Minnesota Department of Commerce to investigate complaints against Frontier Communications

The Timberjay reports…

The Minnesota Department of Commerce has opened an investigation into Frontier Communications in the wake of widespread complaints and reporting by the Timberjay.

A Timberjay investigation last November revealed a laundry list of complaints from Frontier customers for both phone and Internet service. The state of Minnesota does impose performance standards on telecommunications providers licensed in the state and they can be held accountable for failure to meet their obligations.

Anne Thom, Consumer Affairs Supervisor at the state’s Public Utilities Commission, told the Timberjay last week that the PUC had decided to initiate an inquiry after reports had prompted them to review their database of complaints— revealing “a large volume,” sufficient to begin the investigation.

They are asking customers to chime in if they have a noteworthy experience…

The Commerce Department posted notice of the investigation on Monday, and is asking customers of Frontier who have experienced problems with the company’s service quality, customer service, or billing practices to submit comments on their experiences to the state by May 25, at 4:30 p.m. …

Members of the public have three options for commenting on their experiences with Frontier, including:

  • Submitting comments through the Speak Up! function on the home page of the PUC’s website at mn.gov/puc. From there click on Open for Comment, which will provide a list of the dockets open for public comment. Look for docket number 18-122.

  • Email comments to consumer.puc@state.mn.us, and reference the docket number, 18-122.

Write a letter to the Public Utilities Commission, 121 7th Place East, Suite 350, St. Paul, MN 55101. Remember to include the docket number in your correspondence.

I contacted Frontier and here is their response…

Frontier is committed to our customers in Minnesota and is working with the Public Utilities Commission to resolve this matter. We strive to address billing issues and service complaints promptly, whether they come to us directly or through the Commission. In addition, Frontier has implemented a number of billing software updates and process improvements over the past months and will continue to do so throughout 2018.  We will also continue to collaborate with the PUC to satisfy requests for more information and to ensure that complaints are resolved promptly and correctly.

This entry was posted in MN, Vendors by Ann Treacy. Bookmark the permalink.

About Ann Treacy

I have a Master’s Degree in Library and Information Science. I have been interested or involved in providing access to information through the Internet since 1994, when I worked for Minnesota’s first Internet service provider. I am pleased to be a part of the Blandin on Broadband Team. I also work with MN Coalition on Government Information, Minnesota Rural Partners, and the American Society for Information Science and Technology.

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