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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I have had frontier internet for years now. I was advised by a sales rep that as long as I call before my promo is over, I can continue to get better deals. They once again raised my bill. I called like I have multiple times before and this time the sales rep not only kept me on hold for over 30 minutes, she advised me I had to pay 100 dollars to get a different price. WHAT!? After she told me this I asked numerous times to speak with her Supervisor and she refused to do so each time I asked. This phone conversation was recorded on their end so they should be able to provide you with her information since she never gave it to me, After almost 45 mins I was transferred to another department who was competent and helped me with my issue. This company is extremely crooked.
Frontier Communications
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 had Frontier for years now and was told by a sales representative that as long as she was to call before her promotion expired she could continue to get better deals on the service. Ms. called into do just that and had a very poor customer service experience. Frontier has investigated the above statements and offers the following response:
Frontier has reviewed Ms.’s account and see that she was helped by a customer service representative on November 5, 2019 to get lower pricing on her service than what the new pricing was going to be. Frontier has looked into the poor customer service experience that Ms. encountered and has referred that on for further coaching of that representative. Frontier has tried to contact Ms. on three separate occasions and has only been able to leave her messages. Frontier is sending Ms. a letter directly if she would like to discuss this matter 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 matter.
Frontier Specialist: Jacey D Department: Customer Specialist
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.
I would like for it to be documented that Frontier has not contacted THREE times. Frontier has not contacted me even ONE time. I would like them to mail me the letter they discussed mailing me and to apologize for lying in regards to contacting me. I have ZERO missed calls, ZERO messages (or emails or ANY communication for that matter) from Frontier. Regards
Frontier Communications
Thank you for referring the rebuttal of Ms. *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Rebuttal states that:
Ms. advises she has had Frontier for years now and was told by a sales representative that as long as she was to call before her promotion expired she could continue to get better deals on the service. Ms. called into do just that and had a very poor customer service experience. Frontier has investigated the above statements and offers the following response:
Frontier has reviewed Ms.’s account and see that she was helped by a customer service representative on November 5, 2019 to get lower pricing on her service than what the new pricing was going to be. Frontier has looked into the poor customer service experience that Ms. encountered and has referred that on for further coaching of that representative. Frontier has tried to contact Ms. on three separate occasions and has only been able to leave her messages. Frontier is sending Ms. a letter directly if she would like to discuss this matter further. Frontier advised Ms. that her new pricing is good for 12 months now and she should call in November of 2020 to see what the best promotion is that we can offer her at that time. Frontier has been in direct contact with Ms. now thru email on November 19, 2019. 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: Jacey D Department: Customer Specialist
Nov 6/2019
Hi .... Here is my Infos : *** - Account # : ***-5 Pin : *** Here is my problem: Going back to August /2019, I had an active contract (2 years) with Frontier with an expiration date of Aug 31/2019.
On or about Aug 5 (3 weeks before expiration of contract) I called Frontier to inquire about what will be my bill after the expiration. I was quoted an increase of $15.00 per month and advised to call back in 2 weeks, that they may have better deal.
I did ....then, the increase was $35.00. At what time Frontier rep was advised to not renew the contrack on Sept 1/19 and cancel everything.
I went to a different supplier (***) on August 26 and on Aug 30 their service was on.
Twice after, I received notes that I had an outstanding bill (Frontier) in the amount of $164.86 For period Sept 1 - Sept 30 2019. I did not own anything...Frontier service was cancelled 2 weeks before and on Aug 30 I started with ***. Anyway both times I called back (Frontier) and was told not to worry that it had not kicked in in the computer system yet.
Got another letter last week again (Frontier National Collection Center) about that $164.86 past due bill with mention of additional collection procedures to be taken and reports to the credit bureaus.... really !!!! I called them back at their number and was told after like 45 minutes of explaining the case , that she was not authorize to do any changes. Her explaination was that by the time Frontier entered my cancellation of service it was Aug 3 and the new contract was already in service and that was the billing for Sept 1 - Sept 30. Wroooong.....cancellation was made 2 weeks before....
So, here we are today, in a bunch of *** because of Frontier lack of service...
Such a waste of time......
So you let me know what is the next move. ***
*** By the way, all Frontier equipment has been returned the same day that I received your boxes.
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. stated that he had received a bill for $164.86 and contacted Frontier and was told the billing was corrected. Then he received a collection notice for the same amount.
Frontier has investigated the above statements and offers the following response
· Frontier found that the credit for $164.86 was approved and posted November 7, 2019. Unfortunately the November 1, 2019 bill had already been issued and the notice sent before the credit was approved. Was able to reach Mr. by e-mail and he stated that he had received confirmation the account has a zero balance.
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 have called Frontier numerous times to transfer my service from my old address to my new one. I have been rescheduled 8 times and I keep getting the run around every time I try to get ahold of someone. They blatantly lie to me about someone showing up daily.
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 been waiting for her residential move order to be installed. Ms. advises Frontier has rescheduled her several times. Frontier has investigated the above statements and offers the following response:
Frontier advises our records indicate Ms. Residential transfer order has been completed as of December 4, 2019.
Frontier advises we have scheduled a follow up.
Frontier has advised Ms. of the above.
Frontier has provided direct contact information if Ms. has additional concerns.
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
We discontinued using frontier on September 20,2019. I received a bill fro frontier o$92.05 on 9/22/19. I received a bill from Frontier on 10/22//19 showing a credit of 44.61. I called 1-800-921-8102 and spoke to La Sandra that told that I would not get my refund for 3 months and 16 days. My fear with this is that many people in this area are leaving frontier,and they may file bankruptcy before we receive our refunds. The address that I send my payments to is a P.O. Box 5157, Tampa, FL 33675
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 been waiting for her Frontier refund. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued her refund and please allow 7-10 business days for processing.
Frontier has provided direct contact information if Ms. has additional concerns.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I have been without internet for 4 days from Frontier communications. They have lied to me over 15 hours of conversation with their support team. They refuse to restore my service, They refuse to send a tech to my house, they told me they would then cancelled it after I had already missed a day of work waiting for a tech. They have lied to me at every turn and seem more eager to get me off the phone than to actually help me.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he would like out of service credit. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued the appropriate out of service credit.
Frontier has confirmed the Service order has been completed as of November 6, 2019.
Frontier advises that service outages can be due to many factors. Some outages affect multiple locations and others are related to individual locations or services. Frontier must be advised of any service outages and allowed the opportunity to address and resolve the interruptions before any adjustments can be applied for time out of service.
Frontier has provided direct contact information if Mr. has additional concerns.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I had a simple request to activate the phone number because I was instructed to by another phone company so I may have this number as my contact number. I reached out to Frontier and spoke to a representive and was informed that it would be a twenty something charge with taxes since the number is not going to be actively used with Frontier. (I guess I should of gotten that in writing). I was told it was just a paper formality. The phone number was activated only on paper. The phone never had a dial tone with Frontier company, no incoming or outgoing calls could be made but I was charged $81.97.
When I received the bill I outreached Frontier on Sept. 20th 2019 at 11:57 am et and talked to a gentleman named Al at 12:11 pm. I told him of this delema and told him I have no problem paying for what was agreed but not what was billed. He then put me on hold couple times and request that a higher ranking representive would call me back. I did not receive any call back and now receiving a late charge on the bill ontop of the already overcharged bill.
Today, Nov. 5th 2019 I outreached Frontier again at 12:27 pm et. Received the run around. First I spoke to Christina then Camille then being passed on to different representive until I spoke to a Ryan in billing. Ryan told me that due to the account being closed there was nothing that can be done. I told him that is not acceptable and request to talk to someone higher on the chain. He said that he was the highest I can talk to and if I did not pay the bill I would be turned into the collection agency.
I then request the CEO's e-mail or any contact information and he told me to go on line and hung up on me at 12:57 pm.
I have been struggling with Frontier for months now. I made an earlier complaint to the Revdex.com, and have still not have my issues resolved. I was told that my service with Frontier would be canceled, and that I would have no charges on my account. It has been almost 3 months and I am STILL receiving bills from Frontier. I was put into contact with a representative of Frontier after filing my earlier complaint. She told me my issue would be resolved and that she would get back to me once everything was fixed. She never got back to me, and I have received yet another bill.
The Complaint states that:
Ms. advises that she is disputing her final balance with Frontier. 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 we have placed a cancellation order on Ms.’s account, and backdated the effective date to August 31, 2019.
Frontier advises that credit has been issued for the portion of her bill that did not automatically credit after cancellation.
