covid-19
pandemic from April 1, 2020 to recently May 27, 2020 and has received two
bills for the full amount when no one has been using service. Frontier has investigated the above
statements and offers the following response:Frontier has investigated Ms.
*** complaint and advises Frontier bills monthly by either mail or online
billing for services that are provided. Frontier’s records does not
show any communication from Ms. to cancel or disconnect services in
order to stop the monthly billing.Frontier has issued an
adjustment to the account of $109.00 due to the covid-19 pandemic and a late
fee they was billed. Frontier spoke with Ms.
*** on June 1, 2020 and discussed the above information and provided her
with the current balance on their account. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may
have experienced as a result of the above matter.Frontier Specialist: Christopher
C*** Department: Consumer
Relations
Due to issues with service reliability, I cancelled my service with Frontier on 5/14. I spoke with Stephanie on the phone and she informed me that the service would be cancelled effective 5/15, and that my current bill at the time was my final bill. The next day I paid the final payment and turned off auto pay. On 5/27, I see a charge was made to my card by frontier, for the same amount as my last payment. I log into my account, and discover that they did take an auto payment from my card, despite the fact that I had turned off auto pay 11 days prior. When I called to get a refund, the gentleman on the phone would not acknowledge that they had taken payment without authorization, and just made excuses that I still had another payment due. I asked the gentleman to put his supervisor on the line, and he told me he would have the supervisor call me by the end of the day, which never happened. This is a huge privacy and security problem, and I had to cancel my debit card and have it replaced as a result.
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. stated she wants a refund of her
duplicate payment.Frontier
has investigated the above statements and offers the following response:Frontier advises that we reversed one of the payments.Frontier spoke with Ms. on June 2, 2020 and advised of the above. 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.
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 am 80-years old and work full-time to make a living. Frontier Communications cutoff my Internet access with no notice. I thought I was simply having Internet problems, and I did not realize it had been cutoff until my daughter came down to try to find the problem and ended up calling Frontier for me on 18 April 2020. She was on the phone for hours. They told her my Internet had been cutoff because I had not gone online and agreed to their new terms of service. During a mandatory stay at home order for Dallas county and a pandemic they cutoff my Internet access making it difficult to access critical services from home. They said there was no way for me to get my Internet turned back on except to go online and agree to the new terms of service; the fact that I had no Internet access without their service was not their problem. My daughter was told I would need to go find an Internet Café or go somewhere that had Internet access to complete the terms of service. This is during a Dallas County mandatory stay at home order where all non-essential businesses were closed due to the pandemic.
After a lengthy phone call Frontier stated there was nothing that could be done about restoring my Internet access or issuing a refund for services paid for, Internet Access, that was not actually available, until I went online and agreed to the new terms of service. Frontier representatives stated that was the ONLY way it could be done. That is unreasonable they cutoff my Internet with no notice and cannot mail the information or even explain what the new terms are, and are still billing me every month for Internet access I do not have.
I entered into a 2-year agreement when a Frontier representative came to my door soliciting business for Frontier in 2018, which my agreement lasts until around July 2020. I was unaware of any new requirement in 2020 to go online and agree to anything, and if I didn't agree that my Internet would be cutoff; however, Frontier is still billing me every month, and I have not missed a payment even though I do not have Internet access.
Additionally, Frontier has had my mailing address incorrect since I started business with them. I have called them multiple times to correct my address and it was never corrected. My postman knew me so the statements ended up in my box, but once she retired my statements are constantly late or do not arrive. So I have incurred additional costs having to pay by phone since Frontier will not fix my address. I have recently sent in a written request to my local Frontier office to correct my address, rather than calling them yet again.
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:*** state she signed a two-year contract with
Frontier ending July 2020. Around March Frontier cut off her internet without
her knowledge even though she was being billed and paying. *** contacted Frontier and states agent told her she
needed to go online and agree to new terms of service or they could not turn
service back on. There was no internet service since Frontier turned it off.*** states agent told her to go to café or somewhere
else to use the internet but could not since mandatory shelter in place due to
the pandemic *** states Frontier is still billing her and she wants
service restored. 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 her. Frontier has mailed *** a letter with direct contact
information if she 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
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.
Frontier did finally correct my address ONLY after a certified letter was sent. Numerous calls to customer service never resulted in my address being corrected.
Some of the information Frontier provided is incorrect. Frontier shut off my Internet. There was NO Internet outage as they are claiming and it had nothing to do with my equipment. Frontier appears to be trying to not claim any responsibility for this issue.
I should not have had to go through agencies to complain, and I along with my daughter should not have to spend our valuable time doing all of this JUST to get Frontier to do the right thing. They have not only been difficult and trying to shift blame, but they have done the very bare minimum.
No consideration for the distress and inconvenience of them unfairly shutting my Internet off with no warning during a pandemic for what one person said was a system glitch. How can a company call for a New Terms of Service to be signed while you are in a current contract?
What company who actually cared about people would shut someone's Internet off in the middle of a stay at home order during a pandemic and not look into the issue or fix it. They refused to mail me anything.
No explanation for that, no explanation as to HOW I was supposedly informed I had to agree to a New Terms of Service, nothing. Frontier still has issues, Frontier doesn't want to take responsibility.
While Frontier has told my daughter they plan to refund the time I was without Internet, I have yet to receive anything in writing by mail as I have requested. I have not received the Terms of Service, and I have yet to receive any real explanation.
Regards
Thank you for referring the rebuttal of ***
to our office for review. We appreciate her
bringing this matter to our attention.The rebuttal states that:***
*** states she has reviewed the response made by Frontier Communications
in reference to her complaint and has determined that it does not resolve
her complaint. ***
*** states Frontier Communications did finally correct her address only
after a certified letter was sent.***
*** states Frontier Communications shut off her internet and there was
no internet outage as agents claimed and it had nothing to do with her
equipment. Frontier appears to be trying to not claim any responsibility
for this issue. They have been difficult and trying to shift blame. ***
*** states Frontier has had no consideration for the distress and
inconvenience of them unfairly shutting off her internet with no warning
during a pandemic for what one person said was a system glitch. She was
told she needed to do a new term of service while she was under a current
contract. ***
*** states Frontier refused to mail her anything and no explanation for
that and no explanation as to how I was supposedly informed I had to agree
to a new Terms of Service. ***
*** states while Frontier Communications has told her daughter they plan
to refund the time she was without internet she has yet to receive
anything in writing by mail as she has requested and she has also not
received a copy of the terms of service she requested and not real
explanation of this matter.Frontier has investigated the above statements and offers the
following response:*** spoke to agent on January 14, 2020 to
inform her she did not receive her bill. The agent sent her a bill copy, asked
her if she wanted to be transferred over to the automated system to make a
payment but the agent never verified with *** if her address was correct, if she
wanted a paper bill each month, or if she was an online bill pay customer. Her
bill address was never fixed until June 2020. The apartment number read
incorrectly before this point. Coaching was submitted to this agent. *** is correct in stating
there was no internet outage. The issue was with the Terms of Service being
required. Frontier spoke to *** on June 12, 2020. After review Frontier
found “terms of service “needed to be signed but could not explain why. The
only explanation is that it was a system error. The terms of service were a requirement
when she set up service in 2018 and it does not look like the agent or the technician
completed the terms with *** from the beginning. Frontier cannot explain why terms of service
was required in March 2020 when the service was set up in 2018. The issue was
not on her end. Frontier found that no letter, or call
was made to *** to inform her that the terms of service was being asked
for. This is due to it being a system error. *** was not made aware of
this until she called into Frontier Communications to report her internet was
not working. Frontier agent originally informed her that there was
never a trouble ticket entered in April and agents should have assisted her in
getting terms of service accepted since she didn’t have access to internet.Credit was initially denied due to no trouble tickets
being found and technician notes stating internet was out due to customers own equipment.
After reviewing calls and speaking to ***’s daughter Frontier found equipment
was switched around in attempts to troubleshoot early on and that is not why
the internet was not working. Frontier coaching has been sent to agents who did not
assist with terms of service properly. Frontier placed trouble ticket for
internet outage due June 16, 2020. The technician repaired issue with internet and
stated terms of service still needed to be completed so tech support assisted
*** in completing the terms. Frontier issue out of service credit
for repair tickets that were entered. Frontier mailed terms of service to
*** back at the end of June 2020. Frontier attached a copy of the terms of service to
this rebuttal closure so she will have access to it as well. We trust that this information will assist you in closing this rebuttal. We regret any inconvenience that *** may
have experienced as a result of the above matter.Frontier Specialist: Kelly
E*** Department:
Executive Relations
there was a 3rd party hardware device that was purchased through Frontier that was returned and supposed to have a credit of $150.00 applied to my current account. Acknowledgment of Frontier receiving the package was confirmed however no credit was applied to my account. I continue to pay the standard monthly billable amount, however trying to reach out to Frontier to resolve however there is either no answer or you continue to get transferred to another rep that cant assist with the problem. The account is now in collections. this issues continues and been in process for 2 months, the original account manager handling the issue has not returned any emails and direct extension is disconnected.
Thank you for referring the
complaint of *** to our office for
review. We appreciate *** bringing this matter to our attention.The Complaint states that:Mr.
*** state that he returned equipment and has not received a credit on
his account which now reflect pass due.Frontier has investigated the above
statements and offers the following response:Frontier advises that a request was submitted for credit which should post within 1-2 billing cycle. Frontier has added a dispute for the charge of the equipment amount and will follow up on the next two statements.Frontier reached out to Mr. and advised of the above.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that *** experienced as a result of the above
matter.
I moved on 5/23/2020 to an community that only provides *** cable and was unable to transfer my Frontier communication services. My new residences provides cable & internet with the cost for rent and residents are not allowed to select another provider. I called Frontier explain the situation on 5/27/2020. The rep set up the disconnection and told me that I am required to pay for services thru 6/18/2020 even though we moved as of 5/23. This rep failed to tell me there's a 9.99 fee to disconnect services. When I received an email indicating a fee to disconnect I called back explained the situation to another rep who basically told me that its not his problem. I demanded a supervisor and after the 7th request he finally got a supervisor Deanna whom claims to be the floor supervisor. Deanna was very rude during the conversation. She said that it was my fault that I had to move and I am required to pay for services that I am not using and a disconnect fee. I told her I was never notified about the fees. I have no problem paying for services that were utilized but nothing more. Deanna had a very nasty and rude tone. She was unprofessional and I am very disappointed on being treated like trash.
Thank you
for referring the complaint of *** to
our office for review. We appreciate Ms. bringing
this matter to our attention.The
Complaint states that:Ms. advises that she was billed for a full month
of service even though she wanted to end her service earlier. Ms. is disputing late fees on her billing.Ms. advises she was billed a broadband processing fee.Frontier
has investigated the above statements and offers the following response:Frontier advises that
prior to termination, Ms. was billed (and thus incurred charges) through the
end of his billing cycle. Frontier has agreed to issue a courtesy credit on
Ms.’s final billing once available. Frontier has set a follow up with Ms.
***.Frontier has
removed late fees from Ms.’s March, April, and May billings.Frontier advises there is a fee of $9.99 when a
customer discontinues broadband service.Frontier spoke with Ms. on May 28, 2020,
and advised of the above information.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 have been with frontier over 10 yrs. we have issues constantly with the internet going out for days at a time. past 2 weeks our internet has been very slow and even not working at all. 1st time I call and speak to a lady on the 19th of May and she says my modem is bad and they will sending me a new one and she will send me a e-mail. 7 days later still no e-mail so I call again and speak with someone else they have no notes I called or any info on the information I am giving him. So he does testing on my modem and says it some how got put back to factory settings and he fixed it. we did a speed test and I am only getting 1.6 download speed and 0.6 upload and he says well your getting what you pay for so there is nothing we can do. I said how is that I used to get 3.4 download speed and upload speed was 600 kb and now all of a sudden this is what I am getting and what I am paying for he said I dont know but there is nothing I can offer you. Bill has stayed the same and internet worse and no reason why they took it from me. The customer service is horrible and the company is ripping people off. How can you have a speed for years and them all of a sudden this is what you now have and what you pay for and nothing we can do?
Thank you for referring the
complaint of *** to our office for review. We appreciate him bringing
this matter to our attention.The complaint states that:Mr. advises that he
has been experiencing speed and connectivity issues with his Internet service
from Frontier. Mr. states that he
used to receive 3.4 Mbps and now receives 1.6 Mbps he would like to receive the
speed that he used to receive. Frontier has investigated the above
statements and offers the following response:Internet speeds are based on multiple variables including limitations
of the computer, wiring inside the home, time of day, distance from Frontier’s
equipment, among other things.Frontier also advises
that the available Internet speed depends on the distance from the nearest Frontier
serving node. Mr.’s location is
over 15,000 feet from the nearest Frontier serving node. Frontier is providing the
fastest Internet speed that it can provide at this location at this time. The last Internet trouble
ticket on file for Mr. was placed on September 19, 2019 and repaired
the same day. The cause of the trouble was found to be a cross on the pair. Frontier spoke with Mr.
*** on May 27, 2020 and advised of the above. Mr. has been
provided direct contact information should he have any further questions or
concerns. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have
experienced as a result of the above matter.Frontier Specialist: Sarah
H*** Department: Consumer Relations
I was promised a waived fee by an employee of Frontier and to this date; the employee has not gotten back to me and Frontier refuses to honor what the employee told me. Frontier informed me they will pull the call records and get back to me. They did not. I had to call them back again and again. Meanwhile, the internet service they are "providing" is not consistent and I've had to miss work and my children missed school sessions because of the chopped service
Thank you for referring the complaint of
*** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms. advises that when she ordered new internet service
from Frontier, she had been advised by a Frontier agent that the
installation fee would be waived, but it did not get waived as promised.Ms. advises that her internet service has not been
working properly. Frontier has investigated the above
statements and offers the following response:Frontier advises that after further
review, it was confirmed that Ms. was informed that a credit would
be submitted for the installation fee, but the fee did not get reversed as
promised. Frontier advises that the installation
fee has now been credited, and the late fee on the second bill has also been
adjusted. Frontier advises that a trouble ticket
was set up by Frontier’s technical support department to resolve the issues
that Ms. has been having with her internet service, and it is
expected that the trouble can be fixed remotely without having to dispatch a
field technician. Frontier spoke with Ms. on
May 26, 2020 and advised her of the above information. She was provided with her remaining balance
and has direct contact information for Frontier if she has any further
questions.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of
the above matter.
I created a new account with these people, and I’m getting nothing but the run around and being lied to. I’m tired of calling them and getting nothing but lies, first they said a technician will be out Saturday May 23 2020 between 7am-8am I was up and waiting for them to show up which never happened I called after 9am and they said that it would be before 12 noon no later than 5pm so I waited till 6pm and called only to get told it was being shipped. And the delivery date was Tuesday May 26 2020 well I have called them and they had to order another one and it will be here Friday May 29 2020, this is putting my husband and I in a bind with no internet there is no job for us and we can’t pay any bills I’m so tired of them lying I just want something done.
Thank you for referring the complaint of Ms. to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises the installation order was notated that this was a “self install” and therefore; no technician would be dispatched. The CSR informed Ms. that the modem would be shipped.
On May 28, 2020 a trouble ticket was initiated to dispatch a technician. On June 1, 2020 a technician was dispatched and restored the internet service.
Credit in the amount of $12.83 was issued for time out of service. Please allow 1-2 bill cycles for credit to post to the account.
On June 2, 2020 I spoke with Ms. regarding her concerns. During this contact, she acknowledged that the internet was working. Ms. expressed concern about unprofessional treatment. I apologized to Ms. and advised that this matter would be handled internally, and that Frontier does not disclose how it addresses its employees.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
The account was closed and cancelled in March and we were told we would not have a bill. We were on auto-pay. We started our new service. And in MAY we got a bill again from Frontier for $271.66. The speed was 2.5-3.0 which was crazy slow on our internet, they price gouged and now they are billing us erroneously and wasting our time. They also sent us a bill, which we never would have had as we were on auto-pay. And now it says they will be sending us to collections. We do NOT owe them anything and need help rectifying this before it hurts my husbands credit. This is the worst company for customer service, their prices are crazy and their internet speed slowly decreases over time without them notifying you.
The Complaint states that:Ms. states she was billed after she
requested to disconnect her Frontier service.Frontier has investigated the above statements and offers the
following response:Frontier records
show Ms.’s account was disconnected at the end of the March 15, 2020
bill cycle. Frontier advises that prior to
termination, Ms. was billed (and thus incurred charges) through the
end of her March 15, 2020 billing cycle. Ms. was eligible to
continue receiving Frontier services through the end of that billing
cycle.Frontier records
show the automatic payment for the March 15, 2020 statement was completed
on April 7, 2020. The payment was returned unpaid on April 10, 2020.Frontier advises
the April 15, 2020 statement reflected the returned payment and a $9.99
Broadband Processing fee. The total balance due for the account is $
271.66.Frontier attempted to
reach Ms. by phone to advise of the above but was unsuccessful. Tell us why here...
I purchased an internet and phone package from Frontier Communications on or about March 16, 2020. Account #3048848811. So far I have not had adequate service to use the landline number and the internet is sketchy at best. I call in to report these problems but I have to be on the telephone call with a representative from 1 to 2 hours in talking, holding on, transferring etc. It is by far one of the most frustrating experiences I have to endure. Today I called because my phone is not working again. I have complained multiple times and requested credit to my account for non service which is from March 2020 upon installation until today with the 13th of May being the only day the telephone actually worked normally. I cant call everyday the phone is not working because I don't have 1 to 2 hours or more to spare fixing the problem. The technicians just tell customers anything and the customer (me) just have to go through all kinds of obstacles to get the technician to understand. I was told that the technician would have to visit the property and analyze the line and I have to be home for a stretch of 11 hours. I have done that multiple times and I do not want to do that anymore. The last technician made me wait for a couple of hours and did not even need to come into my home. So I was home waiting for nothing again. I am getting sick. All of the technicians can see that the problem is on the line and they can see exactly how many days the problem has been there and yet when I request a refund, I am told that I am speaking with the wrong department. Well, today I allowed them to transfer me to the right department and I was given the runaround about escalation. I was told that they can only refund for 1 day assuming the line was working the other days eventhough she can see the problem on the line and the exact days that they problem is present.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
• Ms. *** advises she is experiencing trouble with her line and would like credit for service.
Frontier has investigated the above statements and offers the following response:
• Frontier advises our time out of service policy requires the service to be out for 24 hours and a trouble ticket filed.
• Repair history located the following trouble tickets:
*** reported May 12, 2020 as static on the line. The ticket was closed May 13, 2020 as broken, pedestal, trouble cleared.
*** reported June 4, 2020 as static on the line. The ticket was cleared June 8, 2020 as broken, faulty material, trouble cleared. Additional notes state the customers cordless phone cuts off when it is on speaker.
• Frontier advises that we are not responsible for customer provided equipment.
• Records show credits totaling $ 59.19 were applied on March 19, 2020 for the issues during installation. This reflects on bill date April 14, 2020. At this time all warranted credits have been applied.
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.
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 initial complaint occurred March 30, 2020 when the service was initiated. Frontier was fully aware that the telephone did not work effectively as they had no problem seeing the problem when I called in and can definitely determine how many days, weeks, months, that the service was not provided. Instead of Frontier providing proper service to me and/or crediting me for the lack of service, their excuse is that I needed to call in every day to report the problem. I am a disabled veteran. I am exhausted and fatigued medically. I do not have the energy to call Frontier every day and be held on the phone for over 1 and 1/2 hours being transferred to this person and that person. None of the staff have a clue what to do for me so I get transferred to everywhere and when I request a supervisor, I am waiting on the pone for over 30 minutes. The frontier staff can barely hear me or make out what I am saying because the line is so bad. The Frontier staff confirms to me that they can see that the line has trouble but yet, I need to call everyday for a ticket. The phone never worked correctly. The phone still does not work correctly. I have purchased 3 different phones which have nothing to do with Frontier and all of the phones dont work good at this property but they work fine at other properties. The issue is not my phones, it is Frontier and their service. I understand that another carrier is coming my way this summer and when they do, I will leave Frontier asap because I want to pay for a service and not a ritual taking of my money because I have a land line whether it works or not. A manager called me and basically told me that I have to pay for March, April, May and June because there are monthly charges. It does not matter that the service is unsatisfactory to me and my family and I have grave difficulty using the landline as I never know when it will work minutely or just be messed up all together. This is about money with Frontier eventhough THEIR SERVICE SUCKS!!! I want a credit for the above months that I moved in, paid for service and got nothing. Frontier don't need a ticket to see that the landline does not work consistently and I can't call them everyday to complain about it. I am stating that the phone still has problems and I am very unsatisfied with Frontier and their telephone/internet service. PLEASE POST MY COMMENTS. Customers need to see how Frontier operates with incompetent staff and inept managers that recite how they need money, money, money and they forget what they are being paid and collecting money for: decent and adequate telephone and internet service. At this time, I am receiving neither!
Regards
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Ms. *** advises she is experiencing trouble with her line and would like credit for service.Frontier has investigated the above statements and offers the following response:
Frontier advises our time out of service policy requires the service to be out for 24 hours and a trouble ticket filed. Repair history located the following trouble tickets: *** reported May 12, 2020 as static on the line. The ticket was closed May 13, 2020 as broken, pedestal, trouble cleared.
*** reported June 4, 2020 as static on the line. The ticket was cleared June 8, 2020 as broken, faulty material, trouble cleared. Additional notes state the customers cordless phone cuts off when it is on speaker.
Frontier advises that we are not responsible for customer provided equipment.
Records show credits totaling $ 59.19 were applied on March 19, 2020 for the issues during installation. This reflects on bill date April 14, 2020. At this time all warranted credits have been applied.
Frontier advises that no additional information was provided to warrant a change in our decision.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.
Due to the coronavirus, I am no longer living in my house as I have moved in with someone else to save money since I am not working. In an effort to save money, I called Frontier Communications on May 13th to pause my internet service since I was not at my house using it. During that phone call the representative of Frontier told me there would be a fee of $19.99 to pause my internet services. When I received my last bill, it was for $52.71. There was a $10 charge for using Frontier's router and $2.72 in taxes, the other $39.99 was the fee to pause my service. First off, it seems wrong to have to pay a company to have them stop providing me service. Second off, I was lied to about the fee that was associated with asking them to pause my service. Thirdly, when I contacted Frontier on May 25th to question the bill, they were unconcerned with the fact that someone form their company lied to me and were unwilling to do anything about it. And finally, my monthly bill, prior to asking for my service to be paused was $32.72, so Frontier expects me to pay more money to not receive their internet services than if I had just keep paying for my normal service.
After further research online, I am not the only one who believes Frontier's pause service fees are outrageous, so clearly Frontier is aware of this problem and simply chooses to ignore their customers.
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. is disputing a charge for Vacation
Service from Frontier.Ms. is disputing the router charge
while the account is on vacation.Frontier
has investigated the above statements and offers the following response:Frontier
advises that Ms. has internet service only with Frontier.Frontier
advises that the correct rate for the Vacation service is a onetime fee of $39.99.Frontier advises that our records
indicated that Ms. was quoted a onetime charge of $19.99 to place
account on Vacation serviceFrontier
advises that an adjustment has been issued on the account to cover the Vacation
one-time fee plus the router charge. Frontier
advises that Ms. final bill balance is $9.20 with no charges going
forward until the account is removed from the vacation service.Frontier
spoke to Ms. on May 26, 2020 and advised of the above information.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.
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.
Frontier did contact me and was very helpful in getting the matter resolved. Thank you so much for your help Revdex.com!!
Regards
I ordered a new wireless set top box on March 22 for coincidental installation with a move to a new location on April 8. The box never came. Instead, Frontier strangely sent me empty boxes to return my equipment. I then spent nearly 30 minutes on the phone with Frontier on April 18 trying to have a new wireless box sent, I was told the order had been made and that the box would arrive by April 23. After the box did not arrive and allowing for potential shipping delays, I called Frontier and was told that the tech had not entered the order correctly. This person was able to correct that and the box came. The box arrived and I followed the instructions but could not get it to connect to the system. I then spent 35 minutes on the phone with a tech, who offered no solution other than repeatedly turning things on and off. Once it was clear she couldn't help me, it appeared that she hung up. I then called back and spent another 45 minutes on the phone doing the same stuff. I finally gave up and the tech said she would create a help ticket and they would contact me. No one contacted me and from my account page it appears no ticket was created. I have just spent 30 minutes attempting to use the online chat with no further progress
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 requested a new wireless set top box from
Frontier but instead was shipped a package for returning his existing equipment. Later he did receive a new wireless set top box but has not been able to get it to
function, even after going through troubleshooting steps with Frontier’s
technical support. Mr. advises that he would like to have a working set top box and
also a credit issued to his account to compensate for the amount of time
he has had to wait for the correct equipment to be shipped out.Frontier has investigated the above
statements and offers the following response:Frontier advises that a technician came
out to Mr.’s home on June 17, 2020 and ensured that he now has a new
wireless set top box that is working. Frontier advises that a courtesy credit
has been applied to Mr.’s account.Frontier spoke with Mr. on June
19, 2020 and confirmed that he is satisfied with the resolution. 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.
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 requested a new wireless set top box from
Frontier but instead was shipped a package for returning his existing equipment. Later he did receive a new wireless set top box but has not been able to get it to
function, even after going through troubleshooting steps with Frontier’s
technical support. Mr. advises that he would like to have a working set top box and
also a credit issued to his account to compensate for the amount of time
he has had to wait for the correct equipment to be shipped out.Frontier has investigated the above
statements and offers the following response:Frontier advises that a technician came
out to Mr.’s home on June 17, 2020 and ensured that he now has a new
wireless set top box that is working. Frontier advises that a courtesy credit
has been applied to Mr.’s account.Frontier spoke with Mr. on June
19, 2020 and confirmed that he is satisfied with the resolution. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of the
above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
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
Absolute worst customer service in the world. These people and systems could not be more unhelpful if they were granted eternal life to be that way. Every time you can reach them by phone you get transferred around to multiple departments that do not communicate with each other. Each time you must verify account number, phone number, security pin, contact info and restate your issue. Then in a condescending tone you are asked if it is plugged in. They will promise action and dispatch that simply does not happen. They will cancel scheduled service times without letting you know. They will send text messages to return equipment that has not actually been sent to you. Do not attempt to deal with these people and this company unless you are interested in a slow painful death.
A frontier sales person comes to my door in last August and offers me half price than what I was paying with ***.I was paying at the time $90 a month for internet and phone and Frontier sales person offered $49.99 plus $10 for the equipment a month for 500/500 mbps ...
... I got excited and thought that was a really good deal and I switched to Frontier ....
....Totally “a used car sales” tactics:...
...It took them 2 months though to install the service after missing 3 appointments
...I should have thought at the time that I am stepping into the “Frontier very familiar *** Zone”
In my mind I thought this is a very unreliable company but nooooo...
I decide to weather it out to see that super service for $50 a month they had promised....
During this installation waiting time I was receiving texts messages that the job was done or it was about to be done and I thought they might be texting the wrong person...The text were like this “We were in your house and we almost finish the job or something of that nature”...
...It was insane the amount of ***o they are feeding their customers ...I should have walked away back then ....
....Anyway they finally got their act together and installed my service 2 months later my last complain...
When I got my first bill though I was expecting to be what was agreed at the time ,under $60, not $108 and change!!!!...
When I call them on it first it took me over an hour to connect with someone to talk to ...and blandly they said $49 was the base price but the sales person didn’t know how much are the taxes and the fees ....Then I asked them to tell me what are the other fees and why others do not have them....I was listening a very poorly trained associate trying to explain to me the Chinese accounting Frontier was doing with their clients ....
...My reasoning was very simple ...The sales person(which I have his name and personal message in my phone) told me my bill will be $59 ....how did you jacked it up to be $108????....Silence in the other side....I was trying to understand what she was trying to explain and as I was shutting down her reasoning because it’s was so insane she end up saying that ALL THE OTHER COMPANIES DO NOT PAY TAXES BUT FRONTIER DOES....BUT I SAID THE TAXES ARE INLY 7-8% ....
The Result of the conversationwas was nothing...
...a total of 2 hours waisted ...they bluntly said forget what the sales person told you he doesn’t know ....and this is what you need to pay....
You cannot Trust FRONTIER,THEY OPERATE LIKE THEY OWN YOU!
Chinese accounting:
This company is doing a lot of Chinese accounting and they charge consumers wherever they want ...
THEY ARE TOTALLY DISRESPECTFUL ON THE PHONE AND THEY WILL THREATEN YOU IF YOU DONT COMPLY THEY WILL PUT YOU IN COLLECTIONS ...
THE DO NOT REASON WITH YOU!
NO CUSTOMER SERVICE!NO APOLOGIES!
THEY BASICALLY TOLD ME TO GO AWAY OR THEY WILL REPORT MY ACCOUNT AS DELINQUENT AND THEY GIVE IT TO COLLECTIONS !
I wish I knew that ahead of time I wouldn’t switch...all the promises and promotions were Bologna sandwich...never again ...I wish them to go bankrupt because they are a very shady company...I switched back to *** because at least I know what Iam going to be paying ....
Contacted frontier communications more than once and was always told they didnt service my area.I got a brochure in the mail that said they came to my address now,I called and the customer service rep said they finally serviced my area,I ask him multiple times before he did a hard credit pull that they for sure serviced my address.. well I called because they never showed up to install internet and the lady on phone says sir did they not call you?we dont service your address!I want frontier communications off my credit report inquiry,they lied about services and never called to say they cancelled my internet appointment...It was a hard credit pull and my points dropped..if I had gotten service like I was promised I wouldn't be so upset
The Complaint states that:Mr. advises
that he is disputing the credit reporting associated with applying for
Frontier service that was not available at his location.Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused.Frontier advises that a credit check is standard business procedure when inquiring about or establishing service with Frontier Communications.Frontier advises Mr. confirmed that he ordered services with Frontier. Frontier advises that despite our best efforts we were unable to reach Mr. to discuss his complaint. Direct contact information has been provided.
I have tried to cancel numerous times just to find out each time they never canceled my services. They were unable to provide services as promised. They also promised 3 times to send a return box. Recently we found out they NEVER terminated our service. We have been with another provider since January 2020. Our phone records will prove in the end our SERIOUS ongoing issues with this company.
The Complaint states that:Mr. advises
that he is disputing charges on his Frontier bill. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that following the review of our records, the first request to cancel Frontier Internet service was made on March 12, 2020, and services were cancelled with an effective date at the end of the Mr.’s bill cycle, pursuant to our terms of service. Frontier advises that we documented usage on Mr.’s Frontier Internet service in the months of January, February and March. Frontier advises that based on our review, Mr.’s current balance is valid and sustained. Frontier advises that we spoke to Mr. on May 26, 2020 to advise of the above.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have attached copies of numerous phone calls. Originally in January I was informed that I would not be charged which I was. I was informed I would get a credit I did not Again in February I believed I was cancelled I was not. I was informed to continue my services and I would not be charged. I am now being charged. for February and March.
When Frontier called me today, they claimed I only called in 4 times in the entire month of February, FALSE. I called eleven times between Feb 22nd & Feb 27th alone over this whole mess because they did not cancel me in January. Why so many calls? They kept trying to keep me from my cancellation that stared in January. I wanted to speak to a supervisor. Dishonest efforts, simply let people cancel and stop charging them. Why so many calls during dates above? Because I was pissed off from the stupid games. EXPLAIN ALL OF THE CALLS FRONTIER, YOU TRIED TO TELL ME I ONLY CALLED IN 4 TIMES? RIGHT! FINALLY! It took 2 months, numerous calls and hours, and they want to charge me. They even admit they could not furnish me services.
This is so very sad.
Regards
The Complaint states that:Mr. advises
that he is disputing charges on his Frontier bill. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that Frontier’s position regarding Mr.’s complaint has not changed, and no new information has been provided. Frontier advises that we spoke to Mr. on May 28, 2020 to advise of the above.
I paid March 2020 billing on 3/14/20 for $53.98 which was for service for 3/23-4/22 and subsequently cancelled my service (disconnect confirmation # ***) on 4/1/2020. I then received another billing for service from 4/23 - 5/22/20 which was not due since I cancelled on 4/1/20. I spoke with representative who said I owed the bill and they can't do anything about it! I explained that I cancelled service on 4/1/20 and she again said it didn't matter. I have now received a final notice of $53.98 that states if not paid by 5/30/20 I will be sent for collections and the delinquency reported to the credit bureau. I am now faced with the threat that if I don't pay the bill of $53.98, I will be incorrectly reported as delinquent to the credit bureau. I know that this cannot be legal business practice. I will also be sending a complaint to the CFPB regarding Frontier's business practices.
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. is disputing a bill for service from
Frontier.Frontier
has investigated the above statements and offers the following response:Frontier
advises that the account charges of $53.98 cover service charges from March 23,
2020 to April 22, 2020 and are valid and correct. Frontier
advises that Ms. requested to terminate her account with Frontier on April
1, 2020. Based on Frontier’s billing policy Ms. was billed to the end of
the billing cycle.Frontier
advises that as a courtesy to Ms., Frontier has issued a one-time
adjustment from the day she requested to disconnect her account to the end of the
billing cycle. Frontier
spoke to Ms. on May 28, 2020 and advised of the above information. 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 Frontier Services bundled with *** Network. On April 29 I called to cancel both services. I had an overpayment with *** since I cancelled early for $22.93. Frontier told me that my service would be cancelled on the day my phone service was ported to ***. The number was ported over on the 7th of May and my service was paid up through the end of the billing cycle on the 9th of May. I called on the 8th of May to ensure the service had been cancelled before the next billing cycle. On the 10th of May, I received a bill ($104.34) from Frontier for the next month of service (May 10 - Jun 9). The original amount was 127.27 less my refund from ***. I spoke with a rep on or around the 10th of May and my services were cancelled on the 7th according to the rep. I had to call on three separation occasions and finally got this nice woman who took the time and effort to understand that I wasn’t supposed to be billed for the next month and submitted a correction to have the bill updated. I checked back on the bill again and the company credited back $104.34. The company only credited me back the $104.34 and keep my $22.93 refund from ***. I contacted them three more times to explain to them that the credit should have been for the full amount 127.27 so I could receive my refund of $22.93 from *** and was never able to resolve the issue because the agents could not validate my passcode. The company needs to cancel or credit back the full amount for the bill since my service was cancelled before the new month of service and return my stolen funds before this becomes a legal matter.
