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 called to cancel my service due to moving. I spoke to a representative and asked to have it cancelled on 12/15. They said no cancellations on weekend. I told them Monday would be okay since I’d be gone. I reviewed two confirmation emails from them on disconnections. One saying I owed them 8.20 for one day of service and then a message saying that I had a credit of 33.52. They a few days later here comes a bill for a full month of service. I tried customer service and I’m not sure if it was a person on line or not because they were standard responses and talked about feelings. They proceeded to tell me I would owe for the whole month. No one told me I needed to shut off on Friday vice Monday. I could easily pulled the boxes on Friday I wasn’t living in the house. My case was suppose to be moved up because of all the many billings. I’ve heard nothing. It doesn’t seem ethical that a company representative would not have to tell you that by keeping it a day because they don’t push a button to disconnect on the weekend would cost you over $200. Plus the new people most likely have service and now double charge for one location.
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises she was billed after she terminated services. Frontier has investigated the above statements and offers the following response:
Frontier advises we have a scheduled follow up to ensure Ms. receives the appropriate adjustments.
Frontier spoke to Ms. on December 30, 2019 and advised her of the above.
Frontier has provided direct contact information if Ms. has additional concerns.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
I have had an ongoing internet and phone issue that is continually messed up with the customer service apartment. They do not come or call when they say they will. I am paying for a service that I am not recieving
We had to change the name on our account because my father had died. To do that, we had to close the old account and open a new account. First, when they scheduled to switch the service, they missed the appointment because then didn't schedule the disconnect the old service, so the new service could go in. Then they add a delivery charge for the modem that was already here, charge a monthly fee that we never had to pay before, (and for a modem that we already had.) and an installation charge they told nothing about. Finally, I believe there was $100 Visa Reward Card promotion that I was not given.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he has a billing dispute with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier spoke with Mr. on December 27, 2019 and agreed to issue a onetime customer courtesy credit of $73.99.
Frontier advised Mr. going forward the $10.00 router rental is part of his pricing and explained there is a router purchase option available no changes were made. Frontier confirmed his price of $34.99 is locked in for one year without contract or penalty. Frontier advised the $100.00 gift card is only for customer that sign up for a contract.
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. The support agent at Frontier went out of his way to make sure that everything was done correctly and to my satisfaction. Frontier does have caring people working for them, and they do try to make sure customers are happy and satisfied. Thanks again.
Regards
In November I started services with frontier and was told that there would be no charge for installation when they came out to install the services I have been having nothing but problems with the services I have made multiple service calls and every time is still the same thing I was told that the problems that I was having with the Services was on there
Frontier Communications
Thank you for referring the complaint of *** L. *** 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:
Frontier records indicate that an adjustment was issued to Ms. account on December 31, 2019 in the amount of $185.47. This credit was applied to Ms. account for the late fee, bill errors and out of service credits.
A Frontier representative spoke with Ms. on December 31, 2019 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
Service is the worse. Have lost 3 work days waiting on a tech to show up after he was already dispatched to my house and never came then. Called my wife and said the problem was down the road. Never checked if it was really working or not. Then lied and said he spoke to my wife face to face. He was never at the house we have not had internet service for 5 days now. Not to mention when we do have service it is terrible.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
· Mr. advises he would like a full credit for internet services.
· Mr. advises he would like internet services to be working.
Frontier has investigated the above statements and offers the following response:
· Frontier advises the Frontier services were interrupted due to a non-payment on December 18, 2019 and restoral takes up to 24 hours.
· Frontier advises that Mr. is in an area of high demand and when an account is turned off nonpayment it can cause a reassignment of the high speed internet lines.
· Frontier advises a technician went to Mr.’s home on December 26, 2019 and determined the bonded service was interrupted due to a reassignment of the line and additionally the router was not plugged in to correct port.
· Frontier advises the appropriate credits were issued for service outages for 8 days.
· Frontier advises we have been unsuccessful in our attempts to reach Mr.. We have provided our 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.
There have been multiple problems with my service since I using Frontier internet. The service itself, as well and the customer service and tech support, has been completely unreliable. This is the second Revdex.com complaint I have had to make regarding my issue with Frontier internet service. I’m the past few months I have experienced frequent interruptions in service requiring me to restart my modem. I’m fact it is currently not working. I have technicians dispatched to “fix” the problem and that hasn’t worked. I have spoken with phone techs who claim to have correct the issue, yet it keeps happening. I’ve spent countless time on the phone with customer service reps explaining the issue only to be transferred and then transferred again only to have no resolution. My last call was on December 6, 2019. I spoke with tech support and he said my service should be good now. I then asked to speak to a customer service rep regarding credit for my service and inconvenience. She said she had to look into it and would give me a call back at 6pm. I’m still waiting on that call and it’s Now December 23, 2019. Now, I’ve just been billed for another month and there has been to compensation to me for the frequent disconnections and hassle I’ve experienced the previous few months.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that she has been experiencing ongoing connectivity issues with her internet service from Frontier. Ms. advises that she would like her bill to be adjusted and to have her service disconnected. Frontier has investigated the above statements and offers the following response:
Frontier advises that internet connectivity depends on a multitude of factors such as: Wi-Fi network interference, wiring inside the home, time of day, distance from Frontier’s nearest facilities, among other things. Frontier advises that Wi-Fi network congestion could be affecting internet service speeds and connectivity. Frontier advises that plugging devices directly into the router through a wired connection should address this issue. Frontier advises that they must be advised of any service outages and allowed the opportunity to address and resolve the interruptions before any adjustments can be applied for time out of service. In Ms.’s case, the most recent repair ticket on file was from October 15, 2019, for which she did receive an out of service credit. In addition, Frontier has applied a courtesy credit in the amount of $25.00. Frontier advises that Ms. requested cancellation of her internet service. Frontier then placed a disconnect order, and the cancellation will be effective on the last day of her billing cycle. Frontier spoke with Ms. on December 24, 2019 and discussed 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 14045262, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I spoke with Mark,a representative from Frontier. He offered a $25 credit and gave a number of excuses as to why my service has been inconsistent for the last few months, none of which even apply to me. Mark’s response was basically “oh well.” $25 is grossly insufficient. The next day after speaking with Mark for 30 minutes, I had to callFromtier to speak with tech support again because my internet was again not working. The tech support person I spoke with on the phone, Chris-***, Told me I was not in a high demand area, there are no outages in my area, and the lines inside and out looks good. I also don’t play video games, and there is never more than two devices using internet at once. The tech support rep was also able to see the disconnections and tell me the dates (Dec. 3,5,6,14-15,21,23,25,27 plus for the days after I spoke with him 28, 29). I asked for him to send a tech to come out but he said he wanted to wait and see if what he did resolved the issue. He said he would call me the next day to see if it was still working . That call was an hour long and He did not call as he said he would. The internet did disconnect again on Dec 27. I, however, didn’t have time to call and spend 40 more minutes on the phone. I did call back to speak with frontier tech support on Saturday (12/28). That call lasted another 30 minutes. I am asking to not only be compensated for the inferior internet service and lack of follow through from just about every person I’ve spoken with in customer service and tech support but also the inconvenience and frustration this has caused me. $25 is not enough. To add insult to injury I’ve been charged for December and it’s not been working for the majority of the month.
Regards
Thank you for referring the rebuttal of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Rebuttal states that:
Ms. advises that she continues to experience speed and connectivity issues with her internet service from Frontier. Ms. advises that she would like an additional credit to be applied to her account. Frontier has investigated the above statements and offers the following response:
Frontier advises that after doing some troubleshooting, a repair ticket was set up, and a technician was dispatched to the customer’s residence on January 14, 2020. Frontier advises that a credit was applied in the amount of $38.73 for the recent problems that she had with the service, going back to when she requested troubleshooting assistance in late December 2019. Frontier spoke with Ms. on January 15, 2020 and discussed the above information. She requested to have her internet service from Frontier cancelled effective that same date.
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 installed a cable for service at *** in mid October of this year. Frontier advised they would have the cable buried in 10 days. To this date this has not been done. On or about 12-9-19 I made contact with Frontier by phone advising if cable not buried by 12-20-19 the cable laying in the yard of *** would be cut. I was advised the cable would be buried the following week. On 12-19-19 I made contact by phone again advising if cable not buried by 12-20-19 it would be cut. I was advised the cable would be buried on 12-20-19. On 12-21-19 I found that cable had not been buried. This cable is across the walkway for the main entrance to *** This has caused me many problems as I am remodeling this unit and have to cross this cable numerous times a day. I and others have tripped on this cable causing damage to my building material and injury to my self and other.
Frontier has lied three times as to when the cable would be buried. As of this complaint the cable has not been buried. I do not want to cut the cable and disrupt service for the customer but Frontier has been advised and lied about responding to address the situation.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
Mr. advises that he has been waiting since mid-October for Frontier to bury a cable that lays across his yard. Frontier has investigated the above statements and offers the following response:
Frontier’s investigation found that the cable was buried on December 27, 2019.
A Frontier representative spoke with Mr. on December 27, 2019 to confirm and provided him with the direct contact information for a Frontier representative.
A Frontier representative received an email from Mr. on January 1, 2020 to confirm the cable was buried.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Frontier Specialist: Linda Department: Consumer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I have been billed for a service from nov 26-dec 26 even though I did not have services at the location I was previously billed in. Frontier knew I was moving on the 23 of nov as I had opted to transfer services. Due to the lack of knowledge service employee who came to my new location on the 23 of nov, I was not able to have the internet hooked up thus I have been without service with them since then. I also called on dec 6 to tell them I would be returning the equipment since *** was able to professionally install internet services. I am illlegally being charged for a service I did not receive at a location they knew I no longer resided in after the 23 of november. They also allowed my apartment complex to cancel my services in early november which is a breach of identity as I never okay it or allowed frontier to be able to talk to anyone about my account except myself.
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. states she tried to transfer her Internet service to her new residence on November 23, 2019 but Frontier was unable to provide service.
Ms. also states she was billed from November 26, 2019 to December 25, 2019 when she had already moved.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s account and has issued full credit for her November 26, 2019 billing statement.
Ms. is responsible for the Broadband Processing fee that appears on a statement dated December 25, 2019.
Frontier advises that the Broadband Processing fee is charged for all Broadband Internet disconnects to cover the cost of processing the disconnection of the services from the central office or remote facility.
Frontier thanks Ms. for being a customer and hopes that she will consider Frontier should she need services in the future. Ms. was provided direct contact information should she have any questions.
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 moved into a new home in Northlake, TX, 3 weeks ago. Basic cable and internet is included in HOA dues and paid through the HOA. I work from home, so internet is critical to my ability to maintain my employment. In fact, reliable internet is a requirement of my job. Frontier activated my internet 2 weeks ago and it appeared to work correctly. I was out of town finishing up my work in Kansas City, and made the final move to Northlake yesterday. When I got home my internet was out. After an hour of troubleshooting with tech support, it was determined that the problem was likely wiring in the Frontier box and a technician would have to come onsite to fix it. Despite the fact that the issue is Frontiers fault, they will not dispatch anyone for 4 full days.
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 internet service from Frontier stopped working and was told that it would take four days for a technician to be dispatched. Ms. advises that she would like Frontier to compensate her in the amount of $100.00 for the purchase of a hotspot and associated data so that she could do work while awaiting the arrival of a technician.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. reported the internet outage on December 20, 2019, and a technician was dispatched on December 24, 2019, who was able to restore the customer’s internet service. Frontier advises that under Tariff, Frontier is responsible for service outage credits, based on the customer’s daily rate of service that is not functioning. Frontier is not liable for any other compensation. Frontier has been unsuccessful at reaching Ms. after multiple attempts. She has a direct contact number if she has any other concerns about the repair visit.
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.
Re: Frontier - Fraudulent Business Practices
As a former *** customer, my iSP & Landline (bundle) account was transferred to Frontier around four years ago. Without my consent, Frontier quietly sent my email service to *** This is an action that I never authorized Frontier to do. I am a slamming victim. I have had a multitude of problems with my email service with Frontier. They passed me off to *** for technical support. *** wants money up front to service my technical support requests. That is ludicrous! I reported this fraud to CPUC and FCC. In a last ditch effort to repair my email troubleshooting issues, a Frontier escalations executive attempted to resolve the problem. Their executive reached out to *** and *** to no avail. When that failed, Frontier cancelled my repair ticket and the escalations exec stopped returning my calls too. I called Frontier billing to make adjustments on my bill and they denied my request. As a result I am also a victim of slamming. The Escalations executive said they would work it out but they stopped returning my calls before I could address this issue. I stopped paying my bill since Frontier rejected my customer service. That happened in October, 2019. As of 11/27/19, Frontier shut down my iSP and Landline # + roll over # too. I want to take these pre-existing phone #’s to my next carrier, but Frontier will not cooperate. In fact they stuck me with a closing bill ($300+). of fraudulent charges as well. Question: How do I protect my pre-existing phone #’s so I can use it with my new carrier? I have not chosen one yet. Please advise.
