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 have already made complaint against Frontier Communications last time when I closed my 3 accounts for my 3 offices. At the time of closing my 3 accounts, Frontier already charged me 492$ as a an early Termination Fees. After, I PAID the early Termination fees, I was informed by Frontier Communications that all my 3 accounts have no balance.
Now, I am receiving the calls from a Collection Agency--"First Choice Collection Agency" and this Collection agency is claiming that they are trying to collect 179.50$ on the account number for the ACCOUNT Number-that I had with Frontier and my Office Location address is *** for this account.
I called Frontier last week and, Frontier Customer Service told me that I don't have any outstanding balance on the account number .
People who calls from the First Collection Agency are very rude and my office is a Doctor's office and it is embarrassing to receive these calls.
Frontier has told me multiple times that I don't have any outstanding balance as I already closed my accounts and everything was paid off. Now, from no where after few months I am receiving calls from the Collection agency.
Frontier is doing lot of un-ethical services here to charge customers, when Account has closed and everything paid off.
I have spoken with Frontier Communication Representative--Chantel (ID number-***) on November 13,2019 and she told me that all accounts have been closed and there is no outstanding charges on any accounts.
Frontier Communications Thank you for referring the complaint of *** to our office
for review. We appreciate Mr. bringing
this matter to our attention.The Complaint states that: Mr. states he closed several
business accounts with Frontier and paid all balances off. Mr. states he
is receiving calls from an outside collections agency name First Choice trying
to collect $179.50 after he has been told by several Frontier billing agents
his accounts has been closed and everything is paid off. Frontier has investigated the above statements and offers the
following response: Frontier advised Mr. all business accounts were
closed.Frontier advised Mr. business account number ***
has an outstanding balance of $179.50.We regret any inconvenience that Mr. may have experienced as a result of the above matterWe trust that this information will
assist you in closing this complaint. Frontier Specialist:
Monique Department:Office
Of The PresidentTelephone
Number: Ext.
I received correspondence from Frontier regarding a returned payment. The payment was a duplicate payment made on February 18, 2020. I received notification from my bank and completed the necessary paperwork to have the funds returned to my account. The first payment confirmation *** and the second confirmation ***. The online payment process did not have any system edits to indicate a payment was already scheduled for the same amount for the same account.
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 when she scheduled a one-time payment with
Frontier, the payment ended up going through twice, which resulted in her
incurring a returned payment fee. Ms. advises that she was able to get the extra payment
returned to her bank account but would like Frontier to waive the $30.00 returned
payment fee.Frontier has investigated the above
statements and offers the following response:Frontier advises that customers who
scheduled online payments by using the Frontier app do not receive an alert
when a duplicate payment is about to be submitted, although customers do have
the capability of modifying the amount of a payment already scheduled but not
posted. Frontier advises that they were unable
to determine how two payments ended up getting scheduled. As a one-time courtesy, a $30.00 credit has
been issued to Ms.’ account. Frontier spoke with Ms. on March
16, 2020 and advised her of the credit, which she accepted. Frontier provided her with direct contact
information to ensure that her next payment doesn’t get scheduled twice. 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
While planting a tomato plant in my yard I cut the drop line for our internet.
The line was supposed to run along the side of my home as I directed the installers to do so I would know where it was. Well, they did not follow my direction which I found out while planting my tomato plant. So I reported the cut to Frontier Comm via phone. After 2 weeks passing and a second call a field supervisor arrived to survey the issue. He stated he would have to get a repairman out to repair the said drop line. Another week passed and the supervisor and a tech showed up to look at the cut drop. The tech advised he did not have any of the needed tools with him so he would have to come back at a later date to repair the cut line. Another week passed and the tech came out and wired two wires together to get the service working but left the cat wire sticking up out of the ground stateing he would have to come back later with a shovel to bury it. After another week the tech returned while we were not home and buried said line at some point. I work for the government and install Cat3 and Cat5 wire at the institution I work for. And I know repairing two wires is not a major ordeal to accomplish. And now I know I should have just made the repair myself without calling the company. But I figured it was their property so I should just let them make any needed repairs. Then I recieved a repair bill for over $700.00 at first. Then when speaking with a lady who called she asked me what I felt the repair was worth. I told her even tho it took 6 weeks plus to complete the repair I felt it was worth no more than $50.00 to $100.00 for the service call and the 15 minutes max it takes to make the reconnection. She stated she could not adjust the bill that low due to all the wire that had to be replaced. I advised her there was no wire used to make the repair but rather to just reconnect two small wires that were cut when I planted my tomato plant. She advised me to contact the field supervisor and speak with him about the charges and maybe he readjust the repair cost. After several phone call's and speaking with numerous sales person's no body could get em in contact with the field supervisor or the tech that came to my residence and made the repair. So I have no way of proving this repair was very minimal and I should not be charged such and exhorbant amount for the repair. Now I am being sent bills from CMR Claims Departmemt for the amount of $653.27 for this line repair by the Frontier Comm tech. After speaking with a reresenative from CMR Claims Managment Services they advised they could lower the cost to $350.00 to settle the repair work that was done but no lower. I advised this person this was a ridiculous over charge and I felt I was being taken advantage of. The lady I was speaking with advised it was the technician who was pushing these charges for the repair work that was done. I asked her for contact information for the technician and she stated she did not have any way of contacting him either.
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 received a bill of $653.27 from CMR Claims Department for a Frontier line that was damaged due to gardening.Mr. is disputing these charges.Frontier has investigated the above statements and offers the
following response:Frontier advises that after review it's been determined that the charges of $653.27 for the line repair will be adjusted to zero.Frontier spoke to Mr. on March 24, 2020 and explained the information above. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of the
above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Frontier is the ONLY internet option available in my rural area. They refuse to fix the 60 year old phone cable running from the road to my home. The internet drops 100's of times per day, 5 techs have came to fix the problem they all acknowledge the lines are bad but they just keep replacing the router. I only get 4-5 MB speeds and I am willing to pay much more to get 50 MB speed. I am willing to pay for for fiber but they refuse to run fiber cable to my rural area. I had better Internet 15 years ago than I do now.
I called the toll free customer service phone number to set up internet service to start on Nov 7, 2019. After the technician completed the job of installing new Frontier Fios service he assured me everything was up and running as normal. I attempted to connect multiple smart devices to my internet both WiFi and Ethernet cable and was not receiving the correct internet speed that I ordered. After calling Frontier Fios technical support and explaining the situation the representative on the phone explained to me that they could send a technician back out to correct the problem but Frontier Fios next available appointment date was one week therefore I would have to wait. I explained to them that I just had service install that day and I am experiencing intermittent internet and at times no internet. The representative told me that there was nothing that they could do so I told them to just cancel my service. The representative transferred me to account support and the representative that was handling my request to cancel explained that I would still be charged the equipment and installation charge of $94, which I said ok. I later received a bill from Frontier Communications for $140.37, which was for a billing of Nov 7th until December. I called and explained this bill and how I cancelled the service the same day as installation and the representative said that they would get this balance resolved but it would take a few business days. I later then revived another bill for $140.37 and called them and again the same situation of it will be resolved without having to pay. Again, another bill in the mail and at that time I took down the representatives information, which is Mike and his epl # is *** and this phone call was placed on 1/10/19 at 11:10 am eastern time. Mike places me on hold for several minutes and when returning he explained that my account is in review to be resolved and not have to pay. A month went by and I received another bill for $140.37 and again I called and this time the representative hung up on me after explaining how difficult and stressful the situation is trying to cancel the bill after being told that a Frontier Communications billing would delete it. I recently received another bill in the mail but this time it is from the Frontier Communications collections department explaining that I have to pay and failure to do so will result in further collections activity, which could lead to the need for a law office. I have not had contact with Frontier Communications verbally since January.
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 November 9, 2019, the same date
the service was installed, to disconnect the services.Mr.
*** advises of being charged for a full month of charges with the
November 9, 2019 statement.Frontier has investigated the above
statements and offers the following response:Frontier advises that, per Tariff,
we bill a minimum of thirty days upon the installation of Frontier services.Frontier advises Mr.
was charged $140.37 with the initial bill from Frontier on November 9, 2019.Frontier advises, as a
courtesy, Frontier credited $70.00, of the $140.37, leaving Mr. with a
balance due of $70.37.Frontier reach out to speak
with Mr., though telephone and email, to advise of the above
information, on multiple occasions, without success.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.
This is not the first problem I have had with this company however I am just tired of being screwed over by this company. I have only been with this company for two months now and this is about my fifth time of having issues. It started when they ran my credit twice as shown on my credit report within just days of each other due to another representative wanting or stealing my account from another representative. They work for the same company but they said I have to have it ran again if I want service. This is the only service available where I live. This time I am not signed up for paperless billing which they confirmed but they have not sent me a bill so I called in to find out why and they have no idea but paying over the phone they want to charge me $10 extra. This is not about the money it’s about what’s right. They know they messed up by not sending me the bill but they will not dismiss the $10 charge. I asked to speak with a supervisor and they said can’t they are in a meeting then she hung up on me. I called back and directly asked to speak with a supervisor and they wanted to know exactly whir they would not let me. I would not tell them why but just needed to speak with one then they said well it will be a while. I’ve been on hold for over 30 minutes and still on hold. I have never made a report with the Revdex.com before as I have always been able to resolve my concerns on my own but I have had so many hues with this company that I felt this will be the only way to make changes. Of course then I looked them up with the Revdex.com and was shocked at what I read. How is a company like this still in business. I hope you can help. Their customer service is the worse I have ever seen.
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 Frontier informed her that she would be
charged a $10.00 fee for making her payment over the phone, even though
she has not received a bill from them.Ms. advises that Frontier needs to waive the $10.00 fee.Frontier has investigated the above
statements and offers the following response:Frontier advises that customers have the
option of paying online at no charge.Frontier advises that the $10.00 fee for
making a payment over the phone is a valid charge.Frontier has been unsuccessful
at reaching Ms. via telephone or email after multiple attempts. 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.
Subscribed for DSL internet service from frontier for their sticker price of $32/mo. Well, the actual bill came to $69, after all bogus fees I never heard (not only for the first month but as a regular amount). Called customer service, the lady suggested if I didn't like the bill I could discontinue the service. I asked about the termination fee and she reassured there was none. I paid for the first month and guess what. I got another bill totaling $147 for early termination. I called customer service, but they wouldn't believe me. The earlier customer service told me there was no termination fee. In hindsight, probably I should have recorded that phone conversation to prove.
I denied to pay and they sent the amount to collection. Collection called me and I explained to them the situation and disputed the amount charges. They asked me to get it fixed with Frontier. I called again but no help. Well, now my credit score is 130 points down. Frontier is the most fraud company I ever had to deal with. I am still regretting signing up with Frontier in the first place. I am a person who is very hesitant to give anyone a negative review, but they literally ripped me by destroying my credit score, so I had to warn other people.
This com po any wants to not cancel my service today on 3/13/2020 and says they cannot cancel until 3/16/2020 or 3/27/2020 and is going to charge me $9.99 for disconnecting the service because they are in a restructuring program for bankruptcy
Thank you for referring the complaint of
Mr. *** to our office for review. We appreciate Mr. for bringing
this matter to our attention.According to the complaint: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.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. No
partial month credits or refunds will be provided for services previously
billed.Frontier
advises there is a fee of $9.99 when a customer discontinues broadband service.Frontier
advises on each billing statement the following notice is provided: Upon
termination of service, you must return equipment owned by Frontier.Frontier
attempted to speak to Mr. but was unsuccessful. Frontier communicated the above information
and provided direct contact information via phone message. 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 SET UP AN APPT WITH FRONTIER AND JUST CANCELLED THE APPT. NO PHONE CALL. IVE CALLED 4 TIMES AND TWO SUPERVISORS HAVE DROPPED THE CALL. I JUST WANT TO SET UP SERVICE AT AN AGREE DAY AND TIME. THEY KEEP CANCELING AND HANGING UP THE PHONE.
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 Frontier missed a scheduled
appointment for an installation of service.Frontier
has investigated the above statements and offers the following response:Frontier
advises that due to a service order error, Ms. ’s installation date was
delayed. Frontier
advises that the installation of service was completed on March 16, 2020 for Ms.
***. Frontier
apologizes for the missed commitment experienced by Ms. . Frontier has
provided a missed commitment credit to Ms. ’s account. Frontier
spoke to Ms. *** on March 16, 2020.We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms.
has experienced as a result of the above matter.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 Frontier missed a scheduled
appointment for an installation of service.Frontier
has investigated the above statements and offers the following response:Frontier
advises that due to a service order error, Ms. ’s installation date was
delayed. Frontier
advises that the installation of service was completed on March 16, 2020 for Ms.
***. Frontier
apologizes for the missed commitment experienced by Ms. . Frontier has
provided a missed commitment credit to Ms. ’s account. Frontier
spoke to Ms. *** on March 16, 2020.We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms.
has experienced as a result of the above matter.
Exterior mounted ONT for FIOS service not working. Called customer service and was on the phone for almost an hour trouble shooting problem. Finally they said they would have to send a tech out to swap out ONT, but would not be able to get here until Monday the 16th. I called today on Friday! This is unacceptable to have to wait three days to get fixed. I remember when they would send a tech within 24 hours when it was ***. I pay top dollar for internet and tv service and expect a more timely service response. Very disappointed.
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 an extended due date for a trouble ticket.Frontier has investigated the above
statements and offers the following response:Frontier advises a trouble
ticket was generated, on March 13, 2020, for the downed Optical Network
Terminal (ONT), with a due date of March 16, 2020. Frontier advises Mr.
*** contacted Frontier, on March 13, 2020, and spoke with a
Supervisor. He was requesting a sooner
due date and, when it was not available, requested the due date to be changed
to March 19, 2020.Frontier advises Mr.
*** contacted Frontier, on March 18, 2020, requesting a technician to the
residence on this date.Frontier advises an out of
service credit, in the amount of $38.28, has been applied to Mr.’s
account and should appear in one or two bill cycles.Frontier reached out to
speak with Mr. to verify working services, via email and telephone, on
multiple occasions, without success. 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.
My home telephone number is unlisted with Frontier and I also have caller ID. On 3/12/20 I received a spoofing call using my number and requesting to speak with me by name. Clearly, Frontier is not protecting my account information.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr.
bringing this matter to our attention.The Complaint states that:Mr. states he is receiving Spoofing
calls. Frontier has investigated the above statements and offers the
following response:Frontier advises that
Mr. currently has a non-published number. Frontier believes Mr.
*** is a victim of Caller ID fraud, also known as “spoofing.” A caller is deliberately using Mr.’s
number to display Caller ID information when they are placing calls.Frontier, like other
carriers, has no way of determining how these telemarketers and other parties
are choosing telephone numbers to use fraudulently. Frontier is aware of the
problems caused by spoofing and continues to work with the FCC and other
carriers to correct and prevent Caller ID spoofing. Caller ID spoofing is
illegal. Further information regarding
Caller ID spoofing can be found on the FCC website http://www.fcc.gov/guides/caller-id-and-spoofing. Frontier spoke to Mr. on March 17, 2020
and explained the information above. We trust that this information will assist you in closing this
complaint. We regret any inconvenience
that Mr.
*** may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Frontier charges rental modem fee regardless if you rent a modem from them of you don’t. Even worse if you even buy out their modem when starting their service, but stop/pause using their service for 30-60 days, you will be forced again to buy (same) equipment from them again or lease one. Ether way modem rental fee is going on your account even though you already bought out product they offer
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 is disputing Frontiers policy
regarding having to rent a router when starting service with Frontier.Frontier has investigated the
above statements and offers the following response:Our Frontier
Residential Gateway (router) is Frontier equipment provided with every service
order and specifically designed to work with our service. Our advertising and
our residential Internet terms and conditions make clear that our service
includes equipment charges, such as the router charge, and neither our
advertisements nor our terms and conditions provide any exceptions. A customer
may choose to use their own router, but if the customer does, our router charge
continues to apply. Also, we cannot support or repair the non-Frontier
equipment. Though
infrequent, when a customer chooses to use a non-Frontier router, we see
increased complaints and more difficulty with troubleshooting, performing
online resets, and providing simple resolutions, so it costs more to serve that
customer. Therefore, if a customer uses their own router, the charge still
applies to cover these costs. Frontier cannot support or repair non-Frontier
equipment. Frontier advises we have not been successful in our attempts
to reach Mr..
Mr. has direct contact information to reach this office.We trust that this information
will assist you in closing this complaint. We apologize for any inconvenience that Mr. *** has experienced
as a result of the above matter.
I am so sick and tired of Frontier ripping people off. I called before filing this complaint. The recording clearly says they are having issues in my area. The tech says what they say every single time I call, "Everything is running normal in your area. It must be your computer." This issue has been going on for almost 2 years. That is why they leave that recording on all the time about service issues in my area. They don't mind at all sending out the full amount of my bill. I get bill around 100.00 a month for internet and Landline but you can't use the internet part more than half the time. Frontier is getting rich at our expense. My bill last month was $86.00 and was paid. This is uncalled for and we should get a refund for the internet part because you can't even use it more than half the time. My internet speed today is 0.25, I pay for 6.00. This is uncalled for and Frontier knows but they don't care.
The Complaint states that:Ms. reports a history of internet service
interruptions.Ms. requests credit for time without
internet service.Frontier has investigated the above statements and offers the
following response:Frontier
identified a common cause outage affecting multiple customers in the area on
February 4, 2020. Service was restored in the area within 24 hours.Frontier
records show a call to Frontier technical support on March 13, 2020 regarding
internet concerns. The call ended without generating a trouble ticket.Frontier
records do not show any trouble tickets for internet or phone outages within
the last 12 months.Ms.’s
plan is as fast as 6.000 Mbps. Frontier was able to provision the service at
1.600 Mbps (as the maximum speed for her Internet). Frontier informs customers
that Frontier expects customers will receive 50% to 100% of this maximum
provisioned speed.Frontier also
advises that actual Internet speed at the service address, and the ability to
access various Internet services will vary as a result of connecting Wi-Fi,
multiple users or devices on the same account, distance to serving facilities,
the capacity, performance or limitations of inside wiring and personally owned
equipment. Frontier also
advises that the available Internet speed depends on the distance from
Frontier’s closest facilities. Ms.’s location is over 11,736
feet from the nearest Frontier facilities. Frontier
advises that some applications such as a short email without attachments or
basic Web browsing do not require high speed service capability to function
optimally, while other activities such as transferring large data files can be
performed faster with higher speed services. The speed capability of the
Service plan purchased may not be suitable for some applications, particularly
those involving high-bandwidth uses such as streaming video, video
conferencing, voice over IP phone service or the use of multiple wireless
devices at the same time.Frontier
advises that service outages can be due to many factors. Some outages affect
multiple locations and others are related to individual locations or services.
Frontier must be advised of any service outages and allowed the opportunity to
address and resolve the interruptions before any adjustments can be applied for
time out of service.Frontier is
continually working to improve its network and its customers’ experience.
However, Frontier has no specific plans for upgrades in Ms.’s area at
this time. Frontier attempted to
reach Ms. by phone and email to advise of the above but was
unsuccessful. Frontier left messages for Ms. that included direct
contact information.We regret any inconvenience that Jeannette
*** 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,
***
I can assure you we have had many more outages than what is admitted too. I am sure I can get witnesses to confirm as we have 60 apartments in a 5 mile radius. I did stop calling to report the slow internet speed because I am always told the very same thing, we show no problems on our end. My neighbors have the same issue but Frontier wants me to believe it is my imagination. There was no trouble ticket on March 13 because they never do anything about it. I gave up after hearing the same crap from Frontier that I hear every single time. Our phones also go out for days at a time but once again you get tired of hearing Frontier say the same thing so you just give up. No other company that I have ever dealt with is anything like Frontier. You call and the recording says we have an outage in your area yet the tech will swear up and down there is no problem at all. The speeds I pay for and the speeds I get is laughable. They have no problem charging me for 6.000 and giving me 1.600mbps. That is Frontier for you. They love their customers that pay their bills but never get what they pay for. Frontier knows that we have no alternative in my area. We live with being treated like trash and dealing with all the bull that Frontier hands out because we have no other internet provider in my area. I live in WV in a very small county so we miss the *** line by about 2 miles and Frontier knows this. That is why Frontier continues to cheat, lie, and steal from us. They know we will pt up with it because we need internet for everything now. This is how Frontier does business. It's not fair but Frontier does not care. There is only one desktop on my internet. I had to turn off my security cameras (Thanks Frontier) although the tech told me they would be fine to run on my internet, because my computer would not load anything. With speeds .025 you can't stream anything, have anything bluetooth or do much at all. Frontier has been advised many times of the outages on phone, on Facebook, and the techs that drive around looking for somewhere to eat most of the time, when I see them. I can show you about 50 comments on *** from neighbors and we all have the very same issues. This is not something new or that just come up. This is daily with Frontier and they knew what they are doing. They know the issues but they don't care.From Frontier's response:"Frontier is continually working to improve its network and its customers’ experience. However, Frontier has no specific plans for upgrades in Ms.’s area at this time.Frontier attempted to reach Ms. by phone and email to advise of the above but was unsuccessful. Frontier left messages for Ms. that included direct contact information."Wow! Really? That is what has kept customers hanging with Frontier for so long. They have promised us time and time again that they was going to upgrade the lines in my area so we won't have so many outages. Thank you for clearing that up. It's a shame the way you all lie and deceive your customers but I will make sure I spread this around so no one else gets confused like I was. So, I guess you just keep getting paid for phone and internet that only works one out of maybe 3 days.Yes you did leave 2 messages on my voicemal but I can't sit at home all day waiting for a phone call. I have things I have to do also. I tried many many times to call you back and I got no answer. I also left 2 messages on your voicemail and if I recall correctly your last message told me to call the repair number. Once again, I can't sit beside a phone and wait for it to ring. I have things that have to be done. I would like to make it clear that I was Frontier's biggest fan until 2 years ago. I will never forget it because my Grandson was in NICU and only a few hours old. My only contact with my daughter was *** messanger because they do not allow phone calls in NICU. I knew mmy grandson was born and in critical condition and that was all. My internet went off. I had absolutely nothing. I called Frontier from my cell phone and did all the typical things that they tell you every time you call, recycle your modem, restart your computer, Make sure your cables are plugged in. This was on a Monday. I explained that my grandson was in NICU in another state. I was told she would fill out a trouble ticket and red flag it so they would move me to the top of the list. I thanked her and Tuesday I sit at home all day waiting for Frontier. No Frontier anywhere. I called back and was told they would definitely be there tomorrow. That was another lie. Thursday afternoon Frontier finally showed up. His first words was I thought the red flag was funny on your account because that don't mean a thing to me. He had very few words after I told him that red flag was very important to me. I explained about my grandson as tears ran down my face. I knew then Frontier had no feelings at all. The tech hooked up a new modem and all new wiring. He called someone time after time and said there was nothing. After about 5 hours he finally explained to me that they had gave my port to another customer. He had to track it down before he could fix my problem. He told me 3 times to call Frontier and they would prorate my bill to allow for all of my trouble. He also said that he had told them they could not hook anyone else up in this area. They was at max capacity. But Frontier was still hooking up customers and people in this area are being knocked off because so many are on. THIS WAS ALL FRONTIER'S fault. After he left I did call Frontier and they told me they would deduct $1.80 from my bill for 4 days of no internet. I told them they must need it more than I do and to not waste my time. This was the beginning of my troubles with Frontier but not the end. Internet and phone comes and goes when it wants. There is no rhyme or reason. It just goes off. Amazing! I can call and the recording will talk about an outage in my area while the phone techs will swear up and down that everything is perfect and my speed is what it should be. I think it is a shame that schools have shut down to protect the spread of coronavirus but the kids that are doing schoolwork for reimagined has to go to a public library to do their work because Frontier sucks.
The Complaint states that:Ms.’s rebuttal states she is paying for Internet speeds she is
not receiving.Ms.’s rebuttal states that her service will
not support streaming, security cameras and other high bandwidth usage.Ms. Flower’s rebuttal indicates that Frontier
is a monopoly provider.Frontier has investigated the above statements and offers the
following response:Ms.’s
plan is as fast as 6.000 Mbps. Frontier was able to provision the service at
1.600 Mbps (as the maximum speed for her Internet). Frontier informs customers
that Frontier expects customers will receive 50% to 100% of this maximum
provisioned speed.Frontier’s Internet speeds
are offered in tiers. The high-end of
the speed range in a service tier represents the potential wired maximum speed
capability in that service tier. As
stated in Frontier’s terms and conditions, “actual Internet speeds may vary and
are not guaranteed.”Frontier also
advises that actual Internet speed at the service address, and the ability to
access various Internet services will vary as a result of connecting Wi-Fi,
multiple users or devices on the same account, distance to serving facilities,
the capacity, performance or limitations of inside wiring and personally owned
equipment. Frontier also
advises that the available Internet speed depends on the distance from
Frontier’s closest facilities. Ms.’s location is over 11,736
feet from the nearest Frontier facilities. Frontier
advises that some applications such as a short email without attachments or
basic Web browsing do not require high speed service capability to function
optimally, while other activities such as transferring large data files can be
performed faster with higher speed services. The speed capability of the
Service plan purchased may not be suitable for some applications, particularly
those involving high-bandwidth uses such as streaming video, video
conferencing, voice over IP phone service or the use of multiple wireless
devices at the same time.Frontier
advises that service outages can be due to many factors. Some outages affect
multiple locations and others are related to individual locations or services.
Frontier must be advised of any service outages and allowed the opportunity to
address and resolve the interruptions before any adjustments can be applied for
time out of service.Frontier is
continually working to improve its network and its customers’ experience.
However, Frontier has no specific plans for upgrades in Ms.’s area at
this time. Frontier is
not a monopoly provider in any of its service areas. All areas where Frontier provides service are
open to competition from any provider that chooses to provide service,
including wireless operators and satellite operators.
Company offers a stay connected service when you are out of state and they can never follow through on this and bill appropriately. We still continue to be charged for services we currently are not receiving.
Thank you for referring the complaint of
Mr. & *** to our office for review. We appreciate Mr.
for bringing this matter to our attention.According to the complaint:Mr.
*** advises that he has been charged for service he is not receiving. Mr.
*** advises that he is on discounted stay connect seasonal rates. Frontier has investigated the above statements
and offers the following response: Frontier
advises that this billing system issue will process a manual credit adjustment
and code to provide the correct stay connect rates going forward.Frontier
apologizes to Mr. for his customer service experience.Frontier
applied credit adjustments to Mr.’s account to correct the stay connect
seasonal rates. Please allow 1 to 2 bill
cycles for the creditsFrontier
attempted to speak to Mr. but was unsuccessful. Frontier communicated the above information
and provided direct contact information via email.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 spent 6 hours on the phone with Frontier reps attempting to resolve the issue that is their fault. The issue began when they emailed me to inform me that my rate for the year was about to terminate, they said to please call them so they could put into place another discount so the rate would stay the same ($37.47/month). So I called them 9/9/2019 and they said to call back in a month when the rate was about to expire. I called again 10/22/2019 and a rep told me the rate would stay the same, she had put in a new discount. When I received the November bill, what she had told me over the phone was not the case, the bill said I owed $45.37. I called and told them they made a promise and then did not put into place what she had told me. They said they would listen to the recording of that phone call and get back to me within 30 days. They never did contacted me. I called on 11/15/2019 to cancel my service with them, and was told over the phone by a rep that I didn't have to cancel on that day, that I could cancel on Nov. 17 and, this is what she said, because the rate is not prorated in California, I would not be charged for the 2 days of the new cycle (since my billing cycle ended Nov. 15, which is why I called to cancel on the 15th). The rep told me that I cancellation would be effective Nov. 17 and I would not pay anything more. I said Well ok, since my new internet company *** was installing on Nov. 17. In that conversation I also told her about the promise that was made about the billing issue told to me on 10/22/19. She said she would file a dispute claim for that issue and gave me a claim number. They never contacted me, as she said they would do within 30 days. I then received another bill, with another bill cycle added onto it at $55.47, they had billed me for the next cycle even though they told me they would not. I was now being billed from Nov. 16-Dec.15 even though I was told I would not be billed past the Nov. 15. Crazy. I recieved a PAST DUE NOTICE dated 1/10/2020 saying that unless I paid $100.93 by 1/21/2020, they would initiate additional collection proceedings and contact the credit bureaus. On 1/17/2020 I called AGAIN and spoke to a rep named Hailey who I explained this whole insane story to FOR THE FOURTH TIME and she said they would go back and listen to the phone recordings to hear what was promised, and they would contact me within 30 days. NEVER CONTACTED ME. I also spoke with Rodney in their Collections Dept and he said he'd put my account on HOLD for 30 days while they did the dispute research, and to call them before 2/17/2020. I am supposed to call THEM? I DID CALL THEM, FIVE TIMES to resolve the issue, which obviously they are doing nothing about. I have Claim numbers given to me by Hailey: #S-***, #S-***. This is THE most incompetent company, no wonder they're filing for bankrupcy. I do not owe them the $45 for Nov-Dec, I do not owe them $45 for Oct-Nov, I owe them $35 (which they promised saying my rate would stay the same). AND they are adding on an extra $10 penalty which they are calling an "Internet Disconnection Fee". This is such b
t, it’s ridiculous. Why should I call them back when I've already called 5 times and each time they gave me a claim number or told me information that then was not true.
Requested Resolution: Billing
t, it’s
Adjustment ... I should not owe them any money. Disputed Amount: $100.93Nature of
Complaint:I have spent 6 hours on the phone with Frontier reps
attempting to resolve the issue that is their fault. The issue began when they
emailed me to inform me that my rate for the year was about to terminate, they
said to please call them, so they could put into place another discount, so the
rate would stay the same ($37.47/month). So, I called them 9/9/2019 and they
said to call back in a month when the rate was about to expire. I called again
10/22/2019 and a rep told me the rate would stay the same, she had put in a new
discount. When I received the November bill, what she had told me over the
phone was not the case, the bill said I owed $45.37. I called and told them
they made a promise and then did not put into place what she had told me. They
said they would listen to the recording of that phone call and get back to me
within 30 days. They never did contact me. I called on 11/15/2019 to cancel my
service with them, and was told over the phone by a rep that I didn’t have to
cancel on that day, that I could cancel on Nov. 17 and, this is what she said,
because the rate is not prorated in California, I would not be charged for the
2 days of the new cycle (since my billing cycle ended Nov. 15, which is why I
called to cancel on the 15th). The rep told me that I cancellation would be
effective Nov. 17 and I would not pay anything more. I said Well ok, since my
new internet company *** was installing on Nov. 17. In that conversation I
also told her about the promise that was made about the billing issue told me
on 10/22/19. She said she would file a dispute claim for that issue and gave me
a claim number. They never contacted me, as she said they would do within 30
days. I then received another bill, with another bill cycle added onto it at
$55.47, they had billed me for the next cycle even though they told me they
would not. I was now being billed from Nov. 16-Dec.15 even though I was told I
would not be billed past the Nov. 15. Crazy. I received a PAST DUE NOTICE dated
1/10/2020 saying that unless I paid $100.93 by 1/21/2020, they would initiate
additional collection proceedings and contact the credit bureaus. On 1/17/2020
I called AGAIN and spoke to a rep named Hailey who I explained this whole
insane story to FOR THE FOURTH TIME and she said they would go back and listen
to the phone recordings to hear what was promised, and they would contact me
within 30 days. NEVER CONTACTED ME. I also spoke with Rodney in their
Collections Dept and he said had put my account on HOLD for 30 days while they
did the dispute research, and to call them before 2/17/2020. I am supposed to
call THEM? I DID CALL THEM, FIVE TIMES to resolve the issue, which obviously
they are doing nothing about. I have Claim numbers given to me by Hailey:
#S-***, #S-***. This is THE most incompetent company, no wonder they’re
filing for bankruptcy. I do not owe them the $45 for Nov-Dec, I do not owe them
$45 for Oct-Nov, I owe them $35 (which they promised saying my rate would stay
the same). AND they are adding on an extra $10 penalty which they are calling
an "Internet Disconnection Fee". This is such b
ridiculous. Why should I call them back when I’ve already called 5 times and
each time they gave me a claim number or told me information that then was not true?Mr. established Frontier service on October 16,
2017.He billed $30/FIOS 50/50 Internet, $5/Router plus taxes monthly. He was receiving a $20 discount on the
internet component of which expired on October 15, 2019.The price of the internet increased in October 2019 to
$40 of which was a $10 difference. The
internet discount was decreased to $10 and had a term of October 15, 2020. The offer was the lowest available at the
time that the previous discount expired. He elected to cancel service due to the increase and was billed an
internet disconnection fee of $9.99. At the time of the disconnect Mr. owed
$45.47/Past Due charges. The past due
charges were added to the new charges of $55.46 which left a balance owed of
$100.93 to Frontier for services provided.An adjustment in the amount of $55.46 was approved on
March 19, 2020 due to Mr. discontinuing service. No other adjustments are warranted. The final
balance of $45.47 is owed to Frontier at Mr.’s earliest
convenience.
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 ended my service with Frontier Communications in October 2019 due to a move. My account was closed and paid in full with a positive balance on the account. I received that money in the form of a gift card from Frontier. This proves my account was the opposite of delinquent.
In about December 2019, I started receiving a bill from Frontier for an account that had I had not set up. I called the company and they admitted that this was made on accident after closing my account and that it happens often. They assured me that I owe no money and it would fall off the account after 2 months. Each month after that, I continued to receive a bill, and I continued to call and have the same conversation about an overdue bill on an account that I did not open. They assured me that it would be resolved and it was not my fault and I would not be penalized. Every single time I called we went through this conversation and I was told that it was Frontiers fault and it was not liable for the amount. Now at this point in time, it is with a collections agency who placed a derogatory mark on my credit report. I called Frontier once again to resolve it and now they are saying they denied the request when the collection company called about a claim and I have to call the collections agency to file another claim. I asked to talk to someone internally and they insisted that I contact the collection agency. When I asked if that meant the collections agency would go through the same process and the claim would be ultimately denied again they confirmed that this would likely happen. So I asked if I could talk to the department that handles the claim but was then pitched to the "retention department." I talked to the retention department, telling my story for the 10th time, and still could not get a straight answer on who to talk to. Frontier cannot seem to resolve an issue that was made in their error and keeps on going around in circles so I cannot talk to someone who can fix this. This has affected my life and my credit score, and I can't get a straight answer on how to get this off my record even after multiple people at the company over a period of 3 months admitted that this was a ghost account created in error. It is absolutely unacceptable that a company would negatively affect a persons life like this -- my credit has been affected for no reason and I've spent hours on the phone being pitched from person to person with no line of sight to resolution.
Thank you for referring the complaint of
Ms. Weng
to our office for review. We appreciate Ms. bringing
this matter to our attention.The Complaint states that:Ms. advises she received a bill for an account she is unaware of.Ms. requested this account be credited and removed from any derogatory reporting. Frontier has investigated the above
statements and offers the following response:Frontier advises when Ms. called to disconnect her original account it was discontinued to early and in an attempt to get services restored a new account was created. Frontier advises the account has been credited in full and we have requested any derogatory reporting removed.Frontier spoke to Ms. on March 18, 2020 and advised of the above.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
I have called customer service 4 times requesting a letter stating that account that was in collections was paid in full and closed. Everytime I call I get different information. I am trying to purchase a home and need a letter stating that the account in collections was paid in full and closed. The first time I called I was told they will send me an email with the information I needed and a letter. A week later I called back after receiving NOTHING and they told me they dont send emails and they will send me a letter. STILL NOTHING. I called again and after being passed around to 4 people they tell me that they dont send out letters saying an account was closed and paid for in full. This company never had the same information, your always getting the run around, and but they will call 1000 times if they need something from you. This company is absolutely the worst company I have had to deal with in a really long time and as a person that has worked in customer service for a long time EVERYONE who works for that company needs extensive training.
Thank you
for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.The
Complaint states that:Lindsay
*** advises she has not received a paid in full letter
from an ***.Frontier has investigated the above statements and offers
the following:response:Frontier advises our records indicate Ms. paid the final balance on due on 3/3/2020.Frontier advises our records indicate the closed account is with Eastern Account Systems whom can becontacted at .Frontier advises our records indicate Frontier spoke to *** on 3/12/2020 and advised Ms. to please contact Eastern Account Systems for further assistance with the closed account. We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has
experienced as a result of the above matter.
For 2 years I have had problems with my Phone line and my internet service. I have a Tech person out 9 times have missed work and have called no less then 30times regarding the same issues. I run a small business out of my home and I am unable to connect to the internet and I have had many dropped calls and calls that do not come in. I was told that in my area Frontier had over sold the spaces available in the main box and because of the crowding they have capped our service and that is why I am having the issues. They at one time offered me 125.00 refund on my bill but that never happened. I have been around and around on this matter and have lost income do to this issue.
Frontier CommunicationsThank you
for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.The
Complaint states that: *** states for 2
years I have had problems with my Phone line and my internet service. I have a
Tech person out 9 times have missed work and have called no less then 30times
regarding the same issues. I run a small business out of my home and I am
unable to connect to the internet and I have had many dropped calls and calls
that do not come in. I was told that in my area Frontier had over sold the
spaces available in the main box and because of the crowding they have capped
our service and that is why I am having the issues. They at one time offered me
125.00 refund on my bill but that never happened. I have been around and around
on this matter and have lost income do to this issue.Frontier has investigated the above statements and offers
the following response:Frontier advises
that a trouble ticket was opened on 03/11/20 and cancelled at Ms.’s
request on 03/13/20.Frontier advises
that a trouble ticket was opened on 03/14/20 and a technician went to the
location on 03/16/20. The technician moved customer to new LEN.Frontier advises
that a trouble ticket was opened on 03/18/20 and a technician went to the location on 03/24/20.
The technician moved customer to new pair and service was restored.Frontier advises
that a credit for time out of service was applied to the account in the
amount of $83.62 and will be on the next billing cycle.Frontier has
spoken with Ms. by phone and provided the above 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.Frontier Specialist:
Brenda B Department: Consumer Relations
Business overcharged consumer on a monthly bill, double charged to be exact. Consumer Has one router and one phone line, asked for second router, one hour after router was installed it did not work. Technician was rude and did not hook it up right. Called company, advised. Company promised to credit bill on next months cycle, that was never done. Next months bill included charges for second router which still did not work, consumer called company, company disconnected call several times. Consumer has still been charged (5 months) for service of 2nd non working router and service. . None of the consumers bills have been correct since starting service. Now service is disconnected and over 500 dollars, company refused to credit or fix bill. Wants full amount, promises credit for future bills.
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 had been charged for a second internet
connection that never worked and has not been credited for all charges
incurred since the addition of the second connection to her account. Frontier has investigated the above
statements and offers the following response:Frontier advises that Ms. had
already been credited for the monthly charges for the second internet
connection, the installation fee, and some of the late payment fees. Frontier advises that an additional
credit has been issued for the reconnection fees, the remainder
of the late fees, and the disconnect fee for the second internet connection. Frontier advises that an identity
security bundle should have been taken off Ms. Bernard’s account in November
2019. Frontier has cancelled the
identity security bundle and backdated the charges to the date that it should
have been removed. Frontier spoke with Ms. on April
1, 2020, discussed the above information, and advised her how much she
currently owes on her bill. 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.
Due to lack of service issues, on 1-14-20 I spoke to Cheryl who said she had applied for $93 credit. Next bill came and no credit so 2-6-20 I called Patrina who said that she would put in a request for credit review as I was about to be charged for the next month service. On 3-12-20
I spoke to Labaltira who said that Patrina had turned in a "dispute" and there was nothing she could do. She said that "disputes" take 30 to 90 days. She also would not transfer me to someone else that could help as she says they do not communicate with the "disputes" department.
Thank you for referring the complaint of
Mr. to our office for review. We appreciate Mr. bringing
this matter to our attention.The Complaint states that:Mr. advises he has been waiting on a credit for time without service which has not been applied to account.Frontier has investigated the above
statements and offers the following response:Frontier advises the original credit was declined based on proof to support it.Frontier advises a full audit was done and the appropriate credits have now been applied along with a courtesy credit due to the delay.Frontier advises that Mr. is on auto pay which we cancelled for this bill due to credit now posting.Frontier advises we spoke with Mr. on March 30, 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.