Windstream Services, LLC complaints

With respect to Kinetic's response, after reviewing the account for Janice Williamson, I found records showing that on 10/28/2025 she called Kinetic to complete a Transfer of Authority (TOA) to Ryan Williamson. The agent did place the required TOA orders; however, they were not documented correctly. A TOA requires two linked orders: one to disconnect service under the current account holder and another to re-establish service under the new account holder. Our records show order 0447645O00555 was submitted to close the account under Janice, and order 0447645I00556 was submitted to establish service under Ryan. Because the orders were not properly linked and annotated, Janice's disconnection order was placed into a customer action status for an order correction and, when no correction was made, it expired and was canceled on 11/18/2025. Ryan's order appears to have encountered a similar issue and was also canceled. As a result, the account remained active under Janice. The reason billing may not have been received is because our records show Janice's bills were being mailed to 517 16th St SE, Cedar Rapids, IA 52403. Records show the account continued billing until 02/25/2026 when Ms. MacKenzie Williamson called to have the account closed. During that call, our account specialist applied an adjustment of $156.46 and advised the remaining balance was Dish Network charges, which typically cannot be adjusted by Kinetic. Regarding Dish Network billing, although Kinetic and Dish Network previously partnered for bundled billing, we do not have access to Dish Network's billing systems and cannot modify or disconnect Dish services. Under that partnership, Dish would send charges to Kinetic once a month, Kinetic would pay them, and the charges would then appear on the Kinetic bill so the customer received a single statement. After reviewing the account and call records, I applied an adjustment for the remaining balance of $439.29, bringing Janice's Kinetic account to a zero balance. A fnal invoice may generate re?ecting the adjustment and closure. I attempted to reach MacKenzie Williamson on March 18, 2026, and left a voicemail with this information in addition to emailing it to her. In the email, I advised that if Dish Network has not been disconnected, they will need to contact Dish directly, and I provided the contact information for them. It was also advised that regarding the modem, we do not typically dispatch a technician for equipment pickup. When equipment needs to be returned, we mail a prepaid return label. In this case, I am not showing that the modem is required to be returned, and no return label request was submitted, so the modem may be recycled as they wish. My direct contact information has been provided for any additional questions or concerns, although to date, I have received no response from Ms. Williamson. We regret any inconvenience these matters may have caused. We appreciate their business and thank them for their patience while we addressed the issue. Please feel free to contact me if you need any additional information.

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Dear Sir or Madam, This letter acknowledges our receipt of the notice of the complaint (as identified above) filed by Ms. Henson. From the filings we understand that Ms. Henson has raised concerns regarding being double billed for a deposit when establishing Kinetic services. With respect to Kinetic's response, upon investigating, I reviewed the call Ms. Henson had made with our customer service team on August 29, 2025. During the call Ms. Henson reported that she had placed an order a few hours prior and that a deposit was taken and was showing four pending transactions. I was not able to locate the call Ms. Henson had with our sales team. Records show that the order was not placed by our sales team and was placed with an authorized vendor. After locating the order, our agent transferred the call to our financial service team. During the call, the Ms. Henson explained that when she made a payment for a security deposit, she was charged four times. Our agent advised that they did not see any payments or deposits made on the account. Our financial service agent advised Ms. Henson that we found no payments were made and that she would need to dispute the pending transactions with her bank. After reviewing the call records and account information, I found no records of a deposit made. In addition, our records show that a payment of $60.05 was drafted on September 29, 2025. Our records show that the payment was returned on October 1, 2025 which was why the account showed a past due balance. On October 3, 2025 an adjustment of $65 was applied to the account which cleared the past due balance and brought the current balance to $52.89. I attempted to contact Ms. Henson on October 14, 2025 without success and left a voicemail with my contact information. In addition, I emailed Ms. Henson and asked if she could provide the payment documentation so I could further investigate the deposit, and the returned payment. I've not received any response to the voicemail or email sent. Yesterday, I attempted to contact Ms. Henson again and emailed her. I advised that I adjusted the current balance of $52.89 in full as a courtesy while I researched this issue for her. I am collaborating with our financial service and payment investigation teams regarding the deposits and returned payment. I've provided my direct contact information on the voicemail left and emails sent and will continue to provide updates to Ms. Henson as information is provided. If she has any questions or concerns, she may contact me directly at 1-866-962-7662 ext. 20867213. We regret any inconvenience these issues may have caused Ms. Henson. We appreciate her business and patience while we addressed the matter. Please feel free to contact me if you have any additional questions or concerns. Maggie Willey Kinetic Executive Escalation Specialist P: 866-962-7662 Ext 20867213

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