ComplaintsforFrontier Communications
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Complaint Details
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Initial Complaint
09/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On 8/22/2022 I ordered internet services to be installed by Frontier. A router and modem were placed in my home, but the installation was not completed and I was notified that a wire had to be buried within the next two to three weeks. Because the internet service was essentially unusable and I could not wait that long, I cancelled service on 8/24/2022. I was notified by an agent that my account would be closed and I would be charged $10.00. On 8/25 I was billed $142.01. I was charged $49.99 for a "Monthly service charge," $85 for an "Activation Fee" and $7.02 in taxes. I called to dispute these charges, since I only had service for 2 days and did not even use it. After more than 30 minutes of waiting to speak to someone, I talked with an agent who could only offer a $30 credit. This was unreasonable for a service that I never used and only had for 2 days, so I escalated the dispute and asked to speak to a manager. I was left on hold for more than 45 minutes as I was constantly told that a supervisor would be able to help me soon. Finally, when speaking to a supervisor, all they could offer was a $50 credit for the activation fee, since the service was not fully activated (the line wasn't buried). The supervisor did nothing to address the $49.99 monthly fee I was charged, when I only had the service for 2 days. I suggested some type of discount or prorate, but I was told no and when I disputed the claim but they said "I am the highest contact person for this dispute." After wasting 1 hour, 53 minutes and 48 seconds on the phone with Frontier, I was told that there was nothing else they could do. Frontier is charging me for a service that I did not use, and the wait time for customer service is unacceptable.
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Customer Complaints Summary
2,840 total complaints in the last 3 years.
655 complaints closed in the last 12 months.