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:01/03/2025

  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 notified Brightspeed on 12/2/24 that my landline phone had a buzzing sound and incoming calls only rang once, then ringer stopped. I set up appointment for 12/12/24 . Yech would appear between 8-5 pm. I was told tech would be there by 11:30. when nobody showed, I tried to contact a person, was told tech would show up by 5:00 pm. No tech came and I got a computer generated list of optional dates. I chose 12/3/25. No tech arrived today and I used their chat to talk to *******, who said tech would come by 5:00. No body came so I called customer service. They had a record of my ticket number but would not explain why I had no service. They offered to see if a tech could come out, but I refused. I do not want a tech in my house after 5 pm. Then they sent me a text giving me another day,1/10/25 without my agreeing to it. Brightspeed bought Century Link and the service has deteriorated. You cannot get to speak to service personnel, customer service cannot resolve issues, or lie about it, computer generated answers do not allow for descriptions of issues. Corporations spin of parts of their divisions with no thought of shoddy work the buyer has.

  Business Response

  Date: 01/06/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  1/06/2025
  
  
  Re: ***** *******
  Complaint ID: ********
  Notice of Complaint Filed: 1/3/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. Our technician was able to repair the issue. The customer confirmed the issue is resolved.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  

• Initial Complaint

  Date:01/03/2025

  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.

  Contacted Brightspeed about a connection issue with my internet on Dec 11 2024, they stated the Earliest appointment would be JAN 3 2025. I WFH and this is very inconvenient and causes complications. Here it is Jan 3 2025..The entire household had been on the lookout All day from 8 am-5pm (past 5pm actually) I even chated with Brightspeed about the technician not showing, they told me. If they don't come to Call/Chat them back. I checked the Brightspeed Portal all day "Where's my Technician " the status remained on "Hasn't Started" I Checked it again and my appointment was AUTOMATICALLY RESCHEDULED to JANUARY 28 2025!!! ANOTHER 3 weeks! This is unacceptable! I just need my internet fixed asap! I had to come out of pocket to buy hotspot..to work.

  Business Response

  Date: 01/16/2025

  January 16, 2025
  
  
  Re:  Shondre Pugh 
         Complaint ID: ********
         Notice of Complaint Filed: January 3, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the repair issues in detail. I sent your case to the dispatch department and dispatched a technician for January 9, 2025. The buried service wire was deemed unusable and replaced with a temporary line. The inside wire and **** were also replaced at that time. The service was restored to proper working order. Please remember, our service team is always available to assist you with any further issues. Don't hesitate to get in touch with us.
  

  We appreciate ******* ****** taking the time to contact the BBB to inform us about the matter. We acknowledge and respect your effort in doing so. We apologize for any issues caused by the experience and any inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  CC: ******* ****
  

  
  

  Customer Answer

  Date: 01/16/2025

   
  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:01/03/2025

  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.

  Brightspeed is an awful company. My WiFi has gone out 3 times in the past two months and they still wont resolve any issues. They cant even tell me whats wrong. The second time I called Brightspeed because my WiFi was out AGAIN they straight up lied to me and told me they set me an appointment for 2 days later and when my technician never showed up they supposedly never had an appointment set for me. Lying to customers about your services is NEVER OKAY! Theyre charging good people money for very low quality service and when you call them you cant even understand the representatives accent. This company is one step away from a scam. Someone seriously needs to look into this company because its not right that they charge people money for services that they can barely maintain! Not to mention the website and app is full of technical glitches such as not letting me check for outages because my account number isnt a ****************** account number when its literally been copied and pasted from my account or even auto filled by the Brightspeed website but they still insist it isnt when it literally is. Brightspeed does nothing but cause headaches and frustration and such a lowly company needs to be held to better standards! Theyre charging people money for services that barely work. Please do something about this awful company!

  Business Response

  Date: 01/09/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  1/09/2025
  
  
  Re: ******** *****
  Complaint ID: ********
  Notice of Complaint Filed: 1/02/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the intermittent internet connection. Our technicians were able to make repairs that resolved the issue.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:01/02/2025

  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.

  On November 21, 2024, I had an outage of my landline and internet. My internet carrier is Brightspeed. Contacted the carrier and was told that there was an outage and they gave me an appointment date of January 3, 2025. I contacted them back and told them that I have a medical machine that requires for me to have a phone and internet because I could have an medical emergency. I was then given the date of December 12, 2024. I received a confirmation text stating that my appointment time would be between 8am-5pm. On the day of the appointment, I received another text stating that my appointment window would be between 11:05-3:05. Stayed home the entire day and no technician arrived and no one contacted me to inform me of an issues or the status of my appointment. Because of this I contacted Brightspeed. I was told first that the technician did not close out the ticket so they must be on their way but this was at 8pm. Explained again about my situation and still no resolution. I continued to call every day until 12/18/2024, when I was told that there was a cut wire and that would need to be repaired before the internet and phone could be fixed. Received a text stating my new appointment date would be 2/5/2025. Called back on 12/19/24, and was told that I was already dropped as a customer from ****************** due to they are no longer servicing my area. No letter, text or any type of communication was sent to me. On 12/29/2024, I contacted Brightspeed and informed them that I no longer wanted their services and wanted to be refunded. The representative asked me why I was leaving the company. I informed the representative that I was told I was being dropped and they would no longer provide me any services. Brightspeed is a horrible company that treat paying customers unprofessional. They do not offer options, every representative tells a different story and they do not value their customers. ****************** should not be in business.

  Business Response

  Date: 01/14/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  January 14, 2025
  
  
  Re: ******* *****
  22760763
  Notice of Complaint Filed: January 2, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************* outage and experience. Upon further research, Ms. ***** called and spoke to an agent on 12/30/24 and requested to cancel her service. I reviewed each call and interaction and we did not tell her that we were no longer servicing her area or that we were dropping her as a customer. The extended outage was due to a cable cut impacting multiple customers.
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ******* *****

  Customer Answer

  Date: 01/14/2025

   
  I am rejecting this response because:
  After so many attempts to get a direct answer of what the problem was starting November 21, 2025 to the date of me telling her to cut me off in Dec. because I needed access to my service. When I told her to cut me off, she was very nasty and told me I was already cut off without my knowledge. The customers in my area received the same frustrating answers concerning why no service. The most professional thing to have done is to have been honest. We heard so many stories concerning the line being cut.

• Initial Complaint

  Date:01/02/2025

  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 have been a customer of ************************** predecessors for over 20 yrs. I have a land phone line as well as their internet service through my phone line. My alarm system also is through my phone line. I have mostly been satisfied with my service, however I did notice a decline in customer service once ****************** bought ***********. I lost all service around 6 am on December 20, 2024. Upon calling the company, I was told a technician would need to come out to service the line but one would not be available until 12/26/2024. I was not happy with that timeline but I was assured that was the earliest appt available. Upon talking to customer service again I found that all customer service technicians are located either in the *********** or *************** & all they can do is read their computer screen & have a difficult time communicating in English. There is no local presence in the **. I got an ************ message on the 25th stating that a techwould be out on the 26th between 8am & 5 pm. However, on the 26th no one showed up. When I checked to see where the tech was I found out that my appt had been rescheduled to Jan 2, 2025. I immediately called **************** again & asked for a supervisor. After much conversation with someone speaking broken English, they supposedly via computer they found out that the appt was changed because there had been an outage in the area which meant that appointments that were scheduled before mine had to be fulfilled first. Yesterday 1/1/25 I recd confirmation that a tech would be out this *********** got a text saying he would be here in 30 min. After waiting for over an hour, phoned customer service again & found out I had been rescheduled again to 1/7/25 due to the fact that both their truck broke down & that the equipment needed was broken. Again, it was hard to actually understand the person. This company apparently has problem accepting your money but no intention to prove any actual physical support.

  Business Response

  Date: 01/03/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  1/03/2025
  
  
  Re: ****** *****
  Complaint ID: ********
  Notice of Complaint Filed: 1/2/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone and internet service. Our technician was able to make repairs to restore the services.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  

  Customer Answer

  Date: 01/08/2025

   
  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:01/02/2025

  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 December 21st bright speed said they were going to send us a new router December 28th we have never received it and they say they don't know how to get us one! How could they not know how to get as a router when that is literally their business?

  Business Response

  Date: 01/15/2025

  January 15, 2025
  
  Dear ******* *****,
  
  I appreciate the opportunity to review the complaint that you submitted on January 2, 2025, regarding the equipment and internet service issues.
  
  Once researched, I found that a modem order was issued and per account records all shows to be authenticating well.  A credit to cover half a month of service has been issued, effective today.  I have also emailed you directly, if you have any questions, please contact me directly.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

• Initial Complaint

  Date:01/02/2025

  Type:Product 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.

  12/26/24 called spoke to Princess to cancel landline only not internet. 12/30/24 ***** claims she couldnt get internet back up running 12/31/24 called spoke to ********. I called 9:04 am till 11:30 am and told my modem is not good. I said I had the internet changed to fiber around Nov 9, 2024 and it is new. They wanted me to pay over $100+. I said No! At 12:15 spoke to Shaka and again at 12:35 to ******. ****** said she would return my call and never did. 1:26 pm spoke to **** I wanted to cancel phone line not internet. He said there is no ******. 1/1/25 I received a message from Brightspeed welcoming me as new customer. At 10:45 am I spoke to ***** and explained the problem and did state I want to cancel both phone and internet, she said $79 will be refunded to my credit card and she could not get into system. I received a message at 10:58 that Brightspeed order ********** has been cancelled but it is unclear if its phone. She said do you want to cancel ***********? I said the company was ***********, Embarqmail and now Brightspeed. This is not my problem its Brightspeed who bought these franchises. I dont want any part of these companies. She said she will call back 1/2/25. I told her I will wait for your call tomorrow meaning 1/2/25. I have supporting documents. I mailed by certified mail receipt to Brightspeed on 12/31/24. I cannot understand why I have to be on the telephone 4+ hours just to cancel service. I called back Tuesday evening how to return modem since no one can send me the info. It took **** 20 minutes to come up with a return label to send modem back.

  Business Response

  Date: 01/06/2025

  1/06/2025
  
  
  Re: ******** **********
  Complaint ID: ********
  Notice of Complaint Filed: 1/02/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding cancelling the account. The order was placed but did not process correctly. We were able to make the necessary corrections and get the order processed. The service is now disconnected.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 01/09/2025

   
  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 **** feel the issue has been resolved.
  
  Thank you. 
  

• Initial Complaint

  Date:01/01/2025

  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.

  When brightspeed took over centurylink they messed my account up and started charging me for top tier plan. I could only recieve the bottom tier plan due to where i live out in the country. My service has never been what it says it would be. For example they offer a 10mbps plan which I have now and I only recieve 700kbps and 2mpbs on a good day but was being charged for a 100mbps. And since the day they took over our internet basically just does not work and I have contacted everyone at that place have spent hundreds of hours on phone to be lied to over and over. Well after I spoke to the 10th person about the billing issue and they told me it was resolved and that the next 3 months bills would be waived as a apology for the situation that happen 3 months later I get a bill stating that I owe ******* dollars for my past due bills for the last 3 months and partial payments made on my plan from the months prior to that. When I contacted them I was told it has to be paid or are service would be terminated and they did just that because I couldn't pay the bill fast enough and also harrassed us about returning there modem which was actually century links modem we paid for years ago but i wasnt going to argue and paid to have it shipped to them. Now take note without internet we have zero phone service we're we live and have no way to get in contact or be contacted if something happen to my kids or wife also they are the only internet company that we can get where i live period no other offers anything except starlink and im not a rich person so yeah. We'll after i got the bill paid off I opened up a whole new plan and made sure everything was right this time. We'll when I got my modem and checked our service I am only recieving 550kbps with a 10mbps plan and have been fighting with them to fix it for 2 years now and nothing has been done. This is fraud false advertisement over 5k I spent in a year for a service I never received and a plan I didn't have.

  Business Response

  Date: 01/13/2025

  January 13, 2025
  
  
  Re:  ******** Busby 
         Complaint ID: ********
         Notice of Complaint Filed: January 1, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the billing issues in detail.  I have reviewed the account, and the service level is up to 10m.  The speed of your plan is based on the distance your service location is from the service terminal.  Your speed can be affected by the number of devices that you currently have connected to your wireless network.  Your current broadband usage is near or at the purchased speeds threshold.  If devices arent being used at the location, I would disconnect them from the Wi-Fi for a steadier connection.  We have added a $5 loyalty discount to your account for 12 months for the low performance.
  

  We appreciate ******** ***** 's taking the time to contact the BBB to inform us about the matter. We apologize for any issues caused by the experience and any inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  CC: ******** *****
  

  
  

• Initial Complaint

  Date:12/31/2024

  Type:Billing 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 cancelled my account and services in December 2023. In December of 2024 I started receiving calls and emails from **************** (collections agency) in regards to a Brightspeed bill. I was charged for services after cancelling and never received any notification that I owed them anything. I reached out to Brightspeed to dispute charges of $153.84 and they reversed those charges. I waited until another bill was available to have documentation and proof that I owe them $0.00. When I went to look at the bill showing that I owe them nothing, there was a charge for $4 for the bill itself. That $4 was reversed and I am being told that they cannot provide documented proof until another bill is generated, which I was told would show another $4. Apparently they charge $4 for an electronic bill if you don't have current services with them. I refuse to pay this amount as I previously had services with them.ALL I am asking for is proof and documentation that I do not owe Brightspeed anything to resolve the collection reported on my credit, which should not have been there in the first place. They cannot provide this information I am told which leaves my last option, the BBB.

  Business Response

  Date: 01/13/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  January 13, 2025
  
  
  Re: ***** *****
  22750778
  Notice of Complaint Filed: December 31, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ******* billing dispute. Upon review, he was charged a one time charge for a bill copy, which was unpaid. On 12/31 he spoke to an agent who credited the $4 one time charge. Mr. ***** confirmed the charge was removed off his credit report.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ***** *****

  Customer Answer

  Date: 01/13/2025

   
  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. The charges have been removed from my credit report and I will be monitoring it going forward to ensure no other reports are filed originating from Brightspeed.
  
  Thank you. 
  

• Initial Complaint

  Date:12/31/2024

  Type:Billing 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.

  Direct withdrawal of $60 from my account but I keep receiving SMS messages the payment did not go through. It was completed on 12/24/24. Now they show a balance of $120 on my account. I do not owe anything until the end of January. I called customer service twice. They have not resolved this issue. Poor customer service.

  Business Response

  Date: 01/16/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  1/16/2025
  
  
  Re: ******* *******
  Complaint ID: ********
  Notice of Complaint Filed: 12/31/2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. I wanted to provide an update. I am still working with an internal department to resolve this issue. Once the issue has been resolved I will follow up.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 01/16/2025

   
  I am rejecting this response because:
  This is the answer they give me the three times I contacted them since December. They answer with fatigue responses. No concrete assurance of correcting this. My account still shows I owe $120. Again, no resolution. Thank you.

  Business Response

  Date: 01/21/2025

  1/21/2025
  
  
  Re: ******* *******
  Complaint ID: ********
  Notice of Complaint Filed: 12/31/2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. I wanted to provide an update. I am still working with an internal department to resolve this issue. Once the issue has been resolved I will follow up.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 01/21/2025

   
  I am rejecting this response because:

  Each time I have reached out to Brightspeed, I am given this response. It is not acceptable to have an issue with service or payment that is continuously delayed. I do not find this to be acceptable. 
  

  Thank you.

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

  
  

  Business Response

  Date: 01/28/2025

  1/28/2025
  
  
  Re: ******* *******
  Complaint ID: ********
  Notice of Complaint Filed: 12/31/2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. Our billing team reviewed this and the errors on the transaction were no longer there. The payments processed and the account is showing a zero balance. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 01/28/2025

   
  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.
  There is an extra payment of $60 that will still need to be posted to my account. 
  Thank you.