I called Frontier to inquire about canceling my services the beginning of May 2018 since I had an upcoming move planned. The agent told me I could cancel whenever I wanted and the bill would be prorated accordingly. I decided to cancel that day in order to save some money. After the move, I noticed my bill online was for the full amount and not prorated. I called back and a second agent told me not to worry about it. I was instructed to ignore the online bill and wait for something in the mail. A few weeks later I had still not received a bill in the mail and the online amount was still reflecting the full month's amount. I called again and spoke to a third agent. The agent instructed me everything was okay and sometimes it takes a while for the prorated bill to come. I was told to sit tight. Finally, just this week I received a letter in the mail that said my bill (for the full amount) was overdue and sent to Frontier collections. Surely, I thought this must be a mistake so I called for a fourth time. This time the agent I spoke to immediately said they never prorate a bill and I would need to pay the full amount. I was then transferred to a supervisor who repeated the same thing. The Frontier supervisor did not care that I was told by 3 previous agents that I would be getting a prorated bill or that I canceled my services early (going without services for a portion of the month) for the sole purpose of saving money. The supervisor offered no compensation for their mistake and said there was no further action I could take to remedy this issue. In order to avoid damage to my credit, I sent the check for the full amount yesterday.
Terrible customer service and some very shady practices. No bueno.
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