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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I’ve signed up for online account with paperless billing, I’ve been unable to use their online services because their system is down for weeks, when I call to pay the bill they’re refusing to waive any fees for paying over the phone, which isn’t fair since it’s impossible to pay online. I also think I’m entitled to late fees incurred from not being able to pay.
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:
Mr. advises that he has been unable to pay her bill online and Frontier refuses to waive late fees or waive the charge to make the payment over the phone.
Frontier has investigated the above statements and offers the following response:
Frontier advises customers are responsible to have their payment in by the due date or will be subject to a late payment fee.
Frontier offers multiple payment options as a convenience to our customers. However, some payment options may require an additional fee. The following payment options are available.1. Customers are conveniently able to pay their bill online. If they do not have a log in, they are able to use Express Pay. For automatic monthly payments, customers are able to set up an auto pay option. There is no fee for online bill payments.
2. Customers are able to pay by phone at however a $3.50 service fee will apply. Customers may also speak with a Frontier representative at however a service fee will apply
3.Customers can pay their bill at an agent location near them that accept payments however, a fee will apply.
4. Customers are also able to send their payment by mail. Mailed payments should be directed to Frontier Communications PO box 740407 Cincinnati, OH 45274-0407
or overnight payment send to Frontier Communications 5050 Kingsley Drive, Cincinnati, OH 45227-1115. There is no fee for customers who send their payment by mail.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
I am currently on a month-to-month payment schedule with Frontier for my home Internet and phone service. When on a month-to-month service, Frontier slightly raises the rate monthly. I have been a customer with them since 2004. In November, 2019, I called Frontier to see if I could get a better rate by signing up for a 1 to 3 year agreement as I have successfully in the past. They indicated I could, the rate would drop from $62.50 per month to $50 per month, and gave me a order reference number. In December, my monthly rate was still the higher amount, so I called and they indicated I needed to complete a third party verification before the rate could be adjusted. I did so. In January, my monthly bill was still at the higher rate, so I called back again, and the first person said they indeed saw the order to decrease my monthly rate, but would have to put me through to another person, who in turn forwarded me to another representative from the customer retention department. This person indicated it was a "system error" and my rate could not be adjusted, and would in fact continue to increase on a monthly basis.
Thank you for referring the complaint of : *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
*** is disputing his 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 Mr. subscribes to is $52.98 per month with an $5.00 discount through March 20, 2020 plus taxes and surcharges.
Frontier advises an adjustment has been applied to the account for Mr.’s inconvenience.
Frontier advises our records indicate Mr. was advised of the above mentioned on January 16, 2020 and has direct contact information for Frontier.
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. When I was contacted by a senior representative form Frontier, he acknowledged that the customer service representative indicated my current base rate was 62.50, and could be reduced to 50.00 and that they were wrong.
Regards
I signed up for internet service around 9/01/19 from Frontier. It stated on their website that you would be eligible for a $50 *** gift card for signing up. I called & ordered internet service & I was told by the representative that I was eligible for a $50 *** gift card after I made 3 monthly payments. I never received the letter to claim the *** gift card online,but my boyfriend did. He signed up for service about 2 weeks before I did. I have called customer service several times & they told me I’m not eligible which is not what I was told when I signed up.
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. advises that she has not received the $50.00 *** Reward Card that was offered in the advertising when she signed up for Frontier service.
Ms. advises that she has been unable to get satisfaction.
Frontier has investigated the above statements and offers the following response:
Upon investigation, Frontier determined the promotional offer was omitted on the install order issued on September 1, 2019.
Frontier advises the promotion has since expired on November 12, 2019.
Frontier applied a credit adjustment to Ms.’s account. Please allow 1 to 2 bill cycles for the credit.
Frontier advises Ms. accepted the resolution in lieu of the reward card.
Frontier spoke to Ms. on January 10, 2020 and advised of 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
I have been a customer of Frontier Communications since 2017. They stated to have their internet service I must have a land line. which I was charged $34.99 a month before taxes. This phone line was only used to provide internet service. I had no phone but paid for it. Each month I paid my bill in advance of due date and in full. My billing cycle runs from the 26th of current month to 25th of next month. Today, when I called to cancel my service (it's the 9th of the month), I asked when should I expect my pro-rated refund? I was told since I had no balance due, in the state of Texas no refund would be issued.
Well, this is the second reason why I will not use this company EVER again. They have antiquated service that requires a land line and they do not give refunds for services paid for but not received.
I guess this type of bad service is why a company in business for 85 years is not Revdex.com accredited.
Wish I had read the reviewed back in 2017, I would have used any other company other than this one for internet service.
I called and cancelled my cable with Frontier on 8/24 to cancel 9/12 and upon receipt of the next month's bill I was still charged for Sept. Upon calling they explained they don't do prorated billing, so I would have to pay for the entire month of service regardless of when cancelling, which I wasn't told this upon cancelling, but hey, I get this so I paid the $395. Next month's bill comes in and it shows cable hasn't been cancelled. I have contacted Frontier numerous times to correct my account dates and agents name noted (9/18 - Dan, 9/26 - didn't capture name, 10/9 - Mikhaela, 10/11 - Susan, 10/21 - Isacc, 10/21 - Zach, 10/24 - Steven, 10/24 - Samantha, 11/1 - Honesty, 11/29 - Rebecca) with NO RESOLUTION!! I have spent literally hours upon hours upon hours. Find out the cancellation request was originally put in as a Business Order on that was on 10/24 with Steven. He cancelled the request, but didn't put in a Residential Order. I'm being charged late payments. I was asked to prove I have another provider, which I sent that documentation from *** to Frontier. I still am using internet, which is Dan told me on 9/18 it would be $70 a month. This is such an easy fix, but every single agent can't help get the account corrected. I've been a great customer over the last few years and this is completely uncalled for.
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 discrepancy with Frontier.
Frontier has investigated the above statements and offers the following response:
· Frontier advises we have issued the appropriate adjustments.
· Frontier has scheduled a follow up to ensure next bill accuracy.
· 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.
Frontier Communications Continues to charge me for things and services I do not have. They bill me for unreturned equipment that I have proven over and over again with tracking numbers that I have returned< they have admitted numerous times they have received the equipment yet say they have taken it off my bill and they have not and now have disconnected my service because of it.
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. advises that Frontier billed her for equipment she has already returned.
Ms. advises that Frontier has not credited her account for the equipment charges billed.
Frontier has investigated the above statements and offers the following response:
Frontier advises that full credits have been applied and posted to Ms.’s account to cover all equipment charges. Frontier advises on the September 21, 2019 bill statement a credit was applied in the amount of $107.00 and on the November 21, 2019 bill statement a credit was applied in the amount of $428.00.
Frontier attempted to speak to Ms. but was unsuccessful. Frontier communicated the above information and provided direct contact information via email and phone messages.
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 was charging me for a period of 19 days under 2 accounts. I have called every month for the past 7 to get the issue resolved. I have documented dates, times, employee names and company ID #’s. I should have my account credited $70.29 plus taxes for this overcharge. Their customer service reps are the ones who gave me the duration and total amount owed. Every one of the different reps I spoke with were in agreement that there was duplicate billing and agreed on the timeframe and amount. They are not permitted to give credits out and opened case #’s in my behalf. These case #’s are being ignored by whatever division handles the credits due to the fact my bill has been wrong for 7 months. Secondly the promotion they offered stated I would receive a $100 prepaid *** gift card for signing up which they have neglected to send out as well.
Frontier Communications
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. 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. requested to port his phone number of 860-779-0992 to Frontier but a new phone number of 860-750-7472 was connected instead. This caused duplicate billing for the dates of August 28, 2019 through September 16, 2019.
Frontier records indicate that Mr.’s phone number of 860-779-0992 was successfully ported to Frontier on August 28, 2019.
A Frontier representative issued a credit to Mr.’s account in the amount of $86.62 for service from August 28, 2019 through September 16, 2019.
Frontier advises that Mr. was offered the $100.00 *** Gift Card promotion, but it was never added to his account.
A Frontier representative issued a onetime courtesy credit on January 14, 2020 to Mr.’s account in the amount of $100.00 for the *** Gift Card Promotion.
A Frontier representative spoke Mr. on January 16, 2020 to advise.
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.
