Minnesota Attorney General, Commerce Dept. Look Into Complaints Against Frontier Communications

February 20, 2018 01:53 PM

A major telecommunications company is under investigation by the state's attorney general, Department of Commerce and Public Utilities Commission.

In a notice posted to its website, the PUC requested the attorney general's office and commerce department investigate "a large volume of complaints related to the service quality, customer service, and billing practices of Frontier Communications." The notice continued: "After attempts to mediate these complaints, many of them remain unresolved."

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On its website, Frontier said it serves tens of thousands of customers in 29 states, including Minnesota. Many of Frontier's customers are in the north and east metro, as well as in other portions of greater Minnesota.

Said company spokesperson Christine Reap: "Frontier takes customer complaints seriously and will be working with the Minnesota PUC on this matter."

Paul Anderson, who lives in Washington County along the St. Croix River, said he has experienced trouble with Frontier's service and billing practices for the past eight years, and was happy to hear the state is now investigating the company.

"It has been very frustrating. And when you lose phone service repeatedly – and sometimes for days at a time – it becomes a serious matter. And when you pay for 911 service you expect it, or it can become a public safety issue," Anderson said. "And I can tell you I have to watch their billing very carefully, too, because several times I have seen on my auto payment bill charges and money that I was not expecting, and I have had to call (Frontier) to have them fix it."

RELATED: Minnesota Attorney General Files Lawsuit Against CenturyLink for High Billing

Anderson said he plans on sending the Public Utilities Commission a formal complaint now that there is a state investigation underway.

"What can you do?" he said. "There have been multiple outages, extended outages, and it is just frustrating, very frustrating."

In its posting, the PUC says consumers can contact the agency or the Department of Commerce with any concerns related to Frontier Communications.

The PUC has set a May 25 deadline for filing comments to be included in the case. There is no deadline for filing a complaint.

This story has been updated to reflect the May 25 deadline is for filing comments to be included in the case. There is no deadline for filing a complaint.

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Jay Kolls

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