Frontier Communications Corporation

The following is my letter sent to the CEO, President and Director of Frontier Communications Corporation: January 7, 2019 Mr. Daniel J. McCarthy President, CEO & Director Frontier Communications Corporation 401 Merritt 7 Norwalk, Connecticut 06851 Dear Mr. McCarthy: I have been denied access to Frontier Communication Corporation’s services for cable television, Internet and phone due to Frontier’s consistent payment system failure. Frontier’s suggestion that I pay cash for a deposit is woefully inappropriate. Frontier has an F rating from the Better Business Bureau. The rating criteria is listed on BBB’s website. More than 13,000 complaints were filed with the BBB in the last three (3) years. A red warning banner appears in at the top of the BBB page for Frontier. Frontier is not BBB accredited. There are websites devoted to compiling complaints against Frontier. The most “professionally” named website is consumeraffairs.com and identifies multiple consumer complaints against Frontier, an alarming warning for persons considering Frontier. I am providing details of my unfortunate and aggravating experience whilst attempting to secure service with Frontier Communications Corporation: • I processed an online application for service on December 20, 2018. The application process failed and I made a second attempt. In both situations I was provided a system response equivalent to “oops”. • I called a toll free number to place my order. The individual I spoke with appeared to be a new employee, frequently checking procedures with her supervisor. Once order details were agreed upon, she wanted to process a credit check. I explained I had placed a credit freeze with all credit reporting agencies. • The Frontier representative asked me to authorize Equifax to remove the credit freeze to allow Frontier access to my credit history. The representative stated she would phone me after 24 hours after which time the credit check would occur.. • I called Equifax and after a lengthy interview with Equifax personnel to ensure my identity, Equifax dropped the credit freeze for a limited period of time. • I did not receive a call back from the original Frontier representative as promised. I called Frontier again on December 22, 2018 at 6:05 p.m. and spoke with representative Casey, explaining the limited period of time credit confirmation would be available and it was essential to proceed. • Casey placed the order based on a lengthy repeat discussion of the order details and appeared better informed than the original Frontier representative. Casey provided me with an identifying number of MS36833768-2, as well as a user ID and password. Casey explained that I would be required to pay Frontier one month in advance, and the payment issue fell apart in follow-up conversations with other representatives. Additionally, the credit check was successfully completed. • From December 22, 2018 to January 3, 2019 I was not contacted by Frontier except to receive a form from Frontier, a form I was not expecting. • This form was placed in an envelope and not accompanied by a letter or any explanation. The form was entitled Positive Identification Form and requested copies of personal identification such as driver’s license, passport, social security number, or birth certificate. The form required a signature to be witnessed by a Notary Public. A credit check had already been successfully completed and I was alarmed for a request for further personal information, especially without further explanation. • I contacted Frontier on January 3, 2019 and after an extended period of being placed on hold I spoke with a representative of Frontier’s Asian Call Center. • The representative could not find my application based on the order number above provided by representative Casey. • The representative stated the correct identifying number was 04 53 40 582. The representative said I did not have an order number. During the entire process discussed with several Frontier representatives I was provided with three (3) separate identification numbers. • The representative located my application based on other data and stated my account was “on hold”. I asked why. • The representative said I was required to pay $269.00 for a deposit. I explained I had not been made aware of a deposit requirement but that Casey said payment one month in advance would be requested. As you can see the conflicting information is accumulating. • I provided my American Express credit card details to process the $269.00 deposit. • Following another extended period of time of waiting on the phone, the Frontier representative stated she was unable to process the $269.00 due to an unexplained system problem. She stated she would call Frontier Collections to determine if this department could process the payment. • I was placed on hold again but when the representative returned she said she was transferring me to the Collection Department but would not be able to remain on the line. • I was placed on hold again for an extended period of time. The collection representative answered the phone and asked for my account number. The collection representative had not been briefed as promised by the Asian call center representative. The collection representative required an account number, a number I was never provided. The collection representative hung up the phone when I requested to speak to a supervisor. • Obviously the Asian call center representative was not interested in resolving the system problem and transferred me to another department in an effort to free her call line. • On this same day, January 3, 2019, I called a local Frontier retail store located on Coliseum Boulevard in Fort Wayne. • I spoke with Trisha, explaining the enumerable problems experienced in attempting to secure service from Frontier. She offered assistance even though I was “not her customer”. • Trisha was unable to process my American Express credit card, stating her system would not permit the transaction. Trisha suggested coming to the local store and pay the $269.00 in cash. • The next day, January 4, 2019, I went to the local retail store on Coliseum Boulevard and spoke again with Trisha. Trisha reviewed and confirmed some of the online data in Frontier’s system, and gathered the information for the Positive Identification Form despite her assertion I was “not her customer”. Trisha was unable to answer several questions, including an explanation for the Positive Identification requirement. • Trisha took steps to process the $269.00 deposit. The Frontier system would not process my American Express card. The problem was not with the credit card. The problem was with Frontier’s payment system, and the same problem encountered by the Asian call center representative. • Trisha admonished me as she had told me to bring cash and a cash payment would have solved the problem. Obviously using cash instead of leaving a payment trail using a credit card is risky. Cash can be misappropriated, and I would never provide a cash payment with the number of problems encountered. • I asked what resources were available to resolve the payment system problem. At that point she stated again “not her customer”. I retorted that I was a Frontier customer in front of several other customers in the store. A sassy approach to dealing with a frustrated and exasperated customer is never helpful. I was frustrated and angry and said so; however, Trisha made a couple of calls with no results. • I left the store without resolution or any advice. Frontier Communications Corporation should cease the frequent advertising mailers. These mailers seem to represent false advertising and make insincere claims. Different Frontier representatives made different statements regarding the same issue, an apparent lack of cohesive training. The suggestion to make a deposit payment in cash suggests malfeasance. I spent 8 hours in an attempt to secure service from Frontier. I incurred a 20 mile round trip to a local retail store without any beneficial assistance to resolve a long and ongoing issue. I am advising you of Frontier’s lack of proactive intervention to solve a system problem beyond my control. Frontier preferred to reject a customer instead of making any attempt to solve a problem created solely by Frontier. I was refused access to Frontier’s service for cable television, Internet and phone. The details enumerated above are factual and unembellished. I have no intention of employing Frontier’s services in the future.