Complaints

This profile includes complaints for Ziply Fiber's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Ziply Fiber has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/31/2023

  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.

  I have had other billing problems with Ziply, like so many others, but they were resolved after they cut our phone service for a day for their error. Here we go again.I sent our payment in by mail, using the payment slip provided, in plenty of time to arrive by their 1/7/24 deadline.It came back 12/29/23, marked undeliverable to that address. It was on the slip in the window.I tried to call the number on the statement during their stated business hours. They were closed.I tried again 12/30/23. same number, within the same hours. They were closed.I tried contacting them from their website. They were unavailable.They will most likely be closed Monday for New Year's. Tuesday is my busy day. I'll try. I emailed them from the address I had from their last fiasco.I contacted you so maybe you can contact them before they try to shut off our service again.We are already out $.63 wasted postage for their errors. One option is to pay by phone for $3.50, but this is their error. Another is online, which isn't good.

  Customer Answer

  Date: 01/05/2024

  It took them awhile, but they finally did their jobs. It really helped that you sent the complaint to them. That's why I finally got a call. I guess we can close the case. Thank you for all of your help

• Initial Complaint

  Date:12/31/2023

  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 have repeatedly asked to be removed from their mailing lists through multiple communication methods including email, phone calls, and even messenger, yet they continue sending me ads in my mail. The email address ********************************** comes back as an invalid address. At this point, if Ziply keeps sending me junk mail, I will be forced to *** them in court for harassment and multiple FTC regulation violations.

  Business Response

  Date: 01/15/2024

  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 has repeatedly asked to be removed from Ziply Fibers mailing list and the email provided comes back as invalid. ******************** state he continues to receive ads in the mail from Ziply Fiber and wants them stopped.  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  In response to the complaint, Ziply Fiber has placed a new request to remove Mr. ********* contact information from their marketing list and confirmed it was completed.  ******************** should allow up to ************************************************************************************* progress.
  
  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:12/31/2023

  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.

  What the business committed to provide you. I am a ********** Services Case Manager writing on behalf of a client. This individual lives in a large apartment complex that has had issues with internet service. All the other apartments have been repaired. When my client phones, they are either put off with excuses about not being able to come out right away or met with rudeness, or both. My client is paying for the service and it is not being provided. He also has had to find internet hot spots, resulting a high cell phone bill. The last Ziply Rep he spoke with said they didn't care that there were special needs, they couldn't do anything more about it. This is totally unacceptable. Please feel free to email me at *********************** for details about location, client, etc. Thank you.

  Customer Answer

  Date: 01/02/2024

  Good morning,

   

  Thank you for your response to the complaint on behalf of my client.   I wanted to provide the Ziply service address, so the company knows who reported this complaint. 

   

  Service address is:  ********************************************************************************; 97003.

   

  *****

  *************************

  Business Response

  Date: 01/04/2024

  Thank you for referring the Customers concerns to our office for review.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  ****************** states her client is in a large apartment complex and has had internet issues that have not been resolved.
  ****************** states her client is paying for services that she is not receiving.
  ****************** states her client was put off with excuses about not being able to come out right away or met with rudeness.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber advises ****************** is not authorized on the account, however the client was contacted and verified the services have been restored and working properly.
  Ziply Fiber advises credits are provided for time out of service and were discussed with the client.
  Ziply Fiber advises the contact will be reviewed for training purposes.
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ****************** client has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber 

• Initial Complaint

  Date:12/28/2023

  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 pay Ziply Fiber for my internet and home phone. Recently they have added a $5.00 monthly charge in order for me to continue receiving paper statements and a $5.00 monthly charge in order for me to pay my bill by check. I am 91 years old and do not use the internet for anything but my television services. My daughter is filing this claim for me as I feel it is discriminatory against the elderly to force them to do things on a computer when many of us don't own one. I have contacted Ziply Fiber about this issue and they are unwilling to waive these fees for me. I have contacted AARP Advocates and they are looking into this as well. I would like Ziply Fiber to waive these fees for me and anyone else over the age of 65 who chooses to receive paper bills and pay by check. If you need a copy of my bill, my daughter has permission to send it to you and to talk to you on my behalf to get this issue resolved.

  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. 
  
