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 cancelled my account before the installation. They claimed it was installed anyway, which is physically impossible since none of their employees ever stepped foot in our house. I argued with them until they finally confirmed on their end that there was no service running to our house. I told them they needed to cancel the account. They claimed they did and even gave me a confirmation number. However, in the past 24 hours, I've already gotten three different emails claiming I owe hundreds of dollars to them for service I never received. Even if I had gotten the service, I wouldn't owe this much money to them. My account is also not showing that it was cancelled, so the charges make no sense and they are lying about closing the account. It is incredibly wrong to charge me this money in the first place, but I'm afraid that if I don't pay it, that they will send my bill to collections. This is life ruining debt that they are unnecessarily creating for me for a service I never even had installed. They need to finally close my account and stop claiming I owe them money. This is a cycle that I can already see going on forever as they continue to lie and drag my family's home and my credit down for no reason. I found black mold in my new house that terrifies me less than Frontier communications does.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. is disputing a bill for service from Frontier Frontier has investigated the above statements and offers the following response:
Frontier advises that due to an order entry error, an installation order was completed but services were not installed.
Frontier advises that the error has been corrected and a full adjustment will be issued to bring the account to a zero balance once the closing statement generates.
Frontier has set up a follow up with Ms. to ensure accuracy on the closing statement.
Frontier spoke to Ms. on January 10, 2020.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
I have been having trouble with my phone service. I have called numerous times. The last three times---1) the first guy says trouble from tornado going thru southern clark county. 2) Second guy says must be the nubs. Had a guy come out to mark electric and phone lines he tells me I dont have a ground in my telephone pedestal call again 3) Third guy says cant be fixed-there are about 36 people in this area that have this problem. He proceeds to tell me I do have a ground in pedestal. I said what do you mean it cant be fixed--he says sorry-nothing I can do. If I am not getting quality service I should get a reduced bill. My phone has a continuous static crunchy buzzy hum. I can hardly hear the other person. And they can hear me half the time. How can they bill us 36 people full charge for half service ---they cant fix it----and they know all about it???? My two neighbors have the same problem *** and ***. And 34 other people too.
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 repeat intermittent noise and static on his phone line.
Frontier has investigated the above statements and offers the following response:
Upon investigation, Frontier advises a trouble ticket was issued on October 3, 2019. Frontier advises a technician was dispatched on October 14, 2019 and repaired a short on the line.
Frontier advises that a ticket was issued December 20, 2019 and dispatched a technician on December 23, 2019 and found the line tested clear.
Frontier applied a credit adjustment to Mr.’s account for the time out of service. Please allow 1 to 2 bill cycles for the credit.
Frontier attempted to speak to Mr. but was unsuccessful. Frontier advised of 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 Mr. may have experienced as a result of the above matter.
They say that a Wifi router must be rented from Frontier in order to have the service, and is charged a $10 fee every month. But they have failed to send a router to me but I am still being charged for it. They keep having to issue a refund because I am insistent on not paying for a device that I do not have. I have waited until my service is disconnected because I do not feel that I should have to argue with them every month.
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
Mr. is disputing fee for router not received. Frontier has investigated the above statements and offers the following response:
The Frontier router is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.
Frontier has shipped a router to Mr. and credit issued to the account.
Frontier spoke with Mr. on January 8, 2020 and reviewed the above along with direct contact information for any shipping issues.
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
Have had internet issues daily for several years. Have had service technician onsite multiple time only to have issues return later. Company never fully resolved issues. Internet access is terrible. Customer support is horrible.
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 that he
has been experiencing intermittent speed and connectivity issues with his
Internet service from Frontier.Frontier has investigated the above
statements and offers the following response:Internet speeds are based on
multiple variables including limitations of the computer, wiring inside the
home, time of day,k distance from Frontier’s equipment, among other things. A Frontier Representative
spoke to Mr. on January 23, 2020 and offered to send a technician to Mr.
***’s residence but Mr. refused. Frontier is continually working to improve its
network and its customer experience, there are no specific plans for upgrades
in Mr.’s area at this time.If Mr. is
dissatisfied with Frontier’s Internet service he can cancel service with no
further obligation. 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 had an account with Frontier Communications since 2001 and moved from the resident in 2010.
I left the account open for my girls who still reside at the address in Elk Grove, Ca. Back in October 2019 my daughter call me and asked if I could cancel the account because they were moving to another provider and told me they could not close the account because it was in my name. So I made the call to Frontier and canceled it. The person I was talking to said they would send a return box to put the Modem in. A month later my daughter called me and said they got another bill, she said they never received a box for return. I then called Frontier up again and spoke to another person. He told me that the first person never put down a box to be sent for a return to be made but that he would help me and get it taken care of.
I just received a call followed by a letter both today the 7th telling me it went to collections. I once again called my daughter and she told me that they never send a box, She also told me that she tried to take it in to the hub and they told her they do not handle that type on transaction.
She sent me the money today to pay for it, but I decided to write to you for your help first. I don't like anyone going after my credit when we have done are part.
Please advise and help. thank you
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
Mr. is disputing the unreturned equipment charge. Frontier has investigated the above statements and offers the following response:
Frontier advises a prepaid return kit was sent thru UPS as of January 9, 2020. Once the equipment is received the unreturned equipment charge will be credited back to the account within one to two cycles. If payment was made then a refund would be due to the customer as per the refund process of one to three cycles.
Frontier provided direct contact to Mr. on January 13, 2020.
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.
On oct 12 2019 I moved from my home I was living in at that time.I discontinued my tv service with frontier.at my new home I acquired *** for my tv internet service beginning oct 13 2019. I no longer had frontier tv service as I had no equipment of frontier installed in my house.but yet frontier is still billing me monthly on 2 accounts .one account frontier says I owe them,$764.88 other account ,$49.50
The Complaint states that:
Mr. advises that he is disputing his balance with Frontier.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we apologize for the inconvenience this issue is caused.
· Frontier advises that despite our best efforts we were unable to reach Mr. to discuss his complaint. Direct contact information has been provided via phone and email.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID they should look up who they had service to after oct 12
***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I did not have any service from oct12 on at either address.nor any their equipment.I had gotten *** oct 13
Regards
The Complaint states that:Mr.
advises that he is disputing his balance with Frontier. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that after a thorough audit of Mr.’s accounts and contacts. We have credited Mr.’s new account in full. Based on contact reviews, we have also issue credit to prorate Mr.’s original account prior to his move. Credit has been issued for the dates of October 21, 2019 – November 5, 2019, the end of his bill cycle. Frontier advises that the rate of service and discounts Mr. received from his installation date of August 5, 2019 through cancellation, was based on a contract term. The early termination fee associated with cancellation of his service is valid. Frontier advises that we have spoken to Mr. several times regarding his complaint. Direct contact information has been provided.
Our internet routinely doesn't work for weeks at a time. Currently our internet has been out since 12/31/19. When I called that day regarding it, I was told that the network was congested and other customers have priority over me because they have faster speeds even though I have the fastest available speed in my area. I was also told that I can't put in a service ticket and there was nothing that could be done. Suprisingly on 1/2/20 our internet still wasn't working and when I called back I was told it is now an issue with my DSL and that a technician could come out on 1/14/20. So now we have to again go half the month without internet. This recently happened in Octoner 2019 as well where our internet was out for over a week. My children can't do their online school homework and my husband can't run his business. So not only are we paying for service we don't have, we are losing money from my husband not being able to run his business and all the other internet services we pay for that we cannot use, Netflix, amazon prime, etc. Fronteir is the only internet service available in our area so I feel they take advantage of customers, don't provide services we pay for, and offer poor service because we have no other options.
Frontier Communications
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 her Frontier Internet service has not worked since December 31, 2019. She was advised that it will be January 14, 2020 before it is repaired.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Ms. reported Internet issues on January 2, 2020. Frontier dispatched a technician on January 14, 2020 and repaired cable issue.
· Frontier issued a credit of $43.41 to Ms. Brenning’s account which she will see on the February bill.
· Frontier called Ms. today and left her a message with our contact information in case she needs 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 Specialist: Tami L Department: Customer Relations
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,
*** Brenning
I wanted to cancel phone service but keep internet called customer service on 1/2/2020. Appointment set up by customer service for 1/3/2020 to upgrade internet because he told me I had to, other representatives have said I didn't have to upgrade. Notes added on service order for technician to call prior so I can leave work in time to meet them at residence, which didn't happen, tech called me from my residence. Service tech told me they couldn't do the work that afternoon because of the distance of new wire and what is involved would take more time and would need to involve engineering before they did anything. At this point my service had been shut off but the tech could have it turned back on and when that happened he said the internet did not work. He left a new modem at the residence and said that should work. When I got home I connected the new modem with no success I proceeded to call customer service and after hours on the phone the internet was still not working. On 1/4 called tech support, still with no success but the representative told me I had service appointment for 1/6, which I was not aware of, but one of the many customer service reps. I spoke with must have set it up and didn't tell me. The original representative gave me his direct number and after several attempts to call and leaving voicemails with no response. All the reps. I spoke with state that the systems shows that I have the new service, yet nothing was installed and they will not change it in there system.
Frontier Communications
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 his Internet service has been out since January 3, 2020, after being told he had to upgrade to Fiber Vantage Internet service. Mr. called and just requested to change from phone and Internet to just the Internet service. Frontier has investigated the above statements and offers the following response:
Frontier opened a trouble ticket due for Monday January 6, 2020. A technician did go to the home and have to go back to the office to change Mr. Lucas’s line in the office and they got it working again for him. Frontier has issued credit for the outage to the account. Frontier spoke to Mr. on January 7, 2020 and he is satisfied at this time. 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: Jacey D Department: Customer Specialist
From 6/2017 until the end of service in 2019, Frontier billed me full price for internet services. I repeatedly complained about the service. Multiple technicians came to perform a repair, and stated they could not get me better service. I was unable to work on the internet from home (which is required by my job) and or watch one movie the entire time, due to the round circle going around and around. The service didn't work. I finally had to stop paying in order to get the service disconnected. I filed numerous complaints, and request for a refund. They awarded me zero, and sent me to collection. I refused to pay for the months they were unhooked, and I was actively using ***. *** tried 4 times to unbundle me, and Frontier did not respond.
Frontier Communications
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. is disputing her bill for Internet services from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that the available Internet speed depends on the distance from the nearest Frontier serving node. Ms.’s location is over 18,000 feet from the nearest Frontier serving node. Frontier provided the fastest Internet speed that they can provide at this location at this time.
Frontier records indicate that an out of service credit was issued to Ms.’s account on August 1, 2019 in the amount of $64.08.
A Frontier representative issued a onetime courtesy credit to Ms.’s account in the amount of $104.97 on January 10, 2020.
A Frontier representative spoke with Ms. on January 10, 2020 to advise.
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 Specialist: Linda Department: Consumer Relations
I've been billed full amounts of service since Oct 29 when we were supposed to be placed on a vac mode for $9.99 per month not $56.65 per month. I've called Frontier 4 times and cannot get this resolved
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. called Frontier on October 23, 2019 but an order was not issued to add his seasonal rate.
Frontier records indicate that an order was issued on December 6, 2019 to add the seasonal rate to Mr.’s account.
A Frontier representative issued a credit to Mr.’s account on January 14, 2020 in the amount of $65.14 for the billing error.
A Frontier representative spoke with Mr. on January 14, 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
Due to constant service outages I canceled my internet service. I made a payment on 9/25/19 with my *** card. The internet went out the next day and when I called to have it fixed they told me it would not be looked at until 10/22/19. I then decided to cancel the service because of the length of downtime. I called to have the charge taken off my account and was told they would do so. The person I talked to (Ron) said he would refund my payment and gave me a confirmation number (***-***). The charge was reposted and paid on my Dec 16, 2019 *** bill. When I call to contest the charge at Frontier I get no help at all. I was even told they couldn't look up the confirmation number because my account was closed. In addition to that I am getting billed over $10.00 to close the account. I told them to take the $10 out of the $53.78 and refund the rest. They said they can't do that. Three times I requested to talk to a manager and was told none was available. Three time I requested a call back from a manager but never receive one. In addition to this they have referred me to a collection agency for the $10+. I have a credit score of 802 so I am responsible and pay my bills. But I refuse to pay for a service I didn't receive.
The Complaint states that:
Mr. advises that he is disputing a payment made to his account prior to cancellation of his Frontier service.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we apologize for the inconvenience this issue is caused.
· Frontier advises that Mr. made a payment of $53.78 on September 25, 2019 for his bill cycle beginning September 4, 2019 – October 3, 2019. Mr. requested that his service be cancelled on October 9, 2019. The payment made on September 25, 2019 paid for an active period of time, and would not be refunded.
· Frontier advises that we spoke to Mr. on January 8, 2020 to advise of the above.
Frontier reps provided me with inaccurate information concerning Cal Life LIne, canceling service early without gaining another
monthly charge,shutting down service to upgrade without preadvisal (12hrs down), suppiled service tech wrong info when attempting upgrade for Cal Life Line. At present I owe 54.82 which I will pay under protest. I do suggest the following for frontier corporate: A real arbitration dept for complaints,none exists at present, more training for all staff who gave me half accurate to completely inaccurate information leading to exceeding time frame for end of pay cycle, supply mobile service techs proper field info I would not have known she was on premises if I had not opened front door to look and secure for night. Tech also advised me that frontier should have waited for her call to shut service not put me in a crimp as I am uemployed and was doing a job report form for a possible job.
The Complaint states that:
Mr. advises he is disputing his final amount due to Frontier.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we apologize for the inconvenience this issue is caused.
Frontier advises that Frontier advises that per our Terms of Service, unless otherwise required by applicable law, your termination of Service may be effective on the last day of your Frontier billing cycle for all applicable Services.
· Frontier advises that as a courtesy, we have adjusted the prorated time from the time Mr. disconnected his service through the end of his bill cycle.
· Frontier advises that we spoke to Mr. on January 7, 2019 regarding his complaint and provided direct contact information.
I have spent over 2.5 hours with various people and nobody has helped me. I wanted to reduce my bill for the month of January then cancel my service Jan 31. I called on Dec 30, 2019 to do that and was told I'm all set. I literally am driving across the country and said I'd be doing that on Jan 1. I was told my new bill would be about $50 for January. Then I got the bill for almost $90. Then I got a text saying a technician was at my house. I was never told that was necessary. I want to cancel my services as of Jan 1, 2020. If that's not possible, then I want my service downgraded to 6mb for the Jan 1-31 billing cycle then canceled then. I also have been WAY overpaying for years with a landline I didn't need. What a scam. I feel completely taken advantage of. Incredibly horrible company.
Thank you for referring the complaint of : *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Ms. is disputing her bill for services from Frontier.
Frontier has investigated the above statements and offers the following
response:
· Frontier advises our records indicate an adjustment has been applied to the account.
· Frontier advises our records indicate Frontier spoke with Ms. on January 10, 2020 concerning her account and has resolved her issue.
· Frontier advises Ms. has a direct point of contact 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.
I reported poor internet connection on Dec 26. Schedules tech appointment on Jan 1 that was canceled by company on Dec 31 called request supervisor was to get call back never happened. Reschedule appointment for Jan 4 tech didn’t show I confirmed on Jan 3 and at 9 am on Jan 4. Had to call again to have this product shipped to me so I can fix it. Still horrible internet and I pay full price
Frontier Communications
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 intermittent speed and connectivity issues with her Frontier Internet service.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and Wi-Fi network interference. Customer speeds may vary over time.
· Frontier also advises that the available Internet speed depends on the distance from Frontier’s closest facilities. Ms.’s location is over (16000 feet) from the nearest Frontier facilities. Due to this distance, the fastest Internet speed that Frontier can provide at this location is [1] Mbps at this time.
· Frontier advises that a second connect was offered to Ms. which will be an additional Internet service at the speed of 1 Mbps. This is being installed on January 24, 2020.
· Frontier advises that Ms. is aware of all of the above.
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 Specialist: Tami L Department: Customer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
today is Jan 24 at 1235pm. I have spoken with Tammy 2 times at Frontier already today. The Technician has failed to appear within the agreed-upon original time of 8 AM to 12 PM. At 11 AM this morning I called Tammy to find out where the technician was sent at 9:01 AM I received a text message stating he would be here between 8 AM and 10 PM. Again at 12:10 pm I called and Tammy return my phone call 20 minutes after to tell me that the technician was still on the first job and it would be at least an hour before he could call me and let me know what was going on. At which time I was informed they were waving a $75 installation fee which I was not informed about. ThisIs not good service it has been since December 26 and I am still waiting on service to be installed in my home this is not resolved. I confirmed this appointment by text at least twice. My husband now has to take the day off work because I scheduled medical appointments this afternoon and can’t wait for the technician to show up. I’m planning on calling you and discussing this matter. I have reached out to the local congressman in my area and considering notifying the FCC of the business practices that are going on. Please advise your next step.
Tell us why here...Frontier CommunicationsThank you for referring the rebuttal
of Melissa
*** to our office for review. We appreciate Ms.
bringing this matter to our attention.The Rebuttal states that:Ms.
*** advises that the technician for the installation of services did not
show at the time of the appointment that was scheduled. Ms.
*** advises that there will be a $75.00 installation fee that was going
to be waived that she was not aware of.Frontier has investigated the above
statements and offers the following response:Frontier advises that Ms. was advised by Frontier that she would have an approximate scheduled appointment between 8am through 12noon on January 24, 2020. Frontier sent a text to the customer that the appointment would be between 10am through 12noon. Frontier did not meet that appointment. The technician completed the installation on January 24, 2020.Frontier apologizes to Ms. for any inconvenience this has called her. Frontier issued a credit of $75.00 for the installation fee that was advised would be waived. A courtesy credit of $50.00 was also applied to Ms.’s account due to the missed appointment. Frontier called Ms. today and left her a message with the information above and our contact information in case she needs anything further. We trust that this
information will assist you in closing this complaint. We regret any inconvenience that Ms. may
have experienced as a result of the above matt
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Ordered internet service from frontier. Was told free installation and no extra charges other than my normal monthly fee. After receiving the first bill after installation, I was charged a 40.$ installation fee and a 9.99$ equipment delivery fee. After I was told free installation and no charges other than my normal monthly fee. I contacted frontier on 1/4/2020 and was told they are valid charges I would have to pay even though I was told free installation and no additional charges.
Frontier has investigated the above statements and offers the following response:
· Frontier advises on December 2, 2019 Mr. placed an order to add internet to his existing telephone services for $44.99 a month before taxes, surcharges and equipment fees.
· Due to agent error Mr. was not advised of the technician fee and one time deliver fee of the router.
· Frontier has issued appropriate credit to the account for the incurred fees.
· Frontier spoke with Mr. on January 10, 2020 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
signed up for Frontier internet- had a special 500 mbps for 39.99 monthly & installation $75. over three month period which was $25 a month for 3 months also $100 gift card after 90 days.
Was billed the entire install fee of $75. when I called was told they already billed me and I had to pay in full. This is false advertisement.
Frontier has investigated the above statements and offers the following response:
· Frontier advises due to isolated agent error the technician installation fee of $75.00 was not broken up into 3 installments but billed on first statement.
· Frontier spoke with Mr. on January 13, 2020 and advised of the above. Mr. decided to leave billing as is; Frontier issued a one time discretionary credit for the error.
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.
On July 22, 2019 I called to cancel Frontier Fios internet. The retention's department quoted me a rate of $50/month for 500mb/500mb internet with no equipment fees, and a one time $75 installation fee spread over 3 monthly payments of $25 each. I was told this rate would be valid for 2 years. Since then, my rate has been $70/month + the correct installation fee. I have called numerous times since then (each month to have them correct my bill) and each time I have been told different stories. Multiple times, frontier communications representatives told me that they would pull the call logs, review my case, and give me the rate I was quoted. On my latest communication with Frontier on 12/28/2019 with Shelby in their retention department, I was told the call logs were NOT previously pulled, but that they would be now, and I would have a resolution by 12/31/2019. It is now 1/5/2020, and my account billing has still not been fixed and no one from frontier has contacted me.
Frontier has investigated the above statements and offers the following response:
· Frontier advises the correct price for the FiOS internet 500/500 is $70.00 per month before equipment, taxes and surcharges.
· Frontier advise the equipment router fee of $10.00 is included through August 23, 2020.
· Frontier has issued credit to Mr.’s account covering the difference of the August-December 2019 billing statements due to agent error during order the order process.
· Frontier spoke with Mr. on January 7, 2020 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
Never had such poor customer service! Ordered last August and NEVER received the equipment in spite of several attempts to track it down. Cancelled entirely in October and was assured my record was clean. Now I received a notice from a collection agency for something I never received. No one will help in spite of numerous phone calls and assurances that this has been resolved.
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 has been billed for service that never worked.
Ms. advises that her account has been referred to collection agency and requests that this be deleted from her credit report.
Frontier has investigated the above statements and offers the following response:
Frontier determined that Ms. never received the router shipment and the service was never installed.
Frontier has applied a credit adjustment to Ms.’s account in the amount of $59.85 and has requested that the credit agencies close the account and update the credit report.
Frontier communicated the above information and provided direct contact information via email and phone message.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
I subscribed and signed a 2 year contract for high speed internet. Since installation, we have never had reliable service. For days we would go without service. Calling Frontier is horrible. It's automated, long waiting time, disconnected with no call back and service members whom are hard to understand. We were without service more times than we had service. They would never adjust our bill. Most times when I called the service member didn't type notes of the call. We subscribe to ***, *** and ***. We paid for these services while we couldn't use them due to no internet.
Recently our internet completely quit working. I called , more than a dozen times, and service wasn't restored. After 3.5 weeks without service I cancelled our non-existent internet. They still expect me to pay my bill in full, pay an early termination fee and use my time and gas money to return their equipment. All the while I'm paying for my other subscriptions. I'm disgusted with this company and the lack of customer service. I need this resolved so they don't ruin my credit.
Contact was made with Ms. on 01/13/20 to verify if she would like a technician sent out or to cancel service. She requested to cancel service stating she has gone with another provider. An order was created to cancel service; the early termination fee was waived; and credits totaling $55.79 were applied for service dated 12/04/19 – 02/09/20. The credits will appear on the 02/10/20 bill statement as the 01/10/20 bill statement was already printed.
I cancelled my service back in August. I received an email on 9/27 showing my final balance. I am owed $31.41 for service I was billed and paid for but never used. I have called several times about the where-abouts of my refund but the operators are either playing dumb or clueless.
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. indicates that he has disconnected service with Frontier and Frontier did not provide a refund in a timely manner.
Frontier has investigated the above statements and offers the following response:
Frontier’s refund policy is to issue a prepaid Mastercard by Wirecard 90 days from the disconnection of service. This time period is required to ensure all outstanding charges or credits are posted to the closed account.
Wire card did send Mr. a refund in November however it was returned as undeliverable.
Frontier has changed the mailing address to the service address and a manual refund check should be received in seven to 10 business days.
Frontier has left a voice mail message for Mr. 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 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.If their claims of a returned payment due to bad address are true, provide proof. This sounds like a baseless claim to deflect their negligence to refund my money. If true, they have my phone number and email. Better yet, they have my card information on file. Why not refund the money to my card?Why was there no attempt to contact me? I feel extra compensation is in order for lack of access to my funds for 3+ months. This is solely a way to try and save face when presented with the undeniable facts of retaining funds that did not belong to them.
Regards
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. indicates that he has disconnected service with Frontier and Frontier did not provide a refund in a timely manner.
Frontier has investigated the above statements and offers the following response:
Frontier’s refund policy is to issue a prepaid Mastercard by Wirecard 90 days from the disconnection of service. This time period is required to ensure all outstanding charges or credits are posted to the closed account.
Wire card did send Mr. a refund in November however it was returned as undeliverable.
Frontier has changed the mailing address to the service address and a manual refund check should be received in seven to 10 business days.
Frontier has left a voice mail message for Mr. advising of the above and provided direct contact information.
Frontier does not issue credit for anything like lost wages or customer time. Credit is only issued for services we charge for.
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.