Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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I canceled my service effective 5/28/2019 because I moved. Frontier continues to bill me for services I never used beyond the date the cancellation/disconnect was to take place. Now they are threatening reporting it to a collection bureau.
Frontier has investigated the above statements and offers the following response:
Frontier advises on May 31, 2019 Mr. placed an order to disconnect service on June 27, 2019.
Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle. Mr. was eligible to continue receiving Frontier services through the end of that billing cycle.
Frontier attempted to reach Mr. to advise of the above but was unsuccessful. Frontier did leave a message that included direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
The date my service was installed the technician has issues and it took approx 7 hours to do the install. I was told by the technician that he could not achieve my requested internet package speed of 90mbps and that I would be lowered down to the next tier pricing. When I received my bill I was being charged for the 90mbps service which I don’t have. On Saturday, August 17, 2019 my service stopped working. I was on the phone with technical support for over an hour and they could not repair the service and said the soonest a technician could come was Monday August, 19, 2019. I use the internet for my job and I had to go to a friends house all weekend to do my work. I tried to cancel the service and was told that I would have to cancel the service request first, so I did. I called back Monday Aug 19, 2019 to cancel the service and the hotline said that a technician was at my residence repairing the issue now, however there was no technician as I am home at this time. I have called and been on hold for hours trying to reach someone. This is totally unacceptable and I want the service terminated and all charges dissolved including the installation charges.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that when the technician came out to install his internet service the technician was having issues and could not give him the speed that he requested for his service. The technician advised him that his bill would be lowered down to the next tier pricing. Mr. advises when he received his bill he was charged for the higher speed of internet. Mr. advises that his internet service stopped working on August 17, 2019 and he called and spoke with technical support and a repair ticket was placed and dated for August 19, 2019 and he advised that he uses his service for work. Mr. advises that he tried to cancel the service and was told that he needed to cancel the service request first before a disconnect order could be placed so he did. Mr. called back Frontier on August 19, 2019 to cancel his service and was then advised a technician was at his home repairing the issue now, however there was no technician as he was home at that time. Mr. advises that he wants his service terminated and all charges dissolved including the installation charges.
Frontier has investigated the above statements and offers the following response:
Frontier investigated and advises that the technician could not install the internet speed that Mr. request because it is not available at his location. The technician did install the next lower speed. Mr. was billed for the higher speed as it was not changed on the initial installation order in error.
Frontier advises that an order was placed on September 4, 2018 and dated to September 5, 2019 the end of his bill cycle to cancel his service.
Frontier advises that credit has been applied to Mr.’s account and he has a zero balance. A bill statement printed on September 7, 2019 showing the zero balance that he will be receiving.
Frontier advises that Mr. is satisfied with the resolution and has direct contact information if he should need anything further.
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 recently put in a complaint about a discount. I terminated my services and Frontier agreed to refund my money of 72.05. When I spoke to someone after I filed the complaint she stated she put in for my refund and that I should receive it in 72hrs if I haven’t callback I waited to the following week I called back it said I had a balance of $8.39. The refund was applied to a bill for August although I canceled my services in July. When I called I was hung up on after waiting 10 minutes the second time I called I explained the situation and was told they would not refund my money because that’s there policy I told her that I had spoke to someone who contacted me after I filed the complaint and stated it would be refunded in 72hrs I would receive a check. I was told again they would not refund my money I asked to take it higher because I’m tired of dealing with Frontier she told me I could contact the president and to go online to do so I asked for her supervisor and was told it would be a long wait.
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. advises that she was billed for a full month of service. Frontier has investigated the above
statements and offers the following response:Frontier advises that Ms. has pre-paid for her services and was eligible to continue receiving service through the end of her 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. Frontier advises that a courtesy credit was issued for the full month of billing in the amount of $72.05. Please allow 1-2 bill statements for the credit to reflect on the customer’s statement.Frontier representative has spoken to the customer and provided 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
On August 2, I called Frontier to upgrade my internet package at home. Our internet service is horrible, so I wanted to give them one last chance to see if this makes a difference. I've been a customer for 15 years. I talked to a representative and scheduled a technician appointment for August 13, between 8:00 am to 12:00 pm. I received a conformation email that day, noting the date and time of the service upgrade. I took a day off from work for this to be completed. Nobody showed. Our internet quit working that morning as well, which I thought might be part of the upgrade. At 11:45 am that morning, I got an email from Frontier noting my new equipment installation, and change to my monthly bill, even though this service was never done. I spent the entire afternoon of August 13 trying to get a hold of Frontier, but constantly being given the runaround about what happened. I was probably on hold at various times for over an hour. That evening, I finally was able to speak to a retention specialist who I explained everything to. I told her I wanted to close my account from Frontier and to drop all services. She complied and understood my frustration. I also told her that my current bill had better reflect the service I last had, not what they thought they installed. My bill has yet to be fixed and my telephone at my residence is still active, almost a week after I cancelled all services.
Frontier Communications
Thank you for referring the complaint of *** C. *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
*** C. *** states he called Frontier to upgrade his internet package and was scheduled for August 13, 2019. *** C. *** states he took the day off from work and Frontier was a no show and his internet quit working as well which he thought might be part of the upgrade. He received an email that day noting his new equipment was installed and his monthly bill changed even though he said the service was never done. *** C. *** called Frontier waiting on long holds and receiving no resolution so he asked to speak to retention to drop all services. *** C. *** would like a billing adjustment to reflect the services he had and to not be billed for the upgrade. Frontier has investigated the above statements and offers the following response:
Frontier system shows his order was done through the central office without sending a field technician and it should have gone to the field that is why he received a confirmation email that work was completed.
Frontier apologizes for this error.
Frontier spoke to *** C. *** on August 28, 2019 and informed him that credit has already been applied to his account so that he was not billed for the upgrade.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** C. *** may have experienced as a result of the above matter.
Frontier Specialist: Kelly E Department: Executive Relations
I contacted Frontier Communications on 7/3/19 to cancel tv services and upgrade internet service. I agreed to a fee of $65 per month plus a small tax. Since my billing cycle had already started, I was charged for the month of July and told I would maintain my current tv and internet service until 7/30/19. I agreed. My tv service was cut-off on 7/16/19 and I called to explain that I paid for it until 7/30/19. I was told it would be reconnected. It was not. I called on 7/17/19 and worked with them for over 3 hours on the phone to get service restored. Finally after 3 hours and 6 minutes of mind-numbing communications, they restored my service. My bill for 8/23/19 showed up on my online account, and it showed that I was being billed for internet, FIOS Double Play (which I did not order), a wifi router (which I did not order). The bill came to $179.48. On 7/3/19 I was told my bill for 8/23/19 would be $65 plus some tax. I called on 7/22/19 to dispute the services that I did not agree to and the cost of service. I was told by Sheri that the services that I did not request would be removed and I would not be charged for them. I called again on 8/7/19 because my online bill did not reflect any changes. The services I did not order were still on my Account and billed at a cost that I never agreed to. Customer Rep Shi said that she would credit my account for the overcharges; she stated that I would receive a $222 credit. My tv service was cut-off 7/30/19 as agreed to, but my internet service was cut-off on 8/19/19. I received no communications from Frontier that they did not credit the $222 that I was told they would, so they cut-off my internet service. I called and tried to get the issue resolved, but they still insisted that I pay over $352. I will not. I do not owe them for services that I didn't agree to. This better not harm my perfect credit. I have been a faithful customer of Fios / now Frontier for many years. Their customer service is terrible, and the reps lie, lie, lie! They need to be held accountable for their incompetence!
The Complaint states that:
Ms. is disputing her Frontier balance. Frontier has investigated the above statements and offers the following response:
Frontier advises that we apologize for the inconvenience this issue is caused.
Frontier advises that according to our records, Ms. requested removing her video services and upgrade her internet speed on July 3, 2019. A quote was provided of $68.99 before taxes and surcharges. In error, Ms.’s request was not processed correctly, and she continued to bill for video services into her August statement.
Frontier advises that we have issued credit to Ms.’s August statement for the difference of the $68.99 that was quoted to her and the billed amount.
Frontier advises that despite our best efforts, we were unable to reach Ms. to discuss her complaint. Direct contact information has been provided.
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
Frontier Communications
Frontier sent a person out to my house last winter,(i don't know the exact date) to set up high speed internet in my home. He showed up and wanted to know where my telephone wire was at. I told him that I had never had any telephone wires in my house and that he was supposed to install them. There was several feet of frost and several feet of snow on the ground,so he left. I never ever heard anything back from Frontier until Maybe April or May. I started getting phone and e-mail messages to pay my bill. I called Frontier several times to try to get something done with them. They did nothing for me, nobody ever set foot in my house, 40-60 minutes per call to get thru!! To this day, I have never seen a copy of what I was billed for. I have ask numerous times for them to tell me how much data I used, how much wire did it take, what kind of a modem did they use????? I did get my account canceled, but they will not credit me for the charges. I have a case file with them---***.
Everything we talked about should in that file. I can't get a copy of it. I talked to a Virginia C in June and she gave me her e-mail address back in June. Tried to get back to her a couple days later her phone was shut off and the email no longer worked. I don't believe you will be able to get an e-mail address for anyone at Frontier. I believe that is forbidden.
The last person I talked to was very helpful, he understood that I was being charged for something I never got, but he could not do anything but make notes in the case file with a dispute attached. Now I got a letter from a collection agency that is threatening action against me. I don't know what else to do. This is a nightmare, and I think that everyone in your office knows what Frontier is all about. They are not a good company.
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 billing for services not able to be connected.
Frontier has investigated the above statements and offers the following response:
Frontier advises account has been credited balance of $ 280.61 for the closed account.
Frontier advises we have notified the collection agency of this credit.
Frontier spoke with Mr. on August 23, 2019 and reviewed the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
On July 30th there was an outage of service caused by Frontier. I was directly told by Frontier customer service that a line had been cut and was to be repaired. I called back later that day due to late of internet service and Frontier router not working. I walked through their recovery steps several times with a technician and then told that line had been fixed. I still had no service and was tole by Frontier technician that I needed a new router. They would send one out, but would not send it over night. Once I received the router to call back and ask about a credit on my account. I had to wait for regular mail. 5 days later I received the router and installed it myself. I was without service DUE TO FRONTIER for 5 days. I called today, 8/19/19, for a credit on my account for service not rendered. I spoke to Nick from customer service and was told that in the "terms and conditions" I did not qualify for a credit. That Frontier was not responsible for any outages even if they caused them or it was due to their equipment. He had an attitude and said that if I had a technician come to my home I could have received a credit. I said I didn't know that otherwise I would have wasted Frontier and my time and had a technician come out. I asked to speak to his supervisor. Spoke with Dillon who said he was Nick's supervisor. He also said that he could not give a credit for service not rendered. I told him what Nick said and he said even if a technician came out they would not issue a credit. Nick then said he didn't say that and I said the conversation was taped and to listen to what he said, he said he may have said that and Dillon said this information was not correct. I then asked to make a formal complaint and spoke with Cindy, she said she would take my complaint and Nick would be reprimanded, but that she too could not give a credit. I cannot believe that a company can still charge a service fee for service not rendered by their fault and their faulty equipment. The consumer should not be responsible for a problem/service interruption that was clearly the fault of Frontier.
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:
Ms. states internet outage/router issues causing no service for a few days.
Frontier has investigated the above statements and offers the following response:
Frontier advises a courtesy credit of $ 11.00 was applied for the five days with no internet service.
Frontier spoke with Ms. on August 29, 2019.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I had *** and Frontier bundled, I cancelled *** TV service on July 27, 2019, I kept and paid my internet service with Frontier. Frontier was notified by me and *** numerous times because I had a refund of $71.35 from ***. My refund was sent to Frontier, they kept it and billed me for future service with *** that I no longer have. I have contacted Frontier several times and even have an order number of when it was cancelled with Frontier # ***! All Frontier has done for me is hung up on me several times and still saying I have a past due amount owed of $135.76 when in fact they owe me $71.34 from my refund at *** being sent to Frontier. The account .
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. state she had *** and Frontier bundled. Ms. state she cancelled *** service on 7/27/19, that she kept and paid her Frontier Internet service.
• Ms. states *** sent her a refund in the amount of $71.34 to Frontier which she states Frontier kept and billed her for future services with *** that she no longer had.
• Ms. states she has a past due amount of $135.76 when she is owed the refund of $71.34 from ***.
Frontier has investigated the above statements and offers the following response:
• Frontier and *** Network are partner providers. Frontier offers combined billing with *** Network where Frontier pays for the *** Network service charges in advance and subsequently bills those charges on the Frontier bill for collection. Ms. was billed for *** services on the 7/15/19 bill in the amount of $154.76 which was for *** services from 7/10/19 through 8/15/19.
• Account records show Ms. made a payment toward the 7/15/19 billing statement in the amount of $49.43 for the Frontier services only and did not make any payment toward the *** Charges.
• Frontier records show Ms. received a credit on the 8/15/19 billing statement in the amount of $71.34 for *** services back to 7/27/19 which is the date she states she requested her *** services disconnected. Ms. would still owe Frontier for *** charges from 7/10/19-7/26/19 which Frontier previously paid in advance to *** and Ms. used. The current balance owing of $135.38 is for the Frontier service charges from 8/16/19 through 9/15/19 and the *** charges not previously paid.
• If Ms. is disputing the amount of the *** Credit provided, she would need to contact *** Network Directly.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
Sincerely,
Frontier Executive Customer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards,
***
This should have been disclosed to me in the beginning of my numerous calls to Frontier instead of being rude and repeatedly hanging up on me! This could have been avoided provided Frontier would have competent people working for them!
On July 22nd 2019, I contacted Frontier customer service to cancel my Internet service because I was moving to a new place on 8th of August, I asked for cancellation to be on the 9th of August and I was informed and confirmed multiple times during my call that I was not going to be billed beyond my cancellation date (9th of August) when the new bill would generate.
Confirmation number for my call *** Now after I moved out and was expecting to pay only for 1 week of august as agreed, the new august bill generated and they are charging me for the full month of august 49$ + an early termination fee even though I'm not under any contract and I've been their customer since 2015
Frontier Communications
Thank you for referring the complaint of *** T. *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that he was billed for a full month of service even though he wanted to end his service earlier because he was moving. Mr. expected to pay for one week of August as agreed. Frontier has investigated the above statements and offers the following response: Frontier investigated and advises that Mr. paid $3.35 on August 28, 2019 and Frontier applied credit for the balance of his bill charges and now has a zero balance.
Frontier advises that a final bill printed on September 7, 2019 with a zero balance and was mailed to Mr..
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:
Thank you for your assistance, I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Purchased and returned multiple smart-mesh wifi extenders. No refund issued despite multiple assurances it was forthcoming. I have been proactive and called regularly regarding the issue to no avail. While the solution is coming within 24hrs (Supposedly, I've been told that before) I've exhausted my patience and am finally filing a complaint after repeated poor communication and service.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
*** states he purchased and returned multiple smart-mesh Wi-Fi extenders. *** states no refund issued despite multiple assurances it would be done. *** has been proactive in calling regarding this issue and has received no resolution. *** wants Frontier to adjust his account with the proper credits for equipment he has returned.
Frontier has investigated the above statements and offers the following response:
Frontier spoke to *** on August 26, 2019 and informed him that Frontier shows he was billed once for a smart-mesh Wi-Fi extender not twice.
Frontier informed *** that the last agent to enter an adjustment request for him placed the request the wrong way so it was denied.
Frontier informed *** that an adjustment was placed on his account August 26, 2019 for $169.99 before taxes. It will take one to two days to post to his account.
Frontier mailed bill copies as well for an old account *** had per his request.
Frontier provided a direct number in case *** needs any assistance going forward.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
Frontier Specialist: Kelly E Department: Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I reject the response made by Frontier until I actually see:• a credit posted to my account, which as of 8/29 9am has NOT posted (on 8/26 it set to take 1-2 days)
• billing paperwork from my old account confirming I was never billed for a second dual mesh extender, which as of 8/298 I have NOT received.
I will continue to wait, as the mailing might take a few more days, but the credit for $169.99 should have posted by now, per Frontier. I'm contacting the Revdex.com and not Frontier currently because per the following Revdex.com terms that's who I should be contacting:
The business has sent the Revdex.com a message regarding this complaint, and we are passing it on to you. The contents of this message are below or attached. Please contact us within the next 5 business days with your response to the company's message. If we do not hear from you we will assume the matter has been settled and the complaint will close Answered (Assumed). If an offer was made by the business and you will accept it, you MUST follow up with the company to let them know and work out the details. The Revdex.com publishes the details of complaints received by our office. The text of your complaint may be publicly posted on Revdex.coms Web site (There are a few instances when a complaint does not meet publishing guidelines and Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.
I'm writing within 5 days so the matter is not considered settled. Until Frontier fully resolves this I would like my complaint to remain open.
Frontier said they would credit to me $169.99 and prove that I didn't get billed an additional 169.99. So far they have done neither. As you can't "offer" to correct a billing mistake, I don't believe that the term "you MUST follow up with the company to let them know an work out the details" applies here. Per my original complaint, I have been pro-active about following up with them from the get-go, and the well of my patience only runs but so deep for the company at this point.
Regards
Frontier Communications
Thank you for referring the rebuttal of *** to our office for review. We appreciate him bringing this matter to our attention.
The rebuttal states that:
*** states he purchased and returned multiple smart-mesh Wi-Fi extenders. *** states no refund issued despite multiple assurances it would be done. *** has been proactive in calling regarding this issue and has received no resolution. *** wants Frontier to adjust his account with the proper credits for equipment he has returned. *** has reviewed the response made by Frontier and has determined that this does not resolve his complaint. *** rejects the response made by Frontier until he sees a credit posted to his account, which as of August 29, 2019 had not posted and billing paperwork from old account confirming he was never billed for a second dual mesh extender. Frontier has investigated the above statements and offers the following response:
Frontier spoke to *** on August 26, 2019 and informed him that Frontier shows he was billed once for a smart-mesh Wi-Fi extender not twice.
Frontier informed *** that the last agent to enter an adjustment request for him placed the request the wrong way so it was denied.
Frontier informed *** that an adjustment was placed on his account August 26, 2019 for $169.99 before taxes and bill copies were mailed for an old account *** had per his request.
Frontier has made several attempts to reach *** by phone to discuss his rebuttal and was unsuccessful in reaching him but messages were left each time.
Frontier reviewed the credit request for *** and found that the request was placed on August 26, 2019, posted on August 27, 2019 but his bill does not cycle until the 4th of each month.
Frontier reviewed his September billing statement and credit appears on the bill that cycled on September 4, 2019.
Bill copies were mailed back on August 26, 2019. If for some reason *** did not receive these please reach out to Frontier to obtain additional copies.
We trust that this information will assist you in closing this rebuttal. We regret any inconvenience that *** may have experienced as a result of the above matter.
Frontier Specialist: Kelly E Department: Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. But let it not be said this shouldn't have happened. Frontier's customer service and/or billing practices needs serious improvement. Had I not been proactive and also contacted the Revdex.com I would never have received this refund.
Regards
I have had no internet or wifi going on almost 2 weeks now , has been spotty internet since july 2019 up until August 8 2019 . I have begged this company for many many years to fix this problem and it's always the same outcome. Every year at this time my internet goes out for months and it's a constant battle to have it fixed! They call with their promises to resolve the issues and here I am again. I've called in a repair order and the earliest anyone can come is a month from now and told that advanced tech support would reach out 48 hours and NO ONE calls. This company is ruining my life with constantly setting for hours running their same old tests and nothing ever fixes the problem and then its a waiting game!
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 her Internet service is not working.
Frontier has investigated the above statements and offers the following response:
Frontier advises upon reviewing the account our records indicate a ticket has been established for an internet upgrade with a due date of August 29,2019.
Frontier Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other things and is striving to repair services as soon as possible.
Frontier advises a time out of service adjustment has been applied to the account.
Frontier advises on August 21, 2019 Frontier has spoken with *** and advised her of the above mentioned.
Frontier advises Ms. has a direct point of contact to Frontier concerning this issue.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me so long as my service is restored and my bill adjusted and credited as promised.
Regards
Poor service without internet 10 days. Called 8/11/19 for service tech to be out 8/16 11-3pm. No show no call. Called tech support lied to could not give answer spoke to 5 different techs and 3 supervisors. They made new appt 8/17/19 without my knowledge until I called them did not show for that. Was told manager would call me back. Still no call. Called twice about tech and no call now being told that dispatch department is closed. 2 days and still no idea when or IF it will be repaired. DO NOT USE FRONTIER COMMUNICATIONS NO REAL SERVICE, NO COMPETENCY AND YOU WILL REGRET IT. NOBODY WITH AUTHORITY THEY CALL YOU SUPPOSEDLY!!
We were forced to choose Frontier as our carrier in April 2019 because the complex we moved into won’t allow another company. We wanted *** because of the quality of their service and great customer service we had with them. We didn’t know the restriction until we sere signing the lease here that we had no choice. This also seems like a questionable business practice. Since day one out service has been less than acceptable. TV, telephone land line, cable and internet is the bundle we chose. We don’t use the land line but can’t watch tv between 6pm and midnight any day of the week because the connection is so poor that it makes me nauseated. It is poor during other times each day but not as severe. I have never bee. Able to reach a live representative and after sitting thru 22of 29 customers ahead of me the internet failed and my pending chat session vanished. I was informed that I was now 27th in the waiting queue. tonight the service remains the same and I was able to teach a live person for a chat. She informed me that there would be no way to help me tonight because of a systems update on their end. I asked to be contacted by a person when the issue was resolved. Her response was that they do not offer that. I would need it initiate a new chat tomorrow morning when we do
When I first initiated server with ***, I purchased the FiOS router from them to avoid having a monthly lease/rent charge. When Frontier took over ***'s FiOS business, they began charging $10.00 per month for the router. I have called over a dozen times to have the billing corrected. Each time, the person on the phone credits my account for the charge, but the charge always reappears the following month.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. is disputing 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 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. Also, we cannot support or repair the non-Frontier equipment.
Frontier spoke to Mr. on August 23, 2019, and advised of the above statement.
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 have been paying $228.66 per month. In July my payment went up to $279.89. I called Frontier and according to them some of the promotions fell off. They couldn't bring my bill down to $228.66. I told Frontier I would cancel the service and find a provider that is cheaper. According to them, I am under contract. If I am under contract with them, they will charge cancellation fees. I have never signed a contract with Frontier. I have never agreed to any contract with them verbally. I used to be with *** wireless which was bought by Frontier. I had the service for so long with *** Wireless that there was no contract involved. It is month to month. I have never agreed to any contract involving Frontier Communications.
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 billing increase and early termination fee if disconnects.
Frontier has investigated the above statements and offers the following response:
Frontier advises Mr.’s account has had contracts every two years from *** to Frontier services.
Frontier advises Mr. account has a contract from August 10, 2018 thru August 9, 2020 and is receiving the discounts associated with that contract. This is printed on the monthly bills. Mr. was also receiving an additional $50.00 loyalty credit for twelve months that expired July 2019. If the account is disconnected before August 9, 2020 it will incur a prorated early termination fee.
Frontier spoke with Mr. on August 29, 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.
Frontier disconnected my service a month ahead of schedule - and we lost our phone number that we have had for over 30 years. Besides that, which was awful - but not the basis of this complaint, they are charging me $141 for the month of August. Service was disconnected July 30th - we have had no service for any days in August. I checked with them, and they confirmed that the bill was for August services. I opened a dispute, because obviously they will realize this was a mistake, but never heard back from them. I am refusing to pay this bill since we did not have service at all in August. I did mail back their equipment - and kept receipts just in case that comes up too. We are moving, and have had no phone service the past 30 days due to their error. I certainly don't think I should also pay for this lack of service in August.
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:
Ms. is disputing billing on disconnected account.
Ms. states the account was to have a credit of $ 48.00
Frontier has investigated the above statements and offers the following response:
Frontier advises account was disconnected July 31, 2019. A credit was applied for the Aug 1, 2019 billing of $ 189.48. This will leave her credit balance of $ 48.00.
Frontier’s refund policy is to issue a prepaid MasterCard 90 days from the date of service disconnection. This time period is required to ensure all outstanding charges or credits are posted to the closed account. Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account
Frontier spoke with Ms. on August 23, 2019 and reviewed the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
I have contacted Frontier for several months regarding both my phone and internet service. I just found out a few months ago they charged me a service fee for “fixing” my phone line supposedly. My home phone has not worked for almost 7 months. It worked in spurts and when it did work we had a cross line with the neighbors line. I have no idea how I am financially responsible for their own lines elsewhere, plus it was never fixed and finally just disconnected my phone service due to the problem not being fixed. My internet was also intermittently working as well with the worst connection. I specifically requested a refund for a $91 charge that apparently some worker entered as fixing the problem; apparently workers can lie and falsify service when they never even came to my home but claim they did. I called on two occasions requesting to dispute this issue and still no email and the promise to fix the problem; on the third request they claim no record of me calling. How does this company still operate by being deceitful, abusive, and continually harass for payment of services that were never rendered? I am now writing to the corporate office to continually challenge a charge they falsely charged me. If I had a choice I would cancel my internet with them but the lovely State of West Virginia has limited options.
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: Ms. is disputing charges for technician visit.
Frontier has investigated the above statements and offers the following response:
Frontier advises a one time courtesy credit of $ 85.00 has been applied to Ms. account that will appear on the next billing statement.
Frontier spoke with Ms. on September 5, 2019 and reviewed the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
I am trying to figure out why my bill is so high I miss one payment and my bill is like 400.00 and something so I am not understanding that. I can see if I never made a payment at all but I been making a payment every month on my bill so why is it so high in order for me to pay that amount I need to make a payment arraignment.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate her bringing this matter to our attention.
The Complaint states that:
Ms. *** states she missed 1 payment and her billing is higher. She states that she has been making monthly payments but her bill is still high.
Frontier has investigated the above statements and offers the following response:
• Ms.’s account reflects a balance of $131.74 as of 9/5/19.
• Ms. had 3 Insufficient Funds Returned Checks which increased her amount due. Check # *** - 7/26/19 - $105.87, check# *** – 8/01/19 - $105.87, check# *** – 8/17/19 - $100.00.
• Per Frontier Terms and Conditions, each Returned Check is charged a $20 penalty charge.
• Per Frontier Terms and Conditions, Frontier has advised the customer in writing that the account will be due in cash only until 8/1/20.
• Frontier has unsuccessfully attempted to contact Ms.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Had services hooked up 7/29/19 today is 8/17/19 I still do not have working services. They are billing me for these services that I do not have and if I do not pay for them until I have working services they will not fix the issue and charge me a late fee as well as terminate my contract and send to collections. I’ve spoken to numerous supervisors and they are very rude. I made the service request after it was installed, they scheduled a appointment to fix it today (2weeks later) between 8am and noon. I called as I had never received a call that my tech was coming they told me they were too busy and would not make it out to fix the issue. They told me the only time they could get out would be Monday which I will be at work and that if I cannot be available it will be an additional 2 weeks. As I’m explaining that won’t work as I am not paying for something I don’t have the manager rausha told me to not cut her off again and to let her finish. I’ve also have billing issues and haven’t even had “service” but a month where they handed 3 additional charges to my account but couldn’t tell me what they were for. I was then told that sometime in the future but not this billing cycle I’d get a credit but couldn’t confirm it. They are ripping people off for service they are not providing and requiring them to pay for it to not be charged more money. On top of that they expect me to inconvenience myself by taking time off of work when I cannot trust that they will even show up. This in unacceptable and I’m stuck due to a contract that should not apply since no service has been provided
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises she has had service issues. Frontier has investigated the above statements and offers the following response:
Frontier has issued appropriate out of service adjustments.
The adjustment request has been approved and will be posted immediately to Ms.’s account.
Frontier has scheduled a follow up to ensure next bill accuracy.
Frontier spoke to Ms. on August 27, 2019 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.
they did follow up and offer a credit which was $30 less that what was originally promised by their rep. In my option I have not been given the services promise and was still required to pay for some of the time I did not have functioning services. I don’t consider this matter resolved until their follow up when I see my next bill.
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 has had service issues and advises she was promised additional credits. Frontier has investigated the above statements and offers the following response:
Frontier has followed up on September 6, 2019 to review the September bill. Frontier has issued a courtesy credit on the second installation fee.
Frontier has issued all appropriate out of service adjustments.
The adjustment request has been approved and will be posted immediately to Ms.’s account.
Frontier has scheduled a follow up to review the October bill and issue the last installment fee credit.
Frontier advised Ms. of the above information.
Frontier has provided direct contact information by email if she 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 placed an order with Frontier to have internet installed at my residence. I received text messages stating . I needed to be home today for my appointment from 12-4. At 3:30 I called Frontier to see what time the technician would be out. I was told by a customer service representative that my installation would not be done today. I did not receive a call or any form of communication to inform me of this. They also set a date without even informing me, to come out to install service. I am appalled at the lack of professionalism and courtesy of this company. I am not even guaranteed that they can install it on the date the customer service representative informed me it was changed to.
September 13, 2019Revdex.com100 Bryant Woods SouthAmherst, N.Y. 14228Terry Seals17569 Matany
Rd.Justin, TX 76247 Complaint No.: 13776515Received: August 22, 2019Dear Revdex.com:Frontier Communications has received notification of a complaint
from the above individual. According to the complaint:Ms. service installation appointment has been delayed.She requests her service order be completed and to receive credit.Frontier has investigated the above statements and offers
the following response:Upon further review we determine service order #82548946 was issued to install Ms. Seal’s internet speed and connectivity. Our expectations are that all customers have a positive experience when requesting assistance with service or billing concerns.Frontier advises a credit has been applied and will reflect within thirty to sixty days.We further advise that on September 3, 2019 Frontier attempted to contact Ms. to advise on the above information.Contact information was left for further 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.