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Frontier Communications Corp

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Frontier Communications Corp Reviews (1645)

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention The Complaint states that: Mr [redacted] experienced service issues during the transition from Verizon to Frontier Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] experienced a temporary disruption in his services during the transition of Verizon’s network and services to Frontier A Frontier Customer Service Representative has contacted Mr [redacted] on June 7, and confirmed that all services are properly functioning Frontier regrets the inconvenience and has issued Mr [redacted] a time out of service credit of $ We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms [redacted] cancelled service with Frontier on December 21, 2016.When Ms [redacted] changed her service to an internet only service, she continued to use the phoneThis caused the customer to be billed at a per minute rate for all phone callsFrontier has adjusted charges to the $amonth unlimited plan in place of the per minute toll charges amounting to $The total credit including the late fees and taxes applied to the account was $739.71.This credit will reflect on Ms [redacted] 's January 1, statement along with prorated service credit for the disconnection of service to December 21, We trust that this information will assist you in closing this complaint We regret any inconvenience that [redacted] may have experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] states that she received a statement for services that she had canceled with Frontier Frontier has investigated the above statements and offers the following response: Frontier records show that Ms [redacted] ’s called to disconnect her services on February 7, Frontier advises that the February statement had already been sent on February 1, Frontier advises that the March statement will issue credit back to the date that the services were disconnectedFrontier will follow up on the March statement to ensure that any remaining charges are adjusted off the accountFrontier spoke with Ms [redacted] on February 8, and reviewed this information with her We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Hello, Frontier Communications Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] states that he disconnected service with Frontier; however, he has not received a refund check Frontier has investigated the above statements and offers the following response: · Frontier’s investigation found there was a system error that caused a delay in the refund check being issued · Frontier issued a refund check for $on May 13, · Frontier will follow up with Mr [redacted] to verify he received the refund check We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] 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 [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I just spoke with another agent named Esther (Employee ID [redacted] ) trying to find out what my rate is on my new billThe last conversation I had was on 11/where the agent said the bill would be $After explaining to her my entire ordeal so far with Frontier she tells me "Sir, it seems as though you are calling in trying to find a favorable agent to get the pricing you want, and if not you hang up." I was infuriated by this comment as one it is absolutely the opposite of the truth and two, it was completely unnecessaryI asked to speak with a supervisor and that this called needed to be reviewed immediatelyI was then transferred to Katherine R [redacted] out of the California call centerAfter reviewing the notes, she says that the rate is $after pro-rated credits this month, but next month will be $So I asked her, "How can my price be more than what I started with from my initial call on October 7th?" She responded by saying there was nothing that can be done.This goes to show that every time I've called in I've been given a certain rate, which then a few days later will be reversed saying the price was misquotedThe conversation I had with Amanda (customer service agent) on 11/14, she said my new rate would be $If I returned one of my set top boxes it would drop to $Which I agreed I would doI am still waiting for the box that Frontier said they would send me to return the set top boxOn 11/17, I see this message on Revdex.com saying they cannot honor that price of $71.99, AND stating that I requested these discountsI would ENCOURAGE (and demand at this point) that ALL the calls I've placed with Frontier be reviewed by Revdex.comShabreena from the executive office continues to state that I was the one that said Ben quoted me that price from October 7th along with the year contractAgain, I am demanding that that recorded call be listened toIt will show that I indeed never requested such thing and was given that offer by Ben (supervisor), then asked for me to confirm whether I wanted to sign a two year contract at that rate The level of fraud and un-professionalism by all levels of Frontier's staff and management is beyond meI am reaching out to Revdex.com because I know this is wrongIf it does not resolve my issue, its awareness needs to be madeBusinesses cannot be run this way, where customers are treated like this and lied toThe amount of time I've wasted and the frustration that's mounted from this entire ordeal should not be placed on anyone elsePlease helpThank you Regards, [redacted] ***

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: [redacted] states she reached out to Frontier a week ago to confirm whether she would have an early termination fee and she was told it would be approximately $to cancel [redacted] was also given misinformation on whether or not Frontier prorates for a final bill and doesn’t understand why representatives would be giving different informationFrontier has investigated the above statements and offers the following response: Frontier spoke to [redacted] on February 12, informed her that her early termination fee was $but that was overridden so she will not be billed for thatFrontier also informed [redacted] that effective July 23, Frontier ended partial month credits on disconnect ordersFrontier informed [redacted] that they will review calls and provide coaching where necessary since wrong information on the final billing process was givenWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that she has experienced as a result of the above matter

spoke directly to ***, rescheduled tech to upgrade equipment at no extra charge, she has a direct contact number should there be any additional concerns

Frontier CommunicationsThank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention.The Complaint states that:Mr [redacted] Called and requested for service to be disconnected on July 26th,2017.Mr [redacted] is requesting credit back for the time he was billed past July 26th, 2017.Frontier has investigated the above statements and offers the following response:Frontier review the account and we show that the account was disconnected on August 12, Frontier processes all orders at the end of the billing cycleFrontier gave credits back from 8/12/to July 26th Leaving Mr [redacted] , a valid and sustained balance of $for the proration’s in the month of July for service.Frontier attempted to reach Mr [redacted] but was unsuccessful.We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter.Frontier Specialist: Chelsie S [redacted] Department: Customer Relations

Thank you for referring the complaint of [redacted] to our office for review We appreciate her bringing this matter to our attention In the complaint Ms [redacted] expressed concern regarding being billed for two TV packages and an additional $charge for a security bundle that was not authorized She has made multiple attempts to have the overcharges removed but when credits were applied, the credit was less that what was charged.Our records indicate the customer initially subscribed to a Triple Play, which included the FiOS Digital Voice (FDV), FiOS 75/internet and FiOS Extreme HD The bundle rate for the three qualifying components is $184.98, less multiple discounts totaling $72.49; reducing the bundle rate to $ In addition, the customer’s FiOS TV equipment included the FiOS Quantum Gateway - $9.99, FiOS Quantum TV – Enhanced - $20.00, FiOS Room Set Top Box Package - $27.99, Spanish Language - $and HBO - $19.99, which brought the total bill to $before taxes and other charges.On July 6, 2016, the customer agreed to upgrade service to the FiOS internet 100/and FiOS TV Ultimate HD When the order [redacted] was completed, the FiOS Data 75/was removed but the FiOS Extreme HD remained on the account and this was in error The HBO is included in the Ultimate HD and should not have been billed an additional $outside the TV package Finally, the customer denies authorizing the addition of the Frontier Secure Personal Security Bundle, which included a monthly charge of $ The customer’s February 2, billing statement reflected the removal of the FiOS TV packages and HBO The customer was credited $for the FiOS Extreme HD, $for the FiOS TV Ultimate HD and $for HBO There were two additional months that were not credited to the account As of April 14, 2017, the customer was credited for August and September for HBO -$39.98, plus tax, FiOS Extreme HD @ $79.99, which totaled $109.98, plus tax and Frontier Secure for $ The total credit is $ In addition, the February 2, billing statement included monthly discounts as charges and totaled $ This additional credit was applied to the account also, on April 14, and the total credit applied to the account is $375.63.Please note all credit adjustments are subject to Executive Approval and may take 1-billing cycles to post to the billing statement If all adjustments are approved, based on the current balance due of $159.98, the customer will have a credit balance of $215.65.We sincerely apologize for the difficulty the customer has experienced as a result of this matter Should Mrs [redacted] wish to discuss this matter further, I can be reached at ###-###-#### EXT 111-3143.Sincerely,Felicia T***Executive Customer RelationsFRONTIER COMMUNICATIONS

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: She was told that her monthly recurring charges would be $which includes taxes for the next two years with no contract Frontier has investigated the above statements and offers the following response: Frontier had the call pulled and it confirmed that she was given that informationWe left Ms [redacted] a voicemail message informing her that we will manually adjust her account to the $until May as long as no changes are made to her account We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] experienced as a result of the above matter

On March 31, 2016, Frontier closed a transaction to acquire Verizon's wireline services in California, Florida, and Texas, after receiving all required government approvals Prior to that time, notice of the transaction was communicated to Verizon customers On April 1, Frontier formally began transitioning all of Verizon's network, services and customers to FrontierMrand Mrs [redacted] experienced a temporary disruption internet service during the transition of Verizon's network and services to Frontier Frontier spoke to Mrs [redacted] on May 4, confirming services were working and that credits will show on the following bill

Thank you for referring the complaint of [redacted] our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: Ms[redacted] states that her services were cancelled and equipment were returned and she has not received her refund of $for over monthsFrontier has investigated the above statements and offers the following response: Frontier reviewed the case and we have requested a refund check to be mailed out allow to days to receive.Frontier spoke with Ms[redacted] and advised We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matterTell us why here

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The rebuttal states that: Mr [redacted] advised Frontier bundled his Frontier and DISH bills without authorization and was billed for DISH charged paid directly to DISH.Mr [redacted] advises Frontier needs to zero out the account balance owedFrontier has investigated the above statements and offers the following response: Frontier advises on October 25, 2016, Ms [redacted] had called in to inquire about bundling the DISH and Frontier servicesMs [redacted] had decided to discuss with Mr [redacted] before bundling, so the Frontier representative deactivated the orderHowever, the bundle request had already gone through.Frontier advises on Mr [redacted] ’s November 19, bill statement, charges of $had billed for the DISH services, however, a payment of $had also been transferred from DISH, leaving a balance of $owed for the DISH charges.Frontier advises Frontier has spoken with a DISH representative who was able to confirm, Frontier paid DISH the $in December of 2016, at which time no payment was made to DISH by the customerFrontier advises Mr [redacted] ’s account was successfully unbundled on December 23, Frontier advises Frontier has credited the remaining DISH charges of $40.34, and the associated late payment fees of $22.47.Frontier advises Mr [redacted] has an account balance of $Frontier advisees these are charges for Mr [redacted] ’s landline serviceThere was no payment made to Mr [redacted] ’s account in November and there are prorated charges from January 19, – February 2, that have not been paid.Frontier advises Mr [redacted] advised he did make a payment in November of 2016, but refused to provide bank statementsFrontier advises all charges owed to Mr [redacted] ’s account are valid

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12692581, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have attached the original chat message from December 17, when the Frontier online agent offered me the deal which I accepted You can see at close to the end of the chat, the agent told me "02:29:PM [Marifel] Frontier Digital Phone + Internet 50/50M +TV Preffered +1DVR = $monthly rate and will add $credit good for year and that would bring down the rate to $before tax and estimated tax of $21-$so your monthly rate will be $after tax."That's what I should pay for the services, in very clear language $111.99, not $ Regards, [redacted] ***

Thank you for referring the complaint of Ms [redacted] to our office for reviewWe appreciate this matter being brought to our attention Frontier has investigated the above statements and offers the following response: Credit in the amount of $was issued for the Early Termination Fee that posted to the November 19, billing statementAn additional credit in the amount of $was issued for the promotional discounts that were debited on the December 19, billing statementPlease allow 1-bill cycles for credits to postPlease note credit adjustments are subject to an approval processOn January 26, I relayed the above information to Ms [redacted] If Ms [redacted] requires further assistance regarding this issue she may contact me directly at 1/###-###-#### EXT [redacted] We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [redacted] may have experienced as a result of this matter Sincerely, Stacey MFrontier Executive Relations

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he has billing discrepancyFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on December 18, and explained credit issued.Frontier explained we have corrected provisioned internet speedWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: The Frontier Premium Technical Support was removed from Mr [redacted] ’s account Mr [redacted] was billed $for Frontier Premium Technical SupportHowever, he received a promotion for a $ discount therefore making the monthly reoccurring charge $7.99.Frontier provides a detail statement each billing cycle notifying Mr [redacted] of the products and services he subscribes to.It is Frontier policy to refund three month when there are back billing issuesFrontier applied an adjustment to Mr [redacted] ’s account on February 13, in the amount $As a courtesy Frontier will credit an additional $for back billingThis will total $for five months of billing of Frontier Premium Technical Support.As stated in Frontier’s terms and conditions, actual Internet speeds may vary Speeds are offered in tiersThe high-end of the speed range in a service tier represents the potential wired maximum speed capability in that service tier, but is not a statement or guarantee of the maximum speed the customer will receive At this time Mr [redacted] ’ has a credit balance on his Frontier account in the amount of $The new Frontier statement will generate on May 10thA Frontier consultant has been unsuccessful in reaching Mr [redacted] however a detail message was left with contact information We regret any inconvenience that Mr [redacted] may have experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier has not been able to locate an account for Miss [redacted] Frontier advises that inter service speeds are based upon many factors, including network congestion, customer location, customer equipment, and Wi-Fi network interferenceSpeeds may vary over time.Frontier advises according to the terms of service that actual speeds may vary, and any speeds advertised is not a guarenteeService is subject to availibility.We regret any inconvenience that [redacted] may have experienced as a result of the above matter

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] is requesting compensation for billing issues with FrontierFrontier has investigated the above statements and offers the following response: Frontier advises that under tariff, Frontier is responsible for service outage credits based on the customer's daily rate of service that is not functioning and incorrect charges due to system issues or order entry errorsFrontier is not liable for any other compensationWe therefore must respectfully deny Mr [redacted] request for compensationWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Frontier has investigated and found that Mr [redacted] had a repair tickets that were missed We regret that Mr [redacted] has canceled the account effective 5-14-We have issued a week out of service credits as well as a $courtesy credit that will show on the closing statement

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