Submitted by: Anonymous | Post a complaint | Back to Complaints Forum
Frontier has engaged in “negative option billing” making me pay for service I did not order nor want, I called to cancel certain features to no avail. I’ve been passed around between customer service and retention, been on the phone up to two hours only to be hung up on. I was promised a supervisor would call me back, never happened. I was in a two-year contract that I didn’t order – triple-play. when I received my first bill, I didn’t mind too much because the cost of it was almost reasonable with the exception that I was being charged for a landline. I don’t own a landline phone, never wanted one. I called to have it removed off my bill. I was told they could not remove it because it was part of the package. I told them I didn’t order a package, all I wanted was internet and tv. I asked but never received proof that I ordered triple play from Frontier. I told them they were in violation of the Communications Act by putting the burden on me to prove what I did or didn’t order.
When my 2-year contract was up, (which I didn’t personally agree to or sign), they automatically added HBO, kept billing me $6 monthly for a sports package I didn’t want and kept billing me for wifi/router rental when I had my personal equipment to use. Frontier increased my bill almost 100%. I am paying over $212 monthly for a product I originally wanted costing $80 monthly, Internet and TV. They said they couldn’t give me that package because it’s reserved for new customers. when I stated “At the risk of losing current customers?” They shrug it off saying there is nothing they can do. I have pages of documented phone conversations with who the CS person I was speaking with and their identifying CS number. I finally spoke to a gentleman who said nothing I ever complained about was documented. that felt like a slap in the face. None of my complaints, nothing about what I was disputing, nothing. Two years of conversations, all went “poof”. When I would dispute a bill and withhold payment, shortly after speaking with CS or the billing department, my service would be shut off. I have a business I run out of my house. Using the internet is vital to sustaining my income. When I get cut off late Friday afternoon, there isn’t enough time to contact the billing department. When I call, I would get a message to contact CS, M-F between 9-5. So I sit without the internet for three days. Can’t send out reports, can’t receive work requests, essentially blackmailing me to pay my bill in full and not one of the phone calls I made the following workday to dispute my bill was ever documented. Not until two weeks ago.
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