Frontier advises that we advised Ms. of the above on November 13, 2019.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
I was overcharged $108.50 on June 28. I've contacted Frontier once before the charge and twice since. They agreed with me that I shouldn't have been charged, but they charged me anyway. Now they won't return my money.
I changed my FIOS TV channel package in March 2019. I did not change the Enhanced DVR service, but the girl said I would get a new DVR anyway. I didn't receive one. I received an empty box that was too small for a DVR. I contacted Frontier through their website chat function on 4/24/19. I have a copy of the chat session where Christopher told me that he saw no reason for the box and that I didn't need to return anything. I was not contacted by Frontier after that. On June 28, I was charged $100 plus tax of $8.50 for unreturned router equipment. I never received a new router, I didn't change my internet service, and I've paid enough rent Frontier to buy a router. I called Frontier on 10/27/19 at 4:40 pm EDT and spoke to Alexis. Told her I just noticed the incorrect charge. She agreed that I shouldn't have been charged. She said she was forwarding to a manager to push through a refund. She said she would call me back the next day with information about the refund. She didn't. Today, 11/5/19, I called Frontier at approximately 7:50 pm EST. I didn't get the man's name. He said they had a special department to resolve these issues. He then transferred me to the Rewards department which said they have nothing to do with billing. I tried to call back and got a message they billing is closed. It appears that he transferred me to get rid of the call so he could leave. The Frontier phone system is typical of all cable/communications companies in that it is difficult to get to a person.
Frontier has investigated the above statements and offers the following response:
Frontier advises due to isolated error Ms. was charged an unreturned equipment fee for a router she is still using.
Frontier has credited Ms.’ account for the equipment.
Frontier spoke with Ms. on November 8, 2019 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.
1) Perfectly running FiOS internet and TV service was disconnected on 10/29/2019 FOR NO REASON and with no warning/heads up.
2) 4 hours spent with Frontier on phone on Friday 11/01/19 attempting to resolve the issue and restart service - futile. They were unable to explain why service dusconnected. Mandatorily created new account + new installation set for Tues 11/05 1-4pm. Charging me $75/- for new installation, plus upgraded qequipment at additional cost.
3) I took 4 hours off work on Tuesday (1-5pm). The tech says my home cannot suppprt the new package forced on me by Frontier. Another 2 hours on the phone with Frontier to resolve the issue, create new order. Once new order created , tech says Frontier service down, he cannot access info for my installation. It's already been 5 days of no Internet and TV service for nonfault of mine, no explanation. Again tech says "cannot install today"
4) New date and time given for installation. I again have to take another 4 hours off work twiddling my thumbs waiting for Frontier tech , now scheduled to come 2 days later.
8 hours on the phone with Frontier goigng betweend customer service-tech support-retention dept, new order + 7 days of no service (internet/TV) + 2 x 4 hrs of work time missed ($800/-l) + NO REASON WHY MY SERVICE WAS DROPPED initially + forcing new installation fee and upgraded equipment. What a mess!!! I have emails documenting from Sept and Oct my request for change in aervice, auto pay set up. Everything was perfect with my 5-7 yr old account, which they mesed up 100%.
Hating frontier at present!
Need an apology, maybe a civil court case requestin compensation for time lost a time work, missed wages and the inconvenience /frustration of no services for almost 1 week for nonfault of mine and zero explanation from frontier.
-
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 her Internet and Tv service were shut off with no notice. Ms. advises she is unhappy with the service she received when she calls customer service being transferred and long hold times. Ms. advises the technician missed her appointment and is charging her an installation fee.
Frontier has investigated the above statements and offers the following response:
Frontier advises the main telephone number was ported out on October 29, 2019, and removed the Internet and Tv services on the same date. Frontier created a new order to keep the Internet and Tv service and a name change was requested.
Frontier apologizes for the missed commitment experienced by Ms.. Frontier will apply credit adjustments to Ms.’s account for the installation charge and a missed commitment credit.
Please allow 1 to 2 bill cycles for the credits.
Frontier does not reimburse or compensate for personal expenses or claims.
Frontier is working on opportunities to alleviate customer frustration related to customer support and technical service.
Frontier advises Ms.’s services were installed on November 7, 2019.
Frontier spoke to Ms. on November 12, 2019 and advised of the above information and provided direct contact 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
FIOS INHERTED MY ACCOUNT FROM *** FIOS. THE SERVICE HAS BEEN CRAPPY SINCE THEY HAVE HAD MY CONCTRACT. THE INTERNET SPEED THAT THEY ARE CHARGING FOR IS NOT THE SPEED THAT I AM GETTING. I INSTALLED THE SPEED TEST (SPEEDTEST.NET) ON MY PHONE PER *** RECOMMENDATION AND THE MOST SPEED THAT I HAVE GOTTEN WAS (DOWNLOAD - 35.2) AND (UPLOAD 35.4). MY DAUGHTER CAN'T EVEN DO HER HOMEWORK USING THEIR INTERNET. MY SECURITY CAMERAS AND RING ARE BARELY FUNCTIONING. MY SECURITY CAMERA INSTALLER RAN A CHECK AND VERIFIED THAT IT WAS NOT THE CAMERAS , IT IS DUE TO THE SLOW CONNECTION THROUGH THE INTERNET PROVIDER. I HAVE BEEN PAYING FOR 50/50 SINCE FRONTIER BOUGHT MY CONTRACT. I HAVE CALLED AND COMPLAINED FOR OVER 1 YEAR FOR FRONTIER TO CORRECT THIS SLOW INTERNET ISSUE, NOTHING HAS BEEN DONE, BUT I CONTINUE TO GET A LARGE BILL FOR USING THEIR INTERNET THAT IS REALLY SLOW AND BARELY FUNCTIONING. I HAVE ALSO REVIEWED THE COMPLAINTS FILED THROUGHT THE Revdex.com AND IT SHOWS 12,027 COMPLAINTS FILED IN THE LAST 3 YEARS. 4,274 COMPLAINTS HAVE BEEN FILED IN THE LAST 12 MONTHS, GIVING THEM AN F RATING WITH THE Revdex.com. I HAVE CALLED SEVERAL TIMES AND HAVE BEEN SHUFFLED FROM ONE REPRESENTATIVE TO ANOTHER. FRONTIER OWES ME SOME MONEY IN REFUND AND THEY NEED TO FIX THIS PROBLEM OR BLOCKAGE THROUGH THEIR INTERNET SYSTEM AT THEIR CHARGE, NOT MINE!
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 issues with her internet speed from Frontier. Ms. advises she does not agree with Frontiers port out process. Frontier has investigated the above statements and offers the following response:
Frontier advises that Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other things.
Frontier advises that service outages can be due to many factors. Some outages affect multiple locations and others are related to individual locations or services. Frontier must be advised of any service outages and allowed the opportunity to address and resolve the interruptions before any adjustments can be applied for time out of service.
Frontier’s records indicate last service ticket was reported on December 13, 2018 and completed on December 13, 2018.
Frontier explained the port out process. Frontier advises we follow the guidelines of the Federal Port Out process.
Frontier has provided direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
Frontier has scheduled over 15 appointments to come instal fibers optics internet at our house since June (it is now November) and on every single one of the those occasions, they have failed to show and have NOT notified us that they were cancelling. Every time I call to follow up, they claim that my area is not yet set up for the fiber optics internet but they continue to make more appointments and not show up. At this point, all neighbors in both directions have fiber optics..still NOTHING at my house. We have standard internet that is painfully slow, and has been for years, which is an issue since two people in this house work from home. There was another appointment today to have it installed, and again, no one showed and no one called to cancel. After over an hour on the phone with customer service and being transferred from department to department, no one could give a clear answer as to why this business has completely failed us in this department. To make matters worse, after over an hour on the phone, the call was dropped and no one called back.
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 waiting for Frontier to upgrade her internet service by installing fiber optic lines, but Frontier did not show up on multiple occasions and continued to reschedule her appointments. Ms. advises that Frontier needs to complete the installation of the fiber optic wires in order for internet service to be upgraded. Frontier has investigated the above statements and offers the following response:
Frontier advises that considerable engineering work had to be completed before the fiber optic lines could be buried and brought up to Ms.’s home, which caused the installation to be delayed multiple times.
Frontier advises that once the cable splicers were able to run the new fiber optic wires up to the customer’s home, Frontier was able to complete the installation of the upgraded internet service on November 14, 2019.
Frontier spoke with Ms. on November 15, 2019, confirmed that the installation of the upgraded internet service was successful, and she was satisfied with the result.
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 responded to an email from Frontier Communications offering $200 *** card for online orders. Subsequently, I ordered the services for our home and submitted the proper forms, as requested by their email. After many weeks of waiting, I found out that Frontier was unwilling to honor it commitment. I reached out to the office of the president and they stated their company had made a mistake and will honor the $200 *** card. Within a week, I received a call stating that they are unwilling to offer $200 *** card, but are willing to provide $100. I told them this is fraudulent practice and I was unwilling to settle for anything less that what was offered. So far, I have not received satisfaction as they are the most incompetent and dishonest company I have ever worked with. Attempts to reach management have been futile so far.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. advises that he has not received the Promotional Reward card when he signed up for Frontier services.
Frontier has investigated the above statements and offers the following response: Frontier advises Mr.’s original order was written with the Promotional Reward card online. Frontier advises that the order was inadvertently deactivated after missing the commitment date. Frontier was unable to reactivate the original order and a new order was written that did not qualify for the promotion.
Frontier has applied credit adjustments to Mr.’s account in full for the promotional reward card. Please allow 1 to 2 bill cycles for the credits.
Frontier spoke to Mr. on November 7, 2019 and advised of the above information and provided direct contact information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In particular, Frontier has provided a $100 discount rather than $200 as was promised via a *** card. I have requested clarifications, but have not received a response yet.
Regards
Thank you for referring the complaint of
Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our
attention.According
to the complaint:Mr. advises
that he has not received the Promotional Reward card when he signed up for
Frontier services. Frontier
has investigated the above statements and offers the following response: Frontier
advises Mr.’s
original order was written with the Promotional Reward card online. Frontier advises that the order was
inadvertently deactivated after missing the commitment date. Frontier was unable to reactivate the
original order and a new order was written that did not qualify for the
promotion. Frontier
has applied credit adjustments to Mr.’s account in full for the promotional reward card.Please
allow 1 to 2 bill cycles for the credits. Frontier
spoke to Mr. on
November 7, 2019 and advised of the above information and provided direct
contact information.Frontier
advises a credit adjustment in the amount of $100.00 was applied on November 5,
2019. Frontier advises two additional
credit adjustments in the amount of $50.00 each were applied to Mr.
***’s account on November 7 and November 12, 2019.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 switched cable providers approximately a year ago (not sure its been a while now) from Frontier to ***.
At the time of cancellation , it was prior to the next billing cycle.
I received communication on how to return all equipment which I promptly did.
I received a bill on the next billing statement stating I owed 143.xx. I called Frontier and they stated it was equipment charges and I would see that clear up with in the next 1-2 billing cycles,
Next statement , I received the bill again with same information and called again. They stated they saw a 0 balance on their end and again it would clear up in the next cycle.
I then received a collections notice and a phone call from collection agency stating I owed the money. I told them what frontier told me. They were very rude and hung up on me.
Apparently they placed a collection against my credit. I am just now finding out about this collection on my credit score from looking to refinance. I have excellent credit and pay my bills. I had cancelled all service and returned all equipment and paid all balances that were due at time of closing the account.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he has a billing discrepancy with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises Mr. received monthly discounts based on a two-year term agreement. Since Mr. ended service before the term agreement end date of 12/29/2018 an early termination fee applies.
Frontier spoke to Mr. on November 5, 2019 and advised of the above. Frontier has provided direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
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.
The original complaint was the fact that after cancelling my service, I contacted Frontier on many occasions regarding my past due bill. Each time they told me that the amount would clear up after they received my equipment or give it a few billing cycles and it will drop from the bill. I called a few times and this was the same response each time. At the end they stated they did not see a balance due and they had received all the equipment and to basically disregard the bill - could just be a billing error.
In speaking with the representative of Frontier he stated he was looking into it and that it POSSIBLY could be an early termination. He stated that he would look into it and that since I did close the account before my next billing cycle he was also looking at credit towards the bill since I was in the state of Florida.
I was shocked to read that the representative of Frontier stated
-he told me it was an ETF
-that the issue was resolved
Again this is another example of poor communication on the part of Frontier. If I had been notified at any time that the bill was due to an ETF , I would have paid it. The rep stated that he was reviewing transcripts and using it as an opportunity to use this as a training exercise for his agents.
My credit is marred because of this incident. I expect a reversal of the bad credit on my account and this fee removed. This is an example of a big business not giving a crap about their consumers and bad communication. Again, this would have never gone to collections if it was stated in the beginning that the balance due was an ETF.
Regards
Thank you
for referring the complaint of Mr. to our office for review. We appreciate Mr. Hornyak
bringing this matter to our attention.The
Complaint states that:Mr. advises he has a billing
discrepancy with Frontier. Frontier
has investigated the above statements and offers the following response:Frontier’s position remains the same as there has
been no additional information provided that warrants a deviation from the
original resolution.Frontier advises Mr.
*** received monthly discounts based on a two-year term agreement. Since
Mr. ended service before the term agreement end date of 12/29/2018 an
early termination fee applies.Frontier
has provided direct contact information. We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
We have had issues with customer service since the beginning of our time with this company. When we initially setup with them they gave us a time and day which they would install our internet. The day comes and no technician and no call. We call them to find out that the previous sellers of our new home still had an active account here and instead of calling us to let us know they would have to move our install date they cancelled it and never reached out to us. Once finally installed two weeks later, they were only able to install one of our two routers. They said they needed a specific wire to connect the second, we went a week with one router before they came out to do the second box...but had issues during install and cut the original wire and said they would come back in 3 days. So until then we would be without internet. 3 days came and went and no technician so still no internet. We called to find out about this, they said the soonest they could be out would be 2 weeks later. We pushed for a sooner time frame and they got us one about a week later. They came and reconnected our first box around this time frame but still hadn't fixed the wire for our second router. Since this time we have tried 3 different times to get this router setup...Everytime with no such luck. Everytime stood up by the technicians. Everytime passed around representatives who have no communication amongst each other. We have only been with the company two months and yet I've paid them over 300 dollars for service we aren't even receiving. I'd like them to finish the job we have been paying for but have yet to recieved, meaning the second connect router to actually be working, either that or credit us the money we have spent for services not received. The amount of time they have had us take off work just to not show up and not care to resolve such problems when it is brought to their attention is truly appalling!
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:
Mr. advises that he is billed for a second Internet line that was never installed due to an outside service wire issue.
Mr. advises that he has experienced multiple missed commitments and requests a refund and the service restored.
Frontier has investigated the above statements and offers the following response:
Frontier advises Mr.’s two Internet lines were installed on September 14, 2019 inside the residence. Frontier dispatched a technician on October 21, 2019 and cut over the outside service wire for the second Internet line. Frontier dispatched a technician repaired the outside service wire on November 6, 2019.
Frontier applied credit adjustments to Ms.’s account for the install charges and the time out of service. Please allow 1 to 2 bill cycles for the credit.
Frontier spoke to Mr. on November 7, 2019 and confirmed the Internet is working and advised of the above information and provided direct contact 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.
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 as of this time.
Regards
We signed up for internet and TV service, with DVR and the ability to record 6 shows at once. The DVR does not work. The technician installed on Oct 29th. We called him back on Oct 31 and he said he would come back on nov. 1st. He never showed up. On nov. 3rd we called technical support in the am and stayed on the phone for over 45 minutes, they could not fix. On nov. 3rd in the pm we called back and begged them to send someone out with a new box and they said no. That call was 1 hour 20 minutes. On Monday nov. 4th we called and cancelled the service, because it does not do what they said and they informed us we would have to pay for a full month and maybe a cancellation fee. They also threatened to turn the service off immediately and still charge us. The bill is over 280.00 for less than 8 days.
Frontier Communications
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 signed up for services of Internet and television on October 29, 2019 and quickly found out that the DVR service doesn’t work as it was explained to her. Ms. wanted to cancel right away and was told she would still be responsible for the whole bill of $300, she was not willing to accept that since she only had service for six days.
Frontier has investigated the above statements and offers the following response:
Frontier found that Ms. has had a technician that has repaired the issue and the service is working now as she expected it to. Frontier found that the order for the service to be disconnected on November 22, 2019 has been cancelled. Frontier issued a courtesy credit to Ms. account in the amount of $75 as a courtesy for the hassle and bad customer service she received, while not getting what she was paying for. Frontier spoke to Ms. on November 13, 2019 and gave her this information and she is satisfied at this time.
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: Jacey Dorman Department: Customer Specialist
Telephone Number: 1-844-320-4445, Ext. 1122518 Fax Number: 518-773-3717
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
Hi,
I tried multiple time to cancel my association with Frontier. It's been nearly impossible. I've canceled my service on before 9/12/19. There were no active service as far as I was concern. I've made my final payment of $70.17 on 9/13/19 to settle all remaining charges. I even called in to make sure there were no outstanding charges. The person on the phone assured me there would be no additional charges. However, on 9/28/19, I received a bill for $56.72. I called in right away to dispute the charge. The person on the phone told me that it was an error. They told me there shouldn't have been a charge because there was no service to that account. They assured me that this charge would be taken off in the next billing cycle. The billing cycle ends on 10/22/19. I went back in to the account online to double check today (10/26/19) to see if the charge has been taken off. It has not. It still shows the amount of $56.72 being on there. I've called in again and they can't seem to take the charge off. Even though the person on the phone admit to seeing there was no service.
I just logged in today (11/4/19) to get the account number for filing this complaint. Once I logged in, I noticed another charge. And this time it's for an additional $186.81!!!! I can't seem to cancel their service! Please help!!!
I would like the Frontier to take the charge off and take all of my information off of their system. I do not want Frontier to have any of my information. I'm very afraid that this will affect my credit negatively if I don't pay. This seems like blackmail tactics to squeeze money out of former customers. What can I do?
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he has a billing Discrepancy with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that on November 5, 2019 we issued the appropriate adjustment.
Frontier has scheduled a follow up to ensure all appropriate credits have been issued.
Frontier has provided direct contact information if Mr. has additional concerns.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 13945180. I spoke with one of their representative on 11/7/19 around 2pm PST. The rep told me that he was going to look in the matter and will get back to me. On 11/8/19, he followed up with a call to let me know that he has figured out the issues. He had the company credit back the account to reflect the erroneous charges in the amount of $238.64. However, due to an additional error in the process, the full amount of $243.53 was not taken off correctly. As of right now, there's still is an amount of $4.89 on "my account". (An account which I've requested to be deactivated 2 months or so ago.) The rep did explained to me as to why there was a charge in the first place. This was an error on their part not recognizing there was 2 phone lines in the house that needed to be deactivated. (even though I was very specific during my initial call to have EVERYTHING under my account deactivated)At this point, the rep told me that the $4.89 will be taken off AFTER this next billing cycle. Which will happen POST 11/21/19. Even though it's a "small amount", my concern is that they do not follow up and correct this properly. I'm afraid that if I don't stay on top of this, this charge will remain and I will get negatively affected by this on my credit report. So I guess the only thing I can do is stay on top of this and wait until 11/22/19 to see if the $4.89 has been taken off. Thank you to the Revdex.com for acting so quickly to get someone from Frontier Communication to get back to me. My numerous attempts prior to my complain filing was unsuccessful. Contacting the Revdex.com was definitely the right move. Thank you again and I will reach back out if that $4.89 is not resolved appropriately. Regards
I renewed my cable subscription with Frontier Communications, order number *** with our local Frontier store. Brad was the consultant. Gave us a copy of the contract for one year at $121.98 plus tax. We get an email 3 days later telling us our new bill is $207.91 with tax. Its called bait and switch. I've been in contact with their corporate office in Conn, and thy told me that they will not abide by my contract. I have it in writing.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises his email confirmation does not match the price quoted. Frontier has investigated the above statements and offers the following response:
Frontier advises we provided Mr. the amended quote as soon as this was brought to our attention. Frontier Communications, like all telecommunications service has competitive pricing. If a quote you receive is inaccurate it is the consumer’s responsibility to advise us and it is Frontier’s responsibility to provide you a new accurate quote. Frontier cannot offer you or any of our customers a unique price point. This information is explained extensively in our Terms of Service which can be located at WWW.Frontier.Com. As a consumer it is well within your rights to bring this to another party for review if you would like. We appreciate the feedback and will address any and all coaching opportunities that may help us improve from this experience. Frontier appreciates your time and patience. Frontier has confirmed Mr. has been provided the appropriate credit on the current bill, and has a disconnection order already in place.
Frontier has advised Mr. of the above.
Frontier has provided direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
I am currently billed for a router/equipment rental at $10 a month. I purchased my own router and was told by a frontier representative to return my equipment, which I have done with documentation from UPS. A month after returning my router I viewed my bill and the router rental charge was still on my bill. I called and talked to the Frontier customer service representative and was told they could waive this fee this time but could not take the rental charge off my account going forward and I would need to call every month to get the router rental fee off my account. This is contrary to what I was told signing for Frontier Internet Service, as I was told that I could bring my own equipment and not pay a rental fee. This seems like an unfair burden to place on me or any consumer to have to call to have a rental fee taken off an account every month when I don't have any of their equipment
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
Mr. is stating that he was told to return Frontier equipment and that charges will be taken off the account. Mr. states that he is still being billed for router fee after returning the router last month. Mr. wants router charges to be permanently removed from the account or be released of the contract.
Frontier has investigated the above statements and offers the following response:
Mr. agreed and accepted to take the promotional discount towards router charges at the time service was ordered ($5.00 off the router charges) Router Promotion REQUIRED the customer to lease the Router with two year contract. Only customers choosing Lease Option were eligible for Half Off Router for 12 months. This agreement included that for the second year of the contract router charges will be $10.00 per month. Mr. could have purchased the router from Frontier at time of sale instead of lease.
There are no “bring your own router options” with Frontier as Frontier’s technical support is unable to assist with service issues if customer is not using Frontier router.
Mr. is welcome to get the router from Frontier as Frontier is unable to remove router charges from billing. Mr. has my direct number to reach me, I will be happy to arrange shipping of modem. Mr. can also speak with technical support and ask that router be shipped to him.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
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.
I have purchased the exact router that I had been renting from frontier. I do not need to get a frontier router just to have them charge me $10 a month. Again, from the beginning, it was never communicated to me I would not be able to return the equipment and have the rental fee stopped and to the contrary was told I could return the equipment. As evidence that I am currently using Frontier internet, I have a router that works, the exact model I was renting, so there is no issue with receiving the internet service. I was told by the agent when I signed up for the service as well as the agent that sent me the return kit it I would have the charges stopped and I would like for you to keep your verbal contract. If you are not able to keep your verbal contract, that is a breach and therefore the 2 year contract invalid.
Regards
Thank you for referring Mr.’s additional concerns to our office for review. We appreciate him bringing his concerns to our attention.
Mr. states that:
Mr. is stating that he has purchased a router and internet is working fine. Mr. states that he never knew that he will not be able to return the router. Frontier has investigated the above statements and offers the following response:
Mr. may not have any problems receiving internet service but if there are any problem or service needs to be repaired in future, Frontier’s technical support will not be able to trouble shoot as they are trained to trouble shoot only Frontier’s router. There are no “bring your own router options” with Frontier.
Mr. could have purchased router form Frontier at the time service was ordered. Mr. choose to lease which is for two years with scheduled increase in the lease pricing after one year. Information regarding contract, router being leased for two years and scheduled increase in the price of router lease after one year, is provided to Mr. every month via monthly statement and has not changed since the first bill sent to Mr..
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
In September, 2019 I was promised a free upgrade to high speed Internet. I was told that a technician would come to my home on October 1, 2019 FREE OF CHARGE to install the internet speed upgrade. While on this same service call, the technician replaced three television remote control devices, but did not inform me that I would be charged $15.00 per remote for a total of $45.00. In addition, I was charged $75.00 for the service call. In addition, I discovered that the Internet upgrade is an additional $41 dollars per month. In October, we were told we would be credited $80 for several days of no television service, we were only credited $67 - I asked for the remaining $13 to be credited, this was not done.
I called today to request that Frontier reverse the charges since we were promised a FREE upgrade, unfortunately, they denied ever offering us this promotion. Agent Terry ID#*** stated that there was no supervisor available to resolve this issue.
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 charges that he was billed for installation and equipment.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Mr. had a speed upgrade that took place on October 1, 2019. Frontier advises that when Mr.’s bill generated on October 16, 2019 he was billed $75.00 for an installation fee, $44.97 for three remotes and an increased package price difference that was also prorated.
· On November 5, 2019 Frontier applied adjustments for the installation of $75.00. Frontier also applied additional credits for the remotes, service and equipment price differences in the amount of $213.13.
· Frontier advises that as of Mr.’s latest statement on November 16, 2019 Frontier has determined that he has the correct pricing for his service bundle which was corrected on November 5, 2019.
· Upon review, Frontier would not need to apply any additional adjustments on Mr.’s account to correct the billing or service fees.
· Frontier has made several attempts to contact Mr. regarding this issue and was unsuccessful in speaking with him. 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.
Got offer a no contract offer and when the bill came I called and they said is a 2 year contract and can’t not be changed.
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 contract with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier attempted to contact Mr. to address his complaint but was unsuccessful. Frontier sent Mr. an email to the email address provided on the complaint with direct contact information to a Frontier supervisor.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.