Frontier Communications

I discontinued service with Frontier in Dec 2019. All equipment was sent back as requested and I also had equipment from approx. three months previous that had just been sitting here waiting on a Return Authorization(RA). The reason this equipment was not used was a service technician came out and used his truck stock. I did receive two return RA's. All of the equipment I was currently using was placed in one box and the other equipment that had just been sitting here already was placed in the other box had the attached RA's adhered and sent back via UPS. When I received a overpayment check, I thought this was the end of Frontier. Not so, I have received numerous bills for $89.46 for unreturned equipment. After several phone calls, requesting on more than one occasion to speak to a supervisor and always told they were in a meeting. I got absolutely no where and have been turned over to a Collection team. When they look up my account it comes up zero balance, but hark they have initiated another account. There is no doubt in my mind Frontier Communications has received all of their equipment and I would only like to have this issue resolved so as not to have a negative on my credit score.

Terrible business to do work with when you have someone die. I tried to cancel my dad's phone/internet service and they still want to charge me for the internet through the end of the month. The refund shows cancellation on 5/26 when I cancelled on 5/11. They also charge for a broadband processing fee - I said even on a death. I asked to talk to a supervisor and was told they are all busy. When asked again, I was told they are on the phone. When asked a third time, I was told they will take care of it. I said take care of what? She couldn't answer me. Only company I had to deal with that has been terrible to deal with.

I was laid off on March 26 due to covid-19 and called to cancel cable and home phone in my package. They discontinued service that day before I was off of the phone, but billed me for the entire month and did not prorate that month as I was told they would. I would not have cancelled that day, if I had to pay for services I would not receive. Repeated calls have been unsuccessful in resolving this issue. I'm am still paying for full services. Calls have not been returned nor has an explanation or refund been issued. They are rude, they lie a and they are not forthcoming with complete and misleading information.

After not receiving service due to my landlord not allowing it. I called Frontier to Cancel Services. I received a Cancellation Confirmation and then continued to receive bills.. I called again and went through the same Cancellation Process. I, again continued to be billed as if I was using their services. Company refuses to remove me from getting billed after 2 attempts in cancelling my account. I have both email confirmations of my account being deleted as proof. I have had to call my bank and ask them to step in to help get my refunds because Frontier is lacking communication and providing me my refunds.

Despite repeated attempts to fix, over 7 hours on the phone with tech support and replacing equipment multiple times, service problem continues to exist. I requested credit for failure to provide service. I was told by tech support I had to ask account billing for that. I contacted account billing, they said I had to go to tech support to verify failure of service before they could issue credit. This is rediculous. The right and left hand is not talking. They suggested sending out a tech onsight but they could not enter the residence during the current health crisis. That would mean I have to give more of my time to possibly fix the issue, but it would obviously require a tech on premise. I suggested simply giveing me a credit for the TV service until they can come in the house to fix the problem, They indicated that could not be done until the issue is resolve. I am not going to pay this bill until they provide some relief. It is no wonder they are in Bankruptcy.

For approximately three years Frontier communications has increased our monthly subscription bill (now 3x what it was) while simultaneously and knowingly providing poorer internet service. Frontier refuses to "fix" the intermittent service but requires us to pay for full-time service to our home, which at this time during COVID-19 is also our livelihood. We have complained to customer service and to the corporate offices of Frontier. Its response is to send out trucks and crew to walk around the yard and make up technical excuses to baffle the public. We've heard it all: the weather, the color of the cable lines, the distance from the hub to our home, they brand of router (which they supplied), the acknowledged problems they are having with WiFi updates, the bankruptcy, the fact that corporate does not talk to techs in the field...the list goes on.

The fact is Frontier has been systematically recruiting new subscriptions for lines that are oversold, over capacity. They know they cannot provide the service they are selling - and in New York, that is illegal. This company needs to be both state and federally investigated.

On April 26th 2020, I called in to Frontier Communications Customer Service for some help with my internet service. I spoke with a representative who advised me that the 100/100 would be the next best to what I had at the current moment. I agreed and she went through the pricing with me. She advised that my bill would be set to increase almost over $40 more than my original bill. As you can imagine, that's extremely outrageous for just a minor upgrade. I declined the offer and expressed that I couldn't afford such an increase. The representative after some time advised she could transfer me to someone who can help get me a better deal with my price. I was then transferred to a woman named Courtney. She read through my account and then advised that I could get the upgrade for the same price that I have been paying for several months. Of course, I was very enlightened to the idea of that seeing as my current situation at the time wasn't worth the price. I double-checked with her several times to make sure that this price was not on the basis of a one time courtesy or a limited time offer that she was scoring for me. She reassured me that this would be the permanent bill that I would be paying monthly. I thought nothing of it after that and we processed the order. Weeks later, I checked my account to see my bill for the current month. I was shocked to see that the bill had went up $20! You can imagine how hurt I felt after I was putting my account in the trust of these people. I immediately chatted in to a representative who had no idea what to do with my situation or how to advise me. I gave up on them and called in to another representative. I don't even know where do begin with that interaction. The representative came off as callous and prideful when approaching my situation. I advised from the beginning that I was in no mood to speak with him and would just like to be rerouted to a supervisor. He pushed back several times after my persisting and made excuses to why he couldn't find me one. Eventually, I gave up because it was only going to waste my time more. I advised him of the situation. He reviews my account and surprises me with the news that my accounts price went up due to an early upgrade to a promotion I had ongoing on my account (which was never told to me once while I was upgrading). I advised him that when I was placing the order, I was not made aware of the policies that would have left me with a higher bill. He brushed it off as "this is how it is and there is nothing I can do". I was infuriated because now it appears that because of their inability to explain to me clearly the truth on which I would be charged extra. He proceeded to speak over me and interuppt me to tell me still that this is how it is and he could do nothing to irradicate the situation. I felt disrespected and treated like I didn't know any better. I asked for a supervisor once again. He resisted and then finally accepted my request. Please note that I was discussing this mistake for 4 1/2 hours. I finally was connected to a supervisor an hour or so later. The supervisor, Mikayla, approached the situation with calmness and tone of acceptance. She reviewed my account and then returned with news that (again I was not made aware of) the previous agents adjustments had returned my bill back to normal and that I would only be expected to pay the original bill amount. Again, I wanted some clarification and I asked several times that if it would be updated and reflect on my account. She advised me that the order was processed, approved and would reflect on my account within the next few hours so that my current bill would show the correct amount. I waited a whole 24-hours before I checked into my account only to find out that my bill had not been updated accordingly. I proceeded to go into the chat again. I spoke with Stephanie, a CSR, she reviewed my account and advised me that the order had been successfully processed but it would not reflect on my account until the next billing cycle. I was not having it! I expressed my concerns to her as I was previously told by Mikyala that my bill would reflect within a few hours after our conversation. She advised me that their policy does not allow that and that the standard is one biling cycle. I could not believe the betrayal and the lies that I have endured with this company. Again, I requested a supervisor - this time the request was fulfilled quickly. I began speaking to Giennah. She reviewed my conversation and returned with advice that I just was not accepting. She began to tell me that my order was processed however, it would not reflect in likely 1-2 billing cycles (again not what I was advised by Mikayla). I expressed my frustrations because I could not accepted to be treating in such a way. She told me that she apologized for my confusion but it could be possible that Mikayla meant it in the way that my order would be processed. That is not true! I was most clearly told that my bill would be reflected not merely processed for approval. I do believe that I was not told the full truth between every representative I spoke with because their team is not efficeintly trained in their job policies. I am extremely frustrated with the service from Frontier Communications. I have been lied to, mistreated and given the complete run-around. I do not accept any responsbility for the lack of effectiveness these people have to do their job to this bill. I would like Frontier to fully irradicate the situation.

On Jan 28, 2020 I called Frontier advising them that the bill for their services is too high and the internet is slow so I am looking into switching to another cable/internet provider. I was transferred to the customer retention/loyalty department and told by a customer service representative (Sydria) that she could lower my bill but it would put me in a contract for a year that would involve an early termination fee. I told her to not to make any changes on my account and that I would call back if I wanted to enroll in this promotional contract. On Jan 31, 2020 I called Frontier and spoke with representative (Tracy) and advised her that I will be cancelling my service with them and going to a different company. On 2 separate occasions when speaking to Frontier representatives I was assured that since I was not in a contract there would be no termination fees. I decided to make the cancel date the last day of my next billing cycle, 3/2/2020. On Feb 27, 2020 I paid my final bill with Frontier in full. On March 6, 2020 I returned all of my Frontier equipment via UPS. On March 25, 2020 I received a bill for monthly service charges with a billing date of 3/3/2020. I called Frontier and spoke with a customer service representative Reilly. I was told that the bill was sent to me in error, that my account was cancelled effective 3/2/2020, that my account has been “zeroed out”, there are no fees, and that I can disregard that bill.
On April 10, 2020 I received another bill from Frontier for $84.25, billing date 4/3/2020. Upon review of this bill I could see they were charging me an early termination fee as well as prorated charges. I called customer service and spoke with customer representative Shefela for over an hour. She informed me that according to their notes, I had entered a “promotion” contract in January. I informed Shefala that this is not correct, that I spoke with a representative in their retention department on 1/28/2020 and advised them that I would not be making any changes to my account at that time. I asked Shefala if they could review that call since their calls are supposed to be recorded, as I did NOT authorize any changes to my account that would warrant being entered into a year’s contract. Shefala said she will put in a dispute to the charges and that she would call me back in 1-30 days time with an answer, once the call is pulled and reviewed and a determination is made. I received a voicemail on April 14th from Shefela saying she was calling to let me know about the dispute I filed and that she would try me back at a later time. She did not leave a call back number or extension. I never heard from her again.
I called Frontier customer service multiple times after that- April 27, May 1, May 6, May 13. The first two times I called l was told by representatives that my dispute was pending and they would escalate the issue to their supervisors and someone would call me back. Never heard back from them or their supervisors. On May 6 I spoke with representative Ramon for almost an hour who looked into this issue and said "everything you're telling me is true" but that in order to have a credit processed to my account it would have to be done by their internal resolution team after they look into the. matter. Ramon told me to call back after 24 hours and there would be a response in the notes. I called back on May 13, 2020 and spoke with Tamika and then two of her supervisors who told me that in the notes the resolution team opened my account to review it on May 9th, but that was all they saw. When I asked to speak with someone who can give me an answer as to the status of my dispute I was told that my account was sent to Collections that very day (5/13). I was told by supervisor Heather that she cannot reach out to their resolution team as they are an "offline team" and they have no phone number or email?? I was told my dispute was closed, but yet resolutions is still "looking into it", and I was told their department can't do anything with my account at this point.
So I've received no answer from anyone at Frontier as to my dispute of the early termination and other charges. No one has given me a reason why I was apparently entered into a promotional contract that ends 1/28/21 without my knowledge or permission. I found out after speaking with the internal collections department at Frontier that my account is actually with a third party collections agency. Not only did Frontier not communicate with me what the status of my dispute/investigation was, but they sent these charges to a collections agency without proper resolution. Their customer service is completely unsatisfactory- no one seemed to know why I was calling even though supposedly each representative I spoke to previously had made detailed notes. The supervisors are even worse, they talk in circles and don't give direct answers. I am looking for resolution to this matter once and for all.

When I began a new job that required me to work exclusively from home, I attempted to upgrade my Frontier internet service. They told me they'd be by between 9 a.m. and 2 p.m. They never showed and instead cut my service entirely. Their customer service was of no help; I probably called them a dozen times, pleading for help and explaining that if I couldn't get online I could lose my job. Nada, nothing, zip. I ended up closing my account and going with ***. This was in late March. Now, in mid-May, I just got a bill from Frontier, telling me my account is past due for April and that I owe almost $100. After they cut my service in MARCH. Avoid Frontier at all costs. Their customer service is terrible, their company is dishonest, and their internet is slow. Know what I'm using as a password on some online accounts? FRONTIER SUCKS! It's remarkably easy to remember. (Oh, and when I called my new boss in tears explaining why I couldn't get online that day, terrified I was going to be fired, he asked me who my provider was. I said it was Frontier, and he said, "Say no more. Everyone knows they suck. You're getting a new provider, right?" Damn straight.)

Frontier Communication is overcharging me, claiming that I am one month behind. The month in question is November 2019 - I have provided them banking statement illustrating full payment paid each month since Jan 2018

They are stating that I had two different accounts running at the same time at the same address and all of a sudden there are billing me now for it and it apparently occurred and 2017

I switched my telephone and internet service to Frontier Communications installed on March 10,2020. My phone number was to stay the same as in my last supplier. A new number was issued instead which took five days to fix with two of those days with no phone or internet. My first bill was billed to the new number issued to me and was dated 3/06/20, four days before the installation. When my number was corrected I received a bill under that number. There was an amount due of $158.46 that included a one time installation charge on the first bill (3/6). Next bill dated 4/06/20 bill, with still new issued number, is $156.83 with a $1.63 credit?? Next bill dated 4/12/20 under account number for my original number for $231.92. My check was sent for

$156.48 on April 20 and cleared my bank on April 25. I was sent shut-off notices twice while I was in contact with so called customers reps. I find in the end that because in the contract that I agreed to states that if I have the Frontier service for three days I am charged for the whole month. It was their mistake in the beginning for not porting my old phone number over to my account, so when they changed it to the "correct" number they took the liberty of charging the 30 days.

We ordered internet svc through Frontier Communications on 2/21/2020. On 3/10/2020 technician confirmed they do not have service to provide our area and cannot complete work. The order was cancelled by Frontier. Frontier has billed us 3 months now and is threatening to turn us into a collection agency. Their billing dept cannot grasp the situation and refuses to close our account that never came to fruition. Ii call everytime I get a bill to attempt to have them correct this but it gets worse each month. I have email communications with the head of technical department acknowledging cancellation in March due to Frontier not having the capability to provide service in our area.

The absolutely worse experience I have ever had with a business. Trying to get a bill handled for 2 years. Just horrendous polices and follow up.

Dear Revdex.com, I was a new consumer with Frontier Communications starting April 6th, 2020. I agreed to have their company provide me with their internet services - basic wifi. I was informed that my monthly rate of $44.99 would be my billing price every month for the basic Wifi. I was also informed that there would be a $75 technician fee that would be split into the first 3 months.

I have cancelled my services with Frontier Communications due to the simple fact that my internet was not working whatsoever. I called their support team numerous amounts of times and they had sent out another technician and try to resolve the issue which never truly got resolved. To this day I am not sure what was causing my internet connection to fail, but I only had somewhat of internet usage or a total of less than 2 complete weeks. Starting the beginning of this month of May, I called to cancel my service with them since my internet was not provided as promised. I then switched over to Spectrum which suits my needs much more than previously failed internet provided by Frontier. Frontier Communications is now claiming that I still need to pay the remaining amount of $ 133.58 for their service, which I find completely incompetent and ridiculous given they never provided stable service to begin with.

Frontier Communications continues to bill me for *** services even though I canceled Frontier and *** on Marcy 11, 2020. I have called them 3/11/20, 3/27/20, 4/7/20, 4/8/20, 5/5/20, and 5/12/20 to complain that I am still being billed. Frontier blames ***; *** blames Frontier. The bill comes from Frontier and they have threatened on the last bill to send it to collections. I paid that bill to avoid collections. I got another $161.43 bill yesterday and Frontier said they haven't heard anything from ***, and that I need to pay. Please help resolve this as they obviously aren't communicating and they are putting my good credit in jeopardy.

IN ORDER TO SAVE MONEY FOR MY BUSINESS I HAD TO DROP MY FRONTIER BUSINESS INTERNET AND LAND LINE PHONE SERVICE AND PORT MY BUSINESS PHONE NUMBER OVER TO MY CELL PHONE PROVIDER *** TO SAVE MONEY. I WAS SENT A PAST DUE NOTICE FROM FRONTIER FOR $718.18. FRONTIER TOLD ME THAT IT WAS PART OF MY CONTRACT THAT BECAUSE I SINGED A 2 YEAR CONTRACT WITH THEM THE $718.18 WAS DUE. I ASKED THEM WHY THEY DID NOT INVOICE ME BUT INSTEAD PUT ME INTO COLLECTIONS.

I’ve been contacting this company for almost the past month in regards to their internet service. It has continued to shut on and off throughout the day. I’ve spoken to technical support the first time and they told me it’s a faulty line. They’ve send out their technician to fix it and the issue was resolved temporarily the first time. The second time it occurred again and they were unable to fix the problem. The third time I called and they told me that it’s a congestion issue due to Co-vid 19.

When I’ve received the service I was told that I have a separate network line which I wouldn’t be sharing network service with other people in the area. It doesn’t make sense to me why my internet is being shut off and on constantly.

If I tried to leave Frontier then I have to pay an early cancellation fee. As a result, I’m stuck in a hard place and are sending a complaint in hopes of some resolution.

Hello,
According to my internet contract with the fronted order number: *** dated October 29,2019. On the phone, I was promised Fios internet 500/500 service for monthly $55.14 through October 2020. and They bent me in writing. I just find out since February 2020 they have been billing me $80.53.

To whom this may concerm:
I moved into a rental townhouse in Temecula, CA on 4/6/20. On 4/6 my Frontier Box that was already installed in my home was turned on (the services of Frontier were already installed in my home). Today I received a bill for $250.40 from Frontier for one month of service. Their internet was sold to me at a rate of $39.99 per month plus the $10.00 fee for using their router. When I called customer service at Frontier and spoke with Chris from their retention department he told me that I was charged $25.00 for the installation fee (nothing was installed, unit was already here), $9.99 fore equipment delivery and handling and $75.00 for the high speed internet installation fee. MY EQUIPMENT WAS ALREADY INSTALLED. When I spoke with Chris on the phone he told me there was nothing he can do. This is unethical. Nothing was done in my house once so ever in terms of installation, equipment handling etc.