Frontier Customers Will Get Bill Credits

NBC 5 Responds has received more than 300 complaints about TV, internet and landline outages since Frontier Communications took over those services from Verizon on April 1.

On Thursday Frontier announced that if you didn't have service, you won't have to pay for it.

Rachel McGallian, Frontier's vice president of marketing of the South Region wrote, "Customers are at the forefront of Frontier Communications' priorities. We thank them for their patience and for allowing us to serve them. Bill credits will be issued to every customer who reported a service outage. This credit will be reflected automatically on the customer’s bill no later than the end of June. At this time, no customer action is needed in order for the bill credit to be applied. More information regarding Frontier's recovery plan in the Dallas area will be forthcoming."

This announcement comes one day after Florida Attorney General Pam Bondi met with Frontier leaders to formalize an action plan to address customer concerns there. Frontier's Florida action plan includes a U.S.-based call center, a rapid response team and a credit for anyone who had an outage.

NBC 5 Responds reached out to the office of Texas Attorney General Ken Paxton.

Marc Rylander, the AG's director of communications wrote, "Our office has received numerous consumer complaints about the recent sudden switch from Verizon to Frontier Communications. Texas customers have reported problems such as service interruptions and outages, billing issues, and even VOD issues. The Office of the Attorney General is currently looking into these complaints and has begun a process of working with Frontier for their quick resolution. Frontier has indicated that they have been able to resolve most of the problems and, in many instances, has begun to issue credits or refund checks directly to consumers. The Office of the Attorney General is committed to responding to consumers and encouraging good and responsible business practices in Texas in the most appropriate and effective ways available."

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