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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we had triple play service from Frontier TV - Internet - Voice. We cancelled service December 24 2019 and replaced Frontier with Spectrum triple play on December 27 2019. Frontier refuses to stop billing us even though we are not under contract with them. Frontier wants $159.36 for January 2020 even though we do not have service with them and have paid all billing ending in December 2019. Frontier turned this bill to a *** .
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 cancelled her service with Frontier on December
24, 2019 and went to another provider on December 27, 2019.Ms.
*** advises that Frontier billed her for service for the next month
for January 2020 and the unpaid balance has been sent to an Outside
Collection Agency.Ms.
*** would like to stop getting billed and does not want to pay for
service that she did not use and wants to get this resolved.Frontier has investigated the above
statements and offers the following response:Frontier investigated and
advises that Ms. called into Frontier on December 27, 2019 and advised
the representative that she wanted to port out her number and the
representative advised of the procedure. Frontier never received a request to
port out her number to another provider.Frontier advises that an
order was placed on January 22, 2020 after receiving mail correspondence to
cancel her service. Frontier credited Ms.
***’s account on March 25, 2020 and she now has a zero balance. Frontier advises that this will be updated with
the Outside Collection Agency and any negative reporting will be deleted from
her credit report.Frontier contacted Ms.
*** by email and advised her of the above information.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.
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've worked in customer service for over 30 years, from retail, hospitality, now real estate. And in every job I've learned that at times its necessary to adapt to what's happening around you. I worked in hospitality during 911 near a major airport at a time where travel was halted and there was a need for us to adjust to what was happening around us and put the customer first to help get through what was happening. . I've been through major storms that shut the city down, again we adapted to what was going on around us and stepped up our customer service to make sure customers were taken care of. Now the world is going through a major pandemic and while there have been companies that have adjusted and assisted customers during these trying times there's also those that haven't. And one of those who haven't is FRONTIER COMMUNICATIONS! I'm working from home like so many of us have been forced and also blessed to do. So of course that means we need internet, well you'd thing Frontier Communications would have some kind of compassion for their customer at this time, but no I wake up this morning to get on a leadership call only to find out they have disconnected my services. So $250 later I'm sitting here starting my work day writing this review on how very inconsiderate Frontier is and how uncompassionate they are. I asked several agents if they had plans to give extensions or payment deferments and at least one pretended to try and find out yet after a brief hole returned only to tell me hat hd no plans in work and would tell us by mail or email which I respond in return IF I EVEN HAVE INTERNET AT THAT TIME! FRONTIER COMMUNICATIONS PLEASE DO BETTER FOR YOUR CUSTOMERS AT A TIME OF UNKNOWN CIRCUMSTANCES! NONE OF US ASKED FOR THIS AND i'M SURE YOUR FAMILY AS WELL AS EVERYONE ELSE'S IS BEING AFFECTED BY THIS IN SOME SHAPE OR FORM!
In January of this year, I purchased an install for a second internet line at my household. As I'm setting up the account, I am told multiple times by the person on the other line (because I wanted repeated multiple times so it could be on file) that NO INSTALL FEE WOULD BE ADDED TO MY BILL. A month goes by and I receive a $75 install fee attached to not only my previous bill but current bill aswell. I called the company to get this removed and the person on the phone with me at the time stated it would be waived. However, I checked my bill today and it was still attached. The person on the other end said it was denied. If a company states they are going to waive a fee, I expect it to be waived. Frontier does have the records on file for when I called about the complaints.
Source:
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 he was advised the Frontier would waive the install fees for his Second Connect Internet service. Mr. states he was billed twice for the install fees. Frontier has investigated the above statement
and offers the following response:Frontier Second Connect requires a full install by a service technician because new equipment in required. The $49.99 fee is standard for all customers. This fee will be sustained. Our expectation is that all Frontier customers experience the highest level of service. Representatives are properly trained to provide current and accurate information. Frontier will ensure the issue is addressed internally and will take advantage of every coaching opportunity; which will improve our customer service going forward. Frontier records reflect that Mr. was only billed for the installation once and the fee appeared on the February 10, 2020 billing statement. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations
I had Internet Service with Frontier Communications for over 6 years. Starting in 2013 and ending in 2019. I cancelled the Service approximately June 2019 after 6 years. I for my service in full and they sent me a Bill for $109 early termination fee and said they charge the fee if you cancel prior to 2 years of service. They told me I changed my service in 2017 and my 2 year contract started over, which is not true. I never agreed to or asked them to change my service from the time I started it. I told them I had the service 6 years and I was well over the 2 years and they still charged me. I called back again and asked customer service to provide me more information and they disconnected my call. They reported me to a collections agency and this is now on my credit report as a bad debt. I want a full credit of $109 on my account and for them to send me a letter in writting that they will withdrawl this from the collection agency that they filed this with ***9 ) and removed from my credit report.
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. advises that her account was automatically renewed
without her approval.Ms. advises that Frontier improperly
charged her an early termination fee.Frontier has investigated the above
statements and offers the following response:Frontier advises that Ms.’s
account was set up to automatically renew every two years in December, as
stated on her monthly bills. Frontier
offers this automatic renewal service as a courtesy in order to allow our
customers to continue to receive monthly credits and discounts. Frontier lists the contract dates and the automatic
renewal policy on each monthly invoice. Customers do have the option of cancelling their automatic renewal prior
to the contract end date. Frontier advises that per their terms of
service, if a term agreement has not been fulfilled, an early termination fee is
charged. Ms.’s term was set to
expire on December 2, 2019, but the service was cancelled effective July 2,
2019. Therefore, the early termination
fee is a valid and sustainable charge.Frontier spoke with Ms. on March
18, 2020 and advised her of the above information. 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.
Revdex.com:
It was never disclosed to me that this company auto renewed my account at any time I have never agreed to any such auto renewal. I want a full credit of $109.99 and for it to be removed from the collection service and taken off of my credit.
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
Thank you for referring the rebuttal of *** to our office for review. We
appreciate Ms. bringing this matter to our attention.The Rebuttal states that:Ms. advises that her account was automatically renewed
without her approval.Ms. advises that she is disputing the early termination fee
that was charged by Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises that Ms.’s
account had been set up to automatically renew every two years in December, as
stated on her monthly bills. The
automatic renewal had been in place since she first set up service with
Frontier in December 2013.Frontier advises that the automatic
renewal service is offered as a courtesy in order to allow our customers to
continue to receive monthly credits and discounts. Frontier lists the contract dates and the
automatic renewal policy on each monthly invoice. Customers do have the option of cancelling
their automatic renewal prior to the contract end date. Frontier advises that per their terms of
service, if a term agreement has not been fulfilled, an early termination fee is
charged. Ms.’s term was set to
expire on December 2, 2019, but the service was cancelled effective July 2,
2019. Therefore, the early termination
fee is a valid charge and is sustained.Frontier advises that their position
remains the same as there has been no additional information provided that
warrants a deviation from the original resolution.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of the
above matter.
I canceled fronrier communications service over 3 months ago, They are continuing to take money out of my checking account monthly. I have contacted them many times and they say this is resolved but has not been resolved. Its going on the fourth month in which I have another internet provider.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.The Complaint states that: ***
canceled the Frontier service over three
months ago and is still being charged for it after calling to cancel auto pay.Frontier has investigated the above statements and
offers the following response:***
contacted Frontier on 12/5/19 Order placed for a transfer of service which was
completed on 12/11/19.***
contacted Frontier on 2/29/20 to cancel service. Per Frontiers term of service all
billing will go through the end of the current cycle. In this case it would be
a date of 3/16/20Frontier was able to
locate a contact on 1/24/19 to cancel service which would have billed until
2/16/20. Due to this contact Frontier will adjust the billing from 2/17/20 – 3/16/20
in a total credit amount of $77.19.Frontier will issue a
refund onto a *** Refund Card which may take up to 4 weeks to process.Frontier attempted to
contact *** in regards to the above issue and was unable to contact.
Left Voice Mail with direct contact information.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.Tell us why here...
I ordered internet services. Paid a $75 installation fee. When I called regarding a bill a gentleman made a comment about how I live in New York and should not have been charged $75 and adjusted my bill. After serious lag in the service after several months of service. I called to upgrade to a higher speed which ironically was cheaper then what I was paying! They informed me there was ANOTHER $75 installation fee. I said I’m in New York and you should not be charging me that. They said to have it installed and call the company. I did. The girl said oh yes I see it in your notes. Put me on hold cane back and gave me a confirmation number. I asked what my new balance was. She said $93.30 I ask to pay $50. She took that payment and and gave me a conf. Number for that. Leading me to believe that I was credited the 75 and my new balance left was 43. I called to pay and that was not the case. Called and spoke with supervisor aiden. After getting nowhere I asked him to pull the call and he would clearly hear that I was led to believe it was credited. He said it would take awhile and would call me back. Week later I call and speak with supervisor Daniel. He said aiden was working on it and gave me a 22. Credit in the meantime. Now 4 weeks after first conversation with aiden I call and the girl supervisor says the girl who I first spoke with lied AND aiden also lied as I was not going to get a call back!?? I have been waiting 4 weeks for a call I was not going to receive!?? Horrible customer service
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 of being charged $75.00, for a Technician Installation, on October
17, 2019 and February 7, 2020, when the internet was upgraded.Ms.
*** advises there should only be a $39.00 Technician Installation
charge.Frontier has investigated the above
statements and offers the following response:Frontier advises Ms.
was charged a $75.00 on October 17, 2019 for a Technician Installation with the
initial installation of services.Frontier advises a credit,
in the amount of $38.79, was applied to Ms.’s account for the over charge
and appeared on the November 7, 2019 statement.Frontier advises Ms.
was charged $75.00 for a Technician internet upgrade, on the February 7, 2020
statement.Frontier advises a credit,
in the amount of $36.00, was applied to Ms.’s account and should appear
in one or two bill cycles.Frontier advises an out of
service credit, in the amount of $2.79, was applied to Ms.’s account and
should appear in one or two bill cycles.Frontier spoke with Ms.
*** 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 Ms. may
have experienced due to the above matter.
We cancelled Frontier Communications by phone on March 1, 2020. I was told by the representative to disregard the 2nd bill in March since we don't have their service any more. She said just pay the $116.12 bill and disregard the 2nd bill of $116.12. She said there would be a $9.95 fee for processing equipment return. My wife returned the router equipment to their office on March 3, 2020. I checked on line today, March 17, 2020 and I have a bill for $241.24. The C.S. representative that I spoke with at 5:10pm said I was told wrong information and there is nothing they can do. She even admitted that they document all calls and she saw that I was told "wrong information." She said I have to pay the full amount. I am supposed to pay for internet service I no longer have for the entire month of March. ( We already returned the equipment & moved to another home - current address I gave you.) I demanded to speak with a manager. She said: "The Manager would only tell me the same thing." I demanded to speak with a manager. She got back on the phone and said there were "5 people waiting and you would be on hold for an hour and a half." They also were supposed to call me back for a phone survey, but never did. Charging someone for services not rendered is fraud. I also
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 of contacting Frontier on March 1, 2020 to disconnect
the Frontier services.Mr.
*** advises of being told to disregard the March 2, 2020 statement
charges. Mr.
*** advises of returning Frontier equipment on March 3, 2020.Frontier has investigated the above
statements and offers the following response:Frontier advises a
disconnect order was generated on March 2, 2020, the date Mr.’s
March statement cycled, as the system does not process orders on Saturday’s or
Sunday’s. Frontier advises the
equipment was returned to Frontier on March 3, 2020.Frontier advises the March
2, 2020 statement cycled with a current balance due of $241.24, the past due
balance of $116.12 from the February 2, 2020 and the current balance due of
$125.12 for the March 2, 2020 charges.Frontier advises a credit,
in the amount of $125.12 had been applied to Mr.’s account and
should appear in one or two bill cycles.Frontier advises the current
balance due on the account is $116.12 for the charges on the February 2, 2020
statement.Frontier advises Mr.
*** will be charged a $9.99 Residential Broadband Processing Fee when
the April 2, 2020 statement cycles.Frontier spoke with 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 due to 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
In February, we inquired about upgrading our internet from 150/150 to 500/500. We did this inquiry by the chat feature on the website. We were quoted $60 a month for 500/500 but when we received the confirmation email, the price was well over that. We immediately called back that day and asked for clarification. We were told the chat representative quoted us the wrong price and they were not willing to honor the price they quoted us. After being on the phone for 3 hours, a supervisor said she would put us back to our original 150/150, including our $20 a month promo discount and also include a $100 bill credit. She also stated a director above her would call us back in 24 hours. That never happened. That was on February 20th. On March 5th, we called back in because no credits were shown and that rep said he would send an alert to the promotions team. That never happened. Here we are on March 17th, been on the phone with frontier for over 2 hours and a supervisor is refusing to take the call. She claims she will call us back in 48 hours. The rep we have right now is being very patient and trying her best but unfortunately our situation is out of her hands. For a supervisors to refuse to take a customers call is blasphemy.
Thank you for referring the
complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.The Complaint states that:Ms. states that when she was misquoted for an upgrade to 500/500, she was advised that she would receive a $100.00 credit. Ms. states when she did not receive the credit, she contacted Frontier and requested to speak with a supervisor. However, a supervisor has never contacted her.Frontier has investigated the above
statements and offers the following response:Frontier records show that Ms. contacted Frontier on February 18, 2020 and upgraded her Frontier Internet service from 150/150 Mbps to 500/500 Mbps. Frontier records show that Ms. contacted Frontier on February 18, 2020 to advise that she had been misquoted and requested to downgrade the Frontier services from the 500/500 Mbps back to the original 150/150 Mbps. Frontier records show that when the original upgrade order was placed, the order disqualified the active promotion that was providing a $20.00 monthly credit through August 20, 2020. Frontier advises that the original promotion was no longer an active promotion and the specific promotion was no longer available to provide the original monthly credit. Frontier has issued a total of $93.44 in credits to resolve the billing issue. Frontier records show that Ms. contacted Frontier on March 22, 2020 and requested to upgrade the Frontier Internet from 150/150 Mbps to 500/500 Mbps. Ms. was provided a correct quote for the service. The upgrade order is scheduled to post on March 25, 2020. We regret any inconvenience that Donna
*** may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
If it was possible to give them 0 stars I would. I have never had a good experience with Frontier. Calling them is a nightmare. Wait times are impossible and staff is poorly trained. This business should be fined or penalized for extreme stupidity and neglect.
For the past 3 years, we have called and complained about the internet speed promised. Each customer service person is somehow an expert, and PROMISES this will fix the situation. First it was unfinished construction, then a cable issue, then a box issue and now a new modem, PROMISED to fix the speed. We contracted for 6 MBPS and are lucky if we get 1.8. The internet constantly goes out, we are constantly rebooting the modem and our patience has come to an end. Their scripted conversations and fake apologies are worthless and make matters worse. We are extremely limited on internet providers at our location and have only 1 other provider who is the same and/or worse
April 10, 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 a
promised internet speed of 6 Mbps that he’s not receiving. Our records indicate Mr. is subscribed to Simply
Broadband Max, which offers up to 6 Mbps internet speed. The 6.0M speed is the maximum available speed
at this residence. Frontier’s terms of
service specifically state, “The high-end of the speed range in a Service tier
represents the potential wired maximum speed capability in that Service tier,
but is not a statement, representation or guarantee of the maximum speed you
will receive”. The speed is up to 6M,
which means 6M is not a guaranteed speed at all times. Upon receipt of this complaint, the matter was escalated,
and it was confirmed Mr.’s internet service is set to 6Mbps. Technical Support attempted to reach Mr.
*** multiple times but were unsuccessful. Should Mr. require additional assistance, please call .We sincerely apologize for the inconvenience this matter has
caused. Should Mr. wish to discuss
this complaint further, I can be reached at EXT 111-3143.Thank you,Felicia T.Executive Customer RelationsFRONTIER COMMUNICATIONS
Account # ***.2
Frontier is charging for service for a month after I moved from the apartment and had it canceled as it did not have live service when I left they are also changing a whole month for only about 5 days of live service before I cancelled
To explain frontier is claiming my service ended in July 30th 2018 when I moved out of the apartment on June 29 2018 and when I checked on June 29 2018 the day I moved I had no live service coming to my house I called on June 25th 2018 to cancel originally. Addionally my billing cycle was on June 20 2018 and they are claiming I have to pay a full month for the 5 days of service from June 20th 2018 to June 25th 2018.
Please see the attached response.
I have been working with FRONTIER for over a year regarding services issues. Our wi-fi is down more then it is up. We were told a service tech had to come out and they could fix it and issue a credit. Once a tech finally arrived, after we called him directly, he told us that techs are not able to issue credit. Another lie from FRONTIER. No less than 5 times a tech was scheduled and never came. I have documentation of all the calls I have made, time I have spent on hold, scheduled tech times, and much more. Every time I call FRONTIER to resolve the situation I am placed on hold, my call is transferred, my call is dropped, I am hung up on, I am given different information each time. It is very clear that FRONTIER is in some type of trouble and not willing to work with their customers. Today FRONTIER cut off our phone and wi-if service. In the middle of the corona virus situation we were left with no phone service or wi-if. We have a college student home and we was not able to send via e-mail a video that needed to be submitted for a potential job. This loss of wi-if could cost him a job. I submitted a full payment FRONTIER claimed they didn’t receive it. How could they, our wi-fi was down. I have been making partial payment all along in hope we could work with FRONTIER to settle the issue of credit for all our down time. I have now paid our bill in full. FRONTIER has done NOTHING to help resolve the situation. I tried calling regarding the situation and FRONTIER blocked our cell phone numbers so we could not even get in touch with them. Thankfully our son was home and we could use his phone to contact them. Our son has potentially lost a job after college graduation since his information did not send by the deadline due to FRONTIER shutting off our service. Many companies in our area are offering free wi-if to students. Unfortunately FRONTIER is the only provider in our area and they choose to shut off our service. In these uncertain times having our phone shut off and our wi-if creates a lot of potential for dangerous situations. FRONTIER has not provided us constant service for over a year, we have always made partial payments and have now paid them in full. The dangerous situation they created for our family is unacceptable. I would like full credit for all the time we have been down. I want a guarantee from FRONTIER that this will never happen again.
Thank you for referring the complaint of
*** to our office for review. We appreciate Mrs. bringing this matter to our attention.The Complaint states that:Mrs. advises that she has been experiencing ongoing connectivity
issues with her internet service from Frontier.Mrs. advises that Frontier needs to adjust her bill based on the
time that her service had been out.Frontier has investigated the above
statements and offers the following response:Frontier advises that internet speeds
and connectivity are based on multiple variables including: limitations of the
computer, wiring inside the home, time of day, high internet usage during peak
periods, among other things.Frontier advises that Wi-Fi network
congestion could be affecting internet service connectivity. Frontier advises that plugging devices
directly into the router through a wired connection should address this issue.Frontier advises that it is continually
working to improve its network and its customers’ experience; however, Frontier
has no specific plans for upgrades in Mrs.’s area at this time, given
that many factors could impact the timing of an upgrade. Frontier advises that a billing
adjustment has been issued based on the days that the customer was out of
service, as documented in the memos on the repair tickets.Frontier spoke with Mrs. on April
9, 2020 and advised her of the above information. Frontier will follow up to ensure that credits
are issued for any subsequent outages tickets, and Mrs. has direct
contact information for Frontier.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.
when I first have frontier service 16th month ago, no contract, no early termination fee,
after 1 year later, without my known, my monthly bill is go up & too high compare to others about $30 to $40.00 higher.
jan 2020, called customer service, she offer same monthly payment ($147.00~$149.00) what I use to paid last 1yrs. in future i'll have same monthly bill (still $10.00 more expense then others). I agreed it.
but next month(feb ), my bill higher again, called feb-12, we talk long, but bottom line is I have to paid more( they say they send email to me to explain, which is never know), anyway I told them you can keep I it same bill, I have to change right away , so I can save. they didn't said anything about monthly term
feb-13,called let them know cancelled all service , I ask equipment return box. but, she tried to offer a lot better deal then other I toll her it is to late, I disconnected.and they already knew it. can't change it at all.
waiting for a week for my closinglast bill & return box, I don't get it.
feb 20. called ask for last bill & return bill. lady said I will get it.
called again feb21. my term is feb 27, I have to paid feb bill, I ask her, what term?( no one tell me about term, even when I called a day before) & frontier already knew disconnected feb13, anyway she toll me to paid feb bill then they will refund different, so I paid same day
mar 6. finally. I get return box & I mail it back same day
mar-11 received new bill, no refund from last month, instead bill me $10.81 more.
called frontier, ask about my bill, and answer was every month turm is 27th. which is no one told me that. if I knew it I will wait till 27th. I tried explain what happen with my monthly bill, last couple month I been called what there answer was.
I called so many time just jan,feb itself, all those time my questions is same tried low my bill. but every time I called I need speak to different person and heard different answer no collect information or clear explanation.
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 charged after he
terminated Frontier services.Frontier has investigated the
above statements and offers the following response:Frontier advises that prior to
termination, Mr. was billed (and thus incurred charges) through the end
of his billing cycle. Mr. was eligible to continue receiving Frontier services
through the end of that billing cycle. Frontier advised that we have waived an
early termination fee as a customer courtesy.Frontier advised there is a final balance
due currently of $10.81.Frontier spoke with Mr. and advised him of the above information
on March 17, 2020.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.
Regards,
*** frontier mr. rick called, he said they can offer better deal for my monthly bill, but I already change new service. yes I did I give them to last chance a day before(feb 12). they knew since jan 12. that's why they lower once.
another thing, way he talk. expecting me to understand that there employ din't let me know things like billing cycle (find out while I waiting for return box), 1 year after 2nd year contract. and since they have full month payment from me ( they said will payback 1/2 of it. but, on march because billing cycle they can,t payback), since they can payback money back, at least he can help me to get early termination fee from new company, he said they didn't charge for it, so he can't do.
well then what about they said, i'll get money back? do they lie? jan12.when I complain about my bill gone up. she settle with my monthly bill a little lower for another year, but following month bill go up, they change it again!
frontier. service price all ways up & down, they only thinking today's profit. they did 3~4 yaers ago, they still do. let costomer get less information & a plausible excuse. so, blame on costumer! like we should know it everything head a time.
they don't have mtnd of future, tomorrow. I loss $80.00 today, how much will be others? and you?
Thank you for referring the
complaint of Mr. *** to our office for review. We appreciate Mr. Obrien
bringing this matter to our attention.The Complaint states that:Mr. advises he was charged after he
terminated Frontier services.Frontier has investigated the
above statements and offers the following response:Frontier advises that prior to
termination, Mr. was billed (and thus incurred charges) through the end
of his billing cycle. Mr. was eligible to continue receiving Frontier services
through the end of that billing cycle. Frontier advised that we have waived an
early termination fee as a customer courtesy.Frontier advised there is a final balance
due currently of $10.81.Frontier’s position remains the same as there has been no
additional information provided that warrants a deviation from the original
resolution.Frontier spoke with Mr. and advised him of the above information
on March 23, 2020.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.
Hello, I was calling at 4:42pm to find out about my bill and account. To my knowledge I made a good amount of payments but to my surprise, I owe more. I just wanted to find out the breakdown and know why it's so high if I made some payments. With that being said, I was talking to a rep named James. James wasn't very helpful but unfortunately that is only a part of the problem with this complaint. I asked for a breakdown and how the billing system is, it's a bit confusing. James was arguing and was going back and fourth. After being on the call for about 2 hours my brother got on call and was trying to get a break down a little more to help understand what I didn't get since he worked with call centers for cable providers, after some time of going back and fourth, the rep James (ID ***)was putting us on mute every once in a while and then said "these people aren't listening to a gotdamn word i'm saying" (i assume he forgot to put the call on mute). At about 6:38pm he put me on mute and once my brother advised that he probably put us on mute so we can hang up, we heard the music to indicate you're on hold and then transferred to a machine. I asked to talk to a rep from the machine at 6:43 at ended up talking to a maria at 6:55pm and advised the situation and asked to talk to a supervisor at 6:57 in which I got transferred shortly after and waited till 7:07pm and the call ended.
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. advises that she has a billing discrepancy with Frontier.Ms. advises that she is unhappy with the service she receives
when she calls customer service.Frontier has investigated the above
statements and offers the following response:Frontier advises that after a thorough
review of Ms.’s billing and payment history, it was confirmed that her
balance is correct.Frontier apologizes to Ms. for
her customer service experience. Frontier is working on opportunities to alleviate customer frustration
related to customer support.Frontier spoke with Ms. on March
19, 2020 and discussed the above information. Frontier will follow up with Ms. after
the start of her next billing cycle to review her account and advise her if any
new promotions become available. She has
direct contact information for Frontier.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.
On 3/15/2020 our WiFi went out. This has been an ongoing issue with Frontier but this particular time was an extra hardship since we are told to stay at home due to social distancing in regards to the coronavirus.
I called Frontier at 11:33 AM and was on the phone for 42 minutes. I was a told a ticket would be made and I would receive a call back regarding the time the technician would come to my house. I never received a call back.
I called back at 1:43 PM and I was on the phone for 54 minutes. I was told that the manager had expedited my technician requests and I would hear from the technician regarding the time by the end of the day, I never heard.
My husband called today and was on the phone for over an hour. Every person refused to give him a time for the tech service and the last person he spoke to said it would be Thursday but that there was no time provided. When my husband asked to speak to his administrator he replied " we do not do that here".
We still have no time or projected date for the repair and we are still being charged because they do not refund our bill until a technician comes to our house.
Last month when I scheduled for the technician to come out on a different case he never showed and I took the day off of work. I called to speak to someone and was passed around to four people and ended up figuring out the fix myself. No one ever followed up. I was not refunded.
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 her data service with Frontier needs repair.Frontier has reviewed the above
statements and offers the following response:Frontier spoke with Mr. ***
on March 17, 2020 and confirmed that the service was repaired yesterday March
16, 2020. Frontier reviewed the account for
time out of service credit issues and issued a credit of $6.69 for the February
issues experienced.Frontier records show the March
repair was repaired the same day reported and is not able to issue time out of service
credit for an issue that lasts less than 24 hours.Ms. has direct information to
reach this office if she needs additional assistance with this issue.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
Worst customer service I have ever experienced in a relatively long life. 45 minutes on an on-line customer service chat. That's after trying to navigate and wait out the phone menu tree. Scheduled a tech to come to the house withing a 4-hour window. Never confirmed. Never showed. Another 20 minutes on the phone and the guy finds the work order shows compltete. Tried to reschedule, Had to wait 45 minutes for a call back. That episode took 10 more minutes We'll see they show this time. This company has horrible customoer communication systems, especially for a "communications" company.
Since Frontier took over service I have called multiple times to have them fix my declining service. I upgraded to their better service and pay more money to get quality internet. My service constantly drops and fluctuates with the worst quality of service. They are the only service we are provided in my area and feel they are not providing proper service that is being paid for. For the many years I have been with them trying to work it out, they keep telling me I need to upgrade service. All new lines, boxes, and upgraded service and still have below quality internet. The more I pay and call to complain, the worse my service gets. All my neighbors are having the same problems with this internet provider with no resolve in sight. This has been going on for years and I am tired of the problems not being resolved for the high prices being paid.
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 he experiences intermittent internet connectivity issues. Frontier has investigated the above statement
and offers the following response:This matter was referred to Frontier technical support. Line tests have not determined a cause for the internet issues. A trouble ticket has been initiated and a technician is scheduled to be dispatched to the premise on March 30, 2020. Details from the tech visit will be provided
as soon as they are available. 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
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.
This is still an on going matter that has not been resolved. I will contact you when I am satisfied with the service I am contracted with.
Regards
Since December of 2019 we have had ongoing issues with billing of Frontier Communications. They have charged us numerous times for charges of equipment installation that was not added to our existing services. Frontier communications to continue to make changes to our current services that interfere with our speeds. They have promised numerous times to refund funds to our checking account for charges that were billed to us for non-existent services that were installed. The technicians that came to our house called the customer service department told them there were no equipment charges. I spoke to Nicole @ Frontier Communications who verified with me the charges would be refunded and normal monthly charges would apply to our account. Nicole guaranteed with me the funds would be placed back into our financial checking account. As of today March 15, 2020 they have not replaced the funds, and have overcharged our account again. I have made several attempts to have this resolved with Frontier Communications, and it is still not resolved and I am unable to reach a United States agent to discuss this account again. Charges of $239.90 have been applied to our account for equipment that has not been installed. Monthly billing should be $62.70/monthly.
