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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The Company will not let me cancel my Internet Service as they told me they "Moved On" from my area and do not service it any longer. This means my account cannot be adjusted in anyway. I have Phone service and Internet service through Frontier and pay $100+ per month total. I have not used the internet for the past 2 months as it is unusable at less than 1 megabit per second. They told me I would need to find a new Telephone provider and port my number over before they can cancel my Internet. I should not be forced to keep and pay for a service I do not want and that does not work properly.
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. stated that she has tried to cancel her father’s Internet service with Frontier.
Ms. also states that Frontier advised her that her father would have to port out his telephone number to disconnect the Internet.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes to Ms. for the misinformation.
Frontier has investigated this call and has sent this to management for coaching.
A Frontier Representative spoke to Ms. on December 23, 2019 and placed an order to remove Internet. Confirmation number is ***.
Frontier also applied credits to the account from time requesting disconnect.
Frontier values Mr. as a customer and provided direct contact information with any further 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.
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.
Thank you very much!!
Regards
I purchased my home in September and had Frontier internet installed. I've had several outages and the last time I called tech support, they couldn't not fix the issue after we reset the modem, changed cords, confirmed lights in the ONT box and said that they couldn't even see the "ONT" box (apparently that's the box in my garage) and said they would have to send a tech. The tech showed up and changed some cables and said they could not see the ONT box. All was good and then I received a bill for $85 for the tech showing up. I didn't request the technician, the technical department sent the tech because they couldn't fix the problem. I'm not sure why I am being asked to pay to fix their equipment issues.
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 his charges for a technician visit related to Internet Repairs.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Mr.’s concern and found that technical support was unable to help Mr. and requested a technician to go out and fix his Internet issues.
Frontier also found that neither tech support nor the technician advised of any charge for this visit.
A Frontier Representative spoke to Mr. on December 19, 2019 and issued credit for these charges.
Frontier values Mr. as a customer and provided direct contact information if he should have any further concerns.
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 had TV, phone and internet with Frontier. Wanted only internet; shut off all three and took 3 days to return my internet. My next bill was charged for an installer, a new wifi router, delivery charges and two different charges for internet. All oinkingf this never took place. I paid $100.00 thinking I was keeping wifi and would get credit for mistaken charges. Instead, I received no credit and a 9.99 late fee. I have made countless phone calls and had to pay balance since I was threatened to go into a collection agency.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that when she cancelled her home phone and TV services with Frontier, her internet service was also turned off, even though she only wanted to keep the internet service. In order to get the internet reconnected, a new account had to be set up. She is disputing some of the charges on the first bill, which included an installation fee, delivery fee, and a second internet connection. Ms. advises that she paid the balance and would like to be refunded for the amount that she had been overbilled. Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. ported out her home phone number to a cellular phone provider, which results in all services being shut off, so a new account had to be created. An installation fee and equipment delivery fee billed out, but since no installation took place and new equipment was not needed, those charges were then reversed. Frontier advises that a second internet connection was erroneously included on the order, even though the customer only wanted one internet connection. The charge for that second connection has been credited. Frontier advises that Ms. will be refunded for the amount that she had overpaid. Frontier spoke with Ms. on December 26, 2019 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, and find that this resolution is satisfactory to me.
