Frontier Communications

I initially suffered service interruption. I contacted technical support and was advised that the issue was possibly hardware related, but if the issue was wifi related, to the wifi supported router, that I would be billed as they could not guarantee wifi related service, only hardwired, from their equipment. The router is a router provided and installed by Frontier. To avoid this possible issue a new router was mailed from the company. The technical support staff was adamant that although their equipment featured and is used daily for wifi services and abilities they do not guarantee such service for their equipment.

The new router failed to correct the problem and I re-contacted technical support. Technical support recommended I upgrade to faster service, which would guarantee I was given new equipment. I explained that I had been with the company for over 10 years as a customer with the same internet speed and had no issue until the current equipment problem. I was again encouraged to upgrade my service package to get new equipment.

I was forwarded to sales when I agreed to discuss the issue if this would resolve my current problem as my children needed home internet service to work for the at-home school being conducted online due to COVID-19. While discussing the upgrade with the customer service representative I was given my upgrade price.

At this point I specifically inquired about a promotion on their website for the same service, applicable to my zip code per their website, of $39.99 for 500/500 FIOS internet. The representative informed me that the plan I advised her of did not exist, and that it may not be available for my area. I further explained that I entered my zip code on the website, for the package I was looking for, and that it was in fact on display at www.frontier.com. The representative proceeded to tell me that not all promotions on the website, or plans, are always accurate or available. I advised the employee that this appeared to be form of false advertising. I was advised it was not, and that sometimes offers listed on the site were simply no longer available or not currently active. I explained that this was an apparent bait and switch in order to get customers to call for a great price and then not offering that price.

The employee then advised promotions currently active were for new customers only and that I would not and could not qualify for those. Understanding the policy I re-iterated my issue that they denied the packages existed or were available. I continued with the service upgrade needed in order to get a technician to my home to upgrade my service so that it was available for the schooling needed for my children. I explicitly asked if I would be billed as normal at the end of the month since I was upgrading before the end of the billing period, or if that bill would be rolled into the following months bill due to the upgrade. I was advised I would not be billed at the beginning of April 2020 as normal, and that it would be rolled into the following months payment. I was advised by the representative that a note would be created on my account about the issues and concerns and to contact the Loyalty Team after service was re-established and a credit would be applied to my account for the interrupted service.

At the beginning of April I was billed for my normal service, contrary to what I was advised I would be. I contacted the Loyalty Team and was advised the only note on the account was that I was calling about a discount for services. No mention of a refund for interrupted service. The Loyalty Team representative advised he did believe in fact that they were offering a new $39.99 plan for new customers and that the promotion did exist. Ultimately I was credited for the week of interrupted service.

My Revdex.com complaint specifically relates to the issue of false advertisement of programs and or the bait and switch tactics customer service representatives decide to used based on the time of the call, and the aggressive tactics of pushing consumers onto a higher tiered plan of service to fix outages of service rather than quickly fixing current equipment issues. On top of this I was billed $84.99 for the technician to install equipment needed for the upgrade.

I have been trying.......for two months to get wifi setup at my new residence.....I signed a lease for Feb 1, 2020 and went to get wifi as Frontier was the only company with wifi "speeds" fast enough (hardly) to support my home's internet usage. I tried to make an order online for wifi but it wouldn't work. After many failed attempts with the phone lines, I spoke in a chat about it, asked them to remove the fee for a tech to come (as I didn't think it was necessary and it's more expensive than I want to pay), they said there was nothing they could do to do so. Consequently, I proceeded with an order through the chat for wifi and scheduled an appointment for 4/3/2020 afternoon to have a "Tech" come out to see if anything needed to be setup for the residence......nobody came!! I called on 4/3, and after being spoken over and sent around to several people, no one knew why that happened and said they would just send a router to the house and give $25 credit to next month's bill (but I would have to call with a case number for the following 2 months for $25 credit to make up for the total $75 fee...)..... I also asked them to send a verification email as I've also been unable to access my Frontier account since the moment I made it. They said "it will come, just wait a moment.." ..I kept mentioning it hadn't come and they said "it will come eventually." and then they hung up....No router arrived at my residence and no email arrived in my inbox.........I just tried to call them again 4/16/2020 and spoke with someone who couldn't find any information, tried to get ahold of tech support for me, and after waiting for 10 minutes, someone answered....but I could barely hear them, voice breaking up and very quiet (my volume was all the way up, I kept trying to turn it up more)....eventually there was no sound and no response for 5 minutes.....at which point I had to hang up. I can't even cope with trying to call them again because of the stress this has caused. I've been trying to move into this residence and am currently thankful to have another right now, with functioning wifi, but am going to be required to leave this place on 4/29/2020 and still don't have wifi. I am blessed enough to even have a job right now but am working from home....which I need wifi to do.

