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 cancelled my service in Nov 2019 and returned the equipment right away, it was received by then on 12/2. I called at some point in December to find out when I would get any money I had as credit in my account, they said February. I think that sounds like along time but whatever I guess.
So it now Feb 26, I still haven't received my money so login to my account and it does that I owe them $77.77, because I didn't return the equipment which was received by then in December.
I called their billing today and they did something to show the equipment was returned but said I couldn't get my money for another two weeks.
This doesn't seem fair since I did everything I was supposed to and timely and because if their own mistakes/fault I have to wait longer. You know if I owned them money they wouldn't allow me four months to pay them back.
I feel they should compensate me for their mistakes
Thank you for brining Mr.’s concerns to our
office for review. We appreciate him bringing his concerns to our attention. Mr. states that:Mr. states he cancelled his account in November 2019, he returned his equipment in December 2019.Mr. states that he got charged for unreturned equipment.Mr. states that he had a credit on disconnected account, he has not received that yet.Mr. is asking that his credit be processed immediately and some additional compensation by Frontier.Frontier
has investigated the above statements and offers the following response:Mr.’s account has been disconnected since 11/18/2019. The last day of the billing cycle was 12/01/2019.Charges for unreturned equipment were credited on 02/26/20.Refunds on disconnected accounts are processed after 90 days, from the last day of billing cycle. A credit of $32.23 was processed on 03/05/20, Mr. will receive a prepaid Master card with the funds of $32.23, 14-21 days from the process date. There is no additional credit due on the account. Mr. is welcome to reach directly to me if he has any questions.We trust
that this information will assist you in closing this complaint. We
apologize for any inconvenience that Mr. Higgins has experienced because of the
above matter.Sincerely,Customer
Relations
Worst experience ever! From beginning to end. The final straw was I received a bill for one amount from Frontier ($152.03) and then a letter from a collection agency for $241.39. Neither the collection agency nor Frontier wanted nothing to do with my situation and never gave me a reason for the $89 difference. I am a retired person on disability and was forced to pay the $241.39 or get reported to the credit bureau! Frontier has been such a nightmare that I cancelled the service and went back to ***. Lesson learned: 'you get what you pay for!
Frontier communications confirmed my address could receive services, guaranteed modem delivery on February 18th, confirmed a 30-day cancelation grace period and that the billing cycle would not produce my first bill for 4-6 weeks. My address isn't serviceable, the modem came on the 21st, guaranteed for the 24th, am being charged for early cancelation of services and for services rendered, first bill is due on March 13th, 3 weeks after services were activated. I contacted Frontier on the 21st, they credited me the service cancelation fee and scheduled a service disconnect for February 24th, though they clarified I will be charged for services between the 18th and 24th. Also, they would be sending me a return label for the modem. I later received an email showing that a credit had been applied to my account to completely cover the costs and nullifying the bill.
I have received no return label, no confirmation of cancellation of services, credits attached to my account have been removed since the 21st. The local office refuses to speak on these matters, the online chat option through Frontier isn't functioning, and the phone number isn't connecting.
Thank you for referring the complaint of ***
N *** to our office for review. We appreciate Mr. bringing this matter to
our attention.The Complaint states that: Mr. states Frontier confirmed his address can receive services, but Frontier did not provide a connection. Mr. states he was guaranteed modem delivery on February 18, 2020. Mr. states he was advised of a 30-day cancellation grace period and no bill for 4-6 weeks.Mr. states he was advised he would be responsible for the service charges when he requested cancellation of the service on February 21, 2020. Mr. states he received email stating his bill was adjusted in full, then credits were removed.Frontier has investigated the above statements
and offers the following response: Frontier has reviewed Mr. service address and confirm his internet service was activated on February 18, 2020. Mr.’s address is part of a RV park, service is provided up to the NID (Network Interface Device) attached to a permanent post/pole supplied by the RV park. It is customers responsibility to connect to the outlet inside the NID. This is industry standard for mobile customers to receive servicesFrontier has reviewed the chat Mr. had with the Frontier Representative Theresa. Per that chat, Mr. Show was advised ‘the soonest activation date is 2/18 – you will receive your welcome kit that includes the equipment and written instructions on how to set up the services.’ No guaranteed delivery date was discussed.Frontier finds that Representative Theresa mis-advised Mr. that if he ‘choose to disconnect your broadband service after your first 30 days of service, a $9.99 processing fee will apply. Your 1st months bill is not due until 4-6 weeks.’ Frontier apologizes for the misinformation provided. The Residential Broadband Disconnect Processing Fee is applicable to all Frontier internet customer’s when disconnecting internet. Frontier did not offer a 30-day grace period. Frontier generates a bill once installation order completes with payment due 5 days prior to next bill cycle. As Mr. did disconnect prior to the 30 days, Frontier has agreed to honor and issued a credit of $9.99 for the Residential Broadband Disconnect Processing FeeFrontier has reviewed notes from February 21, 2020 when Mr. requested to cancel the service with order ***. Frontier Representative Nicolas adjusted the quoted Equipment Delivery and Handling Fee of $9.99. No other credits or debits were issued on the account, per notes due to Frontier providing service to the premise.We trust that this information will assist you in
closing this complaint. We apologize for any inconvenience that Mr. may
have experienced as a result of the above matter.
