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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Placed phoned in order for internet service upgrade on 02/03/2020.
I asked the person repeatedly to make certain the service would be up gradable.
After staying on the line with the person while she checked and after being on hold and even restarted her computer, then staying on the line with her while she confirmed the great news that it was "up gradable",
Was given an appointment of 02/06/2020 between the hours of 8:00 am and 12:00 pm. .
I received a text message immediately, at 4:51 pm 02/03/2020 asking me to confirm the appointment.
I did confirm the appointment via text message as directed, at 5:57 pm 02/03/2020.
I received a text back immediately, thanking me for confirming.
Being told Someone 18 years of age or older would be required to be there.
I made arrangements to be there.
Thursday 02/06/2020 8:09 am I received an text. FRONTEIR, "one of our technicians has been dispatched for your appointment. They will contact you if necessary and we will update you as work begins".
I texted back immediately "confirm".
I received a text back immediately. " Thank you for confirming your appointment".
At 9:02 am 02/06/2020 I received a text saying " Reminder - your appointment is on 02/06/2020 08:00am - 9:00am.
as a reminder, someone 18 or over will need to be present. Need to reschedule? Reply 'CHANGE' To cancel your order, Reply 'CANCEL' ".
I replied, " How you gonna text me at 9:02 that my appointment is between 8 and 9"
I received a text back saying " We apologize, this ticket is scheduled time between 8am and 12pm. The tech is en route, thank you."
10:46 02/06/2020 I get a text saying " Thank you for your order! For reference, your order number is 42193997. Your scheduled appointment is on 02/06/2020 08:00am - 12.00pm. As a reminder someone 18 or over will need to be present.
Reply 'CONFIRM' to confirm your appointment. Need to reschedule? Reply 'CHANGE' To cancel your order, Reply 'CANCEL' ".
I replied immediately," confirm".
Frontier replied," thank you for confirming your appointment."
12:01pm 02/06/2020 I texted " Have not heard a word from your tech. Please advise.
12:07pm 02/06/2020 I texted " please advise".
Frontier replied, " the tech is still working on this repair, thank you"
12:18pm 02/06/2020 I texted, " I was told I need to be here so the tech could change out the old router for the upgrade to 45mbs service, this is not a repair it is an upgrade. please advise.
12:23pm 02/06/2020 I texted, " I will be asking for a review of texts and recordings and bill adjustments for my inconvenience , I have kept my end of the deal. expecting a response please.
I never heard from them again, after repeated attempts at,
12:29 pm
1:10 pm
1:24 pm
2:52 pm
called them at 1:46 pm was on the phone for 48 mins. nothing but the run around, would not escalate the call.
no satisfaction, I had to ask the person to stop yelling at me and treating me badly.
this is not the first time I have gone through this with frontier comm.
records will show a long history of abuse from them.
They also charge me for a 6mbs service that I have never received and wasn't even available to my address.
what I receive is there bottom tier service of up to 3mbs, that I also have never achieved.
My complaint is, FRONTIER is notorious for NO SHOW / NO CALL / PUT ON HOLD AND NEVER COME BACK TO THE CALL. and then treat the consumer like trash when they call in to complain about being treated like trash. Instead of trying to help, they go into cover mode.
never showed up.
Thank you
for referring the complaint of Luke *** to our office for review. We appreciate
Mr.
bringing this matter to our attention.The
Complaint states that:Mr. advises he has had frequent
trouble with Frontier internet service as well as customer service.Mr. advises of a missed appointment to
install his service. Frontier
has investigated the above statements and offers the following response:Frontier apologizes to Mr.
*** for his customer service experience. Frontier is working on
opportunities to alleviate customer frustration related to customer
support and technical service. Frontier apologizes for the missed commitments
experienced by Mr.. Frontier
has provided a missed commitment credit to Mr.’s account.Frontier
spoke with Mr. on March 18, 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.
I have found that said frontier communication is fraudly deceiving customers in billing ..over late charges not giving account of charges monthly charge high late fee $9.00 there whole system is geared to get people to pay on line. not sending out mailings address statement were as the customer fall behind and is heavily charged repeatedly impossible to contact person to person. all automated takes a lot of time patience I have stated in the past mail statements only..was not receiving statements , billing online tacking up late charges my bills were always paid on time previous but I cant stand being gauged with no account my internet was down for two months so did not get to see online statement which I do not refer to inaccurate monthly account only dollar figures talk to representative is only doing there job ?..
Frontier
CommunicationsThank you for referring the complaint of *** to our office for review.
We appreciate *** bringing this matter to our attention.The Complaint states that: I have found that said
frontier communication is fraudly deceiving customers in billing ..over late
charges not giving account of charges monthly charge high late fee $9.00 there
whole system is geared to get people to pay on line. not sending out mailings
address statement were as the customer fall behind and is heavily charged repeatedly
impossible to contact person to person. all automated takes a lot of time
patience I have stated in the past mail statements only..was not receiving
statements , billing online tacking up late charges my bills were always paid
on time previous but I cant stand being gauged with no account my internet was
down for two months so did not get to see online statement which I do not refer
to inaccurate monthly account only dollar figures talk to representative is
only doing there job ?..Requested Resolution:Billing AdjustmentI would like the extra acumulative charges removed as of today
$41.17 I will pay my monthly bill only statement only to be sent to my home
address so I account them no penalties ... Frontier has investigated
the above statements and offers the following response:Frontier has attempted to
contact *** but has been unsuccessful.Frontier states, *** has been advised in his previous contact with Frontier customer
service chat, many options to paying his bill but *** insists
on using PayPal which Frontier does not participate in.Frontier states ***
has been offered many convenient options for paying his bill on time to avoid
late charges.Frontier advises, *** has signed up for online bill pay which affords the Frontier
customer the ability to receive their monthly statement on line and the
ability to pay the bill through many convenient avenues.Frontier has reviewed ***’s account and states payment’s have not been received for
November 2019 and December 2019. Payment received late for overdue charges
incurred late fees. Payment was less than billed amount of $235.77.
