Complaint Review: Frontier Communications - Tampa Florida

Towards the end of this year my contract was ending with Verizon, who sold their company to Frontier.

In December 2016, I started reaching out to this company to see what kind of package deal they could offer me out of a promotional deal. My plan did not exceed $150. Because it was during the holidays, I just called to see what they could do for me. Needless to say, they were a little pricey, so I said what the heck, I still got a little bit of time. and decided to resume my research after the holidays.

January 2017- I decided to try again. When I called their customers service line, I spoke to a rep to whom I explained that my contract was coming to end, and that I wanted to see what they could offer me. After on the phone for about a half hour, we concluded that they could not come close to a respectable package that would meet my price range. As I was attempting to finalize my call with them, their rep offered me to be transferred over to another department as they felt they could offer me a package that was not available to them. They transferred me to their "Retention" department. There I spoke to another rep, explained my situation to them and off we went. After about a half hour into the conversation, the rep introduced a package that had fewer channels than what I had originally. The price was somewhere in the neighborhood of $136, and with taxes, it would be within my price range. They introduced the package to me as a Month to Month everyday pricing package, which included all equipment rental, 100 internet speed (free upgrade to what I had) and a few pay channels. It was perfect for what I was looking for. Okay, it had fewer channels, but I was okay with it.

In January 2017, they came out to install a new modem. Oh, life is good.

February 2017- I get my first bill from my so call month to month plan, $437. When I called their customer service line, I explained everything to their rep, and they transferred me to their Retention department where this all started. They looked at everything, and they said, “yes, you are correct, but what happened was that everything changed between billing cycles and that it will resolve itself when the new bill comes out. Because I was accustomed to paying my bills on time, I asked them how much should I pay. The rep stated, just pay what you normally do, and we’ll credit the difference to you on your next bill.

March 2017- I get another bill, for my so call month to month plan. This time it’s in the amount of $637. WoW!!!! What the heck. So, I jump back online with them again. I spend about 90 minutes on the phone with them. Once again, I call their toll-free number, explain everything to them again and once again, I am transferred to, what for it, their Retention department. (the one that started all this mess). I spent about 15 minutes explaining everything again, the rep looks at everything, goes into the note section and confirms my agreed upon pricing. He looks at another area and determines it was a coding error, so they asked me to stay online while they fix it. About an hour later, “I fixed everything and everything’s should now be okay”. They throw a few credits on my account and off I go. I asked them again, how much should I pay. They respond, just pay what you normally do.

April 2017- I get another bill, for my so call month to month plan. This time my bill is, “wait for it” $621. At this point, I am upset. I spend another 2 hours as I did back in March with their rep. Afterwards being transferred again to their retention department, it was decided that it was a coding problem that cause this high bill and that the other rep failed to do something causing a multiple stacking coding problem. I remain online again for another hour or so. The rep comes back online and assures me that he was able to fix everything. He gave me a few credits to offset my balance, but could only do so much, due to his limitations. He said he was putting in a ticket to ask his supervisor to apply the remaining credits.  I once again asked the rep, how much should I pay. He replies, "nothing" until all this mess has been resolved for you. I waited a few days, and after thinking about it for a while, I decided to make another regular payment.

At this point, I was hot! So, I decided to write the BBB and a personal email to the CEO of this company. I also sent them a certified piece of mail. A week or so later, I receive a call from their executive resolution team. I go over the details with this person. The rep reassures me, I got this this from here.

May 2017- I get another bill, in the amount of $242. It got better, but still not at the rate that we agreed on back in Jan 2017. I call their resolution POC and alerted him to my new bill. He becomes a little irritated with  all the errors and asked me to give him a week or so to resolve this issue for me. I told him I was going to make my normal payment again and he said, go ahead as I get your account under control. A few days later I get a call. He stated he resolved everything and that I would still owe them approximately $85. I disagreed with the rep because I had been paying my bill monthly and at a higher rate. He said something on the lines of the amount owed was due to a lapse in service, meaning between my contract ending period and my new month to month service period. Let’s just face it, I had enough. There was no way in hell, I could owe them a single dime.

Because my new services were considered month to month, I decided to cut my losses and move on to another company.

I discontinued my services and I switched company’s. I made sure I turned in all my equipment to include equipment they didn’t even had me down for.

June 2017- I get my final bill. So, I think. Again, it wasn’t for the price we agreed on back in Jan 2017, in fact, it was back up to $234. They discounted my equipment, but added an early termination fee of $200. If you have been keeping up with this complaint, how can that be, you ask? I agree, I was on a month to month plan. I called the executive resolution POC team back and I spoke with the rep that helped me before. We went over everything. He said he would be calling me by the end of the week. An hour passes by, and he calls me and states that after reviewing my case file again, it would be too much work for him to start over again, especially after switching company’s. He recommend that I go ahead and pay the final bill as is, because it would be less than the $200 early termination fee.

Interesting, wow! I know.

Here is some free advice. Run away, don’t walk, run I say, unless you get it in writing. They claim they record everything. They might, and they might not. But if so, how did that help me?

Oh-By-the-Way, I never got a call or e-mail message from the CEO or his office.