Charge/Fee Reviews

“  I signed up for frontier on the 1st ( thinking) I would have a due date of the 1st of the month or later. I called and couldnt get any help. I explained I am retired and I get paid on the 1st and pay all my bills on the 1st. Frontier first said I had to show ( proof) I was on Medicare and get paid once a month. The problem is I DONT get paid from Medicare I get paid from my employer I retired from because Im not old enough to draw Medicare yet. THEIR CUSTOMER SERVICE ALWAYS SAYS IT TAKES 24-48 HOURS TO CALL YOU BACK ABOUT A PROBLEM. EVERYTIME they call me back it says ( scam call) and they dont leave a message. Someone ( finally) called me in Nov 2020 and said they would change the due date to the 1-3rd every month and take off the late charges . Now its one month later ( December) I made my payment on the 1st like I said I would but I STILL got a notice in the mail of turning off my electric and to pay December late charge! The person I talked to in November said it would take 2 cycle dates to start paying on the 1st and she said she would take care of the late charges until my payment would start on the 1st. Well, it DIDNT happen, I had to call frontier AGAIN and they didnt even have it noted in my account they had even helped me! Now, Ive had to ask a ( supervisor) to call me AGAIN about my problem. Ive NEVER had so many problems with changing a due date to be able to pay on the 1st in my life. ALL IM ASKING IS TO LET ME OAY MY BILL ON THE 1ST WHEN I GET PAID ON THE 1ST. IVE NEVER BEEN LATE ON MY ELECTRIC BILL EVER UNTIL DEALING WITH FRONTIER. WHY ARE THEY MAKING IT SO HARD? PLEASE MAKE SURE IF YOU SIGN UP WITH THEM YOU ASK THEM WHEN WILL YOU BILL BE DUE TO BE PAID. ( I STILL NEED HELP FROM THEM SO THEY DONT CUT MY ELECTRIC OFF TODAY( DEC 10TH) 2020. I PAID ALL OF MY BILL EXCEPT THE LATE CHARGE LIKE SHE TOLD ME TO DO. THANK YOU... ”

“  >>Customer service's main purpose is to set customers up with new accounts. Was never set up with a supervisor in the multiple calls I had to have with them.
>>Website is always crashing, unavailable, lagging, or kicking you out. I usually prepare an hour just to make 3 clicks to see my bill!
>>Inhumane/immoral policies when dealing with the deceased, crisis, harsh circumstances, etc.
>>Inability to take its own accountability when it makes the mistake yet penalizes the customer by creating a new account or charging fees

(Instances of bad customer service(shown above as well): tried to switch plans on an activation date a month from the date, however was threatened with their $200 early termination fee, even when I was staying with them! Am on the 4th account just because they keep inputting the wrong zip code to my new location. In additon to creating new accounts, they've stated multiple times that I would have to pay the reinstatement fees and early termination fees for their mistakes! Plus multiple other horrid stories)

Please note the people are nice, its just the company does not allow their staff to resolve customer issues making every call/chat a terrible experience. ”

“  Total scam. In Chicago they try to sign you up in Menards. They are charging rates twice the amount you would be charged using ComEd. They charge 0.119 when
ComEd charges 0.071 per kWH. It 67 % on top of what you should be paying.
I asked them to provide me with the written contract. Did not get it from the. The bill comes from the ComED. I thought that the ComED is rising the prices but when I called ComED they said that it is a third party provider not them, who is charging me such a higher rates. I never got any letter from them. They just operate the call center and singn poeple in at WalMart, Menrads... This is a total fraud. Lack of transparancy , lack of proper billing. I filed a complain with Illinois Commerce Commision. I was told that people file the complains against NRG Retail Solution with the Illinois Commerce Commision.
If I did not call ComEd and complained about the higher rates I would be still paying high rates. The cancellation of the contract takes two billing cycles ( two months ).
They singed you in without your knowledge in one day. ”

“  The company is terrible. Charges you if your little lights spontaneously go out to come and fix the problem. The app is the only way to pay your bill without additional charge, but the app doesnt work properly so they force you to pay by phone and therefore pay additional charges. Very unethical. Dont use this company. ”

“  I signed up late 2019, they ended up canceling the preauthorized credit card on file for no good reason and then forgetting to send the bills out for several months. They did write an apology for the mess they had created but I was still hit with late fees since I had only updated the credit card info on my one account.. so instead of having one seams-less system with one account for both they have them separated and youll have to log in twice and select a different account on a little scroll down that is easy to miss.
Anyway long story short Ive spend an hour on the phone to no avail, theyll get the late fees they do badly wanted, but never my business again. ”