Joan Rancourt is the latest customer to deal with reported issues involving Frontier Communications.
For the past three years, NBC Connecticut Responds has received dozens of complaints that ranged from double billing to extra fees to equipment problems.
When Rancourt canceled her tv, internet, and phone service, the bills just kept coming.
“It’s been very stressful,” she said.
The Plantsville resident thought she got a great deal with Frontier’s internet service. But switching to Cox saved her more.
“We changed to save $70 a month. We’d be foolish not to,” said Rancourt.
So, she called Frontier’s customer service and the agent told her it wasn’t a problem.
“He said, ‘we’ll take care of it,’ Rancourt told NBC Connecticut.
According to Rancourt, a recurring charge still appeared on her credit card statement. She asked customer service to stop the automatic payments from her account.
“They said, well, we can’t do that. They said, you have to go to your credit card company which I did and they said that’s their responsibility,” said Rancourt.
The credit card company put a block on Rancourt’s account. Weeks later, she started getting collection notices and learned that Frontier set up two accounts under her husband’s name. She again attempted to cancel the service but says she couldn’t.
“It’s so frustrating,” said Rancourt. “It’s so frustrating.”
That prompted a call to NBC Connecticut Responds. A Frontier spokesperson told us:
“Human error led to the overcharges following Ms. Rancourt’s move to another provider. We have corrected the error and credited her for the charges while also apologizing for the mistake with her account.”
A few days later, Rancourt received a call from Frontier and a $621-credit back into her account.
“I thought it was wonderful,” said Rancort.
Over the past three years, NBC Connecticut Responds has resolved 34 complaints against Frontier communications that included overbilling, billing on a closed account, extra internet fees, poor customer service, to equipment problems.
“It’s sort of been a steady run of consumer complaints that’s worrisome to a lot of people,” said Elin Katz of the Office of Consumer Counsel.
Katz says the biggest mistake customers make is not reading their bills.
“You’re much more likely to catch an error or something that doesn’t look right,” said Katz.
If you don’t, the problem can get bigger and more difficult to resolve.
“Call the company, they have complaint numbers, they have an online complaint service,” said Katz.
Consumers can escalate a complaint by filing one with the Public Utilities Regulatory Authority, which oversees telecommunications. The state Department of Consumer Protection, Office of the Attorney General, and the Better Business Bureau are also good options.
Companies could face penalties depending on the claim.