I dealt with a similar problem to what you’re dealing with now from Frontier back in 2012 with Cox Cable (different city). My roommate’s name was on the account. She moved out. I tried to get a new account set up in my name. They demanded that 2 forms of ID and my entire lease agreement be faxed to them. (Yes, this is absolutely messed up.) They gave me a day when they would come out to set it up (it was a few weeks out). I called them on that day, asking if they knew around what time to expect the tech. They had no idea what I was talking about, had lost my 20-page fax, and wanted me to re-fax it. So I had to go back over to Staples, pay to re-fax the damn thing, and then wait again.
Meanwhile, I was working on applying to graduate schools, and every time I needed the internet to work on that, I had to pay for some item at a coffee shop in order to use their Wi-Fi. The employees there were nice, so that was pleasant at least.
About a week later I called Cox again to see when they would be sending a tech out, since they hadn’t gotten back to me. They were once again befuddled. I explained the whole story again, including the two faxes, and the guy on the phone assured me that he would find my paperwork, he would call me back, and we would work it out.
By the next evening, I still hadn’t gotten a call back. I had also had a pretty awful day at work, which had followed an emotional conversation with the dude I was seeing at the time the night before. And it was the day one of my grad school applications was absolutely due, and I hated my personal statement. So I was in no mood for their nonsense.
Immediately before going into my favorite coffee shop to grind out the finishing touches on that application for graduate school, I called Cox again. I got the same rep on the phone as the previous day. He sounded nervous when he realized it was me. Of course he didn’t find my paperwork. He asked me to send it “one more time.”
I didn’t want to get angry or yell. My job at the time involved dealing with people in pretty stressful situations, and I hated when they would turn it on one of us. So I just firmly told him that no, that was enough, I didn’t trust Cox Cable anymore, and would be going with another provider. And then hung up before he could respond because I did not want to lose it.
After submitting my application, I researched other companies, and had a much more pleasant experience signing up with AT&T U-Verse. It was still a few weeks before they could get a tech out to me, but at least they were organized and living in the 21st century.