There are several other issues too. Frontier advertises High Speed FiOS lines . I learned that my particular area in Santa Monica has the ancient copper lines. That is falsified advertising. Also my iSP signal is relayed to a Frontier office in the City of Los Angeles. As Santa Monica resident, I requested to have the signal go to an office there instead. Frontier ignored both of my requests. As a result, my signal speed or MBPS cuts in half. Essentially, I am paying double for the quality of service I was guaranteed. This is fraud too. It has been ongoing for many years of my iSP service. I am confident that many x-number of accounts that got transferred from Verizon, are fraud victims like myself. Perhaps many accounts are none the wiser of such fraud too. FYi, I have recently brought this fraud to the attention of my State Assmemblymember, ***. Please review my grievances vs. Frontier. Your advisement would be much appreciated Thank you for assessing my class action case.
Sincerely~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Thank you for referring the complaint of *** to our office for review. We appreciate you bringing this matter to our attention.
The Complaint states that:
In the complaint, Mr. advises he would like a refund of his monthly billings paid to Frontier since (July 1, 2016) plus damages. He also states Frontier Executive Escalations denied his requests for adjustments on his bill.
As a former *** customer, he states his ISP/Landline account was transferred to Frontier July 1, 2016 without his consent. He also states Frontier slammed his email service to AOL. He states that no notice was received regarding the change in service providers from *** to Frontier.
He states he is also a victim of cramming, as Frontier charged him for un-repaired services. He also states Frontier Executive Escalations ignored his calls regarding the same, therefore he stopped paying. Mr. states in November 2019 Frontier shut down his ISP and Landline phone number plus roll over phone number too and he would like to take his previous phone numbers to a new provider
Frontier has investigated the above statements and offers the following response:
No credit is warranted for the monthly bills back to the date of installation nor for any damages. Our records reflect there were no damages caused by Frontier therefore no monies will be paid to the customer for damages.
Frontier advises that all affected customers were sent a notification in January explaining that their provider would change from *** to Frontier in late March. Additionally, Frontier’s customer communication strategy included direct mail, email, targeted mobile, digital, social media and FiOS video advertising as well as radio spots and billboards in all markets to advise customers that Frontier would be taking over for *** as the new service provider and to publicize the website meet frontier.com, which provided extensive information about the transition including FAQs and other important information.
The account has been past due since May 2019 when the past due amount totaled $193.45. Frontier received a payment totaling $94.36 and a credit adjustment on the same statement for $29.25. This reduced the past due amount to $69.84. New charges totaled $98.96 bringing the total amount due to $168.80. This amount carried over the June 13, 2019 statement and each month thereafter a payment was received but the payments were not for the total amount due. There have been multiple suspensions since October 2016. The last suspension was November 2019 and a total disconnection of service was December 2019. There must be a
dial-tone for service to be ported to another provider.
We sincerely apologize for the difficulty Mr. experienced as a result of the above matter. Should Mr. wish to discuss this matter further; I can be reached at Ext 1113141.
We trust that this information will assist you in closing this complaint.
Department: Executive Customer Relations
First of all there is an oversight on my contact information. I reside in the city of : SANTA MONICA, CALIFORNIA, 90403-4406. Not in Inglewood, California.. Please update your records accordingly. Thank you
. Frontier Respondent who failed to identify himself offered no response instead he or she merely repeated the wording of my complaint. To me this is double-talking the issue at hand. I already stated in the last paragraph how I want this resolved. At this juncture Frontier has denied and ignored all my complaints. Therefore calling Frontier again is pointless. So, instead I reached out to Revdex.com because I was seeking their help to mediate a settlement in writing only.
Respectfully,
***
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 14043781, and find that this resolution is satisfactory to me.
Regards
I made payment. frist part of oct. 2019. Then my interest was turned off..I call frontier..they said they never received my payment of 60...I used a prepaid card..the .money on my card disappears..I had have my card investigated...three my card service and frontier...my card service said it was taken off at a atm machine ..that I have never hread of or knew where it was..I live in a small area....frontier never called me.
I finally called. 2 more times..trying to resolve the issue..I even yltried yo get the president office number ..and they did not give it to me....frontier turned my service off oct 21...and contine to bill me every since..I even ask about returning my box..and they said it's not in there policy yo do that now...and said I was in a conteack..Ido not remember this when I frist got service.....they have changed that policy from when I frist got..they should go by how the policy was went I signed on ..not what they are now..its complety different..and I should be charged fir service I never used
Thank you for referring the complaint of
*** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms. advises that she made a payment to Frontier using a
prepaid card, and the funds were taken out, but her internet service ended
up getting turned off.Ms. advises that she would like to have her service turned
back on. Frontier has investigated the above
statements and offers the following response:Frontier advises that Ms.
attempted to make a payment on September 25, 2019, but the payment did not go
through. That would typically happen
when a customer makes a purchase with another merchant on the same day, and
there weren’t enough funds available on the prepaid card to cover both
transactions.Frontier advises that the customer’s
service was suspended and subsequently turned off due to the outstanding
balance on the account. Frontier spoke with Ms. on
January 30, 2020. She informed Frontier
that she made a purchase with another merchant on the same day that she
attempted to make her payment with Frontier. It was confirmed that the funds had already been deducted from the card
before the payment with Frontier could finish processing. Frontier advises that once the balance has
been paid in full, Frontier will follow up with Ms. to set up a new
account in order to get her internet service re-instated. Ms. has direct contact information for
Frontier. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have
experienced as a result of the above matter.
Dear Sir /Madam
I am a victim of identity theft. I recently learned that my personal information was used to open an account at Frontier communication the amount of on the charge is $351.82 while I have a service provider by *** Internet provider since September 07,2019 up to this day I did not open or authorize this account ; therefore I am seeking your assistance to solve this matter on behalf of me request. I also request that Frontier communication absolve me of all charges on the account and taking all appropriate steps to remove information about this account from my credit files.
Frontier communication should remove the fraudulent charge from my account as well as any additional services charges. I also ask that update the national credit reporting agencies with the corrected information. Enclosed are copies of payment records supporting my position
. I would appreciate a response from you in writing.
Thank you for your assistance.
Sincerely
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 is a victim of identity theft, and his personal information was used by someone else to fraudulently open a new account with Frontier. Mr. advises that he wants all charges incurred under the unauthorized account to be credited in full and does not want his credit report to be negatively affected.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr. previously had internet service with Frontier and at the time the service was cancelled, an order had been placed to have new internet service set up. However, Mr. did not authorized the creation of a new account, so it should not have been set up. Frontier advises that since it was confirmed that the service under the new account was never used, all charges have been cleared. Mr. no longer has a balance with Frontier. Frontier advises that the balance was not reported to a collection agency and thus was not reported to the credit bureau. Frontier spoke with Mr. on January 9, 2019 and advised him of the above information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
The worst co I ever did business with. I had 2 accounts at different locations. I closed one acc and overpaid it over the phone. I called frontier and they gave me a credit of $98 that I over paid. on my other acc. 4 months later I received a notice from the credit beauro that frontier is claiming I owe them $52. I did not receive a bill or a notice until I got this notice. I call their collection agency and told them that the bill was paid and that I received a$ 98 credit for over payment. They put it in for dismissal but it keeps coming back. They said frontier will never dismiss or remove the charge from the credit beauro, they said that the service was put on by mistake for 3 days and that is what generated the $52 bill. They also said even if I paid the INCORRECT bill it may not come off my report for a year. The $52 although not owed I would be willing to pay, but it will leave a bad mark on my credit score. I also spoke to a consumer advocate and they tried also to get this unjust unfair unethical charge off my report but also got a big fat NO . do yourself a favor and DO NOT DO BUSINESS WITH THIS CREEPY CRAPPY CO.
I am owed $35.67 by Frontier Communications after dicontinuing there service on approx. Nov. 11,2019. I am being told that they will hold on to the money for 90 days before I receive it without interest.
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:
*** reports I am owed $35.67 by Frontier Communications after discontinuing their service on approx. Nov. 11,2019. I am being told that they will hold on to the money for 90 days before I receive it without interest. Frontier has investigated the above statements and offers the following response:
Frontier’s refund policy is to issue a refund 90 day from the date of service disconnection or termination. This time period is required to ensure all outstanding charges or credits are posted to the closed account. Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account. Frontier advises that a refund check has been submitted for Mr ***. Mr. will receive the refund check in 14 – 21 business days. Frontier has spoken with Mrs. and advised of 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.
Frontier Specialist: Brenda B Department: Consumer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
We have been long term customers with Fios cable having phone, internet and cable tv service.
We have four cable setups and a router. We are having issues with two of four remote controls - multiple buttons are not working. We have called in on multiple occasions and have requested replacements be shipped. When they do not arrive we call back in to Customer Service / Tech Support and find out that we have to go through the process again. Still no remote controls have arrived.
Also, our monthly bill keeps going up and up to the point of changing 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:
· *** has been having an issue with two of the four remote controllers and need some replacements.
· *** has called on multiple occasions to have replacements shipped and have not had any arrive.
Frontier has investigated the above statements and offers the following response:
· Frontier was able to confirm that the original order to send the replacement was not processed correctly upon completion causing the remote to not ship.
· Frontier has shipped replacement remotes to ***. One has been received and the second is due to be shipped on 1/2/20.
· Frontier confirmed with *** that the remote was delivered on 12/30/19
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 am not sure what caused the multiple attempts to get the remote controls to fail.
The last person I spoke with said that he would credit the two remote controls that were charged on my account. At no time had anyone mentioned that we would have to pay for them.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Letter to Frontier comm. I have a LIFE LINE PHONE, which is very important for survival. My phone continues to non function. There have been ticket after ticket and the appointments are always 2 weeks out. Are they crazy. You can't go that length of time without a LIFE LINE PHONE. Thus the name "Life line". No one seems to care. Last time appt. was 2 weeks out. They never came it was fixed from there station, 3 days later went out again and now I'm looking at another ticket on Dec. 30th. There's no one to talk to, to get order expedited. God forbid they expedite a service for a disabled person that needs access to a phone. Very disappointed.Life Line Phone should be priority for service.
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 telephone service needs repair. Frontier has investigated the above statements and offers the following response:
Frontier spoke with Ms. on December 24, 2019 and was advised the telephone is working.
Ms. advised she is going to keep the repair appointment for 12/30/2019
Frontier sent a medical emergency form to Ms. that will need a doctor’s signature and needs to be recertified yearly.
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
On July 18th 2019 I decided to give Frontier Communications a try and signed up for Internet and Home Telephone with my existing home telephone number ported to them. They ported my phone on August 7th and gave me a new account number which as of this complaint, is paid current and in good standing. I later received a bill with the old account number charging me one months service and an early termination fee of $183.61 (total Bill of $258.12). I contacted Frontier customer service and they agreed it was a mistake. The correct charge should have only been for service July 18th - August 7th (approx. $45). They would notify me when the dispute completes and give me an adjusted bill. The next communication I received on this bill was from *** requesting the full bill $258. I stated it is not a valid bill they opened a dispute with frontier. I contacted Frontier several more times. Each time I was told it was in error and it should be corrected. The account was well documented. They documented that it was in error and entered a dispute. The last time I was contacted by *** they stated Frontier was not going to adjust the bill. I contacted Frontier and they stated it now has been charged off and I need to work with collections. Collections stated they cant adjust the bill and I need to speak with Frontier. I am left with no options for resolution. The option of paying an fraudulent $258 bill or refusing to pay and having my credit hit along with eventual court. The charge was caused because of their internal errors. It was NOT caused by anything I did, nor was it caused by a lack of understanding an agreement.
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 was billed for a full month of service on an account that had been set up by Frontier for temporary purposes while waiting for his existing home phone number to port in from his former provider. Mr. advises that he should not owe for a full month of service on the temporary account, nor should he owe the early termination fee since he is still a Frontier customer in good standing. He would like that account to be taken out of collections as well. Frontier has investigated the above statements and offers the following response:
Frontier advises that the partial month of service on the original account has been credited since Mr.’s service was only active for 20 days out of the 30-day billing cycle. Frontier advises Mr. does not owe the early termination fee since he is still a current Frontier customer, and it has been credited. Frontier advises that they will automatically notify the outside collection agency of the adjustment issued to the account. Frontier spoke with Mr. on December 24, 2019, advised him of the above information, and provided him with the remaining balance on the original account. He was 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.
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 am 84 years old and live alone and been with out a phone or internet for 4 days. I have called and scheduled service every day and I have been given automated appointments and told to be home during certain hours and no one has come to the house yet and still no phone or internet service.
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 experiencing telephone service issues.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. reported no dial tone on December 17, 2019. Frontier changed the cable pair on December 20, 2019.
Frontier advises that Ms. reported static on the line on December 20, 2019. Frontier repaired an aerial cable on December 23, 2019.
Frontier advises that Ms. reported static on the line on December 24, 2019. Frontier repaired a loose wire at the Network Interface Device; however, the service was still testing as an issue inside.
Frontier spoke to Ms. on December 26, 2019 and determined the phone was working with static but explained the results of the ticket. Ms. requested a call back on December 30, 2019 as her son was going to be replacing her telephone.
Frontier spoke to Ms. on December 30, 2019 and confirmed working service after her son replaced her telephone equipment.
Frontier applied an adjustment of $21.09 for the service issues.
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: Amanda E Department: Consumer Relations
Ordered service on August 26th, 2019 with an installation date of September 11th, 2019. On the installation date, they determined that an additional line would need to be installed, he drew that out and left after telling us he would but a rush on it as he knew we needed it completed as it was a step needed to be able to bring our baby home from the hospital (heath issues). On October 8th, I called in requesting an update on the order. They stated they had no record of an order but wanted to get another order set up. After giving all of my information, I asked if they would run another credit check as they did on the original order. She stated no, this was their error and won't need it. After going over the pricing, it was significantly higher than what I was quoted before and shortly after ended the conversation. Checking my credit report, they ran my credit again without my permission. A few weeks passed and I came across my original order confirmation email. I decided to give it another shot, this time with the order number. Again they had trouble finding my order (so they said) but this time they said their was an issue with the order and a new order would need to be placed, again they wanted to run my credit and I told them that would not happen, they have my original order. After much discussion, they conceded and said they would get the original order back up and get the service out to me ASAP. Another month passed and again nothing has been done, no communication, no service. I check online the order status and it now show 'Cancelled'
Terrible customer service, terrible company. FRAUD. How is a business like this still allowed to operate?
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 waiting since September 2019 to have internet service installed and was told by Frontier that another line would need to be put in, so the installation date had to be moved back. Mr. advises that he was informed by Frontier that a new order would need to be placed and that another credit check would need to be run. Frontier has investigated the above statements and offers the following response:
Frontier advises that at the time that the original order was written, there weren’t enough ports available at the nearest serving terminal that would allow for two bonded lines to be installed, which is required for the customer to be provisioned at the speed that had been requested. Frontier advises that the original order was deactivated in their system, so a new order had to be placed. For that reason, another hard credit inquiry had to be run, but Frontier will send a request to have the additional credit check flipped to a soft credit inquiry. Frontier advises that they verified that presently there are enough ports available to allow for two bonded lines to be installed. A technician is scheduled to be dispatched to Mr. Spitzer’s home on January 8, 2020, and the technician will need to determine what speed the customer can be provisioned for. Frontier spoke with Mr. on January 3, 2020, and advised him of the above information. Frontier will follow up with Mr. once the service has been installed to ensure that he is satisfied, and he has direct contact information for Frontier.
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 signed up for 150/150 service when this service speed was new and at a reasonable price of $50. Frontier gradually increased the fee they charged me automatically (from my credit card) over time. 12 month history shows that 12 months ago the fee being charged was $82. 11 months shows 84. And at 10 months to now it's been $92.98. I've contacted Frontier and customer service are unable to tell me the reason for charging me more without any notice and without me requesting any additional services. For this I'd like to file a complaint.
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 when he signed up for the 150/150 Internet service he was paying $50.00. The price has increased gradually over time. Mr. would like an adjustment for the amount he agreed to and the amount he is being charged.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we have attempted to contact Mr. on several occasions to discuss the complaint, each time leaving a message with our contact information. Frontier has not received a call back from Mr. as of today.
· Frontier is sending a call me letter in the mail to Mr. today.
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: Tami L Department: Customer Relations