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 put my cable and internet on vacation hold on July 31st with Frontier Cable Co. I spoke with a representative and I have his name and the case number. The account was not placed on vacation hold and I have called numerous times and spent hours trying to get this settled. I get different information from each customer service person I speak to. It finally was placed on vacation hold on August 21st but I am being billed for the 21 days and can’t seem to get this resolved! I have a perfect credit score and don’t want to ruin it with a company that refuses to help resolve my issue. I am turning to you with the hope that you can help me. We sent the complaint to the dispute department but even that hasn’t worked. HELP!
Thank you for referring the complaint of Mrs.
*** to our office for review. We appreciate your bringing this
matter to our attention. According to the complaint: Mrs. states Frontier did not process her request to establish Vacation Service. Frontier has investigated the above statement
and offers the following response:Frontier records confirm the original request for Vacation Service was made prior to the eligibility date. Notes indicate Mrs. advised to call back on July 31, 2019. The account was accessed on July 31, 2019, but there was no other activity. On August 20, 2019 Mrs. called the business office to discuss her concerns. An order was processed to establish Vacation Service with a due date of August 22, 2019.As a courtesy, an adjustment in the amount of $223.55 was applied to the account for the overages. Please allow 1-2 billing cycles for the adjustment to appear. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations
We had called in and upgraded our account on july 5th and about a week later we were informed that we needed to move our system to a corporate setup for phones, internet. On july 23rd we called frontier and spoke to Lanetta at 10:55am and she said that we can switch to a month to month and can cancel the agreement before August 5th without any early termination fees
Our corporate setup a new account with Frontier for internet and made the changes that we needed to make and now we are getting billed for early termination fees when we clearly called and confirmed that there was NOT any early termination fees.
We then called in on 08/05/2019 and spoke to Maria @ Frontier and was told that there is no early termination fees and the internet was disconnected because we port out the main phone number (1080) and the remaining phone lines were disconnected ***-***. using confirmation # BO-***. she advised that there are no equipment to be returned either and we get our final bill.
account number was and pin is
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. states that they were advised there would be no early termination fees when services were canceled.
Frontier has investigated the above statements and offers the following response:
Frontier finds no evidence that Mr. was advised that there would be no early termination fees for canceling their phone and internet serv
Frontier advises a one-year agreement was started on July 5, 2019 and services were disconnected on August 2, 2019.
Frontier advises the early termination fees are valid and sustained.
Frontier spoke with Mr. on October 2, 2019 and advised the above information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Frontier Specialist: Christopher C Department: Consumer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It appears that the person who documented this is as deceiving as the person who called me yesterday. There is a clear call recording on August 2nd that the rep said there is NO TERMINATION FEES for disconnecting the account. The account was disconnected with the information given from FRONTIER. The person who called me yesterday did confirm that the frontier rep did confirm and said that there is NO TERMINATION FEES when the account was disconnected. Furthermore, frontier did say that in order to void the contract, we will have to "switch" before 08/05/2019. We did make the switch and changed providers before that date and now they are splitting hairs by saying the "switch" meant that we had to switch our rate plan and "switch" does NOT include switching providers as we were planning to do so and did so.Frontier appears to be an extreme example of a deceptive company. It is very frustrating that such companies are able to take advantage of others. The negative consequences of this will be shared on social media and review pages, not that it matters to frontier, however, others should be warned of such deceptive practices.
Regards
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. states that they were advised there would be no early termination fees when services were canceled. Frontier has investigated the above statements and offers the following response:
Frontier finds no evidence that Mr. was advised that there would be no early termination fees for canceling their phone and internet service.
Frontier advises a one-year agreement was started on July 5, 2019 and services were disconnected on August 2, 2019.
Frontier advises the early termination fees are valid and sustained.
Frontier spoke with Mr. on October 2, 2019 and advised the above information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Frontier Specialist: Christopher C Department: Consumer Relations
The only number that you can disconnect the service with them is not valid. . So what can I do?
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 would like to disconnect her Frontier service, but the only number to disconnect is not valid. Frontier has investigated the above statements and offers the following response:
Frontier advises that they have attempted to contact Ms. on several occasions, each time leaving a message with our contact information.
Frontier has not had a response from the customer as of today.
Frontier advises that the contact number is the correct number to call Frontier to disconnect her service.
Frontier is sending a call me letter to Ms. today.
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: Tami Department: Customer Relations
Telephone Number: Ext *** Fax Number:
On 9/23/19 we had a lightening strike that knocked out our power. We had a few vehicles slowing down in front of our driveway or even stopping. My husband and brother went outside to see what they we looking at. Upon further investigation the lightening strike had followed the phone line up coming out of the main junction box blowing it apart and continued to our junction box that is fastened to our house and blew the door open on that. I had called them to let them know what had happened and they told me since I had a repair order in for 9/24/19 that they would be out between 1-5 pm that day. As I was on the phone with them *** showed up and the gentleman seen the damage and asked if I had called Frontier because they need to have someone out here looking at their lines because it could be a liability on their part if someone gets hurt from the wires once they restore power. I told Frontier what the *** gentleman said and they basically said we will be out tomorrow. When it is an emergency situation like that I think they are doing wrong with putting people in possible danger without even sending someone to even look over the damage as we found out the almost all of our neighbors have no phone or internet service and one neighbor was told they wouldn’t be out til 10/03/19. So I feel if it is from storm damage the don’t care about people’s safety or anything.
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 Frontier’s main junction box got hit by lightning and needs to be repaired. Frontier has investigated the above statements and offers the following response:
Frontier has attempted to contact Ms. on several occasions to discuss the complaint, each time leaving our contact information. We have not heard back from Ms. as of today.
Frontier advises that we are sending a call me letter today to Ms..
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: Tami Department: Customer Relations
Telephone Number: 1-844-320-4445 Ext 1122543 Fax Number: 1-518-773-3717
Frontier has been billing us for a service that has not worked since May, 2019. We have made multiple calls and complaints requesting repairs. We cancelled the service in July, 2019. We have be charged and had automatic payment last made through our bank for the months of August and September. We called to get them to stop and asked for a refund without an appropriate response. I will have to pay my bank for a stop payment.
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 has been billed after multiple calls about no service and after she terminated her services.
Ms. advises she requests a refund for service that did not work.
Frontier has investigated the above statements and offers the following response: Frontier advises after reviewing the account that Ms. terminated her main access line service on July 24, 2019 that was billed through a vendor.
Frontier applied a credit adjustment to Ms.’s account for the Internet charges billed on a fictitious account that was left in service. Please allow one to two bill cycles for the refund check process.
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.
I subscribed to Frontier for phone/internet service. On 8/16/19 my phone line was cut by Frontier. I called Frontier to complain and was told someone would be out on 8/19/19 to fix it. Nobody showed up. When I called Frontier back they said it would take until 9/16/19 to get someone out to me. On 8/27/19 I cancelled my service because it did not work. I found another provider. I was billed on 8/12/19 for $161.46 for service to be received from 8/19/19 to 9/18/19. My bill included service for my *** Network account in the amount of $103.96. My internet service did not work and was cancelled before it was ever repaired. I paid Frontier $107 to cover my *** service. I later called to find out why my *** service was not paid and was told by Frontier on 9/12/19 that I stilled needed to pay $22.44 before they would pay my *** account. I paid the $22.44 that day. My *** bill was never paid by Frontier. I paid a bill sent directly from *** to me to cover my *** account. All together I paid Frontier $129.44 for service that was never provided. I have called repeatedly and nobody can fix the way their system works. I left multiple messages for Jennilee Mercado in the NY office (844-320-4445 ext 1111186) but have got no response. I had filed a previous complaint with the Revdex.com but when Jennilee Mercado found out that I had cancelled my Frontier account she gave up on resolving the issue. It is now almost October and no one can tell me when I will be getting my money back since they can't credit it to a open account.
The Complaint states that:
Mr. is disputing charges for internet issues during last billing. Mr. is disputing payment to Frontier for his *** portion of billing. Frontier has investigated the above statements and offers the following response:
Frontier advises the internet account was disconnected as per request from Mr. on August 27, 2019. Mr. was credited for internet issues.
Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle September 18, 2019
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 a one time courtesy credit was applied to the closed account. Frontier’s refund policy is to issue a refund 2 to 3 cycles from the date of service disconnection. Frontier issues refunds for disconnected residential accounts via a prepaid MASTERCARD card managed by Wirecard.
Frontier advises the Frontier Internet and *** was bundled together for the billing cycle of August 19, 2019 to September 18, 2019. Any charges after would be billed from *** as Frontier portion disconnected.
Frontier spoke with Mr. on September 25, 2019 and reviewed 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 13864122, and find that this resolution is satisfactory to me.
Regards
frontier hangs up on me when I call to complain about my phone not working properly. the online chat says I have a tech scheduled but none ever arrives. I regret being transferred from verizon. my phone doesn't work for days after it rains. I can't continue to stay at home waiting for techs that do not show up. I can't conduct business under these conditions. I pay for maintenance inside and out. btw...I keep copies of chats.
The Complaint states that:
· Mr. states that Frontier has missed scheduled repair appointments and dispatch failed to contact him when appointments were missed. He states that Frontier hangs up on him when he calls to complain that his phone is not working properly. Mr. advises that he has problems with the phone service after it rains. Mr. found his customer service experience vey unsatisfactory.
Frontier has investigated the above statements and offers the following response:
Frontier advises trouble tickets are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors. A technician went to to Mr.’s home on September 26, 2019 and repaired the phone service. Frontier issued the appropriate time out of service credit. Frontier apologizes to Mr. for his customer service experience. Frontier is working on opportunities to alleviate customer frustration related to customer support and technical service. Mr. made several constructive suggestions and we appreciate his feedback.
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 their service and a technician needs to come out to fix something. I was told by 2 people that since the technician was coming out anyway they would be able to wave the upgrade fee and I would only have to pay the difference in the monthly cost of the service for more bandwidth. I then was disconnected. When I call back and spoke with 3 different people they are unwilling to offer this again and refuse to hold to their promise. They have no escalation desk or manager to speak with or so they say. This is completely unacceptable. I spend hours on the phone with them each and every time I have any issue. Someone needs to step in and require that frontier fix their practices.
Absolute WORST Business I have ever dealt with in my long life. They are Thieve's and liar's and not to be trusted with Auto Pay Or anything at all. Ditto to all the other review's here. I have experienced it all and am also amazed at how a business like this can continue.
Before moving to a new place, I contacted Frontier for transferring cable and internet service. Customer service representative suggested that opening a new account is cheaper than transferring service with same channel line up and internet speed, so I decided to cancel the existing account and opening the new account. After moving to a new place, I found out that all channel I used to have is gone except basic channel. My husband contacted Frontier and complain about this issue, so we have all the channels back. In my bill they charge me way more than I used to pay. Non only the bill is higher than before but also I have a hard pull in my credit report. If I knew this would happen, I would transfer the service instead of opening a new account. Frontier said they don't have a good deal right now, but I believe there will a deal for new customer always.
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 that when she contacted Frontier to transfer her TV and internet services to a new address, Frontier suggested that she open a new account in order to lower her monthly rate for the same bundle package. After the services were installed at her new address, she discovered that some the channels she previously had were missing, and that there was a billing discrepancy as well. Ms. advises that she was billed an installation fee after having been told that it would be waived. Frontier has investigated the above statements and offers the following response:
Frontier advises that when the order was placed to have the services installed at the new address, Ms. was erroneously set up with a package that did not have all of her previous channels. The monthly rate for the downgraded package was less than what the customer had previously been paying, but when the package was upgraded in order to give her all of the channels back, it resulted in a higher rate that what she had been paying for services at her former address.
Frontier advises that at her former address, Ms. Lee’s monthly rate before taxes and surcharges was $92.00. After the she moved, and the correction made to the TV package, it increased to $119.99. Frontier will adjust the $22.99 difference on a monthly basis until the end of the original promotional period, which would be August 2020. This difference has already been credited on her current bill.
Frontier advises that after further review, it was confirmed that Ms. had been told that she would only have to pay $25.00 out of the total installation fee of $75.00. Frontier has credited $50.00 of that fee.
Frontier spoke with Ms. on September 26, 2019 and advised her of the above information. Frontier will follow up with Ms. once the October 2019 bill prints out to review it for accuracy, and she has direct contact information for Frontier.
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.
Were suppose get insulation of new service on 9/23 .Never did they come or call .When I called they notify me of a date of 2 days later . I have a disabled mother with no phone now nor no cable or internet service.
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 missed her installation appointment. Frontier has investigated the above statements and offers the following response: Frontier found installation was completed on September 25, 2019. Frontier has issues a $25.00 missed appointment credit for Ms.’ account.
Frontier attempted to reach Ms. to advise of the above but was unsuccessful. Frontier left a message for Ms. that included direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
I have a bill owing to this company of $156.00, due on October 2, 2019. My husband and I are both on Social Security and get paid on October 3rd by direct deposit. I called and asked the agent if we could pay in full on the morning of the 3rd. The agent said no, you will be disconnected on the 2nd and a reconnect fee of $100.00 will be added to our bill. I think this is not called for because it is less then a six hour period before we can call in and pay the bill by phone. My husband and I don't have the extra $100.00 to add to the bill. We Cannot demand Social Security to pay us any faster. All my husband and I want to do is pay the bill off with out the extra charge and obtain our current phone service with Frontier Communications. I am aware of the fact that we have made promise to pay past bills on time, but have failed to do so. I don't see why they cannot wait a few extra hours until our money is available.
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. advised she requested an extension to October 3, 2019 to pay her Frontier billing. Frontier has investigated the above statements and offers the following response:
Frontier advised there is a payment extension on her account allowing her to make her payment on October 3, 2019.
Frontier spoke with Ms. on September 27, 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 *** has experienced as a result of the above matter.
The company screwed up my initial order and needed to redo it. They SPECIFICALLY said they would not hard pull my credit for this order fix. I said ok but then within an hour I got an message from my credit monitoring that I had a new pull!!!!! I called and told them and they said they didn't know why someone told me that it wouldn't pull again. They need to be very specific with these type of things. This is a shady business practice. I would like for my second inquiry to be removed but I was told they do not do that. So I will fight it through the credit bureau if I have to but I would like them to fix it.
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 Frontier ran a second credit check on her account after assuring her that it would not be checked a second time. Frontier has investigated the above statements and offers the following response:
Frontier advises that the second credit check has been changed to a soft inquiry which is not credit affecting. Frontier processed this request on October 2, 20194; however, it can take 60-90 days for all credit agencies to update their systems to reflect the change.
Frontier advises that several attempts were made to contact Ms. to discuss this issue further but was unsuccessful speaking to her further.
Frontier has mailed Ms. a letter with direct contact information if she needs any further assistance.
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.
Was billed and sent to collections with a note on my *** credit report.I have never receive services from this company.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. was sent to collections over an account he never had with Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Mr.’s account and found that the service was never installed but not cancelled properly.
Frontier advises that a full adjustment was issued on the account and the outside collection agency will be notified and any negative reporting will be removed from Mr.s credit report.
A Frontier Representative spoke to Mr. on September 26, 2019 and advised of the above.
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.
On 08/01/2019, Frontier Communications dropped sports channel *** from the channel lineup.
I was paying for this channel as a part of the sports package.
I contacted the customer service and ask them for two options:
Reduce my monthly bill since you took away channel I was paying for, or
Give me another equivalent channel as a replacement; I asked for *** Sports, channel *** here in Garland, Texas
This is very logical to me: they took away something I was paying for so they need to give something back in return.
It is two way street, not one way street as their customer service thinks it is.
I was just offered $10 one time credit for the inconvenience caused regarding removing the channel I was paying for.
When office of the president of Frontier Communications contacted me on 08/19/2019 @ 10 am CT, they told me that per their terms & conditions that are regulated & approved by FCC, they have the right to change/remove channel from a lineup and consumer is still paying the same price on the cable bill as when that channel was part of the lineup.
Please, I need you to investigate this, because cable company cannot simply remove a channel and not adjust the price and on top of it to claim it is approved by FCC.
If I take something away from you and not compensate for it, it is called a theft.
?I am a consumer, and I do not want to be taken advantage by Frontier Communications.
I appreciate your help and time regarding this matter.
You can contact me on my mobile phone below.
Best regards,
***
Mobile:
Frontier Communications Account Number: ***-5
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
• Mr. *** advises that *** network was removed from his video package.
• Mr. *** requests to receive a monthly discount adjustment to his video package or a replacement sport’s channel to offset the loss of ***.
Frontier has investigated the above statements and offers the following response:
• Frontier advised that the *** contract expired August 1. 2019.
• Frontier advised that per Frontier’s Terms and Conditions, we reserve the right to change, re-arrange, add, delete or otherwise modify the Service at any time, with or without prior notice or liability, refunds or credits to you, including changing, rearranging or otherwise modifying our Programming packages, the channels and selections available in those packages, the Equipment, any Other Devices and any other features, products and services that we offer.
• Frontier advised that it is continually reviewing the combination of programming services that we offer. We analyze many factors including costs, viewership, flexible package placement and availability of similar programming on our lineup. After a thorough review, the decision was made to no longer carry ***.
• Frontier advised that it provided with the following options, one time $10 credit for inconvenience, add Sports Package at $9.99 per month, or upgrade to Extreme video package. Customer refused all three options.
• Frontier advised that the customer was provided with our response.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Frontier Specialist: Jack A Department: Consumer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 13861784, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
***
Also, I attached my bills. As you can see, I am paying the same amount as when the channel they removed was part of the lineup.
If you take a channel away from me and I was paying for it, how come I am paying the same price when now the channel was taken away from Frontier Communications?
If Frontier Communications do not replace BeIn Sport channel they took away and replace it with TUDN channel (channel *** in SD/1539 in HD), this complaint not only with Revdex.com, but with FCC and Texas Attorner General I filed will not be resolved.
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
• Mr. ***’s rebuttal advises that *** network was removed from his video package.
• Mr. ***’s rebuttal requests to receive a monthly discount adjustment to his video package or a replacement sport’s channel to offset the loss of ***.
Frontier has investigated the above statements and offers the following response:
• Frontier advised that the *** contract expired August 1. 2019.
• Frontier advised that per Frontier’s Terms and Conditions, we reserve the right to change, re-arrange, add, delete or otherwise modify the Service at any time, with or without prior notice or liability, refunds or credits to you, including changing, rearranging or otherwise modifying our Programming packages, the channels and selections available in those packages, the Equipment, any Other Devices and any other features, products and services that we offer.
• Frontier advised that it is continually reviewing the combination of programming services that we offer. We analyze many factors including costs, viewership, flexible package placement and availability of similar programming on our lineup. After a thorough review, the decision was made to no longer carry ***.
• Frontier advised that it provided with the following options, one time $10 credit for inconvenience, add Sports Package at $9.99 per month, or upgrade to Extreme video package. Customer refused all three options.
• Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution
• Frontier advised that the customer was provided with our response.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Frontier Specialist: Jack A Department: Consumer Relations
Frontier scheduled a tech appointment for today between 1 and 5 . I took time off of work ..around 4:00 I called to see if they were still coming they assured me I was still on the schedule. At 5:30 pm called again ..was told I was still on the tech appointment scheduled for today , when I demanded to know when they were coming Tonight the girl put me on hold and came back on the phone and advised me they are not coming but can offer me another appointment, I told them I want a guarantee that they will come .. advised they can’t guarantee me that,
. The same thing happened to me back in January with frontier when they were installing my fiber internet , twice I took time off of work and they didn’t show up to the appointments.
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
Ms. states appointment issues for internet upgrade. Frontier has investigated the above statements and offers the following response:
Frontier advises upgrade was completed on September 23, 2019.
Frontier advises a one time courtesy credit of $ 25.00 was issued that will appear on next billing.
Frontier spoke with Ms. on October 1, 2019 and reviewed 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'm requesting a refund of $919.97 from Frontier. I've paid $25.99 per month for Frontier's "Personal Multi-Device Protection Plan" which guarantees "repair or replace" of computers in the event of a power surge/lightning strike.
My house was struck by lightning in Feb. 2019 which fried my desktop computer and printer. I sent the computer to Frontier for repair. They took almost eight weeks to return it and it was still inoperable. I wrote a letter April 25, 2019 to Mr. Daniel M, Pres & CEO of Frontier requesting a refund of $919.97 for the cost of replacing my computer.
Frontier denied my request stating I had to resend the computer for a 2nd attempt to fix. I did, and when it came back a 2nd time it still did not work. Frontier continues to reimburse me - NOW they saying I am obligated to send my computer to them a THIRD time.
(Aside: I took my computer to ***'s "computer ***" and they told me the computer was "fried" and not irreparably damage.)
There is nothing online on Frontier's web page which advertises "repair and replace" of their "Secure Premier Protection Bundle" that says a customer has to give them three (3) opportunities to repair a computer. I asked them to send me a copy of any internal contract that states that. They said they would and I have yet to receive anything.
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 would like to have a refund for his damaged Laptop computer. Frontier has investigated the above statements and offers the following response:
Frontier advises Personal Multi-Device Protection Include: Coverage for multiple desktops, computers, netbooks, tablets, monitors, non-leased set top boxes (video streaming devices), eReaders, and single line/two Line telephones or telephones with caller ID Units and gaming system consoles. Coverage also includes accessories like modems, keyboards & mice, one FiOS battery and gaming controllers. Coverage for accidental damage from handling (ADH) for laptop computers, netbooks or tablets. One low monthly fee instead of a large one-time payment for repairs or replacement. Convenient in-home repair for desktop computers; pre-paid shipping to a repair depot for smaller devices (laptops, tablets, eReaders, telephones and gaming system consoles).
Frontier advises to File a Claim: Customers can call to speak directly with an agent.
Frontier has made several attempts to reach Mr. to discuss the above information, but we have been unsuccessful.
Frontier has provided direct contact information by email and voice mail, if Mr. has additional concerns.
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.
Regards,
*** [aka "***"]
I did receive a phone message from Mr. Richard V of Frontier asking me to "file a claim" with Frontier. Below is my response to his phone message:
Mr. V
Thank you for your telephone message asking me to "file a claim," with your company . . . which I already did and resulted in my filing this complaint with the Revdex.com. I filed the claim in Feb. 2019 & was told to send my computer in for repair. Approximately six (6) to eight (8) weeks later my computer was returned and was not repaired. (Aside: I had to pay $95.00 to file the claim). Frontier refused to "replace" the computer as per the "Personal Multi-Device Protection Plan" I purchased from Frontier and under your "Premiere Service Plan" and pay for monthly. Instead, I was told that I had to send it in a second time. Again,I sent it in a second time, and when it was returned to me a second time, it still did not work. Frontier refused to replace the computer for a second time and instructed me that I was required to send it in for a THIRD attempt to repair it. It was at this point that I filed my complaint with the Revdex.com requesting reimbursement for a replacement computer in the amount of $919.97. If you should require more information, or clarification please contact me via e-mail. By the way, the name "Robert" belongs to my deceased father, and my phone number is in his name. In spite of numerous requests, Frontier continues to bill me under his name. Thank you in advance.
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 would like to have a refund for his damaged Laptop computer. Frontier has investigated the above statements and offers the following response:
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution. Frontier advised Ms. it is required to send in the laptop computer to evaluate and repair the computer. Frontier advises Personal Multi-Device Protection Include: Coverage for multiple desktops, computers, netbooks, tablets, monitors, non-leased set top boxes (video streaming devices), eReaders, and single line/two Line telephones or telephones with caller ID Units and gaming system consoles. Coverage also includes accessories like modems, keyboards & mice, one FiOS battery and gaming controllers. Coverage for accidental damage from handling (ADH) for laptop computers, netbooks or tablets. One low monthly fee instead of a large one-time payment for repairs or replacement. Convenient in-home repair for desktop computers; pre-paid shipping to a repair depot for smaller devices (laptops, tablets, eReaders, telephones and gaming system consoles).
Frontier advises to File a Claim: Customers can call to speak directly with an agent.
Frontier has provided direct contact information by email and voice mail, if Mr. has additional concerns.
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.
The billing needs to be on only one account and the number to stay as it is on the phone number. The internet needs to be fix since we are already paying as if the internet was all fine and dandy. The number 2*** needs to stay as the phone being used on the account. No more not calling back and disconnecting on me when trying to iron things out.
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 would like to keep number and stop the disconnection process. Frontier has investigated the above statements and offers the following response:
Frontier advise Ms. we have cancelled the Disconnection order and we will then follow up to process an ownership change. Frontier has scheduled a follow up to review monthly service charges.
Frontier has processed a disconnection order for the new number she was provided.
Frontier has scheduled a follow up to ensure all appropriate adjustments are issued.
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.
For many months & over 60+hrs on the phone with Frontier, I've tried to have Frontier correct their billing problems. They have turned my account over to a Collection agencies & it has effected my credit scores. Frontier is extremely difficult to work with, the worst I've ever encountered in my 66 yrs on earth. On three different occasions they have promised me everything has been taken care of & no further action on my part, but I keep receiving collection notices. Both supervisors Simon S () & Tom K () have assured me everything had been credited back/taken care of, this has not happened. I'm tired of fighting this and constantly transferred from one dept to another.
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. states that he has experienced billing issues with his services from Frontier and now his account has been referred to an outside collection agency. Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr.’s account under was ported out to another service provider on April 10, 2019.
Frontier advises that Mr. was set up with a temporary number under to retain the internet and Television services when was ported from Frontier that was pending approval from Mr.; however, the order was completed in error prior to confirmation. An order was completed on April 12, 2019 to disconnect this account. Frontier advises that a statement in the amount of $164.23 was sent to Mr. for a 30-day minimum billing. Frontier advises that an adjustment in the amount of $164.23 has been applied to this closed account. A request has been sent to pull back any negative credit reporting for this account.
Records show that an order was completed on April 29, 2019 to port back to Frontier per Mr.’s request. A statement was sent to Mr. on May 1, 2019 with a balance due of $188.14 which was not paid. Mr. ported out to another service provider again on May 28, 2019. Mr. was billed an early termination fee of $200.00 plus applicable taxes and surcharges on the June 1,2019 statement for canceling his services. Frontier advises that an adjustment in the amount of $200.00 plus applicable taxes and surcharges has been applied to Mr.’s account leaving a final balance due of $188.44 for the services provided to him from April 29, 2019 to May 28, 2019. An update has been sent to the outside collection agency with the adjustment issued and balance due.
Frontier spoke to Mr. on October 18, 2019 to review this information with him.
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.
Yes, Frontier called me & as stated above. I did NOT port out my 40+ year home phone # , it must have been fraudulently done. I've spent over 60+ hours trying to work with Frontier to resolve & always passed onto to another dept. Their company is enept at resolving issues. I do not agree with any fees as I continually was shut off from their services (even with autopayment always on time). I never missed or late on a payment. I will not pay for services not rendered. .]
Regards
Thank you for referring the rebuttal complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Rebuttal Complaint states that:
Mr. states that he has experienced billing issues with his services from Frontier and now his account has been referred to an outside collection agency. Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr.’s account under was ported out to another service provider on April 10, 2019.
Frontier advises that Mr. was set up with a temporary number under to retain the internet and Television services when was ported from Frontier that was pending approval from Mr.; however, the order was completed in error prior to confirmation. An order was completed on April 12, 2019 to disconnect this account. Frontier advises that a statement in the amount of $164.23 was sent to Mr. for a 30-day minimum billing. Frontier advises that an adjustment in the amount of $164.23 has been applied to this closed account. A request has been sent to pull back any negative credit reporting for this account.
Records show that an order was completed on April 29, 2019 to port back to Frontier per Mr.’s request. A statement was sent to Mr. on May 1, 2019 with a balance due of $188.14 which was not paid. Mr. ported out to another service provider again on May 28, 2019. Mr. was billed an early termination fee of $200.00 plus applicable taxes and surcharges on the June 1,2019 statement for canceling his services. Frontier advises that an adjustment in the amount of $200.00 plus applicable taxes and surcharges has been applied to Mr.’s account leaving a final balance due of $188.44 for the services provided to him from April 29, 2019 to May 28, 2019. An update has been sent to the outside collection agency with the adjustment issued and balance due.
Frontier spoke to Mr. on October 18, 2019 to review this information with him.
Frontier stands by the original findings.
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.
My bill was increased. I was having my mail forwarded from Florida to Michigan and did not receive the bill until the 4th of April, the first day of the new billing cycle. I complained and had the services reduced. I received two emails in the next two days (FT74190784), the first one had the original charges. The second had the new service, stating the next bill would be approx. $15.79, due to the refunds on the services I declined. Both emails had the same order number. The company bills in advance, and I called on the first day of the cycle. I waited for the bill, and it did not reflect the new service, but was the original charges. I called again, and was told to wait of the bill for the correction. Got another bill with the same charges, that had been increased to over $300.00. I called again and was told that the service had been terminated. She asked if I wanted to contest the bill, and I said I did. I told her that twice. She said to wait for the final bill. A bill never came. I was turned over for collection and had no knowledge of it until I applied for a loan at my local credit union. My credit score was in the neighborhood of 810. I always am conscientious about my bills. Frontier Communicationsis extremely incompetent, or a fraud. I waited for over an hour each time I called, and each time I called I was told that the problem had been corrected. I have searched the internet for a common mailing address to send the complaint with documentation, but could find nothing. I am assuming that the service is from the closest address to my home (St. Petersburg, FL.) I got the addresses from your website
Frontier records reflect that the 04/04/19 bill increased from $178.71 to $226.09 due to a promotional credit expiring as of 04/02/19. The bill reflects new charges of $226.09 for services dated 04/04/19 – 05/03/19.
Mr. called on 04/05/19 requesting to remove TV service. A review of the call found that the agent quoted $83.99 plus taxes with a 1-year contract and a $60 Prorated Early Termination Fee. Mr. agreed to proceed with the order. An order was created to remove TV service and Computer Security as well as re-bundled the phone and internet service effective 04/05/19.
Mr. called on 04/30/19 Mr. inquire on the April bill. The agent explained that a $50 promotional credit expired on 04/02/19 which was the cause for the bill increase. He stated that he dropped TV service; returned the equipment; and should only have phone and internet. The agent explained that the changes were made after the 04/04/19 bill printed therefore he would see the changes on his 05/04/19 bill.
The 05/04/19 bill reflects a total amount due of $326.36 which includes new charges of $100.27 for phone and Internet service dated 05/04/19 – 06/03/19 as well as prorated credit for removal of TV equipment and a past due balance of $226.09 from the 04/04/19 bill.
A reminder notice was mailed on 05/07/19 advising of a past due balance of $226.09 with a final due date of 05/22/19.
Frontier received a request on 05/20/19 to port out Mr.’s number to another service provider effective 05/24/19.
The 06/04/19 bill reflects a total amount due of $381.67 which includes new charges of $55.31 for a Prorated Early Termination Fee of $50.33 plus applicable taxes and a past due balance of $326.36 from the 04/04/19 and 05/04/19 bills.
Frontier advises that there has been no payment received on the account since March 2019; therefore, the balance of $381.67 was turned over to a collection agency on 07/14/19.
Frontier advises that the balance of $381.67 is valid as FiOS Digital Voice, Internet, and TV service are not prorated per our Terms of Service.
Frontier has agreed, in this instance, to credit $155.67 for TV and Computer Security dated 04/05/19 – 05/03/19 and FiOS Digital Voice, FiOS Internet and Router dated 05/25/19 -06/03/19.
After the credits were applied to the account, the balance has been reduced from $381.67 to $226.00. No further credit is warranted.
Frontier has notified the collection agency of the credit adjustment.