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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We have had Frontier/*** since we moved to Florida 5 years ago. This year our internet stopped working so we called costumer service. They could not fix the issue over the phone so they said they will send a new router. 3 weeks later the new router is not here yet so I call again. In the meantime my kids and myself are without internet and we all have school and homework. I call again, they tell me the router was never sent , they sent a box instead..not sure why. They reassure me they will send a router. One week later the router is still not here so I call to disconnect the service an let them know we will not pay for the month while we did not have any internet or a new router. I cancel the service, costumer rep hangs up on me while still on the call.... and they send me a new bill a few weeks later. I call them again and they tell me the service was not cancelled but they will investigate the matter and do a "de-escalation" process by reviewing the phone calls in the previous few weeks. They reassure me they will call within 2 weeks once it is complete. I re-confirm that the service is cancelled, write down confirmation code just in case. I never received a phone call regarding the "de-escalation" or the refund for the last month and the inconvenience. Not have I received a box to return their equipment. ...And again this week I receive yet another bill and a collection warning. I want the company to apologize for the stress, and the inconvenience and I do not ever want to received another bill or collection notice again!!
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. is disputing her billing for service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier issued credits for time billed that service was not working.
Frontier found Ms. was billed for a router in error and has removed this fee.
Frontier communicated the above information with Ms. by email on December 4, 2019.
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.
Frontier has told me they are coming out and never show up. The times they have shown up they sent out the wrong crew. When I call to complain I have been hung up on and the issue is never resolved. I called to have my service transferred to a new address weeks ago and they still haven’t completed it. When I call they tell me they don’t know what I’m talking about and can’t find it l. Eventual I called the near by location and they were able to find my service order however frontier continues to not show up I have wasted 3 different days off work this week for them to show up and they haven’t. The one guy who showed up couldn’t compete his task and put a large hole in my stucco. Their liability insurance *** has yet to reach out to me.
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
In the complaint Mr. expressed concern regarding missed appointments, sending out the wrong crew, and unprofessional customer service. There was a large hole made in his stucco and the liability insurance (***) has not reached out to him.
Our records indicate Mr.’s service was successfully transferred but there were delays. On November 4, 2019 there was drop request submitted because there was not one at the premise. The terminal is in front of the neighbor’s house, but a temporary line could not be added to this terminal. The drop was completed on November 7, 2019.
It was later confirmed, on November 7, 2019; the drop was a bad drop and the request was resubmitted to the drop vendor. The service order was allocated to be worked on November11, 2019 and the date of completion also shows November 11, 2019.
Our records indicate credit was issued on November 11, 2019 and will be reflected on the November 19, 2019 billing statement in the amount of $58.40.
On November 19, 2019, Mr. confirmed working service at his new address. He also confirmed he now has a claim number from ***. At this time, the customer has no further issues for Frontier to address, except for reporting the multiple representatives that were unprofessional and left him on extensive hold. Due to unresolved issues he had to call day after day and when requesting a supervisor, they failed to produce one on the line. Mr. was advised the calls can be retrieved and the representative behaviors reported. However, the outcome of the reports will remain internal.
We again apologize for the inconvenience and difficulty Mr. experienced in getting his service transferred. Should Mr. wish to discuss this matter further, I can be reached at EXT 111-3143.
Sincerely,
Felicia T
Executive Customer Relations
EXT 111-3143
FRONTIER COMMUNICATIONS
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.Does not address the fact that I was hung up on multiple times. Also was told they don’t have any records of my request only to call back and have someone else find it. Got to the point where I called one of their physical locations for all of the info because their lack of service. The service transfer was requested on 10/31. The credit given by frontier was standard for the amount of time we were not in service. After getting hung up on multiple times or told their was no service request in their system I decided to let my Girlfriend handle the matter. She dealt with the same scenario and spent multiple hours on different occasions trying to get it resolved, frontier will have all of this in their records. My girlfriend was told they were going to review all of the calls and the time we spent on the phone and issue a credit based on that. No credit will make up for the days I missed work due to frontiers poor communication and not showing up. Monday Nov 4th frontier sent out a tech when we explained over the phone they needed to run their lines. I am a contractor and understand frontier uses a 3rd party vendor for this and they should have been contacted when we called. The tech showed up Monday morning and stated “what am I here for you need your fiber run.” Which is what I was expecting to be done as I stayed home waiting. The 3rd party vendor showed up on Wednesday Nov6th without calling. I pulled into my house and they were on my property almost finished with their initial drop. It is not their fault for not calling as the techs frontier sent out stated they had my contact number as which is my landline that would not be working until the hooked up my service. The tech who hooked everything up was great. It’s sad that every tech they sent out states how they know frontiers costumer service is horrible but once you get it hooked up you won’t have to deal with them anymore, or “a little training would go along way with this company.” Or “Ever since it switched from *** things have really changed.” Frontier is the only tv provider in my new area that gets service, I would have canceled if not so. Their costumer service is beyond horrible and they specialize in giving you the run around and wasting everyone’s time.Regards
REBUTTAL
RESPONSE:Mr. expressed concern regarding the original response not
addressing the fact he was hung up on multiples. He also stated he and his girlfriend
exhausted hours of time holding or seeking assistance with Frontier Customer
Service. He dealt with delays and missed
appointments. Finally, he stated his girlfriend was informed they would be
credited based on time spent on the phone after all calls were reviewed. We sincerely apologize for the difficulties and delays, multiple calls
and extensive holds the customer experienced. It is imperative to note an apology has been extended for the experience
Mr. endured. Frontier addresses
all complaints against their employers internally. There is no disclosure of action taken in
matters of this kind.Mr. indicated he was informed calls would be listened to and
credit would be based on the length of time of the calls. This information is inaccurate and is not in
alignment with the credit adjustment process Frontier follows. Frontier has credited the account based on
charges billed in the absence of service, missed appointments, and for
services/products not received. Frontier does not compensate for loss of wages, or loss of time and we
apologize for any misleading statement disclosed to Mr.. The account has been credited $58.40 for the
time he has was without service. As a
courtesy, the customer has been issued an additional credit of $25.00. We sincerely apologize for the inconvenience this matter has caused.Sincerely,Felicia TExecutive Customer RelationsEXT 111-3143FRONTIER
COMMUNICATIONS
My name is ***, I live at ***. Frontier Communications determined there were deteriorating underground splices in our area. On May 24, 2019, they dug a large hole, partially in the easement and partially on my property. In Charlotte county, utilities are required to pull a no cost permit prior to excavating in the easement, however that never happened. They excavation crew actually parked their digging equipment in my driveway for part of the excavation without asking for permission.
The hole was open for over three weeks as they occasionally showed up to work on it. Eventually they completed the work the end of June and filled the hole in. During this time, they were pounding metal stakes in 3” from my driveway making it extremely difficult to back in my drive after dark. After the hole was filled, we had heavy rains that washed the loose soil into the county maintained drainage swale, away from the roadway and yards. The contour of the washed out ground now prevents us from even being able to mow the area if we had grass there to mow.
On July 2nd the sod crew showed up and place Floratam sod over the area without any consideration to the washout from the heavy rains. They did a terrible job, our drainage is now nonexistent, the sod was never watered, ergo it died. Floratam does not recover after it has died. The original grass was bahia and should have been replaced with the same.
Frontier Communications is responsible for doing extensive damage to 420 sq ft my lawn and I will be glad to send you pictures to illustrate the extent of the situation. I would be happy to have someone from Frontier come out and just look at the extent of the damage and make appropriate repairs, however they make it extremely difficult to contact them (even though they are a communications company). Since that time they came back and dug up a neighbors yard, ran short of sod three weeks ago and never came back to complete the job.
***, s***@***.com
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises Frontier that we have damaged his property Frontier has investigated the above statements and offers the following response:
Frontier spoke with Mr. on November 18, 2019 and confirmed he has the number and claim number with our insurance provider.
Mr. advised he is currently waiting for the process to begin.
Mr. has direct contact to this office as an additional contact.
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 cancelled my Frontier services in May as I switched to *** After I cancelled for some reason they kept billing me. So I call them and they then say they see my call log and that I tried to cancel but the representative for some reason never setn the cancel order through! So they then fixed it apparently and cancelled it in June at some point and credited me back on my card for the charge that they shouldn't have charged me. After that they decided to send me to collections for a billing of $54.99 which was not even my regular bill cost from before but higher. Collections is sitting here trying to collect from me on a bill that I DO NOT OWE and I was credited back because frontier does not know how to properly bill people.
Account Number:
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that he was billed by Frontier for service after having cancelled his account. Mr. advises that he needs to stop receiving bills, and his account needs to be credited in full. Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr. called Frontier on May 17, 2019 to request cancellation of his internet service, but the disconnect order was not processed. As a result, the customer was billed for another month of service in error, and the account was then closed on June 17, 2019.
Frontier advises that Mr.’s account has been credited in full and is currently at a zero balance.
Frontier spoke with Mr. on November 21, 2019 and advised him of the above information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
I cancelled service when I moved out of state and Frontier didn't provide service at my new location. I gave Frontier the new address so they could mail me a box to return the old equipment (a router). I did not get any posts from them, and then got a letter (sent to my old address, forwarded by USPS to my new address) that my account was being sent to collections. The letter arrived after they had already sent the account to collections.
They never attempted to contact me, and just sent the account to collections, hurting my credit. As a company, their communication to me was never good when the service was down, but this is just wrong.
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 he disconnected his Frontier service when he moved to an area that Frontier did not service and provided his mailing address so that he could return his modem.
