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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Previously Frontier asked that I called yearly prior to my promotion expires to inquire additional promotions for the next year. My Double Play (phone + 50/50 Fios internet) at $65/month was to expire around Jan 21, 2020 so I called Frontier Communications on Jan 7th, 2020 to inquire about new promotions. I was helped by Debbie from customer service and was assured that I am able to continue to lock in my rate ta $65/month for another year, beginning with the new billing cycle on 1/22/2020 and contract will end 2/21/2021. She told me if I hadn't call, my bill would have gone up to $75 + fees, which would amount to more than one hundred dollars (currently I am paying $65 + fees = $96. Ridiculous that fees amount to 50% of the service but Frontier told me that is the way it is). She gave ma a conformation # 39520098. When I received my bill, it was way more expensive than what I previously paid so I called Frontier again on 1/27/2020 and spoke to Sterling from customer retention department. He said the offer looks legitimate but he's not sure why the promotion was not honored in the system. He cleared it through a supervisor and made an adjustment, assured me that $65/month deal will be honored with the next bill, gave me another confirmation number, S-79585908. Today (2/7/2020) I received a letter from Frontier in the mail dated 2/1/2020 that states they are confirming my recent order that "I" requested for Fontier FiOS Double Play at rate of $75/month. I immediately called customer service and answered by Kevonchae, who told me that because I called on 1/7/2020 it was before my promotion was over, therefore they could not give me my promotion. WHAT??? I informed her that was their policy for me to call BEFORE the promotion was over and I had confirmation number for that. She put me on hold and never came back. Somehow another customer service agent, Leroy, picked up the phone without knowing why we were on hold. When I told Leroy that we got a letter stating our monthly fee is at $75/month instead of $65/month that was confirmed by 2 phone calls previously, he stated that he sees $65/month in the computer, doesn't know anything about the letter. I asked to talked to a supervisor to resolve this issue because it's ridiculous that I have to make multiple phone calls for multiple errors from their customer service, Leroy refused to let me talk to anyone else, stating he could handle the issue. I asked if I were to cancel my service with Frontier since it's false advertising on their part, would I be charged for early termination. The answer is yes, I will be fined for early termination. This is a catch 22, I cannot cancel without penalty and they refuse to provide adequate customer service for me to get my issue resolved. I want desperately to cut my ties with Frontier, but seeing so many negative complaints about Frontier, I am afraid that it will be a nightmare that never ends with endless future billings despite end of contract.
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 65+taxes and surcharges but bill is not
reflecting that price.Ms.
states that if she cancels the account due to misquote, she is advised
that there will be an early termination fee.Frontier has investigated the above statements and offers
the following response:Ms. has Phone
and internet service, monthly charges are 75+taxes and surcharges. There
are additional charged on the phone service Ms. has at current
time. I have contacted
Ms. and explained those charges in detail. Ms. has my full contact
info and is welcome to reach me any time if assistance is needed.I have offered to
consider waiving early termination fee if needed. 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
Frontier is charging me for equipment that I return to them using their boxes and labels. They interrupt my internet service due them not receiving the equipment that I have a UPS label showing I shipped it.
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. advises that her internet service was interrupted
because Frontier informed her that their equipment had not been received.Ms. advises that she did return the equipment and has the
U.P.S. receipt as proof of return. Frontier has investigated the above
statements and offers the following response:Frontier advises that were able to track
the equipment, and the unreturned equipment charges have been credited
accordingly in the amount of $460.08.Frontier advises that Ms.’s
service was restored on February 8, 2020.Frontier attempted to contact. Ms.
*** by telephone on February 10, 2020, February 11, 2020, and February 12,
2020, and via email on February 11, 2020, to inform her of the credit. Frontier has not yet received a response from
the customer.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.
Been unable to get a tech out to fix our internet for over 6 months. Trying to get help by phone is nearly impossible but when we do they do not help because they did not update the phone number from the previous residents so it's impossible to prove our identity. So we end up doing tech chat which the session closes out before done trouble shooting. We decided to go with comcast instead and now we are unable to cancel frontier. We called to do this but were in hold for 30 minutes without any music or est call wait time which makes it hard to know if anyone will ever answer. There was no ringing of phone after we initially called. Tried to close online but were told we have to call but then it said they were to busy to take call so we requested a call back which the soonest time we could pick was 6 days away. We then tried again and it gave us a sooner day. Last time we requested a call back nobody called back.there is a payment scheduled to come out in two weeks and I'm afraid there is no way to stop it without paying a bank fee
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 has been unable to get his internet repaired for over 6 months.
