Frontier Communications

I Canceled my landline in Sept of 2019. I have been a customer with Frontier for 10-15 years my acc # was ***-5 I ported my landline number to a cell phone ever sense then they gave me a new acc# ***-5 that shows that i'm a new customer in there system which i'm not. so Frontier wants to charge me $200.00 dollars for a modem, I all ready have a modem from them from years ago, For some reason they can't figure it out, frontier keeps billing me for the modem. I have called and called nothing gets resolved. I would appreciate some help. Thank you.

Purchased Frontier FIOS service on Dec 14th, 2019. Service was to include a $20 discount and HBO/***. As of 1/29/2020 the service is installed but the discount and premium package has not be added. They are telling me that I need to pay separately for it.

I originally signed up for Frontier Internet in September 2019 and have had nothing with issue I signed up for their 39.99 internet. I gave them a credit card for Autopay . I called and later spoke to a rep in regards to an email I had received in regards to my account I was told I had no account with them. Then I started having issues with internet I called back and guess what theynfound me but by now they disconnected me and told me sine it had been less then 30 days they could reopen the account and every thing would stay the same at 39.99 didnt happen now am being charged 80 some dollars instead

I canceled service with Frontier on 12/16/19. Received a bill and auto payment end of December. Called again early January to cancel again. They said it would be canceled and I would get a refund back to 12/16. Never received refund. On 1/27/20, received another bill and auto payment. Emailed them and they said the only record they have is 1/4/20 when I called. They said my service wasn't actually canceled until 1/24/20.

Frontier specifically expressed that I would receive a $100 gift card and 12 months of *** if so signed up with Frontier. Spoke with multiple people including supervisors who state that even if the employee who expressed that I would receive this promotion, frontier will not honor it. I explained that not honoring is a DTPA violation and frontier knowingly made an expressed warranty that they knew was false. Additionally called approximately 5 times on this matter and requested a call back from a person above with authority. That representative called during business hours from a unknown number and left a message stating that she would reprimand the employee, but will not honor the $100 visa gift card.

I have had internet service from Frontier since moving to my current address in May of 2018. I just noticed upon paying my bill that they have been charging me $10 a month this entire time for the rental of a wi-fi modem that I have never had possession of. Upon calling to have this charge removed from my bill and get a credit for the equipment I have been charged for but have never had possession of or used, I was informed by the agent that they would only go back as far as 3 months to credit my bill for the erroneous charges. When I expressed that this did not sound ethical to me, the agent informed me that Frontier believes it is my responsibility to check my bill for such errors. I believe that Frontier has the responsibility to only charge me for services and equipment I am actually using and that when an error like this is identified, it is Frontiers responsibility to do right by it returning the erroneous charges I have paid over the last almost 2 years in good faith that Frontier was sending me an honest bill.

I paid a deposit to get internet service they have done multiple no call no show for appointments. Made promises to credit my account for the miscommunication. This order has been out since December 9 th 2019 it is now 1/29/2020 and they no called no showed again spent over 2 hrs on the phone with no solution

I cancelled my service with Frontier the end of June due to poor service and requested an equipment box to return their equipment. Since then I have made several attempts to get an
equipment box from them to return their equipment. I have called and chatted with them on their website. I did not finally receive a box from them until the end of November and
returned the equipment. I received a text msg stating it was received. I waited for my refund in the amount of $394.95. I chatted with Jonell on their webpage and was told she would put
in for the refund and would contact me to let me know it had been done. I have not heard from anyone, have not received my refund, and I am tired of being treated like I haven't done
what was asked of me. I have made every attempt to send their equipment back to them. I have been more than patient and now I am done asking them to do the right thing. I want my
returned including the fee they want to charge me to leave them. It shouldn't take 7 months. I want my refund ASAP.

I called on Dec. 27th 2019 to transfer my service to a new address. I setup an appointment for Jan 16th 1-5pm. At 2:32pm I received a text saying they overbooked the tech's and would not be able to install my service. I called and spent 2hr+ on the phone before being able to reschedule for the 24th. I requested a call back from the retention department but never received one. The morning of the 24th I contacted frontier to confirm the installation time. I was told the appointment was cancelled because there was no contact number. The appointment was rescheduled to Dec 28th 1-5pm. Jason from the retention department credited my account and contact dispatch. He assured me that my install was listed as high priority and would not be canceled again. The day of the 28th, no install tech showed up; I received no explanation. I called frontier and was told the tech's were again overbooked and my install is rescheduled for the 30th.