Regards
I cancelled my Internet service with Frontier back in July 2019. It was an absolutely horrendous experience that required more than 10 hours on the phone getting transferred around with their service departments that do not communicate with each other. First they cancelled my internet a week earlier than I requested, causing my to miss an entire days work as I was working remote a that time. Then finally after 7 hours (yes 7 full hours) waiting on hold, getting transferred between departments and departments managers and just getting disconnected. They were finally able to restore my service. Incredibly frustrating, but I guess it happens. I was just looking forward to switching to my new provider and never having to deal with Frontier again. A week when by, My new internet was hooked up, I called frontier 2 weeks later confirm they had disconnected my service on the date that I had asked, turns out they hadn't even though there was a note right there in my account. They continued to charge me. I was frustrated but I just paid the final bill it was around $100, I was just glad to be rid of them. I confirm multiple times with the phone operators that I was completly disconnected and that there would be no more surprises. (previous they had signed me up for a auto renewal "vacation" service even though I directly told them not to. They confirmed this feature was no longer active and my account was fully disconnected. I was thrilled the nightmare was finally over. That was until the End of August when I received yet another bill. I spent an addition 3-4 hours on the phone with them again getting transferred all over the place because no one know how to handle the situation. They told me my account was still active and that I owed the additional month payment and started attempting to have me pay for it rather than listening to me. Finally I got in touch with some one who dug into the account notes and saw I had in fact requested a full cancellation. This amount was wiped out they apologized and proceeded to cancell my account. I had them make sure to make notes of this in my account incase there were any other issues. September went by smoothly and I was enjoying my new internet provider then come the end of October I received another bill from Frontier for the previous 2 months. The letter also threatened to send my account to collection and disconnect my service. I call for the third time after my cancellation and spent an addition 3-4 hours of my time attempting to sort this all out AGAIN. The bill was over $100 and I told there was no chance I was gonna pay it, we ended having to conference in multiple departments at frontier and finally they were able to wipe out the fraudulent billing against my account that was supposed to have been cancelled not once but 2 separate times now. They apologized again and assured me it had all been taking care of. I had them add additional notes to the account that I wanted nothing to do with their company and all my account needed to be dis-activated for real this time. I futher added I wanted no future contact, and the amount of hours I had had to spend on the phone with them AFTER my cancellation(3.5 Months Prior at this point) was absolutely ridiculous. I made it very clear I wanted nothing to do with their company and they all promised there would be no more issues and they were terribly sorry. (again this is after my being on the phone with them for the 3rd time for over 3 hours since I had cancelled my services. Finally I thought it was all over. That was until today 12/19/19 when I received yet another bill from them in the amount of $147.82 with threats that they were about to send my account to collections. I am furious. I tried call for my 4th time since cancellationa dn I was greeted by their terrible automated system yet again 5 mins later I finally spoke to a human who just asks for the exact same info you just entered into the automated system. I tell the individual I just supplied that information, and I am already aware that he will be unable to assist me as I have had this exact same issue 2 other times and apparently even the managers weren't able to to figure it out. I told him enough of my time had been wasted already and I just need to speak with a manager. He refused to connect me so I gave him the basic run down that I had been charged for the last 6 months for a service I had cancelled over 6 months ago.He says fine and finally agrees to send me to a manager, I tell him I am in a hurry and that I would like to be warm transferred(connected to manager without being placed on hold. A direct transfer. But instead he places me on hold and I sit there waiting for over 10 mins with no response. I call back in and speak with a different entry level gentlemen and tell him I need to speak with a manager as I have been through this situation 2 other times and he refuses to connect me until I provide him with all the info I had just provided the automated system for the 2nd time that day. At this point im angry, I tell him I have been on hold for 20 mins already and I do not have time for this. I needed to speak with his manager . He continues to play power games with me places me on and off hold while I am attempting explaining the situation. Then proceed to demand the information stating he cant transfer me to a manager with out it. Which is a lie as the other 10 calls ive had to make about this over the past 6 months never required this. I tell him I am not in the mood for such games and request the manager 1 final time , to which he refused, I asked for his name and employee id which he also refused to provide at this point. There was a long awkward silence which I broke when I said have you gotten your manager yet, hoping he had gone to find them during the long pause. But no he just snarkishly says " have you provided the account information yet?" I have lost all patience at this point. I do not have time to play this power games with an entry level employee at a company that I have grown to despise to to there lack of customer service, common decentcy, and lack of knowledge regarding there own internal processes. I feel I have no options left, I was even able to speak with a manager today after 30 mins sitting on hold and people with self rightious call center people. I didnt ask for this in fact I did the opposite I have only asked they disconnect my services and leave me alone yet every 2 months like clock work they keep sending bills. I do not have time or energy to fight them about this anymore. My account has many many notations about all these calls and what was done. Someone needs to read through them and make this right.
I should be sending them to collection for the 12+ hours of time away from my family dealing with this.
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 Mr.’s account have been disconnected.
Frontier advises that Mr.’s account has a zero balance.
Frontier spoke to Mr. on December 24, 2019 and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
It seems like every month on my phone bill I get charged for services that I or my family members have not used.