• Mr. states he has a new provider and has been unable to reach Frontier to close his account.
• Mr. states he has a pending payment for his Frontier account, and he is concerned that he would be billed a stopped payment fee if he cancels his scheduled auto payment.
Frontier has investigated the above statements and offers the following response:
• Frontier records indicate Mr. had a repair technician to his home on December 9,2019 and the technician was advised Mr. could not wait for the repair since the customer had to leave so Frontier was unable to trouble shoot any service issues.
• Frontier spoke to Mr. on February 10,2020 and placed a disconnect order at his request. Per our terms of service, he will be billed to the end of the bill cycle through March 1, 2020
• Mr. does have a pending payment on his account that is scheduled for auto pay to cover his February charges.
•
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.
Sincerely,
Frontier Executive Customer Relations
Although I was contacted and able to cancel after I submitted this complaint I want to comment about the tech saying we had to leave. That is not the case. He stated he would have to come back the next day to fix the problem because he did not have the equipment needed to do all of it that day. The next day I waited and nobody came by or called and when I tried calling I was transfered to a few people because they could not verify my account since they still had incorrect phone number from the last residents linked to this service and were unable to send a tech out If I did not have that info. I had been able to get that tech before because I spent time getting transferred around until somebody verified my info and was assured the phone number was updated. Unfortunately it was not so we never were able to recieve tech service. Other than that we have recieved a call and account is closed and the auto pay is cancelled. Thank you
Frontier has reviewed the additional concerns and offers the following response• Frontier’s review shows Mr.’s account number has never been associated with any other account since it was established in February 02,2018. The account number is on the monthly billing statement.
Frontier has reviewed these additional remarks and the company’s position has not changed
Sincerely,
Frontier Customer Relations
Frontier is charging a $200 fee for not returning equipment which they picked up from my home. On January 10 I called them about it. They did some research and verified that the set top box is indeed in their possession. I was told a supervisor would remove it for me later that day as they were in a meeting. I called back today February 7, 2020 and was told the claim was denied. They have no clue as to why and would have to redo a claim. My bill reflects past due and they can’t guarantee anything and simply state the accounts payable department will have to fix it with their claim.
Frontier has confirmed that a technician picked up the customer’s Video equipment on 10/26/19. Therefore, a credit of $217.00 has been applied for billing of the Unreturned Equipment charge plus applicable tax as well as a $9.00 credit for the January 28, 2020 late payment fee. The account now reflects a credit balance of $35.00.
Frontier regrets any inconvenience Mr. may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Frontier has been charging me for equipment I didn’t have, at the beginning after my first bill I called to asked why I was paying so much for a box top they said it was the service I was paying for plus the 2 boxes. Flash back to now I call to cancel one box to keep just one and she said what about your other box .I said what other box she preceded to tell me I had been paying for 3 boxes the whole time I had service with them she “gave” me a 6 month credit that’s the limit she can’t do anything about the other months. After they made a mistake and can’t fix it they don’t want to help and they are overcharging millions of people.
Frontier has investigated the above
statements and offers the following response:Frontier advises due to agent error, Ms. was incorrectly billed for a set top box.Frontier has corrected the error and issued appropriate credit to Ms. Lopez’s account for the overbilling.Frontier spoke with Ms. on February 10, 2020 and advised of the above.We trust that this
information will assist you in closing this complaint. We apologize for any inconvenience that Mariela Lopez
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
We were offered a promotion of $100 *** card and Free 1 year *** service if we signed up for the service, so we signed up for the internet service with Frontier. At the time of signing up with confirmed with the representative from the Frontier about the promotional offer. We were told that if we need the requirement of having service for more than 90-days and paying first bill on time then we would qualify for the offer. However, we haven't received a *** card or *** service yet. I reached out to Frontier today via Chat and representative checked and confirmed that I met the requirements She also offered $120 gift card instead of *** service and I accepted option to receive the $120 gift card instead of *** service. After confirming the requirements again, she stated I should have received the letter in the mail by now with the gift card information. I did't receive any letter in the mail so she asked me to call Frontier rewards center (Group O). When I called that number, the representative there said she can't find my account so she transferred me to another number. When I spoke with the representative there, she stated I don't qualify for those promos based on type of the account I have.
Thank you for referring the complaint of
Ms. Mudra
*** to our office for review. We appreciate Ms. for bringing
this matter to our attention.According to the complaint:Ms.
Patel advises that she was offered the $100.00 *** Reward Card and the *** One-Year free subscription promotional offers when she ordered Frontier
service.Frontier has investigated the above statements
and offers the following response: Frontier
may offer promotions on pricing and services to eligible customers at various
times. Customers may contact Frontier
Customer Service at any time to inquire about eligibility for promotions. If eligible, customers must agree to
applicable terms and conditions for a promotion to apply.Per
Frontier’s Terms and Conditions, Frontier advises that the services installed
at Ms.’s location did not qualify for the $100.00 *** Reward Card
promotional offer.Frontier
advises that Ms. has the instructions for redeeming the *** offer.Frontier
spoke to Mr. on February 14, 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.
Let me start by saying that this is the second time I've reported Frontier Communications to the Revdex.com. The first time I went without the internet service I paid for for 2 and a half months and they would not reimburse me for the monthly bill until AFTER I reported them.
My current issue is similar to the first. My internet has been intermittent for a couple weeks where I will disconnect randomly and have to reset my modem to get it back online. On top of this, my speed has been way lower than what I pay for.
I have contacted tech support 3 times in the last few weeks. The first agent told me there was going to be a technician sent out to my location, and he didn't arrive. Thus, I waited at my home for nothing when I had other things to do. However, after the tech showed up my internet seemed to work for about a week or so. The second agent had me go through a few troubleshooting tasks, and after I reset the modem and I could connect again, he told me everything was fixed. The third tech I contacted last night tried pulling the same thing, (telling me that it was all fixed) and I told her that it wasn't and she had me run a speed test, and when it showed that my speed was way off she told me that someone would contact me the next day. Noone did. So I contacted tech support for a 4th time and they finally told me they'd send me another technician out on Wednesday 2/12.
I explained my situation and that I had been trying to get a tech out for a couple weeks now and that I wanted the number of the technician so I could contact him directly, and I also requested that they send one out sooner than 2/12 because I had contacted them multiple times and they would not accommodate either request.
Instead of wasting my time trying to get with their customer service division, I'm just going straight to this because I've been here before and I know the amount of time I have to waste to get them to do anything. And I don't have that amount of time to waste for a service that I PAY FOR.
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. advises that he has been experiencing ongoing internet
connectivity issues and would like the service to be repaired.Mr. advises that a credit needs to be issued to his account
because of the problems that he has been having with the service.Frontier has investigated the above
statements and offers the following response:Frontier advises that Mr. reported the most recent trouble with his internet service on February 7, 2020. The technician came out on February 11,
2020 and discovered a problem related to the outside cable. The service was then repaired on that same
date.Frontier advises that their records show
that Mr. previously reported issues with his services in December 2019
and May 2019, for which repair tickets had been set up.Frontier advises that a credit was
issued to Mr.’ account based on the number of days that each trouble
ticket was open. The credit will be reflected on the February 26, 2020 billing statement.Frontier attempted to reach Mr. by telephone on February 10, 2020, February 11, 2020, and February 13, 2020,
and via email on February 11, 2020. Frontier has not received a response from the customer. 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.
1. Their internet is so slow and only works 2 out of 7 days of the week.
2. They keep raising their fees even though their speed never increases.
3. Customer service tells you they are going to fix any issue you have, but they never do.
4. I’ve been trying to cancel my account for the last 3 months and they keep going in a circle why it wasn’t cancelled and they keep billing us. Asked to speak to a manager and the rep informs me that he can’t do anything?
Frontier has investigated the above
statements and offers the following response:Frontier advises on November 13, 2019 Ms. requested to disconnect all Frontier services, due to agent error the accounts were not disconnected.Frontier confirms the error was corrected and Frontier has disconnected all services and issued appropriate credit to Ms.’ account.Frontier advises the final billing will cycle February 19, 2020 and will reflect the credits issued.Frontier’s refund policy is to issue a prepaid *** via ***; refund will process 90 days from the final billing.Frontier attempted to reach Ms. to advise of the above but was unsuccessful. Frontier did leave a message for Ms. that included direct contact information.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Jessica ***
has experienced as a result of the above matter.
Have not received service since October 2019 and called customer service many time to inform them of no service and would like it fixed and they finally sent someone out we had service for about 2 weeks then nothing again so called to tell them that we were not getting internet again and they said they would credit are account and fix problem after about a week with still no service called to close account and told them we are not paying for service we never got they said they would credit are account buy then we got a bill for more and never closed are account and say we owe this godly amount and won't close are account and still charging us. So we are kind of lost don't know what else to do
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms. states that he has not had working
service since October 2019. Frontier has investigated the above statements and offers the
following response:Frontier advises that Ms.
*** has an Internet only account. Frontier advises that
Ms. reported Internet trouble on November 9, 2019. Frontier advises
that on November 11, 2019 Frontier changed Ms.’s port and confirmed
working service. Frontier advises that
Ms. did not establish any other repair tickets after November 2019.Frontier advises that
Ms. has Internet usage from November 2019 to January 2020. Frontier advises that
Ms.’s Internet service was suspended on January 9, 2020 and the account
was completely disconnected on February 7, 2020 due to non-payment. Frontier advises that
there will not be any adjustments applied. Frontier spoke to Ms.
*** on February 10, 2020 and explained the information above. 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 will not pay for a service we did not have and my husband called numerous times I guess we will be pulling my husband phone records and taking them to court. why would we add data onto our cellular phone plans and pay for that if we could use our wifi at home I had to hotspot off of my phone just to use Netflix and Our Xbox so they are totally wrong and everyone in our community has had issues with this company. 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
Thank you for referring the complaint of Ms.
to our office for review. We appreciate Ms. bringing this matter to our attention.The Rebuttal states that:Ms. states that she has not had working service since October 2019. Frontier has investigated the above statements and offers the
following response:Frontier advises that Ms. has an Internet only account. Frontier advises that Ms. reported Internet trouble on November 9, 2019. Frontier advises that on November 11, 2019 Frontier changed Ms.’s port and confirmed working service. Frontier advises that Ms. did not establish any other repair tickets after November 2019.Frontier advises that Ms. has Internet usage from November 2019 to January 2020. Frontier advises that Ms.’s Internet service was suspended on January 9, 2020 and the account was completely disconnected on February 7, 2020 due to nonpayment. Frontier advises that there will not be any adjustments applied. Frontier spoke to Ms. on February 10, 2020 and explained the information above.Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may
have experienced as a result of the above matter.
I had Frontier for about 10 years for my phone and internet. Back in March of 2019 my phone stopped working. I called to ask to have it fixed. They scheduled a day and time to come out, but they didn't show up or call. Called back, customer service acts confused every time and tells me they don't understand what happened. Make another date to come. They don't show or call again. Third time same thing. My wife is furious. I call them and tell them I want it fixed ASAP and I want to be credited. This is a month later. Phone still not working. It takes numerous calls and when the person finally came out he said he fixed it and left. I get home from work 4 hours later, still not working (no dial tone). So in September I decide to call them again. Now understand I work all day and usually work late. They are not available when I get off of work, plus every time I call them it takes 2 hours of being bounced from different people. Tech comes out and says they basically cant fix the phone line because of a upgrading issue. So I call them and say I just want my phone service cancelled and to be reimbursed for the months of no service. They tell me that they can only credit me for 3 months. I look at my next bill and they are still charging me but this time for all kinds of crazy weird billing. Finally in December I cancelled them because I can't take the horrible service. Now they want me to pay another $100+ when I told them I never got credit for my phone not working, and I wasn't going to pay all those charges for a phone that never worked. They were rude to me and then after I told them I was cancelling then they would be willing to lower my rates. I told them it was too late for that.
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.
*** would like credit for $104.46 due to his phone service not working for
months.Frontier
missed multiple appointments to repair the phone service and he has since
canceled his service.Frontier
has investigated the above statements and offers the following response:Due to workload, Frontier missed multiple appointments
to repair Mr.’s service.Frontier has issued credit for $104.46 to Mr.
***’s account and he will receive a closing statement within 30 days reflecting
a zero balance. 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 was sent to collections, found out when working to refinance my house. *** is who is working on this on Frontiers behalf. When I called Frontier, they confirmed the address where service was delivered was ***. I have not lived in that house for more than 15 years. I do not have Frontier service, nor do I have an affiliation with anyone living at that address today.
I was told that I would be sent a fraud packet 1 month ago, still nothing. *** tells me they can not help until Frontier agrees. I am getting pushed around and I have nothing to do with this. For the money, my time is worth more than this. I feel like finding a lawyer to sue for lost time.
