Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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Frontier created fraud bill in the name of *** USA INC in the amount of $386.31 in December 2019. I called and talked to Nathan and he said that it is an accidental billing and zero out balance giving me confirmation number ***. Also he said me that the account *** is closed and cancelled.
To my surprise I received another bill in January 2020 with the amount of $211.34. One of the person who came on line said me that the account was closed as of Oct 11 2019. The balance is zero. I should ignore the balance billing notice.
On Jan 7 2020 a person namely Denney C send me an email stating zero balance. To my surprise I received another bill of $65.66 on Feb 02 2020.
Then I had no choice to contact you to take some action against fraud Frontier Communications. As a result I am reaching you. I do not understand how they opened the account without my knowledge and contact.
Frontier records reflect that orders were placed on 10/08/19 to establish two business lines with the One Voice Nationwide plan and Internet service effective 10/11/19.
The 12/02/19 bill reflects a balance due of $386.31 which includes a service order charge, a connect charge and service charges dated 10/11/19 – 01/02/20.
Mr. contacted Frontier on 12/29/19 to dispute the bill stating that he called in October to inquire on service; he subsequently received a text to confirm the installation date; and he responded via text to cancel. The agent found that only one of the orders had been cancelled. An order was placed to disconnect the remaining account and a request was submitted to adjust the account to a zero balance.
The 01/02/20 bill reflects a prior balance of $386.31, prorated credit of (174.97) and a total balance remaining of $211.34.
Frontier advises that credits totaling $211.34 were applied on 01/06/20 adjusting the account to a zero balance.
The 02/02/20 bill reflects a prior balance of $211.34, credits totaling (211.34) and a total balance remaining of $0.00 (zero balance).
Frontier regrets any inconvenience Mr. may have experienced as a result of the above matter.
On October 16, 2019, I called to ask for faster internet service. The Sales Department ordered a second modem (2nd connect core) and began charging us beginning on that date.
On December 6th, 2019, I called because we still had not received the second modem but were being charged. I was told that we did not need a second modem, we needed a new modem in order to receive faster internet service. We were to receive a promotion. We would not be charged for installation. We began getting charged for Broadband Elite.
I have called several times since then because we never received a 2nd modem, are still being charged for 2nd connect core, were charged for installation and now are being charged late fees. I have been told the credits are coming, they have been expedited or that they don’t have clearance to take care of large amounts.
I have asked to speak to a supervisor, for a phone number of a supervisor or an email address and I’ve been told they don’t have access to any of this information. I have spent 9 hours on the phone over the past 3.5 months dealing with this issue and it is still not resolved.
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 has been billed for Second Connect Internet service that she has not received. Frontier has investigated the above statements and offers the
following response:Frontier advises that an adjustment of $41.97 was applied on December 11, 2019 for October 25, 2019 and November 25, 2019 Second Connect charges and the shipping and handling fee. Frontier advises that an adjustment of $19.72 was applied on January 13, 2020 for the December 25, 2019 Second Connect charges.Frontier applied an adjustment of $26.00 for late fee and Second Connect charges for the January 25, 2020 Second Connect Internet and a $75.00 installation adjustment that Ms. was advised would not be billed and was billed in error on her December 25, 2019 statement. Frontier spoke to Ms. on February 5, 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 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.
On February 5th, I was told the following (quoted from reply):
"Frontier applied an adjustment of $26.00 for late fee and Second Connect charges for the January 25, 2020 Second Connect Internet and a $75.00 installation adjustment that Ms. was advised would not be billed and was billed in error on her December 25, 2019 statement."
I was credited the $26. I was never credited the $75. I was told it would take 24 hours. Further, I have been called twice over this past due balance. Today is the 11th and I still have not received the $75 credit.
Because the credit was not given to me as promised, I cancelled my service on the 8th. I was told the following:
-I have a past due balance and my service was about to be disconnected.
-I will be charged a $10 fee because I cancelled my service.
-My cancellation would not happen until Monday because they don't do business on Sat-Sun.
-I would have to pay for an entire month, they don't prorate bills.
I cancelled my service because Frontier did not resolve this problem the way they told me it would. I should have allowed my service to be disconnected so I would not be billed a $10 fee. Further, they prorated my bill in October, so they must be pro-rating. They are obviously 'doing business' on weekends as they answer phones and I cancelled on a Saturday.
Therefore, I am prorating my current month's bill and paying the past due amount, minus the $75 credit promised. The amount I will be paying is 52.08 + 14.83 = $66.91.
Regards
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 has been billed for Second Connect Internet service that she has not received. Ms. advises she was charged after she terminated Frontier services.Ms.