Thank
you for referring the additional concerns of *** to our office
for review.The
additional concerns state:Mr. states he was offered a 30-day grace
period.Mr. stated our Agent advised he would not be
billed for the Residential Broadband
Disconnect Processing Fee if he disconnected prior to 30 days.Mr. states his credit card was debited in
full as a recurring charge.Frontier
has reviewed these additional concerns and offers the following response:
Frontier does not offer a 30-grace period.Frontier regrets any misinformation
provided by our chat agent. In this instance a credit for the Residential Broadband Disconnect Processing Fee was applied on 3/11/2020 and reflects on the 3/18/2020 statement.Mr. agreed to utilize Frontier
auto pay which pulls the balance printed on the statement. Any adjustments
applied mid cycle are not reflected until the next billing statement.After careful review it has been
determined the charges/fee is valid. In this instance, Frontier will provide a
1 time courtesy refund in full to resolve the concern. A full refund will
be processed in 30-90 days.
We
trust that this information will assist you in closing this complaint. We
apologize for any inconvenience that [Customer] 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
In January of 2020 I had an interruption of my internet service that I purchased from Frontier Internet. This happens very regularly and has since I moved to this address in 2012. This has been such a common occurrence that normally I don't notify Frontier about outages because the problem generally rectifies itself before they are able to get a technician to come out and diagnose the problem. Their infrastructure is in bad need of repair. Their "boxes" are commonly seen torn open, with the housing not in place and stay this way for months at a time. Every time it rains the lines get wet and until they have had a few days to dry out, service will be interrupted. This particular outage was on day three or four so I decided to contact them. Upon being connected to a customer service representative I was told that it would be seven days before a technician could come diagnose the problem. I decided that I was no longer going to be needing their services because they were not able to provide me with reliable internet service. This has been an ongoing problem since 2012 and I was not willing to proceed with paying for a service I was not getting. I requested to cancel my service. What should've been my last bill arrived and I promptly paid it. All was well until two or three days ago when I received yet another bill from them. I opened it and saw that I was being charged $9.99 for a "residential broadband processing fee". I did not know what this fee was so I placed a phone call to the number provided on the bill. I was connected to a customer service representative who read off my phone number to me and asked if it was a good contact number. It was, and I replied as such. Then they read off an email address to me and asked if it was a good email to reach me at. It was not. They had an email address that ended in "gmail.com", my email address ends in "hotmail.com". I gave them my correct email address and they updated the information in their system. When asked how I could be assisted I relayed the information about the $9.99 charge. The customer service representative essentially told me that the charge was to shut off my internet service. She further stated that it was impossible to waive, credit, or suspend this charge. I asked to speak with her manager and was told that I was currently in ninth place to speak with her manager and the hold time would be two to three hours. I told her that I refused to pay a fee to disconnect service. Especially since Frontier Internet has failed to provide me the service that I was being charged for. She stated that the fee was in the contract that I agreed to. I never received a contract from Frontier Internet and advised her of such. She claimed that the contract was sent sent by email to every Frontier Internet customer after initial installation. I pointed out that until approximately ten minutes prior to this Frontier Internet did not have my correct email address and that I could not have received this contract, much less agree to it. Furthermore, by sending out a contract after installation would automatically bind a customer to a contract they had no option to oppose. This is not a legitimate way of doing business. I was told that if I didn't pay the $9.99 cancelation fee that it would be sent to collections. I have been a customer of Frontier Internet since 2012 and have had numerous issues with this company over the past eight years. I have endured multiple outages. Frontier Internet has failed to provide a service that I have paid for without fail for eight years. To be charged a cancelation fee of $9.99 when I most certainly did not agree to such a charge prior to subscribing to their service is preposterous.
Frontier CommunicationsThank 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 canceled his Internet service with Frontier
he was charged a broadband band processing fee of $9.99.Mr.
*** feels that due to multiple outages with his Internet over the
years he should not have to pay the $9.99 broadband processing fee. Frontier has investigated the above
statements and offers the following response:Frontier advises that the Broadband Processing Fee is charged for all Broadband Internet disconnects to cover the cost of processing the disconnection of the service at the central office or remote facility. Frontier spoke to Mr. today and agreed to issue a onetime courtesy credit of $9.99 for the Broadband Processing fee. The credit will leave Mr. with a zero balance.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
My husband and I switched over our internet service due to horrible customer service were I was on the phone with this company for a total of 10 hours to try to pay my bill on line and the inability of the company to come out and service the system for almost two weeks I canceled my service after paying my entire bill on Dec 17, 2019. I then begin to recieving a new bill of 25 dollars for Dec 24th and on for the next billing cycle. I called the company at least 2 more times each time the reps notified me that they did not see a bill on my account and that it must be a mistake to just disregard. That I did now I have received a notice from a credit company stating it has been sent into collections. My experience with this company was horrible as I haven't even gotten into the fact that their system continued to call/text me for two months telling my schedule tech would arrive soon and the reps I spoke with on the phone had no clue what they were doing as I still was never able to pay my bill on line due to my account wasn't set up after speaking to multi people via phone and their communicator via web service. Please look into the bill matter companies shouldn't be allowed to scam their ex customers.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our attention.
The complaint states that:
· Ms. states that she received a bill for $25.00 after disconnecting her Frontier service and that when she called, she was advised her balance was zero.
· Ms. further states that she received a text for two months advising her a technician would be arriving.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Ms. does owe a balance of $25.01 to Frontier as communicated to Ms. on the December 28, 2019 and January 28, 2020 bill statements.
· A trouble ticket had been entered on Ms.’s account on December 17, 2019 for Internet issues prior to her scheduling an order to cancel service. The trouble ticket should have been cancelled when the service was cancelled however, due to an error, the trouble ticket was not cancelled. This open trouble ticket would cause text messages to still go out. The trouble ticket was cancelled on December 20, 2019. This trouble ticket did not generate any billing or charges to Mr..
· Frontier spoke with Ms. on March 4, 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. have experienced as a result of the above matter.
Frontier Specialist: Sarah H Department: Consumer Relations
In Nov. '19 my internet service was inadvertently downgraded due to Frontier errors. To get it back to where it was I was told they'd have to charge me a $75 installation fee plus a $9.99 equipment delivery fee. They would notate that I would have a $84.99 credit due. I needed to call back to have the credit applied. I called back to get the credit applied and was told they see the notation but I would have to wait until the the bill was issued.
12/20/19 Called to get the credit applied. Stuart told me he saw a notation but couldn't read it. Asked for a Supv. who told me they could only issue credits up to $25 and I should call back 4 times. I declined and he told me he would submit a credit for $84.99.
12/30/19 Called to see if credit had been applied. Tory told me it had been submitted but not approved and to pay the full amount.
1/20/20 Credit still not showing. Called and Kendra told me she sees the credit has been approved but not yet applied. I deducted $84.99 from my payment
2/19/20 Credit still not showing and I was charged an additional $9 late fee. Called and Jayga told me see sees no notes or anything about a credit. She told me she would institute a dispute for $84.99 and personally call me back in 24-48 hrs. That was 6 days ago.
Thank you for referring the complaint of *** to our office
for review. We appreciate him bringing this matter to our attention.
The Complaint states that:-Mr. states his services was downgraded due to Frontier errors back in November 2019.-Mr. states to upgrade his services back he would be charged an installation fee and a equipment delivery and handling fee in the amount of $75 and $9.99.-Mr. states he has spoke to multiple representatives that advised him they would take care of the charge.-Mr. is disputing the charge and requesting credit to his account for the $84.99.
Frontier has investigated the
above statements and offers the following response:-Frontier
records show Mr. was downgraded from 6m to 3m in November 2019.-Frontier records
show Mr. was upgraded back to 6m on December 3, 2019. -Frontier records
show Mr. was billed $75 and $9.99 for installation and equipment on the
December 16, 2019 statement.-Frontier has
issued the credit of $84.99 in addition to the late payment fee of $9 on current
bill effective today. Current balance now reflects $93.81 due by March 11,
2020.We trust that this information will assist
you in closing this complaint. We apologize for any inconvenience that Mr.
has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. However, the response from Frontier is not totally correct. I was originally on 6mps, erroneously downgraded to 1mps and put back to 3mps because 6mps was no longer available at a $20 additional cost per month ($10 is being waived).
Regards
Alleges service cannot be shut off mid month forcing full month of charges. Makes you call 3-8 times to resolve their issues of poor records, staffing, etc... Then they cannot on another several attempts get the addresses correct to ship back their hardware when the correct address is the updated billing information. At which point they hire a TPA to harass you to fulfill the return when you have no box, label, etc... to do so.
Frontier CommunicationsRevdex.com Complaint Thank you for referring the
complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.The Complaint states that:He was billed for a full month of service even though he wanted to end his service earlier.Mr.
*** also is requesting approval to dispose of the modem/router.Frontier has investigated the above
statements and offers the following response:Frontier advises that pursuant to Frontier’s terms and conditions, Mr. was billed (and thus incurred charges) through the end of his billing cycle.Mr. was eligible to continue receiving Frontier services through the end of that billing cycle.Frontier confirms that an order to disconnect services was placed on February 21, 2020 and was back dated to be effective January 16, 2020 which in turn Mr. was billed for services for the month of February 2020. Frontier advised when the March 2020 billing statement process any credits due to cover the February 2020 billing statement would automatically be applied. Frontier submitted a request to have a return mailer kit for the router be sent to Mr.’s new address.Frontier spoke to Mr. on March 3, 2020 and advised of the above. 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.Frontier Specialist: Donna
L*** Department:
Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is a resolution to me.
Nothing about this process has been satisfactory I should not have to run down Frontier and be hassled by third-party vendors when we follow through on all the things and have the documentation to prove the initial cancel on the 16th that was emailed to us. On multiple occasions we attempted to send back the modem in question and in the most recent phone call we were told to dispose of it. Had I not made contact with the Revdex.com Frontier what had me throw out that modem and then attempt to charge me $100 for failed return a product. Furthermore I was given no satisfaction with respect to the lack of cooperation for name and last name first initial as well as contact numbers ticket numbers or any other way to verify these communications had transpired. It is my opinion that Frontier is operating an incredibly shady and unfair business practice.
Nonetheless the matter should be resolved upon the completion of the March billing cycle and presumably the modem return box I sent to the proper address which has been confirmed via phone call at least two times.
Regards
I ordered service with company but was unable to use services due because I had another internet service in the house so I called them they told me they were going to to give me a credit for my time out and disconnected my service and the number for that was *** that was December 26th 2019..I received another letter January 28th that they were still trying to Bill me through Frontier National collection service so I called the number they gave me*** they said they were gonna take care of the matter Now I received a letter February 12 2020 from the credit control corporation so I call frontier talk to a girl named Renisha said she was gonna put all the information in the computer because collection don't want to talk to me because they sent it to credit control...
Frontier CommunicationsThank 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 internet billing from Frontier advising never
received.Frontier has investigated the above
statements and offers the following response:Frontier confirms on October 14, 2019 a technician was dispatched to install internet for Ms. whom during the visit requested the internet order be canceled and not installed.Frontier confirms due to isolated error the service order was not properly cancelled and flowed into billing.Frontier confirms the error was corrected, the account closed and credited to a zero balance with notification sent to the outside collections agency.Frontier spoke with Ms. on February 26, 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.Frontier Specialist: Amanda
J. Department:
Executive Relations
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
When I subscribed for the frontier internet, I was told that I'll have to pay $49.99 plus taxes but my JAN 2020 bill came to $148.38. There are several additional charges which I was not aware of and can't afford to pay. I tried contacting customer care but they just offered to waive $9.99 which is not acceptable. The leasing company also offered only Frontier which is why Frontier is taking advantage of their monopoly. I would need Frontier to waive these additional charges.
Thanks
The Complaint states that:Mr. reports his first
Frontier statement did not bill at $49.99 as quoted.Frontier has investigated the above statements and offers the
following response:Frontier
records show Mr. subscribed to Frontier FIOS Internet 500/500 on
January 21, 2020.Frontier
advises that the January 21, 2020 statement included monthly charges for
FIOS Internet 500/500 plus WiFi Router for $49.99 plus taxes. The
statement also included one-time Highspeed Internet installation plus an Equipment
and Handling Fee of $84.99.Frontier
advises that the Highspeed Internet Installation and Equipment and
Handling Fee are valid charges and will not be waived. As a
courtesy Frontier agreed to bill the Highspeed Internet installation in 3
installments of $25.00 each.Frontier
spoke with Mr. on February 26, 2020 to provide the above information.
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 told I would get wifi for $37.99 a month and with a phone it would be another $10.00 a month. I called the number from their website in December 2019. I was told there would be no hook up fee if I could set it up myself and I said yes I could. I asked when my bill would be due and was told it would be due a month after I received the equipment. I received the equipment on December 24th. It did not work until a week later and I was then told I would have a hook up fee because I wanted the home phone line and I told them that when I ordered I specifically asked for the phone line and wifi and was told there was NO hook up fee. So then they said ok call back after the phone starts working and they would drop the $75.00 hook up fee since I was told there wouldn't be one, so I did that. I called in January to pay my bill and it said I owed $212.00 so I called them AGAIN and said what is this about my bill is only supposed to be $48.00 a month and two separate people assured me that it just hadn't been updated and I only owed $48.58. I payed the $48.58. Then today I got online to pay my bill and it says I owe $241.00. So I called AGAIN. this time I was on the phone with a man for about 20 minutes or so and he kept saying "this doesn't make any sense I'm not sure whats going on here, definetly looks like you were over charged" he put me on hold a few times and then next thing I know we had been disconnected. So I called back and spoke to another man that said I would need to pay the bill and then they could credit me anything that was over charged. I said absolutely not. I told him to cancel it and he said it would cancel on its own if I didn't pay the bill and would go to collections. I then called the local number for frontier and was told that she couldn't help with the bill but that the customer service people should definetly cancel the service. So I called again and was told it was scheduled to be cancelled on March 16th. I told him I was not paying for any more time and that I wanted it cancelled now. He said I could only cancel at the end of the billing cycle. I was repeatedly misinformed about what they were billing me and now they say it will be sent to collections.
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 that he was offered a voice and data package for $47.99 before taxes and fees, along with no set up costs. The phone portion of the installation was delayed, and during that time Mr. was charged for a $75.00 set up fee. •Mr. states that he cancelled services on 2/25/2020, based on his previous billing experiences, and was advised that he would have to pay for the full billing cycle through 3/17/2020. •Mr. wishes to ensure that his credit was not affected as a result of his account issues. Frontier has investigated the above statements and offers the following response:•Frontier records confirm that the promotional rate was $47.99 before taxes and fees, once the voice service was successfully established. •Frontier has issued a service adjustment of $75.00, along with an adjustment for monthly charges from 2/26/2020 to 3/17/2020. The total adjustment amount is $122.21 after taxes. •Frontier records indicate that Mr.’s credit was not affected as a result of his account issues. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I have been trying to get internet at my house for the past three months. Each time I have called, someone different answers the phone and my account can never be found. I have spoken numerous times with customer service because the office in Marion, IL apparently cannot deal with any customer problems and they always transfer you. I have no internet or have been able to get internet. The technicians refuse to come to my house. I got a bill in the mail today (02/25/2020) saying I owe frontier $108 for a past due bill and my next bill. I have never received any type of bill from them to be able to even have a past due on my account and I don’t even have the internet set up at my house to be charged for anything. They are not resolving my issues and to be honest this is a very childish ring around the Rosie type of business where no one knows what they’re even doing. I do no recommend this internet service to anyone. The customer service people have no idea what to do or how to handle any of the situations. They have told me that the old tenants that used to live in my house still had internet there and that I cannot get internet until it Is shut off. I do no understand how that pertains to me considering I’ve been living in my house for the last three months and so not know who the old tenants Even are.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our attention.
The complaint states that:
· Ms. states that she has been trying to get Internet installed at her residence and has not been able to get the service installed.
· Ms. states she has received a bill for services that have not been installed.
Frontier has investigated the above statements and offers the following response:
· Frontier located an order for new service for Ms. placed on February 3, 2020. The order was placed on hold for Ms. to provide a rental agreement as the previous tenant’s service was still showing active. The order was subsequently cancelled by Ms. on February 21, 2020.
· Ms. received a bill for service for an order that was placed on December 27, 2019 and installed on January 15, 2020. This service order although placed by Ms. was installed at the wrong address. An order has been placed to stop billing and credits have been issued and the bill has been brought to a zero balance.
· Frontier has been in contact with Ms. numerous times the week of February 24, 2020 and a new service order has been placed to install her service at the correct address. Frontier is waiting for Ms. to pay a deposit and the order will be scheduled.
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
We have been customers of Frontier Communications for almost or more than 20 years. Recently, the internet service has been terrible. It drops all the time, by all the time, I mean several times an hour, every hour, all day long. I called and talked with someone regarding it. The answer (according to their technical support department) is that there are too many customers using the lines, so the service has become poor. They are no longer offering this service in my area, we are grandfathered in. We cannot change our plan in any way because that would put us into a "new" customer status, and then we couldn't get the service. So, the Customer Loyalty department offered to reduce my bill to $70/month plus taxes and fees (a savings of $17.98/month). So, this month my bill came, and it's not changed, same price, same everything. I called them to inquire about it on 2-24-2020, and they now say, they can't give me that lower price. I eventually talked with an associate named Lenora from the Connecticut office who told me on 2-24-2020 that she would fix it and she would call me later on that afternoon. No call. I called the next morning (2-25-2020) and spoke with a Lisa in the disconnect department who said there is "no way" they can give me that price. That's it, nothing more they are going to pursue.
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:Ms.
*** states she was quoted a lower price for services but is still
being billed at the higher rate.Frontier has investigated the above
statements and offers the following response:Frontier advises Ms. was quoted lower pricing for 12 months on February 7, 2020, which included slower internet speed that was not completed.Frontier states an order was placed on March 5, 2020 to honor the price point previously quoted for 12 months. Frontier confirms a credit was placed on Ms. account to match the price previously quoted for her February billing statement.Frontier spoke to Ms. and advised of the above.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that *** Jenkins
has experienced as a result of the above matter.Frontier Specialist: Donna
L*** Department:
Executive Relations
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, as long as they follow through as they propose. My concern is that during the discussion with Donna and after speaking to several other Frontier employees previous, that my service will actually just be turned off and I will no longer have any service from them. I fear this because I had previously been told repeatedly that if anything changes with my account, my internet will simply be turned off. Hopefully that does not happen.
Regards
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.
I totally accept their resolution, if it would stick, as you can see, again, my new bill does not reflect the $70 charge they agreed to. It is now $80.00. I don't understand why they don't make good on what they offered to me. I actually am getting so frustrated, I'm beginning to think this isn't even a fair resolution because it is taking my time each month to file a new complaint.