On 04/03/2020, I made a phone call to Frontier Communications due to slow and interrupted internet service. The first person I spoke to was Henry. Henry tried to troubleshoot our issue and ended up causing our internet to not work at all. He said we had a modem issue and he would be sending out a replacement modem. He then disconnected the call. I called back immediately and spoke to Rebecca. Rebecca fixed our no internet access caused by Henry and then agreed that she would ship out a new modem, especially because Henry did not put an order in to replace our current modem. She informed me that she would be shipping me a D22E modem and this would help our issues with slow internet since it is a new modem. On 04/14/2020, we still has not received the promised modem. On this day, I called and spoke to Miguel T. He stated that he could not find where a replacement modem was ordered and he would set up a modem replacement. He then transferred the call to Chelsey, manager in the retention department. She promised that she would send out the replacement modem with overnight shipping and that we would receive it in 24 hours. On 04/16/2020, we still have not received the modem, all while still having slow internet and my son not being able to do his required homework for e-learning for school. I called Frontier and spoke to Lynell w with customer service who then transferred me to Guadalupe, supervisor in technical support. She informed me that it would take 5 more days to receive the modem, but she would try to escalate is to the highest department to get the modem to us quicker since we started this process on 04/03/2020 and it is now 04/16/2020. She then was able to get it to receiving it in 4 days. Then final decision was that the modem will be shipped and will get delivered in 2 days. Today is Thursday, so this will not be delivered until Monday. We have been customers of Frontier since 2004.

I have had several terrible experiences with customer service including the retention dept. Any issue I have ever had that required a call has resulted in much time or talking to several people. What I am told by one agent becomes invalid and not able to be found or when my bill arrives, it says something different than what I am told. For the last 6 months or so I've finally been able to just receive a correct bill and pay it without having to call Frontier about something. Now that my promotional pricing is about to expire at the end of the month, I called (something I was told to do in previous disputes since I was overcharged and had huge difficulties getting re-imbursed) before my promo pricing expired to see if I could get it extended or see what other deals were available. The young lady I spoke to on 4/4/2020 told me she found a better deal than what I was paying but couldn't apply it to my account earlier than 20 days before my promo pricing expired (on the 30th). She said she would make a note in the system for and that I would have no problem calling back mid-month to get it applied to my account because it was a save rate/loyalty rate, not a promotional pricing so the price would always be there. My experience should have screamed red flag. Fast forward to today (4/16/2020) when I call back for that promise and I'm told by the account manager, Christine, and Scott, her supervisor that they can't find the price and there's nothing they can do and that my pricing hasn't even expired yet so maybe call back. I expect an ethical and good company to uphold deals and things that their representatives say. However, it seems like Frontier, from the very beginning, doesn't care if they lie to customers, treat them like they don't matter, waste their time, and give them the run around. I cannot believe the lack of integrity and lack of credibility at this company. I'm at a loss on how to know when or if I will ever be able to accept a representatives' words. I've even tried to have them email it to me. I am unable to see the notes they make in the system. And apparently it doesn't even mean anything actionable other than a way to record keep. There needs to be a way to hold this company and their employees accountable.

I was charged $75.00 on my last bill for a technician fee. I was told that there would be no cost for a tech. to come out, because I told John in the Frontier customer service chat that I did not need a technician to come out (I have my own modem and router).

I have a screen shot saved from my conversation with John saying that I will not be charged for the $75.00.

I've spent at least three hours on the phone with Frontier, and have offered to send a copy of the screen shot to them, but they refuse. They claim they've spoken with John, and that they don't feel he conveyed to me that I wouldn't be charged.

Called in to have internet service upgraded to a higher speed. Was notified of the charges and totals, then was stated by representative that tech (GEE691) fees will be waived and removed, if the charges do come through, the charges would be dropped during billing. Called back to billing department and spoke to (***), where employee claims false information was provided and service fees are charged and will not be dropped. The representative claims no means to override the decision and no means to correct the fees, even after the stipulation that fees were waived for tech fees.

Cancelled service on Dec 23 2019, both phone and internet. Had two phone lines and both were cancelled with internet. Called and again cancelled confirmation # 69424024. Still getting billed.

