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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Frontier billed me for services ( in Sarasota, *** Sarasota, FL 34231) which I, in several arduous and lengthy phone calls, specifically requested to be terminated on April 26, 2020. Despite 3 letters of protest, one to Frontier Communications, PO Box 740407, Cincinnati, OH 45274-0407 and one to Frontier Communications, 5050 Kingsley Drive, Cincinnati, OH 45227-1115 both on May 23, 2020, and one to Frontier Communications, PO Box 740407, Cincinnati, OH 45274-0407 on August 10, the company has not responsed to anyone of them but rather referred me to collection.
I will gladly provide copies of all correspondence if needed. I kindly request that Frontier is made to respond to my correspondence and / or cancel their collection efforts.
I am uncertain about Frontiers business address. My letters went to the above 2 addresses in Cincinnati. The corporate address in Norwalk, CT 06851 is listed in the Web.
Sincerely,
xxxxxx
The below letter was sent August 10 ( last of 3 letters)
Ref: ***-5 .
Frontier Communications
PO Box 740407
Cincinnati, OH 45274-0407
In reference to your invoice dated July 17, be advised that I do not owe any money and my account has been paid in full and terminated.
1) On April 18, 2020 I requested vacation hold as of April 26, 2020 ( date of our leaving Florida). However this request was improperly processed and required several interventions on my part. Details are outlined in my letter of May 23, 2020 to Frontier (to PO Box 740407 Cincinnati, OH 45274-0407 and to 5050 Kingsley Drive Cincinnati, OH 45227-1115). To date no reply has been received. (copy of letter enclosed)
2) On May 6th I paid the remaining balance of $ 28.35 and payment was confirmed #***-***-*** see enclosed copy
3) Checking on the account later in May I noticed that Frontier continued to charge my account . When I attempted to resolve outstanding billing issues by phone on May 23, 2020 I was informed that only a cancellation of my account would result in cessation of billing. Thus I requested that the service was disconnected which it was on May 27, 2020, your order: *** . An e-mail from Frontier at that time states “estimated next bill total was $ 00. see page 2 of Frontier cancellation summary, copy enclosed
Based on the above I believe that I have paid in full all charges up to April 26, 2020. I do not believe that I should be responsible for any charges after April 26 which were incurred due to Frontiers inability to handle and process my request for seasonal suspension in a proper manner in the first place.
Should there be any charges up to April 26, 2020 please contact me and detail these. If justified, I will pay them in full. Please communicate in writing by mail or e-mail so that I can show your correspondence to counsel.
Sincerely
xxxxxx
Thank you
for referring the complaint of Mr. *** to our office for review. We
appreciate Mr.
*** bringing this matter to our attention.The
Complaint states that:Mr. is disputing a bill for service from
FrontierFrontier
has investigated the above statements and offers the following response:Frontier
advises that due to an order entry error, Mr. Martin’s account was placed on
vacation service earlier than he requested.Frontier
advises that an adjustment has been issued to cover any charges incurred after
Mr. requested vacation service on the account.Frontier
advises that Mr. requested to terminate his account with Frontier on May
23, 2020.Frontier
advises that Mr.’s account has a zero balance and the account will be removed from collections.Frontier
spoke to Mr. on August 18, 2020 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.
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
Called Frontier on Wednesday August 12th, 2020 for an internet service install. They advised me they would have a technician out at my residence between 1pm-5pm on Friday August 14th, 2020. A technician did not show up. I paid a $51 deposit and an $85 installation fee. I called Frontier at 5pm on the 14th and spoke with their Escalation Department to have the internet installed as soon as possible as they knew and noted in the original ticket, I had to have it by Monday August 17th. They said the reason a technician didn't show up was because they sent the order to the wrong agency. They stated the soonest they could get me in was Tuesday August 18th but would continue to work on getting it installed sooner but they would make the new appointment for Tuesday from 8am-12pm. I never received a further email stating a confirmation of the appointment for Tuesday and I never received a call back from the representative I spoke with to see if she had done all she said that she would. I called them yet again today, August 15th, 2020 and they tell me the reason a technician didn't show up was because the equipment from previous residency is still in my home and they have to run new wires and cables. The appointment still stands at Tuesday August 18th, 2020. I did not receive my refundable deposit back nor the $85 for installation services they are charging me on my next bill when I didnt even get a technician out on the date they were supposed to come and services were supposed to start.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. for bringing this matter to our attention.
According to the complaint:
Ms. advises that Frontier missed an appointment to install her Internet service.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. contacted Frontier on August 12, 2020 and an installation date was scheduled for August 14, 2020.
Frontier advises a technician was dispatched on August 14, 2020 but was unable to install service as there were no facilities on the order for Ms.’s location. Frontier advises the engineers were consulted and a new install date was scheduled. Frontier dispatched a technician on August 18, 2020 and completed the installation.
Frontier apologizes for the missed commitment experienced by Ms.. Frontier has provided a missed commitment credit to Ms.’s account.
Frontier attempted to speak to Ms. but was unsuccessful. Frontier communicated the above information and provided direct contact information via voicemail messages and email.
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.
Thank you for referring the complaint of
Ms.
*** to our office for review. We appreciate Ms. for bringing
this matter to our attention.According to the complaint:Ms.
*** advises that Frontier missed an appointment to install her Internet
service.Frontier has investigated the above statements
and offers the following response: Frontier
advises that Ms. contacted Frontier on August 12, 2020 and an
installation date was scheduled for August 14, 2020.Frontier
advises a technician was dispatched on August 14, 2020 but was unable to
install service as there were no facilities on the order for Ms.’s
location. Frontier advises the engineers
were consulted and a new install date was scheduled. Frontier dispatched a technician on August 18,
2020 and completed the installation.Frontier
apologizes for the missed commitment experienced by Ms.. Frontier has provided a missed commitment
credit to Ms.’s account.Frontier
attempted to speak to Ms. but was unsuccessful. Frontier communicated the above information and
provided direct contact information via voicemail messages and email.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.
No internet or phone service for 3 days. I am working from home for the governor of Ohio and need my services for processing unemployment claims due to Covid 19 and the pandemic. I am requesting loss wages as well as refund of days without service and hope I do not get fired. This is a continual problem with Frontier over the years without resolution.
Thank you
for referring the complaint of Mr. *** to our office for review. We
appreciate Mr.,
*** bringing this matter to our attention.The
Complaint states that:Mr. advises of a service outage at his
home. Frontier
has investigated the above statements and offers the following response:Frontier
advises that a service outage was reported on August 13, 2020.Frontier
advises that a technician was dispatched on August 17, 2020 and found damaged in
the pedestal cause by animals. The technician repaired the damaged and restored
service. Mr. reported another service outage on August 19, 2020 and
Frontier dispatched a technician who found a break in the line. The Technician
restored service. Frontier
has provided a time out of service credit of $30.75Frontier
spoke to Ms. on August 20, 2020 and confirmed that service is working.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 didn't think it was possible for this company to sink any lower, however they have outdone themselves. I have been having internet connectivity issues and called to report these. I was told that it was due to internet interference that has magically happened within the last 3 months, to a setup that is 7 feet away from the router with no obstructions. So you all know, Frontier doesn't "support wireless connectivity" according to their supervisor, only Ethernet connections to their wireless routers. They also expect you to buy an outdated machine with an Ethernet port to check their service signal. Additionally, I was having issues with my dvr for my TV service, showing the memory was full, but there were no recordings according to the menu. The resolution to this was to wipe out my other dvr in a different room, losing all content, then coming back and saying it was fixed because now both the boxes show there's nothing on them. However the one is still saying that it is full now. This place is a joke, the customer service is horrible, the actual service is abominable, and they have a monopoly in areas, guaranteeing that they can continue to rip off customers.
Thank you for referring the complaint of
Mr. Watkins
to our office for review. We appreciate Mr. bringing this matter to our
attention.The Complaint states that:Mr. advises he is having problems with his router and DVR from Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises we scheduled for a technician to visit Mr. on August 18, 2020 and he was unable to be there for the appointment.Frontier reschedule appointment for August 24, 2020 and Mr. needed to reschedule the appointment for August 29, 2020.Frontier will trouble shoot on site and replace any defective equipment for Mr. when we are able to complete appointment. Frontier advised Mr. of the above information and provided our direct contact information if Mr. needs further assistanceWe 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.
Auto billing stopped when frontier took over ***. Service continued to be provided even though a balance was building up to $900+. I moved to Nevada (from CT where the account in question was active). In March of 2018 I was finally notified of my balance due and I paid Frontier over the phone a settled upon amount of $684 (with the remaining $288 being waived). August 2020, I learned they continued to pursue me for the $288, negatively effecting my credit. After calling frontier, they agreed we had settled the balance, but they notified me they did not change my status to settled. It has been negatively effecting my credit for 2+ years.
Thank you for referring the complaint of
*** to our office for review. We
appreciate Mr. bringing this matter to our attention.In the complaint Mr. expressed
concern regarding auto billing stopped when Frontier purchased ***. The service continued to provide service,
even though a balance was building up to over $900.00. He stated he relocated to Nevada (from
Connecticut where the account in question was active). In March 2018, he stated he was finally
notified of his balance due and he paid Frontier over the phone, a settled upon
amount of $684.00 (with the remaining $288 being waived). He stated after calling Frontier, they agreed
we had settled the balance, but they notified him the did not change his status
to settled. It has been negatively
affecting his credit for two years. Our records indicate this account was
converted from *** to Frontier. At
the time of conversion this account was not set up on Auto-Draft with
Frontier. The Auto-Draft information was
not transferred from the previous *** account; therefore, Mr. would
have had to re-establish a monthly automatic payment option with Frontier. After the conversion, Frontier did not
receive any request to disconnect the service. Billing statements were mailed out monthly to the service address, ***. Mr.
advised he relocated to Nevada but left the service active for those remaining
at the Connecticut address. Our records indicate the service was
disconnected on April 1, 2015. On June
29, 2015, the final balance due was $913.23. The account was written off for the full amount of $913.23, which is the
amount that was credit reported. On March 9, 2018 Mr. accepted a
settlement offer for his written off account. He was eligible to pay 75%, as he was disconnected for over a year. He paid the balance of $684.93, which was 75%
of the total balance of $913.23. Mr.
*** paid the $684.93 with is Visa Debit over the phone and the confirmation
number was ***.On August 14, 2020, Mr. wanted to
know why this was still showing on his credit report when he settled the
account. It was found the remaining
balance of $228.30 had not been credited; however, this was corrected on August
14, 2020, and the account now reflects a zero balance. This credit does not change the status of
what was credit reported because it all occurred after the account was written
off. The settlement
letter was sent to Mr.’s Nevada address. The updated status referred to the Credit
Bureaus was Paid Charge Off. At the time
the complaint was received, a request was submitted for the deletion of the
credit reporting. The customer was only
credit reported for the total of $913.23, which was accurately reported. His credit reports have been updated to Paid
Charge Off as stated above. Mr.
paid the settlement amount in 2018 but the account was written off in
2015. There was no credit reporting for
$228.30. Mr. is not satisfied with the above
resolution. The matter was escalated to
management and the resolution has been upheld. We sincerely apologize for any confusion
this matter may have caused.Sincerely,Felicia T.Executive Customer RelationsFRONTIER COMMUNICATIONS
Since the the 9th of August 2020 I have had no internet service. I have called Frontier everyday since the 9th. Everyday Frontier tech support ask me to do the same thing, over and over again with no change! Unplung the modem, rest the modem, go to Google and type in numbers they give me to type in. Nothing works but my bill is paid in full. They refused to send someone out to fix the problem.
The Complaint states that:Mr. advises
that his Frontier internet service is out of service. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that Mr. reported his internet out of service on August 9, 2020. There was an outage in his area affecting customers until August 15, 2020 when the issue was repaired. Frontier advises that we issued time out of service credit to Mr.’s account for August 9, 2020 – August 15, 2020. Frontier advises that we spoke to Mr. on August 17, 2020 to discuss his complaint.
I called to cancel my services with Frontier Communications July 11, 2020. I had already paid the bill for the July statement, when I spoke with the representative he stated their would be a $9.00 termination fee, which I did not expect but accepted. I received a bill for August and called to inquire why I was billed for a full month when I cancelled in July. I let the representative know that I wasn't paying for this service when it's already cancelled and was told there was nothing that could be done and they bill for the full month.
Frontier has investigated the above
statements and offers the following response:Frontier advises that prior
to termination, Ms. was billed and thus incurred charges through the
end of her billing cycle. Ms. is eligible to continue receiving
Frontier services through the end to that billing cycle.As stated in Frontier’s
Terms of Service (https://frontier.com/corporate/terms)
termination of non-regulated services is effective the last day of your billing
cycle. Service will be available through the end of the billing cycle for which
you have been billed in advance.Frontier advises there is a fee
of $9.99 when a customer discontinues broadband service.In goodwill, Frontier issued
credit from the date of disconnect through the end of her billing cycle. The credit
of $41.14 should appear on the next billing statement. Frontier advises Ms.
***’ billing balance is $13.54.Frontier attempted to reach
Ms. to advise of the above information. Frontier left a message for Ms.
*** that included direct contact information.We regret any inconvenience that Stephanie
*** 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 cannot limit my complaint to 10 words or less. Frontier is awful customer service tells you lies. They do not do what they say they will to help you. I can write a whole book. I finally gave up on them and called spectrum. I tried to get my internet fixed from October 2019-January of 2021. I gave up. No rep told the truth. No one knew anything and just made up lies about process etc
I will say that it is difficult to narrow down my problem with Frontier. I have been a customer for over 6 years. My internet service has never been good, but with the isolation of COVID-19 has made the overall poor internet that Frontier has provided has put both my and my wife's jobs in danger and the education of our children.
Earlier in the year it came out after complaints to our US Senator dug up that Frontier knew that they were not able to provide the quality of service they have sold people here and they had no intention of doing anything about it. Now through a legal loophole Frontier was able to knowing lie to the customers in our area, and for many they are the only internet provider available. So they continued to smile and take our money knowing that they were lying to us. So now we fast forward to April of this year. I become so frustrated with the run around that I have received from Frontier, I go on Twitter and plead for them to help me receive a fraction of the service I have been paying for years. And only through a public shaming, I get a response with in 30 minutes. And after some email and text exchange they have a technician come out to my home. Unfortunately, I got the response that I thought I would get. He stated that there was nothing that he could do and in fact that the internet issue was going to get worse. He then told me that I should get rid of Frontier and get satellite internet. I later find out that he claims to have done some troubleshooting (this may have occurred, but he never came into the home) and because of whatever he did (in spite of the fact that he appeared to know there was nothing to be done to improve / fix my internet) Frontier has changed me an $85 fee for the service call. A call that as far as I can tell is a guy knocking on my door and telling me that the service his company is crap and will only get crappier, and that I should get a provider that cost significantly more to provide the service that Frontier was suppose to provide, but knew they could not. Though I guess I appreciate the honesty of this person, I do not feel it was worth $85.
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.
*** states that he was billed a truck roll fee for having a Frontier technician
go out and noting was fixed which is he disputing the charge.Mr.
*** states the speed is extremely slow and no one at Frontier can
assist.Frontier has investigated the above
statements and offers the following response: Frontier advise at the time a trouble
ticket is created we advise the customers that a fee may apply. Frontier advise
if we send out a technician and there are no issues from the outside that we
test there is a truck roll fee which are valid. Frontier advise we made attempts
to reach Mr. to assist with the internet concerns and have not been
able to speak with Mr..We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that *** experienced as a result of the above
matter.
June of 2019 I called to order internet service. The first lady put my SSN through wrong and it through off their whole system. I called back and the second person canceled that account and started a new one. The old one stuck and they kept shutting off my internet service and I'd have to call and get it turned back on. It eventually got to the point where they would shut it off each week! They also lied and the first woman told me that I could return their router and use my own. They wouldn't take it back or give me the discount that I was promised. I spent nearly 10 hours on the phone trying to deal with the situation and ended up cancelling the service. They then charged me even though everything was their fault!!! I got a new service and found out that their service tech and cut all of our lines except theirs when they had come to install the initial service!
Thank you for referring the
complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms.
states that her social security number was entered wrong on the original
order that was placed so it was cancelled, and a new order was written but
the credit check from initial order carried over and her services were
suspended. Ms.
states Frontier repeatedly suspended her service and she would have to
call to have it reconnected. Ms.
*** states she was initially told she could return the Frontier modem
and use her own but then Frontier would not take it back or credit the
modem fee.Ms.
*** is requesting that the payment she made of $150.00 be refunded back
to her and her credit corrected.Frontier has investigated the above statements
and offers the following response:Frontier advises that Ms.
***’s correct social security number was verified through *** and the
response was that we were unable to pull the consumers credit report. Ms.
was advised on the original order that she had to provide positive
identification in order to have the services connected. Frontier records show
that the second order placed on June 5, 2019 also required positive ID;
however, it was processed without the required information.Frontier advises that there are no
records of any orders placed to suspend the services, so Ms. was not
billed any reconnect fees. Frontier
records do show that a notice was sent to Ms. on June 12, 2019 advising
her that positive identification would need to be provided by June 27, 2019 to
prevent interruption in services. The proof of positive identification was not
received. Records show that the services were suspended on July 8, 2019. 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 Frontier records show that a payment in
the amount of $156.66 was applied to Ms.’s account on August 13, 2020.
The outside collection agency will be notified that the
debt has been satisfied. Frontier advises that an adjustment in the amount of
$20.00 has been applied to Ms.’s account for the June and July 2019
statements where she was billed for the modem fee. Frontier has applied an adjustment of $32.99
for the Internet service fees from July 8, 2019 to August 10, 2019. A refund
has is being processed and Ms. will receive a pre-paid master card in the
amount of $52.99 within 2-3 weeks.Frontier
spoke with Ms. on August 20, 2020 to
review this information with her.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.
Thank you for taking the time to read this:
In November 2018, I attempted to cancel my services with Frontier. They offered me a 6 month "vacation mode" to think it over. At the end of 6 months they began to charge me again so I called and asked they cancel it for good. A few months later they began charging me again, a small sum each month, for services I wasn't using. They did this for over a year without my knowledge or raising the attentions of my bank or myself. One day I get a call from Collections claiming I owed Frontier money and my credit was at risk. I contacted Frontier. They reassured me time and time again they'd make it right and to simply allow them time to fix it. After several "investigations", listening to past calls between their staff and I, and even admitting their system shows I have never used their services since originally asking them to cancel my contract, they claim they do not have enough sufficient evidence to support my claim or theirs. So by default, they take no accountability for their mistake and my credit has now been damaged for the first time in a decade. All I had asked was they remove the debt from Collections so they can make a corrective and fix my credit score. I worked my whole adult life to perfect it. They said they would do that AND reimburse me the money they charged me over the year within 90 days. All I had to do was dispute the charge with Collections and they would then take responsibility for the debt in order to wipe the debt entirely while protecting my credit. This was one of my first calls to them. After months of back and forth, dropped calls with no call back (even after requesting each time they call me back), no direct numbers with 1+ hour call/wait times each time, promises that were never met or kept, I never spoke with the same person twice, no one ever called me back when they said they would, and everyone reassured me it was being addressed in my favor. I finally got a hold of someone today in their "Communication Escalations" department who told me that all notations stated they were not going to take accountability despite the obvious evidence I had been wronged. That the lack of evidence on THEIR end did not incline them to take responsibility despite the undeniable proof I had that I had been wronged. They were very cold, very rude, and told me there was no one else I could speak with unless I was looking to pay the debt. I now believe they purposefully gave me the run around so that my credit would become affected over time and I'd succumb to paying the debt they put on me in the hope to stop further damage to my credit. But I have the money. I am simply trying to fix my credit here and they will not take responsibility over less than $200 and a little bit of paperwork on their end. All they have to do is contact Collections, reclaim the debt so my credit will return to it's original status, and I can either pay the debt or they can wave the debt. All I want is what is right and to fix my credit. I am not even asking to be reimbursed for the hundreds of dollars they've unlawfully charged me for over a year. I just want them to do what's right and easily with in their power to reinstate my credibility to it's original status.
Thank you for referring the complaint of
Mr. to our office for review. We appreciate Mr
*** bringing this matter to our attention.The Complaint states that:Mr. advises he has a billing discrepancy with Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises Mr.’s service was placed on vacation which is good for 9 months and began billing and the account was closed. Frontier has issued all the appropriate credits for billing from the dates since the vacation service and a refund will be sent to Mr. for $166.71.Frontier spoke to Mr. on August 14, 2020 to advise 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.
As of today, August 13, we have been without phone and internet service from Frontier Communications for NINE DAYS following in the aftermath of Tropical Storm Isaias. At no time has Frontier proactively communicated anything about status of service restoration. Daily calls to customer service have been a waste of time due to uninformed and disinterested customer "service" representatives. Today, a representative allegedly opened a ticket regarding my service, but a subsequent search on the Frontier website yielded no evidence that a ticket had actually been opened.
In the time of a global pandemic, when my husband and I are required to work from home by our employers, we have NO INTERNET OR PHONE SERVICE. While disruption from a tropical storm is understandable, it is now over a week since the storm. Power was restored in 5 days, and the power company was able to provide proactive updates on service restoration throughout the outage. Frontier has done NOTHING. This is completely unacceptable.
Meanwhile, we have received our bill from Frontier for the full month's service. I will not pay for service that I have not received.
Thank you for referring the
complaint of ***
*** to our office for review. We appreciate Mrs.
bringing this matter to our attention.The Complaint states that:Mrs.
states that she has experienced issues with her telephone services from
Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises that a
repair was completed on August 17, 2020 to a cut cable. Frontier advises that an out
of service adjustment has been applied to Mrs.’s
account. Frontier spoke with Mrs.
on August 20, 2020 who confirmed her services have been repaired.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mrs. 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 called in to cancel my service, and told it was done, and that I would not relieve another bill. I did. I call and was told to call in the next month and that I would only be charged the $9.99 processing fee, and that it would be notated in my account. So did that, and the lady put it in for me, but then when it went to their credit people it came back that it was a valid charge and there was nothing I can do to get out of paying for the month that I was not even using their service. Their internet sucks, and they are definitely not out to help people. I will never go back to them.
I recently checked my credit report and have a charge off from Frontier from March 2017 in the amount of $1,039. This was during the time Frontier purchased Verizon and their systems were not aligned. I made numerous calls to clarify my bill to which a few times they said I had a $0 balance. Other times I called, they gave me a ridiculous amount and I asked them to provide me with an itemized breakdown of what was owed and they failed to do so. After numerous attempts, I gave up and asked to terminate my services since my contract was up. The representative advised that he would send boxes and return labels for the equipment to my residence. Those items never arrived. Now I have a charge off, because the company failed to assist me nor provide me with an appropriate breakdown of my bill versus monies that I had paid.
Thank you
for referring the complaint of Mr. *** to our office for review. We
appreciate Mr.
*** bringing this matter to our attention.The
Complaint states that:Mr. is disputing a bill for service from Frontier.Mr. is asking to have his billing
statements sent to him.Frontier
has investigated the above statements and offers the following response:Frontier
reviewed Mr.’ s account and advises that the charges due on the account are
for services rendered between June of 2016 to December of 2016 and are valid
and correct.In
order to provide the billing statements, Mr. must first validate his
account. Frontier has sent Mr. an authorization code through the mail to
the physical address. Upon receiving the code, Mr. can contact Frontier
and validate his account. I have provided my direct contact information to Mr.
***. Frontier
spoke to Mr. on August 12, 2020 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.
I have to say the experience I am having with Frontier is the worst I have ever had with any company in my life. I have been almost 3 months trying to get service. The 1st tech that came out (20 minutes past the end of the scheduled time) noticed that a main line was down and would a person that can deal with live wires (understandable) so when I call the reschedule they tell me oh someone will be out on Saturday. Well the tech that came out Saturday apparently did not do that work as he never got out of his van, pulled into the driveway then backed out and left, with out saying a word. Now this has been a month ago and I still am not having any answers, Ther so called Executive Customer Relations person that called me only after I spoke with PUCO is really great at talking in cirlcles and blowing smoke up ones tail, is really no help as he does not have any aswers either. I would like to know how absolutely not one person there can give me an answer as to the company ( third party contractor) that is coming out or when they are coming out. Some of the CSRs have been wonderful and then there have been a few that were absolutely rude. Right on down to one telling me that maybe since my job was not that important maybe I should go with another company. (like really this is how your employees talk to customers?) With the work that I do from home I have to have a hard wired internet and unfortunately Frontier is the only one in that area. I do not feel that they really care about the little person at this point. This situation has been a nightmare and I just want it to end. I will be living out at this new home with no way to contact anyone once there as there is no cell service. Hince why I wanted a home phone also (besides just work) So now they have my in a position that if I need help of any kind I will not be able to get it. Great job Frontier way to show the customers that you actually care.
Frontier
CommunicationsThank you for referring the
complaint of Ms.
*** to our office for review. We appreciate Ms. bringing
this matter to our attention.The Complaint states that:Ms. states she is having issued getting her frontier service installed.Frontier has investigated the
above statements and offers the following response:Frontier advises we last communicated with Ms. via email on August 12, 2020 and confirmed the install date is set for September 2, 2020. Frontier advises Ms. has requested no additional telephone calls from the office of the president and is requesting email communication only going forward.Ms. has direct contact information for the future.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: Richard S Department:
Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
I would prefer that this case stay open as I was informed that September 2nd is a tenative date. If they do indeed do the install and it is up and functional on the 2nd then and only then will I consider this matter closed.
Frontier
CommunicationsThank you for referring the
complaint of Ms.
*** to our office for review. We appreciate Ms.
bringing this matter to our attention.The Complaint states that:Ms. requests o leave the Better Business
Bureau Complaint open till the install is completed.Frontier has investigated the
above statements and offers the following response:Frontier advises we emailed Ms. on August 14, 2020 and advised that the complaint with the Revdex.com is due before the install date and must be answered prior to that date.Frontier advised Ms. we are here to help her, and she has direct contact information to reach us for 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.Frontier Specialist: Richard S Department:
Executive Relations
Due to the storm we had lines down. We have not had internet or cable for over a week at this point. Every time we speak to someone in customer service they are very rude to us. Ask us "what is so hard to understand?" They have also said the timeline for it to be fixed is "when you see the truck outside, that's when it will be fixed." There are several people out of service on our street that have to take unpaid time off because they are currently working from home. There is no urge to fix this. I am losing money for my mortgage because I have to take unpaid time off. The response to this has been completely unacceptable.
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 of an extended service
outageFrontier
has investigated the above statements and offers the following response:Service
concerns are addressed as quickly as possible with consideration to the service
affected, medical necessity, inclement weather and other factors.Frontier
advises that Ms.’s service was restored on August 13, 2020.Frontier
has provided a time out of service credit to Ms.’s account.Frontier
apologizes to Ms. for her customer service experience. Frontier isworking
on opportunities to alleviate customer frustration related to customersupport
and technical service.Frontier
attempted to contact Ms. to advise of the above information but was unsuccessful,
Frontier left voicemails with direct contact information.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.
in march 2020 ended service with frontier and sent all equipment back to them on a bill that should of had a balance of 0 I was told I was told I owed 450 dollars for 4 piecesof equipment not returned I have hours trying customer service to resolve issue if you look at bill its clear that I was credited for the equipment but was charged for the exact same equipment on next line of bill a customer service even said it was an error on their part and would make "higher ups "aware of problem and it would be taken care of well today frontier sent letter demanding payment or a bill collection agency would be contacted trying to work with customer service is next to impossible now since I no longer have account with them my passcode I d seems to have been erased from system
Thank you for referring the
complaint of Mr.
*** D. *** 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.
*** states that he was double billed by Frontier for equipment that he
returned and requests that Frontier credit his account for this error. Frontier has investigated the above
statements and offers the following response:Frontier’s
investigation found that Mr. was double billed for returned equipment
in error. Frontier records
indicate that Mr. was billed $700.00 for equipment fees on his May 10,
2020 invoice and $400.00 on his June 10, 2020 invoice.Frontier advises that
three credits were applied to Mr.’s account for this billing error. The first credit was issued on April 25, 2020
in the amount of $322.63. The second
credit was issued on May 18, 2020 in the amount of $451.00. The third credit was issued on August 17,
2020 in the amount of $450.94. Frontier has made
several attempts to contact Mr. regarding this issue and has been
unsuccessful. Frontier mailed a
letter to Mr. to provide the direct contact information for a Frontier
representative if he still needs assistance regarding this complaint. 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.
for 5 weeks now I am trying to move (port) my phone number from Frontier to *** and it was rejected 3 times by Frontier.. Frontier communication continue to bill my account for the entire time.
Frontier CommunicationsThank you for referring the
complaint of *** F. *** to our office for review. We appreciate him
bringing this matter to our attention.The Complaint states that:Mr.
*** advises that he is having difficulty porting his number from
Frontier. Mr.
*** requests that Frontier finishes porting his number and provide
him with three weeks out of service credit. Frontier has investigated the above
statements and offers the following response:Frontier’s investigated
Mr.’s account and determined that Frontier successfully ported Mr.
***’s telephone number on August 12, 2020. Frontier issued a
credit to Mr.’s account on August 13, 2020 in the amount of $40.22. Frontier spoke with Mr.
*** on August 13, 2020 to advise. 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.
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 accepted business response but I am still waiting for the credit (since my phone number was ported I can not access my account online anymore)
Regards
I’m on my 5th installation date every time it get scheduled no one shows up, no calls text email or nothing to at least tell me go yourself At least And were noT showing up.... After the 5 time I finally got a hold of a supervisor Maddy to get there none competent workers under control. The 2nd appointment call took me over 15 min for the lady to get my name and address correct to even pull up the account!!!! All I’m saying is I would ask to talk to a supervisor over there employees, I’m not saying all there employees are bad but 5 of 5 I talked to were ridiculous, well 5 days off work will see if they show Up this time?
I have been a customer of Frontier Communications for a couple of years. At the beginning of July, 2020, I upgraded my internet plan speed from 150mbps to 500mbps. Ever since I initiated the change, I have been met with inconsistent speeds. Frontier exchanged the router they provided to me, initially stating that it appeared to be a faulty router causing the issue but that change didn't help. I then bought by own router and that seemed to help initially but now I am back to inconsistent speeds. Frontier is charging me $65/month for their service of 500mbps yet their speeds have been maxing out at under 100mbps at my home. They offer excuses that don't make sense while they insist on holding me to my contract while not delivering the speed they promised and advertised.
Thank you
for referring the complaint of Mr. *** to our office for review. We
appreciate Mr.
*** bringing this matter to our attention.The
Complaint states that:Mr. advises that he is not getting
the internet speeds he is paying for.Frontier
has investigated the above statements and offers the following response:Frontier
advises that actual Internet speeds and the ability to access various Internet
services will vary as a result of factors including, but not limited to, the
quality of Wi-Fi connection, multiple users or devices on the same connection,
distance from Frontier facilities, and the performance or limitations of
customer wiring and customer-owned equipment. Additional information is
available to customers at https://frontier.com/corporate/internet-disclosures.Frontier
spoke to Mr. on August 11, 2020 and assisted Mr. in
resolving the issue with the internet speeds.Frontier
communicated with Mr. on August 18, 2020 via emailWe 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.