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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Internet went down and frontier takes a week and a half to come out and fix it their answer is they have no available techs. When I said I don’t want to pay for service I’m not receiving thy had me fill out a dispute of which takes two weeks to complete. When I told them a week and a half was to long the escalated my call and if tech came available they would call. They haven’t. Inferior customer service and inferior equipment is well known across frontier and of course my apartment only has frontier as a service provider. Furthermore when I setup the account when I moved into the apartment it took two months due to the couldn’t “prove” the balance on the apartment wasn’t mine. This is after repeated attempts of submitting my new lease showing my move in date. I escalated it to the fios rep and her got involved and finally got it installed two months later.
Frontier records reflects that Mr. called on 08/31/19 to report that he could not connect to the Internet. The agent conducted trouble shooting and created a trouble ticket for the next available due to date of 09/11/19. An expedite request was added on the ticket with no guarantee that it would be worked sooner.
A technician was dispatched on 09/11/19 who worked with another department to restore the Internet service and made contact with the customer to ensure that the service was working.
A credit of $20.04 has been applied for Internet service dated 08/31/19 – 09/11/19.
Frontier has agreed, in this instance, to apply a goodwill credit of $25.00 for the inconvenience caused with the installation order.
I was without service of any kind from August 25, 2019 to Sept.3, 2019. No TV or Internet service of any kind. Since I am a writer and have to use the net to do business this effectively put me out of business. I had no way to contact any of the people or companies that I use in my business. So I made the decision to switch to *** on Sept. 4th. When I called Frontier to on the 5th to inform them that I no longer needed them for anything they threatened to report me to a collection agency. There was no offer on their part to make an allowance for the 10 days that I was without service. But I was told that I would still have to pay for those days. My decision to switch was not based solely upon this situation. The service since they took over from Verizon has been absolutely horrendous. I would get all kinds of excuses when I had to call them about some problem. I have been just flat out lied to, been given innumerable excuses, or been just flat hung-up on. Trying to file a complaint for poor service is an exercise in futility. There are just too many to even begin to try to list in this complaint. In January 2019 I agreed to a new years contract with them at the rate of $126.10 per month. It is now September and they are again demanding far more than I originally agreed to back in January. I have not received a statement for that amount even once since January. The lowest one I can remember was $144.00. There have been several in the mid $160 range. Every time I called to find out why I was being charged so much more than the $126.10 I was given all kinds of excuses. The amount they are demanding now that is due on Sept. 25th is $177.10. When I called to find out why I was again given several different excuses.
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 he had been without service from August 25, 2019 through September 3, 2019 and has not received a billing adjustment from Frontier to compensate for the days out of service. Mr. advises that he agreed to a monthly rate of $126.10 in January 2019 but has been getting billed at a higher rate. Mr. advises that he should not owe Frontier anything. Frontier has investigated the above statements and offers the following response:
Frontier advises that a credit in the amount of $46.76 has been issued for the days that Mr. was without service. After adding a courtesy credit in the amount of $27.00 for the reversal of 3 late fees, the total credit amount came to $73.76. This brings the current balance down to $103.60.
Frontier advises that as of January 31, 2019, Mr. has been correctly billed the agreed upon amount of $126.00 plus taxes and surcharges. The total monthly rate after adding taxes and surcharges came out to approximately $152.00. The dollar amount of the customer’s monthly invoices would sometimes fluctuate due to forwarding balances, late fees, or credits.
Frontier spoke with Mr. on September 16, 2019 and advised him of 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.
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.
Date Sent: 9/19/2019 6:30:32 PM
Mr *** just flat out lied. He is giving me credit for one loss of service. Through the last three years there have been several. Two of which lasted two weeks. I explained to him that being a writer and a stock market investor my internet service and TV service ( So I could watch the *** Business Channel ) was absolutely critical to me. He states that I have a balance of $103. I lost more than that on a daily basis every time their service crapped out.
At one point he asked me why I changed to ***. I told him it was because of the constant illiterate perfunctory attitude of the Frontier employees in customer service. Half of them had no clue what they were doing. If you showed any sign of irritation with them they would hang up on you.
I also made the switch because of how bad a financial situation Frontier is in. IN August of 2017 their stock was worth about $13.40 per share. As of the date I filed my complaint with the Revdex.com it was down to $.83 cents. Between this and the fact that there are more than 12,000 complaints filed with the Revdex.com it does not take a rocket scientist to see the writing on the wall.
Regards,
*** Horner
Thank you for referring the rebuttal of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Rebuttal states that:
Mr. advises that he experienced multiple outages with his Frontier services, and that Frontier needs to credit his balance in full. Frontier has investigated the above statements and offers the following response:
Frontier advises that in addition to the recent service outage, there were 2 repair tickets involving the loss of TV service for which Mr. did not receive credit. One ticket was from October 2019, and the other was from November 2016.
Frontier advises that after issuing the additional credit to the account for the TV service outages, the remaining balance owed comes out to $80.98.
Frontier advises that under Tariff, Frontier is responsible for service outage credits, based on the customer’s daily rate of service that is not functioning. Frontier is not liable for any other compensation.
Frontier advised Mr. of the additional credit on September 30, 2019.
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 have been a customer of Frontier Communications since 2017. When I initially set up service, I was using their router and paying a rental fee. After a while, I decided to purchase my own router and returned their router to remove the rental fee from my account. This was fine until this month. On August 15th, 2019 I decided to upgrade my service with Frontier Communications for a faster internet speed. Installation tech came to my house and upgraded the hardware and asked if I would need a router. I responded no and no router was provided. Today (September 5, 2019) I received a bill stating that I was being charged a $10 router rental fee every month. When I contacted Frontier, they informed me that I would be charged a rental fee for a router regardless if I was in possession of one or not. When contacting the representative for the upgrade, this change in billing policy was not relayed to me in any way. The current situation is I am now paying $10 a month for a router that I never received and do not want in the future, was never informed that this fee is mandatory, and have no way to return to my previous billing situation where I am not being billed for a router. This business practice seems at minimum misleading and at worst fraudulent. If the option to switch providers was available this would not be as concerning. However, Frontier Communications has a monopoly in my area and is the only company that provides fiber optic internet to my home.
Thank you for referring the complaint of *** to our office for review. We appreciate Revdex.com bringing this matter to our attention.
The Complaint states that: Mr. is disputing his bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising / promotions and our residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions.
A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Mr. request we ship out the router that he is being billed for, it will be sent and if billed $ 9.99 shipping fee will be credited.
Frontier spoke with Mr. on September 13, 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.
We have been waiting for a replacement modem for 2 months. Now this morning we have no phone service - neither do our neighbors. The company stated the earliest they could get here was the 16th September - this is completely unacceptable. We have no other method of calling 911 if the need should arise.
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 that she reported her phone service was not working and was told the earliest due date would be September 16, 2019.
Ms. advises that she has been waiting two months for a replacement Internet modem to arrive.
Frontier has investigated the above statements and offers the following response:
Frontier advises a trouble ticket was generated on September 6, 2019 and the repair was added to a common cause outage affecting multiple customers in the area.
A Frontier technician was dispatched on September 6, 2019 and resolved the outage.
Service concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.
Frontier advises a replacement modem was ordered with expected delivery on September 16, 2019.
Frontier communicated the above information via email and provided direct contact information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
At the end of April 2019 I started service with Frontier. Came around door to door and promised me a lot better iinternet speed and more channels for about same price already paying with different co. Told them did not want to spend more than 100.00 mo. Ended up to be 111.00 but agreed. Well since starting service till now (4 1/2 mos) I have paid this company 831.63 and state that I have payment due in 5 days for 177.00 (just paid them 177.00 yesterday. I kept getting msg on my tv screen that I needed to pay them to connect services again. I pay them every month! I call automated number and pay the amount it says I owed. Got tired of paying and called them to see what was going on. Have spent 2 days and over 4 hours dealing with rude csr people, put on hold for over 40 min and then hung up on! !st call the csr rep said she could see no pymt made since June! Transferred me to tech support! On hold and had to go to work. Called later that night and csr found all my pymts except one. Commented that was definately something wrong with bill. Said I have been charged twice this month for reconnect fees and every month since started with them! Also informed me I have a package deal that incl home phone! Never asked for that and did not know had! Dont even know my own telephone # yet paying for that every month as well. My bill has been over 177.00 a month! I am frustrated beyond belief! Asked to speak to supervisor and told busy on other line and they would tell me same thing anyway! Asked for address to local place I can talk to someone in person. Nearest one is over an hour away! I am looking into what can be done to stop this company from ripping people off and getting away with it!
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Ms. is disputing her bill for services from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier advises that the price for the package that Ms. subscribes to is $11.99 per month plus taxes and surcharges.Frontier advise that Ms. increased due to late fees and reconnection fees applied to her account.A representative 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.Frontier Specialist: Tocoma
K. Department:
General Manager
I started using Frontier for my Internet/Phone/TV in May of 2018. I was told my rate would go up in June 2019. I called the end of May 2019 and asked how much it would be going up. I was told $70.00 a month(I had been paying 132.00 a month). This seemed like too much of an increase, so I told the customer service agent I would be switching to Spectrum; the customer service woman agreed with me that it was a significant reason to switch. There was NEVER any mention of 'early termination' because I had never signed a contract. In June we started using Spectrum. I had paid my Frontier bill as I always do, but have since been getting billed $105.74 for an early termination fee. I have called REPEATEDLY but cannot get anywhere with Frontier. I have literally spent hours on the phone trying to resolve this issue. I feel I was misinformed during that first phone call to Frontier. If she hadn't told me my bill was going to go up $70.00 a month, I'd still be with Frontier, but $70 a month is $840.00 a year, and that's just insane! Thank you for looking into this matter. I sincerely appreciate your help.
Thank you for referring the complaint of Ms.
*** to our office for review. We appreciate your bringing this matter to
our attention. According to the complaint: Ms. is disputing the Early Termination Fee (ETF). Frontier has investigated the above statement
and offers the following response:Frontier records reflect Ms. established the Fios Triple Bundle on May 29, 2018. The bundle was established during a promotional period that provided a 50% discount on the Wi-Fi router for 12 months and provided HBO at no charge for 12 months in addition to discounts on the bundle products (voice, tv, data). The bundle required a 24-month term. After 12 months the Wi-Fi router rate increased from $5.00 to $10.00 per month. This is the only increase that appeared on the June 2019 billing statement because Ms. removed HBO. The Fios Triple Bundle discounts remained. Ms. ported her service to another provider prior to the end of term. As a result, an ETF in the amount of $109.66 was applied to the account. The ETF is valid and sustained. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 13816260, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
When I initially started service with Frontier, I was told my pricing would be good for 1 YEAR; at that point it would go up. I asked how much and was told it varied, to call before my year was up to find out the exact amount. I DID call the end of May and was told my increase would be $70.00! The customer service person AGREED it was a lot , so I told her I'd need to switch providers. AT NO TIME did she tell me I had a year to go and my increase would only be $5.00. If that were the case, I would not have switched providers, as we were happy with the services Frontier provided, but NOT if it meant an additional $70.00 per month. I tried explaining this to Edna V. when we spoke, and she said she would use my experience as a "coaching tool". By the time I received my June bill and saw the increase was only $5.00, I had already started service with another provider.
Thank you for taking the time to assist me in this matter.
Respectfully
Thank you for referring the additional concerns
brought forth by Ms. *** to our office for review. We appreciate your
bringing this matter to our attention. According to the complaint: Ms. is disputing the Early Termination Fee (ETF). Frontier has investigated the above statement
and offers the following response:Time-Period Term arrangements are provided in detail in Frontier’s Terms of Service available at www.frontier.com/terms under Voice/VoIP/Telephone, then select Frontier Residential VoIP and Digital Voice Terms of Service. Frontier’s position remains the same as the
additional information provided does not warrant a deviation from the original
resolution. 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
After 12 years of complaints and issues with service including less than what was promised for upload and download speeds. I canceled my services. I can only guess that we had tech out to check outages and drops at least 2x a month for years. Now I'm told they don't pro rate bills when you cancel service. I am not paying full price for 3 days worth of service that was out when I canceled.
Frontier has reviewed Ms. Hart’s account and found one trouble ticket reported in the past 6 months which was on 03/10/19 for frequent disconnects.
The 07/25/19 monthly invoice reflects new charges of $47.99 due by 08/19/19 for Internet service dated 07/25/19 – 08/24/19.
