Frontier resolves glitch that triggered hundreds of billing complaints

One case involved a $1500 billing error
Posted at 3:28 PM, Apr 06, 2017
and last updated 2017-04-06 18:10:18-04

Snowbird Doreen Stoyka says every year about this time she and her husband close winter home to return to Canada. But Verizon, now Frontier, apparently never put the Stoyka's phone on vacation in 2016.

The couple returned last fall only to find a bill for 1400 dollars from Frontier. The Stoykas and hundreds of others got caught in the fallout from a Frontier software glitch.

A glitch that generated over 400 complaints between September and December alone. It prompted the Attorney General to write this a to Frontier asking the company to ensure that "complaints are being addressed in an appropriate and timely manner."

We obtained Frontier customer complaint records from the Attorney General and found the number declining month after month since October indicating the issue has been resolved.

In the Stoyka's case their 1700 dollar bill dropped back down to the normal rate of below $100 after we asked Frontier to review their account.