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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For the last 3 month our internet has been shutting off and on only giving us use if the internet for half the day everyday they have sent tech's out to fix the problem and nothing has fixed it and they just keep doing the same stuff every time. We pay our bill in full each month and we feel either we should receive a fixed solution and be credited with free service for 3 months of the issue.
Thank
you for referring the complaint of *** to our office for
review. We appreciate your bringing this
matter to our attention.Our
records indicate the customer has had 3 repair tickets in the past six months. Beginning
with the most recent, the tickets are listed below.Reported July 10, 2019 Cleared July 12, 2019: The technician noted the cable is perfect.Changing the port would reduce the customer’s speed to 3M.Reported June 25, 2019 Cleared June 27, 2019.Technician worked with internal office to reduce speed and re-provision line.Reported May 2, 2019 Cleared May 9, 2019.Trouble at dry spot on pole at corner of customer’s premise. Reconnected line.Currently
there are no active repair tickets. Based on the trouble history the customer will be issued time out of
service credit for 11 days ($21.60). Time out of service credit is based on the
day the customer reports trouble and the date it is cleared. We
trust this information will assist you in closing this complaint. Thank
you,Amara
H.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. But we are still having the same issue as of right now I sent a email to Yolanda who has been handling this for us and she has yet to reply I have received a call but its during my work hours they need to call between 10-12 EST.
Regards
In December of 2018 I called Frontier to have internet service installed. In January, after the appointment was scheduled, I was advised that there was a buried 50 pair cable that was cut and the repairs need to be made before the service order could be completed. I have called weekly since January for an update. Each time I get the same result. "This has been forwarded to engineering to have the repairs made." Office of the President, Frontier Communications.
It is now August and I am just completely frustrated. I disconnected Satellite service and am running internet with cell service which is very expensive.
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. states that he contacted Frontier for Internet service in December 2018. After the appointment was scheduled he was advised that there was a buried 50 pair cable that was cut and repairs needed to be made before the service order could be completed.Mr. would like the line repaired so Frontier can complete his installation of the Internet service.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Mr. contacted Frontier on January 15, 2019 and requested new Internet service.
· Frontier processed an order for the Internet service and ran a brand new line to Mr.’s home in February 2019. On the date of installation, the technician found that someone had cut a 50 pair cable. The order was held for the cable to be repaired.
· Frontier repaired the cut cable and was ready for the installation in September 2019, when the technician found the cable cut in a new section.
· Frontier repaired the section of cable and the Internet installation was completed on October 2, 2019.
· Frontier will be issuing credit for one-month service as a courtesy for the delay in service. We will also be waiving any kind of installation fee.
· Frontier spoke to Mr. and he confirmed the service working to his satisfaction.
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: Tami L Department: 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
On July 8, 2019 frontier service was ordered for Internet only. I Emphatically asked if we did not like it if we could cancel at any time without penalty and the representative told me yes there is no contract. Service did not get installed by them until July 24, 2019. We immediately tried the Internet service and discovered how horrible and slow it was we were on able to load a movie on to the TV so we disconnected it and called Frontier customer service. All within an 1/2 hour time frame or less! I spoke to a representative named Riley that day who gave me an order number of *** after I asked for a manager due to being told their policy is they can not prorate the service no matter how little it was used and I have to pay the monthly fee of $49.18 and I do not need to return their equipment nothing came up on his screen regarding that. He would not connect me to a manager and came back saying he doesn’t know how he did it but he made it so the balance was zero we would not owe anything but check the website on the 28th to see if it is correct. And today’s date August 2, I checked and it still shows I owe $49.18 after speaking to Jasmine the manager she advised there was nothing she could do either for the less than a 1/2 hour use of their service and I still owed the $49.18
Frontier CommunicationsThank 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 her bill with Frontier.Frontier has investigated
the above statements and offers the following response:Frontier advises Ms. added and removed service, both on the same day.Internet service was added on July 11, 2019 with order #***.Internet service was removed with order #*** on July 11, 2019.We spoke with Ms. and reviewed the above information.Frontier has agreed to a one-time credit which will reflect on a future statement within thirty to sixty days. No remaining balance is due, unless equipment is unreturned. We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Ms. *** has experienced due to the above
matter.Frontier
Specialist: Bridget G. 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.
Mid they do not satisfy this resolution within the time frame they listed I will be following up with the Revdex.com again. I have also contacted Bridget with Frontier and left a message on today’s date @8:09am eastern time as to how I return their equipment.
Regards
This is the worst run company that I have ever experienced. From the simple things like when I had to move my service within my own city, the customer service rep didn't know how to help me with the simple switch. When I moved a second time, I called and waited over 45 minutes to get somoene and finally gave up. I got fed up and then called *** though when I finally canceled my service, they first refused to port my number to ***, then I had to call Frontier to get them to port my number (another half hour wasted). They then "unfroze" my number, though they said they would only do it a week out from the date *** and I wanted to port it. Why? It was exactly the FIRST day of my next billing cycle with Frontier so they charged my 68$ and won't prorate this. DO NOT SIGN UP FOR THEIR SERVICE, you will be disappointed over and over again. I had other issues too though wanted to keep it short.
