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 used to be a customer of Frontier for a long time. But recently, we moved to a different house. I requested for a transfer of the service and I emphasized that I need my internet the soonest time possible because I work from home. It took more than a week until I gave up and requested just to cancel my account. I was so dissatisfied that they cannot figure out a simple service transfer. To make matters worse, they are charging me the full monthly service fee for using the service for only a few days. I was out of service for some time, since 12/22/2019, and yet my bill is for the entire month.
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. was charged for service that was never installed at his new address.
Frontier has investigated the above statements and offers the following response:
Frontier investigated Mr.’s account and determined that the move order completed on December 23, 2019 had the wrong address.
Frontier applied a credit adjustment to Mr.’s account that will appear in 1 to 2 bill cycles.
Frontier advises that Mr. has terminated his account and Frontier will follow up to verify the accuracy of the January 14, 2020 bill statement.
Frontier spoke to Mr. on January 3, 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 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
Frontier advertises 3 separate speed options ranging from up to 6 mbps to up to 45 mbps and charges customers for the top speed which is up to 45 MPBS but in our area they have stated several times that we cannot achieve speeds close to that. The speeds we are getting are very consistently below 6 MBPS if it works at all. Their website advertises prices for that speed at 27.99/month AND is says their prices are "For Life" however I've consistently had my prices increase since the beginning of my services. Essentially I'm paying for top tier services and getting bottom tier service. They have consistently told myself and others in my area they do not know when they will be increases service speeds but what we have is the best speed available. If I cannot achieve higher speeds, I don't feel that it is right to charge me for the higher speeds, and if I'm going to pay the higher prices, which I'm ok with, then I should expect the higher speeds I'm paying for! Additionally they offered a "Second Connect" which is an additional internet line, but that's not even available in my area, and I waited a month for a tech to come out only to find out that there are no available lines in my area.
Mr. is requesting the speed that is advertised in his area but has been informed that he cannot received those speeds because of his location.
Mr. indicates that he sees a lower price for his service and would like to know why he is unable to receive that price.
Frontier has investigated the above statements and offers the following response:
As stated in Frontier’s terms and conditions, actual Internet speeds may vary and any speed advertised is not a guarantee. Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed. Service subject to availability.
Frontier offers promotions on pricing and services to new and existing customers at various times throughout the year. Customers may contact Frontier Customr Service at any time to inquire about eligibility for current promotions.
Frontier advises if customers are eligible, they must agree to applicable terms and conditions in order for the promotion to apply. Generally, promotions are not automatically applied to customers’ bills
I have closed my account with Frontier and had paid fully for the last month. My account was closed a few day earlier that my billing cycle so I would not owe any money to Frontier. In fact, if anything, they would owe me for the days that I had no service. They billed me for $40 without any explanation. I called their customer service and the representative assured me that she corrected the account and I owed zero (0) amount as of that date. A few weeks alter I receive a call from a collection agency claiming I owed $40! This company has been overcharging me left and right throughout the years I had account with them. I have been constantly fighting with them until I was fed up and closed my account.
Customer Name: Homa ***Complaint No.: 1462105Frontier Communications has received notification of a
complaint from the above individual. According to the complaint:Homa *** advises he disputes the final balance of $40. Frontier has investigated the above statements and offers
the following response:Mr.’s account was disconnected on
October 22, 2019. The closing bill generated with a final balance of
$40.03 for promotional and disconnect fees. On January 15, 2020, Frontier applied credit totaling $40.03 for the fees, which cleared the balance on the account. Frontier also advised the outside collection agency of the credit and requested any negative credit reporting be deleted. Frontier attempted to reach Mr. to advise of the above information. Voice mail messages were left which provided a direct contact should he have concerns. We trust this information will assist you in closing this
complaint and apologize for any inconvenience the customer experienced as a result
of the above concerns. Sandra P. Frontier Executive Relations
I had previously had service with frontier and *** network combined, I called both *** and frontier to stop service on my *** account back in june of 2019 and frontier keeps billing me for my *** account to which they disconnected me. I also complained that the service to which I was receiving was very poor to which nothing has been fixed. I dont think they should sell people services to which they dont want to fix
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 cancelled his *** Network TV service in June 2019, but Frontier continued billing him for the service. Mr. advises that he would like Frontier to issue a credit to his account for having been billed for service that had already been cancelled.
Frontier has investigated the above statements and offers the following response:
Frontier advises that after they consulted with *** Network, it was confirmed that Mr. did speak with a *** agent at the end of June 2019 to inquire about cancelling their TV service. However, for the purpose of retaining him as a customer, the *** agent informed him that a channel comparison guide was being sent to him, which would allow him the opportunity to determine if there was a better TV package. Frontier advise that the actual cancellation request was received by *** on August 29, 2019. The *** credit is reflected on his September 28, 2019 statement. The cancellation of his Frontier internet and home phone service was effective October 16, 2019, and the credit is showing on his November 28, 2019 statement. Frontier advises that a courtesy credit has also been issued to Mr.’s account. He paid his bill in full on January 3, 2020, and he currently has a credit balance in the amount of $45.70 that will be refunded to him. Frontier initially spoke with Mr. on January 3, 2020. Frontier made multiple attempts at contacting Mr. via phone and email in between January 8, 2020 and January 10, 2020 to advise him of his credit balance. Frontier has not yet received a response from the customer. 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 billed me 224.46 for unreturned equipment called 5 times said would send a box never got a box now has been sent to collections when I call now they say my account is closed cannot help me it seems crazy just want to give back equipment back and clear account thank you
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
• Mr. states that Frontier has billed him for equipment that he is attempting to return
• Mr. states that he has contacted Frontier numerous time and requested return but has never received the boxes to return the equipment.
• Mr. is requesting that Frontier send the return boxes and correct the account billing.
Frontier has investigated the above statements and offers the following response:
Frontier sent return boxes with pre-printed return labels. The package was shipped via UPS and delivery of the package was confirmed delivered on January 6, 2020. Frontier spoke with Mr. on January 4, 2020 to advise of the arrival date of the return mailer package. Frontier records show that Frontier received the returned equipment on January 10, 2020. Frontier has issued all needed credits for the billed, unreturned equipment. Mr.’s account now reflects a zero-balance due. Frontier advises that Mr.’s account has been recalled from the outside collection agency it was placed with. Frontier attempted to reach Mr. by phone and email to advise of the above but was unsuccessful. Frontier left messages for Mr. that included direct contact information. We regret any inconvenience that *** may have experienced as a result of the above matter.
I'm getting charged for a service I never received.After numerous phone calls :
-09/30/2019-12:57-talked to Tina dispute #*** -10/30/2019-6:00pm-talked to Richard
-11/19/2019-6:27pm talked to Gail case #*** -12/10/2019 - 9:26am talked to Denise case#*** it was assured that the account balance is $0.00 but I'm still getting account summaries stating, that I owe $ 13.87.
Frontier has investigated the above statements and offers the following response:
Frontier advises a Residential Install was generated on September 19, 2019, to install internet to the residence.
A Frontier technician was dispatched to the residence on September 23, 2019 to install the internet. When the technician explained that Ms. would only receive up to 1 Mbps of internet, she cancelled the install order.
Frontier advises the Frontier account was disconnected on September 30, 2019.
Frontier advises a credit, in the amount of $13.87, has been applied to Ms.’s account and should provide a zero-balance due with the January 23, 2019 statement.
Frontier spoke with Ms. and advised of the above 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
I moved to new address end of August 2019, and I moved my Frontier internet service from the old address to new address. Someone at Frontier filed my move request incorrectly, and instead moving the service they started new one for the new address. This created two problems:
1: I was double billed for both addresses (this one I was planning to let go since it's minor item)
2: I have to pay early termination fee for the old address.
I've called, emailed and online-chatted with the customer service representatives numerous times over the months, and best they can do is "I see, this was our mistake, we'll look into it" but nobody was able to remove the early termination fee from my account. Finally I got letter threatening about collections and that this was going against my credit, so I gave into the blackmailing and paid the early termination fee. $85.10 dispute is not worth getting hit on my credit score. And I again called them about this, they created ticket on this saying they'll refund me by end of the year. Now it's 2020, and I still don't see my refund.