Regards
I have been trying to straighten out a bill with Frontier since December for phone/internet/dish bundle. I have spoken to multiple customer service reps who each one has given me a different answer as to why they are billing me for my dish service that I canceled on January 6th. I called in December to cancel and was told I was paid until January 9th so just make sure I cancel before that date. I was advised by dish and frontier to not cancel in the middle of my billing cycle. I canceled dish service on January 6th. My bill generated on January 10th- I pay everything online so called to have the Feb 9- March 10 dish charges removed from my bill. I was told just subtract the dish charges and pay my balance due and the February bill would reflect my credit for the dish bill. My next bill should be due March 5th! I get a phone call from frontier on February 17th my service will be terminated if I don't pay a past due balance. So call number 4 to frontier results in (after a 40 minute on hold time)customer service rep telling me I owe the old balance because I canceled in the middle of a billing cycle. I quote the previous call that I should subtract dish charges and pay balance- rep transfer me to billing who promptly hangs up on me!! I call back get person number 3- ask for a supervisor- she proceeds to pull up my bill and tell me that I owe the old balance because frontier paid dish for my February service. I say- mam I canceled that service on January 6th. She tells me my refund needs to come from dish but I still owe frontier. Would I like to take care of that today??? Nope - I'll pay you when I see my refund check. Then I get another disconnect notice in the mail that I owe late payment to guess who?? Dish network!!!! Billed by frontier. Are you kidding me??? My dish was shut off remotely 10 minutes after I made the call to them and you mean to tell me frontier can't get the billing right for 7 weeks??? I only have frontier service option for me at this time or they would be gone!!
I fulfilled my contract with Frontier communications. I found a different internet service provider (ISP) in my area that better suits my needs for internet service. I contacted Frontier to cancel my service. I was informed that they did not want their equipment back, however I will be charged a $9.99 fee for disconnecting my service. I confirmed I was not still in a contract with them and Frontier insisted I am still required to pay the fee to discontinue my service with them. Now billing. Frontier stated that they will not prorate my service and I must pay for an entire months. I informed Frontier that I am upset by the fact they are charging me to stop service with them and switch my ISP. I was not willing to argue that charge just to move on, but I refused to pay for an entire months service that I will not, nor I did not use. Frontier customer service representative calculated what my prorated amount would/should be based on when I canceled; further stating, if I only paid that amount, late fees would be added and the account would be also marked delinquent. I request to be be re-billed for the proper amount. Frontier has not billed me for my proper prorated usage. I contacted them and they refused to re-calculate my bill and insist to be paid for a full months service.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
· Mr. requested service to be discounted and was billed a full month in addition to a disconnection fee.
Frontier has investigated the above statements and offers the following response:
Records show service order 42026836 completed December 3, 2019 disconnecting service. On bill date December 1, 2019 Mr. was billed $63.98. On bill date January 1, 2019 Mr. was billed $63.98 with a $9.99 Broadband disconnection fee for a total of $73.97.On February 28, 2020 a credit of $73.97 was applied to the account bringing the balance to zero. In addition, the account has been recalled from collections.Frontier spoke with Mr. who indicated satisfaction with the resolution.
We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
At 1:00 pm today I called Frontier communications for an upgrade on my current internet I was looking for something a bit faster after being on the phone about 30 minutes I was told my internet can be upgraded from 12 mg to 25 mg but I would have to pay an installation FEE OF 75.00 DOLLARS when I already have service that paid up to date sounds like a RIP off to me and it should be stopped
Frontier Communications
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 requested to upgrade her Internet service but was informed there would be a $75.00 fee.
Frontier has investigated the above statements and offers the following response:
· Frontier advises there is a fee of $75.00 to upgrade from the Simply Internet Ultra 12 Mbps service to the Simply Internet 25 Mbps as it requires a technician to be dispatched to the customer’s home.
· Frontier spoke to Mr. and explained the information above. Mr. did agree to upgrade his Internet service and scheduled an appointment for March 4, 2020.
· As a courtesy, Frontier has offered an adjustment of $37.50 on the next billing statement for half of the $75.00 installation fee. Mr. agreed.
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: Amanda E Department: Consumer Relations
1
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 hooked up internet and phone with frontier Feb 1 service cuts out disconnect every day several times a day they gave one credit for 6 days and tell me that can't credit me for the other days it don't work nor are they capable of fixing the issue and they have me locked into a 2 year contract
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
· Ms. advises she experienced connectivity issues with her internet and was out of service for 6 days.
Frontier has investigated the above statements and offers the following response:
· Repair history shows the following trouble tickets*86027185 reported February 1, 2020 as name appearing incorrectly on caller id. The ticket was closed 02/03/2020 as updated database, no service trouble found. *86086719 reported 02/06/20 as frequent disconnects. The ticket was closed 02/06/20 as dsl equipment, trouble cleared. *86261868 reported 02/14/20 as frequent disconnects. The ticket was closed 02/17/20 as programming.
· Records show credits totaling $27.16 were applied for time out of service and for the equipment delivery fee.
· Frontier advises that time out of service credits are based on trouble tickets filed and service being out for24 hours.
· At this time all warranted credits have been applied.
· Records show service order *** with due date April 2, 2020 to port service to another provider.
· A Frontier representative spoke with Ms. and advised we would manually follow up to ensure all appropriate credits have been applied.
We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
I am writing with a concern to Frontier Communication scamming myself and potentially other customers.
I joined frontier in December 2015. After being a customer for ~4.5 years and my service price going up I decided to switch providers. I had called up on 1/2/20 and requested all my services be canceled on 1/18/20 which was the last day of my billing cycle from my 12/19/19 Bill. That bill covered the period 12/19/19 to 1/18/20.
On 1/19/20 I received a Bill for a full month of service, ie $166.89. When I called and questioned why I was told frontiers billing system is 1 cycle behind and to ignore it. The following month I would receive the final bill. (Seems like a scam to get more money from people on autopay but I said ok as I was not on autopay)
Then on 2/19/20 I received a bill for $27.57. I called on 2/23/20 to question why it was not “$0” just showing my account close out. I was told there was a $9.99 disconnect fee and also “prorated charges”. When I asked how could there be charges when I requested my service be disconnected on 1/18/20 which was the last day of my billing cycle the representative could not explain why. I asked to speak with a supervisor, after waiting ~38 minutes the frontier agent said all supervisors were busy but guaranteed me a supervisor would call me back sometime that day. This did not happen.
I called back on 2/24/20 around ~7:30pm spoke with a different agent explained situation with the same response. I did get to talk to a supervisor with no avail. The supervisor even tried to say the prorated charges were for when I made a payment on 1/15/20 and the disconnect date of 1/18/20 of which I explained the 1/15/20 payment was from the 12/19/20 bill but he could not comprehend.
The rep for this call name was Marlie and the supervisor was Manbi. I got a case # of *** from the call in case any legal action has to occur.
In the end I am not sure where the $27.57 comes from. It would mean there is $17.58 in some mysterious “prorated charges” and $9.99 in a disconnect fee. When I signed up back in 2015 there was no $9.99 disconnect fee in my 2 year contract and therefore I am not liable and/or held to this fee.
Overall I am looking for the $27.57 to be wiped and have the Bill read $0 as it should have.
I am glad to provide any Bills, etc I have to help resolve this matter.
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 investigated the
above statements and offers the following response:Frontier spoke with Mr.
*** on February 25, 2020 and advised a credit of $17.58 was issued to
complete the month billed in error being credited in full.Frontier advised as of
February 25, 2020 the balance due Frontier is $9.99We trust that this information
will assist you in closing this complaint. We apologize for any
inconvenience that Mr. *** has experienced as a result of the
above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. The executive customer care rep that called did a excellent job explaining what occurred and apologized. What I learned is frontiers billing system really needs a overhaul and customer care reps need some training. In the end I was happy with the outcome and detailed logical explanation from this executive customer care rep.
Regards
Frontier internet provides phone and internet to my house I lost service for 3 days made two phone calls and got the run around for 4 hours on the phone I simply asked to get a tech out to my home to fix my internet as all my surrounding neighbors have there internet working fine . I was told that I would need to pay $75 for them to come out . After speaking to a supervisor I was told I would need to wait an additional 45 minutes to have her look into it she was extremely rude and did not care that I was on the phone for as long as I was and gave no reason as to why it would take so long to simply put in the request for a tech. I have never been late on my bill and have had service with them for 6 years I was told by her that it didn’t matter how long I waited or how much of a run around I got that I would not be compensated for my inconvenience of requesting them to simply send a tech out .
Thank you for referring the complaint of
*** to our office for review. We appreciate him bringing this matter to our attention.In the complaint Mr. expressed
concern regarding being without service for three days and making calls to
Frontier but receiving no resolution.Our records indicate a trouble ticket was
created on February 24, 2020 due to no Digital Subscriber Line (DSL) sync. On February 26, 2020, our records indicate a
technician was dispatched to the premise and replaced a bad drop. The trouble was cleared when the technician
departed.The customer stated in the complaint, he
was without service for three days, as of the 24th of February. A credit for the time out of service, from February
21st – February 26th was applied to the account on
February 27, 2020. The credited amount
is $13.25. Attempts to reach Mr. have been
unsuccessful.Should Mr. wish to discuss this
matter further, I can be reached at EXT***.Thank you,Felicia TExecutive Customer RelationsEXT ***FRONTIER COMMUNICATIONS
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.
I still have no internet it intermittently comes and goes so far a total of 21 times with varying times on how long it took to come back on.
I spoke to Felicia T last week and she was suppose to get back to me last Friday but never did so I contacted her today and got ahold of her on 4th attempt. She said she is going to speak with whom ever she needs and would try to get back to me today march 3rd or 4th.
On top of all of this we had Fiber optic cable installed at my house on February 22, 2019 so that I could receive there Fios 100/100 which is what the Tech said he installed but somehow the main billing and customer service department still has me down as having dsl even though I paid $75 to have the new service installed last year. I do not under stand how the tech installs a service that I paid on my bill but they still keep telling me I don't have fiber optic and that I need to upgrade and that will take care of my problems last week the same tech was out and again verified that I do have all the needed components set up for the Fios and have since February 2019
I run a small business out of my home and have now been with out internet for 12 days and there has been no priority been put on to getting everything restored properly, let alone addressing the fact that they don't even know that I have fiber optic line already installed I have spent easily 5-6 hrs on the phone trying to simply get my internet restored and it has been nothing but a fight for a service that I pay for on time every month it is unacceptable and the fact that they wont give some sort of significant discount is also absurd I should not need to spend countless hours on the phone getting my internet back in working order or have to explain to them dozens of times that I already have the fiber installed. I am beyond frustrated with this entire process
I would like my internet restored ASAP and I want to see some sort of compensation for the lack of customer service and understanding, and I mean more than the $13 discount that they were going to give me
REBUTTAL RESPONSE:Mr. advised he continued to
experience issues with his internet and is requesting further credit.Our records indicate a technician was
dispatched to Mr.’s home on February 27, 2020, but the service went back
out on February 28, 2020. There was
confusion regarding what type of service was customer’s residence. The customer had an order created to upgrade
to the 200/200 internet speed. Unfortunately, my request to expedite the date was denied. There was no capacity to dispatch a
technician out sooner. The technician confirmed Mr. did
have fiber; however, they have cut their fiber drop twice now, knocking out the
service. The technician pulled a new
fiber drop through their customer owned conduit. The customer confirmed all lights were on
both devices. On March 9, 2020, Mr. advised he is
receiving slow speeds and not getting the 200/200 he was upgraded to. Mr. advised he was contacted and
informed in this area he would not get the speed of 200/200. The 200/200 shows available to be sold in our
system but the technician confirmed it could not be provided. Mr. was contacted and informed he
will received internet at no cost for one month ($29.99), and a courtesy
adjustment of $50.00 for the trouble he experienced. The account now reflects a credit balance in
the amount of $93.30. Mr. accepted
the credit adjustment.We sincerely apologize for the difficulty
Mr. has experienced as a result of the above matter.Should Mr. wish to discuss this
matter further, I can be reached at EXT ***Sincerely,Felicia TExecutive Customer RelationsFRONTIER COMMUNICATIONS
I have Frontier Fios internet service and have chosen to use my own router. Despite having my own equipment, Frontier forced me to allow the installation tech to install a frontier router, telling me I could later return it and take the rental fee off my bill. Now that I have installed my own router, Frontier is telling me that I cannot take the fee off my bill and I cannot mail in or return their router to a store. This is fraudulent practice, they forced unnecessary equipment on me I didnt need, lied to me about what I could do with it, and now theyre billing me for that same equipment I dont use.
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 requested a return label for Mr. to return his Frontier router.Frontier issued a customer courtesy credit of $25.00
for a missed appointment. Frontier
spoke with Mr. and advised him of the above information on
March 3, 2020.Mr. is dissatisfied with the
Frontier decision and feels our terms and conditions do not require him to rent
a Frontier router. Mr. has direct contact information for the
future.
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,
***
As they have stated, I reject the idea that my contract stipulates I am required to rent their router and pay a fee. Their pricing advertising is fraudulent (they advertise $40 per month for 500Mbps internet, but it is impossible to pay that price due to their rental fee). My contract does not state I am required to use their router and does not state that returning their router wont remove the fee. In addition, I was told by the installation rep when asked directly that I would be allowed to return the router and remove the fee, which is the resolution I am seeking.
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. is
disputing his bill for services from Frontier. Frontier has reviewed 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
requested a return label for Mr. to return his Frontier router.Frontier’s
position remains the same as there has been no additional information provided
that warrants a deviation from the original resolution.Frontier spoke
with Mr. and advised
him of the above information on March 4, 2020.Mr. is dissatisfied with the Frontier decision and feels our terms
and conditions do not require him to rent a Frontier router. Mr. 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.
Service started October 17th. My first bill was for $65.22. My bill has doubled sometimes more than doubled every month since. Have call multiple times and spent hours trying to get this resolved. I was promised every time it had been taken care of. Received an email February 20th for $230.00 due March 12th service was disconnected this morning February 24th.
Thank
you for referring the complaint of *** to our office for review. We appreciate your bringing this matter to
our attention.On
February 25, 2020, a Frontier representative spoke to the customer regarding
the concerns outlined in the complaint. Credit
in the amount of $189.51 was applied to the account on February 25, 2020. The credit included all overbilled charges
and 3 months late fee. A reconnect order
was also issued to restore service. The
additional package was previously removed, and the account is billing
correctly. We
apologize for the customer’s experience. We trust this information will assist
you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations