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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After many attempts to set up phone service at our new home, we eventually found out it could not be done. We then cancelled our service at our previous address and were told there would be no further charges. Our last bill arrived and we were encouraged to pay it, even though it was for service after the cancellation date. The reps assured us the bill would be adjusted in the coming months and we should just wait for the credit to appear. After the credit did not come, phone calls were placed to customer service where we were told a credit was approved and we would be receiving a refund. This was repeated by at least 4 different reps. Communication with the Office of the President was not positive.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention. The rebuttal states that: Ms. stated that after cancelling their service, the Frontier agent advised there would be no further charges. Ms. advised she was told she would get a refund after paying her final bill. Frontier has investigated the above statements and offers the following response: Per Frontier Term of Service, all customers are billed a $9.99 fee to cancel internet service. Ms. was incorrectly advised that the $9.99 fee would be refunded. Agent coaching will be sent accordingly. 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 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. This response is unacceptable. If the company would review my account, they would see there is nothing mentioned about a cancellation fee on the last bill. When I called, I was told to pay the bill and it would be adjusted the following month. We were unable to receive Internet and/or Phone because of Frontier's unsatisfactory customer service in the first place. This is documented on customer service correspondence dating back to December 3, 2018. We were promised phone service, but the company was not able to give us phone service. They could not provide service, so why is it our fault that service was cancelled? We were loyal customers for over 30 years and this means nothing to this company. Besides the fact that the company has said I was misinformed. I believe we were lied to, not misinformed. For the record: My name is spelled: ***, not ***. 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. want a refund of their last Frontier bill because phone services were not provided. • Ms. advised she was told she would get a refund after paying her final bill. Frontier has investigated the above statements and offers the following response: • Ms. was not billed for phone services. Per Frontier Term of Service, all customers are billed a $9.99 fee to cancel internet service. The final bill of $9.99 was for this one time fee. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
We have internet through frontier. I e called numerous times about the service cutting out and they sent someone to my house that pulled in the driveway left a card and took off. The service has not got any better it always cuts out and never works. Customer service does nothing. I don’t understand how you can charge for a service that your not providing half the time I have to turn the WiFi hotspot on my phone to do my emails for work and let my children as we speak I had to use my hot spot to write this complaint because your internet doesn’t work ever.
Frontier has investigated the above statements and offers the following response:
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 attempted to reach Ms. to advise of the above and troubleshoot issues but was unsuccessful. Frontier left a message for Ms. that included direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
cancelled internet service and Frontier continued to bill and even after multiple calls with customer service agents reporting the problem has been solved and bill was fixed they still continued to bill and turn account into the
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. states that she continued to get billed for services after she requested to disconnect her Frontier account. Ms. advises that the account has been referred to an outside collection agency. Frontier has investigated the above statements and offers the following response:
Frontier advises that an adjustment in the amount of $80.95 has been applied to Ms.’s account. The account is closed and there is no balance due to Frontier.
Frontier advises that a request has been sent to pull back any negative credit reporting.
Frontier spoke with Ms. on September 4, 2019 to review this information with her.
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.
The Frontier account is in my name, since I pay the bills and deal with service and billing issues. However, the phone service is located in the home of my elderly parents.
About 3 weeks ago, we had a sudden strong rain storm, so many phone lines were affected. When I called about my parents' phone service, I was told that the outage was a large area that would be resolved soon. But when their service was not restored by the next week, I called and was given a ticket and a repair date of September 4.
I have called several times to try to get that repair prioritized. My parents are elderly and do not have access to cell phone, so it is critical that they have landline service There could easily be medical emergencies, as there have been in the past, so it is urgent that their phone service is restored ASAP.
Thank you for your help with this matter!!
Please note that I did not see "Landline Phone Service"listed as an option under Frontier's name, nor our specific town of residence. So I chose the closest address on your list; hopefully you can find my account information from that selection.
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. states her elderly parents have been without service since August 23, 2019.
Frontier has investigated the above statements and offers the following response:Ms.s phone service was repaired on September 4, 2019.
A Frontier Representative called and spoke to Mr. to confirm services were working and gave provided an out of service credit to the account, which will reflect on the billing statement date of October 7, 2019.
Frontier is mailing Ms. a medical escalation letter, if signed by a physician, and sent back will give the account priority in case of another outage.
Frontier is working on opportunities to alleviate customer frustration related to missed commitments and repairs.
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.
1. My parents were without phone service for one month - from August 5 to September 4, not from August 25 as Frontier stated in their response. They need to be credited for at least a month of phone service, although that does not make up for their negligence, and could not revive their lives had there been an emergency during that month of no phone service. The payment needs to be sent in a check instead of waiting another month for a credit.
2. Frontier told me several times that they already elevated the rank of the service ticket to priority status, yet they did not. The repairman came as originally scheduled on September 4, not on priority status as promised by Frontier - almost a month after the original date of August 5. How can I be assured that after having a doctor's signature they actually will prioritize the service repair? Does a doctor's signature make a person more elderly? They should have responded without making excuses. How do we know that they will respond in the future? 3. The phone service typically goes down after rain storms, or even slow, consistent rain. Could something be done to have more reliable service?
Thank you for your attention to these matters. We appreciate so much your help!
Sincerely
The Complaint states that:
Ms. states her elderly parents have been without service since August 23, 2019.
Frontier has investigated the above statements and offers the following response:
Ms.s phone service was repaired on September 4, 2019.
A Frontier Representative called and spoke to Mr. to confirm services were working and gave provided an out of service credit to the account, which will reflect on the billing statement date of October 7, 2019.
Frontier is mailing Ms. a medical escalation letter, if signed by a physician, and sent back will give the account priority in case of another outage.
Frontier is working on opportunities to alleviate customer frustration related to missed commitments and repairs.
The service outage was reported to Frontier on August 23, 2019. Frontier can only go by the date it was reported until it was fixed.
A Medical escalation letter will hold the account in medical priority for one year.
It can be renewed annually.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
we have phone and internet service through Frontier--our property is in Hope, NY in an area where there is no cell service for miles (at least half hour drive away to a cell area)-the service goes out very frequently and then it takes weeks or even months to get anyone to fix it. we have been without internet service since 7/9/19. For over a week, we did not have phone service either--which is the only way to access emergency help--we have called multiple times-both through the general technical service line and to local personnel (who are very good but do not have control of there time) and been promised help. the complaint has been escalated at least three times but still nothing has happened. They give us an appointment and then never come; only to repeatedly get an text message AFTER the appointment window (always a half day) is OVER, rescheduling the appt for the next day-only to have this happen again. Since 8/19 when we were promised a technician between 1-5 pm, the appt has been changed each day and still no one has come. In addition, the messages are being sent by text WHICH WE CANNOT RECEIVE at home despite repeatedly explaining this to frontier and requesting they call the phone line. there have been no messages to the phone line. We have called on at least these dates (more actually but don't have them all written down)-7/10/19; 7/12/19; 7/14/19-(phone got fixed 7/15 but not internet); 8/8/19; 8/11/19-spoke to Daniel-new ticket number; 8/14-spoke to Jerry supervisor-sadi he'd reach out to scott mason the local supervisor--we got internet service back for less than 24 hours--lost it again; called again 8/16 spoke to Miguel and his supervisor ?Gilbert-promised technician monday 8/19/19. no one came and as explained above, each day since then the appt has been changed AFTER appointment window is passed. Called 8/29/19-pomised technician this am-still nothing.
Frontier has investigated the above statements and offers the following response:
Frontier received a report of line out of service on July 10, 2019 and dispatched a technician July 17, 2019 whom cleared trees limbs from the line conductor to restore the line.
Frontier received a subsequent report of line out of service on August 9, 2019.
Frontier confirms several repair appointments for Dr. ***’s line were missed due to unforeseen circumstances; Frontier confirms a technician was able to isolate and repair a grounded cable pair on Dr. ***’s line on September 7, 2019.
Frontier has issued appropriate credit to Dr. ***’s account for the time out of service.
Service concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.
Frontier apologizes for the missed commitment experienced by Dr. ***.
Frontier is working on opportunities to alleviate customer frustration related to missed commitments and repairs.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Dr. *** 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.
We find Frontier’s response woefully inadequate. A “form” apology and credit for missed service does not compensate for 2 months without vital service and unsafe conditions.
Frontier’s response did not address a major, recurrent issue—in a rural area with no cell service, we were (again) left without phone or internet for extended periods of time. It is a 30 minute drive to an area with cell service, so without phone/ internet provided by Frontier (the ONLY service available), we are without access to emergency help of any kind. In addition, the very sick children and adolescents I treat (who frequently need to reach me outside of office hours) are left unable to access me. The statement that Frontier addresses service concerns with “consideration to the service affected, medical necessity, inclement weather and other factors” does not hold up.
Frontier reports 2 calls from us—as documented in the formal complaint, there were many more calls as documented in our Revdex.com complaint. In addition, Frontier responds that “several service appointments were missed due to unforeseen consequences”-this is a gross understatement, as no fewer that FIFTEEN 4 hour appointment windows were not kept without any notice. Notice of rescheduling was communicated BY TEXT—which we could not receive given that we had not internet service and there is no cell service to the area—and notice was consistently sent AFTER the appointment window had ended. This is a repeated and recurrent problem—“contacting us by text or cell” when we tell them repeatedly that we cannot receive messages in that manner unless we are away from home and in a cell area.
Frontier reports that service was restored on July 17, but it was not. Internet service was not restored.
Frontier reports that they are working on improving service to there customers—this is unconvincing given that long delays for restoring service are their norm over the 12 years we have had service from them. At best, a service outage complaint takes 2 weeks for Frontier to address, and not infrequently, it takes more than a month or two. Generally, there are multiple appointments that are not kept by Frontier without notice.
Phone and internet services are vital. We expect more than meaningless statements.
Regards
Frontier has investigated the above statements and offers the following response:
Frontier received a report of line out of service on July 10, 2019 and dispatched a technician July 17, 2019 whom cleared trees limbs from the line conductor to restore the line.
Frontier received a subsequent report of line out of service on August 9, 2019.
Frontier confirms several repair appointments for Dr. ***’s line were missed due to unforeseen circumstances; Frontier confirms a technician was able to isolate and repair a grounded cable pair on Dr. ***’s line on September 7, 2019.
Frontier has issued appropriate credit to Dr. ***’s account for the time out of service.
Service concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.
Frontier apologizes for the missed commitment experienced by Dr. ***.
Frontier is working on opportunities to alleviate customer frustration related to missed commitments and repairs.
Frontier’s position on this matter has not changed.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Dr. *** has experienced as a result of the above matter.
We get land line phone service and internet DSL service from Frontier. We have been out of service for nearly 2 weeks now due to a mower running over a wiring pedestal along the road and shredding the wires. Repeated calls to repair service have fallen on deaf ears. according to Frontier, 23 people were affected. On Thursday Aug 29 several customers finally had their service restored but we are still dead. They need to provide this much needed service faster than they are doing it now.
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. states that he has experienced issues with his phone and internet services from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that a report was made on August 27, 2019 and completed on September 3, 2019 to damaged cable and pedestal that were damaged by mowers.
Frontier has applied an out of service credit in the amount of $40.21 which will be reflected on the next statement.
Frontier spoke with Mr. on September 4, 2019 who confirmed the services are working.
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.
They advertise a 1year plan for$39.99 a month for 12 months, when you jump through all the hoops your order comes out with a $89.99 cost per month. This a bussiness that is being very deceptive in there advertising boarding on good old fashion fraud.
Thank
you for referring the complaint of *** to our office for review. We appreciate your bringing this matter to
our attention.On
September 7 and September 9 respectively, a Frontier contacted the customer to
discuss the complaint. To date there has
been no response from the customer. Frontier will consider this matter resolved without contact with the
customer.Thank
you,Amara
H.Executive
Customer Relations
On Aug. 5th, I called Frontier to install internet service in my new home at Forest Grove, Oregon. They scheduled a visit from their technician to install the internet on Aug. 16th between 1 PM - 5 PM. For unknown reasons, the technician did not show up. I received a text message from Frontier advising me that they rescheduled for the next day Aug. 17th. Again, the technician didn't show up. Once again, I received a text message with another scheduled visit until Aug. 29th! I took time off work again and waited in vain. The technician didn't show up a third time!
I spent an entire month with no internet and not being able to work and study from home. On top of that, I took time off from work 3 days waiting for a technician to show up anywhere between 1 and 5, for a total of 12 hours sitting at home waiting for someone to show-up.
I finally called them on the third time they didn't show-up to cancel the service and account. I was surprised that they had the audacity to charging for service that I didn't have for a full month. I demanded a refund and they transferred me to other incompetent customer service rep. that wanted to charge an additional 9.99 to disconnect service that I didn't even have!
No doubt, this has been the worst company I ever had to deal with even when compared to corrupted companies from other countries. They are untrustworthy, liars and they charge for services that were not rendered. I know i'm not the first to complain for the same reasons.
Just to prove how bad the communication is with their service, their technician showed-up unannounced the day after I had cancelled service. They didn't even bother to tell their own technician that I had already cancelled.
During the month with no internet, I exceeded my data plan limits on my mobile phone for not having internet at home. Frontier Communications wasted my time and money! I hope that other people will think twice before signing-up with them, even if their prices appear to be reasonable. It's not worth the hassle. Better to pay more for real service from better companies that are available.
The customer service trainee or teenager told me that they can't give me a refund for the month they charged me for not having service. I got transferred to another young rep. that supposedly fixed something, but I have absolutely no confidence that anything was done. They all sound like young teens trying to do work while taking selfies or updating their social media profiles.
I hope they go out of business or get sued for causing so many people anger, frustration, lost money and time!
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 *** for services from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier records reflect that Mr. was billed in error for an additional month of services. Frontier advises that a credit has been issued for his August and September *** statements. Mr. has a credit balance of $69.16.Please allow 1-2 *** cycles for the credit to post. 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 find that this resolution is satisfactory to me.
Regards
Lack of timely service restoration. On Wednesday 8/21/19 our internet service went out. I was notified by text message that the service was out. All of the houses along our road had their service out as well. By Friday 8/23/19 all of the houses service had been restored except ours(this makes the second time this has happened). On Saturday 8/24/19 the service still had not been restored, my wife made contact with customer service to where an appointment was made to send a technician out on 8/28/19. I checked our account online on Monday 8/26/19 to find that our service ticket already showed that the service had been completed (early) and our service still had not been restored. The technician was supposed to arrive between 9am and 1pm on 8/28/19, no one showed up and we are still without internet service. I contacted customer service, to which they had no answer as to why the tech did not show. The customer service agent was helpful and set up another appointment for a tech on 9/3/19. I advised the customer service agent that this was the second time all the houses around us service was restored except ours and that if they couldn’t fix it within 24 hours I was contacting the Revdex.com and the Attorney General’s office. This first instance that our service was not restored was approximately 1 year ago when a tree fell and knocked the lines down. Technicians came and rehung the lines and restored all the houses’ service out our road except ours. After multiple calls to customer service our service was finally restored after 5-6 weeks. Not one time has Frontier offered to credit our account or resolve the issue in a timely manner. Also currently the pole that is supporting the lines is rotting from the inside out, which Frontier has been aware of for some time due to they have marked the pole, that was several months ago. Is it going to take it falling and everyone to go without service before they fix that issue? On September 3 is the next scheduled appointment date, that will be almost 2 weeks without service, with no attempt to credit account or fix service in a timely manner. Also a lady my wife works with, her husband works for Frontier, he offered to come fix our service and was denied by corporate, saying that we are part of a multi line service, but they can fix everyone around us? Corporate told a technician willing to do his job not to fix our service outage. Thank you for your time in this matter.
Thank you for referring the complaint of Mr. A *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. advises that he has experienced delayed repair and requests credit for outage.
Frontier has investigated the above statements and offers the following response:
Frontier advises a trouble ticket was generated on August 24, 2019 for no Internet connection for a week with a due date of August 26, 2019. The ticket was placed in a common cause outage and completed on August 26, 2019 with commercial power restored to the Frontier equipment. Frontier advises Mr. reported on August 28, 2019 still no Internet connection with a new ticket generated due on September 3, 2019. A technician was dispatched on September 3, 2019 and tested the access line and left a new modem at the home and left a message.
Frontier applied a credit adjustment to Mr.’ account for the time out of service that will appear on the September 13, 2019 bill statement.
Frontier apologizes for the missed commitment and is currently working on opportunities to alleviate customer frustration related to missed commitments and repairs.
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.
My company was using *** many years until few years back they sold their company to Frontier. And by then it's a nightmare.
We've 2 business lines and 1 internet line which all these services are in one single account. After my service switched to Frontier, the internet is so slow so unstable that it can't even handle a credit card transaction. I called and chatted with Frontier numerous times regarding the problem and questioning why the speed of the internet is becoming like so slow.. we have high-speed internet when we signed up with *** but Frontier could not provide high-speed internet like *** (I don't know the reason) anyway, we decided to changed to some other company. I canceled my account with frontier and chat with them to make sure my account is canceled and settled all my balance. Confirmed with the CS on chat session, go back to my online account to double-check afterwards. The account already shows nothing is there, stating no linked account.
But today, I suddenly received a notice from mail stating that I've a balance unpaid.
I called them and they said that because we ported out the telephone lines only so the internet is still there until now.... I said I canceled the account which means every service which I have in my account. And how can they suddenly decided to keep that service and open a new account number which I don't even know about it.
I've online chat transcript for my account cancellation with the date, time and the person who chatted with me.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. states that they were advised their account was closed but now received a notice saying they have an unpaid balance. Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s complaint and finds that they subscribed to three phone lines and only ported out two of them, Leaving one still in service.
Frontier has disconnected the active line effective as September 9, 2019 after speaking with Ms..
Frontier has applied an adjustment of $256.04 for 90 days of billing charges and late fees billed on their account.
Frontier spoke with Ms. on September 13, 2019 to advise the above information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Christopher C Department: Consumer Relations
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.
Even though I submitted the concrete evidence of cancelling the account at Frontier, I don't feel Frontier have interest to look into it... I have no choice but go to the Department of Consumer Protection to file an official complaint against them.
I believe the way they do business is no difference to a scam. Thank you Revdex.com for taking part into this issue.
Regards
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. states that they were advised their account was closed but now received a notice saying they have an unpaid balance. Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s complaint and finds that they subscribed to three phone lines and only ported out two of them, leaving one still in service.
Frontier has disconnected the active line effective September 9, 2019 after speaking with Ms..
Frontier has applied an adjustment of $256.04 for 90 days of billing charges and late fees billed on their account.
Frontier still stands with our previous decision providing 90 days credit per our company policy.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Christopher C Department: Consumer Relations
I cancelled services on June 24 because we sold our home and no longer live there. They provided confirmation that services were turned off. They continue to bill me for an additional month of services even though they admit services were turned off the month before and I no longer lived at the home. They refuse to adjust this to correct their error.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he was charged after he terminated Frontier services. Frontier has investigated the above statements and offers the following response:
Frontier has made several attempts to speak to Mr. regarding the above matter, but we have been unsuccessful.
Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle.
As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance.
Frontier has provided direct contact information by email and voice mail, if he 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.
Richard called and left me two phone messages. Unfortunately, I was at work and unavailable at the time he called. I have returned his call, leaving multiple voicemail messages, but he is never available when I call. Richard does not tell me when to call, how to reach them, or an alternate person I might speak with if he is unavailable. I can provide dates and times when I left messages.
This is not a good faith effort to communicate, and asking to have the case closed based on this, lacks sincerity. As I see it, no real effort has been made to resolve this complaint, especially since their response was not forthcoming.
Regards
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he was charged after he terminated Frontier services. 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 advises an email was sent to Mr. on September 4, 2019.
Frontier has made several attempts to speak to Mr. regarding the above matter, but we have been unsuccessful.
Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle.
As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance.
Frontier has provided direct contact information by email and voice mail, if he 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 recently moved and called to have my service discontinued on 8/26/2019. I went out today to see what the final bill was and I see that I am being billed for 8/13-9/12 for 64.10. I refuse to pay for the service that I was not even in that location for. So it should be half of what they are saying. I did call and try to talk to them and they are insisting that because the bill was already generated that they could not credit the bill for the part that I was not living there. I will not and am not paying for the days that I was not there. It is bad enough for the years that I have been with them the service I paid for was not what I was receiving and I had proof of that. It has been excuse after excuse from this company and I am done.
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 was charged after she terminated Frontier services. 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 his billing cycle.
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of his billing cycle.
As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance.
Frontier spoke with Ms. and advised her 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.
When I spoke to richard they have no record of any of the times they were there and replaced the modem 5 times, they have nothing noted that I called numerous times on issues with internet. Always excuses and now they want to charge me for days I didnt have internet and said the only way they can allow credit is if they have proof of issues. This is stealing from customers, this is unacceptable customer service and proceeded to say he wanted to credit me but couldn't with no documentation of issues. So from 2015 to 2019 I had 5 different modems and NO documentation. I agree to pay 32.05 that's what I was there for.
Regards
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 was charged after she terminated Frontier services. 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 advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of his billing cycle.
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of his billing cycle.
As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance.
Frontier spoke with Ms. on September 4, 2019and advised her 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 ordered Internet from Files Tampa Florida they came out and installed it they put a cable on my lawn and they did not come and bury the cable I ordered the service and they came out on 827 they said they cannot come and bury the cable in my yard until September 9 it’s on the easement of the county property is hanging over my gate I have a pitbull and he’s going to chew it and we’re coming up with the hurricane I try to work with the customer service and they do not want to work with me so I disconnected the service and tell them they can come and reconnected until
Dear Revdex.com:Frontier Communications has received notification of a complaint
from the above individual. According to the complaint:Mr. is requesting service cable be buried as soon as possible. Frontier has investigated the above statements and offers
the following response:Upon further review we determined a drop was buried on September 9, 2019. Frontier advises our expectations are that all customers have a positive experience when requesting assistance with service or billing concerns.We further advise on September 17, 2019 a Frontier representative spoke with Mr. on the above information.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.
Hello, My Name is ***. I am writing because this is the SECOND TIME I have issues with anything related to *** and Frontier Communications. I have been sent to collection regarding a final balance that was paid and equipment that was returned as well. I have a confirmation number in regards to the payment and a UPS ground tracking receipts showing that I returned the equipment. I do not understand why this is a revolving issue with this company, I am being falsely accused of not paying and keeping equipment that I have proof of both issues.
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 is disputing an outstanding balance with Frontier. Ms. advises that she was sent to collections by Frontier because of an unpaid final bill.Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. attempted to make a payment on June 2, 2019 for her outstanding balance of $76.43, but the payment failed to go through. She would need to contact her financial institution for an explanation as to why the payment failed.
Frontier spoke with Ms. on September 6, 2019 and advised her of the above information. She stated that she will make a payment online in order to clear the balance. Frontier will follow up Ms. once the payment has posted to her account, and she has direct contact information for Frontier.
Frontier advised that they will inform the outside collection agency once the account has been paid in full.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
I want to be credited for portion of final billing cycle because I will no longer have the service. When I canceled my service they told me I was responsible to pay through the end of my billing cycle whether I was receiving service or not. I have never encountered this with a utility company. They say it's in the terms of service. The customer service rep was unable to help me. I contacted the office of the President - they will not credit my account either. My service ended 8/26/19 with Frontier. I chose that day because that’s when Frontier set my current rate to run thru. I only expect to pay through then give or take a day. I have paid my bill on time every month for 3 ½ years with Frontier and 3 years prior to that with ***. Except for a modem, I still have all *** equipment. That means my equipment is from March 2013! And still I paid for these outdated boxes and DVRs up until a year ago! No one contacted me to upgrade. I inquired several times about wanting to record more in HD and was told it wasn't possible UNTIL my call to disconnect service. I have never experienced such poor customer service.
Frontier has investigated the above statements and offers the following response: Frontier advises Ms. service under phone number *** was Ported to another provider on August 27, 2019. Frontier does reflect usage of service prior to August 27, 2019. Frontier was provided the disconnection date by the transferring company. Frontier advises Ms. was subscribing to Frontier VoIP, Internet, and television, with a statement cycling on August 15, 2019. Frontier advised Ms. of this specific Term of Service on each monthly statement: If you cancel your 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. No partial month credits or refunds will be provided for previously billed service subscriptions. Frontier advises in compliance with our terms of service no credit will be provided to Ms. for the monthly service charge. We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
I called Frontier Communications on 8/29/19 at 12:25pm EST. I called to cancel my internet service. My account number is ***-5 for service address of *** FL 33556. They said they wouldn't cancel my account without me having to pay a service charge of $9.95. I told them to cancel my account and was never informed upon signing up with them about this service charge to end service. I want my account cancelled. Please cancel my service. It is not right to charge someone to cancel service when they were never informed upon signing up for service initially. My account needs to be cancelled and it is unethical to charge me for something that I wasn't informed about.
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 will be billed a broadband processing fee.
Frontier has investigated the above statements and offers the following response:
Frontier spoke with Mr. on August 30, 2019 and advised we will set a billing follow up for September 23, 2019 and review the account for a customer courtesy credit.
Frontier advises there is a fee of $9.99 when a customer discontinues broadband service.
Frontier advised as of September 31, 2019 the account is closed.
Mr. presented no further questions or concerns and has direct contact information for the future.
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.
After speaking to a technician at the neighbors house about an issue we had been having with our phone not being able to call outside of our local exchange, a Frontier supervisor called my home. She spoke to my 82 year old mother (she knew it was not me) and told her for $7 a month we could add long distance. My mother said to go ahead except she is not authorized to make changes to my account-only I am. I am now being charged $70 a month more and they refuse to give me back my old service saying that I was grandfathered in for that rate. It is illegal for them to make a change to an account without the permission from the authorized account holder.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Ms. states that changes were made to her account without her knowledge or permission. Ms. is requesting to have the billing corrected. Frontier has investigated the above statements and offers the following response:
Frontier records show that on July 25, 2019 Frontier spoke with authorized user ***, who requested to move the Phone service from a regular Phone plan (no long-distance calls included) to Digital Phone Essentials (30 minutes of ling-distance calls included). Frontier issued an order to make the requested changes. Frontier records show the correct promotion, after the account changes were made, were not activated. This cause the account to bill at a higher rate on the August 7, 2019 statement. Frontier then activated the promotion and issued credits to correct the billing. Frontier records show that Mr. contacted Frontier on August 26, 2019 to request additional changes to the account. Per Mr.’s request, Frontier issued an order to remove the Phone service and provide stand-alone Internet service. Frontier spoke with Ms. on September 25, 2019 to advise of the above information. We regret any inconvenience that *** may have experienced as a result of the above matter.
I have had the state police at my house 5 times do to an issue in the landline. I was told by frontier several times this issue has been resolved they will fix it . Overall I have spent several hours on the phone with them and the state police showed up again lastnight , so this is still happening . Nobody has come out to check the line and everyone is giving me different information every time I call .
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 on August 22, 2019 an order was initiated to remove the phone service and downgrade the account to internet only.
Credit in the amount $105.89 was issued. Please allow 1-2 bill cycles for credit to post to the account.
On September 6, 2019 I spoke with Ms. regarding her concerns. During this contact, she acknowledged that her concerns were previously addressed.
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
On 06/21/2019 my internet and phone where disconnected without my permission. I was then charged 115.00 for period 06/19-07/18/2019 which was automatically withdrawn from my account. I also have a new bill for 07/19-08/18/2019 for 18.13 and being told it would go to collections
Frontier Communications has received notification of a complaint from the above individual. According to the complaint: • Ms. is disputing her bill with Frontier. • She requests an apology for service disconnection, refund and adjustment.Frontier has investigated the above statements and offers the following response:• Upon further review we determined Ms. downgraded service on June 20, 2019. Order #*** disconnected service in error. • Frontier advises our expectations are that all customers have a positive experience when requesting assistance with service or billing concerns. • A credit in the amount of $134.07 has been applied. The credit will be reflected on a future closing statement within thirty to sixty days. A refund will be expedited.• We further advise on September 16, 2019 we attempted to reach Ms. Cervantes. A detailed voice message on the above information was left, along with direct contact information for further review, as needed.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.cc: Lupe Cervantes
I wanted to upgrade my internet. I've stayed home 2 times (4 hours missing work) and they have canceled these both times. Both times they contacted me at the very end of when they were supposed to be there so I wasn't able to go to work.
Frontier has investigated the above statements and offers the following response:
Service concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.
Frontier advises Ms. cancelled her upgrade order.
Frontier apologizes for the missed commitments experienced by Ms..
Frontier does not provide compensation for employment wages.
Frontier is working on opportunities to alleviate customer frustration related to missed commitments and repairs.
Frontier spoke with Ms. and advised of the above.
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.