To better serve our customers, Windstream Enterprise is consolidating billing systems. Over the next several months, you will notice a change to your invoice format.
The following changes will occur:
Fees, surcharges, taxes and service rates may change based on how they are assessed in the new billing structure.
Additional important service-related changes:
Q: Will there be any changes to my bill?
A: Yes. You will now be billed out of a new system post migration. Beginning with your new Windstream Enterprise invoice, you will notice changes on your bill including but not limited to account numbers, payment due date and payment remit to address. Additionally, the format and layout of the invoice will appear differently. Click here for a simple guide to help you interpret your new bill.
Q: Will my AutoPay still be in effect?
A: Yes. You do not need to re-enroll for AutoPay with your new account number. Please review your invoice for any draft day changes. If you need to make changes to your Autopay setup, this can be done through WE Connect, our customer portal.
Q: Will I need to set up a new W9?
A: If you currently have a Broadview W9 on file and have not already requested a Windstream W9, you can download one by clicking here. For questions related to a new W9, please email us at Windstream.Win_W9_Request@windstream.com.
Q: If I am currently sending Electronic Funds Transfer (EFT) payments monthly will I need to change the bank account I’m remitting to?
A: Yes. Once you have received your updated invoice, you will need to submit your payments to a new bank account. Click here to download the new EFT banking information. For any questions regarding EFT payments, please email firstname.lastname@example.org and include your Windstream Enterprise account number.
Q: Will I continue to have access to my complete invoice history?
A: Twelve months of payment and invoice history will be available within the WE Connect portal. There will be a $10 charge to receive an invoice older than 12 months.
Q: Will I still see the BTN number on my new invoice?
A: No. Your BTN number will no longer appear on your invoice. Please use your account number as a reference when calling about your account.
Q: What is the new Paper Invoice Fee?
A: Customers who currently receive (or wish to receive) a paper invoice will be charged a Paper Invoice Fee. The charge will be determined by the count/number of actual sheets or printed pages included in the invoice that goes beyond what is included in the standard ‘Invoice Summary’ option. The fee associated with your printed invoice will display as Paper Invoice Fee under Monthly Charges on your invoice. Refer to the chart below for details. To avoid the Paper Invoice Fee, you may wish to use the customer portal, WE Connect, to download and print invoices.
Q: What types of payments are accepted through online bill pay?
A: Payments can be made online with a debit or credit card, other than American Express, or through your banking account. However, a convenience fee will be assessed on credit and debit card transactions. A fee discount is offered on cash payments (ACH or check). To avoid the convenience fee, login to your online account once you have received your initial invoice and update payment information to your bank account or contact us at 800-276-2384.
Q: Will my convenience fee for credit card payments remain the same?
A: No, the new payment tiers are outlined below.
Q: Is there a late payment charge?
A: Yes, however, you will not see a change to the amount charged. Any balance unpaid by the invoice due date is subject to a late payment charge. Please refer to your Windstream Enterprise invoice for the payment due date.
Q: Are there any additional charges that may be assessed to a late payment?
A: In addition to the late payment charge, an additional Collection Fee will be applied to the accounts of business subscribers with any unpaid balance when the previous month’s bill has not been paid in full prior to the next billing date for customers in the following states: AL, AZ, CA, CO, CT, DE, DC, FL, GA, HI, IA, ID, IL, IN, KS, KY, MA, MI, MN, MO, MS, MT, ND, NE, NH, NJ, NM, NV, NY, OH, OK, OR, PA, RI, TN, TX, VA, WA, WV and WY. Based on the tiered Collection Fee structure, the following would apply:
Q: Is there a return check fee?
A: The fee for a returned check will not change. You will still be charged $25.00 for any returned checks.
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