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Hi,

My name is Sara Pardey and I have tried TWICE now, to set up service with Frontier. The first time, I was charged an $84.00 deposit based on my credit rating. I was told the internet would be hard-wired and NOT Satellite. I required this due to a job opportunity potentially working from home. The date of install came, and I left work early in order to meet up with the tech....whom never came. I spoke with customer service, they called me a half hour before install to let me know that a tech would not be coming and that they do not offer hard-wired internet in my area. I was told by a CSR (GiGi) via chat that those services were available when I signed up for service. I was told on NUMEROUS occasions the connection was hard-wired with any rep I spoke with.

I lost the job opportunity because I was scheduled to test my PC with the company that night, and I was not hooked up.

I waited for my refund of my original deposit to set up service again.

Then, I set up ANOTHER order with Karmen. I was told by her that she would waive my deposit due to the hassle I had dealt with. Keep in mind, I did not ASK for this, it was offered to me. Install was set up for yesterday 11/17, after 4pm. I was told a tech would call me an hour before arrival. I left work early, AGAIN. Only to get home and find no tech was coming. I was told my order had been 'put on hold due to an old order' still lingering in the system. (This confused me since I got a conformation email stating that my 1st order was cancelled). I was told that I would receive a call back after the rep spoke with dispatch. I received a call back, but missed that call. I then went on chat today, and spoke with Kayci, who was extremely slow at responding and not very helpful at all. She told me that my order was on hold because I did not pay a deposit. (Remember Karmen promised it would be waived) I requested a supervisor, Shelly, and explained to her that she could review the chat history with Karmen and see that I was told the deposit would be waived. I told her I understood now that a CSR did not have the authority to waive a deposit, but explained that this was promised to me. After she demeaned me by basically telling me that because I have bad credit, I would have to pay the deposit.

I asked the supervisor, Shelly, to please send a transcript of Karmen and I's conversation to my email. (As it has always been offered to me after ending a chat). She then told me that she could not do that because of "policy". I found that odd. I also found it odd, that all of a sudden after I asked for the chat with Karmen, that the option to save my current chat with Shelly had been disabled. So, I copy and pasted it and saved it.

This is absolutely unacceptable, and unfair. I have been treated like garbage throughout all of this. Every time I call customer service I am told something completely different than the time prior. I have now left work early, with no pay, twice. As well as lost 2 job opportunity's because of this. Another company asked me to test my PC last night, when I SHOULD have been hooked up and ready to go. I was unable to do so.


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