Frontier CommunicationsReviews 172

I joined Frontier Communications the 3rd week of Sept. For their $89.99 bundle promotion. I was told my monthly recurring bill would be $120.97, including boxes, taxes and surcharges. The first bill I received was for $221.50 due to the promotions not being turned on. On 10/18/16, I spoke with a representative in their retention department. He said he corrected everything, and added some additional promotions and monthly credit. My new monthly recurring charge was supposed to be $82.32 dating back to the first day of service. I was told I had to pay the $221.50, and would receive the credit for over-payment on my next bill. I received my next bill in the amount of $140.13. I again called, and the representative stated the credits would be applied, and not to pay the bill. He said he would send me an updated bill reflecting the actual amount owed. The updated bill never arrived. Instead, I received a bill for the next billing cycle in the amount of $160.13. $7 of the bill was for a late payment fee. I spent an hour and 20 min on the phone with a manager last night to get this resolved. He said he was able to get my monthly recurring bill to $80.98 effective from day 1, and issue credits in the amount of $196.62. According to my calculations, which I shared with the manager, my bill was still $148 higher than what I was supposed to pay. At that time the call disconnected, and I never got a return phone call. I called today to verify everything I was promised last night was in their system. I was told my new monthly recurring bill was $158.95, not including taxes and surcharges. None of the promotions I was promised to get my bill down to $80.98 were executed.

My total amount paid should have been $80.98 x 2.5 (months) = $202.45. I paid more than that on my first bill, and I was told I still have an outstanding bill of $242.58 (not including a credit of $113.94 I was told would have to go through an approval process due to being over $100, and would take 2 or 3 billing cycles, which I would have to pay for now - I heard that before).

As mentioned, I am now being told my monthly recurring rate is much more than I originally signed up for, and agreed to, in addition to being over-charged for the past 2.5 months. I have literally spent over 20 hours on the phone trying to get this matter resolved with the company, but to no avail. The reps say they see the notes confirming what I am telling them what the monthly recurring charges should be, but their system is generating much higher bills. They don't have an answer for me.

This company is the very worst! Holy sh*t! I had for almost 2 weeks tried to take care of an issue with a payment for these morons and OMG what a freak'n mess. I did the call back option when it was my time, 9 TIMES I was hung up on when I answered the call, plus over 5 hours total trying to resolve the issue. The payment was made on Tuesday then Wednesday morning first thing there goes my service, GONE! Upon calling they can't find my account via name, address, or phone go freak'n figure! Then I get, "we'll need to search for what happened and credit your card back, but we need a payment." ok fine I paid and was told because it was TOTALLY THEIR ERROR my services would be back on in a rush. Well I went about my business came home about 5.5 hours later and guess what STILL NO SERVICE!

Ok you can use my address to send me a damn bill but you can't pull up my account using said address then oh the phone number isn't a land line so we can't pull it up! What the hell difference does that make, it's the number ASSOCIATED with the account. So again I call, finally after being transferred to one rude person after the other and there was 5 of those said people, I gave up. Guess what my service was then back on.

Let's see, 2 weeks, 9 hang up's, 5.5 hours on hold, and one moron after the other, I think it's time to switch. Verizon I never had an issue with talking to nice people or getting things done. The people at Frontier are the RUDEST AND MOST UNPROFESSIONAL PEOPLE I have ever had the displeasure of talking with. I will be taking my business and hard earned money elsewhere, SO LONG MORONS!

Verizon is transferring some of its less-profitable accounts to Frontier Communications, whether its customers like that change or not.

Yesterday morning (Thursday, March 31), I got an email from Frontier, inviting me to set up a new Frontier ID on its website for my Verizon account, and to link my new ID to the account.

This afternoon (Friday, April 1), I set up the new ID and password successfully, but got an error message each time I tried to link the account, using each of the three possible data elements (email address, telephone number, account number) in turn. I tried logging off altogether and logging back on, using my new Frontier ID, but this time I got an error message to the effect that the billing system was unavailable, and that I should try again later, or use their Chat service, or call the 800 number for assistance.

I called the 800 number, and fought my way through the usual annoying audio menu until I reached a female human voice, to whom I explained my problem.

"The system is undergoing maintenance," she replied, "you'll have to try again after 24 hours." Then she shouted "APRIL FOOL!," giggled hysterically, gave me a "raspberry," and hung up. (Oh, all right, THAT didnt happen!--But it COULD have!).

Either Frontier's left hand (customer service) doesn't know what its right hand (system maintenance) is doing, or the company just doesnt care. In any case, this is not a good omen for customer service. Find another telecom company, if you can!

Update 4/2/2016: for a sample of the many, many complaints about this company, see the comments at the "Consumer Affairs" website (go to www.consumeraffairs.com and search on "frontier communications").

We had Frontier for a year. We switched from their cable to DISH because their DVRs are antiquated and you can only start a movie from the main box. You can't record from any other box than the main one. Totally stupid. We moved and asked Frontier to move our Internet Service. They quoted an install date 2 weeks out. The day before they were supposed to install they called and said that THEY had made a mistake on the order and it would be SEPTEMBER 15th before they could come install. That's 18 days after 14 days of waiting. You can guess where I told them they could shove their installation. I ended up going with Comcast because they could at least get the installation done within a week. FRONTIER made the mistake and they couldn't take responsibility and get someone out to install when they promised. I dislike Comcast as much as Frontier but whoever installs the soonest wins.