Frontier Communications

called Frontier on August 8, 2018, looking for landline phone service, and inquired what phone plans were currently available. The customer service agent said that they have Digital Phone Unlimited for $32.99/month. There were no other promotional items offered by her (as some people report to have been offered) such as a pre-paid VISA card, or an Amazon Prime subscription. I told the lady that I would really like to discuss the plan with my husband before committing. She was reluctant to let me go, and stated that she would wait on hold while I phoned him to confirm he was ok with ordering the phone service. I called him, he agreed, and I told the lady to proceed with ordering the service. Fast forward 18 months, we never use our landline, and I couldn’t see the purpose of paying over $50/month for something we don’t use. I phoned on Feb 3rd, 2020 to cancel the phone service. This is where I was informed by the customer service agent that if I chose to disconnect the service, I would be assessed an early termination fee of $100, due to being in a 2 year "term" that is valid from 8/8/18-8/7/2020. When I initially ordered the phone service, under no circumstances did the rep state that this price was only valid with a 2-year contract agreement, in fact, I believe I specifically asked if there was a contract/agreement required, and she stated "no". I told the agent during my call that I needed to dig deeper into the issue and that I would be calling back. I was able to find the original paper copy of the first billing statement at home in my records, and on my bill, under the Digital Phone Unlimited, it states "Term 8/8/18-8/7/20. Again, I was NEVER informed that by agreeing to the $32.99/mo phone service, that I would be entering a 2 year term agreement. Second phone call to Frontier was made 2/4/20. This time I spoke with Shakira, and reiterated the fact that although "term 8/8/20-8/7/2020" is noted on my bill, I was never made aware of, nor agreed to a 2 year committment (and therefore, should not be subject to an early termination fee of $100) She stated that the term dates have been printed on every one of my statements that I have received thus far, and I should have noticed this sooner and contacted them. I said that I never believed I was in a 2 year contract, so I never made a point to dissect the billing statement that I received. She said that the only thing she could do was to have the audio from my original call pulled for review, and that it could take "up to 7 days" for me to hear that it has been reviewed, and what has been determined. I asked for some type of confirmation/case number for this audio review request and she furnished #S-***. 7 days goes by, no reply by anyone from Frontier, neither by phone nor email. Third call to Frontier: 2/10/20, I called and spoke to a gentleman service agent (broken English, couldn’t understand his name) who after repeatedly placing me on hold to "check on things", ultimately informed me that I was misinformed by the other service reps, that I would NOT be charged an early termination fee—That he could disconnect my service that very day with no penalty. Elated that FINALLY someone could verify what I was saying all along, the gentlemen ultimately blind transferred me to Joyce in the retention dept. She told me that yes, I was misinformed by the other agents, I could absolutely disconnect my service today without ETF. She stated that she's "been doing this a long time, and I'll get you taken care of". For some reason, her computer was giving her issues, and it would not allow her to change the date of service on my account, but she assured me that she would be passing it along to her supervisor for them to process the cancellation and that I would be receiving email confirmation in up to 2 days of this. I confirmed both my contact # as well as email address with her, which were both noted correctly on my account. She stated that she had entered notes into the "system" on my account noting our conversation so everyone would be on the same page, should someone else look into my account. I thanked Joyce and told her how grateful I was for her help. Two days go by. No email from Frontier. Cancellation was not completed. Fourth call to Frontier, 2/12/20. This time I got Cassandra on the line. I went through the entire spiel with her, and when she acted like she didn’t know what I was talking about, I told her that there should be notes on the account from Joyce if she needs more clarification. “No notes” were to be found account, none. This would continue to be an issue that I’d be told by agents every time I called. I asked Cassandra if her records show that I called on Feb 12th, which she said yes, but there was no reference as to the REASON I called frontier. She ultimately transferred me to the retention department, where I spoke to a different guy. We went round and round, he said that he’s seen it happen before, notes not showing (or being entered into the system) and that if I cancel my phone service today, I’ll be assessed the ETF of $100. I said that this conversation should not even have to be happening as I ALREADY canceled my service with Joyce 2 days ago! He kept insisting that the term dates are printed on my billing statement, so that is proof of my agreement to a 2 year contract. I asked him what the status was of my audio review request S-*** that I placed 7 days prior, to which he could provide no answer. I asked to speak with his supervisor, which he tried to put off, placing me on hold a few times before I insisted again that I wanted to speak to his supervisor. We are now 40 minutes into the phone call. Finally “Scott” the “supervisor/account manager” came on the line and gave me the same rigmarole. “Term dates listed on my billing statement”...”should have noticed this sooner and disputed it” etc. He asked if I wanted him to process the disconnect and I told him sure, but that I refuse to pay a $100 ETF. He informed me that if I refuse to pay the fee, they will turn me over to a third party collection agency. We went back and forth on this, I told him I would stay on the line all night if I had to, that I refused to pay an ETF, because I wasn’t knowingly under contract, based on the verbiage that the agent used with me when I I signed up for service. I asked him how the agents “pitch” their current phone service packages to a potentially new customer. He said he can’t speak for how the agent I spoke with pitched the offer to me, because she was not on his unit/team. To which I asked for him to transfer me to the manager who is in charge of the agent I originally dealt with. He said he couldn’t connect me with that person. I asked to speak to his manager or the person he reports to. To which he said “that would be no one”. He’s the only person I can speak to, there is no one else. I asked for someone in the “Escalation DEPT” to which he said there is no way of transferring me there, and they don’t make any outgoing calls either. I asked him how sales agents under his supervision would be expected to explain current rates for landline service to a perspective customer and he said they would ask the customer if they wanted to be in a 1-year, 2-year agreement or month-to-month. These were clearly not any options that I was given when I signed up. I was just in the process of asking him what the status was of my audio review request, #S*** and the line went silent. I waited for his response and when there was nothing, I realized he hung up on me. But not really, the call timer was still going, but it was just silent. My guess is that he placed me on hold or muted me, but was still listening to the goings-on with my end of the line. So I kept the call going, and after 30 minutes of being placed on this silent hold, Scott finally disconnected our call. Total length of the phone call was an hour and a half. Fifth call to Frontier, 2/14/2020. This time I spoke with “Kate.” I explained that I’m trying to check the status of my disconnection order that Joyce placed on Feb 10th. According to the “order status” link on my Frontier.com account, the order that Joyce placed on Feb 10th for disconnection was in a “cancelled” status. Kate looked into why that order would have been cancelled and she didn’t really have any answers. She said she would process the disconnect request, and “next-status” it, asked me to refresh my page to see if the changes were showing. They were not. She said that she would put the request through to her supervisor, who would process the disconnection (sound familiar?) and that it could take up to 12-24 hours to show on my account. I told Kate that I’ve been told that very same thing before and nothing was completed. How can I be given confirmation that the disconnection has taken place? Will I receive a confirmation email or something? She assured me yes. I would and she proceeded to read back to me the notes on my account that she was making in the system AS SHE WAS TYPING THEM. 24 hours passes, no confirmation email from Frontier. Big surprise. Sixth call to Frontier, 2/15/2020. I have now literally been dealing with this deplorable customer service for 13 days. At this point, this all feels like a terrible nightmare that I can’t escape. Frontier is literally the Hotel California of telecommunications “you can check out but you can never leave.” This time I get agent, (broken English, cannot understand). I realize there is no way that Frontier will ever take ownership of the incorrect, misleading, deceitful and downright lies that their agents will concoct to tell their customers. I ask *** to disconnect my phone service TODAY and ask that it be completed WITH confirmation #, as well as verification of ALL final charges that I will be on my last bill. Also in the interim of these 13 days of ridiculousness, a new billing cycle had started, with an additional months charge has been placed on my account. ***places me on multiple lengthy holds, and eventually informs me that his supervisor wants to make sure that I am aware of the $100ETF for disconnection. I told him that I didn’t care anymore, I’d pay it. I just wanted OUT of having any business with Frontier. He transferred me to “Teddy” and she processed the disconnection, effective Feb 15th. A few minutes later, I received a confirmation email. Ultimately, I paid the unwarranted $100 ETF, not because I admit to being committed to a 2 year term, but because I knew that if I didn’t put a stop to everything that very day, it would just continue on and on, with no resolve, more monthly charges, possible referral to collections etc.

After making appointments they never showed up To avoid a problem and to resolve it they put me on the phone for over 2 1/2 hours I spent time off work waiting they keep promising that they’ll come out I making appointments but then they don’t show when I called ask I said dispatch tried to call me and the number they tried to call was a disconnected number because they had told me that I had to disconnect my number in order to put a new phone line and it would be cheaper if I bundled with them and took landline service and a Wi-Fi service with them and I’m still waiting started from the first February and again today they did not show and they been keeping me on the phone over and over is affected I did my employerI’ve tried to resolve this with them they give me the runaround they do not come through with their promises of being there even though you said an appointment and you spend all day waiting for them and when you call ask where they are they don’t have an answer but they apologize so be the fourth time I’ve been promised and they still are not able to give me my landline that they promised in 1 February they promised I could have 18 MB of service for my Wi-Fi but they only could give me six and when I asked why did they not tell me that they said I don’t know sorry So I set up another appointment and they don’t come and it just keeps happening over and over again I told them how important it was for me to have my landline I told them it was their issue for not having the technician have the right information when they come out they just say sorry they keep charging me money and depending on who you talk to they have different information to the dateI still do not have my landline

The problem started almost three years ago. Well, my complaint is this, their products internet, wireless and phone have not worked. They lost my paperwork for Lifeline which cost me for three months plus $50.00 more on my bill. I was called "rd" by consumer service. Lifeline company had to get involved but it did not help. I spoke to the supervisor and the individuals calling me "rd and laughing at me over the phone. She said she would take care of it. I heard nothing back from her. They said I would receive a refund for $150.00. Never got it. Fast foward to today my service went out on January 15th through Februrary 14th. I had to get a prepaid cell phone. That costs me another $150.00 for cards. I want my refunds plus the present refund of $60.77. They can only give me a refund from January 17th- Febraury 13th 2020, that's not fair. I'm disabled from birth- moderate. My supports told me that it's a case exploitation of the disabled. I have a good case. I do not want to sue. I just want all my money back, no longer with Frontier. I want my $360.77 plus for emotionally stress $200.00 equals. $560.77. Thank you so much.

4 calls so far to cancel, all unsuccessful. 4 calls in 3 weeks. Do not do business with this company, I won't again. Their customer service is terrrible.
1st call - 3 weeks before renewal, 1 hour call ends with them saying they dont prorate but cancellation is in for next bill cycle.
2nd call - 1 week before renewal to confirm everything is lined up for cancellation, Frontier states everything is good.
3rd call - Day of cancellation, credit card is autobilled and account not cancelled. Frontier states no cancellation request setup and that they will cancel before next statement and that they do prorate, which is a conflict to last 2 calls. Call ends up in being disconnected on internal transfer.
4th call - Repeat all of 3rd call because they require it, successfully transfer to retention, receive cancellation confirmation number.

I have phone service with frontier with inside wire maintence and I pay my bill every month,I have been without a phone for about two weeks now I have text them and called and complained about my phone not working ,I have tryed to get them to send out a repairman to fix my phone,I do not even get a dial tone,I can not even call 911,it is me and my wife,we are disabled,and we live with our son who has autism and suffers seizures,I told them to send out a repairman to check and fix my lines,and they keep saying they are working on something else they would get to us latter,I need help getting my phone fixxed,I pay for services and the big compaines take our money and they treat us unfairly,the poor people get ripped off,I just want them to fix my phone in a timely matter and fix my bill to reflect the lenth that my phone has been out!ifhave an emergency I could not even 911 for help!

I called Frontier and switched my Internet and TV service from *** in October 2019. Frontier quoted me for Internet, Phone and TV $115.99 ($79.99 for the triple play + $10 Router + $11 DVR + $5 HB0 + $10) and said roughly taxes and fee would be $20, roughly $136/mo. Unlimited local and long distance calling. In addition there would be a $75 installation fee, however, the sales person said to call once I got my first bill and the installation fee would be waived. I specifically asked that they would honor this pricing, since many years ago I had an issue with Frontier. The sales rep insisted they would and it would be good for at least a year. I received my first bill in October for $236.62. They charged me $189.00 for Internet, Phone & TV. I called on 10/16/19 spoke to Matt and he confirmed the billing was wrong and I would see a credit on my next bill. I informed him I would only be sending $136 to pay my bill in full. My November bill came and the new total was $367.40. I called on 11/15/19 spoke with Samanatha and she said that yes, I was correct, but they needed to pull the call with the original sales rep and a manager would get back to me. Case number S-***. No one ever called. I once again paid my monthly bill of $136. I received my December bill still the mistake had not been corrected. 12/13/19 I spoke with Paige first then requested a manager. I spoke with Honesty, she confirmed that I was correct, the call had been pulled, Samantha however did not put in the amounts to be adjusted. Honesty was resubmitting, she gave me the case #***. She would follow up and I would hear back within 2-3 business days. No one called. I received my December bill $502.64. Not only were things not corrected they started charging me for phone calls. 1/10/20 I spoke with Nicole, asked to speak to a manager, I got transfered to a line that discounts and says try your call again. Although they always ask for a number if we get disconnected, no called back. I called back and spoke to Jessica, again transfered and disconnected. NO call back. I spoke with Leandra same thing happened, then with Destiny. Having no success with the phone, I went on line and chatted directly with Jessica, she acknowledged they made a mistake with price and needed to have someone correct it, case number S-***. She said she would personally follow up. She never did. I can send the transcript of our call. 1/20/20 I called, spoke to Chris, who transferred me to his supervisor Stephanie, who was collections supervisor customer service, who transferred me to James in Billing, who transferred me to his supervisor, ***, who's mailbox was full so I pressed the #key as instructed, which did not take me to another but disconnected the call. Needless to say for a phone company their voice system is pathetic. I then went back on line and this time chatted with Neson, who said the retention department needed to speak to me and he would stay on line until they called me. He deserves a customer service award. I spoke with Robin and it took close to an hour but she said she had corrected everything. I was correct that the triple was $79.99 and with the router etc, it was $115.99. She had corrected the past bills, needed her supervisor sign off, but all would be corrected with my next bill. She said she even took a picture of her screen, if there was any issues in the future. She gave me the confirmation number ***. I just received my February bill. My bill is now $562.41. New charges of $202.07. I have paid the correct monthly payment of $136. Every representative I have spoken/chatted with agree that they quoted me that price and that is the amount I owe. I cannot get this corrected. I want all the balance forward charges of $360.34 removed and the new charges to $136.00 not $202.07. As you can see I have spent hours and hours on this. Please help me.

They also sent me a new cable box, which I spoke to 2 different people about. No one knows why, both said they would send a mailing label, so I can return the box. They have never sent the label. Their business processes and customer service is atrocious.

I have issues with our internet service. I called Frontier Communications today and they are OK with the fact that I can get internet as long as I sit next to my modem. If I want to get service throughout my home I need to move the modem at my cost or purchase a long cord to hard wire the modem to the middle of my home. I said that seeing they installed the modem they should have placed it where it would work for all of my home. They still insist that they are providing my service and they don't have a problem with my lack of service through my home.

I was with Frontier since the buyout from ***. I received horrible since then. I moved and had to move my service. The Technician came out and was very rude and didn't want to move the cable location as it would have entailed him climbing in to my attic. He left. A few days later I canceled my service and went with another company. They took care of me. When I called to cancel, they said since he hooked up my cable, I would have to pay a $90 charge for 1 month of service. That was their minimum charge to cancel. I paid it. I then received a bill for $26.68 for the tech to come out. I told then he didn't do anything so I disputed the bill. They already got $90 from me. This was September 2019. They told me it could take up to 6 months to make a decision. They promised me it would NOT go to collections. I got bills every month. I kept calling and they said it was still pending. My last bill was 1/20/20 with a due date of 2/13/20. I called on 2/18 as I received a Collection notice in the mail. I called Frontier and spoke to a supervisor. Jamar. He said in the notes on 1/30 my dispute was declined as it was a viable charge. They never told me the claim was denied. It just went to collections. They said they don't notify the client of the results. I then called the collection company and paid the bill so it wouldn't be sent to the credit bureau. This kind of customer service is a disgrace! It's not about the money. It's about a monopoly doing and charging any thing they want with NO repercussions. They should not be able to treat customers this way.

