Sign in

Frontier Communications

Sharing is caring! Have something to share about Frontier Communications? Use RevDex to write a review
Reviews Long Distance Phone Service, Internet Service Frontier Communications

Frontier Communications Reviews (4127)

I have called Frontier 4 times with the last time being hung up on and have spent over 4hrs trying to get this rectified and I still have a billing problem. I changed my phone number over a month ago from to . This in turn gave me a new account number of which I wasn’t made aware of and when I made my last payment through bill pay BOA of 184.61 on Jan 31st it went to the old account number of . I have gotten 2 CASE ID’s from 2 of the 4 ppl I have spoken to promising this has been taken care of and transferred to my current account . They are S-79086284 and S-79278103. My account shows delinquent and I have made my payment!! I am sooooooo angry with this company, the incompetence of the agents blows my mind. How can I be promised this is rectified and given confirmation numbers and be hung up on and my account still shows as if I haven’t made a payment and I’m close to disconnection!!! No one will get me a supervisor either, all these agents insist they can fix it and I get lied to. I make my payments on time EVERY single month!!! Bc your system can’t identify a number change and fix itself on the back end is not my problem! If I go to collections for this I will get a lawyer! This is absurd!!!

Frontier Communications Response • Feb 24, 2020

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 Frontier posted her payment
to the wrong account.Frontier
has investigated the above statements and offers the following response:Frontier
advises that due to a system error, Ms.’s payment was applied to her account
under her previous telephone number.Frontier
advises that the error has been corrected and the payment was posted to the
correct active account. Frontier
spoke to Ms. on February 21, 2020 and advised of this information. We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has
experienced as a result of the above matter.

In January 2020 I contacted Frontier customer service to advise them I wanted to cancel my services. I was told there was a 5 digit code I need to provide in order to "unlock" the account and until I provided this code they could not get into my account to cancel the service. I offered to provide any of my information, dob, ss#, etc that could identify who I am and in order to get this account canceled. The representative tells me none of my personal information would unlock this account and I would have to have this code to unlock the account. After several phone calls made in January attempting to get this service canceled I called again on 2/8 and was advised by a representative that since I did not have this 5 digit code they could send me a "verification form" in the mail and once that was received back that information would unlock the account. I advised if this could be emailed to me I was told no it would have to be mailed. I asked how long would It take for me to receive this form as this service has not been used since January and I have been attempting to cut this service off and due to their unwillingness I am continuing to be billed for this service. She stated to me I should get the form in about 3 business days and since I was just in the start of a new cycle I do not have to worry about being charge another billing cycle as it should be resolved by then. Here it is 2/16 I have not received this "verification form" from Frontier but yet they called me again about this past due bill and no one can assist me with getting this account cancelled. During the call I asked about disputing the bill as I do not feel I should be responsible as I have tried to cancel this service for sometime and I was told it cannot be disputed until they "unlock" the account. I asked if the account could be noted she stated to me it cannot be noted as they cannot get into the account with out the code. I am very upset that this issue has been ongoing for as long as It has. I have NEVER heard of a company that does not have access to get into their system due to a code that I do not remember setting up. If a code was created at the time services was established, it is not uncommon for a customer to forget a code that was established YEARS ago and the company does not have alternate avenues of getting into a customers account. I am very also confused on what information that are requiring on this form that I have never gotten that they cannot verify with me via phone.

Frontier Communications Response • Feb 20, 2020

Thank you for referring the complaint of
Ms. *** to our office for review. We appreciate Ms. for bringing
this matter to our attention.According to the complaint:Ms.
*** advises she was charged after she terminated Frontier services.Frontier has investigated the above statements
and offers the following response: Frontier
advises that prior to termination, Ms. was billed (and thus incurred
charges) through the end of her billing cycle. Frontier
applied a credit adjustment to Ms.’s account for the Internet and late
fee charged on the February 1, 2020 bill statement. Please allow 1 to 2 bill cycles for the
credit.Frontier
advises that Ms. has terminated her Frontier services effective on
January 31, 2019.Frontier
advises Ms. to contact *** directly for billing concerns. Frontier
spoke to Ms. on February 19, 2020 and communicated the above information
and provided direct contact information. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of
the above matter.

