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:02/15/2024

  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.

  No phone service for 3 weeks. Tech stated that the problem was down the line from my house in defective or damaged equipment that he has reported to the office several times but no action has been taken.

  Business Response

  Date: 02/22/2024

  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 has had no phone service for 3 weeks and was advised this is due to damage down the line from her home.
  **************** states she has reported the issue several times, but no action has been taken.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber has verified extensive damage has occurred to our lines, per the notation permits were needed and coordination with our engineering department in order to repair the underground damage.  Ziply Fiber is working diligently to resolve the issue and estimates having this completed by 03/15/24, possibly sooner.
  Ziply Fiber has reached out to **************** leaving a voicemail with a contact number and an email has been sent.  Once the repairs have been completed **************** will be provided with time out of service credit.
  
  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: 02/22/2024

   
  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:02/13/2024

  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.

  When Ziply Fiber wanted me to agree to have fiber service I asked (repeatedly) how much it would cost. I was told it would be $20 per month. I asked if the price would increase after an introductory period and was told "no" by the salesperson. I even went as far as to call the office and ask them. They agreed it would be $20 indefinitely. It was $20 starting in April 2023 until December 2023 when it became $30.60. I've been dealing with major surgery so didn't get around to calling until about a week ago. I was told if I had paperless billing it would revert to $20. I tried to sign up for paperless billing on the website but was unsuccessful. Then I called back yesterday and another person said it would not revert to $20 and soon it would increase to $40. That is a total bait and switch. I don't have any documentation, but it's theft nonetheless. I just want to pay the $20 I was promised. They must have done this to many others.

  Customer Answer

  Date: 02/16/2024

  I have been provided a copy of an email where they quoted the increased price after an introductory period.  But I still think it's fraud to have their employees confirm with me time and time again that the price was $20 and would remain at that price indefinitely.  They are supporting lying by their employees to sell their product.  It's wrong and they shouldn't be allowed to do that.

  Business Response

  Date: 02/20/2024

  February 16, 2024
  
  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 she was promised a $20 price for the life of the account.
  
  ********************** has investigated the above statements and offers the following response: 
  Ziply Fiber advises there is no record that a $20 price was promised indefinitely.  Additionally, the monthly billing statement showed that **************** had a promotional discount through 1/29/24 only.
  
  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: 02/20/2024

  I agree that there is no proof of what was said.  I'm sure Ziply counts on that.  I agree with them that there is nothing further I can do. But I'm glad I pursued this complaint and exposed their bait and switch tactics.  Perhaps if there are enough complaints like this, a class action case might someday be filed.  Thank you.

  Customer Answer

  Date: 02/27/2024

  I don't know why you say I haven't responded.  I have.  Please check your files.  It's fine to close the complaint because I can't prove they lied.  But I don't want it recorded that I didn't respond.  Please check your files and confirm my reply.

• Initial Complaint

  Date:02/03/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my service with Ziply on 1/2/24, the speed of internet was too slow for what I was paying for. I called customer service on that day and they provided me a cancellation number and clearly stated that that was the end of it. Clearly not, I receive an email on 1/26/23 from Ziply saying I had a bill due on 2/20/24. I call customer service and ask why Im still being charged when I clearly cancelled on 1/2/24. **************** claims its an error in the system and the billing cycle renewed again. Im flabbergasted that they would allow this to happen and I read on forums about how this has happened to a lot of customers. Some have had their bills sent to collections because of this issue. My real concern is that customer service told me dont worry and that I would get an email saying I owed nothing and to call if nothing changed by 2/24/24. I have received no such email and I dont plan on waiting till 2/24/24 to get this resolved.

  Business Response

  Date: 02/06/2024

  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 cancelled his Ziply Fiber internet account on 01/02/24 and received an email on 01/26/24 stating he had a new bill due on 02/20/24.
  ************** was advised he should receive an email advising he owes nothing and to call if nothing changes by 02/24/24.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber has reviewed the records which do show ************** did call in on 01/02/24 and the account was disconnected on 01/23/24 the last day of the billing cycle.  However, due to a system error the order did not post until 01/26/24 which caused another month of billing in error, with a due date of 02/20/24.
  Ziply Fiber has credited the new charges and Mr. ****** online account has been updated to reflect the zero balance.
  
  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: 02/06/2024

   
  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:02/01/2024

  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.

  Super aggressive door to door salesman that continue to ring door **** and try to pressure sales despite being told multiple times that we are not interested in service.

  Business Response

  Date: 02/07/2024

  
  February 7, 2024
  
  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 Ziply Fibers door to door sales agent is too aggressive and despite being told theyre not interested in our service, he continues to come to their home.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises feedback has been provided to the agent and Mr. ******* address has been added to our do not solicit list.
  
  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:02/01/2024

  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 have had a really terrible experience with your company more specifically your employees. When I signed up with you guys, I gave them, my correct email address and my phone number and they said its verified and everything like that. I have had trouble logging into your guys app to get everything set up and I called again and asked for help and they said it would take a few days to make it work but it didnt and I called again and they told me the same thing and unfortunately I work alot of crazy non normal hours so every time I want to you guys are closed. I havent received a bill from you guys and I was trying to get into my account and I saw a lot of wrong things like my email was wrong and my phone was wrong and everything like that. I was wondering why I didnt receive any emails or letters from you guys to pay my bill and I would have really noticed sooner but I had a death in the family so my mind has been elsewhere and my wallet just got stolen and my debt card was compromised and today I noticed my Internet got turned off and I called the number and told the lady about this and my experience and she flat out called me a a liar and that what she made me feel. I asked to speak a manager and I didnt get the opportunity to do that either. So I owe $300 plus the reconnect fee due to all of this. Im so super upset.

  Business Response

  Date: 02/09/2024

  
  
  February 9, 2024
  
  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 that Ziply Fiber had the wrong email address for him, so he never received his monthly statements.
  ****************** stated his internet stopped working and when he called in for help, his experience with the agent was very poor.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that the email on ****************** was incorrect. For this reason, all late fees have been removed from the balance owing.
  Ziply Fiber advises that coaching feedback with be provided to the agent as needed. Additionally, ****************** is working directly with an agent to help get his data service working again.
  
  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:01/31/2024

  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 called and cancelled my Ziply service in mid July 2023 and service was set to be turned off on 8/5. I had my new service installed and all seemed well. Then I find out the Ziply customer service rep never cancelled my service and I was sent a bill 3 months later for $300...for a service I cancelled and wasnt using. At that time, I called Ziply and they assured me management would look into it, review call logs, and call me back with an explanation on how to proceed. I never received a call, and they sent the balance to collections without any response or explanation. I'm not a difficult customer. I sign up for a service and I pay my bill. This company is stealing and their customer service is an absolute joke. Zero regrets in cancelling my Ziply service, as they are a terrible company, I just wish I would have cancelled sooner and asked for a cancellation number.

  Business Response

  Date: 02/08/2024

  Thank you for referring the complaint of ********************* to our office for review.  We appreciate ********************* bringing this matter to our attention. 
  
  The complaint states:
  **************** states he cancelled the services mid-July 2023, requesting the service to be turned off 08/05/23 and had his new service installed.
  **************** states he was sent a bill 3 months later for $300 for service he was not using and was assured a manager would look review call logs and contact him back, further stating he did not receive a call back.
  
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber has reviewed the records which do not show contact made in July requesting to disconnect the account.  This information per notation was relayed to **************** on 10/30/23 when he called in. 
  Ziply Fiber records show a reminder notice was mailed to the service address on 10/09/23 advising of the past due balance with a due date of 10/24/23.  On 10/25/23 the account was suspended for non- payment and then permanently disconnected on 11/27/23.  Therefore, the charges would be 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

  Customer Answer

  Date: 02/10/2024

   
  Complaint: 21226502
  
  I am rejecting this response because:

