Complaint Review: Frontier Communications - Nationwide

 Dear Melinda, The reason for this email is to express our disappointment and outrage with the way we have been treated by your company. We are also requesting satisfaction for the billing issues, the loss of our channels, and a credit for the upgrade we never received. We will be sending a copy of this email to the California State Assembly Committee on Utilities and Commerce, the FTC, and the Consumer Financial Protection Bureau. In June, a representative from your company called us to upgrade our service to faster internet speed (100/100) order # 59600685. An appointment was scheduled with an eight-hour window. On the day of the upgrade Rosemarie waited all day and nobody arrived. When

Rosemarie called to confirm the appointment hours later, that same day, the customer service representative said she had no record of the service call and told her there wasn’t one scheduled for that day. A frustrated Rosemarie told the girl to disregard the upgrade request. A short time later we received a bill for $513.10 and I called to complain about the billing irregularity. I spoke to Chris in Ohio with confirmation # 059791928. Chris advised he would request the over-billing be removed as Rosemarie’s bill prior to all this was $242.05. Chris stated this fee is charged if any changes are made during a contract term which I thought was an odd comment. (Is this a new business practice we were not made

aware of?) Chris asked if there was anything else he could do and I asked if he could follow up on this and make sure the credit was issued. At this point we didn’t even care about the upgrade but he said we were being charged for the higher speed and thought we were getting it. He promised a better package and that our new monthly price would be about $189.97 and the billing adjustments would be made retroactively. Much to our astonishment the billing adjustments were not made and the incorrect bill for $513.10 was charged through the automatic bill pay we were enrolled in. There was plenty of time for the billing credit to be made. Again, I made another call to Frontier on 07-16-2016 and spoke to

Jennifer order # 059993644. Jennifer was very helpful as she was a former Verizon employee. She stated the $170.00 fee we were erroneously charged was never reversed and she could not even see a request to waive it. She said this was a cancellation fee if we had cancelled before our contract was up, but she said we never cancelled so it shouldn’t have been charged. (My issue was we have been month to month with Verizon since our two-year contract ended in 2010 so we were not bound by a contract term.) She also tested our internet speed and confirmed we did not have the upgrade, but she said we were being billed for it. Jennifer said she would handle all of the issues we were having and I sincerely

believe she intended to. She put in a request to reverse the bogus cancellation fee and scheduled a new installation date for the upgrade and said she would bring our bill back down to what it was or very close to it. After our call we had confidence Jennifer was going to handle all of the problems we had addressed with her. Mind you, we are experiencing other issues such as poor reception, pixels on the T.V. screen, DVRs not recording T.V. shows (all problems we weren’t having with Verizon). So last week after our call with Jennifer we noticed that many of our channels were cancelled. Jennifer did not discuss any reduction in service. We are missing a lot of channels and to top it off, we received the

August bill that did not include any billing credits we were advised would be credited to our next bill. I called Frontier today and spoke to Adrian. Adrian advised the $170 credit was still pending and he could not tell us why. I asked to speak to a supervisor and I was put on hold for an extended period of time. After ½ hour or so I hung up. I logged on the live chat and started a conversation and was #33 on the list. I left it open for some time and was never responded to. It is now apparent to me that Frontier Communications is incapable of delivering to the consumer exactly what they promise. The service department, installation, and call centers are all affected. I think the next step is to take this to the media and

any agencies that had approved this awful merger. We are very unhappy with your company. I plan to pursue this and would like satisfaction immediately. Sincerely,