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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Nov 11th 2019 I had internet problems..nov 23-26th fromtier tech came out..I pay for the highest speed available and get nothing but buffer issues. He calls drops a modem off on my porch and says it's fixed, it wasn't. I call in again Dec 5th, same prob, buffer issues, disconnects n really slow speeds. Now I live less than 1200 feet from the terminal hub, you'd think I'd have the best available...fromtier schedules a tech for the 11th of dec..I take that Friday off.work and the sob don't even show up..8am-12noon I call back in get promised once my internet is fixed 2 get credited that month...monday, not.being scheduled I get a text from the tech working on my problem..I never get confirmation that the job was finished..he texts me n says the prob is my.modem, wow.another 1. Makes 3 I got now..24hrs later my service.goes completely out. I call back in spend another 2 hours on the phone, getting another promise of a credit..but this time the bill is late, they wave the 9.00 late fee and I pay it..itll b taken care of sir, another tech. I pay Just the late month, nothing more..by the way every service rep I ALWAYS ASK 4 A SUPERVISOR N GET DENIED. over 115min wait after the call...I have a screen shot of a call on hold and me adding a call n it being 50 minutes.. *** every time. Dec 23rd tech is dispatched, I take that day off doesn't show, texts me I can't make it I'll send another tech saturday...saturday u sob's don't work on saturday...I call back in Monday they're supposed 2 b out..I get the msg saying it's being worked on but no confirmation..I was pissed. I call in again in Jan this time a supervisor from a district came down..my wife let them in. They swapped my modem again..12 hours later they shut my *** internet off 4 NON PAYMENT 138.00 total. Dec plus Jan shut it off. I'm going off, get another promise of the my whole amount but I have 2 pay Dec 2 turn it on. Still isn't fixed. FRONTIER SERVICE DEPT TOLD ME THAT OUTA THEIR OWN MOUTH EVERY TICKET CREATED WAS NOT FIXED..I HAVE EVERY TECH'S NUMBER THATS BEEN 2 MY HOUSE..IM DONE
Thank you for referring the complaint of *** to our office for
review. We appreciate him bringing this
matter to our attention.In the complaint Mr. expressed concern regarding internet issues
that began November 11, 2019. Frontier
has scheduled repair tickets but have missed due dates without any
notification. He always requested a
supervisor, but his requests have been denied, he has been left on hold and
service disconnected for non-payment.Our records indicate the customer has had four trouble tickets between
November 21, 2019 – January 17, 2020. The November 21, 2019 trouble ticket indicates the technician replaced
the modem and lines were good to the Network Interface Device (NID). The cause of trouble indicated a sync issue,
and trouble was cleared, and the ticket was closed November 22, 2019.On November 24, 2019, the customer reported frequent disconnects. The technician indicated there was bad cable
pair, which he repaired and cleared the trouble. This ticket was closed on November 26, 2019.On December 11, 2019, the customer reported frequent disconnects. The technician dispatched indicated he was
unable to meet the due date on December 13, 2019 due to unforeseen
circumstances. The ticket was
rescheduled for December 16, 2019. The
technician indicated he replaced a card, due to carbon. The last ticket was reported January 17, 2020, and the trouble was no
Digital Subscriber Line (DSL) Sync. The
technician was dispatched on January 20, 2020 but found no trouble. This ticket was closed out also on January
20, 2020.*** was disputing charges for the service issues he has experienced
for the past three months. The customer
was credited for November and December, and late fees. However, on January 22, 2020, the customer
was suspended. He was required to submit
payment $65.00 to reconnect service. He
is now disputing having to make this payment. Frontier credits Time Out of Service (TOS), but not for lapse in
service. An outage is constituted by
24-hours or more without service, and trouble reported. When service is intermittent, there is
generally no credit issued.As a courtesy, *** was credited the $139.01 for the past two months of
difficulty he experienced with his Frontier internet service. There is no additional credit warranted for
this account.Attempts to provide the above information were unsuccessful. Should *** wish to discuss this matter
further, I can be reached at EXT ***.Sincerely,Felicia TExecutive Customer RelationsFRONTIER
COMMUNICATIONS
Started paying for advertised "high speed" internet service in 2010. Service was supposed to be for 10-12 Mbps, but never was that fast. The past couple years have been really frustrating with the connection and speed, calling support resolved nothing but excuses. The speed, checked by their service is at only .01 Mbps. Point Zero One! I wanted to upload a 15 sec. video last winter and it took over 3.5 hours. Their advertising is false and a sham. I would love a refund of $25.00 a month for the past 10 years, but I know that will never happen.
RE Case: ***
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
• Mr. advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.
Frontier has investigated the above statements and offers the following response:
• Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other things.
• Frontier shipped a new modem to Mr. as the one currently in use is being phased out.
• Frontier advises that Mr. pays $50.99 per month for his Frontier Internet service, the lowest price available.
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 cancelled my cable service with frontier back in early November 2019 I turn off date was around the 10 if not sooner and I paid them $123 or so which I was told would be my final payment. ! week ago a received another bill for $79 dollars and they state its for the period of 12/01 to 12/31 of last year it doesn't make sense that Im still getting bill for no service.
January 31, 2020
RE Case: ***
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Ms. advised she was billed after disconnection.
Frontier has investigated the above statements and offers the following response:
Records show service order 71853968 completed November 25, 2019 disconnecting service. Records show on bill date 11/1/19 shows previous balance $243.40, payment received $212.45cr balance forward $5.97cr new charges 463.45 total due 457.48 bill date 12/1/19 previous charges $457.48 payment $125.85 other credits and charges $231.63cr balance forward $100.00 new charges $26.56cr total due $73.44. Records show all prorated disconnect credits have been applied leaving a balance due of $79.76. Frontier communicated with Ms. Reneteria on January 22, 2020 advising the balance remaining of $79.76. 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.
Back in 2016 I had cable service with *** Fios which eventually Frontier Communications bought them out. I cancelled service because of high cable bills and while they were transitioning over I spoke to a representative to make sure I had no outstanding balances with them which at that time she cleared any charges due at that time because I cancelled service so I was told I had a zero balance. Eventually I also ended up cancelling service with Frontier as well, I don't remember who I went with at that time. Then in September or October of 2018 some representatives from Frontier Communications came to my home to try to get me to switch from Spectrum to them (Frontier) and I did. Now several months later this old account came up from when I originally first had service with them in 2016 and now they are saying I have an outstanding balance of $527.37 and I need to take care of it before they shut off my current services with them. I have spoken to several different representatives regarding this matter and to collections dept. They keep telling me that I have to resolve it with the collection agency that they sent the outstanding bill to and I have called the collection agency 3 times already and they tell me they have no record of me on file and that they don't deal with residential customer collection accounts only business ones. I'm basically trying to get the $527.37 disputed or removed from my account. I never received any collections notices either regarding this final Frontier bill.
Thank you for referring the complaint of Ms. to our office
for review. We appreciate Ms. bringing
this matter to our attention.The Complaint states that:Ms. is
disputing a final balance on an account that she closed in October 2016.Frontier has investigated the above statements and offers the
following response:Frontier advises that
we apologize for the inconvenience this issue is caused. Frontier advises that
Ms. cancelled the account in question on October 20, 2016 by porting out
to another provider. At that time, Ms.’s account was past due. The balance
that is outstanding has been reviewed and all of the charges have been deemed
valid and are sustained.Frontier advises that
we spoke to Ms. on February 12, 2019 to discuss her complaint. Direct
contact information has been provided.
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,
***
As I previously stated in my original complaint sometime in 2016 when I spoke to a Frontier representative sometime after cancelling my service with them I was told I had no balance due. So Frontier can keep telling me that I owe them money until they are blue in the face. I disagree and therefore I am not paying them anything back. Then they say they have been calling and calling me and leaving several messages regarding this matter which is a bunch of lies because I have not one missed call from them nor do I have any voicemails from them.
Thank you for referring the complaint of Ms. to our office
for review. We appreciate Ms. bringing
this matter to our attention.The Complaint states that:Ms. is
disputing a final balance on an account that she closed in October 2016.Frontier has investigated the above statements and offers the
following response:Frontier advises that
we apologize for the inconvenience this issue is caused. Frontier advises that
Ms. cancelled the account in question on October 20, 2016 by porting
out to another provider. At that time, Ms.’s account was past due. The
balance that is outstanding has been reviewed and all of the charges have been
deemed valid and are sustained.Frontier advises that
we spoke to Ms. on February 12, 2019 to discuss her complaint. Direct
contact information has been provided.
I have tried two times to sign up for direct payment/auto-pay. The first time, everything was set up, I was told Auto-pay would take care of all my bills - but they (Frontier) then turned off auto-pay without telling me, and then charged me late fees.
The second time, after re-affirming that yes, I did set up auto-pay, yes, I did still want it, and that I couldn't believe they undid my earlier request without contacting me. I asked why someone would go through all the trouble to find a real person to talk with and set everything up, only to have the whole thing taken away without notifying me. No clear response to my question, no apology.
Again - on my second request for auto-pay - they promised that everything was OK for auto-pay. They had all the information they needed. No, there was no waiting period. Yes, it would kick in for my current bill. And no they would not stop auto-pay without contacting me first.
They stopped auto-pay again. Again, without contacting me. While I was told everything was OK, and that no additional information or time was needed, my auto-pay was not paying my bills. NOW - they want to charge more late fees and drop my service.
I have an MBA and 30 years' of experience managing businesses. Never (outside the former Soviet Union) have I seen a business unwilling to take my payments. Even considering 1990's Ukraine, I have not seen any company do it twice to the same customer.
My phone records will show the dates and amounts of time spent on the phone with Frontier. It is too bizarre to make this stuff up.
Thank you for referring the complaint of *** to
our office for review. We appreciate her
bringing this matter to our attention.The Complaint states that:Ms. states that her autopay was disrupted by Frontier Communications, and despite several phone calls for assistance, no one has been able to restore her autopay settings.Ms. states that she’s accrued late fees as a result of the automatic payments not processing. Frontier Communications has investigated the above
statements and offers the following response:According to the Frontier Communications Online Bill Pay site, the autopay issue has been resolved and a payment is scheduled for February 3, 2020.Frontier Communications has contacted Ms. to advise that the records appear to have been fixed and the automatic payments have been restored.A follow-up has been scheduled for February 4th to ensure the automatic payment was processed properly.Bill credits have been applied to offset late charges.We trust that this information will assist you in closing
this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above
matter.
I have had Frontier Internet service for my disabled father at his residence. For the last 31 days, he has had no service for 18 days. Upon contacting Frontier after being out for two days, a service tech was sent out. The problem was not resolved after the appointment and we contacted them again and spoke to a gentleman that was too busy having conversations with teammates to help resolve the issues we had. After 53 minutes on hold we were told the issue was fixed and we would receive a bill credit when at the beginning of the conversation I was told they were looking into our matter. After requesting to speak to a supervisor, I was on the phone for another 40 minutes to be told they were going to issue a $12 credit. Out of the 12 months I have had the service connected, there are at least 6 days per month where service is disrupted (notified via text message). When I voiced that the $12 is ridiculous the gentleman began arguing with me about legal action that can be brought up against me for no reason. Why? My bill is paid on time in full even when service is not provided for a full month.
Frontier CommunicationsThank you for referring the
complaint of ***
*** to our office for review. We appreciate him
bringing this matter to our attention.The Complaint states that:Mr.
*** is disputing his bill for services from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier’s investigation
found that Mr.’s Internet service with Frontier was not working from December
26, 2019 through January 9, 2020. Frontier issued a credit to
Mr.’s account in the amount of $34.59 for one month out of service and a
$25.00 customer experience credit on January 31, 2020. A Frontier representative spoke
with Mr. on January 31, 2020 to advise 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.
Billing for services after account cancelled
October 25, 2019 - I contacted Frontier Communications to inform them I was disappointed with their services and wanted to cancel my subscription with them. The service consultant asked me why and I explained that the service was very spotty and intermittent for WIFI and cable TV and that *** was priced more attractively with higher WIFI speed services. They said they were sorry I was leaving and would cancel my account.
On the same day I called *** and signed on as a customer. *** explained they had to perform some pre-installation procedures, including “Call before you dig” procedures, have the cable connected from street to house underground, install wiring in the residence, and some other technical work. I said ok and the installation was scheduled for November 10, 2019 when the *** technician made the final connections for their service.
I received a bill from Frontier in the amount of $241.35 in early January for services Nov 2 to Dec 2, 2019. Since January 5, 2020 until today I have made 5 attempts to resolve the matter with Frontier on various dates with the most recent one being today.
I feel that I do not owe Frontier for anything past October 25th (the date that I spoke to them to cancel their services).
Frontier Ticket # *** was initially prepared some weeks ago identifying the problem. Initially, Frontier said that this complaint would not be considered because the cancellation (switchover) occurred after the beginning of my billing cycle. I was informed that my Billing cycle is from the 2nd of month until the 2nd of the following month. Subsequent to that, I called again and spoke with a supervisor (Brittney) who said after another lengthy conversation that a credit would be issued, and the matter closed. In addition, she had indicated that I would get a call back within 48 hours confirming the credit. I did not get a call back.
On January 20, 2019 I received a dunning letter from *** of Connecticut, Inc. informing me that this account has been placed with their office for collection. I sent a reply back to them and I immediately called Frontier again (approx. 1 hr ) trying to get to the bottom of this issue. After restating the complaint to the customer service agent, Yesenia, she informed me there is nothing else she could do. I asked to speak to her supervisor and Yesenia initially told me there was no supervisor there, but after some more discussion she passed me to her supervisor (Heather ***). Heather had a different date for the cancellation notice than I had. It seems to boil down to this: I called for cancellation on October 25th, but because it was a “port conversion” procedure which was not explained to me when I called and did not take place until the new service date of November 11, that I would still be liable for the billing cycle Nov 2 – Dec 2. I asked how could I be liable for an action (or non action) that was controlled by a third party. That is, I could not cancel my account with Frontier until *** installed their service. I feel that position is unfair, not ethical, and probably illegal, especially, since Frontier did not make this information known to me at the time of my cancellation.
I find it difficult to understand why the cancellation that I made on October 25 was not effectuated on or shortly thereafter that date.
I asked the hypothetical question to both the Frontier supervisors: If it is Frontier’s position/policy that if ***’s installation was delayed for 30 days (beyond the actual install date of November 10th) would I be liable for an additional Frontier billing cycle….and the reply was “YES”. I find that outrageous.
I am enclosing copy of the Frontier invoice, and the dunning letter with my reply.
Thank you for referring the
complaint of *** to our office
for review. The Complaint states that:Frontier has investigated the above
statements and offers the following response:Frontier advises an electronic port out was received by Frontier on October 26, 2019 to port Mr.’s number to another provider. Frontier advises the number was released per porting rules, and completed the process on November 11, 2019. Frontier account is closed at this time.Frontier advises Mr. had active service with usage until the port out was completed. Billing of $ 241.35 for the final cycle of November 2, 2019 is valid and due. Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle.Frontier spoke with Mr. on January 31, 2020 and reviewed the above.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that *** has
experienced as a result of the above matter.
This company, after multiple attempts to resolve a payment and being told I didn't have a payment due sent me to a collection agency for a bill that I had already paid. After I showed proof of payment in a dispute both Frontier and the collection agency still refused to make the situation right.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Ms. advises the payment was submitted but not applied to the account.
Frontier has investigated the above statements and offers the following response:
Records show a payment of $25.56 was applied to the active account under billing telephone number . On January 31, 2020 the payment was transferred from the active account to Ms. account under .1. A request was submitted to have the account recalled from collections. Frontier spoke with Ms. who indicated satisfaction with the resolution. 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 called Frontier to disconnect my land line phone on 12/12/2019 (confirm #***) Lisa said that it's best to disconnect at the end of your billing cycle which was the 9th of the month. Therefore, I agreed to stop service on January 9th. She also confirmed that I had was paid up to that date and there would be no other bill. I got a bill for another month service. When calling back on January 23, 2020, I was informed that I had to pay for the month of January since I stopped service on the 9th of January vs stopping service on 12/31/2019. Had I been given that information upfront, I would have stopped the service at the end of 2019! Frontier continues to disappoint with poor customer service, incorrect information for consumers to make informed decisions AND get paid for it!
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that she cancelled her home phone service with Frontier on December 12, 2019 and wanted it to be effective January 9, 2020 because she was paid up to that date. She was then billed for an additional month of service and should not she should not be responsible for paying for an extra month.Frontier has investigated the above statements and offers the following response:
Frontier advises that at the time of cancellation, Ms. was paid through the billing cycle end date of December 12, 2019. Since she made the decision to have her service cancelled effective January 9, 2020, she was thus charged for an additional billing cycle, ending January 12, 2020. The following bill dated January 13, 2020 shows that the charges were automatically credited back to the disconnect date of January 9, 2020. Frontier advises that the final balance is correct. Frontier spoke with Ms. on January 24, 2020 and explained 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.
Account disconnected (on September 12, 2019) before account active (on September 13, 2019). No service ever provided. No tech came out to set up service.
Bills received every month despite a call every month. Multiple reps advised that issue resolved and a bill received the next month. Billing dispute generated and (S-***) and after the maximum response time of 90 days still no action was taken on billing dispute.
Called on 9/21/19 around 3:55 pm spoke with Jacob (transferred to cancellation department) and Strata (cancelled account and charges).
Called on 10/22/19 around 8:00 am spoke with Diego (generated billing dispute and advised if another bill received to call back).
Called on 11/25/19 around 11:03 am spoke with Conner (credited account to remove charges).
Called on 12/23/19 around 9:52 pm spoke with Matthew (advised calling outside hours of collections department which is 11 am to 7 pm).
Called on 1/7/20 around 3:30 pm spoke with Paige (advised billing dispute should be closed by now, but they have up to 90 days to address the dispute).
Called on 1/23/19 around 10:28 am spoke with Davon who advised the original billing dispute was so poorly written that dispute department likely didn't know what to do with it, created new billing dispute S-*** and should be receiving notice that account credited).
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Order to have new services installed was cancelled prior to installation. Receiving billing statement for services never received. Frontier has investigated the above statements and offers the following response:
Frontier confirms due to an isolated issue services reflect they were installed when in fact Technician did not install any services at Mr.’s residence.
Based on the above, Mr. was billed $46.19.
Frontier has added the necessary credits and the account balance reflects zero.
Frontier contacted Mr. to advise credits have been given.
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.
Cancelled service from Frontier Communications on Jan 16, 2020. Service was stopped.
Used service a half day into the next billing period. They are charging me for the full month of service, even tho I used a half day.
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 that she was billed for a full month of service even though she wanted to end her service earlier.Frontier has investigated the above statements and offers the
following response:Frontier advises Ms.’ account is Simply Broadband Max service. · Frontier advises that pursuant to Frontier’s terms and conditions,
Ms. was billed (and thus incurred charges) through the end of her
billing cycle from January 16, 2020 to February 15, 2020. Ms. is eligible to continue receiving
Frontier services through the end of that billing cycle. · Frontier contacted Ms. on February 3,
2020 and explained the information above. · Frontier advised there is a fee of $9.99 when a customer discontinues
broadband service and Ms. will receive this fee on her final statement.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.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.
Date Sent: 2/5/2020 4:17:52 PM
Cancelled service with Frontier on Jan 16 am. The service WAS cancelled that am, I could no longer use it, even thou now they tell me I DID have service until Feb 15 and must pay for it. I did not have service, they told me what to do with the modem
I filled a complaint with you, then received another rude, harassing phone call saying it was their policy to charge for a full month bill even though it was cancelled. During this second phone call I was asked if I knew I also had another charge just to cancel. Of course I had not heard of any such thing when I made the original cancellation call. I paid the bill for Jan 16 to Feb 15 mailing a check on Feb 4th.Check #1861
Their policy for a full months billing even thou not used is un-american. They have charged a senior citizen and a 22 year customer that paid all monthly bills on time for all those years. They are the ones that should be thanking me for my service as Direct TV did when it was cancelled also after 22 years.
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 that she was billed for a full month of service even though she wanted to end her service earlier.Frontier has investigated the above statements and offers the
following response:Frontier advises Ms.’ account is Simply Broadband Max service. · Frontier advises that pursuant to Frontier’s terms and conditions,
Ms. was billed (and thus incurred charges) through the end of her
billing cycle from January 16, 2020 to February 15, 2020. Ms. is eligible to continue receiving
Frontier services through the end of that billing cycle. · Frontier contacted Ms. on February 3,
2020 and explained the information above. · Frontier advised there is a fee of $9.99 when a customer discontinues
broadband service and Ms. will receive this fee on her final statement.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’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may
have experienced as a result of the above matter.
On 12/21/2018 I called Frontier Communications to get information on turning in my equipment and cancelling the service they told me to take the equipment to a *** store to send it back in so I asked them to shut the service off on 12/2818 which is the same day I sent the equipment t them and I still have the receipt, we found out that they never turned the service off until March 2019 and turned a bill in to collections for 297.00. I feel that I do not owe this money on the bill and when I asked them to take the bill back from the collections they told me know that I still owe the money to them.
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 she
disconnected service in December of 2018 and returned her equipment.Ms. also states she
is being billed for services after she disconnected.Frontier has investigated the above
statements and offers the following response:Frontier does show that
Frontier equipment was returned on December 28, 2018.Ms. would not have
been able to have working service without this equipment.Frontier has issued full
credit back to the closed account and is having any negative reporting removed
from her credit report.A Frontier Representative
left Ms. a message on the telephone number provided.Frontier thanks Ms. for being a customer and hopes that she will consider Frontier should she need
services in the future. Ms. was
provided direct contact information should she have any questions.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms. has
experienced as a result of the above matter.
I had internet service with this provider and called earlier this month to upgrade and add a phone line to the account. It would have required a tech to come out and install a phone jack. Frontier scheduled a tech to come out 1/7/20 between 8am-12pm. The tech never showed. I called later that evening and the agent said "he doesn't know why the tech closed out the ticket and never showed." He did some digging around and said "the tech did not have the proper tools". So, he went ahead and submitted a new upgrade request for the following day, same time. The tech missed that service appointment too. I called later that day and was on hold for a while with an agent who must not have had any info and eventually hung up on me. After missing 2 days of work and more time trying to find out why a simply service request cannot be performed, I called another service provider. This service provider came out on 1/14/20 and right after the new install, I called Frontier to cancel service immediately. My account was paid in full and only expected a "$10 fee" for the prorate balance of what was left on my billing month. They were supposed to send boxes to return the equipment. To date, I have not received anything except for a bill for $139.01 which is the price of the internet and phone service package (which again, I never received and forced me to cancel). This bill is for services 1/14/20-2/13/20, again for dates that I already canceled my service. I tried calling again today 1/23 and spoke to someone in cancellation who said "they do not prorate services" and I'm responsible for this bill even though the install never took place and services hasn't been rendered.
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 contacted Frontier on January 5, 2020 to upgrade his
existing internet service and to add a phone line to his account, but the
technician did not show up on two separate occasions. He called Frontier again on January 14,
2020 to cancel his Frontier account but was still billed for a full month
for services that had not been rendered.Mr. advises that he should not owe any of the charges that were billed on his
January 14, 2020 statement.Frontier has investigated the above statements and
offers the following response:Frontier
advises that after the two appointments were missed, Mr. called Frontier
on January 14, 2020, the first day of his billing cycle, to cancel his
Frontier account. The work order
was completed in error and resulted in him getting charged for the full
billing cycle.Frontier
advises that since he did call in on the first day of the billing cycle to
cancel service, Mr. will not owe any of the charges billed on the
January 14, 2020 statement. Frontier
advises that after the February 14, 2020 statement prints out, a follow up
will be done to ensure accuracy of the credits, and the customer will be
notified once all applicable credits have posted to the account. Mr. has direct contact information
for Frontier.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.
My husband and I have been a customer with Frontier for over 10 years. I cancelled my phone/internet service with them on 11/22/2019. I received a bill in late November for monthly service charges for a full month of service (11/19/19 to 12/18/19) totalling $78.39. Contacted Frontier for credit of services after cancellation date. Talked to Adrian, the supervisor, he advised to wait for next months bill to see corrected bill. Received 12/19/2019 bill, credit for phone service. However, no credit for internet. After 7 follow-up phone calls, I am FINALLY told there is a small disclosure on second page of bill stating they do not refund internet. It just happens to be on the payment stub you return with your monthly payment every month. They also refund internet for days it is not working during a normal billing cycle when you are a customer. Finally, credit bill lists charge for "WIFI Access Charge" how can I have a charge for WIFI when I did not even have services. Was told by customer service rep it was disconnect charge. Why is it not called a Disconnect Charge! They can tell you anything they want but an access charge to me means I was receiving a service. Oh and in the midst of this all, they send me a collection letter stating if I do not pay my bill they will turn me over. I have been in contact with them trying to resolve this and this is what I get. REALLY!!
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 was billed after she
terminated services. Frontier
has investigated the above statements and offers the following response:Frontier advises that prior to termination, Ms. was billed (and thus
incurred charges) through the end of her billing cycle. Frontier advised Ms. of the above
information.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. Frontier
has provided direct contact information if Ms. has additional concerns. 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.
They never addressed the misrepresentation of the discharge fee and the placement of the non-refundable charges on the paystub that is sent with each customers 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. advises she has a billing dispute
with Frontier. Frontier
has investigated the above statements and offers the following response:Frontier
advises city wide Wi-Fi access cost is $9.99 and Ms. was receiving a
promotional discount of $9.99 while service is active. Frontier’s
records indicate Ms. terminated her Frontier service.Frontier advises that prior to termination, Ms.
*** was billed (and thus incurred charges) through the end of her 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.Frontier
advises Ms. has received the
appropriate credits for the regulated services. Frontier advises the remaining
balance due was correct and valid.Frontier
has provided direct contact information if Ms. has additional concerns. 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.
My complaint is with frontier communications. The account in question was originally to be transferred from M.C. to T.W. Account number *** at the end of the billing cycle, the same address. *** and I called together and asked them to cancel the transfer to her name, which had not taken place, and transfer the account to my name, JW acct# ***, still the same address. The account was transferred into my name acct # *** after Mark' s last day on his billing cycle without any apparent problems. TW later received a bill with account number ***. We called customer service they saw the issue and said they would resolve it and not to worry about it. The next month's bill came in for TW showing a pass due credit, again we called a couple times until we were able to reach someone who was able to access the account. She saw the issue and said she would email collections explaining the problem so they could resolve it. Most of the time we called, we had a hard time with customer service because we don't have the five-digit pin for when we set up the account. I've tried explaining to them the account was never set up or activated, so there is no five-digit pin. They've attempted to mail a pin three times, but we have not received it. I've asked multiple times to talk to a manager but have been told they are too busy. An example of the service is when I was talking on 01/22/20 to a representative named William employee number *** from 7 pm to 9 pm after asking for a manager many times he said he is the only manager I would be able to talk to and I should, "stop wasting my time calling and just pay the bill." We have spent many hours on the phone, mostly with rude customer service.
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 a bill for service from
Frontier under ***’s name. Frontier
has investigated the above statements and offers the following response:Frontier
advises that the account under Ms.’s name that Mr. *** is referencing
in this complaint, has a zero balance. Frontier
spoke to Mr. on January 24, 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.
There was an accident near my house that took out a pole that carries the phone lines. It is taking 5 or more days to get someone out to look at/ fix the issue. This is an unacceptable level of customer service. I tried talking to them on the phone and could not get a person and the person on chat refused to connect me with a supervisor, also unacceptable. I want my phone service restored.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. advises that his phone service is out due to an accident that damaged a pole in his area.
Mr. advises that he needs the phone service restored sooner than five days on the trouble ticket.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the technician was dispatched on January 23, 2020 and repaired the service wire damaged by a car/pole accident.
Frontier applied a credit adjustment as a courtesy to Mr.’s account for one day out of service. Please allow 1 to 2 bill cycles for the credit.
Frontier spoke to Mr. on January 24, 2020 and confirmed the phone service is working and advised 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.
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
Beware of Frontiers deceptive offerings. They will mislead and add additional items and charges without your consent. Customer service takes hours to reach and they are misleading in their willingness to help resolve you complaint.
I signed for internet/ phone service the lady on the phone told me that it would be cheaper then My current service. I was told that it would cost $67 and some change for the new service, so I said ok. When I got the first bill it was just under $100! So I called them am said that I wanted to cancel there service. They said ok and is now charging me $1,124.81. so I called them to talk about it on three separate occasions. I was on hold for over a half hr and the the other 2 time they said that they would call back and never did .
Thank you for referring the complaint of
*** to our office for review. We appreciate *** bringing
this matter to our attention.The Complaint states that:The customer was offered a rate of $67
per month & the bill was much higher. The customer is disputing the early
termination fee’s.Frontier has investigated the above
statements and offers the following response:The package price was $67.98 plus taxes
& surcharges on a 3 year agreement. Frontier has removed the 2nd & 3RD year & therefore removed the termination fee’s for
this time frame. The remaining balance due by the customer to complete the
first year of the agreement is $212.84.We regret
any inconvenience that customer may have experienced as a result of the above
matterWe trust
that this information will assist you in closing this complaint.
Canceled service end of August 2019 prior to new billing, equipment returned as instructed September 2019. Called when bill for Sept was received 227.69, rep would not give name, I stated services were canceled Aug she advised not to do anything with bill, they will send a new bill for time used (5 days) by Nov. Received past due notice in Oct 26th 227.69 called and spoke to Don Nov 5th on phone for 1 hour. He stated he stated bill would be revised to 13.28, and would call me back so I could provide credit card. Missed call, called back on hold for half hour, call dropped. Received collections notice mid Nov called *** Account Systems 11/13 spoke with Liz explained above, said I would pay 13.28 as stated I owed, advised she'd call Frontier and call me back. No call back, contacted *** again on Nov 19 spoke with Cathy no information yet because Frontier has not contacted them. Called *** again on Nov 26, they still not have received response from Frontier, call *** again Dec 9 still no response from Frontier. I called *** again on Jan 16 2020 because I noticed Frontier account was placed with Experian TWICE on my credit report listing outstanding balance as 227.69 on Jan 12 & another 227.69 Jan 15, *** said they had nothing to do with that, contact Frontier, contacted Frontier, asked for Supervisor, briefly gave description of why I was calling, was on hold for half hour, dropped call. Frontier has been unresponsive to myself and the collections agency regarding this matter to resolve. I am willing to pay 13.28 that the Frontier employee said my balance DUE to pay would be. I also want this removed immediately from my credit report for the BOTH times it was listed 227.69 on 1/12 & 227.69 on 1/15
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
disconnected services with Frontier in August of 2019 but received a bill in
September for the full month.Ms. was sent to an
outside collection agency and would like this billing issue resolved.Frontier has investigated the above
statements and offers the following response:Frontier has investigated
Ms.’s account and found that the order to port out her services to
another carrier was placed in the system on August 28, 2019, however the number
did not port until September 5, 2019.Ms. had a billing cycle
of the first of the month therefore was billed from September 1, 2019 to
September 30, 2019.Prior to termination of
service Ms. was billed. Since Ms. had the
order to port prior to the bill cycle date all charges from September billing
was credited and the account has a zero balance.Frontier has notified
*** Account systems and any negative reporting will be removed.A Frontier Representative
spoke to Ms. on January 31, 2020 to advise of the above.Frontier thanks Ms.
for being a customer and hopes that she will consider Frontier should she need
services in the future. Ms. was
provided direct contact information should she have any questionsWe trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms.
has experienced as a result of the above matter.
I just moved into a town home in the area. I had researched different wireless internet companies in the area I decided on Frontier. I signed up over the internet with a chat agent who informed me that I would have to wait a few days for a technician to come out and install the modem. He scheduled me for an appointment on January 20, 2019 during a window of 1pm- 5pm. On the day of the appointment at 11:00am I received automated text messages from Frontier stating they had dispatched a technician to fulfill my service request. 2 hours earlier than the scheduled appointment window, luckily I was home and eagerly awaiting wireless internet. I then received another automated message at 11:45am stating there was a technician working outside my home and that he would contact me shortly. So an hour and 15 minutes go by and I haven't heard from anyone. I called Frontier and the woman who answered the phone stated not to worry, they were still outside working on the lines. It was very cold outside and I have just moved in so I figure I would wait some more while I finish unpacking etc.. It is now 4pm and I have not heard from anyone. I call again, the new person who answers asks me for my order number, after searching through my emails I finally find the number. Confused as to why she couldn't just look up my account by name or address or phone number. I find the confirmation number and she puts me on hold for about 30 minutes she gets back on the line and says "sir?, can you please look outside your door and see if there is a box there", I just respond by saying sure. I look outside.... no box... She says "well I'm reading the technicians notes and it says he left the modem at the front door." Astounded and confused, I ask,"And what time did he state he left this box at my door." she says, " 11:45am" as my blood pressure starts rising and a sea of fury comes over me I let go and say "I have been waiting here for 5 hours for a service technician appointment to install service in my home, why would anyone leave a box at a front door when there is a scheduled maintenance appointment with a time alloted spot that you required I wait around all day for and pay you $75 for. She said, " I am so sorry sir, I have never seen or had this encounter before its very odd to me, ease hold while I try to get a technician to assist you. Another half hour goes by on hold, during this time I walk around the property and guess what I see, a brown box laid up against the door of a utility closet down an alleyway attached to my townhome. The man didn't even leave it at the right door, not even a neighbors door but a utility closet. Then a gentleman gets on the line and I tell him I found the box, he instructs me to open the box and find a phone jack somewhere in the townhome and connect this cord to that one and this one to that, again confused on many levels about what the technician actually did when he was here and also what I was being charged $75 for, I put that to the side as I just desperately wanted working internet service and relief to my angst. Of course after plugging it in with two failed red lights interpreting that I do not have wireless service the agent says, "well I am so sorry sir it looks like we would have to send another technician out to install a phone jack to connect you to service, but hold on I cannot schedule that appointment with you it must be done by another department", I'm like in awe at this point and after 15 minutes I get in the phone with a boisterous southern sounding man who is furious that the previous agent had patched the call to him because he is not responsible for these types of appointments and that he doesn't know why that man did that and then again to hold on for another agent. So again after 10 minutes the last agent I speak to informs me and apologizes that she has never heard of a situation like this and was to schedule anothed technician to come out but this time she was going to waive the $25 fee but the whole fee was $75 anyway but she kind of brushed past that and I was too worn out to even bring it up I just started to laugh and agree to the. Next appointment in another 5 days. In total I have waited about 9 days to actually recieve wireless internet from the day I first booked the service. This time I book it for a window from 9am-1Pm. OK the day of the second install, again at 7:45am I receive "good news, we have dispatched a technician for your service he will reach out to you shortly." I never receive a phone call, I never heard a door bell ring and I never saw the technician. I haven't had the strength to call this company because I just don't want to spend energy on this nonsense. Then tonight I recieve an email YOUR FRONTIER BILL IS NOW Available, after seeing they are charging me $77 for a service I don't have I decide to approach an online agent but realize I am number 24 in queue, after weighing my options which are two wait about 2 hours or to be passed around the phone again I immediately looked up Revdex.com in hopes for some support because this is just not right. I don't want anything from this company except for someone to come pick up their equipment. THE modem that their technician left in front of a random door and if that had gone missing, I would have probably been held responsible for paying for. As a desired settlement, I I do not want to activate my service plan with them and I will not pay them a dime for anything. So any money that they have billed me for I want canceled and I want the technician to come back and pick up this modem, I don't want a shipping label sent to me because I rely on Uber for transportation and I am not spending money to go to the post office or one of their locations to drop off a mistake that they made. I please do hope you can help me out with this and appreciate any support given.
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 on the day that Frontier was supposed to
install internet service in his home, he received a text on the day of the
appointment informing him that a technician was working outside the
home. He did not see a technician outside
and was advised by Frontier’s customer service that a modem had been left
at his door for him to hook up. Mr. advises that a technician was re-scheduled to come out
and complete the installation, but no technician ever made contact with
him.Mr. advises that he no longer wants to have internet service
installed by Frontier, and the bill he received needs to be credited in
full since no service had been rendered.He also advises that Frontier needs to pick up the equipment from
his home instead of sending him a prepaid shipping label. Frontier has investigated the above
statements and offers the following response:Frontier advises that the original work order was set up for the technician to connect the
service from the outside as opposed to a full installation. Frontier advises that the order was
completed in their system, which automatically generated an invoice for one
month of service. Since the service was
never activated, all charges have been cleared, and the account has been closed
per Mr.’s request. Frontier advises that although
Frontier’s policy is to send customers a prepaid shipping label for returning
equipment, as a courtesy Frontier will send a field technician out to pick up
the equipment. Frontier spoke with Mr. on
January 30, 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.