Additional Information
Additional Information for Frontier Communications Corp.
This is a multi-location business.
- Headquarters
- PO Box 20550, Rochester, NY 14602-0550
- BBB File Opened:
- 1/1/1943
- Years in Business:
- 89
- Business Started:
- 1/1/1935
- Business Started Locally:
- 1/1/1935
- Type of Entity:
- Corporation
- Alternate Business Name
- Citizens Communications
- Frontier
- Frontier Communications, a Citizens Communication Company
- Citizen's Utilities
- Citizen's Telecom
- Frontier Communications
- Frontier Telephone of Rochester,a Citizens Co
- Business Management
- Ms. Donna Loffert, Vice President of Customer Service
- Mr. Doug Hogue, Supervisor
- Additional Contact Information
Phone Numbers
- (203) 614-4602Other Phone
- (203) 614-4602
- Additional Business Information
- Government ActionsGovernment Action: BBB reports on known government actions involving business’ marketplace conduct:AG FERGUSON: FRONTIER NORTHWEST WILL PAY $900,000 OVER HIDDEN FEES, MISREPRESENTATION OF INTERNET SPEEDS
On July 8, 2020 Attorney General Bob Ferguson announced that Frontier Communications Northwest will pay $900,000 to the State of Washington. The payment resolves an Attorney General’s Office investigation that Frontier Northwest did not adequately disclose fees when advertising and selling its products, and misled subscribers about internet speeds it could provide. The Agreement was for settlement purposes only and should not be considered as an admission of guilt or finding of violation of the law. For more details go to the Washington State Attorney General’s press release.Government ActionsGovernment Action: BBB reports on known government actions involving business’ marketplace conduct:AG Ellison settles with Frontier, concluding investigations into Minnesota telecoms providersJuly 13, 2020 (SAINT PAUL) — Minnesota Attorney General Keith Ellison announced today that his office has entered into a settlement with Frontier Communications.
The Assurance of Discontinuance with Frontier Communications of America, Inc., Frontier Communications of Minnesota, Inc., and Citizens Telecommunications Company of Minnesota, LLC (collectively, “Frontier”) resolves the Attorney General’s investigation into possible deceptive and misleading practices related to Frontier’s billing and sale of internet services. As part of the settlement, Frontier agrees to fully disclose its prices for internet service to new customers before they take service, allow many current customers to cancel their current service without penalty, make significant investments to upgrade its network to provide better service, and pay restitution for past harm. The Assurance was for settlement purposes only and should not be considered as an admission of guilt or finding of violation of the law. For more details, go to the Minnesota Attorney General's press release.
Government ActionsGovernment Action: BBB reports on known government actions involving business’ marketplace conduct:AG Yost Reaches Settlement with Internet Provider; Ohioans to get Better ServiceThe following describes a government action that has been resolved by either a settlement or a decision by a court or administrative agency. If the matter is being appealed, it will be noted below.
June 24, 2021 (COLUMBUS, Ohio) – Ohio Attorney General Dave Yost has reached a settlement agreement with Frontier Communications to increase the quality of internet coverage to underserved areas of Ohio and to stop overbilling customers for unreliable service.
The settlement comes after an investigation into Frontier’s sales and advertising practices related to the internet services offered and sold to Ohio consumers. In conjunction with outside counsel, Yost’s Consumer Protection Section negotiated the settlement after finding the internet provider, based in Norwalk, Conn., was charging customers prices for certain levels of internet speeds that the company knew could not be reached.Frontier provides services to more than 84,000 residential customers in Ohio. As part of the agreement, Frontier is funding upgrades to its internet infrastructure to provide or enhance existing services in Ohio and for Ohio consumers.
Frontier must also cease advertisements that were found to be deceptive in terms of the levels of internet speeds it can deliver in certain pricing tiers of its products and must offer certain customers the option to continue with their current plan, discontinue with no fee or move to a different lower cost service package with a lower service speed, if available. For more details, go to the Ohio Attorney General's press release.Pending Government ActionGovernment Action: BBB reports on known government actions involving business’ marketplace conduct:FTC Sues Frontier Communications for Misrepresenting Internet SpeedsThe following describes a pending government action that has been formally brought by a government agency but has not yet been resolved. We are providing a summary of the government’s allegations, which have not yet been proven.
May 19, 2021, The Federal Trade Commission, along with law enforcement agencies from six states, sued Internet service provider Frontier Communications, alleging that the company did not provide many consumers with Internet service at the speeds it promised them, and charged many of them for more expensive and higher-speed service than Frontier actually provided.
In a complaint, the FTC and its state partners allege that Frontier advertised and sold Internet service in several plans, or tiers, based on download speed. Frontier has touted these tiers using a variety of methods, including mail and online ads, and has sold them to consumers over the phone and online.The FTC’s complaint was filed with the attorneys general from Arizona, Indiana, Michigan, North Carolina, and Wisconsin, as well as the district attorneys’ offices of Los Angeles County and Riverside County on behalf of the State of California.
The complaint alleges that Frontier violated the FTC Act and various state laws by misrepresenting the speeds of Internet service it would provide consumers and engaged in unfair billing practices for charging consumers for a more expensive level of Internet service than it actually provided. For more details, go to the Federal Trade Commission's press release. - Serving Area
We service the following area(s): Alabama, Arizona, California, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Montana, Nebraska, Nevada, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Washington, West Virginia, Wisconsin
- AL
- AZ
- CA
- CO
- FL
- GA
- IA
- ID
- IL
- IN
- KY
- LA
- MA
- MD
- MI
- MN
- MS
- MT
- NC
- NE
- NM
- NV
- NY
- OH
- OR
- PA
- SC
- TN
- TX
- UT
- WA
- WI
- WV
- Business Categories
- Internet Service, Long Distance Phone Service
Pattern of Complaint
On October 17, 2019 and
November 21, 2019, BBB attempted to contact Frontier Communications Corp.
regarding a high volume and pattern of serious complaints. BBB received complaints in the alleging customer service issues, missing
appointments, decline in services previously handled by other providers who
Frontier has assumed, billing issues including additional service charges for
periods once the consumer has cancelled services.
BBB notified Frontier Communications Corp. about the pattern of complaints
and asked the business to voluntarily cooperate in eliminating the pattern by providing a written response outlining the specific steps it would implement in order to avoid similar complaints in the future. BBB also requested general information including copies of refund policies, the names & full contact information of the business’ principal officers and responsible management, copies of its promotional and advertising materials, the physical address of
its principal office, copies of required competency licensing and a completed BBB Standard Business Questionnaire.
In response to the pattern of complaints Frontier Communications Corp.
provided the following response:
Frontier’s primary value is putting our customers first. Our fiber network and large rural copper network serves more
than 4M customers.
Despite these assets and the
dedication of nearly 20,000 employees, we have disappointed customers, primarily due to two very large acquisitions. The first in Connecticut with AT&T and the second in California, Texas and Florida with Verizon. As the BBB points out, many of the 11K (as of December 2019) complaints made on
this platform resulted from the transition of services in those two
transactions. We have worked diligently to address the issues raised and
restore credibility. Issues related to those transactions have been resolved.
We have a new President and CEO who is a true champion of customer satisfaction, and in just a few weeks he
has crisscrossed the country to hammer home the need for accountability and
reliability and flawless customer service. We need to keep things simple and deliver on our commitments.
Some improvements include
updated our website to include more information about how to resolve concerns
and whom to contact. Frontier has invested in product and operational innovations that are driving more improvements in our service. Our internal resolution task force continues to remain engaged, reviewing customer service processes and acting on lessons learned to become better guides for, and providers of service to our customers and communities.
Accreditation
This business is not BBB Accredited
Years in Business: 89
BBB Rating
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