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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For approximately three years Frontier communications has increased our monthly subscription bill (now 3x what it was) while simultaneously and knowingly providing poorer internet service. Frontier refuses to "fix" the intermittent service but requires us to pay for full-time service to our home, which at this time during COVID-19 is also our livelihood. We have complained to customer service and to the corporate offices of Frontier. Its response is to send out trucks and crew to walk around the yard and make up technical excuses to baffle the public. We've heard it all: the weather, the color of the cable lines, the distance from the hub to our home, they brand of router (which they supplied), the acknowledged problems they are having with WiFi updates, the bankruptcy, the fact that corporate does not talk to techs in the field...the list goes on.
The fact is Frontier has been systematically recruiting new subscriptions for lines that are oversold, over capacity. They know they cannot provide the service they are selling - and in New York, that is illegal. This company needs to be both state and federally investigated.
Thank you
for referring the complaint of *** to our office for review. We
appreciate Mr.
*** bringing this matter to our attention.The
Complaint states that:Mr. *** advises
that he has been experiencing intermittent speed and connectivity issues
with his Internet service from Frontier.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.
Customer Internet speeds may vary over time. Frontier’s
Internet speeds are offered in tiers.The high-end of the speed range in a service tier represents the
potential wired maximum speed capability, or maximum provisioned speed, in
that service tier, but is not a statement, representation or guarantee of
the maximum speed a customer will receive.As stated in Frontier’s terms and conditions, “the speed you
receive at a point in time may vary and may be less than your maximum
speed” and “Frontier does not warrant that the service or equipment provided
by Frontier will perform at a particular speed.” Frontier continues to work toward a solution that will improve Mr.
***’ internet service. Frontier has provided direct contact
information.Frontier spoke with Mr. *** on
July 15, 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.
Despite repeated attempts to fix, over 7 hours on the phone with tech support and replacing equipment multiple times, service problem continues to exist. I requested credit for failure to provide service. I was told by tech support I had to ask account billing for that. I contacted account billing, they said I had to go to tech support to verify failure of service before they could issue credit. This is rediculous. The right and left hand is not talking. They suggested sending out a tech onsight but they could not enter the residence during the current health crisis. That would mean I have to give more of my time to possibly fix the issue, but it would obviously require a tech on premise. I suggested simply giveing me a credit for the TV service until they can come in the house to fix the problem, They indicated that could not be done until the issue is resolve. I am not going to pay this bill until they provide some relief. It is no wonder they are in Bankruptcy.
Frontier CommunicationsThank you for referring the
complaint of ***
*** to our office for review. We appreciate him
bringing this matter to our attention. The Complaint states that:Mr.
*** is disputing his bill for services from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier’s investigation
found Mr. made several contacts with Frontier’s Internet help desk
starting May 1, 2020 through May 18, 2020 to report on going issues with his
Frontier services. Frontier issued 2 days out
of service credit to Mr.’s account on May 8, 2020 in the amount of
$14.43. Frontier issued an additional
19 days out of service credit to Mr.’s account on May 28, 2020 I the
amount of $148.72.Frontier advises that Mr.
*** has a pending order to port is service to another provider as of June 1,
2020. A Frontier representative
communicated the above information to Mr. via email at bills.***@gmail.comWe 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.
After not receiving service due to my landlord not allowing it. I called Frontier to Cancel Services. I received a Cancellation Confirmation and then continued to receive bills.. I called again and went through the same Cancellation Process. I, again continued to be billed as if I was using their services. Company refuses to remove me from getting billed after 2 attempts in cancelling my account. I have both email confirmations of my account being deleted as proof. I have had to call my bank and ask them to step in to help get my refunds because Frontier is lacking communication and providing me my refunds.
Thank you for referring the complaint of *** to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises on March 5, 2020 order *** was initiated to disconnect the account effective April 3, 2020. The bill cycle date is the 3rd of the month. Our records indicate that the customer called between bill cycles. Final billing statements may take up to 2 bill cycles to generate.On May 15th and 18th, 2020 I left messages for the customer and provided my contact number. We apologize for the inconvenience this matter may have caused. We trust this information will assist you in closing this complaint.
Sincerely,
Stacey M.
Customer Relations Specialist
I was laid off on March 26 due to covid-19 and called to cancel cable and home phone in my package. They discontinued service that day before I was off of the phone, but billed me for the entire month and did not prorate that month as I was told they would. I would not have cancelled that day, if I had to pay for services I would not receive. Repeated calls have been unsuccessful in resolving this issue. I'm am still paying for full services. Calls have not been returned nor has an explanation or refund been issued. They are rude, they lie a and they are not forthcoming with complete and misleading information.
Thank you for referring the complaint of
Ms.
*** to our office for review. We appreciate Ms.
bringing this matter to our attention.The Complaint states that:Ms. advises she has a billing discrepancy with Frontier.Ms. advises she was told a prorated credit would apply to a following bill and she has not received a full credit.Frontier has investigated the above
statements and offers the following response:Frontier advises that Ms. only received partial credit for the disconnection of tv and phone service and was very close to bill cycle on the date she requested changes.Frontier’s policy is to bill through the bill cycle however due to the change being so close to bill date an exception has been made and the appropriate credits and late fees have been adjusted.Frontier spoke with Ms. on May 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 Ms.
has experienced as a result of the above matter.
I discontinued service with Frontier in Dec 2019. All equipment was sent back as requested and I also had equipment from approx. three months previous that had just been sitting here waiting on a Return Authorization(RA). The reason this equipment was not used was a service technician came out and used his truck stock. I did receive two return RA's. All of the equipment I was currently using was placed in one box and the other equipment that had just been sitting here already was placed in the other box had the attached RA's adhered and sent back via UPS. When I received a overpayment check, I thought this was the end of Frontier. Not so, I have received numerous bills for $89.46 for unreturned equipment. After several phone calls, requesting on more than one occasion to speak to a supervisor and always told they were in a meeting. I got absolutely no where and have been turned over to a Collection team. When they look up my account it comes up zero balance, but hark they have initiated another account. There is no doubt in my mind Frontier Communications has received all of their equipment and I would only like to have this issue resolved so as not to have a negative on my credit score.
Thank you for referring the
complaint of Mr. *** to our office for review. We appreciate Mr. Ferncez
bringing this matter to our attention.The Complaint states that:Mr. advises he was charged for equipment non-return.Frontier has investigated the
above statements and offers the following response:Frontier advises Mr. is unable to secure his
identity so that Frontier may speak with him regarding his account.Frontier sent a customer authorization id
to Mr. on May 15, 2020. Mr. advised he will call when he receives the letter, so we can discuss his
account.Mr. has direct contact
information to reach the office of the president once he receives his customer authorization
id letter.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
Consumer's Original Complaint :
I have not been able to submit my request for my *** Card due to non working websites and/or phone numbers. Frontier Triple Play Offer 6/2019. I have not received my gift card since there is no way to submit the requests. All Emails, Websites and Phone Numbers are either not working or refer to some other portal that does not work. Here is my information. I called Frontier and they gave me the number for a third party that handles their gift cards (***). I could not reach *** so contacted Revdex.com. *** responded by saying they only cared for Online sales and on new service orders that were "Phoned in" to Frontier they did not handle. Call Frontier back and they said that the gift cards were cared for by *** based on their records. I have wasted hours of my own time trying to care for something that should have been much easier to accomplish. At this point Frontier and *** or whoever need to care for this and mail me my Gift Card. Frontier will have to look to see what offer they had at the time of my purchase to see how much I am entitled to. Here is my account information and payment history.
Account #
*** Sign up for AutopayDownload Bill
Bottom of Form
Payment Date
Status
Payment Method
Confirmation
Number
Amount
Apr 21, 2020
Successful
Offline Payment
*** $233.00
Mar 18, 2020
Successful
Offline Payment
*** $241.00
Feb 19, 2020
Successful
Offline Payment
*** $232.00
Feb 12, 2020
Successful
Offline Payment
*** $253.00
Dec 13, 2019
Successful
Offline Payment
*** $233.39
Nov 19, 2019
Successful
Offline Payment
*** $228.00
Oct 18, 2019
Successful
Offline Payment
*** $226.00
Aug 20, 2019
Successful
Offline Payment
*** $249.00
Aug 8, 2019
Successful
Offline Payment
*** $249.00
Jul 18, 2019
Successful
Offline Payment
*** $227.00
Jun 13, 2019
Successful
Offline Payment
*** $203.00
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 not received his promotion of a $200.00
Gift card for becoming a new Frontier customer in July 2018.Frontier has reviewed the above
statements and offers the following response:Frontier spoke with Mr. on
May 18, 2020 and Frontier advised Frontier was not offering a gift card at the
time for new customer that started new service. Frontier advised at the time there
may have been an offer through ***s for new customer signing up on line
to receive a $100.00 gift card. Mr. advised this order was called into
a call center at Frontier.Mr. presented no further questions or
concerns and 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 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
Each month I receive two bills from frontier, and each time I've called and have been repeatedly informed that either there is, or there isnt a payment due. Each time I am told that all the information is correct and yet it seems that every two weeks I get a bill instead of monthly. No one seems to know what they are doing. Now my bill is doubled since my last bill, stating "past due amount" Ive always paid my bill
Frontier states Mr.
ported out his number on February 20, 2020 and then ported his number back to
Frontier on March 8, 2020. When Mr. ported back his
number he was given a new account number. Mr. made a payment to
the ported out account which in turn created a credit balance on that account. Frontier
is in the process of refunding Mr. that payment and he should receive the refund
in approx. 14 to 21 days.Frontier advises a credit
for the late fee on Mr.’s May billing statement has been placed on his
account. Frontier spoke to Mr. on
May 14, 2020 and advised of the above. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that ***
has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
When I began a new job that required me to work exclusively from home, I attempted to upgrade my Frontier internet service. They told me they'd be by between 9 a.m. and 2 p.m. They never showed and instead cut my service entirely. Their customer service was of no help; I probably called them a dozen times, pleading for help and explaining that if I couldn't get online I could lose my job. Nada, nothing, zip. I ended up closing my account and going with ***. This was in late March. Now, in mid-May, I just got a bill from Frontier, telling me my account is past due for April and that I owe almost $100. After they cut my service in MARCH. Avoid Frontier at all costs. Their customer service is terrible, their company is dishonest, and their internet is slow. Know what I'm using as a password on some online accounts? FRONTIER SUCKS! It's remarkably easy to remember. (Oh, and when I called my new boss in tears explaining why I couldn't get online that day, terrified I was going to be fired, he asked me who my provider was. I said it was Frontier, and he said, "Say no more. Everyone knows they suck. You're getting a new provider, right?" Damn straight.)
I switched my telephone and internet service to Frontier Communications installed on March 10,2020. My phone number was to stay the same as in my last supplier. A new number was issued instead which took five days to fix with two of those days with no phone or internet. My first bill was billed to the new number issued to me and was dated 3/06/20, four days before the installation. When my number was corrected I received a bill under that number. There was an amount due of $158.46 that included a one time installation charge on the first bill (3/6). Next bill dated 4/06/20 bill, with still new issued number, is $156.83 with a $1.63 credit?? Next bill dated 4/12/20 under account number for my original number for $231.92. My check was sent for
$156.48 on April 20 and cleared my bank on April 25. I was sent shut-off notices twice while I was in contact with so called customers reps. I find in the end that because in the contract that I agreed to states that if I have the Frontier service for three days I am charged for the whole month. It was their mistake in the beginning for not porting my old phone number over to my account, so when they changed it to the "correct" number they took the liberty of charging the 30 days.
Frontier CommunicationsThank you for referring the
complaint of Robert
*** to our office for review. We appreciate Ms.
bringing this matter to our attention.The Complaint states that:Mr.
*** advises that he had difficulty porting his number to Frontier, he
was first set up with a new telephone number and billed for a month of
service. Mr. advises that
five days later his telephone number was ported to Frontier and billed for
a month of service.Mr.
*** advises that he made one payment for service and does not want to
pay for another month and would like credit applied to his account.Frontier has investigated the above
statements and offers the following response:Frontier advises the first
account with a new telephone number was set up on March 5, 2020 and disconnected
on March 10, 2020. A new port in order with
his old telephone number was set up on March 12, 2020 and was disconnected on
May 7, 2020.Frontier advises that Mr.
made a payment on his new number account and has a zero balance. Credit was applied to his ported in number
account and it now has a zero balance. Mr. will receive a billing statement on June 12, 2020 showing the
zero balance.Frontier spoke with Mr.
on May 27, 2020 and advised him of the above.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.
They are stating that I had two different accounts running at the same time at the same address and all of a sudden there are billing me now for it and it apparently occurred and 2017
Dear Revdex.com:Frontier Communications has received notification of a complaint
from the above individual. According to the complaint:*** is disputing the Frontier charges.Frontier has investigated the above statements and offers
the following response:Upon further review we determined closed accounts with unpaid balances carried over to current account for payment.Frontier advises our expectations are that all customers have a positive experience when requesting assistance with service or billing concerns.We further advise that on May 14, 2020 a Supervisor call back was made to *** to further review actions from accounts to further clarify the total combined balance owed to Frontier.On May 14, 2020 our Frontier Supervisor offered to move the $674.05 charge amount back to dispute because this could not be fraud at the same location; Frontier further offered deferred payment arrangement on total balance and this offer was denied.Frontier further advises of offer to place deferred payment arrangement after moving the $674.05 balance back to old account and this was denied by the consumer. We have advised that she can pay an agreed-on amount and then we would set up the deferred payment arrangement, but consumer did not want to make any payment today but wanted to be restored. We advised cannot restore without payment or at least setting up a deferred payment arrangement.Customer declined offers and advised Frontier to pick up our equipment.She advises will contact small claims court.On May 22, 2020 we advise on an open Legal complaint with this consumer and will be further addressed with this complaint.If *** has any additional questions, please contact the
undersigned.We trust that this information will assist the Bureau in
closing this complaint. Sincerely,Bridget G.
Frontier Communication is overcharging me, claiming that I am one month behind. The month in question is November 2019 - I have provided them banking statement illustrating full payment paid each month since Jan 2018
Thank you for referring the
complaint of *** to our
office for review. We appreciate bringing this matter to our attention.The Complaint states that:Issue 1 Customer states that the 2/7 payment of 62.82 had not posted to the accountFrontier has investigated the above
statements and offers the following response:Response 1 Research found the 01-16-2020 payment was to *** and not FrontierResponse 2 Payment has since been correct and the account is up to dateWe regret any inconvenience that Ms.
*** may have experienced as a
result of the above matter.
On Jan 28, 2020 I called Frontier advising them that the bill for their services is too high and the internet is slow so I am looking into switching to another cable/internet provider. I was transferred to the customer retention/loyalty department and told by a customer service representative (Sydria) that she could lower my bill but it would put me in a contract for a year that would involve an early termination fee. I told her to not to make any changes on my account and that I would call back if I wanted to enroll in this promotional contract. On Jan 31, 2020 I called Frontier and spoke with representative (Tracy) and advised her that I will be cancelling my service with them and going to a different company. On 2 separate occasions when speaking to Frontier representatives I was assured that since I was not in a contract there would be no termination fees. I decided to make the cancel date the last day of my next billing cycle, 3/2/2020. On Feb 27, 2020 I paid my final bill with Frontier in full. On March 6, 2020 I returned all of my Frontier equipment via UPS. On March 25, 2020 I received a bill for monthly service charges with a billing date of 3/3/2020. I called Frontier and spoke with a customer service representative Reilly. I was told that the bill was sent to me in error, that my account was cancelled effective 3/2/2020, that my account has been “zeroed out”, there are no fees, and that I can disregard that bill.
On April 10, 2020 I received another bill from Frontier for $84.25, billing date 4/3/2020. Upon review of this bill I could see they were charging me an early termination fee as well as prorated charges. I called customer service and spoke with customer representative Shefela for over an hour. She informed me that according to their notes, I had entered a “promotion” contract in January. I informed Shefala that this is not correct, that I spoke with a representative in their retention department on 1/28/2020 and advised them that I would not be making any changes to my account at that time. I asked Shefala if they could review that call since their calls are supposed to be recorded, as I did NOT authorize any changes to my account that would warrant being entered into a year’s contract. Shefala said she will put in a dispute to the charges and that she would call me back in 1-30 days time with an answer, once the call is pulled and reviewed and a determination is made. I received a voicemail on April 14th from Shefela saying she was calling to let me know about the dispute I filed and that she would try me back at a later time. She did not leave a call back number or extension. I never heard from her again.
I called Frontier customer service multiple times after that- April 27, May 1, May 6, May 13. The first two times I called l was told by representatives that my dispute was pending and they would escalate the issue to their supervisors and someone would call me back. Never heard back from them or their supervisors. On May 6 I spoke with representative Ramon for almost an hour who looked into this issue and said "everything you're telling me is true" but that in order to have a credit processed to my account it would have to be done by their internal resolution team after they look into the. matter. Ramon told me to call back after 24 hours and there would be a response in the notes. I called back on May 13, 2020 and spoke with Tamika and then two of her supervisors who told me that in the notes the resolution team opened my account to review it on May 9th, but that was all they saw. When I asked to speak with someone who can give me an answer as to the status of my dispute I was told that my account was sent to Collections that very day (5/13). I was told by supervisor Heather that she cannot reach out to their resolution team as they are an "offline team" and they have no phone number or email?? I was told my dispute was closed, but yet resolutions is still "looking into it", and I was told their department can't do anything with my account at this point.
So I've received no answer from anyone at Frontier as to my dispute of the early termination and other charges. No one has given me a reason why I was apparently entered into a promotional contract that ends 1/28/21 without my knowledge or permission. I found out after speaking with the internal collections department at Frontier that my account is actually with a third party collections agency. Not only did Frontier not communicate with me what the status of my dispute/investigation was, but they sent these charges to a collections agency without proper resolution. Their customer service is completely unsatisfactory- no one seemed to know why I was calling even though supposedly each representative I spoke to previously had made detailed notes. The supervisors are even worse, they talk in circles and don't give direct answers. I am looking for resolution to this matter once and for all.
Thank you for referring the complaint of
Ms.
to our office for review. We appreciate Ms. bringing
this matter to our attention.The Complaint states that:Ms. advises she has a billing discrepancy with Frontier.Ms. advises she did not authorize a new contract and is disputing the early termination fee and final billing.Frontier has investigated the above
statements and offers the following response:Frontier advises Ms. called to inquire on new bundle rates and an order was place waiting for verification from her if she wanted to accept that offer and a system issue caused this order to complete adding a new contracted rate.Frontier advises the appropriate credits were applied and the balance on Ms.’s account is now $0. Frontier spoke with Ms. on May 14, 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 Ms.
has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Although I appreciate the fast response I got from the executive relations department regarding the complaint I filed with the Revdex.com, I am still confused as to why the matter couldn't have been settled way before it got to this point. As I said to the Frontier representative who called me yesterday, they need to train their customer service representatives and especially supervisors to be able to appropriately handle customer's accounts. I'm grateful I finally have a resolution to this (thanks to Revdex.com), but after this debacle I will never again be a customer of Frontier's.
Regards
The absolutely worse experience I have ever had with a business. Trying to get a bill handled for 2 years. Just horrendous polices and follow up.
Frontier Communications is wrongly charging their customers for a service that is widely unused. Each month on my bill, there is an Internet Wifi Router fee charged. This fee is charged for renting a router from Frontier Communications. I contacted Technical Support about using our own router and getting the fee removed. Technical support advised that the router we have that is our own and not belonging to Frontier Communications is compatible, but told us we had to speak with Customer Service to have the fee removed. I spoke with Trisha at on May 12, 2020 at 1:35 PM Arizona time who was very rude. She informed us that we are welcome to use our own router but that the Internet Wifi Router fee would not be removed. Frontier Communications is charging their customers who use their own router $8 per month for nothing in return. Frontier Communications should only be charging an Internet Wifi Router fee to customers who use a Frontier router. If not, this fee should not be incurred. It is not only unethical for Frontier Communications to force charge their customers for a service that is unused and unwanted but also sleazy, crooked, and illegal. The service Frontier Communications provides is already way overpriced for what it is, and the company's customer service is terrible to go along with it.
Thank you for referring the complaint of
Ms. to our office for review. We appreciate Ms.
bringing this matter to our attention.The Complaint states that:Ms. advises she is disputing the billing for the router monthly with Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipmentFrontier sent a new router to Ms. and was delivered May 15, 2020 by UPS.Frontier has been unsuccessful in our attempts to reach Ms. and advise of the above information. Frontier has left their direct contact information if Ms. has further questions.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.
To whom this may concerm:
I moved into a rental townhouse in Temecula, CA on 4/6/20. On 4/6 my Frontier Box that was already installed in my home was turned on (the services of Frontier were already installed in my home). Today I received a bill for $250.40 from Frontier for one month of service. Their internet was sold to me at a rate of $39.99 per month plus the $10.00 fee for using their router. When I called customer service at Frontier and spoke with Chris from their retention department he told me that I was charged $25.00 for the installation fee (nothing was installed, unit was already here), $9.99 fore equipment delivery and handling and $75.00 for the high speed internet installation fee. MY EQUIPMENT WAS ALREADY INSTALLED. When I spoke with Chris on the phone he told me there was nothing he can do. This is unethical. Nothing was done in my house once so ever in terms of installation, equipment handling etc.
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.Mr. advises he was billed a tech fee and handling fee he was not advised about.Frontier has investigated the above
statements and offers the following response:Frontier advises the appropriate credit has been applied to the account and the current balance is $159.72Frontier has been unsuccessful in our attempts to speak with Mr. we have sent an email 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.
Hello,
According to my internet contract with the fronted order number: *** dated October 29,2019. On the phone, I was promised Fios internet 500/500 service for monthly $55.14 through October 2020. and They bent me in writing. I just find out since February 2020 they have been billing me $80.53.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. advises his promotional rate expired and was placed on a lower speed.
Frontier has investigated the above statements and offers the following response:Frontier advises Mr. subscribed to FiOS 500/500 for $50.00, $20.00 discount through January 12, 2020(this is printed on each monthly statement), WiFi Router $5.00 for a total of $55.00 before applicable taxes and surcharges.
On statement date February 5, 2020 Mr. was billed $70.00 for FiOS 500/500, $5.00 WiFi Router, total monthly rate $75.00, excluding applicable taxes and surcharges.
Records show service order 72846759 completed May 12, 2020 changing Mr. to FiOS 150/150 for $50.00 excluding taxes and surcharges.Additionally, as a one-time courtesy credits totaling $79.22 were applied for the rated difference from February to May. This will reflect in one to two bill cycles.
On May 27, 2020 service order 72919627 completed establishing Mr. on FiOS 500/500 for $39.99, router fee $10.00 for 12 months. On the 13th month the rate will increase to $49.99 with a $10.00 router fee.
Frontier attempted unsuccessfully to reach Mr., however direct contact information was left on a voice message.
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’ve been contacting this company for almost the past month in regards to their internet service. It has continued to shut on and off throughout the day. I’ve spoken to technical support the first time and they told me it’s a faulty line. They’ve send out their technician to fix it and the issue was resolved temporarily the first time. The second time it occurred again and they were unable to fix the problem. The third time I called and they told me that it’s a congestion issue due to Co-vid 19.
When I’ve received the service I was told that I have a separate network line which I wouldn’t be sharing network service with other people in the area. It doesn’t make sense to me why my internet is being shut off and on constantly.
If I tried to leave Frontier then I have to pay an early cancellation fee. As a result, I’m stuck in a hard place and are sending a complaint in hopes of some resolution.
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 has been
experiencing service issues with his Frontier Internet service. Mr. is requesting that
Frontier complete all needed repairs to restore properly working Internet
service. Frontier has investigated the above
statements and offers the following response:Frontier issued an internal, second
level Internet repair ticket that would allow a second level, internal
technician to work with Mr. Watson. Frontier records show that a field
repair ticket was issued the same day, May 13, 2020, to allow a technician to
be dispatched. Frontier records show that a
Frontier technician was dispatched on May 14, 2020. The technician changed and
updated the Network Interface Device and removed a bridge tap. Once the repair
was completed, the technician confirmed properly working Internet service. Frontier allowed time to confirm
that the Internet service was continuing to work properly. Frontier issued all needed out of
service credits. We regret any inconvenience that *** may have experienced as a result of the above matter.
IN ORDER TO SAVE MONEY FOR MY BUSINESS I HAD TO DROP MY FRONTIER BUSINESS INTERNET AND LAND LINE PHONE SERVICE AND PORT MY BUSINESS PHONE NUMBER OVER TO MY CELL PHONE PROVIDER *** TO SAVE MONEY. I WAS SENT A PAST DUE NOTICE FROM FRONTIER FOR $718.18. FRONTIER TOLD ME THAT IT WAS PART OF MY CONTRACT THAT BECAUSE I SINGED A 2 YEAR CONTRACT WITH THEM THE $718.18 WAS DUE. I ASKED THEM WHY THEY DID NOT INVOICE ME BUT INSTEAD PUT ME INTO COLLECTIONS.
Frontier CommunicationsThank you for referring the
complaint of C *** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr.
*** states he moved his services to another provider to save money and
was billed an early termination fee. Frontier has investigated the above
statements and offers the following response:Frontier has investigated Mr.
*** complaint and advises the services Mr. subscribed too had a two-year
term agreement which provided monthly discounts. Frontier’s records show a
signed two-year term agreement made by Mr. that started on May 30, 2019
and ends on May 29, 2021. Frontier sent monthly
statements in April and May showing the early termination charges and the balance
remaining for his account. Frontier spoke with Mr.
*** on May 22, 2020 and discussed the above information and advised the
early termination fee is valid. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may
have experienced as a result of the above matter.Frontier Specialist: Christopher
C*** Department: Consumer
Relations
Frontier Communications continues to bill me for *** services even though I canceled Frontier and *** on Marcy 11, 2020. I have called them 3/11/20, 3/27/20, 4/7/20, 4/8/20, 5/5/20, and 5/12/20 to complain that I am still being billed. Frontier blames ***; *** blames Frontier. The bill comes from Frontier and they have threatened on the last bill to send it to collections. I paid that bill to avoid collections. I got another $161.43 bill yesterday and Frontier said they haven't heard anything from ***, and that I need to pay. Please help resolve this as they obviously aren't communicating and they are putting my good credit in jeopardy.
Thank you for referring the complaint of
*** to our office for review. We
appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms. advises that she cancelled her home phone service with Frontier
and TV service with *** Network TV services effective March 11, 2020, but
Frontier continues to bill her for *** service.Ms. advises that she is expecting a refund from *** and
would like to stop receiving bills from Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises that the cancellation
of her home phone service was effective March 11, 2020, and she did receive a
partial month credit for the days in the bill cycle that her service was no
longer active. That brought her previous
balance from $191.22 to $161.43. Frontier
contacted *** and was informed that the cancellation of Ms.’s TV
service was not effective until March 27, 2020. Frontier advises that they pay *** for
TV service prior to invoicing the customer. The balance of $161.43 that Ms. had been disputing was a result
of charges from *** Network, incurred for the month of March 2020. Frontier also advises that they were informed
by *** that no credit is due to the customer for the TV service based on the
cancellation effective date. Frontier advises that Ms. paid
her bill in full in the amount of $161.43 and currently
has a zero balance. She will receive a
statement confirming the zero balance after June 1, 2020. Frontier spoke with Ms. on May
12, 2020 and advised her of the above information. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of the
above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Although this sounds the most promising of all the different explanations I received from Frontier, I won't really know if it's resolved until after June 1st when they say I will get a zero balance statement. Because they will not send one out now, I anticipate either the zero balance statement or a notice it will go to collections. Also, I did cancel *** on March 11th. Frontier states *** said I canceled March 27th, and on the phone Frontier told me *** told them it was April 8th. Neither are true. The poor communication between Frontier and *** has cost me time and money.
Regards
Thank you for referring the rebuttal of
*** to our office for review. We
appreciate Ms. bringing this matter to our attention.The Rebuttal states that:Ms. advises that she would like to receive a statement
confirming that she currently has a zero balance with Frontier, in order
to avoid receiving a collections notice.Frontier has investigated the above
statements and offers the following response:Frontier advises that Ms. paid
her balance in full on May 5, 2020, so no collections activity will take
place. Frontier advises that Ms.’s next
statement will generate on June 1, 2020, which is the starting date of her next
billing cycle. Since customer invoices
go out once a month, Frontier has sent Ms. an email confirming that she
currently has a zero balance. She can
keep the email for her reference until she receives her
statement in June 2020.Frontier spoke with Ms. on May
13, 2020 and discussed the above information. She was satisfied with the resolution.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.
Dear Revdex.com, I was a new consumer with Frontier Communications starting April 6th, 2020. I agreed to have their company provide me with their internet services - basic wifi. I was informed that my monthly rate of $44.99 would be my billing price every month for the basic Wifi. I was also informed that there would be a $75 technician fee that would be split into the first 3 months.
I have cancelled my services with Frontier Communications due to the simple fact that my internet was not working whatsoever. I called their support team numerous amounts of times and they had sent out another technician and try to resolve the issue which never truly got resolved. To this day I am not sure what was causing my internet connection to fail, but I only had somewhat of internet usage or a total of less than 2 complete weeks. Starting the beginning of this month of May, I called to cancel my service with them since my internet was not provided as promised. I then switched over to Spectrum which suits my needs much more than previously failed internet provided by Frontier. Frontier Communications is now claiming that I still need to pay the remaining amount of $ 133.58 for their service, which I find completely incompetent and ridiculous given they never provided stable service to begin with.
Thank you for referring the complaint of Ms. *** to our
office for review. We appreciate your bringing this matter to our attention.According to the complaint: Ms. states Frontier billed for internet service that worked intermittently.Frontier has investigated the above statement and offers the
following response:The order to establish internet was completed on April 6, 2020. Ms. reported trouble with the service on April 7, 2020.On April 8, 2020 a technician was dispatched to the premise and repaired a damaged section of cable, which restored the service. No additional reports of trouble were made. Ms. requested to terminate the service on May 5, 2020. Frontier bills one month in advance and does not prorate if service is terminated before the bill date. In this case Ms. was billed through May 6, 2020. Based on the repair history no adjustments are warranted regarding this matter. The final balance is $133.55. We trust this information will assist you in closing this
complaint. Frontier apologizes for any inconvenience the customer has
experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations