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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Just hooked up Internet service with frontier, I purchased my own equipment, (i.e. router) and they have a monthly charge on my bill for a router that they did not provide. I tried an online chat on 5/5/2020 to resolve this issue with the billing department and they referred me to supports department. I called the supports department later that day and I was told that the charge goes on my bill unless I buy a router from them directly.
Frontier CommunicationsThank 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.
*** is disputing his bill for services with Frontier. Frontier has investigated the above
statements and offers the following response:Frontier advises that the 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 it 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 cost more to serve the customer. Therefore, if a customer uses their own router, the charge still applies to cover these cost. Frontier cannot support or repair non-Frontier equipment.Frontier spoke to Mr. today and explained all 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.
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.
It is clear in Frontier's terms and conditions that there are equipment charges, however no where does it state that those charges are charged if you use the equipment or not.Frontier is trying to charge me for equipment that they did not provide to me.
They also state that they are not responsible for non Frontier equipment, thus negating the statements about costing more to service the customer.
I also have proof that this fee has been waved for other Frontier customers, and only want the same treatment they provide others.
I stand by my previous statement in regards to NOT paying the router fee.
Regards
Frontier CommunicationsThank you for referring the rebuttal
of ***
*** to our office for review. We appreciate Mr.
bringing this matter to our attention.The Rebuttal states that:Mr.
*** is disputing his bill for services with Frontier. Frontier has investigated the above
statements and offers the following response:Frontier advises that the 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 it 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 cost more to serve the customer. Therefore, if a customer uses their own router, the charge still applies to cover these cost. Frontier cannot support or repair non-Frontier equipment.Frontier is working to comply with the Television Protection Act of 2019 that is scheduled to go into effect on December 20, 2020. If you believe you are being charged for equipment you do not need, please contact Frontier after December20, 2020 for more information. 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.
It was advertising issues in beginning. I was lied to about when I would have WIFI. I was supposed to have Monday after I moved in, they sent stuff out on monday but didnt include all the parts. They reordered parts, or did they ? Bec we never got them. WE have had to take HOURS of our work days to try and deal with this mess. CUSTOMER SERVICE IS RUDE AND NOT HELPFUL AT ALL !!!! WE are working from our home office with no wifi for 1.5 weeks eating up all my data on my personal hotspot and finally they send someone here, 2 weeks later and it still doesnt work!!! I have never seen such a poor customer service company in my life. They have no desire to fix anything for you but sure didnt have a problem sending me a bill for something that doesnt even work, or wasnt even hooked up !!!!! This has cost me thousands of dollars, missing work !!! I am a high income earner and this has hendered me in ways you have no idea. Asked to speak to MGrs and they are as vague and uncaring as the rest of their staff. I am actively looking for a company that values their customers.
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 that she is experiencing Internet service issues. Frontier has investigated the above statements and offers the
following response:Frontier advises that the account was activated on April 20, 2020 and service issues were reported on April 21, 2020.Frontier determined that Ms. needed to have a modem replacement and the correct replacement kit was received on April 30, 2020.Frontier advises that a technician was dispatched on May 1, 2020 and corrected the Internet issues. Frontier applied an adjustment of $18.92 for the service issues. Frontier spoke to Ms. on May 14, 2020 and confirmed working service. 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’ve called three times, spoke with a supervisor each time reassuring me my bill would be corrected and was even given a new balance to pay....yet I go online to pay it and the bill hasn’t been corrected? Today, I was told NOPE YOU GOTTA PAY THE WHOLE BILL! We decided all the charges are valid. Now I’ve been on hold for 45 minutes waiting to speak with a supervisor AGAIN!! No one has picked up. Frontier are some bully’s because they know we can’t choose anyone else. $125 for INTERNET????? That’s it!!! Are they outta their mind?! I was told my balance was $40.67 by May 6th. I have that information saved from the chat representative I spoke with. Now that I need to pay my bill, you all tell me its actually $121.67. I cannot believe how they treat people especially during these hard times.
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 is disputing an $81.00 charge on her Frontier
bill and would like it to be removed.Frontier has investigated the above
statements and offers the following response:Frontier advises that Ms. was
charged a $75.00 installation fee after transferring her Frontier internet
service to a new residence. The
installation fee is a valid charge for all new installation orders or transfer
of service orders. After further review,
Frontier determined that the installation fee and associated taxes should be
credited.Frontier advises that the amount of
credit issued to the account came out to $81.19. Frontier spoke with Ms. on May
14, 2020, discussed the above information, and provided her with the new balance. 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 find that this resolution is satisfactory to me. Please note: After I received the call from Frontier confirming the installation fee was removed, I received an email stating the full balance including that fee was due soon. I've been told by Frontier reps plenty of times the balance will be corrected and it never is. I hope this time, the fee is really gone and that I do not have to go through all of this again for the 5th time. Best Regards
For years Frontier has been messing up my service and making me pay for it. Now I want to cancel my service today on 05/05/2020 and have to pay for a service that I am not going to use until the last day of the month. How can they charge me for a service that I want to discontinue now? I have had to pay for a lower grade internet for a premium price in the past when they tried to hide it. They messed up a transfer and I had to pay a hookup fee.
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 is disputing a bill for service from Frontier.Frontier has investigated the above statements and offers the following response:• Per Frontier’s terms of service Termination of Internet service subscription is effective on the last day of the Frontier billing cycle. No partial month credits or refunds are provided for previously billed Internet service subscriptions.• Frontier advises that prior to termination, Mr. was billed and thus incurred charges through the end of his billing cycle.• Frontier advises that Mr. has internet service only and requested to disconnect his account effective May 5, 2020.• Frontier advises that as a courtesy to Mr., The disconnect will be effective May 5, 2020 and an adjustment will be issued to cover service charges from the day of disconnect to the end of the bill cycle.• Frontier advises we have set a follow up to review Mr.’s closing statement to ensure accuracy and issue any additional credits needed related to the internet service. • Frontier spoke to Mr. on May 6, 2020 and advised of the above information. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
On January 17th 2020 I got an email advertising Frontier 500/500 FIOS that said that
if I ordered online I would get a $100 *** Reward Card.
I ordered online (Order #: ***) and checked the status of the order each day.
After a day or two I noticed that the order seemed to be stuck in a processing state.
On or about January 24th 2020 (morning) I contacted Frontier and they told me that the order
was stuck in "provisioning."
They told not to worry as they had sorted it out and my installation would go ahead as planned.
The installation did go ahead as planned, but I never received anything to do with the $100 *** Reward Card.
I called in soon after my installation to see how to claim the $100 *** Reward Card, and was told that I would be contacted after 90 days.
It's now over 90 days, so I called Frontier again and was told that there isn't any record of the $100 *** Reward Card
on my account. I believe that the changes that Frontier made to my order resulted in my original order being canceled and a new order being entered (without the $100 *** Reward Card being mentioned).
Frontier use an outside company (FrontierRedemptions.com ) to process the Reward Cards. I have called this company and left a voice message and emailed them, with no response as yet.
I feel that I shouldn't be out $100 because Frontier had to fix an order in their system.
Please assist.
Thank you for referring the
complaint of David
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr. Saunders
states that when he signed up for new services, he would receive a
$100.00 *** Reward Card; however, he is now being told that there isn’t
any record of the $100.00 *** Reward Card offer on his account.Frontier has investigated the above
statements and offers the following response:Frontier advises that there
has been a delay in processing the $100.00 *** Reward Card. Frontier advises
that gift card is being processed and can take 4-6 weeks for processing and
delivery Frontier spoke with Mr. on May 14, 2020 to review this information with him.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a
result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me, provided that I actually receive the $100.00 card!
Regards
I had contacted FRONTIER concerning paying a bill late due to the current Pandemic. The first time an employee , Genece , would not establish another 5 digit identification code. This code gives them permission to continue communication in resolving and attending to a consumers account. I let them know I did not have one and wanted to establish a new one. They denied me. I offered a Social Security Number, Drivers Liscense Number, Birth Certificate and finger print if necessary. ( this and the second phone call were recorded and I want copies of these recordings) I asked for her name and asked for a Supervisor which she initially denied me. The seconded phone call was today. They had called the home phone leaving me a message to call them back at the . I called once again getting the stop to communication because of not having the 5 digit number. I was lied to being told a Supervisor could not be gotten. Alexis then left me hanging in silence on the phone. I got on my cell phone, then I heard her on the land line phone stating she had spoken with her Supervisor. She lied I told her again she had lied. This conversation would not have escalated if they would take other forms of Customer Identification. I have a complaint with the FCC. The Consumer during this Pandemic does not need disconnection of the TV:News Broadcast, land Line Phones: communication and emergency phone calls and Internet to access the rest of the World. They are to be Cited by the Revdex.com, FCC and the ATTORNEY GENERAL. They are insensitive to the current CRISIS affecting the entire World. Alexis stated" that those identifications were "simple". She wanted FRONTIERS 5 digit Code. FRONTIER is NOT.....above the Government of this land. Get the recorded phone calls and hear it for yourself! This company is not a asset to our communications sytem.
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 not having the five-digit passcode to present so account accessibility
is available.
Ms.
*** advises of requesting copies of recorded telephone conversations.
Ms.
*** advises of not being able to provide a different form of
identification.
Frontier has investigated the above
statements and offers the following response:
Frontier advises the
five-digit Account Passcode is used by Frontier to confirm the customer’s
identity and protect the account from unauthorized access. A five-digit passcode can be set up via
Frontier .com, MyFrontier Mobile App, or when they call into Frontier via the
automated system.
Frontier advises Ms.
contacted Frontier on April 12, 2020 for assistance with discussing payment on
the account due to the COVID-19 pandemic.
Frontier advises the
Residential Consultant was able to bypass the five-digit passcode, by
contacting Mr. on the primary telephone number. When the Residential Consultant called Ms.
*** on the primary number, on April 12, 2020, Ms. did not answer the
call.
Frontier advises recorded
calls are the proprietary property of Frontier Communications and cannot be
provided to a customer without a subpoena.
Frontier advises Ms. was able to provide the four-digit billing PIN, when speaking with a
Residential Consultant on April 14, 2020.
Frontier spoke with Ms.
*** on May 6, 2020 and advised 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 due to 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
Frontier Chain of Events
I. Payments
2/10/20: $68.00 (deposit)
2/25/20: $108.78 (2/25/20-3/24/20)
3/15/20: $112.28
3/25/20: $95.81 (3/25/20-4/24/20)
Total: $384.87
II. Issue
a. Initial quote was not what materialized once the first bill was received. Each phone call to Frontier was a minimum of an hour wait with either incorrect information from the agent and inability to explain why the initial quote did not match the bills. Frontier should have been cancelled on after the first bill was received for quoting one price and then changing it after the first bill. Had Frontier been cancelled on 3/8 the cost of 13 days of service would have been $29.60 per day.
b. Attempts to cancel were made after the first bill was received. We had switched to *** by 3/13/20 yet we continued to be charged for Frontier thru 4/24/20.
III. Communication
01/26/20: Initial quote: $59.99; no contract; one year price lock; 2nd year increases by $10; had agent repeat 3 times what we would be charged. install charge $75.00 to be seen in first bill to be broken up over 3 payments ($25 each bill).
02/18/20: Frontier to install at home; could not hook up as line to pole bad
2/20/20: Spoke with Andrew about pole line
02/24/20: Frontier installed; Cxld *** to move to Frontier
3/08/20: Called Frontier (Elena) regarding first bill. She explained that final bill would
be $59/mo once install charge paid off. She could not explain “Other Service Charges” for a total of $15.99 or Taxes and Other Charges of $7.80 totaling an additional $23.99 of which we were not informed. Asked to speak with a supervisor but none were available. Scheduled to have supervisor call me the following day at 5:30pm
3/9/20: No phone call from supervisor
3/10/20: Spoke with supervisor Beth. She could not calculate or explain the additional charges of $23.99. Simply said every company charges these fees. The $68 deposit is non refundable since we cancelled before one year of service
3/13/20: Returned to *** for $59.99 with no added fees
3/14/20: Spoke with Jessica. Last bill would be prorated and minimal. Quoted last bill was $32. Last bill was $95.81
3/15/20: Spoke with Hurley. After portout of phone number complete, I will sent Router return box in pre-paid box.
3/20/20: Spoke with Sondra. We have been disconnected from Frontier. Email regarding router return never came. No charge while waiting for equipment return email. We would need to wait for billing system to “catch up” and rebill us prorated bill.
4/10/20: Spoke with Jacob regarding prorated bill and he informed me that we had not received correct information on the 3/20 phone call and would be billed thru 4/24/20. He finally submitted equipment return instructions email.
Dear Revdex.com:
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:· Mr. is disputing his Frontier charges.
Frontier has investigated the above statements and offers the following response:
· Upon further review we determined a cancellation request was requested on March 8, 2020.
· Frontier advises our expectations are that all customers have a positive experience when requesting assistance with service or billing concerns.
· We further advise that a credit for $163.82 will be refunded within thirty days.
· On May 12, 2020 we contacted Mr. and reviewed the above information.
· Direct contact information was left for future related concerns.
If Mr. has any additional questions, please contact the undersigned.
We trust that this information will assist the Bureau in closing this complaint.
Sincerely,
Bridget G.
cc: David Larson
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
Frontier Communications was contacted by me several times beginning in November 2019 to cancel our landline. It has never worked properly and the charges are outrageous. We wanted to continue with internet service from them only. The customer service representatives that we spoke to each time, guaranteed that the landline was canceled, only for us to find the charge for the landline on our bill each month.
They are now sending us to collections, and we do not agree with the total amount owed that they are insisting that we pay. I do not want my credit damaged because of this greedy, untruthful company. I have tried to contact them several times to rectify this matter, and they never respond, or spin me in circles transferring me from person to person. This is unfair to customers, and I will not pay the total that they are claiming. I will pay however, the amount for internet only that we used. I do not want to pay for the charges for the landline telephone service that we cancelled in November 2019. They should be able to pull up all recorded conversations between me and the customer service representatives since November 2019. They will see that we wanted to cancel our service.
I no longer want to do any business with Frontier Communications, and would like this matter rectified to our satisfaction. Thank you in advance for any help that you can offer in this matter.
May 19, 2020
Dear Revdex.com:
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
· Mr. is disputing his Frontier charges.
Frontier has investigated the above statements and offers the following response:
· Upon further review we determined a partial cancellation request was discussed on November 29, 2019 to remove Frontier Voice services and retain Internet service only.
· Frontier advises our expectations are that all customers have a positive experience when requesting assistance with service or billing concerns.
· We further advise that a credit has been applied $204.57 and will reflect on a Final Bill, and a Closing statement within thirty to sixty days. A remaining balance of $54.60 is due upon receipt.
· On May 8, and May 18, 2020 we contacted Mr. to advise on the above information.
· Direct contact information was left.
If Mr. has any additional questions, please contact the undersigned.
We trust that this information will assist the Bureau in closing this complaint.
Sincerely,
Bridget G.
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
Moved from *** December 24,2020 and they still was sending me bills and I never received any bills.the final bill is 1,261.66,I spoke with a representative and she said that they were stoll billing me,she stated I have to pay the bill.I then asked her to speak to a supervisor she said that they would have to call me back,I been having problems with this company since I had it and now they sent this to the credit Bureau and my credit is falling because of this.
Frontier Communications has received notification of a
complaint from the above individual. According to the complaintMs. advises she disputes she has experienced billing concerns and disputes. Frontier has investigated the above statements and offers
the following response:November 25, 2019 bill generated with a balance of $980.65 of which
$806.25 was past due. On On December 19, 20219, the customer paid $197.00 and agreed to a
deferred payment arrangement for $785.40. The last payment received for this account was December 19, 2019 and
the account was disconnected February 13, 2020 due to an overdue balance. The closing bill generated March 25, 2020 with a previous balance of
$1261.66. On May 11, 2020, Frontier spoke with Ms. to discuss her
complaint. At which time she stated she moved from the residence December
2019, stating the account should have been cancelled. Frontier verified the last day of usage on the account was December
24, 2019. Ms. was advised a manual credit applied to the account
for monthly charges billed from December 25, 2019 – February 13, 2020. The
credit totaled $484.96 and reduced the closing balance to $776.70 which is
sustained. In addition, she was advised to return any Frontier equipment
to avoid unreturned equipment fees. Frontier apologizes
for any inconvenience the above matter caused and trust this information will assist
you in closing this complaint. Sincerely,Sandra P.
I AM AN UNEMPLOYED SINGLE MOTHER OF 2 CHILDREN THAT ARE DOING VIRTUAL SCHOOLWORK. I WAS ON HOLD FOR 30 MINUTES DUE TO MY INTERNET BEING SHUT OFF FOR NON PAYMENT; WHEN IT WAS COMMUNICATED THAT DUE TO THE COV-19 INTERNET WOULD BE SUPPLIED FOR CHILDREN TO DO SCHOOL WORK. THE INTERNET IS CONSTANTLY GOING IN AND OUT WHETHER MY BILL IS PAID OR NOT.
May 6, 2020Revdex.com ID: ***Thank you for referring he complaint of *** to our office
for review. We appreciate her bringing
this matter to our attention.In the complaint Ms. expressed concern regarding her internet
being shut off for non-payment; when it was communicated that due to the
COVID-19 internet would be supplied for children to do school work. The internet is constantly going in and out whether
he bill is paid or not. She would like
the internet to be working continuously for her children to complete their
schoolwork, whether the bill is paid or not while she is trying to get back on
her feet after the COVID-19. Frontier advises given the Coronavirus/COVID-19 pandemic and its impact
on American society, Frontier signed and remains committed to the Keep
Americans Connected Pledge. Frontier has
taken this pledge to specifically alleviate financial stress caused by
COVIC-19, not situations that existed prior to it. Ms.’s outstanding balance was
accumulated prior to the March 13, 2020 pledge date.Our records indicate the customer’s service was suspended on April 30,
2020, but it was also restored on April 30, 2020 upon receipt of payment. The December 11, 2019 billing statement reflected a previous balance of
$335.31, a payment was received in the amount of $335.31. The new charges for December totaled $153.66,
which brought the total account balance to $153.66.The January 11, 2020 billing statement reflected the previous balance
of $153.66, there was not payment received. The new charges for January totaled $162.66, bringing the two months
total balance to $316.32.The February 11, 2020 billing statement reflected the previous balance
of $316.32, a payment of $153.66 (December charges) was received, leaving a
past due balance of $162.66. The new
charges for February totaled $162.66, bringing the account total balance to
$325.32.The March 11, 2020 billing statement reflected the previous balance of
$325.32, a payment of $162.66 was received, leaving a past due balance of
$162.66. The new charges for March
totaled $172.65, bringing the total account balance to $335.31.The April 11, 2020 billing statement reflected the previous balance of
$335.31, a payment of $162.66 was received, leaving a past due balance of
$172.65. The new charges for April
$162.66, bringing to total account balance to $335.31. The customer made a payment of $172.65 on
April 30, 2020. The remaining past due
balance of $162.66 will appear on the May 11, 2020 billing statement, which has
yet to generate.Ms. stated the internet is constantly going in and out whether
the bill is paid or not. The account was
reviewed for reports of internet trouble but was unable to locate trouble
report tickets. For this reason,
Frontier was unable to address any issues with the internet service going in
and out.Attempts to reach Ms. were unsuccessful. Should Ms. 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***I do not accept their response because although I may not have called every time I had an issue that does not mean there were not multiple issues... I called every time that I had the opportunity but with 2 children trying to complete their school work I could not call every time. I realize that I have made late payments from time to time but it is very difficult being a single mom with no job. I am trying my best but there are times I fall short, that does not mean that you can just shut off my internet during this time.
Thank you
We sincerely apologize for the inconvenience
this matter has caused. Ms. stated,
“Although I may not have called every time I had an issue that does not mean
there were not multiple issues”. The is
an accurate statement; however, Frontier cannot repair unreported trouble. It is our hope that when Ms. was able
to call, the trouble reported was repaired as promptly as possible.Our records indicate the customer’s
service was suspended and reconnected on April 30, 2020. If the service is not working, or if some
other issue is occurring currently; Frontier technical support must be
notified. Frontier does not offer
24-hour monitoring of internet connectivity. As previously advised Frontier remains
committed to the Keep Americans Connected Pledge. Frontier has taken this pledge to
specifically alleviate financial stress caused by COVID-19, not situations that
existed prior to it. Ms.’s outstanding
balance was accumulated prior to the March 13, 2020 pledge date.On May 14, 2020, Frontier attempted to
reach Ms. but was unsuccessful. Should Ms. wish to discuss this matter further, I can be reached
at EXT ***Thank you,Felicia T.Executive Customer RelationsFRONTIER COMMUNICATIONS
On March 11, 2020, I switched phone/internet service from Frontier to another provider. A few days later, I received a bill from Frontier for the usual monthly amount of approximately $133.78. It showed that this service was for the period from 3/13/2020-4/12/2020. I tried calling them and was on hold for a long time. I gave up after several tries and send them an e-mail on March 23rd asking about the bill and telling them that I had switched service on 3/11/2020.
I received an e-mail response on 3/31/2020. This was their reply....
Dear xxxxxx
Thank you for contacting the Frontier Customer Support Center. I have received your email dated March 24, 2020 regarding your Frontier account. My name is Fran , and I will be happy to assist you.
My apologies for the delay in responding to your inquiry.
Your account xxx-xxx-xxxx was disconnected on 3/11/2020. Your service reflects that is was ported out to another provider.
Thank you for using the New Frontier. We appreciate your business
Sincerely,
Fran
I sent them another e-mail that same day and never received a response. I basically asked if everything had been taken care of and wanted to verify that my account had been closed.
On Saturday, April 18th, I received another bill from Frontier in the amount of $1,097.85. Of course, I was shocked by this. I decided to try to contact Frontier and did the online chat option with them. They did not send me a transcript of the conversation, but I took screen shots of the discussion and here is that information.
“Michele” said that “I am showing this account is closed as of 3/11/2020.
I said “ I agree… but I received a bill Saturday for $1,097.85
Michele – Correct, you were in a term when the account was closed so you were charged an Early termination fee for closing the account.
Me – The new provided contacted Frontier and was told there was no early termination fee. This is so wrong.
Michele – I apologize xxxxx, the new provider would not have been able to contact us on your behalf.
Me – Please send me verification that I was in a contract where I signed something showing there was an early termination fee.
Michele – You were in a 1 year term that started on 1/23/20 until 1/22/2021. It was a verbal agreement, and it stated on your billing statement.
Me – Please show me.
Michele – You can view it on your billing statement.
Michele – Is there anything else I may assist you with.
Me – yes, this needs to be cleared up. I want to see where I signed something showing this early termination fee.
Michele – I am sorry xxxxx, It was a Verbal Agreement.
Me – Please show me.
Michele – You can view it on your billing statement.
Michele 0 Is there anything else I may assist you with?
Me – Yes, this needs to be cleared up, I want to see where I signed something showing this early termination fee.
Michele – I am sorry xxxxx, it was a Verbal Agreement.
Me – Who did I talk to for this verbal agreement?
Michele – If you look on your billing statement, IT advises you, Once you have paid your statement, you have agreed to the terms, I am sorry.
Me – Are you?
Michele – I’m sorry?
This was the end of the conversation.
My business has been a long time customer of Frontier Communications. I have not agreed to a new contract that began in January of 2020; neither written nor verbal.
Frontier CommunicationsThank you for referring the complaint of *** to our office
for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that: On March 11, 2020 I switched Phone
& Internet providers. A few days later I received a bill from Frontier for
the usually monthly amount from March 13, 2020 to April 12, 2020. I tried
calling Frontier & was on hold for a long time, I gave up after several
tries & sent an email on March 23, 2020 asking about the bill.Frontier has investigated the above statements and offers the
following response:The service was cancelled on March 11, 2020 however the order to
change providers didn’t close out until March 17, 2020. By the time this order
closed out the new bill had already cycled with the normal monthly charges. The
April statement was mailed out & it did reflect the proper end date for the
service of March 11 & the pro-rated credits had been applied however this
statement also included an Early termination fee of $1,042.42. The account was
under a 1 year contract that had just renewed January 23, 2020 & due to the
account closing the fee was automatically generated. The termination fee was
adjusted on May 5, 2020 & the customer will receive a new statement at the
end of the month that will reflect the adjustment as well as the final balance
due. We regret any inconvenience that customer
may have experienced as a result of the above matterWe trust that this information
will assist you in closing this complaint. Frontier Specialist:
Sandra T. Department:
Executive Complaints
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 do not accept their response because it is not clear what they have proposed. It appears that they will be sending a new adjusted bill later this month, but it is unclear what that amount will be. The provider indicates that I had just entered into a new contract with them and there was an early termination fee of $1,042.42. I had not agreed to a new contract with Frontier Communications, written or verbal.
Regards
The customer advised that he didn't agree to the renewal of the 1 year contract therefore the discounts that Frontier provided from January 23, 2020 to March 11, 2020 were taken back. In return Frontier has agreed to credit the early termination fee.
A credit adjustment in the amount of $1,022.42 was applied to the
account on May 5, 2020. The customer will receive a final statement at the end
of this month that will reflect the adjustment as well as the final balance
due.
Canceled my service after my contract period ended and at the end of a billing cycle on 12/4/19. Frontier billed me for the service period 12/4/19 - 1/3/20 even though I was no longer a customer and no longer receiving service. I made numerous requests to have the fees adjusted. I received various bills in email and regular mail, some showed a credit in full, others showed amount due in full. When I called and spoke with service reps and managers, I was assured a credit would be forth coming. I told Frontier in email and on the phone that the amount owed was officially in dispute. As of today, 5/3/2020, I received my second past due notice threatening collections. I have tried to work with this business and they refuse to follow through on their commitments to remove the erroneous invoice amount.
Complaint No.: ***
Dear Revdex.com:
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
· Mr. is disputing his Frontier charges.
Frontier has investigated the above statements and offers the following response:
· Upon further review we determined a cancellation request was requested on December 4, 2019.
· Frontier advises our expectations are that all customers have a positive experience when requesting assistance with service or billing concerns.
· We further advise that a credit for $365.31 was applied and will be reflected on a Final Bill, and a Closing statement within thirty to sixty days. Credit updates may take up to 120 days.
· On May 8, and May 12, 2020 we contacted Mr. to advise of the above information.
· Direct contact information was left for future related concerns.
If Mr. has any additional questions, please contact the undersigned.
We trust that this information will assist the Bureau in closing this complaint.
Sincerely,
Bridget G.
cc: Jeffrey Thomas
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. If for some reason the credit doesn't take place in the time period quoted by Frontier, I will re-open the complaint.
Regards
From September of 2019 through November of 2019, I received over-charges each month on my bill. I contacted Frontier in September to notify them of this error but it continued through November of 2019. I am still trying to get these over charges removed. In January of 2020, I was billed $375.00 for satellite equipment that has been returned. I spoke with a Representative and provided the tracking number which verified the equipment was received by them. I was told this amount would be removed. It still has not been. In February of 2020, I was charged an additional $100.00 on the same equipment. However, this amount was removed from my account. I have been contacting Frontier on a monthly basis in an attempt to resolve this issue. I have been told on 2 separate occasions all the overcharges have been removed. This has not happened. I asked to speak to a Supervisor on 2 separate occasions. The first time I got his voicemail; that did not allow me to leave a message and was disconnected. The second time I was just disconnected. Because of these over charges and late fees, my account balance is $548.61, when in fact it should be $0 because I have continued to pay my regular payment each month. The most recent correspondence occurred on April 20, 2020, when I chatted with Loren who stated an investigation would have to occur and I would receive a call within 24-48 hours. This did not happen. I then chatted with Rob who informed me it would take up to 14 days before I would get a call. This again did not happen. In the meantime, my internet was disconnected and was informed it could not be re-connected without this investigation. I have been without internet for approximately 3 weeks; at a time when my 8th grade daughter is trying to do on-line schooling because of the pandemic.
Thank
you for referring the complaint of Mr. *** to our office for review.
We appreciate your bringing this matter to our attention. According to the complaint: Mr. states Frontier has billed $375.00 for an Unreturned Equipment Charge (UEC) for satellite equipment that has been returned. Mr. states Frontier has overcharged for monthly services. Frontier has investigated the above statement
and offers the following response:Records confirm a return kit was sent to Mr. on November 6, 2019. The status reflects we are waiting for the return of the Satellite equipment. A subsequent order for a return kit was sent to Mr. on November 22, 2019 and records confirm the Satellite equipment was returned on November 25, 2019. It appears previous requests to have the charges adjusted were denied based on the original request ticket and the open status (waiting for the return). When I spoke with Mr. he explained that he made the subsequent request because the original return kit did not include a return label, so it was rendered useless. The second return kit was returned to Frontier and included the satellite equipment. An adjustment in the amount of $375.00 was applied on May 11, 2020 to offset the UEC. In reference to the overbilling, account notes confirm a promotion was removed in error and were manually applied to the account each month. The last credit applied was in the amount of $214.50 for September 2019 and October 2019. The rate was corrected in December to reflect Frontier Internet for $27.99+WiFi Router Service for $10.00 (price does not include taxes and surcharges). In an effort to resolve this matter, adjustments that total $214.06 to offset late fees and service fees. The amount due is $7.27. The account has been restored and an upfront adjustment of $26.59 has been applied to offset the reconnect fee that will appear on the June 1, 2020 billing statement. 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
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
Contacted Frontier technical support numerous times over the last 3 weeks regarding the internet service that I pay for not working
To date I am still having issues with the service. The service has now been out for 3 days. The service center rep stated that it was a larger issue and had no deadline on when it would be fix. When I checked my phone number on their website regarding outage issues, it stated that there are no reported issues in my area. I am paying for a service that this company cannot provide. To date, I have not received a credit or refund.
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 her Internet has been experiencing out of service issues
for the last three weeks.Ms.
*** advises that she has not received credit for the Internet service that
Frontier can no longer provide.Frontier has investigated the above statements
and offers the following response: Frontier
advises that actual Internet speeds and the ability to access various Internet
services will vary as a result of factors including, but not limited to, the
quality of Wi-Fi connections, multiple users or multiple devices on the same
connection, distance from Frontier facilities, and the performance or
limitations of customer wiring and customer-owned equipment. Additional information is available to
customers ta https;//frontier.com/corporate/internet-disclosures.Frontier
advises Ms.’s service was repaired on May 8, 2020.Frontier
applied a credit adjustment to Ms.’s account for the time out of service
based on trouble tickets. Please allow 1
to 2 bill cycles for the credit. Frontier
attempted to speak to Ms. but was unsuccessful. Frontier advised of the above information via
email.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of
the above matter.
5/2/2020:
So, I work for a major health care org providing tech support to hospitals and clinics in DFW area.
On Friday April 24, 2020 I had more issues with my internet service. I had previous issues weekly for two weeks. I literally would have no service. Called Frontier
Monday April 27, 2020. They put in a ticket for a tech to come to my home to look at my service on Tues April 28, 2020.That tech replaced the ONT-optical network terminal outside my house. I asked the tech why was it replaced. He said there was nothing wrong with it and that he just replaced it to show that he came out and did something. It seem to work ok for a couple of hours and then I started having issues with my internet sporadically dropping. I called Frontier another ticket was created for someone to come out Wed. That guy came out and didn't even bother looking at anything here at my house. He said he sat in his truck out front of my house and everything showed good. I told him what was happening. He told me it was my equipment. Got in his van and left. Thursday I called frontier tech support and spoke to an agent who would not help me at all or do any trouble shooting. I called back and spoke to someone else who helped me. He found there were issues with my router going offline. So, he said that another group from there network team would be monitoring my service. Someone would call me back. No one called. He did open anothwr ticket for a tech to come out Fri. So, Fri I called the presidents office which is an escalation dept at there corp office. I told her what was going on and then she said she would get back with me Fri afternoon and didn't. So, the tech shows up at my house around 3pm. Tests the ONT and said it tested good. I told the tech what was happening. He hung around and we both verified my internet service was down. He said it was a central office issue. I said so now what. He replied the ticket would be for a another tech to work at the Central office. I asked him then when this might be fixed. He replied today or Sat. So, sat 5/2 came and service is still going up and down. Called tech support and spoke to a supv and he opened another ticket for Monday 5/4 for a tech. I got on Facebook and went to Frontiers site and spoke to 3 different social community managers who told me bottom line I'd have to wait for the tech on Monday 5/4. So, they have no process in place for an existing customer having an issue that is still broken. There process starts all over again when a ticket is opened. I have been down for more than a week and NO one at Frontier seems to care. I have explained that I work in Healthcare doing tech support for a major Hospital and I work from home during the COVID-19 pandemic. It just didn't phase anyone. I have even threaten to cut service and didn't matter..
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 FiOS Internet went down. Frontier
has investigated the above statements and offers the following response:Frontier records indicate that the customer’s services have been restored and are working properly.Frontier has issued a one-time adjustment of $72.52 which has posted to the customer’s account.We have called and spoken with Mr. and provided him with the above information.We have provided the customer with our direct contact information.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
I have called several times to have my bill adjusted. 1 person I spoke to said they had fixed it and not to pay Frontier until I receive the final bill. When I received the final bill it had not been fixed. Granted the last time my internet worked was on November 5th however I was billed through November and December. Placed several service tickets but it was never fixed. I just want my bill fixed to reflect when my service was actually working. Company does not document calls very well at all.
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 her internet service with Frontier stopped
working on November 5, 2019, and that she should not have been billed for
the months of November 2019 and December 2019.Ms. advises that she would like to have her bill adjusted for
the time that she had been out of service.Frontier has investigated the above
statements and offers the following response:Frontier advises that Ms. only had
two repair tickets on file for the month of November 2019, and she has been
credited for the time out of service, based on the dates that the tickets were
opened until the dates that they were closed.Frontier advises that they must be
notified of any service outages and allowed the opportunity to address and
resolve the interruptions before any adjustments can be applied for time out of
service.Frontier advises that Ms. Morgan
cancelled her service with Frontier on December 30, 2019, so the charges are
valid through that date.After initially speaking with Ms. Morgan
on May 6, 2020, Frontier made three attempts at contacting Ms. by phone and
sent her an email to advise her of the above information, but she has not responded
back yet. 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 had recieved my bill and it had gone from a normal 20 dollars to 30 dollars. I had contacted frontier asking why and they had stated that I had a promotion expire. I said ok but the lady had said she could upgrade me to the next speed for only $30.99. I said ok sounds good and then she went on to say that there would be a $75 installation fee and so I stopped her and said never mind I'm not interested. About 5 minutes later she came back on the phone and said she could waive it for me. Month later now I receive my bill with a 75 dollar installation fee. I have now contacted them 4 times and all they tell me is well if a technician came to your home then it is what it is.
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 for an install fee that was to be waived.
Frontier has investigated the above statements and offers the following response:Frontier applied a credit adjustment to Ms.’s account for the Install fee and a late fee.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 spoke to Mr. on May 5, 2020 and communicated the above information and included direct contact 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 find that this resolution is satisfactory to me.
Regards
We were promised a small bill, told not to pay our March bill because we would have all of these credits. Then we receive our April bill and it's for $400 way over the promised price. Told we would be tax exempt. Now I am being told that we owe $600. The bills of $120 a month we were promised are well over $200. Also still not tax exempt, I was told it was my fault...... WOW. Terrible customer service. This company will rip you off and rob you blind. Calling today to switch services. If I could give this company a lower rating I would. Also customer service will lie to you so be very careful. If you are the head of this company you are a thief. You should be ashamed. You are not only messing with the lives of those asking you for service, but the lives of your employees who have to constantly battle upset customers. I DO NOT RECOMMEND THIS COMPANY.
We have not had internet for a week. We called and the problem was determined to be a modem issue and they sent us a new modem. The new modem arrived Tuesday and worked for approximately 20 minutes and has been dropping internet since. We have placed several calls about this issue and they sent out a service technician after we said not to. The technician said all of our lines look great and that it was a frontier issue. We still have not had internet service and upon a google search it was discover that the modem they sent us (***) is known to be faulty and drop internet. We called technical support once again for a different modem to be sent and they refuse saying it can't possibly be the motem it must be the wires... which were just proven to be at no fault.
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 is internet has been out for one week and the modern that he
received is a faulty router.Frontier
has investigated the above statements and offers the following response:Frontier advises a service technician was sent
out on May 14,2020 to Mr. who fixed Mr. internet service. Frontier called and confirmed that Mr.
is internet is back up not the fastest that he would like but its working
again.We
trust that this information will assist you in closing this complaint. We
regret any inconvenience that ***
experienced as a result of the above matter.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 is internet has been out for one week and the modern that he
received is a faulty router. Frontier
has investigated the above statements and offers the following response:Frontier advises a service technician was sent
out on May 14,2020 to Mr. who fixed Mr. internet service. Frontier called and confirmed that Mr.
is internet is back up not the fastest that he would like but its working
again.We
trust that this information will assist you in closing this complaint. We
regret any inconvenience that ***
experienced as a result of the above matter.
We had been set up for auto pay and they had a glitch in their system that stopped auto payments. We did not know about this until we received a collection notice in the mail. We called and they admitted it was their fault but still wanted us to pay the past due amount within 10 days. My wife tried to explain that we are affected by Covid-19 and would like some more time. The representative told my wife that she could not do anything about it and hung up on us.
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 his auto pay was stopped by Frontier in error and now he has
a balance that he contacted Frontier to get more time to pay and was not
assisted was treated poor.Frontier
has investigated the above statements and offers the following response:Frontier advises we apologize for any
inconveniences that this may have caused we reached out to assist however at
this time Mr. has already set up a new auto payment.Frontier will also review the contact made for
any coaching or training opportunities. We
trust that this information will assist you in closing this complaint. We
regret any inconvenience that ***
experienced as a result of the above matter.