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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Due to wrong installation from technician on 12/7/2019 (Saturday), sales agent from Frontier called me on 12/9/2019 (Monday) to inform me there was an issue for my account but I didn't get the call. 12/10/19 (Tuesday) I returned the call to Frontier and learned about the wrong service was set up to my account with higher rate so I decided to cancel the service. 12/11/19 (Wednesday) I spoke to John (employee ID#***) to confirm my service was cancelled with confirmation #***. Although it was not my fault to get the wrong service, Frontier billed me 2 months of the bill and refuse to correct the problems.
Thank you for referring the
complaint of Ms.
*** to our office for review. We appreciate Ms. bringing this
matter to our attention.The Complaint states that:Ms. states that she
did not get the services she was promised and cancelled her account. Ms. also states that
she had the service for 3 days and was billed a full month.Frontier has investigated the above
statements and offers the following response:Frontier has investigated
Ms.’s account and did find the service was disconnected within 3 days.Frontier normally requires
an amount due of one month minimum, however Frontier did adjust Ms.’s
account and currently has an amount due of $33.32.A Frontier Representative
advised Ms. of the above via email and provided direct contact
information.Frontier apologizes to Ms.
*** for the problem with her services and hopes that she will consider
Frontier should she need services in the future.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. For your reference, details of the offer I reviewed appear below.
Although Frontier reviewed my case and offered the discount to make a new balance of $33.32, I am not quite sure how does the balance come out as I literally request to cancel the service within 3 days. Original service package I signed up with Frontier was $59.99 per month with additional fee to cover rental equipment which are $11 per month for cable box and $10 per month for router. I agree to pay for the 3 day service with prorated rate to cover the service and equipment but total shouldn't be $33.32. I like to have Frontier to share the details of the charge before I remit the payment.
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. states that she
did not get the services she was promised and cancelled her account. Ms. also states that
she had the service for 3 days and was billed a full month.Frontier has investigated the above
statements and offers the following response:Frontier has investigated
Ms.’s account and did find the service was disconnected within 3 days.Frontier normally requires
an amount due of one month minimum, however Frontier did adjust Ms.’s
account and currently has an amount due of $33.32.A Frontier Representative
advised Ms. of the above via email and provided direct contact
information.Frontier apologizes to Ms.
*** for the problem with her services and hopes that she will consider
Frontier should she need services in the future.Frontier has reviewed the
credits given and made an additional adjustment. The balance owed is for $8.10. 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 installer came and drilled a hole in the house even if the existing hole existed.
Ran cable is visible from the street. Let unpainted section exposed.
Contacted Frontier several times and was told someone will come over to verify the claim and they never did
February 10, 2020
RE Case: ***
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. advises that he had services installed by Frontier and left damage to his property.
Frontier has investigated the above statements and offers the following response:
Frontier advises the information has been escalated to the appropriate department for handling. Frontier will me scheduling an appointment with Mr. to address a few items. Once this is completed we will manually follow up to ensure satisfaction. We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
I had an appointment to get my internet set up on the January 20th. Their was a note in the file stating that I would be home from work at 4:30 pm. So the technician would have to come at that time to install my internet. Whic I was told that would not be a problem. On the 20th I have a voicemail from you technician at around 2pm because he should up earlier than what he was sopose to because no one knows how to follow simple instructions. He tested the connection all the way to my door. Which is fine but if he would of should up at the correct time he would known that I don’t have a phone jack. So right now I have no internet that I am getting charged for. I have called and complain several times. I have spoken to managers I was told that someone from the service department would call me within 48-72 hours to set up a time to come instal the phone jack and finish getting my internet installed which has failed to happen. Why should I pay for a service that I can’t use. If they are not going to resolve an issue to fix the problem to simply get internet install correctly
Thank you for referring the complaint of Travis *** to our office
for review. We appreciate him bringing
this matter to our attention.In the complaint Mr. expressed concern regarding with the
installation of his internet, missed appointment, promises to have his calls
returned and never did, billing for services he did not have and the need for a
jack to be installed.Our record indicates the Mr. had a service order, which was
initially scheduled for January 20, 2020. According to the remarks on the order, the technician was dispatched on
January 20, 2020 and he indicated he ran jumpers, service good to the Network
Interface Device (NID), left a modem and called customer three times, with no
answer. There was no answer at premise,
so technician completed a cold install. The technician indicated he left a
message for Mr.. On January 27, 2020 a new trouble report was created and scheduled for
January 31, 2020. On January 31, 20120,
a technician was again dispatched but was unable to reach the customer. The remarks indicate he completed the ticket
as ordered. Attempts to reach Mr. have been unsuccessful but my contact
information was provided when voice message was left. Should Mr. wish to discuss this matter further, I can be reached
at EXT 111-3143.Sincerely,Felicia TExecutive Customer RelationsFRONTIER COMMUNICATIONS
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 14117797, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Travis ***
I would like to inform that I did not miss my appointment on January 20th. In their file I request for technician to come after 430 and they told me that would work for me. So the technician did not follow the work procedure on the time he should be there and I called the technician back after the voicmail. When I complained to the company about not having a phone jack they said they would cover the install fee and would call me back to set up an appointment. I had to call and set the appoint up for January 31st. And they said I would have to cover the fee because I was the one that miss the appointment all because someone could not follow a simple work order. Felicia has called and left me a message at this time I have not been able to speak to her I have left her a message trying to get in touch with her
Mr. expressed he did not miss his
appointment on January 20, 2020. He
requested the technician to come after 4:30 PM and was told that would
work. The technician did not show after
4:30 PM, so Mr. called the technician back. He complained to Frontier and informed them
he had no jack, was told the installation fee would be covered, and Frontier
would call him to reschedule. However,
Mr. called to set up the January 31, 2020 appointment. As stated in original response, the technician remarks indicated he did
go out on January 20, 2020. However, the
work he completed was outside. The
technician did not gain access into the house. The technician indicated he ran jumpers, service good to the Network
Interface Device (NID), left a modem and called customer three times, with no
answer. There was no answer at premise,
so technician completed a cold install. The technician indicated he left a
message for Mr.. The customer
requested a 4:30 PM appointment but the time on the ticket shows an appointment
time between 8:00 AM – 12:00 PM, which was prior to the time requested by Mr.
***. Regarding the installations fee, the credit was applied to the account
for the Technician Installation for $75.00, Equipment Delivery and Handling Fee
of $9.99 and $28.84 for any missed appointment. The customer has a new balance
due of $39.95.On January 12, 2020, a call was made to Mr. but again we were
only able to leave a message. Please know
we are here to provide any needed assistance and if we have failed to address
any matter, please advise.
When I moved, instead of transferring my existing account, Frontier started a whole new one for my new address. They apparently forgot to cancel my old service and I was charged at my old address for a few months. I called as soon as I found out about this and was assured it would be corrected. I just received a letter from a collections agency stating I owe frontier for the account which wasn’t transferred properly. As this is incorrect I have contacted frontier. When I call I am transferred from person to person until someone will say “let me speak with my supervisor” then the call ends.
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 requested a transfer of his Frontier
service to the address he was moving to, but Frontier set up a new account
for the service at the new address.The service at the former address was not terminated, which
resulted in overlapping charges. Mr. advises that a billing adjustment needs to be issued for
the service at the former address that should have been turned off, and
that the account gets taken out of collections. Mr. advises that he is unhappy with the service he received
when he called Frontier’s customer service.Frontier has investigated the above
statements and offers the following response:Frontier advises that a new account was started for service at Mr.
***’s new address, which was installed on August 16, 2019, but continued
billing him in error for service at the former address until September 2,
2019. Frontier advises that a credit was issued for the unused days of
service at the former address, and the balance has been updated on the
closed account. Frontier apologizes to Mr. for his customer service
experience. Frontier is working
opportunities to alleviate customer frustration related to customer
support.Frontier spoke with Mr. on January 28, 2020, advised him of
the credit on the account, and provided him with his remaining balance. Once the collection agency notifies
Frontier that the balance has been paid, Frontier will advise the customer
once the account is showing as paid in full on their end. Mr. was satisfied with the
resolution. 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.
I had Frontier Install a Modem in October and paid $331.00 in full and the check was cashed 10/25/19.The IT tech couldn't get it to work so they sent me a box to ship it back which I did and was told id get a credit in three months. I called exacly 01/25/2020 and they said not only I wasn't getting paid that I owed $9.00 dollars more that they sent it to a Dept collection agency. I would like to get this resolved as soon as possible. Thank you
Thank you
for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.The
Complaint states that:Mr. states he was billed for a router
that was returned. Frontier
has investigated the above statements and offers the following response:Frontier advises we received the router and have applied the appropriate credit for the router as well as the shipping and handling fee.Frontier spoke with Mr. on February 3, 2020 and advised on 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 went to order service today waiting on the phone for over an hour and a half. While on the phone I received a text saying low balance on my banking. I checked to realize FRONTIER COMMUNICATION CHARGED MY BANK ACCOUNT 9 TIMES IN A ROW FOR $76 EACH. Been trying ALL DAY TO GET MY MONEY BACK IN MY ACCOUNT
Thank you for referring Ms.’s concerns to our office for
review. We appreciate her bringing his concerns to our attention. Ms. states that:Ms.
states that Frontier debited her account for $684.00 Ms.
*** is asking that money be refunded to her account.Frontier
has investigated the above statements and offers the following response:Frontier has found
eight payments; all of the payments has been reversed. Ms. has
confirmed that two are already reflecting in her bank account, remaining should
be completed by 02/14/20Ms. has my
direct info and is welcome to contact me if she does not see money
returned to her 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,Customer
relations.
Continuing downed telephone service with no and poor communication with no compensation. Live in remote area and when hard line goes out it takes over a month to fix with poor record keeping at vusiness and no monerary compensation. If cell service was down we would be unable to.call 911 for elderly husband with very.severe health.conditions.
Thank you for referring the complaint of *** to our office for review, we appreciate her bringing this matter to our attention.
According to the complaint, Ms. has experienced phone service concerns.
Frontier investigated found trouble tickets account for the phone service concerns. A Frontier service technician was dispatched to the customer's terminal and repaired cabling which addressed the service concerns. Time out of service credit applied to the account after confirming service working.
Frontier spoke with the Ms. husband to confirm service is working properly at which time, they were advised of credits to the account. Please allow 1-2 billing periods for credit to post.
Frontier apologizes for any inconvenience the above matter caused and trust this information will assist you in closing this complaint.
Sandra P.
Frontier Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***The company phoned my husband instead of me and I also received my monthly billing and was surprised to find an additional charge for services to fix their problem. I would also like to see the first credit that they claim I received????? They assured my husband they would credit the additional charge on my new bill which I never should have been charged for in the first place. Worst Company I have ever dealt with.
Thank you for referring the rebuttal complaint of *** to our office for review, we appreciate her bringing this matter to our attention.
According to the rebuttal complaint, Ms. has experienced phone service concerns and would like verification of credit.
Frontier investigated previously advised trouble tickets account for the phone service concerns. Frontier spoke with the Mr.. *** husband to confirm service is working properly at which time, they were advised of credits to the account. the credit posted on the March 1, 2020 bill date. Attempts to reach Ms. to further discuss the complaint was unsuccessful. Voice mail messages were left which provided a direct contact should she have concerns.
We trust this information will assist you in closing this complaint.
Sandra P.
Frontier Executive Relations
I was on the phone with Frontier today for over a hour and a half. Next thing I know I get a text message saying I have a low balance. FRONTIER COMMUNICATION CHARGED MY CARD OVER 9 TIMES IN A ROW FOR $76 THATS OVER $600. BEEN ON THE PHONE ALL DAY WITH FRONTIER NO LUCK RETUNING MY $$$$$$$$$$$$$$$
Since dec 2 I have had 7 support tickets and multiple phone calls to get my internet service fixed to no avail. Hi
Thank you for referring the
complaint of Sharon
*** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms.
states that she has experienced issues with her internet services from
Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises that a
repair was completed on January 28, 2020, the line tested good and the
technician confirmed modem is set up correctly; however, the module was
replaced in the network interface device.Frontier advises that an out
of service adjustment has been applied to Ms.’s account. Frontier spoke with Ms.
on February 3, 2020 who confirmed her services are working.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result
of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I attempted to move my service with Frontier from one location to another on 10-11-2019. There were to work orders established and never completed. No one ever showed up at the house or contacted me from Frontier. After 3 wks of no internet service, I asked that they cancel the work order and service. We never received any new services from Frontier after 10-15-19 when we had moved to the new location. Now they have billed me for $179.00 of services NOT RENDERED. It is now in collections. I have MADE multiple attempts to resolve this with Frontier by phone, internet, email, even social media with no resolution! I need help please!
Thank you for referring the complaint of
Ms. Bambi
*** to our office for review. We appreciate Ms. for bringing this matter to our attention.According
to the complaint:Ms.
*** advises she has been billed for services that were never installed.Ms.
*** advises that her account has been referred to a collection agency and
requests that this be deleted from her credit report.Frontier
has investigated the above statements and offers the following response: Frontier
determined that Ms.’s services were never installed at the new address.Frontier
has applied a credit adjustment to Ms.’s account in the amount of $169.78
and has requested that the credit agencies close the account and update the
credit report.Frontier
communicated the above information and provided direct contact information via phone
message.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of the
above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I checked my credit report last year around August I noticed errors on My report. I reached out to *** and the alleged creditor Frontier Communications about this error. I let them know this accou t doesnt belong to me please remove, they didnt respond until the 3rd letter *** stated debt validated. Frontier never responded I continued to write 2 more times until I learned proper procedures when dealing with fraud. So I sent police reports to ***. Still same response so I reaching out for guidance and assistance in this matter to remove this error on my credit report.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. advised he has a negative mark on his credit report for a Frontier account that is not his.
Frontier has investigated the above statements and offers the following response:
Account notes indicate the information is correctly credit reported. Frontier attempted unsuccessfully to reach Mr.. We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
I have reviewed the response made by Frontier but I have attempted to contact this company multiple times via usps mail to ask for removal because the account doesnt belong to me and was made fraudulently.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. advised he has a negative mark on his credit report for a Frontier account that is not his.
Frontier has investigated the above statements and offers the following response:
Account notes indicate the information is correctly credit reported. No additional information was provided by Mr. to warrant a change in Frontier’s decision. We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
I contracted service for internet and phone in Dec. When I received my bill, I noted that I was being charged $6/mo for unlisted service which I never authorized. I promptly called Frontier to have the charge removed before I paid the bill. I was told while on the phone with the rep that the correction was made and that I should see the change in amt then..I did not. After resetting and logging in and out I was told that due to the holidays it would not show up for a few days., I waited until after the new year and went in again and saw the charge had not been removed. I called again and went through the same process over again and again it was not showing up on my end. This time, the rep told me their systems were slow and that it might take a day or two to reflect in the bill. That was on 1/13. I called back on 1/15 and spoke to another rep. This time, I was told that the account was no longer active and had been disconnected that day..even though I was on line looking at my bill. She couldn't tell me how or why it was disconnected. She also informed me that the original bill now had a zero balance. Of course I wasn't happy with this turn of events. I told her to leave the phone disconnected but to reinstate the internet. You should know that when I originally established the service, Frontier couldn't pull a credit history for me - even though I have utilities, a mortgage (which I was streamlining at the time) and a recent car loan (which they used - I thought to confirm my identity - it did not) I had to download their proof of id form and get it notorized and faxed back before they would schedule the install date which I did. When this rep came back on the line, she informed me that they would have to establish new service and that the earliest date they had was the 17th..mind you I'm still looking at my computer screen with internet! She then informed me that I would need to submit a proof of ID before the service would be established. While I did not use profanity I did start yelling into the phone and hung up on her. I went back to my original provider (***) and after 20 mins they were able to reconnect me the next day. Called Frontier last week on the 20th to be sure everything had been disconnected since I hadn't rec'd any further communication from them as to when/how to return the modem. I requested at that time to be connected to a supervisor (which didn't happen). The rep confirmed that service had been disconnected on the 15th but that "for good measure" she would try and put it through again and it went through. I was to receive information to return the modem (to date nothing has arrived). When I told her that I had been told that I didn't owe the original bill, she stated she would have to escalate this and it would take 2-3 wks for a decision. I have since received another bill for new charges for $45.12. The breakdown is as follows: 38.33 for double play (wifi & phone), -2.33 for the router, -6.00 for unlisted (finally removed it!) and 10.. for wifi router from 1`/15-2/14. First of all, the phone was disconnected on the 15th and not reconnected. 2nd, even if wifi hadn't been disconnected on the 15th, I spoke with the last rep on the 20th so there should not be any charge for that either. I called Frontier this afternoon and of course received no satisfaction, only excuses as to why I'm receiving this latest bill. I was transferred, finally to a supervisor but was on hold for over an hour and a half..the call just disconnected.
According to the complaint:· Ms.
*** advises she received a bill after disconnecting Frontier service. Frontier has investigated the
above statements and offers the following response:Frontier
advises that billing begins when the service order is completed. Research
failed to locate any trouble tickets regarding voice service outage.Records
show service order *** completed January 21, 2020 disconnecting
service.Frontier
advises in March 2018 Frontier ended partial month credits for
non-regulated services. Therefore,
the customer will be billed through the end of their bill cycle, Ms.
Stoudt’s bill cycles on the 23rd of each month.Frontier
advises that all warranted credits have been applied to the account. We trust that this information
will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s
response, please contact me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Called 1-800 number to cancel our current service due to selling our house. Service never works to begin with and customer service is absolutely horrible. While on the phone, they wouldn't verify my account with mine or my husbands social security number, and wouldn't allow us to cancel. After being on the phone for seven minutes we asked to speak to a manager, the lady on the phone had said she was the accounts manager and within seconds of her saying that, she hung up the phone on us. We were asking to be refunded for a months bill or have some money deducted due ot not using the service from selling the house.
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 prior to termination, Mrs. was billed (and thus incurred charges) through the end of her billing cycle. Mrs. was eligible to continue receiving Frontier services through the end of that billing cycle.
As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance.
Frontier advises the account was disconnected effective January 27, 2020.
The bill cycle is the 21st of the month. The February 21, 2020 billing statement is not accessible at this time. I will review the February bill once the bill generates and issue appropriate credits if warranted.
