Frontier Communications Reviews (4127)
View Photos
Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
Phone: |
Show more...
|
Web: |
|
Add contact information for Frontier Communications
Add new contacts
ADVERTISEMENT
Frontier did 4 no-call/no-shows to install my WiFi
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. advises Frontier missed install appointments with no calls to notify.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the missed commitments experienced by Mr..
Frontier has applied a missed commitment credit to Mr. account.
Frontier communicated the above information via phone message on September 20, 2019 and provided direct contact information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
I started my service on Dec of 2018 and at the time Frontier was offering a promotion of $40 for internet service and a month to month plan which they advertise was a no contract promotion. My account then goes into collections for non payment but I made a payment of $177.55 to get my services reinstated. Frontier representative took my card information and stated they would have to create a new account with my old information. I was not told there would be an another installation fee and my bill would now be $66 instead of my old promotional pricing. I paid $155 for another install fee. The customer service rep assured me all the information would stay the same. I attempt to log in online and through their phone app to make a payment and cannot log in. After an hour and a half one of the managers found out all of my information was incorrect including the last four digits of my social, my phone number, and my birthday. I could not understand how they got all my information incorrect when it was correct in the first place back when I signed up in Dec. of 2018.
Now calling their customer service number spoke with a representative to cancel my service and turns out I would have to pay a cancellation fee of $188. On top of that, he representative stated they have no record of my payment when my services got disconnected. So on top of my bill now being hire then when I signed up I had to pay an installation fee and a termination fee along with a payment they have no record of for a total of $520 which I was not informed of.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he has billing discrepancy with Frontier. Mr. advises he agreed to internet at $40.00 per month. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Mr. on September 23, 2019.
Frontier has reviewed current internet promotion and the Internet was billing at the correct rate of $39.99 plus equipment, taxes and surcharges.
Frontier confirmed all products and charges were correct.
Frontier has provided direct contact information 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,
***
The issue was not only the 40 dollars a month discrepancy but I was build twice for two installations charges which the technician stated himself he did not do any work at my residence and also the agreement when I first signed up back in Dec of 2018 as it was a no contract. I am being charged for two installations fees and a termination fee.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he has billing discrepancy with Frontier. Mr. advises he agreed to internet at $40.00 per month. 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 spoke to Mr. on September 30, 2019.
Frontier advises all promotions and charges are correct. Frontier advised Mr. had several missed payments, late fees, a re-connection charges. All products were priced correctly and each bill displayed promotion expiration date.
Frontier advises no adjustments needed. Current charges due are valid.
Frontier has provided direct contact information 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.
I cancelled my Frontier Communications internet service before the 16th of August. My service was disconnected instantaniously and have I STILL been billed for 8/27-9/26. I'm being billed without recieving any goods or services. I've called quite a few times to insure my fees were in order and consistantly got nowhere with the customer service who kept transferring me to other reps who not only knew nothing about what's going on with my account but did absolutely nothing to fix ANY of my problems. Ultimately they're trying to make me pay for service during 8/27 -9/26 when I cancelled my account on 7/16. I've filed a dispute, no one followed up with me and I'm at my limit with their customer service lines. They said wait 48 hours and I waited a whole week with no response nor change to my account.
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. stated he
was billed after disconnection.Frontier
has investigated the above statements and offers the following response:A service order to
disconnect the service was generated with the customer called us on August
3, 2019.On October 2, 2019 we
issued an adjustment to zero out the account.We have called and
left a message for the customer with the above information and our direct
contact information. Frontier
apologizes for any inconvenience the above matter caused. We trust that this
information will assist you in closing this complaint.Sincerely,Sandi
B.Frontier
Communications
First of two: I bought a house on March 1, 2019. I called Frontier ahead of time to have service switched over and cancelled at my apartment by March 22, 2019. A couple months later I received a bill for the old account addressed to my old address that was forwarded, the service had not been cancelled. I called frontier and explained the situation, I was told the account was never closed in the system, but it was now and I was not liable for the bill. I received a confirmation number for the cancellation #***. Another month goes by and I receive a disconnection letter for the same account and notice that I would be sent to collections if I didnt pay. I spoke with over 5 people at Frontier and I was told that there were no notes in my file indicating the previous conversations or attempts to cancel the old account. I was sent to the dispute department, where I filed a dispute that took over 15 minutes to do. I was then transferred to the collections department to put a hold on the late bill until the dispute was final and the employee in that department told me there was no dispute filed on my account even though I had just did it.
