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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Failing of admission of cancellation number *** date Feb 16 by supervisor name Phillip, no other information was giving by the employee. This action and denial of providing documents of accounts cancellation prior the month of March of 2020 has made the service delay to the next cycle of business, charges of services has been issue with no physical connection to the account holder.
They claim to provide a services which was never provided.
Thank you for referring the complaint of *** to our office for review. We appreciate you bringing this matter to our attention.
According to the complaint, Mr. has a confirmation number to cancel service with Frontier February 16, 2020, however service remains.
Frontier investigated the concern and advises: Records indicate, Mr. contacted Frontier on February 16, 2020, which is the last day of usage for his account. An order has been placed to cancel his account which will process by March 26, 2020 bill date and has a $9.99 Residential Broadband Disconnect Fee.
Frontier spoke with Mr. on March 6, 2020 to discuss his concerns. At which time he was advised since there has been no usage, we have applied credit for the February 26, 2020 bill date in the amount of $59.57.This credit will post on the March 26, 2020 closing bill.
Frontier apologizes for any inconvenience Mr. experienced as result of the above matter and trust this information will assist you in closing this complaint.
Should he additional concerns please refer him to the undersigned.
Sandra P.
After over a year with them, they more than doubled the price ($65/mo from $29.95). Asked them to match competitors, but they wouldn’t budge an inch. Cancelled service. They added BS “disconnection fee” and other nonsense. Said they would send prepaid box with label to return equipment. Threatened to charge $100 if equipment not returned in 30 days. Box and label never came. Called back, they said 1) they had not sent the box, but 2) they would NOT give me an extension! 3) they would send the box. I told them if they made me call again I would bill them for my time. Box and label never came and it is now past 30 days.
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 billed a Broadband Processing fee.Mr.
*** also advises he has not received the return kit for his Modem.Mr.
*** states that he would like a zero balance and a statement that he
owes Frontier nothing further.Frontier has investigated the above
statements and offers the following response:Frontier advises there is a
fee of $9.99 when a customer discontinues broadband service.Frontier has requested the
return kit be expedited to Mr.. Confirmation ***.Frontier advises that prior
to termination, Mr. will billed (and thus incurred charges) through the
end of his billing cycle. As stated in Frontier’s
Terms of service termination of non-regulated services is effective the last
day of your billing cycle.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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Your customer service is appalling and inexcusable.You are only now finally sending me the return kit you promised TWICE because I took the time to make this complaint. Had I not done so, I’d still be waiting. And you’d have charged me $100 which I’d then have to fight. Honest companies do not put loyal customers through hell returning equipment. They do not make customers call back again and again. They do not charge unethical disconnect fees. They do not require them to pay for unnecessary equipment (routers). They do not refuse to prorate charges when a customer leaves.Either you agree to a zero balance or I will take further steps, including hiring a lawyer to sue you under California’s unfair business practices law, which provides for substantial civil penalties. I will also forward all correspondence to the California attorney general, and file complaints with both the FTC and the FCC. I will also publish my story of your dishonest treatment with several online sources.
The choice is yours.
Regards
Thank you for referring the
complaint of Mr.
*** to our office for review. We appreciate Mr.
bringing this matter to our attention.The Rebuttal states that:Mr.
*** advises he was billed a Broadband Processing fee.Mr.
*** also advises he has not received the return kit for his Modem.Mr.
*** states that he would like a zero balance and a statement that he
owes Frontier nothing further.Mr. states he wants a zero balance or he will take further steps, including
hiring a lawyer to sue Frontier under California’s unfair business practices
law, which provides for substantial civil penalties. I will also forward
all correspondence to the California attorney general, and file complaints with
both the FTC and the FCC. He states he will also publish his story of
Frontier’s dishonest treatment with several online sources.Frontier has investigated the above
statements and offers the following response:Frontier advises there is a
fee of $9.99 when a customer discontinues broadband service.Frontier has requested the
return kit be expedited to Mr.. Confirmation ***.Frontier advises that prior
to termination, Mr. will billed (and thus incurred charges) through the
end of his billing cycle. As stated in Frontier’s
Terms of service termination of non-regulated services is effective the last
day of your billing cycle.Frontier’s 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 Mr. may have experienced as a result of the
above matter.
