Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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Frontier just added a $10 a monthly service fee for "WiFi Router" to my monthly bill. I have used my own router since I started the service last year. I contacted their call center. Shane was very polite, but he informed me that Frontier charges this fee now that my router discount has expired. This was described as a service and not a rental feel. This service feels like a monopoly taking advantage.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. is disputing his bill for services from Frontier.Frontier has investigated the above statements and offers the following response:
Our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.
Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipment.
A Frontier representative spoke with Mr. and offered to drop ship a router for the monthly fee or to purchase a Frontier router for $200.00, he declined.
We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
This company is the worst they cant even keep tract of who they do business with I call them to see were is my equipment is at and they gave me 3 different names that weren't even me
Back in September 2019 I had 3 calls to England on my bill that were billed incorrectly. My service was to have a .10/minute international calling price. Instead I was billed $2.89/min for 3 calls of 10 min, 15 min and 23 minutes for $138.72 plus $34.68 in a FTR LD USF charge. I have called 10/8/19; 11/1/19; 12/7/19; 1/13/20 and 1/28/20 and put in a dispute about these charges including the $9 late fee they charged me in December for not paying that portion of the bill in November after they told me not too. I was told it would take approx 14 days for a resolution and here is is 2/11/20 and still nothing has been resolved. Every time I call in they tell me either they don't see a dispute in there, they will put one in or it hasn't processed yet but should by the next billing and never does. I have been a long time customer since 1991 and have always paid my bill on time. There customer service stinks
Thank you
for referring the complaint of *** to our office for review. We appreciate Ms. bringing
this matter to our attention.The
Complaint states that:Ms. is disputing her billing for
services from Frontier.Frontier
has investigated the above statements and offers the following response:Frontier
found Ms.’s account did not have an international calling plan. Ms.
*** declined to add an international calling plan at this time. Frontier did
provide a courtesy credit for Ms..Frontier
spoke with Ms. on February 12, 2020, and advised of the above information.We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms.
has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
On 12/29/2019 ordered, On January 6th, 2020 Installed, I decided to try Frontier Again, even though I had problems in the past with there customer service adding services and equipment I did not authorize. I left because of very poor customer service, but I loved the product. Been gone for a few Years.
I created my account on or about January 8th 2020, and immediately added automatic Auto Pay to my account and set it up.
On 1/8/2020 received this notice Your bill of $140.37 is due on January 30. Please sign in to your Frontier online account to pay your outstanding balance, view your statement, and review important regulatory customer notices. You may also use this site to save payment methods for future use, quickly set up Auto Pay, or to shop for Frontier services, OK Not a problem with this called customer service explained I had set up auto pay they said no problem our system will take care of it.
Kept checking my account it continued to show no balance, 0, Nothing, Nada, No communication from them until 2/8/2020, Oh your bill is ready to review, so I went online opened my bill and not only did they honor my auto pay, Now they charge me a $9.00 late payment.
On 2/8/2020 I cal customer service talked to Britney operator number ***, Told me there was a glitch in the Frontier System and thats why my payment was never actuated and Britney checked my credit card on file and was good to go!
I then asked for a return of the $9.00 Britney said no one is authorized, I then asked for a supervisor, they just hung up on me after making me wait for a supervisor.
February 25, 2020
RE Case: ***
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. advised he was billed a late fee in error after initiating auto draft.
Frontier has investigated the above statements and offers the following response:
Records show on bill date February 6, 2019 Mr. was billed a $9.00 late payment fee, due to his payment not being drafted. On February 24, 2020 a credit of $9.00 was applied to the account for the late payment fee. This should reflect in one to two bill cycles. Frontier left the above information on Mr.’s voice mail. We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
How and why is this company still in business? They lie about what we will be charged for a phone line ($40 over what they told us per month), they have lied about TWO appointments we scheduled with them, saying that our appointment was for the following week, which is absolutely false. We apparently are not the first customers they have done this to. If we had another option for a phone company, we would absolutely choose the other company. If we had another option for DSL internet, we undoubtedly would choose the other company. I can't imagine how any other company could be worse than Frontier.
After reading all the other complaints, I would be shocked if they have not been sued yet.
I recently made a payment and questioned the bill apparently I have been getting charged for a second modem and I have never had a 2nd modem. I remember that almost a year ago they did the same thing but they were supposed to have remove it. I tried to explain everything to the collections agent however she said we'd have to look into it but will only give you 60 days credit. That is outrageous that they could just through on a 2nd modem charge and the customer NOT have it.
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 that Frontier billed her for a second Internet service that was never installed.• Ms. advises after multiple attempts to resolve, she has not received an account credit. Frontier has investigated the above statements and offers the following response: • Frontier determined that an order for a second Internet connection was to be canceled on July 26, 2019. The order was staged to completion in error. • Frontier applied a credit adjustment to Ms. Maenza’s account for the second Internet account in full. Please allow 1 to 2 bill cycles for the credit.• Frontier apologizes to Ms. for her customer service experience.• Frontier spoke to Ms. on February 14, 2020 and communicated the above information and provided direct contact information via email. 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.
Cancelled service on 10/23/19 an d shipped cable boxes back 11/5/20 with their prepaid shipping label. Received statement on 01/14/2020 stating that I owed $127.00dollares $210.50 for non-returned boxes minus a $83.50 credit I had coming for a balance of $127.00. They had acknowledged relieving them on 11/14/19 in a previous phone call. I called today and they need a password for the account, which I have never had and then told me to go to their web site and create one. I tried but got the message that their server was not working. I tried their chat site and was told they can not help me without a password. I am send them a check because I don't want my credit history damaged. I still want my money back
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. received a closing statement on 11/7/19 reflected a refund in the amount of $83.50.-Mr. than received the 1/7/20 statement with new charges of $210.50 for unreturned equipment.-Mr. is disputing charge and requesting $83.50 be refunded to him.
Frontier has investigated the
above statements and offers the following response:
-Frontier
records indicate return kit was sent out upon disconnect of account on
10/22/19.-Frontier records
indicate Mr. did call in on 10/31/19 to confirm equipment was
returned and was advised of tracking number and return date of 11/4/19.-Frontier has reversed
the $210.50 charge, balance is now reflecting the credit of $83.50 which
will be refunded to Mr. via check in 7-10 business days from today.We trust that this information will assist
you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
*** I mailed a check for $127.00 to Frontier yesterday, because I did want may credit history damaged So to totally resolve this issue my check (*** dated 2/11/20) will need to be returned or they can just issue a refund of $210.50 if they have processed the check. That would be the $127.50 originally in dispute plus the $83.50 credit that was due me..
After that happens I will consider the case closed and I will notify the Revdex.com when the funds have been receive. Thank you for your help.
*** E ***
To resolve this
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. received a closing statement on 11/7/19 reflected a refund in the amount of $83.50.-Mr. than received the 1/7/20 statement with new charges of $210.50 for unreturned equipment of which his $83.50 refund was deducted leaving a balance of $127.-Mr. has paid the $127 to ensure credit report is not affected.
Frontier has investigated the
above statements and offers the following response:-Frontier
records show Mr. has been working with agent Amanda since 2/14/20 regarding
the $127 who has informed customer once Frontier has received the payment
and it has posted to his account, we will issue the refund for it.We trust that this information will assist
you in closing this complaint. We apologize for any inconvenience that Mr.
*** has experienced as a result of the above matter.
I have two main complaints. First, Frontier charged me for a 5 mbps internet speed for 13 years, when I found out later from one of their own techs that they only had my area wired to be capable of receiving less than 3 mbps at most. Per a Frontier rep, they are required to provide 70% of the speed they bill for - I only received 1-2 mpbs, which is less than 70%, therefore they violated their contract but continued charging for that speed every month. A faster internet finally became available for my area and I called to terminate Frontier services on 12/19/19. As it turns out, that was the first day of a new billing cycle. They now refuse to prorate my bill, even though I cancelled service 12 hours into that new cycle and have a confirmation number to prove that. They discounted my bill by $7.84, which is a joke - they still want $88.82 for 12 hours of service
Frontier has investigated the above
statements and offers the following response:Frontier advised Ms. subscribed to Frontier Internet Max that included speed ranges from 1-6 mbps. Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of her billing cycle. Frontier advises that regulated services receive per diem credits from the disconnect date to the end of cycle billing. Non-regulated services are not eligible for per diem credits.Frontier confirms appropriate credit has been issued to Ms.’s account for unused regulated service; Ms.’s final bill will publish February 19, 2020.Frontier spoke with Ms. on February 11, 2020 and advised of the above.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that ***
has experienced as a result of the above matter.
Summary: Never received *** promotional offer.
I ordered FiOS Internet service in August, 2019. The sales agreement included 2 promotional offers.
$100 Visa Gift Card
1 year of *** Prime
Terms state promotions would be delivered after maintaining service for 90 days after installation. It's been nearly 6 months.
I did receive the Visa Gift Card, but never received the redemption key for the *** promotion. I have contacted Frontier no less than 6 times to resolve this issue. They have confirmed my *** offer eligibility, but have yet to deliver the redemption code.
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
• Mr. states he never received his promotional offer of the *** subscription the he was promised when service was ordered.
Frontier has investigated the above statements and offers the following response:
• Account records show Mr. qualifies for the promotion and has agreed to compensate Mr. with a $120.00 visa gift Card.
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.
Sincerely,
Frontier Executive Customer Relations
We called customer service yesterday to get a quote if we cancelled our tv services but kept out internet. We were quoted $45 plus tax. When we called back today and cancelled out tv service the agent told us our bill would be $81 plus tax. When we asked about the quote we received last night, the agent told us there was no record of our call. She stated they do not give the advertised price for existing customers. When we asked about customer retention, she said she didn’t understand. We asked why we were being charged 4x the amount for 50/50 when the advertised amount is $45 for 500/500. She said she didn’t understand what we were talking about. When we asked to speak to a supervisor, the agent said there wasn't one on shift.
Thank
you for referring Ms.’s concerns to
our office for review. We appreciate her bringing her concerns to our
attention. Ms.
states that:Ms. states that she
was quoted 45+taxes and when she called in to downgrade to her account
from internet and TV to just internet 50/50.Ms. states that when
she called back to finalize the change she was told that price for 50/50
internet only will be 81+taxes and surcharges.Ms. states that new
customers are getting higher speed for less monthly charges and is asking
that Frontier honor the original price quote.Frontier
has investigated the above statements and offers the following response:I have contacted Ms., I have
placed her on the best available pricing for 50/50 internet.I have explained that account does not
qualify for new customer pricing.Ms. has my full contact info and
is welcome to contact me with any questions or concerns. 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.Sincerely,Customer
Relations
I called to to get internet service October of 2019. The location of service was a vacant building so that I could view my security cameras. I live an hour from the desired service location. Each time I went to hook my cameras to the internet, it never worked. I called each time and they came out and said it was working, but I NEVER received a signal. They said I needed new wiring for it to work, which I never saw the wiring. I took their word but the internet never worked. They are charging me $233.88 for service I never received. I told them I would pay the $141.00 for the wiring but not the remainder because I never received internet service. I called several times and they would not provide an email or a manager to speak with. I spent way too much time on the phone with no resolution. I have not paid them yet but I will send a letter certified for my reasoning.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:· I called to get internet service October of 2019.· The location of service was a vacant building so that I could view my security cameras. I live an hour from the desired service location.· Each time I went to hook my cameras to the internet, it never worked. I called each time and they came out and said it was working, but I NEVER received a signal.· They said I needed new wiring for it to work, which I never saw the wiring. I took their word but the internet never worked.· They are charging me $233.88 for service I never received.· I told them I would pay the $141.00 for the wiring but not the remainder because I never received internet service.· I called several times and they would not provide an email or a manager to speak with. I spent way too much time on the phone with no resolution.· I have not paid them yet but I will send a letter certified for my reasoning.Frontier has investigated the above statements and offers the following response:· Frontier states that review of Ms.’s account shows no internet usage.· Frontier states that a credit in the amount of $91.65 including taxes has been placed on Ms.’s account.· Frontier states that Ms. has a remaining balance of $132.23 for the wiring work that was done on 12/04/2019.We regret any inconvenience that Ms. may have experienced as a result of the above matter.”
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I called and cancelled serviced for Phone and Internet on Jan 15, 2019 and Frontier is still billing me 67.66 per month. Phone and Internet was entirely stopped on Jan 15th. I called today Feb 10th as I saw it was deducted from my Bank account. The Lady said it was Frontier Policy to charge another month since I stoppe3d service on 15th. I told her it should be pro-rated for 1 day. She said I had to pay full month. I asked to talk to her Supervisor Andy, and he said nothing could be done as the policy is not to Pro-rate. anything you can help with will be appreciated. I am retired, on a limited income.Thank You.
Thank you for referring the complaint of : ***
to our office for review. We appreciate ***
bringing this matter to our attention.The Complaint states that:*** advises that he was billed for a full month of
service even though he wanted to end his service earlier.Frontier has
investigated the above statements and offers the followingresponse:Frontier advises that Mr. has pre-paid for his services and is eligible to continue receiving service through the end of his billing cycle.Mr.. can always stop the disconnect if he changes his mind.Frontier advises our records indicate an adjustment has been applied to the account as a courtesy.Frontier advises our records indicate *** spoke to Frontier on February 21,2020 and has been advised of the adjustment applied to the closed account.Frontier advises *** has direct contact information to Frontier. 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Back in September I had issues with my internet and telephone services spoke with a representative in the billing department and they gave me a case number of s-*** and said I will be getting a credit for $135 my October bill came never got the credit called them back they told me it would take one to two billing cycles okay and November had some more outages for the internet and the telephone issues call them again ask them about the credits they assured me that I will get it in December December came and went call them and January January 7th spoke with a manager called Mandi ID#*** assured me that I would get my credit in February 1st in February I called on a Saturday at 2:20 got disconnected has 305 called back I was on the phone with them from 3:10 to 3:24 spoke with a supervisor oshane ID#*** he asked me for my case number I gave it to him he put it in as a new request told me I could not get my credit I had to open up a new account blah blah blah we got disconnected then I turned around and called back at 3:41 and spoke with another person they put me on hold to talk to a supervisor I was on hold again so at this point I've been on the phone since 2:20 hung up on twice and still have not gotten no issues resolved now it is 5 my phone went dead from sitting on hold so I used my cell phone and called and spoke to someone in billing and they said that all of the building people are gone they only work a half day on Saturdays so they were just giving me a big run around is what they were doing I would like this issue resolved this has been going on since September I still have not received the credit of $135 that I was promised from all of the outages and the loss of phone and internet services that has been going on for months
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 has not
issue any time out of service creditsFrontier
has investigated the above statements and offers the following response:Frontier
advises that service outages can be due to many factors. Some outages affect
multiple locations and other are related to individual locations or services.Frontier
must be advised of any service outages and allowed the opportunity to address
and resolve the interruptions before any adjustments can be applied for the out
of service. Frontier
advises Ms. reported an internet outage on August 21, 2019 and Frontier
dispatched a technician on August 28, 2019 to restored service. Frontier
has provided a time out of service adjustment on Ms.’s account.Frontier
spoke to Ms. on February 14, 2020 and advised of the above information. We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms.
has experienced as a result of the above matter.
I was out of internet service for 3 and a half weeks was told it was going to take 2 weeks more after a tech came out and did not fix it but said it was, got frustrated and canceled and found out it is the only internet that does not throttle in my area so only was canceled for 3 days. I feel its not right for I got charge an installation fee when there was no installation done and equipment delivery fee witch I already had the equipment. I just don't feel this is right, all they told me is once its charged they cant waive the fee, which is bull.
Frontier CommunicationsThank you for referring the
complaint of Thad
*** to our office for review. We appreciate him
bringing this matter to our attention.The Complaint states that:Mr.
*** is disputing his bill for services from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier’s investigation
found that Mr. was billed $25.00 as the first of three installments for
Installation of the Internet service on his January 28, 2020 invoice in
error. Frontier issued a credit to
Mr.’s account in the amount of $25.00 on February 11, 2020 for the first
of three installments for the full installation fee. Frontier also issued a
$25.00 credit to Mr.’s account on February 24, 2020 for the second of
three installments. A Frontier representative
will follow up and issue the third credit to Mr.’s account on March 24,
2020 in the mount of $25.00. Frontier spoke with Mr.
*** on February 11, 2020 to advise. 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.Tell us why here...
Frontier is very difficult to do business with. If I could rate them 0 stars I would have. I've been trying to upgrade my internet for almost 2 months and they keep screwing it up.
1. I called before Christmas to increase my internet speed. I thought it was all set up to have a technician call me to schedule the install however, I never received that call.
2. I waited a few weeks and called back. Frontier didn't have record of this and I had to start over. This time, the customer service rep said they needed to do a credit check bypass since I was an existing customer and that would take 1-2 days and then I would receive a call back to set up the install. I never received a call back.
3. I waited a week and called back again. Frontier again said that I had to start the process over again. So another 45 minute phone call and I thought it was all set up. It seemed like the customer service rep knew what he was doing and I even got a day and time scheduled for the technician to come out and upgrade my internet.
4. On the day of my scheduled install Frontier was supposed to arrive in the morning. By 11 a.m. I was concerned because no on had called or showed up yet. I called Frontier and they said I was still scheduled for my install and the tech would arrive. At 3 p.m. I called Frontier again because the tech had not arrived yet. This time I was told that the service I was supposed to get was not available in my area and that the tech was not coming out. I was told about service that is available to me but was also told there is a $49 install fee. I asked if that fee could be waived since I wasted a day for nothing but the CSR told me that she couldn't authorize that and I would need to call a different number to request the fee to be waived. Another great showing of customer service.
I spent 1.5 hours on the phone and took the day off of work for absolutely nothing.
I've spent over 4 hours on the phone with Frontier and a day off of work with nothing to show for it. Frontier is a terrible company and their customer service people are nice but have no clue of what's going on. Overall they don't even meet the national standards for connectivity. The highest speed they offer in my area is 12 mbps. Frontier needs to upgrade their infrastructure, improve their customer service and lower their service pricing.
Frontier Communications continuously offered us 500mbs wifi and cable tv services. They never delivered these services only 200mbs. They continuously called and promised services they could not deliver at the time of purchase and cancelation. We subscribed to their fraudulent services for less than thirty days and they charged us $289 for services undelivered. Now they have placed the amount into collections and has negatively impacted my credit. I have email messages from them and a number of recorded messages left on my cellular phone promising these services of which were delayed for months even after terminating service with Frontier Communications. We were never provided services of which we signed up for with this predatory cable service provider.
Thank you for referring the complaint of
Mr. to our office for review. We appreciate Mr. bringing
this matter to our attention.The Complaint states that:Mr. advises he has a billing discrepancy with Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises the appropriate credit was applied to Mr.’s account to honor billing for the days of use as a courtesy.Frontier advises we spoke to Mr. and advised of the balance due after credits and provided an online link to make payment.Frontier spoke with Mr. February 11, 2020 and advised of the above.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Although not the preferred outcome from having to find another Cable Service Provider, spend time with the provider away from work and lastly have to lodge a complaint. It would have been nice to receive a more favorable credit than $84 out of $289. We've found a great alternate Cable TV/WiFi/FiOS provider (Spectrum) and are extremely satisfied with them. My hopes now are to have this negative mark on my credit (-60pts. FICO) completely removed from my credit report. I wish Frontier well in improving their business with their future customers in mind.
Regards
Internet issues that was unresolved after for nearly a month. Was getting no internet service that I reported to customer service on January 19, 2020. Was promised a new router to be expedited to be received on January 22nd, but did not receive it because per customer service rep it was not entered in the system. Since then internet services have been working and not working until tech support was called to my home on Wednesday February 5, 2020. Was assured the problem is fixed. After 2 days internet wasn't working again. Called customer service to report the issue. After issuing me a ticket number (***) I was told they will transfer me to advanced tech support and to give them the ticket number. Instead I was transferred to customer service who then transferred me to advance tech support. Rep told me I didn't have "advanced tech support" on my bill and was told the underlying problem is stemming from their "service" pole outside of my home with a service order to be completed by February 19th. That said, I was told I would have to wait until their services on the "pole" to be complete in order for the internet to be operational again. Therefore, I will not have internet services that I am paying for until then.
Thank you for referring the
complaint of ***
*** to our office for review. We appreciate Ms.
bringing this matter to our attention.The Complaint states that:Ms. would like a refund for
services she has paid for due to unresolved internet issues.Ms. would like her internet
service repaired.Frontier has investigated the above
statements and offers the following response: Frontier records show Ms. reported having connection issues with her internet in January.Frontier issued a repair ticket, however due to unforeseen circumstances, the repair was delayed multiple times.A Frontier technician is scheduled to dispatch on February 13th.Frontier has issued prorated credit to Ms.’s account in the amount of $52.16.This credit covers January 19th through February 13th and will post to Ms.’s account with 48 hours.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of
the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
When I first call Frontier for Internet Services in the transaction process I made it clear that I did not wish to have them send me a Modem/Router box as I had one from their company from previously having services with them. The representative PROMISED that once the Modem/Router was sent I could return it and have a $10 fee removed from the billing each month. Well, I received the Modem/Router box and upon trying to return it, again, I was told that they were going to send out a mailing label and that the $10 monthly charge was going to be taken off. An entire week went by and I never did receive the mailing label. I called again to check upon the label, and I was told that even if the equipment was returned that they cannot removed the $10 monthly charge. I was promised one thing by the representative and then handle another. This business lacks integrity with their customer and is considered a scam. I would like for Frontier to provide the mailing label so that I can ship their equipment that I did not request, and they can remove the $10 monthly charge. I will also request that the refund the 9.99 for shipping and handling as I did not request this service.
Thank you
for referring the complaint of Mr. *** to our office for review. We
appreciate Mr.
*** bringing this matter to our attention.The
Complaint states that:Mr. is disputing a bill for service
from Frontier. Frontier
has investigated the above statements and offers the following response:Our
Frontier Residential Gateway (router) is Frontier equipment provided with every
service order and specifically designed to work with our service. Our
advertising and our residential Internet terms and conditions make clear that
our service includes equipment charges, such as the router charge, and neither
our advertisements nor our terms and conditions provide any exceptions. A
customer may choose to use their own router, but if the customer does, our
router charge continues to apply. Also, we cannot support or repair the
non-Frontier equipmentFrontier
has agreed to issue a courtesy adjustment which includes the shipping and handling
fee on Mr.’s account. Frontier
spoke to Mr. on February 14, 2020 and advised of the above
information. We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr.
has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is partially satisfactory to me. Frontier should conduct additional training with their employees and keep their promises. I accept their resolution with dissatisfaction.
Regards
I moved from Crossville to Murfreesboro in November. On October 31, 2019, I contacted Frontier to stop my Internet service on November 9. As soon as I ended the call with the Frontier rep, my Internet was disconnected. I made several phone calls that night and days later to have my service reestablished. I was put on hold for countless minutes, provided false information, and denied permission to speak with a call center manager. My service was not restored, forcing me to use the computers at ***. After moving, despite having Internet service discontinued on October 31, I received a bill from Frontier for November service. Over the next 3 weeks, I contacted Frontier by phone and Internet chat to resolve the erroneous bill. Again, I was provided false information and denied permission to speak with the billing or complaint departments. I was told the Frontier reps filed a billing dispute on November 12. I was advised by various Frontier call center reps on several separate phone calls I would receive an answer in 3-5 days, then 7-10 days, and finally 30 days. Ultimately, no action was taken, I received 'zero' contact from Frontier, and the $49.31 outstanding bill remains on my account. Earlier this month I sent certified letters to Frontier's billing and HQ addresses to resolve the billing issue. However, both letters were received but no action has been taken. At this point, I am afraid this erroneous bill will negatively effect my credit report. Thank you.
Frontier CommunicationsThank you for referring the
complaint of Robert
*** to our office for review. We appreciate him
bringing this matter to our attention.The Complaint states that:Mr. moved in November 2019. On October 31, 2019 he called Frontier to stop his internet on November 9th. Mr. states as soon as he ended the call his internet was disconnected. Mr. states he made several calls to have the service re-established and his service was not restored.Mr. states despite having internet service disconnected on October 31, 2019 he received a bill for November.Mr. called Frontier and an agent filed a dispute on November 12, 2019.Mr. states no action was taken and the $49.31 outstanding bill remains.Mr. wants the $49.31 bill to be withdrawn and his account closed with Frontier with a zero balance. In addition, any late payment notices sent to credit bureaus as negative mark on my credit report should be retracted. Frontier has investigated the above
statements and offers the following response:Frontier spoke to Mr. on February 13, 2020 and reviewed his bill cycles on the seventh and Mr. requested to disconnect on November 9, 2020.Mr. missed his bill cycle and he was also billed a $9.99 broadband disconnection fee and prorated back for discounts he received ahead of time. Frontier informed Mr. that due to his internet being disconnected in error before his due date Frontier waived his final bill of $49.31.Frontier agent informed Mr. since his account was just credited on February 28, 2020 it takes approximately sixty days for credit report to be updated. Frontier provided coaching where necessary. 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: Kelly
E*** Department: Executive
Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. In their February 28, 2020 email, Frontier advised this issue would take up to 60 days to be corrected on my credit report. Up to this point, the letters I received from Frontier and their collection agency only state the account was "paid in full". These letters do not indicate the collection notice was rescinded or would not be visible on my credit report. So far, this issue has not appeared on my stellar credit report. However, I prefer to wait 60 days (April 28) to ensure this negative action does not occur.
Regards
Frontier CommunicationsThank you for referring the rebuttal
of *** W.
*** to our office for review.
We appreciate him
bringing this matter to our attention.The rebuttal states that:Mr.
*** states prior to addressing his issue and closing his account
Frontier turned his account over to a collection agency. Mr.
*** states on March 2, 2020 he received written notice from a collection
agency, and he contacted Frontier to have the notice revoked. Mr.
*** does not want the notice to show on his credit report and
unnecessarily cause a blemish on his credit score. Mr.
*** is awaiting documentation of the collection revocation before he can
agree this complaint is resolved. Frontier has investigated the above
statements and offers the following response:Frontier spoke to Mr. on March 17, 2020 and advised him that Frontier’s collection department sent an email to the outside collection agency to make sure any negative reporting is/was removed. Frontier spoke to Mr. again on March 31, 2020 and informed him that his account shows a zero balance and has not credit reported. We trust that this information will
assist you in closing this rebuttal. We regret
any inconvenience that Mr. may have experienced as a result of the above
matter.Frontier Specialist: Kelly
E*** Department: Executive
Relations
We live in rural Skagit County Wa, and on January 31 2019 we had a severe rain and wind storm followed by snow, The wind knocked down the telephone and internet lines that provide us with a landline. We called right away and reported the outage. They told us it would take a week to repair the problem and we told them that is not satisfactory that my husband is a heart patient and that we need our service fixed, we were on our cell phone calling them every day for five days trying to get them to get out here faster. All we have is a flip phone cell phone and it doesn't work properly. We fought back and forth with them and they treated us like s
m, Frontier communications is a joke. They don't care about it's customers, the ones who really pay their wages. Before all this happened I found out this company filed for Chapter 13 bankruptcy, go figure. I guess since they are selling out to another company they don't care what the customers think. When they did come out to fix the line they got our line crossed with the neighbor's line so we had their number and we had their's, they had to come out and undo that mess and fix it again. Frontier is the only choice we have here for a landline.
Thank you for referring the
complaint of *** to our office for review. We appreciate Mrs.
bringing this matter to our attention.The Complaint states that:*** Mrs.
*** states that phone and internet services went out on 1/31/2020 due
to inclement weather. Mrs.
contacted customer service to place a trouble ticket and was advised the
soonest available due date was 2/7/2020.Mrs. requested a sooner due date, as her husband has medical
concerns. Frontier has investigated the above
statements and offers the following response:*** Records indicate that the trouble ticket was flagged for a possible due date escalation, however the service restoration was completed as originally scheduled on 2/7/2020.Mrs. was contacted by Frontier on 2/10/2020 to confirm that phone and internet services were working again.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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards