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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Account#*** and ***. On 9-18-19 I called Frontier and spoke with Jennifer F regarding switching my residential phone to a business remote call forwarding number and internet installation. She said that we can set this up as a bundle package for $64.98 with no modem fee. The installation was set up for 9/23/19 between 9-1. On that day they didn't show during the time frame, so I called and they assured me that he’s running late and would be here. He never showed. I called the next day, same thing assured me he would be here and never showed. During this time I called and talked to Michael he said that he would dismiss the installation fee and apply an additional 40.00 credit. Installation took place on Friday 9/27. On 10/25/19 I received a bill for 162.77. This bill did not reflect the bundle price which was agreed upon nor did it have the installation credit or additional $40 credit. On 10/16/19 I received a call from Jennifer F stating that she was reviewing my account and noticed that it was all messed up. She said that she was not sure what happened and that she would make sure that it would be fixed. I asked if she would send me an email confirming our conversation, she said she would. I never received the email and my account was never adjusted to reflect our agreement. Since then I have left her 5 voicemail messages with no response. During this whole time frame I have spoken to several people via phone and messenger trying to connect to a manger to no avail. On 11/12/19 I called and spoke with Mary and explained the whole issue. I gave her my original order confirmation number *** and explained again the issues. She said that they could not honor this bundle and that I would have to pay for the phone and the internet separately. I asked her to honor the price that was given and she said she couldn't. The only way she could credit my account is if I agreed to a one year contract. considering the many hours and frustration that I’ve been through I’m not comfortable with that. She said she could give me a one time $100 credit which if it actually happens would not cover the discrepancy. For the record I received a confirmation email with the pricing the day of the installation. There was no communication regarding changing our agreed upon price. During this time, they also charged me 17.33 for a partial month starting on the initial appointment date 9/23 and they charged me 53.52 for my phone line that was supposed to be part of 64.98 bundle. They didn't show up until the 9/27.
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 due to a lack of Frontier providing the service initially requested.Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr. declined additional orders to rectify the initial service requests.
Frontier advises applicable credit has been issued on Mr.’s account.
Frontier spoke with Mr. on December 26, 2019 and advised 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.
I was looking into using my own modem for my frontier internet service and came across that Frontier actually charges its customers $10 a month EVEN if they use their own modem. I think this shady business pratice is disgusting to say the least but figure I would contact Frontier to waive the $10 a month fee and use my own modem if not I'll be going back to *** because I can't support slimy business practices like this and $10 a month is just too much for something I don't need to use.
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 would like to use her own modem for her Frontier Internet service but was advised Frontier would still bill her $10.00 per month even if she used her own modem.
Frontier has investigated the above statements and offers the following response:
The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment. Frontier has been in contact with Ms. via email at her request with the last email being sent on November 25, 2019. Ms. has been provided direct contact information should she have 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and although I am very disgusted and dissatisfied with Frontiers shady business practices the Revdex.com can close the complaint and I will look into going back to ***.
Regards
End of August 2019 thru all of September 2019 the internet service kept going in and out. Periodically the internet would go out and it would render us incapable of completing our daily tasks. We are a dental office and we need our internet to be fully functional. We called on several occasions throughout this said time period. We kept getting the techs over the phone telling us that there were no issues with the internet service. As we called several times, we finally got someone to understand that there is a problem. They sent a tech out to replace the router. The problem persisted and we had to call back a couple more times in order to get another tech out to fix the issue. They finally sent someone out to fix the issue. The issue was fixed for a short period of time. Now the problem has started again. This past Friday 11/8/2019 the internet started to become a problem again. It has been going in and out since Friday. It has gone in and out 4 times within the past 2hrs we have been at work this morning.
Thank you for referring the complaint of *** to our office for review. We appreciate James Lawson bringing this matter to our attention.The Complaint states that:• Ms. advises of ongoing broadband connectivity issues ongoing from August 2019 to the date of Revdex.com report in November. The customer would have intermittent connectivity that would result in the customer being connected for brief periods of time before connection was lost and then restored.Frontier has investigated the above statements and offers the following response:• Frontier acknowledges the repeated repair tickets for broadband connectivity.• The most recent ticket reported on November 15, 2019. The assigned technician had found that a line card in the central office was at fault and not an issue at the customer location. The card was replaced on the date of November 19, 2019 and the repair was cleared on that date as a result.• Frontier had contacted the customer on November 21, 2019 to verify the resolution of the repair concerns. The customer had advised that the internet connectivity appears to be resolved since the date of November 19, 2019.• Frontier had applied a credit of $100 towards the customer’s broadband service due to the repeated nature of the repair.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.
issue has been resolved
I paid my monthly bill short by .9 cents because I transposed numbers. I paid $48.89 but owed $48.98. so since I paid .9 cents short that amt carried over and caused a $9 late fee. I paid the bill 5 days early, it was due Oct 25th they recvd payment Oct 20th. I called customer service, to dispute this late fee because the bill was NOT late, it was just short paid .9 cents, in error due to transposing numbers. I spoke with cust svc rep who said he couldn't waive the fee, I had to talk to collections. I was transferred to collections and Wendell said collections didn't waive fees, I needed customer service. I asked for supervisor, but was transferred and held another 30 minutes. my phone was about to die, so I hung up (it was over an hour that I was on hold back and forth) I called back the next day just to get the same run around. I dispute being charged a $9 late fee when my bill was not late. it was just short paid by .9 cents the prior month. how many other "customers" are they gouging like this. Terrible customer service (Wendel was respectful) but just an overall terrible experience over a petty .9 cents . I refuse to pay this and its disgraceful that a large company cant remove a late fee ( bill wasn't late) and never has been late. I have never been paid late in 4 years of service. I pay .9 cents short and the whole company will falls apart. please help as I know others are being taken advantage of as well -
Sincerely
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. is disputing a late payment fee billed to her as she states she was not late.
Ms. advises that in error she short paid the bill by .09 cents.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. was billed a late payment fee of $9.00 on her November 2019 bill statement. Frontier did receive payment for the October 2019 bill statement and as Ms. stated the amount paid was transposed by .09 in error.
Frontier has issued an adjustment to Ms. for the late payment fee for $9.00 and the adjustment will appear on the December 2019 bill statement.