*** advises she is being billed a broadband processing fee.Frontier has investigated the above statements and offers the
following response:Frontier advises that an adjustment of $41.97 was applied on December 11, 2019 for October 25, 2019 and November 25, 2019 Second Connect charges and the shipping and handling fee. Frontier advises that an adjustment of $19.72 was applied on January 13, 2020 for the December 25, 2019 Second Connect charges.Frontier applied an adjustment of $26.00 for late fee and Second Connect charges for the January 25, 2020 Second Connect Internet and a $75.00 installation adjustment that Ms. was advised would not be billed and was billed in error on her December 25, 2019 statement. Frontier spoke to Ms. on February 5, 2020 and explained the information above.Frontier advises that all adjustments listed above have been applied on Ms.’s account. · Frontier advises that prior to termination,
Ms. was billed (and thus incurred charges) through the end of her
billing cycle. Ms. is eligible
to continue receiving Frontier services through the end of that billing cycle.· Frontier will not be providing further
adjustments on Ms.’s account. Frontier advises there is a fee of $9.99 when a customer discontinues broadband service.Frontier advises that the Broadband Processing Fee is charged for all Broadband Internet disconnects to cover the cost of processing the disconnection of the service at the central office or remote facility.Frontier spoke to Ms. on February 12, 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.
I was going to set up internet service with Frontier. I called one night in October and spoke to a customer service agent. The next day I received a call from Frontier stating there was an issue with the initial phone call, so I told that agent to just cancel the installation. I received a bill the next month, for service that was never installed, and disregarded it. I received another bill the next month and called. That agent looked over the initial notes and said she would have the account closed, and have the billing department cancel out the charges (once again, charges for something I never had). I received another bill the next month and called again. That agent said the last agent couldn’t do what she said she was going to do and would escalate this to their billing department to be resolved. I now received a letter from a collection agency and they said they would dispute this with Frontier as well.
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 of contacting Frontier on October 7, 2019 to establish
internet service.Ms.
*** advises of requesting to cancel the service the next day and no
installation was provided.Ms.
*** advises of receiving a statement on October 10, 2019 for services
that were not installed.Frontier has investigated the above
statements and offers the following response:Frontier advises an order to
disconnect the service was generated on November 18, 2019 and effective dated
to October 10, 2019.Frontier advises a credit,
in the amount of $109.19, was applied to the account on February 5, 2020,
providing a zero balance.Frontier advises a Letter of
Deletion has been provided to the Outside Collection Agency and Ms..Frontier reached out to
speak with Ms., on multiple occasions, to advise of the above
information, without success. The latest
attempt to contact Ms. was February 10, 2020.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced due to the above
matter.
whom it may concern,
I am writing asking for assistance in addressing the poor service and business practices of Frontier Communications in my area. I live in a rural area in Dubois County, Indiana. We have one option for DSL service, Frontier Communications. They have consistently and repeatedly claimed to offer services that they do not deliver. This is a widespread issue in my community and one which we have all struggled to cope with and try to resolve. But in addition to not providing the service they advertise and sell and bill for, they are also very adept and firewalling customers from speaking to anyone in any position of authority. It is simply impossible to speak to anyone other than a front line customer service representative who tries to convince you that if you purchase higher speeds your service will improve or technical support who are all obviously located overseas.
It seems impossible to believe that I am sitting here tonight at 7:30 pm in my home in southern Indiana and have been completely without service since 1:38 pm with no one able to tell me why or when it may be restored. I have no idea if it is related to the area or my home in particular. When I just attempted to obtain that information from a customer service rep, he tried to sell me faster speeds and then transferred me to technical support after I had expressly told him that I did not wish to speak with them again.
I spent almost 2 hours on the phone with Frontier employees on 2/3/20 before finally forcing them to schedule a repair appointment at my home for today. I received a text message at 2:03 pm on 2/3/20 confirming my repair appointment. I received another text at 3:54 pm on 2/3/20 again confirming same appointment. I received a text at 9:02 am on 2/4/20 reminding me of my appointment between 1 and 5 pm and that someone over the age of 18 must be present. At 4:45 pm I called to see where technician was as I had had no further communication. Was told by a technical support person that a “technician was on location.” When I asked him to please clarify what that meant since I had not seen anyone, he couldn’t really tell me. Just that a “technician was on location” and he would ask him to call me. Needless to say, I received no call.
Just prior to filing this report I made yet another attempt to contact them and see why no one arrived and when and if they would. At this time another technical support person, who was apparently at a party based on the background noise, advised me that my appointment is “for tomorrow” and could not really explain why I thought it was for today, even though I had 3 text messages to that effect.
This company is a sham. They have sent me a bill for $80 for my first payment on installment and first month’s service. Right now I’m using the hotspot from my cell phone to have service to my laptop to send you this complaint. They are a monopoly here and they know it. We have no options. They have no interest in providing the services they claim they provide or in providing any customer service. They are stealing from the citizens in this community.
My livelihood literally, and I mean literally, depends on having cable or DSL internet service. I am a work at home registered nurse who will not be employed if I cannot have a functioning computer and systems.
I am currently making plans to have to temporarily move to my sister’s home 100 miles north of here in order to keep my job. In 2020, in Indiana, I have to leave my home to work from my computer because I cannot obtain reliable internet service. How is this even possible?
Frontier Communications needs to be held accountable. They need to provide service or leave.
Thank you for referring the complaint of *** to our office for
review. We appreciate her bringing this
matter to our attention.In the complaint Ms. expressed concern regarding failed
installation of her internet service, services offered but not delivered, and
unable to reach the appropriate personnel. Our records indicate on January 17, 2020, Ms. ordered Frontier
Internet service for $34.99. Additionally, there is a monthly WiFi Router Service fee of $10.00. The first billing statement also included a
Technician Install fee of $25.00, and an Equipment Delivery and Handling Fee of
$9.99 and taxes. The service order *** was originally scheduled for January 22,
2020. The tech was dispatched to the
site and his remarks indicate, he had to build both cable pairs, set up inside
wire and wired at the Central Office. He
set up the modem and Wi-Fi. However, the
technician was unable to get the customer 12M service bonded. He had to call assignment and they were able
to give the customer the 9M bonded service. This ticket was completed on January 22, 2020.A new trouble ticket was created on February 3, 2020, due to no Digital
Subscriber Line (DSL) sync. This ticket
was scheduled for February 4, 2020; however, the dispatch failed to occur. On February 5, 2020, Frontier dispatched a
technician and he indicated he moved side two to pair 650 and side one is on
641. He also replaced the modem and
completed the ticket. Upon receipt of this Revdex.com complaint, the customer was working with other
Frontier representatives. On February 6,
2020, Ms. returned my call and confirmed her service is now up and
running. Review of her account reflects
she was credited for the installation fee of $25.00, as well as the $9.99
Equipment Delivery and Handling Fee. We sincerely apologize for the inconvenience and experience Ms. Luckett
expressed in this complaint. Going
forward, Ms. has advised she has been offered the assistance of Ms.
Wood for the next 90-days.Sincerely,Felicia TExecutive Customer RelationsFRONTIER
COMMUNICATIONS
Still have not cleared my bill when I had no service for 4 months, have disconnected my line and charged me for fixing it. Phones in home, only fixed 1 line in house now. Called multiple times and told to call in 5 days and should be cleared to zero balance, still has outstanding amount due. I have been dealing with this since September 2019, with no working phone. Extremely dissatisfied and upset.
Thank
you for referring the complaint of Mr. *** to our office for review. We appreciate Mr.
*** bringing this matter to our attention.The
Complaint states that:Mr. advises
his Frontier service was down for 4 months and he is requesting to have
his bill cleared.Frontier
has investigated the above statements and offers the following response:Frontier has not been able to reach Mr..
Frontier has sent direct contact information to Mr., so he can reach this
office.Frontier advises time out of service credit totaling
$90.32 has been issued for the following time frames. September 22, 2019
through October 14, 2019. October 23, 2019 through November 7, 2019. December
14 through December 31, 2019.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.Tell us why here...
For years, I have been paying for Internet service with 6 mbps download speed which was the lowest advertised option and I have never received more than about 1mbps. When I recently complained, they tried to upsell me. They said that I was only allowed 3 mbps. I have been paying for 6 mpbs all this time and only getting about 1mbps and they never had an option to give me more than 3 mbps. They should be giving me a credit for all of they years I have overpaid, but the least they could do is give me 6mbps at the price that I am paying. They said that the price that I am paying is for 6 mbps, but that is no longer an option in my area. However, I had a tech at my house in November and he said that my contract said 6mbps and he got me up to 6mbps. I noticed that it was extremely slow again one morning and I had less than 1 mbps again. I called the technician at Frontier and called customer service, they said I can only get 3 mbps. They also say that their calls may be recorded. I wish they could go back to some the calls in my early years of being a customer. The calls were painful. Since I have cancelled now, I would like a refund of the overpayment for at least one year. I never researched the problem before, I just limped along but I decided that I would take the time to investigate over the past few months to determine what is going on with my service and found out all of this.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Ms. advises that she was paying for higher internet speed however she was receiving lower speed on her internet.Frontier has investigated the above
statements and offers the following response:Frontier’s Internet speeds are offered in tiers.The high-end of the speed range in a service tier represents the potential wired maximum speed capability in that service tier.As stated in Frontier’s terms and conditions, “actual Internet speeds may vary and are not guaranteed.”Frontier advises that Ms. was subscribed to Internet service at the lowest rate available.Frontier advised Ms. 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.Frontier Specialist: Tocoma
K. Department:
General Manager
I had moved to a new location and tried the phone before moving in and called them to say there was no phone service at all. They said it was up and running. not so the phone said on the screen to check phone line. Called and had not phone service for the week of the Jan 17th 2020. Discussed to have phone service switched to Spectrum went through the process and waited for the transfer . nothing had to go through the process the second time to switch carriers This will be the 3rd week with no full phone service
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:***
*** states he moved to a new location and tried
the phone before moving in and called Frontier to say there was no phone
service at all. Phone said on the screen to check phone line. ***
*** requested to transfer phone service. ***
*** called Frontier due to not having phone service after his
installation date. ***
*** discussed to have phone service switched to another provider. ***
*** states this will be the third week with no full phone service. *** states during the time he tried to port away from Frontier he did not have full phone service and wants to be refunded for the January 2020 bill and to have no February bill. Frontier has investigated the above statements and
offers the following response:Per
call review *** called Frontier ahead of time to see if
Frontier was available at the new location. Agent told him yes.Agent
placed order to transfer service and then offered him a temporary number
since he needed it shut off and turned on for different days for each
address.Agent
said she would call him back after the transfer so that she could provide
him with a temporary number. *** called Frontier back to advise there was no phone service at his location. Agent said it was up and running but it was not. Due to several obstacles in getting service transferred *** decided to switch to Spectrum and went through the process twice to try to get his service ported. Frontier
spoke to *** (authorized on account) on February 3, 2020 and
advised Frontier services the new address but there were no facilities
available to provide service at the time of transfer.Original
agent should have notified *** that no facilities were
available.Frontier
provided coaching to the agent. Due to no facilities being available the service was not transferred to the new location.Frontier located an order to disconnect service on February 6, 2020. Frontier confirmed with *** that they no longer wanted to transfer or port service. They requested to cancel service with Frontier. Frontier credited bill due to no facilities being available at new location. 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: Kelly
E*** Department:
Executive Relations
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.
I did received credit from the business for January and February and everything seems to be fine.
Regards
In November 01, 2019 I got Frontier telephone service install a but the telephone service was very poor. when I try using the phone the people that I call would say that I had to turn off the blender because they could not hear me. I called Frontier because my husband was ill and I really needed the phone to call to Mexico to keep our family up to date on my husband's condition. I had to call them several times and each timer they send me a technician. the first time I called on November 19th and the technician arrived on November 21. He said that it was the lines "cross over" so he supposedly fix it. it did not work. I called the next day on November 22nd and the technician came on November 25th. he said it was my phone that it was old and I needed a new one. I paid over $50.00 for a new phone and that did not help. I try calling to test the line but it was the same thing. The noise was too much for the people on the other line to hear me. I called Frontier again but because my husband got worse I had to stay at my daughter a few days and I told them to sent the technician until December 10th because that's the date I was going to be back. The technician came and he said it was because it was cell phones from Mexico, I told them that it was from homeliness too. he then said it was because it was calls from Mexico. I told him the it was from every where. He made a called from his cellphone to my home phone and he said he didn't hear anything that it was fixed. After he left we tested the phone and the noise was still there.
finally I decided to switched to *** because I really needed the phone. my husband's health was declining fast and I really needed a reliable phone line. the bills started arriving and I try to talk to them about how the phone never really work but the agent keep saying that they needed to get into my account and for that they needed my ACCOUNT PASSCODE. I gave it but agents kept saying that it would not let them in. I asked if I could give them my social security number but I was told that ONLY the ACCOUNT PASSCODE would work and that they will have to MAIL me an temporary account passcode that it was going to take about few business days ( I think was 3-4 business days) to wait and to call them back with it so they could discuss my account. After about ten days I CALLED AGAIN and it was told AGAIN same thing they couldn't access the account with out the ACCOUNT PASSCODE and AGAIN they were going to mail me another one. the bills arrived with our a problem but THE ACCOUNT PASSCODE never did. When I called the 3rd time I was told that I could wait 3 months to dispute the charges. I thought that maybe by then I was no longer going to need the ACCOUNT PASSCODE. I know found out I'm being send to collection for non-payment. Please help me I just became a widow but my husband saw me go thru all this and he is the one to asked my switch to Spectrum. He was so frustrated that he offer to pay the *** bill with his disability check. He even called *** and set up "auto pay" . He saw the first bill arrived to his account. He passed the day his disability check arrived and I decided to leave his bank account open until it runs out of money paying for the *** bill like wanted.
