I'd like to tell you a story about a work at home professional who lost a contract because of: 1) Poor billing practices, 2) Ineffective customer service reps, and 3) Incapable programmers/technicians.


Three months ago, I chose Frontier because I work at home and needed a reliable land line. After weeks of rescheduling appointments, their technical group was finally able to port my existing number and activate my phone line. At the time, customer service reps blamed my existing provider for the issues, and I believed them.


After using the phone for about two months, I noticed that I hadn't received a bill. Once again, I contacted customer service. The rep told me that my account was past due because their records showed an incorrect address. I contacted my bank immediately and authorized payment.


The same day I authorized payment, my phone stopped allowing long distance calls. At first, I thought it was a temporary outage. Then, a day or two later, I noticed that my long distance service was still not working and that my caller ID didn't work. I was outraged: I contacted the company and fixed its mistake and the company cut my service? I couldn't believe that I'd been treated in such an unprofessional and shoddy manner.


Before this fiasco started, I accepted a job to prospect for an IT firm. But, days after authorizing payment, I still had no long distance service. So, I pushed back the job's start date, relying on Frontier to fulfill its promise to restore service.


After staving off the start date as long as possible, I contacted customer service once again. Without being prompted, I provided a check number and verified that the funds had been removed from my account. During this conversation, the rep assured me that my phone would have full service the next day. I contacted my new employer and agreed to start the next day.


The next morning, I sat down at my desk to start work, and (no suprise!) my phone didn't allow long distance calls. So, ONCE AGAIN, I contacted customer service. And, ONCE AGAIN, the rep assured me that I will have full service - within the next thirty minutes.


I wait thirty minutes and then some, but my long distance still did not work. Then I called customer service again to no avail. I tell my story to another wonderful, polite customer service rep who is completely unable to solve my problem.


My issue is still not resolved. Because I have no long distance service, I will probably lose my job. And how could I blame my employers? They have every right to expect a productive, capable, reliable business relationship.


Evidently, this rule doesn't apply to phone service.

Horrible.horrible customer service. I'd rather deal with US border patrol or the friendlies at the airport.

FRONTIER TELEPHONE COMPANY
105 S Hazeldell Ave
Crandon, WI 54520
(715)478-3333

FORMAL COMPLAINT

I am contacting you on behave of Paul V. Bukovic, I am his daughter, Sandra L. Bukovic. My Father Paul, recently had three strokes and was in the hospital. ( St. Mary's Hospital IN RHINELANDER if you doubt my word.) He needs to have his phone transferred from the main house into cabin number 4 due to economic reasons. He cannot be without a phone and your Phone Company refuses to run a line from the main house to his cabin. My father's business, Stoney Point Resort now is in my name. My brother
contacted Crandon Frontier; however, they refused to comply with his request. Frontier promised to a or rather switch his main line to his cabin. Then they did not keep their change order request and made excuses of why they would not run the line. If anything should happen to my father, I will hold your Company responsible. For he could have another stroke and die.

I find Frontiers' policy unacceptable. I have 18 years working experience for Sprint-Florida answering Consumer Complaints to Governmental Agencies and knowledge of tariffs or how to access obtain the necessary information to resolve this serious issue. My father is 86 years old and should be eligible for phone services at a discount due to his life threatening condition. He has been without service in his cabin for over 2 weeks. If this is not resolved within 24 hours I will personally contact the Public Service Commission or what ever Governmental Agency need be in Wisconsin to resolve this problem. I now work for a News Paper and have connections. I have paralegal experience and it should not be difficult in contacting a lawyer to start proceedings for wrongful treatment toward the elderly. Contact the Clerk of Onidia County if you doubt my abilities to resolve problems. I am not blowing smoke. My life has been resolving problems for telecommunication companies, abuse of the elderly, sick, missed commitments, credits due for delayed service orders, and many other issues.

My father's address is 8310 Pine Lake Rd., Hiles, Wisconsin. PHONE- 715-649-3399... Additionally, I request you furnish him with your promotional three-four $25 Visa GIFT cards and one months free service.

The phone is in his main house so there is no one there to answer your companies call. If charges are involved, you can bill me for the switch at a discount rate or reasonable cost for his inconvenience. My father is hard of hearing and is in need for a special equipment for the hearing impaired. I will be responsible for any cost within reason for he is on states assistance medicare, etc. My Father was forced to move into the Cabin from his house because it was not cost efficient to heat his home; therefore, he was unable to keep up with expense to heat his home let alone chop wood for the fire place, CLIMB STAIRS, ETC.

My name and address are the following: Sandra L. Bukovic 1812 W. Kelly Pk RD., Apopka, Florida 32712. My phone number is 407-754-4687. I expect to hear from you today, ASAP.; otherwise, I will contact Madison, Wi. I have friends at several television stations NBC, etc. I am sure DATE Line would be interested and several news papers take a special interest in this type of story during Christmas and, or, anytime of the year. This would not be good publicity for Frontier Telephone Company. Reminder: If something should happen to my father in which it would contribute to his condition and unable contact medical assistance due to not having access to a phone I will see your Company in Court.

Sincerely,

Sandra L. Bukovic
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I used to have phone and internet with this company when I moved I had my services turned off and asked to have a ket sent to me so that I could return the modem that I had but nothing ever came so I called back and asked agene but nothing came but a bill for $99.00 I called agene and was told that they would get the box right out to me but it has never came so I sent the motem to my mom and had her return it to them and they are still trying to bill me for it so I have called and they said that yes they have the motem and now here I am getting another bill for $179.00 I think that they are trying to rip off the customers. they don't know what they are doing they have a lot of stupid people working there.