Frontier Communications

On March 6, my boss and I contact Frontier the church had a line on it that needed to be gotten rid of and also that a line for a separate location needed to be added to the church bill. We were told that day that our bill would be much less and not to worry about our march bill because our next bill in April would show credits. The April bill arrived and was for $404.93. I immediately called and noted that the bill is wrong. They agreed that my bill needed to be looked at and told me they would call me back. I received calls back asking them to call them at their 1-800 number. I would call the number and get a customer service rep that had no clue what was happening. On 4/30 I called them to resolve the issue and get the lines turned back on as they have now been disconnected. The Customer Service rep Michelle was very polite, said that she had seen several discrepancies and had told me that they would refund $200 immediately and that an additional $124 would be reviewed and refunded. I was told to pay $80 to turn the lines back on and that the bills would be reviewed. She then transfered me to the collections agent and the phone was disconnected as I was waiting to give him my information. 5/1 I recieve a email from a Micahel, which was the name of the collections agent I was assigened on 4/30. It was a different micahel and he said he had no prior information of this phone call. He then started working with a customer service rep named Linda. Linda stated that our account had been reviewed and that we owed $200 and that the service would be turned back on and that is all we were going to get. She said her boss was Joey. I asked to talk to Joey. I ended up talking with Seth. Seth said that My bill was my bill and that he would not help someone who was being as rude as I was. I told him I didn't like my bill and I wanted it changed or I wanted to talk to Joey. He said Joey doesn't talk to people. He told me that he was getting no where and hung up the phone on me. We have been over charged for what we were promised and I believe gas lighted. I feel very output by this company and would like to see this company under federal review for their customer service and billing.

We had been set up for auto pay and they had a glitch in their system that stopped auto payments. We did not know about this until we received a collection notice in the mail. We called and they admitted it was their fault but still wanted us to pay the past due amount within 10 days. My wife tried to explain that we are affected by Covid-19 and would like some more time. The representative told my wife that she could not do anything about it and hung up on us.

We have not had internet for a week. We called and the problem was determined to be a modem issue and they sent us a new modem. The new modem arrived Tuesday and worked for approximately 20 minutes and has been dropping internet since. We have placed several calls about this issue and they sent out a service technician after we said not to. The technician said all of our lines look great and that it was a frontier issue. We still have not had internet service and upon a google search it was discover that the modem they sent us (***) is known to be faulty and drop internet. We called technical support once again for a different modem to be sent and they refuse saying it can't possibly be the motem it must be the wires... which were just proven to be at no fault.

We were promised a small bill, told not to pay our March bill because we would have all of these credits. Then we receive our April bill and it's for $400 way over the promised price. Told we would be tax exempt. Now I am being told that we owe $600. The bills of $120 a month we were promised are well over $200. Also still not tax exempt, I was told it was my fault...... WOW. Terrible customer service. This company will rip you off and rob you blind. Calling today to switch services. If I could give this company a lower rating I would. Also customer service will lie to you so be very careful. If you are the head of this company you are a thief. You should be ashamed. You are not only messing with the lives of those asking you for service, but the lives of your employees who have to constantly battle upset customers. I DO NOT RECOMMEND THIS COMPANY.

I moved out of state and had to cancel my Frontier internet. I requested to have it disconnected on the 31st of March, since I was leaving that morning. I woke up on the morning of the 30th and had no internet. I called and was told my service had been disconnected and there was nothing more that they could do since my account had been removed from the system. Yesterday I receive a bill in the mail for the entire month. I call and am told that Frontier does not pro-rate per policy; that is fine, however, they do not uphold their end of the obligation and meet their own terms of service. My service was disconnected early, causing a loss of income, yet I get charged for an additional 17 days even though they when I called them on the 30th I was told that there was absolutely nothing anyone can do to turn service on since my account had been removed.

I contacted Frontier on 3/17/20 to close my account and to port my home telephone# from Frontier to ***. I was told by Frontier I had to contact *** and they will forward an order to port my ph# over to them and that would fully close my account at Frontier for phone and internet service.. *** informed me on 3/17/20, it would take a few days. On 3/21/20 *** then informed me my ph# was ported to them successfully and my account was closed on 3/20/20 with Frontier. I received my bill from *** from 3/21/20-4/20/20 . However I still received a bill from Frontier for the same time period 3/21/20 -4/21/20. I have contacted Frontier over ten times trying to resolve this issue to have my account closed 3/20/20. I was consistently told by representatives there was nothing they could do.

On March 16th my internet service stopped working. I called
And spoke to the tech department. After approximately 45 minutes of trouble shooting, the agent advised me that unfortunately there was nothing more that she could do on her end and needed to send a tech out. As I was in the middle of a major project, I expressed my dismay and was advised the agent would arrive on Friday, March 20th. Never was I told or advised there would be a fee or charge to restore my service. I asked if I would be prorated for the days without service as I refused to pay for outage days. The rep told me I would need to call back in order to get that credit. I called back and received a credit of $7 and some change.

When I revised my most current bill this week, I was provided the credit for the days I lost through the outage but was also billed over $200 dollars for an tech visit. I never agreed to this fee, loss of service and never would have agreed pay this outrageous fee for a determined, “outage” in my area per the agent. I have spent over 3 hours on them phone via separate calls and as recently as yesterday the manager at billing refused to speak to me. It was only I was calm, insistent and intellectually forceful, that I was finally able speak to a manager. He empathized with my situation but stated there was nothing he could do. He said the charge would need to be cleared by my local tech and that he would email them. I asked to be
Cc’d on the email but it never came through. I emailed the manager April 30th, regarding the email that never went out but have not received a reply. I asked for a regional manager and was told I was not able to speak to anybody above him. I find these tactics exhausting, unreliable and not the proper way to do business. As it stands, I am being billed $245.00 this month, for a bill that averages
$45.00, without the ability to speak to another department or manager, essentially trying to force me to pay. Can I cancel the services or how can I fairly resolve?

I had been a Frontier customer for many years, but unfortunately this company continues to disappoint me. I would have thought that customers’ loyalty was the foundation desired by all companies.
I do not know what type of training the employees in the Retention Department receive, but talking to them is like engaging in a combat as they seem specialized in a war of attrition trying to wear you down into accepting the higher prices.
Over the last year the ladies I talked to were lacking in politeness and having an attitude of patronizing superiority. Their priority was offering higher prices.
It is very disappointing that the promotions I receive never seem to apply to the long standing customers, or that the statements do not reflect the price quoted during the our conversations.

My conversations with Frontier

April 15, 2019 8:30 am
Talked to Ms Dawn, and after stating that I could not afford the $ 170 plus price, she found a better price $ 113 plus taxes.
Unfortunately the price never materialized or the email promise with the price breakdown.

November 7, 2019 07:30 am
Talked to Ms Paula
Mentioned that the price quoted in April was not reflected in my statements. Her answer which she repeated many times during our conversation “YOU DID NOT REALIZE THIS UNTIL NOW?”
I could not believe how condescending her attitude was and am still wondering if talking to a man she would have used these words.
I asked her about a promotion I received in the mail, her answer the promotion was only for new customers.
My next question was does that mean that if I cancel my service for one month after that I become a new customer? The answer yes.
However, Ms Paula found a little lower price $ 163.13.

April 01, 2020 12:20 pm
Talked to Ms Kayla
The price I was paying in April jumped to $ 209.75
I expected the price quoted in November was good for one year and Frontier honored it.
After pleading with Ms Kayla for a lower price and mentioning that I would like to stay with Frontier in spite of the continuous courting by ***, she found a price $ 10 more that the previous.
It is interesting that after mentioning ***,she said that is was my choice which company I select. Aren’t Frontier employees trained to hold on to their customers versus sending them to competitors?
I also asked her if it is possible that the new price $ 173.16 would start with my April statement, replacing $ 209.75.
She said she took care of it.
Just got my statement, still $ 209.75.

So now I have call again and struggle to get the price quoted?

Over the many years, calling Frontier has been one of the most unpleasant experiences as this is a company with no respect for its customers, with no appreciation for their loyalty, with prices all over the “***” and no truth reflected in the prices quoted.
This letter does not mention the times when I had no service and the struggle to get credit for those days.

A very dissatisfied and disappointed customer

Frontier has not delivered the service of internet and tv. I have had constant problems with this provider and I feel as though I am not getting what I am paying for. Half the time the service is dropping or the service is out. I have called many times to complain and this is getting nowhere. Now I have a "brand new" tv box but now the remote doesnt work. Now I have to wait days before I get the new one in the mail. Im so fed up but now I cannot change service because of the virus.

We moved out of the House in March of 2019. Last bill was paid in June 2019. Frontier is billing me for July and August to the tune of $126 when I asked if there was a resolution to this they said they'd send it to their dispute department and then sent the bill to collections March of 2020. I am not paying for services I didn't receive or use. This bill is not with a collection agency and affecting my credit.

Please do not get Frontier Internet, especially if you have young children. I got internet 2 and a half years ago. I waited on the internet guy 5 hours over my given time frame which I knew was going to happen ( most internet places do this). When he finally got here, I was very welcoming and kind to a very grumpy, upset middle-aged man. I instantly felt uneasy and knew something wasn't right. I held my 1-year-old son tight the whole time. The installer when into every room of my home and in every closet throwing all of my belongings everywhere. He finally got to my child's room. He found a small box on the bottom of one of his walls and dismantled it completely. Wires and plastic parts were everywhere amongst the other belongings he threw around. At this point, I need to add that, my home is always very neat and orderly, nothing out of its place. He finally got into the closet in my living room where my son's diaper bag was placed along with a couple of coats. He made it a dramatic point to throw, and I mean THROW my son's diaper bag out, nearly hitting myself and my young son. At this point, I was extremely upset and afraid and gently asked the man to leave to which he replied that he would be done in a moment, that he was just looking for a box to plug the cord into. Stupidly, I let the man finish his "job". When he made his way in the kitchen ( this was clearly the first place he should have looked as it is the second room to the rest of my home) he found the box he was looking for. Sadly, my favorite heavy wooden table was placed just below the box he needs. Instead of asking me to move my table or gently rooming it from its place, he nearly tosses it across the room. He finally completes his job and leaves. At this point, I am shocked up and scared. Obviously, I lock the door behind me and report the issue to the company. I was given a generic apology and nothing more, no investigation, nothing. I did call the police, but nothing could be done because he did not physically go after my son or myself. After 3 years, I have barely any internet and I feel extremely violated. My internet goes out every 30 minutes. When I attempt to call, I get answers that change, and finally " we will need to send a tech out" to which I obviously replied with a big fat NO. I have allowed 4 techs out with no resolution. Sadly, they have monopolized my area and I am out of options. I would also like to add that, the customer service reps and tech are extremely incompetent and have no clue what is going on. I would opt to no longer have internet, but my children do most of their schooling online, as do I. Unforuntitly, that is not all of my experience, but this review would go on for hours if I added everything. I hope no one else has to go through what I have gone through.

I had to upgrade my service to more internet capability due to COVID-19 working from home. When I made the inquiry call to obtain prices I was never told there would be a tech fee of $75 to have them come out. In addition when the tech came out he did not do the service due to COVID he would not enter my home and I did the work of installing the new box and testing the connection. I called Frontier on 4/30 after making a payment that day and realizing there was an additional fee of $75 I spoke to a Sheila and I explained I wanted my money refunded or account credited $75 since the tech did not do the work and Frontier could have just shipped the new box for me to do it. Their customer service was not upfront about the fee for the tech nor was an option to have myself do the installation given and I did do it myself. In addition the customer service was awful when I spoke to Sheila she advised she was a supervisor she was very rude and unprofessional in addition when I requested to speak to her manager she let me know that there was no one else. She hung up on me I called back and requested a manager I was told by the representative that took my call that his supervisor was on another line she would return my call in 10min. An hour later and still no return call.

Business didn't provide a service for two weeks, rather than providing appropriate customer service I spent hours on hold and not getting answers. Ticket was placed to resolve concern and technician didn't show up. More days without service and then I'm told they won't reimburse me as the first agent said. When requesting a complaint phone number I was again placed on hold for 17 minutes to be told they don't have a complaint number.

Keep getting bills stating I owe a balance that was already prepaid and have contacted on multiple occasions to cancel and correct the billing issues. This has been since 1/27/20 that this has been going on. Below is the information in regards to my account and I will attach back up documents as well.

Back on January 27th I called to cancel my service. I was told I could not get a refund and that my card was already charged to enjoy the service. I couldn't enjoy the service because the service was not well before I cancelled, however I was moving on January 31st to a different location. I was informed that I needed to agree to an additional $9.99 cancellation fee which I was not going to agree to since I was paying for a month of service I wouldn't be using and to use that months payment as the cancellation fee since I had no choice but to eat it. I did want the account closed and cancelled and did get frustrated and hung up but made it clear that I was moving and wanted to cancel the service.
Then In February I received two calls (one voicemail) that someone else was trying to get service but couldn't since I never cancelled my service. I called back spoke to someone told them everything and she did see the notes about my previous call. On 2/18 that call she cancelled my service and didn't say I needed to pay any other fees which I would NOT have agreed to anyways. I have a confirmation of 05233517 from that call. So this letter that was sent to me threatening to send me to collections and notify the credit bureau is extremely acceptable. I did my due diligence and reached out several times to get this corrected. This is an error on your end. I think it is unprofessional and rude to send a letter about a past due for an account that was closed twice now! I need an email back letting me know this has been rectified on your end. Please note that if I do not get this cleared up I will be reaching out the the Revdex.com with all of my documentation and attempts to cancel my account and not have outstanding accounts.
Please send me an email within 24 hours clarifying that this email was received and corrected on your end.

At the end of March I received another bill stating I still owed for the time frame they already took prepaid and took out of my account. So I emailed them on 4/1/20 telling them to once again correct since the calls were NOT working. The next day I received an email back that they are no longer accepting email correspondence so I then called. The call was on 4/4/20 and the lady I spoke with saw all of the notes and said she would definitely correct this and gave me another reference # provided on document (won't let me upload these numbers) and the adjustment would show within 15 minutes. I don't know how else to get this corrected since I feel I have done my due diligence to clear up this matter multiple times.
I did make them aware that I wasn't happy that they pre-bill and refuse to give refunds because I don't think that is right or fair.
I need assistance correcting this matter.

I discontinued internet service from Frontier Communications in early February because I was no longer going to be living at the address where the service was. I was told no problem. I noticed on my checking account statement in March that I had been charged again for the internet service. I called customer service again in March to complain. I was told by the representative that she would go ahead and cancel again and credit me back to the original payment source. I checked my checking account statement again in April and I was again charged for the internet service. I called customer service to complain again and was told that she saw it was cancelled on March 20th and she was was sorry(again). I told her that was incorrect because I had originally cancelled in February. I told her I didn't care if she was sorry but that I just wanted a refund for the previously charged months of service that I did not receive. She said she could not do that because only accounts handled refunds. She connected me to accounts where I waited for about 10 minutes before the phone disconnected. I recalled customer service and explained that I was disconnected while trying to reach accounts. I was then connected to accounts and was told that he understood my problem but that only customer service could send refunds. I told him customer service told me that only accounts could process refunds. I was obviously getting the runaround. I received an e-mail from Frontier today telling me that my bill for next month was only going to be $10.00. Great news?!?!?!

I canceled my internet service with Frontier over 10 years ago because of issues with no internet constantly and them never wanting to fix it correctly... we were so excited about the new fios, so we signed up and we were promised 12 mbps and we received only 2.5 and on top of that the very first day we lost internet at least 5 times and it continued to go in and out the first week, my neighbor can not get them to fix it properly either!!! The man that was here to install it also told me that there was no way they should have ever let us sign up and out of his own mouth he said they like to push as many sales as possible!! Very dissatisfied and disappointed that we were lied to... I canceled after the 1st week and had to pay the 1st months bill and now they are charging me $10 to cancel!! Awful service provider, I will never go back to Frontier again!! If they just would've been honest from the get go, we wouldn't have wasted our money or time!!! It has been nothing but a headache when it comes to them....

The company had lied to me on multiple occasions when handling the speed and payments of my internet. When I was offered to raise the internet speed they had come in three times and the speed was much worse. Turns out they lowered it and then charged me for the raised speed. When called they offered me the same product that they had been offering me and then charged me for and installation fee that I was told was to be waived. This went on for four months. I have now canceled them because they lost two of my payments.

I had *** service in 2015 in the Sarasota area. During the last few months of my time living there, Frontier Communications took over. I cancelled my service to move out of the area in April 2016. Frontier sent me a box, I packed up my equipment and sent it off. I now have a charge for $1,331 on my credit score that I have been told was for unreturned equipment. Because I signed up for service with *** not Frontier, they are unable to verify my account to even discuss this issue. I offered to verify my social, email, address, anything and they said I needed to verify a pin number from 5 years ago or provide my customer ID to even speak about the account. On their website they list the charges for unreturned equipment $200 for a DVR, $100 for Set Top Box and Router. I never had a DVR and had three televisions in my home. So even if I hadn't returned the equipment (which I did, in the very box they provided) there is no way I should owe a company, that I didn't even initially agree to do business with, $1,331 dollars that is now affecting my credit.

Careless and deceitful company. Signed up for service in January with the promise of a promotional *** card. I was back and forth between two speeds while on the phone with the company representative. Essentially already committed at that point I opted for the lower cost service. Nothing was said other than thank you for your service. Fast forward three months and I call asking about the whereabouts of my visa. Now the representative never mentioned this while we conversed months prior but apparently when I opted for the lower cost service the promotional *** fell off. I was told today, “they didn’t have to say anything at that point, it was in the terms and conditions”... the fine print. That’s the exact type of company I don’t want servicing my TV/Internet/Phone.

Services were never active, your sales person was not honest with me about the type of service I needed when I signed up in February. The service did not work for my home so we cancelled immediately. I was charged 52.63 in February, 47.54 in march, and now receiving a bill and collections threat for a new bill of 47.54 for April. This is the first time I have received any physical bill from this company. This company is unethical, they are dishonest and are charging me without use of their services and without my consent. I have confirmed from a representative that the service was disconnected on February 12th (which was actually never used at all to begin with). Between my husband and myself, we have called 5 times to request them to refund. The 2nd time I called the supervisor hung up on me, the 3rd time I called a representative said there was nothing she could do. The 4th call the rep told my husband we were getting a refund. We never got the refund and instead were charged again. After this 5th call, the rep said he would find out from his supervisor how to handle the problem. I don't have any faith or trust in this company and cannot afford to lose any more money or be sent to collections. I have asked to remove my bank account information but I also don't trust they will do it. Every conversation with this company has been dishonest and resulted absolutely zero followup on their end.