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 have had nothing but trouble with their internet. I have had techs here numerous times and still not resolved. My internet currently is on and off. Getting really tired of the run around all the time. I want my bill to be nullified and a couple months free for all this headache.
Frontier has investigated the above statements and offers the following response:
Frontier states Ms.’s plan is as fast as 6 Mbps. Frontier was able to provision the service at 6.0M/512K (as the maximum speed for her Internet). Frontier informs customers that Frontier expects customers will receive 50% to 100% of this maximum provisioned speed.
Frontier also advises that actual Internet speed at the service address, and the ability to access various Internet services will vary as a result of connecting Wi-Fi, multiple users or devices on the same account, distance to serving facilities, the capacity, performance or limitations of inside wiring and personally owned equipment. Additional information is available to customers at https://frontier.com/corporate/internet-disclosures.
Frontier states a trouble ticket was reported on December 15, 2019 for frequent Internet disconnects. A technician was dispatched on December 19, 2019 and repaired the open cable pair at the pedestal on *** Road. The technician confirmed that service was working, and the Internet resulted good to the modem at the provisioned speed. The technician cleared the trouble.
Frontier issued the appropriate out of service credits for the time Ms.’s Internet service was impaired. The credit should appear on the next billing statement.
Frontier attempted to reach Ms. to advise of the above information. Frontier left a message that included direct contact details.
We regret any inconvenience that *** may have experienced as a result of the above matter.
The customer when dead on Wednesday, December 11, 2019 and called the company customer service the next day. She request for a technician to come out on Thursday, December 12, 2019 and no one came. The customer need someone to come out and fix the phone immediately. There are two elderly people that are living in the home and there need the phone to be fix to communication with people outside.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Ms. advises she has been without dialtone since December 13, 2019.
Frontier has investigated the above statements and offers the following response:
Repair history located trouble ticket 85133918 reported December 13, 2019 as no dial tone. The ticket was closed December 29, 2019 as part of common cause trouble. Ticket 85397947 reported December 29, 2019 and is scheduled for January 10, 2019. On December 31, 2019 credits for time out of service were applied to the account. A Frontier representative will manually follow up to ensure Ms. service is restored and any additional credits warranted applied. 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.
I was charged 100$ for phone service installation I was not made aware of at any point. I have been making minimal payments on the account due to this issue. Per their policy even if my account were otherwise up to date I would still be charged, and have been charged, late fees for not paying this. I contacted them twice in October to no avail and again less than a week ago and have not received my follow up call resolving this issue.
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 she established phone service with Frontier and was not advised about any installation charges. Ms. states that she contacted Frontier multiple times to dispute the installation charge, during which time additional late fees were added to the account.
Frontier has investigated the above statements and offers the following response:
· Frontier has adjusted $75.00 for the disputed installation fee and $27.00 in late fees. The total adjustment amount is $114.72 after taxes and will appear on Ms.’ upcoming 1/12/2020 Frontier statement.
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
Their customer service is closed but I can't find the hours of operation on their website. I've called and been disconnected 4 different times. I finally called sales because sales is still open.... of course but they didn't know the customer support hours either. Frontier communication is horrible but its got a monopoly in my area as the only internet provider available. This is wrong.
When speaking with the company today concerning my internet issues, I feel I was met with indifference and lack of customer support. I explained to them that I work during the week and that I need to work to pay my bills. I need someone to come to my house this weekend. I was basically met with a firm no and that they can give me a later date to resolve my situation. Obviously that is unacceptable. My children need the internet for school. My husband and I need to work. When I spoke to the first rep today, Kimberly, I told her that I wanted to speak to a supervisor. Her initial response was that her supervisor was just going to tell me the same thing. Not up to her to decide what the supervisor and I will be discussing. Poor customer service. Poor quality. Employees I dealt with,Kimberly. Joel ***. Erickson ***. I was told not to deal with this company. Lesson learned.
December 27, 2019
RE Case: ***
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Ms. advised she filed a trouble ticket and needed a sooner due date.
Frontier has investigated the above statements and offers the following response:
Repair history shows trouble ticket *** reported December 13, 2019 as no service. The ticket was closed December 16, 2019 as cut, trouble cleared. Frontier advises that due dates for repair are issued on a first come first serve basis and manpower availability. On December 26, 2019 credits for time out of service were applied 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.
On 11/12/19 I called in the middle of my past billing cycle to cancel my TV service but keep my Internet service. This was 15 days before my next bill which was to only include Internet service for the dates 11/25 - 12/24. However, when I received my bill on 11/25 it included the TV service. Upon calling Frontier to inform them of the error and looking for an adjustment to the incorrectly billed statement I was given 2 options: 1. To pay the total incorrectly billed amount or 2. only pay the internet portion, receive a late fee and then have that late fee waived on the next statement. This is ridiculous as this would impact my credit. I was also made aware that this was an error by Frontier but I would still have to pay the incorrect fees because there is no way for them to adjust the current bill to reflect the proper services. Essentially, it looks as though I am forced to pay for services I do not receive and hope to get an appropriate credit so Frontier is taking my money up front to pay for the future services I do not even want anymore. Additionally, I was threatened to be charged another fee for unreturned equipment which I have already returned using the UPS packaging and labels they mailed to me.
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 is disputing the Frontier bill. Ms. advises she cancelled her TV services prior to the new bill date.· Ms. advises she has returned her TV equipment to Frontier.
Frontier has investigated the above statements and offers the following response:
· Frontier advised the TV service disconnection date was November 23, 2019 however that was a Saturday and order did not complete to post to November 25, 2019 bill cycle. Frontier process generates a prorated credit on the following bill December 25, 2019 for TV services in California.
· Frontier has verified the TV equipment was returned on December 17, 2019.
· Frontier Spoke to Ms. and advised of the above on December 17, 2019 and will review the December 25, 2019 bill for accuracy of credits that are system generated.
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 am a new customer and signed up for service. There installation fee of $75.00 states they bill $25.00 each month for there months on your bill. I just received my bill and they are charging the $75.00 for my first month and first bill. Called today 12/14/2019 talked to a man he claimed he was the billing supervisor and was named Micah. When he told me several times he couldn't help me and that was my bill and they wasnt honoring the terms and aggrements that I signed up for and have a screen shot of. I asked for his last name or employee number and he refused saying he didn't have to give it. He wouldn't give me his bosses number but claim his bosses name was Ed.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
*** states I am a new customer and signed up for service. There installation fee of $75.00 states they bill $25.00 each month for three months on your bill. I just received my bill and they are charging the $75.00 for my first month and first bill. Called today 12/14/2019 talked to a man he claimed he was the billing supervisor and was named Micah. When he told me several times he couldn’t help me and that was my bill and they wasn’t honoring the terms and agreements that I signed up for and have a screen shot of.
Frontier has investigated the above statements and offers the following response:
Frontier advises the $75.00 installation fee was removed from the first month’s billing.
Frontier advises that the installment billing for the installation will start on the January 6th billing cycle for 3 months at $25.00 per month.
Frontier advises that the balance due on the first month’s billing is $67.19.
Frontier has attempted to contact Mr. by phone, voicemail and email multiple times.
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
We paid for internet that was down for more than a week. We were charged for the service that we didn't receive. It took them a week to fix the problem and they are refusing to reimburse us for the days that we didn't receive service. I called to ask them to reimburse us for the time that we didn't receive service - as I did for the last time we were without service and they reimbursed us for the time we were without service. I was told that they would not be reimbursing us this time. Keep in mind that we pay for other services that are relying on internet service - like ***, *** and ***. We had to miss work to be here when they fixed the problem - which they fixed remotely. We are just asking to be reimbursed the week that we didn't have service.
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
Mr. stated out of service.
Frontier has investigated the above statements and offers the following response:
· Frontier advises service issue were reported by Mr. on December 1, 2019 and repaired on December 5, 2019. Out of service credit was applied in the amount of $ 10.55 and will appear on next statement.
· Frontier spoke with Mr. on December 18, 2019 and reviewed the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
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 paying for wifi service 18mbps for over 3 yrs and found we were only getting10 mbps of a service, after informing the company about wanting to be reimbursed for the difference the company will not budge or even acknowledge their deception.
The Complaint states that:
Mr. advises that he has intermittent speed and connectivity issues with his Frontier internet connection.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we apologize for the inconvenience this issue is caused.
· Frontier advises that Mr. upgraded his internet connection to 18m in March 2018. This change saved the him money monthly.
· Frontier advises that as a courtesy, we have issued a credit adjustment to Mr.’s account for the internet issues he has experienced.
· Frontier advises that we sent a technician out to address Mr.’s speed issues on December 20, 2019.
· Frontier advises that we have spoken to Mr. regarding this complaint.
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 issue has not been resolved we do not have functioning internet at the moment. We also do not have a time frame of when it will be properly fixed.
Regards
The Complaint states that:
Mr. advises that he has intermittent speed and connectivity issues with his Frontier internet connection.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we apologize for the inconvenience this issue is caused.
· Frontier advises that Mr. upgraded his internet connection to 18m in March 2018. This change saved the him money monthly.
· Frontier advises that as a courtesy, we have issued a credit adjustment to Mr.’s account for the internet issues he has experienced.
· Frontier advises that we sent a technician out to address Mr.’s speed issues on December 20, 2019. We confirmed with Mr. that his service is now working and speed issue has been resolved.
· Frontier advises that we have spoken to Mr. on December 27, 2019 to discuss his complaint.
I spoke with a customer service rep with frontier and told him I just had a question about transferring our phone if we moved.
The gentleman couldnt even speak English. Within a half hour of me talking to him our phone and internet was turned off. I did not request a cancellation. After about two weeks of aruguing with them They started us up a new bill and new number. I told them that we had to have our old number back back and our internet because we were expecting important calls and emails. About a week after that they got our old number back on and they are now trying to bill us for equipment and services that we do not have.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our attention.
The complaint states that:
Ms. states that she placed a call to Frontier to obtain information only and instead her Frontier telephone and Internet were disconnected.
Ms. states it took two weeks but she was able to get her service reconnected.
Ms. advises that Frontier is billing her for services that she does not have.
Frontier has investigated the above statements and offers the following response:
Frontier advises that due to an error made while Ms. was speaking to Frontier on November 6, 2019 an order was placed to disconnect service completely.
Frontier advises a service order was placed on November 7, 2019 to reinstate Ms.’ service with a temporary number and then a subsequent order placed to change it back to the original (correct) number. Ms. had full use of her original number as of November 11, 2019.
Frontier advises that adjustments have been placed in the amount of $113.84 and will appear on the January 2020 bill statement. These credits cover installation fees, late fees, and 3 way calling charges that were billed to Ms..
Frontier spoke with Ms. on December 17, 2019 and advised of the above. Ms. is satisfied at this time and has been provided direct contact information should she have any further questions or concerns.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Sarah H Department: Consumer Relations
I had cable and internet service through Frontier with no contract. I called and cancelled service on the 28th of Oct 2019. I was told that I would still be billed through the end of the billing cycle which ended 22 Nov. Frontier supervisor stated that we should not send back the equipment until the end of the month billing cycle. We demanded that the prepaid boxes be sent early so we could return the equipment asap. We sent the equipment back 16 Nov. Frontier still billed us $157. Now Frontier just charged us another $137 for service we have not hade since Oct 28th. When I called the rep stated we had only cancelled HBO, then stated that we did not show cancellation. Then we were told that a mistake was made, and our equipment did not arrive until the 26th Of Nov which "unfortunately" is into the next billing period and we would have to pay! Then we were told that Frontier would back date to the 28th of Oct, but we would get a credit but they were not sure how much!!!
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 was billed after he terminated services. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued the appropriate courtesy adjustment.
Frontier has scheduled a follow up to ensure refund is received.
Frontier has provided direct contact information if Mr. has additional 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.
I am receiving internet from Frontier and have been with them for almost 2 years now. I have been paying for 18 mbps but have only been receiving 9 mbps this whole time! I try to contact them to get this resolved and it seemed to be at one time but the problem came back and now I call customer service the problem gets worse or I can't get the problem resolved!
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
· Mr. advises his internet speed is lower than 18 megabytes that he is being billed.
· Mr. advises he has been unable to get internet problem resolved.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we spoke with Mr. and arranged to have a technician come to home and troubleshoot.
· Frontier advises that a technician visited home on December 17, 2019 and determined the inside wiring was bad and installed a new jack for Mr. Weber.
· Frontier advises that internet speeds are testing at 18 megabytes or higher.
· Frontier has been unable to reach Mr. after technician visit but has provided Mr. with a direct contact number.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
I started my account with Frontier in May of 2017. By August, I was on the phone with them almost weekly to discuss outages and extremely slow internet. In January of 2018, while buying a vacation home, I discovered that in August, Frontier bifurcated my account into two, put one into collections and kept billing me for the other. I never had any service interruption, I have the same boxes and the same address. This was severely affecting my credit and I called to take care of it. They could provide no explanation as to why this happened, but told me that if I paid it, they would send me a paid in full letter and remove it from my credit. It was not a large sum...I am guessing one months bill, so I paid it. Now, almost two years later it is till on my credit report. Frontier operators have told me different stories each time I have called...which is an almost 2 hour hold time. Sometimes they tell me it will be take care of in 3-5 days...other times it is that since I paid...I agreed to the charges. I just want this taken off of my credit report that is all.
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 he paid off a balance owed on a previous account that he had with Frontier in 2017 and would like it to be deleted from his credit report. Frontier has investigated the above statements and offers the following response:
Frontier advises we have reviewed the charges billed on Mr. Alexander’s previous account and found they were valid charges, including billing for his Dish Network service. Frontier advises we are unable to delete the charges from Mr. Alexander’s credit report as they are accurate. Mr. paid the balance in full and his credit report was previously updated to paid in full. Frontier spoke with Mr. on December 24, 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.
My land line phone has not worked for 3 months now, and my bill has not been adjusted. I have had 3 open tickets with no adjustments, and also still to this day, 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 her telephone service needs repair and she has not received any time out of service credit. Frontier has investigated the above statements and offers the following response:
Frontier has not been able to reach Ms.. Frontier has sent direct contact information to Ms., so she can reach this office.
Frontier advises we have issued time out of service credit from 09/22/2019 to 10/14/2019 for $42.46 and from 10/23/2019 to 11/07/2019 for $22.22.
Frontier advises there is a repair set for 12/31/2019. Frontier has set a billing follow up for 01/02/2020 to make sure the service is repaired and to issue the final time out of service credit that will be from 12/14/2019 till 12/31/2019.
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.
I called Frontier Communications on 7/16/19 to cancel my service on 7/23/19. I was provided a confirmation #***. After a month I had not received the boxes to ship the equipment back and saw my account was still billing. I called again in August and was told that my request wasn't put through and they would escalate, I received the return instructions and sent back the equipment. However, despite notifying them of the exact date I wanted to cancel service, they continued to bill me through September. Then in early November I began getting calls from *** of Connecticut regarding my open balance with Frontier. When I called Frontier again on 11/20/19, they explained there was nothing they can do with the charges since it had been passed to a collections agency, but that they would reach out to them to update their records. However, I am still getting collections calls. I called the collection agency today, 12/13/19, to explain that I was disputing this charge and ask if they received any update from Frontier. They said no one from Frontier has contact them. When I reached out again to Frontier to ask what was done of 11/20/19 I was told by Austin, Badge #***, that there were no notes on the account, just that I called in. They don't even take notes! No due diligence, nothing! I asked him to speak to a manager or supervisor, but I was told none was available and they would call me back in 24-48 hrs. I cannot fully convey how frustrating or how truly awful their customer service is. I feel like I'm being constantly lied to or misled. How is all this an acceptable business practice?!
At this point, I am appalled with Frontier Communications. To repeatedly ignore a customer's request whether it be due to laziness, stupidity or incompetence in order to further their own financial gain and financially damage the other party is unethical, immoral, and arguably criminal.
I have never dealt with a worse or more incompetent company than Frontier.
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 is disputing the Frontier bill.
· Mr. advises he was billed for service past the date he requested disconnection.
Frontier has investigated the above statements and offers the following response:
· Frontier advises Mr.’s account balance has been credited to the day of disconnection request.
· Frontier spoke with Mr. on December 18, 2019 and advised of the above.
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.
Frontier signed us up for a promotion for internet and phone lines. They quoted us $384.92 total per month for our two suites. When we received the bill there were $282 worth of additional charges on the bill. I called and the representative told me that they are not able to disclose any of those fees at the time of signing up for the services and those are just added onto the bill. This is absolutely absurd as they should include these fees or at least go over them at the time that you are signing up for their service. They are now refusing to refund the charges and have us locked into a year long contract or we pay $2000+ to get out of it. This to me is a breach to the verbal contract that was disclosed in the time that we signed up. There was also nothing in writing that ever notified us that these additional fees would be on our bill, except our bill itself.
Frontier has investigated the above statements and offers the following response: Frontier has found the representative on September 27, 2019 quoted *** for five business lines and static internet 500/500 $294.93 before taxes surcharges and fees, plus Frontier quoted to have an additional dynamic 500/500 internet connection at another suite an additional $89.99 before taxes, surcharges and fees. Frontier’s quote was $384.94 before taxes, surcharges and fees. Frontier has sent out a bill for the rate that was quoted and agreed to by ***. The bill date November 28, 2019 the current charges were $667.87. The break down of charges are five voice lines at $149.95 plus static internet with a phone line at $144.98 plus second internet connection at $89.99 that totals $384.92. The customer also has an international calling plan at $5.95 and a late fee of $19.47 that totals $410.34. The remaining charges of $257.53 are taxes, surcharges and fees. Prior to changing of the package, the customer was paying for six lines and one static 150/150 internet connection 667.98 before taxes, fees and surcharges. The customer’s bill date of September 28, 2019 current charges were 904.29 less the monthly recurring charges of 667.98 comes to 236.31. The customer had been paying prior approximately 236.31 in taxes surcharges and fees for less service. The customer was quoted correctly. The customer had prior knowledge of the taxes, surcharges and fees on a Frontier Communication bill. No credits will be issued, and the contract is valid.
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.
We were told by Frontier that the promotions we signed up for would be billed at $294.93/month for our suite 101 and $89.99/month for our suite 102. When we received our bill it is almost double to what we signed up for. When I called and spoke with a representative they were unable to explain what the surcharges were on our bill and how they were calculated to the amount listed on the bill. She stated that she understands that their bills are confusing and very hard to read and that I may go online to read their definitions. I asked the representative, if she knew the additional surcharges were going to be on the bill in such excess why did she not reference our previous bills and state that it would be the new amount she quoted plus those additional fees? She did not have a response. When we signed up for the new promotions, it was not made clear that the monthly amount we were quoted would not include any of these additional phone charges. I was told several times that the monthly quote included our internet for both suites and 6 phone lines. Then to see our bill and this is not correct. We made our first payment and Frontier deposited the check but did not apply it to our account. That is why there is a late charge, we were not late and there is an open ticket with them on this issue as well. Also, since we have not been in this package very long I asked that they just cancel us and please waive the fees since we were not aware of what we were getting into when we signed up. She would not assist me or admit that there was any error on their part.
Regards
Frontier has investigated the above statements and offers the following response:
Frontier found that *** called in on behave of*. *** was quoted $89.90 for the internet inbefore taxes and surcharges. Frontier did say before taxes and surcharges. *** was also quoted a one-time activation charge of $20.00. *** was quoted for *** it would be 5 lines at 29.99 per line that would total 149.95. *** was quoted the static internet connection with the 6th line at $144.98. *** was advised this quote was before taxes and surcharges and that there would be a one-time activation fee for the internet at ***. The total for *** would be $294.93 before taxes and surcharges. The international calling plan that had been on the account was not discussed. That plan is $5.95 per month before taxes and surcharges. *** was also advised that the next bill would have prorated charges for the package changes.
The October 28, 2019 bill, the first bill a
fter the package change on October 2, 2019 was total amount due $389.48. Because the prior package was a higher rate this bill had prorates credits from what was paid in advance.
The November 28, 2019 bill was current charges of $667.87. The break down of the current charges is five lines at $149.95, static internet and the sixth line at $144.98, internet for suite 102 $89.99 plus the international calling plan at $5.99 before taxes and surcharges. This is what was quote plus the international calling package that was not discussed.
The additional fees are taxes and surcharges and Frontier did states the quote is before taxes and surcharges
When I spoke to the Frontier sales rep he stated I would receive the basic *** sports channels with the basic package I ordered. I trusted that this individual was being honest and providing me with accurate information. Because of what was stated by the sales rep I went forward with the service. After the service was setup, those channels were not available unless I upgraded to the next package, which went against what the sales rep originally told me. I was then told that I could upgrade to these channels for an extra $10 a month so I went ahead and told them to activate it. After they activated it I still didn’t have the channels so I called back back and they told me I had to upgrade to the even more expensive package in order to receive these basic channels and if I wanted them in HD as well. Long story short I had to call Frontier multiple times within the first week of service and each sales/customer service rep stated false information. I had to also call multiple times to try and disconnect my service. They’re trying to bill me for the service that wasn’t provided to me and a service they lied about. I have had to call them multiple times in hopes of resolving this issue but I have had no hope. The last phone call I had they stated they would listen to the initial phone call I had with the sales rep who sold me the service to determine what was said on that call. If they found that the sales rep stated inaccurate information they wouldn’t charge me for their service. They told me it would take a week to come to a conclusion and that they would give me a call back with the outcome. I never heard back from Frontier with the results so I called them back on 12/13/19 and they couldn’t give me these results. All they said is that I’m still being charged due to the fact they set the service up for me. They refuse to take fault for not providing me the service promised and lying to me about what I would be receiving for this service. The service never worked properly and I was lied to by their employees. I tried canceling this service within a week and a half of installation. They are now threatening to send me to collection if I do not pay them the full amount.
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 was promised the *** channel in his Frontier television package he never received.Frontier has investigated the above statements and offers the following response:
Frontier spoke with Mr. on December 17, 2019 and advised according to our records on his sales call the television package and channel lineup was never discussed.
Frontier advised Mr. came on the call advising he wanted the Custom tv package that is what was sold, and it does not include sports of any kind.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. *** has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
According to the customer relations representative, Richard S, the phone call he had reviewed didn’t show the discussion I had about what was included in the TV package that was chosen at the initial setup of service. He refused to take into consideration the very first phone call I had with the sales rep that states exactly what channels I was supposed to receive. The sales rep tried to submit my information through the system too many times to the point it locked him out so he couldn’t process my order. I was then sent to another sales/customer support rep who was then able to unlock the account and process my order. At that time I trusted the previous salesman and what he stated about the service I was going to be provided with. I thought I had an understanding of what exactly I was getting so I didn’t feel it was necessary to now ask this rep to review the channel package details again. This I believe is where the agreement of service was accepted and processed. According to Richard S they only reviewed the phone call that shows the order completed processing. I tried to explain to Richard S that the cable package details took place in the very first phone call I had with the initial sales rep and even after service was setup at my home. The phone call that needs to be reviewed is the very first one where the first sales rep explained to me what the service/cable package would entail. I also had multiple conversations with customer service immediately after the service was setup where I was told I had to pay an extra $10/month for the sports channels I wanted. It turns out that was also false information and that the only way I could get the channels is if I upgraded to the premier package. They also did not disclose that HD channels were an additional charge. I believe the Revdex.com should be reviewing the phone calls I had, instead of a Frontier employee. Theres a conflict of interest there. A neutral party should review the recorded phone calls. The service never worked properly to begin with and I was lied to about what service I was getting, therefore I should not have to pay their bill. I was mislead and believed I was getting a particular product/service for the stated price. The only reason I looked into Frontiers service is because I wanted those channels for a better price.
Regards
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he was promised the *** channel in his Frontier television package he never received. Frontier has investigated the above statements and offers the following response:
Frontier spoke with Mr. on December 23, 2019 and advised according to our records on his sales call the television package and channel lineup was never discussed.
Frontier advised Mr. came on the call advising he wanted the Custom tv package that is what was sold, and it does not include sports of any kind.
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.
Got $150 charge on labor when Tech come over to check the internet issue. Called customer relationship seems for help but Daysha, ID # *** refused said the charge is over 90 days. This charge is un-reasonable to our firm.
In addition, we are totally not satisfy the service provided from Daysha. Her voice shows attitude during the whole conversation.
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 has a billing dispute with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises the charges billed for Mr.’s repair on August 16, 2019 is applicable.
Frontier investigated and verified the Frontier services were working as designed. The problem with the service was associated to the customers owned equipment.
Frontier spoke with Mr., we were unable to discuss the details due to a lack of account verification on December 31, 2019.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
I have called customer support and technical support multiple times to try to resolve an issue cause by weather. Multiple appointments have been set up and the technician has it called us or came out to our area to resolve the issue. I have been on the phone trying to get this issue resolved and no body in tech support can help us. Now they are stating they can not be out until December 30th. Charging us for these services that they can not maintain and service in a timely matter is poor business practices.
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:
*** called customer support and technical support multiple times to try to resolve an issue cause by weather. Multiple appointments have been set up and the technician has it called us or came out to our area to resolve the issue. I have been on the phone trying to get this issue resolved and nobody in tech support can help us. Now they are stating they cannot be out until December 30th. Charging us for these services that they cannot maintain and service in a timely matter is poor business practices. Frontier has investigated the above statements and offers the following response:
Frontier advises that a trouble ticket was opened on 11/29/19. Frontier advises that a technician was dispatched on 12/06/19. Frontier advises that a trouble ticket was opened on 12/10/19. Frontier advises that a technician was dispatched on 12/20/19. Frontier has issued a credit for the time out of service in the amount of $45.09. Frontier advises that Mr. will see the credit on the next billing statement. Frontier has contacted Mr. 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
I spoke with a Fios rep in October 2019 and they stated that my total cost for a package with their business services would be no more than $240 per month, taxes included. My most recent bill was nearly $500. My phone call was recorded on the 800 number with the company.
early termination fee has been waived.