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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poor internet service. Our internet rarely works. Its out more than it is on. and the amount we pay per month keeps going up but the quality of service hasn't changed! I've gone from paying $29.99 a month in June 2015 to now paying $48.98 a month! and on top of that I have been overcharged several months/yrs.( Mainly started when I bundled my frontier account with *** January 2017). I was quoted $79.98 total a month for two years.
Thank you for referring the
complaint of Heather
*** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:*** Ms.
*** states that she has experienced multiple internet outages with her
internet service. *** Ms.
*** states that her month internet service rate has increased from
$29.99 to $48.98 per month. *** Ms.
*** states that her combined Frontier and *** Network service rate was
supposed to be $79.98 per month for two years when a bundled package was
created in January 2017. Frontier has investigated the above
statements and offers the following response:*** Frontier records indicate that a trouble ticket was completed on April 23, 2020 with no identifiable service trouble. Records indicate that Frontier has made adjustments to the internet speed itself in efforts to alleviate potential future connectivity issues.*** Frontier records indicate that Ms. should have received a rate of $29.99 per month for internet service from June 18 2015 to June 17 2017, after which time the monthly rate gradually increased to the now current rate of $48.98 per month.*** A $5.00 monthly increase occurred in January of 2017. Frontier has issued a $30.00 service adjustment to compensate for the six-month promotional discrepancy.*** Frontier records indicate that the combined bundle rate of Frontier and *** services was for one year, not two years. Records indicate that Frontier has already compensated Ms. for the price discrepancy that occurred within that first year.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms.
has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 14276496, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The business stated that there were no issues found by their tech, contradicts what the tech told me. I was told several issues were found and the tech was only able to resolve a couple by dropping my provision to 1mbs. The response also states my *** contract was for one year, I have a contract from *** stating two years.Regards
Thank you for referring
the additional concerns of Customer to our
office for review. The additional concerns
state:*** Ms. advises that the statements made by the repair technician about service trouble contradict the notes indicated on the trouble ticket which stated that the line tested adequately.*** Ms. states that the *** promotion that she received was supposed to be for two years.Ziply Fiber has
reviewed these additional concerns and offers the following response:*** Repair Documentation indicates that testing which occurred from the central office to the customer’s network interface device resulted in no physical service issues. However, records also indicate that the technician did make an internal modification of the internet speed in efforts to alleviate potential future connectivity issues.*** Account records indicate that *** promotional discounts remained constant for two years. A prior resolution with Ms. was reached that monetarily compensated her for a monthly price discrepancy that occurred within the first year of combined services.Ziply Fiber has reviewed these additional remarks and the
company’s position has not changed. Sincerely,Ziply Fiber
My husband and I recently switched over to Frontier for internet only . We weren't told about the 75 dollar installment fee to start the account . Plus the 10 dollars month router fee . We recently purchased our own router I called Frontier to send back the router that was installed. They simply said that's fine but we will continue to charge 10 dollars a month now calling it a access fee . On the billing statement it simply says Router fee. So now we are forced to pay for frontier router that we dont have .
Thank you for referring the complaint of
Mrs.
*** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Mrs. advises she has a billing discrepancy with Frontier.Mrs. inquired on the installation. Mrs. purchased a router fee removed.Frontier has investigated the above
statements and offers the following response:Frontier advises after review the installation cost was provided to Mr. at time of order and he was offered for this to be divided into three bill.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
clear that our service includes equipment charges, such as the router
charge, and neither our advertisements nor our terms and conditions
provide any exceptions. A customer may choose to use their own router, but if the customer
does, our router charge continues to apply. Also, we cannot support
or repair the non-Frontier equipment.Frontier spoke with Mrs. on April 16, 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 Mrs. has experienced as a result of the above matter.
they change who got my bill without my authorization. then let it go for 5 months, then billed me for 5 months worth of charges at more than 100 dollars more a month than what I was paying before this started. then refused to send me a detailed bill to show why the charges went up. They have refused to work with me, on the bill. I do have email proof.
Frontier CommunicationsThank you for referring the
complaint of *** / *** to our office for review. We appreciate him
bringing this matter to our attention.The Complaint states that:***
*** states Frontier changed who received my bill without his
authorization, then let it go for months.***
*** states Frontier has now billed him for five months’ worth of
charges at more than $100.00 more a month than what he was paying prior. ***
*** states Frontier refuses to send him detailed bills. ***
*** states an adjustment of half of what Frontier billed him would
represent a fair payment for their services.Frontier has investigated the above
statements and offers the following response:Frontier spoke to *** on April 14th, and May 5th and after review explained that human error must have occurred due to his charges going onto another customers account that was one digit off from his phone number. Frontier advised his charges for November and December of 2019 and January and February of 2020 were billed to the other account accidentally. Frontier reviewed with *** his products and services as well as his taxes for this time period. He also started installment billing on the April bill due to not being billed for these months. Frontier emailed bill copies for November, December, January and February and *** will call me directly if he has any further questions.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that *** may have experienced as a result of
the above matter.Frontier Specialist: Kelly
E*** Department: Executive
Relations
On December 6, 2019, I called Frontier Communications to move my service because I was moving on December 13, 2019. They do not prorate, and instead charged me for service through January 6, 2020. They made me start a whole new account at my new address, and proceeded to charge me for an extra month of service at my old address ($66, through Feb 6 2020). My new service started on December 15, 2019, so I essentially paid them twice for December service. It is fraudulent for them to charge me for an extra month of service when I have proof I not only paid for an extra month of service, but I paid it twice. I never got a bill in the mail or email, instead I got a collections notice three months later. I refuse to pay this and am taking this matter to court. I wish there was a way to shut down this company's fraudulent and abusive activity, I am a fully disabled veteran with a fixed income and no job and feel they are taking advantage of me.
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 she called Frontier to move her service and a new account was created in error.
• Ms. states she was billed for a full month of service on the old account *** after her new account started service.
Frontier has investigated the above statements and offers the following response:
• Account records show a disconnect order for account number *** was placed on 12/06/19 with an effective completion date of 01/13/20 in error causing a new billing cycle to bill for the additional month.
• Frontier has issued a credit for the amount billed in error in the amount of $75.99 and a refund is being processed.
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.
Sincerely,
Frontier 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
I was told the installation techs were not allowed in my house due to the virus but would deliver the equipment and talk me through doing the install myself. Because of this there would be no installation fee. Then today I received a call saying I still have to pay the fee even though I will be doing the install myself. Tim refused to give me contact information then gave me false information. He also said there was no way to identify him other then his first name. He later called back with his "ID" number ***.
Thank you for referring the complaint
of Ms. *** to our office for review. We appreciate Ms. bringing
this matter to our attention.The Complaint states that: Ms. advises she was promised no technician fee when she
does her upgrade scheduled for 04/13/2020.Frontier has reviewed the above
statements and offers the following response:Frontier spoke with Ms. on April
10, 2020 and advised we have set a customer courtesy billing follow up for next
bill print to credit the upgrade install fee once billed. Frontier advised the
$9.99 onetime equipment fee will still be a valid charge. Ms. presented no further
questions or concerns and has direct contact information for the future.We trust that this information will assist
you in closing this complaint. We apologize for any inconvenience that Ms.
*** has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
This company will charge you the first month of services bar none. I signed on as I was told we would have faster speeds and it was not the truth. Slowest internet since dial-up and after 3 days of service my wife and I canceled services. A week later they’re telling me I’m still on the hook to pay for all of the first month because it’s in the Terms and Conditions section with our bill. That’s all fine and good besides the fact our bill came 3 days AFTER canceling services, and the pink sheet of paper says no such thing about it on the back. Beware of signing a contract with this company.
Company Lied.
Connect Customer service.. For 100, no need for a technician to come. Only 9.99 activation fee.
Disconnect Customer service, you have to pay $75 for a technician connection that did not happen.
You pay $9.99 for a router they never sent and you never had.
Bad cusotmer service..
Lying dishonest
We had cable and internet service with this company.On February 17 or 18 we started experiencing problems with our service such as the cable went and internet stopped working.I contacted the company explained my problem and was told a technician went be sent out and they were unable to resolve the issue as the wires needed to be replaced which required them having to entering the neighbors apartment and them having to get permission and working around the neighbors schedule.The neighbor agreed but the issue was much more worse than what they thought and therefore have to get permission from management as I live in an apartment complex so any repairs have to go thru management.The technician attempted to have a conversation with the manager on numerous occasions to no avail so therefore the necessary repairs could not be done which resulted in frontier no able to provide services for me so therefore the contract that I agreed to is no longer valid
Thank you for referring the complaint of
Ms.
to our office for review. We appreciate Ms.
bringing this matter to our attention.The Complaint states that:Ms. advises she has a billing discrepancy with Frontier for the early termination fee.Frontier has investigated the above
statements and offers the following response:Frontier advises after a review of the account it was determined Frontier was unable to access a neighbor’s condo to fix the lines and correct the service issue.Frontier has credited the full termination fee and the corrected balance due is $126.01.Frontier advises they spoke with Ms. on April 9, 2020 to advise of the above information.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms. has
experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
The amount that I owe I do not agree with because I had already had internet with the company and then sometime in late Janurary or early February I added cable to my service and then the cable and internet went out on February 17th or 18th and we never did get service back.I need an itemized bill to see what I am being charged for.I would like frontier to not call me to notified me by email as the representative was unprofressional in calling me and wanting me to write everything that she told me down that is not how you conduct business you provide documentation to the person
Thank you for referring the rebuttal of Ms.
to our office for review. We appreciate Ms.
bringing this matter to our attention.The Rebuttal states that:Ms. advises she has a billing discrepancy with Frontier for the early termination fee.Frontier has investigated the above
statements and offers the following response:Frontier advises after a review of the account it was determined Frontier was unable to access a neighbor’s condo to fix the lines and correct the service issue.Frontier has credited the full termination fee and the corrected balance due is $126.01.Frontier advises the remaining balance was owed for service on the February 6, 2020 bill that generated for $209.08. Frontier has credited back to February 14, 2020 for all services.Frontier advises the increase in cost was from January 16, 2020 when TV service was added.Frontier advises they spoke with Ms. on April 9, 2020 to advise of the above information and sent an email on that date confirming balance and credit issued.Frontier advises another has been sent to Ms. to notify 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.
Mandatory charge for wireless router monthly fee for $10 a month ($120 a year) or forced to buy one of theirs ($200). Consumer had equipment that supported their service. Shouldn't be forced to use equipment if not needed.
Thank you for referring the complaint of
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr. advises that he should not be charged a $10.00 monthly
router fee if he is using his own equipment. Frontier has investigated the above
statements and offers the following response:Frontier advises that our Residential
Gateway router is Frontier equipment provided with every service order and
specifically designed to work with our service. Our advertising and our residential 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 charges continues to apply. Also, we cannot support or repair the non-Frontier
equipment.Frontier advises that 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 advises that the monthly $10.00
router fee is a valid charge.Frontier attempted to contact Mr.
*** by telephone on April 10, 2020, April 13, 2020, and April 14, 2020, and
via email on April 13, 2020. Frontier
has not yet received a response from the customer.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 recently wished to discontinue service with this company due to problems including cutting off my service without sending a bill or any other notification. I did not know my five digit account code and was unable to get one on line. They told me very rudely that if I tried to cancel my account they would send me to collections. They refused to allow me to speak to a supervisor or provide any resolution
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 would like to disconnect her
Frontier account; however, she is unable to verify her 5-digit Account
Passcode. Frontier
has investigated the above statements and offers the following response:Frontier advises that
the Account Passcode is a 5-digit number used by Frontier call centers to
confirm the customer's identity and protect the customer's account from
unauthorized access. A customer can set up their 5-digit passcode
via Frontier.com, My Frontier Mobile App, or when they call into Frontier via
The IVR.Frontier spoke to Ms.
*** on April 8, 2020 and explained the information above. Frontier advises
that Ms. was not willing to go through the Frontier.com process to obtain
her account passcode at this time. Frontier is mailing Ms.
*** a letter to the billing address on file with her Customer Authorization
ID. Ms. will be able to be used
this ID to verify her Frontier account. Frontier advises that
changes cannot be made to Ms.’s Frontier account until she is verified. 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.
We did not receive a billing for the months of Jan - Feb We called several times for a billing statement so that we could make payment as we always did. No response from them. Then out of the blue they send us a bill, NO statement, for two moths plus late charges, We assume. In the meantime we canceled our Internet service NOT the tel because it is connected with our. Security System. In conversation they asked to if both Tele and internet were to be canceled, I responded four time that NO just the internet I the meantime we got another internet service. and NO tele service, just our cell phones. We told them again in a letter to them a month ago, that if they would sen us a bill for the two months we would pay it, BUT no bill until we got the one which we assume includes late charges. All billing for prior months was $109 x two months is $218 they want $299. We have never been late with them in the years we had their service NOR have we ever been late with any other supplier or billings.
I would like to send you a copy of a letter we are sending to Frontier and the collection agency but need an address, Please email us with the address. Thank You
Frontier CommunicationsThank 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 didn’t receive a bill for December and January, he
called several times about that so they could make the payments as always,
and got no response. Mr.
then received a statement for two months of billing with late fees on it
and he refuses to pay for those. He
also called to disconnect the Internet service only not the phone service,
but both were disconnected, the phone portion in error. Then he got hit with an additional fee
for disconnecting all the services.Mr. just wants to pay for two months of service and that is
it.Frontier has
investigated the above statements and offers the following response:Frontier
spoke to Mr. on April 14, 2020 and agreed to issue credit to the
account in the amount of $81.33 which would bring his balance to $218 for
two months of the service that he hadn’t received billing for.Frontier
issued the credit and got it applied to Mr.’s account, then
emailed him to let him know this and sent him the address to send his
payment to, he is satisfied at this time.We trust that this
information will assist you in closing this complaint. We regret any inconvenience that Mr. may
have experienced as a result of the above matter.Frontier Specialist: Jacey D Department: Customer
Specialist
Frontier Communications:
This company is the absolute worst provider I have ever experienced!!!! I had internet installed in January 2020. The tech was lazy and chose to connect to an old existing phone line, I do not get internet in the section of the home I had it installed for, the cable is ran from the road through the yard down the east side of the house and over sidewalks around to the back south side of the house. They said the cable couldn't be buried because the ground was frozen. I called today 4/8/2020 of course the only way to get a live person is to pretend you want to buy something and magically you get a live eager to help person! I was on the phone for a total of 55 minutes and the best they could tell me was there was a service ticket put in and the soonest they can have this complete is JUNE! 5 months later!! Horrible customer service!
Thank you
for referring the complaint of : *** to our office for review. We appreciate *** bringing this matter to our attention.The
Complaint states that:*** advises a service line remains unburied from her
service installation with Frontier. Frontier has investigated the above statements and offers
the followingresponse:Frontier advises buried drops in Mrs.’s area are on winter hold until June 1,2020 due to ground and weather conditions.Frontier spoke to Mrs. on April,9,2020 and advised of the above information.Frontier advises Mrs. has direct contact information to Frontier Communications. We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has
experienced as a result of the above matter.
I called Frontier on 3/6/2020, my service was completely out. The rep that assisted me told me that he would be able to have someone out that day. No one showed up and I received a text message that my service appointment was scheduled for 3/7/2020 from 1-5. No one had shown up by 5, so I called and was told that the tech was still coming out. I received a call at around 6:30 from a supervisor letting me know that the tech would not be coming out. After he understood that my service was completely out, he said he would get someone out that evening and would call me back. He never did call back. I received a text message on 3/8/2020 at 2:19 with an appointment date of 3/10/2020. The tech showed up on 3/10/2020 and repaired my service and replaced the modem/router. When he left the service the service was functioning correctly. On 3/14/2020 the modem/router that Frontier provided would not provide an internet connection on the 5G band. I called Frontier on 3/15/2020 to report the issue and obtain tech support. The rep ran through troubleshooting, restarting the router, and he accessed my equipment. He did not resolve the issue with the 5G band and instructed me to just the the 2G band and I would receive a call back. I never got a call back and on 3/30/2020 I called and ordered service from another provider. I called Frontier on 4/8/2020 to cancel my service and at that time the rep attempted to assist with my issues. I shared with her that I already have another provider and I wanted to cancel service. She then told me that since I just started my billing cycle that I would not have my bill prorated. I let her know the only reason I was cancelling was due to the service issues. The representative provided a credit for the period my service was out, after I asked for it. Frontier refused to issue credit for the unused service. I asked about returning the equipment and the rep checked another system and advised that they do not need it returned. This was confusing as it was new equipment that the tech installed when he was here on 3/10/2020.
Mr. billed $65/FIOS 100/100 Internet plus taxes on the 4/4/2020 billing statement. The charges were billed from 4/4/2020 – 5/3/2020.
Mr. called and spoke with a Frontier billing agent on April 8 to dispute the balance (new charges) due to service not working. The Frontier agent reviewed the charges and issued credit for customer satisfaction.Customer currently has a credit balance of $68.99. The credit balance will be sent back to him once the account is final.Mr. has an order (***) pending to disconnect service as of 5/1/2020.Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Revdex.com in closing this complaint.
We moved and were told that when a port opened up we could get services. Our neighbors moved and told us that they cancelled on 3/27, and services would end on 3/31. Called and was told that they would run reports to show that we could get the report. Day comes I don't hear back, so I call, and all that happens is that I am told I need a tech to come out to my house and am transferred between departments for more than two hours. I finally demanded to speak to a supervisor, which they claim you cannot do and that they are not available, but I did not back down and finally got to speak with Jennifer (badge #7649) and she promised I would receive a phone call back last week, which I did not. I had been told this before and never received a phone call, so I asked what happens when you don't call me back? She promised they would and they did not. We are unable to get services at our home, which is a problem, but they are the only provider in the area, make promises they cannot keep and do not return calls or send out techs to check out that my neighbors cancelled their services.
Frontier CommunicationsThank you for referring the
complaint of Catherine
A. *** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms.
*** would like Frontier Internet service but has been advised that Frontier
Internet is not available in her area.Frontier has investigated the above
statements and offers the following response:Frontier advises that Internet
service from Frontier is not available at Ms.’s location at this
time.Frontier attempted to reach
Ms. to advise of the above but was unsuccessful. Frontier left a detailed message for Ms.
*** that 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.They don’t address the lying or the multiple stories I was told. That is the complaint. I stated that I understood that ports were not available, but I was lied to and not called back on multiple occasions. They are sweeping this under the rug, and not addressing the issue. Regards
Frontier CommunicationsThank you for referring the rebuttal
complaint of *** A. *** to our office for review. We appreciate Ms.
bringing this matter to our attention.The Complaint states that:Ms.
*** would like Frontier Internet service but has been advised that
Frontier Internet is not available in her area at this time. Ms. advises that she was given
misinformation multiple times from representatives about the internet
service being available and she advises that she was not contacted back
after being advised she would receive call backs.Frontier has investigated the above
statements and offers the following response:Frontier advises that
Internet service from Frontier is not available at Ms.’s location at
this time.Frontier sincerely apologizes
to Ms. for any inconvenience that she experienced as this is not the kind
of customer service we hoped for anyone to experience and we appreciate the feedback
that she has given and will be forwarded on for further coaching opportunities.Frontier attempted to reach
Ms. to advise of the above but was unsuccessful. Frontier left a detailed message for Ms.
*** that 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.
I have returned my frontier equipment after I canceled my services, I have a tracking number from 3 weeks ago, and no one will confirm they have it or do anything about it and have been billed $200
Mr. advises that he returned my frontier equipment after cancelling service. Provided returned equipment tracking number and was billed $200.00 for equipment that was returned.
Frontier has investigated the above statements and offers the following response:
Frontier can confirm that the Mr. equipment is showing returned and a credit in the amount of 231.63 has been applied to Mr. account for the unreturned equipment fee.
Frontier spoke with Mr. on April 20, 2020 to advise of our findings and he is agreeable to this resolution.
We trust 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
I did not know I could do this in 2016 or I would have complained about the doubled bill I received when Frontier took over for *** and they did nothing about. I simply canceled my service. In the area I am in there are only 2 providers, one is fios and the other is cable. I do not subscribe for TV, only internet and phone. I had to go back to frontier since the cable company was not adequate service for internet and frontier is the ONLY other option. I moved in November. My house was being renovated and we were not able to occupy the house until January. When I finally unpacked a phone to plug it in, there was no phone service. In fact the box had no phone wiring in the port at all. My husband called and a technician came out. My husband had to explain how to hook the box up to the technician because he did not know how. I called to request a refund for the service they never hooked up in the first place and they gave me $2. $2 out of $80! Yes it is my fault for not double checking their installation in November. The woman told me the construction could have damaged the line. There was no line in my garage. There was no construction in my garage. There was nothing ever hooked up. I have reason to believe from their criminal practices in 2016 that they do this on purpose. They know the establishment cannot be inhabited at time of hook up and don't hook up until there is a complaint. $18 times 4 months is not alot of money to a large business, but to a homeowner it is. When the homeowner has to explain to the provider how to do his job that tells me they are not doing a capable job on service at all.
Since they are my only option for fios which is what my house is wired for, I would like them to at least act like they care. I would like them to acknowledge that they messed up and not blame me. I would like more than $2 given back for a job I thought had been done 4 months previously. They did this to me when they took over in 2016. Over charged me for 3 months and I had to call over ***. about it and the customer service did not care, they were hateful to me and made out that it wasn't their fault they doubled the deal I had had with ***. So I canceled. That is not an option this time. Offering $2 and telling me it was my fault for it not being hooked up is a slap in the face. Thank you for your help.
Frontier CommunicationsThank 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.
*** is disputing charges on her Frontier bill statements for the
monthly telephone charge that she has been billed and was not installed
back in November of 2019 and she would like to receive credit back for the
charges.Frontier has investigated the above
statements and offers the following response:Frontier investigated and advises
that Ms. service was transferred to a new location in November of 2019
and only the internet service was installed at that time per notes made by the
technician.Frontier advises that a
technician went out on April 6, 2020 and finished the installation of the
telephone service.Frontier advises that credit
has been applied to Ms.’s account for out of service from November 18,
2019 to April 6, 2020 in the amount of $93.93 and will be on her next bill statement
that prints on May 1, 2020.Frontier attempted to reach
Ms. to advise of the above but was unsuccessful. Frontier left a detailed message for Ms.
*** that 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. Thank you very much.
Regards,
***s
On February 4, 2020 I called Frontier to order two extenders for our home and upgrade the internet speed to 500ps. I was told they would mail the extenders and someone would be coming out to our home to take care of the internet speed. We would be charged $75 charge for someone to come out plus $169 for the extenders. After more than a couple of weeks I called back letting them know I still had not received extenders and no one had yet come to our home. I was told they would take care of it and I should have the extenders in the coming week. My next call was again a week or two later....still no extenders or service call. I also ordered the *** channel and then once again was told I should be receiving them. My 5th call was a day or two later to let them know I was trying to watch the *** channel and it was "Not a viewable channel". They informed me that the networks were in price negotiations and *** was NOT a channel we could have. Call # 6 was when I got my bill and showed a charge for Extenders, Service Call, & *** network even though it we couldn't get it due to negotiations between the network. I was on the phone for an 1 1/2 hrs being shuffled from person to person to be told they couldn't give us a credit for services they delivered. I argued that zero of the things billed for we got. Another order was sent out and as of today, April 7, 2020 and my 7th call today, once again we would hear something in a week and I was actually hung up on and forced to call back only to repeat the damn story . Not sure who is running Frontier but there is a serious disconnect with customer service and the company to viewers.
We have been charged $252.98 and can still not get what we were charged for. At this point, we want our money back for the extenders, service charge(no one ever came out and we still don't have faster internet), and we were forced to get the *** channel on our computer and have never used it once on our television. I think 7 phone calls is more than enough grace, patience, and jumping through hoops to buy something but then never received what was promised.
The Complaint states that:Mr. is
disputing charges on his Frontier bill. 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 we have confirmed that on February 7, 2020, when Mr.’s services were upgraded, we did not need to send a tech. Frontier advises that Mr. did not receive Mesh Extenders from Frontier. Frontier advises that we have issued a credit t to Mr.’s account for both a tech visit as well as for 3 Mesh Extenders. Frontier advises that we spoke to Mr. on April 10, 2020 to advise of the above.
I purchased internet service on 3/11/20, and it was turned on 3/12/20. The salesman stated the internet could turn on before the scheduled installation on 3/16/20. Since we were returning customers we already owned a router and wiring. The internet did turn on and our router was compatible. An installer stopped by 3/16/20, and we stayed the internet was already turned on. The installer walked upstairs to see if our router was compatible for the internet speeds we purchased. He stopped from afar and said “You’re good, I don’t need to do anything”. My husband asked if we would be charged for a visit, which the installer answered “no”. I received my first bill with a charge for installment and for a new router. My husband and I spoke with customer care for over an hour to remove the charges. We were put on hold multiple times and after speaking to a manager, they still would not remove the charges. We ended up canceling service, and the manager stated we would still be charged. We would also have to pay an extra $100.00 for the router we never received if we did not return the router. The only router we have is the one we own from previous service years ago. We originally had *** FIOS before they were bought by Frontier.
Thank you for referring the complaint of
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr. advises that he is disputing charges for the
installation of his Frontier internet service and for a router.Mr. advises that he did not receive a new router from
Frontier but was informed that he would owe an additional $100.00 fee for
unreturned equipment.Frontier has investigated the above
statements and offers the following response:Frontier advises that although Mr.
*** was able to install the router that he had from when he was previously
a Frontier customer, he was informed that a technician would be coming out and
quoted all charges associated with dispatching a technician.Frontier advises that Mr. was
quoted a monthly rate of $49.99, which includes $39.99 for the internet service
itself and $10.00 for the wireless router service charge. The router service fee applies whether the
customer uses their own router or a new router provided by Frontier. Frontier advises that since Mr. Thompson
was not provided with a new router, he will not be responsible for any
unreturned equipment fees. Frontier will follow to ensure he is not erroneously billed
an unreturned equipment charge on the next statement.Frontier spoke with Mr. on
April 13, 2020 and advised him of the above information. He has direct contact information for
Frontier.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 had scheduled service to be set up in my apartment by frontier communications for a particular day. Before service could be set up, I had to make a deposit or a payment of some kind, which I did. The day that service was to be set up, I took a day off from work and no one showed up. I called to find out what happened and they told me that the installation was cancelled because the deposit or payment that I previously mentioned was never made. I told them that I did in fact make that payment and shortly after they confirmed that the payment was made. I asked why I never received a phone call notifying me of the cancellation and I was told that attempts were made to call me but at a phone number that was 100% different from my actual phone number. I've had the same phone number for 10+ years now and so messing up my phone number at all, let alone to the extent that it was, would be like misspelling my own name, so it was obvious that frontier made some sort of mistake. The person on the phone then said that she would add a $25 credit to my account for my first bill to make up for the error. When it was time to pay my first bill, I called to apply the credit and was told that it couldn't be applied for one reason or another but that I could apply it to the next bill. When it was time to pay the next bill, I called again and this time I was told that the initial reason for the credit being added was not a valid reason and that the credit was made in error and that there would be no credit applied to my account. I asked to be transferred to someone at a higher level who could resolve the issue and was told that it wouldn't be possible regardless of who I spoke to.
Thank you for referring the
complaint of Mr. *** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr. advises he has a billing dispute with
Frontier.Frontier has investigated the
above statements and offers the following response:Frontier advises we spoke with Mr. on April 9, 2020 and
advised we have issued a customer courtesy credit of $25.00 for his missed
appointment that Frontier caused. Frontier apologized for Mr.’s experience with his
Frontier account not being installed when promised originally.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.
Service never worked. We had multiple service technicians out to solve the issue but couldn’t resolve. After many attempts, frontier told us that they would refund our final bill. They put that last month to collections and conveniently lost all notes of any service calls...
Thank you for referring the complaint of *** to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that this account had a recurring past due balance since the September 2018 bill.Effective November 9, 2018 the account was suspended for non-payment.On November 16, 2018 Mr. contacted our Customer Service to make a payment and restore the service. Payment in the amount of $164.94 was received on November 16, 2018. The service was restored.Effective January 8, 2019 the Billing Telephone Number 310/457-6111 was ported out to another provider. Mr.’s Frontier account is closed at this time. Payment in the amount of $222.84 was received on May 31, 2019. On June 5, 2019 this payment was debited from the Frontier account and sent back to the customer. Our records indicate that this payment may have been disputed by the customer. The account balance is $222.84. The charges are sustained. On April 17th and 21st, 2020 I left messages for Mr. and provided my contact number.We apologize for the inconvenience this matter may have caused. We trust this information will assist you in closing this complaint.
Sincerely,
Stacey M.
Customer Relations Specialist