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:01/25/2024

  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.

  Set up ziply fiber as its new to ******. They gave ** no account number and or order number. They set up an appointment to come out to our house on January 24th ****. They said they would call 30 minutes before install, which was between 1pm-5pm. They didn't call, didn't show up. I called on the 24th around 5:34pm and i talked to a lady named ******. She said they tried to call and tried to come but no one was home. I was home and no tried to call I have call revords to prove it. She said someone will call me in 30 minutes again no one called. Called this morning. Spoke to a different women but oddly sounded like ******. Said someone will call 8am-11am. Again now one called me. I called again today the 25th and spoke to different name of the first two people, but somehow sounded a lot like ******. I told her I want to speak to a manager and she said her boss was on a call. I said I cam wait, and she refused to let me wait. Also everytime I call they can never find the acct or order # using my address, which is strange.

  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 he ordered Ziply Fibers ***************** set up an appointment for January 24, ****.  Further stating this appointment was missed.
  ****************** states he requested a manager, however they were on a call and the consultant refused to allow him to wait.
  ****************** states every time he called they were unable to locate his account.  ****************** wants the job finished.
  
  Ziply Fiber has reviewed these concerns and offers the following response:
  Ziply Fiber records show the technician was unable to make the appointment on January 24, ****.  This was then scheduled for January 26, **** and the installation was completed.
  Ziply Fiber notations state when ****************** requested a manager, they were in a meeting and a request for a manager call back was requested.
  Ziply Fiber has verified with ********************** that the installation did complete on January 26, **** by end of day.
  
  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: 02/05/2024

   
  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:01/21/2024

  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.

  They don't hold up their end of our contract. I've paid my monthly ***** **** phone and wifi onl work about 1/2 the time. This has been going on for months and months.

  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. 
  
  According to the complaint:
  ************ states shes paid her monthly bill but her phone and Wi-Fi internet only work half the time.
  ************ wants the service repaired and service credit. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show ************ reported phone and internet trouble on 1/23/24 and Ziply Fiber dispatched a technician on 1/29/24 resolving the internet issue. Another technician was dispatched on 2/2/24 regarding the phone service, the technician tested the inside wire at the network interface device and confirmed the phone service was working. 
  Account records show a new trouble report on 2/2/24 for frequent internet disconnects. Ziply Fiber advanced technical support has reached out to ************ and will follow up with her directly regarding the current trouble.
  Ziply Fiber provides service credit for outages over 24 hours. In this instance the issue is intermittent however Ziply Fiber has issued 10 days of service credit from 1/23/24 through 2/2/24 and will issue additional credit service credit if applicable once the current trouble ticket is completed. 
  
  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:01/17/2024

  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 signed up for internet services with this company. At that time, I explained to Ziply I run a business out of my home and that all of my work is remote. Services have been fine for the past year. Then on Friday, January 12th ****, my Ziply internet completely stopped working. This shut my entire business down that day, costing me approximately $******* in lost revenue that day. I tried contacting Ziply three times that day and finally on the third attempt I was able to speak with a representative. I then explained that are services were down, and she asked us to check some of the equipment. We complied and then the representative stated that the problem was with their equipment and that a service technician would need to come and repair the equipment to get our services up and running again. The representative then stated that the soonest they could get a technician out to my home was five days later, on Tuesday Jan 16th, ****. I then immediately explained that my husband and myself run a telehealth business out of our home and that I cannot afford to be put out of business for another four days. I explained this would cause us to lose about ******* per day. The representative basically told me she did not care, and that Tuesday was the soonest they would send someone to repair their equipment, at which time I asked to speak with a supervisor.Several hours later I received a call from Ziply. The person identified themselves as a supervisor in the technical support unit. I then explained my concerns and issue about Ziply refusing to send someone sooner to repair the equipment. The supervisor stated he understood and was escalating the repair ticket. The supervisor then stated he was sending an email directly to the repair technician in my local town, and that he would ensure the tech came out that evening or the next day. No one ever arrived. On the 16th,*************** arrived and indicated he never received an escalated request or any email from Ziply.

  Business Response

  Date: 02/01/2024

  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 signed up for internet service and explained she runs a business out of her home and the work is remote. 
  ******************** states on 1/12/24 her internet stopped working completely, she contacted Ziply Fiber and was advised a technician dispatch was needed and the soonest available commit date was five days later, on 1/16/24.
  ******************** advised it would cost her $1200 in lost revenue per day and the agent stated that was the soonest date available.
  ******************** states she requested a supervisor who advised they were escalating the trouble ticket to the technician for the area and that someone would be out that evening or the next day, however no one arrived until 1/16/24 and the technician states he did not receive an escalated request. 
  ******************** is seeking damages for misinformation provided by the supervisor and thousands of dollars in lost revenue.
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ******************** has a residential internet account, not a business service. 
  Account records show ******************** reported that she had no internet on 1/12/24 and a trouble ticket was issued with an original commit date of 1/16/24 which was the earliest date available.   
  Account records show ******************** requested a supervisor and notes indicate they would escalate the ticket to get an earlier schedule, however no date or time was indicated.  Ziply Fiber works to repair all service issues as quickly as possible, however commit times vary and are dependent on the current workload and manpower. Escalation requests go through dispatch and are not guaranteed, in this instance an earlier commit date was not available. A technician was dispatched on 1/16/24 and repaired the service. 
  Ziply Fiber strives to deliver the best possible internet connection however as per the residential terms of service available at ********************************************************************************* ,makes no warranty the service will be uninterrupted or error free. The terms of service also advise that Ziply Fiber will in no event will be liable for any direct, indirect, incidental, special or consequential damages arising out of the use or inability to use the Services. 
  Ziply Fibers liability for all categories of damages shall not exceed a pro rata credit for the monthly fees. ******************** pays $70.00 per month for internet so is due a prorated credit of 5 days in the amount of $11.67. This credit will reflect on the 2/16/24 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:01/15/2024

  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.

  Since Nov. 2023 Zilpy has been charging customers $5 a month for non paperless billing and $5 for not being enrolled in wireless payment. Ziply is making a profit off of customers that has nothing to do with the product that they offer. I have no desire to provide a company my bank account information ,so they are charging me $10 a month because I have two different billing statements.

  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. 
  
  According to the complaint:
  **************** states Ziply has been charging customers a $5.00 paper bill fee and a $5.00 fee for not being enrolled in wireless payments since November. 
  **************** states Ziply Fiber is making a profit off customers that has nothing to do with the product they offer. 
  **************** states she has no desire to provide her bank account information so is being charged $10.00.
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show Ms. ******* internet rate plan has required paperless billing and autopay since 2021. Consumers who opted out of these, including ****************, were billed a $3.00 paper statement fee and $3.00 payment processing fee. In March of 2022, the $3.00 paper statement fee shows removed from the account. **************** continued to be billed the $3.00 payment processing fee, which increased to $5.00 in March of 2023.
  Ziply Fiber did provide **************** a bill notification in October 2023 advising those internet consumers who were not already enrolled in paperless billing would be charged a $5.00 paper statement fee. An account audit showed **************** was not enrolled in paperless billing, so the $5.00 paper statement fee was added back to the account. 
  ********************** advises it costs to send paper billing statements, return envelopes, late notices, as well as the cost of staffing to process and monitor those payments and collections.  Ziply Fiber is removing this cost by having customers set up paperless billing and autopay. 
  Ziply Fiber advises that these fees are specific to internet subscribers with whom Ziply Fiber provides access to the internet and online services. Consumers are not required to set up autopay or paperless billing at this time, however if they choose not to, they have the fees to support the additional cost and extra work required to service the account.
  
  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:01/15/2024

  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.

  On Dec 26,23 I filed a complaint about Ziply Fiber phone company They did finally fix the problem we were having & gave me a whopping $20.00 credit for two months of iffy no use of phone service and a PHONE NUMBER for if this happens again whatever at least I had my phone service back working However on 1 1 24 am Our phone service for the whole **** Valley went down,some people lost both **************** but it was reported to Ziply that morning and was told the phones were down "Everywhere" they'd get to it okay,by Friday afternoon people were getting on a chat with ziply every single one got a response of "the outage was fixed it's your phone,we'll set up a ticket,for any date in the future,the earliest being Jan 17. By Fri p.m. I chatted with them,they told me multiple times "it was my phone,the outage had been fixed" I explained people could die in their homes,because they can't reach out for help because Ziply was down again,and by then it was in the -50's, I repeatedly told him there were FEW internet phones & NO cell service in the valley His fix was "I've made a ticket for a tech to come to your house on the 19th,I must advise you that you can be charged is this acceptable?" WTH? No it's not Fix the problem,it's their equipment,not just my phone.They don't listen they don't fix,they just string you along. Another person chatted with them on Sat p.m. & was told there was a cut line,and they were sending a crew out. This is Mon 15th ,one truck has been seen,but still no phones.This company really doesn't care about their customers or the terrible service they provide I know that there are many angry people in this valley right now,many needing their phone where is Ziply?? By the way,they COULD post an update on the **** *************** ..but that would take EFFORT,something that is missing in that company.I guess I should be happy,I've had my phone WORKING what 42 days out of 3 ********** paid $160.00 haven't paid this month as I call to do so

  Customer Answer

  Date: 01/22/2024

  After 8 days our phone service was restored to the valley,on Friday,Jan.19,2024. While several customers were offered to comp their whole phone service for the month (or next months bill)  I was "offered" a $12.99 comp on my next months bill for downed service.I wasn't even really asked if this was acceptable to me,just that it was already taken off next months bill. I emailed back and asked why some were getting their whole month comped & I get $12.99?? No it's not acceptable

     I would call this "nice" lady,***** (and she is nice),but I won't accept $12.99, on top of the $20.00 for their  phone equipment issues when we have had THREE months of phone issues,I just can't. However I can't call because our phones are OUT yet AGAIN. This is ridiculous,dangerous,crazy.....they know the ************ we have is them for service or setting out major money for  Starlink or a satellite phone .

    As I write this ,our phone service is restored,again.....I seriously hope it stays on for a while this time.I'm happy it's on,but I am not happy with Ziply's way of communicating with their customers or the way they offer each customer something different so some people are happy & others feel like they've been ripped off.......
  

  Business Response

  Date: 01/23/2024

  Thank you for referring the complaint of ******************* to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The complaints states:
  ************** states she filed a complaint on December 26, 2023 the issue was fixed and she received a $20.00 credit for two months of iffy phone service.
  ************** states on January 1, **** the whole **** Valley went down, some lost phone and some lost phone and internet.  Further stating a trouble ticket earliest commit date was January 17, ****.
  ************** states she was advised a trouble ticket was created with a commit date of January 19, **** and was advised she could be charged.
  ************** states she has had her phone working 42 days out of the last 3 months and paid $160.00, which she has not paid this month.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  
  Ziply Fiber previously advised the trouble was resolved on December 27, *********************************************************** the terminal and repaired this.  Prior to the December trouble was in February which the trouble ticket was completed.  Ziply Fiber did provide time out of service credit which reflected on the January 25, **** bill statement.
  Ziply Fiber advises this was part of a larger area outage.  Depending on when consumers reported trouble, the area outage *** not have been identified. It was determined that stray voltage from the power lines burned our equipment in multiple locations causing the outage.  Ziply Fiber works to repair any service issue as quickly as possible, however, in this instance, there were delays in isolating the trouble with the power lines and transporting specialty equipment to the location as well as time to isolate and replace all the damaged repeaters on the four spans serving this area.  The remote location and extreme weather conditions also caused delays. The service was restored on Friday January 19, ****.  Additionally, the service did go down for a couple hours on Monday January 22, ****, cards were replaced, and it was restored.
  Ziply Fiber records show ************** did report trouble on January 12, ****, a trouble ticket was created and then shows cancelled at customer's request.  ********************** advises when trouble tickets are created a disclaimer is provided advising if the trouble in not on our lines or with our equipment there could possibly be charges.
  Ziply Fiber advises even though ************** trouble ticket was cancelled, a time out of service credit was provided for the duration of the outage from January 12, **** January 19, **** in the amount of $12.36 plus tax ($52.99/30 days x 7 days outage = $12.36) and I have also issued a $25.00 courtesy adjustment for the delay in repairing the service.  This will reflect on Ms. ****** January 25, **** bill statement.
  Ziply Fiber has advised ************** of the credit and to report trouble as it is occurring, this allows us the opportunity to complete any repairs.
  
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. **********;has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber 

  Customer Answer

  Date: 01/23/2024

  I didn't say the phones went down on ***,it was *** 11,2024 & that is why I waited to call,knowing the whole valleys phones were down & ziply already knew.However when,neighbors were told that it was already fixed ,and I & everybody else knew it wasn't,I figured I would then contact them.Contacting ziply's chat service is a joke.They can't figure anything out,the customer has to repeat themselves MULTIPLE times RE: I don't have a cell phone or cell service or No,my phone isn't working,and it's not just my phone it's everybody's phone,it is an exercise in frustration every time you contact them (and I know of many others thru this phone outage that feel the same way,I've talked to them,nobody feels like they were heard) If ziply would've told the ***** to anybody that contacted them,word would have spread thru the valley  & maybe people wouldn't be upset.Instead they told multiple people that there was nothing wrong with the phone line,it was there personal line & they'd get a "service call", ....and yes I canceled it because I knew it was not just my phone & there were multiple people that already had service calls pending (which I'll add ziply never showed up to those service all while people waited)

    And no have not paid my bill this month,the main reason is I DIDN'T have a phone to pay my bill.Also I went most of Nov & Dec  without or "sketchy" phone service & I know I contacted their chat service at least three times each month,yet they "couldn't find" those chats(???) I know I contacted them,three times,I was there,I was one told "there was nothing wrong with my phone" ************ is an exercise in frustration management,and they push you to your limit,and then wonder what they did? Why we're upset,angry with their service?

    This upset & anger continues as some people were told & expect their next months **** will be comped completely ,others get $12.99 & then "oh,I'll give you $25.00 to shut up & go away".  If one person's phone bill is comped everybody's should be comped exactly the same,whether it's $12.00 or $50 or completely that's the honest thing to do.Or you know what how about just having your chat service tell ALL the people that call in from this main line,"we have a problem,we're working on it & we'll update you all as soon as we know?" Then instead of telling every single person something else & promising every body something different,people would understand.

    But no I will not be happy until every single person on this line that went thru this outage is treated & given the EXACT same thing or amount . I'm sorry that's fair & some of us lost business,cause hardships & this outage should have been handled WAY different........I'm pretty sure NOBODY in this valley that has endured this & dealt with ziply thru *************** good about the outcome  or happy with the way it was or is being handled.

    I am not a dead beat,I pay my bills,but I know when my phone works & I know when it doesn't,and I also know when I am chatting with somebody,it is not my fault if they can't find them. Why would I go for almost TWO months with my phone doing a 1/2 ring at the 15 minute **** every hour on the hour 24 hours a day and NOT GET A HOLD of the phone company REALLY?? They could ask any of my neighbors or people that tried to call my house & couldn't get thru.

    Ziply  Fiber is a joke,I will stay with them because I have to,I don't want to & will figure out a way to get away from them as soon as possible & I know many,many others that feel the same way
  

• Initial Complaint

  Date:01/11/2024

  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.

  I started getting solicitation from ziply over a year ago saying it was coming to my area soon. About 4-5 months ago their website went live saying congratulations were live in your area. I initiated an order and was given an install date a week or so later. I was then contacted saying they needed to come pre run some cable from the box at the street to my house which they came and did; digging up my grass to do so. The *** of my installation I was contacted my local office saying it was far from ready and my order would be cancelled! I was livid. I told them to come remove their garbage cable then which as of today theyve never done. Meanwhile *** submitted orders about 4-5 more times since the site said its still available and each time no tech ever showed up and the order was suspended . This is illegal false advertising and theyre site should be made to shut down my area until its ready.

  Business Response

  Date: 01/22/2024

  
  June 13, 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 Ziply Fiber advertised that fiber service was available in his area but keeps suspending his order to install.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advised that fiber service is available in this area. **************** order to install is pending but delayed until the required permits have been approved and sent to construction.
  **************** will be contacted to confirm the installation date after the permits have been received.
  
  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: 01/22/2024

   
  Complaint: 21129113
  
  I am rejecting this response because: saying its available when clearly you just stated its not yet is a contradiction 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/30/2024

  Thank you for referring the additional concerns of *********************** to our office for review. We appreciate him bringing these additional concerns to our attention.
  The additional concerns state:
  **************** states the following: saying its available when clearly you just stated its not yet is a contradiction. 
  Ziply Fiber has investigated the additional concerns and offers the following response:
  Ziply Fiber advises that our Fiber service is available to the area in which **************** lives. This should not be confused with fiber being available to each home.
  Ziply Fiber advises that if a homeowner in the area wishes to have fiber service installed into their home, and order to do so much be placed. Once the order is placed a construction project is requested to complete the final installation process into the home.
  Ziply Fiber advises that once the pending permits have been received the construction project may begin.
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that **************** has experienced as a result of the above matter.
  Sincerely,
  Ziply Fiber Executive Customer Relation

  Customer Answer

  Date: 02/06/2024

  All they do is say the same thing over and over

• Initial Complaint

  Date:01/10/2024

  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 have made appointments with Ziply Fiber to come out to fix the phone. Recently we have set up two appointments. No calls. No show.The hum in the phone line has not been fixed. It is not possible to use the phone.We are not the only ones in the neighborhood with this problem. Ziply has proven to be irresponsible and inadequate. They do not care plus they are raising rates.

  Business Response

  Date: 01/30/2024

  
  January 30, 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 her phone is unusable due to the hum on the line.
  ************** states that Ziply Fiber has missed appointments to come and fix the hum on her phone line.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that a construction request has been submitted to replace the any damaged cable in this area. In the interim, any reports of issues will be addresses accordingly.
  Ziply Fiber advised that inclement weather in Ms. ****** area has caused repair delays. A credit was applied to Ms. ****** account for the missed commitment on 1/8/24.
  
  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 

• Initial Complaint

  Date:01/05/2024

  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.

  I have a problem with 2 fees that Ziply Fiber added to my bill starting in December 2023. They did not notify me about the change ahead of time. I don't have a problem with their service or the rest of the bill. The new fees are paper stmt conv fee $5.00 and payment processing fee $5.00. I don't think it is right to charge customers for their bills or to take their payments. I have called Ziply Fiber about it twice. They say the only way to remove the fees is to only get my bill by email and to give them direct access to withdraw any amount they want from my checking account. I have heard of companies that charge customers for paper bills but never of being charged to pay the bill. I don't think it is right for any company to pressure customers to give them direct access to their checking account. This is especially problematic for companies like Ziply Fiber whose bills vary because of taxes and fees each month. Processing customer payments should just be part of doing business, not something you charge customers a fee to do.

  Business Response

  Date: 01/10/2024

  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 started billing her (2) fees in December 2023.  Payment Processing fee $5.00 and Paper Statement fee $5.00.
  ************************** states she was advised the only way to remove these fees is to set up Auto Pay through Ziply Fiber and have Paperless bill statements.
  ************************** does not agree with these charges.
  
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber advises on the November ************************************************************************************************************************************************** advance.
  Ziply Fiber has reviewed these concerns and advises that Ziply Fiber Internet rate plans require autopay and paperless billing.  Consumers who opt out of autopay are subject to a monthly $5.00 payment processing fee and consumers who opt out of paperless billing are subject to a monthly $5.00 paper statement fee.  The payment processing fee is based on whether a consumer is enrolled in autopay through the Ziply Fiber online portal.   The paper statement fee is applicable when a paper statement is mailed out on the monthly bill schedule. These fees are valid and part of our terms of service.  
  Ziply Fiber advises It costs Ziply to send late notices, as well as cost of staffing to monitor those payments.  We are removing this cost by allowing customers to setup Autopay. This allows us to keep the price of service lower for most of our customers. Those that chose not to use autopay have the fee to support the extra work required to service the account.  Also, by receiving your statements via email this provides access to statements right at your fingertips anytime, anywhere in MyAccount.  These options are also more secure with no lost/stolen mail with sensitive and payment information.
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. **************;has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber 

• Initial Complaint

  Date:01/03/2024

  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.

  Ziply Fiber has eliminated customer statements entirely which results in distrust and no transparency with billing anymore. Ziply Fiber is also forcing all customers to sign up for mandatory auto-pay or penalize ** with illogical fees until we comply with their faulty auto-pay system that doesn't function accurately. Zero explanation as to any of this, they are a corporation that should provide things like customer statements and allow us to make an ACH payment without penalizing us for paying on time.

  Business Response

  Date: 01/12/2024

  January 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 has eliminated customer statements entirely resulting in distrust and no billing transparency.
  ********************** states that Ziply Fiber is forcing customers to enroll in automatic payments or be charges a fee for opting out.
  ********************** states that Ziply Fiber should provide customer statements and allow payment without penalty.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advised ********************** has the option to receive a paper bill for $5 each month and both paper and electronic statements provide full disclosure for the consumer.
  Ziply Fiber advises that ********************** has the choice to make manual payments each month or enroll in automatic payments. The fee to opt out of auto pay is $5 per month.
  Ziply Fiber advises there is a cost to send late notices, as well as cost of staffing to monitor payments. Additionally, there is a cost associated with printing and mailing monthly statements.  
  
  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: 01/12/2024

   
  Complaint: 21092007
  
  I am rejecting this response because:

  Ziply Fiber should be providing customers with their own account statements without forcing us to **** them down. Not everyone has or can afford/access a computer or printer. And penalizing us financially per month is beyond ridiculous. Ziply has eliminated customer's statements because now we don't receive them.

  Customers should also not be financially penalized by Ziply for making manual on-time payments. It is not logical nor convenient. Ziply's auto-pay system is faulty; they draft incorrect amounts, on wrong dates, and sometimes double draft our accounts. Which then result in "late fees" when Ziply is controlling the  payment at that point. We work over 50 hours a week and don't have time to call and fix Ziply's constant clerical errors. It doesn't make sense at all.

  Charging us per month for worse and decreased services (which make everything harder for us overall) is terrible business practice and should stop. 

  Stop these unnecessary charges and fees that penalize us for being good customers. I'm not sure you can charge us a fee for NOT being on auto-pay. It's the same as if I charged you for "shipping" on an letter envelope that already has a stamp. This is becoming unaffordable and don't know if we can hang on much longer.

   

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

• Initial Complaint

  Date:01/02/2024

  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 made three payments in the month of October I canceled at the end of the month/ within the first two days of November. I informed them that my phone line never worked not even a dial tone so the guy said he would give me my money back for the phone 75$ credit. It never came, it started out as oh 5-7 business days. Well its been 4months now of trying to get my money. They change the story every time. I have proof that they have gotten their payments now they are saying I have a check return fee, It shows paid on my bank statement.

  Business Response

  Date: 01/11/2024

  Thank you for referring the complaint of ******************************* to our office for review. We appreciate ******************** bringing this matter to our attention.
  
  The complaints states:
  ******************** states she made three payments in the month of October 2023
  ******************** states she cancelled at the end of October/first couple days of November.
  ******************** states she advised Ziply Fiber that her phone line never worked for dial tone, further stating she was advised she would receive a $75 credit and has not received it.
  ******************** states she her bank statements for proof she made the payments and now being charged check return fees and Ziply Fiber advised her the payments have not been received.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber advises payments were posted to Ms. ********* account on 09/27/13, 10/04/23 and 10/18/23.  Ziply Fiber received notification from the bank that they were unable to process the payments that were posted on 09/27/23 and 10/04/23.  Therefore,these payments were then debited back to the account on 11/27/23 with NSF charges of $15 each.
  Ziply Fiber records show the account was disconnected in Ms. ********* name on 11/06/23.
  Ziply Fiber records show ******************** was provided a credit of $58.01 (2 months of phone charges) on the 10/25/23 bill statement, however no trouble was previously reported, and no trouble tickets created which would allow Ziply Fiber the opportunity to make any needed repairs.
  Ziply Fiber has made multiple attempts to reach ******************** and has not heard back at this time.  In order for Ziply Fiber to initiate a payment investigation proof of payment (deduction from her bank account) would be needed.
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. *************;has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber