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:06/22/2024

  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.

  I cancelled my ZiplyFiber account where my final date of service was 5/23/2024 due to moving. From there I chatted and called customer support to ensure I was fully paid through the end of my subscription (prorated May). They confirmed I would no longer be charged and my business with them was over. After that I received an email the same day that my auto-pay was disabled and my credit card on file was removed from my account. On 5/25/2024 I was charged $85.00 from ZiplyFiber. I chatted with support on 5/26/2024 where they told me I would have to call in Monday to resolve the issue. 5/27/2024 I called in to support to fix the issue and get a refund. They acknowledged the error and said they could not refund the $85.00 but could send me a $85.00 mastercard gift card to my old address. I complained and pointed out how the autopay was disabled and my card on file was removed - so how did they charge me anyway? I do not want a gift card, this is very inconvenient and requires my time and effort because of their inexcusable error (there is no excuse provided thus far). Their escalated support assured me they could actually refund the $85.00 directly to my card in 2-3 business days. This never happened so 4 separate times I called support, escalated, and was told the same thing every time "yes this was our fault sorry, we can refund the $85.00 to your card in 2-3 days" and it never happens. Today I called again and they are back to claiming "we'll send you a gift card" except now they say to expect the card in 40 days. At this point I refuse to believe I will ever receive a refund from ZiplyFiber without help from my attorney and we will be pursuing more than just the refund due to all the time wasted from their unexcused error with no explanation. My warning to anyone reading this is to cancel your card on file with ZiplyFiber after cancelling your account or else they will charge you. I fear they'll charge me again 6/25/2024 so I definitely will.

  Business Response

  Date: 08/22/2024

  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 cancelled his Ziply fiber account because he was moving, where his final date of service was 5/23/24. 
  ****************** states he chatted with customer service and confirmed he was fully paid through the end of his subscription and would no longer be charged that his auto pay was disabled. 
  ****************** states on 5/25/24 he was billed $85.00 from Ziply Fiber. 
  ****************** states he called and disputed the charges and was advised multiple times he would be refunded in 2-3 business days, but it never happened and now Ziply Fiber states he will be refunded via a $85.00 Mastercard which he does not want. 
  ****************** states he wants his money refunded to his original payment method. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show ****************** subscribed to Ziply Fiber internet service and was set up with autopay. Ziply Fiber records show ******************** 5/1/24 bill in the amount of $85.00, due on 5/24/24 was scheduled to come out automatically by the due date. ****************** was sent email notification on 5/3/24, advising the amount and date of the scheduled auto payment and the bill advises DO NOT PAY- you are currently signed up for Auto Pay.
  Account records show that ****************** made a one-time payment on 5/13/24 in the amount of $85.00 and cancelled his automatic payment that same day which was after the May bill had already generated and auto pay had been scheduled. This cancelled the auto pay going forward, not the previously scheduled autopay. Ziply Fiber autopay schedules and deducts the billed amount owing each month. Any account changes, credits or payments made after the bill generates are not reflected until the following bill cycle, this includes cancellations to auto pay.  
  During the contact on 5/13/24, ****************** requested the service disconnected 5/23/24 which was done. The closing 6/1/24 bill reflects both the original scheduled autopayment and one-time payment leaving a credit balance of $85.00. Overpayment refunds on active accounts can be reversed back to the payment method, however Ziply Fiber refunds credits balances on disconnected accounts in 2-3 billing cycles via a prepaid MasterCard. Account records show requests were placed to reverse the payment; however, ******************** account did not qualify for this type of refund as it was not an active account. 
  ******************** refund of $85.00 was submitted for approval on 8/5/24 and he should allow ***** days to receive the prepaid Mastercard. All customer service and fulfillment of refunds are handled by Ziply Fibers payment vendor Northlane Technologies. Consumers do have the option to contact ********* to request a refund via check or direct deposit and instructions are provided on the refund paperwork. Consumers can contact Northlane directly for assistance at ******************* *************************** or by phone at ************.
  
  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:06/22/2024

  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.

  This company has horrible customer service. I was overcharged and although they returned the money it took hours on the phone. It is based in phillipeans and the agents do not speak English well enough to perform the job, which ends up in endless hours on the phone trying to sort out the countless errors bc they give you wrong account numbers bc they dont know the correct number names in English, they also just answer yes when they dont understand what your asking them. They gave me a 10 digit account number then five mins into the conversation asked for my 15 digit account number. I even told them the ten digit was wrong bc my call the day before w a supervisor, I was told it was 15 digits. They then sent me a PIN number that was incorrect and I spent hours trying to get into my account, only to call back and find out the reason I couldnt get in is bc they sent the wrong account number. The service itself seems to work decent but the customer service is the wordt Ive ever dealt with. If youre going to work /operate in *******. You should have to have competent English speaking customer service ********* you shouldnt be allowed to operate in the **. It is very frustrating to have to spend this much time to get billing set up. I am easily five hours into this process and its still not complete. Now I have the online account set up but it doesnt have the balance on it and I was told to call back Monday!!!! Im dreading the 45 minutes call I will have to go through on Monday to do something as simple as setting up automatic bill pay!!! Also this company charged $5 to get a paper bill/ statement. Why should I pay extra to get what was free for the last 25 years!!!!!

  Business Response

  Date: 07/05/2024

  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 was overcharged and although Ziply Fiber returned the overpayment, it took hours on the phone.
  **************** states he spent hours trying to get into his online account because he was not provided the correct account number and PIN. **************** states the customer service agents were based out of the *********** and did not speak very good English which required him calling in multiple times to resolve the issue.
  **************** states he now has the online account set up, but it doesnt have a balance and hes been instructed to call back. 
  **************** states he was charged $5.00 for a paper bill and doesnt think he should have to pay extra for something that was free for the last 25 years. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show **************** called on 6/20/24 regarding an account under *********** established 5/16/24. No prior payments had been received on this account. The agent provided credit on this account for the activation fee, late payment fee, payment processing fee and paper bill fee.  
  Account records show during the contact on 6/20/24, **************** requested the account placed in his name and an order to take billing ownership of the existing Ziply Fiber account was placed. This closed out the account under Kayfa Curse and created a new billing account under ****************. Ziply Fiber advises the first 10 digits of the two account numbers would have been the same however the last 7 digits and PIN number would be different. 
  **************** called on 6/21/24 regarding accessing his account, however the order to change the account into his name had not yet posted, so Ziply Fiber was not able to provide the new account number and pin required to establish the online billing account. The online account for **************** was successfully created on 6/22/24, there was no bill balance showing at the time because ****************** new bill had not yet generated. 
  Account review shows the new bill under **************** generated on 6/28/24 in the amount of $83.10 for a full month and partial services beginning on 6/20/24 when he took over the account. ********************** provided additional credit to the account under Kayfa Curse in the amount of $52.00 for services billed from 6/20/24-7/16/24 which was after **************** took ownership, leaving a balance owing in the amount of $61.10 for services provided prior to 6/20/24. 
  Ziply Fiber strives to be environmentally friendly and provide modern ways to serve customers. Internet consumers not enrolled in paperless billing are charged a $5.00 paper statement fee and those not enrolled in autopay are charged a $5.00 payment processing fee. Consumers are not required to sign up for these services but for those who choose not to, the fees do apply. **************** has signed up for both paperless billing and autopay.  
  
  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:06/17/2024

  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.

  A downed cable is on our metal roof belonging to Ziply Fiber. I called originally on May 16, 2024 to ask to have removed. A Zipley representative came out took a video of downed cable on roof the next day. The representative said it may take awhile to get a crew out to shore up rhe downed cable. *** called numerous times since the representative first came out to find out when the crew was coming to get the cable off my roof only to get the run around. Every time I call Ziply Fiber they make up a new ticket number and say they are sending out a technician to fix it. The technicians dont show up and when l call the next day they say the ticket has been completed. I live in a *******, ***** and Im very dissatisfied with the response results from Ziply Fiber, As of this day June 17th, 2024 the cable is still on the roof.

  Business Response

  Date: 06/19/2024

  Thank you for referring the complaint of ***************************** to our office for review.  We appreciate ******************* bringing this matter to our attention.
  
  The complaint states:
  ******************** wants the down cable belonging to Ziply Fiber removed off his metal roof.
  ******************** states he originally contacted Ziply Fiber on May 16, 2024 and this still has not been done.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fibers engineering has gathered the pole information needed in order to obtain the permit needed.
  Ziply Fibers engineering has explained the process needed to resolve the issue with the Barragars in order to fix the issue, and provided them with a contact number should additional questions or concerns arise.
  
  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: 06/19/2024

   
  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. I will give them up to two months to get the cable off my roof. If not completed I will open the case against Ziply Fiber again. Thank you for reaching out to Ziply Fiber and getting the engineering department to respond. You accomplished in two days, in what took me over a month to accomplish with this company.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/05/2024

  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.

  In Jan of 2023, Ziply changed its policy regarding billing. I am opting out of autopay due to inconsistent billing though my service has not changed. I have not received a single invoice since the policy change, electronic or paper. I have spoken with ziply every quarter about this issue and yet I never get an invoice. I prefer a paper invoice but I wont pay a $5 service fee for this. In what business can you expect to get paid for services without an invoice? This is unacceptable practice.

  Business Response

  Date: 11/22/2024

  November 21, 2024
  
  Thank you for referring the complaint of *** ******* to our office for review. We appreciate Mr. ******* bringing this matter to our attention.
  
  The Complaint states that:
  Mr. ******* states that Ziply Fiber is now charging a fee to receive his paper statement each month. 
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show that on 6/5/24 Mr. ******* spoke to an executive agent who explained the paper bill policy and how to retrieve a copy of his statement online. Mr. ******* has chosen to remain on paperless billing.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Mr. ******* has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

• Initial Complaint

  Date:06/03/2024

  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 took money out of my account with out my permission! They took one payment that was authorized one day and then took it again the following day. I called them and asked if they would refund my money and they did not. I requested this on 5/30/24. They said they would refund me on 6/1/24 and they have not done so! They took over $281.52 out of my bank account without permission.

  Business Response

  Date: 06/17/2024

  Thank you for referring the complaint of ************************* to our office for review.  We appreciate ************* bringing this matter to our attention.
  
  The complaint states:
  ************** states she authorized Ziply Fiber to process one payment of $281.52 on 05/30/24, however an additional payment was processed without her permission.  When ************** contacted  Ziply Fiber she was advised it would be refunded on 06/01/24 this has not been done.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber made multiple attempts to reverse the payment, each attempt failed. In reaching out to ************** advising her of the failed reversal attempts, she did state she had cancelled the card used in the payments, and the bank has refunded the money for the 2nd payment.
  
  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

• Initial Complaint

  Date:06/03/2024

  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.

  From day my **************** was did work as advertised. My internet constantly froze up on me or just completely disconnected. Also I promised one month free and did not receive that. Also when I asked them to end my service and not to charge me, they did not disconnect me and they also went ahead charged me for the following month of June 2024.

  Business Response

  Date: 06/14/2024

  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 from day one her internet did not work as advertised. 
  ****************** states she was promised one month free.
  ****************** states she asked for Ziply Fiber to end her service and not charge her, but she was charged for June 2024 anyway. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show ****************** activated internet service with Ziply Fiber on 4/10/24 and called on 4/24/24 regarding the bill and was advised it was $60.00 per month which would bill on 5/1/24.
  Account records show ****************** did call on 5/30/24 to advise she was having service issues and wanted to disconnect service. A disconnect order was placed but did not complete before the 6/1/24 subscription was deducted. There are no prior trouble reports. 
  Account records show ****************** has made two payments, the initial May payment was previously refunded and Ziply Fiber has refunded the June payment. 
  
  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:06/02/2024

  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 have not been able to use my landline to make outgoing calls for more than a month. I am an elderly customer in a rural area needing a land line for my own health and safety.Ziply customer service three times has claimed to schedule a service appointment and no one shows up.They say it is a systemwide issue in the area but have not provided more information or any resolution despite repeated calls to customer service.If this is in fact affecting my entire rural community the way it is me not having an essential service for more than a month is just unheard of especially without assistance or explanation, and they have a monopoly as no other service providers are available in my area.

  Business Response

  Date: 06/12/2024

  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 has not been able to use her landline to make outgoing calls for more than a month. 
  **************** states she is elderly and needs a landline. **************** states technicians have been scheduled three times and have not shown up.  
  **************** states shes been advised its an area issue but has not received any additional information. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show **************** reported she could not make inbound or outbound calls on 5/21/24 and was provided an initial commitment repair date of 5/22/24 which was rescheduled twice. 
  Ziply Fiber determined **************** was part of an area outage that was caused by multiple bad fuses in the central office so would not of required a technician to her house specifically. The outage was cleared on 6/3/24.
  In response to the complaint a technician was dispatched to Ms. ******* residence on 6/6/24 and did verify dial tone. 
  Ziply Fiber has issued time out of service credit in the amount of $39.56 and a $25.00 courtesy credit for the delayed repair. These credits will reflect on the 6/22/24 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:05/31/2024

  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 am the executor for the estate of **********************, who died in February 2024. At the time of her death, Ziply was providing service to her residence at ***************************************************. After her death, I contacted Ziply on or around 2/15/2024 to cancel the service. Despite Ziply acknowledging the February 2024 cancellation on three separate calls with Ziplys customer service representatives, ********************** has continued to charge Ms. ***** credit card -first on March 10, again on April 10 and again on May 10. Of Couse, I have contested each of these charges with the bank and so far the bank has reversed 2 of the 3 charges. I want Ziply to stop wrongfully charging this credit card. Thank you.

  Business Response

  Date: 06/07/2024

  Thank you for referring the complaint from **************** regarding the account under *********************** to our office for review.  We appreciate **************** bringing this matter to our attention.
  
  The complaint states:
  ******************** states his mother passed away in February 2024, and he contacted Ziply Fiber to have the account disconnected around 02/15/24.
  ******************** states ************** credit card has been charged the auto draft fee in March, April and May 2024.  He has contested each of these charges with the bank and so far the bank has reversed 2 of the 3 charges.
  ******************** wants the credit card charges to stop.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber records show the account was disconnected on 02/12/24.
  Ziply Fiber was in contact with ****************, verified the bank was successful in reversing 2 of the 3 payments.  The 3rd payment Ziply Fiber has reversed back to the credit card, **************** did verify this completed.
  Ziply Fiber has verified there is no subscriptions tied to this account, therefore there will no billing going forward.  **************** has notified as well.
  
