We closed one location of our small printing business in Princeton, IN, which is about 30 minutes away. Since 2003, we have been building our relationship with customers in that area under a separate name, PrinTech. Due to the economy, we closed this location and moved our manager and all business equipment to our main location in Evansville, Acclaim Graphics Inc. The telephone company we used in Princeton was was U4, but was being acquired by Indiana Telephone Network during our last month with them. Ultimately, the Operator Intercept (replacement number for disconnected line) was NOT put in place as requested; therefore, our customers did not know how to reach us. We have lost several jobs now that our customers cannot reach us. TIMELINE: 5/22/13: I called Indiana Telephone Network (formerly U4) and advised them we were closing our Princeton, IN location on July 28, 2013. I requested VOIP Call-Forwarding. Melanie is the service rep. working with me since this first call. She informed me that we could use "Remote Call-Forwarding" using VOIP for $9.99 per month + long distance charges for our phone line (812-385-1333). I also informed her we needed to simply disconnect our fax line (812-386-3330). I accepted and gave the date of June 28, 2013 for disconnect/change. 6/24/13: I called to confirm disconnect date only to find out that Melanie had not acted on my disconnect request. She apologized saying this had never happened before, and that she would put in the request asap. 7/3/13: Melanie called me back to say that in order to have the call-forward, we'd have to have a phone in a jack at the location. I declined that since we rented our former location and did not have that option. She then indicated that we could have an "intercept call" placed on our line at no cost for 30 or 60 days. I requested she use that option and have the number of 812-424-5035 given out as the new number. 7/8/13: Received a bill for July services to be paid ahead. Contacted Melanie again to see what was up now. She indicated that we were ending our contract early, but quickly discovered that in fact we were not. Our contract began in June of 2008. She told me to disregard the bill. 7/23/13: Contacted Melanie again because there was still no number being given out on the phone line, just a disconnect notice. She was to check on it and call me back. 7/24/13 After not hearing back, I contacted Melanie again to see when to expect the change to be made to the phone message. She said she "opened a trouble ticket" and that the operator intercept to be in place within 24 hours. 7/29/13: Contacted Melanie again to see why there was no change to the disconnect message and no new phone number being given out still. She was emphatic that this was completed. I put her on hold, tried the line again, and informed her the change had not been made yet. I confirmed the telephone number I was calling, and she indicated that the fax number was the one to have the operator-intercept placed on instead of the phone line. She left me with the impression that she would request the change. This has resulted in 31 days that our Princeton customer have had no way to reach us by phone. We were able to mail two closing letters to our regular customers, but if we had no address, we lost a lot of walk-in customers. 8/1/13 I received the FIRST written response, and it was telling me that I misunderstood them! Here is the response: "Kelly, Please be advised that we have just received response from Frontier that the order to add Operator Interceptor to the line 812-385-1333 is not possible due to the request not being made at the time the order to disconnect the line was made. Remember this line was disconnected as of 06-28-2013 as the order for the MTN 812-386-3330 was initially placed as a Remote Call Forward and when I offered the Operator Interceptor option for that line it was decided to utilize. I am sorry for the misunderstanding. Thank you, Melanie Shortill Manager, Customer Care & Support" read more