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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I have called customer service 4 times requesting a letter stating that account that was in collections was paid in full and closed. Everytime I call I get different information. I am trying to purchase a home and need a letter stating that the account in collections was paid in full and closed. The first time I called I was told they will send me an email with the information I needed and a letter. A week later I called back after receiving NOTHING and they told me they dont send emails and they will send me a letter. STILL NOTHING. I called again and after being passed around to 4 people they tell me that they dont send out letters saying an account was closed and paid for in full. This company never had the same information, your always getting the run around, and but they will call 1000 times if they need something from you. This company is absolutely the worst company I have had to deal with in a really long time and as a person that has worked in customer service for a long time EVERYONE who works for that company needs extensive training.
Thank you
for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.The
Complaint states that:Lindsay
*** advises she has not received a paid in full letter
from an ***.Frontier has investigated the above statements and offers
the following:response:Frontier advises our records indicate Ms. paid the final balance on due on 3/3/2020.Frontier advises our records indicate the closed account is with Eastern Account Systems whom can becontacted at .Frontier advises our records indicate Frontier spoke to *** on 3/12/2020 and advised Ms. to please contact Eastern Account Systems for further assistance with the closed account. 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 ended my service with Frontier Communications in October 2019 due to a move. My account was closed and paid in full with a positive balance on the account. I received that money in the form of a gift card from Frontier. This proves my account was the opposite of delinquent.
In about December 2019, I started receiving a bill from Frontier for an account that had I had not set up. I called the company and they admitted that this was made on accident after closing my account and that it happens often. They assured me that I owe no money and it would fall off the account after 2 months. Each month after that, I continued to receive a bill, and I continued to call and have the same conversation about an overdue bill on an account that I did not open. They assured me that it would be resolved and it was not my fault and I would not be penalized. Every single time I called we went through this conversation and I was told that it was Frontiers fault and it was not liable for the amount. Now at this point in time, it is with a collections agency who placed a derogatory mark on my credit report. I called Frontier once again to resolve it and now they are saying they denied the request when the collection company called about a claim and I have to call the collections agency to file another claim. I asked to talk to someone internally and they insisted that I contact the collection agency. When I asked if that meant the collections agency would go through the same process and the claim would be ultimately denied again they confirmed that this would likely happen. So I asked if I could talk to the department that handles the claim but was then pitched to the "retention department." I talked to the retention department, telling my story for the 10th time, and still could not get a straight answer on who to talk to. Frontier cannot seem to resolve an issue that was made in their error and keeps on going around in circles so I cannot talk to someone who can fix this. This has affected my life and my credit score, and I can't get a straight answer on how to get this off my record even after multiple people at the company over a period of 3 months admitted that this was a ghost account created in error. It is absolutely unacceptable that a company would negatively affect a persons life like this -- my credit has been affected for no reason and I've spent hours on the phone being pitched from person to person with no line of sight to resolution.
Thank you for referring the complaint of
Ms. Weng
to our office for review. We appreciate Ms. bringing
this matter to our attention.The Complaint states that:Ms. advises she received a bill for an account she is unaware of.Ms. requested this account be credited and removed from any derogatory reporting. Frontier has investigated the above
statements and offers the following response:Frontier advises when Ms. called to disconnect her original account it was discontinued to early and in an attempt to get services restored a new account was created. Frontier advises the account has been credited in full and we have requested any derogatory reporting removed.Frontier spoke to Ms. on March 18, 2020 and advised of the above.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms. has experienced as a result of the above matter.
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 have spent 6 hours on the phone with Frontier reps attempting to resolve the issue that is their fault. The issue began when they emailed me to inform me that my rate for the year was about to terminate, they said to please call them so they could put into place another discount so the rate would stay the same ($37.47/month). So I called them 9/9/2019 and they said to call back in a month when the rate was about to expire. I called again 10/22/2019 and a rep told me the rate would stay the same, she had put in a new discount. When I received the November bill, what she had told me over the phone was not the case, the bill said I owed $45.37. I called and told them they made a promise and then did not put into place what she had told me. They said they would listen to the recording of that phone call and get back to me within 30 days. They never did contacted me. I called on 11/15/2019 to cancel my service with them, and was told over the phone by a rep that I didn't have to cancel on that day, that I could cancel on Nov. 17 and, this is what she said, because the rate is not prorated in California, I would not be charged for the 2 days of the new cycle (since my billing cycle ended Nov. 15, which is why I called to cancel on the 15th). The rep told me that I cancellation would be effective Nov. 17 and I would not pay anything more. I said Well ok, since my new internet company *** was installing on Nov. 17. In that conversation I also told her about the promise that was made about the billing issue told to me on 10/22/19. She said she would file a dispute claim for that issue and gave me a claim number. They never contacted me, as she said they would do within 30 days. I then received another bill, with another bill cycle added onto it at $55.47, they had billed me for the next cycle even though they told me they would not. I was now being billed from Nov. 16-Dec.15 even though I was told I would not be billed past the Nov. 15. Crazy. I recieved a PAST DUE NOTICE dated 1/10/2020 saying that unless I paid $100.93 by 1/21/2020, they would initiate additional collection proceedings and contact the credit bureaus. On 1/17/2020 I called AGAIN and spoke to a rep named Hailey who I explained this whole insane story to FOR THE FOURTH TIME and she said they would go back and listen to the phone recordings to hear what was promised, and they would contact me within 30 days. NEVER CONTACTED ME. I also spoke with Rodney in their Collections Dept and he said he'd put my account on HOLD for 30 days while they did the dispute research, and to call them before 2/17/2020. I am supposed to call THEM? I DID CALL THEM, FIVE TIMES to resolve the issue, which obviously they are doing nothing about. I have Claim numbers given to me by Hailey: #S-***, #S-***. This is THE most incompetent company, no wonder they're filing for bankrupcy. I do not owe them the $45 for Nov-Dec, I do not owe them $45 for Oct-Nov, I owe them $35 (which they promised saying my rate would stay the same). AND they are adding on an extra $10 penalty which they are calling an "Internet Disconnection Fee". This is such b
t, it’s ridiculous. Why should I call them back when I've already called 5 times and each time they gave me a claim number or told me information that then was not true.
Requested Resolution: Billing
t, it’s
Adjustment ... I should not owe them any money. Disputed Amount: $100.93Nature of
Complaint:I have spent 6 hours on the phone with Frontier reps
attempting to resolve the issue that is their fault. The issue began when they
emailed me to inform me that my rate for the year was about to terminate, they
said to please call them, so they could put into place another discount, so the
rate would stay the same ($37.47/month). So, I called them 9/9/2019 and they
said to call back in a month when the rate was about to expire. I called again
10/22/2019 and a rep told me the rate would stay the same, she had put in a new
discount. When I received the November bill, what she had told me over the
phone was not the case, the bill said I owed $45.37. I called and told them
they made a promise and then did not put into place what she had told me. They
said they would listen to the recording of that phone call and get back to me
within 30 days. They never did contact me. I called on 11/15/2019 to cancel my
service with them, and was told over the phone by a rep that I didn’t have to
cancel on that day, that I could cancel on Nov. 17 and, this is what she said,
because the rate is not prorated in California, I would not be charged for the
2 days of the new cycle (since my billing cycle ended Nov. 15, which is why I
called to cancel on the 15th). The rep told me that I cancellation would be
effective Nov. 17 and I would not pay anything more. I said Well ok, since my
new internet company *** was installing on Nov. 17. In that conversation I
also told her about the promise that was made about the billing issue told me
on 10/22/19. She said she would file a dispute claim for that issue and gave me
a claim number. They never contacted me, as she said they would do within 30
days. I then received another bill, with another bill cycle added onto it at
$55.47, they had billed me for the next cycle even though they told me they
would not. I was now being billed from Nov. 16-Dec.15 even though I was told I
would not be billed past the Nov. 15. Crazy. I received a PAST DUE NOTICE dated
1/10/2020 saying that unless I paid $100.93 by 1/21/2020, they would initiate
additional collection proceedings and contact the credit bureaus. On 1/17/2020
I called AGAIN and spoke to a rep named Hailey who I explained this whole
insane story to FOR THE FOURTH TIME and she said they would go back and listen
to the phone recordings to hear what was promised, and they would contact me
within 30 days. NEVER CONTACTED ME. I also spoke with Rodney in their
Collections Dept and he said had put my account on HOLD for 30 days while they
did the dispute research, and to call them before 2/17/2020. I am supposed to
call THEM? I DID CALL THEM, FIVE TIMES to resolve the issue, which obviously
they are doing nothing about. I have Claim numbers given to me by Hailey:
#S-***, #S-***. This is THE most incompetent company, no wonder they’re
filing for bankruptcy. I do not owe them the $45 for Nov-Dec, I do not owe them
$45 for Oct-Nov, I owe them $35 (which they promised saying my rate would stay
the same). AND they are adding on an extra $10 penalty which they are calling
an "Internet Disconnection Fee". This is such b
ridiculous. Why should I call them back when I’ve already called 5 times and
each time they gave me a claim number or told me information that then was not true?Mr. established Frontier service on October 16,
2017.He billed $30/FIOS 50/50 Internet, $5/Router plus taxes monthly. He was receiving a $20 discount on the
internet component of which expired on October 15, 2019.The price of the internet increased in October 2019 to
$40 of which was a $10 difference. The
internet discount was decreased to $10 and had a term of October 15, 2020. The offer was the lowest available at the
time that the previous discount expired. He elected to cancel service due to the increase and was billed an
internet disconnection fee of $9.99. At the time of the disconnect Mr. owed
$45.47/Past Due charges. The past due
charges were added to the new charges of $55.46 which left a balance owed of
$100.93 to Frontier for services provided.An adjustment in the amount of $55.46 was approved on
March 19, 2020 due to Mr. discontinuing service. No other adjustments are warranted. The final
balance of $45.47 is owed to Frontier at Mr.’s earliest
convenience.
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 promised that I would get cable service but they were never able to provide it to my house. I paid it just to get it corrected on my credit, but I did not ever get the service. I called and complained many times and they just told me I was stuck with it. I want this deleted off my credit.
Thank you for referring the complaint of Mr. to office review. We appreciate you bringing this matter to our attention.
According to the complaint, Mr. requested Frontier delete the account from his credit report.
Frontier investigated and advises, Mr. account with Frontier had a balance after disconnection that was referred to collections November 2019 and credit reported. The balance was paid March 2020 and Frontier will ensure the credit report is updated to paid off.
Frontier spoke with Mr. and advised of the above information.
We trust this information will assist you in closing this complaint.
Sandra P.
Frontier Executive Relations
On January 24th 2020 a Frontier Communications representative came by our house and set up an installation and explained the service to us. At that time I was advised that if I provided our own router there would be no WiFi Router rental fee on our bill. On February 5th 2020, I had a Frontier Communications Technician install fiber service to our house. At that time they only installed the battery box and a basic modem with the service. No Router was provided and I told the installer that I did not want the router. He said that he would write down on the ticket that I did not get the router.
Unfortunately, I received the 1st bill and the WiFi Rental fee was on the bill. I contacted Frontier Communications on three separate occasions and was given a new dispute number each time with the promise that Frontier Communications would be contacting me back on this matter. The first call was on Wednesday, February 19th 2020 at this time the customer service representative could not tell me anything other than the dispute department would be back with me in 24 to 48 hours. The second call was made on Monday, February 24th 2020. All the customer service representative could tell me at that time was that the dispute department was busy and they would get back to me. Maybe that an additional dispute report would help move the problem along. The third call was made on Friday, February 28th 2020. The Customer Service representative this time told me that my options were to pay the WiFi Router rental fee of $10.00 each month even though I did not have the Frontier Communications Rental Router or to buy the Frontier Communications Router. Either way I could still use our own router I just had to either FAKE rent or Buy the router and leave it in a box.
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 was quoted by Frontier
Communication Door to Door Sales Agent, if he provided his own router, the Frontier Residential Gateway (router) fee
would be waived.Mr. advises when the Frontier FiOS
Internet was installed he decline to accept the router.Mr. advised he has made multiple calls
without resolution.Frontier has investigated the above statements
and offers the following response: Frontier has reviewed the order placed by the Frontier
Communication Door to Door Sales Agent and confirms the router was not included
in the written quote.Frontier has verified Mr. declined delivery
of the Frontier WiFi Router at the time of his installation.Frontier advises the Frontier
Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to
work with our service. A customer may choose to use their own router but, we cannot support or repair the non-Frontier equipment. Any troubleshooting would
require a Frontier to be ship a router to the home at the customers expense.After careful review it has been
determined the charges/fee is valid. In this instance, Frontier will agree to
remove router fee and has issued adjustments for the Shipping and Delivery of $9.99
and two months of the router fee of $10 per month, totaling $29.99 to appear on We trust that this information will assist you in
closing this complaint. We apologize for any inconvenience that Mr. may
have experienced as a result of the above matter.
Debt shows up in my credit report is not mine. Per my credit report FRONTIER COMMUNICATION debt was Opened on 08/2015 in the amount of $0.00. I'm victim of ID theft. This account does not belong to me and must be remove from my credit report immediately
Thank you for referring the complaint of *** to our office for review. We appreciate you bringing this matter to our attention.
According tot he complaint, *** states they are the victim of identity theft and disputes a Frontier account on the credit report from 2015.
Frontier investigated and spoke with Mr. on March 18, 2020 in regards to his complaint. He was advised Frontier submitted request to *** tp delete account 9*** from the credit report. He was also provided a letter via mail that confirms the above.
Frontier apologizes for any inconvenience the above matter has caused and trust this information will assist you in closing this complaint.
Sandra P.
Frontier Executive Relations
Frontier is the only provider of designated line internet services in our rural area. They will tell you Century Link is a provider, but they will send you to Frontier. When I spoke with Frontier the first time, they said they didn't provide service to that location, even though everyone in our valley is serviced by frontier and has been since they bought out our local telecom company in 1994, and there has been service at this address in the past. They expressed that they were the service provider for that area, but that they didn't have the bandwidth to support another customer in that area!!! The representative from Frontier told me that the max bandwidth at any residence was 1.5 Mbps. I know for a fact that my parents, who live a mile up the road, are paying for "Up to 25 Mbps" and often doesn't work.
When I called Frontier back (because I knew they must have to provide service to my home) they said the address was listed as N05607 rather than N5607 and that had probably been the issue. They opened a "Sith Ticket" and said someone would call me back within 12-24 hours. So, I still don't have service and wonder if it will be worth paying for if I am able to get it.
Frontier has received millions of dollars to install new fiberoptic line in my area, but reportedly used the money for another location. I believe that would be fraud!! Since this was money from the government to ensure that rural areas have access to the same internet services as urban areas do, someone needs to ensure that Frontier uses the money it was given to bring our area up to date with new fiber-optic cable. Every home in our valley suffers from the inadequate and dishonest practices of Frontier. Almost everywhere around can be serviced by a different designated service provider because their cables have been upgraded as promised.
Thank you for referring the complaint of
Ms. Katie
*** to our office for review. We appreciate Ms. for bringing
this matter to our attention.According to the complaint:Ms.
*** would like Frontier Internet service but has been advised that
Frontier Internet is not available in her area.Ms.
*** advises that her area is not receiving the Connect America Fund (CAF)
funding as she believes it should.Ms.
*** indicates that Frontier is a monopoly Internet provider.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
advises that it is continually working to improve its network and its
customers’ experience; however, Frontier has no specific plans for upgrades in
Ms.’s area at this time.Frontier
is continuing to use Connect America Fund (CAF) Funding in the most effective
way to reach as many customers as possible. CAF is a six-year program ending in 2020, and Frontier hopes to upgrade
your area as soon as feasible. Given
that many factors could impact the timing of an upgrade, we cannot guarantee
any specific date for project completion.Frontier
continues to meet and exceed expectations set forth by the Connect America Fund
(CAF).Frontier
is not a monopoly provider in any of its service areas. All areas where Frontier provides service are
open to competition from any provider that chooses to provide service including
wireless operators and satellite operators. Frontier is committed to delivering the highest quality Internet in its
often rural and high-cost service area.Frontier
spoke to Ms. on March 12, 2020 and communicated the above information
and provided 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.
They took my money a year and a half ago for a deposit to hook up the internet and gave me the run around and never provide service. Then in February of this year I called again to try and get service and took my deposit again and now they are saying they can’t hook up the internet. It was a bunch of waiting around again and they never show up or have some excuses. Also have a negative on my credit report from them.
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 placed an order for new services over a year ago and had
to pay a deposit; however, he was told he could not get internet and he
was never refunded the deposit.Mr.
*** states he tried to get services again in February 2020 and had to
pay another deposit; however, he was told he cannot get service and has
not received the deposit back.Frontier has investigated the above
statements and offers the following response:Frontier advises that an
order was placed in March 2019 for Internet service; however, the order was not
able to be completed due to a cut cable that needed construction to repair. Mr.
*** $68.00 deposit was returned back to his credit card on March 7, 2019.Frontier advises that an
order was placed on February 7, 2020 for Internet service; however, the order
was not able to be completed because the internet is not available at this time.
Frontier advises that a $45.00 deposit was required to process the new service
order; however, there are no matching payments, which indicate that the payment
was disputed by the customer or voided. On March 25, 2020 Frontier requested
proof from Mr. that the payment cleared his banking account. Once the
payment is verified Frontier can process a refund check for the deposit amount.
As of March 31, 2020, Frontier has not received the proof of payment.Frontier spoke with Mr. on March 25, 2020 to review this information with him. Mr. has been
provided with direct contact information if he needs further assistance. 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 was charged for 2 months after cancel date no agreement signed by me. Called several times with no response. Equipment returned and account paid . I never had a agreement with Frontier the company brought out Fios. My account was placed in collection preventing me from getting credit elsewhere.
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 charged after she terminated Frontier
services.Frontier has reviewed the above
statements and offers the following response:Frontier advises that prior to termination, Ms. was billed
(and thus incurred charges) through the end of her billing cycle. Ms. was eligible to continue receiving
Frontier services through the end of that billing cycle. Frontier issued a customer courtesy credit
of $117.55 and the account has a $448.58 balance as of March 16, 2020.Frontier communicated with Ms. and advised her of the above information
via email on March 17, 2020.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.
I contacted the company to change the billing address, which they did, but then opened another account and transferred money into it without my consent. They also cannot produce any physical evidence that this new account even exists.
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. is disputing her Frontier billing. Frontier
has investigated the above statements and offers the following response:Frontier advises that Ms. contacted Frontier on September 27, 2019 requesting to take over her father’s account under . Frontier advises that the account had telephone and Internet service on the account; however, Ms. requested to just have Internet only service.Frontier advises that an order was placed to change the name and credit information to Ms. on October 1, 2019.Frontier advises that an additional order was placed to change the service to Vantage Internet Simply Ultra.Frontier has determined that Ms. was billed for two accounts in error that were both under the same telephone number, but different account numbers. Account ***-5 was for the telephone and Internet service and the other account ***-5 was for just the Vantage Internet Simply Ultra service. Frontier advises that Ms. had agreed to only the Vantage Internet Simply Ultra service at $44.99 per month plus taxes. Frontier advises on account ***-5 Ms. was billed $124.55 on the October 22, 2019 cycle which included the Vantage Internet Simply Ultra service and a prior balance of $91.79 from the previous service in her father’s name, November 22, 2019 cycle for Vantage Internet Simply Ultra service at $44.99, December 22, 2019 cycle for Vantage Internet Simply Ultra service at $44.99 and January 22, 2020, cycle for Vantage Internet Simply Ultra service at $44.99.Frontier advises that the ***-5 account was suspended for payment issues on January 21, 2020 and cancelled on February 21, 2020 for non-payment.Frontier advises that the other account 100119-5 which was telephone and Internet service continued to bill in error from October 1, 2019 to January 21, 2020 until the account was disconnected for non-payment. Frontier advises that the remaining balance on this account was $232.80.Frontier provided an adjustment of $232.80 on March 12, 2020. Account 100119-5 has a zero balance. Frontier advises that Ms. made payments of $124.55 on November 9. 2019, $134.97 on December 7, 2019 and $15.01 on December 13, 2019.Frontier advises that Ms. should have only owed a balance of $214.53 for the service timeframe as her service was suspended on January 22, 2020.Frontier applied a credit of $134.97 on account ***-5 for the remaining balance. Frontier sent an email to the Outside Collection Agency to cease all collections efforts and delete any negative credit reporting if applicable. Account ***-5 has a zero balance.Frontier determined that Ms. overpaid for service by $60.00 and Frontier has established a refund check that she will receive within 7-10 days. Frontier spoke to Ms. on March 13, 2020 and explained the information above. Frontier advises that Ms. does not want any additional services with Frontier. 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,
***
In the response from Frontier they stated that a payment $15.01 was made on December 13 2019. That payment was actually $25.01. The overpayment should be $70.00.
Frontier advises that Ms. paid $15.01 on December 13, 2019 and there was a $10.00 payment processing fee for making the payment over the telephone with an agent. Frontier advises that Ms. would not be refunded the $10.00 fee.
I was told I would have 500 speed. What I wasn't told is that is only guarateed to the house's entry point, not WiFi network.
I was told all 4 Tv's, laptops, etc could be connected simultaneously w/o speed issues. Not told about WiFi signal "strengh" variations thru house; and that disconnects was a common WiFi issue.
I informed Jeff (Sales) that I didn't do contracts; that I wanted a way out when things didn't work. What I wasn't told is that I would get stuck with install & monthly fee for 1st month if service ended early. He stated that would not be a problem.
Frontier appears to have done a shady business transaction with me. They will force me to pay for the remainder of the billing cycle, and eventually send me to collections, even though the equipment is uninstalled.
CS=CustomerServ, TS=TechSupport
Facts:
2/12 Equipment Installed. Service was faulty, huge speed variations and freezing streaming movies.
2/12 Ben (TS) could not fix speed issues.
2/17 Capt. America (nickname) replaced router. Prob not resolved.
2/20 Kay (CS) applied credit for malfunctioning equipment from 2/12 to 2/20.
2/21 Justin (TS) could not fix prob.
2/21 Victoria (CS) could not apply credit until Damien came over to fix.
2/24 Damien showed up. Problem not fixed.
2/24 Called CS to cancel service. I was transferred to Keith (TS). Could not fixed prob. I was transferred to Jason (CS Supervisor). He explained I need to pay $144.17 at end of billing cycle of 3/7/2020.
I asked Jason if I would be turned in to Credit Bureau for non-payment. He sated, yes after 60 days.
{This is ridiculous}
Also on 2/24, I called to dispute charges; Ricardo (Dispute Dept). Could not help. I was transferred to Micaela (CS). She stated that Jason said... (read Jason above).
On 2/25, the equipment was disconnected & removed. Awaiting for prepaid shipping box Jason stated Frontier would be sending me to return equipment.
NOTE: I do not have a problem with the *** router and signal loss. It is obvious that Frontier does not have a quality product that can provide a stable signal. Why should I be paying for intermittent signal.
Frontier's claim is that they only guarantee speed up to the house. I was not informed of that when Jeff sold me the service. I understood that all my devices would work flawlessly simultaneously. That at 500 Meg, I would not see a speed problem.
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 has been experiencing intermittent speed
and connectivity issues with his Internet service from Frontier. Mr. advises that he was billed for a full month of service
even though he wanted to end his service earlier. Frontier has investigated the above
statements and offers the following response:Frontier
advises that Internet service speeds are based upon many factors: including
network congestion, customer location, customer equipment, and Wi-Fi network
interference. Customer speeds may vary
over time. As
stated in Frontier’s terms and conditions, actual Internet speeds may vary, and
any speed advertised is not a guarantee. Frontier’s promotional materials also clearly state that “Actual speeds
may vary and are not guaranteed. Service
subject to availability.” Frontier advises that
prior to termination, Mr. was billed (and thus incurred charges) through
the end of his billing cycle. Frontier
issued a courtesy credit for his account.Frontier spoke with
Mr. on March 12, 2020, and advised of the above information.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr.
has experienced as a result
of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In response to your statement: "It appears that you have already terminated service with Frontier, so that there would be nothing additionally that can be resolved. Please explain what you need done additionally to resolve this for you."
Here is my response: I terminated service February 25, 2020. They are billing me for services not rendered between 2/26/2020 and 3/6/2020. Please refer to attachment, which is an excerpt of an email addressed to me. Why should I pay anything when I never had a chance to enjoy the product? Internet service was defective since installation... please refer to complaint for details. I terminated service because it never worked. Now, they want payment for, I guess installation and the rest of the billing cycle. even though service was disconnected. I need Frontier to stop playing games and credit my account in FULL. Thank you.
Regards
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 has been experiencing intermittent speed
and connectivity issues with his Internet service from Frontier. Mr. advises that he was billed for a full month of service
even though he wanted to end his service earlier. Frontier has investigated the above
statements and offers the following response:Frontier
advises that Internet service speeds are based upon many factors: including
network congestion, customer location, customer equipment, and Wi-Fi network
interference. Customer speeds may vary
over time. As
stated in Frontier’s terms and conditions, actual Internet speeds may vary, and
any speed advertised is not a guarantee. Frontier’s promotional materials also clearly state that “Actual speeds
may vary and are not guaranteed. Service
subject to availability.” Frontier advises that
prior to termination, Mr. was billed (and thus incurred charges) through
the end of his billing cycle. Frontier
issued a courtesy credit for his account.Frontier’s position in
this matter has not changed.Frontier spoke with
Mr. on March 19, 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.
I was assessed 3 late fees in 3 months consecutively. I had called on 9/27/19 about the late fees and was told they would be taken care of, so I deducted them from the bill, then I was charged another late fee.
My other issue is I tried to upgrade my internet speed to accommodate a ring doorbell and they were unable to do it. They actually cancelled my appointment without me knowing. I had no choice but to change service providers and than I was assessed an additional $9.99 called a Broadband Processing Fee. This fee is not listed on their website. The person I spoke to on the phone said it was a cancellation fee. I’d like to be credited 2 late fees and the cancellation fee.
Thank you for referring the
complaint of Ms.
*** to our office for review. We appreciate them
bringing this matter to our attention.The Complaint states that:Ms.
*** is disputing her billing with Frontier.Frontier has investigated the above
statements and offers the following response:Frontier found that Ms.
***’s billing cycle was on the 25th of the month and the due
date for payment was the 19th of the following month.A Payment for services
for July, August and September were all received after the due date making late
fees valid.Frontier advises that there is a fee of $9.99
when a customer discontinues broadband services. This covers the cost of processing the disconnection
of the service at the central office or remote facility. Unfortunately,
this has gone unpaid over 90 days and therefore was sent over to an outside
collection agency. This balance can be disputed with them ***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 Specialist: Laurie Department:
Executive EscalationsTelephone
Number:
frontier is doing bankruptcy and my bills only supposed to be $54 and some change every month last past 3 months have been charged over $120 + my next step is lawsuit if I can't get this fixed I'm hoping that you guys can step in and fix their issues
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 the amount that he had been
billed by Frontier and would like his billing adjusted.Frontier has investigated the above
statements and offers the following response:Frontier advises that Mr.’s
internet service for an extended period of time because of a connection problem
at the remote terminal. A field
technician came out to the customer’s home on January 8, 2020 and was able to
restore the service. Frontier advises that a credit has been
issued for the days that Mr. was out of service.Frontier spoke with Mr. on March
18, 2020 and advised him of the above information. He was satisfied with the resolution. 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.
Wireless Internet service was cancelled in November 2019 and I have received a bill from them for the past 5 months. I have made 11 phone calls to the company - all documented with case #/employee #'s as well as dates/times - yet I am still receiving bills. Equipment was returned and I have proof of tracking # for confirmation of receipt. I am now receiving threatening letters stating that my account is past due and they will be reporting me to collections if past due is not paid.
Complaint Number: 14214980 Customer
Name: Tara
Evans Account Number: 7143748694Thank you for referring the
complaint of Ms.
*** to our office for review. We appreciate Ms. Evans
bringing this matter to our attention.The Complaint states that:Ms.
*** states that she cancelled a service that never worked and returned
all equipment and she is still receiving billings for services.Frontier has investigated the above
statements and offers the following response:A Frontier Representative
spoke to Ms. on March 11, 2020 and advised the account was cleared of all
charges.Frontier thanks Ms. for being a customer and hopes that she will consider Frontier should she need
services in the future.Frontier sent Ms. an
email and provided direct contact information should she have any further
concerns.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. Evans
may have experienced as a result of the above matter
After cancelling the provided service the provider is still sending bills with invalid charges.
Frontier Communications
has received notification of a complaint from the above individual. According to the
complaint:Mr. advises he was billed invalid charges after he cancelled service. Frontier has investigated
the above statements and offers the following response:February 2020, Mr.’s account was cancelled. A Residential Broadband Processing Fee of $9.99 applied to the account. Frontier spoke with Mr. to discuss his complaint. He expressed he was not advised of the fee. He was advised credit was issued for the $9.99 which will post on the final bill. We trust that
this information will assist you in closing this complaint. We apologize for any inconvenience that the customer has experienced as a result of the above
matter.Sandra P. Frontier Executive
Relations
I have had nothing but problems with my internet sense the day they installed it I have had 5 service technician at my house and is still not fixed every time I ask for a manager I get hung up on.
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.
*** has experienced chronic issues with his internet since
installation. Frontier
technicians have failed to fix the issue after multiple service visits.Mr.
*** would like the issue resolved and the billing adjusted.Frontier
has investigated the above statements and offers the following response:Mr. has been experiencing frequent disconnects with his internet service.Frontier has dispatched technicians on four occasions to resolve the issue and has determined that Mr.’s service needs to be provisioned at Frontier’s Preferred 9Mbps service, from the Preferred 12Mbps service.Frontier has issued an order to correct this issue beginning on March 19th.Frontier has issued credit to Mr.’s account for the reported issues in to our technical support team.An additional discretionary credit in the amount of $100 has also been applied to Mr.’s account.The total credit amount of $198.37 will be reflected on Mr.’s March 19th statement.A Frontier representative has emailed Mr. advising how the issue will be corrected. 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.
We had one phone call from frontier and all they said was they would try to get our internet fixed but no resolution on our bill
Regards
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. received one phone call
from Frontier advising Frontier would try to fix the issues with his
internetMr. has not received
resolution on his bill. Frontier has investigated
the above statements and offers the following response:March 11th, Frontier contacted Mr. by phone to advise that Frontier would work on resolving the connection issues he was experiencing with his internet.March 16th, A Frontier representative emailed Mr. at *** informing him that local management/engineering advised that his service would need to be provisioned to the Preferred 9Mbps Tier to correct the frequent disconnects he was experiencing.March 17th, Frontier placed an order to change Mr.’s service to the Preferred 9Mbps Tier service.The order completed on March 19th.March 19th, A Frontier representative emailed Mr. at *** advising that the order completed on March 19th and that credit would be reflected on his March 19th billing statement. The email also asked that Mr. contact Frontier if the issue continued after the change.The approved credit of $198.37 posted on Mr.’s March 19th statement.The March 19th statement also shows Mr. was assessed a $9 late payment fee in addition to a $9.99 reconnection fee.These fees were credited today, March 24th.All approved credits and real time balance are reflected at Frontier.com.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.
The issue is additional charges that were not needed and disputed with the promise of being resolved. 6 months later the dispute was not resolved involving improper additional charges. Numerous attempts at contacting Frontier turned into a different excuse and/or promise every time. Eventually the account was closed even those disputes remained open. Now between multiple calls and hours on the phone and even customer service agents hanging up and refusing to take care of the issue had resulted in this last action. This is a terrible company and has the worst customer service I have ever experience in over 30yrs.
Thank you for referring the complaint of *** on behalf of the account holder *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
• Mr. states he had additional charges that were added to his billing statement and the promised credit was not issued.
.
Frontier has investigated the above statements and offers the following response:
• Account records show Mr. placed a disconnect order for an account number that was billed under his name and an order for new service was placed under his wife’s name under in order to receive new customer pricing.
• Frontier advises this new account required a technician dispatch, since a higher speed package was ordered, and a new modem was required.
• Frontier records confirm a technician was dispatched to the customers home resulting in the installation fees. This is a valid charge and credit would not be issued.
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.
Sincerely,
Frontier Executive Customer Relations
At our lake cottage near Warsaw Indiana, we have used Frontier communications for many years. Upon opening up last year (2019) our internet did not work. I phoned Frontier and the sent a representative out (we were not there) and was told he found the issue and it should work. It did not. I phoned and informed them of this early in July 2019. We were told we would have to be there when the service tech came. It was 2 weeks out. I was upset, but I made the trip (90 minute drive) and missed work to meet the service tech. No one showed up. I proceeded to contact Frontier, told them to cancel the service, I asked where to send the modem, they said not to worry about returning it. Long story short - Frontier has continued to bill my account each month ($39.99). I contacted them in February. They reviewed the notes from July 2019, they said I attempted to ADD SERVICES but no one was there when the service tech came to our cottage. I never tried to add services, I just wanted my current services to work. I told them to stop my billing..I was told I would be billed for the remainder of the current month. Long story short, I filed a Unauthorized Debit claim with my bank. They returned 2 or 3 of the recent debits. I received notices in the mail yesterday that said that I owed $69.99 for each bill. $39.99 plus $30 for a return payment. I phoned the number on the letter. My account did not indicated I owed anything for the return items. My account still showed those payments being made. I asked to speak to a manager. She confirmed this and sent me to customer service... did not explain the situation to CS and I began again. She put me out to the auto attendant and CS went home. I had explained I just wanted my account zero'd out and closed. But I am not sure what they have done at this poing.
Frontier
Communications has received notification of a complaint from the above
individual. According
to the complaint:Ms.
advises experienced internet service issues and disputes the final bill. Frontier
has investigated the above statements and offers the following response:Records indicate, Ms. contacted Frontier February 2020 to cancel her account. She expressed that her service never worked properly and disputed the bill. Frontier spoke with Ms. to discuss her complaint. At which time she requested the bill charges totaling $109.32 for two months internet and a return payment fee be removed. Frontier advised Ms., to settle her complaint concerns, credit totaling $109.32 has been issued to her account. Please allow 1-2 billing periods for credit to post. We trust that this information will assist you in
closing this complaint. We apologize for
any inconvenience that the customer has experienced as a result of the above matter.Sandra
P.Frontier
Communications
I was going to go with frontier internet, the router was supposed to show up on a Wednesday. Well Wednesday came no router Thursday no router Friday no router. So I called to cancel it because I figured they didnt want me so I'll go elsewhere. Well they put me in a dispute, I also kept getting Bill's from frontier. So I called them again wasting my time, I was told I'm still in a dispute and to not worry until they contacted me. Well they never contacted me and a letter came in the mail from a bill collector. So I call frontier yet again, and am told I have to pay for a month. I said I never even got the router you were going to send so how can I be charged 60.46 a months service for never even using a kb of your internet. I was practically told I have to pay for a service I never used or the bill collector will be contacting me.
Thank you for referring the complaint of
***-*** to our office for review. We appreciate him bringing this matter to our attention.In the complaint Mr.-*** expressed concern regarding Frontier router that was supposed to be shipped to
him and delivered on Wednesday, but never arrived. It also failed to arrive on Thursday and
Friday. Mr.-*** called to
cancel the service but continued to be billed for service he did not receive.Our records indicate an order was created
on November 15, 2019 for internet service. However, there is no indication of equipment being shipped to the
customer. They order system SIMPL
indicates there is no associated Equipment found for this subscriber.Mr.-*** was advised his
account was placed in dispute, but he was still responsible for the 3—day
minimum billing. Our records also
indicate the dispute was not properly processed. On March 13, 2020, a credit of $60.46 was
applied to the account clearing the balance to zero.The above information was provided to Mr.
***-*** and he is satisfied.We sincerely apologize for the
inconvenience this matter has caused. Should Mr.-*** wish to discuss this matter further, I can be
reached at EXT 111-3143.Sincerely,Felicia TExecutive Customer RelationsFRONTIER COMMUNICATIONS
I was a customer of *** they switched to Frontier and after that was where my nightmare began! I asked for my service to be cancelled on several occasions, I asked them where do I need to send my boxes to couldn’t get an answer. I was told I would have to wait till the switch was complete. I told them that I wanted my account cancelled now that I was switching to ***. They told me they would cancel it but never did. They continued to bill me even after I had switched to ***. It was a nightmare trying to get someone on the phone sat on hold for over an hour, I kept getting the run around. I was told at one point they would send me prepaid boxes and labels to just put them in the mail, I finally got the boxes and sent them back, but my bill was $1500 at that point they never took the charges off for my boxes or took off the 3 months of service they billed me for when I asked to be cancelled. Now, this bill is on my credit report and I am beyond frustrated. I don’t even know who to talk to get this resolved.
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 billed after she
terminated servicesFrontier
has investigated the above statements and offers the following response:Frontier
advises our records indicate the current balance due is correct. Frontier
has provided Ms. the number to Frontier Collection Department.Frontier
has provided direct contact information if Ms. has additional concerns. 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.