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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Ordered internet service from frontier. Was told free installation and no extra charges other than my normal monthly fee. After receiving the first bill after installation, I was charged a 40.$ installation fee and a 9.99$ equipment delivery fee. After I was told free installation and no charges other than my normal monthly fee. I contacted frontier on 1/4/2020 and was told they are valid charges I would have to pay even though I was told free installation and no additional charges.
Frontier has investigated the above statements and offers the following response:
· Frontier advises on December 2, 2019 Mr. placed an order to add internet to his existing telephone services for $44.99 a month before taxes, surcharges and equipment fees.
· Due to agent error Mr. was not advised of the technician fee and one time deliver fee of the router.
· Frontier has issued appropriate credit to the account for the incurred fees.
· Frontier spoke with Mr. on January 10, 2020 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
I reported poor internet connection on Dec 26. Schedules tech appointment on Jan 1 that was canceled by company on Dec 31 called request supervisor was to get call back never happened. Reschedule appointment for Jan 4 tech didn’t show I confirmed on Jan 3 and at 9 am on Jan 4. Had to call again to have this product shipped to me so I can fix it. Still horrible internet and I pay full price
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that she has been experiencing intermittent speed and connectivity issues with her Frontier Internet service.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and Wi-Fi network interference. Customer speeds may vary over time.
· Frontier also advises that the available Internet speed depends on the distance from Frontier’s closest facilities. Ms.’s location is over (16000 feet) from the nearest Frontier facilities. Due to this distance, the fastest Internet speed that Frontier can provide at this location is [1] Mbps at this time.
· Frontier advises that a second connect was offered to Ms. which will be an additional Internet service at the speed of 1 Mbps. This is being installed on January 24, 2020.
· Frontier advises that Ms. is aware of all of the above.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Tami L Department: Customer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
today is Jan 24 at 1235pm. I have spoken with Tammy 2 times at Frontier already today. The Technician has failed to appear within the agreed-upon original time of 8 AM to 12 PM. At 11 AM this morning I called Tammy to find out where the technician was sent at 9:01 AM I received a text message stating he would be here between 8 AM and 10 PM. Again at 12:10 pm I called and Tammy return my phone call 20 minutes after to tell me that the technician was still on the first job and it would be at least an hour before he could call me and let me know what was going on. At which time I was informed they were waving a $75 installation fee which I was not informed about. ThisIs not good service it has been since December 26 and I am still waiting on service to be installed in my home this is not resolved. I confirmed this appointment by text at least twice. My husband now has to take the day off work because I scheduled medical appointments this afternoon and can’t wait for the technician to show up. I’m planning on calling you and discussing this matter. I have reached out to the local congressman in my area and considering notifying the FCC of the business practices that are going on. Please advise your next step.
Tell us why here...Frontier CommunicationsThank you for referring the rebuttal
of Melissa
*** to our office for review. We appreciate Ms.
bringing this matter to our attention.The Rebuttal states that:Ms.
*** advises that the technician for the installation of services did not
show at the time of the appointment that was scheduled. Ms.
*** advises that there will be a $75.00 installation fee that was going
to be waived that she was not aware of.Frontier has investigated the above
statements and offers the following response:Frontier advises that Ms. was advised by Frontier that she would have an approximate scheduled appointment between 8am through 12noon on January 24, 2020. Frontier sent a text to the customer that the appointment would be between 10am through 12noon. Frontier did not meet that appointment. The technician completed the installation on January 24, 2020.Frontier apologizes to Ms. for any inconvenience this has called her. Frontier issued a credit of $75.00 for the installation fee that was advised would be waived. A courtesy credit of $50.00 was also applied to Ms.’s account due to the missed appointment. Frontier called Ms. today and left her a message with the information above and our contact information in case she needs anything further. 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 matt
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 internet is out more than it works and trying to jump through hoops to get a tech sent to repair it is like pulling teeth. Last time my internet was out it took over a week to get a tech to come out. Now it is out again and I'm considering just cancelling my service completely because I don't want to deal with the headache that is Frontier.
September 9 2019 I took off work a half a day so they could install Internet. They said they would be here between 1 and 5 PM, at 3 PM I called them and they said they have until five to show up . Shortly before five they called me and said they were delayed and would not be here. They wanted to reschedule for the 10th between one and five so I had to miss a half a days work again . I called them at 2 PM they reassured me they would be here before 5 PM . I called them at 3 o’clock because they had not showed up they reassured me they would be here .
A little before 5 PM they called me again and said they were not going to make it. They wanted to reschedule it for the 11th between one and 5 PM I said why should I take off work again if you haven’t showed up the last two days They reassured me I would be priority on their list since they missed me they set it up again between one and five They called me a little before five and said they were not going to make it again they wanted to reschedule for the following Monday I said no I do not want their business If this is how they work I don’t want anything to do with frontier communications . A month later I received a bill for $58.98 . I called them and said I was not paying this bill because they never showed up to hook me up I do not have any frontier business . A month later I received another bill for $116.96. Again I called frontier and informed them I was not paying this and I Wanted them to get this fixed so I did not hurt my credit he said he wipe the slate clean and gave me a confirmation number let me of *** and told me that it could take up to 90 days to get this cleared up if I kept receiving bills to throw them away they would not matter then a month later I received another bill for $141.44 . I came home yesterday to receive a letter out of my mailbox from credit collection services saying I owe frontier communications $161.09 I called the call center number and told them I was not paying this because they never showed up at I explained the entire situation to them And told them frontier owes me not me owing them I told them they would be hearing from my lawyer and I was going to sue them for harassment and they are going to pay me for my three days I had to takeoff work I checked frontiers website one last time this morning and decided I was going to go talk to them face-to-face the website said they were open from 9 AM to 7 PM today in Sullivan Illinois I drive over one hour to get there and they were closed I called the number on the office door it was ***. And told them I was trying to get this resolved one last time face-to-face before going to a lawyer . They gave me another one 800 number for the collection agency *** she suggested that I go ahead and call this number which was the main number for the collection agency so I did they told me that when I called the day before that they had forwarded it to frontiers main office and said that it needed to get resolved when I called this new number today she told me that she would magnify it again and send it on to management to try to get it resolved before it goes to court I am going to get a consultation with my lawyer on Monday to see what they suggest I do because I am not paying for services that I never received
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our attention.
The complaint states that:
Ms. is disputing the bill for Frontier services.
Ms. advises that Frontier missed her appointment on 3 different days to install service so she cancelled her order.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. placed an order for Simply Broadband service on August 27, 2019. Unfortunately, Frontier did miss the established appointments for installation.
Ms. advised the Frontier technician that she would like her order cancelled however, the order had been sent to billing, generating charges for Ms..
An order was placed to cancel Ms.’s account on October 19, 2019.
Frontier has credited the account in full and Ms. has a zero balance.
Frontier spoke with Ms. on January 9, 2020 and advised of the above. Ms. has been provided with direct contact information should she have any further questions or concerns.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Sarah H Department: Consumer Relations
I have contracted with Frontier Communications as a voice and internet service provider. The so called service that I have received does not reflect the amount for which I am billed. I pay a monthly bill for a service that is rarely provided. Voice service is degraded with static and humming to the point of making it unusable. The internet is so inconsistent it is practically worthless. I pay for the fastest speed and receive only 2.8 mbps which isn’t good but would otherwise be fine if it was somewhat consistent. It’s sad that I pay $25 a month for WiFi in my car and I can get 6 mbps. I have consistently tried to get my service repaired. I receive a ticket number and am insured that a tech will contact me when it is fixed only to have it closed without being repaired. In all fairness , as bad as my service is the tech probably can’t reach me.
Frontier has investigated the above statements and offers the following response:
· Frontier received report of services issues on December 17, 2019 and dispatched a technician whom restored services on December 18, 2019
· Frontier received a subsequent report of service issues on December 29, 2019 and dispatched a technician on January 1, 2020; a subsequent report was received January 4, 2020 and dispatched a technician January 7, 2020 whom isolated and restored faulty drop.
· Frontier has issued credit for the appropriate time out of service to Mr.’s account.
· Frontier spoke with Mr. on January 8, 2020 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** A *** has experienced as a result of the above matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
When speaking to the customer representative for frontier Communications, Who informed me that my service had been repaired, I had to relay to her a number of times that she had to speak up because my service was like talking into a can. She did speak up and informed me that they would refund me 70 dollars because they could see that my internet had been out a number of times. I asked what could be done about my poor phone service and I was informed that getting lines replaced was a huge process and that even if it was brought to the executive level there was still no guarantee that anything would be done. She informed me that basically all they have to do is provide me with a dial tone and then their end of the contract for service is complete. I use my phone for business as I am a contractor. It makes it really difficult to speak to customers on my home phone. I have had to resort to returning calls via text. This is completely unexceptionable.
Regards
Frontier has investigated the above statements and offers the following response:
· Frontier received report of services issues on December 17, 2019 and dispatched a technician whom restored services on December 18, 2019
· Frontier received a subsequent report of service issues on December 29, 2019 and dispatched a technician on January 1, 2020; a subsequent report was received January 4, 2020 and dispatched a technician January 7, 2020 whom isolated and restored faulty drop.
· Frontier has issued credit for the appropriate time out of service to Mr.’s account.
· Frontier spoke with Mr. on January 8, 2020 and advised of the above.
· Frontier’s position on this matter has not changed.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** A *** has experienced as a result of the above matter.
We cancelled both phone services with Frontier Communications about 4 months ago and they continued to bill us for services. We have contacted them four times in an effort to resolve this and were assured it would be corrected. They have now turned it over to collections, thereby damaging our credit.
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:
Frontier advises that due to an order entry error, Mr.’s phone lines were not disconnected correctly.
Frontier advises that the error has been corrected and an adjustment has been issued on the account to cover final bill charges. The account has a zero balance and Frontier has advised the collection agency.
Frontier spoke to Mr. on January 7, 2020 and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
My wife and I requested numerous times for a specific channel on their cable line up before we asked to change our previous cable provider. Two of their representatives said that it was on the line up and they did carry it. They installed the cable, I checked that evening for the channel and it was it not there. I immediately called to resolve this issue. They basically LIED to me to sell us a cable package and told me that I would have to pay for the month even though I had spoken to someone letting them that I was switching back to our old provider as soon as we could get an appointment. I just don,t understand how these big companies lie to consumers and feel they can get away with it , they act like we have no recourse. I just want for some one to do the right thing.
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 that Frontier has changed the FiOS TV Channel lineup, removing the BeIN Sports channel.
Ms. advises that Frontier fraudulently did not disclose that the BeIN Sports channel was not available when she signed up for services and was told the channel would be available.
Frontier has investigated the above statements and offers the following response:
Frontier contracts with various programmers to offer content to our TV service customers. These contracts periodically expire or are terminated. Frontier negotiates in good faith to reach new agreements with program providers in order to offer our customers a rich TV experience. Generally, these contracts are re-negotiated or extended with no change to or interruption of service. Sometimes, however, there are changes to channel line-ups and to the content of programming packages.
Per Frontier’s Terms of Service programming can change at any time.
Frontier apologizes to Ms. for her customer service experience. Frontier is working on opportunities to alleviate customer frustration related to customer support and technical service.
Frontier advises Ms. has terminated her Frontier account on January 7, 2020. Frontier advises a credit adjustment was applied to Ms.’s account. Please allow 1 to 2 bill cycles for the credit.
Frontier will follow up on the February 1, 2020 bill statement for additional credit adjustments with prorated credits to apply for a total final bill due of $65.00.
Frontier spoke to Mr. on January 8, 2020 and provided direct contact information via email.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Forget about trying to get any service expect to be on the phone for HOURS and no results. I've been over charged had my 2 year contract thrown out and charged almost 3 times the promotional price and gotten no closer to satisfactory results
I was told that my balance on my account in October 2019 was $0 after being credited for the lack of service for about a month and terrible customer service. I was told I would receive a paper bill in the mail for the amount of 9.99 and then I did not receive one until December 9th. This bill was for 23.53 after being transferred over and over again the 5th person told me that frontier sent me to collection on Christmas December 25th for nonpayment. I said I would pay the bill right now if they fixed the amount. They told me that they would not and could not because of collections. I have always had issues with this company and now I am so glad I left since they were unwilling to help.
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 the charges are valid and correct.
Frontier advises that the charges cover a $9.99 broadband disconnect fee plus a $9.00 late fee plus taxes and fees.
Frontier attempted to contact Ms. to advise of this information but was unsuccessful. Frontier left messages and sent an email with 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.
I moved into a new house on October of 2016. At that time I called and cancelled my service with Frontier Communications at my existing address (old) ***, account # *** and started a new line at my new address ***,account # *** with Frontier Communications. I added internet only at my new location. I was enrolled in autopay and would receive bills via mail. I cancelled my service on Sept 2 2019 for internet. Upon doing so, I cancelled my autopay. By doing that, I noticed Frontier was still deducting $99.95 from my account every month. I have just now discovered that Frontier never cancelled my original account at the *** address and I was paying for since 9-2016.
In addition to this, because I cancelled Frontier is charging me with late fees and additional months for the cancelled address in ***.
I tried several times to resolve with Frontier customer service, but they can not help me because I do not have a PIN number that they designate on their invoices. I can not gain access to this PIN number because if I try to get online to the account, it brings me to my account in ***, I have no access.
• Frontier advises that the customer subscribed to service at *** (). On July 22, 2016, he initiated new service at *** (). Frontier records show no request to disconnect the *** service at that time. At that point, the customer had two active accounts, one in *** (with a *** billing address) and one in *** (with an *** billing address).
• On October 24, 2016, the customer contacted Frontier to change the billing address for the *** location () to the *** address. After October 2016, the customer had two accounts for service with two different physical service locations but the same billing address and was receiving bills for both service locations.
• Frontier Terms of Service also advise that it is the customer’s responsibility to review their bill and notify Frontier in 30 days of any discrepancies.
• Frontier Terms of Service also advise a customer has 90 days to challenge billing charges or the bill will not be subject to further challenge.
• Frontier advises that account was connected July 22, 2016 and discontinued September 3, 2019.
• Frontier advises account was discontinued on January 2, 2020.
• Frontier confirmed that the last payment received on account was on July 29, 2019 in the amount of $63.99.
• Frontier determined that the September statement in the amount of $83.69 included charges from August 4, 2019 through September 3, 2019 as well as a late fee and a broadband disconnect fee.
• Frontier must respectfully decline Mr.’s request to credit his accounts.
Frontier committed fraud, I signed up for services in February 2019 with promotion ending 01/31/2021 for service 59.99 triple play months later without informing they started charging 100.99. Frontier also installed the wrong wifi router that is not supported my services. When brought all this to their attention and asked for reimbursement company simply evade their mistake and refuse reimbursement and correcting the problem saying that they have a policy of being able to only come back three months and then hung up the phone
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. is disputing her bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the correct price for the package that Ms. currently subscribes to is $59.99 plus equipment and service fees, and taxes and surcharges.
Frontier advises that Ms.’s television package was changed on November 4, 2019 without disclosing the price change.
Frontier applied a credit adjustment for the difference in the package price and the duplicate router fees. Please allow 1-2 bill cycles for the credit.
Frontier advises that the equipment and service fees and taxes and surcharges are not guaranteed and are subject to change at any time.
Frontier attempted to speak to Ms. but was unsuccessful. Frontier communicated the above information and provided direct contact information via email.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
my service of internet has been dissconnectes 4 times ,they say due to non payment,I have paid a disconnect fee of 75$ 3 times..my internetvwas only suppost to be 56$ a month plus tax and has been 72..they have lost 2 of my payment and only found 1 but in the process of the 2 lost payment I had to pay the reconnect fee which is not my fault..I have proof of all payment made.now they sent my bill to collections and I have been charged 285.for service that I have not had since November. I have sent in noterized proof of my payment from the bank and they are telling me they never recieved it..I have tried resolving this issue via phone and have been disconneted multiple times.u have also explaied how disatisfies I am with how they have handled this..I cant get through to anyone. I feel as if I have done everything I can to do so..I should not be pay ik ng fees for services because they are unable to locate a payment that I have proof of paying and for services that I know longer have that they are still billing me for.
Frontier Communications
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:
*** L. *** states my service of internet has been disconnects 4 times, they say due to nonpayment, I have paid a disconnect fee of 75$ 3 times. My internet was only supposed to be 56$ a month plus tax and has been 72. they have lost 2 of my payment and only found 1 but in the process of the 2 lost payment I had to pay the reconnect fee which is not my fault. I have proof of all payment made. Now they sent my bill to collections and I have been charged 285.for service that I have not had since November. I have sent in notarized proof of my payment from the bank and they are telling me they never received if. I have tried resolving this issue via phone and have been disconnected multiple times’ have also explained how dissatisfies I am with how they have handled this. I can’t get through to anyone. I feel as if I have done everything I can to do so. I should not be paying fees for services because they are unable to locate a payment that I have proof of paying and for services that I know longer have that they are still billing me for. Frontier has investigated the above statements and offers the following response:
Frontier submitted a trouble ticket on 12/15/19 and a technician went to the location on 01/07/20. Frontier advises that a cable was cut in a manhole and it had to be repaired. Frontier advises that currently the service is working properly. Frontier has issued a credit for the time out of service in the amount of $56.17. Frontier advises that the credit will be on the next billing cycle. Frontier has spoken with Ms. Kure and advised of the above information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** L. *** may have experienced as a result of the above matter.
Frontier Specialist: Brenda B Department: Consumer Relations
Upon moving out of a residence over 1 year ago, I discontinued Frontier Internet Service. Frontier has acknowledged that their representative made a mistake and did not input the stop order correctly, hence resulting in continued billing. I have spent over 10 hours on the phone via 9 separate calls with Frontier representatives trying to resolve this issue. I have been told on each call that the billing will be revised...along with multiple excuses as to why the system won't allow immediate credit. The excuses range from "the system needs 24 hrs", "the system won't credit any amount over $100", "the system needs management approval for credit". Regardless, Frontier has assured me that the credits will take place and It simply won't happen. I continued to call back and expressed concern for Frontiers inept business practices highlighting my concern that the fools would push the bill to collections ... WHICH THEY DID. Now I am being told that they can't refund past 3 months so I'm out of luck. Frontier will take ZERO accountability for their acknowledged error in processing a stop order over 1year ago. The customer care associates and management are simply among the worst I have experienced and can't be bothered to focus on the detailed notes form past conversations .... instead just taking a defensive position. It's astonishing that they are willing to spend roughly hundreds of dollars worth of employee time in order to stand their ground on a $130 bill!
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
*** states that he called to disconnect his account on 02/01/19 and it was not disconnected until 05/06/19. He needs the billing corrected.
Frontier has investigated the above statements and offers the following response: Frontier advises that the account was disconnected on 05/06/19.
Frontier advises that per the notations on the account it should have been disconnected on 02/01/19 as Mr. requested.
Frontier advises that the account balance has been removed and it is at a $0.00 balance at this time.
Frontier has attempted to contact Mr. by phone, voicemail and email with not response.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
Frontier Specialist: Brenda B Department: Consumer Relations
I have issues with the fraudulent charges that frontier Communications is doing to me and I’m sure to countless other consumers. They will not disconnect service on 1/2/20 when requested by me for their “service” that doesn’t work but they tell me that I have to keep paying for service that I am not getting. We have already started to getting working service from spectrum on 12/27/19. I’m sure that I would not be able to charge for services or goods that I’m not providing
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 contacted Frontier on January 2, 2020 to request to have the services disconnected.
• Ms. states that she feels the billing should stop on January 2, 2020.
