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:09/06/2023

  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.

  We are paying for internet connection and are not getting what we are paying for. Have tried multiple times to get someone to our location to fix the issue but they never show up at scheduled time. Never call us back and its been going on for almost a year. The only service we have available in our area.

  Business Response

  Date: 09/18/2023

  The Complaint states that:? 
  ************ advised that for the past year, she and ************** have not received the internet speed for which they are paying. 
  ************ advised that she has tried several times to have her service repaired. However, the technicians did not arrive at the scheduled times, and she was not called back.
  ************ advised she is requesting a billing adjustment as well as service repair.
  ? 
  Frontier has reviewed the above statements and offers the following response:? 
  Frontier advises a repair ticket was created on August 8, 2023, due to no dial tone and slow internet speed. The technician repaired the line, made sure the telephone number was in the switch and provisioned correctly, and confirmed the answering machine picked up when he dialed the phone number, and the ticket was completed on August 21, 2023.
  Frontier advises?a repair ticket was created on September 8, 2023, due to slow internet speed and is scheduled for September 23, 2023, per ************** request.
  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 ***************************************************************.
  Frontier advises a credit will be issued to the bill for the applicable time out of service.
  ************ presented no further questions or concerns and has direct contact information for the future.? 
  
  

• Initial Complaint

  Date:09/06/2023

  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.

  Recently a few months ago I started an account with ******************** and they was suppose to come out to my house and install my internet they did not. They rescheduled it a 2nd time and once again did not came out, they kept giving me excuses and had to reschedule and I was suppose have it on yesterday because the tech himself called me and told me he would come out since he "resolved" the issue! And now they're trying to say that he tried to call "which he did not call" he never showed up! I've been lied to for the 3rd time and I want to file a complaint against frontier!! I would hate to take this ** In court but I didn't appreciate some of the agents attitudes towards me! And I believe frontier has the right to make it right with me! I needed. My internet for important things and these techs keeps lying to me! I want the problem fixed before I take matters into my own hands by contacting a lawyer!

  Business Response

  Date: 09/13/2023

  Thank you for referring the complaint of ********************************* to our office for review. We appreciate ***************** bringing this matter to our attention.  
  
  The Complaint states that:? 
  ****************** advised that Frontier missed multiple appointments to install her internet service and her internet still hasnt been installed.
  
  Frontier has reviewed the above statements and offers the following response:? 
  Frontier advises that **************** is not available at Ms. ******** home at this time.
  Frontier advises this was confirmed by a technician on several occasions.
  Frontier apologizes to ****************** for her customer service experience. ****************** is working on opportunities to alleviate customer frustration related to customer support and service.
  ****************** spoke to ****************** 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:09/06/2023

  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.

  Six months ago I called Frontier communications to upgrade my speed since I was having problems with it. They told me they couldnt help me. So I found another internet provider that could provide me with better speed. I then called Frontier to cancel my service with them. I was then hassled for over an hour to try and keep my service. I was so upset I finally agreed to putting the account on vacation hold just to get off the phone. Then in August, I believe, the vacation mode expired. I was charged ***** for a service I wasnt using. The modem was not even plugged in. I called to cancel the service and asked for a refund, which, after speaking to a couple of different people, they finally agreed to the refund, which I was told would show up in my bank account within 10 days. After 10 business days I still did not have the money, so I once again contacted Frontier. The woman I talked to said she had no record of the arrangement made by the man I talked to previously. I was not happy and told her I was promised a refund of *****. She finally agreed to put it through and said I would receive it in ***** hours. That was a week ago. I contacted them again today. I was told I was being charged a $50 restocking fee for the modem I am sending back. So I would be getting approximately $35 within 2 weeks. I believe I should receive the complete $*****. No one seemed to know what they were doing. This is terrible, terrible customer service.

  Business Response

  Date: 09/14/2023

  Please see the attached document

• Initial Complaint

  Date:09/05/2023

  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.

  Our phone has been very noisy since 12 July and the internet has been down since 26 July. They keep telling me that they are working on it. We need it repaired..This outage has cost hundreds of dollars.

  Business Response

  Date: 09/15/2023

  Frontier Communications has received notification of a complaint from the above individual. 
  
  According to the complaint:
  The customer advises of intermittent service concerns and static on the phone.

  
  Frontier has investigated the above statements and offers the following response:
  Records indicate, the customer contacted ****************** to report static and intermittent service issues.  On September 8, 2023 a Frontier technician repaired and confirmed service working properly.
  Frontier applied credit for the time service was not working, credit posted to the account on September 15, 2023.
  Frontier spoke with ***************************** on the home phone and confirmed service is working properly. She was also advised of credit issued to the account. 

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

  **************** 

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

  Frontier Commuinications

• Initial Complaint

  Date:09/05/2023

  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.

  Frontier Communications changed the platform for FontierTexting without any warning on August 31st. As a result, we lost the bulk of our old text messages. There are other aspects of the text service that no longer work either. I have spent hours on 9/1/23 and today on their chat service, only to be passed from one department to another and none of the staff seem to know anything about the Frontier ************ or which department is in charge of it and can fix the problems. I am the business owner and short of cancelling my now 12 year old account with ******************, dont know what else to do. They are just incompetent, This is not the first time I have had issues with Frontier. Multiple times over the years but have been hesitant to switch.

  Business Response

  Date: 09/21/2023

  Please see the attached response.

  Customer Answer

  Date: 09/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  1) The transition to the new platform occurred without any warning

  2) The problems at the time were brought to Frontier attention via their CHAT and via phone (spent hours on this): was advised that it will be fixed within a few days. Has not happened yet. There were other issues too such as loss of auto reply. Also the number of letters allowed was cut by 1/3. So it regressed to an inferior service

  3) New problem that came up was the service stopped working for one whole week. Contacting frontier via Chat and phone on a daily basis was completely futile. They finally told me to do a 10DLC registration which had been done previously and several days after redoing it, the service was back up again. 

   

  4) ********** did not tell Frontier that all is ok. They called in the middle of clinic and we advised them we have nothing to add to our previous complaints as they have not yet been fixed. 

  Overall, Frontier service is way below what is expected of a telecom company and I have had multiple of them in 35 years of having my own phone service  across multiple states....

  
  Regards,
  
  *********************, MD
  
  
  
  

  
  

  Business Response

  Date: 10/23/2023

  The Complaint states that:? 
  ? The customer states they lost the text messaging history and contacts.
   
  Frontier has reviewed the above statements and offers the following response:? 
  Frontier confirms that Frontier Texting enhancements occurred effective September 1, 2023.  Upon accessing the www.frontiertexting.com site, new registration was required, and tutorials were made available.  
  Frontier advises that our advanced technical completed the retrieval of missing contacts and text history on October 11, 2023.  
  Frontier spoke with a doctor at the office who confirmed the data came in to resolve. 
  ? 
  We trust that this information will assist you in closing this complaint.? We apologize for any inconvenience that *********************?has experienced because of the above matter.
  
  
  
  

  Customer Answer

  Date: 10/23/2023

  I have reviewed the business response and accept this resolution for THIS PROBLEM ONLY... They are still not a recommendable communications company , with poor customer service, poor communication to clients when they make drastic changes, and their representatives are not helpful or knowledgeable and primarily function to pass the client to other departments like hot potato. I am actively looking at dumping them. 

• Initial Complaint

  Date:09/05/2023

  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 wanted to file a complaint on Frontier communications, internet provider. My family and I bought a camp in *** **. There is no cell service or internet there. The only provider is Frontier. They were scheduled to come set up internet on Friday September 1,2023 between 8am-12pm. I took off from work and drove up with my two small children 1.5 hours. Well no one came. We waited all day until I drove to find service. I had not received a call but rather a text to confirm service September 2, 2023, 8am-8pm. Again, no one came or called. I drove to get service around dinner time. I called Frontier who tells me they cannot get in touch with the service men because the customer service department was closed. They told me to call Monday. I stressed the fact that I waited two days without any one calling. I risked my familys health because if anyone got hurt, I couldnt reach or call anyone. I then called multiple times wasting hours for them only to put me in the back of the line for service set up which is September 26 or 29. I cannot take off from work again to go up there and wait. I asked for the service fee to be at least waved and one person told me yes and another one said no. I feel that this company is taking advantage of rural areas and monopolizing on this. It should not be legal.

  Business Response

  Date: 09/14/2023

  Complaint Number: 20558229                                                 Company *************************** *********************;    Phone: ************
                 
  Thank you for referring the complaint of **************** to our office for review. We appreciate bringing this matter to our attention.
  According to the complaint:
  Mrs. ***** advises of a missed appointment to install his service. 
  
  Frontier has investigated the above statements and offers the following response:
  Frontier apologizes for the missed commitments experienced by Mrs. ************ Frontier has committed to have services installed on September 15, 2023.
  Frontier advised Mrs. ***** of the above information. 
  
  We trust that this information will assist the Commission in closing this complaint. We apologize for any inconvenience that Mrs. ***** has experienced because of the above matter.
  
  

  Customer Answer

  Date: 09/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not completely resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was told I would not be charged the $85 installation fee as I took on the cost of me taking off from work and 1/2 tank if gas. Once this is waved I will be fully satisfied.
  
  Regards,
  
  ****************
  
  
  
  
  

  Business Response

  Date: 09/20/2023

   
  
  Complaint Number: 20558229                                                 Company *************************** *********************;    Phone: ************
                 
  Thank you for referring the complaint of **************** to our office for review. We appreciate bringing this matter to our attention.
  
  Frontier has investigated the above statements and offers the following response:
  Frontier apologizes for the missed commitments experienced by Mrs. ************ Frontier has committed to have services installed on September 15, 2023.
  Frontier issued a courtesy credit for the install fee in the amount of $85.00. This credit will appear within 1-2 billing cycles. 
  
  We trust that this information will assist the Commission in closing this complaint. We apologize for any inconvenience that Mrs. ***** has experienced because of the above matter.
  
  

  Customer Answer

  Date: 09/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****************
  
  
  
  
  

• Initial Complaint

  Date:09/05/2023

  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.

  won't apply acp & federal lifeline credits. i did printout my chat with them since june about the credit to be applied.

  Business Response

  Date: 09/20/2023

  Thank you for referring the complaint of ******************* to 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 received an electronic message indicate that *** APP ID ************ was either not found or expired.
  On September 11, 2023 I spoke with ******************* regarding her concerns. During this contact she provided new *** APP ID ************. I explained to ******************* that this matter would be referred to our internal department for investigation.
  Effective September 11, 2023 the *** credit was added to the account.
  Research determined that the names did not match on the *** APP ID ******************************* and the Frontier account ******* & *************************.
  Please note that the NLAD/USAC (National Lifeline Accountability Database and ***************************************** may receive an error due to the name not matching on the *** APP ID and the ****************** account. Once NLAD/USAC determines that the names do not match they may send an electronic message to Frontier to remove the *** credit.
  On September 20, 2023 I relayed the above information to *******************. During this contact, she acknowledged that the *** APP ID is under her name only. ******************* confirmed via PIN to change the ****************** account to her name.  
  On September 20, 2023 the Frontier account name was updated to reflect *******************************.
  
  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: 09/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  
  
  
  
  

• Initial Complaint

  Date:09/01/2023

  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.

  Friday 8/25/2023 around 12:00pm, my fiber internet service stopped working. There was a possible outage in the area. I called 8/26/2023 and spoke to a person, did all the necessary firsts steps to resolve the issue. I had a service ticket created to have a tech come out. 8/27/2023 my ticket was canceled without notification, by their computer system, because the outage nearby resolved. Even though it had already been discovered the issue was the line underground from the junction across the street to the box out back of my house. After numerous attempts of chatting and calling, the automated system made me a service ticket for 8/30/2023, this ticket was also canceled without notice. I called again and the automated system set me another appointment for 9/4/2023. Each time I communicate with the humans they claim to have no recollection and they have no techs available. I had a 3rd appointment today 8/31/2023 from ****. At 10:00am I checked the status and it said "completed" when no person came to the house. I work remote. I have missed 5 days of work thus far and cannot get a human on the phone to resolve this. Each person I spoke to in the past few days assures me it won't be canceled, assures me there will be no more confusion. I was offered $2.17 for the inconvenience of the service being out. I feel I deserve more compensation. Not just loss of wages but for all the incorrect actions and lack of communication. A manager is expected to call me within 2 hours (8/31/2023 10:30am - 12:30pm. This is completely unacceptable, unprofessional, negligent, and as disrupting as I can think of. However they decide to compensate me it should be equivalent worth of what I am continuing to loose. They now claim the only available appointment now is 9/4/2023 from 1-5pm. By then I will have been without any service person assessing my issues, and without connection to my job, for 11 days!

  Business Response

  Date: 09/12/2023

  Complaint Number: 20506685
  Customer Name: ***************************
  Phone: **********
  
                 
  Thank you for referring the complaint for *************************** to our office for review. We appreciate bringing this matter to our attention.
  
  The Complaint states that:
  
  *************************** stated she experienced trouble with her Frontier service.
    
  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier records show that the customers service was restored on September 4, 2023.
  The customer has been advised that credit has been applied for the service concerns.
  The credit will be reflected in 1-2 billing statements.
  We apologize for any inconvenience this may have caused the customer.
  We have provided direct contact information to the customer. 
  We trust this information will assist you in closing this case.
  .
   
  
  

  Customer Answer

  Date: 09/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was offered (and I received) a credit to my account for $39.89, which I will agree does cover the loss of use of services. I do not agree that this resolves all that I endured during the 10 days I was without service. I included screenshots of correspondence with Frontier, being reassured time and time again, apologizing, etc.

  My concerns are that I am a remote employee. I was without connection to my job from Fri. 7/25/2023 12:00PM until 9/4/2023 1:00PM causing tension with my superiors as well as lost wages, not to mention the stress and anxiety I endured for more than a week while trying to reach a solution.

  When the technician arrived issue was corrected in less time than it took to get a human on the phone. I switched from cable to fiber specifically to avoid this situation. It is absolutely unacceptable the way all of this was handled. When my appointment mysteriously got canceled (more than 1 mind you). I call to find out why and the automated system tells me there's no outage in my area (the reason the 'automated' system canceled my ticket). I call back, the automated system detects my service is out, makes me another ticket and cuts me off. This happened many times. I had to use the chat feature just to get a human.

  I was provided a direct contact extension with Frontier, ***** is her name. We spoke briefly 9/8/2023 but it was a bad time for me. I left a voicemail Monday 9/11/2023 5AM citing my availability etc. I also inquired what 'number' she would think is appropriate for compensation to me for everything? She has not returned my call. Shortly after I received the $39.89 credit, and then I received this response from BBB. 

  ZIP file of screenshots are included, merely to show the run-around treatment I received.
  
  Regards,
  
  ***************************
  
  
  
  

  
  

  Business Response

  Date: 09/15/2023

  Rebuttal Number: ********
  Customer Name: ***************************
  Phone: **********
  
                 
  Thank you for referring the rebuttal for *************************** to our office for review. We appreciate bringing this matter to our attention.
  
  The Rebuttal states that:
  
  *************************** stated though she received credit for her service interruption, but did not receive compensation for loss of wages, stress, tension, and anxiety while her services were interrupted.    
  
  Frontier has investigated the above statements and offers the following response:
  
  ******************** requested compensation beyond loss of service. As stated in Frontiers terms and conditions, Frontier will not be liable for any inconvenience, loss wages, liability in which resulted from an interruption of service. 
  Frontier issued time out of service credit to account which will be reflected in 1-2 billing cycles.
  Frontier records show that the customer reported service issues on August 25, 2023, and a trouble ticket ********* was issued with a due date of September 4, 2023. 
  Trouble ticket ********* was created on August 25, 2023, and was moved to a Common Cause ticket Fiber Cut/Vandalism/Theft. The damaged facilities had to be repaired/replaced.
  Trouble ticket ********* was opened August 25, 2023, and on August 27, 2023, was moved to the Common Cause ticket *********.
  Frontier advised the repair was completed on September 4, 2023. 
  Frontier advised customer that credit has been applied for the service concerns which will be reflected in 1-2 billing cycles.
  We trust this information will assist you in closing this case.
  .
  
  Sincerely,.
  Frontier Communications  

  Customer Answer

  Date: 09/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Without a consecutive report of the ticket numbers and their creation dates, the tickets mentioned in the reply are not all tickets involved. It appears that it may be fabricated and or deceptive.
  I understand per policy, loss of wages is not compensated. I do feel that I am owed something more. Please understand, when automated systems schedule and cancel tickets for service, often without notice, and I was calling to get a human. The only way to get a "human" was the chat feature and this ended the same way. Nothing about changing tickets to deferent things. Communication was ridiculous, and often non-existent. This has caused more trouble than help.

  I appreciate your consideration to compensate me further for the incredibly dysfunctional and chaotic situation that was brought upon me.
  
   - ***************************
  
  
  
  

  
  

  Business Response

  Date: 09/20/2023

  Rebuttal Number: ********
  Customer Name: ***************************
  Phone: **********
  
                 
  Thank you for referring the rebuttal for *************************** to our office for review. We appreciate bringing this matter to our attention.
  
  The Rebuttal states that:
  
  *************************** stated though she received credit for her service interruption, but did not receive compensation for loss of wages, stress, tension, and anxiety while her services were interrupted.    
  
  Frontier has investigated the above statements and offers the following response:
  
  ******************** requested compensation beyond loss of service. As stated in Frontiers terms and conditions, Frontier will not be liable for any inconvenience, loss wages, liability in which resulted from an interruption of service. 
  Frontier issued time out of service credit to account which will be reflected in 1-2 billing cycles.
  Frontiers policy is no compensation for loss of wages, stress, tension, and anxiety while a customers service are interrupted.
  Frontiers response remains the same and is final.
  We trust this information will assist you in closing this case.
  .

• Initial Complaint

  Date:09/01/2023

  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.

  We ordered ********** so that I can order Sunday *** ticket with Red Zone during a promotion they had on 8/11/2023 for $289. I called on 8/29/23 to my surprise I was told afywr 2 hours on being transfered I in fact did not order it it was not showing on my account. I called back 9/1 the promotion ended but now its reflecting I have Sunday ticket! I would like to receive a credit on my account for the difference the price was when I orderes it on 8/11/2023. Its a $70 difference now. This whole issie has been beyond frustating! Each person I talk to does not handle the issie. They each say its Frontier, ****** and ********

  Customer Answer

  Date: 09/05/2023

  We are requesting a bill adjustment! 

  Customer Answer

  Date: 09/05/2023

  We ordered ********** so that I can order Sunday *** ticket with Red Zone during a promotion they had on 8/11/2023 for $289. I called on 8/29/23 to my surprise I was told afywr 2 hours on being transfered I in fact did not order it it was not showing on my account. I called back 9/1 the promotion ended but now its reflecting I have Sunday ticket! I would like to receive a credit on my account for the difference the price was when I orderes it on 8/11/2023. Its a $70 difference now. This whole issie has been beyond frustating! Each person I talk to does not handle the issie. They each say its Frontier, ****** and ********

  Business Response

  Date: 09/19/2023

  Complaint Number:  20554494                              
  
  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 he ordered a ********** subscription from Frontier and added the *** Sunday ticket on August 11, 2023.  After contacting Frontier on August 29, 2023, he was informed that the *** Sunday ticket add-on subscription was not showing on his account.   
  ******************** advises that on September 1, 2023, he called Frontier again after the promotion had ended and was told that the *** Sunday ticket was indeed reflected on his account.  His concern was that he would not receive the promotional rate, and he would like to be credited for the difference between the current price and the previous promotional rate for the *** Sunday ticket.  
  
  
  
  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier advises that the order was issued on August 11, 2023 to have the ********** subscription added to Mr. ********* account for a monthly rate of $57.99.  Frontiers system is unable to display any add-on subscriptions, but once the September 13, 2023 bill generated, it showed the one-time charge of $299.00 for the *** Sunday ticket. 
  Frontier spoke with ************************************ on September 18, 2023 and informed her that the *** Sunday ticket billed out at $299.00.  She advised Frontier that the agreed-upon rate was supposed to have been $289.00, so Frontier issued then a credit for the $10.00 difference.  The customer was satisfied with the resolution. 
  
  
  
  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 
  
  

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There was miscommunication, my husband still does not have *** Sunday ticket WITH RED ZONE. This was a part of the package he initially signed up for on 8/11/2023 for the price of $289. This matter is not satisfied. 
  
  Regards,
  
  *******************************
  
  
  
  
  

  Business Response

  Date: 09/27/2023

   Complaint Number:  20554494                               
  
  Customer Name:  ****************************;                                           
                 
  
  Thank you for referring the rebuttal of ******************************* to our office for review.  We appreciate ******************** bringing this matter to our attention.
  
  The Rebuttal states that:
  
  ******************** advises that when he ordered a ********** subscription from Frontier on August 11, 2023, he signed up for the *** Sunday Ticket at a discounted rate of $289.00 that should have included the *** Red Zone at no additional cost.  Although the *** Sunday Ticket is available for him to view, he still doesnt have access to the *** Red Zone.  
  ******************** advises that he had to pay extra to add the Red Zone to his package and would like credit for the $70.00 difference.
  
  
  
  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier advises that prior to August 22, 2023, the promotional price for the *** Sunday Ticket was $249.00 without the Red Zone and $289.00 with the Red Zone.   ******************** was billed $299.00, which is the price of the *** Sunday Ticket without the Red Zone that went into effect after August 22, 2023.
  Frontier advises that since ******************** placed his order on August 11, 2023, he should have been billed at the earlier promotional price of $289.00 with the Red Zone included.
  Frontier advises that a $10.00 credit had already been applied to the account, so an additional credit in the amount of $60.00 has been processed.  That comes to a total credit of $70.00.
  Frontier spoke with ************************************ on September 27, 2023, advised her of the above information, and provided her with the remaining balance on the account.  She was satisfied with the resolution.  
  
  
  
  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: 09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate the comminication and the help to resolve this issue.
  
  Regards,
  
  *******************************
  
  
  
  
  

• Initial Complaint

  Date:09/01/2023

  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 3/26 and paid the final bill. I moved into a new apartment 3/25 that had free internet and cable included. Then my house was sold 4/14 frontier is trying to charge me from 3/26 until 4/25.I have screen shots of the representative telling me that a mistake was made, and they see me canceling 3/26 but that it was not put in until 4/6 which i do have an email of disconnection for that date even though i canceled before. I would like what was said they would do, and the report update waived. Otherwise, I will file against them as well and show the screen shots. Shame on them for trying to make pennies on the dollar from former customers thinking it is too small for someone to take action.

  Business Response

  Date: 09/29/2023

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

  
  Ms. ********* wanted to dispute part of the charges billed on her final bill.
  

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

  Frontier advises that the customer cancelled as of April 6, 2023 and the billing went through April 25, 2023.
  Frontier advises that we placed an adjustment for the prorated days after disconnection.
  Frontier advises that we were unable to reach Ms ********* on a follow up call but left our direct contact information.
  

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

  Customer Answer

  Date: 10/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  Also please see screen shots the company admitted I canceled I canceled on the 26. I also went through my phone records no call was made 4/6 it was done 3/26. Also I was told that they would have the collection agency they reported me to for *****'s on the dollar would be cleared and taken care of. Please reach back out, I heard no call back since speaking to the initial representative that said they would look into this. 
  Regards,
  
  ************************
  
  
  
  
  

  Business Response

  Date: 10/05/2023

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

  Ms. ********* wanted to dispute part of the charges billed on her final bill.
  

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

  Frontier advises that the customer cancelled as of April 6, 2023 and the billing went through April 25, 2023.
  Frontier advises that we placed an adjustment for the prorated days after disconnection.
  Frontier advises that our position on the matter remains the same.
  Frontier advises that we were unable to reach Ms. ** La Osa but we left our direct contact information.
  

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

  Customer Answer

  Date: 10/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ************************
  
  You can see by the screen shoots from before the company is not doing what they said they would no prorate was done and they keep copy and pasting the same response