Frontier’s services were horrible. After about a week to two weeks from installation I called to seek a resolution. The representative I spoke with was a manager and informed me that when I decided to cancel she will wave any termination fee for my troubles and had waived my installation fee. Upon canceling I spoke with THREE different representatives citing the manager’s name and issue of waiving the termination fee. After becoming very perturbed by continuously getting the termination fee bill sent to me I was told that they would investigate the phone calls to ‘determine if what I was saying was accurate.’ This approximately $34.00 termination fee that’ they were having ‘trouble’ waiving was beyond me. They told me within 30 days I would have ‘a decision.’ Never heard anything and instead received a bill from a collections agency that they sent me to. After all of this I would’ve paid the $34.00 just to never have to deal with the incompetence and poor service of this company. They’re liars and are not doing their job period.

I received a promotional letter from Frontier for internet. The price was 39.99 plus 12 months of *** and 100 *** Reward if I enter a two year contract. While speaking to the customer service representative on 9/18/2019 I asked if there was any additional charges, the agent responded "No". As soon as I got my first bill I called on 9/25/2019 because there were two additional charges, 10 fee for the rent of the router not provided by Frontier as I was using my own and 9.99 charge for equipment delivery that I did not received. I made additional calls on 10/11/2019, 10/23/2019 and 10/29/2019 to verify the status of the waive of this additional fees. Several times I requested to speak to supervisor because in each call I was told something different, that finally on 10/29/2019 I decided not to continue arguing about the $10 monthly fee and spoke with Eric in the billing office in New Heaven Connecticut, whom confirm that after 3 months of paying my bills on time I would received the code needed for *** Time and a *** card on the mail.

Today 01/28/2020 I called to get an update on the status of my $100 *** card and *** 1 years membership code. After two hours of been transfer to other people that never helped I was also given a number to call , this number is not even for frontier is for a vacation getaway hotline. I called back to Frontier the person that helped told me that I didn't have the promotional items because I was not on a contract. When I told her to double check because if I was not on a contract I was going to switch providers, she came back said that I do have a contract but I didn't have the promotion. There has been so much misleading information from this company. I am stuck in a two year contract when they are not doing their part. The price of 39.99 was not respected and now Frontier is saying that I also don't have the promotion that it was promise. I still have the letter I received in the mail with the promotional price and rewards.

My bill increased from paying $30.82 a month to $56.68. I was told that my bill would increase from $30.82 a month to $39.99 + tax for my same service and that information would be noted in my file. Guess what you guessed it no notes were in the file, I gave Frontier, the day, the employee's name and still no resolution. I am so fed up with their customer service I could scream, a business should NOT be allowed to do this. I was told someone would get back to me, havent heard anything back from Frontier. I see its not only me having problems with them. They shouldnt be in business.......Horrible

In December of 2019 I became a new customer of Frontier communication. The first installer came out and said he couldnt install because there was a different cable system in my area (fiber optics) he left without installing. I called to resolve the issue and set up another install. While on the phone to frontier customer service the representative apologized for the inconvenience and offered me to waive the installation fee($75 fee). 1 month later it is still on my bill. I called 2 times to have this resolved and they are unwilling to do so. I know their calls are recorded and I've asked them to review my passed calls to confirm that their agent offered me free installation, but they refuse. Any help with this issue would be greatly appreciated.

My father passed away Oct. 20, 2019. On Nov. 12th 2019 his Frontier Communicatons service was cancelled. The service was inactive the following day Nov. 13th. Frontier Communications has billed November 19th 2019 after the services had been terminated. I have contacted Frontier Communications to try and resolve the billing issue and have been treated in both positive and negative ways. Most recently I was told thst it would take 90 days to review snd under NO CIRCUMSTANCES could I talk with a Manager or Supervisor regarding my issue. The latest event when I tried to push to talk to someone in Management service prrson became very rude and hung-up on me. The conduct of an American business treating customers in the way I was and am being treated is unacceptable. I am just trying to do the right thing on behalf of my deceased father and Frontier Communications has no scruples in business conduct. Yes, they want you as a customer but don’t value anything but the $$$$. It is a shame that they can conduct business in such a negative way. I would urge anyone with similar issues to do what I have done and contact the following Government agencies: FCC, CFPD, FTC.

