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:08/14/2025

  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.

  Ziply fiber put a chage of 60 dolles label as other service and changes, when i called about no one know what these charges, I would like to have that charges credit

  Business Response

  Date: 08/15/2025

  Thank you for referring the complaint of *** ******** to our office for review.  We appreciate *********** bringing this matter to our attention.
  
  The complaint states:
  Mr. ******** states he was charged $60 under other charges and credits on his Ziply Fiber bill statement.  When he called about it nobody could explain the charges.
  Mr. ******** would like the $60 charge credited.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber has reviewed the records, when a discount was added back to his account 07/08/25. Due to a consultant error this caused the following statement that generated 08/10/25 under other charges to show 2 $50 credits and 2 $30 charges which ends up being a credit of $40, this was an error.  However, in this instance Ziply Fiber will leave the credit on the account.
  ********************** Fiber advises Mr. ******** was charged $60 but then credited $100 which resulted in a credit of $40 no additional credit will be provided.
  
  
  We trust this information will assist in closing this complaint.  We apologize for any inconvenience that Mr. ******** experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

• Initial Complaint

  Date:08/14/2025

  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 switched to ziply fiber Jan 2024 because they offered a wonderful price of $77 a month. My then current provider offered me $112 for internet and losing my cable. I was happy with the switch. I unfortunately had to file bankruptcy Chapt 13 so I let ziply know. It was explained they bill but dont collect during the bankruptcy and mine was supposed to be 3 years. I ended up converting to a chapter 7 so I reached out, they legally per my attorney should have wiped out my balance, they expected me to pay over $1000, when I explained how chapter 7 works and I would reach out to my attorney, I was then told the balance would be credited and I needed to resume monthly service payments in August. When I got my bill it was over $33 a month higher. I emailed the girl back and was blown away at such a large increase and stated I left my prior carrier because of this same price. She then told me that she would forward it to the sales team and get a promotional price for another year at the same price. When I went online last night it was still about $112. I emailed the girl back, she totally back pedaled, then offered to lower my speed (which I need as I work remote in cancer care) to something "affordable" and then basically threw it in my face they credited my account. That was not an act of kindness, that was offered when I said I would pass the information they gave me to my bankruptcy attorney because I was not responsible for that amount. But to back pedal on what was stated about getting a lower price for another year since this insane over $30 increase after only one year then toss it in my face they gave me a credit like it was a favor-I was just blown away! All I want is a promotional price for another year like I was told when the girl said she would get my account over to the sales team

  Business Response

  Date: 08/27/2025

  Thank you for referring the complaint of ******* ***** to our office for review. We appreciate Ms. ***** bringing this matter to our attention. 
  
  The complaints states:
  Ms. ***** states she switched to Ziply Fiber in January 2024 because she was offered a price of $77 per month but then had to file Chapter 13 bankruptcy. It was explained the charges would bill but Ziply Fiber would not collect during the bankruptcy. Ms. ***** states they ended up converting to a Chapter 7 bankruptcy, so the full balance of over $1000 should have been removed. 
  Ms. ***** states she was advised the balance would be credited but she would need to resume monthly service payments in August. Ms. ***** states when she got her bill it was $33 higher per month. 
  Ms. ***** states she contacted Ziply Fiber regarding the rate increase and was advised they would forward the information to the sales team to get the promotional price at the same rate for another year, but her bill is still approximately $112. 
  Ms. ***** states she contacted Ziply Fiber again and the agent back pedaled on the rate and offered to lower her speed, however she needs the higher speed for work. 
  Ms. ***** states she wants the promotional price for another year that she was told she would get when the account was sent over to the sales team. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show Ms. ***** established service in January 2024 and was receiving GIG internet at a rate of $60 which included a $25 promotional credit for 12 months through 1/16/25, this information was listed on the bill statement each month. The total rate for service including the router, and additional fees was approximately $77. In November 2024, the promotional discount increased to $30 to offset a product rate increase and expired on 1/16/25 which caused the 1/18/25 bill to be $30 higher. 
  Account records show the account went past due for non-payment and Ms. ***** notified Ziply Fiber on 7/18/24 she had filed Chapter 13 Bankruptcy and then on 2/24/25 advised it was converted to a Chapter 7 bankruptcy. An override was place on the account to prevent it from getting disconnected, however it continued to bill. 
  Account records show on 7/15/25 Ms. ***** contacted Ziply Fiber collections regarding the bankruptcy and past due balance as well as concerns over the price increase. The full balance of $1163 for services billed through 7/17/25 were credited by collections and the collections supervisor sent a request to the sales team to review the account for lower available pricing. The sales team made multiple attempts to reach Ms. ***** but were unable to get through or leave a voicemail. It was determined that Ms. ***** was not eligible for the acquisition pricing a second time, and on 8/14/25 Ms. ***** was instead offered a service downgrade to 300/300 to lower the bill and advised she could further lower the bill if she signed up for autopay. 
  Ziply Fiber advises Ms. ***** is currently billed a month-to-month rate of $90 for GIG internet plus a $15 router charge before taxes and fees. While acquisition rates are not available, Ziply Fiber does have a one-time retention offer of $20 off the current month-to-month rate for (12) months and an order has been placed to add this offer to the account which should reflect on the September bill statement. If Ms. ***** signs up for autopay online at **************************, the $10 payment processing fee will also be removed. Ziply Fiber has provided an additional service credit of $40 to offset the lower rate for the July and August bills and credit for the late fee in July. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Ms. ***** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  
  

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23747861
  
  I am rejecting this response because: For starters in this message you keep referring to me a "Ms ****** That is NOT my name. I was NOT called or contacted by your sales team AT ALL, or I would not have reached back out to collections and I would not have filed a complaint. I am very responsive to emails and I have never received ANY voicemails either and I only have one phone number. If I wanted to pay this much for internet I would have stayed with xfinity who I had for 20 years, they offered me internet at $112 per month when I cancelled my cable, so that is why I switched to Ziply and now I am paying the same amount as I was trying to avoid. Your agent in collections, DID tell me the sales team could put another promo code on the account to get me the same price for another year. So As I just said I was never contacted by that team. When I got the bill and it was the same amount, I emailed the girl in collections. Maybe your sales team was calling "Ms. ****** and not me. I was told I would get another promo for a year and clearly that is not what happened. That is the resolution I requested.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/13/2025

  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.

  *** had ongoing internet issues at my building for months, with over 20 technician visits logged to date. The internet continues to drop frequently and unpredictably.A Ziply tech confirmed the issue stems from my building using two outdated 4-user distribution boxes when *********************** system now supports a single 16-user box. The tech told me this upgrade would resolve the problem. Despite this, there has been no follow-up, no installation, and no resolution timeline provided.Ive also emailed ************************************* seven times, as instructed by their phone ***** I have not received a single reply. Ive been told its being looked into but the issue continues with no *********** simply asking Ziply to:[Install the necessary 16-user distribution box]Provide a clear service timeline instead of just saying "we have no idea when because a different team is in charge, so it might take 2 years."I pay for a working connection and have done everything on my end new equipment, new router (in fact I had to replace my mesh router 6 times because the instability damaged the previous ones!) new surge protection, replacement cables. The problem is clearly on Ziplys side and acknowledged by their own staff.Please help escalate this issue to someone who can take meaningful action.

  Business Response

  Date: 08/25/2025

  
  August 22, 2025
  
  Thank you for referring the complaint of **** **** to our office for review. We appreciate Ms. **** bringing this matter to our attention.
  
  The Complaint states that:
  Ms. **** states that her Ziply Fiber data service drops frequently and the *** at the building she lives in needs to be replaced.
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that the *** at this location was addressed, and the data service issues are resolved.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Ms. **** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 08/25/2025

   
  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:08/11/2025

  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.

  Disconnecting my service on August 14th because of a move outside of the area, but they will charge me for service through Sept. 6th even though I will no longer have service with them on August 14th. My subscription should be pro-rated for 8 days of service and only be charged roughly *****, but instead am being charged $70. Not being able to pro-rate my subscription for the services used and connected is unfair business practices, non-transparent, and shady. If you can find a more trustworthy internet provider in the area with competitive prices, then I recommend that you do so.

  Business Response

  Date: 08/12/2025

  Thank you for referring the complaint of *** ******* to our office for review.  We appreciate Mr. ******* bringing this matter to our attention.
  
  The complaint states:
  
  Mr. ******* states he disconnected his Ziply Fiber internet service on August  14, 2025 and was billed through September 6, 2025.
  Mr. ******* feels that Ziply Fiber should provide a prorated credit for the days of unused service.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  
  Ziply Fiber records show a request to disconnect Mr. ******** Fiber internet service on August 14, 2025. The current bill statement generated August 7, 2025 and bills for services through September 6, 2025 end of the billing cycle.
  Ziply Fiber advises on each monthly statement under the Service Terms section it does advise consumers: Subscribers to Ziply Fibers ******** services are billed one full month in advance. If you cancel your ******** subscription, this bills through the end of the billing cycle and no partial months credits or refunds will be provided for previously billed service subscriptions. The billing is valid.
  
  We trust this information will assist in closing this complaint.  We apologize for any inconvenience that Mr. ******* experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations
  

• Initial Complaint

  Date:08/08/2025

  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.

  Continually rescheduled installation appointment yet charged for the weeks without service. I moved and transferred the service, but the tech failed to find the cable and rescheduled the appointment, which has since been rescheduled three additional times. I still dont have internet and have had to buy additional service to complete my work.

  Business Response

  Date: 08/18/2025

  August 18, 2025
  
  Thank you for referring the complaint of ******** ******** to our office for review. We appreciate Ms. ******** bringing this matter to our attention.
  
  The Complaint states that:
  Ms. ******** states that the order to move her data service to a new location was delayed.
  Ms. ******** is asking for credit because the order to move her service was delayed.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that account records show the transfer order was completed on 8/13/25.
  Ziply Fiber advises that Ms. ******** was issued an adjustment that will reflect on the 8/19/25 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 

• Initial Complaint

  Date:08/05/2025

  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.

  on 7-9-2025 received a collections phone call. the amount was 776.56$ when asked about the amount there was no info to give, just that they were attempting to collect a debt. Called Ziply and spoke to ***, a supervisor at ziply, Apparently *** confirmed that they had no way to reach me about the rate increase and that this was the first contact with me since we cancelled service in May . The rate increased in December and then again in February the rate increased. without warning or notification. Since December they continued to with drawl the agreed upon amount and carrying over the difference month to month....until May, when we cancelled service for other reasons. It was only then after cancelling service were we told about the "balance". we were assured they would look into it and get back to **....a follow up phone call was never given, nor was any explanation. At this point now we have a collections notice, as well as a hit on our otherwise spotless credit history. I just want them to make it right and remove the collections and restore my credit rating to what it was before this transpired.

  Business Response

  Date: 08/06/2025

  Thank you for referring the complaint of ****** ***** to our office for review.  We appreciate Mr. ***** bringing this matter to our attention.
  
  The complaint states:
  
  Mr. ***** states on 07/09/25 he received a collections call about an amount of $776.56, and advised it was an attempt to collect a debt.
  Mr. ***** states he contacted Ziply Fiber and spoke to a supervisor who advised they were unable to reach him.  There were rate increase prior to the cancelation therefore the amount paid monthly was not covering the total bill prior to the cancellation.
  Mr. ***** states he was unaware of the difference in the monthly bill until May when they requested to cancel the service and then advised of the balance.  Further stating they were advised it would be looked into and he would receive a follow up call, which he did not receive.
  Mr. ***** would like the collections removed and his credit rating restored to what it was before this transpired.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  
  Ziply Fiber records show the service was disconnected 05/21/25 at which time they were advised of the debt.  Records do not show we had updated or correct contact information.
  Ziply Fiber advises the service is month to month and subject to change this is why the information is provided on the bill statement.
  Ziply Fiber records show reminder notices were mailed to the service address regarding past due balances, these were mailed: 12/23/24, 01/23/25, 02/25/25, 03/25/25 and 04/23/25. Then on 06/17/25 a prewrite off notice was mailed to the service address.
  Ziply Fiber advises the charges are valid.
  