Frontier Specialist: Linda Department: Consumer Relations
I have been attempting to receive internet and a land line from frontier since 12/12/19. Since then I have been given a run around every time I have contacted them. On 12/19/19 a service tech arrived at my location and informed me that a service ticket would be placed for a line to be dropped in order to connect my service. Since then, they have not contacted me I have been forced to contact them to receive any information and the information that I do receive is never consistent. The contractor that they contacted is not available by phone number and will not respond to any calls, gave *** the wrong address to mark for line placement, and has not placed another ticket for correct line placement. Frontier will not provide any information of any other contractors and are not able to reach the contractor themselves. My internet is supposed to be installed on Friday January 10th from 1-5pm. I was informed today on the phone that it would no longer be installed due to being unable to reach the contractor. My mother then called and she was given a different story and was told that the contractor would be at my location to drop the line on Friday from 1-5 yet the contractor had not been contacted. *** is required to mark the location of the line to drop before the contractor can dig. I spoke with the service tech from *** today and he informed me that he had not yet received an updated ticket allowing him to mark for the contractor to dig. This has been an ongoing process since December 12th, it is becoming very aggravating and frontier cannot seem to solve the issue. I have requested to speak to a supervisor and was informed that they did not have a supervisor for me to speak to and that I would be required to wait 24 to 48 hours to speak with a supervisor because they must enter a request for it. The reason I even requested to speak to a supervisor was because I have spent countless hours of my time trying to get this resolved and everyone continues to give me the run around.
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. states that she has experienced a delay in getting her services installed with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that construction was needed to provide new services to Ms.’s location. Frontier records show that the services were installed at 754 Burgess Hollow Rd on January 13, 2020.
Frontier advises that several attempts were made to contact Ms. to discuss this issue further but was unsuccessful speaking to her.
Frontier has mailed Ms. a letter with direct contact information if she needs any further assistance.
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 offered me services and said I was able to receive services. We schedule instillation and they were not able to install. They said call and let them know. I did, they billed me and I called several times, they advised me the amount would be cleared and it never was. Now I am in collections due to this.
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 has been billed by Frontier for services she never received.
Ms. also states that she has been sent to collections due to this.
Frontier has investigated the above statements and offers the following response:
A Frontier Representative found that Ms.’s account was not installed and should not have gone into the billing system.
Frontier has cleared all charges and will have all negative statement removed from the outside collection agencies.
Frontier has left a voice mail message for Ms. advising of the above and provided direct contact 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.
Cable went out, Frontier sent wrong router, sent it back, called back, sent another router. Without cable for 3+ weeks-were going to issue credit but instead charged us $200 for non returned equipment, which was returned. Called them again, they entered the wrong serial number, denied the credit and are still showing a balance of $200 which is incorrect. I have called over 12 times and still not resolved.
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 she had service issues that required a new DVR box. Ms. states she received the new DVR box and sent back the one that was not working. Ms. states that instead of issuing out of service credits that she was charged $200.00 for not returning the piece of equipment that was not functioning. Frontier has investigated the above statements and offers the following response:
Frontier records show that Ms. was sent a new DVR to resolve service issues. Frontier records reflect that Frontier did receive the piece of equipment Ms. returned. Frontier records reflect that Ms. was charged for a DVR box and credited for a DVR box on the same statement, resulting in no additional charges. Frontier has issued credit for four weeks of DVR charges on the September bill in the amount of $22.00 which reflects on the October statement for the time spent out of service. No further credit is due to this account. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
What they are not understanding is that I returned TWO items on 2 different occasions. The initial equipment that went bad and the 2nd item returned was when they sent the WRONG equipment. So yes, they did credit me for 1 but they need to credit me for 2. I spoke with Armando in technical support and he was able to confirm that both items are in inventory in the warehouse-On Oct. 2, tracking # *** & on Oct. 13, tracking # ***. He told me to file a dispute with customer service. I spoke to Mike in customer service yesterday, Id# *** and he said yes he can see what happened and that they were going to send an email to tech support to verify and it would take 3-5 days. Both departments said part of the problem is that the wrong serial # was marked as returned and they made an error in not receiving the 2nd item.
It is almost like they don't understand that we are talking about 2 returns-1 credit has been issued, but 1 has not, hence the $200 past due on my account.
Regards
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: • Ms. states she had service issues that required a new DVR to repair issues. • Ms. states she received the new DVR and sent back the one that was not working. • Ms. states that instead of issuing out of service credits that she was charged $200.00 for not returning the piece of equipment that was not functioning Frontier has investigated the above statements and offers the following response: • Frontier records indicate that she was charged for one box and credited for that charge on the December statement. This indicates there were no charges applied for unreturned equipment as the amount that was charged in error, was credited for at the same time. +1-1=0 • Frontier records do not reflect equipment charges on any other statements for this account. • Frontier records reflect that the balance on this account stems from not paying the 12/01/19 bill or the full 1/01/20 bill. • Frontier’s position has not changed as Ms. was not actually charged for any unreturned equipment. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs. has experienced as a result of the above matter.
Our business has been a customer with frontier for YEARS!!! Our renewal was in Aug 2019 and month bill was 388.79. Of cause we thought lets just stay and see if we can get a better price.. On July 2019 we were told if we sign a NEW contact 2 years!!! our monthly bill will be $279.94 with tax's. After contact was signed our first bill came in and WOW!!! $811.77.. Called frontier and was told there was a mistake bill was correct and was $152.35... Nov's bill came and was $277.45.. So it was with in the contact price.. Dec's bill back up to $388.93 Which was our fee before contact was verbal signed.. Call to see why the jump in price... Was told they would have never agreed to that and would have to $1600 to get out of our contact. Frontier was very unprofessional and unorganized we spoke to Monica #***.. We will definitely be breaking our contact in doing so we will be saving $120 a month.
I have reached out to Frontier a total of six times since I started service in September regarding the free subscription of *** for one year. I have gotten the run around each time. The first representative advised that I would be sent the email with the activation code on 12/24/2019, I advised that I had no received, she proceeded to give me a bogus code and pushed me off to ***. I contacted ***, who advised me that they needed the email or a 16 digits code. The code that the Frontier representative provided me was a 12 digit code. The second associate from Frontier advised me that she did not see where the email had ever been sent out. She told me she was unable to resend it. I asked for a manager, she states that she was the only person I could speak with and she proceeded to end the call. The third Frontier associate I spoke with was James. James did not address anything that I stated, he simply provided me with the Rewards *** line and transferred me over. The line did not allow me to speak with a representative. It only gave me an option to leave a voicemail and wait for a 48 hour turn around time for a call back. I never received a call back. Instead, a *** gift card for 100$ was received. Thank you for the gift card but I still do not have the resolution of the *** code that I have been waiting on. I spoke next with Clara. Clara also gave me the run around. After I gave her push back, she also refused to allow me to speak with a manager but advised me that she was being assisted by a supervisor. She was unable to assist but advised me to wait until the 2nd week of January for the email. I contacted today and spoke with Annabel. Who advised that she was unable to see a code but then had me on hold for a code that she said she was looking for. She advised me to contact ***, which I did via phone while I chatted with her online. She was unable to produce a coupon code, email or confirmation email simply for *** to honor the request. I attempted to send the CEO Daniel McCarthy an email, the email was returned. I want the services that I was promised.
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 when she started service from Frontier, she has been waiting for the free subscription of *** to be emailed to her but still has not received it yet. Frontier has investigated the above statements and offers the following response:
Frontier advises that the codes for the *** subscriptions needed to be replenished by ***. Frontier advises that the free *** subscription fulfillment has resumed, and the estimated time frame for customers to receive their subscription codes via email is approximately two to three weeks. Frontier advises spoke with Ms. on January 21, 2020 and advised her of the above information. Frontier will follow up with Ms. to confirm that she has received the email for the free *** subscription code, and she has direct contact information for Frontier if there are any additional questions.
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 am still waiting on resolution.
Regards
On 12/26/2019, I called to terminate internet service. The representative who assisted me stated the service would terminate on 12/31/2019 to avoid additional charges; the service terminated on 12/31/2019 as stated by the representative. I made a payment for $67.67 on 11/24/19 for the billing period of 12/2/2019 - 01/01/2020. I am now being charged an additional $11.50 for internet service provided from 12/4/19 - 01/01/2020, a billing period I had already paid in full. I called today to try resolve the issue the representative was unable to provide a reasonable explanation for the charge, simply stated that it's a fee that is charge for those who terminate 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. advises he is disputing his Frontier bill.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Mr. disconnected service at the end of bill cycle.
· Frontier advises that due to a system issue the discounted promotional rates were charged back in error. Frontier has credited the account to bring the balance to zero.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I called to have my service disconnected and transferred from my old address I’m Marion IL to my present address in Harrisburg IL on the 20th of December. I was told a tech would be at the new location on Monday the the 23d. He was here and told my wife it was something with the wiring and he would call me to let me know. Of course the 24th and 25th were holidays and I understood that. I called again on the 27th, and was told there was no location on their grid for my house? And that an engineer had to go out and survey, then a work order could be issued, 3-5 days. Holidays again, understood. I called again 3 Jan and was given a Install date of 6 Jan. No show! Or the 7th! Called and was told it would not be for another 20 days
Frontier Communications
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. advises he requested to move his Internet service from one location to another and was given an appointment on December 23, 2019.
· Mr. advises that as of January 7, 2020 his service was still not moved and was advised it would be 20 more days.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Mr. placed an order to move his Internet service on December 23, 2019. Due to an error in processing the order the order needed to be cancelled and re-written causing a delay to Mr. service being moved.
· Frontier spoke with Mr. on January 9, 2020 and he confirmed the service has been moved effective January 8, 2020.
· Frontier has issued time out of service credit in the amount of $39.20 and the credit will appear on the January 2020 bill statement.
· Frontier has provided Mr. with direct contact information should he have further questions or concerns.
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.
Frontier Specialist: Sarah H Department: Consumer Relations
We have had issues with Frontier communications for years, along with most of the people who live in our area. Multiple complaints have been launched, with nothing addressed to solved the problem. Minnesota actually has a law suit against this company for their fraudulent practices. We were enrolled in their 3 meg service for internet, the service was so bad that we often timed out a speed test. On a good day we got 0.1meg, they would tell us, we could purchase a bigger package, but were cocky in that, we could pay more money, but would not actually change anything. Because we are rural, this area has been held hostage to these people until now, with limited options. Another competitor came into the area, and we are happy to say we have very good service thru them. However, Frontier was very difficult to cancel with. We went to their office on 4 separate occasions to return our router, during normal business hours, returned when their sign said they would be there, with no one ever being there. We finally got in touch with someone via phone, and they did not want their router back. They sent us a final bill and sent it to collections at exactly the same time. for a measly $50, this bill has been paid, and they sent it to collections. Now we have been on hold for 2 HOURS with the collections company and still no response, this is ridiculous, I am assuming staffed with the same people as the New Richmond, WI office, that are never there. This bill has been paid, this is harassment. I personally feel they should have to pay the bill plus some for the inconvenience of needing to drive there 4 times, wait over 2 hours for no response and the fact that they charged for a service they never provided, nor had intent to provide. It is frustrating, that this company has been aloud to commit the amount of fraud they have to this area, with nothing being done. WE want the collections issue taken from our account, and would like to see some kind of restitution for what they have put people thru.
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 he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.
Mr. advises that he has terminated his account and feels he should not have to pay for poor service.
Mr. advises he wants his credit report corrected and compensation for the aggravation and time spent trying to resolve.
Frontier has investigated the above statements and offers the following response:
Upon investigation, Frontier advises that no trouble tickets were found reporting Internet issues to support any credit to Mr.’s account.
Frontier advises that Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, and distance from Frontier’s equipment, among other things. Frontier has investigated Mr.’s account and determined that Mr. resides in an area where high Internet usage during peak periods could be affecting Internet service speeds.
Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Mr.’s area at this time.
Frontier advises that Mr. has terminated his account on October 31, 2019.
Frontier advises that the October 25, 2019 bill statement in the amount of $80.78 was not paid for phone and Internet services billed through November 24, 2019. Frontier advises the November 25, 2019 bill statement charged for the Broadband Processing Fee of $9.99 and included prorated credits totaling $-39.34 leaving a final balance due of $51.43. The balance was systematically referred to a collection agency on December 29, 2019. Frontier advises that a payment for $51.43 was posted on January 2, 2020 and will be updated to collection reports per policy.
Frontier does not reimburse or compensate for personal expenses or claims. Frontier spoke to Ms. on January 10, 2020 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.
I originally contacted Frontier back on May 14th 2019 to have service changed to the new address I was moving to. Besides the countless issues incurred with them to just get the internet setup and installed I found out later that the original account services person set up an entirely new account under the new address. Therefore resulting in two different accounts. After finally moving into the new location and having internet service I canceled the internet on July 2nd at my old residence and continued on with the current internet service at the new place. At that point I was told that the original service representative set my account up wrong and that it would be corrected. I was told that they should of never opened another account, but just noted that the same account would be having a new address. I thought everything was corrected, but after a few months I called them back and asked to see if I could upgrade my internet to a higher speed. The representative I talked to on October 6th said that I would not be able to upgrade for the advertised rate and that my current rate was 60mb even though I was told that it was supposed to be 200mb. I also talked to their supervisor was told that they couldn't do anything to fix the issue even thought they could see that someone screwed it up in their system. They told me I would have to call back during the week and talk with someone about it. I asked for a refund since I did not receive the service that was promised and the representative continued to argue over the phone that they wouldn't refund the amount because I was paying the same price that it should of cost me for 60mb. I called and talked to someone on October 7th and they refused to help and I was told that unless I wanted to pay for the upgrade they couldn't do anything and even though they could see that there was an issue they wouldn't be able to help with a refund. After finding a new provider I closed the account on November 5th. After a month went by I got a notification on my credit card on December 7tg that it was being charged by frontier for services. I called on December 7th and talked to another representative asking why they are charging me since my account is closed. She explained that it was still open and after talking with her found that Frontier had been auto charging my card since July after I canceled the account because I moved and that it was never canceled or combined to one account like I was told. I asked for retro pay for what had happened. She said that she would put a request in and that someone would get back to me. I now am being threatened to be sent to collections even though I have canceled these accounts. I have no idea what their problem is and would like a resolution to this.
Thank you for referring the complaint of Chris *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. states he called May 14th, 2019 to have his existing account ending in *** moved to his new home. That Frontier failed to move the service, creating a new account in error. Mr. states he called July 2nd, 2019 to have his original account ending in *** canceled as new service was installed in new home. Mr. advises he called again on October 6th and 7th, 2019 to request speed upgrade for the new customer promotion advertised price and that was denied. Mr. states he had another provider installed and on November 5th, 2019, he had his account ending in *** cancelled. Mr. states he made final call on December 7th, 2019 and was advised his account ending in *** had not been cancelled and continue to bill. Mr. requests 6 months of credit for services not received. Frontier has investigated the above statements and offers the following response:
Frontier has reviewed the call Mr. placed to Frontier on May 14th. Per the call review, Frontier confirms Mr. advised the Frontier Representative that he was moving into a new home. He stated he had an existing Frontier 30/30m internet account ending in *** that needed to remain active so that he could later transition it to his renter. The Frontier Representative explained service cannot work at both homes at the same time and a new account would need to be set up at the new home. He can then supercede his account ending in *** when he gets a renter. Mr. agreed to open a new account ending in *** for 200/200M. Frontier has reviewed the call Mr. placed to Frontier on July 2nd. Per review, Frontier confirms Mr. did request to disconnect his account ending in ***. The Frontier Sales Representative contacted the Frontier Retention Representative to have the order placed for cancellation on July 7th. The Order was not issued correctly as no confirmation was produced and service continued. Frontier reviewed the calls Mr. placed to Frontier on October 6th and 7th. Per these reviews Mr. provided his account ending in *** and PIN to the Frontier Representatives on both days. He requested the New Customer Pricing for the 500/500m because he had 12 people in his home and needed the faster speed. Mr. disputed the speed he was being billed for, stating he was offered 200/200M, but billed for 30/30M. The Frontier Representatives explained he certainly could upgrade but as a long time existing customer, he would not qualify for the New Customer Promotion, he declined this. Frontier has reviewed the call Mr. placed to Frontier on November 5th. On this day Mr. provided the account ending in *** and PIN for his new account. Mr. requested to disconnect this account stating the he had a new provider and he was not provided the speed offered. The Frontier Representative reviewed and confirmed account information, ie address and the provisioned 200/200M speed were correct. The order was placed and completed. Frontier has reviewed the call Mr. placed to Frontier on December 7th. Per this review, Mr. could not provide the Frontier account number causing the Frontier Representative to use an alternate search and secure method. The Frontier Representative was able to determine that due to the failed disconnect order on the account ending in ***, the service continued to bill in error. A confirmed disconnect order was placed that was effective dated to last bill of October 12th. Due to the failed order, Mr. was owed an adjustment from July 7th through October 12th in the amount of $172.77 leaving a credit balance of $46.82 to be refunded within 30-90 days. Frontier followed Mr. request to create a new account (8610) rather than move his existing account (***). Frontier has determined the charges on the new account ending in *** to be valid for the 200/200M internet services he was provided at his new home.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. may have experienced as a result of the above matter.
I called a number that was advertised.
I was promised a specific price and a gift card after.
I have had this service since May and haven't received my gift card Everytime I called I'm told something different. Also we are disputing some charges.
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.
*** advises that she called Frontier on the number that was advertised
and was promised a specific price and a gift card. Ms. advises that she has had service
since May 2019 and has not received her gift card and every time she calls
Frontier she is told something different.Ms. advises that she is also disputing some charges on
her bill.Frontier has investigated the above
statements and offers the following response:Frontier investigated and
advises that the code for the gift card was never added to Ms.’s
order and that is why she never received the gift card. Frontier has placed a credit in the amount of
the gift card on Ms.’s account and she is satisfied.Frontier advises the correct
price for the package that Ms. subscribes to is $116.99 per month
plus taxes and surcharges.Frontier advises that credit
has been applied to Ms.’s account for the charges that she disputed and
the credits are on her January 29, 2019 bill statement.Frontier spoke with Ms.
*** and she is satisfied with the 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.
We have been having internet speed issues since the end of November. We should recieve 12mbps, but our speed often drops to 3-4mbps. In addition, our service, when running speed tests, shows unacceptable ping time and unacceptable jitter, causing us to be unable to watch TV and have slow computer speed. We have not been able to watch TV since November. We have put in 6 service requests. A serviceman has shown up for only 2 visits and has marked 3 visits as completed and one as cancelled. We cannot get satisfactory repair to our internet.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate Mr.
bringing this matter to our attention.The Complaint states that:Mr.
*** advises that he has been experiencing intermittent speed and
connectivity issues with his Internet service from Frontier since the end
of November 2019.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 of the
home, time of day, distance from Frontier’s equipment, among other things.Frontier continues to work
toward a solution that will improve Mr.’s Internet service. It is our expectation that Frontier will
upgrade its network in Mr.’s area. Given that many factors could impact the timing of an upgrade; we cannot
guarantee any specific date for project completion.Frontier spoke with Mr.
***, on February 18, 2020 and advised of the above. Mr. has direct contact information.
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
Well in August of 2019 I tried to get internet service with Frontier communications. They took my $38 deposit and sent me the equipment without informing me that I need a working phone jack. Then twice I set up for a technician to come out and install a jack. Both times they did an no call no show. I was finally able to cancel the account since I can't use the service was never able to use the service and demanded my deposit back. Now ever since I even ordered it they tried to bill me 42 dollars for a service I never used. They refuse to come get the equipment. They are still trying to bill me $2.80 after applying a deposit that I demanded back to the account without my permission. I am disabled and they are taking advantage of a disabled man. They argued with my wife about this. They are money hungry and even the supervisors don't care about the customer.
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that when he tried to get internet service set up with Frontier, he had not been informed that he would need a working phone jack. A technician visit was scheduled, but no one came out to install the jack. Mr. advises that since he was never able to use the internet service, he would like to have all charges cleared and his deposit refunded. Frontier has investigated the above statements and offers the following response:
Frontier advises that the service order was written up as a self-installation, but it should have been placed as a full installation, since a jack needed to be installed in order for the customer to have working internet service. Frontier advises that since Mr. was not able to use the internet service, the account has been credited in full. He will be sent a refund of $38.35, which is the amount of the deposit that he paid plus interest. This credit balance will be reflected on the February 1, 2020 statement. Frontier spoke with Mr. on January 15, 2020 and discussed 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.
I went to sign-up for services, had an issue with the website and got on chat with a Frontier Agent. The Agent was far from helpful on the matter but besides that.. I remembered there was an offer when trying to sign-up myself so I informed the agent that I would still like the promotion. They continued to tell me the promotion expired, it wasn't available, "maybe I should use a better device to complete the purchase, that they "would love a Visa gift card but unfortunately it is not available anymore." "good things come to an end. etc. Just totally ignoring me when I told them I saw the promotion right before starting the chat. Eventually I ended up telling them to just delete my information so I could try again myself.. They proceeded to ask me to try to get the promotion, and to let them know when it DOESNT work because they are "70%" sure it is not available. I proceeded to complete my sign-up, secure the promotion, let the agent know and they didnt apologize or anything. BAD BUSINESS.
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. advises she encountered an error in the online order process and received no assistance from an online chat agent.
Frontier has investigated the above statements and offers the following response:
Frontier advises that this incident will be investigated internally.
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 8, 2020 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.