On February 11, 2020 I left a message for Mrs. and provided my contact number.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
Impossible to contact and talk to a person and most difficult to pay the bill on line and they charge a service fee when you do
To make this story short - Frontier is billing me for services they could not provide to me. I was supposed to receive installation on January 18 however I did not receive installation until January 20. Within littery minutes of the installer walking out of my house, my internet services went down. I called the customer service line and was put through to a tech in Dallas. He contacted dispatch here and they said they did not have anyone in the area to send to my house. He worked with me for 4 hours trying to solve the issues through line checks router checks, rebooting my system as well as the router. After he was unable to resolve my issue he contacted dispatch again at we
which time he was told they do not dispatch techs after 4:30. A trouble ticket was placed for me and I was told I would be contacted on Tuesday. I received a text asking if I was still having issues, I responded yes and heard nothing else. I placed another phone call and was transferred to another tech who tried everything I had been through on Monday with the exception of a direct connection to my computer without the router, to no avail. I was again told I would be contacted the next day. So after making 11 phone calls and wasting 5 days, I called to cancel my service. I was asked by a young lady in Tennessee to give her a chance to fix the issue. She contacted a special tech within their network who said I had never been assigned an IP number. He went in and did his magic and for about 10 minutes I had a connection. Before I could connect my phone and tablet I lost connection again. I immediately called back and explained the situation to yet another rep and although she understood my situation she said she could do a discontinue of services BUT she could not reverse the charges until Frontier actually resolved the issues. I asked for a supervisor. The supervision said he was a problem solver and he did not have the authority to reverse charges as there was not an open ticket on my account which was showing active. I told him I believed he had authority and I was tired of 5 days of run around and losing time from work. I asked him to discontinue the services. I was told he needed to make me aware I owed $150.00 plus to Frontier as I refused to let them send someone out to my house to resolve the issue. ARE THEY KIDDING ME!!! I think 5 days of remaining calm and giving them every chance to fix the issue is refusing them a chance. In 5 days I spoke with Tom, Jordan, Maria, Tanya, Demetris, a name I did not write down because I was driving and Scott. At least seven people I spoke to and techs they spoke with is giving Frontier a chance. I do not know if this is the right Frontier address as they do not have their address on their forms. My order number was 076318269FT the account number they issued me is 941-714-0811. The sales partner/CRIS ID is 700912. The order date was 01/07/2020. The agent was Chad Westendorf. The original install date was for 01/18/2020 however at 2:00 pm on 01/18/2020 they texted they were having some delays and would not be able to install until 01/20/2020. No phone call a text. I have today spoken to 3 other unrealated people, one a doctor as I was in urgent care, my Pharmacist, and a lady standing in line at the pharmacy complaining about issues with Frontier. One of the ladies told me she had gone with them in April and they gave her the run around until August when her husband disconnected the outside box and took it and their router back to Frontier and he was told he had to contact Frontier for them to send boxes and labels for the items to be returned in. He told them he would mail them back through the USPS and insure them and was told he would not get credit for them unless he used their method. He took pictures of the items on the counter and walked out. They fought Frontier for 4 months to get the charges removed and are still getting messages that they have not returned their router and will continue to be billed until it is returned. He keeps sending them pictures of the items on the counter with the sales associate standing beside them. I am only asking for Frontier to do the right thikng and
Thank you for referring the complaint of Ms. 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 on January 20, 2020 the internet service was installed.
Our records indicate that the customer called on January 20, 2020 and reported the internet was not working.
Frontier advises that the internet was disconnected effective January 24, 2020.
The first bill dated January 22, 2020 total amount due is $157.03. This bill contained prorated service from January 20th to January 21st, 2020 and 1 month in advance from January 22nd to February 21, 2020.
The bill cycle date is the 22nd of the month. The February 22, 2020 bill is not accessible at this time. Once the February bill is accessible, I will review and issue the appropriate credit adjustment. In addition, I will review the March invoice when accessible. Credit will be issued to zero out the account balance. Please allow up to 2 bill cycles for credit to post.
On January 28th and 29th, 2020 I left messages for Ms. and provided my contact.
