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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Frontier Communications internet service is not working. It cuts out multiple times a day for long periods of time. We are trying to run a business. We have tried multiple attempts contacting their technicians for assistance. They have not helped. One technician tried to say we had too much WIFI connected. We had 1 Laptop and 1 cell phone. Many times you try to call tech support you wait for long periods then are either hung up on, or there is just silence on the other end.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr.
*** states that their internet service is not working and cannot get any
assistance in getting it repaired.Frontier has investigated the above
statements and offers the following response:Frontier has investigated Mr.
*** complaint and advises our records show a repair ticket entered on July 30,
2020 and repaired on August 3, 2020 as a programming issue. Frontier advises an
additional repair ticket was entered on August 6, 2020 and repaired on August
7, 2020 for a bad aerial conductor. Frontier has issued an
adjustment of $21.00 for the time out of service for the two trouble tickets on
record. Frontier has made several
attempts to contact Mr. regarding this issue but has been unsuccessful in
speaking with him further. Frontier has mailed Mr. a letter with direct contact information if he needs any additional assistance. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may
have experienced as a result of the above matter.Frontier Specialist: Christopher
C*** Department: Consumer
Relations
I have not had service since March 1, 2020. I have asked repeatedly for them to closed my account and give me a refund for my "credit". However, I still get bills with negative balances and when I contact them I get a different story. I just want my money back.
Thank you for referring the complaint of Ms.
*** to our office for review. We appreciate
Ms. bringing this matter to our attention.The Complaint states that:Ms. advises that she has been waiting on a refund.Frontier has investigated the above
statements and offers the following response:Frontier advises that the final bill must process before any refund request.We have set a follow up to review after the cycle date.Frontier spoke with Ms. on July 16, 2020, and advised of the above. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms.
*** has experienced as a result of the
above matter.
I have upgraded my internet service to frontier 1gig and agree to the terms of $53.98 a month which would be a 10 dollar increase the rep sent my confirmation with billing total of $53.98. I get a email a week later stating my bill has increased to $74.65 I have called multiple times to have bill adjusted to what was promise. Finally spoke to a supervisor and promise that credits will be applied for 6 months to offset the excessive billing increase. when the bill came did not see any changes tried multiple times to reach out to the supervisor I spoke to, and got no reply and called billing and found no notes about any credits. Reps gave me the go around about how they could not do anything to bring my bill down despite having a confirmation email for the upgraded service of $53.98. Very frustrating trying to talk to a supervisor or any one in management willing to look into the matter.
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. advised he
upgraded his Internet service with Frontier and was advised there would be a
$10 increase. When Mr. received
his billing it was $74.65 much more than the $10 promised. Frontier has investigated the above
statements and offers the following response:Mr. billing was as promised
except he was charged a $10 router fee and was prorated for the increase on his
first billing with the new service.Mr. was not informed
about the router and this will be handled internally as Frontier will supply
coaching.The router fee was removed
from Mr. account.Frontier values Mr. as
a customer and has provided direct contact information if he has any further
concerns.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.Frontier Specialist: Laurie
H*** Department: Executive
Escalations
Frontier will not come and repair our business phone or internet services, they made us pay a fee for installation and setup and no setup was performed employee was rude and left. We attempted multiple times to reach Frontier and get forwarded to multiple departments in which case they then each time after waiting about and hour they hang up.
line repaired on 7/24/2020 repair ticket #
We had an old account with Frontier back in 2016 And we have purchased worth $265 router from them. Now this year 2020 we decided to go back to Frontier but before the installation was done I have asked customer service and see if I am able to use my old router I was told that as long as the technician approved my purchased router from Frontier then they are going to allow me using it. .Billing comes I was charged for $10 although I am using my frontier purchased router.
Escalation team got involved called me May 28, 2020 and I have a reference number I was told that they have fixed it and that they have found my old account and a proof that I did purchased that router from them. Here comes another month I was still charge for another $10 and I have called again and they said that I need to bring my case with another escalation team. Another escalation team called me left a message I did call back I spoke with the customer service and again I was told that no I should not be having any credit because I have to pay for the router. I was trying to contact them over and over and over and this Michael guy put me on hold for one hour I have recorded every single thing of all the transaction between me and Frontier, this is very very upsetting iMessage them in their *** same thing I was told no, I have to refer you to a different department, if I could only just cancel this as long as they gave me back my installation fee that I paid for this year. Just to get away from this Rude people!
Totally discriminates customer
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 Frontier is billing her a monthly router fee even
though she had already purchased a router when she previously had service
with them in 2016.Ms. advises that the monthly $10.00 router fee needs to be
taken off her Frontier bill.Frontier has investigated the above
statements and offers the following response:Frontier advises that the monthly $10.00
wireless router fee still applies to customers who cancelled their previous
service and then re-establish service with Frontier at a later date, regardless
of whether or not they had purchased their router. Frontier advises that as a courtesy, Ms.
*** will be credited for the $10.00 monthly router fee for the next three
months. Starting with the October 6 2020
billing cycle, the router fee will apply, and her monthly rate will be $49.99
plus taxes and surcharges.Frontier advises that our advertising
and residential internet terms and conditions make clear that our service
includes equipment charges, such as the router charge, and neither our
advertisements nor our terms and conditions provide any exceptions.Frontier spoke with Ms. on July
15, 2020 and advised her of the above information. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of the
above matter.
I signed up for internet service with Frontier through online chat, so have transcripts. The sales representative said that the rate I was signing up for was fixed for 24 months, and that it included the cost of any equipment. After 12 months they stated charging me extra for equipment. I complained to Frontier twice, but they did nothing and said I was locked in. Because I signed up through the chat, the only thing I agreed to was what was described in the chat, so legally this seems like Frontier breaking our contract, but they say I can't leave or they will charge me for early termination. They did not refer me to separate terms of service when I signed up, or a product description outside of what was described in chat. This seems an illegal sales practice, and breach of contract.
The Complaint states that:Ms. advises
that he is disputing charges on his Frontier bill. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that based on our review of Mr.’s account, we have issued a courtesy credit toward his account. Frontier advises that Mr. is not currently in a contract with Frontier for his Internet services. Frontier advises that we spoke to Mr. on July 15, 2020 to advise of the above.
Ordered phone line for my mother at Assisted Living in May. Phone line was never installed. Several attempts to call with no response from local number. Finally called toll free number, was told they no longer add secondary phone lines to residences, Requested cancellation after receiving 1st bill. Recieved 2 more bills, made 2 more calls, told it was resolved, Received a 3rd past due letter. Called again, put on hold twice and transferred to other depts. total of 20 minutes on phone, Then call went dead. I want them to stop sending me past due acct bills for a service that was never connected! Horrible Customer Service!!!!
Frontier CommunicationsThank you for referring the
complaint of Ms.
*** J *** to our office for review. We appreciate her
bringing this matter to our attention.The Complaint states that:Ms.
*** J. *** is disputing her bill for services from Frontier and
requests that Frontier cancel her account and credit her account in
full. Frontier has investigated the above
statements and offers the following response:Frontier’s investigation
found that an order was issued on May 19, 2020 to close Ms.’s account,
but the order never posted into Frontier’s billing system in error. Frontier advises that an
order was issued on July 2, 2020 to close Ms.’s account. Frontier issued a credit to Ms.
***’s account on July 21, 2020 in the amount of $224.02. Frontier communicated with
Ms. via email at ***com 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.Tell us why here...
Company stated twice that they would arrive on a certain date and time and never showed up, along with no explanation or phone call. Even after calling customer service, who said the worker was in their way, nobody showed up. This is actually the 3rd time now, because the first time they forgot to put the time scheduled in the system. I have no other internet options and I have to work from home and I feel like they are doing this on purpose because they know I have no other options.