One star is too many for this company.
I reviewed my bill online for the billing date of July 25, 2019 and discovered an error. The bill indicates I have the FIOS Triple Play billed at $118.99. The second line of the bill indicates "$15.00 Discount Thru 07/09/20" but shows "$0.00" on the right hand side. I called to get the credit applied, but the reps said the $15 is reflected in the $118.99. I pointed out the the bill clearly indicates the price for the Triple Play is $118.99, not $133.99 as the reps repeatedly tried to convince me. The first rep put me on hold and I was eventually transferred to a tech support line without my knowledge or consent. That rep would not give me her name before getting rid of me. That call length was about 45 minutes before I hung up and called back and spoke with "Terrie". She repeated the line that the Triple Play price shown on the bill reflects a $15 discount. I repeated that the bill shows a price of $118.99 for the Triple Play and clearly, and in writing, shows I should get a $15 discount thru 7-9-2020. Terrie said she could not apply the credit that my bill shows I should get. She transferred me to a supervisor line, saying there were 6 calls in queue. No one came on line - my call length was 2 hours before I hung up. The hold music played and played, but no notice was given that I should call back or that the customer service department was closed.
Thank you for referring the complaint of Mr. our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the correct price for the package that Mr. subscribes to is $133.99. A $15.00 discount is applied to the bundle price bringing the monthling recurring bundle rate to $118.99 per month plus, equipment, taxes, and surcharges. The $15.00 discount is set to expire on July 09, 2020.
Be advised that the $15.00 discount is not in addition to the bundle rate of $118.99.
Frontier may offer promotions on pricing and services to eligible customers at various times. Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotions. If eligible, customers must agree to applicable terms and conditions for a promotion to apply. Generally, promotions are not automatically applied to customers’ bills.
Please note that Frontier has updated its bundle format on the monthly billing statements.
On August 14, 2019 I spoke with Mr. regarding his concerns. During this contact, I explained to Mr. that the billing is correct and that the $15.00 discount is not in addition to the bundle rate of $118.99. The customer is not satisfied.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The only billing information I have in writing is the online bill which shows plainly the "Triple Play" bundle is $118.99. The bill shows very clearly I should get a $15.00 discount through July 2020.
Frontier insists the bundle price is different than what is shown on my bill and that the $15 discount is not applicable to the amount shown as my bundle price.
Frontier is deceptive in their billing practices and has refused to correct my bill to reflect what is in writing.
Frontier should honor the written price of shown in its agreement/billing.
Regards
Thank you for referring the complaint of Mr. our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the correct price for the package that Mr. subscribes to is $133.99. A $15.00 discount is applied to the bundle price bringing the monthling recurring bundle rate to $118.99 per month plus, equipment, taxes, and surcharges. The $15.00 discount is set to expire on July 09, 2020.
Be advised that the $15.00 discount is not in addition to the bundle rate of $118.99.
Frontier may offer promotions on pricing and services to eligible customers at various times. Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotions. If eligible, customers must agree to applicable terms and conditions for a promotion to apply. Generally, promotions are not automatically applied to customers’ bills.
Please note that Frontier has updated its bundle format on the monthly billing statements.
Frontier maintains its initial response.
On August 14, 2019 I spoke with Mr. regarding his concerns. During this contact, I explained to Mr. that the billing is correct and that the $15.00 discount is not in addition to the bundle rate of $118.99. The customer is not satisfied.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
. For the past year our internet service Frontier has been inoperable more than it has been operating. I have been on hold for many hours and ( I Know Frontier's Check list by heart that customer service center uses. The internet service is erratic as far as functionality. I have even ask to speak with a manager at the service center and they only wanted to put me through the same check list. I have asked for a service ticket to be issued and the manager would refuse. I have been told by service techs that they would issue a service ticket. But after a week of nothing and no service. I speak to another service center tech , only to find out that there never was one submitted. On July 28th 2019 once again I had no 8nternet service all weekend. So after being on chat hold for an hour. I got a tech that would actually do something as nd provided me good service. She continued as contacted the DSL tech without putting me through the stupid check list.service was ret8. Now today August 1st once again a full day with no internet service. It's been a year and I would say out of twelve months. My internet has only work 60 percent of the time. So I have to use my data. In a summary . Your equipment is constantly failing, talk to techs so much that I know you're cheat check list by heart and have spent in total at the least and 80 work week on the phone or on hold. At this th time Iam using my data to fill out th his complaint because my internet is inoperable Again
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 stating that his internet services were not working. Frontier has investigated the above
statements and offers the following response:Frontier advise that repair issue was reported on August 6.Frontier advise tech was dispatched on August 7, 2019 and the issue was resolved.Frontier advise that a courtesy credit was issued in the amount of $25. Please allow 1-2 billing cycles for the credit to reflect on the customer’s statement. Frontier representative advised the customer of the above information. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr. has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have attached as many snap shots of the companies messages dating back to feburary. Yes the repair this time was completed. Iam waiting to see if it is a complete fix this time. But the subject of s lengthy time frame of no internet service was not correctly addressed.
Regards
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
We started service in mid-June of 2019. Issue #1-The installer showed up high and seemed out of it. My wife tried to talk to him about the best place to install our modem, but he didn't listen and just fumbled around and ended up drilling a hole through our kitchen wall to run the coax cable. He said service will get to all parts of the house without testing anything. We found out that it didn't reach all parts of the house. I called to complain but the customer service rep didn't care and didn't take a report.
Issue #2-we were sent a letter on 6/20/19 that stated we needed to provide them with a positive identification form. If we didn't have it completed by July 5, 2019 then our service would be disconnected. We provided the necessary information including our social security number and picture of our driver's license. This seemed totally unnecessary, but we did it anyway. I faxed a copy to the number provided as well as mailed a copy to the address provided on 7/2/19. We didn't hear back from Frontier. Then on 7/30/19, we had no internet service. I called, and talked with a rep who said that we didn't complete the Positive ID Form, but I told her that I did, and I have a fax confirmation. She talked with her supervisor, Tim, and he said that it wasn't received. I told them the number that I faxed my information, and she said that it was wrong. She gave me another number. I then asked her where my personal information went with my SSN and Driver's License, and she said it went to their NY office. I also asked her why didn't they forward the information. She had no answer. I was upset that my personal information is just floating out there. She didn't care about my personal information being out there for anyone to see.
So, I then, had to drive down to a FEDEX office to fax them my information again. I did this by 10:30am. I called back to confirm that they received the information, they did. I then told them that we need our service turned back on ASAP because my wife works at home and does a lot of business through Facebook Live with her clients. The customer service rep talked with her supervisor, Tim. He said everything looks good, and they will get right on this and it shouldn't take very long.
2 hours later, I called again (3rd time on 7/30/19) to see what's going on with our service. The customer service rep said they haven't received anything. I became upset and told them that Tim the supervisor saw everything we sent. She then talked with Tim, and he said that he called to get our service restored but nothing has happened. I asked several times, why is it so difficult to turn the service back on, if you can turn it off quickly, then it should be turned on quickly?
She then said it might take a while longer. Then, I asked how I can cancel service, and she directed me to the Retention Dept.
I talked with Aaron from this department, and he tried to work with me, and told me that the right information was received from my fax, and he would contact the department to turn on my internet service. Then we got disconnected.
I called back, and talked with another agent who said that they never received any of my information. This was totally unacceptable. So, they sent me to the retention dept again, and I talked with another agent. She told me that I should disconnect the modem and it should be restored in 15 mins or so. I did that and nothing.
So, I called back again the next day. This agent told me that the dept that turns on service just received my information, and it may take up to 72 hours to turn on my service. This was the last straw. So, I was again sent to the retention dept, and asked how to cancel my service. He told me to go online, WHAT? I have no service. Then, he said it would take up to 24-48 hours to have my service cancelled. I asked for a refund for this horrible service and inconvenience. He told me no.
There was no reason that our service should have been turned off in the first place, and it shouldn't take 3 days to get service turned back on. This is totally unacceptable, devious business practices, and violation of my privacy if Frontier doesn't know where my personal information has gone.
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 there was issue with install and services not working.Mr. is disputing that his services was disconnected for proof of identity.Mr. is disputing final bill for services from Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advise that no trouble tickets or notes advising of issue with install. Frontier advise proof of identity is required when establish services with Frontier.Frontier advise that proof of identity was provided on July 31, 2019 however customer disconnect his service with Frontier. Frontier advise that a courtesy credit was issued in the amount of $25.27. Please allow 1-2 billing cycles for the credit to reflect on the customer’s statement. Frontier representative advised the customer of the above information. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr. has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Frontier's "investigation" showed nothing on their end. I did what was right, Frontier cancelled my service based on their error and didn't restore service. I sent in the proper documentation on time to the number that was provided on the form. Frontier messed up but does not want to admit any wrongdoing. And, now on August 17th, I was sent a bill from Frontier in the amount of $70.96. I already cancelled this service on July 24th (or so) 2019. The left hand doesn't know what the right hand is doing at Frontier, and the company is full of deception. All, I'm asking for now is that I don't receive further bills that I shouldn't be receiving, and the $70.96 should be refunded and waived as I don't have service with Frontier.
Regards
The information provided by Frontier is directly related to information obtained during the investigation; which is based on Frontier’s account notes from billing, sales, tech support, and the order history. Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
Currently I am a Frontier Customer for more than 5 years, since I am moving out from my current household and called Frontier to disconnect my service I was told that I am in a contract and I will be charged $45 to break it. When I requested to provide the copy of the contract the customer service refused to provide me one. I feel that I am being handled with un-fair business practice.
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 early termination fee. Frontier has investigated the above
statements and offers the following response:The customer was enrolled in a 24-month term that was scheduled to expire on December 25, 2019. The customer is cancelling service on August 16, 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 and sustained. Frontier representative has advised 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
I have been out of internet service with Frontier and their resolution time is 2 weeks out 08/12. This is because, they have no techs in out area to service us. I was told today that even through their escalation process it still will be 2 weeks out. Last night 07/31, I called back to try and get additional assistance in rebooting my internet as they told me to go outside and pull the wire out of the box to try and reboot. My husband did this and when he did we now have a fiber optic line in our yard. When I called they told me it wasn't a problem and just tell the children to not play outside or grab ahold of the line. This company is selling a product that can't service the customer if something goes wrong timely. They advertise 24/7 service and one call resolution. I need assistance in getting this cable off my lawn and my service fixed
Thank you for referring the complaint of *** to our office
for review. We appreciate her bringing
this matter to our attention.In the complaint Mrs. expressed concern regarding an internet
outage she has experienced, and Frontier has provided a due date of August 12,
2019, for the repair.Our records indicate the customer reported trouble July 31, 2019. Due
to unforeseen circumstances the technician was unable meet all appointments on
July 31, 2019, and the ticket was rescheduled. On August 9, 2019, a technician was dispatched to the premise and found
due to an electrical surge, the fiber was burned. The
technician replaced the fiber and indicated he cleared the trouble.Attempts to reach Mrs. have been unsuccessful. Should Mrs. wish to discuss this matter further, I can be
reached at EXT ***Sincerely,Felicia TExecutive Customer RelationsFRONTIER
COMMUNICATIONS
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.
No tech came to my home or replaced the line. Their response is inaccurate in full. I received a call indicating they were short techs and will stop by but nothing more and thay was on the 9th.
Regards
REBUTTAL RESPONSE:Multiple attempts have been made to assist Mrs. with the issues
she presented in the complaint. Frontier
has left multiple messages but failed to receive a response. As of August 21, 2019, the email box is full
and not additional messages can be left. We tried reaching Mrs. on August 22, 2019, and again, the
voicemail box is full, and no message could be left. Review of the account indicates the customer previously filed a
complaint and the result was the same. As stated in my previous response, our records indicate the repair was
completed August 9, 2019. Since that
time, we have not received any new trouble reports. If Mrs. continues to have trouble with her service, it is
imperative the trouble is reported. There are no open trouble tickets at this time, thus no work is
currently being performed on her service.We sincerely apologize for the difficulty Mrs. has experienced,
and if there is any further assistance required, I can be reached at
EXT ***Thank you,Felicia TExecutive Customer RelationsEXT 111-3143FRONTIER
COMMUNICATIONS
I bought a router from Frontier that is still in use, yet they are charging me a Router fee. Furthermore, it is so old and out dated I purchase a Netgear system that I am using instead. They still insist on charging me $10 a month. So it doesn't matter that I bought one from them and could use it even though it has no parental controls that I need, I bought and currently use a netgear. It is a scam they are doing. Only to have advertise prices lower.
“Effective April 29, 2019, the Frontier Wi-Fi Router became the approved equipment to be used with our internet service and specifically designed to work with Frontier’s Network. Frontier’s advertising and residential internet terms and conditions make clear out service includes equipment charges, such as the router charge, and neither our advertisement nor our terms and conditions provide any exceptions. Frontier technicians who install internet service are required to install a new Frontier router at time of installation regardless of customer having an old Frontier Router, or a Third-Party Router”.
Please be advised based on the purchase you mentioned, we have placed an order (***) requesting the removal of the Wi-Fi router fee. However, there is no guarantee the fee will be removed; as an audit could potentially restore this fee, due to the company’s new policy.
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.
Their response is total nonsense. I purchased the router from them to avoid the monthly charges. This is the same router that they are currently installing in homes and businesses. I know this because my parents had a recent install and my office had been using this same router up until a couple months ago. Way after this so called new date. I would have been fine paying such an additional fee if provided wifi coverage to my entire house and had up to date parental controls, which it clearly can't and doesn't. It's over 5 year old tech and is completely not necessary. Many times when the system is not working their techs had me by pass the router and go directly to the computer.
Regards
REBUTTAL RESPONSE:Mr. was previously advised an order (7105590) requesting the
removal of the Wi-Fi router fee was placed. It was advised this was no guarantee because the router is a required
component of the Mega Package. An audit
could potentially restore this fee, due to the company’s new policy.“Effective April 29, 2019, the Frontier Wi-Fi Router became the
approved equipment to be used with our internet service and specifically
designed to work with Frontier’s Network. Frontier’s advertising and residential internet terms and conditions make
clear our service includes equipment charges, such as the router charge, and
neither our advertisement nor our terms and conditions provide any
exceptions. Frontier technicians who
install internet service are required to install a new Frontier router at time
of installation regardless of customer having an old Frontier Router, or a
Third-Party Router”.On September 11, 2019, a request was submitted to issue a manual
adjustment of $10.00 for 12-Months. Once
the 12-Months expires, the customer must decide to maintain or cancel the Mega Package. A one-time credit of $60.00 was applied to
the account for the previous six-month charges previously applied to the
account. We sincerely apologize for the difficulty Mr. has experienced as
a result of the above matter. Should Mr. wish to discuss this matter further, I can be reached
at EXT 111-3143. Sincerely,Felicia TExecutive Customer RelationsFRONTIER
COMMUNICATIONS
I have received now two bills from Frontier Communications which is not my service provider. I do not have any Frontier Communications services.
Frontier was scheduled to install services in June 19, 2019. The installing technician informed me that they could not provide the dependable service I was promised at my location. I declined the installation at the Technicians advice. In June I received an invoice for installation and one months service. I telephoned Frontier Customer service on 06/27/19 and was told that the ticket was still open and which would be closed and a dispute would be filed to reversed/remove the charges. Yesterday I received another bill with charges for 07/2019 through 08/18/2019. Today I telephoned and asked to speak with a supervisor and was left on hold. I attempted to contact Frontier by chat but they are offline.
Customer Name: ***Complaint No.: ***Frontier
Communications has received notification of a complaint from the above
individual. According
to the complaint:Ms.
advises she is billing for services that was never installed by Frontier. Frontier
has investigated the above statements and offers the following response:Records indicate the customer’s account was connected via the central office on June 19, 2019 and not a physical connection by a technician. The billing for this account started June 19, 2019. On June 24, 2019, notes indicate, the customer account was placed in dispute due to her advising that she did not utilize Frontier service.On July 19, 2019 bill, charges totaled $213.17. Frontier records indicate there was no usage on this account. As of August 17, 2019, the account has been cancelled. Credits totaling $206.09 has applied to the account. Frontier spoke to Ms. and advised of credits. In addition, Frontier will follow-up after the August 19, 2019 closing bill generates and any remaining balances will be credited to clear the balance to zero. We trust that this information will assist you in
closing this complaint. We apologize for
any inconvenience that the customer has experienced as a result of the above matter.Sandra
P.Frontier
Communications
I had this internet company for 5 years after the let down of service repeatedly I choose to end my time with them this company still billed me 2 months of service out after I cancelled the service they are still telling me I owe the amount of 129.05 that I will not pay because the debt is no good also I get phone calls every morning from debt collectors about this bill as well and no one is on the other line just a recording to call the debt collection agency
Revdex.com Reference #: ***
I just want my bill wiped out and I will never be a customer to this company ever again also stop the debt collectors from calling me daily at the phone # of ***
Mr. established service on February 20, 2015 and it was disconnected on April 17, 2019.
Mr. billed $44.99/Simply Broadband, $5.99/Frontier Secure plus taxes and surcharges monthly.
Mr.’s final Frontier account has a remaining balance of $120.75. The account was written off for non-payment on July 11, 2019.
Frontier Collections requested a suspension of Mr.’s services effective April 17, 2019 for $53.94…order # *** due to nonpay.
Frontier Collections requested a total disconnection of Mr.’s service on May 16, 2019 for $194.32 with order # *** due to nonpay.
Records show that Mr. called to speak with a Frontier agent on March 8, 2019 about a service credit. He didn’t mention that he wanted to cancel Frontier service.
Mr. spoke with a Frontier agent on August 1, 2019 to advise that he wanted an adjustment for final balance. The account was sent over to Frontier Collections for review. It has been determined that the charges due are owed to Frontier. No credits are warranted.
Frontier apologizes for any inconvenience the above matter has caused Mr.. We trust that this information will assist the Commission in closing this complaint.
as soon as I canceled my TV service they disconnected my Internet service the day the bill was due. I have been a client of this company for several years and at no time was this their policy additionally I was not given any notice that this was going to happen. and lastly, I had a payment arrangement in place that they did not honor
Nature of Complaint:
As soon as I canceled my TV service they disconnected my Internet service the day the bill was due. I have been a client of this company for several years and at no time was this their policy additionally I was not given any notice that this was going to happen. and lastly, I had a payment arrangement in place that they did not honor.
ACCT#: ***-5
Mr. established service on September 15, 2017.
Mr. bills $40/Vantage Internet, $10/Router plus taxes and surcharges monthly.
Frontier advises that all billing statements that show a past due balance include notice that "If your bill reflects that you owe a Balance Forward, you must make a payment immediately to avoid collection activities."
Frontier records show a collection reminder for $200.00 was mailed to Mr. on June 17, 2019 with a July 2, 2019 due date. A $210.00 payment was made on June 30, 2019. A collection reminder for $199.17 was mailed to Mr. on July 16, 2019 with a July 31, 2019 due date.
Frontier records show a payment made on August 1, 2019 in the amount of $199.17 after the order was processed to interrupt the service. Frontier restored service on August 1, 2019 after the payment was received.
Frontier records show Mr. was subscribed to a Vantage Double Play including Vantage Ultimate TV and Internet Power plus equipment and taxes. Mr. contacted Frontier on June 29, 2019 to remove the Vantage Ultimate TV from his account. Mr. is currently subscribed to Simply Vantage Internet Power only.
Frontier records do not show any report of an internet service outage in the last 12 months.
Mr.’s current balance is $49.68 of which is due on August 8, 2019.
Frontier apologizes for any inconvenience the above matter has caused Mr.. We trust that this information will assist the Commission in closing this complaint.
My experience with Frontier Communications has been the worst since they transition from ***. Its starts with the issue about the internet speed. Every time I call customer service or their troubleshooting department they always seem to have an excuse. Once I hang up that call my speed seems to be at a fast pace but as the days pass by it slows down. If I’m paying for certain levels of internet speed and I receive lower levels and still get charged for the higher level without receiving any type of credit for the days without the proper speed. When calling customer service for problems, their technicians will give you the runaround or transfer you from one tech to the next and even hang up the phone without receiving a call back to finish the problem ticket. I’ve had multiple technicians come over to my house to work on my internet issues without resolving them. Their technicians and customer service reps will always contradict each other and at some times will say that either one knows what there are doing or talking about. Frontier will give you offers on extenders for you internet but at the end they don’t work, to the point that so far I have not received any good reviews from their own technicians. To finish up, I would like to get the service I’m paying for and a better customer service experience.
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 internet was not working and had issues with connectivity. Mr. advises he was told frontier would waive Technician visit fee. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued a courtesy credit for the technician fee.
The adjustment request has been approved and will be posted immediately to the Mr.’s account.
Frontier has scheduled a follow up to ensure bill accuracy.
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.
When starting service with the company, if you do not start on the date of the start of their billing cycle, they prorate their bill. I needed 5 additional days to a bill (I no longer live at the service address) but have to pay the entire month. They refuse to prorate the ending bill.
Frontier CommunicationsThank you for referring the
complaint of Michael
*** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Mr. advises that he was billed for a full month of service.Frontier has investigated the above
statements and offers the following response:Frontier advises that Mr. has pre-paid for his services and is eligible to continue receiving service through the end of his billing cycle.Subscribers to Frontier’s service are billed one full month in advance. Termination of service subscription is effective on the last day of the Frontier billing cycle. No partial month credits or refunds are provided for previously billed service subscriptions as per the terms of service.Frontier representative confirmed the above information however customer is not satisfied. 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
B
As mentioned in my initial complaint, when starting service, if my start date does not coincide with Frontier's start date with their billing cycle, they will prorate my partial month, as does any other company, my landlord, my electric company, or any other reasonable entity. The same goes with the end of a billing period. With all of my other utilities, I notify my electric company when I would like my services to be taken out of my name and they will prorate my bill accordingly. However, in this instance, Frontier does this only in their favor. I do not accept this at all. The phone call that the representative made to me only stated that this is their policy (which I was not made aware of) that is likely buried on the back page in some fine print or hidden in the bottom in tiny font on a webpage. This is not clear or defined when I signed up for service when I signed up with the agent at the kiosk. If they could provide me with a copy of my initial paperwork where it shows this, I would appreciate it.
Regards
The information provided by Frontier is directly related to information obtained during the investigation; which is based on Frontier’s account notes from billing, sales, tech support, and the order history. Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
After numerous attempts to have our internet,tv,and phone service repaired to operate at a normal function, we cancelled Frontier Communications service on June 25, 2019. We are and have always been in good standing and have paid our complete bill on time. We attempted to have the services fixed and after four attempts and the problems getting more severe, we felt it was time to switch to *** Communications. My wife cancelled the services on the aforementioned date and she spoke with a Frontier rep who advised her that she would be able to cancel the cable tv but should could not cancel the internet and phone until the new provider was able to port over the phone for those services. We received a confirmation number (***) and we were told that we would be charged $83.99 since we cancelled after June 23, which is the billing cycle. We agreed to pay the $83.99. *** Communications converted over our services and advised that Frontier will need t release the phone number (which we have had for 24 years), and this should take a day or two. We called *** Communications on June 26 and they advised they were porting and should be done by June 28'th.
On July 1st my wife called *** Communications advising that the phone was still not ported. On July 5'th my wife called again and was advised that frontier is not releasing the phone number. My wife then called Frontier and no one answered the call. On July 6'th she called again and spoke to a rep at Frontier and questioned why the phone was not released and ported over. The rep told my wife that the previous Frontier Rep did nor cancel the cable but cancelled the phone. The Frontier rep then reinstated the phone and she advised that nothing was cancelled. The rep advised she would cancel the cable and have the phone active again so the number could be ported over. The rep then advised my wife that we would owe $217.81 as Frontier would not pro rate the bill. My wife explained that we have a confirmation number cancelling their product and were to pay $83.99 which we agreed upon, and she advised that Frontier doesn't pro rate and we were responsible for the entire Bill.
On July 10'th my wife called to speak to a supervisor and was advised to email a copy of our *** Communication bill to show that we had switched over and were now paying two providers. The rep stated she would send it to the accounting department and have the accounting department review the bill and complaint. The rep stated that she could only credit $100. I at this time emailed the office of the President of Frontier Communications complaint department and requested a contact with someone who could resolve this issue. I went this route because my wife had called twice before requesting a supervisor, but was told they are all in meetings, and they would call us back. We received a call.
We went on vacation and upon return my wife called Frontier (July 23) and that no adjustments would be granted and the entire bill was due. She asked for a supervisor but she was advised they are all in meetings. The rep stated that Adrian a supervisor would call her back but we did not speak to Adrian anytime in the future. My wife then called the Office of the President of Frontier and spoke to Joe who stated that they have a car opened (probably from the email complaint) and that he would be handling the matter. After everything was explained to Joe, Joe stated that Frontier's policy is that they do not pro rate and that this was a miscommunication. I was now on the phone with Joe and my wife and I explained to Joe that there is no miscommunication regarding this. That Frontier advised that the Bill would be $83.99 which was quoted by his employee. Joe made reference that he could not make an exception for us otherwise he would be violating policy and everyone would be entitled to this. I explained to Joe that its an internal policy not a Law, and that his employee quoted the number which my wife agreed to which is by law a civil agreement and that we are willing to pay that amount. We also explained that we have a confirmation number that Frontier provided and that its Frontier who is breaking the agreement not us. I also explained that we do not want this to be sent to a collection and mark our perfect credit. I asked Joe to review the recorded conversation his employee had with my wife and the agreement to the $83.99. Joe advised that he needs to review our billing cycle and asked for a day to investigate the call and quote. This was July 23. On July 25, my wife left a message for Joe as we did not speak to him as he stated. On July 26 Joe called and spoke to my wife and stated that there would be no pro ration and he would see what he could do, and get her the highest amount possible. Joe spoke to her a few minutes later and advised that he would credit us $97.37 and our bill would be $120.44 and that is the best he could do for us and there was a possibility that someone else could enter the file from accounting and adjust the amount and take away his offer. My wife advised that this was not sufficient and we would continue to argue this.
This is where we stand currently. We will pay the bill with prejudice so our credit is not touched and even though Joe stated that would not happen until 60-90 days, we cannot trust Frontier to keep their word relating to our billing.
I do not wish my former account number to be made public, so contact with me is available for further investigation..
Frontier CommunicationsThank you for referring the
complaint of Kristen
*** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Mrs. is disputing final bill for services by Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises that Mrs. has pre-paid for her services and is 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.Frontier advises that a courtesy credit has been issued for the additional month of service in the amount of $114.09.Please allow 1-2 bill cycle for the credit to reflect on the customer bill statementFrontier representative has advised the above information. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mrs. has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
after 10 years, my partner and I got tired of being overcharged for service. We decided to change carriers. On March 25th 2019 I called to find out the end day of our billing service contract. It was the 13th of each month. So I made arrangements for a install date on April 9th from spectrum. I then called frontier back on March 27th 2019 and told them of my new install date and that I wanted the account closed at the end of billing cycle. they just double talked me and wanted to reduce services. I said I was done sad I wanted it cancelled. The person reluctantly agreed. I was told I would receive shipping packages to return equipment and I said bye.
On April 9th, 2019 I had *** installed and frontier was removed from the house and property. No activity at all was transmitted after April 9th. After about 10 days later, April 23rd, I called to find out when the boxes would arrive. Tgey then told me my service wasn't cancelled. They cancelled it then, even though I was disconnected from all frontier equipment on April 9th, they charged us a full $192.56 for April 14th thru May 13th, 2019 even though there was no connection to the house by their system. They are out to ruin our credit and refuse to arbitrate like in their agreement.
Thank you for referring the complaint of *** to our office for review. We appreciate we bringing this matter to our attention.
According to the complaint, Mr. states he cancelled service before the April bill and he disputes the balance of $192.56.
Frontier reviewed the account and spoke to Mr. on August 19, 2019. He was advised, credit has been applied to the account in the amount $192.56. This credit clears the balance on the account and should be updated on the September 2019 bill.
Frontier apologizes for any inconvenience the above matter has caused trust this information will assist you in closing this complaint.
Sandra P.
Frontier 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.
Everything is pending until I receive a final statement showing a zero balance. But I am happy that someone finally took a deep look into my account. It is soo frustrating to no have a situation resolved for over 6 months yet being blamed each and every time I called treating me as the culprit. Cable companies need to be responsible and quit screwing over their customers, who keep them alive.
Thank you, again, Revdex.com, for your assistance!1
Regards
I canceled my service with them and was told by representative Dawn that I would only have to pay a $9.99 cancellation fee in August. I had to call back to receive a confirmation number and was again told that is all I had to pay. 3 days later I recieved an email stating a bill for a full month of service. We discontinued service the 22nd so I called again and was told they bill a month in advance. I asked if they could prorate the bill and was told they did not do that anymore starting that month.
Customer Name: ***Revdex.com File No: ***Frontier Communications has received notification of a complaint
from the above individual. According to the complaint:Mr. advises he cancelled service with
Frontier and disputes the bill and cancellation fee. Frontier has investigated the above statements and offers
the following response:An order was placed to cancel Mr.’s internet account July 22, 2019 which is the bill cycle date. A $9.99 Residential Broadband Disconnect fee assessed with the cancellation of service.The cancellation of service did not process in time to prevent the July 22, 2019 bill for generating with a balance of $33.98.On August 17, 2019, Frontier applied a manual credit totaling $49.29 for the July bill and the $9.99 Residential Broadband Disconnect fee. This credit should post on the August 22, 2019 closing bill. Applicable credit balances after an account is disconnected will result in a refund to the customer. Frontier’s refund policy is to process a refund within 90 days from the closing statement date.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. Additionally, Frontier Residential refunds less than $5 or greater than $500 are refunded via check. All other Residential refunds will be issued via prepaid Visa card.Frontier called customer to advise of the above information. Frontier also provided a direct contact should he have additional concerns. Frontier apologizes for any inconvenience the customer experienced
as a result of the above concerns. We trust that this information
will assist you in closing this complaint. Sincerely,Sandra PFrontier Communications
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 locked us in to a two year contract with false advertising.
On 1/6/19 I responded to an email offer from Frontier Communications for a $200.00 *** reward card for signing up online for new internet service from Frontier Communications. On 1/7/19, I received a 2nd email from Frontier Communications with instructions on how to claim the $200.00 reward card. The email stated I needed to send copies of my first 2 paid bills, along with a filled out print out of the email with my name, address to: Internet.Frontier Redemption's 1101 *** Drive Fort Mill, SC 29707 and the redemption code: 11176008. After the 2nd bill was received 3/19/19, I mailed the printout and receipts to ***. I received a *** reward card, and when I called to activate it, I learned that the value on the card was $100.00, and not the $200.00 as offered. I spoke to a representative at the card issuer who told me I would have to contact Frontier. I called Frontier, and Frontier told me the offer was from ***. After my insistence that my contract is with Frontier not ***, the Frontier representative placed a 3 way call to *** and I was told after much debate that they would mail an additional $100 gift card, which WAS NEVER RECEIVED. I am owed $100.00 more on the reward card, as advertised in both the initial email offer, and the instructions to claim the reward.
Frontier Communications locked us in to a two-year contract with false advertising. On 1/6/19 I responded to an email offer from Frontier Communications for a $200.00 *** reward card for signing up online for new internet service from Frontier Communications. On 1/7/19, I received a 2nd email from Frontier Communications with instructions on how to claim the $200.00 reward card. The email stated I needed to send copies of my first 2 paid bills, along with a filled out print out of the email with my name, address to: Internet. Frontier *** and the redemption code: ***. After the 2nd bill was received 3/19/19, I mailed the printout and receipts to ***. I received a *** reward card, and when I called to activate it, I learned that the value on the card was $100.00, and not the $200.00 as offered. I spoke to a representative at the card issuer who told me I would have to contact Frontier. I called Frontier, and Frontier told me the offer was from ***. After my insistence that my contract is with Frontier Not ***, the Frontier representative placed a 3-way call to *** and I was told after much debate that they would mail an additional $100 gift card, which WAS NEVER RECEIVED. I am owed $100.00 more on the reward card, as advertised in both the initial email offer, and the instructions to claim the reward.
Mr. established service on January 15, 2019… order # ***… T3 SP
Mr. currently bills $50/FIOS 200/200 Internet with taxes and surcharges monthly. He’ on a 24-month promotion of which he gets $25 off Internet thru 1/14/2021.
Mr. called and spoke with Frontier customer service on July 31, 2019. He advised that he was promised a $200 gift card from *** and received $100. He advised that he would cancel if he can’t get the remaining amount promised.
A Frontier agent spoke with a representative from *** on August 8, 2019. The agent was advised that due to some data entry errors, the wrong amount was sent to the customer’s address.
*** has since updated their system to reflect the correct amount. A second card has been ordered and it should arrive from *** within 10-12 business days.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Revdex.com in closing this complaint.
Sincerely,
S. W
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I have been contacted by Frontier Communications Executive Office and advised that the additional $100 owed to me will be sent out by 8/15/19.
Thank you for your assistance,
Regards
Our land line phone went out on July 19th and I reported the outage and I got confirmation number and Tuesday 23rd the frontier truck went up the road at 10:00 am at 3:15 pm went back down the road . Still no phone .
So the 24th I texted them again . I was told I have an open ticket and is actively being worked on. Larger scale issue that is affecting others customers as well. Because of this outside your location no tech is needed .
Texted again 26th and the same story but a little information. The update was the technician have isolated the damage cable pair and engineers is working toward the resolution.
It is now August 1st still no land line phone and no cell service in area .
Revdex.com Reference #: ***
Our land line phone went out on July 19th and I reported the outage and I got confirmation number and Tuesday 23rd the frontier truck went up the road at 10:00 am at 3:15 pm went back down the road. Still no phone. So, the 24th I texted them again. I was told I have an open ticket and is actively being worked on. Larger scale issue that is affecting other customers as well. Because of this outside your location no tech is needed. Texted again 26th and the same story but a little information. The update was the technician have isolated the damage cable pair and engineers is working toward the resolution. It is now August 1st still no land line phone and no cell service in area.
Mr. activated service on November 18, 1989.
Mr. currently bills $32.99/Digital Phone Essentials plus taxes and surcharges monthly.
Frontier records advise that Mr. called in on July 19, 2019 to report trouble on the line. He spoke with a representative from our repair team of which tried to troubleshoot remotely to resolve the no dial tone issue Mr. was having. It was determined that a technician needed to be routed out to fix the service issue/outage.
Repair ticket # *** was created to route a technician out on August 1, 2019 between the hours of 8:00am and 12:00pm. The technician determined that the cable needed to be repaired. He replaced cable and made sure service was back up and running before leaving the premise.
As a courtesy, a Frontier agent adjusted the account in the amount of $25 as a courtesy and due to inconvenience.
Frontier apologizes for any inconvenience the above matter has caused Mr. Shaffer. We trust that this information will assist the Revdex.com in closing this complaint.
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