Second Problem: While on the phone with the above issue, I was told that I could upgrade my internet speed for the exact same price I had. I asked the employee if there would be any additional fees to do this, she said none. A month later, I receive a bill from Frontier charging me $75 for an installation fee. I called and asked about it and I was told there was nothing to be done about that fee. I informed her that a technician never came to my house, to my knowledge. She said they dont always need access to inside the house.
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. stated her old
account was not disconnected. Frontier
has investigated the above statements and offers the following response:A service order, *** was issued incorrectly to disconnect customer’s old account.On October 4, 2019 we
issued (3) credits to the customer’s account which will post in 1-3
billing cycles.We have called the
customer and left a message with the above information along with our
direct contact information.Frontier
apologizes for any inconvenience the above matter caused. We trust that this
information will assist you in closing this complaint.Sincerely,Sandi
B.Frontier
Communications
I have been a customer of frontier for years. I started paying $30 a month for "6mbps" internet which is nowhere near that fast & spotty at best. Anyway I've noticed my bill continuelly increasing, now $60/month. I talked to a rep last year who guaranteed me that my price would never exceed $45/month. Anyway I saved the chat stream/ have proof frontier straight up lied to me! Con artists all of them, not a way to do business.
The Complaint states that:
Mr. is disputing charges for his Frontier internet service. Frontier has investigated the above statements and offers the following response:
Frontier advises that we apologize for the inconvenience this issue is caused.
Frontier advises that Mr. contacted us regarding the rate for his Broadband Max service, and we provided him with a $10 discount valid through September 2020. This is the lowest rate available for Broadband Max.
Frontier also advises that the available Internet speed depends on the distance from Frontier’s closest facilities. Mr.’s location is over 17,000 from the nearest Frontier facilities. Frontier is providing the fastest Internet speed that it can provide at this location at this time.
Frontier advises that we spoke to Mr. on September 18, 2019 to advise of the above.
Check the phone records a 62 dollar credit was promised to me and the customer service reps Stacy and Tony said they would not honor it and said there was no body above them to help. They stole from me.
The Complaint states that:
Ms. advises that she is disputing her Frontier charges. Frontier has investigated the above statements and offers the following response:
Frontier advises that we apologize for the inconvenience this issue is caused.
Frontier advises that Ms. contacted us to cancel her service on June 24, 2019. At that time her cancellation was set for the end of her bill cycle and Ms. agreed to keep service until that time.
Ms.’s bill cycle is June 20, 2019 – July 19, 2019. Ms.s payment made on July 14, 2019 of $51.03 paid that period of time that services were provided.
Frontier advises that all of the charges billed to Ms. are valid and sustained.
Frontier advises that we spoke to Ms. on September 20, 2019 to advise of the above.
I moved and called Frontier to "transfer" my service to a new house that I was moving to. Well, Frontier did not transfer the service they cancelled and put in for "new" service to my new house. That's where everything turned horribly wrong. I was on the phone with customer service for 3 days straight for 3 hours at a time. To try and fix the problem, they would not change my due date and they just said they were sorry that it wasn't a transfer and there wasn't anything they could do. I told them to look at my payments, I never miss a date and I could not afford to make two payments in one month. They said that if I didn't pay them then it would go to collections every month. Every single time I would talk to someone about my problem they would put it in the notes....well when I would call another day....it wouldn't be put in the notes. I thought I had everything fixed and then I get a HUGE bill again. I feel like Frontier is not apathetic to a middle class American who is trying to make things right. Some people would just let it go. I paid the HUGE bill because I didn't want anything going to collections but this is not right. Frontier should care about their customers and take care of them.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. is disputing a bill for service from Frontier. Ms. advises that Frontier changed her due date for her billing statements Frontier has investigated the above statements and offers the following response:
Frontier records show that Ms. contacted Frontier because she was moving but needed to have services working at both location for some time. In order for Frontier to provide service for Ms. at two locations, Frontier had to create a new account for the new address with Ms. Griffeth’s permission.
Frontier advises that since a new account had to be created for the new location, a new billing cycle date was assigned to the new account.
Frontier advises that active accounts are not sent to collections.
Frontier spoke to Ms. on September 25, 2019 and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
About every 2 months, my speeds with frontier go down to around 1/2 of what I pay for. Each time I contact and complain - adamantly insisting that its their issue - usually within 2 days the speeds are back to normal - and then about 2 months later I notice that the speeds are back down again. I started recording the dates of contact since I have filed a Revdex.com complaint before and I know you want to know each dates of contact. The recent dates are 4.18.19, 7.8.19 and 9.17.19. They continue to deny that they are throttling the speeds or limiting them in any way, but this is simply not true. They continue to fail on providing service. I have found many other online complaints about this same issue. It is so rampant you actually have a warning on your site about their failure to serve their customers
The Complaint states that:
Ms. advises that she has intermittent speed and connectivity issues with her Frontier internet. Frontier has investigated the above statements and offers the following response:
Frontier advises that we apologize for the inconvenience this issue is caused. Frontier tested the access line and found that Internet speeds were within an acceptable range.
Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.
Frontier advises that it follows the FCC’s net neutrality rules and does not block, inhibit, or throttle any specific applications or classes of application.
Frontier advises that despite our best efforts we were unable to reach Ms. to discuss her complaint. Direct contact information has been provided via voicemail and email.
I called Frontier June 26 to have my phone service disconnected. Frontier failed to do so. I did not discover until Sept that they had actually never disconnected as I had requested and continued billing me from June thru September for services I never had. Then when I requested my entire services disconnected I was told they would bill me until October 4 whether I had services or not. It is UNACCEPTABLE for Frontier or any other business to charge customers for services they don't have and it actually sounds illegal
The Complaint states that:
Mr. advises he is disputing charges on his Frontier bill. Frontier has investigated the above statements and offers the following response:
Frontier advises that we apologize for the inconvenience this issue is caused.
Frontier advises that our records indicate that Mr. contacted us to remove his phone service on June 26, 2019, however continued to bill.
Frontier advises that we have issued credit for the period June 26, 2019 through October 6, 2019.
Frontier advises that despite our best efforts, we were unable to reach Mr. to discuss his complaint. Direct contact information has been provided via email.
Because I have no idea the amount Frontier plans to credit me and because my service with Frontier ended on September 19 and not October 6 as they are trying to bill for, I reject the offer
The Complaint states that:
Mr. advises he is disputing charges on his Frontier bill.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we apologize for the inconvenience this issue is caused.
· Frontier advises that our records indicate that Mr. contacted us to remove his phone service on June 26, 2019, however continued to bill.
· Frontier advises that we have issued credit of $88.66 for the period June 26, 2019 through October 6, 2019.
· Frontier advises that per our Terms of Use, if a customer cancels their TV and/or Internet service subscription, termination of your service subscription(s) and any early termination fees will be effective on the last day of your Frontier billing cycle.
· Frontier advises that as a courtesy we have credited Mr.’s account for charges billed for TV and Internet services from his requested cancellation date of September 19, 2019 through the end of his bill period October 6, 2019. This credit amount was $45.03. Internet and video charges including video on demand rentals for the period of time up to September 19, 2019 are valid.
· Frontier advises that despite our best efforts, we were unable to reach Mr. to discuss his complaint. Direct contact information has been provided via email.
We have had four scheduled appointments to set up
Our telephone and internet and nobody has shown up. This is a second home and we are traveling 700 miles round trip to be there for these appointments. After two months we still
Do not have telephone or internet installed!
The Complaint states that:
Mr. advises that he has had multiple missed appointments after requesting Frontier service. Frontier has investigated the above statements and offers the following response:
Frontier advises that we apologize for the inconvenience this issue is caused.
Frontier advises that a technician installed Mr.’s Frontier services on September 18, 2019.
Frontier advises that as a courtesy we have credited the installation fee associated with the install of Mr.’s order. As a courtesy, we have issued a $25 credit due to missing our original commitment.
Frontier advises that we spoke to Mr. on September 23, 2019 to advise of the above.
On 3/13/19 I requested from multiple Frontier customer service representatives, in writing, to cancel my services effective immediately. The services I was paying for were non-functional and did not work properly. I was informed by my installation technician that this was a complaint he received a lot, and his only suggestion was to try their equipment and cancel later if it did not improve. Service never improved, so I chose to cancel. I made this request verbally, was transferred no less than 4 times prior to being hung up on by a Frontier representative. I switched to their chat service line and made the same request to cancel service. I was given specific instructions on how to return equipment, what to include with my return, and where to send my return. I paid to return my own equipment, included a copy of my most recent bill with the return, along with a copy of my chat transcript, and a letter requesting my services be disconnected. This package was confirmed as received, but Frontier never confirmed receipt of my equipment or cancelled my services. Frontier continued to bill me for 5 months of service, did not respond to multiple letters requesting they update my account information as no longer being in service, and finally threatened to send me to collections and ruin my credit for unpaid services. On 8/17 they were paid $109.00 to prevent my account being sent to collections. On 8/24 I received another bill from Frontier in the mail and called their customer service line again, where I reached representative Laiken who confirmed that my services should have been cancelled effective 3/13/19 when my request was made, she also confirmed that my equipment had been received, and that there was no reason why I should have continued being billed. This was confirmed as a Frontier billing error and I was advised by her supervisor that a formal dispute had been opened internally that would generate a refund of $272.50 for April, May, June, July and August 2019 that I had been charged for erroneously. I was also informed that I would hear back from Frontier within 24-48 hours with the outcome of the dispute. It has now been 3.5 weeks and I have still not heard from Frontier regarding the outcome of my dispute. This is a very typical representation of their service, which has always been subpar. I am requesting that a 3rd party step in, as they will ignore me, the small person who does not matter to them. Please help make my voice heard as they are simply bullying me as a small consumer, there is no way possible that I am the only person this has happened to. Numerous reviews were left online of similar experiences with Frontier and their customer service department. Your help is direly needed to correct this company's false practices and abuse of power. I have chat transcripts and USPS tracking information that have also been made available to Frontier for verification purposes. I am tired of being ignored and stolen from by this company, please help!
The Complaint states that:
Ms. advises that she is disputing her final balance with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that we apologize for the inconvenience this issue is caused.
Frontier advises that our records indicate that we did not receive a request to cancel her Frontier service, which resulted in a disconnection of non-payment.
Frontier advises that our records indicate that there was no internet usage from Ms.’s account following March 2019. We also received proof that Ms. connected another internet provider in her home beginning in March 2019. As a courtesy, we have issued a credit for charges billed from April 2019 – June 20, 2019, the date Ms.’s account was disconnected.
Frontier advises that we communicated this information to Ms. on September 30, 2019.
Initial Call to disconnect service 7/8/19; advised agent I already had service with another provider. At no time during this call interaction did agent advise the billing would remain active until 7/31/19.
2nd call 7/12/19, I called back due to not receiving my boxes to return equipment, at this time I spoke with Wendy who created a dispute 7445772 to cancel account effective 7/12/19. At this time she stated she would have a manager review the call on 7/8/19 and request for review of charges also stated she wasn't able to go back to the 8th.
3rd call 8/6 spoke with Fonta she stated couldn't find any dispute information and that Frontier doesn't prorate charges, would speak with her manager to have calls reviewed. Asked that I call her back the next week and she would have an answer. I called the number she provided and left a message no call back.
4th 9/10/19 call was sent directly to collections spoke with an Ella who advised me there wasn't anything she could do, after telling me it take 3 billing cycles for a final bill to print and sent me over to customer care. I was disconnected while waiting on an agent.
5th call back with customer care 9/10/19 spoke with Cheryl stated that Frontier doesn't prorate and then stated that every center has to review their own calls and doesn't know why this hasn't been done, Nothing she can do and when I asked for her supervisor/manager she said sure always calls customers back her name is Crystal. I was sent to Crystal's voicemail and I'm still waiting on Crystal to call me back.
9/17/19 I received a Collections notice from Credit Protection Association requesting that I pay $250.46; I pride myself on my credit and staying in good standing. I've never not paid Frontier and unfortunately all I've requested is for the calls to be reviewed and my bill pro-rated for service I didn't use. I the initial agent 7/8/19 would have stated your billing remains through 7/31/19 I wouldn't have made multiple calls to resolve.
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 she was billed for a full month of service even though she wanted to end her service earlier. 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.
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 continue to disagree with Frontier and their response to my complaint, I was not and am no asking for the entire bill to be waived. I asked for the billing to be prorated from my initial call 7/8/2019. I'll I've received from Frontier is miscommunication and lack of follow-up. Today I spoke with Michelle, the first person to contact me back (and I had to file a Revdex.com complaint to do so) her response was we listened to the call and you stated 7/8/19 to cancel you already had service. This statement is true, I asked for service to be disconnected 7/8/19 I wasn't informed during this phone conversation I would be responsible for a full month. That wasn't addressed during my call with Michelle only that its policy and I am responsible to paying the total amount. I will need to either pay on-line with Frontier or the collection agency.
Again, now the account has been put into collections when I asked questions about how to pay the bill and time frame Michelle was very vague.
Overall very dissatisfied with Frontier Communications and their lack of follow-up and direct communication.
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 she was billed for a full month of service even though she wanted to end her service earlier. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of her billing cycle.Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
Frontier spoke with Ms. on September 30,2019, and advised of the above information. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
I have not had internet service for the last 2+ weeks from my internet provide, Frontier Communications. I have had 2 scheduled appointments where I was,required to be present between the hours of 1 and 5. This required me to take time off from work. Both scheduled days, I received a text message between 1/2 hr and 45 minutes after the 5 p.m. ending time frame that stated "due to unexpected delay, they are unable to meet the appointment time frame" and then automatically rescheduled it. Now, it is,rescheduled again for tomorrow and it will require that someone be here between the time of 1 and 5. Since I am unable to take time off at such short notice, I have had to rely on another person taking time off from work to accommodate Frontier.
I have discussed this with a supervisor from Fro,tier and they have escalated the priority to put us first,on the list, but no guarantees that it will happen and they will need to call me tomorrow at work to verify that someone will be here when they say they will.
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 had no internet service and several missed appointments. Frontier has investigated the above statements and offers the following response:
Frontier advises that service outages can be due to many factors. Some outages affect multiple locations and others are related to individual locations or services. Frontier must be advised of any service outages and allowed the opportunity to address and resolve the interruptions before any adjustments can be applied for time out of service.
Frontier advises a follow up is scheduled to ensure adjustments 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.
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 attempted to receive internet services from Frontier communications. A service technician was sent to my home to connect services. I assume he connected the service. From that day I never had internet services. I contacted Frontier on 6/27, 7/9, 9/9, 9/16. They have all records of my communications with them. I spoke to Jim and Lynisha on 9/9 and they both verified the account should have been $0 and closed. Instead, the system sent me a bill. Then bill went to collections. I've disputed the lack of service received with Frontier and collections. I spoke to Rodney in billing on 9/16. He verified the acct was opened and closed on 6/27. This company did not provide me with 1 minute of service. I refuse to pay for services that were not rendered. They now how have a collection agency attempting to collect the "debt". This is robbery.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. is disputing her billing for service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier found service was not working at Ms.’s address. Frontier has cleared the billing for her account. Frontier has requested the collection agency to update Ms.’s credit report.
Frontier spoke with Ms. on September 20, 2019, and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
5 months ago I signed a contract with frontier. A salesman came to my door and I asked him how much the phone and internet would be a month. He said approximately 75 a month as a new customer. He sold us the bundle pack with tv, internet and landline for 111 dollars and change. He assured me that I'd still be offered new customer discount if I didnt want the television portion of package. I got the package with the bein sports being part of the package. Now that they did not renew the bein sport contract I wanted to cancel tv altogether and just stick with internet and landline. They are saying since I'm breaking contract that I will get charged full price of 106 for landline and internet. Which was NOT what the salesman told me. Furthermore, to cancel ALL services that are currently under contract I will be charged a 181 dollar termination fee for breaking contract. Written in my contract is bein sports which they no longer have so they are at fault for breaking contract, right? Yet, here I am stuck in a contract that I cant get out of that has horrible internet connection and I no longer have need of the tv services since they arent offering a specific sports package I specifically asked for. This sales rep was misleading with the contract and I feel "stuck" in this horrible situation in which management claims they cant do anything to help me since im in contract. What about the new customer contract deal for Internet and landline I was offered initially at 75 a month? They broke contract and I'm stuck in it or else I pay 181 dollars for cancelling. How unjust, misleading and confusing thier operation is.
The Complaint states that:
Ms. advises that she is disputing monthly rate associated with removing video services. Frontier has investigated the above statements and offers the following response:
Frontier advises that we apologize for the inconvenience this issue is caused.
Frontier advises that per our Terms of Service, if a customer subscribes to a Bundled Services plan with a term commitment, you agree to maintain such Services for the minimum term of that plan. A customer must continue to purchase all Bundled Services, without change, for the minimum term agreed upon to receive any promotional offer, discounted rates, gifts or other incentives. If a customer should change or discontinue any part of a Bundled Services plan, you may lose all promotional pricing, discounted rates, gifts or other incentives associated with the Bundled Services plan, that the price for each individual Bundled Service may increase, and that any changes will constitute a failure to fulfill the minimum term agreed upon to receive the promotional rate, discount, gift or other incentive.
Frontier advises that we have confirmed via written contract that Ms.’s original offer includes a 24-month commitment.
Frontier advises that removing video services from her bundle, does increase Ms.’s monthly recurring charges.
Frontier advises that we communicated this information with Ms. on September 23, 2019.
I called on August 29 to cancel my phone service ONLY. They then proceeded to cancel my internet and not my phone. I have called almost everyday and get the run around each time. They have told me I cannot get my service back that I have to upgrade to Fios. Fios isn’t even available here. Last person I spoke with on September 16th now says I can go back to something similar but it’s $20 more a month but I need brand new service. Can’t even get it for 2 weeks from now. At this point it will be a month with no internet and no one seems to be concerned. This is unacceptable seeing how I asked for my phone to be cancelled not my internet.
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. advised that she cancelled her landline and kept her Internet and now her Internet has been out of service.
Frontier has investigated the above statements and offers the following response: Frontier apologized to Ms. that her service was interrupted due to an order provisioning error on September 7, 2019. Frontier has restored the Internet service on September 17, 2019.Frontier applied a credit adjustment to Ms. Burgess’s account for the time out of service that will appear on the October 4, 2019 bill statement.
Frontier advises that the correct price for the package that Ms. subscribes to is $55.00 per month plus taxes and surcharges.
Frontier communicated the above information via email and provided direct contact information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Took 41 days to restore phone service and the quality upon restoration was so bad that the phone is still unusable
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. advises his phone service is unusable and Frontier has been unable to restore reliable phone service.
Frontier has investigated the above statements and offers the following response:
Frontier strives to restore services as quickly as possible.
Frontier has applied a credit adjustment to Mr.’s account for the time out of service. Please allow one to two bill cycles.
Frontier attempted to speak to Mr. but was unsuccessful. Frontier communicated the above information via email and provided direct contact information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Signed up for frontier DSL with frontier years ago. My service has been unusable each month for days at a time finding this past year. I find my self calling helpdesk and wasting my days trying to get our internet working. On top of all of that our 35$ a month had increased to 50$ for unusable service. I had informed frontier that I can't deal with the outages anymore and having to call customer service 5 times a month. They did not inform me when I cancelled I would incur a 91$ cancellation charge at any time. I would like this fee waived. My account number is: 86*** I spoke with Kishanuna today who informed me that this was a cancellation service charge.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. is disputing the early termination fee from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises Ms. received monthly discounts based on a two-year term agreement. Since Ms. ended service before the term agreement end date of 07/17/21 an early termination fee applies
Frontier spoke with Mr. on September 19, 2019, and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
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. Michelle was very polite however she did not resolve my issue. At no time during my correspondence with frontier was I informed of a cancellation fee. During the time I cancelled my service the gentlemen only said I would be charged if I did not return the equipment. Also when asked he made no mention that my service should not have been been raised to 50 dollars a month which is also a reason why I was cancelling. Then I get hit with a $93.00 cancel fee that is past due that came out of nowhere. Michelle credited me 15 for the overbilling but im sure that went on for 2 months so I should have been credited 30$ for that mater. She also said you will be getting another call from me if you further your complaint. I would agree to pay a portion of this fee but 93$ fee that was hidden from me at all costs is unacceptable.
Regards,
*** Waldburger
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. is disputing the early termination fee from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises Ms. received monthly discounts based on a two-year term agreement. Since Ms. ended service before the term agreement end date of 07/17/21 an early termination fee applies Frontier’s position is this matter has not changed.
Frontier mailed out a copy of final billing.
Frontier spoke with Mr. on September 20, 2019, and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
I set up internet and dial up phone service with Frontier Communications back in May or June. From the time they connected the phone line to our house we had nothing but trouble, intermittent internet signals, complete outage at times and over the course of 3 months I called technical support at least 8 times spending more than an hour on the phone each time. There were times when they said they fixed it, yet it did not work, then they said the router was old and would send me another one, it never came. Called again, they said there was no record of me calling, then they said please give us another chance and sent out a new router, still no service. We waited twice for technicians who never showed up. It was explained in the work orders they could not call us as we have no cell signal at our house. I have spoken to supervisors, I was called by a quality control person and asked to tell them what happened and I did, and I requested a refund on the approx I paid 100.00. He said someone would call me from billing, it never happened. I spent another hour on the phone today with someone telling me they gave me a credit and could not refund my money. They gave me a credit for a service that almost never worked, so they transferred me to a supervisor and then disconnect the call. I feel I have been more than patient with them, They owe me the one payment I made to them. And they should stop sending bills on a service I do not have. I have never had such a horrible experience with customer service.
Thanks
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. is disputing her billing for services from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier completed an audit on Ms.’s account and found usage on both phone and data. Frontier has issued all applicable credits on the account.
Frontier spoke with Ms. on September 24, 2019, and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
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 am requesting a refund because having a few minutes or an hour of service intermittently is not the service that was promised. We were never able to get the problem resolved after at least 6-8 phone calls and appointments with technicians that never showed up , twice. This company has major communication issues and the poorest follow through in customer service I have ever seen.
I want a refund because of services that were not a promised.
Regards
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. is disputing her billing for services from Frontier. 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 completed an audit on Ms.’s account and found usage on both phone and data. Frontier has issued all applicable credits on the account.
Frontier spoke with Ms. on September 24, 2019, and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
Last year, in hope of saving money, I changed internet carrier from *** to Frontier, while I was recovering from cancer and on disability. Five days after using their internet services, my internet went down. I waited for a couple of days in case there an outage in the area during the weekend. Within 7 days of installation, I called Frontier's tech support and asked them to resolve the issue since I was studying online and needed reliable service. After spending hours and hours on the phone with them, I was told their modem was faulty. I suggested that their technician who installed the internet in my home, seemed to be having a lot of trouble configuring it correctly and asked to reconfigure it. It was denied. They said they would send me another modem which would take 5-7 days to receive. At this point, I asked Frontier to cancel my service, give me credit for the past 5 days of no service and offered to ship back their equipment. Their rep agreed. The very same day, I reinstated my internet service with /***. Nevertheless, they still shipped me a package with a new modem after 2 weeks, which I refused to sign for and sent back with the driver who tried to deliver it. They, again, shipped me another package, but this time required no signature at delivery, so it was left at my door. Again I called up Frontier, reminded them that I had cancelled my service with them, that I have been already using *** internet at my home since the cancellation, and asked for credit which they fully agreed to. I personally took back the box to the UPS office near me and asked them to ship back to the sender. I continued to receive bills from them, and continued to contact them explaining that I only had their service for 5 days and offered to happily pay for it. I perhaps spent over 30 hours so far to explain and reexplain, and request refund. Nevertheless, they are still asking me to pay $165.76 which their various customer reps agreed it was wrong billing. This has effected my credit for over a year now, and they have referred me to a collection agency. I will be more than happy to provide supporting documentations. I just spoke with Tina, their Customer Rep, in order to confirm the dates I called to report the issue and get credit, and although she said, "wow, there were quiet a few calls you made", she refused to give me all the dates.
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 her internet service stopped working 5 days after installation, and then she cancelled her service with Frontier. Ms. advises that she was billed for service that she did not receive and would like for her balance to be adjusted. Frontier has investigated the above statements and offers the following response:
Frontier advises that although Ms. did call into Frontier’s technical support, there were no repair tickets on file that would indicate problems with service.
Frontier advises that their records show that the service cancellation request was not received until October 22, 2018, in the middle of the second billing cycle.
Frontier advises that due to a delay in the posting of the cancellation order, Ms. was billed for an additional month of service in error. Frontier issued a credit in the amount of $45.95 for the extra month of service that should not have been billed.
Frontier advises that the charges for the first 2 billing cycles are valid and sustained.
Frontier spoke with Ms. on September 18, 2019 and advised her of 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.
Thanks for your attention to my complaint.
I did speak with Mr. Mark F at Frontier. As I reported in original complaint, Tina at Frontier confirmed that I made "quiet a few call" to Frontier between September of 2018 to January of 2019. However, as soon as she found out that there was dispute on this account, she refused to give me the dates of my calls, or further giving me the details of those calls.
The reason I didn't contact Frontier directly immediately and instead called their technician was because I was not given any thing with their number on it. As I informed Mr. F last week, the technician was extremely unprofessional even at the time of set up. He was calling around to find out how to set up the modem. When I called him to report the issue, he never bothered to tell me to call the main number, keep telling me he will drop by one day when he is in my area. But he refused to even set up a time with me because he said he never knows his schedule for the next day till lat minute.
The reason there is no open ticket is that I was told they would mail me a new modem (because their tech support spent an hour on the phone with me troubleshooting), but it would take me 1-2 weeks to receive it. I explained that I could not wait that long and asked for my service to be cancelled immediately. Frontier rep in response to my request to cancel services informed me that they couldn't cancel my service for the 30-day period they already billed me. In addition, I was told I can only call them only when those 30 days were over to cancel. Meanwhile, as I reported previously kept forcing my to accept their modem and their service which was obviously not working.
During that call in September of 2018, I also informed that although *** was more expensive than them, it was more reliable. I also informed Mr. F last week, that I will be more than happy to provide invoices proving that I immediately went back to ***. In addition, Mr. F told me last week that he checked the usage on my internet service for those 5 days which I have been offering to pay for. However, he refused to response when I asked him to see if there was usage after the initial 5 days.
Therefore, it appears that Frontier and its employees are well aware of their own unfair business policies (refusing to accept my cancellation order, forcing their service and modems on me for months etc.), however, they refuse to give me full credit (except for those 5 days their service worked) because they know no one else access to their records to prove my point. It's very sad to watch them get away with so much.
Respectfully,
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 13837884, 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
Thank you for referring the rebuttal of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Rebuttal states that:
Ms. advises that her internet stopped working 5 days after installation, and after having been told that a new modem will need to be sent to her, decided to cancel her service with Frontier. Ms. advises that she should only owe for 5 days of service, and that the rest of the balance needs to be cleared. Frontier has investigated the above statements and offers the following response: Frontier advises that there were no repair tickets on file that would indicate problems with service, and credits for time out of service are issued based on the number of days that a repair ticket is open. Without documentation of a service interruption or outage, credit cannot be issued for service-related issues.
Frontier advises that Ms. had internet service installed on September 17, 2019, and their records show that the cancellation request was not received until October 22, 2018. This was after the start of the second bill cycle, and since Ms. had already incurred charges through the end of the billing cycle, charges are valid for the full cycle.
Frontier advises that the only credit that was due to Ms. was for an additional month of service that had been billed in error. The remaining balance is still valid.
Frontier advises that their position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
Frontier spoke with Ms. on September 27, 2019 and advised her of 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.