The customer may contact me directly should she require further assistance regarding this matter.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
I am getting charged an Early Termination Fee and Residential Broadband Processing Fee that I was never informed of when cancelling my cable and WiFi service this month. I directly asked about any fees in the first call I made to cancel my services and I was told there are no cancellation fees. The second call I had with this company, a week later, I was informed about the Residential Broadband Processing fee ($9.99) and told that this was the only fee I will take on for cancelling services. A few days later, I received two emails, sent a day apart. The first email informed me of getting back my initial deposit that I paid when signing with the company ($250.06) and getting the broadband fee ($9.99) taken out of that. The second email came a day later and charged me $169.74 out of the deposit as well based on “Early Termination.” I then called Frontier again for another lengthy call and informed I was given a discount when I signed up for agreeing to a 24 month contract. I was not even sure I was going to live in my current apartment past the first 13 month lease at the time so I had no intentions of signing any cable contracts and definitely did not agree to one for 24 months. In fact, at the time I signed up it was over the phone with a salesman that lied to me and told me I was receiving New promotion discount without telling me about the contract. Basically, I was forced into a contract under unexplained terms that didn’t fit my needs at all and am now getting charged fees that I have been misinformed about multiple times. These fees are due to me taking my services elsewhere and have been tacked on individually over the course of the month.
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 is going to be charged an Early Termination Fee and
a Residential Broadband Processing Fee that he was never informed of when
cancelling his services with Frontier until he received emails advising
him of the charges.Mr.
*** advises that he never requested or agreed to a contract for 24
months. Frontier has investigated the above
statements and offers the following response:Frontier advises that Mr.
*** was receiving monthly discounts for new customers which included a term
contract for 24 months.Frontier advises that the
Early Termination Fee has been waived so Mr. will not be charged. The Residential Broadband Processing fee will
be charged on his final bill. This 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 with Mr.
*** today, February 6, 2020 and advised of the above and he is satisfied with
the resolution.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.
I strongly doubt the integrity and value of of Froniter communication. It's cheating, unclear, and not transparent with its customer. My personal experience is described below.
1. I have been with Frontier for about four years. Recently, frontier keep raising my rates a couple of times, since April 2019, and again Oct 2019. I called but they cannot lower my rates, so I decided to switch.
2. I called to cancel the service on Dec 30, at that moment I was told that a disconnection will be charged and I will get the final bill. I requested the associate to provide contract regar*** the disconnection fee, he refused provide so but still insisted on the charge.
3. By today Jan 25, I haven't received the final bill. I called today and was told that even though I cancelled the service on Dec 30, Frontier still charges for the full billing cycle. I only used the service for 5 days in this billing cycle but still have to pay full. What matter most is that when I cancelled the service, the associate did not tell me this policy, very untransparent and deceiving.
Frontier
has investigated the above statements and offers the following response:Frontier
advises that prior to termination, Mr. was billed and thus incurred
charges through the end of his billing cycle. Mr. is eligible to continue
receiving Frontier services through the end of that billing cycle. The account
was terminated on January 24, 2020.As
stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services
is effective the last day of your billing cycle. Services will be available
through the end of the billing cycle for which you have been billed in advance.
No partial month credits or refunds will be provided for previously billed service
subscriptions.Frontier
also advises there is a fee of $9.99 when a customer discontinues broadband
service. This fee covers the cost of processing the disconnection of the
service at the central office or remote facility. Information about Frontier’s
Terms of Service can be found at (https://frontier.com/corporate/terms).Frontier
states a bill statement generated on January 25, 2020 in the amount of $78.97
with a Balance Forward of $68.98. Frontier
received a payment on January 31, 2020 for the amount of $9.99 reducing the
balance to $68.98. Frontier states current balance due of $68.98 is valid.We
regret any inconvenience that *** may have experienced as a result of
the above matter.
I canceled their internet service on 11/29/2019 and has confirmed by Frontier.com. My bill was up to pay through 12/12/2019. So I called their customer service line. Their answer was pay the total amount first, then I will got a unused portion of payment credit on next bill. But it didn't happens. Instead I received a bill charge ($9.96) for service cancellation. I called them up again and asked where is my unused payment credit. The Rep. Patricia ( ID: v_apb214) promised that credit will show on next bill and I do not to pay the cancellation charges because my credit amount way bigger than the charges. I patiently waited another month. But came up a bill has no any credit, instead it emphasized the "over due" charge with threaten for collection process. How rude they are! Then I went to their chat screen with Rep. John about the issue. After he checked my account, he instructed me to "wait and do not pay" for the bill. He will escalate the case and document it in my account, and I will get an answer from them before next bill. I hope this Rep. told me the trues, not as previous Reps. gave me the false promises.
Thank you for referring the complaint of Mr. 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 on November 29, 2019 Mr. contacted our Customer Service department and requested to disconnect his Fios internet account. During this contact, the CSR explained the balance due and that there is a one-time charge of $9.99. The account was disconnected effective November 29, 2019.
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.
The November 13, 2019 billing statement total amount due was $54.84 for services charges from November 13th to December 12th, 2019.
Please note that Frontier bills through the end of the bill cycle date. There is no partial or prorated amount when accounts are disconnected. The Frontier
The Residential Broadband Processing Fee of $9.99 posted to the December 13, 2019 billing statement.
The current balance is $9.96. The charges are valid and sustained.
On January 29, 2020 I relayed the above information to Mr.. During this contact, I explained to Mr. that no credit is warranted. I explained to Mr. that Frontier bills through the end of the bill cycle date. Frontier does not partial or prorate. The customer is not satisfied.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First, I have agreed to pay the disconnection fee($9.96) at the first conversation with Frontier Rep..Why I did not pay later, because I was advised "to wait till next bills (3 times) which will show the unused credit on the bill"by several Frontier Reps. (see the previous letter).
If Frontier has no prorated refund policy (this properly the only one in the country), why would you tell me at the first place? Your Reps. keep cheating customers that have no any responsibility and apologize?
Attached is a last chat copy with Frontier Rep. John for your reference.
Regards
Thank you for referring the complaint of Mr. 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 on November 29, 2019 Mr. contacted our Customer Service department and requested to disconnect his Fios internet account. During this contact, the CSR explained the balance due and that there is a one-time charge of $9.99. The account was disconnected effective November 29, 2019.
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.
The November 13, 2019 billing statement total amount due was $54.84 for services charges from November 13th to December 12th, 2019.
Please note that Frontier bills through the end of the bill cycle date. There is no partial or prorated amount when accounts are disconnected. The Frontier
The Residential Broadband Processing Fee of $9.99 posted to the December 13, 2019 billing statement.
The current balance is $9.96. The charges are valid and sustained.
On January 29, 2020 I relayed the above information to Mr.. During this contact, I explained to Mr. that no credit is warranted. I explained to Mr. that Frontier bills through the end of the bill cycle date. Frontier does not partial or prorate. The customer is not satisfied.
Frontier maintains its initial response.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
Late 2019 I changed my service to internet only to which I was quoted $65/month exclusion of taxes. I received the first bill in December to which I made a formal compliant and requested Frontier to review their recordings of my interaction. I was told this will be reviewed and actions will be taken appropriately.
I received another billing in Jan 2020 and the billing is still not reflecting appropriate quoted amounts. I called again to compliant and requested to talk with a manager. The representative informed me that I would have to wait a minimum of 30min and that her manager can't do anything that I should pay the billed amount. I suggested that Frontier pull the recording of my interaction when the service was requested. Frontier is yet to resolve my issue. I have an email confirmation of the quotation that I can share should frontier want and yet the denial continues.
Frontier has investigated the above
statements and offers the following response:Frontier advises the correct pricing for the services Ms. subscribes to is $80.00 per month plus taxes and surcharges.Frontier spoke with Ms. on February 4, 2020 and advised of the above.Ms. agreed to a one year term commitment to make 500/500 FiOS internet 70.00 before equipment, taxes and surcharges.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.
They add extra charges without you knowing. (Fraud). When calling billing have at least an hour.