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:11/17/2022

  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.

  Our bill from Ziply Fiber is charging ** for a Digital land line. We are NOT receiving digital service. The equipment in ***** ***** is analog and very old and unreliable. I have called several times to get a price adjustment but the adjustment Has never appeared. We are being charged for a service that we are not receiving . Zipply Fiber needs to adjust the cost down and refund us the difference for the time we have been with Zipply Fiber.

  Business Response

  Date: 11/22/2022

  Thank you for referring the complaint of ********************* to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  The complaints states:
  ********************** states he is being charged for a Digital Landline and is not receiving a digital line.
  ********************** states the equipment in ***** is old and unreliable
  ********************** states he called in for a price adjustment several times and has not received them further stating he would like the cost of his phone package adjusted down and refunded for the difference for the time frame he has had Ziply Fiber.
  ********************** states he is paying for a service and not receiving it.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  
  Ziply Fiber advises the Digital Phone Unlimited is the name of the phone package.
  Ziply Fiber advises the equipment in ***** was updated 3 months ago.
  Ziply Fiber advises the price is structured and the same for all consumers however Ziply Fiber does provided time out of service credits for reported outages.  Records indicate the last trouble ticket on ****************** account was 09/14/21.
  Ziply Fiber advises if trouble is occurring to report it, this allows us the opportunity to repair our service when needed.
  
  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: 11/22/2022

   
  Complaint: 18418036
  
  I am rejecting this response because: equipment is old and unreliable, just today it was off again. The update on the equipment was not to digital just replacing older parts..  This is a typical response- need to install digital equipment.  Until then give us a discount.  Soon or or later someone will try to call 911 and the service will be down. As a matter of safety Ziply Fiber needs to replace the old copper service with digital service soon.

  
    They are hoping everyone will stop their service and go to cell.  One problem cell service is very flaky out here too. I have a disabled daughter who live with us and we need a reliable service when we call 911.  So far the line has been working./ when we have called 911 ( 4 times).

   

  I know it is a very expensive problem to fix ***** service- but what is a life worth? They have government grants to fix this problem-but spent the money in the CITY of Moscow.

  
  
  *********************

  Business Response

  Date: 12/05/2022

  Thank you for referring the additional concerns from ********************* to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  The rebuttal states:
  ****************** states he the equipment has not been upgraded but instead old parts replaced further stating digital equipment needs to be installed.
  ****************** states his service recently went down and the cell coverage is spotty in his area.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  
  As previously advised: Ziply Fiber advises the equipment in ***** was updated recently.  The Digital Phone Unlimited is the name of the phone package.
  Ziply Fiber advises the trouble that occurred on 11/23/22 was due to a rectifier failure from a power outage, this has been replaced.
  Ziply Fiber advises if trouble is occurring to report it, this allows us the opportunity to repair our service when needed.
  
  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: 12/12/2022

   
  Complaint: 18418036
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 12/16/2022

  Tell us why here...Zipply Fiber always state we have only one billing called  digital.  Fine most individuals are getting digital.  But here in ***** ***** we DO NOT get digital.  Why should we pay the same price other individuals  pay for better service.  Also note because our phone goes out so much I have a direct line to a technician  who come fix the problem.  So Zipply does not have a complete list of outages.   Yes they replaced part of the old system- but with copper.  It is still a very old system and out of service often.
  
  Bottom line is Zipply does not want to put in digital fiber in ***** and hopes everyone will go to cell phones.  The equipment here is copper and has a lot of problems.  They have *****s to put in fiber but chose to put it in ****** because there are more people there.
  Zipply needs to do the right thing and put in fiber in *****- but they will not.  Too expensive for a very few individuals.  But thats why they got the federal ***** to put in fiber to rural towns.  ****** is NOY rural. Big city with a major university.
  This just a waiting game with Zipply.  They will use the language digital is coming soon.  Soon can mean any time frame. 

  Business Response

  Date: 01/12/2023

  Thank you for referring the additional concerns from ********************* to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  The rebuttal states:
  ********************** states in **************** the service is not digital therefore feels the price should be less.
  ********************** states he has the direct line for the technician because the phone service goes out so much therefore Ziply Fiber does not have a complete list of repairs.
  ********************** states the system is very old and is out of service often.
  ********************** states Ziply Fiber has grants to put fiber in ****** because there are more people there.  Further stating Ziply Fiber needs to put fiber in *****
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  As previously advised: The Digital Phone Unlimited is the name of the phone package.  The price is structured and the same for all consumers.
  Ziply Fiber advises when trouble is occurring it is recommended the consumer contact Ziply Fiber and report the trouble, so there is record of it, this will provide a record and allow us to the opportunity to repair our service when needed.
  As previously advised:  The equipment in ***** was updated.
  Ziply Fiber advises ********************** can sign up for alerts on fiber expansions at www.ziplyfiber.com.  Currently the site advises ****************** address is under review and consideration for future fiber expansion.
  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: 01/12/2023

   
  Complaint: 18418036
  
  I am rejecting this response because:

   

  Very topical of zipply fiber "under consideration for the future"  That could be 50 years or 5 years or one year or never.  Fancy words: no date given.  Zipply is just waiting for everyone in ***** to go to  cell service.  Zipply has Federal grants to bring fiber to rural costumers.  ***** is not on their near future upgrade.  Sooner or later someone will try to call 911 and the Zipply system will be down AGAIN.  i
  

  
  *********************

• Initial Complaint

  Date:11/15/2022

  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.

  Ziply was unable to provide internet service to my apartment. The service person said he would cancel my application for service. The next day, someone from their office called to confirm this, which I did, and the application for service was cancelled. I just received an email stating they have deducted 60 dollars from my GoDirect card. I tried to email them back, but received a message that my email was blocked. This is theft. Not only that, but I would have qualified for ACP, which means I wouldn't have been paying 60 dollars.

  Business Response

  Date: 11/22/2022

  November 22, 2022
  
  Thank you for referring the complaint of ***************************** to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  The complaints states:
  ****************** was billed $60 for Ziply Fiber service that she had cancelled.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that the $60 withdrawn from Ms. ******** account has been refunded on 11/17/22 and we also confirm the account is closed.
  
  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: 11/23/2022

  Hi, I accepted the refund, but would like it documented for any other cases, that the money was deducted without me even having an account on file. They were able to track it via my DirectExpress acct deduction of $60.00.

  Customer Answer

  Date: 11/23/2022

   
  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:11/08/2022

  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 canceled my service, but they charged two additional month's service. Then they sent it to collections, so I had to pay it, and I don't owe it. Not only are they the worst internet provider that I have ever used( I had dial-up faster than they were) the personnel they use are all foreign and cannot understand what you are trying to tell them. I am furious! I will never use thier horrible service again!

  Business Response

  Date: 11/15/2022

  Thank you for referring the complaint of *********************** to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The complaints states:
  ************** states she cancelled her Ziply Fiber service and was billed for two additional months of service.
  ************** states it was sent to collections, so she paid it even though she did not owe it.
  ************** states her internet speed was slow, that her dial up service was faster.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show the service was disconnected on 06/01/22 at ************** request and the billing went up to the 06/01/22 date.
  Ziply Fiber records show the $92.52 is for services from 04/07/22 through 06/01/22 and are valid charges.  Records show the balance was paid on 11/09/22 and now the account balance is zero.
  Ziply Fiber advises that internet speeds are offered in tiers. The high-end of the speed range in a service tier represents the potential wired maximum speed capability in that service tier. Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, Wi-Fi network interference, time of day, and the number of devices connected, among other things. As stated in Ziply Fibers terms and conditions, actual internet speeds may vary and are not guaranteed.  There are no records of trouble reported with the internet.
  
  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: 11/15/2022

   
  Complaint: 18375016
  
  I am rejecting this response because: *********** I paid for was sub- par, and I know I was overcharged in my move out process. Extremely unhappy with this business!
  
  Sincerely,

  
  
  ***********************

• Initial Complaint

  Date:11/06/2022

  Type:Billing 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.

  On October 7th, 2022 I became aware of a double payment of ******. I called to request a reimbursement for this overpayment. Since my account was paid up thru Octobrt 9th I requested a full refund. I called and talked go a number of representatives and finally they agreed and told me I would receive a check within 10 day. After that time pasted I called again and was told my request was rejected. After talking to them again and explaining that at the time of my request I owed them nothing and again they told me I would receive the credit thru my bank account. Again I waited with no payment. I have talked to 7 representatives and one supervisor. Because I was told I would receive a credit I set up my normal payment due November 9. I became so frustrated with this company and all the lies they have told me I requested to close my account effective 11/9 which as has been paid in full. All I am asking for now is reimbursement for my over payments. I am done using the services with this company. The have lied to me on numerous occasions promising me my money yet I am still having to call them and all they tell me is they will send it to me. I feel their treatment of me as a customer is unethical and no excuse for it. All I have ever wanted is reimbursement for my overpayment.

  Business Response

  Date: 11/11/2022

  Thank you for referring the concerns of *********************************** to our office for review. We appreciate ************************* bringing this matter to our attention.
  
  According to the Complaint:
  ************************** states on October 7, 2022 a double payment in the amount of $150.01 was processed.  ************************** contacted Ziply Fiber requesting a reimbursement for the overpayment.
  ************************** states since her account was paid up through October 9, ************************************************************************************************************* 10 days which was rejected.
  ************************** states she was advised she owes nothing, and the refund would be credited online to her bank.
  ************************** states she talked to 7 representatives and a supervisor since she was to be credited therefore, she scheduled a payment with a due date of November 9 which did process.
  ************************** states she then requested her account be closed effective 11/09/22 and the account was paid in full.
  ************************** states she is now asking for reimbursement for the over payments.
  
  Ziply Fiber has investigated the above statement and offers the following response:
  Ziply Fiber records show 2 payments posted in the amount of $150.01 one posted on 09/29/22 and the second one posted on 10/07/22.
  Ziply Fiber records show the first request for refund of $150.00 was denied on 10/11/22 due to the 10/10/22 bill generating, and the current charges being deducted from the credit balance leaving a credit balance of $68.50 which required the credit request to be updated.
  Ziply Fiber records then show a second request for refund placed for the credit balance on the account of $68.50 on 10/25/22 was requested and a check to be mailed out within **** business days.
  Ziply Fiber records show since the current charges were deducted from the credit balance for the 10/10/22 bill statement for services from 10/10/22 through 11/09/22 no new payment would be required for this bill statement.
  Ziply Fiber records do not show a payment processed with a due date of 11/09/22 the last payment to post to the account was the $150.01 on 10/07/22.
  Ziply Fiber records do show the account was disconnected on 11/07/22 and now has a credit balance of $3.00 this refund will be mailed out as a prepaid Mastercard in 1-3 bill cycles.
  Ziply Fiber records show a check refund in the amount of $68.50 was processed on 10/25/22 with estimated arrival date of **** business days which means it should be received about 11/08/22 at the service address.
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ************************** has experienced as a result of the above matter.
  
  Ziply Fiber
  

  Customer Answer

  Date: 11/12/2022

  Dear **** I have read their response and would like it know I closed my account with them due to being told 7different times they would credit me my overpayment.  I believe they never reimbursed me on purpose those the could hold all over payments to cover another month rather than doing the right thing.  I was treated very poorly by them and am glad I'm done with t yt?em.  I talked with my bank and out a stop pay on the original pay.  That is the best way to make sure they didn't more of my money to s**** me with.  I'm am glad I finally received the ***** refund and that I never have to talk with them again.

  Sincerely 

  ***********************************

• Initial Complaint

  Date:11/05/2022

  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.

  Began as a Frontier customer. Once ********************** took over, they upped my bill to ***** per month without notice. On August 1, 2022, they upped my bill to ***** without notice. I have called several times only to have them offer a ***** discount without explanation to how my bill is so high. Today I called and the man tells me my contracted discount ended so the price went back up. I told him, "I was a Frontier customer, I had to contract". I then ask him why they did not notify me before charging my card and almost doubling the price of my internet since taking over. He has no answer for that but says the new price gives me 1 gig of internet. I ask him if I already have the 1 gig since I have paid for it, he says, "no, we can do that today". So-I have been paying for 1 gig (without my permission) for months and not gotten it. I want a refund of all moneys I have been charged without my permission and for a product I haven't received.

  Business Response

  Date: 11/09/2022

  November 9, 2022
  
  Thank you for referring the complaint of ***************************** to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The complaints states:
  Ziply Fiber has twice raised Ms. ******* pricing, without warning.
  Ziply Fiber charged Ms. ******* card a higher price without notifying her of the increase.
  Ms. ******* contracted discount ended despite her not being in a contract.
  **************** has been billed for the *** data package but never received that speed.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records shows Ms. ******* had an old Frontier 500/500M fiber internet plan established in July 2019. The promotion offered at that time was a 2-year promotional discount, which included an embedded discount of $25.01 off market rate and an additional $10.00 discount for 2 years. The 2-year $10.00 discount expired in July 2021, however **************** continued to receive the embedded discount of $25.01 off market rates for an additional **************************************************************** July 2022, the $25.01 discount expired, causing her bill to go up.
  Ziply Fiber advises that **************** is provided an email notice that her bill is ready to view prior to the automatic payment being deducted.
  Ziply Fiber advises that it is not necessary to be under contract to receive a promotional discount. We do not require any contractual obligation for residential subscribers.
  Ziply Fiber records show that **************** has been provisioned and billed for the 500M data plan since July 2019. No bill credit is warranted as the charges have been accurate for the service tier she is subscribed to.
  
  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

• Initial Complaint

  Date:11/05/2022

  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.

  I cancelled my ziply fiber contract with our ziply representative at our APT complex in May 2022 when our lease was up. Since then, I have been billed for $251.41 in which has sent to collections by ziply fiber. The outstanding bill is representing the months following my cancellation in which I no longer lived at the complex. I have been working with the APT complex, ziply fiber rep from the APT complex, as well as ziply fiber customer service several times since July 2022 in attempts to remedy this situation. Attached you can find the text messages directly with the ziply representative. From my records, I am being charged for the months of May, June and July, all of which was after my cancellation. I'm requesting that the $251.41 be refunded and cleared from my credit report as Ziply fibers error.

  Business Response

  Date: 11/09/2022

  Thank you for referring the complaint of ************************* to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The complaints states:
  ************** states she cancelled her Ziply Fiber contract with a Ziply Fiber representative at her apartment complex in May 2022, when her lease ended.
  ************** states she has been billed $251.41 for services after she requested the service to be cancelled and has been working with the apartment complex and the Ziply Fiber representative from the apartment complex to resolve the billing issues.
  ************** states she is being charges for **** June and July 2022, all of which were billed after her cancellation request.
  ************** is requesting the $251.41 to be refunded and her credit report cleared due to Ziply Fiber errors.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber has no request to cancel the service in ****records do show the service was disconnected on 07/14/22.
  Ziply Fiber has received notification from the property manager that ************** moved out on 06/11/22 therefore the services would have billed through 07/04/22 per Ziply Fiber terms of service on each monthly statement that advise the internet service bills through the end of the bill cycle and no prorated credit is provided. 
  Ziply Fiber in this instance did credit the current charges billed on the 07/05/22 bill statement of $88.51.  However, the prior charges would have been for services from 05/05/22 through the end of cycle billing of 07/04/22 in the amount of $162.90 these are valid charges owing to Ziply Fiber.
  Ziply Fiber advises once the $162.90 is paid the credit report will be updated as paid in full.
  
  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: 11/10/2022

   
  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. I have since paid the $162.90 total. Please reflect that this was paid in full on my credit records. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/01/2022

  Type:Customer Service 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.

  september till october for internet that was discontinued by them i paid bill and told them i wanted disconnected if they had to charege me to reconnect Not only did they charge a reconnect they charged from that moment on I just got off the phone with ziply and asked to end our contract my internet is still on

  Business Response

  Date: 11/08/2022

  Thank you for referring the complaint of *********************** to our office for review. We appreciate ************ bringing this matter to our attention. 
  
  According to the complaint:
  ************ states the September through October internet was discontinued by Ziply Fiber. 
  ************ states he was advised he would not get credit for his time without service. 
  ************ states he advised Ziply Fiber that he wanted to disconnect service if he was charged to reconnect. 
  ************ states not only was he charged to reconnect and for his service, his interne tis still on. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show Mr. ***** internet services were suspended on 10/3/21 for a past due balance of $97.47, which was the balance due on the 8/22/22 bill statement and did not include the current charges owing for the 9/22/22 bill statement. 
  Ziply Fiber records show a payment was received in the amount of $100.00 on 10/18/22 covering the past due charges from August and the service was restored.  
  Ziply fiber did provide prorated credits of $36.56 for the time the service was suspended on the 10/22/22 bill statement.  
  The 10/22/22 bill balance of $130.08 reflects the remaining past due charges of $40.50 for the partial ***************** charges and the current October bill charges of $89.58 which include a late fee and reconnection fee.
  Ziply Fiber records do not show a disconnect order was placed on the account which is why the service is still working.
  Ziply Fiber contacted ************ and went over the billing and agreed to provide a courtesy credit for the late fee and reconnect fee on the October bill statement leaving a balance owing of $110.09 due 11/9/22. ************ agreed to keep the service. 
  
  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:10/31/2022

  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 canceled my services with them on 10/8/22. I still had a status still in service. I called again and got told that I would be charged from 10/8/22-11/8/22. I told them Im not paying for services that I am not using and receiving. They agreed that I wouldnt have to pay and ensured that my service was disconnected. 10/27/22 they pulled $90 out of my bank. I did not have the funds for the whole $90. I had 4 over draft fees on my account totaling to $132. I requested for my money to be sent back to my account. And the fees for the overdraft fees that would not have been there if they didnt pull funds from my account. I would like $222 refunded to me. They have already taken enough of my money with the extender fees.

  Business Response

  Date: 11/09/2022

  Ziply Fiber
  
  Thank you for referring the complaint of ************************* to our office for review.  We appreciate ************** bringing this matter to our attention.
  
  The Complaint states that:
  ************** was billed for services after she cancelled her account.
  ************** was billed NSF fees due to the Ziply Fiber auto pay pulling the payment after the account was closed.
  ****************** would like a refund of $222.
  
  Ziply has investigated the above statements and offers the following response: 
  
  Ziply Fiber advises that ************** accrue any new charges after the disconnection date of 10/8/22.
  Ziply Fiber advises that the 10/8/22 statement advised the auto payment was pending and could be viewed by logging in at ziplyfiber.com. Records show that pending payment was not cancelled and was automatically paid as normal.
  Ziply Fiber advises that because ************** cancelled her account on the same day the 10/8/22 bill populated, we have refunded the 10/27/22 payment of $90. The adjustment reflected on the 11/8/22 statement and will be refunded in ***** days.
  
  We trust that this information will assist you 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: 11/09/2022

   
  Complaint: 18339585
  
  I am rejecting this response because:I was told by the *** that there would be NO payments out of my account 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/18/2022

  Thank you for referring the additional concerns of ************************* to our office for review.
  
  The additional concerns state:
  ************** was advised that no additional Ziply Fiber payment would be deducted from her bank account after she closed her account.
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  As previously advised ************** cancelled her account on the same day the 10/8/22 bill populated so the payment was already pending. ************** would have had to log into her online profile to cancel that payment.
  Ziply Fiber apologizes if ************** was incorrectly advised about the pending payment. Agent coaching will be provided accordingly.
  
  We trust that this information will assist you 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:10/29/2022

  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 Fibre, great internet service, but absolutely horrible billing!for three months I've tried to get my billing issue resolved, but keeps getting added to next months bill,now its $212.00 / month, ( which is way beyond the beginning price of $70.00 / month). my last call:if its not corrected by next month then, I am forced to leave and cancel service if possible, change bank account numbers, and warn others NOT to get internet service from ziply fibre!

  Business Response

  Date: 11/08/2022

  Thank you for referring the complaint of *********************** to our office for review. We appreciate ************** bringing this matter to our attention. 
  
  According to the complaint:
  ************** states hes tried to get his billing issues with Ziply Fiber resolved for the past 3 months but it keeps getting added to the next month bill. 
  ************** states his bill is now $212.00, which is way beyond the beginning price of $70.00 per month. 
  ************** states if the billing issue is not resolved he will cancel service. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ************** established service on 5/26/22 and received a $60.00 credit toward his first month of internet service and free installation. The monthly rate going forward was $60.00 for his GIG internet and a $10.00 router fee plus taxes and fees. Account records show ************** incurred additional late payment fees in June and July because his bill was not paid in full by the due date. 
  Ziply Fiber records show ************** made a payment of $179.54 on 8/18/22 which was the balance owing on the 7/26/22 bill statement and he made an additional payment of $171.94 on 8/19/22. Both payments totaling $351.48 were posted to his account and reflected on the 8/26/22 bill statement leaving a credit balance forward of $179.54. 
  Ziply Fiber advises the credit balance of $179.54 paid the current charges on the August bill leaving a credit balance forward of $99.55 that paid the current charges on the September bill leaving a credit balance forward of $29.55 on the October bill. 
  Account records show an audit on 10/26/22 found the payment of $171.94 was actually cancelled by ************** so should not have reflected on the bill as paid. This payment was debited back on the October bill statement to correct the account. 
  **************** October bill statement in the amount of $212.39 is correct as it includes the debit for the cancelled payment and current charges. 
  ************** is signed up for auto pay and the full balance of $212.39 was paid on 10/31/22 bringing the account current. 
  
  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:10/28/2022

  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.

  Disconnected services on 10/4/22. Was told no pro-rate, I demanded credit as I'm not paying for 3 weeks of services I'm not using. I was told during the first phone call on 10/3/22 that since I "escalated" the call that I would be able to get the credit. Credit never showed up called again about a week later and was told that they couldn't see the pro-rate but it should be there. Received bill today for remaining amount of $40.26 which is supposed to be the complete credit. Called in again today 10/28/22 and have been hung up on multiple times and have been jerked around and tried to speak with supervisors who disconnected multiple calls when I ask for the credit I'm due. I want the money that I was promised by Ziply Fiber, I will not pay for services that were disconnected. I paid for services from 9/24/22-10/4/22, that's it. I'm not paying for services that were not used from 10/4/22-10/24/22. I want the money that I was told would be credited to my account and the account closed out properly.

  Business Response

  Date: 11/04/2022

  Thank you for referring the complaint of ********************* to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The complaints states:
  ************** states she disconnected her Ziply Fiber services on 10/04/22 and was advised there is no prorated credit and is demanding credit for the 3 weeks of service she did not use.
  ************** advised she escalated the prorated issue on 10/03/22 further stating she was advised they would be able to approve the credit.
  ************** then received the bill in the amount of $40.26 which she states should have been credited.
  ************** states she paid for the service from 09/24/22 through 10/04/22 and will not pay anything further
  ************** states she contacted Ziply Fiber on 10/28/22 and was hung up on multiple times.  Further stating she wants the account credited and closed out.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber record show ************** account was disconnected 10/04/22.  Per Ziply Fibers terms of service which is located on each statement the internet service bills till the end of the billing cycle and no prorated credit is provided.
  Ziply Fiber has no records of a credit request on 10/03/22.
  Ziply Fibers records show the 10/25/22 statement generated with a due date of 11/18/22.  These charges are from the previous bill of $63.26 minus a payment of $23.00 left the balance of $40.26.
  Ziply Fiber records show a payment posted of $23.00 on 10/17/22 which covered services from 09/25/22 through 10/04/22
  Ziply Fiber records show on 10/28/22 a credit was issued in the amount of $42.00 causing a credit balance of $1.74.  The account has been corrected and now has a zero balance, this will reflect on the 11/25/22 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