Frontier Communications Reviews (4127)
View Photos
Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
Phone: |
Show more...
|
Web: |
|
Add contact information for Frontier Communications
Add new contacts
ADVERTISEMENT
They bill when you have requested cancellation 02/22/2020 and still charge you until 03/17/2020 and then charge another fee. The cable is NOT hooked up at all I should not be charged for services that are no being used. As consumer I have the right to CNX my service after my contract as been fulfilled. And then another charge to disconnect.
Thank you for referring the complaint of Ms.
*** to our office for review. We appreciate your bringing this
matter to our attention. According to the complaint: Ms. states she was charged after she terminated Frontier services. Frontier has investigated the above statement
and offers the following response:Frontier bills TV and Internet services one month in advance. Termination of TV and/or Internet services will be effective on the last day of the customer’s Frontier billing cycle. If TV and/or Internet services are terminated after the bill date, the services will remain available to you through the end of the period for which the customer has been billed in advance. No partial month credits or refunds will be provided for services previously billed. The above information is available for review in Frontier’s Terms of Service (https://frontier.com/corporate/terms). 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 purchased internet service from Frontier Communications for the last 5 months. In that time the service continually comes on and goes off. It is in consistent. Additionally, when it is off I call customer service to get a solution and am given the run around for hours at a time. I have asked for supervisors only to be told no and have been hung up on after waiting on hold for a supervisor for 2 hours or more.
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:I have purchased
internet service from Frontier Communications for the last 5 months. In
that time the service continually comes on and goes off. It is
inconsistent. Additionally,
when it is off I call customer service to get a solution and am given the
run around for hours at a time. I have asked for
supervisors only to be told no and have been hung up on after waiting on
hold for a supervisor for 2 hours or more.Frontier
has investigated the above statements and offers the following response:Frontier states
that a trouble ticket was created with a due date on 2/27/2020.Frontier states
that a technician was dispatched to the home of Mr. and he
replaced the modem and the outside equipment.Frontier states
that contact made with Mr. verified that services were
repaired.We
regret any inconvenience that Mr. may have experienced as a result
of the above matter.” Frontier Specialist: Beatrice
S***
Department: Consumer Relations
This company is ridiculous in September of 2019 we requested to upgrade internet service as I work from home. Upon the installation of the upgraded equipment the service failed to work resulting in NO wifi and I was forced to use my cell phone hotspot to work. Technician came out a 2nd time and stated previous technician did not complete work properly. The Wifi worked for a quick 20 minutes after technician left then would only work for a few minutes here or there resulting in more calls to IT and this was repeated by 2 additional visits by technicians with NO regular working internet for nearly 40 days. We cancelled and went to another service provider. Since then they keep threating to send us to collections to pay for the installation equipment and service that NEVER worked. We should NOT be charged for equipment nor installation when service NEVER worked. They refuse to remove the $113.03 charges for this! This company and its RUDE employees are ridiculous and have no business dealing with the public.
Thank you for referring the
complaint of Ms.
*** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms.
*** advises of being charged for upgraded internet that did not work properly.Frontier has investigated the above
statements and offers the following response:Frontier advises a service
change order was generated on September 27, 2019, to upgrade the FiOS internet
speed.Frontier advises there were
multiple trouble tickets generated to repair the internet service concerns in
October and November 2019.Frontier advises Ms.
was charged a Technician Installation charge of $75.00 for the upgrade the
monthly service charges for the upgraded internet, bringing the current balance
due to $113.03.Frontier advises Ms.
made a payment, in the amount of $113.03, that posted to the account on
February 28, 2020, prior to Frontier receiving this complaint.Frontier advises a credit,
in the amount of $113.03, has been applied to Ms.’s account and will be
refunded to Ms. within ten to fourteen business days.Frontier spoke with Ms.
***, via email, and advised of the above information.We trust that this
information will assist you in closing this complaint. We regret any inconvenience that Ms. may
have experienced due to the above matter.