Frontier received $136.36 leaving a balance at that time of $99.41 and the
January statement combined with this overdue balance brought Paul
***’s balance owed to Frontier $177.35 as of the January 25, 2020 statement.
Frontier states ***’s
bill cycle date is the 25th of the month and has been billed for his
services $47.17 per month plus applicable taxes, surcharges and late fees
correctly.Frontier also states late fees
applied are correct and no adjustment is due on ***’s account.Frontier states there are no
trouble tickets or calls from *** on record reflecting any
outage or service issues. We trust that this
information will assist you in closing this complaint. We regret any
inconvenience that *** may have experienced as a result of the above matter.Frontier Specialist: Angela
G***
Department: Consumer Relations
On November 22, 2020 I transferred my internet service from one home to a new location where I was only supposed to be getting a transferred account. When the Tech had finished the set up of my transfer he informed me that Frontier was actually setting it up as a new account and that I would be charged $45 for a new credit check and then a $75 tech support fee. (I had made my monthly payment of $55.77 on November 21st for my old account that was supposed to just be transferred). I called and spoke to Frontier customer service and they assured me that they would credit my new account the payment of $55.77, refund me the $45 credit check and cancel the $75 tech support new account fee. Long story short on December 13th my internet went out and Frontier informed me that they would not be able to get a Tech to my house for a month, but in the mean time I would still have to be paying my month charge. I told them to cancel my account and I'd be going elsewhere for internet service. I recieved an email stating that my account would be closed effective December 16th, 2019. In mid January 2020 I recieved 2 bills in the mail one for both my old "transfered" account and this new account charging me for the month of December 23rd-Jan 22, 2020. After calling Frontier a total of 17 times They have yet to cancel both accounts and credit me back any money that I was charged and paid prior to the December 16th Cancellation. I never should have been charged a $45 new account credit check when I already had an account, I never should have been charged the $75 new account Tech support service fee and I shouldn't have been charged any other monthly payments past December 16th, 2019. They are telling me that I owe $108 for one account and $54.77 on another and turning me into creditors.
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 a new account was opened when she moved to a new address, she
was charged credit check fee of $45.00 and install fee of $75.00.Ms.
*** states that she made a 55.77 payment on her old account on Nov 21st.Ms. sates
that she cancelled her new account on Dec16th as due date for repair
ticket was too far out.Ms. wants
Frontier to credit $45.00 for credit check, $75.00 for install fee and
states that she should not be charged after Dec 16th.Frontier has investigated the above statements and offers
the following response:Ms. had two
accounts with Frontier, both accounts has been cancelled. Install fee of
$75.00 has been credited.Payment made on
Nov 21st was for the billing period of 10/27/19 to 11/26/18.
Ms. moved to new address on 11/22/19, cancelled the account on
12/16/19. Ms. did not make any payment on the new account for
services rendered. A full month’s payment should have been made from
11/22/19 to 12/21/19 as Frontier does not prorate monthly charges.I will zero out
the remaining balance on Ms.’s new account as a courtesy.Frontier does not
charge for credit checks, Ms. was not charged for credit check,
there are no further credits due on Ms.’s accounts. 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’ve had nothing but trouble with frontier from day 1. I had issues multiple times in the past and finally got them resolved and signed up for service again and now wish I never had. They told me I wouldn’t have to pay an installation fee or equipment fee but I was charged $85 for that and then when the tech was supposed to install he called me and had me hook my old equipment up instead of bringing me new and pushed internet thru from his van, never hooked anything up for me in my home. I’ve been waiting 4 months to have those charges reimbursed. After calling multiple times they told me I can’t use the old box and ended up sending me a new box, but it was the wrong box and went without internet for over 6 weeks because of this. Finally have service fixed and now receive a letter saying I need to pay $9.64 to keep my services active. I made a payment of $10 and my services were still disconnected. I’ve tried calling and giving them the details of this letter and get told I’m wrong.
Thank you for referring the complaint of Ms.
to our office for review. We appreciate Ms.
bringing this matter to our attention.The Complaint states that:Ms. is disputing the $75.00 installation fee. Ms. states that she was without Internet service for over six weeks and is requesting an adjustment.Ms. states that she received a letter advising that she needed to pay $9.64 to have her service remain active, however her services were disconnected. Frontier has investigated the above statements and offers the
following response:Frontier advises that Ms. activated Frontier Simply Internet 12 Mbps service on August 17, 2019.Frontier reviewed the call conversation from the installation and determined that Ms. did agree to the three installments of $25.00 for the installation fee. Frontier advises that an adjustment of $75.00 will not be provided for the installation fee.Frontier advises that Ms.’s October 18, 2019 billing statement indicated a bill message of “You must pay a minimum of $9.64 by your due date to avoid disconnection of your Local Service. All other charges should be paid by your due date to keep your account current.” Frontier advises that this bill message is for customers who have landline services and did not apply to Ms.’s products. Frontier advises that Ms. had a repair ticket established on December 19, 2019 for Internet issues. Frontier replaced a bad modem on December 21, 2019. Frontier determined after reviewing Internet usage that Ms. did not have working Internet from October 30, 2019 to December 21, 2019. Frontier provided an adjustment of $78.00 for the service issues.Frontier advises that Ms. was sent a Collection Notice on January 20, 2020 advising that her past due of $211.72 needed to be paid by February 4, 2020 or her account would be temporarily disconnected. Frontier advises that Ms. only paid $10.00 on February 4, 2020 and her services were temporarily disconnected on February 5, 2020.Frontier advises that Ms. has a remaining balance of $179.06 with a past due amount of $123.72 that would need to be paid to reconnect her services. Frontier spoke to Ms. 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.
