ComplaintsforFrontier Communications

• 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.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Office Manager ********************************* is your Contact at *******************. We lost dial tone to our business in Feb. 2023. We have submitted numerous no dial tone tickets.2/23/23 #****** closed with no dial tone. 3/7/23 #****** closed with no dial tone.4/4/23 #****** closed with no dial tone.7/28/23 #****** closed with no dial tone 10/11/23 #****** was told 1 to 3 business days. We have had no one contact us. Somehow or trouble tickets being closed before our service has been restored. We have reach out to corporate customer care team and still have no resolution. We have no dial tone today.

  Customer response

  10/24/2023

  This compliant was filled against Frontier Communications in error. We will submit again with the same claim but with ********** Communications. We where advised that ********** is not apart the business side of Frontier. When we switched to ********** we where told they are the same company.

  Business response

  10/24/2023

  Complaint Number: 20754303
  Customer Name: ***** Drilling/ *********************************
  Received Date: October 19, 2023
  Closed Date: October 24, 2023
  
  
  Thank you for referring the complaint of ***** Drilling to our office for review. We appreciate ******************** bringing this matter to our attention.  
  
  ?The Complaint states that:? 
  ********************?states they lost dial tone on February 23, 2023, and have opened multiple trouble tickets.
  ******************** states their trouble tickets keep being closed before service is restored. 
  ******************** states they have reached out to corporate customer service and still have no resolution.
  
  Frontier has reviewed the above statements and offers the following response:? 
  Frontier states the above-referenced account is not a ****************** customer of record.
  ****************** spoke with ******************** who confirmed her service is with ********** Communications and referred her to them for assistance with any outages.
  Frontier states ******************** has direct contact information should she have additional questions on this matter.
  
  We trust that this information will assist you in closing this complaint.? We apologize for any inconvenience that?********************?has experienced as a result of the above matter.? 
  
  
  Regards,?? 
  Frontier Executive team

  Customer response

  10/24/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  When I first signed up with Frontier communications I was given the $37.99 price for Life plan. In the last few months my bill has consistently been screwed up. I have had to spend a week or more each month trying to get this corrected. Last week I thought I finally had it corrected and then today I get an email saying that my bill has been screwed up yet again. I called in and was told that they were not going to honor it and they were not going to give me a resolution. I want someone from corporate to call me because I want what I was promised and what I signed up for. I have my documentation that I am uploading showing the emails and all of my notes from each phone call.I do not appreciate giving a business my business for the last couple of years only to be screwed over and lied to. I want someone to fix this permanently and I do not want to have to reach out about it again.The account is in my name but you have my permission to speak with my wife, ********, as well.

  Business response

  10/26/2023

  The Complaint states that:? 
  ************************** advised that he signed up for Frontier Internet for $37.99, with no price increase.
  ************************** advised that the last several bills have been incorrect, which Frontier has been unable and unwilling to resolve.? 
  ? 
  Frontier has reviewed the above statements and offers the following response:?
  Frontier advises that Mr. ************ monthly bill was increased in error beginning in July 2023.
  Frontier advises?that the account has been corrected to remove the increase and that an applicable credit has been issued for the increases previously billed. 
  Frontier spoke with ************************** on behalf of ************************** and provided the above information. She presented no further questions or concerns and has direct contact information for the future.? 
  
  

  Customer response

  10/26/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went back to ******* and my understanding they partnered with internet companies at a discounted rate that was not true however I was grateful to be back on Dish and Frontier was the only internet but I had to wait almost 2 weeks to be installed, as this should of been a sign to not get Frontier after a year the price went up $5.00. The real problems started when we would lose internet all together the 1st time was a weekend, ****************** tech ran all kind of tests plus said there were no outages so they made a ticket it was going to be a week or so before the could come out but thank goodness that following Monday morning it was back so it was canceled. Now the 2nd time it went out was on Saturday 6/24/2023 I called the next day 6/25/23 as it was still out the ** Tech ran all the test couldn't find anything wrong with the service and no outages so she made a ticket #******* and set up an appointment for 7/5/2023 ok that's "11" DAYS WITHOUT INTERNET SERVICE I wasn't happy it wasn't like we were in the middle of a Covid shut down like 3 years ago and the ** tech at Frontier NEVER ask if I worked from home or if any one in the home needed internet for work or school or if this was the only communication we had with the outside world. On July 5th I patiently waited for the service tech to arrive, the window was 1-5p I had't heard from them all day so I called around 330p they told me he was on his way I got a text said he will arrive *******p I called again at 4:45p still waiting she checked again said he had an emergency and went home, and no one knew What great communication, after talking with the ** rep she wanted to set me up for the Thursday 7/13/23, I said I shouldn't have to wait that long maybe I'll just change internet provider that's when she set an appt for 7/6/23 I'm getting a huge discount on my bill for all this trouble? She said yes, well you can guess 3:30 on 7/6 a man called and canceled said it would be 7/11/23 now frustrated, upset 18 days

  Business response

  10/25/2023

  See Attached Response

  Customer response

  10/26/2023

  I am rejecting this response because:   

  HELLO MY NAME IS ************************* I HAVE FILED THIS COMPLAINT BECAUSE I DON'T FEEL I OWE MONEY FOR SERVICES THIS PAST 7/1/23 THROUGH THE END OF THE ***** AS I HAD NO SERVICE BIR DID I GET CREDITED FOR THE 18/19 DAYS I DIDN'T HAVE INTERNET. PLEASE READ THIS TO THE VERY END AS I SENT THIS TO *********** OFFICE AND THEY SAID IT WAS ******** BY FORWARDING IT TO ***** OFFICE. MY STATEMENT IS BELOW ********************************* EMAIL PLEASE GO DOWN TO IT. THANK YOU

  Customer response

  10/27/2023

  These are the text messages I have in between were phone complaints the last one was when I texted back stating I was fed up and canceled my service however thank you. It sounds like Frontier is willing to drop the $64.99 for the  July-4 to August 4 and call off the debt collectors and so I am satisfied for their offer I hope that's all you needed to know. The step I sent and was a text messages I have nothing on phone calls cuz I didn't record the phone calls. Thank you for all your help I'm glad someone was able to understand my frustration again thank you
  

  *************************
  

  Business response

  11/02/2023

  A credit in the amount of $64.99 was applied to the account on October 24, 2023. The account now has a zero balance. Frontier has also notified the collection agency *********************** to update their records and delete any credit reporting.

  This complaint is now resolved.

  
  

  Customer response

  11/02/2023

  I have reviewed the business response and accept this resolution. 

*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. ↩