Frontier Communications

I spoke with an employee 2 months ago who said she had fixed my billing and gave me a discount so my services would only be 45.00 per month total plus taxes. It was not done. They are still billing me at the same rate as before. I am tired of this company with the slow internet, giving us old equipment customer service stating the did something however they had not, and not keeping up with promised speed. I am living up to my end of the contract and I need Frontier to do the same.

Frontier communication was my cable company for 2 years and my contract with them ended on March 29th which I was told to ca no later than that day to cancel my contract with them which that is exactly what I did I cal and cancelled my services on the 29th of March then on may 1st I get a bill for 234.00 dollars I of course thought it was a mistake so I called to straighten it out but to my surprise I was tod that it was my bill because the other cable company didn't port my phone number until the st of april so I would have to pay for the whole month of april which would be 234.00 first I called and cancelled my services on March 29th and had nothing to do with the porting of my phone number and to charge me for a whole month of service which I didn't have that is why I left Frontier because being on a Limited income I coud not pay that amount each month for a new two year contract and now they have sent this bill into collection I wil say again I canceled my services on March 29th which was the end of my contract and do not feel that they should have a right to rip people off when they feel like it I had nothing to do with the porting or even do I know what they are talking about when it comes to porting a phone number so why should I be held responsible for that they don't tell yo anything about prting of phone number you try calling and talking to someone and noone wants to know anything but that its your bill

When I subscribed to Frontier in October of 2018 I was promised a $250 gift card after having service for 90 days. It has never arrived. I called Frontier in March about this and they gave me another number. When you call this number you just get an answering machine and they never call back or respond. We did all the required paperwork and vouchers and not only did we not get the gift card no one has ever responded at all.

I have been a Frontier Communication customer since 2003 - because of no/bad phone connection and service for several months I decided to end my service 01/01/2019 and was given a case # s-***. I was told my service was paid till 01/31 and it would end on that day. I also complained about not having service for 2 months and they were to process a credit. Several months had went by, no bills, no notifications from Frontier. I received a phone call from a collection agency on 06/03 (I first thought it was a scam) and ignored the phone call. I then got a 2nd call from a Collection Agency which stated I had a 159.08 balance that was from Frontier Communications for January service. I have made several phone calls to Frontier get restitution for the credit. They keep saying that I need to deal with the Collection Agency by putting a Formal Dispute in. I have called the Collection Agency, the same days as I call Frontier, to make sure the dispute as being processed. They keep telling me it will take 3-5 business days. I call back after 3-5 business days and nothing has been processed. I finally was concerned about the balance being sent to my credit score, so I paid the balance on 06/19. The representative from the Collection Agency assured me that the dispute would still be handled and to call Frontier. I called frontier the same day and was told they saw the dispute and they would have up to 15 days to respond but was assured that the credit would come as a refund to myself. I have called today to both Frontier and Collection Agency and neither will help me. Since the payment was processed, both sides are unable to tell me anything about the credit of $93.98. Neither companies will let me talk to any supervisors or the departments that would be handling the credits. Frontier is a foul company and they will NOT be getting another penny from me. I tell everyone I know to get ride them and use their cell phones.

During our first contract, our business was at a different location and we had fast fiber internet, no problems.

When we transferred our account to our new location in Grapevine, Frontier neglected to inform us that they only offered 3 mb/s of DSL internet at the new location, and signed us up with a new contract term for 2 years. 3 mb/s was NOT sufficient for our business needs, and the contract termination fee is prohibitive at thousands of dollars. We have had this investigated and they even pulled the call and confirmed that the representative who did this neglected to inform us of this information.

We are filing this complaint so that headquarters will review this issue and so that we may exit our existing contract with Frontier due to the lack of information and misinformation about your service, and signing us up for an expensive contract with service that does not meet our business needs as soon as possible. Our phones and internet service goes down frequently, and we need this resolved ASAP as we have lost countless hours of productivity and revenue as a result of Frontier Fios holding us hostage with a contract we were not honestly informed about what services we would be receiving.

My 2 year contract ended on June 10, 2019 and I cancelled my account to go to a different company. On that day I was told that I would get a credit on my account because the billing period was from 6-3-19 to 7-3-19 and I only had 10 days of service because the account was actually closed on the 13th of June. I received a statement after that asking for a full month's billing. I called them and asked if my credit of $97.87 was going to be applied to this bill and was told that I was NOT going to be credited because I changed to a different company in the middle of a billing cycle. They said that is their policy and it's written on the statement. I was originally told I would have a credit and then denied the credit and I had to pay the bill in full. Their customer service has always been bad because their agents are never on the same page. One person says one thing and another person says another. There was alot of deception whenever I had a problem and spoke to customer service, that was the reason I was leaving Frontier to begin with. I don't think it was right for them to deny crediting my account after I was promised a credit.. I know I am not the only person who has had a problem with Frontier because many of my friends had similar stories.

I was charged an $85 face to face service technician charge from frontier when a technician never even showed up at my home or fixed the issue! I was home for the 4 hour window they give you plus 3.5 more hours and no tech. They closed the service ticket and a tech said he was there and the problem was inside and spoke with me personally. Never happened. You can see on the next day another ticket was opened because it was never fixed. Took 3 different times of not showing up, at 4 hours each time wasted, they finally showed up 2.5 hours late and replaced the frontier supplied router. They will not remove the charges for the tech never being there!

Frontier is the worst. They took my $240 deposit March 17, 2018, which was to be returned to me after one years' service, which the year was up in March of 2019, and my deposit was not returned to me, and my bill practically doubled. I cancelled frontier in April because they weren't interested in lowering my bill and keeping a customer. I returned their equipment in April, spoke with "Robert" on May 21 who told me I would receive my deposit in 3-5 days. Today is June 26, and Jay at Frontier tells me that deposits are returned 3 billing cycles after service is cancelled. They sure had no problem taking the deposit and charging $9 a month late fee.

Abysmal customer service: long waiting times on the phone, connection problems (DSL) every few months. Worst of all they can't seem to manage their own technical issues: in the middle of a conversation (after having waited so long) their phone transferred me to a new operator and I had to start from scratch, TWO DAYS IN A ROW.

I acquired internet service from frontier communications back on 2018. When the tech support came to do the installation, the employee say to use my own router because it was better quality, so he ended up finishing installation with my own router. Frontier tried to charge for it but after speaking to different reps, they waived the fee. A year later, they started charging me for the router that was never provided to me. After I called to complaint, they refused to refund the money because according to them, I am not allowed to use my own router. However, I am using at their employees recommendation and it was him who failed to deliver a company modem to me. Up until now I have not received their modem and they are charging for it. I want my money refunded. It is fraud. I have evidence of previous conversations with their reps where they agreed to remove the fee and was never told I had to use the company modem. I have proof of all conversations.

On June 6th, 2019 I was sold an upgrade to my internet service and promised a price that was apparently not an option. I was told I would pay a total of $35 a month for the service (plus taxes) and it will actually be $50 a month plus taxes. I spent 45 minutes on the original call verifying the cost and future costs and was "promised" the total would be $35. I have now spent an additional 4 hours on the phone being bounced around and finally told the sales person wasn't authorized to do that.
The only service for internet available to me is Frontier (that is not even slower). I have wasted over 30 hours of my life in calls and complaints with the company. I am consistently lied to. Unfortunately, I have no other internet options that are reliable (this device is BARELY tolerable half the time) and feel fully manipulated and taken advantage of.

I signed up for their service in 02/2019, had my service shut off being their mistake, was without service for 5 days and I had to fight them to be reimbursed the service call fee and the prorated days I was out cable. It took me 3 months to get that all situated. fast forward to 06/2019, on 6/14 my cable was out so I called in and they had cancelled my contract and the only way to fix the issue was to create a new contract and now they are fighting me to put back what I had from the beginning. I did not ask for my contract to be cancelled someone else from my complex must have requested it but my account was cancelled in error. On top of that they are trying to charge me a whole month's worth of cable that I did not use regardless of what happened even thought it was their error and I do not feel that is right. At first they gave me no explanation as to why my account was cancelled and then later said someone called in on 6/7, it was not me why would I cancel my services just to open it up at the same address the same day it was cancelled.

I am paying for internet services that I cannot use due to frontier's inadequate technology/equipment to provide the service for which I am paying. When I called them to notify them that there was a problem with their service, they tried a few things while I was on the line with them and then set up a time when a technician would come out and check out my router. He was scheduled to come on a Friday, June 7. During that week, the technician called and informed me that there was nothing he could do because the issue was that there was "congestion" at the time of the day when I was experiencing issues. So he transferred me to customer service where I spoke to a woman and asked to be refunded for at least part of my internet charges since I am not able to use it during the evening during congestion. I was given a ONE-TIME credit of $15 and I only received that when I continued to complain. However, it does not compensate me for the monthly charge I pay for *** which I cannot use. I am currently seeking getting different internet service and phone from another company that uses fiber optic technology/equipment and their customers do not experience any issues with "congestion". Also, when I cancel with Frontier, I will have to pay a $400 charge because my "contract" expires in 10/2019. I have been a customer since 2005 and wasn't aware that every year they automatically "sign" me up for another contract. Also, I cannot cancel with Frontier until I have another phone service/internet service in place because I work from home full time (do not have an office to go into) and must have phone and internet service to do my job. Thank you so much for your help.
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I cancelled my service with Frontier February 2019 and paid my bill in full. I received a collection notice dated June 3, 2019 for $223.20. I called the collection department and was told I needed to contact Frontier. I called Frontier and spoke to customer service, collections, and billing and was told they didn't post my equipment return to my account, but because my account was inactive the customer service person did not know how to remove it off my account. I asked for a supervisor and was told in a meeting an someone would call me back and I never received a call back. (this two about 2 hours with no resolution)
I have received a new letter dated June 19th that I still owe $223.20. I called collections and was told I need to speak to Frontier they cannot help me. I called Frontier and spoke to the billing supervisor and was told once it is sent to collections they can no longer help me. WHO CAN HELP ME if neither party will? I inquired if your company is incompetent to post my equipment return to my account why is this my issue and problem.

I was in the first year of a 2 year contract for internet service with Frontier. 6/10 I I blieve, ew contract with a discounted rate. IeeliOn approximately 6/10, I called Frontier to find out why my bill was 3 times the normal bill as I am in the first year of a 2 year contract. I was told the reason, realized it was valid and thanked the girl. On 6/11 or 12, I got an email saying we are sorry you are leaving. I called customer service and spoke to Kaitlyn W in West Virginia. She could see where the customer service agent closed my account, but didn’t understand why. I thought we had it set up, to give me a new contract, albiet a little Tuesday, I called customer service again, and spoke I to a gentleman who saw all the notes, and said it usually takes 5 days or more for things to follow thru. The 24th I called customer service again spoke to a gentleman in TX who was trying to get everything settled. He sent me to customer retention, to finalize. There, I spoke to Karen in Nashville, who was very smart alecky and rude. She told me the best they could do was $70 dollars a month plus equipment fees. I reminded her that I didn’t break the contract, they did. She filed a grievance on my behalf (at least she told me she was( and now I have to wait another week.) Meanwhile, they are charging me way more than should be allowed, because I had a contract, of 2 years, and was only 10 months in.

There are so many problems. I am moving so I called to schedule a disconnection of my services. I requested an end date of July 2nd which match up well with my last bill date. The representative confirmed I would have a July 2nd end date. June 25th comes around and I no longer have services - both internet and cable tv. I called and was told that the services would be turned on within the next 24 hours. 30 hours goes by and I have no services still. I call back and this time I was told it was IMPOSSIBLE to turn my services back on. I asked for a credit for the entire week of services that I paid for but apparently can't have - I was told "the most I can give you is $25." My bill was almost $200. If I divide it up to find my daily amount - $25 is barely over 1/2 of what should be refunded to me for cancelling my services prior to the agreed upon date.
I also asked to speak to a manager - I was kept on hold for over 45 minutes with no answer.

We live in GA currently. In April 2019 we purchased a home in Topton, NC. The sellers of the home had Frontier for telephone and internet service. They also had *** which was billed to them through Frontier. On 04/10/19 we and the sellers had a conference call with Frontier to request that only the telephone and internet services be transferred to our name. We did not sign up for ***. On 04/12/19 the order number we were given showed that it was completed. Frontier had done exactly opposite of what was requested. They cancelled phone and internet and continued to bill us for Dish. We are not receiving bills from Frontier. The first correspondence we had from them was a letter threatening to turn us over to a collection agency. They also said we would have to have a new order to connect phone and internet. That order was completed on 06/14/19. We are still not receiving bills for the first account or the new account. On 06/26/19 we received notification from UPS that Frontier was shipping something to us in NC. They will not tell us what this is because they say we have to have a pin number that should have been given to us when the order was created. It wasn't. We have between 20 - 25 hours on the phone with Frontier to try to resolve this. All of the Reps have been polite and promise they will take care of it and follow up but they don't do either. Meanwhile our debt to Frontier continues to grow and we can't even access our information. This is a nightmare.

We began service at the local Frontier Communications store front located at *** in Dec 2016. Our bill comes from the national billing service for Frontier. Our initial promotion included a modem/router free for 1 year. As that year ended I purchased a modem/router, and took the original back to the storefront location. A few days later I received a box to send the router in. I called the customer service number and explained that I didn't have it it was at the storefront location. From then until now (2 1/2 YEARS) this modem/router has remained on my bill. I call and am able to get my bill adjusted and have been told many times that it will be removed from my bill. The customer service people are courteous but they lack the authority to remove the modem/router from my bill. In this age of electronic logistics I can not imagine that they cant see that they have it. If they dont then the blame resides with the internal logistics or personnel.

We paid for service and made the decision to change providers on July 2, 2019. Frontier choose to disconnect the service on 6/242019, without notice from us. We did not provide a disconnect notice and they acknowledge that they had an order for disconnect on 7/2/2019. They refused to reconnect service without a fee. We weee also told that we are being billed until 7/12/2019. These unfair business practice to disconnect service without notice and then charge the consumer is not ethical.

Transfer of service was schedule by company for incorrect date creating a gap of availability of service. Company will not prorate my bill for time without service. Attempted to resolve with customer service and was placed on hold for 45 minutes before being disconnected.