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 was sent to ***, a collections agency, on behalf of Frontier Communications. Mr. advises he has not lived at the home for over 15 yrs and is not affiliated with anyone currently living at his former home.Mr. has made several attempts to resolve the account and has been unsuccessful. Frontier has investigated the above statements
and offers the following response: Frontier was able to locate the account Mr. has disputed ending in 1473. Frontier has determined Mr. ported his Frontier phone on April 2, 2002 which disconnected his Frontier account. Due to a system error in 2013, a non-published listing fee was added which reactivated monthly billing. Frontier has applied a total of $514.83 credit to bring account to $0.00 balance. The outside collection agency has been notified of the correction and they will notify the credit bureaus of the error.We trust that this information will assist you in
closing this complaint. We apologize for any inconvenience that Mr. may
have experienced as a result of the above matter.
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. There system error created a months worth of phobbe calls and stress. The business practice o f collection agency as step one is still frustrating. I am glad it is over. It would be nice if there was dom e compensation or at l east an ssppology
Regards
No call no shows. Horrible customer service. Been without service over a week. No one will help.
This is the worst company ever. Our internet never worked so I cancelled our service. They continued to bill me through automatic payments from my bank. I didn't cash the first one but told my bank not to let the second one go through. Now they sent it to collections plus a $10.00 returned check charge. Customer service is useless, I have spent countless hours on the phone with them trying to get better internet, then trying to cancel. They are so terrible I am calling the attorney general it's fraud, They don't provide a service so when you finally cancel they keep charging you. What is up with this company how do they get away with it? Don't ever use them, ever. We don't have internet now and I don't even care.
If anything goes wrong with your billing or service and you attempt to contact customer services, they will bounce you around dozens of reps, nobody will resolve your problem and they will ask you to provide all your details and re-explain your issues each and every time. They have done this with me for overcharging me 4x in one month and I've never had a refund, and now I'm without service and they've failed to send a tech to my home despite booking appointments. This is all just to frustrate you into giving up, so they can keep taking your money. Such a shame since their pricing and quality of service is great, but their customer service is absolutely m
nic.
The internet in my rental property has been out for over a week. When I call customer service they either re-route my call to no one, or I get disconnected. I have called multiple times and their customer service will not rectify the situation. However, they are diligent about charging my credit card $ 115 EVERY SINGLE MONTH. This is a fraud and their actions are criminal. As this is my business and renters expect the internet.
Thank you
for referring the complaint of *** to our office for review. We appreciate
bringing this matter to our attention.The
Complaint states that:Internet services not working.Frontier
has investigated the above statements and offers the following responseSpoke with Mrs. today acknowledging her concerns. When speaking with her, she mentioned that she ordered new services as a business account and wanted to finalize the residential account.Placed order to disconnect; which is scheduled for February 7, 2020.We trust
that this information will assist you in closing this complaint. We apologize
for any inconvenience that Mrs. has experienced because of the above
matter.
I bundled services with Frontier after having years with *** and *** internet. Never an issue with *** Internet. I have a solar system which relies on the connection to send system info to Edison and others. 10 days after install, the solar system loses contact and needs a reboot. The *** guys say they'll do it one time free, next time it's $250. 32 days after the first issue, it happens again. Not free. I contact Frontier and get ZERO traction. So I cancel the internet and port the phone back to ***. I keep the picture portion of the bundle but will not accept an additional $250 charge because of faulty service. THEY CANCEL my service completely then bill me $322. I feel I owe $45. I feel they owe me the $250 for the second Reboot. Keep in mind I had no issues prior or subsequently after while being with *** Internet. I am now in collection, my credit has been affected. First time in 40years!! I have lost over 25 hours of my life trying to resolve this issue. They refuse to even try. I consider this Corporate Bullying and would LOVE to get a giant lawsuit started. I'm obviously not alone.
Thank you for referring the
complaint of James
*** to our office for review. We appreciate *** bringing this matter to our attention.The Complaint states that:I bundled services with Frontier after having years with *** and *** internet. Never an issue with *** Internet. I have a solar system which relies on the connection to send system info to Edison and others. 10 days after install, the solar system loses contact and needs a reboot. The *** guys say theyll do it one time free, next time its $250. 32 days after the first issue, it happens again. Not free. I contact Frontier and get ZERO traction. So I cancel the internet and port the phone back to ***. I keep the picture portion of the bundle but will not accept an additional $250 charge because of faulty service. THEY CANCEL my service completely then bill me $322. I feel I owe $45. I feel they owe me the $250 for the second Reboot. Keep in mind I had no issues prior or subsequently after while being with *** Internet. I am now in collection, my credit has been affected. First time in 40years!! I have lost over 25 hours of my life trying to resolve this issue. They refuse to even try. I consider this Corporate Bullying and would LOVE to get a giant lawsuit started. Im obviously not alone.Frontier has investigated the above
statements and offers the following response:Frontier states that after review of Mr.’s account, a request was submitted for the remainder of the balance on Mr.’s account to be credited. Frontier states that the credit was approved and the collection agency was notified of the update to Mr.’s account.Frontier has contacted Mr. and advised him of the credit and that it could take 6 weeks for the collection agency to update their records. Frontier states that a credit of $200.00 was placed and approved on 2/14/2020.We regret any inconvenience that Mr.
*** may have experienced as a result of the above matter.”
On 1/20/20, I was on Frontier's website, and it said order online now, and you will receive a $100 gift card. I signed up online, but when it would get to the credit check, the page would freeze, and would say that's okay, you can still call. I tried this numerous times, about 10 times, and then decided to call, assuming the $100 was still on the table, giving that I did sign up online and that it was their technical problem. I signed up over the phone, which wasn't a great experience, and this whole process lasted from 7:00PM to 8:40PM, all just for internet service.
My service was scheduled to be installed on the 25th of January, and it was. I was told the bill would be due on the end of the month. Right now, my internet hasn't been working since 2/5/20, they aren't fixing it until 2/10/20. So, basically I'm being charged a month's bill for about 2 weeks of service, after being scammed out of $100. My bill says I owe $124 and it's due on the 2/18/20, how is that possible when it was installed on 1/25/20?
The only reason I agreed to this deal to begin with, was due to the $100 gift card, and after wasting so much time trying to signup, I needed to get service for my family fast.
Thank you for referring the
complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.The Complaint states that:Mr. states that he attempted sign-up for Frontier Internet online after seeing a special offer for a $100.00 gift card. Mr. states that he is experiencing an Internet outage since February 5, 2020. Mr. is requesting that Frontier complete all needed repairs to restore properly working Internet service.Frontier has investigated the above
statements and offers the following response:Frontier records show that Mr. contacted Frontier on January 20, 2020 and requested to have Internet services installed. The installation was completed on January 25, 2020. Frontier records show that Mr.’s location only qualified for up to 6 Mbps. of Internet speed. Frontier advised that the $100.00 gift cards are issued when a customer subscribed to qualifying Frontier service. However, a stand-alone, 6 Mbps. Internet service does not qualify for the $100.00 gift card. Frontier reviewed the call for the initial installation and determined that the above information was clearly explained to Mr.. Mr. agreed to accept the installation despite not qualifying for the $100.00 gift card. Frontier records show that Mr. contacted Frontier on February 6, 2020 to advise the he was experiencing an Internet service outage. A repair ticket was issued the same day and was scheduled for February 10, 2020. Frontier records show that on February 10, 2020, Mr.’s repair ticket was rescheduled for February 12, 2020. Frontier records show that on February 11, 2020 Mr. contacted Frontier and requested to disconnect his Frontier account. A disconnect order was issued the same day and completed the same day. Frontier records show that Mr.’s repair ticket was cancelled on February 12, 2020 due to the disconnection of the Frontier services. Frontier has issued out of service credits from February 6, 2020 through February 11, 2020. We regret any inconvenience that *** 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***This is an unacceptable resolution, and quite frankly, it's insulting. 1. The internet was never working right from day one. It couldn't even handle basic streaming, and there are only 2 users. I had 5mbps previously, and it worked better than that with 4 users. Clearly, I was given poor service, that did not perform as expected. Furthermore, the fact that there was an outage 11 days in, is very alarming.
2. The internet was supposed to be fixed on the 10th, then they said a tech would be there on the 11th, but again a no-show. They even lied about a tech working on the internet from the outside. Of course we didn't to cancel, because they clearly can't be trusted.3. When I was trying to sign-up online, I requested a higher speed, but 6mpbs is all it would offer me. I spent about a hour trying to sign-up, but the website wouldn't allow me to finish it. The offer clearly said you receive it by signing-up online. It's pretty reasonable to suspect, that they have their website rigged, and push the 6mpbs for small families, to disqualify people from the $100 gift card; while also benefiting from the false offer.
4. I only agreed to this deal, because I had already wasted all of time dealing with them, and my family needed internet fast. Unfortunately, we got burned, and my sister has needed to do her homework assignments elsewhere, because Frontier wants to play games.
Frontier has left my family with no internet, wasted hours of my time (I charge $20 a hour), and is charging me a $84 installation fee, for something that never worked properly. The most suitable resolution would be eliminating my installation fee, awarding me a $100 gift (for my time), and waiving the monthly charge. However, I'll be nice and request that they simply waive the installation fee and monthly charge, and I don't sue them (which I would of course win), and charge them legal fees.
Thank you for referring the
complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.The Complaint states that:Mr.’s rebuttal states that he is requesting to have the full month of billed Internet charges be credited along with the $75.00 Installation fee. Mr. states that he attempted sign-up for Frontier Internet online after seeing a special offer for a $100.00 gift card. Mr. states that he is experiencing an Internet outage since February 5, 2020. Mr. is requesting that Frontier complete all needed repairs to restore properly working Internet service.Frontier has investigated the above
statements and offers the following response:Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.Frontier advises that service outages can be due to many factors. Some outages affect multiple locations and others 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 time out of service. Frontier records show that Mr. contacted Frontier on January 20, 2020 and requested to have Internet services installed. The installation was completed on January 25, 2020. Frontier records show that Mr.’s location only qualified for up to 6 Mbps. of Internet speed. Frontier advised that the $100.00 gift cards are issued when a customer subscribed to qualifying Frontier service. However, a stand-alone, 6 Mbps. Internet service does not qualify for the $100.00 gift card. Frontier reviewed the call for the initial installation and determined that the above information was clearly explained to Mr.. Mr. agreed to accept the installation despite not qualifying for the $100.00 gift card. Frontier records show that Mr. contacted Frontier on February 6, 2020 to advise the he was experiencing an Internet service outage. A repair ticket was issued the same day and was scheduled for February 10, 2020. Frontier records show that on February 10, 2020, Mr.’s repair ticket was rescheduled for February 12, 2020. Frontier records show that on February 11, 2020 Mr. contacted Frontier and requested to disconnect his Frontier account. A disconnect order was issued the same day and completed the same day. Frontier records show that Mr.’s repair ticket was cancelled on February 12, 2020 due to the disconnection of the Frontier services. Frontier has issued out of service credits from February 6, 2020 through February 11, 2020. We regret any inconvenience that *** may have experienced as a result of the above matter.
I had problems with frontier since day one of service. Every time they would come out they would charge me $75. for a repair because of not getting the service they promised me. I even upgrade my service so that I could get better service and still only got around half of speed promised they also mistakenly double billed me and still I didn't get everything they promised . Now after I cancelled service they are trying to still charge me for services they couldn't deliver and charge me for repair when they didn't eben fix the problem. I got speeds while they were there and an hour after they left the speed dropped by half. It's like they purposely did something to ensure charging me another $75. to come back out.
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 service
from Frontier.Frontier
has investigated the above statements and offers the following response:Frontier
completed an audit of Ms.’s account. Frontier found Ms. was due credit
for time out of service and has issued all applicable credits.Frontier
spoke with Mr. 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.
I made a request with Frontier Communications back in October 2019 to change my address and to set up new internet connection services to a new address. Originally, when asking for a quote, I was told the process was simple and wouldn't incur any additional fees. Then, when I went to book the change, I was told I would need to set up new account services but I would retain my current account number but to set up account services Frontier would need to charge me an additional service charge of $75 over the course of 3 months. In return for this inconvenience, Frontier had offered me a promotion of free *** services for a year. I accepted this offer as it was my only choice when moving from my old location to the new. When I followed up on this promotion, after the new account services were activated, I was told that it would take an additional 3 months for the promotion to kick in and that I would receive a code in an email. After 3 months had passed, I did not receive an email so I made another call to Frontier. At that time I learned that Frontier had indeed opened another account with a different account number and was still billing me for the previously held account. In essence, I was being double-billed. Once I requested that they reverse those charges and close the account, I proceeded to pay off the correct account. I asked about the promotion and was told, since I was late on my payments, I may no longer be eligible. After speaking with their representative on January 17th, 2020, I was finally told they had run out of promotion codes and when they get new ones I would receive an email within 7-10 days. I called again on February 1st, 2020 after not receiving the promotional code and was transferred repeatedly between Frontier Communications and a new company ***. I was told they were undergoing some sort of internal change and I would need to take up all my complaints with this new company but that my bills would still come from Frontier.com. When I asked for a direct line to ***, I was sent to a number that requested answers to a survey aimed at social security and senior income in exchange for a promotion. I was never able to get ahold of a *** agent directly. I later confirmed this with a customer service representative on February 1st, 2020 who told me I would need to get ahold of their promotions department to deal with the promotional code from *** and Frontier. This representative also informed me that I was not to be redirected to ***, that was not their protocol, even though it had happened (supposedly) twice earlier that day. When I followed up with the promotions department, I was told I needed to speak to customer service directly and ask for an "offline agent". At that point, I called customer service and followed the instructions given to me by the promotions department. I was unable to speak with an "offline agent" or a supervisor that could help. After each agent reassured me that I would receive the promotional code, that it was in their notes for my account, I asked for written documentation to be sent to the email address they had on file. I was told no one in customer service has access to directly email anything out to me so the only verification I could get would be verbal. I didn't find this acceptable because I had already received verbal verification of at least two different dates and had nothing to show for it.
Thank you for
referring the complaint of Isaiah *** to our office for review. We
appreciate him bringing this matter to our attention.The Complaint states
that:Mr. states contacted
Frontier in October of 2019 to move his services to a new address. Mr. states he was
offered a new promotion for free *** to make up for charging an
installation fee of $75 that he states initially he was not advised of. Mr. states after the
advised 3 months after moving service he did not receive any information
regarding the *** promotion.Mr. states he contacted
Frontier regarding this issue and was advised that he had duplicate
accounts and was being double billed, and that he was no longer eligible
for the promotion due to payment history. Mr. requests that
Frontier honor the promotion offered and remove any balances on any
‘inactive’ accounts and that we close all ‘inactive’ accounts in addition
to compensation for time spent on the phone with Frontier.Frontier has
investigated the above statements and offers the following response:Frontier records do indicate
the only active account for Mr. is the ending
in *** account. The prior account ending
in *** was disconnected 11/20/19 and has no balance. Mr. was
credited for double billing on 11/19/19.Frontier records show that Mr.
*** did get new services as of 10/09/19 and was offered the Amazon
*** promotion. Frontier does not have the
ability to provide Mr. with any *** subscription currently.
In its place Frontier has issued a credit to Mr. Johnson’s account. This
credit will reflect on the bill dated 3/09/2020. We trust that this
information will assist you in closing this complaint. We apologize for
any inconvenience that Mr. has experienced as a result of the above
matter.
We paid for internet and home phone on January 29, 2020. Installation date was set for January 31, 2020, and they had an excuse that the clerk I spoke to accidently deleted our appointment for the installation and they rescheduled for February 4, 2020. They failed to show and said again that we did not answer their phone call and again rescheduled. This time they rescheduled for February 6, 2020, which is today, and now have given us the excuse that there are service issues in the area, yet our landlord's internet is working just fine. My wife goes to *** University online and had a 98% in her math systems class and her final exam was due on February 3, 2020, this has now affected her online classes and will ultimately affect her attendance. I am asking that they rectify this situation as soon as possible. They were made aware of this on January 29, 2020, when I called in and paid for the install. What kind of communications company is this to do this to their customers? Being the only game in town for internet is their advantage and that's just wrong.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr.
*** advises that when he signed up for Frontier’s phone and Internet
service, the date for installation was January 31, 2020. Frontier did not
meet the scheduled appointment. Mr.
*** advises that as of February6, 2020 Frontier has rescheduled again
and he still does not have service. Frontier has investigated the above
statements and offers the following response:Frontier advises that Mr. contacted Frontier on January 31, 2020 and requested telephone and Internet service. An order was processed and due dated for February 4, 2020. Frontier changed the due date on the order to February 6, 2020 due to Internet service not available at the customer’s location yet.Frontier advises that on February 11, 2020 the service was installed. Frontier advises that we spoke to Mr. on February 12, 2020 and the Internet was working, but the telephone was not. Frontier entered a repair ticket and the telephone service was confirmed working as of February 13, 2020.Frontier issued a credit of $56.41 which will appear on the customer’s March bill.Frontier spoke to Mr. today and confirmed the services working.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.