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 called Frontier for service. They said I owe 500.00 from 12 years ago, 2008. I find this an odd amount, and time frame. There is no way I incurred a bill that high. I've lived in this house 20 years.
Revdex.com # ***
Nature of Complaint:
I called Frontier for service. They said I owe 500.00 from 12 years ago, 2008. I find this an odd amount, and time frame. There is no way I incurred a bill that high. I’ve lived in this house 20 years.
*** ... CBR: *** ACCT#: ***
Per Frontier records, Ms. established service on June 14, 2012. The account was disconnected on September 12, 2012. The final account has a remaining balance of $526.21.
On May 18, 2020, *** called saying she was wanting to install new service but was told that she owes a back balance of over $500. The agent researched and found an account with BTN ***.1 and attempted to review the account information with Ms.. She was advised to review her credit report and check there for information on the creditor that the balance had been referred.
The agent found that Frontier Collections issued a temporary disconnection of service on September 13, 2012. A total disconnection order was issued for the service on December 24, 2012 due to nonpay. Records show that Frontier’s Collections department attempted to reach her, however, the billing telephone number was disconnected, no alternate number was listed on the account to contact her and no email address was present on the account as an alternate means of communication with Ms..
Per Frontier Collections: The request for an adjustment has been denied. Notes on the account reflect that Ms. called on December 27, 2012 inquire what was owed on this account, Basic charges: $101.13, Non-Basic charges: $52.09, Non-Regulated charges: $255.17, Toll charges: $26.84 Directory charges: $13.95 and Taxes: $1.68. the account must be paid in full regardless of the age of the bill. Settlement must be completed, and the Statute is defined as "Statutes are for legal action. Customers are responsible for the bill regardless of the age of the bill, " Customers are responsible for the bill before any new services are sold.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Revdex.com in closing this complaint.
They sent me a bill that we Never got service from and then sent us to collections and we spoke to a dozen of there representives and they told us that it was taken care of and it was not.
Thank you
for referring the complaint of Ms. *** to our office for review. We
appreciate Ms.
*** bringing this matter to our attention.The
Complaint states that:Ms. is disputing a bill for service
from Frontier.Frontier
has investigated the above statements and offers the following response:Frontier
reviewed Ms.’s account and determined that, due to a service order completion
issue, Ms.’s service was not installed. Frontier
advises that a full adjustment has been issued and Ms.’s account has
a zero balance. The collection agency has been informed that the charges are incorrect.Frontier
spoke to Ms. on June 16, 2020 and advised of the above information.We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms.
has experienced as a result of the above matter.
Called Frontier Communications to ask about my bill. I was dissatisfied with the price and service provided compared to introductory offers by this and other internet companies. Frontier offered to reduce my bill from approximately 55$ to 45$. I accepted this offer only to find out on my next bill that they reduced my service speed from 75mbps to 50mbps. This was never discussed. My bill was not lowered, I was given an inferior product for less money.
I called Frontier and was informed there was nothing they could do to restore my previous speed. I was told the 75mbps service I previously had is no longer available in my area.
I escalated this issue on the phone as this outcome is completely unacceptable. I was told by the service representative that they would escalate the issue, listen to the phone call, and get back in touch. It has been nearly a week now and I haven’t heard back.
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. stated he requested a lower MRC (Monthly Recurring Charge). Frontier
has investigated the above statements and offers the following response:Frontier records indicate that an order was processed which caused his grandfathered $10.00 promotion to be removed from the account.This account previously had a free upgrade from 50/50 to 75/75 FiOS Internet.On May 27, 2020 we called and spoke with Mr. and advised him of the above information. We can upgrade his FiOS Internet speed to 100/100 at the same monthly rate that he was previously billed.We have provided the customer with our direct contact information.Frontier apologizes for any inconvenience the above matter caused. We trust that this information will assist you in closing this complaint.Sincerely,Sandi B.Frontier Communications
I upgraded my services was chargeed $75 fee. I needed to move into the apartment next door 2a. I could not transfer service till 5/18/20. ( I have been calling every week. I have a cord in the hall. I moved 5/1/20) I was then told I have to down grade and I could not keep my speed. on top of that I have to call back on 5/19/20 to do the move. I asked about an adjustment on my bill because I knew they would charge me another install fee. I was refused!! They do not credit or adjust bills. This downgrade was not what I asked for but what I am being forced into
I will have paid 3 install fees in 1.5 years
Thank you for referring the complaint
of Ms. C *** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that: Ms. advises she is being charged for a down grade $75.00 technician
fee.Frontier has reviewed the above
statements and offers the following response:Frontier spoke with Ms. on May
19, 2020 and Frontier advised we will set a billing follow up to check next
bill. Our records do not show a technician dispatched or a fee being charged for
the down grade.Frontier advised when doing her move
order there will be a technician fee as the new residence does not have any telephone
jacks operable now.Ms. presented no further
questions or concerns and has direct contact information for the future.We trust that this information will
assist you in closing this complaint. We apologize for any inconvenience
that Ms. C *** has experienced as a result of the above matter.
I called on 04/14/2020 to inquire about internet services with Frontier Communications. They advised that they were able to provide service and scheduled an install date for 04/16/2020. I received a call from a technision on 04/15/2020 advising me that they would need to repair the lines as the one currently available was broken. Stated that my new install date would be 05/08/2020. I checked the status on 04/24/20 to confirm that the order was still valid (showed valid on website). On 05/08, our scheduled install date, I had not heard anything further from Frontier. I called to check the status at which time I was informed that they had sold their company to Ziply Fiber and was advised to call them. I called Ziply, they had no record of my order and stated that I would need to have my credit ran again and place a new order. I declined and called Frontier back asking for the inquiry on my credit report be removed as service was not available and they should have notified me of that prior to placing an order and pulling my credit report. The associate advised that they would not be able to assist me as the Idaho accounts had been sold. At that time, I asked to speak with a supervisor which I was instructed that was not possible and they would have to have a supervisor call me back. I have not received a call back.
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 requesting that Frontier
removed a credit inquiry from her credit file since Frontier was not able to
provide service for her. Frontier
has investigated the above statements and offers the following response:Frontier
advises that a credit check is standard business procedure when inquiring about
or establishing service with Frontier Communications.Frontier
advises that Ms. confirmed that she placed an order for service with
Frontier.Frontier
advises that the inquiry from Frontier on Ms.’s credit file is valid
per standard business procedure. Frontier
spoke to Ms. on May 21, 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 numerous calls to Frontier in the 8 months about their service speeds and not getting what I've been paying for. Since COVID-19 began I've been working from home more and noticed that, more so now then ever, I'm not getting the speeds I'm paying for, but I'm almost certain they are throttling my internet speed.
Just in the last 4 months I have had at least one call per month, and in some cases more than one call per month. Back in March I finally had enough and called again to request a second internet line, thinking that would help my speed. The person I spoke with told me we can get a second line and that they can also bump my speed up to 9 mbs. I agreed and said ok, let's do that. The day right before the service tech was supposed to come (almost an entire week after I made the request) to do my install of my second line and bump up my speed they tell me they can't. They can't get me 9 mbs of service, because there aren't enough ports in my area to do so. They also told me a second line would only get me at most 1 mb of service, because of the available ports. None of this was communicated to me when I set up the service request. When I ask them why this wasn't communicated to me, they said it's because the person setting up the service request doesn't have access to this information. This was completely and entirely unacceptable.
Talking with people from work, they said they had to get new routers. I talked to Frontier and they said my router was fine....after the speeds I was getting I didn't believe this so I went and purchased my own router. It was then that I was finally getting closer to the 6 mbs of service I was paying for, so once again, Frontier lied to me.
I have continued to perform numerous speed tests at varying times during the day, week, and also month and have also worked with my own IT team to find the issue is with Frontier. I am paying for 6 mb of service to which they state is the most I can get, but a house 3 houses down from me, they are getting 20 mb.
Today was the final straw, I noticed while trying to send emails for work, as with COVID-19 I'm working from home, none of my emails would go out. I couldn't get onto my work network, I couldn't do any work related tasks. I ran a speed test to find I was only getting .99 mbs. Yes, you read that right, less than 1 mbs. Historically, my children will be watching TV or working on their iPads for school, watching school videos, and it does slow my speed down, which is expected, but I still average around 4 mbs. Today when I was getting the .99 not a single person in my house was streaming or on any device that is connected to the wifi. On average over a period of 3 hours, I was barely getting on average 1.2 mbs of speed which is significantly less then what I am paying for. When I called Frontier, and as soon as I'm on the phone, suddenly, with no changes to the devices on my wifi, suddenly I bump up to 4. When I finally am connected with the service tech, the service tech asked me to disconnect devices that were connected to my wifi. To prove a point, I said they were all disconnected, which they weren't, and I'm then suddenly getting well over 5 even almost 6. This was proof enough to me that they are throttling my internet, during business hours, while trying to work from home as a result of COVID-19.
Frontier has investigated the above
statements and offers the following response:Frontier received notice of issues with internet and dispatched a technician on May 18, 2020 whom isolated and repaired a faulty conductor. Frontier has issued appropriate credit to Ms.’s account for the service issues.Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.Frontier spoke with Ms. on May 26, 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First, this issue start before COVID-19 because there was a network congestion. I have called numerous times to get someone out here to take a look and each time they "tested" my network connection and told me it was fine. It wasn't until I finally filed a Revdex.com report before I could even get the time of day to get someone out here to take a look at stuff. When the tech came out, he said a mouse had chewed some equipment that he needed to replace. When the person called to follow up on my credit she said that the tech "re-calibrated" equipment, but didn't replace anything. This should all have been handled the first or at least the second time I called, not the 6th or 7th with no response, but a Revdex.com report got them moving to realize there was an issue they were refusing to address.
This is also proof that I am constantly being lied to and that they can't even manage to keep their story straight. The person I spoke with that followed up on my credit mentioned that I have a lot of internet usage, which she says proves my internet is fine. I told her, yes, my internet will run and I have usage, but it's extremely slow and much slower than I am paying for almost on a regular basis lately. However, as soon as I call, it just "magically" goes back to it's normal speed. Again, the speed was even prior to COVID-19 which then, the only thing we were doing was streaming TV services. There was nothing written in any small print that they would "throttle" our internet if usage was substantial; therefore, they are not legally allowed to do that as it was never communicated. Additionally, at times, yes I would agree our internet it works fine, but its usually at the start of my billing period, it also proves my point that they have been throttling my internet due to usage. While, yes, my usage has gone up substantially with working from home due to COVID-19, I also have kids at home that were doing online schooling and a husband who was also doing schooling and work from home. There were times during business hours in which we couldn't do our work, but the next day at pretty close to the exact same time we were all able to perform the exact same things just fine. I'm very well aware that my speeds will very, but there is no reason why at times I should be able to stream netflix, sync my files for work, have a husband video conferencing while I'm video conferencing and then the very next day and get 3 mb of speed still and the very next day at the exact same time we are getting only .1 mb of service with only me on the internet and just syncing files. Two months of credit is not sufficient. I'm willing to meet 1/2 way at 4 months, but I also want a guarantee that they are not throttling my internet, otherwise, I will open an investigation on this, because I'm 99.99% certain I can prove they are throttling my internet. Especially when you talk to my neighbors all around us. I have never missed a payment on my bill and never carried a balance. This is not how you should be treating your customers.
Regards
Frontier has investigated the above
statements and offers the following response:Frontier received notice of issues with internet and dispatched a technician on May 18, 2020 whom isolated and repaired a faulty conductor. Frontier has issued appropriate credit to Ms.’s account for the service issues.Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference.Customer speeds may vary over time.Frontier spoke with Ms. on May 26, 2020 and advised of the above.Frontier’s position on this matter has not changed. 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.
hello, I purchased new cable service from frontier communication about 9 months ago. upon agreement of price I was told verbally that the current promo price was to be 99.00 per month and that they would waive the installment fee of 60.00.which is a seperate amount. I thought that was a good promo and I scheduled an appt. to have service installed. frontier does not install the router, they contract someone else out to do the work. the gentleman who did the installed the router asked for the 60.00 fee when he was finished. I told him it was waived by frontier. he said it dosent work that way & he needed his money upfront and that I would have to take it up with frontier. he said that it happens all the time with frontier lying about waiving the fee so they can get the sale... it has been months calling to get this resolved. they say we never told you that..which is just not true.. they did finally agree to take care of the matter for me.
Thank you for referring the complaint of Ms. to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the customer’s concerns were previously addressed. Frontier advises that the Installation fee of $75.00 was waived. The October 9, 2019 billing statement reflected a charge in the amount of $69.98 for (2) Fios New Outlets. The itemized charge is $34.99 for each outlet. This charge is valid and sustained. The above outlets were installed at the customer’s request. Research determined that back in October 2019 the CSR advised Ms. that the Fios HD STB’S were $11.00 each. This charge is valid and sustained. The Wifi router charge in the amount of $10.00 is valid and sustained. Our advertising and our residential Internet terms and conditions make it clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions.On May 27, 2020 I relayed the above information to Ms.. The customer is not satisfied. 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In further response to my complaint # *** I am replying. As you know I did not agree with the company's response to my original complaint. I understand that you now need more information regarding my complaint, so that you can further assist me. I do have a few documentations to send to you. I will scan this to your email immediately after I write this letter. One of the documents is the Coax outlet installation. This should have been waived in accordance to my original conversation with Frontiers sales office in October of 2019. I am also including my bank statement showing that the amount they took out from my account of $183.88. This fee was the $69.98 fee (that I never should have been charged) and the monthly fee of $109.22 (which was also incorrect), and a $4.68 charge that I was unaware of. Also in this initial conversation they were to waive another $75 installation fee that they usually charge to customers. This was the only fee that they actually followed through with. The other fee that I should not been charged was a $10 monthly fee for the additional box on the second TV in our home. The salesperson told me she would throw in that offer as well. My monthly charge should have been $99.22 ( including taxes.) Instead I was charged $109.22 for several months.On the work order in which I will send you, is the invoice that the gentleman gave me on the day of installation.The gentleman told me I had to sign so he could install. He than added that Frontier will charge me this amount on my next bill. I told him that this amount was supposed to be waived. He responded that he has heard that from several Frontier customers regarding this same charge.He also responded that this was common practice with Salespeople from Frontier, to promise you anything to just make a sale. He informed me that he was contacted by Frontier and was not an employee. He wished me luck on getting Frontier to waive this fee. I however before signing this invoice I decided to call Frontier. They proceeded to tell me wait until I get the charge and than dispute it. They said it should not be a problem, since I was promised not to be charged this amount.I reluctantly signed the paper for him to proceed. At the time I was desperate since I had already cancelled my former cable company.In continuation on 10/9/19 I have tried to not only receive a credit on this $69.99 fee but also get my statement lowered to $99.22 instead of $109.22. For so many months I got so many excuses including: it will take 6 weeks to pull the call, it will now take 12 weeks to pull the call. I was tormented from October 2019 until March 2020 with one excuse to another. Finally in March I talked to a so called supervisor. She said that she could not credit me the $69.98 fee after finally listening to the conversation. I was surprised to hear that, because I had actually wrote notes regarding my conversion with the original salesperson. I however decided to accept this because I had been so mentally abused and wore out with all my conversations and excuses. Even though I knew what was told! However she did promise to make my bill $10 lower regarding the extra $10 fee a month. She agreed that my bill should have been $99.22 and not $109.22.. To my dismay this also never happened. I was still being charged $109.22 per month after this conversation. I called customer service (since I was unable to get in touch with her) and they said they would give me credit for the past payments on my June payment. They also informed me that they could not change it in the system since the supervisor, never had this approved by the corporate office (Presidents office as they call it). The only thing they said they could do for me was to charge the $109.22 every month after and they would credit my bill each and every month if I called and reminded them. But that seemed silly to me so they informed me to call corporate and they could approve this in the system. I could not believe that they not only denied my work order fee, but now the $10 fee!. I could not believe all the hoops I had to go through regarding this company.Finally in closing I contacted corporate and spoke to Michael. He told that nothing could be done for me!! He could not change anything in the system to lower the bill. The supervisor had no rights to tell me my bill would be made less. He also proceeded to tell me that customer service had no right to ever credit your bill in the future.. He stated that all he could do is discipline his staff! I don't feel a company should reprimand an employee with out honoring the customer. My purchase was predicated on the original price quoted. I should not have to suffer for their inadequacies. It seems like they hold a blind eye to the tactics of their staff. I don't feel I should have to pay the price for all the misinformation I have received from this company since day one. It is now about the principal! They are very dishonest and do not have the right to torment people as they do. This is why finally after all these months, I was compelled to contact you ,so this misfortune never happens to any other innocent consumer!Regards***
(I have already sent my two documents to you which you should have on file)
Regards
Thank you for referring the complaint of Ms. to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the customer’s concerns were previously addressed. Frontier advises that the Installation fee of $75.00 was waived. The October 9, 2019 billing statement reflected a charge in the amount of $69.98 for (2) Fios New Outlets. The itemized charge is $34.99 for each outlet. This charge is valid and sustained. The above outlets were installed at the customer’s request. Research determined that back in October 2019 the CSR advised Ms. that the Fios HD STB’S were $11.00 each. This charge is valid and sustained. The Wifi router charge in the amount of $10.00 is valid and sustained. Our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment. On May 27, 2020 I relayed the above information to Ms.. The customer is not satisfied. Frontier maintains its initial response. This is our final response. 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
I ordered an upgrade for my internet from 6 to 18 mbps. I was charged an installation fee of $75.00 pluse the increased cost of the upgrade. Service was still slow despite the upgrade. I call frontier on 5/17/2020 and was told that the upgrade was impossible to do. However, I was still charged the upgrade fee plus the $75.00 installation fee for a product I was not getting. This has been going on since 2/2020. If I had not called about slow service Frontier would have kept taking my money for a service I was not getting.
Thank you for referring the complaint of
Mr.
to our office for review. We appreciate Mr. bringing
this matter to our attention.The Complaint states that:· Mr.
*** advises he ordered 18 meg internet service but has been receiving 12 meg
service· Mr.
*** advises he would like to be credited for the install and difference in
cost of the service he receives.Frontier has investigated the above
statements and offers the following response:Frontier advises that 18 meg internet service from Frontier is not available at Mr.’s location at this time. Mr. is receiving the max speed available at 12 meg.Frontier advises the installation cost of upgrading from 6 meg to 12 meg or 18 meg is the same cost of $75.00.Frontier advise the appropriate credits have been applied for the difference in the cost of the 18 meg to the 12 meg service. As a courtesy Mr. has been issued a credit for the install fees.Frontier has been unsuccessful in our attempts to reach Mr. and advise of the above information. Frontier has left their direct contact information if Mr. has further questions.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr. has
experienced as a result of the above matter.
Our WiFi with Frontier Internet service does not work more than 90% of the time. I have made several calls and had numerous chat conversations with tech support. Over the past two weeks I was on chat support three times, one chat was two hours and ten minutes long, I was told by Rogelio on 5/5/20 that I would receive an email with a solution, I never received any notifications. During this call he also told me to put my wireless devices directly on to the router/modem to get the WiFi, why would anyone want or try to use a wireless device if you have to sit it directly on top of the router/mode. Also, because he insisted, we tried, this does not work. I then called and spoke with William on 5/6/20 in billing trying to get some customer service contact information, he would not provide any. I asked for a supervisor, he would not transfer me. I then chatted on 5/6/20 with Josue in tech support for over an hour he said the problem was with our router/modem and we would need a new one, he advised that we would receive the new router/modem within 5-6 days via UPS. The modem never came. I tried to call tech support on 5/15/20 to ask the status of the new router/modem, the tech advised that no ticket had been created and no order for a router/modem would be placed. I was then on chat with them for another 45 minutes, in which time he advised me that the modem works fine and they would not send a new one. We still have not received any solutions to our problem. I have been told so many different excuses for why our WiFi will not work, a problem with the line, a problem at the local station and that there are too many people trying to get access to the internet. I have also been told on more than one conversation that we would receive a credit for the loss of service, we have not received any credits. They continue to charge my credit card each month for the full amount even though we can't use the WiFi. The customer service with this company is horrible. This has been going on for well over a year.
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 that she has been experiencing intermittent speed and
connectivity issues with her Internet service from FrontierFrontier
has investigated the above statements and offers the following response:Frontier
advises that actual Internet speeds and the ability to access various Internet
services will vary as a result of factors including, but not limited to, the
quality of Wi-Fi connection, multiple users or devices on the same connection,
distance from Frontier facilities, and the performance or limitations of
customer wiring and customer-owned equipment. Additional information is
available to customers at https://frontier.com/corporate/internet-disclosuresFrontier
replaced Ms.’s router as of May 27, 2020. Since the new router was activated.Frontier
spoke to Ms. on June 2, 2020 and confirmed that the service was working
as intended.Frontier
has provided a $25.00 courtesy credit on Ms.’s accounts.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 I am accepting the resolution because there are no other options.
Regards
I canceled my service with frontier (phone, internet, tv) 3 months ago - acct#
I keep getting bills with a credit of $240.48 - I have asked that the credit dollars be sent to me -
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.
*** 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
policy is to issue a refund 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. Frontier
advises Mr. terminated his account on February 3, 2020 and the order
was found deactivated. Frontier advises
a new bill statement posted on February 4, 2020 charging for another full month
of services. Frontier
advises on February 5, 2020 Mr. account was terminated and a credit
adjustment was applied on March 5, 2020 after the final bill statement was
posted effective back to February 3, 2020. Frontier
advises the refund was approved on May 7, 2020 and will be issued via prepaid
*** with an expected delivery date in 14-21 business days. Frontier
communicated the above information and included direct contact information via
phone message and email.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. Thanks to Frontier and the Revdex.com -
Regards
Frontier Communications is charging me for VoIP service which I never ordered following my request to reduce service which included the cancellation of telephone service. My intention was to eliminate telephone service from my account, which the representative claims was done. I call to ask why my bill still reflected service equipment I had return and explained I had the tracking number while talking to the rep using the telephone service I was told had been canceled. This rep told me that they were no longer billing me for phone service. The calls are being billed at .40cents per call and several hundred dollars have been billed. I never approved this service addition/change and thus shouldn't be charged for calls made through VoIP service.
May 22, 2020
RE Case: ***
Frontier Communications has received notification of a complaint from the above individual. According to the complaint:
Mr. advises he was billed for calls after his Voice service was removed.
Frontier has investigated the above statements and offers the following response:
Records show service order *** completed March 6, 2020 removing the voice service at the request of Mr. Mclaughlin. On bill date May 7, 2020 Mr. was billed for direct dialed calls totaling $213.36. Research determined a programming error caused the voice service to remain active. This was removed on May 20, 2020. On May 21, 2020 credits totaling $213.36 were applied to the direct dialed calls. 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.
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. The representative Amy with Frontier was extremely helpful and professional during the process. THANK YOU Frontier and Revdex.com.
Regards
-Frontier bills you for duplicate services and services not rendered. This began in 2018 when I "unbundled" my TV services from Frontier. Frontier felt the need to keep billing me for *** network services, despite the fact that *** network was also now billing me. Despite numerous calls to customer reps and managers at Frontier, who all assured me that my matter was resolved and my account now showed Zero owed, I still would get bills in the mail with "past due amounts". One manager even called *** Network while I was on the phone and verified that I paid the bill with them. I have sent copies of the bills, copies of the communications between everyone I have talked too but it is now a year and a half later and I am still getting bill collection notices in the mail!
-I am not sure where Frontier's problems lie- unfair / unethical billing practices? Substandard billing software? Ineffective communication?
- However, my credit matters to me. I pay my bills. But this is a matter of principle!!! I wonder how many other people have they done this too? Do they always expect their customers to pay for services they aren't rendering? How many other people would just pay the bill and be done with it? That makes a big pay day for Frontier.
Thank
you for referring the complaint of Ms. *** to our office for review. We
appreciate your bringing this matter to our attention. According
to the complaint: Ms. states Frontier double billed for *** Network service. Ms. states the balance has been referred to collections.Frontier
has investigated the above statement and offers the following response:Prior to porting her local service on March 15, 2018, Ms.’s *** Network Service was combined billed her Frontier service. This is offered for convenience as the customer is able to pay both companies with one payment. Once the charges are sent to Frontier, Frontier pays *** Network and the customer submits their payment to Frontier. This process requires *** Network to send their charges to Frontier each month before Frontier prints the bill. Frontier does not handle *** Network billing or customer service. When the Frontier March 22, 2018 bill generated it only included *** Network charges of $114.66 for services from March 22 – April 21, 2018. Frontier never received payment. Ms. states she paid *** Network directly, but no one paid Frontier. The charges were referred to an outside collection agency. In an attempt to resolve this matter, on May 19, 2020 I spoke with a *** Network Senior Rep who advised the 2018 records were not available. The *** Network rep issued credit on Ms.’s active *** account in the amount of $114.66. This would allow the customer to pay Frontier their final amount and only pay a discounted amount to ***. The
above information was relayed to Ms.. The customer was advised to pay the
amount directly to the collection agency. We
trust this information will assist you in closing this complaint. Frontier
apologizes for any inconvenience the customer has experienced as a result of
this matter. Thank
you,Edna
V. Executive
Customer Relations
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 and I have been able to reach an agreement. Thank you very much for your assistance! It has taken me 2 years and with your assistance--I was able to get someone who actually took the time to help me within a week. Thank you so very much!
Regards
My wife and I moved out of our house and called and disconnected our service three months ago, which we were told that our service was disconnected. Today we received a bill from Frontier and called again only to find out that they had not disconnected us like they had said and sent us to collections. When we were asking them why they had done that they admitted that they were in the wrong, and had evidence their system that we called and disconnected the service, but said to us that they cant do anything now that it has been sent to collections, There was no remorse, or even a offer to help us figure it out. Extremely displeased and worried that their actions are going to effect my family and I.
Internet disconnects every 10 minutes or so randomly with massive ping spikes and packet loss. I had to call to support multiple times to even get an appointment to get someone sent out to my address to look at the line. Waited all day the next day 9-5 for the technician but he never came. So at 5 I called support again only to have them inform me they never set up a support ticket because there's "nothing wrong with the internet" everyone in this household relies on internet especially during the quarentine and this is unacceptable. I have spent hours on the phone with support and no one wants to even try to help. If there were any other dsl or equivalent ISPs available we would have dropped this company years ago.
Thank you for referring the complaint of
Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr. advises he has been having problems with internet dropping.Mr. advises he had a repair ticket and no one came to the home.Frontier has investigated the above
statements and offers the following response:Frontier advises after speaking with Mr. he explained he believes there could be a problem with the outside line the neighbor may have damaged it doing yard maintenance.Frontier created the previous repair ticket on the internet not work which was completed internally and cancelled the tech visit after test determined it was working. Frontier advises a new maintenance ticket has been created to check the outside line on May 27, 2020.Frontier spoke with Mr. May 21, 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 Mr. has experienced as a result of the above matter.
Frontier continued to go up on my monthly bill without an explanation. I called them last week as I noticed my bill went up again, the customer service agent could not explain it and did not offer any assistance. I have been with this company since 1999 and I cancelled service with them after that phone call. When I called back to cancel my service they then proceed to tell me they no longer pro rate and would not release my phone number and I had to pay an additional $10 cancellation fee.
Revdex.com Reference #: ***Nature of
Complaint:Frontier continued to go up on my monthly bill without an
explanation. I called them last week as I noticed my bill went up again, the
customer service agent could not explain it and did not offer any assistance. I
have been with this company since 1999 and I cancelled service with them after
that phone call. When I called back to cancel my service they then proceed to
tell me they no longer pro rate and would not release my phone number and I had
to pay an additional $10 cancellation fee.Requested
Resolution:I think that frontier should adjust my bill accordingly
to the date I canceled service 5/17/20.***
***
***Ms. established service on October 17, 1999 and
disconnected service on May 17, 2020. The current balance on the account is $154.16.Ms. billed $100/Digital Voice/Basic TV/FIOS 50/50
Internet Triple Play, $11/HDVR, $10/Quantum Experience, $10/FIOS Upgrade 75/75
($131.00) with $10/Lifeline Discount $121.00) plus taxes and surcharges from
May 7, 2020 – June 6, 2020. Her Billing
cycle had already started; therefore, she was billed a full month for the
services of which is standard billing. The difference in the billing is the discount of which she was getting
for Lifeline Service. She previously
received $14.45/Discount and the discount was changed to $10.Per Frontier records, she was advised of the $9.99
disconnect fee on May 17, 2020 when the disconnect order was created. The $9.99
fee is a standard fee that all Frontier Internet customers pay when canceling
service. She was also advised of how the port out process works. She was advised that her phone number must be
active with Frontier to have it transferred or ported to ***. She told the representative to cancel the
service and that the number was not important. Order #*** was created to disconnect services.No credits are warranted. Ms. owes the balance of $154.16.Frontier apologizes for any inconvenience the matter
mentioned above has caused Ms.. We trust that this information will assist the Commission 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.
I have added bills with different amounts every month. Now they are trying to bill me for another $8.08 when I added the extra &10.00 to my last bill for the cancellation fee.
Regards
Complaint Source:
Revdex.com Rebuttal #***Nature of
Complaint:I have added bills with different amounts every month.
Now they are trying to bill me for another $8.08 when I added the extra
&10.00 to my last bill for the cancellation fee. Regards***
*** established service on October 17, 1999 and
removed service on May 17, 2020.Ms. billed $18.08 on the June 7, 2020
statement. She received a $10 credit for
the Residential Broadband Processing Fee which made the bill $8.08. $8.08 is for Lifeline charges. She was billed due to her canceling Lifeline
and already receiving the Lifeline credit from 5/18 – 6/6. The amount that was already issued as a
credit was billed back to her because she cancelled service. As a courtesy, a Frontier agent removed the charges. The adjustment request has been approved and has
posted the customer account. Ms.
***’s current balance is $0.Frontier apologizes for any inconvenience the above
matter has caused Ms.. We trust
that this information will assist the Revdex.com in closing this
complaint.
I changed from *** to frontier because they claimed to have the most reliable internet service in my local area - guaranteed fast and great install (For a fee) and that it would be lightening fast. It literally has never worked from day one - they installed in my garage because it was easy - doesn’t even reach in my laundry room right next to my garage and continue to knee jerk me around when I ask for help. I’m wasting 200 a month for nothing.
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. stated she was billed after disconnection in 2016. Frontier
has investigated the above statements and offers the following response:Frontier representative contacted the customer to acknowledge receipt of this rebuttal complaint.We were unable to discuss this account because we could not safeguard this account.Frontier requested our Collection team to contact the customer.They were unsuccessful in their attempts.We called and spoke with the customer on May 18, 2020 and provided her with their Collection Team’s direct contact information.Frontier has provided the customer with direct contact information and requested contact after she speaks with Frontier Collection team. Frontier apologizes for any inconvenience the above matter caused.We trust that this information will assist you in closing this complaint.Sincerely,Sandi B.Frontier Communications
I had a closed a account through frontier that I did not know about since I never received a final bill. Well looking at my credit because I was buying a house I saw and called immediately to pay it off. The balance was 144. I then had to call again and request a paid in full letter because they never sent one even though I told the guy I need it and proof I paid it. Then it reported the balance was 0 but it was a charge off and sent to collections which it wasn't ever sent to collections. It was a closed account. So paying it off ended up dropping my score because of the remark they made. I called again because equifax recommended I call and ask for a 1099-C to have it deleted from my credit when I called the lady would not do that because the balance wasn't higher then 600. So I apparently I could only have it deleted if I was in more debt. Another issue is I had to call equifax to remove a duplicate off my credit because fronteir reported the same account twice!! All I want is it removed. I never got a final bill. I took care of it once I knew about it and they have caused nothing but trouble with my credit by reporting incorrectly!
The Complaint states that:Ms. advises
that she is requesting that a debt to Frontier be removed from her credit
report following payment. 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 the debt in question is valid and would not be removed from reporting.Frontier advises that we spoke to Ms. on May 18, 2020. Direct contact information has been provided.
Frontier Communications keeps billing me for continued service after canceling after 1 week of their service. They told me before I switched that my services was though the 30th of the month. When I got another billing, they lied and said it was the 28th of the month. They did not provide the service promised and continue to send billing for service we don NOT have. I informed them of this information by phone and that I would not be paying these bills, but they continue billing more each month. This could hows up on our credit. I want this documented and resolved before that happens.
Thank you for referring the complaint of Mr.
*** to our office for review. We
appreciate your bringing this matter to our attention. According to the complaint: Mr. states Frontier billed for services after he ported to another provider. Frontier has investigated the above statement
and offers the following response:Frontier received a request to release Mr.’s telephone number on February 26, 2020. The negotiated due date was February 28, 2020 which happened to be one day after Mr.’s bill date. Frontier bills Fios Digital Voice and all Internet services one month in advance. Termination of service will be effective on the last day of the customer’s Frontier billing cycle. As a courtesy, a request has been submitted to have an adjustment of $95.93 applied to the account. Please allow 1-2 billing cycles for adjustment to appear. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations
Each month I receive two bills from frontier, and each time I've called and have been repeatedly informed that either there is, or there isnt a payment due. Each time I am told that all the information is correct and yet it seems that every two weeks I get a bill instead of monthly. No one seems to know what they are doing. Now my bill is doubled since my last bill, stating "past due amount" Ive always paid my bill
Frontier states Mr.
ported out his number on February 20, 2020 and then ported his number back to
Frontier on March 8, 2020. When Mr. ported back his
number he was given a new account number. Mr. made a payment to
the ported out account which in turn created a credit balance on that account. Frontier
is in the process of refunding Mr. that payment and he should receive the refund
in approx. 14 to 21 days.Frontier advises a credit
for the late fee on Mr.’s May billing statement has been placed on his
account. Frontier spoke to Mr. on
May 14, 2020 and advised of the above. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that ***
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
Consumer's Original Complaint :
I have not been able to submit my request for my *** Card due to non working websites and/or phone numbers. Frontier Triple Play Offer 6/2019. I have not received my gift card since there is no way to submit the requests. All Emails, Websites and Phone Numbers are either not working or refer to some other portal that does not work. Here is my information. I called Frontier and they gave me the number for a third party that handles their gift cards (***). I could not reach *** so contacted Revdex.com. *** responded by saying they only cared for Online sales and on new service orders that were "Phoned in" to Frontier they did not handle. Call Frontier back and they said that the gift cards were cared for by *** based on their records. I have wasted hours of my own time trying to care for something that should have been much easier to accomplish. At this point Frontier and *** or whoever need to care for this and mail me my Gift Card. Frontier will have to look to see what offer they had at the time of my purchase to see how much I am entitled to. Here is my account information and payment history.
Account #
*** Sign up for AutopayDownload Bill
Bottom of Form
Payment Date
Status
Payment Method
Confirmation
Number
Amount
Apr 21, 2020
Successful
Offline Payment
*** $233.00
Mar 18, 2020
Successful
Offline Payment
*** $241.00
Feb 19, 2020
Successful
Offline Payment
*** $232.00
Feb 12, 2020
Successful
Offline Payment
*** $253.00
Dec 13, 2019
Successful
Offline Payment
*** $233.39
Nov 19, 2019
Successful
Offline Payment
*** $228.00
Oct 18, 2019
Successful
Offline Payment
*** $226.00
Aug 20, 2019
Successful
Offline Payment
*** $249.00
Aug 8, 2019
Successful
Offline Payment
*** $249.00
Jul 18, 2019
Successful
Offline Payment
*** $227.00
Jun 13, 2019
Successful
Offline Payment
*** $203.00
Thank you for referring the complaint
of Mr. *** to our office for review. We appreciate Mr. bringing
this matter to our attention.The Complaint states that: Mr. advises he has not received his promotion of a $200.00
Gift card for becoming a new Frontier customer in July 2018.Frontier has reviewed the above
statements and offers the following response:Frontier spoke with Mr. on
May 18, 2020 and Frontier advised Frontier was not offering a gift card at the
time for new customer that started new service. Frontier advised at the time there
may have been an offer through ***s for new customer signing up on line
to receive a $100.00 gift card. Mr. advised this order was called into
a call center at Frontier.Mr. presented no further questions or
concerns and has direct contact information for the future.We trust that this information will
assist you in closing this complaint. We apologize for any inconvenience
that Mr. *** has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards