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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Here we go again! I have never in my life dealt with an incompetent and ridiculous company! I filed a complaint, already, with Revdex.com and it took that to get Frontiers attention!
Richard, from “Executive” relations contacted me. I contacted him back, with a good time to call. Of course, he called back when I was at work. I tried calling him again and left a message, no call back.
It wasn’t until I received an email, from Revdex.com, that due to my not responding, the case was closed and Frontier states the rectified the issue?! I even called the gentleman affiliated with Revdex.com, and this case. He too has not called back!!
So they closed my complaint, without even speaking to me. I know it wasn’t rectified, because my refund is not in my bank, as requested!
Now I sit, 7 modems later and 5 technicians. INTERNET IS OUT AGAIN.
THATS OVER 600 interruptions this month and its only the 17th of August.
IM DONE!!!
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 that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Mr. *** on August 22, 2019.
Frontier advises we have applied the appropriate out of service adjustment.
Frontier advises a repair Technician is scheduled for August 23, 2019 to review the current equipment and lines.
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. Frontier scheduled a bill review to ensure out of service and missed appointment adjustment are accurate. Frontier provided direct contact information 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 have contacted the company numerous times in an attempt to cancel my service and return their equipment. I have spent more than three hours on hold in the time I have tried to contact them. They have assured me three times that a postage free box would be sent to return their equipment. To date I have received nothing and refuse to wait on hold any longer.
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. states issue requesting return box for equipment.
Mr. would like $ 74.69 waived on account.
Frontier has investigated the above statements and offers the following response:
Frontier advises a return kit has been submitted and will ship out in about 7 business days after processing.
Frontier sent direct contact information to Mr. and will follow up once tracking information available.
Frontier advises the balance of $ 74.69 is valid as it covers final billing for service and broadband disconnect fee, which is billed to all customer who disconnect internet.
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.
What a horrible company. No choice but to be with them where we live. Calling since April.2019. No show tec h s. They replaced modem twice. Techs say Frontier do not have enough employees in the field. They say physical box needs replacing in our neighborhood. Every single day it goes out completely for hours.
Contacted head If company in Tampa, FL. No response.
We are so stuck. Problems for last 2 years. Wouldn't ever recommend them.
I paid the bill using a credit card and manulally entering the number. I received a succeful payment notice and a confirmaton number. I came home on a friday evening to find cable and internet disconnected. I call the credi card company and they told me an attmpt to charge was decline becuase an old closed account number was not used. Thei number has been close for two years.
I manually enterd the number How did they charge to the old number? They must save the number against the privacy preference of the consumer. I gues they think theyare as big as ***. In my opinion saving credit card number for future use is illegal. I paid the bill using a credit card and manulally entering the number. I received a succeful payment notice and a confirmaton number. I came home on a friday evening to find cable and internet disconnected. I call the credi card company and they told me an attmpt to charge was decline becuase an old closed account number was not used. Thei number has been close for two years.
I manually enterd the number How did they charge to the old number? They must save the number against the privacy preference of the consumer. I gues they think theyare as big as ***. In my opinion saving credit card number for future use is illegal. I paid the bill using a credit card and manually entering the numbers. I received a successful payment notice and a confirmation number. I came home on a Friday evening to find cable and internet disconnected. I called the credit card company to verify the charge and payment. they told me an attempt to charge was decline because an old closed account number was used. The account has been closed for two years. I manually entered from the card. How did an old card get charged?
I
They just saved the number against the privacy preference of the consumer. I guess they think they are as big as ***. In my opinion, saving credit card number against the privacy preference of the consumer is illegal This has resulted in an inconvenience and a fee for reconnection. The complaint is a false representation. Saving CC numbers when I specifically clicked no for the that credit card numbers are not being saved in the system
a violation of privacy laws and a fee for reconnection I should not have to pay.
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 is experiencing payment issues with Frontiers online website. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued a courtesy credit for the late fee
The adjustment request has been approved and will be posted immediately to the account.
Frontier advises we have reviewed Mr.’s online account and confirmed Account online has no Credit Card on file. In order to make a payment Mr. would need to choose a payment method and amount.
Frontier advises if Mr. continues to experience payment issues with Credit Card entered. He would need to contact the Credit Card Provider.
Frontier spoke to Mr. on August 30, 2019 and advised him of the above information.
Frontier has provided direct contact information if Mr. has additional concerns.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
On 8/10/19 I spoke with someone at Frontier. This was concerning slow internet speeds and the inability to do anything with their service. Someone was then scheduled to come out on 8/16/19 to try to remedy the problem. No one showed. I double and triple checked the date with the gentleman and received a confirmation number. After no one showed, my husband called and they told us there was nothing they could do. This is the second time we have waited all day and no one showing up. We have to take off work to do this. Our employers are not appreciating the issue either.
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 issue with internet speed and appointment.
Frontier has investigated the above statements and offers the following response:
Frontier advises the internet speed upgrade placed August 10, 2019 was cancelled as of August 22, 2019 as the speed is not available at this location.
Frontier advises a new modem was shipped out on August 9, 2019.
Frontier advises a one time $ 25.00 courtesy credit was applied to account This will appear on the next billing statement.
Frontier was unsuccessful in reaching Ms. to review 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.
IRevdex.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 now do not have working internet at all. No one can come out for days.
Regards
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
• Ms. reports no internet service as of August 31, 2019.
Frontier has investigated the above statements and offers the following response:
• Frontier advises testing was done over the line and confirmed internet connection on September 1, 2019, Technician was also dispatched to location on September 5, 2019.
• Frontier was unsuccessful in reaching Ms. to review 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 had Frontier Communications Internet for about a year and have had non-stop problems out of them. I have tried multiple times to contact them about their internet always disconnecting and hardly ever working, so they say they will send a tech to work on the line, but either the tech never shows up or they show up and don’t fix anything. Like I said I’ve tried multiple times to get them to fix it, it’s gotten to the point to where I cant even use the internet that they still bill me 25$ a month for. I’m not the only one with this problem as everybody on my street has non stop issues with them too and they never offer an explanation as to why.
Frontier has investigated the above statements and offers the following response:
Frontier records show several reported trouble tickets with the last trouble reported on August 22, 2019 for Internet issues. A technician was dispatched on August 23, 2019 and replaced a defective cable pair.
Frontier states service concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors. Due to an unanticipated increase in workload, the restoral dates for Mr.’s trouble tickets were pushed out in order to provide accurate completion information to the customer. Frontier is taking the necessary steps to mitigate customer impact within the affected regions.Frontier advises Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, etc.
Frontier’s Internet speeds are offered in tiers. The high-end of the speed range in a service tier represents the potential wired maximum speed capability in that service tier. As stated in Frontier’s terms and conditions, “actual Internet speeds may vary and are not guaranteed.”
Frontier states the tier to which Mr. subscribes to is Internet Core, with a maximum provisioned speed as fast as 6.00M/1.00M. Mr.’s service is provisioned at 6.00M/512K.
Frontier also advises that the available Internet speed depends on the distance from Frontier’s closest facilities. Mr.’s location is over 12,682 feet from the nearest Frontier facilities. Frontier is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Mr.’s area at this time. Mr. pays $20.00 per month for his Frontier Internet service, the lowest price available.
Frontier issued a one-month service for Internet issues Mr. experienced. The credit will appear on the next billing statement.
We regret any inconvenience that *** may have experienced as a result of the above matter.
Switch providers due to rates and customer service. Returned equipment took over a week to confirm that equipment was received. Was told to pay invoice of $279.19 which would provide service from 8/1/19 thru 8/31/19. My coverage was terminated on 8/2/19. They advised that refund would issue within three billing cycles in a prepaid *** card. Today I found out, there will be no refund for the 29 days that we are paying for service. If I do not pay this bill, they advised that I will go to collections. Which I will pay, I don’t need this messing up my credit. Service is the worse thing I have ever seen. You never get the same answer from anyone. I don’t know if anything can be done. But this is a lousy way to do business.
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. advises that she cancelled her Frontier service on August 2, 2019 and she was going to be billed from August 1, 2019 to August 31, 2019 and was told to pay the full bill charge of $279.16. Ms. advises that the refund would be issued in three billing cycles in a prepaid *** card and then she found out that there will be no refund for the 29 days that she is having to pay for service. Ms. advises that if she does not pay the bill it will go to collections. Ms. advises that she is requesting a refund for the time that she did not have Frontier service.
Frontier has investigated the above statements and offers the following response:
· Frontier investigated and advises that credit has been applied to Ms. account in the amount of $279.16.
· Frontier’s refund policy is to issue a refund 90 days from the date of service disconnection or termination. This time period is required to ensure all outstanding charges or credits are posted to the closed account.
· Frontier issues refunds for disconnected residential accounts via a prepaid *** card managed by ***.
· Frontier spoke with Ms. and advised of the about and she is satisfied.
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.
There's been nothing but issues with this company. When I set up service, I agreed to pay the $75 fee for installation. They were supposed to come by on 5/10 for installation between 12-5, At 5pm when no one showed up I called. I was advised they needed to start over and re-run my credit. I was very frustrated and was transferred around and around. I spoke with a Supervisor who hung up on me and finally I got back to someone who told me nothing could be done but they will schedule me for the following Tuesday and waive the fee for my inconvenience. When I got my first bill, the $75 wasn't waived, and I had to call multiple times, I had a claim denied for the waiver of the fee regardless of the conversation from the employee and myself stating that I agreed to it, which I did, before they never showed for our installation date. I finally was able to get the fee waived after threatening to cancel service. Then my download speed was supposed to be 200 mbps and they were down to about 5-15 mbps. I finally cancelled and then my cancellation date was on 8/5. I paid my bill that was on my app for $54.68 on 8/13. That is the day my bill apparently drops from the phone call I had. Since my service was cancelled on 8/5 you would expect me to have the updated bill. I now received another bill saying I owe $64.69 and was told that my bill came out after I paid and it was my fault it was incorrect.
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 had issues with speed and connectivity. Frontier has investigated the above statements and offers the following response:
Frontier advises courtesy credit issued.
The adjustment request has been approved and will post immediately to Ms.’s account.
Frontier advise Ms. of above information on August 23, 2019.
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 Communications employee #*** promised a lowered monthly payment, from 166. to 114. monthly; via agreement to enter a package contract. Shortly after our phone call our services stopped working. after several weeks of non service and many hours of conversations with different customer service representatives, we were informed that our router was not working. they sent us a new router, reassuring us that there would be no fee for the new equipment. After installing the router they then said they were mistaken and the problem was actually at there office. They had informed us of the need to return the old equipment immediately to avoid charges for it. within a matter of a week we received a new bill, the new billing indicated a bill of 220. upon reaching customer service again, we were in formed that that is the package the aforementioned employee had signed us up for. We were then informed that because of the new router that they had insisted that we accept at no charge to us, that a monthly 10 dollar charge was mandatory. rather than our bill reducing as promised we were out of service for a month and the bill is now at 185.,higher than the original bill we called to adjust. There customer service operators have refused to do anything further, claiming that they can not change anything else. We were fraudulently offered, a non existent price and they insisted that the new router was necessary and free, all fraudulent and misleading. We did not want anything free, I am more than willing to pay the bill of 166. however, it is illegal conduct to promise services and prices that do not exist.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. is disputing a bill for service with Frontier Ms. advises that her internet service did not work for several weeks Frontier has investigated the above statements and offers the following response:
Frontier reviewed Ms.’s account and determined that due to an order entry error, the internet service was removed from the account and Ms. was incorrectly charge for some features.
Frontier advises that an adjustment was issued on the account to cover the incorrectly charges. Frontier will issue an additional adjustment to cover the internet outage from the time it was removed from the account to the time it was added back.
Frontier advises that Ms. requested to terminate her account from Frontier effective August 21, 2019.
Frontier attempted to contact Ms. to advise of the above but was unsuccessful. Frontier left voicemail message and sent an email with 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.
We moved in November 2018 to a new location that was not in the service area for Frontier Communications. We called in Oct 2018 to cancel our service which we were told was successful. We paid our October and November bills (I have bank statements to show this) and were told someone would come pick up the equipment. No one came to pick it up prior to our move, so we called again and were told they would send us boxes and shipping labels to our new address and we could send it back. We also inquired at the time about any remaining balance and were told we were paid up. We never received any shipping boxes or labels. I recently ran my credit report (7/31/19) and found I have $104 in collections from Frontier Communications, but NEVER received a statement for this amount, the last statement received was October 30, 2018 for $148.72 and which was paid through Autopay on November 19, 2018. I received no further correspondence from Frontier about any other amount due.
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 his is disputing the final bill charges. Frontier has investigated the above statements and offers the following response:
Frontier advises account was part of a Promotional Discount rate with a Term Agreement.
Frontier advises the Early Termination Fee is a valid charge.
Frontier spoke with Mr. and advised him 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.
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.
The company did not address my concerns. I was never sent a final invoice for the amount allegedly owed. Additionally, the contract we had was for ongoing service and when we signed up we were specifically told that if we moved to another area that did not offer Frontier service, the contract could be ended with no fees. We moved to Anaheim, CA (zip code 92805) and had no service. When we called to cancel, we were informed there would be no fees to cancel since we were moving to an area Frontier does not offer service. We took this as a final word given we never received any further correspondence and no further bill.
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 his is disputing the final bill charges. 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 may offer promotions on pricing and services to eligible customers at various times. Customers must agree to applicable terms and conditions for a promotion to apply.
Frontiers records indicate that Mr. agreed to a term agreement in order for the promotion to apply.
Frontier advises the Early Termination Fee is a valid charge.
Frontier offered to provided Mr. the direct contact information to the Collection Agency. Mr. declined.
Frontier provided our direct contact information 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.
1. A couple days into a new billing cycle in March 2019, I called to cancel service (which I’d already stopped using a couple of days prior). I knew that Frontier does not pro-rate; however, I asked the service rep whether my cancellation could be backdated to avoid paying ~$120 for the new month, and she agreed to backdate it and stated there would be no further charges, which I appreciated.
2. Approximately 6 weeks later, I received a bill for ~$120. I called to ask what the bill was for and was told that it was because they had not yet received the Frontier equipment I was supposed to send back. They explicitly stated that when the equipment was received, the charge would go away and I would owe nothing. I sent in the equipment.
3. Approximately 6 weeks after that (June), I received a “Final Bill” for ~$120 which said that if not paid soon, it would be sent to collections. I called to explain that the equipment had been returned. However, I was then informed that the bill had nothing to do with equipment (and never had), but was the charge for the billing cycle I had been told I would not be charged for. I explained the situation and they filed for me a “formal dispute” and said to call back a few days later with the results.
4. I called a few days later and was told my formal dispute was denied. After much arguing, with the rep telling me repeatedly that company policy was that there was no pro-ration and no back-dating of cancellations, and that the original rep in March could not possibly have told me she’d do that, I was told: “We will go back and listen to the recording of your original call to cancel. If the rep actually did tell you that it would be backdated and you wouldn’t be charged, we’ll honor that. This will take approximately 2 weeks.”
5. A few days later, the first notice from the third-party collections agency came. Yes, in the middle of a dispute, they sent my bill to collections. And keep in mind that until ~10 days prior, I had been under the explicit understanding that there would be no charges.
6. I immediately called Frontier and was told my dispute had been denied. That is, my original “formal dispute,” not the secondary one where they would listen to my initial cancellation call. That secondary dispute has never been acknowledged since, nor has any rep acknowledged they even have a process by which they would listen to an old call. I was told to talk to their internal collections department.
7. The internal collections department said there was nothing they could do because the issue had been sent to the third-party collections already, and they sent me back to customer service.
7. I requested to speak to a customer service supervisor. I was given a long speech about how they probably had no power to help me, and they’re very busy, but if I really wanted to talk to them, they would call me back within 24 hours. I never got a call.
8. I called again a week later with the same demand to speak to a supervisor. Again, they’re not available now, but the rep offered to put me through an expedited dispute process (different than previous processes), and that I would hear back within 24-72 hours from a supervisor. I never got a call.
9. I called again less than a week later, and was told there was nothing anyone could do and that I had to call the third-party collections agency and that they could take care of my dispute (???).
10. I called the third party collections agency and they said there was nothing they could do to resolve my issue, but they could file a dispute on my behalf with Frontier. But they warned me not to expect anything, because Frontier’s policy is “no pro-ration.” This was yesterday.
At this point I have spent many, many hair-pulling hours on the phone with an incompetent company that is refusing to own up to their own many mistakes. I now have a collections agency calling me, though mercifully it doesn’t appear to have been reported to credit agencies (yet?). My Frontier internet service, for the 2 years I had it, was excellent. My experience since cancellation has been an absolute nightmare with no clear path to resolution.
Frontier Communications
Thank you for referring the complaint of *** S. *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
Mr. states that he was billed for a full month of service even though he disconnected his service earlier. Mr. request credit for service that he did not receive. Frontier has investigated the above statements and offers the following response:
Frontier applied a credit to Mr. account on September 4, 2019 in the amount of $124.93 and sent notification to the Outside Collection Agency.
A Frontier representative spoke with Mr. on September 5, 2019 to advise and provided the direct contact information for a Frontier representative.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Frontier Specialist: Linda Department: Consumer Relations
Frontier has missed 3 schedule service appointments. Each time, they make no effort to call us to reschedule the appointment. Once we did get a text at the very end of the appointment window. Our first appointment was scheduled for 7/20. We have now been pushed out to 8/23. Even though they have missed the appointment and have wasted our time, we are simply pushed to the end of the line - at least a week out each time.
Frontier has investigated the above statements and offers the following response:
Frontier confirms the service order to upgrade Ms.’s account was delayed due to unforeseen circumstances.
Frontier confirms Mr.’s service order was completed on August 20, 2019.
Service concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.
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 find that this resolution is satisfactory to me.
Regards
I want to issue the following customer complaint, that has to be resolved. I called the customer care department to upgrade my internet speed and was told that we have some exciting new specials going on and you have called at the right time. I was offered a Double Play offer of Phone and upgrading my internet from 200/200 to 500/500.The agent explained that this was New customer pricing and that I would lose my phone number for only one day and then get the number back on the very next day. The confirmation set to began this past Saturday was *** and considered of the following.
49.99 for 500/500 Internet. and Phone.
1 year free Amazon.
100. gift card
24 month contract
I am a 25 year customer of Verizon and Frontier and each time I have been on a contract, I have honored that contract.
I am fully expecting you to honor your contract, as this was sent to me in writing on August 23, 2019 and this offer represented a 35.00 per month discount in my contract. I have called customer service to have then honor their promise and they have flatly refused. I am going up the chain of command. I was told that the only way I can get this offer is to discontinue my service for 30 days. I will do it if I have to but, That does not make sense. You have already sent me the offer in writing, so Honor it.
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:
• Mr. is stating that he contacted Frontier to upgrade his internet and was offered new customer pricing of $49.99 for Phone and 500/500 Internet, for a 2-year contract with $100 gift card and 1-year free Amazon.
• Mr. says that the offer was sent in writing and customer service refused to honor the contract unless he disconnected for 30 days.
• Mr. is requesting to have the emailed offer honored.
Frontier has investigated the above statements and offers the following response:
• Frontier records show that an agent attempted to create a new account for Mr. with a new customer promotion, however the order was cancelled because he has existing service.
• New customer promotions can only be activated on new accounts, with customers that have not had Frontier service for a minimum of 30 days.
• Mr. has accepted a retention offer for a monthly rate of $49.99 (before taxes/surcharges/fees) for 24 months, which will be effective on his next billing 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.
We moved into this apartment September 2018. Frontier Communications has a monopoly in this area and are the only cable and internet provider available, so we had no choice but to go with them. Not expecting to move we signed a 2 year contract. Well, it turns out that this apartment is practically a slum, mold, water damage, bugs, etc. (but the apt. is another story). Anyway, of course with the apartment being a dump, we decided when the lease was up we were going to move. Instead of leasing an apartment, we decided to buy a house in a more rural area about 12 miles north of where we are now. Come to find out, Frontier does't service that area, they don't even have any plans to move into that area. As much as we would like to keep Frontier there really isn't any way to keep them. After a round of questions like, 'do we know the people moving in after we leave" and "do you know anybody that can take over the service", both I answered no to, by the way... they said we would BE REQUIRED to pay an early termination fee. I asked how is that possible, since there is not service available and was told that we were breaking our end of the deal by moving to an area outside of their service area. So I asked them to run lines up there and I would be more than happy to continue with them, but they refused to do so. How is it they can hold us liable for an early termination fee if they don't even provide service to the area we'er moving too, it makes no sense.
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 the early termination fee. Frontier has investigated the above
statements and offers the following response:The customer was enrolled in a 24-month commitment that was scheduled to expire on September 20, 2020. The customer cancelled service on August 20, 2019. An early termination fee is billed when service is cancelled prior to the expiration of the contract term.The early termination fee is valid.Frontier records reflect that Mr. August bill does not reflect a charge of the early termination fee.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
Frontier Communications advertised $39.99 for their service when calling in and signing up for service. The technician who performed the install also re-iterated this cost. However, they require a $10/month service charge for equipment they require you to have. You cannot bring your own equipment and get the charge waived. This was not mentioned verbally or on any paperwork prior to the first bill.
Complaint Number: ***
Customer Name: Joshua ***
Thank you for referring the complaint of Mr. Joshua *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
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 communicated the above information via phone that 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.
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.
Frontier did not require me to sign any "terms & conditions" to start my service, nor did the sales person nor the technician mention the required equipment fee. The website does appear to disclose this, but I did not visit the website when placing service, I called on the phone. No message on the phone nor the representatives I reached mentioned this monthly fee.
Regards
Complaint Number: ***
Customer Name: ***
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. 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 position remains the same as there has been no additional information provided that warrants a deviation from the original resolution. Frontier’s Terms of Service can be viewed at (https://frontier.com/corporate/terms).
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.
After my boyfriend ordered the new internet, the technician guy came to our apartment and installed the modem. However, he said the fibre connection had some problems and someone else was going to come here later that day. He told me the other guy would not come in one or two hours. So I went to Publix after this guy left. However, after I returned no one ever came here again that day. When I called frontier, the lady told me the technician said he called 4 times but no one answered and he waited for an hour, which is a lie. They only called one time but my boyfriend was not by his phone. My boyfriend call them back in 30 minutes after the guy called my boyfriend, but no one answered. My boyfriend left voice mail and called several times after, they never answered. They were lying and never arranged another time to come here. They did not finish their work, nor did they tell us if they fixed the fibre problem or not. This is not the end. I called again two days ago, the lady gave me another ticket which is 17th, but today it changed to 21st. My boyfriend still did not receive a confirmation either. So this means we have to wait 18 days to get our internet installed. This is so frustrating. I called their customer service but I did not get any clear answer for my questions. When I asked about the available date and confirmation text. The lady told me it is possible for us to receive the confirmation within 5 business days, and it might change again too if the technicians are so busy. I plan on changing company, and I think they should not charge us for the installing since they never installed it successfully and we never had wifi for more than one week now.
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 after her boyfriend *** ordered new internet the tech came out to the apartment and installed the modem. However, he said the fiber connection had problems and someone else was going to come here later that day. *** states she was told a tech would not come in 1-2hours so she left and went to the store. After she returned the tech never came. *** called Frontier and agent told her tech said he called four times but no one answered and he waited for one hour for them. *** states *** called the tech back in thirty minutes and no one answered so he kept attempting and left messages. *** states Frontier did not finish the work nor did they tell them if they fixed the problem or not. *** does not want Frontier to charge anything for the installation since they did not install the internet successfully and they did not have Wi-Fi for almost two weeks. Frontier has investigated the above statements and offers the following response:
Frontier spoke to *** on August 22, 2019 and explained that Frontier needed to locate the order number or phone number associated with this complaint. *** did not know either and asked that a call be made to ***.
Frontier has made several attempts to reach *** and each time it states the mailbox is full on and does not allow a message to be left.
Frontier has made several attempts to reach *** on as well and she was not available. Messages were left on August 22nd, 26th, and 29th asking her to return a call to Frontier since ***’s mailbox was full.
Since several call attempts were made and Frontier was unsuccessful in speaking to *** or *** Frontier has mailed a letter with direct contact information in case they need any additional assistance.
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
There has been many problems with Frontier Communications. From terrible customer service, to improper billing and charges to my account, and multiple missed technician appointments which has caused me to miss time from work to be home for the technician as scheduled. I am going to file a lawsuit against them for the damages as result of this terrible 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 there has been many problems with Frontier from terrible customer service to improper billing and charges to his account, multiple missed appointments which has caused him to miss time from work to be home for the tech as scheduled. *** states he is going to file a lawsuit against Frontier for damages as a result of this terrible service. *** states he was billed three times for deposits.
Frontier has investigated the above statements and offers the following response:
Frontier spoke to *** on August 23, 2019 and informed him that his order was held due to no facilities and that was not clearly communicated to him.
Frontier informed *** that while waiting for his install Frontier located an account with a past due balance on it in Abed’s name so the order had to be held for that as well.
Frontier spoke to *** and his spouse *** on September 12, 2019 and she decided to put a new install in her name instead. This would allow *** to look into his own account history to prove if this was a correct balance.
*** was not required to pay a deposit so her new install was not held.
Frontier installed ***’s service on September 26, 2019 and service is all set.
Per *** Frontier refunded three deposits on his current American Express statement for orders he had in Frontier’s system.
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
Got their one year package free install free *** ,***,plus basic cable,internet,phone,for $98.00 month, they wanted $250.00 deposit, refundable ok did that , service march 6, 2018 start,called march 3, 2019 to disconnect service, got the box to send receiver back went to ups went back have receipt tracking number, yet they put my name in collections for said reciever,$200.00 ,plus they send me a bill for how much package would be after the one year was up $192.08 ,but now they put my name in collections for that also , so I really need some answers why they are doing this , also sent the modem back cost me $18.00 have receipt for that also and ups ticket tracking number, paid my one year service every month never missed payment shut it off on same date , now they jacked my credit for over $400 in collections and still didn't even send my deposit back, when I call them and get through to customers service all I can say is wow!
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 when he first signed up for Frontier services in March of 2018, he paid a refundable deposit in the amount of $250.00. In March of 2019 he contacted Frontier to terminate services, and has yet to receive the refund of this deposit. Mr. states he has been charged $200 in unreturned equipment fees by Frontier despite having already returned all equipment. Mr. states he was charged for an additional month of Frontier services past the date of account termination.
Frontier has investigated the above statements and offers the following response:
· Frontier records show Mr. paid a refundable deposit in the amount of $225.00 on 3/2/2018, which was applied as an account credit to Mr.’s account balance effective 5/15/2019.
· Frontier records show that while Mr. did contact Frontier to terminate the account prior to a new billing cycle, the order was dated for the day after the cycle date resulting in a full new month of charges. Frontier has now removed this bill’s charges from the balance.
· Frontier confirms receiving Mr.’s equipment return and advises that the $200 charged for this has now been removed from the balance.
· Frontier advises that in light of the total adjustments made, a refund in the amount of $214.00 is owed to Mr.. Frontier sent this refund via check to the billing address on file for on 8/23/2019 and advises that he should receive it 7 -10 business days from that date.
· Frontier advises that the *** (***) have been advised of the corrected balance, it can take up to 90 days for the *** to update the records on their end.
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 ordered an internet bundle from Frontier through a dealer called "***," which apparently act as outside selling agents. The bundle I was supposed to get included the internet router for free. I have the details of this offer in writing. When the order was put through, however, Frontier charged me for the router. I have complained multiple times, and have even sent them the written details of the offer, but they are telling me that they will not honor it.
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. stated that he ordered Frontiers service through a re-seller called ***.
Mr. stated that his Frontier bundle was supposed to include the router free and despite providing written “proof” of the offer, Frontier refused to honor the price.
Frontier has investigated the above statements and offers the following response:
A Frontier agent has reviewed the document Mr. provided as proof and found it cannot be verified as coming from a valid source.
Prior to the installation of service, Frontier provided Mr. a confirmation email with the details of the monthly charges. This included the router/modem fee.
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 attached the written documentation showing what I was promised.
First, you'll see my June 24 email correspondence with ***, the *** representative. That is the document entitled "Frontier - details on bundle." It specifically says, "Frontier Wi-Fi Router Included!"
(A wider shot of the same same (but with a different date) is attached for context. That is the document entitled "FiOS offer - router included.")
Frontier then sent me a "confirmation e-mail" on June 24. I immediately noticed that it was wrong, and I immediately wrote to Mr., the *** rep. This is the document entitled "Confirmation E-mail and Discussion."
So, it's abundantly clear from the documentary evidence that the bundle I responded to and ordered indeed included the router. When Frontier sent the "confirmation" that had the wrong information, I immediately contacted the *** rep. that same day.
As a consumer, the most I can go on is what's presented to me in writing. I documented everything. It appears that either Frontier's billing folks don't know the details of the bundles that are actually being sold, or that Frontier and *** aren't on the same page. However, when I suggested that to Frontier, they refused to take the matter up with ***.
Either way, I should be made whole and receive what I was promised in writing.
Regards
Thank you for referring the rebuttal of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Rebuttal states that:
• Mr. stated he was told there was no fee for the router.
Frontier has investigated the above statements and offers the following response:
• Frontier apologizes for the confusion on the bill breakdown. The monthly charges quoted via email (from Frontier) were accurate at $53.98 plus tax/fees/surcharges and equipment.
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.
We had a tornado on our road on June 24, 2019. We have still not got any telephone service. There are elderly people on our road. A paraplegic, and a elderly man with no legs. We have no phones to get out for emergencys or anything. I have contacted frontier several times and they have never given me a straight answer about when it will be on or anything
Thank you for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our attention.
The complaint states that:
Ms. states that a tornado came thru on June 24, 2019 and took out their telephone service.
Ms. further states that several elderly people are without service and she has not been able to find out when the service will be repaired.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the tornado damaged Frontier poles and cables and Frontier cable has to be replaced.
As of September 17, 2019 Frontier has placed 1000 feet of cable.
Frontier works promptly to address any service interruptions that occur from time-to-time due to severe weather events, vehicle accidents, third party construction damage to our facilities and other causes. Frontier does all we can to minimize customer service issues and delays daily.
Frontier has issued Ms. appropriate out of service credit in the amount of $198.28. The adjustment will appear in one to two bill cycles.
Frontier has attempted to speak with Ms. however was unsuccessful in speaking with her, voicemail messages have been left.
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: Sarah H Department: Consumer Relations