Frontier Communications

Paid $286.86 for internet/cable service from 1/13/2020 through 2/12/2020 on 1/13/2020. Canceled my service on 1/28/2020, as I was moving, and was informed I would be charged $9.99 for the service to be turned off, but was also informed I would be receiving a credit/refund for half a month. Called three times asking about credit/refund. Was informed it would take a few bill cycles. On 3/26/2020 I spoke with a "Robert". He informed me per Frontier "policy", I would not be getting a credit/refund. I asked for a copy of said "policy", either by mail or email. Robert stated it was my responsibility to find it. I told Robert I had been informed at least 3 times, which he said he saw my email record, that I would receive a credit/mail. He said that though he doesn't agree with said "policy", there was nothing he could do. I asked what if I hadn't paid my bill in advance. Robert stated to me that I would have only been charged for the time I had the service, which would have been half the monthly bill.

I requested for Frontier to upgrade my service from 6 mb to 12mb. A gentleman came to my home to make this change on 12Feb. I began paying for this upgrade from this date. I called tonight because I continue to have problems streaming netflix. They told me that I only have 6mb service and that I need to upgrade. When they checked their records, it was clear that this should have been done. Nevertheless, the lady could not help me this evening and asked me to call back.

If I could get any other service in my area, I would gladly drop Frontier as I have had a litany of problems with them over the years. They have a monopoly on this area and do not seem to care about customer service.

At the end of January 2020 I was quoted a price for internet and cable services by a representative in the Retention Department at Frontier Communications, and was told the new rate would be reflected in my upcoming bill, beginning March 2020 and would be pro-rated for the amount I paid in February. At the end of February 2020 I called because the rate I was quoted was not what appeared on my bill. At this point I asked to have the conversation from the end of January reviewed to verify the initial quote from the representative. I was told the process would take 7-10 business days and someone would call me with the results. I called at the beginning of March 2020, two weeks after my initial request and was told it wasn't done because the request "wasn't put in properly." So another request was entered to have the call reviewed, and I was told this time it could take up to 30 days for the review to take place and for someone to get in touch with me. I waited 5 weeks before calling (April 13, 2020) to inquire about the call review and was told it wasn't done and could not be given an explanation as to why my request has been ignored twice. I also filed ANOTHER request to have the call reviewed because the representative said the last request was not done properly. I was also told by a representative on that same call, that even if it turns out I was quoted that price, that "it wouldn't matter because I wouldn't get it anyway, because that's not what we have right now." As of today (April 25, 2020) I have not received any communications regarding my request to have the call reviewed and continue to get billed at a higher rate.

I was promised a credit of $53.95 by Frontier in Feb/2020. I have been waiting on this credit since that month and have not received the amount. I called frequently to check status and was told to wait and the credit would appear on the account.

I called yesterday to learn the status and was told I would not be getting the credit.
I have all the chat transcripts showing this amount was promised to customer.

I signed up to get Frontier Internet for $34 a month. Only after setting up the install appointment did it mention a $75 install fee. I immediatly called to cancel the appointment. They said that the would wave the install fee. A week after it was installed I get a bill for the $75 installation fee and a $9.99 equipment handeling fee. When I called them they refused to drop the extra charges and said they would be adding a $9.99 fee for my shutting off the service and returning their equipment.

I had phone and internet service with Frontier Communications: Account # ***. Starting in September 2019, I tried to switch my phone and internet service from Frontier to Spectrum. Spectrum tried multiple times to PORT OVER my phone number (I wanted to keep my phone number) without success. I then called Froniter in late November and told them that I wanted to discontinue my service with Frontier and demanded that they let my phone number get ported over to Spectrum. The person on the phone said they have to hear from the client if they want their number ported over so that other companies "don't just steal their account." I said fine... I want to port over my number and go with Spectrum. She said that I still had to pay this month's bill which was about $86. I said fine.
On December 2, Frontier received a port over request from Spectrum (Frontier Confirmation # ***), however when the Spectrum technician came over to my house to switch the lines, he still was NOT able to do so. I finally gave up on keeping my old phone number and Spectrum gave me a new phone number. I switched my phone and internet service to Spectrum at that time.
Frontier continued to bill me for services that I didn't use through February 2020. I have complained multiple times and they said that they need a confirmation number that I cancelled my service in late November. I don't have it and the fact that Frontier received a port over request (with a confirmation number generated by Frontier and given to me by Frontier) is enough proof that I asked for my services to stop in late November. Frontier can easily check to see that I was not using their internet service once I switched over to Spectrum (spectrum uses a different system to deliver internet service).
My last conversation has been with the agent from the collection agency. They are asking me to pay Frontier's final bill which is about $186. I told them my story and they said they'll have to check with Frontier. When they called me back they said Frontier refuses to change the amout due because I never said the words "Cancel my service." They claim that I only said "I want to port over my service." I asked if that is not the same thing. The collection agent said, "If you ask me, I would say yes, but that's not what Frontier says."
Can you please help me settle this matter with Frontier? I have lost count of how many times I called to switch my service and after many unsuccesful attempts and giving up my phone number, now they want me to pay for three months of service that I didn't use. I appreciate your help.

On January 7th, 2019 I called Frontier to cancel service for internet and television. I was told that I was still going to be charged until the end of the billing cycle which was January 20th, 2019. I was informed there would be a disconnection fee.

On January 20th, 2019 I spoke to Cameron looking for the packaging to return my equipment and he told me that the boxes would not be shipped until after the new billing cycle. I received the return box on January 25th and promptly packed up and dropped off all the equipment at UPS on January 26th, 2019. UPS tracking number (***).

On January 29th, 2019 I received a bill and was told not to pay it.

I confirmed on February 1, 2019 that my equipment was indeed received by Frontier.

On February 7th, 2019 I spoke to Desiree who sent an email to her supervisor and was told a credit would be approved.

On March 15th, 2019, I spoke to Amanda, and told me also a credit was coming and that I should let it ride out one more billing cycle. On March 25, 2019 I received a collection notice and called and spoke to Tammy who advised me that I needed to dispute the transaction. I was transferred to collections and spoke to Brianna and a formal dispute was filed.

On April 23, 2019 and spoke to JD about the account and was also told that the account needed to settle and that a credit was coming.

On June 12th, 2019 I spoke to Gina who advised me that there is a credit on my account of $199.70, but still have not received anything.

It’s now August 30th and I still have not received a refund. I tried calling but the system was down in your collections department. Since service was cancelled on January 7th, 2019, and the billing cycle ended on January 20th,2019. I don’t owe the bill dated January 21, 2019 for the billing period January 21st, 2019 to February 20th, 2019 that I was wrongfully sent to collections for.

On September 13th I called and spoke to Jarud Nash regarding the mix up with the bill. He reviewed the notes that were in his system and realized what had happened. Jarud emailed me and I responded but have no heard anything back.

Charged $200 for unreturned equipment when I have a confirmation text that they received it. That was after six phone calls trying to get the box to ship the equipment back in (could not drop off anywhere.) When I contacted them, I was told someone will call me back.

We are having problems with our phones in the office. We are having cross talk. Since April 8th we have been having problems not being able to hear our patients and they are having problems hearing us. They are hearing other peoples conversations, from other offices. This is a HIPPA violation to be hearing other peoples conversation. We have had 4 technicians from Frontier come out to try and resolve but they have not been able. I have had my phone IT check our phones and from the very first time I was told by him that it had to do with Frontiers phone system at the main office. When I communicated this with Frontier they said it was not possible.

I had services with Frontier for a little over a year. During that time there was never a period where all of our services worked correctly. For example, they would get the internet to work and then one of the cable boxes wouldn't work. This went on for over a year. Several calls were made to tech support and we also had technicians to our home on several occasions to try and fix the problem. We decided to cancel our services which were terminated on 9/30/19. The issue I have is that since a new billing cycle started on 9/23/19 they are billing from that date going forward another billing cycle. I spoke with several people on several occasions at frontier to try and resolve this and they kept telling me it was in their retention dept. I finally got a call back from them and they left me a voicemail and within 15 minutes of that voicemail I received another call stating it was now in collections. I am not saying I won't pay the bill. I just don't feel it is right to have to pay for the 3 weeks when I no longer had their service.

Sent me a credit card which I must activate in order to get a refund for cancellation as I sold my house. Says I cannot get it without activating the card.

We called to have our service turned off because we were moving to an area they did not service. They turned off our service 2 weeks early. We called and to turn it back on, they said we had be set up as a new acct. Service date would be a week out and cost a reinstall fee. Since we were moving, we said forget it. Then we got our last bill and it was for the whole month, including the two weeks we were turned off.

Dear Sir or Madam,

Thank you for your help.

We've had issues with this company in the past and eliminated the service as a result so have been without a landline for a few years. We decided to give them another chance. A few weeks ago we called them and agreed on a price for a basic line (no internet) for around 30$. Again..just a basic line, no call waiting etc., just a dial tone. A couple days went by with us picking up the receiver to check for activation but we got nothing. So we called them to make sure, they said it was indeed turned on. My husband understands what working with a phone block is like so he tested all the circuits and found no voltage on any of them. We were just about to have a Frontier repairman come and hopefully resolve the problem when we got a bill for 100$...not the 30$ (35$ with tax) that we were told. We of course called and complained and have done several times now over the last few weeks. Upon the first bill we told them to get fked and we weren't paying for something that doesn't work. Well, they apologized and keep saying to us "the next bill you get will be a "0" amount. We have 4 bills from them now demanding 100$ for something we never had.

Please help with this ridiculous fraudulent company. Thank you for your time.

Cordially, ***.

I never received equipment after numerous times of calling they keep billing and now want me to pay after the equipment was supposedly delivered. I have called multiple times and I keep getting billed since Feb not once hVe I received what I needed. Refuses to work with me says I owe 100 for usage. And 100 for non return equipment

TWIMC;
When we first signed up for Frontier's internet service, the only thing available for our area was satellite service through *** Net. We were promised by contract to get 10 to 12 mb speed (they say it was only 6mb). Frontier has since dropped their satellite service, but have grandfathered us and other customers who originally signed up. Our speed is currently .99 to about 2 mb speed (way below the 10 or even 6 mb). I have spent over 10 hour trying to get them to come out and service the problem. One tech said he tested the system, noticed a problem and would fill out a repair ticket. He said the service person would call within 48 hours. There has been no call. I called back to find out what was going on, only to find out there was no service ticket written, I am finding out that Frontier are sending satellite customers to a Mexico number. It seems they have not only dropped their offer of satellite service, but have also dropped caring or backing up their customer service to their satellite customers.

Our internet service with Frontier we are paying for high speed internet. We have been told we have it as it is the brand of wire. We also have been told we are a high traffic area. We are in the country miles from any town. Now that I am working from home as an essential worker, I am experiencing and have been for a couple weeks "Loss of Connection" It has gotten progressively worse. I have called they have me do an unhook of the wires several times.
They even threatened me with a bill if a tech comes out. My work IT has checked the speed and it is not highspeed as we are paying for and we were sold. My work is dependent on this. I had to end a call because of Loss of Connection. I verified with my employers IT it is not on there end. This tells me it is the internet provider.

Frontier communications did not follow through with the services I signed up for and paid for for over two years. My internet never worked properly and many service calls were postponed or ignored. The technicians, when they did make it to my home never resolved the issues with the service. I feel liked I paid for service that I never had.

Sent via email and in previous DM. Sent this email. RE: overbilling of account #***5

As of April 13, 2020 I have overpaid this account by $447.49 and require reimbursement of this amount.

I have been over billed by Frontier starting in December 2019

I do not have cable, a DVR and do not access these services

In December 2019 I was billed $235.16 instead of 67.33

DVR and cable I did not request or authorize was added to my bill. I overpaid by 167.83

In January 2020 I was billed $167.57 I overpaid by 100.24

In February 202 I was billed $167.57 I overpaid by 100.24

In March 2020 I was billed$146.51 I overpaid by 79.49

In total I have over paid for $447.49

I contacted customer service by phone in February and March and the representatives I spoke with each time said this issue would be resolved.

On April 10 I contacted customer service and was told this would not be resolved because I had a DVR attached to my account. I do not own a DVR and did not authorize this service. The representative told me she could turn of the cable but it might affect my internet. During this call I was on hold for 20 minutes of *** minute call. I was told the issue had gone to claims resolution and had been denied. I was further told that the company had attempted to contact me and left voicemails. This is not the case. No one called. I had no voicemails from Frontier.

On April 13 2020 my internet service was turned off.

On April 13th I spend 3.5 hours on chat with 4-5 different customer service reps to resolve this issue and to restore my service which they then told me had been deactivated due to lack of payment.

I expect to be reimbursed for the full amount of repayment $447.49.

Please contact me via email at *** to confirm that this reimbursement will be made.

Sincerely,

Michael John

We’ve been lied to by Frontier 4 times in the last 3 days. We work from home and need internet in our new house ASAP. On Saturday we were told a tech would be here on Monday. On Monday we were told the first person lied to us and would not be here until Wednesday. Yesterday (Tuesday) we were once again told a tech would be out on Wednesday. Now it’s Wednesday and they’re telling me it will be Saturday. We face possibly losing our jobs because we cannot work from home! This company is a joke and nothing they state is true.

I called Frontier Communications on March 19th to inquire about internet and cable tv services. I requested bundle prices. The salesperson explained that "Frontier bundles with *** TV." He said I would have "Frontier wireless internet and *** TV for the bundled price of 98.99/mo before taxes" for 24 months. I signed up for the Frontier bundle and did not communicate with ***. The Frontier salesman setup the account(s). I received *** equipment a few days later. After Frontier arrived to install the WiFi, I received two separate bills. *** bill for $81.00 and Frontier for $90. I called Frontier customer service and was told "Frontier does not bundle with ***." Frontier explained that after the install fee, the monthly bill for Frontier Internet would be 53.98 before tax.

I called *** customer service to clarify. They confirmed “*** does not bundle with Frontier.”

I called Frontier back to request a supervisor pull the March 19th call and to notify me of the outcome. They did not call me back. Days later I made another call to Frontier customer service-billing dept. and requested another supervisor. I spoke with supervisor Bobbi R. She removed initial fees from my account but could not adjust the monthly cost. She requested to pull the March 19th call.

I called Frontier on April 10th to follow up with Ms. R but was told they could not transfer my call to her. The notes on my account said the call pull was requested. Today is April 22nd and they have not reached out to me with the outcome.