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:07/19/2024

  Type:Order 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 this service by a door salesman. I was hesitant to switch internet companies due to longevity with a rival service for over a decade. The salesman offered me a deal for less money and I asked how long the offer would last and he replied he could make my corner busy house an advertisement home for their company which would extend my costs for several years without a price increase. These promises were made in the presence of my adult children who resided here and I put my son in charge as he was also my caregiver at the time and very tech savvy. I didnt decide that day so I told the salesman that wed discuss and reply soon. I believe that this originated in 2022. My son said it was a great deal for me to move forward so I called for my free installation. The ziply company came out to run new wire and installed the services. I used my own equipment from the prior services we had purchased private equipment. Ziply laid the wire hanging in the yard of my neighbor and have not fixed the problem. I have reported it several times. It goes unnoticed by them and doesnt ever get fixed. Also I have been paying the bill on their app and they recently told me that they were getting paid on a different account not this physical address which isnt my fault. They received the government program money for connectivity but cannot explain the bill. They informed me that I owed them 264 in mostly late fees as they had risen the bill above the agreed amount without notice. The invoice I was getting online was being paid but they called thempartially paid which according to the app was the FULL AMOUNT OWED. As far as I knew the bill was being paid and no credit was given for the program money. We paid what was stated in full. I have attempted several times to resolve this. Transcripts are available for all conversations and I was promised a call back from them with a final monthly charge resolution. This has been several weeks now and no contact has been received

  Business Response

  Date: 07/30/2024

  July 30, 2023
  
  Thank you for referring the complaint of *************************** to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The Complaint states that:
  ************** states a Ziply Fiber sales agent gave her a price that was supposed to last for several years.
  ************** states that the Ziply Fiber cable is still laying across her yard despite repeated attempts to have it removed.
  ************** states she was advised that her payments had gone to a different account causing late fees to accrue.
  ************** states that she received the Affordable Connectivity Program (***) benefit but owed $264 mostly in late fees after Ziply Fiber raised the bill without notice.
  ************** states the balance owing that reflected on the *** was being paid in full, yet Ziply Fiber advised it was only partially paid.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Per Ms. ****** monthly statement from Ziply Fiber, the promotional price was valid until 3/18/23.
  Ziply Fiber records do not show ************** requested to have the temporary line removed. A request to have the cable addressed has been sent to the local manager.
  Ziply Fiber advises that Ms. ****** payment of $48.33 was inadvertently applied to the wrong account and was promptly corrected. The error didnt cause late fees to bill and Ziply Fiber apologizes for the trouble.
  Ziply Fiber advises that on the 4/22/24 billing statement, ************** was notified that the *** benefit was being removed due to lack of federal funding.
  Per the Ziply Fiber monthly statements, ************** wasnt not paying the full balance owing on the account.
  ********************** advises that the past due owing of $264.33 is valid. ************** entered into a deferred payment arrangement for that amount and will pay an additional $13.59 each month. ************** was also provided a 12-month promotional price of $60 for the ******** plan making her charges $73.59 plus tax/fees/surcharges for 12 months (June 2025).
  
  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: 07/30/2024

   
  Complaint: 22006986
  
  I am rejecting this response because:
  I was not aware of the bill issue until 6/10/24  the bill was being paid in full per the invoice amount of the ziply app  it showed the amount owed and thats what was paid period  I did request the line repair but its since been fixed  I HAD to accept the late fees or get disconnected even though I said I didnt agree with it! Its ridiculous that the salesman can promise me an advertisement home cost of service and you continually disregard it  I have witnesses that were here and accepted it along side me  I was hospitalized just prior to finding out all this and was unable to deal with it sooner  I just want what was resold to me in June which was the promo service cost of my internet  thats completely fair as was done by your service department  ***** offered me the promotion amount again to continue for another year and I agreed to that  

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

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered internet service from Ziply over a month ago. The techs came out within a couple of days and installed the lines to my house. They said they couldn't complete the install because the line needed to be spliced into the line on the street. They said a team would be out within days to complete that. It's been a month and no team has been out to complete the work. I've talked to customer support every 3-5 days for the last two weeks trying to get an answer on when this work will be completed. They have repeatedly promised me that someone will call with an answer and no one ever calls. I've been escalated numerous times and each time it ends with someone telling me I'm definitely going to get a call but still no one calls me back.I would like my house hooked up at the street so I can use the internet.

  Business Response

  Date: 08/07/2024

  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 ordered internet ******* from Ziply Fiber over a month ago. Technicians came out within a couple days and installed the lines to his house but said they couldnt complete the install because the line needed to be spliced into the line on the street. 
  ************ states he was advised there would be a team out in a couple days, but its been over a month and no team has been out. ************ states he has called multiple times regarding the status and is promised a call back but has not got one.
  ************ wants his house hooked up at the street so he can use the internet.  
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show a new install order for internet was placed with an initial installation date of 6/19/24. 
  Ziply Fiber advises the optical network terminal and fiber drop were installed but the technician was unable to complete the installation due to there was no light. The order was initially referred to engineering however it was determined it required a construction project to resolve causing further delays. 
  The construction project was thought resolved, and a field technician was scheduled to finish the installation on 8/5/24 however the technician ran into additional issues completing the installation which required the order sent back to construction for troubleshooting. 
  Ziply Fiber is still working to get Mr. ***** ******* installed. Once installed ************ has his initial month free of charge, Ziply Fiber will provide a second free month due to the ongoing delays establishing *******. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ************ has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  -said business is still under previous owner name (Frontier) which does not show up under BBB's search criteria.. should be Ziply Fiber *************, Or.-everything but fiber; we are working on DSL, The worst internet possible.-we have medical equipment that needs internet -False advertisement -paid them money and got worse -complained to them and they replaced router (with a frontier on it) rewired still got worse...couldn't believe it. -quality of life is in the toilet without internet -oh ya, I've been here 14 yrs same problem same people same building.-WiFi won't even go 40 feet straight line.-emotional duress...I had to write a really mean e-mail to make them look my way. I don't do that sort of stuff.

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ziply fiber provides me with phone and internet service.Our internet service is horrible doesnt work half the time. The Internet goes out randomly several times a day. I have called Ziply to get this resolved but they either cant fix it or do not care too.

  Business Response

  Date: 07/23/2024

  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 provides him phone and internet service. 
  ************** states he experiences internet drops several times a day and the internet doesnt work half the time. 
  ************** states he has contacted Ziply Fiber to get this resolved but they either cant or wont fix the issue. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ************** subscribes to standalone copper DSL internet, with maximum speeds up to 18M. Internet speeds are based on multiple variables including but not limited to equipment constraints, wiring inside the home, Wi-Fi network interference, time of day, and the number of devices connected among other things, actual internet speeds may vary and are not guaranteed.
  Account records show two reports of internet trouble since the account was established, one on 4/5/24 and the most recent report on 7/11/24 for frequent disconnects and slow speeds. Ziply Fiber technical support placed ************** on a golden profile in April and verified the service was in sync. A technician was dispatched on 7/17/24 and completion notes advise they cleaned up some corroded splices in two aerial terminals. 
  In response to the complaint, Ziply Fiber technical support made multiple attempts to follow up with ************** after the repairs but were unable to get in contact with him. If ************** is still experiencing trouble he should contact technical support directly for additional troubleshooting. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 4/25/24 Ziply Fiber arrived at my home to install a new internet cable connection. During the install, the tech nicked a water pipe (part of the radiant heating system in my home). The tech called his boss, one ***********************, who sent out C4 Plumbing to repair the leak. In the process, the plumber had to cut into my plaster wall to access the pipe creating an 11.5" x 10" hole. The pipe was repaired successfully the same day. *********************** was informed, through the tech on 5/01, that he could proceed with scheduling a plasterer to come and repair the hole. on 5/22 *********************** informed me that he had been unable to find a local plasterer. That was his last communication with me. I have since called Ziply Fiber's customer service numerous times as well as emailing their Executive Customer Relations Team and have yet to hear from anyone in a position to resolve the damage to my property.

  Business Response

  Date: 07/23/2024

  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 4/25/24 Ziply installed new internet. During the installation, the technician nicked a water pipe that was part of the radiant heating system in her home. 
  ****************** states Ziply Fiber sent out a plumbing company to fix the leak the same day, but they cut a 11.5x10 hole in the plaster wall to complete the repair.
  ****************** states she was informed on 5/22/24 that Ziply Fiber was unable to find a local plasterer to complete the repairs. ****************** states she has contacted the executive office and has not heard from anyone in a position to resolve the damage to her property since.
  ****************** wants the damage to her wall fixed. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show ********************** installed internet service for ****************** on 4/25/24. During the installation, Ziply Fiber damaged a water pipe in the wall and hired a plumber to repair the damage. 
  Account records show ****************** notified Ziply Fiber that the water pipes were repaired but that the hole in the plaster wall left by the plumber had not been repaired.  
  Ziply Fiber records show ****************** did call in multiple times, a damage report was placed however there were delays in finding a contractor to complete the work.
  Ziply Fiber has hired a contractor to perform the plaster repairs, which is scheduled for 8/5/24. ****************** has been contacted by both the executive office and a supervisor regarding this matter.
  Ziply Fiber provided ****************** two months of service credit as a courtesy due to the delay in repairs on 5/16/24 and 6/28/24.
  
  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: 07/23/2024

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

• Initial Complaint

  Date:07/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my ziply fiber account on June 18, 2024 and canceled my automatic payment on the same day. I received email confirmation of both cancelations on the same day. On July 5th, 2024, Ziply Fiber charged $161.30 to my checking account without my authorization and despite the fact, that I have not had their service since June 14, 2024. I want my money refunded!

  Business Response

  Date: 07/22/2024

  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 she cancelled her Ziply Fiber account on June 18, 2024, and cancelled her automatic payment the same day. She received email confirmations for both.
  **************** states on July 5, 2024, Ziply charged $161.30 to her bank without authorization despite the fact she had not had service. 
  **************** wants her money refunded. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show the June 11, 2024, bill in the amount of $161.30, due on July 5, 2024, was scheduled to come out automatically by the due date. **************** was sent email notification on June 13, 2024, advising the amount and date the auto payment was scheduled. 
  Ziply Fiber autopay schedules and deducts the billed amount owing each month. Any account changes made after the bill generates do not go into effect until the following bill cycle, including previously scheduled auto payments.  
  **************** contacted Ziply Fiber on June 18, 2024, and requested the service disconnected after the June bill had already generated. The July 11, 2024, closing bill statement reflects prorated credit for services back to the disconnect date leaving a credit balance of $89.65. This will be refunded in 2-3 billing cycles via a prepaid MasterCard per Ziply Fibers final refund policy.
  
  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: 07/22/2024

   
  Complaint: 21951013
  
  I am rejecting this response because:

  Ziply Fiber took almost 3x the amount owed on this bill without my authorization. It is absolutely unacceptable that I have to wait 2 to 3 months for a refund! And why the prepaid card? This was taken from my checking account.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/06/2024

  Thank you for referring the additional concerns of *********************** to our office for review. 
  
  The additional concerns state:
  **************** states Ziply Fiber took almost three times the amount owed on the bill without authorization. 
  **************** states it is unacceptable she must wait 2-3 billing cycles to get her refund.
  **************** wants to know why the refund is provided via a prepaid card when she paid with her checking account. 
  
  ********************** has reviewed these additional concerns and offers the following response:  
  As previously advised, Ziply Fibers autopay schedules and deducts the billed amount owing each month which consumers agree to when signing up for autopay. Any account changes made after the bill generates do not go into effect until the following bill cycle. In this instance **************** did not request the service disconnected until after the June bill had already generated, and auto pay was scheduled. The June current charges in the amount of $161.30 were correctly deducted on 7/4/24. 
  It is Ziply Fibers policy that refunds on closed accounts are initiated 2-3 billing cycles after an account is disconnected to allow for processing and approval of the refund as well as residual billing that *** occur, including but not limited to charges from third party billers, long distance, collect calls, equipment returns, etc. 
  Refunds on disconnected accounts are provided by Ziply Fibers payment vendor Northlane Technologies via a prepaid Master Card with the exact refund amount that can be used anywhere Master Card is accepted. All customer service and fulfillment of refunds are handled by *********. Consumers do have the option to contact ********* to request a refund via check and instructions are provided on the refund paperwork.  
  
  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:06/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THIS AN ONGOING ISSUE. CHARGING FOR SERVICES NOT RECEIVED.FAILURE TO FIX ISSUES WHEN REQUESTED NOT PROVIDING CUSTOMER SUPPORT NOT PROVING ESCALTION SUPERVISORS CALL BACK. THE LIST IS ****, AND ZIPLY IS WELL AWARE OF ALL OF THEM. BELOW IS THE LATE EMAIL TO THE SOCIAL MEDIA MGR IT IS VERY TELLING ****, it's disappointing to see that Ziply Fiber's track record of dishonesty and incompetence continues. There have been no follow-*** from the executive team as stated. On 6/18, I requested a follow-up, only to have my phonego completely dead the next day. My daughter's attempts to address the issue resulted in multiple dropped chats. This was all reported to the executive team on 6/19/24, but we received no response until the 25th asking if their malfunction had been fixed. My daughter got so frustrated she quit trying.It seems that your company needs to be compelled to follow the law. Challenge accepted. I've taken the initiative to hire a web designer to create a website for the ** (area) where people can submit their complaints. This proactive step demonstrates my determination to seek justice and I believe it will provide valuable insights for both the *** and the ************************* in my upcoming complaint.My patience has been tested to the limit. I've paid for a service that I have not received. I've been repeatedly deceived, and I've wasted countless hours in frustration trying to get your company to fulfill its obligations. My requests for reimbursement have been dismissed or laughed at. This level of disrespect is simply unacceptable.YOU STATEDthat I work closely with the team handling your complaint(s) and will monitor this case's progress.In my world, we call that a failure. And a lie.Stick with the comedy. I promise I will provide you with some material.

  Business Response

  Date: 07/16/2024

  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 had ongoing unresolved service issues. 
  ******************** states hes been charged for services not received.
  ******************** states he has not received follow *** from the executive team or supervisor call backs. 
  ******************** states his requests for reimbursement in the amount of $4000.00 have been dismissed and laughed at. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ******************** reported his phone was not working on 6/2/24. ******************** was part of an area outage due to the cable servicing his address was stolen. The cable was replaced, and trouble ticket closed as completed on 6/6/24. Ziply Fiber reached out to ******************** multiple times on 6/7/24 regarding completion of his trouble ticket but was not able to contact him. 
  ******************** reported additional trouble with caller ID on 6/10/24, technical support reprovisioned the service and made multiple attempts to contact him to verify services prior to closing the trouble ticket. 
  Account records show ******************** was in contact with a supervisor from the executive team however they were unable to get ahold of him via phone or email regarding his concerns. 
  A new trouble ticket was issued on 6/28/24 for issues with caller ID and loss of services. A technician was dispatched on 7/2/24 and determined the cable pair was damaged when the stolen cable from the prior outage was being replaced.  ******************** was moved to a new cable pair and all services were confirmed restored. 
  Ziply Fiber does provide time out of service credit for outages from the time the issue is reported until it is resolved. In this instance, ******************** received one month of service credit on the June bill statement and another month of service credit that will reflect on the July 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:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were promised several months of free fiber access after upgrading from a *** connection. And were promptly billed for 2 months of fiber after the connection.Initially as we purshase the *** Service were promised 10mb mo for $25 a month, and this didn't happen at all we were informed that a second line was required to get our 10mb a mo and were promptly billed for $74 dolllars. A month later the Modem that they installed died and took down my Router and they blamed the outage on me for using a gateway! A router servicing as a Repeater is not a Gateway, so you see that they either both incompetent and fraudulent or just brain dead. They have lied to us from the start and have even created another account in someone else's name to use to double bill us...... you can have supporting documents on request! We get late payment notices 2 times a month as they refuse to correct the problem and have threatened to disconnect the service several times. Their Service people are also not very knowledgeable in their own words, and argumentative at best. Some of them anyway....They at least owe us FREE INTERNET for 4 months with NO MORE Double billing BS.

  Business Response

  Date: 07/08/2024

  Thank you for referring the complaint of ******************************* to our office for review.  We appreciate *************** bringing this matter to our attention.
  
  The complaint states:
  **************** state she was promised 10 M DSL for $25 per month further stating she was informed a 2nd line was required to get 10 M speed and was promptly billed $74.00
  **************** states she was promised several months of free fiber access after upgrading from a DSL connection and feels Ziply Fiber should provide her with 4 months of free internet.
  **************** states another account was created in someone elses name in order to double bill her and wants the double bills to stop
  **************** states she is getting late notices twice a month due to Ziply Fiber refusing to correct the problem and has received a disconnection notice.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber advises the only trouble report was in January 2024,the technician noted he reset **************** modem to factory reset, the service is now working fine with no additional issues.  Records show **************** was billed correctly at the current pricing of $50.00 plus the leased router fee of $10.00 before taxes/surcharges or processing fees when service was installed 01/26/23.  The internet price did increase $5.00 and the leased router increased $2.00 which was advised on 12/26/23 and 01/26/24 bill statements under customer important information section.
  Ziply Fiber has no records of a promise nor a promotion of free fiber service when upgrading from DSL to Fiber internet service. However, when **************** service was changed to Fiber a promotional offer was provided which is a $25.00 discount through 03/23/25, this information does reflect on each monthly bill statement.
  Ziply Fiber records do not show **************** is being billed double.  The copper DSL statement did not bill any new charges as of the 03/26/24 statement, the prorated credit appeared on the following statement which generated on 04/26/24.  The Fiber statement started billing as of 03/24/24 statement.
  Ziply Fiber has transferred the payment of the $78.51 from the copper to the fiber invoice therefore this payment now shows on the active fiber statement and your online account shows a credit balance of $78.51.
  
  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

  Customer Answer

  Date: 07/14/2024

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

  Business Response

  Date: 07/26/2024

  I am having the same problem with this company Zipley fiber, I received a bill on my phone and when I went online to pay it , the email said I didn't owe anything the last payment was August 17, 2024.. As you know it is not August so how could this be?  It was the same problem before that I thought was fixed billing me then saying I didn't owe anything and in a week they threaten to discontinue service for non payment. This is the only internet in my area and spouse needs the internet so I can't cancel it. what can I do now to stop this?

  Business Response

  Date: 07/29/2024

  BBB I am not sure why this shows as a rejection when the customer states:

   

  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:06/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account closed June ********. They over charged me a month because of an automatic payment that should have been ended because my service was scheduled to end on the 8th well ahead of time. Now I have an 85 dollar credit to my account but they are unwilling to repay me to to the original form of payment. They are now going to send me a debit card up to three billing cycles later. Often these cards have fees that won't allow me to actually use my full amount. I also have to wait multiple months. I have no recourse to return my money in a timely manner and do not receive interest for the amount of time I am without payment. I even tried to turn off the automatic payments two days before it was charged. I

  Business Response

  Date: 07/03/2024

  Thank you for referring the complaint of *************************** to our office for review.  We appreciate ******************* bringing this matter to our attention.
  
  The complaint states:
  ******************** states he closed his Ziply Fiber account on June 8, 2024, however due to payment previously scheduled this did auto deduct.
  ******************** would line the $85.00 refunded back in the original form of payment instead of a prepaid debit card.  ******************** states the prepaid cards generally have fees attached that do not allow you to use the full amount.
  
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber records show the auto payment was previously scheduled for June 16, 2024.  This was for charges from May 23, 2024 through June 22, 2024 which are valid charges. This information can be found on each bill statement under service terms advising the service bills through the end of the bill cycle.
  Ziply Fiber records show in addition to the auto payment of $85.00 ******************** made an additional one-time payment of $38.39 on June 14, 2024 this amount caused an over payment balance, and in this instance an additional courtesy credit of $46.61 which equals the 14 days of billed unused service was provided.  These two amounts is why there is a credit balance of $85.00 on the account. 
  When an account is closed, a refund is generated in 2-3 bill cycles this allows time for any 3rd party billing the opportunity to send the charges over prior to any refunds being provided. Once the prepaid Mastercard is received (without fees for the 1st year), instructions are provided should a consumer request an alternate refund method.
  
  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

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21898986
  
  I am rejecting this response because: I should not have to accept a repayment via prepaid debit card. I also made full payments to the account, there is no reason I should have to way two to three billing cycles and there is no reason my original form of payment cant receive the payment. You also state that all payments are correct and they are not. I only had service from the end of May to the 8th although you ended my service on the 7th for the next homeowner. I should be credited the rest of the month. Mainly I dont accept the 2-3 months you are keeping my money.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ziply fiber is attempting to cause irreparable damage to my property instead of seeking any other means in which to run service to my neighbors. They are unwilling yo open dialog or look for solutions to the issue.

  Business Response

  Date: 07/01/2024

  Thank you for referring the complaint ******************************* to our office for review.  We appreciate ******************* bringing this matter to our attention.
  
  The complaint states:
  Mr.  ******** states Ziply Fiber is causing damage to his property, while installing service for his neighbor.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber apologizes for ******************** frustration, usually work is completed on an easement.  Ziply Fiber would need additional information such as a physical address or a valid contact number, to gain additional details from ******************** in order to investigate this claim.
  
  
  
  Sincerely,
  Ziply Fiber