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:Company stated twice that they would arrive on a certain date and time and never showed up, along with no explanation or phone call. Even after calling customer service, who said the worker was in their way, nobody showed up. This is actually the 3rd time now, because the first time they forgot to put the time scheduled in the system. I have no other internet options and I have to work from home and I feel like they are doing this on purpose because they know I have no other options.Frontier has investigated the above
statements and offers the following response:Frontier states that Ms.’s installation of internet was delayed due to Frontier not having no facilities available.Frontier states that we are in the process of placing new equipment that will allow Ms. to get internet installed.Frontier states that a new installation date has been set up according to when the equipment will be placed and the work completed for 8/14/2020.Frontier contacted Ms. and advised her of why the delay and to reschedule her installation date.We regret any inconvenience that Ms.
*** may have experienced as a result of the above matter.” Frontier Specialist: Beatrice
S*** Department: Consumer
Relations
Back in May I contacted Frontier Communications to find out about getting internet service. I talked to gentleman who told me that I was eligible for their internet. I was quoted a price and was also told what service package I was eligible for in my area. I was quoted a price that was in the $55 range and I am currently paying over $75. I was also quoted to have internet speeds of 88 mbs and I am receiving 18 mbs. Every time I call I am just lied to. It's a pretty sorry way to see your business when you have to lie to your customers. I have asked to have the original call pulled and listened to, so that we can address the issue of them lying to me. Then in June I received my first bill of $127.37 which was way more than I was told my bill would be. I then called and spoke with a lady who I expressed my concerns to about the fact I was being billed an additional $40 for an installation charge that didn't happen. The technicians who came out said that they didn't have to do anything since the internet was already installed from the previous tenants. I was still charged for the $40 for installation. I was told by this woman that I should be getting a $40 refund for the installation charge. I was told that I should pay the bill and that the credit would reflect on the next months bill which never happened. I spoke with a gentleman today about this today who informed me that I was denied my claim about the installation charge and when asked about the escalation with the original price quote I was still unable to get any where. I keep getting told that they are going to pull the call and listen to see what I was told I would pay and the service I would get and I can't seem to get anything to happen.
Thank you for referring the complaint of Mr. to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the correct price for the package that Mr. subscribes to is $44.99 per month plus equipment, taxes and surcharges.
Frontier advises that the billing is correct.
On July 20, 2020 I relayed the above information to Mr..
On July 21, 2020 a technician was dispatched and restored the services.
Credit in the amount of $40.00 was issued for the Technician Installation fee that posted to the May 19, 2020 billing statement. Additional credits totaling $90.00 were issued for the 3mos of phone and 1mo of internet time out of service. Please allow 1-2 bill cycles for credit to post to the account.
On July 22, 2020 I placed follow calls to Mr. and left messages. In addition, I provided my contact number for Mr. to call at his convenience.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
I’ve had problem with frontier since April. I moved and canceled my account. Payed fine for canceling it early and all that I owned them. After that different bill came with another account number but with my name and address saying that I owe them $86.36. I always payed for two lines of internet in the same bill that I’ve payed off. Since May I called so many times they always hang up on me. Finally I spoke with a woman from frontier and she gave me credit adjustment with confirmation number for the amount of $86.36 and still was receiving same bill from frontier. Called again and said I’m willing to pay if they will send me 6 month statement for this account. She said this account was open only for one month. That I didn’t cancel it. How can I cancel account that I newer knew existed? Now they send my debt to collection. And nobody could help me with my bill. For 7 years I had one bill to pay form them. Never knew about other account.
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. is disputing the final
account balance of her Frontier account. Ms. is requesting that
Frontier issue full credit to bring the account to a zero-balance due. Frontier has investigated the above
statements and offers the following response:Frontier records show that Ms.’s main account was disconnected on April 3,
2020 due to porting the main Phone number to another service provider. However,
the second Phone number was not ported to another service provider and began
billing on its own. Frontier records show that Ms. contacted Frontier on May 3, 2020 and
requested to have the Frontier account disconnected. A disconnect order was
issued the same day and completed on May 4, 2020. Frontier advises that the $82.28
account balance is a valid balance and that no additional credits will be
issued. Frontier spoke with Ms. on
July 23, 2020 to advise of the above information. We regret any inconvenience that Victoria
*** may have experienced as a result of the above matter.
In March, we added a second landline because we were working from home due to COVID.
