Complaints

This profile includes complaints for Ziply Fiber's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ziply Fiber

  PO Box 1127 Everett, WA 98206-1127

• 

  Ziply Fiber

  P O Box 740416 Cincinnati, OH 45274

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:08/25/2024

  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.

  My family agreed to purchase Ziply 2G residential service after a salesman (*******) informed us that 1) our cost will be lower due to a promo and that the cost would likely not go up after it; 2) coverage was good and could be boosted through extenders; 3) parental controls existed on an app (I showed him what we currently had including device and curfew controls). This occurred July 2-3 in person and through text.At installation the technician informed us they do not provide extenders for 2G service. Part of the install included hole drill from exterior to interior room, and a large modem and router. The installer gave assurance that 2G would be enough without extenders.We tested the coverage after the install. In parts of our home it was worse than our existing coverage. We then doubted everything we were informed. I called customer service and spoke with Faith.I was informed that 1) the cost after the promo would be higher than our current cost; 2) the parent app had an additional fee (no previously disclosed) and 3) the parent app did not include curfew controls. This information along with poorer coverage led us to cancel. We returned the router. We are informed we would get a call to schedule the repair of our home and removal of the modem within ***** hours. No call occurred. I called back. Same response. No call. This happened in early ************** reached out around August 4. I informed him of the issues and no reply. We went out of town for a week. I reached out to ******* on August 17th letting him know that no action had occurred. I received no response.We would like our account balance of $2.34 removed, our wall patched, and the modem removed. The service and misinformation has been terribly frustrating. It felt like a bait and switch as more was learned about Ziply's cost and services.

  Business Response

  Date: 09/05/2024

  Thank you for referring the complaint of ***********************;to our office for review.  We appreciate ************** bringing this matter to our attention.
  
  The complaint states:
  ************** states he had Ziply Fiber installed 2 ********* which included drilling holes from the exterior to the interior room and installation of a modem and router.
  ************** states he was advised by the salesman, that the signal could be boosted through extenders, parental and curfew controls were available as well.  The technician advised extenders are not provided for 2 *********.  When ****************** called in he was advised the promotional price would be higher than his current cost, the parents app has additional fees.  Since the coverage was not as expected, this led ************** to cancel the service. And return the router.
  ************** states he contacted Ziply Fiber to schedule a repair of their home and removal of the modem and received no return call when leaving messages for the salesman.
  ************** would like the account balance of $2.34 removed, the walls patched, and the modem removed.
  
  Ziply Fiber has reviewed these concerns and offers the following:
  Ziply Fiber advises when Fiber internet is installed, part of the installation process is drilling holes in which the technician does go over this prior to the work being done.
  Ziply Fiber apologizes for the misinformation provided and has provided feedback.  Records do indicate the service was cancelled on 07/20/24.
  Ziply Fiber did create a ticket for dispatch of a technician however ************** has requested this be rescheduled for 09/07/24.
  Ziply Fiber did credit the account down to a zero-balance due to the Mr. ****** experience.
  
  Sincerely,
  Ziply Fiber

  Customer Answer

  Date: 09/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me given the work was completed on 9/7. I will note that the miscommunication within Ziply customer service and their **********s is significant. In addition to my original complaint, the first ********** dispatched to my home on 9/7 had a service range different than my address and he did not know anything about the work to be done. Another ********** was eventually dispatched and did the work. Yet, it was scheduled between 8-12 and was not completed until around 3 pm. My entire morning was spent waiting at home for a call and **********.

  For Ziply to be successful their sales, customer service, and ********** divisions ought to be communicating with one another and correcting when miscommunication occurs.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/21/2024

  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.

  Ziply charged my account 2 twice. I did not authorize this payment. This is illegal! This is grand theft. This is not "an inconvenient" or "computer error". This is illegal. I have made numerous phone calls and I keep getting excuses, transferred, on hold lengthy periods!

  Business Response

  Date: 08/29/2024

  Thank you for referring the complaint of *************************;to our office for review.  We appreciate ************** bringing this matter to our attention.
  
  The complaint states:
  ****************** states Ziply Fiber charged her account twice, in which she did not authorize.
  ****************** states she has made numerous calls in order to have the overpayment of $128.32 reversed.
  
  
  Ziply Fiber has reviewed these concerns and offers the following:
  Ziply Fiber records show (2) one-time payments were processed, one on 08/12/24 and one on 08/13/24 both in the amount of $128.32 each. 
  Ziply Fiber advises since the two payments were made a bill has generated and the current charges have been deducted from the credit balance.  The remaining credit balance of $100.17, the request has been processed to place the $100.17 back on the card that was used for the payment with a 3-5 business days time frame, therefore should be completed no later than 09/03/24.
  Ziply Fiber advises after the refund was processed an additional account credit of $29 was provided, this credit will reflect on the next bill statement that generates on 9/19/24
  
  Sincerely,
  Ziply Fiber
  

• Initial Complaint

  Date:08/20/2024

  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 called Ziply in July to update my CC on file. Gave them the new cc number ending in 9551. They ran it as a 1 time payment but did not update cc on file leaving CC 7344 as primary.Fast forward to August. Ziply ran my cc 9551 (that was not saved in the system from July). this transaction was declined, then they ran cc ending in 7344.I have called over 7 times asking how they can store CC info in their system that used for a 1 time payment. I have spent over 2 hours on hold, being hung up on and transferred around. During these calls, I have asked for copies of the recorded phone conversations. They will not comply.Ziply Fiber is storing customer banking info without consent or knowledge of the customer.

  Business Response

  Date: 08/27/2024

  Thank you for referring the complaint of ********************************* to our office for review.  We appreciate ****************** bringing this matter to our attention.
  
  The complaint states:
  ********************** states he contacted Ziply Fiber in July to update the credit card on file for his auto pay, further stating it was run as a one-time payment but was not updated.
  ********************** states he has called in to Ziply Fiber multiple times and spent hours on hold while requesting the new credit card be stored, and the old information be removed.
  ********************** states he has asked for copies of the recorded phone conversations, but Ziply Fiber will not comply.
  ****************** would like to be compensated for his time.
  
  
  Ziply Fiber has reviewed these concerns and offers the following
  Ziply Fiber records show a one-time payment was made with the new credit card on July 14, 2024.  The next contact was on August 16, 2024 which states the old credit card is still showing on the account and attached to the auto pay.  The representative initiated a one-time payment; however, we received notification from the bank that it could not be processed.
  Ziply Fiber advises per supervisor notations on August 20, 2024 the new card information has been updated by ****************** and a one-time payment was successfully made on August 23, 2024 which brought the account current.  The amount due on September 12, 2024 is now $97.00.
  Ziply Fiber advises the only card information that is viewable is the new card ending in 9551, the old card information is not in our system.  Ziply Fiber recommends consumers update their credit card information when needed via their online account at ziplyfiber.com/login
  Ziply Fiber advises recording are proprietary information and used for training purposes.
  Ziply Fiber does not compensate for time, however in this instance a $25 credit was provided due to the customers experience, this will reflect on the September 19, 2024 bill statement.
  
  
  Sincerely,
  Ziply Fiber

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22170118
  
  I am rejecting this response because:

  You need to listen to the first 2 phone calls in August.   Your employee admits that you stored 2 cards on file without my knowledge.   She also states there was a "glitch" in your system.   I will not accept your lies.  Please review the first 2 recorded phone calls from August.  The 3rd call will let you hear a "supervisor " lying to me about the situation.   A credit of $25 is not acceptable for the amount of trouble you have caused.

  
  Sincerely,
  
  *********************************

   

  Business Response

  Date: 09/06/2024

  Thank you for referring the additional concerns of ********************************* to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  The rebuttal states:
  ****************** states the employee admitted the 2 cards are stored on file and then advised there is a glitch in the system.
  ****************** states he was advised the $25 credit is not acceptable amount.
  
  Ziply Fiber has reviewed these concerns and offers the following
  Account records show ********************** subscribed to Ziply Fiber internet service and was set up with autopay. Ziply Fiber records show Mr. ******** 07/19/24 bill in the amount of $97.00, due on 08/12/24 was scheduled to come out automatically by the due date. ****************** was sent email notification on 07/20/24, advising the amount and date of the scheduled auto payment and the bill advises DO NOT PAY- you are currently signed up for Auto Pay.
  Account records show that ********************** auto pay scheduled for 08/11/24 was cancelled, this was scheduled to be deducted from the card ending in 9551 and instead a one-time payment was made on 08/12/24 for $97.00 the transaction does not advise which card it was made from.  On 08/17/24 we received notification of a charge back for the payment dated 08/12/24 therefore the account was debited the $97.00 payment back.  Records show another payment posted for $97.00 on 08/23/24.
  Ziply Fiber autopay schedules and deducts the billed amount owing each month. Any account changes made after the bill generates do not go into effect until the following bill cycle, including previously scheduled auto payments.  Records currently indicate the only card on file ends in 9551.
  Ziply Fiber apologizes for any frustration ****************** has experienced, however Ziply Fiber does not provide compensation for time spent.
  
  Sincerely,
  Ziply Fiber

  Customer Answer

  Date: 09/06/2024

   
  

   

  Ziply is completely ignoring the issue here.  You have stored personal information without my knowledge or consent. I don't believe anyone has reviewed the RECORDED phone calls.  All you have done is deflect from the actual issue. 

  You have wasted several hours of my time.

  Please credit my account for whatever ridiculous amount you think is fair.  

  Complaint: 22170118
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/15/2024

  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.

  Landline is unreliable. Issues for over a year, with no dial tone, dropped calls, static. Monthly bill is $64.21/month. We are in a rural area with no cell service available. Our only source of communication for emergencies, medical doctor appointments, family etc. is a reliable phone line. We contact Ziply with issues and they give us an appt. date days later. No technician has ever come out to our home, but a few hours later the issue is fixed, until the next time. Others in our area have the same problem. What they just do not want to do is spend the money to upgrade the equipment. If we have an emergency and can not call for help we have to drive 12 miles to town, 24 miles for medical facilities. We are senior citizens and are paying for a reliable phone. We have been patiently waiting for them to fix the problem. Hopefully, you can help us . Thank you.

  Business Response

  Date: 08/28/2024

  Thank you for referring the complaint of ***************************** to our office for review. 
  
  The complaint states:
  ******************** states he is in rural area with no cell service and the landline is unreliable. ******************** states hes had ongoing phone issues for the past year with static, no dial tone and dropped calls. 
  ******************** states they contact Ziply Fiber, they are provided an appointment date days later, no technician ever comes to her home, but the issue is fixed until the next time. 
  ******************** states they are senior citizens and paying $64.21 per month for reliable phone service. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ******************** has reported four trouble tickets in the last year, including two in June, one in July and one in August. Each time trouble was reported, a technician was dispatched and resolved the issue. There was a total of 10 days of reported trouble during this time frame and ******************** advised during the report in July that the issue had been ongoing for 7 days before they called to report it.  
  Ziply Fiber advises that repair issues do not always require the technician to visit the customer premise, that issues can be found anywhere from the customer premise to our central office or on another network. Ziply does request an alternate contact number on the repair ticket and sends text updates regarding the status of the repair including when a technician has been dispatched to resolve the issue, if work is required at the residence and when the repair is complete. 
  Ziply Fiber has issued 17 days of service credit for the outages since June in the amount of $24.93 plus appliable taxes ($43.99/30x17 days = $24.93). This credit will reflect on the 9/25/24 bill statement.  
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ******************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

  Customer Answer

  Date: 09/02/2024

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

• Initial Complaint

  Date:08/09/2024

  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 moved from my old address and cancelled the Ziply Fiber internet service. I was confirmed by customer support that the service is terminated on July 12th and the last bill has been paid in full. I was also confirmed that my autopayment has been removed.However I was still getting charged $40 on Aug 3 and while the customer support team acknowledged issue on their end, in the first call they told me a cancellation of the charge has put in place and the charge should be reverted which didn't happen. A second call they were telling me refund process will take 2-3 months to process and not going back to original payment, which is unacceptable solution. And said I can also go with dispute through my credit card.After I go through the dispute process with my bank, I was charged again on Aug 9 for another $40. And this is after confirmation of auto payment has been removed in the multiple calls I've done. This is not acceptable at all and I've been spending hours calling on the matter and trying to get Ziply Fiber to stop charging me.

  Business Response

  Date: 08/19/2024

  Thank you for referring the complaint of ******************* to our office for review.  We appreciate ************ bringing this matter to our attention.
  
  The complaint states:
  ************ states he moved and cancelled his Ziply Fiber internet service with a termination date of July 12, 2024.
  ************ verified the bill was paid in full, and the autopay was removed.  However, ************ states on August 3, 2024 an attempt to cancel an autopay was preformed, but the money was not placed back on his card.
  ************ contacted Ziply Fiber and was advised the disconnect refund process is any refunds are processed in 2-3 months and do not go back to the original form of payment.
  ************ states after he had contacted his bank disputing the payment, he was then charged again on August 9, 2024 for an additional $40 after confirming the auto payment was removed.
  ************ wants his refund, and no further charges.
  
  
  Ziply Fiber has reviewed these concerns and offers the following
  Ziply Fiber records show the account was disconnected on July 12, 2024.
  Ziply Fiber shows the July 3, 2024 payment was made via autopayment.  However, the August 3, 2024 payment shows as a one-time payment not an autopayment.
  Ziply Fiber records do show another one-time payment was processed on August 9, 2024.  However, the payment information has since been removed from the account.
  ********************** records show the disconnected account refund process has started (on 08/14/24) and the payment will be processed in ***** business day in the amount of $80 and mailed to the mailing address on file (which appears to be the updated address)
  
  
  Sincerely,
  Ziply Fiber

  Customer Answer

  Date: 09/17/2024

  I would like to send a followup message of the complaint 22117489. 

   

  Even though the business claimed that the issue was resolved and my payment method removed, I received another automatic payment notification today. with the following payment details.

   

  Account Number: *********************
  Confirmation Number: 218478737
  Payment Type: Automatic Payment
  Payment Amount: $40.00
  Payment Date: 10/02/2024
  Payment Method: <hide for privacy but it still have my payment card>

   

  Could you please help update the case and forward the issue to the business. I've wasted so many times trying to get the business to stop charging me and I request them to fully remove my payment information and stop the auto payment.

   

  Thanks,

  Yuwen

  Business Response

  Date: 09/18/2024

  Thank you for referring the additional concerns of ***** **** to our office for review.  We appreciate Mr. **** bringing this matter to our attention.
  
  The additional concerns states:
  Mr. **** states he cancelled his Ziply Fiber internet  service with a termination date of July 12, 2024.
  Mr. **** states he received notification of a automatic payment scheduled for October 2, 2024 and wants his payment method removed, and no further payments deducted.
  
  Ziply Fiber has reviewed these concerns and offers the following
  Ziply Fiber records show the account was disconnected on July 12, 2024.
  Ziply Fiber advises due to a system error the automatic payment was scheduled.  The payment has now been cancelled and all credit card information has been deleted from the system.
  Ziply Fiber apologizes for the error.
  
  
  Sincerely,
  Ziply Fiber

  Customer Answer

  Date: 10/17/2024

  I would like to follow up on the complaint 22117489.

   

  Even with the prior commitments and message from Ziply Fiber, I now received another mail on Oct 17, *************************************** the amount of $40 and now threatens to send it to debt collection. 

   

  In the letter, the account number is ********** ****** 5, the past due date is 10/08/24 and final due date is 10/19/24. The amount due is $40.00. 

   

  I am requesting and demanding Ziply Fiber to audit and fix their internal system and stop trying to collect an incorrect balance from me. And stop harassing me with these payment due notifications because it has cost me too much time to handle. And I would like Ziply Fibe to send me a guarantee and confirmation in writing that they WILL NOT be trying to charge me moving forward since this is an invalid charge.

   

  Thanks,

  Yuwen 

  Business Response

  Date: 10/29/2024

  Thank you for referring the additional concerns of ***** **** to our office for review.  We appreciate Mr. **** bringing this matter to our attention.
  
  The rebuttal states:
  Mr. **** received a reminder of account past due letter in the amount of $40.00, which had a final due date of 10/19/24.
  
  Ziply Fiber has reviewed these concerns and offers the following
  Ziply Fiber records indicate on August 19, 2024 Ziply Fiber received a charge back notification from ************** therefore a debit of $40 was placed back on the account.  The bill statement that generated on September 13, 2024 and again on October 13, 2024 statements are showing the prior charge of $40 due to the charge back.  This caused a reminder notice to be generated for the $40, with a due date of 10/19/24.
  In this instance as a courtesy Ziply Fiber did credit the $40 bringing the bill balance down to zero which will reflect on the November 13, 2024 statement.
  
  Sincerely,
  Ziply Fiber

• Initial Complaint

  Date:08/07/2024

  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 upgraded my internet speed and are paying $40.00 more per month for the last 3 years.I just found out because my internet speed was lagging and they sent a tech out to help usit turns out the person who came out 3 yrs ago never installed the wires correctly to get us the speed we were suppose to get. So, then what were we paying $40 more for each month? For what we would have gotten anyways? I am requesting to get a refund of $40 per month for the last 3 years back. I dont care if its a credit or a check but I am asking for this matter to be corrected. I dont think I am being unreasonable.I have never missed a bill nor was I late on a bill.

  Business Response

  Date: 08/12/2024

  August 12, 2024
  
  Thank you for referring the complaint of *********************** to our office for review. We appreciate *********************** bringing this matter to our attention.
  
  The Complaint states that:
  *********************** upgraded their internet 3 years ago and have been paying $40 more per month for a speed they never received.
  *********************** would like a refund for the 3 years of overbilling.

  
  Ziply Fiber has investigated the above statements and offers the following response: 
  
  Ziply Fiber records show that on 9/12/20 *********************** changed from our $75 200M data plan to our $70 1 GIG plan lowering the bill by $5.
  Ziply Fiber advises that no refund is required, however as a courtesy a 12-month promotion of $25 has been added to the 1 GIG product. Please note the discount expires on 8/6/25.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that *********************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

• Initial Complaint

  Date:08/07/2024

  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.

  Calls made from My home landline are often rerouted and random people answer. The person I actually dialed has no record of my call. Ive been unable to use my home phone because I never know which calls zilply is going to reroute. This is a huge security issue as I could be calling scammers and not know it. *** spent hours on the phone explaining the issue and have multiple open tickets. They've asked me for the numbers Im trying to call and have verified that they are working numbers. My friends and family are tired of getting calls from them since after they verify a number they never fix the issue. They've tried to say that the problem is with the person Im callings phone but it happens with almost all cell numbers and I know for a fact they have different service providers. Ziply also promised to send me my record of the outgoing calls but I never got it. I have serious concerns about this company and feel that they've highjacked my home phone. They also billed me for services I never agreed to and put unwanted features on my line including a party line and 3 way calling. Ive had these things removed but still have major issues with the line.Please help. I plan on lodging complaints with other consumer protection agencies as well. Ive had a landline before and never experienced these type of problems.

  Business Response

  Date: 08/12/2024

  Thank you for referring the complaint *********************** to our office for review.  We appreciate **************** bringing this matter to our attention.
  
  The complaint states:
  **************** states her landline phone is rerouting some of her calls and has spent hours on the phone explaining the issue with multiple tickets opened.  **************** was advised it may be on the other provider network when testing was done with her family and friends.
  **************** states she has also been billed for services/features that she has not agreed to, including a party line and 3 way calling.  Stating these things have been removed.
  
  Ziply Fiber has reviewed these concerns and offers the following
  Ziply Fiber has traced the (3) call examples **************** provided.  A trunk setting issue was located and fixed, **************** has again tested the numbers and verified they are now working.
  Ziply Fiber advises when the technician completed his trouble ticket on 07/22/24 this resolved the issue of **************** hearing others on the line (party line).  Ziply Fiber advises **************** was not billed for any 3-way calls.
  Ziply Fiber has spoken to ****************, verified her services are working correctly and explained the products and the per minute rate for her local calls and long-distance calls.  Should **************** have any questions in the future she does have a contact number for Ziply Fiber.
  
  
  
  Sincerely,
  Ziply Fiber

• Initial Complaint

  Date:08/06/2024

  Type:Delivery 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.

  Ordered land line service for my 89 year old father. Was told the price for service was under $50 a month. Was VERY SPECIFIC on how much we could pay and was reassured that the amount of the check would be under$50 month. Received first bill charges were $137.52. Called office and was transferred multiple times to people who only wanted to change the service. I said I wanted to cancel service and only would I pay what I agreed upon. Then was sent a second bill with another months charges and late fees totaling $229.11 He hasnt even lived in the apartment for 2 months and there is nothing stating cancellation on the account. I was also VERY CLEAR ON STOPPING SERVICE IMMEDIATELY! And that their fees and taxes were over double of the service we agreed to. I do not have an issue for paying 1 month of the agreed amount. Not the inflated amount that I was billed.

  Business Response

  Date: 08/07/2024

  August 7, 2024
  
  Thank you for referring the complaint of ***************************** to our office for review. We appreciate ********************** bringing this matter to our attention.
  
  The Complaint states that:
  ********************** states she was quoted $50 for Ziply Fiber voice service. 
  ********************** states she spoke to a customer service agent and cancelled the phone.
  ********************** states she will pay for one month of service for $47.99.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advised that ********************** was quoted $47.99 for the voice service and $46.25 for the (one time) voice connection fees.
  Ziply Fiber records show ********************** spoke to an agent on 7/26/24 and the service was cancelled per her request.
  Ziply Fiber advises that billing for 41 days of voice service was provided ($64.59) and the (quoted) connection fees of $46.25 (total $111.84) are valid.
  Ziply Fiber advises the 8/21/24 billing statement will show the pro-rated credits for the voice service. The remaining amount owing of $111.84 will be sustained.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ********************* has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

• Initial Complaint

  Date:07/31/2024

  Type:Customer Service 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.

  Respected BBB,I was a new customer to ********************** in Nov 2023 and installed its internet services. Prior to installation, Ziply fiber has confirmed no installation fee for me as a new customer. However, they sent me a bill of $90 this year as installation fee. I called them on April 7, 2024 and they have realized it was a billing error on their end and has created $90 credit in my account to offset. The net bill should become zero, which means I do NOT owe any dollar to Ziply. The confirmation number of the $90 credit is ******** on April 7. My account number is *********************. However, Ziply billing made a second mistake and did not capture this $90 credit. In June I received debt collection notice from ************************** (CCC), on behalf of Ziply. I have mailed a copy of the bill with cancellation number to CCC. But CCC still insists on the debt. I called Ziply again on July 30. They realize it is their mistake that the $90 credit has not been captured in the billing system yet. But the customer services do not know when my bill can be corrected. Ask1. Please request Ziply to quickly process their honored $90 credit on my account, and request them to send me an updated bill to confirm the zero balance due. 2. Request Ziply to contact CCC with reference number 2-241657982 to stop their collection actions and send me a mail confirmation of satisfaction. 3. If they have reported this "debt" to the three major credit rating companies, please contact the three credit rating agencies immediately to correct this wrong reporting. Thank you for your support very much!Xiaogui Du

  Business Response

  Date: 08/07/2024

  
  Thank you for referring the complaint of ********* to our office for review. We appreciate Mr. ** bringing this matter to our attention. 
  
  The complaints states:
  Mr. ** states he was a new internet customer to ********************** in November 2023 and was offered free installation however he was billed a $90.00 installation fee. 
  Mr. ** states he called Ziply Fiber on 4/7/24, they realized it was a billing error and advised they issued a credit and provided confirmation number 72772496. 
  Mr. ** states Ziply Fiber did not process this credit and in June he received a notice from an outside collection agency. Mr. ** called Ziply Fiber again on 7/30/24 and was advised they would again credit the charges. 
  Mr. ** wants an updated bill with a zero balance and wants Ziply Fiber to contact the outside collection agency to drop their collection actions. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show Mr. ** established service on 11/1/23 and was billed a $90.00 installation fee on the initial November bill. This fee was never paid and continued to carry over each month.
  Account records show Mr. ** contacted Ziply Fiber on 4/6/24 and requested the service disconnected which was the order confirmation provided. At the time of this request, notes advise Ziply Fiber agreed to credit the installation fee however it does not show issued in error. 
  Ziply Fiber records show the $90.00 account balance was written off on 6/13/24 and sent to an outside collection agency.
  Mr. ** contacted Ziply Fiber in July disputing the charge and based on the notes from April, the $90.00 charge was credited to zero and the debt was removed from the outside collection agency. No new bills will generate on this account however there is no longer a balance due, and the outside collection agency has been notified. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Mr. ** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  
  

  Customer Answer

  Date: 08/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Xiaogui Du

• Initial Complaint

  Date:07/29/2024

  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.

  I sold my house and moved. Upon moving, Ziply incorrectly double charged my last invoice. I was charge $97.95 on 7/3/24 and 7/5/24. I called twice in the month of July asking for a refund. The first call I was told my refund would be sent within two weeks. Ziply also suggested I reach out to my bank and contest the charge with my bank and get a refund from them. I thought that was very unlawful for them to ask me to do that. On my second call, Ziply refuses to refund an unauthorized transaction on my account. They said there is a process for a dispute and it takes three billing cycles to resolve. They auto draft my account every month for the bill but now it takes over 3 months to review a dispute and possibly mail a refund.

  Business Response

  Date: 08/07/2024

  The complaints states:
  ****************** states he sold his house and moved disconnecting service with Ziply Fiber. 
  ****************** states Ziply Fiber double charged his last invoice. 
  ****************** states he was charged $97.95 on both 7/3/24 and 7/5/24. 
  ****************** states he contacted Ziply Fiber to request a refund and was initially advised he would receive it in two weeks, then advised he should dispute the charges with his bank. ****************** states on a second call to Ziply Fiber, they refused to refund the charges advising it would take three bill cycles to resolve even though they auto draft his bill every month.
  ****************** wants a refund for the overcharge.
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ****************** requested his service disconnected with a due date of 6/28/24. 
  Ziply Fiber records show the 6/13/24 statement in the amount of $97.95 was the final bill owing on the account. ****************** had autopay, so the June bill balance was scheduled to be withdrawn automatically on 7/5/24 and ****************** was notified of this.
  Account records show ****************** made a one-time manual payment to his account online on 7/3/24 which was in addition to the previously scheduled autopayment set to come out on 7/5/24. Auto pay takes the original billed amount only, any payments made after the bill generates do not update the balance until the following bill cycle. 
  Ziply Fiber issues refunds on disconnected accounts in 2-3 billing cycles after the date of disconnect. A Ziply Fiber agent did place a request for an overpayment refund however the request was denied because the account had been disconnected and would need to follow the normal refund process. 
  In this instance, to resolve the complaint, Ziply Fiber did provide a refund of $97.95 back to Mr. ******** payment method. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ****************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

  Customer Answer

  Date: 08/07/2024

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