It use to be for connections charges to phone numbers that no one in my home know or areas of the country where we know anyone. Lately it has been for return-usage basis charges at $3.00 a pop. I assume these are *69 calls. I have said to everyone in the house not to use this service and we are now getting charged regardless. I would like this to stop and Frontier to credit me for last months bill. A few pennies or dollars each month from a few thousand people adds up to a lot a money in the long run.
Thank you for referring the complaint of Mr. R. *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he is disputing his Frontier bill.Frontier has investigated the above statements and offers the following response:
Frontier spoke with Mr. on December 23, 2019 and issued a order to block the call return feature.
Frontier issued a customer courtesy credit of $6.87.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. R. *** has experienced as a result of the above matter.
I have had Frontier for a few years now. In November I received notification that my monthly charge was being increased from 132.91 to 160.96. I contacted them and requested a new package at a lower rate. The representative quoted me a new package with faster internet service and a few less channels and indicated my bill would only increase approximately 4.00. I agreed. A confirmation was sent to me indicating these charges. I was asked to pay the new rate for the 1st month (160.96) and told I would be credited the following month when the new bundle was activated on my account. This month I received a bill for 325.89. I contacted Frontier 4 times about these charges and got a case number (***). My last inquiry to them was 12/19/19 and I was told nothing had been done with my case and it could take 90 days to resolve. My bill is due 1/6/20 and I am concerned with late fees that will be added and my credit as a result of not paying the bill in full and need to get this resolved as soon as possible.
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. stated that she her promotion expired and she called Frontier to lower her billing.
Ms. states her next bill was over $300.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes to Ms. for the billing she received.
Frontier has investigated this account and found several service orders were placed in a three -week time span that caused the system to prorate several different packages.
A Frontier Representative spoke to Ms. on January 3, 2020 and advised credits were placed on the account to delete the overcharges.
Frontier values Ms. as a customer and provided direct contact information should she have further 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.
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 received my new bill and the amount quoted to me is not correct on the new bill. The issue has not been resolved. I forwarded the quote I received from Frontier communication on my original complaint. Please contact me with any questions or for more information to be sent to Revdex.com. Credit applied to honor the agreed amount quoted for monthly service. Thank you ***
Regards
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Rebuttal states that:
Ms. stated that she her promotion expired and she called Frontier to lower her billing.
Ms. states her next bill was over $300.
Ms. was quoted $160.96 and would like the amount quoted.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes to Ms. for the billing she received.
Frontier has investigated this account and found several service orders were placed in a three -week time span that caused the system to prorate several different packages.
A Frontier Representative spoke to Ms. on January 3, 2020 and advised credits were placed on the account to delete the overcharges.
Frontier values Ms. as a customer and provided direct contact information should she have further concerns.
Ms. is receiving the monthly price of $160.96. This does not include taxes and surcharges. Billing is correct.
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.
Multiple no show appointments repeatedly lost deposit. Refused refund or to actually show up and give the service I paid for. 3 months and 375 bucks in the whole still no service or show up. Sent bank statements still no refund. Said cant find my deposit
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that Frontier missed multiple appointments and lost her deposit on a new installation order for service. Frontier has investigated the above statements and offers the following response:
Frontier investigated and advises that there were three orders placed on December 10, 2019 and deactivated and the fourth order was in a hold for a deposit. Frontier’s system shows that there was no deposit paid.
Frontier advises that the order was cancelled on January 10, 2020.
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.
My Cable/Internet/Phone service was disconnected on 10/5 and replaced with another one. Two weeks later I received a bill for a future billing cycle. Needless to say I did not pay that bill since service was already disconnected (billing cycle starts on 10/7). In December they sent a bill threatening to send the bill to a collection agency. My wife and I both contacted Frontier to make them aware of the fact that service was already disconnected before the new billing cycle. Frontier refused to change the billing.
On 12/11 I called and opened a claim with Frontier to get this fixed. I spoke to Mya (not sure on spelling). She mentioned that she saw three different accounts in the system. Two of them had the service disconnected before 10/7. The claim number was #***. I called back on 12/19 and talked to Kimberly. She was unable to find the claim. I asked to speak to someone outside of the call center and was refused access. I was also told that the bill had been forward to a collection agency. At no time did Frontier try to contact me about the claim resolution. They have my email address.
I find it suspicious that they did not enter my shut off date until after the new billing cycle began even though the land line phone was shut off two days earlier. My new phone line does not even use the old land line so the shut off should have been instantaneous. I also find it suspicious that even though the shut off day is the same day as first day of the billing cycle they are trying to charge me the full monthly price. Finally I have trouble believing they just couldn't find my claim even after the claim number was given.
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. states that he canceled his services with frontier; however, continued to get billed for services. Frontier has investigated the above statements and offers the following response:
Frontier records show that Mr. ported his services out to another service provider in his area which was completed on October 7, 2019. Mr.’s billing cycle was the 7th day of each month, so the October 7, 2019 bill had already been generated for another month of billing.
Frontier advises that an adjustment was applied to Mr.’s account to clear the charges generated on the October 7, 2019 statement. Frontier advises that Mr.’s Frontier account has been closed and there is no balance due to Frontier.
Frontier advises that a request has been sent to pull back any negative credit reporting.
Frontier spoke with Mr. on December 24, 2019 to review this information with him.
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.
Disputes billing by Frontier. Phone number had been ported out September 21, 2019 and account should have been closed. Made a payment to Frontier on October 2, 2019. Frontier continues to bill me. Called Frontier numerous times to get error corrected. NEVER received any help nor call back as promised by representatives. October 30, 2019 called Frontier, representative verified that services were closed and NO balance due. Yet two weeks later, I received an email stating I owe $211.03. Called Frontier. Got transferred several times to different departments and did NOT receive any help nor clarification. Received a letter dated December 7, 2019 threatening to referral me for collection proceedings. Thus, I am formally filing this complaint against Frontier Communications.
The Complaint states that:
· Mr. advises he is disputing the Frontier bill.
· Mr. advised they received a separate bill from *** for $126.28.
Frontier has investigated the above statements and offers the following response:
· Frontier advises the bill Frontier generated on October 12, 2019 was for a total of $256.40 and $151.39 of those charges were *** Network charges. Frontier paid the *** charges as a part of the combined billing process.
· Frontier advises Mr. ported to another provider on October 25, 2019.
· Frontier advises the bill Frontier generated on November 12, 2019 was a prorated credit of $45.37 for Frontiers phone and internet charges leaving a balance of $211.03.
· Frontier issued another credit in error resulting in more credit than Mr. was due this left the balance of $126.04.
· Frontier contacted *** Network and verified the bill for $126.28 was an Early Termination Fee of $240.00 and a credit for the services Frontier paid in the amount of $115.87.
· Frontier worked with *** Network and they agreed as a courtesy to credit for the early termination fee for Mr. leaving a credit to be issued in the amount of $113.72.
· Frontier advises the payment will need to be made to Frontier for $126.04 and a refund from *** Network will be sent to them for $113.72.
· Frontier spoke with Ms. on December 26, 2019 and advised of the above 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.
Moved into where we are currently living, 8/7/19. We are supposed to have internet and long distance calling on our home phone. We never have any internet and we have no long distance calling. We have called and complained about the phone and internet and they will not show up to fix the problem. This has been an issue every time they say they will come out and resolve the problem. And we are on contract and they are not holding up there end of the contract
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 that she has been experiencing intermittent speed and connectivity issues with her internet service and that she is not able to make long distance calls from her phone. Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. subscribes to Frontier Broadband Satellite internet service plan which is consumption based. Ms. is allocated a specific amount of monthly download allowance based on the plan on the account.
Frontier has determined that Ms. is reaching her plan allowance and is experiencing slower speeds.
Frontier no longer offers Satellite service and upgrades are not available for this product. Ms. can purchase tokens for additional data capacity.
Frontier advises that if Ms. decides to cancel her Satellite internet account with Frontier, she will not be charged an Early Termination fee.
Frontier advises that long distance service has bee restored and an adjustment has been issued on Ms.’s account.
Frontier spoke to Ms. on December 23, 2019 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.
First of all, I am an old user of frontier, and now I am a contract customer. I have communicated with the frontier customer service representative 3 times, for the wrong billing fee, but they have not given me a satisfactory answer. The last communication actually told me that no matter what you will do, we will not give you a refund. I heard this was very frustrating. The reason was that I paid my Internet bill in November by phone. After checking my bank account a few days later, they charged an extra $ 10. The reason for telling me was because I used a phone payment method, but talking to their customer service staff at the time did not say that I would charge an extra $ 10 for paying by phone. So I think it is very unfair to communicate with their company 3 times but all are delayed and invalid calls. I can only help by your Revdex.com, thank you very much
Thank
you for referring the complaint of *** to our office for review. We appreciate your bringing this matter to
our attention.Frontier offers several convenient payment
options for our customers to pay their bill, some of which include
Frontier.com, IVR (Bill Matrix), home banking, or with a Frontier consultant.
Effective December 16, 2018 the fee is $10 for California residents. The
customer was properly billed for this charge. A 1-time courtesy credit in the
amount of $10 was applied to the customer's account on December 19, 2019.
Future convenience charges will be sustained.We
trust this information will assist you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
According to their own account, Frontier ported our phone number to *** on 6 December 2019. We were neither consulted nor were we notified.
At the time this was done, my husband, who has Parkinson and Parkinson's dementia, was just leaving Rehab after over 5 weeks from a broken femur. He requires extensive Home Health Care.
We did not know the phone was not taking incoming calls for I was able to call out. Only when one of the visiting nurses dropped in on us did I become aware of the problem.
On checking with Frontier, I was told what they had done. No reason was given but they agreed to remedy the matter and get us our messages and phone number. That last call was on 10 December. That same day they cut all service and we have been without phone service since. 14 December: I sent an email to the CEO setting out the situation and asking for remediation. 15 December: received an email from an employee asking me to call or send a number so this person could call me. Replied: I have no phone service. No word since and still no phone 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 Frontier that she has lost her number and that she did not request the change.Frontier has investigated the above statements and offers the following response:
Frontier spoke with Ms. on December 30, 2019 and confirmed that her number has been reinstalled. Frontier reviewed the three accounts that were establish in the last month to get the service back running and advised of the credit follow up dates for each.
Frontier issued a customer courtesy credit of $94.99 on the newest account to credit for the install and startup costs as a customer courtesy.
Ms. has direct contact information to reach this department should she need any follow up question or concerns addressed.
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,
***
PS: I should like to add that I find Frontier's explanation to porting out our number, unsatisfactory. It seems to me that if Frontier is aware that scammers steal its customers numbers, the very least they would do is check with the customers to ensure that the change requested is legitimate. Frontier did not do this in our case.
Furthermore, I was told that criminals steal customers' numbers in order to establish legitimacy. This also does not make sense: if criminals had access to our credit cards, then they would be able to get our address without having to steal our telephone number.
Frontier did not address the responses we got from some of their employees and employees of *** and Tracfone that Frontier bundled our number along with others and sold them to a third party who sold them to *** who then sold them to Tracfone.
I did not make up any of this. My life has been one of sheer misery during the month of December. I'm glad to get my number returned and hope Frontier will ensure that no one else has to endure the runaround, anger and frustration they put me through. I hold them responsible for the entire mess.
I have been a customer with Frontier for over a year and up until the last three months, have been reasonably satisfied. I moved on October 4th, 2019 and prior to the move, I contacted customer care to transfer my service at ***, account number ***, to my new address at *** and was told that this would be easy and no issues should arise. The customer service rep, informed me that all that we needed to do was to carry the router to our new address and plug it in. No fuss, no muss, just simple. It took us a little longer to get everything situated and find the box, but when we did, we followed her steps and what should happen, but nothing. So we called customer care, was transferred three times and finally spoke with a tech support worker. After 45 mins of not knowing what was going on, the rep finally stated that we would need to get a technician out there. I advised her that we would not be responsible for any charges as we are simply following the directions that Frontier is providing for us. They sent a tech out and they brought out a new router with a new password. I was confused, because this was not what they told us, but the tech said the router was not working and they gave us a new one. Great right. So fast forward to the end of November as it was bill time. I go to pay and can't figure out why its not pulling for us. Come to find out that they closed out the old account, opened a new account, and now they are charging us an installation fee.
No where in any conversation that I have had with any of the Reps did anyone advise me of the new account, a new account number, or a change. So I contact CC (Customer Care) and put in a dispute, where the worker advised I would receive a phone call back in 24-48 hours. 48 hours later and no response, so I contact CC and was advised then that it takes 2-7 business days to get a response. I am completely confused about all of the back and forth, all the lies, both by omission and vocally, and just really want to be done with all of this.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises she was charged after she terminated Frontier services.Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of her billing cycle. Ms. was eligible to continue receiving Frontier services through the end of that billing cycle. Frontier issued a customer courtesy credit of $20.31 on account starting with *** and the account has a balance remaining of $38.43. Frontier advised we have reviewed the charges on account starting with *** and sustained the balance of $239.08 as of December 26, 2019. Frontier spoke with Ms. and advised her of the above information on December 26, 2019.
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company fraudulently opened a new account in my mother's name without acceptance from us.
On September 25, 2019, we contacted the company for a transfer to begin on 10/4/19. Was told by Frontier that at that time we were told that a technician would have to come out. No one showed to the new address as the company apparently did not take down the information correctly. Spoke with 3 people on October 7th to set up internet router myself, but no one at the company could advise me on how this would need to be done, even the tech people, and was then told that a technician would have to come out to trouble shoot the problem. Technician then came to home on October 16 and this dated new service was created. So we paid in advance for a new month with transfered service, this money has not been refunded, the company is stating that due to US TERMINATING the service at originally address we would be responsible for the next month's service, when the company made a unilateral decision without input from us, and then they have not refunded the money from the last payment we made and want to correct their error by crediting the $58 and some change charge on the other account. I am so confused by the lack of customer service this company has, and this is coming from the executive board. At no point did any one ever explain that there would be a transfer service fee, a new account set up, or an installation. They made all of the decisions and choices and left us holding the bag. And they are still sending us bills, even though we have no service. I do not accept their offer.
Regards
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 Frontier issued a fraudulent account in her mother’s name. Frontier has investigated the above statements and offers the following response:
Frontier spoke with Ms. on January 7, 2020 and advised that we issued a move of service which requires an out order for the existing service and an install order for service at the new address. Frontier issued a customer courtesy credit of $20.31 on account starting with *** and the account has a balance remaining of $38.43. Frontier advised we have reviewed the charges on account starting with *** and sustained the balance of $239.08 as of January 7, 2020
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. *** has experienced as a result of the above matter.
Company has owed me a deposit from previous account since August. On multiple occasions customer service has told me it was put in the mail 2 days prior to my call. After 3mo of calls a customer service supervisor promised me I wouldn't have to make a payment until I received the refund. After 3 weeks I called back as I ad no received my refund. A customer service rep apologized and told me he was applying the refund to a current account I had and would receive a bill reflecting this in December. When I received my bill it was not applied. I called today with names, dates, and times of these calls and a customer service rep told me there were notes on the dates saying they had spoke to me but nothing else. I have these calls recorded with dates and times. I'm afraid the company is going to do the same thing with my deposit on the current account as well. I believe they have lied to and given me the run around as an attempt to get me to just forget about my $45 deposit and will do the same to other customers.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. advised he requested his $45.00 deposit.
Frontier has investigated the above statements and offers the following response:
Records show service order 40592471 completed August 30, 2019 disconnecting service. Research shows on November 5, 2019 a request for refund was submitted for $45.00. Frontier attempted unsuccessfully to reach Mr. to confirm receipt of the refund. However direct contact information was left. We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. advised he requested his $45.00 deposit.
Frontier has investigated the above statements and offers the following response:
Records show service order 40592471 completed August 30, 2019 disconnecting service. Frontier advises a final bill must cycle before a refund will be issued. Research shows on November 5, 2019 a request for refund was submitted for $45.00. Additional research determined the Prepaid *** card has not been activated. Therefore, it was canceled and reissued on January 3, 2019. Frontier advises that credits totaling $18.00 were applied for the late payment fees billed to Mr.’ current account and an additional $25.00 was applied for his inconvenience. Frontier spoke with Mr. who indicated satisfaction with the resolution. We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
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 just paid our bill of $239 for one month of service. This is our household's largest expense. And this charge would be fine if it worked WHEN I WANT IT TO.
