ComplaintsforFrontier Communications

• Initial Complaint

  08/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Frontier left a flyer on my door regarding their service now available in my area. This was around late February or early March this year. I contacted Frontier and signed up for their service. I was given an install date and contacted my other provider with a date to disconnect. Frontier installed their service but it failed to work and used excuses when calling customer service including "outage" in area excuses. I called almost daily and days later they said it was on my end and would provide a technician to come by in a couple of weeks. I told them it was not acceptable and ordered a cancellation. Frontier agreed not to charge me for the equipment restocking fee. I called my former provided and paid for a technician to reinstall my services. Long story short, Frontier charged me for equipment restocking fee. I have tried speaking to them on several occasions and they say it is a different billing group and the folks in customer service cannot credit those fees. They will not provide information to reach the "equipment group". They turned over the fee to a collection agency and I have disputed charges with them. Copy of letter attached. I reached back out to collection agency to see if resolved and they are saying that Frontier still considers this owed. Frontier did not service me nor even put me in their client database. They have no record of me as a customer and had to generate an account to put the restocking fee invoice on it. Frontier needs to credit this invoice. I signed up for their services in good faith, they failed to provide the service, and now they should not be paid for equipment that did not work.

  Business response

  10/20/2023

  BBB Complaint ID: ********

   

  Thank you for referring the complaint of *************************** to our office for review. We appreciate you bringing this matter to our attention.
  
  In the complaint ****************** expressed concern regarding her dispute of the $50.00 equipment restocking fee plus tax/
  
  Our records indicate ****************** disconnected internet service on March 24 2023. The customer had service *******- March 24 before the service was disconnected; however, Frontier does not prorate and bills to the end of the bill cycle. The bill states the following notification under Service Term:
  Video and ******** services are subscription-based and are billed one full month in advance. Video and/or ******** service subscription cancellations and any early termination fees are effective on the last day of your Frontier billing cycle. No partial month credits or refunds will be provided for previously billed service subscriptions.
  
  Additionally, ****************** is disputing the Equipment Restocking Fee (ERF). Please be advised Frontier Terms and Conditions states: Frontier Equipment Restocking Fee $50.00 charge helps cover the expense of arranging for the returning equipment to inventory, which includes logistics, shipping, and refurbishing costs. The Equipment Restocking Fee-applied per household, not per device. For details, visit frontier.com/billing-faqs.

   

  On March 24, 2023, the account was issued a credit adjustment for the monthly charges billed beyond the date of disconnect, and waiver of install fee. The credit adjustment issued was $93.96.
  
  

  The final bill generated May 14, 2023 and billed $53.88 for the Equipment restocking fee plus tax. Frontier advises, the fee is valid, and no credit is warranted for the fee.
  
  ****************** was previously advised of the above.
  
  We sincerely apologize for the inconvenience this matter has caused. We trust this information will assist you in closing this complaint.

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

  Frontier Communication

  Customer response

  10/22/2023

  I am rejecting this response because:   

  The reason that Frontier let me out of the contract and credited all service fees is because they were unable to provide services to my home.  I tried to resolve the dispute with customer service but customer service said that the invoice came from the equipment group and they have no control over their actions.  They said they could not provide me with the contact information for the equipment group.  When the bill was turned over to collections, I fully explained it to the collection agency and received an email they were discontinuing collection efforts.  Within a few weeks, the collection agency sent the account to the credit bureaus.  Frontier needs to do the right thing by crediting this and all fees as it smells a whole lot like telecom fraud!

  Business response

  11/02/2023

  Frontier Communications received notification of a complaint which has been investigated and offers the following response:
  
  The consumer disputes Frontier Equipment Restocking Fee, On October 31, 2023, Frontier applied credit for the restocking fee in the amount of $53.88. The credit cleared the balance on the account; ****************** also recalled the account from collections and generated the request to have derogatory remarks for this account to be removed from credit reporting agencies.   
  Frontier Communications spoke with the customer and confirmed the above. We regret any inconvenience the matter caused and trust this information will assist you in closing this complaint. 
  
  Frontier Communications
  
  

  Customer response

  11/05/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am contacting you for help with an issue my husband and I are having with Frontier Communications. Any time I need to call someone or email someone, I have to drive to our town library where they offer free internet service (about 25 minutes away). We have had frequent disconnects if any internet at all since November 10, 2022. After multiple technicians tickets with Frontier (multiple no-shows). Frontier still has not fixed our internet service. I am constantly told they don't have an estimated day of repair. I have no phone because we use Vontage, no connection to emails unless I travel to the local library.I have several emails from Frontier's supervisors, Director of Operations, and I also emailed *******'s CEO *************************. I have copies of all emails, chats, copies of appointment tickets, and several Frontier Speedtests showing our lack of service.

  Business response

  09/11/2023

  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 she has been experiencing intermittent speed and connectivity issues with her **************** from Frontier.
  
  Frontier has reviewed the above statements and offers the following response:? 
  
  Ms. Decristofaros plan is as fast as 6 Mbps. Frontier informs customers that Frontier expects customers will receive 50% to 100% of this maximum provisioned speed.
  Frontier also advises that actual ******** speed at the service address, and the ability to access various ****************s will vary as a result of connecting Wi-Fi, multiple users or devices on the same account, distance to serving facilities, the capacity, performance or limitations of inside wiring and personally owned equipment. Additional information is available to customers at **********************************************************.
  Frontier is continually working to improve its network and its customers experience.
  However, Frontier has no specific plans for upgrades in Ms. ************* area at this time.
  **************************** has the following options: (1) continue with her current plan or (2) discontinue the **************** with no early termination fee or additional charges. Frontier informs customers of these options based on the above factors.
  Frontier regrets any inconvenience **************************** may have experienced as a result of the above matter.
   
  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.? 
  ? 
  
  

  Customer response

  09/12/2023

  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.
  

  Ms. Decristofaros plan is as fast as 6 Mbps. Frontier informs customers that Frontier expects customers will receive 50% to 100% of this maximum provisioned speed. My husband & I were never notified we would receive less than 6 Mbps.  Only a moron would sign up and pay for a plan that states you will receive up to 6 Mbps. 

  
  Frontier is continually working to improve its network and its customers experience. Frontier was supposedly almost finished repairing their equipment so my home would receive adequate internet speed, until I complained to the BBB. Now they are telling you the speeds I am currently receiving are sufficient and I am receiving the speeds I signed up for. Thats not true.  The speeds I am currently receiving are less than 50% of 6 Mbps upload and have 0.3 Mbps of upload speed. In fact, since complaining to the BBB,we appear to be receiving even slower speeds now. (see attached Frontier speed tests).

  
  However, Frontier has no specific plans for upgrades in Ms. ************* area at this time. This is another lie, as Frontier was in the process of fixing their equipment which is causing our slow speeds, until I complained to the BBB. (see attached email from Frontiers Director of Operations)

  
  **************************** has the following options: (1) continue with her current plan or (2) discontinue the **************** with no early termination fee or additional charges. Frontier informs customers of these options based on the above factors. We want to continue our plan with Frontier, however,we want to receive the speeds we were once receiving prior to November 10,2022.  The speeds Frontier are currently supplying our home are not adequate. We have constant buffering and our phone calls are often dropped. This is not acceptable and our current speeds arent even 50% of 6 Mbps.

  If BBB would allow me to send you four (4) additional attachments I would greatly appreciate it as the attachment are copies of conversation with Frontier's Director of Communications stating they were in the process of fixing their equipment which would fix the speeds we are receiving at our home.  Once I complained to the BBB, all communications with the Director of Operations stopped, and our speeds appear to be even lower since I complained.

  
  Regards,
  
  *******************************************
  
  
  
  

  
  

  Customer response

  09/12/2023

  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.
  
  Ms. Decristofaros plan is as fast as 6 Mbps. Frontier informs customers that Frontier expects customers will receive 50% to 100% of this maximum provisioned speed.

  My husband & I were never notified we would receive less than 6 Mbps. Only a moron would sign up and pay for a plan that states you will receive up to 6 Mbps. The speed test copies we have supplied you with prove the speeds we are receiving from Frontier are not what Frontier states we are supposed to receive.

  Frontier is continually working to improve its network and its customers experience.

  Frontier was supposedly almost finished repairing their equipment so my home would receive adequate internet speed, until I complained to the BBB. Now they are telling you the speeds I am currently receiving are sufficient and I am receiving the speeds I signed up for. Thats not true. The speeds I am currently receiving are less than 50% of 6 Mbps upload and have 0.3 Mbps of upload speed, which are not adequate speeds. In fact, since complaining to the BBB, we appear to be receiving even slower speeds now. (see attached Frontier speed tests).

  
  However, Frontier has no specific plans for upgrades in Ms. ************* area at this time.

  This is another lie, as Frontier was in the process of fixing their equipment which is causing our slow speeds, until I complained to the BBB. (see attached email from Frontiers Director of Operations)

  
  **************************** has the following options: (1) continue with her current plan or (2) discontinue the **************** with no early termination fee or additional charges. Frontier informs customers of these options based on the above factors.

  We want to continue our plan with Frontier, however, we want to receive the speeds we were once receiving prior to November 10, 2022. The speeds
  Frontier is currently supplying our home are not adequate. We have constant buffering and our phone calls are often dropped. This is not acceptable and our current speeds arent even 50% of 6 Mbps.
  
  Regards,
  
  *******************************************
  
  
  
  

  
  

  Business response

  09/19/2023

  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:? 
  ******************************** advises that she continues to experience intermittent speed and connectivity issues with her **************** from Frontier.
  
  Frontier has reviewed the above statements and offers the following response:? 
  Frontiers position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
  
  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.? 
  

  Customer response

  09/25/2023

  Good Morning,

  As you can see from the attached Frontier Speed Tests, my home is receiving less than 50% of 6 Mpbs, and zero upload speed.  My home is not receiving the speeds it was receiving prior to November 10, 2022, and we have been a customer with ****************** since 2016.  Throughout the year, we have had many Frontier technician appointments to hopefully repair their issue. All of the technicians made comments that the problem was in Frontier's dslam (port box) which is down the road from my home. They also stated that Frontier's computer system doesn't show any problems at my home regarding the speeds, and that is because the problem isn't at my home. It is from Frontier's dslam to my home and Frontier's homebased computer cannot detect that.  Frontier's Director of Operations stated in his emails that all the parts had arrived and Frontier's men were currently working on getting their system that feeds my area cutover to Ethernet.  What happened to that?  Did they finish that project?  Or maybe they are working on getting fiber to my area. Can someone please get back to me and help me?

  Sincerely,

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

  Customer response

  09/25/2023

  Good Morning,

  As you can see from the attached Frontier Speed Tests, my home is receiving less than 50% of 6 Mpbs, and zero upload speed.  My home is not receiving the speeds it was receiving prior to November 10, 2022, and we have been a customer with ****************** since 2016.  Throughout the year, we have had many Frontier technician appointments to hopefully repair their issue. All of the technicians made comments that the problem was in Frontier's dslam (port box) which is down the road from my home. They also stated that Frontier's computer system doesn't show any problems at my home regarding the speeds, and that is because the problem isn't at my home. It is from Frontier's dslam to my home and Frontier's homebased computer cannot detect that.  Frontier's Director of Operations stated in his emails that all the parts had arrived and Frontier's men were currently working on getting their system that feeds my area cutover to Ethernet.  What happened to that?  Did they finish that project?  Or maybe they are working on getting fiber to my area. Can someone please get back to me and help me?

  Sincerely,

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

  Business response

  10/26/2023

  Please see attached

• Initial Complaint

  08/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On December 22, 2022 a tree fell over my power line and internet line because of a rain and wind storm. On December 23, Eversource restored my power. I called Frontier on that day and explained that I have no internet due to the storm the day before. I explained to the rep over the phone that that it is extremely important that my internet be restored back because I work from home and I have to work. He ran some test on his end to see if he can reset my modem even though I told him that the problem is outside. After being on the phone with him for a couple of hours, he said that he won't have an agent available until January 4th, 2023 to fix my problem. I told him that is not acceptable because I need internet service for my job and I could not wait until January 4th and that I need to cancel my service and go with another company that could provide internet service sooner. He proceeded to transfer me to the retention department after I told him that I was going with another company. I spoke to another rep at the ************** and she told me the same thing that they do not have any agent available until January 4th. I told the rep to cancel my account and requested that my account be credited for the time lost with no internet. She told me as of 12/23/22 the amount due was $47.49. I sent a check a couple of days later for that amount which they received on January 6, 2023. After I hung up with Frontier, I contacted Xfinity. Since it was the Christmas holiday, they said they will send someone on the December 26 to run the internet cable outside and that I should have the service on that day. Since then, I have had Xfinity for my internet service. Then around first week of June this year, I received a Notice of Account Past Due dated 5/31/2023 for $266.67. I called them to find out why I get a bill because I no longer have an account with them. While I was on the phone with a rep, she said that the amount due now is $338.23. She said it is probably for equipment that I did not return which I was told that I did not need to. She told me that she was going to mail me a *** kit so I can return the equipment. I received the *** kit and I mailed the modems which they received on July 9. I received another bill on dated July 15th. I called Frontier again and spent another 2 hours with supervisor *******. He promised to investigate and called me right away with an answer. He called me 2 days later while I was in a meeting at work. I asked him if he could call me back later since he does not have a direct line for me to call him back. I never received any call back and it has been so difficult to get a live person over the phone. Today I received a credit collection letter from Frontier. Its been very frustrated because I cannot get an answer from Frontier as to why I owe this money when I cancelled my service and returned the Frontier equipment. I am asking Better Business Bureau to please help resolve this issue as I do not want this to mess up my credit. Thank you.

  Business response

  10/20/2023

  Complaint Number: 20461929                                    Company Code: Click here to enter text.

   

  Customer Name: ***********************************                        Phone: **************

                                

   

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

   

  The Complaint states that:

           ******************** advise that she was billed for services after she requested to disconnect.

           ******************** also advised that the bill was referred to collections.

            

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

   

           Upon investigation, Frontier advise ******************** was billed in error for additional months of **************** provided by Frontier.

           Frontier provided credit has been issued for the billing error and has brought Ms. ********* account to a zero balance. We have sent information to the collection agency for update to credit report. Please allow ***** days for this update.

           Frontier representative has spoken to ******************** and provided the above 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.

   

   

  Frontier Specialist: **************                                   Department: General Manager

  Telephone Number: ************                       Fax Number: ************

  Customer response

  10/21/2023

  I have reviewed the business response and accept this resolution. 
  

  I very much appreciate your help in this matter.

  Regards,

  ********************************;

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the problem is with Frontier phone service, I have a landline with Frontier and my service has been down since August 3rd and as of today it is 7 days. Land lines are required in this area as we don't have cell service. I am handicapped and need this service. Frontier won't give me any information when this problem might be resolved.

  Business response

  09/18/2023

  
  Complaint Number: 20451413
  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 services. 
    
  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier records show that the customers service was restored on September 18, 2023. 
  Frontier records that the customer was issued OOS credit which will be reflected in 1-2 billing cycles.
  We apologize for any inconvenience this may have caused.
  We trust this information will assist you in closing this case.
  .
   
  
  

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our phone service is in the Adirondacks and our phone has twice been out of service. When we have tried to schedule a repair appointment they only have appointments three weeks out. That means we have no phone service for nearly the entire summer. We have asked for a reduction in our bill but haven't determined if they have done so yet. It is a potentially dangerous situation since we are boat access only. If we have an emergency this is a problem. In addition. Frontier is the only service available for us and in my terms that constitutes a monopoly which should be illegal. Please respond. Thank you.

  Business response

  10/23/2023

  Please see attached

• Initial Complaint

  08/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My yard got hit by lightning July 11 my landline and computer feed went out frontier came over and confirmed that it was broke underneath the road and that's basically the last time I had any talk communication with them I've called the ***** number a couple times been on hold for over an hour talk to some lady with a real heavy foreign accent I tried to repair guy down and he said he checked into and give me a call back or a text back and you never did that so we kind of rely on our computer feed for paying bills and getting prescriptions we're both in our 70s and I'm hard of hearing

  Business response

  09/18/2023

  Complaint Number: 20423121
  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 he experienced trouble with his Frontier services when his yard was hit by lightning. 
    
  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier records show that the customer reported trouble when his yard was hit by lightning on July 11, 2023.
  It has been confirmed that there is damage underneath the road. On August 7, 2023 I was advised that there is a permit pending. 
  As of September 8, ******************************* SWC Review. 
  On September 8, 2023 we issued OOS credit so that he is reimbursed for any monthly recurring charges while his service is not working.
  We have provided direct contact information to the customer.
  We continue to work directly with customer providing updates as received and credits until service has been restored.
  We have provided direct contact information to the customer. 
  We trust this information will assist you in closing this case.
  
  

• Initial Complaint

  07/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 20th a Frontier sales person came to my home attempting to sign me up for service. This occurs every two weeks. I requested that they stop coming to my home that I was not interested. An hour later the sale person came back and knocked on my door again laughing. I work from home and this is harassment. In attempting to contact customer service they will not allow you through the phone system unless you have an account or if you want to sign up for service. I did attempt that line but they were closed at 5 pm.

  Business response

  07/24/2023

  Complaint Number: 20352404
  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 he experienced trouble with Frontier employee.    
  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier has notified the Manager for Door-to-Door salespeople in ********.
  Frontier has called and apologized to ***************************************
  We apologize for any inconvenience this may have caused the customer.
  We trust this information will assist you in closing this complaint.
   
  
  
  Sincerely,
  **************
  Frontier Communications  

  Customer response

  07/25/2023

  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,
  
  **********
  
  
  
  
  

  Customer response

  09/07/2023

  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.

  
  I previously filed a complaint against Frontier for harassing solicitor coming to my house every other week. They reached out and said they had taken care of the issue and that this would not happen again. Yet again I have their solicitors knocking on my door as if they are the police to try to sell me a service in which I have repeatedly told them I am not interested and to not come to my door again. Their representative told me that this would not happen again and as soon as I **** the complaint as resolved this issue starts happening again.
  
  Regards,
  
  *************************
  
  
  
  
  

  Business response

  09/07/2023

  Complaint Number: ******** Rebuttal
  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 he experienced trouble with Frontier employee.    
  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier has notified the Manager for Door-to-Door salespeople in ********.
  Frontier has called and apologized to *************************. We left a detailed message with direct contact information.
  We have provided direct contact information to the customer if there should be any further disruptions.
  We apologize for any inconvenience this may have caused the customer.
  We trust this information will assist you in closing this complaint.
   
  
  
  Sincerely,
  **************
  Frontier Communications  

  Customer response

  09/08/2023

  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.
  
  After that conversation with Frontier I am continuing to have employees coming to my home. No direct contact information was shared in the event of future issues. They lied to have me resolve the complaint but still having their employees come to my home and solicit on a regular basis. 
  
  Regards,
  
  *************************
  
  
  
  
  

  Business response

  09/18/2023

  Complaint Number: ******** - Rebuttal
  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 he experienced trouble with Frontier employee.    
  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier has notified the Manager for Door-to-Door salespeople in ********.
  Frontier has called and apologized to ***************************************
  Frontier Manager continues to investigate and resolve this issue for ******************** and the issue he is experiencing. 
  We apologize for any inconvenience this may have caused the customer.
  We trust this information will assist you in closing this complaint.
   
  
  

  Customer response

  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.
  
  The company has shown me no reason to believe that their door to door manager is doing anything to prevent this issue from happening again. I was told this same thing after my first complaint and as soon as it was closed the issue reoccurred. I need assurances that my address is on their do not solicit and that I have been removed from all marketing included but not limited to door to door, mailing and phone. 
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Due to terrible connectivity on Wi-Fi, I had Service with Frontier for seven months. Four of those were sitting on the phone, not having any service, and having Service People constantly coming out, never to fix the correct installation, not fixing the problem and setting it up properly.**************** interruptions. There was no contract, and it could be canceled at any time. I canceled the Service today. I have 28 days left in the cycle that they will not prorate, and they still want to charge me a $50 restocking fee service never worked properly most the time.

  Business response

  07/11/2023

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

  
  Mr. ** *********** wanted service cancelled and the prorated charges adjusted.
  

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

  Frontier advises that Mr. ** La Portillas account was disconnected on July 10, 2023.  The billing cycle date ends on the 1st of each month.
  The fee that is billed as an equipment restocking fee that is applied to the final bill of all Frontier Internet customers to help cover the expense of arranging for and returning Frontier-provided equipment to our inventory. This is a one-time fee applied per household, not per device even if you choose not to return your equipment. For details, visit frontier.com/billing-FAQs.
  Frontier advises that we spoke with ********************************* on July 10, 2023, and advised of the above.
  

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

  Customer response

  07/12/2023

  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.

  Frontier communications did call me, but there was no resolution offered whatsoever I had closed the account on the sixth talking to many people regarding how to drop off close my account

  ****************** representative comment is completely and totally disingenuous there was no offer made at all they did not try to help whatsoever his call was completely useless because he never called for any type of resolution it was simply to call back because I made a complaint with the Better Business Bureau they do not care about resolving any type of complaints whatsoever.

   

  It was a complete and total depressing conversation of the man that called just to waste time saying the same thing without trying to help at all

  There was no resolution by frontier whatsoever they just don't care at all.

  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *************** ***********
  
  
  
  

  
  

  Business response

  07/17/2023

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

  
  Mr. ************************* wanted service cancelled and the prorated charges adjusted.

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

  
  Frontier advises that Mr. ** La Portillas account was disconnected on July 10, 2023.  The billing cycle date ends on the 1st of each month.
  The fee that is billed as an equipment restocking fee that is applied to the final bill of all Frontier Internet customers to help cover the expense of arranging for and returning Frontier-provided equipment to our inventory. This is a one-time fee applied per household, not per device even if you choose not to return your equipment. For details, visit frontier.com/billing-FAQs
  Frontier advises that our position on the matter is still the same.
  Frontier advises that we spoke with ********************************* on July 17, 2023, and advised of the above.

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

  Customer response

  07/18/2023

  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.
  
  The service was never set up properly. It was never working properly.

  Nothing was ever offered by frontier whatsoever. They just call because I am making a complaint, but no resolution is offered speaking to ******* that called me is useless they offer nothing not even an apology .

  They just keep repeating the same thing.

  Very poor service, and even worse customer service.

  
  Regards,
  
  ****** De ***********
  
  
  
  

  
  

  Business response

  10/27/2023

  According to the complaint:
  

  The consumer advised he disagrees with Frontier's policy of billing a $50.00 restocking fee.

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

  Frontier advises customers were notified under the need-to-know section of their bill dated February 7, 2023
  Starting March 13, 2023, we are increasing the Equipment Restocking Fee to $50.00. This fee applies per household when the Internet is disconnected. It helps cover the expense of arranging for the return of equipment to inventory, Including logistics, shipping, and refurbishing costs. For details visit www.frontier.com/billing-faqs.
  We trust that this information will assist you in closing this complaint.  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been without phone service for 2 months. Here we have little to no cell service. And my husband has a bad heart condition. Without phone we have no internet to monitor him. This is becoming a serious issue. We have called and called. They say they will get to but nothing happens. Acct # ********************* I would like to get this resolved ASAP. I hate being at work and unable to monitor him So can you please please help us.

  Business response

  09/28/2023

  8/14/2023
  
  Complaint Number: ********                                 
  Customer Name: *********************
  Phone: ************
  
  The Complaint states that:
  
  ********************* stated he has an issue with his Frontier services.
  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier records indicate that the customers service has been restored and an adjustment of $285.44 has been issued to the account.
  We have provided the customer with our direct contact information.
  
  We trust this information will assist you in closing this complaint.
  
  Sincerely,
  **************
  Frontier Communications 
  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To whom it may concern:I thought it wise to advise your organization that I have not been receiving **************** from Frontier since 5/18/2023. I have called in several times to resolve this "outage", but have not been able to resolve this matter (Frontier phone#: ************). Yet, they still expect monthly payments. I would hope that you would reach out to Frontier regarding this matter. My frustration grows.My full information follows:FRONTIER CUSTOMER Name on account: ************************* Account#: ********************* Billing address: 641 *************. Side Door *********, ** ***** My cell Phone#: ************ These are the dates I have attempted to resolve this matter:5/28/23 6/02/23 6/12/23 6/06/23 6/19/23 x 2 6/21/23 6/22/23 x 2 For your information, as I have made many attempts to resolve this matter without success. Please help!!!!!Thank you in advance for your attention. Again, to date I still have no ****************!!!Respectfully,*************************

  Business response

  07/03/2023

  
  
  
  
  *************************
  Complaint No.: 20243866
  Account : ************
  
  Frontier Communications has received notification of a complaint from the above individual.  
  According to the complaint:
  ******************** advises he was given a repair date but would like his service repaired prior to that date. 
  
  Frontier has investigated the above statements and offers the following response:
  Frontier advises Mr. ********* service was fixed on June 30, 2023.
  Frontier spoke with ********************, on July 3, 2023, and advised him of the above information.
  
  We trust that this information will assist the Commission in closing this complaint. We apologize for any inconvenience that ******************** has experienced because of the above matter. 
  
  

  Customer response

  07/06/2023

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

  Customer response

  07/06/2023

  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.
  Regarding previous COMPLAINT# ********. Still having no ***************** the problem "was" temporarily resolved, and "the service is down once again"! I fear Frontier will drag their feet once again as the last Internet downage took over a month to resolve. Consumers should not have to wait so long for paid service.!!!! "PERMENANTLY" REPAIR THIS CONTINUOUS "DOWN INTERNET SERVICE" PROBLEM PLEASE!!!!
  
  Regards,
  
  *************************
  
  
  
  
  

  Business response

  10/22/2023

  Frontier Communications Office of the President received notification of a complaint which has been investigated and offers the following response:

  
  An Office of the President representative contacted the consumer regarding service concerns.
  ******************** disconnected his account on 10/2/23. We have issued all time out of service credit and apologize for all service issues.
  Frontier provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns.
  We trust this information will assist you in closing this complaint.

  Customer response

  10/24/2023

  I have reviewed the business response and accept this resolution. 

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