Frontier Communications Reviews

In April I finally signed up for automatic pay, but because their system took so long to activate the auto pay (almost three months) I fell behind in payment and went on line and made a one time payment of $758.00. One week later I received a phone call that I was behind and owed $758.00 and that my service would be terminated. I went on line, saw that they indeed did have my credit card payment, called the billing department, spoke to a woman who talked to me like I was three years old and couldn't understand why I was upset. I gave her the payment confirmation number that I had taken from their Frontier website. She insisted that I had not made the payment but granted me one week time so she could investigate further. Two days later, Frontier auto pay kicked in and they dinged my credit card for another $756.00! When I called back, once again with confirmation numbers the billing department insisted that neither payment had been made.

Two days later, I finally received a credit for the overpayment, one month after this nightmare. No apology nothing. When I cancelled the service, in September, they sent the box for me to return my equipment, did so within 24 hours. Two months later I was still receiving bills and threatening phone calls. 4 phone calls over a three day period, I was told that the problem had been fixed. Received another return box for equipment (already returned two months earlier). In January my email statement indicated that I had received a credit statement of $132.26. I called to ask that they send the credit ASAP. Told 7-10 days.

Today, February 20th, no check yet and another statement indicating a credit of $132.26. I called, spoke to Stephanie in Indiana told her that this was the second call I had made around this credit and that their poor billing service was the reason I had cancelled. She immediately went to the "sorry you're having a bad day, don't take it out on me!” To which I replied I was surprised that after my poor experience with Frontier that the FCC and Attorney General's office had not been contacted and complaints. I told her that as long as I had my check in 7 days she would never hear from me again. She told me with would be 10-14 days. If I don’t have my check in 10-14 days, I will call Stephanie in Indiana and have another less friendly conversation with her.

I haven't had a working computer in my home for over a year, which is not Frontier's fault I realize, but it would have cost me $120 or more to cancel that part of the contract when the computer went down. We live in a rural area and we don't have a lot of landline phone service options. Again, this is total **. I want out of my internet service without it costing me $200. Help!

Next, the internet promotion ended, and the internet price went up to the price, as I knew it was going to. It went up to the same price that they had been charging me on and off during the first year, $44.99. As they had not followed through with what they had promised the first year, I called them once again. This time I reached a young man, who looked at my account, and said "I'm not going to try and band aid your account. I'm going to transfer you to someone who will take care of it once and for all". He transferred me a man by the name of George. George looked at my account, and said "I am in the section that fixes things. I don't try and sell you anything". I was pretty upset by that time. He told me to hold on. To make it short, he promised that I would receive a $15 credit on my account for the next 12 months, to compensate for all of the errors on my account. I was thrilled. This would bring my high speed internet monthly fee to $29.99, until November 2012. He told me I would receive a $30 credit in January (2012), which would be $15 for December, and $15 for January. That much did happen, until I received my next bill. There was no credit on it. When I finally got through after 2 days of "I'm sorry, we're currently experiencing a high volume of calls", the woman in customer service didn't know what to do about it, except "send an email to the department that investigates problems, and that it would be a couple of weeks before I heard anything back".

I had already been through that months before, and I refused. We finally figured out where she needed to put me through to; the same "fix it" department that I had spoken with the last time. This time, the woman in that department told me that "the system" had been dropping credits. She told me should would give me a $50 courtesy credit, and the $15 credit that I should have already had. I told her that I wish they would just fix my account properly, so I wouldn't have to deal with courtesy credits. She promised that she had fixed my account, and that she had reinstated the $15 credit. I just received my latest bill. The woman had only credited me $50, and that $15 credit that I didn't receive last month? I didn't receive it this month either.

I've had enough. I can't deal with this anymore. Thanks Consumer Affairs, for allowing customers to voice their concerns.

Thankfully, I came to visit them and I saw that they had a Frontier bill in their bill pay box. Wondering why since they had cancelled Frontier over a month ago, I took a look and was shocked! Worse yet, my parents were actually going to pay for it. My parents thought they did something wrong. Frontier should be ashamed of themselves for taking advantage of senior citizens who never missed a bill in their life. Forget the airlines, it is time the government creates a residential communication services customer bill of rights. It is unbelievable what Frontier thinks it can get away with it.

So today, 2/7/11, I have yet to receive their return label for their equipment and was told one was never generated. Upon speaking with a manager, Jessica, I was told that it will take another 7-10 days for them to send the shipping label and that my account will not be closed out for another 90 days after the receipt of the modems return. And heaven only knows if they will send it out this time. I am due back 1/2 of the billing cycle for January, which they say will be returned to me with no interest as long as they check this modem in. If they are doing this to me, I am quite sure they are doing this to their other millions of customers and all we can do is take it.

In addition to this above, they have continued to harass me via phone to up my "cancelled" services. I explained to them in November not to call and even after I cancelled my service on 1/21/11; yet, apparently communicating with a communication company is impossible. Someone has got to do something about these large businesses that are keeping good people’s money.

Two weeks later, I went online and noticed that the change had actually been made on my account. Frontier had changed me to a faster internet service and changed my contract date, adding another seven months to my contract (from July 2012 to January 2013). I called customer service and the first customer service rep I spoke with could not help me, so she linked me with a higher level customer service rep. She said that she could make the change and told me that everything would be back the way it was to begin with.

I received my next Frontier bill two weeks later. The service was still set to the wrong (higher/more expensive) speed, and the contract end date was now listed as February 2013 (it should be July 2012). I called Frontier customer service again. This time, I was told that the change would be made (again) back to its original plan. The customer service rep attempted to sell me television service and a couple of other services. She eventually said that she had changed me back to my original plan and I would see the credit back to my account, if not in the next bill, then in the bill after that.

She did not reset the contract end date to July 2012. I had to remind her to do this (pointing out that I did not authorize a change in the first place). She said that she could not do that until she could speak with her supervisor, who had already gone home for the night. She stated that she would call me back tomorrow or later this week.

After this call, when I told them I was recording the call, they sent the box for the modem return. I sent the box back with the modem as soon as I got it, took a guess on what my final bill would be and sent it through my bill pay. Two weeks later, they send my payment back and wouldn't process it. I called again and the gentleman said that they received the modem and he has no idea why they wouldn't take payment but said if there was anything due now that they received the equipment. If there was anything due, they would send out a final bill for payment. For the next 2 months, nothing came from Frontier and on the last day of 2011, I received a notice for a non-paid bill through my credit watch, lowering my credit score 85 points. Low and behold, it was Frontier.

They reported my final bill as not paid. The amount they said was due was less than the amount they returned unprocessed when I guessed at what the final bill might be. I of course called and after 45 minutes, I was told it was taken care of. I had no final payment due and I even gave him my email address so he could send me verification of what he said would happen. Well, I am sure this is no surprise, I never got the letter. I called back a week later to find out why and some cocky punk "Todd" told me that the previous gentleman was wrong and I still owed the bill. After talking 30 minutes to the "god" of all customer service reps for Frontier, whom thought he knew it all, and him being so rude and ignorant to me, I just hung up and called the collections department the next day where at least the woman whom I talked to understood it was not my fault but could not do anything, but listen and try to get me to pay which of course I refused. She told me to write to the finals collection department of Frontier and send as much info as I could.

Now I am waiting to hear from them. I also sent a copy of my 6-page letter to the CEO thinking maybe she might want to know that for the supposed $54.00 bill they say I didn't pay that I have detailed written and taped conversations which if I let go public, would show just how horrible her employees are and that she may want to hold some of her key management in customer service accountable for all these happenings. This is a horrible thing they do. It took my credit score from over 700 to below 620 where I now can't even refinance my mortgage. If I don't refinance, I can't keep my house. This is just simply awful and they should be held accountable for it.

I wish everyone else the best of luck in dealing with this horrible company. I will try to update with good or bad news if any.

All I want is to have basic phone service at my home. Who are these people anyway? I spoke to 3 different people and not one spoke English as a first language. I was on hold 15 minutes the first call and 20 for the second. I would not be surprised if that was all part of the program. Every time I mentioned dropping coverage, I was put on hold.

My sad tale begins when I received a new debit/credit card. The old one expired, new one issued. The only problem, I never updated the expiration date online. I didn't receive so much as a phone call, email or carrier pigeon to notify me that I was being shut off. I called Frontier thinking it was a technical problem at first, only to be told otherwise. I paid what I owed plus credit and was told I'd be back up in four to twenty four hours. Two days went by. I called again, they said they'd closed the old account and would have to set up a new account, which curiously enough has the same account number as my old one. After an hour and talking to a supervisor, I was assured I'd be back on that same day. Nothing. I called the following day, finally spoke with a man called Eric who for the first time sounded like he knew what he was talking about. That sweet man made it happen that same day.

I thought all was good, until I received a bill in the mail. I had a credit on my account, but they were looking for the difference. I had been under the impression I'd be set up easy pay when I called to set up my new account. I signed in online to do so. I couldn't even do that due to some technical problem with the system. Yet again, I'll have to spend an hour on the phone tomorrow sorting it out. Normally, I wouldn't put pen to paper, but this isn't the only issue I've had. Before, they shut down their convenient nearby store where I could go have my issues sorted out by a wonderful young man by the name of William (bless his heart wherever he is). Now, I have to call and do battle each time. See, each month they charge me five dollars extra for something called Additional FiOS Internet without VZ. I have no bloody idea why they keep doing it. Each time, they credit me in either a lump some for twelve months or each month.

My brain is sore constantly monitoring what they're up to in case they overcharge me. Don't get me started when you're actually on the phone with them. I have a suggestion for Frontier, get new and faster computers for your employees. That way, you're not wasting my time or theirs every time it freezes or crashes. It takes an eon to pull up accounts also. The issue is ongoing.

I am currently applying for a mortgage, and Frontier shows on collections. I called 1/26/12 to speak with collections group, and Frontier still has not removed the charges that I was told twice would be removed. I requested collection be removed, and statement from "Amy" there is a balance still, it has not been collected, this can't be removed because you are late. Of course, it is late, they never rebilled with the final balance, because they did not remove the "Early Termination Fee" charges which were in error and which I tried to straighten out twice before.

In 2009 Frontier was investigated by the NY State Attorney General and charged later with billing customers for fraudulent "Early Termination Fees". Apparently they are continuing this practice, and affecting my credit rating as well. What will it take for Frontier to stop their practices?

Originally, when I signed up with Frontier Communications back in March 2011, I was told that I would receive a bill for all three services (Telephone, Internet and TV (Satellite)). I signed up for the bundle service on the last day that the service was available. Since I signed up for the bundle service late, the system somehow disqualified me to receive the bill for the bundle service. I called Frontier numerous times and attempted to get the issue resolved. Frontier credited me for the mistake. I was told from then on that my bill would be combined. I was informed that I still had to deal with DirecTV's bill separately because Frontier is going to switch the TV satellite service from DirecTV to Dish satellite.

A couple of weeks later, I received two more bills from Frontier telling me to pay my internet bills. I was being billed again separately for my bundle services. I called Frontier last week after I received the second bill. I spoke to Barbie (Employee number 231232). She was surprised when I told her that I was being billed for the Internet separately from my phone bill. She told me that she will take care of the issue. Today, I received a bill from Frontier telling me that I have an outstanding bill of $167.10 for the internet service I am receiving. If I do not pay the amount by 1/26/2012, my internet service will be suspended.

At this point, I am at the end of my patience. If I get a notice from Frontier Communications that indicates my bundle service (Phone and Internet) is being separately billed again, I will cancel my service and go to Comcast. Even though Comcast's service is somewhat more expensive than Frontier (that is why we switched in the first place) the hassle of time and money I can avoid with Comcast is much more worth it.

A copy of this letter has been emailed to Customer Service Center Director Carlos **.

2. Click the Financial Info link on the navigation. There is no way to do this. If my payment fails due to my inability to change the expiration date, then Frontier Communications can just cancel all my accounts. I cannot phone them because I am in Africa for the winter.

I am now back in Gresham, they have closed their local office in my city and refuse to work with me even though I was told they cannot pursue me for the contract if they could not provide service and now I sit here looking at my credit report only to find they have assigned it to a creditor. When you have the choice of only 2 evils Comcast or Frontier, I chose to stick with over the air TV and my cell phone for internet.

I finally decided to change to a different service that would give me the same speed for $20 a month. When I called to cancel my service with Frontier, they offered to match the $20 a month service being offered by the other company. I decided to stay with Frontier and avoid the hassle of changing services. Big mistake!

A few months later, I noticed a significant change in the internet speed. When I called tech support, they walked me through a speed test. It showed my speed was about 700 kbps not the 1 mbps I was paying for. Over the next few days and several speed test, I was getting download speeds as low as 200 kbps. That's when I decided to drop Frontier.

This time when I called to cancel my service, I was told that I would have to pay an $80 early termination fee. I found out that when they had offered to match the $20 per month service they also reduced my speed from 1 mbps to 750 kbps and entered me into a 12 month contract. I was furious! It took three more phone calls and a total of 2-1/2 hours on hold before I finally was able to speak to a supervisor and have the termination fee waived. Never again! After reviewing their record with the Better Business Bureau and seeing all of the complaints on several web sites, it's amazing they're still in business.

I am at my wit’s end as to what to do about this company. I have never complained on any company, but this one is just terrible, to the point where the government might need to step in and take control of this situation. I cannot imagine how much money they must be bilking from their customers, money that is not due to them. I am currently searching for other options, but am afraid that they might have a monopoly in my area.

When everyone in my area is gone to work during the day, my internet is about 1 to 1.5 mbps. During the evening, when everyone in my area is home using the internet, the speed drops severely and sometimes below dial up speeds. They told me that since my internet works during the day (while I'm at work), I should still pay for their services.

It doesn't matter that it doesn't when I'm at home. So what's the point in having their services anyway? I have ordered Hughes Net and they will be installing their satellite this week. They offer 2 mbps for double the price, but at least I am (hoping) to have better quality internet. It is sad that a satellite with 2 mbps is faster than Frontier's landline at 3 mbps. Also, when I called Forntier, I am usually on the phone for at least an hour. I have spent countless hours on the phone with Frontier. What's worse is that Frontier is my only option in my area, other than satellite. Needless to say, I am fed up with Frontier and their services. It's almost like they have a license to steel my money for nothing in return.

Fred called back at 6:15 last night, got hung up on, called back, waited 15 minutes, and the girl promised they'd be here by 8:30 last night. He called back at 8:45 and was told they wouldn't be making it but would for sure be here sometime today. No idea when, though. He called back at 5:30 today since they hadn't shown up yet, or called (we have a Skype number that we don't give out otherwise; we gave it to them to contact us). After holding for 15 minutes, getting hung up on, and calling back—we finally got a human being. The girl he spoke to have her supervisor check into what was going on. No real answer, but she said they'd be here first thing in the morning and they'd give us a whopping $10.00 credit on our next bill. We’re looking into alternate land line service or internet telephone.

Due to their error, the intercept was not correctly implemented, and now I have spent hours on the "customer support" system being put on hold waiting for supervisors that never show up. Had I known that they weren't going to implement call intercept, I would have held on to the phone number longer and used call forwarding or other means to let people know how to contact me.

Really? Now I have no Internet (that I am paying for). My frontier wire coming into my house melted on to the modem yesterday. My daughter burnt her fingers trying to unplug it before it caught on fire. I am so not happy over this! I am pissed off to be honest!

On August 6, 2010 a last and final payment for services was paid in full to Frontier, for only the services they provided (cable, home phone, and internet). As with nearly all cable providers, customers pay for the month going forward. The payment made on August 6, 2010 would have covered services provided through early September, 2010. In early September, 2010 we canceled our service with Frontier, and switched to another cable provider.

In November, 2010 we began receiving bills from Frontier, stating we owed them nearly $400. The bills did not state what the $400 was to pay for, only that it was an outstanding balance. That same month, we contacted Frontier to discuss the issue. At that time, we were told that it was for home internet services. We obviously disputed this for many reasons, but most importantly how does a single service, such as internet, amount to nearly 3 times the monthly rate of the three bundled services we had been paying for each month? Ludicrous. Furthermore, why were services not turned off, if we were nearly 3 months behind on payment?

After raising these issues with a female representative from Frontier that same month, she stated that she could see that there was a problem, but she could not help me at that moment, and required further time to investigate. At that point, the ambiguous bills stopped arriving through the mail. We had assumed that Frontier had caught the accounting issue, and made the necessary corrections. A year later, in November 2011, we received a letter from an agency stating that the issue had been turned over for collection.

On November 30, 2011, we again attempted to contact Frontier to get to the bottom of the issue. It was at this time that they stated they had no records whatsoever of our ever calling to discuss the matter, nor of any records whatsoever, that contain any financial detail that backs up their claim, of owing nearly $400. It was also at this time that they stated the outstanding balance was not for internet services, as they had stated a year earlier, but for cellphone services. Again, Frontier does not provide cellphone services. We are Verizon customers. Since 2001, we have always paid our cellphone bill in full each month to Verizon.

On December 1, we attempted to rectify the matter in person by going to a Frontier location near our home. At that time we were told the same ambiguous information; Frontiers computer shows we have an outstanding balance of nearly $400, for unpaid cell phone service, however, Frontier is unable to provide any financial detail to back up their claim, other than a generic note in their computer. Furthermore, if there ever was an outstanding balance, why was that balance never carried forward on our monthly bills? Why did this cell phone bill arrive two months after we cancelled our bundled services (which did not include cell phone service)? Why did we not have services disconnected by either Verizon or Frontier, if we were that far behind in payment? Why is Frontier trying to collect on a service they do not, nor have ever provided? There are no good answers to any of these questions.

As we have never been a cell phone customer of Frontiers, this is clearly an accounting glitch that occurred at the time Frontier purchased FIOS from Verizon and the services became unbundled. Furthermore, we have always been in good standing with Verizon, and Verizon has no information to state we have ever had any past due amounts owed to them.

Frontier is, by far, the most inept company I have ever dealt with. They can't explain a thing, and change their story with every person spoken with. They are unable to provide clear documentation for their charges. They send bills to collections, because they are in fact, bogus charges that can not be verified, and that intelligent consumers know better than to pay (so let's just scare them into paying our bogus bills by ** their credit!). They state that they have no records of prior contact, or any information pertaining to your account (so again, why would we just pay them nearly $400?). After reading all the complaints on this Web site, it's time for a class action lawsuit.

I never recall signing a three year contract with them. Now, they want to charge me $650 to disconnect my services. They are trying to tell me to just pay my bill for two more months, and the disconnect fee will go down to $400. If I do that, the new owners of the house will not be able to get a phone line, due to mine still being in service. So, they are forcing me to disconnect! All I can say is good luck Frontier. You will never see a dime of it!

As of today, December 4, my husband has been on and off hold for 4 hours. We have tried on other occasions in the past week to contact a customer service agent but have also played the hold "game”. Both on a statement and verbally on the phone, Frontier told us that they auto renewed our contract. This goes against all principles of consumer and business relationships. In fact, I feel that it is not only a privacy violation but a corrupt and unfair business practice. Imagine if all businesses operated on these principles. This ethic does not demonstrate a modern capital economy but a victimization of the consumer without choice about how and where they spend their money. We will refuse to pay the $200.00 late fee and continue to write editorials in our local newspapers around Montana, while also submitting a formal complaint with the state and national Better Business Bureau.

The ad does say in small print that services may not be available in all areas. I called Frontier and the first thing I asked was if our area now had high speed internet. The guy took our information and said yes, it was available. We discussed the bundle and I agreed to take it because even with Dish TV, the bill would about the same as what we were paying for dial up service from another company and our home phone service from Frontier. We used an antenna for TV service and paid nothing for that.

Things moved rapidly after that. People called and scheduled appointments for installing the dish and internet. The Dish TV was installed first and we had to sign a contract the installer brought. I called Frontier the next day to ask about the internet installation because we wanted an idea of how much time it would take and how exactly the internet service would work. Once again someone looked up our records and told me it would come from our telephone service box and other things. She reassured me that, yes, indeed high speed hook up was available.

A couple of days later, we sat there all day waiting for the internet installation. About 4 pm, we called Frontier and were told there was a note on our account that said high speed internet wasn't available here. I asked when they were going to call and tell us that and she said "I suppose sometime soon, maybe they're trying to call now" and laughed. It was bad enough we had waited all day for this service person and no one even bothered to call, but no one seemed to care.

We then told them that we no longer wanted Dish TV because now we would have to continue paying another company for dial up service and it would make our total budget go up. We agreed to the 3-part bundle; we were told it was available and now it isn't.

We were told, though, that you signed an agreement with Dish and now if you want out, you have to pay $70 for installation/uninstallation and $17.50 a month for the next two years for no TV service at all. I persisted and they got Dish Network's customer service person on the line who told me the same thing.

Finally, the Frontier person was getting so rude the Dish TV person asked her to hang up and said she'd help us. She said she would work it out with higher ups at Frontier and see what they could do for us. Well, we waited a couple days and after then called Dish and they said Frontier refused to deal with them, too, and all they could do was debundle the TV service. But we would still have to pay the $30 a month or disconnect fees to them instead of Frontier now. They threw in free HBO for 3 months. Whoopee, some help.

We called Frontier back. We said since they bundled the deal and had assured us it could be delivered and then it wasn't that, we felt they should pay the disconnect and assume any fees for cancelling the Dish. They just kept saying they didn't promise us anything; so, too bad. I talked to a supervisor supposedly. All they kept saying was that we should read the small print. We did and called them and were assured twice that the internet service was available. Had anyone said we think it’s available but we need to make one more check or there’s a chance a service person will get there and find no service, then we would not have agreed to the bundle.

I think it’s strange that Dish TV was installed before they told us the internet wasn't available. I believe they probably get a fee or some profit from the dish being installed and that they don't intend to tell you anything that would change your mind.

Finally after hours of complaining to various people, someone gave us $120 of credit on our phone bill which is still, for now, with Frontier. But that doesn't begin to cover the additional cost of $30 per month we are stuck paying to Dish and more the second year as the cost goes up. I asked if Frontier could at least provide dial-up internet service for the bundle price but they said that wasn't available either.

Frontier denies they were acting as an agent for Dish TV, even though they were going to be collecting the fee for them and they advertised to their customers and sold us the bundle. In short, we wouldn't have ordered Dish TV without the other services. We wanted high-speed internet and since the bundle of phone service, TV and internet wouldn't cost any more than what we were paying before, it seemed like a good idea. We made a decision based on what Frontier told us.

I have called Frontier several times in the past about checking to see if high-speed was available, yet they were always able to tell me no over the phone. I find it hard to believe they weren't able to do that this time. I feel that Frontier is using deceptive tactics to get people to sign up for a bundle because they get something each time someone orders Dish TV, which they deny. But why would anyone handle advertising, selling and billing for a company if they get nothing in return?

My husband is disabled and I have health problems that only allow me to work part time. We budget a certain amount each month for communication expenses and would not have voluntarily paid $30 more a month as we have to do now. No one would ever apologize and say they made a mistake, so I can only assume it wasn't a mistake but a deliberate action to deceive us. And whoever trains those customer service reps did a really poor job.

I want Frontier to do this: pay for the Dish service for the two years as long as we continue to pay them for telephone service. That way we can pay another company for dial up service and still not exceed the amount we thought we were going to pay for the three services. If high-speed internet becomes available and we get it, then we'll pay the full bundle price we were originally offered.

It would be really great if no one was obligated to anything unless the whole bundle as sold to them can be delivered. We had a hard time, but we did find another phone service provider that we will switch to if Frontier doesn't want to admit they made a mistake and help us. And I will tell everyone I know what lousy and misleading service Frontier gives.

I have spent over an hour on each of three separate days trying to remain a customer but to no avail. Each Customer Service Representatives fumbled for hours blaming faulty system as the cause for their failure. There was no sense of personnel involvement or commitment conveyed; only bother and lecture on giving them more time. The last employee was Nick ** who refused to identify to me a superior I could talk to but happily responded to my request to discontinue service. You can bring up my record from the last several days if you want to verify this.

I hope to dissuade as many people from experiencing the frustration I have experienced. The shareholders of stock are in deep trouble when Frontier cannot even keep an existing customer who tries for three full days to continue service.

I called again. The person I talked to this time said the matter would be resolved in 2 hours through their computer and even said she emailed her manager to call me back in 2 or less hours to confirm. I'm still waiting for a call from anyone. I called after another 2 1/2 hours. This time I was told that the soonest day a repairperson could be at the house was November 30th! Every time I called, I was told a different reason for not having a working landline and internet. I finally told them not to bother because I am keeping my service and money at Broadstripe. Even though it costs me more money, at least they care for their customers. By the way, 7 minutes and 37 seconds on the phone with Broadstripe and I had a working landline phone and internet. To the bigwigs, who may or may not read this, go through the recordings of every phone call my wife or I made. You should be ashamed of your company.

I called back and told someone that, I think this guy just hung up on me, she said she would have a manager call me back within 5 minutes, and that unfortunately, there's no way to see who I spoke with (the guy who hung up on me). An hour later, I still had not gotten a call back, so I called again and was told the same things.

A week later, I called again. This employee says managers don't call people back, and she doesn't know why someone would tell me that, and that they can look up who I spoke with, and placed me on hold for a manager. I relayed the entire story to the manager, and said I'm even thinking of switching to Time Warner, because of all this. She said "okay? I don't understand what you want me to do". I told her I want her to fix the problem, and she asked "what problem?". I said, "Do something about the guy who hung up on me!" She laughed at me and said her employees don't hang up on people. That call must have been dropped, that happens a lot. (They're a phone company, and they have a lot of dropped calls? Not a good sign). Then she said "So you're switching to Time Warner?, will you be taking your phone number with you?".

I asked her to at least try to find out who I spoke with, and to talk to him about it. She said "Even if I did, that wouldn't change the conversation you had, but you have me on the phone now, so how can I help you? What do you need?" I said, "I can't believe you're not even going to try to do anything about this!" She said, "there's nothing I can do about that, so why don't you just tell me why you're calling today?" I hung up on her.

She told me to contact her whenever my bill was wrong and she would take care of it. Well, she will not respond back to me. I have called her and e-mailed her! I called frontier and they told me that my bill was correct because I signed for a package that included extra costs. But I did not. They were so rude to me over the phone. I asked them what the extra charges were and they said they would call me back to explain. And guess what? I have not heard back from them.

I would never sign up for anything from frontier unless I had it in writing. They only lie to the consumer to reach their quotas.

Always record everything when calling about your phone. You have the right to record them as well when they're recording for whatever purpose before you talk with anyone. This gives you the right to record also. You will need that recording in court when you sue them for slamming you. Be a smart consumer with these ingrates as they will without a doubt lie to you, then you are stuck and end up paying a disconnection fine of 200 bucks if you want to close your account, etc. Don't even call them is my best advice! They are all told to lie to sell up and to say whatever it takes to get you into another package. Don’t do it! Just remember, record your call and always get the name of whom you are talking with. I’m a Washington State customer, but not for long with these kind of bait and switch practices. This country is going to **! Protect yourself all the time!

Sue them with your recording! It's legal since they start out saying, "This call may be recorded for quality assurance or training purposes." That means you, too, can record! Be wise and stay protected!

I do not want to be named nor am I going to divulge any names of my fellow employees. I will give details in some of the misinformation given to customer, issues with systems that cause billing problems and a few other known issues that upper management overlook. The biggest issue we are experiencing right now is appalling. The blackout period and the result of it is causing chaos. Recently, there were a few groups of the employees that were force fed training on the new Frontier systems. It was crammed in an eight-day course. The majority of the time, the training systems were down; a handful of subject learning material and systems were overlooked stating "we'll get how to do it on the floor".

Anxiety and panic swept the call center, worried faces riddled with anger and frustration stood out everywhere. All except the higher management. They kept saying, "don't worry, you guys will be okay" or "we have to get this call volume down". But the statement that never failed was, "don't forget that you need to offer a wide array of services on every call. That's your job". Regardless if a customer is calling in because she/he cannot afford their services as it is, we are required to up-sell them.

I was employed with Verizon, prior to the acquisition to Frontier. It was an exciting day for us because we felt like the iron hand was being lifted. But to our dismay, the same type of mentality still existed. Also, the changes FTR made caused a lot of panic as well. We were trained for sales first, rather than customer service even though the values are "People, Product, and Profit". The customer may call in with a major issue, even at times irritated and frustrated. We are expected to entice them to purchase an additional product that may or may not work. I will enlighten you on that subject.

Our network congestion issue with HSI has caused a tremendous volume of calls to the call centers and tech support. There were periods were the handling time for these departments exceeded 30 minutes and even at times, close to an hour. Numerous customers within the 13 states acquired have experienced an issue that was coined network congestion. These issues caused a great deal of frustrated customers calling in about their HSI service dropping. Some of them experienced up and down periods over a few months. I even witnessed some customers that were out for weeks at a time.

How do you sell a product that is not reliable? Netflix made the comment that Frontier has one of the worst HSI service in the nation. Some of us here feel guilty when we sell certain products because we know it may or may not work sometimes. The newest, greatest selling tool we have for HSI now is we have to still sell it even though it may or may not be available in their area. The customers call in livid and frustrated because they were told they can get a service and now, they are being told that their area is not available for that upgrade to HSI quite yet.

Another odd situation we have going on right now is our new phone systems are voice over IP. We are the phone company right? Then, why are we using that type of system? Numerous issues are going on: Dropped calls, noise on the line, unable to fully understand what the customer is saying and vice versa, and the total system freezing up while on a call. There are some of us who just have been sitting around because we are unable to access anything. One rep became concerned because their training for the phone systems consisted of a learning document they were given, minutes before they actually used the new phone systems.

A coach was made aware of her concern and his comment to it was more or less "well, then you need to ask if you need help". That reply was heard from a few different reps and they were taken aback. Why can't we get the training we need to navigate through all of the madness? Call volume. How are we going to be able to handle issues like repair and collections, write orders properly and steer through a calling system that just doesn't seem to be working correctly? Apparently, it doesn't matter as long as we up-sell our customers.

One of the last issues I'm going to share with you is a critical issue that a new rep has brought to our attention, and higher management as well. When an appointment, regardless of what the nature of it is (repair, new install or anything else), is not fulfilled, the customer is not called back to inform that their appointment will not be made or efforts to reschedule it. The management and other departments knew about this and still, no efforts have been made to fix this. I have seen this on my end as well. What do you say to a customer who asks, "why didn't anyone call?" There's no real honest way to answer that properly.

I don't know what's going to happen with the pending lawsuit that Frontier has from the $1.50 surcharge for HSI service, but I do know that a lot of us here don't agree with the charge and how it was handled. We were given a document on what to say when the customer calls in and disputes the charges. It was like a paragraph more or less stating, "we are imposing this surcharge and there's nothing we can do to waive it". I now realized that I have a made a poor choice in my career. I have great empathy for the customer and I'm fed up with how they are treated as well as the employees.

Anonymous

They had no record of the transaction that had taken place because they had "issued" me a phone number of (360) XXX-XXXX on the primary phone call and the one they had actually set me up with was (360) XXX-XXXX. So they had to set everything up again. I was okay until they told me that the install date for the internet would not be until October 3, 2011 and other services were on September 15, 2011. They stated that because of the mishap, they would credit me $10 per month for 2 years. I received a bill from them around September 24-26 for just the phone service. A day later, I received a bill from DirecTV for $36.11.

I called Frontier to make sure everything was fine. They said that I should pay the $36.11 and the $66.30 to them, and the next billing cycle would be correct. I then went to the DirecTV website to pay the bill and it showed that there was a credit of $8.89. This prompted me to call them to verify. The statement on their site was "correct", no bill was due. So I decided I would pay the $66.30 to Frontier when I get my paycheck. Then on October 8, 2011, I received a bill from DirecTV saying that I owed them $115.56. This puzzled me so I called them on October 17, 2011.

They said they sent a notice to Frontier on September 15, 2011 to bundle the package and Frontier retorted by saying that the account they were trying to bundle with did not exist. This was where the problems stemmed from in the first place. DirecTV has in their computer system that they sent notification for a potential bundling on September 15 and October 5, 2011. Both of these requests were denied by Frontier. It was suggested by DirecTV to call Frontier. I did this. I was on the phone with a Preston and he told me that he would have to call DirecTV to get verification that the bundle could take place. When he returned to talk to me, he said that because I am a "pre-existing" customer of DirecTV, that as of October 1, 2011, they would not be allowed to bundle the package. I told him that I wanted to speak to a supervisor. I was then put on hold for almost an hour.

When Lena (ID#**) came on the line, I had to explain the whole situation from the beginning, again. She said the same thing that Preston did and told me that she could give me a credit for the current DirecTV balance. I told her that this was unacceptable and she said that was all she was going to, not that it was all she could do. I then asked to speak to her supervisor. I have been told that her supervisor, Kevin, is in a manager's meeting and he would call me back. Now, I am locked into a 2-year contract with DirecTV at about the same rate that I was supposed to be paying to Frontier and will also receive a bill from Frontier. This is going to cost me at least an additional amount of almost $2,000 over 2 years and it was not what I signed up for. Lena only wants to comp me approximately $100. I still do not know what the actual bill from Frontier is going to be as the one that I received in September was for just the phone service and it did not include the internet. So that $2,000 could actually be a lot more.

Now I have received another bill for the $200.00 again. I am not going to pay it because it was charged to my account unknowingly by the company, which is trickery on their part in order to get money for their failing company.

My former phone number was ** and former address was **, Rochester, New York 14617, Apartment **. Please look at my account and you will see that I have had to call for help many times because of no service on my phone line and many other problems. I appreciate your addressing this latest problem of the charge of $200.00 on my bill.

I have a bill of $200.00 that I will not pay. I want it removed.

Since June, I have received incorrect billing statements that do not reflect anything from my calls to the customer service. Every month, I call asking to be placed on the $79.99 bundle and every month, I'm told that the issue is resolved yet when the next bill arrives, the charges are still incorrect. Nowhere on any of my billing statements does it show the $79.99/month phone and internet bundle that I was told I would be receiving. These are the amounts I have been charged since June 2011:

09/22/11 - $168.88

Finally in September, a CSR claimed to have fully resolved the issue and said she would place me on a 2-year agreement at $79.99/month. She also said that the next month's billing statement would still show the incorrect charges but that if I called back, another agent would be able to make the proper adjustments to my account. Today, October 11, 2011, I made another phone to Frontier's customer service based on the advice from their previous month's phone call and explained the above situation to the woman on the phone. She reviewed my account and said she had never even heard of that offer before on their FIOS packages. However, she was able to see that I was newly committed for 2 years. How is it possible to lock someone in for 2 years but not be able to see the terms and monthly rate that they signed up for? She also said that due to a recent "change over" in their system, there was essentially nothing that could be done except to call back next month.

The first time, I kept being told of a 3-day wait period. I called and found that the work order never got put through! It took two weeks to get the phone! This time it's no different! I called ten days ago and was told I would have to wait till Thursday, the 22nd, for an appointment sometime between 8am and 5pm. Big surprise, no one showed up! I called and found out no one even has to come out for something this easy or it should be as easy as that. But the reason that no one came is because like all of these employees, this one could not handle putting in an order either. She told me the 22nd from 8-5pm (I took off work for this) and come to find out she really made it for the 30th! I gave her my new address, current and before the 911 change in this area, and she couldn't figure that out either. Listen to the 54 min. long conversation for yourself if they really do record for training purposes which these employees obviously need a lot more of! So from now until the 26th of this month I am without a phone, alone with my two small children who have asthma, on a dead end dirt road in the middle of nowhere with no phone! There are no other telephone companies in our area for me to go to for service. These people have us over a barrel and they know it.

Last year, I ordered phone service to be activated at our summer home (Old Station, CA). I was told that internet access was available in our area so I made an appointment to install both phone and internet and drove four hours to meet with the installer. After waiting three hours, the installer failed to appear. So, without a phone or cell service, I had to drive to the local hotel and called Frontier on a pay phone.

They said that the installer was scheduled and is on his way. I returned to the house and waited another three hours without an installer and returned to the hotel and phoned Frontier. They couldn't understand what happened but as it was 4:00 pm, it was evident that the installer wouldn't appear. The next day, I returned to my primary residence and called Frontier, only to be told that internet service was not available so the installation department failed to schedule installation for not only the internet but my phone service as well! Then, it turns out that they could install phone service remotely without me being there.

I stupidly opted for Frontier's auto bill pay (Don't do it!! See below!). Over the entire winter, I continued to receive an email bill but with someone else's name! After a dozen phone calls and promises that it would be taken care of, it took three months to finally rectify the issue.

This last winter, I opted for standby mode ($11/month) so that I could retain my phone number and avoid the debacle earlier. In June 2011, I activated the phone and was told, once again, that there was internet access in my area! Since I explained that I highly doubt it, the Frontier representative said that she'd check and promised to call back in 24 hours to verify. After three days and without a return call (par for Frontier), I presumed that internet was indeed not available but stupidly assumed that my phone would be activated.

A week later, I returned to my summer home and, alas, no phone service. I call Frontier and demanded that they activate the service. I was told that the proper technician who was authorized to activate was unavailable until the next day! I told the representative that if there was an emergency and I suffered an injury or loss, then I would sue Frontier. Interestingly, the phone was activated several hours later.

Let's jump to this week! I noticed that my August email bill alert was for a whopping $282 and my September bill was $89! My basic service is $16.50/month. I quickly called Frontier and the agent said that they - get this - billed me for internet service and installation! Of course, internet service is unavailable - never had, probably never will - but what the heck? Let's bill this guy anyway.

They apologize and say that they will credit my account - not a refund, but credit. With my winter standby at $11/month, it'll take two years to use the credit. I demand either they pay me 16% interest for carrying this on my credit card over the two years or post an immediate refund. But I'm told that I need to call a special department and talk to a special person to arrange for a refund. I've called this special person 8-10 times over four days without a response. I even got the phone number of the guy who identified the problem and called him only to find out that he gave me a bogus number!

I called my CC company and filed a dispute for the $282, and because frontier is about to post a bogus September bill ($89), I stopped Frontier's auto bill pay and placed a lock with my CC company for any attempted charges from Frontier.

Watch out for this totally irresponsible company and watch your bills very closely!

Now I finally got through to a supervisor and talked with him this Friday. I was told nothing would probably be done until today, September 19th. Well so far the money is still not in my account. I have been through so many trials and tribulations with Frontier and each time it seems there is yet another accuse when in fact the problem is total incompetence.

My husband and I were left with no money in our account for the entire weekend and no one apparently cares. Well I do, and so does my husband because we will be finding another internet provider and I am sure they will be a heck of a lot more competent.

If there is anyone out there that gives a **, please call me so this can be made right.

**

On the morning of 9/19/11, a Frontier technician came to my home and checked my DSL internet speed. The technician stated the problem is internal with Frontier, not from my home. He also stated he would submit another ticket for another technician to come to my home later on the same day with a new router. A second technician never showed up as promised. I called Frontier technical support three more times today (9/19/11) to inquire on the status of my repair. Each time I called, I stressed the importance of having my DSL internet service repaired, because my job is on the line if the issue is not fixed by 5 pm on 9/20/11. The last customer support agent told me that the latest notes in my file stated that the problem that is affecting my DSL internet service is a result of Frontier's equipment, which is underground in Canajoharie, New York. And the agent stated that the technicians were unable to access the equipment to repair it because there is "road work" taking place on Church Street, Canajoharie. An estimated time of repair was not given to me.

Is this the practice that we allow these companies to do? I am so disappointed in this company. I am now asking for some help to understand this. Our account number with Frontier is **. ** is the number that was cancelled. Thank you.

When we get the bill each month we are overcharged. We have to call Frontier each month and they always say that they have fixed the problem and yet the next month, we get overcharged again. We have had to call EVERY month since we signed the contract! We have spoken to reps and supervisors and they all say that the problem has been fixed but it never is. It's a two year contract and we want out, but they hit you with early termination fees. This is a dishonest company with fraudulent business practices that needs to be investigated. We know several people who have been scammed by this company. Where is our protection from mega businesses? How do we fight a giant company like this?

He advised me that it could not be done as there was an open order to port away the phone services that would not be completed until July 25 and that we could have our billing stopped effective that date. I advised him that I would not be paying for services that I was not using, as we had already switched providers. He told me that what I was asking was impossible.

I then requested to speak with a supervisor and also advised him that I did not want to hold for another hour while he found one. After a 5-minute hold, he came back and advised me that our bill for cable and internet would be stopped effective 7/18 as I had requested, and we would be getting a final bill in the mail after the phone was disconnected as well.

Approximately 2 weeks later, we received another bill for cable, internet and a partial bill for telephone. Apparently our services with Frontier were still active. I called again and spoke with Jason, who assured me that the services would be disconnected and that I would not be charged past the date that I had originally requested to be disconnected.

My husband also called the same week and spoke with someone who gave him the same story. I called again at the end of August because, in checking our account at Frontier online, it was still showing as active. We also had received a second bill since our disconnection, as well.

I spoke with Charlene, who told me that it just takes time for these things to be done and that we would be getting a final bill. On September 2, 2011, my husband called back to find out why our account was still active. On that day, we finally received an email notice that our account had been disconnected.

I called Tuesday, September 6, and spoke with Jaylene to get the final balance that we owed so that we could pay them that amount. She informed me that our final balance was over $304.82, which was about a dollar less than the amount due on the last statement. According to that statement, it was billing for services from August 13 through September 12, 2011.

I then inquired as to why we were being billed for services when we had requested disconnection on July 18. She told me she was not sure why and that she would be issuing a credit of a little over $165. I did inform her that that was not nearly enough as that would have us paying for services through August 12 with them. She then asked me to hold on while she checked on something and then she disconnected the line.

My husband called back and spoke with Stephanie, also on Tuesday, September 6. She told him that she could not tell him a final balance as there were pending credits, which was most likely the ones that Jaylene had just issued that same day.

Yesterday, Wednesday, September 7, we received a voicemail from someone with Frontier stating that the credit had been denied.

It took nearly 4 hours to set up the service with Tom. I had to do third party verification over the phone 3 different times before finally going through. We set up a date with DIRECTV and Frontier to come out on the same day, which was May 26, I believe.

The 26th of May came and DIRECTV came that day and hooked up the service but Frontier was a no show. I called Frontier the next morning and they said I never completed the third party verification, so they canceled my order but never contacted me to let me know.

I was very upset by this because I had all 3 services with Comcast and wanted to switch everything all at the same time so I would not be paying for 2 services. At this point, I had DIRECTV and Comcast in my home, which means I would have to pay for both. I explained this to the person on the phone over and over again, since they said I would not be able to get the rest of my service put in for another 3 weeks because of the holiday weekend being Memorial Day.

I explained to them how unfair this was because I was going to have to pay Comcast and DIRECTV while I waited. Then the operator explained to me that, since I wasn’t hooked up to Frontier yet, I would have to pay DIRECTV the full price, which was something over $100. After about 3 hours on the phone, the supervisor named Quinton promised me that they would credit me whatever I pay DIRECTV, which made me happy. He also said he left a very detailed note about this whole situation.

They put another order in for the second week of June. The morning of the order, I woke up early and called to make sure everything was ok. Well, it was not.

The order was canceled once again due to third party verifying not being done (which it was). Another 3 hours on the phone with Frontier, I find out that they had no idea who Quinton was or even if he worked for them. They also said that they see a supervisor’s notes about crediting my account for DIRECTV, but that this was not going to happen because this person did not have the authority to do so.

At this point, I was fed up because they wanted to put another order in but for a different package, which was not for the $79 that I signed up for with Tom. The operator claimed they had no idea what package I was talking about, so I asked them if they could contact Tom ** or give me his number. They informed me that they had no idea who Tom was or how to get ahold of him, so I just hung up the phone.

I called DIRECTV and explained to them what happened. They were even very apologetic and explained that, since I had signed the 2-year contract, I would have to pay a huge fee to disconnect the service. But they offered me other discounts to help me out.

The next day while driving, I saw a sign for Frontier that had Tom ** name and phone number. So I called him and explained everything that had happened. He told me that he would take care of it. That day, he called me 3-way, with Frontier on the line, and had another order set up. They said they would be out in 2 days and that they were also sending me a VISA gift card for $100 for the DIRECTV bill.

Tom said the only thing I had to do was set up the third party verification and we would be done. So they transferred me and, when the verification person got on the line, she asked if I was the name of the frontier operator who was authorized to make changes to this account. When I told her I was Margie **, not Jane, she hung up.

So I had to call Frontier back once again and do the third party verification 2 more times before they got it right. Eventually in July, Frontier finally came out and hooked up the service. But during that weekend, something went wrong with the telephone number they set me up with. They had to give me a new number because my number with Comcast was not able to be ported over.

I called Frontier on Saturday and told them my phone was not working, and neither was my internet. They explained that because someone did an override on the date that I was supposed to get the service, their system does not recognize my new telephone number as being in service. I explained to them that internet was very important to me because I am a nursing student and I had an online class and my final was due on that date. She said she would fix it for me.

Well, after hours of waiting, she got back on and said, “Sorry, but you have to wait until Monday, when the phone service can be fixed.”

Well, I failed that online class because I was not able to complete my final. Also, that operator I spoke to told me if I can’t go to a friends. I felt that was not the point and no, I live in a small town of Hudson Michigan and have no friends here.

Eventually, my phone was fixed but my internet was slower than dial up and I had to call them once again. They explained to me that the internet I signed up for was not available in my location and that I could upgrade to something a little better, but I would have to pay extra. I was so fed up at this point that I said please just do whatever you have to do to fix my internet.

Well, they came out and fixed my internet. But the guy who came left all his tools here lying around my house then came back 2 days later and asked if I had seen any of his tools. The internet I have now is very slow. And two weeks ago, my home phone has stopped working and the internet turns off every 30 minutes or so and I have to push the reset button.

Since I do not have a working home phone, I am unable to call Frontier. I have tried to call from my cell phone but I live in an area where I don’t get a good enough signal to call. I have tried to call on my way to school, which is a 1-hour drive but I am put on hold so long that I never get through.

I am stuck with no home phone and no internet at times. Also, I am not getting the deal I signed up for. As of right now my bill for Frontier is almost $600 because they charged me installation fees. They are charging me for every minute of long distance calls I make, which I was not supposed to be charged for. They are also charging for all the movie channels and full price for DIRECTV, which is well over $100 when the bundle package I signed up for was supposed to only be $79 a month.

I have called so many times about this billing situation and nothing is ever done. They have no idea what bundle package I signed up. I have called Tom ** so many times and he has been the only person who is trying to help me. Please someone help me with this nightmare! Also I am writing this from my phone because I cannot send this with my internet.

Thanks!

I was furious by the time I got a representative. So I asked why I am being charged $54.99. She was looking and couldn't find anything as to why, so I told her Frontier requires autopay, and they don't offer any bill at all except go online and view my account information, and charge whatever they want and hoping the customer doesn't catch it.

I can't stand this company at all. About a month ago, I asked them to cancel my autopay and cancel my service. The representative said that they can credit my account the over charge of $15 so I agreed. Then today, Sept 5th, I look in my bank account and to my surprise, I have a charge from Frontier of $39.99 which means that they still have my account on autopay. They are either still billing me $54.99 and gave me $15 credit or only gave me a $10 credit.

I am still waiting for my box to send my router back to Frontier which still hasn't come yet. I am assuming that they haven't cancelled my service and are such screwball. I hate Frontier. What they are doing is illegal and I am going to see a lawyer about this.

I think DSL providers should have to make prorated prices based on the connection speed. It is not right to charge people the same price for completely different speeds. This is outrageous. Another thing that comes to mind is a lot of the customers do not have knowledge of the technical aspects of their services, so a lot of people probably do not know their services are less than quoted. I mean--really. They have a high percentage of their customers sign into service agreements under false pretenses. Is this not fraud?

This shouldn't be that hard to fix. IT, again, said that they couldn't help me. They said that they didn't support the third party software I was using. I told them that it was an FTP client and they had been the ones who had helped me set it up in the first place. IT said, "Let me talk to my supervisor." He tried to tell me twice that they couldn't help me. I said, "Let me talk to your supervisor." All in all, it took about 20 minutes of them trying to ditch me instead of helping me with my problem before I finally got the information I needed. It was one of the most upsetting and frustrating support calls I have had to make, to date. Good job, Frontier.

The service representative said they wanted to keep me as a customer and after some negotiation, the representative adjusted my bill to around $75 a month. To keep this short, it's now almost September, and every month I receive a bill anywhere from 90-130 dollars. I called frontier, go through the whole explanation in reference to the original call and got my bill reduced. While tedious, Frontier did adjust my bill month after month until August.

My August bill arrived for $103. I called and after being put on hold for some time, I was told that there would be no more discounting my bill. That previous representative had done so to get me off the phone. Frontier keeps records of their calls. I asked for copies of these records and was denied. I asked to have my service discontinued and they say I will be charged an early termination fee of several hundred dollars. Got any advice?

He finally comes the next day and gets me hooked up. After he leaves, I go to surf the web for a while and I notice this is way slower than I'm used to. I check my stats and my speeds were literally half of what I had.

After talking with the technical support, the representative agreed that there was a problem and had a ticket set up for the next morning. When the technician calls me that next morning, he simply tells me that there is nothing he can do. He then begins telling me that I know nothing about their lines, he's been working out here for years, and it's impossible to get the speeds I had, etc. I never once saw this technician, either in person or driving down my road. I called their customer support back and got another representative, who again agreed that there was a problem with my line. He set up another ticket for another technician the next day.

Just like day one, the technician didn't show up again and didn't call or in any way, shape, or form give me any indication that he wouldn't make it.

I sent the regional president and vice president an e-mail describing the situation I am in. Magically, my connection had been provisioned to a faster speed by lunch time, the next day. It worked perfectly at first, but there are still problems, it is constantly dropping connection and running very slow here and there. I am closer than my previous residence, and I never once had problems there.

I live in a rural area where Frontier holds a direct monopoly on the phone lines. No other company can use them, period. If you want telephone service, you either have a cellphone or you have Frontier. As far as broadband goes, you either have Frontier or nothing. This is the only way I can figure this company can get away with providing sub-par services; they are the only ones providing any services at all!

Tonight, they are saying there is yet another connectivity issue in Indiana. I have been on the phone with them far too much and am tired of hearing the same dialogue when they can’t even resolve anything. The last time, I kept telling the guy in tech support that I have done all of what he was asking numerous times before. And when he started getting short with me, I told him that I was done wasting time.

At no time do I tell them what my field of work and study is because I want to experience the full incompetence. My experience then becomes one of being talked down to and they are very short and self-assured in their canned responses. If they can't provide a service, and it seems knowingly, they should not offer the said service while taking monies in the same action.

The trace routes run are always very high to their routers (over 200-300ms) (pings way over 220), and their technical support has the same canned responses with their lies about resolving the issues within 24-48 hours, or that "network improvements" are being made within 30-45 days. They have been saying this since May 1, 2011. What a bunch of crap. We've logged over 90 calls since May 1. 2011, and yet the same problem still exists on a daily basis.

I have been to website after website now; I have seen hundreds of nationwide complaints about the same DSL speed issues that we are having, and it's very obvious that Frontier has no intention of improving their service at all. If anything, all they are doing is taking your money for speed packages. It is a service that is almost impossible to get, and then they give excuses that it will be fixed soon. The next step I believe is to file complaints with the State Attorney General's Office and the Public Service Commission for their fraudulent DSL service that they do not provide.

THAT was when I decided to ask for a supervisor. After much back and forth about the validity of the tech's statement (they finally conceded that that is NOT a true statement) it was "discovered" that there "appears to be a problem in the CO or the wiring" and the earliest they can dispatch is tomorrow between 8am and 3 pm (a 6 hour window? Are they JOKING?) I'm sure I'll have to fight them for a "service charge" I didn't authorize, and again to fix the issue that is most assuredly on their end

The second part of my issue with Frontier is that I was promised a free promotional gift for signing up to their triple-play package. The gift I was promised last December 13th was a $100.00 VISA gift card. I'm still waiting to receive it. When I complain about this issue they tell me the person who promised it to me made a mistake and it shouldn't have been promised.

This happened to me in the state of West Virginia and I'm urging anyone else who this has happened to to pursue it as well.

You have many avenues to file consumer complains including the State's Attorney General's Office, the National Better Business Bureau, the State's Public Utilities Commission, the Federal Communications Commission, and web sites like this. Don't put up with this.

It took me two months to find someone in their tech department that even knew enough to get it loaded. Finally, I found someone smart enough, was online less than 20 minutes and was locked up with a virus. I had to pay someone $85.00 to get it going again. I have since tried to get into my account online to cancel this service and the website says it has no idea who I am. I am locked into a 2-year contract and can't imagine what my bill will be when my free internet service will be billed. It's unbelievable that these crooks can get away with this. I wish I would have discovered this site before I signed up. People are screaming about less government in their lives and when there are no laws, there will be anarchy. Frontier is proof of this! I will be reporting them to the BBB and the FCC. It won't do any good, but at least I tried.

On 11-13-2010, I called Frontier to add phone service and decided to bundle internet with phone service for a total of $59.99 a month plus tax.

I am receiving bills for higher amounts and given many excuses for the charges. I complained to Frontier and asked for a discount since I've been having so many problems. The new amount for the services was supposed to be $49.99 a month as of 2-7-11. In addition, they couldn't find my account information when I would call.

In addition to the issues listed above, my account was not receiving credit for my payment. I called Frontier and was told that an investigation would need to be started but that I had to fax in a copy of my bank statement showing the payment. I live in a small town so my husband went to our local Kwik trip and had to pay $1 per page.

The following month, the same thing happened and they wanted me to fax the information again which I refused to do. I continued to send in the amount that I believed should be charged. I then received a bill in the amount of $1,024.48 for four months of service.

These comments are just an example of what I go through each month with this company.

Each month they tell me my account balance will be zero once I make my payment and then I'm given a bunch of reasons for a higher amount. The same thing is happening to my daughter who lives a few blocks away.

A complaint was made with the BBB and Consumer Affairs in Goshen, NY on December 30, 2010. I filed the detailed complaint with Consumer Affairs in Goshen. I called several times for the status and they seem unwilling to help. This was a clear bait and switch.

I need help. I'm paying way over $200 a month for services which should be $108.77 before tax and surcharges, not to mention the tension I'm having to think that they could do such a thing. I'm having very bad headaches ever since this started. I'm so stressed to think they can do this.

One time when they called, my wife happened to be home and they ended up berating her to do something about the situation --either pay more or cancel the internet. She said to cancel it. However, my wife's name is not associated with the account. It is under my name only. She had no authorization to speak to them. They even have a policy to verify the identity of the person with whom they are speaking by requesting the last four digits of their social security number. They never asked. And if they would have, they would have discovered that my wife doesn't know my number and would be hard pressed to find it.

Over the next couple of months, Frontier then began interrupting my internet service at random times. They cut out access to some of my email accounts, however, they were not my primary accounts and so that made little difference to me. One day, my internet was not working at all. I assumed that they had finally made good on their threat to cut off my internet which was fine with me. I was not going to pay more for their service, especially since I had no complaints about my previous service through a cable company. I called them up to find out for sure what was going on.

After getting the runaround, they said that my internet was not supposed to be cut off yet, and there was some mistake and they reconnected my internet. They said the official time for cutoff would be the following week. Surprisingly all my email accounts were again reactivated. The following week they made good on their threat and so I called them to indeed verify that my internet was fully cut off so that I could then call my cable company to get them to reconnect me. What they proceeded to do is redirect my calls from one place to another and then put me on hold for a couple of hours. I just worked at my computer with the phone in conference mode to listen when they would finally speak to me, but no one did.

Because they would not answer my simple question, I sent an email to a district manager complaining about their service. I received a phone call later that evening from a representative who said that my internet service would be turned on again and that she would investigate the matter and contact me personally about the whole misunderstanding. My internet was turned on the next day until I received a phone call from a young rep who seemed scared to deal with this whole situation. I thought the woman from the night before would be calling me again, but she did not.

The rep explained that since I was going over their allowed internet usage, I would have to either pay double the price or have my internet cut off. I said I would not pay double the price. When he chose to cut my internet, I was hoping that would get me out of the rest of my Triple Play contract so that I could cancel my satellite TV service as well. This was not the case, and so I continued to pay for phone and satellite TV service through Frontier.

I have since switched back to cable internet and have had no problems as well as also having faster internet. Well, we were without internet for one day last week because of the cold and some power outages in the area.

I have contacted Verizon's unlawful phone call center and the "Do Not Call" center. If I don't get any satisfaction by telephone number being removed from their phone list, I will contact the Better Business Bureau of Pennsylvania. I have a young grandchild who spends a lot of time at my home and I don't need this type of phone message occurring every two weeks or so! Please help if you can do anything about this.

They indicated it was the worst service they ever experienced. It has been that and more. When calling the technical support office, they ping this and that and then inform you something is wrong with your computer. There must be something wrong with every neighbor's because we all are suffering their poor quality of service. I work for the government and occasionally I like to work from home. It has been impossible. My co-workers are experiencing the same situation.

Frontier is a regular topic of conversation at the water cooler. They have taken over an area where they are not equipped to provide service. The bill arrives every month, and we are paying for something we cannot use as advertised. Their server will not support the volume.

From day 1 we have had nonstop problems with Frontier. Upon receiving our first billing, we noticed we were being charged for both phone lines and receiving a credit for having internet. It was listed as a "bundle" package on our bill. Fast forward to September of 2010. We came into work and noticed our internet was disconnected. After spending about 2 hours on the phone, 85% of that time being on hold for a different representative, we found out that they had screwed up our billing so much that it showed we had not been paying for Internet for almost a year.

They then came back and wanted to slap us with a huge bill and would not turn on our internet until it was paid. Not only is this issue still not fixed-they are fighting with us about the billing. Frontier has the most unprofessional representatives of any company I have ever dealt with. They are very defensive and not willing to listen to a word you say. You end up speaking to 10 different people about the same issue. They told us on the phone that they had internal billing errors. Really? I hadn't noticed.

This company will not last. You cannot be that dysfunctional and compete with others like Comcast, etc. We called Comcast and we were quoted about $40.00 less per month than Frontier. In two weeks we will be Frontier free. In total, we have spent 21 hours on the phone with them (17 of those hours we were on hold). Good service-I think not. They need to get their heads screwed on straight. Go somewhere else. I am sorry Verizon is no longer servicing us, we never had issues with them.

1. Frontier was charging me every month for one year $9.99 dollars for Hard Drive back up of my PC which I have never, ever signed up with them to do that. Since my statement was available only, I never bothered to go in there and check my billing statement. I had trusted Frontier and thought that they are honest with their billing systems, but I’m totally wrong. God know how many other consumers are being charged with their sneaky charges. A lot of average consumer dose not even understand what these charges means. These companies can make billions by doing this kind of dishonest billing and charging consumers, especially with the telecom companies.

When I called about my bill recently and asked the rep to tell me all the charges line by line, then I questioned her that what is the HD backup charges are. She said that is because this is the charge for your PC's HD backup. I asked her when did I authorize Frontier to do the backup of my PC HD. She said that she does not know that because Frontier has been charging me for the past 6 months. Then, she voluntarily gave credit for those 6 months. When I asked her to remove the HD back up services from my account, I got a $50.00 early termination fee.

2. I have been calling Frontier just about every month for all those extra charges that I had been noticing. Every time I call they put meon hold anywhere from 15 to 30 minutes and they come up with some kind of baseless fabricated explanations which does not make any sense. It is looking you have to battle with them every month. I really give up my faith on these billing companies and all consumers must look closely at their billing statements, like credit cards and others.

3. So, I decided to switch over to Comcast. I requested to port my existing phone number over from Frontier to Comcast and it has been almost a month that porting never took place. The two companies are blaming each other and me as consumer is still living with a temporary line which could windup being my permanent number. Very, very frustrating.

I have spent hours and hours over the phone. It’s very time consuming just to get my billing squared away with Frontier. I think they still owe me some money which I will never know about it and probably will never happen.

Apparently, my $29.99 payments were not being received by Frontier. I had paid Verizon $92.05 in June, paid $29.99 in July and $29.99 in August, as that is what my phone/internet bill said I owed (online) Verizon. Jeffrey told me I had the 1-yr contract annual plan for $34.99 with unlimited/local & LD/call waiting, etc. This plan would end 27 Aug 2010 (the day my contract was fulfilled with Verizon). Beautiful. I then had to talk to Keith (Employee ID 960617) to schedule a "payment plan" to pay off the $160.82 bill I received.

I still wasn't sure how it was $160 for 3-months when I'd only been with Frontier a month, but they told me they bill me ahead of time? Really? It must be nice to be paid before services are rendered. I'm not sure any other place does that, but hey - whatever. Keith told me to pay $80.41 on 27 Aug and another $80.41 by Sept 10. I said since I had already paid $29.99 in August (he couldn't see the payment from Verizon yet), I should pay $65.41 (Conf 105420312) 27 Aug and the remaining balance by 10 Sept. I then spoke with Sonja (ID Z775190) who provided the online "bill pay" for Frontier, so we wouldn't have this mix-up again. I thought all was well.

September rolls around and I get my bill. $219.55. I figured the two payments I'd made in September hadn't been posted on this bill, so I deducted my payments of $97.17 paid Sept 10 (as agreed above) and $67.17 paid Sept 28. The very next day, I receive another "nasty gram" stating if I didn't pay my bill by Oct 5, my phone/internet services would be discontinued. I went online to review my bill and see why my payments hadn't posted, then on Oct 3 9:45am, I called Frontier again .I spoke with Daniel this time (Employee ID - no longer given out, according to him. I wonder why? ) in the Everett, Washington office. He was the nicest person I'd spoken to since this "merge" happened. I told him there was a $150 "early term fee" on my account and $1.50 "re-mail Jul bill" charge. ***?

Frontier charged me $1.50 to mail a July bill to me that I didn't get? Are you serious? I explained my situation to Daniel, the payment plan, how I was caught up and that the "term fee" must be a mistake. He took the $1.50 charge off (and laughed that it was there) and told me he would send up a request to have the $150 charge removed as well. I was fine with that and, after deducting from $219.55 the $150 and $1.50, my Sept bill would be $68.05. I also told Daniel that I would like to change my current plan. He said, "Sure. Your Verizon annual contract expired in August, so you're good. " Great!

I removed thelocal/LD from my bill and instead of paying $90/mo, it would now be about $60. Beautiful. All is well. Merger issues, but hey, at least I got this straightened out, right? Wrong. On November 6, 2010, I get a call on my cell phone from a female (didn't get the name) in Frontier's "collections" department. She wants to settle my bill with me. I said, "settle what"? She said my bill was now $283.01. What? I asked how. She said that Frontier had "denied" my credit request for the $150 indicating I had broken my contract with them (annual) and went month-2-month instead. This was in September, she said. I told her I had made a change to my account in September (Daniel), but was told I had fulfilled my agreement/contract with Verizon in August, or I wouldn't have changed my plan. She said she was "just reading the notes left by the billing dept and was only trying to collect the money owed. " I asked to talk to billing.

Ignacio got on the phone and proceeded to tell me about the "ETF" (early term fee) and I explained my situation yet again to a CSR. I talked to Ignacio and explained to him and said I did not knowingly step out of my contract. I explained that when I called Frontier, the person I spoke to had told me my "contract" was up with Verizon in August, so in September, I changed my plan to remove LD coverage. That's when Frontier decided I had reneged on my contract and slapped me with a $150 charge. Ignacio said "do you remember the names and dates of who you spoke to?" I don't think he thought I would have that information, but I did. After reading my notes to him, he quickly told me that it was "out of his hands" and I would need to talk to a "Senior Rep" regarding this matter, but he did not know how long I would be put on hold to make that happen. SR "Jane" got on the phone. I proceeded to explain to her what happened (now the 3rd time).

She told me she would "apply for a credit of the $150 'as a courtesy'" and "did not see a problem getting that for me". Rally? I've heard that before. I told her 'thank you', but also told her that I have had nothing but problems with this merge since Frontier took over, but I was stuck with them because Verizon had 'proprietary access' to the internet/phone lines and (I checked to switch carriers) Frontier was the only provider I could use. I also told her that it made no sense that I would intentionally slap a $150 term fee on my account when I was setting up a payment plan to pay off $160 in charges anyway. Why make myself pay more money?? I wouldn't.

I also asked if they "record the conversations" and she said "yes". I asked to hear the conversation that said I was changing my plan and accepting a $150 early term fee. That's when she said she would "apply for the credit as a courtesy". I know who I talked to and when. I have Employee IDs, names, dates, times. So, when all was said and done, Jane told me I currently owed $133.01, which should "be paid immediately" and that the $150 would be removed (upon approval and she expected it to go through = approved). I told her I would pay the $133.01 today.

Let's see what happens next month. My Frontier email account was just merged 02 Oct 2010. Frontier bought out Verizon 01 Jul 2010. Frontier is telling me I'm not fulfilling a contract? I'm not a good customer? I've heard nothing but problems since the merge. I will be contacting the FTC about this if it happens again. I'm done with this ** and trying to help Frontier do their job. How in the world do they stay afloat in the business world? Every month I have to spend 30-45 mins on the phone talking to a CSR about my bill. This is ridiculous.

Digital Phone Unlimited : Unlimited locals, unlimited long-distance

With this Frontier promotion there are no Early Termination Fees on our products

Your approximate price (including tax and fees) is 110 dollars per month. My wife and I didn't pay attention to the additional long distance charges since the bill was pretty close to what we expected for the first 5-6 months. And then suddenly it increased, but we were very busy during the summer.

About 3 weeks ago, I made 5 attempts to call Frontier corporate to find out what's going on with the substantial increases in our monthly bills. They explained that the increases were due to Dish Network and that we did not have long distance charges. I also explained to them that we do not pay Dish Network every month but we pay Frontier for TV as part of the Price Protection Bundle product that we have contracted with Frontier. I requested (per the terms of the email quote) in these calls, for Frontier Communications to :

1) Disconnect my phone;

2) Reimbursement for long distance charges

3) To disconnect ALL services without any termination fees

4) Followup by management

I have received no contact from management from these inquiries. On October 27th, I then physically went down to the Frontier Kiosk in Burnsville from where I originally received the email quote and later received a call from the manager Rich, the next day. He said that he would look into it, but with an indefinite time frame for resolving my problems. I eventually told him to keep working on resolving it, but that I would contact the Attorney Generals Office to help expedite resolution time. And if he could come up with something sooner, that we might not have to involve the Attorney Generals Office. I haven't heard back from him since. My request in this matter is to cancel my Price Protection Bundle product from Frontier (without termination fees) and be re-credited for any amount paid above $110/month. (Per the email quote) Plus credits for the approximately 5 hours of my time and approximately 2 hours of phone minutes and any additional time/minutes that it takes to resolve this.

Digital Phone Unlimited : Unlimited locals, unlimited long-distance

With this Frontier promotion there are no Early Termination Fees on our products

Your approximate price (including tax and fees) is 110 dollars per month. My wife and I didn't pay attention to the additional long distance charges since the bill was pretty close to what we expected for the first 5-6 months. And then suddenly it increased, but we were very busy during the summer. About 3 weeks ago, I made 5 attempts to call Frontier corporate to find out what's going on with the substantial increases in our monthly bills. They explained that the increases were due to Dish Network and that we did not have long distance charges? I also explained to them that we do not pay Dish Network every month but we pay Frontier for TV as part of the Price Protection Bundle product that we have contracted with Frontier. I requested (per the terms of the email quote) in these calls, for Frontier Communications to :

1) Disconnect my phone

2) Reimbursement for long distance charges

3) To disconnect ALL services without any termination fees

4) Followup by management

I have received no contact from management from these inquires.

On October 27th, I then physically went down to the Frontier Kiosk in Burnsville from where I originally received the email quote and later received a call from the manager Rich, the next day. He said that he would look into it, but with an indefinite time frame for resolving my problems. I eventually told him to keep working on resolving it, but that I would contact the Attorney Generals Office to help expedite resolution time. And if he could come up with something sooner, that we might not have to involve the Attorney Generals Office. I haven't heard back from him since. My request in this matter is to cancel my Price Protection Bundle product from Frontier (without termination fees) and be re-credited for any amount paid above $110/month. (Per the email quote) Plus credits for the approximately 5 hours of my time and approximately 2 hours of phone minutes and any additional time/minutes that it takes to resolve this.

Many people would not have argued with them as long as I did and just paid the bill and accepted it. I refused for several reasons and I am glad I did. The guys I spoke with, Joe *******, Steve ***** & Jeff ********* kept telling me that they had a phone call where I accepted the contract terms, but it's awfully funny how quickly that changed when I threatened with legal action. Beware consumers. These guys have "800" numbers that cannot be traced.

I called Frontier on September 13th and was told that it takes 2-3 billing cycles to correct the bill and I would most likely be receiving a credit so "do not pay anything now". I was told that the contract had not in fact expired (the Frontier employee I spoke with in August had told me it had). I checked the contract I signed and it said that the early termination would be $10.00/month. The contract expired in October so that would be a grand total of $30.00! We received another 2 bills with a billing date of October 7th for $89.53 and $382.80. I called again and was told I would get a call back but no one has called. We have now received two notices dated October 2nd stating our our bills is seriously past due and that we will be turned over to collections if these are not paid!

I'm a college student and a single mother and $200 is a lot of money, not to mention that I need reliable Internet service for my online coursework. I'm currently working with my bank to try to get my money back from Frontier.

Frontier took over Verizon in July 2010. Since then, I have received 4 bills, all of which have been incorrect. Each bill has been "crammed" with additional charges. I call customer service, which reduces the bill. I have also contacted the WV Attorney General's Office for Consumer Affairs. The WVAG then faxes my complaint to Frontier. In July, Frontier was very apologetic and concerned with the AG's fax.

However, now I must contact the WV AG's office every month to spur Frontier to reduce the bill.mMy Sept-Oct 2010 bill was for $525.01. It was supposed to be $66.93 ($54.99 + taxes). Again, I called Frontier and the WV AG's office.

I know people who have switched to other phone companies, but Frontier still owns the local lines, which it bought from Verizon. These people have experienced outages, reduced services, and Frontier is ignoring the requests for repairs.

My stress level has been very high and my time is better spent looking for a job, working and managing my parenting, relationship and household duties rather than spending a very stressful hour on the phone every month. This creates a high level of stress because I am being promised help to only find out that I was not helped and then I have to face the stress/fear of calling them again to potentially be lied to again. This has been ongoing for five months. I had little to no problems with this before this.

I have been a Verizon customer for the past six years. I have never had a problem with my service or your business until the past five months. I am hoping you can help me because I have not had any luck when I call customer service. The people I have talked to on the phone will repeat back to me that changes have been made and they will quote me at a much lower price than what my bill states when I receive it. This has been happening since June 2010. I called in June. They quoted me a price of $49.99 after I received a bill stating that my bill had jumped from $69.10 to $84.84. I told them I needed the cheapest plan they had. They seemed to understand, repeated back to me the new price that included the same phone and internet plan I had had previously for a price of $49.99. The person I spoke to said my next bill would be cheaper and that I would have to pay the $84.84, and it was not. It was actually more. It was $92.89 on 6/28/10.

I called again. The women I spoke to was not helpful. In fact, she told me there was no note stating this change and that there is nothing she could do. So I asked to speak to her supervisor. A man named Omar helped me out. He then told me my next bill would be $37.90 and that every other bill after that would be $49.99 before taxes for the next two years. I paid the $37.90 and they credited me $24.99 and then told me I had past due charges of $30. My total bill came to $45.49. This bill seemed more accurate but was not still what OMAR told me on the phone.

Then my following bill on 8/28/10 stated that I owe $74.55. This is not accurate once again. So, I called again and the woman told me that they did not even have a plan of $49.99 and that in Omar's notes, he stated that he quoted me $59.99. This is not true. I would not have agreed to this plan because I was very clear in repeating it back and was looking for the cheapest plan they had. I also wrote it down when he told me and made sure that it was accurate. Now, she is telling me she cannot help me and that she can only offer me the price of $59.99. So, I decided to look around to switch carriers.

When I looked around, I found cheaper prices but there were charges to change plans that would not be worth switching. So, next I sent in the bill and put a note that I was paying the $59.99 that the person I talked to on the phone quoted me on. I did not have room in my life to fight this at the time. My next bill stated that I still owed $14.55. They still charged me the $74.55 even though on the phone he told me it would be $59.99. So, now I'm sitting here with a new bill of $89.10. This is including current charges of $74.55 and past due charges of $14.55.

I have written a complaint to the FCC. I will also be pursuing other avenues to resolve this if you do not take action to resolve this issue. What I want: First, I want to be credited for being over charged for the past five months. Second, I want your company and your employees to follow through with what they say on the phone. Third, I want to be placed on the plan I was originally quoted at $49.99 per month for both high speed internet and phone service that includes unlimited local and long distance and three calling features. Thank you very much and I will look forward to a speedy response. Sincerely, Jessica M. ***

Two years after the initial one-year contract expired (which I didn't renew, thus incurring a huge rate hike, my bad), I got my ducks in a row neatly enough to switch to a Cable One TV, phone, and Internet bundle. I was quoted the exact amount I would be billed, taxes and fees included, and the first bill was correct to the dime. Then the fun began.

Frontier didn't release the phone line until a month and a day after the release request went through. Cable One was amazing. They set up the Internet line after a couple of weeks of this nonsense, promising that the phone line would be set up as soon as Frontier released it and that they would bill me as if I had the full bundle, which they did. Finally the line was released. A couple of days later, I shut down my second Frontier line, too. Then I got a bill for an entire month's worth of service after the lines had been disconnected.

(That doesn't even count the month when they were holding one line hostage--they were "backed up," they told Cable One. Right. When I switched to them, the switch took a couple of days.) I just called CS and was told that I could pay the bill and wait for a check (shall I charge them a late fee if I don't get it in a couple of weeks?) or wait for the next bill with the corrected amount and incur a late fee. This does not compare with the horrors that other customers have suffered, but still, it's unbelievably crummy service to a loyal customer of 15 years' vintage.

We can only receive messages on answering machine. We cannot call out or receive calls. They leave messages calling me "Mr. Blamer" as in 'blame' and I get the impression they think this is a big joke. Meanwhile, they are not doing anything to resolve the issue. They sent in my September bill minus l.D. on 22nd, but the check isn't cashed yet. The billing department (Jared) has ignored my complaints and others, i.e. Darcy, Chris, Michelle, Ms. Young, and Ms. Jones assured me it would be taken care of (weeks ago).

This is causing us to lose money for us business owners by having Frontier impose their conditions on us, consumers and payees of the bills, without us providing the authorization to do this nor having any ideas the "migration" would cause such chaos for our business!

I didn't know when my laptop would be fixed, so I called Verizon up and found out they 'sold' my account to Frontier Communications. Nice! So I called Frontier and went through their maze of prompts to get to someone. The operator told me I could 'freeze' my DSL for up to 30 days for just $10 so as not to lose my 30 day guarantee if it didn't work. I said fine. I also found out that I didn't have voice mail either, which peeved me since I could care less about all the other features but specifically wanted voicemail. "Sorry," I was told.

So now I had to go get an answering machine. Whatever. 30 more days came and went and I had to freeze my DSL for another 30 days since my computer still wasn't repaired.

Fast forward, about 15 days and my computer was fixed, I called Frontier and told them, "Let's get this DSL hooked up" and see if I could get any service out here. They walked me through the steps for 90 minutes with several glitches, going on hold, interruptions, etc. I was on! Woohoo! So for 6 hours I was in business. The next morning I could no longer get online for some reason. So I called Frontier tech support again and we went through everything again and still had no luck. The guy says, "It seems you haven't hooked up the system correctly." Huh? If I had everything hooked up just fine the night before and didn't tough a thing, now it's my problem cause it's not working right? **, I wanted to say.

After 2 hours on the phone, I was getting a bit irritated with the whole mess. He says, "It looks like we'll have to send someone out to hook it up right.” I told him, "I don't think so. I've spent over 3 hours on the phone with you guys in the last 2 days and I don't see anything changing as long as I'm doing business with you people. So just cancel my DSL, close it out, forget it, I'll find another company.” He took care of that and said he'd me a postage paid UPS label to send back the DSL box. That was in June. I just got the label the day after Labor Day.

Meanwhile, what they didn't tell me is once I canceled my DSL 'bundle' package, my land line price would rocket up to over $82/month—for a ** land line! I kept getting these huge outrageous bills and I thought it was because I hadn't sent back the DSL box yet. I was still waiting on the label. I'd call them, go through their maze of prompts and nobody could, or would, tell me why my bill was so high. I told them I cancelled my internet DSL service 6 hours after getting it hooked up and they must still be charging me for internet service or something. Of course every time I'd have to repeat the entire scenario to another operator in another department. When I asked about the UPS shipping label, they said they'd send it out. Every person who told me that never would put it in the computer; so the next time I'd call, we'd go through the whole routine again and I hear the same ** again.

Finally, I had had enough after I was told I owed them $187.50 for my land line phone bill. What? How did you and where did you come up with that number? I haven't had the phone less then 3 months. I paid my bill (just the phone with unlimited long distance was 'supposed' to be around $35/mo, or so I thought). Instead, they jacked it up to over $80/month plus a zillion basic service charges, surcharges, non-basic charges, monthly service charges, miscellaneous charges, and taxes- without notifying me or anything. I called again and 34 minutes later, I was told why my bill was that amount—because I had cancelled my DSL. Are you kidding me?

That afternoon I got home, got my mail and low and behold there was another Frontier bill. Instead of $187.50 it was now $263.95. Unbelievable. This company sucks! Their bill is so confusing to understand you have to call. When you do, you get so frustrated with all the prompts and you’re switched to different departments and get lengthy repetition of the same-o-same-o you want to scream! I thought after I sent back their DSL box after 2 months of waiting for a UPS label, they would credit my account and that had to be why my bill was so huge. Nope, they said my bill isn't internet related and it's my standard monthly land line fee. Grrrrrr.

I would never recommend anyone ever do business with this company. If you sign up with Verizon, watch out because they'll send your account to this company and you'll end up in land-line hell. Their service is deplorable and their misleading phone prices are nothing but smoke and mirrors. I'll pay them a penny month. I don't care. They've ** me around so much and wasted so much of my time already I'd just as soon spread the word online and get my payback that way. Hopefully, it'll cost them a lot of business and I'll get some kind of redemption that way. Steer clear of Frontier communications!

Absolutely nothing. Their service is deplorable and I have gotten nowhere with them. I've sent back their DSL box after 2 months of waiting for a label and thought they'd credit my account for that, but they said the $263 isn't internet related because I dropped the DSL and it raised my standard land line fee to over $80/month plus miscellaneous charges.

I still have Frontier's voicemail and a dial tone. That is about all I have because frontier doesn't know how to turn their stuff off. I can't receive any phone calls unless the called has Fibernet and I can't receive any voicemails. When someone tried to call me using anything besides Fibernet they get a message that my phone number is no longer in service. I called Fibernet today and was told that Frontier has a commit to fix my phone by 8/15/2010. I was told yesterday that it was to be fixed by 9pm last night.

This is really annoying and I am at the end of my rope as to what to do. I take care of my elderly parents and I'm about all they have. They do not live very close to me so the phone is essential. They can't even call me if they need me so I have to call them several times a day to check on them which ties me down to the phone and is really working on my nerves. I have been losing a lot of sleep and my health is suffering resulting from this major inconvenience.

Our internet service which is bundled has been shut off out of the blue because they tied it to our old number, which has been fixed. Our Dish TV which we had bundled also was unbundled and then bundled again, so we are getting bills from Dish and Frontier at the same time for the same time period, which when explained to me by customer service didn't make sense, so I had it unbundled. We recently received a shutoff notice if we didn't pay within a certain amount of time, but we had already paid the bill and the check had cleared. I talked to customer service who said we still owed the new bill and should pay it asap because it was 10 days late, but according to my bill it wasn't due for another month. That day, a guy came to the house unannounced and said he was here to turn back on our service because we were back from vacation. We never went on vacation, we told him. He had to go in the house to check what our fax line was for some reason, called his main office, and left.

That day after 5 pm, our phone service was shut off. We still had internet service though. I called customer service who said we always went on vacation this time of year, every year. It was computer generated. I told her not, I wish, and I have never requested a vacation shut-off ever. She told me since Frontier has bought up about 5 different companies nationwide, they have had a lot of problems and it would be fixed for me. 24 hours later, I called again because it had not been fixed. The second customer service rep said it would be fixed within 24 hours. It was not, I called again. The customer service rep said she had to reprogram my service and it would be fixed within 2 hours. We are still without a phone.

Frontier said they can only receive this information by fax. They sent me an e-mail with a front letter and a fax phone number. The number they gave me did not work. I have called frontier for 6 days now and have spent over three hours on the phone with them trying to get a fax number that works. I now have 5 different numbers that I have tried on three different fax machines to send them the information. The last phone call, I spoke to Aaron (senior rep., ID # **) and I tried to fax while he was on the phone, the number did not work.

I want to send a hard copy of proof of payment, but Aaron told me that they can only receive a fax and the address is not public information. Frontier Communications? They don't have a supervisor for me to talk to, they don't have a working fax machine, and they don't have an address that they can give to the public. They are giving me until 8/30/2010 to get the information to them before they take legal action against me. Result: disconnection of my phone and internet.

On 07-30-10 I called, and their manager, Jamie, advised that I contact them back the next day because they do not have the new plans available yet. I did that and then was told that my plan will be $33.99, but will allow for an annual plan discount, however, I have to check back in a week again. On 08-06-10, I talked to another manager (Julie) and she assured me that as a long time customer, I get $10 discount for 7 Mb speed and my bill will total $23.99 starting 08-16-10 when my contract would renew if agree to stay with them. I was happy to hear that, but in a couple of days, my new bill coming through the mail reflected $39.99/month and still $10 discount. That was the final point when I decided that it is time to have someone else step into the plate in this "negotiation" process and filed a complain with BBB (my response with a case number is forwarded below).

I called Frontier today again to find out whether BBB has contacted them. My call was directed to Vidin (executive manager at Frontier) and he disagreed that I wasn't informed of the terms of the renewal. He was aggressively assuring me that I knew the renewal terms in July. I repeatedly told Vidin that both my partner and I have made every possible effort to get that information from Frontier in July unsuccessfully. So Vidin told me then that I knew about the $39.99 fee and the discount on 8-9-10 when my contract terms were changed in their system. I explained that the reason for my complaint is exactly the discrepancy between the amount I was told around that time in August and the amount on the bill.

Not only my complaint wasn't accepted, but I was told now (today) that the speed provided for this fee will be 3 Mb, not 7 Mb. In addition, Vidin tried to conclude the conversation letting me know that I'm accepting the new contract terms today, to which my answer was, "No, I called to see if you have a resolution for my complaint I filed through BBB.” His response was that in case I decide to cancel my service, there is a termination fee. The conversation wasn't friendly or constructive.

Legally, we could not make any changes to the home before Escrow closed. We placed an order with Frontier Communications, via Andy. We agreed on a one-year contract for landline phone service and high speed internet at $73.09 per month. We very specifically, three times asked by phone if they are absolutely sure that they can provide the service. We made it 100% clear that the outright purchase of a $90,000 home was based on this. We let Frontier know that my wife's career and the security of our family were involved. We were reassured, with no contingencies that this would be the case.

The terms of the agreement were provided in an email, and a phone number and email address were issued. After the Escrow closed, we had an installation date on February 15, 2010. The technician told us that the installation could not be completed. We had traveled 575 miles for the appointment. We were asked to follow up with an engineering request which we did several times. After contacting customer service and escalating the issue, we arranged a meeting at the home. On May 28, at 9 AM, Dwayne met us at the vacation home. He indicated that if we wished to pay well in excess of $400,000, we could have a landline phone installed. He indicated that if the cost were to be shared such that 25 households could use the line, we might get the cost down to $16,000 plus.

We filed a breach of contract notice on June 4, 2010, followed by a second notice of breach. My wife also filed a consumer utility complaint with Debbie at the Arizona Corporation Commission (AZCC). Frontier responded at the last minute to the AZCC complaint. They stated that, unbeknownst to us, they have a right to not provide service if it would be unusually expensive. We have had to have satellite dishes installed to provide high speed internet and TV service. My wife has tried several kinds of cell phones, with no service to very minimal service.

The area is subject to rural burglaries but a regular security system cannot be installed without a landline. We have had to purchase an expensive Droid that we will be trying. We are very concerned about what will happen if we have an emergency and must reliably phone a doctor or police officer. In summary, Frontier's dealings with us have been absolutely disastrous. We have approached them requesting a settlement several times, and they have ignored us. I would ask the reader to reflect on what kind of conduct this is for a business.

I would like to receive a check from Frontier for $57.30 and a check from Dish for $32.90 totaling $90.20. I would also like to ensure that this is not recorded with a collection agency.

To further the problem, if you try to comment or reach customer service, the system gives a java text response, with no phone numbers to call. I don't recall receiving any information from Frontier on communications regarding service, or whether there would be any changes in our existing packages. To boot, there was never any warning of service downtime nor "maintenance" which is now listed as the reason for no service until 6am EST.

This is disappointing to say the least, as we switched to Verizon from Comcast roughly 2 years ago, and have experienced nothing but the most efficient customer service ever since. Hopefully Verizon received enough money to satisfy the thousands of customers who are now left in the dark as well as without service.

I agreed to try DSL for an introductory cost of $24.99 a month for High Speed Internet Lite and $4.50 for the modem rental. Two months in a row, they charged me $39.99 for the Lite package and $6.99 for the modem rental. This is not what was promised in a taped phone call or in subsequent calls. They have thus far refused to fully reimburse me for those overcharges. They also offered a $34.99 installation fee and charged me $134.99 on my bill. That $100 was taken off after two phone calls to two different representatives.

Frontier then charged me a late fee of $2.06 the next month for not paying their overcharges, and for no valid reason since I had paid my bill in full, the amount they told me to pay, by phone. After grossly overcharging me on my bill two months ago, the bill was adjusted down $137.20 (the amount of the original overcharges) and I paid that bill, so I was not late in payment. They still haven't removed the other overcharges. They also charged county, state, and federal taxes on amounts that were too high to begin with and I have not seen where any of those taxes were adjusted down.

When I received the first inflated bill, I called Frontiers office residential phone number and listened to scrambled menu messages that were almost impossible to understand for fifteen minutes until I couldn't stand it anymore. Then I called back to the same messed up menu messages and waited another five minutes with no answer. I then called Frontiers business number and after several menu choices, the phone went into a busy signal and no one ever answered.

I then emailed Frontier on their website contact us link, wrote about this experience and the overcharges on my bill, and I have not heard anything from Frontier by email or any other means from that correspondence. I again called the 800 residential number and I was put on hold for five minutes, with annoying harsh music and no promise of a person coming on, so I hung up. Since I had no way to contact Frontier, I wrote a letter which they also never responded to. I have now written another letter, and I have emailed both letters as well to their online customer service for my second time contacting them online. I also filed a complaint with the Federal Trade Commission.

This month’s bill did show a credit of $11.50 under Other Charges and then the account was billed $11.00 for Subse Sv Order Charge-Res NRC under Other Charges, so in effect most of the credit was re-billed in the same section. I have no idea what the charge or credit was for and there is no explanation. So I received one credit only to have it taken away, and with no intelligible explanation as to what it was for. And the bill still reflects the same overcharges.

In a time of cell phones replacing landlines, and during a down economy, I would think that good customers would mean something to companies. I am seriously considering getting a cell phone, satellite hook-up, and doing away with any services that require me to deal with Frontier. For two years, Frontier tried to get me to sign up for their DSL service. Now that I have, I have been treated very poorly by their company ever since.

I have had Frontier as my phone provider for almost 13 years and I am treated this poorly as a customer. Someone needs to do something about the way phone companies no longer treat customers as human beings, and how they fraudulently charge customers extra fees and then provide no viable recourse when they are caught. I would not recommend this company to anyone anymore.

I am still being charged for erroneous charges from two months ago. This could potentially affect my credit report if they do not remove them. I have spent several hours writing letters, calling, and reporting this company for their fraudulent practices with no response. Hours spent with this are hours lost from other much more important projects.

Since October 2009, they didn't give my original phone number back. I was not getting any calls. They gave me a phone number posted on the Internet as belonging to a flower shop, so I continued getting calls all day long. I reported it to the Internet and phone company but nothing has been done. I have a stack of statements with credits and I have no idea what they're charging me for. I keep on calling them every month to see what I need to pay, but suddenly, I have charges of $356.00. It has to be paid, otherwise, they will turn my service off.

This morning, I called Frontier Communications and once again, I received another statement with a $61.00 credit. In order to get a reasonable phone service, I would have to move to another area. For 17 years, I have had to deal with this overpriced and bad customer service phone company. Their staff, half of the time, don't have a clue on what you're asking about. Sometimes, they would put you on the phone for a long time and say, "We will call you back," but there would be no call back from them.

Now, how can I afford to pay $356.00 to keep my service on, when I was calling every month to see about the current charges so I won't be cut off? Their staff talk to you like you're stupid. If I add up the amount of money they have charged me, it would be over a million dollars. I have never dealt with a ** up phone service that gets away with high prices and never try to help you as a customer. My neighbors can agree with me 100%.

If you would look at a standard phone bill and try to figure out all those taxes and fees, you would be amazed of the charges. Pacific Bell has been in business for many years and never had a bill so complicated and high-priced for anybody to afford. My monthly phone and Internet bill is about $120.00. I dread sitting down and having to call these people because by the time you're done speaking with them, you will be more confused.

They tried everything to get me to keep the high speed, even lowered the price $5.00 less than my dial up fee, for a year! Nope. I stood my ground on principle, and I am going back to dial up next Wednesday. The only reason I agreed to switch to high speed was because of the free offer of the Netbook, which they decided I cannot have. If you would like I can mail a copy of the offer I received from them. Please don't let others be scammed by this, even though I know they will, because it is set up to reel us in. Thanks for listening, sincerely disappointed.

Anyway he told me that running new phone line is not part of the "free installation". So after he left and I ran the new line myself I was up and running for a few months then called tech support for what seemed like every other week. So my first bill arrives at along the lines of $190. I called CS and told them that I was told I was getting free installation and hookup. I was put on hold and then he credited my bill the hookup fee, but I would still have to pay the first time "sucker" tax. And still no mention of a contract! The DSL was a joke. It was constantly going down and when it was fixed the next day my connection would be even slower.

I paid for the 3 MB service but only got around 2. Worst case 843kb/s; best was 2.4 mb/s. When the tech came out to check my service I was around 1.9 mb/s and he said that is acceptable. I am furious now. I’m paying way too much for 3 MB when I’m getting only 2! So I started to look around at other ISP's. Finally I called my cable company which had a business class plan of 10 mb/s for $70. I was paying around $50 for the 3 mb/s plan at Frontier. So I had it hooked up that day. Then I called Frontier and told them to disconnect my DSL and was told that I had a one-year contract and would have to pay $200 termination fee! I informed the woman that I did not sign or agree to a contract and she informed me that when I waived the hookup fee (when I called to address the fee that I was told I was not going to have) I was automatically bound in a contract.

Frontier should be fined and other carriers such as Verizon or AT&T should be allowed to compete with them. Do not use Frontier for their service because of illegal manipulation of records. Frontier has a very poor record of customer service. The damage is monetary because of numerous appointment times Frontier did not make. Promised phone calls to me from Frontier were never made. A $200 termination fee and expenses to switch to a new carrier for internet.

Today is February 3, 2010 and I called to put in the cancellation order. Stormy told me I had to wait until after February 8, okay fine. I then called back and talked to Margaret and asked what the penalty for cancelling today and she told me 200 dollars, which I was never aware of. It seems extreme seeing as how I only have a little over a month to go on the contract. I've opted to pay the bill of $40.00 and not deal with them again. I'm aware that AT&T was just made aware of how unfair the penalties were even if people were very short term in their contracts.

He has an Ethernet port. A person from Frontier Service arrived at Mr. ***'s home and told him that he did not have the necessary equipment for dial-up. At this time, Mr. *** asked about the other options and told the Service employee that he wanted the High Speed *Lite* package. The Service employee spent a few minutes trying to get Mr. ***'s DSL Lite installed, then informed him that "Frontier had run out of 'slots' in the Chloride area and that additional 'slots' would need to be added before Mr. *** could get any internet service". This left Mr. *** without internet access for approximately two weeks. When a service person returned, he did not run any new cable or install any new software on Mr. ***'s PC. What the service person did was to plug the phone line into the back of the same modem Mr. *** had before, and plug in the ethernet and power cables. He then left, likely having checked to ensure that Mr. *** was indeed able to access the internet.

After receiving this printed bill, which was quite different from the online account information, the following errors became apparent: Not only had Mr. *** been signed up for the "High Speed Internet Max", but he was charged twice within the same bill for the more expensive service. One charge is in the amount of $20.10 for next month's service in advance; the second is in the amount of $12.73 under "Other Charges and Credits" for the period of 12/18/09 - 01/05/10. You charged him twice for the same modem: $4.50 for the "Monthly Service" and $4.43 under the "Other Charges and Credits" category between the dates of 12/18/09 - 01/05/10. Frontier charged Fred ***, an existing Frontier customer with modem previously installed DSL cable to his residence and all the cables he already had in his possession, an exorbitant $34.99 for a service person to plug the cables back in.

As for the 'extra slot(s)' that may have been required for Frontier's coverage in the Chloride area, may I point out that this company is responsible for providing adequate infrastructure. They cannot expect the customer to subsidize your company when you find the need to expand or install additional 'slots' or equipment to accommodate a growing number of customers. I do not see any indication that Fred *** was credited for the time he was without internet service. In addition, you taxed him not only for the period of 01/06/10 to 02/05/10 (being for a period which started one day after the date on the printed bill), but included the amounts for 12/18/09 - 01/05/10 and taxed him based on the entire amount, including very dubious charges and services one month into the future.

I question their practice of billing customers a full month in advance, as cannot predict such events as lengthy outages due to inclement weather or failure of equipment in infrastructure. They cannot predict whether a customer will die ten days into the month ahead. In addition, Fred *** called and spoke with one customer service rep named "Pedro" in Florida office. Pedro told Mr. ***, who had called to attempt to unravel the mysteries of billing and was frustrated, in pain and feeling greatly stressed, that Mr. *** would get one month of free service. Instead, they appear to be charging him more than he can possibly owe. Perhaps it is company's policy to assume that senior citizens either cannot or will not read nor question charges on their bills and simply write a check, trusting that Frontier is charging them accordingly. These are often people who, like Mr. *** must survive on a limited income.

This is the third time in several months I have seen outrageous and inexplicable charges on this man's bill and this seems rather suspicious. In addition, they have caused Mr. *** untold stress and unnecessary upset and inconvenience during this same time period. I will be instructing Mr. Fred *** to telephone you tomorrow and pay the amount indicated online, which is $44.57. I will also be contacting the Regional Manager for Mohave County and, if necessary, will request the appropriate authorities to do an internal audit of the company. Frontier has my email address and I expect a response, an explanation and an apology for upsetting an elderly man in poor health.

Thus far, my experience with Frontier has convinced me they are lacking in inter-departmental communication or intentionally attempting to defraud customers -- particularly those who are elderly, in poor health and suffering from memory loss. These people who can become frustrated and sometimes irate because this company is conducting business in a manner best described as "questionable" and has attempted to overcharge same customer on several occasions, once cutting both his telephone and internet service when he refused to pay an overcharge which totaled in the region of $320 (When actually what he owed was $75, which we paid via my telephone, conveying his banking information, after which his service was restored). Mr. *** lives alone, has difficulty and extreme pain when walking and relies upon his telephone and internet connection for communication and information.

This will be the third time in several months I've contacted Frontier on behalf of this man. I am serious in my contention that the company might be due for an internal audit. The damage and inconvenience has been done to Mr. ***. I am a friend who is advocating for him, because he asked me to help and I believe it is important to protect people like Fred from being exploited, as this company seems to arbitrarily add charges to the printed bills they send which do not match in any way the billing displayed online.

They also did not give the customer the "High Speed Lite" service he requested, which would have saved him a minimum of $5.00 per month. They did not credit him for the loss of two week's internet service. Fred *** survives on a monthly pension, is a Veteran and ought not to be subjected to such treatment, when he has conscientiously paid his bills in full until it became apparent Frontier had raised his internet rates to nearly twice the amount he had agreed to in a yearly contract "deal" and he was given the run-around when he contacted Billing and Customer Service.

I have called them 4 times, each time being told they would call me back after they found the problem. I was never called back, except by a customer service survey. I spent as much as 90 minutes on the phone, trying to get this resolved. I would cancel their service if I knew how to do it without it hurting my credit report.

I believe that if I pay this last bill, I will have overpaid them $272.38 during this period, and they still don't have my statement straightened out to my knowledge. I have also spent numerous hours trying to get this issue settled. I have an in-home licensed child care and operate 11 hours a day, and I have become very upset at the time I have had to put into this.

When I received my first bill it was for $163.22, way over the estimated price that was agreed upon. I realize there would be taxes and fees but not $65 worth. I called the company 3 times and they said they would review the tapes that were recorded when I agreed to this price. However, I never received a return phone call and I called back 2 more times. The lady kept telling me the extra costs were from the Dish Network which I told her was supposed to be included in the cost. But she kept talking to me like I didn't get it. The situation was never resolved and the bill remains the same. I told her this was terrible customer service and I was not happy with the service I was receiving from the company. I was again put on hold but no resolution was ever agreed upon.

This is a monthly issue. I have spoken to about 12 different agents some telling me there is nothing they can do, others promising me the world. I've also sent letters to ** that have gone unanswered. I want to file a BBB complaint as I've had enough. It's been a year but because they have so many addresses, the BBB site keeps bouncing me from region to region. I want this resolved. At this point, I only send them what I should be charged and now show past due each month. If I didn't have a two-year contract, I would get rid of them. They are also the only provider in my area as I live in a rural town.

August bill came and my bill was $370.53; Sept, my bill was $161.80 but my past due was $220. I called and spent literally hours on the phone trying to remedy. I called Dish Network directly who says I'm being overbilled because of a "technical glitch" which happened once on June 10th and once on July 18th. My bill remains $181 a month despite hours of time on the phone with many reps at Frontier. They simply do not care and lie about charges. I will look for another provider and would not recommend them to anyone.

Now, I called on 10/7/09 at 8:12 a.m. to complain that my other distinctive ring line was disconnected and I wasn't aware of it until I called the number myself last night to find out that it was disconnected. I have been giving that number out as my other phone and was wondering why I haven't been getting any phone calls on that line for the past few months. They said they were putting a work order in. And, I spoke to the supervisor, Lori, about all the problems I have been getting with Frontier and told her that I shouldn't be calling every month for 1 problem or another. I told her that it was a breach of contract on their part for not keeping their system functioning properly and not billing me correctly.

I felt that I can leave that contract at any time and she threatened to charge me $200 cancellation of service fee or take back all the credits that came with the contract to keep it at the $69 rate. I feel that this unlawful to do with all the problems I have been dealing with all this year.

I finally figured out the phone company must have something to do with it (never got notified of any of this when I called them months later cause I didn't know what happened). Then my phone totally got turned off. I called and was told I owed them. Not purposely forgetting to pay actually, I always said that was my favorite bill to pay because it was only 20 bucks. But because they stopped sending paper bills, I got behind. So okay, I paid something (I can't remember) to turn it back on. I thought everything was all good. I paid and thought they gave me the same thing I had before right; it only makes sense that would be it.

Well, here we go again. I tried to make a long distance call that was by the way quite important; couldn't do it or call my son. Now, I am on disability and I need to get hold of my son when I need him. So I called Frontier again and asked why, since I paid I still had no long distance. He didn't know but he said they would turn it back on. Now I notice my bill is running about 25 to 30 dollars a month. I didn't realize, all of a sudden, I owe over 90 dollars. So I looked at the actual bill on the internet.

Their website is kind of confusing. It took me an hour how to see the actual usage. It's like they don't want anyone to see all the extra charges. So, way at the bottom, I notice for months now, they have been charging me long distance to call my son who lives almost across the street and has a 585 area code number. It has been running from 10-15 dollars a month. I never thought when I paid they took my long distance plan away and not even telling me. That is so not fair and deceiving to customers.

When I talked to the supervisor, she said after I pay the 90 some dollars I owe I can get a long distance plan for $29.99. My original plan was cheaper because it was gotten so many years ago. It's almost like they did that on purpose so I would have to pay the new higher price. Well, any way, I requested that they refund all the back long distance charges since they robbed my original plan. Yes, I feel like I have been robbed .The lady was not going to refund anything and said it quite rudely like, "ha, ha on you; there's nothing you can do now." I am requesting that maybe someone on your end can help me get at least some of my money back. Please help!

I didn't like it but decided I would tolerate it. When I finally contacted them to disconnect my service, I was told it was a $300 fee. Again I was resigned to pay it. When I got my final bill, I was charged a $750 termination fee. I asked to have a copy of the contract sent to me. I was told it was electronic and no paper form exists. In actuality I, somewhat, overpaid from my previous bill but I am told that I still owe $675. I contacted customer service and told them I could not possibly pay this. The gentleman told me that it would be reviewed and that he saw a note in his computer about a $300 termination fee. He then said that the other $400 could possibly be put in the background in hopes that we would some day return to their service. I need help in dealing with this. A lawyer is going to cost me as much or more than the fee.

The same day I authorized payment, my phone stopped allowing long distance calls. At first, I thought it was a temporary outage. Then a day or two later, I noticed that my long distance service was still not working and that my caller ID wasn't working either. I was outraged. I contacted the company and fixed its mistake and the company cuts my service? I couldn't believe that I'd been treated in such an unprofessional and shoddy manner. Before this fiasco started, I accepted a job to prospect for an IT firm. But days after authorizing payment, I still had no long distance service. So I pushed back the start date, relying on Frontier to fulfill its promise to restore service. After staving off the start date as long as possible, I contacted customer service once again. Without being prompted, I provided a check number and verified that the funds had been removed from my account. During this conversation, the rep assured me that my phone would have full service the next day. I contacted my new employer and agreed to start the next day.

The next morning, I sat down at my desk to start work and no surprise, my phone didn't allow long distance calls. So once again, I contacted customer service and once again, the rep assured me that I will have full service within the next thirty minutes. I waited thirty minutes and then some, but my long distance still did not work. Then I called customer service again to no avail. I told my story to another wonderful, polite customer service rep who was completely unable to solve my problem. My issue is still not resolved. Because I have no long distance service, I will probably lose my job. How could I blame my employers? They have every right to expect a productive, capable, reliable business relationship. Evidently, this rule does not apply to phone service.

Okay billing, I cannot understand my bill, and they still have not had a representative call me to discuss it as promised. Next is the fact that they do not do payment arrangements. Pay the bill or you get shut off. They will give you a one-time courtesy of accepting a payment one week late, but only once. And when you call, the customer service is rude and challenges you. So, please tell me how you are supposed to know what you have, how to activate it and how to change it when you have an unknowledgeable and rude establishment you are dealing with? Bad move going with this company for phone and internet. This is not good technology or customer relations. Stick with Comcast if you can, it’s much better service all around.

I have paid and am paying for services that I cannot use and am being forced to pay for another telephone at no fault of my own. I have wasted money with this company on time spent at home waiting on technicians, as well as numerous hours on the phone with them, to no avail. Also, I am tired of the mental abuse they put you through when you call, like they are programmed to make you feel like dirt.

The representative explained a plan that gave me less long distance, but gave me voice mail on both lines as well as caller ID and call waiting. By doing this, my phone bill would go down over $20 a month. He told me that the changes would take effect in three days. Three days came and went, and nothing seemed to change. The following week, I called Frontier and was told that there was no change order on my account. The very indifferent sounding rep explained what plans were available, and they weren't the same as what the first rep had offered. There was one that was pretty close, so I went with it. At this point, life seemed to be good.

A couple of months later, things started to look strange with my billing. I paid what I thought should be the amount for the two identical lines, but then my bill started showing a credit. I called twice to Frontier, and both times I was on hold for 30 minutes. Both times, I hung up. I then sent their customer service an email. After about 3 weeks, I received an email back telling me that I had to call the Customer Service number to resolve the matter. I sent another email back explaining that I was not going to call and be on hold again, and that they should call me. I guess that was too much trouble.

After a couple of emails back and forth, someone finally sent back an intelligent message. They didn't fix the problem, but it sounded like progress. What the problem was, was that the single account was turned into two separate accounts, and no one bothered to tell me that would be the case. They told me to go online, and add the second account. I tried, to no avail. So, I kept paying for both account on the one account I could access.

A couple more months went by, and I received notice that my phone would be disconnected, and it was. I called the Credit dept., and explained the situation. Much to my surprise, they were professional and actually worked to correct the problem. They moved the money from one account to the other, and promised to do the same with another payment that I had just made. Another rep helped me get the second line included on my online bill paying system. Finally, we were all even, and I can properly pay my phone bills.

No such luck. Another month went by, and I received a past due notice. When I looked at my bill online, I had a huge credit on line A, and a big negative on line B. It turns out the second transfer of funds they were going to do didn't happen. I then paid the amount that was showing past due, and figured I would leave things alone, as they would shake themselves out in a couple of months. At this point, I thought I was paid current on line B.

A month and a half later, my phone got disconnected again. When I called them, I explained again what was going on. This time they weren't very friendly about it, and acted like it was my fault. They also refused to turn the phone back on until my payment had cleared, which wasn't going to happen for another 4 days. I asked to speak to a supervisor and was sent to someone's voice mail. I left a message, and the call was never returned. After that, I sent an online consumer affairs message, which also never was answered. I looked at my new bill today, and they charged me almost $23 to turn the phone back on.

I called them today to have line B disconnected. At that point, I was informed that I had agreed to a 1-year contract, and that I would have to wait until July 1 to disconnect, or I would have to pay a $50 termination fee. I am pretty certain that I did not agree to any 1-year term. After this supposed one-year contract is up, I will also have line A disconnected, and I will be going 100% wireless. Goodbye, Frontier.

In addition to getting bills for $74.94, my last statement said I also had a credit of $251. The last representative told me that the credit was an error and I had to pay the $74.94. When I asked to speak with a supervisor or Vice President, I was told, "You are speaking with the person who can correct this." In pursuing this further, I was told, “No I cannot connect you with anyone else.” The credit on my bill has grown mysteriously from $23 to now $251, yet I continue getting a bill for $74.94. Another representative said that my phone was stopped in October 2008 but not the internet DSL. These conflicting accounts of my account are unspeakable and hint at some shady practices by this company, or minimally, lack of concern among their customer representatives. In seeing others go through the same problems, I would like to help to ensure that no one else has to go through what I have been going through for the last six months.

I wrote them a letter stating that I was discontinuing my service with Frontier because they had not provided the service they had advertised and I included a check for the total amount to close out the account. I soon received a bill for the original amount of my service plus $400 for the computer and another $200 for DP loyalty term Fee. This must be some bogus charge. I called them and they said that my term was for 3 years not 2 and I disagreed. I told them to send me a copy of the contract and they said they had no contract to send so I said, "If you don't have any proof to send me, how would you have proof to go to court?" I told her I was willing to pay part of the cost of the PC but it should be prorated, not the original $400 and I told her the loyalty term fee was a bogus charge and I had been customer for over 25 years. I asked to speak to her supervisor, she said I could not speak to her supervisor but I could talk to a supervisor and then she put me on hold for forever until I became thoroughly frustrated and hung up.

Apparently, the deal I signed up for did not exist where we lived, but I was still in a two-year contract. This person said it is impossible to waive the modem fee, but the salespeople do it all the time. I called to argue the extra charges, but we had already decided to change our phone service. The manager said that since they had a request in to port our number, he could no longer make any changes to our bill. After we had new service with a different company, I called to cancel all our services. They sent a postage paid box to return our modem which I promptly did. It included a letter that said, "We are sorry you have decided to cancel your DSL service... "A few weeks later, a bill arrived for our DSL service. I was told that the DSL had not been canceled, but yes, they had received my modem. I have a feeling this is not over yet.

This cycle would repeat over and over. In the past couple of years, we had "hi-speed" internet which was slower than molasses on a January morning. In September of ‘08, we decided to fire Frontier. What happened next sounds stranger than fiction, but they sent us a bill showing a credit of $116.64. I called and asked why they didn't send a refund since the account is no longer in service. I am assured they will send a check in a few days. November came and another bill, I called again and they told me it will arrive shortly. December, they told me they initiated a refund form and I should see it soon. Meanwhile, I had been holding onto the lousy slow modem that put me over the top in the first place and figured since they didn't ask me to send it back in all this time, that I would toss the POS in the garbage. The garbage man came and hauled it away, minutes later, UPS dropped off a box for me to return the modem - 3 months after I cancelled!

I called them and asked why I haven’t gotten my refund and they told me it is because I owed them a modem. I told them that I threw it out because I had waited all this time and they never asked for it. She put me on hold and came back and said, "Oh, we made a mistake; we don't want them back anymore." She told me she will send the check. Then January came, still no check but another bill indicating they owe me the money. I called back on Jan. 22nd, 2009 and asked them to check their notes and tell me why I am calling. She read and said, “I see your waiting for a refund.” I said, “Yes, you told me on December 19th it was in the mail.” She gets curt with me and said, "We mailed it on the 21st; the USPS is slow you know.” I told her there is no way it takes a month for a letter to get to me by the USPS. She said, "It has only been 3 days."

Having been told 30 days ago it was in the mail, I got so angry I hung up thinking, well at least it is over. A week went by and the check which she said was mailed on the 19th arrived with a date on it of 1/23. She lied! Worse yet, they made a mistake of $100. The check is for $11.64 instead of $116.64! I hope they go out of business; they certainly don't deserve to be licensed to provide public utilities.

I was told that they had signed me up for some long distance for free, by someone, and that is why we got the 2-year plan and why we have to pay. We never said that and we never used the phone line for long distance. We have the bills to prove it. Why would we do this if we never even call long distance on our phone? I pay my bills and try to follow the rules, but I am not going to pay this money to them. I will protest this and fight this to the end until they leave me alone. We had a year left they said and that's weird. If I kept the service, I would have paid the same amount as the fee but I would still have the service.

They are lying. They said that they don't have any note on the fact that I don't have to pay. How do they still have the notes from 4 years ago that I got a computer? I will testify in court. I will fight this until the end.

Talked to irritable customer service rep who told me that the price was only good for 1 year and I was told that verbally when I signed up on the phone. I told her that I was told it was a 2-year promotion at $79.99 a month... She said that's not what I was told a year ago. Supervisor got on the phone and was curt and offered no apologies or explanation. He told me that I would pay more for the next year, but only $15 more, not $35 more since the promotion discounted year 2 by $20. He said the change occurred in the cycle and next month I'd see 2 $20 credits.

I emailed the complaint center and received a message right away. The lady was respectful but told me that the contract was 2 years but the promo price was only good for 1 year so I would have to pay $35 more per month. Then she put my end date as 11/2010 ... not 2009 as written on my bill. Nothing but headaches, frustration, and a sense that the Free TV 2007 promotion was only a trap... Nothing written sent out, nothing explained, just a rep telling me that I would have a locked-in rate of $80 for 2 years.

This is a small town, but we pay our MAINTENANCE FEES like everyone else & we feel that we are being skipped over because of the size & locale of our town??? We all understand that there are always unexpected weather conditions & we live with that & accept it, but for the phones to be out here 2-3-4 times a week is getting to be too much! Nowhere else has anyone here ever seen or PAID for such BAD Service. Can something be done to improve our Phone Service?? Can we see some of our MAINTENANCE FEES at WORK??? PLEASE HELP US ALL HERE AT HAMBURG ILLINOIS, THANK YOU VERY MUCH.

However, if I ever even get the courtesy of a response to them, they just re-acknowledge the problem, tell me they need to get it to Engineering... and ANOTHER YEAR goes by... DON'T EVEN THINK ABOUT MOVING INTO ANY AREA WHERE FRONTIER COMMUNICATION IS YOUR ONLY CHOICE FOR PHONE/INTERNET SERVICES.

That call was in June, 08. I was told the new enhancements would begin around 8-4-08. Because I wasn't looking for any changes, such as caller ID before that date, I was surprised that my July bill was for $93.76, more than I was expecting, with explanations that I could not understand. I paid the bill, guessing that the charges were for uncomprehensible taxes. When my August bill was for $102.84, I was shocked! I should have called the phone company, but I was so angry that I knew I would not sound rational, and in the end Frontier would just tell me that their charges were correct. I did write an email about these charges to their Customer Service, but I never received an answer.

Now once again I have a $102.84 bill for September, due early Sept. Apparently this will be their ongoing charge, and I really can't/don't want to afford this. I'm a 63 yr. old woman on Social Security. I never make long distance calls, hardly ever use the phone. The only thing that tempted me to agree to their promotion was that it included 'caller ID', which I thought would be nice. All I want is to have my old service and charges back: basic landline phone service and DSL for $79.59.

The damages are emotional and economical. I haven't attempted to cancel this promotional service because I know Frontier will charge me the $200 termination fee. If I don't pay it, they'll discontinue my phone and internet service, and they are the only phone company in my area. I don't know if I have any legal rights, although I know this type of fee was deemed illegal in CA. Right now I think paying the fee would be cheaper than paying the additional $23.25/mo. for 2 yrs.

A few weeks later we received a phone call that was unidentified and had harassed us sexually on the phone. We called Frontier to ask if the number could be traced. Rather then saying yes or no, they told us for something like $40 dollars they could ATTEMPT to trace it. We said no and right then decided to cancel. We were told our bill was such and such and paid on the spot. That was the end of May.

Now August rolled around and we received a bill from Frontier saying we owed them $49.91 for a bill that was never received when we ended services. There is no late fee, there is no explanation. We called they sent a pile of paper work that makes NO sense to a non-employee. IF it even makes sense to them I'd be shocked. Not to mention my husband was told he was not listening by the customer service agent. The same man went on later to hang up on my husband.

Hundreds wasted on things we should have never paid for or received or had been told in the first place!

Before we canceled, a Frontier salesman came to our door and said Frontier was changing the way it does business, wants to try and make customers happy, reduce rates, etc. He talked us into a package that he assured us would lower our monthly bill by about $40 and he put it in writing on a receipt that he gave to us. But when we got our bill it had gone UP by $40 and a bunch of services we had never asked for were added. When we called Frontier the representative told us that we had added services and that there we additional fees associated with our new package. We were specifically told by the salesman that there were no extra or hidden fees and that without a question our bill would go down.

Frontier is using very deceptive practices to get customers to enter into contracts that actually cost much more than what they tell consumers to get them to sign up. We are not foolish consumers, yet we have been fooled twice by Frontier. I think these practices really need to be looked into. We have spent hours on the phone with their customer service representatives and have gotten nowhere. I'm sure we are not the only ones this is happening to. How many people are they selling these $99.99 contracts and them charging them more than $160 per month once all the extra fees are added.

When we called them today about it, they said the package they just sold us doesn't exist anymore, so when we said good that means our one-year contract must not exist they said, no, you have a contract but it's for a package that costs $160. I don't understand how they can increase the price of the contract we signed. I thought the point of a contract was to lock in the rate agreed upon. When we told them we were going to file a complaint with the Attorney General, their response was, Oh the Attorney General won't do anything.

We called them back and wanted to talk with a manager, the individuel said we were miss informed and the amount we paid only covered the dish net work bill and the amount was almost double what we needed to pay to have all services turned back on. with in a month we started getting bills from dish net work. we called frontier and asked what we needed to pay on the Dish network bill so we can have that shut off and not on are bill, the frontier rep said they canot do that and we have to pay the hole bill on the bundle. We told the rep that the last bill we paid went to Dish and not on the phone or internet, the rep said we were miss infomed.

I was finaly able to pay off all of the services which were around $420.00 Dollars. We called frontier asked how long we had on are comitment for the bundle of services, the rep said about a week. We told the rep we would like the phone services turned off after the contract was finished.The rep called us back said that it would be $200.00 dollars if they turn the service off for breaking the phone contract, or we can sign for another year and that fee would be droped. We talked with Frontier several times in the last few months and were basicly told we were miss informed, or in my eyes blatently lied to.

They would not let me pay off Dish network to have them taken off the Bill. It resulted in me almost oweing Dish $500.00 dollars for not fulfilling the contract. Also not sure what I paid in late fees. Also took several hours of overtime to get them paid off. In addition all the times we were miss informed form the Frontier rep on how much we needed to pay.

Around April 16th I went online to pay April's bill and it showed I still owed for March as well as April even though they had finally withdrawn the funds for March. I called Frontier again and the rep said no problem just go in and pay a one time fee for the month of April and then it will show you owe nothing. Ok I did that. Well I went online the end of the month to check my bank statement and it showed that Frontier had deducted for April which was good. I thought everything was finally straightened out. Well a few days later they deducted another $161 from my bank account which was March and April combined. When I went to Frontier's web site it showed I stilled owed $161.10 as well.

I called again. They don't know why this is happening and there's nothing they can do about it. Very rude and uncaring. I am on a limited income and to have $161 taken from my account means I have checks that will bounce. They say the best they can do is get me a check in one month. How can they keep withdrawing funds with no idea why it is happening. Everytime you call you have sit and wait for at least 15 min. to talk to a live person. They can never answer my questions.

This is the poorest customer service I have ever seen especially for the high cost of their service. I have canceled the online billing but I can't get them to put the money back in my account. They are rude and say there is nothing they can do. I am scared to death they will continue to take funds. They took the $161 after I had canceled the service. How do I get them to give me my money back. They have no idea what they are doing. They can't even clear my statement to showed I have paid even though I have paid twice for both months. What a nightmare.

I do not have money in my account. I know $161 does not sound like much but I truly needed this money.

I called Frontier and ZPDI

We don't get a chance to pay what we owe because we never get the actual bill. We are still getting charged for long distance when it was disconnected over 3 years ago. They refuse to explain some of the charges on our bill. We have called them to complain and ask why this is happening. We've also done it in person. They act like we don't matter. We are treated with total disrespect and we are at the end of our rope. If we could change companies we would.

This is killing our credit and we want to buy a house.

Anyway, we spent way too much time calling Frontier to resolve the issue and many times were put on hold for a l-o-n-g time--and also being told someone will call back, and no one did. Every time, you get a different person on the phone and have to explain everything all over. Each and every time, the person you speak to says they will fix everything and credit the charges back. January's bill was $174, February's bill was $199; and after complaining last week that these bills were not right, I was assured that the next bill would be okay. Well, this bill turned out to be $597! Also, California Unlimited actually cost me more than I was paying. With all the additional charges and taxes, it actually cost around $40 compared to the $35 I normally paid.

So, if any of you are thinking of signing up for Frontier DSL, make sure it works before the installer leaves your house. Otherwise you'll have to haggle with Frontier for months to undo the mess created. I shouldn't have to pay for something I never got, yet I'm still getting billed for it.

In all the years of being with Comcast and other services, I have never experienced a downsize in speed but rather free upgrades. It seems like they are trying to push me into paying for this new upgrade they did in our neighborhood that I don't want or need. I was fine with what I had. Why should I as a consumer have to worry about when a tech comes to the house that they might downsize what they set up in the first place? I have Vonage for phones that goes through the internet, and we pay only $25.00 a month and have free long distance. If we switch to Frontier, it is a lot more and also more for your long distance.

The phone bill is in my name and my husband does have authorization to talk to the company. However, my husband states he did not agree to this plan with a term of 2 years and the company states that he did. However, they do not have anything from myself or my husband in writing to substantiate this.


They are billing me for $157.08

They gave me the number of Frontier Consumer Affairs that I cannot get through to for two weeks and no one has returned my calls. They are threatening to send me to collections even though they are aware that I have a conflict with this fee.

I was told that I would get to keep my same phone number and contract when I moved to the new location. During that time I had a temporary phone at the new home as I was making some needed repairs to the home. After I moved into the home. I called Frontier. Frontier informed me that I would not be able to keep my old phone number. However they did say that I would be under the same contract I had with them.

Frontier did not perform and I was sent a $600.00 bill for early termination. I have also been sent bills from Dish Network who now say that I owe them $120.00 and I am under contract for 18 more months according to them. So to wrap things up. The temporary phone number I got at the new house I had to keep and the contract that I had with Frontier was not honored. I have had to spend over $300.00 on new buisiness cards, etc. I was told that I have to sign a new contract with Frontier or my phone, DSL and Dish Network will be shut off. At this point I have filled a complaint with the FCC and nothing has been done since I filed 2 weeks ago. I am not sure what to do at this point. And I also had to stay home on three seperate days so that they coud make repairs to their lines as I was with out service for phone a week and DSL a week. Of course I was charged for services I have not received. I am looking forward to their next bill to see what they are charging me next. Since I do not know what if any contract they say I am oblicated for now.

Its now 9 pm and im getting under 70 for my dsl speed is was upgraded to 2200 on aug 1st. Im not even getting my old dsl speed which was only 1200. not even close, they are adding more and more people everyday to dsl in my area when they know darn well what they have is not big enough to support all the customers they have, which leaves most of the people here on dial up speed on the peek hrs...This is not right.

While talking to the people on the phone i was talking with one guy and i said im not getting but 300 for my download speed, i said why are u advertising dsl speed when its not even close to what your giving us. he said up to... and i said well its not up to 2200 or anything close to what we are supposed to have.. I run a radio station here on the net and i have been unable to connect to the station or dj because of this matter. Frontier is advertising in this area about dsl, giving people upgrades when they know they cant even come close to giving them what they are paying and asking for...

Resulted in me losing time on my job, radio station and unable to do what i was supposed to do...Everyone in this town is experiencing the same problem.

When receiving the first bill Im informed that there is 2-year commitment for this promotional offer. Ive spoken to several additional personnel at the phone company and they are refusing to honor their original commitment. After speaking to a supervisor I am now informed that there may also apply a penalty for backing out of this agreement.

They also gave me a number to their hot line 800-426-6404 for their executive offices to try and negotiate an arrangement. Their hotline did not even answer my call after two tries. This is completely frustrating me and ruining my composure at work.

Do they have indiscriminate authority to deal with consumers as they wish? It is extremely frustrating to deal with large phone companies that make commitments and dont honor them just to get the consumers business.

I told her I could barely hear her and she got verbally abusive to me stating she was shouting at me. I said I don't care if you are I can barely hear you. I also explained my hearing was and is fine I have no hearing problems at all.

It ended up I said forget it as I can not hear you. I dialed the phone call without using the 10-10-457.

These items were explained as billed in behalf of OPTICOM. How is this charge justified? What is OPTICOM?

I have seen this name OPTICOM on the Consumer Complaint scam issues letters.

Please advise.

Jamese1045@citlink.net

I am retired on a small pension and cannot pay this bill.

I telephoned Frontier Communications to inquire why everyone can call us locally but we can't call them. They said that they had chosen not to expand the calling area for us and since no other company covers us locally we are just out of luck. This sounds like a monopoly. I have trouble understanding how this can be true.

We are developing a system with those outside our village that we will ring them once to let it show on their caller ID and then they call us back so that its not a long distance call. This is absurd.

Economically it costs the residents of Allen a great deal more for phone service. People that live only two miles from us can call us locally but it is a long distance call for us to call them. We have become very frustrated over this.