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Business Profile

Electric Companies

Frontier Utilities, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electric Companies.

Complaints

Customer Complaints Summary

  • 75 total complaints in the last 3 years.
  • 19 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/07/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to file a formal complaint regarding persistent issues with the billing practices and customer service provided by ********************'m constantly receiving bills that my account is past due but when I look up my account it's actually current and zero balance to. I have called customer service to get this resolved but they constantly give me the runaround I'm able to get it resolved. They have submitted several payments to my bank account which have caused overdraft fees due to them not having permission to submit these payments. I will like for frontier to let me out of my contract without fees so that I may sign up with the reputable utility company who takes responsibility for their actions and does not give customers grief and false false billing anxiety. I'd like for any fees and have been applied to my account to be credited back to me and for the $60 in overdraft fees to be back to my bank account. I would like to be released from this contract, I would like no further or contact from this company.

    Business Response

    Date: 07/11/2025

    Good afternoon,

    Please see the attached response to Complaint *********** -****** *******.

    Thank you,

    Frontier Utilities

  • Initial Complaint

    Date:07/03/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Dear Frontier Utilities,My electricity service ended on June 9, 2025, and my final bill dated June 12, 2025, reflected a credit balance of $248.60. I contacted Frontier Utilities on June 24, 2025, to request a refund of this balance. During that call, I was informed the refund had already been issued to over 15 prepaid cards I had previously used for payments. I explained that I no longer had access to those cards and requested the refund be issued via check instead.I spoke with a supervisor named Yoiner, referencing ticket number D51268580945VCEDAF17264. He assured me the funds would be reprocessed and mailed by check within 15 days. He also mentioned I might see the refund in my account within 3 days, followed by the physical check. He confirmed this after speaking directly with the back-office team. The call was recorded, and I was told there was no need to ******** of today, July 2, 2025, I have not seen any activity in my account and have not received a check. I followed up with another supervisor who informed me this refund method was not possible, contradicting what I was previously ******* a result of the refund being issued to multiple inaccessible prepaid cards, I have lost part of my balance. Specifically, $9.99 was refunded to a card ending in 9618, which expired on June 30, 2025just days after my request and before any refund could be retrieved. I have attached a screenshot of the card clearly showing the expiration date. Additionally, a refund of exactly $0.01 was sent to a card ending in 3215, which is unusable.I respectfully request that Frontier Utilities resolve this issue by crediting $10.00 to my account (#********* to compensate for the $9.99 refund to the expired card and the unusable $0.01.Thank you for your attention to this matter. I look forward to your prompt response and resolution.Sincerely,******* *******

    Business Response

    Date: 07/11/2025

    Good morning,

    Please see the attached response for Complaint ID: ******** -******* *******

    Thank you,

    Frontier Utilities

  • Initial Complaint

    Date:05/13/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I moved from ***** to ******** in March of 2024. In January of 2025 I rented my home at this address to another party. My contracted ended early with Frontier because I moved out of their service area. My renters selected a different company for their electricity. Without being asked by either me or my renters, Frontier somehow deleted that new company and resumed their services. After my renters realized this after getting their power turned off for non-payment because they didn't know Frontier had illegally taken over the account, they returned to their original power company. When I first spoke with Frontier about this by phone they acknowledged the error, and corrected their mistake. They told me that there may be a balance on the account sent to me but to call them if that occurred and they would zero out that balance, and to tell the *** I speak to at that time to read all the notes as the info is there. When I received a bill for the short time they had the account illegaly, I called as instructed and they said there were no notes, and I owed them *****. I have explained this to them 3 times now, and they continue to harass me and threaten to send me to collections and harm my credit ***ort.

    Business Response

    Date: 05/15/2025

    Good morning,

    Please find the attached response to Complaint ID: ******** -***** ******.

    Thank you,

    Frontier Utilities 

  • Initial Complaint

    Date:04/07/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This was by far the worst experience Ive had with an energy company. I just moved & thankfully was able to switch over to a much better, responsible, & actually accommodating company. I went from paying $200+ for under 700 square feet to paying under $100 for 1000 square feet. I previously lived in a 1 bed 1 bath apartment, (as I mentioned) less than 700 square feet. With this company, I consistently paid more than $200 each month, which is ridiculous. That is more than my parents *********** live in a 3 bed 2 bath house in the same area. I moved out in ************ charged me $276.70. I was only in the apartment from the 1st-15th. I had my service canceled on the 16th. So how is the bill that high?? Absolutely horrible & I would recommend literally any other company than Frontier. Their customer service is terrible & failed to address my concerns. I was redirected 6-7 times, probably because the agents I spoke to couldnt come up with an explanation either. When I called to schedule my service to be canceled, I was suddenly offered a cheaper rate. Why does it take me canceling to get a better rate? I have tried to receive a legitimate answer & still havent.

    Business Response

    Date: 04/11/2025

    Good afternoon,

    Please see the attached response for Complaint ID: ******** -***** *******.

    Thank you,

    Frontier Utilities 

     

  • Initial Complaint

    Date:02/16/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Frontier is not processing payments received in a timely manner, resulting in late fees. I pay each month through my bank's online bill pay, make sure payment received well before due date, yet last three months in a row Frontier says payment late. Called this month before due date, explained they had received payment already, was told they would open an investigation, not charge late fee, but once again theres a late fee. I have never had any issues paying through my bank in over ten years, but last three months in a row had an issue with Frontier. They are taking a extended amount of time to process payments received.

    Business Response

    Date: 02/18/2025

    Good morning/afternoon,

    Attached is the response to BBB Complaint ID: ********.

    Thank you,

    Frontier Utilities
    Office of the President

    Customer Answer

    Date: 02/19/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve 

    Business failed to take responsibility, blamed my bank and US postal. I believe the issue of Frontier failing to process payments received in a timely manner will continue, as this months payment shows delivered by my bank, yet once again Frontier shows it not received. Payment shows delivered on 2/14, not due till 28th. As of today, 2/19, Frontier still shows not received. Of all the bills paid thru my bank every month, all are received on time, just not Frontiers4 months in a row as well

    Regards,


     


    Business Response

    Date: 02/20/2025

    Good morining,

    Attached is the response to the rejection for BBB Complaint ID: ********. To protect our customer's privacy, ****************** sent a detailed follow-up email to the customer directly.

    Thank you,

    Frontier Utilities
    Office of the President

  • Initial Complaint

    Date:02/13/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ******** Name: ****** ***** ***** Service Address: ********************************************************************************* ESIID: 1008901023806048150100-CLOSED i want to draw your kind attention that we just moveon from frontier to txu and there was littile time has short to the agreement with the companuy for service but due to they are not reliable to showup the useance and excess however we are not satisfied with there servive even we had with them since last three year we switch over to frontire to *** ,so they charged us early breakup of agreement and that i had paid by negotiating with them but with surprise I didn't received bill and they just send me the statement of past due of the servive that have diffrent address which was my resident before three year and i paid all bills regulerly on due date so i couldnot get the staement of past bill ,so by wrong way they collected the money from me USD 149:07,so they have to send me the invoice fro early agreement breakup charges of the service at my current address or refund this is a cheating ,i have already attached the statement

    Business Response

    Date: 02/19/2025

    Good morning,

    Please see the attached response to Complaint ID: ******** -*********** *****.

    Thank you,

    Frontier Utilities

    Office of the President

  • Initial Complaint

    Date:02/03/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I cancelled my utility service after my 12 month contract with the company as I went into military service. I was recently charged $54 for the month of December. However, my service was set to be cancelled for early November. I have tried reaching out to them several times but the customer service number only sends a link to a chat bot which has not been helpful at all despite several attempts to speak to someone about the issue.

    Business Response

    Date: 02/12/2025

    Good morning,

    Please see the attached response to Complaint ID: ******** -Sage *********.

    Thank you,

    Frontier Utilities

    Office of the President

  • Initial Complaint

    Date:12/11/2024

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This business renewed a contract under my name without permission and is pending payments for services I NEVER AUTHORIZED. my service was scheduled to terminate October 24th, 2024 and was renewed without my permission causing bill charges till todays date that I WILL NOT PAY.

    Business Response

    Date: 12/13/2024

    Good afternoon,

    Attached is the response to BBB Complaint ID: ********.

    Thank you,

    Frontier Utilities
    Office of the President

  • Initial Complaint

    Date:11/02/2024

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Friday November 1st I elected to start service for my electricity provider. When I signed up I was informed that my power would be on by 9pm that day. I had to jump through hoops to initiate service with them as they stated there was an outstanding balance for my home. I have never had an account with this company before so I knew that was incorrect. At 7:36 pm I called the company again inquiring about my service startup and they assured me it would be on by 9 pm. The next morning I still had no power so I phoned them asking why my power wasnt on. They would me a message was sent to my account stating it was rejected as there was a request for power shut off for a move-out. I informed them that there hadnt been any power in the home for the last week so no one couldve called for that. When I told them I never received a message regarding rejection they stated I wouldnt have and it was sent to them at 8:20 pm on the 1st. They then told me they would send in a high priority request to start service. It is now 9:47 pm and I still have no power. When I reached out to ***** they stated they never received any request for a start of power from anyone and its not showing in associated with any provider. I check my account on ****************** and its showing account closed. I will be terminating this contract and I refuse to pay any early cancellation fees as I clearly dont have a contract nor have I received services. My

    Business Response

    Date: 11/05/2024

    Good morning,

    Please see the attached response to Complaint ID: ******** -******* *******.

    Thank you,

    Frontier Utilities

    Office of the President

  • Initial Complaint

    Date:10/15/2024

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 10/11/2024 a request was made to Frontier Utilities for energy services, for account ************** further investigation into the monthly fees that will be charged, I decided to utilize the 3 business day rescission period to cancel the request. I have received an email from customer service saying they received the request and that it can take up to 45 days to rescind the order.Frontier is blocking another servicer from providing utility services to my home.

    Business Response

    Date: 10/18/2024

    Good afternoon,

    Please see the attached response for Complaint ID: ******** -******* ******

     

    Thank you,

    Frontier Utilities

    Office of the President

    Customer Answer

    Date: 10/22/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



     

Frontier Utilities, LLC is NOT a BBB Accredited Business.

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