Been having problems with Frontier since 2013 when they were supposed to send us a new router and never did. It is now 2020 and we have a router from 2010. Been communicating with two different account managers through email and Frontier customer service over the phone are saying they can not cancel our service with them until the 13th when our bill is due the 11th and we have been with Zito media since February 24th. They are wanting us to pay for this month's bill and April's bill when we have been using other services since February 24th. We have only been using phone service until today, March 4th 2020 because Frontier refused to port over their number to Zito media and had to get a new number They claim they do not have any ticket numbers proving any problem we've had with them since we have been in communication with them over our issues since December 2019. We have all the emails from both account managers proving we have been in communication, and the ticket numbers have disappeared.
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms. advises that she has been experiencing service issues from December 2019. Ms. advises that she was billed for a full month of service even though she wanted to end her service earlier.Frontier has investigated the above statements and offers the
following response:Frontier advises
that Ms. reported no dial tone on December 5, 2019 and on
December 11, 2019 a cable issue was repaired. Frontier provided an
adjustment of $18.74 on December 11, 2019 for the service issues.Frontier did not
determine that Ms.’s service issues were related to her modem or
that her modem needed to be replaced. Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of her billing
cycle. Ms. is eligible to continue receiving Frontier services through the end
of that billing cycle from February 16, 2020 to March 15, 2020. Frontier advises
that Ms. has a Primary Local Exchange Carrier Freeze on
her Frontier account which prevented the number from being ported to the
other provider.Frontier
spoke to Ms. on March 5, 2020 and explained the information
above. Frontier explained the Primary Local Exchange Carrier Freeze could
be removed off of the account and Ms. could port her telephone
number; However, Ms. declined this offer. Frontier
determined that Ms. has been using the Frontier service up to March
5, 2020 and changed the cancellation order to March 6, 2020.Frontier
advises that Ms. has DISH Network service bundled on her Frontier
account and placed a request to unbundle the service from her Frontier
billing. Frontier
advises that Ms. will not be billed additional charges for the April 2020 cycle from
Frontier services.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 tried to cancel service on a specific day, but it turns out that they refuse to pro-rate service cancellations. My next billing cycle has not yet started, but they still will not let me cancel my service in the middle of the next billing cycle. Apparently, in order to not have to pay for 15 days of service I do not want, I should have changed my billing cycle the before the current billing started, even though the billing cycle that I want to be pro-rated has not yet started.
My billing cycle is 2/14-3/13. It is currently 3/4, and I called asking to cancel my service on 3/29. I was told I would have to pay the full bill until 4/13 if I wanted service past 3/13. Or I should have called prior to 2/14 to adjust my billing cycle.
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 wants prorated charges from the date he wants to cancel his
Frontier service.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. is eligible to continue receiving Frontier services through
the end of the 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. Services
will be available through the end of the billing cycle for which you have been
billed in advance. 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
advises that Mr. has pending order to terminate his services on
February 13, 2020.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.
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."Services will be available through the end of the billing cycle for which you have been billed in advance. No partial month credits or refunds will be provided for services previously billed.Frontier advises that Mr. has pending order to terminate his services on February 13, 2020."I was requesting to prorate my service for THE NEXT billing cycle that HAD NOT YET STARTED. I had already paid for service from 2/14 - 3/13. On 3/4 was requesting to terminate service on 3/29, which is not part of the current billing cycle, it is the next one. I was not requesting "partial month credits or refunds for services previously billed" I was requesting "partial month credits or refunds for services NOT YET billed". I was requesting this BEFORE the billing cycle that had not yet begun, well in advance, to avoid exactly this.I have a pending order to terminate my services on MARCH 13, 2020(they got the date of my pending order to terminate services wrong in their response), the end of my current billing cycle that I was billed for in advance and have already paid. I was not requesting a refund for services previously billed. I was requesting my next bill be prorated and my service terminated on the last day I will be living at the current residence, before the billing cycle started.Apparently, in order to terminate service on 3/29, I would have needed to contact Frontier about this request 2 billing cycles before it occurred, at some time prior to 2/14, over 1.5 months in advance.Since I was did not know that was necessary, as that is not their stated policy, I was not able to do that. Due to the extremely poor customer service I got while making this reasonable request, I requested to terminate my service, and I am now inconvenienced as I need to get another provider to install in my current apartment for the last two weeks I live here, before moving and needing the new provider to install again.
Regards
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 wants prorated charges from the date he wants to cancel his
Frontier service.Mr.