I was promised a pricing discount of $10.00 off my bill per month, my total outstanding balance due per month would be around $55.00 per month after taxes were added on. I called in december of 2019, to request that my discount be reactivated for the year of 2020 as I was INSTRUCTED TO DO by a frontier communication representative at the beginning of 2019. I called and received several rude customer service representatives who transferred me around for HOURS! I finally was able to get to a rep who assisted me and assured me my $10.00 pricing adjustment would be applied for the remainder of the year 2020 per month. He even adjusted my pricing and corrected my January statement to $52.68 to assure I would be receiving the correct pricing. He let me know the discount had been applied and I would no longer need to call back to get anything else corrected and he apologized for the inconvenience (this call took place around 01/14/2020. I now looked at the copy of my bill for the month of February and it is back to $65.49. I called frontier and expressed my frustration this was several times of me calling and being transferred on the line on 02/13/2020. This call lasted over 1 hour and 58 minutes (have the phone records to prove it). I was transferred around to eventually be sent to the retention department who advised me they could not pull the call to be reviewed for over 90 days, than let me know it would be a total of $0.00 to cancel my service which would be good through 03/06/2020. Once he processed my cancellation he than advised it would actually be $65.49 plus a $10.00 cancellation fee. I was extremely frustrated as that is not what he advised when he started my cancellation process. I requested to immediately speak to a supervisor, he transferred me to a line which was not even frontier communications, but they transferred me back to frontiers customer service. I spoke with a supervisor by the name of Roshan who stated it did not take 90 days to review my call only 24hours. She promised me a call back on 02/18/2020 at 430pm. I did not receive the call and I had to call frontier once again for them to tell me there were no notes on the account at all about my conversation with Roshan. I am back to requesting the call to be pulled, I was advised by Roshan once call would be reviewed my credit would be provided to me as a lump sum for the $10.00 discount per month in all one amount. Never did I receive a call, and with all of the calls I have had with FRONTIER somehow no one notates anything on my account apparently. I am confused, frustrated and disgusted by frontier communications customer service and team.

Starting Jan. 1-2020 they did away with the plan I was on, for my internet. Without telling me about it ahead of time they just switched my plan over. They said a Teck had to come to my house, to get this done. Which increased my bill over $70, for this service. I called and talked with them many times. I got a different answer every time. I also was never able to talk to a supervisor, they were always busy. I also ask if the supervisor could call me to discuss this, but they never called !!! No Teck came to my house, nor was I informed of the change ahead of time. And of corse they have added a lot of other taxes and services, to my monthly bill. After all I tried to do on my end to correct this dispute, I just paid the bill, cause I could no longer handle it. They carrie my home phone also. They totally are not caring about their customers. I have been a customer with them for over 40 years. I am very upset with how they handle any situation. I am going to look into other home phone and internet carriers. Thank You

Frontier recently dropped *** and *** from their premium line up as they were not willing to pay the new price offered by *** and *** - that's fair enough. What they have not done and will not do is reduce my bill by the amount I was paying for these channels. This is not fair. Based on this logic they could drop every service they carry and still charge me full price - this has to be wrong.

My wireless modem has not worked properly since the fall of 2019. I called numerous times about dropped signal and no signal at all. Each time I was instructed to turn off the modem and restart it. Over the months the signal got weaker until this last month when it would consistently drop and the signal only broadcast a few feet. I called in early February and was sent a replacement wireless router. This should have been done when I first reported the issues starting in the fall of 2019. I called customer service and they said they only show me reporting it on Feb 8, 2020. This indicates that previous customer service reps failed to do their job and that I am now being penalized for their poor performance. I'm being offered a token credit of a couple of days which does not come close to compensating me for the service that I paid for that Frontier failed to provide.

Have been calling customer service since December 2019 to get my account back on track that somehow got mixed up in a corporate transfer to another communications provider (***) I was told by Frontier Communications in order to straighten this out they were going to have to cancel my old account and open a new one. Well, when I got the bill for the new account it's not what I had and I cannot get any customer service supporter to get this straightened out.
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They failed to show up for an appointment on Saturday. I was promised first appointment on the following Monday at 8am. It is 10am and they haven't shown up yet. Calling is an exercise in frustration as they don't have a clue what their techs are doing. Really lousy service. I wouldn't recommend this company to anyone.

I closed the Frontier Communications account I had for a number of years, due to a MOVE.
Frontier Communications opened a new account with a new account number the same day at my former residence (a house I still own) NOT authorized by me. I have return all Frontier communication equipment with UPS tracking which was shipped on 12/11/19 and delivered/signed for 12/20/19. I received the bill for unauthorized account and called Frontier customer service 12/30/19 and spoke with Jessica who said I had to prove I no longer lived at the address, by filing a police report for identity theft (which I did). I have no equipment with which to receive services. Frontier refuses to cancel/close the account and continues to send bills and late fee for said unauthorized account. I completed Frontier's FTC ID Theft affidavit and sent to the Frontier Fraud Department via certified mail/returned receipt. They received/signed for the packet with documentation and police report 2/10/20 and on 2/15/20 I received bills for unauthorized account at my new house address.

I returned equipment per their instructions back in Nov. 2019. Last week they sent me a bill for 224 dollars for unreturned equipment. I called in and spent 35 minutes talking to Regina trying to get it straightened out. She could not give me any information as I did not have a passcode for the account. As I never managed my act. online I had never really set one up, a rep always did it when I talked to them on the phone. She was supposed to mail me some release but nothing has come in the 7 days since that conversation.

This company has missed 4 installation appointments and I am still waiting to get service from them. They never once call to let me know they will not be showing up. I have to drive over 90 miles away to get to the install location and take time off from work, but the still do not show up.

I am a Frontier Communications customer and enrolled in their internet services. During the summer (June 2019), I added cabled services. Due to poor experience with their app and trying to utilize DVR and issues with the cable box connection being inconsistent, I called to inquire about canceling cable but retaining internet services. In talking with the customer service representative in September or October, I asked if I would receive an early termination charge. They indicated they would check and returned to the call and stated I would not. In November, I received an early termination charge and called Frontier. I provided the information and they submitted for a dispute and I was told I would receive notification regarding the response. A couple weeks passed and I did not hear anything, so I reached out. I was then told it could take between 30-60 business days. Time went by and I did not hear anything, so I reached out in December. I was once again told the dispute was being reviewed and they have seen it take upwards of 90 days. I believe it was on this call that I was referred to their collections department as they had instructed me to pay the amount to avoid late fees and service shutoff. I spoke with their Collections account who put a note on the account. In early January, I started to experience intermittent service loss with the internet router. I reached out to tech support almost daily for a week, who each time would do something different or provide different instructions. At one point, I was told a replacement router would be sent, but they then said they couldn't until I did a hard reset. I did a hard reset, same issue occurred in early February. I called again, I was told they would send a replacement and again they couldn't because they needed to do something else first. I was also told that there were no previous notes on the account and that they would ensure the work they were doing this time would be on the account. So they do their thing, same issue occurs again, I reach out. This time I'm told it's a customer service issue. Today, February 17, 2020, I reached out to customer service and they tell me it's because my account is 60 days past due. I explain the whole dispute process and communications with tech support and they share the dispute claim was overturned and early dispute charge stands. I share that I was told I was to receive communication on the decision. The rep shares decisions are normally made within 7-14 business days and there is not normally communication from that internal department but a notation made on the account. I'm told that they think the reason is due to the provisions of the Agreement despite what I was instructed by the representative back in September/October.

The early termination charge is $180. My bill with cable and internet was $110. I asked if I could reinstate the cable services as I would not have canceled had I been properly informed at the time of the call and my question that an early termination fee would be applied. I was told that was not an option and my only option is to pay the early termination fee on the account. They shared I could submit another dispute and call back in about a week to see if a different decision was made. So that is what I did.

My current dispute request, which should have a response in 7-14 business days by their credit adjustment department, who does not conduct outreach, they just notate on the account and then I have to reach out to find out the decision.

Over the course of 4 months, I have reached out to Frontier countless times both via online chat and over the phone. Each time the information is different. I have otherwise not had issues with the service provided.

I have not received a bill from your business for almost 5 months! I've always paid my bill after receiving one. As a result, I haven't paid up my balance and you have sent me a cut off notice because of lack of payment. When I've called and spoken with the billing department (residential) I was assured twice that billing would resume but I had to "catch up" on my previous balance for an additional fee of $3.50. This month (February and still no bill received) I was told that I refused to pay my bill because I would authorize an additional monthly fee of $3.50 to process a telephone credit card payment. I'm still waiting for a bill from Frontier Communications.

In October of 2019, after trying several times with no success, I finally spoke to a customer service rep about my service and the amount I was paying and he was able to help me. He said they were running a promotion and he would put me on that promotion. He sent me an email outlining what we spoke about and my next bill reflected the change. I was supposed to have a $50.99 discount for 24 months and a $10 router discount for 12, however, when I received my bill in December for January of 2020, the $50.99 promotion was no longer reflected and I was being charged full price; the only discount was the $10 for the router. I called Frontier and I have gotten the runaround for 2 months. They said they would file a dispute for the bill I paid and they would get back to me. Nothing. They said they would look into the $50.99 discount and get back to me. Nothing, I offered to send them the email that stated the terms of the agreement and they told me they have no way to receive emails. I have not received any email or phone communication regarding my account and I think they should be held accountable for their promises.