Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.
I am sorry to know that you are facing problem with your computer bootup.
what is the make and model of the computer?
have you recently upgraded to windows 10?
Desktop or a laptop?
is it powered on right now?
Hold down the shift key on the keyboard and then power on the pc do not leave the shift key till it boots to windows.
let me know how it goes.
what screen are you on right now?
what is the black and white screen can you tell me a bit more in detail.
can you take a picture of the screen and post it here.
you can check with the billing department we do not have access to customer info and billing.