I have had billing issues every month since I started service. Please review my account (***-5). Starting with multiple missed install appointments, my stated monthly bill kept going up, from $98.xx to $116.xx to #123, then $126 to $135 per month. I got a different price for the same package from every rep I spoke with, including a supervisor (Douglas) who lied about the package I was getting and didn't tell me some of the optional charges were in fact, optional. Then on my December bill, I started being billed for non-returned equipment. I called in and spoke with Donna ( 12-12-19) who said she would put in a dispute for $115.02. In January, it still hadn't been processed, and I called in (1-13-20) and spoke to Theresa (extension ***) who put in for it to be removed. I also asked for a credit for the remainder of the month's bill for all my trouble and time spent calling in on all of these issues. On January 28, 2020; nothing had been done. I called in and spoke to Ian, and he spoke to his supervisor who said they would credit $115.02. Nothing had been done, still!!! I reminded him of the late fee, he said he would waive that too. Now, if it were this easy, why didn't they do this to begin with on 12-12-19? I have spent numerous hours on the phone with Frontier, from getting a technician to actually show up, to ironing out my billing and package, plus the unreturned equipment charge! I think a little compensation is in order. A credit for one month's service is sufficient, to me, at this time. Also, I would like an apology for nobody following through on all the times I've had to call in about issues.

I recently had issues with my service only to find out that billing was charging me $9 late fees . This Was a problem when I opened the account for the 1st time In 2017. they were charging me late fees because they had two billing accounts opened under my name. To avoid that problem I set up an automatic pay monthly to frontier. I never received a bill by USPS or by. E mail. Frontier rep said the paper bills are being sent to Davenport Iowa. They try to convince me that I was receiving emails monthly for billing ,which is false. The representative stated last month is the 1st late charge. That is false I have been charged $9 monthly since 2018. Because I was not receiving bills and no one inform me of such late charges I should not be responsible for their mistake. They stated the phone number on file was disconnected this phone number on file was never my phone number.

In the beginning of October 2019 I contacted Frontier because we were continuosly losing signal on the television, internet and telephone. I was informed that they were having problems in my area and that they were working on it. The problems continued and when I called again I was instructed how to reset the router and they tried to trouble shoot through the phone. From the beginning of October to when I had the services cancelled the connection would freeze every 10 minutes. It was so bad that my daughters would lose their school work on the computer because the connection was lost and their work wasn't saved. On several occasions I had to take them to the library for them to complete their school work. This was completely unacceptable. Unfortunately, the problem continued and after calling Frontier several times for hours at a time trying to resolve the problem I decided after 19 years to change cable providers. I was told that they were going to issue me a credit for the timeframe in October that I had intermittent service. On November 16, 2019 I called to have my services terminated and requested the prepaid label to return the equipment . I was told that the service would be cancelled on the next business day, which was 11/18/2019, that the label would be sent to me and that they would prorate the month of November. When I logged in to pay my bill in December I was shocked to see that my bill was $470.95. This bill did not reflect that the credit for October nor the proration for November. In addition, I never received the prepaid labels to return the equipment[. When I tried to call Frontier to discuss my bill, the automated system would ask me for my account number and since I was no longer a customer the message would say that my account could not be located. I attempted to reach Frontier five more times. The third and fourth time I had to select the options to start a new service in order to get a live person. Once I explained why I was calling I was transferred to the "correct department" and both times I would get a message that they were closed and for me to call back during regular business hours. The last time I called was on Thursday, January 23, 2020 and refused to hang up until I was connected to a Supervisor. I was on the phone for 3 hours and 59 minutes! I was initially told that because my account was sent to collection that they were unable to help me. It was the first time that I realized that my account had been sent to collections. I was very surprised and upset since I had received the bill in December of 2019 and had tried to resolve this issue several times with no success. The supervisor (Danielle) informed me that the credit that was submitted for October 2019 was not approved because the representative had submitted the request as a courtesy adjustment and not as a loss of service request. She then told me that Frontier no longer prorates the account when the service is terminated. I told her that it was unfair to be charged for the terrible service we had in October, beginning of November and that it was a complete rip off to charge me for services I no longer had. She tried to apologize and said she understood and agreed with me but that was the company's policy. I continued to tell her that I feel that it is unfair to charge someone for services that they did not receive and that it is really unfortunate that this is how they treat a loyal customer of 19 years. I told her that the company is so busy trying to get new customers that they completely ignore current loyal customers like myself. I told her that I wanted my account adjusted and recalled from the collection agency. She said that the best she could do was submit a request for a $121 credit, but that she couldn't guarantee that it would be approved. When I asked her to contact the collection agency to recall my account she said that she was unable to call them from her line, which I told her I thought was ridiculous since they are a communications company. She then tried to have someone else in her department call from their line and after being on hold with them for 28 minutes the call was disconnected. She apologized and told me to call the collection agency on Friday, January 24, 2020 and inform them that the account is in the middle of a dispute so that they will stop the collection process. She provided me with the collection agency's number and told me to check my account online on Tuesday, January 28, 2020 to verify that the adjustment was processed. I checked my account and the adjustment has not been processed nor have they contacted me to inform me that it was not approved. Since October 2019 when the problem originally started I have spent over 10 hours on the phone with Frontier and the collection agency. At my hourly rate at work of $49/hour I believe Frontier owes me money. I have been inconvenienced throughout this whole ordeal and the frustration and stress that I have been put through is completely unacceptable. As bad as the inconvenience, frustration and stress has been on my family and I the worst of all is how I have been treated by Frontier after being a loyal continues customer of 19 years. To send my account to collections after one month is unbelievable. I have tried to resolve this problem on my own and can no longer waste any more time on the phone repeating my situation. It is my hope that your office can help me reach a successful resolution. Thank you.

