Virginia Emily Olson; Richland, WA
Complaint 258570 Details

Up through January 2012, my Internet bill had been $49.13 each month. In March 2013, I failed to pay my bill and signed up for auto pay. In April 2013, I paid $181.92 to bring my account current. I was surprised by the size of the bill but shrugged it off as punishment for my transgression. In May 2003 the bill was $125.47. In June and July the bill was $90.96. Yesterday, I called Frontier to ask why they kept charging me $90.96 each month and was told I was now being charged for a phone line. I use my cell phone exclusively and do not have a land line. When I signed up for Internet service through Frontier several years ago, I was not told about a land line. I presumed the price I was being charged included the "phone" line and continued to assume I was correct until yesterday.

when I protested about the bill, I was told I am now being charged for a telephone line because I have Internet service. This charge was a surprise to me as I have not received any notification about the additional charge. When I requested the July $90.96, which had just been taken from my account, be returned I was told that is not possible. They do, however, have a plan for those just having the Internet, $39.95 per month, which will start next month. And I was assured the I will receive a credit for July's $90.96 (pro-rated). I will never recoup the funds they took since February. Additionally, they could not make this change to my account without my calling in to request it.

This is entirely bad business. There was no notification about the increase. Because I agreed to auto pay, Frontier was able to take the money out of my account without any type of notification.

I look at my bills on-line. Frontier's bill indicated I owed $3.85 in one place yet it showed $90.96 in another. I trusted Frontier to tell me what was happening and have been fighting to keep my head above water since March. I was a devastating surprise to learn my bill could have been much lower if I had only called them to request the change to the lower rate. BAD BUSINESS PRACTICES