Frontier CommunicationsThank you for referring the
complaint of *** A. *** to our office for review. We appreciate Mr. Taylor
bringing this matter to our attention.The Complaint states that:Mr.
*** advises that he had *** Network bundled with his Frontier account
and cancelled both services on April 29, 2020 and had an overpayment credit
from *** Network in the amount of $22.93.Mr.
*** advises that he received a bill for Frontier service on May 10,
2020 for another month of their service minus the credit from *** Network.Mr.
*** advises that he wants the Frontier balance owed credited to zero and
his refund of the *** Network credit of $22.93 returned to him.Frontier has investigated the above
statements and offers the following response:Frontier investigated and
advises that the disconnect order did not post in time and that is why he
received another bill from Frontier. The
balance of $104.34 has been credited and he now has a zero balance. The amount of $22.93 shows as a credit on his
account and will be returned to him.Frontier advises that a
request for the refund will be submitted after the next bill prints on June 10,
2020 and will be mailed out to Mr. and he should receive it in ten to
fourteen business days.Frontier communicated the
above information via email and included direct contact information. Mr. replied back and is satisfied with
the resolution.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of
the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I signed up for Frontier's internet service for my small business. My company relies on consistent web service to function. Since setting up Frontier's internet service, we have experienced service outages nearly once a month and often for multiple days.
Each time I have experienced a service outage, I have contacted Frontier's customer support to try and get more information about when my service will be back up. Responses have ranged from unhelpful (your service is down, we'll let you know when it's back up again) to downright rude (ending the online chat or hanging up on me when I request more information or to talk to a supervisor). Further, I was flabbergasted when I was told by product support each time that they don't have access to a supervisor or Frontier staff in general, so they couldn't escalate my concern or even let me know what the problem was.
In the end, I have had to endure multi-day service outages that effectively shut down my business. At no time has Frontier addressed my concerns or even reduced my monthly bill to compensate for these outages. I have been paying full price for spotty service while my business has suffered.
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.
*** states that since they signed up for internet service, they have had
problems with connectivity and service outages. Frontier has investigated the above
statements and offers the following response:Frontier has investigated Mr.
***’s complaint and advises the last trouble ticket on file for service issues
was on January 24, 2020. Frontier’s records show one
contact in May of 2020 reporting a trouble with service and was resolved by the
end of the call. Frontier shows Mr. has
canceled his services with Frontier as of June 8, 2020. Frontier spoke with Mr.
on June 9, 2020 and advised this information and advised there would be no
credit applied for time out of service.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may
have experienced as a result of the above matter.Frontier Specialist: Christopher
C*** Department: Consumer
Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I spoke to an account manager at Frontier today and I was ready to close my complaint until I saw their response. I cannot let slide the bold faced lies in this response and I simply won't let Frontier get away with trying to claim they promptly resolved my issues when in fact they came nowhere close. Here are the facts:
- I filed numerous complaints with Frontier since January, almost monthly in fact. Each time, they failed to follow up and simply close online chat windows or hung up on me. Simply saying there was no ticket on file is no excuse for bad service.
- The issue raised in May is the very one that is the subject of this complaint. In that issue, I asked them to do something about the constant service outages and compensation for numerous days worth of downtime. This issue was never resolved and I was told by Frontier to take my business elsewhere.
- Frontier abruptly canceled my service with no warning whatsoever BEFORE the end of my service period, leaving my business in the lurch. The account rep on the call even admitted this and apologized for the poor service.
- The account rep on the call made no mention whatsoever about not providing compensation for downtime. On the contrary, I expect and await said compensation. I was billed in full for service not provided.
I will close this complaint once Frontier recants their lies and comes clean with the many complaints I have submitted and were not in any way resolved until I had to cancel their service. I have never been compensated for downtime as promised by their customer service.
Regards
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.
*** states that since they signed up for internet service, they have had
problems with connectivity and service outages. Frontier has investigated the above
statements and offers the following response:Frontier has investigated Mr.
***’s complaint and advises the last trouble ticket on file for service issues
was on January 24, 2020. Frontier’s records show one
contact in May of 2020 reporting a trouble with service and was resolved by the
end of the call. Frontier shows Mr. has
canceled his services with Frontier as of June 8, 2020. Frontier advises that per our
records there is no credit being applied for compensation and or time out of
service.Frontier has made several
attempts to contact Mr. regarding this issue but has been unsuccessful in
speaking with him further. Frontier has mailed Mr.
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 Mr. may
have experienced as a result of the above matter.Frontier Specialist: Christopher
C*** Department: Consumer
Relations