I have to turn the box on and off several times. This gets to be a pain. In the middle of a tv show, BUFFERING. And we pay for HIGHSPEED INTERNET.
It hasn't gotten any better over the past 9 years! This is every day not just once a day. Every time we want to use our computer, go turn the box on and off!
This service should be more like $50 a month .
And their wait when calling in a complaint??? Hours!!
It feels like a 3- world!!!
Billing adjustment until full services are in place.
We should not have to pay for a service that is not there
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:
*** states issues with internet has to turn box on and off several times and TV buffers. *** states this has been an issue for nine years. *** states there is a long wait time when calling Frontier for assistance. *** states she wants it fixed so that she does not have to turn the box on and off and does not want a bill until this is fixed.
Frontier has investigated the above statements and offers the following response:
· Frontier has made several attempts to contact *** regarding this issue and was unsuccessful in speaking with her.
· Frontier has mailed *** a letter with direct contact information if she needs any additional assistance.
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: Kelly E Department: Executive Relations
Company makes appointments to set up service and even charges a deposit and installation fee. Company never shows up or changes the appointment without informing you. When you call customer service for help they can’t/won’t do anything. When you ask to let you talk to someone who can the refuse to allow you to, clamping you can only do it through a customer service agent. I have had to miss work waiting for people who never show up and now I am at a deadline where I need service and cannot get it.
Frontier records reflect that an order was placed on 12/16/19 for Simply FiOS 500/500 Internet service. A deposit of $54.00 was paid on 12/16/19. The order was subsequently scheduled on 12/17/19 for installation on 12/23/19.
Mr. called on 12/18/19 indicating that the order had been scheduled for 12/19/19 requesting that this date be honored. Contact was made with Dispatch requesting to expedite the order who advised that the soonest available date is 12/21/19. The order was rescheduled for 12/21/19.
Frontier received a text response from Mr. on 12/19/19 stating to cancel.
Contact was made with Mr. on 12/20/19 in regards to the text response to cancel. He stated he was not interested and ended the call; therefore, the order for Internet service was cancelled.
Frontier advises that the $54.00 deposit will be refunded back to the card that it was paid from within 7 to 10 business days.
We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Back in August, we cancelled our service. We were then sent an incorrect bill. I have reached out to try to resolve this to no resolution. We just got a collections notice for the equipment- was never notified of this being an issue. I have tried numerous times to get the bill in question fixed to no avail. All I have been told is to send in the equipment. Which I am refusing to do as we would lose any leverage. I have had to reach out via Facebook in order to get any sort of movement and then nothing. I am reaching out to them almost daily and am not getting a response.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. states that after she disconnected her Frontier service in August, she then received an incorrect bill. Ms. advises she was sent to Collections without notice from Frontier. Ms. advises she has the equipment but refuses to return it until she is provided credit for it.
Frontier has investigated the above statements and offers the following response:
Frontier confirms Ms. called Frontier Communications on 8/29/19 to place disconnect order 39225312 after her bill cycled on 8/21/19. Per Frontier’s service terms, “Subscribers to Frontier’s TV and Internet services are billed one full month in advance. Unless otherwise required by applicable law, if you cancel your TV and/or Internet service subscription, termination of your service subscription(s) and any early termination fees will be effective on the last day of your Frontier billing cycle and no partial month credits or refunds will be provided for previously billed service subscriptions”. In reviewing the prorated credits applied for 9/21/19 – 10/20/19 on the 10/21/19 statement, Frontier has determined missing tax credit of $18.58. Frontier has placed the corrective adjustment, reducing her balance to $714.93. Frontier has reviewed seven notices sent to Ms. after August 2019 to advise of our attempts to collect on the balance owed. Bill Past Due notices were sent, 9/16, 10/15, 11/14 and 12/16. A Reminder notice was sent 9/23. Pre-Write Off notices were sent 11/15 and 12/17 Frontier advises all customers on their bills under “IMPORTANT CUSTOMER INFORMATION” that if they “cancel your service, you must return rented equipment. To facilitate equipment return, Frontier will send you a prepaid return mailer at the time of your order change/cancellation. Equipment that is not returned or is received damaged (except for reasonable wear and tear) is subject to a substantial fee.’ Frontier confirms prepaid return mailers were delivered, via UPS ***, to the home address on 9/27/19. When the Frontier equipment was not returned in a timely manner, Ms. Kents’ account was billed for the unreturned equipment fees (Broadband Unreturned Equipment Fee 100.00 + FiOS TV Unreturned Equipment Fee 300.00 + taxes $79.35). No credit will be applied to the account while Ms. continues to retain possession of the equipment.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. have experienced as a result of the above matter.