I signed up for Frontier DSL internet on February 3rd, a promised internet speed of 20 mbps download and 2 mbps upload. However 3 days into the server and I am only getting a download speed of 11 mbps and an upload speed of 0.6 mbps.
This is far below the promised speed for which I pay for.
I attempted to contact technical support, and it was a waste of an hour of my time. The operator had a very thick accept which I could only understand 30% of what they were telling me.
They ran tests (and blamed me for the issues), and then asked me if I needed anything else. I told them that the issue isn't resolved, the speed is still lower than what I paid for, and asked if a technician is needed to come out to fix this.
They then informed me I would be charged for a technician to come out and troubleshoot the problem. This seems ridiculous, as the problem has nothing to do with me, it's the ISP not providing the speeds I paid for.
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 has
been experiencing intermittent speed and connectivity issues with his Internet
service from Frontier.Frontier has investigated the above statements and offers
the followingresponse:Frontier also advises that actual Internet speeds and the ability to access various Internet services will vary as a result of factors including, but not limited to, the quality of Wi-Fi connection, multiple users or devices on the same connection, distance from Frontier facilities, and the performance or limitations of customer wiring and customer-owned equipment. Additional information is available to customers at https://frontier.com/corporate/internet-disclosures.Frontier advises our records indicate the service issue was resolved on February 11, 2020.Frontier advises our records indicate Frontier spoke to *** and confirmed the service issue has been resolved on February 12, 2020.Frontier advises our records indicate the appropriate time out of service adjustment has been applied to the account. Frontier advises *** has direct contact information for 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.
In August, 2019 I called to report Frontier to troubleshoot our internet as it was down. After working with a customer service agent it was determined by said agent that the fix would necessitate a new modem. The Frontier agent said they would mail a new device to us and we would expect it to arrive in 7-10 business days. As a result of frequent internet outages, we have used our cell service for our internet needs as a backup. We hooked up our cell service and waited for the modem. At this time I honestly lost track that the modem never arrived. I then called back at the beginning of October to cancel our Frontier service upon receiving our bill and realizing we never got the modem required to fix our intern. I asked for 2 things, 1) A credit for our internet service as we were unable to use it without the new equipment and 2) To cancel both our internet and phone service. I was informed that it was in Frontier's terms that they do not pro-rate cancellations and even if I cancelled now I would have to pay for service until the end of the billing cycle. As for the refund, Frontier would need to send a technician out to prove that we did not have internet - ticket number ***. On October 21, 2019 the technician arrived and we spoke of the situation. The service tech informed me that Frontier had pushed an update to the routers and it took a good number of them out. He said he would take the bad router and leave a good one. I told him we were cancelling all our Frontier services and we did not need a new device. He said he would indicate on the ticket that service was down and was on his way. I then called back on October 31, 2019 to cancel our service and get an update on our service credit. I spoke with a Leon and then a Carla. I was given a cancellation confirmation of *** and a ticket number for the credit request of S-***. I was told it would take a full billing cycle for the credit to appear. Upon getting the next bill at the beginning of December, 2019 I called in again as there was not a credit. I called in on December 3, 2019 and initially spoke with Andre, then Joel, and then the floor supervisor James. They apologized the previous inquiry was not done correctly and had been closed. They assured me they corrected the inquiry and submitted a new one with case ID. Again I was told it would take a billing cycle for the credit to show up. No further communications were made with Frontier until I received a call from Frontier Collections on February 4, 2020 asking for payment. I indicated that I would not be making a payment until I got the credit. I was then transferred to billing and spoke with Mary. Mary told me there was a claim open for $78 but she did not know the status of it. I told Mary that I would not be paying the bill until the credit was applied. Mary said she was unable to further assist and offered to transfer me to her supervisor, April or that I could file a complaint with the President's office via www.frontier.com. I was transferred to April. April indicated it was my fault for not initially following up on the missing modem and she would not be giving any credit. After some discussions, she offered a credit for the outage from the time of my October 3, 2019 call until the tech appointment. I told her that was unacceptable and again asked for a credit from the original call for internet service only. I was told I would need to file a law suit if I wanted any additional help.
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. states that he experienced an
Internet outage caused by a faulty modem. Mr. states that when he contacted
Frontier in August 2019 and he was advised that a new modem would be sent
to him. However, the new modem never arrived. Mr. states he then chose to
disconnect his Frontier services. Mr. states that Frontier has not
issued credit for the time out of service. Frontier has investigated the
above statements and offers the following response:Frontier records show that a repair ticket was issued on August 15, 2019, stating frequent disconnects. Frontier records show that a Frontier technician was dispatched to Mr.’ location on August 22, 2019. The technician tested the Internet service to the Network Interface Device and confirmed properly working Internet service. The technician stated that he did not have access to check the Internet inside the dwelling due to no one home. The technician spoke with Mr. who stated that he would contact Frontier and reschedule when he would be available for inside access. Frontier records show that a repair ticket was issued on October 8, 2019, stating frequent disconnects. Frontier records show that a Frontier technician was dispatched to Mr.’ location on October 21, 2019. The technician spoke with Mr. who stated he was canceling Frontier services. Frontier records shows 31,853 minutes of Internet usage for August 2019 and 30,533 minutes of Internet usage in September 2019. Frontier records show no internet usage for October 2019.Frontier has credited the customer for all internet charges for the month of October 2019.Frontier records show that Mr. contacted Frontier on October 31, 2019 and requested to disconnect his Frontier services. A disconnect order was issued.Frontier has issued out of service credits for the billed Internet service on the October 1, 2019 statement, along with credit for the late fees billed on the October 1, 2019 and November 1, 2019 statements.Frontier advises that the remaining account balance is a valid balance and that no further credits are warranted.
My wife and I acquired Frontier Communications for cable and internet through a recommended sales agent, Ryan J, at the end of June 2019. In the promotional offer were received, we had a package that included Vantage *** TV, HBO, HD/DVR/On Demand – Standard, 2 Set Top Boxes and Vantage Premium Internet at a rate of 126.99 a month for the first year. I asked if *** was included and was told that it was. We were also supposed to receive a $100 *** gift card and a free year of ***. While we received the *** gift card, the free year of *** has yet to be received.
In early September, I clicked over to the *** channel only to realized it was not activated. After an hour of trying to reach customer service, I was told that *** was not actually included and it would be an additional $7 a month to add. Already feeling annoyed that we had been lied to, I agreed to the additional charge. I was told that once the *** season was over, we could have it removed. It then took another hour on the phone to get the service activated.
Shortly after, I was reviewing my new statement and saw not only the $7 charge, but an additional $10 a month for Wifi Router Service. I promptly called an was told that the sales agent had be mistaken and the promotional offer did not include the router. The sales agent had again lied and I was now paying an additional $17 a month. I was told they could not remove it but I could submit a complaint. I did and have yet to hear back on the resolution.
In late January, I called to remove the *** package. I was told it was removed. 5 days later, I turned on the television only to discover all of our HD channels were missing. I called customer service and spoke to an individual who “put me on a brief hold to pull up my account”, only to sit on hold for 30 minutes. I called back and spoke to another person who then put me on a 10 minute hold before coming back and telling me that our HD channels would be back in 24 hours.
The next day, our HD channels were not back. We called again to only be told it would be another 24 hours. We requested to speak to a supervisor and was told we could not. We requested a copy of our service agreement and was told they could not provide. I then went to my online account, only to discover a service appointment had been scheduled for a day later, which I had not approved, to setup the television services. The following day, we called yet again and they only then turned the HD back on. Several days later, I received my new billing: not only had it increased, but the packages had been changed and discounts removed.
While some of this complaint is just poor customer service, I feel that lying about the sign on bonus of a free year of ***, lying about what services are included and lying about what hardware is covered are very poor consumer practices. Additionally, changing billing amounts whenever they feel like it without proper consent is incredibly deceptive. I should have the ability to rectify this with the company but after multiple attempts, I feel as if I have no other options.
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 when he realized that the *** channel
was not included with his TV package, he agreed to add it for an
additional $7.00 per month, but he then started to be billed a monthly
$10.00 router service fee.Mr. advises that when he removed the *** from his
account, all of his high definition channels went away. After requesting to have them put back
on his account, he noticed on the following month’s bill that his TV
channel package had been changed. Mr. advises that he has not received the redemption email for
the free one-year *** membership that was supposed to be part of
the promotion he signed up for. Frontier has investigated the above
statements and offers the following response:Frontier advises that the $10.00 monthly
router service fee was erroneously omitted from the customer’s first three
invoices. When the *** package
was added to the account, the system did an audit and added the $10.00 monthly fee
for the router service.Frontier advises that since the original
price quote did not account for the $10.00 per month router fee, a credit will
be issued for each month that it was billed, going back to October 2019. The credit will continue until June 2020,
the end of the promotional period. Since
Mr.’s TV package had been changed in error, Frontier will also issue a
$5.00 per month credit for the price difference between the two packages, also
through June 2020.Frontier advises that Mr. did not
receive an email with the redemption code for the free one-year ***
membership. Frontier provided him with
the redemption code number over the phone, which he was able to redeem.Frontier spoke with Mr. on February
6, 2020 and discussed the above information.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of the
above matter.
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
They charged me an 80 disconnect fee when I had no contract for early termination. I never signed anything. When I called them they would not do anything or waive the fee.
Thank you for referring the
complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.The Complaint states that:Ms. states that Frontier billed an $80.00 Early Termination Fee when she requested to disconnect her services. Ms. is requesting that Frontier issue credits to remove the $80.00 charge.Frontier has investigated the above
statements and offers the following response:Frontier records show that Ms.’s Frontier services were installed on October 13, 2018. Frontier records show that the installation order included a promotion that provided a $48.49 discount towards the service billing, along with a $10.00 discount for the Quantum DVR experience, through October 12, 2020.Frontier advises that the $80.11 Early Termination Fee is a valid charge and no credits are warranted. 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,
***
I never signed a contract and was never informed of an early termination fee when I requested service initially and when I requested end of service. Your representative told me there would be a $9 charge. This is bait and switch and misleading to trap the consumer. Shame on u
Thank you for referring the
complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.The Complaint states that:Ms. states that Frontier billed an $80.00 Early Termination Fee when she requested to disconnect her services. Ms. is requesting that Frontier issue credits to remove the $80.00 charge.Frontier has investigated the above
statements and offers the following response:Frontier’s position in the matter has not changed.Frontier records show that Ms.’s Frontier services were installed on October 13, 2018.Frontier records show that the installation order included a promotion that provided a $48.49 discount towards the service billing, along with a $10.00 discount for the Quantum DVR experience, through October 12, 2020. This information was printed on each monthly statement Frontier issued. Frontier advises that the $80.11 Early Termination Fee is a valid charge and no credits are warranted. We regret any inconvenience that *** may have experienced as a result of the above matter.
ZERO star if I could. DO NOT DO BUSINESS WITH THIS PIECE OF CRAP PLACE. In the last 3-4 weeks I've made several calls to Frontier regarding internet order and installation. The customer service team is extremely poor. They cannot help me or even think of how to ask a manager for help. They must be so new at their jobs because because all calls I've made, I've been continuously transferred around and around like no one knew what they were doing - just reading off poorly written scripts. If they are not new employees then they are simply careless workers just taking calls to pass around wasting a customer's time. I am highly dissatisfied with their business practices and style of working with the public. I am highly concerned for those who does not know any better and get stuck with this company. I finally cancelled my service after the nonsense treatment I received. Most recently, one customer service agent pretty much lied to me claiming there were no notes or orders on my account - not even notes made by a manager I spoke to for an hour the previous time I called to inquire status of an installation. In my book, if one have have liars as employees, then one would have lairs as management and up the chain.
My Son has had medical issues since October, because of them I have been unable to work. I tried to set up a payment plan with collections previously, because they explained even though my service had been suspended, and I couldn't use it I would still be charged and billed for service I was not receiving. I agreed to the payment plan the 120.00 was taken out for it and the paperwork was never processed.
I had talked to my physician and she had sent over a over a medical waiver, because my cell phone does not always work where I am located, and the several times and actually last month, when my Son could not breathe he had to be sent out via ambulance.
So today I have no phone service, and frontier has no record of a medical waiver from what I am told. Meanwhile my Son is in the midst of an asthma attack.
I am furious. I need phone service because my Sons life depends on it.
I cannot get a hold of a real person, and when I do they hang up the phone on me.
Not once, but twice frontier neglected to file paperwork.
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 she no longer has service after making attempts to set up payment arrangements and have Medical forms added to her account. Frontier has investigated the above statements and offers the
following response:Frontier advises that Ms. established service in March 23, 2016.Frontier advises that Ms. has had several Collection notices during time of service including January 21, 2018, July 21, 2018, November 21, 2018, December 21, 2018, February 14, 2019 and June 14, 2019. Frontier advises that Ms. received a Collection past due notice of $256.28 due for October 23, 2019. Ms. requested a payment extension for November 1, 2019 to pay the $256.28. Frontier did not receive the payment.Frontier advises that Ms.’s service was suspended on November 4, 2019 for non-payment. Frontier advises that a Collection past due notice was sent on November 6, 2019 for $322.84 needing to be paid by November 21, 2019.Frontier advises that Ms. contacted Collections on November 22, 2019 wanting to set up a Deferred Payment Arrangement on the account and the form was submitted.Frontier advises that Ms. made a payment of $120.00 on November 22, 2019 and Ms.’s service was reconnected. Frontier advises that the Deferred Payment Arrangement was not set up on the account.Frontier advises that Ms. spoke to Frontier Collections on December 16, 2019 and Collections offered her a Deferred Payment Arrangement if she paid $94.00. Ms. had advised she would contact Frontier back on December 20, 2019 to set up the Deferred Payment Arrangement. Frontier advises that additional contact was not made to set up the Deferred Payment Arrangement and Frontier Collections sent a past due notice on December 30, 2019 for $374.73 needing to be paid by January 14, 2020.Frontier advises that Ms. contacted Frontier Customer Service requesting a Medical exemption on her account. Frontier advises that a Medical exemption allows a 30-day extension and a customer must provide a letter on DR. office letterhead or State Board of Health with the following: State registration number of physician, Name and address of seriously ill person. Services beyond local exchange service that are necessary to reach Dr. and that without identified services there is serious risk of inaccessibility of emergency medical assistance. Signature of physical or public health official certifying illness or medical emergency.Frontier did not receive any Medical paperwork on the account. Frontier advises that Ms. contacted Frontier Collections on January 14, 2020 and set up a payment extension promising to pay $374.00 by February 4, 2020.Frontier did not receive a payment of $374.00 on February 4, 2020.Frontier advises that Ms.’s service was suspended on February 5, 2020.Frontier advises that Ms.’s service was disconnected completely for nonpayment on March 5, 2020.Frontier spoke to Ms. on March 11, 2020 and explained the information above. Frontier advises that Ms.’s final statement will generate on March 28, 2020 and that balance would need to be paid to establish service with Frontier. Frontier has sent Ms. a Medical letter to have if she decides to establish an account in the future. 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 just find out that Frontier communcations sent me to collections for a past due amount which is incorrect. I had cancelled services in January of 2019 with all the equipment returned. I had no idea there was a balance until it was posted on my credit report. This is incorrect. The reason I cancelled was the service was because of poor customer service. they are awful trying to deal with. Ive been on phone over 6 hours trying to get this resolved.
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 she cancelled service in January 2019,
but Frontier continued billing her.Ms. advises that she should not have an outstanding
balance, and it should be removed from her credit report.Frontier has investigated the above
statements and offers the following response:Frontier advises that their records show
Ms. cancelled her service with Frontier on February 6, 2019. She had been billed and thus incurred charges
through the end of her billing cycle. Frontier’s billing policy states that no partial month credits or
refunds are provided for previously billed service subscriptions.Frontier advises that all charges for
the January 4, 2019 and February 4, 2019 billing cycles are sustained, and the
outstanding balance is valid.Frontier spoke with Ms. on
February 11, 2020 and advised her of the above information. The customer states she is not satisfied with
the 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.
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 do not have any other documentation I sent my notes I know when I cancelled services on Jan 3 2019. I sm not paying the two months.. they have compromised my credit report and im livid. your website shows over 11k complaints and you dont see an issue.. PLEASE HELP ME & stop this awful company from taking advantage of consumer.
I've had multiple times where I've had no phone service and I don't have service right now and still Frontier is not taking care of the problem. I am 81 yrs old I have trouble hearing I have a hearing impaired phone that works through Wi-Fi and I depend on it very much.
I live alone have no neighbors I always pay my bill on time and I feel I should be getting the service they advertise. I had a ticket for trouble in my line a couple times now and nobody shows up on the date specified. I call them and they have no record of a open ticket. My phone is my life line to the world my internet-Wi-Fi is my TV and there is no cell phone coverage in my area sadly. Everytime it rains is when my services go out and I have told them this. I would just like to have my services working as they should, I'm 81 yrs old I have health problems and need phone service I've got enough to worry about let alone no phone service. I would just like help in getting my services through Frontier Communications fixed. My daughter in law typed this up for me I'm not good with computers or electronic gadgets.
Thank you
for referring the complaint of Mr. D *** to our office for review. We
appreciate Mr.
*** bringing this matter to our attention.The
Complaint states that:Mr. advises that he has reported
multiple outages on his land line and his internet service.Frontier
has investigated the above statements and offers the following response:Service
concerns are addressed as quickly as possible with consideration to the service
affected, medical necessity, inclement weather and other factors. Frontier
advises that Mr.’s service was repaired on February 10, 2020.Frontier
has provided a time out of service adjustment on Mr.’s account.Frontier
offers medical escalation designation for customers providingdocumentation
from a physician certifying a medical need for phone service.Frontier
mailed the documentation requirements and process to Mr..Frontier
spoke to Mr. on February 10, 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.
I have contacted Frontier on 4 occasions to have my combined billing separated (Frontier and *** Satellite) . First call was 12/11/19. I called again on 12/23/19 and the CSR said he did not see anything done so he told me he would take care of it. Even gave me confirmation # ***. Received another combined billing in January so called on 01/13/20 and spoke to some gal who couldn't even find my account-even after I gave her my address, account number, phone number, confirmation #. She said they were updating their systems and that could be why. She ended up transferring me to *** thinking they could help me. *** of course could not. They said their hands were tied. Here we are again today, 02/05/20 and I contacted Frontier AGAIN. Was chatting with Nelson then was disconnected. I am beyond LIVID with this company and their lack of customer service. My internet service is very spotty and they have been out here a couple times. Each time they can't figure it out and just changed out my box. Unfortunately they are the only ones that come out to me which is frustrating because I work from home and the lack of internet service is affecting my business. Since day one, they have not stuck to their word. When I signed up I was supposed to be billed $29.99 for 3 years and when I bundled with Dish, get a $5 per month credit and receive a $100 *** gift card after 90 days. 1.) my billing has never been $29.99 for internet and 2.) I have never received the *** Gift Card.
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. states that she has attempted to unbundle her Frontier and DISH
Network TV accounts from one bill to two, but has been unsuccessful. *** Ms.
*** states that when she established new Frontier service, she was
offered a $5.00 monthly *** credit, a Frontier plan rate of $29.99 per
month for 3 years, and a $100.00 *** gift card, but has not received
those offers. Frontier has investigated the above
statements and offers the following response:*** Frontier issued a service order on 2/6/2020 to unbundle Frontier and *** Network bills.*** Frontier records indicate that Ms. has been receiving a $5.00 *** credit throughout the duration of the account history.*** Frontier records indicate that Ms.’s original promotion for $29.99 per month was for 1 year and not 3.Ms. was paying $44.99 per month and was not receiving the $29.99 per month rate for the first year. Frontier has issued an adjustment in the amount of $180.00 to correct the discrepancy.*** Frontier records indicate that in order for Ms. to have qualified for the $100.00 gift card, both Frontier and *** would have had to have been new accounts. Since Frontier was new and *** was existing, the account would only have qualified for a $50.00 gift card. Frontier has issued an adjustment of $50.00 in lieu of the gift card.*** Frontier has contacted Ms. directly.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 have determined that this does not resolve my complaint. See following attachements.
'm trying to work with the Executive Customer Relations person but dealing with Frontier is a joke. I have their flyer that was the reason I called and signed up for their service and not once during the call was I told any of these "parameters" were needed in order to get the rate. I did sign up for a 2 year agreement. And nothing was said about adding a voice package.I have attached for you the same flyer I attached for them which includes my notes from the conversation when I started up my service. Aren't their phone calls recorded? Can they not go back and listen to the conversation? They have been over billing me for 2 years and I have been fighting them over it. I still don't feel that the amount of credit he is offering is equal to what they owe me.I'm frustrated beyond belief with the lack of service not receiving and the lack of customer service when calling them.
Regards
Thank you for referring
the additional concerns of Customer to our
office for review. The additional concerns
state:*** Ms. states that Frontier is not honoring an internet monthly rate of $29.99 per month for two years, and references a Frontier flyer with the promotion in dispute.Frontier has reviewed
these additional concerns and offers the following response:*** Ms.’s account is not eligible for the internet monthly rate of $29.99 per month for two years. As stated in the Frontier flyer, the promotion requires qualifying voice service and/or qualifying new services, neither of which were established on the account.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 Customer
Relations
on Sept 20 2019 I called this company Frontier Comunication to get a up grade in the Internet Speed my plan was $54.99 per month they offer me for $5.00 more one speed of 100/100 mgbts it go to be $59.99 per month also they offer me for $10.00 dollars more one speed 500/500 mgbts I accept that deal 500/500 mgbts for the monthly amount $68.99 also they charge me Technician Instalation because they have to do a new wire line for the 5G speed perfect but the Technician told me we have to give a few days almost two days to get the internet speed desire ,But since SEPT 2019 to FEB 2020 almost Six Month the speed of my internet is around 115/120 mgbts every time i,m check the velocity of the internet it is the same I call costumer service they reboot the system but not go to the speed that i'm paying for is not fair we paid for a service of 500/500 and they are sending less that 200/200 it is Fraudulent services they are Stealing the money for the costumers
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 after upgrading her internet service, the
internet speed has been running slower that what she is being charged for.Frontier has investigated the above
statements and offers the following response:Frontier advises that a technician was
dispatched on February 19, 2020, who found an issue with the outside equipment
and was able to make the repairs necessary to allow for the customer to be
provisioned at the correct speed.Frontier spoke with Mr. ***,
an authorized user on the account, on February 19, 2020. He confirmed that the internet is running at
an acceptable speed, and the issue has been resolved.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. and Mr. may have experienced as a
result of the above matter.
In September of 2019 I cancelled our Frontier landline service. After cancellation the account had a credit balance of $34.41. After three months I received a statement in December showing that a refund had been issued, however, as of mid-January I had not received the refund. After multiple calls to customer service and three chat sessions I was told that customer service would email the "Refund department" with instructions to cancel the debit card that was allegedly requested by Frontier's system on December 3rd, and that a check would be sent out within five business days. It has now been seven business days and I have yet to receive my refund. Although customer service has repeatedly said "I'll email you with the status of the refund" or "I will have a supervisor contact you" neither of these have occurred.
Frontier has investigated the above
statements and offers the following response:Frontier’s refund policy is to issue a prepaid *** 90 days from the date of service disconnection or termination.This time period is required to ensure all outstanding charges or credits are posted to the closed account.Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.Frontier confirms a refund was submitted on December 3, 2019 with estimated USPS delivery of 14-21 days.Frontier advises for a lost refund, Mr. contact *** directly at for a replacement.Frontier spoken with Mr. on February 5, 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.
I have had Frontier DSL for about 4 months now. When I first paid to have service installed I was told my card would be charged $76, it was charged almost double and they would not tell me why. Now since December 27th of 2019 when I got a bill notice I have not been able to get consistant service. I can not have anything connected to the service without it loosing connection. I have called tech support and had a tech come to my house. I have done every reset I can and that they have asked me to. I spent $30 on a personly router of my one to see if that would help with allowing more devices on the service.
Today I recieved a modem that they shiped me to replace my old one incease that was the issue. I have now been on the phone or chats most the evening trying to get my service. I have been told it's because I am showing two accounts active ( I only have one and tech support and customer service says they cant find the other) I have been told that I need a tech to come out to the house. I have been told "it should be working so we don't know what is wrong." I have been told all we can do is have this person call you back in first 48 hours now it been changed to 78 hours. I have been told it has to do with me not being able to access my online app service.
All I want is my internet service to work as I pay for it.
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 he has been experiencing intermittent speed and connectivity issues with his Frontier Internet service.Mr. advises that he was billed almost double on his card than what he was advised of when he originally signed up for service. Frontier has investigated the above statements and offers the following response:· Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and Wi-Fi network interference. Customer speeds may vary over time.· Frontier advises that Mr. reported Internet issues on January 20, 2019. Frontier dispatched a technician on January 23, 2020 and repaired an open cable pair.· Frontier advises that Mr. reported Internet issues on February 3, 2020. A technician from Frontier’s Internet technical department worked with Mr. over the phone and was able to restore Mr.’s Internet service.· Frontier issued a credit of $51.37 that will be on Mr.’s February bill.· Frontier also advises that Mr. paid a deposit of $76.00 in September 2019 to have new Internet service installed. He also paid $73.47 on a back balance that he owed on account 6189859184.· Frontier spoke to Mr. today and he advises that the Internet is working to his satisfaction. 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.
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 12/17/19 I initiated a new service order with Frontier. They confirmed my order installation at $40. Installation was scheduled for 12/20. ( I have email confirmation with this amount.) They did not show for this appt, the one I rescheduled on 12/23 or the one I had to then make for 12/26. (3 missed appts- no show) They finally showed on 12/27, after I called in to do this yet again after the third no show. They then charged me $75 on my bill for installation- which was supposed to be $40. According to customer service, I am entitled to $25 per missed appt- $75 PLUS the $35 they overcharged me for the installation. I have a ticket number from 12/29/19 L-174974974 that depicts this supposedly. First bill came no credit. Call Frontier on 1/6/20 they told me to wait for second bill. Second Bill came., still no credit. Called on 2/4/20 and they can't find my account, but I can pull it up online. I have literally made 10+ calls on this topic to this incompetent company. At this point, it is more principal then money, as they would owe me much more at this point for the hours of time wasted. I would at least like $110 credit posted to my account for the errors on their part that are quantifiable and proveable.
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. states she was quoted $40 for Technician Installation for her new Frontier services per email confirmation but was billed $75.00.Ms. states her installation was missed three times and was advised Frontier owes her $25.00 per each missed date.Ms. states she has made multiple calls and credit has not been applied.Frontier has investigated the above statements and offers the following response:Frontier has reviewed the order confirmation email sent to Ms.. We have verified she was misquoted for the standard $75 Technician Installation at $40.00. Frontier has applied the difference of $35 to her account to honor the quote.Frontier has reviewed Ms. installation order and confirms her appointment was missed. Frontier is regulated to apply only one $25.00 Service Performance Guarantee credit for missed phone installation per order, even if missed multiple times. Frontier apologizes for misinformation previously provided. We have applied the $25.00.Frontier has applied a total of $60.00 to Ms. account and will appear on her March statementWe trust that this information will assist you in closing this complaint. We apologize for 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. Thanks for intervening on my behalf.
Regards
Frontier Internet Services advised me on my set up call on January 17th they would be waiving the $75.00 installation fee for beginning service due to a promotion they are having. I received my first bill and the fee was added. I called to explain the situation to them and they denied my request stating regardless of what was told to me, that is not a promotion they have.
Frontier has investigated the above
statements and offers the following response:Frontier confirms Ms. was advised the technician installation fee of $75.00 would be removed; due to isolated agent error the fee was not removed.Frontier has credited Ms. the installation fee which will post with the February 25, 2020 billing cycle.Frontier spoke with Ms. on February 5, 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.
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 Frontier several different times including January 27th, 30th and February 4th. The first time was to find out if there would be a fee if we ended our service and went to another provider. The representative refused to give me any information about my account because I couldn't provide the pin number they had assigned to our account, or the date of birth, or last four of the social security number of the primary account holder (myself). He insisted my answers were incorrect and I informed him his system was wrong. He became very rude and refused to transfer me to another representative or a supervisor, and kept saying "I am the representative you received today", and informed me he would mail me an authorization letter which would arrive in 7-10 business days so I could call back with the account pin # and discuss our account. I became so frustrated, I cursed at him and hung up. I then discovered when I called back and spoke to another rep., that they had inserted my husband's DOB and social# as mine and she told me they would fix the error. The next 3 times I called, it still wasn't fixed. They informed me that in order to "lock in" a lower price, the auto-renewal feature on our account automatically restarted a new contract every 2 years and if we wanted to end our service, we would have to pay them $100 early termination fee, which was not disclosed when we opened our account in 2015. I agreed to pay the $100 just to be done with them. They then told me that it was over $113 after taxes. I said ok fine. I called to end our service officially on January 30th and they said their system wouldn't allow them to enter the 30th as the disconnect date, that it would have to be February 3rd. I informed them I had disconnected their equipment and we were now with another provider and I would not pay them for anything charged after January 30th. On February 4th, I discovered a pending charge for $58.98 to our checking account for the next month of service from Frontier. When I called them to find out why they were billing me for a disconnected service, the rep informed me that it was because my account was on auto-pay and even though I had ended our service, it would take 2-3 billing cycles to get our final bill from them and that I would continue to be billed during that time. I informed her that I wanted all auto-pays that were setup to be stopped, and that I wasn't paying them any more money. She informed me she was unable to stop them as they were from my bank. I told her that was incorrect, that I have never had autopay through my bank. She again insisted I take the issue up with the bank. After some digging I was able to find the login info for their website and discovered the autopay setup through them and promptly canceled any further payments. I then called my bank and had them put a stop payment on all charges.
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. states she called in on 1/27/20 to cancel services. Mrs. states the information on the account was incorrect. She called back on 1/30/20 and spoke with agent who informed her that her husband’s information was on account. On 2/4/20 auto-pay withdrew $58.98 for billing cycle 1/20/20-2/19/20. Mrs. is requesting a refund of $58.98.
Frontier has investigated the
above statements and offers the following response:
-Frontier
records indicate Mrs. did call in on 1/27/20 to cancel services.-Frontier does
not prorate for regulated services such as internet and tv upon
disconnection however Frontier has issued credit to account from the
disconnect date 1/27/20 to end of bill cycle 2/19/20 in the amount of
$45.75-Frontier will
send Mrs. three closing statement for final bill process starting
on 2/20/20. The $45.75 will reflect on this statement.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
I've called about upgrading my service on the 5th of January, scheduled a date for a technician to come out on the 17th of January. With that scheduled I received multiple text confirming my appointments, I confirmed them and took off of work for the 17th so I could be present, as stated by the customer service rep. No one showed up at my house, didn't receive a phone call. I eventually reached back out to a customer service representative, via online chat. I was told that the technician wrote down notes that she could not transcribe due to it being "to techy" I found this to be no help. I scheduled a day for another technician to come out in hopes this time someone would actually show up. I find it hard to believe that a company is making it so hard for there customers to upgrade there services, and every time I call I feel no one knows anything and I get bounced around to other reps.
Thank you for referring the complaint of ***
*** to our office for review. We appreciate ***
*** bringing this matter to our attention.The Complaint states that: *** initial installation date was set for 1/17/20 and no one arrived and no phone call.Frontier was unable to provide any answer as to why the tech did not show up on 1/17/20 and each time *** called in he would be transferred from one around from one representative to another. *** would like to have service installed.Frontier has investigated the above statements and
offers the following response:Frontier initial technician was unable to complete the install on 1/17/20 due to the pairs that were currently available and in need of maintenance.Frontier technician arrived on 2/6/20 and after reviewing upgrade speeds over existing speed customer decided to keep the original service to keep the price the same if no real benefit would be achieved with the upgrade of speed.Frontier spoke with *** on 2/12/20 and reviewed over the situation and decided to go forward with the installation of service and has set a new date for 2/20/19Frontier has provided *** with direct contact information for any further assistance.We trust that this information will assist you in
closing this complaint. We regret any
inconvenience that may have experienced as a result of the above matter.