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: Ms. that she was billed for equipment installation charges for services that was not added.Ms. that she was to receive a refund to her checking account.Frontier has investigated the above statements and offers the
following response:Frontier that Ms. was billed in error for install charges on her January, February and March statements. Frontier advises that credit has been issued for the charges which $89.09 reflected on her February statement.Additional credit was issued in the amount of $259.05. Please allow 1-2 bill cycles for the credit to reflect on the customer’s bill statement.Frontier advise that Ms. currently have a credit balance of $106.65.Frontier advise that a refund of $89.09 to refunded to customer on February 3, 2020.Frontier representative has spoken to Ms. and advised of the above 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.Frontier Specialist:
Tocoma K. Department:
General Manager
They agreed to install Fios internet in my home. Upon arrival, they installed DSL internet saying that Fios is not in my area. I did not choose that. The internet was so slow and kept buffering while my kids were wanting to watch a *** video. I was unaware it was DSL. I had it on for an hour and turned it off and took it back. Now I am being forced to pay an installation fee on a product I did not choose.
Nature of
Complaint: They agreed to install Fios internet in my home. Upon arrival,
they installed DSL internet saying that Fios is not in my area. I did not
choose that. The internet was so slow and kept buffering while my kids were
wanting to watch a *** video. I was unaware it was DSL. I had it on for an
hour and turned it off and took it back. Now I am being forced to pay an
installation fee on a product I did not choose.Requested
Resolution: Correction to a credit report ...I want this off my credit
report and I am not paying the $141 installation fee on a service I did not
want.Ms. established Frontier service on April 18,
2019. She called on April 22, 2019 to
have service disconnected and it was completely disconnected service on May 10,
2019.The current balance on the final account is $141.86. The
charges are for services billed from April 18, 2019 – May 17, 2019 totaling
$130.53 plus $11.34 for disconnecting the Broadband service.Ms *** was billed the charges for the full month due
to the request being made after the start of the billing cycle.The account was reviewed, and it was found that the charges
are valid. Ms. had the service
installed and they were used at her address.The account was written off on September 20, 2019.Per From Collections, Ms. will need to speak
with a Supervisor at the outside collection agency because
the outside collection agency has not contacted Frontier.This is Frontier’s final disposition on the concern
mentioned above. 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.
It all started when I was told I could downgrade my current package. I was sold a package that did not exist. The cable man never showed up to install new service or pick up the current service hardware. So then I called to find out I am on a waiting list for a internet upgrade? Then they disconnected the current service while I'm still waiting on a new package. I was specifically told that the cable guy would cut they cable and hook up the new service on the same day. So we would not have any downtime. I called in now to find out that package was void, that it doesn't exist. The employee lied to me they're saying now. Now they are admitting they customer service lied. So then, I end up with another customer service rep named Kelly M I have emails. She started to get the cancelled internet package back running, The package bundle they disconnected for a made up one. Now we are back to square one, but the bill is super high. Then they claim they will credit the account, and new cable guy will show up and pick up the old equipment and install the new account. Keep mind now I have two accounts running under my name. Then the guy never shows again. Keep in mind I'm still getting billed. Then I end up having to disconnect the cable all together. Then buy a whole new package. They never help me resolve the fake package they just want me to pay their mistakes. I was told I would get something they didn't have. Just to have my current cable disconnected 14 days after just paying the bill on time. I would of never tried to to do anything in regards of the account if I knew I had to go on a waiting list for some a packaged bundle they didn't even have. I feel bamboozled and hoodwinked.
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: Ms. is disputing her bill for services from Frontier.Frontier has investigated the above statements and offers the
following response:Frontier advises that on July 28, 2019, Ms. cancelled her account with Frontier.Frontier advises that Ms. placed order for new services on July 28, 2019. On August 5, 2019, Frontier representative spoke to Ms. advised that her internet speed would be 100/100. Frontier records reflect that services were installed at Ms. location on August 6, 2019. Frontier records reflect that Ms. services was suspend for non-pay as of January 23, 2020.Frontier advise that services was provided to the customer and the charges are valid. No credit is warrantied. Frontier representative has spoken to Ms. and advised of the above information. We trust that this information
will assist you in closing this complaint. We apologize for any inconvenience that Mr.
has experienced as a result of the above matter.Frontier Specialist:
Tocoma K. Department:
General Manager