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 had originally signed up with Frontier so that I could work for my employer at home due to the company's call center being moved to work at home because of the COVID-19 pandemic. Firstly, the sales rep I talked to said that I could have the install tech come after my work hours of 5:30pm, secondly I was told I would not be charged for the $10 leasing fee of the modem if I bought my own. Also, I was told that I would not be charged for the installation of the jack. Later I found out the first thing he told me was wrong. Then after calling customer service I was told that he was wrong about not being charged for the modem. I was also told that I would be charged if a jack had to be installed. I reluctantly still agreed on the install date originally set. After bringing my computer home from work to work from home I called to find out when the install tech was going to come out and the customer service rep told me because I called the second time about the jack they cancelled the appointment. Meanwhile I received a text every day including the 19th of March telling me the installation was set between 1pm and 5pm. So after being on hold between phone calls asking for a supervisor for at least 2 hours or more it turned out I had to reset the installation to the 25th of March and the supervisor I talked to said that I would be having $25 off my bill and the supervisor said the reason was because dispatch or the tech didn't have equipment necessary for above 3 megs download speed. Finally after all this after rescheduling the installation for the 25th of March the installation tech finally come out but after I finally got the installation complete my speed was NOT above 4 megs and it was my understanding that it would at least be 10 megs download speed which was what my work applications support. After calling Frontier again I was told I was on a 10 megs download speed plan. I spoke then to a tech who said there was in fact an issue with noise on the line and so set up for a tech to come out again Saturday.
Thank you for referring the
complaint of Star
*** to our office for review. We appreciate *** bringing this matter to our attention.The Complaint states that:Mr.
*** states he is not getting the speed that he signed up for and is
being billed for service that has not been working. Frontier has investigated the above
statements and offers the following response:Frontier advises a service repair technician went out to Mr. to repair services however Mr, *** has requested to disconnect his service with Frontier.Frontier will follow up on the final bill to issue credit in full.Fontier spoke with Ms. and advised of the above 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.
On March 5, 2020 I accidentally sent Frontier a payment that was for another biller. They are refusing to give me my money back for at least 3 billing cycles. Because of my error and their ignorance I have not been able to pay my bills on time. I am a single parent. Please help I am desperate.
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
that she made a payment in error, and is requesting a refund. 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 issued a refund in the form of a check to Ms. on March 26, 2020. Please allow 7-10 business days for receipt. Frontier advises that we spoke to Ms. on March 26, 2020 to advise of the above. Direct contact information has been provided.
I contacted Frontier earlier this year to inquire about services. It was not clear if internet services were available in my area so I was told I needed to setup a ticket to see if a technician could very internet services are available for my home. I was told it was available but I decided against switching to Frontier. No Frontier technician ever came to my home. I did not have any services installed. However, Frontier is sending me bills for services I do not have. I have received bills for equipment I never received. I have called 5 different times but I keep getting bills. The first couple times I called they said they would fix it but never did. Today I called and they did not believe me and said I owed them money. I complained on Twitter and "LM" referred me back to customer service.
Thank you for referring the complaint of
Mr. Scott
*** to our office for review. We appreciate Mr. for bringing
this matter to our attention.According to the complaint:Mr.
*** states that he was billed for Frontier service that was never
installed.Frontier has investigated the above statements
and offers the following response: Frontier
advises Mr. called in and authorized an install order on January 16,
2020. Upon
investigation, Frontier has determined the service was never installed.Frontier
applied credit adjustments to Mr.’s account for all charges. Please allow 1-2 months for the credit.Frontier
spoke to Mr. on March 30, 2020 and advised of the above 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 had ordered to receive a service for my internet to be increased to the speed of 1G and they have not completed their work yet they are charging me as if they did. Technician was supposed to come on Monday and they never showed up or called. When we called their customer service they said the technician had cancelled the order and now they do not want to cancel our order for the 1G.
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
that he is disputing his monthly charge for 1g Frontier internet service. 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 updated Mr.’s billing to reflect a monthly charge of $50 per month for his 200/200 mbps internet service, plus equipment fees, taxes and surcharges. This change was made effective on March 17, 2020. A credit for the period of March 17, 2020 – March 26, 2020 will appear on Mr.’s upcoming statement. Frontier advises that we spoke to Mr. on March 26, 2020 to advise of the above. Direct contact information has been provided.
I called over 2 weeks ago to set up service in a new location, they were the last provider for the customer that owned the property. I did not pick. When I called the guy rushed me into placing the order with the expected service date to be this week. I called Monday to verify the installation date and the gentleman told me they did not take my SSN so the order was incomplete. If I would not have called I would have never known. He told me he would have to create me a new account as they had the first account listed as ***, my name is ***. He called me back shortly afterwards to state this. He called me back one hour later saying they still can't verify me so I would have to put down a deposit. I told him this is the only company in over 40 years that could not find me and I was not putting down a deposit as I have never missed a payment or owe any outstanding debit. He told me he would call me back that day, no one did. I called this morning and he created a third account for me and told me know that the installation date was 30 April but I could call customer service to see if anyone canceled. I did they could not find me. I hung up then called later only to be told we have everyone saying the same thing so I would have to find the old account, which she could not locate then sent an email asking for the date to be moved up. When I walked into work another person called because she wanted to identify me in the system to set up an account. only to lean my situation then delete both the other accounts. I know they pulled my credit report on the 24th as I get emails when someone touch my credit reports. This is a new account and I am having heart problems already with it.
Thank you for referring the complaint of
Mr. R
*** to our office for review. We appreciate Mr. for bringing
this matter to our attention.According to the complaint:Mr.
*** advises he ordered Frontier service two weeks ago and is still waiting
for service. Frontier has investigated the above statements
and offers the following response: Upon
investigation, Frontier advises that Mr. called Frontier on March 12,
2020 and the order issued was placed on hold for a deposit due to no credit
information provided on the order.Frontier
advises that Mr. called Frontier on March 23, 2020 and a new order was
issued. Frontier advises that Mr.
called Frontier on March 24, 2020 and a duplicate order was issued and the
previous order canceled.Frontier
apologizes to Mr. for his customer service experience. Frontier is working on opportunities to
alleviate customer frustration related to customer support and technical
service.Frontier
advises that Mr. has the best install date of March 30, 2020.Frontier
spoke to Mr. on March 24, 2020 to advise of above 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 an ongoing issue with my internet connection. I have made several appointments for technicians to be dispatched, technicians never show, customer service refuses to provide confirmation that a tech has been assigned to a ticket, I have asked for supervisors or managers and customer service refuses to provide contact information or escalate the call, I call customer service on the date of my appointments for status on the techs which is not provided. I confirm my appointment the day before via text message, this issue has been ongoing since October.
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. has been unable to have a technician
show up to an appointment to fix the internet service. Frontier
has investigated the above statements and offers the following response:Frontier advises we Completed the repair on March 24, 2020.Frontier advises we spoke with Ms. on March 25, 2020 and the services were working.Frontier advises that we have applied all appropriate credits.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.
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
Dec 20, 2019 we were getting installation with Frontier internet. They were unable to connect due to having to run cable to our home. Dec 20, 2019 account canceled. I have received several Bill's of service that I never had. I have called them on Jan 30, Feb 26, March 5, and March 24. They have told me that the account went to disputes. Was denied! I was told that there will be a credit of what the balance of the bill is and still have not. I am being threatened with collections. They have informed me each time that they see that we never had service, account opened and closed on same day! Bill amount is 131.59 that I owe for no services!
Frontier CommunicationsThank 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 on December 20, 2019 he was getting internet installed with
Frontier. Mr.
*** states Frontier was unable to connect due to having to run cable
to his home, so the install was cancelled December 20, 2019.Mr.
*** states he received several bills for service he never had and has
made several calls to Frontier concerning it and has received no
resolution.Mr.
*** states even though he was promised credit he is getting a
collections notice.Mr.
*** would like a correction to his credit report, would like to have a
letter stating he owes nothing.Frontier has investigated the above
statements and offers the following response:Frontier spoke to Mr. on March 26, 2020 and found that credit has already been issued on his account, and his collections notice he received was a pre-write off letter sent on March 16, 2020 stating due by March 27,2020.Pre-write off letters state failure to respond to the debt will initiate additional collection proceedings, including but not limited to referral to an outside collection agency within 10 days of the letter. Frontier credited his account on March 24, 2020 so that will stop any further notices. 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 :
Company will not let us cancel our "no contract" service without paying for a full month of unused service. We made attempts to call and cancel that were unanswered by the company frontier communications.
.Frontier CommunicationsThank 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 Frontier will not let them cancel his “no contract”
service without paying for a full month of unused service. Mr.
*** has made attempts to call and cancel that were unanswered by
Frontier Communications. Mr.
*** would like a billing adjustment. There needs to be a grace period
for cancelling service. Frontier has investigated the above
statements and offers the following response:Frontier spoke to Mr. on March 26, 2020 and advised that Frontier no longer prorates a final bill. Frontier bills for the entire bill cycle. As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance. Even though Frontier’s policy is to bill for the entire bill cycle an agent backdated Mr.’s disconnect order to the day before his bill cycle so that he will see credit on his next billing statement. Agent will also make sure no late fee occurs. 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.Frontier Specialist: Kelly
E*** Department: Executive
Relations
on 3/16 2020 I purchase prime package for tv internet phone ,I told ann the lady that talk to at frontier that I did not want *** or any sports channels just the locals plus the cable channels that come with the prime package ,the price that they advertise on their web site was $74.99and ann said it would be $99.97 plus tax that included all of the equipment, total bill was 119.09 .I ask the technician what package he was installing on my tv ,he said prime.after he left I tried some of the cable channel and on the screen it said that I did not subscribe to these channel what I got was the tv local basic for Los Angeles ,I would have to pay more for the cable channel as told by customer service rep. I have a out side tv antenna that I receive all of los Angeles channels free why would I pay frontier for them that is stupid . frontier did the same bate and switch a couple of years ago on me that is why I left frontier then ,I see tha they are going to claim bankruptcy
A couple of years ago I was a customer of frontier and had the same problem so ended my account , then on 3/16/2020 I signed up for a new account and they are doing the same thing that they did two years ago ll hope this clears this up
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 signed up for Frontier Prime TV. However, after installation, Mr. discovered that he was only receiving local TV channels.Frontier has investigated the above
statements and offers the following response:Frontier records show that Mr. contacted Frontier on March 16, 2020 and requested to Port-in his desired Phone number from another service provider. The request included Frontier Prime TV service. Frontier records show that the Port-In order submitted did not include the Frontier Prime TV package, but rather the Basic TV package. Frontier spoke with Mr. on March 27, 2020 to discuss his Frontier account. Frontier advises that Mr. was offered to upgrade the subscribed Basic TV package to the requested Prime TV package, at a higher monthly price point. Or removing the TV service, at a lower monthly price point. Mr. chose neither option. Frontier advises that Mr. wishes to move his services to another service provider. We regret any inconvenience that ***
*** 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.
Regards,
*** front has not offerd me anything other than say that she was sorry that the employees of frontier told me I ,was receiving the prime package ,if I wanted the prime package I would pay more which ended up costing the same that I was paying at spectrum they advertise that their package is cheaper. she said either pay more or cancel the account . I j that ust got my first bill to be payed by 4/16/2020.to me this is bate and switch I would call fraud . the channels the channels that came with the basic package I already get them with my outside antenna for free
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.’s rebuttal states that he does not agree with the resolution provided. Mr. states that he signed up for Frontier Prime TV. However, after installation, Mr. discovered that he was only receiving local TV channels.Frontier has investigated the above
statements and offers the following response:Frontier’s position in the matter has not changed. Frontier records show that Mr. contacted Frontier on March 16, 2020 and requested to Port-in his desired Phone number from another service provider. The request included Frontier Prime TV service. Frontier records show that the Port-In order submitted did not include the Frontier Prime TV package, but rather the Basic TV package. Frontier spoke with Mr. on March 27, 2020 to discuss his Frontier account. Frontier advises that Mr. was offered to upgrade the subscribed Basic TV package to the requested Prime TV package, at a higher monthly price point. Or removing the TV service, at a lower monthly price point. Mr. chose neither option. Frontier advises that Mr. wishes to move his services to another service provider. We regret any inconvenience that ***
*** may have experienced as a result of the above matter.
I switched to Frontier based on the claim from their door to door sales rep that it was much better than the service I had. Once installed, the claims were false and I called to cancel the service and be credited the installation and monthly fee back since the services was not what it was claimed to be. They refused to credit me.
Tell us why here...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. is
disputing the charges on this 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. Internet speeds are based on multiple variables including limitations
of the computer, wiring inside the home, time of day, distance from Frontier’s
equipment, among other things.Frontier advises that when
a door-to-door sales person visited Mr.’s home, a 50mbps/50 mbps FiOS
internet connection was offered and agreed to by Mr.. Frontier advises that
there is no documentation to support that Frontier did not provide Mr. with the 50/50 internet connection that was installed and provisioned by
Frontier. Frontier advises that
the installation fees totaling $85 were disclosed at the time of the sale of
the service, and are sustained.Frontier advises that
we spoke to Mrs. on March 25, 2020 to advise of the above. Direct contact
information was provided.
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.
When I called the company to discuss my concerns about their service they only offered me to upgrade saying I had the lowest service, which from the sales pitch was supposed to be just amazing and by far better than what I had. They did not offer to see what the problem was or offer any assistance in resolving it.
Regards
.The Complaint states that:Mr. is
disputing the charges on this 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. Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other things.Frontier advises that when a door-to-door sales person visited Mr.’s home, a 50mbps/50 mbps FiOS internet connection was offered and agreed to by Mr.. Frontier advises that there is no documentation to support that Frontier did not provide Mr. with the 50/50 internet connection that was installed and provisioned by Frontier. Frontier advises that the installation fees totaling $85 were disclosed at the time of the sale of the service, and are sustained.Frontier advises that as a courtesy, we have agreed to issue credit for the prorated time following the cancellation of service from March 24, 2020 – April 15, 2020. A follow up has been set for Mr.’s final bill to review for credit. Frontier advises that we spoke to Mrs. on March 26, 2020 to advise of the above. Direct contact information was provided.
I was charged three times for Vantage Double Play on my February 2020 Bill, the three charges are for $86.99, $55.44, and $70.66. My installation was on 1/20/2020 and I had severe problems, not having internet and tv for an entire month. I was promised credits, along with two credits for the double play which never occurred.
Tell us why here...Frontier has investigated the above
statements and offers the following response:Frontier spoke with *** A. *** on March 25, 2020 and April 9, 2020 and reviewed credits that were already approved on her account for double billing. Frontier provided credit also for out of service and late fees.
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. If I have future problems with Frontier, I will file another complaint.
Regards
a couple months ago, I canceled my service with FRONTIER communication due to a bad service, the cancelation department agent agreed to the terms and final balance on the account upon termination the service, I received the final bill for $32.37 and payoff on 03/05/20, now I received a new bill for $9.99, I called frontier billing department and this is what they told me, any deals from previous customer service(billing or retention department) do not honor, according the customer service I spoke today at 13:25/13:28 hours. so I would like from Frontier to zero out my account *** effective immediately. and have the FCC do an investigation for their practice of business.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint: Mr. advises he was billed a broadband processing fee.
Frontier has investigated the above statements and offers the following response: Frontier advises there is a fee of $9.99 when a customer discontinues broadband service.
A review of the call determined Mr. was not made aware of the fee. On March 30, 2020 a credit of $9.99 was applied as a one-time courtesy. Frontier attempted unsuccessfully to reach Mr.. However, direct contact information was left in a voice message
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 find that this resolution is satisfactory to me.
Regards
My Internet service with Frontier Communications was disconnected for missed payment. I am a senior (74) living on Social security and unable to make timely payment. On 3/18 I was able to make payment to bring account current. I called customer service to inquire when my service would be reconnected. I was told by customer service representative Lorieeth, who was very professional and understanding that they couldn't reconnect and would have to install a new account. That made little sense to me considering I had all necessary equipment already in place. She understood but that was my only option. She said she would wave the $75 installation fee which I thought was very fair. The next day I received a confirmation email detailing my new installation charges and date of installation. It included a $75 fee for installation. I called customer service yesterday to question fee and was told by a very rude rep that I was basically a liar regarding waiver of $75 fee. Installation, which took tech approximately 4 minutes to complete was done today. Tech, Luis, was on time and very professional. Considering my circumstances I would like Frontier to comply with verbal agreement given to me their authorized rep, Lorieeth and wave $75 fee
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 was disconnected and had to reorder new service. The sales agent advised they would waive the install fee and he received a bill for the installation.Frontier has investigated the above
statements and offers the following response:Frontier advises we have issued the appropriate credits to the account as a courtesy.Frontier advises we spoke to Mr. on March 26, 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 find that this resolution is satisfactory to me.
Regards
I HAVE BEEN DEALING WITH THIS ISSUE WITH FRONTIER FOR OVER FIVE YEARS. FRONTIER IS NOT PROVIDING US THE SERVICE THEY SOLD US AND HAS NOT BEEN FOR YEAR. THE INTERNET SERVICE IS ANYTHING BUT CONSISTENT AND I WORK FROM HOME AND NEED A FAST HIGH SPEED NETWORK. THEY CHARGE ME EACH MONTH AND THE ONLY THING THAT WORKS IS THE PHONE AND EVEN THAT HAS ISSUES. I HAVE BEEN ADVISED THAT THE FRONTIER JUNCTION FOR MY NEIGHBORHOOD IS OVER CAPACITY AND THERE IS NOTHING THEY CAN DO ABOUT IT AS THERE IS NO PLAN TO DO ANY UPDATES TO MAKE THE SERVICE BETTER. I WOULD GO TO *** WHICH THEY HAVE TWO STREETS AWAY BUT THE STATE OR THE COMPANY HAS NOT AND HAS NO PLANS TO INSTALL THE REQUIRED LINES FOR SAID SERVICE.
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 needs repair to his internet service with Frontier.Frontier has
reviewed the above statements and offers the following response:Frontier advises we spoke with Mr. on March 23, 2020 and
confirmed with him his service is working. 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 it is continually working to improve its network and its customers’
experience; however, Frontier has no specific plans for upgrades in Mr.’s area at this time. Mr. is
dissatisfied with the Frontier decision and feels that Frontier should upgrade
the infrastructure in his area. Mr. has direct contact information
for the future.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.
We use Frontier Communications to provide our phone and internet service when vacationing in Fl. In preparation for our trip I set up an activation date and the plan required (same plan that I have used for many years) When the first bill arrived I was overcharged Upon calling them the bill was fixed and the over charge pay back was reflected in my next bill. The third bill was higher than set amount but I paid it. When the next bill arrived it was even higher again. Once again I called and spent much time waiting and being served. The problem was that I was told that the first representative had given me wrong information and that I wasn't eligible for the plan that I had requested. I disagreed and asked to be sent to the "retention department" Once again much time spent on the phone, but was helped by someone who went to their supervisor and it was decided that I was eligible for the plan and would be grandfathered in. They said they would return my overcharge but it would take 2 to 3 billing cycles. Just before the 3rd billing cycle I was called by another person from the "Retention" Department who said he was the last person I would be speaking to and would resolve my issue. His resolve was that the other people I had spoken with were wrong and that instead of being charged the original cost I would be charged the higher amount because the plan I had ordered was now not available. I feel that this is not the customer's problem but the company's problem and that I shouldn't be made to pay more than I had originally been told. I just spoke with Frontier again to put my service on vacation and was told it was going to cost me $16.00 for the order (which I have never paid before) and $9.99 per month to keep my internet active on vacation. This is just about this year I could give you more issues from other years Somehow this company needs to be held accountable. We had been with *** since 1980 and never had issue until Frontier took over. Our services i.e. internet, very slow and cutting out, yet charged this high amount.
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.
*** states that her price increased for her services at Frontier and
she was advised that her plan was no longer available.Frontier has investigated the above
statements and offers the following response:On the October billing
statement Frontier had a bill message that the cost of her Internet service
would be increasing.Ms. is on the best
pricing for the services she receives from Frontier.A Frontier Representative
spoke to Ms. and issued a one- time credit of $60 to cover the
difference in old pricing and current pricing for the past three months. Ms. was also advised that pricing is
correct and going forward this would be her monthly rate.Ms. has services on
vacation at this time until she can get another carrier.Frontier does value Ms.
*** as a customer and provided her will direct contact information.A Follow up call is
scheduled for Ms. billing on April 1, 2020.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.
They charged me $40.00 for a technician install, and I never agreed or was notified I had to pay that amount. Their equipment caught fire in my home, and they tried to blame us for the fire. And, they are refusing to cover the $3,000 cost to replace our couch that was damaged.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. advises he was billed an installation fee of $40.00 that he was not advised of.
Mr. alleges Frontier equipment damaged his furniture.
Frontier has investigated the above statements and offers the following response:
Account research failed to locate an installation fee of $40.00.
Research shows on bill date March 25, 2020 Mr. was billed $35.34 for reconnection fee. This charge is sustained as the service was temporarily disconnected for non-payment.
A claim for the alleged damaged has been opened with *** Insurance claim number ***.
Frontier attempted unsuccessfully to reach Mr.. However direct contact information was left on a voice mail.
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.
I have been with Frontier since 2013 and paid faithfully every month. I called to cancel my service because I was offered the same service for a cheaper price. When calling frontier was told I’d be charged $9.99 for disconnection. I told them I did not agree to that when I started service. After speaking with a floor supervisor, he told me that it’s been in effect since 2015. I was never told in writing or by phone called this new charge was in effect.
March 24, 2020Revdex.com ID#: ***Thank you for referring the complaint of
*** to our office for review. We appreciate him bringing this matter to our attention.In the complaint Mr. expressed
concern regarding his request to cancel his service because he could receive
the same services at a lower cost. He
was told there would be a $9.99 disconnection fee, which he did not agree to in
advance.We sincerely apologize for any
misunderstanding regarding this matter. It is imperative to note,” If customer (s) cancel service, after
their first 30 days of service, before the end of their commitment, there is an
Early Termination Fee of (depending on their promotional offer) and at any time
they choose to disconnect the broadband service, again, a $9.99 processing fee
will apply." The Broadband disconnect fee is advised at the time a
customer is requesting the cancellation of service. This charge is also included in the Frontier
Broadband Terms of Service. Review of the account does not indicate
Mr. was charged for this fee; however, it will be included on the final
billing statement. As a courtesy, the
customer was credited the $9.99 fee on March 24, 2020. When the final bill generates, he will see
the credit (s) posted to the statement.We sincerely apologize for any confusion
this matter may have caused.Thank you,Felicia T.Executive Customer Relations
Horrible service, horrible people. I have been on & off hold for over 4 hours today, just to end up being hung up on. They have proof on the recorded line that I was never told about the $75 installation charge, then say "sorry but you have to pay it"! Then this month "accidently" charged me $100.00 instaed of $10.00 to rent modem!
I cancelled my internet and phone on December 17 as I sold my home. After ten years of horrible internet and no service at times I was finally getting to say goodbye. I awaited my last bill. Instead I got a bill for two months. Then after several long waits and calls to customer (bad) service I was told I would have to pay a months cancellation fee. even though I had moved and sold the house in December Frontier says they are due the dec 18-Jan 18 phone bill, without any service. I agreed to just to get them out of my life forever. Then I recieved another bill that now included Jan 18-Feb 18, 2020. How can they do this? They owe me a month refund for December 18, 2019-Jan 18 2020 and now they sent me a threatening letter of collection proceedings for the $81.88 for the Jan/feb billing. I EVEN HAD MY OWN MODEM WHICH I LEFT FOR NEW OWNER, AND LEFT FRONTIER 5 WORTHLESS CHEAP ONES.
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 he had
requested to disconnect his Frontier service as of 12/17/19.Mr. advises his
services were not disconnected as he requested, only internet was removed
from the account. Mr. states that he has
been overbilled for services he did not receive as he sold his home. Frontier has
investigated the above statements and offers the following response:Frontier records show that Mr.
*** did request to cancel service. Frontier records indicate the
date he requested to cancel service as of 12/23/19Frontier records show that Mr.
*** was previously credited $84.58 for service charges from
1/18/20-2/18/20, this credit reflects on the February statement. Frontier has issued additional credit
in the amount of $88.26 for service charges from 12/23/19-1/18/20. This brings
total credit applied to this account to $172.84 for this issue. As a result,
Mr. will receive a refund of $6.38. 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 satisfactory to me.
Regards,
O.
I contact Frontier Communications in February 2020 and one month later in March 2020 regarding slow internet, dropped internet, and a red light on my router. In February I was told there was service outage in my area and they were working diligently on it; however, prior to contact them, I had already ran there program which stated there was no service outage in my area. I gave them the benefit of the doubt and called back last week with the same complaints. This time, they told me they would sent a technician to my home to fix the problems. I received 3 texts today, 2 telling me a technician was working on my problem and a 3rd text telling me someone would call me to make sure it was resolved. No one called any my service remains the same, slow, dropped internet, and red light on router. I pay $82.25 for a whole house internet service I have not received in over 2 months and I'm exhausted trying to communicate with this company. I need resolve.
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: Mrs. advises that she is having issues with her internet services. Mrs. also states that a technician was schedule however did not show up. Frontier has investigated the above statements and offers the
following response:Frontier records reflect that a technician was dispatched out on March 23,2020 to repair the customer’s internet service. However, the visit did not require a visit to the customer’s location.Issue was resolved at the central office. Frontier records also reflect that on April 3, 2020, a technician was dispatched to repair the customer’s internet services.The ticket was completed and issue was resolved. Frontier representative spoke to Mrs. and confirmed that her internet is working.We trust that this information
will assist you in closing this complaint. We apologize for any inconvenience that Mrs.
has experienced as a result of the above matter.Frontier Specialist:
Tocoma K. Department:
General Manager
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