The whole ordeal began approx. 2 months before date listed. My husband contacted frontier for internet service for my son... For college. We were told that he would have service in approx 2 weeks— we asked that they call the day before just to make sure we knew they were coming. We recieved NO CALL... We called and the rep had a hard time finding our information but then found it and said we would get service within so many days... Again... No call no show. Finally after numerous phone calls and many hours spend on hold "waiting" I was told that Frontier couldn't offer wireless on the block where my son lived and that our order had been kicked out of the system was the reason we weren't contacted. I thought at least we finally found out.
We then contact DISH network — they too offered Frontier, we told them of the troubles of before but they Assured us they could do it. They put in the DISH right away but said we'd have to wait a for Frontier to contact us. Frontier contacted us and said it would be a couple of weeks for internet and that Credit Card would not be charged until After service was put in. The credit card was charged right away and once again we got no call and had to go through Numerous Phone Calls and Numerous Hours on hold by Frontier. The first several calls were met with You went through DISH we can't even see your information etc etc etc. They told us again they would get to us... Even after we mentioned the whole previous ordeal. Finally again we were told Frontier couldn't provide wireless service on my sons block. I explained about the credit card charge, was placed on hold over and over numerous times for hours (no excategeration). People with patronizing tones that assured me that I would have MY money within a couple of weeks.
I asked for supervisors, was told I could leave them a message. No one knew the name of anyone over their supervisor. I asked what more can I do, what about a Regionial Supervisor etc. I'm sure hoping I'd hang up due to frustration of being on hold and I Would get my money in about 14 days. It has been over 5 months. Now I have a promise of a call back tomorrow because of course no one's in that can assist me in getting my money! I asked the Exculations Department person who was her boss, she only knew It was Drew. But finally did tell me that Kent Arnold was the Regional Person in charge. Other names I spoke with only to name a few, and of course no real identifing names: Lisa Customer Service ext 8234 Supervisor-Heather W. At ext. 8319. I could leave a voice mail with her. Teresa Refund Department. Nancy ext 6138.
FRONTIER would cut off any service I had if I told them to wait for their money and most defiantly would Not wait over 5 months and most certainly would Not spend hours of phone time on hold to get no Results! Although its a Small amount of money. It only takes a small amount of money here and there from customers like me to really make some profit build up for Frontier. I'm sure the Attorney General will be interested in this ordeal. I have talked to enough people that do NOT have any power to do anything. I want to speak with someone that can put MY money back in my hand!
Next Stop Attorney General, FB, Blog. Any way to communicate my ordeal with FRONTIER.
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