Frontier Communications

While burying my internet cable that they left lying on top of the ground for almost 2 years they cut my gas supply line to my business. After numerous attempts to contact them I was given the run around for almost 2 hours shifting me from 1 call center to another at a overseas location. I was told all they could do is make sure my internet was working and I would have to fix the gas leak myself. The local power company *** Illinois red tagged my building and I was told that I can not operate my business until the gas line is repaired. This was there responsibility from the beginning to bury this cable line and I should not be held responsible for and cost to repair damage that they caused

Ordered Pay per view. It was glitchy and unwatchable. Attempted to log into my account through their app and received an error. Went through their website and waited 20 minutes to chat with an agent. The agent “Ferdinand Jr.” randomly disconnected the chat before resolving my issue.

We disconnected service on January 28th our billing cycle is from the 4th to the 4th we were billed from Feb 4- March 4 when we should not have been we called the customer service billing 5 times each time they have stated we need to get you over to another department and they continue to either transfer us back and forth or they will simply hang up.

I contacted Frontier on Mar 6th for a technical service call. My ticket number *** was scheduled from Saturday Mar7th between 1-5pm. I waited all day (9am-6pm) and no one showed or phoned. When I called Frontier they said they tried but no one was home. That is not true. They wanted me to take a day off work and lose a days pay because their service person failed to do his job and show up to make the repair. This is not acceptable that I should lose a days pay after waiting an entire Saturday and they failed to perform their job.

Customer service is horrible! They applied someone else's payment to my account in error. When I called them to notify them of the mistake they took over an hour to agree to fix it. However, they only gave the other party the remaining credit that was left on my invoice which deducted my current cycles charges. Needless to say, the other party did not get a full credit. The customer service individual I talked to was extremely rude and hard to work with. They simply do not care about their customers.

Frontier has lost additional channels. They recently dropped the local *** 61 channel from their lineup and I only found after I was no longer able to get this channel on my TV. I spoke with a representative and she had informed that even she was unaware of the change and had only become aware that Frontier had dropped this channel from their line-up after she had arrived to work and received a call from another customer inquiring about the same thing. She was very nice and had apologized on behalf of her company. She was unaware if they will get this local channel or other similar local channels back. It's not clear to me how a company that has a Corporate Headquarters in Stamford, CT cannot offer all of the local CT channels.

When trying to get service (August 2019), Frontier never provided the equipment necessary to receive the service. After 3 months of attempting to get the equipment sent, the only action that the Company could do is to close the account. Since November 2019, I have been receiving bills from Frontier even after 12 plus phone calls with the Company stating that I should not be charged as I never received any service and was told 5 plus times that my dispute was in the resolution process. During this period, my outstanding amount has been further escalated to a collection agency.

My tv was freezing up on local channels, frontier service man came and said the local station changed their signal,so no service charges ,after he left I tried to get on the internet and didn't have any internet. The serviceman who fixed the picture freezing issue had cut the internet router cable by mistake. So Frontier sent another serviceman to repair the cable the first guy cut. They charged me $42 for the first service call and $92 for the second service call.I talked to at least 15 different Frontier customer service employees and everyone said I should never have been charged. Neither of these issues was any fault of mine. A customer service supervisor today told me they were valid service charges, really,serviceman cuts your internet line,then you send another serviceman to fix it and charge $92. Pretty good racket,(for Frontier)

Frontier Communications has not adjusted billing after numerous attempts to resolve the issue.

Landline Outage: December 13, 2019 through January 8, 2020

Promised billing adjustments have not been made. Below is a transcript of a live chat that acknowledges the problem and indicates that an adjustment will be made:

Thursday, February 6, 2020:

Thank you so much for patiently waiting. Upon checking, there was a trouble ticket created, from the technician.
Xavier3:57 PM
Right now, I'm going to a billing adjustment. Please bear with me?
Xavier4:01 PM
Are you still there?
XXXXX4:01 PM
Yes
Xavier4:02 PM
Great! I'm processing the adjustment now. I still need more of your time. You can grab a snack or do something else while waiting.
XXXXX4:10 PM
Still here...
Xavier4:16 PM
Thank you so much, XXXXX. Right now, I'm still creating a ticket for the refund to be approved since I can only issue a credit for $25. If it's above $25.00 already, you it needs an approval from the higher department.
XXXXX4:17 PM
It's well above $25.
XXXXX4:18 PM
How long is that approval going to take?
Xavier4:19 PM
It will take one billing cycle.
Xavier4:20 PM
Don't worry, once the ticket is approved, it will automatically reflect on your next bill.
XXXXX4:20 PM
That's what I was told last month.
XXXXX4:23 PM
Please send me a copy of the ticket at XXXXXXXXXX. Be sure to include the amount of the credit.
Xavier4:26 PM
Yes. The one that is created last month is a ticket to verify how much we can issue a refund. Right now, since it's verified that it's above $25.00, then we need to create a ticket for it to be approve by the higher department.
XXXXX4:27 PM
Correct. How much is the credit?
Xavier4:29 PM
The estimated credit will be issued is $130.00. As much as I wanted to send you a copy of the ticket through email, I'm afraid that we can't do that since it is already our of our scope.

Poor customer service and follow through.
I cancelled my account on Dec. 2nd and the CSR from Frontier told me that he would credit my account for the 1 day (since the billing cycle started on Dec. 1st) and I would not be charged for the month of December. I had been a customer of Frontier for 5 years. I just received a collections notice that I owe for the whole month of December plus a deactivation fee of $9.99. I called the credit collections company who said they contacted Frontier and was told that since the billing cycle had started that I owed for the whole month. Frontier was unwilling to go back and listen to our conversation that the CSR and myself had on Dec. 2nd to prove that he told me no charges for Dec would occur for me.

On Jan. 22, 2020, I paid Frontier Communications 5448.65 through my bill pay by accident. I meant to pay Fronier Mastercard. I am having trouble getting my money returned. I have talked to customer service three times. I have tried to call the main office and there is no human to talk to. Thankyou.

I cancelled service in November 2019 and paid the final bill. In January I received a bill for December and in February I received a bill for December and January stating I was behind on my payments. I called customer service February 2020 and they confirmed my account had been closed in November and that the December payment I made should been refunded. They could not determine why I had been billed for December or January but removed it from the account. March 3, 2020 I received another letter stating I owed balances, then on March 5th, 2020 I received a letter from a collection agency CPA stating I had been turned over to collection. I contacted CPA and explained this was fraudulent billing that I had not had an account since November and they removed it from the agency. I then called Frontier, waited on hold for 30 minutes to speak with someone and because I did not have PIN to verify my account they would not assist me. I explained I did not have bill which is what they stated would have the PIN needed to verify the account, all I had was letters. They could not validate the account any other way so I asked for a manager, in fact in a 30 minute time frame I asked for a manager 12 times and was refused a manager by the rep Brandon on the phone. I called back again, waited on hold 30 more minutes, they got into the account and I asked to speak to manager,I have no confidence this will be corrected at this point. The rep Brent said he was transferring me to the manager at that time, after 35 more minutes on hold the manager never answered so I finally hung up. I still have not had a resolution to this account because I can't get anyone on the phone to assist and I am being billed on a closed account that was paid in full and over paid.

three years inconsistent Internet service. Besides slow, we have gone days without service.
Techs have been scheduled to our home and the last three have not shown up. Only one called to inform us of such. When he called he told us, you are a victim of "Line Congestion". Frontier has too many customers on the same line. They are juggling unhappy customers. They have deceived us and are not providing the service they told us we had available. I have spent more than 20 hours on the phone with them. DISCOURAGED!!!

signed on with them for internet service and service was interrupted after about a week. CAlled, was hung up on, called again, girl reset modem, breaking it. Said she would send a new one, never did. called a week later, they said nothing was wrong with the modem, still can't connect. Said it was a line issue. still without service and had to wait another 5 days for tech to come out. Said it wasn't the line, it was the modem. Put in a new modem. Finally got service. Then rec'd another modem in the mail. CAlled to find out how to return it and where. Girl said she was sending a return label but it never came via email. Called again to ask why my bill was $10 more than they told me it would be and girl said that they not only charge the $75 installation fee but an additional $10 for delivery and handling of the modem. I told her he brought it in from his car. She said I would have to pay that because they charge everyone that. I told her they didn't tell me this on the phone because I wrote down what I was going to have to pay and that wasn't included. She couldn't help me but offered to take $6 off my bill for time service was interrupted. Told her I wanted to cancel the whole thing and she said I would have to pay the full bill because it's out of her control. Terrible customer service from technical support to billing. I hope everyone sees this complaint and never signs on with them.
I would like my $10 back but it's doubtful.

An appointment was scheduled on January 30, 2020, with Frontier to have the internet installed between the hours 1pm to 5pm. Prior to the appointment on 01/30/2020 automated text messages were sent several times with appointment details. The text message stated that the install technician would be at home between the hours of 8AM - 12PM, this was incorrect. The first appointment reminder text was received on 01/21/20. I then called Frontier and told them the arrival time was incorrect and asked them to change time to 1pm - 5pm because my grandparents had medical appoints that morning.

Another text message was received on 01/25/2020 with the incorrect information again. I called Frontier again and asked them to correct it to 1pm to 5pm. A third text message was received on 01/29/2020 with the incorrect information again! I called Frontier for a third time and asked them to correct the arrival time to 1pm - 5pm because of my grandparents medical appointments earlier that morning.

On the scheduled appointment day of 01/30/2020 the install technician called around 9:00 AM stating that he arrived at the residence. I told him that he was scheduled to arrive between 1pm & 5pm due to my grandparents medical appointments that morning. I reluctantly agreed to let him in because my grandparents were in process of getting ready for their medical appointments and was unaware of how long the internet install was going to take. My grandfather is 90 years old and has diabetes and is 90% deaf in both ears, my grandmother is 84 years old and suffers from dementia. Another adult had to be at the house per the Frontier text messages.

My grandfather is very old and needs things explained to him. He didn't understand why the technician was there when we all were scheduled to attend medical appointments. My grandfather didn't let the technician into my grandmother's room because she was still getting dressed. Ultimately, the technician was unable to install the equipment for the internet because he was given the wrong arrival time by Frontier dispatch. The equipment was left at house uninstalled and both my grandparents missed both of their medical appointments because of this disruption.

Frontier was asked to follow simple directions in regards to the arrival time. I called three times on a recorded line asking them to correct this. All three times I was told over the recorded line that the appointment time was changed. Now, we're being charged for an internet install that didn't occur and we're being charged currently for internet service right now that cannot be used because the equipment was never installed because Frontier could not follow simple directions.

I contacted Frontier customer service and spoke with Heather, a Frontier customer service supervisor, Employee ID# HLL135. I explained everything to Heather and asked her to waive the install charges and next month's internet bill because the equipment wasn't installed and Frontier gave the technician the wrong arrival time that caused my grandparents to miss both medical appointments that morning.

Heather said that she could do nothing because there was no link on her screen to allow charges to be waived given the above circumstances. She said that she would send this matter to the OFFLINE TEAM to review if anything could be done and to call back on FEB 21st to check on status, three weeks after the initial install appointment. Heather's response was unacceptable because we were going to be charged for services that we did not receive because of incorrect scheduling on Frontiers behalf.

I asked for Heather's work extension and/or email to have a single point of contact to fully resolve this issue. She said that this was not possible and any calls placed to Frontier after the fact will be routed to call center and that I would never speak to her again about this matter. Heather was very rude, curt, and insensitive to the matter. I explained to her that the internet was needed for my grandfather's hearing impaired phone, without it the phone wouldn't function properly and it prevents him from communicating with the outside world, especially family.

Her response was unacceptable period. I refuse to pay for services not rendered when Frontier is at fault for this matter after being repeatedly told to arrive between 1pm - 5pm.

We had an appointment for WiFi to be set up on Thursday the 5th between 2pm-6pm at 5 Pm they still did not show up so we called. First they told us our appointment was cancelled by text, then they said they never got payment, after they found the down payment transaction they then said they cannot provide service because our complex is maxed out which does not make sense to me at all especially since they ran a test to confirm they could set up service when we made the appointment. They then told me our $45 would be refunded in 7-10 business so now I can’t even use it to put to***s another providers services.I then contacted corporate and was told they would contact the business and give me a call back the next day which I knew was a lie and I never received a call back. The service set up was under my boyfriends name which is ***.

I ordered service with Frontier back in July of 2019, after several run around phone calls to receive my equipment, I received it two months after ordering service. The equipment would not connect to the internet, so I asked for a technician. I was rescheduled for a technician appt several times, only to not have a technician show up on the final scheduled time and date. I called and cancelled my service, and was told to send the equipment back with the provided return sticker, in the original box, there was no such sticker, so I asked them to send me another one. I never received it. They are charging me for services that were never provided.

I only gave one star because I couldn't give ZERO stars!!!! Frontier has horrible customer service and only cares about money. I called to cancel my account in December, 2019 because I could no longer afford it after several huge price hikes. I specifically called to be sure that I would not incur any additional charges. Customer service indicated my account was paid up through the date that I requested the service to be disconnect but I would be charge $9,95 for closing out my account. Absolutely crazy!!! Not only did I get a bill for the $9.95 but also a bill for an addition month's charges saying that their customer service rep was wrong and that I needed to pay for an additional month. I contacted several Frontier reps... no resolution. In fact, I received a letter from a collection agency stating that if I did not pay, my credit would be affected.It stated that if I did not pay, my credit would be affected. I am not the kind of person to pay late bills or ignore bills. I called Frontier again feeling as though I was being threatened with a bad credit report.
I RELUCTANTLY PAID BUT WILL NEVER, NEVER DO BUSINESS WITH FRONTIER AGAIN!

The cost was expensive, and service was horrible. But that's their right to run their company that way. So I decided to take my business elsewhere.
When shipping the equipment back, I was warned by the *** store worker that I should keep a copy of the tracking code because many customers get charged for the equipment anyway. She knew just from the boxes where they were going, and I guess there have been enough previous customers with issues that she warned me.
Guess what? Three months later I get a bill in the mail stating that I'm passed due and owe $113.74. I go online to see what the charges are for, and they won't give me access to any old bills, just the current one, which doesn't show what the past due amount is for. I bet most people pay this without question; it was my first thought. After 45 minutes on the phone, they finally acknowledge that the charges are for the equipment. After providing tracking codes, they finally removed the charges. If I didn't have those tracking codes, I don't know if I would have been able to get the charges removed.
Someone should start a class-action lawsuit. It's one thing to charge too much and have crappy service. It's another to charge customers for equipment that has been returned and to send bills without details about what charges are for.

My service was turned off at my request on 11/25/2019 at about 1 am. I called first thing in the morning to ask if it could be turned on for one day, the 25th. It was not turned on that day (and was actually not turned on until the 26th at 4:38 pm. On the 26th at 7:30 am I called the representative who was helping me and she asked me "Do I want the reactivation to be cancelled?" I said yes - she said she would. Subsequently, I received a bill for $236.00 for the full month. I called on 12/11/2019 to sort things out, and was told by the representative that my billing had been erased back to the 25th. On Tuesday, I was called by a collection agency saying that I should pay the $236 or I would be reported.
1. It was never explained to me that upon requesting reactivation I was signing up for a full month.
2. I specified that if it could not be turned on by the 25th I did not want it to be turned on (I was moving on the 26th).
3. By the time it was turned on (4:36 pm 11/26) I had already gone. The service was never used.
4. Two representatives told me that everything had been resolved (11/26 and 12/11).
NO ONE ever said to me that I was or had signed up for a full extra month.
Please help me!