ComplaintsforKinetic

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company added unauthorized services onto my account. This doubled my bill when I called to get it resolved it took over an hour and a half of being bounced from person to person. One person didn’t even bother trying to help me. They just put me back into the queue. It’s funny how if you want to add services or set up new services they pick up and help you right away. But if you are trying to get a mistake, they made fixed. It takes over an hour and a half. I would like someone to contact me to ensure the issue is resolved

  Business response

  07/02/2024

  **** ** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***          ***** ****** ********* **** ********* **** *** ********
  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 a recent increase of her Windstream billing.
  With respect to Windstream's response, upon an examination of our call records from May 24 through June 22, 2024, Ms. ****** spoke to our customer service team on May 24, 2024, requesting the addition of phone service due to poor cell reception. Our representative discussed the billing changes this addition would entail, projecting a monthly increase to approximately $90. Ms. ****** agreed to this, and the call was transferred to our sales team for order placement. It was during this interaction that our agent mentioned the necessity of a technician visit on June 1 to install the phone line. Ms. ****** expressed a need to consult with her husband about this arrangement, as they would be unavailable at the proposed time. Our agent suggested proceeding with the order, allowing Ms. ****** the flexibility to adjust the appointment through the GoKinetic Portal later. Ms. ****** indicated she would discuss with her husband and also mentioned considering another provider for quicker service. While attempting to explore options for programming the phone service without a dispatch, the call dropped, and a subsequent callback attempt was unsuccessful.
  Subsequently, an order to add the phone service was processed without the necessary two-step process required for Ms. ******’s Simple High-Speed Internet plan, which does not include dial tone service. This oversight led to the incorrect billing of phone without service activation.
  On June 22, 2024, Ms. ****** contacted Windstream to address this billing discrepancy. Our agent faced challenges in removing the service and inadvertently disconnected the call while attempting to resolve the issue. I can confirm that the phone bundle add-on has since been removed and an adjustment of $59.66 has been applied to Ms. ******'s account. I have also engaged with the supervisors of the involved agents to ensure a comprehensive review and necessary coaching is provided. I’ve made multiple attempts to contact Ms. ****** without success. I’ve left voicemails with my contact information in addition to emailing her this information. Should Ms. ****** have any additional questions or concerns in the future she may contact me directly.
  We regret any inconvenience and frustration 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

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Over the past 2 months, I have received 8 service calls from ********** (4/18, 4/23, 5/2, 5/6, 5/14, 5/23, 6/6, 6/14) for either no internet or (per the techs) for my connection dropping up to 35 times a day. Of the over dozen phone calls I made, I was told something different each time as to what the issue was. 3 of those service calls, no one ever showed up to my house or called, even though I had to take off and be there per **********'s request. One of the techs, Tommy, went to the wrong house and then ********** tried to charge me $50 because the tech said no one was home. Since I had no internet or because it dropped constantly, I've had to drive to my Dad's (40 minute round trip, 30 miles) for the past 8 weekends to use his internet and pay my bills. I have wasted a lot of time either calling or waiting for techs, spent money out of my own pocket and driven a lot of miles for services I paid for and not received. ********** has only offered the absolute bare minimum to resolve my dispute and to keep me as a customer.

  Business response

  07/03/2024

  July 3, 2024
  
  Better Business Bureau of Arkansas, Inc.
  ****** ******* ***** ******** **** ****** ***** ** *****
  
  Re: ***** *****
  Complaint Case # ********
  
  This letter acknowledges our receipt of the notice of the complaint filed by *** ***** ***** regarding his ********** service issues.

  From the filings, we understand that *** ***** has been experiencing service disruptions. ********** is fully aware of this situation and has been working diligently to restore service to *** ***** as quickly as possible. The root cause of the issue is that the service is provided over a C Wire drop, which has deteriorated due to tree damage compromising the insulation. Unfortunately, ********** no longer uses or runs this type of drop.

  Buried Drop Requests were submitted twice for *** *****' location. The second submission sought an opinion from a different sub-contractor. Both sub-contractors advised that a road bore could not be performed at this location.

  Currently, ********** is collaborating with Nolin RECC to replace a pole on a cost-sharing basis, which will enable us to run a standard 2-pair aerial drop over the highway and restore service to *** *****.

  We are currently awaiting a quote from Nolin RECC to proceed with this solution. *** ***** has been informed of this plan and has been provided with my contact information. He is encouraged to reach out to me should he need any assistance in the interim. ********** ensures *** ***** will receive credit to his billing for the time he is out-of-service when service is fully restored. 

  We apologize for the inconvenience this situation has caused. ********** values *** *****' business and is committed to resolving this issue promptly. Please feel free to contact me if you need any further information.

  Thank you for your attention to this matter.

  
  
  Sincerely,
  
  ******* *******
  ********** Communications
  Executive Customer Relations
  ************ ** ******** *** ***** ***** **** *********** ** *********** ** *****
  

  
  

  Business response

  08/02/2024

  
  August 2, 2024 
  
  Better Business Bureau of Arkansas, Inc.
  ****** ******* ***** ******** **** ****** ***** ** *****
  
  Re: ***** *****
  Complaint Case # ********
  
  This letter acknowledges our receipt of the notice of the complaint filed by Mr. ***** ***** regarding his ********** service issues.

  Since our last communication, ********** has successfully completed this project, the permanent restoral of service to *** *****’ home, and credited his account for 98 days of service trouble in the amount of $86.11. *** ***** has expressed his satisfaction and is encouraged to reach out to me directly if he has any additional concerns.

  Thank you for your time and attention to this matter.

  
  Sincerely,
  
  ******* *******
  ********** Communications
  Executive Customer Relations
  ************ ** ********

  Customer response

  08/05/2024

  
  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

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’m filing a report against Windstream. Land line service has been out since May 7, 2024 and Internet has been out since May 26, 2024. Several service calls have been placed and there was a technician who came out twice during this time frame. First time, I was told that he couldn’t find the problem and closed the ticket out. Called next day, came out with other technician and finally got internet for about 3 days before it went out again. Since then, each time I call I’m told it will be fixed the next day but has NEVER gets resolved with tickets being closed. I have also left messages for the technician to call back but no return call. Have called to talk to supervisor and get disconnected EVERY SINGLE TIME. I have been without phome for over 7weeks and internet for over 6 weeks. Each time a ticket was called in, I was told if we weren’t home we would be charged $50 resulting I. Is missing work each time. I have called in over 15 times with no RESPONSE

  Business response

  07/03/2024

  **** ** ****      ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** ****** ****** ********* **** * ******** **** *** ********
  
  I am writing in response to the complaint filed by Ms. ****** ****** regarding her Windstream phone and internet services. We acknowledge the receipt of this complaint and appreciate the opportunity to address Ms. ******'s concerns.

  Upon reviewing Ms. ******'s service history, it has been determined that her initial service disruption on May 7, 2024, was due to a commercial power outage caused by severe weather conditions affecting Oneida, KY, and its surrounding areas. Thankfully, service was restored on May 9, 2024, following the restoration of commercial power.

  However, on May 22, 2024, Ms. ****** reported further issues with her internet service. It was soon discovered that the area had been subjected to vandalism and theft, leading to the damage and loss of copper service cables. Windstream took immediate action, dedicating several weeks to the repair and replacement of the compromised infrastructure. I am pleased to report that as of July 3, 2024, all repairs have been completed, and we have confirmed with Ms. ****** that her services are now fully operational and meeting her satisfaction.

  Understanding the significant inconvenience this situation has caused, Windstream has initiated a credit for the service disruption period from May 7, 2024, through July 3, 2024. The credit amount is currently being finalized by our business office and is expected to be reflected on Ms. ******’s July 10, 2024, invoice.

  We sincerely apologize for the disruptions Ms. ****** experienced and the subsequent inconvenience. Windstream values Ms. ******’s patronage and is committed to providing our customers with reliable and high-quality service.

  Please feel free to reach out to me directly if you have any additional questions or concerns.

  
  Sincerely,
  
  ******* ******* ********** ************** ********* ******** ********* ************ ** ********
  CC:      
  ****** ******
  ** *** *** ********** ** *****

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My internet has been going on and off for almost 3 weeks now. I have been told many things that have not come to pass. Now I cant even contact them. If i call it just tells me there is no update and the techs can not help. My wife works from home and has missed work and now has to go to a house next door and use their internet which is supplied by Windstream? When I ask Windstream why i do not have internet but they do they basically tell me that it is only affecting a few customers. I pay 130 a month for my service and cant watch tv play games or anything i am paying to be able to do. I feel like Windstream has abandoned the customers who are having these problems and are just taking our money for nothing in return. Outages happen with Windstream pretty often but nothing like this. We live in the country and have limited choices and I believe they use this to their advantage. All i want is for what i am paying for to be available to me!

  Business response

  07/01/2024

  **** ** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***        ******* * **** ********* **** ********* **** *** ********
  
  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 connection issues he has been experiencing with his internet service.
  
  With respect to Windstream's response, upon investigating, Mr. **** contacted Windstream on June 5, 2024, to report connectivity issues with the internet dropping service. A ticket was created and referred to an internal department for advanced testing. On June 17, 2024, the ticket was closed with notes stating that testing indicated the service to be trained with full rates and margins. A new ticket was created on June 23, 2024 with the commitment date of June 25, 2024. Our technician dispatched on June 25, 2024 and noted that they completed a plant rearrangement, however, after speaking with Mr. **** it was advised the service issues were not resolved. I offered to have a new ticket created and expedited which was declined. Mr. **** advised that due to the unresolved issues, he has chosen to go to a new provider for service which will be installed tomorrow July 2, 2024.  Acknowledging the unresolved service issues, we have arranged for a reversal of the payment amounting to $150.22, to be processed back to Mr. ****' payment method within 72 business hours. I have also ensured Mr. **** has my direct contact information for any further assistance he may require.

  We regret any inconvenience these matters may have caused Mr. ****. We appreciated 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

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So it has been an on going problem since I’ve started service and then when requesting a supervisor I was hung up on now I’m honestly tired of calling into this company every month with the same issue I have called in about countless times now I have had 2 techs come out now and still the same issue if this can’t be fixed then it needs to be said so I am no longer wasting my time going through this I refuse to give money to people who can’t provide the services I am paying for

  Business response

  07/01/2024

  **** ** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***          ***** ****** ********* **** ********* **** *** ********
  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 connectivity issues with his Windstream internet service and poor customer service experience when calling in to report the issues.  
  
  With respect to Windstream's response, upon investigating, our records indicate Mr. ****** contacted Windstream May 27, 2024 to report connection issues with his internet service. A ticket was created with the commitment date of May 28, 2024. Our technician dispatched and found issues at the DSLAM. Our technician noted they spoke with Mr. ****** and provided this information. On June 20, 2024, a new ticket was created again for connection issues. Records indicate a power cycle of the modem and rebuild of the connection were conducted and the ticket was closed without being dispatched, however, Mr. ****** was advised that one would be dispatched the next day. On June 24, 2024 a new ticket was created with the commitment date of June 28, 2024. Our technician found that the cable at the serving terminal was damaged and a module at the pole. Repairs were completed which restored services in full. I spoke with Mr. ****** this morning and confirmed the service issues were resolved. Due to the service issues and poor customer service experienced I applied an adjustment of $128.86 which covers two months of the billing. In addition, I have reviewed the calls Mr. ****** had with out customer service and repair teams and have been in contact with the supervisors to the agents involved to ensure coaching is provided. Mr. ****** has my contact information, and I will continue to assist him with any questions or concerns he may have in the future.  
  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

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay for "high speed internet " which is a joke, it's never been high speed but the past 3 weeks the internet has been worse than normal and this week it's been none existent. I have called for the past 2 weeks, talking with several different people and never had the issue resolved nor had anyone sent out to repair. Today FINALLY after 3 weeks someone is scheduled to come out and fix it (I hope). This is an on going problem with windstream. They have had millions of dollars given to them more than once to put in fiber optics and to give their customers (who do not have a choice in internet providers) a better and faster internet. But still we do not have good service. PLEASE, HELP!!! We are tired of giving them our hard earned money for pathetic service.

  Business response

  06/28/2024

  **** *** ****   ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** ****** ******* ********* **** * ******** **** *** ********
  
  This letter acknowledges our receipt of the complaint filed by Ms. ****** *******. We appreciate the opportunity to clarify the situation and the steps taken by Windstream to address Ms. *******'s concerns regarding her internet service.

  Upon receiving Ms. *******'s report of intermittent service and speed issues on June 11, 2024, Windstream acted promptly to investigate and resolve the matter. Our records show that a technician was dispatched to Ms. *******'s residence on June 21, 2024. During this visit, it was determined that the cause of the reported issues was a faulty modem. The modem was replaced, and our service technician confirmed that the internet service was restored to its proper working order.

  Following the resolution of her service issues, I personally reached out to Ms. ******* on June 28, 2024, to ensure her satisfaction with the resolution and the service. Ms. ******* confirmed that she was satisfied with the steps taken to address her concerns and the restoration of her service. Additionally, she was provided with my contact information for any further assistance she might require in the future.

  In recognition of the inconvenience experienced by Ms. *******, Windstream has issued a credit for the period she encountered service interruptions, specifically from June 11, 2024, through June 21, 2024. The calculation of this credit is currently pending with our business office, and we anticipate that it will be reflected on her invoice dated July 16, 2024.

  Regarding Ms. *******’s inquiry about the availability of fiber-optic service at her residence, we are pleased to inform you that her address is included in our planned upgrade initiatives under the Rural Digital Opportunity Fund (RDOF) project. The review for this upgrade is scheduled for completion by the end of year 2027, subject to any unforeseen circumstances that may arise.

  We deeply apologize for any inconvenience caused to Ms. ******* and would like to reiterate our commitment to providing high-quality service to all our customers. Windstream values Ms. *******'s business and patience during this time. Should you or Ms. ******* require further information or assistance, please do not hesitate to contact me directly.
  
  
  Sincerely,
  ******* ******* ********** ************** ********* ******** ********* ************ ** ********

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called/text Windstream multiple times to ask them to move a telephone box that is located in the road ditch in front of my house so I can widen my driveway out for an addition to my residence. They always fail to return my calls and or emails. This winter the box got damaged by a snow plow and (which feeds a small business down the road). That business was without phone since janruary. They showed up to repair the damaged box last week and got Williams Weldings business line going again but failed to move it as I asked. I volunteered to pay for the cost to move said telephone box with still no response. I feel it’s very unprofessional as I own a business myself to not respond to a matter like this. I am willing to take any legal action necessary to resolve this matter but would prefer it to just be moved upon my request. Thank you for any help ou can offer. -**** ********

  Business response

  07/01/2024

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

  From the filings, we understand that Mr. ******** is requesting the relocation of a Windstream service pedestal for the purpose of expanding his driveway.

  With respect to Windstream's response, Windstream is currently investigating this matter and working on a plan to provide Mr. ******** with the best possible solution. We appreciate Mr. ********’s giving us the opportunity to work with him on this project, and his patience while we work to resolve this matter. Mr. ******** is encouraged to reach out to me directly if he has any questions during this process.

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

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 18th 2024 I had received a text message about my internet install having a problem. After calling it was discovered that when entering in the tech request to have my service installed the salesman had entered in the incorrect code and had entered the code for Phone. Allegedly this sent the ticket to the incorrect center and they were unable to do the requested service. I had requested the install almost a week earlier and had not been informed there was an issue until the day of install. So I called in and explained my situation. The lady on the phone was very polite and understanding and helped me get the correct ticket submitted for 4 days later (over a week after my order) and that was inconvenient yet accommodable. However when I received my email confirmation, it showed $90 for the cost, which was incorrect according to what we had agreed on over the phone. Thinking it was possibly just a small email error i called back and while i was on the phone with the second team member of the day, I had explained how I was looking at a deal on the website showing a 3 year locked price guarantee. After explaining where i found it the team member promptly said “OK” and the call ended. I am assuming I was hung up on and made sure to call back. I informed the 3rd team member of the day that the 2nd team member had hung up on me and proceeded to have my question answered. So far the company has 2 strikes before even having my internet installed. They're currently on thin ice with me so we will see how it goes.

  Business response

  06/28/2024

  **** *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***        ****** ********* ********* **** ********* **** *** ********
  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 Windstream billing.

  With respect to Windstream's response, upon review, our records indicate Mr. ********* is subscribed to our 1GB Simple Internet service via Fiber at a package rate of $94.99 before equipment taxes and fees. New customers receive a $20 discount for 24 months, reducing the rate to $74.99. Enrolling in automatic payments, which I show Mr. ********* has, provides an additional $5 off, making it $69.99 before taxes. For the first 3 months, a further $30 credit is applied, bringing the cost down to $39.99. Post the initial 3 months, the rate reverts to $69.99 for the remaining 24 months. It appears there was a misunderstanding regarding a 3-year rate lock. Our DSL service does have a 3-year $50 promotion, but this does not apply to fiber services. To rectify this, I've adjusted Mr. *********’s promotional credit from 24 to 36 months. With this, Mr. *********’s bill will be around $41 for the first 3 months, then $71 for the ensuing 36 months (until June 2027). I spoke with Mr. ********* this morning and provided this information in addition to sending him an email. Mr. ********* has my contact information, and I will continue to assist him with any questions or concerns he may have.

  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,
  ****** ****** ******* ** ********** ********* ******** ********* ************ ***** ** ********
  CC:       ****** *********             *** ****** **** **             ****** ******** ** *****
  

  
  

  Customer response

  07/01/2024

  
  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

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I moved into our residence May 2021. since we moved in, we have had Windstream internet lines in back yard. we have tried to contact the business in regard to their equipment being down and each time the process gets escalated, a tech comes out to our home to take pictures and then we don't hear from them again. so far, we have made multiple attempts at contacting the business and their corporate office. no solution at this time. we pay $100 a month for our service to work 50% of the time and their equipment to be down in our yard for over 3 years now. we own 4 acres of property that we can't expand due to the company's equipment not being taken care of as well as a potential danger to our dog & child who play around the property.

  Business response

  06/28/2024

  **** *** **** ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** ***          ***** ********* ******* ***** ********* ************* **** *** ********
  
  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 Ms. ***** has raised concerns regarding unburied service lines in their backyard at *** ****** Hill ****** Rd, ********, KY *****.
  With respect to Windstream's response, upon notification of this issue, I immediately liaised with our local field operations and engineering departments to assess the situation. The local area manager has initiated the process for the necessary repair work by requesting the drafting of plans. Our engineer has been in direct contact with Ms. ***** and Mr. ********* to arrange a site survey for the upcoming week, laying the groundwork for a project aimed at securely managing the service lines.
  I attempted to contact Mr. ********* and Ms. ***** this afternoon and left a voicemail detailing these steps. I will continue to collaborate with our engineering team to ensure this issue is resolved and will keep Mr. ********* and Ms. ***** informed of our progress. My contact details were left in the voicemail for any further inquiries or concerns they might have.
  We sincerely regret any inconvenience this situation may have caused and value the patience of Mr. ********* and Ms. ***** as we work towards a resolution. Should there be any additional questions or concerns, please do not hesitate to contact me.
  
  Sincerely,
  ****** ****** ******* ** ********** ********* ******** ********* ************ ***** ** ********
  
  CC:          ***** *********
                  *** ****** Hill ****** Rd
                  ********, KY *****
  
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When I signed up for Internet service, I was only supposed to pay $69 a month for a year and I was supposed to receive a $200 visa for the sign up. They never sent me my visa. I talk to them and they can find it they didn’t see it the last time I talk to him they said they could see it, but it was expired, but they credit my account, I’ve been talking to them and they’re telling me they can’t do it or they’re not willing to do it but the visa was my money that they offered me for signing up with their business Internet service has been crappy at times was great. I was pulling 15 and I’m lucky to be pulling eight. I’ve had them out here several times and they still have not fixed the problem

  Business response

  06/27/2024

  **** *** ****   ****** ******** ****** ** ********* **** ****** ******* ***** ******** **** ****** ***** ** ***** *** **** ***** ********* **** * ********
  
  I am writing to acknowledge receipt of the notice regarding the complaint filed by **** *****. We understand that Ms. ***** has raised concerns related to her billing, a $200.00 reward card promotion offer, and issues with her Windstream service.

  In response to Ms. *****' concerns, Windstream has made several attempts to reach out and address her inquiries directly. These attempts have included communications via phone, SMS message, and email, aimed at establishing a dialogue to resolve the matters at hand. Despite these efforts, as of June 27, 2024, we have unfortunately not received a response from Ms. *****.

  Understanding the importance of customer satisfaction and the resolution of any issues promptly, Ms. ***** has been provided with my personal contact information. We encourage her to reach out directly to me at her earliest convenience, should she still require assistance with her account. It is our priority to ensure that all her concerns are addressed to her satisfaction.

  We sincerely apologize for any inconvenience Ms. ***** may have experienced due to these matters. Windstream values her business greatly and is committed to providing our customers with quality service and support.

  Should you need any additional information or if there are any further steps we can take to assist in this matter, please do not hesitate to contact me.

  
  
  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. ↩