Frontier Utilities - Company Information

“  Had a team come to our hosue, show us paperwork and breakdown the electric / gas bill for our Duke eneregy bill. Showed us exactly how the bill would be changed, and told us to "say yes on the phone" to the people at duke to change the service.

Our bill we were told would be 20 dollars cheaper a month.... IT INCREASED BY OVER 125 a month. Considering a class action lawsuit against this company for its consumer fraud and unsafe business practices.

DO NOT DO BUSINESS WITH. ”

“  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. ”

“  I have a small studio apartment and was paying around $50 per month in the summer. In the fall it decreased to about $40 per month. Just switched to Reliant and am saving about 15 to 20 dollars per month with an energy conservative plan. ”

“  This is the worst company I have ever dealt with. The customer service is horrendous. I can go on about how they shut my power before my due date on my bill then charging me a reconnection fee to increasing my deposit by $300.00 and only giving me 2 days to do it. Just stay away. ”

“  Biling cycles consistently change without proper notification. While meter reads DO change, billing cycles should not. This ultimately leading to disconnection/reconnection fees. I would NEVER reccoment this to a friend. If you travel it is not likely that you will recieve proper notification when a disconnection notice or billing issue arises, leading to returning home with no AC and a refrigerator full of rotten food. I even called to ask if they would work with me and there was nothing they are willing to do. They claim to be an accredited business from a couple of organizations, which Im not sure how that is possible unless these so-callled business organizations operate with zero merit. ”

“  the service is bad, can't contact customer service. can't change from paperless to paper. I am not recommend to anyone ”

“  My plan with them ended, and they hit me with a 0.19 rate. Check this out. I used 341KwH in April and my bill was $62.59, then in May I used 305kWh...that's 36kWh LESS than April, and because they jacked up my rate my bill was $100.34! I'm totally not paying that, because it's taking advantage, it's usury, it's a rip off, AND because this is an 1100 sq. ft. apartment, not a 3-bedroom townhouse, and no way should my bill be that high, EVER. Especially when rates are now in the 0.089 range. Then I called and complained and they told me to call PP&L, who then told me to call Frontier, which of course makes sense since THEY are the ones responsible for this jacked up rate. And the other thing is, no advance notification of a higher rate about to be charged? They just shoot your rate up without telling you?? What kind of crap is that??? ”

“  In 45 years, I have never had my lights cut off for nonpayment. I did with this company even though I did pay and had proof. They charge multiple fees to each months bill and you cannot get anyone on the phone to talk to. Run from this company! ”

“  I bought a house back in August and the previous owners were using Frontier so I figured it would make sense at that time to use them as well. When I talked to the salesman to sign up he pushed the Frontier Saver 12 S plan. Stating that if I only use 500kWh then I would be paying 13.4 cents per kWh and my bill will only be around $60. The plan on their website also states in big font 13.4 cents per kWh. Come to find out you are locked into 18.8600 cents per kWh so I will never see their advertised 13.4 cents. Then come to find out you get a $50 discount on your bill if you use under 1000kWh, BUT if you use below 500kWh you get no discount, makes no sense what so ever! So not only will I never see the 13.4 cents kWh, I will never see a bill of $60 like I was told by the sales person. Everything was completely misleading. I don't understand why companies have to lie and mislead to get customers because they will never keep those customers once the contract that they were baited into signing will be over. ”

“  Frontier Power uses three methods to charge late fees: 1. Bills are sent late, 2. The due date for the bills are changed randomly making it hard to pay on time, 3. Payments are processed slowly causing them to appear to be late.

Over the period of 1 year, I was charged late fees 3 times: $32.39, $26.39, and $24.92. This company sends bills late, changes the dates the bills are due making it hard to make payment on time, and then is slow about processing their incoming payments in order to charge late fees. This gives the impression of being dishonest and operating a scam to overcharge customers. ”

“  Since I have a solar array, I usually don't pay attention to my electric bill since it is very low. When I got my January bill I attributed the sharp rise to the use of Christmas lights, but when I got my February bill and it was way too high I checked my bill and saw that Frontier's KWH rate was no where to be found. I called up customer service to discover that I was out of contract and being charged a "rollover rate" that was twice the rate of my incumbent supplier -JCP&L. When the customer service rep. couldn't come up with a rate that was competitive I got transferred to another rep who (after much waiting) cancelled my relationship with Frontier. ”

“  These people advertise a rate of 6.9 KWH for 1000 changing at 2000 to 14.2. What their EFL graph doesn't show you is the fine print where if you use over 1500 it goes to 14.2 for the entire usage. No discount for the 1000 rate at all.Filed complaints with PUC and the state AG for misleading practices. ”

“  sent payment in thier envelope two days later on August 6th check was cashed. on August 17th got past due notice. Called athe 18th said send cancel check to cares@frontierutilities.com. Sent copies of cancelled check. Four phone calls each longer than 30 minutes and on 8/23 got disconnection notice for the 30th. Here it is 8/24 online shows account still not paid and on wait now fo over 55 minutes. What do you think? ”

“  Began electricity service in February 2020. Signed up for Average Billing with a rate of $64.02 per month. I would pay this amount every month (even though my bill would show that I owed $200-$300), and sure as sunshine, 3 weeks later I would received a cut-off notice saying I needed to pay the total listed on the bill. I would call and point out that I am enrolled in Average Billing, at which point the Customer Service Rep would apologize and promise me that I can continue to pay my Average Billing amount each month and that I wouldn't be sent any further cut-off notices. Sure enough, I'd pay my Average Billing Amount the next month, and 3 weeks later would get a cut-off notice. I had to call them EVERY MONTH to keep my service from being cut off. I reluctantly renewed my service for another 12-month term and the same thing keeps happening. Their latest excuse is that their billing system doesn't recognize when a customer is on Average Billing and automatically sends out a cut-off notice if the bill isn't paid in full. ”

“  I have been with Frontier for about 3 years & NEVER MISSED A PAYMENT! My husband went into the hospital for his heart & stent put in 4/8 & got out 4/15. My bill was due on 4/16 & got a call from a very rude person saying is was due. I told her I just forgot & if she could take off late charges for the first time & she said SORRY, IT WAS ALREADY CHARGE, WHAT. I emailed Frontier on 4/19 & explained & told them if they did not remove this late charge I would not be coming back & would post the email I sent with no response. So here we are. This is NOT a good company to do business with, they are very cold & do not care about their customers, as you can see. ”

“  Frontier will triple your rate, after the promo, without notice. I have a letter stating my contract does not expire until April 1. Yet in January the con company tripled my rate. I have filed a complaint with the PA PUC AVOID. ”

“  attempt tp switch was painful. website difficult to navigate. after you get confirmation email and number , you never hear from them. called to confirm switch 3 times, got transferred to different departments,but never got a straight answer. Started in december 2020, switch still no happened , now it is march.
rates may be good, the rest is not. contacted another utility and got emails, letters and switch occurred in 3 days. do not use frontier. ”

“  I change electric companies 1 to 2 times per year and have done so for many years. Frontier is the ONLY company that ever gouged me for going over the contract time and staying with them. They charged me nearly $1 per KWH. Most companies will charge you the going electricity rate which can vary depending on market price...but not Frontier. I had a $500 bill for barely 500KWH. My contract had ended the month previous, because we were moving. Figuring I would just pay the going average KWH rate, I didn't bother switching. By the time I saw the bill I was 4 days into the next month....and my bill is $117 for a bit over 100KWH. Unreal. I promptly got another contract with another company. This amounts to price gouging. If you sign with Frontier, be sure to watch them like a hawk. ”

“  They loose your cancellation notice and pile on fee after fee after fee. If you attempt to call to resolve the issue, they will disconnect your call continuously or lie about calling you back after am investigation. You will never receive a call back. They also like to send out billing notices after the last day to pay without penalty yo ensure they connect late fees. Very crooked business practices and extremely poor customer service. ”

“  Forgot to pay bill by one day and I got a disconnection notice. Then when I got my next months bill I got charged a late fee plus a $20.00 fee for the disconnection notice. My payment was one day late! Run the other way dont use Frontier! ”