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Early Termination Fee for a Contract Never Agreed To
Posted by Lgoodman1 on 01/23/2012
ROCHESTER, NEW YORK -- I canceled my phone service in November 2011 switching back to Verizon. Frontier bought out Verizon's residential phone service, so we switched back to our original home phone carrier. Frontier charged $156.05 for an early termination fee for a contract I (nor my husband) signed or agreed to. I have made 5 calls to Frontier customer service in which each time I was told they would sent the information to the account depart to have the early termination fee waived. I received another bill 2 weeks ago. At that point, I called and requested that my checking account information be removed from the account to prevent an automated deduction from my checking account. Today, $156.05 was debited by Frontier from my checking account. I was placed on hold for 25 minutes before calling back I received the same explanation of being account being reviewed. After 5 phone calls to Frontier's customer service department since December 2011, this is still not resolved. Each representative explained the process takes 3-5 days. Now, they have withdrawn the money from my account after I specifically called and asked them to remove my checking account information and not automatically withdraw the early termination fee.

     
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Posted by Venice09 on 2012-01-23:
We use Frontier for telephone and internet, and while the services work great, the customer service is a bit sloppy. Keep after them until they get it right.

As far as I know, we have no contract with Frontier, so I hope we aren't charged a fee if we ever cancel.

Thanks for the heads-up!
Posted by Anonymous on 2012-01-23:
You may want to file a complaint with the public utilities commission in your state. If they don't present you with a signed contract then they are way out of bounds.
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Billing Fraud
Posted by Fdwheels13 on 11/22/2011
I am a victim of double and triple billing. My bill from $375.00 per month is now around $1200.00 after switching. One customer service clerk does not know what the other is doing. They manipulate the bills. They are a big company and thus think that they can get away with fraud by blackmailing the consumer. This company is a nightmare. I would not recommend them to any one.
     
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Posted by JayByJay on 2011-11-22:
How were you blackmailed?
Posted by swimjim on 2011-11-22:
I believe you need to speak to a supervisor and straighten this out.
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Over Charging
Posted by Pearl777 on 11/17/2011
ROCHESTER, NEW YORK -- I have Frontier for my telephone, internet and Dish Network. Awhile back I bundled the three together to save money--it was $127.00 per month, which is enough for us as we are on a very limited income--they told me this would save us money.

I got my bill the 1st of November, 2011 and it has jumped to $187.00. There is no way I can pay this. Cannot get any satisfaction as to why it is so high and if they will make it right.

Would appreciate any and all help you can give me.

Shirley G.
     
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Posted by SuzeB on 2011-11-17:
Unfortunately most of these communication bundle packages are sold based on a limited time discount ranging from three months to a year - - and then ZAP - - up goes your bill. The details will be in your contract.
Posted by trmn8r on 2011-11-18:
Suze brings up a good point - was the $127/month a promotional offer? It sounds a bit steep to be the case, but it is possible.

These companies are known to do such things - jack a customer's bill. Your only recourse may be to threaten to go elsewhere and see if they lower the bill, but you have to be prepared to follow through if you do that.
Posted by Old Timer on 2011-11-18:
True Trm, "Awhile back" could have been over 12 months ago and now the deal is off.
Posted by Lloyd481 on 2012-05-06:
I too am from Rochester New York. I switched to bundle from Frontier. It has been a nightmare.. Can not get anyone to return calls and everytime you do talk too anyone they jack the bill up.. Rotton custmer service in all areas. My next stop is the Utility Regulatory Comm.
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Awful
Posted by Crry_bcky on 09/09/2011
Frontier is an awful company. They do not care how they treat people. First they were suppose to install a phone line. I was told again and again they would be out. Stayed home all day and waited for them. They never showed and they never called. I called in and I was told they would come the next day. I waited and no one called or came. I called again and I was told they would be out sometime over the next four days and I would just have to stay home in case they came. I have called and talk to them over and over. No help. I asked for an address or phone where I could contact someone higher up and was told they do not give out that information. They are rude and don't care how they treat you. I had to deal with Frontier four years ago and was treat badly then too. Their DSL is slow and does not work half the time. Stay away from them if you can.

     
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Posted by Alain on 2011-09-10:
Is there another provider in the area you can go with? Meantime, file a complaint at: http://fcc.gov/complaints and http://ftccomplaintassistant.gov
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Incorrect billing
Posted by Jycrmtn on 09/03/2011
We notified Frontier that as of March 12th of this year we are canceling
both internat and phone service with them going to another carrier. We
had the other provider hook up as of the 13th of March.

As of that date we no longer had service with Frontier.

In April we received a bill which was correct and we paid the final bill in full early.

Since that time we have had all kinds of bills being issued to us for internet and also phone. We have called every time we got a bill and they said it would be taken care of. One of the many calls we made the customer service person said that they now owe us 175.51 and we would be issued a credit in July. That paper work wasn't made out to correct the previous errors.

We kept still getting bills and I finally sat down and wrote to their Manager by certified mail all the info they needed to take care of the issue. About 2 weeks after that we finally got a bill which stated that the balance was now 0. Several days later we received a check in the mail for the credit they said was due to us.

I thought that our problem was finally resolved however now we are getting
bills once again that we owe them over 200.00. Again, they are billing us for services we don't have with Frontier.

This is one screwed up company. I am now at my whits end and am planning to
notify the Attorny general of our State of their practices.
     
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Posted by danny54 on 2011-09-03:
You may also want to try the utility regulatory commission in your state. They may have more pull to get things done faster for you.
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Frontier Airlines goes out of their way to help a lost dog!
Posted by on 06/02/2011
A lost Labrador-mix from Colorado recently turned up in my hometown in California. "Buster Brown" disappeared from his owners yard in November 2010 and hadn't been seen since. On May 20th, he turned up in a California animal shelter. Animal Shelter workers were able to identify the dog and his owner thanks to a microchip. After they were unable to reach the dog's owner by phone, shelter worker's sent a certified letter to the owner in Colorado. The owner contacted the shelter on May 31st, the deadline for retrieving the dog before it would be put up for adoption and immediately began trying to find a way to get her back home to Colorado. Driving the dog 19 hours back to Colorado was too for both the dog & his owner to handle so she started calling around to different airlines looking for help. Frontier Airlines has graciously offered to donate a flight from San Francisco to Colorado tomorrow morning and the dog will be reunited with his owner!!!!!

This is beyond excellent customer service! What a great act of kindness by Frontier Airlines! I want to thank the airline staff who have made it possible for Buster Brown & his owner to be reunited! What a great example to set for the airline industry. Its nice to hear that an airline has done something good for a change! Thank you Frontier Airlines!
     
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Posted by trmn8r on 2011-06-02:
This is a feel good story. I hope Buster and his owner are reunited as planned.
Posted by Anonymous on 2011-06-02:
That is really nice! I hope everything works out. That's quite a journey.
Posted by jktshff1 on 2011-06-02:
Good for them! Great post.
Posted by madconsumer on 2011-06-02:
it is stories like this that make me glad to be human, and can feel the humanity in this.
Posted by raven2010 on 2011-06-02:
I have tears in my yes. this is FANTASTIC!!!
Posted by Fufu487 on 2011-06-02:
Wow. So touched by this story :')
Posted by Nohandle on 2011-06-02:
I love this story. With airlines becoming reluctant to even allow pets due to the liability, it's great to hear of one not only stepping up to the plate and accepting the challenge but providing the service at no charge. I know Buster will arrive safe and sound and thanks Frontier for making this possible.
Posted by Venice09 on 2011-06-03:
Wonderful story. It just goes to show that it never hurts to ask. Frontier came through with flying colors!
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Responsibility of the minor
Posted by M33 on 04/26/2011
Frontier Airlines I quote from a email from Marie,. Customer Relations Specialist: “We allowed your child to travel at their own accord, removing Frontier from responsibility of the minor.” For a Fee that was paid up front.

I guess when you pay extra for your bags or your child. It is all the same NOT THEIR PROBLEM if they get lost.
     
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Posted by trmn8r on 2011-04-26:
I assume that when a minor travels alone on any airline there are certain things the airline is not responsible for, unless the service includes providing an adult to be with the minor at all times. My guess is whatever is in that message is to remind the responsible adult that liability is limited.
Posted by jktshff1 on 2011-04-26:
+100 trm
Posted by Ben There on 2011-04-26:
No airline will watch over a child for the entire flight. The fee you pay is to have someone help them board, get them seated, pass over information to the flight attendants who will check on them from time to time and walk them off the plane at the destination. A gate agent will then check the ID of the person picking the minor up before releasing them.
Posted by momsey on 2011-04-26:
I'm not sure what the basis of this complaint is. Did something happen to the minor to prompt an email exchange? Not enough to go on here.
Posted by trmn8r on 2011-04-26:
momsey, I think you are reading into this a bit too much.
Posted by Anonymous on 2011-04-26:
I used to fly alone starting at age 5. Ben There described exactly what was done for me, and I never had an issue. I flew very often, and remember everyone being super nice to me...and very attentive. Even on over seas flights with multiple layovers, I never had an issue.
Posted by Anonymous on 2011-04-26:
Same here Nicole. I flew from San Diego to Phoenix every summer on my own. It got to the point where my mom would tell the flight attendants that I didn't need any help with anything. They would just make sure that someone was there to pick me up when I landed.
Posted by Anonymous on 2011-04-26:
Shorty, I'm guessing that maybe things are a little different these days. For me, it was the mid 80's to early 90's. These days, I'd be nervous sending a kid alone on a flight.
Posted by Anonymous on 2011-04-26:
I think we're the same age, Nicole. Nowadays, some airlines don't allow unaccompanied minors to fly on connecting flights. They can only fly non-stop. But there still have been cases of kids getting on the wrong flight. I remember hearing about a kid that was flying domestically, but somehow ended up in Mexico. That's scary
Posted by Anonymous on 2011-04-26:
That is scary! Lol, reminds me of Home Alone 2, which my son made me watch about 30 times this past winter.

I know a guy who flies his kids to see their mother. Each time they visit her, he flies them there, turns around and flies right back, and then flies to pick them up and back home. It cost a lot of money though!
Posted by Anonymous on 2011-04-26:
I disappeared off of two flights as a kid. Ticked the state off royally and the authorities who were waiting for me on the other end.
Posted by Anonymous on 2011-04-26:
The unaccompanied minor fees probably cost as much as a regular ticket now. So that guy would be spending the same amount of money either way. Lol
Posted by momsey on 2011-04-26:
Was that on purpose, ript? Somehow I think you would enjoy ticking off the authorities waiting for you! :)
Posted by Anonymous on 2011-04-26:
Lol! Yes, it was intentional momsey. Tigers aren't meant to be caged.
Posted by Anonymous on 2011-04-26:
Ript> Free spirits never are my friend:)
Posted by CrazyRedHead on 2011-04-27:
Hey ript, did they ever find you? lol ;o)
Posted by Anonymous on 2011-04-27:
Months later CrazyRed. But that's another escape artist story for another day. Houdini had nothing on me.
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Be Aware
Posted by Disappointedincolorado on 03/07/2011
Please be aware. Leaving Steamboat Colorado on Frontier, on a mildly snowy day, where all other airlines are departing without difficulty, may not be possible. A Frontier airline representative stated that the plane could not land due to a lack of proper pilot classification needed for landing while snowing. It was not a terribly snowy day. Our friends on American Airlines and United Airlines had no departure problems. I had to pay $110 for a 5 hr shuttle ride to Denver which was facilitated by the airline. The roads were not bad at all. Don't understand that there were weather problems; there was light snow that was not sticking at both Steamboat and Denver airports.

Additionally, communication was poor. Passengers were not made aware of any delays at the gate until way after boarding and departure times. The announcement informing of flight status at the gate was "you can reschedule your flight or find another way to Denver". There was no introduction of apology or explanation of why. The explanation I finally got was at the ticket center.

There was also poor communication at the shuttle site, with no updates or explanation of shuttle departure times until complaints that this information was lacking.

Advice: Not a good idea to use Frontier Airlines in potentially snowy regions.

     
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Posted by Anonymous on 2011-03-07:
The mechanics of weather very simplified. Weather is divided into categories, graduated from 1 to 3 with variants. Pilots and aircraft are qualified to specific categories - the highest rated CAT IIIB are US mainline legacy carriers. ie. American, US Airways, Continental, United, Delta. Highest rated aircraft and pilots vs saving a few bucks with a discount carrier.... you decide.
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Frontier Credit Card What a joke
Posted by Farhad on 01/10/2011
I agree with the last reviewer. This company's credit card is all about ripping you off. I tried to close my wonderful account ($1000 linit with 30% interest), they asked me to transfer my miles before doing so. Then dinged my credit card 1 penny for each mile, totaling $230! I am calling them back, I have been on the phone for an 50 minutes now. Nice classical music. Stay away from Frontier. They are bad news.
     
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Posted by Ben There on 2011-01-10:
What bank runs the credit card? That might be good to mention as they are the ones that actually provide all the service with the credit card. The bank just pays Frontier to use their name.
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Last minute Bait and Switch
Posted by Guess what? on 07/21/2010
INDIANAPOLIS, INDIANA -- On December 7th, 2009 I purchased two tickets from Frontier Airlines, one for my father and one for myself. Even though indirect flights cost less I opted to pay more for the advantage of having a direct flight from locations that were more convenient to us. On July 20th, 2010, only four days before my flight was scheduled to take place, I received a phone call from a customer service representative from Frontier Airlines. She informed me that not only was I not going to have a direct flight, but that I was going to arrive two hours later than the originally scheduled time. To make matters worse, she said that the Airline knew of this change on March 31st, 2010, almost four months before I received any notification from them about this change. So by the time I received this notification I had no chance of shopping for a better flight for my money. Needless to say that for more than seven months Frontier Airlines has had use of the money I spent on that ticket. Even my bank would have done better than their offer to return my money now and leave me stranded at the eleventh hour without a means of getting to my destination as conveniently or on time. I was even willing to drive to another airport eight hours away and take the flight I booked my father on, but the Airline would not let me do this unless I paid the difference in ticket prices, which by this time has about doubled in price from the original purchase. The least the Airline should do, for the inconvenience, is to let me go with that option at no extra charge, which is still an eight hour drive for me, the reason that I chose not to take that option in the first place. But at least this would have allowed me to arrive on time without having to pay twice the original ticket price to do so.

The Airline has made no attempt to compensate me for this inconvenience, and has even tried to profit from their mistake by trying to charge me more for a flight that would arrive at the desired time.

This entire misadventure is akin to buying Premium Orchestra seats for the Ballet only to be told a few days prior to the performance, when the House is sold out, that your seats have been moved to Upper Balcony Far Left, and by the way, during intermission you will have to leave your seats and change to these other ones in the 27th Row Far Right. However, we will still charge you the price of Premium Orchestra to see the performance that you paid months in advance for and have been looking forward to seeing since then. Oh, and sorry we didn't let you know months ago, when we first learned of this change, so you might have had more options, “my bad.”
     
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Posted by Ben There on 2010-07-21:
All airlines have schedule changes, and sometimes nonstop flights get discontinued and connecting flights replace them. This will happen even more often when two airlines merge as the two airlines will begin combining schedules and fleets...

That said, it is customary for an airline to notify you soon after a schedule change is made. I would be dissappointed too. I wonder if the schedule change fell through the cracks because of the merger - did you happen to be flying on both Midwest and Frontier originally?

Don't expect any compensation as airlines will always hold the right to change the schedule at any time. Even the best nonstop flights turn into connecting flights day of travel if a plane breaks down or weather starts acting up.
Posted by Weedwhacked on 2010-07-22:
Read the rules of your ticket, you're not due any compensation. You agreed to the terms and conditions which state that the airline reserves the right to make schedule changes at any time. You could have received a refund if you wanted to. Your statement below is completely false:

"Needless to say that for more than seven months Frontier Airlines has had use of the money I spent on that ticket."

The airline doesn't get the money until the ticket is used and is processed through the clearing house. You should really read their contract of carriage because you have a lot of misconceptions are how things work with an airline.
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