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:10/06/2023

  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.

  We agreed with Frontier for the internet service only: the original price is $59.99 but it will be $49.99 if I setup auto-payment. I setup auto-payment before start the service. First month Frontier got the auto-payment and didn't apply the price of $59.99 and I had to call for adjustment; second month same; now the third month: I got auto-payment email notification but still $59.99. I called Frontier: ************** and same: sorry and hold me on the phone; the agent back and said: you have no the $10 discount and need another department to approve. I told him to see the agreement but obviously Frontier is professional liar and cheater. Never see this business has basic moral to do the business a little agreement mind. It cheats **** people like me and Frontier will steal $****0.

  Business Response

  Date: 10/12/2023

  Thank you for referring the complaint of ******************* to our office for review. We appreciate Mr. ********;bringing this matter to our attention.  
  
  The Complaint states that:? 
  ********** advises that hes missing the auto-pay discount for the second month in a row.
  
  Frontier has reviewed the above statements and offers the following response:? 
  Frontier advises that ************ auto-pay discount has been added on October 11, 2023.
  Frontier advises?that a credit has been applied to ************ account for the missing discount in September.
  Frontier apologizes to ********** for his customer service experience. ****************** is working on opportunities to alleviate customer frustration related to customer support and service.?
  ****************** attempted to reach ********** to advise of the above and was unsuccessful. A message was left for ********** that includes direct contact information.
  
  We trust that this information will assist you in closing this complaint.? We apologize for any inconvenience that?*******************?has experienced as a result of the above matter.? 

• Initial Complaint

  Date:10/06/2023

  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.

  We had a vacation property in ** where we had service. Until September of 2022 at which time we sold the property, closed the account with ****************** and sent back their equipment as directed. A month ago we were contacted by an agent that said we needed to return the companies equipment or pay the invoice amount. when we told them we had already sent in the equipment were then told that we needed to give them the tracking number from which we no longer had because it had been over a year. Not sure if this is some kind of hustle because now we are in collections for the amount of $67

  Business Response

  Date: 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:

  
  ****************** is disputing a bill that is in collections.

  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier advises that a request was made to place the service on vacation on October 17, 2022 and effective as of October 19, 2022.  The customer requested and scheduled the removal date from vacation service to be July 16, 2023.
  Frontier advises that we spoke with ****************** on October 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 ****************** has experienced as a result of the above.

  Customer Answer

  Date: 10/24/2023

  I am rejecting this response because:   When we contacted Frontier we said we would pay the bill if they could send us a copy of the transcript of that conversation they told us they could not do that and that everything was sent to an email address that we no longer had access to that we made requests many times to update. Furthermore we explained that we would happily pay the bill just to end this if they would send a confirmation that the account is closed and that once this matter is settled we would no longer be accruing any more bills from them regarding this property that we sold in November of 2022, they again refused. When we called them in November to "CLOSE" the account they sent us shipping labels to return the equipment because we had sold the property, I do not believe that myself or my wife told them to put it on "Vacation mode" and DO NOT owe this money. This is a clerical error on there part and at this point we will not be paying this or any invoice to Frontier until they send us the recording of the phone call that we supposedly put it on vacation mode. 

  Business Response

  Date: 10/27/2023

  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 disputing a bill that is in collections.

  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier advises that a request was made to place the service on vacation on October 17, 2022, effective as of October 19, 2022.  The customer requested and scheduled the removal date from vacation service to be July 16, 2023.
  Frontier advises that our position on the matter remains the same.
  Frontier advises that we have been unable to reach ******************, but we have left our direct contact information.
  

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

• Initial Complaint

  Date:10/06/2023

  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.

  My property was approached by a male individual wearing a safety vest and hard hat but no other form of identification (no company badging or decals) on his person or on the vehicle. He crossed the property line and knocked on the door. I confronted him and another man, who remained in the truck(parked on the street in front of the house), who both claimed to be from Frontier Internet. They claimed they had an appointment to install equipment at this address. No one residing at the property is a Frontier customer and no one had made an appointment to install equipment. Being concerned that this was some scam or attempt to break into the property, I told them that no such appointment was made and that "we aren't doing that right now." The man in the truck said "they'd reschedule for Monday." As they drove off, I got pictures of their truck (which, once again, had no identification on it) and license plate. Because they possessed no identification, I'm not sure if they did work for Frontier but if they do, I want Frontier to cease soliciting at my home. I am not a Frontier customer and never have been. If the men did work for Frontier, they engaged in heinous business practice on behalf of the company that warrants a report and investigation. It should be noted that I also filed a police report.

  Business Response

  Date: 10/13/2023

  Complaint Number:  20704543                               
  
  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 2 people showed up at his property claiming to be installers for Frontier, but he states he has never made any request to have Frontier internet service installed at his home.  His request is for no more solicitation to take place on his property.
  
  
  
  
  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier advises that there is no address listed in the complaint for where this incident took place.  The zip code provided is *****, which is for ************, **.  This area is not a part of Frontiers territory.
  Frontier left multiple messages for ************** but has not received a response.  
  
  
  
  We trust that this information will assist you in closing this complaint.  We regret any inconvenience that ************** may have experienced as a result of the above matter.
  
  

• Initial Complaint

  Date:10/06/2023

  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.

  On June, 20, 2023 I discontinued cable service with Frontier due to a very unsatisfactory installation experience that occurred earlier in the month of June. Starting in July I began to receive collection notices for unpaid balances that included a threat of additional collection proceedings. I contacted Frontier about the July bill and was told it was the balance remaining on the closed account. When I subsequently received two more bills (August and Sept), I called again and was told that the payment was for the UTube subscription that was part of the package I was given by Frontier. I had no idea that there was a subscription for UTube with my package. Since I closed the account in June I did not understand why I was being billed for a service that I do not use and should have been cancelled once I ended my cable service with Frontier. I have contacted Frontier multiple times to get this resolved including their Billing Area, their ************* and *************************** All calls were in vain. I tried cancelling the UTube service directly with UTube and was advised that this account had been set up through Frontier as a third party billing provider. I keep getting these bills and pay them for fear of further collections actions by Frontier. I placed another call to Frontier today (10/5) in another attempt to get this problem resolved and was bounced around to different service reps who did not know how to fix the problem. The "closed" account is still showing an automatic bill process against it. I feel I am *********** a refund of the monies paid since the account was closed in June and would like Frontier to end the billing with UTube immediately and stop the cycle of automatic bills with threats of collection.

  Business Response

  Date: 10/11/2023

  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 consumers concerns.The consumer indicated they were satisfied. We trust this information will assist you in closing this complaint. 

  Customer Answer

  Date: 10/11/2023

  I have reviewed the business response and accept this resolution. Customer Representative authorized the full refund of payments made by me and provided me with her direct contact information in the event any additional bills come in from Frontier. Representative agreed to research further as to why the billing regarding the UTube service is continuing after my account was terminated in June. This will require her to investigate further with the Support Team. I was satisfied with the conversation that took place and the subsequent resolution of my complaint. 

• Initial Complaint

  Date:10/05/2023

  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.

  I requested 2 business lines be disconnected because they were no longer of use. However, Frontier disconnected my home phone as well and have yet to restore it. When I called the company to attempt to check on the status, they said it would take 3-5 business days. I discovered the line had been disconnected when my daughters attempted to contact me. I tried to call again yesterday and was told there was no one to help me. My daughter has attempted to call as well as look on the website, which has provided no information. I need service restored immediately. I am 90 years old and live alone.

  Business Response

  Date: 10/17/2023

  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 when she requested to have her business lines disconnected, her residential number was disconnected in error.
  ********** advised that she was quoted three to five business days for the line to be reconnected, but it hasnt been yet.
  
  Frontier has reviewed the above statements and offers the following response:? 
  Frontier advises that ************ residential phone number was restored on October 16, 2023.
  Frontier apologizes to ********** for her customer service experience. ****************** is working on opportunities to alleviate customer frustration related to customer support and technical service.
  Frontier spoke to ********** and advised of the above information.
  
  We trust that this information will assist you in closing this complaint.? We apologize for any inconvenience that?***************?has experienced as a result of the above matter.? 

  Customer Answer

  Date: 10/29/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/05/2023

  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.

  I discontinued frontier WiFi after 4 years of continuously raising rates. I returned the equipment and they are trying to charge me a $53. Restocking fee after telling me the return was free. I also dont believe after four years this equipment is being *********. Its obsolete. I want this fee to go away and not affect my credit. Its absolutely criminal that they are allowed to try and charge this fee. My account was always in good standing.

  Business Response

  Date: 10/06/2023

  Complaint Number:  20698413                               
  
  Customer Name:  *******************;                                             Phone:   ************
                 
  
  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 was billed a $53.00 restocking fee by Frontier and would like the charge to be removed.
  
  
  
  
  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier advises the equipment restocking fee, previously known as a broadband disconnection order processing fee, helps to cover the expense of arranging for the return of Frontier-provided equipment to our inventory.  This includes logistics, shipping, and refurbishing.  
  Frontier advises that their Terms of Service, found at **************************************, state that a customers invoice may contain certain charges, with the disconnection order processing fee as one example.
  Frontier advises that the restocking fee is a valid charge and will be sustained.
  Frontier spoke with ************** on October 6, 2023 and discussed the above information. 
  
  
  
  We trust that this information will assist you in closing this complaint.  We regret any inconvenience that ************** may have experienced as a result of the above matter.
  
  

  Customer Answer

  Date: 10/09/2023

  I am rejecting this response because:   They are basically saying tough luck. I never signed anything and I never reviewed this online, which is the only way for a consumer to see this. I want proof this item was ********* or refurbished. It was four years old and Im guessing it isnt being reissued. I asked for proof of restock or refurbishment and they said nothis should not be legal. Brad 

  Business Response

  Date: 10/10/2023

  Complaint Number:  20698413                             
  
  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 he is still disputing the equipment restocking fee with Frontier and would like proof that it has been ********* or refurbished.
  
  
  
  
  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier advises the equipment restocking fee, previously known as a broadband disconnection order processing fee, helps to cover the expense of arranging for the return of Frontier-provided equipment to our inventory.  This includes logistics, shipping, and refurbishing.  Frontiers equipment is ********* or refurbished so that it can be available for future use.   
  Frontier advises that their Terms of Service, found at **************************************, state that a customers invoice may contain certain non-recurring charges, such as a disconnection order processing fee.
  Frontier advises that the restocking fee is a valid charge and will be sustained.
  Frontiers position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
  Frontier spoke with ************** on October 10, 2023 and discussed the above information.
  
  
  
  We trust that this information will assist you in closing this complaint.  We regret any inconvenience that ************** may have experienced as a result of the above matter.
  
  

• Initial Complaint

  Date:10/05/2023

  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.

  Dear Sr or Mam,I have had an ongoing issue that has lasted for many years with Frontier Communications. I use them for my phone service as I do not have a cell phone. I have been forced to deal with a water issue in my phone line. Every time it rains I either loose service completely or my line buzzes so loud that its unusable. Once it drys out, my service is back to normal. I have called many many times complaining about this. I have been told that the line I am on needs replaced but it wasnt considered for replacement anytime soon. Being elderly, this phone is my lifeline to be able to make a call. I do not mean to complain, I just want a dependable phone line I can make calls on and service that I am paying for. Thank you,*********************

  Business Response

  Date: 10/18/2023

  Complaint Number:  20698213
  Customer Name:  *************************
  Phone Number:  ************
  Received Date:  October 5, 2023
  Closed Date:  October 18, 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 has experienced ongoing issues with her phone line for years. 
  **************** advised that she has often called to report this issue and was informed that the line needs to be replaced, but Frontier will not replace it anytime soon. 
  **************** advised that the landline is her lifeline, and she needs a dependable phone to make calls on since she is paying for it. 
  
  Frontier has reviewed the above statements and offers the following response:? 
  
  Frontier records indicate trouble was reported on September 10, 2023, and was referred to buried drop. A technician who repaired the defective section was dispatched on October 11, 2023, and confirmed services were working with the customer. 
  ****************** attempted unsuccessfully to reach ****************; however, direct contact information was left on a voice message.
  Frontier issued credit for the time out of service. The credit will print in one or two bill cycles.?
  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?********************************* experienced as result of the above matter.? 
  ? 
  
  Regards,
  
  *******************
  Executive Escalations Team
  ************, EXT:  1230047
  ? 
  
  

• Initial Complaint

  Date:10/05/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called them for a box and to cancel my services I got the box and sent it back from *** store they was still taking money out of my bank account for 74 I had my new services since July I noticed when I checked my email they took ************************************** they couldn't give me my money back even tho they been had the equipment back then sent me an email for a closing bill for another 74 so I'm sending a report to my boyfriend bank for them taking money without his consent

  Business Response

  Date: 10/13/2023

  Complaint Number:  20697962                               
  
  Customer Name:  Ebony Avila                                                 

  
  
  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 cancelled her service with Frontier and sent back her equipment but $74.00 was still taken out of her bank account. 
  
  
  
  
  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier advises that the equipment has been received into their inventory.
  Frontier advises that a credit was issued for the payment that had been deducted from **************** bank account.  This credit will be refunded to her, and the estimated delivery timeframe of the refund will be in approximately 14 to 21 days.
  Frontier spoke with ************** on October 13, 2023 and advised her of the above information.
  
  
  
  We trust that this information will assist you in closing this complaint.  We regret any inconvenience that ************** may have experienced as a result of the above matter.
  

  
  

• Initial Complaint

  Date:10/05/2023

  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.

  We were with frontier communication for internet service for more than two years. All of a sudden they increased the charge by 40%. After few months of additional charge we canceled the service. Frontier then charged me full month fees as cancellation charge and now charging me extra fees for restocking. I would have remained with them if they had not applied this exorbitant increase. Now they sent me promo saying they want me back at 57% decrease in price. The company is not reliable. I want them to be fair with their customers and not try to cheat. My ask is that they refund me all cancellation and restocking fees. Thank you

  Business Response

  Date: 10/09/2023

  Thank you for referring the complaint of ************************************** our office for review. We appreciate this matter being brought to our attention.  
  
  Frontier has investigated the above statements and offers the following response:
  Frontier advises that rate increase notifications and expiring discount information posted to the monthly billing statements.
  The February 11, 2023 billing statement contained the following information concerning the Restocking Fee:
  Starting March 13, we are increasing the Equipment Restocking Fee to $50.00.  This fee applies per household when ******** 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 frontier.com/billing-faqs.
  Frontier advises that a promotional discount in the amount of $21.00 expired on June 28, 2023.
  The June 11, 2023 billing statement contained the following information:
  Please note: With your promotion expiring this month, we want to remind you that the discounts associated with it will also end, and your bill will be higher next month.  Please refer to the *************** Charges section of this bill for more information.
  Frontier offers promotions on pricing and services to new and existing customers at various times throughout the year.  Customers may contact Frontier **************** at any time to inquire about eligibility for current promotions. 
  Frontier advises if customers are eligible, they must agree to applicable terms and conditions in order for the promotion to apply.  Generally, promotions are not automatically applied to customers bills. 
  The August 11, 2023 billing statement total amount due was $73.03. Services billed from Aug. 11th to September 10th. Payment in the amount of $73.03 was received September 5, 2023.
  On August 20, 2023 the customer contacted **************** and requested to disconnect the Frontier account.
  The August 11, 2023 billing statement total amount due was $73.03. Services were billed from Aug. 11th to September 10th.
  Please note that Frontier bills through the end of the bill cycle date.
  The following information was posted on the August 11th, 2023 billing statement on page 2 under the Service Terms:
  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.
  As stated in Frontiers Terms of Service (************************************************) termination of non-regulated services is effective 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.
  On October 9, 2023 I called to speak with ************************************** and ********************** advised that she was not home. ********************** advised that he filed the complaint. During this contact, I advised ********************** that a discount in the amount of $21.00 expired on June 28, 2023. I explained to ********************** that Frontier offers various promotions at different times. In addition, I advised ********************** that notice of the Restocking Fee posted to the February 2023 billing statement.  
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
  
  Sincerely,
  
  
  ****************
  Frontier Executive Relations

• Initial Complaint

  Date:10/04/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Frontier regarding switching to their Internet and ** service. I explained that I am 90 years old and concerned about use of newer technologies. I explained that I currently had Spectrum, with boxes and remotes. They assured me I'd have something similar and easy to use. Then I received an Eero and realized that I'd have to use my phone for the ** setups instead of boxes and remotes. I immediately contacted them on 2/11/23 to cancel, cancelling before the subscription was activated (received cancel order number). A month later, I received a bill on $54.99 for the first month's service (which I cancelled and never had). Because I had auto pay, my credit card was charged. I contacted Frontier via their CHAT feature on 3/7/23 and was told I'd be credited. I waited two weeks, then filed a dispute with credit card company. Dispute was resolved 4/25/23 later in my favor. On 5/5/2023, I was again charged $54.99 . Again charged to my credit card because I was still on autopay. After this, I finally removed Autopay). I contacted Frontier via CHAT on May 9. We reviewed the same concerns from my previous contacts. I was told I would receive an adjustment of $54.99 I waited for an adjustment, when it was not received, I filed a second dispute with my credit card company; this dispute was again again in my favor about 6 weeks later. On 8/7/2023 I received a letter saying my account was overdue $54.99 and that, if not paid, would be referred to collections. Since I had now been through this process twice, with written evidence in Chat both times saying my account would be credited and I had a $00 balance, I chose to ignore the letter. I have now been contacted by CCS for collection.

  Business Response

  Date: 10/06/2023

  Thank you for referring the complaint of ************************* to our office for review. We appreciate Mr. ************;bringing this matter to our attention.  
  
  The Complaint states that:? 
  ****************** advised that he canceled the Frontier service he ordered without using it but was billed twice.
  ****************** advised that he was told the charges would be removed but werent, so he disputed them with his credit card company.
  ****************** advised that the charges have been sent to collections.
  
  Frontier has reviewed the above statements and offers the following response:? 
  Frontier advises that ****************** was set up with a self-installation, which causes a thirty-day minimum billing to start the day the order is completed, September 11, 2023.
  Frontier advises that ****************** requested disconnection on September 12, 2023.
  Frontier advises?that an Equipment Restocking Fee applies to all internet disconnections, which was the second charge ****************** incurred.
  Frontier advises that as a courtesy, the charges have been removed from the account and the Outside Collection Agent has been notified to withdraw from credit reporting.
  Frontier attempted to reach ****************** to advise of the above and was unsuccessful. A message was left for ****************** that includes direct contact information.
  
  We trust that this information will assist you in closing this complaint.? We apologize for any inconvenience that?*************************?has experienced as a result of the above matter.? 

  Customer Answer

  Date: 10/12/2023

  I have reviewed the business response and accept this resolution.