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. advised she does
not believe she owes Frontier anything as the telephone service never worked.Frontier has investigated the above
statements and offers the following response:Frontier has investigated Ms.
***’s account and found that there was usage on the phone.Frontier also dispatched a
technician 3 different times and verified that the echo and static were coming
from Ms. Rengel’s phone. The test set
that the technician carries tested clear.Frontier finds that the
charges on account are valid and owed.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms. has
experienced as a result of the above matter.
Frontier Communications has unjustly terminated my primary email account and has been either unable or unwilling to reinstate it. I am being told it is due to being attached to a third party's account, of which I have no association other than being from the same county. They have been unwilling to fix the error caused on their end and insist that the person who canceled the service (which my service is completely unrelated to) must validate information before they can do more. In summary, Frontier wrongly attached my email account to another customer without my permission and have terminated the email account upon cancellation of services by the aforementioned third party.
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 lost access to his primary email account,
and Frontier has not been able to restore it. Mr. advises that Frontier needs to reinstate his email
account and to have a billing adjustment issued to his account for the
loss of service.Frontier has investigated the above
statements and offers the following response:Frontier advises that a specialist in the
technical support division was able to successfully reinstated Mr.’s
email account and all of the emails it contained.Frontier advises that due to the
inconvenience of not being able to access the emails in his primary email
account for over a week, a courtesy credit has been applied to the customer’s account.Frontier spoke with Mr. on
February 6, 2020, confirmed he is able to access all of the emails in his
primary email account, and advised him of the credit that had been issued.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. Frontier was able to recitfy the situation after a week, though this was only possible upon escalation to the Revdex.com. Their solution is adequate, though the attitude and culture I experienced from their "regular" tech support gives me cause for doubt in terms of their future performance. The team I dealt with in response to the Revdex.com complaint was exceptional, however.
Regards
I registered for new service in August of 2019 after receiving a flyer at my house that advertised $200 gift card for new customers. I ordered, they confirmed that I would receive said reward after 90 days. I called in December, January and February. When I called Frontier they said I needed to contact the Reward Center at 1-877-722-7937. When I called that number I was told Frontier never sent my information and I would need to contact them and ask them to send the information over to them. This happened 3 more times. On 1/21 I contacted Frontier via chat for written confirmation (have a screen shot to share). They again referred me to the Rewards Center - same experience. On 2/3/20 I went through it again. This time I was told that I could not have the promotion because I have copper internet, which was excluded from the promotion. I have the promotion flyer and this is not stated on that flyer. The representative, who said he was a supervior, Jermaine, refused to give me his client ID. I asked to speak with the promotion department, he said that customers can't contact them and they can't call out, but they are who I'd need to talk to. I then referenced that when reviewing the Revdex.com I see this is a common story with the reward cards and not following through due to a variety of reasons. I told him that I would like his information so I could reach out to Revdex.com, he said "I would advise you not to file with Revdex.com" in a threatening manner. I then ended the call.
Thank you for referring the
complaint of Ms.
*** to our office for review. We appreciate ***
bringing this matter to our attention.The Complaint states that:Ms.
*** advises of not receiving a $200.00 gift card for new customers.Ms.
*** advises of copper service being excluded from receiving the
$200.00 gift card.Frontier has investigated the above
statements and offers the following response:Frontier advises the Promotions
Department verified the gift card would only be $100.00 with qualifying
services.Frontier advises Ms.
*** does not qualify for the gift card with the Frontier Preferred
Internet copper only service.Frontier advises a $25.00
Courtesy Credit was applied to Ms.’s account and should appear in
one or two bill cycles.Frontier spoke with Ms.
***, on February 6, 2020, and advised of the above information.We trust that this
information will assist you in closing this complaint. We regret any inconvenience that Ms.
*** may have experienced due to 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 had frontier and *** as a bundle pack! I canceled frontier and kept *** so frontier comes up and says that I owe them 3 hundred and some dollars! I ask for what and they said that they paid my *** bill up for 3 months when my wife had already talked to *** and had already been making the monthly payments! They turn me over to collectios and I dont owe this and why would they pay my *** up for 3 months anyway! I tried talking to them about this and it just wasn't happening very rude people! I would like to have this off of my credict report!!
