Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was quoted a $35/month internet option. Now that billing has kicked in they are charging me $49/month for the same package.

  Business Response

  Date: 02/28/2024

  February 28, 2024
  
  
  Re:**************************
  Complaint ID ******** 
  Notice of Complaint Filed: February 20, 2024
  
  Dear ****************:
  

  Brightspeed appreciated the opportunity to review the details in the statement of the problem. The service includes Brightspeed high-speed internet for $49, including a modem lease for $15, plus taxes, fees,and surcharges. An adjustment of $30 was issued as part of the Affordable Connectivity Credit (ACP), reflected in the billing statement on Feb. 02, 2024.Also, the bill reflects an adjustment of $18 as a late payment adjustment,including an adjustment of $120 as service guarantee credit; the total adjustments are $168.00.
  

  We appreciate **************************  for taking the time to reach out to the BBB to inform Brightspeed about the billing matter. We apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

  *******************
  Brightspeed Customer Advocacy
  
  CC: **************************

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I PAID MY BILL EARLY, AND THEY TURNED OFF MY SERVICES. THEY ASKED ME TO PAY ANOTHER AMOUNT TO BE IN ANOTHER PAYMENT ARRANGEMENT. NOW, 3 WEEKS LATER, I STILL DONT HAVE LONG DISTANCE. WHEN YOU IN A RURAL AREA, YOU HAVE LIMITED OPTIONS FOR PHONE AND INTERNET. CUSTOMER SERVICE IS TERRIBLE. I COULD NOT UNDERSTAND THE REPRESENTATIVES' HEAVY ACCENTS AND LOUD NOISES IN THE BACKGROUND.

  Business Response

  Date: 03/04/2024

  Brightspeed appreciates the opportunity to review the concerns regarding the complaint that has been submitted by *************************.
  
  Per our research, a payment arrangement was set on 12/8/23 and scheduled to be paid on 12/20/23. However, the payment was posted earlier resulting in a failed payment arrangement and the suspension of the long distance. Please note that payment arrangements must be made on the scheduled date to avoid interruption of service. Our records indicate a new payment arrangement has been set and the long distance was restored on 2/21.
  
  At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  I apologize for any issues or inconvenience that *** have been experienced.  
  
  Thank you,
  ***************************
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 03/05/2024

   
  I am rejecting this response because: I was penalized for making a payment just a few hours EARLY. I would understand if I paid late. Brightspeed is the only phone option in.my area. I have been a customer since 2010 at.my residence. They really take customers and their money for granted. I would like to have my bill adjusted for the inconvenience this caused: service off, poor customer service, and a a major disturbance to.my life. 
  
  

  Business Response

  Date: 03/12/2024

  Please be advised that we have reviewed this matter and stand by the original response. Although the payment was submitted early, an arrangement was set for 12/20. As stated previously, the arrangement must be kept to maintain the service. A credit is not warranted due to the customer did not keep the agreement set however, as a courtesy, a one-time adjustment has been issued and should appear on the next bill.

  Thank you,

  Customer Answer

  Date: 03/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Saturday, February 10th, I was again without internet service. This happens about every other month. I have to contact Brightspeed. It is usually resolved when they will reboot the modem from their end. The last several times, including this one, they tell me a technician must come to the house and that if I am not home they will charge me $99. I have to go through about three people to get one to finally admit that I do not have to pay (unless someone needs to come inside to repair it). Several of the customer service reps have ended the chat or hung up on me. This most recent time they send someone out (after agreeing to no charge if it is all outside) on Thursday February 15th. I went home and rebooted my modem. The wifi would not work. I replied to the review our service text and they got someone to reply. This person again tried to make me agree to a tech coming out and paying $99 if I was not home. I told them I am tired of paying for something I cannot even use. They offered to credit me the six days I was out of service this time. The person the pressures me to agree to the tech and the fee, knowing I keep saying I will be at work. The service person then says they refuse to credit me for the lack of service. It would seem to me that this company is running a scam. At the very least, their representatives are liars.

  Business Response

  Date: 02/23/2024

  February 23, 2024
  
  
  Re: ************************
  Complaint ID ********
  Notice of Complaint Filed: February 16, 2024

  
  Dear ****************:
  

  Brightspeed appreciated the opportunity to review the rebuttal details in the rejection compliant. The last trouble was reported on Feb. 10, 2024, and was cleared on Feb. 15, 2024. The trouble was caused by deteriorated aerial and buried copper found on the Brightspeeds side of the Demarcation Point (Demarc). I verified that no out-of-service credit was issued for the 6-day duration. A credit adjustment has been issued for $14.55 to satisfy the service interruption and will be reflected on the bill invoice on the Mar. 07, 2024, statement.
  

  Note: When Brightspeed dispatches a technician to investigate a customer reported trouble and determines the issue is caused by customer wiring, equipment, or customer actions, a Trouble Isolation Charge (TIC) applies if customer does not have Inside Wire Protection.  The charge also applies when a customer requests or allows ****************** to dispatch a technician and then does not allow access to the necessary in-home wiring and equipment or is not available to allow access. The TIC is always waived for customers who have inside wire protection, unless Brightspeed determines through remote testing that no trouble exists, and the customer insists on a dispatch. If no trouble is found, the charge applies whether or not the customer has inside wire protection.
  ****************** apologizes for any issues due to the experience and inconvenience.
  

  Sincerely,
  

  *******************
  Brightspeed Customer Advocacy
  

   

  CC: ************************

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our internet service went out on Tuesday, February 13th. It is now Friday, February 16th and the service has not been restored with no restoration in sight. While I understand that outages happen the lack of support and run around that we have received is astonishing. In order to get to speak with anyone to get assistance it is a multistep process to get to a person. For example, I have enter and confirm my phone number to the account 4-6 times before I can proceed to the next step. Then the person that you get from an outsourced call center cannot provide any assistance. We have received the same scripted response since Tuesday: that they are working to restore service and it will be up as soon as possible. I can not get an answer as to when service will actually be restored. When asked to speak to a manager or to escalate the call, I have been disconnected or promised a call that was never received. I've tried to use the chat through Brightspeed's website only to be told that they cannot assist me and that I need to call. My husband and I have made multiple calls and have gotten 0 resolution or response. The amount of effort it takes to speak with customer service feels fraudulent - it shouldn't be this hard. The lack of answers feels deceitful. At this point, I feel like Brightspeed is practicing deceitful business practices that are harmful by intentionally making it hard to speak to anyone that can provide resolution.

  Business Response

  Date: 03/01/2024

  Brightspeed appreciates the opportunity to review the concerns regarding the complaint that has been submitted by ***************.
  
  Our records indicate the customer contacted ****************** regarding internet issues at which time an outage was detected. Records indicate the outage has been cleared. I have reached out to the customer to confirm service restored and at this time no response received. As a courtesy, a credit has been issued to the account for the recent outage. If the customer is continuing to have issues, please advise.

  Thank you,

  ***************************

  Brightspeed Customer Advocacy Group

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Entered by BBB staff LO Starting 1/16/24 consumer states her internet went down. She called to let the business know and the service came back but it has been spotty. Then the phone lines went down as well. The consumer had to transfer all of her calls to her sons personal phone. She has complained to the business multiple times but no one wants to come out to her area. They have made 3 appointments with her but they never show up. The consumer states she was given a $40 discount but that does not fix the issue. The consumer is still having trouble with the service. They business asked the consumer again if she wanted them to send someone out she advised them that they never show up and the issue is not within her home, it is something to do with their lines. More people in the consumers area have had the same issue with this service.

  Business Response

  Date: 02/28/2024

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***********************.
  
  The customers complaint states: Entered by BBB staff LO Starting 1/16/24 consumer states her internet went down. She called to let the business know and the service came back but it has been spotty. Then the phone lines went down as well. The consumer had to transfer all of her calls to her sons personal phone.She has complained to the business multiple times but no one wants to come out to her area. They have made 3 appointments with her but they never show up. The consumer states she was given a $40 discount but that does not fix the issue.The consumer is still having trouble with the service. They business asked the consumer again if she wanted them to send someone out she advised them that they never show up and the issue is not within her home, it is something to do with their lines. More people in the consumers area have had the same issue with this service.
  
  In review of the account, this customer was impacted by an intermittent outage.  Due to a secondary issue, I engaged our Escalation Repair team for assistance.  They dispatched a technician who identified cable trouble and a bad port and repaired the issue.  The customer also received a replacement modem.  The customer advised the service was much better. The internet statistics are showing the service is listed as very stable.  Appropriate out of service credit has already been applied to the account for both issues by previous agents.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues and/or inconvenience that *** have been experienced.
  
  Sincerely,
  
  **************
  Pronouns: he/him/his
  Executive Office Case Manager
  Customer Advocacy Group
  ******************

• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brightspeed has our account mixed up with different address and different client. There is at least 4 different accounts opened for our service. We have been disconnected twice for lack of payment. I been sent 4 bills in one day to the same address for the same service. **** were a credit, a current bill , disconnection notice and I do not recall what the fourth one was.

  Business Response

  Date: 02/20/2024

  February 20, 2024
  
  
  Re:  **********************
  Complaint ID ********
  Notice of Complaint Filed: February 14, 2024
  
  Dear ****************:
  

  Brightspeed appreciated the opportunity to review the details in the statement of the problem. Our business team was able resolve Mr. ****** billing issues.
  

  We appreciate **********************  for taking the time to reach out to the BBB to inform Brightspeed about the matter. We apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

  *******************
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 02/21/2024

   
  I am rejecting this response because:

  On the same day as I spoke with ***** from Brightspeed I received another invoice that was not very clear as to charges. I was able to see that part of the bill was $50.00 for a connection fee, for what I am not sure. I wish to have someone explain the bill and see if we can go more than one billing cycle without being disconnected again. 

  I also spoke to ***** in regards to a credit for the more than five months of aggravation, 21 hours of talking with service and billing and multiple loss of service to our phone and/or internet lines. 

  ***** was very helpful but I have lost all confidence in Brightspeed and their ability to straighten out this new bill and continue to provide me with uninterrupted service. 

  ************************

  
  

  Business Response

  Date: 02/22/2024

  February 22, 2024
  
  
  Re **********************
  Complaint ID ********
  Notice of Rejection Complaint Filed: February 21, 2024
  
  Dear ****************:
  

  Brightspeed appreciated the opportunity to review the rebuttal details in the rejection complaint. As stated in the initial response on 02/20/2024, Brightspeeds business team resolved Mr. ****** billing issues. The record on file confirmed that a business specialist engaged with ************** to resolve his issues. We corrected phone line records to match the associated line ID ************ at *********************************; bills received for the billing account numbers ********* and ********* were cleared and removed; a customer satisfaction credit of $80 was issued due to the experience and inconvenience. The changes will be reflected in the following bill statement on 03/08/2024.
  
  Brightspeed apologizes for any billing issues that ************** continues to experience.
  

  Sincerely,
  

  *******************
  Brightspeed Customer Advocacy
  
  CC: **********************

  Customer Answer

  Date: 02/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a former CenturyLink customer and they were bought out by ******************. I accidentally made a bill pay payment to Brightspeed on 1/4/2024 in the amount of $189.78. Brightspeed located the money and advised a refund was already in progress and to wait the 5-7 business days. I contact Brightspeed again on 1/24/2024 as I did not receive the refund. A second employee advised she saw the refund and it was already pending and it was with my bank as my bank had not released the funds. I contacted the bank who advised they do not hold funds. On 1/25/2024 I contacted Brightspeed again who advised the transaction never existed and I would not be receiving a refund unless I provided proof from my bank. I provided the transaction statement for the incident from my bank. Brightspeed had to launch and investigation as the entire transaction history was erased from their systems. Multiple times the new employee assigned to my case advised my bank had the money. My bank denied this and their bill pay team opened an investigation - Brightspeed is uncooperative with them. To date - I have not received my refund and Brightspeed is now advising they will send me a check and I have to wait at least 3 more weeks. They have continuously ignored my request for contact information to provide to my bill pay team at my bank. Conversation with customer care contact attached.

  Business Response

  Date: 02/14/2024

  Please be advised that we have received your complaint filed by the BBB regarding a recent billing issue. 
  
  Our records indicate that we previously received and investigated this dispute in response to a complaint filed with the ** Attorney General on 1/31/24. This matter is still being investigated and a resolution will be provided to the customer by the ** Attorney General.
  
  At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  I apologize for any issues or inconvenience that *** have been experienced.  
  
  Thank you,
  
  ***************************
  Brightspeed ***********************

  Customer Answer

  Date: 02/15/2024

   
  I am rejecting this response because:
  

  The desired resolution is to refund my money that is rightfully owed to me. While the business does address they are investigating, at no point do they acknowledge they will return my money despite already advising they've "investigated this dispute" with the ***************************** The verbiage the business used in this sentence is past tense, indicating they already investigated. However, they continue to advise the investigation is on-going. There's no clear path of resolution provided to me by the business despite me providing documentation/evidence showing the payment discretion and their company's inconsistent remarks about when my money will be returned and how. Instead, they advised the resolution will be provided by the ** Attorney General's Office. 
  
  The desired resolution is for the company to recognize the lack of customer service skills and return the funds that were mistakenly paid. 

  
  

  Business Response

  Date: 02/20/2024

  Hello,
  
  This matter was received and investigated in response to a complaint filed with the ** Attorney General on 1/31/24. Our records indicate that ************** concerns were escalated to the Brightspeed ********* Services Team for review.  Per Payment Investigation, the refund was sent to Accounts Payable. A refund could take up to 3 weeks for the check to be cut and received by the customer. On February 16, ****, a detailed voicemail message with the status of refund was left for the customer. This information was submitted to the ** AG on 2/16/24.
  
  I apologize for any issues or inconvenience that *** have been experienced.  
  
  Thank you,
  
  ***************************
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have complained before due to intermittent ************* They have assured me the problem has been corrected but it hasnt. We are losing service once or twice every day. My SimpliSafe home alarm records each time the service is lost. Please take care of this problem!!!

  Business Response

  Date: 02/12/2024

  Hello,
  
  Please be advised that Brightspeed has completed a review of the complaint filed by ********************** regarding intermittent connection and reliability. 

  
  We previously received and investigated this dispute in response to a complaint filed with Brightspeed on 2/9/24. We will continue to investigate and provide updates to the customer directly.
  
  Thank you,
  
  ***************************
  Brightspeed Customer Advocacy Group

  Customer Answer

  Date: 02/12/2024

   
  I am rejecting this response because:
  Its the same story just a different day. I have neighbors with the same problems and none of us ever get a ***********. The Brightspeed transmission lines are old and worn out according to their service team. They just will not spend the money to actually repair the problem! 

  Business Response

  Date: 02/22/2024

  Please be advised that due to the ongoing issues with the service, this matter has been escalated back to the Brightspeed repair escalation team to investigate the issue further. A request has been made to include the local field manager for additional troubleshooting and feedback.
  
  
  
  Thank you,
  
  ***************************
  
  Brightspeed ***********************

  Customer Answer

  Date: 06/03/2024

   
  I am rejecting this response because:

  I have complained numerous times about my internet service with Brightspeed to no avail. My internet service intermittently goes out 2-3 times daily as can be seen on my SimpliSafe home protection report. I have uploaded a file showing outages for today 6-1-2024. This is only a sample as it happens daily!

  Desired Resolution:

  Repair

   

  
  

  Business Response

  Date: 06/10/2024

  June 10, 2024
  
  Dear *********************************,
  
  Regarding your rejection, I reached out to our technical support team for review and customer contact on June 3rd.  They have tried calling and emailing you to review and troubleshoot your service various times with no answer and no response to their emails.  The high bandwidth issues continue to be found, which is out of our control due to the number of devices being used.  This is what is found to be the issues with your service.  As previously advised and recommended, although it *** not be were you are looking for, to lower your speed to 10m for a better experience, but still having to limit the number of devices.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have recently purchased the Brightspeed Fiber internet as we were told that was the only option for where we live. Half the time we cannot get our internet from room to room and we were told the only place to install this router was permanently on the wall in the bedroom on one side of the house. The internet doesnt even reach the living room 10 steps away. The other half of the time we have to use our hotspot data from our phones to even get the tv to work because for some reason our area is always experiencing an outage most of the time for days at a time. At this point we might as well just pay our phone company more for hotspot data as that would be a better investment than this so called internet we pay $59 a month for. It is impossible to work from home, have our security cameras up and running, and do anything at all personal or work related that requires internet. If we were to have a break in or someone at our door we wouldnt even know because the internet is out so often that the doorbell that we pay for cant even get recordings or let us see a live view of anything.

  Business Response

  Date: 02/22/2024

  We appreciate the opportunity to review the concerns regarding the recent outage and intermittent connection issues submitted by *************************.
  
  ****************** concerns were forwarded to the repair escalation team to troubleshoot. An outage was detected and cleared on 2/8/24. There have been no prior tickets or calls related to connection issues.  As a courtesy, a credit has been issued to the account for the recent outage and inconvenience.
  
  The customer is advised to report any future issues with the service to Brightspeeds internet help desk ***************) as soon as the issue is noticed for proper troubleshooting measures and assistance.
  
  Thank you,
  ***************************
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Every month I receive my e-bill from Brightspeed and every month I try to pay my bill online on the date I receive it. For three months now, when logging in to Brightspeed to pay, the payment page tells me that they are sorry but they are experiencing technical issues. The message says to call or chat to pay my bill. THAT IS UNACCEPTABLE. I do not want, nor should I be expected, to give my bank or credit card information to a person over the phone or by chat. I have made several attempts each month to pay my bill online and there is always a message regarding a technical issue preventing Brightspeed from taking my payment. Brightspeed charges $18.00 for late payment fee but it is their fault my payment is late. I have had to make my payment over the phone and that not only bad business but a financial security risk for me. Please make Brightspeed honor their commitment to customers to provide SECURE payment options ONLINE and refund the late fee they charged me last month.

  Business Response

  Date: 02/09/2024

  Please be advised that Brightspeed has been in direct contact with ************** and has assisted her in resolving her recent billing concern.
  
  Thank you for allowing us the opportunity to assist. We apologize for any inconvenience and frustration endured and hope this matter has been resolved to the customer's satisfaction.
  
  Thank you,
  
  ***************************
  Brightspeed Customer Advocacy Group