Frontier Demands $4,300 Cancellation Fee Despite Horribly Slow Internet

Frontier Communications reportedly charged a cancellation fee of $4,302.17 to the operator of a one-person business in Wisconsin, even though she switched to a different Internet provider because Frontier's service was frequently unusable. From the report: Candace Lestina runs the Pardeeville Area Shopper, a weekly newspaper and family business that she took over when her mother retired. Before retiring, her mother had entered a three-year contract with Frontier to provide Internet service to the one-room office on North Main Street in Pardeeville. Six months into the contract, Candace Lestina decided to switch to the newly available Charter offering "for better service and a cheaper bill," according to a story yesterday by News 3 Now in Wisconsin. The Frontier Internet service "was dropping all the time," Lestina told the news station. This was a big problem for Lestina, who runs the paper on her own in Pardeeville, a town of about 2,000 people. "I actually am everything. I make the paper, I distribute the paper," she said. Because of Frontier's bad service, "I would have times where I need to send my paper -- I have very strict deadlines with my printer -- and my Internet's out."

Lestina figured she'd have to pay a cancellation fee when she switched to Charter's faster cable Internet but nothing near the $4,300 that Frontier later sent her a bill for, the News 3 Now report said. Charter offered to pay $500 toward the early termination penalty, but the fee is still so large that it could "put her out of business," the news report said. [...] Lestina said the early termination fee wasn't fully spelled out in her contract. "Nothing is ever described of what those cancellation fees actually are, which is that you will pay your entire bill for the rest of the contract," she said. Lestina said she pleaded her case to Frontier representatives, without success, even though Frontier had failed to provide a consistent Internet connection. "They did not really care that I was having such severe problems with the service. That does not bother them," she said. Instead of waiving or reducing the cancellation fee, Frontier threatened to send the matter to a collections agency, Lestina said.