Frontier Communications

I’m very disappointed in this company. I have been with them for 2 years and have paid my bill faithfully. I called the other day to make my internet speeds faster than 150/150. I asked if I could do 500/500 and was told yes but it would be $150 a month. I was advised the advertised price was for new customers. Ok I was fine with that. However the problem was I was told my price at $150 a month is based on when I started service and that there were people paying less than me for that speed. I asked how to get it lower since I felt as though I was being punished for being a loyal customer. The lady talked in a circle and gave some number to call for the “loyalty department” which is just another number that leads no where. Trying to upgrade my service has turned into hours on the phone and being transferred to more automated messages with no real person to talk to.

I've had the service for over a year, the whole time had numerous outages or other service related problems. Had multiple techs come to my home say it's nothing on my end. Had contacted the president's office had them involved and yet. Still to the day I'm paying for a service that is usable and I'm still paying monthly for the service. I cant get a reason why or how it will be fixed.

I moved in to my current address on December and I was told that I had internet service for a month, I called Frontier and complaint because the internet was not working. I didn’t get it resolved so I obtained service through *** after that. I kept getting bills from Frontier, so I called again on January and asked the Frontier customer service person to stop sending bills because I never used their service. The person I talked to apologized to me for that matter and said he was going to close my account and erase the bill. In March, I was sent another bill and a collection notice after that, I called Frontier and the person I spoke to was very rude and not helping so I asked to speak to the manager and he was the same and he told me that I had to pay no matter what. I just received a collections agency letter with a $129.27 bill. I never used Frontier and I don’t feel like I have to pay for something I didn’t use. Pmease help me resolve this matter. Thanks in advance

This is on my credit report and it belongs to my son who is a JR. I’m very upset this was not verified correctly before being added to my credit report. Please have it removed off my credit report.

I phoned Frontier beginning in November to inquire how and what did I need to do to end my service with them due to me moving and I no longer needed the service. I inquired was I in a contract; I was told no. I asked how much would I owe if I stopped my service and I was informed that if I end my service on 12/27/19 I would owe $9.00. I phoned Frontier 4 more times to make sure I was getting the correct info. 3 Reps agreed, that I didn't have a contract and that I wouldn't have any outstanding bills as I am billed the month before. I requested the service be turned off on 12/27 as this was my move out date. I called Frontier because I had equipment and still hadn't received the boxes to return the equipment in. I called weekly for the boxes and I was told I would get them. I don't think they were actually mailed to me because I had to call to many times before I actually received it.. I began receiving disconnect notices at first it was one month, than it began doubling, I again phoned in. This time, the rude Technicians began telling me; they could no longer access my bill due to it being some 5 digit code on the bill. I never placed a 5 digit code on the bill. I explained this to each one of them every phone call I made; and explained there is a PIN number that they provided to me. They kept transferring me, refusing to transfer me to a Manager, told me someone would call me back it never happened. I was told although they accessed my account when I requested the return boxes;how was it now that you are unable? I was told a Manager can't help you. I told them in the meantime, I'm receiving bills that were increasing. One person left me on a hold for 2 hrs and never came back. I was exhausted by the amount of calls I made to Frontier. I even wrote a letter and mailed it, no one ever called me back. to this date I still haven't received a so call post card that some lady told me she could send me and it would have instructions on how to access the account. One guy said, well I could call you on the number you have on file; he never called. now I received a letter from a Collection company stating I owe $312.09. I've had so many problems with Frontier since establishing service with them; this is unacceptable and I want this off of my name.

Frontier Revdex.com complaint

On March the 6th I submitted my monthly payment to frontier, however there systems charged me twice. I called on the 7th to inquire on how to get my money back. I was told that it was my responsibility to reverse the payment. When I explained to the representative that I could not reverse this payment myself, I was told that I would have to call back when the payment was finalized. I asked to speak with a supervisor at that time to make the supervisor aware that their system had charged me twice as well as the representative informing me that I was not the first customer to call in regarding this same issue. The supervisor did inform me that there wasn’t anything that could be done until the payment was finalized. He did inform me that he would notate in my chart for a representative to call me back on Monday March 9th at 6:05. I never received this call as I was promised I would. I called back on Tuesday March 10th to get this payment refunded. The woman I spoke with informed me that it had been reversed and that I would receive it within 72 business hours. Friday March 13th I received an email stating that my refund was unsuccessful. I got online and spoke with someone via online chat that informed me that he would resubmit the refund and it would take 3-5 business days. He also informed me that he did notate my customer service complaints into my file. I called on the phone later that afternoon just to verify that it had been submitted and was told that neither time was it done when I was told that it had been submitted. The woman I spoke with at this time resubmitted it for me and informed me that it would take 3-5 business days to receive. She also informed me while I was waiting to speak with a supervisor that she was getting off in about 5 minutes and she needed desperately to use the restroom. Waiting to speak with said supervisor I could hear him approach the phone and then tell her “nope” and I could here him walk away as she told him that I just wanted to speak with him. After a total of about 20 minutes waiting to speak with a supervisor I spoke with a woman and informed her of the customer service concerns that I had the weekend prior as well as in that same phone call. She informed me that she would personally look into my file and review the customer service. I waited for the 3-5 business days to pass to receive my refund. As of Friday March 20th I have yet to receive it. I called frontier back to inquire on this issue. The woman I spoke with tried to get in touch with a supervisor in their claims department for over an hour and thirty minutes while I was still on the phone. From her view it just tells her that the refund is pending.

I tried to get internet service in October 2019 through Frontier after they told me that I could get service. They told me they would come on a Friday and someone had to be there. I kept calling all day and they told me someone would be there and I just kept waiting. No one ever came and when I called they said they would be there the next day which was Saturday. Again no one showed up after telling me all day they would be there. Then they told me they would be there Monday at 3:00. When the guy got there at 7pm he said we couldn't get service because we were too far away. Now the fun part...!! They charged me $49.38 in October and charged me 49.38 on Nov. 13 and I have been waiting 5 months for a refund. I have never received any internet service what so ever!! When I first called they told me it would be 2 billing cycles. I have called 16 times probably 45 minutes a call and get nothing but the run around from these liars and crooks.They have told me over and over again that they are waiting on 2 billing cycles and it was all approved. The last time I called the lady told me the check was in the mail. LOL 3 weeks ago!!!

When I signed up for frontier internet, I explained that I was leaving *** because I did't want to spend 300 a month for cable and internet services. We were looking to switch to online streaming only. The sales man told me that Frontier would be able to provide and this service was fast enough for what my family needed. The tech came out and set up the service on 2/19, I was not home but, my mother and uncle were. The tech mentioned that frontier service sucks by the way! That night we all tried to get online and it kept buffering and the services did not fit our need or what was promised to me at the sale of the service. That same night I called and spoke to the customer service line. Which was a joke!! They told me that due to where I live we can only have a 3 GB( I think) modem and that I can apply for another one to increase our internet speed. This would cost me more money and take about a week to get installed. The guy put me on hold and never called me back. Due to this issue I went online and signed back up for ***. We had access to xfinity wifi right away and that is what we used until we received *** equipment on the following friday through the mail. On that same friday, I called and talked to a lady at frontier. She was very rude, and I told her the situation. I explained that I wanted the service terminated, I wanted my deposit back, they needed to come pick up the box and get their cable that is running through my and our neighbors yard removed. They had to come back out and bury the line sometime in the next two weeks. The lady informed me that I could not cancel until 3/18 and I was still responsible for the 75 fee to have the tech install the equipment since he did come out. I explained that the internet was not working to what was sold for me and he was here for 15 min and they didn't have to bury the line anymore. The call did not go to well from there. I requested a manager or a supervisor call me back and never received a call. On Saturday the following day, I called again and spoke with a gentleman. At which time he was GREAT!1 or so I thought. He apologized. Told me my account was cancelled, I didn't have to keep the service, I didn't have to pay the 75.00, I would get a refund of my deposit and he would send me a box to return the modem. I didn't think anything else about it until today when I got a new bill for the next month. Now, it makes sense why my mom found a gentleman in our driveway looking to bury the line in our front yard, we advised that we cancelled and he just needed to remove the cable. I guess the new bill would explain why he showed up. I called to day in shire frustration as to why this was not taken care of and got a supervisor on the line who again told me I was responsible for the 75.00 and the bill and until this is showing a balance I would not receive a refund. This is not acceptable advised I wanted to speak to her manager. Promised a call back in 24 hours but, I don't believe anything they say.

After a week, and 6 or so hours on the phone trying to move my service, I cancelled my service on 1-10-2020. Many excuses. Confirmation code available. They not only did not cancel my service, but opened up a new account at my new home and started billing me even though service was never installed. They had all this in notes that all of a sudden were gone they say. I paid this false bill and have returned all equipment to them.

I have service troubles with Frontier for years. I can only get frontier and another company for internet where I live and frontier is the cheapest. Their service is extremely poor, I pay my bill on time every month and my internet only works half the time. When I contact them it does no good. They set up appointments and don't follow through with them. I take my college courses from home so I need my internet to work properly. Their service is extremely poor and I truly hope something is done about it.

