Frontier Communications

I had multiple issues with this company overcharging me. I used *** Internet and that was taken over by Frontier. Immediately after that I was constantly being overcharged. I spent many HOURS disputing these charge. After a few months of this I cancelled service with them. After I cancelled service they still charged me. I had made calls confirming my cancellation but was still charged. They have now sent a collection to my credit file. This company was extremely difficult to contact, leaving me an hold for long amounts of time then transferring me only to be on hold again. Other times after being on hold the call would get disconnected. I would take talk to one helpful person who would transfer me to a person who had no idea how to help me. I believe they did this to avoid taking corrective action. They avoided me but continued to bill me, making it impossible to handle the situation.

WE had a landline and Internet service through *** (Fios). After *** sold the account and business to Frontier Communications, we called around January 2018 to cancel our landline. A few months later we noticed that Frontier was charging us for “non-listing” of our phone number. Since we didn’t have that phone number any more, we called on April 215, 2018 to to complain about the months of being charged for a "non-listed" number that we no longer had. We were not only told that we were going to receive a $7.50 refund for Jan-March 2018 but that the "Non-Listed" number charge would be removed. Since we have online billing, we didn't look closely at our monthly bills. We were foolish not to double-check on Frontier, as we have continued to be charged $2.50 a month since April 2018--16 months by my calculations. We called on August 13, 218 to Frontier and after three different people spoke with us (Allegedly higher and higher supervisors) we were told that the charge would stop but that the $2.50 a month charge since April, 2018 could not be refunded.

Why are we so angry about $40?

1. Frontier assured us in April 2018 that it would be taken care of. This was not done.
2. We were told various other excuses on August 13, obviously from scripts given to phone center employees
a. “It’s our fault for not double-checking on Frontier” since we called in April 2018.
b. “We (Frontier Communications) have to wait until OCTOBER of very year to remove this charge” (even though the charge never went away).
c. “You did receive the service of not being listed in our printed phone books”—I don’t know that they print a local phone book any more—this is an anachronistic bogus excuse.
d. The first customer service rep did admit that the “non-listed” charge should have been eliminated by Frontier when we canceled our landline in January 2018.
3. The customer service supervisor (HEATHER?) mentioned something called “Customer abuse” when customers do not receive the services that they ask for and are promised. I’m assuming that the record of our phone call on April 25, 2018 still exists and I am formally requesting that someone at Frontier review this recording to verify that we were told the $2.50 monthly charge for non-listing a number that we have not owned since January of 2018. I believe that we have suffered Customer abuse at the hand of Frontier Communications.

I have been having ongoing issues with frontier for over a year I have purchased a new modem I have called repeatedly and they told me they were going to come out and fix my problem now I received a bill from them charging me for a service call that I did not agree to pay I was not told there was a fee I have no contract stating that there was a fee and they will not wait it. The technician that came out also did not tell me there was a fee so why am I responsible for a service call if I did not agree to a payment. They did not tell me there would be a fee for anyting. They did not fix the problem it's still ongoing my Wi-Fi is still doing the same thing that it did before I they said I needed to do all of this and I pay them monthly fee because I agree to it but I did not agree to pay for fee for a service call because they did not tell me there was one. I am a disabled person andim on Strict monthly income and I would not have agreed and did not agree to pay a fee because I do not have the money to pay for a service that is not working.

On June 8, a tech came to install wi-fi at my residence. He had to call his supervisor several times, along with making runs to a store to buy a flashlight and pliers, but I didn't understand the problem. He finally left and I thought everything was fine. By that evening, I had no service. I was on a call with tech support for well over an hour troubleshooting, but no connection. I cannot take off work so they had to return

6/15 - The previous tech had disconnected my neighbor to hook me up. When neighbor complained, they came out and reversed it, and I was out of service with no call or communications as to the problem. 2nd tech told me he could not connect me because there were not enough ports on the pole by my house.
6/22 3rd tech said a new line was run, but to the existing pole where no ports were available. Victor M. D *** gave me his card and said he would update me if line was run. I called to complain to a manager after he left and was assured that the problem would be handled.
6/29 Called for an update on whether a line was run I called and spoke to a manager, making it clear they had one more chance to fix the problem or I would cancel. Assured me tech would be out to fix it.
7/5 called support to see if line was run. On phone running tests to see if connection could be made, but could not. Tech support had trouble identifying my equipment also.
7/13 last tech tells me no line was run and he can tell me if or when one will be installed. Called customer service, and it took two agents and a manager to cancel my account. They also confirmed that my bill would be credited to zero since no connection was made. (Trevor)
8/14 receive bill for $202.64 including early termination fees of $91. I called and spoke to the following:
Vanessa - Could not help me or dispute the bill. Transferred.
Heather - Can't dispute because can't see tech support tickets to backup my no service claims. Escalated to manager.
Jasmine #***, manager - Will not waive fees despite previous manager's assurance. Says I had service briefly and they do not prorate, so my charges are valid. Told her I would be contacting my attorney and she told me to do what I needed to.
Called back to speak to the following:
Hugo - Tech support. Pulled up my tech tickets and said "Oh wow." Put me on hold to read through them. Offered new tech, but you don't even send techs out with a description of the problem. I'm tired of being strung along. forgot to get employee ID
Transferred to Frank #*** - Says account shows inactive and he cannot take any actions. Tells me that Heather noted in my account that because I refused to schedule another tech, it's my choice not to have service so fees are valid, though at no time did we discuss having another tech come out. Why would I? I wouldn't trust Frontier to walk my dog at this point.
Frank said only department to help me would be collections. Why this wasn't stated to begin with?

The service model you have is completely unacceptable. It seems designed to wear the customer down until they cave in and pay the charges to be rid of you.

I have been trying to cancel my services since mid June 2019. I chatter with someone and they disconnected from chat and never got back to me, my internet stopped working for 3 days so I decided to go with cox since I thought that I already cancelled but the next billing cycle I see that they're charging me still. I called when I realized that they're charging me and I was on hold for such a long time, they said they need to transfer me to a person who handles cancelations and I said fine, spoke to the person who is supposed to cancel my services and she kept me on hold for over 35 mins just to tell me that she has to transfer me to someone who deals with cancelations, of course after wasting so much time of my day dealing with them I got really annoyed and told her that I was transferred to her to cancel my account because she deals with cancelations, she said she will have to put me on hold so I told her that they won't see a penny of that bill and I told her to cancel my account please, and I hung up. I don't want to pay for something that I didn't use. I call today and they supposedly canceled my services and I hope I don't have to pay. I've never been so disappointed and annoyed in my life.

We have experienced several long term outages with our internet service with no consistent resolution. In the last 5
years Frontier attempts to fix some of the issues by sending modems therefore we have several modems. They offer to adjust our bill for the outage but every time the bill is adjusted we are charged a surcharge. We have heard of several complaints from other customers in our area and on social media so this is known issue and needs to be resolved for customers. We are paying for a service that is not functional.

I opened services with Frontier Communications over the phone on 06/08/2019 and until 06/18/2019. During the 10 days of service I spent over an hour trying to resolve internet complications relating to speed and not being satisfied. I then had 2 different techs come out to test the speed and try to resolve the problem and to no avail. I was told by a retention specialist while canceling my account not to pay the higher bill I'm issued because they will prorate the credit so that I only have to pay for the 10 days of service I had. Every time I try to speak with a supervisor the agents are rude and the call is disconnected while I'm holding and nobody calls back.

Was informed there was service at my address location *** I had them make sure and double check before I went through with the service. They ran a credit check only to find out later from the technician there is no service at my address. I want the credit pull removed from my credit report since they lied to me. I have all of the chat transcripts.

In calling to try to resolve slow internet speeds, it was discovered that we have been paying for up 45 mbps despite 18 mbps being the fastest speeds available in our area. Frontier has been over-charging us since March 2017. I was initially offered an $800 credit in addition to having a second modem installed in our home, free of charge. After the rep made this offer, a supervisor confirmed the offer. I was satisfied with this resolution. However, the technician scheduled to install the second modem, did not show up during his stated window. It was rescheduled to the following week. The technician failed to show. I again called Frontier only to be told that the offer no longer stands. I was then offered a $15 credit rather than the initially offered $800 credit. This is unacceptable as I feel Frontier knowingly over-charged/charged for services they cannot even provide in our area. Customer service is terrible. I have detailed every phone call including names, dates, times (in total, I have spent over 6-8 hours on the phone trying to achieve resolution and 8 hours waiting at home for technicians who did not show up).

I canceled Frontier services in Jan to switch to ***. After the switch there was a lingering line that continued to be billed. I never received the bill due to the fact that frontier started mailing the bill to an invalid address. In turn I never received the bill. I was first notified by the person of the address due to the fact they were a client of the business. I called frontier in march to discuss the bill but since I did not actually have a copy of the bill they would not speak with me. I then ask them to send me a copy of the bill so I could get the pin number. After several weeks I never received the statements. Shortly there after another random address received the collections notice. The only reason I knew of this letter was because they were the parents of the previous business owner. I finally spoke to the collection agency and requested statements on 5-13-19. Frontier will not settle this account nor speak to me about the matter since it is in collections. I have filed a dispute with the collection agency and know it is up to frontier to determine if this is a valid debt. It is impossible for me to pay the bills or cancel that line immediately if I do not know that it is being billed.

Frontier claimed a billing discount for bundling my account with *** Network. They eliminated the discount after a short period without notifying me. I cancelled my the account bundling. The bundled accounts did not appear on my next bill -- so the cancellation was in effect. On the following bill, they had rebundled my accounts without permission or notice. This cost me extra taxes on my phone bill. Both Frontier and *** blame each other, and neither are willing to refund the extra costs. And they tell me it can take two billing cycles to unbundle this action that was done WITHOUT my permission and is costing me money as well as a pile of time on the phone trying to get them to cancel it yet again. Why is no one REGULATING or PENALIZING them to prevent this??

Frontier Communications is my phone and internet provider. For the past year I have had limited service with the phone and internet going in and out of service. I have complained to Frontier numerous times to no avail. Since May 2019 the phone and internet service has been out for extended periods of time. Since July 2019 the phone and internet has been out and or limited and of such poor quality that it is of no use. July 25, 2019, I contacted Frontier Communications and scheduled a repair technician for the first available date on August 14, 2019 between 9:00am and 1:00pm
After waiting 21 days for the Frontier service technician on August 14, 2019 they failed to show up even after Frontier had sent me text messages that day stating they would be there. Frontier Communications would only refund $13.46 for my phone outage in May 2019
The refused to refund any of the amount I paid for the internet service that they failed to provide. Frontier also refused to do anything about my bill for the lack of phone and internet service from June through August 2019. On August 12, 2019, I spoke with Frontier Communications service representative"Morgan" at 11:05 am who advised me that Frontier will not refund any of my bill unless their service technician notes indicate the trouble was with their equipment. On August 14, 2019, at 1:15pm after the Frontier service technician failed to show, I attempted to call Frontier Communications to cancel my service and was unable to receive anything other than a recording telling me that they were aware of an outage in my area. I am paying for telephone and internet service that Frontier Communications is failing to provide and they will do nothing to fix the problem and they refuse to refund the bill.

Tried switching to Frontier Communications for our home cable tv, internet, and phone services in early June. They first did not show up for installation without even a phone call after I took a day off of work to be there for the installation. The day they finally scheduled to install roughly one week later, the installer arrived and was extremely rude. The installer completed his portion and left. The home phone would not work as we could not get a dial tone. We informed the company and they said they were still "porting" the phone number and it would be functioning soon. The Wi-Fi service did not provide a constant connection even though we were paying for a 5G connection per the terms of our agreement (this same connection speed was never an issue with any of our previous service companies *** or *** FIOS). We gave it one more day and they when 2 out of 3 services we were paying for did not function properly, we again called to inform customer service, and they again were rude as we have found every department to be at Frontier. They informed us the phone was not their fault as it was still porting (this is a full 2 weeks after they started the process of porting the number) and the Wi-Fi is not guaranteed - even though we were paying for a 5G connection. We informed them that we were still within the 3 days of entering into the agreement with them and decided since they could not deliver on their end of the agreement we were going to cancel their service and go back to ***. They said fine no problem, they would send a box for us to send back the equipment, which we did. They have sent a bill for $100 plus $27 in taxes for our 2 days of "service" in which none of their services functioned properly and we endured nothing but atrocious customer service from their customer service team and their installer. This is beyond a terrible company, they should not be able to continue doing business.

In June, I dropped traditional landline service and my video service. I only retained Internet service/ I was given 500/500 at $39.99/month. The July and August bills were incorrect. I have logged hours in phone calls and talked to many different people to try to resolve my situation. I have posted on Frontiers social media site and now engaged with yet another person. Its over two months and the billing has not been corrected. I need help resolving my complaint before the end of the month (next billing cycle). I am fearful that if its not corrected, I will continue sent to collections and my FICO will be negatively impacted. Please help me.

Our wireless internet service went out on 7/24/2019. They couldn’t get a tech out to repair it until 8/13/2019. The tech said he needed someone else to fix it after coming out and looking at it. They’re now saying they can’t get a tech out here to fix it until 9/03/2019. We do not have cell service at our home in rural noble county and depend on the wireless service to send and receive calls. We also depend on it to operate our infant daughters heart and oxygen monitor.

About 9 months ago when my phone service was installed the technician disconnected one of the phone jacks, I didn't realize that at the time because I used solely the other jack, but when I recently changed to using the other phone jack, I realized that it doesn't work, I called up Frontier and they said that they'll send someone out to take a look why its not working, they told me that there will be no fee, now they added $95.00 dollars to my bill, for a screw that they did AND said they won't charge.

We cancelled our internet service due to frequent broken equipment issues. They sent us a return box to send the equipment back. The *** install person accidentally took one piece of equipment with him which they said they contacted frontier and worked out a solution We sent the other equipment back as directed. We received a bill in July showing frontier owed us a credit we then received a bill in August showing we owed them for all of the equipment. I called several times to correct the situation but they only forward my call to their collection company. Not only did we send their equipment back we never received notice or bills before being turned over to collections

This company has the worst customer service I've ever encountered. A tech came once to repair my internet on 7/24/19, and by the next day it wasn't working again. I scheduled another visit on 8/12/19 since it was still broken, and the tech didn't call or show after someone sat at my house for 4 hours and waited. I asked to speak to a supervisor to get a return call with new date/time so I could plan to take off work. I got no return call, instead a text informing me the tech would now be out on 8/14/19 from 1p-5p. I called today as no one called or showed and it was almost 4:30pm. The customer service rep referred to me as "Nikki" about 5 times until I asked him to confirm he had the right account as my name is Olivia. He then told me they couldn't give me any info, or even confirm if the tech was still coming today to repair the internet. He couldn't give me any estimate of a repair date at that point. After a lengthy discussion I finally was told "I'm sorry but there's bad news and I confirmed the tech won' t be there today. They are rescheduling, but I can't tell you when". Again, they told me they can't give me a new date/time...I'd have to wait on a text for that information. At that point, I asked to cancel the ticket and my internet services with Frontier altogether. The customer service rep first said I can't cancel the repair ticket at this time, and to wait for the text and then cancel. I refused and asked him to cancel it now as I don't want any services at this point. I told him I also want compensation for the internet services they have billed and not provided. He told me they cannot refund anything unless I let the tech fix the issue first. I asked to be transferred because I knew that wasn't right. The tech suddenly told me he was able to cancel my ticket. Tammy picked up my call and asked if she could look into the issue further. I allowed her to do this.. she was in a queue waiting, so she called me back once she got the info. She claimed that the tech was on his way to my house and saw I cancelled the ticket at 4:32pm so he turned around and went home. I told her I was specifically told by the customer service rep, after being on hold and he confirmed he checked in with the tech, that the tech would not be able to repair my internet today. Tammy said she's not sure where he got that information. She claimed this was false information, but unfortunately they couldn't help me because the tech goes home at 5pm. I feel like this entire call was full of lies and I was being told anything to temporarily pacify me enough to hang up. At the end of the call, Tammy did comp me $42.61 and said I have a balance due of $12.71. I asked her how I have a balance due when they just withdrew a month of billing from my account. Her response was, "Unfortunately I don't have access to that information. All I can tell you is you have a balance due".

I had Frontier in TX. A rep informed me I could transfer service over to OR where I was moving. We took our cable box and router with us as we were advised we could. We are IN OR and get advised that we cannot transfer our services cross state borders and I need to close my TX account and make an OR account. We did so to stay loyal. Also the speeds they promised us in TX they could not match in OR, so a down grade, but I stayed loyal. They sent the return shipment box to TX and we never got it because we didn't live there anymore and frontier knew that, Frontier turned me into collections. We advised them we hadn't received the shipping box and they finally shipped it to OR. We put items we still had in boxes and shipped to frontier. On 1/28/19 I spoke to a billing rep that was "upset for me" that I got shafted so royally and confirmed with his supervisor I was misinformed about carrying product to another state. Again on 3/18 I followed up and spoke to a rep that apologized for my terrible experience and tried to resolve the issues. It is 8/14/19 and after asking to speak to a supervisor two different people and GETTING HUNG UP ON I call back and speak to Alisa who again apologizes for my inconvenience (I AM SO SICK OF HEARING ABOUT THEM BEING SORRY, TAKE ACTION AND FIX YOUR MISTAKE) and got me in contact with Brian. Brian, a supervisor employee # *** says "I will look into it, but no promises it's already been written off" WELL WHERE THE HECK DOES THAT LEAVE ME? I AM STILL IN COLLECTIONS BECAUSE OF FRONTIER MISINFORMING ME ON MULTIPLE OCCASIONS. I asked him are businesses even allowed to do this?!?!?! "yes"

Switched to Frontier 5 weeks ago. Phone service I signed up for was disconnected after a couple of days and internet not working properly. Nobody could explain why phone was not working. Before sending someone out, I was told by sales representative who sold us the account that there would be no charge because it was not done right initially. We were also not charged the initial setup as part of the sales promotion. The technician that came out to fix the phone stated that there would be no technician fee. But we were charged $75 for a technician fee anyway. After several calls and transfers, I was sent to retention. The lady told me that I was sent a contract stating there would be such a fee by email. I have 2 emails from the day she gave, but none say anything about this mysterious fee (that was not suppose to be charged as part of the promotion). One of the 2 emails I received did list a broken down installation fee that DID NOT INCLUDE ANY INSTALLATION FEE! The retention employee said it did not matter what the person told me who sold me Frontier because he does not work for Frontier, he just sells our products and gets paid by us. It also did not matter what the technician told me (though he is an actual Frontier employee) because he is not allowed to say that. So, I am charged a mysterious $75 technician fee that two people (representing Frontier) assured me I would not be charged. The only listing of this charge is an email, that I never received (though I somehow have all other emails from them). I am in a two year contract and am required to pay the $75 and two years of service. Frontier at best is purposely misleading and questionably fraudulent in their business practices.