2 Months in and Underwhelmed by Customer Service
I have only been using Frontier for about 2 months now, and the service itself has been adequate. However, the customer service, online interface, and billing process have all been negative thus far. I had to call (2) separate times in one week to update my contact phone # since that function is not available on the online portal. The second time, they input a nine digit # and I had to call back to have it updated again.
Regarding billing, I have autopay set-up, which drafts on the day the bill is due. An invoice was issued earlier on the same morning, reflecting that I had not paid my previous bill even, though it auto-paid later that same day. The online portal shows the Invoice as unpaid, but the Paid status shows it as paid, and I confirmed that it was paid over the phone. Both misleading and confusing how the (2) different tabs on the online portal show different information. Also, I don't understand why an invoice would be issued prior to the auto-pay on the same day, making it appear as though the customer was late on the previous month's payment.
Finally, there was an overlap in service between my apartment and home, so I was paying for both locations at the same time, and had requested a specific cut-off date for the apartment at the time of setup; we were not told that any additional information or requests would be required for this future transaction. I called back, after that date to confirm that service had been cut-off to the apartment, and it had not and customer service had no notes or recollection of this conversation. They claim to have put in the request, but insisted that I would receive a paper copy of the transaction in the mail, as opposed to an email (which they have on file). At this point, I have limited trust that they will complete these actions correctly, and in a timely fashion. Which will most likely require more phone calls and more frustration.
To sum up, the electricity itself has been fine, but any human/website interaction so far with this company has been very disappointing and frustrating. ”
responds May 26th, 2017:
Hi Jen. Thank you for your feedback. I want to reach to you regarding your concerns with the online portal. I understand this has been very frustrating for you and I do apologize. I would like to speak with you further. Would you mind providing me with your account number and a good contact number please? Thank you. ”