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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We ordered internet svc through Frontier Communications on 2/21/2020. On 3/10/2020 technician confirmed they do not have service to provide our area and cannot complete work. The order was cancelled by Frontier. Frontier has billed us 3 months now and is threatening to turn us into a collection agency. Their billing dept cannot grasp the situation and refuses to close our account that never came to fruition. Ii call everytime I get a bill to attempt to have them correct this but it gets worse each month. I have email communications with the head of technical department acknowledging cancellation in March due to Frontier not having the capability to provide service in our area.
Thank you for referring the complaint of Mrs. 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 that the account was disconnected effective March 2, 2020.
Credit in the amount of $252.16 was issued to zero out the account. Please allow 1-2 bill cycles for credit to post.
On May 21, 2020 I left a message for Mrs. relaying the above information. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. although Frontier still fails to recognize there never was service to disconnect as no service can be provided to our area.. nor has anyone from Frontier attempted to contact us other than Michael M who is head of the Tech Dept as he informed us they do not have the necessary equipment to bring service to our location. We will still check our credit report to ensure Frontier does not report a false report regarding failure to pay when we should NEVER have received a bill in the first place for a non existent account.
Regards
Frontier Communications' services had always been unsatisfactory, but we didn't have a choice because they are the only internet service provider in our area. My family and I recently moved so we canceled our existing service a week ahead of the actual move date. Frontier doesn't service the new area we are moving to. The rep we talked to on the cancellation never told us that (1) there'll be a cancellation service fee of $10.81 including taxes (there is no contract, only on a month-to-month basis), and (2) we had to pay the full monthly fee even though the service was disconnected in mid month. This just doesn't seem to be an honest and a customer driven company.
Frontier Communications charges me $58.99 monthly fee for 6 mbs of internet service, however, I haven't received even half of that service. I am currently (and have been for years) running on 0.4-1.3 mbs and Frontier refuses to refund me for the service I am not receiving and refuses to send a technician to my area. I feel Frontier communications is taking advantage of their customers, breaking their contract, and not offering any customer support.
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 she has been experiencing intermittent speed and connectivity issues with her 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, among other things. Frontier has investigated Ms.’s account and has
determined that Ms. resides in an area where high Internet usage
during peak periods could be affecting Internet service speeds. Frontier records indicate the customer is billed for the speed she is receiving. Frontier apologizes for any inconvenience the above matter caused.We have provided the customer with our direct contact information. We trust that this information will assist you in closing this complaint.Sincerely,Sandi B.Frontier
Communications
I ordered service on Friday, May 8th to be receiving self install equipment today, May 11th. I did not receive the equipment and called Frontier customer service. I spoke with a Mary who couldn't find any tracking information for equipment. She told me that she would send another package with my equipment via priority 2 day air mail and that I would receive the UPS tracking number today. She gave me a case number 209 597 770# . I never received a tracking number and now I am really disappointed with the lack of service and also the seeming lack of togetherness. So I called back and spoke with Casey, operator number ***. I asked him to cancel the order and he did do that but failed to tell me that I would still be charged (I received an email saying such,) an equipment fee of $9.99!!!! How is that when I have not received nor handled ANY equipment, in fact that is why I canceled. He also said I would not get my deposit back for two billing cycles! He tried to defer like another credit company was handling the deposit so I asked for their name and he said it was within Frontier. There is absolutely no solidity from this organization.... How in the world am I being charged for something I never received or used!
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. stated she was waiting on a refund for her deposit.Ms. wanted to have no fees for her cancelled service. Frontier has investigated the above
statements and offers the following response:Frontier advises that we have reversed the charges to Ms. credit card.Frontier advises that we will follow up to make sure that the billing is corrected.Frontier spoke with Ms. on May 15, 2020, and advised of the above. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms.
*** has experienced as a result of the
above matter.
Frontier Communications was unable to provide a stable internet connection at my residence after I had opened an account with them for internet service. Everyday the internet service would cease to function causing my to call their customer support/ technical support specialists. Each time I spoke with their support members, they would provide the same instructions to power-cycle the Frontier provided internet router. I followed their directions each time; however, the internet service would not fuction. At no time during the duration of my account with Frontier did the internet work properly at my residence. Many failed attempts by Frontier phone support led to a required visit from Frontier technician to my residence. Upon this visit, the technician did not enter my residence to troubleshoot the issue. The technician assured me that the problem was fixed at the "main hub" outside, down the street. Unfortunately for me, the problem persisted and no internet connection was made within my residence. Again, I called Frontier technical support. This time a support specialist informed me that they would have to charge me for another house visit. I frustratingly declined and decided to cancel my account with Frontier. I had spent many hours of my time on hold and on the phone with their specialists without any resolution to my internet issue being made. Upon canceling my service, I explained to the customer service agent that the internet service for which they have billed me was never provided as they advertised. I received a bill for $199.96 for internet service which was not provided. I immediately disputed this bill by calling Frontier. A Frontier customer service agent apologized for their inability to provide their advertised internet service and informed me that they would issue a credit for the $199.96 billed to me. The Frontier representative provided me with a reference number and informed me that it may take up to 90 days for the credit to be issued. Friday of last week (5/8/2020), I received a notice from *** informing me that I have an account that has gone to collection. Frontier, without providing me notice, has sent my account to collections for $199.96. I was told this balance would be credited and removed from my account within 90 days. However, Frontier instead sent the account to collection. This has affected my credit score.
Thank you for referring the complaint of
Mr. Tim
*** to our office for review. We appreciate Mr. for bringing
this matter to our attention.According to the complaint:Mr.
*** advises that he experienced Internet connectivity issues since installed
on October 26, 2019.Frontier has investigated the above statements
and offers the following response: Frontier
advises that Mr.’s account is closed effective December 2, 2019.Upon
investigation, Frontier has determined that the Internet service was installed
and shows usage in the month of November and two days in December 2019. Frontier advises the October 27, 2019 bill
statement is valid.Frontier
applied a credit adjustment to Mr.’s account for the November 27, 2019
bill statement. Frontier
apologizes to Mr. for his customer service experience. Frontier is working on opportunities to
alleviate customer frustration related to customer support and technical
serviceFrontier
communicated the above information and included direct contact information via
email.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of
the above matter.
I have telephone & internet with Frontier Communications. On May 27, 2019 a EF4 tornado hit my home and neighborhood causing loss of phone & internet service. Service was restored on August 28, 2019. Frontier continued billing me for service during the outage and I continued paying the bills. I contacted Frontier customer service many times during the outage and after service was restored requesting a credit for the 92 days without service. They have said several times over the last eleven months that a credit would appear on my next bill, it never has. I was without service a total of 92 days. I calculate that they owe me a credit or refund of $318.33. The following is a summary of the claim. May billing cycle- 7 days no service @ $3.30/day =$23.10. June billing cycle-30 days no service @ $3.71/day = $111.31. July billing cycle-31 days no service @ $3.34/day = $103.76. August billing cycle-24 days no service @ $3.34/day = $80.16. Total = $318.33
The Complaint states that:Mr. advises
that he is seeking time out of service credit for an outage of his
Frontier services. 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
our records indicate that Mr. reported his Frontier service out of
service on June 2, 2019, and the repair was completed August 28, 2019.Frontier advises that
time out of service credit for the all eligible products for the above
referenced period of time was issued on May 19, 2020. Frontier advises that
despite our best efforts, we were unable to reach Mr. to discuss his
complaint. Direct contact information has been provided.
my bill keeps changing for ine reason or another ebery time I call I am being tokd uts because if late fees or because of a bill from 5 or 6 months ago that has already been paid. I have have to call there office of the president in order to get a clear answer which is always oh you where charged for equipment you already returned I'll have to create a ticket and get back to you. And they never do and I have to keep calling them back.
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 she was billed equipment that she has already returned.Frontier has investigated the above statements
and offers the following response: Frontier
applied a credit adjustment for the total equipment charges to Ms.’s
account. Please allow 1 to 2 billing
cycles for the credit. Frontier
apologizes to Ms. for her customer service experience. Frontier is working on opportunities to
alleviate customer frustration related to customer support and technician
service.Frontier
has set a follow up date to review Ms.’s account to verify the
accuracy in 1 to 2 billing cycles.Frontier
spoke to Ms. on May 12, 2020 and communicated the above information
and included direct contact information.Frontier
has set a follow date to verify the May 25, 2020 and June 25, 2020 bill
statements for accuracy.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.
I ordered new Frontier Internet service (order # ***). The installation was scheduled for 5/6/2020. I have my own equipment and installed everything on my own before the installation. I called the customer service before the appointment to cancel the technician visit because it was already done. I was told they must send the technician to complete the order process. When technician came, he didn't install anything nor did anything outside the house. The technician told me that everything is working, and I'm using my own router, he doesn't need to do anything and will put the note on my account. I called the customer service the next day, they refuse to refund me the installation fee nor the equipment delivery fee. This is ridiculous since there was no installation performed and there was nothing delivered to me! I'm also charged monthly router fee even when I'm using my own router.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. advises he was billed $75.00 for installation and $9.99 Equipment delivery fee.
Mr. advises he is billed $10 for Router fee.
Frontier has investigated the above statements and offers the following response:Frontier advises the $75.00 installation fee encompasses programming and technician installation. The fee is valid and sustained.
Records show Mr. was billed $9.99 Equipment handling fee.
On May 11, 2020 a credit for $10.76 was applied for the Equipment handling fee.
Our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipment.
Frontier spoke with Mr. who indicated satisfaction with the resolution.
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.
Although my mailing address in in Monmouth, IL, I live with the account holder, *** at street address of *** in ***, IL. Account # line ***. On May 3rd at 10:37Am, I reported our internet service had went down. I sent photos of both my laptop not connecting & our router showing what lights were working. I was first told It came on later that day on it' own. On Saturday May 9th at 7:26am, it went down again. I disclosed I am COVID19 positive and need the internet to "telemed" with Doctors. I was then told there were no outages reported in our area and then asked how many devices we were attempting to connect. My phone is covered by an additional internet carrier but does use home wifi as do we have ipads and laptop, nothing was connecting. I was then told "While troubleshooting your connectivity issue, I discovered you are in an area that currently has a high number of users, which is directly related to your frequent disconnect issue. When all the users in this area are accessing data at the same time, it causes a bottleneck and reduces the quality of everyone’s service. I can see here that your issue had been escalated to our Account Management Team as well" then they said "Techs will do their best to have this fixed remotely the soonest time possible". Some woman with the company named "Jane" at *** ext *** called and said it was our router and she wanted to send a new one. We were without internet until Monday morning when a technician arrived on site in town, there is a cable box owned by this company that has had a previous problem and once again, this is where the problem was. It had nothing to do with "bottlenecking" of internet traffic or our home router. The technician lives within 30 mins of our home and explained this company no longer dispatches technicians on weekends and he knew upon reading the escalated conversation via Facebook messenger, that the problem was more than likely the companies problem and prioritized our repair ticket first. The woman I spoke with "Jane", told me she labeled this as a medical emergency yet nothing was done until Monday.
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. stated his internet went down. Frontier
has investigated the above statements and offers the following response:Frontier records indicate a trouble ticket was created on May 9, 2020 and repaired on May 11, 2020.On May 12, 2020 we called and spoke with the customer and provided our direct contact information.Frontier issued a credit on May 19, 2020 for OOS Internet which has posted to his account.Frontier apologizes for any inconvenience the above matter caused. We trust that this information will assist you in closing this complaint.Sincerely,Sandi B.Frontier Communications
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. As stated to Frontier Communications, there is a cable connection box down the street from our home, no where near our property that continually has service issues and this box needs to be replaced, repaired or reinforced so as to provide uninterrupted service to multiple customers. This problem had nothing to do with our home but a flaw in their wiring or cable.
Regards
Frontier Communication charge us the whole month of service even though we request to disconnect our service before the month end. Our billing cycle is from May 7 to June 6 and we requested to disconnect to day 05/11/20 and they want us to pay until 06/06/20 instead of prorate charge of 5 days.
Also they are charging us for an early termination of service which we never know about. We were not informed about their promotion during the initial installation. When ask to show proof of agreement they refer us to a false website information.
Over all this is a bad business practice to lure people into signing up of their service without proper disclosure.
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 was billed for a
full month of service even though he wanted to end his service earlier.Mr. stated he did not want to pay for the
early termination fee.Frontier
has investigated the above statements and offers the following response:Frontier advises we have disconnected Mr.’s account as of May 13, 2020.Frontier will follow up to make sure billing ends on May 13, 2020. As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of the billing cycle. Frontier advises Mr. was receiving discounts based on a term agreement.Since Mr. ended service prior to the end of the term agreement, the early termination fee is valid.Frontier spoke with Mr. on May 13, 2020, and advised of the above. We
trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the
above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
We have been a frontier customer in 2 different homes in the last 5 years. In the month of March 2020 our bill had increased by $10 and therefore contacted Frontier. The representative proposed that our service will be increased to 75/75 at the same price as 50/50 and hence we accepted. The next months bill was higher by $28.96 and it was paid thru autopay . Now Frontier call center was contacted again and we complained of the issue. They mentioned that resolution will take 7-14 days and we agreed considering people are not working in offices due to COVID19. In the meantime the next bill was higher by $22.82. After 21 days we contacted Frontier again and there representative said there was not response as yet. Having waited for 3 weeks with such bad service, we decided to disconnect FIOS due to lack of resolution. We now receive an email to pay termination charges and broadband processing fee and taxes amounting to another $67.86. It takes more than 60 mins everytime to talk to the representatives at Frontier and unfortunately there is no access to supervisor or senior people. It has been a hindrance to performing my and my family performing day to day work resulting in a lot of agony for us due to inconsistent/incoherent service from Frontier.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. advises he was not advised of the Broadband disconnect fee.
Mr. advised he was billed higher than quoted.Frontier has investigated the above statements and offers the following response:
Research located service order 76793745 completed March 14, 2020 establishing Mr. on FiOS 75/75 for $55.00 per month excluding taxes and surcharges. On bill date April 1, 2020 Mr. was billed $80.76 this was for a month of service plus pro-rated charges and credits. Additional research determined a service order error caused Mr.’s service to bill higher than quoted. On bill date May 1, 2020 Mr. was billed $72.62 for FiOS 75/75. On May 09, 2020 a credit of $30.16 was applied for the rate difference. This should reflect on bill date June 1, 2020. Records show service order 77148583 completed May 11, 2020 disconnecting service with Frontier. On May 13, 2020 a credit of $42.62 was applied brining the balance to zero. Additionally, a credit of $9.99 was applied for the Broadband Disconnect Processing fee that will be billed on statement date June 1, 2020. Frontier spoke with Mr. and provided the above resolution. Additionally, Mr. has direct contact information should he have any additional questions or concerns regarding this matter. 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.
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. We would like to ensure the response as stated here is executed by Frontier. Also the representative who talked to be confirmed listening to the calls and apologized clearly for the bad service which was given to us. I don't see those details in the written response from Frontier.
Regards
Until January 2020 I was a 21 year customer of Frontier Communications (previously Verizon), and throughout the years we have experienced continual deterioration of service/customer service, botched billing, poor record keeping, missed service appointments and ever increasing wait times day or night at customer service, tech and billing.These issues culminated during the final few years into completely unreliable and unprepared phone and in particular internet service from the old neglected copper DSL lines. Most knowledgeable and honest service techs will tell you what bad shape the old cracked lines are in and that there is not much they can do about it with no upgrades in sight (as we had been promised for years). The service got so bad that during any sort of wet precipitation the service was out, for hours or days depending on the weather. Even on good days, days upon end the internet service was not an "outage" but running so slow that simple functions would time out rendering it useless.The final straw in Jan was another missing service appointment and a replacement router that was sent to my name but the wrong STATE, city, and Street; I have the UPS shipping info. Frontier refused to send another new router until I return the one just sent to the wrong state and stated there was nothing else they could do for me.Not surprising, any notes in my account dealing with the router and many other recent contacts magically disappeared from my file. That prompted a new service provider search. I stated to Frontier that payment was being withheld until these problems were resolved. After leaving Frontier the final bill came with overages for the final days of service. I am withholding payment for services not rendered.
Thank you for referring the complaint of
*** to our office for review. We
appreciate him bringing this matter to our attention.In the complaint Mr. expressed
concern regarding continual deterioration of service, customer service, botched
billing poor record keeping, missed service appointments and increasing hold
times. He stated these issues prompted a
new service provider search and after leaving Frontier, the final bill came
with overages for the final days of service. He is withholding payment for services not rendered. Our records indicate account currently has
a balance due of $318.38. This balance
includes charges billed prior to porting out the service January 29, 2020. The last payment made to this account was
for the October 16, 2019 billing statement. The payment of $112.54 posted on the November16, 2019 statement. The charge for November was also
$112.54. The December 16, 2019 billing statement
reflected the previous balance of $112.54, there was no payment received, which
brought the past due balance forward. The charge for December totaled $123.90, which brought the total account
balance to $236.44.The January 16, 2020 statement reflected
the previous balance of $236.44, there was no payment received, which brought
forward the past due amount of $236.44. The charge for January was $122.31, which brought the total balance to
$358.75. This was the last statement
that included new charges.The February 16, 2020 statement reflected
the previous balance of $358.75, there was no payment received, a credit of
$31.83 was applied. The balance was
reduced to $326.92. This same balance
carried over to the March 16, 2020 statement. On the April 16, 2020 statement there as a
credit of $8.54, which further reduced the total to $318.38. This is the balance that remains outstanding
on the account at this time. The customer reported trouble with the
router, which was reported on May 21, 2019. The ticket was completed on May 29, 2019. The customer reported trouble of frequent
disconnects on June 14, 2019. The issue
was isolated to a home filter, as there were no problems found on the outside
line. The customer had an issue with internet
reported September 14, 2019. This ticket
*** was completed on September 18, 2019. The listed trouble tickets do not indicate the customer was completely without
service but did reflect internet trouble. Frontier issues credit for time out service when the outage exceeds
24-hours.Mr. subscribed to Digital Phone
Unlimited for $30.99, Broadband Ultimate for $39.99, Digital Phone Unlimited
Feature Package for $4.99 the Inside Wire Maintenance Plan for $10.00. The services and products subtotal was $85.97
before any taxes and other fees. This
rate appeared on the bill from April 2019 – November 2019. The December bill reflected a $1.00
increase to $5.99 for the Digital Phone Unlimited Feature Package, the Inside
Wire Maintenance was removed, but the Frontier Secure Identity Security Bundle
was added for $10.99. This statement
reflected a subtotal of $87.96 before taxes and other fees. The November statement included the
notification of the increase and stated the following. “Beginning with your next bill, your Digital Phone Unlimited Feature
Package will increase $1.00 per month. Questions? Please contact
customer service”. Frontier bills through the end of the
billing cycle and no longer issue prorated credits after the disconnection of
service. Prior to porting out, the
customer balance was $358.75, which Mr. is disputing. The outstanding balance is $318.38. If Mr. can provide an explanation of
what the billing discrepancies are, we can look further into the matter. Additionally, if Mr. has a record of reports
for out of service issues, we can consider those as well. Finally, Frontier bills through the end of
the bill cycle, which is why he did not receive any prorated credits for
services billed on the January 16, 2020 billing statement. Service was charged a full bill period January
16th – February 15th. Frontier’s billing policy changed in June of 2017. The notice on the June 16, 2017 billing
statement advised, “IMPORTANT
NOTICE ABOUT YOUR INTERNET AND VANTAGE VOICE/FiOS DIGITAL VOICE (VoIP) SERVICES:“Frontier has updated the Terms of Service
(TOS) that apply to your Frontier High Speed Internetservices and if applicable, your VoIP or
Digital Voice services. The updated
Frontier TOS areposted at www.frontier.com/terms/ and
enclosed in this bill. By using or
paying for your Frontierservices, you are agreeing to the updated
TOS. If you wish to remain subject to
the previously applicable terms of service (also posted at
www.frontier.com/terms/) you must call within 30 days of this
bill. You may also contact this number
if you have questions regarding the updated Frontier TOS”. Additionally, this same billing statement
included an insert, which advised customers “Important Information Related to TV And
Internet Billing… As set forth in the applicable Frontier Terms of service (https://frontier.com/corporate/terms)
and the notice previously provided to you, termination of TV and/or Internet
services is effective on the last day of your billing cycle. Services will
remain available to you through the end of the billing cycle for which you have
been billed in advance. No partial month credits or refunds will be provided
for services previously billed. Questions? please contact customer service”.Mr. has been receiving a discount
monthly for the telephone and internet since March 2017 – March 2020. These discounts have allowed the monthly rate
of the telephone to remain $30.99 and the internet to $39.99 for the past three
years. Bill increases have applied to
the Digital Phone Unlimited Feature Package and Inside Wire Maintenance, taxes
and other fees, with notifications provided on the billing statement the prior
month. We sincerely apologize for the
inconvenience this matter has caused. Should
he wish to discuss this matter further, I can be reached at EXT
***Sincerely,Felicia TExecutive Customer RelationsFRONTIER COMMUNICATIONS
Please Please Please do not get internet service from Frontier.
I am 86 years old today I closed my frontier account because I was paying 100 mbs speed for $58 per month. To closed the account they are charging me $9.99 Which I will not pay.
I spoke to the Representative and he was very very rude.
What Happen to ALL AMERICAN SPIRIT. THEY CARE ACT, THE CONSUMER ACT.
There is no LOVE for Senors any more.
That is the Reason most Big Corp go out of Business. And Frontier you will be one of them soon.
I switched my service 4/25/20 and received an order confirmation that my next bill cycle, starting 5/1/20 would be the internet only price. My service for television and phone cut off on 4/30/20. I never received my return kits for the equipment due to an employee error of not entering the request for the return kits. On 5/8/20 we received a bill for the time period of 5/1/20 to 5/31/2o for the entire phone, cable, and internet price plus the equipment rental. Per the customer service rep I was being charged the full amount because I had not sent back my equipment. Per the cancellation policy I have 30 days to return equipment (which I was not in that timeframe, plus returning was impossible since the company had not sent my return kits until I called to check on them on 5/7/20), and my service was switched over before the new billing cycle started so I did not meet the "have to pay the whole month because I was already in the cycle" The customer service agent refused correct my bill to match the correct service I was receiving from the START of my bill cycle and said I would have to pay and wait a month for a credit. Also the only reason my service was not switched on the 25th of april when I called to change is that the customer service agent then said I had to wait until the 30th to match my bill cycle.
May 12, 2020Revdex.com ID#: 14347670Thank you for referring
the complaint of *** to our office for review. We appreciate her bringing this matter to our
attention.In the complaint Ms.
*** expressed concern regarding switching her service April 25, 2020 and
receiving order confirmation that her next bill cycle (May 1st)
would include internet charges only. The
May 1, 2020 billing statement included charges for the Triple Play for the
month.Our records indicate
there was an order placed on April 25, 2020 to remove telephone and TV
service. The order was due dated for
April 30, 2020, which was customers last day of the billing cycle. The following statement generated on May 1,
2020. This statement included charges
for the Triple Play, which included the telephone, internet and TV
services. Due to the April 30th completion date and May 1stnew bill cycle, time did not permit
requested services to be removed. This
caused the May 1, 2020 billing statement to include all products at full rate.On May 12, 2020 the
customer was credited $144.21 for telephone and TV charges billed after April
30, 2020. The remaining balance of
$13.22 covers the period May 1 - May 8
for internet charges. The final billing
statement will include the $9.99 Broadband Disconnection fee. We sincerely apologize
for the difficulty Ms. experienced as a result of the above
matter. Should Ms. wish
to discuss this matter further, I can be reached at ***Thank you,Felicia TExecutive Customer
RelationsFRONTIER COMMUNICATIONS
Frontier Communications pushes its internet service members to go out during the Pandemic Covid-19 to return the equipment to a UPS office. I've tried numerous times not to ask me to send the equipment back during this pandemic but they did call/text/email anyway.
They've charged me a fee of $100 on my bill and further pushing me to step outside to go return the equipment and their Billing rep named "Sivaan" says, I'll not die if I go out. Yes, there was some anger on my part and he cares nothing about the customer's concern and this guy is detrimental to the customers and the Frontier itself.
First of all, asking people to go out and return equipment during a pandemic is irresponsible on the part of the company and sending email from the "VP of Marketing", "CEO etc saying that they are here to HELP... which shows up no where.
I DON'T WANT YOUR EQUIPMENT. I SAY IT AGAIN, I DON'T WANT YOUR EQUIPMENT. I AM READY TO RETURN IT BY OTHER MEANS. They are NOT ready to give me an option to put the equipment out with a USPS label or arrange for a UPS pickup.
THIS IS NOT ACCEPTABLE TO PUSH PEOPLE TO GO OUTSIDE AGAINST THEIR WILL AND FURTHER CHARGE THEM WITH A $100 CHARGE TO MAKE THEM GO OUT.
This shows lack of respect and concern to their customers.
Thank you for referring the complaint of
*** to our office for review. We appreciate him bringing this matter to our attention.In the complaint Mr. expressed
concern regarding Frontier pushing customers to return equipment during the
COVID-19 Pandemic. He was charged
$100.00 for the unreturned equipment and stated, “This is not acceptable to
push people to go outside against their will and further charge them with a
$100.00 to make them go out”.Our records indicate Mr. was
billed $100.00 on the May 7, 2020 billing statement for Broadband Unreturned
Equipment. Mr. contacted
Frontier regarding this matter and the account was notated that he was unable
to return the equipment at this time due to COVID-19.As of May 12, 2020, the account was
flagged for equipment return and credited $108.25. Confirmation indicates a Frontier technician
picked up the equipment off the customer’s porch. Mr. confirmed the matter was
resolved when contacted on May 14, 2020. However, he previously spoke with a representative named Sivan and he
wanted to ensure the rude and unprofessional behavior was addressed. Mr. was informed the complaint and
transcript of the call were delivered to the manager and the
matter would be addressed internally.We sincerely apologize for the difficulty
Mr. experienced regarding the above matter. Should Mr. wish to discuss this
matter further, I can be reached at EXT ***Thank you, Felicia T.Executive Customer RelationsFRONTIER COMMUNICATIONS
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
This should have been addressed in an amicably than pushing me to make complaints with Revdex.com as the business failed to do so, in first place.
Regards
Cancelled my service due to lack of band width on April 20, 2020 1 day into this month's service. 3 minutes was the longest I was able to stay connected in a 3 hour time frame. Their solution after talking to "service" was to mail me a new router which would take a week, then maybe I would have service. Called and cancelled then as that would do me no good as working from home. I was told they would have to prorate me later when bill was due. Now being told they do not prorate under for any reason. I should have waited with no service for the week then they could have started a trouble ticket and maybe then I would have been given a discount. I do not know how this company is allowed to do business in the state of MN. How can any company bill you for service they were unable to provide?
Left a 1 star as they do have a place for ZERO
Would give negative stars if I could. Crook and negligent, can't get anywhere with them.
I have had many problems with my Frontier service the most recent that I would like resolved is how I am being billed currently. I recently switched from phone and internet service to just higher speed internet the last week of April 2020. When the tech came out to install it he gave me another router, I told him I already had the exact one he was giving me. He said he was leaving it anyway because he already had it set up. At no time was I told I would be charged an extra $10 a month for this router. This is a new fee that I was not being charged prior to this service change. When I tried to do online chat with customer support I was told this was just a discount that expired. She mentioned this multiple times as I was trying to explain the discount had just started. Having issues with the chat not loading properly I gave up with that and called the next day. I was given multiple reasons for this charge, first it was a fee for the router. When I disputed being charged for a router that I already owned it was then a normal fee that is charged but I had been previously "grandfathered in" to avoid the fee on past billing. When I asked for the supervisor I was given to someone else. He then told me it was a charge for the router, which I already owned the exact one. When I asked if I could send it back to avoid the fee he said no. He also said at one point it was a data fee, then it was a rental fee. He said I could avoid the fee by just paying $200 for the router. All this time I'm still telling him I already had the exact same router from Frontier so why would I be getting charged for a new one. He argued that it wasn't a Frontier router and I needed a Frontier router.
To be clear I am getting charged an extra $10 a month for a router that I already had and did not need to replace.
I also have issues with the credit and charge portion of this bill for the week of the switch. My previous bill was roughly $95 a month, my new monthly bill should be roughly $70. For the one week of the month where the switch occurred I was credited only $15 and charged for that week $14. If my bill was $25 higher prior to the switch the credit should be a bit higher than the charges for that week.
I have had only one good interaction with this company's customer service in all the years of dealing with them and that was when I request the switch in plans this last time.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Ms. is disputing her bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
Our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipment.Additional research determined Ms. was not quoted the monthly fee. As a one time courtesy a credit of $30.00 was applied for 3 months of the router fee.Addiitonally, all pro rated charges and credits are computed systematically based on dates the services were change.
Frontier spoke with Ms. on May 8, 2020 and advised her the router fee is valid.
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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have attached a picture of the original router I had prior to the tech coming out and the router he left with me that day. As you can see by the picture the routers are the same and both are frontier routers so I will state again, I already had a frontier router that I was using with my Frontier internet service prior to the tech coming out and prior to changing my internet to a higher speed.I have also attached screen shots of my bills using frontiers online comparison tool. As you can see by these screen shots there is no router service charges while I had internet service prior to this switch. While frontier claims these charges were started in 2017 you can plainly see that that I was not charged this fee in 2020 until the switch of plans.
Regards
June 8, 2020
RE Case: ***
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Ms. is disputing her bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
Our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.
Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipment.Frontier advises in December 2017 changes were implemented for routers. Frontier’s advertising and 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.
Additional research determined Ms. was not quoted the monthly fee. As a one-time courtesy a credit of $30.00 was applied for 3 months of the router fee.Additionally, all pro-rated charges and credits are computed systematically based on dates the services were change.
Frontier advises that no additional information has been provided to warrant a change in our decision.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have provided proof that I was not being charged this fee while I had a frontier router and frontier internet service for years. Frontier stated that they have been charging this fee since 2017 which is obviously not true. They have given no reasonable explanation for this charge to now suddenly appear.
Regards
I canceled my service with Frontier Communications in February. They continue to send me incorrect bills. The first time I called, I was told it could take up to three months to correct the bill. I then got a notice that they were going to send it to collections. I called and was told that I had no bill and that was a mistake. Today I got the collection notice. They are unable to help me with this problem unless I am able to provide with them with a 5 digit code. They claim the 5 digit code I gave them was wrong. The customer service person refused to even let me talk to a supervisor unless I provided that code. I even have a cancellation number which they refused to take. They claim they have to mail me a form that I can then use to change the code. They obviously have my account information as they have set it to collections. It's ridiculous that I need this code an they have no back up way of accessing my account and that I can't even talk to a supervisor. Now I am looking at my credit score being impacted because of this company's incompetency. I would have happily paid the bill a month ago just to not have to deal with them anymore but they assured me everything was fine with my bill.
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. stated she needed to discuss the account but did not have the 5 digit passcode.Ms. states that she is not supposed to be in collections. Frontier has investigated the above
statements and offers the following response:Frontier advises we sent Ms. an Authorization ID, allowing her access the account with Frontier agents.Frontier advises that we informed Ms. that the balance is correct.Frontier advises that the account went to collections. Frontier spoke with Ms. on June 23, 2020, and advised of the above. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms.
*** has experienced as a result of the
above matter.
I had to cancel Frontier's internet service due to a recent move. I called to cancel the service on 04/19/20 which was one day past my billing cycle but was billed a whole month for which service wasn't provided. The current billing cyle is from 04/19/20 to 05/18/20. I also need to pay $10.00 cancellation fee which wasn't disclosed when I signed up for the service.
Nature of
Complaint: I had to cancel Frontiers
internet service due to a recent move. I called to cancel the service on
04/19/20 which was one day past my billing cycle but was billed a whole month
for which service wasn’t provided. The current billing cycle is from 04/19/20
to 05/18/20. I also need to pay $10.00 cancellation fee which wasn’t disclosed
when I signed up for the service.Requested
Resolution: I want Frontier to send
me the last and final bill only for the days that service was provided. In this
case it is only for one day since the billing cycle ended on 04/18/20 and
remove the $10.00 cancellation fee.Mr. established Frontier service on January 18,
2018 and disconnected service on April 30, 2020.Mr. billed $55/FIOS 100/100 Internet from
4/19/2020 – 5/19/2020 on the April 19, 2020 billing statement. He did call on April 20 to request to cancel
service, however, his monthly cycle had already started therefore he would bill
the full month per billing guidelines. As a courtesy, a Frontier agent adjusted the account in
the amount of $55 for the charge mentioned above. The adjustment request has been approved and
will be posted immediately to the customer account. The adjustment will show on the final billing
statement. The $9.99/Residential Broadband Processing Fee is a fee
charged to all customers who cancel Internet /Broadband service. A credit is not warranted for the Residential
Broadband Processing Fee. Mr.’s final balance is $9.99.Frontier apologizes for any inconvenience the matter
mentioned above has caused. We trust
that this information will assist the Commission in closing this
complaint.