Frontier Communications Informative - Frontier in Oregon (Verizon)
NEWBERG, OREGON -- If you’re switching to Frontier from Comcast, hold on to your hat’s for what might be the worst customer service in the history of services! I stay with them only for the internet service which is the best you can get. Period.
Their departments are too disconnected from one another. For example; (after trying for 3 days), and being screened (for the 12th time) and had explained my situation (again), the billing agent needed to switch me over to the technical department (again). He explained to the tech agent the situation, so he was up to speed and had my account up. Wow! Nobody’s ever done that! The tech agent was able to identify and briefly explained the problem and told me I would have to talk to billing and just hung up, leaving me flapping in the breeze (as I have became accustomed to). I took another hour before I was able to get back to billing and go thru the cycle one more time. I expect my next bill to be a nightmare.
On the good side, they were able to compensate me for my troubles with a very generous one year monthly reduction to my bill of $40. That’s a lot for a company to do and I think it’s because they recognize there’s a problem.
When I first switched over to Verizon it took them 3 months to get my phone number right, 2 months to switch over my old number and doubled charged me for the time. It took over four months to resolve that problem and had to call them so many times that I got a direct phone number for an individual resolution manager for a one on one person to person solution. They gave me a $5 a month compensation for my troubles. That was a nightmare.
On another occasion I was brave enough to check for what new specials I could get. I was able to upgrade and save a little money for a 2 year contract, so being money is tight, I signed. Months later after Frontier took over. My account was reviewed and I was charged hundreds of dollars for back pay on what they told me was an accounting error made by Verizon! Again, days of calls and calls to resolve that.
It's hit and miss as far as getting someone who knows what their doing. If you doubt the abilities of an agent you should excuse yourself and call back. The reason I say this is because I called to see what changes could be made to save money and after I hung up my movie channels were missing. I've been waiting 4 days for that service to be turned back on.
I know the waiting music and find myself humming it. I’m retired and I really wonder how someone with a family and job could have the time?