Frontier has investigated the above statements and offers the following response:
• Frontier advises that Ms. has pre-paid for her services and is eligible to continue receiving service through the end of her billing cycle. Ms. can always stop the disconnection if she changes her mind.
• The final billing process is outlined within Frontier’s Terms of Service that can be found at frontier.com/terms/.
• Frontier updated the Terms of Service and notice of this change was printed on Ms.’s June 16, 2017 statement. All Frontier customer were given 30 days to opt out of the new Terms of Service.
We regret any inconvenience that *** may have experienced as a result of the above matter.
I had no internet of phone service on 10/20/1019. We had a storm and it knocked out my service. I waited a 4 days before calling in because I thought service was out temporarily. On 11/3/2019 I called frontier about my issue and they determined that my modem was bad and they sent a new one in the mail. I installed the modem and my service still did not work. I then called them again and they said they would have to send out a repair person to fix the problem and they couldnt get there till like the 15th of november. I made the appointment and they never showed up that week at all, it wasnt untill the week later that they finally showed up to fix the internet. that was like the 21 st of november. by then I was out of service for almost a month. I called them to get credit on my bill for the time I was out of service. I had a hard time geting them to agree to giving me credit. finally they said they would approve me vredit of $76.38 and got a ticket number of #***. the next billing cycle, I never received my credit. I called back again and they said they denied my credit and wasnt going to receive it.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
*** service was knocked out due to a storm on 10/20/19 and was not repaired until 11/21/19 due to missed appointments and delays.
Frontier sent a modem to correct the issue and it did not. Frontier technician arrived and was unable to complete work which delayed the repair further.
Frontier has investigated the above statements and offers the following response:
Frontier technician arrived on 10/23/19 and found a corrosion in the connections and ports then replaced wires.
Frontier has issued credit for time out of service from 10/2/19 – 11/1/20 in the amount of $76.80
As stated in Frontier’s terms and conditions, Frontier will not be liable for any inconvenience, loss, liability or damage resulting from any preemption, loss, expiration, termination or discontinuation of or interruption of service. We trust that this information will assist you in closing this complaint. We regret any inconvenience that may have experienced as a result of the above matter.
I was charged $53.98 on January 2,2020 when I canceled my internet service 2 weeks ago. I asked for a refund because my service should have ended and I was denied that and a supervisor. I also was told by frontier I’d get a partial refund for December when I called on December 20. I’m currently getting refused service, refunds and getting hung up on.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
· *** was charged $53.98 on 1/2/20 after canceling internet service two weeks ago. After asking for a refund it was denied.
· Frontier informed that *** would get a partial refund.
Frontier has investigated the above statements and offers the following response:
· Frontier has reviewed the account and found a credit was applied for $27.78 on 12/21/19 as a courtesy.
· Frontier terms of service indicate that the internet is not a prorated service upon cancelation and is billed through the end the current cycle. Terms of service are available at Frontier.com
· Frontier has spoken with *** on 1/3/20 and went over the above information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that may have experienced as a result of the above matter.
I was told we would have 625 mps when we signed up for Frontier Internet and that we could do self install (plug the router into phone jack). We received a call the day of activation that an installer was coming out. Once service started we could not use *** or our tablets, kept buffering. I called and was told we only had 6mps. I was told for $15.95 extra we could double the speed. I cancelled service right away and filed a dispute with them. 4 phone. Calls later (a different answer each time) I was told the dispute was denied. My dispute stated I was given incorrect product information. The last call yesterday, I asked to speak with a Supervisor and was on hold over an hour at which time they hung up or disconnected the call without getting me to a Supervisor.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our attention.
The Complaint states that:
Ms. is disputing her bill for services from Frontier. Frontier has investigated the above statements and offers the following response:
A Frontier representative issued a credit to Ms.’s account in the amount of $75.04 on January 3, 2020 for one month of service.
Frontier records indicate that a refund was processed on Ms.’s account on January 6, 2020 in the amount of $75.04. Ms. will receive the refund in ten to fourteen business days.
A Frontier representative spoke with Ms. on January 6, 2020 to advise.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Linda Department: Consumer Relations
frontier billed me 224.46 for unreturned equipment called 5 times said would send a box never got a box now has been sent to collections when I call now they say my account is closed cannot help me it seems crazy just want to give back equipment back and clear account thank you
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
• Mr. states that Frontier has billed him for equipment that he is attempting to return
• Mr. states that he has contacted Frontier numerous time and requested return but has never received the boxes to return the equipment.
• Mr. is requesting that Frontier send the return boxes and correct the account billing.
Frontier has investigated the above statements and offers the following response:
Frontier sent return boxes with pre-printed return labels. The package was shipped via UPS and delivery of the package was confirmed delivered on January 6, 2020. Frontier spoke with Mr. on January 4, 2020 to advise of the arrival date of the return mailer package. Frontier records show that Frontier received the returned equipment on January 10, 2020. Frontier has issued all needed credits for the billed, unreturned equipment. Mr.’s account now reflects a zero-balance due. Frontier advises that Mr.’s account has been recalled from the outside collection agency it was placed with. Frontier attempted to reach Mr. by phone and email to advise of the above but was unsuccessful. Frontier left messages for Mr. that included direct contact information. We regret any inconvenience that *** may have experienced as a result of the above matter.
I had previously had service with frontier and *** network combined, I called both *** and frontier to stop service on my *** account back in june of 2019 and frontier keeps billing me for my *** account to which they disconnected me. I also complained that the service to which I was receiving was very poor to which nothing has been fixed. I dont think they should sell people services to which they dont want to fix
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 cancelled his *** Network TV service in June 2019, but Frontier continued billing him for the service. Mr. advises that he would like Frontier to issue a credit to his account for having been billed for service that had already been cancelled.
Frontier has investigated the above statements and offers the following response:
Frontier advises that after they consulted with *** Network, it was confirmed that Mr. did speak with a *** agent at the end of June 2019 to inquire about cancelling their TV service. However, for the purpose of retaining him as a customer, the *** agent informed him that a channel comparison guide was being sent to him, which would allow him the opportunity to determine if there was a better TV package. Frontier advise that the actual cancellation request was received by *** on August 29, 2019. The *** credit is reflected on his September 28, 2019 statement. The cancellation of his Frontier internet and home phone service was effective October 16, 2019, and the credit is showing on his November 28, 2019 statement. Frontier advises that a courtesy credit has also been issued to Mr.’s account. He paid his bill in full on January 3, 2020, and he currently has a credit balance in the amount of $45.70 that will be refunded to him. Frontier initially spoke with Mr. on January 3, 2020. Frontier made multiple attempts at contacting Mr. via phone and email in between January 8, 2020 and January 10, 2020 to advise him of his credit balance. Frontier has not yet received a response from the customer. 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 have closed my account with Frontier and had paid fully for the last month. My account was closed a few day earlier that my billing cycle so I would not owe any money to Frontier. In fact, if anything, they would owe me for the days that I had no service. They billed me for $40 without any explanation. I called their customer service and the representative assured me that she corrected the account and I owed zero (0) amount as of that date. A few weeks alter I receive a call from a collection agency claiming I owed $40! This company has been overcharging me left and right throughout the years I had account with them. I have been constantly fighting with them until I was fed up and closed my account.
Customer Name: Homa ***Complaint No.: 1462105Frontier Communications has received notification of a
complaint from the above individual. According to the complaint:Homa *** advises he disputes the final balance of $40. Frontier has investigated the above statements and offers
the following response:Mr.’s account was disconnected on
October 22, 2019. The closing bill generated with a final balance of
$40.03 for promotional and disconnect fees. On January 15, 2020, Frontier applied credit totaling $40.03 for the fees, which cleared the balance on the account. Frontier also advised the outside collection agency of the credit and requested any negative credit reporting be deleted. Frontier attempted to reach Mr. to advise of the above information. Voice mail messages were left which provided a direct contact should he have concerns. We trust this information will assist you in closing this
complaint and apologize for any inconvenience the customer experienced as a result
of the above concerns. Sandra P. Frontier Executive Relations