  We trust this information will assist in closing this complaint.  We apologize for any inconvenience that Mr. ***** experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

  Customer Answer

  Date: 08/06/2025

   
  Complaint: 23705125
  
  I am rejecting this response because:there were no mailed notifications as they describe in the response. I never agreed to the increase in charges nor was I notified they were going up.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/31/2025

  Type:Order 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.

  Summary:We operate a commercial property at **************************************************************. A Ziply service takeover agreement for the building was signed by my business partner, ****** ********, on March 23rd, 2025. I am a co-owner of the property. I was not informed of this takeover and did not consent.Problem:The takeover documents do not disclose key costs/fees (e.g., installation, equipment, early-termination, rate escalators).After implementation, we were billed/held to charges that were never stated in the contract we received.I sent written inquiries on requesting the itemized costs and the contractual authority Ziply relied on to bind both owners. No adequate response has been provided.Why this is unfair:The takeover was executed without notice to or consent from a co-owner.Material charges were not disclosed in the signed documents.Requested resolution:1. Provide a complete, itemized list of all charges, fees, term commitments, and early-termination obligations referenced by Ziply.2. *******/waive any penalties or fees arising from the takeover due to lack of disclosure and lack of co-owner consent.3. Confirm that no further changes to services or contracts for this property will be made without signatures from both owners (or written proof of authority).4. Provide a direct contact to resolve this. Contact:***** ******, Co-Owner ******************************************************** *************************

  Business Response

  Date: 08/20/2025

  Thank you for referring the complaint of ***** ****** to our office for review regarding the business account under ****************** PLLC. 
  
  The complaint states:
  Mr. ****** states he operates a commercial property in ******** and a Ziply service takeover agreement was signed by his business partner ****** ******* on 3/23/25. Mr. ****** states he is co-owner of the property and was not informed of the takeover and did not consent.
  Mr. ****** states after implementation, they were billed/held to charges that were never stated in the contract they received, and they requested the itemized costs, and the contractual authority Ziply Fiber relied on to bind both owners.  
  Mr. ****** wants an itemized list of all charges, fees, term commitments. Mr. ****** wants Ziply Fiber to rescind/waive any penalties or fees arising from the takeover due to lack of disclosure and co-owner consent. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show a change of ownership contract between the former business ************** and ******************, **** was signed on 4/2/25 effective 3/26/25. The change of ownership contract is a binding agreement between the outgoing and incoming customer and is delivered to ********************** whereby the incoming customer agrees that the said premises are owned, leased, or controlled by him/her and that person has the right to make this agreement. The incoming customer assumes responsibility for the existing prices for service and all contracts, debt agreements or obligations of the outgoing customer. Account details including services, rates, contractual agreements are shared between the outgoing and incoming customer directly. 
  The change of ownership contract is between the two parties signing the agreement and any grievance or dispute regarding the validity of the signer or terms of the agreement is between the business partners or the two companies, not Ziply Fiber. 
  In response to the complaint, the Ziply Fiber business team did contact Mr. ****** to go over the current rates and contractual information carried over from the prior company and provided an alternate contract renewal offer as well as the option to disconnect. Mr. ****** opted to disconnect services and, in this instance, Ziply Fiber did agree to waive the early termination fee associated with the account as a courtesy. 
  
  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,
  ****** ******** I Customer Response Team
  ********************** Executive Customer Relations 
  
  

  Customer Answer

  Date: 08/20/2025

   
  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:07/30/2025

  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.

  For the last 5 months, phone company Zipley Fiber has sent the bill so late that it comes to the house after the due date. A phone call is required to remove late fee's and nothing is done by them to fix the problem even though they say they will put an expedited "ticket" in to do so. They continue to do this in order to inconvenience customers to the point that they will set up automatic payment for the bill.This month the bill came late and there is a 28.4 % increase in the bill to cover copper line maintenance which is a complete lie as copper doesn't need maintenance, and I live right here where the line is and there has been no maintenance ever done for years on the line.This is an issue with many west coast companies and *************** is the state whose judge released the mentally ill man who murdered the people in ****************** a few years ago and where the retired attorney from there drove off the road and crashed in my yard when he was not supposed to be driving Idaho state needs to be looking out for its citizens better. Stop Zipley Fiber from bullying Me.The $22.16 is the increase over $77.77 they say they need to cover copper line costs. That is 28.4 %. The bill needs to go back to $77.77 and the bill needs to come in reasonable time to pay the bill on time.

  Business Response

  Date: 08/06/2025

  Thank you for referring the complaint of **** ******* regarding the account under ***** ******* to our office for review.  We appreciate Mr. ******* bringing this matter to our attention.
  
  The complaint states:
  
  Mr. ******* states for the past 5 months the statements have been arriving after the due date, and wants the bills to arrive with time to pay them before the due date
  Mr. ******* states he has to contact Ziply Fiber monthly to have the late charges credited.
  Mr. ******* states the Ziply Fiber bill has increased 28.4% to cover copper line maintenance, which he feels has not been done.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  
  Ziply Fiber advises we have engaged a new bill printing and mailing vendor. We do apologies we thought everything had been sorted out, we have brought this to the attention of our IT department for further investigation.
  Ziply Fiber advises all the late fees have been credited, except the one on the June 7, 2025 statement.  This has now been credited, the credit will appear on the August 7, 2025 statement.
  Ziply Fiber advises notification was provided under Customer Important Information section of the bill (page 4) on the statement prior to the increase and the statement with the increase.  The Long Distance in the package increased $3 and the Features increased $4.  The Road Recovery Fee increased from $1.50 to $5.00 this fee funds road work construction projects when copper facilities need to be moved for road projects, a portion of the cost is past along to consumers.  I understand increases can be frustrating however cost due increase to maintain facilities.
  
  
  We trust this information will assist in closing this complaint.  We apologize for any inconvenience that Mr. ******* experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations
  

• Initial Complaint

  Date:07/23/2025

  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.

  July 22, 2025 was the date of the dispute with this company over their recent charges to my account. I keep receiving emails from this company stating one charge $85.34 and when I go online to check my account there is another charge $70 cost of service, $10 processing fee, $5 fee charges. This company lores their customers by telling them if they do autopay the $10 processing fine will be dropped; of which I refused to do for personal reasons. Strangely enough my last months bill was accepted for $70 with the added fees imbedded, $10, $5 and there was no dispute from the company that I had under paid them!!! First the 34 cent should be dropped and the emails sent should reflect what is on their website related to my account; and you can't get a definite answer regarding the charges when you talk or chat with someone. I am wanting to know the details of what is a "processing fee" and the $5 fee related to?When our area was under Frontier the extra fees that were charged to us was clearly defined; so there was no question what you were paying. This company you get a different answer each time when you talk with someone.Thank you for at least looking into the matter.***** R ********

  Business Response

  Date: 08/05/2025

  Thank you for referring the complaint of ***** ******** to our office for review. 
  
  The complaint states:
  Ms. ******** states she previously paid $70 total which included all her fees and there was no dispute from the company that she had underpaid them. 
  Ms. ******** states she keeps receiving emails stating she has one charge of $85.34 but when she goes online it shows the cost of service is $70, a $10 processing fee and a $5 fee.  
  Ms. ******** wants an explanation of the $5 processing fee and thinks the 34 cents should be dropped. 
  Ms. ******** wants an explanation of the $10 processing fee and states the company told her the $10 fee would be dropped if she signed up for autopay which she has refused for personal reasons. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Prior to July 2025, Ms. ********* bill amount was $70 total. This included her month-to-month internet at a rate of $60 and a $10 payment processing fee. 
  Ziply Fiber does routinely evaluate the cost of doing business, the cost of the products and services they provide and adjusts prices as necessary. Beginning on the 7/15/25 bill, the rate for internet increased by $10 and new fee, called the "Roadwork Recovery Fee" in the amount of $5 was added to the account. The total bill including taxes was $85.34.
  The $5 Roadwork Recovery Fee provides funding for road construction needed for copper wiring maintenance and is taxable which is why Ms. ******** was billed 34 cents in applicable taxes. This information was detailed on the bill statement. 
  The $10 payment processing fee is applicable on all internet accounts that are not set up on autopay. Ziply Fiber advises that signing up for autopay ensures payments are made on time and in full each month. Autopay reduces the need to monitor payments, send late notices and reduces the cost of staffing for those collections. Consumers that choose not to use autopay have the fee to support the additional cost and extra work required to service the account.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Ms. ******** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

  Customer Answer

  Date: 08/13/2025

  Please close this case, since it hasn't really gone anywhere.

  Ziply Fiber hasn't shown on my billing their charges in detail and why. 

  They state so regarding this complaint; I will just have to live with what

  I have now and hope to find something better down the road.

   

  Thank you for your time and consideration.

  Sincerely,

  ***** R ********

  Customer Answer

  Date: 08/14/2025

  Ziply-fibers response is incorrect. There is no details of their charges to my account. Just other charges which probably is processing fees!
  

  Thank you again for looking into this.
  ***** ********

• Initial Complaint

  Date:07/14/2025

  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.

  I moved in November and switched my services to my new address in the same city. Ziply charged me in April for services for both addresses, totaling over $500. I had overpaid at my new address so they took $350 to cover the difference. I have had an investigation open to resolve this for almost 4 months now and not only is the issue not resolved, they are still charging me. I have cancelled all services and moved again and am now being charged for services at two places that I no longer live. I cannot get a response from anyone and cant seem to get them to disconnect my services or stop charging me.

  Business Response

  Date: 07/16/2025

  Thank you for referring the concerns from ******* ******** to our office for review.  We appreciate Ms. ******** bringing this matter to our attention. The accounts are in the name of ******* ****** and ******* **********
  
  The complaint states:
  Ms. ******** states she moved in November and switched her Ziply Fiber service to the new address in the same city.
  Ms. ******** states she was charged for both services in April, totaling over $500.00. Further stating she overpaid at the new address therefore the $350.00 was taken to cover the difference.
  Ms. ******** states she has moved again and requested to cancel all services for the two places that she no longer lives at.
  Ms. ******** wants the charges to stop and is disputing the $500.00
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber records show the prior service was in the last name of ****** and was not disconnected when she moved. Instead, a new account was established under the last name ********** on 11/14/24.
  Ziply Fiber records show the payment received in the amount of $387.50 on 04/01/25 went towards the prior account under the last name ******. Service from 08/05/24-11/15/24 that would be owed in the amount of $330.83, therefore this would have been an over payment of $56.67 had the service been disconnected, which would have been transferred to the new account (2nd account).  (Records show the service was disconnected on 05/20/25).  
  Ziply Fiber records show the service under ********** was connected on 11/14/24 and disconnected on 06/17/25. A payment was posted to the account on 01/31/25 in the amount of $85.00. The 06/15/25 statement reflected a past due balance of $502.61 in which Ziply Fiber credited $416.42 leaving a balance owing of $86.19 with a due date of 07/09/25, since the payment was not received, a late fee was assessed to the account bringing the balance owing to $102.58.
  In reviewing both account which have been disconnected the customer was over credited, therefore no more credit will be issued and the balance owing of $102.58 is valid for the services billed through 07/14/25 and used through 06/17/25 due to end of cycle billing which is outlined on each bill statement under service terms.
  
  We trust this information will assist in closing this complaint.  We apologize for any inconvenience that Ms. ******** has experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations