Frontier Communications

After over a year with them, they more than doubled the price ($65/mo from $29.95). Asked them to match competitors, but they wouldn’t budge an inch. Cancelled service. They added BS “disconnection fee” and other nonsense. Said they would send prepaid box with label to return equipment. Threatened to charge $100 if equipment not returned in 30 days. Box and label never came. Called back, they said 1) they had not sent the box, but 2) they would NOT give me an extension! 3) they would send the box. I told them if they made me call again I would bill them for my time. Box and label never came and it is now past 30 days.

Failing of admission of cancellation number *** date Feb 16 by supervisor name Phillip, no other information was giving by the employee. This action and denial of providing documents of accounts cancellation prior the month of March of 2020 has made the service delay to the next cycle of business, charges of services has been issue with no physical connection to the account holder.
They claim to provide a services which was never provided.

I have been a customer of Frontier since Jan 2006. around 2016 I signed up for internet via their services. The promotion was sign get the router for free. So I did. in 2018 I sold my home and Frontier Customer service had us leave our account open until we got into our new home and to also take the router with us as it was ours and I wouldn't be charged for a new one. In May 2018 we moved into our home and had the company come out and set out internet service. They used the router I had brought from my other home. No problem it works great. However I noticed on my bill today they have been charging me $10.00 for a router. I called them on 3.4.2020 at 8:30am and spoke with Adrian explained the issue and asked why I was being charged for a router that is mine from the promotion I sign up for. He said that was only good for the promotion. I stated you don't charge me for my phone I have hooked to your line as its mine why would I have to pay for a router that is also mine that I received when I first signed up, He said it doesn't work that way. I asked to speak to a manager and he said his manager was not there, I replied I could wait or put me through to their voice mail for a call back, He stated he could not do that. He then said ol I can give you to a manger. I stated do not give me to a fake manager aka co worker. He was silent on the phone, then stated my manager will be here do you cant to wait I said, I stated I can not believe you wanted to give me to a coworker to pretend to be a manager. I was on hold for 3 min.
On 3.4.2020 at 9:16 am Tammie came on the line said she was a manger I asked for her manager id number she gave the following T125981, I explained I am being charged $10.00 a month for a router that I was given in a promotion and why would I now have to pay for it. She said that when the promotion ended that happens to everyone. I said no because I have friend who also moved and she has not paid for hers and her promotion was up as mine was. I discussed it over and over, I stated if I have a router I purchased and USED would you still charge me $10.00 she said that would depend. I stated on what, She replied your package. I asked the following question 1. Where is in writing can I find this 2. did you notify customers of the bill change 3. you guys gave routers out on a promotion and now you want us to pay for them at $10.00 a month until you get $200.00 paid back. I stated the router your company used cost only $35.00 retail and less for your company. I stated this is price gouging. I asked for her manager and she stated they are not here. so I asked to be sent to voice mail so I could leave message for call back as I really didn't have trust in she would follow through. She took my name and number and and said she would give it to the manage as she could not give the phone number to the manger or send me to their voice mail.
3.4.2020 t 9.18 am I called the Corporate Phone Number: and I spoke with a Tabitha she took my name account information and I explained what my billing question/issue was. She said I remeber that promotion as I used to work in the call center ans yes you got a free router. however once the promotion was up you had to pay $10.00 a month until it was paid for. I explained then was it for free and later you charged yout customer for something you gave them? I stated you dont charge me for my phpne hooked up to your line and why can I not use my own router, She stated thats not the way it works, I replied I have friends that have just that very way and not being charged $10.00, She stated we offered some people to do that and even just pay for the router upfront for $200.00. I asked to speak to her supervisor she said she could not transfer me, I asked if she could give my number to them and have them all me she said no. So I stated I will just have to go about this in a different way. As this is wrong 1. I was given the router to use for free, 2. you are now charging me $10.00 a month for something I thought was free 3. you didn't notify me of the changes.

Constant problems with service and having outages of service and delay of repair. Phone/internet line is laying in the ditch on our road which is constantly getting hit by the towns plows/mowers and the farmers. Frontier won't bury the line. Phone never worked properly, was so loud when you would use it with static and crackle noises that the person you were talking to couldn't hear you and you couldn't hear them. Husband is on call 24/7 with the hwy dept and because of our cell coverage at our house we had to get a landline. However, every time some one calls you couldn't hear what they were saying because of the noise. We would have to grab our cell and walk out to the field to call them back. Called Frontier numerous times and they were out a few times but never solved the problem. Then internet was added to our area so we go that in the winter. Come spring/April we started having issues with the internet not working. I called in May to get it fixed an someone couldn't come out for a couple weeks and then when they finally did they never fixed the problem. Called back again and set up another appointment for 6/21, Husband stayed home from work to be there during the time frame, no one showed. I called and they said that we didn't have an appointment for that day or it was never submitted even though I had all the information for that time. So had to reschedule again but they couldn't get out to the 2nd week of July. Someone came out according them and talked to us. Even though no one was home the day they arrived and the problem was not fixed, they were at a different location entirely. Called again to reset up an appointment. They came out did a quick fix, last a week and then was out again. Wasn't able to get some one until the day after labor day. Started working again, but only lasted a week and was out again. Someone then couldn't come out until the 2nd week of October, they did and then fixed the problem temporarily again. Come December finally we had reliable service.

During the May - August our phone was as described above. Our internet would go in and out. I work from home for part of my day because of kids, but couldn't due to internet not working. I would sign on to my work programs and would get booted off of the internet. Therefore the service was not usable for what we needed it for.

Called customer service and stated that I was not paying for the months it was not working properly. And then August-October minus that one week, it was completely out house phone and internet. They said they submitted a claim for the bill for the months that it wasn't working. But was denied did again in November and it was also denied. They are making us pay the full bill for the times we didn't even have proper service. I am good with pay November through now as it has been working consistently and not having problems. Come April when the snow is gone though it will start up again as the wire will be re exposed.

Last time I called them in regards to the bill because they are going to disconnect us unless I pay for the months we didn't have service, she stated she couldn't see the claims that were submitted until I got upset and then all of a sudden they showed up but she said they were denied with no reason listed. She said be cause it started back last May, they can't go back that far. However, I have repeatedly called in regards to the bill and issues and have not received anything in regards to it, no answers, nothing.

I erroneously overpaid my most recent bill. The amount owed was $271.24. I hit an extra key and paid $2371.24 on line. I didn't discover my error until I noticed my bank balance was very low. At that point I realized what had happened and contacted Frontier customer service. They promised to credit the overpaid amount back to my bank account in 3 to 5 days. That hasn't happened and now some 10 days later they refuse to issue the refund unless I prove that the overpayment was actually made. They refuse even though they show a credit balance on my account after crediting themselves with another payment that's not yet due.

I have been a Frontier customer for over 3 years. Last summer my services were shut off abruptly. When I called to inquire why I was told that it was due to a past due balance on an old account from 2013. When I stated that I wasn’t with Frontier in 2013 they said it was actually with a company called ***. I acknowledged that I had been with *** but that the services were extremely poor and had been disputing my bill with them. I told *** way back then that I would fight it if they attempted to collect. Frontier said they would put my case in dispute and turned my services back on. Today I was shut off yet again. I was told yet again that it is due to the $1224 they claim I owe ***. When I asked if this was even legal they said yes because they bought ***. So a company can hold my services hostage until I pay a bill that I don’t feel I owe from 7 years ago??? And they can be rude and dismissive. They offered me a settlement of $612.50. But my services will not be restored until then. I was basically told to stop asking/calling for help and was informed that I could try to take legal action but would lose. They are rude and heartless and are holding my services hostage. This is ridiculous. They never wrote/called to say I lost the dispute and that I had x amount of time before I would be shut off. I just woke up this morning to no services. I’m distraught. They have informed that they do not care if they lose me as a customer. When asked why I was even given an account 3 years ago if I owed them money they said that I fell through the cracks and that they caught it now and therefore I have to pay it. What kind of a company is this??? I’m a student. I need internet and no other cable company can get out here for at least 10 days. I’m disgusted.

The service frontier provided me was not enough for my family. So we cancelled and switched to ***.
When I called to cancel, in December, before the new January billing period began, the man I spoke with told me that I need to provide a 4 digit PIN number, or there was nothing he could do. I had no idea what my PIN was, so I guess a few 4 digit combinations I use other places. None worked. He did not tell me that I could provide my social security number or birthdate to unlock my account and proceed with the cancellation, as I later found out was an option. He told me there was nothing he could do. But that he would send me my PIN number in the mail. WEEKS went by (and to this date) I never received a letter with my PIN number. So I called back. This time, the woman I spoke with said it was no problem, she could unlock my account with my social security number to cancel. GREAT! She processed the cancelation. BUT told me I would have to pay for January (even though I wasn't using the service anymore) because I didn't cancel in December. WHICH I TRIED TO DO. But was given inaccurate information and my request was not handled. I have contact Frontier MULTIPLE times about this and they assured me they would handle it, and remove the final payment for January because of my circumstance. Yesterday I got a letter in the mail that they were going to send my failure to payment to collections. I believe I do not owe Frontier anything. I was completely willing to pay the minor cancellation fee, I think it was 9 dollars or something, but I refuse to pay for a month of service that I did not use, when I tried to cancel in time, and Frontier failed to properly handle my request with inaccurate information, and the failure to send the letter with a PIN number as promised. At this point, I've tried so hard to get this handled, that I do not believe I owe Frontier any money. Including the minor cancellation fee. This is ridiculous that a company operates on lies and deceit. I am so let down.

I switched to Frontier a couple weeks ago from a competitor, and have regretted this decision ever since day 1. In fact, I'm going back to the competitor this week. Frontier has had terrible, inconsistent DSL service that requires me to reset my modem about 10 times a day (and I am not even home during the day). Many times I can't even get the service to come back on at all so I give up and turn on my mobile hotspot. I was open to working with the company and tech support in order to make it right, and have reached out almost daily to them - but it's very clear that nothing is working. I feel very strongly that Frontier is not delivering on a product, and that I shouldn't owe any money. When talking to customer service agents recently, it was clear they were unable to budge on certain fees - one of those being the $75 technician install fee "because the technician came out." They also say I owe through the end of the billing month (3/18) and that there is no possible way for me to get credit for those weeks, even though I am not using the service. What they did give me was $22.50 credit for the days I had a trouble ticket open, and one tech said he would give me back $25.99 for part of the technician fee. But let's be clear - my bill was $130 including a $75 install fee, and I HAVE BARELY HAD WORKING INTERNET. If a window installer installed a window with a crack in it, they would make it right or I wouldn't pay, and I wouldn't be expected to pay. It doesn't matter if the installer actually came out to install the window or not - the company should make it right. In fact, I've had multiple techs tell me that the service is likely not ever going to work with my devices. On top of that, I have $9.99 that I have to pay to disconnect. Are you kidding me!? Given that I have had a faulty product the entire time, how am I responsible for payment? Why is Frontier not taking responsibility for their terrible service and waiving some of the fees? I'm not sure how Frontier gets away with this, but it's awful business practice.

I have never contacted this company for anything, but they got a hold of my cell phone number and have been calling me 4 times a day for the past month. I have answered and there was no response. I then tried to block them, but then they call me from 3 other numbers. I am not interested in services nor have I ever been.

After my monthly bill soared to over $300 in Dec 2019, I contacted Frontier, who informed me that I was no longer under contract, although they never notified me. I received a written monthly quote for a new bundle dated 12-21-19, effective 12-24-19, for $171.00. They never implemented this change, and have continued to charge me $330 per month, through my current bill. They will not refund the overcharges and have ignored my complaint filed with ***. I have been a customer since 2016, and Frontier has been an ongoing nightmare of poor service, do-nothing employees, deceptive billing, and bait-and-switch practices. This company should be shut down.

Frontier is billing me for a service that was not provided. They wrote up two tickets. One was for a bad wireless box and the other was for bad WiFi connectivity. The tech did replace my bad wireless box but was unable to resolve my WiFi connectivity. The tech did not even look at my upstairs router or wiring. I only explained what issues I was having. The tech recommended for us to have Frontier reinstall my router to downstairs. That’s was all he did. Frontier is trying to charge me $39.00 plus another $6 charge for wiring maintenance that was never provided. I will pay my bill but deduct the 45.00. I do not want this to show as an unpaid amount on my credit. I tried resolving this through their customer service department 2x and both times I was informed that was how the ticket was written and they can not change it. I will not pay for a service that was not rendered.

I was without internet service from January 7th, 2020 until February 10th, 2020. If I did have any internet, it would be for a few minutes and be out for hours and I kept calling and reporting the problem. At this time I received a disconnection notice for lack of payment because I refused to pay for service I did not receive. I kept calling requesting someone to come out, and instead of writing me a trouble ticket, she told me the reason my internet wasn’t working was because I didn’t have a high enough speed and TOLD me if I upgraded to a higher speed, the internet would be fixed. On February 10th, the frontier technician who came to fix my service said it was not a speed issue, but that it was a Frontier issue with the amount of voltage I was receiving and the internet base had me listed 2000 feet closer than I originally was. The situation was fixed and the technician told me to call customer service and have them credit my bill for the time I didn’t have service. I spoke to a man named Omar who told me if I paid the disconnection amount, I would be credited on the next billing cycle for my troubles. Today on March 3rd, I received a disconnection notice again. I spoke to two customer service agents named Latasha and Dustin, both of whom are refusing to credit my bill for being without service due to the fact of the state I live in.

Being misinformed is not my issue and all I want is the month of credit I am owed and was told I was owed initially by the technician and the original customer service agent for not having internet. I fulfilled my end of the agreement and paid the past due amount as agreed.

I cancelled my service with Frontier for phone and internet 1/3/2020. They have been continuing to Bill my and making automatic withdrawals from my account. I called and spoke to Anna account rep. On 3/3/2020. Who states they have no record of me canceling my service. Since 1/3/3020 I have been with T mobile for phone and internet. I initially told the rep I was switching because their service is too slow. “Why would I continue to pay for a slow internet connection?” She said I’m responsible for the charges for January And February. I would like assistance with rectify this matter.
Thank you ***.

I had a balance of 121. which part was past due. I paid according to what I needed to pay by their terms which was $81. I have several internet classes, and it was internet service. A t least a week later after payment had been made and showed on my checking account, on the weekend my service went out. I called technical support. They said they would need to come out and fix it, they did not say it was for a reconnect, because it should not have been disconnected. Tuesday was the first business day, and it came back on and the tech came out early. I told him it had just come on by itself. The only amount I should was left owing was for upcoming service of about $50. They charged me for a reconnect fee, and an additional amount of $25. plus a late fee as I recall. The billing was saying all sorts of stuff when I called about the problem, that I only had a bill of $65, and when I pointed out that the bill owing should have only have been $50. for upcoming service, he was saying they had given me a credit. but the $25 and the reconnect of $10, which he did acknowledge was not really addressed to my satisfaction. He was going to take off the $10 finally. But at first he was acting like I had left a past due, but that was not correct. He came up with all sorts of different figures. The total bill was $121. that included the upcoming bill. I told him to do the math and that I had the amount on my checking that showed they were paid $81 when required, that left a balance of $50. so there was no past due. He said things like they could not give a credit for a disconnect charge even when it was paid according to terms, and a week and a half to two week prior to shut off.He changed what he said as well as what was actually owed several times during the conversation. I don't know if the $10 will be credited, he said that would be, but the $25 was not explained, and as I recall there were some additional charged beyond that. My new bill came up at about $91. and my service is only suppose to be $50.

Refusal to follow-through on already promised refund for faulty line installation; barring, psychologically-deterring attitude by exec. personnel.

I can only find local, retail store locations for Frontier in my locale, Tampa, FL. I am submitting this complaint through NY in reference to what I believe is Frontier Communications' corporate office. If I am wrong, please advise as to which location I should refer, or whether is would be acceptable to refer to all Florida locations.

My first FL Attorney's General attempt resulted in my being contacted by a representative who wanted to insinuate that I was attempting to remove charges that were "valid." The work that was done on a second phone line installation was improper, and resulted in a malfunctional phone line that could not be used. Frontier wanted to charge me additional money to have a tech come out and repair the faulty work, and I declined. I asked them to go ahead and cancel the line. I also asked for a refund for the work done, as it was done incorrectly. I was told the line would be cancelled, its monthly charge pro-rated to an amount less than $9.99, and the installation fee would be refunded. [See order number.] The rep's name was Sherell. She informed me the charges would drop by the end of 5-7 business days. My bill is now due, and the charges are still there.

After being unable to secure a rep on the phone for Frontier to discuss the matter, I filed an AG complaint in order to facilitate contact. The executive representative asked me to explain the situation, then proceeded to inform me that he would look into the case and determine whether the charges could be reversed. I followed-along with this explanation, but every time I said, "Okay...," or, "Alright...," he broke conversation to accuse me of interrupting him, and told me that he had allowed me to speak, therefore he should speak also. I find this to be combatant and condescending. I was not interrupting him, but he displayed a strong, unspoken desire to keep me in the wrong. This is a psychological tactic on the part of Frontier. Additionally, he accused me of being combatant myself, and seemed to take my frustration with this situation as a personal attack. He did so after having escalated my attitude to a point susceptible to his scrutiny, in order to assert a moral superiority. He argued, then accused me of arguing. It is clear to me that Froniter wants to contact me in an attempt to shut-down my reasoning behind removing the charges for faulty installation work. He also described that the work needed to be done whether I paid Frontier to do it, or my own electrician (something that I already knew). He did not acknowledge the validity behind my assertion that Frontier's work had been faulty; he only stood behind the charges. When I asked him why he was giving me a neutral-to-negative answer, he informed me he was unaware of the details of the case, although I described those details to him at the beginning of the conversation. Please have a representative contact me who will appropriate the reversal of these charges, which has already been promised by your personnel, and please ensure they will do so in a professional manner that is not defensive. Please note that THE REVERSAL OF THE CHARGES HAS ALREADY BEEN PROMISED BY FRONTIER.

I have CC'd this complaint to the FCC, the Revdex.com, and the FL Attorney's General.

I opened an account with Frontier and was told there was no contract period. I then closed my account after over a year and an increase in my monthly payment. I went on-line the week after closing my account and my account stated zero. In early November I received a letter stating I owed frontier $38.14, I called on 11/7/19 and spoke with Jennifer and Robert at (after 25 minutes on hold) and was told that Frontier would review my case and get back to me. No one at frontier has contacted me.
I now have a bill for collections from Credit Control Corporation, in the amount of $38.14. I feel like this is a scam, they don't review anything and then try to ruin my credit and scare me into paying money that I do not owe.

Our office phones have not worked since December 2019. We have called Frontier and *** multiple times requesting repair and have indicated it may take 18 months to fix the phones. This is unacceptable since we are losing business

The *** requested a phone line for emergency alarms in the summer of 2019. It is now March 2, 2020, and we still do not have the phone line installed. The last written correspondence we received stated the installation had been rescheduled to November 21, 2019. To access the site, Frontier will need to request access through locked gates. As a small district, our office has very limited hours. So I have called the Frontier customer service line only to be told they cannot do anything as there is an outstanding order for the installation. I do not have an address where I can write, I don't have an email address for correspondence, I just receive no information.

in August 2019 I called and spoke to a Marcus at Frontier at 1 *** I was calling for new services as I was moving into my new place. Marcus sold me a package and told me as a new customer I would recieve a $250 *** gift card and one year o*** for free. It never happened. I called to follow up after a month of service and was told I needed to wait longer from a customer service rep. I then put on my calendar to call back and in January and still nothing, the rep said they would reach out to Marcus to me directly because she can see he was the rep that sold me the packager. Till this day I have not recieved my $250 gift card or my *** for one year.

RE: Mr. *** - Account # 010720-5
On 12/31/19, I received an email confirming that a technician would come over and install service at my residence on 1/7/20. That technician arrived here on 1/7/20, and spent five hours being unable to install service. He told me that my location wasn’t zoned for it. He told me to contact Frontier to cancel service. I did that immediately, even though there never was any service and no equipment was hooked up or activated. I spoke with a Frontier phone clerk named Wenford on a recorded phone line. He told me that everything had already been cancelled and there would be no bill for installation, equipment, or service. On 1/7/20, I received a disconnect email from Frontier. However, on 1/9/20, I received an email, along with subsequent mailings stating that I still have an outstanding bill of $125.08.
I have consulted with my legal counsel who researched this matter and found numerous complaints against Frontier for fraudulent activity. That said, we are willing to give Frontier 72 hours to provide me with written confirmation that there is no money due from me. If that doesn’t happen, we will be filing a lawsuit for money owed plus significant damages. We will also be subpoenaing all recorded phone calls I had with Frontier, along with contacting all social and news media outlets. In addition, if my credit score is negatively affected, additional monetary damages will be included.