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:12/08/2023

  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.

  Dear BBB,Zipley Fibre, a phone service we used is not refunding me the amount of approximately $189.00. My phone service stopped with them on August 30, 2023. They called me prior to that and told me that. My new phone service began then as well. However, Ziply continued to bill me for a couple months after that. Now, they tell me my phone service was not stopped until the middle of October and it takes 90 days to received a refund. They have errored because of a problem with me transferring my service to the new carrier they had or something to that effect on their end. I have called them several times and they claim I will not get my refund until sometimes in January, ****. They have been holding onto my money which billed to me in error for over 90 days now. I consider this rude, but they claim it takes 90 days based on a mistaken end of service date.

  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 he went to another provider and his phone service was disconnected on 8/30/23 but Ziply Fiber continued to bill him for service for two months after. 
  ****************** states he is now being told his service was not stopped until the middle of October due to an issue transferring the number to the new carrier.  
  ****************** states he has a refund due of $189.00 and is being advise he must wait ******************************* October to get the refund which he does not agree with.
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber received a port request for ****************** with an original due date of 8/30/23, which would normally disconnect the service with Ziply Fiber once the port order completed. 
  Account records show ****************** contacted Ziply Fiber on 10/11/23, advising he was still being billed for service and it was determined the port order had been deactivated so the Ziply Fiber billing account was never disconnected.  Ziply Fiber advises that cancellation of port orders is done by the outgoing provider and notes on the account state ****************** had the port order cancelled by mistake and made another order that was completed. Ziply Fiber did not receive a second port request after the original was deactivated, however it was confirmed the other provider did take ownership of the number on 8/29/23. 
  Ziply Fiber disconnected the account on 10/12/23 after ****************** brought the issue to our attention and provided service credit back to the port date, leaving a credit balance of $189.72. Credit balances on final accounts are provided a refund via a prepaid MasterCard in 2-3 billing cycles after the disconnection date which ****************** was advised. A refund was initiated on 12/14/23 and can take ***** days to process and deliver. 
  
  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: 02/14/2024

  This is an update to my complaint against Ziply Fiber. I have called them several times and they promise they would remedy my problem, but they have not. The refund they owe me still has not been received by me. Once, they even claimed I didn't have a refund coming after they had told me I did have one coming. They billed me after they stopped my service for about a month and a half or 2.

  Business Response

  Date: 02/23/2024

  Thank you for referring the additional concerns of *************************** to our office for review. 
   
  The additional concerns state:
  ****************** states he has contacted Ziply Fiber several times and he has still not received his refund on his closed account.
  
  ********************** has reviewed these additional concerns and offers the following response:
  Ziply Fiber did previously advise ****************** that a refund in the amount of $189.72 was initiated on 12/14/23 for processing and mailing. 
  In response to the additional information received on 2/15/24, Ziply Fiber discovered that the refund initiated in December did not process as expected so was never sent out.  
  Ziply Fiber has since resolved this issue and has confirmed the refund was transmitted to Northlane Technologies who sends out the refund. If ****************** has not received his refund, he should contact Northlane Technologies directly at ************, or email ******************.
  
  We trust that this information will assist you in closing this complaint. We apologize for the delay in receipt and any inconvenience that ****************** has experienced as a result of the above matter. 
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

  Customer Answer

  Date: 03/02/2024

  Good day,

  As of March 1, 2024 I contacted the *********** ******* which Ziply has claimed sends out their refunds via a debit card.  (Aka 'Northlane Technologies' I am assuming).  I was told by a representative that my refund was sent out on Feb. 21, 2024.  As of March 1, I have yet to receive that refund. Although, I have received verbal confirmation that the refund has been sent, I will not be satisfied until I have received it.  The delay in receiving this has been inexcusable.  I have spent hours on the phone talking with multiple representatives from both Ziply and the 'Wirecard Company.'  My phone service was stopped by Ziply on August 30 or August 31, ************************************************************** two. It is only now that Ziply managed to communicate they have resolved the matter.  More than 6 months later.  This could have been resolved much earlier simply by crediting my credit card the $189.72.  Their process of refunding (at least in my case) has a lot to be improved upon.  In the first case, they never informed me my refund would be coming through a separate ******* (third party) that I am aware of.  It was only after I had contacted them that I hadn't received my money from them that they told me this. Second, they kept charging me after they had discontinued my service.  There were other issues associated with Ziply service which I will not state here.  Thanks to the Better Business Bureau for assisting me with this matter.

   

  Business Response

  Date: 03/28/2024

  Thank you for referring the additional concerns of *************************** to our office for review. We appreciate ****************** bringing these matters to our attention. 
  
  The additional concerns state:
  ****************** states he contacted Wire Card (Northlane Technologies) which is the company Ziply Fiber claims sends out their refunds.
  ****************** states he has had many issues and multiple delays with the refund from Ziply Fiber and will not be satisfied until he receives it. 
  ****************** states he was advised that the refund was sent out on 2/21/24 but as of 3/1/24 he had not received it. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber did previously advise ****************** that credit balances on final accounts are provided a refund via a prepaid MasterCard, and this is provided by a third party, Northlane Technologies. Ziply Fiber also provided their direct contact information to ******************. 
  Ziply Fiber did previously address in detail the reasons for the refund delay. 
  Ziply Fiber has confirmed the refund was shipped to ****************** by Northlane Technoloiges in February and funds from the card have been utilized.  
  
  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: 03/29/2024

   
  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:11/24/2023

  Type:Billing 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.

  Ziply fiber has been double charging me. In the last few months I have always paid on time. The would credit me for a months payment and then the following month would have the exact same charge as a pending balance. I have copies of my bills for evidence. I called the customer service but it was the same old song and dance. The person on the other end was giving me a bogus line about how they move forward with a bill that extends past a months cycle? 100% not real explanation by them, obviously lying. If I can submit my bills I can prove that they are price gouging and stealing from the consumer. This is really sad.

  Business Response

  Date: 12/01/2023

  Thank you for referring the Customers concerns to our office for review.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  **************** states Ziply Fiber has been double charging him for service the last few months, even though he has paid on time.
  **************** states he has his bills for evidence.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber records show we have received 2 payments from **************** one posted on 09/21/23 for $130.36 and one on 10/16/23 for $76.70.  Records show **************** is mailed out the monthly bill on the 21st of each month since 06/21/23.  If additional payments were made, Ziply Fiber would need proof of payment has been deducted from his bank in order to create a payment investigation.  This information has been provided to *****************
  Ziply Fiber advises monthly bill statements are mailed out for example the 06/21/23 bill statement is for services from 06/21/23 through 07/20/23.  The bill statement 07/21/23 would cover billing for 07/21/23 through 08/20/23 and so forth.
  Ziply Fiber records show **************** has disconnected his account on 11/28/23.  Per our terms of service, we do bill through to the end of the billing cycle, however in this instance a prorated credit for billed services from 11/28/23-12/20/23 was provided and will reflect on the 12/21/23 statement.
  
  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: 12/05/2023

   
  Complaint: 20911924
  
  I am rejecting this response because: The math does not add up. It is still not correct. How can it be so expensive when I have never missed a payment? I wish someone would please look at all of my bills from day one and you will see what I am talking about. 

  And what is the final outcome of the bill? What is the final balance that I owe to get this taken care of. I need internet service that has legitimate billing.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/12/2023

  Thank you for referring the additional Customers concerns to our office for review.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  **************** states Ziply Fiber math does not add up and feels the billing is incorrect when he has not missed a payment.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  As previously advised Ziply Fiber records show we have received 2 payments from **************** one posted on 09/21/23 for $130.36 and one on 10/16/23 for $76.70.  These 2 payments received took care of the billing of services from 06/21/23 through 10/20/23.  Statements printed on 06/21/23 each month through 11/21/23 (6) statements in total.
  Ziply Fiber has contacted **************** advising him the balance owing is for services billed on the 10/21/23 and the 11/21/23 statements and has provided him a breakdown of these charges, including the dates covered on these statements, also the prorated credit provided when the disconnect order was placed. 
  As previously advised if additional payments were made Ziply Fiber would need proof the money was deducted from his bank prior to a payment investigation being placed.
  Ziply Fiber records show **************** has made a final payment on the account 12/09/23 bringing the account balance to zero.
  
  
  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: 12/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory for me but at this time I feel that this has been a total waste of time and that Ziply fiber has taken advantage of me and has made me pay way more than a simple $30-$40 monthly internet plan. But there is nothing I can do about it. They are a large company and I am just a small consumer that is on a set income monthly that can't afford to go back and forth with such a company that is more concerned about making money and not the consumer. ****** learned. DO NOT GET INTERNET SERVICE FROM ZIPLY FIBER. I closed my account last night, I have a return label so they can have their router and equipment back.

  I have moved on from this and I will just close this complaint because nothing was resolved and I will just have to eat the costs and live with it.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/22/2023

  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.

  On Monday 11/20 at around 929am a tech entered my gated back yard that has a no trespassing sign without permission. He had previously rang my doorbell and as I was at work I was not able to answer. He then spoke with my neighbor who gave him permission to enter HER yard. But stated she didnt know me when asked (she just moved in). He then proceeds to pace back and forth on my property and then seeing no cars enters my gate into my backyard. Mind you I have security cameras and have copies of this event. Also hes extremely lucky my dogs were not out because he would have been bit. After he entered my yard he walks straight back behind my shed, proceeds to go behind it, out of camera range. Than leaves my property and my neighborhood immediately following. He doesnt leave a message, card, note, nothing. He never waited for permission before he trespassed. The biggest reason I am so upset and concerned about this is because I have children. And at the time my son was home alone and terrified about someone entering his yard to the point he had to have us come straight home and we could not leave his side for hours.

  Business Response

  Date: 11/29/2023

  
  Thank you for referring the Customers concerns to our office for review.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  ******************** states the technician had rang the doorbell, but she was not home, therefore unable to answer. 
  ******************** states the technician paced back and forth on her property, prior to entering her gated back yard without permission.
  ******************** is upset and concerned since she had a child home alone at the time the tech entered into the back yard.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber attempted to notify the Campbells prior to entry and then went into the backyard to access our pole.
  Ziply Fiber local manager has spoken to the technician who was installing the service nearby.  Advising it can be difficult from the street to determine which is the correct property they need to access in order to get to our equipment due to the structures and trees placed around the pole,which would explain the pacing back and forth in front of the house prior to entering the back yard and then going behind the shed.
  Ziply Fiber apologizes and did not mean to alarm your child.  We do have an easement, allowing us to access our equipment when needed.  Most of the equipment is located near where the four properties meet in the back.  Ziply Fiber's local manager will be reaching out directly to ******************** as well.
  
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ******************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber 
  

• Initial Complaint

  Date:11/06/2023

  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.

  On Nov. 2 I canceled autopay ahead of an upcoming bill due Nov. 6 and scheduled a payment for a few days later in the week (Nov. 9) to save myself from overdrafting my bank account. I received a confirmation email that said I had successfully canceled autopay that same day. Ziply understood from Nov. 2 onward, they did not have permission to charge my account. Today, (Nov. ************************* charged me $70.60 (Confirmation number *********) overdrafting my bank account by about $30. I will be charged an additional overdraft fee of $36 by my bank since I won't receive my next paycheck, righting the ship, until Thursday. There's no point in seeking a refund since it will be several business days before it can process but in the interim I can't afford groceries to get through this part of the week.Cancellation of autopay should take immediate effect when a customer requests it. Particularly when there is no language on the site or in the confirmation email warning that even after cancellation, Ziply will still charge an upcoming payment as if it had never been cancelled. This needs to be fixed. At the very least, this language needs to be added to the process. Especially when the only people you can call for help are being paid minimum wage at a call center in *****.

  Business Response

  Date: 11/16/2023

  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 he cancelled his autopay ahead of an upcoming bill due 11/6/23 and scheduled a manual payment 11/9/23 to save his bank account from over drafted. 
  ****************** states he received confirmation the autopay had been cancelled but states his account was charged $70.60 on 11/6/23 anyway. ****************** states he will now be billed a $36.00 overdraft fee by his bank. 
  ****************** states cancellation of autopay should take effect immediately and states there is no language on the website advising Ziply will still charge the upcoming payment. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ****************** was signed up for autopay. The 10/11/23 bill provided notification stating, DO NOT PAY-you are currently signed up for Auto Pay. Ziply Fiber also sent an email notification on 10/13/23 advising ****************** his automatic payment in the amount of $70.60 was successfully scheduled for 11/6/23. 
  Account records show ****************** did request his autopay cancelled on 11/2/23 and scheduled a onetime payment of $70.60 for 11/9/23.  
  Changes made to autopay after the bill generates and scheduled payment notification date do not take effect until the following bill cycle. Ziply Fiber would not cancel a pending auto payment that had been scheduled prior to the cancellation request that the consumer had already been notified of.  However, consumers do have the ability to manually edit or cancel any pending payment through the online portal before the due date. 
  Ziply Fiber did assist in cancelling the one-time 11/9/23 pending payment at Mr. ******** request, so the account was not paid twice. In this instance Ziply Fiber has provided a onetime bill credit of $36.00 to offset the overdraft fee due to the confusion.  
  
  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:10/30/2023

  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.

  They turn phone back on after it had been put on hold without notify anyone and sent a bill out a mounth later

  Business Response

  Date: 11/10/2023

  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 turned his phone back on after it had been put on hold without notifying anyone and sent a bill out a month later. 
  ************** wants a billing adjustment.  
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show ************** contacted Ziply Fiber on 12/29/22 and per the account notes, stated this was a vacation home and he wanted the service to put on vacation hold. Account records show an order was placed to put the account on vacation and notes advise the consumer was informed to call back to re-instate service.  
  Ziply Fiber advises that vacation service is only available for a maximum of 9 months, so the phone service was re-instated automatically on 9/28/23 after the 9 months had elapsed and began billing at full rate. 
  Account records show ************** contacted Ziply Fiber after receiving his 10/19/23 bill in the amount of $123.98, stating he had previously requested the account disconnected, not placed on vacation service. The agent placed a disconnect order at his request on 10/28/23. 
  In this instance, since the service was not being used, Ziply Fiber will follow up on the 11/19/23 final bill statement and credit any remaining balance to zero.
  
  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:10/27/2023

  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 contacted Ziply Fiber to set up my internet service. They installed the outside connection but failed to provide the router and set it up as promised. Despite having two scheduled appointments, they never showed up. Instead, I had to order a router myself and have it delivered. However, when the package arrived on October 27, 2023, it was damaged and missing the necessary cords. I called their customer service and spent 30 minutes on the phone, but speaking to a supervisor yielded no results. I have been without Wi-Fi for the past two weeks due to their failure to fulfill their job. Absolutely no help getting someone here to bring me cables I need to use my router I'll probably have to go buy them but They adjusted my bill. But now I have a bill for like a $160. I don't like this company this company and I have gotten off at a bad foot and I am rather disguised you with the way they handle stuff and how they do not show up when they are supposed to show up.

• Initial Complaint

  Date:10/26/2023

  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 recently received a Ziply Fiber email notification that even though I pay my monthly bill each month on time and electronically through the Ziply Fiber website, that since I did not have AutoPay configured that I would be charged an extra $5 each month for not using AutoPay.1) While I understand that Ziply wants to receive payment electronically, whether the monthly bill is paid through their manual process or AutoPay should not make a difference to them. I would think that the behavioral outcome they would want is to receive their money electronically, as that payment processing is all "handled" by computer software.2) It feels a little punitive that Ziply Fiber wants to charge $5 for money that they are already receiving electronically when I make the manual electronic payment.3) While I am sure that all sorts of corporate speak can be wrapped around the benefits of AutoPay, at the end of the day whether the payment is submitted electronically or manually, Ziply is still getting their payment with no effort on themselves to process that payment since it is all handled electronically through computer billing/financial software.

  Business Response

  Date: 11/02/2023

  Thank you for referring the Customers concerns to our office for review.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  ******************** states he pays his monthly bill on the Ziply Fiber website each month and on time, however, has received notification if not enrolled in autopay there would be an additional monthly charge of $5 per month.
  ******************** states while he understands does not understand since he is submitting his payment electronically through Ziply Fiber site each month.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber has reviewed these concerns and advises Consumers who opt out of autopay are subject to a monthly $5.00 payment processing fee, this 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.
  Ziply Fiber advises It costs Ziply to send late notices, as well as cost of staffing to monitor payment amounts by the due date.  We are removing this cost by allowing customers to setup Autopay. Those that chose not to use autopay have the fee to support the extra work required to service the account.
  
  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:10/26/2023

  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.

  The Company, Ziply Fiber, sent an email dated 10/26/2023 advising that if I do not enroll in their autopay, I would be charged an additional $5.00 every month. I believe this is illegal as well as coercion. I pay my bill every month using my banks autopay and do not want to sign up for Ziply's autopay service. I would like this addtional $5 that they are threatening me with to be permanently removed from my bill. Thank you for your assistance.

  Business Response

  Date: 11/07/2023

  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 she received an email from Ziply Fiber on 10/26/23 advising if they do not enroll in autopay, they will be charged an additional $5.00 every month. 
  ************ states she pays her bill every month using her banks autopay and does not want to sign up for Ziply Fibers autopay service. 
  ************ thinks this fee is illegal and wants the additional $5.00 fee permanently removed from her bill. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber did send both email and provide a bill notification to its consumers who subscribe to internet service, advising those who were not already enrolled in auto pay through Ziply Fiber online billing, would be charged a $5.00 payment processing fee. This is a valid fee. 
  This payment processing fee is based on whether a consumer is enrolled in autopay through the Ziply Fiber online portal. Consumers who pay using another method including payment through their bank would incur this fee. 
  Ziply Fiber records show ************ subscribes to fiber phone and internet service and is not currently enrolled in autopay. Ziply Fiber does not require consumers to set up autopay, however 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 
  
  

• Initial Complaint

  Date:10/26/2023

  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.

  Ziply Fiber has informed me that they will start charging me a monthly 5 dollar fee if I don't switch to autopay. For security reasons I do not want to use autopay. This seems like extortion.

  Business Response

  Date: 11/07/2023

  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 informed him they will start charging him a $5.00 monthly fee if he does not switch to autopay which he believes is extortion.
  ****************** states he does not want to set up autopay for security reasons. 
  ****************** wants Ziply Fiber and other businesses to stop forcing people to use autopay and adding unnecessary charges. 
  
  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 through Ziply Fiber online billing, would be charged a $5.00 payment processing fee. 
  Ziply Fiber strives to be environmentally friendly and provide modern ways to serve customers. Ziply Fiber advises that automatic payments are a safe and secure method of paying. The online billing portal is ENTRUST Verified and consumers personal information, including banking information is encrypted for security. 
  Ziply Fiber advises this is a valid fee. Ziply Fiber does not require consumers to set up autopay, however 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: 11/07/2023

  I'm still not completely satisfied with this explanation.   I already use paperless online bill pay and have for years.  Why suddenly do I need to pay an extra fee for this?  The environmental angle is disingenuous and the fee seems unnecessary 

  Customer Answer

  Date: 11/14/2023

  I responded on November 7th 2023.

• Initial Complaint

  Date:10/26/2023

  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 Fiber is now levying a monthly fee for NOT ENROLLING in AUTOPAY. In contrast to other services that give a DISCOUNT for enrolling in Autopay, Ziply is now instead opting to ***** the consumer by forcing them to use autopay or else pay a $5 monthly fee IN ADDITION to normal charges. This is outrageous and predatory.

  Business Response

  Date: 11/06/2023

  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 is now levying a $5.00 monthly fee for not enrolling in auto pay which is in addition to his normal charges. **************** states other companies instead offer a discount for enrolling in auto pay. 
  **************** states the fee is likely illegal and he disagrees with this charge.  **************** wants Ziply Fiber to reverse this policy and follow the norm of discounting for autopay that other companies do. 
  
  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 through Ziply Fiber online billing, would be charged a $5.00 payment processing fee. 
  Ziply Fiber has its own company policies which are independent of other providers and advises that this fee is valid.  Ziply Fiber does not require consumers to set up autopay however 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