Frontier Communications

Frontier set me up as a business and I am a RESIDENTIAL account! They automatically renew my account as business and they will not allow me to cancel and make it residential. I have been charged 3 times the amount of what I should be paying for the last 3 years! I was told the last time by a representative to call in April and switch to residential. I was just told by frontier rep that I am NOT ALLOWED to terminate my business contract be cause it automatically renewed and I will have to pay over a $1000 to terminate services!!!!! Services that I did not sign up for and have been trying to switch to residential for 3 years!

We moved to a new location in 2019. We initially wanted frontier communications but decided to go with another company. We cancelled the initial installation well before the date. No services were ever installed in our apartment. We received a bill from frontier about a month later stating that we had an upcoming bill. My husband called and told them we never had anything installed. They apologized and told us they would zero it out. We received another bill and my husband chatted with them, told them the same information and again, we were told it would be zeroed out. We have continued to be billed for services we never had installed. Now they are telling us it is going on my husband's credit. Even though we have contacted multiple times and told them we don't have an account or never had the services installed.

I cancelled Frontier service and it was disconnected on March 16th. I was not informed that I would be billed through the end of the billing cycle and would have to pay for a service that I could not use. I was also informed by the representative when I cancelled that I did not owe anything else. I called today after seeing the bill for the entire month of March and was informed that the charges were "valid" and they would not prorate the bill for the amount of time service was connected.

Every time I call there is a 3-4 hour phone call where I am transferred across the country or to a call center out of the country where there is no consistency. There is little help and the only consistent thing from this company is receiving the bill. This company has monopolized the Elko area for far to long as the only provider and as a business they are beyond frustrating.

In the beginning of November 2019, our tv service stopped working. It was very choppy and you were unable to watch tv at all. I called Frontier and told them about the problem. They said it was probably the cable box and they were going to send us a new one. When the box finally came, and we hooked it up, the problem was still there and tv did not work still. We called Frontier back and told them it did not work. They said they would send out a tech to look at it. We could not watch the Macy's Thanksgiving Day parade which is a family tradition because our TV did not work. The tech came out the week after thanksgiving, which was the first week of December. He said that there was an issue in the road wires somewhere and he fixed it. We checked, and it worked. He told us to mail back the extra box they sent us and we had to call about getting a credit for not having tv for November. We sent back the box and called and Frontier told us they would issue a credit for our tv disruption. The December bill came there was a credit for $6.99. I called Frontier back and told them that was unacceptable because our tv didn't work for the entire month of November. The agent did "an investigation" and confirmed everything I was telling him, and apologized for the inconvenience and said that we would receive the month of November in credits on the next bill. He advised us that the account would zero because of this for the next month and we were all set. We were happy and continued on. Then the January bill came. We were not credited anything, and then added a $200 equipment fee for the extra box so the total was $367.41. We called back and re-explained everything, they confirmed they credits were just taking long and they saw that the box was sent back and weren't sure why the $200 was on there, but that everything would be fixed by next bill. Then February's bill came and there were no credits on it, it actually increased to $529.82 because of the month they one agent told us our balance was zero. We called back twice in February, each time getting similar answers from agents. March bill came and it was still $529.82. We called back and they ensured us our credit was on the way. We kept paying our normal $153.79 this whole time because we did owe that much each month for our service. But I was not going to pay them for extra money we did not owe even though the agent told us to do that and then just get a credit later. Then the week of March 23rd, our services were cut off. I spent over 4 hours on the phone with Frontier and was transferred to at least 6 different people. I would not have spent this much time on this, but I am a teacher and our high school just closed and were were working remotely because of the COVID-19. This was the worst timing, nevermind the fact that we have been paying our monthly balance this entire time. Frontier didn't seem to care, and confirmed we were paying our usual balance each month. The agents kept telling me there were no notes on anything because they have a new system. I explained everything to them yet again, and they told me there was no notes from agents, and would not issue any credits. I explained they sent me a box and a tech, so there must be records of that and they should be enough without notes. They said only their notes matter, and they had a new system and there were no notes. Once agent eventually said he fixed it, and sent me to the department to get our services turned back on, once someone answered there, they told me I would have to pay the balance in order to get my services turned back on. I told her we have always paid our monthly balance, but not for the extra stuff that never should have been on our account in the first place. She asked if I needed a payment plan, it was like they were just choosing to not listen/care. I was sent back to customer service to a new agent and back a square one. He eventually got the $200 credit for the equipment that we did return, and said he would submit a ticket for the November credit. We received the April bill and it is $340.77, so he did get the $200 credit off, but not the November credit that were were repeatably ensured on the phone. At this point, all I want to to cut ties with them. I want to get our services from another company who will call back when they say they will, and are fair to their customers. We have never missed a payment, have always been on time, and pay in full. I just want the services to work, and am not going to pay for something we didn't receive. I would like to go to another company, but I am worried they will try and take us to collection or something for the extra money we do not owe them- but they aren't taking off the bill. I have no issues paying what we do owe for April, but not more than that. They say they will call back with a resolution, but never do, a credit will be issued, but never is, and have treated us rudely and unfairly. I have lost count how many times I have called them over this, and how many hours I have spent on the phone. They shouldn't be allowed to operate like this. I have been trying to handle this correctly for 6 months, and am very frustrated with this company.

On 10/31/2019 I moved out of state to a city where Frontier Communications was not available as a service provider. On 11/1/2019 I contacted Frontier customer service to explain my recent move and request an immediate cancellation of the service they were not able to provide in my area. The customer service rep told me my billing statement would be updated and I would not be billed for the remaining billing period from 11/1-11/24. I had her repeat this multiple times on the phone call as I have been misled by Frontier customer service in the past. Additionally, I requested that the rep send me an email confirming this information so that I would have documented proof of what was discussed over the phone. She complied, and the exact words in the 11/1 email were: "This is being sent out to confirm to customer that Frontier bills one month in advance and to please disregard the final statement". I was told my billing statement would be updated accordingly. I never received an updated statement via email/mail and when logging back into my account I saw that there was no change made to my online statement. I contacted Frontier customer service again on 12/5, and was told by the customer service rep that they would look into this and get back to me. He requested that I forward him the original confirmation email from 11/1, which I did. After a few weeks of not hearing back and seeing that I was being charged a late fee on my online account I contacted customer service again on 12/23. At this point I was told to ignore the late fee and they would be filing a dispute and it would take a few weeks for them to review the situation and get back to me. I never heard back. Fast forward a bit and I receive a collections notification. I have since contacted customer service and eventually heard back from their Social Media Account Management team stating they would conduct a "thorough" review of my account and get to the bottom of this. Well, she got back to me but her review was anything but thorough. She essentially recapped what was listed in my online billing statement: "There is $177.48 total chargers for the billing cycle 10/25/2019 to 11/24/2019 that was unpaid. In your billing statement from 11/25/2019 to 12/24/2019 the charges were $18.99 that consists late fee ($9.00) and Broadband Processing Fee ($9.99)" I am at my wits' end with this company. They can't possibly be this incompetent. This seems like they are just intentionally exhausting the consumer in hopes that *** will give up and just pay a bill they were explicitly told on the phone and via email they would not have to pay.. and then tacking on late fees and submitting to collections.

They change my bundle price without notice and during this time of crisis icalled their customer service and they would not give me the same price as before and they even want me to sign.up for a 1 year contract for a very high price. They know very well.that there is no way I could switch carrier qhere all businesses are on lockdown this is harrassment and sabotage. They know very well that most people are workung from home and wifi isnlife right now. I want my old price back

To the office of the president of Frontier Communications:

*** A. ***
***@***.net
Cell:
Customer Account number: 2***

I have been a customer from when the service was ***. I have had an extreme TV grand-fathered package that included ***, *** and other movie channel except for ***. Frontier has cheated me out of my package without letting me know that I was going to lose the service I have had for years. I want my original service reinstated with the *** channels of the $14.99 fee for the *** package to be waved each month. You can eliminate the ***.

On April forth I called to return two old *** cable boxes that were malfunctioning and get a one new cable box sent to me, I only needed one box. The person that was helping me said he could save me some money by doing a bundle, never explaining that I would loss my grandfathered extreme TV package that I have had for years. I lost the *** channels and other movie channels and then gained ***. If I had known I would lose the package I had, I would have not have change anything. The Frontier reprehensive should have told me what was being done. The reprehensive never indicated that it was changing my TV package.

I notice the change on Saturday April 18th. I called on the evening of April 20th and got no straight answer, and then when asked to speak to a supervisor I was placed on hold waited for over 25 mins and no one ever picked up my call to discuss the issue with me. I was frustrated and just reluctantly ordered the *** channels for $14.99 with the intension to call to resolve the issue at later date. Today April 21 I final spoke to a rep. that at least explained the issue but I have to tell you Frontier has cheated me out of my grand-fathered TV package that I have had for years with no one telling me this was going to happen.

I want someone with authority to correct this matter to contact me ASAP.

I have been a loyal customer and this action by Frontier is unacceptable.

Frontier Communications

We have had Frontiers internet service at our current location for 5 years now and they continually throttle down our service even though they claim they don’t. I have documentation of speeds and consistent times where we can ping 5mbps but than they will also throttle us down to the point where we can barely receive 1mbps. When talking with technically support we are told nothing is wrong and that our plan and location only allows for 1mbps yet their plan they promised is up to 6mbps and as said I have proof that those speeds are capable in our area. They also try to claim amount of devices on our internet slow our speeds but yet we can have only one connected with no improvement. Every so often if you complain enough they will bump your speeds up for a day or two or maybe week but than throttle you right back down again. I’m sick of the lack of promises and inability to offer what is promised. And I’m not the only house in the neighborhood with these issues with this company.

When I ordered my internet service the representative Austin ID # ***, agreed to waive the installation fee and $10.00 router fee. When I received my first bill the $10.00 router fee was not waived. I called twice speaking to two representatives and one supervisor. On my first call April 17, 2020 a supervisor was supposed to call back but did not. Today I spoke with Latosha, a supervisor, who also said the fee could not be waived but would attempt to "pull the call" to confirm what I was told. I advised her I would not pay the $10.00 charge as it was invalid. There is a new Federal law effective 12/20/19 Public Law No: 116-94 which prohibits this exact item. It prohibits this deceptive practice and Frontier has said it will comply on June 21, 2020 (the end of the "grace" period. In the meantime Frontier feels it can continue to lie and deceive it's customers.

I was sold a residential phone service that included free calls to Mexico. After I began placing calls to Mexico my bill was charging me for each call to Mexico. After multiple incorrect invoices, I was able to get through to customer service and was assured that my calls to Mexico were indeed supposed to be no charge. After one failed correction attempt, I was able to get some help from Tiffany on Feb 18, 2020 [Ticket #***]. There should be alot of detail from that phone call in that ticket CAP number. A credit then appeared for $449.68. However there still is a remaining balance of the account of $234.91 that is incorrect and needs to be rectified. My service was disconnected on Jan 21, 2020 even after I called to explain that the bills were incorrect! My only charge should be for basic monthly service from Dec 9, 2019 - Jan 8, 2020 [Approx $56] and for basic service from Jan 8, 20 - Jan 21, 20. I am being charged incorrectly for Frontier Com Online & LD inc. charges and the taxes associated with that. This has been a nightmare from the beginning just wanting to subscribe for basic residential phone service, included multiple calls to resolved these issues and an install date fiasco as well.

I cancelled my services before the billing cycle started. I spent countless hours on chats and calls to complete this. I was assured that I was done and would be receiving no charges. They continued to bill me and will not send me anything in writing stating it is an error.

Poor service for telephone land line and internet. Caused lost of service for over one month and forced me to cancel service and find a new provider. Frontier offered no discount for lost service and refused to cancel immediately. Charged for aditional month. When service was ported over Frontier added additional charges. When contacting customer service numerous times, service personnel switch you from long periods of hold to a new support representative which becomes a test of how long you will explain your case over and over with no resolution. I have multiple tape recordings left on my answering machine of Frontier service technicain before and after finding bad connections on line.

Frontier charged me $3.15 cents a minute to call the netherlands instead
Of the $0.41 cents they said they were going to charge me if I would go over my 500 minute plan and now they say there is nothing I really can do

Frontier promised a MUCH lower billing amount. I have 4 accounts as I own a 4 unit property that I am required to provide internet at. I have now spoken with several employees who are unable to help me. This is spiraling the wrong direction. I would like my bill to reflect the amount that I was promised. That's all I'm asking Frontier to accomplish.

The Telephone wire was cut to my dad's condo over the summer by workers. When he returned to his condo in November, we attempted to keep my dad's phone number moved to *** to have phone service. We tired again when familt visited in December. We tried again when family visited in January, again in February. Each time were told that the phone was not in "Provider Freeze" and the number could be ported over. Each time, phone line was not able to Port over to new service. Frontier never offered any suggestions, their technitions came out to condo and could not do anything as the line was cut. In March we canceled the phone number that my dad has had for over 30 years. Such frustrating poor service. I have never received service so poorly in my life. To change a phone over is not that hard! I would NEVER reccommed anyone use Frontier Communications service, ever! I rated a 1 only as the techs did send information to my email, they were plesant. However, this company is very below anyones standards of care. It is sad to have a company hijack your phone line for no reason. I hope someone else is spared this tragedy! It is a shame to treat people this way, especially the elderly.

I had called Frontier ti set up service but then cancelled before it was set up. I have talked with Frontier multiple times over the phone to make sure that I would not get charged for service I never received. I was told over and over again that I do not exist in their system therefore I will not get charged. Never had an account number, never had an account. So far they have charged me for the set up service (which I never got set up) and now they are sending me to collections for another bill for service I have never had. I filed fraud against them with my bank.

I have tried several times to resolve an issue I am having w/Frontier over a phone bill. Back in January I cancelled by phone service which was a bundle package, January 18th I believe.

Approx a week later, I noticed I still had phone service, I called Frontier and was told that my service would be cancelled the next billing cycle. With that being said, I assumed my service was paid until the next billing cycle.

To my surprise, after being a loyal customer for over 20 years, I received a phone bill for $484.00. When I called I was bluntly told that my service was cancelled and that since I no longer was on a bundle plan I had to pay for long distance. Well, if I would have been told that initially, I would have never used my landline again which in fact I thought was paid up until the next billing cycle.

This is totally wrong for Frontier to allow a service that was cancelled, then tell the customer it would be cancelled the next billing cycle leading them to believe their service was paid up then allow charges without their knowledge. I can not tell you how disappointed I am in Frontier that I will now be seeking out other service else where. To conduct business in that way, and now especially during times like this is got to be the most absolutely poorest way of service.

The money is really not the issue here, its the way Frontier conducted themselves allowing a service that was CANCELLED!!!!! I agree the phone calls were made from my phone I take total responsibility for that and even suggested that Frontier absorb half the cost but I was told in no certain term, Frontier could not help me out period. Sad, very poor customer service and what is even sadder, is the fact that you as a business assume NO responsibility to your customers. Well, I want NO part of a business or even give my business to a company that conducts themselves such as yourself.

Shame on you Frontier for treating your customers the way you do - how you sleep at night is beyond me and I myself want no part of a business that conducts themselves in that manner.

I was looking to reduce my monthly bill as much as possible and am being charged $6.99 per month for router rental/maintenance. Decided that buying my own would be best options, would pay for itself in a year or so. Found out, before I purchased one, that they charge the $6.99 whether you use their router or not. I think this should be illegal to charge for a service someone isn't using. I have had numerous billing issues with Frontier and charges that I have removed (long distance I didn't want) continue to be on my bill each month. Terrible company!

We have had Frontier internet service for several years now and the past few years have been terrible. Our internet is constantly going out. We call tech service, same procedures of rebooting router, setting up account and promised that our internet will work properly. Properly to me is not losing internet daily. That is not an exaggeration either. Sometimes multiple times a day. If we had another internet provider in our area then I would switch. Terrible internet and terrible customer service. The only reason I am leaving a one star is because it will not let me leave zero.