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:10/27/2022

  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.

  Ziply Fiber has wronfully sent me to collections. The first attempt to over charge me was when they attempted to charge me for not delivering the equipment without the ability to ship the equipment, they were to email me a shipping label and never did. When they tried to charge me for it I called them and they were supposed to reverse thae charge and this time they did send me the shipping label. They still did not reverse the charge though and attempted to over charge me again which resulted in my bank account being over drawn. I contacted them which they reimbursed me and assured me the charges would be clear. Yesterday I recieved a call attempting to collect a debt from a collection agency stating that Ziply had sent my bill there. Today I finally recieved the bill stating I still owed which took a month to reach me because they failed to update my addrtess after each time I called.

  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.
  
  The complaints states:
  ************** states she was wrongfully sent to collections
  ************** states she was charged for equipment, did not receive a shipping label and was advised it would be reversed
  ************** states Ziply Fiber attempted a payment from her bank which resulted in her account being overdrawn
  ************** states Ziply Fiber did not update her billing address causing a delay in receiving a statement
  ************** states she received a call from a outside collection agency attempting to collect a debit further stating she would like the account adjusted and a correction made to her credit report
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show the charges owing are for services from 06/23/22 through 07/22/22 due to end of cycle billing which is outlined under the terms of service located on each monthly statement.
  Ziply Fiber records show the equipment was removed or checked in on 08/04/22 therefore there was no billing for equipment
  Ziply Fiber records show 2 payments returned from ************** bank resulting in $15 return check fees, the first one was paid however the 2nd one was not paid and still owing to Ziply Fiber of $96.83 plus the $15 return charge fee.  Ziply Fiber review of the account did locate an error and has credited this in the amount of $4.24 bring the balance owing to Ziply Fiber to $107.59
  Ziply Fiber records show the last bill mailed was generated on 09/23/22 after this time no additional bills will be generated.
  Ziply Fiber records show the balance owing of $107.59 is valid.  This is due to a returned check for the services from 06/23/22 through 07/22/22 which is end of cycle billing per Ziply Fibers terms of 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

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18320425
  
  I am rejecting this response because:I was told on the phone that I no longer owed ANYTHING the last two time I spoke to someone. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/18/2022

  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 she was advised she no longer owed anything the last two times she spoke with a Ziply Fiber representative.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises the last phone calls were on 07/26/22 the payment was made 08/14/22 and returned from the bank on 08/17/22 therefore the charges remain unpaid and are valid owing to Ziply Fiber.
  As previously advised:  Ziply Fiber records show the balance owing of $107.59 is valid due to a returned check for the services from 06/23/22 through 07/22/22 due to end of cycle billing.
  
  
  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: 12/01/2022

   
  Complaint: 18320425
  
  I am rejecting this response because:
  Not only was I told on the phone it was resolved nor did they disclose I had a balance after calling to discuss, you FAILED, to update my address so that I could receive the notice stating I would be sent to collections in a timely manner after I told your customer service team my new address both times. Because I was not given the notice in a timely manner to be able to discuss the charges due to your system or customer service error, I was wrongly sent. I am a single parent who does Not have time for your system errors and failure to update my moving address which prevented me from discussing the charges in the first place nor do I wish to argue with you. The charge back would not have happened in the first place if I was given accurate information. 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/26/2022

  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 cancelled internet service on 8/28/2022. I should have received a credit but instead I was then charged $40 on 9/24/22 for another cycle but they applied a credit for $36.13 on this bill (the credit which I was supposed to receive for cancelling mid-cycle but instead applied it to a bill for service I no longer had). I called and cancelled that bill and ensured I was done with Ziply. Now on 10/26/22 I have a bill for $3.87. I called and they said the best they can do is send me a debit gift card but it will take ***** days. Very shady practice and if I wasnt paying extremely close attention they would have taken $40 more and continued charging me even after I cancelled twice now. I bet Ill get charged next month too another $40. This cant be legal and needs to be fixed for everyone. I also bet Ill never receive a gift card (which was the only option, no credit card refund option at all).

  Business Response

  Date: 11/03/2022

  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 cancelled his internet service on 08/28/22 therefore should have received a credit.
  **************** states he was then charged $40 on 09/24/22, then received a credit of $36.13 leaving a balance owing of $3.87
  **************** states on 10/26/22 he received a bill for $3.87 and when contacted Ziply Fiber was advised he would receive a debit card in ***** days
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber record show the payment posted on 09/19/22 was for services from 08/24/22 through 09/23/22 in accordance with the terms of service which detail internet service will be billed through the end of the billing cycle with no prorates.  This information is located on each monthly bill statement.
  Ziply Fiber record show the service was disconnected on 08/29/22 and the bill generated prior to the services being disconnected (08/24/22), therefore the $40 would be a valid charge.  On 08/26/22 a partial credit of $36.13 was provided in this instance which would leave a balance owing of $3.87 this would be for services from 08/24/22 through the disconnect date of 08/29/22.  ******** then reversed the $40 payment therefore would owe the $40 balance to Ziply Fiber; however, this was credited in this instance on 10/26/22 bringing the account down to a credit balance of $36.13, Ziply Fiber has debited this since it is an invalid credit and the account balance is now zero, this will reflect on the 11/24/22 statement.
  Ziply Fiber records show **************** had a debit of $3.87 which is charges billing for services from 08/24/22 through the disconnect date of 08/29/22. However, with the bank reversal of the $40 payment and the $40 credit applied to the account this caused an over credit of $36.13 on the account instead of the prorated service charge of $3.87.  In this instance Ziply Fiber has debited the over credit and in this instance also credited the balance of $3.87 owing.  The account balance is now zero which will reflect on the 11/24/22 statement.  No additional credit/refund will be provided.
  
  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:10/21/2022

  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 signed up for a $60 promotion. My first month; I was charged $136, I had to call in and spend close to an hour to resolve as the agent had to figure it out. Then the following month a $168.90 charge, again, not the $60 dollar promotion. So it was resolved down to $73, and I sent the equipment back which they indicated was making the bill $13 more. Then, the following month, the bill was at $69.75 despite the equipment being returned (which was free for 30 days anyway and the service installer left it - just in case). I never even opened it and sent it back with the provided label. Then the following month, the payment was $*****. I was tired of dealing with them on the phone and let it go, but the following month it was $138 again! I called in and they adjusted it and in the end, I paid $69. I called to cancel on the day I made my last payment and was told that they are a subscriber service and so I was into the next month I would have to pay in full for the month. I explained that is why I'm canceling as continuous overcharges. She looked at the account and check with her "team lead," who authorized a pro-rated, 3-day payment that would be less than $10- although she couldn't take payment and told me the online account would reflect that. However, it didn't and still showed several days later when I got an emailed bill for, wait for it... $***** again! So, I was on the phone for another hour of my life and transferred from Ceearon to Charisma. ******** at first said that is not the policy and I would need to pay the $83. I insisted he read the notes, and he did. He came back and apologized and said "the notes were a mess, but I found where a prorated amount was promised and I will now be able to credit the ***** to close your account." I took a screenshot and asked for an email, which he said he could not send. He said, "Don't worry, it is credited and your account is closed on my end." I said, I'm sure I will get another call and email for $83, later it was so.

  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. 
  
  According to the complaint:
  ************ states he signed up for a $60.00 promotion but was billed $136.00 instead and spent an hour trying to resolve the billing issue.
  ************ states the following month he received a bill in the amount of $168.90 which was adjusted down to $73.00. 
  ************ states he sent the equipment back since he was not using it as it was indicated that was making the bill an additional $13.00 but advises the following bill was $69.75 despite returning the equipment. 
  ************ states the following month the bill was $83.00 then $138.00, he called in to have it adjusted to $69.00.
  ************ states he cancelled service due to the continuous billing errors and was advised he was into the next bill period however due to the issues he experienced was offered prorated credit but received another bill for $83.00.
  ************ states after calling in again he was advised the $83.00 would be credited. 
  ************ wants to make sure the account is cancelled, and no balance is owed. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ************ established service on 5/16/22, the initial month of service from 5/16/22-6/15/22 was free of charge and no bill generated. The 6/16/22 bill statement totaled $60.00 with no fee for the router. 
  The 7/16/22 bill statement totaled $136.00. This included the past due of $60.00 for **** and current charges of $66.00 which included $60.00 for the internet service, $3.00 for the paper statement fee and $3.00 for the payment processing fee due to ************ was not set up for paperless billing or auto pay which are required components of his package.  The router was free of charge as part of a promotion. The billed amount of $136.00 was for two months of service and included a late fee due to no payment was received in ****.  
  Ziply Fiber records show ************ should have received two free months of service as part of the promotion at the time he established service. ************ was provided the additional month of service credit totaling $76.00 for the **** $60.00 internet charges, the service fees and late fees in July. The 8/16/22 bill statement totaled $168.90 which reflected the past due balance of $60.00 for the July bill charges and new charges of $108.90. These new charges were higher as they included the internet at the standard instead of promotional rate, the auto pay fee, router fee and Wi-Fi extender charge as well as a late payment fee. 
  Ziply Fiber records show the router fee and Wi-Fi extenders were removed from the account on 8/22/22 and service credit was provided for the service overage and late charges.  
  Ziply fiber did receive ************** $60.00 July payment on 8/23/22 and a $73.00 payment for the August charges on 9/6/22, both payments totaling $133.00 posted to the September bill.
  Ziply Fiber records show the 9/16/22 bill in the amount of $69.75 included the current charges of $83.00 for the internet at the standard rate and auto pay fee less the credits previously provided. This was paid in full by ************ however additional review shows Ziply Fiber owes ************ an additional $20.00 credit adjustment for the incorrect internet rate in September. 
  Account records show the account was disconnected on 10/19/22 after the 10/16/22 bill had already generated in the amount of $83.00. This final bill balance was credited in full, and ************ has a current credit balance of $20.11 which will be refunded in 2-3 months via a prepaid MasterCard. 
  
  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:10/19/2022

  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.

  Keep getting Robocalls about Camp La June water claims and other unsIicited calls using local area code prefixes. When I attempt to call back , the number is shown as disconnected. I place them on my call block list and they change them to another number. I have repeatedly placed my phone number on the National Do Not Call Registry to no avail. Washington States AG and Legislators passed laws requiring service providers to stop the calls and to invistigate the perpetrators. It is time for Ziply Fiber to comply.

  Business Response

  Date: 11/01/2022

  November 1, 2022
  
  Thank you for referring the complaint of ******************* to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The complaints states:
  ************** regularly receives unsolicited and robo calls that come from local area codes/prefixes.
  ************** is on the National Do Not Call (DNC) registry but the unsolicited and robo calls continue.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  ************** can report robocalls to Ziply Fiber using the following process: Call the main Ziply number-************ and select option #4. On the next menu select option #1. Then continue as instructed.
  Ziply Fiber recommends ************** update the National DNC registry every six months to ensure endure the information is 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:10/17/2022

  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.

  This company is so unprofessional, disorganized and mismanaged, they should not be in business.I was scheduled to have new internet service in my new home on 9/16/22. Since I work from home, having internet is crucial. I received several automated appointment reminders for the 16th. Then the day before the appointment (and the day before my scheduled move), they sent an automated text, moving my appointment to Oct 13, 2022. No explanation, no phone call. I had to call several times to reach someone who could help me and they said it was because they had to run lines into my house because it was a new build and need to schedule that with a contractor. They should have known and prepared for this. (BTW, ******* can do this same day and do not need to hire a third party). I called and complained heavily and was able to convince them to move it up to September 23, 2022. Since I was coming back in town, I made arrangements to have someone available and on call to meet the installer and made sure Ziply had their phone number. During that week, they sent several confusing automated texts moving the appt to Oct 6th, then back to 9/23, then to 9/26. (Since I was out of the country I didn't get these until I landed). I called again to figure out what was going on and they said they have to have someone come out and install the line. The same excuse as the first time. I canceled the service altogether. Since canceling I have received 6 automated texts from them. 4 of them confirming appointments at various dates and two to notify me that work hasn't started yet at my home. I do not know how this company was ever granted a license to be an internet provider.