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
· Mr. states he called in September to transfer his services to his new address.
· Mr. is requesting a full refund of $85.10.
Frontier has investigated the above statements and offers the following response:
· Frontier’s record indicate customers account was disconnected on 09/24/2019 at which point his 09/21/2019 statement had generated for a total amount of $55.02.
· Frontiers record also indicates customer was charged a penalty of $70.59 resulting in a final bill amount of $85.10.
· Frontiers records indicate agent did follow incorrect process for transferring customers services to the new address which resulted in the double billing and the early termination charge.
· Frontier has issued credit for the error for the full refund amount of $85.16 effective today. The refund process does take up to a minimum of 90 days.
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 HAVE MADE SEVERAL CALLS WITH NOTHING FIXED. I HAVE HAD NO INTERNET SINCE DECEMBER 7, 2019. ON DECEMBER 11 THEY WERE SUPPOSED TO HAVE A TECH COME OUT TO FIX THE ISSUE. NO CALL AND NOBODY SHOWED UP. I CALLED TO FIND OUT WHY. APPARENTLY, THEY CANCELLED THE APPOINTMENT WITHOUT MY KNOWLEDGE. THEY SET UP ANOTHER APPOINTMENT A WEEK LATER. STILL NO INTERNET. DECEMBER 18 THE TECH SHOWED UP AND TOOK THE MODEM/ROUTER AND LEFT. STILL NO INTERNET. CALLED AGAIN, NO REFUND WILL BE GIVEN UNLESS THE SERVICE IS RESTORED. SO ALL THIS TIME THEY THINK I AM PAYING FOR A SERVICE I DON'T HAVE AND ARE NOT WILLING TO REFUND FOR ANY OF IT. YOU WOULD THINK 20 YRS OF LOYALTY TO THIS COMPANY, THEY WOULD LIKE TO KEEP ME HAPPY. I GUESS NOT. I WILL BE LOOKING ELSEWHERE FOR SERVICES
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 her Frontier internet service has been out of service Since December 7, 2019.
· Ms. advises she would like a credit for the time out of service.
· Ms. advises she has cancelled internet services
Frontier has investigated the above statements and offers the following response:
· Frontier advises the repair completed on January 7, 2020.
· Frontier advises we have issued the appropriate credits for the outage and a courtesy credit due to delays.
· Frontier advises that we spoke with Ms. 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 Ms. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Internet box goes out frequently, no way to fix the problem because frontier has repeatedly hung up the phone while I was trying to get our service fixed. They also advertise 500mb internet service for 39.99 but said can't get that service because we already have 15mb internet for 59.99 which is insane for that speed. They're customer service is horrible and internet service goes out every other day
Frontier has investigated the above statements and offers the following response:
Frontier spoke with Mr. and verified that his service issues had been corrected.
Frontier also went over pricing options with Mr..
Mr. was not authorized on the account and he will contact Frontier back once the account holder is available to speak.
Frontier has provided Mr. with direct contact 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.
Had them for 2 years all was fine, connection issues here and there but at 39.99 a month, I didn't mind it. But I started having issues when they made me have to have a validation code to pay my bill, I never had to have one before, and it never made me make a validation code therefor it was asking for something that didn't exist, I always just paid over the phone with my card and they knew my account by phone number. But then they made it nearly impossible to pay my bill so I ended service and they were suppose to send a box for the router but never did so I called them back and they said they can't help me unless I have a 5 digit code, which I never had. Note this is after I ended service with them and they said a box will arrive for the router return, they also charged me another 39.99 plus a 10$ fee for talking to a representative to close my account they are a junk company that talk horrible to you. I never write these reviews but I'm still fighting to shut off my service and I got a new service plan with new wave
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 he was billed a broadband processing fee. Mr. advises he has not received a return kit for the modem. Mr. advises he does not have a 5-digit passcode. Frontier has investigated the above statements and offers the following response:
Frontier advises there is a fee of $9.99 when a customer discontinues broadband service.
Frontier mailed out a return kit, Mr. should receive the kit in 7-10 business days.
Frontier advises 5-digit passcodes are used by Frontier call centers to confirm the customer's identity and protect the customer's account from unauthorized access.
Frontier communicated the above information with Mr. on January 3, 2020 and included 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.
When I ordered my current service, the salesman told me I could buy the router/modem outright when the promotional service ended. I called after the promotional service ended. I talked to the billing dept who then directed me to the technical support dept. where I waited on hold for 45 min before I gave up and went to the app to live chat, where they told me to speak to the billing dept. making it impossible to buy the modem outright.
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 would like to purchase a modem from Frontier.
Frontier has investigated the above statements and offers the following response:
A Frontier Representative spoke to Mr. on January 17, 2020 and arranged for the purchase of the modem.
Mr. was set up on 3 installments of $66.67 which will begin with the billing statement of February 19, 2020 and the last installment will be on the billing statement of April 19, 2020.
Frontier values Mr. as a customer,and has 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.
Being charged for call trace - ppu and fees associated with this service. I have caller I’d on my phone which I pay for each month.i.I have contacted this company with no results.
Thank you for referring the complaint of Mrs. to our office for review. We appreciate Mrs. bringing this matter to our attention.
The Complaint states that:
· Mrs. advises she is disputing the Frontier bill for charges for call trace.
Frontier has investigated the above statements and offers the following response:
· Frontier advises the call trace service is caused by dialing *57 and Mrs. was credited as a courtesy for the fees.
· Frontier was able to add a block to the account to prevent this for the future.
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.
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 tried numerous times to set up Internet services with Frontier Communications in September and October 2019; the equipment they sent for me to do it myself did not work even after lengthy conversations with their technical people. They offered to send someone out to set it up for me, but after talking to numerous customer reps who did not know what they were doing I decided I did not want to have anything to do with the company. I asked (begged) for an address where I could return the equipment, and they told me not to return it. So after many, many conversations to get the service set up and many, many conversations to stop it, I receive a bill for $49.38--I did not receive any benefit from any of their services, only headaches. Now they have sent me a collection notice even after I called and spoke to people at the company to remove the charge.
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 Ms. requested to terminate the account before the installation was completed
Frontier advises that a full credit has been issued and the account has a zero balance.
Frontier spoke to Ms. 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 had loss of internet service for 79 days. I would like a refund. I spent hours on the phone, lost a half day of work, had no security system during the outage. I have been turned in to collections so I paid the balance on the bill. We were customers of Frontier for 37 years.
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. was without internet for 79 days and would like a refund for $105.62.
Frontier has investigated the above statements and offers the following response:
· Frontier has confirmed during the year of 2019 there was a single TT for No DSL Sync. Technician arrived on 8/3/19 and was able to determine that all tested ok. There were no faults and the modem showing sync.
· The current balance on the account is for time of service from 8/19/19-9/18/19 and is a valid amount due.
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.
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 had no service and do not feel I should be charged for something that was not working. I was sent a new modem after several weeks to solve the problem. A repairman didn’t come to our scheduled appointment. He never entered my house. He said he came while we were out of town.
Regards
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. was without internet for 79 days and would like a refund for $105.62.
Frontier has investigated the above statements and offers the following response:
Frontier has confirmed during the year of 2019 there was a single TT for No DSL Sync. Technician arrived on 8/3/19 and was able to determine that all tested ok. There were no faults and the modem showing sync.
The current balance on the account is for time of service from 8/19/19-9/18/19 and is a valid amount due.
Frontier’s position remains the same. As there has been no additional information provided that warrants a deviation from the original 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.
Had nothing but trouble with frontier. Everytime my service goes out it takes a week to get someone out to fix it after being on the phone waiting to talk to someone for a hour. Then today December 31 woke up and went to town then come home and see two frontier trucks working on the lines and get home and have no service at all. Then they tell me they cant get someone back out till the 3rd of January. And they said well that's an assumption that it stopped because of the work they was doing even though it was working absolutely fine before hand.
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 his service went out after Frontier technicians were working on lines. Frontier has investigated the above statements and offers the following response:
Frontier completed repairs on Mr.’s line on January 3, 2020. Frontier issued credit for time out of service.
Frontier attempted to reach Mr. to advise of the above but was unsuccessful. Frontier left a message for Mr. that included 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.
Ordered a second connect in October, was scheduled for install November 5th. Called November 6th and. They told me I could install it. I never received product. On becember 31st I called and asked for a refund due to not receiving it. They were unable to comply at that time. I have been billed November and December for the service.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Customer is having an issues with the second line of internet. Frontier has investigated the above statements and offers the following response:
Frontier dispatched a technician on 1/4/20 and connected the second line of internet.
Frontier issued a credit in the amount of $31.93 for the days the second internet was not working which will be applied on the next billing cycle.
Frontier has attempted to reach Mr. multiple time however was unsuccessful in reaching him.
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 a contract with Frontier for a monthly amount of $113.53. However the monthly rate keeps changing. Below is the following months I have been charged in 2019.
May $118.49
Jun $118.49
Jul $120.98
Aug $133.64
Sep $117.98
Oct $122.83
Nov $122.94
Dec $136.38
I have contacted Frontier numerous times but kept getting the runaround. I am sorry but I did not keep track of the dates called.
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. is disputing his bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier investigated Mr.’ account and advises that taxes and surcharges are not guaranteed and can change at any time.
Frontier advises that the December 25, 2019 bill statement included extra charges for five 411 directory information calls for a total of $12.45 plus taxes.
Frontier advises that the correct price for the package that Mr. subscribes to is $105.00 per month plus taxes and surcharges effective through July 8, 2020.
Frontier spoke to Mr. on January 3, 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 Mr. may have experienced as a result of the above matter.
- Since May of 2019 my frontier services were in vacation mode. I only live in Florida for 1/2 the year. While in vacation mode I made a monthly payment just to get ahead for when I did activate services. I had almost a $150.00 credit.
18 Oct 2019 I requested my services to be activated.
- 25 Oct 2019 I called frontier customer service to cancel all services except for internet. I requested the internet to be placed in vacation mode but I was told by the representative that I could only do one transaction at a time and to call back in a few days to place the order for the internet.
- 29 Oct I again called Frontier to place my internet service on vacation hold. I was told at this time that my 25 Oct transaction had not yet been posted so he could not put the internet in a vacation status until the first transaction had been posted. I was also told that he would put in the order for the internet and as soon as the first was complete, the internet transaction would go into effect.
- The first week of Nov, I called frontier to follow up on the vacation status and was told that my internet was in vacation mode as of 01 Nov.
- Billing date 10/24/19 for cycle 10/24/19 to 11/23/19 and 10/19-10/23 my bill was 279.42 minus the $150.00 credit that I had accumulated from May through Oct while in vacation status. The bill amounted to 129.61 With services only activated for approximately one week and being charged a full month plus , I called Frontier and was told that because of the cancellation date and the day internet went into vacation mode, all adjustments would not show up until the next bill. I was completely fine with this explanation.
- Billing date 11/24/19. The 129.61 from the 10/24 bill plus I was billed $74.99 for internet, to include a late payment fee. My total bill was 203.88. On page 3 of 4 of this bill, it does show that at least some charges were credited back for the dates of 10/27-11/23. However, the credits were not actually deducted from the bill. Again, $129.61 was carried over from the previous month with no deductions for the credits and the additional internet charge, plus additional fees. Total 203.88
- I then called Frontier and spoke to “Robin” to learn that the internet was still not in vacation mode. She went through the process of putting the request into the system and gave me confirmation code 75842804. As for the deductions not being applied, she said that it sometimes takes 1 - 2 months. Since the credits were already listed on the bill, it made no sense why they weren’t deducted.
- 3 Dec I called to ensure that the internet was in vacation mode. I spoke to “Taylor“, internet was still active. I gave him the confirmation code that was given to me by “Robin” but he basically told me that confirmation codes were worthless. On this day I filed a dispute on both the bill and internet issue. He too said that he would be putting in the order for the internet vacation mode. Once he filed the dispute I requested a copy and or a file claim number but was told by “Taylor” that he wasn’t able to give me either one. He only advised me to follow up periodically.
- 11 Dec I was on Frontier’s chat with “IMEE” no status on dispute and she told me that internet was in vacation mode. I asked her to double check that status. She then informed me that she saw where they put in the order but it didn’t go through so ……. Still active.
18 Dec spoke with “Rica.” Internet still active and no status on dispute. She informred me that nothing could be done until dispute was settled but could give me no indication on how long this would take. Frustrated, It was at this time that I requested internet to be cancelled all together but she said that it was beyond her scope and she gave me number to call.
- Billing cycle 12/24. Total bill 292.96. $203.88 carried over from previous bill plus another internet charge and other fees to include late fees. Credits from the 11/24 cycle had still not been deducted.
- 26 Dec called Frontier and spoke to “Josh” to find out status on dispute and internet. He could see where the orders were put into the system for the vacation mode but had no idea why they had not gone through. He too placed the order and said that he would monitor and get back with me if there was any issues. He was helpful with the internet issue. He also put in a request for the internet fees from 10/24 billing cycle to be credited back. As of today, I do not know the status of vacation mode, dispute or the credits that he put in. I still need to be credited for everything else.
As for the credits that are shown on the 11/24 cycle but were never deducted. “Josh” was somewhat condescending and patronizing, He could not understand what I was trying to explain to him. He continually referred to the credits on page 3 of 4, but didn’t get the fact that they had not been deducted. After going back and forth with him on this, I requested to speak to his supervisor. “Monica” got on the phone and I had the same result with her. She then asked if I wanted to pursue the matter further and gave me a P.O. Box to corporate in Tampa. It was also during this phone call that I learned from “Josh” that my dispute filed on 3 Dec had only been issued for the internet vacation mode problem and not the entire bill.
- 27 Dec called Frontier and spoke to “Malhesha” and was told that since there was an active dispute filed, she couldn’t do anything and that the process takes at least 30 days. I asked if she could pull up the dispute to find out if it was only on for the internet and she could not.
There is also a line item on the 11/24 bill on page 3 of 4 that reads: EDL BB Foist credit. During a chat session with Emanuel on 27 Dec, He said that this was a one time service charge for cancelling service mid month. I was not told of this fee when I called 25 Oct. I could have waited to avoid this charge. Should not be charged if you are not informed. Also, why does it say CREDIT?
This has been a very painful, frustrating and stressful process to say the least. I have never dealt with such incompetence and/or lack of training from customer service personnel. I think that I have been extremely patient throughout all this which has been going on since Oct. I have outstanding credit and now incurring late fees because Frontier isn’t doing anything. What has been frustrating more than anything is that you are at their mercy. Every time I called I got a different person with a different answer or they were
unable to answer.
After exhausting all communications with Frontier Customer Service, I am filing this complaint with Revdex.com with the purpose to rectify this matter with Frontier Communications. I have outstanding credit and I do not want this matter to affect it due to no fault of mine.
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 uses her Frontier service for six months and is
on vacation service for the other six months. While on the vacation service she made a
monthly payment so she would get ahead for when she reactivated the
services. Ms. requested to
have her service activated on October 18, 2019 and she called Frontier
back on October 26, 2019 to cancel all services except her Internet service
and she requested to go back on vacation service. Ms. was told that only one transaction
can be placed at a time and that she would need to call back to place another
order. Ms. called back Frontier
and the order had not completed so an order could not be placed at this
time to go back on vacation service.Ms.
*** advises that she was over billed for her services because of the
delay in the orders and her bill cycle date.Ms.
*** advises that she wants to get credit back for the overbilling and
have it applied to her account.Frontier has investigated the above
statements and offers the following response:Frontier investigated and
advises that an order was placed for October 18, 2019 to remove off Ms.’s
vacation service.Frontier advises that an
order was placed on October 26, 2019 to remove off her services except for the
internet service.Frontier advises that an
order was placed to put Ms.’s internet service back on vacation service
on November 1, 2019. The order never completed
in the system until December 26, 2019 which caused Ms. to get over
billed.Frontier has applied credit to
Ms.’s account for the overbilling of services and she will see credits
on her January 24, 2020 bill statement and the final credits on her February
24, 2020 bill statement. Ms. as
of today, January 29, 2020 has a zero balance.Frontier advises that Mr.
*** has direct contact information if she should need 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 matter.
On 12/11/2019, I placed an order for internet installation services to be completed on 12/24/2019. The person I spoke with quoted me $39.99/mo with an additional $5 off for paperless billing, boasting that this price was a much better deal than *** at $49.99/mo. However, email confirmation of the order was priced at $53.98. When I called customer service the following day, I was told the service rep failed to inform me that the additional $14 was for equipment rental. On 12/24, my appointment was scheduled between 1 & 5 p.m. Throughout the course of the day, I received texts rescheduling me between 2:30 & 4:30 p.m., and then 4 & 8:30 p.m. At 5:54 p.m., I received a text from Frontier rescheduling me to 12/27 between 1&5 p.m. I had plans and rescheduled for 12/28 between 1&5 p.m. I cancelled my plans on Saturday & stayed at home all day. Around 4 p.m., I contacted Customer Service, who assured me the tech assigned to me was working up the street and would be to me shortly. However, he did not show up, nor contact me.
On 12/28 between 5 & 6:30 p.m. I talked to multiple service representatives in the Customer Service & Technical Support Departments, who told me the tech named “Brian” cancelled due to “unforeseen circumstances” and rescheduled me again to 12/30. I was scheduled to work and could not be at home to wait for a technician. I asked for a technician to be sent out on 12/29, but was informed that no one works on Sundays. On 12/29 at 7 am, I spoke to another customer service representative who said he was in the Escalations Department who assured me that I would be scheduled for Tuesday 12/31 between 8 & 12 p.m. When I received the email confirmation, I was scheduled on 1/1/2020 between 8 & 12 p.m., which is another date that would inconvenience me.
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 Frontier did not show up to install her internet service on multiple occasions. Ms. advises that she was not quoted correctly by Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that the installation date had to be rescheduled due to unforeseen circumstances, and the service installation was completed on January 1, 2020. Frontier advises that the correct price for the package Ms. subscribes to is $39.99 for the service and $10.00 per month for the wireless router fee, plus the $3.99 internet infrastructure surcharge and any applicable taxes. Frontier advises that a $50.00 credit will be applied to Ms.’s first bill to compensate for the missed appointments, and a $10.00 courtesy credit will also be issued to offset the router fee on the following 2 bills. Frontier spoke with Ms. on January 2, 2020 and advised her of the above information. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID. The company advised that they can not accommodate me any further than this offer, which led me to conclude that I must accept this offer or receive no accommodations at all. At the very least, I believe that I should not pay for installation services at all given the nature of the circumstances, but it doesn’t appear that Fromtier will budge. I reluctantly accept this offer.
Regards
First my internet goes down for a week, which I believe was sabotage, now my phone is off since 12/19/19, today is 12/30/19. Frontier is giving me a hard time and I am starting to feel like it's intentional I, I am paying for service that I am not receiving. This whole month has been a disaster, I am angry and I feel neglected because I depend on service not provided, I even email the vice president. And it's 2:36 on 12/30/19 that I am still waiting on a technician. No call, no email, no notification at all on why I still don't have phone service! I really believe because Frontier and *** being the only internet providers I'm the Rochester area, that is why service is bad, this whole month!
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 home phone service from Frontier has not been working, and she needs it to be repaired. Frontier has investigated the above statements and offers the following response:
Frontier advises that a technician was dispatched to Ms.’s residence on January 2, 2020 and was able to restore the phone service. Frontier advises that a credit has been issued for the days that Ms.’s phone service was not working. Frontier spoke with Ms. on January 2, 2020, confirmed that her phone service is working properly, and advised her of the credit issued to her account.
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