ronin
Thinks s/he gets paid by the post
- Joined
- Oct 21, 2003
- Messages
- 1,325
Due to a recent move, I had to cancel my service and entered Frontier's cancellation hell.
Immediately, I was charged for the next month's service although I wasn't on any kind of contract. Ignorantly, I hadn't cancelled autopay before the end of service so they took the payment for services unrendered. I spent a few hours on the phone with customer service and was advised a couple of times by different reps that the charge was being credited. It never was and no one could explain why or why not so I filed a dispute with my credit card company. After a few months, it was resolved in my favor (I believe Frontier never responded to the cc company's inquiry).
Then, I was billed again the next month. Fortunately, I had by now cancelled autopay. So, I entered customer service purgatory and went through it all again and sure enough got the same result, more or less. Finally, I got the nasty letter saying that it was going to collection and my credit score could be negatively affected.
Somewhere along the line, something that one of the service agents did resulted in a new charge for somewhat less than a full month of service and a credit for the same amount. But the other month's bill remained. After being told it was going to be removed, then it wasn't, then it was a mystery... I ended up paying the #^@ thing just to end it all.
End of story, not! Frontier never sent the shipping label and box to return the equipment as they promised when I cancelled the service, now a couple of months down the line. Guess what, I now owe $231 for unreturned equipment. So back on the horn to those helpful folks at customer disservice and requested the label and box again. Never came.
New letter with the same threat. Back on the phone. Finally got the shipping label. Box was 2 sizes too small to ship anything. Worthless. Boxed it in my own box. Dropped it off at UPS.
End of story? No, now they are claiming that they never received it. Repeat of all the above. Hours spent, bottom line, it is my responsibility to prove that I sent it. I didn't get a receipt from UPS. So I have no proof. Pull out last of hair.
Now as it happens, my wife has a nephew who works for Frontier, business side not residential, but is high enough up to get things done on occasion. Turn it over to him. Next day, sure enough the person in charge of whatever (screwing the customer?) verifies that I did return the equipment. I will be credited for the charge (it isn't taken off, I get to wait 1 or 2 business cycles for the credit to show up). Can you get collections off my back in the meantime? He contacts the person in charge of that. Sure, here's 30 days grace period. So, what? Am I supposed to be grateful for that? You aren't going to try to screw me in the next month while I wait to see if you are still going to screw me? While I am grateful for our nephew trying to help, it remains to be seen how screwed up Frontier truly is.
Anyways, maybe in a couple of months, half a year or so from when I moved, I will be out from under the Frontier leeches. Or not.
Immediately, I was charged for the next month's service although I wasn't on any kind of contract. Ignorantly, I hadn't cancelled autopay before the end of service so they took the payment for services unrendered. I spent a few hours on the phone with customer service and was advised a couple of times by different reps that the charge was being credited. It never was and no one could explain why or why not so I filed a dispute with my credit card company. After a few months, it was resolved in my favor (I believe Frontier never responded to the cc company's inquiry).
Then, I was billed again the next month. Fortunately, I had by now cancelled autopay. So, I entered customer service purgatory and went through it all again and sure enough got the same result, more or less. Finally, I got the nasty letter saying that it was going to collection and my credit score could be negatively affected.
Somewhere along the line, something that one of the service agents did resulted in a new charge for somewhat less than a full month of service and a credit for the same amount. But the other month's bill remained. After being told it was going to be removed, then it wasn't, then it was a mystery... I ended up paying the #^@ thing just to end it all.
End of story, not! Frontier never sent the shipping label and box to return the equipment as they promised when I cancelled the service, now a couple of months down the line. Guess what, I now owe $231 for unreturned equipment. So back on the horn to those helpful folks at customer disservice and requested the label and box again. Never came.
New letter with the same threat. Back on the phone. Finally got the shipping label. Box was 2 sizes too small to ship anything. Worthless. Boxed it in my own box. Dropped it off at UPS.
End of story? No, now they are claiming that they never received it. Repeat of all the above. Hours spent, bottom line, it is my responsibility to prove that I sent it. I didn't get a receipt from UPS. So I have no proof. Pull out last of hair.
Now as it happens, my wife has a nephew who works for Frontier, business side not residential, but is high enough up to get things done on occasion. Turn it over to him. Next day, sure enough the person in charge of whatever (screwing the customer?) verifies that I did return the equipment. I will be credited for the charge (it isn't taken off, I get to wait 1 or 2 business cycles for the credit to show up). Can you get collections off my back in the meantime? He contacts the person in charge of that. Sure, here's 30 days grace period. So, what? Am I supposed to be grateful for that? You aren't going to try to screw me in the next month while I wait to see if you are still going to screw me? While I am grateful for our nephew trying to help, it remains to be seen how screwed up Frontier truly is.
Anyways, maybe in a couple of months, half a year or so from when I moved, I will be out from under the Frontier leeches. Or not.