Frontier Senior Vice President and General Manager Paul Quick told NBC Connecticut that any Connecticut customer facing billing discrepancies should go to him directly.
“They are more than welcome to reach out to me anytime,” said Quick.
"My email address is firstname.lastname@example.org. They can reach out to me anytime and we will get the issue solved.”
His offer comes after some customers found repeated errors on their Frontier bills—mistakes that overcharged people anywhere from $20 to several hundred dollars.
“It’s just ridiculous,” said Frontier user Eilyn Nieves. “I mean, it’s gotten to the point where the bill keeps rising every month even though I was told I was in a promotional offer.”
Nieves usually pays between $115 to 125 a month but over the past three months, Frontier has overcharged her by $102.
She said she has called Frontier after each of those bills and various agents promised they would fix the problem.
When her May statement arrived, it said she owed $171—roughly $50 more than a normal bill.
“It’s ironic that the company is a communication company but they [do] not communicate,” said Nieves, who soon after reached out to NBC Connecticut Responds.
“I’m happy with the company, with the business, with the actual services,” she said about Frontier. “It’s just the billing that really bothers me. And I know there’s a lot of people that are going through this.”
Despite the complaints, Quick told us his team is committed to solving issues as quickly as possible.
“I know we’re solving problems here,” said Quick. “We are hitting all of our commitments.”
NBC Connecticut Responds asked Frontier about Nieves’ bill. The company immediately issued her a credit for every month she overpaid and assures her June bill will be adjusted accordingly.
“If you’re gonna say something you promised, keep it,” said Nieves. “If not, don’t bother.”