Dear Editor,
After Suddenlink raised our service over 70%, I decided to call Frontier Communications for a quote. They quoted me a price if I took the service for two years. I asked if there were any add-ons. The agent said no. I agreed to their offer. I asked again if there were any other charges. The agent again said no. When I received the first bill it was 40+% higher than what I had agreed to. I called Frontier and they told me they add taxes and fees to all quotes. I asked why they don’t disclose this when a person is ordering service, especially when they ask.
The agent said that each state is different, so they don’t quote them. I told the agent this was not our agreement. The agent said they couldn’t do anything about it. After months going ‘round and ‘round trying to get this resolved, I went to the Frontier office to get a corporate phone number. The agent informed me this happens often when people order service over the phone.
Frontier is using deceptive practices in their nondisclosure of fees and taxes. I felt this misrepresentation was in violation of the Consumer Fraud Act and should be reported as a scam. I went to the Bullhead City Police Department because they are always informing the public to scams in the community. They weren’t interested. When asked for my ID the officer said, “So you live in Ft. Mohave.” I said yes. Then the officer said, “From now on if you have any problems in Bullhead City, call your local law enforcement agency.”
I asked even if the problem is with a business in Bullhead City, was I to call MCSO. She said yes. I didn’t know Bullhead City PD was for residents only. Do they tell all out-of-towners this? So much to protect and serve. Now I’m hot. I go to the Better Business Bureau and file a complaint for nondisclosure. The BBB states Frontier has an “F” rating and this has happened before. I also filed a complaint with the Attorney General and the Corporation Commission for violation of the Consumer Fraud Act using nondisclosure and deceptive business practices.
Frontier responded to the AG by stating their agents do not disclose fees and taxes. A month later they reversed this statement, realizing what they had admitted to. The Corporation Commission called me to ask if I wanted to settle this complaint in mediation. I said yes. They called me again to state that Frontier refused mediation. So I will continue to send the payment amount I agreed to until Frontier shuts off our service.
I hope an emergency doesn’t come up after this happens. So in the meantime, if anyone has had this problem please call the BBB, AG, and the Corporation Commission. Maybe one of these agencies will convince Frontier to correct their illegal business practices. And if you are ever in Bullhead City, make sure you have your local police department’s phone number in case you have a problem.
Michael Groover, Ft. Mohave
