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 am a small fitness studio that only needs internet. I was initially told if I got a bundle service which includes a phone the bill would be less. The first year my bill reflected so. Moving into the second year of service our bill doubled. I tried getting resolved was told it would be taken care of and was offered a new bundle at a new price of $64 before taxes and fees. I requested to have that in writing but was told they were unable to submit in writing but the bill will reflect the credits owed and the new charge. A technician was sent out to make adjustments to our service stating they were inputting a Static IP. I called Frontier right away stating that was not what I agreed to. I was told it was part of the new bundle at the price of $64 before taxes. Took their word for it. I was told by the supervisor at the time that my account has been notated and the bill will reflect so. I get a new bill of $760.62 granted I haven't paid in 2 mths because I have been waiting for my bill to have adjustments and correct monthly payment. Frontier added a phone line and a Static IP and charged me $109 before taxes. Not what I had agreed to. We are a very small fitness studio that does not need Static IP. I get on the phone once again and shockingly they show no record of the new bundle price of $64. The supervisor I spoke with Mary refused to help me except stating moving forward she can adjust my bill to $74 but again can not give me anything in writing to back up that statement. So here I am hours of my time wasted with a bill of $760.62. I have never dealt with such awful customer service. My account should have notes and from what I understand every phone call is recorded. This has been an ongoing issue since August. I have spent many hours on the phone trying to get resolved.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. states that she was offered a plan for around $65.00; however, each month she is getting charged $109 which is not what she agreed to. Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s complaint and found the incorrect package was on their account.
Frontier advises an order was placed to correct the account to the correct package price of $67.98 plus taxes and surcharges
Frontier has adjusted Ms.’s account in the amount of $300.22 for past months of incorrect billing.
Frontier spoke with Ms. on October 22, 2019 and discussed the above 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.
Frontier Specialist: Christopher C Department: Consumer Relations
I called and canceled my accounts with frontier Communications and I am still getting billed for them and now they want to take me to collections I continue to call and try to solve this issue but it;s always the same. Let me transfer you here or there no one is willing to fix this
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Ms. states that she has called and canceled my accounts with frontier Communications and I am still getting billed for them and now they want to take me to collections. Frontier has investigated the above statements and offers the following response:
Frontier’s records show that on 04/09/2019, Ms. called Frontier to cancel the account. The account was not cancelled correctly at that time. Frontier has disconnected the accounts as of 08/22/2019. Frontier issued credit for the billing from 04/09/2019- 08/22/2019. The credit will generate on the next billing cycle in the amount of $128.54 on account btn: *** and $42.96 on account btn: ***. Frontier spoke with Ms. to advise the account is completely closed and the balance on the accounts are $0.00.
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: Brenda B Department: Consumer Relations
over 3 weeks ago,went to their local office to resolve issues with auto billing. Representative entered SSN# and Credit card number wrong. Received non-payment notice and tried to resolve at office. Resolved X2 over the customer service line. Sign in window said return next Monday. THREE weeks later, sign removed and store still closed. Called Frontier. Told store closed for renovation. Looked inside windows and inspected outside of building they share with local bank. Representative LIED !! The inside shows no sign of work, just looks like they closed door and split. Worried that customer information compromised by unethical employees. Told by Frontier to purchase their credit-motoring service. I have ***. While at store people kept appearing to conduct business, but there is NO INFORMATION posted on if or when it will reopen. Fear that employees have Flown The Coop! Informed Frontier of this. Very poor feedback. Issues not resolved and response from Frontier is worth NOTHING.
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 went to a local office and, it just has a sign that says closed. Customer wants to know what is going on with that store Frontier has investigated the above statements and offers the following response:
Frontier Spoke with Mr. via phone. Frontier shows the local store still opened from Monday – Friday 9:00 am – 5:00 pm. Frontier has also provided the local stores phone number in which Mr. can call during operating hours. Any information regarding local stores can be found by going to www.frontier.com and going to the very bottom of the page and click on store locator.
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.
Switching from ***/*** to Frontier due to a promotional offer that was not honored with Frontier Communications has been the worst nightmare. The bil***g was incorrect and the promotional amazon.com gift certificate needed additional reminders along with more than five Revdex.com complaints and FTC complaints in order to resolve the situation. I am deeply frustrated that cancellation of Frontier internet services does not cease right away unlike other carriers and unreasonable and unfair bil***g is still required for the additional month. I would like Frontier to waive the remaining balance of $48.00 to compensate for all the work I put in as if I was a Frontier employee. A FTC complaint will also be filed.
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:
Mrs. states original promotional offer by Frontier was not honored. Mrs. would like final balance on account of $49.98 credited due to frustration.
Frontier has investigated the above statements and offers the following response:
Frontier records display Mrs ***’s rate was honored for the full two year contract term, monthly statement were adjusted. Upon further review of the $49.98 balance Mrs. sent payment of $127.40 on June 13, 2019 which was an overpayment as she would have only owed the balance forward of $35.47 and new charges of $65.96. However this payment resulted in a credit balance of $25.97 which went forward onto her August 2, 2019 statement which she then made a payment of $65.96 that was not necessary. This left a balance forward of $39.99 which should have been a credit along with the $9.99 broadband disconnect fee. Based on this information I have submitted a request to credit the $49.98.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs. has experienced as a result of the above matter.
I signed up for Frontier Internet service, I told them I was not going to be at home and they wanted to do a cold install and meet me with the modem box, which I did. When I arrived home, the internet did not work. I called 5 times that evening to Frontier and they kept switching me back and forth with tech support and customer service to try and find the problem. The last time they switched me, customer service was closed and it hung up. I called 4 more times the following day and tech support suggested options to restart the modem, which did not work. They said they were making a ticket and a tech support would come to the house. No one ever came to the house. I called customer service again and they sent me back to tech support. I then told them to disconnect the service as I would not be home for the next 2 weeks. When I tried to restart the service, I was told I would have to pay another installation fee, even though the first time I never had any services.
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. agreed to self-installation of her Frontier Communications internet service on 9/23/19. After multiple calls to Technical Support, we were unsuccessful in activating the service. Ms. states due to her leaving town for two weeks, chose to disconnect the service on 9/25/19 rather than to continue to work with our Technical Support to resolve the issue. Ms. is disputing fees billed for the installation and service. Frontier has investigated the above statements and offers the following response:
Frontier documentation confirms Ms.’s was to have a Field Technician install service but due to her schedule a self-installation was attempted. A Frontier Customer Service Rep had spoken with Ms. on 10/8/19. The installation fee of $75.00 and Delivery & Handling fee of $9.99 had been issued and applied to the account. Frontier has determined service was not provided and has issued an adjustment of $37.40 for Frontier Internet Service, effectively bringing balance to $0.00. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not see why I have to pay for installation when it was not properly installed. I contacted tech support as suggested by them which did not resolve any issues. They are only open on weekdays during work hours and they give a block of time to await a tech. However I was told by tech support a ticket for a tech to come was made and found out the following day that it was never created.
I would like to either clear all service and installation fees or they can try to re install the service at no charge to me.
Regards
Thank you for referring the additional concerns of Ms. to our office for review.
The additional concerns state:
Ms. does not feel she should have to pay for the installation on the closed account ***
Frontier has reviewed these additional concerns and offers the following response:
As previously stated, the balance on Ms.’s account has been removed as of 10/10/19, she has a zero balance.
Frontier has reviewed these additional remarks and the company’s position has not changed
Sincerely,
Frontier Customer Relations
I am a former customer of Frontier Communications. For a period of nearly 2 months, I had no home phone or internet service. I made numerous attempts to Frontier to report the service outage in order to schedule repair. Frontier did NOT make this happen. After the 2 month period of no service, I called and cancelled my frontier service. I was told that I would not be held accountable for the charges during that period. If there were any charges after the adjustment was made for the outage period, I would then receive a bill. I never received a bill of any type from Frontier Communications. I received a letter on September 30 from *** of Connecticut where Frontier Communications had turned me in to collections for non-payment. Again, I was assured by Frontier that I would NOT be held accountable for these charges because the service was not provided.
During the time period that I was requesting immediate repair of my services, the employees I spoke to were rude. I was transferred numerous times during each call and put on hold for an extended amount of time. The calls were repeated several times. The duration of the calls, which resulted in no improvement in my services, were extremely long and non-productive.
I received a call on a Sunday morning more than 1 week after I had cancelled my services with Frontier Communications stating that he was the repair man and would be out shortly to fix my problem. I instructed him that I was no longer a Frontier Customer and thank you for his time.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Ms. states that her Frontier Phone and Internet service did not work for 2 months. She states that she attempted to have the services repaired, but Frontier failed to make repairs to restore her services. Now Frontier has sent the final balance to an Outside Collection Agency.
Ms. is requesting to have the full remaining balance credited and any negative credit report to be removed.
Frontier has investigated the above statements and offers the following response:
Frontier records show that Ms. was originally subscribed to Frontier’s Digital Phone Unlimited phone package along with Broadband Max (up to 6 Mbps.).
Frontier records show that on May 14, 2019, Ms. contacted Frontier to advise that she was experiencing frequent disconnects and she also requested to have the Phone service disconnected. A repair ticket was issue along with an order to remove the Phone service as requested.
Frontier records show that Ms. contacted Frontier on May 28, 2019 to advise that she had no dial tone and no Internet service.
Frontier records show that a technician was dispatched to Ms.’s location on June 11, 2019. The technician found no problem with the Internet service and determined that the Phone service had been removed from the account.
Frontier records show that Ms. contacted Frontier on June 14, 2019 to report no dial tone.
Frontier records show that Ms. contacted Frontier on June 21, 2019 and requested to have her account disconnected. A disconnect order was issued the same day.
Frontier advises that the Collections team has conducted thorough account review and denied the pending credits on the account. The requested credits were denied due to Internet usage.
Frontier records show that Ms. used 41,090 minutes of Internet in April 2019, 38,985 in May 2019 and 3,903 minutes in June.
Frontier advises that the final account balance is valid and that no credits are warranted.
We regret any inconvenience that *** may have experienced as a result of the above matter.
Internet was disrupted by Frontier since 10/3/19. Their fault. I didn't change any services. Called customer service 4 times. Told service would be fixed within 48 hours. Should have been 10/6/19. No service. Called back and told needed a service call but not until 10/12/19. Being lied to consistently about service and having to be down for 11 days potentially is uncalled for. Having to use personal data on cell phones to conduct business and daily household bill pay etc.
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. states that he continued to experience an Internet service outage.
Mr. stated that when he contacted Frontier regarding the outage, he was advised that a technician would be dispatched out within 48 hours. Now he is being told that a technician cannot come until 10/12/19.
Mr. is requesting that Frontier make the needed repairs as soon as possible.
Frontier has investigated the above statements and offers the following response:
Frontier records show that Mr. contacted Frontier on October 4, 2019 to notify that he was experiencing an Internet outage. Frontier issues a repair ticket the same day. The repair ticket was originally scheduled for October 7, 2019.
Frontier records show that the schedule date of the repair ticket was moved from October 7, 2019 to October 12, 2019.
Frontier records show that a Frontier technician was dispatched to Mr.’s location on October 12, 2019. The technician corrected the programming to restore properly working Internet service. Once the repair was completed, the technician confirmed properly working Internet service.
Frontier has issued all needed out of service credits.
We regret any inconvenience that *** may have experienced as a result of the above matter.
ON 8/6/19 I CANCELLED MY FIOS INTERNET SERVICE AS MY HUSBAND SIGNED UP FOR IT IN HIS NAME WITH A NEW PROMOTION THEY SAID I WA NOT ELIGIBLE FOR. MY BILL CYCLE RUNS FROM 7/19-8/18. I NEVER RECEIVED A FINAL BILL, JUST ONE THAT SAID I OWED $56.98. MY REGULAR BILL WAS ONLY $46.99 SO I WAS WAITING FOR A FINAL ONE. I CALLED ABOUT IT ONCE BUT WASN'T GIVEN ANY REAL ANSWERS. ON 10/7 UI RECEIVED A COLLECTION NOTICE FROM AN OUTSIDE AGENCY. I SPENT ALMOST 2 HOURS ON THE PHONE LAST NIGHT WITH FRONTIER ASKING WHY I NEVER GOT A FINAL BILL. AS I USED ONLY 18 DAYS I SHOULD HAVE GOT A 12 DAY PRORATED CREDIT. INSTEAD I WAS BILLED FOR 30 DAYS PLUS A $10 CANCELLATION CHARGE. I DID NOT HAVE A CONTRACT OR EARLY TERMINATION FEE SO SHOULD NOT HAVE BEEN CHARGED. THE REP I SPOKE TO WOULD NOT CREDIT ANYTHING. I NEED THE $9.99 CANCELLATION FEE AND THE $18.79 PRORATED CREDIT OWED ME ISSUED AS WELL AS REMOVING THE COLLECTION NOTICE AND CLEARING UP ANY ISSUES THAT MAY HURT MY CREDIT STANDING.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our attention.
The Complaint states that:
*** states she cancelled her FIOS Internet service as her husband signed up for it in his name with a new promotion they said she was not eligible for. *** states her bill cycle runs from July 19, 2019 until August 18, 2019.*** states she never received a final bill and received a collection notice.*** states she should have received a prorated final bill and she doesn’t understand why she was also billed a $9.99 cancellation fee.
Frontier has investigated the above statements and offers the following response:
· Frontier spoke to Mr. on October 15, 2019 and informed him that the $9.99 broadband processing fee is charged for all broadband internet disconnects to cover the cost of processing the disconnection of service at the central office or a remote facility.
· Frontier informed Mr. that Frontier no longer prorates a final bill. Frontier bills for the entire bill cycle. A notice went out on customers billing statements in 2017 to inform them that this policy had changed.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. & Mrs. *** may have experienced as a result of the above matter.
Frontier Specialist: Kelly E Department: Executive 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 have previously listed everything. I canceled without a contract or early termination fee and was charged a disconnect fee and was charged for 30 days when I used 18. Frontier claims they advised customers in 2017 that they would charge everyone who disconnected a fee and no longer would issue prorated credit for unused days. How can you just arbitrarily change things without customer consent. So after I cancel can they bill me a year from now and say they increased their fees and prices? It is nonsense and if not illegal should be
Regards
Frontier Communications
Thank you for referring the rebuttal of Mr. & Mrs. *** to our office for review. We appreciate them bringing this matter to our attention.
The rebuttal states that:
Mr. & Mrs. *** state they have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve their complaint. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Mr. *** on October 22, 2019 and informed him that the $9.99 broadband processing fee is charged for all broadband internet disconnects to cover the cost of processing the disconnection of service at the central office or a remote facility.
Frontier informed Mr. *** that Frontier no longer prorates a final bill. Frontier bills for the entire bill cycle. A notice went out on customers billing statements in 2017 to inform them that this policy had changed. His notice was on his June 2017 bill.
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 Mr. & Mrs. *** may have experienced as a result of the above matter.
Frontier Specialist: Kelly E Department: Executive Relations
I have had horrible service from Frontier for over 4 years now, finally my service no longer worked, So went with another company. There was no contract extension or anything. I called their customer service over a month ago, Sept 6 2019 to cancel my service, not only did they ignored my request, they are charging me for "early termination fee" and are continuing to bill me. Calling them does not good. I truly wish this company can resolve this issue and I will not keep paying for services that I no longer have.
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 she was charged after she terminated Frontier service.
Ms. advises she had no service in August and requested to remove service on September 6, 2019.
Frontier has investigated the above statements and offers the following response:
Frontier applied a credit adjustment for the time out of service to Ms.’s account.
Frontier advises that Ms.’s primary Internet account was terminated on September 13, 2019. Frontier advises Ms.’s secondary Internet account was left in service.
Frontier advises both accounts have been terminated effective back to September 13, 2019.
Frontier communicated the above 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.
Prior to cancelling my tv service with Frontier, I spoke to a customer service representative inquiring about the pro-rated cost of my existing bill (because Frontier bills out a month ahead, and I was cancelling my tv 6 days into that billing cycle). At that time, I was given the scenario (by the customer service representative) of moving out of a rented house on the 15th of a month...you would still owe the full rent on the 1st, then would be reimbursed later for the days you were not there. I verified that if I paid the existing bill, I would in fact receive a pro-rated credit on the following bill, and was told that was correct. This was in June. Now, several billing cycles later, I have yet to receive a credit, despite numerous phone calls to Frontier, one even promising that she would push my credit through and it would be posted to my account by the end of the business day. The last person I spoke with is now stating that due to the terms and conditions of the contract, I will not be receiving partial credit for that month. I would have never cancelled my service 6 days into the billing cycle if I was initially given this information. I was misled by 4-5 different customer service representatives stating that I was due the credit, and it was not until the last call I was told otherwise.
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
Ms. is disputing billing for TV service after removal from account bundle. 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.
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 applied a one time courtesy credit that will appear on the next billing statement.
Frontier was unsuccessful in reaching Ms. to review the above.
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.
I received my monthly statement from Frontier for August which was much higher than usual. I called customer service to inquire about why this bill had been raised. They informed me that there was a number of 411 calls made from my home phone line. I let them know that I had not made these calls, and on top of this, the sheriff had phoned me to let me know they had also received calls from my home phone. The CSR told me they would take care of the charges and get me over to tech support. Tech support told me they have never heard of such thing and there was nothing they could do. I never received a modified bill without the extra charges.
Fast forward to this months bill. It was more than double my average monthly bill. I proceeded to call customer service again and they informed me that there were over 100 dollars in charges for 411 calls. I let them know once again, there is an issue with the line and I have made no such calls. They offered no support, would not transfer me to a supervisor, and said the charges were DECLINED to be refunded on the last bill. I am stuck in a contract with a company that is charging me for services that I am not using. I also pay for security on the account which doesn't seem to be getting me anything at all! On top of this, when anyone calls my home phone, it rings once and goes straight to static.
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 after dispatching a technician to inspect the lines, Frontier has issued an adjustment on Mr.’s account.
Frontier spoke to Mr. on October 15, 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 they have promised an acceptable solution. It is said that there will be a $153 adjustment by the time my next bill arrives, and a technician worked on the equipment. If the adjustment is not put into place as promised, I will try again to contact the business directly before opening another ticket. Regards
The representative told me if I was to upgrade my internet that they would waive the $75.00 installation fee. This month, I get a bill for $75 the installation fee. So I call 3 times and no one sees where the fee will be waived. So they say tell me they could escalate it and pull the phone call and a representative will call me back. No representative has called me and it has been escalated twice. The mast rep said the previous escalation wasn’t done correctly but still not phone call on either escalations. Seems like this is a complete bait and switch.
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 service from Frontier Frontier has investigated the above statements and offers the following response:
Frontier advises that an adjustment has been issued on the account to cover the installation charge.
Frontier spoke to Mr. on October 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.
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 requested internet and phone service from Frontier. They sent me equipment to do my own connection. They neglected to send all the necessary equipment and my service was due to start. I called and asked if I could cancel the service without incurring a $240 charge for not keeping it for 2 years as agreed, since I never got it up and going. They said yes and said they would send me a box to return their equipment. Before I received the box, I received another piece of equipment. When I received the box I returned all the equipment they had sent. I thought that was the end of it. But I received a bill for $72.60 for the service that I had never received. I called them and a rep said she could not "fix it" on her own but would "bump it up to my supervisor." When I didn't hear from them for awhile I thought it was settled. Then I received a threat that it would be sent to a collection agency if I didn't immediately submit the $72,60. I called them again and a rep said that he credited my account but that it would take up to 2 days to post. That was a week ago. (I called them 4 days later and their automated system still reported the amount due.) Today I again received a bill for $72.60. I do not feel I owe them as I never had their service-not for one minute-because they did not send me the proper equipment.
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 she was charged after she terminated Frontier service.
Frontier has investigated the above statements and offers the following response:
Frontier applied a credit adjustment in full to Ms.’s account to resolve service.
Frontier communicated the above 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.
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
A new bill was generated for the customer after cancellation of service. Frontier refused to cancel bill for unused service.
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:
Mr. states a new statement generated after he terminated services.
Frontier has investigated the above statements and offers the following response:
Frontier records indicate Mr. did call back on September 24.2019 to terminate services and made a payment of $39.99 which paid him up until the end of his bill cycle on September 27, 2019. The September 28, 2019 bill should have been the closing statement. Based on this I have issued an adjustment for the $44.99 balance. Please however be advised Frontier does charge a $9.99 broadband disconnect fee which will reflect on the closing statement on October 28, 2019.
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 I would be more than happy to pay the $9.99 disconnect fee, there has been NO change in the bill issued 9/28. The total bill remains $44.99. So far there has been no adjustment or resolution made by Frontier.
Regards
Thank you for your response.
The Complaint states that:
Mr. states the balance on the account still remains as $44.99 that no credits have been issued to the account.
Frontier has investigated the above statements and offers the following response:
Frontier records indicate a $45 credit has been issued to the account leaving a credit balance of $0.01. This will reflect on your closing statement on 10/28/2019 along with the broadband disconnect fee.
Again 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
I had services installed Friday October 4 the very next day I had technical issues I spent over 90 minutes on the phone with them trying to fix it to no avail. Finally they say they will send a technician on Monday. So 2 days with no service! I call on Monday because I haven’t heard from them and didn’t know what time I need to be home. Then again they have massive confusion about my account and phone number and address a repeat of what I went through on Saturday. Well at the end they say they can’t do much and I just need to wait and see when they call me. Because they don’t have control of that department. Very frustrating because they disconnected my other services even though I must continue to pay it because they do not pro rate. So I’m paying for 2 services but have nothing is working
after spending 3.5 hours on the phone with 5 different people it was insisted to me that they could provide internet service to my area. I even got a callback from them for setting up the appointment to install. THEY TOOK ALL OF MY CREDIT INFORMATION, SS#, BANK # SO THEY COULD FIRST DO A CREDIT CHECK. After all of that, they now say that they cannot service this area. I have a great concern that I am going to have my credit information STOLEN and used by them or someone that works there.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises Frontier took all of her credit information to start a new service, and could not provide service.
Frontier has investigated the above statements and offers the following response:
· Frontier found Ms.’s address is not with in Frontier service area. Frontier advised due to a system error we received a false reading for available service.
· Frontier advises we do not keep any credit information on file after cancelling an order.
· Frontier spoke with Ms. on October 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 Click here to enter text. has experienced as a result of the above matter.
On 9/6, we contacted Frontier to cancel out account because after our previous plan had expired, our monthly fees went from $249.60 per month to $412.86. We ended up signing up for a new plan for 1 year at a month rate of $225 plus $75 upgrade charge paid over 3 months. We were told that our September bill would be prorated since we signed up for the new plan. Frontier is claiming that because they could not come out to do the change the connect at their hub until 9/16, that we're responsible for the old rate from 9/6 through 9/16. They have not adjusted the September charge of $412.86 and instead have just added it onto October's bill. The way the charges are reflected, we are being over charged for our service in September. We have an email from our order that confirms that our bill should be $218.24. The have refused to acknowledge any of this and have place our account in collections. Their online chat tells us to call their 8101 number but when we do, it sends us directly to collections and we cannot talk with Customer Service. The Collections department says they cannot help us and tells us to call the same 8101 number. We would love to pay our bill but only for the correct amounts. We're asking Frontier to correct our September invoice to account for the new plan we signed up for on 9/6.
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 from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr. accepted an offer to upgrade his internet service and for a new promotional bundle price on September 6, 2019.
Frontier advises that the services did not take effect until September 16, 2019 since a technician visit was required to complete the upgrade for the internet.
Frontier advises that the charges on the bill are correct since the charges were prorated to the day the new services started.
Frontier advises that a one-time adjustment has been provided to the account as a courtesy to Mr..
Frontier attempted to contact Mr. but was unsuccessful. Frontier left voicemails 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.
This email serves as written notification pertaining to the account number of : ***-5.This account has been included in bankruptcy proceedings filed 10/4/2019. Please see attached documents to update all account information pertaining to this account.
We have been attempting to resolve the balance to no avail as the owner has been on active duty military service since February 12 2019 of this year and recently returned in August 2019 as being delayed to return home due to requiring medical clearance in order to be release from service. There was a dispute submitted for the balance in which was denied. We would like to continue service with Frontier as there are NO OTHER carriers in the area that we can utilize due to FRONTIER being the only carrier authorized in the area.
Under the SCRA military service members have special protections and provisions allotted by federal law that prohibits adverse action against credit balances owed while on active duty and affords opportunities in addition to relief efforts as it relates to debt collection which includes Bankruptcy protection in order to resolve debt collection related matters.
Please note that the balance on the account $2889.50 has been included in the bankruptcy proceeding as we also placed the account on hold with the collections department as of 10/7/2019 so that services will not be disconnected or terminated as we are expecting to pay the balance due of $289 on October 28, 2019 and have the services restructured for new package offerings as this was not afforded to us initially. the bill should be around $250 per month not $439 each month and has forced us into bankruptcy in order to prevent our services from being disconnected to cure balance.
Please let us know the necessary documentation required in order to resolve this matter and cure this account BK number is *** Respectfully Submitted
Thank you for referring the complaint of
***-*** to our office for review. We appreciate Ms.-***
bringing this matter to our attention.
The Complaint states that:
Ms.-*** states that she has a billing dispute with
Frontier and should be protected under the SCRA provisioned for military
service members.
Frontier has investigated the above
statements and offers the following response:
Frontier advises this is a business account
and the SCRA does not apply.
Frontier reviewed Ms.-***
account and found she was advised the billing would be differed while she was
deployed however the charges would continue to accrue. Frontier advises the
current balance is correct and no additional credits are due.
Frontier spoke with Ms.-***
on October 29, 2019 and advised of the above information. Ms.-***
has been unavailable during business hours to discuss the matter further.
We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms.-***
has experienced as a result of the above matter.
In July I called frontier to change my internet plan. My current 2 year contract was up in August of 2019. When I spoke to a representative that told me I couldn’t keep my current bill because that was a new customer promotion. He then told me I can get a 40$ plan and go up from 25 to 45 mega bites. He told me my bill would be $45.00 and some change. Well on 8/12/19 I authorize frontier to debit $45.16 out of my account for my payment. On 8/13/19 I noticed 2 payment taken out of my bank account. I called my bank to file an ACH dispute. They were able to retrieve one amount of $45.16 back. I thought this was settled. I got my bill in August and it stated I owed 87 dollars and change. I called in August September area explained the situation was guaranteed a call back by Jane. She never called me back. I spoke with Nadia on 10/7/19 and she transferred me to Ureka. Ureka gave me an attitude when I asked for the call to be pulled and listened to and that I wanted a manager call back. They are trying to tell me my bill now $68.00 a month. This is awful for a business to run this way. I signed up with this plan in July being told it was a 2 year contract. I’m being told today 10/7/19 that my contract ended in August 2019 . How is that possible?! I just signed on to a new 2 year contract.
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 dispute with Frontier.Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued several corrective adjustments.
Frontier has set a follow up to ensure next bill accuracy.
Frontier has provided direct contact information if Ms. has additional concerns.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
I called Frontier to cancel service back in February 2019 but they continued to bill me and say that I owe them money. When I called to question them they could not find any notes regarding my call of cancellation. I have been on the phone with them at least 2 times a month as I was told that they were checking on things and to call back. Today, a representative said that she could indeed see where I had called with the cancellation request. In the meantime they have sent my account to collections for non payment. I have been on the phone with them at least a couple times each month since then trying to get things straightened out. Every time they kept telling me that they needed to research the issue and to call back in a few weeks, which I have done. However, on Saturday, I received a notice from a collection agency. They continued to bill me after I called and cancelled my service and have marred my perfect credit with their mistake. I have all the paperwork and notes I made of my conversations with them. I would be happy to see someone in person with my files if it will help to this resolved.
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 service from Frontier Frontier has investigated the above statements and offers the following response:
Frontier’s records show that on March 5, 2019 Mr. spoke to Frontier and advised that he was porting out his telephone number to another provider. Since Mr. was porting his telephone number, no disconnect order was issued since the account must be active in order to complete a port out request.
Frontier advises that a port out request was never received from another provider, and Mr. did not contact Frontier to request to disconnect the account after he did not port out the telephone number.
Frontier advises that Mr.’s account was suspended for nonpayment and then disconnected.
Frontier advises that the charges on the account are valid.
Frontier spoke to Mr. on October 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.