  I called Ziply and cancelled my service in July. The customer service rep told me the service would be disconnected at the end of the billing cycle (Aug. 5th, 2023). This is an error on Ziply for not cancelling the service like they said they would. This is also the only way to cancel the service, otherwise I would have happily done it online instead of over the phone. I called back in October after receiving a late notice bill for a service I cancelled. At that time, I was told that management would review the call logs from July to figure out why the service was not cancelled. The rep assured me that no further action would be taken until management reviewed the issue and would call me back on how to proceed. I did not hear back from Ziply after that call. Period. They sent the erroneous charges to collections, which was exactly what I was told they wouldn't do. All I'm asking is for Ziply to negate the $300 in erroneous charges for a service I cancelled and did not use. It's a simple ethical decision. As a small business owner myself, I would be more than happy to correct a billing mistake if I made one to my customers. I will contact my phone service provider to find the phone records for July 2023 to prove that I made that call. In October, the Ziply rep told me all calls are recorded, so I know they have a record of this cancellation but are refusing to take responsibility for a measly $300 billing mistake on their part. If I wouldn't have removed my payment method from the cancelled Ziply account, then they would still be charging me to this day. I feel like Ziply is stealing. If someone calls and cancels because their competitors offer a better price/service, then they just pretend to cancel your service to get another 3 months + of money from you before you leave. Terrible business ethics and customer service from **********************. 

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

  Business Response

  Date: 03/05/2024

  Thank you for referring the additional concerns of ********************* to our office for review.  We appreciate ********************* bringing this matter to our attention. 
  
  The rebuttal states:
  **************** states he called in July 2023 requesting the internet service to be turned off at the end of the bill cycle (08/05/23). 
  ******************** states when he received a late notice in October.
  **************** states he was advised the call logs would be reviewed from July, as he states he was advised calls are recorded therefore would like the billing corrected.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  As previously advised Ziply Fiber has reviewed the records which do not show contact made in July requesting to disconnect the account.  This information per notion was relayed to **************** on 10/30/23 when he called in.  Records do show the end of the bill cycle would have been 08/06/23.
  As previously advised Ziply Fiber records show a reminder notice was mailed to the service address on 10/09/23 advising of the past due balance with a due date of 10/24/23.  On 10/25/23 the account was suspended for non- payment and then permanently disconnected on 11/27/23. 
   Ziply Fiber advises not all calls are recorded, when they are recorded it is for training purposes.  In reviewing the account ********************** was unable to locate any call recording from July 2023 therefore as previously advised 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

• Initial Complaint

  Date:01/30/2024

  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 was charged for a service I did not receive and they have not sent a refund for over 2 months. I have called several times and they give me the run around. They keep saying it will come in 10 days hoping I will forget. I am older and this is a scam.

  Business Response

  Date: 02/05/2024

  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 was charged for a service she did not receive further stating its been over 2 months and she has not received her refund.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber has reviewed the records which shows ******************** installed service on 09/16/23 and the service was disconnected on 11/16/23.  No payments were received on the account, and the billed charges were over credited.  The over credited amount was processed as a refund on 12/20/23 with an estimated delivery date of ***** business days and mailed to the service address in this instance.
  
  
  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: 02/07/2024

  I moved. my new address is *********************************************B
  *********, ** 97008. 
  
  I notified Ziply and they said it would be longer and they would resend. 
  I do not trust them. It has been an additional 10 days and I STILL have not received a refund.
  
  Thank you, 
  
  *****************************
  

  
  

   

  Business Response

  Date: 02/23/2024

  Thank you for referring additional concerns of ***************************** to our office for review.  We appreciate ******************* bringing this matter to our attention.
  
  The rebuttal states:
  ******************** states she moved to a new address, and notified Ziply Fiber.  Further stating she was advised it would take additional time to receive the refund.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber has reviewed the records the refund request was submitted to NorthLane at the end of December 2023, at the time the refund was sent for processing the mailing address was the same as the service address.  ******************** will need to contact NorthLane directly at ************ regarding the refund to have it redirected to her new address or receive it as an alternate 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

• Initial Complaint

  Date:01/29/2024

  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.

  My payment was supposed to be $66.91 and when I submitted it through my Firstech bill pay on 1-5-2024 it ended up being $6691.00 that got paid. Ziply fiber when contacted ended up denying the refund and I am now stuck in a fraud investigation.

  Business Response

  Date: 02/12/2024

  Thank you for referring the complaint of ************************************* to our office for review.  We appreciate ************************** bringing this matter to our attention.
  
  The complaint states:
  **************************  states her payment was to be $66.91 but when submitted on 01/05/24 it ended up being $6691.00 in which she is trying to get the over payment refunded back to her.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber has been in contact with ***************************  Ziply Fiber attempted to refund the overpayment electronically through our vendor however the first attempt failed.  Another attempt was made and was successful, ************************** verified the over payment refund was received today 02/12/24. 
  
  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:01/26/2024

  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.

  I tried to pay my internet monthly payment of $80 to Ziply Fiber with my Chime Debit card on 1/7/2024. The payment failed so I attempted to pay 4 more times resulting in 5 attempts to pay my bill. All 5 payments were labeled under Ziply as "failed". The big issue is the next day all 5 transactions go through, but Ziply claims they never received the funds and the transactions are still in their system as failed. I need my money back or they need to at least credit the account in the amount taken from my account. I will be sending my bank statement with all 5 transactions and my Ziply statement with the 5 failed payments that were never credited.

  Business Response

  Date: 02/12/2024

  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 tried to pay his internet monthly payment of $80.00 to Ziply Fiber with his Chime Debit card on 1/7/24 but the payment failed so he made four more attempts.  
  ************ states even though the payments showed failed, five transactions went through his bank, but Ziply Fiber states they never received the funds, and the transactions are still showing failed.   
  ************ wants his account credited or money refunded. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show five payment attempts in the amount of $80.00 each were made on 1/7/24 and each payment shows failed, stating authorization of your credit card transaction could not be performed.  
  Ziply Fiber advises they did not receive the funds for these payments, so they were not credited to the account.
  ********************** initiated a payment investigation and did receive the Chime statement showing the five $80.00 payments. However, Ziply Fiber advises that Chime is not a bank, it is a banking application that uses **************** to process its transactions.  
  Ziply Fiber has put in a request to this bank to investigate the location of these funds, as Ziply Fiber has not received them. In the Interim, Ziply Fiber has provided an upfront courtesy credit for the five payments of $80.00 on 1/30/24. However, if after the investigation, the funds are not remitted by the banking institution, these may be rebilled. Ziply Fiber recommends ************ also contact Chime regarding this issue to ensure the funds get transferred correctly since they were removed from his Chime statement balance. The 2/1/24 statement reflects this upfront credit which covered the past due and all but $1.66 of the current charges. 
  
  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:01/26/2024

  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 terminated my service with Ziply Fiber (previously Frontier) after being with them for over 25 years. When I called to cancel, they offered me a free months service and they later called me and made that same offer. So when I quit my service with them in NOV, I didn't pay my last months bill. Now I am in collection with them for $60 some dollars and they are threatening my credit rating. Their internet service has always been very slow with interruptions every single day and they always charged top dollar since they had a monopoly on hard line phone service in my area. I want and deserve that promised month's free of service.

  Business Response

  Date: 01/26/2024

  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 was offered a month of free service and then later called and made the same offer in lieu of cancelling his service.
  ********************** states he disconnected his Ziply Fiber service in November 2023 and did not pay the prior months bill, and now receiving collections notices for $60 with a threat of it affecting his credit rating.
  ********************** states the internet service was slow with daily interruptions.
  
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber records show ********************** ported out his service on 11/16/23, there are no notations of any offers of free service on the account. 
  ********************** records show ********************** owes $64.52 for phone service from 11/01/23-11/16/23 and internet service through 11/30/23 end of cycle billing which is outlined in our terms of service.  Records do show ********************** was advised of these on 11/08/23.  These charges are valid owed to Ziply Fiber.
  Ziply Fiber records show the last reported trouble was on 09/27/22.  Ziply Fiber recommends reporting trouble as it occurs this allows us the opportunity to complete any necessary repairs.
  
  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: 01/26/2024

  Notations or not, please state for the record that you DID NOT make me an offer for a free month's service on two occasions when speaking to me on the phone. I believe you also told me at the time that the conversation was recorded. I also recorded the conversations.