Need help removing ridiculous collection

[Anonymous]

To make a long story short, our cable company sent an account to collections. We had Verizon for a couple years, then Frontier bought them out. Then we moved. We still owed them from when we lived in our old address. What we never knew is that they made a completely new account when they transferred our service to our new house, and never transferred our balance. So we think we have been paying our bill and have the same account when the old bill is sent to collections. We spoke to everyone possible. Spent hours on the phone. Emailing. Weeks of this and never got anywhere. So how can this be right? My wife has never had one negative spot on her credit but now she has ~collection they won’t remove even if we pay it. They say they will mark it as paid. And we are STILL customers. (Shows you how bad the competition is). Any ideas? Thanks for the help.

[Moneyklutz]

Talk about a FUBAR'd situation, I can understand your frustration and would feel the same in your shoes.

The only leverage you may have is to gently remind whoever you speak to, that you can switch to another provider and will unless they help resolve this. Even though you've called already and spent hours via phone/emails, continue that effort, asking to escalate whenever possible. Hopefully you can find someone in their system that might understand that you're willing to pay the collection account but only if it's removed.

I'd scour the web as well looking for Upper Muckity Mucks email addys within Frontier and write them a well thought out email explaining how this all happened and ask for their personal help.

Sucky situation, hope it turns out for the good for you both.    

[JVille]

You need to HANG UP the phone and start an email paper trail and use the Frontier Communications Executive Contacts listed below. Start with the Customer Service Contact and work your way up the chain of command. Do NOT start with the CEO because once he says no you are finished. The idea is to write a BRIEF and very Polite description of the facts and leave anger & emotion out. The purpose is to connect with the reader and have them immediately understand what happened and want to help. Leave a week between emails and if you don’t get a response or don’t like what they have to say, move up to the next person. Remember Brief & Polite is the best way to get assistance.
These contacts come from the Consumer Advocate website of Christopher Elliott and the method outlined above is his recommendation for Self Advocacy. Good Luck and come back and report how it goes.
http://www.elliott.org/company-contacts/frontier-communications/