Better Call Behnken: $1,400 Frontier Bill resolved after ‘system, human’ error


(WFLA) – Rose Smith found herself stuck with a $1,400 Frontier Bill, for a bundled package for cable, phone and internet. Even though she never had the service.

She called the company, but says no one would help and bills kept coming.

“I get headaches on the phone with them, trying to resolve it,” Smith said.

Smith turned to 8 On Your Side’s Better Call Behnken, and her problem was fixed within hours.

It turns out, Smith applied to get a bundled deal from Verizon in March. But they never showed up to turn on service.

Then Verizon, turned into Frontier.

When Smith called to ask if she could still get service, she was told to reapply with Frontier, she said. But she didn’t pass the credit check.

The only way to get service was to pay for two months in advance. Rose decided to pass on the service, and it was never hooked up.

The next month, a $500 bill arrived for one month of service. Now, the bill is up to $1,400.

Bob Elek, a spokesman with Frontier, vowed to take care of this problem, then he sent this statement to 8 On Your Side:“Rose Smith established a bundle deal with Verizon under more lenient credit terms than those offered by Frontier. After the transition, when Frontier could not meet those terms, Ms. Smith decided not to pursue Frontier’s offer. However, due to a combination of system and human error, the account was not properly closed which led to continued billing. Today we closed this account, credited all outstanding charges and contacted credit bureaus to remove any reports on this immediately. We apologize to Ms. Smith for any undue concern we have caused.”

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