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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Hi, We are small community from New Creek WV. Some of us rely on basic phone service as we don't have other means of communication due to our mountain location. Frontier is on of couple choices we have there. Company charges around $54 a month for basic land line without long distance. On Dec 18, 2019 after the ice storm, we lost our lines due to the wire been down.
It was reported and Frontier representative was dispatched to check the issue but could not resolve it due to luck of equipment.
We called multiple time for ETA and each time representative on the call ensured that the crew is set to make it tomorrow. Never happened and many in our community are w/o basic phone line. Hate to see something happens like emergency and we pretty much cut off. Also asked to adjust our current bill amount but was declined and asked to call back when service restored. Company anticiapte me to pay for service I never received this billing cycle. BTW we don't have annual or term agreement or any other so call special deals with Frontier but month by month simple plan Ashamed we are at 2020 ( 21 century) can't get the basic line of communication from the vendor.
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that he lost his home phone service from Frontier on December 18, 2019, after an ice storm caused a wire to fall down. Mr. advises that he is expecting a billing adjustment to be issued for the days that he had no working service. Frontier has investigated the above statements and offers the following response:
Frontier advises that a cable had to be replaced in order for the phone service to be restored. The cable splicing and replacement was completed on January 13, 2020. Frontier advises that once the repair ticket was closed out, they were able to issue a credit for the time that the customer was out of service. Frontier spoke with Mr. on January 14, 2020 and confirmed that the phone service has been restored. He was advised of the credit that had been issued for the days he was out of service, and the customer is satisfied with the resolution.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
I have been over promised and Frontier Communication Internet under delivers every single day.
Slow internet from the day I signed up. I have had countless techs to my house, spent hours on hold and hours with their “it” support to identify the issue. Tech who visited my house told us in person the network is overloaded and there is nothing that can be done unless Frontier upgrades our area.
This is not a household issue, Frontier Communications has a network issue for this neighborhood. They are intentionally selling high speed internet of 6mb download KNOWING they will never be able to provide that. My in-laws within the same neighborhood have incredibly SLOW Internet with Frontier too.
My download speed on average is between 1-2mbps. I was told up to 6mbps. It has never exceeded 3, EVER.
We need this problem elevated to someone so we can actually have this problem resolved. We are being cheated out by this big business and they collect my money every month.
My bill continues to go up, I am now paying $15 per month more than when I signed up and I have the exact same service and terrible speed. I should be paying 1/3 of the price bc you are delivering 1/3 of the speed I should get.
Below is a link related to the WV class action lawsuit where Frontier was ordered by the courts to lower their bills according to the service they are providing.
https://www.prnewswire.com/news-releases/rm-law-announces-class-action-lawsuit-a...⇄
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that he has been experiencing slow internet speeds that are not consistent with the speed tier that he is subscribed to. Mr. advises that he would like his internet speed to be improved and also an adjustment made to his bill. Frontier has investigated the above statements and offers the following response:
Frontier advises that internet speeds are based on multiple variables including: limitation of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, Wi-Fi interference, among other things. Frontier advises that due to a surplus of Wi-Fi traffic in his home or immediate area, Wi-Fi network congestion could be affecting internet service speeds. Frontier advises that plugging devices directly into a router through a wired connection should address this issue. Frontier advises that the broadband service speeds identified in Frontier’s marketing materials and other communications reflect service capability speeds in a service speed tier. The high end of the speed range in a service tier represents the potential wired maximum speed capability in that service tier, but is not a statement, representation, or guarantee of the maximum speed that will be received. Frontier makes no promise or warranty, express or implied, that a customer will be able to download or upload data at any particular speed. Frontier advises that a technician was dispatched to Mr.’s home and replaced his modem. Frontier also issued a credit going back to the date that the customer reported the most recent service issue. Frontier spoke with Mr. on January 21, 2020 and advised him of the above information. Frontier will follow up with Mr. to advise him if there are any plans to upgrade their network in the future for his area.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I still have slow speeds, nothing was actually performed to increase my speed or reduce the long term costs of my bill. I will continue to pay a bill that has increased as the Frontier representative spins their response of “up to” speeds. painting a gray picture that speeds can land anywhere below that “up to” speed and it should be sufficient. .8-1.5mbps download is nowhere in the realm of “up to” 6mbps download. Again, I should be paying 1/3 the bill due to 1/3 the speed promised. I was also told “actually you are paying less than our lowest tier customers” as if I’m being cut a deal or an attempt to coerce me in to being quiet In fear for making my service worse or increasing my bill even higher due to submitting this Revdex.com complaint. my bill has increased over the years. I explain that, to Mark from the executive relations department and am told my bills “hasn’t increase, but I no longer have a promotional rate”. Which is an increase, my total bill has increase regardless of the spin. A technician was dispatched to my home for a new router (which was installed) and the speeds have not increased. This is the third or fourth technician I have had since being a customer and again was told by the tech “that is the best speed the network will get regardless of the router”. speaking with a customer service rep in Texas and she states she see irregularities in reporting, can’t see that my router is even online and also states it appears that there a port installations and main line issues outside of my home. It is clear that the Frontier
Regards
Thank you for referring the rebuttal of *** to our office for review. We
appreciate Mr. bringing this matter to our attention.The Rebuttal states that:Mr. advises that he continues to experience slow internet
speeds that are not consistent with what he is paying. Frontier has investigated the above
statements and offers the following response:Frontier advises that a technician was dispatched to Mr.’s home and determined that his service is fed from a pole mount that suffers from network congestion.A new pole mount is set to be put in place by the local power company, and Frontier is waiting for the power company to install it.Frontier advises that Mr. pays $39.99 per month plus the $3.99 infrastructure surcharge, the lowest price available.Frontier advises that a credit was issued based on the customer’s daily rate of service, from the date that the work order was created through the date that the technician completed the job.Frontier spoke with Mr. on January 29, 2020 and discussed the above information. Frontier will follow up with Mr. once the equipment has been upgraded to determine if his speed has improved. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of the
above matter.
My internet is out more than it works and trying to jump through hoops to get a tech sent to repair it is like pulling teeth. Last time my internet was out it took over a week to get a tech to come out. Now it is out again and I'm considering just cancelling my service completely because I don't want to deal with the headache that is Frontier.
My wife and I requested numerous times for a specific channel on their cable line up before we asked to change our previous cable provider. Two of their representatives said that it was on the line up and they did carry it. They installed the cable, I checked that evening for the channel and it was it not there. I immediately called to resolve this issue. They basically LIED to me to sell us a cable package and told me that I would have to pay for the month even though I had spoken to someone letting them that I was switching back to our old provider as soon as we could get an appointment. I just don,t understand how these big companies lie to consumers and feel they can get away with it , they act like we have no recourse. I just want for some one to do the right thing.
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 has changed the FiOS TV Channel lineup, removing the BeIN Sports channel.
Ms. advises that Frontier fraudulently did not disclose that the BeIN Sports channel was not available when she signed up for services and was told the channel would be available.
Frontier has investigated the above statements and offers the following response:
Frontier contracts with various programmers to offer content to our TV service customers. These contracts periodically expire or are terminated. Frontier negotiates in good faith to reach new agreements with program providers in order to offer our customers a rich TV experience. Generally, these contracts are re-negotiated or extended with no change to or interruption of service. Sometimes, however, there are changes to channel line-ups and to the content of programming packages.
Per Frontier’s Terms of Service programming can 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 advises Ms. has terminated her Frontier account on January 7, 2020. Frontier advises a credit adjustment was applied to Ms.’s account. Please allow 1 to 2 bill cycles for the credit.
Frontier will follow up on the February 1, 2020 bill statement for additional credit adjustments with prorated credits to apply for a total final bill due of $65.00.
Frontier spoke to Mr. 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.
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 cancelled both phone services with Frontier Communications about 4 months ago and they continued to bill us for services. We have contacted them four times in an effort to resolve this and were assured it would be corrected. They have now turned it over to collections, thereby damaging our credit.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. is disputing a bill for service from Frontier Frontier has investigated the above statements and offers the following response:
Frontier advises that due to an order entry error, Mr.’s phone lines were not disconnected correctly.
Frontier advises that the error has been corrected and an adjustment has been issued on the account to cover final bill charges. The account has a zero balance and Frontier has advised the collection agency.
Frontier spoke to Mr. on January 7, 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.
I have contracted with Frontier Communications as a voice and internet service provider. The so called service that I have received does not reflect the amount for which I am billed. I pay a monthly bill for a service that is rarely provided. Voice service is degraded with static and humming to the point of making it unusable. The internet is so inconsistent it is practically worthless. I pay for the fastest speed and receive only 2.8 mbps which isn’t good but would otherwise be fine if it was somewhat consistent. It’s sad that I pay $25 a month for WiFi in my car and I can get 6 mbps. I have consistently tried to get my service repaired. I receive a ticket number and am insured that a tech will contact me when it is fixed only to have it closed without being repaired. In all fairness , as bad as my service is the tech probably can’t reach me.
Frontier has investigated the above statements and offers the following response:
· Frontier received report of services issues on December 17, 2019 and dispatched a technician whom restored services on December 18, 2019
· Frontier received a subsequent report of service issues on December 29, 2019 and dispatched a technician on January 1, 2020; a subsequent report was received January 4, 2020 and dispatched a technician January 7, 2020 whom isolated and restored faulty drop.
· Frontier has issued credit for the appropriate time out of service to Mr.’s account.
· Frontier spoke with Mr. on January 8, 2020 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** A *** 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.
When speaking to the customer representative for frontier Communications, Who informed me that my service had been repaired, I had to relay to her a number of times that she had to speak up because my service was like talking into a can. She did speak up and informed me that they would refund me 70 dollars because they could see that my internet had been out a number of times. I asked what could be done about my poor phone service and I was informed that getting lines replaced was a huge process and that even if it was brought to the executive level there was still no guarantee that anything would be done. She informed me that basically all they have to do is provide me with a dial tone and then their end of the contract for service is complete. I use my phone for business as I am a contractor. It makes it really difficult to speak to customers on my home phone. I have had to resort to returning calls via text. This is completely unexceptionable.
Regards
Frontier has investigated the above statements and offers the following response:
· Frontier received report of services issues on December 17, 2019 and dispatched a technician whom restored services on December 18, 2019
· Frontier received a subsequent report of service issues on December 29, 2019 and dispatched a technician on January 1, 2020; a subsequent report was received January 4, 2020 and dispatched a technician January 7, 2020 whom isolated and restored faulty drop.
· Frontier has issued credit for the appropriate time out of service to Mr.’s account.
· Frontier spoke with Mr. on January 8, 2020 and advised of the above.
· Frontier’s position on this matter has not changed.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** A *** has experienced as a result of the above matter.
September 9 2019 I took off work a half a day so they could install Internet. They said they would be here between 1 and 5 PM, at 3 PM I called them and they said they have until five to show up . Shortly before five they called me and said they were delayed and would not be here. They wanted to reschedule for the 10th between one and five so I had to miss a half a days work again . I called them at 2 PM they reassured me they would be here before 5 PM . I called them at 3 o’clock because they had not showed up they reassured me they would be here .
A little before 5 PM they called me again and said they were not going to make it. They wanted to reschedule it for the 11th between one and 5 PM I said why should I take off work again if you haven’t showed up the last two days They reassured me I would be priority on their list since they missed me they set it up again between one and five They called me a little before five and said they were not going to make it again they wanted to reschedule for the following Monday I said no I do not want their business If this is how they work I don’t want anything to do with frontier communications . A month later I received a bill for $58.98 . I called them and said I was not paying this bill because they never showed up to hook me up I do not have any frontier business . A month later I received another bill for $116.96. Again I called frontier and informed them I was not paying this and I Wanted them to get this fixed so I did not hurt my credit he said he wipe the slate clean and gave me a confirmation number let me of *** and told me that it could take up to 90 days to get this cleared up if I kept receiving bills to throw them away they would not matter then a month later I received another bill for $141.44 . I came home yesterday to receive a letter out of my mailbox from credit collection services saying I owe frontier communications $161.09 I called the call center number and told them I was not paying this because they never showed up at I explained the entire situation to them And told them frontier owes me not me owing them I told them they would be hearing from my lawyer and I was going to sue them for harassment and they are going to pay me for my three days I had to takeoff work I checked frontiers website one last time this morning and decided I was going to go talk to them face-to-face the website said they were open from 9 AM to 7 PM today in Sullivan Illinois I drive over one hour to get there and they were closed I called the number on the office door it was ***. And told them I was trying to get this resolved one last time face-to-face before going to a lawyer . They gave me another one 800 number for the collection agency *** she suggested that I go ahead and call this number which was the main number for the collection agency so I did they told me that when I called the day before that they had forwarded it to frontiers main office and said that it needed to get resolved when I called this new number today she told me that she would magnify it again and send it on to management to try to get it resolved before it goes to court I am going to get a consultation with my lawyer on Monday to see what they suggest I do because I am not paying for services that I never received
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 the bill for Frontier services.
Ms. advises that Frontier missed her appointment on 3 different days to install service so she cancelled her order.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. placed an order for Simply Broadband service on August 27, 2019. Unfortunately, Frontier did miss the established appointments for installation.
Ms. advised the Frontier technician that she would like her order cancelled however, the order had been sent to billing, generating charges for Ms..
An order was placed to cancel Ms.’s account on October 19, 2019.
Frontier has credited the account in full and Ms. has a zero balance.
Frontier spoke with Ms. on January 9, 2020 and advised of the above. Ms. has been provided with direct contact information should she have any further questions or concerns.
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: Sarah H Department: Consumer Relations
Forget about trying to get any service expect to be on the phone for HOURS and no results. I've been over charged had my 2 year contract thrown out and charged almost 3 times the promotional price and gotten no closer to satisfactory results
I was told we would have 625 mps when we signed up for Frontier Internet and that we could do self install (plug the router into phone jack). We received a call the day of activation that an installer was coming out. Once service started we could not use *** or our tablets, kept buffering. I called and was told we only had 6mps. I was told for $15.95 extra we could double the speed. I cancelled service right away and filed a dispute with them. 4 phone. Calls later (a different answer each time) I was told the dispute was denied. My dispute stated I was given incorrect product information. The last call yesterday, I asked to speak with a Supervisor and was on hold over an hour at which time they hung up or disconnected the call without getting me to a Supervisor.
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 services from Frontier. Frontier has investigated the above statements and offers the following response:
A Frontier representative issued a credit to Ms.’s account in the amount of $75.04 on January 3, 2020 for one month of service.
Frontier records indicate that a refund was processed on Ms.’s account on January 6, 2020 in the amount of $75.04. Ms. will receive the refund in ten to fourteen business days.
A Frontier representative spoke with Ms. on January 6, 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 was charged $53.98 on January 2,2020 when I canceled my internet service 2 weeks ago. I asked for a refund because my service should have ended and I was denied that and a supervisor. I also was told by frontier I’d get a partial refund for December when I called on December 20. I’m currently getting refused service, refunds and getting hung up on.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
· *** was charged $53.98 on 1/2/20 after canceling internet service two weeks ago. After asking for a refund it was denied.
· Frontier informed that *** would get a partial refund.
Frontier has investigated the above statements and offers the following response:
· Frontier has reviewed the account and found a credit was applied for $27.78 on 12/21/19 as a courtesy.
· Frontier terms of service indicate that the internet is not a prorated service upon cancelation and is billed through the end the current cycle. Terms of service are available at Frontier.com
· Frontier has spoken with *** on 1/3/20 and went over the above information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that may have experienced as a result of the above matter.
I had no internet of phone service on 10/20/1019. We had a storm and it knocked out my service. I waited a 4 days before calling in because I thought service was out temporarily. On 11/3/2019 I called frontier about my issue and they determined that my modem was bad and they sent a new one in the mail. I installed the modem and my service still did not work. I then called them again and they said they would have to send out a repair person to fix the problem and they couldnt get there till like the 15th of november. I made the appointment and they never showed up that week at all, it wasnt untill the week later that they finally showed up to fix the internet. that was like the 21 st of november. by then I was out of service for almost a month. I called them to get credit on my bill for the time I was out of service. I had a hard time geting them to agree to giving me credit. finally they said they would approve me vredit of $76.38 and got a ticket number of #***. the next billing cycle, I never received my credit. I called back again and they said they denied my credit and wasnt going to receive it.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
*** service was knocked out due to a storm on 10/20/19 and was not repaired until 11/21/19 due to missed appointments and delays.
Frontier sent a modem to correct the issue and it did not. Frontier technician arrived and was unable to complete work which delayed the repair further.
Frontier has investigated the above statements and offers the following response:
Frontier technician arrived on 10/23/19 and found a corrosion in the connections and ports then replaced wires.
Frontier has issued credit for time out of service from 10/2/19 – 11/1/20 in the amount of $76.80
As stated in Frontier’s terms and conditions, Frontier will not be liable for any inconvenience, loss, liability or damage resulting from any preemption, loss, expiration, termination or discontinuation of or interruption of service. We trust that this information will assist you in closing this complaint. We regret any inconvenience that may have experienced as a result of the above matter.
I have issues with the fraudulent charges that frontier Communications is doing to me and I’m sure to countless other consumers. They will not disconnect service on 1/2/20 when requested by me for their “service” that doesn’t work but they tell me that I have to keep paying for service that I am not getting. We have already started to getting working service from spectrum on 12/27/19. I’m sure that I would not be able to charge for services or goods that I’m not providing
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. states that she contacted Frontier on January 2, 2020 to request to have the services disconnected.
• Ms. states that she feels the billing should stop on January 2, 2020.
Frontier has investigated the above statements and offers the following response:
• Frontier advises that Ms. has pre-paid for her services and is eligible to continue receiving service through the end of her billing cycle. Ms. can always stop the disconnection if she changes her mind.
• The final billing process is outlined within Frontier’s Terms of Service that can be found at frontier.com/terms/.
• Frontier updated the Terms of Service and notice of this change was printed on Ms.’s June 16, 2017 statement. All Frontier customer were given 30 days to opt out of the new Terms of Service.
We regret any inconvenience that *** may have experienced as a result of the above matter.
Upon moving out of a residence over 1 year ago, I discontinued Frontier Internet Service. Frontier has acknowledged that their representative made a mistake and did not input the stop order correctly, hence resulting in continued billing. I have spent over 10 hours on the phone via 9 separate calls with Frontier representatives trying to resolve this issue. I have been told on each call that the billing will be revised...along with multiple excuses as to why the system won't allow immediate credit. The excuses range from "the system needs 24 hrs", "the system won't credit any amount over $100", "the system needs management approval for credit". Regardless, Frontier has assured me that the credits will take place and It simply won't happen. I continued to call back and expressed concern for Frontiers inept business practices highlighting my concern that the fools would push the bill to collections ... WHICH THEY DID. Now I am being told that they can't refund past 3 months so I'm out of luck. Frontier will take ZERO accountability for their acknowledged error in processing a stop order over 1year ago. The customer care associates and management are simply among the worst I have experienced and can't be bothered to focus on the detailed notes form past conversations .... instead just taking a defensive position. It's astonishing that they are willing to spend roughly hundreds of dollars worth of employee time in order to stand their ground on a $130 bill!
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:
*** states that he called to disconnect his account on 02/01/19 and it was not disconnected until 05/06/19. He needs the billing corrected.
Frontier has investigated the above statements and offers the following response: Frontier advises that the account was disconnected on 05/06/19.
Frontier advises that per the notations on the account it should have been disconnected on 02/01/19 as Mr. requested.
Frontier advises that the account balance has been removed and it is at a $0.00 balance at this time.
Frontier has attempted to contact Mr. by phone, voicemail and email with not response.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
Frontier Specialist: Brenda B Department: Consumer Relations
my service of internet has been dissconnectes 4 times ,they say due to non payment,I have paid a disconnect fee of 75$ 3 times..my internetvwas only suppost to be 56$ a month plus tax and has been 72..they have lost 2 of my payment and only found 1 but in the process of the 2 lost payment I had to pay the reconnect fee which is not my fault..I have proof of all payment made.now they sent my bill to collections and I have been charged 285.for service that I have not had since November. I have sent in noterized proof of my payment from the bank and they are telling me they never recieved it..I have tried resolving this issue via phone and have been disconneted multiple times.u have also explaied how disatisfies I am with how they have handled this..I cant get through to anyone. I feel as if I have done everything I can to do so..I should not be pay ik ng fees for services because they are unable to locate a payment that I have proof of paying and for services that I know longer have that they are still billing me for.
Frontier Communications
Thank you for referring the complaint of *** L. *** to our office for review. We appreciate *** L. *** bringing this matter to our attention.
The Complaint states that:
*** L. *** states my service of internet has been disconnects 4 times, they say due to nonpayment, I have paid a disconnect fee of 75$ 3 times. My internet was only supposed to be 56$ a month plus tax and has been 72. they have lost 2 of my payment and only found 1 but in the process of the 2 lost payment I had to pay the reconnect fee which is not my fault. I have proof of all payment made. Now they sent my bill to collections and I have been charged 285.for service that I have not had since November. I have sent in notarized proof of my payment from the bank and they are telling me they never received if. I have tried resolving this issue via phone and have been disconnected multiple times’ have also explained how dissatisfies I am with how they have handled this. I can’t get through to anyone. I feel as if I have done everything I can to do so. I should not be paying fees for services because they are unable to locate a payment that I have proof of paying and for services that I know longer have that they are still billing me for. Frontier has investigated the above statements and offers the following response:
Frontier submitted a trouble ticket on 12/15/19 and a technician went to the location on 01/07/20. Frontier advises that a cable was cut in a manhole and it had to be repaired. Frontier advises that currently the service is working properly. Frontier has issued a credit for the time out of service in the amount of $56.17. Frontier advises that the credit will be on the next billing cycle. Frontier has spoken with Ms. Kure and advised of the above information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** L. *** may have experienced as a result of the above matter.
Frontier Specialist: Brenda B Department: Consumer Relations
Frontier committed fraud, I signed up for services in February 2019 with promotion ending 01/31/2021 for service 59.99 triple play months later without informing they started charging 100.99. Frontier also installed the wrong wifi router that is not supported my services. When brought all this to their attention and asked for reimbursement company simply evade their mistake and refuse reimbursement and correcting the problem saying that they have a policy of being able to only come back three months and then hung up the phone
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 $59.99 plus equipment and service fees, and taxes and surcharges.
Frontier advises that Ms.’s television package was changed on November 4, 2019 without disclosing the price change.
Frontier applied a credit adjustment for the difference in the package price and the duplicate router fees. 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 attempted to speak to Ms. but was unsuccessful. Frontier 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.
I moved into a new house on October of 2016. At that time I called and cancelled my service with Frontier Communications at my existing address (old) ***, account # *** and started a new line at my new address ***,account # *** with Frontier Communications. I added internet only at my new location. I was enrolled in autopay and would receive bills via mail. I cancelled my service on Sept 2 2019 for internet. Upon doing so, I cancelled my autopay. By doing that, I noticed Frontier was still deducting $99.95 from my account every month. I have just now discovered that Frontier never cancelled my original account at the *** address and I was paying for since 9-2016.
In addition to this, because I cancelled Frontier is charging me with late fees and additional months for the cancelled address in ***.
I tried several times to resolve with Frontier customer service, but they can not help me because I do not have a PIN number that they designate on their invoices. I can not gain access to this PIN number because if I try to get online to the account, it brings me to my account in ***, I have no access.
• Frontier advises that the customer subscribed to service at *** (). On July 22, 2016, he initiated new service at *** (). Frontier records show no request to disconnect the *** service at that time. At that point, the customer had two active accounts, one in *** (with a *** billing address) and one in *** (with an *** billing address).
• On October 24, 2016, the customer contacted Frontier to change the billing address for the *** location () to the *** address. After October 2016, the customer had two accounts for service with two different physical service locations but the same billing address and was receiving bills for both service locations.
• Frontier Terms of Service also advise that it is the customer’s responsibility to review their bill and notify Frontier in 30 days of any discrepancies.
• Frontier Terms of Service also advise a customer has 90 days to challenge billing charges or the bill will not be subject to further challenge.
• Frontier advises that account was connected July 22, 2016 and discontinued September 3, 2019.
• Frontier advises account was discontinued on January 2, 2020.
• Frontier confirmed that the last payment received on account was on July 29, 2019 in the amount of $63.99.
• Frontier determined that the September statement in the amount of $83.69 included charges from August 4, 2019 through September 3, 2019 as well as a late fee and a broadband disconnect fee.
• Frontier must respectfully decline Mr.’s request to credit his accounts.
I was told that my balance on my account in October 2019 was $0 after being credited for the lack of service for about a month and terrible customer service. I was told I would receive a paper bill in the mail for the amount of 9.99 and then I did not receive one until December 9th. This bill was for 23.53 after being transferred over and over again the 5th person told me that frontier sent me to collection on Christmas December 25th for nonpayment. I said I would pay the bill right now if they fixed the amount. They told me that they would not and could not because of collections. I have always had issues with this company and now I am so glad I left since they were unwilling to help.
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 reviewed Ms.’s account and determined that the charges are valid and correct.
Frontier advises that the charges cover a $9.99 broadband disconnect fee plus a $9.00 late fee plus taxes and fees.
Frontier attempted to contact Ms. to advise of this information but was unsuccessful. Frontier left messages and sent an email with 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.
On 3-29-2008, I signed up for a life time Two Year Plan with ***'s Online High Speed Internet Service for $19.99 per month (see *** Plan #2 attached, circled in Red).
On 6-4-2010, *** informed us that the internet provider would change to Frontier Communications. They sent the letter (*** Plan #1 attached) which stated, "What will not change" and "Your service plan and monthly fee will stay the same" (circled in Red).
On 10-31-19, Frontier raised the internet rate from the $19.99, what I agreed to, to $24.99. And, Frontier intends to raise the internet rate again on 6-15-20 to $29.99.
Frontier is not abiding by the agreement they made with *** and what I agreed to regarding my internet fee of $19.99 for life which would not change. I spoke to a Frontier representative on 10-18-18 and they were unwilling to accept or listen to my complaint.
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. Tony *** advises Frontier sent a letter which stated, “what will not change” and “Your monthly service plan and monthly fee will stay the same.” On 10/31/19 Frontier raised the Internet rate from $19.99 the price he had agreed to, to $24.99. On the bills since then it states that price is only good until June 15, 2020, then the price will increase again by $5 to $29.99 per month. Mr. states Frontier is not abiding by the agreement they made with *** and what he agreed to with a price for life service at $19.99.
Frontier has investigated the above statements and offers the following response:
· Frontier found Mr.’s services were upgraded from the lite speed Internet to the max speed Internet on September 15, 2016 and the representative added a new promotion where the pricing was $19.99 per month. On that day the “price for life” code was removed.
· Frontier is willing to give Mr. a credit of $20 for the last four months of billing to make up the difference and continue the $5 credit until June 15, 2020 statement.
· Frontier advises customers may stay on grandfathered plans but once the products and grandfathered pricing is removed it is gone.
· Frontier advises the increase on Ms.’s plan was $5.00 and will be an additional $5 on June 15, 2020.
· Frontier spoke to Mr. on January 9, 2020 and he is not satisfied with this 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.
Frontier Specialist: Jacey D Department: Customer Specialist
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.
Since there is nothing the FCC or I can do about this I have no choice but to accept Frontier's explanation, which I just heard for the first time. It's sad that by June 2020, my internet cost will increase by 50% and my only option is to find another carrier. I hope others, reading this, will also leave Frontier Communications.
Moved from service location on 7/2/19 at the time the telephone/internet bill was $0. The new owner was to take over service and he contacted the company on 7/5 service installed 7/11. After making contact with 7 different people we finally got this (so we though)t taken care of. They use private people working from their homes to handle, what we found out months later was that the person who was supposed to change the account over had instead created new service for the buyers of our property.(commissions are involved). We were told that the company would have the billing corrected. Today I find a collection on my credit report for 216.00. They made no contact after the last time we spoke with them and finally got a confirmation number which should have provided after they realized that the service had been incorrectly taken over
Frontier CommunicationsThank you for referring the
complaint of Raymond
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr.
*** advises that he was billed for service even though it was supposed
to be taken over by the new owner when he moved from the location back on
July 2, 2019.Mr.
*** advises that he called into Frontier multiple times and thought it
was taken care of and has since received a collection on his credit report
for $216.00. Mr. advises that
he would like a correction to his credit report and credit for the
balance. Frontier has investigated the above
statements and offers the following response:Frontier advises that the
new owner called into Frontier on July 5, 2019 and a new installation order was
set up for new service. A transfer of
service order was not set up at that time to transfer over to the new owner so
the service was still working under Mr.’s name. Frontier advises that it was
Mr.’s responsibility to call Frontier to cancel his service.Frontier advises that Mr.
*** needs to dispute this with the Outside Collection Agency.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of
the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The service would have to be installed using the same lines as this residence is in a country area and the phone lines run for approximately 1/2 mile to service it. The address that was used for billing is for a cottage on the property that is not habitable. It was done as a new order by a subcontractor that received a commission to show the billing address as the cottage address . Yes it would have been new service for this customer but it is not possible to create new service at this location without using the same lines as we had used. So effectively Frontier was billing two parties for the same lines. My first call to them was to make sure that the service had been changed and was assured that this had been done. We were advising them at the time that we no longer owned the property.
Everything about Frontier has declined over the years and that is very unfortunate for the customers that have no other companies to work with. Shame on you!
Regards
Frontier CommunicationsThank you for referring the rebuttal
complaint of *** to our office for review. We appreciate Mr.
bringing this matter to our attention.The Complaint states that:Mr.
*** advises that he was billed for service even though it was supposed
to be taken over by the new owner when he moved from the location back on
July 2, 2019.Mr.
*** advises that he called into Frontier multiple times and thought it
was taken care of and has since received a collection on his credit report
for $216.00. Mr. advises
that he would like a correction to his credit report and credit for the
balance. Frontier has investigated the above
statements and offers the following response:Frontier advises that the
new owner called into Frontier on July 5, 2019 and a new installation order was
set up for new service. A transfer of
service order was not set up at that time to transfer over to the new owner so
the service was still working and being billed under Mr.’s name. Frontier advises that Mr.
***’s service was cancelled on September 2, 2019.Frontier advises that credit
has been applied to Mr.’s account today, February 11, 2020 and now has a
zero balance.Frontier advises that the
OCA will be automatically notified and they will update his credit report and
pull back any negative reporting to the credit bureaus.We trust that this information will
assist you in closing this rebuttal complaint. We regret any inconvenience that Mr. may have experienced as a
result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
However, I reserve the right to resubmit the claim if the account is not credited and the damage to my credit is not corrected.
Regards
I ordered new service with Frontier. The modem did not arrive on time. I called and they sent the modem days late - they had not sent it or prepared to send it when I made my order. I was assured my contract date would not start until I recieved the modem and got connected. Once I received the modem I learned that it was not possible to get connected without additional technical work to upgrade the phone lines to my home. I then canceled the order and was assured that their would be no charges. I was told a box would come with postage paid to return the modem. When the box did not come I called. The agent attempt to collect money from me at that point. I reconfirmed my cancellation and that I was told no charges would be billed to me. The agent then hung up on me. I called back and he hung up again. Now I have still not recieved the box to send the modem back and a $50 charge has been sent to a collection agency.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that he set up Internet service with Frontier and the modem did not arrive in time and he was assured that his contract date would not start until he received the modem and get it connected. Mr. advises that once he received the modem he learned that it was not possible to get connected without additional technical work to upgrade his lines to his home. Mr. advises that he cancelled the order and was assured that there would be no charges and was told a box would come with postage paid to return the modem. Mr. advises that he has not received the return box and he has received a bill for $50.00 and it has been sent to an Outside Collection Agency for nonpayment. Mr. advises that he wants no further contact from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr.’s internet service order was completed on October 14, 2019. The order needs to be completed in the system before the modem gets sent out to the customer.
Frontier advises that Mr. cancelled his service on October 17, 2019 and was billed for the service.
Frontier advises that credit has been applied to Mr.’s account and he now has a zero balance and the information has been sent to the Outside Collection Agency to update his credit report.
Frontier advises that Mr. does not need to return the modem.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards