Frontier Service Cancellation Confusion - NBC Southern California


Frontier Service Cancellation Confusion



    Confusion Over Frontier Service Cancellation

    For the last six months, Tony Morrison has been receiving bills from Frontier Communications. The trouble is, he is not one of their customers. Randy Mac reports for the NBC4 News on Thursday, Nov. 10, 2016. (Published Thursday, Nov. 10, 2016)

    Tony Morrison has had enough of the bills. Every month, he opens his mailbox to find a bill he doesn't owe from Frontier Communications.

    "Just to see the frontier envelope is like, you've got to be kidding me," said Morrison, a Lancaster resident.

    It's all made more frustrating by the fact that Morrison switched away from Verizon cable and internet to avoid all this, right after Frontier announced it would be taking over his account.

    "I first went online and checked out the reviews for Frontier and they were all bad," Morrison said.

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    He calls it good timing.

    Frontier's takeover was a messy one. The I-Team covered it for months after customers were left with incorrect bills and some phone lines that couldn't even dial 911 in case of emergencies.

    "To see the people on TV that still haven't gotten fixed months later is like, Oh my God, I couldn't imagine that," Morrison said.

    To Frontier's credit, the company has been reversing every bill Morrison receives once he calls them. But now he's getting collections letters from them, too.

    Rigo Reyes of the Los Angeles County Department of Business and Consumer Affairs says when you close an account, ask for a final statement showing zero balance. After that, the company will have to prove any new charges.

    "Ask them for the statements that show what is owed, why, and why is it that they're still trying to collect that amount," Reyes said.

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    "It almost makes me sick just to see another bill," Morrison said.

    The I-Team reached out to Frontier, which quickly responded calling this situation "unique" and saying "Verizon did not properly cancel all services."

    After six months of bills, Frontier apologized and closed Morrison's account.

    "I am so glad I never took them on as customer," Morrison said.

    Frontier maintains that consumer issues occurring with service and billing now are part of normal course of business and not related to its takeover of Verizon accounts.

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