  
  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: 06/07/2024

   
  Complaint: 21787256
  
  I am rejecting this response because the business has not appologized for wrongfully charging the account and I have not had time to verify the accuracy of the business' response.  I have been told the same thing in the past only to have it not be true.:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/24/2024

  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.

  We do not use nor do we ever WANT to use Ziply's services. Ziply's extremely unprofessional contractors came into our town, barged their way into our backyard and backyards all over our neighborhood, damaged part of our fence, and left behind sloppily installed cable and dangling wires. Then later, their salesperson knocked on our door (despite the fact that we have a NO SOLICITING sign), and used high-pressure, personally invasive questions to try to elicit sensitive PRIVATE information from me about, among other things, which internet provider we currently use, whether my husband was home, whether he (the salesperson) could come back at 7:30pm to talk to my husband about switching providers; all this after having been alerted to the NO SOLICITING sign he had ignored. He said he would advise Ziply management about the issues with the contractors, but of course (huge shock) we haven't heard back from them. Incidentally, the same young man trespassed in other nearby neighbors' yards trying his high-pressure sales pitch.We want: ZIPLY to send RESPECTFUL contractors to assess the job that was done and remove/secure dangling wires/cables, and then we want NO FURTHER CONTACT FROM THIS BUSINESS EVER, not in person, not by mail, not by email, not by phone.

  Business Response

  Date: 08/23/2024

  Thank you for referring the complaint of ***************************** to our office for review. 
  
  The complaint states:
  ******************** states Ziply Fibers unprofessional contractors came into her backyard, left behind sloppily installed cables and dangling wires and damaged part of her fence. 
  ******************** states a Ziply Fiber salesman used inappropriate and high-pressure sales tactics to get her to switch providers.  
  Ms. ********* wants the wires and fence fixed and then no further contact from Ziply Fiber.  
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber dispatched a representative to perform a walkthrough at Ms. ********* location and determined the line running parallel to the fence is a ******* line and the fence was missing a panel.  
  Ziply Fiber completed the repair on the fence panels on 8/23/24. ******************** will want to contact ******* regarding their line directly. 
  Ziply Fiber has placed a request to remove ******************** from any sales and marketing campaigns including door-to-door sales. ******************** should allow 30 days for this request to take effect.
  
  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: 08/24/2024

   
  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.
  

• Initial Complaint

  Date:05/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was moving and called to cancel service the day of my move. I was told that they would have to wait till the following day to cancel the service, which I said was fine. Then the following month, I was billed for the entire month (that I did not use) instead of a prorated amount. The billing cycle had started 4 days prior to my cancelling service. When I called to inquire what had happened and why I was billed for an entire month that I only used 4 days of they stated that they bill different and dont do prorated amounts. I let them know I was very disappointed and thought that was a very shady business practice to charge for a service that was not provided. The customer service agent said there was nothing she could do.

  Business Response

  Date: 06/06/2024

  Thank you for referring the complaint of ******************* to our office for review. We appreciate Ms. **** bringing this matter to our attention. 
  
  According to the complaint:
  Ms. **** states she was moving and called to cancel the day of her move and was told the service would be cancelled the following day.
  Ms. **** states she was billed for the entire month instead of a prorated amount even though the billing cycle had just started 4 days prior to the cancellation. 
  Ms. **** states when she called Ziply Fiber she was advised they dont provide prorated credits and there was nothing that could be done. Ms. **** believes this is a shady business practice to charge for services not provided.  
  Ms. **** is disputing the April 2024 bill of $77.00 and wants an adjustment. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show Ms. **** requested her internet service disconnected on 4/17/24 which was after the 4/14/24 bill in the amount of $77.00 had already generated.
  Ziply Fibers internet services are billed one full month in advance. Termination of the **************** subscription is effective on the last day of the billing cycle and no partial month credits or refunds are provided for previously billed service subscriptions. 
  This policy is part of the terms of service and Ziply Fiber provides this information on the billing statements each month under the Service terms so that consumers are aware of the policy and can plan their disconnect date at the end of the bill period accordingly. 
  While this information was listed on the billing statement, Ziply Fiber has confirmed that Ms. **** was not provided this information at the time of disconnect. In this instance as a courtesy, Ziply Fiber will provide credit from 4/18/24 through 5/13/24 in the amount of $66.73, which will reflect on the 6/14/24 bill statement. Ms. **** will receive a refund via a prepaid Mastercard in 1-2 billing cycles. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Ms. **** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations