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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On 7/12/019 I closed my Frontier Account. I was informed by customer service that boxes will be mailed to me withing 5 business days to return the equipment. I was informed that if I don't return the equipment, then I will be charged $300 for fees. I contacted Frontier on 7/19 because I didn't receive boxes to return equipment and was told to wait 5 more days. I called back 7/26 and was told wait another 5 more days (at this time I asked for a supervisor being that more than 10 business days have passed and not boxes have been sent in which I was told supervisors aren't available and call was disconnected). I called back on 7/29 and was promised boxes by 7/31 and nothing was sent. I have tried three times to order boxes online and the account won't allow me to do so, making me call customer service. I still have the equipment, Frontier won't send me the boxes to return them in, and threaten me with a $300 charge if I don't do so. How can I return boxes if they are not sending them to me?
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Ms. is stating she has not received returned labels to return Frontier’s equipment. Frontier has investigated the above
statements and offers the following response:Frontier advise that return labels was delivered to customer on August 2, 2019. Frontier representative confirmed with customer of receipt of return labels. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms. has
experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I had an account with frontier and I called them to cancel in January 2019 and we didn’t use it at all but they keep charging every month even though we don’t get service. In June they called me to turn it back on but I told them we don’t need it but they still kept sending me bills and charging me. I have complained and told them I would complain on here but they still charged me.
Frontier
CommunicationsComplaint Number: 13723315 Company
Code: N/ACustomer Name: *** Phone: 419-824-9871Thank 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. Hatim
*** is disputing his bill with Frontier.Frontier has investigated the above statements and offers the
following response:Upon further review we determined on June 12, 2019 Mr.’s Frontier service was temporarily suspended with order #***, due to nonpayment.Frontier advises due to continued non-payment his service was completed disconnected with order # *** on July 11, 2019, effective date of June 12, 2019.We further advise a Final bill amount of $126.76 is owed to Frontier.On August 17, 2019 Frontier notified Mr. and advised on the above information.We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Mr. *** has
experienced because of the above matter.Frontier
Specialist: Bridget G. Department:
Executive Relations
I called in on 16Jul19 and asked about canceling my service. I was told I would need to cancel on or before the 19th so that I would not be billed again. I received a bill for 224.71 and the guy I called and spoke with said they do not prorated, we needed to cancel before the 19th. I explained my situation and that I had called a few days prior and he said there was nothing he could do. I asked to speak with a supervisor and he refused to give them the phone.
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: Mrs. is disputing final bill for services by Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises that Mrs. was billed in error for an additional month of services.Frontier advises that a credit has been issued for the additional month of service in the amount of $224.71.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
Had an account for 36 years with Frontier Communications for a land line. In December of 2018 we went with another company who purchased our land line # from Frontier. In January 2019 we received our final bill from Frontier and paid it. In February, Frontier sent us a new bill with a new account # that is not our phone # (Their account #'s include your phone #), I did not open a new land line account with Frontier with the phone # attached to the new account. I would like Frontier to prove that I opened a new account. I never authorized a new account with Frontier right after I changed to a new provider.I was billed by Frontier for two months and talked to costumer service at least 8 times for 30 minutes each time
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:
Mr. states that after he ported his number to another carrier, Frontier continued to bill him for services. Frontier has investigated the above statements and offers the following response:
Frontier investigated Mr.’s account and determined that Frontier successfully ported Mr.’s main billing phone number of on January 3, 2019.
Frontier records indicate that Mr. had two phone lines with Frontier and only ported the main line to another company.
A Frontier representative issued an order to disconnect Mr.’s second phone line on March 31, 2019.
A Frontier representative issued a credit to Mr.’s account in the amount of $220.38 on August 15, 2019.
A Frontier representative spoke with Mr. on August 20, 2019 to advise and he was satisfied with the resolution.
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
I just paid a bill for $175 on 7/17/2019,get 2 bills in the mail 1 was the actual bill,the other was a deliquent bill.so I calls frontier and ask them why is my bill $217.32 and they said I been having late fees from January of 2019,I said how can I have a bill for January and February when I move in my apartment on 2/27/2019.she looks up something and tell me they can dispute January bill,so I said what about february.they states that all they can do is dispute January.I asked to speak to a supervisor,never spoke to supervisor and they states that the supervisor said that's all they can do.they can even find the actual hook up date.so if I moved in on 2/27/2019 why am I paying for 2 months of service when it was actually set up in march.they can't answer that question.
Revdex.com Complaint No.: ***Customer Name: ***Thank you for referring the complaint of *** to our office for
review. We appreciate you bringing this matter to our attention.The Complaint states that:Ms. advises she has billing disputes. Frontier has investigated the above statements and offers the following
response:Frontier reviewed the account with Ms. the bill and the payment history. Records indicate, no payment was received for March 2019 and the account has carried an overdue balance each month. Due to the ongoing disputes, Frontier advises a one-time manual credit was issued to the account totaling $93.00 plus tax for late fees and prorated charges. We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience the customer has experienced as a result of the above matter.Sandra P. Frontier Executive Relations
Internet in my entire town has been out for almost 3 weeks. Many people have tried getting answers and nobody can give answers or compensation.
Thank you for referring the complaint of *** L. *** to our office for review. We appreciate you bringing this matter to our attention.
The Complaint states that:
Ms. advises the internet for the entire town has been out for 3 weeks and she would like the service repaired.
Frontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.
Records reflect this is a nonregulated service issue that has been restored. There is no credit warranted for this service issue.
Ms. has been provided our contact information should she need additional assistance.
We trust that this information will assist you in closing this complaint.
Department: Executive Customer Relations
Frontier errantly disconnected my internet service then reconnected my service and included services I didn’t request. Billed me for those services which I disputed. Refused to monitor recorded conversation with myself and their service department. Refused to remove the charges even when I sent them verification of the payment for internet service and proceeded to turn me in to a collection agency.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. states that Frontier errantly disconnected her internet services and reconnected them adding services that she did not request. Ms. states that Frontier refused to remove the charges when she provided verification of payments made for the internet. Ms. states the account has been turned over to an outside collection agency and she is requesting the billing be amended and rescind the debt that was reported to the outside collection agency. Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. upgraded her services, from an Internet only account at $40.99 per month to a phone and Internet bundle at $42.99 per month, on February 6, 2019 and the internet was removed in error. An order was placed on February 8, 2019 to add the internet back to the account which caused an equipment and handling fee of $9.99 to be billed; however, the $9.99 fee was adjusted and was reflected on the March 2019 statement.
Frontier advises that Ms. also bundled *** Network with her Frontier account on January 5, 2019 and her January statement reflected $153.15 in *** Network charges for services from January 4, 2019 to February 25, 2019. Ms. requested *** Network to be unbundled and an order was placed on February 6, 2019 to stop any further *** Network charges from billing on the Frontier account. Frontier advises that any *** Network charges already billed to Frontier are valid as Frontier pays *** Network upon receipt of the charges and collects them on the Frontier statement.
Frontier advises that Ms. provided Frontier with the *** Network statements that she has been separately billed for and explained to her that *** Network issued her credits for the service charges that were billed on her Frontier bill, which was reflected on her March 2019 statement from *** Network.
Frontier records show that the last payment made to Frontier was on February 19, 2019.
Frontier explained this to Ms. on June 4, 2019 in a detailed email, advising that the final balance was correct. Frontier advises that no further payments were made and the account was written off to an outside collection agency on July 22, 2019. Frontier advises that once Ms. pays the final balance, the collection agency will be updated that the debt has been satisfied.
Frontier advises that additional attempts were made to contact Ms. to discuss this issue further but was unsuccessful speaking to her.