Mr. further states that he did not receive the box to return the modem but received a collection letter that had been forwarded by the United States Postal service.
Frontier has investigated the above statements and offers the following response: Frontier advises that upon termination of service it is the customer’s responsibility to return the equipment owned by Frontier.
Frontier advises that Mr. has returned the equipment to Frontier and an adjustment has been applied to cover the equipment charges. In addition, Mr. had made a payment for the equipment charges for $110.40 leaving Mr. with a credit balance on his account for $110.40. A refund has been generated to Mr. and he should receive it 7-10 business days.
A Frontier representative spoke with Mr. on November 8, 2019 and he has been provided direct contact information should there be any further questions or concerns.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
I pay for 2 cable boxes and a modem. I have not been able to use both of the boxes for over a month now. I called Frontier about 5 times and was told on 5 different occasions I needed an "ethernet cable" which I purchased for $10 on my own because they refused to send me a new box or a cable. Finally, when I received the cable in the mail, it was the wrong one. I found out on my own that we needed a DATA cable not an ETHERNET cable (two completely different cables). Again, I purchase ANOTHER cable, received it, and ONE of our cable boxes began to work. I called Frontier AGAIN and they talked me through hooking up our cable box that wasn't working and a big "X" showed on the screen. They told me my box was not functioning and they had to send me another box. Well, very long story short. We received that box, tried to activate it with the assistance of frontier via telephone and again, they told me I needed an ethernet cord. After about an hour they decided they needed to send a technician out and CHARGE ME $75.00 for their mistake. When the tech came to my house he discovered that Frontier sent me the WRONG BOX. The tech found the RIGHT BOX in his vehicle, installed it, and left. We now do not have the first 30 channels on one of our televisions. It has been a complete nightmare with Frontier.
Frontier Communications
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 has a billing discrepancy with Frontier.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Ms. had several promotions that expired. Frontier advises that promotion beginning date and end date can be found displayed on the Frontier bills.
· Frontier advises all appropriate adjustments were issued. Frontier advises that we have reviewed the bills and we were unable to find a charge of $75.00 that Ms. is disputing.
· Frontier has scheduled a follow up to review the next bill to ensure bill accuracy.
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.
Frontier Specialist: Richard V Department: Executive Relations
On July 11, 2019, I cancelled my internet service with Frontier Communications. I then received notice that I was responsible for paying for service from 7/7-8/6/2019 in the amount of $56.39. Although I no longer had the service in July, the company still charged me for the service. I disputed the charge with my credit card company, Citibank, and in September it appeared that Frontier would waive the charge and *** marked the dispute as resolved. However, I received a letter on November 6, 2019, that I am back due on charges from the 7/7-8/6/2019. This appears to be a case of fraud where a cable company can charge for service even if the service has been cancelled and is not available.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he was charged after he terminated Frontier services. Frontier has investigated the above statements and offers the following response:
Frontier advises 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. Services will be available through the end of the billing cycle for which you have been billed in advance.
Frontier spoke with Mr. and advised him of the above information.
Frontier has provided direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
I switched to new phone service on Oct. 8th. When I got my final bill it was 265.00 dollars. I figured it should be 50.00 or less. When I called they told me I signed up forother services. I asked when and wanted a copy they did not send me one that tells me there isn’t one. They also set me u on paperless statements and I did not authorizes that to be done. When I went on line to pull up my account it says it doesn’t exist. When I called about that they told me it is on my end I can get into all of my other accounts it is them they have blocked my account.I called again to get a statement and have not received that either. I have no way of aging this bill without a statement and then they told me I would be the one to pay the late fees. They provide poor customer service they need to train there employees.
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 switched to a new telephone provider on October 8, 2019 and received a final bill for $256.00.
Ms. believes her bill should be under $50.00.
Ms. further states that she has requested a copy of the bill and has not received it.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. ported out her service to another provider effective October 9, 2019.
Frontier advises that a final bill generated on October 16, 2019 for $265.15, $200.00 of which is an early termination fee for cancelling service prior to the end of the term.
Frontier spoke with Ms. on November 21, 2019 and advised of the above as well as mailed out a bill copy to Ms.. Ms. has been provided direct contact information should she have any further questions or concernWe 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.
Thank you for referring the rebuttal of *** to our office for review. We appreciate her bringing this matter to our attention.The rebuttal states that:Ms. states that she has been provided a statement from Frontier but it still does not show that she was under a contract. Ms. states she has paid her bill in full because her credit is important to her. Frontier has investigated the above statements and offers the following response:Frontier advises that Ms. ported out her service to another provider effective October 9, 2019. Frontier advises that a final bill generated on October 16, 2019 for $265.15, $200.00 of which is an early termination fee for cancelling service prior to the end of the term.Frontier spoke with Ms. on December 23, 2019 and advised that Frontier’s position has not changed however, Frontier has printed two different bills from 2019 and highlighted in yellow where it showed Ms. she was in a term agreement. In addition, Frontier highlighted the portion of the bill advising of automatic renewal and of the Early Termination fee. 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.
We have broadband internet with Frontier and have experienced numerous outages without receiving any credit for the weeks and most recently month missed. They are stealing our money as we're paying for a service that we are not receiving. We have had to increase our cell phone data to rely on hot spot for internet connection. Thus we are paying double for internet. I work from home so internet is a must and I constantly am having to leave to find a location that has secure wifi (I need to follow HIPPA regulations). Frontier is a scam and I'm not going to put up with them stealing our money
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises she is requesting credit for numerous internet service outages. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued a courtesy adjustment.
Frontier advises that service outages can be due to many factors. Some outages affect multiple locations and others are related to individual locations or services. Frontier must be advised of any service outages and allowed the opportunity to address and resolve the interruptions before any adjustments can be applied for time out of service. Frontier advised Ms. of the above information.
Frontier 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.
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. Yes, Frontier credited the cancellation fee, but did not reimburse us for the weeks we paid for service that we didn't receive. Their statement that they issued a courtesy adjustment is only partially accurate.Regards
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises she is requesting out of service credit. Frontier has investigated the above statements and offers the following response:
Frontier advised Ms. that Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
Frontier advises we have no record of a service outage reported.
Frontier reviewed archived files and found no service outage reported.
Frontier advises as a courtesy we adjusted the balance due of the $9.99 and the final balance is now .00.
Frontier advises that service outages can be due to many factors. Some outages affect multiple locations and others are related to individual locations or services. Frontier must be advised of any service outages and allowed the opportunity to address and resolve the interruptions before any adjustments can be applied for time out of service
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.
This company has horrible customer service. They’ve been charging me a no list fee for a phone number that I never requested or authorized. This fee has gone from $4.25 to $6 in the past year and since I never requested to have my number not listed I never thought to check to see if I was being charged and according to a supervisor named Jason they can’t offer a refund of any kind. Even after I removed the phone service all together they still tried to leave the no list charge and I had to call again. Very shady business practice with fraudulent charges
I called Frontier to inquire about of their packages that they have advertised on their internet site. I just wanted to find out how much the instillation fee and set-up fee would be. They told me they would have to run a credit report before they could tell me the set-up fee. I spoke with a manager, John, who was not pleasant and could not tell me the cost. If a company cannot tell you basic set-up fees without running a credit check, that is not a company I want to work with. There should be one fee and not a fee based on your credit rating. Why would the cost change? Not acceptable at all.
I have been without internet (the WAN is down) since Thursday, October 31, 2019 at 12:37AM. After not being able to resolve the problem on Friday, November 1, 2019, and having to wait until Monday, November 4, 2019, between 8AM and 12PM for a technician to show up. Then when no one came during the scheduled time or within 2 hours of that scheduled time, I discover that my technician was "on site" (they weren't), called my friend (they did not), called me (they did not), and corrected the issue (I still don't have internet at 9:02AM). Then I'm told all appointments are full until Wednesday at 8AM-12PM, when it was not MY fault for the technician to not show up. It should have been corrected immediately on Monday (actually, it should have been able to be fixed Friday), or at the latest at 8AM. Now, I'm really just hoping that someone comes and fixes my internet on Wednessay. I was also hung up on while with tech support. I was on the phone for over 2 hours and still nothing.
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. advises that her Internet was out of service since October 31, 2019.
Ms. advises she spent hours with Frontier trying to resolve Internet outage and the technician missed her appointment.
Frontier has investigated the above statements and offers the following response:
Frontier advises two tickets were issued on November 1, 2019 and November 4, 2019. Frontier dispatched a field technician on November 6, 2019 and repaired a bad cable pair.
Frontier apologizes for the missed commitment experienced by Ms. Schoen. Frontier applied a credit adjustment for one month of Internet service to Ms. Schoen’s account for the time out of service and a missed commitment credit.
Please allow 1 to 2 bill cycles for the credits.
Frontier does not reimburse or compensate for personal expenses or claims.
Frontier is working on opportunities to alleviate customer frustration related to customer support and technical service.
Frontier attempted to speak to Ms. but was unsuccessful. Frontier communicated information via email and provided 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.
I was having trouble getting email on my *** mail app. I contacted Frontier tech support on Sept. 14, 2019. The technician spent 2 hours trying to help me and he made it worse! I could not receive or send emails. At least before I could at least send. He also made all my emails in the in box, trash box and draft box disappear. He said his supervisors were bugging him to stop helping me because he had been helping me too long already. I begged him to put things back the way he found them so I would have my emails back in the boxes. He would not because his supervisors were hounding him to cut me off. I have been in contact with other tech support people, including "Kara" on Oct. 22, who said she would call me back, she has not. And "Jack" on Oct 28th who has not called me back. "Jack"'s # is . Frontier advertises they provide tech support 24 hours a day, 7 days a week. I think this is false advertising and poor customer service when they don't call back or when they make the problem worse.
Frontier Communications
Date Received :11/6/19 Date Closed:11/20/19
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
The customer states that she is having issues setting up her *** email application. The customer states that she has been working with tech support but has not yet resolved her concern. Frontier has investigated the above statements and offers the following response:
Frontier has spoken with Ms. and confirmed the Internet is active.
Frontier reports that Technical Support has attempted to work with Ms. to resolve her *** and *** email compatibility issue as a courtesy.
Frontier technical support reports that this is not an issue with Frontier’s internet service. The issue is with the *** Mac mail program's compatibility with ***'s pop3 server. This is a customer equipment issue.
Frontier regrets any inconvenience the customer may have experienced.
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: Jack A Department: Consumer Relations
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 still don't have my emails that THEY got rid of. They need to undo the damage they caused and get my emails back.
Regards
Cancelled service in July 2019 & paid final bill, I was told I would receive packaging for equipment return. After about a week I called to say I never received the packaging and was told they would send out asap. Once received I returned equipment to UPS on August 6, 2019. In the interim I rec'd a bill for 9.99 for new charges. I called and was told this was a "Processing Fees" which I paid.
In September I rec'd a bill for 108.00. I called and was told they rec'd my equipment & refund would be issued to my account, sorry for the inconvenience.
In October I rec' a collection letter from Frontier stating that I would be referred to outside collection if bill was not paid asap.
I called to inform them that I was disputing this bill and was again told it would be taken care of. Just rec'd a new bill in November and was told to provide proof of return. I will send this all via certified mail
This is the worst customer service I have ever experienced
Revdex.com Complaint:
Cancelled service in July 2019 & paid final bill, I was told I would receive packaging for equipment return. After about a week I called to say I never received the packaging and was told they would send out asap. Once received I returned equipment to UPS on August 6, 2019. In the interim I recd a bill for $9.99 for new charges. I called and was told this was a "Processing Fees" which I paid. In September I recd a bill for $108.00. I called and was told they recd my equipment & refund would be issued to my account, sorry for the inconvenience. In October I rec a collection letter from Frontier stating that I would be referred to outside collection if bill was not paid asap. I called to inform them that I was disputing this bill and was again told it would be taken care of. Just recd a new bill in November and was told to provide proof of return. I will send this all via certified mail This is the worst customer service I have ever experienced
Ms. established service on June 14, 2012 and removed the service on July 17, 2019.
Ms. was billed $9.99/Broadband Cancellation Fee on the July 22, 2019 billing statement. She paid the balance of $9.99 on August 2, 2019.
Ms. was billed $108.99/Unreturned Equipment Fee on the September 22, 2019 due to the equipment not being returned within 30 days of disconnection of her internet service. The unreturned equipment fee was removed on November 11, 2019.
The account now has a $0 balance.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Revdex.com in closing this complaint.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
When I pulled the receipt, I see that the equipment was delivered a received by Frontier with packing & label provided by Frontier on 8/9/2019 at 12:27 by Sandra so why did they bill me in September and then in October threaten to send my account to collections if I didn't pay for equipment they had in their possession. How can they charge a disconnection fee is that legal?
I would like to know how management plans to fix their broken system so they aren't extorting money from future victims
Regards
Ms. established service on June 14, 2012 and removed the service on July 17, 2019.Ms. was billed $9.99/Broadband Cancellation Fee on the July 22, 2019 billing statement. She paid the balance of $9.99 on August 2, 2019.Ms. was billed $108.99/Unreturned Equipment Fee on the September 22, 2019 due to the equipment not being returned within 30 days of disconnection of her internet service. The unreturned equipment fee was removed on November 11, 2019.The account now has a $0 balance.Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Commission in closing this complaint.
I have had an agreement with a Sharon A at Frontier to adjust my bill due to retention and dissatisfaction with service. We agreed on a bill of $160 through December 2019. She repeatedly forgot to adjust the bill until I followed up. Starting in September her voicemail stated she was out of the office for a month. I left a voicemail at that time and two more after the date she was supposed to be back in the office. No adjustments were made. When I tried to follow up in October the number where I could formerly enter her extension now dumps me into a voice recognition system with no way reach her . I spent 90 minutes chatting with Roberto on their website trying to resolve the issue or reach Sharon. He took all the info, kept me waiting several times only to say he was not the one to help me and to call "Frontier Loyalty" . I called and spoke with Etta where she read me several incorrect numbers from a bill, could not find all the information and after 30 minutes decided I needed to speak to "Frontier Retention." After waiting on hold for 15 minutes I spoke with Jamel. after ANOTHER 30 minutes he stated he has no way to locate Sharon and because she had not recorded proper notes he could not adjust the bill to the agreed upon amount and furthermore would do absolutely nothing going forward to apply any sort of promotion or anything to even try to make things right.
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 has an agreement with Frontier on monthly credits for her service. Ms. states that some of the adjustments have not been applied in a timely manner.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that after review it was determined that Ms. has been receiving adjustments to lower her billing statement to $160.00 per month. Frontier advises that these adjustments are being applied until December 2019.
· Frontier advises that several adjustments had not been completed. Frontier applied an adjustment of $43.60 for the July 2019 statement, $71.22 for the September 2019 statement and $74.45 for the October 2019 statement.
· Frontier spoke to Ms. on November 13, 2019 and explained the information above.
· Frontier has a scheduled follow up with Ms. for the November and December 2019 cycles and adjustments.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Amanda E Department: Consumer Relations
Frontier mishandled the disconnect and transfer of my internet service to new owners of our home.
We were about to close on selling our house back in august and I had called them to disconnect my services. They offered this transfer service where I can keep the account active up until the closing date, and tell the new owners to call in to transfer the service over to them. Nobody mentioned that I should call again. I was told I will only be charged for the remaining days charges, which I paid off when what I thoughtthe last bill came around.
Fast forward to November, I saw an email notification showing the account is still under my name and active and I have 3months of past due charges.
I only chose the transfer option as convenience to frontier so they can keep the account with the new owner. I originally had called to disconnect but was given this "convenience" option to have the account easiliy transfer to the new owner.
Now they messed up the disconnect portion and have been accumulating charges under my name on a service that I no longer use. To make matters worse, I tried to schedule a call back with them to sort out the issue, no body called me, and when I called them up today, they said the account had just been cancelled an hour earlier because I requested it.
I didn't call an hour ealier! They have forged or falsified their system to reflect that I requested a cancellation already. All I did was to schedule a call back from their website and they never did.
This is gross incompetence! First they didnt cancel the account on the day of our our close date or end of august billing cycle, now they are falsifying records to make it look I already requested a cancellation.
I do want the account closed and cancelled today, but it was unnerving when I was told by the CSR that I was contacted or I contacted them earlier and had requested to cancel. How insidious is this company to take actions and put it as a customer request when I haven't talked to them yet.
It was clear to me that my request for a callback had brought to their attention that this account should have been closed months ago and they made a mistake and tried to close it without talking to me yet.
When I finally reached them they make it look like I had called and made the request already.
I want to see their records and a transcript of the actions they have done on my account. I want a lawyer to review it and cross check it against my phone records. I can't have them falsely stating that I made a call and request when I hadn't made it yet.
I also need for them to wipe out any charges and to make sure that this does not become a collection issue against me.
Frontier Communications
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. was moving out of state at the end of July/beginning of August, he called into notify Frontier of this change on July 18, 2019. Mr. already had new service at his new home. The representative went over how the new home owners could keep his service if they agreed to that. No actions were taken that day. Now in November Mr. is still being billed in his name for service the new home owners are using. Frontier has investigated the above statements and offers the following response:
Frontier found notes in their system that supported Mr.’s statements. Frontier placed an order to disconnect the service that was left in Mr.’s name. Frontier issued credit to the account, that zeroed out the balance. Frontier spoke to Mr. on November 18, 2019 and he is satisfied at this time. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Frontier Specialist: Jacey D Department: Customer Specialist
They are charging me an early termination fee after I have been with them for 17 years. They are stating I had a verbal agreement with them. I asked them to produce the verbal agreement and they said they didnt have to do that. They are trying to charge me for early termination fee.
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 an Early Termination Fee. Frontier has investigated the above statements and offers the following response:· Frontier advises that Ms.’s account was on a one-year contract term agreement from February 21, 2019 to February 20, 2019. Frontier advises that with the one-year agreement the Auto Renewal was also activated.
· Ms.’s account was automatically renewed on February 21, 2019. Frontier offers this automatic renewal service as a courtesy in order to allow our customers to continue to receive monthly credits and discounts.
· Frontier advises that Ms. is disputing the auto renewal policy and that she should have not been on a contract after February 20, 2019.
· Frontier advises that Ms. was receiving a discount of $175.00 per month off her services due to having the contract on the account.
· Frontier advises that the account was billed an early termination fee of $1567.87 due to canceling the account before the contract was complete.
· Frontier advises that Ms. received discounts totaling $1225.00 for having the contract on the account from February 2019 to September 2019. Frontier applied an adjustment of $342.19 on the account, however Ms. will owe Frontier $1225.00 for the fees she would have paid by not having the contract active on the account.
· Frontier spoke to Ms. on November 11, 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.
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.
Regards,
***
I will not except this agreement because I never had a contract with frontier. I asked frontier to provide me with the contract and her response was that the csr no longer worked for frontier so she had no proof of the contract. I have paid the exact amount of what was billed to me every month since being with frontier and now they want to say they gave me a discount that I need to repay. This is unacceptable to me. If they can show me who signed this contract or who verbally accepted this contract I will at that time reconsider. Thank you
Frontier Communications
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 an Early Termination Fee.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Ms.’s account was on a one-year contract term agreement from February 21, 2019 to February 20, 2019. Frontier advises that with the one-year agreement the Auto Renewal was also activated.
· Ms.’s account was automatically renewed on February 21, 2019. Frontier offers this automatic renewal service as a courtesy in order to allow our customers to continue to receive monthly credits and discounts.
· Frontier advises that Ms. is disputing the auto renewal policy and that she should have not been on a contract after February 20, 2019.
· Frontier advises that Ms. was receiving a discount of $175.00 per month off her services due to having the contract on the account.
· Frontier advises that the account was billed an early termination fee of $1567.87 due to canceling the account before the contract was complete.
· Frontier advises that Ms. received discounts totaling $1225.00 for having the contract on the account from February 2019 to September 2019. Frontier applied an adjustment of $342.19 on the account, however Ms. will owe Frontier $1225.00 for the fees she would have paid by not having the contract active on the account.
· Frontier spoke to Ms. on November 11, 2019 and explained the information above.
· Frontier advises that Ms. had paid the $1669.86 balance on October 31, 2019; however, the payment was returned on November 11, 2019. Frontier advises due to the returned payment on the account and Ms. now owes a total of $1669.86.
· 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 regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Amanda Ernst Department: Consumer Relations
I was living in Forest Grove, Oregon. My service quit working for several weeks in July. Frontier refused to come fix the problem, which was a problem with their equipment, for 3 weeks. I went 3 weeks without any tv, internet or phone service. After they finally came and fixed the problem, things worked for a couple days and then broke again. I called and told Frontier to cancel my service. I ended up moving to Idaho on August 8th. Yet Frontier continues to bill me, including for service after I moved. The latest is a letter threatening collections. I paid for the whole time I had service, including the 3 weeks they left me without service. I should have been refunded for that.
Frontier Communications
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
· Mr. states his service was out in July and Frontier would not come out to repair the service.
· Mr. states that he moved in August, but Frontier continues to bill him for service.
Frontier has investigated the above statements and offers the following response:
· Frontier has investigated and found that Mr.’s account was suspended on June 22, 2019, July 29, 2019 and August 29, 2019. Mr.’s video service did not restore between July 29, 2019 and August 27, 2019 due to an error on the account. Frontier has issued credit for the video service for July 29, 2019 through August 27, 2019 for a total of $158.08.
· Frontier reviewed the account notes and found that there were no calls from Mr. requesting repair or disconnection of his service. The service was removed for non-payment effective August 29, 2019.
· Frontier billing records reflect that Mr. was billed for September 4, 2019 through October 3, 2019, after the disconnection, but on the October 4, 2019 invoice Mr. was credited from August 29, 2019 through October 3, 2019.
· Mr.’s balance of $645.12 is for services from July 4, 2019 through September 3, 2019. A credit of $158.08 for the outage of his video services leaving a total due of $487.04.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Frontier Specialist: Donna M Department: Executive Customer Relations
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.
This response from Frontier is a flat out lie. I made several phone calls about the the service outages in July. I was out of all services for over 2 weeks due to their faulty equipment and their refusal to send out a service technician. After the technician finally came out, my services only worked for a couple days. Then everything was down until I moved on August 8th to Idaho. I called them in early July to cancel my service. Also, they are trying to bill me for service even after August 8th, when I sold the house and moved to Idaho. I have attached my closing settlement document proving that escrow closed on the house on August 8th. Please let me know if you need any further documentation.
Regards
Frontier Communications
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
· Mr. states his service was out in July and Frontier would not come out to repair the service.
· Mr. states that he moved in August, but Frontier continues to bill him for service.
Frontier has investigated the above statements and offers the following response:
· Frontier has investigated and found that Mr.’s account was suspended on June 22, 2019, July 29, 2019 and August 29, 2019. Mr.’s video service did not restore between July 29, 2019 and August 27, 2019 due to an error on the account. Frontier has issued credit for the video service for July 29, 2019 through August 27, 2019 for a total of $158.08.
· Frontier reviewed the account notes and found that there were no calls from Mr. requesting repair or disconnection of his service. The service was removed for non-payment effective August 29, 2019.
· Frontier billing records reflect that Mr. was billed for September 4, 2019 through October 3, 2019, after the disconnection, but on the October 4, 2019 invoice Mr. was credited from August 29, 2019 through October 3, 2019.
· Mr.’s balance of $645.12 is for services from July 4, 2019 through September 3, 2019. A credit of $158.08 for the outage of his video services leaving a total due of $487.04.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Thank you for referring the additional concerns of Ryan Brooks to our office for review.
The additional concerns state:
· Mr. restates his concerns with being billed beyond his August 8, 2019 move date.
Frontier has reviewed these additional concerns and offers the following response:
· Frontier advises that each billing statement contains the following Service terms: Subscribers to Frontier’s TV and Internet services are billed one full month in advance. Unless otherwise required by applicable law, if you cancel your TV and/or Internet service subscription, termination of your service subscription(s) and any early termination fees will be effective on the last day of your Frontier billing cycle and no partial month credits or refunds will be provided for previously billed service subscriptions.
· Frontier advises that Mr. was issued credits on his October 4, 2019 invoice for applicable products from August 29, 2019 through October 3, 2019.
· As previously stated, Frontier issued an additional credit of $158.08 for the July 27, 2019 to August 27, 2019 for a video service outage.
· Frontier has reviewed these additional remarks and the company’s position has not changed.
· Frontier has reviewed these additional remarks and the company’s position has not changed
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.
Sincerely,
Donna J. Merrigan
Donna J. Merrigan
Frontier Specialist: Donna Merrigan Department: Executive Customer Relations
Telephone Number: 425-257-4224 Fax Number: -
I ordeedr a set top box (1) and wanted to return a DVR box. Was sent a return box and label to return the DVR box which I did. Did not receive my set top box , had to call several times and finally received it. I was also sent a router ( which I did NOT order) I called Frontier Communication and asked why and they told me it was the same as the one I had, no added features and to send it back. They sent me two (2) return boxes and two (2) return labels??? I used one return box and label and trashed the others. On my next billing I was charged $100.00 for the router. they said they did not receive it. I made several calls, and every time was told they would take care of it. Just received my monthly bill and a $100.00 charge still remains. I do not and will not pay for something I didn't order, and I get a different story from Frontier ever time I call. The return labels were generated by Frontier, but they had no way of checking or tracking it?
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
· Mr. states he returned a router and then was billed $100.00 for not returning the router.
Frontier has investigated the above statements and offers the following response
· Mr. was advised he was credited $108.50 for the unreturned router charge including applicable taxes on November 27, 2019 . The credit will show on the next bill.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
We have been a Frontier customer for over 20 years and promptly pay every month for NOT getting internet. For the last 6 years, the service goes up and down constantly (3-7 times a day and ALWAYS slow). I call tech support at least 8 times per year and have techs come out at least once per year. In Sept 2019, a tech was scheduled to come out and work on the same old problem again. After waiting most of the day, I called Frontier and was told that he was running late, but would not give me an ETA. I called back at 4:00pm and they said he called in sick (makes no sense. not sure if they lied the first time or this time was the lie). Then, I scheduled another appointment for 10/30/19 (ticket #***) between 1 and 5. Nobody showed up. I called Frontier tech support and they said they were over-booked and could not get to our house. Would have been nice to have been told a little earlier. THEN, they scheduled us AGAIN for 11/04/19 (ticket #***) between 8 and 12. AGAIN, nobody showed up. I called tech support and they told me that they canceled our appointment, but didn't know why. They refused to let me talk to their dispatch, so we got scheduled AGAIN for 11/06/19 (ticket #***) between 1 and 5. AGAIN, nobody showed up. Frontier even sent text messages confirming all these appointments. I HAVE NOW TAKEN 4 DAYS OFF WORK. NEVER GIVEN THE RESPECT OF A PHONE-CALL TO LET US KNOW THAT THEY HAD NOT INTENTIONS TO KEEP THE APPOINTMENTS, DESPITE ALL THE TEXT CONFIRMATIONS. We have over-paid them on time for for internet speeds we've never received over the last 20 years. This is absolutely the worst customer service I have ever seen in my entire life. This is the very first time I have ever submitted a complaint about a company. I'm over 50. This company so terrible. I doubt they will respond to this.
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier. Mr. advises of a missed appointment to repair his service. Frontier has investigated the above statements and offers the following response:
Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and Wi-Fi network interference. Customer speeds may vary over time.
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.’ area at this time. Frontier apologizes for the missed commitments experienced by Mr.. Frontier has provided a missed commitment credit to Mr.’ account.
Frontier spoke with 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 Mr. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Although the representative who contacted me was pleasant and empathetic, she could only offer a $50 credit on our bill. I told her that this was not acceptable due to the fact I took 4 days off from work and have been overcharged for services I was not receiving in the thousands of dollars. All I was asking for was 6 months credit. I refused to accept the $50 offer, but thanked her anyways. I will continue to pursue remedies with the public utilities commission and our neighbors.
Regards
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier. Mr. advises of a missed appointment to repair his service. Frontier has investigated the above statements and offers the following response:
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.’ area at this time.
Frontier apologizes for the missed commitments experienced by Mr.. Frontier has provided a missed commitment credit to Mr.’ account.
Frontier’s position in this matter has not changed. Frontier spoke with Mr. on December 10, 2019, and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.