Reason for Contacting Revdex.com
I need Revdex.com help in erasing my false charges on my phone bill.
I called and requested my phone/ internet service to be shut off for the 6 months I was going on vacation. They suggested vacation mode and I agreed. Then a month later they billed me, raised my fees, never put me in vacation mode, and said they have to review the phone call recording to prove I requested vacation mode. After 4 months of calls (all documented below) and broken promises, they left a

message saying the phone call never discussed vacation mode. Ive been a loyal customer of theirs since 2007 and paid all bills on time.
Below is documentation from Oct 2019 - April 2020
I called and asked to stop services while I was away for 6 months. They suggested ‘Vacation hold’. I agreed and they transferred me to their Retention Dept
Confirmation # *** - Oct 26.
Call #1
Hold to begin on Oct 28 2019
16 Dec - Call #2
I asked why I was still being charged and not on vacation mode. They said it

was due to processing issue - record update - error processing.
Dec 22th - Call #3
I called and they said the Retention fixed issue #S-*** Charles (agent).
I have another note -unsure when. Tech said they would put in the vacation order & it would take 7-10 business days Kenneth (agent)
Retention #S 72125761 Vacation order #*** Jan 3, 2020 Call #4
Still no results.
Kinsey (agent) - call dropped - didn’t call back

Wilson - supervisor putting in adjustment fee to back office to approve and review account. (Review means listen to the recorded message to prove I asked for vacation mode).
Vacation order # *** Call #5
1 billing cycle - call back on 10th.
Call #6 Jan 17, 2020.
Brian - Supervisor *** escalated - will call with resolution today or tomorrow t the latest 17 or 18th
Call #7 Jan 20, 2020
Today agent says escalation will take up to 2 weeks.
Allison (agent) #***. Will call today or tomorrow

Call #8 Jan 22, 2020
Missed call from escalation - left no solution
Call #9 Jan 23, 2020
Missed call from escalation - msg no evidence of vacation mode. Said they were closing the case.
Call #10 Feb 3 - I called to reopen case - ask for number to call in escalation dept. Waited on hold 1/2 hr. Hung up
Call #11
Feb 4 - reopen case - ask for number to call in escalation dept
Rick Case#: S-*** reopen Supervisor Rashon will call in 1 hr.
4pm No call

Call #13
April 2
Brenda Frontier Exec Offices. xt *** I called 3:30 and left msg.
I called and left message, “do not reinstate my
account. I am still out of state.”
Call #14
April 14 phone service was on when I got home
Called to turn it off again and remove any billing
Tiffany (agent)
Confirmation #*** is shown on vacation hold.
I asked if I am being billed for the phone & internet that is on now. She said no.

Since my mother has dementia, I have been taking care of this bill, her name is ***,, her service was disconnected on 2/4/2020 at our request, we were told service would be turned off on 2/4/2020, but we received a bill dated 4/3/2020, almost 2 months later, I called and was told the date of disconnect was changed from 2/4 to 2/24, not by us , but by frontier, even when I had a confirmation number. . I am disputing this bill cause why was the date changed by frontier and then turn around and charge my mother for services she did not have, she didn't even have the landline phone after 2/3/2020. She should of only been charged for services from 1/31/2020 to 2/4/2020, not for the 3 weeks after that. This is the information I made notes of when I spoke to Lisa on 2/3/2020 and was given the confirmation number and the disconnection date. Therefore, I am not paying the full amount of this bill, especially after Frontier changed the date of disconnection date

this is now the 2nd time frontier has not honored a price they quoted me and then on top of it overbilled me. the most recent occasion happened on a phone call on 1/30/2020. I was quoted a price of $148 a month vs the current $182 I am being billed now. because it was in the middle of a billing cycle, they gave me a one time credit to bring that months bill down to $141. however, the very next month it jumped back up to the original price with which taxes and fees is $211. last week I had them pull the call from January and they called me back on 4/9 and admitted that I was in fact quoted $148 but that they could not give me that price. the best that they could do was credit my acct the difference for 3 months. not only would I like the $148 honored, they still have yet to give me the credit for the 3 months and talking to them this morning all they said was they would have to investigate as to why it hasn't been credited yet. they have promised me credits and lower prices before, appx 3 years ago and then never gave them to me. Can you please help me.

In October 2019 I called to discontinue internet service to a home (RV) I sold, and was transferring service to a friends account with my friend on the phone with me and the representative. I was assured it was taken care of and that I could hang up, and my friend and the rep would "take if from here". I was continued to be billed after that call for the service and while I was attempting to correct the problem over several months (which included implications of lying and fabricated stories), as well as insufficient record keeping on their part, and not following through with my bill adjustment, they turned my account over to a collection agency and reported it to the credit bureau.

I started internet service with Frontier on March 24th. I paid an installation fee of 86 dollars and some change to have a technician come out to my home and hook up services. They came out on the 24th and hooked up service, it only worked for about 30 minutes after he left my home. I called the frontier customer service line to have it fixed,they told me it would be a week before the y could send a technician to my home to fix the issue. On the 30th of March a technician came to my home and replaced a box on the outside of my home,and told me the issue was resolved. I had internet service for two more days, and when it quit working again, I again contacted Frontier with the issue.This time they also told me it would be several days again before they could have someone out to fix the issue. I work for ***, and I work from home,and due to what is going on with COVID-19 I do not have the option to go into the office. I told them this and that still did not change how fast they could send someone to connect my services. I then contacted another internet provider that could come and hook up services before the date they were supposed to come fix my current service. They were not supposed to be back until the 7th of April to fix services. I called to disconnect my services on April 2nd,at which time I requested a refund for services since I had only had services for 2 1/2 days. I was told they would not be refunding me anything that I had to pay for the entire month that they do not prorate their days. I called back a few days later as I was still frustrated with thsi outcome,because at this point I'd spent almost 200 dollars to have internet services for a little over two days. They then told me they were not going to be charging me the bill at all, that I would only lose the deposit I made before they came out. They guy gave me his employee ID number V-***, and I hung up,and was satisfied. Until the next morning when I seen they had still charged me the entire 130 dollars for the monthly bill to my bank accoutn. I called and they said they would not be refunding it. They could give me back my installation fee and that is it, that they could not refund me for the services because they do not prorate the last bill. This was my first bill ever,and I only had service for 2 days and they still want to charge me more then what they typically charge for a month of services. I spoke with a supervisor even to try and get the issue resolved, her name was Chelsea and ID was ***. She did not seem to care at all, just kept repeating that they do not prorate services and there wasn't anything else she could do.

Beginning in July of 2019, I began experiencing issues logging onto the mobile app to pay my bill. I was enrolled in the suggested paperless billing therefore the mobile app or calling were my only options to pay. The dysfunctional mobile app meant I had to call into pay and incur a 'mandatory convenience fee' of $10.00 for the phone payment. I began disputing these convenience fees with Frontier. They had suggested logging in online or mailing my bill, however, this would require information from my bill that I was not receiving due to paperless billing. September rolls around and at this point I am calling once a week to figure out what the determination was. I also let Frontier know at this time that we were experiencing slow to no internet. The man I talked to this time told me not to keep calling about the disputed charges and that Frontier would contact me regarding the determination. The following week we obtained a mobile hot spot through our phone provider and unplugged the Frontier router and decided to move forward without Frontier. We waited for the promised response about our disputed charges and planned to cut all ties with Frontier. They never called, emailed or sent a letter ever again. I assumed they closed the account and waited for a final bill. No bill came until February of 2020! At this time I received a bill stating that my account had now been closed and we owed for service for October, November, December, January, and also February. Upon calling I was informed that the system has now also charged us for March. I have tried to explain numerous time when calling that we have not had service or even had the box plugged in since October. Further more we moved from this home in January. I was given no way to dispute this and was additionally told that my previous original disputes for the convenience fees have been denied. I am at a loss for what to do. Calling Frontier is about the most exhausting process and usually takes about 30-40 minutes just to get to a person who then tells me that they don't know how to help or who I should talk to.

Sometime around May/June 2018, the FCC mandated that the cost for the internet service I was purchasing from Frontier be reduced by $15 (the FCC tells providers what must be charged for these services). Instead of passing on the $15 reduction, Frontier activated a service on my line (coincidentally, $15) that I did not request and/or authorize. Because my bill did not increase, I did not notice the change in billing terms until Jan 2020. At that point I tried calling to get the service canceled and a refund issued. They did not cancel and continued to charge me until today, April 15, 2020. Customer Service then submitted for $189 credit to be issued to my account but it was denied, claiming I activated the service on June 10, 2018 via email. I have no email from Frontier proving this accusation and no email to them either in my history. Frontier has provided no proof of the activation other than a Melissa activated this on my account on June 5, 2018 on Order # ***. She activated it 5 days before I supposedly activated it from the email that I do not have. I have spent nearly 4 hours today trying to resolve the issue today alone and countless hours in January, February and March as well. Everybody that I spoke to in customer service, Frontier Secure, and at My Service Tech Pro agree that there is no proof that I activated this service and that a refund should be issued, yet they denied the claim.

Our Frontier Communications landline phone and internet were bundled with *** TV . We wanted to drop the *** portion and did so prior to our February 2020 bill being due. This was done thru *** as our bill states to call them for service issues.
When we received our Feb bill it showed an amount due of $103.95 for *** service. We called to see if we could remedy this and after being on hold for several hours and conference calls between *** Network and a Frontier representative named Nasia T we thought we had it taken care of. It was determined by the *** representative that there was no amount owed and in fact they no longer showed that we were *** customers. We asked if we should short pay the bill in the amount of $103.95 and she said no that we would see a credit on our March 7th bill. We were given what she called a remedy ticket number: *** and told that if the charge was still there this number would help resolve the issue. When the March bill arrived the $103.95 was still there. We called Frontier again and referenced the remedy ticket number and were told that we should not have been given that number and it would have no meaning for us that it was for internal use only. We were told that nothing could be done. We then short paid the bill and sent an explanation hoping it would get resolved internally at this point. We now have the April 7th bill and the $103.95 is still being charged with an additional $9 late fee! We feel this is our only option at this point. We are paying the entire bill this month and hope to get a credit.

Already made a complain once about my 500mb speeds which I am still not receiving, it doesn't even run at 250mb which is half and would be somewhat acceptable, it never gets past 150mb. This complaint is about a bill which I decided to end service then restart because of the speeds not being what was advertised. The bill was never 1 credited due to non used services since I disconnected and then I also never recieved a final bill, but was bill under a new account number for the reconnection. So now the bill was sent to collections and is affecting my credit score. This needs to be removed from my score asap, I have tried to resolve this with frontier on my own but then they tried to charge me $10 to make the payment on top of never receiving a statement for it. And I would also like my speeds to be what I am paying for or they can give me a higher speed package at the same price since it clear can go fast but they are choose to throttle my speeds. These speeds are wired and wireless that are not up to par and ran buy their technicians and 3rd party testing options. Absolutely not ok that they can get away with this!

This company has not only charged me with 2 overdue accounts. But they have the audacity to charge us after we were told that both of these accounts would be taken care of.

I have been on the phone with Collections Department, and I am upset that this bill was not taken care of.

Back in September 2018 , we called corporate and they stated that the last bill of 79.23$$ was going to be $0000 out. Please let me know why there is a bill that is due.

I just found out today that there was a 2nd bill we had to pay for $39.00. How would in this world would we have 2 account numbers, for an account that was barely open for 3 months???? .

The entire time we had services from you guys, we received less than mediocre service, and we were so disappointed that this has been hanging over our head. We were promised 5mb and they could not deliver it. Instead we were stuck at 1mb.

I look forward to hearing from you.

Have a great day.

We initially had monthly phone service with Frontier but decided to cancel our service. They didn’t process the cancellation and continued to bill us. I have called customer service 3 times to resolve this. Every time they assure me the service is cancelled. Today I received a bill for $95 stating if I don’t pay they will forward me to collections. I canceled my service over 6 weeks ago. Today they would not escalate my case, provide me with a resolution nor give me any documentation that my account is canceled. I was then forwarded to a Supervisor. After a 10min hold a recording came on saying “the person you’re trying to reach is unavailable please leave a message” followed by “I’m sorry this mailbox is full”. Now I’m forced to pay $95 for services I have never received just so I don’t ruin my credit with their collections process. I’m pretty sure that is illegal. Please advise.

We had service through Frontier Communications after *** sold our landline account to them a number of years ago. We have cancelled service with Frontier on January 23, 2020 and had our number ported to another carrier. The account would have been closed on the day of the number porting per Frontier representative. I have a credit on the account of $75.29 that needs to be refunded. Several calls (3) and a web chat later, I have not received my refund. Per the Frontier website (FAQ page), it can take up to 60 days to receive. That timeframe is up as of 03/23/2020. Each call and web chat as proved unsuccessful as they require a 5 digit passcode to access the account, I am able to sign into my account still and have given them the passcode each and every time, the representatives all say the system says it is invalid and they cannot access the account and as a result they can give me no info. This is not letting me resolve this matter and get my refund that is well past due to be refunded. The complaint is about there lack of customer service and not processing my refund in a timely manner. I request an immediate refund of the credit on the account of $75.29

There tech put in a fraudulent work order saying he installed service. As he did nothing of the sort. The company then started charging me for service. When I called to see why we still haven't got service. They said the account was closed do to unpaid bills. They then sent it to collections. I asked them for months to clear my name and they now just hang up on me. I just don't know what I can do. When they are the people who messed this up and refuse to correct it. No I am fitting to clear my name. And they still will not bring service to my home.