Frontier still battling customer service issues

Complaints are way down except for billing
Posted at 3:59 PM, Aug 16, 2016
and last updated 2016-08-16 17:41:12-04

Tampa resident Connie Adams waited four months for this day. The day she could go on line and find Frontier Communications finally billed her the right amount.

The trouble started back in April when Frontier took over Verizon's services in Florida. At first, Adams' normal bill of $164 jumped by $10, then it doubled to $340.

Adams lost count of the hours she spent on the phone with customer service. Three months into her saga, the bill dropped -- but only to $240. Adams says customer service couldn't seem to help.

We checked with the Attorney General's Office and found Adams is not alone. In May, the AG's office received 1,675 complaints about Frontier. After the state’s intervention, the number dropped to 338 in July. The bulk of July's complaints involved billing issues like Adams'.

Frontier blamed part of the problem on an offshore call center. In an email, a company spokesperson explained, “The offshore call center has been moved back onshore, in keeping with Frontier’s stated objective of a 100 percent U.S.-based workforce.

The company quickly responded to our questions about Adams' billing issues.

Dealing with a Frontier problem? Here’s the number for their Florida-specific customer care center: 1-888-457-4110.