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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California must shut this company down immediately. The worst service, customer service. Lie after lie every person I spoke to has told me a different story. I paid 90.00 and 5 days I still don’t have service. I called and called spoke to supervisors and they are in on telling lies. I’m a student part of my class is online and I need the Internet to do my class work. I’ve been to ***, stayed really late at school just to study and do my assignment that was due a few days ago. Sitting in my car at night finishing up my paper in the parking lot, so I could get my assignment in on time. Today my appt is scheduled between 8-12, it’s 11:55 and still not Frontier. I’ve called several times today only to be given broken promises, and even an expedited call to dispatch. Lies!!! The area that frontier has, should be given away to *** or another company that values their customers. I’m so frustrated and angry. Give it up Frontier, this has been 5+ years since you’ve taken over and you still cannot get it together.
My paper bills were redirected to paperless without my knowledge. I didn't receive my bill so I didn't pay it. The next month I got an email telling me it was past due. I logged in and saw that I hadn't paid it but also, they charged me a late fee and a service charge. My total bill instead of being about $60 per month, so $120 was over $200! I called up and apparently they decided to charge me a technician fee for them coming out to replace equipment that I was told would be free.
I called up because I was having technical issues with my service. They advised me that my on premise ONT (Frontier's equipment) was obsolete and should be replaced; that they'd send someone out to replace it free of charge. They did and left the new equipment in the garage. I provided the cable to the router and it's actually still sitting in the garage now, weeks or months later (I need to clean it up actually). Well when I called up to get it cleared up the customer service rep was very rude and basically told me "too bad - you can't prove we lied to you so you have to pay the money." I asked to speak to a manager and she said it would be 45 minutes to an hour wait. I said that was fine and she said they would call me back. THey never did. I want my paper bills returned and assurance it won't be changed again and I want my money back for late fee and service charge that I never agreed to.
If I was going to pay a service charge, I would have had the guy at least install it properly!
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 was switched from paper billing to paperless without
his knowledge. Mr.
*** states he was charged $75.00 for an internet repair which he had
been told would be free.Frontier has investigated the above
statements and offers the following response:Frontier advises that Mr.’s paper billing has now been restored, however there is no record as to why/when it was changed. Frontier advises that Mr. has access to switch from Email Statements to Paper statements under the My Profile section in his online billing profile. Frontier records show a Technician fee of $75.00 was applied to Mr.’s 3/1/2020 for work performed in response to a trouble report. In this instance, Frontier has credited the charge from Mr.’s balance, which will be reflected on his 4/1/2020 billing statement. 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.
In January of 2020, I started calling Frontier about my promotion that would end on 2/7/2020. Each time I was told to call back closer to the date or call back to see if any other promotions are available. As the date neared I called and spoke with several reps. The price they gave was more than what I was currently paying and I was told to call back closer to my promotion end date as they have different promos. Around February 5th-7th I called and spoke with Becky in the retention department I explained that I had called numerous times about this and was told to call back. She apologized and said she would see if she could assist. I told her my promo was ending and she said she would see what she could offer she initially stated a slightly higher price than what I was paying and asked what channels I watched I told her most of them except sports. I told her I was on a fixed income and could not afford to pay a $300 cable bill. She then said she would see if she could keep me at the same price I was paying. Ultimately she told me she was able to keep me at my current rate for triple play which is $140 and before taxes and fees, she also mentioned about me having the lifeline discount as well. I thanked her and told her I appreciate her assisting me. I wrote the information down and confirmed with her before the end of the call that to make sure that this would be my monthly price before taxes and fees she again said yes $140 for triple play plus taxes and fees. I made sure to write down this information as well as her name and dept she worked in and she even gave me a confirmation number. I had this problem before with Frontier not honoring what their reps had told/quoted me. On March 5, 2020 I was about to pay my bill online for $220 when I noticed the next months bill was $289.84. I immediately called and was told they did not see this in the notes. I told them I had a confirmation and had spoken with Becky in the retention dept. Unable to get anywhere with customer service I immediately called Richard S (Executive Customer Relations) who stated he would pull the call and get back with me. I returned his call on 3/5/2020 and he stated he listened to the call and he was confused and that Becky did not promise me anything but that she would see what she could do. Are you kidding me??? I told him I would not have ended the call with her telling me she would see what she could do and that I had in fact wrote the information down and asked her before ending the call "so my price will stay the same $140 before taxes and fees and she told me yes. I thanked her for assisting me and got her name and the department in which she worked. She even gave me a confirmation number. So I told him not sure how he could be confused with what Becky told me. He then went on to try and insist she did not promise me anything but that she would see I said ok no she did not say "I promise" but she did say she would see and ultimately gave me my current rate $140 m. I was tired of him BLATANTLY LYING about the conversation Becky and I had and TWISTING EVERYTHING SHE SAID as if I just misunderstood what she said and what I wrote down and kept for my records was a misunderstanding. He then tried to offer me the rate which I'm paying for 3 mos and then increase it $155 plus taxes and fees. I told him NO that is not what I was told and this is unacceptable. He listened to the call and then tried to make it as if there was some kind of confusion???? No there was no confusion when we ended the call. Wen ended the call on a good note and me thanking her for assisting me. This company is terrible at not honoring the prices they give and then lying about it. I have experienced this from day one with this company/employees. And to have the Office of the President to not honor what was said is even worse. You expect for them to do was right and be truthful and here we have him FLAT OUT LYING about what she said! This goes to show this business will do anything to not honor the price that was given even if that means losing customers the reviews about this company speak volumes about their dishonest practices and customer service. Ask yourself would if you would have ended the call assuming that you're getting the same rate and not being absolutely clear and go so far as to get the persons name, dept in which they work and a confirmation number???? So what is/was the confirmation number confirming??? So nothing is confusing about the call Mr. Self listened to. The only thing is him not being honest and willing to honor the price Becky in the retention dept gave and here is the confirmation number #***. When you're given a confirmation number this is done to confirm something right??? Well, this was confirming the price she had given me as well as the call. This is why I wrote everything down because if you don't take notes, get the name of the person you speak with they will lie. And Mr. Self is still lying even after listening to the call and trying to make it seem as if there must be some confusion and he could see how I would be confused. NO SIR I am not confused AT ALL which is exactly why I wrote everything down! Also in the retention dept, this is their job to try and retain loyal customers which she did. The goal of the retention dept is to increase customer loyalty and reduce cancelations. But Mr. Self obviously is not aware of that nor does he care to keep loyal customers. My next bill is $289 and I want this adjusted to price I was given by Becky.
Thank you for referring the complaint
of Ms. *** to our office for review. We appreciate Ms. bringing
this matter to our attention.The Complaint states that: Ms. advises she has a billing dispute with Frontier.Frontier has reviewed the above
statements and offers the following response:Frontier advises we have not been
able to reach Ms. since we last spoke with her on March 5, 2020 regarding
her billing dispute.Frontier issued a customer courtesy
credit of $43.78 on March 6, 2020 for the February 20, 2020 bill print.Frontier offered to set her bundle
price at $155.00 plus taxes fees and equipment and honor the $140.00 misquote
for 3 months total as a customer courtesy. Ms. elected not to make any
changes.Frontier’s position remains the same as there has been no
additional information provided that warrants a deviation from the original
resolution.Ms. is dissatisfied with the Frontier
decision and feels she agreed to a one-year agreement at $140.00 plus taxes,
fees and equipment. Ms. 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 cancelled service to Frontier Communications on October 29,2019.......On January 8, 2020 I realize that my phone was still activated.....I called to ask what the problem was, a gentlemen told me it was NOT my fault and they would disconnect my service within a week. On February 19,2020, I received a bill for $296.29 I called Frontier AGAIN, and was told NOT to worry about the bill because they can see in the computer that I DID cancel services on Oct. 29, 2019...However, I would be receiving a bill for a pro-rated from Oct. 29- Nov.15,2019.....I said ok to this, but have NEVER received a bill for a pro-rated amount. On March 5th, 2020 I receive a bill from a collection service for the full amount of $296.29.....again, I call Frontier Communications, after speaking to SEVERAL people, I was told that since my bill was sent to collections, they could NOT help me. I contacted the Collection Agency , who informed me they will put in a dispute, but it WILL be on my credit report until it is 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.
*** states she cancelled service with Frontier Communications on
October 29, 2019 and it was never closed.Ms.
*** states the account was turned over to a collection agency and she
would like this cleared.Frontier has investigated the above
statements and offers the following response:Frontier was able to access
the call in which Ms. called to disconnect service. Frontier takes this
information very seriously and coaching will be handled internallyMs. is responsible
for all charges through November 15, 2019 but all other charges have been
removed.A Frontier Representative
spoke to Ms. on March 6, 2020 and explained the above. Frontier thanks Ms. for being a customer and hopes that she will consider Frontier should she need
services in the future. Ms. was
provided direct contact information should she have any questions.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 Communication continually over billing for their service.
The account was closed and I settled my outstanding bill September 17th. I did not sign a contract that is why my rate was $110 per month I knew I may not have 2 years left in my home.
I believe the outstanding bill is for early contract lease per Frontier's explanation but it's not clear to me. I made several calls to custom service waiting on hold etc. getting different stories regarding billing fees and rules. I ended my service on September 17th 2019 and settled the bill. I do not understand why I am being billed another $79.84. This company is randomly changes their billing fee rules and rates. I should have ended their service when I paid excess monthly fees for 5 months when I had to open what they called a "new account" when my husband passed in 2017. After 5 months of customer service calls in 2017 and dealing with long call wait times, I finally established a monthly rate of $110. Truly I think they take advantage of seniors and hope you can help me.
Thank you for referring the complaint of
Ms. *** to our office for review. We appreciate Ms. for bringing
this matter to our attention.According to the complaint:Ms.
*** advises she was charged after she terminated Frontier services.Frontier has investigated 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.As
stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the
last day of your billing cycle.Frontier
advises the September 10, 2019 bill statement charged for services through
October 9, 2019 for Internet $34.99, DishTV $77.70, and the Internet Infrastructure
Surcharge $3.99 for a total balance due of $111.68. Frontier
advises the balance of $111.68 was forwarded as not paid on the October 10,
2019 bill statement and charged a late fee $9.00, the Broadband Processing Fee
$9.99, the State/county tax $.71, and prorated DishTV credit of -$50.54 leaving
a new balance due of $79.84.Frontier
advises that Ms. contacted Frontier on September 17, 2019 and her
account was terminated on October 9, 2019 per policy. Frontier transferred Ms. to DishTV to
terminate her Dish service account.Frontier
advises the amount due is accurate and sustained. Frontier
spoke to Ms. on March 6, 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 recently switched to Frontier Communications for Internet and phone service. The installers were unable to figure out how to convert our Frontier service to the Internet. At the end of the day they simply left, leaving an unconnected ethernet cable hanging from the wall. We called the installer's number 3 times and went to voice mail. I received several text notifications that someone was on the way to fix it but no one ever did.
I therefore hired a private contractor to sort it out, at a cost of $325.
I have been getting the usual runaround from Frontier on my request to:
1. Refund my installation fee since they didn't complete the installation
2. Reimburse my costs of getting the installation done right.
Thank you for referring the complaint of *** to our office for review. We appreciate Dr. *** bringing this matter to our attention.The Complaint states that: We recently switched to Frontier for
phone & internet service & the installer wasn’t able to convert our
Frontier service to the Internet. The technician left & the customer tried
several times to contact the installer to have him come back however he never
showed up. The customer had to hire another company to sort things out &
would like a refund of the $325 the other company billed him.Frontier has investigated the above statements and offers the
following response:The Frontier technician did a complete install of services &
connected the Internet to the Frontier equipment. Frontier isn’t responsible
for connecting the service to any customer owned equipment. Frontier has denied
the request for credit.
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 did not ask them to use the existing equipment, which had to be returned to the previous provider. There was nothing to prevent them from installing their own equipment. Actually that is exactly what the private contractor we had to hire did, using a FRONTIER unit!
Regards
Upon further review with the Local Manager it has been determined
that Frontier successfully installed the customer’s phone lines to their
demarcation point & fully installed the Internet service as requested. The
customer was advised as to where the Frontier Internet equipment was being
placed & Frontier moved their network wires to our modem to get the service
connected. The Internet service didn’t connect & at this time the customer
was advised by the technician they would need to contact their IT company to
resolve any further issues because their equipment was preventing the Internet
from connecting successfully. Frontier completed a full
install as per our company policy & therefore will not issue credit for any
charges passed on to the customer by their IT company.
I paid them and they did not update my credit report to reflect I paid them I full and they told *** my debt is still valid with frontier
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 paid her Frontier final
bill and her credit report has not update. Frontier
has investigated the above statements and offers the following response:Frontier
spoke to Ms. on March 9, 2020. Ms. advises her credit report has
been updated.Frontier
confirmed issue has been resolved. Frontier
has provided direct contact information. We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
They continue to charge for a pice of equipment that is not needed (router). I had to buy my own and because theirs does not work though out my home. They bill me each month and will not return or cancel the fee.
Thank you
for referring the complaint of Mr. *** to our office for review. We
appreciate Mr.
*** bringing this matter to our attention.The
Complaint states that:Mr. is disputing a bill for service
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 equipmentFrontier
spoke to Mr. on March 10, 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 terminated service on Feb 3,2020. I was told by a representative that I will be issued a credit for the balance of the month. They are now refusing to honor their agreement. Once they honor the agreement, I will immediately return their equipment.
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 was billed after he
terminated services. Frontier
has investigated the above statements and offers the following response:Frontier spoke to Mr. *** on March 18, 2020 and directed him to the Frontier corporate terms policy.Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle. Frontier spoke with Mr. and advised him of the above information.As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle.Frontier advises on each billing statement the following notice is provided: Upon termination of service, you must return equipment owned by Frontier. Frontier advises that failure to return Frontier equipment or returning equipment in a damaged condition (subject only to reasonable wear and tear) will result in the imposition of an equipment fee that may be substantial. Frontier has provided direct contact 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 signed up for service with Frontier on the assumption that they were running a promotion at the time for a $100 gift card. This was supposed to offset the costs of the installation and it really was something that incentivized me to sign up at that point. There wasn't anywhere during the sign up process that requi*** me to enroll in this promotion but given that it was on the front of their website when I signed up I assumed this was going to be applied to my account.
After signing up I reached out to customer service to get more information and they said I wouldn't be able to apply for the promotion until I had gone through 90 days of service. I said that was fine but they did not tell me that my account wasn't eligible.
I just recently reached out for information on how to apply for the promotion as it had been 90 days and initially was sent to the promotions department from the regular customer service rep online. This number that I called for promotions then said that the line I was calling wasn't for applying to get the promotion but to just see if the card had been applied to my account and that I would need to call the main customer service for Frontier. I then was transfer*** to that department and was told, after the rep looked up my information, that my account had no record of being eligible for the promotion and that they was nothing the rep or their supervisor could do about it. I was told that the only way I could figure out what happened was to call the president's line that is located at the bottom of the frontier website when clicking contact us. I asked if I could be given that number but they said this wasn't allowed and that I would have to look it up myself.
This is what has led me here. This clearly seems to be a bait and switch where Frontier is offering up this promotion but then making it nearly impossible to get the actual gift card for having signed up.
.Frontier CommunicationsThank you for referring the
complaint of Jeff
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr.
*** advises that when he signed up through Frontier’s website for
Internet service, he assumed he would receive a $100.00 gift card due to
it being advertised on the website. He has not received the gift card. Frontier has investigated the above
statements and offers the following response:Upon investigation, If Mr. qualified for the $100.00 Reward Gift Card he would have received an email from Frontier with the information on how to receive the card. Frontier spoke to Mr. today and advised him of the above. Frontier also advises that Mr. can email [email protected] call to receive more information about the Reward Gift Card.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.
Frontier Communications has a third party vendor that handles their checkout cart and this promotion. The fact that they advertise this promotion on their website and then try to shoulder the responsibility to an entirely different company is not good business practice. There was no way for Tammy at the president's office to tell me why I may or may not have been eligible for the promotion and what actually happened on their website. It seems as though this is a common issue bases on the complaints from this Revdex.com listing as well as *** LLC Revdex.com listing (the company that Frontier hires for their promotions). If Frontier were genuine in their care of their customers they would no longer allow this practice to happen.
So far through this process I've had to make multiple attempts at getting the correct information and this most recent iteration is more of the same. This seems to be something that the company does as a method of breaking down concerned consumers by means of attrition. I am very disappointed that I found a service I enjoy but that is provided by a company that does not have good business practices when it comes to their customer service.
My hope was that the presidents office would have been able to handle my concern themselves (as was stated to me by the Frontier general customer service line). Instead, and as you can see from their response, they need me to follow up with an entirely different entity. I have followed up by email to *** and have yet to hear back. Now, do I have to submit a complaint via Revdex.com to actually get a response from them? I am so disheartened to know that businesses can be run this way.
I am still looking to get my $100 promotional gift card that was advertised and for which I am eligible based on the website.
Regards
.Frontier CommunicationsThank you for referring the rebuttal
of *** to our office for review. We appreciate Mr.
bringing this matter to our attention.The Rebuttal states that:After
receiving the information from Frontier on how to find out if he qualified
for the $100.00 Reward card he saw advertised on Frontier’s website, Mr.
feels that Frontier should not use a third party vendor. He still feels that
he should receive a $100.00 gift card due to it being advertised on the
website. Frontier has investigated the above
statements and offers the following response:Upon investigation, If Mr. qualified for the $100.00 Reward Gift Card he would have received an email from Frontier with the information on how to receive the card. Frontier spoke to Mr. today and advised him of the above. Frontier also advises that Mr. can email [email protected] call to receive more information about the Reward Gift Card.Frontier advises that if Mr. does not receive an email about the gift card, he could also call the number.Again, like we stated before Mr. may not have qualified for the $100 Reward card that was advertised if he did not receive an email after his order online. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may
have experienced as a result of the above matter.
I had been an internet customer of Frontier for about 6 years. I had never had a late payment. We sold our home (where we had the internet service) on Sept. 6, 2019. After many attempts and difficulty in getting the internet transferred to our rental home, I cancelled the service. At the time I cancelled the service, the frontier employee credited me for the small balance due that we did not have service for. She told me we did not owe any more money and the service was cancelled. Months later, I received a letter in the mail saying the account was past due. I called frontier again and was assured that the billing issue was resolved and that we did not owe anything because we no longer had service. Months laster again, I got another past due notice. I called frontier again. They said they could not address my issue because I did not have a pin number. They said the only way to get the pin was to email the bill to me at the email on file, which is no longer valid, or send the bill to me in the mail at the address on file, which we no longer live at. They refused repeatedly to transfer me to a manager or anyone else that might be able to resolve the issue. They also verified that the amount due on the most recent bill was for November and December service. We have not had their service since we closed on our home on September 6th AND we cancelled the service in September, so why are we getting billed for November and December? The account is now delinquent even though they've assured me multiple times that it has been resolved and they have sent us to collections. They refuse to correct the billing mistake or even let me talk to someone else in their billing department.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr.
*** advises that he sold his home in September 2019 and cancelled his
service with Frontier. Mr. advises that he was still getting billed for service until December 12,
2019 when his service was finally disconnected.Mr.
*** advises that the past due balance has been sent to an Outside
Collection Agency. Mr. advises that he wants the past due balance removed after September 6, 2019
and correct all negative credit reporting.Frontier has investigated the above
statements and offers the following response:Frontier investigated and
advises that credit has been applied to Mr.’s account and he now has a
zero amount owed. The updated
information will be sent to the Outside Collection Agency to delete any
negative credit reporting if applicable.Frontier attempted to reach
Mr. to advise of the above but was unsuccessful. Frontier left a message for Mr. that
included 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 find that this resolution is satisfactory to me. While I am extremely disappointed that this matter could not have been resolved directly with frontier through hours of conversation over multiple phone calls and multiple months, I am glad the issue has been resolved. I will retain this written response for documentation of the action taken by frontier. I was assured 3 times verbally that the issues was resolved and hope that it truly has this time.
to anyone who worked on this complaint from Revdex.com: please relay my sincere gratitude and thanks for bringing resolution to an exhausting, absurd, frustrating billing situation. I truly was not getting any cooperation to fixing the issue until Revdex.com got involved. I appreciate it very much. Thank you.
Sincerely
I canceled service at my second home located at ***, in October 2019. Frontier canceled my service and shipped me a box to return there equipment which I used and shipped back the equipment. Frontier continued to auto bill my credit card until I saw the discrepancy and contacted them. I spoke with Malcom in customer service who was not able to help me. I asked to speak with his supervisor however he did not want me to and said the supervisor wouldn’t be able to help either. I insisted on speaking to a supervisor and was but on hold for 15min. When Malcom returned he said all the supervisors were busy and he would have one call me back when they could. Needless to say no one returned my call.
Thank you for referring the complaint of Ms. to our office for review, we appreciate you bringing this matter to our attention.
According to the complaint, Ms. has experienced billing concerns.
Frontier investigated and advises, Ms. cancelled TV and Phone service on September 30, 2019. The only service that remained active at the customer's request, was Internet.
Frontier spoke with Ms. to discuss her complaint and this was confirmed. She expressed no other concerns.
Frontier apologizes for any inconvenience the above matter caused and trust this information will assist you in closing this complaint.
Sandra P.
Frontier Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I had a electrical repair made and it cut the Frontier cable wire going to my house, I called Frontier and told them it had been cut and needed repair, they said they would repair it, but did not tell me there would be a charge for the repair, if they had I would have asked how much, and when they would have told me over $600.00 I would have not had the repair done, the wire only goes to my house, it is the wire from their box on the road to my house. I had their service hooked up about 3 months prior, and the exact same wire run from the road to my house, and also the equipment installation was $75.00. I want this corrected.
Thank you for referring the
complaint of ***
L. *** to our office for review. We appreciate *** L. *** bringing this matter to our attention.The Complaint states that:Was
billed over $600.00 for a line repair.Was
not advised of any charge at the time repair was done.Frontier has investigated the above
statements and offers the following response:Frontier has cancelled any
and all charges associated with the repair of the cut line at Mr.’s property.*** will be sending a
closure letter to Mr. to advise.Mr. was contacted on
March 16, 2020 and advised of the above.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that *** L. ***
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
2 years ago I got Frontier Communications as a phone and internet provider. I have complained about them for two years. Honestly the only reason I have stayed is no service cap. I wanted better service when I first got it but the installer said my lines wouldn't take it and signed me up for a lower speeds.
I then would have to restart my modem frequently as my internet kept going out. Which was very annoying.
Then About two weeks ago, it went out while I was taking a test. So I had decided I had, had enough and called to get someone.
The guy showed up only to tell me there was nothing he could do 9mpbs would be all that Frontier could give me. He pretty much said if I wanted better internet to go to one of the local cable companies or maybe try a bonded service through them. He did not do anything.
So I called them about a bonded service it was going to take place on March 4, 2020 but when I got up that morning I had no internet. I waited until 8 and started calling. Person after person told me to do exactly the same thing and never said they wanted to send out a technician. I had to get off the phone a little after 10 because, my daughter had a doctors appointment and I had to go to a friends house to do my homework because I did not have any internet. So then when I got home between 6 & 6:30 I called back and again the rep told me to do the same thing. I was getting mad. It was ridiculous that call after call nothing had changed. I asked to speak to a supervisor several times and he would not transfer me to one. But upon transferring me to another department he said we were part of an outage. I called this morning to see if we were apart of the outage and they said no, and started all over again. This is ridiculous. So he then says he is going to send out a technician. Not until next week. This is absolutely ridiculous!!!
It is sad that a company that charges so much can not make an effort to please its customers!!!!
Thank
you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention. The
Complaint states that:Ms.
*** states that she has had ongoing issues with her internet Ms. had a upgrade order placed to increase her speed however now she has no
internet service and was advised that a technician cannot come out until
03/09/2020.Frontier
has investigated the above statements and offers the following response:Frontier advises that we were able to get Ms.
*** internet run back in and left the trouble ticket active to have a
technician go out to upgrade her speed.Frontier spoke with Ms. and advise also
will follow up on the trouble ticket We
trust that this information will assist you in closing this complaint. We
regret any inconvenience that *** experienced as a result of the above matter.
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
My service was turned off at my request on 11/25/2019 at about 1 am. I called first thing in the morning to ask if it could be turned on for one day, the 25th. It was not turned on that day (and was actually not turned on until the 26th at 4:38 pm. On the 26th at 7:30 am I called the representative who was helping me and she asked me "Do I want the reactivation to be cancelled?" I said yes - she said she would. Subsequently, I received a bill for $236.00 for the full month. I called on 12/11/2019 to sort things out, and was told by the representative that my billing had been erased back to the 25th. On Tuesday, I was called by a collection agency saying that I should pay the $236 or I would be reported.
1. It was never explained to me that upon requesting reactivation I was signing up for a full month.
2. I specified that if it could not be turned on by the 25th I did not want it to be turned on (I was moving on the 26th).
3. By the time it was turned on (4:36 pm 11/26) I had already gone. The service was never used.
4. Two representatives told me that everything had been resolved (11/26 and 12/11).
NO ONE ever said to me that I was or had signed up for a full extra month.
Please help me!
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 a bill for service
from Frontier.Frontier
has investigated the above statements and offers the following response:Frontier
reviewed Ms.’s account and determined that a new account was opened per
Ms.’s request as she needed the service for 2 more days from the day,
she had originally requested to terminate her account. Frontier
advises that since Ms. had paid her prior account until the end of the
bill cycle, Frontier has issued a full adjustment on the new account. The
account shows a zero balance.Frontier
spoke to Ms. on March 9, 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 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 cancelled my service from Frontier Communications on 2/5/20 (billing cycle 2/3-29/20). So my internet was shut off that day.
When I cancelled the agent told me to pay the complete bill and I would be prorated, then sent a refund check. Well, today I called to as why did I have a new bill with more charges. Then this agent told me that they don't prorate anymore the bills. And that there is a charge of $9.99 plus tax to cancel. I did not have a contract of any sort. And that the service should not be cut off till 2/29/20.
Thank you for referring the complaint of
Ms. *** to our office for review. We appreciate Ms. for bringing
this matter to our attention.According to the complaint:Ms.
*** advises she was charged after she terminated Frontier services.Frontier has investigated 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.As
stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the
last day of your billing cycle. No
partial month credits or refund will be provided for services previously
billed.Frontier
advises there is a fee of $9.99 when a customer discontinues broadband service.Frontier
advises on each billing statement the following notice is provided: Upon
termination of service, you must return equipment owned by Frontier.Frontier
applied a credit adjustment of $10.81 for the broadband processing fee as a
courtesy.Frontier
spoke to Ms. on March 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.
Attempted to start service with Frontier. They were too incompetent to set up service. Service was cancelled in December (no service every received). Was sent a bill, called customer service. Service was cancelled prior to the start date, should have $0.00 balance, confirmed by Frontier. Received another bill from Frontier. Called again, escalated issue. My account was sent to collections. So incompetent.
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 was billed for internet service that did
not work.Mr. advises that since no service was rendered by Frontier, his
account needs to be credited in full and taken out of collections.Frontier has investigated the above
statements and offers the following response:Frontier advises that since the internet
service never worked, all charges have been cleared, and Mr.’s account is
currently at a zero balance.Frontier advises that the outside
collection agency will receive a notification from Frontier that the balance
has been credited in full, and the account will be removed from collections.Frontier spoke with Mr. on March 5,
2020 and advised him of the above 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.
I am filing this complaint from 87 year old mother-in-law, ***. On August 7, 2019 we cancelled Mrs. Frontier Services as she was relocating to a new address location where Frontier communications is not available. We were told the services would not be discontinued until the end of the month, at that time we could dispute any charges. In September Mrs. was billed $44.99 her normal monthly amount. We called Frontier on Sept. 10, 2019 to dispute this billing and were told by customer service (____) that they would wave the $44.99, but needed to pay $9.99 for discontinuing the service. (confirmation # 69270285) We paid the $9.99
In October Mrs. received, a statement for $90.01 . On Nov. 4, 1019 We contacted frontier and spoke to _____, who had no paperwork of our original call. She took off the $90.01 from the account and she assured me the account was 0 and resolved.
In Mid Nov. Mrs. received another statement for $90.01stating the payment was past due and if not paid would be sent to collections. Again Frontier was contacted via "chat" mail and talked to _____. She stated that the other members of customer service should not have written off the amount, because there was supposedly a contract (we did not verbally agree or sign any contract, either way the relocation made Frontier not available as a service)that was broken and the amount due from that was $90.01 and if not paid the statement would be sent to collections. Mrs. has been served papers from collection. We are not planning to pay the amount due, as we were told ty 2 customer service representatives that there was no monies due.
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. Lehman, filing on behalf of his mother in
law, Ms. ***, is disputing a bill for service from Frontier. Frontier
has investigated the above statements and offers the following response:Frontier
advises that Ms.’s account has been adjusted to a zero balance. Frontier
spoke to Mr. on March 10, 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 tried to cancel service on a specific day, but it turns out that they refuse to pro-rate service cancellations. My next billing cycle has not yet started, but they still will not let me cancel my service in the middle of the next billing cycle. Apparently, in order to not have to pay for 15 days of service I do not want, I should have changed my billing cycle the before the current billing started, even though the billing cycle that I want to be pro-rated has not yet started.
My billing cycle is 2/14-3/13. It is currently 3/4, and I called asking to cancel my service on 3/29. I was told I would have to pay the full bill until 4/13 if I wanted service past 3/13. Or I should have called prior to 2/14 to adjust my billing cycle.
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.
*** advises he wants prorated charges from the date he wants to cancel his
Frontier service.Frontier has investigated the above statements
and offers the following response: Frontier
advises that prior to termination, Mr. was billed (and thus incurred
charges) through the end of his billing cycle. Mr. is eligible to continue receiving Frontier services through
the end of the billing cycle.As
stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the
last day of your billing cycle. Services
will be available through the end of the billing cycle for which you have been
billed in advance. No partial month
credits or refunds will be provided for services previously billed.Frontier
advises there is a fee of $9.99 when a customer discontinues broadband service.Frontier
advises on each billing statement the following notice is provided: Upon
termination of service, you must return equipment owned by Frontier.Frontier
advises that Mr. has pending order to terminate his services on
February 13, 2020.Frontier
attempted to speak to Mr. but was unsuccessful. Frontier communicated the above information
and provided direct contact information via phone message.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."Services will be available through the end of the billing cycle for which you have been billed in advance. No partial month credits or refunds will be provided for services previously billed.Frontier advises that Mr. has pending order to terminate his services on February 13, 2020."I was requesting to prorate my service for THE NEXT billing cycle that HAD NOT YET STARTED. I had already paid for service from 2/14 - 3/13. On 3/4 was requesting to terminate service on 3/29, which is not part of the current billing cycle, it is the next one. I was not requesting "partial month credits or refunds for services previously billed" I was requesting "partial month credits or refunds for services NOT YET billed". I was requesting this BEFORE the billing cycle that had not yet begun, well in advance, to avoid exactly this.I have a pending order to terminate my services on MARCH 13, 2020(they got the date of my pending order to terminate services wrong in their response), the end of my current billing cycle that I was billed for in advance and have already paid. I was not requesting a refund for services previously billed. I was requesting my next bill be prorated and my service terminated on the last day I will be living at the current residence, before the billing cycle started.Apparently, in order to terminate service on 3/29, I would have needed to contact Frontier about this request 2 billing cycles before it occurred, at some time prior to 2/14, over 1.5 months in advance.Since I was did not know that was necessary, as that is not their stated policy, I was not able to do that. Due to the extremely poor customer service I got while making this reasonable request, I requested to terminate my service, and I am now inconvenienced as I need to get another provider to install in my current apartment for the last two weeks I live here, before moving and needing the new provider to install again.
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.
*** advises he wants prorated charges from the date he wants to cancel his
Frontier service.Mr.
*** advises he requested to terminate services and change his billing cycle
to match the termination date.Frontier has investigated the above statements
and offers the following response: Frontier
advises that prior to termination, Mr. was billed (and thus incurred
charges) through the end of his billing cycle. Mr. is eligible to continue receiving Frontier services through
the end of the billing cycle.As
stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the
last day of your billing cycle. Services
will be available through the end of the billing cycle for which you have been
billed in advance. No partial month
credits or refunds will be provided for services previously billed.Frontier
advises there is a fee of $9.99 when a customer discontinues broadband service.Frontier
advises on each billing statement the following notice is provided: Upon
termination of service, you must return equipment owned by Frontier.Frontier
advises that Mr. has pending order to terminate his services on March
13, 2020. We apologize for incorrectly
typing the date as February 13, 2020 in our original response.Frontier
attempted to speak to Mr. but was unsuccessful. Frontier communicated the above information
and provided direct contact information via phone message.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.
Been having problems with Frontier since 2013 when they were supposed to send us a new router and never did. It is now 2020 and we have a router from 2010. Been communicating with two different account managers through email and Frontier customer service over the phone are saying they can not cancel our service with them until the 13th when our bill is due the 11th and we have been with Zito media since February 24th. They are wanting us to pay for this month's bill and April's bill when we have been using other services since February 24th. We have only been using phone service until today, March 4th 2020 because Frontier refused to port over their number to Zito media and had to get a new number They claim they do not have any ticket numbers proving any problem we've had with them since we have been in communication with them over our issues since December 2019. We have all the emails from both account managers proving we have been in communication, and the ticket numbers have disappeared.
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms. advises that she has been experiencing service issues from December 2019. Ms. advises that she was billed for a full month of service even though she wanted to end her service earlier.Frontier has investigated the above statements and offers the
following response:Frontier advises
that Ms. reported no dial tone on December 5, 2019 and on
December 11, 2019 a cable issue was repaired. Frontier provided an
adjustment of $18.74 on December 11, 2019 for the service issues.Frontier did not
determine that Ms.’s service issues were related to her modem or
that her modem needed to be replaced. Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of her billing
cycle. Ms. is eligible to continue receiving Frontier services through the end
of that billing cycle from February 16, 2020 to March 15, 2020. Frontier advises
that Ms. has a Primary Local Exchange Carrier Freeze on
her Frontier account which prevented the number from being ported to the
other provider.Frontier
spoke to Ms. on March 5, 2020 and explained the information
above. Frontier explained the Primary Local Exchange Carrier Freeze could
be removed off of the account and Ms. could port her telephone
number; However, Ms. declined this offer. Frontier
determined that Ms. has been using the Frontier service up to March
5, 2020 and changed the cancellation order to March 6, 2020.Frontier
advises that Ms. has DISH Network service bundled on her Frontier
account and placed a request to unbundle the service from her Frontier
billing. Frontier
advises that Ms. will not be billed additional charges for the April 2020 cycle from
Frontier services.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.