Initially when I set up service they sent me a bill. I use my bank to pay all my bills. They sent in the amount and I thought nothing of it… Until I received a late notice from Frontier. I wasn’t sure what had happened. I thought maybe the amount didn’t get sent in so I resent them a 2nd payment. Same thing. I call Frontier to straighten it out. They assure me everything is taken care of. I tell them to write all of our discussion notes on my account. They confirm they are starting a payment investigation to find out what happened to the money. “Great” I think.

Fast forward a month later I get a notice that they will shut off everything if I don’t send them payment. I’m confused now because I know I sent the payment in but I’m getting this crazy notice saying I’m delinquent so I send in a THIRD PAYMENT! They claim nothing was received. Contact the bank and they verify that ALL 3 PAYMENTS HAVE BEEN CASHED BY FRONTIER! I call Frontier and get a rep. I’m pissed. They said this was taken care of so I immediate escalate and ask for a supervisor. The rep informs me that I just need to go thru a stupid 200 step process that I ALREADY went thru with their previous incompetent idiot working the phone who DIDN’T WRITE ANY NOTES! NOTHING!

Rep tells me to hold on. Rep comes back on asking for dates of payments when I inform rep she has no clue that previous rep did the same thing that’s why I’m escalating to a supervisor who may know what’s going on. She puts me on hold a second time. Comes back again and informs me that she can’t escalate to a supervisor until I give her the dates. This is utter nonsense. I inform her that she does not require anything other than to forward my request and get me a supervisor. She hangs up on me!

I call back and get another rep. Explain the situation that just happened. Magically, this rep is able to get me a supervisor in 2 minutes! I explain all this to a supervisor and he apologizes for the rep. Then proceeds to ask if I remember the name of the person I spoke to 1 month ago. IS THIS GUY INSANE??? How many of you remember the name of the rep for your phone or cable or gas from one month ago? And a better question: why isn’t the rep name on the NOTES the rep was supposedly entering into my account on my behalf??? I inform him of this and he tells me we could get this process moving if I could just remember details (the same ones I shouldn’t be expected to remember since they should all be written down anyway!!!).

He ends up blaming me for not remembering stuff that no sane person would care to remember since it should all be in the account notes. He eventually tells me to contact my bank to get proof of payment. I get proof of payment and call back. I get another rep who tells me she’s so concerned and they’ll take care of it (Just like last time! LOL.). I ask her to find a supervisor to let them know that I’m getting delinquent notices and to pause all activity until they find my money! She says she can’t do that? WHAT??? And the worst part is: her reasons CHANGE FOR EVERY EXCUSE I EXPOSE!!!!

First she tells me she can’t find a supervisor who can do that. I inform her she’s working at a company that controls my account and OF COURSE there is a person who can do it. She just has to find him/her. She then changes her excuse to say that she knows her boss won’t do what I’m asking. I tell her then go over her head and find another supervisor who will. She then changes the excuse TWO MORE TIMES. So let’s recap. I just want a supervisor to step in and find MY MONEY THEY STOLE and then to not penalize me while the process is going on to find out what they did with my money. She gives me FOUR DIFFERENT EXCUSES and then in the end she says she’ll get the supervisor. WHAT??!!

THESE PEOPLE ARE INSANE!!!! They are utterly incompetent morons who don’t know their jobs or are poorly trained about what to do with customers. I suspect the latter. It’s a culture of incompetence because as we all know these companies don’t allow rivals to come in and compete. They pretty much have a monopoly on the services. I only have Comcast to choose from and they’re not much better.

If Google Fiber comes in, I will drop Frontier (former Fios) in a heartbeat just to get good customer service!! Lack of competition in the market is making these types of companies lazy, apathetic, and dishonest! They guys are the absolute WORST because they lie, they’re incompetent, they blame the customer for the problems they caused, they’re not accountable to their mistakes, their reps don’t know proper protocols, they’re rude and hang up on you, etc. The list goes on!