Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 10,2023 Frontier came to my home to check my modem for an upgrade, the technician stated the modem was fine that he was going to check the outside wires. He came to the door and stated that he was going to have to run new wires because he didn't want to crawl under the porch where the current wires were leading. There was noise but nothing I thought was unusual since he said he had to move the lines. Once the technician was done outside he came inside and stated he had to move the modem. At no time did he state that he had drilled a hole through my siding, OSB and drywall from the outside to put the modem where he had relocated it to. He finished and left. That evening my father, *****************, and I were walking outside and he asked what the white line was going across the steps and up the porch, Upon inspecting we notice that the technician had actually drilled a hole all the way through my house without as much as a word about it or permission to do so. The outside of this hole was not sealed, nor did he pick up/clean up any debris he had created, my dog had came to me with something in his mouth and it was a piece of wiring that the technician had left lay on the floor. Thank goodness I was able to get it out of his mouth. I have called Frontier numerous times about this and filed a complaint, however, to this date ***** has called me or came out to inspect the damages. The hole on the outside is where weather can cause damage to my home. Furthermore, the area where the technician drilled has electrical wiring and we are in fear that he may have nicked or drilled into a wire that if not addressed could potentially cause a major problem. I think I have been more than patient, I have called numerous times and spoken with numerous people and still no one has even called to address the problem or come to inspect it and I think could use some helping holding them accountable and making them repair the damages caused by the Frontier technician.

  Business Response

  Date: 09/28/2023

  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:? 
  ************** advised that the technician who repaired her internet in August drilled into the siding of her home without her consent and left wiring outside.
  ************** advised that she wanted to be sure that the technician didnt **** any wiring near the outlet where he drilled, posing a hazard.
  
  Frontier has reviewed the above statements and offers the following response:? 
  Frontier apologizes to ************** for her customer service experience. ****************** is working on opportunities to alleviate customer frustration related to customer support and technical service.
  Frontier advises ************** is pleased with the current status of her service.
  Frontier advises?that ************** may hire an electrician to check the wiring. If Frontier is liable for any damage, we will provide the next steps to file the appropriate claim. 
  Frontier spoke with ************** and advised of the above.
  
  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.? 

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Frontier on Aug. 30, 2023 about the Mason *************** Highways mowing out our gravel road and cut our line. They gave me a trouble ticket and said they couldn't send anyone out until Sept. 21, 2023. They then sent out someone and fixed it in the afternoon of Sept. 12, 2023 and less than 12 hrs it was off again because the Mason *************** Highways got in our line with their dump truck dumping gravel and tore down the line and broke off two poles. I called Frontier again to report and once again got a ticket number for someone to come check it for Sept. 27, 2023. I also called ******** Highways and complained and they told me they didn't do it but reported it. So here we go again on no telling when our phone and internet service will be fixed, but they expect a full months bill to be paid. Every time it rains or storms our service goes out and sometimes comes back on in a few hours or they have to be called and report and it's weeks before they send anyone out. We are in very bad need of upgraded lines on our road. Some spots have trash bags over their phone towers where the cables are in the ground and some spots are loosely draped thru trees instead of in the ground or on a pole. We need better service for what we each are paying for. With technology the way it is there is no excuse for this type of service. We are only about 3 miles from the main blacktop road and is very accessable. Thank you for your time.

  Business Response

  Date: 09/28/2023

  Thank you for referring the complaint of Seldom ******** to our office for review. We appreciate Ms. *************;bringing this matter to our attention.  

  The Complaint states that:  

  • Ms. ****** advised that the lines were torn down in their area for the second time.
  • Ms. ****** advised that they had a ticket scheduled two weeks out and needed it fixed sooner.

  Frontier has reviewed the above statements and offers the following response:  

  • Frontier advises that Ms. ****** responded that the issue was resolved to an automated message on September 27, 2023.
  • Frontier advises that out-of-service credit has been applied to the account and will appear on the following bill statement.
  • Frontier apologizes to Ms. ****** for his customer service experience. ****************** is working on opportunities to alleviate customer frustration related to customer support and technical service.
  • Frontier attempted to reach Ms. ****** to advise of the above and was unsuccessful. A message was left for Ms. ****** that includes direct contact information.

  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Seldom ******** has experienced as a result of the above matter.  

  Thank you,

  Whitney Frontier Executive Support Team ***************************************|*************************

• Initial Complaint

  Date:09/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my service with this company and discussed them in depth over the phone. The service was then inactivated for a month. They sent a service technician out to the house and removed the old equipment and then installed new equipment under a new account for the new people renting the home. Then two months later they decided to charge me again for their internet service. Then, shortly after that they charged me again for an unreturned equipment fee

  Business Response

  Date: 09/25/2023

  September 25, 2023

  Case: 20588633

  Thank you for referring the complaint of ********************************* to our office for review.  We appreciate your bringing this matter to our attention. 

  A review of the customer's account determined the customer's service was disconnected on July 7, 2023.  

  Frontier implemented the $50 Restocking Fee as of March 13, 2023. This fee applies per household when internet service is disconnected. This fee is included in the Terms and Conditions. While the customer may not agree, the restocking fee was billed according to Frontiers disconnect policy and final billing process related to data service on the final billing statement (August 3, 2023).  The customer was not billed for active service.

  Additionally, our records did not reflect the return of the equipment via the return authorization provided to the customer and therefore not showing returned to the warehouse within 30 days.  The customer was billed $110.25 on September 3, 2023.  Credit has been issued as of September 12, 2023 and will appear on the October 3, 2023 billing statement.

  Thank You,

  Amara H.

  Frontier Executive Customer Relations Specialist

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not had internet in almost 2 weeks. I have called the tech support and they set up someone to come fix it but no one shows up. So I call back and they tell me it's an outage but I'm the only 1 who doesn't have it. They say they can't tell me when it's going to be fixed and how long I will go without it and just have to wait. When I ask to talk to a supervisor they tell me I can't. I have tried to file a complaint through them but they tell me I can't do that either. I just want my internet fixed and for them to stop giving me the run around.

  Business Response

  Date: 10/02/2023

  Please find attached response.

  Customer Answer

  Date: 10/02/2023

  I am rejecting this response because:   I still have no internet and it has been a month and I still do not know when it will be fixed.

  Business Response

  Date: 10/09/2023

  Please see attached response.

  Thank you

  Customer Answer

  Date: 10/10/2023

  I have reviewed the business response and accept this resolution. Frontier finally sent someone out to look at the internet.  Found out that the outage didn't even effect me. There was a messed up line outside and just need to be spliced into another one. It only took the tech about 20 minutes to fix. If they had only sent someone out to check when I first called, I would have had my internet back a day or 2 after it went out. 

• Initial Complaint

  Date:09/22/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ICONIC COMPANY IN THE WORSE CUSTOMER SERVICE EVER. Enjoy hours on the phone listening to music if you have any kind of problem, they will never give you an email address (they don't want you to document anything), they will make promises that they know they will never fulfill... and worse of all: they can DESTROY YOUR YARD AND WATER PIPES during an installation and you can get more reliable answers from Pinocchio.On one installation in one of my rental properties not only did they destroy pipes but they left cords running on top of the yard (YES, ON TOP OF THE YARD), representing a trip hazard. I was very close to losing the grass because of it.I paid close to $ ****** to repair the damages they did. I have been requesting a refund since the beginning of 2023 and after lots of calls, time on the phone, etc.. I am told, "Since the damage happened almost a year ago, it has been declined". UNBELIEVABLE... AND THEY WANTED ME TO SEND PICTURES AGAIN! This has to be a Taliban-managed company. They cannot be worse than they are.READ REVIEWS. THEY DID NOT ACHIEVE A SOLID ONE-STAR IN TRUSTPILOT BECAUSE OF NOTHING!

  Business Response

  Date: 10/03/2023

  
  Thank you for referring the complaint of Mr. ********************** ******* to our office for review. We appreciate ******************************;bringing this matter to our attention.  
  
  ?The Complaint states that:? 
  ******************************** advises that his property sustained damages when Frontier was installing service.
  
  Frontier has reviewed the above statements and offers the following response:? 
  
  Frontier investigated ************************* complaint and determined that it was valid.
  Frontier advises that a reimbursement check was processed by Frontiers vendor for ******************************** on September 27, 2023.
  Frontier spoke to ******************************** on October 3, 2023, and advise of the above information.? 
  
  
  We trust that this information will assist you in closing this complaint.? We apologize for any inconvenience that?******************************?has experienced as result of the above matter.? 

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The internet router supplied by Frontier Communications is experiencing connectivity issues since Friday September 8th. After exhausting all measures of connectivity resolution such as reset the router, turn the motem on/off, unplug everything and plug it back in, ensure the device is centered in the home and halfway between the floor/ceiling, without any change in home connectivity;, I decided to reach out to the customer service personnel. During the phone call the agent asked me to repeat everything I had already told her I did at home prior to calling and she ran a connectivity test on her end. She confirmed there was not a connection and she confirmed a new router was necessary. She placed me on a hold and stated the first technician appointment available was October 1st. Since the children are currently unable to complete and submit homework assignments and my husband and myself both require internet connection for our jobs I let the customer service rep know that was not an acceptable solution. She placed me on another hold and when she returned to the phone she said the same information; a technician would be available Oct 1st. After going back and forth with the customer service technician as to why this was an unacceptable solution, and requesting a new modem to my address, she placed me on hold and said she would check with her manager to see if this could be a solution. She returns to the phone after a few minutes to tell me she is unable to submit this request to her manager because her computer system was not working and stated she would call me back at a later time. She then mentioned I could pay the bill at the time. I let her know we would be without internet service for the entire month of the current billing system and I didnt feel it was appropriate to ask me to pay for a service we will not be receiving, especially since I am spending more money on gas to drive to locations with Wi-Fi. It is evident there was no resolution.

  Business Response

  Date: 10/09/2023

  The Complaint states that:
  
  ********************* advises that she has been experiencing connectivity issues since Friday, September 8, 2023, and expressed dissatisfaction with the next available repair date.
  
  Frontier has investigated the above statements and offers the following response:
  
  On 9/14/2023 at 9:32 am ***************** reported frequent disconnects on the *****************  A repair ticket was created with the customer accepted repair date of 10/5/2023 by 5:00 pm.  Frontier notes indicate that on 9/14/2023 at  9:45 am ***************** called in to cancel this repair ticket.
  On 9/15/2023 at 9:54 am ***************** reported no *** sync on the *****************  A repair ticket was created with the customer accepted repair date of 9/26/2023 by 5:00 pm.  Frontier can confirm that on 9/21/2023 the Frontier technician replaced equipment inside Frontier facilities which restored the *** sync to the *****************
  Frontier can advise that an out of service adjustment in the amount of $32.62 as well as a $25.00 courtesy credit has been applied to Mrs. ******* account.
  ****************** values ***************** as a customer and has provided our direct contact information should she have further questions or concerns.
  ***************** subscribes to Frontier Simply Broadband Max ******** 6M and is provisioned at 6.9M. The service bills at the rate of $69.98.
  Frontier advises that actual ******** speeds and the ability to access various ******** services will vary as a result of factors including, but not limited to, the quality of Wi-Fi connection, multiple users or devices on the same connection, distance from Frontier facilities, and the performance or limitations of customer wiring and customer-owned equipment. Additional information is available to customers at ***************************************************************.
  
  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

  Date:09/22/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account number is: ******************* My bills have been increasing since October of last year. The amount I agreed to pay for internet service was $24.95 a month. My bill today is $72.98. I have tried numerous times to resolve this conflict with customer service, to no avail. My internet has been slow and not very good as well. I have auto bill pay so this additional money has been automatically withdrawn from my account without authorization from me. I want my bill to go back down to the amount I agreed on and the additional funds that were taken from me to be refunded either as a credit or back to my account. My lawyers have not been involved with this yet but I will contact them if the issue does not get resolved as I stated prior.

  Business Response

  Date: 10/03/2023

  Thank you for referring the complaint of ******************** 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 offers promotions on pricing and services to new and existing customers at various times throughout the year.  Customers may contact Frontier **************** at any time to inquire about eligibility for current promotions. 
  Frontier advises if customers are eligible, they must agree to applicable terms and conditions in order for the promotion to apply.  Generally, promotions are not automatically applied to customers bills.
  Please note the bill cycle is the 16th of the month and therefore; the October 16, 2023 billing statement has not generated.
  On September 22, 2023 I spoke with ******************** regarding his concerns. During this contact, I explained to ******************** that over the years promotions have expired and that the internet was subject to rate increases. In addition, I advised ******************** that the rate increase notifications were posted on the monthly billing statements and that his bill did not go from $24.95 in October 2022 to $74.98 in September 2023. The total amount due for the October 16, 2022 billing statement was $59.98.
  On October 2, 2023 a Frontier representative spoke with ******************** and placed an order to lower the internet monthly recurring charge to $34.99 plus taxes and fees. On October 2, 2023 a confirmation email was sent to ******************* confirming the above change and estimated bill total of $37.94.
  On October 3, 2023 I placed a follow up call to ******************** and left a message.
  
  
  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,
  
  
  ****************
  Frontier Executive Relations

  Customer Answer

  Date: 10/27/2023

  Was handled, thank you

• Initial Complaint

  Date:09/22/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Frontier Communication three weeks ago on August 29th about the steps I need to take to disconnect service. After confirming my identity, ******* asked me why and if there was anyone else that I could transfer my service to. I answered both questions. ******* then asked for a ***# which I don't have because I never set one up. He told me that the *** is company generated and its on my bill. I told him that i don't get a paper nor do I get the bill electronically. ******* informed me that without the ***, he could not further assist me with disconnect information or information on how to return the equipment. He said he would have to put in a request to mail me my *** which he assured me he was doing as we spoke. I have called the company three times in the past week; as soon as I mention disconnecting service, I am either hung up on or transferred and eventually the line disconnects.

  Business Response

  Date: 09/22/2023

  The Complaint states that:  

  • ************** advised that she contacted Frontier on August 29, 2023, to schedule service disconnection.  
  • ************** advised that Frontier refused to assist her unless she provided her ***, which she did not have. The *** is on the bill, and she does not receive a bill.  
  • ************** advised that she is waiting for Frontier to mail her the *** she needs.
  • ************** advised that when she calls and mentions disconnecting service, she is either hung up on or transferred until the call drops.
    

  Frontier has reviewed the above statements and offers the following response:  

  • Frontier advises that the *** was mailed to **************.  
  • Frontier advises ************** called on September 22, 2023, provided the ***, and the service disconnected the same day.
  • Frontier advises ************** was made aware of the current credit balance, the $50.00 Equipment Restocking Fee that would appear on her final bill, and the equipment return process.
  • Frontier advises that a new bill was generated on September 20, 2023, and was credited in full since ************** attempted to disconnect service before the bill was generated.
  • ************** presented no further questions or concerns and has direct contact information for the future.  

   

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

  Executive Customer Relations, OOTP

  *************************** | *************************

  Customer Answer

  Date: 09/27/2023

  I am rejecting this response because: due to the issue with the remaining balance mentioned by ***************

  I have a $10.01 credit due to overpayment. I also paid a $50 deposit at service setup in October of 2022 with Frontier Rep ****** I was informed that this would be refunded at the end of service if I returned the equipment.  At this point, Id have a refund of $60 and change. I was unaware of the restocking fee of $50 until ************** mentioned that it was in the fine print.  

  
  Taking the above into account, I am due a refund of at least $10.01 ($60.01 credit -$50 restocking fee)
  
  
  Please confirm that the attached from Frontier is accurate and that my Frontier account will be considered settled when equipment is received and refund is issued. 

  Business Response

  Date: 10/12/2023

  The Complaint states that:? 
  ************** advised she currently has a credit balance of $10.01 on her disconnected account. 
  ************** advised a $50.00 deposit and a $50.00 restocking fee will offset each other and wants to confirm that she will still receive her $10.01 credit balance.
  ? 
  Frontier has reviewed the above statements and offers the following response:? 
  Frontier spoke with ************** on October 10, 2023, and informed her that the final bill should reflect a credit balance. The exact amount is unknown until the Frontier bill is generated on October 20, 2023.
  Frontier will follow up with ************** after October 20, 2023.
  ************** presented no further questions or concerns and has direct contact information for the future.? 
  
  

  Customer Answer

  Date: 10/16/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No phone service at *********************** for over a month. He moved from one room to another in the middle of August and since then no service. After repeated calls and escalations no phone service. This is his only means of communicating with family.

  Customer Answer

  Date: 09/15/2023

  Frontier Account number ************

  My Name *****************************. I can be reached at ************

  Concerned about my Stepdad's phone service at ************************************************* (***********************, room 105L)

   

   

  Business Response

  Date: 10/12/2023

  Frontier Communications Office of the President attempted to reach the consumer regarding a notice received from the Better Business Bureau. Frontier resolved the concern and credit applied to the account for the time period that the customer experienced concerns. Should the customer have any additional questions, requests, and/or correspondence specific to the concerns, please refer them to our office. We trust this information will assist you in closing this complaint. 

  Frontier Communications

   

• Initial Complaint

  Date:09/22/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking to make a change of internet provider, Id been a customer of Spectrum for years but wanted a faster internet and as Frontier are constantly running commercials boasting about their blazing speeds I gave them a call, to get some pricing, after which I was told if I signed up for service that day Id qualify for a $300 gift card. Ten months later after no sign of a gift card I called customer service, got the run around, a call back which hung up on me, called customer service again , got another run around and eventually got to speak to a representative who took 15 minutes to tell me there was no gift card and there never was. How does something like this happen, I was scammed by internet provider to leave the one I was with? But it gets better. The service is terrible, nothing but constant buffering.

  Customer Answer

  Date: 09/28/2023

  Frontier contacted me privately in regards to my complaint, we went around in circles for about 10 minute's, agent said he had to check on something and hed call me back, a week later and im still waiting for the call back

  Business Response

  Date: 10/03/2023

  Complaint Number:  20589764                             
  
  Customer Name:  **************************;                                               
                 
  
  Thank you for referring the complaint of ******* and *************************** to our office for review.  We appreciate Mr. and ***************** bringing this matter to our attention.
  
  The Complaint states that:
  
  *****************, the account holder, advises that she was informed by Frontier at the time she had signed up for Frontiers internet service that she would qualify for a $300.00 **** rewards card.  After having waited for 10 months, the card still has not arrived.  When she contacted Frontier to inquire about the status of the rewards card, she had been advised that there was no reward card promotion reflected on her account.
  
  
  
  
  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier advises that a redemption email was sent to Mrs. ******* email address of record on October 27, 2022 for the reward to be claimed.  The reward then expired on January 25, 2023, after it did not get redeemed online prior to the expiration date, which is why the rewards card did not get issued to the customer.
  ****************** advises that a gift card will be sent to Mrs. ******* mailing address of record, and it will arrive in a white, non-branded envelope.  She should receive the gift card in approximately 2-3 weeks. 
  Frontier left a message for ***************** on October 2, 2023 and advised her of the above information.  She has direct contact information for Frontier.
  
  
  
  We trust that this information will assist you in closing this complaint.  We regret any inconvenience that Mr. and ***************** may have experienced as a result of the above matter.
  
  

  Customer Answer

  Date: 10/05/2023

  I am rejecting this response because:   We didnt receive any notification whatsoever, we had a lengthy conversation about this and the representative said hed get back to us but never did. The worrying thing about their attitude is blaming it on us. They failed to provide what they promised on signup because its our fault for not responding to communication they never sent. If a gift card was offered on sign up it makes sense that a gift card would be allocated, obviously nothing has been allocated for new signups as there is no gift card that can be sent. In fairness this should be made right, in reality it wont as it was only a way to get us to sign up.

   

  Business Response

  Date: 10/12/2023

  Complaint Number: 20589764                              
  
  Customer Name:  **************************;                                     
                 
  
  Thank you for referring the rebuttal of ******* and *************************** to our office for review.  We appreciate Mr. and ***************** bringing this matter to our attention.
  
  The Rebuttal states that:
  
  *****************, the account holder, advises that no notification was sent to her about the need to claim her reward before the **** rewards card could be sent out.  She would still like to receive the rewards card.
  
  
  
  
  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier advises that their reward center website shows that a redemption email was sent to Mrs. ******* email address of record on October 27, 2022 for the reward to be claimed.  The reward then expired on January 25, 2023, after it did not get redeemed online prior to the expiration date, which is why the rewards card did not get issued.
  Frontier advises that per their marketing department, a gift card will be sent to Mrs. ******* mailing address of record, which she should receive 2 3 weeks from the date of October 2, 2023.
  Frontiers position remains the same as there has been no additional information that warrants a deviation from the original resolution.
  Frontier left multiple messages for ***************** and advised her in the most recent message that she will receive a gift card.  Frontier will follow up with **************** to make sure that the gift card gets delivered, and she has direct contact information for Frontier.  
  
  
  
  We trust that this information will assist you in closing this complaint.  We regret any inconvenience that Mr. and ***************** may have experienced as a result of the above matter.