Announcing a New Invoice Format

In an effort to better serve customers, Windstream is consolidating billing system platforms. The new and improved invoice format change will be effective beginning October 19, 2018.

  • Once your account has been migrated to the Windstream 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 due date to mention a few of the changes.
  • Some product names on your invoice may vary slightly from the previous invoice.
  • 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 or communications.
  • The payment remittance name and address has changed. 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. The new remittance information will be listed on your new invoice.
  • Beginning with the first invoice you receive after October 19, you may have a change in your invoice date and/or due date. Please refer to your new Windstream Enterprise invoice for your new invoice and payment due date. If you are on AutoPay, your payment draft date will be adjusted in accordance with the change in your due date. You may also experience a slight proration on your first invoice depending on your invoice date (see table below).
    Current Invoice Date New Invoice Date New Bill Period Proration on 1st New Invoice
    21-Sep 22-Oct 22nd – 21st of the following month None
    1-Oct 1-Nov 1st – last day of the month None
    7-Oct 8-Nov 8th – 7th of the following month None
    15-Oct 15-Nov 15th – 16th of the following month -1 Day

Impacts to Fees, Surcharges and Taxes:

  • Customers may see changes to certain Fees, Surcharges and Taxes on their invoice.
  • FCC Charge will invoice under Surcharges and Taxes as FSLC Charge.
  • For products ABC, JKL and XYZ, you may see increases/charges related to Federal Universal Service Fund (FUSF) and Administrative Service Fee (ASF) as the FCC considers these services subject to these surcharges.
  • Some fees and surcharges previously included in a product or service rate may now be removed from the rate and billed separately under Surcharges and Taxes.
  • Specific to certain products and services, FSLC previously included within the amount charged may now be removed from the rate and be billed separately under Surcharges and Taxes as FSLC Charge.

Additional Changes:

  • All Per Minute Usage amounts will now round to four digits.
  • Some products and services previously reflected on multiple lines may now be shown in a concatenated format under the billing product name. Example:
  • Product and service charges that previously included more than one component may now reflect each component listed separately on the invoice with the appropriate cost associated with each service. Example:
  • Products and services that have a $0.00 rate associated with them will no longer be shown on your invoice. You will however, continue to receive the service with no changes.
  • Telephone numbers without usage during the previous bill period will not be shown on the invoice.
  • Post migration, your six-digit circuit ID will no longer be displayed on your invoice. However, the full circuit ID will be visible. In addition, your telephone number will display in the usage section.
  • Some discounts previously shown on your invoice will no longer be visible but will be applied directly to the rate charged for the product or service.
  • Customers may see a change to International Calling rates. Customers can view the new rates by clicking https://www.windstream.com/About-Us/Tariffs/ and selecting this tariff document.
  • Customers may see a change to Directory Assistance rates. Customers can view the new rates by clicking https://www.windstream.com/About-Us/Tariffs/ and selecting this tariff document.
  • Conference Calling Rates – may not be needed based on feedback but will confirm prior to page going live

 

Q&A:

Q: Will there be any changes to my bill?
A: You will now be billed out of a new system. Beginning with your Windstream invoice, you will notice changes on your bill including but not limited to account numbers, payment due date and payment remit address. Additionally, the format and layout of the invoice may 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: Yes. If you 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.

Q: Where can I find my payment history and invoicing information?
A: Payment and invoice history will still be available within myLink and our new WE Connect portal.

Q: Will the fee associated with my paper bill fee change?
A: Yes. The Paper Invoice Fee 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. Changes related to paper bills can be made by accessing your account in myLink or the WE Connect portal. The fee associated with your printed invoice will display as Paper Invoice Fee under Monthly Charges on your 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 through your banking account.

Q: Will I continue to see charges by departments broken out on my invoice?
A: Yes, these will continue to be split out.

Q: Will I still be able to make payments with a credit card?
A: No. After October 19th, you will not be able to make payments with a credit card. However, this will change soon, and you will be informed when we will begin accepting credit card payments again.

Q: Is there a late payment charge?
A: Yes, however, you will not see a change to your late payment fee due to the billing migration. Any balance unpaid by the invoice due date is subject to a late payment charge. Please refer to your Windstream Enterprise invoice for your payment due date.

Q: Will I still see the OMS number on my new invoice?
A: No. Your OMS number will no longer appear on your invoice. Please use your account number as a reference when calling about your account.

Q: Is there a fee to pay my bill online?
A: ACH payments will not be assessed a fee.

Q: Is there a return payment fee?
A: The fee for a returned check will not change. You will still incur a $25.00 charge for any returned payments.