Victoria Catoe contacted ORS 0n 6/28/16 and ORS investigated her complaint and closed the complaint on 7/11/16.  Ms. Catoe's complaint of 6/28/16 consisted of:

1)  Lack of landline service
2)  Did not receive notice from Windstream of disconnection due to non-pay
3)  Mis-routing of her calls as her residential landline phone is improperly classified as a business line by Windstream
4)  Windstream is not using the ROW to install telephone lines and is using a more destructive path

ORS forwarded her complaints to Windstream for response.  In summary, Windstream responded:

1)  Landline service had not been disconnected due to non-pay; however, Ms. Catoe had been locked out of on-line payments due to her use of an account with no funds.  Windstream directed her to make payment through alternate means (check, etc...)
2)  Ms. Catoe was not disconnected and no notice was provided
3)  Windstream's records indicated Ms. Catoe's account is listed as a residential account.
4)  Windstream indicated that a contractor buries the lines in the neighborhood.

ORS called Ms. Catoe on 7/11/16 to provide its detailed findings; however, Ms. Catoe indicated she had a death in the family and was not able to set aside time to discuss.  ORS provided  a written response via US Mail and closed the complaint.

The facts and circumstances included in Ms. Catoe's complaint filed at the PSC on 10/17/16 are different than those investigated by ORS in July 2016.  ORS has initiated a new investigation related to Ms. Catoe's concerns and is currently working with Windstream to provide a response.

C. Dukes Scott
Executive Director
SC Office of Regulatory Staff
1401 Main Street, Suite 900
Columbia, SC 29201
Office: (803) 737-0805
Cell: (803) 463-6524
Fax: (803) 737-1900