I have made many complaints over the past 2 months because the service I am provided with that I pay for is slow or cuts out, I don't get the basic speeds I pay for with the internet. i've called in many many times because the main line that runs under the state route is too damaged to even provide the basic speeds for the basic package they offer, I want to upgrade my speeds to something higher but I cant because the continued refusal to come out and replace the bad lines. frontier is the ONLY ISP for the chase road addresses, believe me I have looked. I am not the only person on chase road to make these complaints, my neighbours have also complained, the tech they send out tells us everytime there is nothing he can do because the main office refuses to replace the lines.

I have been double-billed for Internet service on my current March statement.
In February, I paid Frontier Communications $194.35 for services from 2/18-3/17/2020.
On February 26 we cancelled out TV/cable service with Frontier and kept the Internet service.
On the March bill we received credit for the equipment and the cable service, but were charged again for the Internet service that was paid in February.
I called the billing department and spoke to a "supervisor" named Torvice.
He could not explain why I was charged $31.50 more for Internet service.
All he would say is that I owe the money.
We spoke for over an hour and nothing is resolved.

I terminated service with frontier on 2/18/2020. at that time I was told I was paid up through that termination date. on 2/21/2020 I received an email frontier saying I owed $15.39. I called and complained. after being on hold for 15 minutes the agent said I only owed $10+. I told her she was mistaken I didn't owe anything. the billing period shows the date from 2/19/2020 to 3/19/2020-a period that I had no service. I want a corrected bill showing no amount owed and in fact I believe they owe me money for the previous bill that I paid.

I pay Frontier Communications for internet services. A few months ago I upgraded my service to what’s supposed to be considered the best they have. Since I have upgraded, my internet drops. It was just once here and there and in the past two weeks it drops 4-5 times a day, sometimes for an hour at a time. I have reset my modem, unplugged and plugged in all cables and have had to call tech support for help. They would do whatever they needed to on their end and it would work. The following day we would have the same issue. Now my internet is out completely. I Called tech support again and this time whatever they would do to get it working, did not help. Now I am without internet, a service I pay for, until they can dispatch a tech on the 27th. With this COVID situation, I have children trying to do their schooling online while 2 adults are working from home. The customer support agent told me that’s all they could do as well as tell me I may be responsible financially for any repairs made to get the internet back in working order. I am completely appalled and frustrated with the lack of responsiveness. If I did not live in a a remote area and could change carriers, I would have never been with Frontier this long, mind you that I have been a loyal and paying customer for 10+ years. If there was a second option, I would go with it in a heartbeat.

I had internet service with them it was not enough. I called and they said to get the business internet service its much quicker and a little more expensive. I asked if I could get that even though I was not a business and they said yes. I thought it was a great idea after some time passed it was still not strong enough to meet our internet needs because I was working from home and did online school plus I had two sons with video game systems. I called to cancel the service and told the rep how bad I felt because I really liked frontier but it was not meeting my needs. I asked if there were any monies owed or anything because I did not want any surprises. She said no my account was up to date and that was it. About 3 weeks later I get a bill from them for about $1200 stating its an early termination fee. I called back and spoke to someone and explained how when I signed up for that I was not told of that cancellation fee and that I was not a business and that I was told the business service is the same just more expensive. I also told the rep that when I called to cancel I specifically asked if there was any money due and that I was told no. He gave me a ticket number and said he would call me back in 4 days and he was sure it wouldn't be a problem. I did not get a call back I called and they said everything was fine. Next thing I get taken to a collection agency for this bill. No one at Frontier wants to help me. Thy just responded to an email I sent stating that my account was closed due to non payment that isn't true at all and I truly feel that they are trying to rip me off. If I would have known of this early termination fee at first, I would not have signed up and the service still wasn't good enough even after all that which is why I had to cancel

today 4th call to them fix phone and internet recently. both do not work right off and on and rain makes worse they keep not fixing we r both disabled and family member had a seizure could not get out to ambulance. cell phones do not work here but very limited if do.I tried call today kept telling them I could not hear or understand them. they say internet on and its off. asked for supervisor to call me they have not worker that has been here last 6 out of 8 visits couple years put request in new line to house needs done.frontier said we had to have 2nd call out we are on #4. people.

Frontier communications is attempting to charge me for a full month of cable/internet service at $168.13. I disagree with this charge due to my multiple attempts to change my service to a lesser plan before my monthly bill date. I was not able to get ahold of anyone at Frontier due to the excessive hold/wait times that would be an hour. I would call multiple times. I finally reached a customer service rep who made the changes to reduce my bill to just internet service which was roughly 5 days past the monthly bill date. My new bill was supposed to be around $60 plus taxes. My next bill from Frontier was for a full month of internet/cable although I did not want the service or was going to use it. My credit card that they had on file was charged $168.13. I disputed the charges with my credit card. I had agreed to pay $70.00 to Frontier but they would not accept it. I therefore cancelled my service with Frontier and went with another internet provider. They are now sending me to collections because I refused to pay the total amount of $168.13. I do not feel its fair to send me to collections for a customer service issue. I agreed to pay $70.00 which would have been cost of the new internet service I agreed to. Prior to this issue, I have been a loyal customer to Frontier for 5 years.

To Whom it May Concern,

On, or around 9/27/2019, I placed an order with “Samuel” employee number *** to setup service (500/500) for $39.99/month. At this time, there was an active promotion for a $100 *** gift card AND 1 year of *** ($119 value). I don’t have a promo number, but the info at the bottom of the flyer says:
*** Hopefully, one of those links to the promotional offer in question. At the time of the call, an install date of 10/18 was selected. I confirmed (please pull the voice recording for this call) that both promotional items, the gift card and year of prime, were applied and was told in no uncertain terms that this was true.

Flash forward to a couple months ago. I had not received any information about redeeming the offers and it had been past the 90 days specified on the promotional flyer. I spoke with “Annette” employee ***. She investigated and discovered that my email address was incorrectly entered (again, my initial service setup was over the phone, so it was Samuel that entered it incorrectly). They had *** instead of ***. No one in America has an email ending in evu vs edu being one of the most popular suffixes. Annette said that she corrected the information and resubmitted my offer info and that I would receive the redemption information in 5-7 business days. Feel free to pull this audio as well.

I waited two weeks and called back since I had not received anything. At this time, I spoke with “Shania” employee ***. She was unable to provide much information, but gave me the number for the “Gift Card Department” .

I called the Gift Card Department 3/20/2020, who had no record of me in their database and transferred me to the main retention department.

At the retention department, I talked to “John” employee *** who upon investigation found the *** portion of my promotion. I was given the code SECM*** and was told to go to amazon.com/frontierprimeoffer to apply it to my account. *** said the code was invalid. John also transferred me to the “Promo Pricing Support Team” which ended up being an internal-only line.

I was transferred back to the main line where I spoke with a manager that I didn’t get the name of (was too flustered at this point). He told me that the promotion expired on 10/6/2019 and that since my service was installed after that point that I was ineligible and wouldn’t be getting the promotional items. I explained the situation and even though he acknowledged that I signed up for service in September, that it didn’t matter. I asked to have the audio pulled since I had confirmed with Samuel that I would be getting the promotional items even after confirming my installation date. He didn’t care that I was given demonstrably incorrect information. When asked for the registered address for the state of California, should I seek legal action, I was given:
762 West Kettering Street, Lancaster, CA 93534
To the best of my knowledge, this is incorrect. Frontier Communications Corporation (***) has the registered agent as *** (***) who does business in California as *** – Lawyers Incorporating Service, whose registered agent is the *** (***), who points back to ***. The best address of service I could find was for ***, who registered as***

In the rest of the world, this is a bait and switch. I was promised that I would be receiving $219 in promotional items which absolutely affected my decision to switch services. I will be filing a report with the Revdex.com about this sales tactic.

I am demanding that Frontier provide me with any of the following:
1. Check for $219
2. Billing Credits for $219
3. $100 *** gift card + 1 year ***
4. Any combination of the above that equates to $219. For purposes of #4, 1 year of *** is valued at $119.
Further, I demand that the above be provided in a demonstrable way no later than 4/15/2020. Provision of #1-#4 shall act as a settlement.

Contact me in writing (email/mail) for this matter.

I was told the product would be installed between 1 pm and 5 pm on friday march 20th, 2020. No one called and a service tech never came on the property. This is not the first time they have failed to install on the date they have spoke on.

I stopped Frontier as a cable provider on 30Dec2019. I had paid for all service through Dec 31. I got a bill for $180. I called and was told to ignore it. I then got a bill with a 180.66 charge and a 163.72 credit leaving 16.94. I called and was told my account showed zero. Ignore the bill. I then got a bill for 16.94 saying overdue with no explanation of the charge. I called and was told that my account showed zero and that I would next time get a bill with zero due. I then got another bill for 16.94 and no explanation. When I called they said I owed that amount. I asked for a statement showing what was the reason for the charge and maybe my current cable provider would reimburse me. They refuse to do this. It is exasperating to try to talk to any one on the phone and I tried to talk to a manager and was told okay and was put on hold for over one hour before I gave up.
I spoke with Shannon today and she agreed that I should have been credited the full amount for January and the new charge should be identified. She tried to adjust the amount but couldn't and said the amount has probably been sent to a collection agency.
Please help, if you can.
Thanks