ComplaintsforFrontier Communications

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled Frontier internet and youtube TV services on 11/28/2023. The estimated amount for the final bill was $85.98, which I paid on 12/4/2023 (see attached cancellation confirmation and last payment PDFs). Despite paying the outstanding amounts, I was erroneously billed by Frontier for an extra month of YouTube TV services AFTER my services had been confirmed as canceled. I am not responsible for these charges due to their internal billing error. The remaining balance that Frontier claims is due is a ‘restocking fee’ for Frontier equipment that I am not responsible for. Frontier technical support misdiagnosed their network error, and insisted on sending me a Frontier modem that would solve the network issue, which it did not. Frontier’s modem was never able to be activated on Frontier’s network and therefore completely unusable. Despite spending hours troubleshooting with technical support, the equipment was never functional and I had no Internet connection for weeks. Therefore, I am not responsible for a restocking fee on equipment that does not work, and has never been used. In the end, I had to cancel my service because they weren't able to provide internet access for weeks. When I canceled my service, Frontier said that I would be able to contest the restocking fee in writing after my account had been closed. When I contacted support about contesting charge, they said that this information was incorrect, and there is no way to contest this charge. After several many attempts at contacting Frontier (via chat and phone), a representative told me that the equipment had been received and that she would ‘zero out’ my account, and no additional balance was due. Due to my experience with Frontier and all of the false information that I received, I called again to confirm about 1 week later and the representative told me that yes, the restocking fee and youtube TV charges had been removed, my balance was zero, and that this amount had NOT been sent to collections.

  Business response

  06/21/2024

  Complaint Number: ********
  Received Date: June 7, 2024
  Closed Date: June 21, 2024
  
  
  Thank you for referring the complaint to our office for review. We appreciate ****** ***** bringing this matter to our attention.  
  
  ?The Complaint states that:? 
  *** ***** states that he canceled his Frontier and YouTube TV services on November 28, 2023 and was billed for another charge of YouTube TV on his December statement.
  *** ***** states that Frontier charged a restocking fee which he doesn’t believe he should be billed as Frontier sent him a modem he did not request or need. ? 
  
  Frontier has reviewed the above statements and offers the following response:  
  An Office of the President representative has attempted to contact the consumer regarding billing concerns.
  Frontier records indicate that the YouTube TV charge on *** ******* December 9, 2024 billing statement was for the services used in November as YouTube bills in arrears.  
  Frontier advises Our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service.
  Frontier advises at the time of disconnection when equipment is required to be returned a restocking fee applies to cover the expense of returning such equipment to inventory, which includes logistics, shipping, and refurbishing costs. For details, visit *************************.
  Frontier has made several attempts to speak with *** ***** and has been unsuccessful and has provided direct contact information for the future.  
  
  We trust that this information will assist you in closing this complaint. 
  
  
  Regards,
  Frontier Executive Support Team

  Customer response

  06/21/2024

  I am rejecting this response because:   
  

  The equipment furnished by Frontier (at their urging, not by my request) was faulty and incapable of connected to their network, evidenced by days of unsuccessful attempts by their technical support experts.  A customer is not responsible for restocking of fault or defective equipment that was never usable. Does Frontier expect customers to keep the faulty equipment with no internet connection and just keep paying for the monthly connection fee? I’m interested to hear what the resolution should have been.
  

  Furthermore, their response is inaccurate. I contacted Frontier on Thursday June  21st at 11:55am leaving a message when Chris did not answer his phone. Frontier did not respond to my message to discuss the matter and instead attempted to close this complaint without any additional information.

  Business response

  07/11/2024

  Complaint Number: ********
  Received Date: June 7, 2024
  Closed Date: July 11, 2024
   
  
  Thank you for referring the complaint to our office for review. We appreciate ****** ***** bringing this matter to our attention.  
  ? 
  ?The Complaint states that:? 
  • *** ***** states that he canceled his Frontier and YouTube TV services on November 28, 2023, and was billed for another charge of YouTube TV on his December statement. 
  • *** ***** states that Frontier charged a restocking fee which he doesn’t believe he should be billed as Frontier sent him a modem he did not request or need. ? 
  ? 
  Frontier has reviewed the above statements and offers the following response:  
  • An Office of the President representative has contacted the consumer regarding billing concerns.
  • Frontier records indicate that the YouTube TV charge on *** *****’* December billing statement was for the services used in November as YouTube bills in arrears for their services.  The YouTube TV charges are valid and have been sustained.
  • Frontier advises that the Equipment Restocking Fee helps to cover the expense of returning Frontier provided equipment to inventory, which includes logistics, shipping, and refurbishing costs. 
  • Frontier has issued an adjustment for the Restocking Fee as a courtesy which can take up to one bill cycle to reflect on *** ******* account. 
  • Frontier attempted to contact *** ***** and provided the above information and has provided direct contact information for the future.  
  ? 
  We trust that this information will assist you in closing this complaint.  
  
  
  Regards, 
  Frontier Executive Support Team

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called and cancelled my internet service on 6/3/24. I was informed that there is a $50 "re-stocking fee" for sending back the router that I probably have paid for 10 times over renting your router over the years. I was also informed that I would be charged for next month services on a bill that wasn't even due yet. I asked the representative "why you would charge me for service I wouldn't even receive"? and she stated that it is in the terms of service, even though I have no contract. Well, I looked and cannot find any verbiage that states this. I would like my final bill of $94.36 to be waived. (see attached documentation for billing and account info discussed above) And to answer the question from the BBB while filing this complaint.... Yes, I am willing to discuss this with the media!

  Business response

  06/19/2024

  Complaint Number: ********
  Received Date: June 5, 2024
  Closed Date: June 19, 2024
   
  
  Thank you for referring the complaint to our office for review. We appreciate (first name, last name) bringing this matter to our attention.  
  ? 
  ?The Complaint states that:? 
  • *** ******** states that Frontier advised of a $50.00 equipment restocking fee when canceling his service on June 3, 2024.? 
  • *** ******** advises he must have paid ten times over renting the router provided by Frontier.
  • *** ******** states he would have to pay for next month's service on a bill that has not been printed yet.  ? 
  ? 
  Frontier has reviewed the above statements and offers the following response:  
  • An Office of the President representative has attempted to contact the consumer regarding billing concerns.
  • Frontier records indicate that a bill message notification was included on *** Davis’s February 2023 advising of the charge starting on March 13, 2023. 
  • Frontier advises?that the Equipment Restocking Fee helps to cover the expense of returning Frontier-provided equipment to inventory, which includes logistics, shipping, and refurbishing costs. 
  • Frontier advises *** ******** did not pay any rental fees for the equipment he was provided with and was only charged on his last statement for services from May 14, 2024 to June 3, 2024.  
  • Frontier has made several attempts to contact *** ******** without success and has provided direct contact information if has any questions or concerns.  
  ? 
  We trust that this information will assist you in closing this complaint.  
  
  
  Regards, 
  Frontier Executive Support Team

  Customer response

  06/19/2024

  Not happy, but I will still settle.

  Customer response

  06/19/2024

  I just checked today and the $50.00 fee was put back on my bill so I DO NOT WANT TO CLOSE THIS COMPLAINT AFTER ALL UNTIL THEY TAKE IT BACK OFF!!!!

  Customer response

  06/19/2024

  >>The statement from Frontier is false: "•Frontier advises *** ******** did not pay any rental fees for the equipment he was provided with and was only charged on his last statement >>for services from May 14, 2024 to June 3, 2024".  

   

  I WOULD LIKE TO RE-OPEN THIS CASE AS IT IS NOT RESOLVED!

  Customer response

  06/21/2024

  ****re-submitted BBB complaint due to $50.00 put back on my bill when it was deducted previously***** I called and cancelled my internet service on 6/3/24. I was informed that there is a $50 "re-stocking fee" for sending back the router that I probably have paid for 10 times over renting your router over the years (yes I have the bills showing this router fee in the past). I was also informed that I would be charged for next month services. When I called and asked the representative "why you would charge me for a service I wouldn't even receive?", she stated that it is in the "terms of service", even though I have no contract. Well, I looked and cannot find any verbiage that states this. I would like my final bill of $94.36 to be waived. (see attached documentation for billing and account info discussed above). A full credit of $94.36 is the only way for me to have this resolved. Note: I will not accept any phone calls in regards to this from Frontier, only emails will be accepted, or post your responses here.

  Billing Adjustment

  Business response

  06/26/2024

  Complaint Number: ********
  Received Date: June 22, 2024
  Closed Date: June 26, 2024
   
  
  Thank you for referring the complaint to our office for review. We appreciate (first name, last name) bringing this matter to our attention.  
  ? 
  ?The Complaint states that:? 
  • *** ******** states that Frontier advised of a $50.00 equipment restocking fee when canceling his service on June 3, 2024.? 
  • *** ******** advises he must have paid ten times over renting the router provided by Frontier.
  • *** ******** states he would have to pay for next month's service on a bill that has not been printed yet.  ? 
  ? 
  Frontier has reviewed the above statements and offers the following response:  
  • An Office of the President representative has attempted to contact the consumer regarding billing concerns.
  • Frontier records indicate that a bill message notification was included on *** ******* February 2023 advising of the charge starting on March 13, 2023. 
  • Frontier advises?that the Equipment Restocking Fee helps to cover the expense of returning Frontier-provided equipment to inventory, which includes logistics, shipping, and refurbishing costs. 
  • Frontier advises *** ******** did not pay any rental fees for the equipment he was provided with and was only charged on his last statement for services from May 14, 2024 to June 3, 2024.  
  • Frontier advises that no additional information has been presented to deviate from our original response.
  • Frontier has made several attempts to contact *** ******** without success and has provided direct contact information if has any questions or concerns.  
  ? 
  We trust that this information will assist you in closing this complaint.  
  
  
  Regards, 
  Frontier Executive Support Team

  Customer response

  06/26/2024

  I am rejecting this response because:   Charging me for an extra month even after disconnecting my service is wrong.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Frontier charged me $50 equipment restocking fees upon service cancellation. This is for returning modem after more than 3 years of using it but, even more important, these fees no listed in my Service Agreement with Frontier. Please, see attached Terms and Conditions, service termination rules on page 13.

  Business response

  06/17/2024

  Thank you for referring the complaint to our office for review. We appreciate *** ********** bringing this matter to our attention.  
  
  ?The Complaint states that:? 
  
  *** ********** wanted to have the restocking fee removed.? 
  
  Frontier has reviewed the above statements and offers the following response:  
  An Office of the President representative contacted the consumer regarding (service/billing) concerns.
  Frontier advises?that the Restocking Fee is part of our terms of service. This fee applies per household when Internet is disconnected. It helps cover the expense of arranging for the return of equipment to inventory, including logistics, shipping, and refurbishing costs. For details, visit *************************.
  Frontier advises that we spoke with *** ********** on June 17, 2024, and advised of the above.
  
  We trust that this information will assist you in closing this complaint.  

  Customer response

  06/18/2024

  I am rejecting this response because: restoking fees were not part of service agreement.

  I specifically asked Frontier representatives (twice!) to show me where restocking fee listed in service agreement and each time, they were referring to restocking fees due to equipment return when starting service. There is nothing in service agreement about restocking fees when service cancelled after using service for a few years. It is specially making no sense when applicable to few years old equipment, old router, that I returned to Frontier, cost less than fees for its restocking.

  In regard to suggestions on moving forward, I have two ideas. First, Frontier should make it clear (clearly written in Service Agreement) that regardless of how long equipment will be in use upon service cancellation Frontier customer will be charged with restocking fees and what amount it will be. Second, since as of now, Frontier failed to satisfy first condition restocking fees should be waived.   

  Business response

  06/20/2024

  Thank you for referring the complaint to our office for review. We appreciate *** ********* bringing this matter to our attention.  
  
  ?The Complaint states that:? 
  
  *** *********i wanted to have the restocking fee removed.? 
  
  Frontier has reviewed the above statements and offers the following response: 
  
  An Office of the President representative contacted the consumer regarding (service/billing) concerns.
  Frontier advises?that the Restocking Fee is part of our terms of service. This fee applies per household when Internet is disconnected. It helps cover the expense of arranging for the return of equipment to inventory, including logistics, shipping, and refurbishing costs. For details, visit *************************.
  Frontier advises that additional notification was sent to the customer on their bill of the increase in the cost of the existing restocking fee back on the February 13, 2023, statement.
  Frontier advises that our position on the matter remains the same.
  Frontier advises that we spoke with *** *********i on June 20, 2024, and advised of the above.
  
  We trust that this information will assist you in closing this complaint.  

  Customer response

  06/26/2024

  I am rejecting this response because:  I asked Frontier many times where (like what page and what text) in Service Agreement they have statement about Restoking Fees upon service cancellation after many years of usage and they never pointed to such statement(s). I attached Service Agreement to this compliant and noted section relevant to service cancellation, there is nothing about restocking fees.

  In any case, if Frontier refer to FAQ as reason for Restocking Fees, then they just must return these fees immediately since nobody should be allowed to charge Customers based on information provided in FAQ. These fees must be part of Service Agreement, or they should not happen at all.

  I should also notice that Frontier have strange policy in regard to responding to BBB requests: representative will call me and tell me that they disagree with my request without providing any new information. What it is the purpose of these calls? - It is totally useless and kind of disrespectful to BBB, they just wasting your and my time. If they have nothing to say they should not be making useless calls.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I currently have local and long distance telephone service with Frontier and I have been paying for this since January (see attached). As of this morning my long distance service has blocked by MCI. I cancelled long distance service with MCI in January 2024.

  Business response

  03/26/2024

  March 26, 2024
  
  
  Dear Better Business Bureau,
  
  Thank you for contacting Verizon’s Office of Executive Relations regarding ***** ********* complaint.  In her complaint, received on 03/26/2024, Ms. ******* reports a disruption in her home service with Frontier Communications.
  
  Upon further review, we’ve determined the customer’s concern should be addressed by Frontier Communications.  Per Better Business Bureau guidelines, please forward.
  
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  Sincerely,
  
  Verizon Executive Relations

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After spending hours on the phone and in chat rooms over a dispute about delays by Frontier to get on the ACP Program they told me the program was closed by Frontier. I finally accepted a deal that was offered and confirmed by Frontier (see attached documents). I have received a new invoice from Frontier in which the accepted deal was not honored. Would appreciate your help in this matter.

  Customer response

  03/14/2024

  Talked with a rep from Frontier on the phone this morning for approximately an hour and a half. Hopefully the issue has been resolved, but will not know for sure until the next billing cycle. Enclosed please find documents as to what was agreed upon. Will contact you again if there is any change. Your assistance is greatly appreciated.

  Customer response

  03/15/2024

  I thought as of 3-14-2024 after spending an hour and a half on the phone with a rep from Frontier that this matter was resolved. Today (3-15-2024) I received a text message which I have attached stating it is not resolved but still being approved. Would appreciate it if you could contact them again to try to resolve this matter on my behalf. Your assistance would be greatly appreciated.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have made 7 payments to Frontier Communications (** *** **** *****, Florida) over the last 5 months. Please see attached documentation of proof of the payments. When I called about my payments not posting to the correct account they tell me they can't find my account. I no longer have an account with Frontier. It was bought by ***** Fiber. However, they received my money as proven in the provided documentation and I would like it refunded. Where do payments go that are not assigned to an account?

  Business response

  02/29/2024

  Thank you for referring the complaint of Ms. ********* 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 on February 19, 2024 we received electronic correspondence from **** ***** * ********** advising that they were contacted by their customer regarding 7 payments sent to Frontier in error, ticket number *****. The account is listed under **** *********.
  A **** ***** representative requested that Frontier assist in locating the payments and returning the payments back to **** ***** * ********** at **** ****** ***** ***** *** ********** ** *****.
  Frontier advises that the payments were located. On February 26, 2024 the payments were mailed back to **** ***** * ********** at the above address as requested.
  For additional information and inquiries, please contact **** ***** * ********** at ************ or email *******************************, fax# ************.
  On February 29, 2024 I left a message for Ms. ********* 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

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Frontier Communications told me that I was up to date on my bill a few weeks ago and is now charging me a past due premium fee today because it's "past due". I already paid 50$ for this months service and now apparently owe them 128$, even though they told me in writing that I didn't owe them anything two weeks ago (see attached) All I want is this months bill fee taken care of and waived because Frontier TOLD me that I didn't owe anything and then I'm hit with a past due fee which in my opinion is NOT on me when they told me that I didn't owe anything, I have given them EVERY opportunity to remedy this and they are still telling me it's not their fault, pay them 130$. I'd like to actually speak to someone that might be able to take care of this, as I hope submitting ALL of this to the FCC and BBB will helpfully advocate for me as a paying customer and assist me in having this problem taken care of. I am strongly considering ending my service with them and I am not happy with any of how their representatives have treated me thus far.

  Business response

  02/19/2024

  Tell us why here...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. ***** states he was advised by Frontier that he was up to date on his payments; however, his current bill shows a past due balance and a late fee. 
  •Mr. ***** states he already paid $50.00 for this month’s bill and has now been advised that he owes an additional $128.00. 
  •Mr. ***** is requesting that this month’s fee be waived.
  
  Frontier has investigated the above statements and offers the following results of the investigation:
  
  •Frontier records show that Mr. ***** was advised that his balance is $128.12, which covers the January and February statements. 
  •A statement was sent to Mr. ***** on 1/8/24 with a balance of $58.59 due 2/1/24. Frontier has not received a payment for the January statement.
  •A statement was sent to Mr. ***** on 2/8/24 with a total balance of $128.12. This includes a past due balance of $58.59 from the 1/8/24 statement and current charges of $69.53 which include a $9.00 late fee due 3/4/24.
  •Frontier records show that the last payment was made on 12/20/23 for $126.72 which covered the November and December statements.   
  •Frontier issued a courtesy credit of $9.00 for the late fee billed on the 2/8/24 statement.
  •Frontier advises that the remaining balance due is $118.58 for the January and February statements.
  •Frontier advises that several attempts were made to reach Mr. ***** but we were not successful speaking with him.
  
  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.
  
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I recently received an email offer from Frontier Communications that indicated I could upgrade to Fiber 1 Gig Internet for an additional $5 or less each month. I contacted Frontier Communications via Chat (see attached for Chat exchange) only to find out for me, the increase per month in price would actually be $7. While that is not a huge amount, it clearly suggests to me false or misleading advertising practices. When I decided to pass on that offer, I was then offered a reduce price for my TV plan but in doing so was then informed that this would result in adjusted pricing for my other services due to the addition of this package. This is clearly an issue with the transparency and consistency in their pricing. In short, like all customers, I am looking to get the best service for the best price but no longer feel confident in Frontier Communications pricing practices.

  Customer response

  01/25/2024

  Hello, I received a message from someone named Edna with Frontier Executive Relations.   While I appreciate the call, the phone number she left to contact her, ************ simply answers with "this call maybe recorded".   You then hear dead air until the call times out.  There are no options to enter the extension she provided.  I've tried numerous times during the day and even tried to reach her via their main 800 number but you cannot reach a human being and when you say "extension" to the voice prompt, it assumes you want an extension on your bill.

   

  ***

  Business response

  02/02/2024

  Please see the attached document. 

  Customer response

  02/12/2024

  I am rejecting this response because given the knowledge of my account details and current service, the marketing material should not have been sent to me in the first place.  I expect them to honor the pricing featured in the email regardless of my grandfathered status.   The fact that Frontier is dismissive about problems with its marketing initiatives that pertain to pricing is very concerning and I would expect a company of this size to hold itself to a higher standard.   I am also concerned about other customers with similar programs to mine that simply accept the offer without checking how much they are currently paying and the actual incremental.   The burden for accuracy should not reside with the customer.  

  Business response

  02/20/2024

  Please see the attached document

  Customer response

  02/21/2024

  I have reviewed the business’ response and accept this resolution. 

• Initial Complaint

  01/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the last 6 month our home land line has stopped working multiple times for extended lengths of time. Upon calling for help they have been very unresponsive to getting a solution only short fixes. There was an appointment for someone to come and resolve the issue for January 18th. I was required to be home from 8am-5pm and my confirmation number was ********. But. No one showed up or contacted me. This service is unacceptable and frightening to know that as a company they find this to be ok. I have not been refunded for the time that my phone has been unusable. Others need to know how poor this company is at resolving phone issues as well as finding fixes that last.

  Business response

  01/30/2024

  See Attached Response

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday October 12, 2023. I was notified from a friend that my email had been hacked. She was asked for money or a gift card be sent to her because I was sick. I looked into my email and saw that someone had hacked me email and had changed my password and had all emails coming to me were sent to another email address. ************************ I called Frontier customer service and they told me there was nothing they could do. This was Friday October 13, 2023. I was in my email and the tech said she saw the problem and could not fix it and to call back on Saturday and this was her last day. On Saturday my daughter called becuase I have 20 years of businesses and rental properties and personal information I am afaird will now be the hands of someone who going to steal my life. On Saturday we were told Frontier would be taking this matter of my stolen email to the next level and I would receive a phone call in 24 hours. This did not happen. On Sunday we were told because my email is free and for life there is nother that can be done.. I offered to send them a copy of my passport and drivers license. And was told they did not do that. I just want my email b ack ************************************* I can not beleive in the world someone can take your email and no one will help you get it back. What am I suppose to do. Thank you *************************

  Business response

  10/27/2023

  ************************* advised that her email was hacked, and she is not able to reset the password and is now unable to access the email account.
  
  On 10/26/2023 Frontier Communications Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. Frontier communicated with the consumer and shared the details of the resolution reached. Frontier provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns.
  On 10/26/2023 The consumer indicated they were satisfied. We trust this information will assist you in closing this complaint.
  
  We trust this information will assist you in closing this complaint with Frontier Communications.   We regret any inconvenience that ****** & ************************* may have experienced as a result of the above matter.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