In April, we received an overdue notice for the second land line even though we had autopay correctly set-up. We called Frontier upon receiving the notice and were told 3 things: 1. sometimes this happens the first month auto-pay is set up, 2. Our auto-pay was set-up correctly 3. The full amount due will be deducted next month, we don't need to do anything. T
In May, without any further notice, our phone was turned off. I contacted Frontier through the chat feature, paid the full balance and was again told auto-pay was correctly setup and would function properly next month. I was told the reconnection fee would be waived since it was not our fault.
In June, we received a bill with a reconnection fee. We called customer service on July 13 and was told that they will not refund the reconnection fee under any circumstances. We have 2 phone lines with Frontier. We have been a customer since they have been in Connecticut and do not have a history of late or over due bills. This issue has caused us to spend more than 2 hours on the phone or chatting with customer service representatives and every experience has been frustrating.
Thank you for referring the complaint of
Ms.
to our office for review. We appreciate Ms. bringing
this matter to our attention.The Complaint states that:Ms. advises she has a billing discrepancy with Frontier for reconnection fees.Frontier has investigated the above
statements and offers the following response:Frontier advises it takes one to two bill cycles for the auto pay to go active and a courtesy we have applied the appropriate credits for the restoral charges.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 spoke to Ms. on July 17, 2020 and advised of the above information. We have provided our direct contact information if Ms. needs any further assistance. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms. has
experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
knew wires in my neighborhood had not been upgraded to enable watching movies via internet without instant rebuffering.
The installer even ask if I was sure I wanted the installation. Based on what I had been told when calling for internet service, which was, I should be able to watch movies and use internet for normal activity...no gaming.
I was hooked around 3:00 on 7/09/20. Took 6 hrs to watch two movies... constant buffering. Often had exit app to check connectivity to get it streaming again.
I called the next morning 7/10/20 for cancellation. Customer service confirmed no upgrade had been made in my area.
To me that is fraud, just so they can change installation fees.
I’m requesting, based on the circumstances, that there should be no charges except the 6 hours I tried to watch movies.
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:*** knew wires in my neighborhood had not been upgraded to enable watching movies via internet without instant rebuffering. The installer even ask if I was sure I wanted the installation. Based on what I had been told when calling for internet service, which was, I should be able to watch movies and use internet for normal activity...no gaming. I was hooked around 3:00 on 7/09/20. Took 6 hrs to watch two movies... constant buffering. Often had exit app to check connectivity to get it streaming again. I called the next morning 7/10/20 for cancellation. Customer service confirmed no upgrade had been made in my area. To me that is fraud, just so they can change installation fees. I’m requesting, based on the circumstances, that there should be no charges except the 6 hours I tried to watch movies.Frontier has investigated the above
statements and offers the following response:Frontier states that we cannot credit Ms. until her final bill is generatedFrontier states that Ms.’s final bill is set to generate on 8/10/2020 at this time credits will be applied. Frontier has spoken with Ms. and has arranged for a follow up after her final bill is generated.We regret any inconvenience that Ms.
*** may have experienced as a result of the above matter.” Frontier Specialist: Beatrice
S*** Department: Consumer
Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
If they follow through, I accept. Just want to state, they have my name and phone number wrong.
Regards
I have been dealing with Frontier’s Crap Internet ever since we’ve lived here in this area. 2013. Over the last 3 months our internet has been going in and out constantly all day long. Frontier even said we had 442 entries in one month! Would that be acceptable to you? They’ve sent out 3 technicians, they’ve all said problem solved. Well it’s not! And I’m furious. I shouldn’t have to pay for they’re ridiculous crap service. They gave me a 18.00 credit to my account! Really??? And it’s still going in and out. I want this fixed! Actually we need another internet provider in this area. That would be the best option.
Thank you
for referring the complaint of Ms. *** to our office for review. We
appreciate Ms.
*** bringing this matter to our attention.The
Complaint states that:Ms. advises of intermittent speed and
connectivity issues with her internet service from Frontier.Frontier
has investigated the above statements and offers the following response:Frontier
advises that actual Internet speeds and the ability to access various Internet
services will vary as a result of factors including, but not limited to, the
quality of Wi-Fi connection, multiple users or devices on the same connection,
distance from Frontier facilities, and the performance or limitations of
customer wiring and customer-owned equipment. Additional information is
available to customers at https://frontier.com/corporate/internet-disclosures.Frontier
advises that a technician was dispatched to Ms. home on June 18, 2020,
he tested the line and replace the modem and confirmed the service was working.
Another technician was dispatched on June 26, 2020. The technician corrected
the margins in the Data sync and confirmed that the service was working. On
July 7, 2020 a technician was dispatched, the technician cleared a cross on the
cable pair and tested the lines from the serving stations and confirmed the test
results were within an acceptable range.Frontier
has attempted to contact Mr. to address his concerns with the internet connection
but has not been successful. Frontier has left voicemail messages 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 started service with Frontier in May 2020. Since May I have had to call or chat via internet 9 times and opened 3 service tickets because my service is either not working or it is only working at a portion of the speed. I have to work from home and they promised that I would have a high speed internet when I enrolled with their services. I have not had this promised high speed internet for 2 months but I am paying for these services. I was compensated $20 for the times that I have called to complain not the whole time that I didn't actually have service. We live down a road with several other Frontier client that also have similar issues but have learned to accept this terrible service. I am new to the area and will not put up with bad service since out of the neighbors I am the only one that works form home. Starting this fall we potentially will have me working from home and 5 school age children trying to log onto an internet that is subpar. I am not getting what was promised and it is a fight to get anyone to really help. They want to always start from the beginning and reconfigure and restart which always last an hour or more of my time. This has been 9 times since May. 9 hours of my time and when I make $27.81 an hour their $20 of compensation is nothing! I need to have my job to support my family and without internet I can not do my job. I need help resolving the internet service option and get this resolved or a better service option. Please help.
Frontier CommunicationsThank you for referring the
complaint of Ms.
*** E. *** to our office for review. We appreciate her
bringing this matter to our attention.The Complaint states that:Ms.
*** states that she is experiencing intermittent speeds and frequent
disconnects with her Internet service from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier’s
investigation found that a repair ticket was issued on July 12, 2020 and
completed on July 14, 2020 when a Frontier technician found an open pair and
repaired it. Frontier issued two out
of service credits to Ms. account for the Internet service issues. The first out of service credit was issued on
July 12, 2020 in the amount of $23.40 and the second credit was issued on
August 6, 2020 in the amount of $22.19. Frontier communicated
with Ms. via email at *** 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.
I requested Frontier Communication to cancel my service on the day the billing cycle starts. They are charging me the full month's bill even when I requested to cancel the service on the first day of the billing cycle. I would have no issue paying the full month's bill had I used their service even for a few days. My cancel request was on the day the cycle starts. They should not charge me for the entire month.
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 requested to have his internet service
cancelled on his billing cycle date, in order to avoid incurring charges
for another month of service but was still billed for an additional month.Mr. advises that he needs to be credited for the additional
month of service for which he was billed.Frontier has investigated the above
statements and offers the following response:Frontier advises that the order to have
the service disconnected was written on July 12, 2020, but it didn’t post until
the billing cycle start date of July 13, 2020. This resulted in Mr. incurring an additional month of charges.Frontier advises that Mr. will not
be responsible for service charges running from July 13, 2020 through August
12, 2020. He will only owe the broadband
disconnect processing fee of $9.99 plus applicable taxes after the next bill
generates. Frontier will follow up to
review the upcoming August 13, 2020 statement, in the event that the charges
automatically get credited back to the cancellation date, and any additional
adjustments will be made at that time if necessary. Frontier spoke with Mr. on July
15, 2020 and advised him of the above information. Frontier will follow up
to with Mr. after reviewing the August 13, 2020 bill, and he has direct
contact information for Frontier.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of the
above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I've been trying to get internet service in my area. Supposedly paying for 6m download speed. Barely get 2-3 and only one device will work at a time. I've spent countless hours on the phone with technical support. They don't issue a repair ticket when you are on the phone so the billing department doesn't show when you call in with problems. We are paying 60.00 a month for 3 M of download speed that is intermittent service. I would switch companies in a heartbeat. Terrible service, terrible company. I could go on about all the experiences I've encountered with them from Iowa to Ohio.
ive been dealing with heavy internet problems for at least a month, more so this past couple weeks. I deal with my internet light turning red, the light completely disappearing and even if its blue it doesn't give me internet and will eventually turn red or a no light. I tried reaching out to customer service via chat and they were supposed to transfer me to the tech support but after 15 mins I exited out due to no response. I also asked the customer service person about using your own modem, my understanding you get charged a monthly fee and wanted to use my own modem to waive that fee even if I cant get tech support/. I was also supposed to get a refund of some sort
The Complaint states that:
Mr. advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier and wants credit for internet service not working.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 WiFi network interference. Customer speeds may vary over time.
Frontier states there have been no recent trouble tickets created for Mr., the most recent trouble ticket was from March 2019.
Mr. was notified on July 14, 2020 that he will need to contact Frontier’s Internet Help Desk by phone or via on line chat in order to trouble shoot the service issues he has been having.
Mr. was given both the number to call the Frontier Internet Help Desk and the website and where to go in order to chat with Technical Support.
Mr. was also advised until Frontier has been able to trouble shoot and resolve any service issues no credits would be warranted at this time.
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.
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,
***
Frontier refuses to troubleshoot and is extremely uncooperative in the matter and abruptly stopped all communication. Please have someone contact me with better service. The person they sent intentionally made things worse. Due to this I'm requesting a complete refund for the year and I will be strongly looking at switching and or completely getting rid of internet due to their gross negilence
The Rebuttal states that:
Mr. states Frontier refuses to troubleshoot and is extremely uncooperative in the matter and abruptly stopped all communication. Please have someone contact me with better service.
Frontier has investigated the above statements and offers the following response:
Frontier advises in order to trouble shoot any service related issue, Mr. will need to contact the Frontier Internet Help Desk for assistance.
Mr. advised Frontier that he can not be contacted by phone due to he does not have a phone.
Via email on July 14, 2020, Frontier then directed Mr. to frontier.com where he can chat with a Frontier Internet Help Desk representative.
Frontier confirms Mr. has been given both the number to call the Internet Help Desk and the website he can access in order to chat with a Internet Help Desk representative.
Mr. was advised until Frontier has been able to trouble shoot and identify and or resolve any service issues no credits would be warranted at this time.
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 *** has experienced as a result of the above matter.
I cancelled internet service back on 4/3/2020. I was billed $70 for 4/5/2020-5/5/2020. I have contacted customer service 5 or 6 times trying to get this taken off of my account and no one ever solves the problem. Last Monday when I called them they told me they were going to “escalate it to a higher dept. and someone would call me within 72 hours”. It is now Saturday and no one ever called. They keep sending me letters telling me it’s going to go into collections and damage my credit. That doesn’t seem fair since I don’t owe them anything and no one at their company will listen to me.
Frontier CommunicationsThank you for referring the
complaint of Ms.
*** 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:Frontier’s
investigation found that Ms.’s bill, dated April 4, 2020, generated the
same day that she called Frontier to have services disconnected. Frontier issued a
credit to Ms.’s account in the amount of $70.15 on July 13, 2020 for her
April 4, 2020 charges. Frontier has made
several attempts to contact Ms. regarding this issue and has been unsuccessful. Frontier mailed a letter
to Ms. to provide the direct contact information for a Frontier
representative. 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.Tell us why here...
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 wife and I signed up for internet service with Frontier and agreed to 12M speed, a monthly rate of $46.19 which included equipment and taxes. Plus a 1 time install charge of $75.00
Here is what the sent us in the confirming email- (which they flat out refused to correct)
Services Ordered
Frontier Internet $34.99
Preferred Internet 12M Tier
Frontier Internet $30.00
Preferred Internet 18M Tier
2-WiFi Router Service $20.00
Federal Lifeline Discount -$9.25
Estimated Taxes and Other Charges
Federal Taxes and Charges $-0.28
State Taxes and Other Charges $5.16
Estimated Monthly Total $80.62
One Time Charges
Equipment Delivery and Handling Fee $9.99
Technician Installation $75.00
Estimated Partial Month Charges (3 Days Proration) $8.06
Total One Time Charges $93.05
Estimated Next Bill Total $173.67
Now - please note on this confirmation, they want to charge for 2 different speeds. We agreed to 12M.
They claim is is a system "glitch"
After 2 hours on the phone and text, they are not able to update the confirmation and wanted me to take them at their word, we would be charged the correct price.
NOPE! not going to agree with a confirmation that is so messed up.
This company should be shut down. They are not to be trusted and terrible customer service.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that 2 separate internet speeds and monthly recurring charges were added in error on the installation order which generated an incorrect confirmation email to the customer.
This matter was referred to the appropriate manager for coaching and handling.
Frontier advises that Mr. requested to cancel the installation order.
Please note once an order has been cancelled, the confirmation email cannot be updated.
On July 22, 2020 I relayed the above information to Mr. and explained that an active order must be in the system in order to generate a confirmation email.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive 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,
***I understand that the order in the system was cancelled. This business DID NOT offer to put a new order in their system that would reflect the correct pricing that was agreed upon. Terrible business practices and extremely poor resolution services.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that 2 separate internet speeds and monthly recurring charges were added in error on the installation order which generated an incorrect confirmation email to the customer.
This matter was referred to the appropriate manager for coaching and handling.
Frontier advises that Mr. requested to cancel the installation order.
Please note once an order has been cancelled, the confirmation email cannot be updated.
On July 22, 2020 I relayed the above information to Mr. and explained that an active order must be in the system in order to generate a confirmation email.
Frontier maintains its initial response.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
I noticed that my phone bill was unusually high. When I logged into my account I noticed that I was being charged for long distance charges which where always included in my bill. I called customer service and they said that I have always had the same plan so right away I asked for customer retention because I knew how that conversation would have ended. The lady with customer retention was very kind and upon my telling her of my bill she did look back and saw that my phone bill had been changed back in March of 2019. I have only called with internet issues and all have been cancelled because I am in a bad area for service, however, at some point they changed my plan for phone and long distance which I have never had a problem with. She said that she could fix this month bill but could not fix the prior 1 worth of over charges. I do have the conversation on tape and would be more than happy to let anyone hear that it was changed and that I had no knowledge and that it is essentially my fault for not calling sooner so I have to take the loss. I am not ok with that.
Thank you for referring the
complaint of Mr. to our office for review. We appreciate this matter
being brought to our attention. Frontier
has investigated the above statements and offers the following response:Frontier
advises that Digital Phone Unlimited (DPU) was removed back in March 2019 and
Digital Phone Essentials (DPE) was added. This change posted to the April 1,
2019 billing statement. On
July 9, 2020 an order was initiated to add DPU and to remove DPE effective July
9, 2020. In addition, the
CSR issued credit in the amount of $92.40 for the LD calls that posted to the
July 2019 billing statement. Additional
credits totaling $178.50 were issued for the LD charges that posted on the June
2019 to June 2020 billing statements. Please allow 1-2 bill cycles for credits
to post to the account. On
July 23rd and 27th, 2020 I left messages for Mr.
*** and provided my contact number. We trust that this information will
assist you in closing this complaint. We apologize for any inconvenience that the
customer may have experienced as a result of this matter. Sincerely,Stacey M. Frontier Executive
Relations