When Frontier Communications Customer Service Fails

How to Make the Frontier Communications Corporate Office Listen

A legal option that can get Frontier Communications to listen — and get you compensated.

It’s easy to feel like David fighting Goliath when a company you’ve done business with doesn’t live up to its promises.

This is especially true when the company makes a mistake that costs you money. Sometimes, you need the service provided and if you don’t pay the bill, even if the bill is wrong, the company cuts off your service.

Phone calls with employees that don’t have any power waste your time. Email complaints seem to go into a black hole, giving you no evidence they were sent. Requests to speak to someone with authority at the corporate office is ignored or take too long to answer.


Doing business with companies that leave you feeling powerless is frustrating. Most companies include forced binding arbitration clauses in their contracts to prevent you from taking them to court. Limited choices in our cable, internet, and cell phone service providers force many of us to do business with companies that have low customer service standards and unresponsive staff working at headquarters. Even when we have a choice, we may be locked in by a terms of service contract.

Consumer arbitration helps you get a satisfactory solution for your complaint against Frontier, without having to sue the company. When you request binding arbitration, the company has to do a lot of work and the can’t control the outcome of your complaint. During arbitration, an independent arbitrator is appointed who is familiar with the type of case. The arbitrator has to be impartial, as well as look at the facts presented by both sides and then make a binding decision.


Arbitrations handled by the American Arbitration Association® comply with the Statement of Principles of the Consumer Due Process Protocol which means:

  • The process must be fundamentally fair to all parties including the appointment of impartial, competent, and qualified arbitrators that conduct fair hearings
  • A reasonable standard is applied to the arbitration process, including the standards for access to relevant information, timing and location of the arbitration, and cost of the entire process
  • The transparency standard requires clear arbitration agreements that include all the necessary information and give each party the ability to hire their own representation
  • An alternative to arbitration, in the form of small claims court and, in some cases, mediation, should be available
  • The process should be just and allow the arbitrator to award the same relief that would be available in a court of law


When you put a company like Frontier on notice that you are going to pursue arbitration, they know they are going to be required to pay expenses out of pocket. What’s more, they may lose and have to give you what you are asking for on top of the expenses they pay for the arbitration process.  Once the company knows they are going to incur an expense, they become more willing to meet your demands if your demands are reasonable.

If Frontier doesn’t meet your demands, you can get a fair hearing without spending any money by using FairShake to help you file for arbitration.  Our help doesn’t cost you anything unless you win.

You don’t want to bring a nuisance case because you could be held responsible for the company’s costs if the arbitrator believes the case is frivolous. If you have a real complaint, you shouldn’t have to worry about the possibility of having to pay the company’s costs.


Once you begin the arbitration process, the company loses the advantage. You are on an equal footing with the company because the neutral arbitrator will view both sides of the issue without bias. The first step to give you the leverage you need to resolve your complaint is for you to formally raise your problem with Frontier.

And FairShake helps you do so. We will send a demand letter to Frontier corporate offices to start the clock on them to resolve your case before you can file arbitration (usually 30 days but this depends on the length of time required by the arbitration clause in your contract).

In about half the cases, the company’s headquarters makes an acceptable settlement offer during this period and the matter is resolved without going to arbitration. If they do not offer you a reasonable settlement during this period, the next step is to file the case with the American Arbitration Association. FairShake will put together the official arbitration paperwork for you, and help you take the next steps.


If your case reaches arbitration, you might consider whether to hire an attorney. In legal terms an individual without an attorney is bringing their claim “pro se.” If you decide to move forward without an attorney, you’ll want to read the information available from The American Arbitration Association’s Pro Se Case Administration Team.

Certain common complaints fall under specific laws that make possible compensation awards particularly high. For some types of complaints, like those involving robocalls or improper debt collection attempts, the assistance of an attorney can help you maximize the value of those claims.


Begin the process by letting us know below about your complaint against Frontier. Let FairShake take the frustration of dealing with a big company off your to do list and help you get the satisfactory solution you deserve.

FairShake offers a 100% satisfaction guarantee. If you are not satisfied with our services, you will not owe us anything.

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