Announcing a New Invoice Format and Invoice Changes

In an effort to better serve customers, Windstream is consolidating billing system platforms.

Once your account has been migrated to the new billing platform, you will notice a change to your invoice format. In addition to the new layout, you may see a new Windstream Enterprise logo, a new remittance address, account number and payment due date, among other changes. Please note the following:

  • New Product Names. You may be assigned a new account number, which will display at the top of your Windstream Enterprise invoice. Please update your records with your new account number, as you will need to reference it with any correspondence, communications, or payments.
  • Change to Payment Information. The payment remittance name and address has changed, and the updated information will be reflected on your new invoice. Payments will need to be remitted to Windstream. The new address is P.O. Box 9001013, Louisville, KY 40290-1013. Please update your records and mail your payment to the new address to ensure your payments are posted in a timely manner.
  • New Product Names. Some product names on your invoice may vary slightly from the previous invoice or from the product name that appears on your contract or order summary.
  • Change to Invoice/Due Date. Beginning with the first invoice you receive after the migration, you may have a change to your invoice date and/or due date. Please refer to your new Windstream Enterprise invoice for your new invoice and payment due date.
  • Billing Proration. Customers with a change to their invoice date will see prorated charges on your new invoice.

Impacts to Fees, Surcharges and Taxes:

  • Customers may see changes to certain Fees, Surcharges and Taxes on their invoice.
  • EUCL Charge will invoice under Monthly Charges as Federal Subscriber Line Charge Fee.
  • Customers may see a change to the Local Number Portability fee.
  • Customers with locations in New York, Pennsylvania and Minnesota will no longer be charged Administrative Service Fee (ASF).
  • Beginning with the second invoice on the new billing platform, customers with locations in New York, Pennsylvania and Minnesota may now be assessed the Regulatory Assessment Surcharge (RAS.) The RAS is 5.888% and is assessed on monthly recurring interstate, Internet and international service charges.
  • Beginning with the second invoice on the new billing platform, customers who currently receive a paper invoice will now be charged a Paper Invoice Fee.
  • Beginning with the second invoice on the new billing platform, customers with past due balances are subject to a Late Payment Charge. Customers in certain states may also be charged an additional Late Payment Collection Fee Charge of $12.00.

Additional Important Service Related Changes:

  • Effective immediately, any reference in your contract to the Standard Agreement for Service Terms and Conditions, and any other applicable terms and conditions and/or service level agreements, located at earthlinkbusiness.com can now be accessed at this link: https://www.windstreamenterprise.com/legal/.
  • Customers may see a change to Interstate Directory Assistance rates. The Interstate Directory Assistance rate will be $1.99.
  • Customers may see a change to International Calling Rates. Customers can view the new rates in the Windstream & EarthLink Companies International Rates Terms and Conditions document posted under the FCC jurisdiction tab here – https://www.windstream.com/about/windstream-information/tariffs.

Q&A:

Q: Will there be any changes to my bill?
A: Yes. You will now be billed out of a new system effective once the migration is complete. Beginning with your 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 I need to set up a new W9?
A: If you currently have an EarthLink 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 wci.cash.applications@windstream.com and include your Windstream Enterprise account number.

Q: Is there a fee associated with receiving a paper invoice?
A: Yes. The Paper Invoice Fee charge is 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 and will be billed on your next month’s invoice. See the chart below.

Number of Sheets* New Rate
Summary 0nly $0.00
1 to 4 $8.00
5 to 19 $13.50
20 to 49 $19.50
50 to 99 $28.50
100 to 249 $35.50
250 to 499 $45.00
500 to 999 $85.00
1000 to 2999 $125.00
3000 + $250.00

*The count is per sheet (front and back) not per page.

Q: What types of payments are accepted through online bill pay?
A: Payments can be made online with a debit or credit card 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 and update payment information to your bank account or contact us at 855.352.2731.

Q: Is there a late payment charge?
A: Yes, any balance unpaid by the invoice due date is subject to a late payment charge. Please refer to your Windstream invoice for your new 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 Late Payment Collection Fee Charge of $12.00 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, CA, DC, FL, GA, IL, IN, MA, MI, MO, MS, NJ, NY, PA, TN, TX and VA

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.