Frontier Communications

Complaint Regarding Bills from Frontier Communications
Case Summary: In Dec. 2019, I called in and asked to cancel all the services provided by Frontier, and I immediately returned all the devices by the Cancellation Department’s instruction, but after that, I’m still getting the bills from Frontier. I have contacted your company many times to ask for help, unfortunately, this issue has not been resolved yet. And I got 2 phone calls from the debt collection company which bothers me a lot, and on 04/27, I got a debt collection letter from Credit Control Corporation.
Dear Frontier Retention/Cancellation Department, Customer Service, Billing Department, Credit Control Corporation, Or to Whom it may concern,
I used to be Frontier’s loyal customer from the year of 2013 to the end of 2019. My name is ***. The reason I’m writing to you is because I have a dispute case with Frontier since last 2 months which has not been resolved yet. Here are the details.
On 12/19/2019 I called the Cancellation Department to cancel the service package including internet, Tv, and phone services. I told the staff who answered my phone to cancel all the three items. And I asked him how I can return the devices to your company, such as: Tv top box, remote, cords, and modem. He said he was going to send me a box with the stamp and address for me to do so.
I waited and waited, I hadn’t heard from anybody from Frontier until 12/30/2019, on that day around 12:30, I called the Cancellation Department again, told him to cancel all the services, and asked why I still didn’t receive the box for me to do the returning, the man checked and told me, for some reason unknown the process did not go through, he would send it to me right away.
Right after I got the boxes, on 01/11/2020, I returned all the devices listed as above with UPS in my city. I have the tracking number as following: ***. It showed me the boxes were delivered on 01/15/2020.
After I returned the devices, I received two months’ bills, one is for January(dated from 01/04-01/28 with the amount $132.97),the other one is for February (dated from 02/04-02/28, new charges is $137.79, total amount due is $270.76). I had to call Frontier company again on 02/19/2020 at 10:50am—12:10pm, it took me a long time to get to the right person. I called Customer Service, got transferred to Collection Department, then transferred to Billing Department, then to Retention/Cancellation Department. To each department I had to start from the very beginning, like when I called to cancel all the services, when I returned the devices, but I still got the bills, I would like the company stop doing it to me, but nobody knows how to help me out until I called the guy in Cancellation Department, his name is Andre, he said he could cancel all the services for me, and it would be effective couple of days later which is 02/25/2020. Regarding my question—why the company did not cancel the services right away when I called the first time, and still billing me, he said he didn’t know, and said, if I didn’t agree with the bills, he could set up a dispute case for me, and he really did so. The dispute case number is ***. Andre said he would follow this case with me. I did not receive any result from him yet.
On 04/08/2020 at 11:30am-12:15pm, I called in to check how it is going on with my case, the lady named Jessica who answered my phone said, there is no dispute case number like that, they do have a guy named Andre, but unfortunately, there isn’t any note left by him. All the things she could do is to ask the company to print out all record when I made the phone calls to them on 12/19/2019, 12/30/2019, and 02/19/2020, word by word, to see what’s really going on, I agreed. Still nothing comes back to me yet.
On 04/21/2020 at 9:25am, I got a phone call from the collect company, a lady named Sasha David said she represents Frontier to collect the money, I told her the whole story, and she said she would contact Frontier to see the response; and two days later she called again, I told her the same thing, she just hung up.
On 04/27, I got a debt collection letter from Credit Control Corporation.
This is the whole story. As you may see, this issue took me 4 more months to make phone calls to make myself clear, the process is so hard. I don’t think this is a fair way to treat a person who used to be your customer, especially I never delayed any payment during the 6 years. I totally understand the situation with the Covid-19, this must be the reason things goes slowly; meanwhile, I do hope somebody can really help me to resolve the issue, cancel the two bills, because I demanded to cancel the services at very early time, and I returned the items as required, so please help me out, I feel so tired to handle this issue--everybody having a tough time now, I do appreciate your help deeply from my heart!
I hereby request that Frontier has to explain the reason that even after they received my phone calls to cancel and stop the services on 12/19/2019 but they failed to do so, and still asks for the bills without any services; Secondly, please forward me the script of the three phone calls I made to them on 12/19/2019, 12/30/2019, and 02/19/2020.
Thank you for your attention! Looking forward to hearing from you soon!
Sincerely,
***
04/27/2020

I was a customer for 2 years and I called to cancel my service at the beginning of April. I scheduled disconnect for the 10th. I was told there wouldn't be an issue. They offered me some discounts and I declined knowing in the next year it would go right back to the normal price. I use auto pay for almost everything so I was waiting for the final bill. I received a notice from the bank that I was being charged for the whole month of April. I called Frontier and they said they don't do partial month billing and if the bill has already been sent out they don't do any kind of refunds. I politely said to the CSR that I wasn't informed of this when I called to disconnect my service. I also told her that in these times of hardship that these practices is one of the reasons they lose customers.

Frontier would not resolve my issues with their customer service. I was unable to access my security cameras for over a year and continually had to call frontier for tech help but that never resolved the issue. I sat on the phone for hours trying to get this resolved but to no avail it was never resolved. I also had a tech person come in to the shop to resolve the issue but was unable to. I also called the sales two times but she never returned my phone call. I had no alternative but to change phone suppliers. Frontier is charging me a $355.48 early termination fee which I am disputing.

I called to have Frontier internet set up at my home. The installer never showed and I ultimately ended up getting another internet provider. Frontier then sent me a modem that I never asked for & started billing me for a service I was not set up for. I called multiple times and was reassured that they would take care of the bill. Another bill came, I called again and was told that management said the bills would be erased and not sent to collections. Fast forward to now and these bills are on my credit report and were not erased as promised.. all for a service I never received!!

Frontier Communication is refusing to provide DSL Internet service to my home in Coupeville WA. The previous (recent) homeowner had Internet service with Frontier, as do the neighboring houses. I have spent many hours on the phone with Frontier CSRs, to no avail.

I cancelled tv and phone service on april 24, 2020. I continued only internet service. I was told by the customer service rep my new bill would be available april 27 and should reflect the changes. if I was charged the old amount which included tv and phone, to call and it would be corrected. on april 27 my bill included tv, and phone plus the internet. I called on april 27 and was told, even though I cancelled tv and phone april 24, it wasn't processed by frontier until april 27, therefore I was billed for an entire month of service I would not have. I was told my next bill I would receive a credit for the phone, but not the tv. I was told they could not credit the tv and I had to pay for literally an entire month of tv I didn't have as frontier shut off my tv and phone on april 27.

I contacted Frontier on 04/16 to disconnect services. I was told by rep that my request was completed and would receive a box in mail to return equipment. 04/19 o received bill for following month along with services still on so I called again and the rep informed she would correct my account by crediting account and disconnect service but will take a few days to complete. That rep gave me her extension number to follow up. 04/24 I left a voicemail message for the rep to get update since services were still on and again 04/26. Still no word on 04/27 so I called frontier and was told they see notes on my account from 04/19 but not 04/16 however I still will have to pay for full month after 19th because billing cycle restarted. D will not credit my account. I informed them I am not using heir services and switched to a different provider as of 04/16 however they still refuse to back date my account even though th he have notes from 04/19. This is bad customer service and should not pay for services I have called to disconnect since 04/16/20!

We were out of internet service from 9/13/2019-10/24/2019. I called on 9/22/2019 to report the internet outage and cancel our phone line. Us calling to report the outage was delayed and I own that. We were busy with business/work and it just wasn’t a priority to call at the time. We did call again on 10/3/2019 to followup on timeline of service being restored, Frontier said they could see we’ve been without internet since 9/13 and that they were working to resolve the issue. When we asked about adjusting our bill for the time we were out of service, they said that we had call back when service was restored and that they couldn’t do anything about it at that time. Service was restored 10/24/2019 and when we called on 10/27/2019 to say that we were looking at receiving a credit for the time that we were without service, we were told that there was no record of us calling or that we were out of service. After HOURS on the phone, explaining over and over what happened and being placed on hold for extended periods of time, going back and forth, the rep said she was suddenly able to see that we were in fact without service from 9/13-9/24 & 9/25-10/24 and that she would credit us for partial adjustment for Sept and then October. When the refund never came, I called back on 12/11/2019. Was told my refund request was denied and it was due to not having record on my account of being out of service. I explained that if Frontier customer service reps didn't take detailed notes on our account when we call or notate what exactly happened, how is that the consumers fault? How can they deny our request citing the reason for not approving a credit is due to something that was not completed on their end?? Every time you call, they give you the run around and then when they say they are “looking at something else” they leave you on hold forever. Then when you ask for a manager, they leave you on hold again, forever. Like they are just trying to get us to give up and hang up. After waiting for an extended period of time, I was told they will put an adjustment through. Never comes. I call on 1/17/2020. I speak to a customer service rep who says the same thing we are always told, there are no notes of our call or outage. It’s amazing how they originally say there is not record of our call, then they seem to find the call but no record of it being out for more than a day, and then all of a sudden, they find notes that it was in fact out. The longer you stay on the line, the more information they seem to miraculously “find.” Then they say they will put through an adjustment. Since I was told this before and the request just ends up getting denied due to lack of details on our account, I request to speak to a manager. I spoke with Shenoii. I explain the situation and at first he of course cannot see any details on my account. Then after some back and forth, he starts to see some details. Even mentions that he sees we were out of service from 1/1/2020-1/17/2020, something I wasn’t even aware of (we were out of town during that time) and not even what I was calling about. And something the customer service rep did not see on my account for the hour I spoke to him before getting to Shenoii?? But he said they do not have access to authorize immediate refunds, they can only submit the request and it must go through a credit bureau for approval. He told me my previous requests were denied due to lack of details on my account. I argue how that can be our fault if the customer service rep in not taking sufficient notes or record keeping when we call. He says he will put through the request again with more notes of the situation. Only after that does he tell me that he then sees that one of the requests for credit for the partial time in September was approved, we should be seeing that credit on the next bill, and so he was only going to enter the other credit request for the October time we were out of service. I never receive the refund that he claims was approved or the one that he submitted that was waiting approval (case #180022759). call back on 4/27/2020 and speak to customer service rep Tommy. I am told that all credit requests are all showing as denied. Again, due to lack of notes. Even after multiple phone calls reiterating our situation and speaking to Shenoii and him telling us he is adding notes to our account. Never happens. Tommy says they cannot go back more than three months, that he doesn’t see any calls from us, that there are no notes on the account. After more time explaining the situation again and him putting me on hold on and off for 35 mins, he said then sees we were in fact out of service but only from 9/13-9/24 (phone) and 10/27-10/30 (internet). Again, not sure why this information is suddenly available after 35mins. Still not even accurate but better than nothing. He says he can submit a credit request. I ask how this will be any different than the previous times I have called, and they have told me they are submitting request for it just to be denied. Tommy tells me that the reason they were denied was because a “trouble ticket” was not entered for our outage. Again, new information. And I ask who is to enter this, he replies that Frontier does. So again, I am being told the reason for the denial of my credit request is all due to something not being done on their end, not mine. I request to speak to a manager. I am told it will be up to 30 mins as the managers are in a huddle. I say that I will wait. 30 mins later, I am greeted by Dale who tells me he is the department supervisor and has been following my case. He is able to see that we were out of service for 9/13-9/24 (phone) & 10/27-10/31 (internet) and says he can submit a credit request. I ask how this is any different than what I have been told before. He said that he can submit the request, call the department that is reviewing to explain in detail what happened to have it approved immediately. Again, new information since I was told numerous times before this is not possible. After a total of 1hr 43mins on the phone, Dale was able to credit me $20.80. It’s not the $70+ we are owed but still, it’s something. Frustrating that it takes so many phone calls, for so many hours, and being told they don’t have the information they need to approve the request and managers cannot submit for immediate approval….but it finally happened. Or some Im told. Time will tell if I even see that $20.80 credit ever. I asked for a case or confirmation number and Dale information me that they do not do that. So is that true and then the case number that Shenoii previously gave me was not real? What are they telling you is the truth and what is just lies to get you off the phone?? We still have not received credit for no INTERNET from 9/13-10/24 as they say there is no record. Frontier just hopes the customer gives up, so they do not have to credit back money that is owed. Im not sure how you can speak to one person who cannot see record of you calling but if wait long enough or speak to someone else, they can. Or one person cannot see that you were out of service but then you wait long enough or talk to someone else, they can. The more you push, the more information you seem to get but it’s always changing. Such a scam.

Pay for up to 6 mbps of speed. Most times can barely sustain .17. Have had up to 2.99, never have seen 6. Been pinging daily and average is 0.3. Working fro. Home and it’s almost impossible to keep VPN tunnel sustained. Can’t stream movies for same reason. Pay a lot of money every month for such bad service and repeated complaints only help for 1/2 day at beat. Then same old lousy service.

This by far is the worse service I have ever received from any company I have ever dealt with. We contacted Frontier on April 2nd to have services added to an existing account. The representative who assisted on that call advised we would need to wait until April 10th for this request to be set up and completed. April 10th came we received a call from dispatch that someone was going to arrive in 30 minutes. We waited 6 hours until we figured no one was going to show up. We contacted frontier and we were advised due to the covid-19 epidemic happening the dispatch rep. would not be able to come and do the set up. 2 days later we called to follow up and see what was the time frame for someone to come and set up the added service to the existing account. We were then advised by a different customer service rep that we were given false information and that the dispatch rep should have made it that day since they technically had to be working outside and did not need to come inside because we already had an existing account. The representative scheduled for a dispatch tech. to come out on April 22nd. April 22nd came and dispatch tech. came to do the setup at about 10 am, the tech who came out needed to call for help after about an hour because he could not do the job by himself he stated that he needed someone to come for back up because he had to pull cables from a post outside. After about 3 1/2 hours the techs finally had everything connected and we were advised they were done on their end. We were told to keep an eye out on our router and that the lights would turn all green and blue once technical support completed the activation on their end, when they left everything was flashing back and forth from green to red and remained that way. Also I would like to note that the dispatch reps. Left a big safety hazard with the set up of the cable(see pics below). No one should ever have cables exposed like this, this is a lawsuit waiting to happen. The dispatch tech said he didn’t have a crawl suit so the cable would have to remain exposed, they didn’t even try to pin the cables down. We waited and no one ever followed up to advise activation had been fully completed. We called back to see what was going on with our service because we still did not have a connection. We went through troubleshooting several times and finally by 04/25/2020 were advised that there was a short and that this is why we still did not have our service. I asked to have management call back and to have someone come out and fix the issue. I was told no one was available to take the call and they took my call back information yet again and was told to call back the next day for a follow up. This company has a HUGE PROBLEM with management not following through with call backs and customer service and tech reps not wanting to get leadership to take a call, they will do and say anything they can to get out of escalating a call. I am understanding to the situation of working from home due to covid-19, but I myself being in a similar type of job know this is wrong and leadership and management should step in when it gets to a certain point.. we had reached that point. I called back 04/26/2020 For a follow up. I spoke with a representative who spoke so fast I didn’t get her name, when I asked for her name she told me she “already gave me her name”. I asked for her name again and got the same bad attitude and response, I asked a third time and she finally gave me her name SHEENA. Sheena was the worse rep I dealt with by far, while explaining to her what was going on she proceeded to cut me off while I was talking and raised her voice at me. I asked her to please not raise her voice and she continued to speak over me in a very sarcastic unprofessional unhelpful manner. I asked for management and yet again I was given the run around and was told they have my call back info and it was escalated and I would be given a call back. I was transferred to tech support yet again and spoke with Gwen who was not as bad yet not very helpful. Please keep in mind every time I got a different rep I had to repeat myself over and over even though the account was notated and there was a ticket submitted. Every time I spoke with tech support they wanted me to troubleshoot even though this was beyond them. I refused the troubleshooting at a certain point because we already knew we needed someone to come out. She took my call back info and said management would call back, according to Gwen they could only get someone to come out on 04/30/2020, I advised the rep I have a student at home and I am also working from home and needed this completed sooner we can no longer wait we have been waiting since April 10th! She took my call back info and yet again no call back. I can’t even list all the reps I spoke with in this time frame that guaranteed me a call back from management that never happened. 04/27/2020 I called as a follow up yet again spoke with about 4 reps and nothing. At one point I had been speaking with a Jose in tech support for about 40 minutes and the call dropped and no one ever called me back. I finally had had it with this company, I called once more and this time to cancel my services I had requested to have and never received. This company is HORRIBLE from the customer care to the management to the service period! Due to the area I am in I don’t have other choices I am stuck with frontier and this is very unfortunate for us. I am a new customer and this company has shown me they aren’t worth dealing with and they really don’t care about their customers, we are just a monthly bill to cover someone’s undeserving paycheck. No matter how persistent you try to be it doesn’t work their management is lazy and refuses to take calls. I hate to have to file this complaint but it had to be done.

In December 2019, I moved from *** to my new address in ***, WA. I called to disconnect my old address and then also wanted to set a new connection at my new address. Due to a lot of problems from Frontier (Can't install at my address, no one show up, miscommunication, ...) I decided to cancel the service. From my last 2 calls, the representatives told me, I need not to do anything, everything was all done.

However, recently in April 2020, I got a threaten letter from Frontier that forwarded from my old address says I didn't pay their service for more than $200. Oh my god, where is this come from? Please help investigate this.

I've signed up for new internet service on 2020/04/17 and a technician who came out told me that he couldn't start my internet due to company's main system failure. The main service center couldn't start new service activation due to some technical difficulty so he explained how to install cable lines outside as well as inside my house. Due to Covid-19, I understood I have to do installation inside my house (contact free installation), but I didn't expected to do outside job as well, so I thought it's unfair to pay $75 installation fee. I've got a text message that said the system is back and so try installation, so I ended up installing everything and tried it, which it failed to work. Technician had to come out and finish the job, but I had to go to many of installation steps, not to mention about the delay in service activation. When I called customer service, a representative I spoke to said she can waive my installation fee in that case, but told me to contact the frontier after I get my first bill, which is did today on 2020/04/27.

Conclusion was they couldn't give me any benefit because technician had to come out again and finish activation, they won't waive anything for the troubles (tried internet installation myself, and delayed activation of internet by a day, which I had to pay extra to previous internet provider) I went though. Yet another worst customer service that I've received from cable companies that I've used.

Horrible customer service. False advertising issues. I've been waiting over 4 months for a so called promotion. It still haven't materialized. Every time I call I get a different date that I should receive the promotion. It's almost May an still I wait for nothing apparently. I requested to talk to a supervisor several times, and again I was given different answers. The supervisor just left, or we have to put in a claim ticket for the supervisor to call me back in 24 hours. Needless to say, no one has called me back.

I have had Frontier for years and have always called and complained about not receiving the 12mbps I paid for; it typically fell as low as 3 and as high as 8. Frontier kept promising to put faster speeds in my area and I stayed a loyal customer. I can't tell you how many times I kept calling them to speed up my service and they just kept telling me give it a few months. So, when the COVID-19 situation happened, I called them and told them I was forced to work from home. I asked them to please give me the speeds I payed for. No matter what or how many times I changed the channel, I could never get more than 6 or 7. I told them that unfortunately, since they have been cheating me for years, now I must go to a different carrier. I asked then to cancel my service and I will pay my last bill. Now, they are claiming I owe another month of service because they don't pro-rate; which is a lie because I never got the service that was in my contract. That last month, we had no internet most of the time which is why I had to leave them. They kept refusing to fix the internet and now they expect me to pay for a month of service I did not have. That's unethical and they are taking advantage of customers.

Frontier conversations about final bill
Cancelled account 2/10/20. I was told when I called to cancel I would get a prorated bill 2/5 to 2/10.
Received bill Dated 2/5/20 for 195.67 for 2/5/20 to 3/4/20.
2/27/20 I called and talked to Okeno who stated it takes 3 billing cycles for proration to take place. I will get new bill 3/5/20

3/11/20 Received Frontier bill dated 3/5/20 for 195.67. This was incorrect as Okeno promised it would be prorated. Called 3/20/20 and talked to Charles who said this bill was already processed and must wait 3 billing cycles He said it will be prorated on next months’ billing.

3/31/20 Received Past due letter from Frontier National Collections Center. Called the number on the letter . They could not get into my account without my passcode which I gave. They still could not get in. I Did not change passcode as I could get in to my account easily.

4/5/20 Received Frontier Bill dated 4/5/20 for 195.67

4/7/20 Called and spoke to Tammy who could not get in to my account due to my passcode not working, however, it works for me. She said she would send letter with new passcode in 3 business days. Never received.

4/14/20 called and spoke to Misha then Angelica who could not access my account. I then talked to Josh who told me to change passcode online so I did. I can get in to my account easily but he could not which he thought was very strange. Yes, it is strange when I can get in to my account but Frontier cannot. He wanted to help me but stated he would have to send a letter with a new passcode so he could get in. Letter would come in 3 business days. Never got that letter.

Received a bill from Credit Central Corporation collection and a phone call the same day from them. I explained to them that I was told by Frontier employees that I was getting prorated. She stated Frontier never prorates bills. She asked me if I want to dispute and I said yes. She then hung up on me.

I was never told from the beginning that Frontier does not prorate their bills. Frontier’s employees were negligent. They told me that YES, it would be prorated in 3 billing cycles. Then, 2 months later they cannot get into my account to help me when I can still access my account. Sounds like an excuse.
Frontier is misrepresenting themselves and telling customers false facts.
All phone conversations were recorded by Frontier and reviewing them you will find that they told me I would be prorated. I am willing to pay for the 5 days that I used.

Landline stopped working on 4-5-20. Had to use Chat to get help. Was told it was an outage in my area. Waited a few days and used chat again. Told it's an outage. Repeated a few times. On 4-17-20 the chat tech entered a ticket saying it was not an outage. Tech never showed on 4-22-20. Drove 5 miles for cell service, called Frontier. They said the tech called and no answer. That's becausemy phone is out. My neighbor called Frontier and talked to a John in Indiana. She told John that I am on dialysis and need a phone if something goes wrong. He put a ticket in for medical emergency. They came and fixed the phone today. There was a break in the line. They will only credit my bill from the 17th when the first ticket was put in. I guess the chat line means nothing. Why was I not given the right information to begin with. There was no outage.

I am a worker in healthcare and my wife is a educator working from home due to the pandemic. On Wednesday our service went out. I called and they said the earliest they could send someone out to look at my equipment was on May 1st. I told them it was unacceptable. After raising a fuss they flagged my ticket to get me help ASAP. However I still am without service. Wednesday night I was told a area manager would contact me the next day. I never heard from them. I was told Thursday morning through a text from them that there was a issue in my area causing problems with connectivity. I got a text a 2pm on Thursday telling me the issue was resolved. I still was having issues. In the text from them it stated that if my service was out I should text KEEP to keep my service ticket. I did. It came back and they informed me that I would be seen on May 6th! I called and raised a large stink. Someone called me and said that there was a line cut in my area. I told them I understood and as of yesterday morning no service. I tried calling and no one answered. I tried messaging their social media page and they fail to respond. This company is ripping off and lying to customers.

In March 2020, I wanted to upgrade our Internet from 50/50 to something with higher speeds.
Quoted one price over the phone, got different price on the bill two times across 3 different people at Frontier. This is an organizational problem - not 1 person.
Due to not published clear pricing as an existing customer of their internet speeds,
and terrible customer service experience. I will be looking to switch internet service providers. New customers beware! This is the only recourse I have as a customer is to use my voice to warn others.
This will be reported on every review site and will be reported to the Revdex.com.

History with Frontier:
We were originally *** customers in 2010 through 2016. We were switched to Frontier in April 2016 when they acquired ***.
Up until the below, we've never had to interface with
Frontier at all. We are only Internet customers.

Timeline:
Mid-March called about Internet Updates to 100/100, 250/250, 500/500 or Gigabit. I wanted New Customer pricing or would switch (almost half the price per month
compared to existing customer pricing).
Was quoted on the phone the following:
- 100/100 upgrade can be done without Tech. coming inside the home. (During COVID-19)
- For just $70 a month (our best deal for existing customers and isn't available for new customers), you get gigabit (1000/1000). Required tech to come inside home.
Being uncomfortable with someone coming inside home, I decided to go with 100/100.

Couple Days later:
I changed my mine to wanting the Gigabit service. I called Frontier back and said I wanted the $70 per month gigabit offer for existing customers. I scheduled a time for the tech to come out
on 3/30/2020 (monday) from 8am to 12pm. I noted the ticket # for this service.

On 3/30/2020 early afternoon:
I called Frontier asking why they haven't come, and gave my ticket #. They said thats not your ticket #, here's your real ticket # and they will be there on 3/31/2020 (Tuesday) between 1pm and 5pm.
- Common Sense: They messed up, and rescheduled it without communicating to the customer. No call, nothing.

On 3/31/2020 @ 12:30pm:
Technicion shows up without warning and installs. No issues, really profesional tech. He even showed up early.

4/25/2020 (First Bill!!)
The bill shows up for $115 a month for gigabit.

4/26/2020 (4pm):
I called Frontier. They said thats the price, not sure why they quoted you $70 - twice. "They're stupid." They agreed its my word vs theirs since prices are not clearly published online for existing customers.
I decided to downgrade to 500/500. The price per month before taxes is $75 per month.

I asked to be refunded the prorated amount of the $115 between 3/31 to 4/26/20. The supervisor declined.

4/26/2020 (6pm):
I received an email from Frontier for the service change and my new bill says its 500/500 and $85 a month!

I use my own router and the company is charging me $10 per month for their router even though I do not physically have one of their routers installed in my house. The customer service said it was required. I find it highly illegal to charge me for something I don't have, don't use, didn't get installed.

Frontier is trying to charge me a $100 cancellation fee for switching service when we were under no contract written or verbal for them to be allowed to charge such fees.
Before we switched service I called and made sure that I was under no contract and their would be no fees by changing service and they said that was correct. After switching service now they are trying to charge us these fees.