Frontier has mailed Ms. a letter with direct contact information if she needs any further assistance.
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
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
Due to the continued inaccurate billing issues I had experienced with Frontier I requested my service to be discontinued in May 2019. By their own admission they were paid in February IF what they are indicating is the monthly amount owed then I would owe them roughly $126 ($42 per month) not $228. Again their billing is inaccurate. I DO NOT owe them any money as you can see by the above payments. I also have two more payments that were unable to be downloaded due to your system. I received not such letter. I received multiple emails from Carla G to resolve my complaint with the PUCO and no one could explain where my payments had gone.
I want the money paid to be applied and the bill removed from collections....it is inacurrate!
Regards
Thank you for referring the rebuttal complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Rebuttal Complaint states that:
Ms. states that Frontier errantly disconnected her internet services and reconnected them adding services that she did not request. Ms. states that Frontier refused to remove the charges when she provided verification of payments made for the internet. Ms. states the account has been turned over to an outside collection agency and she is requesting the billing be amended and rescind the debt that was reported to the outside collection agency. Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. upgraded her services, from an Internet only account at $40.99 per month to a phone and Internet bundle at $42.99 per month, on February 6, 2019 and the internet was removed in error. An order was placed on February 8, 2019 to add the internet back to the account which caused an equipment and handling fee of $9.99 to be billed; however, the $9.99 fee was adjusted and was reflected on the March 2019 statement.
Frontier advises that Ms. also bundled *** Network with her Frontier account on January 5, 2019 and her January statement reflected $153.15 in *** Network charges for services from January 4, 2019 to February 25, 2019. Ms. requested *** Network to be unbundled and an order was placed on February 6, 2019 to stop any further *** Network charges from billing on the Frontier account. Frontier advises that any *** Network charges already billed to Frontier are valid as Frontier pays *** Network upon receipt of the charges and collects them on the Frontier statement.
Frontier advises that Ms. provided Frontier with the *** Network statements that she has been separately billed for and explained to her that *** Network issued her credits for the service charges that were billed on her Frontier bill, which was reflected on her March 2019 statement from *** Network.
Frontier records show that the last payment made to Frontier was on February 19, 2019.
Frontier explained this to Ms. on June 4, 2019 in a detailed email, advising that the final balance was correct. Frontier advises that no further payments were made and the account was written off to an outside collection agency on July 22, 2019. Frontier advises that once Ms. pays the final balance, the collection agency will be updated that the debt has been satisfied.
Frontier stands by the original findings.
Frontier advises that additional attempts were made to contact Ms. to discuss this issue further but was unsuccessful speaking to her.
Frontier has mailed Ms. another letter with direct contact information if she needs any further assistance.
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.
We have been trying to get internet service for over a month now. Frontier has a monopoly
for service in this area. The installation technician advised at the end of June that there was a bad "pair" down the road and it would have to be repaired before service could be installed. I have spoken with "The Office of The President" group almost every single day in July. They are apparently only able to communicate with the engineering group and the dispatch group via email with no guarantee of a response. According to them, there is no way to escalate any problem. They call themselves the office of the President, but I suspect it's only the customer service group calling themselves that in order to make everyone think they are actually talking to a higher group. They have missed 6 installation appointments without so much as a basic courtesy phone call or email to advise they weren't coming again. I've been told over and over and over and over again the problem would be resolved. As of yesterday, July 30, the technican assigned to resolve the problem was on site, but decided it would take an entire day to resolve the issue, so he decided not to take the job. Now apparently it goes back to the area manager to decide when another technician can be assigned to take the job, and if the technician decides he wants to do the job, they will schedule another repair date. Every single day we don't have internet service my company is losing money. I have an online business and internet service is required for me to do my job. There are too many open tickets to count on this particular problem yet they have done absolutely nothing to fix the problem. I have filled complaints with the FTC and the FFC, but those processes take months to resolve. Frontier needs to be held accountable to their customers and do whatever it takes to resolve an issues promptly without giving them the run-around. That are failing miserably as a reputable service provider.
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 waiting for an installation of service since the end of June Frontier has investigated the above statements and offers the following response:
Frontier advises that as of August 22, 2019, Frontier has completed an installation of service for phone and internet.
Frontier spoke to Mr. to on August 23, 2019 to confirm service were working.
Frontier advised that as a customer courtesy to Mr., a $75.00 adjustment has been applied to the account.
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 had internet service from Frontier for a few years now. On Saturday, 07/27, I experienced internet outage from around 10 am CST. On realizing this, I called Frontier customer service and they informed me there was an outage. Co-incidentally around the same time, I received a text message that service was affected with no estimated time on when service will be restored. As of Tuesday evening (07/30), service has not yet been restored. There were no updates from Frontier and whenever I checked, I was informed their crews were working hard to resolve the issue and they could not provide any estimate on when the issue would be resolved. I finally called Frontier on Tuesday evening and cancelled my service and switched to Spectrum as this was interrupting my daily life - professional and personal. I work from home and rely on internet for work and other things such as home phone service, TV service, netflix,etc. So the outage along with no updates and visibility on when the problem will be resolved caused me to take alternative service. Frontier was willing to give credit for the 4 days there was no service, but because I cancelled service in the middle of my billing period (07/23-08/15), they are not waiving the fees for the rest of the billing period. When I asked about waiving the fees for the rest of the billing period, as I was cancelling because of outage and poor service, they mentioned this was standard policy and there are no exceptions. At a minimum, I would expect them to understand the inconvenience they put me through and waive the remaining fees for the month. At this day and age, we rely on internet service and not having service affects us professionally and creates a huge inconvenience for everyone in the family. For e.g. my kids are not able to do summer homework as there is a high reliance on internet. Frontier should be taking all necessary precautions and stand by facilities to restore service in reasonable time. Having an outage for 4 days and no updates shows me how unprepared they are as a company to handle interruptions like this. So with no choice, I had to cancel service and look for an alternate solution.
Frontier
Communications has received notification of a complaint from the above
individual. According
to the complaint:Mr. advises he disconnected Frontier
service and disputes billing charges from July 23, 2019 bill statement. Frontier
has investigated the above statements and offers the following response:Records indicate the customer’s account was disconnected effective July 30, 2019. Prior to the account being disconnected the July 23, 2019 bill date generated with a balance of $79.13. Frontier applied credit for the July 13, 2019 bill, credit totaling $79.13. Frontier spoke to Mr. on August 6, 2019 and advised him of the above information. He was advised the closing bill will generate August 23, 2019 and he will be responsible for the Frontier Broadband Disconnect fee of $9.99. 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
On July 17 I received a text on my phone from these people. It said we will be at your residence to hook up service July 29 between 1 and 5. Gave me service account number of person to be hooked up. I called their hot springs nc business explained they texted incorrect residence. Man finally agreed but...I have gotten calls from them I HAVE a total of seventeen texts between them since me telling them you texted wrong person but... No they still continued . one time is a mistake not seventeen!!!. They just seem to think I really do not mean that I am tired of dealing with them about this. Yesterday three texts starting at eight I seven am. Now I was told when I gave the person service acct number that they were hooking up in Sylvia north Carolina. In phone call July 26 I was given PERSONS name. So by rights I should not have access to a name to a street address to a customers name.THIS IS HOW IDENTITES GET STOLE NN!
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Ms. states she is receiving contact from Frontier concerning an installation and she is not in Frontier territory for service.
Frontier has investigated the above statements and offers the following response:
Frontier advises the order in which Ms. had been receiving contact concerning the service order has been found.
Frontier advises the correct contact information for the service order that has completed does not have Ms.’s contact number.
Frontier advises our records indicate on August 6,2019 has contacted Ms. via email to advise the service order has been found.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 13721267, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
They can say all they want but frontier communications DID TEXT ME YIME AND AGAIN LAST TIME WAS JULY 30 when they told me the tech was on his way. I was given a new name by their customer service relation Eduardo was his first name. I was given through them a name. An account service number. And the person lived in SYLVA N.C. PLUS I WAS ABLE TO APPLY AN ADDRESS OF THEIR CUSTOMER TO SAID INFO. I SAVED ALL THEIR TEXT AND SURE WILL NOT DELETE THEM BECAUSE THEIR REAL CUSTOMER MIGHT JUST NEED THE INFO.
BOTTOM LINE THEY GAVE OUT INFO AND IF I WAS THEIR CUSTOMER I WOULD BE FURIOUS.
SO THEY CAN PLAY THEIR AINT NO BIG DEAL BUT.... INFO IS A PERSONS THAT IS INTRUSTED TO THEM NOT TO BE GIVEN TO A TOTAL STRANGER BOTTOM LINE. I CAN SHOW THE TEXTS. BUT PERSONAL INFO IS IN THEM AND I DO NOT FEEL IT SHOULD BE MADE PUBLIC. SO I REJECT. THANKS ANYWAY AND I SURE HOPE THEY LEARN
Frontier misled on services that they provided. On day of activation, I discovered the discrepancy between the promised and capabilities and immediately called to cancel the service. The necessary services for Family was CBS, recording of many channels. For home office was band width and an app to access recordings from remote locations due to my wide and frequent business. They do not have CBS channel, and the app could only be used in the house on devices.
I called and cancelled service immediately. I was then told by the first person that the account was closed, they apologized for sales misleading me and that the bill was closed. I had recieved a confirmation code of account closure and shipping boxes and they ended the call with the ussual, is there any thing else I can do for you today.
Then I received a bill. I called back and went through history of issue, the person state that they see it was closed and bill cancelled, then said she didnt understand the current state and why I received a bill. She put me on hold then came back and said she was instructed to transfer the call. The next person said I had to talk to another department. That department was closed. three more calls I got ahold of that department and they said they were wrong department. several more transfers I received a person that would not give me any instruction on next step. only said a form had to be filled out, not where to get the form, how to fill it out, would not fill out with me. said the same words repeatedly, Clearly the intent was to just anger and get me to hang up. it worked.
then I get a notice that my bill was moved to collections, and same time I get a notice that the collections has put derogatory mark on my credit.
First time in my life this has happened. I am beside my self on what to do.
Frontier Communications has received notification of a complaint
from the above individual. According to the complaint:*** advises he cancelled service with Frontier one day after service was connected. He also advises he never used the service and is disputing the balance and credit reporting. Frontier has investigated the above statements and offers
the following response:Frontier records indicate, new service was requested for the aforementioned customer. Mr. contacted Frontier to cancel the service due to service issues. Frontier has a 30-day minimum billing period. Frontier cancelled the account and a final bill processed April 20, 2019 with a balance of $280.94.On August 5, 2019 Frontier applied full credit of $280.94 to clear the balance. In addition, a request was submitted to recall the account from outside collections and deletion of any negative credit reporting.Frontier spoke to Mr. on August 6, 2019 and advised him of the above information. We apologize for any inconvenience the customer
experienced as a result of the above matter and trust that this information
will assist you in closing this complaint. Sincerely,Sandra P.
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 greatly appreciate the thoroughness and speed of their review .
Regards
I had issues with internet during the month of February and March 2019. I had no internet. I decided to cancel all services and service was disconnected on March 22 2019. I was a paperless bill and the only info I would receive was a paper saying what I owed. They wouldn't mail a bill. I finally got them to e-mail a bill. I also asked for a credit for the time I was without internet. About a month after I paid what I thought was the final amount, I received something saying I still owed several hundred dollars. I called Frontier or chatted on numerous occasions trying to find out where all of the charges were coming from. I finally found that I was charged $200 for an early termination fee. I asked every single person I spoke to why I was under contract or how since I was a customer for 25 plus years. I had not bundled anything recently. I wanted to know what prompted me to be "under contract". I never was told why. I also never received a credit for the time I was without internet. Now, I have a letter from collections. I talked to 4 or 5 different people from Frontier today alone as well as the credit collection people. The credit collection company said I had to get Frontier to let them know I don't owe it. The people at Frontier said I had to take up all concerns with the credit collection company. I have been repeatedly trying to resolve this and nobody has yet to resolve it. I asked the last person I spoke to at Frontier " so what, I either have to pay this to make it go away even though I do not feel I owe it or get a lawyer to fight it for me?" She said yes. My husband wanted to come back to Frontier. I will under no circumstances EVER give my business to Frontier again. EVER. If this is how they want to treat a long time customer, I won't use or recommend them to anyone.
Frontier CommunicationsThank you for referring the
complaint of Sherry
*** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Ms. is disputing the final bill from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier advise that Ms. was in a 2-year term agreement as of February 26, 2018 which was not due to expire until February 25, 2020. The customer cancelled service on March 22, 2019. An early termination fee is billed when service is cancelled prior to the expiration of the contract term.Frontier advise that a courtesy credit has been issued for the early termination fee. This credit has zeroed out the customer’s account.She owes nothing to Frontier.Please allow 1-2 bill statements for this credit to reflect on the customer’s bill. Frontier representative has made several attempts to reach the customer however was unsuccessful. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms. has
experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager
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 my home landline...I can call out but no one can call in. The phone rings once and then hangs up on the caller. It does not let my answering machine leave a message. The only way I can see if someone has called is to check the caller id log on my phone.I tried to report this today; apparently it has been going on for a couple weeks. If I happen to be next to the phone I can answer it and get the call ok; but I am rarely right next to the phone. I have a repair order 1116897 but was told it would be nine days before someone would come out. This is ridiculous. The only way I could get thru to the repair department was to select a new service option and have the rep there transfer me. Before he did we discussed your horrible service and he says he gets a lot of complaints.
In addition...I have call waiting on my phone and I dont want it. I tried to have this corrected and the phone rep said she could not take it off????!!!
I did not want to resort to filing this, again..... but.....your customer service is horrible and it seems to be the only way to get issues resolved. I had to go through the Revdex.com a few months ago to have an issue resolved and that is when your phone rep said she and her supervisor could not take the call waiting off my phone. I dont think I should have to wait nine days to get this resolved..two or three maybe.
Frontier Communications
Thank you for referring the complaint of *** F. *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that she reported her telephone not working to Frontier and the repair ticket dated out nine days before someone could come out. Ms. advises that she wants to remove off call waiting that she no longer wants that feature on her phone service.
Frontier has investigated the above statements and offers the following response:z
· Frontier advises that a repair ticket was placed on July 31, 2019 and closed out on August 8, 2019.
· Frontier advises that an order was placed to remove the call waiting feature on her telephone on September 5, 2019.
· Frontier advises that credit has been applied to Ms.’s account in the amount of $10.86 for her service outage and this will appear on her next bill when it prints on September 22, 2019.
· Frontier verified on September 11, 2019 that her telephone service was back working.
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.
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. However, a two month wait time to resolve this issue is totally unacceptable. Their customer service is horrible. I would switch service in a minute if I were not afraid of losing my phone number.
Regards
Our Phone *** has been out since July 20th. I called to get it repaired and they sent tech out on July 25th who informed us he had a wrong ticket number to fix the phone so he left without fixing the *** phone. I called Frontier back and now they say we cannot get a tech out till Aug 7th. My husband has multiple lung diseases plus several strokes and depends on his phone for emergencies which I explained all this to our phone company. I hate to think something could happen to him and he is unable to call for help.
Frontier Communications
Thank you for referring the complaint of *** A. *** to our office for review. We appreciate her bringing this matter to our attention.
The Complaint states that:
Ms. states that she called Frontier on July 20, 2019 to report service issues with her second line and has been unsuccessful with getting her service repaired. Mr. requests that we repair her service and provide out of service credit. Frontier has investigated the above statements and offers the following response:
Frontier’s investigation found that Ms.’s service was repaired on August 7, 2019 when a Frontier technician repaired a cable pair.
A Frontier representative issued an out of service credit to Ms.’s account on August 13, 2019 in the amount of $69.46.
A Frontier representative spoke with Mr. on August 13, 2019 to advise.
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: Linda Department: Consumer 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
Frontier Communications provides phone, internet, and cable service to my home in Keller, Texas. On Saturday, June 29th, 2019, we lost all services. I received (and still have) a text message from Frontier on this date stating that they were aware of the outage. We continued to be without service on the following day and I contacted Frontier's customer service. They worked with me trying different things but did not restore service. They then informed me that a technician would have to come out but the earliest they could arrive was 7/12/19. I was not happy with this knowing we would be without service so long but scheduled the appointment.
They confirmed FOUR times through my cell phone that they would arrive between 11:00 am and 3:00 pm on 7/12/19. My wife stayed home to wait for them. Nobody came and nobody called us. My wife contacted customer service and was told first that we had canceled the appointment (LIE) and then that they had come out and nobody was home (LIE #2). This is completely unethical.
After first being told they would have to reschedule to come out, my wife was able (after much frustration) to talk to a manager who agreed to have someone out the following day (7/13/19). The technician arrived later than we were told but was able to restore our service.
Our bill was for the service period 6/22/19-7/21/19 was due 7/16/19. I contacted Frontier billing to let them know I would not be paying for service from 6/29/19-7/13/19 while we were without service. I had been told by their customer service that we would not be charged for the period when we did not have service. The billing representative was very helpful and instructed me to pay $124.44, which I did. This included a credit for the lost service of $159.51. This amount was slightly more than what I had calculated, but I paid what they told me.
On Monday 7/29/19, I received a 'Notice of Account Past Due" statement from Frontier for $159.51 with the threat of cancellation of services. I was outraged! I contacted their customer service and spoke with April, the absolute worst in an incredible line of inept customer service representatives. She informed me that the credit had been denied by their audit service and did not go through. I am not exactly sure how I was supposed to know this. The reason given was that they had applied the credit to both the equipment and the service, but should not have adjusted the equipment charge. I again do not understand why I am paying for equipment that is completely useless to me without service. She also said that the credit period would only begin on 6/30/19, the date I contacted them, instead of 6/29/19 when service had gone down and they sent me a message saying they were aware of the outage. She said my credit for this period would only be $93.18 and would take 30 days to process.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he was out of service and would like the correct time out of service credit. Frontier has investigated the above statements and offers the following response:
Frontier has made several attempts to contact Mr. but we have been unsuccessful.
Frontier has reviewed Mr.’s concern and confirms issue has been addressed.
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.
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. They did not issue the full credit that I requested but did increase the amount of the credit previously offered. They did return one of my calls and left a message. However, repeated attempts to reach them after this were unsuccessful as my messages were not returned. Thank you for your assistance! Frontier Communications is most worthy of your F rating.
Regards
Dear Revdex.com,
Why do you not give us the ability to do ZERO stars? I can certainly understand Frontier's "F" rating with the Revdex.com.
They have given me so many reasons to complain. Not calling back when promised (twice). No notification when they cancelled the installation appointment (cost me 8 hours at work). Promises, promises (25Mbps speed promised, only can deliver 6, if they EVER get here to install). Inconsistent answers to questions (Fourth guy I talked to said you don't have to pay for the router rental if you have your own, Seventh person I talked to says now you definitely have to pay for a router rental)
The bad thing is, where I need service, they are the only provider. No competition means that they can screw you over as much as they want, and you can't do a darn thing about it.
My recommendation for those who need communications where Frontier is the only game in town is to move.
Worst customer service ever. Spend hours on the phone when THEIR equipment fails and takes 6 days to get a technician out and then does not show up in a 4 hour window. They do not communicate. It was horrible before when it was Verizon and hot even worse when Frontier bought them and rates have almost doubled. Ridiculously poor customer service.
Thought I would give frontier a try because my kids need Internet for school everything is done on the Internet. I want a full refund and I want to be able to send my box back I got my box on July 27 excuse me July 29 and you go to do something and it just disconnects not very good service if he asked me
Revdex.com Reference #: ***
Thought I would give frontier a try because my kids need Internet for school everything is done on the Internet. I want a full refund and I want to be able to send my box back I got my box on July 27 excuse me July 29 and you go to do something, and it just disconnects not very good service if he asked me.
Ms. service was activated on July 24, 2019.
Customer bills $27.99/Simply Broadband, $10/Router plus taxes monthly.
There’s a disconnect order dated for August 16, 2019 to disconnect all Frontier services. Ms. will be mailed a return label to send the wireless router back at no cost to her within 5-7 business days of the disconnect date.
Ms. was billed $27.99/Frontier Internet, $9.99/Equipment Delivery Fee, $10/Router Fee on the first billing statement.
As a courtesy, a Frontier agent adjusted the account in the amount of $49.41 which is the total amount of the first statement. The adjustment request has been approved and will be posted immediately to the customer account
I have called in three times about a service ticket only to get told I have a month and a half to wait for them to even come out and look at my line to find the problem. I then let them know that I have a teenage daughter that watches over our little boy age 6 while my Husband and I are at work and if there is an emergency there is no way for them to call 911 considering that we have no phone, internet, or cell service in our home until they get this resolved. I also let them know that I also have a Husband that works out of town and that our alarm also works off our phone lines encase of break ins and such with them still telling me that there staff is to busy to get to me.
Frontier
Communications has received notification of a complaint from the above
individual.
According to the complaint:
Ms. advises that she has a month
and a half wait to have services repaired.
Frontier has investigated the above statements and offers
the following response:
Repair history shows trouble ticket 82360246
reported July 28, 2019 as no dsl. The
ticket is scheduled for August 19, 2019.
Frontier advises we are working as quickly as
possible to provide and restore service to our customers.
A Frontier representative spoke with Ms.
*** and advised at this time an earlier due date was not possible, she
stated she contacted the FCC and discontinued the call.
A Frontier representative will manually
follow up to ensure the service is restored and appropriate time out of service
credit (based on dates of trouble ticket) is applied.
We are
confident that our response has been sufficient to address these issues. If Mrs. has any additional questions,
please contact Amy B, xt ***. We trust that this information will assist you
in closing this complaint. If you have
any questions regarding this complaint or Frontier’s response, please contact
me.
I signed up for Frontier FiOS Internet service and installation was completed on July 19, 2019. Before signing up, I called several sales representatives to make sure that the installation fee would be waived as part of the new customer promotion. I was assured several times that this would be taken care of (a total of $75, split over three months in equal payments of $25), and was even told that all I had to do was call in once the service was installed to have the fee waived. I called Frontier's customer service this morning and was told that the fee could not be waived, and I expressed that I felt misled and lied to just to get me to sign up.
Thank 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. states he called Frontier multiple times and was advised credit would be issued for the installation fee.
Frontier has investigated the above statements and offers the following response:
A one-time credit has been issued totaling $75.00; please allow 1-2 billing cycles for the credit to reflect on the billing statement.
Frontier has not been successful in our attempts to reach Mr.; our contact information has been provided - should additional assistance be needed please contact the undersigned.
We trust that this information will assist you in closing this complaint.
Department: Executive Customer Relations