SAINT PAUL – Recently, the Minnesota Public Utilities Commission ordered rebates and bill credits to Frontier Communication customers (both current and former) for inadequate services, based on terms of a settlement the company reached with the Minnesota Department of Commerce. Rep. Rob Ecklund (DFL – International Falls) encourages customers who may be eligible for rebates or credits to file claims quickly.
“I’m grateful the PUC approved a settlement holding the company accountable for providing lackluster service and using unscrupulous billing practices, and as a result, consumers impacted will get some relief,” said Rep. Ecklund. “While folks have time to file for a refund or bill credit, with summer activities coming up I hope customers act fast so they don’t forget and consequently get shut out from receiving money owed to them.
Applications for refunds or bill credits have been mailed to Frontier customers. Customers must send in a claim form by mail at the address provided on the form, or electronically on the Frontier website. Frontier must review the claim and respond within 90 days of receipt. The deadline to apply is July 20.
The complaints, investigation and settlement resulted in the following categories for which a former or current Frontier customer may claim a refund or bill credit.
- Telephone was out-of-service and not restored within 24 hours.
- Incorrect billing for service related to vacation rate.
- Late fees charged for phone service despite the bill being paid on or before the due date.
- Frontier did not cancel telephone service upon request, resulting in additional charges.
- Charged to receive a paper bill for telephone service.
- Charged for three-way calling without subscribing to the service.
- Wrongly charged for directory assistance or 411 calls.
- Charged an early termination fee on or after January 1, 2016, without having signed an agreement. Inappropriately charged fees to reconnect telephone service.
- Telephone disconnected without proper notice.
- Refusal to install local telephone service.
- Inability to use the telephone due to static, cross talk, or other notice.
- Installation delay of more than 3 business days for a primary local service line.
- Same trouble on the same line within 30 days.
- Frontier missed a repair appointment for telephone service.
- Customer service representation claimed no trouble report exists from an earlier call regarding the same phone issue.
More information is available from the Minnesota Department of Commerce.