  According to the complaint:
  ****************** states Ziply Fiber recently added a $5.00 monthly charge to continue receiving paper statements and a $5.00 charge to pay his bill by check. 
  ****************** states he is 91 years old and does not use the internet for anything other than television. 
  ****************** feels it is discriminatory against the elderly to force them to do things on a computer when many dont even own one. ****************** states he has contacted Ziply Fiber, but they are not willing to waive the fees. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber strives to be environmentally friendly and provide modern ways to serve customers.  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 and those not already enrolled in autopay would be charged a $5.00 payment processing fee. These are valid fees. 
  Ziply Fiber advises that this fee is specific to internet subscribers with whom Ziply Fiber provides access to the internet and online services. The online portal can be accessed from any device that connects to the internet or through the Ziply Fiber mobile ************************************ care agents can assist customers with viewing online services and establishing autopay.  Ziply Fiber also provides detailed walkthroughs and videos for many online billing functions at ********************************************* . Consumers are not required to set up autopay or paperless billing at this time, however if they choose not to, the fees will apply.
  
  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: 01/11/2024

   
  Complaint: 21067244
  
  I am rejecting this response because:
  You are discriminating against vulnerable populations who do not use computers as a way of life  I am reporting you to the *** unless this matter is resolved  Those who do not bank online should be grandfathered in and not be forced to pay your fees  

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

• Initial Complaint

  Date:12/26/2023

  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 will apologize in advance,because I am so angry with the Ziply Fiber phone Company We have had land line phone service at this house since 1988,we have been thru four phone *************** equipment has never been updated We have have the only underground service in the **** area In mid Nov we started having issues with our phone my husband rewired everything from the outside box,bought a new phone & still was getting nothing but 1/2 rings loud static & open line clicks & rotary dialing sounds I chatted with Ziply where I was dumped off multiple times before getting someone or something they set up a tech visit they came said it was inside base ************ be getting a service call charge In less than 20 hours the phone was doing the same thing,another chat where we were told it's our *************** be billed a service charge We have spent the month of ********* with little/no phone service no ************ I have to call & PAY for *69 to try to recall people when the phone gets cut off)few people being able to call in,still paying our ************* to complain to or talk to at Ziply they just hang up at the ************** They are SUPPOSE to be here again tomorrow I don't expect anything to be fixed this time either but they WILL CHARGE us and I'm guessing unless they change the outside box & maybe the line we will still have the same issues. My main complaints are 1 you can't talk to a person 2 they have no complaint department 3 they're chat service for help is a joke and you're booted multiple times & if you're lucky they only get half of the issue wrong 4 I should not have to pay for a service that is 1 substandard 2 I'm not receiving what they agreed that I would receive I also don't think we should be charged and we haven't even found out just how much they're charging us for them coming to our house & NOT FIXING the problem! I am beyond frustrated angry with their service,condescending attitude with the knowledge that we have NO CHOICE but to use their service

  Business Response

  Date: 01/02/2024

  Thank you for referring the Customers concerns to our office for review.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  ************* states her phone line is underground and they have been receiving substandard phone service and wants it fixed.
  ************* feels she should not have to pay for service that is substandard.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber records show a total of (3) reports of trouble in 2023, of these 2 of them were in December.   Ziply Fiber has spoken to ************** and verified the trouble was resolved on 12/27/23 when the technician located a connection block in the terminal and repaired this.  Prior to the December trouble was in February which the trouble ticket was completed.
  Ziply Fiber in this instance did issue time out of service credit from 12/15/23-12/27/23,this credit will reflect on the 01/25/24 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 ************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber 

• Initial Complaint

  Date:12/24/2023

  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.

  Ziply engages in deceptive and unethical billing practices by charging customers $5/month to pay a bill. The "payment processing fee" is charged regardless if payment is made online with a card or sent by mail with a check. Ziply suggests that customers use "Autopay" to save "time and effort" in their monthly billing email reminders but never inform customers that they'll be charged an extra $5 if they DON'T use autopay.It doesn't cost Ziply an extra $5/month to accept payment from their customers but they're financially penalizing customers who don't provide payment the way Ziply wants payment provided to them. The $5 fee is not a late fee. It's a fee to force customers into saving their bank account or credit card info in Ziply's system.I inquired and complained about the fee with them last month (Nov) and they eventually removed the charge, along with a fee for paper statements, which I never signed up for. However, my December bill includes the $5 payment fee. I've been charged and paid the $5 fee since April, 2023.I pay for my Ziply services on time every month. Why are they charging customers extra to pay their bills?

