Frontier Pledges To Fix Transition Problems in Florida
Frontier Communications pledged to resolve issues of transitioning customers in the state from Verizon to it, in a meeting Wednesday with Florida Attorney General Pam Bondi, the Bondi office said in a news release Thursday. “After a lengthy, productive meeting…
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with Frontier executives, I am cautiously optimistic that Frontier disruptions in services will be quickly resolved,” Bondi said. “My office will continue to work with the company on each consumer complaint until they are all appropriately addressed.” Frontier detailed the pledge in a letter to Bondi dated Wednesday. The company promised to prioritize complaints by seniors and the medically disadvantaged, set up a Florida-based customer service number and live chat platform, establish a “SWAT Team” to coordinate rapid response to customer escalations and service outages, and provide credits to every customer who reported any out-of-service issue. The credit amount will be based on the extent of the outage and will appear on the customer’s bill by the end of June with no contact with the company necessary to receive it, Frontier said. The AG’s office said it received 721 complaints about Frontier between March 29 and May 12. The Florida Department of Agriculture and Consumer Services, plus regulators in Texas and California, have also received an uptick in complaints since Frontier completed its $10.5 billion buy of Verizon wireline operations in the three states April 1 (see 1605090043). The California Assembly Utilities and Commerce Committee plans a hearing on the Frontier problems Wednesday at 1:30 p.m. PDT, and the California Public Utilities Commission said it plans to hold a workshop on the subject.