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:10/06/2022

  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.

  I contacted Ziply Fiber on 7/19/2022 to cancel my service with them. I have used Ziply for almost three years prior to the cancellation. I decided to go with another internet provider, so I set up a cancellation. When asked by the Ziply employee what I wanted my termination date to be I responded with: "You can cancel my service any time. I already have a new internet provider, and I just don't want to receive another bill... so however long that gets me you can cancel me after that." The employee responded that I would have my disconnect date set as 8/15/2022. After the phone call, I received an email confirmation order #: ******** stating that my disconnect date would be 8/15/2022 as discussed, and that my "Estimated Next Bill ****** $.00". I have received a bill every month since then for $72.99. I have tried contacting Ziply to discuss this bill with them and they refuse to help me. After multiple conversations with Ziply trying to get this issue resolved I decided to dispute the charge with my credit card company. The first dispute was awarded in my favor and then the second dispute came back saying that I would be re-charged the amount owed. I reached back out to Ziply and was able to get the problem resolved... or so I thought. While speaking with Ziply they told me that I would not be charged any more going forward, and any payment that I had made regarding this bill would be refunded back to me. Well then a few days later I received a call from a collections company stating that I owed the $72.99 to Ziply. I was so furious about the entire situation I just paid the bill to the collection company for $76.94 now because of their fee. This payment was made on 9/29/2022 and I have a confirmation # ******. And now on 10/6/22 I just checked my credit card statement and I have a pending charge for $72.99 from Ziply. This is absolutely absurd. I have included the email from Ziply to me showing my "Estimated Next Bill' of $.00

  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 he contacted Ziply Fiber on 7/19/22 to cancel service advising he had already gone with another provider. 
  ****************** states he was advised the service would be cancelled 8/15/22 and received a cancellation confirmation for this date with a zero estimated next bill.  
  ****************** states he has received a bill every month since then for $72.99. ****************** states he has contacted Ziply Fiber regarding the bill but has not been helped. 
  ****************** states he disputed the charges with this credit card company and the first dispute was awarded in his favor however the second dispute came back stating he would be recharged the amount owed. 
  ****************** states he reached back out to Ziply Fiber and was advised he would not be billed anything going forward and that he would be refunded the payment made
  ****************** states instead of getting a refund he was sent to collections for the $72.99 and states he paid them $76.94 which included a fee. 
  ****************** states on 10/6/22 he has another pending charge of $72.99 on his credit card from Ziply.
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ****************** called on 7/19/22 and requested the service cancelled after the 7/16/22 bill had already generated in the amount of $72.99, this was the last bill owing to Ziply Fiber due 8/9/22.  A disconnect order was placed and completed on 8/15/22 as discussed. 
  ****************** had auto pay set up on his account so the scheduled 7/16/22 bill payment of $72.99 came out on 8/5/22, however Ziply Fiber records show the payment was returned by Mr. ******** credit card on 8/10/22.  
  The 8/16/22 final bill did have a zero-balance owing for the current charges as noted in the disconnect confirmation email. The $72.99 balance reflecting on the final bill was past due charges from the July statement that were not paid.  
  Mr. ******** scheduled auto payment for the 8/16/22 bill in the amount of $72.99 due 9/9/22 came out on 9/5/22 and was returned by his credit card on 9/14/22. 
  The 9/16/22 bill generated with the same past due owing from July and the auto payment for the billed amount of $72.99 was scheduled as soon as the bill generated to come out 10/7/22.
  The account was written off and sent to an outside collection agency on 9/25/22 and ****************** made a payment to the outside collection agency which Ziply Fiber did receive on 9/30/22 bringing the account to a zero balance.  
  Ziply Fiber advises that auto pay takes the billed amount owing and does not account for changes or payments made mid cycle, so the auto payment for the 9/16/22 bill on 10/7/22 was deducted as scheduled prior to the account going to collections. This payment was returned by Mr. ******** credit card on 10/13/22.
  ****************** did owe for the 7/16/22 bill charges in the amount of $72.99 that was sent to collections and the payment from the collection agency was applied to zero the balance. The three auto-payments made on Mr. ******** credit card on 8/5/22, 9/5/22 and 10/7/22 were all returned by the credit card company. The balance is now paid and no new bills will generate so no additional payments will be scheduled or deducted. ****************** is not due a refund.
  
  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:10/04/2022

  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 have received a bill from Ziply Fiber with the billing date 9/25/22 saying I owe $381.13. The account number is *********************. I have never been associated with this account number before. The bill was mailed to my billing address P O ****************************************.

  Business Response

  Date: 10/12/2022

  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 received a bill from Ziply Fiber for $381.13 for an account number she has never been associated with
  ****************** request the amount due be removed
  
  Ziply Fiber has investigated the above statements and offers the following response: 

  
  Ziply Fiber advises when ****************** ported her phone service to another provider on 08/31/22, the additional services (Internet and TV) a separate (new) account was established since a disconnect request had not been received for these products.  Ziply Fiber attempted to reach ****************** and voicemails were left in regard to the new account established.
  Ziply Fiber has spoken to ******************, she states she did request the account to be completely disconnected on 09/01/22 therefore Ziply Fiber has placed the disconnect for the Internet/TV account and credited this down to zero in this instance.  The original account ****************** ported out, the credit balance will be refunded in 2 to 3 bill cycles and ****************** 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

• Initial Complaint

  Date:10/04/2022

  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.

  I have received a bill from Ziply Fiber with billing date 9/25/22 saying I owe $381.13. The account number on the billing is *********************. I have never been associated with this account number before. The bill was mailed to my billing address P O ****************************************.

  Business Response

  Date: 10/12/2022

   
  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 received a bill from Ziply Fiber for $381.13 for an account number she has never been associated with
  ****************** request the amount due be removed
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises when ****************** ported her phone service to another provider on 08/31/22, the additional services (Internet and TV) a separate (new) account was established since a disconnect request had not been received for these products.  Ziply Fiber attempted to reach ****************** and voicemails were left in regard to the new account established.
  Ziply Fiber has spoken to ******************, she states she did request the account to be completely disconnected on 09/01/22 therefore Ziply Fiber has placed the disconnect for the Internet/TV account and credited this down to zero in this instance.  The original account ****************** ported out, the credit balance will be refunded in 2 to 3 bill cycles and ****************** 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: 10/12/2022

   
  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:10/04/2022

  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.

  I will summarize the best that I can about what is going on with my account and the inability of your customer service to resolve this issue.I had someone coming to my door around February and offering me internet service for 2 months free. I said OK, I would like to test it. The installation was never finished. The cable is hanging in my ********* believe that I plugged in on the first day and then I stopped using it. I started receiving bills, even though I never used the service. I called several times to resolve the issue but now my account went to a collection agency.

  Business Response

  Date: 10/24/2022

  October 24, 2022
  
  Thank you for referring the complaint of *********************************** to our office for review. We appreciate ******************** bringing this matter to our attention.
  
  The complaints states:
  A Ziply Fiber door to door sales agent offered ******************** free internet for two months.
  The Ziply Fiber internet installation was not completed.
  ******************** began receiving bills from Ziply Fiber even though he didnt use it and had unplugged it after the first day.
  ********************** unpaid Ziply Fiber account has gone to a collection agency.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Account records show ******************** had service installed on 2/13/22 with a two-month free data promotion.
  Order records confirm the data service was installed successfully and functioned as expected.
  Ziply Fiber records do not show that ******************** made contact to request his data service be disconnected so it continued to bill.
  Ziply Fiber provided ******************** past due notices and a pre-write off letter prior to reporting it to a collection agency.
  Ziply Fiber advises that as a one-time courtesy credit has been applied to the account and the remaining balance of $198 (equal to three months of service fees) is valid.
  
  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: 10/24/2022

   
  Complaint: 18166272
  
  I am rejecting this response because: Did you ever see the pictures that I posted with the cable hanging in my garage? Should I accept this when the install was never finished? Did you check my usage before making allegations that I was using the internet service? I probably connected the cable for 2 days only before deciding to wait for the tech to come back and finish the install. You have a terrible customer service and the way I see there are only 2 options here: 1- You agree with the low standards of your installs and don't care when customers complain about it, or 2- You want to force me to pay for something even when I showed you the the install was never finished and services not used. I know that everybody needs to make money, but in this situation, or you are completely dishonest or got some very bad information about the case. No, I will not accept this resolution and I 100% refuse to pay for something that I did not use. Do you have any documents where I signed an agreement? I never even logged in to my account online ever. Please send me a debt validation to ************************************************************** 97229.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 10/28/2022

  
  Thank you for referring the additional concerns of *********************************** to our office for review.
  
  The additional concerns state:
  Ziply Fiber never completed the data installation.
  ******************** never used the Ziply Fiber data service, and we should be able to see that information.
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Per the 10/24/22 BBB response the order records confirm the data service was installed successfully and functioned as expected.
  Ziply Fiber advises that we do not track data usage.
  Ziply Fibers position remains the same.
  
  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: 11/02/2022

   
  Complaint: 18166272
  
  I am rejecting this response because:

  If you show me any paperwork / contract that I signed, I will agree with you and close the case. This looks like a scam. The service was never installed, I never used and now I have to pay. Shame on you!!! Show me the contract.

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

  Business Response

  Date: 11/08/2022

  
  Thank you for referring the additional concerns of *********************************** to our office for review.
  
  The additional concerns state:
  ******************** is asking for a copy of the contract he signed.
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber doesnt require our subscribers to sign a contract.
  Ziply Fiber advises that no new information has been provided to warrant a deviation from our original response. The charges are valid.
  
  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: 11/16/2022

   
  Complaint: 18166272
  
  You guys are so dishonest. I filed a law suit against Ziply yesterday. I already got someone to serve your agent. Tell this BS to the judge. See you in court.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:10/04/2022

  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.

  on 9/8/22 my internet and phone went off line due to a cut line. I had my internet service cancelled this date and had to keep my phone active(even with no service) to allow me to port the number to my new supplier. They sent an email stating that my new bill would be around ***** dollars. My new bill came out and states I own 113 dollars and is due on 10/7/22. Charging me for internet service from 9/13-22 through 10/12/22 (which i do not have) I have made repeated attempts to get this corrected and this has resulted in a credit of around ***** dollars and they demand payment of 68 dollars or it will be reported to the credit bureau. The porting of the phone number is now complete and they told me they would adjust the bill to around *************************************************************************************** the amount stated of 68 dollars or it will be reported.

  Business Response

  Date: 10/18/2022

  Thank you for referring the complaint of *************************** to our office for review. We appreciate ********************** bringing this matter to our attention. 
  
  The complaints states:
  ********************** states his internet stopped working on 9/8/22 due to a cut line. 
  ********************** states he requested his internet canceled 9/8/22 but had to keep his phone active to allow him to port the number to a new supplier. 
  ********************** states he received an email stating his new bill would be around $43.56 but when he received his bill it stated he owed $113.00 due 10/7/22. 
  ********************** states he was charged for internet from 9/13/22 through 10/12/22 even though he did not have internet. 
  ********************** states hes made several attempts to get this corrected and has received a credit of $45.07 but Ziply Fiber states he still owes $68.00 and if he doesnt pay it will be reported to collections. 
  ********************** states the porting is complete and he was advised they would adjust the bill to around $29.00
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show ********************** contacted Ziply Fiber on 9/8/22 advising of internet service issues and slow speeds.  ********************** was offered a technician visit and free month of service but declined requesting his internet removed, advising he wanted to keep the phone.
  Ziply Fiber records show an order was placed to remove Mr. ********** internet service on 9/8/22 with a due date of 9/12/22, this generated a confirmation email estimating the next bill at $43.56 for phone only.   
  Ziply Fiber advises that any changes made mid cycle do not reflect until the following bill cycle.  Mr. ********* bill generates on the 13th of the month and the order to remove the internet did not post until after the 9/13/22 bill had already generated so the removal of internet did not reflect on this statement. As a result, ******************** was billed for both phone and internet in the amount of $113.07. The prorated credit for removing the internet back to 9/12/22 would not reflect until the 10/13/22 bill statement. 
  Account records show that in addition to the automated credits to be applied in October, manual credits were issued on 9/30/22 and 10/3/22 totaling $45.07 off the past due and $38.97 that was to be applied to the current charges on the October bill statement leaving a balance of $29.03 before the October bill generated. 
  Account records show the phone service was ported to another provider on 10/3/22 disconnecting the service with Ziply Fiber. The final 10/13/22 bill reflected both the manual credits and automated credits leaving a credit balance of $44.62 which will be refunded in 2-3 billing statements via 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 
  
  

• Initial Complaint

  Date:10/03/2022

  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 will be possibly the 3rd or 4th complaint against Ziply Fiber that I have made.Approximately a week ago, I contacted Ziply Fiber regarding "wire" that was needed to replace the old existing wire for my internet service. I was informed that a tech ticket had been made and to expect a tech to be at my house on Sept 30th. I'd like to take the time to point out, I am a disabled veteran 50% and this company is now telling me I have to dig my own trench which will be approximately 45-60yrds from the corner of my house to their service pole in my cul-de-sac. Me..I can barely stand for 4hrs and I have to dig a trench. Never mind renting equipment from a town an hour away just to get it to my house and back which will run approx. $330 or more. I have to dig across my property line to my neighbors because of the brush and trees. I installed a water 45 gray water line and it nearly put me on my back for a week. This is how Ziply treats it's rural customers. Not only do they make you work for them, they don't bother showing up when you are told they will. I called today, and was told, "There's no ticket history".. oh well h*** that's pretty convenient. To top it off... I have no idea where the old line leaving my house goes. But, I'm suppose to I guess know since I'll have to work for Ziply digging my own trench. I just hope their ready for my service bill when I send it to my lawyer for her to send it to them for the digging. The wire replacement is their cost I suppose when they should be doing ALL THE WORK. Like me telling the power company I want power and they telling me I have to dig the holes for the power poles. What complete and utter stupidity.

  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:
  ******************** was expecting a Ziply Fiber technician at his home on 9/30/22 to address an internet wire that needed to be replaced.
  ******************** is required to dig a trench before Ziply Fiber will replace his internet lines.
  ******************** does not know where the old Ziply Fiber lines are coming from his home or where to dig the ******.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show that on 9/27/22 ******************** called technical support to report a data outage and reiterated that his internet lines needed to be replaced. The agent created a maintenance ticket with a 9/30/22 due date to address the issues. Due to an area wide issue the ticket was added to the common cause outage and completed when that outage was resolved.
  Ziply Fiber advises that although we provide the cable/conduit, it is the homeowners responsibility to provide a path (trench) on private property.
  Ziply Fiber advises that calling 811 before digging is required and would provide ******************** the location of underground utilities.
  
  We trust that this information will assist in closing this complaint and 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

   
  Complaint: 18162424
  
  I am rejecting this response because: I am not a ziply fiber employee and should not be digging anything that "Ziply wire" is going into.  I am not a contractor with knowledge of how deep the trench should be.  I have no idea how long said trench should be.  Ziply however has the persons with such knowledge and experience in identifying underground wires/leads.  They do have the equipment to conduct such trenching.   If Ziply refueses.  I will only be in need of internet services from them for less than a year as Charter Spectrum in laying cables in my area and will not only provide service for others in my area but have agreed to trench new service lines for me.  So Ziply's days of having a monopoly in this area are numbered.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/01/2022

  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.

  On 9/3/22 12:30pm PST Ziply Supervisor *** employee ID ******* advised CS rep **** Employee ID **** to remove the $3 payment processing feel permanently. Ticket number REQ134203 was opened to remove fee and today I go online and I see that the fee still shows on my account. I would like this fee to be removed as they advised me they would.

  Business Response

  Date: 10/07/2022

  Ziply Fiber
  
  Thank you for referring the complaint of ***************************** to our office for review.  We appreciate ******************** bringing this matter to our attention.
  
  According to the complaint:
  On 9/3/22 ******************** was advised that the $3 monthly payment processing fee would be permanently removed from her Ziply Fiber account.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises that the advertised rate package that ******************** subscribes to requires paperless billing and auto pay. Consumers are advised in the plan details section online at ziplyfiber.com.
  Ziply Fiber advises that consumers who opt out of the autopay are charged a $3.00 payment processing fee and consumers who opt out of paperless billing are charged a $3.00 paper statement fee. We apologize if ******************** was given incorrect information regarding the ability to remove this fee.
  
  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:09/30/2022

  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.

  I tried to cancel my account with Ziply Fiber back in April. I got billed for service in May and June, so when I went to call and see what was going on I was informed that while I was told my service was disconnected they didn't actually disconnect it. Once I finally got confirmation that my account was canceled. I was told I would receive a check in about 2-3 months for $140 (two bills of $60, plus $20 for a prorated amount I was charged). I was also given a reference number of #S-79770261. It has now been 2-3 months and I still haven't received my refund. When I called Ziply after 2-3 months and I still hadn't received anything, I was told they sent my account to a collections agency, and they should be sending me my money. I called the collections agency Ziply gave me, and they had no idea what I was talking about. They said they didn't issue checks, and there was nothing under my name/with an account number that ********************** gave me. I called Ziply back and they told me they have no idea where my money is, and there's nothing more they can do because they wrote off the account and it's closed. After refusing to take that as answer I was transferred over 4 times to incorrect departments, and finally told that no supervisors were available, but someone would call me later that day. That was yesterday and I still haven't received a call back.So, in short, Ziply lied about canceling my account in April and continued to charge meWhen I called to see what was going on they said they were issuing a refund checkWhen that check didn't arrive they said "oh well, there's nothing more we can do" and have continuously made me jump through hoops and go through the ringer.

  Business Response

  Date: 10/14/2022

  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 tried to cancel her account with Ziply Fiber back in April.
  ******************** states she was billed for service in May and June and was advised the service was not disconnected as requested. 
  ******************** states once it was confirmed her account was disconnected, she was advised shed receive a refund in 2-3 months totaling $140.00 for two bills of $60.00 and partial credit of $20.00.
  ******************** states she has not received a refund and was advised the account was written off and there was nothing more that could be done. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show ******************** contacted Ziply Fiber multiple times advising she had requested her service canceled on 4/24/22 however the disconnect order did not go through until 6/9/22. 
  Ziply Fiber records show that during these contacts, ******************** was offered credit for both her May and June bill statements, the April bill statement was valid. 
  Ziply Fiber records show ******************** was billed $60.00 for the 5/5/22 statement which was paid by her on 5/31/22. 
  Account records show Ziply Fiber provided a credit of $60.00 that was applied towards the final 6/5/22 bill statement charges totaling $80.00, leaving a balance of $20.00 which was subsequently credited on 6/10/22 covering the full June charges billed. ******************** did not pay the June bill charges so would not be due a refund of those.
  ******************** was due credit and a refund of $60.00 for the May bill charges that were paid, however in this instance, she was provided credit of $60.00 for the May bill plus an additional duplicate credit of $80.00 for the June bill that was previously credited in full by Ziply Fiber. 
  In this instance, the total credit of $140.00 which includes the $80.00 overage credit was provided as a refund to ********************. The refund was processed on 9/30/22 and takes **** days business days to receive.
  
  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: 10/14/2022

   
  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,
  
  *****************************