Frontier spoke with Ms. on November 20, 2019 and advised of the above. Ms. 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.
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.
Consumer sent the attached letter as her rebuttal.
Regards
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. is disputing a late payment fee billed to her as she states she was not late.
Ms. advises that in error she short paid the bill by .09 cents.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. was billed a late payment fee of $9.00 on her November 2019 bill statement. Frontier did receive payment for the October 2019 bill statement and as Ms. stated the amount paid was transposed by .09 in error.
Frontier has issued an adjustment to Ms. for the late payment fee for $9.00 and the adjustment will appear on the December 2019 bill statement.
Frontier spoke with Ms. on November 20, 2019 and advised of the above. Ms. 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 Hoefs Department: Consumer Relations
I have been charged for a reconnection fee, that I did not authorize. I had my service on vacation mode and was not told that it expires after 9 months. They reconnected and charged my account for service. I've called three times to get this issue resolved and was told that the account would be back dated, and that the reconnection fee would be taken off. The second time I called I was assured that this was the case, and no I would not be charged any late fees because of this false charge on my account. I just spoke with customer service yet again and now was told that they expect payment for that amount and the charges would not be taken off.
Thank you
for referring the complaint of *** to our office for review. We
appreciate bringing this matter to our attention.The
Complaint states that:Mrs. wants account zeroed out and refuses to pay for fraudulent charges. Frontier
has investigated the above statements and offers the following responseRecords indicate December 5, 2018, Mrs. reached out to Frontier requesting to place an order to put her account on Stay Connected; which is only good for 9 months.September 6, 2018, Frontier restored the service, due to Mrs. failed to call to have services reactivated prior to the 9 month term. September 28, 2019, Mrs. called Frontier to inquire about charges, and was explained at that time charges are valid. After
further review, Frontier are sustaining charges. Frontier has made unsuccessful attempts to
reach customer. We trust
that this information will assist you in closing this complaint. We apologize
for any inconvenience that Mrs. has experienced because of the above
matter.
Frontier Specialist: Kevin
S
Department: GM Specialist
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 have attached a word document expaining the incorrect billing and Frontier's previous responses to the matter, which they have changed in their response to the complaint.
Regards
Thank you for referring the complaint of *** to our office for review. We appreciate bringing this matter to our attention.
The Complaint states that:
· Mrs. wants account zeroed out and refuses to pay for fraudulent charges.
Frontier has investigated the above statements and offers the following response
· Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs. has experienced because of the above matter.
Frontier Specialist: Kevin S Department: GM Specialist
I am writing to alert you to a terrible and potentially dangerous situation. My Frontier Communications internet service has been down, or severely limited, for a month. I am 63 years old with a chronic health condition and have had difficulty communicating with my doctors. I am also a photographer and I’m unable communicate with my customers because I have no access to email. The holiday season is my busiest time of the year, and I’m dead in the water. My cell phone service at home is dead because it depends on my internet connection as is common in a rural location.
I have had six trouble tickets and nothing has been resolved since October 14th. During that time I have had two visits from service technicians with a promise to follow up on the problem. Two additional scheduled visits that were cancelled by technicians.
I learned today that technicians are given two hours to fix a reported problem. They are reassigned if the problem is not fixed. I also learned today that other technicians have cancelled their scheduled visits because they know my problem is not easily solved. Every service visit requires a 5-7 day lead time.
Every time a I speak or meet a service technician I’m given a different reason why I have a problem. None have said it is the fault of the lines or equipment in or on my house. None seem to have a clue what the previous technician has found. This situation is a glaring example of bad service, just plain bad business, and potentially dangerous for me personally.
I pay my Frontier bills on time, usually more than $100 per month for many years. I’ve called technical support repeatedly and all they do is respond to my inquiry with a new service date. The is no escalation process. I’ve left messages for Kieth P, Supervisor of Technical Support for Delaware and Chenango counties. I’ve never heard back from him. I’ve contacted NYS Senator ***’s office and they’ve tried to help, but Frontier seems determined to maintain it’s current lousy service model.
Please give me some guidance on how to resolve this situation. A response would be appreciated.
According to the complaint:
Mr. reports multiple trouble tickets since October 14, 2019 reporting internet service outages.
Mr. reports missed repair appointments.
Frontier has investigated the above statements and offers the following response:
Frontier records show a trouble ticket for no internet connection entered on October 15, 2019. The ticket was closed on the same day based on a text message response from Mr. that the service was working. Frontier records show a trouble ticket for frequent internet disconnections entered on October 16, 2019. A Frontier technician investigated the outage on October 18, 2019. The technician updated the programing for the service and found working service as fast as 6.000 Mbps. Frontier records show a trouble ticket for frequent internet disconnections entered on October 18, 2019. A Frontier technician investigated the outage on October 22, 2019. The technician worked with programing to update the settings for the service connection. The technician installed a new modem and connected the service to several connections in the Frontier facility to locate a more stable connection. The technician continued to monitor the service for several days. The technicians made additional adjustments to the settings and connections during the monitoring process. A technician determined on November 4, 2019 that the service had been connected and working for three days without interruption. Frontier records shows a trouble ticket entered on November 5, 2019 for internet interruptions. Frontier technicians investigated the interruption and determined the outage was not due to cable damage on November 11, 2019. A Frontier technician replaced the buried drop and installed new inside wire to restore service on November 19, 2019. Service concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors. Due to an unanticipated increase in workload, the restoral date for Mr.’s November 5, 2019 trouble ticket was pushed out in order to provide accurate completion information to the customer. Frontier is taking the necessary steps to mitigate customer impact within the affected regions. Frontier issued credit for all reported time out of service. The credit will print in one or two billing cycles. Frontier attempted to reach Mr. by phone to advise of the above but was unsuccessful. Frontier left messages for Mr. that included direct contact information.
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.
Frontier sent five technicians here yesterday and within 30 minutes after they left the internet connection started failing again. Today the same situation, internet connection still failing, on for 10 minutes, then down for 30.
As for their refund, they offered me $29 off of a $100+ bill.
As for trouble ticket response, please see the following:
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#4760073 10/14 - 10/18 never called or showed up, closed,
#4761150 10/16 never called (every time I call customer service they ask and I confirm my cell and landline)
then #4763748 Mike, 10/22 2.5 hours, not fixed
then 10/24 , then 10/25 cancelled, then 10/29 cancelled,
now 11/4
10/31, new ticket #4763735 still 11/4
11/2 - fixed?
11/5 - down 5:45 AM - called tech support Daniel (said frequent disconnections on 4th and 5th)- #***, Thursday, 1-5pm,
11/7 - Dianne tech called, tried to fix, no good. no call back as promised
11/8 - I called tech support. open ticket, service appt Nov 8 (today),
11/10, 5pm - dsl still not working, cycling on and off, tried rebooting modem. then called tech support, very poor english, updated record, they will contact me today by text? asked for supervisor, not available.
11/10, 6pm - called again.
11/11 - Victor, tech too busy on Nov 8, service rescheduled for 11/12 Wed for 1-5pm.
11/11 - Brock & Travis here 4-5:30 no luck, will try to come back tomorrow. Internet down after they left, no devices on or attached to modem. back up at 9pm
11/11 - sent emails to Frontier Comm President, Revdex.com, FCC, US Rep ***, NYS Senator ***, NYS Attorney General.
11/12 - Brock & Travis called @ 9, will be here at @ 11, called at noon will be here later, after other jobs… never showed up. called at 6pm. email confirmations from Revdex.com, FCC, NYSAG, and calls from Frontier Pres, and Matt @ ***.
11/13 - internet out modem cycling 7am - return from dentist 6:30, on.
11/14 - 7am modem cycling, all afternoon down
11/18 - 8am v/m, good until early evening, then cycling.
11/19 - 5:30am cycling, 9:30 Brian called, just assigned the ticket, and didn’t have a clue. 1pm, Brian, Travis, Brock, + 2 others here. ran new wire down pole, new wire from side of house, into existing wall outlet. I asked Brian to keep ticket open for a day to see if problem is gone. …2:10pm Internet down, modem cycling again,
11/20 - 7am modem cycling on/off … 5pm modem cycling on/off
Regards
According to the complaint Rebuttal:
Mr. rebuttal reports multiple trouble tickets since October 14, 2019 reporting internet service outages.
Mr.’s rebuttal reports missed repair appointments.
Frontier has investigated the above statements and offers the following response:
Frontier records show a trouble ticket for no internet connection entered on October 15, 2019. The ticket was closed on the same day based on a text message response from Mr. that the service was working. Frontier records show a trouble ticket for frequent internet disconnections entered on October 16, 2019. A Frontier technician investigated the outage on October 18, 2019. The technician updated the programing for the service and found working service as fast as 6.000 Mbps. Frontier records show a trouble ticket for frequent internet disconnections entered on October 18, 2019. A Frontier technician investigated the outage on October 22, 2019. The technician worked with programing to update the settings for the service connection. The technician installed a new modem and connected the service to several connections in the Frontier facility to locate a more stable connection. The technician continued to monitor the service for several days. The technicians made additional adjustments to the settings and connections during the monitoring process. A technician determined on November 4, 2019 that the service had been connected and working for three days without interruption. Frontier records shows a trouble ticket entered on November 5, 2019 for internet interruptions. Frontier technicians investigated the interruption and determined the outage was not due to cable damage on November 11, 2019. A Frontier technician replaced the buried drop and installed new inside wire to restore service on November 19, 2019. Service concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors. Due to an unanticipated increase in workload, the restoral date for Mr.’s November 5, 2019 trouble ticket was pushed out in order to provide accurate completion information to the customer. Frontier is taking the necessary steps to mitigate customer impact within the affected regions. Frontier issued credit for all reported time out of service. The credit will print in one or two billing cycles. Frontier attempted to reach Mr. by phone to advise of the above but was unsuccessful. Frontier left messages for Mr. that included direct contact information. Frontier advises that Mr.’s account is scheduled to disconnect at the end of his current billing cycle.
As stated with other complaints, when Frontier Communications (FC) took over our cable services in 2016, we have had the following issues: Freezing, loss of sound, scaling, slow motion, loss of viewing, challenge with changing the station channels, WI-FI is slow to open emails, and internet access.
We have made at least three (3) dozen calls to tech support, customer service and the corporate office, no one has been able to resolve our issues, not even the technicians. They have failed to admit, they simply do not no what they are doing. We keep getting a lot of apologies and promises but, the problem still remains. When the last three technicians came to our home, they refused to leave a service request of what they actually did, and allow us to sign as an acceptance. When I expressed my concerns regarding this, they simply stated, "We don't do that anymore, I don't know why, you'll have to call the office." How do we know this stranger we let into our home is actually employed by FC?
Every month we play our complete bill on time. I asked the Corporate Rep, why should I continue to pay my billing statement, when I haven't received 100% viewing services for since FC took over ***? They gave me a couple credits but, I expressed it's not about the credit, I just want to be able to view my programs and record my favorites shows without these challenges; it's really frustrating even to the point of pure discouragement because it has consumed so much of my time--that's why I'm filing this formal complaint, I can't fight this on my own anymore.
I need a resolution and assistance from the Revdex.com.
Sincerely~
Thank you for referring the complaint of Urania *** to our office for review. We appreciate bringing this matter to our attention.The Complaint states that:• Mrs. is experiencing freezing on TV screen and loss of sound. • In addition, issues with not being able to open emails. Frontier has investigated the above statements and offers the following response• After several unsuccessful attempts Mrs. returned our phone call and advised that she doesn’t want to receive any phone calls from Frontier anymore. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs. has experienced because of the above matter. Frontier Specialist: Kevin S Department: GM Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined their statement is totally false.I received two (2) messages from their tech support department immediately after I filed the claim. I called the Corporate Office and stated, "I want to talk with someone before a repairman comes out because, the repairmen have not been able to resolve the issues we've been having for the past three years." The Representative who answered the telephone stated, "Your complaint is being handled by Kevin, what's the best time to contact you?" We agreed to Tuesday, November 26, 2019 at 3:00 pm; Kevin never called. I contacted the Corporate office yesterday to find out why I have not been contacted, and the representative stated, "I am looking at the notes and your case has been closed." I stated, "This is the reason I have filed a complaint with the Revdex.com because this always happens, the case is closed before it's even resolved." This is when I stated, "I do not want Corporate to contact me, I will file a Class Action Law Suit." I thanked her, and hung up.It's unfortunate Frontier Communications has been so callus towards their customers. I feel like they are thieves; taking money and not giving their customers what we pay for. If it wasn't for us, they wouldn't be employed. On one occasion while speaking with one of their own tech support department, the representative stated, "We have thousands of calls and complaints about the same thing you're calling about, and it's sad because Frontier doesn't care," and they gave me the number to the Corporate office. Now, if one of their own employees feels like that, how do you think we, the customers feel.I have spent too many hours of frustration, disappointment and discouragement; I'm just tired. When they suggested I get an HDMI Cord; I did it. When they suggested I upgrade to HD Channels; I did it--it cost me more money but, I did it because we just want to be able to watch, and record our favorite programs without the freezing, scaling, loss of sound, black screen, and shut downs. Again, we pay our bill every month even though we are not, and have not received 100% viewing service since Frontier Communications took over *** Fios. Why? Because we are people of integrity.
Sincerely
Thank you for referring the complaint of Ms. to our office for review.
Frontier investigated the customer's concerns and found issues related to FiOS TV. Frontier has dispatched technicians to the customer's home to address the concerns.
Frontier spoke with Ms. and advised of credits issued to her account for her concerns. Frontier also provided direct contact information to the customer should she have further issues.
Frontier apologizes for any inconvenience the customer experienced as a result of her concerns and trust this information will assist you in closing this compliant.
Sandra P.
Frontier Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, unfortunately the issue has not been completely resolved, Frontier has been working with us to get this resolved, a technician was due to come 12/31/19, between 1-5pm, we received a text message at 5:49pm stating, "Due to an unexpected delay," the appointment had to be rescheduled. The appointment is now scheduled for 01/04/20 between 8am - 12pm.
Jim and Sandra have been so courteous, informative and accommodating with the ongoing process, hopefully, this will be resolved soon.
The case needs to stay opened until Frontier has completely resolved the issue.
Regards
Without a doubt, the WORST of all ISP/VOIP/TV services - and that's saying a lot!!
We were stuck with Frontier after they bought *** FIOS and after a while we left along with everyone else. Earlier this year they send a massive sales team around promising a new Frontier, that they'd learned their lesson and they gave their cell phone # as a customer service advocate.
The only reason I gave them another chance was because they'd just installed fiber optic cable in my neighborhood and were the only ones.
Still, it's been way more of a NIGHTMARE than any small benefit from fiber optic. RUN AS FAST AS YOU CAN AWAY FROM FRONTIER. As soon as I get other service set up, I'm going to cancel - it's worth the BS early termination fee to not have to deal with them any more!!
Service has not worked correctly since inception. Internet drops at least 10 times daily, several service calls to fix , drops again as soon as technician leaves. Has never worked since we have had service, gross over billing. I’m looking for a 60% refund of all monies spent with Frontier. They are blatantly ripping us off.
Thank you for referring the complaint of *** to our office for review. We appreciate your bringing this matter to our attention.On November 26, 2019, a trouble ticket was created for further troubleshooting and repair of the customer’s service. The customer’s request for a 60% refund of all monies has been denied, however a 3-month adjustment in the amount of $72.30. The internet portion of the customer’s service is $24.10 per month. Frontier advises that internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and Wi-Fi network interference. Actual connection and throughput speeds and uninterrupted use of the service are not guaranteed. This information is outlined in Frontier’s terms of service. We trust this information will assist you in closing this complaint. Thank you,Amara H.Executive Customer Relations
So their customer service was so bad after they bought *** I finally cancelled me cable with them, but since they had the monopoly on the internet where I live I had to keep them as the internet provider. So when I spoke to the representative and asked her the price of the internet she told me it was $63.12 a month, well my first payment wasn’t for another month and when it came time to pay them I couldn’t remember the exact amount so I just paid them $65 which I though was over payment and since they never sent me a bill I assumed I was good.. so a year goes by and I make the $65 payment 10 days early every month and a week ago I get a letter from them saying I owed them $111 but never said what it was for just that I was late.. so when I called them to find out how I owed them $111 when I was paying more than them bill and was always early they told me my actual bill was $65.12 and they were charging me $9 a month every month I didn’t pay that .12 cents.. and they never sent me one letter saying I was ever short the .12 cents until $111 in late fees racked up then that’s when I got the notice.. so I contacted them on *** and was told that my issue would be resolved and they were sorry for the misunderstanding.. so the acct rep emailed me and once I verified my info I get an email telling me to call the collections department and they would resolve my issue billy my paying the $111 .. so as you could imaging I was very upset. To male it 10 times worse before I could even get it resolved they shut off my internet yesterday on nov 9th exactly 6 days from the day I got the letter and spoke to a rep there and they were “supposed” to get it handled .. so here we are Sunday I have no internet , my security system runs off the internet so I can’t even keep my home secure now all because of .12 cents a month.. I have never in my life felt with such a heartless, don’t care about anything attitude company!! I want Frontier to waive the $9 a month they charged me for 12 months and I will pay the .12 cents times a year I owe them and I want my internet turned back on ASAP
Thank you for referring the complaint of *** to our office for review. We appreciate your bringing this matter to our attention.
On November 19, 2019, a review of the customer’s account determined on the November 19, 2018 billing statement the total due was $65.12. The customer remitted a payment in the amount of $65.00. The customer was then billed $9 per month for 12 months for the outstanding past due balance in the amount of .12. This issue also resulted in the customer's service being interrupted. The service was restored on November 11, 2019. Additionally, a credit in the amount of $113.19 ($9 x12 months plus tax) was applied to the account.
A Frontier representative contacted the customer and provided the above information. We apologize for the inconvenience. The customer has been provided with direct contact information in the event further assistance is needed as it relates to this issue.
We trust this information will assist you in closing this complaint.
Last July I opened a new account with Frontier internet service but when a technician came to set it up he found out the internet output is near to none (lack of fiber in the area). So I informed the problem to customer service the same day the tech arrived and asked to cancel my account. They said its understandable and will cancel all services. However a month later I got a bill for monthly charge ($51.25) from 7/16/19 to 8/15/19. So I called the customer service again to dispute the charge and they said they will close my account and I don't need to pay the bill because I didn't use the services at all (switched to spectrum the day after). A month later I receive the same bill of $51.25 but from 8/16/19 to 9/15/19 and I called the customer service again and they said they will fix it ( I got even confirmation number and case number /customer service ID number).
Fast forward I got the same bill of $51.25 for the dates of 9/16/19 to 10/15/19 and I call again asking why hasn't this been resolved yet. The representative states this is beyond her and will need a supervisor to approve the case number. After being put on hold for 30mins she comes back and says the supervisor has approved of removing the charge and told me to call back in 2-3 days to confirm that the case has been resolved. So after waiting 3 days I call back to confirm there is no more issue with my account. However the representative told me she couldn't find my account and after further digging told me that my account has gone to the collection company (Credit Protection Association) during the 2-3 days I waited so Frontier said it was out of their hands now. Now I have to talk with the collection company and take care of my credit score ( my credit score is almost 800)
I called up the collection company to explained the problem and they said if I wanted to dispute I could. After disputing the collection they said the company will follow up within 3 weeks.
I have had frontier for over 8 years now.. I have never had this many problems until now. I have called every month in the last two years at least twiced about how my service will go out . They never.. note my account that I called or prorate until a Tec comes out. It was never fixed. They changed the modem [new] 4 times... THE CUSTOMERS SERVICE agents tell me that I get left over internet and that is why it never stays on..[i am not stupid]. Another agent tells me its crowded [ everyday]. I use my phone tablet. I can't even look at recipes on look at ***. .. or color online... I call the tec comes out.. They say I am not sure why . change box.. meanwhile I am still paying the same as I have been for years 50.00.. for 6 mbps..I call and finally decide to cancel.. The customer service dept tells me ok, but I try to tell them I want better service. They said well u can cancel and open up a new account in a month... I said I dont want to cancel and get a new account.. Extra fees older woman living in a fixed income.. My daughter was gonna get a new plan for 18 mbps for 49.99.. She called set the whole thing up. They were gonna close my account on the 1st same day of installations. The tech calls apologize and said we dont have this for ur area.. .. So. quickly we called to cancel the termination on her account and explained the situation.. How ur customer service sold something to me that they didn't have... The customer service lady then said no we cant reverse this.. but can open a new account.. no extra charges and cheaper.. 38.99.. we were like yes.. finally. she said ok. I will send router and modem to address by 5th. of nov.. .. The 7th comes around. no box. . I called.. technical support didnt even have it in the system. my bill... new bill was 205.00 on email.. my old account still open... 54.99 was due. None of these charges were correct. The customer support lady also. said that once we call report problems.. My bill is prorated. I have never... recieved even a dollar off. It was off for 4 days. because the tech guy changed a password on my computer.. .. The tec came said... what would he do this for. I have asked for managers and one girl refused... She said no discount no manager. Ok back to modem. and bill.. the guy fixed .. closed out old account new account had 38.99. but no modem no router ... I look at my bill the next day 209.00 is in past due for new account... .. MY INTERNET TODAY.. IS STILL GOING IN AND OUT. my bill is still unresolved.. even though the guy said it would resolve it self.
Thank you for referring the complaint of *** to our office for review. We appreciate your bringing this matter to our attention.A review of the customer’s complaint determined the customer was advised she could get a faster speed if she started a new account. They assigned and disconnected her previous account .The customer was then advised she could not get any other speed and the technician left without working the order. The order completed. On November 25, 2019, further review of the customer’s account determined the customer received a bill for $38.99. This amount has been credited. The new account was linked to a recently disconnected account for another customer. Ms. does not know this customer or has no knowledge of why the account is linked. The account was disassociated on November 26, 2019. A Frontier representative contacted the customer and provided the above information. We apologize for the inconvenience. The customer has been provided with direct contact information in the event further assistance is needed as it relates to this issue. We trust this information will assist you in closing this complaint. Thank you,Amara H.Executive Customer Relations
I had Frontier wireless internet for a month, they said I could upgrade from 12-25 mbs at no additional charge. I asked specifically if there would be an additional technician installation fee for the upgrade. I was told "no, there will be no additional charge on your account". I agreed to the upgrade, technician came out, and then I was billed for an additional 75 dollar technician installation fee. I tried to correct the issue online and a Frontier representative via chat said yes there is a duplicate charge that should not be there, but she couldn't reverse it. Told to call customer service, I did, and they put in a credit request for an approval on my account. It is being denied on the basis that the original representative did not list in their notes that there would be no additional charge. Additionally, other representatives have told me that you have to bypass a screen that lists the additional technician fee before going through an upgrade. This means that I was purposely lied to about the costs of an upgrade and now am having to pay 75 dollars upfront additionally to my initial bill which brings it from 80 dollars to 146 dollars this month. I am also not even being offered any payment plan despite this issue being completely Frontier's fault for having a customer service representative lie to me AND her not fulfilling her job duties to type in all notes. I did everything on my end regarding asking questions on everything to be charged and I was lied to. This is only my second month with Frontier and I am already being lied to.
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 informed she could upgrade her Internet speed without additional charges and fees.
Ms. advises she was billed an additional $75.00 technician fee that she was not informed about.
Frontier has investigated the above statements and offers the following response:
Frontier advises that after review, the fee of $75.00 was removed on November 12, 2019. Frontier determined Ms. was not informed correctly about the charge.
Frontier spoke to Ms. and advised 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.
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
In October of 2013, I called Frontier to disconnect internet service. Frontier failed to do so, and continued charging me the monthly price long after I had moved. There was a mishap in my forwarding of mail through the USPS, but was remedied and by the time I received the bill, it was 2014 March. After many phone calls, they corrected their error and the final bill was paid; however, instead of crediting my account and closing it, they charged it off (where did the money go?). I believed that this issue was rectified honorably until this year, when the charge off showed up on a deep credit report for employment but never once showed up on the reports I pulled annually. I paid $208.66 AGAIN and asked for a receipt, the condescending woman in receivables told me that was not possible. Additionally, I have done business with Frontier since, with no mention of an "owed" amount or trouble. I have contacted the president of the company to no avail, filed a complaint with the Washington State Attorney General's Office, and now here.
Thank you for referring the complaint of Stephani *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
• Ms. states she had a prior account with Frontier in 2013. Ms. states she moved and disconnected her service on 10/10/13 however she continued to be billed for service.
• Ms. states the disconnect date was changed and she was provided an adjustment back to the date of disconnect and was provided a final invoice in the amount of $208.66 which she paid.
• Ms. states she has since done business with Frontier without incident however recently discovered that the payment for the old account was not applied and the account was “Charged off” in May 2014.
• Ms. states she contacted Frontier and paid the balance of $208.66 again and requested a receipt for payment which she states Frontier would not provide.
Frontier has investigated the above statements and offers the following response:
• Account records show a disconnect order for account number under *** was placed on 4/30/14 with an effective completion date of 10/19/13 and a credit of $204.68 was provided on 6/24/14, leaving a remaining balance due of $208.66
• There is no record of Frontier receiving a payment in the amount of $208.66 for this account in 2014 and the account was written off on 8/24/14. Ms. would need to provide Frontier proof that she made a payment at that time in order to open a payment investigation and research further.
• Frontier does show a payment of $208.66 was received on 10/29/19 which paid the account in full and Frontier collections mailed Ms. a letter on 11/5/19 providing confirmation that her account under .1 was paid in full.
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.
Sincerely,
Frontier Executive Customer Relations
On October 4th, 2019 I ordered internet service online. The website offered a special offer for $38.00/month and a free $100 visa gift card. I was told I had to be home between 11:00 am - 3:00 pm encase a technician needed to come in the house even though I ordered self install. Frontier then texted me the appointment date, 10-8-19 with the stated time above. I confirmed the appointment. They also emailed me my order number and that they would be sending me the equipment. They charged my credit card for $38.00.
On October 8th, 2019 at 1:44 pm Frontier texted me and told that one of their technicians was dispatched for my appointment, that they would contact me if necessary, and would update me as work begins. No one showed or called me.
On October 9th, 2019 I called Frontier to ask them what was going on. She told me that a technician had called me, which they hadn't, and that they couldn't install internet for me because there weren't any slots left. I asked why couldn't I have the slot that the previous tenant had used. I was told it didn't work that way, that they had to have so much broad brand width. I told them to cancel my order. She asked me if I wanted to wait, but couldn't tell me how long it would be until I would receive internet service. I said no. I had forgotten to ask about the $38.00 they had charged me so I called them back. Got a different customer service rep and she told me that I didn't need to be home between 11 - 3 because I had chosen self install and that it would take 30 PLUS days to refund me my money.
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 Frontier could not install her service and has not refunded her deposit. Frontier has investigated the above statements and offers the following response:
Frontier returned Ms.’s deposit on November 12, 2019.
Frontier advises that Internet service from Frontier is not available at Ms.’s location at this time. Frontier spoke with Ms. on November 20, 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear
They would not compensate me for my wasted time, or for holding for my money, for a service they could not provide. If you go on their website you can input your address and zip code for availability. They "check for availability" and then say that it's available when its not, again taking your money, setting up an appointment to wait for a tech (when its not needed for self install). When you call the customer service they want you to wait for an undetermined amount of time for a line to free up. In my opinion this is false advertisement and they have not changed their business practice since I've brought it to your attention.
Regards
Frontier has been billing us incorrectly since August of 2019. We've spent over 15 hours on the phone with their customer service, retention and corporate office and had no resolution. Frontier admits the billing issue is their problem but keep sending the erroneous billing every month and have sent us to collections at one point and shut off services including the phone line connected to our house alarm leaving us exposed to potential property loss or damage.
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises they have a billing discrepancy with Frontier and should only be billed $145.67 monthly Frontier has investigated the above statements and offers the following response:
Frontier advises due to a system issue Ms.’s was advised of the incorrect price for her package.
Frontier advises we have agreed to match the pricing for three months. Ms. would then have a choice to stay with Frontier at the correct rate or cancel service with no penalty.
Frontier spoke to Ms. on November 14, 2019 and advised of the above statements.
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 13953041, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***We reject Frontiers offer due to the fact Frontier caused the incorrect billing since July 2019. Over 15 hours of calls have been logged in by myself and my wife on 8 different occasions. Frontier shut off service without due cause and our account went into collections. This all started with a simple phone call to add a $5 service for 12 months to increase the internet speed to 200 mbps.
Frontier has agreed they completely mishandled our account and are using the recorded phone calls for training purposes. We’ve been a customer since 1996 and will not settle for anything short of financial compensation at a rate of $125 per hour for our time multiplied by 15 hours. This totals to $1,875.00. The next step will be to file a claim in ***.
Best,
*** M.
Thank you for referring the complaint rebuttal of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Rebuttal states that:
Mr. advises they have a billing discrepancy with Frontier and should only be billed $145.67 monthly. Mr. advises he wants financial compensation for from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises due to a system issue Ms.’s was advised of the incorrect price for her package.
Frontier advises we have agreed to match the pricing for three months. Ms. would then have a choice to stay with Frontier at the correct rate or cancel service with no penalty.
Frontier advises under Tariff, we are responsible for service outage credits, based on the customer’s daily rate of service that is not functioning. Frontier is not liable for any other compensation. We therefore must respectfully deny Mr.’s request for compensation.
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution. 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.
Hello,
I cancelled Frontier service on April 13th. They say their computer entered April 17th as the cancellation date. First, if I don't have the service being charged for then isn't that when it's cancelled. They even confirmed when I called to cancel "I see your phone is already switched to ***".
In May I got a bill for all of April. I called and they said they bill the full month and I should pay it and that I would receive a check for the balance of the unused service. She said it could take 90 days to get the refund. That seemed unreasonable but I thought what can I do.
So today I finally remember I haven't seen a check so I call them. She says today that it's stated on the bill that you prepay the entire month and non is refundable on a cancellation. Since I have ebilling, I don't have a copy and my ability to log in to see past bills has been terminated. Despite that when I called today she was able to look up my account.
In May I checked into this policy and saw nothing in writing on their site about cancellation and no refunds for unused service.
How is it in their right or legal to charge for unused services?
Thank you
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:
As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle.
Frontier advises that prior to termination, Ms. was billed and thus incurred charges through the end of her billing cycle.
Frontier advises that Ms.’s account bill cycle was on the 17th of each month and her phone number was ported out to another provider on April’s 20, 2019.
Frontier spoke to Mr. on December 3, 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 have determined that this does not resolve my complaint. If Frontier Communications' policies are as described in their response to me, how is it possible that when I called in May/June 2019 I was told to pay the bill in full and would be refunded the balance in up to 90 days? Why wasn't I told this policy during that call? Despite having a recording of the call, I was told by corporate on 12/3/2019 that it doesn't matter what I was told, the policy is as it is claimed to be. Being misled and lied to by a company representative remains an issue to me and is fraud in my book. I was lied to and waited 3 months expecting a refund. I'm leaving this complaint unresolved to allow other consumers to be aware of how Frontier Communications carries out their business. They will have their representatives tell the consumer whatever is necessary to end the complaint call as quickly as possible.
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. is disputing a bill for service from Frontier. Frontier has investigated the above statements and offers the following response:
As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle.
Frontier advises that prior to termination, Ms. was billed and thus incurred charges through the end of her billing cycle.
Frontier advises that Ms.’s account bill cycle was on the 17th of each month and her phone number was ported out to another provider on April’s 20, 2019.
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
Frontier provided the above information to Mr. via email on December 12, 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.
On August 21, 2019 I had switch my service over to *** as Frontier increase my monthly charge three times that I had called in. The first day I had called Frontier when I completed the paperwork to switch of the account to my information from the previous owner the quoted me a certain amount of approximately $120.00, as I am not able to recall the exact amount. I had to call back Frontier a few days later and checked to see what the monthly charge would be and the service rep advised me of an amount more than $120.00. When I asked why the increase I was advised because the tax was not included. I decided that I would call back a few days later just to see if the next person I spoke to would give me the same quote and of course it was more than the second time I called and the explanation was they calculated the tax wrong. Due to Frontier not able to provide me a quote without increasing the rate every time I called I switched to ***.
A couple of weeks later I received a bill dated July 22, 2019 for date of service July 22, 20019 to August 21, 2019. On August 21, 2019 I had switched my service to ***. I paid the bill of $385.10 which is completely over charged and not the amount that was quoted to me. On my next bill dated August 22, 2019 for date of service August 22, 2019 to September 22, 2019 I call Frontier and spoke with a service representative that advised me to disregard the bill as it was sent out the same time as I had cancelled my service with them on August 21, 2019. On October 2. 2019 I received another bill dated September 22, 2019 for date of service September 22, 2019 to October 21, 2019 and also for a early termination fee for a total of $1187.63. On October 2, 2019 I call frontier and spoke to a service representative by the name of Caleb. I explained to him that I did not even have service with them from September to October as I canceled service with them on August 21, 2019 but yet they billed $870.97 for one month. He advised me that there system does not know that until a few months after the cancellation and to not worry about it. I question the early termination fee of $840.63. Caleb advised that per there notes on file the service representative had advised me of the early termination fee. He also advised me that I signed a two year contract that I never signed. I advised Caleb that I was never advised of that and that I requested the call to be listen to. While I was on the phone with him waiting for the call to be reviewed Caleb advised me that he didn't understand why it was taking too long and that he would call me back after his supervisor listens to the call. I never received a call back from Caleb. On October 17, 2019 I called back and spoke with Marsha and I went over the whole situation again. She advised that she does not see any records of a request was sent to have the call reviewed. I explained to Marsha that an early termination fee was never advised to me and charging $840.63 is outrageous. I also advised that I was billed for a month that I didn't even have service with them. Marsha apologize and advised that she will request for the call to be reviewed completely disregarding the fact that I was billed an outrageous amount for an early termination fee and was never advised of it and also for a month of service that I never had service with them. She advised me that she will call me back once she has everything reviewed. It is now November 8, 2019 and I have yet received a call from anyone at Frontier.
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 he has a billing dispute with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advised Ms. that we are able to waive the early termination charges if she chooses to reinstate her service with Frontier to complete the term commitment made on July 2, 2019. Ms. declined the offer.
Frontier advised Ms. on December 16, 2019 that we are sustaining the early termination charges billed. It is based on the term commitment made with her on July 2, 2019. Ms.’s plan was providing discounts due to the commitment.
Frontier advised Ms. that applicable credit has been issued on her account.
Frontier left a message on December 18, 2019 to advise of the credit applied to their account for the services billing dispute. Frontier has provided our direct contact information to Ms..
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 was contacted by Lisa at Frontier and was advised that the matter would be looked into and was also advised that I would be provided with an update every three to four days even if there was no change. As previously, before my complaint I had been advised that I would receive phone calls and never did. The same happened again with the handle of my complaint. I never received any updates as I was advised I would get every three to four days. I finally about two weeks later a voicemail that my complaint was still be looked into.
When I finally received a phone call on Monday December 16th to discuss the matter I was advised that the early termination fee would be not removed. I was advised that the only way I could remove the early termination fee was to go back to Frontier to complete my term. Why would I go back to Frontier after horrible customer services and not one person can keep there word as what they would do. I told Frontier that I would not go back to them as I left them because of there poor service and that they are a horrible company to deal with. I have been with *** and I have not had any issues with them and my bill has not increased every month. Frontier advised that I had a verbal contract. I never signed a contract with Frontier and Frontier is fully aware that a contract was never signed by me.
Two days later on December 18th I received an voicemail from Lisa at Frontier that after reviewing my file with a fine tooth comb she found two places to give me money back. Did she not review it carefully the first time? I don't understand how one day Lisa advised that there is nothing they can do but the only way to remove the early termination fee is for me to go back to Frontier and two days later after reviewing my file with a fine tooth comb she found two places that she can give me money back.
I never signed a contract with Frontier and they have no documentation of me signing a contract because there was no contract. I do not owe this early termination fee. There customer service and there attempt to extremely over bill there customer in hopes that they will just pay is not acceptable business practice.
Please put in writing to me what credits they were able to miraculously find two days after I was told that they could not do anything except that I would need to go back to them to remove the early termination fee.
I am expecting my early termination fee to be zeroed out.
Regards
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 has a billing dispute with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advised Ms. that we are able to waive the early termination charges if she chooses to reinstate her service with Frontier to complete the term commitment made on July 2, 2019. Ms. declined the offer.
Frontier advised Ms. that we are sustaining the early termination charges billed. It is based on the term commitment made with her on July 2, 2019. Ms.’s plan was providing discounts due to the commitment.
Frontier advised Ms. that applicable credit has been issued on her account.
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution. Frontier spoke with Ms. on January 2, 2020 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter
I paid $75 for installion of wifi. But we have to move to a different house after a month which is in the same neighborhood. I called Frontier and I was told there's a $25 fee for moving so I complied. But then my bill came and they're charging me $75 instead of $25. I called to find out, was on the phone for a long time. I was told it was because the technician had to come to our place to install. Here's what happened:
They came to install, put the router in the pantry. They left, we came home wifi wasn't working as promised (I'm paying for a good amount of speed). So we called and was on the phone for 2 hours, they did a test run remotely and they said the router was placed in a wrong place. So they said they're going to send a technician to fix it. They never mentioned we have to pay. Another technician came, all he did was gave my husband a cord to move the router. The technician DID NOT even do anything. He simply handed the cable/wire. I called for the billing and I was told they will just forward my message because its the engineering department that handles it. I asked for a number they said we won't be able to contact them but that they will send the message. It is now Friday, they said we will hear from someone at Frontier, it's been 5 business days and still nothing. They charged me $75 extra, I had to pay because they said if I don't Ill be charged penalty. Please help. No one from Frontier is helping us.
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 she signed up for Frontier services and paid $75.00 in installation fees. Ms. states that a month later she contacted Frontier to transfer the service to her new address and was quoted a $25.00 fee for the transfer, however instead she was charged another $75.00 in installation.
Frontier has investigated the above statements and offers the following response:
· Frontier records show that when Ms. contacted Frontier to request transfer of service, the agent quoted her tariffed phone connection fees on an internet only account in the amount of $25.00.
· Frontier advises that in the event of service installation, a $75.00 installation fee will be applied, however in this instance Frontier has agreed to waive the fee.
· Frontier advises that as Ms. has already paid her 10/22/2019 bill in full, she will see a $75.00 credit applied to her 11/22/2019 bill for the second installation fee charged.
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.
Summary: I first signed up for Frontier’s Internet service the first week of June, 2019. I couldn’t get a service start date that worked for me, so I canceled the service. My order was canceled, but I continued to receive bills. I have tried to address this several times, but Fronteir has failed to do what they said they would: clear the balance and close the account.
Full story:
I tried to sign up for Frontier’s internet service on the first week of June, 2019. Unfortunately, after long phone calls with tech support, Frontier could not schedule a service start time that worked for me. Frontier sent me a text message June 6th, 2019 reading:
“FRONTIER: Reminder - we'll be installing your service on 06/07/2019 01:00 PM - 05:00 PM. As a reminder, someone 18 or over will need to be present. Need to reschedule or cancel? Reply CHANGE or CANCEL.”
I replied, “CANCEL,” and received the following message back:
“FRONTIER: OK, We are sorry to hear that but we have canceled your order. Please call *** if you would like to reschedule. Thank You.”
In doubt that my order was actually canceled, I contacted Frontier and was told everything was fine.
A while later, I received my first bill. This was confusing to me because I had both confirmation of a cancelation from an automated system and a person.
I called Frontier, I believe the date was June 27th, and spoke to a customer service representative. The representative tried looking up my account in more than one way. In this call, I provided my name, phone number, account number, street address, last four digits of my social security, and birthdate. None of these details was able to recall an account with Frontier. I was told that I didn’t have an account or a balance. When I asked why I received a bill, it was explained that the first bill was likely just generated and sent to printing before the cancelation went through. This all sounded fine, I said thank you, goodbye, and hung up.
On August 8th, 2019, after receiving another bill, I called Frontier and spoke to a customer service rep named Max. I explained my situation, that I did not have service, that was told that I didn’t have an account, ect. Max said this would be dealt with, the account will be closed, and my balance cleared.
Max provided the following confirmation numbers:
Disconnection confirmation*** Billing dispute: *** I was assured this was taken care of and that it required no follow-up on my behalf.
After receiving another bill, I mailed Frontier a letter, which was confirmed received when they called me back on September 5th, 2019. Somehow, my point didn’t get through.
I received another bill.
Sunday August 3rd, I called again. Max, evidently, placed my dispute incorrectly and it wasn’t processed. I was told I needed to contact the collections department, which was closed until Monday.
I called Tuesday.
I was transferred to billing, then to customer service, than to collections, and back to customer service again. A day ruiner at best.
For some reason, my balance is now so high that the rep can’t do anything about it and it had to be sent to adjustments. Along with that, I was informed $0.50 wouldn’t be refunded in the end because a waiver for a disconnect fee wasn’t done correctly. The horror.
I have never had Frontier’s Internet service. I would like my account closed and my balance cleared. In full. I have little faith they will do this, given my experience so far.
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
Mr. states they first requested Frontier internet service during the first week of June 2019. Mr. stated they could not work out a convenient day for install, as a result they canceled the service request confirmation: ***. Mr. states that they were billed by Frontier, and while trying to get this resolved they have been advised the account would be closed and the balance of $144.21 waived, dispute: *** but, that Frontier has not done that. Frontier has investigated the above statements and offers the following response:
Frontier records show that Mr. only had one installation order that never went to the field, Mr. should not have received any text messages from Frontier as there was no field schedule on the order. Frontier records show that Mr. did contact Frontier on 6/08/19 to attempt to get service working, although we are unable to confirm weather or not service was activated on this call as the recording did not contain the end of the call. Frontier records show that there was a dispute for the amount of $144.21 placed, although it was not approved due to internal technical issues. Frontier has decided to waive this balance as a courtesy based on customer diligence to resolve account issues and no record of services rendered. At this time account number 2*** is closed and reflects a zero balance. Credit agencies will be updated accordingly. 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.