Thursday, May 12, 2016

Frontier Phone Customers Get Help With Poor Service

TALLAHASSEE, FL.—At the request of Attorney General Pam Bondi, today Frontier Communications Corporation committed to improving communications and customer services in Florida. Attorney General Bondi met with Frontier Executives Wednesday and now the company has agreed to several changes to improve services.

“After a lengthy, productive meeting with Frontier executives, I am cautiously optimistic that Frontier disruptions in services will be quickly resolved,” said Attorney General Bondi. “However, my office will continue to work with the company on each consumer complaint until they are all appropriately addressed.”

Frontier executives agreed to the following:
· Frontier Communications will immediately prioritize addressing complaints regarding seniors and medically disadvantaged individuals;

· A new Florida-based customer service number, (888) 457-4110, has been established that will be answered by live representatives from 7 a.m. to 11 p.m. The company also has set up a Chat Live platform for those able to go online;

· Frontier has instituted a “SWAT Team” to coordinate the rapid response to customer escalations and service outages; and

· Every customer who reported any out of service issue will be given a credit. The credit will be reflected on the customer’s bill no later than the end of June with no contact necessary with the company to receive this credit.

In a letter sent by Attorney General Bondi to Frontier’s CEO on Monday, the Attorney General outlined the serious service disruptions being reported to our office by Frontier customers. Customers complained of lost access to essential 911 services due to no phone service, lost internet service, extended waiting periods on customer service lines, missed service appointments, and no automatic billing credits for customers who lost service. To view the letter, click here.

At the meeting, Frontier provided the Attorney General with a written response to her letter addressing many of these issues. To view Frontier’s response, click here.

From March 29, through 10 a.m. today, the Attorney General’s Office has received 721 complaints about Frontier. The office is forwarding each of the complaints to the company as they are received.

Any Frontier customers experiencing problems can file a complaint with the Florida Attorney General’s Office by visiting or calling (866) 9NO-SCAM.

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