Recently, Frontier replaced Verizon as our phone service provider. My wife and I decided to add call waiting and long distance service to our home phone, and a few months later decided to cancel our DSL service. We were a number of YEARS past our original 3 year contractual obligation.
A few months after cancelling our DSL service, we received a HUGE bill from Frontier. The bill, in excess of 400 dollars, was for early termination of our DSL service. I was obviously concerned, and called Frontier customer service. I was willing to chalk the situation up to the transition between the two companies, and simply wanted to get the bill corrected.
I spoke with a polite, but rather clueless CSR who tried to convince me that the charge was valid. When I explained that my DSL contract had been fulfilled 2 years ago and he "researched" things further, it was suddenly a computer problem. He assured me that the bill would be corrected; he told me that he didn't have the power to do it, but he would get with his supervisor and get it taken care of.
The charge reappeared next month, now past due.
I called again, now rather angry and after "research", I was told that when we changed our phone service, that "reset the clock" on our DSL contract. I explained that we had not been notified that this would extend our obligation; had I known, I would not have cancelled the service. The CSR was polite, but insisted that the charge was valid. I asked to speak with a supervisor, and was placed on hold for approximately 20 minutes. The supervisor agreed with her CSR but agreed to refund the charge "as a courtesy."
The charge again appeared in a notification of cancellation of service.
I was irate at this point, and called customer service again. After identifying myself, I asked the rather snippy, rude CSR to read the notes on the account. He did so and wanted to know what arrangements I would like to make for payment. I asked to speak to a supervisor and was placed on hold for 57 minutes. A supervisor came on the phone, but had not been notified as to the nature of my call. The CSR had simply dumped my call into her queue!
After explaining the whole problem yet again, I told her that I would not tolerate continued abuse and explained that if the matter was not corrected to my satisfaction during this call, my next call would be to the Public Service Commission. After reviewing the account, the supervisor apologised profusely, agreed to reverse the charges, and assured me that the CSR who had dumped the call would be dealt with". She provided me with her contact information and I left the call feeling comfortable with the resolution/.
I then received a call from Frontier's Collections department asking to resolve the past due amount.. This about sent me over the moon and I asked the CSR to review the account/. He opened the account and became very confused to find a zero balance on the account'. He apologised and promised to clear my account from their automated call system:.
I am a reasonable man; I have been a customer service rep and a quality assurance rep in a call center, and I KNOW how hard those jobs are". I expect nothing more than reasonable service and a commitment to follow through.. Frontier has dropped the ball and, if I had a viable option, I would not give Frontier any more of my business. 127e095
A few months after cancelling our DSL service, we received a HUGE bill from Frontier. The bill, in excess of 400 dollars, was for early termination of our DSL service. I was obviously concerned, and called Frontier customer service. I was willing to chalk the situation up to the transition between the two companies, and simply wanted to get the bill corrected.
I spoke with a polite, but rather clueless CSR who tried to convince me that the charge was valid. When I explained that my DSL contract had been fulfilled 2 years ago and he "researched" things further, it was suddenly a computer problem. He assured me that the bill would be corrected; he told me that he didn't have the power to do it, but he would get with his supervisor and get it taken care of.
The charge reappeared next month, now past due.
I called again, now rather angry and after "research", I was told that when we changed our phone service, that "reset the clock" on our DSL contract. I explained that we had not been notified that this would extend our obligation; had I known, I would not have cancelled the service. The CSR was polite, but insisted that the charge was valid. I asked to speak with a supervisor, and was placed on hold for approximately 20 minutes. The supervisor agreed with her CSR but agreed to refund the charge "as a courtesy."
The charge again appeared in a notification of cancellation of service.
I was irate at this point, and called customer service again. After identifying myself, I asked the rather snippy, rude CSR to read the notes on the account. He did so and wanted to know what arrangements I would like to make for payment. I asked to speak to a supervisor and was placed on hold for 57 minutes. A supervisor came on the phone, but had not been notified as to the nature of my call. The CSR had simply dumped my call into her queue!
After explaining the whole problem yet again, I told her that I would not tolerate continued abuse and explained that if the matter was not corrected to my satisfaction during this call, my next call would be to the Public Service Commission. After reviewing the account, the supervisor apologised profusely, agreed to reverse the charges, and assured me that the CSR who had dumped the call would be dealt with". She provided me with her contact information and I left the call feeling comfortable with the resolution/.
I then received a call from Frontier's Collections department asking to resolve the past due amount.. This about sent me over the moon and I asked the CSR to review the account/. He opened the account and became very confused to find a zero balance on the account'. He apologised and promised to clear my account from their automated call system:.
I am a reasonable man; I have been a customer service rep and a quality assurance rep in a call center, and I KNOW how hard those jobs are". I expect nothing more than reasonable service and a commitment to follow through.. Frontier has dropped the ball and, if I had a viable option, I would not give Frontier any more of my business. 127e095
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