Public Mediation

M.U. vs. Frontier Communications

Unacceptable Business Practice by Frontier Communications

Preco Manufacturing co. vs. Frontier Communications
401 Merritt 7, Tampa, Florida, 06851-1000, United States
Amount Involved: $1,035.39
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: 2 non-monetary items.
    • Claim #: 2933164
    • Amount Involved: 1,035.39
    • Filed On: Jun 20, 2017
    • Posted On: Jul 01, 2017
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Overcharge or billing error
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Statement of Claim
Complaints Involved (4) - View
Claimant says:
"Back in April 2016 when Verizon re-labeled themselves as Frontier,  they had been taking our payment to Verizon and issued them for the new "and improved" Frontier Communications. Verizon Wireless notified us of Disconnection unless payment was made.  When I looked at our bill carefully I noticed we had a credit of $828.94  due to the miss-allocated payments.  I have not had time to audit Verizon accounts since then but I strongly believe that Frontier took more than that.  The other bad news was they couldn't forward these funds to Verizon but would give us a refund.  I agreed to the refund and also requested a payment history report so I could clearly see for myself what funds took.

I called back to inquire about my payment history report.  After almost 45 minutes I was told the request was placed and I should be getting it soon.  I told her that we needed to call Frontier and have someone with accounting capability look at the account.  About a week later, a Frontier employee called to let us know that our long distance calling had been compromised and informed us there were calls made calls to Cuba, which we denied.  I expressed that I had already had this conversation with Verizon years back and our long distance and international calling was cancelled and I wasn’t concern about not having it.  I demanded that they remove such a service from our account and insisted we were not responsible.  The individual we talked to said we needed to secure our system by installing an anti-hacking device which our IT could do.  I expressed that we did not have someone in IT and questioned why they were imposing this expense on us whey we simply have expressed that we do not want International Calling. 

Nonetheless, they said they would forward a form which we needed to fill out in order for them to refund the "Fraudelent Calls to Cuba"  The May 2016 bill  was for $679.61 and reflected a refund amount of $655.39 which we had not received.  Again it included charges for Talk to The World which was identified by Frontier as International calling.  I had requested a month earlier that we had no interest in this feature. 

Accounting questioned this bill and brought it to my attention so I could decide what to do about the charges.  To my surprise,  Frontier managed to suck up every penny we had as credit and called it "Fraudulent calls".  Interestingly enough, we had never had international calling in our plan.   I instructed accounting to pay only the monthly charges billed; we would have to dispute the International calls to "Cuba" 

On 8/18/16 I got a call on my cell phone with a number to call regarding our account.  I called and spoke to Laporscha  at about 12: 15pm.  I was on the phone with her for 1 hour, 17 minutes and resolved nothing since customer service disconnected me when I was switched to this department.  She attempted another representative while I held on hold for another 15 minutes. No success there either.   After almost 1.5 hours of being placed on hold and so on, she admitted to me there was no way they could give me a payment history report. She went over the account and told me the refund due had been applied to the May bill.  She mentioned we had a large bill due to the calls made to Cuba.  We had a credit of $655.39 which showed up on our Statement but had not received it physically and a bundle more which by some "strange coincidence" appears as calls to Cuba and drives our May bill $679.31.  Laporscha send me copies of the invoices for me to review and said customer service was going to call me to discuss adjusting the account.  I took my cell phone with me to lunch since they would attempt to reach me there.  It was 5:21pm on the same day and customer service never got back to me. 

Frontier could not give me a payment history report for payments received so I had nothing but their invoices to go off of. September 2016 Frontier send me a disconnected notice.  I spend almost 2 hours disputing  the fact that they show a negative account because they entered a refund which they never mailed me and additionally added call showing to Cuba on my account.  They referred my account to a local source in Pomona CA: Gale Senger.  She looked into our account and said she would research the refund due.  Religiously our monthly charges were paid. Again, someone from Fraud Department contacted me to discuss securing our system.  I was furious and told them I have spend a ridiculous amount of time contacting someone to do this for us.  Every source contacted takes no interest but suggest changing out our entire system.  The fee for this from 3 sources I contacted was over $5000.  I demanded that they send a representative to our facility and do this for us.  Instead, they direct me to our customer representative, Gale.  I contacted Gale and she said she could not help.

December of 2016, Frontier send us a letter to disconnects our service. I was just so fed up with them; our account truly isn't past due.  Frontier has still not made a physical refund and had been charging monthly fees for Talk to The World, International Calling and also for late fees. I submitted a complaint with BBB on 12/9/16.  During this process, Frontier disconnected our service.  Days later, someone from Fraud Service called me and stated that they would not refund fraudulent calls unless we secured our lines but reconnected our service.  A credit of $655.39 plus Late Fees of $52.44 and $34.53 for Out of Service Credit is issued.  Yet this bill, still billed with Talk to the World.  They worked to offset the credit by adding additional $110 for reconnection fees.  And guess what, February's bill: $655.39 reversed and charged once more into our account.  Yes, the latest contact I had with Frontier wasn't a good one.  They want us to secure our system.  How can we do this as a small business when Frontier will not assist us and out of the 8 sources I have contacted, 3 did not work with our Panasonic System, 2 had no interest, and 3 of them suggested changing our entire system for never less than $5000.00.   Most recently, on 5/30/17, our phone system was again disconnected.  Our small business is hurting; currently we are operating without a landline and have email as a limited form of contact for our daily business operations.

1) I demand a refund for $655.39 plus $110 for the last reconnection fee.
2) Frontier to reconnect our lines without a reconnection fee.
3) Frontier to send a Technician to come out to our facility to secure our lines.

It would also be very nice for a Savvy attorney to take interest in formulating a Class Action Lawsuit against Frontier for its misconduct.  As Secretary for our Association, I know first hand of many whom are just as disgusted with Frontier Communications.  Maybe after a painful slap to the face, Frontier which change their ways in conducting business."
...
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What Claimant Wants Hide
Non-Cash
What By When How Much
1. Upgrade: Install device requested Jun 30, 2017 N/A
2. Reconnect our business phone lines Jun 21, 2017 N/A
Cash
1. Damages: Reconnection Jun 30, 2017 $220.00
2. Refund: Fraudulent Calls Jun 30, 2017 $655.39
3. Credit: Late fees Jun 30, 2017 $65.00
4. Service Credit Jun 30, 2017 $95.00
5. Other – Copy claim to regulators Jun 21, 2017 $14.99
6. Other – Pay for claim posting cost Jun 21, 2017 $14.99
7. Other – Physical delivery charges Jun 21, 2017 $4.99
Just make me happy!
Claimant invites Frontier Communications to make a fair offer to resolve this complaint.
Cash total : $1,070.36
Non-cash: 2 items
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from Frontier Communications. This claim will remain posted until resolved
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