On January 13, my husband set up an internet install at the home we'd just purchased, and the install date was January 17 between 1 and 5 pm. My husband took the day off to be there when they arrived. No one showed, and when he called about it, they told him the address had been marked as "suspicious." When he asked what that meant, they fumbled around and said they'd need someone to check into it. He asked to speak with a supervisor, but was told none were available. He actually drove to the local Frontier business only to find out that it's just a hub for the install crew apparently, and it's not open for the public. Someone did call him back on January 21 saying there was already an active account at that address, and my husband explained it was an estate of a deceased lady. They seemed to be okay with that and rescheduled the second install date for January 24 between 9 and 1, so my husband took ANOTHER day off to be there. I also called the morning of January 24 to confirm yet again since they hadn't yet shown by 11, and the CSR confirmed the install was still ordered, but for between 1 and 5. OK. Yet AGAIN, no one showed, and no one called. I called at 5 to report. I was told the same thing: there was already an active account for that address. I explained that we'd been through that the previous week, and it was apparently resolved since the install was rescheduled. She informed me that I'd need to get the seller to cancel the account before we could establish our account. I told her we had never met the seller and we didn't even know where they lived. Plus, the house had been vacant for at LEAST three months before we moved in. Like every other CSR we'd talked with, she was VERY apathetic even going so far as to sigh very loudly during our conversation as though I was being unreasonable. She put me on hold for OVER 15 minutes. I'm guessing she thought I'd hang up, but I didn't. When she returned, she said she'd left a message with the current account holder, but there was nothing she could do. I asked to speak with a supervisor, and she informed me none were available (just as the prior week). I told her I'd like her to schedule a call from a supervisor, to which she gave an audible long annoyed sigh, and she said it would be Monday, January 27, before someone would call. She asked if I still wanted the install set for Monday, January 27, and I said, "Sure. I doubt anyone will show anyway." At that point we thought we had no other provider options (it's a small town in the NC mountains). But, we did find another provider, and we've set up our internet service with them. I called on January 27 to officially cancel the order with Frontier, and when the CSR asked my reason, I gave him the ***'s *** version to which he responded, "All you have to do is fax us proof that you are the new residents of the home." NO ONE, in the course of NUMEROUS conversations, had told us that. If it's a policy to not install a new service at a residence with a current account, fine. My BIGGEST issue is that we took time off from work in good faith that an appointment was scheduled, and NO ONE bothered to call us either time to say they weren't coming. This company has SERIOUS customer service issues. NO ONE was helpful, and all we got was the runaround. Possibly the WORST company we've ever dealt with. I see now why they have a Revdex.com rating of F.

They charge lots of hidden fees which is not shown on advertisement, as known as Fraud.
Worst customer support I have ever experienced.

I have made multiple attempts to avoid the Modem rental charge assessed by frontier. I was only allowed to do so after requesting a supervisor who never made it on the line and an agent sent me a box with *** tracking information to return the modem in 2019. As of January 2020 I was assessed a modem rental fee for product I do not use. I attempted to call to correct the issue and an agent refused saying there is no way for me to avoid the fee even though I have returned the modem. Based on previous options and current offerings this information was a false statement. On top of that my request for a supervisor to attempt to resolve the concern was met with " a supervisor is not available... they are busy doing other stuff..." This response is unacceptable and Frontier has failed to provide a reasonable means to avoid this fee. I current have been assessed the modem charge along with the taxes involved with said fee.