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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I have a landline with this company. The long distance is unlimited in the United states. All my family is scattered around Illinois, Florida, Tennessee and Arizona. Frontier recently shut my outbound calls off and I can only receive inbound calls. I am paying $82.90 for this. I am 79 years old and live alone. If I have an emergency the only way to get help is 911. This has been going on for At least 6 months. With no outbound services since August 2019. I can't even call my doctor or pharmacist.
Thank you for referring the complaint of *** to our office for review. We appreciate bringing this matter to our attention.
The Complaint states that:
• Mrs. reported not able to make long distance phone calls.
Frontier has investigated the above statements and offers the following response:
• After further review, our records indicate customer is upset that she is no longer able to make long distance phone calls because she went over the maximum usage.
• Mrs. currently has the Digital Phone Unlimited; which includes residential telephone service with popular phone features for customers who are loo*** for a package that offers exceptional value with unlimited nationwide long distance. However, the maximum usage is 3,500 minutes per month. Customers with substantially more than average residential usage may be required to select another Frontier long distance plan that charges for all long-distance calls or to cancel services. Currently she is only allowed to make local phone.
• October 17, 2019, Frontier contacted Mrs.; which she informed us that she has placed an order to cancel services.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs. has experienced because of the above matter.
Frontier Specialist: Kevin S Department: GM Specialist
Frontier communications comitted to me in a chat sessions that I have the written text of that our account was closed, had a zero balance and that we would not receive another bill. We have received another bill and they are billing for a discount afforded by LifeLine AFTER our service was disconnected.
Frontier stated in writing we have a zero balance and is not responsive to commitments made by employees to resolve this issue.
Thank you for referring the complaint of *** to our office for review. We appreciate bringing this matter to our attention.
The Complaint states that:
• Mr. advises he was informed he had a zero balance. Frontier has investigated the above statements and offers the following response
· Mr. called on September 11, 2019 to disconnect his services. After listening to the recorded phone call. Mr. said he wants to cancel due to the community he lives in is now offering free services. Representative proceeded to process the order, and informed customer there is a $9.99 processing fee to disconnect.
· In addition customer was billed $8.94 for Federal Lifeline Discount in the amount of $8.94 + $1.00 in taxes, totaling $19.93.
· As a courtesy, Frontier issued a credit in the amount of $19.93
· Frontier made unsuccessful attempts to reach customer.
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: Kevin S Department: GM Specialist
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 as long as Frontier refrains from billing me for any other amount for any reason what so ever. As of 10/20/2019 the account is once again showing a zero balance and offers no commercially viable possibility for Frontier to invent any future charges.
Regards
In September I called customer Service to inquire about internet installation. The same day I was charged $54.00 for a deposit. A tech came out to access on everything on Sept. 30th and I was informed I would need fiber optic. So my installation date was pushed back to Oct. 6. I called Oct. 6th and was informed my new date was Oct. 16, I called again Oct. 10 and was informed my new date was Oct. 15th. I called Oct. 14th and was informed my new date was Oct. 23rd. O recieved no communication what so ever. When I called on the 14th of Oct. I was on the phone for over an hour. The 1st rep O spoke to said He could help and transferred me to Tech support. I didn't need tech support because I didn't even have a solid installation date. I explained all I wanted to do was cancel everything and get my deposit back. He then transferred me to a rep that only informed me that I would have to wait until Oct. 23rd. I explained to all reps I have been waiting for weeks and all I wanted to do was cancel and get a refund. No one listened and no one did anything to help the situation. It's been 3 weeks amd everything including communication has been sketchy.
Thank
you for referring the complaint of *** to our office for
review. We appreciate your bringing this
matter to our attention.On
October 18, 2019, a Frontier representative spoke to the customer and explained
what caused the delay in establishing service to her residence. Previous
locates to locate existing buried cable were incorrect, which caused the delay
in Frontier’s new buried drop placement. After the locates were corrected and
the service was rescheduled, it rained, causing further delay. The
drop will be placed on October 19, 2019. Once the drop is placed Frontier will expedite a dispatch to have the
service installed to the residence. Additionally,
for the inconvenience a $50 credit will be applied to the customer’ account
once the service is installed. The
customer has been provided with the above information. We apologize for the
inconvenience. We trust this information will assist you in closing this
complaint. Thank
you,Amara
H.Executive
Customer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I was quoted a price per month when altering my service, was sent an email confirming new monthly pricing, and now they refuse to honor it. I have tried multiple calls getting the runaround each time with some representatives saying I was lying and others giving out false email addresses and not keeping notes on the calls.
The Complaint states that:
Mr. advises that he is disputing his current montly recurring charge for Frontier internet.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we apologize for the inconvenience this issue is caused.
· Frontier advises that our records indicate that Mr. requested his phone service be removed and was offered FiOS internet 500/500 for $50 per month.
· Frontier advises that Mr.’s October bill did not reflect the above referenced change.
· Frontier advises that we removed Mr. phone service and honored the monthly recurring rate of $50 per month for his 500/500 Frontier FiOS internet service. The billing effective date for this change is September 12, 2019, and therefor Mr. will receive prorated credit for the price difference between what he was billed and the $50 recurring charge on his November statement.
· Frontier advises that we spoke to Mr. on October 30, 2019 to advise of the above.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I signed up for service to start on 10/02/2019. When the installer arrived at my residence he informed me that the internet speeds would be >1 mgbs. I told him that that wouldn’t be sufficient for me and to stop the order that was was cancelling service. I called customer care cancelled my service and asked for a refund for the deposit I paid. The rep said the money would be in my account within three days. It is now 10/16/2019 and I still haven’t received my refund. I’ve called two times and both times they said give them three more days.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Customer wants his refund sent out to him. Frontier has investigated the above statements and offers the following response:
Frontier spoke with Mr. on 10/16/19 and advised him that it can normally take anywhere from 7-21 business days for us to fully process the refund.
Frontier has issues the refund for Mr. deposit on 10/22/19.
Frontier has attempted to contact Mr. on 10/28/19 to confirm the refund was received however, Mr. did not pick up.
A message was left on Mr. Voicemail with contact information if he has not received the refund yet.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
The internet box they have installed on the road is damaged and whenever they send out a technician they leave without properly fixing the problem to avoid work. When I call into customer service I get transferred several times before being hung up on. They still expect me to pay the internet bill and it hasn't been working for about a month already.
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 has been out of service and the pedestal across the street is damaged and may be the problem. Mr. advises he would like credit for the time without service.
Frontier has investigated the above statements and offers the following response:
· Frontier advises Mr.’s service is now working and a new pedestal has been installed.
· Frontier advises Mr. was given a credit for the time without services and will appear on November 13, 2019 bill cycle.
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.
Internet service does not work. Frequent outages on a weekly basis. Technician has told us then equipment in our area is out of date. Send technician out and they don’t always show up. Can not get technicians to come in timely manner to fix the problem. Ongoing problem for many years. If you pull up our records you will see number ours drops in a day. All the while we are still being charged full price for our services.
Nature of
Complaint:
Internet service does not work. Frequent outages on a
weekly basis. Technician has told us then equipment in our area is out of date.
Send technician out and they don’t always show up. Cannot get technicians to
come in timely manner to fix the problem. Ongoing problem for many years. If you
pull up our records you will see number ours drops in a day. All the while we
are still being charged full price for our services.
Mr. established service on November 8, 2007.
Mr. currently bills $75/Frontier Internet with
Voice plus taxes and surcharges monthly.
He currently has Ultra Internet Plan of which offers speeds up to 13.920M/1184K.
A technician tried to resolve the speed and connection
issue on October 16, 2019. Per the
technician: all connections were
stripped and rebuilt, however, is still not authenticating. The recommendation
was to have the modem changed. A
notification attempt was sent to Mr. to have appointment rescheduled. The
ticket is still open due to “common cause” in the customer’s
environment/neighborhood. Mr.
would have to contact Frontier back for to have appointment rescheduled for further
testing.
As a courtesy, A Frontier agent adjusted Mr.’ account
for one month of Internet service/$38.79(with tax) due to outages and open
repair ticket/common cause/ The adjustment request has been approved and will
be posted immediately to the customer account.
A Frontier agent tried reaching out to Mr. to
advise and was unsuccessful. Mr.
should contact the number left on his CBR for further testing or the number
listed below.
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.
Sincerely,
S. W
This company is very disrespectful hanging up on me when trying to cancel my account. Over 40+ wait times just to be hung up on. I’m simply trying to cancel my account and they won’t do it ! Instead they hang up on you as soon as you mention the word “cancellation”
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.
Mr. advises he had a bad experience when calling Frontier.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that prior to termination, Mr. was billed and this incurred charges through the end of his billing cycle.
· Frontier spoke with Mr. and advised him of the above.
· 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 advises as a courtesy a credit has been applied to Mr.’s account.
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 sign up for frontier and the teck .come out to hook it up and said I could never have it here at my location I was to far out so I called them to send back the router and get my money back that I payed on my bill already I have called them four times since then and haven't received anything yet .what can I do?
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. indicates that Frontier did not provide a refund in a timely manner Frontier has investigated the above statements and offers the following response:
Frontier’s policy is to issue a refund 90 days from the date of service disconnection or termination. This time period is required to ensure all outstanding charges or credits are posted to the closed account. Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.
Frontier advises that Mr. requested to terminate the account on August 26, 2019
Frontier advises that a refund will be process for Mr. on October 26, 2019.
Frontier spoke to Mr. on October 16, 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.
I contacted Frontier on March 6, 2019 to request disconnecting my service. I was told that I had to keep it until the 21st of the month before Frontier would agree to disconnect. After some discussion with the representative, she put me on hold and then came back and said "okay, but the first date to disconnect would have to be March 8th," to which I agreed. The service was disconnected as agreed on the 8th, as confirmed by subsequent communications from Frontier. I did not receive another bill from Frontier for another month which showed charges through March 21st. I paid the prorated amount leaving a balance of $116.65, Since that payment I have received five demand letters from Frontier (despite my written dispute of the debt on April 23rd) and weekly postcards attempting to collect the $116.65, in addition to debt collector phone calls. Depite repeated letters (4) to Frontier, disputing the amount owed, no response was forthcoming until October 7th which did confirm service was disconnected on March 8th, but did not address my concerns regarding charges for services never received. Frontier attempts to hide behind their terms of service agreement to bill for a full month and fail to prorate, but in those terms it states "Services will be available through the end of the billing cycle for which you have been billed in advance" in an effort to collect with no proration for earlier disconnect. However, Frontier has admitted on multiple occassions, including the October 7 letter that service was infact terminated on the 8th. Frontier reported the debt to my credit scores, which was removed after disputing it to the reporting agency. Frontier has now turned the collection effort for this $116.65 to a collection agency that calls daily while I am at work. Not only are their actions deceptive, but clearly violate the debt collection practices acts.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. is disputing a bill for services from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Ms. was billed and thus incurred charges through the end of her billing cycle.
Frontier advises that as a one-time courtesy to Ms., an adjustment has been issued on the account. The account has a zero balance.
Frontier spoke to Ms. on October 22, 2019 and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
Frontiers technician failed to show up and connect service so I cancelled with them. I tried calling them about this the day of instillation but couldn't get help so I went with another company. They still billed me and continue to send bills. I have made contact with them 4 different times and was told every time the balance would be removed and the account would be closed. They still have not done this and I am now getting calls from a collection agency.
The credit was submitted and the account was pulld back from collections.
We have had ongoing issues with our internet service. Currently we are without service for over 2 weeks as is our neighbor. We are still being billed for the service. We have called multiple times, we have been given a "ticket" for the complaint. We are still without internet. We have had issues with their service for as long as we have had them, but in our area there is no other internet provider. In addition, we have a phone/internet bundle. We do not use our landline phone but when we tried to opt out of the bundle we were told that if we don't use the phone with the internet, our internet speed would be decreased. This is not ok. Already our "full" speed on a good day is only 1.6-1.9 Mbbs. Our upload speed is much slower. My wife is a nurse practitioner and has to check her charts at home frequently. All of our banking and bill paying is online. Currently we have no way to do any of this with no end in sight. We are not alone in this. Frontier being the only provider in our area feels no sense of urgency in helping us. We have no where to go with this so we are turning to you. We just want the service we are paying a very high price for. Thank you.
Nature of Complaint:
We have had ongoing issues with our internet service. Currently we are without service for over 2 weeks as is our neighbor. We are still being billed for the service. We have called multiple times, we have been given a "ticket" for the complaint. We are still without internet. We have had issues with their service for as long as we have had them, but in our area, there is no other internet provider. In addition, we have a phone/internet bundle. We do not use our landline phone but when we tried to opt out of the bundle we were told that if we don’t use the phone with the internet, our internet speed would be decreased. This is not ok. Already our "full" speed on a good day is only 1.6-1.9 Mbbs. Our upload speed is much slower. My wife is a nurse practitioner and must check her charts at home frequently. All our banking and bill paying is online. Currently we have no way to do any of this with no end in sight. We are not alone in this. Frontier being the only provider in our area feels no sense of urgency in helping us. We have nowhere to go with this, so we are turning to you. We just want the service we are paying a very high price for.
Mr. established service on September 2, 1992.
Mr. billed $42.99/DP Nationwide Unlimited Essentials, $36.99/Internet Max, $6.99/Router plus taxes and surcharges monthly.
He currently bills $15.43/Residential Line, $36.99/HSI, $3.99/Broadband Surcharge, $6.50/Interstate Access Fee, $2.50/Access Recovery Fee, $6.99/Internet Fee plus taxes monthly.
There were several repair tickets on found between June and October 2019. There is a ticket
Per Frontier records, a Frontier agent spoke with Mr. on October 11, 2019. Per the agent: *** called in because there is an outage and has been without service since 09/09 and is still out. Credited account from 09/09 to 10/11…total credit $40.59. After service is restored credit would be issued from 10/12 forward.
A Frontier agent adjusted account for one-month internet service/$36.99 due to outages and inconvenience for the month of October. The adjustment request has been approved and will be posted immediately to the customer account.
A Frontier technical support agent will be contacting Mr. within 24-48 hours to assist with outages and speed concerns. If he can’t resolve the issue, a Frontier field tech will be routed out to the premise to try to resolve.
A Frontier agent tried reaching out to Mr. to advise and was unsuccessful. If he has further questions, I can be reached at the number listed below.
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.
Sincerely,
Shabrenia W
Frontier sales reps. will promise on thing on the phone, in this case "waived installation fees" and they will indeed not be waived on you billing statement. Once this has happened, their customer service will refuse to refund these fees. All of their calls are recorded, all they have to do is listen. They're scamming people like this and driving up their fake new customer sign up numbers.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. is disputing a bill for services with Frontier Frontier has investigated the above statements and offers the following response:
Frontier advises that an adjustment to cover the installation fee has been issued on the account.
Frontier attempted to contact Mr. to advised of the above information but was unsuccessful. Frontier left voicemails and sent an email with 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID. Upon speaking to three different representatives, I was finally issued a refund. My matter is closed, but I still believe Frontier is a shady business and I have no respect for them.
Regards
On August 24, 2019 our home phone service was not operational. I called Frontier and told them our phone said "Check Line". Upon checking I was told it was on their end and no one could come out until 9-9-2019. A repair was made to the underground wire. On 9-26-2019 it went out again. I was told that it could not be fixed until 10-14-2019. No one came. I received a text on my cell phone at 5:36 pm that due to circumstances they could not come out until 10-29-2019. I explained each time that Frontier is our only contact available. Cell phones do not work in our area . It took from 5:36pm on Oct 14th to 11:30 am on 10-15 for the text message to even appear on our cell phone. *** has a pace maker which works through the Frontier line. He also has Dementia. I have NO WAY of getting help in an emergency.. I was told today again that there was nothing they could do.
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. advised that Frontier has extended wait times for repairs. Frontier has investigated the above statements and offers the following response:
Service concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.
Frontier advises that Mr.’s service was repaired on October 16, 2019.
Frontier has provided a time out of service credit to Mr.’s account.
Frontier is working on opportunities to alleviate customer frustration related to missed commitments and repairs.
Frontier offers medical escalation designation for customers providing documentation from a physician certifying a medical need for phone service. Frontier mailed the documentation requirements and process to Mr.
Frontier spoke to Mr. on October 16, 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 find that this resolution is satisfactory to me.
Regards
We had a storm which the lightning knocked out our phone (landline) and it has been a month and half and still nothing has been done. The schedule a time to come look only to cancel everytime the day comes. This is our only phone and the simply don't care. Technicians are seen sitting in there service vehicles in gas stations etc to avoid doing their job. When doing a live Chat I spoke to a Axel and he acted like we never called with outage, I then followed with I have a ticket number and suddenly he found that there was a ticket. I told him I was reporting Frontier to the FCC and Revdex.com and he said why haven't you already? REALLY this is customer service. They need to get a competitor to put these people out of business. Terrible service. so 1 1/2 months later still no service for phone or internet!
Thank you for referring the complaint of *** to our office for review. We appreciate bringing this matter to our attention.
The Complaint states that:
• Mrs. reported no dial tone & internet not wor***.
Frontier has investigated the above statements and offers the following response:
• After further review our records indicate, on September 26, 2019, Mrs. reported no dial tone & internet not wor***. Representative opened a trouble ticket with a commitment date of October 16, 2019.
• October 16, 2019, technician was dispatched and restored services.
• Issued credit for 1 month billing in the amount $97.92.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. Bradley has experienced because of the above matter.
Frontier Specialist: Kevin S Department: GM Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
on October 11th 2019 I called about my service since my contract with them was up. The rep told me that I was grandfathered in my new price would be $136 plus tax plus the rep told me she was giving me faster internet and was waiving the fee of $75 which I did not want but since she said it would cost me nothing I accepted that offer. Now my bill comes and they want $253.57 which includes that $75 that was suppose to be waived. When I called on October 13th about this bill that came I called to see why its so high and why the $75 wasn't waived like the rep told me. Now they are saying that they have no record of this and no one will help me. I been calling several times a day and every rep I speak to says they must transfer me to another rep and this just continues and I get no where after hours a day, After a few days of this I cancelled my service and still trying to get my bill corrected . My account number is ***-5. There customer service in accounting is terrible and they do not assist just transfer my calls around.
On October 11th, 2019 I called about my service since my contract with them was up. The rep told me that I was grandfathered in my new price would be $136 plus tax plus the rep told me she was giving me faster internet and was waiving the fee of $75 which I did not want but since she said it would cost me nothing I accepted that offer. Now my bill comes, and they want $253.57 which includes that $75 that was supposed to be waived. When I called on October 13th about this bill that came I called to see why it’s so high and why the $75 wasn’t waived like the rep told me. Now they are saying that they have no record of this and no one will help me. I been calling several times a day and every rep I speak to says they must transfer me to another rep and this just continues, and I get nowhere after hours a day, after a few days of this I cancelled my service and still trying to get my bill corrected. My account number is ***-5. Their customer service in accounting is terrible and they do not assist just transfer my calls around.
Mr.’s service was established on October 3, 2017.
Mr. currently bills $100/FIOS Double Play, $33/HD Receiver, $6/Wi-Fi Extender plus taxes and surcharges monthly.
Mr. was billed $75/Technician Installation Fee on the 10/4/2019 billing statement.
Per Repair Ticket #83776894: 03 Oct 2019 COMPLETED 05 Oct 2019… Tech advised he moved router added a Wi-Fi extender ran CAT5... issues with IP. Issue resolved…All set. 10/05/2019 12:03pm.
As a courtesy, a Frontier agent agreed to adjust the Installation Fee of $75 due to customer being told the fee would be waived. The adjustment request has been approved and will be posted immediately to the customer account.
Mr. will bill $33/Receivers, $6/Wi-Fi Every ware, $58.58/Extreme TV, $41.42/FIOS 150/150 Data ($139) monthly plus taxes and surcharges.
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 find that this resolution is satisfactory to me.
Regards
I have had Frontier for Internet for about 4 Months my current internet speed is 25 mbps. They are Charging $44.95 per month. I call to try to cancel my service to go with *** ( $59.99 per month for 150 mbps). I did not have anything against them, but they couldn't offer what I needed. I speak with 2-3 people within the 1st 10 minutes or so of calling. they obviously want me to stay, they didn't have the ability to cancel my service and had to transfer me to another department..... I have now been waiting on hold for over an hour to cancel my service. Because of the way they are handling this cancellation process, I will never use this company again. This company is a joke. It no wonder they have an F Revdex.com rating.
They just want to over charge charge and under deliver, and then try to frustrate you in to staying with them by not being able to cancel your service in a timely manner.
OVER CHARGED---told my bill would be $27.99 as advertised- on there add---then told4 47.99 THEN- $42.00. PER MONTH-MY BILL IS $106.48--I did not get VOICE- I did not want-told it went with it! I have BASIC talk and my own phone service! I was charged for a service I could do--my self---plug in the wall! CHARGED xtra $75.00-SERVICE CHG. TAXED--FEDERAL/PRIMARY XTRA $10.17/FEDERAL/FEDERAL RECOVERY TAX/SRCHARGE .THEN MICHIGAN TAX-state/lifetime/state telecom/Clinton county tax-relay surcharges/operational surcharges/e911 surcharge/sales tax==== $36.04 XTRA TAX---I'm am a senior citizen on a fixed income---and this is terrible to find out, my bill per month for the next 3-moths is this! This company/employees lied too me--I CALLED TWICE TO NO AVAIL! I been scam
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 advises Ms.’s service has been updated to data only. The package she subscribes to (Simply Internet 3M) is 27.99 plus router rental, taxes, and surcharges.
Frontier has issued a courtesy credit for Ms.’s account.
Frontier spoke with Ms. on October 23, 2019, and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
We have been with Frontier for over 2 years. I am shareholder too of a company and I regret I invested in a company whose employees only cheat and deceive their loyal customers.
On 7/26/2019, based on a flyer which said they were offering $34.99 for 500/500mbps service , I decided to contact Frontier customer service thru chat on their web site. Stephannie Jam was the rep on the other side and after some chat ( log preserved ) , she agreed for a pricing of $50 for at least 12 months on a 500/500 mbps service. It was confirmed multiple times with her on chat and with a subsequent followup chat with Nilgem on 7/29/2019 9 (Chat log preserved as evidence). Sept 2019 Bill and was charged 51.66 was prorated ( to reflect changes) but some how my October 2019 Bill jumped to 94.99.
Frontier was contacted 9/12/19 on phone this time to correct the charges based on their promise but was told that the Stephannie and Nilgem ( Chat reps) may have not given you the correct information and that promo was only for a month.
Frustrated, I asked her how to bring my bill back to $50 as I don't want to pay more. She suggested downgrade back to 150/150 ( Cost $50) and send the router back ( will help save $10 ). The order no. is ***. I sent the router back in a box which was shipped from them. *** tracking for return is *** I was even issued a refund of $25 as a courtesy for mishandling the case by previous 2 chat reps.
Today, 10/14/2019 my latest bill has come. The new bill is $84.99 ( for 150/150) plus Router charge of $10 = $94.99 instead of $50 which was promised by representative over the phone on 9/12/2019. Now the service has been downgraded and with no change in my billing.
Needless to say , I contacted Frontier again today ( 10/14/2019) and got the exactly same replay, that I have been misled by the previous representative and the charges for 150/150 are $84.99. It was enough for me to put the phone down and file a formal complaint.
Deceiving customers and committing false promises has become a culture for Frontier Communications. I hope some higher up is reading this and will try to resolve the issues.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. is disputing his bill for Frontier services.
Frontier has investigated the above statements and offers the following response:
Frontier advises the correct price for the package that Mr. subscribes to is $84.99 per month plus equipment, taxes and surcharges.
Frontier spoke to Mr. on October 17, 2019 advising of the above information and provided direct contact 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
"Frontier
advises the correct price for the package that Mr. subscribes
to is $84.99 per month plus equipment, taxes and surcharges."In my original complaint, it was clearly mentioned that equipment ( Router ) has been returned and going forward $10 charge should be waived. But I am sorry to say that Frontier continues to charge me for that.*** return which was initiated by Frontier thru which return was made is *** tracking for return is *** Proof of Delivery
Dear Customer,
This notice serves as proof of delivery for the shipment listed below.
Tracking Number
***
Weight
7.00 LBS
Service
*** Ground
Shipped / Billed On
09/12/2019
Delivered On
09/24/2019
10:45 A.M.
Delivered To
FORT WAYNE, IN
, US
Received By
***
Left At
Inside Delivery
Regards
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. is disputing his bill for Frontier services.
Mr. is disputing the Router fee and advises he is using his own equipment.
Frontier has investigated the above statements and offers the following response:
Frontier advises the correct price for the package that Mr. subscribes to is $84.99 per month plus equipment, taxes and surcharges.
The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Frontier cannot support or repair non-Frontier equipment. Frontier advises it has removed the router fee. However, there is no guarantee the fee will be removed as an audit could restore this fee due to the company’s new policy.
Frontier spoke to Mr. on October 31, 2019 advising of the above information and provided direct contact 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 called Frontier to get new internet service the rep advised they will be out on Thursday October 11, 2019 between 1-5 pm. The tech contacted me to advise they were having issue setting the internet up and if it couldn't be resolved today they will have a rep come out Oct 12 between
8am to12 noon we waiting and waiting no one called or came out so I called customer service and was advised the tech was running late and would be there within 30-45min that time went by no tech no call or anything so I called again to be told it has been reschedule due to them having too many other jobs and now I had to waiting until Oct 15. so at this time I was upset I had taken off 2 days for this and still no internet I asked for a supervisor and was told there was only 1 supervisor and then I was hung up on so I called back ask for a supervisor again and was told one would call me back which as of today still has not. This has been this worst customer service and the most unprofessional
Thank you for referring the complaint of
*** to our office for review. We appreciate her bringing this matter to our attention.In the complaint Ms. expressed
concern regarding missed installation appointments and the poor customer
service she has experienced. We sincerely apologize for the
inconvenience this matter has caused; as well as the lack of customer service
Ms. expressed in her complaint. Our records indicate the installation
order ***2 was competed on October 16, 2019. However, the original date scheduled was
October 11, 2019. The order shows tech
was enroute. He was able to install
Central Office (CO) jumps but was delayed working with Assignment and the
Maintenance Control Office for about two and a half hours but could not get the
blue Inet light to program the modem. The technician worked at the CO and not the customer’s premise.The ticket had to be escalated to have the
bonded circuits rebuilt. The technician
thought there would be availability to return on October 12, 2019; however, the
records indicate, “Due to unforeseen circumstances we were unable to meet all
of our appointments “. The technician returned on October 15,
2019 and indicated he was able to find two good ports, reran jumpers in CO, he
was able to program the modem on one side but was unable to complete the order. The ticket was again referred and on
October 16, 2019, the technician returned. He stated in his remarks, he completed all work, service tests good to
modem and the ticket was closed out. Frontier has made attempts to reach Ms.
*** to obtain an update on her service but have been unsuccessful. On October 21, 2019, the customer received
credit for the inconvenience and missed appointments. The total credit is $75.00 and has reduced the
account balance to $56.53.An email was forwarded to the email
address the customer provided. Again, we sincerely apologize for the
inconvenience this matter has caused. Should Ms. wish to discuss this matter further, I can be
reached at EXT 111-3143.Sincerely,Felicia TExecutive Customer RelationsFRONTIER COMMUNICATIONS