Last December, I moved internet services from *** to Frontier and in January this year I added my landline over. It was ported from an VOIP provided. I add this number for over 25 years and it is my main communications with medical, financial, academic and family and friends. Around January the 8th I got an email from Frontier saying that my service was being disconnected on the 10th. I called them indicating I never requested any disconnect. They (customer service) said it wont be disconnected it was just that your service is combining and having a new account number. True to their words, the service was active after January the 10th. It worked fine until midnight on January the 31st (day before superbowl) and it was suddenly disconnected. The payment for the service was auto drafted early in the month of January. I called tech support to find out why my service was disconnected, go no response and for the next 4 hours I was tossed back and forth between customer service and Tech support and sales with no one remaining on the line and having to go through the same complaint over and over again. Eventually, I do not know if it was to pacify me but a tech rep said, the service is not disconnected it is a line issue and they will open a ticket and send a tech out Monday the earliest. (I later knew it was a lie). I called on Monday and tech support opened a new trouble ticket for a tech for Wednesday. Suspecting something was amiss, I called billing and they informed me that a request was made for a service transfer to Florida and that is why the service was disconnected. I never lived in Florida and I never made such a request and Frontier never sent me any email with intent to disconnect or transfer my services. The billing rep said it was futile for the tech to visit as the service wont work since it was disconnected and Thursday will be the earliest it can be reactivated. So they opened a new ticket to send a tech out on Thursday.Feb 4th. Since they do not have appointment after 5PM , I had to have a friend stick around for them to check out the modem and lines. The tech informed that everything inside was good and would let us know if any other inside work was done. I came home and check. Internet and phone was still down. I had to go back to *** for internet service as I seemed to be getting no way with Frontier. I also put in a port with Spectrum. I learnt from *** on Saturday that the port could not complete because the number is not active even though Frontier had informed me (untruthfully that it was). On the 8th of Feb, I wrote the FCC and the Texas Public utility to intervene so that Frontier will reactivate my number. Frontier responded 2 days after acknowledging receipt of the complaint which was forwarded by both commission. The rep from the office promised to look into it and fix the issue. From her observation the record seems difficult to grasp. A tech was scheduled to fix the issue on Saturday. He came and made fixes. He was apologetic for inconvenience I have had. However the internet was working and my phone started working with a different number. When I called my original number, for the first time I started getting "this number has been disconnected or is no longer in service". I never had that for the 14 plus days that my phone was down. A am greatly appalled that Frontier cannot get it right even after the supervising authority prods them. Surely the tech should know what is expected. It only gets worse, I called customer service today (and they were more pleasant than those on February 1st) to find out why they placed a different number on my phone and they said my number was disconnected on the first and they have to wait 29 days for it to be activated and hope that it is not reassigned. So I am expected to lose my phone number for 29 days because at Fronteir whim or incompetence they disconnected my number. This is the height of incompetence and lies and deceit. I am mad about it. This is what I want from Frontier
1. Explanation on why my service was disconnected and why no notice was given to me the subscriber of that intent.
2. Immediate activation of my phone number so that it can be ported to a carrier of my choice.
3. Adequate compensation for the loss service.

Frontier Communications Response • Mar 04, 2020

Thank you for referring the complaint of Mr. our office for review. We appreciate this matter being brought to our attention.

Frontier has investigated the above statements and offers the following response:
According to our records, back in December 2019 the customer initiated Fios internet only account under Billing Telephone Number ***. The customer later ported his telephone number *** to Frontier from another carrier effective January 10, 2020. In February an order was initiated to change the telephone number from *** to *** in error effective February 01, 2020. A subsequent order was initiated to change telephone number *** from to *** On Saturday February 15, 2020 a technician was dispatched and restored the Fios internet service. On February 18, 2020 the customer’s original Fios Digital Voice telephone number ***.
· Credits totaling $90.93 were issued. Please allow 1-2 bill cycles for credit to post to the account.

· The March 9, 2020 bill is not accessible at this time. Our office will continue to review subsequent billing statements to ensure the billing is correct.

· I have spoken to Mr. regarding his concerns and provided my direct contact number.

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 signed up to receive Frontier service along with *** as a package through a Frontier sales person, contract is a “Frontier” Contract. After using the services for less than 10 days, I called to cancel the service as the internet continued to have disruptions (service just didn’t work intermittently), local channels were not included as promised (there was now an extra charge of $12.00), NHL channel was not included as promised and we had to purchase a separate antenna for $140 to obtain the local channels.

I called the 888 number and requested cancelation on 11/20/2019, received confirmation and expected to be done. I then received a bill from Frontier of outstanding charges. I called again on 12/7/2019 , spoke with Sofia who removed a charge of $480.00 and was to close the account. I then received another bill for $127.19, called on 12/21/2017 to resolve the cancelation. I was transferred to a specialist (Patrice) who informed me that the service was not canceled and that there were no notes of my call from 11/20/2019 nor 12/7/2019. I was transferred to supervisor Ashton who finally explained that *** and Frontier were completely separate even though they were purchased as a bundle on a Frontier Contract. He issued a cancel confirmation number #72008809 and confirmed that there will not be a termination fee. We are to wait 7-10 business days for an equipment return box. I received a collection notice for $244.53 dated February 6, 2020. I called again today, 2/16/2020 and was told that the collections department is closed and will be closed tomorrow as well.

I am looking to have this charge of $244.53 resolved as I in good faith canceled the service and have tried to obtain the box for the approved method of equipment return without success.

Frontier Communications Response • Feb 26, 2020

Thank you
for referring the complaint of *** to our office for review. We
appreciate *** bringing this matter to our attention.The
Complaint states that:*** is disputing charges and
wanted to have the balance cleared.Frontier
has investigated the above statements and offers the following response:Frontier
advises that after review, we show that the balance is correct.Frontier
advises we have been unsuccessful in our attempts to contact *** Ulrich.
We have provided our direct contact information via email. 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.

I entered a contract for bundled services, Triple Play, in March 2019. In October 2019, I was not satisfied with the VOIP portion of the service and canceled it. The customer service representative said my contract price would not change. However, I was charged separately for internet and cable TV service. My monthly bill increased from $123 monthly to $227 monthly. As of January 8, 2020, I canceled service with Frontier. I was billed $207.60 through February 8, 2020 despite no longer have service. All equipment was returned in January 2020 for which I have receipts. I never received an itemized closing statement yet on 2/14/2020 I received a threat of collection letter dated February 8, 2020 demanding payment by February 19, 2020. Customer service rep, Latasha, hung up on me and I called back to request duplicate closing statement. Advised mailed statement will take 3-5 business days to arrive. I asked for payment be deferred until I review duplicate statement. This request was denied.
This complaint is disputing being charges for services not received. Also, I'm complaining about the unprofessionalism demonstrated by customer service representative in collections whose name is Latasha. It's no wonder Frontier's quarterly earnings have dropped three months in a row and now seek bankruptcy protection in March 2020.

Frontier Communications Response • Mar 03, 2020

Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We
appreciate you
bringing this matter to our attention.The Complaint states that: Ms. is disputing her bill for services from Frontier.Ms. advises that she was billed for a full month of service.Frontier has investigated the above
statements and offers the following response:Frontier advises that the correct price for the package that Ms. subscribes to is $166.00 per month plus taxes and surcharges.Frontier advise that Ms. disconnected her services as of January 6, 2020 and her bill cycle ended on January 13, 2020.Frontier advises that Ms. has pre-paid for her services and was eligible to continue receiving service through the end of her billing cycle.Frontier representative has made several attempts to reach the customer however was unsuccessful. 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: Tocoma
K. Department:
General Manager

In mid -December 2019 I cancelled service Frontier effective 12/31/19 for the business ***, which had closed. Customer service gave me a confirmation # *** and stated I'd get a close out termination bill that month and nothing further needed to be done. Although I paid this (and all bills) received in December, in 2020 I continue to get bills for internet service from Frontier as well as collection letters threatening to cut off my internet service (which should have been cut off at midnight 12/31/19 per Frontier's customer service. Frontier has violated their verbal contract with me and continues to bill me for service I neither desire nor use.

Frontier Communications Response • Mar 03, 2020

Frontier Communications 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: In
mid-December 2019 I called Frontier & cancelled service effective December
31, 2019 because the business had closed. The agent provided a confirmation
number & stated I would get a close out termination bill that month and
nothing further needed to be done. I paid this & all other bills received
in December however in 2020 I continue to get bills for internet service from
Frontier as well as collection letters threatening to cut off my internet which
should have been cut off at Midnight on December 31, 2019. Frontier has violated their verbal contract
with me and continues to bill me for service I neither desire or use.Frontier has investigated the above
statements and offers the following response:Mr. contacted Frontier on December
18, 2019 & advised the agent that he wanted the service cancelled as of
December 31, 2019. Frontier stopped the service & the billing as requested
on December 31, 2019 & the final bill was mailed out to Mr. on
January 1, 2020. As he was advised by the sales agent the final bill included
the closing termination fee only. The termination fee was billed because the
service was cancelled with 4 months remaining in the 1 year agreement. I contacted Mr. & he stated he
didn’t receive the bill in January however he did receive the bill in February
along with collections letters. He was
aware that the charges are with a collections agency & he ok with that. He
will not be submitting payment for the charges.We regret
any inconvenience that customer may have experienced as a result of the above
matter. We trust that this information will assist you in closing this
complaint. Frontier Specialist: Sandra T. Department:
Executive Complaints

Customer Response • Mar 06, 2020

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 spoke with Frontier and indicated they had not met the conditions of the agreement regarding disconsolation of service. However, the account had been turned over to collections prior to my receiving any communication with them. Since the business credit will be damaged far beyond the amount they claimed owed due to their nearly 3 month delay in contacting me, I expressed to their representative that we will simply agree to disagree on this matter as there is no longer a resolution that will make either business whole in this matter.]

Regards

Frontier Communications Response • Mar 10, 2020

Mr. did advise during the conversation I had with him on March 2, 2020 that we had to agree to disagree. The information that I provided him is the same that I am providing now. He contacted Frontier on December 18, 2019 asked that the service be disconnected on December 31, 2019 & we did as he requested. He was advised during this conversation that he would have a termination charge for cancelling service prior to the end of the 1 year agreement. The closing invoice generated the next day January 1, 2020 & on this invoice he was billed only for the termination fee. The final invoice was mailed February 1, 2020 & since we didn't receive payment on time the charges were sent to an outside Collection agency. Both the January & the February invoice were mailed to the same address that prior invoices had been mailed to & they were not returned by the post office which means they were delivered. He did advise me that he moved several miles away & he never received the January invoice however Frontier wasn't made aware of this. If the final bill needed to be sent to a new address Frontier needed to be made aware of that during the call on December 18, 2019.

My service was suspended 4 days ago over an old account I wasn't aware of. I paid the outstanding balance and Frontier will not restore my service. I keep calling and talking to customer service and they just keep shuffling me from person to person and don't fix the issue. Now I'm told I have to call back 2 days from now. This is after talking to numerous supervisees over several days and being informed my service would be restored within 24 hours each time. I feel as though I'm being scammed.

Frontier Communications Response • Feb 27, 2020

Frontier Communications

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 that his services were suspended for an unpaid balance on an old account that he states he was not aware of. Issue 2 Mr. states that he paid his final balance in full; however his services were not restored. Issue 3
Frontier has investigated the above statements and offers the following response:

· Frontier advises that Mr. had a prior account under at the same service address as his current services under , which had an unpaid final balance of $94.66.

· Frontier advises that notice was sent to Mr. on August 22, 2017 advising him of the final balance with a final payment date of September 2, 2017 or the account would be sent to an outside collection agency.

· Treatment was reinstated on Mr.’s account in 2020 and he was sent a disconnect notice on January 22, 2020 advising of the final amount due February 5, 2020 and if not paid, active account will be interrupted on February 6, 2020.

· Frontier advises that another message was left for Mr. on February 10, 2020 advising him of the final account and payment date to avoid interruption of services.

· Frontier records show that Mr. Engelking’s account was suspended on February 11, 2020 for the unpaid balance from the final account.

· Frontier records show that Frontier’s collection department came to a settlement agreement with Mr. to pay $71.00 on the final account to restore his services. The payment of $71.00 was made on Mr.’s account on February 13, 2020 and a request was sent to reconnect the services which can take up to 24 hours for restores.

· Frontier advises that there was an error with the reconnect process and it was not reconnected as scheduled.

· Mr. contacted Frontier on February 18, 2020 to cancel his Frontier services due to the delay in restoring his services.

· Frontier spoke with Mr. on February 19, 2020 to review this information with him. Mr. has gone to another service provider and does not wish to restore his Frontier services.

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.
Frontier Specialist: Carla G Department: Consumer Relations

My internet was not working when I awoke this morning (6 am EST). I contacted the ISP (around 8 am EST), Frontier Communications, and was left on hold for over an hour. I was advised that there was an outage in my community with no resolution time. I then received an email stating services had been restored, however they were not. I accepted a call back many hours later, upon which I was again placed on hold for over 45 minutes. At this time I gave up and hung up the phone. I proceeded to contact them via Facebook messenger and was advised the outage was still an issue with no resolution time. I will gladly provide transcripts of that conversation for your records. I am infuriated at the lack of transparency and firm resolution. I depend on my ISP to fulfill my full time job responsibilities and the company has not put forth any good faith resolution to the matter.

Frontier Communications Response • Feb 24, 2020

Thank you
for referring the complaint of Nicole *** to our office for review. We
appreciate Ms.
*** bringing this matter to our attention.The
Complaint states that:Ms. did not have working service, due
to an outage in the area.Frontier
has investigated the above statements and offers the following response:Due
to an area outage, Ms. was without Frontier service.Ms.
*** cancelled her account prior to Frontier fixing the issue on February
19, 2020.Frontier
advises that the appropriate credit has been issued to the account.Frontier
advises that after multiple attempts, Frontier was unable to reach Ms.
***. We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs.
has experienced as a result of the above matter.

This is the worst company to deal with and I don't know how the State of California let them do business in our state.
My elderly mother passed away on 1/18, and I called to terminate her service on 1/30, and they told me it would be done in a few days, then I found out in the mail they would not terminate her land line until 19 days later on 2/18. But we already returned her apartment and her lease ended 2/1. Every time I called, they would say that was the best they could do.
This is the 21st century, why they could not terminate her line right away? And they said her bill from 1/25-2/24 period will have to be paid in full. Should that not be prorated? As we asked the service to be canceled on 1/30.
Unfortunately, this was the ONLY company that provides landline for my mother's residence. So they have EXCLUSIVE and MONOPOLY power over their customer. Every time I called them to resolve previous issues for my elderly mom, it was a nightmare. They are a terrible company to do business with.
People who lived in the area they service should call their State, Local, and Federal representative and ask those representative to audit their business practice. As they are ripping off their customers.

This company is either unbelievably incompetent, or they have a systematic policy of purposely mishandling situations in order to explore every possible way to collect extra money. I moved to a new home the first week of November. I attempted to transfer my internet service. First call they were unable to access their system, I was told to call back. Second call they took all of my information and initiated the transfer. Days later they called back and said that they were unable to provide service for us at the new location. I canceled the service. They kept billing me anyway. I had to call back and cancel the service two more times before they actually canceled it. They also never sent a box to return their equipment, which is the only way that it can be returned. I had to call back and ask them to send the return box. I promptly returned their equipment. I was notified that the equiptment had been delivered. Three months later they sent me a bill for the equipment, stating that it hadn't been returned. Luckily, I still had the receipt from when I had sent it, and the delivery confirmation notice. I called again with all of the information and they assured me that this time it was all settled. I would suggest never using their service.

I signed up for frontier tv, internet and phone phone service when I moved to Tampa. The first issue I had was that the service was supposed to be installed and the technician never showed up for the appointment. I called and rescheduled and finally someone came out to install. I was credited $25 for the missed appointment. Come to find out, the technician claimed that he came out the first time but he didnt. After getting the service set up, we soon discovered the the tv service did not work properly. We phoned in and did online chats to try to get the service working right. After numerous long and unsuccessful attempts at getting it to work, frontier finally decided to send out a technician. The guy came out and told us there was nothing he could do and that we should just disconnect the service. I phoned in the next day and cancelled the service and the agent said that we would be credit back over $80 for the cable that we paid for. I had already paid the bill for the past month so there was no way to refund us the money so he said it would be credited within 48 hours to my account. After 3 or 4 days and still no credit to my account I did an online chat with frontier again. The agent I spoke with that time said that she saw no evidence of a credit that was supposed to be applied to my account in that amount but that they did credit me back $25 (which was for the missed appointment but she tried to tell me it wasnt). I told the agent that I was owed a refund and that I would like to speak with a supervisor. The supervisor finally got on the line and told me the same thing the other agent did. I argued and told him he should listen to all the calls I had made in the past. He was silent for awhile and then finally came back and said he knows that the initial agent that I cancelled the cable through had said that I would receive a credit but that that agent never even put in the request for the credit! At that point, the supervisor said that he put in a case to the escalation team and that I would be heating back from them. 2 weeks later, I still hadn't recieved a call from the escalation team so I phoned in yesterday to see what was going on. The agent I spoke with that time rudely told me that it would take around 3 months to get a credit to my account. I told her I would like to speak with a supervisor and she said the supervisor would just tell me the same thing. I told her I would still like to speak with the supervisor. After about 10 minutes on hold, the agent came back and said that she spoke with the supervisor and that they had decided to credit my account with $64, but that it wont be on my account until next month! I would like to have my account ACTUALLY credit. Also, the customer service is absolutely HORRIBLE. I work for a call center and if I ever treated our customers as rudely as I have been treated, I would be out of a job. Even the last agent that I spoke with said that she knows that the customer service there is terrible, but yet she was one of the rude agents as well! Not once have I had an apology for the way I have been treated or even for our cable service being so bad. Frontier is a sad excuse for a company and if I didnt need the internet for my job, I would have cancelled my service right away. The only person that has been decent to me through the whole thing was the sales agent that sold me the crappy service to begin with.

Frontier Communications Response • Feb 27, 2020

Thank
you for referring the complaint of Nicole ***
to our office for review. We appreciate Ms. bringing this matter to our attention.The
Complaint states that:Ms.
*** advises she has not been issued a credit for time her television
service was not working.Frontier
has investigated the above statements and offers the following response:Frontier issued credits for the television service for Ms.’s
account.Frontier attempted
to reach Ms. to advise of the above but was unsuccessful. Frontier left a
message for Ms. that included direct contact information.

Frontier Communications is billing us $76.48 for services that were never authorized or rendered. Frontier Communications also OWES us $26.63 due to our over payment and cancelling of their services on May 20th 2019.

Frontier Communications Response • Mar 11, 2020

Frontier Communications

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 disputing a bill from Frontier stating he did not authorize the services.

· Mr. further states that Frontier owes him a refund of $26.63.

Frontier has investigated the above statements and offers the following response:
· Frontier advises that Mr. called Frontier to disconnect his Frontier service on account *** May 20, 2019. The final bill generated on June 10, 2019 and Mr. had a credit balance of $23.30.
· On June 3, 2019 a call initiated by Ms. was made to Frontier stating they have switched to *** and need their former Frontier telephone number reactivated. Frontier spoke with both Mr. and Ms. during that same telephone call and placed a service order to reinstall service with a temporary number with the intent to change it to the original Frontier number.

· Mr.’s credit balance of $23.30 was transferred to the new account of *** and can be found on the July 2019 bill statement.

· Mr. subsequently has his telephone number changed back to the original number (***) and ported out his telephone number in September 2019.

· Frontier has advised Mr. that he would have been unable to Port his number unless the number was active and at no time during his call to disconnect his service on May 20, 2019 did, he state that he was porting his telephone number.

· Frontier spoke with Mr. on March 5, 2020. Mr. has been provided direct contact information should he have any further questions or concerns.

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.
Frontier Specialist: Sarah H Department: Consumer Relations

Customer Response • Mar 12, 2020

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 cancelled my service on may 20th and asked to have the number 419-485-0524 ported over. Frontier agreed, but it took them 4 months to finally give me the number under pressure of the Revdex.com. My credit has been affected by Frontier, they started sending me new bills in December even though they still owe me $26.60. If the Revdex.com needs further documentation let me know.

Regards

Frontier Communications Response • Mar 18, 2020

Frontier CommunicationsThank you for referring the rebuttal
of *** to our office for review. We appreciate him bringing
this matter to our attention.The rebuttal states that:Mr. is disputing a bill
from Frontier stating he did not authorize the services. Mr. further states
that Frontier owes him a refund of $26.63. Frontier has investigated the above statements and offers the
following response:Frontier advises that Mr.
called Frontier to disconnect his Frontier service on account *** May
20, 2019. The final bill generated on June 10, 2019 and Mr. had a
credit balance of $23.30.On June 3, 2019 a call initiated by Ms.
*** was made to Frontier stating they have switched to *** and need
their former Frontier telephone number reactivated. Frontier spoke with both
Mr. and Ms. during that same telephone call and placed a service order
to reinstall service with a temporary number with the intent to change it to
the original Frontier number. Mr.’s credit
balance of $23.30 was transferred to the new account of *** and can be
found on the July 2019 bill statement. Mr. subsequently
has his telephone number changed back to the original number (***) and
ported out his telephone number in September 2019.Frontier has advised Mr.
*** that he would have been unable to Port his number unless the number
was active and at no time during his call to disconnect his service on May 20,
2019 did, he state that he was porting his telephone number. Frontier’s position remains
the same as there has been no additional information provided that warrants a
deviation from the original determination. 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.Frontier Specialist: Sarah
H*** Department: Consumer Relations

I cancelled my internet, cable & telephone subscription with Frontier on September 6th 2019 in the evening hours and was told that the termination would not take effect until the next business day on September 9th 2019. I received a bill from Frontier in early October for the remaining balance of $121.04 for the 9 days of service in September. My regular monthly bill was about $187.00 monthly. I submitted a dispute in Mid October requesting to have my bill adjusted for 1/3 of the month since I was only liable for 9 days of service. I was on the phone with several representatives and it took over 90 minutes to file a simple dispute. My calculations and dispute with Frontier was to receive a bill for the accurate amount that would be somewhere in the $63.00 range. They submitted the dispute and I received several email communications saying that they were working on my dispute. I never received a final decision letter via email, mail or phone. I contacted Frontier customer service in early January when I received a new bill and I called their representative to find out the dispute decision and he stated that my account showed a zero balance and a credit was issued in early December. In early February I received a collection notice from Frontier after I had been misled that my account balance was zero. This company has made a less than ethical attempt to contact me via email, mail and/or phone. Today I spent another 90 minutes on the phone trying to get a final decision letter to my dispute and I was transferred to several representatives with no resolution to a final decision letter. I was now being told that I failed to return the equipment. I told the representative that I took pictures of all the serial numbers returned and tracking numbers. She then transferred me to another person to have the equipment credited to clear the charges. The next customer representative said that the equipment was credited and spend over thirty minutes reviewing my charges. She stated that the charges were for communication services and not equipment. I was exhausted at this point from getting passed around and I finally agreed to pay the balance and they wanted a $10.00 processing fee. I agreed to pay the balance and fees and they were unable to process the payment since the balance transferred to a collection agency. When I arrived home after the 90 plus minute run around, I received a letter from a collection agency stating that I owe $10.32 to Frontier Communications and $110.72 for Frontier Communication Equipment. This exhausting experience, has made me believe that they wear their customer out with inconsistent information and passing us from representative to representative with different explanations and unethical billing ploys. In summary they stated they do not pro-rate cable and internet services and this is why I owe the entire monthly cost of these two services.

Frontier Communications Response • Mar 03, 2020

Thank you for
referring the complaint of *** to our office for review. We appreciate
bringing this matter to our attention.The Complaint
states that:Services billed after requesting to disconnect services. Frontier has
investigated the above statements and offers the following responseRecords indicate request to disconnect services was on September 7, 2019 and disconnected on September 9, 2019. Billing cycle is on the 1st of every month. When reviewing the October statement, we are showing prorated credits for FiOS Whole-Home DVR, FiOS QIP HD STB, in addition, FiOS Triple Play from September 9, 2019 – September 30, 2019. This gives a total credit of $56.17. State Taxes & Other Charges were credited as well in the amount of $5.48. Total credits equal $61.65.No phone records showing where customer called in January 2020. However, we do have a record of a phone call on February 13, 2020; where Frontier provided balance, and customer advised will mail check. Charges are valid. 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

Right off the bat, they lied about what services we would receive. They billed us for equipment that had been returned. When confronted about this, they said they could see that the equipment was returned and the charge should not be there. More and more time went by, and more employees told us the same thing. When we finally cancelled service because of a lack of customer service and not being able to get the service originally promised, the account was paid off except for the $200 fee for the unreturned equipment, which the employee told me wouldn’t need to be paid because they could see clearly that the equipment had been returned. They never sent a receipt of any kind for the payment, and never sent a bill stating a balance that needed to be paid. Then all of a sudden a couple months later, notice came to us from credit karma that a collections account had been added originating from Frontier Communications. I spoke with Frontier about this. They said they could see that the charge was from equipment, and that the equipment HAD been returned, but they could mot do anything about it, I need to call the collections company!! The collections company, of course, CANNOT see that it had been returned. We paid the amount in order to get it off of our credit report, but intend on filing complaints and possibly looking into a lawsuit.

Frontier Communications Response • Feb 17, 2020

Thank you for referring the
complaint of Amber
*** to our office for
review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Frontier billed Mr.’s account
$200 for unreturned equipment.Ms. would like Frontier to refund
the $200 back to Mr.’s account.Frontier did not send a receipt for
payment to the account.Frontier advised that the equipment
had been returned.Ms. would like a correction
to Mr.’s credit report.Frontier has investigated the above
statements and offers the following response: Frontier billed Mr. a $200 unreturned equipment fee on July 4, 2019.Frontier issued credit to Mr.’s account for the unreturned on September 6, 2019. Confirmation of this credit was posted on Mr.’s September 14, 2019 statement.Mr. was accessed an Early Termination fee of $199.95 upon disconnection of service.This charge appeared on Mr.’s September 14, 2019 statement.Updates to credit reports can take up to 90 days when warranted.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.

On July 24, 2019, a service technician came to our home to examine the outside line that runs from the pole at the corner of our property to the house. Our internet service had been poor and when I called to report it, I was told they had had some issues in our area and would check our line. I was told that there would be no cost to me. The service technician came, after waiting two weeks, was on our property for less than 5 minutes and told me there was no problem with the outside line. He also told me that there was no cost for this service and that Frontier only charged if a technician entered the home. The service did not require him to enter our home. On my August 2019 bill, I was charged an $85 service fee. I filed a dispute claim for this charge in September. I continued to pay my bill each month, deducting the amount of the service charge. In January, I received a letter that my *** Network (bundled with my Frontier) was going to be disconnected due to lack of payment and that I owed $112. I called Frontier and was only then told that my dispute had been denied. We received no communication from Frontier about our dispute claim. When I filed the dispute, I was told that I would receive notification of the outcome. The customer service said that I should have received something in writing. No one could explain where the $112 dollars came from but that I needed to pay that in order to not have my *** service disconnected. Between my husband and I, we were transferred multiple times and finally my husband spoke with a manager who said that we should have been notified about the dispute and that he would credit our account for the $112 as well as the late fee that had been applied. I went ahead and paid my normal bill for January. We thought it had been resolved. The manager even gave us a credit reference number. On January 28, 2020 our *** network service was disconnected. Again, we call Frontier and are shuffled amongst several people. We are told that we owe $2.94 and that is why our *** network was cancelled. No one could tell us where the $2.94 came from and no one said anything about the credit that we told them was applied to our account. They just kept saying we owed $2.94. So, we paid the $2.94 and our *** network was restored the following day. We were told we would not be charged a reconnect fee. Once again, we thought everything was handled and we could finally put this behind us. Yesterday, February 13, 2020, we received another disconnect notice saying that our *** network would be disconnected if we did not pay $109.06. Again, I called Frontier customer service, was shuffled around to 4 different people. I had to repeat the story over and over. Finally, after 1 1/2 hour, a lady told me that our $112 credit was denied and so the bill amount I paid in January was applied to that and not to my bill. The $2.94 was the remaining amount from that supposedly credited amount. We were not notified that the credit did not go through. We were not even told that it may not go through. We were given a credit reference number and were told that it was handled. We want our bill credited for the amount of the service call, the late fees and the reconnect fee. We also want to know why we were never contacted about our dispute claim and our credit. How is the consumer supposed to know if they are not contacted in some way? I have gone back through emails and there is nothing. We have received nothing in the mail nor a phone call. We have been treated so poorly on the phone. Customer service agents have been rude and of no assistance in this matter. I don't even know exactly what I owe at this point because it keeps changing and no one at Frontier can explain it to me. We pay our bill every month and this has been so upsetting to both myself and my husband. Is there anyway that you can assist us with this matter.

Frontier Communications Response • Feb 20, 2020

Thank you for referring the complaint of *** to
our office for review. We appreciate bringing this matter to our attention.The Complaint states that:The $85 Isolation charge would not apply if tech doesn’t come inside the house for repair job. Frontier has investigated the above statements and offers
the following responseOur records indicate on July 24, 2019 Frontier was contacted by customer to report trouble with services. On this call our representative informed customer of charge.If Service Technician determined that trouble was located inside premise by testing the line at the Network Interface Device (NID)/Network Interface Jack (NIJ) and did not enter premise, applicable charge is the trip or Premise Visit charge as governed by state tariff in Arizona or Isolation charge in all other states.For residential customers, isolation charges are $85 for the 1st hour. $42.50 for each additional 30 minutes.After further review, Frontier will sustain charges.In addition, a courtesy, a credit of $9.00 for a late fee was applied to the account on January 29, 2020. No further credits will be warranted regarding this matter. 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.Kevin S. Frontier Executive Relations

On December 26,2019 my internet was not working. I called and asked for someone to come and fix. During the conversation I also asked if my bills could be consolidated to ONE as I had been receiving 2 different bills (due to 2 different phone lines-2 different accounts).
At this time the gentlemen said of course. On the statement ending in January 31, 2020 I still received 2 separate bills and was now charged not only for 2 phones lines, internet but charged twice for cable! I called back again to fix the billing, within talking with Frontier (to fix bill) my cable was then turned off. I called the next day because of this..cable was then turned back on but my internet was then turned off! I called again!!! Literally talked with 10 people throughout company and somehow got internet back on. I work from home and cannot afford to not have services. My bill is still NOT correct, I was on the phone this morning for 2 hours (took a screen shot) to finally get a supervisor who said that I was denied twice for this "double bill".
Their customer service department is by FAR THE WORST I have ever dealt with and they should be ashamed. If there was another provider in my area I would of switched a long time ago!!! I have always paid my bills timely and to what I owed for well over 10 years! This treatment is ridiculous. To sum this up I have spent 8 hours and talked with close to 30 people just to resolve an overcharged amount of close to $320.00.

Frontier Communications Response • Feb 26, 2020

Thank
you for referring the complaint of *** to our office for
review. We appreciate your bringing this
matter to our attention.A
review of the customer’s account determined an audit on December 24, 2020
caused the customer to be double billed for Fios TV service. The customer’s
video rentals were billing under the 2nd line but the video service
was billed on the main line. The account
has since been combined billed per the customer’s request. A
credit in the amount of $341.70 was applied to the account on February 25, 2020
to correct erroneous billing. The
customer has been provided with direct contact information to reach customer
relations in the event further assistance is needed as it relates to this
issue.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

I was verbally told that they offered service in the area I had to move because of work. Once I moved and called I was told they do not offer service. The rep cancenceled my service was Brandi who then falsely notated the account that my cancelation fee was 1650$ and that I stated my employer would pay that. None of that was said and then I received a bill for 1889$

Frontier Communications Response • Mar 16, 2020

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:*** called to move service to an address Frontier does not provide service to.She
stated that she was not advised that she was in a contract before she cancelled
her service. She was charged an Early
Termination Fee for cancelling a 3 year contracted service spanning 08/17/19
through 08/16/22.Frontier has investigated the
above statements and offers the following response:Per Frontier policy, Early Termination Fees still apply when a customer moves out of Frontier territory, and even if a customer is not notified of a contract or Early Termination Fees at the time of disconnect, the customer was advised at the time of the package implementation.Due to a signed contract not being on file for the 3 year commitment, the customer will only be held to the first year of the commitment.Early Termination Fees for the remainder of the 1 year term will apply.A credit of $1253.67 has been approved for this account to reflect that, with $394.45 of the Early Termination Fee sustained.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:
Bec Department:
Office of the President

ordered home phone service from ***, they said Frontier services my area, and they just had to flip the switch to turn it on. Called Frontier, they booked time for someone to come out, but morning of the apt they called on the land line, to say they have turned it on and make sure it was working. The cost was to be 29.99 plus taxes a month. after about 10 days of having the line we got a bill for xx.x. When we called to complain they said we told you it was going to cost this much, of course they didn't, who would get a land line for that much a month. We then asked for a credit, they refused, asked to speak to supervisor, they refused. Told them to cancel the line, they said it would take 2 weeks, even though we pointed out that all you have to do is flip a switch, they then said it would be turned off tomorrow, along with a 100 charge to turn it off.
checked last pm to see if it was still working, it is. They want to keep it on till the 27th. The break down of the bill is as follows..
total-99.61 29.99 is monthly fee/ 50.64 service charges that are the following 3.99 carrier surcharge 1.50 road work 13.10 network connection 32.05 service order charge. taxes 18.98, without all the service charges this would have only been 10.00. billing date is from 2/3-2/27.

Frontier Communications Response • Mar 04, 2020

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. is disputing her charges.

· Ms. states that Frontier is billing a Road Recovery Surcharge.

Frontier has investigated the above statements and offers the following response:
Frontier advises that after review it was determined that Ms. was not informed of the one-time Network Connection charge of $13.10 and Service Order charge of $32.05 on the first billing statement.Frontier applied an adjustment of $45.15 on February 26, 2020 for the one time fees. Frontier is required by federal, state and/or local authorities to move our facilities to accommodate road construction. The Road Recovery surcharge allows Frontier to recover some of the cost of moving facilities due to road work projects.Frontier advises that Ms.’s account was cancelled on February 13, 2020.Frontier advises that Ms. will not be billed a $100.00 early termination fee. Frontier advises that the final billing statement generated on March 3, 2020. As a courtesy the remaining balance of $58.20 was removed on March 4, 2020. Ms. owes a zero balance on the account.Frontier spoke to Mr. on March 4, 2020 and explained the information above.Mr. advised that he would like to have Frontier service again. Frontier established new service for Mr. under account . Mr. is aware of all one time charges on the new account.
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

Telephone Number: Ext 1122521 Fax Number:

We had contacted Frontier about switching our phone service from *** and came to an agreement on price which also included no installation charge. We had the install and received our first bill with a installation charge and the agreed monthly charge of 119.00 for 3 lines doubled to 230.00 per month. They failed to inform our business of the 110.00 in extra fees that are attached to the bill. We would have never switched our service if we knew the total bill. We were told the total was 119.00 per month. We believe they are using deceptive sales pitches.

Frontier Communications Response • Mar 06, 2020

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:Randy
*** was quoted a package rate of $119.99 for his 3 phone lines. He was unaware of the heavy tax
commitment for the 3 phone lines which made the price higher than his previous
provider. Frontier has investigated the above
statements and offers the following response:Per Frontier policy, this contract is valid.However, as a courtesy, Frontier offered either a lower cost package, or release from their contract.Randy *** opted to request release of *** from Frontier contract so they can port to another provider.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: Bec Department:
Office of the President

When I signed up for internet I was told I will get 200$ *** gift card after paying 2 bills successfully but now they can't find any record of it

Frontier Communications Response • Feb 25, 2020

Frontier records reflect that an order was placed on 10/29/19 to establish Simply FiOS 500/500 Internet effective 11/04/19.
Frontier has found that the redemption form or copy of the first 2 bills showing that the bills were paid have not been received. The redemption form and bill copies were required for eligibility.
In the interest of resolving the complaint, we have submitted the redemption. The customer will receive the gift card within 6 to 8 weeks.

Check fields!

Write a review of Frontier Communications

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Frontier Communications Rating

Overall satisfaction rating

Description: Cable TV, Internet and Telephone Installation Companies

Address: PO Box 20550, Rochester, New York, United States, 14602-0550

Phone:

Show more...

Web:

This website was reported to be associated with Frontier Communications.



Add contact information for Frontier Communications

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated