Brightspeed review: Incorrect billing & poor customer service

I received my monthly bill today and noticed that it was $20.00 higher than it normally is. Studying the statement I found a $20.00 late fee assessment from the month before. I checked my checking account online and saw that I had mailed my payment on the same day as I have done for the last 27 years that I have been with Brightspeed. It was mailed on 12/27 but Brightspeed did not post it until 1/7/2026 which was three days late. Even being one day late apparently generates the $20 late fee.

Knowing that I was not in the wrong as I mailed it in plenty of time for them to receive it. I say that as I have a tick where I have to mail the payment for my bills on the same day as I receive the bill. Even if its a Saturday or Sunday I will take the payment to the local post office. Not that it matter but I can put my hand on a bible when I say that in 27 years I have never missed a payment or had a late payment to Brightspeed prior to this incident.

I spoke through online chat expecting some understanding that this was not my fault and I should not have to pay the $20.00 if nothing else based off of my perfect record with them. The female that I spoke with may as well been an AI bot as there was no sympathy or understanding for my inquiry. What I did get was a lot of cut and paste items talking about they aren't responsible for the mail service and there was no exceptions on the $20 late fee when it is assessed to the customer.

I explained that I too had no control over the mail delivery. I sent it in plenty of time as I always do nor do I have any control on when Brighspeed actually processes the payments. Again with an AI Bot type response she told me there was nothing they could do. I owed the full amount of the invoice.

I let her know this experience would make me consider other options besides Brightspeed for my home phone landline. She then ended the chat. I was so angry after that exchange that I wrote out the check and drove to my local post office at 11:45pm to deliver the payment on 1/21/2026.

I am not expecting much back as far as a sincere response. I do not have a WhatsApp account so if you feel this warrants a response you can contact me by e-mail.