  Business Response

  Date: 10/31/2022

  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 was scheduled to have new internet service installed on 9/16/22. ************************** states she works from home, so internet is crucial.
  ************************** states she received several automated appointment reminders for the 16th however, the day before the appointment she received an automated text moving her appointment to 10/13/22 without notification or explanation. 
  ************************** states she contacted Ziply Fiber and was advised the delay was due to new lines had to be run to her home and it needed to be scheduled with a contractor.  
  ************************** states Ziply Fiber should have known a contractor was needed and prepared for it.
  ************************** states she complained and got her due date moved up to 9/23/22. ************************** states she received several confusing automated texts moving her appointment to 10/6/22, then back to 9/23/22, then to 9/26/22. 
  ************************** states she was again advised someone had to come out and install the line, so she cancelled the service altogether. 
  ************************** states since cancelling she continues to receive texts regarding her upcoming appointment. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show a new install order was issued on 9/2/22 with an original due date of 9/16/22. 
  Ziply Fiber records show that prior to the original installation date, the buried service wire team did attempt to run a line, however they were unable to determine the path, notes advise due to damaged conduits, flowerpots and terminals from new construction.  The order was referred back to engineering to find another path and the due date was changed from 9/16/22 to 10/13/22 to allow time for engineering to revise the path and for Construction to complete the work. 
  ************************** contacted Ziply Fiber regarding the delay and the due date was moved from 10/13/22 to 9/26/22 initially, then 9/23/22. Each time a due date is changed, automated text alerts are system generated.  
  Ziply Fiber did reach out to ************************** and left a message on 9/21/22 to advise that the 9/23/22 due date had been pushed out to 10/6/22, due to additional engineering and permits that were required to complete the work.  
  Ziply Fiber records show the installation order was cancelled at **************************** request on 9/23/22 however the deactivation process did not fully complete until 9/28/22 causing ************************** to receive automated texts after her request to cancel.  
  Ziply Fiber advises that all service orders are subject to availability and technician line qualification.  In this instance, the issues with the original path and additional work required that caused the delay in installation were not foreseeable and out of Ziply Fibers control. 
  
  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:10/16/2022

  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.

  Ziply Fiber continues to harass me with paper junk mail after the BBB attempted to resolve the issue. On 8/29/2022 a BBB complaint #********, was closed prematurely as I was waiting to see if Ziply Fiber would follow through and take action. Clearly they did not. In their response to BBB on my behalf it states, "Ziply Fiber has updated and corrected the records as of September 1, 2022 for the do no solicit mailing and door knocking. Mr. [my name] *** get 1 or 2 more mailers". Of course my name is in place of [my name] within the quote above. Ziply did not take any action, did not correct anything, and did not remove my address from their mailing list.Multiple attempts to contact Ziply Fiber to stop this unprofessional behavior has failed over and over again. When calling Ziply residential customer support ************** the following reps told me I would be taken off the mailing list and this never happened.2/25/2022 1:30pm ******* 4/9/2022 5pm ***** ********** 7/19/2022 3:40pm ****** ********** Every 7 to 14 days I continue to get junk mail from Ziply Fiber. They must be absolutely clueless to think would want to do business with them after close to a year of harassment. If the postmaster cannot resolve this and the BBB cannot resolve this, what are my options? Can Ziply Fiber be fined or sued for this abusive behavior?

  Business Response

  Date: 10/20/2022

  Thank you for referring the complaint of ******************* to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The complaints states:
  ************** states Ziply Fiber continues to harass him with advertising mailings about products and services.  Further stating the prior BBB inquiry was closed out prematurely, as he continues to receive flyers from Ziply Fiber.
  ************* would like the mailings and door hangers to stop.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber has reviewed the do not solicit records and 2 additional entries have been located in the system (both were different) both of these have been manually added.  Therefore anything currently scheduled will still be sent, however no new mailing will be generated.
  Ziply Fiber advises two more records have now been suppressed.
  
  
   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: 10/20/2022

   
  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.

  The response by Ziply Fiber finding 2 additional records for "do not solicit" is odd at best. Ziply Fiber has failed to follow up once already help with BBB so I am not confident this will be resolved. Time will tell & I will give Ziply Fiber one last chance.

  For a near a full year of harassment, 3 independent calls with customer service to stop promotions, and 1 BBB complaint #******** to resolve this issue, I do not have confidence that this company will follow through. Ziply Fiber has repeatedly failed to follow through.

  Please keep this complaint on record as I imagine this is not over yet.
  

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

• Initial Complaint

  Date:10/13/2022

  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.

  Ziply Fiber took money out of my account for services I did not receive. I turned my internet service off on September 21st, having just paid a bill on September 12th in the amount of $62.99. On October 12th, I was charged $78 for services that I did not receive. The customer service representative was completely unhelpful, and honestly sounds like they don't even know the service they provide. Their excuse was that they don't pro rate, then after hearing that its a prepaid service, their story changed. I've had to wait on hold for an hour today, and it took me an hour yesterday to speak with someone as well. There was contact made with someone from the financial department, and explained to me that the extra charges that inflated my bill was for excess services that I didn't order and have never used. Their chat options seem to connect me with someone who doesn't know the services either. I was told by chat that the amount wouldn't be taken out of my account, when the charge was still pending, then after it was taken out I had contacted Ziply Fiber via chat, and got the run around from someone named ***. I spoke or chatted with six different people, and have finally gotten contact with someone who claims that I will be contacted via email for a refund, so I am waiting on that.

  Business Response

  Date: 10/20/2022

  October 20, 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 on September 21, 2022 he had the internet service disconnected, and had just paid the bill on September 12, 2022 in the amount of $62.99
  **************** states on October 12, 2022 he was charged $78.00 for services he did not receive.
  **************** states he was advised the internet service does not prorate.
  **************** states he was advised that he would be contacted via email for a refund.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises the account was disconnected on September 21, 2022.  The $62.99 was billing for services from August 19, 2022 through September 18, 2022 and was paid.
  Ziply Fiber advises the $78.00 generated on September 19, 2022 and billing for services from September 19, 2022 through October 18, 2022 end of cycle billing.  The internet did increase on this bill due to a internet discount of $15.01 ending.
  Ziply Fiber bills through the end of the bill cycle which is outlined on each bill statement under Service Terms, and no partial credit is provided.
  Ziply Fiber in this instance and due to the close proximity of the bill cycle date (September 19, 2022) and the disconnect date (September 21, 2022) has provided the prorated credit of $78.00 this credit does reflect on the October 19, 2022 statement and will then be refunded in one to two bill cycles in the form of a prepaid Mastercard by NorthLane Technologies/Wirecard
  
  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: 10/21/2022

   
  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:10/13/2022

  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.

  ZiplyFiber isn't able to provide an explanation of a huge charge of $196.78 on the current invoice. Normally the monthly charge is $20/month for internet service. Their records showed I made double payments and hold a negative balance and now overcharging me without an explanation. I spent an hour on the phone with the customer representative without explanation and resolution.

  Business Response

  Date: 10/27/2022

  October 27, 2022
  
  Thank you for referring the complaint of ******************* to our office for review. We appreciate ************ bringing this matter to our attention. 
  
  The complaints states:
  That Ziply Fiber agents are unable to explain a $ ****** charge on the 10/11/22 billing statement.
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show that on the 9/11/22 statement ************ mistakenly received a $****** credit for payments that were cancelled. This error was realized and the erroneous credit for the mis-**************** was billed back. ************ has been advised. 
  
  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: 10/27/2022

   
  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:10/13/2022

  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.

  Ziply provides internet service for my home, and I've been the customer since 2013 (previously was frontier). . Recently I just found they charged me $10/month for the WiFi Router which I never used. I use my own router from the very beginning. I requested a fully refund for the overcharged fee for the past many years (It could be ~6,7 years), but they refused and only offered a $100 refund, which is totally unacceptable. All I ask is get my money back. I contacted them two weeks ago, but haven't heard back since. And I checked my bill today and see they are still charging that fee in this month's bill!My account number is *********************

  Business Response

  Date: 10/25/2022

  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 Ziply Fiber provides him internet and he has been a customer since 2013. 
  ************ states recently he found he was being charged a $10.00 per month fee for the WiFi router which he never used. ************ states he has used his own router since his service was established. 
  ************ states he requested a full refund for the overcharge going back 6-7 years, but states Ziply Fiber refused. 
  ************ states Ziply Fiber offered him a $100.00 credit, which he states is unacceptable. 
  ************ wants full credit going back to when the service was established. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ************ established 15/5M fiber internet service with ******** Communications on January 21, 2014 and was not originally being billed a router fee.  ************ upgraded his internet service from 15/5M to 100/100M on December 26, 2019, and at that time a technician was dispatched to perform the upgrade, a router was added and began billing on the December 28, 2019, bill statement at a rate of $10.00 per month which was part of the ******** pricing at the time. 
  Ziply Fiber purchased ******** Communications operations effective May 1, 2020. After the purchase completed, all customer accounts and records that were held by ******** Communications were transferred to Ziply Fiber and consumers retained their ******** pricing, plans and terms. 
  Ziply Fiber repair records show ************ contacted Ziply Fiber on July 15, 2021, stating his internet service was down.  A technician was dispatched the following day and completion notes from the technician advise they found faulty customer equipment, swapped out the ********************** broadband home router equipment, configured the ** and verified the service was working. 
  Ziply Fiber records show ************ contacted Ziply Fiber on September 21, 2022, advising he wanted credit going back 7 years for the router charge stating he was using his own equipment the whole time. ************ escalated to a supervisor who advised we would not provide credit going back 7 years and offered ************ a courtesy credit of $100.00, which he declined. 
  According to both the former ******** Communications and Ziply Fiber residential terms of service, it is the consumers responsibility to review the bill carefully and contact the company within thirty (30) days after receiving the bill if there are any disputed charges or charges that are inconsistent with the information provided at the time an order for services was placed. There is no record ************ contacted ******** Communications or Ziply Fiber regarding a request to remove or dispute the $10.00 router fee until September 21, 2022. Ziply Fiber does allow consumers to use their own router, so at Mr. ***** request, the router fee was removed effective September 21, 2022, and this change will reflect on the October bill statement.  
  Since ************ did not previously bring this issue to ******** Communications or Ziply Fibers attention, no credit is owed. However, in this instance, Ziply Fiber will honor the $100.00 courtesy credit that was previously offered to ************ by the supervisor. This credit will reflect on the October 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 
  
  

• Initial Complaint

  Date:10/08/2022

  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.

  Recently I received a bill stating that my service was going to be disconnected if I didnt pay the amount of money that was reflected on the bill. This happened to me similarly approximately three years ago with the same issue. The problem is that I pay for an automatic payment every month, and I dont understand how a automatic payment puts me into these problems. There is something intrinsically wrong with their system. Again I had taken care of this problem three years ago and havent heard anything about this in until recently. After receiving the bill the first thing I did was attempt to get on my account on the Internet to see what was going on, and it wouldnt let me sign on. It states that you need to call a number to talk to somebody about my problem. I thought perhaps the credit card that was on file mightve expired but again I could not find out because I couldnt get onto the Internet, the only thing you allowed me to do was to pay the bill. Because I couldnt get on the Internet I had to use their phone service which cost me an extra three dollars. I think this is very unfair and poor practices on the companies part. The only hours available is Monday through Friday and I am so busy I dont have time to talk to the representative during that time. Whenever I have talked to customer services in the past it was over an hour before we ever had any resolution, not only that I had to probably contact them 3 to 5 times to figure out why they cant seem to get the system to except my credit card in an automatic payments to work. It was very frustrating, this company is very frustrating I will be seeking services from other companies. There is no service available for customers on Saturdays and Sundays. I would suggest that if a person has a problem with the **************** because of this reason and the automatic payments get turned off, the customer should be getting a letter letting them know that their credit card was the problem.

  Business Response

  Date: 10/26/2022

  October 26, 2022
  
  Thank you for referring the complaint of ***************** to our office for review. We appreciate ************ bringing this matter to our attention.
  
  The complaints states:
  ************ received a Ziply Fiber past due notice for his account that is registered for auto pay.
  ************ wasnt able to log into his online (bill pay) profile to pay the past due Ziply Fiber charges or view/change the credit card on file.
  ************ was charged a $3 fee to make his payment over the phone to prevent service interruption.
  Ziply Fiber doesnt provide access to customer service on the weekends.
  
  ********************** has investigated the above statements and offers the following response: 
  Account records show that ************ contacted Ziply Fiber on 6/17/22 and disconnected the account linked to his auto pay. This stopped subsequent payments and generated a past due notice to be sent.
  Ziply Fiber advises that the online bill pay profile was deactivated after ************ cancelled the associated account.
  Ziply Fiber has provided ************ a courtesy credit for the $3 fee he was billed for paying over the phone.
  Ziply Fiber advises that representatives are available Monday through Friday from 7:00 A.M. to 8:00 P.M. and Saturdays and Sundays from 8:00 A.M. to 6:00 P.M. Pacific Time.
  
  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: 10/27/2022

   
  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,
  
  *****************