  Business Response

  Date: 01/05/2024

  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 Ziply Fiber engages in deceptive and unethical billing practices by charging customers $5.00 per month to pay a bill. 
  ****************** states Ziply Fiber suggests customers use autopay in their billing reminders but never informed customers they will be charged an extra $5.00 if they dont use autopay. 
  ****************** states she inquired about the fee in November and the charge was removed along with the fee for paper statements which she did sign up for. ****************** states her December **** has the fee and shes been charged this fee since April. 
  ****************** states she pays her bill on time each month and wants to know why they are charging this fee. ****************** wants the fee removed and a refund of $35.00 for being billed the fee, the past 7 months. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show ****************** established Ziply Fiber GIG internet service in June of 2021 and moved the service to a new location in October 2022.  This internet rate plan has required paperless billing and autopay since it was established, consumers who opted out of these were billed a $3.00 payment processing fee and $3.00 paper statement fee. Ziply Fiber provided notice in the important customer information section of the March 2023 bill statement, advising the rate for these fees would increase in April from $3.00 to $5.00. Monthly bill notifications can be viewed by opening the full PDF bill version which is available through the Ziply Fiber online portal. 
  Ziply Fiber provided a bill notification in October 2023 advising those consumers who were not already enrolled in paperless billing would be charged a $5.00 paper statement fee.  Account records show ****************** was not enrolled in paperless billing so the $5.00 paper statement fee was added to the account in addition to the existing $5.00 payment processing fee.  
  Account records show ****************** contacted Ziply Fiber in November 2023, agreed to register for paperless billing, so the paper statement fee was removed, and a one time $10.00 credit was applied. ****************** did not agree to autopay so the fee will not be removed. 
  The payment processing fee is based on whether a consumer is enrolled in autopay through the Ziply Fiber online portal, not based on the bill balance or consumer payment history.  Consumers are not required to set up autopay at this time, however if they choose not to, the fee will apply. The previously billed payment processing fees are valid. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ****************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21052422
  
  I am rejecting this response because: Ziply doesn't explain how or why charging customers $5/month to pay a bill is a valid billing practice simply because the customer doesn't select autopay. The messaging in Ziply's billing email reminders is deceptive in that it alerts customers to save time by selecting autopay, not money. Customers should not be financially penalized for a paying bill. I also cannot find where Ziply sent billing increase notification in Oct 2023 for paper statements. Please provide copy of that notification.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/24/2024

  Thank you for referring the additional concerns of ***************************** to our office for review. 
   
  The additional concerns state:
  ******************** states she cannot find where Ziply Fiber sent the billing increase notification for paper statements in October 2023. 
  ****************** wants a copy of that notification. 
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber would not provide a bill copy on the Better Business Bureau website as it contains sensitive customer information. However, ****************** can access a copy of her full bill statement by logging into her online account at **********************.fiber.com/login and selecting My Bills, Past Bills, and then select the monthly bill PDF she wants to view, going back 12 months. 
  Ziply Fiber advises ****************** can view the notification for the paper bill fee on the 10/18/23 PDF bill copy. The notification is on page 4 of the bill under the important customer information section and states, 
  Paper Statement Fee -- As part of our commitment to environmentally friendly business practices, Ziply Fiber encourages all customers to go paperless. If you are not enrolled in paperless billing, you will start to see a $5 paper statement convenience fee on your account beginning next month for all bills, including $0 statements. We do not want to charge you this extra $5 a month. The good news is that paperless billing is free! To avoid this fee and enroll in paperless billing simply go to your My Account and select the paperless billing option or call us at 1.866.MYZIPLY and we'll help you get set up. 
  Additional notification was also provided on the 11/18/23 bill statement in the important customer information section. 
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ****************** has experienced as a result of the above matter
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

  Customer Answer

  Date: 01/24/2024

  
  Complaint: 21052422
  
  I am rejecting this response because: Ziply did not address why I rejected Ziply's original response in the first place. Ziply, again, doesn't explain how or why charging customers $5/month to pay a bill is a valid billing practice simply because the customer doesn't select autopay. The messaging in Ziply's billing email reminders is deceptive in that it alerts customers to save TIME by selecting autopay, not MONEY. Customers should not be financially penalized for paying a bill on time.

