Frontier Communications Reviews (4127)
View Photos
Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
Phone: |
Show more...
|
Web: |
|
Add contact information for Frontier Communications
Add new contacts
ADVERTISEMENT
I was for no reason disconnected from service on 3/16/2020 the day my son had to start home schooling for COVID and I started working from home. I spent all day waiting for my service to be turned back on and had to call back as the first agent didn't turn my service back on at 10am as he said he would. The reason for disconnect was never made clear. There was no overdue billing as I have auto-pay. When my service was reconnected my speed had been cut by 1/3 from 9Mpbs to 3Mpbs with no explanation. I spent all day (2hours 50 mins) being transferred to 7 different customer service reps just to get my speed put up to 2/3 of my previous speed now at 6Mbps. I am told over and over 6Mbps is the max I can get at my location even though an onsite technician had me setup running 9Mpbs for 2 years. Today I received a bill for $93.00, $30,00 of it is a re-connection fee ! the remainder is for Broadband Max. Frontier has told me I am not able to get any service better than 6Mbps. When I look for service in my area both of my adjacent neighbors are listed as able to get Frontier internet Max speed 6Mpbs @ $24.99, Frontier Preferred up to 25Mbps @ $27.99, and Frontier Premium up to @ 45Mbps $34.99. My address comes back as already a customer please contact us. When I call I am told I can only get Broadband Max unlimited speed @ $39.99. They continue to sell me an over priced service I can not use and refuse to only bill me for the service I am receiving. I have asked for a service upgrade for over 8 years and they have refused to dicuss any option for upgrading service in this area.
Thank you for referring the complaint
of Mr. *** to our office for review. We appreciate Mr. bringing
this matter to our attention.The Complaint states that: Mr. advises he has a billing dispute with Frontier.Frontier has reviewed the above
statements and offers the following response:Frontier spoke with Mr. and
Frontier advises we issued a credit of $32.10 to credit the reconnect fee
billed in error.Frontier and Mr. discussed
the current new customer offers in the area and advised his service is billing
at the correct price for the service we show available in the area.We trust that this information will
assist you in closing this complaint. We apologize for any inconvenience
that Mr. *** has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is all I am going to get from Frontier. The service is subpar and over prices that will not change regardless of what I, the Revdex.com or anyone attempts to change.
Regards
To whom it may concern,
Contacted Frontier via chat on a week ago inquiring about increasing internet speed. Before making it final, I asked if I would be able to revert back to my original plan speeds and the chat operator said yes.
I then contacted Frontier via phone on April 7 to revert my plan back to the lower speed starting on May. The customer service associate said that would not be possible because the previous rate was grandfathered in. I informed her that this was not explained to me when the original change was made.
After escalating the call, I spoke with a supervisor that afternoon who said she was unable to do anything and honor the original rate and that the only change in speed that was available was a downgrade to 50 mbps.
My prior speed: 200/200 mbps.
Current speeds: 500/500 mbps.
In my opinion, the company is taking advantage of their customers and scamming them out of their hard-earned money during the coronavirus crisis by refusing to reinstate prior billing plans and complicating the resolution process.
My account had a promotional credit that was set to expire in May 2021. My bills were approximately $56 per month.
Thank you for referring the
complaint of *** to our office for review. We appreciate *** bringing this matter to
our attention.The Complaint states that:Mr.
*** states that he ordered a upgrade on his speed for his internet
however is was only going to be a temporary upgrade he asked if he could
downgrade back and keep his previous rate and was advised that he could.Mr.
*** states he is now being told that his previous speed was
grandfathered.Frontier has investigated the above
statements and offers the following response:Frontier advises that we are
no longer offering the speed of 200/200 however since this order was placed
less than 30 days we can have the grandfather added back to the account with the
same pervious rate.Frontier called and advised
Mr. that a order was placed effective April 30,2020 to add the 200/200
back to the account at the 39.99 rate plus router charge taxes and fees.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that *** experienced as a result of the above
matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Hello sir/ma'am. I've have been a customer of Frontier Communications for several months. I have Frontiers' Fios internet service. I pay $44.68 every month for it. So last month I paid my bill for March. Frontier now charges me an extra $30.00 for a return check charge. They say the reason for the charge is, I had insufficient funds in my account when I paid the bill. Frontier says the payment never went through. They threaten to turn off my service if I don't pay the extra fee. I paid my March bill using their app. I called my bank "***" and they say they see no record of a charge of any kind ever being made to my account by Frontier after reviewing my account. I check myself and also see no such charge ever being made. *** says, if there truly was a charge made to my account when I had insufficient funds, it would be noted on my account in their records. Even now, on my account in the Frontier app, it says $0.00 is due for my bills. So either Frontier is lying or their having technicals issues with their system and blaming it on the customer. I would also like to note, this wouldn't be the very first time Frontier has ever tried to pull something like this. A while back, I used to have my account on autopay. One month, I found out the charged me $44.68 twice in one month for the same service and didn't tell me. When I called them regarding the issue they claimed it was a mistake made by the system. If I had never checked my bank statement and called Frontier, they would have treated as if it never happened. And I never would have gotten my money back for the overcharge. Afterwards I turned off auto pay on my Frontier account because I felt I couldn't trust Frontier's billing. I will go ahead and pay what they ask only because I really need my internet services. I can't afford to have it turned off because I rely on it for work.
The Complaint states that:Mr. is
disputing a return check fee assessed on his Frontier account. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that after review of Mr.’s account, as a courtesy, we have issued a credit for the return check fee that was assessed to his account. Frontier advises that we spoke to Mr. on April 10, 2020 to advise of the above.
Revdex.com:
Frontier Communications has agreed to remove $30.00 from may internet bill in May. I requested for some type of confirmation number or document stating that this promise would be kept as proof that the promise was made. Frontier Communications stated they can't give any document or confirmation number regarding this promise. So all I have is their word. With all that being said, I wont know if they truly will do as they say until May 1, 2020. So until then, I consider this case unresolved until May 1, 2020. I'm not sure why Frontier can't just give a refund my $30.00, for that is truly the outcome I requested. Either way is okay with me, just as long as Frontier doesn't expect me to say the case is resolved before I see the actual results.
My complaint involves two separate companies that bundle their service bills together. I cancelled my *** Network service in June of 2019. At the time of cancellation, the current bill was paid in full, equipment was sent back to them at their request and service was terminated at the time I disconnected the equipment in my home. I continued to receive *** service bills with my Frontier bill. I only paid the current Frontier service bills every month as I still used the Frontier Internet service they provided at my request.
I contacted *** and Frontier numerous times with approximately 10 hours of time speaking to representatives and on hold with both companies. I received many different explanations and was told by two *** representatives that I did not owe *** any money and in fact had a credit from ***. No one at *** could correct the billing error on their part so no resolution was made.
Frontier advised me that *** sends a bill to Frontier to which Frontier then pays *** and then Frontier bills the customer for the bundled bills to include my *** service and Frontier Internet service. When I explained the wrongful billing on the part of *** for months of service that was terminated but they continued to bill for service no longer obtained, Frontier stated that they could not work with *** to resolve the over billing.
Recently I received a bill from a collection company demanding payment. I refuse to pay for something I do not owe. I cancelled *** well before a new billing cycle and made every attempt to make the seperation from service as easy and clean as possible. *** requested their equipment returned. *** sent a box to my home to package the equipment and ship. The equipment was neatly packaged and sent back to them via UPS before the deadline they set for the return. *** alleges they have no notes or record of the cancellation in June, no record of sending me the equipment return box and no record of my equipment being sent back to them.
Please help.
See Attached
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
*** I thank Ms. Amara with Frontier for her response.
I will try to keep this reply short and on point.
If we go with the cancellation on 08/16/2019 from *** Network, than no further charges should then be applied for *** service from date of cancellation. July of 2019 bill was paid in the amount of $185.84 consistent with charges for both *** and Frontier. The bills for August and September of 2019 included both *** and Frontier charges. The billing cycle starts on the 15th or 16th of each month and payment of that bill pays for the next 30 days of service. The July bill covered service up to when service was terminated. I halted payments for *** charges for August and September. I was told on the phone that the bill would be corrected and a new bill would be sent out. I paid $63.97 in September for the current frontier charges. I did pay the November 2019 Frontier bill of $74.99 after speaking with a Frontier representative but that amount carried a late fee of $9.00, an overnight on my part. I held any further monthly payments to Frontier Communications until the incorrect *** charges were resolved. All attempts to resolve this issue were unsuccessful.
I dispute the *** charges for August ($120.90) and September ($120.90) of 2019.
The equipment was returned two days after I received the return box, there is no way said box took almost a month to get to it's destination.
During the conversation with a Frontier representative on January 07, 2020, after no resolution made and they could not supply relevant information, I cancelled my Frontier account. The representative was able to provide the balance owed on my Frontier account only. The Frontier account balance was quoted to be $169.77.
I am more than willing to pay the $169.77 owed to Frontier for Frontier services rendered.
I will not pay any part of the $241.80 charges from *** Network for service after said service was cancelled.
Thank you
See Attached
In December Frontier shut off our living room cable box and took it off our account (even though we still have it and pay for it and never requested it to be removed). We called and told them the issue and they added the box back to our account and claimed they took it off because it was an old box and we needed to replace all our boxes and pay a higher fee for them. We told them no thanks, we would keep the box we have and everything seemed to be okay. But then in January 2020 we got a un returned equipment fee for this box that was removed and added back to our account (all by Frontier, unsolicited by us). We still have this box, it should have never been removed, and doesn't need to be returned (as we pay for it). I called to get the fee removed and I was told it was approved and would process. I have called 5 times since and been told the same thing and the fee is still on our account. The last person I talked to said this request was processed in October, which is correct.. a different one was processed in October because this issue has happened several times months in a row since August 2019 when our promotional pricing ended. He said a claim for the January issue was never processed (even though all 5 employees prior to him told me it was approved and it would show on my next bill... its been four months and still hasn't shown!) He said he would escalated it his manager a month ago and the charge is still there. I have been calling to resolve this issue since Jan 6, 2020 and I have called 6 times total and online messages twice. I want to cancel services, but I know if I have a $100 charge on the account that they do not resolve it will get sent to collections. (This is just one of many issues I have dealt with since August. The remaining were resolved but the amount of phone calls and hours I have sent on the phone with the terrible company is insane.)
April 14, 2020Case 14270870 Thank you for referring the complaint of Ms.
Kailey *** to our office for review. We appreciate your bringing this matter
to our attention. According to the complaint: Ms. states Frontier has billed an Unreturned Equipment Charge (UEC) in error. Ms. states the matter has been escalated but the charge remains. Frontier has investigated the above statement
and offers the following response:An adjustment in the amount of $108.50 was applied to the account on April 7, 2020 to offset the UEC applied in December 2019. Adjustments that total $27.00 have been applied to offset the late fees. The current balance is $185.22 with a due date of April 20, 2020. Our expectation is that all Frontier customers experience the highest level of service. Frontier will ensure the issue is addressed internally and will take advantage of every coaching opportunity; which will improve our customer service going forward.We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations
I have been with frontier since they bought out verizon in my small town .. and they are the only company you can get out in my area and they know this. so for over 10 years I have been paying the same amount . I pay auto payments and they never send me anything in the mail which I never signed up for that.. my bill was always under 80 a month which I paid exactly 80 a month .. anyways Its been horrible with this company since day one.. My phone is nothing but static when I call and receive calls and they have been out numours times and nothing my internet is so slow only one person can be on it and I have to have it I have a kid in school.. well anyways like I said my bill has always been under 80 well I get online in january come to find out they are raising my rate to over 100 a month without telling me .. I called they said yes a 20% increase and that was it I askied why I got hung up on .. ive emailed .. done the chat thing everything .. nothing .. I sent in a complaints to the FCC also this is uncalled for .. these services should never be this high.. you can get a cell phone with unlimiten for 50 a mo.. I cant because I live in the stix and from what I was told I was grandfathered into the price . it was like 29.99 for phone and same for internet plus tax so it was like 78.62 a month.. and now this .. this is so not rite. and they will not listen or fix and I never seen this before. how can they do this..
Thank you for referring the
complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms. states that
her bill increased 20 %.Ms. also states
she was advised that her pricing was grandfathered. Frontier has investigated the above statements
and offers the following response:A Frontier
Representative spoke to Ms. on April 9, 2020.Frontier advised Ms.
*** that her package was grandfathered but her pricing was not.Frontier also advised
that the promotion she was on for a specific period of time.Frontier changed Ms.
*** to receive paper billing as she advised she had not seen a bill and just
always paid the same amount each month.Frontier also provided
Ms. billing copies showing how the pricing increased gradually and
notifications were on the statement of the changes.Frontier issued 6
months of late fee credits as a courtesy.Frontier values Ms.
*** as a customer and provided direct contact information if she has any
further concerns.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of
the above matter.
Service never worked. We had multiple service technicians out to solve the issue but couldn’t resolve. After many attempts, frontier told us that they would refund our final bill. They put that last month to collections and conveniently lost all notes of any service calls...
Thank you for referring the complaint of *** to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that this account had a recurring past due balance since the September 2018 bill.Effective November 9, 2018 the account was suspended for non-payment.On November 16, 2018 Mr. contacted our Customer Service to make a payment and restore the service. Payment in the amount of $164.94 was received on November 16, 2018. The service was restored.Effective January 8, 2019 the Billing Telephone Number 310/457-6111 was ported out to another provider. Mr.’s Frontier account is closed at this time. Payment in the amount of $222.84 was received on May 31, 2019. On June 5, 2019 this payment was debited from the Frontier account and sent back to the customer. Our records indicate that this payment may have been disputed by the customer. The account balance is $222.84. The charges are sustained. On April 17th and 21st, 2020 I left messages for Mr. and provided my contact number.We apologize for the inconvenience this matter may have caused. We trust this information will assist you in closing this complaint.
Sincerely,
Stacey M.
Customer Relations Specialist
I had scheduled service to be set up in my apartment by frontier communications for a particular day. Before service could be set up, I had to make a deposit or a payment of some kind, which I did. The day that service was to be set up, I took a day off from work and no one showed up. I called to find out what happened and they told me that the installation was cancelled because the deposit or payment that I previously mentioned was never made. I told them that I did in fact make that payment and shortly after they confirmed that the payment was made. I asked why I never received a phone call notifying me of the cancellation and I was told that attempts were made to call me but at a phone number that was 100% different from my actual phone number. I've had the same phone number for 10+ years now and so messing up my phone number at all, let alone to the extent that it was, would be like misspelling my own name, so it was obvious that frontier made some sort of mistake. The person on the phone then said that she would add a $25 credit to my account for my first bill to make up for the error. When it was time to pay my first bill, I called to apply the credit and was told that it couldn't be applied for one reason or another but that I could apply it to the next bill. When it was time to pay the next bill, I called again and this time I was told that the initial reason for the credit being added was not a valid reason and that the credit was made in error and that there would be no credit applied to my account. I asked to be transferred to someone at a higher level who could resolve the issue and was told that it wouldn't be possible regardless of who I spoke to.
Thank you for referring the
complaint of Mr. *** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr. advises he has a billing dispute with
Frontier.Frontier has investigated the
above statements and offers the following response:Frontier advises we spoke with Mr. on April 9, 2020 and
advised we have issued a customer courtesy credit of $25.00 for his missed
appointment that Frontier caused. Frontier apologized for Mr.’s experience with his
Frontier account not being installed when promised originally.We trust that this information
will assist you in closing this complaint. We apologize for any inconvenience that Mr. *** has
experienced as a result of the above matter.
I purchased internet service on 3/11/20, and it was turned on 3/12/20. The salesman stated the internet could turn on before the scheduled installation on 3/16/20. Since we were returning customers we already owned a router and wiring. The internet did turn on and our router was compatible. An installer stopped by 3/16/20, and we stayed the internet was already turned on. The installer walked upstairs to see if our router was compatible for the internet speeds we purchased. He stopped from afar and said “You’re good, I don’t need to do anything”. My husband asked if we would be charged for a visit, which the installer answered “no”. I received my first bill with a charge for installment and for a new router. My husband and I spoke with customer care for over an hour to remove the charges. We were put on hold multiple times and after speaking to a manager, they still would not remove the charges. We ended up canceling service, and the manager stated we would still be charged. We would also have to pay an extra $100.00 for the router we never received if we did not return the router. The only router we have is the one we own from previous service years ago. We originally had *** FIOS before they were bought by Frontier.
Thank you for referring the complaint of
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr. advises that he is disputing charges for the
installation of his Frontier internet service and for a router.Mr. advises that he did not receive a new router from
Frontier but was informed that he would owe an additional $100.00 fee for
unreturned equipment.Frontier has investigated the above
statements and offers the following response:Frontier advises that although Mr.
*** was able to install the router that he had from when he was previously
a Frontier customer, he was informed that a technician would be coming out and
quoted all charges associated with dispatching a technician.Frontier advises that Mr. was
quoted a monthly rate of $49.99, which includes $39.99 for the internet service
itself and $10.00 for the wireless router service charge. The router service fee applies whether the
customer uses their own router or a new router provided by Frontier. Frontier advises that since Mr. Thompson
was not provided with a new router, he will not be responsible for any
unreturned equipment fees. Frontier will follow to ensure he is not erroneously billed
an unreturned equipment charge on the next statement.Frontier spoke with Mr. on
April 13, 2020 and advised him of the above information. He has direct contact information for
Frontier.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of the
above matter.
On February 4, 2020 I called Frontier to order two extenders for our home and upgrade the internet speed to 500ps. I was told they would mail the extenders and someone would be coming out to our home to take care of the internet speed. We would be charged $75 charge for someone to come out plus $169 for the extenders. After more than a couple of weeks I called back letting them know I still had not received extenders and no one had yet come to our home. I was told they would take care of it and I should have the extenders in the coming week. My next call was again a week or two later....still no extenders or service call. I also ordered the *** channel and then once again was told I should be receiving them. My 5th call was a day or two later to let them know I was trying to watch the *** channel and it was "Not a viewable channel". They informed me that the networks were in price negotiations and *** was NOT a channel we could have. Call # 6 was when I got my bill and showed a charge for Extenders, Service Call, & *** network even though it we couldn't get it due to negotiations between the network. I was on the phone for an 1 1/2 hrs being shuffled from person to person to be told they couldn't give us a credit for services they delivered. I argued that zero of the things billed for we got. Another order was sent out and as of today, April 7, 2020 and my 7th call today, once again we would hear something in a week and I was actually hung up on and forced to call back only to repeat the damn story . Not sure who is running Frontier but there is a serious disconnect with customer service and the company to viewers.
We have been charged $252.98 and can still not get what we were charged for. At this point, we want our money back for the extenders, service charge(no one ever came out and we still don't have faster internet), and we were forced to get the *** channel on our computer and have never used it once on our television. I think 7 phone calls is more than enough grace, patience, and jumping through hoops to buy something but then never received what was promised.
The Complaint states that:Mr. is
disputing charges on his Frontier bill. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that we have confirmed that on February 7, 2020, when Mr.’s services were upgraded, we did not need to send a tech. Frontier advises that Mr. did not receive Mesh Extenders from Frontier. Frontier advises that we have issued a credit t to Mr.’s account for both a tech visit as well as for 3 Mesh Extenders. Frontier advises that we spoke to Mr. on April 10, 2020 to advise of the above.
I called frontier to complain about the continual price increase of my internet bill. After that date I no longer had internet service. Tried many time to resolve issue, tried to schedule service calls and to work with customer service. I believe I reached out to frontier a total of 21 times.
I was not able to resolve the service issue and ended up canceling my service with them. I have been a customer since 1993. Frontier has turned me over for collections. I have tried to settle this dispute. Frontier will no longer speak with me . I have opened 2 disputes with the collection service. I am told that frontier will be reporting me to the credit bureau by April 30 2020
Frontier CommunicationsThank you for referring the
complaint of ***
*** to our office for review. We appreciate her
bringing this matter to our attention.The Complaint states that:***
*** states she called Frontier to address the continual price increase
of her internet and after that date she no longer had internet service. ***
*** states she called Frontier several times to try to address the
issue with no resolution. ***
*** ended up cancelling service due to no resolution and states Frontier
turned her account over to a outside collection agency even though she has
been trying to settle the dispute. ***
*** feels she does not owe Frontier because no service was provided to
her. Frontier has investigated the above
statements and offers the following response:Frontier spoke to *** on April 9, 2020 and April 21, 2020 and informed her that after review of information from tech support, trouble tickets, and internet portal credit was applied for no internet usage. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that *** may have experienced as a result of
the above matter.Frontier Specialist: Kelly
E*** Department: Executive
Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I wish to file complaint against frontier communication for false advertisement and for selling false services that was not delivered and adding extra ad dons that was not ordered. I have called them but naturally they were still trying to sell me more services. and in view of the false sales and bad customer services I called and cancelled my account right away but they refused to send me the return box until the end of the month and are sending me a bill for services that was not provided for $181.76. I received a call form their Customer service and I provided the confirmation number of *** and asked them to listen to the call and confirm if the charges they are asking me to pay if its the same that I was sold. they never got back to me but keep sending me threatening letters.
