Frontier Communications Consumer Reviews - Page 5

TAMPA, FLORIDA -- Both my mom and I have had Verizon service for many years and NEVER a problem! My mom's contact expired and she renewed with Frontier. It's been an absolutely nightmare. She is 82 years so she is already use to her channels and the features on the remote so I really didn't want to change her over to Brighthouse. The first bill was in March 2017 and it was incorrect so we called to correct it. No problem we were told the next bill will be correct but it was even higher. They added services we didn't want and they credit was never applied. I had to call every month from March to December because they never could get the bill corrected, spent over one hour each time I called until I got to the point I said enough is enough. This is an 82 year old women with very standard cable and internet needs. Nothing complicated. Here it is April 2018 and I just had to last month and today because they still can't get her final bill straightened. Called last month with UPS tracking number showing the equipment was retuned and received by them. No problem, they have noted the account and still another letter came in the mail. All I can say is absolutely RIDICULOUS! I am sure the saga will continue next month.

STAMFORD, CONNECTICUT -- On three occasions in 6 months, in phoning about technical issues, the "support" people said they'd upgrade me, you while still giving me a lower rate. I'd be a fool not to say, "Yes." However, on subsequent billings, this was not the case. I must have spent a total of 4/5 hours on the phone having the billing dept. "adjust" my statements. I'm assuming it's simply the salesperson making his or her commission and not giving a hoot about future customer consequences.

Furthermore, having called the tech support and billing departments about 25 times within a 6 month period, I gave the “Customer Retention” people a chance to keep me as a customer by lowering my monthly cost (which had doubled, yes doubled, overnight) to a quote I received from a competitor for the same package deal.

Let's just put it this way, the “Customer Retention” department should really be called the “Customer Rejection” department. I actually spoke to a total of three, no-talent employees who really shouldn't be working in this field. I happily discontinued service. Frontier acquired the customer base of Verizon, which I had service from for over 5 years. I read that Frontier was losing customers in droves and now I know why.

TAMPA, FLORIDA -- Very long story - was with Verizon when bought out by Frontier in Tampa, FL. Price went up, decided to move away. Called them on Dec 6th, 2017 and asked to cancel service as of Dec 9th 2017 as I had Spectrum coming on that day to set up. I was told No problem. The representative did not mention about any billing. But the morning of Dec 7th, 2017 I noticed I did not have service. Called them and they said - yup you have been disconnected. I questioned why they did not wait till the request date? Their only answer was Sorry.

Now the second part of the issue started. I was sent a bill for 234 when my monthly bill was 144. They billed me till the end of January. I called and asked what this bill is. The lady informed me that normally the last bill takes about 2 months to flush out correctly. She asked me to ignore it. I got couple more bills and I called them every time. On the third call the representative stated Frontier does not prorate bills. I asked him to show it in the agreement. He sent me one but could not identify where it says bills are not prorated.

Even if they do not prorate, my billing cycle starts on 23rd of each month. They should bill me up to December 22nd not January 31st of next year. How did they come up with January if they do not prorate? Now they sent my bill for collection. They are unable to provide the agreement which says they do not prorate. I was not informed of it when I called to cancel.

LONG BEACH, CALIFORNIA -- I began calling Frontier last July 2016. Frontier lowered my bundle rate from $181.32 (before taxes) to $103.98/mo. I have Supervisor name and reference # for the adjustment for 2 years. Every month my billing is different but always much higher than agreed upon. Each month the Retention Dept. says they will issue a credit for the difference, but I must pay the higher bill to keep my service and they will post the adjustment to the next month. If the credit is actually applied, it is never for the correct amount. I keep track of the overbilling and add that amount to the credit for the current month. Frontier says they cannot adjust that far back. This seems to me to be FRAUDULENT BILLING. I just hung-up with Frontier Billing for March 2018 at $166.97 and no credit from February adjustment.
Frontier sent a letter saying that as a valued customer I would get free 100/100. But it was removed during one of my phone calls to billing and I am told they cannot give it back because I received a credit.

DALLAS, TEXAS -- I was told if I signed up for Frontier Communications in my home they would give me an Amazon Prime Membership for one year on the day I registered. After I agreed to sign up I was told I would receive the membership the day it was installed. On the day of installation the crew said because it was a Saturday, they would have to wait for the business office to open on Monday to get me the membership login.

On Monday no one contacted me so I contacted them. They said they would email it to me in 72 hours. 4 days later I contacted them and they say they were "out of codes" but the new ones were available on 1/31 and someone would be contacting me from their sales office with my code. On 2/4 the representative told me I have to have the account for 6 months to qualify for the Prime membership. SCAM. SCAM. SCAM.

LONG BEACH, CALIFORNIA -- Everyone you speak with will tell you something different for the same question asked. I asked about porting my phone number and was told it would take 1 day to complete. I switched over to Frontier and now they are telling me it will take up to 30+ days and that I will need to call back every couple of weeks to check the status. The issue is still pending and I still cannot get someone to help me out. Expect the price that you are promised to not reflect on your bill. There will always be additional charges so be sure to always check your bill.

TEXAS -- My current contract was expiring in September so I called to renegotiate/renew. I was told I could keep my same basic plan, upgrade to 150 speed internet (from 75) and spend only $6 more per month. I said great. They sent out a tech to upgrade my service to 150. The tech was unable to do it because I needed an ethernet line run. I had an electrician come out and spent several hundred dollars running an ethernet line in my 2-story home.

Internet is worse than ever before and my bill isn't right. It's January. I've called three times and now I've been on hold for about an hour now (tech transferred me to customer service, the customer service said I needed to talk to tech) and I still have the wrong billing amount and terrible internet service. I will be looking at alternative cable/internet/phone services next week.

FORT WORTH, TEXAS -- Absolutely horrible customer service and horrible company. I canceled my account on Jan 10th. I was never sent a final bill nor a notice that it was going to collections and just found out it hit my credit. I called customer service - sat on hold for almost 15 minutes before I spoke to a lady that then spent over 5 minutes trying to located my account. Asked for her to explain the charge that hit my credit, she was unable to. She put me on hold to speak with the collection department. Was on hold for 4 minutes and 31 seconds for her to come back on the phone and give me a dollar number that was not even the same that was sent to my credit.

I asked for her to explain what that amount was and she said she didn't know. That was just the amount they gave her. Asked her if I could speak to someone else or someone in the collection department. Sat on hold for 11 minutes and 4 seconds and then the call dropped! If you can't tell me what I am being charged for then NO you can't send it to collections and then report to my credit. I need a final bill or a collection bill showing exactly what this outrageous charge is for because it is not the amount that was owed when I closed the account out!

CABAZON, CALIFORNIA -- On July 7, 2017, I contacted Frontier customer service in response to a call concerning payment of my account which was delinquent because my credit card account was changed due to being compromised. I called to correct the problem and I updated my account by making current payment and future payments through my checking account. I received a confirmation number for the payment which I gave to the customer service person. However, my account was still passed to the delinquency department after my bank showed that Frontier had received payment that same day.

Although, I gave the agent the confirmation number, the agent told me today (in a disrespectful manner), Thursday, July 13, 2017, that the payment had not been received and would not show as being payed for another 5 to 7 days. As a result my service was disconnected. This is the worst business organization that I have ever had contact with.

MASCOUTAH -- Signed a 4 year contract and stuck it out for 7 years, they were new to mascoUtah and I thought I'd take advantage of new and better prices. Lets just say you get what you pay for. Every.single.night. I had to reset my network as Frontier had lost connectivity with internet. Some nights it would not reset so essentially you pay for a service you can't ever use. and I mean every single night for the last 3 years. I went back to something more reliable, and apparently so did most of the neighborhood. the last 3 years were the worst ever, now the rates go up.and up and up. when you call you are on hold for 45 minutes finally get a life agent to be hung up on, they don't call you back. The signed agreement I have is for 4 years, if I terminate prior I pay them 450. After 7 years I terminated, however, I've been charged a $300 termination fee and although they can't find my original paperwork because of a new updated system, they do find a contract from 3 years ago, but it does not have my signature. After speaking to 10, yes ten agents and being told I'd get a refund for paying for a month that I did not have service, or that I had a $25 credit, or to disregard the bill because accounting takes 90 days to reconcile. after 10 agents and 3 months they turned me over to collections for an unpaid termination fee for an unsigned agreement????? I suspect business is declining as everyone has had enough with this awful company. report them to the BBB and tell your friends. they really suck.