Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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I own a small business. My complaint goes all the way back to November/2019 - when my services kept dropping (because of what I was told to be software issues), which affected my business (I had no phone no internet at times). After having enough, I decided to switch phone services. After cancelling my services in December/2019, I stared receiving enormous bills, with no explanation. After speaking with a Manager, she told me I as being charged for an early disconnection fee. I had never heard this before - as the persons I signed up with was a salesman that walked into my business several months prior - who never mentioned anything about an early termination fee. After explaining this to this Manager, she said she would follow up with the salesman and get back to me. About month later, I started receiving, once again, enormous bills - saying I owed that amount. I tried explaining this to a Customer Service Rep (and this was after multiple conversations via chat), but, I didn't get anywhere.Also, to this date, I'm receiving multiple bills related to three different lines. Frontier even shutoff my services before even speaking to me about it - and here we are, months later, the charges are still piling up, even though I don't have any services. Around February/2020, they even shutoff my internet services, however, I'm still receiving bills related to this account as well.
Frontier has investigated the above statements and offers the following response:
Frontier was able to remove the early termination fees on the *** account.
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.
Sent Revdex.com complaint form the amount still due on of $370.34 were for past due charges. The early termination fee have been waived.
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.
Regarding Account , a check for $370.34 was mailed to Frontier nearly 2 weeks ago. Also, regarding Account , a check for $325.31 was mailed to Frontier on 06/04/2020.As I continue to try and explain, there were three different accounts. The remaining account, which is Account , has an outstanding bill of $837.59 - which is grossly incorrect. This bill still has early termination fees attached with it. As I keep stating - I am not responsible for these early termination fees.This is what's so upsetting - the fact that Frontier still only addresses one bill (the $370.34), rather than all three accounts, and the issues with them.. I did receive a phonecall from someone at Frontier yesterday. I explained to the Representative, in great detail, the level of frustration I've been having.
Regards
If there is a zero star I would choose that instead. Why? Frontier rip off people's money. They promised by pro-rate my bill, but they charged me a regular rate plus a late fee after I moved to my new resident two months. They send me a letter notify that my status is on a verge of debt collection and bad credit. I had to pay $63.99 on 04/04/20 to clear my issue. I am very upset and feel that this Frontier business practice lie and force customer to pay in full.
Frontier told me that they no longer use the pro-rate option but only regular price rate for what you sign up for internet service. That is not what they told me on the telephone during the time I call them and request to cancel my internet service. They closed my account and cut off internet service on 02/12/2020. And bill me full amount plus a late fee on 04/05/2020. It is a rip off way during Covid-19 crisis when every one struggle to make it through.
An incorrect charge in my monthly bill that is not I agreed on the contract. Remove the charge for the router from future monthly bills since I am using my own router and credit me for those three charges already included in my last three bills.
Thank you for bringing Mr.’s concerns to
our office for review. We appreciate him bringing his concerns to our
attention. Mr. states that:Mr. states that he did not agree to router charges on his billing as he is using his own router.Mr. is asking that Frontier remove the router charges from future billing and credit for last 3 months.Frontier
has investigated the above statements and offers the following response:The router charges have been removed from the future billing.A credit of $30.00 towards last 3 months of router charges has been issued, credit will be reflected on next statement.We trust
that this information will assist you in closing this complaint. We
apologize for any inconvenience that Mr. has experienced because of
the above matter.Sincerely,Customer
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
After making payment arrangements with Frontier to settle and/or bring current my telephone/internet bill, my services were interrupted. I made arrangements to make two (2) payments of $92.47 totalling $184.94 prior to March 25, 2020, which I did. I was never told services would or could be interrupted. Nonetheless, my services were interrupted. Since my services were interrupted, I contacted Frontier to inquire why. I was told "the computer automatically" disconnects services. After reminding the representative of my prior arrangements, I ask to be credited for the time I was without services. They agreed and did in fact credit my account approximately $1.98. Therefore, they've conceded they breached the agreement. However, my subsequent bill reflected a charge of 37.99 for reconnection fees. As they agreed to credit my account because of the breach, why then am I being charged for reconnection, when they've conceded they breached said agreement by crediting the account.
Thank you for referring the complaint of Mr.
*** to our office for review. We appreciate your bringing this
matter to our attention. According to the complaint: Mr. states Frontier suspended his account for nonpayment in error and still charged a reconnection fee. Frontier has investigated the above statement
and offers the following response:Mr.’s service was not suspended in error. As a courtesy, an adjustment in the amount of $42.74 has been applied to offset the reconnection fee and associated late fees.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
my job is shut down due to COVID-19 I informed Frontier of this issues all they ask me is when I can pay I been a frontier customer for years it sad this company treat they customer they way they do all they want is money it does not matter if you got other bill to pay but as long as they get what old to them that all that matter I am so disgusted with frontier right now I had to give them 305.00 which I did not have or my services would be cut off I see frontier cares nothing about they customer just they customer money if you fall on hard time oh well that don't matter frontier just want the money this mad rude and very unprofessional. I only have internet and home phone service but it seem like I am paying for cable to how high this bill be my services was not working you think they give me a discount for the time I was out nope but they know how to ask when you going to pay though. Please look into it and see if they are Price Gouging because hell it sure seem that way.
Nature Of
Complaint: My job is shut down due
to COVID-19 I informed Frontier of this issues all they ask me is when I can
pay I been a frontier customer for years it sad this company treat they
customer the way they do all they want is money it does not matter if you got
other bill to pay but as long as they get what old to them that all that matter
I am so disgusted with frontier right now I had to give them 305.00 which I did
not have or my services would be cut off I see frontier cares nothing about the
customer just they customer money if you fall on hard time oh well that don’t
matter frontier just want the money this mad rude and very unprofessional. I
only have internet and home phone service, but it seems like I am paying for
cable to how high this bill be my services was not working you think they give
me a discount for the time I was out nope, but they know how to ask when you
going to pay though. Please investigate it and see if they are Price Gouging
because hell it sure seems that way.Requested
Resolution: I should not have to pay
305.00 dollar for just internet and home phone service something not right I
want my bill to be look over it error somewhere or maybe all price gouging on
the low who knows and I am the only one who caught it and saying something
about it adjust my bill because this make no since at all.Ms. established Frontier service on April 18,
2018.She currently bills $75/FIOS Voice-Internet Double Play,
$10/Frontier Secure, $10/WiFi Router plus taxes and surcharges monthly. She gets $5 off the Frontier Secure component
monthly.Her February 20, 2020 statement billed $152.90/past due
charges plus new charges of $152.90. The
bills were $152.90 due to her being charged $39.99 each month due to the
services being disconnected for nonpay.The account reflects a payment in the amount of $305
being made on April 2, 2020. The payment
is currently pending.As a courtesy, a Frontier agent removed the reconnection
fees for both months. The Total credit is
$105.06. The adjustment request has been
approved and will be posted immediately to the customer account.Frontier apologizes for any inconvenience the matter
mentioned above has caused. We trust
that this information will assist the Revdex.com in closing this
complaint.
On January 31st 2020 @ approx 6:43 pm I called Frontier to have my cable service disconnected.I spent more than an hour on the phone without a response, I called back at least 4 times but kept getting the same automated response. I later tried to have the matter taken care of with online chat but was told it could not be done and that department would not be opened until Monday. On Monday Feb 3rd between 2:30 and 3:00 pm I called again and requested (this time I was able to speak to a rep) that the service be cancelled.
Frontier continue to bill me for the next 2 months for a service that I have not used and that which should have been cancelled. I need the company to adjust my bill to reflect the cancellation dating back to at least Feb 1st.
Thank you for referring the complaint of
Ms.
to our office for review. We appreciate Ms.
bringing this matter to our attention.The Complaint states that:Ms. advises she has a billing discrepancy with Frontier.Ms. advises the TV services billed after the request to cancel them.Frontier has investigated the above
statements and offers the following response:Frontier advises we have researched the account and provided the appropriate credits.Frontier advises we have been unsuccessful in our attempts to reach Ms.. We have provided our direct contact information. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms.
has experienced as a result of the above matter.
I opened an account with Frontier after moving to a new address. At installation I was told that I had 60 days to cancel service if not satisfied. After receiving my first bill, I was charged for a premier package that I did not authorize and charged installation, and various other charges such as pay per view movies at 24.99 each. I called Frontier IMMEDIATELY regarding these charges and was told that someone called in and made these changes which was not me or anyone in my household as nobody was home during the times they stated. I told them I was cancelling and they told me no problem they would zero out the $620 bill. Well to no surprise after reading other people’s comments on Frontiers Facebook page they did not do as they said. Seems to be quite an issue of them overcharging and saying “oh well we’ll send you to collections”. I disputed the collection account with *** which they did find fraudulent and was removed. *** said the consumer disputed my dispute and was not removed and I just submitted the dispute to ***. I need to have this removed from my credit IMMEDIATELY before I have to involve an attorney for the company fraudulently using my social security number to try and overcharge me for something I did not consent.
Frontier
has investigated the above statements and offers the following response:Frontier advises that Mr. established service effective September 24, 2018 through January 03, 2019.Frontier advises that Mr. initially signed up for Vantage TV select and Internet Power the monthly reoccurring rate of $70 before taxes, surcharges and equipment. Frontier verified on September 25, 2018 Mr. requested to upgrade the TV package from Select to Prime. Frontier advises that on October 23, 2018, Mr. request to remove the term from his account. Therefore, he could cancel anytime without penalty however he is still responsible for services rendered. Frontier advises that monthly statements and Reminder Notices were sent to the address on file requesting the due balance. Frontier confirmed on November 15, 2018, Mr. was advised of the equipment charges and new rate of $198.99 before taxes and surcharges. Frontier has one payment on file in the amount of $137.32 applied to Mr.’ account on November 27, 2018. Frontier determined that on December 10, 2018, Mr. set up a payment extension for $267.89 by December 27, 2018Frontier advises that at this time there are no other warranted adjustments for Mr.’s account. Frontier advises that once the balance is satisfied to allow up to 90 days to reflect as paid with credit agencies. 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As attached in the bills (I was only able to attach 3 bills) and photo from a recent chat with Frontier, the ticket that was created on October 15th was when the request for cancellation was processed. The changes, payment arrangements, and other contacts was neither myself nor anyone in my household. The first bill was paid because that was the package I signed up for and the following month the bill was changed to a premium package (not authorized by me). I immediately cancelled after the 2nd bill but was continuing to be billed until the following March in which I had a new provider installed in October. Connecticut’s Attorney General has opened an investigation after receiving over 1,000 complaints about the same issues that I have had since the first month of service. I have provided the information sent to me by Frontier last week for it to be reviewed as they also see discrepancies in the billing and fraudulent changes made to the account. Again, my account was cancelled on October 15th 2018.
Regards
Frontier has investigated the above
statements and offers the following response:Frontier was unsuccessful in
verifying a cancellation request for Mr.’s account effective October
15, 2018. Frontier advise that on
November 26, 2018, *** request to keep active service while account was in dispute. Frontier determined that $137.32
payment posted to Mr.’s on November 27, 2018, which restored
service. Frontier advised that Mr.
*** was billed for service up until January 03, 2019. Frontier’s policy states it
can take up to 90 days from the date of service termination to receive to allow
the account to cycle through its systems. This is to ensure all outstanding
charges or credits are posted to the closed account, thereby providing an
accurate reading of the account.Frontier must respectfully
decline Mr.’s request for account adjustments at this time. We regret any inconvenience that Mr.
*** may have experienced as a result of the above matter.
I cancelled my service on 11/27, ~7 days into my billing cycle and before my monthly account payment was scheduled for auto-payment. I was told that my final bill would be pro-rated or credited so that I would only pay for the 7 days of service received. Frontier pulled the entire amount and did not pro-rate or credit my account. Over the past four months I have had to call Frontier at least 10 times due to getting incorrect information about the refund process and when I would receive my refund. I have, so far, been quoted 3 different refund amounts and 7 different dates of when I would receive this refund. Just today I was quoted 2 different dates by 2 different customer service members (4/8 and 4/15). Customer service will not put anything in writing and every time I am offered to speak to a manager I am placed on hold and then disconnected. At this point we are about to go on nearly 5 months since my cancellation with zero accountability or written confirmation from Frontier of when I will receive my refund for services that they never provided.
Frontier CommunicationsThank you
for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.The
Complaint states that: *** states that I
cancelled my service on 11/27, ~7 days into my billing cycle and before my
monthly account payment was scheduled for auto-payment. I was told that my
final bill would be pro-rated or credited so that I would only pay for the 7
days of service received. Frontier pulled the entire amount and did not
pro-rate or credit my account. Over the past four months I have had to call
Frontier at least 10 times due to getting incorrect information about the
refund process and when I would receive my refund. I have, so far, been quoted
3 different refund amounts and 7 different dates of when I would receive this
refund. Just today I was quoted 2 different dates by 2 different customer
service members (4/8 and 4/15). Customer service will not put anything in
writing and every time I am offered to speak to a manager I am placed on hold
and then disconnected. At this point we are about to go on nearly 5 months
since my cancellation with zero accountability or written confirmation from
Frontier of when I will receive my refund for services that they never provided.Frontier has investigated the above statements and offers
the following response:Frontier advises
that the refund was submitted to be mailed out on 03/25/20.Frontier advise that
the refund is in the amount of $42.09.Frontier advises
that Mr. should received his refund within 14 – 21 days.Frontier has emailed
the above information to *** at his request.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:
Brenda B Department: Consumer Relations
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 am confused, this is the same response that Frontier has sent previously with no changes. Per their response the refund should have arrived by 4/15 which it DID NOT. Frontier is aware of this as I have emailed with them behind the scenes. They should update their response based on the delivery guidance of their own vendor 4/20 - 4/24, which I had to track down personally because they were unwilling to do any additional leg work once they missed their own deadline of 4/15.
Mr. was advised by the Refund Department Customer Service that he should receive it by 4/20 - 4/24.
Customer service is non existent, my bill is vague and always increasing with no explanation.
When attempting to pay my bill this morning, the website is not functioning, I tried using the pay by phone service but can't look up the info I need to pay it that way, this has been an ongoing issue for many months, up until now I haven't had the time to go through the ridiculous phone maze that ends mid way with frontier hanging up on me without resolution.
Thank you for referring the complaint of *** to our
office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:-Mr. states customer service is non-existent.-Mr. states his bill has increased without explanation.-Mr. states he would like a fixed rate for his services. Frontier has investigated the
above statements and offers the following response:-Frontier records
indicate Mr ***’s three-year promotion which was set up on 02/16/2016 expired
on 02/16/2019 which resulted in the rate increase.-Frontier records
indicate when promotion expired on 02/16/2019 Mr.s rate increased
to $189.23 before taxes and surcharges and had remained at this rate up to
his current bill.-Frontier records
indicates that the $189.23 can be set for the next year if Mr.
agrees to a one-year contract which will prevent rate increase within the
year, which will include an upgrade in his phone and internet. 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.
While locked in a two year contract, provider failed to fix tv and internet services for a period of 5 months, from October until February. We were told a new cable had to be replaced from the main post to our residence. During that period, we received no tv services and very spotty internet connections. While this was happening, I attempted in three different occasions to have them adjust the billing so we would not get charged for services not provided. We were told that such a request could only be made when the technical issue was fully resolved. Now that it has been resolved, after 5 long months, I have been asking for reimbursement with no luck. Costumer services representatives are telling us that according to their records, every time technical support was called (at least 5 times) the issue got resolved in a couple of days, which is not true. As this was not getting resolved, many notes were added into the system by both customer service and technicians. Those records were there as every call we made to initiate another repair the representative had no problems seeing them in the system. However, those records have been removed as per yesterday, April 3rd. The customer representatives that we spoke with insist that there are NO records, not a single one with notes of the technical difficulties that existed and were not solved for 5 months. That makes us believe that all of the notes added in the system showing our complains and technical problems have been deleted, showing a problem of intentional tampering or even worse a policy of deleting records that can only benefit to the company.
Now, after many phone class, they are even refusing to talk to us, stating that there is nothing that they can do. The last customer representative we spoke with was blunt enough to tell us that there was no point on filing a claim or escalating the issue, since he has never seen any of those being resolved in favor of the customer.
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.
*** advised her service was down from October until February and Frontier has
not issued credit for time down.Frontier has investigated the above
statements and offers the following response:Frontier
found Ms.’s television service was down from October 8, 2019 thru
February 8, 2020. Frontier has issued applicable credit for time out of service
to Ms.’s account.Frontier
communicated the above with Ms. by email on April 15, 2020.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms.
has experienced as a
result of the above matter.
I have had to call every month with billing issues ever since I did a free upgrade back in Sept 2019 and NOTHING is being corrected or fixed!!! I cannot seem to be able to convince customer service to connect me to a supervisor and then after 30 minutes to 1 hour explaining every billing issue since Sept 2019 they say they will get me to a supervisor and I am disconnected. I call back and get a totally different person. Either that or I'm told they fixed it and I will have a credit the following month's invoice and either the credit wasn't issued or the wrong amount was issued. I even have Once on 12-31-19 I spoke with Leslie (a man in billing) and he gave me a Dispute Case #*** and Confirmation for Credit #*** and told it can take up to 60 days. So I called on March 3rd and told nothing yet. When I called on March 27th they said they couldn't look into it. When I called April 1st and was on the phone with the 1st guy for 37 minutes he kept dancing around my request to check on it and never did! I kept requesting a supervisor and at first he told me I could not speak with one. Then he said he had to know all the issues first before he could get me one. After I gave him all the issues he put me on hold music and when whomever came back to get on the line I was disconnected! That guy was so rude and kept putting me on a soft hold and did tell me he was doing it. He was also in some sort of bull pen because you could hear other customer service people very LOUDLY! I immediately called back (12:28pm) and "Malibu" said all supervisors were in a meeting and she would have one call me back within 1-2 hours. It is now 4-3-20 at 1:15 in the afternoon and no one has called me. I have called every month with billing issues as they are not holding firm or correct to 24 month contract order # NW39047449 from 6-27-19 Each month they tell me they've fixed it and they haven't yet So THAT'S why I need to have TOP MANAGEMENT call me PLEASE... Here in Oregon Frontier is being bought out by Ziply Fiber and are in the process of transitioning everything right now.... I DO NOT want this billing mess transferred to them!!!
Thank you for
referring the complaint of Ms. to our office for review. We appreciate her
bringing this matter to our attention.The Complaint states
that:Ms. states that she has
been billed for equipment that she does not have. Ms. states she has tried
on multiple occasions to work with customer service to get this resolved.
She requested to speak with supervisors and was never provided one to
speak with and no one called her back after multiple promises. Ms. request credit for erroneous billings and for billing to be corrected.Frontier has
investigated the above statements and offers the following response:Frontier records show that Ms.
*** has contacted Frontier customer service several times to resolve
this. Frontier records show Ms. is being over charged for equipment due to an order error when needing to
exchange a set top box due to service issues. Frontier has issued
credit to Ms. for the miss billings and has corrected the billing
moving forward. This information has been
communicated with Ms. Greene. We trust that this
information will assist you in closing this complaint. We apologize for
any inconvenience that Ms. has experienced as a result of the above
matter.
Frontier was my internet provider for over 20 yrs, they internet was down and when I called the to fix it, as use it for work. They guarenteed me a service technician would be out by Sat or Sun Mar 7 or 8, I told them it was necessary as I needed it for work. They told me they would and that the tech would call before he came and that I needed to be home. I stayed home and never recieved a call. I then called another provider *** and they were able to install service immediately. I never heard back from Frontier until they sent me the bill, I told them I would be willing to pay for the internet service they provided Mar 1-6 pro-rated, but I would not be paying the entire bill. They said that was not an option and they were adding an additional $10 for something. I told them I would not pay as they did not provide the service and the lost connections caused issues with patients.
April 8, 2020Revdex.com ID#: ***Thank you for referring the complaint of
*** to our office for review. We appreciate her bringing this matter to our attention.In the complaint Ms. expressed
concern regarding the loss of internet connection and Frontier failing to show
up for a scheduled dispatch on March 7th or March 8th. She is now disputing the bill for the month
of March. Our records indicate trouble (No DSL Sync)
was reported on March 7, 2020 and the trouble ticket was scheduled for March
13, 20012, between 8:00 AM – 12:00 PM. The trouble ticket indicates the customer was out of service. There was a request submitted on the March 7th to expedite the date but there was still no change to the due date. On March 10th, the trouble ticket
because a disconnect order (***) was processed.Our records show the service was
disconnected on March 24, 2020. The
March billing statement generated on March 1, 2020 and covered the billing
period of March 1 – March 31. Ms.e
reported trouble on March 7th, so from this date through the date of
disconnection, there was no service. The
billing included the charges, as Frontier bills through the end of the bill
cycle. There are no longer prorated
charges at the time of disconnect. The
terms of service changed back in 2017, and Ms.’s June 1, 2017 billing
statement included the following notification. “IMPORTANT NOTICE ABOUT YOUR INTERNET AND
VANTAGE VOICE/FiOS DIGITAL VOICE (VoIP) SERVICES:Frontier has updated the Terms of Service
(TOS) that apply to your Frontier High Speed Internet services and if
applicable, your VoIP or Digital Voice services. The updated Frontier TOS are posted at
www.frontier.com/terms/ and enclosed in this bill. By using or paying for your Frontier
services, you are agreeing to the updated TOS. If you wish to remain subject to the previously applicable terms of
service (also posted at www.frontier.com/terms/) you must call
within 30 days of this bill. You may also contact this number if you have
questions regarding the updated Frontier TOS”.Customers were also sent bill inserts
stating, “Frontier bills TV and Internet
services in advance for the following month. Termination of your TV/or Internet services will be effective on the las
da of your Frontier billing cycle. If
you cancel your TV service and/or Internet service after your bill date, the
services will remain available to you through the end of the period for which
you have been billed in advance. No
partial month credits or refunds will be provided for services previously
billed. If you have questions, please
contact Frontier at customer service at ”.The above information provides
notification as to why the billing statement was not prorated. However, due to the inactive service at the
time, we have credited the account $64.71, which cleared the balance on the
account. Ms. was contacted April 8, 2020 and
a message advising the account balance has been cleared was provided on her
answering service. We sincerely apologize for the
inconvenience this matter has caused. Should Ms. wish to discuss this matter further, I can be reached
at EXT ***Thank you,Felicia T.Executive Customer RelationsFRONTIER COMMUNICATIONS
I want to start off apologizing for having to send this complaint with all that is going on with COVID 19 but they left me no choice. When I signed up with an agent mid February I was given a lot of untruth about the service that Frontier provides and how great they are, no buffering on WIFI because you have your own dedicated line that is dedicated to my home and is not shared. On February 29th technician came installed the service with my fiance'. I came home and there was one top box missing, technician left knowing that there was an issue with the internet buffering, told my fiance' to purchase some mesh wifi extender. By night fall TV's were pixelating or freezing and skipping. Called in they reset the TV's. Day 2 same issue so we reset the TV's by Monday 3/2 I had had it and called in sat on phone for over 1.5 hrs while they rebooted system and doing diagnostic over the phone. Also note that when I requested to speak to a manager, the manager working that evening refused to speak with me which in and of itself is beyond unprofessional and confirms they knew the issue was beyond what they could do for us.They then transferred me to customer service so that I could order another top box. While speaking with the agent I was telling them of my issues and concerns the man told me to run because that was all he had done was get the same complaints as I was giving. I still wanted to give them a a fair chance. Same issues getting worse every day, so I called AGAIN went through the same process, I work from home part time and could not be bothered with spotting internet service. On March 6th, I called and spoke with and agent in retention and told them of all of my issues and that I wanted to cancel, I spoke with Jessica and understood and spoke with her supervisor who approved of my receiving a full credit including the installation cost as long as I returned all of all the equipment which was sent back immediately day after receiving the return label in mail, I received a text notifying me of the the equipment being received on 3/13/20 12:18pm. I cancelled in less than a week of service yet I received a bill for 275.00, when I called them they said my request for full credit was denied because I did not have a technician come back out. Not once in the week of service and the 5 calls to them did they even offer that service to us, NOT that I would have retained their business because I had already made 4 calls too many to them about a service that should have been working when the technician left our home on the 29th. Today I called and spoke with Austin and was advised that they would need to submit a request and pull the calls and see where the agent did not offer me to resend a technician out then I might be credited. A bill for $275 for 7 days of service is absolutely ridiculous and very poor or lack of service when they could actually see my numerous calls and concerns. In that week alone we watched Netflix because it was too annoying to try and watch much else. I was told that if I do not pay that it will be sent to collections, I do not want to have anything negatively impact my credit and/or credit history. Also note 3 out of 5 agents that I spoke with actually said RUN...or do not do business with Frontier. I can only imagine how many others customers have gotten taken advantage of this way.
Thank you for referring the complaint of
*** to our office for review. We appreciate her bringing this matter to our attention.In the complaint Ms. expressed
concern regarding installing service on February 29, 2020 and disconnecting it
on March 6, 2020. This was due to the
technician leaving her home, aware of the internet buffering, freezing and skipping. Our records indicate the customer contacted
Frontier multiple times and followed the guidance advised to reboot her system,
troubleshooting with our technicians but to no avail. There were no trouble tickets issued, thus no
offer to re-dispatch a technician to isolate the trouble at the premise. The customer was charged for a full
30-days of service: The Triple Play at
$114.98, Equipment at $22.00 (1 Set Top Box, 1 Whole Home DVR), DVR Service Fee
of $10.00, the WiFi Router service of $10.00 and a $25.00 High Speed Internet
(HSI) Installment Billing. The subtotal
for the service was $181.98. Additionally, the customer was billed prorated charges of $5.23, Fees
totaled $19.98, and taxes were $25.95. This brought the first billing statement total to $233.14.The April statement reflected the previous
balance of $233.14, there was no payment received, and the new charges included
the remaining installation charges of $50.00, a $9.99 Residential Broadband
Processing Fee, a credit of -$.33 for the DVR Service Fee, taxes of $3.18;
which brought the total bill to $62.84, and the account total to $295.98.After reviewing the account memos and
confirming no internet usage for February and March 2020, the account balance
was cleared. The account now reflects a
zero balance. The customer received the first statement
which included 30-day minimum billing and the installment fee of $75.00, which
was broken down into three payments. Therefore, the second statement included the $50.00 charge, along with the
HSI disconnect fee of $9.99. This is
Frontier standard billing but due to the lack of services, these charges have
been adjusted. Frontier attempted to reach Ms.
April 7, 2020 but was unsuccessful. However, a message was left on her voicemail with the above
information. My direct contact
information was also provided.We sincerely apologize for the
inconvenience this matter has caused. Should Ms. wish to discuss this matter further, I can be reached
at the number provided.Thank you,Felicia T.Executive Customer RelationsFRONTIER COMMUNICATIONS
I called to find out about canceling service. I was told that I needed to pay through the end of the month. So I did not disconnect. When I got home I was disconnected. I called to find out why. They said I would not have to pay for the month. Because it was 1 day into the billing cycle. However I have been charged the whole month for 1 day. They would not turn it back on and did not with my request so I feel this is corrupt. I have called Frontier a least 10 times trying to explain this. They are going to send me to collections. I have asked that the phone records be reviewed to prove my case.
Thank you for referring the complaint of Ms. 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 the account was disconnected effective January 27, 2020.Today credit in the amount of $55.00 was issued to zero out the account balance. Please allow 1-2 bill cycles for credit to post. The account was recalled from Collections. Please note it may take up to 60days for credit bureaus to update their records. On April 6, 2020 I spoke with Ms. and relayed the resolution. The customer has my direct contact number should she require further assistance regarding this matter.
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
Continued no phone service, continued billing, no service to correct, no other means of life safety contact in case of emergency
Thank
you for referring the complaint of *** to our office for review. We appreciate your bringing this matter to
our attention.On
April 7, 2020, a Frontier representative spoke to Mrs. and
apologized for the trouble they are experiencing. A trouble ticket is scheduled
for dispatch on April 13,2020. It has
been explained that due to COVID-19 all work will be performed outside of the
customer’s home. The customer has made it known this is an ongoing
issue. We apologize for the
inconvenience this issue has caused. We
will continue to work directly with the customer to deliver quality service. We trust this information will assist you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations
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,
***
4-22-2020
Dear ***, Complaint Handler, ext. *** The Revdex.com Did
you get the response I sent last night? Was the explanation below not an
explanation as to why we were not willing to accept the response we received
from Frontier? I allowed Frontier another chance to fix this and like always it
was better for a day or 2 and then the same issues began occurring once again,
and for that reason I do not accept another attempt by Frontier to rectify
their broken system. Their attempt was another failure as evident from us still
having dropped calls and static on our line.Thank you,*** 4-21-2020Dear ***, Complaint Handler, ext. *** The Revdex.comFrontier did in fact contact us regarding our
complaint expressing that they were wanting to fix the issues we were having.
My wife explained to them that we have been through this with them a countless
number of times over many, many, MANY years. They wanted to send a technician
out to put a temporary band aid on outdated equipment that needs to be
replaced. This is the action they perform every time a technician is sent out.
The tech left a message on our answering machine saying he had been out and
line was working fine. Now here we go again, the band aid is off and on April
19 and April 20 we were back to having dropped calls and static on our phone
line. This problem will continue until Frontier replaces the equipment that
they darn well know is old, out dated, and damaged. For this reason we do not
accept Frontiers response and reject their response.Thank you
See Attached
In february of this year I switched to just internet service. I Ordered the change in January and Frontier said they could not come out until Feb 3rd. Frontier charged me for the entire month $244.56 and told me they would prorate the charge in March. My March billed showed only a credit of $88.81 so that means I paid $155.75 for 3 DAYS of service. When I called to ask about this I was told I would have a credit of $85 for April. My April bill did not have the credit. When I called Frontier to ask about it they said it had been denied because the prorate I was charged was correct. I cannot see how charging me $155.75 for 3 days of service is even remotely correct. No one at Frontier will do anything about it.
Frontier has investigated the above
statements and offers the following response:Mr.’s billing cycle
runs from 3/1/20 to 3/31/20.On this billing statement
Mr.’s billing was updated to his new services because the change order
on 2/3/20 was done after his February billing cycle.Mr. did receive credits
on that billing cycle for his time from 2/4/20 to 2/29/20 totaling -$88.81.Mr.’s normal billing
month for products and services is $198.96 before taxes and fees.Mr.’s bundle is $198.96 per month, divided by 30 days that is
$6.63 per day. Mr. did not have services for 26 days at that rate, 26 x $6.63
= $172.38Mr. received a credit on the account for -$88.81 on the March
billing statement.This leaves a balance of -$83.62 of credit to be issued to Mr..I have issued $83.62 of credit on Mr.’s account, including
taxes and fees the total credit is $96.18. I have called Mr. and left a detailed message of my findings.
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
Frontier locked me into a 2 year contract without my knowledge or consent. I never signed any contract. When the sales representative was selling me the plan on my doorstep he NEVER mentioned it was a 2 year contract either. I would NEVER have switched my cable provider from *** had I known it was a 2 year contract. Now Frontier wants to charge me $240 to cancel my home phone, cable and internet.
Thank you for referring the complaint
of Ms. *** to our office for review. We appreciate Ms. bringing
this matter to our attention.The Complaint states that: Ms. advises she is not in contract and Frontier wants to charge
a $240.00 early termination fee after she cancels her service.Ms. advises she was charged after she terminated Frontier
services.Frontier has reviewed the above
statements and offers the following response:Frontier advises that prior to
termination, Ms. was billed (and thus incurred charges) through the end
of her billing cycle. Ms. was eligible
to continue receiving Frontier services through the end of that billing
cycle. Frontier set a billing follow up to issue
a customer courtesy credit on April 21, 2020.Frontier spoke with Ms. and advised her of the above information
on April 2, 2020.Frontier advised according to our records Ms. is under contract and that her
early termination fee is $145.44.Frontier
issued an order to disconnect service on April 2, 2020.We trust that this information will
assist you in closing this complaint. We apologize for any inconvenience
that Ms. *** has experienced as a result of the above matter.
We pay 76.99 a month for high speed internet, we can only receive 1. mg speed yet for pay for the service FRONTIER is not providing any where near a decent speed. I have called and tried to resolve this issue but they are unwilling to either discount the poor internet speed or make the internet speed any better. We should be able to receive the service we are paying for. We have been loyal customers since 2006.
Frontier CommunicationsThank 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.
*** advises that she has been experiencing intermittent speed and
connectivity issues with her internet service from Frontier and is paying $76.99
a month for internet service and she would like to receive the speed or a reduction
in her monthly bill.Frontier has investigated the above
statements and offers the following response:Frontier advises that
internet service speeds are based upon many factors, including, customer
location, customer equipment, and Wi-Fi network interference. Customers speeds may vary over time.Frontier also advises that
the available speed depends on the distance from Frontier’s closets facilities. ***’s location is over 18,000 feet from
the nearest Frontier facilities. Frontier is providing the fastest internet speed that it can provide at this
location at this time. *** is
provisioned at 1.00M.Frontier advises that the
$76.99 monthly price is for a package for her telephone and internet services
and her bill increased because the promotional price ended on February 25,
2020. Frontier will reduce Ms.’s
monthly bill back to what she was paying previously for the next 12 months.Frontier spoke with Ms.
*** on April 20, 2020 and advised of the above and she is satisfied. Ms. has direct contact information.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.
I have frontier internet, up until February I had the bundle including phone and cable. I canceled the cable and phone, frontier sent boxes and preprinted shipping labels. I packaged the cable boxes up and returned them to *** with the shipping labels attached. The woman scanned the boxes and I left. This was in February. They are now saying that they only received one of the packages. I’ve talked to a guy earlier today who said he found the equipment and would fix the bill by taking off the $180 fee making the bill normal again. About 2 hours later the service was disconnect even though it wasn’t due until the 6th. One guy said I could pay the $260 making it where our service would be restored and then if they found the equipment we would be prorated. This is the day after the governor shut down Florida. Causing me not to be able to work from home because they don’t have their system together.
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. was charged for equipment that has already been returned to Frontier Communications. Frontier
has investigated the above statements and offers the following response:Our records indicate equipment has been returned and credited to the account. April 6, 2020, Frontier contacted Mr. acknowledging his concerns, and when speaking with him, he confirmed this issue has already been resolved. We trust that this information will assist you in closing this
complaint. We apologize for any inconvenience that Mr. has experienced
because of the above matter. Frontier Specialist: Kevin S. Department: GM Specialist
I called Frontier customer support on 4/1 at 4:08PM PT and spoke with a representative about pricing due to lack of visibility on their main websites. The representative informed me that I could upgrade my service from 50/50 internet to 100/100 for $5 less a month, could call in the following day, and upgrade to 1gig/1gig internet for only $10 more a month ($80 a month total), confirming over 15 times that I did not mishear and that the price and speed would be locked in. I had her confirm this many, many times and that the recorded call and ticket would be used as proof of this. She even stated that she went to obtain approval from her supervisor for this situation. I called in the next day and was told it could not be done; that what I had been irrefutably quoted could and would not be honored. I then spoke with the representative's supervisor, who told me the same thing, did not make any attempt to investigate the issue or rectify the situation in any way, and refused point blank to provide me with contact information for any offices higher-up. (Call ticket# provided to me: ***)
Thank
you for referring the complaint of ***
to our office for review. We appreciate him
bringing this matter to our attention.The
Complaint states that:Mr.
states that he called in and was advised he could double his FiOS internet
speed from 50/50 to 100/100 and reduce his bill by $5.00 per month.Mr.
states that he was advised he could call in to the office the next day and
upgrade to 1G/1G for approximately $10.00 more, or about $80.00 per month.Mr.
upgraded to the 100/100, but when he called in for the 1G upgrade, he was
told the pricing quoted is not correct.Mr.
states he requested a supervisor, and was informed the same thing by the
supervisor.Mr.
demands that Frontier Communications honor the price quote.Frontier
Communications has investigated the above statements and offers the following
response:Frontier
Communications advises that Mr. was spending $64.99 + any
applicable taxes and fees for his 50/50 service, and after upgrading to
the 100/100, his rate changed to $65.00 + taxes and fees.Frontier
Communications advises that we have rebundled Mr. to drop his rate
to the quoted price of $60.00 per month plus applicable taxes and fees,
for 12 months, to honor his price quote.Frontier
Communications advises that due to COVID 19 concerns, we are no longer
issuing any upgrade orders requiring technicians to enter the home, which
includes any speeds greater than 100/100. As a result, we are not
performing 1G speed installations or upgrades until further notice.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 response provided stated that the company was unable to fulfill the quoted price and services due to current quarantine restrictions. However, other communications with the company have stated that due to restrictions placed by the FCC and Local Communications tariffs, they could not honor misquoted services. No meaningful attempt to reach an agreeable compromise to the situation was presented. Further, the response given states that they "...drop[ped] his rate to the quoted
price of $60.00 per month plus applicable taxes and fees, for 12 months, to
honor his price quote." while failing to acknowledge that the upgrade to 1G/1G and associated price were also valid price quotes. Additionally, the 100/100 quote was for a permanent change, not just for a 12 month period.I am thoroughly unsatisfied with this response to my grievance and will not accept it in resolution of my originally issued complaint.
Regards
Ziply
Fiber has received notification of a rebuttal from *** According
to the rebuttal:Mr. advises that he was not satisfied with Ziply Fiber’s initial response indicating that misquoted offers will only be honored for a maximum of three months.
Mr. states he was never informed that promotional pricing was good for only 12 months. Mr. states that he was told the pricing would be indefinite.
Mr. requests that the rate of $80/month for 1g FiOS services be honored.Ziply
Fiber has investigated the above statements and offers the following response:Ziply Fiber advises that misquoted prices may be honored for a maximum of three months.Ziply Fiber advises that promotional offers come with a 12-month price guarantee, and may be subject to change in the 13th month. Promotional pricing terms are printed on all Ziply Fiber advertisements and websites.Ziply Fiber advises that speeds over 100/100 require specialized equipment and wiring, which possibly may not be available at Mr.’s location.Ziply Fiber advises that at this time, due to COVID 19 concerns, no upgrades over 100/100 are being offered.Ziply Fiber advises that with the switch from Frontier Communications to Ziply Fiber on May 1, 2020, 1g service is available for $80.00 per month plus any applicable taxes or fees, if installation is possible at the requested location.We
trust that this information will assist the Commission in closing this
complaint.