`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. is disputing his billing for service
from Frontier.Frontier
has investigated the above statements and offers the following response:Frontier
advises Mr. had a combined billing with Frontier and *** Network. Frontier
paid for *** charges from 8/25/19 through 10/24/19. *** Network advises they
issued credit directly to Mr.’s *** account November 2019 for charges
paid thru 10/2/19-10/24/19 that both Frontier and Mr. paid. Frontier
advises the remainder due was for his final billing for service from Frontier.Frontier
spoke with Mr. on February 17, 2020, and advised of the above information.We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr.
has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
I have not received a password reset as I have stated before! Nor any other papers they are giving you false information and at this time I do not want to talk and here the same old thing wanting to know if I got those papers as I have stated no! And they told me that they did not pay the *** bill that way they only paid 1 month at a time! I took care of *** when I dropped frontier and my wife also took care of the remainder for them! Just a down right lie
Thank you
for referring the rebuttal of *** to our office for review. We appreciate Mr.
*** bringing this matter to our attention.The Complaint states that:Mr. is disputing his billing for service from Frontier.Frontier has investigated the above
statements and offers the following response:Frontier’s position in this matter has
not changed.Frontier advises Mr. had a
combined billing with Frontier and *** Network. Frontier paid for *** charges
from 8/25/19 through 10/24/19. *** Network advises they issued credit directly
to Mr.’s *** account November 2019 for charges paid thru
10/2/19-10/24/19 that both Frontier and Mr. paid. Frontier advises the
remainder due was for his final billing for service from Frontier.Frontier mailed out password resets and
bill copies to Mr..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 subscribed to internet service with Frontier and received multiple confirmations via text, phone calls, and emails on my installation for 1/24/20 between 8am and 12pm. The technician never arrived during that time frame and when I called in I advised I am having to miss work due to their no call/no show installer. The installer finally arrived hours later. I called and asked to escalate the issue as I should not have to pay the $75 installation fee, especially since they made me miss even more work and pay that I won't get back due to their not having an installer out during the verified time.
No one ever called back. I called in to escalate the issue again when I received my bill and the customer service rep and his supervisor refused to refund the money saying the installer came and had to be paid. I advised no one paid me for the time I missed and the error was on the part of Frontier not mine. They refused to reimburse me the $75 install fee.
Also, the fiber optic cable was left out and was to be buried the next week. The person from their company came to bury it but could not bury it against the side of the house due to a driveway the cable is laying on. They placed Frontier flags all over and advised someone else would be out to put a conduit over the exposed wiring but no one has come out. When I also raised this concern to the Customer Service rep I was told I'd have to pay $25 to have a tech come back out to put the conduit over it. How is it my responsibility to keep following up with them on a job they have left uncomplete and keep paying them to come out when they leave the job unfinished.
Thank you
for referring the complaint of Mr. *** to our office for review. We
appreciate Mr.
*** bringing this matter to our attention.The
Complaint states that:Mr. is disputing the $75.00 installation
charge.Mr. advises that there is still an
exposed cable that needs to be concealed. Frontier
has investigated the above statements and offers the following response:Frontier
advises that the cable has been placed in conduit and the issue with the line
has been resolve.Frontier
advises that the $75.00 installation charge is a valid charge. Frontier has issued a one time courtesy adjustment on the account.Frontier
spoke to Mr. 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.
We had our internet service go down on Dec.23rd 2019 and we were told they would be out 1/07/2020 to fix no one showed up. they then said they would be out on 1/14/2020. We received a call on 1/14/2020 and were told a board was fried and we were good to go. We called the payment dept and were told we would receive a credit of 86.00 in Feb. We had no service for 23 days. When the bill came in we found it to be for full amount we called payment dept and were told the credit was denied because someone put the wrong date on report. I fail to see how your problem should become our problem.
Thank you for referring the complaint of Mrs. to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that on December 23, 2019 a trouble ticket was initiated due to the internet service not working. The trouble ticket was notated that the customer’s issue was part of an outage.
Frontier advises a subsequent trouble ticket was initiated on January 7, 2020 due to the internet service not working. On January 14, 2020 a technician was dispatched and restored the service.
Our records indicate that a credit adjustment of $82.03 was initiated for time out of service. The credit adjustment was reviewed and denied. The credit adjustment was incorrect and not warranted.
Please note credit adjustments are subject to approval. If the credit adjustment is warranted the credit will be approved. If the credit adjustment is not warranted, the adjustment may be denied.
The monthly recurring charge for the internet is $19.99.
Credit in the amount of $34.24 was issued for time out of service and the Late Payment Charge that posted to the January 28, 2020 billing statement.
On February 6, 2020 I spoke with Mrs. regarding her concerns.
We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
Getting billed for service we never received and the endless hours spent trying to rectify this over the phone. We have been sent to the collections agency Instead of correcting the charge that we were never responsible for. Have been given the run around from the first point of contact up and through this point.
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 was billed for service that was not
rendered and would like Frontier to credit the account in full.Frontier has investigated the above
statements and offers the following response:Frontier advises that the service did
not get installed, and the order was completed in error, which resulted in Ms.
