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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Service was disconnected 6/5/19 I was charged for entire month of June. Spoke with many frontier employees who all had could not understand why I was charged for the entire month. Finally after numerous calls I was given a case# 5-52597149 they said the charge would be reversed and go back to my bank account. Obviously no return calls from them got in touch with them again only to be told I would not be getting the refund and would still have to pay for the entire month. how are they allowed to this.
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. Disconnected Frontier services on June 5, 2019. Mr. was charged for an entire month and was advised payment for $165.29 would be reversed back to his account. Mr. Hebert’s payment was not reversed and he was then advised he would have to pay for the entire month. Frontier has investigated the above statements and offers the following response:
Mr. services were disconnect on June 5, 2019.
Mr. was billed in advance and his bill cycle with Frontier began on June 1, 2019.
Per Frontier’s Terms of Service, services are not prorated.
A Frontier representative has reached out to Mr. by email to resolve the billing issue and has not heard back from him.
Mr. has been provided a direct contact for any additional inquiries.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. has experienced as a result of the above matter.
Repeatedly over the last two years, I have called to cancel my Internet satellite service. I was told to call back days before a termination date. I informed the support person that I work away and that's not always possible for me to call on a certain date. I requested to end internet service at end of term and not renew it. I called this evening and was informed service would not end until Sept.19,2020. If I cancel now a $400.00 charge will be billed for early termination. I can't seem to get it terminated any other way so I put in an order to end service. Frontier has gouge a long standing customer by not giving me an alert requesting if I wanted to continue Internet service. This practice is not fair! Looks like I have to pay regardless!
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that he has been trying to cancel his internet service with Frontier but was informed that the contract was automatically renewed, and that there would be an early termination fee for cancelling the internet service prior to the renewal date. Mr. advises that he was unable to cancel the automatic renewal prior to the contract end date and would like the early termination fee waived.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr.’ contract was automatically renewed on September 22, 2018. Frontier offers this automatic renewal service as a courtesy in order to allow our customers to continue to receive monthly credits and discounts. Frontier lists the contract dates and the automatic renewal policy on each monthly invoice.
Frontier advises that the early termination fee is a valid charge, but that charge was overridden by Frontier.
Frontier spoke with Mr. on August 7, 2019 and advised him of the above information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
I moved into a new place on April 15, 2019. On April 30, 2019, Service was ordered via phone. Your call center picked up and we spoke to an international salesman. We reviewed service and told him we came from *** and wanted to get new service. The salesman advised that there would be a credit check. I was approved and had to pay a 35.00 deposit. The equipment was mailed and I received it on May 4, 2019. Once I received the equipment, I saw that it was for a an apartment that needed a phone jack. I don't have a phone jack and called Frontier to advise that I could not accept services and needed to cancel. I spoke with Micheal at 2:24pm and he advised that since service was never rendered, I would receive my money back and the bill would go away, He also advised me that before he could issue my deposit refund, he would have to wait until the new billing cycle for June 2019. June 7, 2019 came and I spoke to Diane at 12:2-pm. I called because I had not heard anything and I received a new bill requesting payment of 47.10. I was confused and outraged. Diane advised that she would place notes in the system and advise a supervisor of the matter. A manager never called, I never received anything in the mail and I actually received another bill to pay 47.10. On June 28, 2019, I called Frontier and spoke with Moses at 11:36am. I spoke to him and he advised" I cant help and transferred.". I was abruptly transferred to Hannah at 11:37am the same day, only for her to tell me she couldn't help me either. She hung up. I called back the same day and spoke with Kelsia at 11:42am. Kelsia advised that since the service was never activated, I would receive a refund for 34.00 and the balance would be taken away because no services were rendered. Kelsia advised the system would not allow her to take the bill away nor issue the credit so a manager would have to get this done. I asked to speak to a manager and she advised that the managers are walking the floor and would have to call me back. She stated that she placed notes in the system and I would receive a call back within 24 to 48 hours, but no later than Monday of the next week which would have been July 1, 2019. To date, I have received no credit or phone call. Today , July 29, 2019, I received a collection notice. for 47.10 . I am outraged. I called Frontier and spoke with Thomas at 12:13pm. I explained the scenario to him and he advised that a manager would in providing a credit and I would receive a refund for 34.00 and the balance would be taken away due to no service. To date I have never spoken to a manager, received a call back nor had this acct deleted or received a credit for the deposit.
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. has yet to be refunded $47.10 for service that never worked with Frontier. Mr. is also requesting that his deposit of $34 be refunded. Frontier has reviewed the above statements and offers the following response:
Frontier advises that credit for $47.10 was issued on July 31, 2019. Frontier advises that a deposit refund was issued on May 18, 2019 and applied to credit card used to make the deposit. A Frontier representative reached out to Mr. on July 31, 2019, advised of the above information and provided a direct contact number if needed for future reference.
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 canceled my account on 9-17-18, this is the date I moved from *** to TN. No contract, I was with Frontier for 10 months. Frontier billed me $126.61 on 9-24-18, this is after the account was closed. I stopped auto pay after that and was told by Frontier they would refund my payment in three months. The following month they again attempted to bill me, this time for $152.68 on 10-25-18, this bill was not paid. Since then they sent my non payment to a collection agency. My FICO score has greatly suffered and now I have a derogatory mark on an excellent credit report. I have not been refunded my $126.61 to date. All written requests have gone unanswered.
Frontier reviewed the account and advises that Mr. service were disconnected as of September 17,2018. Frontier statement was mailed out prior to the service being disconnected and covers charges from September 1,2018 – September 30,2018.
Subscribers to Frontier’s TV and Internet services are billed one full month in advance. If you cancel your TV and/or Internet service subscription, termination of your service subscription(s) and any early termination fees will be effective on the last day of your Frontier billing cycle. No partial month credits or refunds will be provided for previously billed service subscriptions
Frontier advises as a courtesy we have prorated Mr. bill for the days service was active during the September 2018 bill cycle and have issued a credit in the amount of $59.09. Frontier has also prorated the Early Termination fee as the end of the contract date per each statement reflects an end date of October 2019. The total credit that was issued was in the amount of 178.95 which leaves a credit balance of 36.26. Frontier has a requested to have a credit delete letter sent out to the credit report agency.
Frontier has advised Mr. of the above however Mr. was not satisfied as he would like the last payment that was made of 126.61 to be refundedTell us why here...
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.
*** There was no contract associated with this cable service. When I signed up for Frontier Communications cable the deal at the time was I can cancel anytime, no early termination fee. I asked for a copy of my contract, they still have not produced one. Frontier Communications is trying to change their terms after my service was in affect.
*** They do bill in advance, this is correct. My final month of service was in September 2018. I was billed via Auto Pay on or about August 25 which covers the September service. I moved out of state on 9-17-18, canceled my account the same day. On 9-26-18 Frontier Communications used Auto Pay on my credit card to bill me for the following month, a month in advance, which would be October 2018. I had already canceled service. This is the $126.61 I am disputing. I paid for October but canceled the account 9-17-18.
*** Frontier Communications initially responded to my complaint by advising me that because I ordered a seasonal MLB package (baseball package for 2018) I thereby agreed to a two year extension of my subscription. I told them this is absurd, completely false. The following day they responded back stating that the extension was not correct but it affected discount offers. I don't understand that response, my bill stayed the same for the following months and the statement made was not explained.
Frontier Communications forwarded several policy rules reference early termination, etc. What they are failing to address is that I am not in that category as there was no contract agreement at the time I signed up for there service in October 2017. I requested a copy of my original agreement, still not received.
Frontier Communications is playing games trying to show they are offering a prorate for the partial month of September 2018 and a break on the early termination fee. My dispute is over the $126.61 charge after I closed my account, I was billed in advance for the following month, October 2018. There was no contract agreement therefore no early termination charge.
The issue with my credit report may be resolved, at least the inquiry portion. Frontier Communications did in fact close the dispute of the November 2018 bill I was sent for $152.68, two months after closing the account. My FICO score has dropped from 830 to 698 because of this error by Frontier Communications. Currently the inquiry has been removed. FICO score has not been corrected by the credit bureaus.
There is also a $9.99 charge that I paid after speaking with Frontier's billing department in reference to the November $152.68 bill. They told me this charge customers must pay when they close an account. I did pay the amount, however it now appears this was also a bogus charge. There was never a mention of paying a fee to close the account. I asked for a refund of this amount in addition to the $126.61 bill.
The response from Frontier Communications is not accepted for the reasons stated above. Most importantly, cable companies, Frontier included bill in advance. I was charged after closing the account. The early termination fee does not apply as they are trying to tack on, my agreement was no early termination fee. They are trying to change my deal with them when I signed up.
I can forward all emails with Frontier Communications, advise if necessary.
Regards
Mr. states that his credit card was billed 126.61 on September 24,2018 however his services were disconnected and he is disputing the charge that was drafted.
Mr. states he then received a new bill for charges of 142.69 which have been sent to a collection and has affected his credit report.
Frontier has investigated the above statements and offers the following response:
Frontier reviewed the account and advises that Mr. service were disconnected as of September 17,2018. Frontier statement was mailed out prior to the service being disconnected and covers charges from September 1,2018 – September 30,2018.
Subscribers to Frontier’s TV and Internet services are billed one full month in advance. If you cancel your TV and/or Internet service subscription, termination of your service subscription(s) and any early termination fees will be effective on the last day of your Frontier billing cycle. No partial month credits or refunds will be provided for previously billed service subscriptions
Frontier advises as a courtesy we have prorated Mr. bill for the days service was active during the September 2018 bill cycle and have issued a credit in the amount of $59.09. Frontier has also prorated the Early Termination fee as the end of the contract date per each statement reflects an end date of October 2019. The total credit that was issued was in the amount of 178.95 which leaves a credit balance of 36.26. Frontier has a requested to have a credit delete letter sent out to the credit report agency.
Frontier has advised Mr. of the above however Mr. was not satisfied as he would like the last payment that was made of 126.61 to be refunded.
I cancelled my service on April 17, 2019 and to date I am stil receiving bills for service and non returned equipment which was returned I have called 7 times to get this resolved I have had spent hours on the phone I get empty promises of cancellation and credits and it is never resolved I am getting collection notices. This is the worst communication company I have ever dealt with
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that Frontier billed her for equipment she has already returned. Frontier has investigated the above statements and offers the following response:
Frontier advises Ms. is not currently a Frontier customer.
Frontier has confirmed that Ms. has returned the equipment to Frontier.
Frontier advises that a full adjustment was issued on the account to cover equipment charges and it will post to the account in 1 to 2 billing cycles.
Frontier advised we have been unsuccessful in our attempts to reach Ms.. Frontier has provided direct contact information should she require further assistance.
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.
Product (internet), Delivery, Service, Repair and Advertising issues. Internet Service stability and speed is a HUGE problem in our area. I am told my internet speed "Provision" is 2624, but only get 50% of the speed (if I am lucky) due to area we live in. In Aug 2018, Support did bump my "Link Speed" so that 50% would be the 2640. In May or June 2019 my "Link Speed": was decreased to 2640 which only gives me 50% of that speed (if I am lucky). Support Tech issued a ticket for a "ground tech) to come to the house on Tuesday (7/22/19) ground support tech called on Tuesday to say, everything looked fine (from wherever he was calling from) and there was nothing they could do due to there not being enough "ports". He knew my "Link Speed" had been bumped up last August after my "many complaints", there was an audit done and my internet speed "provision" was decreased. I know I will never get 3M unless they (Frontier) upgrades those "ports" but I need to get at lease 2624 they advertised. I work from home (remote employee) and I cannot complete my assignments with this internet speed. Ground support tech told me they (Frontier) should have never come up here to "its too far": He might be right, but they (Frontier) did come up here, advertised a service (internet) and have an obligation to its paying customers to deliver such service (internet).
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 she is provisioned for 2624 internet speed, but only receives 50% of that speed.
Ms. states that her internet speed was decreased to 2640 giving her only 50% of the speed she should receive. Ms. would like to receive better service speeds. Frontier has investigated the above statements and offers the following response:
Ms. is provisioned for the fastest up to speed available at 2.624M/640k.
Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other variables.
Frontier has been in contact with Ms. regarding her inquiry.
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.
Regards,
***
This is hardly 2.624m/640k we are using frontier equipment. Did not have enough speed do download the entire report so I took a pic with my phone. I am not getting my provisión frontier has stated. If my provision is 2.624m/640k that is an asking for. Again, we are using frontier provided equipment and as for the wiring, frontier provided the entire wiring and installation.
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:
She is not getting the provisioned 2.624 speed for her internet service.
Frontier has investigated the above statements and offers the following response:
Frontier advises that speeds are not guaranteed.
Frontier advises that speeds may be less than the maximum provisioned speed as other facts can contribute download and upload speeds: Composition of the information or files being accessed, usage, and traffic on the internet, the server and networks used.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that
I called Frontier at the end of April and cancelled my internet service. I was gettiing a divorce and I was trying to cancel the service at *** and my ex husband was going to put the internet servvice in his name. the customer service rep has myself and my ex on a 3 way call, and assured us both that they cancelled my account and opened the one in his name. it is now July 29 2019 and I am still trying ot get this account out of my name. my ex has the account opened in his name and his paying his bills, but Frontier keeps billing me at my new address for the service address at *** Every time I call the assure me that my account has been cancelled.I just spent over 2 hours on the phone with them. I was told that I was being transferred to a manager. I called frontier from a different phone and it told me that the office was closed. so I hung up. Frontier is billing two different people for the same service address. this has to be illegal. I would like to have this matter resolved by Frontier immediatley. they need to email me a confirmation letter that says all charges are removed and that my accoutn has been cancelled.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that she contacted Frontier in April 2019 to cancel her internet account and have the service at that address put into her former husband’s name. Ms. advises that all outstanding charges on her account need to be cleared. Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. should not have incurred any charges after the end of the April 2019 billing cycle, since her account should have been closed at that time.
Frontier advises that Ms.’s account has been credited in full, and she now has a zero balance.
Frontier spoke with Ms. on August 6, 2019 and advised her of the above information.
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.
Regards
I had been a reliable on time paying customer with Frontier for many years. My service included only internet access, about 50-60 dollars per month. About Nov 1, 2018, I ordered some TV services to be added to the account. They never installed it on the day they had made an appointment to do so, Nov 5. Never even called. Their service was so bad that I called them on Nov 6 and cancelled the order. Nevertheless, they began to billing me for about $185 per month. I began calling them on Jan 5 2019 to get this fixed. I called them on numerous occasions over months to get them to fix this. No luck, they were so confused. Finally I called on Feb 15 2019, I called and got them to disconnect my entire service - I unpugged Frontier modem and moved to Comcast. Yet the bills kept coming, with TV included. Threats to disconnect my non-existent service too. After some calls they gave me a little credit for the mischarged TV services, but said they could credit me for some 300 dollars because it was beyond the 3 month limit for credits! But that's just because they were constantly not responding to my calls to redress the issue. I probably have spent 20 hours on the phone going back and forth, covering the same ground over and over again. I contend I owe them $58.99. They sent me a threatening letter today about collections, with a bill for $507.92, which is over $75 more than the last bill I got a month or so ago from them.
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. was billed for Frontier television services that were never installed. Mr. requested a disconnection of service on February 15, 2019. Mr. would like to be credited for erroneous charges. Frontier has investigated the above statements and offers the following response:
Mr. placed an order to add television to his bundle, however, due to a system error, the order completed for billing without going to Frontier’s dispatch office.
Mr. was billed for the television service in error.
Mr. called to disconnect Frontier Service on February 15, 2019.
Mr. should have only been billed $58.99 for internet only from November 2018 through February 2019.
Frontier has issued credit to Mr.’s account.
A Frontier representative has reached out to Mr. and has provided a direct line of contact to resolve.
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.
Tell us why here...
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
My husband and I just closed on our first home. We scheduled service 2 weeks prior to move to set up transfer of services. We also called the week of move to add service and confirm existing service.
7/25 text received confirming tech at residence but come to find out on 7/26 after 2 hrs of being transferred back and forth tech went to wrong residence and never reached out to confirm the house address . However , in there text a note advised that if any assistance needed they would reach out... this never happened. After my 2 hr call they advised that we would be placed on next day priority for scheduled setup between 8/9am. I called out of work and my spouse did too... noon time we called to check on status and we were advised that no work order ever set up for today—- no empathy was provided for frontiers regarding their error and inconvenience to our work and school priorities. Now we have been told to wait another day for service to be setup.
We pay frontier monthly $200 on time and frontier cannot give us the courtesy of showing up when they say they do. They have not valued our relationship throughout the entire process. They declined to even see if we can be placed on a tech route in the event of cancellation. We have been treated as if we were in the wrong for their error .... when in face we were proactive . They tainted our whole moving experience... instead of being happy regarding the closing of our new home they have only added stress and caused us to miss out of money bc as a work from home employee I cannot attend to my obligations.
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises she is having issues with her move of service with Frontier. Ms. is disputing her bill for services from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that due to a system issues Ms.’s move of service was delayed. Frontier has confirmed that Ms.’s service was moved to her new address as of August 5, 2019.
Frontier adjusted Ms.’s account for the time out of service.
Frontier spoke with Ms. on August 26, 2019 and advised her of the above information. Frontier has provided direct contact information should she require further assistance.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I wish I did not have to resort to Revdex.com to get this resolved but glad that new set of frontier employees where empathetic and helpful.
Regards
On July 15th, our account was switched from my account to my wife's. We were told by the representative as well as the installer that this would close the previous account and start the service under the new one. Frontier decided to screw us and double bill us by billing for the previous account's service while also billing for the new account's service. Had they added the service levels together, I might understand their positions. They did not. Instead, they updated the account to the new service levels, billed for those levels under the new account, and double-dipped under the old.
I attempted to call today to resolve the problem. I was told this needed to go to collections and that the rep I spoke with could not help me. I would have to call on Monday. Annoyingly, the rep asked "did I resolve all your issues today?" to which I answered with a laugh and a "are you actually joking with me?"
The Complaint states that:
Mr. advises that he is disputing his balance following cancellation with Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that Mr. was billed for an Early Termination fee that was invalid. We have credited this Early Termination fee.
Frontier advises that as a courtesy we have credited an additional $9.99 to Mr.’s account for the Broadband Processing fee.
Frontier advises that we spoke to Mr. on August 6, 2019 to advise of the above.
Our business Emily has not worked in three weeks we have called and called and was given a ticket number we are losing business we have used this same email for years and now customers can't leave a message.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Mr. upset internet has not worked in over three weeks
Frontier has investigated the above statements and offers the following response:
Frontier viewed the account however, the *** provided does not come up in our records of having an account with Frontier.
Frontier reached out by calling can be reached *** no response also Frontier sent emails to ***@***.com and no response was received.
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 called to cancel service and had just paid my current bill and I found out later they claimed to have not received some of my equipment which I kept records of sending and continued keeping my service active and keep giving me the run around every time I tried calling them still offering me promotions on the phone even though I do not have an account. I now have a collection agency called *** (*** LP) sending me letters saying I owe $377.51 and I don’t owe them anything. I have good credit and pay all my bills but I am not beings bullied to pay for something I didn’t do.
The Complaint states that:
Mr. advises that he is disputing his final bill amount with Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused. Frontier advises that Mr. bill cycle began on March 28, 2019 and his cancellation request was made on March 28, 2019. The March 28, 2019 – April 28, 2019 statement was already generated and mailed to the customer. This balance has been credited, leaving the customer with only the charges that were billed up to his March 28,2019 bill cycle.
Frontier advises that we spoke to Mr.’s on August 6, 2019 to advise of the above.
Service was cancelled on May 17, 2019 per order #***. I had been without Internet service for 6 straight days when service was cancelled. May contract was paid up through the date of cancellation- May 17th. No further payments were due and confirmed by Frontier. Since then I have received 2 PAST DUE invoices; the last one indicating payment for June and July, I believe. I did not have service at that time. It is impossible to reach the billing company as everything is automated and I no longer have the account # or phone #. I have returned 2 statements to them indicating problem. I need them to stop the billing and threatening defaults
Frontier Communications has received notification of a
complaint from the above individual. According to the complaint:*** advises he disputes a billed amount totaling $80.79 due to service was not working and he discontinued service.Frontier has investigated the above statements and offers
the following response:April 22, 2019 bill statement generated with a balance of $80.14 which was paid on May 15, 2019.Records indicate, Mr. disconnected his service May 21, 2019.May 22, 2019 closing bill generated with .65 cents as the closing balance.Frontier received AMEX charge back of $80.14 on May 31, 2019, this was for previous payment dated May 15, 2019. On June 22, 2019 final bill, the previous balance of .65 was outstanding. The payment reversal posted applying a debit to the account for $80.14 for a total due of $80.79. This balance is valid. July 22, 2019 a second final bill generated which reflected an overdue balance of $80.79.On August 4, 2019 this balance remains outstanding and was referred to outside collections. We trust this information will assist you in closing this
complaint and apologize for any inconvenience the customer experienced as a
result of the above concerns. 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. I am sending a check immediately to pay for the services. It would however, if Frontier Customer service would have supplied me the information from the beginning but you could never talk with anyone directly
Regards
Company is useless! Service is out more than it is on, I have an autistic son who depends on the internet for a majority of his needs! He will sit and turn the computer off and back on repeatedly because he doesn’t understand why it isn’t working! Why do we pay so much money for a service that you can’t use half the time. And they refuse to credit my account for time I didn’t get service, sure wish I had another option for internet services
We had internet service installation scheduled for 7/27/19 in a newly purchased home. We received text confirmation of the install date and called on the date to Frontier to confirm installer was coming that day. After sitting through the install window I called again and the said the install was cancelled by a dispatcher without a reason why and would not help in any way to schedule the install in a convenient time. I work from home and internet is a requirement of my job and due to their incompetence I have to stay in a hotel 3 extra nights until they can come and install during my work day for which I will have to take time off as well.
The Complaint states that:
Ms. advises that the original appointment date and time for her installation of Frontier internet was missed.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that Frontier successfully installed Ms.’ service on July 30, 2019.
Frontier advises that as a courtesy we have issued Ms. a $25 credit for missing our original commitment.
Frontier advises that we spoke to Ms. on August 2, 2019 to advise of the above.
At ***, in Mill Creek, WA, 98012-(July13-14), a salesperson (Robert V - ) advertised "Internet + Cable TV to me. A printed flyer was given. the quoted price of "$74.99/month for 50 Mbps speed + Prime TV"
Unlike competitors (***/*** website), he did not specify the exact additional fees and charges. So I asked him whether all the fees and charges were included. He replied "yes". At the installation, no price list was shown to me, no work order, no invoice, hence I called Robert to reconfirm the price of $74.99/month is all-inclusive of fees and other charges. He again said yes, but that a one time $10 for installation will be charged.
On July 26th, Robert called me to provide me with my account # and PIN#, so that I could create an online account and view my bills. I did and immediately noticed an itemized bill of $132.30. I was alarmed! So I called Robert again to explain the significant difference. He dismissed it as a billing error and told me to wait until I receive my paper bill. Well, the same evening, I received the paper, bill and the $132.30 was confirmed.
On July 27 am, I called the billing dept of Frontier Communication. The rep went through a host of fees, other charges, taxes, etc. that pumped the bill to $132.00.
The issue is why did Frontier fail to train their salesperson to fully disclose all charges as required by law?
Frontier Communications
Thank you for referring the complaint of *** S. *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
Mr. is disputing his bill for services from Frontier. Mr. requests Frontier to honor the $74.99 monthly rate he was quote. 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 $74.99 plus tax, surcharges and other fees.
A Frontier representative issued a onetime customer experience credit in the amount of $25.00 and a onetime credit in the amount of $9.99 for the Equipment Delivery and handling fee to Mr.’s account on August 14, 2019.
Frontier records indicate that Mr. disconnected his service with Frontier communications.
A Frontier representative spoke with Mr.’s on August 14, 2019 to advise and provided the direct contact number for a Frontier representative.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Frontier Specialist: Linda Department: Consumer Relations
Frontier advertises internet packages at a price and adds a rental fee for a router to the service for ten dollars. I received a sixty dollar router and was told even if I return it that the $10 fee would still be charged. When I told them I would just throw out the router I was told that I could be billed $100 for lost equipment. I spoke with their technical support and was told the existing router was fine and didn't need to be replaced and I should return the router. The customer service agent told me the $10 rental fee for a $60 router was really just a fee for the service. If that's the case they falsely advertise their prices.
I am not in need of a $60 router for $10 per month.
Frontier has investigated the above statements and offers the following response:
Our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment. Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipment. Frontier spoke with Mr. on August 2, 2019 and advised of the above. 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:No resolution was reached with Frontier. No options were offered to rectify my complaint. I have had Frontier internet service for over twenty years with only one two router changes and there was never a rental. Badge for their router. This is just so they offer a cheaper price in their advertisements when their actual price is ten dollars a month more. I am not interested in renting a new router. My old Frontier router is just fine.
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.
Regards
Frontier has investigated the above statements and offers the following response:
Our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment. Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipment. Frontier spoke with Mr. on August 2, 2019 and advised of the above. Frontier’s position on this matter has not changed.
Out of internet service from june 30th until july 23, missed work 3 seperate days to be home for fix didn’t show first day explained need for quick fix due to both myself and spouse work from home certain days...I should not be billed for service at all this month was told max discount 35.00 for those days ....when phone internet bill is 74.94 per month not to mention the countless hours spent wasted on the phone to get credit and internet fixed. The issue was a modem issue that when the tech arrived was an easy fix. Was fixed but I have lost money and time ...credit offered not acceptable!
Frontier has investigated the above statements and offers the following response:
Frontier advises appropriate credit has been issued for Ms.’s account for reported time out of service for the internet.
Frontier issues credit for reported time out of service from the date the trouble is reported to the date it is repaired. Frontier does not compensate for loss of wages.
Frontier apologizes to Ms. for her customer service experience. Frontier is working on opportunities to alleviate customer frustration related to customer
support and technical service.
Frontier spoke with Ms. on August 7, 2019 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
I called to have Frontier internet service installed in my house on July 5th. I was told that they would be here to install it on 7/24/2019 between 8am and 12 pm. They never called and never showed. I got a message at 5:45 PM that day saying they would be installing it that same day between 5:30 PM and 8 PM. Again they never called and never showed. I called them and was given a new date of 7/26/2019 between 1PM and and 5PM again they never showed and never called. I called after I got another message saying they would be here today from 1pm to 5pm. I was told that they had made a mistake in my account and that is why they have not shown up and would not being showing up until the 16 of August. This is 6 weeks from the time I placed the order.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that he called Frontier on July 5, 2019 and his new service was to be installed on July 24, 2019 and they never called or showed up. Mr. advises that he did get a message at 5:45 pm that day saying that Frontier would be installing it that same day between 5:30 pm and 8:00 pm and again Frontier never called or showed up. Mr. advises that he called Frontier after getting a message and was given a new date for July 26, 2019 between 1 pm and 5 pm and he never was called or no one showed up. Mr. advises that he received another message that Frontier would be there today between 1 pm and 5 pm so he called Frontier and was told that there was a mistake in his account and that is why no one had showed up and would not until August 16, 2019. Mr. advises that he wants his service installed by end of day on July 29, 2019. Frontier has investigated the above statements and offers the following response:
Frontier investigated and advises that the order was dated for July 24, 2019 and the technician ran out of time. His order was then rescheduled for July 27, 2019. A text went out on July 27, July 30, and July 31, 2019.
Frontier advises that the installation order was cancelled on July 31, 2019.
Frontier apologizes for the missed appointments and that the service was never installed for Mr..
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
On June 5, 2019 I switched my phone, internet and TV services from Frontier Communications to *** Communications (the bill from *** is attached as proof). On July 27, 2019 I received a bill from Frontier asking me to pay not only for the period of May 26 through June 25, but also the period from June 26 through July 25, 2019. When I switched the service to *** on June 5, I asked *** to transfer my phone number from Frontier to ***. *** made the request to Frontier immediately. Yet, Frontier never transferred the phone number, despite being contacted by *** and me numerous times between June 5 and June 26. I called Frontier eight times on 6/5/2019, 6/12/2019 three times in the day, 6/13, 6/14, 6/18, 6/25, asking them to complete the phone number transfer. I was told each time it will be completed within a week. Frontier finally transferred the phone number to *** on June 26, 2019. Why June 26? Because it is the first day of a new billing cycle. It is apparent that Frontier delayed the transfer of the phone number to June 26, the start of the new billing cycle so they can charge me for the period of June 26 through July 25, despite the fact I have already been asked to pay for the period from June 5 through June 25 when I had already switched to ***. This is not a fair business practice. Such naked greed has no place in our society. I am making this complaint so Frontier can change the way they do the business.
Frontier has investigated the above statements and offers the following response:
Frontier advises ***’s services ported out on June 26, 2019.
Frontier advises prior to port out *** was billed (and thus incurred charges) through the end of that billing cycle.
Frontier advises one-time discretionary credits were applied to ***’s account for accessed charges after the port out completed.
Frontier advises the current balance owing for ***’s account is $249.22.
Frontier spoke with Mr. on August 12, 2019 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is acceptable to me. But this matter should never have come to this stage. Trying to delay the port out to 1 nanosecond into a new billing cycle so they can charge for the entire new billing cycle is an abuse of their own no-prorate policy. It is cheating and a scam period. Has nothing to do with "discretionary credits". Frontier should clean up their acts. The no-prorate policy is already a bad policy. Abusing it makes it much worse.
Regards