Durham woman canceled service but kept getting bills

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Though she'd canceled the service, a Triangle woman kept receiving bills.

Have you ever canceled a service, yet you continued to get billed? That's exactly what happened to Gina Wesanko after she switched Internet and phone providers.

In February, she canceled her service with Frontier and switched to a new provider.

Despite Frontier not providing the service, she still got bills each month.

"Every time I called they would say ignore the bill, we are sorry we see the error," Wesanko said.

Gina Wesanko continued to be hassled by bills after she switched Internet and phone providers. Then she got the ABC11 Troubleshooter involved.



She never paid the bills, but they added up so she was worried she would be turned in to collections. She continued to call Frontier.

"It was ridiculous," she said, "and I think I probably spent more than 10 hours on the phone."

After four months and no resolution, Wesanko got the ABC11 Troubleshooter involved.

"Within 48 hours of you sending the paperwork in, I heard from the office of the president," Wesanko said.

The problem was taken care of, and Wesanko is relieved.

"I'm very happy. Thank you so much I really appreciate your help," she said.

A rep with Frontier apologized for the problem and said it happened because of a "port out" situation that, for some reason, did not adhere to the normal process of moving customers from one carrier to another. Because of that, it is likely the customer service reps in contact with her were confused about how to handle things. No excuses - we've coached the reps involved and we apologize for the delayed service Gina received, the Frontier added.

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