Frontier Communications
reviews and complaints

I have been a Frontier customer for years yesterday I was told I would have a technician at my house for ticket number 5206570 between 9 and 12 so I waiting and they did not show up as I stayed in all day in case they were just running late

I have been a frontier customer for years as I was a verizon customer before then you took over the accounts. When I was with verizon they always lived up to what they said they would do.

I did not even get a call or text that they were not coming and that is the worst customer service I have ever seen maybe its time to find another company that cares about their customers and does what they say they are going to do.

I am in contact thru my business with thousands of professional women and I will be sharing with them how Frontier does not live up to what they say they are going to do, its obvious you do not care about your customers needs. I have been hearing lots of complaints and this is the first time I needed your service and am experiencing the same thing

Your customer service is terrible...

Robbie Motter, Sun City, CA

Frontier installed my internet today. This was their 2nd visit. The first was to lay the cable from the street to my house. This crew did not speak English well, and when I pointed out that the cable they put in wouldn't reach the intended destination, they didn't understand. The 2nd visit, the technician commented on this as well. I asked if we needed to reschedule so they could regroup and work it out, and he said no, it was still a go. He got the cable to where it belonged, installed the equipment, we verified that the connection was working, and he left. I went out to check on the work done, and to my surprise (and horror), I found a new cable had been installed from the street connection to my house, it had been left above ground, ran across my driveway and then across the sidewalk, and down the side of my house. He used duct tape to tape the cable down across the sidewalk, but at the first rain we get, it's going to come loose and need to be re-attached. I called support and was informed that he had put in an order for a team to come out and bury the cable, and it would be 5 to 10 days before I could see a resolution on this. As far as I know, optic cable is on the fragile side, and I shouldn't be run over repeated (if at all) with a car, and where the cable is crossing the sidewalk is a tripped hazard. The entry point he drilled into the house was left uncaulked, which can be a find entry point for bugs to get into your house.

FIRST THING: Every time I called to Frontier CS, there was a new person, or I couldn't call back and had to explain problems over again and again and again~! I got so frustrated with the lying, that I found a Frontier webpage and was able to complain (along with others). Ah, success! I was told to send a private message, which I did to Teresa Prewitt
(Teresa.[protected]@ftr.com>) Here are only some of the correspondence.

I had no issues with Verizon but became a customer of Frontier Communications, because of a sale. I have barely endured their "customer service" after they took over the internet, television, and my telephone from Verizon, here in the DFW area.
I
s it possible to have your assistance in overseeing and settlement of damage claims due to a long list of cavalier mistakes, misrepresentations, and overcharges?

I can give you more information, however, I am not sure of your service details. One big claim, too detailed to explain here, is a report to the credit bureau for $475.00. I was told they had no way to receive payments, so was going to pay "two TV bills! I sent a payment ($75.00) to their home office In Ohio, they cashed it, and yet they turned me over to the credit bureaus!

In addition, the up and down efforts to satisfy me, they ignored my issues and stopped a $400.00 gift card, Which I was to receive to signup. They changed from no contract to a Two year however, most all their negotiators supplied little in writing, although I have kept a bit they sent to me.

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Ms. Prewitt, Firstly, I don't understand your figures ( $552.75...) in your second line to me? Is that a typo?

NOTE: I hope you do not ignore my issues:

"Great customer service is achieved by putting into place practices that place the emphasis on giving customers great value in exchange for their patronage. Listening to customer opinions and complaints provides businesses with valuable input into how to improve customer service.

Repeat customers are crucial for the success of any business, and losing customers is considered a reliable measure of failure since without customers there can be no business.

Keeping customers satisfied also means that they are likely to bring more customers to a business by word of mouth or verbal referral, especially if their loyalty is rewarded with discounts and free gifts.

One of the key ways to keep customers loyal and satisfied is to listen to them and respond to their demands"

1. You must know what a mess this experience has been, not only for you to decipher but for me as a customer. You figure this type of problem all the time, but I am irritated dealing with the confusion Frontier created. News reports verified the nightmare with Frontier billing, during the transition from Verizon to your company and I am a victim of that.

There were many issues (I have pointed out in previous emails) with porting my old number [protected] after a new number [protected]) was given to me. It took quite some time to get "partially" resolved and frustration from typical CS and then to your office. I knew I would owe for some service, but until charges were clarified, I wasn't going to just pay everything Frontier billed! Are you kidding Me?

Furthermore, I have a letter, in which Frontier explained there would be billing delays and I should have patience. I see what happened now. But $552.75 for two months (8/4 to 10/1/16) on [protected] is incredible and can't be what I agreed to pay when I signed up! In addition, that invoice, which is in question, wasn't brought forward to the online billing.

During the process to solve the confusion, the handlers changed my account numbers, my phone was discounted, I was refused the $400.00 gift card (never got it) and you personally didn't believe it, when I said I got several free connections of Premiums. "We don't do that!" You said!

2. Since I have no idea about the breakdown of what these credits or charges are for, I can not tell if you deducted the $75.00 check that I sent towards [protected] balance? Several months ago, I called CS and tried to work this out and the lady found some credits in which she said I only owed $390.00 approximately. I thought it was solved when she added account number [protected] online, however, it quickly disappeared.

3. Lastly, I wrote to you to bring this to a conclusion; however, it is clear to me that you don't have authority to appease the situation, since you continue to take "the hardline, " as if this is only about bookkeeping, without any consideration for the poor service

To state: " We do not have payment plans on accounts that are disconnected. This was sent to the credit bureau as the account was not paid, " is not acceptable!

Please forward this to someone that can settle this with me or you will force me to protect my credit by taking any action to discredit Frontier further.

Bruce Crone [protected]
From: Prewitt, Teresa
Sent: Friday, July 13, 2018 7:34 AM
To: Bruce crone
Cc: Ask Frontier; Prewitt, Teresa
Subject: Re: Bruce Crone [protected] and [protected]

Hi Bruce,

After review of your old account [protected] that was installed on 8/4/16.

Your first billing statement was $552.75. This was for billing of your services from 8/4 to 10/1/16. I show that you did receive a credit of $15..86 against that billing which brought it to $401.89.

You were then billed from 10/2/16 to 11/1/16 of $238.90. I show that you disconnected service on 10/18/16 so your next billing does show prorated credits going back to the 10/18 date of the 10/2/16 to the 11/1/16. I also show another adjustment of $44.80 was also made on that statement.

The next billing statement shows the $487.61 billing from the result of the billing and no payments being made. Below are the credits that were made on 9/19/16.

$139.69 credit on 9/19/16 plus taxes came to $150.86
Another credit was done on 10/18/16
$40.00 plus taxes came to $44.80

I show that your account [protected] started billing on 10/24/16.
I do not show that any further credits are due for the old account of [protected]. We do not have payment plans on accounts that are disconnected. This was sent to the credit bureau as the account was not paid.
You did not have billing for two accounts at the same time.

Teresa Prewitt
Social Media Specialist, Account Management
Frontier Communications
1570 North Woodland Blvd.
DeLand FL 32720
[protected] ext. 1250

Monday-Friday 7:30 am to 4:00 pm EST
Teresa.[protected]@ftr.com
[protected]_PastedImage

From: Bruce crone
Sent: Thursday, July 12, 2018 7:38:33 PM
To: Prewitt, Teresa
Subject: Re: Bruce Crone [protected] and [protected]

Mrs. Pruitt, it has been one week ago that I sent the below message to your office. I have not received a response.

you looked into this before, but never gave me a bit of concession for the awful overall service and confusion that I received. Nothing needs changing now with my current service. [protected].

It sounds really simple, but yes, that first number [protected]) was installed until my permanent number [protected]) could be ported over. That created unbelievable confusion for anyone trying to help, mainly because I couldn't work with one person. I had to "start over" every time I called customer service, which plagued me with hang-ups, buck-passing, false information, and promises. As I have mentioned before, I was at my wits end when I complained to social networking and a private message told me that you would help.

I am writing now because Frontier (and you) reported that old bill for [protected] ($487.61 see below) to the credit bureau, without considering the confusion the company created. That bill was "held-up" due to your billing department issues with the transition from Verizon. Paying two high bills for television created a hardship for me, even though I made a good faith payment of $75.00.
In addition, someone reneged on the $400.00 Amazon gift card that I was supposed to receive and never got because of the change in account numbers. While working with you to fix "all" the problems, there was no effort to work out a payment plan on that first bill [protected]) to clear it up.
So, what will you do to remove the negative from Equifax and work out a reasonable payment plan?

From: Prewitt, Teresa
Sent: Thursday, July 5, 2018 11:54 AM
To: Bruce crone
Cc: Ask Frontier; Prewitt, Teresa
Subject: Re: Bruce Crone [protected] and [protected]
Hi Bruce,
I have looked over both accounts.

Please refresh me on the [protected] accounts. I show this was a residential order with a new number. Was the [protected] an old number that you wanted to keep and you were porting this in?
If so then the [protected] number was installed until the port in order could be placed and activated? Is that correct?

With kind regards,
Teresa Prewitt
Social Media Specialist, Account Management
Frontier Communications
1570 North Woodland Blvd.
DeLand FL 32720
[protected] ext. 1250

Monday-Friday 7:30 am to 4:00 pm EST
Teresa.[protected]@ftr.com
[protected]_PastedImage

From: Bruce crone
Sent: Tuesday, July 3, 2018 4:31:24 PM
To: Prewitt, Teresa
Subject: Re: Bruce Crone [protected] and [protected]

Please see the Frontier invoice that I included in this message below, which you failed to see. It appears the "pin" is "4483." # [protected]

I am willing to pay a "fair" amount of this charge if you will reduce it and remove the negative report from my credit. Just a few reasons an adjustment is in order is because the porting of my phone caused two weeks without a phone, no Caller ID, but was billed for it when it came with the package; untruth regarding tech arrivals or no need for them in the first place. Hours of waiting on the phone and at home, with continuous "buck-passing" and disconnections. Lost the $400.00 gift card, due to the failure to make reasonable concessions.
Please forward this to someone that has authority, if you are not authorized to bring this to a reasonable finish.

Company statement: "the first days of the transition have been plagued by outages, trouble with billing systems, and difficulties with on-demand content." ... "Given the complexity of the transaction, disruptions are not unexpected but they are never welcome and we have apologized to affected customers and are working around the clock to address all issues, " Frontier said in a statement reported by the tech website."

From: Prewitt, Teresa
Sent: Tuesday, July 3, 2018 2:53 PM
To: Bruce crone
Cc: Ask Frontier; Prewitt, Teresa
Subject: Re: Bruce Crone [protected] and [protected]
Good Afternoon Bruce,
I would be glad to take a look once again at your old account.

Please reply with the PIN number on the first page of the billing statement.

With kind regards,
Teresa Prewitt
Social Media Specialist, Account Management
Frontier Communications
1570 North Woodland Blvd.
DeLand FL 32720
[protected] ext. 1250

Monday-Friday 7:30 am to 4:00 pm EST
Teresa.[protected]@ftr.com
[protected]_PastedImage
From: Bruce crone
Sent: Saturday, June 30, 2018 2:04:20 AM
To: Prewitt, Teresa
Subject: Re: Bruce Crone [protected] and [protected]

WARNING: External email. Please verify the sender before opening attachments or clicking on links.
Ms. Prewitt,
Please review my email messages below, in particular, dated 02/27/17, which was not completely answered, after 1 1/2 years. I am writing to see if your service has become more customer-friendly? 02/27/17 was the last correspondence I received from you, regarding mistakes, and Frontier chaos to correct my many, many hours of "poor customer service" and misinformation. As you know, the only reason I found you was because I complained on a Social Media page. Before that, it was impossible to even talk to the same person over the phone or write to anybody that would resolve problem details.
After over a year of your rock-solid refusal and staunch company-line to avoid making me happy, # [protected] seems to be in order. My original promises for changing over to Frontier were not believed by you personally and it took your own research for you to admit my claims. After our correspondence, I have moved on over the last year, since you indicated I would be paying $131.97, plus added taxes, etc. per month, which actually came to over $163.00. However, I still can't seem to make this problem go away. The change of account numbers in my name created a huge headache, in that, I lost my $400.00 Amazon gift card for one thing, but there is a larger issue yet.

1.Old account, [protected]. I have discovered a Frontier "write-off" of my old bill for $487.61 has been reported by your office to Equifax Credit, and there was no effort to clear that up or give me any consideration. That whole problem was caused by Frontier problem billing (as noted in the article below) in the first place,
and even though I did send a $75.00 payment, I received no accounting of it and you harmed my credit.
On top of that, your customer service is still lacking, since your records should show I spoke to an agent about payment and she lowered those charges due to errors, to approximately $390.00 and said she would set that online so I could make payments. Somebody overruled her because it was never done. She recognizes it can be tough to pay the new bill, plus clear up the old one. You should also be aware that I called once again for a supervisor in your collections department just a week ago trying to reach a solution; however, after being on hold for 15 minutes, the connection disconnected!
As a consequence, I am again contacting you and am demanding that you assist in a reasonable solution of payment for that old account and immediately remove the bad report from Equifax. If you choose not to cooperate, we can either have mediation, or I'll be forced to bring a small claim against Frontier and request damages from a jury of my peers. Please let me hear from you in this regard...

Bruce Crone [protected]

A 100% on-time payment history is a good sign for lenders that you can reliably make payments.
A. This is a copy of the invoice that was held for clarification by me, while I dealt with you personally, regarding two account numbers.

TEXT CODE: TXBBB ENG:ENG PAGE 1 OF 2 ____ PIN: 4483
Date of Bill 12/02/16
New Charges Due Date 12/27/16
Account Number 972/252-1173 Total Amount Due $487.61
BRUCE CRONE 2509 CHEVY CHASE DR Amount Paid IRVING, TX 75062
[protected] 0
940011972252117308041600000487610000487615
www.frontier.com Residential [protected]
Account Number 972/252-1173 Date of Bill 12/02/16
Previous Balance 487.61 Payments Received Thru 12/02/16 .00 Balance Forward 487.61 New Charges .00
Total Amount Due $487.61
---------------------------------------------------------------------------------------------------------
2. berentn,
Frontier Completes Its Verizon Deal, and It's Not Going ...
www.fool.com
The company has experienced outages and problems as it takes over systems in three states.
READ This News Report: A. "the first days of the transition have been plagued by outages, trouble with billing systems, and difficulties with on-demand content, Ars Technica reported. These problems, which Frontier has acknowledged, may not be fully resolved until mid-April, according to a second Ars story. "Given the complexity of the transaction, disruptions are not unexpected but they are never welcome and we have apologized to affected customers and are working around the clock to address all issues, " Frontier said in a statement reported by the tech website."

From: Prewitt, Teresa
Sent: Sunday, March 5, 2017 6:27 AM
To: Bruce crone
Cc: Ask Frontier; Prewitt, Teresa
Subject: RE: Bruce Crone [protected].1 and [protected]

Good Morning Bruce,
I have emailed to this email address all the statement dealing with the old account [protected].1
Listed below is my email from 1/4/17
You agreed to pay $131.97 plus taxes and that is what it comes out to. The statement shows the below: Digital Phone $30.00 FIOS 50/50 5.00 Quantum DVR 22.00 2-Receivers 19.99 Preferred TV 78.99 Discounts -10.00 -14.00 Voip fee 1.99 Taxes and surcharge 37.13 You have been given credits upfront for the Showtime that you were told you would get free for 6 months. You have been given credits for the HBO that was supposed to be free for six months.

The HBO and Showtime I gave credits for upfront for the 6 months. After the 6 months you will be billed for them.
With kind regards,
Teresa Prewitt
Social Media Specialist, Account Management
Frontier Communications
1398 S. Woodland Blvd.
Deland, FL. 32720
[protected] ext. 1250
Sunday-Thursday 7:30 am to 4:00 pm EST
Teresa.[protected]@ftr.com

From: Bruce crone [mailto:[protected]@hotmail.com]
Sent: Saturday, March 04, 2017 5:44 PM
To: Prewitt, Teresa
Subject: Re: Bruce Crone [protected].1 and [protected]

From: Bruce crone
Sent: Monday, February 27, 2017 3:34 AM
To: Prewitt, Teresa
Subject: Re: Bruce Crone [protected].1 and [protected]

Dear Ms Prewitt, I never heard from you after I asked you for a detailed breakdown of charges on the old account, [protected]. (similar to any monthly summary from Frontier. I don't know if you are ignoring me or you never received my request. I would like to handle these charges, but I have issues that I need to be corrected. You expect me to pay over $400.00, but I want concessions. I don't believe you are entitled to that amount due to mistakes, lack of service, unfair late charges and chaos. Meanwhile, I am so tired of this mess, of which I didn't create. In looking over my newest statement of account, it still looks like I am being charged for HBO and Showtime!

I am going to make another attempt to go back over all the charges in detail. My charges are unfair and nowhere near $125.00 per month promised when I signed up. I just paid $171.00 my past two bills to show good faith, so I expect the same. I also, am yet to get that $400 gift card after 7 months!

If we are unable to come to a consensus here, are set-up with "Mediation" to handle disputes and contentious issues? Please acknowledge this message.
From: Prewitt, Teresa
Sent: Friday, January 13, 2017 4:31 PM
To: Bruce crone
Subject: Automatic reply: Bruce Crone [protected].1 and [protected]

I do not work Friday and Saturdays. If you need assistance and cannot wait for my return please reach out to Ree.[protected]@ftr.com.

With kind regards
Teresa Prewitt
Social Media Specialist, Account Management
Frontier Communications
1398 S Woodland Blvd.
Deland, FL. 32720
[protected] EXT: 1250

I've been a customer of this service for almost two years now and for the past year their wire to my house has been down on the ground in elements that it could be ran over via a lawnmower or car due to a branch falling on the line in bad weather and a fire that scourged the line I've had terrible service ever since this incident has occurred and the company refuses to fix the line proper as I'm at the end of the line so I'm unlucky if I get half a month of service with no interruptions and paying 56 dollars a month for a service that doesn't provide what it is supposed to because of this issue I've had multiple techs come to my residency to help and still nothing.

Complaint type disputed bill and terrible customer service
I terminated my account in late december 2020-early jan 2021.
(I do have phone calls and texts documenting the following narrative)
I struggled with the customer service to restore my dsl (internet service) with the company for 40-45 days.
It was intermittently going up and down (mostly down) and completely slow and unreliable.
They made many commitments and promises to me that they did not honor. They told me it was fixed
When it wasn't on several occasions. They told me I had to be home when the service man came out to my
Location so that they could check with me if they needed to and to verify that the connection was fixed.
No one ever came by my house to verify it was fixed (and it wasn't). I called them and they told me on several occasions
That someone did come out and it was fixed (again, it wasn't). I did stay at home waiting on someone to knock on my
Door and verify the connection was satisfactorily restored. I never even saw a van even come down my street

One repairman whom shall remain anonymous for now, told me that the company was not making any efforts to repair
And maintain it's wired and fiber-optic infrastructure. He said frontier was only interested in collecting monthly
Billings. Its priorities were mainly on developing there wireless infrastructure.
The service man told me I wasn't the only one experiencing these issues and that they were bleeding customers
On wired and fiber-optic.
He himself told me that he was looking for alternative employment and he "didn't want to go down with the titanic"
They recently sent me a bill for 233.96 threatening me with collection activity dated may 5th
My balance in december was 43.99 which I requested a credit for because of this abominable
Service and effort. I returned their 7 year old equipment. I returned the bill disputing the balance
Of which I have a copy on paper and in digital form

In the Spring of 2016, I experienced the worst and most chaotic Customer Service imaginable from Frontier Communications, here in the DFW, Texas area, I had responded by telephone to their start-up advertising while transitioning over from Verizon; I can't remember any difficulty with Verizon, however, I had no choice at the time because of a business deal... The following is my recollection of the problems (per my files). I received a letter where it was admitted to slow billing by Frontier, which caused a build-up of unsuspecting amounts! A. On my first contact, I spoke to Sales, as I explain in the following e-mail. I agreed to change over from my other service at what I thought was a reduction in the price since I was showered with incentives and promises designed to have customers change. Below please see my first response email (after months of awful service) from the person (Teresa) that was to handle my complaints. This only occurred because I posted on Facebook a detailed complaint of my issues.

I have been having issues with my internet for years. Frontier says it is because I am so far out from office. I pay for 3 meg but can only get 2.0 on a good day. Usually it is about 1.6 meg which is ok. I had issues with my modem dropping out at times. Someone would come out and it would work for awhile. It wasn't until this week a technician came out and ran a new line which seems to have help the problem with the modem dropping out but I cannot get the speed that I was getting before. I can only get 1.4 meg which is not acceptable. I cannot open some of the apps I use. I don't understand why I was getting at least 1.6 megs or 1.9 megs two weeks ago.

Last summer I was without internet for most of the summer yet never received a refund even though numerous person said I would be credited. The last last few weeks service is more down than usable. My husband is home bound so watching Prime during the day keeps him awake. No internet no movies. I do research online and am luck if I can do one book before it shuts down.
One tech said as I was within 3 miles of a station I could get faster I believe dual band which my modem showed I had until it went out and never came back.
I have received every excuse in the book. Including my house wiring. Well it is connected to the same line as my phone and that works just fine.
I am trying to cut bills and would like to stream more and use VOIP but can't due to shady service.
All repair does is make you go through turn on shut off restart then in a week or so sends a tech who blames it on wrong pair at local office, the plugs that they make you put in wall outlet (which have been faulty from package) too many phones in house.
Is there anything I can do I can't get another service in the area I am in and I need this to work. Thank you for your time Sue SHeridan

My bill has increased dramatically and the tv programming continues to be reduced with Frontier Communications, SC. Bill has gone up two months in a row! 3/20/2019, Retentions was rude...said price would increase to do anything and nothing could be removed, not even the DVR, and to terminate bill would not be pro-rated! Hateful speaking personnel.

I have been trying to get lines transferred from an old telephone pole to a new one for almost 2 years so the old pole can be removed for a landscaping project! I finally started documenting my calls in October 2020. Here's my dates and ticket Numbers that have ALL BEEN UNSUCCESSFUL even though they tell me the ticket has been closed! I called on 10/15, 10/26 ticket #944025 and on 10/29 they came out and LOOKED at it. 12/8 #9372265 was told they would come out on 12/14. Once again came out an LOOKED at it! I was nice because winter was here so I gave them MORE time. 2/3 #9507912 will come 2/4. On 2/4 they called and cancelled. 2/24 #9518720 will come on 2/25. 2/25 NO SHOW! 3/4 #9523569 will come on 3/5. Later on 3/4 they called and said they will be out in the next 2 weeks. It is now 3/20 and I looked up the ticket # and it says closed! I'm fed up with being nice! We are getting ready to sell our home and this project needs to be completed! I'm not calling anymore to be put on hold only to get a representative that I can't even understand! Quit feeding me a bunch of lies and just get the job done! We don't even have an account with you but the pole is in our yard. There has been plenty of nice weather so no more excuses. Call me: Bonnie [protected]

My problems all started when I bought a house and called to have my service transferred. I had to move out of my apartment 1 week before escrow closed, so my old service address needed disconnect May 15, 2019 and new address to be turned on May 23, 2019. I had the triple play bundle (I was paying a bit under $300 a month). At this point, I have had Frontier as my provider for approximately 25 years (this move made the 4th service address of my account~first service was my house (1991-2006, lost all in house fire. 3 months later second service address~5th wheel in campground (2006-2008), transferred to apartment (2008-2019). Then onto this final address (2019-2020). The first 2 months I was billed for both service address' but the new address billing was listed in a suburb with the same name different zip code, different area code approx 500 miles away. The customer service agent saw this double billing and immediately said to put my account into dispute until they could get it all straightened out. Every month new bill, new charges, but never resolution of the double billing. I would call every month asking about the disputed portion of billing (and to voice my complaint of landline full of static 1/2 the time, internet that on days would drop me 200+ times (the #of disconnects was told to me by their tech support). Around July (?) 2019, I began being billed by Dish for their service (while Frontier was also billing for it) I was making payment directly to Dish ever since their first billing. In August Frontier transferred a large balance to Dish (who in turn billed me for the amount, which I paid to Dish (I have correspondence fro Dish verifying this part of the fiasco) Frontier never deducted this amount from their billing. So now they double billed me for their service double billing for my Dish service, (approx $500 of my now very past due balance. They still deny transferring a balance to Dish even with Dish Sr. Management verifying (so nicely wrote me a letter stating transfer initiated by Frontier and that I paid that balance to Dish). Very long story~their collections department has yelled, screamed, berated and belittled and yes used bullying tactics. I once hung up on collections department abusive service rep-he actually called back (caller ID did not show Frontier as caller) to continue his abuse calling me a liar, a cheat trying to get service without paying, etc). Even though I knew their amounts were incorrect, I agreed to a 12 month payment plan just so I could keep service on (very rural, spotty cell service,) months into that agreement, then Covid and statewide stay at home orders~it's true, April and May 2020, I only made current service payment (missed the 2 payments on past balance) in June2020 I once again was making the current and the deferred payment. In the middle of this Pandemic and after Frontier signed an agreement with numerous states promising to not cut service during this state of emergency (which I had no knowledge of said agreement until later date) my services were shut off (on top of pandemic, the day they shut me off there was a forest fire less than 10 miles from my house (Frontier service rep told me if I needed information on the emergencies close by for me to call 911 to ask for info! So here I am March 2021, Frontier still denies any mistakes on their part (oops forgot the part where after numerous repair tickets were cancelled by them, a service tech finally fixed my phone line by replacing their outdated broken wires and box outside~THEIR responsibility to maintain, less than one week of my service being shut off. Strange tho, how I was still being billed (into Sept and later) despite being shut off totally by first week of July (phone off in June, internet off in July). I have taken my bills to (and paid for myself) a CPA (I wanted verification that I was correct in my math (and following Frontiers paper trail-which surprise, they took my access to the information away from me, Thank goodness I had put all this info onto a disc (they can deny, but I have their own paperwork proving my accounting is correct). It has been a little time since shut off, but I am in no way done with this matter. Frontier has caused such problems to my health in the year and half battle, they have been so rude and out of line, to treat a customer (a disabled customer) of over 25 years with such disrespect and to use bullying tactics is not only uncalled for but it has also caused damage. This company has resorted to this kind of treatment to what appears to be many many loyal customers (knowledge gained by finding this website), in a time when you would think companies would want customer retention, yet it seems Frontier is doing all it can to run off customers. Frontiers number of customers has been in a downward spiral for a few years now~when your customer service reps are abusive, and the services you sell to them are lousy (a lot due to little/no maintenance (definitely no upgrades to the system) and absolutely no accountability on the companies part-Hey, Frontier Shareholders don't you expect a little bit of integrity from your CEO, and the rest of the higher management team?

In Early March I cancelled my Frontier service as I was moving to an are not serviced by Frontier. In April they billed me again stating that they had no record of me cancelling. Paid that bill and asked for an address to return the modem. After a month I started to try to get the situation resolved. They now say they can't help me without a passcode and there was no other way to access my account but were able to send a return label. Sent modem back and 1 month later they sent an email stating that I was being charged $107.00 for a non return. It was a UPS label dropped at the UPS Store so they have the record. Next communication was by mail from their own collection agency for the $107. Very disappointed to find out that others were not charged for not even returning their modem.
Very wrong.

Frontier is crooks, they billed me for a service i didmt have, i canceled them the end of august ansd they billed me for september too. I only owe them for15 days they billed me for 30 days, ans they arent willing to settle for the days of service theyre greedy and want to cahrge for service they didnt provide. Ill never pay them for what i didnt have. The [censored] sent me to collection! they are rip offs!

I have been without our landline for over a month. I have had frontier out here 4 times to fix it and still it may work for an hour and the stop again. I have to contact costumer service every time and answer the same questions. Our cellphone reception is very spotty so I rely on our landline. When I chat with costumer service I am online with them for 20 to 30 minutes. I am just so fedup with this company I don't know what to do next. This all started september 11, 2020.

I had Frontier Communications for ten years beginning October 2010. For all of that time the service I received and the customer service was horrible. August 2020 I was moving. I called Frontier to cancel service about two weeks before my move date of August 19. The date I told her to disconnect was August 20.
Around the first week of September I looked at my credit card statement and there was a charge for Frontier of $80.10. I called to fins out why, I was actually due a credit. The rep told me that my service was still active and it was to disconnect on September 20. I explained that this was incorrect and not what I had requested. So she put in an order to cancel at that time. She also said that Frontier no longer prorates the bill so I would be responsible for the end of my billing cycle until September 1. I was outraged. (Billing cycle is from Aug 7-Sept 1.). I called my bank to dispute the $80.10 charge and only pay half of it which would put my service at about half way through the cycle which is when I WAS supposed to disconnect. August 20.
I now received a bill for $45.26. $40.10 is the amount I disallowed and the $5.16 is for the remaining amount in my billing cycle. I refuse to pay. I spoke with a rep who completely understood my complaint. Her supervisor said NO. I spoke with another supervisor who also said I owe it. I told him that was dishonest and stealing. I am not about to pay for service I no longer had. Horrible billing practices.

I have Frontier as my Phone and Internet service. I was told that I am being charged a Rental Fee for use of their Modem. So I purchased a Frontier Modem online to reduce my Bill because I was told they would take off the 10.00 rental fee for use of their equipment . I reviewed my bill after they received their modem back and I am still being charged a 10.00 fee. Now they are telling me that they can not take that fee off because it is not necessarily a equipment rental fee, but a maintenance fee to insure their clients are getting the correct speeds. But on their bills it states it is a equipment rental fee. The Customer service manager stated that they can not take that fee off because they charge that fee to everyone no matter what and that every company charges that fee, which is also a lie. I believe there should be a class action lawsuit filed against this company. If clients are being charged for equipment they are no longer using. then they are defrauding their customers.

I booked a flight back in february for march flight.
Frontier airline informed me by email that they will be canceling my flight due to covid19.
I called customer service asking for a refund and was denied but was given a credit voucher with a 90 day expiration date (which was not my choice).
I called several times to ask for an extension due to the pandemic we are now on and was met with hostility and hung up on several times.
So I decided to book a flight the day before the expiration date (not wanting to) so I wont loose my credit but could not book it on line due to it saying that the was an error.
I called customer service again and was once again given a attitude and told bluntly no extension, when I ask to speak to the manager I was hung up on.
I payed for travel insurance and frontier does not honor it.

Also I tried to claim my miles as instructed on the email and all I got was a response that says it was not live.

Date of incident: 3/1-3/17
Client number:member #: [protected]
Desirable resolution: flight credit or voucher

Thank you for your attention to this letter
Hope we can come to some arraignment

Carlos batista

In March 2020, I wanted to upgrade our Internet from 50/50 to something with higher speeds.
Quoted one price over the phone, got different price on the bill two times across 3 different people at Frontier. This is an organizational problem - not 1 person.
Due to not published clear pricing as an existing customer of their internet speeds,
and terrible customer service experience. I will be looking to switch internet service providers. New customers beware! This is the only recourse I have as a customer is to use my voice to warn others.
This will be reported on every review site and will be reported to the better business bureau related to COVID-19 and is price gouging. I believe
that due to COVID-19 they didn't want to honor the price and updated it to $115 behind the scenes given the high demand for internet.

History with Frontier:
We were originally Verizon customers in 2010 through 2016. We were switched to Frontier in April 2016 when they acquired Verizon.
Up until the below, we've never had to interface with
Frontier at all. We are only Internet customers.

Timeline:
Mid-March called about Internet Updates to 100/100, 250/250, 500/500 or Gigabit. I wanted New Customer pricing or would switch (almost half the price per month
compared to existing customer pricing).
Was quoted on the phone the following:
- 100/100 upgrade can be done without Tech. coming inside the home. (During COVID-19)
- For just $70 a month (our best deal for existing customers and isn't available for new customers), you get gigabit (1000/1000). Required tech to come inside home.
Being uncomfortable with someone coming inside home, i decided to go with 100/100.

Couple Days later:
I changed my mine to wanting the Gigabit service. I called Frontier back and said i wanted the $70 per month gigabit offer for existing customers. I scheduled a time for the tech to come out
on 3/30/2020 (monday) from 8am to 12pm. I noted the ticket # for this service.

On 3/30/2020 early afternoon:
I called Frontier asking why they haven't come, and gave my ticket #. They said thats not your ticket #, here's your real ticket # and they will be there on 3/31/2020 (Tuesday) between 1pm and 5pm.
- Common Sense: They messed up, and rescheduled it without communicating to the customer. No call, nothing.

On 3/31/2020 @ 12:30pm:
Technicion shows up without warning and installs. No issues, really profesional tech. He even showed up early.

4/25/2020 (First Bill!)
The bill shows up for $115 a month for gigabit.

4/26/2020 (4pm):
I called Frontier. They said thats the price, not sure why they quoted you $70 - twice. "They're stupid." They agreed its my word vs theirs since prices are not clearly published online for existing customers.
I decided to downgrade to 500/500. The price per month before taxes is $75 per month.

I asked to be refunded the prorated amount of the $115 between 3/31 to 4/26/20. The supervisor declined.

4/26/2020 (6pm):
I received an email from Frontier for the service change and my new bill says its 500/500 and $85 a month!

Are you kidding me?

My mom and I are responsible for the local phone service. We have a package which includes phone service, email, voice mail and called id.in the past 6-8 months our bill keeps going up $5-6 per month. We never received the bill. I only use the internet because I work and I have a cell phone. We don't use the phone much, but we need it because we live in a rural area, (Dolan Springs) and unfortunately Frontier is the only one to service our town. If I had a choice I wouldn't deal with Frontier. We have been customers for 21 years, and their service is very bad. This past month we paid $96.68. When you call their company they never seem to know what they are doing.

I think someone should be overseeing their service.

Thank you,
Aura Ramirez
Anna Marie Menendez
[protected]

For the hundredth time, I was cut off, told that they were there to help solve my problem... Then disappear, fix my problem, an quit billing for no help, no service... 2/18/20 I contacted frontier, letting them know I was moving an wanted my service to continue at my new address. I was told someone would be at at my new address 2/24/20 an needed to be there when someone showed up, no one showed... Called again.. An someone was to be here on 2/26/20, same thing waited all day, no one showed up again... Called again... A nice frontier fellow had told me, someone would be here the following day 2/27/20... No one showed up for the 3rd time. After wasting hours on my tracfone, I was told someone would be here for sure the following wk. 3/?/20. An for the 4th time no one showed up, an still being charged for service at my former address. This is a form of abuse put on me by frontier. Frontier has never tried to make contact with me regarding this problem, but I see they are billing me again, to never have frontier right their wrong. I had been a loyal customer for at least the past 20 yrs, or when ever frontier bought verizon out. Very, very poor service/non-service. This mess frontier created for me... Has wasted my time, money an mind. The people that know, the poor service an treatment I have received... Will never call on frontier for their service provider. I "had" been happy with frontier's service... Before this nightmare fiasco. Annette M. Kerns, bd 11/2/1962