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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There was static on the phone lines. Service techs had been out previously and checked the box on the side of the house and found nothing wrong. Repair still insisted on sending someone out again. I stated I did not want anyone to come out if there was a charge. They said there wouldn't be if the repairman didn't go inside. No one was here when he came. We were then charged $159 plus tax and billing refuses to remove the charge.
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. is disputing the charge for a Technician visit.
Frontier has investigated the above statements and offers the following response:
• Frontier advises a Technician did go out on July 3, 2020 due to phone service issues and was billed a Technician visit charge.
• Frontier has placed a credit on the account to offset the Technician visit and one late payment fee which are both appearing on the August 2020 billing statement.
• Frontier was unable to make contact with Mr. to advise of the credit, a message was left regarding the credit amount along with direct contact information.
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 canceled my service with Frontier on July 17. Per my conversations with a customer service representative, I was advised that my final bill would be $24.47, including a termination fee of $14.
Instead, Frontier charged my credit card for $64.63, representing a full month's worth of service. I asked their customer service why and they said that was their policy, to bill for a full final month. The representative refused to partially refund the transaction.
This is absolutely egregious behavior (to not pro-rate my final bill) and was never outlined in any documents that I agreed to.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate him
bringing this matter to our attention.The Complaint states that:Mr.
*** is disputing his bill for services from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier’s records
indicate that Mr. disconnected his service with Frontier on July 17,
2020, this was five days after his monthly bill generated on July 12, 2020. Frontier advises that
Mr.’s bill with Frontier dated July 12, 2020
billed him for thirty days of service from July 12, 2020 through August 11,
2020. Frontier issued a
credit to Mr.’s account on August 7, 2020 in the amount of $53.77 to
provide back credit for services billed from July 18, 2020 through August 11,
2020. Frontier communicated
with Mr. via email, at ***,
to advise. 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 placed a new customer order on July 18, 2020 and was confirmed for 500/500 Internet speed installation. I was subsequently scheduled for an installation appointment on August 5 from 1-5 pm ET. When I did not receive a text message on August 4 confirming my installation appointment, I called Frontier customer service to inquire about status. The customer service rep told me my order was on HOLD because the 500/500 service I reserved was not available at my address. And, Frontier did not think to proactively call me to inform me of this?! The rep then told me I had to agree to a reduced speed of 100/100 and if I did, the installation date/time would proceed as previously scheduled (August 5). Naturally, Frontier is the only option in Wells NY so I conceded with the customer rep’s request. He also informed me that the original Sales Rep “oversold” the service and that my monthly price for the reduced speed would be the same as the price quoted for the higher 500/500 that I thought I was purchasing. In fact, my original confirmation shows that I did, in fact, purchase 500/500. Regardless, I sat home today (August 5) and waited for the installation tech to arrive. At 3:30 pm, I received only a text message that the appointment was rescheduled for August 6 - and NO time was specified. I called the 1-800 Customer Service number again to inquire as to the issue. I was simply told the installation tech was handling outages from storms. It is worth noting there were no storms in this area. Add to this, it is now 6:10 pm ET on August 5 and the Frontier website still shows my installation appointment “in progress” for today, August 5 1-5. Please explain how the text message I received at 3:30 pm today is inconsistent with the status reporting on the web site? This is wholly unacceptable. I have never experienced such poor communication as this from a business. It is clear that Frontier does not place a priority on customer service. What tone is the tech coming tomorrow, August 6? Instill do not know. Unprofessional and unacceptable.
Sales person when I opened account gave me all incorrect information. It looks like my payment did not go to the right account. But as sales person gave me wrong pass code they can not validate me. I asked for a manager to assist but the person on duty refused to speak with me.. Saying I have to follow procedures! How can I? Why can they not validate by my email or mobile phone number?
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 would like to know why he needs to verify information
prior to speaking with a representative regarding his account.Frontier has investigated the above
statements and offers the following response:Frontier apologized to Mr. for the customer service experience.Frontier takes privacy and security of customers’ accounts seriously and is required to follow specific rules as defined by regulatory agencies. This helps to prevent fraudulent activity on customer accounts.In order to assist, Mr. will need to provide his 5-digit passcode. Since he was unable to validate his passcode an authorization ID was sent to his physical address. Upon receiving, we can validate and discuss his account further.Frontier advises that Mr. was able to receive assistance with his account via online chat help.Frontier spoke with Mr. on 8/6/2020 and advised him of the above information. Frontier has provided direct contact information should he require further assistance.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.
The person who contacted me understood that further training needed to be done with front line agents and the team leaders who refused to take an escalation request by phone. The team lead would of been able to resolve my problem in just a few minutes but refused to do their own job and would not accept the call. I feel that the person I spoke with understood what my issue was and would be doing further training as well as taking appropriate actions if that involves a write up for those who were responsible for the floor and front line agents refusing to do there job themselves!
Regards
I called August 5th, 2020 to cancel my frontier. I turned in equipment on July 31st since I'm moving. I was told I can turn in the equipment at their location in Downtown Bloomington, Illinois, but they can't cancel my account there in person. Which is ridiculous. I cancelled today since it's been hectic with the move and just now remembered and getting around to it. I have to pay for the entire month of August because of how their system is set up. That's not right and your rates need to be prorated. Even if they weren't prorated, I turned in equipment and asked to cancel on July31st, Which is the end of their billing cycle.I'm being charged for the month of August when I don't even have their unreliable equipment, and they're charging a $10 dollar cancellation fee. This company is extorts money, is fraudulent, and takes advantage of people.
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.
*** states he has a billing discrepancy with Frontier. Mr.
*** states he returned his equipment on July 30, 2020; however, he was
still billed for the month of August.Frontier has investigated the above
statements and offers the following response:Frontier advises our records
confirm Mr. returned his equipment on July 30, 2020. Frontier advises Mr.’s
the August 1, 2020 billing statement had already generated when Mr.
called on August 5, 2020 to cancel service. Frontier advises the order
to disconnect Mr.’s service was backdated to be effective July 31, 2020. Mr.’s September 1, 2020 billing statement
will reflect credit for the August service charges. Frontier advises we have
been unsuccessful in our attempts to contact Mr.. We have provided our
direct contact information and set a follow up to review the September billing
statement to ensure accuracy. 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. I’m lucky to have filed the complaint and this issue has been back dated. But how many people are taken advantage by Frontier’s predatory practices and ripping off customers one extra month. How many don’t have the time to do what I did. I have also filed with the federal trade commission and other federal regulatory agencies because this practice simply isn’t right. When I cancel other things such as insurance, I’m prorated and returned money. This is simple internet. It’s ridiculous Frontier nickel and dimes people and gets away with stealing an extra month of billing. They make it hard for people to cancel. Why is it not possible to cancel in office where I returned my equipment? They add extra steps to make it harder. I now understand why frontier is bankrupt and hope their company is bought out by a company with ethics. I haven’t been reached due to moving across country various states and working remotely I’m constantly in virtual meetings and on the phone. I also don’t answer 800 numbers or unknown numbers. They never once left me a voicemail or call back number. To be honest, I have nothing to say to them. I talked to them in office and via chat online politely and no one could resolve this issue or credit my account. So I have nothing to say or hear from them. I accept Frontier’s backdating and canceling my August bill since I turned in equipment July 31st. If they still send a bill, it will not be paid. They can deal with the paperwork and sending it to collections. Thank you Revdex.com for all your time and help.
Regards
My internet is continuously out. Currently, it has been out for over three weeks. Called them numerous times, and all they can tell me there is an outage in my area, and they are working on it. I have not had a week in the last thirteen months that I had internet service for the whole week. The shortest is was out was 24 hours. The longest has been over three weeks.
Thank you for referring the complaint of Mr.
*** to our office for review. We appreciate
Ms. bringing this matter to our attention.The Complaint states that:Ms. Mr. advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises that we dispatched a tech to Mr ***’s location and restored the service.Frontier advises we have applied all appropriate credits for Mr.’s time out of service.Frontier spoke with Mr. on August 14, 2020, and advised of the above. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that 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 5/6/2020 I requested contacted Frontier in regards to installing internet at my new home. The installation was scheduled for 5/14/2020, the tech came out and told us that he would need to input a ticket to the engineering team because we would need new line run. The engineering tech came out within that week and ran all new line. Since then I have been in touch with Frontier at least 10 times, to set-up installation. Each time they had told me they scheduled me in and I was given a 4-hour window that they would be arriving. I had to take off work and wait each time to find out that no one was coming and there was no call to reschedule. Finally, I was told the issue is that the ticket is still with the engineering team and so each time a tech has been scheduled to come out for installation they have not received the ticket. This was after the 6th no call/no show. The rep had stated that she could not do anything, but escalate the ticket. I could not call the engineering team and neither could they, so it is stuck in limbo. She stated she would personally track the ticket and call me as soon as it has been moved out of the engineering team's que. That call was 1.5 months ago. Earlier this week I talked to 3 different reps to explain the situation, 2 of them were extremely unhelpful and the last one stated that he had scheduled for tech to come out to "Check on the line". If the line had in fact been run he would install that day. I again had to take off from work yesterday from 8-12 to have no one call or show up.