*** incurring charges for one month of service.Frontier advises that all charges have
been cleared since no service was provided, and the customer is currently at a
zero balance. The outside collection
agency will be notified of the billing adjustment, and the account will be
removed from collections. Frontier spoke with Ms. on
February 4, 2020 and advised her of the above 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.
When we left *** service to go with Frontier with a 2 year commitment, it was based on Frontier telling us that we would not be charged for the first year a $10 router fee. I explained to them that I just purchased a High Speed Gaming router and that I wanted to use it instead of Frontiers. They said NO problem. Just tell the installer that you want to use your own router and he will hook it up instead of Frontiers. Frontier then explained that we will be charged the $10 router fee starting the second year of our contract so I will need to call in and explain that I have my own router and Frontier will then delete that charge from my billing. This information was also verified by the installer. I just received my billing statement that includes the $10 router fee. I contacted Frontier and they explained that I must pay the router fee rather I have it or not. NON NEGOTIABLE! I explained that I would not have left *** for Frontier if I knew that I was being lied to and Frontier continually explained that it is too bad, I must pay the $10/month router fee. I wanted to speak to a supervisor but was told that they would have to call me back because they are all busy. My chief complaint is that I would not have signed a 2 year contract knowing that I was going to be charged for a item that I don't have based on what Frontier told me.
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 ordered service from Frontier, he
had been informed a $10.00 monthly router fee would start billing out after
the first year, but the charge could be deleted since he was using his own
router.Frontier has investigated the above
statements and offers the following response:Frontier advises that our Frontier
Residential Gateway router is Frontier equipment specifically designed to work
with our service. Our advertising and
our residential terms and conditions make clear that our service includes
equipment charges, such as the router charge, and neither or advertisements nor
our terms and conditions provide any exceptions. A customer may choose to use their own
router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier
equipment. Frontier advises that though infrequent,
when a customer chooses to use a non-Frontier router, we see increased
complaints and more difficulty with troubleshooting, performing online resets,
and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own
router, the charge still applies to cover these costs.Frontier advises that the router fee is
part of the promotional price, which is $60.00 per month
plus taxes and surcharges.Frontier spoke with Mr. on
February 3, 2020 and advised him of 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.
Attempted to cancel service 12/24. Agent disconnected in middle of call. Called back on 12/28 and successfully canceled on that date as evidenced by no service. Surprisingly, new equipment was sent to my home despite the cancelation of service. New billing cycle started 12/28. Additional bill was generated for January. Numerous conversations with Frontier agents indicated first the bill could be successfully disputed by speaking to a supervisor once the next bill came, then the bill would be adjusted and the next bill would come showing a three day pro-rated amount (which I agreed to, even though I did not have their service as of 12/28. That did not happen. Called again on 2/1/2020 and was told the bill would not be adjusted. Attempted to dispute with Frontier via telephone on this date. and was told I could not dispute. Waiting on hold to speak to a supervisor.
Frontier CommunicationsThank you for referring the
complaint of ***
*** to our office for review. We appreciate Ms.l
bringing this matter to our attention.The Complaint states that:Ms.
*** advises that she cancelled her service on December 28, 2019 with
Frontier and it was the same day as her bill cycle and she got billed for another
month of service that she did not use.Frontier has investigated the above
statements and offers the following response:Frontier investigated and
advises that credit has been applied to Ms.l’s account and now has a zero
balance.Frontier advises that Ms.l
will receive a final bill statement when the next bill prints on February 28,
2020 showing the zero balance.Frontier called Ms. on
February 6, 2020 and left a message with the above information and with direct
contact 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. I am awaiting my final bill with the adjustment to my account to a zero balance.
Regards,
***l
I pay for internet service however the service shuts off automatically at around 5:30PM and starts up the next morning around 8AM. I only get 10 hrs of service per day!
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.The Complaint states that:· *** Bailey’s internet service shuts off automatically around 5:30pm and starts up the following morning around 8:00am.Frontier has investigated the above statements and offers the following response:· Frontier technician arrived on 2/8/20 and determined the cause of this issue was the meta cluster providing a poor reading due to high stress on the line and replaced a bad DC Pair causing an imbalance.· Frontier has issued credit for one month of service due to the repeat trouble that *** was experience. The amount of $38.95 will be applied to the 2/29/20 billing statement.· Frontier spoke with *** on 2/10/20 and confirmed the issue has been resolved.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.
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 have frontiers phone and dish satellite package and we have had it for 7 to 8 yrs. frontier phone with dish satellite. the dish stopped working so we contacted frontier said it would be fixed in 24 hours and still nothing. when you try to call or chat with them even before the weekend you are told lies because dish network themselves can confirm and frontier hangs up on you after waiting 10 minutes to talk to a manager or supervisor. i'm very upset with the service and I am cancelling frontier for good however how do I get some money that's owed to me for none working satellite that I will be charged for 4 days so far because frontier screwed up on their end and I have to miss the super bowl because of their unproffesionalism and ignorance.
Frontier has investigated the above
statements and offers the following response:Frontier confirms credit for DISH time out of service has been issued to Mr.’s account and will post with the February 10, 2020 statement.Frontier spoke with Mr. on February 7, 2020 and advised of the above.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that *** R ***
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 tried setting up service with Frontier in the beginning of October 2019. They cancelled the appointment with me because the service worker was sick. They rescheduled for late October. At that appointment, the service worker said he had to drill into the side of my house which I did not want. He said he would put me down as customer will advise. I called later after I figured out how we were going to connect the network to my house. They scheduled me but later cancelled on me again. I ended up telling them I did not want their service. Later, around mid December, I got a bill saying I owed them $170 or so. I called and was on the phone for over an hour explaining how I didn't have service with them and I never got anything installed. The customer service agent assured me that they would take care of the problem and that they would put down the situation in their notes.
On January 23, 2020, I received a letter in the mail saying that my account was going to go to an external collection agency on January 27, 2020 because I hadn't paid my bill of $377.09. I was furious because I did not have service Frontier or have ever had any of their products! I was on the phone for over 3 hours with them. I was on the phone for about an hour with the first agent and he stated that there was nothing they could do. That my account would go to collection because their process would take at least a month. I requested to speak to his manager and he refused. He ended up hanging up on me claiming he that couldn't hear me. I called again and I was on hold for 2 hours. This customer service agent claimed that he would solve the problem. He ended up hanging up on me claiming he couldn't hear me as well. He called me back around an hour later. He said that his supervisor was going to try to drop the charges but that they couldn't guarantee it. Also, he said that they were going to do everything in their power to stop the collection from leaving their collection agency to external agencies.
I called on January 28 and they said that they didn't know when it would be resolved but that it would likely take a month. She told me that I should call back in a month. There are so many things wrong with this business. Potentially infringement on the fair credit act.
Thank you for referring the
complaint of Carlos
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:*** Mr. states that he contacted Frontier to establish new service, but
later cancelled the request after being notified by a technician what
physical work would be required to complete the order. The order however was still completed, resulting
in Mr. being billed for one month of service, plus an early
termination fee after the account was successfully cancelled. *** Mr. wants to ensure that no outside collection agency involvement
occurs, including credit affectation. Frontier has investigated the above
statements and offers the following response:*** Frontier records indicate that a service order was completed on 10/29/19 and disconnected on 12/3/19 resulting in a one-month billing charge and early termination fee. Frontier has adjusted the monthly service charges and early termination fee, resulting in a balance of $0.00.*** Mr.’s account has not been referred to an outside collection agency as a result of this incident, nor has credit affectation occurred.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr.
has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I had contacted Frontier Communications on 1/24/2020 to have my service moved to a different apartment unit in my complex. They were supposed to come today on 2/1/2020 between 1 and 5. I cleared my afternoon to make sure I was home. No one showed up. I contacted customer service only to be told the previous person has messed up my service request and that it never made it to dispatch. I was told the next available would be Tuesday 2/4/2020 between 8 and noon. I work those hours during the week. I was then told the next available Saturday service date would be on 2/15/2020. I was also told no credit would be applied to
My account for the dates of service that I will not use. I have moved out of my old apartment as of today. I asked to speak to a supervisor I was transferred to a voicemail box that was full then the call was disconnected. I called back and remained on hold for 1,5 hours before deciding to hang up. I tried their online chat feature but they were no help. At this point some sort of service call has been set up for me I don’t know the date or time. I am not getting what I’m paying for. There is no contact information on their website to contact their corporate office. All I want is my internet installed next weekend and I feel I should receive a credit on my account for the dates of service that are not being used and I should also be compensated with additional credits for the aggravation and 7 hours of my personal time that was wasted due to Frontier Communications negligence.
Tell us why here...Frontier has investigated the above
statements and offers the following response:Frontier advises Mr. had requested to transfer his service effective February 1, 2020; due to isolated programming error the services did not work. Frontier confirms a technician was scheduled to correct issue on February 15, 2020 however was not able to complete and referred out to another technician scheduled for February 22, 2020.Frontier has fully credited Mr.’s account for the time out of service. Frontier spoke with Mr. on February 18, 2020 and he requested to disconnect services due to the multiple issues with the transfer. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that *** C ***
has experienced as a result of the above matter.