“My account was switched and it has been a nightmare ever since,” the previous Frontier customer told the commission, according to the agency order. “Clear Rate is incompetent to put it mildly but the disturbing part is their sales rep posed as someone from Frontier. … I would have never switched but was told I didn’t have a choice.”
The Frontier customer received the call to switch in April, after the two previous commission citations.
“I never knew I wasn’t talking to a Verizon employee who stated she was calling to make sure I was paying a good rate,” another customer told the agency, per its order.
According to the commission, Clear Rate responded to the complaints by providing audio recordings from what it called “quality assurance calls” to the agency, but didn’t share recordings of the sales calls or other evidence showing that its sales people hadn’t misrepresented themselves.
“Based on the evidence in the record, we find complainant’s allegation of a sales call misrepresentation to be credible,” the agency wrote in the four orders. “We further find that Clear Rate has failed to provide persuasive evidence to rebut complainant’s misrepresentation claim and therefore that complainant’s authorization to change carriers is invalid.”