I moved from CT to SC recently. I paid for all of my services in full and returned the equipment to Frontier as per their instruction, using their mailing label. I began receiving billing notices for service and equipment. I reached out to Frontier at least 4 times and each time I was told the situation would be corrected and the billing would stop. Frontier then placed me in collections for $101.53 for service and $98.47 for equipment. I have emailed a copy of the tracking number to the collection agency but I need to make sure that Frontier updates my account to show a $0 balance for service and equipment so my credit score is not negatively impacted. I can't remedy this situation on the phone with Frontier. I have tried repeatedly. I will not pay for service that has been cancelled or equipment that has been returned.
Upon investigation, Frontier advises on each billing statement the following notice is provided: Upon termination of service, you must return equipment owned by Frontier. Frontier advises that failure to return Frontier equipment or returning equipment in a damaged condition (subject only to reasonable wear and tear) will result in the imposition of an equipment fee that may be substantial. Frontier has confirmed that Ms. has returned the equipment to Frontier. Frontier advises that a full adjustment has been issued on the account to cover the equipment charges. Frontier advises that the account now reflects a credit balance of $24.46. A refund is being expedited which Ms. should receive the refund within 7 to 10 business days. Frontier has notified the Collection Agency of the full adjustment and requested that any negative credit reporting be removed, if reported. It can take up to 60 days for the credit update to reflect on the credit report.
I had issues with my internet service and the customer service I received so I spoke to an “executive customer service” representative who told me they were going to credit my account a certain amount of money. I received a bill from Frontier that did not reflect what the representative told me. I called today and was told there is no record of that promise to credit my account for that amount.
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 would like the adjustment she was promised by Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued all the appropriate adjustments. Frontier advises our records indicate no payment has been made on this account. Frontier as reviewed the bills with Ms. and reviewed the credits issued. Frontier advises current balance due is correct.
Frontier advised Ms. that Frontier does not provide additional credits for a customer’s inconvenience or Cellular data usage.
Frontier has provided direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
I have been lied to. The customer service is terrible and tries to sell you things you don’t need. I have had 3 miss visits for installation and after it got installed the service went down for about 2 weeks and finally got it fixed. I’ve been promised several months of service free and many other credits for all my issues and all they are giving me now is $50 towards my install which was $75 and I think $25 for all my missed attempts at install and my service not working. I have had to call in multiple times after being hung up on just to reexplain the issues and got nowhere. Been in the phone for hours at a time. They give me the run around. The first account I set up online got canceled due to a lady talking about lunch with her supervisor telling me I need to reset up my account with her. That’s where I lost what I was promised online a $100 gift card. This company has had many complaints on Revdex.com that I feel they shouldn’t even be in buisness. I want everything I was promised plus more for all my hassle or I want my account wiped clean where I don’t owe a thing and I want to go to another carrier. My last option if this doesn’t fix issues is to call my lawyer and sue the company.
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. states he had several missed installation appointments with Frontier before finally getting the Internet service installed.
Mr. advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Mr. service orders and found that three orders were placed to install Internet service from Frontier.
Two of these orders were deactivated.
Frontier would like to apologize to Mr. for his poor experience and has issued credit for the Installation and missed commitments.
Mr. was given direct contact information.
Mr. would like to find another provider, and Frontier advised that he should disconnect services with Frontier prior to January 12. 2020 in order to avoid further billing.
Frontier hopes that Mr. will consider Frontier should he need services in the future.
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.