ComplaintsforKinetic

• Initial Complaint

  08/28/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I cancelled my with them in Lexington KY. The cancellation date was July 25th 2024. I have been waiting a month for them to send me the appropriate label to return the equipment. They refuse to email me a shipping label. I cannot get any updates. I have called now 3 times and am unable to get anyone to confirm that the label and box have been sent. Each time they say my request hasn’t been generated and they create a new ticket.

  Business response

  09/06/2024

  ********* ** ****        ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** ******** ********* ********* **** * ******** **** *** ********
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ******** *********.

  From the filings, we understand that Ms. ********* is requesting a return label to return her Kinetic equipment after disconnecting her service.

  With respect to Kinetic’s response, records indicate a return label was shipped to her service address in Lexington, KY, instead of her new mailing address in Charlotte, NC. Kinetic has requested a new return label to be shipped to the correct address. Ms. ********* has been provided my contact information and is encouraged to reach out to me if she needs any additional assistance.  

  We apologize for the inconvenience of this situation. Kinetic appreciates Ms. *********’s business. Please feel free to contact me should you need any further information.
  
  Sincerely,
  ******* ******* ******* ********* *********** ********** ************ ** ********
  
  CC:      
  ******** ********* *** ********** ** ********* ** *****

  Business response

  09/06/2024

  ********* ** ****        ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** ******** ********* ********* **** * ******** **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ******** *********.

  From the filings, we understand that Ms. ********* is requesting a return label to return her Kinetic equipment after disconnecting her service.

  With respect to Kinetic’s response, records indicate a return label was shipped to her service address in Lexington, KY, instead of her new mailing address in Charlotte, NC. Kinetic has requested a new return label to be shipped to the correct address. Ms. ********* has been provided my contact information and is encouraged to reach out to me if she needs any additional assistance.  

  We apologize for the inconvenience of this situation. Kinetic appreciates Ms. *********’s business. Please feel free to contact me should you need any further information.
  ********** ******* ******* ******* ********* *********** ********** ************ ** ******** ***       ******** ********* *** ********** ** ********* ** *****

  Customer response

  09/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My phone has been down for a week . We do not get cell service where we live and I have heart problems. Cant get them out here to fix my phone. Need to have phone for health reasons and my wife told them so. Still no phone repair.

  Business response

  08/16/2024

  ****** *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***         *** ******* ********* **** ********* **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by *** *******.
  
  From the filings, we understand that Mr. ******* has raised concerns regarding his Kinetic phone associated telephone number ************ being out of service and the time for repair.
  
  With respect to Kinetic's response, upon investigating, our records indicate Mr. ******* contacted Windstream on August 8, 2024 to report no dial tone. A ticket was created with the commitment date of August 12, 2024. A text confirmation was sent to the contact number on file at 9:09 AM the morning of the appointment. At 9:44 a second text was sent advising no confirmation was received. At 10AM when no response was received the appointment was cancelled. Our records indicate a new ticket was created the same day with the commitment date of August 14, 2024. Unfortunately, our technician was not able to complete repairs on August 14, 2024 and the dispatch was rescheduled for August 15, 2024. Our technician dispatched and made repairs to the cable pair restoring service.
  I spoke with Mr. ******* this morning and confirmed restoration. I applied $25 to the account for the out of service and frustration caused. I’ve provided my contact information to Mr. ******* via email for any future questions or concerns.

  We regret any inconvenience these matters may have caused Mr. *******. We appreciate his business and patience as we work to resolve these issues. Please feel free to contact me if you should have any additional questions or concerns.
  
  Sincerely,
  ****** ****** ******* ********* ********** ********** ** ************ *** ******** ***       *** *******              *** **** **              ************ ** *****
  
  

  
  

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have had spotty service at best from them for the past three weeks. We called to have a technician come out and there was a week before they could come. Then a storm came through and knocked out service for the area and they canceled my tech saying the issue was because of the area outage. After the outage we had service one day out of the 7 days since then. They were supposed to send a tech out this past Saturday and they never showed. A manager was supposed to call me and no one has called me back. This has been going on since before the end of July. Also 6 months ago one of their techs was on my property and threatened me and none of their managers called me back about that either. I want my bill cleared and my service restored along with cheaper rates since our service is not stable nor what we pay for. We pay for 50 down and 25 up and barely get 30 down and 2 up even when it works.

  Business response

  08/20/2024

  ****** *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***         ****** ********** ********* **** * ******** **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ****** ********** on behalf of the account under ****** **********.
  
  From the filings, we understand that Mr. ********** has raised concerns regarding the Kinetic by Windstream phone and internet associated with telephone number ************ being out of service and the timeline for repair.

  With respect to Kinetic's response, upon investigating, our records indicate Mr. ********** contacted Kinetic by Windstream on July 30, 2024, to report slow speeds and connectivity issues with the internet service. A ticket was created with a commitment date of August 6, 2024. On August 5, 2024, the ticket was associated with an area outage, and the dispatch was canceled so the outage could be resolved. The outage was resolved and closed; however, Mr. and Mrs. **********’s service was still not working. Unfortunately, the ticket was closed on August 12, 2024, when the outage was resolved. A new ticket was created the same day with a commitment date of August 22, 2024. However, our technician was dispatched on August 15, 2024, and found that the drop was corroded in both the serving pedestal and the Network Interface Device (NID). Our technician completed repairs and service was restored. I spoke with Mr. ********** on August 16, 2024, and confirmed the restoration of service. I apologized for the inconvenience and frustration caused and applied two missed appointment credits totaling $40, in addition to a $145 credit which covers a full month of service. I’ve provided my contact information to Mr. ********** should there be any future inquiries.

  We regret any inconvenience these matters may have caused Mr. and Mrs. **********. We appreciate their business and patience as we worked to resolve these issues. Please feel free to contact me if you should have any additional questions or concerns.
  Sincerely,
  
  ****** ****** ******* ********* ********** ********** ** ************ *** ******** ***        ****** **********              ***** ** **              ********* ** *****
  

  
  

  Customer response

  08/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently put in a call for Service to have fiber line replaced to the house as it was broken. The technician replaced this line confirmed everything was working and left. Throughout today, we have had nothing but complete dropouts were so then before the line drop. I went outside to boot the outside equipment and noticed that the back up battery that I had just replaced had been removed by the technician. When I called customer service, I was told our service was disconnected and that we needed a new technician to come out and was offered an appointment five days from today

  Business response

  08/22/2024

  ****** *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***         ****** ***** ********* **** ********* **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ****** *****.
  
  From the filings, we understand that Mr. ***** has raised concerns regarding a recent dispatch and the removal of a back up battery.
  
  With respect to Kinetic's response, upon investigating, our record indicate Mr. ***** contacted Windstream on August 5, 2024, for no dial tone. A ticket was created with the commitment date of August 9, 2024. Our technician dispatched and found the drop had been damaged and giving inconsistent light. Our technician placed a temporary line and service was restored. It is important to note that Mr. ***** is not subscribed to phone service with Kinetic by Windstream.
  The same day, a new ticket was created as Mr. ***** was reporting that the internet stopped working after the technician had left. Our technician re-dispatched on August 10, 2024 and noted they removed the batter backup as it was not needed due to Mr. ***** not having phone service. Unfortunately, this information was not provided to Mr. *****. On August 14, 2024, Mr. ***** spoke with our technical support reporting the internet was not working.

  A new ticket was created on August 16, 2024 for outside physical damage with notes stating Mr. ***** was wanting the temporary line buried. The ticket was created with the commitment date of August 19, 2024, however, was rescheduled for August 20, 2024. Our technician noted that they installed optical connectors on both ends of the new buried drop and removed the temporary cable and reconnected the inside wire. Testing conducted to the ONT showed the service fully trained. I confirmed with Mr. ***** that services have been restored and all issues have been addressed. Due the service issues experienced and the missed appointment, I adjusted $56 to the account. Mr. ***** has my direct contact information for future inquiries.

  We regret any inconvenience these matters may have caused Mr. *****. We appreciate his business and patience as we work to resolve these issues. Please feel free to contact me if you should have any additional questions or concerns.
  
  Sincerely,
  
  ****** ****** ******* ********* ********** ********** ** ************ *** ******** ***         ****** *****              **** ******** **              ******* ** *****
  

  
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were a customer for over 10 years. In April 2024 Windstream Enterprise upped our bill from $95.00 to $950.00, we contacted them immediately upon receiving the new rate and they would not cancel for 45 days. We were asking for the cancelation as soon as we were billed and weeks before the dates of service on the new bill. Now they are trying to charge late fees on top of that. We never upped our services or used more resources to cause this excessive charge. A collection agency contacted us to tell us they have 45 days to cancel our service, from the date we contact them. One representative I spoke with saw the error and actually issued a credit, we received an invoice with a zero balance and weeks later began to receive bills with a whole different account number and a huge balance. They have upped the charges to ten times the amount we have always paid and tried to say we had two lines then realized it was all the same account. We should not pay for a service we never received. We never used their service after the overcharged bill came in. This is fraudulent. We have paid in full on our account for their services!

  Business response

  08/23/2024

  We are in contact with the Greenwood Foundation and reviewing all documentation surrounding this disconnect and any back credits that may be due. We will continue to be in contact with the Greenwood Foundation until fully reviewed.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have constant issues with my windstream service. Recently I called in 7/30/24 about an issue where I was loosing service multiple times a day. They informed me that someone would be out to home the next day (7/31/24). No one showed or called to inform me they weren’t coming. I called back in on 8/1/24 and spoke with someone who assured me my ticket would be escalated and someone would be there on 8/2/24. Again no one showed and no one called. I called back on 8/7/24 and my original ticket was still showing open and estimated to be resolved by 7/31/24. Again they escalated my ticket and said someone would need to be home the next day to let the technician in. I took off the next two days or work to ensure someone would be here. No one showed either day nor did anyone call. I wasted two days from work. I called back on 8/9/24 and expressed my extreme frustration at my time being wasted and the fact that I still had not had my issue fixed. They escalated my ticket again and said someone would be here on 8/14/24 and advised me that if I wasn’t home during my appointment I would be charged $50. I expressed that by that right windstream owed me $200 for the four missed appointments with me. They said they could recommend a credit but no guarantees. I called back this morning to double check on my appointment time and they’ve moved it to 8/16/24. Now I have no internet service at all and not sure if they’ll keep this appointment or not. I have been hung up on, lied to, mislead and still no resolution to my issue.

  Business response

  08/22/2024

  ****** *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***         *** **** ********* **** ********* **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by *** ****.
  
  From the filings, we understand that Ms. **** has raised concerns regarding connectivity issues with the Kinetic by Windstream internet and the timeline for repair.
  
  With respect to Kinetic's response, upon investigating our records indicate Ms. **** contacted Windstream on July 30, 2024 to report connectivity issues with the internet dropping. A ticket was created with the commitment date of July 31, 2024; however, the ticket was associated to an area outage the same day and the dispatch was cancelled so the outage could be addressed. The outage was due to equipment issues at the remoted and was resolved on August 7, 2024. When the outage was resolved, the ticket for Ms. **** was also closed. A new ticket was created on August 9, 2024; however, this ticket was not dispatched. On August 13, 2024 a new ticket was generated, and our technician dispatched on August 14, 2024 and completed repairs to an opening on the line restoring services.
  I spoke with Ms. **** yesterday, August 21, 2024, and confirmed the services have been restored and are currently working. Due to the service issues and multiple missed appointments, I applied a $91 credit which covers a full month of service in addition to $80 for the four missed appointments. Ms. **** has my direct contact information for future inquiries.
  We regret any inconvenience these matters may have caused Ms. ****. We appreciate her business and patience as we work to resolve these issues. Please feel free to contact me if you should have any additional questions or concerns.
  
  Sincerely,
  ****** ****** ******* ********* ********** ********** ** ************ *** ******** ***         *** ****              **** * ** ***              ***** ********* ** *****
  
  

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was without service for two weeks. I need a statement credit. I called and asked for one, and they did not provide one yet. I have also asked for a supervisor to call me three separate times, and no one has called. I have emailed **** ****, ******* *****, and ****** *********, and have not received a response. The tech was a no-show on one occasion, after being told he was in-route. 30 minutes after my time window expired for him to show up, I received a text stating the tech was not coming and that I had to reschedule. Where is the credit for missed work there? If you say you are going to show up- then show up. If you say I can receive a credit for lost service- then issue the credit. I have been a customer for over 9 years and they can't offer service, credit, or any consideration. Terrible.

  Business response

  08/13/2024

  ****** *** ****            ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** ***** **** ********* **** * ******** **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ***** ****.

  From the filings, we understand that Ms. **** is requesting an adjustment to her bill and contact from Kinetic for time out-of-service and a missed appointment.

  With respect to Kinetic’s response, records indicate Ms. **** reported issues with her Kinetic service on July 25, 2024. Kinetic support dispatched a technician to her home on July 30, 2024, with an approximate arrival time between 2PM and 4PM ET. Due to an area-wide outage that occurred on the date of the appointment, the technician scheduled for this appointment was not able to arrive as scheduled. The appointment had to be rescheduled to August 2, 2024. Ms. **** was notified via text message as soon as Kinetic knew the technician was not going to make it to her appointment. Kinetic has applied a missed appointment credit to Ms. ****’s account, as well as an out-of-service adjustment for her days without service from 7/25-8/2. These adjustments should appear on her September 9, 2024, invoice. I personally spoke with Ms. **** on August 8, 2024, about her concerns and advised her of these adjustments. She expressed her satisfaction with my follow up. She has been provided with my contact information if she needs any additional assistance.

  We apologize for the inconvenience of this situation. Kinetic appreciates Ms. ****’s business. Please feel free to contact me should you need any further information.
  
  Sincerely,
  ******* ******* ******* ********* *********** ********** ************ ** ********
  
  CC:      
  ***** **** ** ******* ** ********* ** *****

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I first moved my Windstream internet out to my new address I was promised the highest speeds they had available with the area i was in, but my service has always been splotchy or not working at all. Most of the time we have to call over and over to get a tech out here because it's always going out and if they show up they halfway do their job. We have had a tech leave in the middle of job telling us later that Windstream couldn't even be hooked up at our residence because there was no room in the box. We had to get a new tech come out that we knew personally to hook it up for us. I was being charged $20 extra a month for over a year for a home phone service bundle. I have never had a home phone and when I asked them to reimburse me for all the money that I've wasted they refused to. Windstream is a joke and we have nothing but problems. If I'm gonna pay for their services I would like to receive them!

  Business response

  08/08/2024

  Please provide the account number and or telephone number for the Windstream account so we may find the correct account. Thank you. 

  Business response

  08/19/2024

  ****** *** ****            ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** ****** ******** ********* **** * ******** **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ****** ********. From the filings, we understand that Ms. ******** is inquiring about quality of her internet service and being charges for a landline service she did not have.  

  With respect to Kinetic’s response, records indicate Ms. ******** enlisted in Kinetic service January 4, 2023. The first record of contact Kinetic has of contact with Ms. ******** regarding the landline service on her bill is October 31, 2023, at which time the service was removed as requested. As stated in our online terms and condition at ************************, in Section 10, you must review bills in a timely manner. To dispute a bill, you must comply with the Dispute Resolution provisions in Section 3, and submit your dispute, in writing, within sixty (60) days after the date on the bill. You must pay any undisputed portion while your dispute is investigated. You accept all charges on your bill not disputed within sixty (60) days and must pay those charges.

  Regarding Ms. ********’ concerns about her internet service. Kinetic has two reports of service trouble since the service was installed. The first report was August 2023. The second report was August 2024.  The first report is now too old to review notes, but the second report shows that the first pair of Ms. ********’ inside wire was bad. Kinetic made the necessary repairs on August 12, 2024, and service was restored to proper working order. Ms. ********’ address is qualified for an up to 25M service, based on her distance from the serving pedestal. However, she has been subscribed to an up to 10M service since the initial date of installation due to the serving remote being utilized at max capacity and no available space for upgrades. Ms. ******** is welcome to request an upgrade to attempt to obtain better service, but the upgrade will depend on facility availability and will be determined on the date the technician is scheduled to arrive.  There would be no change in her billing should she be able to upgrade her service.

  I have attempted to contact Ms. ********, unsuccessfully about her concerns. She has been provided my contact information if she has additional questions. We apologize for the inconvenience of this situation. Kinetic appreciates Mr. ******’s business. Please feel free to contact me should you need any further information.
  
  Sincerely,
  
  ******* ******* ******* ********* *********** ********** ************ ** ******** ***       ****** ******* *** ***** **
  ******** ** *****

  Customer response

  08/21/2024

  
  Better Business Bureau:
  
  I have spoken with ******* and reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Feb 2024 I was offered fiber internet for $39.99/month, which I agreed to do. Later in the month, I was told it would be $49.99/month due to using their equipment, even though I questioned everything prior to signing up. I agreed to the $49.99/month price. I was told the $49.99/month charge would stay the same for as long as I lived at my current address. I was billed correctly March-May 2024. When the June 2024 bill arrived, it showed $89.99. I contacted my sales rep and was told it be handled and corrected. The July 2024 bill arrived and no correction was made. The Aug 2024 bill arrived today (7/27/24) and shows my bill has gone up yet again and I owe $92.64. I am demanding my bill be corrected to $49.99/month and credit be issued for June, July and Aug 2024 accordingly. I expect all future billing to be $49.99/month.

  Business response

  08/08/2024

  ****** ** ****  ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** ******* **** ********* **** * ******** **** *** ********
  
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ******* ****.

  From the filings, we understand that Mr. **** is inquiring about issues with his Kinetic internet billing.

  With respect to Kinetic’s response, records indicate Mr. **** signed up for the up to 1GIG Kinetic internet service in February 2024. At the time of his enlistment, the 12-month promotional offer for the up to 1GIG service was $49.99 per month for 3 months, then $79.99 per month for the remaining 9 months. Upon expiration of the 12-month promotion, the up to 1 GIG service is $94.99 per month. These prices do not include the $10.99 modem fee, applicable taxes, and surcharges.

  Mr. ****’s invoices include detailed billing of his services and products. On page 3 of his February 28, March 27, and April 29 invoices, the promotional credits are listed along with their expiration dates.

              1 INTERNET PROMOTIONAL CREDIT EXPIRES 02/22/25 15.00 CR
              1 SPEED PROMOTIONAL CREDIT EXPIRES 05/22/24 30.00 CR

  Mr. **** expresses that he was offered this price for the remainder of the time he lives at this address, which is unfortunately not an offer we are extending. Kinetic will investigate this claim and handle accordingly. Kinetic has offered to extend a $30.00 per month courtesy adjustment to Mr. **** for the remainder of his 12-month promotional period, starting on his September invoice. He accepted this offer. Mr. **** has been advised of the $94.99 up to 1GIG pricing month 13+, plus equipment, taxes and surcharges. He has also been provided my direct contact information if he needs any additional assistance.

  We apologize for the inconvenience of this situation. Kinetic appreciates Mr. ****’s business. Please feel free to contact me should you need any further information.
  
  Sincerely,
  ******* ******* ******* ********* *********** ********** ************ ** ******** ***       ******* **** *** * **** ** ******* ** *****

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Kinetic Windstream I've been a customer for over 2 years. Since January the bill has increased and I was not given any notice of this nor did I agree to it. My bills have been set up for autopay so finding the change in pricing and overdue balance was a shock and very disappointing. Now today my service has been disconnected and there is a balance showing due of over $200. I never agreed to the changes reflected on my account and it is unethical and probably illegal to expect me to pay. When I called for help, I want told I had to pay the balance to even disconnect the service and avoid further charges. I want my bill to be adjusted back to the billing amount that I last agreed to and for all late fees to be refunded. Also for my service to be disconnected and my account closed immediately.

  Business response

  08/02/2024

  ****** ** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***         ******* ***** ********* **** ********* **** *** ********
  This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by ******* *****.
  
  From the filings, we understand that Ms. ***** has raised concerns regarding her Kinetic by Windstream billing.
  
  With respect to Kinetic's response, Kinetic by Windstream notified its business customers on their July 2023 invoices that a 16% increase would apply to all internet services, online security, backup plans, and modem rentals within the next 30-60 days. At that time, Ms. *****’s rate before taxes and discounts was $99, with the modem rental being $11.00. Following the increase, the plan rate increased to $115.99, and the modem rental fee increased to $12.76, resulting in an $18.75 increase.
  Additionally, on the January 2024 invoices, Windstream notified its business customers of an additional 13% increase effective February 1, 2024. This adjustment caused the internet rate to rise from $115.99 to $131.07. Ms. *****’s service was also benefiting from a $35 customer service credit for 24 months, which expired on May 9, 2024, contributing to an additional increase.
  Our records also indicate that automatic payments were established with a maximum threshold of $50. Because the monthly service cost exceeded this amount, payments were drafting for $50 only, leading to an accumulated past due balance and late fees. Notices were sent to the email address on file *******.*****@*****.com on February 1, 2024, advising Ms. ***** of this. Additional emails were sent on March 1, March 30, May 2, May 30, and July 4, 2024, informing of the $50 threshold limit. By the July 16, 2024, invoice, the past due amount was $165.61, with a current balance of $102.11, making the total balance $267.72. Our records indicate services were disrupted for non-payment on July 23, 2024. On the same day, Ms. ***** spoke with our account specialist team to request disconnection of service. Our agent applied adjustments totaling $148.16 for late fees and the expired credit. Additionally, to reduce the billing and retain Ms. ***** as our customer, the $35 customer service credit was applied back to the account for 24 months, now expiring on July 23, 2026. With these adjustments, Ms. *****’s billing should be approximately $53-54 per month if there are no late fees or reconnection charges. It is important to note that all pricing is subject to change, and any billing changes will be posted under the Windstream Customer message on page 3 of 4 of the invoice 30-60 days prior to taking effect.
  Attempts to contact Ms. ***** via phone were unsuccessful. An email was sent to Ms. ***** at the email address provided on this inquiry with the above information. I’ve provided my direct contact information on the email sent should Ms. ***** have any questions or concerns in the future.
  We regret any inconvenience these matters may have caused Ms. *****. We appreciate her business and patience as we work to resolve these issues. Please feel free to contact me if you should have any additional questions or concerns.
  Sincerely,
  ****** ****** ******* ********* ********** ********** ** ************ *** ********
  
  CC:         ******* *****              **** ******** ***** **              ******** ** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