The Complaint states that:Ms. advises
that her Frontier installation has been delayed and she would like an
installation date. 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 Ms.’s installation was delayed due to cable work that needed to be done to provider her address with the internet service she requested. Installation was completed on August 7, 2020.Frontier advises that as a courtesy Frontier advises that despite our best efforts we’ve been unable to reach Ms. to discuss her complaint. Direct contact information has been provided.
I contacted Frontier Communication about their internet services. I was speaking with a service representative about their internet service and comparing costs before making any changes. I asked about wifi router fees as I would not need one. The representative did indicate that a fee had to be charged for the router if it is used or not. After consideration of all the fees I was declining the offer when I was passed over to a supervisor whom contradicted the sales rep and said I would only be charged if I had to use their router.
When I received my first bill I noted I was being charged for the router, At this time I contacted them (july 24TH) and explained the situation. After a long call I was informed they would review the original call recording and I would hear back from them in 72 hours. I waited until August 5th and called back to see what was the result of the review of the original call.
I was informed that they had reviewed the call and noted that I was told I would not be charged but that company policy is that they charge for the router and I will have to pay until December when they stop charging everyone for it!
The cost of their service was lower than my previous provider but with the installation fees it would 8 months before I would break even without the router fees. Clearly they reviewed a recording where I was told a lie to get me to switch my service to Frontier Communications. Due to having to pay for the installation fees spread over my first 3 bills I feel I am unable to cancel as will be paying them for lying to me
Frontier has investigated the above
statements and offers the following response:Our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipment.Frontier spoke with *** on August 7, 2020 and advised of the above. Frontier did issue a one-time discretionary credit equal to one month of the router fee.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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have never issued a complaint to the Revdex.com until this incident and feel that I was blatantly lied too by a Frontier employee to get me to switch my service from a competitor to their service. I fully understand they have a corporate policy on the wifi router but what is their policy on employee conduct in regards to getting business. I switched service and am now stuck with them due to the installation fees that can not be waived and with the router fees and the install fee I am forced to pay more than what I would have paid with the previous vender. Lesson learned and once the install fees are absorbed over several months I will take my business to a company that holds their employees to a higher standard. Regards
Frontier has investigated the above
statements and offers the following response:Our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipment.Frontier spoke with *** on August 7, 2020 and advised of the above. Frontier did issue a one-time discretionary credit equal to one month of the router fee.Frontier’s position on this matter has not changed.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.
once I 1st contacted Frontier about phone service, it took 1 month after their service/hookup date before I finally had service with many missed appointments on their end, including times they claimed to be at my home as I sat on my front couch looking out the window, and after many calls with the 800 number the resolution was that I would not be billed the 100$ installation fee. Sounded good to me. I received my first bill not only with the service fee but also charging me for the first month in which I did not have service. I called again, the claimed to they would resolve it on a future bill just to wait, so I did and paid the monthly charge as it was itemized even though I did not have that month of service. I continued to do this for apprx 4-6 months each month receiving a new bill with the installation fee and now an additional Late fee. that in all added up to 168.35 of additional charges that I was told would eventually be dropped. I finally after many phone calls decided to drop the service due to their billing negligence , and again was told on the phone that since this was an issue I had with their service I would not be charged a disconnect fee. I am now regularly receiving bills with the original 168.35, plus an additional 100 disconnect fee. for 268.35. with implications that I must pay or be sent to collection. and when I call they claim to have no notes on any previous calls no escalations from previous calls or settlements from their end. I ask to speak to a supervisor and I am giving the run around or hung up on, and when I call back they claim to have no details of that previous call. I have asked them to go back through the recordings they claim to take only to be made promises that go unfulfilled by customer service agents that clearly have no pull and make false claims. With the worse repeated customer service issues I have ever encountered I am making my first Revdex.com complaint in my 40 yrs. I paid monthly for their overpriced service on time every month and regardless have received the runaround from the beginning. I will not pay them what is my money and feel if anything I should charge them for my missed days of work waiting for their service technician to arrive only to be a no show again and again.
Thank you for referring the complaint of Mr.
*** to our office for review. We appreciate
Mr. bringing this matter to our attention.The Complaint states that:Mr. advises that he was not supposed to be charged for early termination fees.Mr. stated that he should not have been charged for activation fees.Frontier has investigated the above
statements and offers the following response:Frontier advises that we investigated the account for Mr. and advise that after review, the billing is correct.Frontier has left our direct contact information with Mr.. Frontier has been unsuccessful in our attempts to validate the account with Mr.. 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
The company reached out, but claims they can not verify who I am until they send me information via mail and I respond to said information. They have not yet worked in any way to evaluate this dispute, this response from frontier is made without research. I am still waiting on the mailing from frontier at this time. I have also now recurved a notice from a third party collection company. They moved extremely swiftly on that front, amazing they can sell the debt without first verifying debt.
Thank you for referring the complaint of Mr.
*** to our office for review. We appreciate
Mr. bringing this matter to our attention.The Complaint states that:Mr. advises that he was not supposed to be charged for an early termination fee.Mr. stated that he should not have been charged for activation fees.Frontier has investigated the above
statements and offers the following response:Frontier advises that we investigated the account for Mr. and advise that after review, the billing is correct.Frontier advises that all appropriate credits have been applied to the account.Frontier advises that our position is still the same. Frontier spoke to Mr. on August 27, 2020, and advised of the above.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr.
*** has experienced as a result of the
above matter.
I recently had Frontier Communications install a DSL modem in my new home. The technician was pleasant, and as he finished, I mentioned that I would get my router hooked up. The tech told me that the modem had built in wifi. I told the tech that I was not paying for it. The tech told me there was no additional charge. I opened my 1st bill and there was a wifi router charge. I called customer service and was told that this was a non-negotiable added price. As I explained that I did not want it and was told that I would not be charged by the technician. The customer service agent and then his supervisor told me I was wrong and would not remove the charge or send a new device without a router. Frontier Communications lied to me and would not make it right.
Thank you for referring the complaint of
Mr. *** to our office for review. We appreciate Mr. for bringing
this matter to our attention.According
to the complaint:Mr.
*** is disputing his bill for services from Frontier.Frontier
has investigated the above statements and offers the following response: Our
Frontier Residential Gateway (router) is Frontier equipment provided with every
service order and specifically designed to work with our service. Our
advertising and our residential Internet terms and conditions make clear that
our service includes equipment charges, such as the router charge, and neither
our advertisements nor our terms and conditions provide any exceptions. A
customer may choose to use their own router, but if the customer does, our
router charge continues to apply. Also, we cannot support or repair the
non-Frontier equipment.Frontier
communicated the above information via voicemail message and provided direct
contact 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.
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.
First, I'd like to thank Frontier's corporate office for a timely response. This response came before the local manager could be reached or would contact me per request. Unfortunately, I feel this response only came due to the filing of a complaint with a national consumer advocacy entity (Revdex.com).In response to this comment from Frontier, I never saw any advertisements. I called the sales department directly. I was told the 3 Mbps service was available and would be $29.99 per month. I opted for home phone service at an additional $10 per month charge. This brings the bill, before taxes and surcharges, to $39.99 per month. This is what I agreed to. The salesperson did not convey any additional costs except installation related charges. I agreed to those charges, and those charges alone. The installation technician confirmed that there would be NO additional charges for wifi. If there were additional charges, I would have cancelled the order. Also I agreed to pay the $29.99 for 3Mbps. I only receive 1Mbps at the same price. I was fine with that until I was blatantly lied to by the salesperson and/or technician and/or Customer Service. I received a phone call from a Lori from "the president's office" on Friday 8/7/20. She left a message as I was unable to answer. She stated the exact same thing written here. She said that I agreed to a $47.99 charge. This is odd as the charge disputed is $10.00. Her figure and my figure are not even 10 dollars apart. Per this asinine and very unprofessional handling of a (now less than) 10 dollar dispute, I will be canceling service once I return from my business trip. However, the dispute will stay open until it is known that Frontier Communications is nothing more than an untrustworthy scam that does not care about the needs or requests of customers that pay their bills. Its quite unfortunate. In hindsight, I should have listened to the neighbors and taken a d ifferent path for my ISP.
Regards
Thank you for referring the complaint of
Mr. *** to our office for review. We appreciate Mr. for bringing
this matter to our attention.According
to the complaint:Mr.
*** is disputing his bill for services from Frontier.Frontier
has investigated the above statements and offers the following response: Our
Frontier Residential Gateway (router) is Frontier equipment provided with every
service order and specifically designed to work with our service. Our
advertising and our residential Internet terms and conditions make clear that
our service includes equipment charges, such as the router charge, and neither
our advertisements nor our terms and conditions provide any exceptions. A
customer may choose to use their own router, but if the customer does, our
router charge continues to apply. Also, we cannot support or repair the
non-Frontier equipment.Frontier
communicated the above information via voicemail message and provided direct
contact information. Frontier’s
position remains the same. Frontier
spoke to Mr. on August 13, 2020 and communicated the above
information. Frontier advises Mr.
may contact our office directly or Frontier’s customer service at .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.
Our internet was not working for several days, even after calling the customer service multiple times. After many calls and attempts to customer service to get our internet working, they could not fix the issue over the phone so they scheduled a technician to come. We even asked for a work reference number, which was provided. Come to find out the technician did not show up on the scheduled date and time and so we had to call again. They said no work authorization was put in at all. So more wasted time and paying for a service we can't even use due to their own error. The second time around trying to get a technician in, they were able to schedule a date several days later. We clearly asked over the phone, will we be charged for this in person service? The customer service representative said we would not be charged anything because we did not tamper anything and the internet device malfunction is on their end. Why would I pay for something that is not working due to their own equipment malfunction? Everything we discussed regarding not being charged for this service was all on a recorded line, so I am sure those company phone recordings could be traced back. I had just called them today upon receiving the bill statement, and the representative said I would have to pay for it regardless, which was not what I was originally told upon having a technician come over.
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 was charged a fee by Frontier to have a technician sent to her
home to repair her internet service, even though she had been previously informed
that there would be no charge for the technician visit. Ms. advises that Frontier needs to reverse the technician visit fee. Frontier has investigated the above statements and offers the
following response:Frontier advises that a technician visit fee applies whenever a
technician isolates a service problem to the wiring on the inside of the
customer’s home. In Ms.’s case,
the problem originated from the optical network terminal on the outside of the
home, so the technician fee should not have been charged.Frontier advises that the technician visit fee has been credited.Frontier spoke with Ms. on August 7, 2020 and advised her
of the above information.We trust that this information will assist you in closing this
complaint. We regret any inconvenience
that Ms.
*** may have experienced as a result of the above matter.
Frontier started service in my house 6/6/20. My son was the person to call and request the internet service and asked how they going to provide the service because nobody is coming to anybody house due to COVID 19. They responded I that, is going to be Ok nobody needs to go to your mom house. My son told them that, my mom has everything ready because she just desconected the service is the internet 2-3 months ago with frontier too. But they end sending somebody putting me on risk to be contagious with COVID 19. The guy come but he did not do anything, he just verified the router signal and he left. The first monthly payment they charged me 75:00dlls for internet installation + 9:99 dlls for equipment delivery I don’t think that is correct
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. M
advises that she is disputing the installation fee of $75.00 billed by
Frontier because the technician did not do a full installation and only
checked the router signal. Ms. M
advises that the installation fee needs to be waived. Frontier has investigated the above statements and offers the following
response:Frontier advises that an installation fee of $75.00 is charged
when a technician dispatch is required to ensure that everything is set up
properly and that the service is working. Frontier advises that the installation fee is a valid charge and
is sustained. As a courtesy, Frontier
has credited the $9.99 equipment delivery fee since the customer is using a
router from when she had previous service with Frontier.Frontier spoke with Ms. on August 7, 2020 and advised her
of the above information.We trust that this information will assist you in closing this
complaint. We regret any inconvenience
that Ms.
*** may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
*** M
Hi, there is no contract, they provide service to customers over the phone. I did not have to sign anything. I received a flyer with the offer of 39:99+ 9.99 of the router. So my question to the frontier guy was this, why they don’t let people know on the flyer about the charge of conection of 75.00dlls+9:99 of equipment delivery when they didn’t send any equipment ! Frontier guy said that , frontier is not suppose to write down that in the flyer so I told him if he would buy something and pay for something else without him seeing that charge , it would been hiding. I hope you understand what I’m trying to explain to you That charge for conection was not in the flyer, that’s why I don’t I should pay for that charge.
Thank you for referring the rebuttal of *** to our
office for review. We appreciate Ms.
*** bringing this matter to our attention.The Rebuttal states that:Ms. M
advises that she should not have been charged a $75.00 installation fee by
Frontier since this charge was not disclosed on the advertisement that she
received from Frontier. Frontier has investigated the above statements and offers the
following response:Frontier advises that their terms and conditions state that
customer invoices may contain certain one-time charges including account
activation fees, installation charges, equipment delivery and handling fees,
among others. This can be found online
at frontier.com/terms.Frontier advises that an installation fee of $75.00 is a valid charge
because a technician had to be dispatched to ensure that everything is set up
properly and that the service is working. Frontier advises that as a courtesy, Frontier has credited the
$9.99 equipment delivery fee since the customer is using a router from when she
had previous service with Frontier. However, the $75.00 installation fee is valid and sustained.Frontier’s position remains the same as there has been no
additional information provided that warrants a deviation from the original
resolution.Frontier spoke with Ms. on August 11, 2020 and advised her
of the above information.We trust that this information will assist you in closing this
complaint. We regret any inconvenience
that Ms.
*** may have experienced as a result of the above matter.
I'm under contract with Frontier until 8/12/20 having a 2 year contract. However, despite starting the contract on 8/12, I just received my last bill that runs through the end of the month with an increase of $55.22 for time beyond my contract. I had already advised Frontier that I was canceling my service on the 12th prior to receiving this statement.
Thank you for referring the
complaint of Mr.
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr.
*** advises that his Frontier billing has increased.Frontier has investigated the above
statements and offers the following response:Frontier advises that Mr.’s promotional discount expired during his bill cycle. Mr. has received the appropriate credits thru his promotion expiration date. Frontier may offer promotions on pricing and services to eligible customers at various times. Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotions. If eligible, customers must agree to applicable terms and conditions for a promotion to apply. Generally, promotions are not automatically applied to customers’ bills.As stated in Frontier’s terms and conditions, charges for services are subject to change at any time. Frontier advises the terms of service can be found at https://frontier.com/corporate/terms. Frontier spoke with Mr. on 8/6/2020 and advised him of the above information. Frontier has provided direct contact information should he require further assistance.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.
Our outdoor internet lines were disturbed by another company which resulted in us losing internet access. I placed a call to Frontier who informed me they would have a tech come out to address the issue. The earliest date this would be is 12 days from now on August 17th. Based off of past experiences they will not refund me for the time spent without being able to use their service and they are making no effort to make someone who is paying for their service (and who lost it at no fault of our own) a priority to get it fixed. Rather I’m placed in the same waiting list as new installs and general fixes. My wife is a full time student and uses her computer for a couple hours a day for studying, homework and tests. Frontier has been notorious around the Orfordville, WI area for very poor customer service as well as charging high costs since they were at one point the only option in the area. I agree 12 days without internet is a first world problem, but it’s also a service I’m not only paying for, but also relying on to work almost every piece of technology in my house.
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 his Frontier service is not
working and he has been quoted 12 days to fix.Frontier
has investigated the above statements and offers the following response:Mr.
*** advised Frontier he has installed service with a new provider. Frontier
placed a disconnect order for Mr. to stop service the last day his
service was working. Frontier set a follow up to ensure billing accuracy on the
final billing.Frontier
spoke with Mr. on August 7, 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.
If only there was a rating for negative stars. This is without a doubt the absolute WORST company you could ever hire as your wifi service. 15 minutes before they were supposed to come and install out WiFi they called and said "oh by the way we can't give you the wifi plan you wanted but we can give you one that is slower than the one you paid for" after countless hours of trying to deal with customer service I gave up completely and just ordered *** like I should have from the start.
Customer service was absolutely terrible, the way they presented themselves they sounded like they didn't care at all about what I was trying to tell them not to mention I had to take the day off work to have them come to my house and after countless hours of bickering they told me I had to reschedule for another 2 weeks. People for the love of God just go and get buckeye. Frontier is terrible wifi for one and 2 customer service is absolute trash
I attempted to transfer my service to a different apartment number. Initially, this was set up and everything was fine. I had to cancel at the last minute due to some problems with the new apartment which resulted in our move being delayed for a week. I was informed that we barely caught them in time to stop the transfer.
When I called to set the transfer up a few days later, everything seemed fine. The following day, I was informed a technician would have to be sent out (even though this wasn't the case just a few days before) and that our transfer would be delayed for several days. They said they would look into this and call me back - I never heard back. A couple of days later, they called me to tell me that they would have to push my transfer out even further and that there would now be a $75 fee for the transfer. I called customer service to just cancel my service and was on the phone with a rep for 45 minutes who was talking to tech support. They guaranteed me they would come out the same day and transfer service for the issues I had. I stayed at home all day and no one came. I called at 6:30 to find out where they were. I was informed that tech support had cancelled the orders with no notes on why they cancelled and it would be nearly a week before they could come out. This time, I did cancel service.
My husband called to set up new service under his name to see if we could expedite the process. When talking to the rep he asked if we could use our own equipment. He said we could ask the technician, but he couldn't guarantee anything. He also said we would have to pay a $10 equipment rental fee, whether we used their equipment or not. And he expressly hid this fee from us until we asked - he said our total bill for service with taxes would be $45 and change, neglecting to mention that there would be a $10 fee. We told him that we did not want to proceed with setting up service. The rep informed us that he had already connected service WITHOUT VERBAL CONSENT to their terms of service. We asked for his name - Arnold. We asked for his employee number and he refused to give it. We asked for his supervisor and he said he did not have one. He told us that we would have to call the cancellation department the following day to cancel. Essentially, he set up service illegally and got caught.
After this, I found an email from Frontier stating they were charging me a $9.99 broadband service fee to disconnect my service - which the rep did not tell me about. I called and argued with the customer service representative. After I asked 4 times to speak to a supervisor, he finally transferred me. The "escalation supervisor" informed me that it is MY responsibility to read the terms of their service on their website and they are not responsible for informing consumers about any fees associated with their services. After explaining the whole scenario, he finally waived the fee. However, he informed me they do not prorate service in any situation ever, so I would still have to pay them for a full month of service, despite their complete lack of service.
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
after she attempted to transfer her Frontier service to a new address, she
decided to cancel her account because of multiple issues that she had experienced
as a result of the transfer order being submitted incorrectly. She had not been informed that a
technician visit would be needed for the activation of service at the new
address, and this resulted in a delay and then a missed appointment.Ms. advises that
she should not have to pay for the full month of service and should not be
charged a broadband disconnect fee.Frontier has investigated the above statements and offers the
following response:Frontier advises that the order to transfer service was submitted
incorrectly because it required a technician visit for the connection of
service at the new address, and the service could not be activated remotely.Frontier advises that prior to requesting the transfer of her
service, Ms. was billed and thus incurred charges through the end of her
billing cycle. Although Frontier’s
billing policy states that charges are valid through the end of the billing
cycle regardless of the date of termination, Frontier has issued a credit from
the cancellation date through the billing cycle end date as a courtesy, due to all
of the problems that the customer experienced as a result of the failed transfer
order. The broadband disconnect fee that
will bill out next month has already been credited in advance.Frontier spoke with Ms. on August 7, 2020 and advised her of
the above information. Since she had
already paid her current invoice, the billing adjustment will result in a
refund.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. While they did refund part of the month of when I did not have service, please note that they refused to address the underlying issues regarding informing customers of fees and general customer service. They insist that this is the fault of a single person who did not set up a ticket correctly, rather than a systemic failing at all levels in their organization.
When I questioned the executive customer service rep about their policy that they do not inform customers of fees, he said that they should train their agents to inform customers to go to the website to look up terms of service. The company insists that they will not be transparent about fees with their customers. When I asked if this means that customers should put agents on hold while they do research on the website regarding fees associated with account activities, since they would not tell customers about them, he had no response.
I have received the credit for my account. Since I already paid the bill, I will have to see if I can actually obtain the money they owe me. Meanwhile, I see no indication that they plan to change their behavior. In fact, they will not even admit that their policies are problematic.
Regards
Setup the install service on July 10th. Have now had to call 10 times and keep getting told that it’s setup to be installed. Their technician has stated in his report that the pole would have to be repaired and the tree limb on the line taken off before it could be completed. Yet I’m told every time I call that it’ll be installed in the next day or two. I have text messages about the service calls. Talked to numerous customer service reps and have been told a different story every time. On top of they have sent me a bill for 56.91 with no service even setup and it’s attached to my credit report.
Thank you for referring the complaint of
*** to our office for review. We appreciate Mr. bringing this matter to our attention.In the complaint Mr. expressed
concern regarding an incomplete installation and the dispute of $56.91. Our records indicate the installation was completed on
August 5, 2020. The technician remarks stated the previous install got
service good to the Network Interface Device (NID). The High-Speed
Internet (HSI) is now bonded, new protectors and bridges, new CAT5 and Jack,
and new modem were installed. The technician stated he verified service
and the trouble was cleared. Frontier
has not received any further reports of trouble.The initial billing statement included a $75.00
installation, which was previously credited to the account. This credit
reduced the initial statement balance from $131.91, to $56.91. The
billing statement covered the period July 28, 2020 – August 27, 2020.
According to the repair ticket, the service began on August 5, 2020; therefore,
an additional credit of $15.18 has been issued to cover the period without
service from July 28, 2020 - August 5, 2020. The remaining balance
of $41.75 covers service from August 6th – August 27, 2020 and as a
courtesy, this amount has also been credited to the account. The account
now reflects a zero balance and your new bill will generate on August 28, 2020.We sincerely apologize for the difficulty Mr.
experienced as a result of the above matter. Should Mr. wish to
discuss this matter further, I can be reached at EXT ***Thank you,Felicia T.Executive Customer Relations FRONTIER COMMUNICATIONS
After cancelling my service through Frontier I received a bill for 464.46 stating that I cancelled my services early because I had signed a new contract. I know I didn’t sign a new contract to up my service because I knew I would be changing services. They have now sent it to collections. I have called them and spoke with several people and been told I would have an answer in 48 hours. No one has contacted me to date and it now shows on my credit.
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.
states that he received a of $464.46 for cancelling services before the
end of the contract. Issue
2 Mr.
states that he did not sign a contract and wants the account adjusted to a
zero balance. Frontier has investigated the above
statements and offers the following response:Frontier records show that Mr.
***’s account was on an automatic renewal and the information regarding this
was printed on every statement sent to him with the renewal dates and early
termination fees that would apply if the services were cancelled prior to the
end of the term date. The information
also states that customers can cancel the automatic renewal prior to the
renewal date and there are no records that a request was made to cancel the
automatic renewal. Mr. was billed a $200.00 early
termination fee on his final statement.Frontier advises that an
adjustment in the amount of $200.00 has been applied to Mr.’s account
for the early termination fee and the outside collection agency has been advised
of the adjusted balance. Frontier advises that the
remaining balance of $264.46 is due for the Frontier and *** Network services
that were used prior to the services being disconnected on January 14, 2020.Frontier spoke with Mrs.
on August 5, 2020 to review this information with her.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.
My account number is *** and I have cancelled my account about 3-4 months ago and have a $178.55 credit. I have called 3 times and was told 3 times I would be getting a prepaid card for the amount and I continue to get "bills" with a credit on it. I have called to talked to supervisor today and was told I could not b/c I didn't know some code that I haven't used because the account is cancelled. I want the money that I am owed ASAP please help
Thank
you for referring the complaint of *** to our office for
review. We appreciate your bringing this
matter to our attention.A
review of the customer’s account determined the service was disconnected on
June 8, 2020. Any credit balance on the
account is returned in the form of a refund check or prepaid debit card within
1-2 billing cycles after the service is cancelled. Our records indicate the
refund was processed on July 31, 2020 prior to the receipt of this complaint. We
apologize for any part of this process that was not previously explained to the
customer. The customer should receive
the refund within 7-10 business days. The refund was processed in accordance
with Frontier’s disconnect process.Thank
you,Amara
H.Executive
Customer Relations
this company is robbing people with plans the speed they provide is less then my cell phone provider there is no other internet provider in that area so they can ask what ever they want I complained numerios times to them about the speed finally I stopped using them and they still charged me afterwards till they closed my account and sent it to collection and when I try to settele it I get bounced around from 1 rep to another from 1 department to another cant get anywhere with them I just want them to look at my history and how much data I used and when I stopped using it and to take down that charges
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.
*** states that he experienced issues with the internet services
from Frontier.Mr. states that he continued to get billed for services after the account was
disconnected and the final balance was sent to collections.Frontier has investigated the above
statements and offers the following response:Frontier found no records of
service issues being reported on ***’s
account.Frontier advises that the
account was suspended for non-payment on March 23, 2020. The account was
disconnected on April 9, 2020 and was back dated to the initial date of
suspension, which was reflected on the May 2020 statement.Records show that there was
internet usage up to March 23, 2020. Frontier advises that the
final unpaid balance of $124.76 has been sent to an outside collection agency. Frontier spoke with Mr.
on August 5, 2020 to review this information with him.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.
I would like to settle it for less the amount they are asking for I don’t think I owe them anything but I want to get it resolved and paid at least half what they are asking thanks
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.
*** states that he experienced issues with the internet services
from Frontier.Mr.
states that he continued to get billed for services after the account was
disconnected and the final balance was sent to collections.Frontier has investigated the above
statements and offers the following response:Frontier found no records of
service issues being reported on ***’s
account.Frontier advises that the
account was suspended for non-payment on March 23, 2020. The account was
disconnected on April 9, 2020 and was back dated to the initial date of
suspension, which was reflected on the May 2020 statement.Records show that there was
internet usage up to March 23, 2020. Frontier advises that the
final unpaid balance of $124.76 has been sent to an outside collection agency. Frontier spoke with Mr.
on August 5, 2020 to review this information with him.Frontier’s position remains
the same as there has been no additional information provided that warrants a
deviation from the original resolution. 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.