• Report: #919884
Complaint Review:

Frontier Communications

  • Submitted: Mon, July 30, 2012
  • Updated: Mon, July 30, 2012

  • Reported By: IrritatedinIL — Sycamore Illinois United States of America
Frontier Communications
Internet United States of America

Frontier Communications Refusal to Cancel Internet

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I signed up for a bundle package with Verizon back in June of 2010. The internet speeds were great, we loved our phone and DirecTv service too.  We never had any problems with our service, if we had to call customer service, they answered right away and were very helpful. A couple months after we signed up for a 2 year contract, Frontier came in and took over Verizon in our area. We were not given a choice, and were forced to accept the new company, since we had just signed up and Frontier refused to let us out of the contract. 

Our prices went up, even though we got several letters from Verizon promising they wouldn't. We even got letters from Frontier saying our prices wouldn't change. We went from paying around $80 a month to $120 within 2 months after Frontier took over. Every time I asked why, they told me that my bill had never changed, that my package stayed the same. I had bill after bill with the differences in rates, but no one at Frontier would listen. 

After the rates went up, the phone service started getting worse. There was static in the line that they couldn't fix. They claimed that my apartment building was too old and wanted to charge us to replace wiring that they were responsible for maintaining. They claimed that my landlord would have to pay the bill then, if I refused. I was told several times that this wasn't their fault that Verizon hadn't maintained the lines, and that they were going to have to charge us to fix it. They never fixed the phone lines, so I canceled our phone line and kept the internet and TV through DirecTv. 

Several months after the phone line was disconnected, our internet speeds started lagging. We called for service and were told there was nothing wrong with the internet speeds, and that I must have a virus on my computer. Keep in mind, we have 4 different computers, one of them brand new. I ran internet speed tests at different times, had all of my computers checked for viruses, did everything they told me to, and the speeds continued to slow down. At one point, we were getting speeds that would have been faster had we used dial-up.  Finally after months of complaining, they sent a tech out to check the lines. Of course, there were no problems. It was again, a problem with my computer. 

After calling and complaining over a dozen times about various issues, I got tired of dealing with it. I contacted Comcast. They came out and checked the SAME lines, said there was nothing wrong with them, set up my new internet service, for half the price, and I was getting double the speeds I got with Frontier. 

In April I called to cancel my service. I was told it was cancelled, given my final amount that I owed, and I assumed that was all I needed to do. I received junk mail advertising a second line to improve internet speeds, and other services from them after I canceled. In May, I received another bill. I called to complain and was told that I didn't need to worry about it, that it was an error and I could disregard it. 

In June and July I again received bills from Frontier, showing new charges in addition to a past due amount they told me, and I assumed, was not my responsibility, according to each CSR I talked to. 

I just got off the phone with them, yet again, after talking to 3 different people, and apparently my account was never cancelled, they just kept billing me. Even though they have a record of when I called in, and when the internet went dormant from not being used, they refuse to talk to me, they tell me repeatedly that I need to pay my bill. When I tell them the amount is wrong, they tell me it is correct, and they never got any notice from me that I called to cancel it. I have sent emails, I have made phone calls, and now they are continuing to bill me for a service I haven't even used since March!!! 

This company has the worst products, the worst customer service reps, and their supervisors hang up on you the minute you tell them you are not paying a bill that you didn't incur charges for. And they wonder why people cancel their service...

This report was posted on Ripoff Report on 07/30/2012 05:03 PM and is a permanent record located here: http://www.ripoffreport.com/reports/frontier-communications/internet/frontier-communications-refusal-to-cancel-internet-919884. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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