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Frontier Communications Corp. complaints

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1300 Columbus-Sandusky Road N. c/o Customer Relations
Marion, OH 43302 | Get Directions

(585) 777-1000

http://www.frontier.com

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Total Amount in Dispute:
$22,507.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

92 complaints against Frontier Communications Corp. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
90	Unanswered

92 complaints against Frontier Communications Corp.

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4/22/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $205.00 Amount Settled: $0.00

Customer Complaint

3/26/2025

Oct 14th of 2024 I called frontier to have my service disconnected. I was asked why and I said price was the issue and I was told maybe they could work with me and I said I already had another provider installing new internet as we spoke. I was informed that the way billing worked I would have to pay the next bill which I did I mailed a check Nov 1st for 102.00. Then I started getting more bills so I contacted them 5 different times and was promised calls or emails about revolving the issue but I never received anything from them. Everyone of the 5 people people I talked to at frontier told me that they could see on the computer where I requested my service be disconnected the 14th of October but apparently someone didn't do there job. That is not my fault that my request was granted. Now they have turned it over to a collection agency. I tried to touch base with them again but my account is closed and without an account I can't talk to anyone. I don't know what else to do. The collection agency told me I should talk to them again but I can't get through since the account is closed. Thank you any help would be appreciated. Resolution Sought I would like that they honor my request that I made the 14th of Oct and drop the whole thing. I'm an honest person and I pay my bills. They are trying to collect something I don't owe just because one of their workers didn't do there job.

Company Response

4/22/2025

per consumer: I contacted the collection agency and they told me the matter had been dropped. They said Frontier had finally agreed that I was right and did not owe them anything

3/23/2025

RESPONSE: Complaint was not answered Amount in Dispute: $50.00 Amount Settled: $0.00

Customer Complaint

2/25/2025

I canceled my services today after a loyal customer for more than 10 years with a modem that was very old as well. Nowhere can I find where I agreed to pay a $50 restocking fee back then I would like to see the papers where I agreed to pay a $50 restocking fee when talking to a supervisor they told me that it may not have been that way when I originally signed up, but I would've gotten emails. Let me know that after the fact, I don't recall ever opening or reading any of these Resolution Sought My credit for the $50 as well as some compensation for the over hour I was on the phone waiting to talk to a supervisor

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