Mr. called on 08/03/19 requesting to disconnect service. Order #*** was created to disconnect service effective the next available due date of 08/05/19.
Frontier advises that Internet service is billed through the end of the bill cycle and is not prorated per our Terms of Service.
Frontier has agreed, in this instance, to credit $47.99 for Internet service dated 07/25/19 – 08/24/19 although records reflects usage on the modem until 08/05/19.
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. I also reject the claim that there was only 1 ticket for issues with the service in 6 months. Maybe they forgot for years we were calling about no service and it took them 10 years to find that the wires were literally growing into a tree because it had been so long before they found the problem. I even posted pictures to their website.
Regards
Deplorable service and company. I had to leave a one star because zero isn't an option.
I have had the misfortune of having to be a Frontier costumer for the past 2 yrs; our community is surrounded by trees and the only service available to us is Frontier. To say my time as a costumer has been a living hell is an understatement. They have zero customer service, they lie to you all the time, make excuses for their mistakes, and never help you. My bill is constantly incorrect and they charge you for services you aren't even receiving nor have you agreed to. Every time I call to fix the issues they have an excuse; Billing mistake, fraud issue (that was the best one yet), typo, etc etc etc. Their service is interrupted all the time, their routers and tv receivers are such a poor quality I have had to replace all of them at least once already. This matters because I was previously a Directv costumer (12yrs) and has zero issues, never a mistake on my bill, always the best costumer service, next day service repairs, and effective equipment.
The fact that this company is allowed to continue their shady and nefarious operations is outrageous! Who is protecting us as consumers? When is something going to be done?
I have been in contact with Frontier regarding our Internet service that we had installed on April 26th 2019 . the service never worked much and was intermittent.. they scheduled a service tech out so my husband took off work all day and at the last minute they canceled the appointment saying their was a service delay , they tried to re schedule for 4 days later and we had already had no internet service for a week . I had no choice but to cancel service with them on 8/26/2019, and go back to my original Internet company Spectrum . now frontier is trying to charge us cancellation fee and other charges for service that never worked to began with . Tonight 9/5/2019. I called to talk to customer service and they hung up on me when trying to explain the situation, the whole experience has been very frustrating .
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises she has a billing discrepancy with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued an out of service adjustment.
Frontier advises the appropriate adjustment will be applied when un-returned equipment is received.
Frontier has scheduled a follow up to ensure bill accuracy.
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of his billing cycle. • Frontier spoke with Ms. and advised her of the above information. • 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.
Frontier advises there is a fee of $9.99 when a customer discontinues broadband service. (OR) • Frontier advises that the Broadband Processing Fee is charged for all Broadband Internet disconnects to cover the cost of processing the disconnection of the service at the central office or remote facility. • Frontier communicated the above information via Conversation by phone and included direct contact information.
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 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.
On Aug 19, 2019 I set up a new account with an installation date of Sept 4, 2019 between the hours of 8am-12pm. At 1pm no technician had arrived nor was there any communications as to why. When I called for an update I was informed that my installation date had been changed to Sept 12th due to the fact that the previous owners had not cancelled their account, but there was a note on their account stating that they were moving on Aug 30th. It was at that time I was told that I should contact them to have them cancel their account because Frontier could not do that. WHAT?!?! I don't have that information. When I asked for an earlier install date, not Sept 12th, I was informed that the area I live in has such a high demand that there is a freeze and there is nothing they can do about it. I asked to speak to a supervisor who put me on hold for an unreasonable amount of time and was anything but professional. Due to the lack of professionalism from the two individuals I talked to I decided to try again the following day. When I talked to the customer service rep the next day she not only told me that when I call the 1-800 number I could talk to anyone in different states, but she couldn't help me, I needed to talk to someone in the tech services dept. Once again, a customer service rep that had no clue what her job was and what the specific areas the tech dept deals with. I was then transferred for the third time. At the very beginning of this conversation my installation date was Sept 12th by the end of my conversation it had been moved to Sept 18th, even though it was confirmed that the previous owners had cancelled their services. How and why did this date get changed during my phone call?! As simple as this may seem there are significant aspects that are extremely impacted by Frontier's poor customer service, unethical practices and overall lack of professionalism.
1. My job depends on internet access - secured access
2. In order to receive or make calls, I need to stand outside, in my front yard, in one particular spot, without moving in order to have any conversation, and thete is no guarantee that the call will remain connected.
3. The biggest factor is that I have a child with disabilities and since this is a move to a different state I need to find 4+ new doctors, along with setting up monthly prescriptions and necessary medical supplies. I was told that this did not constitute an emergency to move my installation date up. Rather ironic because I couldn't make an emergency call if required. I was told I could fill out a medical necessity form and then scan or fax it to Frontier. How can I do that when I have no internet connection and what doctor will sign a form for a patient they've never seen.
If *** or any other company was available there would be absolutely no hesitation about removing any business relationship with Frontier. Unfortunately, Frontier is the only company available within my area but my daughter's needs, along with the inability to make an emergency calls is not a priority for Frontier. They require their customers to do all the work, yet there is no guarantee that they'll do anything to support their customers.
Frontier has to be the worst company/business, on so many levels, that I have ever had to deal with. For the aspects of legality and liability I hope that an emergency call is not required between now and my installation date, because there will be no hesitation on my part to ensure that all legal action is taken against Frontier.
Thank you for referring the complaint of Ms. to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the installation order is scheduled for September 25, 2019.
Research determined that the there were delays due to existing service at the same address as Ms. Simeon.
The installation order was notated that attempts were made to inform the customer of order delays.
On September 18, 2019 a Frontier representative left a message to contact Frontier regarding the installation order.
We apologize for any unprofessional treatment Ms. may have encountered when contacting our Customer Service department.
On September 23, 2019 I left a message for Ms. and provided my contact number.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
August 19th: First contact made with Frontier to schedule service installation, which was scheduled for September 4th between 8am-12pm
September 4th: As of 1pm no service technician came to home nor was there any communication from Frontier that service install would not occur on Sept 4th. Called Frontier to inquire on order and it was at that time, I was informed that previous homeowner only told Frontier they were moving, they did not cancel their service. I was also at that time I in order for service install to occur that they would need to cancel their services and I should try to contact the previous owners to have them do this. How would I have the previous owner's information, obviously Frontier has all of their contact information and it was stated to me at that time that Frontier doesn't contact their customers (red flag #1). I was then informed that my new install date would be Sept 12th, if the previous owners cancel their account
September 5th: Third contact with Frontier and this was to see if there was any possibility to move my service date up. During the beginning of this phone conversation it was confirmed that the previous owners had canceled their service and that my scheduled service date was Sept 12th. Due to work and my daughter's disability needs/medical supplies, service was needed asap, especially since home location is in a "dead zone" for cell phone coverage, which meant there was no availability to contact emergency services if needed. After another lengthy phone call, most of which was being put on hold I was informed that there was nothing that Frontier could do to expedite the install date. Prior to ending the conversation, I requested that the service rep, once again, confirm that my service date was Sept 12, 8am to 12pm. It was then stated to me that my install date was moved to September 18th from 8am to 12pm. When I questioned how and why that got changed since the beginning of the phone call the rep had no idea how that could have happened
September 17th: Received an automated call from Frontier stating that there was a discrepancy with my account and to call back as soon as possible. When I called Frontier, on the phone number indicated in the message, the customer service rep asked what was I calling about and I stated to her that I was just returning a call from Frontier's automated system. At that time she stated to me that she had no idea why I received the call. So Frontier sends out automated phone calls stating there are discrepancies with their customer's account yet when the customer returns the call, the Frontier employee has no way to see why that call went out? After much digging it was determined that the call was due to the number of MGPS that was quoted to me, a month earlier, was going to be less and Frontier needed approval to still do the install. This phone call occurred less than 24 hours prior to my service install AND a month after the initial install service phone call. Why did this phone call not occur at least a week after that first phone call. And of course, due Frontier's great customer service, this pushed my install date out until September 25th.
September 23rd: Received a message from Stacy, from the office of the President, stating that she was contacting me regarding my Revdex.com complaint and requested that I call her back.
September 24th: Called Stacy back and had to leave a message, which stated that I was looking forward to talking to her about this issue and I indicated my name and phone number in that message. Stacy nor anyone else returned that phone call.
This company is the worst company I have ever had to deal with, on all aspects, professionally and personally, especially when it comes to customer service. They make false statements, take no accountability, they place blame on the customer and just move onto the next unsuspecting victim.
Regards
Thank you for referring the complaint of Ms. to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the installation order is scheduled for September 25, 2019.
Research determined that the there were delays due to existing service at the same address as Ms. Simeon.
The installation order was notated that attempts were made to inform the customer of order delays.
On September 18, 2019 a Frontier representative left a message to contact Frontier regarding the installation order.
We apologize for any unprofessional treatment Ms. may have encountered when contacting our Customer Service department.
According to our records, the installation order was completed on September 25, 2019.
Frontier maintains its initial response.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
I had a cable tv plus internet with them, I canceled the cable and kept the internet on 6/6/2019, did not get the correct credit on the partial month that they charged in advance, they promissed but did not, ended up with past due balance on a balance they said on the phone not to pay. Because of the poor customer service and the poor knowlede of their customer service representitves I canceled my internet also on 8/15/2019 and called them for the 5th time to send me a final bill for the service I used, they did not credit me for the unused time of the billing cycle for the internet neither. Not sure if it is a poor service or an abvious rip off. someone will need to audit this company and ivestigate these illegal business practices
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Mr. is disputing his bill for services from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier advises that Mr. has pre-paid for his services and was eligible to continue receiving service through the end of his billing cycle.Subscribers to Frontier’s service are billed one full month in advance. Termination of service subscription is effective on the last day of the Frontier billing cycle. No partial month credits or refunds are provided for previously billed service subscriptions as per the terms of service which can be viewed at www.frontier.com/terms. A representative advised of the above information. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr. has
experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager
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.
- on the terms of service, I did not find a statement saying that if I cancel my service I will not get credit for a period of the time that I did not have service.
- my other complaint to the FTC was to determine if it is legal to be charged for a service that I did not receive when I was not under any kind of contract
- my service was actually cancelled the day I called(6 days in the new cycle and was Disconnected and not left on as they claimed
- on my bill, I actually got credit for some of the service that I canceled but I didn’t get the correct amount of credit.
- I called twice asking for explanation of the amount of credit I received and each time I received different calculations and no one mentioned that no credit will be issued.
Regards
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
We have been customers of Frontier communications for the last 6 years. We have had numerous problems with their service. Our landline phone does not work regularly. At least once a week, we are without a home phone. We live in a rural area where a home phone is a necessity due to no cell phone service. Our child has a health disorder and it is imperative that we have a landline accessible at all times and in case of an emergency.
On top of having a child with a health issue, my job also requires a landline in order to receive work. I have missed several days of work for the Harrison County Board of Education (they call me out to work) as a school nurse because my home phone did not work correctly.
We had to contact Frontier's 1-800 number and put in a ticket to have the issue resolved. A tech came out and said that he literally goes a mile away and "pushes a button and resets a box at the ***. Fast forward now two days later and we once again have no phone line. I had to put in yet another ticket to have this issue resolved and we are going to be without a phone for at least another 24 hours. This means we won't be able to use our landline in case of an emergency and it also means that I once again I might miss out on a days work due to my employer not being able to get a hold of me.
We have never been offered compensation for the numerous times our phone or internet have been out and we are still expected to pay a bill of over 80 dollars even though our service works less than half of the time.
Another concern we have is that there is a frontier phone line that runs across our driveway. It provides service to all of the other homes on our road. This line is so low that we cannot have a large vehicle drive under it. The line is currently being held up with a piece of plastic ribbon tape tied to a tree (which one of the technicians confirmed doing several years ago). It has been this way for several years. When we asked a frontier technician about fixing it, we were blown off and told that there is nothing they can do. We feel that this could be a clear safety hazard if a branch or tree fell on it.
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 issues with her Landline and Phone Line has been out of service issues several times. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued out of service credit.
Frontier advises the adjustment has been approved and will post immediately to the customer account.
Frontier has confirmed repair ticket completion.
Frontier has scheduled a follow up to ensure next bill accuracy.
Frontier has provided direct contact information if Ms. has additional concerns.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
I have been without Internet for two days. And no one can resolve the problem. Even after being on the phone with them for 45 minutes. I get transferred from one department to the next. No one seems to be able to solve the issue.
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 of no internet for two days. Ms. advises of no one at Frontier being able to resolve the no internet concern. Frontier has investigated the above statements and offers the following response:
Frontier advises Ms.’s internet was Temporarily Disconnected for non-payment on July 18, 2019.
Frontier advises Ms. is not paying the monthly charges in full on each statement.
Frontier advises Ms. is not paying the account monthly.
Frontier advises that Ms. made a payment, in the amount of $162.76, to restore the internet.
Frontier advises that when a Restore Service order is generated, it can take up to twenty-four hours for the service to become activated.
Frontier reached out to speak with Ms., on multiple occasions, to verify working internet and advise of the above information, without success.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced due the above matter.
Frontier Communications refuses to apply known credits that show on my account. It has now been 5 billing cycles in a row that they have found a way to not only not apply my credits but to present me with a bill that is much higher than my bill is supposed to be. I have had erroneous charges ranging from installation fees and "unreturned equipment" fees to "non-listing" fees when I do not even have a phone number. I have explicitly requested multiple times to have the "non-listing" fee removed multiple times over the course of two years and at this point I can only believe that this is a systematic and steadfast refusal to remove this fee.
Dear Revdex.com:Frontier Communications has received notification of a rebuttal
from the above individual. According to the rebuttal:Mr. is disputing his bill.He requested to have Non-listing service and fee removed.He requests to have credits due.Frontier has investigated the above statements and offers
the following response:Upon further review we determined credits applied and reflected on Mr.’s September 2, 2019 bill statement.Frontier advises an unreturned equipment charge has been removed and will be reflected on a future statement within thirty to sixty days. We advise the Non-listing service has been removed with order # ***.On September 20, 2019 we spoke with Mr. and reviewed the above information. We further advise our expectations are that all customers have a positive experience when requesting assistance with service or billing concerns.If Mr. has any additional questions, please contact the
undersigned.We trust that this information will assist the Bureau in
closing this rebuttal. Sincerely,Bridget G.
On February 1, 2019 I ordered internet service and throughout the time span of roughly six weeks I received four install dates. It wasn't until March 14, 2019 my service was installed. That's after missing work four times and going four days without pay before an installation. I never received paper bills even though I asked numerous times for them never could access my voicemail. Well I moved and they wouldn't allow me to transfer service.They had me close my account out and open another one. Which causes me to pay more fees. On September 3, 2019 was when I closed my account out and that's when I opened another account and I received the install date of September 5, 2019 for 9 am to 1 pm. They did not show again and I never even received a courtesy call. I spoke to a Tony in a Tampa Florida office who was rude and zero help and gave me the run around and I spoke to a Mary in the business side of things with the ID or badge number
Frontier has investigated the above statements and offers the following response:
Frontier advises service order are addressed as quickly as possible. Due to a special project the service order was delayed.
Frontier is working toward a solution that will provide Ms. service. Given that many factors could impact the timing of an upgrade; we cannot guarantee any specific date for project completion.
A Frontier consultant will continue to provide updates directly to Ms..
We regret any inconvenience that Ms. may have experienced as a result of the above matter.
This is for Internet access. First, at some point my autopay was disconnected. I tried paying manually and I thought I did, but somehow the latest payment wasn't taken. I then had my internet disconnected. I work from home and I work a lot of hours and I need my internet for work. I was cut off in the middle of a conference call. I then called Frontier and was told that they could take a payment on the phone but they would charge me $10. So I told them I would pay through the app. Internet did not come up. Then my internet did not come back on. I called them back and I was told that if I want internet today, I have to pay the $10 fee. Otherwise I won't have internet until next week. They basically held my job hostage for $10. I paid it and then I learned that they would not instantly turn it back on. I had to wait 15-20 minutes.
Dear Revdex.com:Frontier Communications has received notification of a complaint
from the above individual. According to the complaint:Mr. is disputing a pay by phone fee. Frontier has investigated the above statements and offers
the following response:Upon further review it has been determined that Mr. was charged to make a payment by phone.Frontier advises we have applied a one-time courtesy credit to the account for service trouble experienced.Please allow thirty to sixty days for credit to be reflected on a future statement.On September 9, 2019 Frontier contacted Mr. to advise on the above information.A direct contact was left to further address as needed. If Mr. has any additional questions, please contact the
undersigned.We trust that this information will assist the Bureau in
closing this complaint. Sincerely,Bridget G
I have had issues with Frontier in the past. Most recently is in regards to the AutoPay feature on the Frontier website. The last two months I have been double charged for my monthly service. In August, I was informed that it was my fault because I "signed" up for AutoPay twice. I was informed that the error was taken care of and I would receive a refund within 24 hours. I never received a refund and had to go through my bank to get my money back. This month, again I was double-charged for services, but this time it came through as one charge. This has caused my bank account to become over-drafted. I was informed that the issue will be taken care of as I was last month when nothing happened. Today, 9-5-19, I have spoken with an associate who was rude and unprofessional. Half of the phone call was muffled and sounded as if she was eating while on the phone. When I asked for her name and employee number and was unable to hear her, she proceeded to sigh and get irritated. I am very frustrated with the level of service provided by Frontier and would like to not have to call every month to have my bill straightened out.
Dear Revdex.com:Frontier Communications has received notification of a complaint
from the above individual. According to the complaint:Ms. is having issues with Auto Pay on Frontier’s website.She requests a refund.Frontier has investigated the above statements and offers
the following response:Upon further review we determined a delayed Auto-payment error. On September 11, 2019 we advise a credit refund has been processed due to a second payment which created a Credit Balance. We spoke with Ms. and confirmed the above information. Frontier advises our expectations are that all customers have a positive experience when requesting assistance with service or billing concerns.We further advise direct contact information has been provided for future related concerns.If Ms. has any additional questions, please contact the
undersigned.We trust that this information will assist the Bureau in
closing this complaint. Sincerely,Bridget G.
My home internet stopped working on August 6, 2019 Frontier was called days later and a ticket was issued for repair I was notified that they would not be able to come out until the 27. The internet started working again on the 23 for 24 hours and has not been working at my home since. They were contacted on the 26 to cancel the service which they did not but billed for services they did not deliver and will not prorate cancellation date nor will they refund the entire time that internet has been out and are now charging 8 dollar disconnection fee when it is not even working.
Frontier has investigated the above statements and offers the following response: • Frontier advises that a credit to zero out the account was placed on 09/16/2019. • Frontier advises that the final bill will print and be sent to the billing address in 2-3 billing cycles. • A Frontier agent was able to contact Mrs. to advise the above. We regret any inconvenience that *** may have experienced as a result of the above matter.
Frontier communication is charging me a full month charge which is way over the regular monthly charge I was paying them after I switch to spectrum communication within my bill date and after paying the final bill before switching service. Then I was told there is no one I can talk to regarding a waiver of these charges.
Thank
you for referring the complaint of *** to our office for
review. We appreciate your bringing this
matter to our attention.A
review of the customer’s account determined the customer’s service was
disconnected on July 23, 2019. The
customer’s last payment was $178.44 for service rendered from June 18-July
17. The customer’s July 18 bill bills
through the end of the billing cycle which is August 17. Frontier no longer issues pro-rated credit
for service disconnected prior to the end of the billing cycle. The customer
was properly billed $188.03 for this period. Additionally,
the customer was billed an early termination fee in the amount of $191.41. The customer was enrolled in a commitment
through March 21, 2021.While the customer may not agree, the customer has been
provided with information based on Frontier’s Final Bill Process. We
trust this information will assist you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations
Internet (DSL) / Landlines went out on August 20th. Since August 20th Frontier has either denied there is an outage and or has refused to send out a repair crew to address the issue. I have a neighbor who has had two heart transplants and she must have a landline due to bad cell service in our area. Frontier has been advised of this and yet they still have not made any attempt to repair and service
Thank
you for referring the complaint of *** to our office for
review. We appreciate your bringing this
matter to our attention.A
review of the customer’s account determined the trouble ticket for the service
outage was cleared on September 13, 2019. The trouble was due to a buried cable that was damaged or cut by another
source. We apologize for the
inconvenience. A time out of service
credit in the amount of $43.99 was applied to the customer’s account. This credit is equivalent to 1-month credit
in addition to the billed late fee ($9.00).We
trust this information will assist you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations