ComplaintsforFrontier Communications

• Initial Complaint

  10/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 9-20-2023 I requested for Frontier to install **************** to my home (Order # *********). It kept messing up and after the third time within one week of messing up, I decided to cancel and get another provider. I cancelled the account on 10-03-2023 (confirmation# ********). I have requested my refund for the 17 days I did not use. I have contacted Frontier to get this back and they have told me that I will NOT receive a refund, BUT I have internet until 10-19-2023. I have more than once told them I have a different internet already and I want my refund....this has gone on deaf ears. All I want is my refund for 17 days.

  Business response

  10/19/2023

  Complaint Number:  20738950
  Customer Name:  *******************
  Phone Number:  ************
  Received Date:  October 17, 2023
  Closed Date:  October 19, 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 she installed service with Frontier on September 20, 2023, and canceled services on October 3, 2023, due to internet issues. 
  ************** advised that she requested a refund for the 17 days she did not use the service and was denied.
  ?
  Frontier has reviewed the above statements and offers the following response:? 
  
  Frontier records indicate ************** installed services on September 20, 2023, and requested to cancel on October 3, 2023.  No trouble tickets were reported, and ************** was offered to troubleshoot with technical support, but she refused.   
  As stated in Frontiers Terms of Service (************************************************), termination of non-regulated services is effective on the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance.
  Frontier advised ************** that the $50.00 restocking fee would be waived as a courtesy. 
  Frontier spoke to Ms.?White on October 18, 2023, and advised the above information.  ************** was not satisfied with the outcome and discontinued the call. 
  ? 
  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.? 
  ? 
  
  Regards,?? 
  
  *******************
  Executive Escalations Team
  ************, EXT:  *******

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The line was only buried 2 inches in the ground I called and they said they be back to fix never did! Hit line with mower and messed up my blades! Also they left yard a mess never fixed ! Ive called multiple times and they wont do anything said they wont fix until I pay my bill!! The line was also dug when marks from miss utility was out of date!

  Business response

  10/25/2023

  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 only buried the drop 2 inches in the ground and has not come out to fix it. 
  ************** advised that he hit the line with his mower, and Frontier will not fix it until he pays his bill. ? 
  
  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 the service concerns.
  Frontier resolved the service concern and adjusted the account for one month. We were able to come to a satisfactory resolution. 
  Frontier provided contact information for additional questions, requests, and correspondence specific to the consumers concerns.  
  ? 
  We trust that this information will assist you in closing this complaint.? 
  
  

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Business telephone has not worked sense 9/3/2023..I have called many many times also emailed still no repair.

  Customer response

  10/15/2023

  they did repair the phone on 10/14/23. you can close this. Thank you.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I thought my account was paid in full and close based on the email I received saying that frontier had received the returned equipment. The reason the account was closed is because I was selling the home and lived in ***** (no longer in **********). On October 5, 2023 I received a letter from a collection agency dated September 21. I called frontier to inquire how I owned the pass due amount. I then tried to pay but the system was down so the customer service representative sent me to bill matrix. I paid the bill through the system. I woke up to alerts on October 6 that I had a new collection item. I am in the process of closing on another house and I need to removed. If I was aware of the debt it would have been paid. This was the first letter I received in regards to this issue. I have informed delivery from the post office and verify this information. I was planning on utilizing the services in my new home but I will not if this matter is not resolved and removed from my credit report.

  Business response

  10/17/2023

  The Complaint states that:? 
  Ms. ***** advised that she thought her Frontier account was paid in full based on an email she received about her equipment return. 
  Ms. ***** advised that on October 5, 2023, she received a letter from a collection agency dated September 21, 2023.
  Ms. ***** advised that she contacted Frontier and paid the balance in full but received an alert on October 6, 2023, that she has a new collections item, which she wants removed from her credit report.
  ? 
  Frontier has reviewed the above statements and offers the following response:? 
  Frontier advises that Ms. ***** paid her outstanding balance in full on October 6, 2023.
  Frontier updated the credit agency on the paid balance. 
  Frontier does not remove valid balances from credit reporting.
  Frontier spoke to Ms. ***** on October 16, 2023, verifying the above information, and Ms. ***** presented no further questions or concerns.
  
  

  Customer response

  10/17/2023

  I am rejecting this response because:   I want the collection removed from all reports. 

  Business response

  10/18/2023

  The Complaint states that:? 
  Ms. ***** advised that she is rejecting Frontiers response because she wants the outstanding balance removed from her credit report.? 
  ? 
  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. 
  Frontier advises that Ms. ***** paid her outstanding balance in full on October 6, 2023.
  Frontier updated the credit agency on the paid balance. 
  Frontier does not remove valid balances from credit reporting.
  Frontier spoke to Ms. ***** on October 18, 2023, verifying the above information, and Ms. ***** presented no further questions or concerns.? 
  
  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  No telephone service since July 2022 yet still being charged for services

  Business response

  10/27/2023

  Frontier Communications Office of the President received notification of a complaint which has been investigated and offers the following response:
  
  A Frontier representative communicated with the consumer regarding billing concerns. Frontier resolved the billing concern on October 25, 2023 and a refund processed for the account. We were able to come to a satisfactory resolution.
  Frontier provided contact information for additional questions specific to the consumers concerns.

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

  Frontier Communications

   

  
  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted Frontier Communications 10/10/23 to set up a two day extension. I requested to pay on 10/12/23. The agent I chatted with stated the extension was granted. Today my service was cut. I contacted Frontier Communications immediately to correct the mistake. I was given the runaround for 4 hours, was told there was no proof of the agent granting an extension. I asked where I can send in screenshots of the agent approving the extension along with a credit on my bill. They didn't give that information

  Business response

  10/26/2023

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

  Thank you,

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

  Executive Customer Relations

  ******************** COMUNICATIONS

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have account issues where ACP is added to account then removed days later. I have had information INCORRECTLY imputed them I always fail certification, but employees were telling me issue read was medical better or myself. I had a frontier employee "Rose" who was able to identify the failures of previous employees and corrected wrong information on account causing a double account notification earning. Double Account was with ******************** because wrong number was used with account and other employees did not know or did not let me know. I have had to call already 40 times to frontier in last 22 months trying to correct issues and constantly meet with upset attitude with drive reps. I five a new ACP application i.d. and yet somehow it has expired or not verified , but national verifier says application i.d. is active. I do NOT understand what has happened with my frontier profile that is EXTREMELY difficult to add a working Acp application and have it stay on account greater than 3 weeks. I now owe a bill of $9.44 when I had a ****** credit on account. I have to go over this what seems 4x a month back and forth with frontier blaming national verifier. Each time I call national verifier they look at my information and find no issues. They say to call frontier and say the application I d. Is valid and issues are on frontiers end.

  Business response

  10/13/2023

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

  
  ************** is stating that the *** discount is not being added to the account.

  
  ****************** has investigated the above statements and offers the following response:
  
  Frontier advises that ************** reapplied to the *** plan and provided a new Application ID.
  ****************** advises that Mr. ****** account has been linked to the *** program and the discount has been applied.
  Frontier advises that an adjustment was applied to Mr. ****** account.
  ****************** advises that we spoke with ************** and advised of the above on October 12, 2023.

  
  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.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ended my TV and ******** services ***** to the beginning of the next billing. Was even told by their representative that my bill had been paid current. I returned their equipment and now being told they want $54.19 for turning in the equipment. Something about expense to check the equipment and refurbish it. Now this has gone to a collection agency! This is so wrong, was with their service ever since they took it over from ******* 10+ years or more. I will never use this service and definitely will tell all I know not to use Frontier!! What a rip off!!!!

  Business response

  10/19/2023

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

  
  **************** wants to have the restocking fee removed from the billing.
  

  Frontier has investigated the above statements and offers the following response:
  
  Frontier advises that the restocking fee is part of the Frontier Terms of Service.
  Frontier advises the restocking fee that is applied to the final bill of all Frontier Internet customers is 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 ******************** and advised of the above on October 19, 2023
  

  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.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 26, 2023, I had Frontier internet installed to replace Xfinity. The offer included to pay the contract buyout. When i got my final Xfinity bill showing the contract break fee of $90, I reached out to Frontier on how to request the refund and they said they will send me a form. They send email, but no form, I tried several times and it just asked to sign up for what service (Req#******* 9/18/23). I tried a couple of times in Sept again to no avail. I reached out again on 10/4/23 (Req#*******) and they sent me another email, same thing. I texted with them for over an hour and to speak with manager and they kept saying i missed the deadline. They did not care that i had tried several times and had difficulty figuring out how to request refund. This is a failure on their part to provide clear instructions for the consumer and they should honor my refund as I contacted them and tried several times to do this before the deadline..

  Business response

  10/13/2023

  
  The Complaint states that:
  
  ***************** advises that the promotional offer for Frontier to credit Xfinity buyout contract fees when she switched to Frontier was not fulfilled.
  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier Communications Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. Frontier communicated with the consumer and shared the details of the resolution reached. Frontier provided contact information for additional questions, requests, and/or correspondence specific to the consumer concerns.
  Frontier can advise that an adjustment in the amount of $90.00 for the promotional contract buyout has been applied to Mrs. ******* account.
  ****************** contacted ***************** and left a detailed voice message advising of this resolution.
  Frontier values ***************** as a customer and has provided our direct contact information should she have further questions or concerns.
  
  
  We trust this information will assist you in closing this complaint with Frontier Communications.   We regret any inconvenience that ***************** may have experienced as a result of the above matter.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started calling Frontier on Friday, September 22, 2023 about our phone service being out for a week or so every morning. Since that date I've called every other day or so to let them know my phone service is still our during the mornings. Sometimes it comes on around 10am or so. they send a tech out normally in the afternoon. I called them on Saturday, October 7, 2023 to say the phone is out again, came home in the afternoon and phone still out. It never came back on during the day or evening. I called today, Sunday, October 8, 2023 to let them know the phone has never came back on since I called yesterday morning. All they said was the tech will be out to your house on Tuesday, October 10, 2023 between the hours of 8am-5pm. Someone 18 years old or older needs to be there. My mom and neighbor that lives past me also are having phone problems just like mine. Plus other friends that lives before me are having the same problem. All Frontier reps wants to do is check my phone lines at my house. I feel all of us in this community needs 1 month or more credit on our bill since they have not fixed our phone lines.

  Customer response

  10/10/2023

  Frontier has contacted us and are checking into everything.  They will get back to us.  Go ahead and close the complaint.  

  Thank you for your help in this matter.

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

  Business response

  10/19/2023

  Complaint Number:  20711784
  Customer Name:  *************************
  Phone Number:  ************
  Received Date:  October 9, 2023
  Closed Date:  October 19, 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 he has been experiencing intermittent outages with his phone service and has repeatedly contacted Frontier to report this issue, but services are still not working. 
  ****************** advised that neighbors in the community also have phone issues and feel the community needs one month of credit or more since the lines have not been fixed. 
  ? 
  Frontier has reviewed the above statements and offers the following response:? 
  Frontier records indicate trouble was reported in August, September, and October due to common causes in the area. 
  Frontier advises that service outages can be due to many factors. Outages can affect multiple locations, and others are related to individual locations or services. 
  Frontier technician cleared the alarms and left a message on the home answering machine on October 10, 2023. 
  Frontier issued credit for the time out of service going back to August. The credit will print in one or two bill cycles.
  Frontier spoke with ****************** on October 16, 2023, to provide the above information and confirmed that the services are working.
   
  We trust that this information will assist you in closing this complaint.? We apologize for any inconvenience that?*****************************?has experienced as a result of the above matter.? 
  ? 
  
  Regards,?? 
  
  *******************
  Executive Escalations Team
  ************, EXT:  1230047
  ? 
  
  

*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. ↩