Frontier Communications

Right off the bat, they lied about what services we would receive. They billed us for equipment that had been returned. When confronted about this, they said they could see that the equipment was returned and the charge should not be there. More and more time went by, and more employees told us the same thing. When we finally cancelled service because of a lack of customer service and not being able to get the service originally promised, the account was paid off except for the $200 fee for the unreturned equipment, which the employee told me wouldn’t need to be paid because they could see clearly that the equipment had been returned. They never sent a receipt of any kind for the payment, and never sent a bill stating a balance that needed to be paid. Then all of a sudden a couple months later, notice came to us from credit karma that a collections account had been added originating from Frontier Communications. I spoke with Frontier about this. They said they could see that the charge was from equipment, and that the equipment HAD been returned, but they could mot do anything about it, I need to call the collections company!! The collections company, of course, CANNOT see that it had been returned. We paid the amount in order to get it off of our credit report, but intend on filing complaints and possibly looking into a lawsuit.

I cancelled my internet, cable & telephone subscription with Frontier on September 6th 2019 in the evening hours and was told that the termination would not take effect until the next business day on September 9th 2019. I received a bill from Frontier in early October for the remaining balance of $121.04 for the 9 days of service in September. My regular monthly bill was about $187.00 monthly. I submitted a dispute in Mid October requesting to have my bill adjusted for 1/3 of the month since I was only liable for 9 days of service. I was on the phone with several representatives and it took over 90 minutes to file a simple dispute. My calculations and dispute with Frontier was to receive a bill for the accurate amount that would be somewhere in the $63.00 range. They submitted the dispute and I received several email communications saying that they were working on my dispute. I never received a final decision letter via email, mail or phone. I contacted Frontier customer service in early January when I received a new bill and I called their representative to find out the dispute decision and he stated that my account showed a zero balance and a credit was issued in early December. In early February I received a collection notice from Frontier after I had been misled that my account balance was zero. This company has made a less than ethical attempt to contact me via email, mail and/or phone. Today I spent another 90 minutes on the phone trying to get a final decision letter to my dispute and I was transferred to several representatives with no resolution to a final decision letter. I was now being told that I failed to return the equipment. I told the representative that I took pictures of all the serial numbers returned and tracking numbers. She then transferred me to another person to have the equipment credited to clear the charges. The next customer representative said that the equipment was credited and spend over thirty minutes reviewing my charges. She stated that the charges were for communication services and not equipment. I was exhausted at this point from getting passed around and I finally agreed to pay the balance and they wanted a $10.00 processing fee. I agreed to pay the balance and fees and they were unable to process the payment since the balance transferred to a collection agency. When I arrived home after the 90 plus minute run around, I received a letter from a collection agency stating that I owe $10.32 to Frontier Communications and $110.72 for Frontier Communication Equipment. This exhausting experience, has made me believe that they wear their customer out with inconsistent information and passing us from representative to representative with different explanations and unethical billing ploys. In summary they stated they do not pro-rate cable and internet services and this is why I owe the entire monthly cost of these two services.

Frontier Communications is billing us $76.48 for services that were never authorized or rendered. Frontier Communications also OWES us $26.63 due to our over payment and cancelling of their services on May 20th 2019.

Been waiting since January 1st 2020 for services that were supposed to be delivered to me over a month ago(2/14/2002) and must pay bill at end of this month for services that I have not received. they have not sent me out a router and every time I'm on the call to them about it they send me a new one,but I never received those nor a tracking number to track them. It has gotten to the point that they have still not send me anything and I must soon pay the bill on services that I have not received and they keep making the same mistake over and over and over again. That they won't do anything about it.

I have been a customer of Frontier Communications (FiOS) since the internet service was acquired by Frontier from *** in March of 2016. Overall the service has been good during this time. In Dec 2019 I contacted Frontier about a service price increase and was informed that my service rate could be adjusted from $55/mo to 43.99/mo. I was also offered an opportunity to increase my internet speed which I declined. I was extended a credit for the current month's service difference and told the change would take place during the next billing cycle. The credit showed up but not the new billing rate.
On Jan 3rd I contacted Frontier to note that the new rate was not included in my next billing. I was told that the change was "input but not submitted". I was promised that it would be credited and that the next billing cycle would show the new billing and a credit for the Jan bill.
On Feb 10th I contacted Frontier that the billing was not corrected to the new rate and I hadn't seen the Jan credit promised in the previous call. This rep noted that I was supposed to get a higher speed (I was not) but could not find the rate I was quoted. She noted that they would need to pull the prior calls to confirm the information. I was given confirmation #'s and promised that I would be contacted within 72hrs.
On Feb 14th contacted Frontier since I had received no contact and was informed that the rate I was quoted was not correct and that the rate I currently had was the best they could offer. I have spent several hours on the phone and received poor and conflicting information from multiple Frontier reps. I have no idea how a good company can operate this way. I can only now assume that everything I have heard about their poor service is true.
I am still on hold as I write this complaint. I have been on the phone for 1hr and 21min (and on hold for 50min) since I asked to speak to a supervisor about why they cannot adjust my rate as promised (on the recorded phone calls they use to improve their service).
Soon I will hang up as I can only guess that their plan is not to communicate with me.
I will change providers if necessary and contest any current billing due to the failed commitments and the exceptionally poor customer service of this company.
I would be reluctant to listen to any further promises from Frontier at this point. I would strongly encourage all others to consider carefully any use of Frontier.

Hello:
I called Frontier Communications this past Summer (approximately August 2019). I called to upgrade my cable package. The gentlemen who took my call was very excited to upgrade my package and specifically told me time and again that even though my cable package was being upgraded that I would actually save about $6 dollars per month because I would no longer be paying for premium channels (such as HBO) ala cart. I didn't care about the $6 dollar savings really -- but I was excited to get increased services for virtually the same price. It felt like a very simple transaction. I would like to note that my bill from Frontier every month ends up being about $175.
A couple of weeks go by and I receive my first bill in the mail. As it turns out - the bill did not go down $6 as was described to me. Instead the bill was well over $400.00. I almost had a stroke, but obviously it was a simple billing error. I called Frontier and the person who took my call filed a complaint and said that my account needed to be reviewed. I was assured that I would hear back from Frontier once my account had been reviewed. No timeline was given.
The resolution to this call was that my bill had been overcharged by $234.11. The associate told me to pay the amount of the bill minus $234.11.
Next month goes by and I hear nothing from Frontier. I call again and am told that the account is still being reviewed and that it can take multiple months. The associate tells me to pay my bill minus the $234.11.
As the months go on -- I try to rectify the issue with Frontier numerous times. I've called approximately 7-10 times over the past 6 months with no resolution and no one giving me a straight answer.
In one of the calls that I made to Frontier I expressed that I was nervous about having an outstanding balance on my account. I told the representative that I was nervous that I would start getting "late fees". The representative assured me that under no circumstances does Frontier charge late fees while an account is being reviewed.
Fast forward to January and I get my bill in the mail and in addition to the overcharge of $234.11 -- I am now starting to see late fees that are being added to my bill. ADDITIONALLY: that same day - I received a notice in the mail that my account was going to be cancelled. I was steamed -- and didn't have a chance to call that day. A couple of days later my service was turned off.
I called again to get my service reset and spoke to a gentlemen who I had hopes was going to help me. He seemed really on the ball and told me he was going to restore my service and put in for a credit on the bill. He told me he would take care of it and follow up with me on the following Monday once the credit had been applied. This call occurred on or about the last week in January -- and he has yet to call me.
Fast forward to present day and I received a bill in the mail that has additional late fees and charges on it -- in addition to the $234.11 that I was overcharged originally. My charges now are in the range of $300.00. Additionally -- I received another notice stating that my service would be discontinued. and that my account may impact my credit standing. I am completely at a loss.

Internet service is down and they say they can not repair it until February 20th

Frontier is having extreme customer service issues and I am at a loss as to what to do. I signed up with them the beginning of November. I was given an installation date which they did not show up for. The installation took 2 weeks longer before they got it done. I told them I would not pay for the 2 weeks where I had no use of internet. On top of that I was promised there would be no installation fee. And there wasn’t. UNtil I was trying to get them to take the 2 weeks off my bill and a young woman. I was speaking to said she had it off. But the speed we can upgrade for 10 dollars a month. So stupidly I agreed. I ask repeatedly if that was the only adjustment and she said yes. I said ok. I then reiterated that I am on a very low income disability and cannot pay anything else. So I hung up. They did their thing and all was good. Except I never got a bill For dec 2019 or Jan 2020. So the first of feb I realized I missed a bill and called them to find out my balance. 219.00!!!they added an installation fee to the upgrade, then late fees on the installation fee. Plus the 2 months at 37.99 each. I owe 76. 00 out of the 219.00. I’m stuck . And frustrated. In the meantime I spent 4 days on the phone , for a total of 3hrs plus on hold and they refused to let me speak to management despite multiple attempts asking for them.

I have been trying go online pay my monthly bill, its not working, then I can to let them but they want to charge me more, then try to charge me a service fee for work not done $80 plus my new balance of $75 when it was $55, then they hang up on me 3 times just today, even there supervisor. I will be notifing FCC.

I signed up for Internet service and took off an entire day of work waiting for a technician to come install my service. The technician finished the install and left, I immediately checked the service to make sure it was working properly and it was not. I should have been getting well over 100 MB but when I tested it I was only getting about 10. Obviously the technician did not check his work to make sure it was right. I called customer service right away they couldn’t even find my account and after sitting on the phone for a good half an hour the lady told me well you’ll just have to try back in a couple of days maybe it’ll show up in the system. Couple days later I try back same thing I said on the phone for nearly an hour while multiple employees including a supervisor tried to find my account. Eventually they found my account I told them the problem and they said they were going to send a technician out. So I take off another day of work and several days later another technician came out, this guy was pissed off because he said he shouldn’t be the one coming out to check this install it should be somebody else. He made me feel bad for calling in and the fact that he had to come out. So he basically looked at the router and then left and saying he’s gonna have to just pass it on to somebody else. So there was another day wasted. I called back in to customer service to complain and after 35 or 40 minutes of being on the phone the guy said he would send out another technician and guarantees that he’ll have his best guy on it. I called back into customer service to complain and after 35 or 40 minutes of being on the phone the guy said he would send out another technician and guarantees that he’ll have his best guy on it. Now keep in mind all of this is taking place over the course of only seven days. I asked this guy can you guarantee me that you will have it fixed because I cannot keep taking off of work and wasting an entire day waiting for you guys to fix a problem that you can’t seem to figure out. He said no I can’t guarantee that I said OK well then cancel my service and refund my money. He said OK and then he would have to file a request for a refund and I should hear from somebody in 2 to 3 weeks. After three or four weeks I haven’t heard from anybody so I called back in and I was given another run around and told that the original request didn’t get submitted so this guy was submitting another one and that I should hear back from somebody in 2 to 3 weeks. Guess what never heard from anybody so I called back in and the person I talk to I told them the story and they said that somebody should be getting back to me soon I said well I keep getting invoices for a balance and eventually this is going to go to collections he said don’t worry I’ve got it notated in the system that won’t happen. Well I have been waiting many weeks now and guess what happened yesterday? I got two collection notices in the mail. So obviously all these arrogant aes wanted to do was push me off and pushed me off until this went to collections and force me to pay it. This is not surprising though from Verizon. They have had horrible customer service for as long as I can remember. I want my $58.89 refunded back to me and I want an apology from upper level management.

On December 6, 2019, I, ***, paid in full all charges for months November and December 2019 in the amount of $***.*** to Frontier Communications. Confirmation #*** this was electronic check through my *** Credit Union. On or about 12/11/2019, I contacted Frontier Communications to disconnect phone service to ***. The women I spoke with said I would receive refund of any monies due to payment made on 12/6/2019 she also stated phone service would stop in 2-4 days..phone service ceased with in 2 days and I have never received any refund of any kind. I have received 2 bills for service for the month of February and today a letter stating my account is last due. I called Frontier today and they acknowledge payment received but tell me service was not disconnected until 1/6/2019 and I owe partial bill for February. Apparently, if customer ends service during billing cycle as I did, they are still responsible for while month..I was not aware of that billing practice. Even if that is legal and exceptable, I paid for the month of January in full on 12/6/2019. Have not had phone service to my home since approximately 12/9/2019. I do not owe Frontier a dime and would appreciate any help or direction to clear up this matter. Regards

Frontier messed up installation on our new service three times. Install was free with two year contract but because they put a service order in three times they said they would need to charge a 75 install fee. I of course argued due to the fact they had made the mistakes regarding installation and was told the install fee would be waived and credited to my account. This didn’t happen. Now they are saying they are unable to credit.

I was offered a gift card when I signed up, and I've yet to receive it, as promised from the company. Additionally, I'm being charged $10 per month for a router rental, however, I'm not renting a router from this company, and shouldn't be charged any sort of rental fee.

I cancelled my services w/Frontier Communications on 17 Jan 2020 and received a reference # (721565071). However on 12 Feb 2020, I received a bill for internet services for the month of Feb. -I contacted CS and was notified that my original cancellation request was never processed. Another disconnection request was processed (#***) on 12 Feb 2020. I was told that the transaction would be backdated to the original disconnection request of 17 Jan 2020.
-13 Feb 2020 I received an email from Frontier Communications saying that my cancellation request would be processed effective 2 Mar 2020! I contacted Frontier CS and found out that once again there was no record of 12 Feb 2020 disconnection request.
-I was told at that time that my request could not be processed back to the original disconnection request of 17 Jan 2020. I was also told that I would receive a bill for all services up to 2 Mar 2020.

I called Frontier in January to get installation of service the following week. An appointment was setup. I called the morning of the appointment to confirm since I did not get a phone call from a technician as promised. The representative confirmed the appointment between 9:00-12:00. At 12:45, I called back to see what the hold up was. I was told that the previous tenant at my rental house did not cancel their service so I was not going to be able to get service until that was cleared up. I asked what I could do and was told to send an email with my lease showing my possession of the property. I did that. After a few days, I called back to check on the status of my service. They told me that the matter was still unresolved. I reached out to my landlord who found the previous tenant and had them call into Frontier to cancel. I called back to Frontier to setup an installation date. The installation date came and went without a call or text from the technician. I called Frontier again and they said the last representative had put in my number incorrectly and that is why I was not contacted. I asked if I could waive the install fee due to the amount of issues I had and Frontier's lack of communication. The representative agreed. Finally, 3 weeks after ordering the service, the technician arrived and set it up. Upon receiving my first bill, I was surprised to see the install fee attached. I called Frontier and was told that they cannot waive any installation fees nor could they discount my service. I am very upset with the uncooperative, unprofessional customer service.

Frontier has charged me $41.27 more on my February 2020 bill than my Jan. 2020 bill which was $64.29. They claim that I called them in Jan. 2019 and agreed to have the discount my bill going forward. They will not provide their recorded call without a subpoena. The real reason which was told to me is that I decided to use Spectrum and "ported" my phone number on Feb.5, 2020. They also indicated that I will receive an additional bill with a penalty charge for "porting" the number. This appears punitive and illegal.

July 1, 2020 an agent Madison talked me into upgrading my service to 50/50 Fios and told me with my caregiver present (on speaker) that mybill would be $29.99 monthly for a year. I confirmed that with him several times as I was living on $731.00 SSI. I was told after a year it would go up to regular price and if that was too high for me I could switch back to the lower 30/30. It did not stay at $29.99.

I had to call on 9-2-19 at 11:25 am and spoke to Shanelle because a late fee had wrongly been applied to my account. I gave her my confirmation number and proved that my account was paid right away on the 1st and was not late. She reversed that.

I had to call again on 11-4-19 at 5:55 pm, I spoke to Melissa, because my bill was up to $44.99 and after telling her about July 1st and the $29.99 she gave me a credit to take it down to $34.99 but that was all she could do.

I called again on Feb 6, 2020 as my bill was now $44.99. The call took place at 4:45 pm and I spoke to Delana. My caregiver again was here. Delana said If she bundled me it would only get my bill down to $43. Something I didn't write down the change. And I would be on a year contract. I replied I'm not worried about the contract, I've been with you for years and years (Since you bought out GTE or Verizon which ever company I used to have) I'm concerned with the amount, I live on $740.00 SSI. I can't afford this. I asked about lowering to the 30/30 and she said it would still be about $43. something a month.

Ironically, She said there were no notes about the July 1st call but she could put in a request to have it listened to for that information and I would hear from someone in 2 to 3 days. I said please do. She then gave me a confirmation #S75581621. I never heard from anyone as of this writing 2-13-2020 5:18 pm.

I asked her what I needed to do if I decided to cancel. She said I could cancel through the 13th but after that I'd be billed for another month, she told me Frontier doesn't pro-rate. I have a paper here that I wrote down all that information plus a caregiver also that was here. She wasn't giving me many options. With my health and just this last week getting 2 new prescriptions I have to cover on goodrx now I had to decide to shut it off.

On 2-13-2020 My alarm went off and I called to cancel my service with Frontier. I called at 4:45 pm and spoke to Sirron. She said I was going to be billed for another month because my billing cycle began today the 13th and Frontier doesn't pro-rate. I explained that Delana had told me I could do it on the 13th, that it's written down and circled and I put an alarm on my phone otherwise I'd have done it on the 12th. I'm disabled I'm home everyday all day. I asked if I could speak to a supervisor and she said it wouldn't do any good. I said there isn't anyone I could speak to? She said you could file a dispute but it won't go anywhere because your account has to be open. I said so your telling me that there is no one I can speak to? She said you can speak to the office of the president but I can't give you that information.

Sirron said I should disconnect the 12th of next month. I said no, I can't afford this. I'm sticking to what I was told. I'm going to fight it. Please cancel it. She was writing up an order to have it cancelled at midnight. When I got off the phone at 4:46 pm my internet was already disconnected.

I do not own a computer. I had the internet so my phone, life alert button and my tv would work. I have 2 more prescriptions I have to pay for now and every month can not afford their rates.

Please help me get out of being charged for service I'm not getting.

I have been trying to get services installed at my home for OVER a year now. Every time I call I sit on the phone for almost 45 minutes and get no answers. Several times frontier has scheduled appointments to come to my home only to not show up or even provide a courtesy call to tell me they aren’t coming. They were supposed to come today (for about the 10th time) and never showed up and never called. I have to take vacation time off at work to be home for these appointments!! When I try calling the contact I have at *** they don’t answer the phone or return my call. Unfortunately they are the only service provider in my area, besides satellite internet. For the life of me I have no idea how a company like this stays in business with it’s absolutely atrocious customer service.

I was quite unhappy with my television service from FIOS so I switched to another company. I have a contract with Frontier and so I cannot completely get rid of my services, which I completely understand and am not upset about. I also wish to keep my internet service anyway because they are the only high speed internet in the area. I returned all of my set-top boxes to decrease my bill by about $100 per month. This was done at the request of Frontier to limit my bill for a product I am no longer using. I returned it on November 23, 2019. I am still being billed for these boxes. Apparently (after 20-25 minutes of waiting on the phone for them to figure out what occurred) someone on their end did not scan in all of the returned boxes so they continued to bill me for all of them. No one made an effort to contact me, nor did they remove any of the boxes from my bill. I requested a refund or even just a bill credit for the incorrect billing. Again, this was their admitted mistake and problem. I was informed that it would have to go through a dispute process which could take up to 90 days just to contact me. I requested to speak to a supervisor (Lonnie) who told me the exact same answer. It is unacceptable to me that a company should admit to making a significant billing mistake, and not provide me with a refund. I have not paid over $200 extra for their incorrect billing, and my newest bill will cost another $100 extra unless they are able to make it through a dispute process (which again I was told could take up to 90 days). I feel that other people should know about the terrible customer service this company offers.

Do not sign up with frontier. I signed up at a *** with someone and now I am being charged almost $500 dollars for using them for a little less than 2 months. I signed up around the 5th of October 2019 and did not get service until October 31st 2019. They came out to the house and "hooked it up" in early October and then to my surprise I was shut off about 3 weeks later. Come to find out they had left all the equipment on in the other persons name before me. But now they are charging me for the whole month of October and I switched providers December 26th 2019. And I am still being charged. When I called them I had talked to one guy who said they would credit me for October but imagine my surprise when I get a bill and they didn't do it. I called back about 4 times more and on the last time I talked to them they said they were refusing to give me credit for the 3 weeks in October and now I get a bill today saying they are still charging me even though I disconnected at the end of December. FYI they also charged the other person for October and he paid it off so they are just greedy and have crappy customer service! You need less than one star!