Frontier Communications

We moved to a new location in 2019. We initially wanted frontier communications but decided to go with another company. We cancelled the initial installation well before the date. No services were ever installed in our apartment. We received a bill from frontier about a month later stating that we had an upcoming bill. My husband called and told them we never had anything installed. They apologized and told us they would zero it out. We received another bill and my husband chatted with them, told them the same information and again, we were told it would be zeroed out. We have continued to be billed for services we never had installed. Now they are telling us it is going on my husband's credit. Even though we have contacted multiple times and told them we don't have an account or never had the services installed.

Frontier set me up as a business and I am a RESIDENTIAL account! They automatically renew my account as business and they will not allow me to cancel and make it residential. I have been charged 3 times the amount of what I should be paying for the last 3 years! I was told the last time by a representative to call in April and switch to residential. I was just told by frontier rep that I am NOT ALLOWED to terminate my business contract be cause it automatically renewed and I will have to pay over a $1000 to terminate services!!!!! Services that I did not sign up for and have been trying to switch to residential for 3 years!

I called Frontier Communications on March 19th to inquire about internet and cable tv services. I requested bundle prices. The salesperson explained that "Frontier bundles with *** TV." He said I would have "Frontier wireless internet and *** TV for the bundled price of 98.99/mo before taxes" for 24 months. I signed up for the Frontier bundle and did not communicate with ***. The Frontier salesman setup the account(s). I received *** equipment a few days later. After Frontier arrived to install the WiFi, I received two separate bills. *** bill for $81.00 and Frontier for $90. I called Frontier customer service and was told "Frontier does not bundle with ***." Frontier explained that after the install fee, the monthly bill for Frontier Internet would be 53.98 before tax.

I called *** customer service to clarify. They confirmed “*** does not bundle with Frontier.”

I called Frontier back to request a supervisor pull the March 19th call and to notify me of the outcome. They did not call me back. Days later I made another call to Frontier customer service-billing dept. and requested another supervisor. I spoke with supervisor Bobbi R. She removed initial fees from my account but could not adjust the monthly cost. She requested to pull the March 19th call.

I called Frontier on April 10th to follow up with Ms. R but was told they could not transfer my call to her. The notes on my account said the call pull was requested. Today is April 22nd and they have not reached out to me with the outcome.

We’ve been lied to by Frontier 4 times in the last 3 days. We work from home and need internet in our new house ASAP. On Saturday we were told a tech would be here on Monday. On Monday we were told the first person lied to us and would not be here until Wednesday. Yesterday (Tuesday) we were once again told a tech would be out on Wednesday. Now it’s Wednesday and they’re telling me it will be Saturday. We face possibly losing our jobs because we cannot work from home! This company is a joke and nothing they state is true.

Sent via email and in previous DM. Sent this email. RE: overbilling of account #***5

As of April 13, 2020 I have overpaid this account by $447.49 and require reimbursement of this amount.

I have been over billed by Frontier starting in December 2019

I do not have cable, a DVR and do not access these services

In December 2019 I was billed $235.16 instead of 67.33

DVR and cable I did not request or authorize was added to my bill. I overpaid by 167.83

In January 2020 I was billed $167.57 I overpaid by 100.24

In February 202 I was billed $167.57 I overpaid by 100.24

In March 2020 I was billed$146.51 I overpaid by 79.49

In total I have over paid for $447.49

I contacted customer service by phone in February and March and the representatives I spoke with each time said this issue would be resolved.

On April 10 I contacted customer service and was told this would not be resolved because I had a DVR attached to my account. I do not own a DVR and did not authorize this service. The representative told me she could turn of the cable but it might affect my internet. During this call I was on hold for 20 minutes of *** minute call. I was told the issue had gone to claims resolution and had been denied. I was further told that the company had attempted to contact me and left voicemails. This is not the case. No one called. I had no voicemails from Frontier.

On April 13 2020 my internet service was turned off.

On April 13th I spend 3.5 hours on chat with 4-5 different customer service reps to resolve this issue and to restore my service which they then told me had been deactivated due to lack of payment.

I expect to be reimbursed for the full amount of repayment $447.49.

Please contact me via email at *** to confirm that this reimbursement will be made.

Sincerely,

Michael John

On 10/31/2019 I moved out of state to a city where Frontier Communications was not available as a service provider. On 11/1/2019 I contacted Frontier customer service to explain my recent move and request an immediate cancellation of the service they were not able to provide in my area. The customer service rep told me my billing statement would be updated and I would not be billed for the remaining billing period from 11/1-11/24. I had her repeat this multiple times on the phone call as I have been misled by Frontier customer service in the past. Additionally, I requested that the rep send me an email confirming this information so that I would have documented proof of what was discussed over the phone. She complied, and the exact words in the 11/1 email were: "This is being sent out to confirm to customer that Frontier bills one month in advance and to please disregard the final statement". I was told my billing statement would be updated accordingly. I never received an updated statement via email/mail and when logging back into my account I saw that there was no change made to my online statement. I contacted Frontier customer service again on 12/5, and was told by the customer service rep that they would look into this and get back to me. He requested that I forward him the original confirmation email from 11/1, which I did. After a few weeks of not hearing back and seeing that I was being charged a late fee on my online account I contacted customer service again on 12/23. At this point I was told to ignore the late fee and they would be filing a dispute and it would take a few weeks for them to review the situation and get back to me. I never heard back. Fast forward a bit and I receive a collections notification. I have since contacted customer service and eventually heard back from their Social Media Account Management team stating they would conduct a "thorough" review of my account and get to the bottom of this. Well, she got back to me but her review was anything but thorough. She essentially recapped what was listed in my online billing statement: "There is $177.48 total chargers for the billing cycle 10/25/2019 to 11/24/2019 that was unpaid. In your billing statement from 11/25/2019 to 12/24/2019 the charges were $18.99 that consists late fee ($9.00) and Broadband Processing Fee ($9.99)" I am at my wits' end with this company. They can't possibly be this incompetent. This seems like they are just intentionally exhausting the consumer in hopes that *** will give up and just pay a bill they were explicitly told on the phone and via email they would not have to pay.. and then tacking on late fees and submitting to collections.

The Telephone wire was cut to my dad's condo over the summer by workers. When he returned to his condo in November, we attempted to keep my dad's phone number moved to *** to have phone service. We tired again when familt visited in December. We tried again when family visited in January, again in February. Each time were told that the phone was not in "Provider Freeze" and the number could be ported over. Each time, phone line was not able to Port over to new service. Frontier never offered any suggestions, their technitions came out to condo and could not do anything as the line was cut. In March we canceled the phone number that my dad has had for over 30 years. Such frustrating poor service. I have never received service so poorly in my life. To change a phone over is not that hard! I would NEVER reccommed anyone use Frontier Communications service, ever! I rated a 1 only as the techs did send information to my email, they were plesant. However, this company is very below anyones standards of care. It is sad to have a company hijack your phone line for no reason. I hope someone else is spared this tragedy! It is a shame to treat people this way, especially the elderly.

We have had Frontiers internet service at our current location for 5 years now and they continually throttle down our service even though they claim they don’t. I have documentation of speeds and consistent times where we can ping 5mbps but than they will also throttle us down to the point where we can barely receive 1mbps. When talking with technically support we are told nothing is wrong and that our plan and location only allows for 1mbps yet their plan they promised is up to 6mbps and as said I have proof that those speeds are capable in our area. They also try to claim amount of devices on our internet slow our speeds but yet we can have only one connected with no improvement. Every so often if you complain enough they will bump your speeds up for a day or two or maybe week but than throttle you right back down again. I’m sick of the lack of promises and inability to offer what is promised. And I’m not the only house in the neighborhood with these issues with this company.

To the office of the president of Frontier Communications:

*** A. ***
***@***.net
Cell:
Customer Account number: 2***

I have been a customer from when the service was ***. I have had an extreme TV grand-fathered package that included ***, *** and other movie channel except for ***. Frontier has cheated me out of my package without letting me know that I was going to lose the service I have had for years. I want my original service reinstated with the *** channels of the $14.99 fee for the *** package to be waved each month. You can eliminate the ***.

On April forth I called to return two old *** cable boxes that were malfunctioning and get a one new cable box sent to me, I only needed one box. The person that was helping me said he could save me some money by doing a bundle, never explaining that I would loss my grandfathered extreme TV package that I have had for years. I lost the *** channels and other movie channels and then gained ***. If I had known I would lose the package I had, I would have not have change anything. The Frontier reprehensive should have told me what was being done. The reprehensive never indicated that it was changing my TV package.

I notice the change on Saturday April 18th. I called on the evening of April 20th and got no straight answer, and then when asked to speak to a supervisor I was placed on hold waited for over 25 mins and no one ever picked up my call to discuss the issue with me. I was frustrated and just reluctantly ordered the *** channels for $14.99 with the intension to call to resolve the issue at later date. Today April 21 I final spoke to a rep. that at least explained the issue but I have to tell you Frontier has cheated me out of my grand-fathered TV package that I have had for years with no one telling me this was going to happen.

I want someone with authority to correct this matter to contact me ASAP.

I have been a loyal customer and this action by Frontier is unacceptable.

Frontier Communications

They change my bundle price without notice and during this time of crisis icalled their customer service and they would not give me the same price as before and they even want me to sign.up for a 1 year contract for a very high price. They know very well.that there is no way I could switch carrier qhere all businesses are on lockdown this is harrassment and sabotage. They know very well that most people are workung from home and wifi isnlife right now. I want my old price back

Frontier promised a MUCH lower billing amount. I have 4 accounts as I own a 4 unit property that I am required to provide internet at. I have now spoken with several employees who are unable to help me. This is spiraling the wrong direction. I would like my bill to reflect the amount that I was promised. That's all I'm asking Frontier to accomplish.

Frontier charged me $3.15 cents a minute to call the netherlands instead
Of the $0.41 cents they said they were going to charge me if I would go over my 500 minute plan and now they say there is nothing I really can do

Poor service for telephone land line and internet. Caused lost of service for over one month and forced me to cancel service and find a new provider. Frontier offered no discount for lost service and refused to cancel immediately. Charged for aditional month. When service was ported over Frontier added additional charges. When contacting customer service numerous times, service personnel switch you from long periods of hold to a new support representative which becomes a test of how long you will explain your case over and over with no resolution. I have multiple tape recordings left on my answering machine of Frontier service technicain before and after finding bad connections on line.

I cancelled my services before the billing cycle started. I spent countless hours on chats and calls to complete this. I was assured that I was done and would be receiving no charges. They continued to bill me and will not send me anything in writing stating it is an error.

I was sold a residential phone service that included free calls to Mexico. After I began placing calls to Mexico my bill was charging me for each call to Mexico. After multiple incorrect invoices, I was able to get through to customer service and was assured that my calls to Mexico were indeed supposed to be no charge. After one failed correction attempt, I was able to get some help from Tiffany on Feb 18, 2020 [Ticket #***]. There should be alot of detail from that phone call in that ticket CAP number. A credit then appeared for $449.68. However there still is a remaining balance of the account of $234.91 that is incorrect and needs to be rectified. My service was disconnected on Jan 21, 2020 even after I called to explain that the bills were incorrect! My only charge should be for basic monthly service from Dec 9, 2019 - Jan 8, 2020 [Approx $56] and for basic service from Jan 8, 20 - Jan 21, 20. I am being charged incorrectly for Frontier Com Online & LD inc. charges and the taxes associated with that. This has been a nightmare from the beginning just wanting to subscribe for basic residential phone service, included multiple calls to resolved these issues and an install date fiasco as well.

When I ordered my internet service the representative Austin ID # ***, agreed to waive the installation fee and $10.00 router fee. When I received my first bill the $10.00 router fee was not waived. I called twice speaking to two representatives and one supervisor. On my first call April 17, 2020 a supervisor was supposed to call back but did not. Today I spoke with Latosha, a supervisor, who also said the fee could not be waived but would attempt to "pull the call" to confirm what I was told. I advised her I would not pay the $10.00 charge as it was invalid. There is a new Federal law effective 12/20/19 Public Law No: 116-94 which prohibits this exact item. It prohibits this deceptive practice and Frontier has said it will comply on June 21, 2020 (the end of the "grace" period. In the meantime Frontier feels it can continue to lie and deceive it's customers.

We have had Frontier internet service for several years now and the past few years have been terrible. Our internet is constantly going out. We call tech service, same procedures of rebooting router, setting up account and promised that our internet will work properly. Properly to me is not losing internet daily. That is not an exaggeration either. Sometimes multiple times a day. If we had another internet provider in our area then I would switch. Terrible internet and terrible customer service. The only reason I am leaving a one star is because it will not let me leave zero.

I was looking to reduce my monthly bill as much as possible and am being charged $6.99 per month for router rental/maintenance. Decided that buying my own would be best options, would pay for itself in a year or so. Found out, before I purchased one, that they charge the $6.99 whether you use their router or not. I think this should be illegal to charge for a service someone isn't using. I have had numerous billing issues with Frontier and charges that I have removed (long distance I didn't want) continue to be on my bill each month. Terrible company!

I have tried several times to resolve an issue I am having w/Frontier over a phone bill. Back in January I cancelled by phone service which was a bundle package, January 18th I believe.

Approx a week later, I noticed I still had phone service, I called Frontier and was told that my service would be cancelled the next billing cycle. With that being said, I assumed my service was paid until the next billing cycle.

To my surprise, after being a loyal customer for over 20 years, I received a phone bill for $484.00. When I called I was bluntly told that my service was cancelled and that since I no longer was on a bundle plan I had to pay for long distance. Well, if I would have been told that initially, I would have never used my landline again which in fact I thought was paid up until the next billing cycle.

This is totally wrong for Frontier to allow a service that was cancelled, then tell the customer it would be cancelled the next billing cycle leading them to believe their service was paid up then allow charges without their knowledge. I can not tell you how disappointed I am in Frontier that I will now be seeking out other service else where. To conduct business in that way, and now especially during times like this is got to be the most absolutely poorest way of service.

The money is really not the issue here, its the way Frontier conducted themselves allowing a service that was CANCELLED!!!!! I agree the phone calls were made from my phone I take total responsibility for that and even suggested that Frontier absorb half the cost but I was told in no certain term, Frontier could not help me out period. Sad, very poor customer service and what is even sadder, is the fact that you as a business assume NO responsibility to your customers. Well, I want NO part of a business or even give my business to a company that conducts themselves such as yourself.

Shame on you Frontier for treating your customers the way you do - how you sleep at night is beyond me and I myself want no part of a business that conducts themselves in that manner.

I was paying $29.99 for Frontier's Internet service with speed of up to 6MB. Last year Frontier upgraded my subscription to High Speed Internet Max which should provide speed of up to 25MB. However I can only get speed of up to 6MB. When I called customer service they said that the location I'm in does not have the capability of the high speed internet service. I complained to them that I should not be paying the higher internet rate if I cannot get that service. They said that the lower internet service is no longer available and that I am out of luck. Also the internet connection gets disconnected probably 5-10 times per day for a few seconds/minutes and I have to keep rebooting the router.