Frontier Communications Reviews (4127)
View Photos
Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
Phone: |
Show more...
|
Web: |
|
Add contact information for Frontier Communications
Add new contacts
ADVERTISEMENT
I have contacted Frontier Communications about this issue many times over the past two years. My issue that in all that time they have been unable to provide me with the same service that the rest of their customers have which is simply pay my bill online. Apparently they have a glitch in their software that will not allow me to pay my bill online. I have to write out a check every month and waste my time mailing it for no good reason. The bigger issue now is that I have had it with that and called on July 8, 2019 to cancel my phone service which by the was is the ONLY service I have with them. They expect that I should keep my service in use until July 24, 2019 and pay for 2+ weeks service I don't want. They, including a supervisor, have no interest in finding any other resolution.
Frontier CommunicationsThank you for referring the complaint of
Linda *** to our office for review. We
appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms. stated she called to cancel her phone service and was told
her service would be active through July 24, 2019Frontier has investigated the above
statements and offers the following response:Frontier records show that a disconnect service order, ***, was written on July 8, 2019 with a due date of July 24, 2019.Ms. has been advised that Frontier does not prorate the final billing.On July 11, 2019 we called Ms., acknowledged this case and reviewed the above information.Ms. is not satisfied with Frontier’s policy.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced because of the
above matter.Frontier Specialist: Sandi B. Department:
Executive Relations
Frontier Communications was providing internet service to my home. The service was constantly down and they had sent service repair out a couple of times and also tried trouble shooting via telephone several times. We always had down time in our services. I then discontinued my service with Frontier and went with Hughes Net service. I had bundled with dish network and Frontier for internet and television satellite services. I called Dish when I discontinued the service with Frontier and took the Dish Account over with direct payments from my account. They then sent me a bill for dish services that I had already split off and had automatic payments for with Dish directly. I called them to discuss this bill and they conference called Dish and I thought it had been resolved as this technician did state that the bill was paid with Dish and I did not owe the amount with them. I then got a letter that Frontier sent me to collections for this amount of the bill that I had called about and this was in June for a April Bill. They never reached out to me again about the bill or sent anything else via mail to try to get this resolved. I then paid the amount of the bill because I do not want my credit affected by this. This is corrupt and unethical as I had already pad the amount once and they also charged the amount for a disconnection for services that were not working and they could not fix the problem.
Thank you for referring the complaint of *** to our office
for review. We appreciate her bringing
this matter to our attention.In the complaint Ms. expressed concern regarding Frontier
providing internet service to her home. She constantly loss connection, repair made attempts to resolve the
problem via trouble shooting over the phone, as well as dispatching out
technicians but she continued to have down time. She disconnected her Frontier service and
then called DISH to have her TV direct billed. She had a conference call with DISH and Frontier and was advised she did
not owe DISH and thought the matter was resolved. She received a letter stating Frontier has
sent her account to collections.Our records indicate the account for Ms. was disconnected April
24, 2019. The customer’s April bill
generated the following day. The billing
statement reflected the previous balance of $138.57, a payment of $138.57
posted on April 17, 2019, the new charges for April totaled $109.58. This total bill were charges from DISH. DISH submits the charges they billed the
customer for integration on the Frontier billing statement. When the customer spoke with DISH, the account reflected paid, as
Frontier pays the provider is advance and passes the charges on to the end user
(customer). For this reason, the
customer received this statement of DISH charges. The balance of $109.58 is due to Frontier.The May 2019, statement indicates the previous balance, there were no
additional charges billed by either carrier by Frontier or DISH. The May 2019 statement does not reflect any
new charges but includes the previous balance of $109.58. The customer submitted payment of $109.58
July 10, 2019. The account balance
reflects zero, as there is no credit warranted. We sincerely apologize for any confusion this matter has caused. Should Ms. wish to discuss this
matter further, I can be reached at 1-844-320-4445 EXT 111-3142.Sincerely,Felicia TExecutive Customer RelationsFRONTIER
COMMUNICATIONS
My original order was cancelled and refunded. They then sent me a bill for $130. I called to fix this issue. I was told it was taken care of. I received another bill the following month. I called again. This time I was told I would have to pay the money. I explained the account was canceled and refunded. They said I still owed the money. A few weeks later a technician showed up to fix something that I didn't have. I explained the situation to him. Now I have a collection agency hurting my credit.
The Complaint states that:
Mr. is disputing his final Frontier bill amount.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that our records indicate that that Mr.’s service was successfully installed on March 14, 2018.
Frontier advises that despite our best efforts, we were unable to reach Mr. to discuss his complaint. Direct contact information has been provided.
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,
***
P.S. Though successfully installed, an hour later the service disconnected. I called to complain and was told it couldn't be fixed until the following month. I was told I would still have to pay for the month despite not being able to use it. I asked if I could just cancel the service. My account was refunded and closed. Then I started recieving bills. When I spoke to them on the phone, they said I'd still have to pay it. That's the whole issue.
The Complaint states that:
Mr. is disputing his final Frontier bill amount.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that our records indicate that that Mr.’s service was successfully installed on March 14, 2018.
Frontier advises that due to repair documentation following the installation, we have credited the balance on Mr.’s account.
Frontier advises that despite our best efforts, we were unable to reach Mr. to discuss his complaint.
I terminated my Frontier DSL service on 6/13/2019, because Frontier raised the monthly fee, and would not provide an explanation as to why the rates were increased. At the time of the requested disconnect I was provided a final billing for the month of June ($33.37). I paid the amount in full on 6/18/2019.
On 7/6/2019 I received a paper bill by U.S Mail, for the period of 7/1/2019 - 7/30/2019 in the amount of $9.99. I contacted Frontier and was told that the bill was an "early termination fee." The paper bill states the charge is a "Residential Broadband Processing Fee."
Based on my conversations with two customer service representatives, and two Frontier managers, I am being billed because I disconnected Frontier's broadband service, even though my account was paid in full.
Why should I be charged to disconnect a service?
The Complaint states that:
Mr. advises that he is disputing his final balance 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 after review of Mr.’s account, we have issued a courtesy credit of $9.99 on his account.
Frontier advises that we spoke to Mr. on July 11, 2019 to advise of the above.
I have been having issues with this company since day one. The customer service department is rude, hang up in your face or pass you on to a blind que. I talked to *** at corp on 6/14/19 told her all of the different issues, my on demand only show current shows on at the moment, it tells me I have to rent or buy ON Demand, the DVR says I need to upgrade when I press it, it did previously call, they rebooted, it started recording, but scrambled everything and since, telling me to upgrade as if I do not have a DVR, I do not get all of my channels, when I am trying to watch live tv, it freezes and scrambled.. *** got them to make me an appt., the earliest was 6/29/19, mind you it's 6/14/19 when I'm speaking to her finally at corporate after several calls to the customer service dept. I wait for my appt, I called to confirm my appt on 6/28/19, was told by Michael in corp, that I do not have an appt because my problem was a common problem, meaning if 5 or more people were having the same issue, they will not come out, they fix all at one. I tell this rude man, my problem still is not fixed and I have been waiting for an appt, he repeats the same thing and tells me the best he can do is shoot the It dept an email and for me to just wait for someone to call me back.I was heated, like he had no concern. I ask to speak back to *** the person that got me an appt, he said he will send her an email to call me back. Got on the phone on 6/28/19 that night, talked to a Tierney(rep) put me on hold said she need to contact IT, she had me on hold 47min and never ever came back. On my cell, while still on hold and got Min( tech support) I may have her American name wrong, but she got in touch with advance tech, we wer on the phone for over 2hrs troubleshooting all my issues, she got me approved for another cable box to be mailed to me. I called on 7/1/19 to speak to *** to adjust my bill as she told me to call her back after the 6/29/19 (which I never got,) Lisa in corporate ask me she can take my number and have *** me back I asked if she could h she says no, it has to be *** and that *** would be calling me back within 48hrs. On Tues 7/2/19, I received the new cable box, hooked it up per instructions and ALL THE PROBLEMS that we just troubleshooted Friday 6/28/19 night, came right back up. All of the exact SAME ISSUES.I called corporate back on 7/3/19, talk to rude Michael again, I remembered his smart mouth, I asked for Angela, he just hold the phone and do all this typing, and typing, just holding the phone, saying nothing to me as a customer. I ask him will I be able to speak with her, he said No' as he see I called on Monday and it has not been 48hrs yet, he would send another email to Angela. I called on 7/7/19 hoping to speak t a tech, the automated system STILL as of 7/7/19 - SAYS "they see I HAVE AN OPEN APPOINTMENT REPAIR TICKET, IS THIS WHAT I AM CALLING ABOUT? I press #1 for yes, told the hold time was approximately 35min. I typed an entire complaint to consumer affairs, I started typing at 1:07pm, it was almost 2:00pm and I am still on hold and no one ever answered the phone.
Thank you for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our attention.
Our records indicate the customer has three completed trouble tickets on her account. There were two that were cancelled. On June 17, 2019 the trouble report indicates physical issues (wires, splitter), Video on Demand (VOD) is not working. Ms.’s account was added to a Common Cause (CC) ticket, as there were multiple residents experiencing the same issues.
The CC ticket competed on June 29, 2019. Frontier attempted to reach Ms. multiple times: however, we were unsuccessful. On July 30, 2019, Ms. was contacted successfully and confirmed her service was restored. She was able to provide details of her experience and we sincerely apologize for the difficulties she endured.
Ms.’s account was previously credited $97.42 on the July statement and $99.70 will post on the August statement.
We again apologize for the difficulty Ms. experienced. Should she need any further assistance, she was provided my direct contact information.
Thank you,
Felicia T
Executive Customer Relations
FRONTIER COMMUNICATIONS
This is the second problem with Frontier Communications using auto pay. Called several times to fix the account. On hold 3+hrs, etc...
When the account was first set up, it was supposed to have been on autopay. Everytime I called the company they said it was on autopay. I wasn't. The email on file was incorrect. The phone number on file was incorrect and I did not get any bills. I had my bills emailed to me, and tried to log on to verify auto pay. The customer service person was rude and said he had a lot of experience and could fix my account. He said he changed the number on file, but I still was not able to authenticate my account online was an incorrect phone number. I tried to explain it to another customer service representative and he said yes it was and hung up on me.
I also wrote to the office of the president with no response.
Thank you
for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our
attention.In the complaint Ms. expressed concern
regarding the transition of her account from *** to Frontier. The customer stated the internet never worked
and *** pictures were the worst. The
customer stated she was told she was on auto pay but was not. The customer is disputing the $60.00 of
interest, after paying the account in full.Our records indicate the account was transitioned to Frontier from
*** on April 1, 2016. Frontier advises that all affected customers
were sent a notification in January explaining that their provider would change
from *** to Frontier in late March. Additionally, Frontier’s customer communication strategy included direct
mail, email, targeted mobile, digital, social media and FiOS video advertising
as well as radio spots and billboards in all markets to advise customers that
Frontier would be taking over for *** as the new service provider and to
publicize the website meetfrontier.com, which provided extensive information
about the transition including FAQs and other important information. Customers were able to select a carrier of
their choosing prior to April 1, 2016. If the change was not processed prior to April 1, 2016, the account was
purchased by Frontier and transitioned with all purchased accounts.Our records show the customer was
previously enrolled in auto pay; however, there were two failed payment
attempts: 67320439
01/17/2018 Failed $30.44 70737749
03/20/2018 Failed $30.44When the payment failed in March, the account was de-enrolled from
the auto pay method. The last payment
completed via auto pay was the payment posted to the February 25, 2018 billing
statement. No additional payments were
received until the $217.50 posted on February 2, 2019. This payment reduced your total balance to
$66.03. The account was charged a $9.00 Late Payment Fee each month from
March 2018 – September 2018 and the total of late fees totaled $63.00. As of July 12, 2019, the credit of $66.03 was
applied to your account and your balance is now zero. Please allow 1-2 bill cycles for the credit
to post to the billing statement. This account was deactivated September 25, 2018 and at this point,
we are unable to perform any form of trouble shooting to determine what the
issue was with internet or the *** picture. At the time the previous response was issued, the credit of $66.03 was
issued; however, it was issued to 503/640-9810 in error. The request has been submitted to transfer
the credit of $66.03 to the correct account, 503/681-8214.1.We sincerely apologize for the inconvenience this matter has
caused. Should you wish to discuss this
matter further, I can be reached at EXT ***, or you may
respond directly to this email.Thank you,Felicia
T***Executive
Customer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am still working on this issue with the company.
Regards
I have made payments to my account that have withdrawn from my account but they shut my service off even after making a payment. I constantly have to call in due to services not working or due to billing errors that takes months to resolve. When I have a tech issue it takes a month for the tech to come out, which I still have to pay that month of service with no service. I contact customer support and they hung up on me right before they close so I cant talk to a supervisor about the issue. When I have set up appointments for a tech to come out I have to call off work but the tech doesnt show up half the time which makes me have to wait another 2-4 weeks.
The Complaint states that:
Mr. advises that he has ongoing internet speed and connectivity issues.
Frontier has investigated the above statement
The Complaint states that:
Mr. advises that he has ongoing internet speed and connectivity issues.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that a Frontier technician repaired Mr.’s service on July 13, 2019.
Frontier advises that we have issued credit for the reported time out of service period of July 8, 2019 – July 13, 2019.
Frontier advises that we spoke to Mr. on July 15, 2019 to advise of the above.
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that a Frontier technician repaired Mr.’s service on July 13, 2019.
Frontier advises that we have issued credit for the reported time out of service period of July 8, 2019 – July 13, 2019.
Frontier advises that we spoke to Mr. on July 15, 2019 to advise of the above.
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.
As I had stated to their representative I have been having the issue for several months. I have tried numerous times to get ahold of someone in the company and never get through or they say they are closed. If they review my account they can see it's an issue that has been there the entire time I've had an account. From the beginning of June to present it has began to be unbearable. Even as I write this letter the issue permits, nothing was fixed. The fact that they are only crediting a few days to the account is basically an insult to a customer that has been dealing with their issues for the past 2 years.
Regards
Frontier
Communications has received notification of a complaint from the above
individual. The
Complaint states that: Mr. advises, he does not agree with the previous response and credit for internet service concerns. Frontier
has investigated the above statements and offers the following response: Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment etc. On August 8, 2019 a Frontier representative reached out to Mr. and provided a direct contact if additional assistance is needed. In addition, Frontier applied credit of $52.01 for the internet service concerns. 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
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
We have been without land line phone service from Frontier Communications since the 19th of JUNE. We have no cell service, live 8 miles from town. My husband called repair on the 20th of June. I did a very lengthy chat on the internet a couple of days later only after 45 minutes I was told that the person I was speaking to couldn't help me. My daughter in law called and spoke to repair and explained how it was a medical situation because we have no communication and no way to call an ambulance.
Here it is the 7th of JULY and still no phone service.As I explained our phone service is very necessary for us. My husband is a combat Marine veteran with PTSD and a heart condition. Because of the extended delay in service my husband became very upset and I had to take him to the Emergency Room at the VA Hospital in Albany N.Y. over 55 miles away where he was admitted with AFib. I have been unable to call him at the hospital.
This has been a nightmare for us. What do we have to do to get our phone service repaired? Unfortunately we have no other carrier in our area who will service us.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the service was restored on 07/08/19
Frontier advises the service outage was caused by a worn aerial conductor
Frontier advises that the delay to repair was caused by an unforeseen manpower issue
Frontier advises that the account was credited for the outage
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
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 canceled my service with frontier on 6/15/19 due to moving and the could not transfer my servers bu the still billed me for a month from 6/13/19 till 7/12/19 telling me we don't prorate serves but the made sure the it was canceled on that day so they want to bill me for serves that they did not even give me what is bs
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. advises that he was billed for a full month of service even though he wanted to end his service earlier.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr. has prepaid for services and is eligible to receive services through the end of bis bill cycles.
In July 2017 Frontier ended pro-rated credits. All customers were notified via bill inserts, bill messages and direct mailers. This information is also located at Frontier.com/termsandconditions.
Records show service order *** completed July 01, 2019 disconnecting service.
Records show Mr. bill cycle is the 13th of each month.
Mr. was billed on June 13, 2019 for services through July 12, 2019 totaling $65.33
As a one-time courtesy, on July 12, 2019 a credit was applied to the account in the amount of $65.33
We are confident that our response has been sufficient to address these issues. If Mr. 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 just got services installed with frontier on Wednesday and the internet has NEVER worked the installer left without even caring if we had internet not he took 4 hours to install it they didn’t come at the assigned time. I’m just really over it and I haven’t even started it.
Thank you for referring the complaint of *** to our
office for review. We appreciate her
bringing this matter to our attention.In the complaint Ms. expressed concern regarding getting new
services installed with Frontier on Wednesday and the internet never worked. Our records indicate the customer’s service was installed on July 12,
2019. The technician indicated he had to
work up at office and work with fast to get modem and VoIP provisioned due to
outage. All other work was previously
done. We sincerely apologize multiple dispatches were required to get the
service up and running. On July 25,
2019, Ms. confirmed the service is working.A credit of $65.01 was applied to the account, and Ms. was
notified.We sincerely apologize for the inconvenience this matter has
caused. Should Ms. wish to
discuss this matter further, I can be reached at EXT ***Sincerely,Felicia TExecutive Customer RelationsFRONTIER
COMMUNICATIONS
I have had fios internet with ***, which was bought out by Frontier, for years. I recently sold my house in Plano, TX and moved to Alabama. I called Frontier in May to have my service disconnected on May 15th. The lady told me I needed to return equipment to have my account closed. I explained to her that I purchased my router with ***, and therefore had no equipment to return. She could see that I was not paying a rental fee on my bill, and said she would file a dispute. She told me everything was taken care of, and I would receive one final bill in June. I thought this was weird since I pay for the service ahead of time. I received a bill in June and paid it. I have now received another bill in July so I called again. I was told that my service was never canceled and that I needed to return equipment. The lady helping me had loud music playing in the background and said she would cancel my service effective tomorrow and put in another dispute. Furthermore, she explained that it is Frontier's policy that there is nothing she can do about service not being canceled in May. She would put in another dispute, but did not know if I would ever hear from them. She told me I could expect to receive more bills for the next 90 days, and then I could call back again to see if anything was done about the dispute she put in. This is unacceptable in my opinion.
Frontier CommunicationsThank 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. is disputing his bill for services from Frontier.Frontier has investigated
the above statements and offers the following response:Upon further review it has been determined that Mrs. contacted Frontier on May 16, 2019 to cancel service.Frontier applied a credit to the remaining balance on the account.Please allow thirty to sixty days to receive a Closing statement which will reflect a zero balance.On July 18, 2019 Frontier contacted Mr. and advised of the above information. We trust that this
information will assist you in closing this complaint. We apologize for any inconvenience that Mr. *** has experienced due to the above matter.Frontier
Specialist: Bridget G. Department:
Executive Relations
Frontier discontinued my service in 2016 but kept billing me for atleast 6 months. I never paid these bills and was able to fight most of them however I still have a remaining balance of 101.00$ I have contacted them many times over the past 3 years but they will not help me and hang up the phone.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. advises his service was discontinued in 2016 but was billed for 6 months after disconnecting service.
Frontier has investigated the above statements and offers the following response:
Records show on bill date November 19, 2016 Mr. was billed previous charges $211.29, payment received $0.00, balance forward $211.29, new charges $56.99, total due $268.28.
Research shows on November 18, 2016 Mr.’s service was temporarily suspended for non-payment.
Account records show service order 65797760 completed December 20, 2016 disconnecting service for non-payment effective November 19, 2016.
On closing bill date January 19, 2017 Mr. was billed previous charges $325.27, payments received through 01/19/17 $0.00, Balance Forward $325.27, new charges $98.81cr, Total amount due $226.46.
On Final bill date February 19, 2017 shows balance forward $226.46, payment received $0.00, balance forward $226.46, new charges $125.00cr (Deposit applied), total amount due $101.46.
Account research failed to locate any requests to discontinue service.
As of April 19, 2017 the account has been credit reported.
At this time, Mr. has a balance payable and due of $101.46.
We are confident that our response has been sufficient to address these issues. If Mr. 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.
Frontier continues to bill me $336.68 for equipment which they said was not returned. I returned the equipment back on January 23,2019 and have proof of delivery. I've called Frontier customer service on a monthly call to resolve this issue. Each time they acknowledge the receipt of the equipment and assure me that the billing error will be corrected. I continue to receive the monthly bill for $336.68 and we start the process over again. Last month they sent the bill to a collections company "*** of CT." I contacted them on 6/3/2019 and provided proof of my story. They said that they would research the issue and get back to me. It is 7/7/2019 and I have not heard from them. My Frontier acct. # is ***-5
Thank
you for referring the complaint of *** to our office for review. We appreciate your bringing this matter to
our attention.A
review of the account determined the customer returned equipment via UPS on
January 15, 2019. Proof of Delivery
indicates the equipment was delivered on January 23, 2019. The equipment has been flagged as returned. The
customer has been advised a revised bill will generate with a zero
balance. Additionally, a request has
been submitted to have the account recalled from the collection agency. The customer has been provided with direct
contact information (contact number and email) in the event further assistance
is needed as it relates to this issue. We
trust this information will assist you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I will consider this matter complete upon receipt of a statement indicating a zero balance and a verification that the claim is dropped by *** of CT.
Regards
On 5/30/19 we called Frontier to cancel our landline phone service. We also have internet service with Frontier. We were only canceling the phone service and planning to keep the internet service. On 5/31/19 Frontier closed our entire account which turned off our internet service. When we called to bring the error to their attention they apologized for the error and said the internet would be back on shortly. The internet was never turned back on and after numerous phone calls with customer service we were finally told they couldn't reactivate our account and we would have to be signed up as a new customer. We were also told they no longer offered the internet plan we had. We agreed to sign up for the 50/50 internet plan but they told us a tech would have to come out to set this up.
On 6/3 a tech showed up stating he needed to change out all our equipment in order to set us up with 200/200 internet plan which we never agreed to. The tech with Frontier was told we do not want 200/200 and we only wanted 50/50, The only thing the tech did was make a phone call to activate the 50/50 internet plan which turns out they could have done that on 5/31 from their office and we would not have been without service for three days and my job would not have been impacted as I work from home.
When our first bill was received under the new plan we found out we were being charged $75 (split over three bills) for the tech coming out. We were never told there was a $75 charge for this person to come out and also our account being closed was completely a Frontier error and this fee should be waived. Also, it was not necessary at all for a tech to be sent because they could have turned our internet back on at their office for the service we wanted. They were trying to force us to get on a plan which was much more than we needed.
I chatted online with Frontier customer service regarding the fee and after escalating to a supervisor was told what happened with our account was their error and we should receive a refund for the first installment charge of $25. She supposedly put in the request for the refund and we were supposed to see on our next bill. Well as is my experience will all billing at Frontier we did not get the credit on our next bill and were charged the second installment charge of $25.
Also, in my online chat I asked for the new customer rate of $29.99 for 2 years for the 50/50 internet plan. Since the closing of our account was not our doing and we were forced to sign up as new customer I think we should get this rate. We were told no because we had not been gone for more than 30 days as a customer. Again something else they should be waiving since they screwed up.
Thank
you for referring the complaint of *** and *** to our office for
review. We appreciate them bringing this
matter to our attention.In
the complaint Mr. expressed concern regarding his request to remove
telephone only, maintaining the internet. Additionally, the customer is seeking the $75.00 installation fee
removed. He is also requesting the
internet 50/50 at the monthly rate of $29.99.Our
records indicate Frontier received a request to release the telephone number
425/224-4596. The date negotiated
between Bandwidth.com and Frontier was May 28, 2019. On May 28, 2019, the order processed, and the
telephone was ported to the new provider. Any remaining products on the account are deactivated, if prior
arrangements are not made. We were
unable to locate an order requesting the separation of the telephone and
internet service. An order to separate
products would have circumvented the cancellation of the internet service. The new provider should have instructed the
customer how to proceed without losing all services.On
May 31, 2019, a new order was processed to install internet only. The order completed on June 3, 2019. The customer began billing for internet only
on June 3, 2019, at the rate of $55.00 per month for the 50M/50 FiOS
service. The customer was charged a
$75.00 installation fee, which was divided in three installments of $25.00
each, a router fee of $10.00, bringing the monthly rate to $65.00 per month,
before taxes. On
July 23, 2019, the customer was credited $75.00 as a courtesy for the
installation fee. We are unable to apply
the 50M/50 internet for $29.99 to that account, as his account is not a new acquisition. This is a new acquisition rate. Customer receive improved rated when services
are bundled. We
sincerely apologize for the inconvenience this matter has caused. Should Mr. wish to discuss this matter
further, I can be reached at 844-320-4445 EXT 111-3143.Thank
you,Felicia
T***Executive
Customer RelationsFRONTIER COMMUNICATIONS
I switched from Frontier to *** on March 2, 2019.
My account was paid through the month of February 2019 with Frontier and I was expecting an adjusted bill for the days I used through March 2, 2019 and/or what is owed since the last billing cycle. I called customer service (which was very pleasant) to straighten this bill out and I was told because we went into the month of March that I owe for the entire month of service for $222.97 and it could not be changed and this account was sent to a collection agency.
I paid the amount in full over the phone to Frontier but I do not feel that it is fair to charge the consumer for something that was not used.
HISTORY: I was past my contractual two year agreement which started 1/16/2017 thru 1/16/2019 with Frontier Communications and we signed up with *** and the account became active on 3/2/2019 which I called Frontier Communications customer services to confirm services were terminated and also asked where to return their equipment and they pleasantly confirmed the termination date and stated that they will send out a package for returning the equipment.
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 was billed for a full month of service even though he wanted to end his service earlier. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle. Frontier has issued a courtesy credit for Mr. based on a delay in his order processing.
Fronteir spoke with Mr. on July 10, 2019, and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Frontier Communications does not provided reliable internet services to anybody in my neighborhood. When you contact them either by phone call or chat on their website then do little to nothing to help. They supposedly schedule technicians to come fix our issues, but the technicians are notorious for not showing up. They have the worst customer service who has disconnected chat with me and hung up on my. I have spent HOURS trying to get these issues resolved and all anyone can say is "it is out of my hands" or "I don't know what the problem is". Every time I talk to someone the contradict what the previous person has said. It is just weeks and weeks of talking in circles, paying for services we that we never receive. I have asked for reimbursement because we are paying for a service we are not receiving but have gotten nowhere. The people in my neighborhood are feeling helpless and underserved and are tired of it, there is literally nothing we can do as we have no other internet provider option in our very rural area.
Frontier has investigated the above statements and offers the following response:
Frontier advises that trouble tickets are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors. Due to circumstances outside of Frontier’s control, emergencies, and unanticipated increase in workload, the resolution of some trouble tickets may be delayed.
Concerning Ms.’s issues with his Internet service, a Frontier technician visited Ms.’s area on July 12, 2019. The technician programmed her modem and restored Internet service.
Frontier sincerely apologizes for missing two commitments. Frontier values Ms. as a customer and strives to meet its commitments. Frontier applied an adjustment for time out of service and two missed commitments.
Frontier also regrets any inconvenience Ms. may have experienced as a result of calling or using chat to correspond with Frontier. Direct contact information is provided below should Ms. experience any further issue.
We regret any inconvenience that Ms. may have experienced as a result of the above matter.
After numerous work order request to have service switched to New address and told that technician would be there, no service. Was told on two occasions to be at residence; no technician service rendered. Still being billed for full internet service even since I haven't had service in almost three weeks.
svc order *** was placed to get tech out. 7/11 Spoke to Mr. - he adv service is working. Adv I would make sure toos credit and $25 courtesy were issued.
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
Bill unresolved since April 2019. Many phone calls and techs telling me it will be corrected and never is!
The Complaint states that:
Ms. advises that she is disputing charges for calls made after her phone line had been disconnected.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that credit was issued for calls in question on July 2, 2019.
Frontier advises that we spoke to Ms. on July 10, 2019. We advised of the above and her current balance. Direct contact information has been provided.
I have canceled my account a few month ago but they are keep billing me and now it is being sent to collection agency.
I've tried to contact them several times and they supposed to give a credit back but it still showing that I owe them. I have a reference number which is last chatted with person who was for sure this will be resolved once the last bill is generated but as of today the account is still shows as past due.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advised that despite disconnecting her Frontier account she continued to be billed for services. Frontier has investigated the above statements and offers the following response:
Frontier has found that the Ms. disconnected her Frontier account in February 2019 but the billing continued until May 2019. Frontier has confirmed Ms.’s account is closed and have applied a credit to zero out the remaining balance. 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: Belinda S Department: Corporate Escalations
When I initially order my service I was given an install date and they called, but I have terrible cell reception (which is why I needed the service) so I stepped outside and called them right back within a minute of them leaving a voicemail and get no answer. I called 2 more times and it would ring once and go to voicemail so I had my husband try calling from work and no answer. They never showed up. It ended up taking over 6 months from the time I originally ordered to the time they finally came to install. About 2 months in I loose service and cal in, they have me reset my box and it would work for a few minutes to a few hrs at most and quit again and they would say it’s a known outage in my area and they’re working on it but had no estimated time frame for repair to be done. I kept calling and kept getting the same answers. Finally they said they’d send someone out to fix the issue. That took about another month, but finally it was fixed. I asked for credit for time I didn’t have service and they were supposed to have taken care of it, but never did. I called multiple times and every time no one sees any notes about it. Well fast forward a couple of months, I didn’t feel it was right for me to have to pay for service I didn’t receive, but I had gotten a letter saying my service was scheduled to be suspended over les than $10 and subject to a reconnect fee if not paid (still waiting for a refund at this point) so I go ahead and pay $25 to keep it on while they were supposedly getting this resolved. Well my service wasn’t just suspended, it was completely disconnected over less than $10. Well I call in and they said it was $24 that I owed still but I couldn’t pay it and gave it just turned back on. I had to pay the whole balance, which was a bill that wasn’t even due yet for a couple of weeks as well as the amount they were supposed to be refunding and then after I paid all of that I’d have to have a whole new account set up. They said they would escalate a ticket to have it resolved if I didn’t want to pay that amount. I never received a call, letter, or email - NO repsonse whatsoever from frontier so I assume they finally took care of it. Today, 3 months later I call back because I received a letter in the mail with a special price to come back all to find out that not only was there still a balance, but they sent it to collections. I paid everything except for what was supposed to be refunded and now without paying that amount I can’t have service again and instead of the $27.99 I was told in my letter I would actually have to pay $44.99 instead. If it weren’t for the fact that Frontier is the only thing available at my house I wouldn’t have ever done business with them in the first place and definitely wouldn’t have tried the second time. Nothing about this experience has been pleasant.
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 she never received credit for her time out of service. Frontier has investigated the above statements and offers the following response:
Frontier reviewed Ms.’s account and issued applicable credits due based on repair tickets found.
Frontier attempted to reach Ms. to advise of the above but was unsuccessful. Frontier left a message for Ms. that included direct contact information.
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 satisfactory to me.
Regards