*** advises he requested to terminate services and change his billing cycle
to match the termination date.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. is eligible to continue receiving Frontier services through
the end of the 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. Services
will be available through the end of the billing cycle for which you have been
billed in advance. 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
advises that Mr. has pending order to terminate his services on March
13, 2020. We apologize for incorrectly
typing the date as February 13, 2020 in our original response.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 am filing this complaint from 87 year old mother-in-law, ***. On August 7, 2019 we cancelled Mrs. Frontier Services as she was relocating to a new address location where Frontier communications is not available. We were told the services would not be discontinued until the end of the month, at that time we could dispute any charges. In September Mrs. was billed $44.99 her normal monthly amount. We called Frontier on Sept. 10, 2019 to dispute this billing and were told by customer service (____) that they would wave the $44.99, but needed to pay $9.99 for discontinuing the service. (confirmation # 69270285) We paid the $9.99
In October Mrs. received, a statement for $90.01 . On Nov. 4, 1019 We contacted frontier and spoke to _____, who had no paperwork of our original call. She took off the $90.01 from the account and she assured me the account was 0 and resolved.
In Mid Nov. Mrs. received another statement for $90.01stating the payment was past due and if not paid would be sent to collections. Again Frontier was contacted via "chat" mail and talked to _____. She stated that the other members of customer service should not have written off the amount, because there was supposedly a contract (we did not verbally agree or sign any contract, either way the relocation made Frontier not available as a service)that was broken and the amount due from that was $90.01 and if not paid the statement would be sent to collections. Mrs. has been served papers from collection. We are not planning to pay the amount due, as we were told ty 2 customer service representatives that there was no monies due.
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. Lehman, filing on behalf of his mother in
law, Ms. ***, is disputing a bill for service from Frontier. Frontier
has investigated the above statements and offers the following response:Frontier
advises that Ms.’s account has been adjusted to a zero balance. Frontier
spoke to Mr. on March 10, 2020 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.
Attempted to start service with Frontier. They were too incompetent to set up service. Service was cancelled in December (no service every received). Was sent a bill, called customer service. Service was cancelled prior to the start date, should have $0.00 balance, confirmed by Frontier. Received another bill from Frontier. Called again, escalated issue. My account was sent to collections. So incompetent.
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. advises that he was billed for internet service that did
not work.Mr. advises that since no service was rendered by Frontier, his
account needs to be credited in full and taken out of collections.Frontier has investigated the above
statements and offers the following response:Frontier advises that since the internet
service never worked, all charges have been cleared, and Mr.’s account is
currently at a zero balance.Frontier advises that the outside
collection agency will receive a notification from Frontier that the balance
has been credited in full, and the account will be removed from collections.Frontier spoke with Mr. on March 5,
2020 and advised him of the above information. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of the above
matter.
I cancelled my service from Frontier Communications on 2/5/20 (billing cycle 2/3-29/20). So my internet was shut off that day.
When I cancelled the agent told me to pay the complete bill and I would be prorated, then sent a refund check. Well, today I called to as why did I have a new bill with more charges. Then this agent told me that they don't prorate anymore the bills. And that there is a charge of $9.99 plus tax to cancel. I did not have a contract of any sort. And that the service should not be cut off till 2/29/20.
Thank you for referring the complaint of
Ms. *** to our office for review. We appreciate Ms. for bringing
this matter to our attention.According to the complaint:Ms.
*** advises she was charged after she terminated Frontier services.Frontier has investigated the above statements
and offers the following response: Frontier
advises that prior to termination, Ms. was billed (and thus incurred
charges) through the end of her 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 refund 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
applied a credit adjustment of $10.81 for the broadband processing fee as a
courtesy.Frontier
spoke to Ms. on March 11, 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.
I cancelled my service with Frontier for phone and internet 1/3/2020. They have been continuing to Bill my and making automatic withdrawals from my account. I called and spoke to Anna account rep. On 3/3/2020. Who states they have no record of me canceling my service. Since 1/3/3020 I have been with T mobile for phone and internet. I initially told the rep I was switching because their service is too slow. “Why would I continue to pay for a slow internet connection?” She said I’m responsible for the charges for January And February. I would like assistance with rectify this matter.
Thank you ***.
Frontier has investigated the above
statements and offers the following response:Frontier investigated Ms.- *** account and determined that Frontier successfully ported Ms.- *** telephone number on January 7, 2020. Frontier advises data services remained active after the telephone number was ported.Frontier offers this as a courtesy in order to allow our customers to continue to receive these services.Frontier verified Ms.- *** data services have been disconnected as of February 29, 2020.Frontier advises a credit was placed on Ms.-***’s account for services she was billed for after disconnection leaving a zero balance.Frontier spoke with Ms.- *** on March 13, 2020 and advised of the above.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that *** A ***-
*** 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 was without internet service from January 7th, 2020 until February 10th, 2020. If I did have any internet, it would be for a few minutes and be out for hours and I kept calling and reporting the problem. At this time I received a disconnection notice for lack of payment because I refused to pay for service I did not receive. I kept calling requesting someone to come out, and instead of writing me a trouble ticket, she told me the reason my internet wasn’t working was because I didn’t have a high enough speed and TOLD me if I upgraded to a higher speed, the internet would be fixed. On February 10th, the frontier technician who came to fix my service said it was not a speed issue, but that it was a Frontier issue with the amount of voltage I was receiving and the internet base had me listed 2000 feet closer than I originally was. The situation was fixed and the technician told me to call customer service and have them credit my bill for the time I didn’t have service. I spoke to a man named Omar who told me if I paid the disconnection amount, I would be credited on the next billing cycle for my troubles. Today on March 3rd, I received a disconnection notice again. I spoke to two customer service agents named Latasha and Dustin, both of whom are refusing to credit my bill for being without service due to the fact of the state I live in.
Being misinformed is not my issue and all I want is the month of credit I am owed and was told I was owed initially by the technician and the original customer service agent for not having internet. I fulfilled my end of the agreement and paid the past due amount as agreed.
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms. advises that she was without service from January 7, 2020 to February 10, 2020 and is requesting reimbursement for the services.Frontier has investigated the above statements and offers the
following response:Frontier has no records of a repair ticket on Ms.’s account from January 7, 2020. Frontier advises that Ms.’s last repair ticket was February 2019. Frontier determined that Ms. did contact Frontier through the automated system on January 7, 2020 and system records indicate that there was also an outage on January 27, 2020.Frontier advises that Ms. spoke to Frontier on February 4, 2020 and an order was established to upgrade her Internet speed. A technician completed the order on February 10, 2020 by upgrading the modem and also fixed a cable pair. As a courtesy Frontier applied an adjustment of $58.79 for the service issues.Frontier spoke Ms. and explained the information above. Ms. is satisfied. 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
Frontier is billing me for a service that was not provided. They wrote up two tickets. One was for a bad wireless box and the other was for bad WiFi connectivity. The tech did replace my bad wireless box but was unable to resolve my WiFi connectivity. The tech did not even look at my upstairs router or wiring. I only explained what issues I was having. The tech recommended for us to have Frontier reinstall my router to downstairs. That’s was all he did. Frontier is trying to charge me $39.00 plus another $6 charge for wiring maintenance that was never provided. I will pay my bill but deduct the 45.00. I do not want this to show as an unpaid amount on my credit. I tried resolving this through their customer service department 2x and both times I was informed that was how the ticket was written and they can not change it. I will not pay for a service that was not rendered.
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 was billed by Frontier for a service that she
did not want to have added to her account, which included a one-time
$39.00 charge and a monthly charge for an inside wire maintenance plan.Ms. advises that Frontier needs to have the charges removed
from her bill.Frontier has investigated the above
statements and offers the following response:Frontier advises that after further
review, it was determined that the inside wire maintenance plan should not have
been added to Ms. Bien’s account when the technician was dispatched to her home. Frontier also advises that that customer
should not have been charged the $39.99 fee for activating the maintenance plan
since no work related to the inside wiring had been completed. Frontier advises that an order has been written
to have the inside wire maintenance plan removed, and the charges were
backdated to the date that it had been added to her account. The one-time charge in
the amount of $39.99 plus tax has been reversed.Frontier spoke with Ms. on March 9,
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.
After my monthly bill soared to over $300 in Dec 2019, I contacted Frontier, who informed me that I was no longer under contract, although they never notified me. I received a written monthly quote for a new bundle dated 12-21-19, effective 12-24-19, for $171.00. They never implemented this change, and have continued to charge me $330 per month, through my current bill. They will not refund the overcharges and have ignored my complaint filed with ***. I have been a customer since 2016, and Frontier has been an ongoing nightmare of poor service, do-nothing employees, deceptive billing, and bait-and-switch practices. This company should be shut down.
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 Frontier refuses
to honor the quoted rate for his Triple Bundle. Frontier has investigated the above statement and offers the following response:Frontier records indicate Mr. previously subscribed to the Triple Freedom Bundle for $196.98. This price excludes taxes, fees and charges for any products outside the bundle such as set-top box rentals, video-on-demand, premium channels, etc. The promotional discounts expired on December 20, 2019. Notes indicate Mr. was offered a new bundle for $171.00 per month with the same exclusions regarding additional charges. The order was cancelled noting the customer wasn’t eligible to receive this promotional rate. On February 26, 2020 a subsequent order was processed to provide the bundle at the previously quoted rate of $171.00 per month. I spoke with Mr. to discuss his concerns. The customer advised he is currently working this issue with another representative and wishes to continue with them. There are no actions required from me at this time. 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 issue is not resolved. The representative in Frontier Billing is on vacation effective 03-09, which gives me no one who understands or can act on my service and billing issues.
In fact, the major issue of Frontier forcing Digital Voice Mail on my account, reappeared on Friday night, less than 24 hours after it was allegedly removed. This overrides my answering machine and is one of the most blatant disregards for my privacy. The only person who understood this issue is in Billing, and she is on vacation.
Frontier's executive offices, and the Revdex.com, clearly want nothing more than to wipe their hands of my complaints, by implementing some arbitrary 5 day limit on the complaint.
I also demand, in writing, the service that you are providing me. No more hiding behind your representatives who don't understand the bait-and-switch business model which is Frontier. And Edna, I don't appreciate your attempt to bilk even more money out of me with your threatening remark about the set-top boxes. If this is your way of dealing with people, I wish to terminate any further contact with you.
Assign me to someone else.
Frontier Communications has received notification of
additional concerns from the above individual. According to the complaint: Mr. states his voicemail issues have not been resolved. Frontier has investigated the above statement
and offers the following response:Mr. confirmed the voicemail issues were resolved on March 12, 2020. The billing information provided to Mr. on March 6, 2020 was to educate. The customer was advised that no changes were being made at that time, but Frontier frequently audits accounts and once the billing error is discovered the correct (higher) rates would be applied without notification. Not providing this information would be a disservice to Mr.. 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 have never contacted this company for anything, but they got a hold of my cell phone number and have been calling me 4 times a day for the past month. I have answered and there was no response. I then tried to block them, but then they call me from 3 other numbers. I am not interested in services nor have I ever been.
Frontier has investigated the above
statements and offers the following response:Frontier has added Ms. to Frontier’s do not market database.Frontier attempted to reach Ms. to advise of the above. Frontier did leave a message for Ms. that included direct contact 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.
I switched to Frontier a couple weeks ago from a competitor, and have regretted this decision ever since day 1. In fact, I'm going back to the competitor this week. Frontier has had terrible, inconsistent DSL service that requires me to reset my modem about 10 times a day (and I am not even home during the day). Many times I can't even get the service to come back on at all so I give up and turn on my mobile hotspot. I was open to working with the company and tech support in order to make it right, and have reached out almost daily to them - but it's very clear that nothing is working. I feel very strongly that Frontier is not delivering on a product, and that I shouldn't owe any money. When talking to customer service agents recently, it was clear they were unable to budge on certain fees - one of those being the $75 technician install fee "because the technician came out." They also say I owe through the end of the billing month (3/18) and that there is no possible way for me to get credit for those weeks, even though I am not using the service. What they did give me was $22.50 credit for the days I had a trouble ticket open, and one tech said he would give me back $25.99 for part of the technician fee. But let's be clear - my bill was $130 including a $75 install fee, and I HAVE BARELY HAD WORKING INTERNET. If a window installer installed a window with a crack in it, they would make it right or I wouldn't pay, and I wouldn't be expected to pay. It doesn't matter if the installer actually came out to install the window or not - the company should make it right. In fact, I've had multiple techs tell me that the service is likely not ever going to work with my devices. On top of that, I have $9.99 that I have to pay to disconnect. Are you kidding me!? Given that I have had a faulty product the entire time, how am I responsible for payment? Why is Frontier not taking responsibility for their terrible service and waiving some of the fees? I'm not sure how Frontier gets away with this, but it's awful business practice.
Frontier CommunicationsThank you for referring the
complaint of Dana
*** to our office for review. We appreciate her bringing
this matter to our attention.The complaint states that:Ms. states that
she has been experiencing Internet speed and connectivity issues with her
Internet service from Frontier. Ms. is disputing
her bill for Frontier services and would like some if not all the remaining
balance waived. Frontier has investigated the above statements and offers the
following response:Frontier advises that Ms.’s
Internet service was installed by a Frontier technician on February 19, 2020. On February 22, 2020 a trouble ticket
was placed for no DSL sync. A Frontier technician was dispatched on February
25, 2020 and found a broken connector.A subsequent trouble ticket was placed
on March 1, 2020 for Frequent disconnects. The Frontier technician was
dispatched on March 2, 2020 and a programmed modem was left for the customer on
the front porch. Frontier further advises, Internet
speeds are based on multiple variables including limitations of the computer,
wiring inside the home, time of day, distance from Frontier’s equipment, among
other things. Ms. made the
decision to disconnect her service and an order was placed on March 3, 2020. Frontier has applied credit
to Ms.’s account for time out of service in the amount of $22.50 and
applied a credit towards installation fees of $37.50. These credits will appear
on the March 2020 bill cycle. Frontier spoke with Ms.
*** on March 10, 2020 and advised of the above. Ms. has been
provided direct contact information should she have any further questions or
concerns. 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.Frontier Specialist: Sarah
H*** Department: Consumer Relations
The *** requested a phone line for emergency alarms in the summer of 2019. It is now March 2, 2020, and we still do not have the phone line installed. The last written correspondence we received stated the installation had been rescheduled to November 21, 2019. To access the site, Frontier will need to request access through locked gates. As a small district, our office has very limited hours. So I have called the Frontier customer service line only to be told they cannot do anything as there is an outstanding order for the installation. I do not have an address where I can write, I don't have an email address for correspondence, I just receive no information.
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.
*** states that they have been trying to get service installed to their
facility which requires new lines to be ran and buried. Frontier has investigated the above
statements and offers the following response:Frontier has investigated Ms.
***’s complaint and advises construction of the buried lines to their facility
was completed on May 6, 2020.Frontier installed service to
the network interface device on their facility on May 11, 2020.Frontier spoke with Ms.
*** on May 11, 2020 to confirm service was installed and Ms. advised she
will work with her contractors to bring the service inside and will contact Frontier
if she needs inside wiring and a phone jack installed. 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.Frontier Specialist: Christopher
Cenzano Department: Consumer
RelationsTelephone
Number: 844-320-4445 x 1130416 Fax
Number: 518-773-3717
Revdex.com:
I agree with the response except that their technician was unable to bring the service into the building. I had to have my contractor provide access so their technician can return and bring service in the building. This is scheduled for tomorrow, May 21.
However, even though I do not have service, I have a bill. I've called customer service and they are changing the bill to reflect service beginning tomorrow when the technician will install the service in the building.
With the assistance of a very personable customer service representative, we've resolved the bill issues, so no further action is required on the part of Frontier.
Regards
Our office phones have not worked since December 2019. We have called Frontier and *** multiple times requesting repair and have indicated it may take 18 months to fix the phones. This is unacceptable since we are losing business
Frontier Communications Thank you for referring the complaint of *** to our office for
review. We appreciate ***l for bringing this matter to our
attention.The Complaint states that: Our office phones have not worked since December 2019. We have called Frontier and *** multiple times requesting repair and have indicated it may take 18 months to fix the phones. This is unacceptable since we are losing business, Relief Requested:Have working phonesFrontier has investigated the
above statements and offers the following response:Frontier states this is an area outage. Frontier states wet cable in the manhole.Frontier states on 26 Feb 2020 it is an underground cable and the last update from the local manager is that we are waiting for permits from the city to do underground work.Frontier states we have no estimated time of repair.We trust that this information will assist you in closing this
complaint. We regret any inconvenience that *** and *** may have experienced as a result of the above matter.
I opened an account with Frontier and was told there was no contract period. I then closed my account after over a year and an increase in my monthly payment. I went on-line the week after closing my account and my account stated zero. In early November I received a letter stating I owed frontier $38.14, I called on 11/7/19 and spoke with Jennifer and Robert at (after 25 minutes on hold) and was told that Frontier would review my case and get back to me. No one at frontier has contacted me.
I now have a bill for collections from Credit Control Corporation, in the amount of $38.14. I feel like this is a scam, they don't review anything and then try to ruin my credit and scare me into paying money that I do not owe.
Thank you for referring the
complaint of Ms.
*** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms.
*** states that she was not under any contract with Frontier.Ms.
*** also advises that she was charged an early termination fee.Ms.
*** would like a refund of the $38.14 she had to pay Credit Control
Corporation.Frontier has investigated the above
statements and offers the following response:Ms. was on a triple
play with Frontier and received a discount of $73.49 and also an additional $10
discount that would have continued until August 2020. This information was listed on every billing
statement.If Ms. was not on a
commitment she would not have received all these discounts.Ms. disconnected
services on September 3, 2019 and the October billing statement issued credit
back for unused services from the September billing and an early termination
fee of $100. This left the balance of
$38.14 due.Frontier has made several
attempts to contact Ms. regarding this issue but has been unsuccessful in
speaking with her.Frontier has mailed Ms. Long
a letter with direct contact information if she needs any additional
assistance.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.
Refusal to follow-through on already promised refund for faulty line installation; barring, psychologically-deterring attitude by exec. personnel.
I can only find local, retail store locations for Frontier in my locale, Tampa, FL. I am submitting this complaint through NY in reference to what I believe is Frontier Communications' corporate office. If I am wrong, please advise as to which location I should refer, or whether is would be acceptable to refer to all Florida locations.
My first FL Attorney's General attempt resulted in my being contacted by a representative who wanted to insinuate that I was attempting to remove charges that were "valid." The work that was done on a second phone line installation was improper, and resulted in a malfunctional phone line that could not be used. Frontier wanted to charge me additional money to have a tech come out and repair the faulty work, and I declined. I asked them to go ahead and cancel the line. I also asked for a refund for the work done, as it was done incorrectly. I was told the line would be cancelled, its monthly charge pro-rated to an amount less than $9.99, and the installation fee would be refunded. [See order number.] The rep's name was Sherell. She informed me the charges would drop by the end of 5-7 business days. My bill is now due, and the charges are still there.
After being unable to secure a rep on the phone for Frontier to discuss the matter, I filed an AG complaint in order to facilitate contact. The executive representative asked me to explain the situation, then proceeded to inform me that he would look into the case and determine whether the charges could be reversed. I followed-along with this explanation, but every time I said, "Okay...," or, "Alright...," he broke conversation to accuse me of interrupting him, and told me that he had allowed me to speak, therefore he should speak also. I find this to be combatant and condescending. I was not interrupting him, but he displayed a strong, unspoken desire to keep me in the wrong. This is a psychological tactic on the part of Frontier. Additionally, he accused me of being combatant myself, and seemed to take my frustration with this situation as a personal attack. He did so after having escalated my attitude to a point susceptible to his scrutiny, in order to assert a moral superiority. He argued, then accused me of arguing. It is clear to me that Froniter wants to contact me in an attempt to shut-down my reasoning behind removing the charges for faulty installation work. He also described that the work needed to be done whether I paid Frontier to do it, or my own electrician (something that I already knew). He did not acknowledge the validity behind my assertion that Frontier's work had been faulty; he only stood behind the charges. When I asked him why he was giving me a neutral-to-negative answer, he informed me he was unaware of the details of the case, although I described those details to him at the beginning of the conversation. Please have a representative contact me who will appropriate the reversal of these charges, which has already been promised by your personnel, and please ensure they will do so in a professional manner that is not defensive. Please note that THE REVERSAL OF THE CHARGES HAS ALREADY BEEN PROMISED BY FRONTIER.
I have CC'd this complaint to the FCC, the Revdex.com, and the FL Attorney's General.
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 a billing dispute with Frontier.Frontier has reviewed the above
statements and offers the following response:Frontier spoke with Mr. on March 9, 2020 and advised Frontier
has issued a customer courtesy credit of $53.82.Mr. presented no further
questions or concerns and has direct contact information for the future.We trust that this information will
assist you in closing this complaint. We apologize for any inconvenience
that Mr. *** has experienced as a result of the
above matter.
I had a balance of 121. which part was past due. I paid according to what I needed to pay by their terms which was $81. I have several internet classes, and it was internet service. A t least a week later after payment had been made and showed on my checking account, on the weekend my service went out. I called technical support. They said they would need to come out and fix it, they did not say it was for a reconnect, because it should not have been disconnected. Tuesday was the first business day, and it came back on and the tech came out early. I told him it had just come on by itself. The only amount I should was left owing was for upcoming service of about $50. They charged me for a reconnect fee, and an additional amount of $25. plus a late fee as I recall. The billing was saying all sorts of stuff when I called about the problem, that I only had a bill of $65, and when I pointed out that the bill owing should have only have been $50. for upcoming service, he was saying they had given me a credit. but the $25 and the reconnect of $10, which he did acknowledge was not really addressed to my satisfaction. He was going to take off the $10 finally. But at first he was acting like I had left a past due, but that was not correct. He came up with all sorts of different figures. The total bill was $121. that included the upcoming bill. I told him to do the math and that I had the amount on my checking that showed they were paid $81 when required, that left a balance of $50. so there was no past due. He said things like they could not give a credit for a disconnect charge even when it was paid according to terms, and a week and a half to two week prior to shut off.He changed what he said as well as what was actually owed several times during the conversation. I don't know if the $10 will be credited, he said that would be, but the $25 was not explained, and as I recall there were some additional charged beyond that. My new bill came up at about $91. and my service is only suppose to be $50.
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. is disputing a bill for services
from FrontierFrontier
has investigated the above statements and offers the following response:Frontier
attempted to contact Ms. to address her complaint but was unsuccessful.
Frontier sent an email to Ms. with direct contact information to a
Frontier supervisor. 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. is disputing a bill for services
from FrontierFrontier
has investigated the above statements and offers the following response:Frontier
attempted to contact Ms. to address her complaint but was unsuccessful.
Frontier sent an email to Ms. with direct contact information to a
Frontier supervisor. 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.
RE: Mr. *** - Account # 010720-5
On 12/31/19, I received an email confirming that a technician would come over and install service at my residence on 1/7/20. That technician arrived here on 1/7/20, and spent five hours being unable to install service. He told me that my location wasn’t zoned for it. He told me to contact Frontier to cancel service. I did that immediately, even though there never was any service and no equipment was hooked up or activated. I spoke with a Frontier phone clerk named Wenford on a recorded phone line. He told me that everything had already been cancelled and there would be no bill for installation, equipment, or service. On 1/7/20, I received a disconnect email from Frontier. However, on 1/9/20, I received an email, along with subsequent mailings stating that I still have an outstanding bill of $125.08.
I have consulted with my legal counsel who researched this matter and found numerous complaints against Frontier for fraudulent activity. That said, we are willing to give Frontier 72 hours to provide me with written confirmation that there is no money due from me. If that doesn’t happen, we will be filing a lawsuit for money owed plus significant damages. We will also be subpoenaing all recorded phone calls I had with Frontier, along with contacting all social and news media outlets. In addition, if my credit score is negatively affected, additional monetary damages will be included.
Dear Revdex.com:Frontier Communications has received notification of a complaint
from the above individual. According to the complaint:*** cancelled service on the day it was scheduled to be installed, January 7, 2020.Request full credit on charges and no Collection and/or negative credit reporting activity.Frontier has investigated the above statements and offers
the following response:Upon further review we determined a cancellation request was completed on January 07, 2020.Frontier’s internet service is not currently available at the requested address location.Frontier advises our expectations are that all customers have a positive experience when requesting assistance with service or billing concerns.We further advise that a full credit was applied for all service charges, $125.08.No Collection activity or negative credit reporting is valid.On March 9, 2020 Frontier sent notification to *** per written request that advised of credit to be reflected on a Final Bill/Closing statement within thirty to sixty days.If *** has any additional questions, please contact the
undersigned.We trust that this information will assist the Bureau in
closing this complaint. Sincerely,Bridget G.
in August 2019 I called and spoke to a Marcus at Frontier at 1 *** I was calling for new services as I was moving into my new place. Marcus sold me a package and told me as a new customer I would recieve a $250 *** gift card and one year o*** for free. It never happened. I called to follow up after a month of service and was told I needed to wait longer from a customer service rep. I then put on my calendar to call back and in January and still nothing, the rep said they would reach out to Marcus to me directly because she can see he was the rep that sold me the packager. Till this day I have not recieved my $250 gift card or my *** for one year.
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. advises that when he became a new Frontier customer, he
had been offered a $250.00 *** card and a free one-year ***
subscription but has not received either of them.Frontier has investigated the above
statements and offers the following response:Frontier advises that after a thorough
review of the account, it was confirmed that Mr. had been offered a *** gift card in the amount of $100.00 and a free one-year ***
subscription. Frontier advises that Mr. will
receive a redemption email for the $100.00 *** gift card. After he redeems that offer, a *** gift card
in the amount of $120.00 will be sent to him in place of
the *** subscription. Frontier spoke with Mr. on March
16, 2020 and advised him of the above information. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of the
above matter.