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: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.

  The sales person, *******************, of Frontier Communications promised me one months free service upon signing for Frontier internet. After signing up, I followed with ************ regarding the free service and she said she had no idea what I was talking about. I do not appreciate her dishonest sales tactics.

  Customer Answer

  Date: 09/12/2023

  It was a verbal agreement. I have nothing in writing. A refund of my two months of service would be ideal

  Business Response

  Date: 10/13/2023

  Frontier Communications Office of the President received notification of a complaint which has been investigated and offers the following response:
  
  The Complaint states that the customer has concerns regarding a promotional offer. 
  

  Frontier has reviewed the above statements and offers the following response:? 
  - Frontier resolved the concern regarding the promotional offer by application of a courtesy adjustment to the account. We were able to come to a satisfactory resolution.
  - Frontier provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns.

  We trust that this information will assist you in closing this complaint.?

  Frontier Communications

• 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.

  On January 20, 2020, we sustained catastrophic damage to our home from a broken water pipe in the attic, we were forced to move out while the house was rebuilt. We contacted all the service providers that we had and informed them of the situation and requested that services be stopped until further notice, Frontier Communications was included in that notification. The Frontier fiber optics payment was collected automatically via our bank checking account, no bill was mailed. In May of 2020 we decided to downsize and sold our home to my son, *****, since it was the perfect time for him to take charge of the rebuild and make any adjustments that he desired. During the rebuild, the contractor and my son needed internet access and WIFI at the job site, so my son Contacted Frontier Communications and established internet service there once again. Frontier never advised my son that there was an existing contract at that location and they accepted his request and payments!Their was a lot of confusion on going at that time, the ***************** was not cooperating, workers were contracting the Covid virus and not showing up for work and my wife and I were displaced and ill and trying to keep our sanity. And in addition we decided to build a Mother In-law Suite adjacent to my sons house on the same lot. The Suite was just completed a few weeks ago and we contacted Frontier to reestablish internet service only to discover that Frontier never cancelled our service back in January 2020 and have been charging us $89 each month since then. In my discussion with the Frontier folks they were sorry for the error, but their was nothing they could do to resolve the matter. Seems that receiving payments from two sperate parties for the same single line should have triggered an inquiry and should be a reimbursable item?

  Business Response

  Date: 09/27/2023

  September 26, 2023

  Better Business Bureau

  100 *****************************************

  *********** 14228

  Re:       *************************

              ******************* Rear House

              *********, ** *****

              Complaint No. 20580411         

  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 advises that our records do not reflect that the customer called back in January, February, or May 2020 to disconnect Billing Telephone Number (BTN) ************ under the name of ************************* located at ****************************************************
  • According to our records, on July 24, 2020 the customer called to disconnect the account however; he could not validate the account for disconnection. The account continued to accrue charges.
  • Please note customers need to provide the Frontier 4-digit pin# or pass code for disconnection of their account. 
  • Frontier takes privacy and security of customers account seriously and is required to follow specific rules as defined by regulatory agencies.  This helps prevent fraudulent activity on your account.
  • Effective August 1, 2023 BTN 210 125 **** was disconnected.
  • On May 23, 2020 an order was initiated to install service under the name of ************************* at *************************************************** effective May 28, 2020. This account was listed under BTN 210 173 9144.
  • Effective August 10, 2023 new service was established under the name of ************************* located at ***************************************************************
  • Credit was issued from May 2020 to July 2023. The August payment in the amount of $82.99 was disputed by the customer.
  • Credits totaling $3268.09 were issued and will be refunded to the customer. Please allow up to 14 business days for receipt.
  • On September 26, 2023 the above information was relayed to ******************.

  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

• 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.

  I switched my internet service to frontier about three months ago. While speaking to the agent handling our sign up for internet services and discussing plans she had me look at a page showing the benefits of each level of speed. With what we used she steered me to the 2gbs plan, (which I am happy with) and she walked me through what I would need to do to transfer the federal *** program which provides a discount to my new frontier service from my old charter company service. In this talk we also set up a 12 month contract which included a $200 gift card as part of the deal. At no point did she state there were any requirements other than paying the bill in full for 3 months before the card was sent. Nor does the website for frontier say anything different on the sign up page or in the *** file of information.This month was our 3 month going into month 4, so I inquired through customer service as to when the gift card would arrive. Only to be told that it had been removed from our account because we had the federal program ***. That *** was considered a promotion by frontier and you can only have one promotion per account. Yet the *** is a federal program that PAYS a portion of your bill with federal funds. Its not paid by frontier nor are they loosing payment money.After escalatign to a manager they suggested removing the *** then they would give me the promised gift card which of course would then cost me 30 a month. I can understand if you cannot have both, But their agent -knew- about our having *** and still pushed us to the gift card higher rate plan.

  Business Response

  Date: 09/28/2023

  Complaint Number:  20576191                               

  Customer Name:  **************************;                                                                           
  

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

  The Complaint states that:

  • **************** advises that upon setting up internet service with Frontier, she agreed to a 12-month contract that would include a $200.00 **** reward card but had not been informed that by transferring her benefit for the Affordable Connectivity Program (***) from her previous internet service provider over to Frontier, it would automatically drop the **** reward card promotion from her account.

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

  • Frontier advises that after further review, it was determined that **************** initially qualified for the $200.00 **** reward card and inquired about Frontiers participation in the Affordable Connectivity Program. However, she was not informed that she could not keep the **** reward card promotion and receive the *** discount at the same time.
  • Frontier advises that once customers who are set up with the *** discount, they no longer qualify for any other discounts or incentives, so any such promotions are automatically removed from the account. 
  • Frontier advises that once the **** rewards card promotion was removed from Ms. ******* account, she was no longer obligated to a 12-month contract, and the *** discount will remain on the account.
  • Frontier spoke with **************** on September 27, 2023 and advised her of the above information.  She has direct contact information for Frontier for future reference.

  We trust that this information will assist you in closing this complaint.  We regret any inconvenience that **************** may have experienced as a result of the above matter.

  Thanks and best regards,

  *********************** Executive Customer Relations, OOTP *********************|************************

  Customer Answer

  Date: 09/29/2023

  I have reviewed the business response and accept this resolution. 

• 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.

  This complaint is regarding the early termination fee of $1167.80. We have been a Frontier customer since 2019. However we started having texting issues since January 2023. We had tried to contact technical support but the problem got worse. By ****, our outgoing texting was completely blocked. We were forced to switch to another company in order to send text reminders to our patients. Besides, we have not terminated our internet service, we still keep Frontier as our internet carrier.

  Business Response

  Date: 09/25/2023

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

  The Complaint states that:  

           ************** states she canceled her phone service with Frontier due to texting issues and is now being charged an early termination fee.

           ************** states she kept her internet service but is being charged a termination fee for that also.

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

  • Frontier confirms ********** was in a two-year term agreement that started on September 30, 2022, with an end date of September 29, ****, to receive promotional rate discounts monthly.
  • Frontier provides ********** with a monthly statement that displays the promotional discounts along with the dates related to this term agreement.
  • Frontier advises ********** terminated her service on July 21, 2023, not fulfilling the contractual obligation resulting in the early termination fee.
  • Frontier investigated and found ********** re-established her internet service on July 25, 2023, based on this, a credit in the amount of $358.68 was issued on the portion charged for the internet service of the termination fee.
  • Frontier advises a courtesy credit in the amount of $24.99 has also been applied to ************ account for one month of texting service.  
  • Frontier contacted ********** on September 25, 2023, leaving a message with direct contact information.  

  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.

  Best Regards,

  ********************************* | Executive Customer Relations, OOTP

  O ************************* | ******************************************************

  Customer Answer

  Date: 09/26/2023

  Dear *************************************,

   

  After our phone conversation on 9/18/23, I have left you a message providing the 7 dates from 1/17/23 to 6/5/23 when I called for technical support for fixing the texting problem.  You said that you would credit back the monthly fees for texting service.  However, you only credit  one month of $24.99. 

  When I renew the two-year term agreement  , the agreement  is a package of internet , phone and texting service.  It's Frontier who could not provide the texting service as on the contract, how can I be charged for early termination.  

   

  In conclusion, you  should waive the whole termination fee.  

   

  Sincerely,

   

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

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

  The Art of Dentistry & Orthodontics

  ************************ Ste #A, **************** ** 91745

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

  **************, **************, **************

  Customer Answer

  Date: 09/27/2023

  I am rejecting this response because:   

  During  the  phone conversation with ************************************* on 9/18/23,  she stated that she would credit back the monthly fees for the texting service  if I provide her the dates that I had called for technical support for texting. After gathering my records,  I  have left Ms. ************** a message providing the 7 dates from 1/17/23 to 6/5/23 when I called for technical support for fixing the texting problem.    However, she is only willing to credit one month of $24.99 back. 

   When I renewed the two-year term agreement , the agreement  is a package of internet , phone and texting service.  It's Frontier who could not provide the texting service as on the contract.  How can I be charged for early termination?   

  In conclusion, the whole termination fee should be waived.   Thank you.  

   

  Business Response

  Date: 10/11/2023

  Thank you for referring the complaint of ************************* DDS to our office for review. We appreciate *********************** bringing this matter to our attention.? 
  
  ?The Complaint states that:? 
  ? 
  ********** states the contract agreement was for phone, internet, and texting which is why she feels the early termination fee should be waived. 
  ********** states she provided seven dates from when she called technical support regarding texting and is only getting credit for one month. 
  
  Frontier has reviewed the above statements and offers the following response:? 
  
  Frontier confirms ********** was in a two-year term agreement that started on September 30, 2022, with an end date of September 29, ****, to receive promotional rate discounts monthly. 
  Frontier advises ************ contract was for the internet and phone service only, texting was an optional added-on feature therefore by canceling the phone and internet service ********** did not fulfill the contractual obligation resulting in the early termination fee. 
  Frontier investigated and found ********** re-established her internet service on July 25, 2023, based on this, a credit in the amount of $358.68 was issued on the portion charged for the internet service of the termination fee.
  Frontier records only show two calls regarding the texting service, one in December and one in February, which does not warrant any additional credits however Frontier has issued a courtesy credit in the amount of $24.99 to ************ account for a full month of texting service.  
  Frontier contacted ********** on October 11, 2023, advising of the above findings and provided her with direct contact information.  
  
  
  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. 
  
  Best Regards, 
  
  

  Customer Answer

  Date: 10/14/2023

  I am rejecting this response because:   

  The reason that we switched to Frontier  in 2019 was its texting feature.  It was working fine so we renewed the contract. However we started having texting issues since January 2023. I have a record of at least 7 dates of calling customer support regarding the texting problems.   I had been on phone  got  transferred  from  one line to another and the texting problem just got worse.   My employees are the witnesses of all those troubles.  By June, our outgoing texting was completely blocked.  It was impossible to have one  company to provide voice service and another company to provide texting service using the same business phone number.  Therefore, we were forced to switch to another company in order to send text reminders to our patients. Besides, we have not terminated our internet service, we still keep Frontier as our internet carrier.   When I renewed the two-year term agreement,   the agreement  is a package of internet , phone and texting service.    It's Frontier who could not provide the texting service as on the contract.  How can I be charged for early termination?   Today I have just received a letter from ******************************************************************, a collection company regarding the balance.  I am going to dispute the charge and file in a small claim court if necessary.    

  Business Response

  Date: 10/19/2023

  Thank you for referring the complaint of ************************* DDS to our office for review. We appreciate *********************** bringing this matter to our attention.? 
  
  ?The Complaint states that:? 
  ? 
  ********** states the contract agreement was for phone, internet, and texting which is why she feels the early termination fee should be waived. 
  ********** states she provided seven dates from when she called technical support regarding texting and is only getting credit for one month. 
  
  Frontier has reviewed the above statements and offers the following response:? 
  
  Frontier confirms ********** was in a two-year term agreement that started on September 30, 2022, with an end date of September 29, ****, to receive promotional rate discounts monthly. 
  Frontier advises ************ contract was for the internet and phone service only, texting was an optional added-on feature therefore by canceling the phone and internet service ********** did not fulfill the contractual obligation resulting in the early termination fee. 
  Frontier advises the texting service is an optional added-on service with no term. 
  Frontier investigated and found ********** re-established her internet service on July 25, 2023, based on this, a credit in the amount of $358.68 was issued on the portion charged for the internet service of the termination fee.
  Frontier records only show two calls regarding the texting service, one in December and one in February, which does not warrant any additional credits however Frontier has issued a courtesy credit in the amount of $24.99 to ************ account for a full month of texting service.  
  Frontier contacted ********** on October 19, 2023, to review the above findings and provided her with direct contact information.  
  
  
  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. 
  
  Best Regards, 
  
  ********
  
  

  Customer Answer

  Date: 10/20/2023

  I am rejecting this response because:   

  On 10/13/23 I have already received a letter from ****************************************************************** , a collection company regarding this  charge  and  I am disputing it.   I will file in Small Claim Court if necessary.  

• 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.

  August 2nd we terminated our ************* with Frontier. August 7th we recieved an invoice for $450.47. The breakdown shows a charge of $337.67 Partial Month Charges, $98.60 FTR LD *** Surcharge, $26.18 MI State Telecom Sales Tax which comes to a total of ******, the next line on the statement shows a total due of $450.50, and the front of the invoice shows $450.47 total due including the $.03 balance forward. The statement includes 9 calls for the month for a total of 20 minutes which the fee for shows $0.00. Previously the monthly bill has been $75.27. The bill has always been paid in full and on time for the 20 years we have had the service at our house/business. Frontier said there was a "verbal" contract started when the line was switched to a business account back in 2016, a verbal contract with an annual auto renewal which we knew nothing about. We have felt that the monthly charge has been extremely high especially with no more usage than there is, and have called to see what can be done to reduce the monthly cost. Frontier would do nothing to help reduce cost. We ended up paying the total $450.47 to avoid late fees and so on. I offered to pay a one time fee of $75.27 to settle the dispute but they would not agree to that. We are seeking a full refund. There is no written contract, with no written contract how are they able to pull these insane early termination charges out of thin air? Account Number *********************

  Business Response

  Date: 10/04/2023

  Complaint Number: 20539476
  Customer Name: B & H Accounting
  Phone Number: **********
  Received Date: September 20, 2023
  Closed Date: October 4, 2023
  
  
  Thank you for referring the complaint of B & H Accounting to our office for review. We appreciate ******************************;bringing this matter to our attention.  
  
  ?The Complaint states that:? 
  ********************?states they terminated service with Frontier on August 2, 2023, and received an invoice in the amount of $450.47 on August 7, 2023.
  ******************** states she was advised she entered into a verbal agreement which was auto-renewed each year without her knowledge.
  ******************** states the monthly charges were extremely high and when she called to reduce the amount Frontier would do nothing about it.
  
  Frontier has reviewed the above statements and offers the following response:? 
  Frontier reviewed Ms. ********* account and found it was on an auto-renew term for the voice service that renewed for a 1-year term on April 13, 2023, with an end date of April 12, 2024.
  Frontier states voice service was ported on August 2, 2023, which generated an early termination fee.
  
  Frontier offers an auto-renewal option as a courtesy and as a reminder the promotional termination date is printed on the monthly statement.
  
  Frontier terms of service state in part the term commitment will automatically renew for the same time period at the then applicable rates each time it expires unless you notify Frontier, or we notify you of termination before the term commitment period ends.
  Frontier advises the monthly bill statement contains the end date of the promotional term.
  Frontier provided direct contact information should ******************** have additional questions.
  
  We trust that this information will assist you in closing this complaint.? We apologize for any inconvenience that?B & H Accounting experienced as a result of the above matter.? 
  
  
  Regards,?? 
  Frontier Executive Escalations 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 have been a Frontier customer since 2016, it was unfortunately the only internet available in my area. Speeds were never what they were advertised to be and not dependable. I was finally able to find ****************. When I contacted Frontier, I was told my cancellation would involve a $50 equipment restocking fee. I asked Frontier to provide documentation showing that I agreed to this fee, which they were unable to provide. Their answer was that by accepting the cancellation and final bill, I accepted the fee. This is ridiculous, and Frontier is not "clearly and conspicuously" communicating this free upfront, as required by **** law.

  Business Response

  Date: 09/22/2023

  September 21, 2023

  Case: 20636101

  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 is scheduled to be disconnected on September 30, 2023.  

  Frontier implemented the $50 Restocking Fee as of March 13, 2023. The customer was notified ******** message on the March 1, 2023 billing statement.  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 will be billed according to Frontiers disconnect policy and final billing process related to data service on the final billing statement (October 1, 2023).  

  No credit has been issued and no credit is due.

   

   

  Thank You,

  Amara H.

  Frontier Executive Customer Relations Specialist

• Initial Complaint

  Date:09/19/2023

  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.

  Since inception of service, I have received less than half of advertised speed. Weekly, I check speeds using a hardwired device directly against Frontier equipment. The average speed is around 375 Mbs. I have been paying all along for a service I do not receive.I have contacted support. For 3 times after extended hold times (great than 30 minutes), I have attempted to work with technical support to document a ticket that I can share with billing for the adjustment. Each team they terminate the call while the 'put me on a brief hold to research my issue". Again, this has happened 3 times in a row.....very strange. Even if it's a human error, these folks have my contact information....why don't they call me back?!Look.....it's very simple. I just want the service that I pay for. This is a scam. The company positions itself as too big to service its customers. I am forced into a position of paying for a service I do not receive.

  Business Response

  Date: 09/26/2023

  Complaint Number:  20625970
  Customer Name:  ***************************
  Phone Number: ************
  Received Date:  September 19, 2023
  Closed Date:  September 26, 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:? 
  **************** advised that he is receiving less than half of the advertised speed of the 1G service, and his average speed is around 375 Mbs. 
  **************** advised that when he contacts technical support, he is on extended hold times, disconnected, and no one returns his calls. 
  **************** advised that he wants the service he is paying for. 
  ? 
  Frontier has reviewed the above statements and offers the following response:? 
  Frontier advises that technical support contacted **************** for troubleshooting on September 21, 2023. Testing was limited due to a third-party router being used. Frontier dispatched a technician on September 25, and he installed a new wall box and ONT(Optical Network Terminal). 
  Frontier apologizes to **************** for his customer service experience. ****************** is working on opportunities to alleviate customer frustration related to customer support and technical service.
  Frontier issued a credit of $30.00 as a courtesy. The credit will print in one or two bill cycles. 
  Frontier spoke to **************** on September 26, 2023, and advised the above information. He presented no further questions or concerns and has direct contact information for the future.? 
  ? 
  We trust that this information will assist you in closing this complaint.? We apologize for any inconvenience Mr. ***************************?has experienced due to the above matter.? 
  ? 
  
  Regards,?? 
  
  *******************
  Executive Escalations Team
  ************, EXT:  1230047? 
  ? 
  
  

• Initial Complaint

  Date:09/15/2023

  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.

  Complaints about any business is not my ideal course of action given their social impact but in this instance it is warranted.I switched from Spectrum to Frontier for $39.99 including free eero and security with auto pay. I was at $49 already with Spectrum same speed, way better app no agreements Appointment scheduled for the 8th I took off no show no call. They rebooked for 10th again I took off no call no show. Then again they rebooked for 12th they cited no line in place was the reason. Tech was scheduled 1-5p showed up at 6:26 no call no communication advised there is clearly a line in place that has been here for some time so hes not sure what they were talking about. I also went without internet and all streaming no ability to work from home this entire week not even a single apology. They advised security would be free and additional eero extender included at no charge if I agree I advised yes Then they could not get app to work so no internet until late in the am. No extender provided they are charging me for security and its at $54 I called and contacted via chat they said that never happened there is no $39,99 plan my recorded call, sales agreement and confirmation email all advised $39.99 clear as day as does their advertising.Scammers

  Business Response

  Date: 09/20/2023

  The Complaint states that:? 
  ************** advised that he signed up for Frontier service for $39.99 per month, including a free Eero device, extender, and security package, and agreed to an automatic payment method.
  ************** advised that his appointments scheduled for September 8, 2023, and September 10, 2023, no one called or arrived for the installation.
  ************** advised that the technician arrived after the appointment window on September 12, 2023, and completed the installation, stating that the line had been in place for the installation.
  ************** advised that he was without internet service for one week due to these delays.
  ************** advised that his first bill was $54.00, including a security package charge. When he contacted Frontier about the bill amount, he was told there was not a $39.99 offer, which his sales agreement, confirmation email, and Frontiers advertising show as a valid offer.
  ? 
  Frontier has reviewed the above statements and offers the following response:? 
  Frontier advises that an order for internet service was placed on September 5, 2023, for the following monthly charges: **************** for $49.99, a provided Eero device for $0.00, and Eero Secure for $3.00. Additionally, if ************** chose an automatic payment method, he would receive a $10.00 monthly discount. The installation was scheduled for September 8, 2023. The order confirmation email was sent to *************** 
  Frontier advises on September 7, 2023, that the order was rescheduled for September 12, 2023, and a confirmation was sent to ************** with the following instructions: Reply CONFIRM to keep your appointment. To make a change to your appointment, click here: *******************************************************************. ************** replied to the confirmation with, Appointment is tomorrow.
  Frontier advises that the installation was completed on September 12, 2023.
  Frontier advises that ************** is signed up for automatic payments. However, the discount did not apply to the first bill. An adjustment has been made to the first bill, and ************** will continue to receive this discount monthly while eligible.
  Frontier advises ************** was contacted on September 19, 2023, and informed of the adjustment for the missing discount. Frontier offered to credit the Eero Secure on the first bill as a courtesy and explained that if Eero Secure is not removed, he will have a fee of $3.00 monthly. ************** chose to leave the Eero secure active on the account at this time.
  ************** was not satisfied with the resolution and discontinued the call. Direct contact information was provided for any future concerns.? ? 
  
  

• Initial Complaint

  Date:09/15/2023

  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.

  So when I set up frontier internet several years ago and added another internet line, I was advised that there would be no cancelation fees and no restocking fees. Now that I have disconnected our internet and phone am being advised there will be a 50 $$ restocking fee. I do not want to be charged the restocking fee, I have been a customer for over 20 yrs, have been working with them for years related to dropping internet and poor service connections and slow speeds esp being 50% of what was being paid for. Plus waiting for fiber over 1yr and its on the crossroad

  Business Response

  Date: 09/20/2023

  Attached please find the complaint response for *****************

  Thank you,

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

  Executive Customer Relations

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

• Initial Complaint

  Date:09/15/2023

  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 am here to file complaint against frontier communications for raising my bill up I was a good customer for a year always made my payments and Last time I checked my bill was $64 dollars it kept going up from that to $74 dollars no reason for this happen i want discount back on my service I don't hardly use my phone much and my bill should be low I want it back like it was once was so I can afford it

  Customer Answer

  Date: 09/18/2023

  The business frontier communications raised my bill up from $64 dollars to $74 dollars and all I want is something done about it I need my payments around were I can afford it this business is not being fair I am a good customer for a year I want my discount back 

  Business Response

  Date: 09/27/2023

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

  The Complaint states that:  

  • ****************** advises that his bill from Frontier has increased. 

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

           Frontier advises as detailed on his monthly statements, ****************** had $5.00 discounts that expired on September 6, 2023. The September 7, 2023 statement is $5.00 more due to the discount expiration.

           Frontier advises that as a courtesy to ****************** a $5.00 discount has been applied to the account starting October 7, 2023 and a one-time adjustment of $5.00 has been issued on the account. The $5.00 discount will be deducted from the current balance.

           Frontier attempted to contact ****************** to advise of the above information but was unsuccessful. Frontier left voicemail messages with a direct contact number.  

  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.

  Business Response

  Date: 09/27/2023

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

  The Complaint states that:  

  • ****************** advises that his bill from Frontier has increased. 

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

           Frontier advises as detailed on his monthly statements, ****************** had $5.00 discounts that expired on September 6, 2023. The September 7, 2023 statement is $5.00 more due to the discount expiration.

           Frontier advises that as a courtesy to ****************** a $5.00 discount has been applied to the account starting October 7, 2023 and a one-time adjustment of $5.00 has been issued on the account. The $5.00 discount will be deducted from the current balance.

           Frontier attempted to contact ****************** to advise of the above information but was unsuccessful. Frontier left voicemail messages with a direct contact number.  

  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.