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Frontier Communications Corp.

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Frontier Communications Corp. Reviews (10305)

Frontier CommunicationsThank you for referring the complaint of Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention.The Rebuttal states that:Mr*** never
agreed to a contract.He is
disputing the early termination fee.Frontier has investigated the above statements and offers the
following response:Frontier apologizes for any inconvenience this may have causedWe continue to explore options to ensure a consistently positive service experience for our customers and apologize for the inconvenienceOn October 23, we have applied a credit of $for the early termination fee due to the acceptance by Mr*** of a re-bundle only, no contract term agreementPlease allow thirty to sixty days to receive processed Billing credit to reflect on a future Closing Statement.Any remaining account credit will be refunded within ninety days.We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Mr*** *** has experienced because of the
above matter.Frontier
Specialist: Bridget G*** Department: Executive
Relations

Thank you for referring the complaint of Mr*** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** is disputing his bill for services from Frontier Frontier has investigated the above statements and
offers the following response: Frontier reviewed Mr***’s account and determined that, due to a system error, Mr*** was billed incorrectly for his service.Frontier advises that the issue has been corrected and that a full adjustment was issued on Mr***’s account to offset the incorrect chargesFrontier advises that Mr***’s subscribes to Data service for $until May of Frontier spoke to Mr*** on December 4, 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

Frontier Communications Thank you for referring the complaint of *** *** to our office for
reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** states that she had many issues with her internetAnd had no internet service for weeksAnd wants credit for the weeks of no serviceMs*** states that there were Trouble Tickets and no one ever came out and the tickets were closedMs*** states that she had no less than hours calling Frontier and not getting anything done Frontier has investigated the above statements and offers the following response: A Frontier Representative has contacted Ms*** and a Trouble Ticket was put in and her Internet is now workingCredits were given for days out of serviceMs*** is appreciative and is satisfied with this resolution 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: Sharie P*** Department: Consumer Relations Telephone Number: ###-###-#### Ext1122650 Fax Number: ###-###-####

Frontier has investigated the above statements and offers the following response: A Frontier consultant has been in direct contact with *** the billing manager and advised her the contract is valid and it was from Verizon transferred over to Frontier Making changes within the contract dates
will result in an early termination fee We regret any inconvenience that Mr*** may have experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** *** advises she called in July and a Representative promised she could save her approximately
$a monthThe new bill would be approximately $a month with taxThe August bill came, and it was $There was a promotion code that was not activatedMs*** *** advises she would like a corrected bill and a call from a supervisor or management with an explanation Frontier has investigated the above statements and offers the following response: Frontier advises Ms*** *** bill has been adjusted and the amount due for October has been satisfiedFrontier bundle promotions have been updated on the accountFrontier Advises Ms*** had received a call from Management confirming the account has been adjusted and there are no more payments due until NovemberFrontier will do a Follon the bill due in November, to make sure all corrections have updated properly on the accountWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** advises that he cancelled his Frontier TV service by phone on March 9, 2017, to keep only internet
service for $per monthMr*** advises that he was automatically debited the full amount that he had been billed, in the amount of $177.17. He also advises that Frontier tried to bill him another $the following month Mr*** advises that Frontier has not credit him for the extra debit that was made and has not adjusted his bill to reflect the $monthly rate for internet service only, since the total of his current bill is $Mr*** advises that Frontier needs to correct his bill by applying the extra payment previously debited by Frontier applied to his new balanceFrontier has investigated the above statements and offers the following response: Frontier advises that the account records show that Mr*** called in on March 16, to cancel the TV serviceThe order did not post to his account until March 21, 2017, two days after the next billing cycle started on March 19, 2017. Frontier advises that a payment was debited from Mr***’s account on March 12, 2017, and that payment was for the billing cycle that started the previous month, February 19, The next payment was received by Frontier on April 25, in the amount of $101.55, and this payment was for the billing cycles of March 19, and April 19, 2017.Frontier advises that the bill dated April 19, reflects the cancellation of the TV service and all associated charges credited going back to March 20, 2017.Frontier attempted to contact Mr*** on May 11, by leaving two voice mail messages and sending him an email, and one attempt to contact him was made on May 12, 2017, but there was no response from the customerWe 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Ms***, at ###-###-####, states that Frontier has billed her sister’s Dish Network charges onto her Frontier billing by mistake. *** wants these charges removed and applied to the appropriate Frontier account. Frontier has investigated the above statements and offers the following response: Frontier has billed Ms***’s Frontier account her sister, ***’s, Dish Network charges. This amount totals, $235.02. Frontier can‘t apply these charges onto Ms***’s sister’s Frontier account without verbally authorizing and verifying with ***. Frontier has tried to contact, ***, however have been unsuccessful. A frontier customer specialist has spoken with Dish Network to have the Dish Network charges transferred from Ms***’s account to the correct Dish Network account, *** ***. Frontier has tried to reach Ms*** to inform her of this status, however have had no response. Ms*** has my direct number and extension, ###-###-####, to contact me back is she has any further issues. 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 reviewed the account of Mr*** and finds that upon his original order for service on 12/30/he requested internet and phone service on a promotion called Custom Value, in which he received a 10% discount on all services.Mr*** entered into this agreement for two years
starting 12/30/through 12/29/12.Each statement to follow advised Mr***, that Frontier did offer a convenient auto renew policy shown below:As you agreed, your Frontier service includes a 1-year (or multi-year) term commitment with convenient automatic renewal at then applicable pricing (excluding promotions). If you wish to cancel your auto- renewal, please call Frontier at least days prior to your renewal date above. As noted on page of every bill, visit Frontier.com/terms, Frontier.com/tariffs or call Customer Service for other important service Terms, Conditions and Policies. Frontier did not receive any contact from Mr***, requesting to remove the auto renewal for the discounts he was receiving.Frontier’s records to advise that there was to be a $term fee per service.Frontier did waive the early termination fee on the DSL service due to the concerns Mr*** had.The system did generate a $termination fee on the phone service on the 8/7/billing statement.Mr*** has made payment in full on this account and no credit is warrantedFrontier does not have a signed contract to provide Mr*** as the promotional terms were listed on his billing statement each month

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***

Frontier’s Technical Supervisor advised there are no recent trouble ticket history within the past months reported for any internet issues.The Technical Supervisor states he spoke with Mrs***, and she advised that she was contacted after writing a letter to the President of Frontier, and
was issued a credit of $64.80.There is no early termination fee on her account, therefore she will not incur and additional charges.She also stated that she is no longer a Frontier customer and has decided to go with a competitive company’s product

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 had to call Frontier countless times and my issue is still unresvolved. Yes, Frontier contacted me to get my internet set up, but I've received no word on whether or not the self install kit has been shippedAll my correspondences with Frontier agents have been negativeOne person could not look up my accountAnother person said the self install kit would arrive this past SaturdayAnother hung up mid call and never reached backI informed this to another rep and she said "Frontier does not call back disconnected calls." Another few reps said it's impossible for a self install kit for FIOS and said it's only available for DSLAnother said I must haveA technician come out and later, with attitufe, informed me Frontier ships when the order is place and I should receive the package by ThursdayAn agent today told me I will not have a self install kit delivered because the technician must bring it and come set it upAlmost every rep told me my scheduled date is 4/however I needed internet access earlier and I'm not even available on that dayAll in all, almost every agent told me a self install kit was not available and not comingThe rest just agreed to get off the phone. I asked the last agent I spoke with to help me get in contact with Kelly, the customer escalations executive, hopefully I'm contacted soonMy internet service and order status is unknown and I am in limbo trying to figure out who's correct since I continue to receive conflicting information.Please have Frontier contact me asap to get this issue resolvedI've wasted way too much time and energy alreadyI need to know if and when I will be up and running
Regards,
*** ***

Thank you for referring the complaint of Ms*** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** states the original appointment was missed by Frontier and then when trying to get a new one the
next available escalated due date was a week out. Ms*** also states that they were promised free installation and the first month for free since there was so much trouble getting the service going and this has not happenedFrontier has investigated the above statements and offers the following response: On April 20, Frontier issued credit in the amount of $119.65, this waives the installation fee and is the first month of service for free. The current balance is $and is due in the office by May 11, 2018. Frontier tried contacting Ms*** by both phone and email and has not been able to speak with the customer. Frontier is sending out a call me letter to the customer at this time if they still need helpWe 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 CommunicationsThank you for referring the
complaint of John
H *** to our office for reviewWe appreciate *** H *** bringing this matter to our attention.The Complaint states that:Mr
*** states he has told by Frontier his bill would be at a zero
balance.Mr
*** states he bill was not taken to a zero balance and he has received
a bill from a collection agencyMr
*** would like his account brought to a zero balance.Frontier has investigated the above
statements and offers the following response:Frontier reviewed the account and we show an adjustment was submitted on 5/9/for $194.84.This adjustment was denied.Frontier reviewed the adjustment and found Mr***’s only wanted phone and stating the service never worked beginning on billing cycle 11/2/After review of the adjustment it was determined a residential install was posted on 9/19/On 10/21/trouble ticket "*** has loud hum and had no inside wire plan," tech noted the ticket "no trouble." Frontier reviewed the account and can verify on 12/2/Mr*** was informed of all charges on the bill were correct, a credited for $was issued for the Frontier Secure products removed.Frontier called and spoke with *** *** who verified she made the payment closing out the account on 8/10/2017.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that *** H ***
has experienced as a result of the above matter.Frontier Specialist: Dawn
H*** Department: Customer
Relations

Frontier CommunicationsThank you for referring the
complaint of Joey
*** to our office for reviewWe appreciate *** ***
bringing this matter to our attention.The Complaint states that:Mr
*** is stated that his FIOS speeds are slow, and took off work, only to
have Frontier miss
his repair appointmentFrontier has investigated the above
statements and offers the following response:Frontier investigated and found a trouble ticket was generated to come to Mr***s residence on March 3, 2017, however records indicate this was the incorrect order request.Records indicate the proper service request was issued and expedited for March 6, and service has been correctedFrontier does not compensate for loss of time, inconvenience or loss of wagesFrontier did issue a one-time courtesy credit of $for your inconvenience and for the slower speeds you have been experiencing.We sincerely apologize for the trouble you experiencedWe 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 Specialist: James
N*** Department: Customer
Relations

Frontier has investigated the above statements and offers the following response: Frontier advises that Ms***’s account billing was corrected on October 14, 2016.Ms*** was issued a credit of $including applicable taxes.Ms*** will see the pricing reflect of $plus
taxes and surcharges reflect on her statement printing November 7, 2016.Ms*** may see some residual Voip Toll charges since the service was not corrected until October 14, Credit will be issued to Ms*** once her November 7, statement printsThen going forward Ms*** will have statements reflecting only the $plus taxes and surchargesFrontier has reviewed the conversations between the consults and consumer for possible training opportunities.A Frontier consultant spoke to Ms*** on October 27, 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

Dear Ms***: Frontier Communications has received notification of a complaint from the above individual. According to the complaint: *** states that she agreed to a bundle rate of plus taxes and she is being billed per month*** states when she
calls in to get the rate she was sold she is advised there are no notes or offer to get her rate to plus taxes*** would like assistance from the FCC Frontier has investigated the above statements and offers the following response: Frontier reviewed the account and we shoe that the rate was corrected by a previous representativeFrontier shows the first bill was prorated which is a higher bill then the billsFrontier shows that there were two upgraded charges from the previous plan that were not removed which was for a total of $Frontier also shows that there was a pick your premiums plan from the previous TV plan that was not removed which was also $Frontier will follow up on the next statement to review the chargesFrontier made attempts to contact Ms*** and we have left a messageFrontier also shows that credit in the amount of was issued as of September 27, The next bill should show $plus taxes and fees provided that no other changes have been made

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him for bringing this matter to our attention The Complaint states that: Mr*** requests Frontier to void his contract, and to have his account brought to current so he will not be responsible for paying for services that weren’t 100% delivered Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr*** and explained all contracts with Verizon were transferred to Frontier with the acquisitionFrontier advised a credit of $has been applied to his account for the Video on Demand issue that occurred after transition(Video on Demand has no monetary monthly value) Frontier advised Mr*** he is responsible for payment of services rendered 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** is disputing his bill for services from Frontier. Frontier has investigated the above
statements and offers the following response: Frontier advises upon reviewing the account our records indicate an adjustment has been made to the accountFrontier advises upon reviewing the account our records indicate the cost of equipment has increased, cost of television service has increased, and surcharges have increased since the customer was given the quote.Frontier advises the account is month to month in which the cost of services may increase, unless the account has specified pricing within a specified term.Frontier may offer promotions on pricing and services to eligible customers at various times. Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotionsFrontier advises on April 19, Frontier spoke with *** *** and advised her of the above mentioned, as well as the current balance 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 Communications Thank you for referring the complaint of Mr*** to our office for reviewWe
appreciate him bringing this matter to our attention The Complaint states that: Mr*** advises of repeat issues with phone and Internet service. Frontier has investigated the above statements and offers the following response: Frontier investigation found reports of trouble with phone and Internet serviceFrontier has replaced line and was able to have wire buried. Frontier has also replaced protector at Network Interface Device at Mr***’s premiseFrontier has spoken to Mr*** and verified service is now working and credit has been applied to Mr***’s account. Mr*** is aware that he will see credit on next month’s statement 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
Thank you Revdex.com for assisting in this matterFrontier has not attempted to contact me as I have no missed calls nor voicemail from FrontierI still have service because I was waiting on the response and to close the account I need to know the exact date and the final bill amount so there are no surprises as I have encountered throughout the months with FrontierAgain I reiterate I do not have a contract and would like to know what my bill amount would be through the current billing cycleI have completed my research and have found a reputable company to service my needs as a customer without lies, baiting and switching tacticsPlease provide me with a response so that this process is as painless as possible and I can move my services ASAP
Regards,
*** ***

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Address: PO Box 5157, Tampa, Florida, United States, 33675

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