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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Requested an upgrade with Frontier but the technician was a no-show. I called their competitor and they installed a faster internet service that evening. The next day I received a message indicating that I was now on the schedule for that day. I responded to the text indicating that I want the appointment canceled. On November 18th 2019 I called Frontier to cancel service and subsequently received a confirmation with believe it or not, a bill for $9.99 to simply cancel my service.
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 final bill from Frontier and that there is Broadband disconnect fee. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Mr. was billed and thus incurred charges through the end of his billing cycle.
Frontier advises that as a one-time courtesy a onetime adjustment has been issued on Mr.’s account to cover service charges from the day of disconnect to the end of the bill cycle plus the $9.99 fee.
Frontier advised Mr. of the above information via email.
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 canceled my Frontier phone service on September 26, 2019. I received a bill about the same time it was for services from 9-22-2019 to 10-21-2019. I was told I had to pay the whole bill or there would be a late fee add to it.So I payed it then when I call to get my refund for the 26 days I did not have service I was given the run around. The bill was for $55.63 for thirty days . I only used 4 days of their service at that time.They first tried to only refund me $38.91. I told them I would not pay taxes and extra on service I did not use. The lady then told me my refund would be $48.21 and that this would have to go under review before I received a gift card for my refund. Two weeks later I call and once again get the run around and am now told it will take up to four months to get my money back. Just in case I change my mind and want to come back to there 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. indicates that Frontier did not provide a refund in a timely manner. Frontier has investigated the above statements and offers the following response:
Frontier’s refund policy is to issue a refund 90 days from the date of service disconnection or termination. This time period is required to ensure all outstanding charges or credits are posted to the closed account. Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account
Frontier advises that Mr.’s account was terminated on September 26, 2019. The refund for Mr. will be process on December 26, 2019.
Frontier spoke to Ms. on December 4, 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.
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 signed a sales contract at *** with a Frontier agent for internet/TV/telephone service on 10/27/19. Service install started 11/7 & was completed 2 days later.
The contract was for monthly charges of $120.00 and a one time $9.99 handling fee on first bill. Installation was included in this promotion. The agent assured me the $120.00 included all fees and taxes.
The promotional "Triple Play" package I signed includes: Prime TV, DVR, regional sports AND a $100.00 *** card AND a $99.00 *** prime subscription, all noted on the contract.
My first bill arrives (for 11/9 thru 12/8/19) for $201.00, not the $120.00 plus $9.99 as documented in my contract.
I call the customer service center who politely tell me none of my signed contract is valid and that they "cannot" honor any of it. No *** card or *** Prime subscription can be given and I am expected to pay for installment. With the exception of a $20. discount for Prime TV, all other services & fees appear to be charged at the standard rate. Not even close to the monthly charges on my contract.
When pushed to honor the contract, Frontier only offered 3 months of the promised 2 year contract prices and expect me to pay installation fees totaling $75.00.
This experience feels like a scam. I am incredulous that a company I thought to to be reputable would not honor a signed contract by one of its sales agents.
The Complaint states that:
Ms. advises that she is disputing her monthly recurring charges from Frontier.
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 we have added the $100 Pre-Paid *** offer to Ms.’s account.
· Frontier advises that we have waived Ms.’s installation fee.
· Frontier advises that we have updated Ms.’s package at her request on November 27, 2019.
· Frontier advises that we spoke to Ms. on November 27, 2019.
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.
As noted by Frontier, they partially honored my signed contract. In order to meet the monthly fees I agreed upon, I had to accept a diminished plan with many fewer channels than the one I agreed to. In addition, Frontier simply rejected/refused to compensate me for the $99.00 promotion written in the contract for Prime Membership and refused to honor the 2 year contract that was verbally given to me. The installation fee they "refunded" was never in the contract and verbally assured that there would not be one to begin with. I feel this is a poor resolution & remain very dissatisfied that this company can ignore a written agreement. My other alternative given was to cancel the contract and have to pay another company to restart my internet services.
Regards
hank you for referring the complaint of Ms. to our office for review. We appreciate Ms. Fraiser bringing this matter to our attention. The Complaint states that: Ms. advises that she is disputing her monthly recurring charges from Frontier. 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 we have added the $100 Pre-Paid *** offer to Ms.’s account. Frontier advises that we have waived Ms.’s installation fee. Frontier advises that we have updated Ms.’s package at her request on November 27, 2019. Frontier advises that as a courtesy, we have issued a $50 credit to her account. Frontier advises that we spoke to Ms. on January 24, 2020 to discuss the above. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
We have been contacted by your insurance company and there is a claim that has been startedWe recognize this damage was caused by us and you will be fully compensatedIt's s shame this happened we are very sorry for any inconvenience this may have cause youWithin this next week you will receive a series of phone calls from your insurance agent following up on some key detailsOnce again we apologize with all our hearts and hope you can forgive usGodspeed
I have been trying for over three weeks to get my service fixed. They took me down to 6 instead of the 12 I have had for a year. I was without internet for over a week now without phone for over a week. Tech never showed up multiple calls to company knowone has helped me so far. I want my 12 back and phone which is what I have had for a year before they accidentally cut my internet off frontiers fault a month in and nothing fixed.
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 her internet speed back to the 12m. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Ms. on December 9, 2019. Ms. advises issue has been resolved.
Frontier’s records indicate her internet speed has been provisioned up to 12m.
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.
We cancelled TV services on 10/29/2019 by phone call with Frontier Customer Service and immediately returned the tv equipment via UPS upon receipt of provided packaging.
After speaking with Frontier Customer Service today (11/16/2019) requesting a refund of unused tv services from 10/30/2019 to the end of the billing cycle, we were informed that Frontier does not give partial credit for cancelled services within a billing cycle. Frontier TV services cancelled our TV service effective 10/30/2019 per their system records. Frontier still demands full payment of $256.81 that includes charges for tv services we no longer had effective 10/30/2019.
When we cancelled TV services it WAS NOT made clear that we would not be refunded for the partial period of no tv service in the billing cycle. We do not understand the logic that Frontier has the ability to partially charge us for new service set up within a billing cycle, but then state that they (Frontier) has the inability to refund us a partial credit for service cancelled within a billing cycle. It is immoral and unethical business practice to charge a customer for services they are not receiving.
We are requesting a pro rated refund of charges received for discontinued tv services beginning on 10/30/2019 during the time period within our billing cycle from 10/19/2019 to 11/18/2019 and any further charges incurred to future billing cycles.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. is disputing a bill for service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. requested to remove the video service from the account on October 30, 2019.
Frontier advises that an adjustment was issued for video service from October 30,2019 to November 18, 2019 and the adjustment appears on the November 19, 2019 statement.
Frontier advises Ms. was informed of this information via email.
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
Frontier upgraded my phone service without my knowledge or permission!!! Did they think I wouldn't notice???
For five evenings in a row I had no internet service. I placed a trouble ticket on November 1. I was told a technician could not arrive until November 12. No technician arrived or called me November 12. I called Frontier again. Was told a technician would arrive November 13. Again no technician called or arrived. I do not know if anyone fixed my problem.
The Complaint states that:
Mr. advises that he has intermittent connectivity and speed issue with his Frontier internet service.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we apologize for the inconvenience this issue is caused.
· Frontier records show a trouble ticket for frequent disconnects entered on November 1, 2019. A Frontier technician was dispatched to investigate the service on November 14, 2019. The technician found working service.
· Frontier advises that Mr.’s plan is as fast as 3.000 Mbps. Frontier advises that customers will receive between 50%-100% of the maximum provisioned speed.
· Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other things.
· Frontier advises that the available Internet speed depends on the distance from Frontier’s closest facilities. Mr.’s location is over 14,000 feet from the nearest Frontier facilities.
· Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Mr.’s area at this time.
· Frontier advises that we spoke to Mr. on November 21, 2019 to advise of the above.
...
They are billing us for a second account that they set up in their error and was never activated. I repeatedly called them to dispute it and they say they will take care of it and then when they submit it to corporate it gets rejected. So every month we get two separate bills under two separate accounts.
Product_Or_Service: Internet service
Account_Number:
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. for bringing this matter to our attention.
According to the complaint:
Ms. is disputing all charges for a second Internet account set up in error.
Frontier has investigated the above statements and offers the following response:
Frontier advises the second Internet account was terminated on June 25, 2019 with an effective date of May 16, 2019.
Frontier applied a credit adjustment to Ms.’s account in full for the charges associated with the second Internet account.
Frontier attempted to speak to Ms. but was unsuccessful. Frontier provided the above information via phone message and email with direct contact 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 have Frontier Communications for internet service only because there is no other service provider where I live. The internet service costs me $49 a month for the slowest internet connection and the service is so intermittent that in a 24 hour period we lose service at least 6 hours per day. When you call technical support you get nothing but the run around, no one knows how to diagnose or fix a problem because there is no fix, it is deliberate on Frontier Communications part to limit customer usage to put more money in their pockets because they know the customer cannot do anything about Frontiers LOUSY service and employees. On Wednesday, Frontier once again changed my SSID and WPA Shared Key without my knowledge so my devices would not connect to the internet, when they were called to find out why we did not have internet service, I was told it was because I had not signed the new Terms and Conditions of Service agreement supposedly dated June 23, 2019, so they had suspended my service, but when I went to the website I was given to acknowledge this agreement , the agreement was dated 2017. I was then told it was my modem that had stopped working but my computer that is ethernet connected to the modem was able to access the internet, it was my wireless devices that could not. I logged into my modem and that is when I found that my SSID and WPA Shared Key had been changed by Frontier. When I asked Tech Support why they changed these, I was told that they have no way of changing my SSID and WPA Shared Key which is a bald faced lie, because I did not change it so it leaves Frontier to have done this because it keeps customers from accessing the internet and puts more profits in Frontiers pockets. I had to spend the time to reset my SSID and WPA Shared key and the reset all o my devices to connect to the modem. Frontier should not be allowed to get away with doing business like this. We as customers should file a class action lawsuit against the company for the service we paid for but never received.
it was probably back in August 2019 when I ordered their service, I told them there was no fibre service to my house, but they incorrectly submitted the order as a self install. After about a dozen frustrating calls to customer service, they finally mailed me the equipment and scheduled a technician to come out on 9/7/19 and install the equipment. The technician never showed up and so I called customer service the same day and cancelled their service. They keep sending me a bill for the dates of 9/4/19 (the date they say they turned on the service) thru 9/7/19 (the date they say the technician came out). As proof the technician did not come out, I have the equipment in its original packaging that have never been opened. Also I live in a house made of cinder block construction and there is no hole drilled thru the cinder blocks that the technician would have had to drill thru. I put in a complaint and the person I talked to said she looked at my service and saw that I had not used any internet service and that the complaint would be easily ruled in my favor. I received another bill, called customer service, and they told me the complaint has been denied.
Frontier records reflect an order was created on 08/27/19 for FiOS Digital Phone service, FiOS Internet 500/500 and Prime TV service effective 09/04/19. A review of the order found that it was set up for a self-installation however it required a full install by a technician.
The 09/05/19 bill statement was generated reflecting New Charges of $208.79 due by 09/30/19 for services dated 09/04/19 – 10/04/19 as well as $9.99 for Equipment Delivery and Handling Fee.
A trouble ticket was created on 09/05/19 to dispatch a technician to install the router on 09/07/19. A technician was dispatched on 09/07/19 who submitted a Service Wire Drop request noting that the customer would have a service order written.
An order was created on 09/07/19 to dispatch a technician on 09/11/19; however, a review of the order found that it was not sent to the field.
On 09/11/19 an order was created to disconnect service which was backdated to the installation date of 09/07/19.
Mr. was billed the one month minimum service charge per our Terms of Service.
Frontier has agreed, in this instance, to credit $208.79 adjusting the account to a zero balance. The credit will appear on the 12/05/19 bill statement.
Frontier apologizes to the customer for the inconvenience that this matter has caused.
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,
***
please ignore the message about me not accepting your response --- I reserve the right to wityhdraw this solution awaiting a bill showing zero dollars owed
A contractor for frontier has damage Road to my house on the right side The driveway.
I feel that Health concern because I’m home a lot by myself and a house down the road got broke in this week.
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 a contractor for Frontier has damaged the road near her home.
Ms. is requesting to have the repair handled in a timely manner.
Frontier has investigated the above statements and offers the following response:
Frontier advises this is not service affecting as Ms. does not have an active account with Frontier.
Frontier spoke to Ms. on November 22, 2019. Ms. advised she had filed the complaint because she was under the impression that Frontier had finished repairs and the road had not been fixed; however, she states the road is currently being worked on.
Frontier has a scheduled follow up with Ms. on December 2, 2019.
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.
At the end of October, I contacted Frontier to see if I could get a better rate on my landline phone and internet service. Since I had never taken the account out of my father's name they said they could start a new account for me & it would be $47.99 + tax. There was to be no additional charges & at no time was I told about an installation fee. This change was to take effect on November 11, 2019 & they would send out a technician. Again, no mention of an installation fee. Prior to November 11th, I got a call from Frontier saying that it was not necessary to send a technician since I had all the equipment under the old account & they could just switch everything over.
Nov. 11th - no phone & no internet. I called Frontier & was informed that everything was on hold since they had no port for the internet. Since I needed the phone, they said they could put that in force. I spoke to a supervisor on Nov. 12th & was promised that the phone & internet would be installed on the 13th & that the installation charge would be waived after I complained about it. Phone was put into service but no internet since port is not available & there is no way of telling when one will be available. Supervisor lied.
I checked my account & the $75 installation fee is on it & they said the supervisor never noted the waiving of it and therefore they couldn't do anything about it. This was just another promise broken. Please see if you can do anything about getting the $75.00 waived as I was promised. Thank you.
Product_Or_Service: Bundle Phone (Landline) & Internet
Account_Number:
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 contacted Frontier in regards to the monthly amount she was paying and was requesting a lower rate. The account was in her father name and Ms. was informed that she could start a new account in her name.
Ms. states she was billed a $75.00 installation fee that she was not informed of and the Internet service was not installed
Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. was charged $75.00 for installation, but did not have the Internet installed.
Frontier advises that Ms.’ Internet was not able to be installed on November 13, 2019 as Frontier does not have facilities available for new Internet service in that area.
Frontier provided an adjustment of $75.00 on November 19, 2019 as this fee was billed in error.
Frontier spoke to Ms. on November 19, 2019 and explained the information above.
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.
Thanks for the help in resolving the problem I had with a $75.00 charge from Frontier Communications. They are taking it off my bill & I should never have been billed for it since it was for internet installation which I did not get. Once again, thanks.
I called to request a quote 9/30/19 and they needed my social security number for that. Right after giving it they hang up. I tried to call back and cancel and they said the internet contract was not put through. They sent me a email that the service was running.
I called again the Wednesday 10/2/19 and they installer had left the internet box in my door step outside. I asked them the box to send it back and them to cancel the order. They told it was done. (They told me that service was cancelled since the installer has to come inside to do the installation.)
I then called them next week and they told me the return box was never sent and they were sending it now. They told me service was cancelled.
I received the box and took it to *** Oct 15th. and have the confirmation that the internet box was delivered 10/24/19.
I received a bill now 11/12/19 stating I'm late with the bill and I owe $168.97. I do not want to pay this they are still actively charging me.
I have names, dates, tracking numbers if needed. I have spent 7 hours on the phone with them for this matter.
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 contacted Frontier on 9/30/2019 for a price quote on services, and the agent she spoke with advised a credit check would be needed. While the credit check was being processed, the call was disconnected and Ms. did not receive a callback. Ms. states that despite not finishing the order process with the agent, she received an email shortly after confirming a pending installation date. Ms. states she contacted Frontier to have the order cancelled and was assured it was. Ms. states that despite multiple contacts to Frontier to advise she never fully agreed to set up services and that the order should have been cancelled, charges have continued to accrue to the account.
Frontier has investigated the above statements and offers the following response:
· Frontier has reviewed the initial call between Ms. and our agent on 9/30/2019 and confirm that the call was disconnected before the order could be completed, and the agent still processed the order. Frontier has sent the appropriate coaching feedback to this agent’s direct supervisor.
· Frontier records do confirm subsequent contacts from Ms. attempting to cancel her service order/account and dispute charges accrued.
· Frontier has cancelled Ms.’s account as requested, effective 11/14/2019 and removed all charges applied, Ms. will receive a corrected statement confirming the $0.00 balance within the next 60 days.
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
I signed up for Frontier's Internet service on Monday, October 21, 2019. The service was scheduled to be installled on Wednesday, October 23, 2019, but after securing service from a different vendor, I called to cancel my Frontier order on Tuesday, October 22, 2019.
When I placed my order, I was informed by the agent assisting me that a $45 deposit was required, and I paid the deposit at that time. When I called to cancel my order, I was informed the deposit would be refunded to me within the next week.
After a week passed and the deposit wasn't refunded to me, I called again to inquire regarding its status and was informed it would be processed within no more than another week.
It is now Wednesday, November 13, 2019. More than 3 weeks have passed, and I still haven't received the deposit refund owed to me. I just called Frontier's customer service line again today and was informed it would take another month for the refund to be processed.
I'm so glad I didn't proceed with doing business with this company. They've proven themselves to be dishonest and disingenuous, and thus undeserving of anyone's time, money, and resources.
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 signed up for Frontiers Internet service on Monday, October 21, 2019. The service was scheduled to be installed on Wednesday, October 23, 2019, but after securing service from a different vendor, I called to cancel my Frontier order on Tuesday, October 22, 2019. When I placed my order, I was informed by the agent assisting me that a $45 deposit was required, and I paid the deposit at that time. When I called to cancel my order, I was informed the deposit would be refunded to me within the next week. After a week passed and the deposit wasn’t refunded to me, I called again to inquire regarding its status and was informed it would be processed within no more than another week. It is now Wednesday, November 13, 2019. More than 3 weeks have passed, and I still haven’t received the deposit refund owed to me.
Frontier has investigated the above statements and offers the following response:
Frontier states that Mr. cancelled his order on 10/22/19. Frontier advises that Mr.’s deposit was refunded on 11/19/19. Frontier spoke with Mr. and confirmed that he did receive his deposit back. 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 *** Department: Consumer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
they will lie to you. about fees and prices. terrible costumer service I canceled my services on oct.
28 they withdraw 38.89 on oct 29 for Nov. and send me a bill for 9.99 for disconnect fees. in Nov. 13 not a good company to deal with
I started requesting an updgrade to our existing DSL in April, they told me they could upgrade without problem, the tech came then said all new wire needed ran to my home, which they said they did, second tech came out to do install a month or so later said not all the wire was installed would put in a request to have done. Eventually by about August I recieved the new modem and service.
Tech had problems with setting it up but finally was able to get both pairs working, or so he thought. From that point on I have fought with having to reset the modem daily or most times multiple times daily. Ive reached out to Frontier multiple times through calls, chats online even chased down the local tech to try to get this addressed. Last contact was the second to last week of October at which time they told me they were sending me a new modem and it would arrive by no later than 10/30/19. The trouble shooting ticket # they gave me was ***. This unit has yet to arrive 11/13/19. I have spent multple hours on phone calls troubleshooting and installing new software upgrades as well as numerous trips taking off work to meet tech that never showed up. When I last talked to them they transferred me to the accounting department to file a claim for reimbursement for services not provided they had know record of the above TS # and refused to give me a reimbursement. They put me on hold and someone else answered and insisted that they had know record of a TS# and I go through all the trouble shooting again, that I had just spent an hour and 19 minutes on the phone going through.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Customer wants the internet to work correctly Frontier has investigated the above statements and offers the following response:
Frontier dispatched a technician on 11/15/19 and repaired the line inside the home.
Frontier has issued a credit from 11/13/19 – 11/15/19 in the amount of $10.00 that will be applied on the next billing cycle.
Frontier attempted to reach Mr. multiple times via phone however, was unsuccessful in reaching him.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
My Frontier internet service died on the evening of October 13th 2019 around 9pm. I called tech support on the morning of Monday, October 14 and was told the problem was in their box behind my home and that a technician would not be dispatched until Wednesday, October 16th. I told the Rep that was not good enough and he suggested I download a Frontier App on the cell and check their schedule for cancellations. I told him it wasn't my job to manage their technical support staff. I then called back and cancelled my Frontier service on October 14, 2019 by telephone. I received a confirmation number for the disconnect and was told that a representative from their "Retention" dept would call me about the order. I immediately called *** and and they came the same day at Noon to connect me to their service.
Frontier then billed me for the month of October and the month of November telling me they NEVER RECEIVED THE ORDER TO DISCONNECT even though I had the confirmation number, which they couldn't find. I told them I shipped their hardware back on the 15th and I had the receipt. They still maintain that I had service through November. Finally the CS Rep put me on hold for 10 mins and told me they disconnected my service as of October 31st and waived the November bill but that I would receive a final bill for the entire month of October with a late fee. They wouldn't give me a final billing amount. These types of business practices by Frontier (owned by ***) are fraudulent.
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 my Frontier internet service died on the evening of October 13th, 2019 around 9pm. I called tech support on the morning of Monday, October 14 and was told the problem was in their box behind my home and that a technician would not be dispatched until Wednesday, October 16th. I told the Rep that was not good enough and he suggested I download a Frontier App on the cell and check their schedule for cancellations. I told him it wasn’t my job to manage their technical support staff. I then called back and cancelled my Frontier service on October 14, 2019 by telephone. I received a confirmation number for the disconnect and was told that a representative from their "Retention" dept would call me about the order. I immediately called *** and they came the same day at Noon to connect me to their service. Frontier then billed me for the month of October and the month of November telling me they NEVER RECEIVED THE ORDER TO DISCONNECT even though I had the confirmation number, which they couldn’t find. I told them I shipped their hardware back on the 15th and I had the receipt. They still maintain that I had service through November. Finally the CS Rep put me on hold for 10 mins and told me they disconnected my service as of October 31st and waived the November bill but that I would receive a final bill for the entire month of October with a late fee. They wouldn’t give me a final billing amount. These types of business practices by Frontier (owned by ***) are fraudulent.
Frontier has investigated the above statements and offers the following response:
Frontier states that a trouble ticket was created on 10/14/19 and a technician was assigned to go to the residence on 10/16/19. Mr. placed a disconnect order on 10/14/19 as he had *** installed on the morning of 10/14/19. Frontier states that Mr. account was credited for the billing from 10/13/19 – 12/02/19. Mr. paid the prorated charges in the amount of $ 27.98. The account is now at a $0.00 balance. Mr. will receive a final bill that will be printed on 12/03/19. Frontier has attempted to reach Mr. multiple times by phone, voicemail and email. 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’ve been trying to get them to fix my internet for over a week now. They keep telling me they’ll contact me in 48 hours. This has happened 3 different times and I still can’t get anything done.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
*** states that I’ve been trying to get them to fix my internet for over a week now. They keep telling me they’ll contact me in 48 hours. This has happened 3 different times and I still can’t get anything done. Frontier has investigated the above statements and offers the following response:
Frontier issued a trouble ticket on 11/2019 and a technician was dispatched on 11/21/19 to correct the internet issue. Frontier advises that Ms. has been part of a common cause outage to her area from 10/29/19 – 11/21/19. Frontier confirmed the internet is working properly at this time. Frontier has issued a credit for the time out of service in the amount of $76.46. Ms. will see the credit on the next billing statement. Frontier spoke with Ms. and advised of the above statements. 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 called Frontier Communications Aug 27, 2019 for an installation appointment for internet services. At 3:38 PM (CST) I received an email, confirming installation for September 13, 2019 (Confirmation # ***). On September 12, I received a voicemail from a non-Frontier registered number stating that my installation for the September 13 (THE VERY NEXT DAY) had been cancelled BY FRONTIER with no explanation as to why. I called immediately after at at 4:48 PM (CST) and spoke with one of the most rude individuals on the planet. She stated that my appointment had been rescheduled for September 17. I told her I can not do that date because I am only available Fridays, as why I scheduled the original install date for the 13 of September. She said "sorry, you're out of luck. I'm done today," and hung up. I called the next morning at 6 AM (CST) to speak with the technician office who said they could not do anything for me because I did not have service installed. I was rerouted to customer service who scheduled an installation date of September 27. When September 27 rolled around, the technician was at our home not even 5 minutes and said "Nope, can't install today." He said out wiring was too old and that a permit was needed to install and that a contract company would be around sometime mid-October to install the new wires, that never happened. I called Frontier back again October 22 and was told that the contractor was there but that Frontier couldn't see the notes until the next day and that I would get a call back, I never got a call back. I called again November 5th about the status of my installation date. The representative I spoke with said that there was 0, no records of any kind in my file. 4 months without internet. 11/12/19 was called by contractor saying they will be here following week for ORIGINAL INSTALLATION! Frontier is coming 11/15/19 for new install account (***), so it seems I will be without internet for longer because this will probably run into the same issue.
Frontier has investigated the above statements and offers the following response:
Frontier advises on August 27, 2019 Mr. placed an order for internet as fast as 25Mbps. Frontier advises following technical line verification it was confirmed the maximum available speed for his address was up to 18Mbps which required pricing to be discussed and the order to be edited.
Frontier left a voice message for Mr. on September 11, 2019 advising of the above and requesting a return call to discuss pricing and speed options.
Frontier advises Ms. returned Frontiers call on September 11, 2019 and was advised the next available installation date would be September 27, 2019 as the service speed was modified to speeds as fast as 18Mbps. Frontier advises Mr. did not agree to the new date resulting in the order being placed on hold.
Frontier advises on November 08, 2019 Mr. contacted Customer Service and an order was placed for internet with speeds as fast as 12Mbps as well as a 2nd to Connect internet line. Frontier advises on November 09, 2019 the initial order was deactivated due to a duplicate order existing.
Frontier advises following placement on November 08, 2019, service was successfully installed on November 15, 2019.
Frontier advises Mr.’s billing effective date is November 15, 2019, he was not charged for any service prior to the installation date.
Frontier advises a $75.00 Installation Fee and $9.99 Shipping and Handling fee is charged to the November 16, 2019 statement for the installation of internet.
Frontier has applied an adjustment in the amount of $84.99 to offset the Installation and Shipping fee as a courtesy.
Frontier respectfully declines Mr.’s request for 4 months of service.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
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