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Frontier Billing Nightmare (warning for cord cutters)

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Frontier Billing Nightmare (warning for cord cutters)

Old 05-25-2018, 08:36 AM
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Default Frontier Billing Nightmare (warning for cord cutters)

I hate this F'ing company with a passion. Back in December I turned off TV service and mailed back two DVR/Cable boxes. Frontier mails me a prepaid UPS box, I put both cable boxes and remotes in and dropped it off at UPS. January bill comes and shows a $100 unreturned equipment fee. So I call customer service with the UPS tracking number in hand and they claimed at first that only one DVR was in the box. So after getting put on hold and bounced around for another hour rep says they were able to verify that both DVRs were returned and they'll remove the $100 fee. Then the February bill arrives with a $100 equipment fee on it. I call and get the "well take care of it......pay the balance minus $100." Same thing happens in March and April.

Not surprisingly I just got the May bill today with now a $100 "past due" balance. No mention of the lost equipment fee. I get a complete moron on the phone who says she can't see anything in her system about lost equipment and tells me I haven't been paying the correct bill amount. Some quick 2nd grade math would have told her I've been paying it just minus the $100. So we argue about that and she finally goes "Oh I see what you're saying" and I get put on hold for 20 minutes. She comes back on the line and assures me the $100 fee will be removed. Ya, right. Just like the last 5 times I've had to call. Their call center is totally incompetent.

So, if you are going to mail back anything to these idiots take a photo of the DVRs serial numbers or actually return them to a retail location and get a receipt. Or save yourself even more hassle and avoid this company entirely.

Last edited by 23Dorado; 05-25-2018 at 10:20 AM.
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Old 05-25-2018, 08:54 AM
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Comcast is just as bad. When we cut the cord with them, I drove an hour and a half to one of their "service centers" to return my equipment. Still got an equipment rental fee for three months. Endless calls and promises of clearing the bill went of for two more months before I ended up having to send a cease and desist letter from an attorney friend with a copy of the receipt. THAT stopped them. I guess that's what happens when a company's billing is in one country, their customer service is in another and their equipment is in yet another country. Or that there are enough people out there who just pay whatever their cable company sends them without looking at their bill to make it worthwhile for them to keep sending them out.

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Old 05-25-2018, 09:04 AM
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Originally Posted by 23Dorado View Post
I hate this F'ing company with a passion. Back in December I turned off TV service and mailed back two DVR/Cable boxes. Frontier mails me a prepaid UPS box, I put both cable boxes and remotes in and dropped it off at UPS. January bill comes and shows a $100 unreturned equipment fee. So I call customer service with the UPS tracking number in hand and they claimed at first that only one DVR was in the box. So after getting put on hold and bounced around for another hour rep says they were able to verify that both DVRs were returned and they'll remove the $100 fee. Then the February bill arrives with a $100 equipment fee on it. I call and get the "well take care of it......pay the balance minus $100." Same thing happens in March and April.

Not surprisingly I just got the May bill today with now a $100 "past due" balance. No mention of the lost equipment fee. I get a complete moron on the phone who says she can't see anything in her system about lost equipment and tells me I haven't been paying the correct bill amount. Some quick 2rd grade math would have told her I've been paying it just minus the $100. So we argue about that and she finally goes "Oh I see what you're saying" and I get put on hold for 20 minutes. She comes back on the line and assures me the $100 fee will be removed. Ya, right. Just like the last 5 times I've had to call. Their call center is totally incompetent.

So, if you are going to mail back anything to these idiots take a photo of the DVRs serial numbers or actually return them to a retail location and get a receipt. Or save yourself even more hassle and avoid this company entirely.
Is that new 2rd grade math?
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Old 05-25-2018, 10:39 AM
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Had the runaround when I canceled my TWC account. Sent me to collections for not paying my bill even though I had canceled and turned in the equipment. Called customer service and was told I had to wait a week to talk to some boss or something that wasn't there right now. So I filed a complaint with the BBB with all details, call dates and times, etc. and had the issue resolved the same day.
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Old 05-25-2018, 11:04 AM
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At our Texas house I ordered Spectrum internet - was Frontier. Guy shows up and hooks it up, and leaves. 5 minutes later it stops working. I try everything before calling to have the guy come back. They said I had to schedule a new appointment and pay for it - and it would be 2 to 3 weeks. I immediately cancelled the service. Never paid a dime, but ended up getting a check from them for $70. Haven't heard a word since, and I cashed the check. Customer service is almost dead. As are most people's brains.
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Old 05-26-2018, 02:15 PM
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Customer service hits New lows. Sad
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Old 05-26-2018, 11:25 PM
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Just recently had an underground box of their's, lid completely completely cave in, like loose a Rave 4 in it. They said not theirs. Called back and said children in the neighbor hood and its on my property and we both would get sued. Repaired in 4 hrs.
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Old 05-27-2018, 12:30 AM
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They would have pulled something similar even if you handed it to them
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Old 05-27-2018, 03:46 AM
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Always save your return receipt from UPS or the post office.
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Old 05-27-2018, 05:06 AM
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Originally Posted by natecert View Post
Just recently had an underground box of their's, lid completely completely cave in, like loose a Rave 4 in it. They said not theirs. Called back and said children in the neighbor hood and its on my property and we both would get sued. Repaired in 4 hrs.
Big mistake.

You should have filled the box with sand, for the safety of the children of course, before calling about the problem...or maybe filled it with concrete. It is on your property, after all.
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Old 05-27-2018, 08:25 AM
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Originally Posted by yarcraft91 View Post
Big mistake.

You should have filled the box with sand, for the safety of the children of course, before calling about the problem...or maybe filled it with concrete. It is on your property, after all.
I covered it with 1/2 ply wood and warned all the local parents............................
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Old 05-27-2018, 08:55 AM
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you really want a billing nightmare, try getting Sirius to cancel a service subscription and stop billing your credit card.
I'll never do that again.
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Old 05-29-2018, 10:18 AM
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Originally Posted by Wingnutt View Post
Comcast is just as bad. When we cut the cord with them, I drove an hour and a half to one of their "service centers" to return my equipment. Still got an equipment rental fee for three months...
I fought them for months. They kept messing with my rates, so I returned all the equipment at a service center. I knew i was in trouble when not only was there bullet-proof glass at the counter, but someone in line ahead of me threw a handful of pennies at them and yelled, "THERE. ARE YOU HAPPY NOW?"

They sent me a bill for an HD box. I called and explained that my bills prove that I didn't have HD service nor a box. I kid you not, the response was: "well, we'll look in our warehouse, and if we find the box, we'll credit you".

The sad part is, they're miles better than DirecTV / AT&T.
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Old 05-29-2018, 11:27 AM
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The reason is they don't need our business. Plain and simple. Talked to an old director at xfinity/comcast/twc and said since they are most likely only one of the two cable/internet providers in the area they can withstand losing the business as more sign up each day. Until they are allowed more competition it will only get worse. Now you guys still want net neutrality?
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Old 05-29-2018, 11:36 AM
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Yes i want net neutrality
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