Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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Frontier had been our Internet and landline provider for several years, they made changes on their end which reduced our Internet speed to a third of what it had been. We decided to change service providers, when I contacted them to terminate our service we had already paid the bill for September 2019 which put us current until 10/3/2019. I was told by the customer service representative that the service would end on 10/3/19 and that we would get a final bill of $9.99 which is their standard disconnect fee. We received the final bill which showed a balance of $29.54 not the $9.99 I was told it would be. I have made either 4 or 5 calls to customer service filed several billing disputes and have not received an explanation of why there is an extra charge of 19.55 added to the bill. What I feel has happened is the new Internet and phone packages prorated value was added onto the final bill and the original Internet and phone package prorated credit was not properly added to the bill. I've tried explaining this to several of their service representatives.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he terminated his Frontier account and is disputing the final bill charges. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued an adjustment. The adjustment request has been approved and will be posted immediately to the account.
Frontier has provided direct contact information if Mr. has additional concerns.
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.
Placed an order to cancel home phone line, and upgrade internet service. We scheduled a tech visit to the house to install new equipment for Jan 7th, 2020. Tech no call, no show. Called customer service, they re-scheduled for the next available time Jan 14th 8am - noon window. Again no call, no show. Frontier remotely turned off our internet access on Jan 7th, but kept the phone line active. Called today, they don't have access to their system as they are performing a nationwide upgrade or something. On their on-line access today (Jan 14th) that our order has been cancelled, and another time showing it is completed. We have no access to the internet, still have our phone line, and can not get any help with how and when to resolve this issue.
The complaint states:Mr.
*** states he placed an order to cancel his home phone line and upgrade his
internet service which required a tech visit.Mr.
*** states the tech was to arrive on 01/07/20 however no one showed up, Mr.
*** contacted Frontier and the appointment was rescheduled for 01/14/20
with an arrival time of 8am – noon further stating this appointment was cancelled/missedMr.
*** states he has no access to the internet, and still has access to the
phone line. He would like this resolved.Frontier has reviewed the
account:Frontier records show an
order completed on 01/14/20 removing the phone and upgrading the internet. Frontier records show the order
to upgrade the internet was missed on 01/07/20 due to workload and rescheduled
for 01/14/20 and completed. Then on
01/15/20 a trouble ticket was created, this was missed on 01/17/20 due to
unforeseen circumstances. When the tech
arrived on 01/21/20 the customer stated they have already placed the order to
cancel the service due to the missed appointments. Frontier records show credit was provided on
01/21/20 $17.85 for time out of service.Frontier records show an
order placed to disconnect the account on 02/05/20 this will bill until
02/13/20 per Frontiers terms of service end of billing cycle plus a $9.99 Broadband
disconnect fee. We trust that this
information will assist you in closing this complaint. We apologize for
any inconvenience that Mr. experienced as a result of the above matter.
I am being charged a monthly fee of $10 for a rental modem that I am not using.
I use my own modem. I have called them several times, and got my money back for only one month.
I saw the charge again n my last two bills, and tried to call. But no luck resolving it.
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
· Mr. states he is being charged a monthly fee for $10 for rental modem and has called to have the fee removed and his account credited.
Frontier has investigated the above statements and offers the following response:
· Frontier’s terms and conditions state that we do charge monthly for equipment. Frontier has credited Mr. for the shipping and handling fee, the installation fee and one month for the modem totaling $96 in credits. At this time modem fee can not be removed and no additional credits can be issued.
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.
When I originally contacted Frontier communications, I was told no contract fees, no contracts! Service was intermittent, always having the service interrupted because of technical issues. I was paying over $100 a month and decided to try other internet services and did not experience this issue, therefore I cancelled Frontier service, I was never informed that I would have an early cancellation fee because they had me sign something saying I received an "*** gift card". I did not know if was committing me to an early termination fee. I called Frontier to dispute a bill I received several months later. I was informed that this issue would be taken care of, since I did not receive another bill I thought they honestly took care of it and not sent me to collections! I have attempted to speak to customer service and they do not want to help me and correct my collection for false information/advertisement!
Thank you for referring the complaint of
Ms. *** to our office for review. We appreciate Ms. for bringing
this matter to our attention.According
to the complaint:Ms.
*** indicates that Frontier has improperly charged her an early termination
fee without notice.Ms.
*** advises that the early termination fee and derogatory report be removed
from her credit report because she was not aware of the early termination fee.Frontier
has investigated the above statements and offers the following response: Frontier
determined that Ms. installed Frontier Double Play Voice with Internet services
on October 20, 2017 on a Two-year promotional offering with a $200 *** Gift
card that included a prorated Early Termination Fee of $200.00. Frontier
advises that Ms. terminated the account on October 19, 2018. Frontier
advises the term dates are printed on each monthly bill statement. Frontier advises on page two of every bill
statement information is provided to visit Frontier.com/terms,
Frontier.com/tariffs or call Customer Service for important Service Terms,
Conditions, and Policies.Frontier
advises that the October 20, 2018 bill statement charged an Early Termination Fee
of $100.27 for the remaining prorated months of the Two-year service contract.Frontier
applied a credit adjustment in the amount of $-3.02 on the December 20, 2018
bill statement leaving the final balance due of $97.25Frontier
advises the Early Termination Fee is valid per Frontier’s terms and conditions
associated with Ms.’ service contract. Frontier
attempted to speak to Ms. but was unsuccessful. Frontier communicated the above information and
provided direct contact information via phone message and email. 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.
Please be advised, Frontier has only repeated what we have been told, they have not attempted to remedy the problem. 1) March 2019 when I originally called, I was informed that I signed a 2 year contract and I know for a fact that I did not and was not informed of this when I was given the information 2)In October 2019 I was informed that they would investigate the $200 *** card that I was issued! I NEVER RECIEVED THIS CARD 3)The last call I received, January 30, 2020, the lady was rude and did not lend attention to understand that I DID NOT RECEIVE THE *** CARD! I am being billed $97.30 for "early Termination" because I was issued a $200 gift card to accept this "so called card". Therefore, common sense says $200 minus $97.30, then Frontier owes me money! I dod not accept their response, much less from a rude customer service as the one that called me yesterday.
Regards
Thank you for referring the complaint of
Ms. Anna
*** to our office for review. We appreciate Ms. for bringing
this matter to our attention.According
to the complaint:Ms.
*** indicates that Frontier has improperly charged her an early termination
fee without notice.Ms.
*** advises that the early termination fee and derogatory report be removed
from her credit report because she was not aware of the early termination fee.Frontier
has investigated the above statements and offers the following response: Frontier
determined that Ms. installed Frontier Double Play Voice with Internet services
on October 20, 2017 on a Two-year promotional offering with a $200 *** Gift
card that included a prorated Early Termination Fee of $200.00. Frontier
advises that Ms. terminated the account on October 19, 2018. Frontier
advises the term dates are printed on each monthly bill statement. Frontier advises on page two of every bill
statement information is provided to visit Frontier.com/terms,
Frontier.com/tariffs or call Customer Service for important Service Terms,
Conditions, and Policies.Frontier
advises that the October 20, 2018 bill statement charged an Early Termination Fee
of $100.27 for the remaining prorated months of the Two-year service contract.Frontier
applied a credit adjustment in the amount of $-3.02 on the December 20, 2018
bill statement leaving the final balance due of $97.25Frontier
advises the Early Termination Fee is valid per Frontier’s terms and conditions
associated with Ms.’ service contract. Frontier
attempted to speak to Ms. but was unsuccessful. Frontier communicated the above information
and provided direct contact information via phone message and email. Frontier
is unable to remove the charge from Ms.’ credit report as the
termination fee is valid.Frontier’s
position in this matter has not changed. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of
the above matter.
I was without Internet service for 7 days after having repeated text from frontier that they knew of the problem yet the day that they were supposed to,come check it out it miraculously started working without any word from the company or anyone contacting me after waiting all day on the so called technician to arrive. This must be the worst company ever.
Consumer failed to answer when asked to clarify why he wanted to continue service, when, in his prior complaint, he had decided to discontinue.
Frontier advises that Mr. requested to cancel the repair ticket and has a disconnect order pending on his account
Thank you
for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.The
Complaint states that:Mr. advises he experienced out of
service issues and would like issue resolved. Frontier
has investigated the above statements and offers the following response:Frontier advises we have issued out service credit.Frontier spoke to Mr. on January 28, 2020 and confirmed all service are working. Frontier advises that service outages can be due to many factors. Some outages affect multiple locations and others are related to individual locations or services. Frontier must be advised of any service outages and allowed the opportunity to address and resolve the interruptions before any adjustments can be applied for time out of service. Frontier has provided direct contact information if Mr. has additional concerns. 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.
incompetent office and support staff.
Dec 7, 2019 first request for internet service to be installed.
5 technicians and 1 month later service was provided.
The last technician discovered the problem was in setting up the order to the wrong hub and address.
we were told after 2 weeks the $75 installation fee would be waved but we had to wait for the bill.
now we are told the installation fee cannot be waved.
A few months ago my dvr box stopped working. I called Frontier. The gentleman I spoke to was very nice and said he would send a replacement box with return shipping for the old box. I was about to hang up when my old box magically started working. Not wanting to loose all my recorded shows I said never mind. But he kindly said look the box takes a few days to get so I'll send it and you have 30 days to return either of them if the old box is working send the new one back. My old box continued to work so towards the end of the 30 days I opened the box with the new one and there was no return shipping label. So I called frontier again. No problem we will send you a return label. I get in the mail a ton of boxes and labels. No clue why bit ok I use one of the labels and ship back the new box. About 2 weeks later my box stops working again. I call frontier, again. Turns out they expected that box back and when they didn't get it they just disconnected it from my service. So I give them the tracking number to the box I returned and they look it up and see that yes I returned it and turn my box back on and apologize. 2 weeks later my other 2 boxes stop working. I called frontier AGAIN. Well when the guy sent me the shipping label and all the boxes he must have put in that I would be returning all of my equipment so they expected everything and when they didn't get it they started disconnecting them from my account. Now I'm pretty pissed off. I've g0ne 2 days without service and spent over an hour on each phone call. At least 5 hours on the phone now total. I asked if they could please be sure this issue was cleared up and perhaps even offer me a credit. Assured me the issue was cleared up, no credit for you! Jerks. Ok fine whatever. Today I thought hmmm I always get an email with my frontier bill and I have not gotten it, so I log into the app. $400 in charges for unreturned equipment that I never said I was going to return!!!!!!!!!!! They will flag the equipment and I should call back in a week to see if it's been cleared up. (That will make phone call number 7 in this whole matter) How about some kind of credit now for all of frontiers stupidity that has caused me hours upon hours of stress? Nope. They didn't open a trouble ticket so no credit. Not even an I'm sorry. I am going to the Revdex.com immediately. This is absolutely ridiculous. It's been months now and they cant get their own mistake right and I am the one paying for their mistake.
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 she was billed for equipment she is currently using. Frontier has investigated the above statements and offers the following response:
Frontier advises that a full adjustment was issued on the account to cover equipment charges. Frontier has issued a courtesy credit for Ms.’s account due to trouble with her television equipment.
Frontier spoke with Ms. on January 16, 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 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 find that this resolution is satisfactory to me.
Regards
We made a one-time charge on January 12, 2020 with Frontier Communications phone app that was made using a credit/debit card and Frontier charged us more than they were permitted to.
This is not the first time that Frontier has done this. Last year in 2019 this happened, so we called Frontier Communications to have them reverse the charges which they agree to, but then they drag their feet till the next monthly payment was due and they consider this a credit toward our account with them.
The current issue we have with Frontier is they helped themselves to our bank account without our permission. This is thievery in my book. We authorized a one-time payment of $53.02.
Our family works on a budget month to month so when Frontier takes more them we intended, it can places us in a financial bind by spending money not intended.
Spent hours on the phone with customer service, only to be treated by unprofessional reps that hang up on you, only to start the process all over again.
Recap, the main issue is the pilfering of our bank account.
Thank you for referring the
complaint of *** to our office
for review. The Complaint states that:Mr. advises issue with double payment processing.Frontier has investigated the above
statements and offers the following response:Frontier advises a payment reversal was completed for the second draft of $ 53.02.Frontier spoke with Mr. on January 22, 2020 and reviewed the complaint.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that *** has
experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Nov. 8, 2019 Signed up for new internet service 500/500 for $39.99 a month with taxes and router was $53 total. It was to be a sefl install router. Service was to begin Nov. 21, 2019 and was told a confirmation was to be emailed in 48 hours of signing up. Nov. 13th I called to follow up on service since no email was sent. Was told no account was set up. At that point, they set up a "new" account for me for Nov. 20th installation. Upon, receiving my first bill for an amount of $135.88. I was over charged from 39.99 to 85.00 for internet service plus taxes, router and installation which should have been self install. Since day one of service installed Ive called over 11 times regarding being over charged. Each time over an hour on the phone, every time representatives agreed I was over charged. Credits have been submitted since November was told to pay the first bill of $135.88 due 12/16/19 to avoid interruptions and January there will be no bill due to the credit of the difference. Jan. 2, 2020 I received a bill for $76.77. No credit issued just change made from $85 to $39.99 for service. Called several times and was told on 1/2/20, I would get the credit of $26.84 within 24-48 hours for January's bill and that the over charge amount was in process so nothing was able to be done. As of today, 1/14/2020 nothing has been credited to my account was told again today for the 12th time in 2 months my account would be credited in 24-48 hours. Doubt it will occur!
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. for bringing this matter to our attention.
According to the complaint:
Ms. is disputing her bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the correct price for the package that Ms. currently subscribes to is $39.99 plus equipment and service fees, and taxes and surcharges.
Frontier advises that Ms.’s promotional discount dropped off the first bill statement. Frontier advises that the full install fee was billed with three monthly installments in error.
Frontier applied credit adjustments for the promotional discount and the full install fees billed in error. Please allow 1-2 bill cycles for the credit.
Frontier advises that the equipment and service fees and taxes and surcharges are not guaranteed and are subject to change at any time.
Frontier apologizes to Ms. for her customer service experience. Frontier is working on opportunities to alleviate customer frustration related to customer support and technical service.
Frontier spoke to Ms. on January 20, 2020 and communicated the above information and provided direct contact 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.
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
Constant service issues with company. Mistakes on my account. Dropping my calls. Not finding my account in multiple phone calls . Showing other people's information on my account. Being the only provider available for internet, I restarted once more, but they said I would have the same monthly bill amount. They tried again to sell me a phone. I was very clear against phone. They charged me for phone and equipment that I did not have. I never even had a phone from them. They also charged for reinstallation. I did not have reinstallation. I already had equipment. They just turned back on. They admitted to errors and said I would not be charged for all of these things, but I was. I called numerous times. I called and they said they would review bill and adjust. They would contact me in 90 days. They said they would not send to collections while under review. Then collections called me. I called frontier for a millionth time and was advised that they would adjust and transferred to supervisor, then I was disconnected. On and on. I just paid the 190.49 on line, because collection department threatened to send to collections if I did not pay. Absolute worst company that I have ever dealt with in my entire life. How many people do they cheat out of money.?
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate bringing this matter to our attention.
The Complaint states that:
• Billed for services never received.
Frontier has investigated the above statements and offers the following response
· January 16, 2020, Frontier contacted Mr. and advised services never received has been credited.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced because of the above matter.
Frontier Specialist: Kevin S Department: GM Specialist
Frontier communications opened two accounts in my name are are wrongfully charging me for an account they mistakenly put charges on and won’t go back and listen to calls when they know they are at fault and it it recorded.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. for bringing this matter to our attention.
According to the complaint:
Ms. is disputing her final bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier advises Ms.’s account was terminated earlier than her requested disconnect date. Frontier advises a new account was activated to restore services at no charge.
Frontier has applied credit adjustments to Ms.’s account that should appear on the February 6, 2020 bill statement.
Frontier spoke to Ms. on January 15, 2010 and communicated the above information and provided direct contact information via email.
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.
This company has been horrible since day one. I barely ever have service and when I do it is weak. About 2 years ago they made me pay for 2 extender boxes, I guess to make the internet stronger. it didn't really work. The problem I have today is my service has been disconnected because they say the payment is due January 19th. today is January 13th and I paid my bill and my services are still shut off. They state they cant turn services on until payment post. My monthly bill is $103.00 for telephone and crappy internet service since day one. I thing frontier communications owe me money. For lack of service. I will be disconnecting from them once this matter is resolved. They are absolutely THE WORST SERVICE I HAVE EVER WITNESSED. To the point that there has been a facebook page created just to show how horrible the service is.
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 has been experiencing speed and connectivity issues with her internet service and has been unsatisfied with her service from Frontier. Ms. advises that her services had been shut off, she made her payment, and the services have not been restored yet.
Frontier has investigated the above statements and offers the following response:
Frontier advises that internet speed and connectivity can be based on multiple variables including: the number of devices connected to the internet, how the internet is being used, limitations of the computer, wiring inside the home, among other things. Frontier advises that Wi-Fi network congestion could be affecting internet service speeds. Frontier advises that plugging devices directly into the router through a wired connection should address this issue. Frontier advises that there were no recent repair tickets on file involving a technician dispatch. Ms. would need to call in to Frontier’s technical support department for troubleshooting and if that doesn’t resolve the service issues, a technician could be dispatched if necessary. Frontier advises that Ms. made a payment in order to get her services restored, but payments can take up to 5 business days to post, after which the services get re-activated automatically. Her account will be credited based on the number days that the services were shut off and will be reflected on the next billing statement. Frontier spoke with Ms. on January 14, 2020 and discussed the above information. She has direct contact information for Frontier.
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.
Our internet has been down 3 times in the last 2 months for days if not weeks at a time. We have had workers to our home twice and recieved a new modem (which the last tech that came out said wasn't a god one) We have currently been without internet for over a week. A tech did come out last Friday worked for 2 hours and stated there was another wire down that was causing our outage and it would be another week for them to fix that wire and there was already a ticket in for it. I then got a text that my apt was rescheduled for Thursday. When our internet is working we are lucky if we get equivalent to dial up speeds.
Thank you for referring Ms. concerns to our office for review. We appreciate her bringing her concerns to our attention.
Ms. Gibson states that:
Ms. states that her internet was not working and needs to be repaired. Ms. is asking for credit for days out of internet service. Frontier has investigated the above statements and offers the following response:
I have spoken with spoken with Ms. and confirmed that internet service has been fixed since last week. I have issued credit for days out of service.
· Ms. has my full contact info and is welcome to contact me with any questions or issues in 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.
Sincerely,
Customer Relations
We built our home and moved in September 2017, started internet service only with Frontier at the time. Since then, our bill has never been correct and they overcharge us about twice per month what we should be billed. We have called countless times, told it will be corrected, we'll get a call back in 2 weeks,etc. Nothing is ever done about it. I called today and after being transferred 4 times and on the phone for an hour, their phone line hung up on me. That was the final straw. If there was another internet provider in my area, I would have cancelled Frontier a long time ago. Unfortunately I work from home on the internet and they are the only provider that services our address.
Frontier CommunicationsThank 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.
*** is disputing the billing of the Simply Broadband Ultra Internet charge
on her statement that she has been billed for since April 2018 in error and
has tried multiple times to get this corrected with Frontier.Frontier has investigated the above
statements and offers the following response:Upon investigation, Frontier
advises the Ms. has been billed for the Simply Broadband Ultra Internet since
April 10, 2018 in error.Frontier credited Ms.’s
account for a total of 20 months of the Simply Broadband Ultra Internet and the
credits will be on her January 25, 2020 bill statement and her February 25,
2019 bill statement. Frontier advises that as of
the January 25, 2020 bill statement, Ms. is no longer getting billed for
this charge. Frontier advised Ms. of
the above information and she has direct contact 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.
Frontier Communications has sent me a past due bill for $131.99 for the entire month of December 2019 even though I terminated cable TV with them on 12/6/19 and have always paid as agreed. They actually disconnected my cable (per my request) within 30 minutes of my call asking them to terminate it. They never do anything that quickly or correctly. I was told in numerous calls to them that I would receive a $131.99 credit since I disconnected close to my billing period. I was told also told by a "supervisor" that my new billing for internet only would be $54.42 which I paid in December. Now they are telling me that they "denied" the credit ($131.99) due me and that I OWE THEM THAT AMOUNT. Despite telling me on numerous phone calls that they collected AHEAD, they are now telling me they do not and that despite me cancelling cable TV on 12/6/19 (and them disconnecting cable TV on that date) that I owe them $131.99 for the entire month of December. I refuse to pay for something I did not have. The "customer service" guy I was talking to today (1/13/2020) DISCONNECTED me after I said that, so I don't know what the outcome is other than I am not going to pay for something I did not get. This company is the worst. They intentionally do not respond to customer questions, personnel does not know what their company policies are, and the customer is left to hang out and dry. They border on criminal and I can't believe they have not been stopped from these kind of practices. This is not the first time I have had problems with them. EVERYONE that deals with them has problems. They are so inept they do not deserve to have a business. Their customer service is non existent and the company is a fraud. I know they are going bankrupt and they deserve it. The sooner the better.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that she was billed for a full month of TV service but wanted to terminate the service earlier and maintain only internet service. Ms. advises that she was expecting an adjustment to be made to her bill. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to cancelling her TV service, Ms. was billed and thus incurred charges through the end of her billing cycle. Frontier advises that as stated in Frontier’s terms of service, termination of non-regulated services is effective the last day of the billing cycle. No partial month credits or refunds are provided for previously billed service subscriptions. Frontier advises that the charges for the full month are valid. As a courtesy, a $50.00 adjustment has been issued to her account, as well as a credit for the $9.00 late fee since she did make a partial payment. Frontier spoke with Ms. on January 16, 2020 and advised her of the above information. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
My Frontier bill is due on the 28th of each month. I paid the November 28th bill ($174.14)...paid AHEAD for December. On December 6, 2019 I contacted Frontier that I wished to drop my cable TV part and keep Internet only. Three different people over the course of being transferred and talking to different reps gave me 3 different explanations of how that would work. Two of them (a rep and her supervisor) told me I would be owed a credit of $132.52. They said I would have the credit within 24 hours. After 24 hours they then told me it would be 30 days because it had to go through some kind of committee. They then got back with me and said I OWED THEM $132.52 because they do not prorate and I had paid for the December bill with the November 28th payment. That makes no sense. They had previously told me I would be getting a credit and now 4 people later I'm told that I actually owe them more. I checked on their website and in the Frontier "Questions and Answer" section it clearly states that if you pay for the month and drop some services, then you would keep those services you had paid for and it would drop off at your next billing. MY TV WAS CUT OFF WITHIN 30 MINUTES OF MY CONVERSATION WITH THE 1ST REP I TALKED TO. So they clearly did not uphold their own policy. Then, after all of this they have the nerve to tell me I owe them more money. The "Executive Customer Relations" guy, Mark, told me they would "cut $50 off the bill along with the $9.00 late fee and I would then owe them $106.99. I told him I did not owe them any money. I paid for the entire month and even though their website says they will not disconnect until the next billing date, they disconnected my TV within 30 minutes of my phone call to them. The website states to be exact: "Your Frontier services will remain available through the end of your cycle". Mine did not. I overpaid them for 3 weeks of service but my "service did not remain available through the end of the cycle". I will not pay them any money.
Our billing is inconsistent, it changes all the time with out an explanation or reason, we have to call all the time, and complain. they took us out of plan with out our knowledge , and continue to take credits off our account that are offered. They offered a spy ware protection and lied about the monthly cost , which raised our bill and kicked us off a plan, which they never said would happen. and ever since then our bill ranges from $55. To $89 , then they give a credit then some one goes in and takes it off ? They are supposed to call me back and never do . I never can speak to a manager they are always busy. The service that they claim to provide does not even work most of the time , most of the time the internet has 0 down load speed, I don’t know what to do at this point . , they never have an explanation, and I shouldn’t have to call all the time, we have been customers for over 15 years
Frontier has investigated the above statements and offers the following response:
· Frontier periodically reviews accounts for accuracy. Frontier discovered Mr.’s account was not being charged the correct rate for broadband internet and advised an increase of $7.00 would occur. Frontier included a notice on Mr.’s October 19, 2019 billing statement advising of the above.
· Frontier advises due to isolated error, revision of the correct rate caused Mr.’s account to lose the $20.00 Value Customer Credit through June 19, 2020.
· Frontier has credited Mr.’s account the missed credits from October – January 2020 billing and will ensure that credits are applied through the June 19, 2020 billing statement.
· Frontier spoke with Mr. on January 21, 2020 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** E *** has experienced as a result of the above matter.
Frontier made a credit of $361 to keep me in service for a mistake that was made on their behalf and after months of going back and forth still seeing the amount being reflected on my bill I terminated service and was told the $361 was credited, now I find myself with a collection and negative remark on my credit report. I would like this removed immediately this is almost a year dealing with the same problem and it’s gone on long enough.
Frontier has investigated the above
statements and offers the following response:Frontier received an order for Vantage Double Play, Prime TV and Internet Elite for $64.99 plus one DVR $11.00 and internet router $10.00- $85.99 per month before taxes and surcharges through February 19, 2021; upon installation additional three set top boxes were installed and submitted into billing at $11.00 each. Frontier spoke with Mr. on March 22, 2019 and confirmed the above.Frontier subsequently spoke with Mr. on May 13, 2019 whom reduced the television programming thus reducing the Vantage Double Play to the Basic with Internet Elite to $34.99 plus equipment, DVR $11.00, three set top boxes $33.00 and router $10.00; $88.99 per month before taxes and surcharges. Frontier advises Mr.’s account was suspended on September 5, 2019 for a past due balance; Mr. subsequently disconnected services effective September 12, 2019. Due to isolated agent order error, Mr.’s account was not credited for the suspended time out of service through the disconnect date.Frontier has corrected the error and issued credit for the suspended time out of service and notified the outside collection agency of the updated balance.Frontier advised the final balance owing in $307.06.Frontier spoke with Mr. on January 27, 2020 and advised of the above.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr.
has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My complaints were met first of all with an aggressive handler, if she takes a step back and attempts to resolve the problem we may be able to get some headway here. My call mentioned in their response was to originally close out the account to which they offered a resolution to correct their mistake on the initial call to setup 4 boxes for $85.99. Their sales person Daniel on the original call was so pressed to make a sale he gave the wrong figures which was acknowledged by them when they did the phon investigation therefore resulting in the argued amount credit to me this was again based on if I stayed with them and took features off the account and keep the boxes. I agreed to that and we moved forward. The next month the amount was still not credited and I decided to discontinue service with Frontier. The only resolve here is to credit the $361 and bring me to $0.00 balance. I will not accept anything else.
Regards,
***l
Frontier has investigated the above
statements and offers the following response:Frontier received an order for Vantage Double Play, Prime TV and Internet Elite for $64.99 plus one DVR $11.00 and internet router $10.00- $85.99 per month before taxes and surcharges through February 19, 2021; upon installation additional three set top boxes were installed and submitted into billing at $11.00 each. Frontier spoke with Mr. on March 22, 2019 and confirmed the above.Frontier subsequently spoke with Mr. on May 13, 2019 whom reduced the television programming thus reducing the Vantage Double Play to the Basic with Internet Elite to $34.99 plus equipment, DVR $11.00, three set top boxes $33.00 and router $10.00; $88.99 per month before taxes and surcharges. Frontier advises Mr.’s account was suspended on September 5, 2019 for a past due balance; Mr. subsequently disconnected services effective September 12, 2019. Due to isolated agent order error, Mr.’s account was not credited for the suspended time out of service through the disconnect date.Frontier has corrected the error and issued credit for the suspended time out of service and notified the outside collection agency of the updated balance.Frontier advised the final balance owing in $307.06.Frontier spoke with Mr. on January 27, 2020 and advised of the above.Frontier’s position on this matter has not changed.
Frontier communications, service area Rose City. When working service fluctuates from 1-25 mgb and we are able to stream, use phones, computer ***. Etc. problem is it is down a lot. we pay $75 a month for internet alone. Currently we’ve been without service for 15 days. Our phones run on WiFi. So no phone either. We’ve waited for a technician patiently. Today Kabe finally comes. Shows up for five minutes, then says he has to leave to check the lines. My husband left right after and his truck wasn’t around. He never came back. He reported to frontier there was an ice storm where we live and he couldn’t get to us. There is not even any precipitation going on and roads are clear. He has done things like this repeatedly when he’s come to service us. Come for five minutes, then leaves for some appointment. It is usually the modem. We were told by another tech who is good but now retired, the modems are cheap. That tech once gave us a modem we had for two years with no problems... then this Kabe tech took it away, now we have lots of problems again. I wouldn’t do business with them unless you don’t have any other choice. Waiting two weeks was bad enough, but they keep employing this tech who has a history of not keeping appointments and fabricating stories and being rude. We’ve told them we don’t want him In Our house anymore.
We have had this service for over 20 years. in the past 2 years we have had many problems. Our phone line is completely unusable for days on end. When I try to call in a service call I am unable to speak to a human. Their tech has come out numerous times to fix the line, and even he told us that he reported the problem but frontier doesn't want to resolve the problem with their line. We live in a rural community and they just don't care. Our phone (and out neighbor's phone) has been unusable since before Christmas. I schedule a tech - he came out but the phone is not useable So on January 3rd I called to cancel their phone and internet, the retention team offered me fios so we wouldn't cancel. they agreed to install it on january 13th. Today I got a voicemail that due to engineering difficulties they cant install us til feb 21st. I called their customer service and was told they cant help me cause so many people are switching - they can't let me talk to engineering cause nobody has their phone number, We still dont have a phone - and there isnt any other phone or cable company in our area -frontier is the only one.
This company is not only a monopoly but they have us held hostage. do your self a favor and don't bother trying to get phone or internet service in Potter New York
The WORST company we have ever dealt with! They have sent us a bill for over $100 for the last few months even though we’ve never had service with them. My husband called to see if they serviced our area and was told they did. When the technician arrived he told my husband that he could not install and that they infact DID NOT serve our area. The first 2 times they sent the bill he called and the operators said they were very sorry and that the issue was fixed and there was no balance. Bill 4,5 and 6 he called and was not as friendly. Each time they would place him on “hold” then hang up. Please stay away from this company. They do not care about costumer service whatsoever.