  
  Why does Ziply charge customers a fee to pay their bill? I pay my bill online and on time. There is zero threat to the environment the way I pay my bill. Yet, I'm charged an extra $5/month because I don't want to store my bank account or debit card info in Ziply's system for autopayment. Ziply did not respond to this issue or respond to my refund request for the excessive and unreasonable fees in my original complaint or the follow-up to my rejection response. 
  
  I see where the Oct, 2023 statement indicates Ziply's $5 fee for paper statements. Thank you for explaining where to find that. A small fee for paper statements is somewhat understandable as paper, printing and mailing might cost Ziply less than $1 per bill. However, what exactly does Ziply do with the extra $4 per month from paper billing customers that fulfills Ziply's commitment to being an environmentally friendly business practice? FYI, I never signed up to receive a paper statement. They just began arriving along with my regular email bill. I can't be certain when paper statements began arriving, but my guess is that it was shortly after Ziply decided to charge customers $5/month to receive them. After discovering the $5 paper fee for receiving paper statements that I never asked for, I enrolled in paperless billing. All the same, this speaks to the deceptive billing practices that I speak about in my original complaint.
  
  I kindly request that Ziply discontinue charging customers a fee for paying their bill online and on time. Please let me know if I'll be receiving a refund for the excessive and unreasonable fees as per my original complaint. The refund should now be $40 because I paid the unreasonable $5 payment fee on my December payment.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON November 30th 2023, I contacted Ziply Fiber to pay my past due and next month's payment due that totaled $206.36. I had turned off auto-pay previously in June of 2023, but Ziply Fiber pulled an addition payment of $206.36 on December 17th 2023 from my bank account without authorization. I have screenshots of my account on ziply.com that show the auto pay is disabled and have copies of the electronic checks to show the double billing. I checked my account on 12/19/2023 and noticed the double billing. When I contacted customer service, I was told that since my account is not setup for auto-pay, they had no access to the account information. I asked to speak to a supervisor and was told that the ******** supervisor was busy on another call. I told them I would wait and then the phone went dead.Right now my Ziply.com account shows I have a credit for $206.36 and so far have been unsuccessful in getting Ziply to cancel or refund the money.

  Business Response

  Date: 12/27/2023

  Thank you for referring the Customers concerns to our office for review.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  ************** states on November 30, 2023 she contacted Ziply Fiber and paid her past due and current charges totaling $206.36 as she had turned off her auto pay previously in June of 2023.
  ************** states on December 17, 2023 Ziply Fiber withdrew $206.36 from her bank account without her authorization.
  ************** would like the over payment refunded.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber records show the payment made on November 30, 2023 was a one-time payment
  Ziply Fiber records shows the auto payment was added to the account on November ******* and then cancelled on November 28, 2023. However, since the payment was already scheduled the payment did process on December 17, 2023 for $206.36 and the account was credited, therefore both payments reflect on the December 22, 2023 bill statement.  Then Ziply Fiber received notification of a failed payment from the bank on December 22, 2023 for $206.36, therefore one of the payments was then debited back to the account plus a *** charge of $25.00.  The *** charge in this instance has been credited.
  Ziply Fiber advises the debited payment, the *** charge and credit will all reflect on the January 22, **** bill statement along with the current charges.
  
  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:12/17/2023

  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.

  This month I have been charged a $5 fee because I have not signed up for auto pay with Ziply. I do not want any company to have automatic access to my bank account and this should not be a mandatory charge. They get their payment each month and I should not be charged extra for paying my bill in the fashion I choose. I am on a fixed income and before I pay the bill I make sure I have funds in my account to cover it. They have no right to demand I pay a certain way.

  Business Response

  Date: 01/03/2024

  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 been charged a $5.00 fee because she is not signed up for auto pay. 
  ************** states she does not want any company to have automatic access to her bank and states she makes her payment each month and should be able to make the payment the way she chooses without a mandatory charge. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber did send notification to its consumers who subscribe to internet service, advising those who were not already enrolled in auto pay would be charged a $5.00 payment processing fee which is valid. 
  Ziply Fiber strives to be environmentally friendly and provide modern ways to serve customers.  Consumers are not required to set up autopay but if they choose not to, the fee will apply.
  
  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: 01/03/2024

   
  Complaint: 21016982
  
  I am rejecting this response because: I am on a fixed income and if I set up automatic payment I may  not have the money in my account at their particular time of payment.  I do not always get my income on the same date each month.  That will make me have an over draft.  I would think this practice should not be allowed.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/16/2023

  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.

  multiple service lines strung across my property. No legal right to do so. Threatened by multiple subcontractors of unknown authority showing up and being told they have the right to do so. A rotten utility pole identified as a danger 12 years ago still outside bedroom window supposedly owned by snopud but a secret handshake negates them removing it only ziply can. Multiple power and service lines strung across ground and left for approx 2 years. Our property is being used as a substation for 5 houses and we are getting a run around. I am ready, as I have told ziply representative *************************, I am ready to cut the pole down myself. ********************* from PUD has been polite but redirects and not entirely honest.. I have work crews showing up to further tear up my yard unannounced and unidentified. I want the lines removed as there is no logistical, environmental or design requirements for the dangerous entanglement and unvetted characters trespassers showing up. Ziply has sent out crews subcontracted and unverifiable, and now Astound is sending crews under subcontract. I would actually like them to take me to court but they won't...they just keep steamrolling me. Ziply contacts have pictures and previous emails. They know

  Business Response

  Date: 01/03/2024

  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 has multiple service lines that run across her property and states multiple contractors have shown up with no legal right to do so. **************** wants the lines removed and proof of entitled land use. 
  **************** states there are multiple power and service lines strung across the ground and they were left for 2 years and work crews from Ziply Fiber and ******* are showing up to further tear up her yard unannounced.
  **************** states she has a rotten utility pole outside her window that she states is owned by PUD, but it can only be removed by Ziply Fiber.
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Records show **************** has aerial leads attached to a utility pole for Ziply Fiber services as well as lines from other providers on her property that have been there for many years.  Ziply Fiber is responsible for the maintenance and repair of its own network and according to the state tariff, WN U-101, section III, Original Sheet 16, Rules and Regulations, (b.) *********** and Repair, Access to customer's premises, at any reasonable hour, will be given to representatives of the Company for the purpose of inspecting, repairing, testing, or removing any part of the Company's facilities. Additionally, if **************** is requesting the relocation or re-arrangement of utility facilities, she would be responsible for the full cost to do so. 
  Operation records show that previously, Ziply Fiber crews had to remove a hazardous tree to the west of **************** which required Ziply Fibers aerial drop to be laid on the ground but this should have been restored.
  Ziply Fiber records show that PUD has since replaced the pole on the property, however the old pole has not been removed as the television lines need to be transferred before Ziply Fiber can move their lines. Ziply Fiber does currently have an open work order and once the television company cable has been moved, Ziply Fiber will transfer their lines and remove the old pole. 
  
  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: 01/04/2024

   
  Complaint: 21014855
  
  I am rejecting this response because:  It is exceptionally deceptive.  Ziply knowingly attempts to defraud the homeowner and it's authority to use property and to put homeowner in danger.  Under no circumstances will homeowner accept this trite response.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/13/2023

  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.

  Ziplyfiber has charged me $5.00 for not having autopay and another $5.00 for not having paperless billing. In addition they are raising my rate another $5.00 in Jan. **** for no specified reason.

  Business Response

  Date: 12/22/2023

  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 Fiber has charged him $5.00 for not having autopay and another $5.00 for not having paperless billing. 
  ******************** states Ziply Fiber is also raising his rate another $5.00 in January **** for no specified reason.
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber strives to be environmentally friendly and provide modern ways to serve customers.  Ziply Fiber did send notification to its consumers who subscribe to internet service, advising those who were not already enrolled in auto pay and paperless billing would be charged a $5.00 payment processing fee, and $5.00 paper statement fee. Consumers are not required to set up autopay or paperless billing at this time, however if they choose not to, the fees will apply. 
  Ziply Fiber does routinely evaluate the cost of doing business and adjust prices as necessary. Ziply Fiber did provide notification in the important customer information section of the bill that consumers would see product rate increases beginning in January **** as the cost to service and maintain the copper network has become increasingly more expensive. Mr.  ******** is currently on a month-to-month plan and his rates are subject to change.
  
  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