Thank you for referring the complaint of
Mr. to our office for review. We appreciate Mr. bringing
this matter to our attention.The Complaint states that:Mr. advises he has a billing discrepancy with Frontier.Mr. advises he request the price honored and a credit issued. Frontier has investigated the above
statements and offers the following response:Frontier advises the appropriate credits were applied to the account and correct balance is $47.99.Frontier advises we spoke with Mr. April 8, 2020 to advise of the above information.We trust that this
information will assist you in closing this complaint. We apologize for any inconvenience that Mr. Barry
has experienced as a result of the above matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
we pay for service under an agreement for frontier communications 100/100 and never get even close to that internet
Thank you for referring the complaint of
Mr. *** to our office for
review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr. states that he does not receive
the internet speed he is paying for.Frontier has investigated the above
statements and offers the following response:Frontier advises that internet service speeds
are based upon many factors: including network congestion, customer
location, customer equipment, and WiFi network interference. Customer speeds may vary over time. Frontier advises that a technician was
dispatched to Mr.’s location on November 18, 2019 and November
21, 2019, at Mr.’s request the technician did not enter the home.Frontier spoke with Mr. on April 13,
2020, and advised of the above. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr. has experienced as a result
of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
the company has lied about service outages that letter is no where stated on the no contract I have with this company we pay tons of money for 100/100 service if they think it is acceptable to obtain speeds less than half for months on end acceptable than we need to file a class action law suit I have been asking for a reduction of payment for the months I have all the text messages on my phone about how they keep telling me outages so that is ok for a business to lie about service
Regards
Frontier CommunicationsThank you for referring the complaint of Mr.
*** to
our office for review. We appreciate Mr. bringing this matter to our
attention.The Complaint states that:Mr. states that he does not receive the internet speed he is
paying for.Frontier has investigated the above
statements and offers the following response:Frontier
advises that internet service speeds are based upon many factors: including
network congestion, customer location, customer equipment, and WiFi network
interference. Customer speeds may vary
over time. Frontier
advises that a technician was dispatched to Mr.’s location on November
18, 2019 and November 21, 2019, at Mr.’s request the technician did not
enter the home.Frontier
spoke with Mr. on April 17, 2020 and he advised he is getting the speed
he is paying for hard wired to his router.Frontier
spoke with Mr. on April 17, 2020 and advised of the above. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr.
*** has
experienced as a result of the above matter.
I cancelled my service on May 23, 2019 and just noticed Frontier charged my bank for another month of service on June 16, 2019. I called and they said this was because the billing cycle started on May 22, 2019, one day before I called and canceled service. Frontier therefore billed me for almost one and a half months of service beyond my cancelation date of May 23, 2019. ($161.76 was deducted on June 16, 2019)
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. and Mrs., advises they were billed for a full month of service after disconnection.Frontier has investigated the above statements and offers the following response:
On bill cycle date May 22, 2019 shows previous balance $161.76, payment received May 15, 2019 $161.76cr, balance forward $0.00, new charges $161.76.
On June 16, 2019 a payment of $161.76 was received, this is for statement date May 22, 2019.
Records show service order 41487989 completed June 21, 2019, the request was received on May 23, 2019.
Records show on bill date June 22, 2019 shows previous balance $161.76, payment received $161.76, balance forward $0.00, New Charges $66.92cr, Total amount due $66.92cr. A refund check sent to Mr. and Mrs..
Account research failed to locate any disconnection inquiries or requests prior to May 23, 2019.
Records show The *** bill cycles on the 22nd of each month.
Frontier advises in 2017 our Terms and Conditions were update ending partial month credits on customer-initiated disconnections. Frontier advises the customers were notified via direct mailers, bill inserts and bill messages. As outlined in our Terms and conditions By using or paying for your Frontier services, you are agreeing to the terms and conditions.
Frontier advises at this time all warranted credits have been applied, at this time no further credits are forthcoming.
We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Prior to May 2019, most likely in fall of 2018, I contacted Frontier to find out the earliest date I could terminate my service with Frontier. We had upgraded our service previously which incurred a two-year contract with Frontier. I was informed by Frontier that I could cancel the service only after May 21, 2018 without penalty. I was prompted to cancel my service due to needing access to *** while wintering in Florida, I was not unhappy with Frontier or their service. I contacted Frontier on May 23 and cancelled my service with them. On May 23, 2019, I had *** service started at my home and Comcast was able to install cable TV within that week. I paid *** and Comcast for the new service during the month of June 2019 which can be proven by my bank statement and the *** bill which I will provide you a copy. I did not realize until completing my taxes, that Frontier had charged me the full monthly amount on June 17, 2019 for a service I no longer used and had disconnected (following their instructions) on May 23, 2019. Obviously, if they had explained when I called on May 23, 2019 or the previous fall of 2018, that I would be billed for the month ending in June 2019, I would have waited to install the competitors service. I feel that since they did not inform me of the end date of my service, I am due the amount they deducted from my account in June 2019 less the amount which *** services credited us for disconnecting with their service. I believe Frontier purposely mislead me to thinking my service charges would end on May 23, 2019 and this practice of theirs is misleading and they purposely benefit from their practice of charging for a full month if you use their services even one day into the billing. I disconnected their service and utilized a different service so I was not in receipt of their services for the time period concerned in this complaint.
I believe their practice of billing for services that are not received is fraudulent. I further feel that their note in their contract wherein making it impossible for any customer to litigate against them is not fair and is entrapment for their customers. .
Frontier charged me $161.76 on June 16, 2019 for services May 22 - June 21, 2019 of Frontier Communications and for ***. *** refunded the amount of unused services which is the normal mode of operation of legit companies, this is shown on the copy of the bill date of June 22, 2019, however, Frontier deducted $9.99 from the amount *** credited us ($76.91) so our credit amount from *** was $66.92 instead of the full amount *** intended of $76.91. Perhaps Frontier is also cheating *** customers this way. The deducted $161.76 minus the $66.92 amount credited leaves the amended amount of $94.84 owed to me for charges made by Frontier for services not used.
Since I was following instruction given me by Frontier as when best to terminate my contract, they should bare the month of unused services, not me. I believe Frontier owes me a refund of $94,84. I see where their Revdex.com rating is very low (F) and there are over 5,000 complaints lodged against them. Too bad that they continue bad billing practices rather than refund when services were not utilized as did their partner, ***. We had used Frontier for many years and silly for them to treat their customers this way when they leave, that they lose forever a possible future customer, all for less than $100 profit.
I believe the FCC should be apprised of their actions of charging for services not received and also for the disclaimer in their contract which says they may not be sued. I have contacted them so hopefully they do not continue these practices.
Regards
April 15, 2020
RE Case: ***
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. and Mrs., advises they were billed for a full month of service after disconnection.
Frontier has investigated the above statements and offers the following response:
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
Since last April, Frontier increased my bill from $104.65 to $112.55 to $165 with no increase in services. On 2/14/20, "David" of Frontier agreed to reduce the inflated $165 to $128 inclusive of all taxes and surcharges, confirmation #***. However, as of 4/1/20, a representative of Frontier listened to that conversation with David and confirmed he had indeed said that, Frontier choses to renege. Frontier had the audacity to "apologize" for its refusal to honor David's promise and instead intends to bill me $128 PLUS an additional $20 (approximately) for taxes, surcharges. This company has an F rating. Frontier's unfair business practices results in a multitude of dissatisfied customers.
Nature of
Complaint:Since last April, Frontier increased my bill from $104.65
to $112.55 to $165 with no increase in services. On 2/14/20, "David"
of Frontier agreed to reduce the inflated $165 to $128 inclusive of all taxes
and surcharges, confirmation #***. However, as of 4/1/20, a representative
of Frontier listened to that conversation with David and confirmed he had
indeed said that, Frontier chooses to renege. Frontier had the audacity to
"apologize" for its refusal to honor David’s promise and instead
intends to bill me $128 PLUS an additional $20 (approximately) for taxes,
surcharges. This company has an F rating. Frontiers unfair business practices
results in a multitude of dissatisfied customers.Requested
Resolution:Billing Adjustment I demand that Frontier HONOR its
promise to bill me $128 inclusive of all fees and taxes as the representative
said "we will have to do" if it could verify the conversation by
David. Frontier did listen to that conversation and confirmed my recollection
was accurate.Ms. established service on February 16, 2017.She currently bills $113/Digital Voice100/100 Custom
Essentials Triple Play, $11/HD Receiver ($124) plus taxes and surcharges
monthly. She previously billed $95/Digital Voice100/100 Custom Essentials
Triple Play, $11/HD Receiver plus taxes and surcharges monthly. Ms. spoke with a member of our Customer Escalations team
on April 4, 2020 and was advised that per the call, the agent quoted $127.99
after taxes and fees, however, that price is not available. The agent adjusted her account based on the
amount she was overcharged per the quote for two months. The credit of $32.31
posted to her account on 4/4/2020. She was advised that moving forward her monthly charges
will be $124.00 before taxes and the agent apologized for the misinformation
she received from the previous customer service agent. Ms. was advised
that we can't get her bill any lower than what she is currently paying for the
services she has. Going forward, her billing would be at around the $140.00
each month. Unfortunately, we don’t have any offers that we make her
bill the $127.99 after taxes and fees for the duration of the year.The current balance is $132.66. No other credits are warranted.Frontier apologizes for any inconvenience the matter
mentioned above has caused. We trust
that this information will assist the Commission in closing this
complaint.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint.
When I spoke to the Frontier representative on or about 4/1/20, I reiterated the conversation by David and provided the confirmation number guaranteeing my bill would be $128 INCLUSIVE. After considerable argument, the representative stated that Frontier would LISTEN to the conversation between David and myself and if indeed it was confirmed that David had made the promise, "we will have no alternative but to HONOR it." Therefore, it is unacceptable based on David's promise coupled with Frontier's acknowledgment to adjust my bill to $128 after confirming said conversation, to now renege on it. Insult to injury indeed, is Frontier's attitude.
Frontier's blatant dishonesty in advertising and billing practices should not be tolerated. I live in a 55+ community; there is widespread discrepancy of its billing practices in my community.
Frontier has already increased by bill substantially in one year without providing any additional services.
I demand that Frontier honor confirmation #*** in the inclusive amount of $128. Otherwise, its confirmations are fraudulent. Frontier must adapt better business practices.
Regards
Nature of Complaint:Since last April,
Frontier increased my bill from $104.65 to $112.55 to $165 with no increase in
services. On 2/14/20, "David" of Frontier agreed to reduce the
inflated $165 to $128 inclusive of all taxes and surcharges, confirmation
#***. However, as of 4/1/20, a representative of Frontier listened to that
conversation with David and confirmed he had indeed said that, Frontier chooses
to renege. Frontier had the audacity to "apologize" for its refusal
to honor David’s promise and instead intends to bill me $128 PLUS an additional
$20 (approximately) for taxes, surcharges. This company has an F rating.
Frontiers unfair business practices results in a multitude of dissatisfied
customers.Requested Resolution:Billing
Adjustment I demand that Frontier HONOR its promise to bill me $128 inclusive
of all fees and taxes as the representative said "we will have to do"
if it could verify the conversation by David. Frontier did listen to that
conversation and confirmed my recollection was accurate.Ms. established
service on February 16, 2017.She currently
bills $113/Digital Voice100/100 Custom Essentials Triple Play, $11/HD Receiver
($124) plus taxes and surcharges monthly. She previously billed $95/Digital
Voice100/100 Custom Essentials Triple Play, $11/HD Receiver plus taxes and
surcharges monthly. Ms. spoke
with a member of our Customer Escalations team on April 4, 2020 and was advised
that per the call, the agent quoted $127.99 after taxes and fees, however, that
price is not available. The agent adjusted
her account based on the amount she was overcharged per the quote for two
months. The credit of $32.31 posted to her account on 4/4/2020. She was advised
that moving forward her monthly charges will be $124.00 before taxes and the
agent apologized for the misinformation she received from the previous customer
service agent. Ms. was advised that we can't get her bill any lower than
what she is currently paying for the services she has. Going forward, her
billing would be at around the $140.00 each month. Unfortunately, we
don’t have any offers that we make her bill the $127.99 after taxes and fees for
the duration of the year. The current
balance is $132.66. No other credits are
warranted.Rebuttal: When I spoke to
the Frontier representative on or about 4/1/20, I reiterated the conversation
by David and provided the confirmation number guaranteeing my bill would be
$128 INCLUSIVE. After considerable argument, the representative stated that
Frontier would LISTEN to the conversation between David and myself and if
indeed it was confirmed that David had made the promise, "we will have no
alternative but to HONOR it." Therefore, it is unacceptable based on
Davids promise coupled with Frontiers acknowledgment to adjust my bill to $128
after confirming said conversation, to now renege on it. Insult to injury
indeed, is Frontiers attitude. I demand
that Frontier honor confirmation #*** in the inclusive amount of $128.
Otherwise, its confirmations are fraudulent. Frontier must adapt better
business practices.After further
review and consideration, Frontier will adjust Ms.’s account in the amount
of $20 monthly for the next 12 months. $20
is the most that we can adjust. She does
not need to call, the credit will be submitted manually starting May 2020.She currently
bills $113/Digital Voice100/100 Custom Essentials Triple Play, $11/HD Receiver
($124) plus taxes and surcharges monthly. She will see a separate $20 bill credit each
month for the next 12 months.This is Frontier’s final disposition on the matter
mentioned above. Frontier apologizes for
any inconvenience the matter mentioned above has caused. We trust that this information will assist
the Commission in closing this complaint.
Frontier is the only ISP in the rural area (Sullivan County, PA). They have consistently poor service. The internet service; which is needed for myself and my spouse as we are both home based, is frequently out of service. I have called several times and the customer service is terrible. The speed and quality of the service was absolutely misrepresented to us when we signed up for the service. The customer service rep that signed us up told us we would have high speed internet and when the technician did the installation; told us that the speed offered was laughable due to our location.
Thank you for referring the
complaint of *** to our office for
review. We appreciate *** bringing this matter to our attention.The Complaint states that:Ms.
*** states that her internet service is not what she pays for and
would like credit or a discount.Frontier has investigated the above
statements and offers the following response:Frontier advises that a
service technician made a visit today and advised that based the speed test Ms.
*** is getting the best speed that Frontier can offer to this area.Frontier has reviewed the
trouble tickets and we have issued credit for time out of service in the amount
of 69.98.Frontier spoke with Ms.,
*** and offered a lower speed to reduce the cost however at this time Ms.
*** would like to stay with her current plan.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that *** experienced as a result of the above
matter.Complaint Number: *** ustomer
Name: *** Thank you for referring the
complaint of *** to our office for
review. We appreciate *** Gething
bringing this matter to our attention.The Complaint states that:Ms.
*** states that her internet service is not what she pays for and
would like credit or a discount.Frontier has investigated the above
statements and offers the following response:Frontier advises that a
service technician made a visit today and advised that based the speed test Ms.
*** is getting the best speed that Frontier can offer to this area.Frontier has reviewed the
trouble tickets and we have issued credit for time out of service in the amount
of 69.98.Frontier spoke with Ms.,
*** and offered a lower speed to reduce the cost however at this time Ms.
*** would like to stay with her current plan.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that *** experienced as a result of the above
matter.
Sales Associate claimed I would not be charged a installation fee of 75.00. because I had been a customer for 12 years. However, they still charged me for the installation fee. They claimed they had to investigate the matter, but no one called me back I actually had to call them. They actually told me it was approved and that I would get a credit one day and the next day they said they had denied the claim. I’ve been with the company 12 years why would I just lie to them. This company is the most unprofessional company around nobody knows what they are talking about and if you talk to three different associates you will get three different answers.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The
Complaint states that: Mr. states he was advised that the tech installation charges would be waived.Frontier has investigated the above statements and offers the following
response:Frontier investigated Mr.’s concerns and determined that the customer was billed in error for the technician fee. Frontier advises that credit has been issued for the charges of $75. Please allow 1-2 bill cycles for the credit to reflect on the customer’s bill statement.Frontier representative was unsuccessful in reaching the customer however left voicemail advising of the credit. We trust that this information
will assist you in closing this complaint. We apologize for any inconvenience that Mr.
has experienced as a result of the above matter.Frontier Specialist:
Tocoma K. Department:
General Manager
I cancelled service with frontier after consistently receiving less than 1 mbps internet speed when speed advertised as sign up was 6 mbps. I am now being charged a $9.99 "Residential Broadband Processing Fee" or cancelation fee. They will not waive this fee depsite not being able to deliver anywhere near close to advertised speeds. I am refusing to pay and would like refund. I asked to lodge formal complaint to the company with no response. I am not paying this bill.
Thank you for referring the complaint of
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr. advises that he was billed a broadband processing fee after
having cancelled his Frontier internet service and would like the charge
to be reversed.Frontier has investigated the above
statements and offers the following response:Frontier advises that the broadband
processing fee is charged for all broadband internet disconnects to cover the
cost of processing the disconnection of service at the central office or remote
facility.Frontier advises that although the
broadband processing fee is a valid charge, this fee has been credited as a
courtesy.Frontier spoke with Mr. on
April 6, 2020 and advised him that the credit for the broadband disconnect fee has
been processed. We trust that this information will
assist you in closing this complaint. We regret any inconvenience that Mr. may have
experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
We requested an upgrade to our internet service in January 2018. We were told that "The ONT will have to be changed to support 150/150 at this time the ONT main address in on can only support up to 75/75. We cannot just change speed in records per the type of ONT". This information was false as reported by the tech who visited the hotel and told us "that they had the records wrong since the box could handle up to 500/500". We were finally able to get the upgrade, however instead of simply upgrading our account that already had 75/75 to 150/150, Frontier decided to create a separate account for 150/150 internet while continuing to charge us for 75/75 internet. Our billing office did not catch the error because they had assumed that the new bill was just part of the upgrade and not double paying an account. When we called Frontier to let them know about this, they acknowledged that the 75/75 was not experiencing any traffic, but could not confirm that if we cancelled the account we were protected against losing all internet at the hotel nor would they be compensating us from the error. We are now out $5000 because of Frontier's mistake.
Per ***’s request, the second connection was disconnected.In accordance with Frontier policy, the billing was backdated with credit for 90 days.Frontier re-bundled ***’s remaining services to give him a better package rate.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
We recently paid the bill to enable our services to be restored. We covered the bill and they advised within 30 minutes the services will be back on. After 10 minutes, the services and then another 5 minutes the services were off and an error popped up on the modem. We called multiple times and dealt with rude customer service reps. They said they can squeeze in a technician for Tuesday the 7th. We advised we need the WiFi up as soon as possible because my nephew has school work to do and I also work from home due to my job being shut down. When I advised that to the rep, they advised I can use my mobile service hotspot..which I don’t have. I am worried about my nephew and his school work (he has to study for a few tests) and I can’t use a sick day when we’re already working from home because of this quarantine.
Thank you for referring the complaint of
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr. advises that his Frontier services went out and needs
them to be restored as soon as possible.Mr. advises that he would like credit for the days that his
services were not working.Mr. advises that he is unhappy with the service he receives
when he calls Frontier’s customer service.Frontier has investigated the above
statements and offers the following response:Frontier advises that a technician was
dispatched to Mr.’ home on April 6, 2020 and determined that a problem with the line at the outside junction box is what
caused the service outage. The
technician was able to restore the customer’s services on that same date. Frontier advises that a credit has been
issued for the three days that Mr. was out of service.Frontier spoke with Mr. on April
6, 2020, confirmed that his services are currently working, and advised him of
the credit issued to his account.Frontier apologizes to Mr. for
his customer service experience. Frontier is working on opportunities to alleviate customer frustration
related to customer support, and any incidents involving specific customer
service agents will be handled internally. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of the
above matter.