I subscribed to Frontier Communications internet service in November of 2019. They offered me the internet service for $39.99 per mother plus $10 for a router which was given to me at the time of the installation. From day one I encountered connection issues and complained to the customer service. They send a technician over to check the system. He replaced the router with another identical router and was not able to diagnose the issue. I searched online and found out the issued was the router which did not have strong signals. I bought a much stronger router and replaced it with Frontier's router and my issued was immediately resolved. I no longer had weak signals and my internet connection was improved drastically. I called Frontier and reported to them about it and asked them to take their router back and stop charging me $10 a month for a router which has never worked. They denied. However, they sent me a return box and mailing label to return their router which I did. So now I do not have Frontier's router in my possession but still am being charged $10 a month for it! I find this very unfair. As a matter of fact I think of them as thieves, because they are charging me for a router that I don't have. They are forcing their improper equipment for the reason of making more money. This is the most dishonest way of conducting busienss.
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 service
from Frontier. Frontier
has investigated the above statements and offers the following response:Frontier
advises the 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. Frontier
has provided direct contact information. We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Frontier Communications only sign up a fix price contract for 12 months. That is ok if that is their policy. After 12 months, they raise price like 25%, that is too high compared to the other provider. I need to call them to find a current promotional deal. I called on 1/3/20 and their representative Alex found me a deal with the exact service I had before: FiOS Digital Voice, Prime TV, FiOS Internet 50/50, FiOS QIP Whole-Home DVR and FiOS HD STB for a monthly charge of $134.70. I asked her to estimate the taxes and other charges, the total will come to $144.34 or so. The new deal confirmation number is ***. The new price should start with the next billing cycle, i.e., starts on 1_28-2_27_2020 statement and last for the next 12 months. However, when the new bill came in, it remains as high as the amount before I called, $185.32 or so. Frontier is notorious about this. After they agreed to a new deal, they still charge you the old high price again and again until you complained to Revdex.com. They should be punished for keep doing this over and over to customers. If you keep the old records, you can find my complaint about Frontier and *** on the same issues many times. Their Revdex.com rating should be lowered to D.
Thank you for referring the complaint of
Mr. Y
*** to our office for review. We appreciate Mr. for bringing this
matter to our attention.According to the complaint:Mr.
*** is disputing his bill for services from Frontier.Frontier has investigated the above statements
and offers the following response: Frontier
advises that the correct price for the package that Mr. subscribes to is $124.00
plus a service fee of $15.00 for DVR for a total package price of $139.00 per
month plus equipment, fees, taxes and surcharges.Frontier
advises the DVR service fee, equipment fees, taxes and surcharges are not part
of the customer’s term commitment bundle pricing.As
stated in Frontier’s terms and conditions, charges for services are subject to
change at any time. Frontier
advises the terms of service can be found at
https://frontier.com/corporate/terms.Frontier
apologizes to Mr. for his customer service experience. Frontier is working on opportunities to
alleviate customer frustration related to customer support and technical
service. Frontier
will follow up on the March 28, 2020 bill statement to verify accuracy. Frontier
spoke to 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.
The internet service is not what was promised. And the customer service is is deceitful. We were lied to when they claimed we would have 500mb internet service, that was never the case. We were lied to when they said we wont be charged extra for the improved service after troubleshooting but they just upgraded the service and charged us additional without our consent. I had asked if theyre "troubleshooting" improvements was going to cost us extra and the representative said no.
Then when cancelling, I was charged twice for the same last months bill that they haven't resolved.
And they termed our service 3 days earlier even though by contract, they made me pay for those 3 days.
SO in total they’ve charged me $360 for 2 months of terrible internet service, when contractually I had agreed to $53/month.
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:Internet service is not what was promised.Payment was deducted twice in error. Frontier
has investigated the above statements and offers the following responseRecords indicates account was
established December 23, 2019, and finalized on February 21, 2020.March 2, 2020, Frontier
contacted Mr. acknowledging his concerns. After discussing issues,
it was determined the internet services did not work successfully since
installation. As a courtesy, Frontier offered to issue a credit for all
charges. Regarding the double payment,
Mr. confirmed this issue has been resolved, and has received a
refund for the duplicate payment.. We trust
that this information will assist you in closing this complaint. We apologize
for any inconvenience that Mr. has experienced because of the above
matter.
I called Frontier back in July 2019, I asked if they could transfer my internet services from the location I was in to my new address(current address) on 08.06.2019. They said they could do the transfer and gave me a confirmation number to use #*** after 08.06.2019. After I moved to my current location and got to the place were I need to use my internet service, I contacted Frontier and talked to customer service, gave them the confirmation number and they turned me over to Tech support to get me connected. Tech department told me my services were suspended and they couldn't help me, I need to talk with Customer Service. So I did, they gave me a new confirmation number, 039237519 and said I needed to wait 48 hours, then call and have tech support connect my services. I waited, called, and again I was told my services were suspended and they couldn't help me, would transfer me to Customer Service I said no. I tried again on another day, This person said she closed the account and had to open a new account. She told me a Tech had to come to my location to get my services connected. I took half a day off from work as they were to be there around 2pm. No one showed up. By this time I was done with Frontier and signed up with *** in September. I needed service. So now I call Frontier again on 09.12.19, I asked them to close the account as I could not get my service connected. I was given verbal confirmation the account was closed, final order# ***. I was told that there would be a disconnect charge on my final bill at the end of September. I paid the bill this cause at this point I just wanted to be done! So then another bill came with another account number, so I called Frontier again. This time I talked with a gal named Jasmin on 10.20.19. I asked if she could do a look up not by account number, but under my name to see how many accounts were under it. She told me, I had four accounts, two for my old address and two for my new address. I can't remember how many accounts were still open under my name, but I asked her to close them all. And told her I had sent a payment for the disconnect fee on one of the accounts. I told her my story and how I never received any services for this location as no one was able to get the service connected. She checked with the Tech department to confirm what I told her. She said the Tech department confirmed no services were ever connected on the two accounts for my current location. She closed all accounts that were still open under my name. I asked for a confirmation number, and she provided me with #*** a cap ticket. Also, that I would receive a 100% credit. I thought everything was done, finished. Then I received more bills for one of the account's that was suppose to be closed. I called again and got the same run around. I am filling this complaint as Frontier is threatening collection and I am done asking for Frontier to closed the accounts. I can't believe what they say anymore and I have nowhere else to turn. I am asking for them to stop billing and close this account with no charges.
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. is stating that she
attempted to transfer her Frontier service to a new location but they
never worked.Ms. says that she
disconnected the service after her installation appointment was missed and
she was advised that she would not owe a balance. Ms. states she is now
receiving collections notices for the account.Ms. is requesting to
have a billing adjustment and no collection activity reported on her
credit. Frontier
has investigated the above statements and offers the following response:Frontier records show that Ms.
*** contact Frontier on 8/3/19 to have her internet service
transferred and the self-installation could not be completed at the new
address.Review of the account history
confirms that Ms.’s request for a technician to be dispatched
was not completed and the internet service was never successfully
installed. On 2/19/20 a balance of $149.97 was
written off to an outside collections agency. The final balance of $149.97 has
been adjusted to zero, the outside collections agency has been notified of
the correction and they will notify the credit bureausWe
trust that this information will assist you in closing this complaint. We
apologize for any inconvenience that Ms. has experienced as a
result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I started service with Frontier in August of 2019 because they said if I went with them I would get a $100 *** rewards gift card. They sent me an email stating I would also get another $50 *** rewards gift card. They have not sent me anything. I called and they would put me on hold and then hang up on me. I finally talked to Ruth Flores and she said the person that did my order didn't close the order and that's why they didn't send me anything. She said to call corporate. I have all the emails to prove this.
Thank you for referring the complaint of Mr. to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:· Frontier advises on August 29, 2019 an order was initiated for Frontier internet service effective September 6, 2019.
· Research determined that the order was incorrect and missing the promotional code for the *** gift card.
· On March 5, 2020 Mr. provided a copy of the redemption email for the *** gift cards totaling $150.00.
On March 5, 2020 I spoke with Mr. regarding his concerns. During this contact, I explained to Mr. that the *** card promotion is no longer available and therefore; a *** card cannot be generated. I advised to Mr. that a manual credit of $150.00 can be issued to his Frontier account. I explained to Mr. that if his bill was current and no balance due that the credit could be issued. I explained that there must not be a balance on the account when the current is issued. If there is an account balance this balance would be debited from the credit amount. If the account is paid in full and no account balance, the credit can be issued and a manual refund of the credit balance could be mailed to him. Mr. advised that he would consult with his wife and contact me back.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
I have contacted Frontier several times over the past few months about NO internet service. I have opened multiple tickets and they have not resolved the issue. They scheduled a time to have a tech come to my house on 2/21/2020 but DID NOT SHOW UP. I then called to speak to a manager on 2/22/2020 and FRANZ hung up on me. I had to call back and open ANOTHER ticket. They have told me there is a high speed 'commercial' box that was installed close to my house but have NOT connected me to that box. Instead they have me pinging off a tower in TORONTO CANADA. I have spent numerous hours on hold and explaining over & over again my issues. They have only credited me 8 days but service has not worked for MONTHS! I had a ticket #*** then ticket #*** was created on 2/19/2020. I then called on 2/22/2020 for ANOTHER ticket #***. On 2/22/2020 I spoke to a SECOND supervisor Louis who admitted that I had OVER 1000 DISCONNECTS so far in February 2020 and that should never be more than 5 in 1 month. They obviously know there are issues with the internet service but can't seem to resolve this. I have used my cell phone as a hot spot for months which has increased my cell phone bill.
Thank you for
referring the complaint of *** to our office for review. We appreciate
bringing this matter to our attention.The Complaint
states that:Internet services not working successfully. Frontier has
investigated the above statements and offers the following responseRecords indicate a total of 3 trouble tickets for the year of 2020. First ticket was created on January 29, 2020; which was canceled due to a replied response (SMS) from phone number 585-727-1401 requesting to cancel ticket. Second trouble ticket created on February 19, 2020. This ticket was completed on February 21, 2020. Third request was created on February 22, 2020 and completed on February 25, 2020. Tech made an unsuccessful attempt to reach customer. We trust that
this information will assist you in closing this complaint. We apologize for
any inconvenience that Ms. has experienced because of the above matter.K. FFrontier
Communicaions
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.
The third ticket I again sat home ALL DAY. I saw the Frontier truck drive by several times but NO ONE ever called, texted or showed up at my door.
They closed the ticket without letting me know and have NOT resolved my issues.
I have had OVER 1000 DROPPED connections in the month of February 2020.
I have documented several dozen dates and times that the internet was NOT working.
Frontier has ignored my issue but continue to charge me.
I should get at least a one month credit for all the issues so far in 2020.
They get a FAILING grade from me. As a consumer AND business owner I am unable to rely on Frontier service for emails and working from home. The internet drops off nearly every 30 minutes requiring me to unplug and restart the router.
The last ticket issued they were suppose to come INSIDE and test THEIR EQUIPMENT. They did NOT do that.
I am not satisfied and this is not resolved.
Regards
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:Internet services not working successfully. Frontier
has investigated the above statements and offers the following responseFrontier’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 apologize
for any inconvenience that Mrs. has experienced because of the above
matter.
I cancelled service 11/2019. I keep getting billed. I have contacted them three times in the past; once to cancel service, once to dispute that we owed for equipment ( that we purchased) and about getting another bill. I received an email today that I owe 199$. I called them AGAIN today and they are saying they don’t have any record of any of my previous telephone call. They also sent me to collections. We are going to contact our phone service to see if we can get phone records of the telephone calls.
Frontier
CommunicationsComplaint
Number: *** Company Code:Customer
Name: *** Phone:
231-679-7231Thank
you for referring the complaint of *** to our office for review. We appreciate
bringing this matter to our attention.The
Complaint states that:Customer requested to disconnect services in November 2019. Frontier
has investigated the above statements and offers the following responseAfter further review, we do not
have any records of Mr. & Mrs. calling in to have account
finalized. First request we have on file was on February 22, 2020. Charges are valid. We trust
that this information will assist you in closing this complaint. We apologize
for any inconvenience that Mrs. has experienced because 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.
We called them three times. The first time was in Nov 2019 to cancel service. I got a bill after that and called them again and they said to disregard bill and said I was cancelled. Know I’m getting another bill and they’re saying I never cancelled. These guys are crooked. I’m working with *** talk to get telephone record that showed I called the
Regards
Thank you for referring the rebuttal complaint of *** to our office.
According to the rebuttal complaint, Ms. expressed again that her service was to be cancelled November 2019 and she disputes the bill.
The November 19, 2019 bill generate with a balance of $35.60. Records indicate, Ms. contacted Frontier on November 30, 2019.
Frontier spoke with Ms. to discuss her complaint concerns. At which time she was advised the closing balance amounts to $199.40. On March 18, 2020 Frontier advised credit totaling $163.80 has been issued to the account to remove charges billed from December 2019 bill. She was advised, the remaining balance is $35.60 which is owed for the November 19, 2019 bill.
On March 19, 2020, the final bill generated with a balance of $35.60 and a $9.99 fee charged which updated balance to $45.59. On March 23, 2020 a credit of $9.99 which reduces the final balance to $35.60 as previously advised to the customer.
Frontier trust this information will assist you in closing this complaint.
*** P.
Frontier Executive Relations
I recently purchased frontier internet for $50 per month. Frontier advertised this service as 500mbps speed. Yet I am only getting 6mbps. I called the service center hotline and they said its because they dont have availability in my home. Yet they continue to charge me 50 dollars for 6mbps when they charge the same for 500mbps. They did not notify me I would receive 6mbps and made it seem I would be getting the 500mbps. How can they charge the same price when these speeds are drastically different? Many people I know have th e same exact problem. They pay 50 dollars for a service that is 6mbps when they advertise the 500mbps for the same price. I feel like I am being robbed and I would like this to be investigated. I feel like they are just saying to everyone that the 500 is not available and giving 6mbps by default. I realize that TIME WARNER has recently come under lawsuit for a very similar reason. I hate to see people being taken advantage of and this is huge issue for me. I work hard for my money and I dont see how they can charge me the same price when clearly the internet speed is such a huge difference. 6mbps vs 500MBPS IS A VERY BIG DIFFERENCE.
Thank you for
referring the complaint of *** to our office for review. We appreciate
bringing this matter to our attention.The Complaint
states that:Mr. was expecting to receive 500/500 internet speed for $50.00.Frontier has
investigated the above statements and offers the following responseFebruary 26, 2020, Frontier contacted Mr. acknowledging his concerns. Our records indicate, on February 14, 2020, Mr. installation order was originated. With this order, our Simply Broadband with 6M internet speed priced at $27.99 a month + $10.00 WIFI Router Service fee + taxes/surcharges.While speaking with Mr., Frontier went over charges; which he is okay with pricing. We trust that
this information will assist you in closing this complaint. We apologize for
any inconvenience that Mr. has experienced because of the above
matter.Kevin F.Frontier
Communications
I had a bundle with frontier that was about to run out. I was told to call them in October, in order to avoid high payments. After calling them about 3 times to shop around, ( All calls recorded ) , finally on the last call the salesperson offered me a great price, good until Dec 2020. They offered me Internet and cable ( I dropped the phone, since I dont need it and got it just for better value last time, this salesperson told me it would make taxes much cheaper without a phone). I then, happily agreed to pay $75 a month plus tax, making my bill around $87.44 a month. That was I paid maybe for 2 months, and when I was going to make a payment for February, it was " magically " changed to $139.88 a month, showing my agreement had ENDED on January , and that great price I was offered was valid only for a month instead of the one year promised ( I have it on recording ). Also I was told I would get charged even more in the future, around $164.00. Very upset, since the customer service said they didnt have my last call on file , I asked to speak with the supervisor. The supervisor ( I have her employee number and my case number if needed in the future ). She then , found my last recording and said it would be sent for evaluation. I was given a case number, I had my bill for February ratified $139.00 - $52.44 = $ 87.44 for this month while awaiting for them to call me, and let me know I would keep what it was promised me, $ 75 a month plus tax. I keep checking on my bill, and still says I own the remain of $ 52.44. They have not call me back, and are still overcharging me. My bill is due on Feb 25. I have been on hold with them while writing this complaint, for 44 minutes and still going. I am very upset because I have been hearing the same complaint from other customers over and over, upset they seem to be harassing the elderly . I just want what they promised me until Dec 2020. I will then cancel my service since I do not trust them anymore. Please help . Thanks .
Frontier Communications has received notification of a complaint
from the above individual. According to the complaint:Ms. advises she has experienced billing concerns. Frontier has investigated the above statements and offers
the following response:Ms. contacted Frontier and expressed she was offered $75.00 for 12 months for Double play which included Internet and TV. On March 4, 2020 Ms. was advised, expiring discounts prevented the rate from being available. She was offered Fios Triple Play which included Internet 100M/100M, Fios Digital Voice, Custom Essentials TV at $80.00 for 12 months, not including taxes or equipment. She accepted this offer, which is $5 more than she expected.On March 10, 2020, Frontier spoke with Ms. and advised an upfront manual $60 credit ($5 for 12 months) has been applied to her account to honor the difference of the rate she expected. Please allow 1-2 billing periods for credit to post. Frontier apologizes for any inconvenience Ms. experienced as a result of the above matter. She was provided a direct contact should she have additional concerns. We trust that this information will assist the Revdex.com in closing this complaint. Sandra P.Frontier 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. I especially appreciate the help from Nadia ( Retention Department and Sandra ) who took my complaint seriously after I have been mistreated and given false statements by Frontiers employees over the phone . Sandra and Nadia were kind , honest and took responsibilities for those fraudulent employees actions . They quickly accessed the problem and corrected it to my satisfaction . Thank you .
Regards
I moved to a new Apartment on January 1st, 2020. On January 4th, 2020 I called Frontier to disconnect my Internet FIOS service in the old apartment because I no longer wanted to pay $58 every month for a 25Mbps/25Mbps speed. The rep gave me a counter offer of $48 for 100Mbps/100Mbps to keep the business. I said no because I know newer customers were signing up for $29 for the same speed. The rep then made another offer for $38 a month to which I said no again because it was still higher than $29. Then the rep puts me on a long hold and came back one more time with another offer of $33 and some change per month for the same speed. I agreed, he gave me an order number and said that the new pricing will reflect on this months bill but the next month's bill. Well it didn't, I'm still being charged the same exact $58. The only thing that changed was the speed. It was increased from 25/25 to 100/100. When I called back to complain, they said the order was for speed upgrade. I composed an email to Frontier customer service to complain about this and to go back and check the recording with this rep and I have got no response from Frontier. Instead of resolving the issue, they today disconnected my service on the new address for moved it back to old address. Not sure what triggered that. They have now opened a new order to move it back to new address yet again. This company does not deserve to do business in California.
I was a long time customer of Frontier for broadband services. In October 2019 I attempted to upgrade service. Expanded service was not available so I requested termination. After a couple of phone transfers my call was dropped. I was billed in Nov of 2019 as usual. I sent the bill back and in writing requested termination. Billed again in Dec 2019 for continued service with penalties. Requested in a formal letter to terminate services again and refused payment for the 2 months. I was called and informed I would have to pay. I declined citing previous requests to cancel. They suggested they would review phone logs and let me know. I did not hear back other than to be continually billed. I feel this is deceptive billing tactics as I attempted resolution.
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. is stating that in October 2019 he was not able to upgrade his internet speed so he opted to cancel his Frontier service. Mr. says that he was not able to reach an agent for the processing of the disconnect so he returned his November 2019 billing statement with a notation of the request. When he received his December 2019 billing statement he sent a formal letter for the termination request and refused payment. Mr. is requesting to have his balance of $166.95 waived and removal of any negative credit reporting.Frontier
has investigated the above statements and offers the following response:Frontier records show that Mr. subscribed to Frontier Broadband Max which was the fastest available speed at his location.Review of the account history confirms that Frontier received Mr.’s letter on 12/9/19 and his account was disconnected on that day per his request. There is no record of a request to disconnect prior to that date. Frontier shows that the last payment posted on the account was for $48.98 on 10/15/19. The final balance of $166.95 is valid and a credit is not warranted. We trust
that this information will assist you in closing this complaint. We
apologize for any inconvenience that Mr. has experienced as a result of
the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Frontier has not acknowledged that I attempted to disconnect in October, November and December. I feel they essentially ignored my disconnect requests and continued to bill me after those requests. I have documentation that I requested the disconnect on my November and December bills. I sent said documentation records as requested by email to them. They have not acknowledged those request.I have offered to pay the $9.99 disconnect fee but no more.
Regards
Thank you for referring
the additional concerns of Customer to our
office for review. The additional concerns
state:Mr. is stating that Frontier has not acknowledged his request to disconnect in October, November, and DecemberMr. says that he can provide documentation that he requested to disconnect on his November and December billing statements. Frontier has reviewed
these additional concerns and offers the following response:As previously stated, the Frontier’s records show that first request to disconnect was the correspondence received from Mr. on 12/9/19, and the order was placed that same day.As detailed on the monthly billing statement Frontier advises not to send correspondence to the payment address, which is not a provided method for contact. Frontier
has reviewed these additional remarks and the company’s position has not
changedSincerely,Frontier
Customer Relations
There has been a huge hole dug by frontier. It has been there over a year They refuse to fill it in. Kids have been hurt. They need to fix the mess they always leave behind
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 there is a hole caused by Frontier, near Frontier equipment, that was
never filled and is a hazard.Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that Frontier filled the hole in question on February 25, 2020.Frontier advises that we spoke to Ms. on February 25, 2020.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 14173411, and find that this resolution is satisfactory to me.
Regards
I cancelled Frontier to switch to ***. They were notified by us and *** of the change. They are billing me for two months that I did not have their service. They are also billing for a month I paid. I asked them to check but they didn't.
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, Ms. expressed she
has billing concerns.Frontier has investigated the above statements and offers
the following response:Ms. services were suspended on May 28, 2019 per
Frontier Collections for nonpaid. The service was completely disconnected on
June 7, 2019.On June 24, 2019, she was advised that her current charges
that were valid and the next bill would be her final bill. She advised
that she was trying to get *** to pay that amount.The June 7, 2019 statement billed $724.14. $482.76 was past
due from the previous month. The charges billed were from June 7, 2019 – July
6, 2019.The July 7, 2019 statement billed $749.73. $724.14/Past Due
charges plus $25.59/New charges (ETF $22.68 plus taxes)The August 7, 2019 statement billed $1075.23. $749.73/past
due charges plus $325.50/Unreturned Equipment. On August 29, 2019 it was noted
that the equipment that was returned was and the equipment fees were credited
on the September 7, 2019 statement. After the credit the balance was reduced to
$749.73; which is the current balance owed to Frontier. No credits are
warranted at this time. Frontier apologizes for any inconviencene the above matter caused
and trust that this information will assist you in closing this complaint. Sincerely,S. W Executive Customer Relations/GM Specialist
Frontier Communications abruptly shut off our telephone and internet service. When I called I was told that it was because we owed a balance of $535 from another account from 2014. They would not tell me what the other account was. Frontier also told me that they would not restore my service until the mystery account was paid. Frontier said that I could dispute the debt but that service would not be restored.
Thank you for referring the complaint of ***
*** to our office for review. We appreciate ***
*** bringing this matter to our attention.The Complaint states that: ***’
phone and internet were temporarily suspended due to an owed balance of $535.00
from an account from 2014 and would like the amount removed and service
restored.Frontier has investigated the above statements and
offers the following response:Frontier had
determined that a balance in the amount of $535.54 was due from an account
***.1 *** that was disconnected on 10/28/13.Once the balance was
determined to be line to the current account for *** then
the account was temporarily disconnected until payment could be made.Frontier spoke with ***
*** and agreed to a settlement amount of $272.27 to restore service and bring
the outstanding account current.Frontier spoke with
*** pine on 2/24/20 in regards to the above information.We trust that this information will assist you in
closing this complaint. We regret any
inconvenience that may have experienced as a result of the above matter.
Frontier guaranteed internet connection and it did not work. I called to cancel after three days of service and they transferred me to a salesman who convinced me to let them fix the problem and we would not be charged if they didn’t fix it. We had 2-3 technicians come out. They did not fix the problem then charged us for the month and for the frontier techs to ”time and services” when they said they wouldn’t. No one can help me when I call and no one knows where to transfer me.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
· Ms. cancelled service in July 2019 due to service dispute.
· She requests a refund and a removal of all negative credit reporting.
Frontier has investigated the above statements and offers the following response:
· Upon further review we determined a cancellation request was completed on July 18, 2019.
· Ms.’s request to cancel service was made on July 11, 2019 with order # ***.
· 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 courtesy credit has been applied for all service charges, $127.01.
· On March 5, 2020 Frontier contacted Ms. and advised of credit within thirty to sixty days, along with Credit update.
If Ms. has any additional questions, please contact the undersigned.
We trust that this information will assist the Bureau in closing this complaint.
Sincerely,
Bridget G.
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
We have not had phone service for nearly two weeks this is unexceptional I have reported the issue several times they give me a date and then never fix our phones
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, Ms. expressed she has service concerns.Frontier has investigated
and found the following:Mrs. called
Customer Service on March 5, 2020 and stated that she was out of service for
three weeks. She requested an adjustment for the full three weeks.Trouble tickets account
for the concerns that was reported on February 28, 2020 and completed on March
3, 2020. The ticket was created due to “no dial tone” at Mrs.’s
address. The technician was sent out on March 3, 2020 and fixed the
concern. He advised that there was cable failure and he repaired the bad
cable and cleared the trouble.A Frontier agent adjusted
Mrs.’s account for $20 due to being out of service. As a
courtesy and due to the delay, an additional credit was issued in the amount of
$46.28. The adjustment request has been approved and will be posted
immediately to the customer account. It will reflect on one of the
next two billing statements.Frontier apologizes for
any inconvenience the matter mentioned above has caused. We trust that
this information will assist the Revdex.com in closing this
complaint.
S. Watson Executive Customer
Relations/GM Specialist
FINAL DISPOSITION:
Mrs.’s service was activated on December 12, 2017. Mrs. currently bills $42.99/Digital Phone Unlimited plus taxes and surcharges monthly. Mrs. called Customer Service on March 5, 2020 and stated that she was out of service for three weeks got and received confirmation from a Frontier tech that she had only been out five days. She requested an adjustment for the full three weeks. Repair Ticket #86508173 was created on February 28, 2020 and completed on March 3, 2020. The ticket was created due to “no dial tone” at Mrs.’s address. It was advised that she had a missed appointment due to a shortage of manpower previously. The Customer Experience Team tried calling to reschedule her appointment for the next day, however, Mrs.. The technician was sent out on March 3, 2020 and fixed the concern. He advised that there was cable failure and he repaired the bad cable and cleared the trouble. A Frontier agent adjusted Mrs.’s account for $20 due to being out of service. As a courtesy and due to the delay, an additional credit was issued in the amount of $46.28. The adjustment request has been approved and will be posted immediately to the customer account. It will reflect on one of the next two billing statements.
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. I do not agree with the technician I was not called at any time or made aware of anyone coming out to fix our phones
Regards
Years ago, I moved from *** to Frontier for my home's web access. However, they for some reason registered my home as a business account. Simple googling would show that my address is in residential zone. It did not matter earlier because the bandwidth/price ratio was similar to residential. I have been paying $39.99 excluding some fee for 30 Mbps access to internet. However, in my area, they now have a $29.99 plan for 50 Mbps access. I called them twice regarding moving me from the business to residential account and signing up for the new residential plan with no extra equipment. Worse, the business account's promotional price is going to be over; i.e., I will soon have to pay more! The calls failed #1 because their business and residential domains are almost two different companies and #2 they recently moved processing of NW internet access to some other part of the company. To their credit, the latter call almost worked after I was about to reach the 4th person but my headset's battery ran out; and my situation is probably not common.
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this
matter to our attention.The Complaint states that: Mr. states he made three attempts to have changes made to his Business 30/30M internet account, but was unsuccessful in reaching the correct department.Mr. states he would like to migrate his Business 30/30M internet account to a Residential 50/50M internet account.Frontier has investigated the above statements
and offers the following response: Frontier has reviewed account and confirm the only recent contact Mr. made was to Frontier Technical support. Frontier has contacted Mr. as requested. Frontier has followed process and placed corrective orders migrating to a Residential account with upgrade to Simply FiOS Internet 50/50MWe 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.