Florida Officials Push Frontier Communications to Improve Service

Attorney General Pam Bondi and Commissioner of Agriculture Adam Putnam have received hundreds of complaints about the company.

Research by staff May 10, 2016

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Florida Attorney General Pam Bondi

Attorney General Pam Bondi on Monday sent a letter to Frontier Communications Corporation, requesting better customer service from the company. From March 29 through May 9, Bondi's office received 128 complaints about Frontier's Internet, security, phone and television services. Frontier acquired Verizon Communications' wireless properties in parts of Florida earlier this year.

“The problems created during Frontier’s acquisition of Verizon are leaving some Florida seniors without the security services they paid for, and to complicate matters, without telephone service, many of them may not even be able to dial 911 in case of an emergency,” Bondi said, according to a press release. “I asked Frontier to do the right thing, fix these problems as soon as possible, and issue refunds to all consumers who have experienced an interruption in their services, without the customer having to request a refund.” Consumers have also complained about being placed on hold for up to two hours and receiving poor customer service once they do reach a Frontier representative. Many also report being charged higher than expected fees when trying to cancel accounts.

Florida Commissioner of Agriculture Adam Putnam also called on Frontier to resolve customer issues. Since April 1, the Florida Department of Agriculture and Consumer Services has received 144 complaints, eclipsing in one month the 111 complaints Verizon received in a one-year period.

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