In Your Corner: Billing Dispute Settled

By Ryan Elijah

June 14, 2012 Updated Jun 14, 2012 at 9:47 AM EDT

Fort Wayne, IN (Indiana's Newscenter) Like most single Mother's, Michelle Baymon is trying to do the best she can with limited finances. That made an offer she received last summer even more tempting. The salesman at her door told her she could bundle her phone, internet and television service for just $89 a month.

"I thought, wow, I'm getting a great deal", said Michelle.

While Michelle knew taxes and fees would be extra, she didn't expect to receive a bill for over $200. The amount was more than she could afford and she couldn't get the salesman to return her calls. In this case the man was a contracted employee selling packages for Frontier. Michelle knew she couldn't afford the new bill and was actually motivated to question the charges after watching recent "In Your Corner" stories.

"I saw Ryan's "In your corner" and I thought I would give it a shot"

Solving a billing dispute with very large companies like Comcast or Frontier can pose a challenge and Michelle did have trouble convincing operators that her bill wasn't what the salesman promised. We contacted Frontier on her behalf and almost instantly her account was reviewed and credited.

Greg Stephens of Frontier told us the use of contractors to sell packages is very limited, he said over 350 employees have been added in the Fort Wayne area, allowing 87-percent of local calls to be answered in Fort Wayne.

"the 21 weeks that we put into training for customer service technicians is warranted. We want to be able to answer any questions that customers may have.", said Greg Stephens, Frontier's area General Manager.

With service in 27 states, large companies like Frontier will without question have billing disputes, Stephens says they've backed up their promise to put customers first resisting the use of automated answering and providing two Fort Wayne offices for customers to talk personally about billing questions.

In April, Frontier received 1-million calls, but less than 100 were actual complaints and the goal is to solve them - large company or not.

"it is a large company, there are a lot of customers and we're very thankful for that, but when problems come up - we solve them,", said Stephens.

We appreciate Frontier's willingness to allow us to look into how billing disputes are handled. In fairness to all companies, at times the mistake is the consumer's. Michelle's story is a good example to be persistent when the bill doesn't match the price that was offered.




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