Frontier Communications

My problems all started when I bought a house and called to have my service transferred. I had to move out of my apartment 1 week before escrow closed, so my old service address needed disconnect May 15, 2019 and new address to be turned on May 23, 2019. I had the triple play bundle (I was paying a bit under $300 a month). At this point, I have had Frontier as my provider for approximately 25 years (this move made the 4th service address of my account~first service was my house (1991-2006, lost all in house fire. 3 months later second service address~5th wheel in campground (2006-2008), transferred to apartment (2008-2019). Then onto this final address (2019-2020). The first 2 months I was billed for both service address' but the new address billing was listed in a suburb with the same name different zip code, different area code approx 500 miles away. The customer service agent saw this double billing and immediately said to put my account into dispute until they could get it all straightened out. Every month new bill, new charges, but never resolution of the double billing. I would call every month asking about the disputed portion of billing (and to voice my complaint of landline full of static 1/2 the time, internet that on days would drop me 200+ times (the #of disconnects was told to me by their tech support). Around July (?) 2019, I began being billed by Dish for their service (while Frontier was also billing for it) I was making payment directly to Dish ever since their first billing. In August Frontier transferred a large balance to Dish (who in turn billed me for the amount, which I paid to Dish (I have correspondence fro Dish verifying this part of the fiasco) Frontier never deducted this amount from their billing. So now they double billed me for their service double billing for my Dish service, (approx $500 of my now very past due balance. They still deny transferring a balance to Dish even with Dish Sr. Management verifying (so nicely wrote me a letter stating transfer initiated by Frontier and that I paid that balance to Dish). Very long story~their collections department has yelled, screamed, berated and belittled and yes used bullying tactics. I once hung up on collections department abusive service rep-he actually called back (caller ID did not show Frontier as caller) to continue his abuse calling me a liar, a cheat trying to get service without paying, etc). Even though I knew their amounts were incorrect, I agreed to a 12 month payment plan just so I could keep service on (very rural, spotty cell service,) months into that agreement, then Covid and statewide stay at home orders~it's true, April and May 2020, I only made current service payment (missed the 2 payments on past balance) in June2020 I once again was making the current and the deferred payment. In the middle of this Pandemic and after Frontier signed an agreement with numerous states promising to not cut service during this state of emergency (which I had no knowledge of said agreement until later date) my services were shut off (on top of pandemic, the day they shut me off there was a forest fire less than 10 miles from my house (Frontier service rep told me if I needed information on the emergencies close by for me to call 911 to ask for info! So here I am March 2021, Frontier still denies any mistakes on their part (oops forgot the part where after numerous repair tickets were cancelled by them, a service tech finally fixed my phone line by replacing their outdated broken wires and box outside~THEIR responsibility to maintain, less than one week of my service being shut off. Strange tho, how I was still being billed (into Sept and later) despite being shut off totally by first week of July (phone off in June, internet off in July). I have taken my bills to (and paid for myself) a CPA (I wanted verification that I was correct in my math (and following Frontiers paper trail-which surprise, they took my access to the information away from me, Thank goodness I had put all this info onto a disc (they can deny, but I have their own paperwork proving my accounting is correct). It has been a little time since shut off, but I am in no way done with this matter. Frontier has caused such problems to my health in the year and half battle, they have been so rude and out of line, to treat a customer (a disabled customer) of over 25 years with such disrespect and to use bullying tactics is not only uncalled for but it has also caused damage. This company has resorted to this kind of treatment to what appears to be many many loyal customers (knowledge gained by finding this website), in a time when you would think companies would want customer retention, yet it seems Frontier is doing all it can to run off customers. Frontiers number of customers has been in a downward spiral for a few years now~when your customer service reps are abusive, and the services you sell to them are lousy (a lot due to little/no maintenance (definitely no upgrades to the system) and absolutely no accountability on the companies part-Hey, Frontier Shareholders don't you expect a little bit of integrity from your CEO, and the rest of the higher management team?

In Early March I cancelled my Frontier service as I was moving to an are not serviced by Frontier. In April they billed me again stating that they had no record of me cancelling. Paid that bill and asked for an address to return the modem. After a month I started to try to get the situation resolved. They now say they can't help me without a passcode and there was no other way to access my account but were able to send a return label. Sent modem back and 1 month later they sent an email stating that I was being charged $107.00 for a non return. It was a UPS label dropped at the UPS Store so they have the record. Next communication was by mail from their own collection agency for the $107. Very disappointed to find out that others were not charged for not even returning their modem.
Very wrong.

Frontier is crooks, they billed me for a service i didmt have, i canceled them the end of august ansd they billed me for september too. I only owe them for15 days they billed me for 30 days, ans they arent willing to settle for the days of service theyre greedy and want to cahrge for service they didnt provide. Ill never pay them for what i didnt have. The [censored] sent me to collection! they are rip offs!

I have been without our landline for over a month. I have had frontier out here 4 times to fix it and still it may work for an hour and the stop again. I have to contact costumer service every time and answer the same questions. Our cellphone reception is very spotty so I rely on our landline. When I chat with costumer service I am online with them for 20 to 30 minutes. I am just so fedup with this company I don't know what to do next. This all started september 11, 2020.

I had Frontier Communications for ten years beginning October 2010. For all of that time the service I received and the customer service was horrible. August 2020 I was moving. I called Frontier to cancel service about two weeks before my move date of August 19. The date I told her to disconnect was August 20.
Around the first week of September I looked at my credit card statement and there was a charge for Frontier of $80.10. I called to fins out why, I was actually due a credit. The rep told me that my service was still active and it was to disconnect on September 20. I explained that this was incorrect and not what I had requested. So she put in an order to cancel at that time. She also said that Frontier no longer prorates the bill so I would be responsible for the end of my billing cycle until September 1. I was outraged. (Billing cycle is from Aug 7-Sept 1.). I called my bank to dispute the $80.10 charge and only pay half of it which would put my service at about half way through the cycle which is when I WAS supposed to disconnect. August 20.
I now received a bill for $45.26. $40.10 is the amount I disallowed and the $5.16 is for the remaining amount in my billing cycle. I refuse to pay. I spoke with a rep who completely understood my complaint. Her supervisor said NO. I spoke with another supervisor who also said I owe it. I told him that was dishonest and stealing. I am not about to pay for service I no longer had. Horrible billing practices.

I have Frontier as my Phone and Internet service. I was told that I am being charged a Rental Fee for use of their Modem. So I purchased a Frontier Modem online to reduce my Bill because I was told they would take off the 10.00 rental fee for use of their equipment . I reviewed my bill after they received their modem back and I am still being charged a 10.00 fee. Now they are telling me that they can not take that fee off because it is not necessarily a equipment rental fee, but a maintenance fee to insure their clients are getting the correct speeds. But on their bills it states it is a equipment rental fee. The Customer service manager stated that they can not take that fee off because they charge that fee to everyone no matter what and that every company charges that fee, which is also a lie. I believe there should be a class action lawsuit filed against this company. If clients are being charged for equipment they are no longer using. then they are defrauding their customers.

I booked a flight back in february for march flight.
Frontier airline informed me by email that they will be canceling my flight due to covid19.
I called customer service asking for a refund and was denied but was given a credit voucher with a 90 day expiration date (which was not my choice).
I called several times to ask for an extension due to the pandemic we are now on and was met with hostility and hung up on several times.
So I decided to book a flight the day before the expiration date (not wanting to) so I wont loose my credit but could not book it on line due to it saying that the was an error.
I called customer service again and was once again given a attitude and told bluntly no extension, when I ask to speak to the manager I was hung up on.
I payed for travel insurance and frontier does not honor it.

Also I tried to claim my miles as instructed on the email and all I got was a response that says it was not live.

Date of incident: 3/1-3/17
Client number:member #: [protected]
Desirable resolution: flight credit or voucher

Thank you for your attention to this letter
Hope we can come to some arraignment

Carlos batista

In March 2020, I wanted to upgrade our Internet from 50/50 to something with higher speeds.
Quoted one price over the phone, got different price on the bill two times across 3 different people at Frontier. This is an organizational problem - not 1 person.
Due to not published clear pricing as an existing customer of their internet speeds,
and terrible customer service experience. I will be looking to switch internet service providers. New customers beware! This is the only recourse I have as a customer is to use my voice to warn others.
This will be reported on every review site and will be reported to the better business bureau related to COVID-19 and is price gouging. I believe
that due to COVID-19 they didn't want to honor the price and updated it to $115 behind the scenes given the high demand for internet.

History with Frontier:
We were originally Verizon customers in 2010 through 2016. We were switched to Frontier in April 2016 when they acquired Verizon.
Up until the below, we've never had to interface with
Frontier at all. We are only Internet customers.

Timeline:
Mid-March called about Internet Updates to 100/100, 250/250, 500/500 or Gigabit. I wanted New Customer pricing or would switch (almost half the price per month
compared to existing customer pricing).
Was quoted on the phone the following:
- 100/100 upgrade can be done without Tech. coming inside the home. (During COVID-19)
- For just $70 a month (our best deal for existing customers and isn't available for new customers), you get gigabit (1000/1000). Required tech to come inside home.
Being uncomfortable with someone coming inside home, i decided to go with 100/100.

Couple Days later:
I changed my mine to wanting the Gigabit service. I called Frontier back and said i wanted the $70 per month gigabit offer for existing customers. I scheduled a time for the tech to come out
on 3/30/2020 (monday) from 8am to 12pm. I noted the ticket # for this service.

On 3/30/2020 early afternoon:
I called Frontier asking why they haven't come, and gave my ticket #. They said thats not your ticket #, here's your real ticket # and they will be there on 3/31/2020 (Tuesday) between 1pm and 5pm.
- Common Sense: They messed up, and rescheduled it without communicating to the customer. No call, nothing.

On 3/31/2020 @ 12:30pm:
Technicion shows up without warning and installs. No issues, really profesional tech. He even showed up early.

4/25/2020 (First Bill!)
The bill shows up for $115 a month for gigabit.

4/26/2020 (4pm):
I called Frontier. They said thats the price, not sure why they quoted you $70 - twice. "They're stupid." They agreed its my word vs theirs since prices are not clearly published online for existing customers.
I decided to downgrade to 500/500. The price per month before taxes is $75 per month.

I asked to be refunded the prorated amount of the $115 between 3/31 to 4/26/20. The supervisor declined.

4/26/2020 (6pm):
I received an email from Frontier for the service change and my new bill says its 500/500 and $85 a month!

Are you kidding me?

My mom and I are responsible for the local phone service. We have a package which includes phone service, email, voice mail and called id.in the past 6-8 months our bill keeps going up $5-6 per month. We never received the bill. I only use the internet because I work and I have a cell phone. We don't use the phone much, but we need it because we live in a rural area, (Dolan Springs) and unfortunately Frontier is the only one to service our town. If I had a choice I wouldn't deal with Frontier. We have been customers for 21 years, and their service is very bad. This past month we paid $96.68. When you call their company they never seem to know what they are doing.

I think someone should be overseeing their service.

Thank you,
Aura Ramirez
Anna Marie Menendez
[protected]

For the hundredth time, I was cut off, told that they were there to help solve my problem... Then disappear, fix my problem, an quit billing for no help, no service... 2/18/20 I contacted frontier, letting them know I was moving an wanted my service to continue at my new address. I was told someone would be at at my new address 2/24/20 an needed to be there when someone showed up, no one showed... Called again.. An someone was to be here on 2/26/20, same thing waited all day, no one showed up again... Called again... A nice frontier fellow had told me, someone would be here the following day 2/27/20... No one showed up for the 3rd time. After wasting hours on my tracfone, I was told someone would be here for sure the following wk. 3/?/20. An for the 4th time no one showed up, an still being charged for service at my former address. This is a form of abuse put on me by frontier. Frontier has never tried to make contact with me regarding this problem, but I see they are billing me again, to never have frontier right their wrong. I had been a loyal customer for at least the past 20 yrs, or when ever frontier bought verizon out. Very, very poor service/non-service. This mess frontier created for me... Has wasted my time, money an mind. The people that know, the poor service an treatment I have received... Will never call on frontier for their service provider. I "had" been happy with frontier's service... Before this nightmare fiasco. Annette M. Kerns, bd 11/2/1962

Complete rip off and intentional horrible customer service. I set up automatic payment because I keep getting late fees. The following month they cut my cable off. I call & get it turned back on and pay it manually. Following month they charge me 2 late fees again after telling me they wouldnt. I call and they refuse to take it off & I as to speak to a supervisor and after waiting almost 2 hours no one comes back and it hangs up. We could continually hear them hot buttons on the phone now and again as if they were checking if we were still there waiting. Not to mention they did a call back when we initially called so we would have to wait. We answer the call back and we get automatically out back on hold for over 10 mins. Then another hour and fifty two minutes to get hung up on. Now another 35 plus. I had autopay set up. Im not paying $38 for your mistake. I also don't appreciate how they did us. Its very rude and disrespectful.

My mother passed away May 2019, notification was given and multiple death certificates have been mailed. Have now been sent to collections. Horrible customer service no one is capable or able to provide a formal grievance process.

Also prior to my mothers passing I called as she was being charged for high speed internet yet, yet could not hardly surf the internet, download or stream movies. Customer service stated they couldn't do anything but did see that the speed she was receiving was way below standards and could not adjust her bill to reflect the services not being of any quality.

I have had multiple unpleasant experiences with this company. Weeks to get a technician out, technicians don't show up, but most of all they lied to you. I have had multiple situations, including my most recent, where they made a mistake which caused my payment arrangement not to be met. I was told that I would be credited back the $35 disconnect fee because they disconnected my service even though it was not my error. I was also told if I needed to make a future payment arrangement this would not be an issue since it was not my fault.I was told it was being documented as we spoke, have the representatives name etc. When I called back to make a payment arrangement, I was told I could not make a payment arrangement because I was late. When I re-explained the situation and said it should be in the notes, as I said there were no notes, they did not credit me back the $35 disconnect fee and were very rude to me. I have been with this company for seven years, mainly because it's one of the only options where I receive decent service where I live, but I'm about to disconnect their horrible service, which is actually one of the highest priced out there, and go With an antenna, which you can have installed in your home and I'm going to stream all of the channels that I want which is about 75% cheaper. Save yourself some time and do not sign up with this company! They also make it very difficult to cancel their service and their online portal no longer shows you your actual bill copy, they have lied to me multiple times and then argue with you when you try to explain what you were told on the phone. They also say that their calls are recorded, and then tell you they cannot pull up calls because they are not recorded. Horrible horrible company!

I called to have our wi/fi internet looked at it was not working. I made an appointment for them to show up on Thursday the 13th. the tech came on Tuesday the 11th and said the problem was fixed. It was not. still no internet and now our landline also is not working. I called Frontier after I got home from work and was told that our original appointment would be kept. As of 2pm today no one has shown up. when I went on line and chatted with customer service I was told that an appointment was scheduled for friday between 8am-noon. I said I was angry because of the no land line and it was like it didnt matter that it wasnt working there was nothing more than can do it was at dispatch and dispatch would handle it. I would not recommend frontier to anyone. where I live we have very little choice about certain things and land lines and internet are a couple of hard ones.

I had a technician pass me on a 2 lane high way at 70mph when the speed limit is 55mph I was already going 60 and this is uncalled for I don't care what kind of problems this company is having driving like that puts everybody at risk maybe if they want their drivers to drive that way then they should use red lights instead of Amber lights I'm glad I have never actually felt with this company

I don't know how this company is still in business. I had 436:44 taken out of my account for internet service. I spent the entire day trying to get my money back. They said it will take 3 to 5 business day. The week of Christmas . I had to borrow money for food and gas and to buy Christmas presents. All I got was computer glitch. The tech went to the wrong house for installing my new service . He did call or ring the doorbell like a normal person. I called frontier center and they said he came out. I asked what was his name no name according to the rep. Anyone can say anything. They are all a bunch of low budget liars and very unprofessional people who have no business working in a establishment for customers.

we got frontier internet this year. it was fine for awhile then wouldnt work. replaced the modem, tech came out. suddenly this modem is not working properly, need a tech ( 75.00 per visit). i believe they are messing with the dns server. i had to unplug the modem for 30 seconds...but the chat forum never disappeared from screen and 'david' still typed messages. i think im being cheated.

Like so many other complaints where do I begin...
So I don't get a stroke from high blood pressure I will simply say DO NOT get frontier.
NIGHTMARE would be and still is the experience I have had with this 2 company bundle with frontier telling me I did not bundle with them.
Ahhh, direct tv did a bundle with frontier...I am the poor gentle soul that had a breakdown from this bundle so don't redefine my reality.
Bottom line is direct tv finally made it right on their end, frontier refuses to adjust my bill. I had to stop auto pay, that cost me $5, because they reached into my checking account 2 weeks into service, no bill online, no mail bill, which I am demanding now, another $5 in cost, stating I stared service in October when I started service November 11.
I had to stop pursuing customer service because they broke me emotionally. Lies, lies and more lies...my WiFi not working, finally did a speed test thru apple and did a screen shot then they brought it up to speed I was paying for but a month of hell, nobody cares in whatever country I was calling to fix problems. One guy laughed because I called 42 times in less than one month!
Dangerous company, stay as far away as possible!

Internet TV land line customer service premium tech-support

My modem was hacked in August I have been calling and dealing with premium tech-support, Customer service, billing, F secure, all of which have no idea what the other one is doing Nobody seems to know what every department does or where to transfer somebody to the correct department without putting them on eternal hold or bumping them back into the queue because they don't want to deal with it themselves! Premium tech-support cannot read the notes From frontier communications because they are third-party provider through a Schurian Frontier tech-support and billing and customer service cannot read premium tech-support notes because they are different company a third-party provider I have spent hours on the phone with premium tech-support in the month of November trying to clean and reset all of the devices in my house all of my smart devices were affected by the hacker we spent hours and less hours after telling me that we're ready to go as soon as I reboot my computer and my iPhone which were also hacked To call back and they would finish the set up of F secure I would have a VPN password protection extra security blah blah blah my bill is 200 and some dollars a month it is now December I have been without Internet or any smart device on in my home since the beginning of September and I have an $896 bill that I'm supposed to pay for? Their motto is
"It is your right and our duty under federal law to protect your information and privacy." That's the biggest load of crap I've ever heard I'm on my sixth modem that's been hacked second laptop second printer to land lines no more home cameras and no smart TV because they were watching me through my cameras and my TV they even tried to contact my thermostat they were in every wireless device be warned this company will not protect your privacyAnd they will not help you get through it because they don't care and they will charge you As if they were your own private hacker protectionI have sat on hold even with being in tech-support up to three and four hours in the queue if I listen to the song one more time I'm going to slit my wrists the problem is they have the monopoly on FiOS in this area spectrum is much less expensive but I'm concerned about going back to cable not sure what to do looking for a black hat to Permanently eliminate my hacker!Since two reports that the FBI and the sheriffs report as To be useless they've destroyed my nonprofit business they've ruined my credit They hacked my neighbors for thousands of dollars they've rerouted calls and impersonated Canon printer support they have listening to my phone calls rerouted my text messages hacked my Gmail account hacked my Facebook page and they've ruined my life thanks to frontier communications Internet support system And routers without access to any of my business accounts or emails which they've locked me out of my cannot do my job with my business thank you Frontier thank you hackers who have no life I would rather have somebody else's life and steal from others and make money on your own with those smart intelligent brains that you have!
Be warned! anybody with an android!
Go to your settings, apps, Google play services, permissions and then click in the right corner at the top on the three dots and read what you You have a greed to with Google that is how I was hacked google play services they use calendars they use maps they use. The gaming apps and the finder folder. They clone your phone they can clone websites they try to reroute my mortgage payment with a fake mortgage bank account on the Internet that was exactly like the real one this is the world we live in protect your children because that's how the pedophiles and the human traffickers are finding your children!
I have 3 inches thick of evidence in a folder with screenshots and nobody cares Windows 10 is easily hacked using lock app.exeYou can with all of this up on the Internet about maps and games and hacking and for those of you who think that an iPhone can't be hacked you're wrong I have reset my iPhone three times which is my fourth cell phone now four times with new IDs and passwords and now APPLE wants my phone finally

My service was disconnected and I nEver received an email beforehand warning me service would be suspended if my past due amount wasn't received by a certain date. I was signed up for autopay so I thought everything was fine. My internet stopped working and I thought it was a technical problem. Nope! Service suspended. Called Frontier and it was a nightmare. Representative transferred me in mid call because she didn't want to deal with my issue . Called back and finally after almost 15 minutes I was able to pay my bill! That's all I wanted at that point was to pay my bill.
Your internet service is awful and your customer service is doubly awful. Thanks for a stressful Friday. Have a great weekend.
Amy Buhr
Account: [protected]